fix(captain): mark discarded generations

fix(captain): discard stale v2 responses
perf: reuse resolved count for reopen rate (#15122 )
2026-07-22 23:55:13 +05:30 · 2026-07-22 23:21:16 +05:30 · 2026-07-22 22:03:25 +05:30 · 2026-07-22 20:07:00 +05:30 · 2026-07-22 18:43:00 +05:30 · 2026-07-22 17:53:25 +05:30
55 changed files with 716 additions and 522 deletions
@@ -2,6 +2,14 @@
 # It initializes with necessary attributes and provides a perform method
 # to create a user and account user in a transaction.
 class AgentBuilder
+  LIMIT_EXCEEDED_MESSAGE = 'Account limit exceeded. Please purchase more licenses'.freeze
+
+  class LimitExceededError < StandardError
+    def initialize
+      super(AgentBuilder::LIMIT_EXCEEDED_MESSAGE)
+    end
+  end
+
  # Initializes an AgentBuilder with necessary attributes.
  # @param email [String] the email of the user.
  # @param name [String] the name of the user.
@@ -14,15 +22,23 @@ class AgentBuilder
  # Creates a user and account user in a transaction.
  # @return [User] the created user.
  def perform
-    ActiveRecord::Base.transaction do
-      @user = find_or_create_user
-      create_account_user
+    account.with_lock do
+      raise LimitExceededError unless can_add_agent?
+
+      ActiveRecord::Base.transaction do
+        @user = find_or_create_user
+        create_account_user
+      end
    end
    @user
  end

  private

+  def can_add_agent?
+    account.usage_limits[:agents] > account.account_users.count
+  end
+
  # Finds a user by email or creates a new one with a temporary password.
  # @return [User] the found or created user.
  def find_or_create_user
@@ -1,8 +1,6 @@
 class Api::V1::Accounts::AgentsController < Api::V1::Accounts::BaseController
  before_action :fetch_agent, except: [:create, :index, :bulk_create]
  before_action :check_authorization
-  before_action :validate_limit, only: [:create]
-  before_action :validate_limit_for_bulk_create, only: [:bulk_create]

  def index
    @agents = agents
@@ -20,6 +18,8 @@ class Api::V1::Accounts::AgentsController < Api::V1::Accounts::BaseController
    )

    @agent = builder.perform
+  rescue AgentBuilder::LimitExceededError => e
+    render_payment_required(e.message)
  end

  def update
@@ -36,25 +36,13 @@ class Api::V1::Accounts::AgentsController < Api::V1::Accounts::BaseController
  def bulk_create
    emails = params[:emails]

-    emails.each do |email|
-      builder = AgentBuilder.new(
-        email: email,
-        name: email.split('@').first,
-        inviter: current_user,
-        account: Current.account
-      )
-      begin
-        builder.perform
-      rescue ActiveRecord::RecordInvalid => e
-        Rails.logger.info "[Agent#bulk_create] ignoring email #{email}, errors: #{e.record.errors}"
-      end
-    end
-
+    bulk_create_agents(emails)
    # This endpoint is used to bulk create agents during onboarding
    # onboarding_step key in present in Current account custom attributes, since this is a one time operation
-    Current.account.custom_attributes.delete('onboarding_step')
-    Current.account.save!
+    clear_onboarding_step
    head :ok
+  rescue AgentBuilder::LimitExceededError => e
+    render_payment_required(e.message)
  end

  private
@@ -87,22 +75,33 @@ class Api::V1::Accounts::AgentsController < Api::V1::Accounts::BaseController
    @agents ||= Current.account.users.order_by_full_name.includes(:account_users, { avatar_attachment: [:blob] })
  end

-  def validate_limit_for_bulk_create
-    limit_available = params[:emails].count <= available_agent_count
+  def bulk_create_agents(emails)
+    Current.account.with_lock do
+      raise AgentBuilder::LimitExceededError if emails.count > available_agent_count

-    render_payment_required('Account limit exceeded. Please purchase more licenses') unless limit_available
+      emails.each { |email| create_agent_from_email(email) }
+    end
  end

-  def validate_limit
-    render_payment_required('Account limit exceeded. Please purchase more licenses') unless can_add_agent?
+  def create_agent_from_email(email)
+    builder = AgentBuilder.new(
+      email: email,
+      name: email.split('@').first,
+      inviter: current_user,
+      account: Current.account
+    )
+    builder.perform
+  rescue ActiveRecord::RecordInvalid => e
+    Rails.logger.info "[Agent#bulk_create] ignoring email #{email}, errors: #{e.record.errors}"
+  end
+
+  def clear_onboarding_step
+    Current.account.custom_attributes.delete('onboarding_step')
+    Current.account.save!
  end

  def available_agent_count
-    Current.account.usage_limits[:agents] - agents.count
-  end
-
-  def can_add_agent?
-    available_agent_count.positive?
+    Current.account.usage_limits[:agents] - Current.account.account_users.count
  end

  def delete_user_record(agent)
@@ -0,0 +1,9 @@
+class Api::V1::Accounts::Integrations::BaseController < Api::V1::Accounts::BaseController
+  private
+
+  # Managing an integration hook (create/update/destroy) is admin-only, enforced via HookPolicy.
+  # Subclasses opt in per action with `before_action :check_authorization, only: [...]`.
+  def check_authorization
+    authorize(:hook)
+  end
+end
@@ -1,4 +1,4 @@
-class Api::V1::Accounts::Integrations::HooksController < Api::V1::Accounts::BaseController
+class Api::V1::Accounts::Integrations::HooksController < Api::V1::Accounts::Integrations::BaseController
  before_action :fetch_hook, except: [:create]
  before_action :check_authorization

@@ -35,10 +35,6 @@ class Api::V1::Accounts::Integrations::HooksController < Api::V1::Accounts::Base
    @hook = Current.account.hooks.find(params[:id])
  end

-  def check_authorization
-    authorize(:hook)
-  end
-
  def permitted_params
    params.require(:hook).permit(:app_id, :inbox_id, :status, settings: {})
  end
@@ -1,6 +1,7 @@
-class Api::V1::Accounts::Integrations::LinearController < Api::V1::Accounts::BaseController
+class Api::V1::Accounts::Integrations::LinearController < Api::V1::Accounts::Integrations::BaseController
  before_action :fetch_conversation, only: [:create_issue, :link_issue, :unlink_issue, :linked_issues]
  before_action :fetch_hook, only: [:destroy]
+  before_action :check_authorization, only: [:destroy]

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

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

  def auth
@@ -47,18 +47,10 @@ class Webhooks::WhatsappController < ActionController::API
    metadata = params.dig(:entry, 0, :changes, 0, :value, :metadata)
    return if metadata.blank?

-    phone_number = normalized_phone_number(metadata[:display_phone_number])
-    phone_number_id = metadata[:phone_number_id]
-    channel = Channel::Whatsapp.find_by(phone_number: phone_number)
-
-    return channel if channel && channel.provider_config['phone_number_id'] == phone_number_id
-  end
-
-  def normalized_phone_number(phone_number)
-    return if phone_number.blank?
-
-    phone_number = phone_number.to_s
-    phone_number.start_with?('+') ? phone_number : "+#{phone_number}"
+    Whatsapp::WebhookChannelFinderService.new(
+      display_phone_number: metadata[:display_phone_number],
+      phone_number_id: metadata[:phone_number_id]
+    ).perform
  end

  def inactive_whatsapp_number?
@@ -26,13 +26,20 @@ class CaptainAssistant extends ApiClient {
    });
  }

-  getStats({ assistantId, range, signal }) {
+  getMetrics({ assistantId, range, signal }) {
    const requestConfig = {
      params: { range, timezone_offset: getTimezoneOffset() },
    };
    if (signal) requestConfig.signal = signal;

-    return axios.get(`${this.url}/${assistantId}/stats`, requestConfig);
+    return axios.get(`${this.url}/${assistantId}/metrics`, requestConfig);
+  }
+
+  getFaqStats({ assistantId, signal }) {
+    const requestConfig = {};
+    if (signal) requestConfig.signal = signal;
+
+    return axios.get(`${this.url}/${assistantId}/faq_stats`, requestConfig);
  }

  getSummary({ assistantId, range, stats }) {
@@ -1,167 +0,0 @@
-<script setup>
-import { computed } from 'vue';
-import { useI18n } from 'vue-i18n';
-
-const props = defineProps({
-  // The credit_usage stat from the overview stats endpoint:
-  // { current, previous, trend, daily: [{ date, value }] }
-  usage: { type: Object, default: null },
-});
-
-const { t } = useI18n();
-
-const daily = computed(() => props.usage?.daily ?? []);
-
-// Long ranges (90 days) get too many daily bars to read, so past this many
-// days the series is bucketed into weeks.
-const WEEKLY_THRESHOLD = 35;
-
-const isWeekly = computed(() => daily.value.length > WEEKLY_THRESHOLD);
-
-// One bucket per day, or per 7 consecutive days on long ranges (the last week
-// may be partial and always includes today). A bucket is unrecorded (null)
-// only when every day in it predates credit tracking.
-const buckets = computed(() => {
-  if (!isWeekly.value) {
-    return daily.value.map(day => ({
-      start: day.date,
-      end: day.date,
-      value: day.value,
-    }));
-  }
-
-  const weeks = [];
-  for (let i = 0; i < daily.value.length; i += 7) {
-    const chunk = daily.value.slice(i, i + 7);
-    const recorded = chunk.filter(day => day.value !== null);
-    weeks.push({
-      start: chunk[0].date,
-      end: chunk[chunk.length - 1].date,
-      value: recorded.length
-        ? +recorded.reduce((sum, day) => sum + day.value, 0).toFixed(2)
-        : null,
-    });
-  }
-  return weeks;
-});
-
-// Bar heights as a percentage of the peak bucket, with a small floor so even
-// the lowest one stays visible. Unrecorded buckets render as muted
-// placeholder bars.
-const bars = computed(() => {
-  const max = Math.max(...buckets.value.map(bucket => bucket.value ?? 0), 0);
-  return buckets.value.map(bucket => ({
-    ...bucket,
-    key: bucket.start,
-    recorded: bucket.value !== null,
-    height:
-      max === 0 || bucket.value === null
-        ? 6
-        : Math.max(6, Math.round((bucket.value / max) * 100)),
-  }));
-});
-
-// Bucket dates arrive as date-only strings ('2026-07-17'), which new Date()
-// would parse as midnight UTC and shift a day back for viewers west of UTC.
-// Parse the parts as a local date so the label matches the server-side bucket.
-const formatDate = date => {
-  const [year, month, day] = date.split('-').map(Number);
-  return new Date(year, month - 1, day).toLocaleDateString(undefined, {
-    month: 'short',
-    day: 'numeric',
-  });
-};
-
-const barTooltip = bar => {
-  const period =
-    bar.start === bar.end
-      ? formatDate(bar.start)
-      : `${formatDate(bar.start)} – ${formatDate(bar.end)}`;
-  const usage = bar.recorded
-    ? `${bar.value} ${t('CAPTAIN.OVERVIEW.CREDITS.UNIT')}`
-    : t('CAPTAIN.OVERVIEW.CREDITS.NO_DATA');
-  return `${period} · ${usage}`;
-};
-
-const total = computed(() =>
-  props.usage ? props.usage.current.toLocaleString() : '—'
-);
-
-const trend = computed(() => {
-  if (!props.usage?.trend) return '';
-  const sign = props.usage.trend > 0 ? '+' : '';
-  return `${sign}${props.usage.trend}%`;
-});
-
-const axisStart = computed(() =>
-  daily.value.length ? formatDate(daily.value[0].date) : ''
-);
-const axisEnd = computed(() =>
-  daily.value.length ? formatDate(daily.value[daily.value.length - 1].date) : ''
-);
-</script>
-
-<template>
-  <section
-    class="flex flex-col gap-4 p-5 border rounded-xl bg-n-solid-1 border-n-weak"
-  >
-    <div class="flex items-start justify-between gap-4">
-      <div class="flex flex-col gap-1">
-        <div class="flex items-center gap-1.5">
-          <h3 class="text-sm font-medium text-n-slate-12">
-            {{ $t('CAPTAIN.OVERVIEW.CREDITS.TITLE') }}
-          </h3>
-          <span
-            v-tooltip="$t('CAPTAIN.OVERVIEW.CREDITS.DISCLAIMER')"
-            class="cursor-help i-lucide-info size-3.5 text-n-slate-9"
-          />
-        </div>
-        <div class="flex items-baseline gap-2">
-          <span class="text-2xl font-semibold tabular-nums text-n-slate-12">
-            {{ total }}
-          </span>
-          <span class="text-sm text-n-slate-11">
-            {{ $t('CAPTAIN.OVERVIEW.CREDITS.UNIT') }}
-          </span>
-          <span
-            v-if="trend"
-            class="text-sm font-medium tabular-nums text-n-slate-11"
-          >
-            {{ trend }}
-          </span>
-        </div>
-      </div>
-      <div class="flex items-center gap-2 mt-1">
-        <span class="rounded-full size-2.5 bg-n-brand" />
-        <span class="text-xs text-n-slate-11">
-          {{
-            isWeekly
-              ? $t('CAPTAIN.OVERVIEW.CREDITS.LEGEND_WEEKLY')
-              : $t('CAPTAIN.OVERVIEW.CREDITS.LEGEND')
-          }}
-        </span>
-      </div>
-    </div>
-
-    <div class="flex flex-col justify-end flex-1">
-      <div class="flex items-end flex-1 gap-1 min-h-24">
-        <div
-          v-for="bar in bars"
-          :key="bar.key"
-          v-tooltip="barTooltip(bar)"
-          class="flex-1 rounded-t transition-colors"
-          :class="
-            bar.recorded
-              ? 'bg-n-brand hover:bg-n-brand/70'
-              : 'bg-n-alpha-2 hover:bg-n-alpha-3'
-          "
-          :style="{ height: `${bar.height}%` }"
-        />
-      </div>
-      <div class="flex items-center justify-between mt-3">
-        <span class="text-xs text-n-slate-10">{{ axisStart }}</span>
-        <span class="text-xs text-n-slate-10">{{ axisEnd }}</span>
-      </div>
-    </div>
-  </section>
-</template>
@@ -57,13 +57,13 @@ const stats = computed(() => [
        {{ $t('CAPTAIN.OVERVIEW.KNOWLEDGE.COVERAGE', { pct: approvedPct }) }}
      </span>
    </div>
-    <div class="w-full h-2 mt-4 overflow-hidden rounded-full bg-n-alpha-2">
+    <div class="w-full h-2 overflow-hidden rounded-full bg-n-alpha-2">
      <div
        class="h-full rounded-full bg-n-brand"
        :style="{ width: `${approvedPct}%` }"
      />
    </div>
-    <div class="grid grid-cols-3 gap-3 mt-4">
+    <div class="grid grid-cols-3 gap-3">
      <RouterLink
        v-for="stat in stats"
        :key="stat.key"
@@ -26,7 +26,7 @@ const onActivate = () => {

 <template>
  <div
-    class="flex flex-col gap-3 p-5 bg-n-solid-1"
+    class="flex flex-col gap-3 p-5 group bg-n-solid-1"
    :class="
      clickable
        ? 'cursor-pointer transition-colors hover:bg-n-slate-2/50 focus-visible:outline focus-visible:outline-2 focus-visible:outline-n-brand'
@@ -43,7 +43,7 @@ const onActivate = () => {
      <span
        v-if="hint"
        v-tooltip="hint"
-        class="cursor-help i-lucide-info size-3.5 text-n-slate-9"
+        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">
@@ -8,6 +8,8 @@ import {
  EditorState,
  Selection,
  imageResizeView,
+  toggleMark,
+  wrapInList,
 } from '@chatwoot/prosemirror-schema';
 import {
  suggestionsPlugin,
@@ -17,8 +19,6 @@ import imagePastePlugin from '@chatwoot/prosemirror-schema/src/plugins/image';
 import embedPreviewPlugin from '@chatwoot/prosemirror-schema/src/plugins/embedPreview';
 import trailingParagraphPlugin from '@chatwoot/prosemirror-schema/src/plugins/trailingParagraph';
 import { embeds as markdownEmbeds } from 'dashboard/helper/markdownEmbeds';
-import { toggleMark } from 'prosemirror-commands';
-import { wrapInList } from 'prosemirror-schema-list';
 import { toggleBlockType } from '@chatwoot/prosemirror-schema/src/menu/common';
 import { checkFileSizeLimit } from 'shared/helpers/FileHelper';
 import { isEscape } from 'shared/helpers/KeyboardHelpers';
@@ -1,9 +1,9 @@
-import { ref } from 'vue';
-import { describe, it, expect, vi, beforeEach } from 'vitest';
-import { useAgentsList } from '../useAgentsList';
 import { useMapGetter } from 'dashboard/composables/store';
-import { allAgentsData, formattedAgentsData } from './fixtures/agentFixtures';
 import * as agentHelper from 'dashboard/helper/agentHelper';
+import { beforeEach, describe, expect, it, vi } from 'vitest';
+import { ref } from 'vue';
+import { useAgentsList } from '../useAgentsList';
+import { allAgentsData, formattedAgentsData } from './fixtures/agentFixtures';

 // Mock vue-i18n
 vi.mock('vue-i18n', () => ({
@@ -94,6 +94,32 @@ describe('useAgentsList', () => {
    expect(agentsList.value.length).toBe(formattedAgentsData.slice(1).length);
  });

+  it('keeps nameless agent bots and applies a fallback label', () => {
+    const namelessBot = {
+      id: 91,
+      name: null,
+      assignee_type: 'AgentBot',
+      availability_status: 'offline',
+    };
+    mockUseMapGetter({
+      'inboxAssignableAgents/getAssignableAgents': ref(() => [
+        ...allAgentsData,
+        namelessBot,
+      ]),
+    });
+
+    const { agentsList } = useAgentsList();
+    // access the computed to trigger evaluation
+    expect(agentsList.value).toBeDefined();
+
+    const passedAgents =
+      agentHelper.getAgentsByUpdatedPresence.mock.calls[0][0];
+    expect(passedAgents).toContainEqual({
+      ...namelessBot,
+      name: '-',
+    });
+  });
+
  it('handles empty assignable agents', () => {
    mockUseMapGetter({
      'inboxAssignableAgents/getAssignableAgents': ref(() => []),
@@ -1,10 +1,10 @@
-import { computed } from 'vue';
 import { useMapGetter } from 'dashboard/composables/store';
-import { useI18n } from 'vue-i18n';
 import {
  getAgentsByUpdatedPresence,
  getSortedAgentsByAvailability,
 } from 'dashboard/helper/agentHelper';
+import { computed } from 'vue';
+import { useI18n } from 'vue-i18n';

 /**
 * A composable function that provides a list of agents for assignment.
@@ -53,7 +53,11 @@ export function useAgentsList(
   * @type {import('vue').ComputedRef<Array>}
   */
  const agentsList = computed(() => {
-    const agents = assignableAgents.value || [];
+    const agents = (assignableAgents.value || []).map(agent =>
+      !agent.name && agent.assignee_type === 'AgentBot'
+        ? { ...agent, name: '-' }
+        : agent
+    );
    const agentsByUpdatedPresence = getAgentsByUpdatedPresence(
      agents,
      currentUser.value,
@@ -7,7 +7,7 @@
 export const getAgentsByAvailability = (agents, availability) => {
  return agents
    .filter(agent => agent.availability_status === availability)
-    .sort((a, b) => a.name.localeCompare(b.name));
+    .sort((a, b) => (a.name || '').localeCompare(b.name || ''));
 };

 /**
@@ -1,4 +1,6 @@
 import {
+  InputRule,
+  inputRules,
  MessageMarkdownSerializer,
  MessageMarkdownTransformer,
  messageSchema,
@@ -9,7 +11,6 @@ import * as Sentry from '@sentry/vue';
 import camelcaseKeys from 'camelcase-keys';
 import { FORMATTING, MARKDOWN_PATTERNS } from 'dashboard/constants/editor';
 import { INBOX_TYPES, TWILIO_CHANNEL_MEDIUM } from 'dashboard/helper/inbox';
-import { InputRule, inputRules } from 'prosemirror-inputrules';

 /**
 * Extract text from markdown, and remove all images, code blocks, links, headers, bold, italic, lists etc.
@@ -26,6 +26,18 @@ describe('agentHelper', () => {
        offlineAgentsData
      );
    });
+
+    it('does not throw when an agent has a null name', () => {
+      const agents = [
+        { id: 1, name: null, availability_status: 'offline' },
+        { id: 2, name: 'Zoe', availability_status: 'offline' },
+      ];
+
+      expect(() => getAgentsByAvailability(agents, 'offline')).not.toThrow();
+      expect(
+        getAgentsByAvailability(agents, 'offline').map(agent => agent.id)
+      ).toEqual([1, 2]);
+    });
  });

  describe('getSortedAgentsByAvailability', () => {
@@ -460,14 +460,6 @@
        "PENDING": "Pending FAQs",
        "DOCUMENTS": "Documents"
      },
-      "CREDITS": {
-        "TITLE": "Credit usage",
-        "UNIT": "credits",
-        "LEGEND": "Daily credits used",
-        "LEGEND_WEEKLY": "Weekly credits used",
-        "NO_DATA": "No data recorded",
-        "DISCLAIMER": "Shows credits used by this assistant only. Your account's total credit usage also includes other assistants and features."
-      },
      "LINKS": {
        "DOCS": {
          "TITLE": "Captain docs",
@@ -13,7 +13,6 @@ import WelcomeCard from 'dashboard/components-next/captain/pageComponents/overvi
 import MetricCard from 'dashboard/components-next/captain/pageComponents/overview/MetricCard.vue';
 import AssistantDrilldownDrawer from 'dashboard/components-next/captain/pageComponents/overview/AssistantDrilldownDrawer.vue';
 import KnowledgeCard from 'dashboard/components-next/captain/pageComponents/overview/KnowledgeCard.vue';
-import CreditUsageCard from 'dashboard/components-next/captain/pageComponents/overview/CreditUsageCard.vue';
 import QuickLinks from 'dashboard/components-next/captain/pageComponents/overview/QuickLinks.vue';
 import InboxBanner from 'dashboard/components-next/captain/pageComponents/overview/InboxBanner.vue';
 import CoverageBanner from 'dashboard/components-next/captain/pageComponents/overview/CoverageBanner.vue';
@@ -27,25 +26,28 @@ const canDrilldown = computed(() => checkPermissions(['administrator']));
 const selectedRange = ref('this_month');

 const assistantId = computed(() => route.params.assistantId);
-const stats = ref(null);
-const isFetching = ref(false);
+const metricStats = ref(null);
+const faqStats = ref(null);
+const isFetchingMetrics = 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;
+let metricsFetchToken = 0;
+let faqStatsFetchToken = 0;
+let metricsAbortController = null;
+let faqStatsAbortController = null;

-const fetchStats = async () => {
-  fetchToken += 1;
-  const token = fetchToken;
-  abortController?.abort();
-  abortController = new AbortController();
-  const { signal } = abortController;
-  stats.value = null;
-  isFetching.value = true;
+const fetchMetrics = async () => {
+  metricsFetchToken += 1;
+  const token = metricsFetchToken;
+  metricsAbortController?.abort();
+  metricsAbortController = new AbortController();
+  const { signal } = metricsAbortController;
+  metricStats.value = null;
+  isFetchingMetrics.value = true;

-  const requestStats = () =>
-    CaptainAssistant.getStats({
+  const requestMetrics = () =>
+    CaptainAssistant.getMetrics({
      assistantId: assistantId.value,
      range: selectedRange.value,
      signal,
@@ -53,25 +55,54 @@ const fetchStats = async () => {

  let data = null;
  try {
-    ({ data } = await requestStats());
+    ({ data } = await requestMetrics());
  } catch {
    // One silent retry before giving up, unless the request was aborted.
    try {
-      if (token === fetchToken && !signal.aborted)
-        ({ data } = await requestStats());
+      if (token === metricsFetchToken && !signal.aborted)
+        ({ data } = await requestMetrics());
    } catch {
      data = null;
    }
  }

-  if (token !== fetchToken || signal.aborted) return;
-  stats.value = data;
-  isFetching.value = false;
+  if (token !== metricsFetchToken || signal.aborted) return;
+  metricStats.value = data;
+  isFetchingMetrics.value = false;
 };

-onUnmounted(() => abortController?.abort());
+const fetchFaqStats = async () => {
+  faqStatsFetchToken += 1;
+  const token = faqStatsFetchToken;
+  faqStatsAbortController?.abort();
+  faqStatsAbortController = new AbortController();
+  const { signal } = faqStatsAbortController;
+  faqStats.value = null;

-watch([selectedRange, assistantId], fetchStats, { immediate: true });
+  try {
+    const { data } = await CaptainAssistant.getFaqStats({
+      assistantId: assistantId.value,
+      signal,
+    });
+    if (token === faqStatsFetchToken && !signal.aborted) faqStats.value = data;
+  } catch {
+    if (token === faqStatsFetchToken && !signal.aborted) faqStats.value = null;
+  }
+};
+
+const summaryStats = computed(() => {
+  if (!metricStats.value || !faqStats.value) return null;
+
+  return { ...metricStats.value, knowledge: faqStats.value };
+});
+
+onUnmounted(() => {
+  metricsAbortController?.abort();
+  faqStatsAbortController?.abort();
+});
+
+watch([selectedRange, assistantId], fetchMetrics, { immediate: true });
+watch(assistantId, fetchFaqStats, { immediate: true });

 // `direction` says whether a rising trend is good ('up'), bad ('down'), or
 // neutral, so we can colour the delta independently of its sign.
@@ -91,7 +122,7 @@ const formatDuration = hours =>
  hours >= 100 ? `${Math.round(hours / 24)}d` : `${hours}h`;

 const metricFor = (statKey, formatValue, direction, trendKind = 'percent') => {
-  const data = stats.value?.[statKey];
+  const data = metricStats.value?.[statKey];
  if (!data) return { value: '—', trend: '', trendGood: null };

  const sign = data.trend > 0 ? '+' : '';
@@ -185,9 +216,9 @@ const closeDrilldown = () => {
      <div class="flex flex-col gap-6 pb-8">
        <InboxBanner />

-        <CoverageBanner :knowledge="stats?.knowledge" />
+        <CoverageBanner :knowledge="faqStats ?? undefined" />

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

        <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"
@@ -200,16 +231,15 @@ const closeDrilldown = () => {
            :trend="metric.trend"
            :hint="metric.hint"
            :trend-good="metric.trendGood"
-            :loading="isFetching"
-            :clickable="canDrilldown && Boolean(metric.metric) && !isFetching"
+            :loading="isFetchingMetrics"
+            :clickable="
+              canDrilldown && Boolean(metric.metric) && !isFetchingMetrics
+            "
            @click="openDrilldown(metric)"
          />
        </div>

-        <div class="grid grid-cols-1 gap-4 lg:grid-cols-2">
-          <KnowledgeCard :knowledge="stats?.knowledge" />
-          <CreditUsageCard :usage="stats?.credit_usage" />
-        </div>
+        <KnowledgeCard :knowledge="faqStats ?? undefined" />

        <QuickLinks />
      </div>
@@ -135,7 +135,7 @@ onMounted(() => {
              <BaseTableCell class="max-w-0">
                <div class="flex items-center gap-4 min-w-0">
                  <Avatar
-                    :name="bot.name"
+                    :name="bot.name || ''"
                    :src="bot.thumbnail"
                    :size="40"
                    class="flex-shrink-0"
@@ -68,6 +68,10 @@ const isAgentBot = computed(
  () => props.selectedItem?.assignee_type === 'AgentBot'
 );

+const selectedItemName = computed(() =>
+  !props.selectedItem?.name && isAgentBot.value ? '-' : props.selectedItem?.name
+);
+
 const selectedThumbnail = computed(
  () => props.selectedItem?.thumbnail || props.selectedItem?.avatar_url
 );
@@ -95,16 +99,16 @@ const selectedThumbnail = computed(
          <h4
            v-else
            class="items-center overflow-hidden text-sm leading-tight whitespace-nowrap text-ellipsis text-n-slate-12"
-            :title="selectedItem.name"
+            :title="selectedItemName"
          >
-            {{ selectedItem.name }}
+            {{ selectedItemName }}
          </h4>
        </div>
        <Avatar
          v-if="hasValue && hasThumbnail && (isAgentBot || !hasIcon)"
          :src="selectedThumbnail"
          :status="selectedItem.availability_status"
-          :name="selectedItem.name"
+          :name="selectedItemName"
          :icon-name="isAgentBot ? 'i-lucide-bot' : undefined"
          :size="24"
          hide-offline-status
@@ -53,7 +53,9 @@ export default {
  computed: {
    filteredOptions() {
      return this.options.filter(option => {
-        return option.name.toLowerCase().includes(this.search.toLowerCase());
+        return (option.name || '')
+          .toLowerCase()
+          .includes(this.search.toLowerCase());
      });
    },
    noResult() {
@@ -11,6 +11,8 @@ import { IFrameHelper } from '../helpers/utils';
 import { CHATWOOT_ON_START_CONVERSATION } from '../constants/sdkEvents';
 import { emitter } from 'shared/helpers/mitt';

+const TRANSCRIPT_COOLDOWN_MS = 15000;
+
 export default {
  components: {
    ChatInputWrap,
@@ -24,6 +26,9 @@ export default {
  data() {
    return {
      inReplyTo: null,
+      isSendingTranscript: false,
+      transcriptCooldown: false,
+      transcriptCooldownTimer: null,
    };
  },
  computed: {
@@ -57,6 +62,9 @@ export default {
  mounted() {
    emitter.on(BUS_EVENTS.TOGGLE_REPLY_TO_MESSAGE, this.toggleReplyTo);
  },
+  beforeUnmount() {
+    clearTimeout(this.transcriptCooldownTimer);
+  },
  methods: {
    ...mapActions('conversation', ['sendMessage', 'sendAttachment']),
    ...mapActions('conversationAttributes', ['getAttributes']),
@@ -90,19 +98,35 @@ export default {
    toggleReplyTo(message) {
      this.inReplyTo = message;
    },
+    startTranscriptCooldown() {
+      this.transcriptCooldown = true;
+      clearTimeout(this.transcriptCooldownTimer);
+      this.transcriptCooldownTimer = setTimeout(() => {
+        this.transcriptCooldown = false;
+      }, TRANSCRIPT_COOLDOWN_MS);
+    },
    async sendTranscript() {
-      if (this.hasEmail) {
-        try {
-          await sendEmailTranscript();
-          emitter.emit(BUS_EVENTS.SHOW_ALERT, {
-            message: this.$t('EMAIL_TRANSCRIPT.SEND_EMAIL_SUCCESS'),
-            type: 'success',
-          });
-        } catch (error) {
-          emitter.$emit(BUS_EVENTS.SHOW_ALERT, {
-            message: this.$t('EMAIL_TRANSCRIPT.SEND_EMAIL_ERROR'),
-          });
-        }
+      if (
+        !this.hasEmail ||
+        this.isSendingTranscript ||
+        this.transcriptCooldown
+      ) {
+        return;
+      }
+      this.isSendingTranscript = true;
+      try {
+        await sendEmailTranscript();
+        this.startTranscriptCooldown();
+        emitter.emit(BUS_EVENTS.SHOW_ALERT, {
+          message: this.$t('EMAIL_TRANSCRIPT.SEND_EMAIL_SUCCESS'),
+          type: 'success',
+        });
+      } catch (error) {
+        emitter.emit(BUS_EVENTS.SHOW_ALERT, {
+          message: this.$t('EMAIL_TRANSCRIPT.SEND_EMAIL_ERROR'),
+        });
+      } finally {
+        this.isSendingTranscript = false;
      }
    },
  },
@@ -144,6 +168,7 @@ export default {
      v-if="showEmailTranscriptButton"
      type="clear"
      class="font-normal"
+      :disabled="isSendingTranscript || transcriptCooldown"
      @click="sendTranscript"
    >
      {{ $t('EMAIL_TRANSCRIPT.BUTTON_TEXT') }}
@@ -153,11 +153,11 @@ class Webhooks::WhatsappEventsJob < MutexApplicationJob
  end

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

@@ -6,12 +6,10 @@ class Whatsapp::SendOnWhatsappService < Base::SendOnChannelService
  end

  def perform_reply
-    should_send_template_message = template_params.present? || !message.conversation.can_reply?
-    if should_send_template_message
-      send_template_message
-    else
-      send_session_message
-    end
+    return send_template_message if template_params.present?
+    return send_session_message if message.conversation.can_reply?
+
+    message.update!(status: :failed, external_error: I18n.t('errors.whatsapp.message_outside_messaging_window'))
  end

  def send_template_message
@@ -0,0 +1,35 @@
+# Resolves the WhatsApp channel for an inbound WhatsApp Cloud webhook. Meta's
+# display_phone_number can arrive formatted or in a country-specific variant (e.g. Brazil
+# omits the mobile 9, Argentina adds a digit after the country code), so we try the
+# raw digits first and then a normalized fallback, accepting only a candidate whose
+# phone_number_id matches.
+class Whatsapp::WebhookChannelFinderService
+  def initialize(display_phone_number:, phone_number_id:)
+    @display_phone_number = display_phone_number
+    @phone_number_id = phone_number_id
+  end
+
+  def perform
+    return if digits.blank?
+
+    candidates = [
+      Channel::Whatsapp.find_by(phone_number: "+#{digits}"),
+      channel_by_normalized_number
+    ]
+    candidates.compact.find { |channel| channel.provider_config['phone_number_id'] == @phone_number_id }
+  end
+
+  private
+
+  def digits
+    @digits ||= @display_phone_number.to_s.gsub(/[^0-9]/, '')
+  end
+
+  def channel_by_normalized_number
+    normalizer = Whatsapp::PhoneNumberNormalizationService::NORMALIZERS
+                 .lazy.map(&:new).find { |n| n.handles_country?(digits) }
+    return unless normalizer
+
+    Channel::Whatsapp.find_by(phone_number: "+#{normalizer.normalize(digits)}")
+  end
+end
@@ -154,6 +154,7 @@ en:
      invalid_token_permissions: 'The access token does not have the required permissions for WhatsApp.'
      phone_info_fetch_failed: 'Failed to fetch phone number information. Please try again.'
      phone_number_already_exists: 'Channel already exists for this phone number: %{phone_number}, please contact support if the error persists'
+      message_outside_messaging_window: 'Message not sent because the WhatsApp 24-hour customer service window is closed and no template parameters were provided. Send an approved template message instead.'
      reauthorization:
        generic: 'Failed to reauthorize WhatsApp. Please try again.'
        not_supported: 'Reauthorization is not supported for this type of WhatsApp channel.'
@@ -66,7 +66,8 @@ Rails.application.routes.draw do
            resources :assistants do
              member do
                post :playground
-                get :stats
+                get :metrics
+                get :faq_stats
                get :summary
                get :drilldown
              end
@@ -1,124 +0,0 @@
-# Computes per-assistant credit consumption (from agent_sessions) for the
-# Captain Overview page: window totals for the trend plus a per-day series for
-# the usage chart.
-#
-# Days are bucketed on the viewer's calendar day, so a completed day's sum never
-# changes. Those sums are cached per (assistant, timezone, date) with a long TTL
-# and only the still-accruing current day is computed live on every request.
-class Captain::AssistantCreditUsageBuilder
-  CACHE_TTL = 30.days
-
-  # Credit tracking on agent_sessions began on this date. Earlier days are still
-  # returned in `daily` but with a nil value ("no data recorded") and are
-  # excluded from the queried span and the window totals.
-  DATA_EPOCH = Date.new(2026, 7, 17)
-
-  def initialize(assistant, window)
-    @assistant = assistant
-    @window = window
-  end
-
-  # => { current:, previous:, daily: [{ date:, value: }, ...] }
-  # `daily` covers the current window only; `previous` is the total for the
-  # preceding equal-length day span, used for the trend. A nil daily value means
-  # the day predates credit tracking.
-  def build
-    sums = daily_sums(recorded_dates)
-
-    {
-      current: total(sums, current_dates),
-      previous: total(sums, previous_dates),
-      daily: current_dates.map { |date| { date: date, value: sums[date] } }
-    }
-  end
-
-  private
-
-  attr_reader :assistant, :window
-
-  # Credit usage is bucketed on calendar days (unlike the rolling timestamp
-  # windows of the other metrics): a day-count range means exactly N calendar
-  # days ending today in the viewer's timezone, and month ranges follow the
-  # window's calendar boundaries.
-  def current_dates
-    @current_dates ||= if day_range?
-                         (today - (window.range.to_i - 1))..today
-                       else
-                         to_dates(window.current)
-                       end
-  end
-
-  # Day ranges derive the comparison span from the current dates (the N days
-  # right before them), since current_dates redefines the window as N calendar
-  # days ending today. Named month ranges follow window.previous so the trend
-  # compares the same periods as every other overview metric.
-  def previous_dates
-    if day_range?
-      (current_dates.first - current_dates.count)..(current_dates.first - 1)
-    else
-      to_dates(window.previous)
-    end
-  end
-
-  def day_range?
-    window.range.match?(/\A\d+\z/)
-  end
-
-  def to_dates(range)
-    range.first.in_time_zone(timezone).to_date..range.last.in_time_zone(timezone).to_date
-  end
-
-  # Pre-epoch days are never queried or cached; they fall out of the sums hash
-  # and surface as nil daily values / zero contribution to totals. While the
-  # previous span is fully pre-epoch this leaves `previous` at 0, so the
-  # frontend hides the trend.
-  def recorded_dates
-    (previous_dates.to_a + current_dates.to_a).select { |date| date >= DATA_EPOCH }
-  end
-
-  def daily_sums(dates)
-    cacheable = dates.select { |date| date < today }
-    cached = Rails.cache.read_multi(*cacheable.map { |date| cache_key(date) })
-
-    missing = dates.reject { |date| cached.key?(cache_key(date)) }
-    live = live_sums(missing)
-    missing.each do |date|
-      Rails.cache.write(cache_key(date), live[date], expires_in: CACHE_TTL) if date < today
-    end
-
-    dates.index_with { |date| cached.fetch(cache_key(date)) { live[date] } }
-  end
-
-  # One grouped scan covering the span of the requested dates. Zero-filled via
-  # groupdate so cache entries exist even for days without sessions.
-  def live_sums(dates)
-    return {} if dates.empty?
-
-    span = dates.min.in_time_zone(timezone).beginning_of_day..dates.max.in_time_zone(timezone).end_of_day
-    Captain::AgentSession
-      .where(assistant_id: assistant.id, created_at: span)
-      .group_by_day(:created_at, time_zone: timezone, range: span)
-      .sum(:credits_consumed)
-      .to_h { |day, value| [day.to_date, (value || 0).round(2)] }
-  end
-
-  def total(sums, dates)
-    dates.sum { |date| sums[date].to_f }.round(2)
-  end
-
-  def today
-    @today ||= Time.current.in_time_zone(timezone).to_date
-  end
-
-  def timezone
-    window.timezone
-  end
-
-  def cache_key(date)
-    "captain_credit_usage/#{assistant.id}/#{timezone_name}/#{date}"
-  end
-
-  def timezone_name
-    @timezone_name ||= timezone.is_a?(String) ? timezone : timezone.name
-  end
-end
@@ -37,6 +37,23 @@ class Captain::AssistantStatsBuilder
    build_metrics(current, previous)
  end

+  # Approved/pending FAQ counts and the document total in a single round trip.
+  def faq_stats
+    approved, pending, documents = Captain::AssistantResponse.by_assistant(assistant.id).reorder(nil).pick(
+      Arel.sql("COUNT(*) FILTER (WHERE status = #{Captain::AssistantResponse.statuses['approved']})"),
+      Arel.sql("COUNT(*) FILTER (WHERE status = #{Captain::AssistantResponse.statuses['pending']})"),
+      Arel.sql("(SELECT COUNT(*) FROM captain_documents WHERE assistant_id = #{assistant.id.to_i})")
+    )
+    total = approved + pending
+
+    {
+      approved: approved,
+      pending: pending,
+      documents: documents,
+      coverage: total.zero? ? 0 : (approved.to_f / total * 100).round
+    }
+  end
+
  private

  attr_reader :window
@@ -56,9 +73,7 @@ class Captain::AssistantStatsBuilder
      handoff_rate: pack(current[:handoff], previous[:handoff], :point),
      hours_saved: pack(current[:hours_saved], previous[:hours_saved], :percent),
      reopen_rate: pack(current[:reopen], previous[:reopen], :point),
-      conversation_depth: pack(current[:depth], previous[:depth], :absolute),
-      credit_usage: credit_usage,
-      knowledge: knowledge
+      conversation_depth: pack(current[:depth], previous[:depth], :absolute)
    }
  end

@@ -74,7 +89,7 @@ class Captain::AssistantStatsBuilder
      auto_resolution: rate(resolution[:resolved], handled),
      handoff: rate(resolution[:handoff], handled),
      hours_saved: (public_count * SECONDS_SAVED_PER_REPLY / 3600.0).round,
-      reopen: reopen_rate(range),
+      reopen: reopen_rate(range, resolution[:resolved]),
      depth: depth_conversations.zero? ? 0 : (public_count.to_f / depth_conversations).round(1)
    }
  end
@@ -159,7 +174,9 @@ class Captain::AssistantStatsBuilder
  # derived from the assistant's handled conversations (not current inbox membership) so a later
  # inbox reassignment doesn't drop historical resolves, and covers both the evaluated (inference)
  # and time-based (bot) resolve paths so the denominator matches auto_resolution_rate.
-  def reopen_rate(range)
+  def reopen_rate(range, resolved_count)
+    return 0 if resolved_count.zero?
+
    resolved_scope = account.reporting_events
                            .where(name: RESOLVED_EVENT_NAMES, created_at: range,
                                   conversation_id: handled_scope(range).select(:conversation_id))
@@ -179,31 +196,7 @@ class Captain::AssistantStatsBuilder
                             'ON resolves.conversation_id = reporting_events.conversation_id ' \
                             'AND reporting_events.event_end_time >= resolves.event_end_time')
                      .distinct.count('reporting_events.conversation_id')
-    rate(reopened, resolved_scope.distinct.count(:conversation_id))
-  end
-
-  # Credits consumed by the assistant's agent sessions: window totals packed like
-  # the other trend metrics, plus the per-day series for the usage chart.
-  def credit_usage
-    usage = Captain::AssistantCreditUsageBuilder.new(assistant, window).build
-    pack(usage[:current], usage[:previous], :percent).merge(daily: usage[:daily])
-  end
-
-  # Approved/pending FAQ counts and the document total in a single round trip.
-  def knowledge
-    approved, pending, documents = Captain::AssistantResponse.by_assistant(assistant.id).reorder(nil).pick(
-      Arel.sql("COUNT(*) FILTER (WHERE status = #{Captain::AssistantResponse.statuses['approved']})"),
-      Arel.sql("COUNT(*) FILTER (WHERE status = #{Captain::AssistantResponse.statuses['pending']})"),
-      Arel.sql("(SELECT COUNT(*) FROM captain_documents WHERE assistant_id = #{assistant.id.to_i})")
-    )
-    total = approved + pending
-
-    {
-      approved: approved,
-      pending: pending,
-      documents: documents,
-      coverage: total.zero? ? 0 : (approved.to_f / total * 100).round
-    }
+    rate(reopened, resolved_count)
  end

  def rate(numerator, denominator)
@@ -14,7 +14,7 @@ class Captain::AssistantStatsWindow
  DEFAULT_RANGE = '30'.freeze
  ALLOWED_RANGES = %w[7 30 90 this_month last_month].freeze

-  attr_reader :range, :timezone
+  attr_reader :range

  def initialize(range = DEFAULT_RANGE, timezone_offset = nil)
    @range = ALLOWED_RANGES.include?(range.to_s) ? range.to_s : DEFAULT_RANGE
@@ -1,7 +1,7 @@
 class Api::V1::Accounts::Captain::AssistantsController < Api::V1::Accounts::BaseController
  before_action -> { check_authorization(Captain::Assistant) }

-  before_action :set_assistant, only: [:show, :update, :destroy, :playground, :stats, :summary, :drilldown]
+  before_action :set_assistant, only: [:show, :update, :destroy, :playground, :metrics, :faq_stats, :summary, :drilldown]

  def index
    @assistants = account_assistants.ordered
@@ -42,10 +42,14 @@ class Api::V1::Accounts::Captain::AssistantsController < Api::V1::Accounts::Base
    @tools = assistant.available_agent_tools
  end

-  def stats
+  def metrics
    render json: Captain::AssistantStatsBuilder.new(@assistant, params[:range], params[:timezone_offset]).metrics
  end

+  def faq_stats
+    render json: Captain::AssistantStatsBuilder.new(@assistant).faq_stats
+  end
+
  def summary
    window = Captain::AssistantStatsWindow.new(params[:range], params[:timezone_offset])
    result = cached_or_generated_summary(window, summary_stats)
@@ -1,6 +1,8 @@
 module Enterprise::Api::V1::Accounts::AgentsController
  def create
    super
+    return if @agent.blank?
+
    associate_agent_with_custom_role
  end

@@ -7,16 +7,19 @@ class Captain::Conversation::ResponseBuilderJob < ApplicationJob
  retry_on ActiveStorage::FileNotFoundError, attempts: 3, wait: 2.seconds
  retry_on Faraday::BadRequestError, attempts: 3, wait: 2.seconds

-  def perform(conversation, assistant)
+  def perform(conversation, assistant, trigger_message_id = nil)
    @conversation = conversation
    @inbox = conversation.inbox
    @assistant = assistant
+    @trigger_message_id = trigger_message_id if captain_v2_enabled?

    return unless conversation_pending?

    Current.executed_by = @assistant

    if captain_v2_enabled?
+      return unless trigger_message_current?
+
      generate_response_with_v2
    else
      generate_and_process_response
@@ -45,11 +48,18 @@ class Captain::Conversation::ResponseBuilderJob < ApplicationJob
  end

  def generate_response_with_v2
-    runner_service = Captain::Assistant::AgentRunnerService.new(assistant: @assistant, conversation: @conversation)
+    runner_service = Captain::Assistant::AgentRunnerService.new(
+      assistant: @assistant,
+      conversation: @conversation,
+      trigger_message_id: @trigger_message_id
+    )
    message_history = Captain::Conversation::MessageHistoryBuilderService.new(conversation: @conversation).perform
    @response = runner_service.generate_response(message_history: message_history)
    @run_result = runner_service.last_run_result

+    return if runner_service.response_discarded?
+    return unless trigger_message_current?
+
    process_response
  end

@@ -77,16 +87,24 @@ class Captain::Conversation::ResponseBuilderJob < ApplicationJob

      process_v1_handoff
    elsif conversation_pending?
-      message = nil
-      ActiveRecord::Base.transaction do
-        message = create_messages
-        Rails.logger.info("[CAPTAIN][ResponseBuilderJob] Incrementing response usage for #{account.id}")
-        account.increment_response_usage
-      end
-      capture_assistant_session(result_message: message, credits_consumed: 1.0)
+      process_standard_response
    end
  end

+  def process_standard_response
+    message = nil
+    ActiveRecord::Base.transaction do
+      next unless trigger_message_current?
+
+      message = create_messages
+      Rails.logger.info("[CAPTAIN][ResponseBuilderJob] Incrementing response usage for #{account.id}")
+      account.increment_response_usage
+    end
+    return unless message
+
+    capture_assistant_session(result_message: message, credits_consumed: 1.0)
+  end
+
  def v1_handoff_requested?
    legacy_v1_handoff_token? || classifier_v1_handoff_requested?
  end
@@ -117,6 +135,8 @@ class Captain::Conversation::ResponseBuilderJob < ApplicationJob
  end

  def process_v2_handoff
+    return unless trigger_message_current?
+
    # HandoffTool already ran bot_handoff! + OOO inside the agent loop. Preserve
    # waiting_since so this message doesn't clear the timestamp it left in place.
    I18n.with_locale(@assistant.account.locale) do
@@ -152,7 +172,7 @@ class Captain::Conversation::ResponseBuilderJob < ApplicationJob
    @response ||= {}
    @response['action_source'] ||= 'error'
    @response['action_reason'] ||= error_action_reason(error)
-    process_v1_handoff if conversation_pending?
+    process_v1_handoff if conversation_pending? && (!captain_v2_enabled? || trigger_message_current?)
    true
  end

@@ -181,4 +201,14 @@ class Captain::Conversation::ResponseBuilderJob < ApplicationJob
    status = Conversation.uncached { Conversation.where(id: @conversation.id).pick(:status) }
    status == 'pending' || status == Conversation.statuses[:pending]
  end
+
+  def trigger_message_current?
+    return true if @trigger_message_id.blank?
+
+    latest_incoming_message_id = Conversation.uncached do
+      @conversation.messages.incoming.maximum(:id)
+    end
+
+    latest_incoming_message_id == @trigger_message_id
+  end
 end
@@ -7,7 +7,11 @@ class Captain::AssistantPolicy < ApplicationPolicy
    true
  end

-  def stats?
+  def metrics?
+    true
+  end
+
+  def faq_stats?
    true
  end

@@ -9,11 +9,12 @@ class Captain::Assistant::AgentRunnerService

  attr_reader :last_run_result

-  def initialize(assistant:, conversation: nil, callbacks: {}, source: nil)
+  def initialize(assistant:, conversation: nil, callbacks: {}, source: nil, trigger_message_id: nil)
    @assistant = assistant
    @conversation = conversation
    @callbacks = callbacks
    @source = source
+    @trigger_message_id = trigger_message_id
    @handoff_tool_called = false
  end

@@ -31,6 +32,10 @@ class Captain::Assistant::AgentRunnerService
    error_response(e.message)
  end

+  def response_discarded?
+    @response_discarded == true
+  end
+
  private

  def build_context(message_history)
@@ -151,10 +156,9 @@ class Captain::Assistant::AgentRunnerService
      track_handoff_usage(tool_name, handoff_tool_name, context_wrapper)
    end

-    if ChatwootApp.otel_enabled?
-      runner.on_run_complete do |_agent_name, _result, context_wrapper|
-        write_credits_used_metadata(context_wrapper)
-      end
+    runner.on_run_complete do |_agent_name, _result, context_wrapper|
+      @response_discarded = trigger_message_stale?
+      write_run_metadata(context_wrapper) if ChatwootApp.otel_enabled?
    end
    runner
  end
@@ -169,11 +173,22 @@ class Captain::Assistant::AgentRunnerService
    @handoff_tool_called = true
  end

-  def write_credits_used_metadata(context_wrapper)
+  def write_run_metadata(context_wrapper)
    root_span = context_wrapper&.context&.dig(:__otel_tracing, :root_span)
    return unless root_span

-    root_span.set_attribute(format(ATTR_LANGFUSE_METADATA, 'credit_used'), @handoff_tool_called ? 'false' : 'true')
+    root_span.set_attribute(format(ATTR_LANGFUSE_METADATA, 'discarded'), response_discarded?.to_s)
+    root_span.set_attribute(format(ATTR_LANGFUSE_METADATA, 'credit_used'), (!@handoff_tool_called && !response_discarded?).to_s)
+  end
+
+  def trigger_message_stale?
+    return false if @trigger_message_id.blank? || @conversation.blank?
+
+    latest_incoming_message_id = Conversation.uncached do
+      @conversation.messages.incoming.maximum(:id)
+    end
+
+    latest_incoming_message_id != @trigger_message_id
  end

  def runner
@@ -13,7 +13,8 @@ class Captain::Assistant::InstrumentationAttributeProvider

  def generation_attributes(_context_wrapper, _chat, message)
    {
-      format(ATTR_LANGFUSE_OBSERVATION_METADATA, 'generation_stage') => generation_stage(message)
+      format(ATTR_LANGFUSE_OBSERVATION_METADATA, 'generation_stage') => generation_stage(message),
+      format(ATTR_LANGFUSE_OBSERVATION_METADATA, 'discarded') => @service.send(:trigger_message_stale?).to_s
    }
  end

@@ -23,6 +23,7 @@ module Captain::Assistant::RunnerStateHelper
      timezone: @conversation&.inbox&.timezone.presence || 'UTC'
    }
    state[:source] = @source if @source.present?
+    state[:trigger_message_id] = @trigger_message_id if @trigger_message_id.present?

    build_conversation_state(state) if @conversation
    state
@@ -31,6 +31,7 @@ module Enterprise::MessageTemplates::HookExecutionService

  def schedule_captain_response
    job_args = [conversation, conversation.inbox.captain_assistant]
+    job_args << message.id if conversation.account.feature_enabled?('captain_integration_v2')

    if message.attachments.blank?
      Captain::Conversation::ResponseBuilderJob.perform_later(*job_args)
@@ -5,6 +5,7 @@ class Captain::Tools::HandoffTool < Captain::Tools::BasePublicTool
  def perform(tool_context, reason: nil)
    conversation = find_conversation(tool_context.state)
    return 'Conversation not found' unless conversation
+    return 'Handoff skipped because a newer customer message arrived' unless trigger_message_current?(tool_context.state, conversation)

    # Log the handoff with reason
    log_tool_usage('tool_handoff', {
@@ -23,6 +24,17 @@ class Captain::Tools::HandoffTool < Captain::Tools::BasePublicTool

  private

+  def trigger_message_current?(state, conversation)
+    trigger_message_id = state&.dig(:trigger_message_id)
+    return true if trigger_message_id.blank?
+
+    latest_incoming_message_id = Conversation.uncached do
+      conversation.messages.incoming.maximum(:id)
+    end
+
+    latest_incoming_message_id == trigger_message_id
+  end
+
  def trigger_handoff(tool_context, conversation, reason)
    # post the reason as a private note
    note = conversation.messages.create!(
@@ -34,7 +34,7 @@
    "@amplitude/analytics-browser": "^2.11.10",
    "@breezystack/lamejs": "^1.2.7",
    "@chatwoot/ninja-keys": "1.2.3",
-    "@chatwoot/prosemirror-schema": "1.3.22",
+    "@chatwoot/prosemirror-schema": "1.3.23",
    "@chatwoot/utils": "^0.0.56",
    "@formkit/core": "^1.7.2",
    "@formkit/vue": "^1.7.2",
@@ -86,9 +86,6 @@
    "mitt": "^3.0.1",
    "opus-recorder": "^8.0.5",
    "pinia": "^3.0.4",
-    "prosemirror-commands": "^1.7.1",
-    "prosemirror-inputrules": "^1.4.0",
-    "prosemirror-schema-list": "^1.5.1",
    "qrcode": "^1.5.4",
    "semver": "7.6.3",
    "snakecase-keys": "^8.0.1",
@@ -25,8 +25,8 @@ importers:
        specifier: 1.2.3
        version: 1.2.3
      '@chatwoot/prosemirror-schema':
-        specifier: 1.3.22
-        version: 1.3.22
+        specifier: 1.3.23
+        version: 1.3.23
      '@chatwoot/utils':
        specifier: ^0.0.56
        version: 0.0.56
@@ -180,15 +180,6 @@ importers:
      pinia:
        specifier: ^3.0.4
        version: 3.0.4(typescript@5.6.2)(vue@3.5.12(typescript@5.6.2))
-      prosemirror-commands:
-        specifier: ^1.7.1
-        version: 1.7.1
-      prosemirror-inputrules:
-        specifier: ^1.4.0
-        version: 1.4.0
-      prosemirror-schema-list:
-        specifier: ^1.5.1
-        version: 1.5.1
      qrcode:
        specifier: ^1.5.4
        version: 1.5.4
@@ -461,8 +452,8 @@ packages:
  '@chatwoot/ninja-keys@1.2.3':
    resolution: {integrity: sha512-xM8d9P5ikDMZm2WbaCTk/TW5HFauylrU3cJ75fq5je6ixKwyhl/0kZbVN/vbbZN4+AUX/OaSIn6IJbtCgIF67g==}

-  '@chatwoot/prosemirror-schema@1.3.22':
-    resolution: {integrity: sha512-0r+PT8xhQLCKCpoV9k9XVTTRECs/0Nr37wbcLsRS7yvc7WkF9FY05z2hGCRJReWmTOcmmshHtb042LVP+MyB/w==}
+  '@chatwoot/prosemirror-schema@1.3.23':
+    resolution: {integrity: sha512-jGxbWELCdlVI64BJiE1wT84ekJHYDXXKiluQIKT3aKPEjPwMR48umKF3A0yHjKoR7IIxCC9oM77TvXOA0ebLtw==}

  '@chatwoot/utils@0.0.56':
    resolution: {integrity: sha512-A6dmPLfTSrW4qYNY73btyi4PqpfzcXRSaucscZTQdzNqF6G/QUdgnBmHtho8HeiYby/kSHXaSxLJj+0dx3yEQQ==}
@@ -4001,9 +3992,6 @@ packages:
  prosemirror-tables@1.5.0:
    resolution: {integrity: sha512-VMx4zlYWm7aBlZ5xtfJHpqa3Xgu3b7srV54fXYnXgsAcIGRqKSrhiK3f89omzzgaAgAtDOV4ImXnLKhVfheVNQ==}

-  prosemirror-transform@1.10.0:
-    resolution: {integrity: sha512-9UOgFSgN6Gj2ekQH5CTDJ8Rp/fnKR2IkYfGdzzp5zQMFsS4zDllLVx/+jGcX86YlACpG7UR5fwAXiWzxqWtBTg==}
-
  prosemirror-transform@1.12.0:
    resolution: {integrity: sha512-GxboyN4AMIsoHNtz5uf2r2Ru551i5hWeCMD6E2Ib4Eogqoub0NflniaBPVQ4MrGE5yZ8JV9tUHg9qcZTTrcN4w==}

@@ -5136,7 +5124,7 @@ snapshots:
      hotkeys-js: 3.8.7
      lit: 2.2.6

-  '@chatwoot/prosemirror-schema@1.3.22':
+  '@chatwoot/prosemirror-schema@1.3.23':
    dependencies:
      markdown-it-sup: 2.0.0
      prosemirror-commands: 1.7.1
@@ -9035,7 +9023,7 @@ snapshots:
    dependencies:
      prosemirror-model: 1.22.3
      prosemirror-state: 1.4.3
-      prosemirror-transform: 1.10.0
+      prosemirror-transform: 1.12.0

  prosemirror-state@1.4.3:
    dependencies:
@@ -9051,10 +9039,6 @@ snapshots:
      prosemirror-transform: 1.12.0
      prosemirror-view: 1.34.1

-  prosemirror-transform@1.10.0:
-    dependencies:
-      prosemirror-model: 1.22.3
-
  prosemirror-transform@1.12.0:
    dependencies:
      prosemirror-model: 1.22.3
@@ -23,6 +23,12 @@ RSpec.describe AgentBuilder, type: :model do
  end

  describe '#perform' do
+    it 'locks the account while checking and creating the agent' do
+      expect(account).to receive(:with_lock).and_call_original
+
+      agent_builder.perform
+    end
+
    context 'when user does not exist' do
      it 'creates a new user' do
        expect { agent_builder.perform }.to change(User, :count).by(1)
@@ -67,5 +73,17 @@ RSpec.describe AgentBuilder, type: :model do
        expect(user.encrypted_password).not_to be_empty
      end
    end
+
+    context 'when the account has reached its agent limit' do
+      before do
+        allow(account).to receive(:usage_limits).and_return({ agents: account.account_users.count })
+      end
+
+      it 'raises a limit exceeded error without creating a user' do
+        expect { agent_builder.perform }.to raise_error(described_class::LimitExceededError, described_class::LIMIT_EXCEEDED_MESSAGE)
+
+        expect(User.from_email(email)).to be_nil
+      end
+    end
  end
 end
@@ -13,7 +13,9 @@ RSpec.describe 'Linear Integration API', type: :request do
  end

  describe 'DELETE /api/v1/accounts/:account_id/integrations/linear' do
-    it 'deletes the linear integration' do
+    let(:admin) { create(:user, account: account, role: :administrator) }
+
+    it 'deletes the linear integration when the user is an administrator' do
      # Stub the HTTP call to Linear's revoke endpoint
      allow(HTTParty).to receive(:post).with(
        'https://api.linear.app/oauth/revoke',
@@ -21,11 +23,19 @@ RSpec.describe 'Linear Integration API', type: :request do
      ).and_return(instance_double(HTTParty::Response, success?: true))

      delete "/api/v1/accounts/#{account.id}/integrations/linear",
-             headers: agent.create_new_auth_token,
+             headers: admin.create_new_auth_token,
             as: :json
      expect(response).to have_http_status(:ok)
      expect(account.hooks.count).to eq(0)
    end
+
+    it 'returns unauthorized for an agent and keeps the integration' do
+      delete "/api/v1/accounts/#{account.id}/integrations/linear",
+             headers: agent.create_new_auth_token,
+             as: :json
+      expect(response).to have_http_status(:unauthorized)
+      expect(account.hooks.count).to eq(1)
+    end
  end

  describe 'GET /api/v1/accounts/:account_id/integrations/linear/teams' do
@@ -159,15 +159,17 @@ RSpec.describe 'Shopify Integration API', type: :request do
  end

  describe 'DELETE /api/v1/accounts/:account_id/integrations/shopify' do
+    let(:admin) { create(:user, account: account, role: :administrator) }
+
    before do
      create(:integrations_hook, :shopify, account: account)
    end

-    context 'when it is an authenticated user' do
+    context 'when it is an administrator' do
      it 'deletes the shopify integration' do
        expect do
          delete "/api/v1/accounts/#{account.id}/integrations/shopify",
-                 headers: agent.create_new_auth_token,
+                 headers: admin.create_new_auth_token,
                 as: :json
        end.to change { account.hooks.count }.by(-1)

@@ -175,6 +177,18 @@ RSpec.describe 'Shopify Integration API', type: :request do
      end
    end

+    context 'when it is an agent' do
+      it 'returns unauthorized and keeps the integration' do
+        expect do
+          delete "/api/v1/accounts/#{account.id}/integrations/shopify",
+                 headers: agent.create_new_auth_token,
+                 as: :json
+        end.not_to(change { account.hooks.count })
+
+        expect(response).to have_http_status(:unauthorized)
+      end
+    end
+
    context 'when it is an unauthenticated user' do
      it 'returns unauthorized' do
        delete "/api/v1/accounts/#{account.id}/integrations/shopify",
@@ -27,7 +27,7 @@ RSpec.describe Captain::AssistantStatsBuilder do

      expect(metrics.keys).to contain_exactly(
        :conversations_handled, :auto_resolution_rate, :handoff_rate,
-        :hours_saved, :reopen_rate, :conversation_depth, :credit_usage, :knowledge
+        :hours_saved, :reopen_rate, :conversation_depth
      )
      expect(metrics[:conversations_handled]).to include(:current, :previous, :trend)
    end
@@ -229,7 +229,7 @@ RSpec.describe Captain::AssistantStatsBuilder do
    end
  end

-  describe '#metrics knowledge' do
+  describe '#faq_stats' do
    before do
      create_list(:captain_assistant_response, 3, assistant: assistant, account: account, status: :approved)
      create(:captain_assistant_response, assistant: assistant, account: account, status: :pending)
@@ -237,7 +237,7 @@ RSpec.describe Captain::AssistantStatsBuilder do
    end

    it 'returns approved, pending, document counts and coverage' do
-      knowledge = described_class.new(assistant, '30').metrics[:knowledge]
+      knowledge = described_class.new(assistant).faq_stats

      expect(knowledge).to eq(approved: 3, pending: 1, documents: 2, coverage: 75)
    end
@@ -245,7 +245,7 @@ RSpec.describe Captain::AssistantStatsBuilder do
    it 'reports zero coverage when there are no responses' do
      Captain::AssistantResponse.where(assistant: assistant).delete_all

-      knowledge = described_class.new(assistant, '30').metrics[:knowledge]
+      knowledge = described_class.new(assistant).faq_stats

      expect(knowledge[:coverage]).to eq(0)
    end
@@ -21,6 +21,27 @@ RSpec.describe 'Agents API', type: :request do
        expect(response).to have_http_status(:payment_required)
        expect(response.body).to include('Account limit exceeded. Please purchase more licenses')
      end
+
+      it 'prevents adding an agent if the last seat is consumed before creation' do
+        account.update!(limits: { agents: account.account_users.count + 1 })
+        competing_agent_created = false
+
+        allow(AgentBuilder).to receive(:new).and_wrap_original do |method, *args|
+          unless competing_agent_created
+            create(:user, account: account, role: :agent)
+            competing_agent_created = true
+          end
+
+          method.call(*args)
+        end
+
+        post "/api/v1/accounts/#{account.id}/agents", params: params, headers: admin.create_new_auth_token, as: :json
+
+        expect(response).to have_http_status(:payment_required)
+        expect(response.body).to include('Account limit exceeded. Please purchase more licenses')
+        expect(User.from_email(params[:email])).to be_nil
+        expect(account.account_users.count).to eq(account.usage_limits[:agents])
+      end
    end
  end

@@ -13,6 +13,7 @@ RSpec.describe Captain::Conversation::ResponseBuilderJob, type: :job do
    let(:mock_action_classifier_service) { instance_double(Captain::Llm::AssistantActionClassifierService) }
    let(:mock_false_promise_service) { instance_double(Captain::Llm::AssistantFalsePromiseService) }
    let(:assistant_model) { Llm::Models.default_model_for('assistant') }
+    let(:trigger_message) { conversation.messages.find_by!(content: 'Hello') }

    before do
      create(:message, conversation: conversation, content: 'Hello', message_type: :incoming)
@@ -23,6 +24,7 @@ RSpec.describe Captain::Conversation::ResponseBuilderJob, type: :job do
      allow(Captain::Assistant::AgentRunnerService).to receive(:new).and_return(mock_agent_runner_service)
      allow(mock_agent_runner_service).to receive(:generate_response).and_return({ 'response' => 'Hey, welcome to Captain V2' })
      allow(mock_agent_runner_service).to receive(:last_run_result).and_return(nil)
+      allow(mock_agent_runner_service).to receive(:response_discarded?).and_return(false)
      allow(Captain::Llm::AssistantActionClassifierService).to receive(:new).and_return(mock_action_classifier_service)
      allow(mock_action_classifier_service).to receive(:classify).and_return({ 'action' => 'continue' })
      allow(Captain::Llm::AssistantFalsePromiseService).to receive(:new).and_return(mock_false_promise_service)
@@ -358,14 +360,28 @@ RSpec.describe Captain::Conversation::ResponseBuilderJob, type: :job do
      it 'uses Captain::Assistant::AgentRunnerService' do
        expect(Captain::Assistant::AgentRunnerService).to receive(:new).with(
          assistant: assistant,
-          conversation: conversation
+          conversation: conversation,
+          trigger_message_id: trigger_message.id
        )
        expect(Captain::Llm::AssistantChatService).not_to receive(:new)

-        described_class.perform_now(conversation, assistant)
+        described_class.perform_now(conversation, assistant, trigger_message.id)
        expect(conversation.messages.last.content).to eq('Hey, welcome to Captain V2')
      end

+      it 'discards a response when a newer message arrives during generation' do
+        allow(mock_agent_runner_service).to receive(:generate_response) do
+          create(:message, conversation: conversation, content: 'New context', message_type: :incoming)
+          { 'response' => 'Stale response', 'handoff_tool_called' => false }
+        end
+        allow(mock_agent_runner_service).to receive(:response_discarded?).and_return(true)
+
+        described_class.perform_now(conversation, assistant, trigger_message.id)
+
+        expect(conversation.messages.outgoing.count).to eq(0)
+        expect(account.reload.usage_limits[:captain][:responses][:consumed]).to eq(0)
+      end
+
      it 'passes message history with resolution markers to agent runner service' do
        same_second = Time.current.change(usec: 0)
        conversation.messages.find_by!(content: 'Hello').update!(created_at: same_second, updated_at: same_second)
@@ -28,6 +28,37 @@ RSpec.describe Captain::Tools::HandoffTool, type: :model do

  describe '#perform' do
    context 'when conversation exists' do
+      context 'with a trigger message id' do
+        let(:trigger_message) do
+          create(:message, conversation: conversation, account: account, inbox: inbox, message_type: :incoming, created_at: same_second)
+        end
+        let(:same_second) { Time.current.change(usec: 0) }
+        let(:tool_context) do
+          Struct.new(:state).new({ conversation: { id: conversation.id }, trigger_message_id: trigger_message.id })
+        end
+
+        it 'hands off when the trigger message is still the latest message' do
+          trigger_message
+
+          expect do
+            result = tool.perform(tool_context, reason: 'Customer needs specialized support')
+            expect(result).to include('Conversation handed off')
+          end.to change(Message, :count).by(1)
+        end
+
+        it 'skips the handoff when a newer message has arrived' do
+          trigger_message
+          conversation.update!(status: :pending)
+          create(:message, conversation: conversation, account: account, inbox: inbox, message_type: :incoming, created_at: same_second)
+
+          expect do
+            result = tool.perform(tool_context, reason: 'Customer needs specialized support')
+            expect(result).to eq('Handoff skipped because a newer customer message arrived')
+          end.not_to change(Message, :count)
+          expect(conversation.reload.status).to eq('pending')
+        end
+      end
+
      context 'with reason provided' do
        it 'creates a private note with reason and hands off conversation' do
          reason = 'Customer needs specialized support'
@@ -12,7 +12,7 @@ RSpec.describe Captain::AssistantPolicy, type: :policy do
  let(:administrator_context) { { user: administrator, account: account, account_user: account.account_users.first } }
  let(:agent_context) { { user: agent, account: account, account_user: account.account_users.first } }

-  permissions :index?, :show?, :playground? do
+  permissions :index?, :show?, :playground?, :metrics?, :faq_stats? do
    context 'when administrator' do
      it { expect(assistant_policy).to permit(administrator_context, assistant) }
    end
@@ -52,6 +52,12 @@ RSpec.describe Captain::Assistant::AgentRunnerService do

      expect(service.instance_variable_get(:@callbacks)).to eq(callbacks)
    end
+
+    it 'accepts the trigger message id' do
+      service = described_class.new(assistant: assistant, conversation: conversation, trigger_message_id: 123)
+
+      expect(service.instance_variable_get(:@trigger_message_id)).to eq(123)
+    end
  end

  describe '#generate_response' do
@@ -99,6 +105,18 @@ RSpec.describe Captain::Assistant::AgentRunnerService do
      service.generate_response(message_history: message_history)
    end

+    it 'adds the trigger message id to the runner state' do
+      service = described_class.new(assistant: assistant, conversation: conversation, trigger_message_id: 123)
+
+      expect(mock_runner).to receive(:run).with(
+        'I need help with my account',
+        context: hash_including(state: hash_including(trigger_message_id: 123)),
+        max_turns: 10
+      )
+
+      service.generate_response(message_history: message_history)
+    end
+
    context 'when the latest user message is multimodal' do
      let(:multimodal_message_history) do
        [
@@ -446,6 +464,7 @@ RSpec.describe Captain::Assistant::AgentRunnerService do
      attributes = provider.generation_attributes(nil, nil, message)

      expect(attributes['langfuse.observation.metadata.generation_stage']).to eq('final_response')
+      expect(attributes['langfuse.observation.metadata.discarded']).to eq('false')
    end

    it 'marks tool call generations separately from final responses' do
@@ -456,6 +475,18 @@ RSpec.describe Captain::Assistant::AgentRunnerService do

      expect(attributes['langfuse.observation.metadata.generation_stage']).to eq('tool_call')
    end
+
+    it 'marks a generation as discarded when a newer message has arrived' do
+      trigger_message = create(:message, conversation: conversation, message_type: :incoming)
+      runner_service = described_class.new(assistant: assistant, conversation: conversation, trigger_message_id: trigger_message.id)
+      attribute_provider = Captain::Assistant::InstrumentationAttributeProvider.new(runner_service)
+      message = instance_double(RubyLLM::Message, tool_calls: {})
+      create(:message, conversation: conversation, message_type: :incoming)
+
+      attributes = attribute_provider.generation_attributes(nil, nil, message)
+
+      expect(attributes['langfuse.observation.metadata.discarded']).to eq('true')
+    end
  end

  describe '#build_state' do
@@ -574,6 +605,7 @@ RSpec.describe Captain::Assistant::AgentRunnerService do

      tool_complete_callback.call(Captain::Tools::HandoffTool.new(assistant).name, 'ok', context_wrapper)

+      expect(root_span).to receive(:set_attribute).with('langfuse.trace.metadata.discarded', 'false')
      expect(root_span).to receive(:set_attribute).with('langfuse.trace.metadata.credit_used', 'false')
      run_complete_callback.call('assistant', nil, context_wrapper)
    end
@@ -588,6 +620,7 @@ RSpec.describe Captain::Assistant::AgentRunnerService do
        tool_complete_callback = block
        runner
      end
+      allow(runner).to receive(:on_run_complete).and_return(runner)

      service.send(:add_usage_metadata_callback, runner)

@@ -599,15 +632,24 @@ RSpec.describe Captain::Assistant::AgentRunnerService do
      expect(context_wrapper.context[:captain_v2_handoff_tool_called]).to be true
    end

-    it 'does not register OTEL run callback when OTEL is disabled' do
-      service = described_class.new(assistant: assistant, conversation: conversation)
+    it 'tracks discarded responses when OTEL is disabled' do
+      trigger_message = create(:message, conversation: conversation, message_type: :incoming)
+      service = described_class.new(assistant: assistant, conversation: conversation, trigger_message_id: trigger_message.id)
      runner = instance_double(Agents::AgentRunner)
+      run_complete_callback = nil

      allow(ChatwootApp).to receive(:otel_enabled?).and_return(false)
      allow(runner).to receive(:on_tool_complete).and_return(runner)
-      expect(runner).not_to receive(:on_run_complete)
+      allow(runner).to receive(:on_run_complete) do |&block|
+        run_complete_callback = block
+        runner
+      end

      service.send(:add_usage_metadata_callback, runner)
+      create(:message, conversation: conversation, message_type: :incoming)
+      run_complete_callback.call('assistant', nil, Struct.new(:context).new({}))
+
+      expect(service.response_discarded?).to be true
    end

    it 'sets credit_used=true when handoff tool is not used' do
@@ -629,9 +671,38 @@ RSpec.describe Captain::Assistant::AgentRunnerService do

      service.send(:add_usage_metadata_callback, runner)

+      expect(root_span).to receive(:set_attribute).with('langfuse.trace.metadata.discarded', 'false')
      expect(root_span).to receive(:set_attribute).with('langfuse.trace.metadata.credit_used', 'true')
      run_complete_callback.call('assistant', nil, context_wrapper)
    end
+
+    it 'marks the trace discarded and does not use credit when a newer message arrived' do
+      trigger_message = create(:message, conversation: conversation, message_type: :incoming)
+      service = described_class.new(assistant: assistant, conversation: conversation, trigger_message_id: trigger_message.id)
+      runner = instance_double(Agents::AgentRunner)
+      run_complete_callback = nil
+      span_class = Class.new do
+        def set_attribute(*); end
+      end
+      root_span = instance_double(span_class)
+      context_wrapper = Struct.new(:context).new({ __otel_tracing: { root_span: root_span } })
+
+      allow(ChatwootApp).to receive(:otel_enabled?).and_return(true)
+      allow(runner).to receive(:on_tool_complete).and_return(runner)
+      allow(runner).to receive(:on_run_complete) do |&block|
+        run_complete_callback = block
+        runner
+      end
+
+      service.send(:add_usage_metadata_callback, runner)
+      create(:message, conversation: conversation, message_type: :incoming)
+
+      expect(root_span).to receive(:set_attribute).with('langfuse.trace.metadata.discarded', 'true')
+      expect(root_span).to receive(:set_attribute).with('langfuse.trace.metadata.credit_used', 'false')
+      run_complete_callback.call('assistant', nil, context_wrapper)
+
+      expect(service.response_discarded?).to be true
+    end
  end

  describe 'constants' do
@@ -22,9 +22,13 @@ RSpec.describe MessageTemplates::HookExecutionService do
      end

      it 'schedules captain response job for incoming messages on pending conversations' do
-        expect(Captain::Conversation::ResponseBuilderJob).to receive(:perform_later).with(conversation, assistant)
+        allow(account).to receive(:feature_enabled?).and_call_original
+        allow(account).to receive(:feature_enabled?).with('captain_integration_v2').and_return(true)
+        allow(Captain::Conversation::ResponseBuilderJob).to receive(:perform_later)

-        create(:message, conversation: conversation, message_type: :incoming, account: account)
+        message = create(:message, conversation: conversation, message_type: :incoming, account: account)
+
+        expect(Captain::Conversation::ResponseBuilderJob).to have_received(:perform_later).with(conversation, assistant, message.id)
      end
    end

@@ -345,6 +345,94 @@ RSpec.describe Webhooks::WhatsappEventsJob do
      end.not_to change(Conversation, :count)
    end

+    it 'finds channel using normalized Brazil phone number when display_phone_number is missing the 9 digit' do
+      brazil_channel = create(:channel_whatsapp, phone_number: '+5541999887766', provider: 'whatsapp_cloud',
+                                                 sync_templates: false, validate_provider_config: false)
+      wb_params = {
+        object: 'whatsapp_business_account',
+        entry: [{
+          changes: [{
+            value: {
+              metadata: {
+                phone_number_id: brazil_channel.provider_config['phone_number_id'],
+                display_phone_number: '554199887766'
+              }
+            }
+          }]
+        }]
+      }
+      allow(Whatsapp::IncomingMessageWhatsappCloudService).to receive(:new).and_return(process_service)
+      expect(Whatsapp::IncomingMessageWhatsappCloudService).to receive(:new).with(inbox: brazil_channel.inbox, params: wb_params)
+      job.perform_now(wb_params)
+    end
+
+    it 'finds channel using normalized Argentina phone number when display_phone_number has extra 9 digit' do
+      argentina_channel = create(:channel_whatsapp, phone_number: '+541112345678', provider: 'whatsapp_cloud',
+                                                    sync_templates: false, validate_provider_config: false)
+      wb_params = {
+        object: 'whatsapp_business_account',
+        entry: [{
+          changes: [{
+            value: {
+              metadata: {
+                phone_number_id: argentina_channel.provider_config['phone_number_id'],
+                display_phone_number: '5491112345678'
+              }
+            }
+          }]
+        }]
+      }
+      allow(Whatsapp::IncomingMessageWhatsappCloudService).to receive(:new).and_return(process_service)
+      expect(Whatsapp::IncomingMessageWhatsappCloudService).to receive(:new).with(inbox: argentina_channel.inbox, params: wb_params)
+      job.perform_now(wb_params)
+    end
+
+    it 'finds channel when display_phone_number contains formatting characters' do
+      formatted_channel = create(:channel_whatsapp, phone_number: '+14155552671', provider: 'whatsapp_cloud',
+                                                    sync_templates: false, validate_provider_config: false)
+      wb_params = {
+        object: 'whatsapp_business_account',
+        entry: [{
+          changes: [{
+            value: {
+              metadata: {
+                phone_number_id: formatted_channel.provider_config['phone_number_id'],
+                display_phone_number: '+1 415-555-2671'
+              }
+            }
+          }]
+        }]
+      }
+      allow(Whatsapp::IncomingMessageWhatsappCloudService).to receive(:new).and_return(process_service)
+      expect(Whatsapp::IncomingMessageWhatsappCloudService).to receive(:new).with(inbox: formatted_channel.inbox, params: wb_params)
+      job.perform_now(wb_params)
+    end
+
+    it 'prefers the phone_number_id match when a raw display_phone_number collision exists' do
+      normalized_channel = create(:channel_whatsapp, phone_number: '+5541999887766', provider: 'whatsapp_cloud',
+                                                     sync_templates: false, validate_provider_config: false)
+      create(:channel_whatsapp, phone_number: '+554199887766', provider: 'whatsapp_cloud',
+                                sync_templates: false, validate_provider_config: false).tap do |raw_channel|
+        raw_channel.update!(provider_config: raw_channel.provider_config.merge('phone_number_id' => 'other-id'))
+      end
+      wb_params = {
+        object: 'whatsapp_business_account',
+        entry: [{
+          changes: [{
+            value: {
+              metadata: {
+                phone_number_id: normalized_channel.provider_config['phone_number_id'],
+                display_phone_number: '554199887766'
+              }
+            }
+          }]
+        }]
+      }
+      allow(Whatsapp::IncomingMessageWhatsappCloudService).to receive(:new).and_return(process_service)
+      expect(Whatsapp::IncomingMessageWhatsappCloudService).to receive(:new).with(inbox: normalized_channel.inbox, params: wb_params)
+      job.perform_now(wb_params)
+    end
+
    it 'will not enque Whatsapp::IncomingMessageWhatsappCloudService when invalid phone number id' do
      other_channel = create(:channel_whatsapp, phone_number: '+1987654', provider: 'whatsapp_cloud', sync_templates: false,
                                                validate_provider_config: false)
@@ -72,6 +72,21 @@ describe Whatsapp::SendOnWhatsappService do
        expect(message.reload.source_id).to eq('123456789')
      end

+      it 'fails a free-form message without contacting the provider when outside the 24 hour limit' do
+        create(:message, message_type: :incoming, content: 'test', created_at: 25.hours.ago,
+                         conversation: conversation, account: conversation.account)
+        message = create(:message, message_type: :outgoing, content: 'test',
+                                   conversation: conversation, account: conversation.account)
+
+        expect(Whatsapp::TemplateProcessorService).not_to receive(:new)
+
+        described_class.new(message: message).perform
+
+        expect(message.reload.status).to eq('failed')
+        expect(message.external_error).to eq(I18n.t('errors.whatsapp.message_outside_messaging_window'))
+        expect(a_request(:post, 'https://waba.360dialog.io/v1/messages')).not_to have_been_made
+      end
+
      it 'marks message as failed when template name is blank' do
        processor = instance_double(Whatsapp::TemplateProcessorService)
        allow(Whatsapp::TemplateProcessorService).to receive(:new).and_return(processor)
Author	SHA1	Message	Date
aakashb95	5cdd2bc14c	fix(captain): mark discarded generations	2026-07-22 23:55:13 +05:30
aakashb95	8c6b70670c	fix(captain): discard stale v2 responses	2026-07-22 23:21:16 +05:30
Shivam MishraandGitHub	ddb0535a93	perf: reuse resolved count for reopen rate (#15122 ) This improves the Captain overview by loading reporting metrics and FAQ stats from separate endpoints. Range changes now refresh only the metrics, while reopen-rate calculation reuses the resolved conversation count to avoid redundant database queries. ## What changed - Split Captain overview metrics and FAQ stats into separate APIs. - Fetch FAQ stats independently from range-based metrics. - Reuse resolved conversation totals when calculating reopen rate. - Skip the reopen query when there are no resolved conversations.	2026-07-22 22:03:25 +05:30
Sivin VargheseandGitHub	42cbf7d3b9	fix: stray backslash after hard breaks before formatted list items (#15112 )	2026-07-22 20:07:00 +05:30
Sony Mathew GitHub Muhsin Keloth	887897ea98	fix: lock agent quota checks (#15029 ) # Pull Request Template ## Description Locks the agent quota check to the account row while creating account users. This fixes a race where concurrent agent-create requests could all observe the same remaining seat before any `account_users` row was inserted. The API continues to return the existing `402 Account limit exceeded. Please purchase more licenses` response when the limit is reached. Bulk create now preflights the requested email count while holding the account lock, then creates each agent through the same locked builder path. The Enterprise custom-role hook now no-ops when create did not produce an agent. Fixes: [CW-7039](https://linear.app/chatwoot/issue/CW-7039/race-condition-in-agent-creation-bypasses-plan-agent-seat-limit) ## Type of change - [x] Bug fix (non-breaking change which fixes an issue) ## How Has This Been Tested? - `POSTGRES_DATABASE=chatwoot_test_c20f_agent_quota REDIS_DB=9 bundle exec rspec spec/builders/agent_builder_spec.rb spec/enterprise/builders/agent_builder_spec.rb spec/controllers/api/v1/accounts/agents_controller_spec.rb spec/enterprise/controllers/api/v1/accounts/agents_controller_spec.rb spec/enterprise/controllers/enterprise/api/v1/accounts/agents_controller_spec.rb` - `bundle exec rubocop app/builders/agent_builder.rb app/controllers/api/v1/accounts/agents_controller.rb enterprise/app/controllers/enterprise/api/v1/accounts/agents_controller.rb spec/builders/agent_builder_spec.rb spec/enterprise/controllers/api/v1/accounts/agents_controller_spec.rb` - `git diff --check` - One-off threaded Rails validation with 8 concurrent `AgentBuilder` calls against an account with one remaining seat: `created: 1`, `limited: 7`, final `count=2`, `limit=2`. ## Checklist: - [x] My code follows the style guidelines of this project - [x] I have performed a self-review of my code - [x] I have commented on my code, particularly in hard-to-understand areas - [ ] I have made corresponding changes to the documentation - [x] My changes generate no new warnings - [x] I have added tests that prove my fix is effective or that my feature works - [x] New and existing unit tests pass locally with my changes - [ ] Any dependent changes have been merged and published in downstream modules Co-authored-by: Muhsin Keloth <muhsinkeramam@gmail.com>	2026-07-22 18:43:00 +05:30
Tanmay Deep Sharma GitHub Vishnu Narayanan	8aee518149	fix(integrations): restrict Linear/Notion/Shopify hook deletion to admins (#15126 ) Non-admin agents could delete an account's Linear, Notion, or Shopify integration through the dedicated integration endpoints, which — unlike the generic hooks endpoint — never checked the caller's role. This restores the intended admin-only boundary for removing an integration. ## Closes - https://linear.app/chatwoot/issue/CW-7383 - https://linear.app/chatwoot/issue/CW-7384 - https://linear.app/chatwoot/issue/CW-7189 ## How to reproduce As a non-admin agent, `DELETE /api/v1/accounts/:id/integrations/{linear,notion,shopify}` returned `200` and removed the account-wide integration. After this change it returns `401` and the integration is preserved; administrators can still remove it. ## What changed - Route integration-hook deletion through `HookPolicy` (admin-only) via a shared `Integrations::BaseController`, matching the generic hooks controller. Co-authored-by: Vishnu Narayanan <iamwishnu@gmail.com>	2026-07-22 17:53:25 +05:30
Vishnu NarayananandGitHub	5733b822e3	fix: guard widget email-transcript button against repeat clicks (#15095 ) ## Description The widget email-transcript button (`ChatFooter.vue`) had no client-side guard. Its visibility depends only on whether the contact has an email, and the click handler fired a request on every click with no in-flight lock, no disabled state, and no post-send handling. A user could therefore trigger a large number of duplicate transcript emails from a single conversation just by clicking repeatedly. This adds a re-entry guard in the handler, disables the button while a send is in flight, and applies a short cooldown (15s) after a successful send. Normal use is unaffected: the button sends once, shows the success toast, then briefly disables and automatically re-enables so a genuine later re-request still works. On failure the button stays enabled so the user can retry immediately. The cooldown timer is cleared on unmount. Using a timed cooldown (rather than a permanent post-send lock) also avoids the button getting stuck disabled if a resolved conversation is reopened and later re-resolved. This is the client-side complement to the server-side rate limit added in #15085. Fixes https://linear.app/chatwoot/issue/CW-7640	2026-07-22 17:36:36 +05:30
Sivin VargheseandGitHub	1e52d23d7a	fix: guard agent sort against null names in assignment dropdown (#15125 )	2026-07-22 15:27:04 +05:30
Sivin VargheseandGitHub	fbb3479263	fix: guard agent sort against null names in assignment dropdown (#15125 ) # Pull Request Template ## Description This PR fixes a crash where opening a conversation threw `TypeError: Cannot read properties of null (reading 'localeCompare')` and prevented the agent assignment dropdown from rendering. Since #14866, agent bots are included in the assignable agents list. `AgentBot#name` is not presence-validated, so system bots (account-less, global) can have a `null` name. Those nameless bots flowed into name-based operations that assumed a string, causing crashes and warnings across multiple surfaces: * Assignment dropdown sort: `getAgentsByAvailability` called `a.name.localeCompare(b.name)`, causing a `localeCompare` `TypeError`. * Dropdown search: `MultiselectDropdownItems` called `option.name.toLowerCase()`, causing a `toLowerCase` `TypeError`. * Agent Bots settings: `Avatar` received `name=null` for a `String` prop, triggering a Vue prop validation warning. ### What changed * Keep nameless agent bots in the assignment dropdown and render a `-` fallback label in `useAgentsList`. These are still valid, assignable-by-ID records: the assignable agents API includes accessible bots, and `Conversations::AssignmentService` assigns them by ID. Preserving them avoids hiding valid assignment targets. Bots are still included only when `includeAgentBots` is enabled. * Make the sort in `getAgentsByAvailability` null-safe by coercing missing names to an empty string (defense in depth). * Make the search filter in `MultiselectDropdownItems` null-safe (defense in depth). * Pass a null-safe `name` prop to `Avatar` in the Agent Bots settings list to eliminate the Vue prop validation warning. Fixes https://linear.app/chatwoot/issue/CW-7670/agent-assignment-dropdown-crashes-with-cannot-read-properties-of-null ## Type of change - [x] Bug fix (non-breaking change which fixes an issue) ## How Has This Been Tested? 1. Have a system agent bot (`name: null`) that is assignable to an inbox. 2. Open any conversation in that inbox. * The agent assignment dropdown renders without console errors. * The nameless bot is listed with a `-` label and can be assigned. 3. Go to Settings → Agent Bots. * The page renders without the `Avatar` prop validation warning. ## Checklist: - [x] My code follows the style guidelines of this project - [x] I have performed a self-review of my code - [x] I have commented on my code, particularly in hard-to-understand areas - [ ] I have made corresponding changes to the documentation - [x] My changes generate no new warnings - [x] I have added tests that prove my fix is effective or that my feature works - [x] New and existing unit tests pass locally with my changes - [ ] Any dependent changes have been merged and published in downstream modules	2026-07-22 15:23:19 +05:30
Muhsin Keloth GitHub Muhsin	166a41c31c	fix(whatsapp): prevent invalid automation sends outside reply window (#15113 ) WhatsApp automations now fail locally when they attempt to send a free-form message after the 24-hour customer service window has closed. This avoids sending an invalid template request to Meta and gives users a clear, actionable error instead of “Template not found or invalid template name.” Template messages continue to be sent whenever template parameters are present. Free-form messages continue to be sent normally while the conversation is replyable. Fixes https://linear.app/chatwoot/issue/PLA-183/prevent-whatsapp-automations-outside-the-24-hour-window-from-producing ### How to reproduce 1. Create a WhatsApp automation that sends a message without template parameters. 2. Trigger it on a conversation whose 24-hour customer service window is closed. 3. Observe that the message previously reached the template send path and failed with a misleading provider error. ### How to test 1. Trigger an automation with template parameters and confirm it sends as a template message. 2. Trigger an automation without template parameters inside the 24-hour window and confirm it sends as a free-form message. 3. Trigger an automation without template parameters outside the 24-hour window and confirm it fails locally with a clear error and makes no request to Meta. ### Things to know This changes only the invalid closed-window, no-template path. Existing template and in-window message behavior remains unchanged. --------- Co-authored-by: Muhsin <12408980+muhsin-k@users.noreply.github.com>	2026-07-22 12:40:28 +04:00
Muhsin Keloth GitHub Sojan Jose Copilot Muhsin	e65e18e9c5	fix: normalize phone numbers during whatsapp channel lookup (#13709 ) Fixes https://linear.app/chatwoot/issue/PLA-99/whatsapp-messages-dropped-for-brazilargentina-numbers-due-to-phone Fixes https://github.com/chatwoot/chatwoot/issues/14492 Meta's WhatsApp Cloud API includes `display_phone_number` in webhook payloads, but its format can differ from the number stored in Chatwoot's channel record. In Brazil, Meta omits the mobile 9 prefix. For example, it sends 55419XXXXXXX (12 digits) instead of 554199XXXXXXX (13 digits). In Argentina, Meta adds an extra 9 after the country code. For example, it sends 549XXXXXXXXXX instead of 54XXXXXXXXXX. The whatsapp event job uses `display_phone_number` for an exact-match channel lookup. When the formats do not match, the lookup returns nil and the incoming message is silently dropped, logging: `Inactive WhatsApp channel: unknown - <phone_number>.` The fix extends `get_channel_from_wb_payload` to fall back to normalized phone number matching using the existing PhoneNumberNormalizationService normalizers (Brazil, Argentina), which were previously only used for contact-level lookups. --------- Co-authored-by: Sojan Jose <sojan@pepalo.com> Co-authored-by: Copilot <175728472+Copilot@users.noreply.github.com> Co-authored-by: Muhsin <12408980+muhsin-k@users.noreply.github.com>	2026-07-22 10:33:40 +04:00