fix(whatsapp): resolve replies across scoped message ids

2026-07-21 12:31:40 +04:00
63 changed files with 630 additions and 1686 deletions
@@ -1,5 +1,4 @@
 class Api::V1::Accounts::Whatsapp::AuthorizationsController < Api::V1::Accounts::BaseController
-  before_action :ensure_embedded_signup_enabled
  # Reconfiguring/reauthorizing a live inbox swaps its credentials, so restrict it to admins.
  before_action :check_admin_authorization?, if: -> { params[:inbox_id].present? }
  before_action :fetch_and_validate_inbox, if: -> { params[:inbox_id].present? }
@@ -19,13 +18,6 @@ class Api::V1::Accounts::Whatsapp::AuthorizationsController < Api::V1::Accounts:

  private

-  def ensure_embedded_signup_enabled
-    return unless ChatwootApp.chatwoot_cloud?
-    return if Current.account.feature_enabled?('whatsapp_embedded_signup_inbox_creation')
-
-    raise Pundit::NotAuthorizedError
-  end
-
  def process_embedded_signup
    service = Whatsapp::EmbeddedSignupService.new(
      account: Current.account,
@@ -52,7 +44,8 @@ class Api::V1::Accounts::Whatsapp::AuthorizationsController < Api::V1::Accounts:
  def can_reconfigure_channel?
    channel = @inbox.channel
    return false unless channel.provider == 'whatsapp_cloud'
-    return true if ChatwootApp.chatwoot_cloud?
+
+    # Reconfiguring a live embedded-signup channel requires the feature flag.
    return Current.account.feature_enabled?('whatsapp_reconfigure') if channel.provider_config['source'] == 'embedded_signup'

    true
@@ -1,9 +0,0 @@
-import ApiClient from '../ApiClient';
-
-class CaptainAgentSessions extends ApiClient {
-  constructor() {
-    super('captain/agent_sessions', { accountScoped: true });
-  }
-}
-
-export default new CaptainAgentSessions();
@@ -26,18 +26,15 @@ class CaptainAssistant extends ApiClient {
    });
  }

-  getStats({ assistantId, range, signal }) {
-    const requestConfig = {
+  getStats({ assistantId, range }) {
+    return axios.get(`${this.url}/${assistantId}/stats`, {
      params: { range, timezone_offset: getTimezoneOffset() },
-    };
-    if (signal) requestConfig.signal = signal;
-
-    return axios.get(`${this.url}/${assistantId}/stats`, requestConfig);
+    });
  }

-  getSummary({ assistantId, range, stats }) {
+  getSummary({ assistantId, range }) {
    return axios.get(`${this.url}/${assistantId}/summary`, {
-      params: { range, timezone_offset: getTimezoneOffset(), stats },
+      params: { range, timezone_offset: getTimezoneOffset() },
    });
  }

@@ -10,13 +10,10 @@ class WhatsappCallsAPI extends ApiClient {
    return axios.get(`${this.url}/${callId}`).then(r => r.data);
  }

-  // Either conversationId, or contactId + inboxId to let the BE resolve the conversation.
-  initiate({ conversationId, contactId, inboxId }, sdpOffer) {
+  initiate(conversationId, sdpOffer) {
    return axios
      .post(`${this.url}/initiate`, {
        conversation_id: conversationId,
-        contact_id: contactId,
-        inbox_id: inboxId,
        sdp_offer: sdpOffer,
      })
      .then(r => r.data);
@@ -25,11 +25,8 @@ const route = useRoute();

 const kind = computed(() => getCallKind(props.call));

-const contactName = computed(() =>
-  (props.call.contact.name || props.call.contact.phoneNumber || '').replace(
-    /^\+/,
-    ''
-  )
+const contactName = computed(
+  () => props.call.contact.name || props.call.contact.phoneNumber
 );

 const agentActionLabel = computed(() => {
@@ -1,7 +1,8 @@
 <script setup>
-import { computed } from 'vue';
+import { computed, useSlots, ref } from 'vue';
 import { useI18n } from 'vue-i18n';
 import { useRoute } from 'vue-router';
+import { vOnClickOutside } from '@vueuse/components';

 import Button from 'dashboard/components-next/button/Button.vue';
 import Breadcrumb from 'dashboard/components-next/breadcrumb/Breadcrumb.vue';
@@ -22,8 +23,11 @@ const props = defineProps({
 const emit = defineEmits(['goToContactsList', 'toggleBlock']);

 const { t } = useI18n();
+const slots = useSlots();
 const route = useRoute();

+const isContactSidebarOpen = ref(false);
+
 const contactId = computed(() => route.params.contactId);

 const selectedContactName = computed(() => {
@@ -56,15 +60,26 @@ const handleBreadcrumbClick = () => {
 const toggleBlock = () => {
  emit('toggleBlock', isContactBlocked.value);
 };
+
+const handleConversationSidebarToggle = () => {
+  isContactSidebarOpen.value = !isContactSidebarOpen.value;
+};
+
+const closeMobileSidebar = () => {
+  if (!isContactSidebarOpen.value) return;
+  isContactSidebarOpen.value = false;
+};
 </script>

 <template>
  <section
    class="flex w-full h-full overflow-hidden justify-evenly bg-n-surface-1"
  >
-    <div class="flex flex-col w-full h-full transition-all duration-300">
+    <div
+      class="flex flex-col w-full h-full transition-all duration-300 ltr:2xl:ml-56 rtl:2xl:mr-56"
+    >
      <header class="sticky top-0 z-10 px-6 3xl:px-0">
-        <div class="w-full mx-auto max-w-5xl">
+        <div class="w-full mx-auto max-w-[40.625rem]">
          <div
            class="flex flex-col xs:flex-row items-start xs:items-center justify-between w-full py-7 gap-2"
          >
@@ -104,10 +119,81 @@ const toggleBlock = () => {
        </div>
      </header>
      <main class="flex-1 px-6 overflow-y-auto 3xl:px-px">
-        <div class="w-full py-4 mx-auto max-w-5xl">
+        <div class="w-full py-4 mx-auto max-w-[40.625rem]">
          <slot name="default" />
        </div>
      </main>
    </div>
+
+    <!-- Desktop sidebar -->
+    <div
+      v-if="slots.sidebar"
+      class="hidden lg:flex flex-col min-w-52 w-full max-w-md border-l border-n-weak bg-n-solid-2"
+    >
+      <div class="shrink-0">
+        <slot name="sidebarHeader" />
+      </div>
+      <div class="flex-1 min-h-0 overflow-y-auto pb-6 pt-3">
+        <slot name="sidebar" />
+      </div>
+    </div>
+
+    <!-- Mobile sidebar container -->
+    <div
+      v-if="slots.sidebar"
+      class="lg:hidden fixed top-0 ltr:right-0 rtl:left-0 h-full z-50 flex justify-end transition-all duration-200 ease-in-out"
+      :class="isContactSidebarOpen ? 'w-full' : 'w-16'"
+    >
+      <!-- Toggle button -->
+      <div
+        v-on-click-outside="[
+          closeMobileSidebar,
+          { ignore: ['#contact-sidebar-content'] },
+        ]"
+        class="flex items-start p-1 w-fit h-fit relative order-1 xs:top-24 top-28 transition-all bg-n-solid-2 border border-n-weak duration-500 ease-in-out"
+        :class="[
+          isContactSidebarOpen
+            ? 'justify-end ltr:rounded-l-full rtl:rounded-r-full ltr:rounded-r-none rtl:rounded-l-none'
+            : 'justify-center rounded-full ltr:mr-6 rtl:ml-6',
+        ]"
+      >
+        <Button
+          ghost
+          slate
+          sm
+          class="!rounded-full rtl:rotate-180"
+          :class="{ 'bg-n-alpha-2': isContactSidebarOpen }"
+          :icon="
+            isContactSidebarOpen
+              ? 'i-lucide-panel-right-close'
+              : 'i-lucide-panel-right-open'
+          "
+          data-contact-sidebar-toggle
+          @click="handleConversationSidebarToggle"
+        />
+      </div>
+
+      <Transition
+        enter-active-class="transition-transform duration-200 ease-in-out"
+        leave-active-class="transition-transform duration-200 ease-in-out"
+        enter-from-class="ltr:translate-x-full rtl:-translate-x-full"
+        enter-to-class="ltr:translate-x-0 rtl:-translate-x-0"
+        leave-from-class="ltr:translate-x-0 rtl:-translate-x-0"
+        leave-to-class="ltr:translate-x-full rtl:-translate-x-full"
+      >
+        <div
+          v-if="isContactSidebarOpen"
+          id="contact-sidebar-content"
+          class="order-2 w-[85%] sm:w-[50%] flex flex-col bg-n-solid-2 ltr:border-l rtl:border-r border-n-weak shadow-lg"
+        >
+          <div class="shrink-0">
+            <slot name="sidebarHeader" />
+          </div>
+          <div class="flex-1 min-h-0 overflow-y-auto pb-6 pt-3">
+            <slot name="sidebar" />
+          </div>
+        </div>
+      </Transition>
+    </div>
  </section>
 </template>
@@ -5,7 +5,6 @@ import { useMapGetter } from 'dashboard/composables/store';
 import { useUISettings } from 'dashboard/composables/useUISettings';

 import ContactCustomAttributeItem from 'dashboard/components-next/Contacts/ContactsSidebar/ContactCustomAttributeItem.vue';
-import ContactSidebarSection from 'dashboard/components-next/Contacts/ContactsSidebar/ContactSidebarSection.vue';

 const props = defineProps({
  selectedContact: {
@@ -109,12 +108,8 @@ const hasNoUsedAttributes = computed(() => usedAttributes.value.length === 0);
 </script>

 <template>
-  <ContactSidebarSection
-    v-if="hasContactAttributes"
-    :title="t('CONTACTS_LAYOUT.SIDEBAR.TABS.ATTRIBUTES')"
-    body-class="p-0"
-  >
-    <div v-if="!hasNoUsedAttributes" class="flex flex-col px-4 py-1.5">
+  <div v-if="hasContactAttributes" class="flex flex-col gap-6 px-6">
+    <div v-if="!hasNoUsedAttributes" class="flex flex-col gap-2">
      <ContactCustomAttributeItem
        v-for="attribute in usedAttributes"
        :key="attribute.id"
@@ -122,43 +117,36 @@ const hasNoUsedAttributes = computed(() => usedAttributes.value.length === 0);
        :attribute="attribute"
      />
    </div>
-
-    <div
-      v-if="!hasNoUnusedAttributes"
-      class="flex flex-col gap-3 px-4 py-4"
-      :class="{ 'border-t border-n-weak': !hasNoUsedAttributes }"
-    >
-      <span
-        class="text-xs font-semibold tracking-wider uppercase text-n-slate-10"
-      >
-        {{
-          t('CONTACTS_LAYOUT.SIDEBAR.ATTRIBUTES.UNUSED_ATTRIBUTES', {
-            count: unusedAttributesCount,
-          })
-        }}
-      </span>
-      <div class="relative">
-        <span
-          class="absolute i-lucide-search size-3.5 top-2.5 left-3 text-n-slate-10"
-        />
+    <div v-if="!hasNoUnusedAttributes" class="flex items-center gap-3">
+      <div class="flex-1 h-[1px] bg-n-slate-5" />
+      <span class="text-sm font-medium text-n-slate-10">{{
+        t('CONTACTS_LAYOUT.SIDEBAR.ATTRIBUTES.UNUSED_ATTRIBUTES', {
+          count: unusedAttributesCount,
+        })
+      }}</span>
+      <div class="flex-1 h-[1px] bg-n-slate-5" />
+    </div>
+    <div class="flex flex-col gap-3">
+      <div v-if="!hasNoUnusedAttributes" class="relative">
+        <span class="absolute i-lucide-search size-3.5 top-2 left-3" />
        <input
          v-model="searchQuery"
          type="search"
          :placeholder="
            t('CONTACTS_LAYOUT.SIDEBAR.ATTRIBUTES.SEARCH_PLACEHOLDER')
          "
-          class="w-full h-8 py-2 pl-10 pr-2 text-sm border outline-none reset-base rounded-lg border-n-weak bg-n-alpha-black2 dark:bg-n-solid-2 text-n-slate-12"
+          class="w-full h-8 py-2 pl-10 pr-2 text-sm reset-base outline-none border-none rounded-lg bg-n-alpha-black2 dark:bg-n-solid-1 text-n-slate-12"
        />
      </div>
      <div
-        v-if="filteredUnusedAttributes.length === 0"
+        v-if="filteredUnusedAttributes.length === 0 && !hasNoUnusedAttributes"
        class="flex items-center justify-start h-11"
      >
        <p class="text-sm text-n-slate-11">
          {{ t('CONTACTS_LAYOUT.SIDEBAR.ATTRIBUTES.NO_ATTRIBUTES') }}
        </p>
      </div>
-      <div v-else class="flex flex-col">
+      <div v-if="!hasNoUnusedAttributes" class="flex flex-col gap-2">
        <ContactCustomAttributeItem
          v-for="attribute in filteredUnusedAttributes"
          :key="attribute.id"
@@ -166,7 +154,7 @@ const hasNoUsedAttributes = computed(() => usedAttributes.value.length === 0);
        />
      </div>
    </div>
-  </ContactSidebarSection>
+  </div>
  <p v-else class="px-6 py-10 text-sm leading-6 text-center text-n-slate-11">
    {{ t('CONTACTS_LAYOUT.SIDEBAR.ATTRIBUTES.EMPTY_STATE') }}
  </p>
@@ -6,7 +6,6 @@ import { useI18n } from 'vue-i18n';

 import Spinner from 'dashboard/components-next/spinner/Spinner.vue';
 import ConversationCard from 'dashboard/components-next/Conversation/ConversationCard/ConversationCard.vue';
-import ContactSidebarSection from 'dashboard/components-next/Contacts/ContactsSidebar/ContactSidebarSection.vue';

 const { t } = useI18n();
 const route = useRoute();
@@ -35,24 +34,19 @@ const contactConversations = computed(() =>
  >
    <Spinner />
  </div>
-  <div v-else-if="contactConversations.length > 0">
-    <ContactSidebarSection
-      :title="t('CONTACTS_LAYOUT.SIDEBAR.TABS.HISTORY')"
-      :count="contactConversations.length"
-      body-class="p-1.5 max-h-[60vh] overflow-y-auto"
-    >
-      <div class="flex flex-col">
-        <ConversationCard
-          v-for="conversation in contactConversations"
-          :key="conversation.id"
-          :conversation="conversation"
-          :contact="contactsById(conversation.meta.sender.id)"
-          :state-inbox="stateInbox(conversation.inboxId)"
-          :account-labels="accountLabelsValue"
-          class="border-0 rounded-xl hover:bg-n-alpha-1 dark:hover:bg-n-alpha-3"
-        />
-      </div>
-    </ContactSidebarSection>
+  <div
+    v-else-if="contactConversations.length > 0"
+    class="px-6 divide-y divide-n-strong [&>*:hover]:!border-y-transparent [&>*:hover+*]:!border-t-transparent"
+  >
+    <ConversationCard
+      v-for="conversation in contactConversations"
+      :key="conversation.id"
+      :conversation="conversation"
+      :contact="contactsById(conversation.meta.sender.id)"
+      :state-inbox="stateInbox(conversation.inboxId)"
+      :account-labels="accountLabelsValue"
+      class="rounded-none hover:rounded-xl hover:bg-n-alpha-1 dark:hover:bg-n-alpha-3"
+    />
  </div>
  <p v-else class="px-6 py-10 text-sm leading-6 text-center text-n-slate-11">
    {{ t('CONTACTS_LAYOUT.SIDEBAR.HISTORY.EMPTY_STATE') }}
@@ -12,10 +12,9 @@ import GalleryView from 'dashboard/components/widgets/conversation/components/Ga
 import Media from 'dashboard/components-next/SharedAttachments/Media.vue';
 import Files from 'dashboard/components-next/SharedAttachments/Files.vue';
 import Spinner from 'dashboard/components-next/spinner/Spinner.vue';
-import ContactSidebarSection from 'dashboard/components-next/Contacts/ContactsSidebar/ContactSidebarSection.vue';

-const MEDIA_PEEK_LIMIT = 10;
-const FILES_PEEK_LIMIT = 4;
+const MEDIA_PEEK_LIMIT = 12;
+const FILES_PEEK_LIMIT = 6;

 const route = useRoute();
 const router = useRouter();
@@ -74,21 +73,17 @@ onMounted(() => {
 </script>

 <template>
-  <div>
+  <div class="px-6">
    <div v-if="isFetching" class="flex justify-center p-3">
      <Spinner class="size-5" />
    </div>
    <p v-else-if="!hasContent" class="p-3 text-sm text-center text-n-slate-11">
      {{ t('CONVERSATION_SIDEBAR.SHARED_FILES.EMPTY') }}
    </p>
-    <ContactSidebarSection
-      v-else
-      body-class="flex flex-col gap-5 px-4 py-4 max-h-[60vh] overflow-y-auto"
-    >
+    <div v-else class="flex flex-col gap-5">
      <Media
        :attachments="attachments"
        :peek-limit="MEDIA_PEEK_LIMIT"
-        :columns="5"
        show-jump-to-message
        @select="onMediaSelect"
        @jump-to-message="onJumpToMessage"
@@ -100,7 +95,7 @@ onMounted(() => {
        @select="onFileSelect"
        @jump-to-message="onJumpToMessage"
      />
-    </ContactSidebarSection>
+    </div>
    <GalleryView
      v-if="showGallery && selectedAttachment"
      v-model:show="showGallery"
@@ -12,7 +12,6 @@ import { CONTACTS_EVENTS } from 'dashboard/helper/AnalyticsHelper/events';

 import Button from 'dashboard/components-next/button/Button.vue';
 import ContactMergeForm from 'dashboard/components-next/Contacts/ContactsForm/ContactMergeForm.vue';
-import ContactSidebarSection from 'dashboard/components-next/Contacts/ContactsSidebar/ContactSidebarSection.vue';

 const props = defineProps({
  selectedContact: {
@@ -104,44 +103,43 @@ const onMergeContacts = async () => {
 </script>

 <template>
-  <div>
-    <ContactSidebarSection
-      :title="t('CONTACTS_LAYOUT.SIDEBAR.MERGE.TITLE')"
-      body-class="flex flex-col gap-5 px-4 py-4"
-    >
+  <div class="flex flex-col gap-8 px-6">
+    <div class="flex flex-col gap-2">
+      <h4 class="text-base text-n-slate-12">
+        {{ t('CONTACTS_LAYOUT.SIDEBAR.MERGE.TITLE') }}
+      </h4>
      <p class="text-sm text-n-slate-11">
        {{ t('CONTACTS_LAYOUT.SIDEBAR.MERGE.DESCRIPTION') }}
      </p>
-      <ContactMergeForm
-        v-model:primary-contact-id="state.primaryContactId"
-        :selected-contact="selectedContact"
-        :primary-contact-list="primaryContactList"
-        :is-searching="isSearching"
-        :has-error="!!v$.primaryContactId.$error"
-        :error-message="
-          v$.primaryContactId.$error
-            ? t('CONTACTS_LAYOUT.SIDEBAR.MERGE.PRIMARY_REQUIRED_ERROR')
-            : ''
-        "
-        @search="onContactSearch"
+    </div>
+    <ContactMergeForm
+      v-model:primary-contact-id="state.primaryContactId"
+      :selected-contact="selectedContact"
+      :primary-contact-list="primaryContactList"
+      :is-searching="isSearching"
+      :has-error="!!v$.primaryContactId.$error"
+      :error-message="
+        v$.primaryContactId.$error
+          ? t('CONTACTS_LAYOUT.SIDEBAR.MERGE.PRIMARY_REQUIRED_ERROR')
+          : ''
+      "
+      @search="onContactSearch"
+    />
+    <div class="flex items-center justify-between gap-3">
+      <Button
+        variant="faded"
+        color="slate"
+        :label="t('CONTACTS_LAYOUT.SIDEBAR.MERGE.BUTTONS.CANCEL')"
+        class="w-full bg-n-alpha-2 text-n-blue-11 hover:bg-n-alpha-3"
+        @click="resetState"
      />
-      <div class="flex items-center justify-end gap-3">
-        <Button
-          variant="faded"
-          color="slate"
-          size="sm"
-          :label="t('CONTACTS_LAYOUT.SIDEBAR.MERGE.BUTTONS.CANCEL')"
-          class="bg-n-alpha-2 text-n-blue-11 hover:bg-n-alpha-3"
-          @click="resetState"
-        />
-        <Button
-          :label="t('CONTACTS_LAYOUT.SIDEBAR.MERGE.BUTTONS.CONFIRM')"
-          size="sm"
-          :is-loading="isMergingContact"
-          :disabled="isMergingContact"
-          @click="onMergeContacts"
-        />
-      </div>
-    </ContactSidebarSection>
+      <Button
+        :label="t('CONTACTS_LAYOUT.SIDEBAR.MERGE.BUTTONS.CONFIRM')"
+        class="w-full"
+        :is-loading="isMergingContact"
+        :disabled="isMergingContact"
+        @click="onMergeContacts"
+      />
+    </div>
  </div>
 </template>
@@ -1,5 +1,5 @@
 <script setup>
-import { reactive, computed, ref } from 'vue';
+import { reactive, computed } from 'vue';
 import { useI18n } from 'vue-i18n';
 import { useStore, useMapGetter } from 'dashboard/composables/store';
 import { useRoute } from 'vue-router';
@@ -8,7 +8,6 @@ import { useKeyboardEvents } from 'dashboard/composables/useKeyboardEvents';
 import Editor from 'dashboard/components-next/Editor/Editor.vue';
 import Spinner from 'dashboard/components-next/spinner/Spinner.vue';
 import Button from 'dashboard/components-next/button/Button.vue';
-import ContactSidebarSection from 'dashboard/components-next/Contacts/ContactsSidebar/ContactSidebarSection.vue';
 import ContactNoteItem from './components/ContactNoteItem.vue';

 const { t } = useI18n();
@@ -26,16 +25,6 @@ const isFetchingNotes = computed(() => uiFlags.value.isFetching);
 const isCreatingNote = computed(() => uiFlags.value.isCreating);
 const notes = computed(() => notesByContact.value(route.params.contactId));

-const searchQuery = ref('');
-
-const filteredNotes = computed(() => {
-  const query = searchQuery.value.trim().toLowerCase();
-  if (!query) return notes.value;
-  return notes.value.filter(note =>
-    (note.content || '').toLowerCase().includes(query)
-  );
-});
-
 const getWrittenBy = note => {
  const isCurrentUser = note?.user?.id === currentUser.value.id;
  return isCurrentUser
@@ -66,73 +55,47 @@ useKeyboardEvents(keyboardEvents);
 </script>

 <template>
-  <ContactSidebarSection
-    :title="t('CONTACTS_LAYOUT.PROFILE.SECTIONS.NOTES')"
-    :count="notes.length || null"
-    body-class="p-0"
-  >
-    <div class="border-b border-n-weak">
-      <Editor
-        v-model="state.message"
-        :placeholder="t('CONTACTS_LAYOUT.SIDEBAR.NOTES.PLACEHOLDER')"
-        class="[&>div]:!border-transparent [&>div]:!bg-transparent [&>div]:px-4 [&>div]:py-3"
-      >
-        <template #actions>
-          <div class="flex items-center gap-3">
-            <Button
-              variant="link"
-              color="blue"
-              size="sm"
-              :label="t('CONTACTS_LAYOUT.SIDEBAR.NOTES.SAVE')"
-              class="hover:no-underline"
-              :is-loading="isCreatingNote"
-              :disabled="!state.message || isCreatingNote"
-              @click="onAdd(state.message)"
-            />
-          </div>
-        </template>
-      </Editor>
-    </div>
+  <div class="flex flex-col gap-6">
+    <Editor
+      v-model="state.message"
+      :placeholder="t('CONTACTS_LAYOUT.SIDEBAR.NOTES.PLACEHOLDER')"
+      focus-on-mount
+      class="[&>div]:!border-transparent [&>div]:px-4 [&>div]:py-4 px-6"
+    >
+      <template #actions>
+        <div class="flex items-center gap-3">
+          <Button
+            variant="link"
+            color="blue"
+            size="sm"
+            :label="t('CONTACTS_LAYOUT.SIDEBAR.NOTES.SAVE')"
+            class="hover:no-underline"
+            :is-loading="isCreatingNote"
+            :disabled="!state.message || isCreatingNote"
+            @click="onAdd(state.message)"
+          />
+        </div>
+      </template>
+    </Editor>
    <div
      v-if="isFetchingNotes"
      class="flex items-center justify-center py-10 text-n-slate-11"
    >
      <Spinner />
    </div>
-    <template v-else-if="notes.length > 0">
-      <div class="px-4 py-3 border-b border-n-weak">
-        <div class="relative">
-          <span
-            class="absolute i-lucide-search size-3.5 top-2.5 left-3 text-n-slate-10"
-          />
-          <input
-            v-model="searchQuery"
-            type="search"
-            :placeholder="t('CONTACTS_LAYOUT.SIDEBAR.NOTES.SEARCH_PLACEHOLDER')"
-            class="w-full h-8 py-2 pl-10 pr-2 text-sm border outline-none reset-base rounded-lg border-n-weak bg-n-alpha-black2 dark:bg-n-solid-2 text-n-slate-12"
-          />
-        </div>
-      </div>
-      <div class="px-4 max-h-[60vh] overflow-y-auto [&>div]:!border-b-0">
-        <ContactNoteItem
-          v-for="note in filteredNotes"
-          :key="note.id"
-          class="py-3.5"
-          :note="note"
-          :written-by="getWrittenBy(note)"
-          allow-delete
-          @delete="onDelete"
-        />
-        <p
-          v-if="filteredNotes.length === 0"
-          class="py-6 text-sm leading-6 text-center text-n-slate-11"
-        >
-          {{ t('CONTACTS_LAYOUT.SIDEBAR.NOTES.NO_RESULTS') }}
-        </p>
-      </div>
-    </template>
-    <p v-else class="px-4 py-6 text-sm leading-6 text-center text-n-slate-11">
+    <div v-else-if="notes.length > 0">
+      <ContactNoteItem
+        v-for="note in notes"
+        :key="note.id"
+        class="mx-6 py-4"
+        :note="note"
+        :written-by="getWrittenBy(note)"
+        allow-delete
+        @delete="onDelete"
+      />
+    </div>
+    <p v-else class="px-6 py-6 text-sm leading-6 text-center text-n-slate-11">
      {{ t('CONTACTS_LAYOUT.SIDEBAR.NOTES.EMPTY_STATE') }}
    </p>
-  </ContactSidebarSection>
+  </div>
 </template>
@@ -1,43 +0,0 @@
-<script setup>
-defineProps({
-  title: {
-    type: String,
-    default: '',
-  },
-  count: {
-    type: [Number, String],
-    default: null,
-  },
-  bodyClass: {
-    type: String,
-    default: 'px-4 py-4',
-  },
-});
-</script>
-
-<template>
-  <section
-    class="flex flex-col overflow-hidden border rounded-2xl border-n-weak bg-n-solid-1"
-  >
-    <header
-      v-if="title || $slots.action"
-      class="flex items-center justify-between gap-2 px-5 py-4 border-b border-n-weak"
-    >
-      <h4
-        class="text-xs font-semibold tracking-wider uppercase text-n-slate-10"
-      >
-        {{ title }}
-        <span
-          v-if="count !== null && count !== ''"
-          class="font-medium tracking-normal normal-case ms-1 text-n-slate-10"
-        >
-          {{ count }}
-        </span>
-      </h4>
-      <slot name="action" />
-    </header>
-    <div :class="bodyClass">
-      <slot />
-    </div>
-  </section>
-</template>
@@ -12,15 +12,6 @@ import ContactsForm from 'dashboard/components-next/Contacts/ContactsForm/Contac
 import ConfirmContactDeleteDialog from 'dashboard/components-next/Contacts/ContactsForm/ConfirmContactDeleteDialog.vue';
 import Policy from 'dashboard/components/policy.vue';

-import TabBar from 'dashboard/components-next/tabbar/TabBar.vue';
-import ContactStats from 'dashboard/components-next/Contacts/Pages/ContactStats.vue';
-import ContactSidebarSection from 'dashboard/components-next/Contacts/ContactsSidebar/ContactSidebarSection.vue';
-import ContactCustomAttributes from 'dashboard/components-next/Contacts/ContactsSidebar/ContactCustomAttributes.vue';
-import ContactHistory from 'dashboard/components-next/Contacts/ContactsSidebar/ContactHistory.vue';
-import ContactNotes from 'dashboard/components-next/Contacts/ContactsSidebar/ContactNotes.vue';
-import ContactMedia from 'dashboard/components-next/Contacts/ContactsSidebar/ContactMedia.vue';
-import ContactMerge from 'dashboard/components-next/Contacts/ContactsSidebar/ContactMerge.vue';
-
 const props = defineProps({
  selectedContact: {
    type: Object,
@@ -47,34 +38,6 @@ const isFormInvalid = computed(() => contactsFormRef.value?.isFormInvalid);

 const contactData = ref({});

-const metaSeparator = '•';
-
-const contactId = computed(() => props.selectedContact?.id);
-
-const CONTACT_SECTIONS = [
-  { value: 'details', label: 'CONTACTS_LAYOUT.PROFILE.SECTIONS.DETAILS' },
-  { value: 'attributes', label: 'CONTACTS_LAYOUT.SIDEBAR.TABS.ATTRIBUTES' },
-  { value: 'history', label: 'CONTACTS_LAYOUT.PROFILE.STATS.CONVERSATIONS' },
-  { value: 'notes', label: 'CONTACTS_LAYOUT.PROFILE.STATS.NOTES' },
-  { value: 'media', label: 'CONTACTS_LAYOUT.PROFILE.STATS.FILES' },
-  { value: 'merge', label: 'CONTACTS_LAYOUT.SIDEBAR.TABS.MERGE' },
-];
-
-const activeSection = ref('details');
-
-const sectionTabs = computed(() =>
-  CONTACT_SECTIONS.map(section => ({ label: t(section.label) }))
-);
-
-const activeSectionIndex = computed(() =>
-  CONTACT_SECTIONS.findIndex(section => section.value === activeSection.value)
-);
-
-const handleSectionChange = tab => {
-  const index = sectionTabs.value.findIndex(item => item.label === tab.label);
-  if (index !== -1) activeSection.value = CONTACT_SECTIONS[index].value;
-};
-
 const getInitialContactData = () => {
  if (!props.selectedContact) return {};
  return { ...props.selectedContact };
@@ -82,9 +45,6 @@ const getInitialContactData = () => {

 onMounted(() => {
  Object.assign(contactData.value, getInitialContactData());
-  if (contactId.value) {
-    store.dispatch('contacts/fetchAttachments', contactId.value);
-  }
 });

 const createdAt = computed(() => {
@@ -161,8 +121,8 @@ const handleAvatarDelete = async () => {
 </script>

 <template>
-  <div class="flex flex-col gap-8 pb-10">
-    <div class="flex items-start gap-5 min-w-0">
+  <div class="flex flex-col items-start gap-8 pb-6">
+    <div class="flex flex-col items-start gap-3">
      <Avatar
        :src="avatarSrc || ''"
        :name="selectedContact?.name || ''"
@@ -171,112 +131,73 @@ const handleAvatarDelete = async () => {
        @upload="handleAvatarUpload"
        @delete="handleAvatarDelete"
      />
-      <div class="flex flex-col gap-2 min-w-0">
-        <h1
-          class="text-xl font-semibold leading-tight tracking-tight truncate text-n-slate-12"
-        >
+      <div class="flex flex-col gap-1">
+        <h3 class="text-base font-medium text-n-slate-12">
          {{ selectedContact?.name }}
-        </h1>
-        <div
-          class="flex flex-wrap items-center text-sm gap-x-2 gap-y-1 text-n-slate-11"
-        >
+        </h3>
+        <div class="flex flex-col gap-1.5">
          <span
            v-if="selectedContact?.identifier"
-            class="inline-flex items-center gap-1"
+            class="inline-flex items-center gap-1 text-sm text-n-slate-11"
          >
            <span class="i-ph-user-gear text-n-slate-10 size-4" />
            {{ selectedContact?.identifier }}
          </span>
-          <span v-if="selectedContact?.identifier" class="text-n-slate-8">
-            {{ metaSeparator }}
-          </span>
-          <span>
-            {{ t('CONTACTS_LAYOUT.DETAILS.CREATED_AT', { date: createdAt }) }}
-          </span>
-          <span class="text-n-slate-8">{{ metaSeparator }}</span>
-          <span>
+          <span class="inline-flex items-center gap-1 text-sm text-n-slate-11">
+            <span
+              v-if="selectedContact?.identifier"
+              class="i-ph-activity text-n-slate-10 size-4"
+            />
+            {{ $t('CONTACTS_LAYOUT.DETAILS.CREATED_AT', { date: createdAt }) }}
+            •
            {{
-              t('CONTACTS_LAYOUT.DETAILS.LAST_ACTIVITY', {
+              $t('CONTACTS_LAYOUT.DETAILS.LAST_ACTIVITY', {
                date: lastActivityAt,
              })
            }}
          </span>
        </div>
-        <ContactLabels :contact-id="selectedContact?.id" />
      </div>
+      <ContactLabels :contact-id="selectedContact?.id" />
    </div>
-
-    <ContactStats :contact-id="contactId" :last-seen="lastActivityAt" />
-
-    <div class="flex flex-col gap-4">
-      <TabBar
-        :tabs="sectionTabs"
-        :initial-active-tab="activeSectionIndex"
-        class="max-w-full bg-n-alpha-black2"
-        @tab-changed="handleSectionChange"
+    <div class="flex flex-col items-start gap-6">
+      <ContactsForm
+        ref="contactsFormRef"
+        :contact-data="contactData"
+        is-details-view
+        @update="handleFormUpdate"
      />
-
-      <div>
-        <template v-if="activeSection === 'details'">
-          <div class="flex flex-col gap-4">
-            <ContactSidebarSection
-              :title="t('CONTACTS_LAYOUT.PROFILE.SECTIONS.DETAILS')"
-              body-class="px-4 py-4"
-            >
-              <div class="flex flex-col items-start gap-6">
-                <ContactsForm
-                  ref="contactsFormRef"
-                  :contact-data="contactData"
-                  is-details-view
-                  @update="handleFormUpdate"
-                />
-                <Button
-                  :label="
-                    t('CONTACTS_LAYOUT.CARD.EDIT_DETAILS_FORM.UPDATE_BUTTON')
-                  "
-                  size="sm"
-                  :is-loading="isUpdating"
-                  :disabled="isUpdating || isFormInvalid"
-                  @click="updateContact"
-                />
-              </div>
-            </ContactSidebarSection>
-            <Policy :permissions="['administrator']">
-              <ContactSidebarSection
-                :title="t('CONTACTS_LAYOUT.DETAILS.DELETE_CONTACT')"
-                body-class="flex flex-col items-start gap-4 p-4"
-              >
-                <span class="text-sm text-n-slate-11">
-                  {{ t('CONTACTS_LAYOUT.DETAILS.DELETE_CONTACT_DESCRIPTION') }}
-                </span>
-                <Button
-                  :label="t('CONTACTS_LAYOUT.DETAILS.DELETE_CONTACT')"
-                  color="ruby"
-                  size="sm"
-                  @click="openConfirmDeleteContactDialog"
-                />
-              </ContactSidebarSection>
-              <ConfirmContactDeleteDialog
-                ref="confirmDeleteContactDialogRef"
-                :selected-contact="selectedContact"
-                @go-to-contacts-list="emit('goToContactsList')"
-              />
-            </Policy>
-          </div>
-        </template>
-        <ContactCustomAttributes
-          v-else-if="activeSection === 'attributes'"
-          :selected-contact="selectedContact"
-        />
-        <ContactHistory v-else-if="activeSection === 'history'" />
-        <ContactNotes v-else-if="activeSection === 'notes'" />
-        <ContactMedia v-else-if="activeSection === 'media'" />
-        <ContactMerge
-          v-else-if="activeSection === 'merge'"
-          :selected-contact="selectedContact"
-          @go-to-contacts-list="emit('goToContactsList')"
+      <Button
+        :label="t('CONTACTS_LAYOUT.CARD.EDIT_DETAILS_FORM.UPDATE_BUTTON')"
+        size="sm"
+        :is-loading="isUpdating"
+        :disabled="isUpdating || isFormInvalid"
+        @click="updateContact"
+      />
+    </div>
+    <Policy :permissions="['administrator']">
+      <div
+        class="flex flex-col items-start w-full gap-4 pt-6 border-t border-n-strong"
+      >
+        <div class="flex flex-col gap-2">
+          <h6 class="text-base font-medium text-n-slate-12">
+            {{ t('CONTACTS_LAYOUT.DETAILS.DELETE_CONTACT') }}
+          </h6>
+          <span class="text-sm text-n-slate-11">
+            {{ t('CONTACTS_LAYOUT.DETAILS.DELETE_CONTACT_DESCRIPTION') }}
+          </span>
+        </div>
+        <Button
+          :label="t('CONTACTS_LAYOUT.DETAILS.DELETE_CONTACT')"
+          color="ruby"
+          @click="openConfirmDeleteContactDialog"
        />
      </div>
-    </div>
+      <ConfirmContactDeleteDialog
+        ref="confirmDeleteContactDialogRef"
+        :selected-contact="selectedContact"
+        @go-to-contacts-list="emit('goToContactsList')"
+      />
+    </Policy>
  </div>
 </template>
@@ -1,75 +0,0 @@
-<script setup>
-import { computed } from 'vue';
-import { useI18n } from 'vue-i18n';
-import { useMapGetter } from 'dashboard/composables/store';
-
-const props = defineProps({
-  contactId: {
-    type: [Number, String],
-    default: null,
-  },
-  lastSeen: {
-    type: String,
-    default: '',
-  },
-});
-
-const { t } = useI18n();
-
-const conversationsByContact = useMapGetter(
-  'contactConversations/getAllConversationsByContactId'
-);
-const notesByContact = useMapGetter('contactNotes/getAllNotesByContactId');
-const attachmentsByContact = useMapGetter('contacts/getContactAttachments');
-
-const statTiles = computed(() => [
-  {
-    key: 'conversations',
-    label: t('CONTACTS_LAYOUT.PROFILE.STATS.CONVERSATIONS'),
-    value: conversationsByContact.value(props.contactId)?.length ?? 0,
-  },
-  {
-    key: 'notes',
-    label: t('CONTACTS_LAYOUT.PROFILE.STATS.NOTES'),
-    value: notesByContact.value(props.contactId)?.length ?? 0,
-  },
-  {
-    key: 'files',
-    label: t('CONTACTS_LAYOUT.PROFILE.STATS.FILES'),
-    value:
-      attachmentsByContact.value(props.contactId)?.filter(a => a.data_url)
-        ?.length ?? 0,
-  },
-]);
-</script>
-
-<template>
-  <div
-    class="grid grid-cols-2 overflow-hidden border sm:grid-cols-4 gap-px rounded-xl border-n-weak bg-n-weak"
-  >
-    <div
-      v-for="tile in statTiles"
-      :key="tile.key"
-      class="flex flex-col gap-2 px-5 py-5 bg-n-solid-1"
-    >
-      <span
-        class="text-xs font-semibold tracking-wider uppercase text-n-slate-10"
-      >
-        {{ tile.label }}
-      </span>
-      <span class="text-3xl font-semibold tabular-nums text-n-slate-12">
-        {{ tile.value }}
-      </span>
-    </div>
-    <div class="flex flex-col gap-2 px-5 py-5 bg-n-solid-1">
-      <span
-        class="text-xs font-semibold tracking-wider uppercase text-n-slate-10"
-      >
-        {{ t('CONTACTS_LAYOUT.PROFILE.STATS.LAST_SEEN') }}
-      </span>
-      <span class="text-base font-medium truncate text-n-slate-12">
-        {{ lastSeen || t('CONTACTS_LAYOUT.PROFILE.STATS.NEVER') }}
-      </span>
-    </div>
-  </div>
-</template>
@@ -16,6 +16,7 @@ import { useAlert } from 'dashboard/composables';
 import { frontendURL, conversationUrl } from 'dashboard/helper/URLHelper';
 import { useCallsStore } from 'dashboard/stores/calls';
 import { useWhatsappCallSession } from 'dashboard/composables/useWhatsappCallSession';
+import ContactAPI from 'dashboard/api/contacts';

 import Button from 'dashboard/components-next/button/Button.vue';
 import Dialog from 'dashboard/components-next/dialog/Dialog.vue';
@@ -82,18 +83,39 @@ const navigateToConversation = conversationId => {

 const whatsappCallSession = useWhatsappCallSession();

+// Find the most recent open conversation for this contact in the picked inbox.
+// WhatsApp /initiate is conversation-scoped (unlike Twilio's contact-scoped path).
+// Pass inboxId so the BE applies the filter before the 20-row cap — without it,
+// contacts whose latest WhatsApp conversation falls outside the 20 most recent
+// across all inboxes would be treated as having no conversation.
+const findWhatsappConversationId = async inboxId => {
+  const { data } = await ContactAPI.getConversations(props.contactId, {
+    inboxId,
+  });
+  const conversations = data?.payload || [];
+  const match = [...conversations].sort(
+    (a, b) => (b.last_activity_at || 0) - (a.last_activity_at || 0)
+  )[0];
+  return match?.id || null;
+};
+
 const startWhatsappCall = async (inboxId, conversationIdHint) => {
-  const response = await whatsappCallSession.initiateOutboundCall(
-    conversationIdHint
-      ? { conversationId: conversationIdHint }
-      : { contactId: props.contactId, inboxId }
-  );
+  // WhatsApp /initiate is conversation-scoped, so we must hand it a
+  // conversation. Use the caller's hint when given (in-conversation flow);
+  // otherwise pick the most recent one in the inbox.
+  const conversationId =
+    conversationIdHint || (await findWhatsappConversationId(inboxId));
+  if (!conversationId) {
+    useAlert(t('CONTACT_PANEL.CALL_FAILED'));
+    return;
+  }
+
+  const response =
+    await whatsappCallSession.initiateOutboundCall(conversationId);
  // The composable returns { status: 'locked' } when an init is already in
  // flight or a call is already active; treat that as a soft no-op rather than
  // claiming success.
  if (response?.status === VOICE_CALL_OUTBOUND_INIT_STATUS.LOCKED) return;
-
-  const conversationId = response?.conversation_id || conversationIdHint;
  if (!response?.id) {
    // Permission template path returns no call id. Mirror the header button and
    // surface whether the request was just sent or is already pending instead of
@@ -20,21 +20,10 @@ const props = defineProps({
  attachments: { type: Array, default: () => [] },
  peekLimit: { type: Number, default: 0 },
  showJumpToMessage: { type: Boolean, default: false },
-  columns: { type: Number, default: 3 },
 });

 const emit = defineEmits(['select', 'jumpToMessage']);

-const gridColsClass = computed(
-  () =>
-    ({
-      3: 'grid-cols-3',
-      4: 'grid-cols-4',
-      5: 'grid-cols-5',
-      6: 'grid-cols-6',
-    })[props.columns] || 'grid-cols-3'
-);
-
 const { t } = useI18n();

 const mediaAttachments = computed(() =>
@@ -188,7 +177,7 @@ const onDownloadFile = async attachment => {
        @click="showAll = !showAll"
      />
    </header>
-    <div class="grid gap-2" :class="gridColsClass">
+    <div class="grid grid-cols-3 gap-2">
      <div
        v-for="(attachment, index) in visibleMedia"
        :key="attachment.id"
@@ -9,7 +9,6 @@ const props = defineProps({
  // null = neutral, true = good direction, false = bad direction
  trendGood: { type: Boolean, default: null },
  clickable: { type: Boolean, default: false },
-  loading: { type: Boolean, default: false },
 });

 const emit = defineEmits(['click']);
@@ -46,11 +45,7 @@ const onActivate = () => {
        class="transition-opacity opacity-0 cursor-help i-lucide-info size-3.5 text-n-slate-10 group-hover:opacity-100"
      />
    </div>
-    <div v-if="loading" class="flex items-end justify-between gap-2">
-      <div class="w-20 rounded h-9 bg-n-slate-3 animate-pulse" />
-      <div class="w-10 h-5 rounded bg-n-slate-3 animate-pulse" />
-    </div>
-    <div v-else class="flex items-end justify-between gap-2">
+    <div class="flex items-end justify-between gap-2">
      <span
        class="text-3xl font-semibold tracking-tight tabular-nums text-n-slate-12"
      >
@@ -9,10 +9,6 @@ const props = defineProps({
    type: String,
    default: '30',
  },
-  stats: {
-    type: Object,
-    default: null,
-  },
 });

 const route = useRoute();
@@ -24,41 +20,22 @@ const assistantId = computed(() => route.params.assistantId);
 const welcomeMarkdown = ref('');
 const isLoading = ref(false);

-// Increments on every fetch so a slow response for a superseded
-// range/stats/assistant can't overwrite the latest request's state.
-let fetchToken = 0;
-
 const fetchSummary = async () => {
-  fetchToken += 1;
-  const token = fetchToken;
-
-  if (!props.stats) {
-    welcomeMarkdown.value = '';
-    isLoading.value = false;
-    return;
-  }
-
  isLoading.value = true;
-  let message = '';
  try {
    const { data } = await CaptainAssistant.getSummary({
      assistantId: assistantId.value,
      range: props.range,
-      stats: props.stats,
    });
-    message = data.message ?? '';
+    welcomeMarkdown.value = data.message ?? '';
  } catch {
-    message = '';
+    welcomeMarkdown.value = '';
+  } finally {
+    isLoading.value = false;
  }
-
-  if (token !== fetchToken) return;
-  welcomeMarkdown.value = message;
-  isLoading.value = false;
 };

-watch([() => props.range, () => props.stats, assistantId], fetchSummary, {
-  immediate: true,
-});
+watch([() => props.range, assistantId], fetchSummary, { immediate: true });

 // Render through the shared markdown formatter (html disabled, so it is safe)
 // used everywhere else for Captain output, instead of a bespoke parser. It
@@ -1,342 +0,0 @@
-<script setup>
-import { computed, ref } from 'vue';
-import { useI18n, I18nT } from 'vue-i18n';
-import Icon from 'dashboard/components-next/icon/Icon.vue';
-import Popover from 'dashboard/components-next/popover/Popover.vue';
-import { useStore, useMapGetter } from 'dashboard/composables/store';
-import { useAccount } from 'dashboard/composables/useAccount';
-import { FEATURE_FLAGS } from 'dashboard/featureFlags';
-import { useMessageContext } from './provider.js';
-import { MESSAGE_VARIANTS, ORIENTATION } from './constants';
-
-const props = defineProps({
-  messageId: { type: Number, required: true },
-});
-
-const { t } = useI18n();
-const { orientation, variant, createdAt } = useMessageContext();
-const store = useStore();
-const { isCloudFeatureEnabled } = useAccount();
-
-const isOpen = ref(false);
-
-const showSparkle = computed(() =>
-  isCloudFeatureEnabled(FEATURE_FLAGS.CAPTAIN_V2)
-);
-
-const session = computed(() =>
-  store.getters['captainAgentSessions/getSessionByMessageId'](props.messageId)
-);
-const hasFetched = computed(() =>
-  store.getters['captainAgentSessions/hasFetched'](props.messageId)
-);
-const isLoading = computed(
-  () =>
-    !hasFetched.value ||
-    store.getters['captainAgentSessions/isFetching'](props.messageId)
-);
-
-const citations = computed(() => session.value?.citations || []);
-
-const scenarioTitles = computed(() =>
-  (session.value?.scenarios || []).reduce((map, scenario) => {
-    map[scenario.id] = scenario.title;
-    return map;
-  }, {})
-);
-
-// Fallback for agents without a matching scenario title:
-// "chatwoot_assistant" → "Chatwoot assistant",
-// "scenario_5_chatwoot_uptime_agent" → "Chatwoot uptime".
-const humanizeAgentName = agentName => {
-  const label = agentName
-    .replace(/^scenario_\d+_/, '')
-    .replace(/_agent$/, '')
-    .replaceAll('_', ' ')
-    .trim();
-  return label.charAt(0).toUpperCase() + label.slice(1);
-};
-
-const handoffLabel = agentName => {
-  const scenarioId = agentName.match(/^scenario_(\d+)/)?.[1];
-  return scenarioTitles.value[scenarioId] || humanizeAgentName(agentName);
-};
-
-const ACRONYMS = ['faq', 'api', 'url', 'id', 'sla', 'csat'];
-
-// Tool names arrive as RubyLLM identifiers like
-// "captain--tools--faq_lookup" or "custom_get_status_page_overview";
-// show "FAQ Lookup" / "Get Status Page Overview" instead.
-const humanizeToolName = name => {
-  return (name || '')
-    .split('--')
-    .pop()
-    .replace(/^custom_/, '')
-    .split('_')
-    .filter(Boolean)
-    .map(word =>
-      ACRONYMS.includes(word)
-        ? word.toUpperCase()
-        : word.charAt(0).toUpperCase() + word.slice(1)
-    )
-    .join(' ');
-};
-
-// Argument keys are camelCased by the store ("labelName"); show "Label Name".
-const humanizeArgumentKey = key =>
-  key
-    .replace(/([a-z])([A-Z])/g, '$1 $2')
-    .split(' ')
-    .map(word => word.charAt(0).toUpperCase() + word.slice(1))
-    .join(' ');
-
-const formatArguments = args => {
-  if (!args || typeof args !== 'object') return '';
-  return Object.entries(args)
-    .map(([key, value]) => `${humanizeArgumentKey(key)}: ${value}`)
-    .join(', ');
-};
-
-// Timeline of what Captain did during the run: tool calls (with their
-// arguments) and scenario/agent handoffs. Message bodies and raw tool
-// results are intentionally not echoed here.
-const steps = computed(() => {
-  const runContext = session.value?.runContext;
-  const result = [];
-  let currentAgent = null;
-
-  (Array.isArray(runContext) ? runContext : []).forEach(entry => {
-    if (entry?.role !== 'assistant') return;
-
-    const agentName = entry.agentName;
-    if (agentName && agentName !== currentAgent) {
-      if (currentAgent !== null) {
-        result.push({ type: 'handoff', name: handoffLabel(agentName) });
-      }
-      currentAgent = agentName;
-    }
-
-    (entry.toolCalls || []).forEach(call => {
-      // Agent-to-agent transfers surface as "handoff_to_<agent>" tool calls;
-      // the agent_name change above already yields a handoff step for them.
-      if (call.name?.startsWith('handoff_to_')) return;
-
-      result.push({
-        type: 'tool',
-        name: humanizeToolName(call.name),
-        detail: formatArguments(call.arguments),
-      });
-    });
-  });
-
-  return result;
-});
-
-// The final assistant entry stores structured content ({response, reasoning});
-// surface the model's reasoning for the reply it produced.
-const reasoning = computed(() => {
-  const runContext = session.value?.runContext;
-  if (!Array.isArray(runContext)) return '';
-
-  const entry = [...runContext]
-    .reverse()
-    .find(item => item?.role === 'assistant' && item.content?.reasoning);
-  return entry?.content?.reasoning || '';
-});
-
-const STEP_ICONS = {
-  tool: 'i-ph-wrench',
-  handoff: 'i-ph-user-switch',
-};
-
-const STEP_KEYPATHS = {
-  tool: 'CONVERSATION.CAPTAIN_GENERATION.STEP_TOOL',
-  handoff: 'CONVERSATION.CAPTAIN_GENERATION.STEP_HANDOFF',
-};
-
-const currentUser = useMapGetter('getCurrentUser');
-const isSuperAdmin = computed(() => currentUser.value.type === 'SuperAdmin');
-
-// Model and credits are only surfaced to super admins and in development.
-const devDetails = computed(() => {
-  if (!session.value) return null;
-  if (!import.meta.env.DEV && !isSuperAdmin.value) return null;
-  const model = t('CONVERSATION.CAPTAIN_GENERATION.MODEL', {
-    model: session.value.llmModel,
-  });
-  const credits = t('CONVERSATION.CAPTAIN_GENERATION.CREDITS', {
-    credits: session.value.creditsConsumed,
-  });
-  return `${model} · ${credits}`;
-});
-
-// With the sparkle at the row start, the meta gets pushed to the opposite end;
-// without it, fall back to the message orientation.
-const rowLayoutClass = computed(() => {
-  if (showSparkle.value) return 'justify-between';
-  return orientation.value === ORIENTATION.LEFT
-    ? 'justify-start'
-    : 'justify-end';
-});
-
-// Blend the sparkle with the bubble background: amber on private notes,
-// slate everywhere else. Tokens adapt to dark mode on their own.
-const sparkleColorClass = computed(() => {
-  if (variant.value === MESSAGE_VARIANTS.PRIVATE) {
-    return isOpen.value
-      ? 'text-n-amber-12/80'
-      : 'text-n-amber-12/40 hover:text-n-amber-12/70';
-  }
-  return isOpen.value
-    ? 'text-n-slate-12'
-    : 'text-n-slate-11/60 hover:text-n-slate-12';
-});
-
-const popoverAlign = computed(() =>
-  orientation.value === ORIENTATION.LEFT ? 'start' : 'end'
-);
-
-const prefetch = () => {
-  store.dispatch('captainAgentSessions/fetch', {
-    messageId: props.messageId,
-    createdAt: createdAt.value,
-  });
-};
-
-const onPopoverShow = () => {
-  isOpen.value = true;
-  prefetch();
-};
-
-const onPopoverHide = () => {
-  isOpen.value = false;
-};
-</script>
-
-<template>
-  <div class="flex items-center gap-1.5" :class="rowLayoutClass">
-    <Popover
-      v-if="showSparkle"
-      :align="popoverAlign"
-      @show="onPopoverShow"
-      @hide="onPopoverHide"
-    >
-      <button
-        v-tooltip="t('CONVERSATION.CAPTAIN_GENERATION.TITLE')"
-        type="button"
-        class="inline-flex items-center gap-1 p-0 bg-transparent border-0 cursor-pointer"
-        :class="sparkleColorClass"
-        @mouseenter="prefetch"
-        @focus="prefetch"
-      >
-        <Icon icon="i-ph-sparkle-fill" class="size-3.5" />
-        <span class="text-xs">
-          {{ t('CONVERSATION.CAPTAIN_GENERATION.GENERATED_BY') }}
-        </span>
-      </button>
-      <template #content>
-        <div class="flex flex-col gap-4 p-4 w-80">
-          <span v-if="isLoading" class="text-xs text-n-slate-11">
-            {{ t('CONVERSATION.CAPTAIN_GENERATION.LOADING') }}
-          </span>
-          <span v-else-if="!session" class="text-xs text-n-slate-11">
-            {{ t('CONVERSATION.CAPTAIN_GENERATION.EMPTY') }}
-          </span>
-          <template v-else>
-            <div v-if="steps.length" class="flex flex-col gap-2">
-              <span class="text-xs font-medium text-n-slate-11">
-                {{ t('CONVERSATION.CAPTAIN_GENERATION.TIMELINE') }}
-              </span>
-              <div class="flex flex-col">
-                <div
-                  v-for="(step, index) in steps"
-                  :key="index"
-                  class="flex gap-2.5"
-                >
-                  <div class="flex flex-col items-center">
-                    <span
-                      class="flex items-center justify-center rounded-full size-5 bg-n-alpha-2 text-n-slate-11"
-                    >
-                      <Icon :icon="STEP_ICONS[step.type]" class="size-3" />
-                    </span>
-                    <span
-                      v-if="index < steps.length - 1"
-                      class="flex-1 w-px min-h-2 bg-n-weak"
-                    />
-                  </div>
-                  <div
-                    class="flex flex-col min-w-0 gap-0.5"
-                    :class="index < steps.length - 1 ? 'pb-3' : ''"
-                  >
-                    <I18nT
-                      :keypath="STEP_KEYPATHS[step.type]"
-                      tag="span"
-                      class="text-xs leading-5 text-n-slate-11"
-                    >
-                      <template #name>
-                        <span class="font-medium text-n-slate-12">
-                          {{ step.name }}
-                        </span>
-                      </template>
-                    </I18nT>
-                    <span
-                      v-if="step.detail"
-                      class="text-xs text-n-slate-11 break-words"
-                    >
-                      {{ step.detail }}
-                    </span>
-                  </div>
-                </div>
-              </div>
-            </div>
-            <div v-if="citations.length" class="flex flex-col gap-2">
-              <div class="flex items-baseline gap-1.5">
-                <span class="text-xs font-medium text-n-slate-11">
-                  {{ t('CONVERSATION.CAPTAIN_GENERATION.SOURCES') }}
-                </span>
-                <span class="text-xs text-n-slate-10">
-                  {{
-                    t(
-                      'CONVERSATION.CAPTAIN_GENERATION.SOURCES_SUMMARY',
-                      citations.length
-                    )
-                  }}
-                </span>
-              </div>
-              <ul class="flex flex-col gap-1 m-0 list-disc ps-4">
-                <li
-                  v-for="citation in citations"
-                  :key="citation.id"
-                  class="text-xs text-n-slate-12"
-                >
-                  <a
-                    v-if="citation.link"
-                    :href="citation.link"
-                    target="_blank"
-                    rel="noopener noreferrer"
-                    class="text-xs text-n-blue-11 hover:underline"
-                  >
-                    {{ citation.title || citation.link }}
-                  </a>
-                  <span v-else>{{ citation.title }}</span>
-                </li>
-              </ul>
-            </div>
-            <div v-if="reasoning" class="flex flex-col gap-2">
-              <span class="text-xs font-medium text-n-slate-11">
-                {{ t('CONVERSATION.CAPTAIN_GENERATION.REASONING') }}
-              </span>
-              <p class="m-0 text-xs leading-normal text-n-slate-12 break-words">
-                {{ reasoning }}
-              </p>
-            </div>
-            <span v-if="devDetails" class="text-xs text-n-slate-11">
-              {{ devDetails }}
-            </span>
-          </template>
-        </div>
-      </template>
-    </Popover>
-    <slot name="meta" />
-  </div>
-</template>
@@ -2,7 +2,6 @@
 import { computed } from 'vue';

 import MessageMeta from '../MessageMeta.vue';
-import CaptainGenerationDetails from '../CaptainGenerationDetails.vue';

 import { emitter } from 'shared/helpers/mitt';
 import { useMessageContext } from '../provider.js';
@@ -10,38 +9,16 @@ import { useI18n } from 'vue-i18n';

 import MessageFormatter from 'shared/helpers/MessageFormatter.js';
 import { BUS_EVENTS } from 'shared/constants/busEvents';
-import { MESSAGE_VARIANTS, ORIENTATION, SENDER_TYPES } from '../constants';
+import { MESSAGE_VARIANTS, ORIENTATION } from '../constants';

 const props = defineProps({
  hideMeta: { type: Boolean, default: false },
 });

-const {
-  variant,
-  orientation,
-  inReplyTo,
-  shouldGroupWithNext,
-  id,
-  sender,
-  senderType,
-} = useMessageContext();
+const { variant, orientation, inReplyTo, shouldGroupWithNext } =
+  useMessageContext();
 const { t } = useI18n();

-const isCaptainMessage = computed(
-  () =>
-    (sender.value?.type ?? senderType.value) === SENDER_TYPES.CAPTAIN_ASSISTANT
-);
-
-const metaColorClass = computed(() =>
-  variant.value === MESSAGE_VARIANTS.PRIVATE
-    ? 'text-n-amber-12/50'
-    : 'text-n-slate-11'
-);
-
-const emailMetaClass = computed(() =>
-  variant.value === MESSAGE_VARIANTS.EMAIL ? 'px-3 pb-3' : ''
-);
-
 const varaintBaseMap = {
  [MESSAGE_VARIANTS.AGENT]: 'bg-n-solid-blue text-n-slate-12',
  [MESSAGE_VARIANTS.PRIVATE]:
@@ -137,21 +114,16 @@ const replyToPreview = computed(() => {
      />
    </div>
    <slot />
-    <template v-if="shouldShowMeta">
-      <CaptainGenerationDetails
-        v-if="isCaptainMessage"
-        :message-id="id"
-        class="mt-2"
-      >
-        <template #meta>
-          <MessageMeta :class="[emailMetaClass, metaColorClass]" />
-        </template>
-      </CaptainGenerationDetails>
-      <MessageMeta
-        v-else
-        :class="[flexOrientationClass, emailMetaClass, metaColorClass]"
-        class="mt-2"
-      />
-    </template>
+    <MessageMeta
+      v-if="shouldShowMeta"
+      :class="[
+        flexOrientationClass,
+        variant === MESSAGE_VARIANTS.EMAIL ? 'px-3 pb-3' : '',
+        variant === MESSAGE_VARIANTS.PRIVATE
+          ? 'text-n-amber-12/50'
+          : 'text-n-slate-11',
+      ]"
+      class="mt-2"
+    />
  </div>
 </template>
@@ -263,9 +263,9 @@ const handleCallBack = async () => {
  if (!canCallBack.value || isInitiatingCall.value) return;
  try {
    if (isWhatsapp.value) {
-      const response = await whatsappCallSession.initiateOutboundCall({
-        conversationId: conversationId.value,
-      });
+      const response = await whatsappCallSession.initiateOutboundCall(
+        conversationId.value
+      );
      if (response?.status === VOICE_CALL_OUTBOUND_INIT_STATUS.LOCKED) return;
      // Permission template path returns no call id — show banner, no widget yet.
      if (!response?.id) {
@@ -69,9 +69,9 @@ const callButtonTooltip = computed(() =>
 const startWhatsappCall = async () => {
  if (whatsappCallSession.isInitiating.value) return;
  try {
-    const response = await whatsappCallSession.initiateOutboundCall({
-      conversationId: props.chat.id,
-    });
+    const response = await whatsappCallSession.initiateOutboundCall(
+      props.chat.id
+    );

    // Composable returns LOCKED when init is already in flight or a call is
    // active; soft no-op so a parallel click doesn't trigger a banner.
@@ -308,8 +308,7 @@ export function useWhatsappCallSession() {
    }
  };

-  // target: { conversationId } or { contactId, inboxId }
-  const initiateOutboundCall = async target => {
+  const initiateOutboundCall = async conversationId => {
    // Module-scoped lock + active-session guard so a second click — from the
    // same composable instance OR a different one (header vs contact panel)
    // OR while a call is already live — can't tear down the in-flight setup
@@ -321,7 +320,10 @@ export function useWhatsappCallSession() {
    isInitiatingOutbound.value = true;
    try {
      const sdpOffer = await prepareOutboundOffer();
-      const response = await WhatsappCallsAPI.initiate(target, sdpOffer);
+      const response = await WhatsappCallsAPI.initiate(
+        conversationId,
+        sdpOffer
+      );
      if (response?.id) {
        activeCallId = response.id;
        // A connect webhook that raced ahead of this response was buffered;
@@ -352,7 +354,7 @@ export function useWhatsappCallSession() {
        data?.status === VOICE_CALL_OUTBOUND_INIT_STATUS.PERMISSION_REQUESTED ||
        data?.status === VOICE_CALL_OUTBOUND_INIT_STATUS.PERMISSION_PENDING
      ) {
-        return { status: data.status, conversation_id: data.conversation_id };
+        return { status: data.status };
      }
      throw e;
    } finally {
@@ -7,7 +7,8 @@ export const FEATURE_FLAGS = {
  AUTOMATIONS: 'automations',
  CAMPAIGNS: 'campaigns',
  WHATSAPP_CAMPAIGNS: 'whatsapp_campaign',
-  WHATSAPP_EMBEDDED_SIGNUP_FLOW: 'whatsapp_embedded_signup_inbox_creation',
+  WHATSAPP_EMBEDDED_SIGNUP_INBOX_CREATION:
+    'whatsapp_embedded_signup_inbox_creation',
  WHATSAPP_MANUAL_TRANSFER: 'whatsapp_manual_transfer',
  WHATSAPP_RECONFIGURE: 'whatsapp_reconfigure',
  CANNED_RESPONSES: 'canned_responses',
@@ -506,19 +506,6 @@
        }
      }
    },
-    "PROFILE": {
-      "STATS": {
-        "CONVERSATIONS": "Conversations",
-        "NOTES": "Notes",
-        "FILES": "Files",
-        "LAST_SEEN": "Last seen",
-        "NEVER": "Never"
-      },
-      "SECTIONS": {
-        "DETAILS": "Details",
-        "NOTES": "Notes"
-      }
-    },
    "SIDEBAR": {
      "TABS": {
        "ATTRIBUTES": "Attributes",
@@ -577,8 +564,6 @@
      },
      "NOTES": {
        "PLACEHOLDER": "Add a note",
-        "SEARCH_PLACEHOLDER": "Search notes",
-        "NO_RESULTS": "No notes match your search",
        "WROTE": "wrote",
        "YOU": "You",
        "SAVE": "Save note",
@@ -72,20 +72,6 @@
    "RATING_TITLE": "Rating",
    "FEEDBACK_TITLE": "Feedback",
    "REPLY_MESSAGE_NOT_FOUND": "Message not available",
-    "CAPTAIN_GENERATION": {
-      "TITLE": "How was this reply generated?",
-      "GENERATED_BY": "Generated by Captain",
-      "LOADING": "Loading details…",
-      "EMPTY": "No generation details available for this message.",
-      "TIMELINE": "Generation steps",
-      "STEP_TOOL": "Called {name}",
-      "STEP_HANDOFF": "Handed off to {name}",
-      "REASONING": "Reasoning",
-      "SOURCES": "Knowledge base",
-      "SOURCES_SUMMARY": "{count} result | {count} results",
-      "MODEL": "Generated with {model}",
-      "CREDITS": "Credits: {credits}"
-    },
    "CARD": {
      "SHOW_LABELS": "Show labels",
      "HIDE_LABELS": "Hide labels",
@@ -1,6 +1,5 @@
 <script setup>
-import { computed, ref, watch, onMounted } from 'vue';
-import { until } from '@vueuse/core';
+import { computed, ref, watch } from 'vue';
 import { useI18n } from 'vue-i18n';
 import { useRoute, useRouter } from 'vue-router';
 import { useMapGetter, useStore } from 'dashboard/composables/store';
@@ -50,9 +49,7 @@ const isVoiceEnabled = computed(
 const calls = computed(() => callHistoryStore.records);
 const meta = computed(() => callHistoryStore.meta);
 const isFetching = computed(() => callHistoryStore.uiFlags.isFetching);
-const accountUiFlags = useMapGetter('accounts/getUIFlags');
-
-const isInitializing = ref(true);
+const inboxesUiFlags = useMapGetter('inboxes/getUIFlags');

 // Filters are seeded from the URL so a shared link restores the same view.
 const activity = ref(
@@ -101,25 +98,20 @@ const onPageChange = page => {
  fetchCalls();
 };

-onMounted(async () => {
-  try {
-    await Promise.all([
-      store.dispatch('inboxes/get'),
-      until(() => accountUiFlags.value.isFetchingItem).toBe(false),
-    ]);
-    if (!isVoiceEnabled.value) return;
-    // Only admins see the assignee filter, so only they need the agent list.
-    if (isAdmin.value) store.dispatch('agents/get');
-    await fetchCalls();
-  } finally {
-    isInitializing.value = false;
-  }
+// inboxes/get flips isFetching true synchronously, so the spinner shows on the
+// first render and the setup CTA never flashes; hit the calls endpoint only
+// once inboxes confirm voice is on.
+store.dispatch('inboxes/get').then(() => {
+  if (!isVoiceEnabled.value) return;
+  // Only admins see the assignee filter, so only they need the agent list.
+  if (isAdmin.value) store.dispatch('agents/get');
+  fetchCalls();
 });
 </script>

 <template>
  <div
-    v-if="isInitializing"
+    v-if="inboxesUiFlags.isFetching"
    class="flex items-center justify-center w-full h-full bg-n-surface-1"
  >
    <Spinner :size="24" />
@@ -1,5 +1,5 @@
 <script setup>
-import { computed, onUnmounted, ref, watch } from 'vue';
+import { computed, ref, watch } from 'vue';
 import { useI18n } from 'vue-i18n';
 import { useRoute } from 'vue-router';
 import { FEATURE_FLAGS } from 'dashboard/featureFlags';
@@ -27,49 +27,19 @@ const selectedRange = ref('this_month');

 const assistantId = computed(() => route.params.assistantId);
 const stats = ref(null);
-const isFetching = ref(false);
-
-// Increments on every fetch so a response (or retry) from a superseded
-// range/assistant can't clobber the latest request's state.
-let fetchToken = 0;
-let abortController = null;

 const fetchStats = async () => {
-  fetchToken += 1;
-  const token = fetchToken;
-  abortController?.abort();
-  abortController = new AbortController();
-  const { signal } = abortController;
-  stats.value = null;
-  isFetching.value = true;
-
-  const requestStats = () =>
-    CaptainAssistant.getStats({
+  try {
+    const { data } = await CaptainAssistant.getStats({
      assistantId: assistantId.value,
      range: selectedRange.value,
-      signal,
    });
-
-  let data = null;
-  try {
-    ({ data } = await requestStats());
+    stats.value = data;
  } catch {
-    // One silent retry before giving up, unless the request was aborted.
-    try {
-      if (token === fetchToken && !signal.aborted)
-        ({ data } = await requestStats());
-    } catch {
-      data = null;
-    }
+    stats.value = null;
  }
-
-  if (token !== fetchToken || signal.aborted) return;
-  stats.value = data;
-  isFetching.value = false;
 };

-onUnmounted(() => abortController?.abort());
-
 watch([selectedRange, assistantId], fetchStats, { immediate: true });

 // `direction` says whether a rising trend is good ('up'), bad ('down'), or
@@ -186,7 +156,7 @@ const closeDrilldown = () => {

        <CoverageBanner :knowledge="stats?.knowledge" />

-        <WelcomeCard :range="selectedRange" :stats="stats" />
+        <WelcomeCard :range="selectedRange" />

        <div
          class="grid grid-cols-1 gap-px overflow-hidden border rounded-xl sm:grid-cols-2 lg:grid-cols-3 bg-n-weak border-n-weak"
@@ -199,8 +169,7 @@ const closeDrilldown = () => {
            :trend="metric.trend"
            :hint="metric.hint"
            :trend-good="metric.trendGood"
-            :loading="isFetching"
-            :clickable="canDrilldown && Boolean(metric.metric) && !isFetching"
+            :clickable="canDrilldown && Boolean(metric.metric)"
            @click="openDrilldown(metric)"
          />
        </div>
@@ -1,5 +1,5 @@
 <script setup>
-import { onMounted, computed } from 'vue';
+import { onMounted, computed, ref } from 'vue';
 import { useI18n } from 'vue-i18n';
 import { useAlert } from 'dashboard/composables';
 import { useStore, useMapGetter } from 'dashboard/composables/store';
@@ -8,6 +8,12 @@ import { useRoute, useRouter } from 'vue-router';
 import ContactsDetailsLayout from 'dashboard/components-next/Contacts/ContactsDetailsLayout.vue';
 import Spinner from 'dashboard/components-next/spinner/Spinner.vue';
 import ContactDetails from 'dashboard/components-next/Contacts/Pages/ContactDetails.vue';
+import TabBar from 'dashboard/components-next/tabbar/TabBar.vue';
+import ContactNotes from 'dashboard/components-next/Contacts/ContactsSidebar/ContactNotes.vue';
+import ContactHistory from 'dashboard/components-next/Contacts/ContactsSidebar/ContactHistory.vue';
+import ContactMedia from 'dashboard/components-next/Contacts/ContactsSidebar/ContactMedia.vue';
+import ContactMerge from 'dashboard/components-next/Contacts/ContactsSidebar/ContactMerge.vue';
+import ContactCustomAttributes from 'dashboard/components-next/Contacts/ContactsSidebar/ContactCustomAttributes.vue';

 const store = useStore();
 const route = useRoute();
@@ -16,6 +22,9 @@ const router = useRouter();
 const contact = useMapGetter('contacts/getContactById');
 const uiFlags = useMapGetter('contacts/getUIFlags');

+const activeTab = ref('attributes');
+const contactMergeRef = ref(null);
+
 const isFetchingItem = computed(() => uiFlags.value.isFetchingItem);
 const isMergingContact = computed(() => uiFlags.value.isMerging);
 const isUpdatingContact = computed(() => uiFlags.value.isUpdating);
@@ -28,6 +37,25 @@ const showSpinner = computed(

 const { t } = useI18n();

+const CONTACT_TABS_OPTIONS = [
+  { key: 'ATTRIBUTES', value: 'attributes' },
+  { key: 'HISTORY', value: 'history' },
+  { key: 'NOTES', value: 'notes' },
+  { key: 'MEDIA', value: 'media' },
+  { key: 'MERGE', value: 'merge' },
+];
+
+const tabs = computed(() => {
+  return CONTACT_TABS_OPTIONS.map(tab => ({
+    label: t(`CONTACTS_LAYOUT.SIDEBAR.TABS.${tab.key}`),
+    value: tab.value,
+  }));
+});
+
+const activeTabIndex = computed(() => {
+  return CONTACT_TABS_OPTIONS.findIndex(v => v.value === activeTab.value);
+});
+
 const goToContactsList = () => {
  if (window.history.state?.back || window.history.length > 1) {
    router.back();
@@ -46,6 +74,10 @@ const fetchActiveContact = async () => {
  }
 };

+const handleTabChange = tab => {
+  activeTab.value = tab.value;
+};
+
 const fetchContactNotes = () => {
  const { contactId } = route.params;
  if (contactId) store.dispatch('contactNotes/get', { contactId });
@@ -119,6 +151,40 @@ onMounted(() => {
        :selected-contact="selectedContact"
        @go-to-contacts-list="goToContactsList"
      />
+      <template #sidebarHeader>
+        <div class="px-6 pt-6 pb-3">
+          <TabBar
+            :tabs="tabs"
+            :initial-active-tab="activeTabIndex"
+            class="w-full [&>button]:w-full bg-n-alpha-black2"
+            @tab-changed="handleTabChange"
+          />
+        </div>
+      </template>
+      <template #sidebar>
+        <div
+          v-if="isFetchingItem"
+          class="flex items-center justify-center py-10 text-n-slate-11"
+        >
+          <Spinner />
+        </div>
+        <template v-else>
+          <ContactCustomAttributes
+            v-if="activeTab === 'attributes'"
+            :selected-contact="selectedContact"
+          />
+          <ContactNotes v-if="activeTab === 'notes'" />
+          <ContactHistory v-if="activeTab === 'history'" />
+          <ContactMedia v-if="activeTab === 'media'" />
+          <ContactMerge
+            v-if="activeTab === 'merge'"
+            ref="contactMergeRef"
+            :selected-contact="selectedContact"
+            @go-to-contacts-list="goToContactsList"
+            @reset-tab="handleTabChange(CONTACT_TABS_OPTIONS[0])"
+          />
+        </template>
+      </template>
    </ContactsDetailsLayout>
  </div>
 </template>
@@ -18,7 +18,9 @@ export function useChannelConfig() {
    // app id (not the 'none' sentinel) and the signup configuration id.
    whatsapp: () =>
      (!isOnChatwootCloud.value ||
-        isCloudFeatureEnabled(FEATURE_FLAGS.WHATSAPP_EMBEDDED_SIGNUP_FLOW)) &&
+        isCloudFeatureEnabled(
+          FEATURE_FLAGS.WHATSAPP_EMBEDDED_SIGNUP_INBOX_CREATION
+        )) &&
      Boolean(installationConfig.whatsappAppId) &&
      installationConfig.whatsappAppId !== 'none' &&
      Boolean(installationConfig.whatsappConfigurationId),
@@ -390,11 +390,6 @@ export default {
      return (
        this.isAWhatsAppCloudChannel &&
        this.isEmbeddedSignupWhatsApp &&
-        (!this.isOnChatwootCloud ||
-          this.isFeatureEnabledonAccount(
-            this.accountId,
-            FEATURE_FLAGS.WHATSAPP_EMBEDDED_SIGNUP_FLOW
-          )) &&
        this.inbox.reauthorization_required
      );
    },
@@ -42,7 +42,9 @@ const shouldShowWhatsappEmbeddedSignup = computed(() => {
    selectedProvider.value === PROVIDER_TYPES.WHATSAPP &&
    hasWhatsappAppId.value &&
    (!isOnChatwootCloud.value ||
-      isCloudFeatureEnabled(FEATURE_FLAGS.WHATSAPP_EMBEDDED_SIGNUP_FLOW))
+      isCloudFeatureEnabled(
+        FEATURE_FLAGS.WHATSAPP_EMBEDDED_SIGNUP_INBOX_CREATION
+      ))
  );
 });

@@ -56,7 +56,6 @@ export default {
    ...mapGetters({
      accountId: 'getCurrentAccountId',
      isFeatureEnabledonAccount: 'accounts/isFeatureEnabledonAccount',
-      isOnChatwootCloud: 'globalConfig/isOnChatwootCloud',
    }),
    isEmbeddedSignupWhatsApp() {
      return this.inbox.provider_config?.source === 'embedded_signup';
@@ -66,9 +65,7 @@ export default {
        this.isEmbeddedSignupWhatsApp &&
        this.isFeatureEnabledonAccount(
          this.accountId,
-          this.isOnChatwootCloud
-            ? FEATURE_FLAGS.WHATSAPP_EMBEDDED_SIGNUP_FLOW
-            : FEATURE_FLAGS.WHATSAPP_RECONFIGURE
+          FEATURE_FLAGS.WHATSAPP_RECONFIGURE
        )
      );
    },
@@ -1,62 +0,0 @@
-import CaptainAgentSessionsAPI from 'dashboard/api/captain/agentSessions';
-import camelcaseKeys from 'camelcase-keys';
-
-const SET_SESSION = 'SET_SESSION';
-const SET_FETCHING = 'SET_FETCHING';
-
-// Session capture runs right after the message is broadcast (and well after,
-// for handoff notes created mid-run), so a 404 on a fresh message may just
-// mean the session isn't written yet. Skip caching those so a later
-// hover/click retries; older misses are permanent (V1 messages, failed runs).
-const RECENT_MESSAGE_WINDOW_SECONDS = 60;
-
-// Caches Captain agent-session metadata per message id. A missing session
-// (404) is cached as null so the UI shows an empty state without refetching.
-export default {
-  namespaced: true,
-  state: {
-    sessions: {},
-    fetchingIds: [],
-  },
-  getters: {
-    getSessionByMessageId: state => messageId => state.sessions[messageId],
-    isFetching: state => messageId => state.fetchingIds.includes(messageId),
-    hasFetched: state => messageId => messageId in state.sessions,
-  },
-  actions: {
-    fetch: async ({ state, commit }, { messageId, createdAt }) => {
-      if (messageId in state.sessions) return;
-      if (state.fetchingIds.includes(messageId)) return;
-
-      commit(SET_FETCHING, { messageId, isFetching: true });
-      try {
-        const { data } = await CaptainAgentSessionsAPI.show(messageId);
-        commit(SET_SESSION, {
-          messageId,
-          session: camelcaseKeys(data, { deep: true }),
-        });
-      } catch (error) {
-        const isRecentMessage =
-          createdAt &&
-          Date.now() / 1000 - createdAt < RECENT_MESSAGE_WINDOW_SECONDS;
-        // Only a 404 means "no session exists"; transient failures (5xx,
-        // network errors) stay uncached so a later hover retries.
-        if (error.response?.status === 404 && !isRecentMessage) {
-          commit(SET_SESSION, { messageId, session: null });
-        }
-      } finally {
-        commit(SET_FETCHING, { messageId, isFetching: false });
-      }
-    },
-  },
-  mutations: {
-    [SET_SESSION](state, { messageId, session }) {
-      state.sessions = { ...state.sessions, [messageId]: session };
-    },
-    [SET_FETCHING](state, { messageId, isFetching }) {
-      state.fetchingIds = isFetching
-        ? [...state.fetchingIds, messageId]
-        : state.fetchingIds.filter(id => id !== messageId);
-    },
-  },
-};
@@ -50,7 +50,6 @@ import teamMembers from './modules/teamMembers';
 import teams from './modules/teams';
 import userNotificationSettings from './modules/userNotificationSettings';
 import webhooks from './modules/webhooks';
-import captainAgentSessions from './captain/agentSessions';
 import captainAssistants from './captain/assistant';
 import captainDocuments from './captain/document';
 import captainResponses from './captain/response';
@@ -116,7 +115,6 @@ export default createStore({
    teams,
    userNotificationSettings,
    webhooks,
-    captainAgentSessions,
    captainAssistants,
    captainDocuments,
    captainResponses,
@@ -0,0 +1,37 @@
+class Whatsapp::InReplyToMessageFinder
+  MESSAGE_TOKEN_PATTERN = /(?<![0-9a-f])(?:[0-9a-f]{32}|[0-9a-f]{20})(?![0-9a-f])/i
+
+  pattr_initialize [:conversation!, :source_id!]
+
+  def perform
+    exact_match || matching_scoped_message
+  end
+
+  private
+
+  def exact_match
+    conversation.messages.find_by(source_id: source_id)
+  end
+
+  def matching_scoped_message
+    token = message_token(source_id)
+    return if token.blank?
+
+    # Phone-scoped and BSUID-scoped WAMIDs can carry the same message token
+    # even when their complete source IDs differ.
+    matches = conversation.messages.where('source_id LIKE ?', 'wamid.%').select(:id, :source_id).select do |message|
+      message_token(message.source_id) == token
+    end
+
+    matches.one? ? matches.first : nil
+  end
+
+  def message_token(message_id)
+    return unless message_id.start_with?('wamid.')
+
+    tokens = Base64.strict_decode64(message_id.delete_prefix('wamid.')).scan(MESSAGE_TOKEN_PATTERN)
+    tokens.one? ? tokens.first.downcase : nil
+  rescue ArgumentError
+    nil
+  end
+end
@@ -113,14 +113,12 @@ class Whatsapp::IncomingMessageBaseService
  end

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

@@ -176,6 +174,7 @@ class Whatsapp::IncomingMessageBaseService

  def message_content_attributes(message)
    content_attrs = outgoing_echo ? { external_echo: true } : {}
+    content_attrs[:in_reply_to] = @in_reply_to_message_id if @in_reply_to_message_id.present?
    content_attrs[:in_reply_to_external_id] = @in_reply_to_external_id if @in_reply_to_external_id.present?
    referral_content_attrs = referral_attributes(message)
    content_attrs[:referral] = referral_content_attrs if referral_content_attrs.present?
@@ -69,6 +69,12 @@ module Whatsapp::IncomingMessageServiceHelpers

  def process_in_reply_to(message)
    @in_reply_to_external_id = message['context']&.[]('id')
+    return if @in_reply_to_external_id.blank?
+
+    @in_reply_to_message_id = Whatsapp::InReplyToMessageFinder.new(
+      conversation: @conversation,
+      source_id: @in_reply_to_external_id
+    ).perform&.id
  end

  def referral_attributes(message)
@@ -265,6 +265,6 @@
  enabled: false
  column: feature_flags_ext_1
 - name: whatsapp_embedded_signup_inbox_creation
-  display_name: WhatsApp Embedded Signup Flow
+  display_name: WhatsApp Embedded Signup Inbox Creation
  enabled: false
  column: feature_flags_ext_1
@@ -76,7 +76,6 @@ Rails.application.routes.draw do
              resources :inboxes, only: [:index, :create, :destroy], param: :inbox_id
              resources :scenarios
            end
-            resources :agent_sessions, only: [:show]
            resources :assistant_responses
            resources :message_reports, only: [:create]
            resources :bulk_actions, only: [:create]
@@ -1,25 +0,0 @@
-class Api::V1::Accounts::Captain::AgentSessionsController < Api::V1::Accounts::BaseController
-  before_action :set_message
-  before_action :authorize_conversation
-
-  def show
-    @agent_session = Current.account.captain_agent_sessions.find_by(result_type: 'Message', result_id: @message.id)
-    return head :not_found if @agent_session.blank?
-
-    @citations = Current.account.captain_assistant_responses
-                        .where(id: @agent_session.faq_ids)
-                        .includes(:documentable)
-    @scenario_titles = Captain::Scenario.where(account_id: Current.account.id, id: @agent_session.scenario_ids)
-                                        .pluck(:id, :title).to_h
-  end
-
-  private
-
-  def set_message
-    @message = Current.account.messages.find(params[:id])
-  end
-
-  def authorize_conversation
-    authorize @message.conversation, :show?
-  end
-end
@@ -47,8 +47,7 @@ class Api::V1::Accounts::Captain::AssistantsController < Api::V1::Accounts::Base
  end

  def summary
-    window = Captain::AssistantStatsWindow.new(params[:range], params[:timezone_offset])
-    result = cached_or_generated_summary(window, summary_stats)
+    result = cached_or_generated_summary(Captain::AssistantStatsBuilder.new(@assistant, params[:range], params[:timezone_offset]))

    if result[:error]
      render json: { error: result[:error] }, status: :unprocessable_content
@@ -69,8 +68,8 @@ class Api::V1::Accounts::Captain::AssistantsController < Api::V1::Accounts::Base
    params.permit(:metric, :range, :timezone_offset, :page, :per_page)
  end

-  def cached_or_generated_summary(window, stats)
-    cache_key = summary_cache_key(window.range)
+  def cached_or_generated_summary(builder)
+    cache_key = summary_cache_key(builder.range)
    cached = Rails.cache.read(cache_key)
    return cached if cached

@@ -78,25 +77,14 @@ class Api::V1::Accounts::Captain::AssistantsController < Api::V1::Accounts::Base
      account: Current.account,
      assistant: @assistant,
      first_name: Current.user.name.to_s.split.first,
-      stats: stats,
-      period: window.period
+      stats: builder.metrics,
+      period: builder.period
    ).perform
    # Don't cache transient LLM/config failures, otherwise every reload returns 422 for the next hour.
    Rails.cache.write(cache_key, result, expires_in: 1.hour) unless result[:error]
    result
  end

-  def summary_stats
-    params.require(:stats).permit(
-      conversations_handled: %i[current],
-      hours_saved: %i[current],
-      auto_resolution_rate: %i[current trend],
-      handoff_rate: %i[current trend],
-      reopen_rate: %i[current trend],
-      knowledge: %i[coverage approved documents]
-    ).to_h.deep_symbolize_keys
-  end
-
  def summary_cache_key(range)
    "captain_overview_summary/#{@assistant.id}/#{Current.user.id}/#{range}/#{Date.current}"
  end
@@ -1,6 +1,8 @@
 class Api::V1::Accounts::WhatsappCallsController < Api::V1::Accounts::BaseController
+  PERMISSION_REQUEST_THROTTLE = 5.minutes
+
  before_action :set_call, only: %i[show accept reject terminate upload_recording]
-  before_action :set_call_context, only: :initiate
+  before_action :set_conversation, only: :initiate
  before_action :ensure_calling_enabled, only: :initiate
  before_action :ensure_sdp_offer, only: :initiate
  before_action :ensure_contact_phone, only: :initiate
@@ -51,7 +53,7 @@ class Api::V1::Accounts::WhatsappCallsController < Api::V1::Accounts::BaseContro
  end

  def provider_service
-    @provider_service ||= @inbox.channel.provider_service
+    @provider_service ||= @conversation.inbox.channel.provider_service
  end

  def set_call
@@ -59,38 +61,13 @@ class Api::V1::Accounts::WhatsappCallsController < Api::V1::Accounts::BaseContro
    authorize @call.conversation, :show?
  end

-  def set_call_context
-    params[:conversation_id].present? ? set_context_from_conversation : set_context_from_contact
-  end
-
-  def set_context_from_conversation
+  def set_conversation
    @conversation = Current.account.conversations.find_by!(display_id: params[:conversation_id])
    authorize @conversation, :show?
-    @inbox = @conversation.inbox
-    @contact = @conversation.contact
-  end
-
-  def set_context_from_contact
-    @inbox = Current.account.inboxes.find(params[:inbox_id])
-    authorize @inbox, :show?
-    @contact = Current.account.contacts.find(params[:contact_id])
-    @conversation = conversation_builder.existing_conversation
-    # Authorize the thread the call will land in — after the dial is too late to refuse a ringing call.
-    authorize(@conversation || conversation_builder.new_conversation, :show?)
-  end
-
-  def conversation_builder
-    @conversation_builder ||= Whatsapp::CallConversationBuilder.new(inbox: @inbox, contact: @contact, user: Current.user)
-  end
-
-  # Created only after the dial succeeds, so a failed call leaves no empty thread and there is nothing to
-  # roll back. Re-authorized because a concurrent caller may have created the thread we get back.
-  def open_conversation!
-    (@conversation || conversation_builder.perform!).tap { |conversation| authorize conversation, :show? }
  end

  def ensure_calling_enabled
-    channel = @inbox.channel
+    channel = @conversation.inbox.channel
    return if channel.is_a?(Channel::Whatsapp) && channel.voice_enabled?

    render_could_not_create_error(I18n.t('errors.whatsapp.calls.not_enabled'))
@@ -103,7 +80,7 @@ class Api::V1::Accounts::WhatsappCallsController < Api::V1::Accounts::BaseContro
  end

  def ensure_contact_phone
-    return if @contact.phone_number.present?
+    return if @conversation.contact&.phone_number.present?

    render_could_not_create_error(I18n.t('errors.whatsapp.calls.contact_phone_required'))
  end
@@ -128,45 +105,92 @@ class Api::V1::Accounts::WhatsappCallsController < Api::V1::Accounts::BaseContro
  end

  def create_outbound_call
-    # A reused thread unassigned at click time is claimed for the caller (wins over auto-assignment); a
-    # fresh thread (@conversation nil until the dial succeeds) is created already assigned to the caller.
-    claim_for_caller = @conversation.present? && @conversation.assignee_id.nil?
+    contact_phone = @conversation.contact.phone_number.delete('+')
+    # Claim for the caller only if unassigned at trigger time (before the round-trip); wins over auto-assignment.
+    claim_for_caller = @conversation.assignee_id.nil?

-    result = provider_service.initiate_call(@contact.phone_number.delete('+'), params[:sdp_offer])
+    result = provider_service.initiate_call(contact_phone, params[:sdp_offer])
    provider_call_id = result.dig('calls', 0, 'id') || result['call_id']

-    @conversation = open_conversation!
    @conversation.with_lock { @conversation.update!(assignee: Current.user) } if claim_for_caller

-    create_call_record(provider_call_id)
-  end
-
-  def create_call_record(provider_call_id)
-    existing = Current.account.calls.whatsapp.find_by(provider_call_id: provider_call_id)
-    return existing if existing
-
    Current.account.calls.create!(
      provider: :whatsapp, inbox: @conversation.inbox, conversation: @conversation, contact: @conversation.contact,
      provider_call_id: provider_call_id, direction: :outgoing, status: 'ringing',
      accepted_by_agent_id: Current.user.id,
      meta: { 'sdp_offer' => params[:sdp_offer], 'ice_servers' => Call.default_ice_servers }
    )
-  rescue ActiveRecord::RecordNotUnique
-    # A webhook inserted the row between the find_by above and this create; reconcile to it.
-    Current.account.calls.whatsapp.find_by!(provider_call_id: provider_call_id)
  end

+  # Meta error 138006 means the contact hasn't opted in yet; send the opt-in
+  # template (throttled, behind a conversation lock to prevent double-send).
  def render_permission_request
-    # Raised mid-dial, so a fresh contact has no thread yet — open one for the opt-in template to land in.
-    @conversation = open_conversation!
-    status = Whatsapp::CallPermissionRequestService.new(conversation: @conversation).perform
+    status = nil
+    @conversation.with_lock do
+      if permission_request_throttled?
+        status = 'permission_pending'
+        next
+      end
+
+      sent = send_permission_request_safely
+      if sent
+        record_permission_request_wamid(sent)
+        emit_permission_requested_activity
+        status = 'permission_requested'
+      else
+        status = 'failed'
+      end
+    end

    return render_could_not_create_error(I18n.t('errors.whatsapp.calls.permission_request_failed')) if status == 'failed'

    # 422 (not 200) so any client treating 2xx as "call placed" can't mistake
    # the permission-template path for a successful dial. The FE composable
    # detects this status and surfaces the banner instead of throwing.
-    render json: { status: status, conversation_id: @conversation.display_id }, status: :unprocessable_entity
+    render json: { status: status }, status: :unprocessable_entity
+  end
+
+  def permission_request_throttled?
+    last_requested = @conversation.additional_attributes&.dig('call_permission_requested_at')
+    last_requested.present? && Time.zone.parse(last_requested) > PERMISSION_REQUEST_THROTTLE.ago
+  end
+
+  # Treat transport errors as a falsy return so we render 422 rather than 500.
+  def send_permission_request_safely
+    provider_service.send_call_permission_request(
+      @conversation.contact.phone_number.delete('+'),
+      *permission_request_body_args
+    )
+  rescue StandardError => e
+    Rails.logger.warn "[WHATSAPP CALL] permission_request failed: #{e.class} #{e.message}"
+    nil
+  end
+
+  # Pass the inbox-level override only when present so the provider falls back
+  # to the i18n default for inboxes that haven't customized the prompt.
+  def permission_request_body_args
+    custom_body = @conversation.inbox.channel.provider_config&.dig('call_permission_request_body').presence
+    custom_body ? [custom_body] : []
+  end
+
+  def emit_permission_requested_activity
+    content = I18n.t(
+      'conversations.activity.whatsapp_call.permission_requested',
+      contact_name: @conversation.contact.name
+    )
+    ::Conversations::ActivityMessageJob.perform_later(
+      @conversation,
+      { account_id: @conversation.account_id, inbox_id: @conversation.inbox_id, message_type: :activity, content: content }
+    )
+  end
+
+  # Stash the outbound wamid so the reply webhook can match context.id back here.
+  def record_permission_request_wamid(sent)
+    attrs = (@conversation.additional_attributes || {}).merge(
+      'call_permission_requested_at' => Time.current.iso8601,
+      'call_permission_request_message_id' => sent.dig('messages', 0, 'id')
+    )
+    @conversation.update!(additional_attributes: attrs)
  end

  def render_call_error(error)
@@ -107,8 +107,8 @@ class Twilio::VoiceController < ApplicationController
    when 'inbound'
      Voice::InboundCallBuilder.perform!(
        inbox: inbox,
-        call_sid: twilio_call_sid,
-        caller: { source_ids: [twilio_from], contact_attributes: { name: twilio_from, phone_number: twilio_from } }
+        from_number: twilio_from,
+        call_sid: twilio_call_sid
      )
    when 'outbound-api', 'outbound-dial'
      sync_outbound_leg(call_sid: twilio_call_sid, direction: twilio_direction)
@@ -22,12 +22,13 @@ class Captain::Assistant::SessionCaptureService

  def capture!
    model = @assistant.agent_model
+    metadata = context.dig(:state, :cw_metadata) || {}

    Captain::AgentSession.create!(
      assistant: @assistant,
      session_type: :assistant,
      subject: @conversation,
-      result: result_message,
+      result: @result_message,
      llm_model: "#{Llm::Models.provider_for(model)}-#{model}",
      credits_consumed: @credits_consumed,
      faq_ids: metadata[:faq_ids] || [],
@@ -43,23 +44,6 @@ class Captain::Assistant::SessionCaptureService
    @run_result.context || {}
  end

-  def metadata
-    @metadata ||= context.dig(:state, :cw_metadata) || {}
-  end
-
-  # On handoff, HandoffTool records the private reason note it created; the session
-  # attaches there so agents can inspect the generation path on the note itself.
-  def result_message
-    handoff_note || @result_message
-  end
-
-  def handoff_note
-    note_id = metadata[:handoff_note_id]
-    return if note_id.blank?
-
-    @conversation.messages.find_by(id: note_id)
-  end
-
  def scenario_ids
    ids = current_turn_history.filter_map do |message|
      next unless message[:role].to_s == 'assistant'
@@ -1,19 +1,17 @@
 class Voice::InboundCallBuilder
-  attr_reader :inbox, :call_sid, :provider, :extra_meta, :source_ids, :contact_attributes
+  attr_reader :inbox, :from_number, :call_sid, :provider, :extra_meta

-  # `caller` carries the contact identity: { source_ids:, contact_attributes: }. Twilio passes
-  # its single +phone source_id; WhatsApp passes the message-path phone/user_id/parent_user_id set.
-  def self.perform!(inbox:, call_sid:, caller:, provider: :twilio, extra_meta: {})
-    new(inbox: inbox, call_sid: call_sid, caller: caller, provider: provider, extra_meta: extra_meta).perform!
+  def self.perform!(inbox:, from_number:, call_sid:, provider: :twilio, extra_meta: {})
+    new(inbox: inbox, from_number: from_number, call_sid: call_sid,
+        provider: provider, extra_meta: extra_meta).perform!
  end

-  def initialize(inbox:, call_sid:, caller:, provider: :twilio, extra_meta: {})
+  def initialize(inbox:, from_number:, call_sid:, provider: :twilio, extra_meta: {})
    @inbox = inbox
+    @from_number = from_number
    @call_sid = call_sid
    @provider = provider.to_sym
    @extra_meta = extra_meta || {}
-    @source_ids = Array(caller[:source_ids]).compact_blank
-    @contact_attributes = caller[:contact_attributes] || {}
  end

  def perform!
@@ -45,17 +43,46 @@ class Voice::InboundCallBuilder
        .find_by(provider: provider, provider_call_id: call_sid)
  end

-  # Resolve the contact/ContactInbox the same way inbound messages do — match across every
-  # candidate source_id (phone + BSUID aliases) so a call reuses the existing thread, creating
-  # one keyed on the first (phone, else BSUID) only when none exists. Shared with messaging via
-  # ContactInboxSourceIdResolver, which also rescues the concurrent-webhook create race.
+  # Always look up by (inbox, source_id) first — that pair has a UNIQUE index, so
+  # creating with a colliding source_id under a different contact would raise
+  # RecordNotUnique. Reuse the existing ContactInbox (and its contact) when found.
+  # A concurrent message webhook for the same wa_id can win the (inbox_id, source_id)
+  # race; rescue and re-find so the call path doesn't drop the connect.
  def ensure_contact_inbox!
-    ContactInboxSourceIdResolver.new(
-      inbox: inbox, source_ids: source_ids, contact_attributes: contact_attributes
-    ).perform
+    sid = source_id_for_provider
+    existing = inbox.contact_inboxes.find_by(source_id: sid)
+    return existing if existing
+
+    ContactInbox.create!(contact: ensure_contact!, inbox: inbox, source_id: sid)
+  rescue ActiveRecord::RecordNotUnique
+    inbox.contact_inboxes.find_by!(source_id: sid)
  end

-  # Mirror Whatsapp::IncomingMessageBaseService#set_conversation: reuse this row's open conversation (or last when locked), else create.
+  def ensure_contact!
+    contact = account.contacts.find_or_create_by!(phone_number: from_number) do |record|
+      record.name = contact_name.presence || from_number
+    end
+    contact.update!(name: contact_name) if contact_name.present? && contact.name == from_number
+    contact
+  end
+
+  # WhatsApp inbound calls carry the caller's profile name in extra_meta; Twilio
+  # calls don't, so contact naming falls back to the phone number.
+  def contact_name
+    extra_meta['contact_name'].presence
+  end
+
+  # WhatsApp ContactInbox.source_id must be digits-only (the wa_id); Twilio accepts the +.
+  # Run BR/AR-style wa_id normalization (same path messaging uses) so an inbound call
+  # finds the existing ContactInbox instead of forking a new contact/conversation.
+  def source_id_for_provider
+    return from_number unless provider == :whatsapp
+
+    digits = from_number.to_s.delete_prefix('+')
+    Whatsapp::PhoneNumberNormalizationService.new(inbox).normalize_and_find_contact_by_provider(digits, :cloud)
+  end
+
+  # Mirror incoming-message routing: reuse the open conversation (or the last one when locked), else create new.
  def resolve_conversation!(contact, contact_inbox)
    reusable = if inbox.lock_to_single_conversation
                 contact_inbox.conversations.last
@@ -1,32 +0,0 @@
-class Whatsapp::CallConversationBuilder
-  pattr_initialize [:inbox!, :contact!, :user!]
-
-  # Mirrors the continuity rule in Whatsapp::IncomingMessageBaseService#set_conversation.
-  # Locked inboxes hold a contact to one thread, so the caller is refused rather than given a second one.
-  def existing_conversation
-    return contact_conversations.first if inbox.lock_to_single_conversation
-
-    # Only threads the caller can open, else a newest-but-hidden thread would block the call.
-    Conversations::PermissionFilterService.new(
-      contact_conversations.where.not(status: :resolved), user, inbox.account
-    ).perform.first
-  end
-
-  def contact_conversations
-    inbox.conversations.where(contact_id: contact.id).order(last_activity_at: :desc)
-  end
-
-  # Unsaved, so callers can authorize the thread a call would open before dialing.
-  def new_conversation
-    inbox.account.conversations.new(inbox: inbox, contact: contact, assignee_id: user.id, status: :open)
-  end
-
-  # Locked so two agents calling the same fresh contact can't open two threads.
-  def perform!
-    contact_inbox = ContactInboxBuilder.new(contact: contact, inbox: inbox).perform
-
-    contact_inbox.with_lock do
-      existing_conversation || new_conversation.tap { |conversation| conversation.update!(contact_inbox: contact_inbox) }
-    end
-  end
-end
@@ -1,63 +0,0 @@
-# Meta error 138006 means the contact hasn't opted in to calls yet; send the opt-in template.
-class Whatsapp::CallPermissionRequestService
-  THROTTLE = 5.minutes
-
-  pattr_initialize [:conversation!]
-
-  # Locked so two agents calling the same contact can't both send the template.
-  def perform
-    conversation.with_lock do
-      next 'permission_pending' if throttled?
-
-      sent = send_request_safely
-      next 'failed' if sent.blank?
-
-      record_wamid(sent)
-      emit_activity
-      'permission_requested'
-    end
-  end
-
-  private
-
-  def throttled?
-    last_requested = conversation.additional_attributes&.dig('call_permission_requested_at')
-    last_requested.present? && Time.zone.parse(last_requested) > THROTTLE.ago
-  end
-
-  # Treat transport errors as a falsy return so the caller renders 422 rather than 500.
-  def send_request_safely
-    provider_service.send_call_permission_request(conversation.contact.phone_number.delete('+'), *body_args)
-  rescue StandardError => e
-    Rails.logger.warn "[WHATSAPP CALL] permission_request failed: #{e.class} #{e.message}"
-    nil
-  end
-
-  # Pass the inbox-level override only when present so the provider falls back
-  # to the i18n default for inboxes that haven't customized the prompt.
-  def body_args
-    custom_body = conversation.inbox.channel.provider_config&.dig('call_permission_request_body').presence
-    custom_body ? [custom_body] : []
-  end
-
-  def emit_activity
-    content = I18n.t('conversations.activity.whatsapp_call.permission_requested', contact_name: conversation.contact.name)
-    ::Conversations::ActivityMessageJob.perform_later(
-      conversation,
-      { account_id: conversation.account_id, inbox_id: conversation.inbox_id, message_type: :activity, content: content }
-    )
-  end
-
-  # Stash the outbound wamid so the reply webhook can match context.id back here.
-  def record_wamid(sent)
-    attrs = (conversation.additional_attributes || {}).merge(
-      'call_permission_requested_at' => Time.current.iso8601,
-      'call_permission_request_message_id' => sent.dig('messages', 0, 'id')
-    )
-    conversation.update!(additional_attributes: attrs)
-  end
-
-  def provider_service
-    @provider_service ||= conversation.inbox.channel.provider_service
-  end
-end
@@ -1,48 +0,0 @@
-class Whatsapp::InboundCallIdentityBuilder
-  pattr_initialize [:inbox!, :params!]
-
-  # Build the message path's source_id set (phone wa_id -> user_id -> parent_user_id) plus
-  # contact attributes, so the resolver lands a call on the same ContactInbox a message would.
-  # BSUIDs ride in from_user_id/from_parent_user_id (or the contact's user_id/parent_user_id),
-  # never in `from` (the phone wa_id).
-  def perform(payload)
-    contact = caller_contact(payload)
-    phone = contact[:wa_id].presence || payload[:from].presence
-    source_ids = [
-      phone_source_id(phone),
-      payload[:from_user_id].presence || contact[:user_id].presence,
-      payload[:from_parent_user_id].presence || contact[:parent_user_id].presence
-    ].compact_blank.uniq
-    { source_ids: source_ids, contact_attributes: contact_attributes(contact, phone, source_ids.first) }
-  end
-
-  private
-
-  # Normalize the wa_id the same way messaging does so a call matches its stored source_id.
-  def phone_source_id(phone)
-    return unless phone.to_s.match?(/\A\d{1,15}\z/)
-
-    Whatsapp::PhoneNumberNormalizationService.new(inbox).normalize_and_find_contact_by_provider(phone.to_s, :cloud)
-  end
-
-  def contact_attributes(contact, phone, source_identifier)
-    name = contact.dig(:profile, :name).presence || source_identifier
-    return { name: name } unless phone.to_s.match?(/\A\d{1,15}\z/)
-
-    formatted = "+#{phone}"
-    { name: name == phone ? formatted : name, phone_number: formatted }
-  end
-
-  # Match the contacts entry to THIS caller so batched payloads don't borrow another's identity.
-  def caller_contact(payload)
-    Array(params[:contacts]).map(&:with_indifferent_access).find do |c|
-      identifier_match?(c[:wa_id], payload[:from]) ||
-        identifier_match?(c[:user_id], payload[:from_user_id]) ||
-        identifier_match?(c[:parent_user_id], payload[:from_parent_user_id])
-    end || {}.with_indifferent_access
-  end
-
-  def identifier_match?(left, right)
-    left.present? && right.present? && left.to_s == right.to_s
-  end
-end
@@ -95,21 +95,28 @@ class Whatsapp::IncomingCallService
  # commit) already terminal, never `ringing` — agents aren't rung for a dead call.
  def build_inbound_call(payload, sdp_offer)
    ActiveRecord::Base.transaction do
-      identity = Whatsapp::InboundCallIdentityBuilder.new(inbox: inbox, params: params).perform(payload)
-      extra_meta = { 'sdp_offer' => sdp_offer, 'ice_servers' => Call.default_ice_servers }
-      call = Voice::InboundCallBuilder.perform!(inbox: inbox, call_sid: payload[:id],
-                                                provider: :whatsapp, extra_meta: extra_meta, caller: identity)
-      sync_caller_identifiers(call, identity)
+      call = Voice::InboundCallBuilder.perform!(inbox: inbox, from_number: "+#{payload[:from]}", call_sid: payload[:id],
+                                                provider: :whatsapp, extra_meta: inbound_extra_meta(payload, sdp_offer))
      tombstone = consume_terminate_tombstone(payload[:id])
      finalize_terminate(call, tombstone['duration'], tombstone['terminate_reason']) if tombstone
      call
    end
  end

-  # Backfill every caller alias (the builder only stores the first) so a later event keyed on any one lands on this thread.
-  def sync_caller_identifiers(call, identity)
-    Whatsapp::IdentifierSyncService.new(contact_inbox: call.conversation.contact_inbox, contact: call.contact)
-                                   .perform(source_ids: identity[:source_ids], phone_number: identity.dig(:contact_attributes, :phone_number))
+  def inbound_extra_meta(payload, sdp_offer)
+    extra_meta = { 'sdp_offer' => sdp_offer, 'ice_servers' => Call.default_ice_servers }
+    name = caller_profile_name(payload)
+    extra_meta['contact_name'] = name if name.present?
+    extra_meta
+  end
+
+  # Match strictly on wa_id (== calls[].from): in a batched payload missing this
+  # call's contact entry, borrowing another caller's name would corrupt this
+  # contact, so fall back to the phone number (nil here) instead of contacts.first.
+  def caller_profile_name(payload)
+    contacts = Array(params[:contacts]).map(&:with_indifferent_access)
+    match = contacts.find { |c| c[:wa_id].to_s == payload[:from].to_s }
+    match&.dig(:profile, :name).presence
  end

  # `connect` is the WebRTC tunnel-ready signal, not the pickup signal. Apply
@@ -1,18 +0,0 @@
-json.id @agent_session.id
-json.message_id @agent_session.result_id
-json.llm_model @agent_session.llm_model
-json.credits_consumed @agent_session.credits_consumed
-json.run_context @agent_session.run_context.is_a?(Array) ? @agent_session.run_context : []
-json.citations @citations do |citation|
-  json.id citation.id
-  json.title citation.question
-  # display_url resolves uploaded PDFs to their blob URL; external_link holds a
-  # "PDF: ..." placeholder for those. Guard on scheme so placeholders render as
-  # plain text instead of dead anchors.
-  link = citation.documentable.is_a?(Captain::Document) ? citation.documentable.display_url : nil
-  json.link link&.match?(%r{\Ahttps?://}) ? link : nil
-end
-json.scenarios @scenario_titles do |id, title|
-  json.id id
-  json.title title
-end
@@ -2,5 +2,4 @@ json.status 'calling'
 json.call_id @call.provider_call_id
 json.id @call.id
 json.message_id @message.id
-json.conversation_id @conversation.display_id
 json.provider 'whatsapp'
@@ -13,7 +13,7 @@ class Captain::Tools::HandoffTool < Captain::Tools::BasePublicTool
                   })

    # Use existing handoff mechanism from ResponseBuilderJob
-    trigger_handoff(tool_context, conversation, reason)
+    trigger_handoff(conversation, reason)

    "Conversation handed off to human support team#{" (Reason: #{reason})" if reason}"
  rescue StandardError => e
@@ -23,9 +23,9 @@ class Captain::Tools::HandoffTool < Captain::Tools::BasePublicTool

  private

-  def trigger_handoff(tool_context, conversation, reason)
+  def trigger_handoff(conversation, reason)
    # post the reason as a private note
-    note = conversation.messages.create!(
+    conversation.messages.create!(
      message_type: :outgoing,
      private: true,
      sender: @assistant,
@@ -34,15 +34,6 @@ class Captain::Tools::HandoffTool < Captain::Tools::BasePublicTool
      content: reason
    )

-    # Session capture attributes the run to this note so agents can inspect the
-    # generation path on the handoff reason instead of the canned follow-up message.
-    # A reason-less note has no content and never renders in the dashboard, so
-    # leave it unrecorded and let capture fall back to the follow-up message.
-    if reason.present?
-      metadata = tool_context.state[:cw_metadata] ||= {}
-      metadata[:handoff_note_id] = note.id
-    end
-
    # Trigger the bot handoff (sets status to open + dispatches events)
    conversation.bot_handoff!

@@ -32,7 +32,6 @@ class Captain::OverviewSummaryService < Captain::BaseTaskService
    {
      'first_name' => first_name.to_s,
      'assistant_name' => assistant.name.to_s,
-      'language' => account.locale_english_name,
      'conversations_handled' => current(:conversations_handled),
      'hours_saved' => current(:hours_saved),
      'auto_resolution_rate' => current(:auto_resolution_rate),
@@ -1,8 +1,7 @@
 You are writing a short, warm summary of how an AI support assistant named "{{ assistant_name }}" performed over a reporting period, for {{ first_name }}, the person who manages it.

 Voice and format:
- Write the entire summary in {{ language }}.
- Address {{ first_name }} directly and open with a short casual greeting to {{ first_name }} in {{ language }}, the natural equivalent of "Hey {{ first_name }},". Never leave the greeting in English when {{ language }} is not English. Be conversational, never robotic.
+- Address {{ first_name }} directly and open with "Hey {{ first_name }},". Be conversational, never robotic.
 - Always call the assistant by its name, {{ assistant_name }}. Never call it "Captain", "the assistant", or "your assistant".
 - This is a static, read-only poster on an analytics dashboard, not a chat. The reader cannot reply or ask you for anything. Never ask a question, invite a reply, offer further help, or say things like "let me know" or "I can dive in".
 - Write 2 to 4 sentences in one short paragraph. Add a second short paragraph only for a genuinely useful heads-up.
@@ -1,120 +0,0 @@
-require 'rails_helper'
-
-RSpec.describe 'Api::V1::Accounts::Captain::AgentSessions', type: :request do
-  let(:account) { create(:account) }
-  let(:agent) { create(:user, account: account, role: :agent) }
-  let(:inbox) { create(:inbox, account: account) }
-  let(:conversation) { create(:conversation, account: account, inbox: inbox) }
-  let(:assistant) { create(:captain_assistant, account: account) }
-  let(:message) do
-    create(:message, account: account, conversation: conversation, message_type: :outgoing, sender: assistant)
-  end
-
-  before { create(:inbox_member, user: agent, inbox: inbox) }
-
-  def json_response
-    JSON.parse(response.body, symbolize_names: true)
-  end
-
-  describe 'GET /api/v1/accounts/:account_id/captain/agent_sessions/:id' do
-    context 'when it is an unauthenticated user' do
-      it 'returns unauthorized' do
-        get "/api/v1/accounts/#{account.id}/captain/agent_sessions/#{message.id}", as: :json
-
-        expect(response).to have_http_status(:unauthorized)
-      end
-    end
-
-    context 'when the message has an agent session' do
-      let(:document) { create(:captain_document, account: account, assistant: assistant) }
-      let(:documented_faq) do
-        create(:captain_assistant_response, account: account, assistant: assistant,
-                                            question: 'How do I reset my password?', documentable: document)
-      end
-      let(:plain_faq) do
-        create(:captain_assistant_response, account: account, assistant: assistant, question: 'How do I change my email?')
-      end
-      let(:pdf_document) do
-        create(:captain_document, account: account, assistant: assistant, external_link: nil,
-                                  pdf_file: Rack::Test::UploadedFile.new(Rails.root.join('spec/assets/sample.pdf'), 'application/pdf'))
-      end
-      let(:pdf_faq) do
-        create(:captain_assistant_response, account: account, assistant: assistant,
-                                            question: 'What are the pricing tiers?', documentable: pdf_document)
-      end
-      let(:scenario) { create(:captain_scenario, account: account, assistant: assistant, title: 'Refund flow') }
-      let(:run_context) do
-        [
-          { 'role' => 'user', 'content' => 'I want a refund' },
-          { 'role' => 'assistant', 'content' => '', 'agent_name' => 'Assistant',
-            'tool_calls' => [{ 'id' => 'call_1', 'name' => 'faq_lookup', 'arguments' => { 'query' => 'refund' } }] },
-          { 'role' => 'tool', 'content' => 'Refunds take 5 days', 'tool_call_id' => 'call_1' },
-          { 'role' => 'assistant', 'content' => 'Refunds take 5 days', 'agent_name' => "scenario_#{scenario.id}_refund_flow" }
-        ]
-      end
-      let!(:agent_session) do
-        create(:captain_agent_session, account: account, assistant: assistant,
-                                       subject: conversation, result: message,
-                                       llm_model: 'openai-gpt-5.2', credits_consumed: 1.0,
-                                       faq_ids: [documented_faq.id, plain_faq.id, pdf_faq.id, documented_faq.id + 100_000],
-                                       scenario_ids: [scenario.id],
-                                       run_context: run_context)
-      end
-
-      it 'returns the session with hydrated citations and scenarios' do
-        get "/api/v1/accounts/#{account.id}/captain/agent_sessions/#{message.id}",
-            headers: agent.create_new_auth_token, as: :json
-
-        expect(response).to have_http_status(:success)
-        aggregate_failures do
-          expect(json_response[:id]).to eq(agent_session.id)
-          expect(json_response[:message_id]).to eq(message.id)
-          expect(json_response[:llm_model]).to eq('openai-gpt-5.2')
-          expect(json_response[:credits_consumed]).to eq(1.0)
-          expect(json_response[:run_context].length).to eq(4)
-          expect(json_response[:run_context].second[:tool_calls].first[:arguments][:query]).to eq('refund')
-
-          citations = json_response[:citations].index_by { |citation| citation[:id] }
-          expect(citations.keys).to contain_exactly(documented_faq.id, plain_faq.id, pdf_faq.id)
-          expect(citations[documented_faq.id][:title]).to eq('How do I reset my password?')
-          expect(citations[documented_faq.id][:link]).to eq(document.external_link)
-          expect(citations[plain_faq.id][:link]).to be_nil
-          expect(pdf_document.external_link).to start_with('PDF:')
-          expect(citations[pdf_faq.id][:link]).to eq(pdf_document.display_url)
-          expect(citations[pdf_faq.id][:link]).to match(%r{\Ahttps?://})
-
-          expect(json_response[:scenarios]).to eq([{ id: scenario.id, title: 'Refund flow' }])
-        end
-      end
-
-      it 'does not allow an agent without access to the conversation' do
-        other_agent = create(:user, account: account, role: :agent)
-
-        get "/api/v1/accounts/#{account.id}/captain/agent_sessions/#{message.id}",
-            headers: other_agent.create_new_auth_token, as: :json
-
-        expect(response).to have_http_status(:unauthorized)
-      end
-    end
-
-    context 'when the message has no agent session' do
-      it 'returns not found' do
-        get "/api/v1/accounts/#{account.id}/captain/agent_sessions/#{message.id}",
-            headers: agent.create_new_auth_token, as: :json
-
-        expect(response).to have_http_status(:not_found)
-      end
-    end
-
-    context 'when the message does not belong to the account' do
-      it 'returns not found' do
-        other_message = create(:message)
-
-        get "/api/v1/accounts/#{account.id}/captain/agent_sessions/#{other_message.id}",
-            headers: agent.create_new_auth_token, as: :json
-
-        expect(response).to have_http_status(:not_found)
-      end
-    end
-  end
-end
@@ -257,20 +257,10 @@ RSpec.describe 'Api::V1::Accounts::Captain::Assistants', type: :request do
    let(:alice) { create(:user, account: account, role: :administrator, name: 'Alice Adams') }
    let(:bob) { create(:user, account: account, role: :administrator, name: 'Bob Brown') }
    let(:summary_service) { instance_double(Captain::OverviewSummaryService) }
-    let(:summary_stats) do
-      {
-        conversations_handled: { current: 42 },
-        hours_saved: { current: 12 },
-        auto_resolution_rate: { current: 65.0, trend: 5.0 },
-        handoff_rate: { current: 20.0, trend: -2.0 },
-        reopen_rate: { current: 5.0, trend: -1.0 },
-        knowledge: { coverage: 80, approved: 8, documents: 3 }
-      }
-    end

    def get_summary(user)
      get "/api/v1/accounts/#{account.id}/captain/assistants/#{assistant.id}/summary",
-          params: { range: '30', stats: summary_stats },
+          params: { range: '30' },
          headers: user.create_new_auth_token,
          as: :json
    end
@@ -283,7 +273,6 @@ RSpec.describe 'Api::V1::Accounts::Captain::Assistants', type: :request do

    it 'caches the summary per viewer so one user never receives another user\'s greeting' do
      allow(summary_service).to receive(:perform).and_return({ message: 'Hi Alice' })
-      expect(Captain::AssistantStatsBuilder).not_to receive(:new)

      get_summary(alice)
      get_summary(alice) # served from Alice's cache, no regeneration
@@ -291,7 +280,6 @@ RSpec.describe 'Api::V1::Accounts::Captain::Assistants', type: :request do

      expect(response).to have_http_status(:success)
      expect(Captain::OverviewSummaryService).to have_received(:new).twice
-      expect(Captain::OverviewSummaryService).to have_received(:new).with(hash_including(stats: summary_stats)).twice
    end

    it 'does not cache failures so a transient error is retried' do
@@ -33,8 +33,8 @@ RSpec.describe 'Twilio::VoiceController', type: :request do

      expect(Voice::InboundCallBuilder).to receive(:perform!).with(
        inbox: inbox,
-        call_sid: call_sid,
-        caller: { source_ids: [from_number], contact_attributes: { name: from_number, phone_number: from_number } }
+        from_number: from_number,
+        call_sid: call_sid
      ).and_return(call)

      post "/twilio/voice/call/#{digits}", params: {
@@ -561,22 +561,6 @@ RSpec.describe Captain::Conversation::ResponseBuilderJob, type: :job do
        expect(account.reload.usage_limits[:captain][:responses][:consumed]).to eq(0)
      end

-      it 'attributes the handoff session to the private reason note when the tool recorded one' do
-        handoff_note = create(:message, conversation: conversation, account: account, message_type: :outgoing,
-                                        private: true, sender: assistant, content: 'Needs a human')
-        run_context[:state][:cw_metadata][:handoff_note_id] = handoff_note.id
-        allow(mock_agent_runner_service).to receive(:generate_response) do
-          conversation.update!(status: :open)
-          { 'response' => 'Let me connect you', 'handoff_tool_called' => true }
-        end
-
-        described_class.perform_now(conversation, assistant)
-
-        session = Captain::AgentSession.last
-        expect(session.credits_consumed).to eq(0.0)
-        expect(session.result_id).to eq(handoff_note.id)
-      end
-
      it 'creates a zero-credit session when the handoff tool fired but failed to commit' do
        allow(mock_agent_runner_service).to receive(:generate_response).and_return({
                                                                                     'response' => 'I tried to hand off',
@@ -86,12 +86,6 @@ RSpec.describe Captain::Tools::HandoffTool, type: :model do

          tool.perform(tool_context, reason: reason)
        end
-
-        it 'records the handoff note id in the run state for session capture' do
-          tool.perform(tool_context, reason: 'Customer needs specialized support')
-
-          expect(tool_context.state[:cw_metadata][:handoff_note_id]).to eq(Message.last.id)
-        end
      end

      context 'without reason provided' do
@@ -113,12 +107,6 @@ RSpec.describe Captain::Tools::HandoffTool, type: :model do

          tool.perform(tool_context)
        end
-
-        it 'does not record a handoff note id since the empty note never renders' do
-          tool.perform(tool_context)
-
-          expect(tool_context.state[:cw_metadata]).to be_nil
-        end
      end

      context 'when handoff fails' do
@@ -17,8 +17,8 @@ RSpec.describe Voice::InboundCallBuilder do
  def perform_builder
    described_class.perform!(
      inbox: inbox,
-      call_sid: call_sid,
-      caller: { source_ids: [from_number], contact_attributes: { name: from_number, phone_number: from_number } }
+      from_number: from_number,
+      call_sid: call_sid
    )
  end

@@ -100,29 +100,26 @@ RSpec.describe Voice::InboundCallBuilder do
    end
  end

-  context 'when a WhatsApp call shares a BSUID with an existing ContactInbox' do
+  context 'when the WhatsApp wa_id needs Brazil normalization to match an existing ContactInbox' do
    let(:whatsapp_channel) do
      create(:channel_whatsapp, account: account, provider: 'whatsapp_cloud',
                                provider_config: { 'phone_number_id' => '123', 'source' => 'embedded_signup', 'calling_enabled' => true },
                                validate_provider_config: false, sync_templates: false)
    end
    let(:whatsapp_inbox) { whatsapp_channel.inbox }
-    let!(:stored_contact) { create(:contact, account: account) }
+    let!(:stored_contact) { create(:contact, account: account, phone_number: '+5541988887777') }
    let!(:stored_contact_inbox) do
-      create(:contact_inbox, contact: stored_contact, inbox: whatsapp_inbox, source_id: 'IN.2081978709342942')
+      create(:contact_inbox, contact: stored_contact, inbox: whatsapp_inbox, source_id: '5541988887777')
    end

    before { account.enable_features!('channel_voice') }

-    # Closes the gap: the contact was keyed by BSUID, but the call also carries a phone.
-    # Matching across every source_id reuses the contact instead of forking on the phone.
-    it 'reuses the contact by matching any source_id, not just the first' do
+    it 'reuses the contact via normalized wa_id rather than forking a new ContactInbox' do
      call = described_class.perform!(
        inbox: whatsapp_inbox,
-        call_sid: 'wacall_bsuid_1',
-        provider: :whatsapp,
-        caller: { source_ids: ['5541988887777', 'IN.2081978709342942'],
-                  contact_attributes: { name: 'Ada Lovelace', phone_number: '+5541988887777' } }
+        from_number: '+554188887777',
+        call_sid: 'wacall_br_1',
+        provider: :whatsapp
      )

      expect(call.contact).to eq(stored_contact)
@@ -74,120 +74,6 @@ describe Whatsapp::IncomingCallService do
    end
  end

-  describe 'inbound connect from a username (BSUID) caller' do
-    let(:sdp_offer) { "v=0\r\n...sdp..." }
-    let(:bsuid) { 'IN.2081978709342942' }
-    let!(:agent) { create(:user, account: account) }
-
-    before { create(:inbox_member, inbox: inbox, user: agent) }
-
-    it 'keys a phone caller by the phone (matching messaging) even when a BSUID is also present' do
-      allow(ActionCable.server).to receive(:broadcast)
-
-      params = {
-        calls: [{ id: provider_call_id, from: from_number, from_user_id: bsuid, event: 'connect',
-                  session: { sdp: sdp_offer, sdp_type: 'offer' } }],
-        contacts: [{ wa_id: from_number, user_id: bsuid, profile: { name: 'Ada Lovelace' } }]
-      }
-      expect { described_class.new(inbox: inbox, params: params).perform }
-        .to change(Call, :count).by(1).and change(Conversation, :count).by(1)
-
-      contact_inbox = Call.last.conversation.contact_inbox
-      expect(contact_inbox.source_id).to eq(from_number)
-      expect(contact_inbox.contact.name).to eq('Ada Lovelace')
-    end
-
-    it 'keys a username-only caller by the BSUID when no phone `from` is present' do
-      allow(ActionCable.server).to receive(:broadcast)
-
-      params = {
-        calls: [{ id: provider_call_id, from_user_id: bsuid, event: 'connect',
-                  session: { sdp: sdp_offer, sdp_type: 'offer' } }],
-        contacts: [{ user_id: bsuid, profile: { name: 'Ada Lovelace' } }]
-      }
-      expect { described_class.new(inbox: inbox, params: params).perform }
-        .to change(Call, :count).by(1)
-
-      contact_inbox = Call.last.conversation.contact_inbox
-      expect(contact_inbox.source_id).to eq(bsuid)
-      expect(contact_inbox.contact.name).to eq('Ada Lovelace')
-    end
-
-    it 'reuses the phone-keyed ContactInbox messaging created for a phone caller and backfills the BSUID alias' do
-      allow(ActionCable.server).to receive(:broadcast)
-      contact = create(:contact, account: account)
-      existing = create(:contact_inbox, inbox: inbox, contact: contact, source_id: from_number)
-
-      params = {
-        calls: [{ id: provider_call_id, from: from_number, from_user_id: bsuid, event: 'connect',
-                  session: { sdp: sdp_offer, sdp_type: 'offer' } }],
-        contacts: [{ wa_id: from_number, user_id: bsuid }]
-      }
-      # The conversation reuses the existing phone thread; the BSUID alias is backfilled onto the same contact.
-      expect { described_class.new(inbox: inbox, params: params).perform }
-        .to change(Call, :count).by(1).and change(ContactInbox, :count).by(1)
-
-      expect(Call.last.contact).to eq(contact)
-      expect(Call.last.conversation.contact_inbox).to eq(existing)
-      expect(inbox.contact_inboxes.find_by(source_id: bsuid).contact).to eq(contact)
-    end
-
-    it 'reuses a phone ContactInbox via the same wa_id normalization messaging uses' do
-      allow(ActionCable.server).to receive(:broadcast)
-      contact = create(:contact, account: account, phone_number: '+5541988887777')
-      existing = create(:contact_inbox, inbox: inbox, contact: contact, source_id: '5541988887777')
-
-      params = {
-        calls: [{ id: provider_call_id, from: '554188887777', event: 'connect',
-                  session: { sdp: sdp_offer, sdp_type: 'offer' } }],
-        contacts: [{ wa_id: '554188887777' }]
-      }
-      expect { described_class.new(inbox: inbox, params: params).perform }
-        .to change(Call, :count).by(1).and not_change(ContactInbox, :count)
-
-      expect(Call.last.conversation.contact_inbox).to eq(existing)
-    end
-
-    it 'reuses the BSUID-keyed ContactInbox messaging created for a username-only caller' do
-      allow(ActionCable.server).to receive(:broadcast)
-      contact = create(:contact, account: account)
-      existing = create(:contact_inbox, inbox: inbox, contact: contact, source_id: bsuid)
-
-      params = {
-        calls: [{ id: provider_call_id, from_user_id: bsuid, event: 'connect',
-                  session: { sdp: sdp_offer, sdp_type: 'offer' } }],
-        contacts: [{ user_id: bsuid }]
-      }
-      expect { described_class.new(inbox: inbox, params: params).perform }
-        .to change(Call, :count).by(1).and not_change(ContactInbox, :count)
-
-      expect(Call.last.contact).to eq(contact)
-      expect(Call.last.conversation.contact_inbox).to eq(existing)
-    end
-
-    # The gap: messaging created the contact username-only (BSUID-keyed), and the call now
-    # also exposes a phone. Matching across every source_id reuses the BSUID thread instead
-    # of forking a new phone-keyed contact.
-    it 'reuses a BSUID-keyed ContactInbox even when the call also carries a phone and backfills the phone alias' do
-      allow(ActionCable.server).to receive(:broadcast)
-      contact = create(:contact, account: account)
-      existing = create(:contact_inbox, inbox: inbox, contact: contact, source_id: bsuid)
-
-      params = {
-        calls: [{ id: provider_call_id, from: from_number, from_user_id: bsuid, event: 'connect',
-                  session: { sdp: sdp_offer, sdp_type: 'offer' } }],
-        contacts: [{ wa_id: from_number, user_id: bsuid }]
-      }
-      # The conversation reuses the existing BSUID thread; the phone alias is backfilled onto the same contact.
-      expect { described_class.new(inbox: inbox, params: params).perform }
-        .to change(Call, :count).by(1).and change(ContactInbox, :count).by(1)
-
-      expect(Call.last.contact).to eq(contact)
-      expect(Call.last.conversation.contact_inbox).to eq(existing)
-      expect(inbox.contact_inboxes.find_by(source_id: from_number).contact).to eq(contact)
-    end
-  end
-
  describe 'outbound connect (existing call)' do
    let!(:call) do
      conversation = create(:conversation, account: account, inbox: inbox)
@@ -34,8 +34,8 @@ describe Whatsapp::IncomingMessageService do

      it 'appends to last conversation when if conversation already exists' do
        contact_inbox = create(:contact_inbox, inbox: whatsapp_channel.inbox, source_id: params[:messages].first[:from])
-        2.times.each { create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox, contact: contact_inbox.contact) }
-        last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox, contact: contact_inbox.contact)
+        2.times.each { create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox) }
+        last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox)
        described_class.new(inbox: whatsapp_channel.inbox, params: params).perform
        # no new conversation should be created
        expect(whatsapp_channel.inbox.conversations.count).to eq(3)
@@ -46,7 +46,7 @@ describe Whatsapp::IncomingMessageService do
      it 'reopen last conversation if last conversation is resolved and lock to single conversation is enabled' do
        whatsapp_channel.inbox.update(lock_to_single_conversation: true)
        contact_inbox = create(:contact_inbox, inbox: whatsapp_channel.inbox, source_id: params[:messages].first[:from])
-        last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox, contact: contact_inbox.contact)
+        last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox)
        last_conversation.update(status: 'resolved')
        described_class.new(inbox: whatsapp_channel.inbox, params: params).perform
        # no new conversation should be created
@@ -59,7 +59,7 @@ describe Whatsapp::IncomingMessageService do
      it 'creates a new conversation if last conversation is resolved and lock to single conversation is disabled' do
        whatsapp_channel.inbox.update(lock_to_single_conversation: false)
        contact_inbox = create(:contact_inbox, inbox: whatsapp_channel.inbox, source_id: params[:messages].first[:from])
-        last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox, contact: contact_inbox.contact)
+        last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox)
        last_conversation.update(status: 'resolved')
        described_class.new(inbox: whatsapp_channel.inbox, params: params).perform
        # new conversation should be created
@@ -70,7 +70,7 @@ describe Whatsapp::IncomingMessageService do
      it 'will not create a new conversation if last conversation is not resolved and lock to single conversation is disabled' do
        whatsapp_channel.inbox.update(lock_to_single_conversation: false)
        contact_inbox = create(:contact_inbox, inbox: whatsapp_channel.inbox, source_id: params[:messages].first[:from])
-        last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox, contact: contact_inbox.contact)
+        last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox)
        last_conversation.update(status: Conversation.statuses.except('resolved').keys.sample)
        described_class.new(inbox: whatsapp_channel.inbox, params: params).perform
        # new conversation should be created
@@ -238,7 +238,7 @@ describe Whatsapp::IncomingMessageService do
      end

      before do
-        create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox, contact: contact_inbox.contact)
+        create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox)
        described_class.new(inbox: whatsapp_channel.inbox, params: params).perform
      end

@@ -453,7 +453,7 @@ describe Whatsapp::IncomingMessageService do

      it 'appends to existing contact if contact inbox exists' do
        contact_inbox = create(:contact_inbox, inbox: whatsapp_channel.inbox, source_id: wa_id)
-        last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox, contact: contact_inbox.contact)
+        last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox)
        described_class.new(inbox: whatsapp_channel.inbox, params: params).perform
        # no new conversation should be created
        expect(whatsapp_channel.inbox.conversations.count).to eq(1)
@@ -468,7 +468,7 @@ describe Whatsapp::IncomingMessageService do
      context 'when a contact inbox exists in the old format without 9 included' do
        it 'appends to existing contact' do
          contact_inbox = create(:contact_inbox, inbox: whatsapp_channel.inbox, source_id: wa_id)
-          last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox, contact: contact_inbox.contact)
+          last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox)
          described_class.new(inbox: whatsapp_channel.inbox, params: params).perform
          # no new conversation should be created
          expect(whatsapp_channel.inbox.conversations.count).to eq(1)
@@ -480,7 +480,7 @@ describe Whatsapp::IncomingMessageService do
      context 'when a contact inbox exists in the new format with 9 included' do
        it 'appends to existing contact' do
          contact_inbox = create(:contact_inbox, inbox: whatsapp_channel.inbox, source_id: '5541988887777')
-          last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox, contact: contact_inbox.contact)
+          last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox)
          described_class.new(inbox: whatsapp_channel.inbox, params: params).perform
          # no new conversation should be created
          expect(whatsapp_channel.inbox.conversations.count).to eq(1)
@@ -515,7 +515,7 @@ describe Whatsapp::IncomingMessageService do
        # Normalized format removes the 9 after country code
        normalized_wa_id = '541123456789'
        contact_inbox = create(:contact_inbox, inbox: whatsapp_channel.inbox, source_id: normalized_wa_id)
-        last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox, contact: contact_inbox.contact)
+        last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox)
        described_class.new(inbox: whatsapp_channel.inbox, params: params).perform
        # no new conversation should be created
        expect(whatsapp_channel.inbox.conversations.count).to eq(1)
@@ -532,7 +532,7 @@ describe Whatsapp::IncomingMessageService do
      context 'when a contact inbox exists with the same format' do
        it 'appends to existing contact' do
          contact_inbox = create(:contact_inbox, inbox: whatsapp_channel.inbox, source_id: wa_id)
-          last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox, contact: contact_inbox.contact)
+          last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox)
          described_class.new(inbox: whatsapp_channel.inbox, params: params).perform
          # no new conversation should be created
          expect(whatsapp_channel.inbox.conversations.count).to eq(1)