Merge branch 'develop' into summaries

Gemfile.lock

@@ -541,9 +541,9 @@ GEM
       net-smtp
     marcel (1.0.4)
     maxminddb (0.1.22)
-    meta_request (0.8.5)
+    meta_request (0.8.3)
       rack-contrib (>= 1.1, < 3)
-      railties (>= 3.0.0, < 9)
+      railties (>= 3.0.0, < 8)
     method_source (1.1.0)
     mime-types (3.4.1)
       mime-types-data (~> 3.2015)

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

@@ -1,16 +1,14 @@
 class V2::Reports::Conversations::MetricBuilder < V2::Reports::Conversations::BaseReportBuilder
-  HIDEABLE_METRICS = %w[incoming_messages_count outgoing_messages_count reply_time].freeze
-
   def summary
     {
       conversations_count: count('conversations_count'),
-      incoming_messages_count: count_unless_hidden('incoming_messages_count'),
-      outgoing_messages_count: count_unless_hidden('outgoing_messages_count'),
+      incoming_messages_count: count('incoming_messages_count'),
+      outgoing_messages_count: count('outgoing_messages_count'),
       avg_first_response_time: count('avg_first_response_time'),
       avg_resolution_time: count('avg_resolution_time'),
       resolutions_count: count('resolutions_count'),
-      reply_time: count_unless_hidden('reply_time')
-    }.compact
+      reply_time: count('reply_time')
+    }
   end
 
   def bot_summary
@@ -26,18 +24,6 @@ class V2::Reports::Conversations::MetricBuilder < V2::Reports::Conversations::Ba
     builder_class(metric).new(account, builder_params(metric)).aggregate_value
   end
 
-  def count_unless_hidden(metric)
-    return nil if metric_hidden?(metric)
-
-    count(metric)
-  end
-
-  def metric_hidden?(metric)
-    return false unless HIDEABLE_METRICS.include?(metric)
-
-    (params[:hidden_metrics] || []).include?(metric)
-  end
-
   def builder_params(metric)
     params.merge({ metric: metric })
   end

app/builders/v2/reports/outgoing_messages_count_builder.rb

@@ -1,79 +0,0 @@
-class V2::Reports::OutgoingMessagesCountBuilder
-  include DateRangeHelper
-  attr_reader :account, :params
-
-  def initialize(account, params)
-    @account = account
-    @params = params
-  end
-
-  def build
-    send("build_by_#{params[:group_by]}")
-  end
-
-  private
-
-  def base_messages
-    account.messages.outgoing.unscope(:order).where(created_at: range)
-  end
-
-  def build_by_agent
-    counts = base_messages
-             .where(sender_type: 'User')
-             .where.not(sender_id: nil)
-             .group(:sender_id)
-             .count
-
-    user_names = account.users.where(id: counts.keys).index_by(&:id)
-
-    counts.map do |user_id, count|
-      user = user_names[user_id]
-      { id: user_id, name: user&.name, outgoing_messages_count: count }
-    end
-  end
-
-  def build_by_team
-    counts = base_messages
-             .joins('INNER JOIN conversations ON messages.conversation_id = conversations.id')
-             .where.not(conversations: { team_id: nil })
-             .group('conversations.team_id')
-             .count
-
-    team_names = account.teams.where(id: counts.keys).index_by(&:id)
-
-    counts.map do |team_id, count|
-      team = team_names[team_id]
-      { id: team_id, name: team&.name, outgoing_messages_count: count }
-    end
-  end
-
-  def build_by_inbox
-    counts = base_messages
-             .group(:inbox_id)
-             .count
-
-    inbox_names = account.inboxes.where(id: counts.keys).index_by(&:id)
-
-    counts.map do |inbox_id, count|
-      inbox = inbox_names[inbox_id]
-      { id: inbox_id, name: inbox&.name, outgoing_messages_count: count }
-    end
-  end
-
-  def build_by_label
-    counts = base_messages
-             .joins('INNER JOIN conversations ON messages.conversation_id = conversations.id')
-             .joins("INNER JOIN taggings ON taggings.taggable_id = conversations.id
-                     AND taggings.taggable_type = 'Conversation' AND taggings.context = 'labels'")
-             .joins('INNER JOIN tags ON tags.id = taggings.tag_id')
-             .group('tags.name')
-             .count
-
-    label_ids = account.labels.where(title: counts.keys).index_by(&:title)
-
-    counts.map do |label_name, count|
-      label = label_ids[label_name]
-      { id: label&.id, name: label_name, outgoing_messages_count: count }
-    end
-  end
-end

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

@@ -1,14 +1,10 @@
 class Api::V2::Accounts::ReportsController < Api::V1::Accounts::BaseController
   include Api::V2::Accounts::ReportsHelper
   include Api::V2::Accounts::HeatmapHelper
-  include Reports::MetricFilter
 
   before_action :check_authorization
 
   def index
-    # Return empty timeseries array for hidden metrics (preserves expected response shape)
-    return render json: [] if metric_hidden?(params[:metric])
-
     builder = V2::Reports::Conversations::ReportBuilder.new(Current.account, report_params)
     data = builder.timeseries
     render json: data
@@ -82,15 +78,6 @@ class Api::V2::Accounts::ReportsController < Api::V1::Accounts::BaseController
     render json: builder.build
   end
 
-  OUTGOING_MESSAGES_ALLOWED_GROUP_BY = %w[agent team inbox label].freeze
-
-  def outgoing_messages_count
-    return head :unprocessable_entity unless OUTGOING_MESSAGES_ALLOWED_GROUP_BY.include?(params[:group_by])
-
-    builder = V2::Reports::OutgoingMessagesCountBuilder.new(Current.account, outgoing_messages_count_params)
-    render json: builder.build
-  end
-
   private
 
   def generate_csv(filename, template)
@@ -116,8 +103,7 @@ class Api::V2::Accounts::ReportsController < Api::V1::Accounts::BaseController
     common_params.merge({
                           since: range[:current][:since],
                           until: range[:current][:until],
-                          timezone_offset: params[:timezone_offset],
-                          hidden_metrics: hidden_metrics
+                          timezone_offset: params[:timezone_offset]
                         })
   end
 
@@ -125,8 +111,7 @@ class Api::V2::Accounts::ReportsController < Api::V1::Accounts::BaseController
     common_params.merge({
                           since: range[:previous][:since],
                           until: range[:previous][:until],
-                          timezone_offset: params[:timezone_offset],
-                          hidden_metrics: hidden_metrics
+                          timezone_offset: params[:timezone_offset]
                         })
   end
 
@@ -186,12 +171,4 @@ class Api::V2::Accounts::ReportsController < Api::V1::Accounts::BaseController
       until: params[:until]
     }
   end
-
-  def outgoing_messages_count_params
-    {
-      group_by: params[:group_by],
-      since: params[:since],
-      until: params[:until]
-    }
-  end
 end

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

@@ -1,6 +1,4 @@
 class Api::V2::Accounts::SummaryReportsController < Api::V1::Accounts::BaseController
-  include Reports::MetricFilter
-
   before_action :check_authorization
   before_action :prepare_builder_params, only: [:agent, :team, :inbox, :label, :channel]
 
@@ -42,7 +40,7 @@ class Api::V2::Accounts::SummaryReportsController < Api::V1::Accounts::BaseContr
 
   def render_report_with(builder_class)
     builder = builder_class.new(account: Current.account, params: @builder_params)
-    render json: filter_hidden_metrics_from_array(builder.build)
+    render json: builder.build
   end
 
   def permitted_params

app/controllers/concerns/reports/metric_filter.rb

@@ -1,59 +0,0 @@
-module Reports::MetricFilter
-  extend ActiveSupport::Concern
-
-  HIDEABLE_METRICS = %w[outgoing_messages_count incoming_messages_count reply_time].freeze
-
-  # Alias mapping (canonical form)
-  METRIC_ALIASES = {
-    'avg_reply_time' => 'reply_time'
-  }.freeze
-
-  private
-
-  def filter_hidden_metrics_from_hash(data)
-    return data if hidden_metrics.blank?
-
-    data.reject { |key, _| metric_key_hidden?(key) }
-  end
-
-  def filter_hidden_metrics_from_array(data)
-    return data if hidden_metrics.blank?
-
-    data.map { |item| item.reject { |key, _| metric_key_hidden?(key) } }
-  end
-
-  # Filter summary data including nested 'previous' key (handles both symbol and string keys)
-  def filter_summary_with_previous(data)
-    return data if hidden_metrics.blank?
-
-    filtered = filter_hidden_metrics_from_hash(data)
-    previous_data = filtered[:previous] || filtered['previous']
-    if previous_data.present?
-      filtered_previous = filter_hidden_metrics_from_hash(previous_data)
-      # Preserve the original key type
-      if filtered.key?(:previous)
-        filtered[:previous] = filtered_previous
-      else
-        filtered['previous'] = filtered_previous
-      end
-    end
-    filtered
-  end
-
-  def hidden_metrics
-    @hidden_metrics ||= (Current.account.report_hidden_metrics || []) & HIDEABLE_METRICS
-  end
-
-  def metric_hidden?(metric_name)
-    # Normalize to canonical form (e.g., avg_reply_time -> reply_time)
-    normalized = METRIC_ALIASES[metric_name.to_s] || metric_name.to_s
-    hidden_metrics.include?(normalized)
-  end
-
-  # Check if a hash key should be hidden (handles both symbol and string keys, plus aliases)
-  def metric_key_hidden?(key)
-    key_str = key.to_s
-    normalized = METRIC_ALIASES[key_str] || key_str
-    hidden_metrics.include?(normalized)
-  end
-end

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

@@ -37,14 +37,17 @@ class TasksAPI extends ApiClient {
   /**
    * Summarizes a conversation.
    * @param {string} conversationId - The conversation ID to summarize.
-   * @param {AbortSignal} [signal] - AbortSignal to cancel the request.
+   * @param {Object} [options] - Additional options.
+   * @param {boolean} [options.forceRegenerate] - Force regeneration of cached summary.
+   * @param {AbortSignal} [options.signal] - AbortSignal to cancel the request.
    * @returns {Promise} A promise that resolves with the summary.
    */
-  summarize(conversationId, signal) {
+  summarize(conversationId, { forceRegenerate = false, signal } = {}) {
     return axios.post(
       `${this.url}/summarize`,
       {
         conversation_display_id: conversationId,
+        force_regenerate: forceRegenerate,
       },
       { signal }
     );

app/javascript/dashboard/components/widgets/conversation/ConversationCard.vue

@@ -1,6 +1,7 @@
 <script setup>
 import { computed, ref } from 'vue';
 import { useRouter } from 'vue-router';
+import { useI18n } from 'vue-i18n';
 import { useStore, useMapGetter } from 'dashboard/composables/store';
 import { getLastMessage } from 'dashboard/helper/conversationHelper';
 import { frontendURL, conversationUrl } from 'dashboard/helper/URLHelper';
@@ -14,6 +15,8 @@ import PriorityMark from './PriorityMark.vue';
 import SLACardLabel from './components/SLACardLabel.vue';
 import ContextMenu from 'dashboard/components/ui/ContextMenu.vue';
 import VoiceCallStatus from './VoiceCallStatus.vue';
+import ConversationSummary from './ConversationSummary.vue';
+import Spinner from 'dashboard/components-next/spinner/Spinner.vue';
 
 const props = defineProps({
   activeLabel: { type: String, default: '' },
@@ -46,8 +49,10 @@ const emit = defineEmits([
 
 const router = useRouter();
 const store = useStore();
+const { t } = useI18n();
 
 const hovered = ref(false);
+const summaryRef = ref(null);
 const showContextMenu = ref(false);
 const contextMenu = ref({
   x: null,
@@ -344,12 +349,15 @@ const deleteConversation = () => {
         class="absolute flex flex-col ltr:right-3 rtl:left-3"
         :class="showMetaSection ? 'top-8' : 'top-4'"
       >
-        <span class="ml-auto font-normal leading-4 text-xxs">
-          <TimeAgo
-            :last-activity-timestamp="chat.timestamp"
-            :created-at-timestamp="chat.created_at"
-          />
-        </span>
+        <div class="flex items-center gap-1 ml-auto">
+          <ConversationSummary ref="summaryRef" :chat="chat" />
+          <span class="font-normal leading-4 text-xxs">
+            <TimeAgo
+              :last-activity-timestamp="chat.timestamp"
+              :created-at-timestamp="chat.created_at"
+            />
+          </span>
+        </div>
         <span
           class="shadow-lg rounded-full text-xxs font-semibold h-4 leading-4 ltr:ml-auto rtl:mr-auto mt-1 min-w-[1rem] px-1 py-0 text-center text-white bg-n-teal-9"
           :class="hasUnread ? 'block' : 'hidden'"
@@ -366,6 +374,26 @@ const deleteConversation = () => {
           <SLACardLabel :chat="chat" class="ltr:mr-1 rtl:ml-1" />
         </template>
       </CardLabels>
+      <!-- Expanded Summary Section -->
+      <div
+        v-if="summaryRef?.isExpanded"
+        class="mt-2 mx-2 mb-1 p-3 bg-n-alpha-1 dark:bg-n-alpha-2 rounded-lg"
+      >
+        <div v-if="summaryRef?.isLoading" class="flex items-center gap-2">
+          <Spinner :size="16" class="text-n-slate-10" />
+          <span class="text-xs text-n-slate-11">
+            {{ t('CHAT_LIST.SUMMARY.LOADING') }}
+          </span>
+        </div>
+        <div v-else-if="summaryRef?.error" class="text-xs text-n-ruby-11">
+          {{ summaryRef.error }}
+        </div>
+        <div
+          v-else-if="summaryRef?.formattedSummary"
+          class="text-xs text-n-slate-11 [&_ul]:list-disc [&_ul]:pl-4 [&_ol]:list-decimal [&_ol]:pl-4 [&_li]:my-0.5 [&_p]:my-1 [&_p:first-child]:mt-0 [&_p:last-child]:mb-0 [&_strong]:text-n-slate-12"
+          v-html="summaryRef.formattedSummary"
+        />
+      </div>
     </div>
     <ContextMenu
       v-if="showContextMenu"

app/javascript/dashboard/components/widgets/conversation/ConversationSummary.vue

@@ -0,0 +1,116 @@
+<script setup>
+import { ref, computed } from 'vue';
+import { useI18n } from 'vue-i18n';
+import { useStore } from 'dashboard/composables/store';
+import { useAccount } from 'dashboard/composables/useAccount';
+import { useMessageFormatter } from 'shared/composables/useMessageFormatter';
+import { FEATURE_FLAGS } from 'dashboard/featureFlags';
+import TasksAPI from 'dashboard/api/captain/tasks';
+import Button from 'dashboard/components-next/button/Button.vue';
+import { useTrack } from 'dashboard/composables';
+import { CAPTAIN_EVENTS } from 'dashboard/helper/AnalyticsHelper/events';
+
+const props = defineProps({
+  chat: {
+    type: Object,
+    required: true,
+  },
+});
+
+const { t } = useI18n();
+const store = useStore();
+const { isCloudFeatureEnabled } = useAccount();
+const { formatMessage } = useMessageFormatter();
+
+const isExpanded = ref(false);
+const isLoading = ref(false);
+const error = ref('');
+
+const captainTasksEnabled = computed(() => {
+  return isCloudFeatureEnabled(FEATURE_FLAGS.CAPTAIN_TASKS);
+});
+
+const cachedSummary = computed(() => props.chat?.cached_summary || '');
+const cachedSummaryAt = computed(() => props.chat?.cached_summary_at || 0);
+const lastActivityAt = computed(() => props.chat?.last_activity_at || 0);
+
+const isStale = computed(() => {
+  if (!cachedSummaryAt.value) return true;
+  return lastActivityAt.value > cachedSummaryAt.value;
+});
+
+const formattedSummary = computed(() => {
+  return cachedSummary.value ? formatMessage(cachedSummary.value) : '';
+});
+
+const fetchSummary = async () => {
+  isLoading.value = true;
+  error.value = '';
+  try {
+    const result = await TasksAPI.summarize(props.chat.id, {
+      forceRegenerate: false,
+    });
+    const {
+      data: { message: generatedSummary },
+    } = result;
+
+    if (generatedSummary) {
+      store.dispatch('updateConversationCachedSummary', {
+        conversationId: props.chat.id,
+        cachedSummary: generatedSummary,
+        cachedSummaryAt: Math.floor(Date.now() / 1000),
+      });
+    }
+  } catch (e) {
+    if (e.name !== 'AbortError' && e.name !== 'CanceledError') {
+      error.value = e.response?.data?.error || t('CHAT_LIST.SUMMARY.ERROR');
+    }
+  } finally {
+    isLoading.value = false;
+  }
+};
+
+const toggleSummary = async () => {
+  if (isExpanded.value) {
+    isExpanded.value = false;
+    return;
+  }
+  isExpanded.value = true;
+  useTrack(CAPTAIN_EVENTS.SUMMARIZE_USED, {
+    conversationId: props.chat.id,
+    uiFrom: 'conversation_list',
+  });
+  // Only fetch if no cached summary
+  if (!cachedSummary.value && !error.value) {
+    await fetchSummary();
+  }
+};
+
+const onButtonClick = e => {
+  e.stopPropagation();
+  toggleSummary();
+};
+
+defineExpose({
+  isExpanded,
+  isLoading,
+  error,
+  formattedSummary,
+  captainTasksEnabled,
+  isStale,
+});
+</script>
+
+<template>
+  <Button
+    v-if="captainTasksEnabled"
+    icon="i-material-symbols-auto-awesome"
+    slate
+    ghost
+    xs
+    :title="t('CHAT_LIST.SUMMARY.TITLE')"
+    class="opacity-0 group-hover:opacity-100 transition-opacity"
+    :class="{ '!opacity-100': isExpanded }"
+    @click="onButtonClick"
+  />
+</template>

app/javascript/dashboard/composables/useCopilotReply.js

@@ -34,11 +34,21 @@ function getEventPrefix(action) {
  * @param {string} action - The action type
  * @param {number} conversationId - The conversation ID
  * @param {number} [followUpCount] - Optional follow-up count
+ * @param {string} [uiFrom] - Optional UI source identifier
  * @returns {Object} The payload object
  */
-function buildPayload(action, conversationId, followUpCount = undefined) {
+function buildPayload(
+  action,
+  conversationId,
+  followUpCount = undefined,
+  uiFrom = undefined
+) {
   const payload = { conversationId };
 
+  if (uiFrom) {
+    payload.uiFrom = uiFrom;
+  }
+
   // Add operation for rewrite actions
   if (REWRITE_ACTIONS.includes(action)) {
     payload.operation = action;
@@ -75,6 +85,7 @@ export function useCopilotReply() {
   const trackedConversationId = ref(null);
 
   const conversationId = computed(() => currentChat.value?.id);
+  const uiFrom = 'editor';
 
   const isActive = computed(() => showEditor.value || isGenerating.value);
   const isButtonDisabled = computed(
@@ -97,7 +108,8 @@ export function useCopilotReply() {
         buildPayload(
           currentAction.value,
           trackedConversationId.value,
-          followUpCount.value
+          followUpCount.value,
+          uiFrom
         )
       );
     }
@@ -168,7 +180,7 @@ export function useCopilotReply() {
           const eventKey = `${getEventPrefix(action)}_USED`;
           useTrack(
             CAPTAIN_EVENTS[eventKey],
-            buildPayload(action, trackedConversationId.value)
+            buildPayload(action, trackedConversationId.value, undefined, uiFrom)
           );
         }
         isGenerating.value = false;
@@ -194,6 +206,7 @@ export function useCopilotReply() {
     // Track follow-up sent event
     useTrack(CAPTAIN_EVENTS.FOLLOW_UP_SENT, {
       conversationId: trackedConversationId.value,
+      uiFrom,
     });
     followUpCount.value += 1;
 
@@ -237,7 +250,8 @@ export function useCopilotReply() {
         buildPayload(
           currentAction.value,
           trackedConversationId.value,
-          followUpCount.value
+          followUpCount.value,
+          uiFrom
         )
       );
     }

app/javascript/dashboard/composables/useHiddenMetrics.js

@@ -1,29 +0,0 @@
-import { computed } from 'vue';
-import { useAccount } from './useAccount';
-
-// Alias mapping for consistency (canonical form is reply_time)
-const METRIC_ALIASES = {
-  avg_reply_time: 'reply_time',
-};
-
-export function useHiddenMetrics() {
-  const { currentAccount } = useAccount();
-
-  const hiddenMetrics = computed(() => {
-    return currentAccount.value?.settings?.report_hidden_metrics || [];
-  });
-
-  const isMetricHidden = metricKey => {
-    const normalized = METRIC_ALIASES[metricKey] || metricKey;
-    return hiddenMetrics.value.includes(normalized);
-  };
-
-  const filterVisibleReportKeys = reportKeys => {
-    // Filter out hidden metrics from reportKeys object
-    return Object.fromEntries(
-      Object.entries(reportKeys).filter(([, value]) => !isMetricHidden(value))
-    );
-  };
-
-  return { hiddenMetrics, isMetricHidden, filterVisibleReportKeys };
-}

app/javascript/dashboard/composables/useUISettings.js

@@ -2,6 +2,7 @@ import { computed } from 'vue';
 import { useStore, useStoreGetters } from 'dashboard/composables/store';
 
 export const DEFAULT_CONVERSATION_SIDEBAR_ITEMS_ORDER = Object.freeze([
+  { name: 'conversation_summary' },
   { name: 'conversation_actions' },
   { name: 'macros' },
   { name: 'conversation_info' },

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

@@ -137,6 +137,11 @@
     "HIDE_QUOTED_TEXT": "Hide Quoted Text",
     "SHOW_QUOTED_TEXT": "Show Quoted Text",
     "MESSAGE_READ": "Read",
-    "SENDING": "Sending"
+    "SENDING": "Sending",
+    "SUMMARY": {
+      "TITLE": "Generate Summary",
+      "LOADING": "Generating summary...",
+      "ERROR": "Failed to generate summary"
+    }
   }
 }

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

@@ -349,6 +349,7 @@
       "CONVERSATION_ACTIONS": "Conversation Actions",
       "CONVERSATION_LABELS": "Conversation Labels",
       "CONVERSATION_INFO": "Conversation Information",
+      "CONVERSATION_SUMMARY": "AI Summary",
       "CONTACT_NOTES": "Contact Notes",
       "CONTACT_ATTRIBUTES": "Contact Attributes",
       "PREVIOUS_CONVERSATION": "Previous Conversations",
@@ -356,6 +357,16 @@
       "LINEAR_ISSUES": "Linked Linear Issues",
       "SHOPIFY_ORDERS": "Shopify Orders"
     },
+    "SUMMARY": {
+      "DESCRIPTION": "Generate an AI-powered summary of this conversation",
+      "GENERATE": "Generate Summary",
+      "REGENERATE": "Regenerate",
+      "REFRESH": "Refresh",
+      "RETRY": "Retry",
+      "STALE": "Summary may be outdated",
+      "ERROR": "Failed to generate summary",
+      "EMPTY": "No summary available"
+    },
     "SHOPIFY": {
       "ORDER_ID": "Order #{id}",
       "ERROR": "Error loading orders",

app/javascript/dashboard/routes/dashboard/conversation/ContactPanel.vue

@@ -13,6 +13,7 @@ import AccordionItem from 'dashboard/components/Accordion/AccordionItem.vue';
 import ContactConversations from './ContactConversations.vue';
 import ConversationAction from './ConversationAction.vue';
 import ConversationParticipant from './ConversationParticipant.vue';
+import ConversationSummary from './ConversationSummary.vue';
 import ContactInfo from './contact/ContactInfo.vue';
 import ContactNotes from './contact/ContactNotes.vue';
 import ConversationInfo from './ConversationInfo.vue';
@@ -44,6 +45,7 @@ const {
 
 const dragging = ref(false);
 const conversationSidebarItems = ref([]);
+const summaryRef = ref(null);
 
 const shopifyIntegration = useFunctionGetter(
   'integrations/getIntegration',
@@ -60,6 +62,10 @@ const isLinearFeatureEnabled = computed(() =>
   isCloudFeatureEnabled(FEATURE_FLAGS.LINEAR)
 );
 
+const isCaptainTasksEnabled = computed(() =>
+  isCloudFeatureEnabled(FEATURE_FLAGS.CAPTAIN_TASKS)
+);
+
 const linearIntegration = useFunctionGetter(
   'integrations/getIntegration',
   'linear'
@@ -150,7 +156,31 @@ onMounted(() => {
       >
         <template #item="{ element }">
           <div
-            v-if="element.name === 'conversation_actions'"
+            v-if="
+              element.name === 'conversation_summary' && isCaptainTasksEnabled
+            "
+          >
+            <AccordionItem
+              :title="$t('CONVERSATION_SIDEBAR.ACCORDION.CONVERSATION_SUMMARY')"
+              :is-open="isContactSidebarItemOpen('is_conv_summary_open')"
+              compact
+              @toggle="
+                value => {
+                  toggleSidebarUIState('is_conv_summary_open', value);
+                  if (value && summaryRef) {
+                    summaryRef.fetchSummary();
+                  }
+                }
+              "
+            >
+              <ConversationSummary
+                ref="summaryRef"
+                :conversation-id="conversationId"
+              />
+            </AccordionItem>
+          </div>
+          <div
+            v-else-if="element.name === 'conversation_actions'"
             class="conversation--actions"
           >
             <AccordionItem

app/javascript/dashboard/routes/dashboard/conversation/ConversationSummary.vue

@@ -0,0 +1,179 @@
+<script setup>
+import { ref, computed, watch } from 'vue';
+import { useI18n } from 'vue-i18n';
+import { useStore, useMapGetter } from 'dashboard/composables/store';
+import { useAccount } from 'dashboard/composables/useAccount';
+import { useMessageFormatter } from 'shared/composables/useMessageFormatter';
+import { FEATURE_FLAGS } from 'dashboard/featureFlags';
+import TasksAPI from 'dashboard/api/captain/tasks';
+import Button from 'dashboard/components-next/button/Button.vue';
+import Spinner from 'dashboard/components-next/spinner/Spinner.vue';
+import { useTrack } from 'dashboard/composables';
+import { CAPTAIN_EVENTS } from 'dashboard/helper/AnalyticsHelper/events';
+
+const props = defineProps({
+  conversationId: {
+    type: [Number, String],
+    required: true,
+  },
+});
+
+const { t } = useI18n();
+const store = useStore();
+const { isCloudFeatureEnabled } = useAccount();
+const { formatMessage } = useMessageFormatter();
+
+const currentChat = useMapGetter('getSelectedChat');
+const isLoading = ref(false);
+const error = ref('');
+
+const captainTasksEnabled = computed(() => {
+  return isCloudFeatureEnabled(FEATURE_FLAGS.CAPTAIN_TASKS);
+});
+
+const cachedSummary = computed(() => currentChat.value?.cached_summary || '');
+const cachedSummaryAt = computed(
+  () => currentChat.value?.cached_summary_at || 0
+);
+const lastActivityAt = computed(() => currentChat.value?.last_activity_at || 0);
+const uiFrom = 'conversation_sidebar';
+
+const isStale = computed(() => {
+  if (!cachedSummaryAt.value) return true;
+  return lastActivityAt.value > cachedSummaryAt.value;
+});
+
+const hasSummary = computed(() => !!cachedSummary.value);
+
+const formattedSummary = computed(() => {
+  return cachedSummary.value ? formatMessage(cachedSummary.value) : '';
+});
+
+const fetchSummary = async (forceRegenerate = false) => {
+  if (!captainTasksEnabled.value) return;
+
+  isLoading.value = true;
+  error.value = '';
+
+  try {
+    const result = await TasksAPI.summarize(props.conversationId, {
+      forceRegenerate,
+    });
+    const {
+      data: { message: generatedSummary },
+    } = result;
+
+    if (generatedSummary) {
+      store.dispatch('updateConversationCachedSummary', {
+        conversationId: currentChat.value.id,
+        cachedSummary: generatedSummary,
+        cachedSummaryAt: Math.floor(Date.now() / 1000),
+      });
+    }
+  } catch (e) {
+    if (e.name !== 'AbortError' && e.name !== 'CanceledError') {
+      error.value =
+        e.response?.data?.error || t('CONVERSATION_SIDEBAR.SUMMARY.ERROR');
+    }
+  } finally {
+    isLoading.value = false;
+  }
+};
+
+const trackSummary = action => {
+  useTrack(CAPTAIN_EVENTS.SUMMARIZE_USED, {
+    conversationId: props.conversationId,
+    uiFrom,
+    action,
+  });
+};
+
+const generateSummary = () => {
+  trackSummary('generate');
+  return fetchSummary(false);
+};
+
+const regenerate = () => {
+  trackSummary('regenerate');
+  return fetchSummary(true);
+};
+
+const retryGenerate = () => {
+  trackSummary('retry');
+  return fetchSummary(true);
+};
+
+watch(
+  () => props.conversationId,
+  () => {
+    error.value = '';
+  }
+);
+
+defineExpose({
+  fetchSummary,
+  captainTasksEnabled,
+  cachedSummary,
+  isStale,
+});
+</script>
+
+<template>
+  <div v-if="captainTasksEnabled" class="p-3">
+    <div v-if="isLoading" class="flex items-center justify-center py-4">
+      <Spinner :size="20" class="text-n-slate-10" />
+    </div>
+
+    <div v-else-if="error" class="text-sm text-n-ruby-11">
+      {{ error }}
+      <Button
+        :label="t('CONVERSATION_SIDEBAR.SUMMARY.RETRY')"
+        size="sm"
+        variant="link"
+        class="ml-2"
+        @click="retryGenerate"
+      />
+    </div>
+
+    <div v-else-if="!hasSummary" class="flex flex-col items-center gap-3 py-2">
+      <p class="text-sm text-n-slate-11 text-center mb-0">
+        {{ t('CONVERSATION_SIDEBAR.SUMMARY.DESCRIPTION') }}
+      </p>
+      <Button
+        :label="t('CONVERSATION_SIDEBAR.SUMMARY.GENERATE')"
+        icon="i-material-symbols-auto-awesome"
+        size="sm"
+        @click="generateSummary"
+      />
+    </div>
+
+    <template v-else>
+      <div
+        v-if="isStale"
+        class="flex items-center gap-2 mb-2 text-xs text-n-amber-11"
+      >
+        <span>{{ t('CONVERSATION_SIDEBAR.SUMMARY.STALE') }}</span>
+        <Button
+          :label="t('CONVERSATION_SIDEBAR.SUMMARY.REFRESH')"
+          size="xs"
+          variant="link"
+          @click="regenerate"
+        />
+      </div>
+      <div
+        class="summary-content text-sm text-n-slate-11 [&_ul]:list-disc [&_ul]:pl-4 [&_ol]:list-decimal [&_ol]:pl-4 [&_li]:my-1 [&_p]:my-2 [&_p:first-child]:mt-0 [&_p:last-child]:mb-0 [&_strong]:text-n-slate-12"
+        v-html="formattedSummary"
+      />
+      <div class="mt-3 pt-3 border-t border-n-weak">
+        <Button
+          :label="t('CONVERSATION_SIDEBAR.SUMMARY.REGENERATE')"
+          icon="i-lucide-refresh-cw"
+          size="sm"
+          variant="faded"
+          color="slate"
+          @click="regenerate"
+        />
+      </div>
+    </template>
+  </div>
+</template>

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

@@ -1,7 +1,6 @@
 <script>
 import V4Button from 'dashboard/components-next/button/Button.vue';
 import { useAlert, useTrack } from 'dashboard/composables';
-import { useHiddenMetrics } from 'dashboard/composables/useHiddenMetrics';
 import ReportFilterSelector from './components/FilterSelector.vue';
 import { GROUP_BY_FILTER } from './constants';
 import { REPORTS_EVENTS } from '../../../../helper/AnalyticsHelper/events';
@@ -9,7 +8,7 @@ import { generateFileName } from 'dashboard/helper/downloadHelper';
 import ReportContainer from './ReportContainer.vue';
 import ReportHeader from './components/ReportHeader.vue';
 
-const ALL_REPORTS_KEYS = {
+const REPORTS_KEYS = {
   CONVERSATIONS: 'conversations_count',
   INCOMING_MESSAGES: 'incoming_messages_count',
   OUTGOING_MESSAGES: 'outgoing_messages_count',
@@ -27,10 +26,6 @@ export default {
     ReportContainer,
     V4Button,
   },
-  setup() {
-    const { filterVisibleReportKeys } = useHiddenMetrics();
-    return { filterVisibleReportKeys };
-  },
   data() {
     return {
       from: 0,
@@ -39,11 +34,6 @@ export default {
       businessHours: false,
     };
   },
-  computed: {
-    reportKeys() {
-      return this.filterVisibleReportKeys(ALL_REPORTS_KEYS);
-    },
-  },
   methods: {
     fetchAllData() {
       this.fetchAccountSummary();
@@ -57,10 +47,18 @@ export default {
       }
     },
     fetchChartData() {
-      Object.keys(this.reportKeys).forEach(async key => {
+      [
+        'CONVERSATIONS',
+        'INCOMING_MESSAGES',
+        'OUTGOING_MESSAGES',
+        'FIRST_RESPONSE_TIME',
+        'RESOLUTION_TIME',
+        'RESOLUTION_COUNT',
+        'REPLY_TIME',
+      ].forEach(async key => {
         try {
           await this.$store.dispatch('fetchAccountReport', {
-            metric: this.reportKeys[key],
+            metric: REPORTS_KEYS[key],
             ...this.getRequestPayload(),
           });
         } catch {
@@ -123,6 +121,6 @@ export default {
       show-group-by-filter
       @filter-change="onFilterChange"
     />
-    <ReportContainer :group-by="groupBy" :report-keys="reportKeys" />
+    <ReportContainer :group-by="groupBy" />
   </div>
 </template>

app/javascript/dashboard/routes/dashboard/settings/reports/components/SummaryReports.vue

@@ -2,7 +2,6 @@
 import ReportFilterSelector from './FilterSelector.vue';
 import { formatTime } from '@chatwoot/utils';
 import { useStore, useMapGetter } from 'dashboard/composables/store';
-import { useHiddenMetrics } from 'dashboard/composables/useHiddenMetrics';
 import Table from 'dashboard/components/table/Table.vue';
 import { generateFileName } from 'dashboard/helper/downloadHelper';
 import {
@@ -45,7 +44,6 @@ import SummaryReportLink from './SummaryReportLink.vue';
 
 const rowItems = useMapGetter([props.getterKey]) || [];
 const reportMetrics = useMapGetter([props.summaryKey]) || [];
-const { isMetricHidden } = useHiddenMetrics();
 
 const getMetrics = id =>
   reportMetrics.value.find(metrics => metrics.id === Number(id)) || {};
@@ -61,42 +59,38 @@ const defaulSpanRender = cellProps =>
     cellProps.getValue()
   );
 
-const columns = computed(() => {
-  const allColumns = [
-    columnHelper.accessor('name', {
-      header: t(`SUMMARY_REPORTS.${props.type.toUpperCase()}`),
-      width: 300,
-      cell: cellProps => h(SummaryReportLink, cellProps),
-    }),
-    columnHelper.accessor('conversationsCount', {
-      header: t('SUMMARY_REPORTS.CONVERSATIONS'),
-      width: 200,
-      cell: defaulSpanRender,
-    }),
-    columnHelper.accessor('avgFirstResponseTime', {
-      header: t('SUMMARY_REPORTS.AVG_FIRST_RESPONSE_TIME'),
-      width: 200,
-      cell: defaulSpanRender,
-    }),
-    columnHelper.accessor('avgResolutionTime', {
-      header: t('SUMMARY_REPORTS.AVG_RESOLUTION_TIME'),
-      width: 200,
-      cell: defaulSpanRender,
-    }),
-    !isMetricHidden('reply_time') &&
-      columnHelper.accessor('avgReplyTime', {
-        header: t('SUMMARY_REPORTS.AVG_REPLY_TIME'),
-        width: 200,
-        cell: defaulSpanRender,
-      }),
-    columnHelper.accessor('resolutionsCount', {
-      header: t('SUMMARY_REPORTS.RESOLUTION_COUNT'),
-      width: 200,
-      cell: defaulSpanRender,
-    }),
-  ];
-  return allColumns.filter(Boolean);
-});
+const columns = computed(() => [
+  columnHelper.accessor('name', {
+    header: t(`SUMMARY_REPORTS.${props.type.toUpperCase()}`),
+    width: 300,
+    cell: cellProps => h(SummaryReportLink, cellProps),
+  }),
+  columnHelper.accessor('conversationsCount', {
+    header: t('SUMMARY_REPORTS.CONVERSATIONS'),
+    width: 200,
+    cell: defaulSpanRender,
+  }),
+  columnHelper.accessor('avgFirstResponseTime', {
+    header: t('SUMMARY_REPORTS.AVG_FIRST_RESPONSE_TIME'),
+    width: 200,
+    cell: defaulSpanRender,
+  }),
+  columnHelper.accessor('avgResolutionTime', {
+    header: t('SUMMARY_REPORTS.AVG_RESOLUTION_TIME'),
+    width: 200,
+    cell: defaulSpanRender,
+  }),
+  columnHelper.accessor('avgReplyTime', {
+    header: t('SUMMARY_REPORTS.AVG_REPLY_TIME'),
+    width: 200,
+    cell: defaulSpanRender,
+  }),
+  columnHelper.accessor('resolutionsCount', {
+    header: t('SUMMARY_REPORTS.RESOLUTION_COUNT'),
+    width: 200,
+    cell: defaulSpanRender,
+  }),
+]);
 
 const renderAvgTime = value => (value ? formatTime(value) : '--');
 

app/javascript/dashboard/routes/dashboard/settings/reports/components/WootReports.vue

@@ -1,7 +1,6 @@
 <script>
 import V4Button from 'dashboard/components-next/button/Button.vue';
 import { useAlert, useTrack } from 'dashboard/composables';
-import { useHiddenMetrics } from 'dashboard/composables/useHiddenMetrics';
 import ReportFilters from './ReportFilters.vue';
 import ReportContainer from '../ReportContainer.vue';
 import { GROUP_BY_FILTER } from '../constants';
@@ -64,10 +63,6 @@ export default {
       default: null,
     },
   },
-  setup() {
-    const { filterVisibleReportKeys } = useHiddenMetrics();
-    return { filterVisibleReportKeys };
-  },
   data() {
     return {
       from: 0,
@@ -87,7 +82,7 @@ export default {
       return this.type === 'agent';
     },
     reportKeys() {
-      const allKeys = {
+      return {
         CONVERSATIONS: 'conversations_count',
         ...(!this.isAgentType && {
           INCOMING_MESSAGES: 'incoming_messages_count',
@@ -98,8 +93,6 @@ export default {
         RESOLUTION_COUNT: 'resolutions_count',
         REPLY_TIME: 'reply_time',
       };
-      // Filter out hidden metrics
-      return this.filterVisibleReportKeys(allKeys);
     },
   },
   mounted() {

app/javascript/dashboard/store/modules/conversations/actions.js

@@ -412,6 +412,17 @@ const actions = {
     });
   },
 
+  updateConversationCachedSummary(
+    { commit },
+    { conversationId, cachedSummary, cachedSummaryAt }
+  ) {
+    commit(types.UPDATE_CONVERSATION_CACHED_SUMMARY, {
+      conversationId,
+      cachedSummary,
+      cachedSummaryAt,
+    });
+  },
+
   setChatStatusFilter({ commit }, data) {
     commit(types.CHANGE_CHAT_STATUS_FILTER, data);
   },

app/javascript/dashboard/store/modules/conversations/index.js

@@ -116,6 +116,16 @@ export const mutations = {
       chat.last_activity_at = lastActivityAt;
     }
   },
+  [types.UPDATE_CONVERSATION_CACHED_SUMMARY](
+    _state,
+    { conversationId, cachedSummary, cachedSummaryAt }
+  ) {
+    const [chat] = _state.allConversations.filter(c => c.id === conversationId);
+    if (chat) {
+      chat.cached_summary = cachedSummary;
+      chat.cached_summary_at = cachedSummaryAt;
+    }
+  },
   [types.ASSIGN_PRIORITY](_state, { priority, conversationId }) {
     const [chat] = _state.allConversations.filter(c => c.id === conversationId);
     chat.priority = priority;

app/javascript/dashboard/store/mutation-types.js

@@ -51,6 +51,7 @@ export default {
   UPDATE_CONVERSATION_CUSTOM_ATTRIBUTES:
     'UPDATE_CONVERSATION_CUSTOM_ATTRIBUTES',
   UPDATE_CONVERSATION_LAST_ACTIVITY: 'UPDATE_CONVERSATION_LAST_ACTIVITY',
+  UPDATE_CONVERSATION_CACHED_SUMMARY: 'UPDATE_CONVERSATION_CACHED_SUMMARY',
   UPDATE_CONVERSATION_CALL_STATUS: 'UPDATE_CONVERSATION_CALL_STATUS',
   UPDATE_MESSAGE_CALL_STATUS: 'UPDATE_MESSAGE_CALL_STATUS',
   SET_MISSING_MESSAGES: 'SET_MISSING_MESSAGES',

app/models/account.rb

@@ -67,13 +67,6 @@ class Account < ApplicationRecord
             'help_center_search': { 'type': %w[boolean null] }
           },
           'additionalProperties': false
-        },
-        'report_hidden_metrics': {
-          'type': %w[array null],
-          'items': {
-            'type': 'string',
-            'enum': %w[outgoing_messages_count incoming_messages_count reply_time]
-          }
         }
       },
     'required': [],
@@ -95,7 +88,6 @@ class Account < ApplicationRecord
 
   store_accessor :settings, :audio_transcriptions, :auto_resolve_label
   store_accessor :settings, :captain_models, :captain_features
-  store_accessor :settings, :report_hidden_metrics
 
   has_many :account_users, dependent: :destroy_async
   has_many :agent_bot_inboxes, dependent: :destroy_async

app/views/api/v1/conversations/partials/_conversation.json.jbuilder

@@ -56,6 +56,8 @@ json.first_reply_created_at conversation.first_reply_created_at.to_i
 json.unread_count conversation.unread_incoming_messages.count
 json.last_non_activity_message conversation.messages.where(account_id: conversation.account_id).non_activity_messages.first.try(:push_event_data)
 json.last_activity_at conversation.last_activity_at.to_i
+json.cached_summary conversation.cached_summary
+json.cached_summary_at conversation.cached_summary_at.to_i
 json.priority conversation.priority
 json.waiting_since conversation.waiting_since.to_i.to_i
 json.sla_policy_id conversation.sla_policy_id

config/routes.rb

@@ -446,7 +446,6 @@ Rails.application.routes.draw do
               get :bot_metrics
               get :inbox_label_matrix
               get :first_response_time_distribution
-              get :outgoing_messages_count
             end
           end
           resource :year_in_review, only: [:show]

db/migrate/20260129180004_add_cached_summary_to_conversations.rb

@@ -0,0 +1,6 @@
+class AddCachedSummaryToConversations < ActiveRecord::Migration[7.1]
+  def change
+    add_column :conversations, :cached_summary, :text
+    add_column :conversations, :cached_summary_at, :datetime
+  end
+end

db/schema.rb

@@ -681,6 +681,8 @@ ActiveRecord::Schema[7.1].define(version: 2026_01_30_061021) do
     t.datetime "waiting_since"
     t.text "cached_label_list"
     t.bigint "assignee_agent_bot_id"
+    t.text "cached_summary"
+    t.datetime "cached_summary_at"
     t.index ["account_id", "display_id"], name: "index_conversations_on_account_id_and_display_id", unique: true
     t.index ["account_id", "id"], name: "index_conversations_on_id_and_account_id"
     t.index ["account_id", "inbox_id", "status", "assignee_id"], name: "conv_acid_inbid_stat_asgnid_idx"

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

@@ -15,7 +15,8 @@ class Api::V1::Accounts::Captain::TasksController < Api::V1::Accounts::BaseContr
   def summarize
     result = Captain::SummaryService.new(
       account: Current.account,
-      conversation_display_id: params[:conversation_display_id]
+      conversation_display_id: params[:conversation_display_id],
+      force_regenerate: params[:force_regenerate].present?
     ).perform
 
     render_result(result)

enterprise/app/fields/account_limits_field.rb

@@ -2,9 +2,6 @@ require 'administrate/field/base'
 
 class AccountLimitsField < Administrate::Field::Base
   def to_s
-    defaults = { agents: nil, inboxes: nil, captain_responses: nil, captain_documents: nil, emails: nil }
-    overrides = (data.presence || {}).to_h.symbolize_keys.compact
-
-    defaults.merge(overrides).to_json
+    data.present? ? data.to_json : { agents: nil, inboxes: nil, captain_responses: nil, captain_documents: nil, emails: nil }.to_json
   end
 end

lib/captain/summary_service.rb

@@ -1,14 +1,10 @@
 class Captain::SummaryService < Captain::BaseTaskService
-  pattr_initialize [:account!, :conversation_display_id!]
+  pattr_initialize [:account!, :conversation_display_id!, { force_regenerate: false }]
 
   def perform
-    make_api_call(
-      model: GPT_MODEL,
-      messages: [
-        { role: 'system', content: prompt_from_file('summary') },
-        { role: 'user', content: conversation.to_llm_text(include_contact_details: false) }
-      ]
-    )
+    return cached_response if use_cache?
+
+    generate_and_cache_summary
   end
 
   private
@@ -16,4 +12,73 @@ class Captain::SummaryService < Captain::BaseTaskService
   def event_name
     'summarize'
   end
+
+  def use_cache?
+    return false if force_regenerate
+    return false if conversation.cached_summary.blank?
+    return false if conversation.cached_summary_at.blank?
+
+    conversation.cached_summary_at >= conversation.last_activity_at
+  end
+
+  def cached_response
+    { message: conversation.cached_summary }
+  end
+
+  def generate_and_cache_summary
+    msg_count = conversation_message_count
+    result = make_api_call(
+      model: summary_model(msg_count),
+      messages: [
+        { role: 'system', content: prompt_from_file('summary') },
+        { role: 'user', content: build_summary_content(msg_count) }
+      ]
+    )
+
+    cache_summary(result[:message]) if result[:message].present? && result[:error].blank?
+
+    result
+  end
+
+  def conversation_message_count
+    conversation.messages.where(message_type: [:incoming, :outgoing]).count
+  end
+
+  def summary_model(msg_count)
+    msg_count < 7 ? GPT_MODEL : 'gpt-4.1'
+  end
+
+  def build_summary_content(msg_count)
+    llm_text = conversation.to_llm_text(include_contact_details: false)
+    context = build_conversation_context(msg_count)
+    context.present? ? "#{llm_text}\n\n#{context}" : llm_text
+  end
+
+  def build_conversation_context(msg_count)
+    ['Conversation Stats:', *context_fields(msg_count).compact].join("\n")
+  end
+
+  def context_fields(msg_count)
+    [
+      "Message count: #{msg_count}",
+      ("Status: #{conversation.status}" if conversation.status.present?),
+      ("Priority: #{conversation.priority}" if conversation.priority.present?),
+      ("Labels: #{conversation.cached_label_list}" if conversation.cached_label_list.present?),
+      *account_context_fields
+    ]
+  end
+
+  def account_context_fields
+    [
+      ("Account industry: #{account.custom_attributes['industry']}" if account.custom_attributes&.dig('industry').present?),
+      ("Summary language: #{account.locale}" if account.locale.present?)
+    ]
+  end
+
+  def cache_summary(summary)
+    conversation.update(
+      cached_summary: summary,
+      cached_summary_at: Time.current
+    )
+  end
 end

lib/integrations/openai/openai_prompts/summary.liquid

@@ -1,28 +1,99 @@
-As an AI-powered summarization tool, your task is to condense lengthy interactions between customer support agents and customers into brief, digestible summaries. The objective of these summaries is to provide a quick overview, enabling any agent, even those without prior context, to grasp the essence of the conversation promptly.
+<prompt>
+  <role>AI support conversation summarizer</role>
 
-Make sure you strongly adhere to the following rules when generating the summary
+  <goal>
+    Produce a high-signal bullet summary that lets a new agent understand the CURRENT STATE and know what to do next — in under 10 seconds.
+    Earlier bullets convey what happened and what the current state is. The final bullet is always the actionable next step.
+  </goal>
 
-1. Be brief and concise. The shorter the summary the better.
-2. Aim to summarize the conversation in approximately 200 words, formatted as multiple small paragraphs that are easier to read.
-3. Describe the customer intent in around 50 words.
-4. Remove information that is not directly relevant to the customer's problem or the agent's solution. For example, personal anecdotes, small talk, etc.
-5. Don't include segments of the conversation that didn't contribute meaningful content, like greetings or farewell.
-6. The 'Action Items' should be a bullet list, arranged in order of priority if possible.
-7. 'Action Items' should strictly encapsulate tasks committed to by the agent or left incomplete. Any suggestions made by the agent should not be included.
-8. The 'Action Items' should be brief and concise
-9. Mark important words or parts of sentences as bold.
-10. Apply markdown syntax to format any included code, using backticks.
-11. Include a section for "Follow-up Items" or "Open Questions" if there are any unresolved issues or outstanding questions.
-12. If any section does not have any content, remove that section and the heading from the response
-13. Do not insert your own opinions about the conversation.
+  <output_contract>
+    <format>bullet_list</format>
+    <only_output_bullets>true</only_output_bullets>
+    <bullet_count_rules>
+      <rule>Count the messages in the conversation to determine bullet limits.</rule>
+      <rule>1-3 messages → 1 bullet max</rule>
+      <rule>4-10 messages → 2-3 bullets max</rule>
+      <rule>11-30 messages → 3-4 bullets max</rule>
+      <rule>31+ messages → 5-6 bullets max</rule>
+    </bullet_count_rules>
+    <bullet_rules>
+      <single_sentence>true</single_sentence>
+      <concise>true</concise>
+      <no_redundancy>true</no_redundancy>
+      <no_prefixes>Do not prefix bullets with labels like "Next step:" or "Issue:" — ordering alone conveys structure.</no_prefixes>
+    </bullet_rules>
+    <language>
+      <rule>ALWAYS write the summary in the language specified by "Summary language" in the conversation context. This overrides the conversation language.</rule>
+      <rule>If no summary language is provided, match the primary language used in the conversation.</rule>
+    </language>
+    <markdown>
+      <bold_required>true</bold_required>
+      <code_in_backticks>true</code_in_backticks>
+      <no_headings>true</no_headings>
+    </markdown>
+  </output_contract>
 
+  <what_to_capture>
+    <priority_order>
+      <item>What is the customer trying to achieve right now?</item>
+      <item>What is the current blocker/problem?</item>
+      <item>What has already been done that changed the state?</item>
+      <item>What is the actionable next step (who does what)?</item>
+    </priority_order>
+    <skip_rule>If a priority item has no evidence in the conversation, skip it entirely — do not invent or guess.</skip_rule>
+    <last_bullet_rule>The final bullet must always be an actionable next step derived from the conversation.</last_bullet_rule>
+  </what_to_capture>
 
-Reply in the user's language, as a markdown of the following format.
+  <context_awareness>
+    <business_context>If account industry or business context is provided, adapt the summary focus accordingly (e.g., e-commerce → order/payment/shipping; SaaS → features/bugs/subscriptions; healthcare → appointments/records).</business_context>
+    <labels>If conversation labels are provided, use them to understand the issue category and focus the summary on what matters for that category.</labels>
+    <adapt>Only use context that is explicitly provided. Do not assume industry or category if not stated.</adapt>
+  </context_awareness>
 
-**Customer Intent**
+  <importance_filter>
+    <include_only_if_actionable_or_state_changing>
+      <rule>A bullet must describe a blocker, a confirmed action taken, a decision, or a required next step.</rule>
+      <rule>Would removing this bullet prevent the agent from acting correctly? If no, omit it.</rule>
+    </include_only_if_actionable_or_state_changing>
+    <drop_as_noise>
+      <item>Greetings, thanks, apologies, pleasantries, offers of help.</item>
+      <item>Repeated statements that do not add new information.</item>
+      <item>Meta commentary like "the current blocker is…" if it repeats an earlier bullet.</item>
+    </drop_as_noise>
+  </importance_filter>
 
-**Conversation Summary**
+  <anti_hallucination>
+    <hard_rules>
+      <item>Use ONLY information explicitly present in the conversation.</item>
+      <item>Do NOT compute or derive facts (no time math like "15 minutes from now", no inferred causes).</item>
+      <item>Do NOT invent resolution, closure, or "no further steps" statements.</item>
+      <item>Do NOT restate the same fact in multiple bullets; merge into one.</item>
+    </hard_rules>
+  </anti_hallucination>
 
-**Action Items**
+  <formatting_rules>
+    <bold_usage>
+      <rule>Bold the key nouns/verbs (problem, blocker, action, next step, key artifact).</rule>
+      <examples>
+        <example>**Meeting invite** not received.</example>
+        <example>Agent **sent calendar invite** for **4:45 PM GMT+1**.</example>
+      </examples>
+    </bold_usage>
+    <role_words>
+      <rule>Prefer **Customer** and **Agent** over "user" and "support agent".</rule>
+    </role_words>
+  </formatting_rules>
 
-**Follow-up Items**
+  <final_validation>
+    <checklist>
+      <item>Every bullet is one sentence.</item>
+      <item>Every bullet contains at least one **bold** phrase.</item>
+      <item>No bullet contains inferred/derived info.</item>
+      <item>No two bullets repeat the same meaning.</item>
+      <item>Last bullet is an actionable next step.</item>
+      <item>Summary language matches "Summary language" from context (if provided), otherwise matches conversation language.</item>
+      <item>Bullet count respects the scaling rules for the message count.</item>
+    </checklist>
+    <reject_if_fails>true</reject_if_fails>
+  </final_validation>
+</prompt>

spec/controllers/api/v2/accounts/reports_controller_spec.rb

@@ -295,131 +295,4 @@ RSpec.describe Api::V2::Accounts::ReportsController, type: :request do
       end
     end
   end
-
-  describe 'GET /api/v2/accounts/{account.id}/reports/outgoing_messages_count' do
-    let(:since_epoch) { 1.week.ago.to_i.to_s }
-    let(:until_epoch) { 1.day.from_now.to_i.to_s }
-
-    context 'when unauthenticated' do
-      it 'returns unauthorized' do
-        get "/api/v2/accounts/#{account.id}/reports/outgoing_messages_count",
-            params: { group_by: 'agent', since: since_epoch, until: until_epoch }
-        expect(response).to have_http_status(:unauthorized)
-      end
-    end
-
-    context 'when authenticated as agent' do
-      it 'returns unauthorized' do
-        get "/api/v2/accounts/#{account.id}/reports/outgoing_messages_count",
-            params: { group_by: 'agent', since: since_epoch, until: until_epoch },
-            headers: agent.create_new_auth_token, as: :json
-        expect(response).to have_http_status(:unauthorized)
-      end
-    end
-
-    context 'when authenticated as admin' do
-      let(:agent2) { create(:user, account: account, role: :agent) }
-      let(:team) { create(:team, account: account) }
-      let(:inbox2) { create(:inbox, account: account) }
-
-      # Separate conversations for agent and team grouping because
-      # model callbacks clear assignee_id when team is set.
-      before do
-        conv_agent = create(:conversation, account: account, inbox: inbox, assignee: agent)
-        conv_agent2 = create(:conversation, account: account, inbox: inbox2, assignee: agent2)
-        conv_team = create(:conversation, account: account, inbox: inbox, team: team)
-
-        create_list(:message, 3, account: account, conversation: conv_agent, inbox: inbox, message_type: :outgoing, sender: agent)
-        create_list(:message, 2, account: account, conversation: conv_agent2, inbox: inbox2, message_type: :outgoing, sender: agent2)
-        create_list(:message, 4, account: account, conversation: conv_team, inbox: inbox, message_type: :outgoing)
-        # incoming message should not be counted
-        create(:message, account: account, conversation: conv_agent, inbox: inbox, message_type: :incoming)
-      end
-
-      it 'returns unprocessable_entity for invalid group_by' do
-        get "/api/v2/accounts/#{account.id}/reports/outgoing_messages_count",
-            params: { group_by: 'invalid', since: since_epoch, until: until_epoch },
-            headers: admin.create_new_auth_token, as: :json
-
-        expect(response).to have_http_status(:unprocessable_entity)
-      end
-
-      it 'returns outgoing message counts grouped by agent' do
-        get "/api/v2/accounts/#{account.id}/reports/outgoing_messages_count",
-            params: { group_by: 'agent', since: since_epoch, until: until_epoch },
-            headers: admin.create_new_auth_token, as: :json
-
-        expect(response).to have_http_status(:success)
-        data = response.parsed_body
-        expect(data).to be_an(Array)
-
-        agent_entry = data.find { |e| e['id'] == agent.id }
-        agent2_entry = data.find { |e| e['id'] == agent2.id }
-        expect(agent_entry['outgoing_messages_count']).to eq(3)
-        expect(agent2_entry['outgoing_messages_count']).to eq(2)
-      end
-
-      it 'returns outgoing message counts grouped by team' do
-        get "/api/v2/accounts/#{account.id}/reports/outgoing_messages_count",
-            params: { group_by: 'team', since: since_epoch, until: until_epoch },
-            headers: admin.create_new_auth_token, as: :json
-
-        expect(response).to have_http_status(:success)
-        data = response.parsed_body
-        expect(data).to be_an(Array)
-        expect(data.length).to eq(1)
-        expect(data.first['id']).to eq(team.id)
-        expect(data.first['outgoing_messages_count']).to eq(4)
-      end
-
-      it 'returns outgoing message counts grouped by inbox' do
-        get "/api/v2/accounts/#{account.id}/reports/outgoing_messages_count",
-            params: { group_by: 'inbox', since: since_epoch, until: until_epoch },
-            headers: admin.create_new_auth_token, as: :json
-
-        expect(response).to have_http_status(:success)
-        data = response.parsed_body
-        expect(data).to be_an(Array)
-
-        inbox_entry = data.find { |e| e['id'] == inbox.id }
-        inbox2_entry = data.find { |e| e['id'] == inbox2.id }
-        expect(inbox_entry['outgoing_messages_count']).to eq(7)
-        expect(inbox2_entry['outgoing_messages_count']).to eq(2)
-      end
-
-      it 'returns outgoing message counts grouped by label' do
-        label = create(:label, account: account, title: 'support')
-        conversation = account.conversations.first
-        conversation.label_list.add('support')
-        conversation.save!
-
-        get "/api/v2/accounts/#{account.id}/reports/outgoing_messages_count",
-            params: { group_by: 'label', since: since_epoch, until: until_epoch },
-            headers: admin.create_new_auth_token, as: :json
-
-        expect(response).to have_http_status(:success)
-        data = response.parsed_body
-        expect(data).to be_an(Array)
-        expect(data.length).to eq(1)
-        expect(data.first['id']).to eq(label.id)
-        expect(data.first['name']).to eq('support')
-      end
-
-      it 'excludes bot messages when grouped by agent' do
-        bot = create(:agent_bot)
-        bot_conversation = create(:conversation, account: account, inbox: inbox)
-        create(:message, account: account, conversation: bot_conversation, inbox: inbox,
-                         message_type: :outgoing, sender: bot)
-
-        get "/api/v2/accounts/#{account.id}/reports/outgoing_messages_count",
-            params: { group_by: 'agent', since: since_epoch, until: until_epoch },
-            headers: admin.create_new_auth_token, as: :json
-
-        data = response.parsed_body
-        agent_entry = data.find { |e| e['id'] == agent.id }
-        # 3 from before block; bot message excluded (sender_type != 'User')
-        expect(agent_entry['outgoing_messages_count']).to eq(3)
-      end
-    end
-  end
 end

swagger/definitions/index.yml

@@ -229,8 +229,6 @@ first_response_time_distribution:
   $ref: './resource/reports/first_response_time_distribution.yml'
 inbox_label_matrix:
   $ref: './resource/reports/inbox_label_matrix.yml'
-outgoing_messages_count:
-  $ref: './resource/reports/outgoing_messages_count.yml'
 inbox_summary:
   $ref: './resource/reports/inbox_summary.yml'
 agent_summary:

swagger/definitions/resource/reports/outgoing_messages_count.yml

@@ -1,21 +0,0 @@
-type: array
-description: Outgoing messages count report grouped by entity (agent, team, inbox, or label).
-items:
-  type: object
-  properties:
-    id:
-      type: number
-      description: The ID of the grouped entity (agent, team, inbox, or label).
-    name:
-      type: string
-      description: The name of the grouped entity.
-    outgoing_messages_count:
-      type: number
-      description: The total number of outgoing messages for this entity in the given time range.
-example:
-  - id: 1
-    name: Agent One
-    outgoing_messages_count: 42
-  - id: 2
-    name: Agent Two
-    outgoing_messages_count: 18

swagger/paths/application/reports/outgoing_messages_count.yml

@@ -1,36 +0,0 @@
-tags:
-  - Reports
-operationId: get-outgoing-messages-count
-summary: Get outgoing messages count grouped by entity
-security:
-  - userApiKey: []
-description: |
-  Get the count of outgoing messages grouped by a specified entity (agent, team, inbox, or label).
-  When grouped by agent, messages sent by bots (AgentBot, Captain::Assistant) are excluded.
-
-  **Note:** This API endpoint is available only in Chatwoot version 4.11.0 and above.
-parameters:
-  - in: query
-    name: group_by
-    required: true
-    schema:
-      type: string
-      enum:
-        - agent
-        - team
-        - inbox
-        - label
-    description: The entity to group outgoing message counts by.
-responses:
-  '200':
-    description: Success
-    content:
-      application/json:
-        schema:
-          $ref: '#/components/schemas/outgoing_messages_count'
-  '403':
-    description: Access denied
-    content:
-      application/json:
-        schema:
-          $ref: '#/components/schemas/bad_request_error'

swagger/paths/index.yml

@@ -770,23 +770,6 @@
   get:
     $ref: './application/reports/inbox_label_matrix.yml'
 
-# Outgoing messages count report
-/api/v2/accounts/{account_id}/reports/outgoing_messages_count:
-  parameters:
-    - $ref: '#/components/parameters/account_id'
-    - in: query
-      name: since
-      schema:
-        type: string
-      description: The timestamp from where report should start (Unix timestamp).
-    - in: query
-      name: until
-      schema:
-        type: string
-      description: The timestamp from where report should stop (Unix timestamp).
-  get:
-    $ref: './application/reports/outgoing_messages_count.yml'
-
 # Conversations Messages
 /accounts/{account_id}/conversations/{conversation_id}/messages:
   parameters:

swagger/swagger.json

@@ -8274,81 +8274,6 @@
         }
       }
     },
-    "/api/v2/accounts/{account_id}/reports/outgoing_messages_count": {
-      "parameters": [
-        {
-          "$ref": "#/components/parameters/account_id"
-        },
-        {
-          "in": "query",
-          "name": "since",
-          "schema": {
-            "type": "string"
-          },
-          "description": "The timestamp from where report should start (Unix timestamp)."
-        },
-        {
-          "in": "query",
-          "name": "until",
-          "schema": {
-            "type": "string"
-          },
-          "description": "The timestamp from where report should stop (Unix timestamp)."
-        }
-      ],
-      "get": {
-        "tags": [
-          "Reports"
-        ],
-        "operationId": "get-outgoing-messages-count",
-        "summary": "Get outgoing messages count grouped by entity",
-        "security": [
-          {
-            "userApiKey": []
-          }
-        ],
-        "description": "Get the count of outgoing messages grouped by a specified entity (agent, team, inbox, or label).\nWhen grouped by agent, messages sent by bots (AgentBot, Captain::Assistant) are excluded.\n\n**Note:** This API endpoint is available only in Chatwoot version 4.11.0 and above.\n",
-        "parameters": [
-          {
-            "in": "query",
-            "name": "group_by",
-            "required": true,
-            "schema": {
-              "type": "string",
-              "enum": [
-                "agent",
-                "team",
-                "inbox",
-                "label"
-              ]
-            },
-            "description": "The entity to group outgoing message counts by."
-          }
-        ],
-        "responses": {
-          "200": {
-            "description": "Success",
-            "content": {
-              "application/json": {
-                "schema": {
-                  "$ref": "#/components/schemas/outgoing_messages_count"
-                }
-              }
-            }
-          },
-          "403": {
-            "description": "Access denied",
-            "content": {
-              "application/json": {
-                "schema": {
-                  "$ref": "#/components/schemas/bad_request_error"
-                }
-              }
-            }
-          }
-        }
-      }
-    },
     "/accounts/{account_id}/conversations/{conversation_id}/messages": {
       "parameters": [
         {
@@ -12318,39 +12243,6 @@
           ]
         }
       },
-      "outgoing_messages_count": {
-        "type": "array",
-        "description": "Outgoing messages count report grouped by entity (agent, team, inbox, or label).",
-        "items": {
-          "type": "object",
-          "properties": {
-            "id": {
-              "type": "number",
-              "description": "The ID of the grouped entity (agent, team, inbox, or label)."
-            },
-            "name": {
-              "type": "string",
-              "description": "The name of the grouped entity."
-            },
-            "outgoing_messages_count": {
-              "type": "number",
-              "description": "The total number of outgoing messages for this entity in the given time range."
-            }
-          }
-        },
-        "example": [
-          {
-            "id": 1,
-            "name": "Agent One",
-            "outgoing_messages_count": 42
-          },
-          {
-            "id": 2,
-            "name": "Agent Two",
-            "outgoing_messages_count": 18
-          }
-        ]
-      },
       "inbox_summary": {
         "type": "array",
         "description": "Inbox summary report containing conversation statistics grouped by inbox.",

swagger/tag_groups/application_swagger.json

@@ -6816,81 +6816,6 @@
           }
         }
       }
-    },
-    "/api/v2/accounts/{account_id}/reports/outgoing_messages_count": {
-      "parameters": [
-        {
-          "$ref": "#/components/parameters/account_id"
-        },
-        {
-          "in": "query",
-          "name": "since",
-          "schema": {
-            "type": "string"
-          },
-          "description": "The timestamp from where report should start (Unix timestamp)."
-        },
-        {
-          "in": "query",
-          "name": "until",
-          "schema": {
-            "type": "string"
-          },
-          "description": "The timestamp from where report should stop (Unix timestamp)."
-        }
-      ],
-      "get": {
-        "tags": [
-          "Reports"
-        ],
-        "operationId": "get-outgoing-messages-count",
-        "summary": "Get outgoing messages count grouped by entity",
-        "security": [
-          {
-            "userApiKey": []
-          }
-        ],
-        "description": "Get the count of outgoing messages grouped by a specified entity (agent, team, inbox, or label).\nWhen grouped by agent, messages sent by bots (AgentBot, Captain::Assistant) are excluded.\n\n**Note:** This API endpoint is available only in Chatwoot version 4.11.0 and above.\n",
-        "parameters": [
-          {
-            "in": "query",
-            "name": "group_by",
-            "required": true,
-            "schema": {
-              "type": "string",
-              "enum": [
-                "agent",
-                "team",
-                "inbox",
-                "label"
-              ]
-            },
-            "description": "The entity to group outgoing message counts by."
-          }
-        ],
-        "responses": {
-          "200": {
-            "description": "Success",
-            "content": {
-              "application/json": {
-                "schema": {
-                  "$ref": "#/components/schemas/outgoing_messages_count"
-                }
-              }
-            }
-          },
-          "403": {
-            "description": "Access denied",
-            "content": {
-              "application/json": {
-                "schema": {
-                  "$ref": "#/components/schemas/bad_request_error"
-                }
-              }
-            }
-          }
-        }
-      }
     }
   },
   "components": {
@@ -10825,39 +10750,6 @@
           ]
         }
       },
-      "outgoing_messages_count": {
-        "type": "array",
-        "description": "Outgoing messages count report grouped by entity (agent, team, inbox, or label).",
-        "items": {
-          "type": "object",
-          "properties": {
-            "id": {
-              "type": "number",
-              "description": "The ID of the grouped entity (agent, team, inbox, or label)."
-            },
-            "name": {
-              "type": "string",
-              "description": "The name of the grouped entity."
-            },
-            "outgoing_messages_count": {
-              "type": "number",
-              "description": "The total number of outgoing messages for this entity in the given time range."
-            }
-          }
-        },
-        "example": [
-          {
-            "id": 1,
-            "name": "Agent One",
-            "outgoing_messages_count": 42
-          },
-          {
-            "id": 2,
-            "name": "Agent Two",
-            "outgoing_messages_count": 18
-          }
-        ]
-      },
       "inbox_summary": {
         "type": "array",
         "description": "Inbox summary report containing conversation statistics grouped by inbox.",

swagger/tag_groups/client_swagger.json

@@ -4558,39 +4558,6 @@
           ]
         }
       },
-      "outgoing_messages_count": {
-        "type": "array",
-        "description": "Outgoing messages count report grouped by entity (agent, team, inbox, or label).",
-        "items": {
-          "type": "object",
-          "properties": {
-            "id": {
-              "type": "number",
-              "description": "The ID of the grouped entity (agent, team, inbox, or label)."
-            },
-            "name": {
-              "type": "string",
-              "description": "The name of the grouped entity."
-            },
-            "outgoing_messages_count": {
-              "type": "number",
-              "description": "The total number of outgoing messages for this entity in the given time range."
-            }
-          }
-        },
-        "example": [
-          {
-            "id": 1,
-            "name": "Agent One",
-            "outgoing_messages_count": 42
-          },
-          {
-            "id": 2,
-            "name": "Agent Two",
-            "outgoing_messages_count": 18
-          }
-        ]
-      },
       "inbox_summary": {
         "type": "array",
         "description": "Inbox summary report containing conversation statistics grouped by inbox.",

swagger/tag_groups/other_swagger.json

@@ -3973,39 +3973,6 @@
           ]
         }
       },
-      "outgoing_messages_count": {
-        "type": "array",
-        "description": "Outgoing messages count report grouped by entity (agent, team, inbox, or label).",
-        "items": {
-          "type": "object",
-          "properties": {
-            "id": {
-              "type": "number",
-              "description": "The ID of the grouped entity (agent, team, inbox, or label)."
-            },
-            "name": {
-              "type": "string",
-              "description": "The name of the grouped entity."
-            },
-            "outgoing_messages_count": {
-              "type": "number",
-              "description": "The total number of outgoing messages for this entity in the given time range."
-            }
-          }
-        },
-        "example": [
-          {
-            "id": 1,
-            "name": "Agent One",
-            "outgoing_messages_count": 42
-          },
-          {
-            "id": 2,
-            "name": "Agent Two",
-            "outgoing_messages_count": 18
-          }
-        ]
-      },
       "inbox_summary": {
         "type": "array",
         "description": "Inbox summary report containing conversation statistics grouped by inbox.",

swagger/tag_groups/platform_swagger.json

@@ -4734,39 +4734,6 @@
           ]
         }
       },
-      "outgoing_messages_count": {
-        "type": "array",
-        "description": "Outgoing messages count report grouped by entity (agent, team, inbox, or label).",
-        "items": {
-          "type": "object",
-          "properties": {
-            "id": {
-              "type": "number",
-              "description": "The ID of the grouped entity (agent, team, inbox, or label)."
-            },
-            "name": {
-              "type": "string",
-              "description": "The name of the grouped entity."
-            },
-            "outgoing_messages_count": {
-              "type": "number",
-              "description": "The total number of outgoing messages for this entity in the given time range."
-            }
-          }
-        },
-        "example": [
-          {
-            "id": 1,
-            "name": "Agent One",
-            "outgoing_messages_count": 42
-          },
-          {
-            "id": 2,
-            "name": "Agent Two",
-            "outgoing_messages_count": 18
-          }
-        ]
-      },
       "inbox_summary": {
         "type": "array",
         "description": "Inbox summary report containing conversation statistics grouped by inbox.",