Merge branch 'develop' into report-rewrite

feat: Add widget to help center config (#9235 )
feat: Use embeddings in help center search (#9227 )
2024-04-15 16:52:33 -07:00 · 2024-04-15 16:46:48 -07:00 · 2024-04-15 16:35:23 -07:00 · 2024-04-15 14:07:37 -07:00 · 2024-04-12 15:30:07 +05:30 · 2024-04-12 13:38:51 +05:30
592 changed files with 11030 additions and 3901 deletions
@@ -1,7 +1,2 @@
-## All javascript files should be reviewed by pranav before merging
-*.js @pranavrajs
-*.vue @pranavrajs
-
-
 ## All enterprise related files should be reviewed by sojan before merging
 /enterprise/* @sojan-official
@@ -69,7 +69,7 @@ gem 'webpacker'
 gem 'barnes'

 ##--- gems for authentication & authorization ---##
-gem 'devise', '>= 4.9.3'
+gem 'devise', '>= 4.9.4'
 gem 'devise-secure_password', git: 'https://github.com/chatwoot/devise-secure_password', branch: 'chatwoot'
 gem 'devise_token_auth'
 # authorization
@@ -165,7 +165,7 @@ gem 'audited', '~> 5.4', '>= 5.4.1'

 # need for google auth
 gem 'omniauth', '>= 2.1.2'
-gem 'omniauth-google-oauth2'
+gem 'omniauth-google-oauth2', '>= 1.1.2'
 gem 'omniauth-rails_csrf_protection', '~> 1.0'

 ## Gems for reponse bot
@@ -203,7 +203,7 @@ group :development do
  gem 'rack-mini-profiler', '>= 3.2.0', require: false
  gem 'stackprof'
  # Should install the associated chrome extension to view query logs
-  gem 'meta_request'
+  gem 'meta_request', '>= 0.8.0'
 end

 group :test do
@@ -149,7 +149,7 @@ GEM
      multi_json (~> 1)
      statsd-ruby (~> 1.1)
    base64 (0.1.1)
-    bcrypt (3.1.19)
+    bcrypt (3.1.20)
    bindex (0.8.1)
    blingfire (0.1.8)
    bootsnap (1.16.0)
@@ -194,7 +194,7 @@ GEM
      irb (>= 1.5.0)
      reline (>= 0.3.1)
    declarative (0.0.20)
-    devise (4.9.3)
+    devise (4.9.4)
      bcrypt (~> 3.0)
      orm_adapter (~> 0.1)
      railties (>= 4.1.0)
@@ -237,9 +237,8 @@ GEM
      railties (>= 5.0.0)
    faker (3.2.0)
      i18n (>= 1.8.11, < 2)
-    faraday (2.7.4)
-      faraday-net_http (>= 2.0, < 3.1)
-      ruby2_keywords (>= 0.0.4)
+    faraday (2.9.0)
+      faraday-net_http (>= 2.0, < 3.2)
    faraday-follow_redirects (0.3.0)
      faraday (>= 1, < 3)
    faraday-mashify (0.1.1)
@@ -247,7 +246,8 @@ GEM
      hashie
    faraday-multipart (1.0.4)
      multipart-post (~> 2)
-    faraday-net_http (3.0.2)
+    faraday-net_http (3.1.0)
+      net-http
    faraday-net_http_persistent (2.1.0)
      faraday (~> 2.5)
      net-http-persistent (~> 4.0)
@@ -366,7 +366,7 @@ GEM
      mini_mime (>= 1.0.0)
      multi_xml (>= 0.5.2)
    httpclient (2.8.3)
-    i18n (1.14.1)
+    i18n (1.14.4)
      concurrent-ruby (~> 1.0)
    image_processing (1.12.2)
      mini_magick (>= 4.9.5, < 5)
@@ -394,7 +394,8 @@ GEM
      hana (~> 1.3)
      regexp_parser (~> 2.0)
      uri_template (~> 0.7)
-    jwt (2.7.0)
+    jwt (2.8.1)
+      base64
    kaminari (1.2.2)
      activesupport (>= 4.1.0)
      kaminari-actionview (= 1.2.2)
@@ -451,17 +452,17 @@ GEM
    marcel (1.0.2)
    maxminddb (0.1.22)
    memoist (0.16.2)
-    meta_request (0.7.4)
+    meta_request (0.8.2)
      rack-contrib (>= 1.1, < 3)
-      railties (>= 3.0.0, < 7.1)
+      railties (>= 3.0.0, < 8)
    method_source (1.0.0)
    mime-types (3.4.1)
      mime-types-data (~> 3.2015)
    mime-types-data (3.2023.0218.1)
    mini_magick (4.12.0)
    mini_mime (1.1.5)
-    mini_portile2 (2.8.5)
-    minitest (5.21.2)
+    mini_portile2 (2.8.6)
+    minitest (5.22.3)
    mock_redis (0.36.0)
      ruby2_keywords
    msgpack (1.7.0)
@@ -470,6 +471,8 @@ GEM
    multipart-post (2.3.0)
    neighbor (0.2.3)
      activerecord (>= 5.2)
+    net-http (0.4.1)
+      uri
    net-http-persistent (4.0.2)
      connection_pool (~> 2.2)
    net-imap (0.4.9)
@@ -488,14 +491,14 @@ GEM
    newrelic_rpm (9.6.0)
      base64
    nio4r (2.7.0)
-    nokogiri (1.16.2)
+    nokogiri (1.16.4)
      mini_portile2 (~> 2.8.2)
      racc (~> 1.4)
-    nokogiri (1.16.2-arm64-darwin)
+    nokogiri (1.16.4-arm64-darwin)
      racc (~> 1.4)
-    nokogiri (1.16.2-x86_64-darwin)
+    nokogiri (1.16.4-x86_64-darwin)
      racc (~> 1.4)
-    nokogiri (1.16.2-x86_64-linux)
+    nokogiri (1.16.4-x86_64-linux)
      racc (~> 1.4)
    numo-narray (0.9.2.1)
    oauth (1.1.0)
@@ -515,11 +518,11 @@ GEM
      hashie (>= 3.4.6)
      rack (>= 2.2.3)
      rack-protection
-    omniauth-google-oauth2 (1.1.1)
+    omniauth-google-oauth2 (1.1.2)
      jwt (>= 2.0)
-      oauth2 (~> 2.0.6)
+      oauth2 (~> 2.0)
      omniauth (~> 2.0)
-      omniauth-oauth2 (~> 1.8.0)
+      omniauth-oauth2 (~> 1.8)
    omniauth-oauth2 (1.8.0)
      oauth2 (>= 1.4, < 3)
      omniauth (~> 2.0)
@@ -559,7 +562,7 @@ GEM
      activesupport (>= 3.0.0)
    raabro (1.4.0)
    racc (1.7.3)
-    rack (2.2.8.1)
+    rack (2.2.9)
    rack-attack (6.7.0)
      rack (>= 1.0, < 4)
    rack-contrib (2.4.0)
@@ -568,7 +571,8 @@ GEM
      rack (>= 2.0.0)
    rack-mini-profiler (3.2.0)
      rack (>= 1.2.0)
-    rack-protection (3.1.0)
+    rack-protection (3.2.0)
+      base64 (>= 0.1.0)
      rack (~> 2.2, >= 2.2.4)
    rack-proxy (0.7.6)
      rack
@@ -604,7 +608,7 @@ GEM
      thor (~> 1.0)
      zeitwerk (~> 2.5)
    rainbow (3.1.1)
-    rake (13.1.0)
+    rake (13.2.1)
    rb-fsevent (0.11.2)
    rb-inotify (0.10.1)
      ffi (~> 1.0)
@@ -765,7 +769,7 @@ GEM
    stripe (8.5.0)
    telephone_number (1.4.20)
    test-prof (1.2.1)
-    thor (1.3.0)
+    thor (1.3.1)
    tilt (2.3.0)
    time_diff (0.3.0)
      activesupport
@@ -790,11 +794,12 @@ GEM
    unf_ext (0.0.8.2)
    unicode-display_width (2.4.2)
    uniform_notifier (1.16.0)
+    uri (0.13.0)
    uri_template (0.7.0)
    valid_email2 (4.0.6)
      activemodel (>= 3.2)
      mail (~> 2.5)
-    version_gem (1.1.3)
+    version_gem (1.1.4)
    warden (1.2.9)
      rack (>= 2.0.9)
    web-console (4.2.1)
@@ -823,7 +828,7 @@ GEM
    working_hours (1.4.1)
      activesupport (>= 3.2)
      tzinfo
-    zeitwerk (2.6.12)
+    zeitwerk (2.6.13)

 PLATFORMS
  arm64-darwin-20
@@ -862,7 +867,7 @@ DEPENDENCIES
  database_cleaner
  ddtrace
  debug (~> 1.8)
-  devise (>= 4.9.3)
+  devise (>= 4.9.4)
  devise-secure_password!
  devise_token_auth
  dotenv-rails
@@ -900,14 +905,14 @@ DEPENDENCIES
  listen
  lograge (~> 0.14.0)
  maxminddb
-  meta_request
+  meta_request (>= 0.8.0)
  mock_redis
  neighbor
  net-smtp (~> 0.3.4)
  newrelic-sidekiq-metrics (>= 1.6.2)
  newrelic_rpm
  omniauth (>= 2.1.2)
-  omniauth-google-oauth2
+  omniauth-google-oauth2 (>= 1.1.2)
  omniauth-oauth2
  omniauth-rails_csrf_protection (~> 1.0)
  pg
@@ -17,6 +17,9 @@ db_migrate:
 db_seed:
 	RAILS_ENV=$(RAILS_ENV) bundle exec rails db:seed

+db_reset:
+	RAILS_ENV=$(RAILS_ENV) bundle exec rails db:reset
+
 db:
 	RAILS_ENV=$(RAILS_ENV) bundle exec rails db:chatwoot_prepare

@@ -49,4 +52,4 @@ debug_worker:
 docker: 
 	docker build -t $(APP_NAME) -f ./docker/Dockerfile .

-.PHONY: setup db_create db_migrate db_seed db console server burn docker run force_run debug debug_worker
+.PHONY: setup db_create db_migrate db_seed db_reset db console server burn docker run force_run debug debug_worker
@@ -23,7 +23,6 @@ Customer engagement suite, an open-source alternative to Intercom, Zendesk, Sale
  <img src="https://img.shields.io/github/commit-activity/m/chatwoot/chatwoot" alt="Commits-per-month">
  <a title="Crowdin" target="_self" href="https://chatwoot.crowdin.com/chatwoot"><img src="https://badges.crowdin.net/e/37ced7eba411064bd792feb3b7a28b16/localized.svg"></a>
  <a href="https://discord.gg/cJXdrwS"><img src="https://img.shields.io/discord/647412545203994635" alt="Discord"></a>
-  <a href="https://huntr.dev/bounties/disclose"><img src="https://cdn.huntr.dev/huntr_security_badge_mono.svg" alt="Huntr"></a>
  <a href="https://status.chatwoot.com"><img src="https://img.shields.io/endpoint?url=https%3A%2F%2Fraw.githubusercontent.com%2Fchatwoot%2Fstatus%2Fmaster%2Fapi%2Fchatwoot%2Fuptime.json" alt="uptime"></a>
  <a href="https://status.chatwoot.com"><img src="https://img.shields.io/endpoint?url=https%3A%2F%2Fraw.githubusercontent.com%2Fchatwoot%2Fstatus%2Fmaster%2Fapi%2Fchatwoot%2Fresponse-time.json" alt="response time"></a>
  <a href="https://artifacthub.io/packages/helm/chatwoot/chatwoot"><img src="https://img.shields.io/endpoint?url=https://artifacthub.io/badge/repository/artifact-hub" alt="Artifact HUB"></a>
@@ -16,7 +16,6 @@ class AgentBuilder
  def perform
    ActiveRecord::Base.transaction do
      @user = find_or_create_user
-      send_confirmation_if_required
      create_account_user
    end
    @user
@@ -34,11 +33,6 @@ class AgentBuilder
    User.create!(email: email, name: name, password: temp_password, password_confirmation: temp_password)
  end

-  # Sends confirmation instructions if the user is persisted and not confirmed.
-  def send_confirmation_if_required
-    @user.send_confirmation_instructions if user_needs_confirmation?
-  end
-
  # Checks if the user needs confirmation.
  # @return [Boolean] true if the user is persisted and not confirmed, false otherwise.
  def user_needs_confirmation?
@@ -53,7 +53,23 @@ class Messages::Facebook::MessageBuilder < Messages::Messenger::MessageBuilder
  end

  def conversation
-    @conversation ||= Conversation.find_by(conversation_params) || build_conversation
+    @conversation ||= set_conversation_based_on_inbox_config
+  end
+
+  def set_conversation_based_on_inbox_config
+    if @inbox.lock_to_single_conversation
+      Conversation.where(conversation_params).order(created_at: :desc).first || build_conversation
+    else
+      find_or_build_for_multiple_conversations
+    end
+  end
+
+  def find_or_build_for_multiple_conversations
+    # If lock to single conversation is disabled, we will create a new conversation if previous conversation is resolved
+    last_conversation = Conversation.where(conversation_params).where.not(status: :resolved).order(created_at: :desc).first
+    return build_conversation if last_conversation.nil?
+
+    last_conversation
  end

  def build_conversation
@@ -69,9 +69,28 @@ class Messages::Instagram::MessageBuilder < Messages::Messenger::MessageBuilder
  end

  def conversation
-    @conversation ||= Conversation.where(conversation_params).find_by(
-      "additional_attributes ->> 'type' = 'instagram_direct_message'"
-    ) || build_conversation
+    @conversation ||= set_conversation_based_on_inbox_config
+  end
+
+  def instagram_direct_message_conversation
+    Conversation.where(conversation_params)
+                .where("additional_attributes ->> 'type' = 'instagram_direct_message'")
+  end
+
+  def set_conversation_based_on_inbox_config
+    if @inbox.lock_to_single_conversation
+      instagram_direct_message_conversation.order(created_at: :desc).first || build_conversation
+    else
+      find_or_build_for_multiple_conversations
+    end
+  end
+
+  def find_or_build_for_multiple_conversations
+    last_conversation = instagram_direct_message_conversation.where.not(status: :resolved).order(created_at: :desc).first
+
+    return build_conversation if last_conversation.nil?
+
+    last_conversation
  end

  def message_content
@@ -3,6 +3,7 @@ class V2::Reports::AgentSummaryBuilder < V2::Reports::BaseSummaryBuilder

  def build
    set_grouped_conversations_count
+    set_grouped_resolved_conversations_count
    set_grouped_avg_reply_time
    set_grouped_avg_first_response_time
    set_grouped_avg_resolution_time
@@ -27,6 +28,10 @@ class V2::Reports::AgentSummaryBuilder < V2::Reports::BaseSummaryBuilder
    @grouped_avg_reply_time = get_grouped_average(reporting_events.where(name: 'reply_time'))
  end

+  def set_grouped_resolved_conversations_count
+    @grouped_resolved_conversations_count = reporting_events.where(name: 'conversation_resolved').group(group_by_key).count
+  end
+
  def group_by_key
    :user_id
  end
@@ -37,12 +42,14 @@ class V2::Reports::AgentSummaryBuilder < V2::Reports::BaseSummaryBuilder

  def prepare_report
    account.account_users.each_with_object([]) do |account_user, arr|
+      user_id = account_user.user_id
      arr << {
-        id: account_user.user_id,
-        conversations_count: @grouped_conversations_count[account_user.user_id],
-        avg_resolution_time: @grouped_avg_resolution_time[account_user.user_id],
-        avg_first_response_time: @grouped_avg_first_response_time[account_user.user_id],
-        avg_reply_time: @grouped_avg_reply_time[account_user.user_id]
+        id: user_id,
+        conversations_count: @grouped_conversations_count[user_id],
+        resolved_conversations_count: @grouped_resolved_conversations_count[user_id],
+        avg_resolution_time: @grouped_avg_resolution_time[user_id],
+        avg_first_response_time: @grouped_avg_first_response_time[user_id],
+        avg_reply_time: @grouped_avg_reply_time[user_id]
      }
    end
  end
@@ -0,0 +1,60 @@
+class V2::Reports::InboxSummaryBuilder < V2::Reports::BaseSummaryBuilder
+  pattr_initialize [:account!, :params!]
+
+  def build
+    set_grouped_conversations_count
+    set_grouped_resolved_conversations_count
+    set_grouped_avg_reply_time
+    set_grouped_avg_first_response_time
+    set_grouped_avg_resolution_time
+    prepare_report
+  end
+
+  private
+
+  def set_grouped_conversations_count
+    @grouped_conversations_count = Current.account.conversations.where(created_at: range).group('inbox_id').count
+  end
+
+  def set_grouped_avg_resolution_time
+    @grouped_avg_resolution_time = get_grouped_average(reporting_events.where(name: 'conversation_resolved'))
+  end
+
+  def set_grouped_avg_first_response_time
+    @grouped_avg_first_response_time = get_grouped_average(reporting_events.where(name: 'first_response'))
+  end
+
+  def set_grouped_avg_reply_time
+    @grouped_avg_reply_time = get_grouped_average(reporting_events.where(name: 'reply_time'))
+  end
+
+  def set_grouped_resolved_conversations_count
+    @grouped_resolved_conversations_count = reporting_events.where(name: 'conversation_resolved').group(group_by_key).count
+  end
+
+  def group_by_key
+    :inbox_id
+  end
+
+  def reporting_events
+    @reporting_events ||= Current.account.reporting_events.where(created_at: range)
+  end
+
+  def prepare_report
+    account.inboxes.each_with_object([]) do |inbox, arr|
+      inbox_id = inbox.id
+      arr << {
+        id: inbox_id,
+        conversations_count: @grouped_conversations_count[inbox_id],
+        resolved_conversations_count: @grouped_resolved_conversations_count[inbox_id],
+        avg_resolution_time: @grouped_avg_resolution_time[inbox_id],
+        avg_first_response_time: @grouped_avg_first_response_time[inbox_id],
+        avg_reply_time: @grouped_avg_reply_time[inbox_id]
+      }
+    end
+  end
+
+  def average_value_key
+    ActiveModel::Type::Boolean.new.cast(params[:business_hours]).present? ? :value_in_business_hours : :value
+  end
+end
@@ -3,6 +3,7 @@ class V2::Reports::TeamSummaryBuilder < V2::Reports::BaseSummaryBuilder

  def build
    set_grouped_conversations_count
+    set_grouped_resolved_conversations_count
    set_grouped_avg_reply_time
    set_grouped_avg_first_response_time
    set_grouped_avg_resolution_time
@@ -27,6 +28,10 @@ class V2::Reports::TeamSummaryBuilder < V2::Reports::BaseSummaryBuilder
    @grouped_avg_reply_time = get_grouped_average(reporting_events.where(name: 'reply_time'))
  end

+  def set_grouped_resolved_conversations_count
+    @grouped_resolved_conversations_count = reporting_events.where(name: 'conversation_resolved').group(group_by_key).count
+  end
+
  def reporting_events
    @reporting_events ||= Current.account.reporting_events.where(created_at: range).joins(:conversation)
  end
@@ -40,6 +45,7 @@ class V2::Reports::TeamSummaryBuilder < V2::Reports::BaseSummaryBuilder
      arr << {
        id: team.id,
        conversations_count: @grouped_conversations_count[team.id],
+        resolved_conversations_count: @grouped_resolved_conversations_count[team.id],
        avg_resolution_time: @grouped_avg_resolution_time[team.id],
        avg_first_response_time: @grouped_avg_first_response_time[team.id],
        avg_reply_time: @grouped_avg_reply_time[team.id]
@@ -19,7 +19,7 @@ class Api::V1::Accounts::AgentsController < Api::V1::Accounts::BaseController
      account: Current.account
    )

-    builder.perform
+    @agent = builder.perform
  end

  def update
@@ -2,13 +2,9 @@ class Api::V1::Accounts::Channels::TwilioChannelsController < Api::V1::Accounts:
  before_action :authorize_request

  def create
-    ActiveRecord::Base.transaction do
-      authenticate_twilio
-      build_inbox
-      setup_webhooks if @twilio_channel.sms?
-    rescue StandardError => e
-      render_could_not_create_error(e.message)
-    end
+    process_create
+  rescue StandardError => e
+    render_could_not_create_error(e.message)
  end

  private
@@ -17,6 +13,14 @@ class Api::V1::Accounts::Channels::TwilioChannelsController < Api::V1::Accounts:
    authorize ::Inbox
  end

+  def process_create
+    ActiveRecord::Base.transaction do
+      authenticate_twilio
+      build_inbox
+      setup_webhooks if @twilio_channel.sms?
+    end
+  end
+
  def authenticate_twilio
    client = if permitted_params[:api_key_sid].present?
               Twilio::REST::Client.new(permitted_params[:api_key_sid], permitted_params[:auth_token], permitted_params[:account_sid])
@@ -65,6 +65,10 @@ class Api::V1::Accounts::ContactsController < Api::V1::Accounts::BaseController
    contacts = result[:contacts]
    @contacts_count = result[:count]
    @contacts = fetch_contacts(contacts)
+  rescue CustomExceptions::CustomFilter::InvalidAttribute,
+         CustomExceptions::CustomFilter::InvalidOperator,
+         CustomExceptions::CustomFilter::InvalidValue => e
+    render_could_not_create_error(e.message)
  end

  def contactable_inboxes
@@ -36,10 +36,18 @@ class Api::V1::Accounts::ConversationsController < Api::V1::Accounts::BaseContro
    end
  end

+  def update
+    @conversation.update!(permitted_update_params)
+  end
+
  def filter
    result = ::Conversations::FilterService.new(params.permit!, current_user).perform
    @conversations = result[:conversations]
    @conversations_count = result[:count]
+  rescue CustomExceptions::CustomFilter::InvalidAttribute,
+         CustomExceptions::CustomFilter::InvalidOperator,
+         CustomExceptions::CustomFilter::InvalidValue => e
+    render_could_not_create_error(e.message)
  end

  def mute
@@ -110,6 +118,11 @@ class Api::V1::Accounts::ConversationsController < Api::V1::Accounts::BaseContro

  private

+  def permitted_update_params
+    # TODO: Move the other conversation attributes to this method and remove specific endpoints for each attribute
+    params.permit(:priority)
+  end
+
  def update_last_seen_on_conversation(last_seen_at, update_assignee)
    # rubocop:disable Rails/SkipsModelValidations
    @conversation.update_column(:agent_last_seen_at, last_seen_at)
@@ -176,3 +189,5 @@ class Api::V1::Accounts::ConversationsController < Api::V1::Accounts::BaseContro
    @conversation.assignee_id? && Current.user == @conversation.assignee
  end
 end
+
+Api::V1::Accounts::ConversationsController.prepend_mod_with('Api::V1::Accounts::ConversationsController')
@@ -33,10 +33,10 @@ class Api::V1::Widget::ConversationsController < Api::V1::Widget::BaseController
  end

  def transcript
-    if permitted_params[:email].present? && conversation.present?
+    if conversation.present? && conversation.contact.present? && conversation.contact.email.present?
      ConversationReplyMailer.with(account: conversation.account).conversation_transcript(
        conversation,
-        permitted_params[:email]
+        conversation.contact.email
      )&.deliver_later
    end
    head :ok
@@ -0,0 +1,57 @@
+class Api::V2::Accounts::LiveReportsController < Api::V1::Accounts::BaseController
+  before_action :load_conversations, only: [:conversation_metrics, :grouped_conversation_metrics]
+  before_action :set_group_scope, only: [:grouped_conversation_metrics]
+
+  def conversation_metrics
+    render json: {
+      open: @conversations.open.count,
+      unattended: @conversations.open.unattended.count,
+      unassigned: @conversations.open.unassigned.count
+    }
+  end
+
+  def grouped_conversation_metrics
+    count_by_group = @conversations.open.group(@group_scope).count
+    unattended_by_group = @conversations.open.unattended.group(@group_scope).count
+    unassigned_by_group = @conversations.open.unassigned.group(@group_scope).count
+
+    group_metrics = count_by_group.map do |group_id, count|
+      metric = {
+        open: count,
+        unattended: unattended_by_group[group_id] || 0,
+        unassigned: unassigned_by_group[group_id] || 0
+      }
+      metric[@group_scope] = group_id
+      metric
+    end
+
+    render json: group_metrics
+  end
+
+  private
+
+  def set_group_scope
+    render json: { error: 'invalid group_by' }, status: :unprocessable_entity and return unless %w[
+      team_id
+      assignee_id
+    ].include?(permitted_params[:group_by])
+
+    @group_scope = permitted_params[:group_by]
+  end
+
+  def team
+    return unless permitted_params[:team_id]
+
+    @team ||= Current.account.teams.find(permitted_params[:team_id])
+  end
+
+  def load_conversations
+    scope = Current.account.conversations
+    scope = scope.where(team_id: team.id) if team.present?
+    @conversations = scope
+  end
+
+  def permitted_params
+    params.permit(:team_id, :group_by)
+  end
+end
@@ -131,8 +131,4 @@ class Api::V2::Accounts::ReportsController < Api::V1::Accounts::BaseController
    summary[:previous] = V2::ReportBuilder.new(Current.account, previous_summary_params).summary
    summary
  end
-
-  def conversation_metrics
-    V2::ReportBuilder.new(Current.account, conversation_params).conversation_metrics
-  end
 end
@@ -1,6 +1,6 @@
 class Api::V2::Accounts::SummaryReportsController < Api::V1::Accounts::BaseController
  before_action :check_authorization
-  before_action :prepare_builder_params, only: [:agent, :team]
+  before_action :prepare_builder_params, only: [:agent, :team, :inbox]

  def agent
    render_report_with(V2::Reports::AgentSummaryBuilder)
@@ -10,6 +10,10 @@ class Api::V2::Accounts::SummaryReportsController < Api::V1::Accounts::BaseContr
    render_report_with(V2::Reports::TeamSummaryBuilder)
  end

+  def inbox
+    render_report_with(V2::Reports::InboxSummaryBuilder)
+  end
+
  private

  def check_authorization
@@ -25,3 +25,4 @@ class ApplicationController < ActionController::Base
    }
  end
 end
+ApplicationController.include_mod_with('Concerns::ApplicationControllerConcern')
@@ -1,6 +1,6 @@
 module AccessTokenAuthHelper
  BOT_ACCESSIBLE_ENDPOINTS = {
-    'api/v1/accounts/conversations' => %w[toggle_status toggle_priority create],
+    'api/v1/accounts/conversations' => %w[toggle_status toggle_priority create update],
    'api/v1/accounts/conversations/messages' => ['create'],
    'api/v1/accounts/conversations/assignments' => ['create']
  }.freeze
@@ -0,0 +1,5 @@
+module DomainHelper
+  def self.chatwoot_domain?(domain = request.host)
+    [URI.parse(ENV.fetch('FRONTEND_URL', '')).host, URI.parse(ENV.fetch('HELPCENTER_URL', '')).host].include?(domain)
+  end
+end
@@ -6,6 +6,7 @@ module SwitchLocale
  def switch_locale(&)
    # priority is for locale set in query string (mostly for widget/from js sdk)
    locale ||= locale_from_params
+    locale ||= locale_from_custom_domain
    # if locale is not set in account, let's use DEFAULT_LOCALE env variable
    locale ||= locale_from_env_variable
    set_locale(locale, &)
@@ -16,6 +17,20 @@ module SwitchLocale
    set_locale(locale, &)
  end

+  # If the request is coming from a custom domain, it should be for a helpcenter portal
+  # We will use the portal locale in such cases
+  def locale_from_custom_domain(&)
+    return if params[:locale]
+
+    domain = request.host
+    return if DomainHelper.chatwoot_domain?(domain)
+
+    @portal = Portal.find_by(custom_domain: domain)
+    return unless @portal
+
+    @portal.default_locale
+  end
+
  def set_locale(locale, &)
    # if locale is empty, use default_locale
    locale ||= I18n.default_locale
@@ -18,6 +18,7 @@ class DashboardController < ActionController::Base
      'LOGO', 'LOGO_DARK', 'LOGO_THUMBNAIL',
      'INSTALLATION_NAME',
      'WIDGET_BRAND_URL', 'TERMS_URL',
+      'BRAND_URL', 'BRAND_NAME',
      'PRIVACY_URL',
      'DISPLAY_MANIFEST',
      'CREATE_NEW_ACCOUNT_FROM_DASHBOARD',
@@ -4,6 +4,10 @@ class DeviseOverrides::SessionsController < DeviseTokenAuth::SessionsController
  wrap_parameters format: []
  before_action :process_sso_auth_token, only: [:create]

+  def new
+    redirect_to login_page_url(error: 'access-denied')
+  end
+
  def create
    # Authenticate user via the temporary sso auth token
    if params[:sso_auth_token].present? && @resource.present?
@@ -21,6 +25,12 @@ class DeviseOverrides::SessionsController < DeviseTokenAuth::SessionsController

  private

+  def login_page_url(error: nil)
+    frontend_url = ENV.fetch('FRONTEND_URL', nil)
+
+    "#{frontend_url}/app/login?error=#{error}"
+  end
+
  def authenticate_resource_with_sso_token
    @token = @resource.create_token
    @resource.save!
@@ -7,7 +7,7 @@ class Public::Api::V1::Portals::ArticlesController < Public::Api::V1::Portals::B

  def index
    @articles = @portal.articles
-    @articles = @articles.search(list_params) if list_params.present?
+    search_articles
    order_by_sort_param
    @articles.page(list_params[:page]) if list_params[:page].present?
  end
@@ -16,6 +16,10 @@ class Public::Api::V1::Portals::ArticlesController < Public::Api::V1::Portals::B

  private

+  def search_articles
+    @articles = @articles.search(list_params) if list_params.present?
+  end
+
  def order_by_sort_param
    @articles = if list_params[:sort].present? && list_params[:sort] == 'views'
                  @articles.order_by_views
@@ -51,3 +55,5 @@ class Public::Api::V1::Portals::ArticlesController < Public::Api::V1::Portals::B
    ChatwootMarkdownRenderer.new(content).render_article
  end
 end
+
+Public::Api::V1::Portals::ArticlesController.prepend_mod_with('Public::Api::V1::Portals::ArticlesController')
@@ -47,7 +47,7 @@ class Public::Api::V1::Portals::BaseController < PublicController
    @locale = if article.category.present?
                article.category.locale
              else
-                'en'
+                article.portal.default_locale
              end

    I18n.with_locale(@locale, &)
@@ -8,8 +8,7 @@ class PublicController < ActionController::Base

  def ensure_custom_domain_request
    domain = request.host
-
-    return if [URI.parse(ENV.fetch('FRONTEND_URL', '')).host, URI.parse(ENV.fetch('HELPCENTER_URL', '')).host].include?(domain)
+    return if DomainHelper.chatwoot_domain?(domain)

    @portal = ::Portal.find_by(custom_domain: domain)
    return if @portal.present?
@@ -163,10 +163,14 @@ class ConversationFinder
    params[:page] || 1
  end

-  def conversations
-    @conversations = @conversations.includes(
+  def conversations_base_query
+    @conversations.includes(
      :taggings, :inbox, { assignee: { avatar_attachment: [:blob] } }, { contact: { avatar_attachment: [:blob] } }, :team, :contact_inbox
    )
+  end
+
+  def conversations
+    @conversations = conversations_base_query

    sort_by, sort_order = SORT_OPTIONS[params[:sort_by]] || SORT_OPTIONS['last_activity_at_desc']
    @conversations = @conversations.send(sort_by, sort_order)
@@ -178,3 +182,4 @@ class ConversationFinder
    end
  end
 end
+ConversationFinder.prepend_mod_with('ConversationFinder')
@@ -94,7 +94,8 @@ module Api::V2::Accounts::HeatmapHelper
  end

  def since_timestamp(date)
-    (date - 6.days).to_i.to_s
+    number_of_days = params[:days_before].present? ? params[:days_before].to_i.days : 6.days
+    (date - number_of_days).to_i.to_s
  end

  def until_timestamp(date)
@@ -2,4 +2,11 @@ module ApplicationHelper
  def available_locales_with_name
    LANGUAGES_CONFIG.map { |_key, val| val.slice(:name, :iso_639_1_code) }
  end
+
+  def feature_help_urls
+    features = YAML.safe_load(Rails.root.join('config/features.yml').read).freeze
+    features.each_with_object({}) do |feature, hash|
+      hash[feature['name']] = feature['help_url'] if feature['help_url']
+    end
+  end
 end
@@ -0,0 +1,83 @@
+module ContactHelper
+  def parse_name(full_name)
+    #  If the input is nil or not a string, return a hash with all values set to nil
+    return default_name_hash if invalid_name?(full_name)
+
+    # If the input is a number, return a hash with the number as the first name
+    return numeric_name_hash(full_name) if valid_number?(full_name)
+
+    full_name = full_name.squish
+
+    # If full name consists of only one word, consider it as the first name
+    return single_word_name_hash(full_name) if single_word?(full_name)
+
+    parts = split_name(full_name)
+    parts = handle_conjunction(parts)
+    build_name_hash(parts)
+  end
+
+  private
+
+  def default_name_hash
+    { first_name: nil, last_name: nil, middle_name: nil, prefix: nil, suffix: nil }
+  end
+
+  def invalid_name?(full_name)
+    !full_name.is_a?(String) || full_name.empty?
+  end
+
+  def numeric_name_hash(full_name)
+    { first_name: full_name, last_name: nil, middle_name: nil, prefix: nil, suffix: nil }
+  end
+
+  def valid_number?(full_name)
+    full_name.gsub(/\s+/, '').match?(/\A\+?\d+\z/)
+  end
+
+  def single_word_name_hash(full_name)
+    { first_name: full_name, last_name: nil, middle_name: nil, prefix: nil, suffix: nil }
+  end
+
+  def single_word?(full_name)
+    full_name.split.size == 1
+  end
+
+  def split_name(full_name)
+    full_name.split
+  end
+
+  def handle_conjunction(parts)
+    conjunctions = ['and', '&']
+    parts.each_index do |i|
+      next unless conjunctions.include?(parts[i]) && i.positive?
+
+      parts[i - 1] = [parts[i - 1], parts[i + 1]].join(' ')
+      parts.delete_at(i)
+      parts.delete_at(i)
+    end
+    parts
+  end
+
+  def build_name_hash(parts)
+    suffix = parts.pop if parts.last.match?(/(\w+\.|[IVXLM]+|[A-Z]+)$/)
+    last_name = parts.pop
+    prefix = parts.shift if parts.first.match?(/^\w+\./)
+    first_name = parts.shift
+    middle_name = parts.join(' ')
+
+    hash = {
+      first_name: first_name,
+      last_name: last_name,
+      prefix: prefix,
+      middle_name: middle_name,
+      suffix: suffix
+    }
+
+    # Reverse name if "," was used in Last, First notation.
+    if hash[:first_name] =~ /,$/
+      hash[:first_name] = hash[:last_name]
+      hash[:last_name] = Regexp.last_match.pre_match
+    end
+    hash
+  end
+end
@@ -0,0 +1,84 @@
+module FilterHelper
+  def build_condition_query(model_filters, query_hash, current_index)
+    current_filter = model_filters[query_hash['attribute_key']]
+
+    # Throw InvalidOperator Error if the attribute is a standard attribute
+    # and the operator is not allowed in the config
+    if current_filter.present? && current_filter['filter_operators'].exclude?(query_hash[:filter_operator])
+      raise CustomExceptions::CustomFilter::InvalidOperator.new(
+        attribute_name: query_hash['attribute_key'],
+        allowed_keys: current_filter['filter_operators']
+      )
+    end
+
+    # Every other filter expects a value to be present
+    if %w[is_present is_not_present].exclude?(query_hash[:filter_operator]) && query_hash['values'].blank?
+      raise CustomExceptions::CustomFilter::InvalidValue.new(attribute_name: query_hash['attribute_key'])
+    end
+
+    condition_query = build_condition_query_string(current_filter, query_hash, current_index)
+    # The query becomes empty only when it doesn't match to any supported
+    # standard attribute or custom attribute defined in the account.
+    if condition_query.empty?
+      raise CustomExceptions::CustomFilter::InvalidAttribute.new(key: query_hash['attribute_key'],
+                                                                 allowed_keys: model_filters.keys)
+    end
+
+    condition_query
+  end
+
+  def build_condition_query_string(current_filter, query_hash, current_index)
+    filter_operator_value = filter_operation(query_hash, current_index)
+
+    return handle_nil_filter(query_hash, current_index) if current_filter.nil?
+
+    case current_filter['attribute_type']
+    when 'additional_attributes'
+      handle_additional_attributes(query_hash, filter_operator_value, current_filter['data_type'])
+    else
+      handle_standard_attributes(current_filter, query_hash, current_index, filter_operator_value)
+    end
+  end
+
+  def handle_nil_filter(query_hash, current_index)
+    attribute_type = "#{filter_config[:entity].downcase}_attribute"
+    custom_attribute_query(query_hash, attribute_type, current_index)
+  end
+
+  def handle_additional_attributes(query_hash, filter_operator_value, data_type)
+    if data_type == 'text_case_insensitive'
+      "LOWER(#{filter_config[:table_name]}.additional_attributes ->> '#{query_hash[:attribute_key]}') " \
+        "#{filter_operator_value} #{query_hash[:query_operator]}"
+    else
+      "#{filter_config[:table_name]}.additional_attributes ->> '#{query_hash[:attribute_key]}' " \
+        "#{filter_operator_value} #{query_hash[:query_operator]} "
+    end
+  end
+
+  def handle_standard_attributes(current_filter, query_hash, current_index, filter_operator_value)
+    case current_filter['data_type']
+    when 'date'
+      date_filter(current_filter, query_hash, filter_operator_value)
+    when 'labels'
+      tag_filter_query(query_hash, current_index)
+    when 'text_case_insensitive'
+      text_case_insensitive_filter(query_hash, filter_operator_value)
+    else
+      default_filter(query_hash, filter_operator_value)
+    end
+  end
+
+  def date_filter(current_filter, query_hash, filter_operator_value)
+    "(#{filter_config[:table_name]}.#{query_hash[:attribute_key]})::#{current_filter['data_type']} " \
+      "#{filter_operator_value}#{current_filter['data_type']} #{query_hash[:query_operator]}"
+  end
+
+  def text_case_insensitive_filter(query_hash, filter_operator_value)
+    "LOWER(#{filter_config[:table_name]}.#{query_hash[:attribute_key]}) " \
+      "#{filter_operator_value} #{query_hash[:query_operator]}"
+  end
+
+  def default_filter(query_hash, filter_operator_value)
+    "#{filter_config[:table_name]}.#{query_hash[:attribute_key]} #{filter_operator_value} #{query_hash[:query_operator]}"
+  end
+end
@@ -0,0 +1,20 @@
+/* global axios */
+import ApiClient from './ApiClient';
+
+class LiveReportsAPI extends ApiClient {
+  constructor() {
+    super('live_reports', { accountScoped: true, apiVersion: 'v2' });
+  }
+
+  getConversationMetric(params = {}) {
+    return axios.get(`${this.url}/conversation_metrics`, { params });
+  }
+
+  getGroupedConversations({ groupBy } = { groupBy: 'assignee_id' }) {
+    return axios.get(`${this.url}/grouped_conversation_metrics`, {
+      params: { group_by: groupBy },
+    });
+  }
+}
+
+export default new LiveReportsAPI();
@@ -61,9 +61,9 @@ class ReportsAPI extends ApiClient {
    });
  }

-  getConversationTrafficCSV() {
+  getConversationTrafficCSV({ daysBefore = 6 } = {}) {
    return axios.get(`${this.url}/conversation_traffic`, {
-      params: { timezone_offset: getTimeOffset() },
+      params: { timezone_offset: getTimeOffset(), days_before: daysBefore },
    });
  }

@@ -84,6 +84,24 @@ class ReportsAPI extends ApiClient {
      params: { since, until, business_hours: businessHours },
    });
  }
+
+  getBotMetrics({ from, to } = {}) {
+    return axios.get(`${this.url}/bot_metrics`, {
+      params: { since: from, until: to },
+    });
+  }
+
+  getBotSummary({ from, to, groupBy, businessHours } = {}) {
+    return axios.get(`${this.url}/bot_summary`, {
+      params: {
+        since: from,
+        until: to,
+        type: 'account',
+        group_by: groupBy,
+        business_hours: businessHours,
+      },
+    });
+  }
 }

 export default new ReportsAPI();
@@ -0,0 +1,76 @@
+/* global axios */
+import ApiClient from './ApiClient';
+
+class SLAReportsAPI extends ApiClient {
+  constructor() {
+    super('applied_slas', { accountScoped: true });
+  }
+
+  get({
+    from,
+    to,
+    assigned_agent_id,
+    inbox_id,
+    team_id,
+    sla_policy_id,
+    label_list,
+    page,
+  } = {}) {
+    return axios.get(this.url, {
+      params: {
+        since: from,
+        until: to,
+        assigned_agent_id,
+        inbox_id,
+        team_id,
+        sla_policy_id,
+        label_list,
+        page,
+      },
+    });
+  }
+
+  download({
+    from,
+    to,
+    assigned_agent_id,
+    inbox_id,
+    team_id,
+    sla_policy_id,
+  } = {}) {
+    return axios.get(`${this.url}/download`, {
+      params: {
+        since: from,
+        until: to,
+        assigned_agent_id,
+        inbox_id,
+        team_id,
+        sla_policy_id,
+      },
+    });
+  }
+
+  getMetrics({
+    from,
+    to,
+    assigned_agent_id,
+    inbox_id,
+    team_id,
+    label_list,
+    sla_policy_id,
+  } = {}) {
+    return axios.get(`${this.url}/metrics`, {
+      params: {
+        since: from,
+        until: to,
+        assigned_agent_id,
+        inbox_id,
+        label_list,
+        team_id,
+        sla_policy_id,
+      },
+    });
+  }
+}
+
+export default new SLAReportsAPI();
@@ -111,6 +111,40 @@ describe('#Reports API', () => {
      });
    });

+    it('#getBotMetrics', () => {
+      reportsAPI.getBotMetrics({ from: 1621103400, to: 1621621800 });
+      expect(axiosMock.get).toHaveBeenCalledWith(
+        '/api/v2/reports/bot_metrics',
+        {
+          params: {
+            since: 1621103400,
+            until: 1621621800,
+          },
+        }
+      );
+    });
+
+    it('#getBotSummary', () => {
+      reportsAPI.getBotSummary({
+        from: 1621103400,
+        to: 1621621800,
+        groupBy: 'date',
+        businessHours: true,
+      });
+      expect(axiosMock.get).toHaveBeenCalledWith(
+        '/api/v2/reports/bot_summary',
+        {
+          params: {
+            since: 1621103400,
+            until: 1621621800,
+            type: 'account',
+            group_by: 'date',
+            business_hours: true,
+          },
+        }
+      );
+    });
+
    it('#getConversationMetric', () => {
      reportsAPI.getConversationMetric('account');
      expect(axiosMock.get).toHaveBeenCalledWith(
@@ -0,0 +1,102 @@
+import SLAReportsAPI from '../slaReports';
+import ApiClient from '../ApiClient';
+
+describe('#SLAReports API', () => {
+  it('creates correct instance', () => {
+    expect(SLAReportsAPI).toBeInstanceOf(ApiClient);
+    expect(SLAReportsAPI.apiVersion).toBe('/api/v1');
+    expect(SLAReportsAPI).toHaveProperty('get');
+    expect(SLAReportsAPI).toHaveProperty('getMetrics');
+  });
+
+  describe('API calls', () => {
+    const originalAxios = window.axios;
+    const axiosMock = {
+      post: jest.fn(() => Promise.resolve()),
+      get: jest.fn(() => Promise.resolve()),
+      patch: jest.fn(() => Promise.resolve()),
+      delete: jest.fn(() => Promise.resolve()),
+    };
+
+    beforeEach(() => {
+      window.axios = axiosMock;
+    });
+
+    afterEach(() => {
+      window.axios = originalAxios;
+    });
+
+    it('#get', () => {
+      SLAReportsAPI.get({
+        page: 1,
+        from: 1622485800,
+        to: 1623695400,
+        assigned_agent_id: 1,
+        inbox_id: 1,
+        team_id: 1,
+        sla_policy_id: 1,
+        label_list: ['label1'],
+      });
+      expect(axiosMock.get).toHaveBeenCalledWith('/api/v1/applied_slas', {
+        params: {
+          page: 1,
+          since: 1622485800,
+          until: 1623695400,
+          assigned_agent_id: 1,
+          inbox_id: 1,
+          team_id: 1,
+          sla_policy_id: 1,
+          label_list: ['label1'],
+        },
+      });
+    });
+    it('#getMetrics', () => {
+      SLAReportsAPI.getMetrics({
+        from: 1622485800,
+        to: 1623695400,
+        assigned_agent_id: 1,
+        inbox_id: 1,
+        team_id: 1,
+        sla_policy_id: 1,
+        label_list: ['label1'],
+      });
+      expect(axiosMock.get).toHaveBeenCalledWith(
+        '/api/v1/applied_slas/metrics',
+        {
+          params: {
+            since: 1622485800,
+            until: 1623695400,
+            assigned_agent_id: 1,
+            inbox_id: 1,
+            team_id: 1,
+            sla_policy_id: 1,
+            label_list: ['label1'],
+          },
+        }
+      );
+    });
+    it('#download', () => {
+      SLAReportsAPI.download({
+        from: 1622485800,
+        to: 1623695400,
+        assigned_agent_id: 1,
+        inbox_id: 1,
+        team_id: 1,
+        sla_policy_id: 1,
+      });
+      expect(axiosMock.get).toHaveBeenCalledWith(
+        '/api/v1/applied_slas/download',
+        {
+          params: {
+            since: 1622485800,
+            until: 1623695400,
+            assigned_agent_id: 1,
+            inbox_id: 1,
+            team_id: 1,
+            sla_policy_id: 1,
+          },
+        }
+      );
+    });
+  });
+});
@@ -0,0 +1,40 @@
+/* global axios */
+import ApiClient from './ApiClient';
+
+class SummaryReportsAPI extends ApiClient {
+  constructor() {
+    super('summary_reports', { accountScoped: true, apiVersion: 'v2' });
+  }
+
+  getTeamReports({ since, until, businessHours } = {}) {
+    return axios.get(`${this.url}/team`, {
+      params: {
+        since,
+        until,
+        business_hours: businessHours,
+      },
+    });
+  }
+
+  getAgentReports({ since, until, businessHours } = {}) {
+    return axios.get(`${this.url}/agent`, {
+      params: {
+        since,
+        until,
+        business_hours: businessHours,
+      },
+    });
+  }
+
+  getInboxReports({ since, until, businessHours } = {}) {
+    return axios.get(`${this.url}/inbox`, {
+      params: {
+        since,
+        until,
+        business_hours: businessHours,
+      },
+    });
+  }
+}
+
+export default new SummaryReportsAPI();
@@ -1,6 +1,13 @@
@import '~vue2-datepicker/scss/index';

 .date-picker {
+  // To be removed one SLA reports date picker is created
+  &.small {
+    .mx-input {
+      @apply h-8 text-sm;
+    }
+  }
+
  &.no-margin {
    .mx-input {
      @apply mb-0;
@@ -1,17 +1,17 @@
 // scss-lint:disable SpaceAfterPropertyColon
-// @import 'shared/assets/fonts/inter';
-
+@import 'shared/assets/fonts/inter';
+// Inter,
 html,
 body {
  font-family:
    'PlusJakarta',
-    Inter,
    -apple-system,
    system-ui,
    BlinkMacSystemFont,
    'Segoe UI',
    Roboto,
    'Helvetica Neue',
+    Tahoma,
    Arial,
    sans-serif !important;
  -moz-osx-font-smoothing: grayscale;
@@ -153,6 +153,29 @@
 }

 .multiselect-wrap--small {
+  // To be removed one SLA reports date picker is created
+  &.tiny {
+    .multiselect.no-margin {
+      @apply min-h-[32px];
+    }
+
+    .multiselect__select {
+      @apply min-h-[32px] h-8;
+
+      &::before {
+        @apply top-[60%];
+      }
+    }
+
+    .multiselect__tags {
+      @apply min-h-[32px] max-h-[32px];
+
+      .multiselect__single {
+        @apply pt-1 pb-1;
+      }
+    }
+  }
+
  .multiselect__tags,
  .multiselect__input,
  .multiselect {
@@ -63,12 +63,12 @@ input:focus {
 }

 // Inputs
-input[type='text'],
-input[type='number'],
-input[type='password'],
-input[type='date'],
-input[type='email'],
-input[type='url'] {
+input[type='text']:not(.reset-base),
+input[type='number']:not(.reset-base),
+input[type='password']:not(.reset-base),
+input[type='date']:not(.reset-base),
+input[type='email']:not(.reset-base),
+input[type='url']:not(.reset-base) {
  @apply block box-border w-full transition-colors focus:border-woot-500 dark:focus:border-woot-600 duration-[0.25s] ease-[ease-in-out] h-10 appearance-none mx-0 mt-0 mb-4 p-2 rounded-md text-base font-normal bg-white dark:bg-slate-900 focus:bg-white focus:dark:bg-slate-900 text-slate-900 dark:text-slate-100 border border-solid border-slate-200 dark:border-slate-600;

  &[disabled] {
@@ -118,7 +118,7 @@ button {
    @apply border border-woot-500 bg-transparent dark:bg-transparent dark:border-woot-500 text-woot-500 dark:text-woot-500 hover:bg-woot-50 dark:hover:bg-woot-900;

    &.secondary {
-      @apply text-slate-700 border-slate-200 dark:border-slate-600 dark:text-slate-100 hover:bg-slate-50 dark:hover:bg-slate-700;
+      @apply text-slate-700 border-slate-100 dark:border-slate-800 dark:text-slate-100 hover:bg-slate-50 dark:hover:bg-slate-700;
    }

    &.success {
@@ -1,14 +1,14 @@
 <template>
  <div
-    class="conversations-list-wrap flex-basis-clamp flex-shrink-0 overflow-hidden flex flex-col border-r rtl:border-r-0 rtl:border-l border-slate-50 dark:border-slate-800/50"
-    :class="{
-      hide: !showConversationList,
-      'list--full-width': isOnExpandedLayout,
-    }"
+    class="flex flex-col flex-shrink-0 overflow-hidden border-r conversations-list-wrap rtl:border-r-0 rtl:border-l border-slate-50 dark:border-slate-800/50"
+    :class="[
+      { hidden: !showConversationList },
+      isOnExpandedLayout ? 'basis-full' : 'flex-basis-clamp',
+    ]"
  >
    <slot />
    <div
-      class="flex items-center justify-between py-0 px-4"
+      class="flex items-center justify-between px-4 py-0"
      :class="{
        'pb-3 border-b border-slate-75 dark:border-slate-700':
          hasAppliedFiltersOrActiveFolders,
@@ -16,7 +16,7 @@
    >
      <div class="flex max-w-[85%] justify-center items-center">
        <h1
-          class="text-xl break-words overflow-hidden whitespace-nowrap font-medium text-ellipsis text-black-900 dark:text-slate-100 mb-0"
+          class="text-xl font-medium break-words truncate text-black-900 dark:text-slate-100"
          :title="pageTitle"
        >
          {{ pageTitle }}
@@ -107,7 +107,7 @@

    <p
      v-if="!chatListLoading && !conversationList.length"
-      class="overflow-auto p-4 flex justify-center items-center"
+      class="flex items-center justify-center p-4 overflow-auto"
    >
      {{ $t('CHAT_LIST.LIST.404') }}
    </p>
@@ -127,7 +127,7 @@
    />
    <div
      ref="conversationList"
-      class="conversations-list flex-1"
+      class="flex-1 conversations-list"
      :class="{ 'overflow-hidden': isContextMenuOpen }"
    >
      <virtual-list
@@ -136,16 +136,16 @@
        :data-sources="conversationList"
        :data-component="itemComponent"
        :extra-props="virtualListExtraProps"
-        class="w-full overflow-auto h-full"
+        class="w-full h-full overflow-auto"
        footer-tag="div"
      >
        <template #footer>
          <div v-if="chatListLoading" class="text-center">
-            <span class="spinner mt-4 mb-4" />
+            <span class="mt-4 mb-4 spinner" />
          </div>
          <p
            v-if="showEndOfListMessage"
-            class="text-center text-slate-400 dark:text-slate-300 p-4"
+            class="p-4 text-center text-slate-400 dark:text-slate-300"
          >
            {{ $t('CHAT_LIST.EOF') }}
          </p>
@@ -1034,24 +1034,10 @@ export default {
 </style>

 <style scoped lang="scss">
-.conversations-list-wrap {
-  &.hide {
-    @apply hidden;
-  }
-
-  &.list--full-width {
-    @apply basis-full;
-  }
-}
-
 .conversations-list {
  @apply overflow-hidden hover:overflow-y-auto;
 }

-.load-more--button {
-  @apply text-center rounded-none;
-}
-
 .tab--chat-type {
  @apply py-0 px-4;

@@ -2,23 +2,27 @@
  <div class="py-3 px-4">
    <div class="flex items-center mb-1">
      <h4 class="text-sm flex items-center m-0 w-full error">
-        <div v-if="isAttributeTypeCheckbox" class="checkbox-wrap">
+        <div v-if="isAttributeTypeCheckbox" class="flex items-center">
          <input
            v-model="editedValue"
-            class="checkbox"
+            class="!my-0 mr-2 ml-0"
            type="checkbox"
            @change="onUpdate"
          />
        </div>
        <div class="flex items-center justify-between w-full">
          <span
-            class="attribute-name w-full text-slate-800 dark:text-slate-100 font-medium text-sm mb-0"
-            :class="{ error: $v.editedValue.$error }"
+            class="w-full font-medium text-sm mb-0"
+            :class="
+              $v.editedValue.$error
+                ? 'text-red-400 dark:text-red-500'
+                : 'text-slate-800 dark:text-slate-100'
+            "
          >
            {{ label }}
          </span>
          <woot-button
-            v-if="showActions"
+            v-if="showCopyAndDeleteButton"
            v-tooltip.left="$t('CUSTOM_ATTRIBUTES.ACTIONS.DELETE')"
            variant="link"
            size="medium"
@@ -31,7 +35,7 @@
      </h4>
    </div>
    <div v-if="notAttributeTypeCheckboxAndList">
-      <div v-show="isEditing">
+      <div v-if="isEditing" v-on-clickaway="onClickAway">
        <div class="mb-2 w-full flex items-center">
          <input
            ref="inputfield"
@@ -61,7 +65,7 @@
      </div>
      <div
        v-show="!isEditing"
-        class="value--view"
+        class="flex group"
        :class="{ 'is-editable': showActions }"
      >
        <a
@@ -69,35 +73,35 @@
          :href="hrefURL"
          target="_blank"
          rel="noopener noreferrer"
-          class="value inline-block rounded-sm mb-0 break-all py-0.5 px-1"
+          class="group-hover:bg-slate-50 group-hover:dark:bg-slate-700 inline-block rounded-sm mb-0 break-all py-0.5 px-1"
        >
          {{ urlValue }}
        </a>
        <p
          v-else
-          class="value inline-block rounded-sm mb-0 break-all py-0.5 px-1"
+          class="group-hover:bg-slate-50 group-hover:dark:bg-slate-700 inline-block rounded-sm mb-0 break-all py-0.5 px-1"
        >
          {{ displayValue || '---' }}
        </p>
        <div class="flex max-w-[2rem] gap-1 ml-1 rtl:mr-1 rtl:ml-0">
          <woot-button
-            v-if="showActions"
+            v-if="showCopyAndDeleteButton"
            v-tooltip="$t('CUSTOM_ATTRIBUTES.ACTIONS.COPY')"
            variant="link"
            size="small"
            color-scheme="secondary"
            icon="clipboard"
-            class-names="edit-button"
+            class-names="hidden group-hover:flex !w-6 flex-shrink-0"
            @click="onCopy"
          />
          <woot-button
-            v-if="showActions"
+            v-if="showEditButton"
            v-tooltip.right="$t('CUSTOM_ATTRIBUTES.ACTIONS.EDIT')"
            variant="link"
            size="small"
            color-scheme="secondary"
            icon="edit"
-            class-names="edit-button"
+            class-names="hidden group-hover:flex !w-6 flex-shrink-0"
            @click="onEdit"
          />
        </div>
@@ -126,6 +130,7 @@
 </template>

 <script>
+import { mixin as clickaway } from 'vue-clickaway';
 import { format, parseISO } from 'date-fns';
 import { required, url } from 'vuelidate/lib/validators';
 import { BUS_EVENTS } from 'shared/constants/busEvents';
@@ -138,7 +143,7 @@ export default {
  components: {
    MultiselectDropdown,
  },
-  mixins: [customAttributeMixin],
+  mixins: [customAttributeMixin, clickaway],
  props: {
    label: { type: String, required: true },
    values: { type: Array, default: () => [] },
@@ -160,11 +165,18 @@ export default {
      editedValue: null,
    };
  },
-
  computed: {
+    showCopyAndDeleteButton() {
+      return this.value && this.showActions;
+    },
+    showEditButton() {
+      return !this.value && this.showActions;
+    },
    displayValue() {
      if (this.isAttributeTypeDate) {
-        return new Date(this.value || new Date()).toLocaleDateString();
+        return this.value
+          ? new Date(this.value || new Date()).toLocaleDateString()
+          : '';
      }
      if (this.isAttributeTypeCheckbox) {
        return this.value === 'false' ? false : this.value;
@@ -230,6 +242,10 @@ export default {
      this.isEditing = false;
      this.editedValue = this.formattedValue;
    },
+    contactId() {
+      // Fix to solve validation not resetting when contactId changes in contact page
+      this.$v.$reset();
+    },
  },

  validations() {
@@ -268,6 +284,10 @@ export default {
        this.$refs.inputfield.focus();
      }
    },
+    onClickAway() {
+      this.$v.$reset();
+      this.isEditing = false;
+    },
    onEdit() {
      this.isEditing = true;
      this.$nextTick(() => {
@@ -294,6 +314,7 @@ export default {
    },
    onDelete() {
      this.isEditing = false;
+      this.$v.$reset();
      this.$emit('delete', this.attributeKey);
    },
    onCopy() {
@@ -304,35 +325,6 @@ export default {
 </script>

 <style lang="scss" scoped>
-.checkbox-wrap {
-  @apply flex items-center;
-}
-.checkbox {
-  @apply my-0 mr-2 ml-0;
-}
-.attribute-name {
-  &.error {
-    @apply text-red-400 dark:text-red-500;
-  }
-}
-
-.edit-button {
-  @apply hidden;
-}
-
-.value--view {
-  @apply flex;
-
-  &.is-editable:hover {
-    .value {
-      @apply bg-slate-50 dark:bg-slate-700 mb-0;
-    }
-    .edit-button {
-      @apply block;
-    }
-  }
-}
-
 ::v-deep {
  .selector-wrap {
    @apply m-0 top-1;
@@ -7,7 +7,13 @@
      @mousedown="handleMouseDown"
    >
      <div
-        :class="modalContainerClassName"
+        :class="{
+          'modal-container rtl:text-right shadow-md max-h-full overflow-auto relative bg-white dark:bg-slate-800 skip-context-menu': true,
+          'rounded-xl w-[37.5rem]': !fullWidth,
+          'items-center rounded-none flex h-full justify-center w-full':
+            fullWidth,
+          [size]: true,
+        }"
        @mouse.stop
        @mousedown="event => event.stopPropagation()"
      >
@@ -16,7 +22,7 @@
          color-scheme="secondary"
          icon="dismiss"
          variant="clear"
-          class="absolute ltr:right-2 rtl:left-2 top-2 z-10"
+          class="absolute z-10 ltr:right-2 rtl:left-2 top-2"
          @click="close"
        />
        <slot />
@@ -60,15 +66,6 @@ export default {
    };
  },
  computed: {
-    modalContainerClassName() {
-      let className =
-        'modal-container rtl:text-right shadow-md rounded-sm max-h-full overflow-auto relative w-[37.5rem] bg-white dark:bg-slate-800 skip-context-menu';
-      if (this.fullWidth) {
-        return `${className} items-center rounded-none flex h-full justify-center w-full`;
-      }
-
-      return `${className} ${this.size}`;
-    },
    modalClassName() {
      const modalClassNameMap = {
        centered: '',
@@ -1,21 +1,21 @@
 <template>
-  <div class="flex flex-col items-start pt-8 px-8 pb-0">
+  <div class="flex flex-col items-start px-8 pt-8 pb-0">
    <img v-if="headerImage" :src="headerImage" alt="No image" />
    <h2
      ref="modalHeaderTitle"
-      class="text-slate-800 text-lg font-semibold dark:text-slate-50"
+      class="text-base font-semibold leading-6 text-slate-800 dark:text-slate-50"
    >
      {{ headerTitle }}
    </h2>
    <p
      v-if="headerContent"
      ref="modalHeaderContent"
-      class="w-full break-words text-slate-600 mt-2 text-sm dark:text-slate-300"
+      class="w-full mt-2 text-sm leading-5 break-words text-slate-600 dark:text-slate-300"
    >
      {{ headerContent }}
      <span
        v-if="headerContentValue"
-        class="font-semibold text-sm text-slate-600 dark:text-slate-300"
+        class="text-sm font-semibold text-slate-600 dark:text-slate-300"
      >
        {{ headerContentValue }}
      </span>
@@ -48,7 +48,7 @@
      v-on-clickaway="closeDropdown"
      class="dropdown-pane dropdown-pane--open"
    >
-      <woot-dropdown-menu>
+      <woot-dropdown-menu class="mb-0">
        <woot-dropdown-item v-if="!isPending">
          <woot-button
            variant="clear"
@@ -2,6 +2,15 @@ import { FEATURE_FLAGS } from '../../../../featureFlags';
 import { frontendURL } from '../../../../helper/URLHelper';

 const primaryMenuItems = accountId => [
+  {
+    icon: 'mail-inbox',
+    key: 'inboxView',
+    label: 'INBOX_VIEW',
+    featureFlag: FEATURE_FLAGS.INBOX_VIEW,
+    toState: frontendURL(`accounts/${accountId}/inbox-view`),
+    toStateName: 'inbox_view',
+    roles: ['administrator', 'agent'],
+  },
  {
    icon: 'chat',
    key: 'conversations',
@@ -1,3 +1,4 @@
+import { FEATURE_FLAGS } from '../../../../featureFlags';
 import { frontendURL } from '../../../../helper/URLHelper';

 const reports = accountId => ({
@@ -6,10 +7,12 @@ const reports = accountId => ({
    'account_overview_reports',
    'conversation_reports',
    'csat_reports',
+    'bot_reports',
    'agent_reports',
    'label_reports',
    'inbox_reports',
    'team_reports',
+    'sla_reports',
  ],
  menuItems: [
    {
@@ -33,6 +36,14 @@ const reports = accountId => ({
      toState: frontendURL(`accounts/${accountId}/reports/csat`),
      toStateName: 'csat_reports',
    },
+    {
+      icon: 'bot',
+      label: 'REPORTS_BOT',
+      hasSubMenu: false,
+      featureFlag: FEATURE_FLAGS.RESPONSE_BOT,
+      toState: frontendURL(`accounts/${accountId}/reports/bot`),
+      toStateName: 'bot_reports',
+    },
    {
      icon: 'people',
      label: 'REPORTS_AGENT',
@@ -61,6 +72,14 @@ const reports = accountId => ({
      toState: frontendURL(`accounts/${accountId}/reports/teams`),
      toStateName: 'team_reports',
    },
+    {
+      icon: 'document-list-clock',
+      label: 'REPORTS_SLA',
+      hasSubMenu: false,
+      featureFlag: FEATURE_FLAGS.SLA,
+      toState: frontendURL(`accounts/${accountId}/reports/sla`),
+      toStateName: 'sla_reports',
+    },
  ],
 });

@@ -160,7 +160,7 @@ const settings = accountId => ({
      beta: true,
    },
    {
-      icon: 'key',
+      icon: 'document-list-clock',
      label: 'SLA',
      hasSubMenu: false,
      toState: frontendURL(`accounts/${accountId}/settings/sla/list`),
@@ -1,6 +1,6 @@
 <template>
  <div
-    class="ltr:mr-1 rtl:ml-1 mb-1"
+    class="inline-flex ltr:mr-1 rtl:ml-1 mb-1"
    :class="labelClass"
    :style="labelStyle"
    :title="description"
@@ -111,7 +111,7 @@ export default {

 <style scoped lang="scss">
 .label {
-  @apply inline-flex items-center font-medium text-xs rounded-[4px] gap-1 p-1 bg-slate-50 dark:bg-slate-700 text-slate-800 dark:text-slate-100 border border-solid border-slate-75 dark:border-slate-600 h-6;
+  @apply items-center font-medium text-xs rounded-[4px] gap-1 p-1 bg-slate-50 dark:bg-slate-700 text-slate-800 dark:text-slate-100 border border-solid border-slate-75 dark:border-slate-600 h-6;

  &.small {
    @apply text-xs py-0.5 px-1 leading-tight h-5;
@@ -2,7 +2,7 @@
  <div class="empty-state py-16 px-1 ml-0 mr-0">
    <h3
      v-if="title"
-      class="text-slate-700 dark:text-slate-200 block text-center w-full text-4xl font-thin"
+      class="text-slate-700 dark:text-slate-200 block text-center w-full text-xl font-thin"
    >
      {{ title }}
    </h3>
@@ -15,6 +15,7 @@
    <slot />
  </div>
 </template>
+
 <script>
 export default {
  props: {
@@ -1,171 +1,48 @@
 <template>
  <footer
    v-if="isFooterVisible"
-    class="bg-white dark:bg-slate-800 h-[60px] border-t border-solid border-slate-75 dark:border-slate-700/50 flex items-center justify-between py-0 px-4"
+    class="h-12 flex items-center justify-between px-6"
  >
-    <div class="left-aligned-wrap">
-      <div class="text-xs text-slate-600 dark:text-slate-200">
-        <strong>{{ firstIndex }}</strong>
-        - <strong>{{ lastIndex }}</strong> of
-        <strong>{{ totalCount }}</strong> items
-      </div>
-    </div>
-    <div class="right-aligned-wrap">
-      <div
-        v-if="totalCount"
-        class="primary button-group pagination-button-group"
-      >
-        <woot-button
-          size="small"
-          variant="smooth"
-          color-scheme="secondary"
-          class-names="goto-first"
-          :is-disabled="hasFirstPage"
-          @click="onFirstPage"
-        >
-          <fluent-icon icon="chevron-left" size="18" />
-          <fluent-icon
-            icon="chevron-left"
-            size="18"
-            :class="pageFooterIconClass"
-          />
-        </woot-button>
-        <woot-button
-          size="small"
-          variant="smooth"
-          color-scheme="secondary"
-          :is-disabled="hasPrevPage"
-          @click="onPrevPage"
-        >
-          <fluent-icon icon="chevron-left" size="18" />
-        </woot-button>
-        <woot-button
-          size="small"
-          variant="smooth"
-          color-scheme="secondary"
-          @click.prevent
-        >
-          {{ currentPage }}
-        </woot-button>
-        <woot-button
-          size="small"
-          variant="smooth"
-          color-scheme="secondary"
-          :is-disabled="hasNextPage"
-          @click="onNextPage"
-        >
-          <fluent-icon icon="chevron-right" size="18" />
-        </woot-button>
-        <woot-button
-          size="small"
-          variant="smooth"
-          color-scheme="secondary"
-          class-names="goto-last"
-          :is-disabled="hasLastPage"
-          @click="onLastPage"
-        >
-          <fluent-icon icon="chevron-right" size="18" />
-          <fluent-icon
-            icon="chevron-right"
-            size="18"
-            :class="pageFooterIconClass"
-          />
-        </woot-button>
-      </div>
-    </div>
+    <table-footer-results
+      :first-index="firstIndex"
+      :last-index="lastIndex"
+      :total-count="totalCount"
+    />
+    <table-footer-pagination
+      v-if="totalCount"
+      :current-page="currentPage"
+      :total-pages="totalPages"
+      :total-count="totalCount"
+      :page-size="pageSize"
+      @page-change="$emit('page-change', $event)"
+    />
  </footer>
 </template>

-<script>
-import rtlMixin from 'shared/mixins/rtlMixin';
-
-export default {
-  components: {},
-  mixins: [rtlMixin],
-  props: {
-    currentPage: {
-      type: Number,
-      default: 1,
-    },
-    pageSize: {
-      type: Number,
-      default: 25,
-    },
-    totalCount: {
-      type: Number,
-      default: 0,
-    },
+<script setup>
+import { computed } from 'vue';
+import TableFooterResults from './TableFooterResults.vue';
+import TableFooterPagination from './TableFooterPagination.vue';
+const props = defineProps({
+  currentPage: {
+    type: Number,
+    default: 1,
  },
-  computed: {
-    pageFooterIconClass() {
-      return this.isRTLView ? '-mr-3' : '-ml-3';
-    },
-    isFooterVisible() {
-      return this.totalCount && !(this.firstIndex > this.totalCount);
-    },
-    firstIndex() {
-      return this.pageSize * (this.currentPage - 1) + 1;
-    },
-    lastIndex() {
-      return Math.min(this.totalCount, this.pageSize * this.currentPage);
-    },
-    searchButtonClass() {
-      return this.searchQuery !== '' ? 'show' : '';
-    },
-    hasLastPage() {
-      return !!Math.ceil(this.totalCount / this.pageSize);
-    },
-    hasFirstPage() {
-      return this.currentPage === 1;
-    },
-    hasNextPage() {
-      return this.currentPage === Math.ceil(this.totalCount / this.pageSize);
-    },
-    hasPrevPage() {
-      return this.currentPage === 1;
-    },
+  pageSize: {
+    type: Number,
+    default: 25,
  },
-  methods: {
-    onNextPage() {
-      if (this.hasNextPage) {
-        return;
-      }
-      const newPage = this.currentPage + 1;
-      this.onPageChange(newPage);
-    },
-    onPrevPage() {
-      if (this.hasPrevPage) {
-        return;
-      }
-      const newPage = this.currentPage - 1;
-      this.onPageChange(newPage);
-    },
-    onFirstPage() {
-      if (this.hasFirstPage) {
-        return;
-      }
-      const newPage = 1;
-      this.onPageChange(newPage);
-    },
-    onLastPage() {
-      if (this.hasLastPage) {
-        return;
-      }
-      const newPage = Math.ceil(this.totalCount / this.pageSize);
-      this.onPageChange(newPage);
-    },
-    onPageChange(page) {
-      this.$emit('page-change', page);
-    },
+  totalCount: {
+    type: Number,
+    default: 0,
  },
-};
+});
+const totalPages = computed(() => Math.ceil(props.totalCount / props.pageSize));
+const firstIndex = computed(() => props.pageSize * (props.currentPage - 1) + 1);
+const lastIndex = computed(() =>
+  Math.min(props.totalCount, props.pageSize * props.currentPage)
+);
+const isFooterVisible = computed(
+  () => props.totalCount && !(firstIndex.value > props.totalCount)
+);
 </script>
-
-<style lang="scss" scoped>
-.goto-first,
-.goto-last {
-  i:last-child {
-    @apply -ml-1;
-  }
-}
-</style>
@@ -0,0 +1,143 @@
+<template>
+  <div class="flex items-center bg-slate-50 dark:bg-slate-800 h-8 rounded-lg">
+    <woot-button
+      size="small"
+      variant="smooth"
+      color-scheme="secondary"
+      :is-disabled="hasFirstPage"
+      class-names="dark:!bg-slate-800 !opacity-100 ltr:rounded-l-lg ltr:rounded-r-none rtl:rounded-r-lg rtl:rounded-l-none"
+      :class="buttonClass(hasFirstPage)"
+      @click="onFirstPage"
+    >
+      <fluent-icon
+        icon="chevrons-left"
+        size="20"
+        icon-lib="lucide"
+        :class="hasFirstPage && 'opacity-40'"
+      />
+    </woot-button>
+    <div class="bg-slate-75 dark:bg-slate-700/50 w-px rounded-sm h-4" />
+    <woot-button
+      size="small"
+      variant="smooth"
+      color-scheme="secondary"
+      :is-disabled="hasPrevPage"
+      class-names="dark:!bg-slate-800 !opacity-100 rounded-none"
+      :class="buttonClass(hasPrevPage)"
+      @click="onPrevPage"
+    >
+      <fluent-icon
+        icon="chevron-left-single"
+        size="20"
+        icon-lib="lucide"
+        :class="hasPrevPage && 'opacity-40'"
+      />
+    </woot-button>
+
+    <div
+      class="flex px-3 items-center gap-3 tabular-nums bg-slate-50 dark:bg-slate-800 text-slate-700 dark:text-slate-100"
+    >
+      <span class="text-sm text-slate-800 dark:text-slate-75">
+        {{ currentPage }}
+      </span>
+      <span class="text-slate-600 dark:text-slate-500">/</span>
+      <span class="text-sm text-slate-600 dark:text-slate-500">
+        {{ totalPages }}
+      </span>
+    </div>
+    <woot-button
+      size="small"
+      variant="smooth"
+      color-scheme="secondary"
+      :is-disabled="hasNextPage"
+      class-names="dark:!bg-slate-800 !opacity-100 rounded-none"
+      :class="buttonClass(hasNextPage)"
+      @click="onNextPage"
+    >
+      <fluent-icon
+        icon="chevron-right-single"
+        size="20"
+        icon-lib="lucide"
+        :class="hasNextPage && 'opacity-40'"
+      />
+    </woot-button>
+    <div class="bg-slate-75 dark:bg-slate-700/50 w-px rounded-sm h-4" />
+    <woot-button
+      size="small"
+      variant="smooth"
+      color-scheme="secondary"
+      class-names="dark:!bg-slate-800 !opacity-100 ltr:rounded-r-lg ltr:rounded-l-none rtl:rounded-l-lg rtl:rounded-r-none"
+      :class="buttonClass(hasLastPage)"
+      :is-disabled="hasLastPage"
+      @click="onLastPage"
+    >
+      <fluent-icon
+        icon="chevrons-right"
+        size="20"
+        icon-lib="lucide"
+        :class="hasLastPage && 'opacity-40'"
+      />
+    </woot-button>
+  </div>
+</template>
+
+<script setup>
+import { computed } from 'vue';
+
+// Props
+const props = defineProps({
+  currentPage: {
+    type: Number,
+    default: 1,
+  },
+  totalCount: {
+    type: Number,
+    default: 0,
+  },
+  totalPages: {
+    type: Number,
+    default: 0,
+  },
+});
+
+const hasLastPage = computed(
+  () => props.currentPage === props.totalPages || props.totalPages === 1
+);
+const hasFirstPage = computed(() => props.currentPage === 1);
+const hasNextPage = computed(() => props.currentPage === props.totalPages);
+const hasPrevPage = computed(() => props.currentPage === 1);
+
+const emit = defineEmits(['page-change']);
+
+function buttonClass(hasPage) {
+  if (hasPage) {
+    return 'hover:!bg-slate-50 dark:hover:!bg-slate-800';
+  }
+  return 'dark:hover:!bg-slate-700/50';
+}
+
+function onPageChange(newPage) {
+  emit('page-change', newPage);
+}
+
+const onNextPage = () => {
+  if (!onNextPage.value) {
+    onPageChange(props.currentPage + 1);
+  }
+};
+const onPrevPage = () => {
+  if (!hasPrevPage.value) {
+    onPageChange(props.currentPage - 1);
+  }
+};
+const onFirstPage = () => {
+  if (!hasFirstPage.value) {
+    onPageChange(1);
+  }
+};
+const onLastPage = () => {
+  if (!hasLastPage.value) {
+    onPageChange(props.totalPages);
+  }
+};
+</script>
@@ -0,0 +1,28 @@
+<template>
+  <span class="text-sm text-slate-700 dark:text-slate-200 font-medium">
+    {{
+      $t('GENERAL.SHOWING_RESULTS', {
+        firstIndex,
+        lastIndex,
+        totalCount,
+      })
+    }}
+  </span>
+</template>
+
+<script setup>
+defineProps({
+  firstIndex: {
+    type: Number,
+    default: 0,
+  },
+  lastIndex: {
+    type: Number,
+    default: 0,
+  },
+  totalCount: {
+    type: Number,
+    default: 0,
+  },
+});
+</script>
@@ -0,0 +1,39 @@
+<script setup>
+import { computed } from 'vue';
+const props = defineProps({
+  span: {
+    type: Number,
+    required: true,
+  },
+  label: {
+    type: String,
+    required: true,
+    default: '',
+  },
+});
+
+const spanClass = computed(() => {
+  if (props.span === 1) return 'col-span-1';
+  if (props.span === 2) return 'col-span-2';
+  if (props.span === 3) return 'col-span-3';
+  if (props.span === 4) return 'col-span-4';
+  if (props.span === 5) return 'col-span-5';
+  if (props.span === 6) return 'col-span-6';
+  if (props.span === 7) return 'col-span-7';
+  if (props.span === 8) return 'col-span-8';
+  if (props.span === 9) return 'col-span-9';
+  if (props.span === 10) return 'col-span-10';
+
+  return 'col-span-1';
+});
+</script>
+<template>
+  <div
+    class="flex items-center px-0 py-2 text-xs font-medium text-left uppercase text-slate-700 dark:text-slate-100 rtl:text-right"
+    :class="spanClass"
+  >
+    <slot>
+      {{ label }}
+    </slot>
+  </div>
+</template>
@@ -8,7 +8,7 @@
      :chat="currentChat"
      :is-inbox-view="isInboxView"
      :is-contact-panel-open="isContactPanelOpen"
-      :show-back-button="isOnExpandedLayout"
+      :show-back-button="isOnExpandedLayout && !isInboxView"
      @contact-panel-toggle="onToggleContactPanel"
    />
    <woot-tabs
@@ -35,7 +35,10 @@
        :is-contact-panel-open="isContactPanelOpen"
        @contact-panel-toggle="onToggleContactPanel"
      />
-      <empty-state v-else :is-on-expanded-layout="isOnExpandedLayout" />
+      <empty-state
+        v-if="!currentChat.id && !isInboxView"
+        :is-on-expanded-layout="isOnExpandedLayout"
+      />
      <div
        v-show="showContactPanel"
        class="conversation-sidebar-wrap basis-full sm:basis-[17.5rem] md:basis-[18.75rem] lg:basis-[19.375rem] xl:basis-[20.625rem] 2xl:basis-[25rem] rtl:border-r border-slate-50 dark:border-slate-700 h-auto overflow-auto z-10 flex-shrink-0 flex-grow-0"
@@ -86,7 +86,11 @@
          {{ unreadCount > 9 ? '9+' : unreadCount }}
        </span>
      </div>
-      <card-labels :conversation-id="chat.id" />
+      <card-labels :conversation-id="chat.id" class="mt-0.5 mx-2 mb-0">
+        <template v-if="hasSlaPolicyId" #before>
+          <SLA-card-label :chat="chat" class="ltr:mr-1 rtl:ml-1" />
+        </template>
+      </card-labels>
    </div>
    <woot-context-menu
      v-if="showContextMenu"
@@ -125,6 +129,7 @@ import alertMixin from 'shared/mixins/alertMixin';
 import TimeAgo from 'dashboard/components/ui/TimeAgo.vue';
 import CardLabels from './conversationCardComponents/CardLabels.vue';
 import PriorityMark from './PriorityMark.vue';
+import SLACardLabel from './components/SLACardLabel.vue';

 export default {
  components: {
@@ -135,6 +140,7 @@ export default {
    TimeAgo,
    MessagePreview,
    PriorityMark,
+    SLACardLabel,
  },

  mixins: [inboxMixin, timeMixin, conversationMixin, alertMixin],
@@ -252,6 +258,9 @@ export default {
      const stateInbox = this.inbox;
      return stateInbox.name || '';
    },
+    hasSlaPolicyId() {
+      return this.chat?.sla_policy_id;
+    },
  },
  methods: {
    onCardClick(e) {
@@ -1,11 +1,12 @@
 <template>
  <div
-    class="bg-white dark:bg-slate-900 flex justify-between items-center py-2 px-4 border-b border-slate-50 dark:border-slate-800/50 flex-col md:flex-row"
+    class="flex flex-col items-center justify-between px-4 py-2 bg-white border-b dark:bg-slate-900 border-slate-50 dark:border-slate-800/50 md:flex-row"
  >
    <div
-      class="flex-1 w-full min-w-0 flex flex-col md:flex-row items-center justify-center"
+      class="flex flex-col items-center justify-center flex-1 w-full min-w-0"
+      :class="isInboxView ? 'sm:flex-row' : 'md:flex-row'"
    >
-      <div class="flex justify-start items-center min-w-0 w-fit max-w-full">
+      <div class="flex items-center justify-start max-w-full min-w-0 w-fit">
        <back-button
          v-if="showBackButton"
          :back-url="backButtonUrl"
@@ -18,10 +19,10 @@
          :status="currentContact.availability_status"
        />
        <div
-          class="items-start flex flex-col ml-2 rtl:ml-0 rtl:mr-2 min-w-0 w-fit overflow-hidden"
+          class="flex flex-col items-start min-w-0 ml-2 overflow-hidden rtl:ml-0 rtl:mr-2 w-fit"
        >
          <div
-            class="flex items-center flex-row gap-1 m-0 p-0 w-fit max-w-full"
+            class="flex flex-row items-center max-w-full gap-1 p-0 m-0 w-fit"
          >
            <woot-button
              variant="link"
@@ -30,7 +31,7 @@
              @click.prevent="$emit('contact-panel-toggle')"
            >
              <span
-                class="text-base leading-tight font-medium text-slate-900 dark:text-slate-100"
+                class="text-base font-medium leading-tight text-slate-900 dark:text-slate-100"
              >
                {{ currentContact.name }}
              </span>
@@ -45,7 +46,7 @@
          </div>

          <div
-            class="conversation--header--actions items-center flex text-xs gap-2 text-ellipsis overflow-hidden whitespace-nowrap"
+            class="flex items-center gap-2 overflow-hidden text-xs conversation--header--actions text-ellipsis whitespace-nowrap"
          >
            <inbox-name v-if="hasMultipleInboxes" :inbox="inbox" />
            <span
@@ -66,9 +67,10 @@
        </div>
      </div>
      <div
-        class="header-actions-wrap items-center flex flex-row flex-grow justify-end mt-3 lg:mt-0"
+        class="flex flex-row items-center justify-end flex-grow gap-2 mt-3 header-actions-wrap lg:mt-0"
        :class="{ 'justify-end': isContactPanelOpen }"
      >
+        <SLA-card-label v-if="hasSlaPolicyId" :chat="chat" show-extended-info />
        <more-actions :conversation-id="currentChat.id" />
      </div>
    </div>
@@ -84,10 +86,10 @@ import inboxMixin from 'shared/mixins/inboxMixin';
 import InboxName from '../InboxName.vue';
 import MoreActions from './MoreActions.vue';
 import Thumbnail from '../Thumbnail.vue';
+import SLACardLabel from './components/SLACardLabel.vue';
 import wootConstants from 'dashboard/constants/globals';
 import { conversationListPageURL } from 'dashboard/helper/URLHelper';
 import { snoozedReopenTime } from 'dashboard/helper/snoozeHelpers';
-import { frontendURL } from 'dashboard/helper/URLHelper';

 export default {
  components: {
@@ -95,6 +97,7 @@ export default {
    InboxName,
    MoreActions,
    Thumbnail,
+    SLACardLabel,
  },
  mixins: [inboxMixin, agentMixin, eventListenerMixins],
  props: {
@@ -128,9 +131,6 @@ export default {
        params: { accountId, inbox_id: inboxId, label, teamId },
        name,
      } = this.$route;
-      if (this.isInboxView) {
-        return frontendURL(`accounts/${accountId}/inbox`);
-      }
      return conversationListPageURL({
        accountId,
        inboxId,
@@ -176,6 +176,9 @@ export default {
    hasMultipleInboxes() {
      return this.$store.getters['inboxes/getInboxes'].length > 1;
    },
+    hasSlaPolicyId() {
+      return this.chat?.sla_policy_id;
+    },
  },

  methods: {
@@ -1,17 +1,45 @@
+<script setup>
+import { computed } from 'vue';
+
+const props = defineProps({
+  latitude: {
+    type: Number,
+    default: undefined,
+  },
+  longitude: {
+    type: Number,
+    default: undefined,
+  },
+  name: {
+    type: String,
+    default: '',
+  },
+});
+
+const mapUrl = computed(
+  () => `https://maps.google.com/?q=${props.latitude},${props.longitude}`
+);
+</script>
+
 <template>
-  <div class="location message-text__wrap">
-    <div class="icon-wrap">
-      <fluent-icon icon="location" class="file--icon" size="32" />
-    </div>
-    <div class="meta">
+  <div
+    class="flex flex-row items-center justify-start gap-1 w-full py-1 px-0 cursor-pointer overflow-hidden"
+  >
+    <fluent-icon
+      icon="location"
+      class="text-slate-600 dark:text-slate-200 leading-none my-0 flex items-center flex-shrink-0"
+      size="32"
+    />
+    <div class="flex flex-col items-start flex-1 min-w-0">
      <h5
-        class="text-sm text-slate-800 dark:text-slate-100 overflow-hidden whitespace-nowrap text-ellipsis"
+        class="text-sm text-slate-800 dark:text-slate-100 truncate m-0 w-full"
+        :title="name"
      >
        {{ name }}
      </h5>
-      <div class="link-wrap">
+      <div class="flex items-center">
        <a
-          class="download clear link button small"
+          class="text-woot-600 dark:text-woot-600 text-xs underline"
          rel="noreferrer noopener nofollow"
          target="_blank"
          :href="mapUrl"
@@ -22,49 +50,3 @@
    </div>
  </div>
 </template>
-
-<script>
-export default {
-  props: {
-    latitude: {
-      type: Number,
-      default: undefined,
-    },
-    longitude: {
-      type: Number,
-      default: undefined,
-    },
-    name: {
-      type: String,
-      default: '',
-    },
-  },
-  computed: {
-    mapUrl() {
-      return `https://maps.google.com/?q=${this.latitude},${this.longitude}`;
-    },
-  },
-};
-</script>
-
-<style lang="scss" scoped>
-.location {
-  @apply flex flex-row py-1 px-0 cursor-pointer;
-
-  .icon-wrap {
-    @apply text-slate-600 dark:text-slate-200 leading-none my-0 mx-1;
-  }
-
-  .text-block-title {
-    @apply m-0 text-slate-800 dark:text-slate-100 break-words;
-  }
-
-  .meta {
-    @apply flex flex-col items-center pr-4;
-  }
-
-  .link-wrap {
-    @apply flex;
-  }
-}
-</style>
@@ -7,11 +7,12 @@
    }"
  >
    <div v-if="!isEmail" v-dompurify-html="message" class="text-content" />
-    <letter
-      v-else
-      class="text-content bg-white dark:bg-white text-slate-900 dark:text-slate-900 p-2 rounded-[4px]"
-      :html="message"
-    />
+    <div v-else @click="handleClickOnContent">
+      <letter
+        class="text-content bg-white dark:bg-white text-slate-900 dark:text-slate-900 p-2 rounded-[4px]"
+        :html="message"
+      />
+    </div>
    <button
      v-if="showQuoteToggle"
      class="text-slate-300 dark:text-slate-300 cursor-pointer text-xs py-1"
@@ -26,14 +27,23 @@
        {{ $t('CHAT_LIST.SHOW_QUOTED_TEXT') }}
      </span>
    </button>
+    <gallery-view
+      v-if="showGalleryViewer"
+      :show.sync="showGalleryViewer"
+      :attachment="attachment"
+      :all-attachments="availableAttachments"
+      @error="onClose"
+      @close="onClose"
+    />
  </div>
 </template>

 <script>
 import Letter from 'vue-letter';
+import GalleryView from '../components/GalleryView.vue';

 export default {
-  components: { Letter },
+  components: { Letter, GalleryView },
  props: {
    message: {
      type: String,
@@ -51,6 +61,9 @@ export default {
  data() {
    return {
      showQuotedContent: false,
+      showGalleryViewer: false,
+      attachment: {},
+      availableAttachments: [],
    };
  },
  computed: {
@@ -71,6 +84,33 @@ export default {
    toggleQuotedContent() {
      this.showQuotedContent = !this.showQuotedContent;
    },
+    handleClickOnContent(event) {
+      // if event target is IMG and not close in A tag
+      // then open image preview
+      const isImageElement = event.target.tagName === 'IMG';
+      const isWrappedInLink = event.target.closest('A');
+
+      if (isImageElement && !isWrappedInLink) {
+        this.openImagePreview(event.target.src);
+      }
+    },
+    openImagePreview(src) {
+      this.showGalleryViewer = true;
+      this.attachment = {
+        file_type: 'image',
+        data_url: src,
+        message_id: Math.floor(Math.random() * 100),
+      };
+      this.availableAttachments = [{ ...this.attachment }];
+    },
+    onClose() {
+      this.showGalleryViewer = false;
+      this.resetAttachmentData();
+    },
+    resetAttachmentData() {
+      this.attachment = {};
+      this.availableAttachments = [];
+    },
  },
 };
 </script>
@@ -82,6 +122,7 @@ export default {
  ol {
    padding-left: var(--space-two);
  }
+
  table {
    margin: 0;
    border: 0;
@@ -8,45 +8,66 @@
  >
    <div
      v-on-clickaway="onClose"
-      class="bg-white dark:bg-slate-900 flex flex-col h-[inherit] w-[inherit]"
+      class="bg-white dark:bg-slate-900 flex flex-col h-[inherit] w-[inherit] overflow-hidden"
      @click="onClose"
    >
-      <div class="items-center flex h-16 justify-between py-2 px-6 w-full">
-        <div class="items-center flex justify-start min-w-[15rem]" @click.stop>
+      <div
+        class="bg-white dark:bg-slate-900 z-10 flex items-center justify-between w-full h-16 px-6 py-2"
+        @click.stop
+      >
+        <div
+          v-if="senderDetails"
+          class="items-center flex justify-start min-w-[15rem]"
+        >
          <thumbnail
+            v-if="senderDetails.avatar"
            :username="senderDetails.name"
            :src="senderDetails.avatar"
          />
          <div
-            class="flex items-start flex-col justify-center ml-2 rtl:ml-0 rtl:mr-2"
+            class="flex flex-col items-start justify-center ml-2 rtl:ml-0 rtl:mr-2"
          >
            <h3 class="text-base inline-block leading-[1.4] m-0 p-0 capitalize">
              <span
-                class="text-slate-800 dark:text-slate-100 overflow-hidden whitespace-nowrap text-ellipsis"
+                class="overflow-hidden text-slate-800 dark:text-slate-100 whitespace-nowrap text-ellipsis"
              >
                {{ senderDetails.name }}
              </span>
            </h3>
            <span
-              class="text-xs m-0 p-0 text-slate-400 dark:text-slate-200 overflow-hidden whitespace-nowrap text-ellipsis"
+              class="p-0 m-0 overflow-hidden text-xs text-slate-400 dark:text-slate-200 whitespace-nowrap text-ellipsis"
            >
              {{ readableTime }}
            </span>
          </div>
        </div>
        <div
-          class="items-center text-slate-700 dark:text-slate-100 flex font-semibold justify-start min-w-0 p-1 w-auto text-sm"
+          class="flex items-center justify-start w-auto min-w-0 p-1 text-sm font-semibold text-slate-700 dark:text-slate-100"
        >
          <span
-            class="text-slate-700 dark:text-slate-100 overflow-hidden whitespace-nowrap text-ellipsis"
-          >
-            {{ fileNameFromDataUrl }}
-          </span>
+            v-dompurify-html="fileNameFromDataUrl"
+            class="overflow-hidden text-slate-700 dark:text-slate-100 whitespace-nowrap text-ellipsis"
+          />
        </div>
        <div
          class="items-center flex gap-2 justify-end min-w-[8rem] sm:min-w-[15rem]"
-          @click.stop
        >
+          <woot-button
+            v-if="isImage"
+            size="large"
+            color-scheme="secondary"
+            variant="clear"
+            icon="zoom-in"
+            @click="onZoom(0.1)"
+          />
+          <woot-button
+            v-if="isImage"
+            size="large"
+            color-scheme="secondary"
+            variant="clear"
+            icon="zoom-out"
+            @click="onZoom(-0.1)"
+          />
          <woot-button
            v-if="isImage"
            size="large"
@@ -79,10 +100,11 @@
          />
        </div>
      </div>
-      <div class="items-center flex h-full justify-center w-full">
+      <div class="flex items-center justify-center w-full h-full">
        <div class="flex justify-center min-w-[6.25rem] w-[6.25rem]">
          <woot-button
            v-if="hasMoreThanOneAttachment"
+            class="z-10"
            size="large"
            variant="smooth"
            color-scheme="primary"
@@ -96,15 +118,16 @@
            "
          />
        </div>
-        <div class="flex items-center flex-col justify-center w-full h-full">
+        <div class="flex flex-col items-center justify-center w-full h-full">
          <div>
            <img
              v-if="isImage"
              :key="activeAttachment.message_id"
              :src="activeAttachment.data_url"
-              class="modal-image skip-context-menu my-0 mx-auto"
+              class="mx-auto my-0 duration-150 ease-in-out transform modal-image skip-context-menu"
              :style="imageRotationStyle"
-              @click.stop
+              @click.stop="onClickZoomImage"
+              @wheel.stop="onWheelImageZoom"
            />
            <video
              v-if="isVideo"
@@ -112,7 +135,7 @@
              :src="activeAttachment.data_url"
              controls
              playsInline
-              class="modal-video skip-context-menu my-0 mx-auto"
+              class="mx-auto my-0 modal-video skip-context-menu"
              @click.stop
            />
            <audio
@@ -129,6 +152,7 @@
        <div class="flex justify-center min-w-[6.25rem] w-[6.25rem]">
          <woot-button
            v-if="hasMoreThanOneAttachment"
+            class="z-10"
            size="large"
            variant="smooth"
            color-scheme="primary"
@@ -143,7 +167,7 @@
          />
        </div>
      </div>
-      <div class="items-center flex h-16 justify-center w-full py-2 px-6">
+      <div class="flex items-center justify-center w-full h-16 px-6 py-2 z-10">
        <div
          class="items-center rounded-sm flex font-semibold justify-center min-w-[5rem] p-1 bg-slate-25 dark:bg-slate-800 text-slate-600 dark:text-slate-200 text-sm"
        >
@@ -174,6 +198,9 @@ const ALLOWED_FILE_TYPES = {
  AUDIO: 'audio',
 };

+const MAX_ZOOM_LEVEL = 2;
+const MIN_ZOOM_LEVEL = 1;
+
 export default {
  components: {
    Thumbnail,
@@ -195,6 +222,7 @@ export default {
  },
  data() {
    return {
+      zoomScale: 1,
      activeAttachment: {},
      activeFileType: '',
      activeImageIndex:
@@ -212,12 +240,9 @@ export default {
      return this.allAttachments.length > 1;
    },
    readableTime() {
-      if (!this.activeAttachment.created_at) return '';
-      const time = this.messageTimestamp(
-        this.activeAttachment.created_at,
-        'LLL d yyyy, h:mm a'
-      );
-      return time || '';
+      const { created_at: createdAt } = this.activeAttachment;
+      if (!createdAt) return '';
+      return this.messageTimestamp(createdAt, 'LLL d yyyy, h:mm a') || '';
    },
    isImage() {
      return this.activeFileType === ALLOWED_FILE_TYPES.IMAGE;
@@ -246,11 +271,12 @@ export default {
      const { data_url: dataUrl } = this.activeAttachment;
      if (!dataUrl) return '';
      const fileName = dataUrl?.split('/').pop();
-      return fileName || '';
+      return decodeURIComponent(fileName || '');
    },
    imageRotationStyle() {
      return {
-        transform: `rotate(${this.activeImageRotation}deg)`,
+        transform: `rotate(${this.activeImageRotation}deg) scale(${this.zoomScale})`,
+        cursor: this.zoomScale < MAX_ZOOM_LEVEL ? 'zoom-in' : 'zoom-out',
      };
    },
  },
@@ -268,6 +294,7 @@ export default {
      this.activeImageIndex = index;
      this.setImageAndVideoSrc(attachment);
      this.activeImageRotation = 0;
+      this.zoomScale = 1;
    },
    setImageAndVideoSrc(attachment) {
      const { file_type: type } = attachment;
@@ -316,6 +343,37 @@ export default {
        this.activeImageRotation += rotation;
      }
    },
+    onClickZoomImage() {
+      this.onZoom(0.1);
+    },
+    onZoom(scale) {
+      if (!this.isImage) {
+        return;
+      }
+
+      const newZoomScale = this.zoomScale + scale;
+      // Check if the new zoom scale is within the allowed range
+      if (newZoomScale > MAX_ZOOM_LEVEL) {
+        // Set zoom to max but do not reset to default
+        this.zoomScale = MAX_ZOOM_LEVEL;
+        return;
+      }
+      if (newZoomScale < MIN_ZOOM_LEVEL) {
+        // Set zoom to min but do not reset to default
+        this.zoomScale = MIN_ZOOM_LEVEL;
+        return;
+      }
+      // If within bounds, update the zoom scale
+      this.zoomScale = newZoomScale;
+    },
+
+    onWheelImageZoom(e) {
+      if (!this.isImage) {
+        return;
+      }
+      const scale = e.deltaY > 0 ? -0.1 : 0.1;
+      this.onZoom(scale);
+    },
  },
 };
 </script>
@@ -0,0 +1,153 @@
+<template>
+  <div
+    v-if="hasSlaThreshold"
+    class="relative flex items-center border cursor-pointer min-w-fit border-slate-100 dark:border-slate-700"
+    :class="showExtendedInfo ? 'h-[26px] rounded-lg' : 'rounded h-5'"
+  >
+    <div
+      v-on-clickaway="closeSlaPopover"
+      class="flex items-center w-full truncate"
+      :class="showExtendedInfo ? 'px-1.5' : 'px-2 gap-1'"
+      @mouseover="openSlaPopover()"
+    >
+      <div
+        class="flex items-center gap-1"
+        :class="
+          showExtendedInfo &&
+          'ltr:pr-1.5 rtl:pl-1.5 ltr:border-r rtl:border-l border-solid border-slate-100 dark:border-slate-700'
+        "
+      >
+        <fluent-icon
+          size="14"
+          :icon="slaStatus.icon"
+          type="outline"
+          :icon-lib="isSlaMissed ? 'lucide' : 'fluent'"
+          class="flex-shrink-0"
+          :class="slaTextStyles"
+        />
+        <span
+          v-if="showExtendedInfo"
+          class="text-xs font-medium"
+          :class="slaTextStyles"
+        >
+          {{ slaStatusText }}
+        </span>
+      </div>
+      <span
+        class="text-xs font-medium"
+        :class="[slaTextStyles, showExtendedInfo && 'ltr:pl-1.5 rtl:pr-1.5']"
+      >
+        {{ slaStatus.threshold }}
+      </span>
+    </div>
+    <SLA-popover-card
+      v-if="showSlaPopoverCard"
+      :sla-missed-events="slaEvents"
+      class="right-0 top-7"
+    />
+  </div>
+</template>
+
+<script>
+import { evaluateSLAStatus } from '../helpers/SLAHelper';
+import SLAPopoverCard from './SLAPopoverCard.vue';
+import { mixin as clickaway } from 'vue-clickaway';
+
+const REFRESH_INTERVAL = 60000;
+
+export default {
+  components: {
+    SLAPopoverCard,
+  },
+  mixins: [clickaway],
+  props: {
+    chat: {
+      type: Object,
+      default: () => ({}),
+    },
+    showExtendedInfo: {
+      type: Boolean,
+      default: false,
+    },
+  },
+  data() {
+    return {
+      timer: null,
+      showSlaPopover: false,
+      slaStatus: {
+        threshold: null,
+        isSlaMissed: false,
+        type: null,
+        icon: null,
+      },
+    };
+  },
+  computed: {
+    slaPolicyId() {
+      return this.chat?.sla_policy_id;
+    },
+    appliedSLA() {
+      return this.chat?.applied_sla;
+    },
+    slaEvents() {
+      return this.chat?.sla_events;
+    },
+    hasSlaThreshold() {
+      return this.slaStatus?.threshold;
+    },
+    isSlaMissed() {
+      return this.slaStatus?.isSlaMissed;
+    },
+    slaTextStyles() {
+      return this.isSlaMissed
+        ? 'text-red-400 dark:text-red-300'
+        : 'text-yellow-600 dark:text-yellow-500';
+    },
+    slaStatusText() {
+      const upperCaseType = this.slaStatus?.type?.toUpperCase(); // FRT, NRT, or RT
+      const statusKey = this.isSlaMissed ? 'MISSED' : 'DUE';
+
+      return this.$t(`CONVERSATION.HEADER.SLA_STATUS.${upperCaseType}`, {
+        status: this.$t(`CONVERSATION.HEADER.SLA_STATUS.${statusKey}`),
+      });
+    },
+    showSlaPopoverCard() {
+      return (
+        this.showExtendedInfo && this.showSlaPopover && this.slaEvents.length
+      );
+    },
+  },
+  watch: {
+    chat() {
+      this.updateSlaStatus();
+    },
+  },
+  mounted() {
+    this.updateSlaStatus();
+    this.createTimer();
+  },
+  beforeDestroy() {
+    if (this.timer) {
+      clearTimeout(this.timer);
+    }
+  },
+  methods: {
+    createTimer() {
+      this.timer = setTimeout(() => {
+        this.updateSlaStatus();
+        this.createTimer();
+      }, REFRESH_INTERVAL);
+    },
+    updateSlaStatus() {
+      this.slaStatus = evaluateSLAStatus(this.appliedSLA, this.chat);
+    },
+    openSlaPopover() {
+      if (!this.showExtendedInfo) return;
+      this.showSlaPopover = true;
+    },
+    closeSlaPopover() {
+      this.showSlaPopover = false;
+    },
+  },
+};
+</script>
@@ -0,0 +1,35 @@
+<script setup>
+import { format, fromUnixTime } from 'date-fns';
+
+defineProps({
+  label: {
+    type: String,
+    required: true,
+  },
+  items: {
+    type: Array,
+    required: true,
+  },
+});
+const formatDate = timestamp =>
+  format(fromUnixTime(timestamp), 'MMM dd, yyyy, hh:mm a');
+</script>
+<template>
+  <div class="flex justify-between w-full">
+    <span
+      class="text-sm sticky top-0 h-fit font-normal tracking-[-0.6%] min-w-[140px] truncate text-slate-600 dark:text-slate-200"
+    >
+      {{ label }}
+    </span>
+    <div class="flex flex-col w-full gap-2">
+      <span
+        v-for="item in items"
+        :key="item.id"
+        class="text-sm font-normal text-slate-900 dark:text-slate-25 text-right tabular-nums"
+      >
+        {{ formatDate(item.created_at) }}
+      </span>
+      <slot name="showMore" />
+    </div>
+  </div>
+</template>
@@ -0,0 +1,85 @@
+<script setup>
+import { ref, computed } from 'vue';
+
+import wootConstants from 'dashboard/constants/globals';
+import SLAEventItem from './SLAEventItem.vue';
+
+const { SLA_MISS_TYPES } = wootConstants;
+
+const props = defineProps({
+  slaMissedEvents: {
+    type: Array,
+    required: true,
+  },
+});
+
+const shouldShowAllNrts = ref(false);
+
+const frtMisses = computed(() =>
+  props.slaMissedEvents.filter(
+    slaEvent => slaEvent.event_type === SLA_MISS_TYPES.FRT
+  )
+);
+const nrtMisses = computed(() => {
+  const missedEvents = props.slaMissedEvents.filter(
+    slaEvent => slaEvent.event_type === SLA_MISS_TYPES.NRT
+  );
+  return shouldShowAllNrts.value ? missedEvents : missedEvents.slice(0, 6);
+});
+const rtMisses = computed(() =>
+  props.slaMissedEvents.filter(
+    slaEvent => slaEvent.event_type === SLA_MISS_TYPES.RT
+  )
+);
+
+const shouldShowMoreNRTButton = computed(() => nrtMisses.value.length > 6);
+const toggleShowAllNRT = () => {
+  shouldShowAllNrts.value = !shouldShowAllNrts.value;
+};
+</script>
+<template>
+  <div
+    class="absolute flex flex-col items-start bg-[#fdfdfd] dark:bg-slate-800 z-50 p-4 border border-solid border-slate-75 dark:border-slate-700 w-[384px] rounded-xl gap-4 max-h-96 overflow-auto"
+  >
+    <span class="text-sm font-medium text-slate-900 dark:text-slate-25">
+      {{ $t('SLA.EVENTS.TITLE') }}
+    </span>
+    <SLA-event-item
+      v-if="frtMisses.length"
+      :label="$t('SLA.EVENTS.FRT')"
+      :items="frtMisses"
+    />
+    <SLA-event-item
+      v-if="nrtMisses.length"
+      :label="$t('SLA.EVENTS.NRT')"
+      :items="nrtMisses"
+    >
+      <template #showMore>
+        <div
+          v-if="shouldShowMoreNRTButton"
+          class="flex flex-col items-end w-full"
+        >
+          <woot-button
+            size="small"
+            :icon="!shouldShowAllNrts ? 'plus-sign' : ''"
+            variant="link"
+            color-scheme="secondary"
+            class="hover:!no-underline !gap-1 hover:!bg-transparent dark:hover:!bg-transparent"
+            @click="toggleShowAllNRT"
+          >
+            {{
+              shouldShowAllNrts
+                ? $t('SLA.EVENTS.HIDE', { count: nrtMisses.length })
+                : $t('SLA.EVENTS.SHOW_MORE', { count: nrtMisses.length })
+            }}
+          </woot-button>
+        </div>
+      </template>
+    </SLA-event-item>
+    <SLA-event-item
+      v-if="rtMisses.length"
+      :label="$t('SLA.EVENTS.RT')"
+      :items="rtMisses"
+    />
+  </div>
+</template>
@@ -1,5 +1,9 @@
 <template>
-  <div class="menu" role="button" @click.stop="$emit('click')">
+  <div
+    class="menu text-slate-800 dark:text-slate-100"
+    role="button"
+    @click.stop="$emit('click')"
+  >
    <fluent-icon
      v-if="variant === 'icon' && option.icon"
      :icon="option.icon"
@@ -48,6 +52,7 @@ export default {
 .menu {
  width: calc(var(--space-mega) * 2);
  @apply flex items-center flex-nowrap p-1 rounded-sm overflow-hidden cursor-pointer;
+
  .menu-label {
    @apply my-0 mx-2 text-xs flex-shrink-0;
  }
@@ -1,6 +1,6 @@
 <template>
  <div
-    class="menu-with-submenu min-width-calc w-full p-1 flex items-center h-7 rounded-md relative bg-white dark:bg-slate-700 justify-between hover:bg-woot-75 cursor-pointer dark:hover:bg-slate-800"
+    class="text-slate-800 dark:text-slate-100 menu-with-submenu min-width-calc w-full p-1 flex items-center h-7 rounded-md relative bg-white dark:bg-slate-700 justify-between hover:bg-woot-75 cursor-pointer dark:hover:bg-slate-800"
    :class="!subMenuAvailable ? 'opacity-50 cursor-not-allowed' : ''"
  >
    <div class="flex items-center">
@@ -1,13 +1,14 @@
 <template>
  <div
-    v-show="activeLabels.length"
+    v-if="activeLabels.length || $slots.before"
    ref="labelContainer"
-    class="label-container mt-0.5 mx-2 mb-0"
+    v-resize="computeVisibleLabelPosition"
  >
    <div
-      class="labels-wrap flex items-end min-w-0 flex-shrink gap-y-1 flex-wrap"
-      :class="{ expand: showAllLabels }"
+      class="flex items-end flex-shrink min-w-0 gap-y-1"
+      :class="{ 'h-auto overflow-visible flex-row flex-wrap': showAllLabels }"
    >
+      <slot name="before" />
      <woot-label
        v-for="(label, index) in activeLabels"
        :key="label.id"
@@ -26,7 +27,7 @@
            ? $t('CONVERSATION.CARD.HIDE_LABELS')
            : $t('CONVERSATION.CARD.SHOW_LABELS')
        "
-        class="show-more--button sticky flex-shrink-0 right-0 mr-6 rtl:rotate-180"
+        class="sticky right-0 flex-shrink-0 mr-6 show-more--button rtl:rotate-180"
        color-scheme="secondary"
        variant="hollow"
        :icon="showAllLabels ? 'chevron-left' : 'chevron-right'"
@@ -45,6 +46,11 @@ export default {
      type: Number,
      required: true,
    },
+    conversationLabels: {
+      type: String,
+      required: false,
+      default: '',
+    },
  },
  data() {
    return {
@@ -59,26 +65,34 @@ export default {
    },
  },
  mounted() {
+    // the problem here is that there is a certain amount of delay between the conversation
+    // card being mounted and the resize event eventually being triggered
+    // This means we need to run the function immediately after the component is mounted
+    // Happens especially when used in a virtual list.
+    // We can make the first trigger, a standard part of the directive, in case
+    // we face this issue again
    this.computeVisibleLabelPosition();
  },
  methods: {
    onShowLabels(e) {
      e.stopPropagation();
      this.showAllLabels = !this.showAllLabels;
+      this.$nextTick(() => this.computeVisibleLabelPosition());
    },
    computeVisibleLabelPosition() {
+      const beforeSlot = this.$slots.before ? 100 : 0;
      const labelContainer = this.$refs.labelContainer;
-      const labels = this.$refs.labelContainer.querySelectorAll('.label');
+      if (!labelContainer) return;
+
+      const labels = Array.from(labelContainer.querySelectorAll('.label'));
      let labelOffset = 0;
      this.showExpandLabelButton = false;
-
-      Array.from(labels).forEach((label, index) => {
+      labels.forEach((label, index) => {
        labelOffset += label.offsetWidth + 8;
-
-        if (labelOffset < labelContainer.clientWidth - 16) {
+        if (labelOffset < labelContainer.clientWidth - 16 - beforeSlot) {
          this.labelPosition = index;
        } else {
-          this.showExpandLabelButton = true;
+          this.showExpandLabelButton = labels.length > 1;
        }
      });
    },
@@ -95,10 +109,6 @@ export default {
 }

 .labels-wrap {
-  &.expand {
-    @apply h-auto overflow-visible flex-row flex-wrap;
-  }
-
  .secondary {
    @apply border border-solid border-slate-100 dark:border-slate-700;
  }
@@ -0,0 +1,117 @@
+const calculateThreshold = (timeOffset, threshold) => {
+  // Calculate the time left for the SLA to breach or the time since the SLA has missed
+  if (threshold === null) return null;
+  const currentTime = Math.floor(Date.now() / 1000);
+  return timeOffset + threshold - currentTime;
+};
+
+const findMostUrgentSLAStatus = SLAStatuses => {
+  // Sort the SLAs based on the threshold and return the most urgent SLA
+  SLAStatuses.sort(
+    (sla1, sla2) => Math.abs(sla1.threshold) - Math.abs(sla2.threshold)
+  );
+  return SLAStatuses[0];
+};
+
+const formatSLATime = seconds => {
+  const units = {
+    y: 31536000, // 60 * 60 * 24 * 365
+    mo: 2592000, // 60 * 60 * 24 * 30
+    d: 86400, // 60 * 60 * 24
+    h: 3600, // 60 * 60
+    m: 60,
+  };
+
+  if (seconds < 60) {
+    return '1m';
+  }
+
+  // we will only show two parts, two max granularity's, h-m, y-d, d-h, m, but no seconds
+  const parts = [];
+
+  Object.keys(units).forEach(unit => {
+    const value = Math.floor(seconds / units[unit]);
+    if (seconds < 60 && parts.length > 0) return;
+    if (parts.length === 2) return;
+    if (value > 0) {
+      parts.push(value + unit);
+      seconds -= value * units[unit];
+    }
+  });
+  return parts.join(' ');
+};
+
+const createSLAObject = (
+  type,
+  {
+    sla_first_response_time_threshold: frtThreshold,
+    sla_next_response_time_threshold: nrtThreshold,
+    sla_resolution_time_threshold: rtThreshold,
+    created_at: createdAt,
+  } = {},
+  {
+    first_reply_created_at: firstReplyCreatedAt,
+    waiting_since: waitingSince,
+    status,
+  } = {}
+) => {
+  // Mapping of breach types to their logic
+  const SLATypes = {
+    FRT: {
+      threshold: calculateThreshold(createdAt, frtThreshold),
+      //   Check FRT only if threshold is not null and first reply hasn't been made
+      condition:
+        frtThreshold !== null &&
+        (!firstReplyCreatedAt || firstReplyCreatedAt === 0),
+    },
+    NRT: {
+      threshold: calculateThreshold(waitingSince, nrtThreshold),
+      // Check NRT only if threshold is not null, first reply has been made and we are waiting since
+      condition:
+        nrtThreshold !== null && !!firstReplyCreatedAt && !!waitingSince,
+    },
+    RT: {
+      threshold: calculateThreshold(createdAt, rtThreshold),
+      // Check RT only if the conversation is open and threshold is not null
+      condition: status === 'open' && rtThreshold !== null,
+    },
+  };
+
+  const SLAStatus = SLATypes[type];
+  return SLAStatus ? { ...SLAStatus, type } : null;
+};
+
+const evaluateSLAConditions = (appliedSla, chat) => {
+  // Filter out the SLA based on conditions and update the object with the breach status(icon, isSlaMissed)
+  const SLATypes = ['FRT', 'NRT', 'RT'];
+  return SLATypes.map(type => createSLAObject(type, appliedSla, chat))
+    .filter(SLAStatus => SLAStatus && SLAStatus.condition)
+    .map(SLAStatus => ({
+      ...SLAStatus,
+      icon: SLAStatus.threshold <= 0 ? 'flame' : 'alarm',
+      isSlaMissed: SLAStatus.threshold <= 0,
+    }));
+};
+
+export const evaluateSLAStatus = (appliedSla, chat) => {
+  if (!appliedSla || !chat)
+    return { type: '', threshold: '', icon: '', isSlaMissed: false };
+
+  // Filter out the SLA and create the object for each breach
+  const SLAStatuses = evaluateSLAConditions(appliedSla, chat);
+
+  // Return the most urgent SLA which is latest to breach or has missed
+  const mostUrgent = findMostUrgentSLAStatus(SLAStatuses);
+  return mostUrgent
+    ? {
+        type: mostUrgent.type,
+        threshold: formatSLATime(
+          mostUrgent.threshold <= 0
+            ? -mostUrgent.threshold
+            : mostUrgent.threshold
+        ),
+        icon: mostUrgent.icon,
+        isSlaMissed: mostUrgent.isSlaMissed,
+      }
+    : { type: '', threshold: '', icon: '', isSlaMissed: false };
+};
@@ -0,0 +1,150 @@
+import { evaluateSLAStatus } from '../SLAHelper';
+
+beforeEach(() => {
+  jest
+    .spyOn(Date, 'now')
+    .mockImplementation(() => new Date('2024-01-01T00:00:00Z').getTime());
+});
+
+afterEach(() => {
+  jest.restoreAllMocks();
+});
+
+describe('SLAHelper', () => {
+  describe('evaluateSLAStatus', () => {
+    it('returns an empty object when sla or chat is not present', () => {
+      expect(evaluateSLAStatus(null, null)).toEqual({
+        type: '',
+        threshold: '',
+        icon: '',
+        isSlaMissed: false,
+      });
+    });
+
+    // Case when FRT SLA is missed
+    it('correctly identifies a missed FRT SLA', () => {
+      const appliedSla = {
+        sla_first_response_time_threshold: 600,
+        sla_next_response_time_threshold: 1200,
+        sla_resolution_time_threshold: 1800,
+        created_at: 1704066540,
+      };
+      const chatMissed = {
+        first_reply_created_at: 0,
+        waiting_since: 0,
+        status: 'open',
+      };
+      expect(evaluateSLAStatus(appliedSla, chatMissed)).toEqual({
+        type: 'FRT',
+        threshold: '1m',
+        icon: 'flame',
+        isSlaMissed: true,
+      });
+    });
+
+    // Case when FRT SLA is not missed
+    it('correctly identifies an FRT SLA not yet breached', () => {
+      const appliedSla = {
+        sla_first_response_time_threshold: 600,
+        sla_next_response_time_threshold: 1200,
+        sla_resolution_time_threshold: 1800,
+        created_at: 1704066660,
+      };
+      const chatNotMissed = {
+        first_reply_created_at: 0,
+        waiting_since: 0,
+        status: 'open',
+      };
+      expect(evaluateSLAStatus(appliedSla, chatNotMissed)).toEqual({
+        type: 'FRT',
+        threshold: '1m',
+        icon: 'alarm',
+        isSlaMissed: false,
+      });
+    });
+
+    // Case when NRT SLA is missed
+    it('correctly identifies a missed NRT SLA', () => {
+      const appliedSla = {
+        sla_first_response_time_threshold: 600,
+        sla_next_response_time_threshold: 1200,
+        sla_resolution_time_threshold: 1800,
+        created_at: 1704065200,
+      };
+      const chatMissed = {
+        first_reply_created_at: 1704066200,
+        waiting_since: 1704065940,
+        status: 'open',
+      };
+      expect(evaluateSLAStatus(appliedSla, chatMissed)).toEqual({
+        type: 'NRT',
+        threshold: '1m',
+        icon: 'flame',
+        isSlaMissed: true,
+      });
+    });
+
+    // Case when NRT SLA is not missed
+    it('correctly identifies an NRT SLA not yet breached', () => {
+      const appliedSla = {
+        sla_first_response_time_threshold: 600,
+        sla_next_response_time_threshold: 1200,
+        sla_resolution_time_threshold: 1800,
+        created_at: 1704065200 - 2000,
+      };
+      const chatNotMissed = {
+        first_reply_created_at: 1704066200,
+        waiting_since: 1704066060,
+        status: 'open',
+      };
+      expect(evaluateSLAStatus(appliedSla, chatNotMissed)).toEqual({
+        type: 'NRT',
+        threshold: '1m',
+        icon: 'alarm',
+        isSlaMissed: false,
+      });
+    });
+
+    // Case when RT SLA is missed
+    it('correctly identifies a missed RT SLA', () => {
+      const appliedSla = {
+        sla_first_response_time_threshold: 600,
+        sla_next_response_time_threshold: 1200,
+        sla_resolution_time_threshold: 1800,
+        created_at: 1704065340,
+      };
+      const chatMissed = {
+        first_reply_created_at: 1704066200,
+        waiting_since: 0,
+        status: 'open',
+      };
+      expect(evaluateSLAStatus(appliedSla, chatMissed)).toEqual({
+        type: 'RT',
+        threshold: '1m',
+        icon: 'flame',
+        isSlaMissed: true,
+      });
+    });
+
+    // Case when RT SLA is not missed
+    it('correctly identifies an RT SLA not yet breached', () => {
+      const appliedSla = {
+        sla_first_response_time_threshold: 600,
+        sla_next_response_time_threshold: 1200,
+        sla_resolution_time_threshold: 1800,
+        created_at: 1704065460,
+      };
+      const chatNotMissed = {
+        first_reply_created_at: 1704066200,
+        waiting_since: 0,
+        status: 'open',
+      };
+      expect(evaluateSLAStatus(appliedSla, chatNotMissed)).toEqual({
+        type: 'RT',
+        threshold: '1m',
+        icon: 'alarm',
+        isSlaMissed: false,
+      });
+    });
+  });
+});
@@ -59,5 +59,10 @@ export default {
    TYPE: 'type',
    SORT_ORDER: 'sort_order',
  },
+  SLA_MISS_TYPES: {
+    FRT: 'frt',
+    NRT: 'nrt',
+    RT: 'rt',
+  },
 };
 export const DEFAULT_REDIRECT_URL = '/app/';
@@ -19,4 +19,15 @@ export const FEATURE_FLAGS = {
  INSERT_ARTICLE_IN_REPLY: 'insert_article_in_reply',
  INBOX_VIEW: 'inbox_view',
  SLA: 'sla',
+  RESPONSE_BOT: 'response_bot',
+  CHANNEL_EMAIL: 'channel_email',
+  CHANNEL_FACEBOOK: 'channel_facebook',
+  CHANNEL_TWITTER: 'channel_twitter',
+  CHANNEL_WEBSITE: 'channel_website',
+  CUSTOM_REPLY_DOMAIN: 'custom_reply_domain',
+  CUSTOM_REPLY_EMAIL: 'custom_reply_email',
+  DISABLE_BRANDING: 'disable_branding',
+  EMAIL_CONTINUITY_ON_API_CHANNEL: 'email_continuity_on_api_channel',
+  INBOUND_EMAILS: 'inbound_emails',
+  IP_LOOKUP: 'ip_lookup',
 };
@@ -0,0 +1,41 @@
+import { debounce } from '@chatwoot/utils';
+
+const RESIZE_OBSERVER_DEBOUNCE_TIME = 100;
+
+function createResizeObserver(el, binding) {
+  const { value } = binding;
+  const observer = new ResizeObserver(
+    debounce(entries => {
+      const entry = entries[0];
+      if (entry && value && typeof value === 'function') {
+        value(entry);
+      }
+    }, RESIZE_OBSERVER_DEBOUNCE_TIME)
+  );
+
+  el.cwResizeObserver = observer;
+  observer.observe(el);
+}
+
+function destroyResizeObserver(el) {
+  if (el.cwResizeObserver) {
+    el.cwResizeObserver.unobserve(el);
+    el.cwResizeObserver.disconnect();
+    delete el.cwResizeObserver;
+  }
+}
+
+export default {
+  bind(el, binding) {
+    createResizeObserver(el, binding);
+  },
+  update(el, binding) {
+    if (binding.oldValue !== binding.value) {
+      destroyResizeObserver(el);
+      createResizeObserver(el, binding);
+    }
+  },
+  unbind(el) {
+    destroyResizeObserver(el);
+  },
+};
@@ -0,0 +1,4 @@
+export function getHelpUrlForFeature(featureName) {
+  const { helpUrls } = window.chatwootConfig;
+  return helpUrls[featureName];
+}
@@ -0,0 +1,78 @@
+import resize from '../../directives/resize';
+
+class ResizeObserverMock {
+  // eslint-disable-next-line class-methods-use-this
+  observe() {}
+
+  // eslint-disable-next-line class-methods-use-this
+  unobserve() {}
+
+  // eslint-disable-next-line class-methods-use-this
+  disconnect() {}
+}
+
+describe('resize directive', () => {
+  let el;
+  let binding;
+  let observer;
+
+  beforeEach(() => {
+    el = document.createElement('div');
+    binding = {
+      value: jest.fn(),
+    };
+    observer = {
+      observe: jest.fn(),
+      unobserve: jest.fn(),
+      disconnect: jest.fn(),
+    };
+    window.ResizeObserver = ResizeObserverMock;
+    jest.spyOn(window, 'ResizeObserver').mockImplementation(() => observer);
+  });
+
+  afterEach(() => {
+    jest.clearAllMocks();
+  });
+
+  it('should create ResizeObserver on bind', () => {
+    resize.bind(el, binding);
+
+    expect(ResizeObserver).toHaveBeenCalled();
+    expect(observer.observe).toHaveBeenCalledWith(el);
+  });
+
+  it('should call callback on observer callback', () => {
+    el = document.createElement('div');
+    binding = {
+      value: jest.fn(),
+    };
+
+    resize.bind(el, binding);
+
+    const entries = [{ contentRect: { width: 100, height: 100 } }];
+    const callback = binding.value;
+    callback(entries[0]);
+
+    expect(binding.value).toHaveBeenCalledWith(entries[0]);
+  });
+
+  it('should destroy and recreate observer on update', () => {
+    resize.bind(el, binding);
+
+    resize.update(el, { ...binding, oldValue: 'old' });
+
+    expect(observer.unobserve).toHaveBeenCalledWith(el);
+    expect(observer.disconnect).toHaveBeenCalled();
+    expect(ResizeObserver).toHaveBeenCalledTimes(2);
+    expect(observer.observe).toHaveBeenCalledTimes(2);
+  });
+
+  it('should destroy observer on unbind', () => {
+    resize.bind(el, binding);
+
+    resize.unbind(el);
+
+    expect(observer.unobserve).toHaveBeenCalledWith(el);
+    expect(observer.disconnect).toHaveBeenCalled();
+  });
+});
@@ -319,7 +319,7 @@
      "HEADERS": {
        "TITLE": "Title",
        "CATEGORY": "Category",
-        "READ_COUNT": "Read count",
+        "READ_COUNT": "Views",
        "STATUS": "Status",
        "LAST_EDITED": "Last edited"
      },
@@ -37,7 +37,7 @@
      },
      "REPLY_TIME": {
        "NAME": "Customer waiting time",
-        "TOOLTIP_TEXT": "Waiting time is %{metricValue} (based on %{conversationCount} conversations)"
+        "TOOLTIP_TEXT": "Waiting time is %{metricValue} (based on %{conversationCount} replies)"
      }
    },
    "DATE_RANGE_OPTIONS": {
@@ -441,7 +441,8 @@
      "LOADING_MESSAGE": "Loading conversation metrics...",
      "OPEN": "Open",
      "UNATTENDED": "Unattended",
-      "UNASSIGNED": "Unassigned"
+      "UNASSIGNED": "Unassigned",
+      "PENDING": "Pending"
    },
    "CONVERSATION_HEATMAP": {
      "HEADER": "Conversation Traffic",
@@ -31,21 +31,24 @@
        "PLACEHOLDER": "SLA for premium customers"
      },
      "FIRST_RESPONSE_TIME": {
-        "LABEL": "First Response Time(Seconds)",
-        "PLACEHOLDER": "300 for 5 minutes"
+        "LABEL": "First Response Time",
+        "PLACEHOLDER": "5"
      },
      "NEXT_RESPONSE_TIME": {
-        "LABEL": "Next Response Time(Seconds)",
-        "PLACEHOLDER": "600 for 10 minutes"
+        "LABEL": "Next Response Time",
+        "PLACEHOLDER": "5"
      },
      "RESOLUTION_TIME": {
-        "LABEL": "Resolution Time(Seconds)",
-        "PLACEHOLDER": "86400 for 1 day"
+        "LABEL": "Resolution Time",
+        "PLACEHOLDER": "60"
      },
      "BUSINESS_HOURS": {
        "LABEL": "Business Hours",
        "PLACEHOLDER": "Only during business hours"
      },
+      "THRESHOLD_TIME": {
+        "INVALID_FORMAT_ERROR": "Threshold should be a number and greater than zero"
+      },
      "EDIT": "Edit",
      "CREATE": "Create",
      "DELETE": "Delete",
@@ -319,7 +319,7 @@
      "HEADERS": {
        "TITLE": "العنوان",
        "CATEGORY": "الفئة",
-        "READ_COUNT": "عدد القراءات",
+        "READ_COUNT": "Views",
        "STATUS": "الحالة",
        "LAST_EDITED": "آخر تعديل"
      },
@@ -37,7 +37,7 @@
      },
      "REPLY_TIME": {
        "NAME": "Customer waiting time",
-        "TOOLTIP_TEXT": "Waiting time is %{metricValue} (based on %{conversationCount} conversations)"
+        "TOOLTIP_TEXT": "Waiting time is %{metricValue} (based on %{conversationCount} replies)"
      }
    },
    "DATE_RANGE_OPTIONS": {
@@ -441,7 +441,8 @@
      "LOADING_MESSAGE": "جارٍ تحميل مقاييس المحادثات...",
      "OPEN": "فتح",
      "UNATTENDED": "بدون حضور",
-      "UNASSIGNED": "غير مسند"
+      "UNASSIGNED": "غير مسند",
+      "PENDING": "معلق"
    },
    "CONVERSATION_HEATMAP": {
      "HEADER": "Conversation Traffic",
@@ -31,21 +31,24 @@
        "PLACEHOLDER": "SLA for premium customers"
      },
      "FIRST_RESPONSE_TIME": {
-        "LABEL": "First Response Time(Seconds)",
-        "PLACEHOLDER": "300 for 5 minutes"
+        "LABEL": "وقت الاستجابة الأولى",
+        "PLACEHOLDER": "5"
      },
      "NEXT_RESPONSE_TIME": {
-        "LABEL": "Next Response Time(Seconds)",
-        "PLACEHOLDER": "600 for 10 minutes"
+        "LABEL": "Next Response Time",
+        "PLACEHOLDER": "5"
      },
      "RESOLUTION_TIME": {
-        "LABEL": "Resolution Time(Seconds)",
-        "PLACEHOLDER": "86400 for 1 day"
+        "LABEL": "وقت إغلاق المحادثات",
+        "PLACEHOLDER": "60"
      },
      "BUSINESS_HOURS": {
        "LABEL": "ساعات العمل",
        "PLACEHOLDER": "Only during business hours"
      },
+      "THRESHOLD_TIME": {
+        "INVALID_FORMAT_ERROR": "Threshold should be a number and greater than zero"
+      },
      "EDIT": "تعديل",
      "CREATE": "إنشاء",
      "DELETE": "حذف",
@@ -319,7 +319,7 @@
      "HEADERS": {
        "TITLE": "Title",
        "CATEGORY": "Category",
-        "READ_COUNT": "Read count",
+        "READ_COUNT": "Views",
        "STATUS": "Статус",
        "LAST_EDITED": "Last edited"
      },
@@ -37,7 +37,7 @@
      },
      "REPLY_TIME": {
        "NAME": "Customer waiting time",
-        "TOOLTIP_TEXT": "Waiting time is %{metricValue} (based on %{conversationCount} conversations)"
+        "TOOLTIP_TEXT": "Waiting time is %{metricValue} (based on %{conversationCount} replies)"
      }
    },
    "DATE_RANGE_OPTIONS": {
@@ -441,7 +441,8 @@
      "LOADING_MESSAGE": "Loading conversation metrics...",
      "OPEN": "Отворен",
      "UNATTENDED": "Unattended",
-      "UNASSIGNED": "Неназначен"
+      "UNASSIGNED": "Неназначен",
+      "PENDING": "Предстоящ"
    },
    "CONVERSATION_HEATMAP": {
      "HEADER": "Conversation Traffic",
@@ -31,21 +31,24 @@
        "PLACEHOLDER": "SLA for premium customers"
      },
      "FIRST_RESPONSE_TIME": {
-        "LABEL": "First Response Time(Seconds)",
-        "PLACEHOLDER": "300 for 5 minutes"
+        "LABEL": "First Response Time",
+        "PLACEHOLDER": "5"
      },
      "NEXT_RESPONSE_TIME": {
-        "LABEL": "Next Response Time(Seconds)",
-        "PLACEHOLDER": "600 for 10 minutes"
+        "LABEL": "Next Response Time",
+        "PLACEHOLDER": "5"
      },
      "RESOLUTION_TIME": {
-        "LABEL": "Resolution Time(Seconds)",
-        "PLACEHOLDER": "86400 for 1 day"
+        "LABEL": "Resolution Time",
+        "PLACEHOLDER": "60"
      },
      "BUSINESS_HOURS": {
        "LABEL": "Business Hours",
        "PLACEHOLDER": "Only during business hours"
      },
+      "THRESHOLD_TIME": {
+        "INVALID_FORMAT_ERROR": "Threshold should be a number and greater than zero"
+      },
      "EDIT": "Редактирай",
      "CREATE": "Създаване",
      "DELETE": "Изтрий",
@@ -319,7 +319,7 @@
      "HEADERS": {
        "TITLE": "Title",
        "CATEGORY": "Category",
-        "READ_COUNT": "Read count",
+        "READ_COUNT": "Views",
        "STATUS": "Estat",
        "LAST_EDITED": "Last edited"
      },
@@ -37,7 +37,7 @@
      },
      "REPLY_TIME": {
        "NAME": "Customer waiting time",
-        "TOOLTIP_TEXT": "Waiting time is %{metricValue} (based on %{conversationCount} conversations)"
+        "TOOLTIP_TEXT": "Waiting time is %{metricValue} (based on %{conversationCount} replies)"
      }
    },
    "DATE_RANGE_OPTIONS": {
@@ -441,7 +441,8 @@
      "LOADING_MESSAGE": "Loading conversation metrics...",
      "OPEN": "Obrir",
      "UNATTENDED": "Unattended",
-      "UNASSIGNED": "Sense assignar"
+      "UNASSIGNED": "Sense assignar",
+      "PENDING": "Pendent"
    },
    "CONVERSATION_HEATMAP": {
      "HEADER": "Conversation Traffic",
@@ -31,21 +31,24 @@
        "PLACEHOLDER": "SLA for premium customers"
      },
      "FIRST_RESPONSE_TIME": {
-        "LABEL": "First Response Time(Seconds)",
-        "PLACEHOLDER": "300 for 5 minutes"
+        "LABEL": "First Response Time",
+        "PLACEHOLDER": "5"
      },
      "NEXT_RESPONSE_TIME": {
-        "LABEL": "Next Response Time(Seconds)",
-        "PLACEHOLDER": "600 for 10 minutes"
+        "LABEL": "Next Response Time",
+        "PLACEHOLDER": "5"
      },
      "RESOLUTION_TIME": {
-        "LABEL": "Resolution Time(Seconds)",
-        "PLACEHOLDER": "86400 for 1 day"
+        "LABEL": "Temps de resolució",
+        "PLACEHOLDER": "60"
      },
      "BUSINESS_HOURS": {
        "LABEL": "Business Hours",
        "PLACEHOLDER": "Only during business hours"
      },
+      "THRESHOLD_TIME": {
+        "INVALID_FORMAT_ERROR": "Threshold should be a number and greater than zero"
+      },
      "EDIT": "Edita",
      "CREATE": "Crear",
      "DELETE": "Esborrar",
@@ -319,7 +319,7 @@
      "HEADERS": {
        "TITLE": "Title",
        "CATEGORY": "Category",
-        "READ_COUNT": "Read count",
+        "READ_COUNT": "Views",
        "STATUS": "Stav",
        "LAST_EDITED": "Last edited"
      },
@@ -37,7 +37,7 @@
      },
      "REPLY_TIME": {
        "NAME": "Customer waiting time",
-        "TOOLTIP_TEXT": "Waiting time is %{metricValue} (based on %{conversationCount} conversations)"
+        "TOOLTIP_TEXT": "Waiting time is %{metricValue} (based on %{conversationCount} replies)"
      }
    },
    "DATE_RANGE_OPTIONS": {
@@ -441,7 +441,8 @@
      "LOADING_MESSAGE": "Loading conversation metrics...",
      "OPEN": "Otevřít",
      "UNATTENDED": "Unattended",
-      "UNASSIGNED": "Nepřiřazeno"
+      "UNASSIGNED": "Nepřiřazeno",
+      "PENDING": "Čekající"
    },
    "CONVERSATION_HEATMAP": {
      "HEADER": "Conversation Traffic",
@@ -31,21 +31,24 @@
        "PLACEHOLDER": "SLA for premium customers"
      },
      "FIRST_RESPONSE_TIME": {
-        "LABEL": "First Response Time(Seconds)",
-        "PLACEHOLDER": "300 for 5 minutes"
+        "LABEL": "First Response Time",
+        "PLACEHOLDER": "5"
      },
      "NEXT_RESPONSE_TIME": {
-        "LABEL": "Next Response Time(Seconds)",
-        "PLACEHOLDER": "600 for 10 minutes"
+        "LABEL": "Next Response Time",
+        "PLACEHOLDER": "5"
      },
      "RESOLUTION_TIME": {
-        "LABEL": "Resolution Time(Seconds)",
-        "PLACEHOLDER": "86400 for 1 day"
+        "LABEL": "Čas rozlišení",
+        "PLACEHOLDER": "60"
      },
      "BUSINESS_HOURS": {
        "LABEL": "Pracovní doba",
        "PLACEHOLDER": "Only during business hours"
      },
+      "THRESHOLD_TIME": {
+        "INVALID_FORMAT_ERROR": "Threshold should be a number and greater than zero"
+      },
      "EDIT": "Upravit",
      "CREATE": "Create",
      "DELETE": "Vymazat",
@@ -319,7 +319,7 @@
      "HEADERS": {
        "TITLE": "Titel",
        "CATEGORY": "Kategori",
-        "READ_COUNT": "Læse antal",
+        "READ_COUNT": "Views",
        "STATUS": "Status",
        "LAST_EDITED": "Sidst redigeret"
      },
@@ -37,7 +37,7 @@
      },
      "REPLY_TIME": {
        "NAME": "Customer waiting time",
-        "TOOLTIP_TEXT": "Waiting time is %{metricValue} (based on %{conversationCount} conversations)"
+        "TOOLTIP_TEXT": "Waiting time is %{metricValue} (based on %{conversationCount} replies)"
      }
    },
    "DATE_RANGE_OPTIONS": {
@@ -441,7 +441,8 @@
      "LOADING_MESSAGE": "Indlæser samtalemetrik...",
      "OPEN": "Åbn",
      "UNATTENDED": "Unattet",
-      "UNASSIGNED": "Ikke Tildelt"
+      "UNASSIGNED": "Ikke Tildelt",
+      "PENDING": "Afventer"
    },
    "CONVERSATION_HEATMAP": {
      "HEADER": "Conversation Traffic",
@@ -31,21 +31,24 @@
        "PLACEHOLDER": "SLA for premium customers"
      },
      "FIRST_RESPONSE_TIME": {
-        "LABEL": "First Response Time(Seconds)",
-        "PLACEHOLDER": "300 for 5 minutes"
+        "LABEL": "Første Respons Tid",
+        "PLACEHOLDER": "5"
      },
      "NEXT_RESPONSE_TIME": {
-        "LABEL": "Next Response Time(Seconds)",
-        "PLACEHOLDER": "600 for 10 minutes"
+        "LABEL": "Next Response Time",
+        "PLACEHOLDER": "5"
      },
      "RESOLUTION_TIME": {
-        "LABEL": "Resolution Time(Seconds)",
-        "PLACEHOLDER": "86400 for 1 day"
+        "LABEL": "Løsnings Tid",
+        "PLACEHOLDER": "60"
      },
      "BUSINESS_HOURS": {
        "LABEL": "Forretningstider",
        "PLACEHOLDER": "Only during business hours"
      },
+      "THRESHOLD_TIME": {
+        "INVALID_FORMAT_ERROR": "Threshold should be a number and greater than zero"
+      },
      "EDIT": "Rediger",
      "CREATE": "Opret",
      "DELETE": "Slet",
@@ -319,7 +319,7 @@
      "HEADERS": {
        "TITLE": "Titel",
        "CATEGORY": "Kategorie",
-        "READ_COUNT": "Gelesen",
+        "READ_COUNT": "Views",
        "STATUS": "Status",
        "LAST_EDITED": "Zuletzt bearbeitet"
      },
@@ -37,7 +37,7 @@
      },
      "REPLY_TIME": {
        "NAME": "Customer waiting time",
-        "TOOLTIP_TEXT": "Waiting time is %{metricValue} (based on %{conversationCount} conversations)"
+        "TOOLTIP_TEXT": "Waiting time is %{metricValue} (based on %{conversationCount} replies)"
      }
    },
    "DATE_RANGE_OPTIONS": {
@@ -441,7 +441,8 @@
      "LOADING_MESSAGE": "Konversationsdaten werden geladen...",
      "OPEN": "Öffnen",
      "UNATTENDED": "Unbeaufsichtigt",
-      "UNASSIGNED": "Nicht zugewiesen"
+      "UNASSIGNED": "Nicht zugewiesen",
+      "PENDING": "Ausstehend"
    },
    "CONVERSATION_HEATMAP": {
      "HEADER": "Gesprächsprotokoll",
@@ -31,21 +31,24 @@
        "PLACEHOLDER": "SLA for premium customers"
      },
      "FIRST_RESPONSE_TIME": {
-        "LABEL": "First Response Time(Seconds)",
-        "PLACEHOLDER": "300 for 5 minutes"
+        "LABEL": "Erste Antwortzeit",
+        "PLACEHOLDER": "5"
      },
      "NEXT_RESPONSE_TIME": {
-        "LABEL": "Next Response Time(Seconds)",
-        "PLACEHOLDER": "600 for 10 minutes"
+        "LABEL": "Next Response Time",
+        "PLACEHOLDER": "5"
      },
      "RESOLUTION_TIME": {
-        "LABEL": "Resolution Time(Seconds)",
-        "PLACEHOLDER": "86400 for 1 day"
+        "LABEL": "Lösungszeit",
+        "PLACEHOLDER": "60"
      },
      "BUSINESS_HOURS": {
        "LABEL": "Öffnungszeiten",
        "PLACEHOLDER": "Only during business hours"
      },
+      "THRESHOLD_TIME": {
+        "INVALID_FORMAT_ERROR": "Threshold should be a number and greater than zero"
+      },
      "EDIT": "Bearbeiten",
      "CREATE": "Erstellen",
      "DELETE": "Löschen",
@@ -319,7 +319,7 @@
      "HEADERS": {
        "TITLE": "Τίτλος",
        "CATEGORY": "Κατηγορία",
-        "READ_COUNT": "Πλήθος ανάγνωσεων",
+        "READ_COUNT": "Views",
        "STATUS": "Κατάσταση",
        "LAST_EDITED": "Τελευταία επεξεργασία"
      },
@@ -37,7 +37,7 @@
      },
      "REPLY_TIME": {
        "NAME": "Customer waiting time",
-        "TOOLTIP_TEXT": "Waiting time is %{metricValue} (based on %{conversationCount} conversations)"
+        "TOOLTIP_TEXT": "Waiting time is %{metricValue} (based on %{conversationCount} replies)"
      }
    },
    "DATE_RANGE_OPTIONS": {
@@ -441,7 +441,8 @@
      "LOADING_MESSAGE": "Φόρτωση μετρητών συνομιλίας...",
      "OPEN": "Άνοιγμα",
      "UNATTENDED": "Χωρίς Παρακολούθηση",
-      "UNASSIGNED": "Χωρίς Αντιστοίχιση"
+      "UNASSIGNED": "Χωρίς Αντιστοίχιση",
+      "PENDING": "Εκκρεμεί"
    },
    "CONVERSATION_HEATMAP": {
      "HEADER": "Conversation Traffic",
--- a/Show More
+++ b/Show More