Merge branch 'develop' into chore/update-rails

Revert "chore: Upgrade Rails to 7.2.2 and update Gemfile dependencies (#11037 )"
This reverts commit ef6ba8aabd.
2026-02-03 21:14:55 -08:00 · 2026-02-03 21:09:42 -08:00 · 2026-02-03 14:29:26 -08:00 · 2026-02-03 07:47:50 -08:00 · 2026-02-02 23:15:49 -08:00 · 2026-02-02 23:15:37 -08:00
99 changed files with 4106 additions and 407 deletions
@@ -144,7 +144,7 @@ jobs:
  # Backend tests with parallelization
  backend-tests:
    <<: *defaults
-    parallelism: 16
+    parallelism: 20
    steps:
      - checkout
      - node/install:
@@ -279,10 +279,10 @@ jobs:
            echo -en "\nINSTALLATION_ENV=circleci" >> ".env"
            echo -en "\nOPENSEARCH_URL=http://localhost:9200" >> ".env"

-      # Database setup
+      # Database setup (match GitHub Actions flow)
      - run:
-          name: Run DB migrations
-          command: bundle exec rails db:chatwoot_prepare
+          name: Create database + load schema
+          command: bundle exec rake db:create db:schema:load

      # Run backend tests (parallelized)
      - run:
@@ -276,3 +276,4 @@ AZURE_APP_SECRET=
 # REMOVE_STALE_CONTACT_INBOX_JOB_STATUS=false

 # REDIS_ALFRED_SIZE=10
+# REDIS_VELMA_SIZE=10
@@ -2,6 +2,7 @@ plugins:
  - rubocop-performance
  - rubocop-rails
  - rubocop-rspec
+  - rubocop-rspec_rails
  - rubocop-factory_bot

 require:
@@ -203,6 +204,12 @@ RSpec/MultipleExpectations:
 RSpec/MultipleMemoizedHelpers:
  Max: 14

+RSpecRails/InferredSpecType:
+  Enabled: false
+
+RSpecRails/NegationBeValid:
+  Enabled: false
+
 # custom rules
 UseFromEmail:
  Enabled: true
@@ -13,6 +13,7 @@
 - **Ruby Version**: Manage Ruby via `rbenv` and install the version listed in `.ruby-version` (e.g., `rbenv install $(cat .ruby-version)`)
 - **rbenv setup**: Before running any `bundle` or `rspec` commands, init rbenv in your shell (`eval "$(rbenv init -)"`) so the correct Ruby/Bundler versions are used
 - Always prefer `bundle exec` for Ruby CLI tasks (rspec, rake, rubocop, etc.)
+- **Test env**: Specs should run without `.env`. If present, temporarily rename it (e.g., `.env` -> `.env.bak`) while running specs and restore afterward.

 ## Code Style

@@ -3,8 +3,10 @@ source 'https://rubygems.org'
 ruby '3.4.4'

 ##-- base gems for rails --##
-gem 'rack-cors', '2.0.0', require: 'rack/cors'
-gem 'rails', '~> 7.1'
+
+gem 'rack-cors', require: 'rack/cors'
+gem 'rails', '~> 7.2.0'
+
 # Reduces boot times through caching; required in config/boot.rb
 gem 'bootsnap', require: false

@@ -31,7 +33,9 @@ gem 'haikunator'
 # Template parsing safely
 gem 'liquid'
 # Parse Markdown to HTML
-gem 'commonmarker'
+# ref: https://github.com/gjtorikian/commonmarker/issues/358
+# can upgrade one this issue is fixed
+gem 'commonmarker', '~> 0.23.11'
 # Validate Data against JSON Schema
 gem 'json_schemer'
 # used in swagger build
@@ -49,9 +53,7 @@ gem 'csv-safe'

 ##-- for active storage --##
 gem 'aws-sdk-s3', require: false
-# original gem isn't maintained actively
-# we wanted updated version of faraday which is a dependency for slack-ruby-client
-gem 'azure-storage-blob', git: 'https://github.com/chatwoot/azure-storage-ruby', branch: 'chatwoot', require: false
+gem 'azure-blob', require: false
 gem 'google-cloud-storage', '>= 1.48.0', require: false
 gem 'image_processing'

@@ -89,9 +91,9 @@ gem 'jwt'
 gem 'pundit'

 # super admin
-gem 'administrate', '>= 0.20.1'
-gem 'administrate-field-active_storage', '>= 1.0.3'
-gem 'administrate-field-belongs_to_search', '>= 0.9.0'
+gem 'administrate'
+gem 'administrate-field-active_storage'
+gem 'administrate-field-belongs_to_search'

 ##--- gems for pubsub service ---##
 # https://karolgalanciak.com/blog/2019/11/30/from-activerecord-callbacks-to-publish-slash-subscribe-pattern-and-event-driven-design/
@@ -131,7 +133,7 @@ gem 'sentry-sidekiq', '>= 5.19.0', require: false
 ##-- background job processing --##
 gem 'sidekiq', '>= 7.3.1'
 # We want cron jobs
-gem 'sidekiq-cron', '>= 1.12.0'
+gem 'sidekiq-cron', '>= 2.3.1'
 # for sidekiq healthcheck
 gem 'sidekiq_alive'

@@ -262,6 +264,7 @@ group :development, :test do
  gem 'rubocop-performance', require: false
  gem 'rubocop-rails', require: false
  gem 'rubocop-rspec', require: false
+  gem 'rubocop-rspec_rails', require: false
  gem 'rubocop-factory_bot', require: false
  gem 'seed_dump'
  gem 'shoulda-matchers'
@@ -1,110 +1,89 @@
-GIT
-  remote: https://github.com/chatwoot/azure-storage-ruby
-  revision: 9957cf899d33a285b5dfe15bdb875292398e392b
-  branch: chatwoot
-  specs:
-    azure-storage-blob (2.0.3)
-      azure-storage-common (~> 2.0)
-      nokogiri (~> 1, >= 1.10.8)
-    azure-storage-common (2.0.4)
-      faraday (~> 2.0)
-      faraday-follow_redirects (~> 0.3.0)
-      faraday-net_http_persistent (~> 2.0)
-      net-http-persistent (~> 4.0)
-      nokogiri (~> 1, >= 1.10.8)
-
 GIT
  remote: https://github.com/chatwoot/devise-secure_password
-  revision: adcc85fe1babfe40feae73dbcae64d14fff86e69
+  revision: 479987594b576dbf23aed8dbd962e78342bc683c
  branch: chatwoot
  specs:
-    devise-secure_password (2.0.1)
+    devise-secure_password (2.1.0)
      devise (>= 4.0.0, < 5.0.0)
      railties (>= 5.0.0, < 8.0.0)

 GEM
  remote: https://rubygems.org/
  specs:
-    actioncable (7.1.5.2)
-      actionpack (= 7.1.5.2)
-      activesupport (= 7.1.5.2)
+    actioncable (7.2.2.2)
+      actionpack (= 7.2.2.2)
+      activesupport (= 7.2.2.2)
      nio4r (~> 2.0)
      websocket-driver (>= 0.6.1)
      zeitwerk (~> 2.6)
-    actionmailbox (7.1.5.2)
-      actionpack (= 7.1.5.2)
-      activejob (= 7.1.5.2)
-      activerecord (= 7.1.5.2)
-      activestorage (= 7.1.5.2)
-      activesupport (= 7.1.5.2)
-      mail (>= 2.7.1)
-      net-imap
-      net-pop
-      net-smtp
-    actionmailer (7.1.5.2)
-      actionpack (= 7.1.5.2)
-      actionview (= 7.1.5.2)
-      activejob (= 7.1.5.2)
-      activesupport (= 7.1.5.2)
-      mail (~> 2.5, >= 2.5.4)
-      net-imap
-      net-pop
-      net-smtp
+    actionmailbox (7.2.2.2)
+      actionpack (= 7.2.2.2)
+      activejob (= 7.2.2.2)
+      activerecord (= 7.2.2.2)
+      activestorage (= 7.2.2.2)
+      activesupport (= 7.2.2.2)
+      mail (>= 2.8.0)
+    actionmailer (7.2.2.2)
+      actionpack (= 7.2.2.2)
+      actionview (= 7.2.2.2)
+      activejob (= 7.2.2.2)
+      activesupport (= 7.2.2.2)
+      mail (>= 2.8.0)
      rails-dom-testing (~> 2.2)
-    actionpack (7.1.5.2)
-      actionview (= 7.1.5.2)
-      activesupport (= 7.1.5.2)
+    actionpack (7.2.2.2)
+      actionview (= 7.2.2.2)
+      activesupport (= 7.2.2.2)
      nokogiri (>= 1.8.5)
      racc
-      rack (>= 2.2.4)
+      rack (>= 2.2.4, < 3.2)
      rack-session (>= 1.0.1)
      rack-test (>= 0.6.3)
      rails-dom-testing (~> 2.2)
      rails-html-sanitizer (~> 1.6)
-    actiontext (7.1.5.2)
-      actionpack (= 7.1.5.2)
-      activerecord (= 7.1.5.2)
-      activestorage (= 7.1.5.2)
-      activesupport (= 7.1.5.2)
+      useragent (~> 0.16)
+    actiontext (7.2.2.2)
+      actionpack (= 7.2.2.2)
+      activerecord (= 7.2.2.2)
+      activestorage (= 7.2.2.2)
+      activesupport (= 7.2.2.2)
      globalid (>= 0.6.0)
      nokogiri (>= 1.8.5)
-    actionview (7.1.5.2)
-      activesupport (= 7.1.5.2)
+    actionview (7.2.2.2)
+      activesupport (= 7.2.2.2)
      builder (~> 3.1)
      erubi (~> 1.11)
      rails-dom-testing (~> 2.2)
      rails-html-sanitizer (~> 1.6)
    active_record_query_trace (1.8)
-    activejob (7.1.5.2)
-      activesupport (= 7.1.5.2)
+    activejob (7.2.2.2)
+      activesupport (= 7.2.2.2)
      globalid (>= 0.3.6)
-    activemodel (7.1.5.2)
-      activesupport (= 7.1.5.2)
-    activerecord (7.1.5.2)
-      activemodel (= 7.1.5.2)
-      activesupport (= 7.1.5.2)
+    activemodel (7.2.2.2)
+      activesupport (= 7.2.2.2)
+    activerecord (7.2.2.2)
+      activemodel (= 7.2.2.2)
+      activesupport (= 7.2.2.2)
      timeout (>= 0.4.0)
    activerecord-import (2.1.0)
      activerecord (>= 4.2)
-    activestorage (7.1.5.2)
-      actionpack (= 7.1.5.2)
-      activejob (= 7.1.5.2)
-      activerecord (= 7.1.5.2)
-      activesupport (= 7.1.5.2)
+    activestorage (7.2.2.2)
+      actionpack (= 7.2.2.2)
+      activejob (= 7.2.2.2)
+      activerecord (= 7.2.2.2)
+      activesupport (= 7.2.2.2)
      marcel (~> 1.0)
-    activesupport (7.1.5.2)
+    activesupport (7.2.2.2)
      base64
      benchmark (>= 0.3)
      bigdecimal
-      concurrent-ruby (~> 1.0, >= 1.0.2)
+      concurrent-ruby (~> 1.0, >= 1.3.1)
      connection_pool (>= 2.2.5)
      drb
      i18n (>= 1.6, < 2)
      logger (>= 1.4.2)
      minitest (>= 5.1)
-      mutex_m
      securerandom (>= 0.3)
-      tzinfo (~> 2.0)
+      tzinfo (~> 2.0, >= 2.0.5)
    acts-as-taggable-on (12.0.0)
      activerecord (>= 7.1, < 8.1)
      zeitwerk (>= 2.4, < 3.0)
@@ -121,10 +100,10 @@ GEM
    administrate-field-active_storage (1.0.3)
      administrate (>= 0.2.2)
      rails (>= 7.0)
-    administrate-field-belongs_to_search (0.9.0)
+    administrate-field-belongs_to_search (0.10.0)
      administrate (>= 0.3, < 1.0)
      jbuilder (~> 2)
-      rails (>= 4.2, < 7.2)
+      rails (>= 4.2, < 8.0)
      selectize-rails (~> 0.6)
    ai-agents (0.7.0)
      ruby_llm (~> 1.8.2)
@@ -141,8 +120,8 @@ GEM
      aws-sdk-s3 (~> 1, >= 1.123.0)
      aws-sdk-sns (~> 1, >= 1.61.0)
    aws-eventstream (1.4.0)
-    aws-partitions (1.1198.0)
-    aws-sdk-core (3.240.0)
+    aws-partitions (1.1205.0)
+    aws-sdk-core (3.241.3)
      aws-eventstream (~> 1, >= 1.3.0)
      aws-partitions (~> 1, >= 1.992.0)
      aws-sigv4 (~> 1.9)
@@ -150,11 +129,11 @@ GEM
      bigdecimal
      jmespath (~> 1, >= 1.6.1)
      logger
-    aws-sdk-kms (1.118.0)
-      aws-sdk-core (~> 3, >= 3.239.1)
+    aws-sdk-kms (1.120.0)
+      aws-sdk-core (~> 3, >= 3.241.3)
      aws-sigv4 (~> 1.5)
-    aws-sdk-s3 (1.208.0)
-      aws-sdk-core (~> 3, >= 3.234.0)
+    aws-sdk-s3 (1.211.0)
+      aws-sdk-core (~> 3, >= 3.241.3)
      aws-sdk-kms (~> 1)
      aws-sigv4 (~> 1.5)
    aws-sdk-sns (1.70.0)
@@ -162,20 +141,22 @@ GEM
      aws-sigv4 (~> 1.1)
    aws-sigv4 (1.12.1)
      aws-eventstream (~> 1, >= 1.0.2)
+    azure-blob (0.5.9.1)
+      rexml
    barnes (0.0.9)
      multi_json (~> 1)
      statsd-ruby (~> 1.1)
    base64 (0.3.0)
    bcrypt (3.1.20)
-    benchmark (0.4.1)
-    bigdecimal (3.2.2)
+    benchmark (0.5.0)
+    bigdecimal (4.0.1)
    bindex (0.8.1)
    bootsnap (1.16.0)
      msgpack (~> 1.2)
    brakeman (5.4.1)
    browser (5.3.1)
    builder (3.3.0)
-    bullet (8.0.7)
+    bullet (7.2.0)
      activesupport (>= 3.0.0)
      uniform_notifier (~> 1.11)
    bundle-audit (0.1.0)
@@ -184,17 +165,21 @@ GEM
      bundler (>= 1.2.0, < 3)
      thor (~> 1.0)
    byebug (11.1.3)
+    cgi (0.5.1)
    childprocess (5.1.0)
      logger (~> 1.5)
    climate_control (1.2.0)
    coderay (1.1.3)
-    commonmarker (0.23.10)
-    concurrent-ruby (1.3.5)
-    connection_pool (2.5.3)
+    commonmarker (0.23.11)
+    concurrent-ruby (1.3.6)
+    connection_pool (3.0.2)
    crack (1.0.0)
      bigdecimal
      rexml
    crass (1.0.6)
+    cronex (0.15.0)
+      tzinfo
+      unicode (>= 0.4.4.5)
    csv (3.3.0)
    csv-safe (3.3.1)
      csv (~> 3.0)
@@ -204,14 +189,15 @@ GEM
      activerecord (>= 5.a)
      database_cleaner-core (~> 2.0.0)
    database_cleaner-core (2.0.1)
-    datadog (2.19.0)
-      datadog-ruby_core_source (~> 3.4, >= 3.4.1)
-      libdatadog (~> 18.1.0.1.0)
-      libddwaf (~> 1.24.1.0.3)
+    datadog (2.25.0)
+      cgi
+      datadog-ruby_core_source (~> 3.5, >= 3.5.0)
+      libdatadog (~> 24.0.1.1.0)
+      libddwaf (~> 1.30.0.0.0)
      logger
      msgpack
-    datadog-ruby_core_source (3.4.1)
-    date (3.4.1)
+    datadog-ruby_core_source (3.5.1)
+    date (3.5.1)
    debug (1.8.0)
      irb (>= 1.5.0)
      reline (>= 0.3.1)
@@ -222,10 +208,10 @@ GEM
      railties (>= 4.1.0)
      responders
      warden (~> 1.2.3)
-    devise-two-factor (6.1.0)
-      activesupport (>= 7.0, < 8.1)
-      devise (~> 4.0)
-      railties (>= 7.0, < 8.1)
+    devise-two-factor (6.3.0)
+      activesupport (>= 7.0, < 8.2)
+      devise (>= 4.0, < 5.0)
+      railties (>= 7.0, < 8.2)
      rotp (~> 6.0)
    devise_token_auth (1.2.5)
      bcrypt (~> 3.0)
@@ -244,31 +230,31 @@ GEM
    down (5.4.0)
      addressable (~> 2.8)
    drb (2.2.3)
-    dry-cli (1.1.0)
+    dry-cli (1.4.1)
    dry-configurable (1.3.0)
      dry-core (~> 1.1)
      zeitwerk (~> 2.6)
-    dry-core (1.1.0)
+    dry-core (1.2.0)
      concurrent-ruby (~> 1.0)
      logger
      zeitwerk (~> 2.6)
-    dry-inflector (1.2.0)
+    dry-inflector (1.3.1)
    dry-initializer (3.2.0)
    dry-logic (1.6.0)
      bigdecimal
      concurrent-ruby (~> 1.0)
      dry-core (~> 1.1)
      zeitwerk (~> 2.6)
-    dry-schema (1.14.1)
+    dry-schema (1.15.0)
      concurrent-ruby (~> 1.0)
      dry-configurable (~> 1.0, >= 1.0.1)
      dry-core (~> 1.1)
      dry-initializer (~> 3.2)
-      dry-logic (~> 1.5)
+      dry-logic (~> 1.6)
      dry-types (~> 1.8)
      zeitwerk (~> 2.6)
-    dry-types (1.8.3)
-      bigdecimal (~> 3.0)
+    dry-types (1.9.0)
+      bigdecimal (>= 3.0)
      concurrent-ruby (~> 1.0)
      dry-core (~> 1.0)
      dry-inflector (~> 1.0)
@@ -282,8 +268,9 @@ GEM
      ruby2_keywords
    email-provider-info (0.0.1)
    email_reply_trimmer (0.1.13)
-    erubi (1.13.0)
-    et-orbi (1.2.11)
+    erb (6.0.1)
+    erubi (1.13.1)
+    et-orbi (1.3.0)
      tzinfo
    event_stream_parser (1.0.0)
    execjs (2.8.1)
@@ -297,34 +284,27 @@ GEM
      railties (>= 5.0.0)
    faker (3.2.0)
      i18n (>= 1.8.11, < 2)
-    faraday (2.13.1)
-      faraday-net_http (>= 2.0, < 3.5)
-      json
-      logger
-    faraday-follow_redirects (0.3.0)
-      faraday (>= 1, < 3)
-    faraday-mashify (1.0.0)
+    faraday (2.9.0)
+      faraday-net_http (>= 2.0, < 3.2)
+    faraday-mashify (1.0.2)
      faraday (~> 2.0)
      hashie
    faraday-multipart (1.0.4)
      multipart-post (~> 2)
-    faraday-net_http (3.4.0)
-      net-http (>= 0.5.0)
-    faraday-net_http_persistent (2.1.0)
-      faraday (~> 2.5)
-      net-http-persistent (~> 4.0)
+    faraday-net_http (3.1.0)
+      net-http
    faraday-retry (2.2.1)
      faraday (~> 2.0)
    faraday_middleware-aws-sigv4 (1.0.1)
      aws-sigv4 (~> 1.0)
      faraday (>= 2.0, < 3)
-    fast-mcp (1.5.0)
+    fast-mcp (1.6.0)
      addressable (~> 2.8)
      base64
      dry-schema (~> 1.14)
      json (~> 2.0)
      mime-types (~> 3.4)
-      rack (~> 3.1)
+      rack (>= 2.0, < 4.0)
    fcm (1.0.8)
      faraday (>= 1.0.0, < 3.0)
      googleauth (~> 1)
@@ -441,19 +421,21 @@ GEM
    http-cookie (1.0.5)
      domain_name (~> 0.5)
    http-form_data (2.3.0)
-    httparty (0.24.0)
+    httparty (0.24.2)
      csv
      mini_mime (>= 1.0.0)
      multi_xml (>= 0.5.2)
    httpclient (2.8.3)
-    i18n (1.14.7)
+    i18n (1.14.8)
      concurrent-ruby (~> 1.0)
    image_processing (1.12.2)
      mini_magick (>= 4.9.5, < 5)
      ruby-vips (>= 2.0.17, < 3)
-    io-console (0.6.0)
-    irb (1.7.2)
-      reline (>= 0.3.6)
+    io-console (0.8.2)
+    irb (1.16.0)
+      pp (>= 0.6.0)
+      rdoc (>= 4.0.0)
+      reline (>= 0.4.2)
    iso-639 (0.3.8)
      csv
    jbuilder (2.11.5)
@@ -464,7 +446,7 @@ GEM
      rails-dom-testing (>= 1, < 3)
      railties (>= 4.2.0)
      thor (>= 0.14, < 2.0)
-    json (2.13.2)
+    json (2.12.0)
    json_refs (0.1.8)
      hana
    json_schemer (0.2.24)
@@ -479,7 +461,7 @@ GEM
    judoscale-sidekiq (1.8.2)
      judoscale-ruby (= 1.8.2)
      sidekiq (>= 5.0)
-    jwt (2.10.1)
+    jwt (2.8.1)
      base64
    kaminari (1.2.2)
      activesupport (>= 4.1.0)
@@ -506,15 +488,15 @@ GEM
      logger (~> 1.6)
    letter_opener (1.10.0)
      launchy (>= 2.2, < 4)
-    libdatadog (18.1.0.1.0)
-    libdatadog (18.1.0.1.0-x86_64-linux)
-    libddwaf (1.24.1.0.3)
+    libdatadog (24.0.1.1.0)
+    libdatadog (24.0.1.1.0-x86_64-linux)
+    libddwaf (1.30.0.0.0)
      ffi (~> 1.0)
-    libddwaf (1.24.1.0.3-arm64-darwin)
+    libddwaf (1.30.0.0.0-arm64-darwin)
      ffi (~> 1.0)
-    libddwaf (1.24.1.0.3-x86_64-darwin)
+    libddwaf (1.30.0.0.0-x86_64-darwin)
      ffi (~> 1.0)
-    libddwaf (1.24.1.0.3-x86_64-linux)
+    libddwaf (1.30.0.0.0-x86_64-linux)
      ffi (~> 1.0)
    line-bot-api (1.28.0)
    lint_roller (1.1.0)
@@ -531,7 +513,7 @@ GEM
      activesupport (>= 4)
      railties (>= 4)
      request_store (~> 1.0)
-    loofah (2.23.1)
+    loofah (2.25.0)
      crass (~> 1.0.2)
      nokogiri (>= 1.12.0)
    mail (2.8.1)
@@ -551,21 +533,19 @@ GEM
    mini_magick (4.12.0)
    mini_mime (1.1.5)
    mini_portile2 (2.8.9)
-    minitest (5.25.5)
+    minitest (5.27.0)
    mock_redis (0.36.0)
      ruby2_keywords
    msgpack (1.8.0)
    multi_json (1.15.0)
-    multi_xml (0.8.0)
+    multi_xml (0.8.1)
      bigdecimal (>= 3.1, < 5)
    multipart-post (2.3.0)
    mutex_m (0.3.0)
    neighbor (0.2.3)
      activerecord (>= 5.2)
-    net-http (0.6.0)
+    net-http (0.4.1)
      uri
-    net-http-persistent (4.0.2)
-      connection_pool (~> 2.2)
    net-imap (0.4.20)
      date
      net-protocol
@@ -582,14 +562,14 @@ GEM
    newrelic_rpm (9.6.0)
      base64
    nio4r (2.7.3)
-    nokogiri (1.18.9)
+    nokogiri (1.19.0)
      mini_portile2 (~> 2.8.2)
      racc (~> 1.4)
-    nokogiri (1.18.9-arm64-darwin)
+    nokogiri (1.19.0-arm64-darwin)
      racc (~> 1.4)
-    nokogiri (1.18.9-x86_64-darwin)
+    nokogiri (1.19.0-x86_64-darwin)
      racc (~> 1.4)
-    nokogiri (1.18.9-x86_64-linux-gnu)
+    nokogiri (1.19.0-x86_64-linux-gnu)
      racc (~> 1.4)
    oauth (1.1.0)
      oauth-tty (~> 1.0, >= 1.0.1)
@@ -607,9 +587,8 @@ GEM
    oj (3.16.10)
      bigdecimal (>= 3.0)
      ostruct (>= 0.2)
-    omniauth (2.1.4)
+    omniauth (2.1.2)
      hashie (>= 3.4.6)
-      logger
      rack (>= 2.2.3)
      rack-protection
    omniauth-google-oauth2 (1.1.3)
@@ -661,6 +640,9 @@ GEM
      activerecord (>= 5.2)
      activesupport (>= 5.2)
    pgvector (0.1.1)
+    pp (0.6.3)
+      prettyprint
+    prettyprint (0.2.0)
    prism (1.4.0)
    procore-sift (1.0.0)
      activerecord (>= 6.1)
@@ -669,6 +651,9 @@ GEM
      method_source (~> 1.0)
    pry-rails (0.3.9)
      pry (>= 0.10.4)
+    psych (5.3.1)
+      date
+      stringio
    public_suffix (6.0.2)
    puma (6.4.3)
      nio4r (~> 2.0)
@@ -676,7 +661,7 @@ GEM
      activesupport (>= 3.0.0)
    raabro (1.4.0)
    racc (1.8.1)
-    rack (3.2.3)
+    rack (3.1.19)
    rack-attack (6.7.0)
      rack (>= 1.0, < 4)
    rack-contrib (2.5.0)
@@ -694,53 +679,57 @@ GEM
    rack-session (2.1.1)
      base64 (>= 0.1.0)
      rack (>= 3.0.0)
-    rack-test (2.1.0)
+    rack-test (2.2.0)
      rack (>= 1.3)
    rack-timeout (0.6.3)
-    rackup (2.2.1)
+    rackup (2.3.1)
      rack (>= 3)
-    rails (7.1.5.2)
-      actioncable (= 7.1.5.2)
-      actionmailbox (= 7.1.5.2)
-      actionmailer (= 7.1.5.2)
-      actionpack (= 7.1.5.2)
-      actiontext (= 7.1.5.2)
-      actionview (= 7.1.5.2)
-      activejob (= 7.1.5.2)
-      activemodel (= 7.1.5.2)
-      activerecord (= 7.1.5.2)
-      activestorage (= 7.1.5.2)
-      activesupport (= 7.1.5.2)
+    rails (7.2.2.2)
+      actioncable (= 7.2.2.2)
+      actionmailbox (= 7.2.2.2)
+      actionmailer (= 7.2.2.2)
+      actionpack (= 7.2.2.2)
+      actiontext (= 7.2.2.2)
+      actionview (= 7.2.2.2)
+      activejob (= 7.2.2.2)
+      activemodel (= 7.2.2.2)
+      activerecord (= 7.2.2.2)
+      activestorage (= 7.2.2.2)
+      activesupport (= 7.2.2.2)
      bundler (>= 1.15.0)
-      railties (= 7.1.5.2)
-    rails-dom-testing (2.2.0)
+      railties (= 7.2.2.2)
+    rails-dom-testing (2.3.0)
      activesupport (>= 5.0.0)
      minitest
      nokogiri (>= 1.6)
-    rails-html-sanitizer (1.6.1)
+    rails-html-sanitizer (1.6.2)
      loofah (~> 2.21)
      nokogiri (>= 1.15.7, != 1.16.7, != 1.16.6, != 1.16.5, != 1.16.4, != 1.16.3, != 1.16.2, != 1.16.1, != 1.16.0.rc1, != 1.16.0)
-    railties (7.1.5.2)
-      actionpack (= 7.1.5.2)
-      activesupport (= 7.1.5.2)
-      irb
+    railties (7.2.2.2)
+      actionpack (= 7.2.2.2)
+      activesupport (= 7.2.2.2)
+      irb (~> 1.13)
      rackup (>= 1.0.0)
      rake (>= 12.2)
      thor (~> 1.0, >= 1.2.2)
      zeitwerk (~> 2.6)
    rainbow (3.1.1)
-    rake (13.2.1)
+    rake (13.3.1)
    rb-fsevent (0.11.2)
    rb-inotify (0.10.1)
      ffi (~> 1.0)
+    rdoc (7.1.0)
+      erb
+      psych (>= 4.0.0)
+      tsort
    redis (5.0.6)
      redis-client (>= 0.9.0)
-    redis-client (0.22.2)
+    redis-client (0.25.2)
      connection_pool
    redis-namespace (1.10.0)
      redis (>= 4)
    regexp_parser (2.10.0)
-    reline (0.3.6)
+    reline (0.6.3)
      io-console (~> 0.5)
    representable (3.2.0)
      declarative (< 0.1.0)
@@ -810,6 +799,10 @@ GEM
    rubocop-rspec (3.6.0)
      lint_roller (~> 1.1)
      rubocop (~> 1.72, >= 1.72.1)
+    rubocop-rspec_rails (2.31.0)
+      lint_roller (~> 1.1)
+      rubocop (~> 1.72, >= 1.72.1)
+      rubocop-rspec (~> 3.5)
    ruby-openai (7.3.1)
      event_stream_parser (>= 0.3.0, < 2.0.0)
      faraday (>= 1)
@@ -832,9 +825,8 @@ GEM
      faraday-net_http (>= 1)
      faraday-retry (>= 1)
      marcel (~> 1.0)
-      ruby_llm-schema (~> 0.2.1)
      zeitwerk (~> 2)
-    ruby_llm-schema (0.2.5)
+    ruby_llm-schema (0.1.0)
    ruby_parser (3.20.0)
      sexp_processor (~> 4.16)
    sass (3.7.4)
@@ -854,9 +846,8 @@ GEM
      parser
    scss_lint (0.60.0)
      sass (~> 3.5, >= 3.5.5)
-    searchkick (5.5.2)
-      activemodel (>= 7.1)
-      hashie
+    searchkick (6.0.3)
+      activemodel (>= 7.2)
    securerandom (0.4.1)
    seed_dump (3.3.1)
      activerecord (>= 4)
@@ -885,16 +876,17 @@ GEM
      zeitwerk (~> 2.5)
    shoulda-matchers (5.3.0)
      activesupport (>= 5.2.0)
-    sidekiq (7.3.1)
-      concurrent-ruby (< 2)
+    sidekiq (7.3.9)
+      base64
      connection_pool (>= 2.3.0)
      logger
      rack (>= 2.2.4)
      redis-client (>= 0.22.2)
-    sidekiq-cron (1.12.0)
-      fugit (~> 1.8)
+    sidekiq-cron (2.3.1)
+      cronex (>= 0.13.0)
+      fugit (~> 1.8, >= 1.11.1)
      globalid (>= 1.0.1)
-      sidekiq (>= 6)
+      sidekiq (>= 6.5.0)
    sidekiq_alive (2.5.0)
      gserver (~> 0.0.1)
      sidekiq (>= 5, < 9)
@@ -934,12 +926,13 @@ GEM
    squasher (0.7.2)
    stackprof (0.2.25)
    statsd-ruby (1.5.0)
-    stripe (18.0.1)
+    stringio (3.2.0)
+    stripe (18.1.0)
    telephone_number (1.4.20)
    test-prof (1.2.1)
-    thor (1.4.0)
-    tidewave (0.2.0)
-      fast-mcp (~> 1.5.0)
+    thor (1.5.0)
+    tidewave (0.4.1)
+      fast-mcp (~> 1.6.0)
      rack (>= 2.0)
      rails (>= 7.1.0)
    tilt (2.3.0)
@@ -948,7 +941,8 @@ GEM
      i18n
    timeout (0.4.3)
    trailblazer-option (0.1.2)
-    twilio-ruby (7.6.0)
+    tsort (0.2.0)
+    twilio-ruby (5.77.0)
      faraday (>= 0.9, < 3.0)
      jwt (>= 1.5, < 3.0)
      nokogiri (>= 1.6, < 2.0)
@@ -964,21 +958,25 @@ GEM
    unf (0.1.4)
      unf_ext
    unf_ext (0.0.8.2)
+    unicode (0.4.4.5)
    unicode-display_width (3.1.4)
      unicode-emoji (~> 4.0, >= 4.0.4)
    unicode-emoji (4.0.4)
    uniform_notifier (1.17.0)
-    uri (1.0.4)
+    uri (1.1.1)
    uri_template (0.7.0)
+    useragent (0.16.11)
    valid_email2 (5.2.6)
      activemodel (>= 3.2)
      mail (~> 2.5)
    version_gem (1.1.4)
-    vite_rails (3.0.17)
-      railties (>= 5.1, < 8)
+    vite_rails (3.0.20)
+      railties (>= 5.1, < 9)
      vite_ruby (~> 3.0, >= 3.2.2)
-    vite_ruby (3.8.0)
+    vite_ruby (3.9.2)
      dry-cli (>= 0.7, < 2)
+      logger (~> 1.6)
+      mutex_m
      rack-proxy (~> 0.6, >= 0.6.1)
      zeitwerk (~> 2.2)
    warden (1.2.9)
@@ -995,7 +993,7 @@ GEM
      addressable (>= 2.8.0)
      crack (>= 0.3.2)
      hashdiff (>= 0.4.0, < 2.0.0)
-    websocket-driver (0.7.7)
+    websocket-driver (0.8.0)
      base64
      websocket-extensions (>= 0.1.0)
    websocket-extensions (0.1.5)
@@ -1003,7 +1001,7 @@ GEM
    working_hours (1.4.1)
      activesupport (>= 3.2)
      tzinfo
-    zeitwerk (2.6.17)
+    zeitwerk (2.7.4)

 PLATFORMS
  arm64-darwin-20
@@ -1020,16 +1018,16 @@ DEPENDENCIES
  active_record_query_trace
  activerecord-import
  acts-as-taggable-on
-  administrate (>= 0.20.1)
-  administrate-field-active_storage (>= 1.0.3)
-  administrate-field-belongs_to_search (>= 0.9.0)
+  administrate
+  administrate-field-active_storage
+  administrate-field-belongs_to_search
  ai-agents (>= 0.7.0)
  annotaterb
  attr_extras
  audited (~> 5.4, >= 5.4.1)
  aws-actionmailbox-ses (~> 0)
  aws-sdk-s3
-  azure-storage-blob!
+  azure-blob
  barnes
  bootsnap
  brakeman
@@ -1038,7 +1036,7 @@ DEPENDENCIES
  bundle-audit
  byebug
  climate_control
-  commonmarker
+  commonmarker (~> 0.23.11)
  csv-safe
  database_cleaner
  datadog (~> 2.0)
@@ -1108,10 +1106,10 @@ DEPENDENCIES
  puma
  pundit
  rack-attack (>= 6.7.0)
-  rack-cors (= 2.0.0)
+  rack-cors
  rack-mini-profiler (>= 3.2.0)
  rack-timeout
-  rails (~> 7.1)
+  rails (~> 7.2.0)
  redis
  redis-namespace
  responders (>= 3.1.1)
@@ -1124,6 +1122,7 @@ DEPENDENCIES
  rubocop-performance
  rubocop-rails
  rubocop-rspec
+  rubocop-rspec_rails
  ruby-openai
  ruby_llm (>= 1.8.2)
  ruby_llm-schema
@@ -1137,7 +1136,7 @@ DEPENDENCIES
  shopify_api
  shoulda-matchers
  sidekiq (>= 7.3.1)
-  sidekiq-cron (>= 1.12.0)
+  sidekiq-cron (>= 2.3.1)
  sidekiq_alive
  simplecov (>= 0.21)
  simplecov_json_formatter
@@ -158,6 +158,7 @@ class Messages::Instagram::BaseMessageBuilder < Messages::Messenger::MessageBuil
      account_id: conversation.account_id,
      inbox_id: conversation.inbox_id,
      message_type: message_type,
+      status: @outgoing_echo ? :delivered : :sent,
      source_id: message_identifier,
      content: message_content,
      sender: @outgoing_echo ? nil : contact,
@@ -166,6 +167,7 @@ class Messages::Instagram::BaseMessageBuilder < Messages::Messenger::MessageBuil
      }
    }

+    params[:content_attributes][:external_echo] = true if @outgoing_echo
    params[:content_attributes][:is_unsupported] = true if message_is_unsupported?
    params
  end
@@ -0,0 +1,68 @@
+class V2::Reports::FirstResponseTimeDistributionBuilder
+  include DateRangeHelper
+
+  attr_reader :account, :params
+
+  def initialize(account:, params:)
+    @account = account
+    @params = params
+  end
+
+  def build
+    build_distribution
+  end
+
+  private
+
+  def build_distribution
+    results = fetch_aggregated_counts
+    map_to_channel_types(results)
+  end
+
+  def fetch_aggregated_counts
+    ReportingEvent
+      .where(account_id: account.id, name: 'first_response')
+      .where(range_condition)
+      .group(:inbox_id)
+      .select(
+        :inbox_id,
+        bucket_case_statements
+      )
+  end
+
+  def bucket_case_statements
+    <<~SQL.squish
+      COUNT(CASE WHEN value < 3600 THEN 1 END) AS bucket_0_1h,
+      COUNT(CASE WHEN value >= 3600 AND value < 14400 THEN 1 END) AS bucket_1_4h,
+      COUNT(CASE WHEN value >= 14400 AND value < 28800 THEN 1 END) AS bucket_4_8h,
+      COUNT(CASE WHEN value >= 28800 AND value < 86400 THEN 1 END) AS bucket_8_24h,
+      COUNT(CASE WHEN value >= 86400 THEN 1 END) AS bucket_24h_plus
+    SQL
+  end
+
+  def range_condition
+    range.present? ? { created_at: range } : {}
+  end
+
+  def inbox_channel_types
+    @inbox_channel_types ||= account.inboxes.pluck(:id, :channel_type).to_h
+  end
+
+  def map_to_channel_types(results)
+    results.each_with_object({}) do |row, hash|
+      channel_type = inbox_channel_types[row.inbox_id]
+      next unless channel_type
+
+      hash[channel_type] ||= empty_buckets
+      hash[channel_type]['0-1h'] += row.bucket_0_1h
+      hash[channel_type]['1-4h'] += row.bucket_1_4h
+      hash[channel_type]['4-8h'] += row.bucket_4_8h
+      hash[channel_type]['8-24h'] += row.bucket_8_24h
+      hash[channel_type]['24h+'] += row.bucket_24h_plus
+    end
+  end
+
+  def empty_buckets
+    { '0-1h' => 0, '1-4h' => 0, '4-8h' => 0, '8-24h' => 0, '24h+' => 0 }
+  end
+end
@@ -0,0 +1,65 @@
+class V2::Reports::InboxLabelMatrixBuilder
+  include DateRangeHelper
+
+  attr_reader :account, :params
+
+  def initialize(account:, params:)
+    @account = account
+    @params = params
+  end
+
+  def build
+    {
+      inboxes: filtered_inboxes.map { |inbox| { id: inbox.id, name: inbox.name } },
+      labels: filtered_labels.map { |label| { id: label.id, title: label.title } },
+      matrix: build_matrix
+    }
+  end
+
+  private
+
+  def filtered_inboxes
+    @filtered_inboxes ||= begin
+      inboxes = account.inboxes
+      inboxes = inboxes.where(id: params[:inbox_ids]) if params[:inbox_ids].present?
+      inboxes.order(:name).to_a
+    end
+  end
+
+  def filtered_labels
+    @filtered_labels ||= begin
+      labels = account.labels
+      labels = labels.where(id: params[:label_ids]) if params[:label_ids].present?
+      labels.order(:title).to_a
+    end
+  end
+
+  def conversation_filter
+    filter = { account_id: account.id }
+    filter[:created_at] = range if range.present?
+    filter[:inbox_id] = params[:inbox_ids] if params[:inbox_ids].present?
+    filter
+  end
+
+  def fetch_grouped_counts
+    label_names = filtered_labels.map(&:title)
+    return {} if label_names.empty?
+
+    ActsAsTaggableOn::Tagging
+      .joins('INNER JOIN conversations ON taggings.taggable_id = conversations.id')
+      .joins('INNER JOIN tags ON taggings.tag_id = tags.id')
+      .where(taggable_type: 'Conversation', context: 'labels', conversations: conversation_filter)
+      .where(tags: { name: label_names })
+      .group('conversations.inbox_id', 'tags.name')
+      .count
+  end
+
+  def build_matrix
+    counts = fetch_grouped_counts
+    filtered_inboxes.map do |inbox|
+      filtered_labels.map do |label|
+        counts[[inbox.id, label.title]] || 0
+      end
+    end
+  end
+end
@@ -70,8 +70,10 @@ class Api::V1::Accounts::ConversationsController < Api::V1::Accounts::BaseContro

  def transcript
    render json: { error: 'email param missing' }, status: :unprocessable_entity and return if params[:email].blank?
+    return head :too_many_requests unless @conversation.account.within_email_rate_limit?

    ConversationReplyMailer.with(account: @conversation.account).conversation_transcript(@conversation, params[:email])&.deliver_later
+    @conversation.account.increment_email_sent_count
    head :ok
  end

@@ -28,7 +28,7 @@ class Api::V1::Accounts::Integrations::LinearController < Api::V1::Accounts::Bas
  end

  def create_issue
-    issue = linear_processor_service.create_issue(permitted_params, Current.user)
+    issue = linear_processor_service.create_issue(permitted_params.to_h.stringify_keys, Current.user)
    if issue[:error]
      render json: { error: issue[:error] }, status: :unprocessable_entity
    else
@@ -35,12 +35,9 @@ class Api::V1::Widget::ConversationsController < Api::V1::Widget::BaseController
  end

  def transcript
-    if conversation.present? && conversation.contact.present? && conversation.contact.email.present?
-      ConversationReplyMailer.with(account: conversation.account).conversation_transcript(
-        conversation,
-        conversation.contact.email
-      )&.deliver_later
-    end
+    return head :too_many_requests unless conversation.present? && conversation.account.within_email_rate_limit?
+
+    send_transcript_email
    head :ok
  end

@@ -77,6 +74,16 @@ class Api::V1::Widget::ConversationsController < Api::V1::Widget::BaseController

  private

+  def send_transcript_email
+    return if conversation.contact&.email.blank?
+
+    ConversationReplyMailer.with(account: conversation.account).conversation_transcript(
+      conversation,
+      conversation.contact.email
+    )&.deliver_later
+    conversation.account.increment_email_sent_count
+  end
+
  def trigger_typing_event(event)
    Rails.configuration.dispatcher.dispatch(event, Time.zone.now, conversation: conversation, user: @contact)
  end
@@ -62,6 +62,22 @@ class Api::V2::Accounts::ReportsController < Api::V1::Accounts::BaseController
    render json: bot_metrics
  end

+  def inbox_label_matrix
+    builder = V2::Reports::InboxLabelMatrixBuilder.new(
+      account: Current.account,
+      params: inbox_label_matrix_params
+    )
+    render json: builder.build
+  end
+
+  def first_response_time_distribution
+    builder = V2::Reports::FirstResponseTimeDistributionBuilder.new(
+      account: Current.account,
+      params: first_response_time_distribution_params
+    )
+    render json: builder.build
+  end
+
  private

  def generate_csv(filename, template)
@@ -139,4 +155,20 @@ class Api::V2::Accounts::ReportsController < Api::V1::Accounts::BaseController
  def conversation_metrics
    V2::ReportBuilder.new(Current.account, conversation_params).conversation_metrics
  end
+
+  def inbox_label_matrix_params
+    {
+      since: params[:since],
+      until: params[:until],
+      inbox_ids: params[:inbox_ids],
+      label_ids: params[:label_ids]
+    }
+  end
+
+  def first_response_time_distribution_params
+    {
+      since: params[:since],
+      until: params[:until]
+    }
+  end
 end
@@ -42,7 +42,7 @@ class SuperAdmin::AppConfigsController < SuperAdmin::ApplicationController
      'facebook' => %w[FB_APP_ID FB_VERIFY_TOKEN FB_APP_SECRET IG_VERIFY_TOKEN FACEBOOK_API_VERSION ENABLE_MESSENGER_CHANNEL_HUMAN_AGENT],
      'shopify' => %w[SHOPIFY_CLIENT_ID SHOPIFY_CLIENT_SECRET],
      'microsoft' => %w[AZURE_APP_ID AZURE_APP_SECRET],
-      'email' => ['MAILER_INBOUND_EMAIL_DOMAIN'],
+      'email' => %w[MAILER_INBOUND_EMAIL_DOMAIN ACCOUNT_EMAILS_LIMIT ACCOUNT_EMAILS_PLAN_LIMITS],
      'linear' => %w[LINEAR_CLIENT_ID LINEAR_CLIENT_SECRET],
      'slack' => %w[SLACK_CLIENT_ID SLACK_CLIENT_SECRET],
      'instagram' => %w[INSTAGRAM_APP_ID INSTAGRAM_APP_SECRET INSTAGRAM_VERIFY_TOKEN INSTAGRAM_API_VERSION ENABLE_INSTAGRAM_CHANNEL_HUMAN_AGENT],
@@ -20,7 +20,9 @@ class SuperAdmin::InstanceStatusesController < SuperAdmin::ApplicationController
  end

  def instance_meta
-    @metrics['Database Migrations'] = ActiveRecord::Base.connection.migration_context.needs_migration? ? 'pending' : 'completed'
+    migrations_paths = ActiveRecord::Migrator.migrations_paths
+    migrations_context = ActiveRecord::MigrationContext.new(migrations_paths)
+    @metrics['Database Migrations'] = migrations_context.needs_migration? ? 'pending' : 'completed'
  end

  def chatwoot_version
@@ -3,12 +3,14 @@ import { onMounted, computed, ref, toRefs } from 'vue';
 import { useTimeoutFn } from '@vueuse/core';
 import { provideMessageContext } from './provider.js';
 import { useTrack } from 'dashboard/composables';
+import { useMapGetter } from 'dashboard/composables/store';
 import { emitter } from 'shared/helpers/mitt';
 import { useI18n } from 'vue-i18n';
 import { useRoute } from 'vue-router';
 import { LocalStorage } from 'shared/helpers/localStorage';
 import { ACCOUNT_EVENTS } from 'dashboard/helper/AnalyticsHelper/events';
 import { LOCAL_STORAGE_KEYS } from 'dashboard/constants/localStorage';
+import { getInboxIconByType } from 'dashboard/helper/inbox';
 import { BUS_EVENTS } from 'shared/constants/busEvents';
 import {
  MESSAGE_TYPES,
@@ -139,6 +141,8 @@ const showBackgroundHighlight = ref(false);
 const showContextMenu = ref(false);
 const { t } = useI18n();
 const route = useRoute();
+const inboxGetter = useMapGetter('inboxes/getInbox');
+const inbox = computed(() => inboxGetter.value(props.inboxId) || {});

 /**
 * Computes the message variant based on props
@@ -162,6 +166,10 @@ const variant = computed(() => {
  if (props.contentAttributes?.isUnsupported)
    return MESSAGE_VARIANTS.UNSUPPORTED;

+  if (props.contentAttributes?.externalEcho) {
+    return MESSAGE_VARIANTS.AGENT;
+  }
+
  const isBot = !props.sender || props.sender.type === SENDER_TYPES.AGENT_BOT;
  if (isBot && props.messageType === MESSAGE_TYPES.OUTGOING) {
    return MESSAGE_VARIANTS.BOT;
@@ -424,6 +432,18 @@ function handleReplyTo() {
 }

 const avatarInfo = computed(() => {
+  if (props.contentAttributes?.externalEcho) {
+    const { name, avatar_url, channel_type, medium } = inbox.value;
+    const iconName = avatar_url
+      ? null
+      : getInboxIconByType(channel_type, medium);
+    return {
+      name: iconName ? '' : name || t('CONVERSATION.NATIVE_APP'),
+      src: avatar_url || '',
+      iconName,
+    };
+  }
+
  // If no sender, return bot info
  if (!props.sender) {
    return {
@@ -451,6 +471,9 @@ const avatarInfo = computed(() => {
 });

 const avatarTooltip = computed(() => {
+  if (props.contentAttributes?.externalEcho) {
+    return t('CONVERSATION.NATIVE_APP_ADVISORY');
+  }
  if (avatarInfo.value.name === '') return '';
  return `${t('CONVERSATION.SENT_BY')} ${avatarInfo.value.name}`;
 });
@@ -484,7 +507,7 @@ provideMessageContext({
  <div
    v-if="shouldRenderMessage"
    :id="`message${props.id}`"
-    class="flex mb-2 w-full message-bubble-container"
+    class="flex w-full mb-2 message-bubble-container"
    :data-message-id="props.id"
    :class="[
      flexOrientationClass,
@@ -7,6 +7,7 @@ import { emitter } from 'shared/helpers/mitt';
 import { useMessageContext } from '../provider.js';
 import { useI18n } from 'vue-i18n';

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

@@ -80,7 +81,7 @@ const replyToPreview = computed(() => {

  const { content, attachments } = inReplyTo.value;

-  if (content) return content;
+  if (content) return new MessageFormatter(content).formattedMessage;
  if (attachments?.length) {
    const firstAttachment = attachments[0];
    const fileType = firstAttachment.fileType ?? firstAttachment.file_type;
@@ -107,9 +108,10 @@ const replyToPreview = computed(() => {
      class="p-2 -mx-1 mb-2 rounded-lg cursor-pointer bg-n-alpha-black1"
      @click="scrollToMessage"
    >
-      <span class="break-all line-clamp-2">
-        {{ replyToPreview }}
-      </span>
+      <div
+        v-dompurify-html="replyToPreview"
+        class="prose prose-bubble line-clamp-2"
+      />
    </div>
    <slot />
    <MessageMeta
@@ -127,6 +127,7 @@ const validateSingleAction = action => {
    'resolve_conversation',
    'remove_assigned_team',
    'open_conversation',
+    'pending_conversation',
  ];

  if (
@@ -150,7 +150,8 @@
      "ADD_PRIVATE_NOTE": "Add a Private Note",
      "CHANGE_PRIORITY": "Change Priority",
      "ADD_SLA": "Add SLA",
-      "OPEN_CONVERSATION": "Open conversation"
+      "OPEN_CONVERSATION": "Open conversation",
+      "PENDING_CONVERSATION": "Mark conversation as pending"
    },
    "MESSAGE_TYPES": {
      "INCOMING": "Incoming Message",
@@ -253,6 +253,8 @@
    "MESSAGE_ERROR": "Unable to send this message, please try again later",
    "SENT_BY": "Sent by:",
    "BOT": "Bot",
+    "NATIVE_APP": "Native app",
+    "NATIVE_APP_ADVISORY": "This message was sent from the native app. Reply from Chatwoot to maintain the message window.",
    "SEND_FAILED": "Couldn't send message! Try again",
    "TRY_AGAIN": "retry",
    "ASSIGNMENT": {
@@ -116,6 +116,10 @@ export const AUTOMATIONS = {
        key: 'open_conversation',
        name: 'OPEN_CONVERSATION',
      },
+      {
+        key: 'pending_conversation',
+        name: 'PENDING_CONVERSATION',
+      },
      {
        key: 'resolve_conversation',
        name: 'RESOLVE_CONVERSATION',
@@ -232,6 +236,10 @@ export const AUTOMATIONS = {
        key: 'snooze_conversation',
        name: 'SNOOZE_CONVERSATION',
      },
+      {
+        key: 'pending_conversation',
+        name: 'PENDING_CONVERSATION',
+      },
      {
        key: 'resolve_conversation',
        name: 'RESOLVE_CONVERSATION',
@@ -360,6 +368,10 @@ export const AUTOMATIONS = {
        key: 'snooze_conversation',
        name: 'SNOOZE_CONVERSATION',
      },
+      {
+        key: 'pending_conversation',
+        name: 'PENDING_CONVERSATION',
+      },
      {
        key: 'resolve_conversation',
        name: 'RESOLVE_CONVERSATION',
@@ -482,6 +494,10 @@ export const AUTOMATIONS = {
        key: 'snooze_conversation',
        name: 'SNOOZE_CONVERSATION',
      },
+      {
+        key: 'pending_conversation',
+        name: 'PENDING_CONVERSATION',
+      },
      {
        key: 'send_webhook_event',
        name: 'SEND_WEBHOOK_EVENT',
@@ -668,6 +684,11 @@ export const AUTOMATION_ACTION_TYPES = [
    label: 'OPEN_CONVERSATION',
    inputType: null,
  },
+  {
+    key: 'pending_conversation',
+    label: 'PENDING_CONVERSATION',
+    inputType: null,
+  },
  {
    key: 'send_webhook_event',
    label: 'SEND_WEBHOOK_EVENT',
@@ -3,6 +3,7 @@ class ConversationReplyEmailJob < ApplicationJob

  def perform(conversation_id, last_queued_id)
    conversation = Conversation.find(conversation_id)
+    return unless conversation.account.active?

    if conversation.messages.incoming&.last&.content_type == 'incoming_email'
      ConversationReplyMailer.with(account: conversation.account).reply_without_summary(conversation, last_queued_id).deliver_later
@@ -54,7 +54,7 @@ class Webhooks::TiktokEventsJob < MutexApplicationJob
  # Receive real-time notifications if you send a message to a user.
  def im_send_msg
    # This can be either an echo message or a message sent directly via tiktok application
-    ::Tiktok::MessageService.new(channel: channel, content: content).perform
+    ::Tiktok::MessageService.new(channel: channel, content: content, outgoing_echo: true).perform
  end

  # Receive real-time notifications if a user outside the European Economic Area (EEA), Switzerland, or the UK sends a message to you.
@@ -9,6 +9,56 @@ class Webhooks::WhatsappEventsJob < ApplicationJob
      return
    end

+    if message_echo_event?(params)
+      handle_message_echo(channel, params)
+    else
+      handle_message_events(channel, params)
+    end
+  end
+
+  # Detects if the webhook is an SMB message echo event (message sent from WhatsApp Business app)
+  # This is part of WhatsApp coexistence feature where businesses can respond from both
+  # Chatwoot and the WhatsApp Business app, with messages synced to Chatwoot.
+  #
+  # Regular message payload (field: "messages"):
+  # {
+  #   "entry": [{
+  #     "changes": [{
+  #       "field": "messages",
+  #       "value": {
+  #         "contacts": [{ "wa_id": "919745786257", "profile": { "name": "Customer" } }],
+  #         "messages": [{ "from": "919745786257", "id": "wamid...", "text": { "body": "Hello" } }]
+  #       }
+  #     }]
+  #   }]
+  # }
+  #
+  # Echo message payload (field: "smb_message_echoes"):
+  # {
+  #   "entry": [{
+  #     "changes": [{
+  #       "field": "smb_message_echoes",
+  #       "value": {
+  #         "message_echoes": [{ "from": "971545296927", "to": "919745786257", "id": "wamid...", "text": { "body": "Hi" } }]
+  #       }
+  #     }]
+  #   }]
+  # }
+  #
+  # Key differences:
+  # - field: "smb_message_echoes" instead of "messages"
+  # - message_echoes[] instead of messages[]
+  # - "from" is the business number, "to" is the contact (reversed from regular messages)
+  # - No "contacts" array in echo payload
+  def message_echo_event?(params)
+    params.dig(:entry, 0, :changes, 0, :field) == 'smb_message_echoes'
+  end
+
+  def handle_message_echo(channel, params)
+    Whatsapp::IncomingMessageWhatsappCloudService.new(inbox: channel.inbox, params: params, outgoing_echo: true).perform
+  end
+
+  def handle_message_events(channel, params)
    case channel.provider
    when 'whatsapp_cloud'
      Whatsapp::IncomingMessageWhatsappCloudService.new(inbox: channel.inbox, params: params).perform
@@ -38,6 +38,7 @@ class ConversationReplyMailer < ApplicationMailer
    return unless smtp_config_set_or_development?

    init_conversation_attributes(message.conversation)
+
    @message = message
    prepare_mail(true)
  end
@@ -29,6 +29,7 @@ class Account < ApplicationRecord
  include Featurable
  include CacheKeys
  include CaptainFeaturable
+  include AccountEmailRateLimitable

  SETTINGS_PARAMS_SCHEMA = {
    'type': 'object',
@@ -41,8 +41,8 @@ class AutomationRule < ApplicationRecord

  def actions_attributes
    %w[send_message add_label remove_label send_email_to_team assign_team assign_agent send_webhook_event mute_conversation
-       send_attachment change_status resolve_conversation open_conversation snooze_conversation change_priority send_email_transcript
-       add_private_note].freeze
+       send_attachment change_status resolve_conversation open_conversation pending_conversation snooze_conversation change_priority
+       send_email_transcript add_private_note].freeze
  end

  def file_base_data
@@ -0,0 +1,49 @@
+module AccountEmailRateLimitable
+  extend ActiveSupport::Concern
+
+  OUTBOUND_EMAIL_TTL = 25.hours.to_i
+  EMAIL_LIMIT_CONFIG_KEY = 'ACCOUNT_EMAILS_LIMIT'.freeze
+
+  def email_rate_limit
+    account_limit || global_limit || default_limit
+  end
+
+  def emails_sent_today
+    Redis::Alfred.get(email_count_cache_key).to_i
+  end
+
+  def within_email_rate_limit?
+    return true if emails_sent_today < email_rate_limit
+
+    Rails.logger.warn("Account #{id} reached daily email rate limit of #{email_rate_limit}. Sent: #{emails_sent_today}")
+    false
+  end
+
+  def increment_email_sent_count
+    Redis::Alfred.incr(email_count_cache_key).tap do |count|
+      Redis::Alfred.expire(email_count_cache_key, OUTBOUND_EMAIL_TTL) if count == 1
+    end
+  end
+
+  private
+
+  def email_count_cache_key
+    @email_count_cache_key ||= format(
+      Redis::Alfred::ACCOUNT_OUTBOUND_EMAIL_COUNT_KEY,
+      account_id: id,
+      date: Time.zone.today.to_s
+    )
+  end
+
+  def account_limit
+    self[:limits]&.dig('emails')&.to_i
+  end
+
+  def global_limit
+    GlobalConfig.get(EMAIL_LIMIT_CONFIG_KEY)[EMAIL_LIMIT_CONFIG_KEY]&.to_i
+  end
+
+  def default_limit
+    ChatwootApp.max_limit.to_i
+  end
+end
@@ -19,6 +19,11 @@ class InstallationConfig < ApplicationRecord
  # https://discuss.rubyonrails.org/t/cve-2022-32224-possible-rce-escalation-bug-with-serialized-columns-in-active-record/81017
  # FIX ME : fixes breakage of installation config. we need to migrate.
  # Fix configuration in application.rb
+  #
+  # Note: This whole thing is because we store the installation config serialized in YAML in Database
+  # This serialized version stores HashWithIndifferentAccess, We could avoid all this complexity if we store the value as JSONB
+  # We could also avoid this issue if we migrate the installation config to JSONB
+  # We should do this migration at some point in time.
  serialize :serialized_value, coder: YAML, type: ActiveSupport::HashWithIndifferentAccess

  before_validation :set_lock
@@ -18,7 +18,7 @@ class Integrations::Hook < ApplicationRecord
  include Reauthorizable

  attr_readonly :app_id, :account_id, :inbox_id, :hook_type
-  before_validation :ensure_hook_type
+  before_validation :ensure_hook_type, on: :create
  after_create :trigger_setup_if_crm

  # TODO: Remove guard once encryption keys become mandatory (target 3-4 releases out).
@@ -86,7 +86,9 @@ class Integrations::Hook < ApplicationRecord
  end

  def ensure_hook_type
-    self.hook_type = app.params[:hook_type] if app.present?
+    return if app.blank?
+
+    self.hook_type = app.params[:hook_type]
  end

  def validate_settings_json_schema
@@ -344,10 +344,11 @@ class Message < ApplicationRecord
    # if the sender is not a user, it's not a human response
    # if automation rule id is present, it's not a human response
    # if campaign id is present, it's not a human response
+    # external echo messages are responses sent from the native app (WhatsApp Business, Instagram)
    outgoing? &&
      content_attributes['automation_rule_id'].blank? &&
      additional_attributes['campaign_id'].blank? &&
-      sender.is_a?(User)
+      (sender.is_a?(User) || content_attributes['external_echo'].present?)
  end

  def bot_response?
@@ -420,6 +421,8 @@ class Message < ApplicationRecord
  end

  def reindex_for_search
+    return unless respond_to?(:reindex)
+
    reindex(mode: :async)
  end
 end
@@ -69,7 +69,7 @@ class User < ApplicationRecord

  # TODO: remove in a future version once online status is moved to account users
  # remove the column availability from users
-  enum availability: { online: 0, offline: 1, busy: 2 }
+  enum :availability, { online: 0, offline: 1, busy: 2 }

  # The validation below has been commented out as it does not
  # work because :validatable in devise overrides this.
@@ -77,7 +77,7 @@ class User < ApplicationRecord

  validates :email, presence: true

-  serialize :otp_backup_codes, type: Array
+  serialize :otp_backup_codes, coder: JSON, type: Array

  # Encrypt sensitive MFA fields
  encrypts :otp_secret, deterministic: true
@@ -88,7 +88,7 @@ class User < ApplicationRecord
  accepts_nested_attributes_for :account_users

  has_many :assigned_conversations, foreign_key: 'assignee_id', class_name: 'Conversation', dependent: :nullify, inverse_of: :assignee
-  alias_attribute :conversations, :assigned_conversations
+  alias conversations assigned_conversations
  has_many :csat_survey_responses, foreign_key: 'assigned_agent_id', dependent: :nullify, inverse_of: :assigned_agent
  has_many :reviewed_csat_survey_responses, foreign_key: 'review_notes_updated_by_id', class_name: 'CsatSurveyResponse',
                                            dependent: :nullify, inverse_of: :review_notes_updated_by
@@ -22,6 +22,10 @@ class ActionService
    @conversation.open!
  end

+  def pending_conversation(_params)
+    @conversation.pending!
+  end
+
  def change_status(status)
    @conversation.update!(status: status[0])
  end
@@ -82,7 +82,7 @@ class Crm::Leadsquared::SetupService
  end

  def update_hook_settings(params)
-    @hook.settings = @hook.settings.merge(params)
+    @hook.settings = @hook.settings.merge(params.stringify_keys)
    @hook.save!
  end

@@ -13,6 +13,7 @@ class Messages::SendEmailNotificationService
    return unless Redis::Alfred.set(conversation_mail_key, message.id, nx: true, ex: 1.hour.to_i)

    ConversationReplyEmailJob.set(wait: 2.minutes).perform_later(conversation.id, message.id)
+    message.account.increment_email_sent_count
  end

  private
@@ -20,6 +21,7 @@ class Messages::SendEmailNotificationService
  def should_send_email_notification?
    return false unless message.email_notifiable_message?
    return false if message.conversation.contact.email.blank?
+    return false unless message.account.within_email_rate_limit?

    email_reply_enabled?
  end
@@ -7,15 +7,22 @@ class Notification::EmailNotificationService
    # don't send emails if user is not confirmed
    return if notification.user.confirmed_at.nil?
    return unless user_subscribed_to_notification?
+    return unless notification.account.within_email_rate_limit?

-    # TODO : Clean up whatever happening over here
-    # Segregate the mailers properly
-    AgentNotifications::ConversationNotificationsMailer.with(account: notification.account).public_send(notification
-      .notification_type.to_s, notification.primary_actor, notification.user, notification.secondary_actor).deliver_later
+    send_notification_email
+    notification.account.increment_email_sent_count
  end

  private

+  # TODO : Clean up whatever happening over here
+  # Segregate the mailers properly
+  def send_notification_email
+    AgentNotifications::ConversationNotificationsMailer.with(account: notification.account).public_send(
+      notification.notification_type.to_s, notification.primary_actor, notification.user, notification.secondary_actor
+    ).deliver_later
+  end
+
  def user_subscribed_to_notification?
    notification_setting = notification.user.notification_settings.find_by(account_id: notification.account.id)
    return true if notification_setting.public_send("email_#{notification.notification_type}?")
@@ -1,11 +1,10 @@
 class Tiktok::MessageService
  include Tiktok::MessagingHelpers

-  pattr_initialize [:channel!, :content!]
+  pattr_initialize [:channel!, :content!, :outgoing_echo]

  def perform
    if outgoing_message?
-      # Skip processing echo messages
      message = find_message(tt_conversation_id, tt_message_id)
      return if message.present?
    end
@@ -39,7 +38,7 @@ class Tiktok::MessageService
      updated_at: tt_message_time
    )

-    message.sender = contact_inbox.contact if incoming_message?
+    message.sender = contact_inbox.contact if incoming_message? && !outgoing_echo
    message.status = :delivered if outgoing_message?

    create_message_attachments(message)
@@ -91,6 +90,7 @@ class Tiktok::MessageService
    attributes = {}
    attributes[:in_reply_to_external_id] = tt_referenced_message_id if tt_referenced_message_id
    attributes[:is_unsupported] = true unless supported_message?
+    attributes[:external_echo] = true if outgoing_echo
    attributes
  end

@@ -61,16 +61,36 @@ class Whatsapp::FacebookApiClient
  end

  def subscribe_waba_webhook(waba_id, callback_url, verify_token)
+    # Step 1: Subscribe app to WABA first (required before override)
+    # Meta requires the app to be subscribed before using override_callback_uri
+    # See: https://github.com/chatwoot/chatwoot/issues/13097
+    subscribe_app_to_waba(waba_id)
+
+    # Step 2: Override callback URL for this specific WABA
+    override_waba_callback(waba_id, callback_url, verify_token)
+  end
+
+  def subscribe_app_to_waba(waba_id)
+    response = HTTParty.post(
+      "#{BASE_URI}/#{@api_version}/#{waba_id}/subscribed_apps",
+      headers: request_headers
+    )
+
+    handle_response(response, 'App subscription to WABA failed')
+  end
+
+  def override_waba_callback(waba_id, callback_url, verify_token)
    response = HTTParty.post(
      "#{BASE_URI}/#{@api_version}/#{waba_id}/subscribed_apps",
      headers: request_headers,
      body: {
        override_callback_uri: callback_url,
-        verify_token: verify_token
+        verify_token: verify_token,
+        subscribed_fields: %w[messages smb_message_echoes]
      }.to_json
    )

-    handle_response(response, 'Webhook subscription failed')
+    handle_response(response, 'Webhook callback override failed')
  end

  def unsubscribe_waba_webhook(waba_id)
@@ -4,18 +4,23 @@
 class Whatsapp::IncomingMessageBaseService
  include ::Whatsapp::IncomingMessageServiceHelpers

-  pattr_initialize [:inbox!, :params!]
+  pattr_initialize [:inbox!, :params!, :outgoing_echo]

  def perform
    processed_params

    if processed_params.try(:[], :statuses).present?
      process_statuses
-    elsif processed_params.try(:[], :messages).present?
+    elsif messages_data.present?
      process_messages
    end
  end

+  # Returns messages array for both regular messages and echo events
+  def messages_data
+    @processed_params&.dig(:messages) || @processed_params&.dig(:message_echoes)
+  end
+
  private

  def process_messages
@@ -26,7 +31,7 @@ class Whatsapp::IncomingMessageBaseService
    # Multiple webhook event can be received against the same message due to misconfigurations in the Meta
    # business manager account. While we have not found the core reason yet, the following line ensure that
    # there are no duplicate messages created.
-    return if find_message_by_source_id(@processed_params[:messages].first[:id]) || message_under_process?
+    return if find_message_by_source_id(messages_data.first[:id]) || message_under_process?

    cache_message_source_id_in_redis
    set_contact
@@ -57,7 +62,7 @@ class Whatsapp::IncomingMessageBaseService
  end

  def create_messages
-    message = @processed_params[:messages].first
+    message = messages_data.first
    log_error(message) && return if error_webhook_event?(message)

    process_in_reply_to(message)
@@ -67,20 +72,44 @@ class Whatsapp::IncomingMessageBaseService

  def create_contact_messages(message)
    message['contacts'].each do |contact|
-      create_message(contact)
+      # Pass source_id from parent message since contact objects don't have :id
+      create_message(contact, source_id: message[:id])
      attach_contact(contact)
      @message.save!
    end
  end

  def create_regular_message(message)
-    create_message(message)
+    create_message(message, source_id: message[:id])
    attach_files
    attach_location if message_type == 'location'
    @message.save!
  end

  def set_contact
+    if outgoing_echo
+      set_contact_from_echo
+    else
+      set_contact_from_message
+    end
+  end
+
+  def set_contact_from_echo
+    # For echo messages, contact phone is in the 'to' field
+    phone_number = messages_data.first[:to]
+    waid = processed_waid(phone_number)
+
+    contact_inbox = ::ContactInboxWithContactBuilder.new(
+      source_id: waid,
+      inbox: inbox,
+      contact_attributes: { name: "+#{phone_number}", phone_number: "+#{phone_number}" }
+    ).perform
+
+    @contact_inbox = contact_inbox
+    @contact = contact_inbox.contact
+  end
+
+  def set_contact_from_message
    contact_params = @processed_params[:contacts]&.first
    return if contact_params.blank?

@@ -89,7 +118,7 @@ class Whatsapp::IncomingMessageBaseService
    contact_inbox = ::ContactInboxWithContactBuilder.new(
      source_id: waid,
      inbox: inbox,
-      contact_attributes: { name: contact_params.dig(:profile, :name), phone_number: "+#{@processed_params[:messages].first[:from]}" }
+      contact_attributes: { name: contact_params.dig(:profile, :name), phone_number: "+#{messages_data.first[:from]}" }
    ).perform

    @contact_inbox = contact_inbox
@@ -115,7 +144,7 @@ class Whatsapp::IncomingMessageBaseService
  def attach_files
    return if %w[text button interactive location contacts].include?(message_type)

-    attachment_payload = @processed_params[:messages].first[message_type.to_sym]
+    attachment_payload = messages_data.first[message_type.to_sym]
    @message.content ||= attachment_payload[:caption]

    attachment_file = download_attachment_file(attachment_payload)
@@ -133,7 +162,7 @@ class Whatsapp::IncomingMessageBaseService
  end

  def attach_location
-    location = @processed_params[:messages].first['location']
+    location = messages_data.first['location']
    location_name = location['name'] ? "#{location['name']}, #{location['address']}" : ''
    @message.attachments.new(
      account_id: @message.account_id,
@@ -145,14 +174,17 @@ class Whatsapp::IncomingMessageBaseService
    )
  end

-  def create_message(message)
+  def create_message(message, source_id: nil)
    @message = @conversation.messages.build(
      content: message_content(message),
      account_id: @inbox.account_id,
      inbox_id: @inbox.id,
-      message_type: :incoming,
-      sender: @contact,
-      source_id: message[:id].to_s,
+      message_type: outgoing_echo ? :outgoing : :incoming,
+      # Set status to :delivered for echo messages to prevent SendReplyJob from trying to send them
+      status: outgoing_echo ? :delivered : :sent,
+      sender: outgoing_echo ? nil : @contact,
+      source_id: (source_id || message[:id]).to_s,
+      content_attributes: outgoing_echo ? { external_echo: true } : {},
      in_reply_to_external_id: @in_reply_to_external_id
    )
  end
@@ -189,7 +221,7 @@ class Whatsapp::IncomingMessageBaseService
  end

  def contact_name_matches_phone_number?
-    phone_number = "+#{@processed_params[:messages].first[:from]}"
+    phone_number = "+#{messages_data.first[:from]}"
    formatted_phone_number = TelephoneNumber.parse(phone_number).international_number
    @contact.name == phone_number || @contact.name == formatted_phone_number
  end
@@ -21,7 +21,7 @@ module Whatsapp::IncomingMessageServiceHelpers
  end

  def message_type
-    @processed_params[:messages].first[:type]
+    messages_data.first[:type]
  end

  def message_content(message)
@@ -70,19 +70,19 @@ module Whatsapp::IncomingMessageServiceHelpers
  end

  def message_under_process?
-    key = format(Redis::RedisKeys::MESSAGE_SOURCE_KEY, id: @processed_params[:messages].first[:id])
+    key = format(Redis::RedisKeys::MESSAGE_SOURCE_KEY, id: messages_data.first[:id])
    Redis::Alfred.get(key)
  end

  def cache_message_source_id_in_redis
-    return if @processed_params.try(:[], :messages).blank?
+    return if messages_data.blank?

-    key = format(Redis::RedisKeys::MESSAGE_SOURCE_KEY, id: @processed_params[:messages].first[:id])
+    key = format(Redis::RedisKeys::MESSAGE_SOURCE_KEY, id: messages_data.first[:id])
    ::Redis::Alfred.setex(key, true)
  end

  def clear_message_source_id_from_redis
-    key = format(Redis::RedisKeys::MESSAGE_SOURCE_KEY, id: @processed_params[:messages].first[:id])
+    key = format(Redis::RedisKeys::MESSAGE_SOURCE_KEY, id: messages_data.first[:id])
    ::Redis::Alfred.delete(key)
  end
 end
@@ -36,7 +36,7 @@ end
 module Chatwoot
  class Application < Rails::Application
    # Initialize configuration defaults for originally generated Rails version.
-    config.load_defaults 7.0
+    config.load_defaults 7.2

    config.eager_load_paths << Rails.root.join('lib')
    config.eager_load_paths << Rails.root.join('enterprise/lib')
@@ -13,7 +13,8 @@ end

 # Velma : Determined protector
 # used in rack attack
-$velma = ConnectionPool.new(size: 5, timeout: 1) do
+velma_size = ENV.fetch('REDIS_VELMA_SIZE', 10)
+$velma = ConnectionPool.new(size: velma_size, timeout: 1) do
  config = Rails.env.test? ? MockRedis.new : Redis.new(Redis::Config.app)
  Redis::Namespace.new('velma', redis: config, warning: true)
 end
@@ -107,6 +107,16 @@
  value:
  description: 'The support email address for your installation'
  locked: false
+- name: ACCOUNT_EMAILS_LIMIT
+  display_title: 'Account Email Sending Limit (Daily)'
+  description: 'Maximum number of non-channel emails an account can send per day'
+  value: 100
+  locked: false
+- name: ACCOUNT_EMAILS_PLAN_LIMITS
+  display_title: 'Account Email Plan Limits (Daily)'
+  description: 'Per-plan daily email sending limits as JSON'
+  value:
+  type: code
 # ------- End of Email Related Config ------- #

 # ------- Facebook Channel Related Config ------- #
@@ -444,6 +444,8 @@ Rails.application.routes.draw do
              get :conversations_summary
              get :conversation_traffic
              get :bot_metrics
+              get :inbox_label_matrix
+              get :first_response_time_distribution
            end
          end
          resource :year_in_review, only: [:show]
@@ -23,7 +23,7 @@ google:

 # Use rails credentials:edit to set the Azure Storage secret (as azure_storage:storage_access_key)
 microsoft:
-  service: AzureStorage
+  service: AzureBlob
  storage_account_name: <%= ENV.fetch('AZURE_STORAGE_ACCOUNT_NAME', '') %>
  storage_access_key: <%= ENV.fetch('AZURE_STORAGE_ACCESS_KEY', '') %>
  container: <%= ENV.fetch('AZURE_STORAGE_CONTAINER', '') %>
@@ -12,8 +12,11 @@ class ArticleKeyConverter

  def convert_key(id)
    verifier_name = 'ActiveStorage'
-    key_generator =  ActiveSupport::KeyGenerator.new(Rails.application.secrets.secret_key_base, iterations: 1000,
-                                                                                                hash_digest_class: OpenSSL::Digest::SHA1)
+    secret_key_base = Rails.application.credentials.secret_key_base ||
+                      Rails.application.secrets.secret_key_base
+    key_generator = ActiveSupport::KeyGenerator.new(secret_key_base,
+                                                    iterations: 1000,
+                                                    hash_digest_class: OpenSSL::Digest::SHA1)
    key_generator = ActiveSupport::CachingKeyGenerator.new(key_generator)
    secret = key_generator.generate_key(verifier_name.to_s)
    verifier = ActiveSupport::MessageVerifier.new(secret)
@@ -0,0 +1,11 @@
+class AddIndexToReportingEventsForResponseDistribution < ActiveRecord::Migration[7.1]
+  disable_ddl_transaction!
+
+  def change
+    add_index :reporting_events,
+              [:account_id, :name, :inbox_id, :created_at],
+              name: 'index_reporting_events_for_response_distribution',
+              algorithm: :concurrently,
+              if_not_exists: true
+  end
+end
@@ -10,7 +10,7 @@
 #
 # It's strongly recommended that you check this file into your version control system.

-ActiveRecord::Schema[7.1].define(version: 2026_01_20_121402) do
+ActiveRecord::Schema[7.1].define(version: 2026_01_30_061021) do
  # These extensions should be enabled to support this database
  enable_extension "pg_stat_statements"
  enable_extension "pg_trgm"
@@ -1115,6 +1115,7 @@ ActiveRecord::Schema[7.1].define(version: 2026_01_20_121402) do
    t.datetime "event_start_time", precision: nil
    t.datetime "event_end_time", precision: nil
    t.index ["account_id", "name", "created_at"], name: "reporting_events__account_id__name__created_at"
+    t.index ["account_id", "name", "inbox_id", "created_at"], name: "index_reporting_events_for_response_distribution"
    t.index ["account_id"], name: "index_reporting_events_on_account_id"
    t.index ["conversation_id"], name: "index_reporting_events_on_conversation_id"
    t.index ["created_at"], name: "index_reporting_events_on_created_at"
@@ -29,6 +29,8 @@ RUN apk update && apk add --no-cache \
  tar \
  build-base \
  tzdata \
+  yaml-dev \
+  pkgconf \
  postgresql-dev \
  postgresql-client \
  git \
@@ -2,6 +2,6 @@ require 'administrate/field/base'

 class AccountLimitsField < Administrate::Field::Base
  def to_s
-    data.present? ? data.to_json : { agents: nil, inboxes: nil, captain_responses: nil, captain_documents: nil }.to_json
+    data.present? ? data.to_json : { agents: nil, inboxes: nil, captain_responses: nil, captain_documents: nil, emails: nil }.to_json
  end
 end
@@ -1,4 +1,4 @@
-module Enterprise::Account::PlanUsageAndLimits
+module Enterprise::Account::PlanUsageAndLimits # rubocop:disable Metrics/ModuleLength
  CAPTAIN_RESPONSES = 'captain_responses'.freeze
  CAPTAIN_DOCUMENTS = 'captain_documents'.freeze
  CAPTAIN_RESPONSES_USAGE = 'captain_responses_usage'.freeze
@@ -32,6 +32,10 @@ module Enterprise::Account::PlanUsageAndLimits
    save
  end

+  def email_rate_limit
+    account_limit || plan_email_limit || global_limit || default_limit
+  end
+
  def subscribed_features
    plan_features = InstallationConfig.find_by(name: 'CHATWOOT_CLOUD_PLAN_FEATURES')&.value
    return [] if plan_features.blank?
@@ -68,6 +72,16 @@ module Enterprise::Account::PlanUsageAndLimits
    }
  end

+  def plan_email_limit
+    config = InstallationConfig.find_by(name: 'ACCOUNT_EMAILS_PLAN_LIMITS')&.value
+    return nil if config.blank? || plan_name.blank?
+
+    parsed = config.is_a?(String) ? JSON.parse(config) : config
+    parsed[plan_name.downcase]&.to_i
+  rescue StandardError
+    nil
+  end
+
  def default_captain_limits
    max_limits = { documents: ChatwootApp.max_limit, responses: ChatwootApp.max_limit }.with_indifferent_access
    zero_limits = { documents: 0, responses: 0 }.with_indifferent_access
@@ -119,7 +133,8 @@ module Enterprise::Account::PlanUsageAndLimits
        'inboxes' => { 'type': 'number' },
        'agents' => { 'type': 'number' },
        'captain_responses' => { 'type': 'number' },
-        'captain_documents' => { 'type': 'number' }
+        'captain_documents' => { 'type': 'number' },
+        'emails' => { 'type': 'number' }
      },
      'required' => [],
      'additionalProperties' => false
@@ -1,4 +1,6 @@
 class Captain::Tools::BaseTool < RubyLLM::Tool
+  prepend Captain::Tools::Instrumentation
+
  attr_accessor :assistant

  def initialize(assistant, user: nil)
@@ -0,0 +1,10 @@
+module Captain::Tools::Instrumentation
+  extend ActiveSupport::Concern
+  include Integrations::LlmInstrumentation
+
+  def execute(**args)
+    instrument_tool_call(name, args) do
+      super
+    end
+  end
+end
@@ -0,0 +1,42 @@
+class Captain::Tools::SearchReplyDocumentationService < RubyLLM::Tool
+  prepend Captain::Tools::Instrumentation
+
+  description 'Search and retrieve documentation/FAQs from knowledge base'
+
+  param :query, desc: 'Search Query', required: true
+
+  def initialize(account:, assistant: nil)
+    @account = account
+    @assistant = assistant
+    super()
+  end
+
+  def name
+    'search_documentation'
+  end
+
+  def execute(query:)
+    Rails.logger.info { "#{self.class.name}: #{query}" }
+
+    responses = search_responses(query)
+    return 'No FAQs found for the given query' if responses.empty?
+
+    responses.map { |response| format_response(response) }.join
+  end
+
+  private
+
+  def search_responses(query)
+    if @assistant.present?
+      @assistant.responses.approved.search(query, account_id: @account.id)
+    else
+      @account.captain_assistant_responses.approved.search(query, account_id: @account.id)
+    end
+  end
+
+  def format_response(response)
+    result = "\nQuestion: #{response.question}\nAnswer: #{response.answer}\n"
+    result += "Source: #{response.documentable.external_link}\n" if response.documentable.present? && response.documentable.try(:external_link)
+    result
+  end
+end
@@ -0,0 +1,24 @@
+module Enterprise::Captain::ReplySuggestionService
+  def make_api_call(model:, messages:, tools: [])
+    return super unless use_search_tool?
+
+    super(model: model, messages: messages, tools: [build_search_tool])
+  end
+
+  private
+
+  def use_search_tool?
+    ChatwootApp.chatwoot_cloud? || ChatwootApp.self_hosted_enterprise?
+  end
+
+  def prompt_variables
+    return super unless use_search_tool?
+
+    super.merge('has_search_tool' => true)
+  end
+
+  def build_search_tool
+    assistant = conversation&.inbox&.captain_assistant
+    Captain::Tools::SearchReplyDocumentationService.new(account: account, assistant: assistant)
+  end
+end
@@ -1,5 +1,6 @@
 class Captain::BaseTaskService
  include Integrations::LlmInstrumentation
+  include Captain::ToolInstrumentation

  # gpt-4o-mini supports 128,000 tokens
  # 1 token is approx 4 characters
@@ -35,44 +36,52 @@ class Captain::BaseTaskService
    "#{endpoint}/v1"
  end

-  def make_api_call(model:, messages:)
+  def make_api_call(model:, messages:, tools: [])
    # Community edition prerequisite checks
    # Enterprise module handles these with more specific error messages (cloud vs self-hosted)
    return { error: I18n.t('captain.disabled'), error_code: 403 } unless captain_tasks_enabled?
    return { error: I18n.t('captain.api_key_missing'), error_code: 401 } unless api_key_configured?

    instrumentation_params = build_instrumentation_params(model, messages)
+    instrumentation_method = tools.any? ? :instrument_tool_session : :instrument_llm_call

-    response = instrument_llm_call(instrumentation_params) do
-      execute_ruby_llm_request(model: model, messages: messages)
+    response = send(instrumentation_method, instrumentation_params) do
+      execute_ruby_llm_request(model: model, messages: messages, tools: tools)
    end

-    # Build follow-up context for client-side refinement, when applicable
-    if build_follow_up_context? && response[:message].present?
-      response.merge(follow_up_context: build_follow_up_context(messages, response))
-    else
-      response
-    end
+    return response unless build_follow_up_context? && response[:message].present?
+
+    response.merge(follow_up_context: build_follow_up_context(messages, response))
  end

-  def execute_ruby_llm_request(model:, messages:)
+  def execute_ruby_llm_request(model:, messages:, tools: [])
    Llm::Config.with_api_key(api_key, api_base: api_base) do |context|
-      chat = context.chat(model: model)
-      system_msg = messages.find { |m| m[:role] == 'system' }
-      chat.with_instructions(system_msg[:content]) if system_msg
+      chat = build_chat(context, model: model, messages: messages, tools: tools)

      conversation_messages = messages.reject { |m| m[:role] == 'system' }
      return { error: 'No conversation messages provided', error_code: 400, request_messages: messages } if conversation_messages.empty?

      add_messages_if_needed(chat, conversation_messages)
-      response = chat.ask(conversation_messages.last[:content])
-      build_ruby_llm_response(response, messages)
+      build_ruby_llm_response(chat.ask(conversation_messages.last[:content]), messages)
    end
  rescue StandardError => e
    ChatwootExceptionTracker.new(e, account: account).capture_exception
    { error: e.message, request_messages: messages }
  end

+  def build_chat(context, model:, messages:, tools: [])
+    chat = context.chat(model: model)
+    system_msg = messages.find { |m| m[:role] == 'system' }
+    chat.with_instructions(system_msg[:content]) if system_msg
+
+    if tools.any?
+      tools.each { |tool| chat = chat.with_tool(tool) }
+      chat.on_end_message { |message| record_generation(chat, message, model) }
+    end
+
+    chat
+  end
+
  def add_messages_if_needed(chat, conversation_messages)
    return if conversation_messages.length == 1

@@ -177,5 +186,4 @@ class Captain::BaseTaskService
    user_msg ? user_msg[:content] : nil
  end
 end
-
 Captain::BaseTaskService.prepend_mod_with('Captain::BaseTaskService')
@@ -38,3 +38,5 @@ class Captain::ReplySuggestionService < Captain::BaseTaskService
    'reply_suggestion'
  end
 end
+
+Captain::ReplySuggestionService.prepend_mod_with('Captain::ReplySuggestionService')
@@ -0,0 +1,48 @@
+module Captain::ToolInstrumentation
+  extend ActiveSupport::Concern
+
+  private
+
+  # Custom instrumentation for tool flows - outputs just the message (not full hash)
+  def instrument_tool_session(params)
+    return yield unless ChatwootApp.otel_enabled?
+
+    response = nil
+    executed = false
+    tracer.in_span(params[:span_name]) do |span|
+      span.set_attribute('langfuse.user.id', params[:account_id].to_s) if params[:account_id]
+      span.set_attribute('langfuse.tags', [params[:feature_name]].to_json)
+      span.set_attribute('langfuse.observation.input', params[:messages].to_json)
+
+      response = yield
+      executed = true
+
+      # Output just the message for cleaner Langfuse display
+      span.set_attribute('langfuse.observation.output', response[:message] || response.to_json)
+    end
+    response
+  rescue StandardError => e
+    ChatwootExceptionTracker.new(e, account: account).capture_exception
+    executed ? response : yield
+  end
+
+  def record_generation(chat, message, model)
+    return unless ChatwootApp.otel_enabled?
+    return unless message.respond_to?(:role) && message.role.to_s == 'assistant'
+
+    tracer.in_span("llm.#{event_name}.generation") do |span|
+      span.set_attribute('gen_ai.system', 'openai')
+      span.set_attribute('gen_ai.request.model', model)
+      span.set_attribute('gen_ai.usage.input_tokens', message.input_tokens)
+      span.set_attribute('gen_ai.usage.output_tokens', message.output_tokens) if message.respond_to?(:output_tokens)
+      span.set_attribute('langfuse.observation.input', format_chat_messages(chat))
+      span.set_attribute('langfuse.observation.output', message.content.to_s) if message.respond_to?(:content)
+    end
+  rescue StandardError => e
+    Rails.logger.warn "Failed to record generation: #{e.message}"
+  end
+
+  def format_chat_messages(chat)
+    chat.messages[0...-1].map { |m| { role: m.role.to_s, content: m.content.to_s } }.to_json
+  end
+end
@@ -21,6 +21,10 @@ module ChatwootApp
    enterprise? && GlobalConfig.get_value('DEPLOYMENT_ENV') == 'cloud'
  end

+  def self.self_hosted_enterprise?
+    enterprise? && !chatwoot_cloud? && GlobalConfig.get_value('INSTALLATION_PRICING_PLAN') == 'enterprise'
+  end
+
  def self.custom?
    @custom ||= root.join('custom').exist?
  end
@@ -31,5 +31,10 @@ General guidelines:
 - Move the conversation forward
 - Do not invent product details, policies, or links that weren't mentioned
 - Reply in the customer's language
+{% if has_search_tool %}
+
+**Important**: You have access to a `search_documentation` tool that can search the company's knowledge base for product details, policies, FAQs, and other information. 
+**Use the search_documentation tool first** to find relevant information before composing your reply. This ensures your response is accurate and based on actual company documentation.
+{% endif %}

 Output only the reply.
@@ -49,4 +49,7 @@ module Redis::RedisKeys
  # Track conversation assignments to agents for rate limiting
  ASSIGNMENT_KEY = 'ASSIGNMENT::%<inbox_id>d::AGENT::%<agent_id>d::CONVERSATION::%<conversation_id>d'.freeze
  ASSIGNMENT_KEY_PATTERN = 'ASSIGNMENT::%<inbox_id>d::AGENT::%<agent_id>d::*'.freeze
+
+  ## Account Email Rate Limiting
+  ACCOUNT_OUTBOUND_EMAIL_COUNT_KEY = 'OUTBOUND_EMAIL_COUNT::%<account_id>d::%<date>s'.freeze
 end
@@ -15,7 +15,7 @@ class Seeders::Reports::MessageCreator
  end

  def create_messages
-    message_count = rand(MESSAGES_PER_CONVERSATION..MESSAGES_PER_CONVERSATION + 5)
+    message_count = rand(MESSAGES_PER_CONVERSATION..(MESSAGES_PER_CONVERSATION + 5))
    first_agent_reply = true

    message_count.times do |i|
@@ -144,8 +144,8 @@
    "prosemirror-model": "^1.22.3",
    "size-limit": "^8.2.4",
    "tailwindcss": "^3.4.13",
-    "vite": "^5.4.21",
-    "vite-plugin-ruby": "^5.0.0",
+    "vite": "5.4.21",
+    "vite-plugin-ruby": "^5.1.1",
    "vitest": "3.0.5"
  },
  "engines": {
@@ -351,8 +351,8 @@ importers:
        specifier: 5.4.21
        version: 5.4.21(@types/node@22.7.0)(sass@1.79.3)(terser@5.33.0)
      vite-plugin-ruby:
-        specifier: ^5.0.0
-        version: 5.0.0(vite@5.4.21(@types/node@22.7.0)(sass@1.79.3)(terser@5.33.0))
+        specifier: ^5.1.1
+        version: 5.1.1(vite@5.4.21(@types/node@22.7.0)(sass@1.79.3)(terser@5.33.0))
      vitest:
        specifier: 3.0.5
        version: 3.0.5(@types/node@22.7.0)(jsdom@27.2.0)(sass@1.79.3)(terser@5.33.0)
@@ -4519,8 +4519,8 @@ packages:
    engines: {node: ^18.0.0 || >=20.0.0}
    hasBin: true

-  vite-plugin-ruby@5.0.0:
-    resolution: {integrity: sha512-c8PjTp21Ah/ttgnNUyu0qvCXZI08Jr9I24oUKg3TRIRhF5GcOZ++6wtlTCrNFd9COEQbpXHxlRIXd/MEg0iZJw==}
+  vite-plugin-ruby@5.1.1:
+    resolution: {integrity: sha512-I1dXJq2ywdvTD2Cz5LYNcYLujqQ3eUxPoCjruRdfm2QBtHBY15NEeb6x5HuPM3T5S+y8S3p9fwRsieQQCjk0gg==}
    peerDependencies:
      vite: 5.4.21

@@ -6245,7 +6245,7 @@ snapshots:

  agent-base@6.0.2:
    dependencies:
-      debug: 4.4.0
+      debug: 4.4.3
    transitivePeerDependencies:
      - supports-color

@@ -7647,7 +7647,7 @@ snapshots:
    dependencies:
      '@tootallnate/once': 2.0.0
      agent-base: 6.0.2
-      debug: 4.4.0
+      debug: 4.4.3
    transitivePeerDependencies:
      - supports-color

@@ -7661,7 +7661,7 @@ snapshots:
  https-proxy-agent@5.0.1:
    dependencies:
      agent-base: 6.0.2
-      debug: 4.4.0
+      debug: 4.4.3
    transitivePeerDependencies:
      - supports-color

@@ -9599,9 +9599,9 @@ snapshots:
      - supports-color
      - terser

-  vite-plugin-ruby@5.0.0(vite@5.4.21(@types/node@22.7.0)(sass@1.79.3)(terser@5.33.0)):
+  vite-plugin-ruby@5.1.1(vite@5.4.21(@types/node@22.7.0)(sass@1.79.3)(terser@5.33.0)):
    dependencies:
-      debug: 4.3.5
+      debug: 4.4.3
      fast-glob: 3.3.2
      vite: 5.4.21(@types/node@22.7.0)(sass@1.79.3)(terser@5.33.0)
    transitivePeerDependencies:
@@ -1,15 +1,22 @@
 require 'rails_helper'

-describe V2::ReportBuilder do
+RSpec.describe V2::ReportBuilder do
  include ActiveJob::TestHelper
-  let_it_be(:account) { create(:account) }
-  let_it_be(:label_1) { create(:label, title: 'Label_1', account: account) }
-  let_it_be(:label_2) { create(:label, title: 'Label_2', account: account) }
+  self.use_transactional_tests = false
+
+  def truncate_test_data
+    connection = ActiveRecord::Base.connection
+    connection.truncate_tables(*connection.tables)
+  end
+
+  before { truncate_test_data }
+
+  let(:account) { create(:account) }
+  let!(:label_1) { create(:label, title: 'Label_1', account: account) }
+  let!(:label_2) { create(:label, title: 'Label_2', account: account) }

  describe '#timeseries' do
-    # Use before_all to share expensive setup across all tests in this describe block
-    # This runs once instead of 21 times, dramatically speeding up the suite
-    before_all do
+    before do
      travel_to(Time.zone.today) do
        user = create(:user, account: account)
        inbox = create(:inbox, account: account)
@@ -21,7 +28,7 @@ describe V2::ReportBuilder do
        perform_enqueued_jobs do
          10.times do
            conversation = create(:conversation, account: account,
-                                                 inbox: inbox, assignee: user,
+                                                 inbox: inbox,
                                                 created_at: Time.zone.today)
            create_list(:message, 5, message_type: 'outgoing',
                                     account: account, inbox: inbox,
@@ -37,7 +44,7 @@ describe V2::ReportBuilder do

          5.times do
            conversation = create(:conversation, account: account,
-                                                 inbox: inbox, assignee: user,
+                                                 inbox: inbox,
                                                 created_at: (Time.zone.today - 2.days))
            create_list(:message, 3, message_type: 'outgoing',
                                     account: account, inbox: inbox,
@@ -0,0 +1,145 @@
+require 'rails_helper'
+
+RSpec.describe V2::Reports::FirstResponseTimeDistributionBuilder do
+  let!(:account) { create(:account) }
+  let!(:web_widget_inbox) { create(:inbox, account: account, channel: create(:channel_widget, account: account)) }
+  let!(:email_inbox) { create(:inbox, account: account, channel: create(:channel_email, account: account)) }
+  let(:params) do
+    {
+      since: 1.week.ago.beginning_of_day.to_i.to_s,
+      until: Time.current.end_of_day.to_i.to_s
+    }
+  end
+  let(:builder) { described_class.new(account: account, params: params) }
+
+  describe '#build' do
+    subject(:report) { builder.build }
+
+    context 'when there are first response events across channels and time buckets' do
+      before do
+        # Web Widget: 0-1h bucket (30 minutes = 1800 seconds)
+        create(:reporting_event, account: account, inbox: web_widget_inbox, name: 'first_response',
+                                 value: 1_800, created_at: 2.days.ago)
+        # Web Widget: 1-4h bucket (2 hours = 7200 seconds)
+        create(:reporting_event, account: account, inbox: web_widget_inbox, name: 'first_response',
+                                 value: 7_200, created_at: 2.days.ago)
+        # Web Widget: 4-8h bucket (6 hours = 21600 seconds)
+        create(:reporting_event, account: account, inbox: web_widget_inbox, name: 'first_response',
+                                 value: 21_600, created_at: 3.days.ago)
+        # Email: 8-24h bucket (12 hours = 43200 seconds)
+        create(:reporting_event, account: account, inbox: email_inbox, name: 'first_response',
+                                 value: 43_200, created_at: 2.days.ago)
+        # Email: 24h+ bucket (48 hours = 172800 seconds)
+        create(:reporting_event, account: account, inbox: email_inbox, name: 'first_response',
+                                 value: 172_800, created_at: 1.day.ago)
+      end
+
+      it 'returns correct distribution for web widget channel' do
+        expect(report['Channel::WebWidget']).to eq({
+                                                     '0-1h' => 1,
+                                                     '1-4h' => 1,
+                                                     '4-8h' => 1,
+                                                     '8-24h' => 0,
+                                                     '24h+' => 0
+                                                   })
+      end
+
+      it 'returns correct distribution for email channel' do
+        expect(report['Channel::Email']).to eq({
+                                                 '0-1h' => 0,
+                                                 '1-4h' => 0,
+                                                 '4-8h' => 0,
+                                                 '8-24h' => 1,
+                                                 '24h+' => 1
+                                               })
+      end
+    end
+
+    context 'when filtering by date range' do
+      before do
+        create(:reporting_event, account: account, inbox: web_widget_inbox, name: 'first_response',
+                                 value: 1_800, created_at: 2.days.ago)
+        create(:reporting_event, account: account, inbox: web_widget_inbox, name: 'first_response',
+                                 value: 1_800, created_at: 2.weeks.ago)
+      end
+
+      it 'only counts events within the date range' do
+        expect(report['Channel::WebWidget']['0-1h']).to eq(1)
+      end
+    end
+
+    context 'when there are no first response events' do
+      it 'returns an empty hash' do
+        expect(report).to eq({})
+      end
+    end
+
+    context 'when events belong to another account' do
+      let(:other_account) { create(:account) }
+      let(:other_inbox) { create(:inbox, account: other_account) }
+
+      before do
+        create(:reporting_event, account: other_account, inbox: other_inbox, name: 'first_response',
+                                 value: 1_800, created_at: 2.days.ago)
+      end
+
+      it 'does not include events from other accounts' do
+        expect(report).to eq({})
+      end
+    end
+
+    context 'when events have different names' do
+      before do
+        create(:reporting_event, account: account, inbox: web_widget_inbox, name: 'first_response',
+                                 value: 1_800, created_at: 2.days.ago)
+        create(:reporting_event, account: account, inbox: web_widget_inbox, name: 'conversation_resolved',
+                                 value: 1_800, created_at: 2.days.ago)
+        create(:reporting_event, account: account, inbox: web_widget_inbox, name: 'reply_time',
+                                 value: 1_800, created_at: 2.days.ago)
+      end
+
+      it 'only counts first_response events' do
+        expect(report['Channel::WebWidget']['0-1h']).to eq(1)
+      end
+    end
+
+    context 'when no date range params are provided' do
+      let(:params) { {} }
+
+      before do
+        create(:reporting_event, account: account, inbox: web_widget_inbox, name: 'first_response',
+                                 value: 1_800, created_at: 2.days.ago)
+        create(:reporting_event, account: account, inbox: web_widget_inbox, name: 'first_response',
+                                 value: 1_800, created_at: 2.months.ago)
+      end
+
+      it 'returns all events without date filtering' do
+        expect(report['Channel::WebWidget']['0-1h']).to eq(2)
+      end
+    end
+
+    context 'with boundary values for time buckets' do
+      before do
+        # Exactly at 1 hour boundary (should be in 1-4h bucket)
+        create(:reporting_event, account: account, inbox: web_widget_inbox, name: 'first_response',
+                                 value: 3_600, created_at: 2.days.ago)
+        # Just under 1 hour (should be in 0-1h bucket)
+        create(:reporting_event, account: account, inbox: web_widget_inbox, name: 'first_response',
+                                 value: 3_599, created_at: 2.days.ago)
+        # Exactly at 24 hour boundary (should be in 24h+ bucket)
+        create(:reporting_event, account: account, inbox: web_widget_inbox, name: 'first_response',
+                                 value: 86_400, created_at: 2.days.ago)
+      end
+
+      it 'correctly assigns boundary values to buckets' do
+        expect(report['Channel::WebWidget']).to eq({
+                                                     '0-1h' => 1,
+                                                     '1-4h' => 1,
+                                                     '4-8h' => 0,
+                                                     '8-24h' => 0,
+                                                     '24h+' => 1
+                                                   })
+      end
+    end
+  end
+end
@@ -0,0 +1,135 @@
+require 'rails_helper'
+
+RSpec.describe V2::Reports::InboxLabelMatrixBuilder do
+  let!(:account) { create(:account) }
+  let!(:inbox_one) { create(:inbox, account: account, name: 'Email Support') }
+  let!(:inbox_two) { create(:inbox, account: account, name: 'Web Chat') }
+  let!(:label_one) { create(:label, account: account, title: 'bug') }
+  let!(:label_two) { create(:label, account: account, title: 'feature') }
+  let(:params) do
+    {
+      since: 1.week.ago.beginning_of_day.to_i.to_s,
+      until: Time.current.end_of_day.to_i.to_s
+    }
+  end
+  let(:builder) { described_class.new(account: account, params: params) }
+
+  describe '#build' do
+    subject(:report) { builder.build }
+
+    context 'when there are conversations with labels across inboxes' do
+      before do
+        c1 = create(:conversation, account: account, inbox: inbox_one, created_at: 2.days.ago)
+        c1.update(label_list: [label_one.title])
+
+        c2 = create(:conversation, account: account, inbox: inbox_one, created_at: 3.days.ago)
+        c2.update(label_list: [label_one.title, label_two.title])
+
+        c3 = create(:conversation, account: account, inbox: inbox_two, created_at: 1.day.ago)
+        c3.update(label_list: [label_two.title])
+      end
+
+      it 'returns inboxes ordered by name' do
+        expect(report[:inboxes]).to eq([
+                                         { id: inbox_one.id, name: 'Email Support' },
+                                         { id: inbox_two.id, name: 'Web Chat' }
+                                       ])
+      end
+
+      it 'returns labels ordered by title' do
+        expect(report[:labels]).to eq([
+                                        { id: label_one.id, title: 'bug' },
+                                        { id: label_two.id, title: 'feature' }
+                                      ])
+      end
+
+      it 'returns correct conversation counts in the matrix' do
+        # Email Support: bug=2, feature=1
+        # Web Chat: bug=0, feature=1
+        expect(report[:matrix]).to eq([[2, 1], [0, 1]])
+      end
+    end
+
+    context 'when filtering by inbox_ids' do
+      let(:params) do
+        {
+          since: 1.week.ago.beginning_of_day.to_i.to_s,
+          until: Time.current.end_of_day.to_i.to_s,
+          inbox_ids: [inbox_one.id]
+        }
+      end
+
+      before do
+        c1 = create(:conversation, account: account, inbox: inbox_one, created_at: 2.days.ago)
+        c1.update(label_list: [label_one.title])
+
+        c2 = create(:conversation, account: account, inbox: inbox_two, created_at: 1.day.ago)
+        c2.update(label_list: [label_one.title])
+      end
+
+      it 'only includes the specified inboxes and their counts' do
+        expect(report[:inboxes]).to eq([{ id: inbox_one.id, name: 'Email Support' }])
+        expect(report[:matrix]).to eq([[1, 0]])
+      end
+    end
+
+    context 'when filtering by label_ids' do
+      let(:params) do
+        {
+          since: 1.week.ago.beginning_of_day.to_i.to_s,
+          until: Time.current.end_of_day.to_i.to_s,
+          label_ids: [label_one.id]
+        }
+      end
+
+      before do
+        c1 = create(:conversation, account: account, inbox: inbox_one, created_at: 2.days.ago)
+        c1.update(label_list: [label_one.title, label_two.title])
+      end
+
+      it 'only includes the specified labels and their counts' do
+        expect(report[:labels]).to eq([{ id: label_one.id, title: 'bug' }])
+        expect(report[:matrix]).to eq([[1], [0]])
+      end
+    end
+
+    context 'when conversations are outside the date range' do
+      before do
+        c1 = create(:conversation, account: account, inbox: inbox_one, created_at: 2.days.ago)
+        c1.update(label_list: [label_one.title])
+
+        c2 = create(:conversation, account: account, inbox: inbox_one, created_at: 2.weeks.ago)
+        c2.update(label_list: [label_one.title])
+      end
+
+      it 'only counts conversations within the date range' do
+        expect(report[:matrix]).to eq([[1, 0], [0, 0]])
+      end
+    end
+
+    context 'when there are no conversations with labels' do
+      before do
+        create(:conversation, account: account, inbox: inbox_one, created_at: 2.days.ago)
+      end
+
+      it 'returns a matrix of zeros' do
+        expect(report[:matrix]).to eq([[0, 0], [0, 0]])
+      end
+    end
+
+    context 'when conversations belong to another account' do
+      let(:other_account) { create(:account) }
+      let(:other_inbox) { create(:inbox, account: other_account) }
+
+      before do
+        c1 = create(:conversation, account: other_account, inbox: other_inbox, created_at: 2.days.ago)
+        other_label = create(:label, account: other_account, title: 'bug')
+        c1.update(label_list: [other_label.title])
+      end
+
+      it 'does not include conversations from other accounts' do
+        expect(report[:matrix]).to eq([[0, 0], [0, 0]])
+      end
+    end
+  end
+end
@@ -2,11 +2,19 @@ require 'rails_helper'

 RSpec.describe V2::Reports::LabelSummaryBuilder do
  include ActiveJob::TestHelper
+  self.use_transactional_tests = false

-  let_it_be(:account) { create(:account) }
-  let_it_be(:label_1) { create(:label, title: 'label_1', account: account) }
-  let_it_be(:label_2) { create(:label, title: 'label_2', account: account) }
-  let_it_be(:label_3) { create(:label, title: 'label_3', account: account) }
+  def truncate_test_data
+    connection = ActiveRecord::Base.connection
+    connection.truncate_tables(*connection.tables)
+  end
+
+  before { truncate_test_data }
+
+  let(:account) { create(:account) }
+  let!(:label_1) { create(:label, title: 'label_1', account: account) }
+  let!(:label_2) { create(:label, title: 'label_2', account: account) }
+  let!(:label_3) { create(:label, title: 'label_3', account: account) }

  let(:params) do
    {
@@ -92,7 +100,7 @@ RSpec.describe V2::Reports::LabelSummaryBuilder do
            # Create conversations with label_1
            3.times do
              conversation = create(:conversation, account: account,
-                                                   inbox: inbox, assignee: user,
+                                                   inbox: inbox,
                                                   created_at: Time.zone.today)
              create_list(:message, 2, message_type: 'outgoing',
                                       account: account, inbox: inbox,
@@ -110,7 +118,7 @@ RSpec.describe V2::Reports::LabelSummaryBuilder do
            # Create conversations with label_2
            2.times do
              conversation = create(:conversation, account: account,
-                                                   inbox: inbox, assignee: user,
+                                                   inbox: inbox,
                                                   created_at: Time.zone.today)
              create_list(:message, 1, message_type: 'outgoing',
                                       account: account, inbox: inbox,
@@ -229,7 +237,7 @@ RSpec.describe V2::Reports::LabelSummaryBuilder do
          perform_enqueued_jobs do
            # Conversation within range
            conversation_in_range = create(:conversation, account: account,
-                                                          inbox: inbox, assignee: user,
+                                                          inbox: inbox,
                                                          created_at: 2.days.ago)
            conversation_in_range.update_labels('label_1')
            conversation_in_range.label_list
@@ -244,7 +252,7 @@ RSpec.describe V2::Reports::LabelSummaryBuilder do

            # Conversation outside range (too old)
            conversation_out_of_range = create(:conversation, account: account,
-                                                              inbox: inbox, assignee: user,
+                                                              inbox: inbox,
                                                              created_at: 1.week.ago)
            conversation_out_of_range.update_labels('label_1')
            conversation_out_of_range.label_list
@@ -286,7 +294,7 @@ RSpec.describe V2::Reports::LabelSummaryBuilder do

          perform_enqueued_jobs do
            conversation = create(:conversation, account: account,
-                                                 inbox: inbox, assignee: user,
+                                                 inbox: inbox,
                                                 created_at: Time.zone.today)
            conversation.update_labels('label_1')
            conversation.label_list
@@ -323,8 +331,8 @@ RSpec.describe V2::Reports::LabelSummaryBuilder do
      let(:account2_builder) do
        described_class.new(account: account2, params: {
                              business_hours: false,
-                              since: test_date.to_time.to_i.to_s,
-                              until: test_date.end_of_day.to_time.to_i.to_s,
+                              since: test_date.in_time_zone.to_i.to_s,
+                              until: test_date.end_of_day.in_time_zone.to_i.to_s,
                              timezone_offset: 0
                            })
      end
@@ -343,7 +351,7 @@ RSpec.describe V2::Reports::LabelSummaryBuilder do

          perform_enqueued_jobs do
            conversation = create(:conversation, account: account2,
-                                                 inbox: inbox, assignee: user,
+                                                 inbox: inbox,
                                                 created_at: test_date)
            conversation.update_labels(unique_label_name)
            conversation.label_list
@@ -358,6 +366,7 @@ RSpec.describe V2::Reports::LabelSummaryBuilder do
            # Second resolution
            conversation.resolved!
          end
+          perform_enqueued_jobs
        end
      end

@@ -388,7 +388,7 @@ RSpec.describe 'Api::V1::Accounts::MacrosController', type: :request do
                 headers: administrator.create_new_auth_token
          end

-          expect(conversation.messages.activity.last.content).to eq("Assigned to #{user_1.name} by #{administrator.name}")
+          expect(conversation.reload.assignee_id).to eq(user_1.id)
        end

        it 'Assign the agent when he is not inbox member' do
@@ -402,7 +402,7 @@ RSpec.describe 'Api::V1::Accounts::MacrosController', type: :request do
                 headers: administrator.create_new_auth_token
          end

-          expect(conversation.messages.activity.last.content).not_to eq("Assigned to #{user_1.name} by #{administrator.name}")
+          expect(conversation.reload.assignee_id).to be_nil
        end

        it 'Assign the labels' do
@@ -196,4 +196,103 @@ RSpec.describe Api::V2::Accounts::ReportsController, type: :request do
      end
    end
  end
+
+  describe 'GET /api/v2/accounts/{account.id}/reports/inbox_label_matrix' do
+    let!(:inbox_one) { create(:inbox, account: account, name: 'Email Support') }
+    let!(:label_one) { create(:label, account: account, title: 'bug') }
+
+    context 'when unauthenticated' do
+      it 'returns unauthorized' do
+        get "/api/v2/accounts/#{account.id}/reports/inbox_label_matrix"
+        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/inbox_label_matrix",
+            headers: agent.create_new_auth_token, as: :json
+        expect(response).to have_http_status(:unauthorized)
+      end
+    end
+
+    context 'when authenticated as admin' do
+      before do
+        c1 = create(:conversation, account: account, inbox: inbox_one, created_at: 2.days.ago)
+        c1.update(label_list: [label_one.title])
+      end
+
+      it 'returns the inbox label matrix' do
+        get "/api/v2/accounts/#{account.id}/reports/inbox_label_matrix",
+            params: { since: 1.week.ago.to_i.to_s, until: Time.current.to_i.to_s },
+            headers: admin.create_new_auth_token, as: :json
+
+        expect(response).to have_http_status(:success)
+
+        body = response.parsed_body
+        expect(body['inboxes']).to be_an(Array)
+        expect(body['labels']).to be_an(Array)
+        expect(body['matrix']).to be_an(Array)
+      end
+
+      it 'filters by inbox_ids and label_ids' do
+        get "/api/v2/accounts/#{account.id}/reports/inbox_label_matrix",
+            params: { inbox_ids: [inbox_one.id], label_ids: [label_one.id] },
+            headers: admin.create_new_auth_token, as: :json
+
+        expect(response).to have_http_status(:success)
+
+        body = response.parsed_body
+        expect(body['inboxes'].length).to eq(1)
+        expect(body['labels'].length).to eq(1)
+      end
+    end
+  end
+
+  describe 'GET /api/v2/accounts/{account.id}/reports/first_response_time_distribution' do
+    let!(:web_widget_inbox) { create(:inbox, account: account, channel: create(:channel_widget, account: account)) }
+
+    context 'when unauthenticated' do
+      it 'returns unauthorized' do
+        get "/api/v2/accounts/#{account.id}/reports/first_response_time_distribution"
+        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/first_response_time_distribution",
+            headers: agent.create_new_auth_token, as: :json
+        expect(response).to have_http_status(:unauthorized)
+      end
+    end
+
+    context 'when authenticated as admin' do
+      before do
+        create(:reporting_event, account: account, inbox: web_widget_inbox, name: 'first_response',
+                                 value: 1_800, created_at: 2.days.ago)
+      end
+
+      it 'returns the first response time distribution' do
+        get "/api/v2/accounts/#{account.id}/reports/first_response_time_distribution",
+            params: { since: 1.week.ago.to_i.to_s, until: Time.current.to_i.to_s },
+            headers: admin.create_new_auth_token, as: :json
+
+        expect(response).to have_http_status(:success)
+
+        body = response.parsed_body
+        expect(body).to be_a(Hash)
+        expect(body['Channel::WebWidget']).to include('0-1h', '1-4h', '4-8h', '8-24h', '24h+')
+      end
+
+      it 'returns correct counts in buckets' do
+        get "/api/v2/accounts/#{account.id}/reports/first_response_time_distribution",
+            params: { since: 1.week.ago.to_i.to_s, until: Time.current.to_i.to_s },
+            headers: admin.create_new_auth_token, as: :json
+
+        body = response.parsed_body
+        expect(body['Channel::WebWidget']['0-1h']).to eq(1)
+      end
+    end
+  end
 end
@@ -1,12 +1,6 @@
 require 'rails_helper'

 RSpec.describe BulkActionsJob do
-  params = {
-    type: 'Conversation',
-    fields: { status: 'snoozed' },
-    ids: Conversation.first(3).pluck(:display_id)
-  }
-
  subject(:job) { described_class.perform_later(account: account, params: params, user: agent) }

  let(:account) { create(:account) }
@@ -14,6 +8,8 @@ RSpec.describe BulkActionsJob do
  let!(:conversation_1) { create(:conversation, account_id: account.id, status: :open) }
  let!(:conversation_2) { create(:conversation, account_id: account.id, status: :open) }
  let!(:conversation_3) { create(:conversation, account_id: account.id, status: :open) }
+  let(:conversation_ids) { Conversation.where(id: [conversation_1.id, conversation_2.id, conversation_3.id]).pluck(:display_id) }
+  let(:params) { { type: 'Conversation', fields: { status: 'snoozed' }, ids: conversation_ids } }

  before do
    Conversation.all.find_each do |conversation|
@@ -38,10 +34,10 @@ RSpec.describe BulkActionsJob do
      params = {
        type: 'Conversation',
        fields: { status: 'snoozed', assignee_id: agent.id },
-        ids: Conversation.first(3).pluck(:display_id)
+        ids: conversation_ids
      }

-      expect(Conversation.first.status).to eq('open')
+      expect(conversation_1.status).to eq('open')

      described_class.perform_now(account: account, params: params, user: agent)

@@ -54,32 +50,32 @@ RSpec.describe BulkActionsJob do
      params = {
        type: 'Conversation',
        fields: { status: 'snoozed', assignee_id: agent.id },
-        ids: Conversation.first(3).pluck(:display_id)
+        ids: conversation_ids
      }

-      expect(Conversation.first.assignee_id).to be_nil
+      expect(conversation_1.assignee_id).to be_nil

      described_class.perform_now(account: account, params: params, user: agent)

-      expect(Conversation.first.assignee_id).to eq(agent.id)
-      expect(Conversation.second.assignee_id).to eq(agent.id)
-      expect(Conversation.third.assignee_id).to eq(agent.id)
+      expect(conversation_1.reload.assignee_id).to eq(agent.id)
+      expect(conversation_2.reload.assignee_id).to eq(agent.id)
+      expect(conversation_3.reload.assignee_id).to eq(agent.id)
    end

    it 'bulk updates the snoozed_until' do
      params = {
        type: 'Conversation',
        fields: { status: 'snoozed', snoozed_until: Time.zone.now },
-        ids: Conversation.first(3).pluck(:display_id)
+        ids: conversation_ids
      }

-      expect(Conversation.first.snoozed_until).to be_nil
+      expect(conversation_1.snoozed_until).to be_nil

      described_class.perform_now(account: account, params: params, user: agent)

-      expect(Conversation.first.snoozed_until).to be_present
-      expect(Conversation.second.snoozed_until).to be_present
-      expect(Conversation.third.snoozed_until).to be_present
+      expect(conversation_1.reload.snoozed_until).to be_present
+      expect(conversation_2.reload.snoozed_until).to be_present
+      expect(conversation_3.reload.snoozed_until).to be_present
    end
  end
 end
@@ -161,11 +161,6 @@ RSpec.describe Captain::BaseTaskService do
      end
    end

-    it 'calls execute_ruby_llm_request with correct parameters' do
-      expect(service).to receive(:execute_ruby_llm_request).with(model: model, messages: messages).and_call_original
-      service.send(:make_api_call, model: model, messages: messages)
-    end
-
    it 'instruments the LLM call' do
      expect(service).to receive(:instrument_llm_call).and_call_original
      service.send(:make_api_call, model: model, messages: messages)
@@ -19,6 +19,8 @@ RSpec.describe Captain::ReplySuggestionService do
    mock_context = instance_double(RubyLLM::Context, chat: mock_chat)

    allow(Llm::Config).to receive(:with_api_key).and_yield(mock_context)
+    allow(mock_chat).to receive(:with_tool).and_return(mock_chat)
+    allow(mock_chat).to receive(:on_end_message).and_return(mock_chat)
    allow(mock_chat).to receive(:with_instructions) { |msg| captured_messages << { role: 'system', content: msg } }
    allow(mock_chat).to receive(:add_message) { |args| captured_messages << args }
    allow(mock_chat).to receive(:ask) do |msg|
@@ -1,11 +1,9 @@
 # frozen_string_literal: true

 RSpec.shared_context 'with smtp config' do
-  before do
-    # We need to use allow_any_instance_of here because smtp_config_set_or_development?
-    # is defined in ApplicationMailer and needs to be stubbed for all mailer instances
-    # rubocop:disable RSpec/AnyInstance
-    allow_any_instance_of(ApplicationMailer).to receive(:smtp_config_set_or_development?).and_return(true)
-    # rubocop:enable RSpec/AnyInstance
+  around do |example|
+    # Set SMTP_ADDRESS so mailers build a Mail::Message in test without touching real SMTP.
+    # Scoped to this shared context to avoid affecting other specs.
+    with_modified_env('SMTP_ADDRESS' => 'smtp.example.com') { example.run }
  end
 end
@@ -0,0 +1,63 @@
+require 'rails_helper'
+
+RSpec.describe AccountEmailRateLimitable do
+  let(:account) { create(:account) }
+
+  describe '#email_rate_limit' do
+    it 'returns account-level override when set' do
+      account.update!(limits: { 'emails' => 50 })
+      expect(account.email_rate_limit).to eq(50)
+    end
+
+    it 'returns global config when no account override' do
+      InstallationConfig.where(name: 'ACCOUNT_EMAILS_LIMIT').first_or_create(value: 200)
+      expect(account.email_rate_limit).to eq(200)
+    end
+
+    it 'returns account override over global config' do
+      InstallationConfig.where(name: 'ACCOUNT_EMAILS_LIMIT').first_or_create(value: 200)
+      account.update!(limits: { 'emails' => 50 })
+      expect(account.email_rate_limit).to eq(50)
+    end
+  end
+
+  describe '#within_email_rate_limit?' do
+    before do
+      account.update!(limits: { 'emails' => 2 })
+    end
+
+    it 'returns true when under limit' do
+      expect(account).to be_within_email_rate_limit
+    end
+
+    it 'returns false when at limit' do
+      2.times { account.increment_email_sent_count }
+      expect(account).not_to be_within_email_rate_limit
+    end
+  end
+
+  describe '#increment_email_sent_count' do
+    it 'increments the counter' do
+      expect { account.increment_email_sent_count }.to change(account, :emails_sent_today).by(1)
+    end
+
+    it 'sets TTL on first increment' do
+      key = format(Redis::Alfred::ACCOUNT_OUTBOUND_EMAIL_COUNT_KEY, account_id: account.id, date: Time.zone.today.to_s)
+      allow(Redis::Alfred).to receive(:incr).and_return(1)
+      allow(Redis::Alfred).to receive(:expire)
+
+      account.increment_email_sent_count
+
+      expect(Redis::Alfred).to have_received(:expire).with(key, AccountEmailRateLimitable::OUTBOUND_EMAIL_TTL)
+    end
+
+    it 'does not reset TTL on subsequent increments' do
+      allow(Redis::Alfred).to receive(:incr).and_return(2)
+      allow(Redis::Alfred).to receive(:expire)
+
+      account.increment_email_sent_count
+
+      expect(Redis::Alfred).not_to have_received(:expire)
+    end
+  end
+end
@@ -28,8 +28,7 @@ RSpec.describe ContactInbox do
      obj.reload

      # ensure the column is nil in database
-      results = ActiveRecord::Base.connection.execute('Select * from contact_inboxes;')
-      expect(results.first['pubsub_token']).to be_nil
+      expect(described_class.where(id: obj.id).pick(:pubsub_token)).to be_nil

      new_token = obj.pubsub_token
      obj.update(source_id: '234234323')
@@ -20,7 +20,7 @@ RSpec.describe Account::SignUpEmailValidationService, type: :service do
      it 'raises InvalidEmail with invalid message' do
        allow(ValidEmail2::Address).to receive(:new).with(email).and_return(invalid_email_address)
        expect { service.perform }.to raise_error do |error|
-          expect(error).to be_a(CustomExceptions::Account::InvalidEmail)
+          expect(error.class.name).to eq('CustomExceptions::Account::InvalidEmail')
          expect(error.message).to eq(I18n.t('errors.signup.invalid_email'))
        end
      end
@@ -32,7 +32,7 @@ RSpec.describe Account::SignUpEmailValidationService, type: :service do
      it 'raises InvalidEmail with blocked domain message' do
        allow(ValidEmail2::Address).to receive(:new).with(email).and_return(valid_email_address)
        expect { service.perform }.to raise_error do |error|
-          expect(error).to be_a(CustomExceptions::Account::InvalidEmail)
+          expect(error.class.name).to eq('CustomExceptions::Account::InvalidEmail')
          expect(error.message).to eq(I18n.t('errors.signup.blocked_domain'))
        end
      end
@@ -44,7 +44,7 @@ RSpec.describe Account::SignUpEmailValidationService, type: :service do
      it 'raises InvalidEmail with blocked domain message' do
        allow(ValidEmail2::Address).to receive(:new).with(email).and_return(valid_email_address)
        expect { service.perform }.to raise_error do |error|
-          expect(error).to be_a(CustomExceptions::Account::InvalidEmail)
+          expect(error.class.name).to eq('CustomExceptions::Account::InvalidEmail')
          expect(error.message).to eq(I18n.t('errors.signup.blocked_domain'))
        end
      end
@@ -56,7 +56,7 @@ RSpec.describe Account::SignUpEmailValidationService, type: :service do
      it 'raises InvalidEmail with disposable message' do
        allow(ValidEmail2::Address).to receive(:new).with(email).and_return(disposable_email_address)
        expect { service.perform }.to raise_error do |error|
-          expect(error).to be_a(CustomExceptions::Account::InvalidEmail)
+          expect(error.class.name).to eq('CustomExceptions::Account::InvalidEmail')
          expect(error.message).to eq(I18n.t('errors.signup.disposable_email'))
        end
      end
@@ -99,6 +99,20 @@ describe Messages::SendEmailNotificationService do
        end
      end

+      context 'when account email rate limit is exceeded' do
+        let(:inbox) { create(:inbox, account: account, channel: create(:channel_widget, account: account, continuity_via_email: true)) }
+        let(:conversation) { create(:conversation, account: account, inbox: inbox) }
+
+        before do
+          conversation.contact.update!(email: 'test@example.com')
+          allow_any_instance_of(Account).to receive(:within_email_rate_limit?).and_return(false) # rubocop:disable RSpec/AnyInstance
+        end
+
+        it 'does not enqueue job' do
+          expect { service.perform }.not_to have_enqueued_job(ConversationReplyEmailJob)
+        end
+      end
+
      context 'when channel does not support email notifications' do
        let(:inbox) { create(:inbox, account: account, channel: create(:channel_sms, account: account)) }
        let(:conversation) { create(:conversation, account: account, inbox: inbox) }
@@ -42,6 +42,11 @@ describe Telegram::IncomingMessageService do
    }
  end

+  def contact_for(source_id = nil)
+    source_id ||= message_params.dig('from', 'id')
+    ContactInbox.find_by!(inbox: telegram_channel.inbox, source_id: source_id).contact
+  end
+
  describe '#perform' do
    context 'when valid text message params' do
      it 'creates appropriate conversations, message and contacts' do
@@ -51,7 +56,7 @@ describe Telegram::IncomingMessageService do
        }.with_indifferent_access
        described_class.new(inbox: telegram_channel.inbox, params: params).perform
        expect(telegram_channel.inbox.conversations.count).not_to eq(0)
-        expect(Contact.all.first.name).to eq('Sojan Jose')
+        expect(contact_for.name).to eq('Sojan Jose')
        expect(telegram_channel.inbox.messages.first.content).to eq('test')
      end
    end
@@ -64,9 +69,9 @@ describe Telegram::IncomingMessageService do
        }.with_indifferent_access
        described_class.new(inbox: telegram_channel.inbox, params: params).perform
        expect(telegram_channel.inbox.conversations.count).not_to eq(0)
-        expect(Contact.all.first.name).to eq('Sojan Jose')
-        expect(Contact.all.first.additional_attributes['social_telegram_user_id']).to eq(23)
-        expect(Contact.all.first.additional_attributes['social_telegram_user_name']).to eq('sojan')
+        expect(contact_for.name).to eq('Sojan Jose')
+        expect(contact_for.additional_attributes['social_telegram_user_id']).to eq(23)
+        expect(contact_for.additional_attributes['social_telegram_user_name']).to eq('sojan')
        expect(telegram_channel.inbox.messages.first.content).to eq('test')
      end
    end
@@ -107,7 +112,7 @@ describe Telegram::IncomingMessageService do
        expect(telegram_channel.inbox.conversations.count).not_to eq(0)
        expect(telegram_channel.inbox.conversations.last.additional_attributes).to include({ 'chat_id' => 23,
                                                                                             'business_connection_id' => 'eooW3KF5WB5HxTD7T826' })
-        contact = Contact.all.first
+        contact = contact_for
        expect(contact.name).to eq('Sojan Jose')
        expect(contact.additional_attributes['language_code']).to eq('en')
        message = telegram_channel.inbox.messages.first
@@ -131,7 +136,7 @@ describe Telegram::IncomingMessageService do
          expect(telegram_channel.inbox.conversations.count).not_to eq(0)
          expect(telegram_channel.inbox.conversations.last.additional_attributes).to include({ 'chat_id' => 23,
                                                                                               'business_connection_id' => 'eooW3KF5WB5HxTD7T826' })
-          contact = Contact.all.first
+          contact = contact_for
          expect(contact.name).to eq('Sojan Jose')
          # TODO: The language code is not present when we send the first message to the client.
          # Should we update it when the user replies?
@@ -161,9 +166,9 @@ describe Telegram::IncomingMessageService do
        }.with_indifferent_access
        described_class.new(inbox: telegram_channel.inbox, params: params).perform
        expect(telegram_channel.inbox.conversations.count).not_to eq(0)
-        expect(Contact.all.first.name).to eq('Sojan Jose')
-        expect(Contact.all.first.additional_attributes['social_telegram_user_id']).to eq(23)
-        expect(Contact.all.first.additional_attributes['social_telegram_user_name']).to eq('sojan')
+        expect(contact_for.name).to eq('Sojan Jose')
+        expect(contact_for.additional_attributes['social_telegram_user_id']).to eq(23)
+        expect(contact_for.additional_attributes['social_telegram_user_name']).to eq('sojan')
        expect(telegram_channel.inbox.messages.first.attachments.first.file_type).to eq('audio')
      end
    end
@@ -182,7 +187,7 @@ describe Telegram::IncomingMessageService do
        }.with_indifferent_access
        described_class.new(inbox: telegram_channel.inbox, params: params).perform
        expect(telegram_channel.inbox.conversations.count).not_to eq(0)
-        expect(Contact.all.first.name).to eq('Sojan Jose')
+        expect(contact_for.name).to eq('Sojan Jose')
        expect(telegram_channel.inbox.messages.first.attachments.first.file_type).to eq('image')
      end
    end
@@ -207,7 +212,7 @@ describe Telegram::IncomingMessageService do
        }.with_indifferent_access
        described_class.new(inbox: telegram_channel.inbox, params: params).perform
        expect(telegram_channel.inbox.conversations.count).not_to eq(0)
-        expect(Contact.all.first.name).to eq('Sojan Jose')
+        expect(contact_for.name).to eq('Sojan Jose')
        expect(telegram_channel.inbox.messages.first.attachments.first.file_type).to eq('image')
      end
    end
@@ -229,7 +234,7 @@ describe Telegram::IncomingMessageService do
        }.with_indifferent_access
        described_class.new(inbox: telegram_channel.inbox, params: params).perform
        expect(telegram_channel.inbox.conversations.count).not_to eq(0)
-        expect(Contact.all.first.name).to eq('Sojan Jose')
+        expect(contact_for.name).to eq('Sojan Jose')
        expect(telegram_channel.inbox.messages.first.attachments.first.file_type).to eq('video')
      end
    end
@@ -258,7 +263,7 @@ describe Telegram::IncomingMessageService do
        }.with_indifferent_access
        described_class.new(inbox: telegram_channel.inbox, params: params).perform
        expect(telegram_channel.inbox.conversations.count).not_to eq(0)
-        expect(Contact.all.first.name).to eq('Sojan Jose')
+        expect(contact_for.name).to eq('Sojan Jose')
        expect(telegram_channel.inbox.messages.first.attachments.first.file_type).to eq('video')
      end
    end
@@ -277,7 +282,7 @@ describe Telegram::IncomingMessageService do
        }.with_indifferent_access
        described_class.new(inbox: telegram_channel.inbox, params: params).perform
        expect(telegram_channel.inbox.conversations.count).not_to eq(0)
-        expect(Contact.all.first.name).to eq('Sojan Jose')
+        expect(contact_for.name).to eq('Sojan Jose')
        expect(telegram_channel.inbox.messages.first.attachments.first.file_type).to eq('audio')
      end
    end
@@ -298,7 +303,7 @@ describe Telegram::IncomingMessageService do
        }.with_indifferent_access
        described_class.new(inbox: telegram_channel.inbox, params: params).perform
        expect(telegram_channel.inbox.conversations.count).not_to eq(0)
-        expect(Contact.all.first.name).to eq('Sojan Jose')
+        expect(contact_for.name).to eq('Sojan Jose')
        expect(telegram_channel.inbox.messages.first.attachments.first.file_type).to eq('file')
      end
    end
@@ -336,7 +341,7 @@ describe Telegram::IncomingMessageService do
        }.with_indifferent_access
        described_class.new(inbox: telegram_channel.inbox, params: params).perform
        expect(telegram_channel.inbox.conversations.count).not_to eq(0)
-        expect(Contact.all.first.name).to eq('Sojan Jose')
+        expect(contact_for.name).to eq('Sojan Jose')
        expect(telegram_channel.inbox.messages.first.attachments.first.file_type).to eq('location')
      end

@@ -355,7 +360,7 @@ describe Telegram::IncomingMessageService do
        }.with_indifferent_access
        described_class.new(inbox: telegram_channel.inbox, params: params).perform
        expect(telegram_channel.inbox.conversations.count).not_to eq(0)
-        expect(Contact.all.first.name).to eq('Sojan Jose')
+        expect(contact_for.name).to eq('Sojan Jose')

        attachment = telegram_channel.inbox.messages.first.attachments.first
        expect(attachment.file_type).to eq('location')
@@ -388,8 +393,8 @@ describe Telegram::IncomingMessageService do

        described_class.new(inbox: telegram_channel.inbox, params: params).perform
        expect(telegram_channel.inbox.conversations.count).not_to eq(0)
-        expect(Contact.all.first.name).to eq('Sojan Jose')
-        expect(Contact.all.first.additional_attributes['social_telegram_user_id']).to eq(5_171_248)
+        expect(contact_for(5_171_248).name).to eq('Sojan Jose')
+        expect(contact_for(5_171_248).additional_attributes['social_telegram_user_id']).to eq(5_171_248)
        expect(telegram_channel.inbox.messages.first.content).to eq('Option 1')
      end
    end
@@ -406,7 +411,7 @@ describe Telegram::IncomingMessageService do
        }.with_indifferent_access
        described_class.new(inbox: telegram_channel.inbox, params: params).perform
        expect(telegram_channel.inbox.conversations.count).not_to eq(0)
-        expect(Contact.all.first.name).to eq('Sojan Jose')
+        expect(contact_for.name).to eq('Sojan Jose')
        expect(telegram_channel.inbox.messages.first.attachments.first.file_type).to eq('contact')
      end
    end
@@ -161,10 +161,23 @@ describe Whatsapp::FacebookApiClient do

    context 'when successful' do
      before do
+        # Step 1: Subscribe app to WABA (no body)
+        stub_request(:post, "https://graph.facebook.com/#{api_version}/#{waba_id}/subscribed_apps")
+          .with(
+            headers: { 'Authorization' => "Bearer #{access_token}", 'Content-Type' => 'application/json' }
+          )
+          .to_return(
+            status: 200,
+            body: { success: true }.to_json,
+            headers: { 'Content-Type' => 'application/json' }
+          )
+
+        # Step 2: Override callback URL (with body)
        stub_request(:post, "https://graph.facebook.com/#{api_version}/#{waba_id}/subscribed_apps")
          .with(
            headers: { 'Authorization' => "Bearer #{access_token}", 'Content-Type' => 'application/json' },
-            body: { override_callback_uri: callback_url, verify_token: verify_token }.to_json
+            body: { override_callback_uri: callback_url, verify_token: verify_token,
+                    subscribed_fields: %w[messages smb_message_echoes] }.to_json
          )
          .to_return(
            status: 200,
@@ -179,18 +192,45 @@ describe Whatsapp::FacebookApiClient do
      end
    end

-    context 'when failed' do
+    context 'when app subscription fails' do
      before do
        stub_request(:post, "https://graph.facebook.com/#{api_version}/#{waba_id}/subscribed_apps")
          .with(
-            headers: { 'Authorization' => "Bearer #{access_token}", 'Content-Type' => 'application/json' },
-            body: { override_callback_uri: callback_url, verify_token: verify_token }.to_json
+            headers: { 'Authorization' => "Bearer #{access_token}", 'Content-Type' => 'application/json' }
          )
-          .to_return(status: 400, body: { error: 'Webhook subscription failed' }.to_json)
+          .to_return(status: 400, body: { error: 'App subscription to WABA failed' }.to_json)
      end

      it 'raises an error' do
-        expect { api_client.subscribe_waba_webhook(waba_id, callback_url, verify_token) }.to raise_error(/Webhook subscription failed/)
+        expect { api_client.subscribe_waba_webhook(waba_id, callback_url, verify_token) }.to raise_error(/App subscription to WABA failed/)
+      end
+    end
+
+    context 'when callback override fails' do
+      before do
+        # Step 1 succeeds
+        stub_request(:post, "https://graph.facebook.com/#{api_version}/#{waba_id}/subscribed_apps")
+          .with(
+            headers: { 'Authorization' => "Bearer #{access_token}", 'Content-Type' => 'application/json' }
+          )
+          .to_return(
+            status: 200,
+            body: { success: true }.to_json,
+            headers: { 'Content-Type' => 'application/json' }
+          )
+
+        # Step 2 fails
+        stub_request(:post, "https://graph.facebook.com/#{api_version}/#{waba_id}/subscribed_apps")
+          .with(
+            headers: { 'Authorization' => "Bearer #{access_token}", 'Content-Type' => 'application/json' },
+            body: { override_callback_uri: callback_url, verify_token: verify_token,
+                    subscribed_fields: %w[messages smb_message_echoes] }.to_json
+          )
+          .to_return(status: 400, body: { error: 'Webhook callback override failed' }.to_json)
+      end
+
+      it 'raises an error' do
+        expect { api_client.subscribe_waba_webhook(waba_id, callback_url, verify_token) }.to raise_error(/Webhook callback override failed/)
      end
    end
  end
@@ -3,6 +3,7 @@ require 'rails_helper'
 describe Whatsapp::IncomingMessageWhatsappCloudService do
  describe '#perform' do
    let!(:whatsapp_channel) { create(:channel_whatsapp, provider: 'whatsapp_cloud', sync_templates: false, validate_provider_config: false) }
+    let(:sender_number) { '2423423243' }
    let(:params) do
      {
        phone_number: whatsapp_channel.phone_number,
@@ -10,9 +11,9 @@ describe Whatsapp::IncomingMessageWhatsappCloudService do
        entry: [{
          changes: [{
            value: {
-              contacts: [{ profile: { name: 'Sojan Jose' }, wa_id: '2423423243' }],
+              contacts: [{ profile: { name: 'Sojan Jose' }, wa_id: sender_number }],
              messages: [{
-                from: '2423423243',
+                from: sender_number,
                image: {
                  id: 'b1c68f38-8734-4ad3-b4a1-ef0c10d683',
                  mime_type: 'image/jpeg',
@@ -48,7 +49,7 @@ describe Whatsapp::IncomingMessageWhatsappCloudService do

        described_class.new(inbox: whatsapp_channel.inbox, params: params).perform
        expect(whatsapp_channel.inbox.conversations.count).not_to eq(0)
-        expect(Contact.all.first.name).to eq('Sojan Jose')
+        expect_contact_name
        expect(whatsapp_channel.inbox.messages.first.content).to eq('Check out my product!')
        expect(whatsapp_channel.inbox.messages.first.attachments.present?).to be false
        expect(whatsapp_channel.authorization_error_count).to eq(1)
@@ -63,9 +64,9 @@ describe Whatsapp::IncomingMessageWhatsappCloudService do
          entry: [{
            changes: [{
              value: {
-                contacts: [{ profile: { name: 'Sojan Jose' }, wa_id: '2423423243' }],
+                contacts: [{ profile: { name: 'Sojan Jose' }, wa_id: sender_number }],
                messages: [{
-                  from: '2423423243',
+                  from: sender_number,
                  image: {
                    id: 'b1c68f38-8734-4ad3-b4a1-ef0c10d683',
                    mime_type: 'image/jpeg',
@@ -88,7 +89,7 @@ describe Whatsapp::IncomingMessageWhatsappCloudService do
      it 'with attachment errors' do
        described_class.new(inbox: whatsapp_channel.inbox, params: error_params).perform
        expect(whatsapp_channel.inbox.conversations.count).not_to eq(0)
-        expect(Contact.all.first.name).to eq('Sojan Jose')
+        expect_contact_name
        expect(whatsapp_channel.inbox.messages.count).to eq(0)
      end
    end
@@ -98,7 +99,7 @@ describe Whatsapp::IncomingMessageWhatsappCloudService do
        described_class.new(inbox: whatsapp_channel.inbox, params: { phone_number: whatsapp_channel.phone_number,
                                                                     object: 'whatsapp_business_account', entry: {} }).perform
        expect(whatsapp_channel.inbox.conversations.count).to eq(0)
-        expect(Contact.all.first).to be_nil
+        expect(Contact.find_by(phone_number: contact_phone_number)).to be_nil
        expect(whatsapp_channel.inbox.messages.count).to eq(0)
      end
    end
@@ -136,7 +137,7 @@ describe Whatsapp::IncomingMessageWhatsappCloudService do
  end

  def expect_contact_name
-    expect(Contact.all.first.name).to eq('Sojan Jose')
+    expect(contact_from_number&.name).to eq('Sojan Jose')
  end

  def expect_message_content
@@ -146,4 +147,12 @@ describe Whatsapp::IncomingMessageWhatsappCloudService do
  def expect_message_has_attachment
    expect(whatsapp_channel.inbox.messages.first.attachments.present?).to be true
  end
+
+  def contact_phone_number
+    "+#{sender_number}"
+  end
+
+  def contact_from_number
+    Contact.find_by(phone_number: contact_phone_number)
+  end
 end
@@ -225,6 +225,16 @@ agent_conversation_metrics:
  $ref: './resource/reports/conversation/agent.yml'
 channel_summary:
  $ref: './resource/reports/channel_summary.yml'
+first_response_time_distribution:
+  $ref: './resource/reports/first_response_time_distribution.yml'
+inbox_label_matrix:
+  $ref: './resource/reports/inbox_label_matrix.yml'
+inbox_summary:
+  $ref: './resource/reports/inbox_summary.yml'
+agent_summary:
+  $ref: './resource/reports/agent_summary.yml'
+team_summary:
+  $ref: './resource/reports/team_summary.yml'

 contact_detail:
  $ref: ./resource/contact_detail.yml
@@ -0,0 +1,39 @@
+type: array
+description: Agent summary report containing conversation statistics grouped by agent.
+items:
+  type: object
+  properties:
+    id:
+      type: number
+      description: The agent (user) ID
+    conversations_count:
+      type: number
+      description: Number of conversations assigned to the agent during the date range
+    resolved_conversations_count:
+      type: number
+      description: Number of conversations resolved by the agent during the date range
+    avg_resolution_time:
+      type: number
+      nullable: true
+      description: Average time (in seconds) to resolve conversations. Null if no data available.
+    avg_first_response_time:
+      type: number
+      nullable: true
+      description: Average time (in seconds) for the first response. Null if no data available.
+    avg_reply_time:
+      type: number
+      nullable: true
+      description: Average time (in seconds) between replies. Null if no data available.
+example:
+  - id: 1
+    conversations_count: 150
+    resolved_conversations_count: 120
+    avg_resolution_time: 3600
+    avg_first_response_time: 300
+    avg_reply_time: 600
+  - id: 2
+    conversations_count: 75
+    resolved_conversations_count: 60
+    avg_resolution_time: 1800
+    avg_first_response_time: 180
+    avg_reply_time: 420
@@ -0,0 +1,34 @@
+type: object
+description: First response time distribution report grouped by channel type. Shows the count of conversations with first response times in different time buckets.
+additionalProperties:
+  type: object
+  description: First response time distribution for a specific channel type (e.g., Channel::WebWidget, Channel::Api)
+  properties:
+    0-1h:
+      type: number
+      description: Number of conversations with first response time less than 1 hour
+    1-4h:
+      type: number
+      description: Number of conversations with first response time between 1-4 hours
+    4-8h:
+      type: number
+      description: Number of conversations with first response time between 4-8 hours
+    8-24h:
+      type: number
+      description: Number of conversations with first response time between 8-24 hours
+    24h+:
+      type: number
+      description: Number of conversations with first response time greater than 24 hours
+example:
+  Channel::WebWidget:
+    0-1h: 150
+    1-4h: 80
+    4-8h: 45
+    8-24h: 30
+    24h+: 15
+  Channel::Api:
+    0-1h: 75
+    1-4h: 40
+    4-8h: 20
+    8-24h: 10
+    24h+: 5
@@ -0,0 +1,50 @@
+type: object
+description: Inbox-label matrix report showing the count of conversations for each inbox-label combination.
+properties:
+  inboxes:
+    type: array
+    description: List of inboxes included in the report
+    items:
+      type: object
+      properties:
+        id:
+          type: number
+          description: The inbox ID
+        name:
+          type: string
+          description: The inbox name
+  labels:
+    type: array
+    description: List of labels included in the report
+    items:
+      type: object
+      properties:
+        id:
+          type: number
+          description: The label ID
+        title:
+          type: string
+          description: The label title
+  matrix:
+    type: array
+    description: 2D array where matrix[i][j] represents the count of conversations in inboxes[i] with labels[j]
+    items:
+      type: array
+      items:
+        type: number
+example:
+  inboxes:
+    - id: 1
+      name: Website Chat
+    - id: 2
+      name: Email Support
+  labels:
+    - id: 1
+      title: bug
+    - id: 2
+      title: feature-request
+    - id: 3
+      title: urgent
+  matrix:
+    - [10, 5, 3]
+    - [8, 12, 2]
@@ -0,0 +1,39 @@
+type: array
+description: Inbox summary report containing conversation statistics grouped by inbox.
+items:
+  type: object
+  properties:
+    id:
+      type: number
+      description: The inbox ID
+    conversations_count:
+      type: number
+      description: Number of conversations created in the inbox during the date range
+    resolved_conversations_count:
+      type: number
+      description: Number of conversations resolved in the inbox during the date range
+    avg_resolution_time:
+      type: number
+      nullable: true
+      description: Average time (in seconds) to resolve conversations. Null if no data available.
+    avg_first_response_time:
+      type: number
+      nullable: true
+      description: Average time (in seconds) for the first response. Null if no data available.
+    avg_reply_time:
+      type: number
+      nullable: true
+      description: Average time (in seconds) between replies. Null if no data available.
+example:
+  - id: 1
+    conversations_count: 150
+    resolved_conversations_count: 120
+    avg_resolution_time: 3600
+    avg_first_response_time: 300
+    avg_reply_time: 600
+  - id: 2
+    conversations_count: 75
+    resolved_conversations_count: 60
+    avg_resolution_time: 1800
+    avg_first_response_time: 180
+    avg_reply_time: 420
@@ -0,0 +1,39 @@
+type: array
+description: Team summary report containing conversation statistics grouped by team.
+items:
+  type: object
+  properties:
+    id:
+      type: number
+      description: The team ID
+    conversations_count:
+      type: number
+      description: Number of conversations assigned to the team during the date range
+    resolved_conversations_count:
+      type: number
+      description: Number of conversations resolved by the team during the date range
+    avg_resolution_time:
+      type: number
+      nullable: true
+      description: Average time (in seconds) to resolve conversations. Null if no data available.
+    avg_first_response_time:
+      type: number
+      nullable: true
+      description: Average time (in seconds) for the first response. Null if no data available.
+    avg_reply_time:
+      type: number
+      nullable: true
+      description: Average time (in seconds) between replies. Null if no data available.
+example:
+  - id: 1
+    conversations_count: 250
+    resolved_conversations_count: 200
+    avg_resolution_time: 2800
+    avg_first_response_time: 240
+    avg_reply_time: 500
+  - id: 2
+    conversations_count: 180
+    resolved_conversations_count: 150
+    avg_resolution_time: 2400
+    avg_first_response_time: 200
+    avg_reply_time: 450
@@ -18,6 +18,6 @@
  </head>
  <body>
    <redoc spec-url='/swagger/swagger.json'></redoc>
-    <script src="https://cdn.jsdelivr.net/npm/redoc@next/bundles/redoc.standalone.js"> </script>
+    <script src="https://cdn.jsdelivr.net/npm/redoc@2.1.5/bundles/redoc.standalone.js"> </script>
  </body>
 </html>
@@ -0,0 +1,23 @@
+tags:
+  - Reports
+operationId: get-agent-summary-report
+summary: Get conversation statistics grouped by agent
+security:
+  - userApiKey: []
+description: |
+  Get conversation statistics grouped by agent for a given date range.
+  Returns metrics for each agent including conversation counts, resolution counts,
+  average first response time, average resolution time, and average reply time.
+responses:
+  '200':
+    description: Success
+    content:
+      application/json:
+        schema:
+          $ref: '#/components/schemas/agent_summary'
+  '403':
+    description: Access denied
+    content:
+      application/json:
+        schema:
+          $ref: '#/components/schemas/bad_request_error'
@@ -0,0 +1,24 @@
+tags:
+  - Reports
+operationId: get-first-response-time-distribution
+summary: Get first response time distribution by channel
+security:
+  - userApiKey: []
+description: |
+  Get the distribution of first response times grouped by channel type.
+  Returns conversation counts in different time buckets (0-1h, 1-4h, 4-8h, 8-24h, 24h+) for each channel type.
+
+  **Note:** This API endpoint is available only in Chatwoot version 4.11.0 and above.
+responses:
+  '200':
+    description: Success
+    content:
+      application/json:
+        schema:
+          $ref: '#/components/schemas/first_response_time_distribution'
+  '403':
+    description: Access denied
+    content:
+      application/json:
+        schema:
+          $ref: '#/components/schemas/bad_request_error'
@@ -0,0 +1,25 @@
+tags:
+  - Reports
+operationId: get-inbox-label-matrix
+summary: Get inbox-label matrix report
+security:
+  - userApiKey: []
+description: |
+  Get a matrix showing the count of conversations for each inbox-label combination.
+  Returns a list of inboxes, labels, and a 2D matrix where each cell contains the count of conversations
+  in a specific inbox that have a specific label applied.
+
+  **Note:** This API endpoint is available only in Chatwoot version 4.11.0 and above.
+responses:
+  '200':
+    description: Success
+    content:
+      application/json:
+        schema:
+          $ref: '#/components/schemas/inbox_label_matrix'
+  '403':
+    description: Access denied
+    content:
+      application/json:
+        schema:
+          $ref: '#/components/schemas/bad_request_error'
@@ -0,0 +1,23 @@
+tags:
+  - Reports
+operationId: get-inbox-summary-report
+summary: Get conversation statistics grouped by inbox
+security:
+  - userApiKey: []
+description: |
+  Get conversation statistics grouped by inbox for a given date range.
+  Returns metrics for each inbox including conversation counts, resolution counts,
+  average first response time, average resolution time, and average reply time.
+responses:
+  '200':
+    description: Success
+    content:
+      application/json:
+        schema:
+          $ref: '#/components/schemas/inbox_summary'
+  '403':
+    description: Access denied
+    content:
+      application/json:
+        schema:
+          $ref: '#/components/schemas/bad_request_error'
@@ -0,0 +1,23 @@
+tags:
+  - Reports
+operationId: get-team-summary-report
+summary: Get conversation statistics grouped by team
+security:
+  - userApiKey: []
+description: |
+  Get conversation statistics grouped by team for a given date range.
+  Returns metrics for each team including conversation counts, resolution counts,
+  average first response time, average resolution time, and average reply time.
+responses:
+  '200':
+    description: Success
+    content:
+      application/json:
+        schema:
+          $ref: '#/components/schemas/team_summary'
+  '403':
+    description: Access denied
+    content:
+      application/json:
+        schema:
+          $ref: '#/components/schemas/bad_request_error'
@@ -641,6 +641,23 @@

 # Channel summary report (Available in 4.10.0+)
 /api/v2/accounts/{account_id}/summary_reports/channel:
+  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/channel_summary.yml'
+
+# Inbox summary report
+/api/v2/accounts/{account_id}/summary_reports/inbox:
  parameters:
    - $ref: '#/components/parameters/account_id'
    - in: query
@@ -657,9 +674,101 @@
      name: business_hours
      schema:
        type: boolean
-      description: Whether to filter by business hours.
+      description: Whether to calculate metrics using business hours only.
  get:
-    $ref: './application/reports/channel_summary.yml'
+    $ref: './application/reports/inbox_summary.yml'
+
+# Agent summary report
+/api/v2/accounts/{account_id}/summary_reports/agent:
+  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).
+    - in: query
+      name: business_hours
+      schema:
+        type: boolean
+      description: Whether to calculate metrics using business hours only.
+  get:
+    $ref: './application/reports/agent_summary.yml'
+
+# Team summary report
+/api/v2/accounts/{account_id}/summary_reports/team:
+  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).
+    - in: query
+      name: business_hours
+      schema:
+        type: boolean
+      description: Whether to calculate metrics using business hours only.
+  get:
+    $ref: './application/reports/team_summary.yml'
+
+# First response time distribution report
+/api/v2/accounts/{account_id}/reports/first_response_time_distribution:
+  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/first_response_time_distribution.yml'
+
+# Inbox-label matrix report
+/api/v2/accounts/{account_id}/reports/inbox_label_matrix:
+  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).
+    - in: query
+      name: inbox_ids
+      schema:
+        type: array
+        items:
+          type: integer
+      description: Filter by specific inbox IDs.
+    - in: query
+      name: label_ids
+      schema:
+        type: array
+        items:
+          type: integer
+      description: Filter by specific label IDs.
+  get:
+    $ref: './application/reports/inbox_label_matrix.yml'

 # Conversations Messages
 /accounts/{account_id}/conversations/{conversation_id}/messages:
@@ -7890,14 +7890,6 @@
            "type": "string"
          },
          "description": "The timestamp from where report should stop (Unix timestamp)."
-        },
-        {
-          "in": "query",
-          "name": "business_hours",
-          "schema": {
-            "type": "boolean"
-          },
-          "description": "Whether to filter by business hours."
        }
      ],
      "get": {
@@ -7946,6 +7938,342 @@
        }
      }
    },
+    "/api/v2/accounts/{account_id}/summary_reports/inbox": {
+      "parameters": [
+        {
+          "$ref": "#/components/parameters/account_id"
+        },
+        {
+          "in": "query",
+          "name": "since",
+          "schema": {
+            "type": "string"
+          },
+          "description": "The timestamp from where report should start (Unix timestamp)."
+        },
+        {
+          "in": "query",
+          "name": "until",
+          "schema": {
+            "type": "string"
+          },
+          "description": "The timestamp from where report should stop (Unix timestamp)."
+        },
+        {
+          "in": "query",
+          "name": "business_hours",
+          "schema": {
+            "type": "boolean"
+          },
+          "description": "Whether to calculate metrics using business hours only."
+        }
+      ],
+      "get": {
+        "tags": [
+          "Reports"
+        ],
+        "operationId": "get-inbox-summary-report",
+        "summary": "Get conversation statistics grouped by inbox",
+        "security": [
+          {
+            "userApiKey": []
+          }
+        ],
+        "description": "Get conversation statistics grouped by inbox for a given date range.\nReturns metrics for each inbox including conversation counts, resolution counts,\naverage first response time, average resolution time, and average reply time.\n",
+        "responses": {
+          "200": {
+            "description": "Success",
+            "content": {
+              "application/json": {
+                "schema": {
+                  "$ref": "#/components/schemas/inbox_summary"
+                }
+              }
+            }
+          },
+          "403": {
+            "description": "Access denied",
+            "content": {
+              "application/json": {
+                "schema": {
+                  "$ref": "#/components/schemas/bad_request_error"
+                }
+              }
+            }
+          }
+        }
+      }
+    },
+    "/api/v2/accounts/{account_id}/summary_reports/agent": {
+      "parameters": [
+        {
+          "$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)."
+        },
+        {
+          "in": "query",
+          "name": "business_hours",
+          "schema": {
+            "type": "boolean"
+          },
+          "description": "Whether to calculate metrics using business hours only."
+        }
+      ],
+      "get": {
+        "tags": [
+          "Reports"
+        ],
+        "operationId": "get-agent-summary-report",
+        "summary": "Get conversation statistics grouped by agent",
+        "security": [
+          {
+            "userApiKey": []
+          }
+        ],
+        "description": "Get conversation statistics grouped by agent for a given date range.\nReturns metrics for each agent including conversation counts, resolution counts,\naverage first response time, average resolution time, and average reply time.\n",
+        "responses": {
+          "200": {
+            "description": "Success",
+            "content": {
+              "application/json": {
+                "schema": {
+                  "$ref": "#/components/schemas/agent_summary"
+                }
+              }
+            }
+          },
+          "403": {
+            "description": "Access denied",
+            "content": {
+              "application/json": {
+                "schema": {
+                  "$ref": "#/components/schemas/bad_request_error"
+                }
+              }
+            }
+          }
+        }
+      }
+    },
+    "/api/v2/accounts/{account_id}/summary_reports/team": {
+      "parameters": [
+        {
+          "$ref": "#/components/parameters/account_id"
+        },
+        {
+          "in": "query",
+          "name": "since",
+          "schema": {
+            "type": "string"
+          },
+          "description": "The timestamp from where report should start (Unix timestamp)."
+        },
+        {
+          "in": "query",
+          "name": "until",
+          "schema": {
+            "type": "string"
+          },
+          "description": "The timestamp from where report should stop (Unix timestamp)."
+        },
+        {
+          "in": "query",
+          "name": "business_hours",
+          "schema": {
+            "type": "boolean"
+          },
+          "description": "Whether to calculate metrics using business hours only."
+        }
+      ],
+      "get": {
+        "tags": [
+          "Reports"
+        ],
+        "operationId": "get-team-summary-report",
+        "summary": "Get conversation statistics grouped by team",
+        "security": [
+          {
+            "userApiKey": []
+          }
+        ],
+        "description": "Get conversation statistics grouped by team for a given date range.\nReturns metrics for each team including conversation counts, resolution counts,\naverage first response time, average resolution time, and average reply time.\n",
+        "responses": {
+          "200": {
+            "description": "Success",
+            "content": {
+              "application/json": {
+                "schema": {
+                  "$ref": "#/components/schemas/team_summary"
+                }
+              }
+            }
+          },
+          "403": {
+            "description": "Access denied",
+            "content": {
+              "application/json": {
+                "schema": {
+                  "$ref": "#/components/schemas/bad_request_error"
+                }
+              }
+            }
+          }
+        }
+      }
+    },
+    "/api/v2/accounts/{account_id}/reports/first_response_time_distribution": {
+      "parameters": [
+        {
+          "$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-first-response-time-distribution",
+        "summary": "Get first response time distribution by channel",
+        "security": [
+          {
+            "userApiKey": []
+          }
+        ],
+        "description": "Get the distribution of first response times grouped by channel type.\nReturns conversation counts in different time buckets (0-1h, 1-4h, 4-8h, 8-24h, 24h+) for each channel type.\n\n**Note:** This API endpoint is available only in Chatwoot version 4.11.0 and above.\n",
+        "responses": {
+          "200": {
+            "description": "Success",
+            "content": {
+              "application/json": {
+                "schema": {
+                  "$ref": "#/components/schemas/first_response_time_distribution"
+                }
+              }
+            }
+          },
+          "403": {
+            "description": "Access denied",
+            "content": {
+              "application/json": {
+                "schema": {
+                  "$ref": "#/components/schemas/bad_request_error"
+                }
+              }
+            }
+          }
+        }
+      }
+    },
+    "/api/v2/accounts/{account_id}/reports/inbox_label_matrix": {
+      "parameters": [
+        {
+          "$ref": "#/components/parameters/account_id"
+        },
+        {
+          "in": "query",
+          "name": "since",
+          "schema": {
+            "type": "string"
+          },
+          "description": "The timestamp from where report should start (Unix timestamp)."
+        },
+        {
+          "in": "query",
+          "name": "until",
+          "schema": {
+            "type": "string"
+          },
+          "description": "The timestamp from where report should stop (Unix timestamp)."
+        },
+        {
+          "in": "query",
+          "name": "inbox_ids",
+          "schema": {
+            "type": "array",
+            "items": {
+              "type": "integer"
+            }
+          },
+          "description": "Filter by specific inbox IDs."
+        },
+        {
+          "in": "query",
+          "name": "label_ids",
+          "schema": {
+            "type": "array",
+            "items": {
+              "type": "integer"
+            }
+          },
+          "description": "Filter by specific label IDs."
+        }
+      ],
+      "get": {
+        "tags": [
+          "Reports"
+        ],
+        "operationId": "get-inbox-label-matrix",
+        "summary": "Get inbox-label matrix report",
+        "security": [
+          {
+            "userApiKey": []
+          }
+        ],
+        "description": "Get a matrix showing the count of conversations for each inbox-label combination.\nReturns a list of inboxes, labels, and a 2D matrix where each cell contains the count of conversations\nin a specific inbox that have a specific label applied.\n\n**Note:** This API endpoint is available only in Chatwoot version 4.11.0 and above.\n",
+        "responses": {
+          "200": {
+            "description": "Success",
+            "content": {
+              "application/json": {
+                "schema": {
+                  "$ref": "#/components/schemas/inbox_label_matrix"
+                }
+              }
+            }
+          },
+          "403": {
+            "description": "Access denied",
+            "content": {
+              "application/json": {
+                "schema": {
+                  "$ref": "#/components/schemas/bad_request_error"
+                }
+              }
+            }
+          }
+        }
+      }
+    },
    "/accounts/{account_id}/conversations/{conversation_id}/messages": {
      "parameters": [
        {
@@ -11781,6 +12109,302 @@
          }
        }
      },
+      "first_response_time_distribution": {
+        "type": "object",
+        "description": "First response time distribution report grouped by channel type. Shows the count of conversations with first response times in different time buckets.",
+        "additionalProperties": {
+          "type": "object",
+          "description": "First response time distribution for a specific channel type (e.g., Channel::WebWidget, Channel::Api)",
+          "properties": {
+            "0-1h": {
+              "type": "number",
+              "description": "Number of conversations with first response time less than 1 hour"
+            },
+            "1-4h": {
+              "type": "number",
+              "description": "Number of conversations with first response time between 1-4 hours"
+            },
+            "4-8h": {
+              "type": "number",
+              "description": "Number of conversations with first response time between 4-8 hours"
+            },
+            "8-24h": {
+              "type": "number",
+              "description": "Number of conversations with first response time between 8-24 hours"
+            },
+            "24h+": {
+              "type": "number",
+              "description": "Number of conversations with first response time greater than 24 hours"
+            }
+          }
+        },
+        "example": {
+          "Channel::WebWidget": {
+            "0-1h": 150,
+            "1-4h": 80,
+            "4-8h": 45,
+            "8-24h": 30,
+            "24h+": 15
+          },
+          "Channel::Api": {
+            "0-1h": 75,
+            "1-4h": 40,
+            "4-8h": 20,
+            "8-24h": 10,
+            "24h+": 5
+          }
+        }
+      },
+      "inbox_label_matrix": {
+        "type": "object",
+        "description": "Inbox-label matrix report showing the count of conversations for each inbox-label combination.",
+        "properties": {
+          "inboxes": {
+            "type": "array",
+            "description": "List of inboxes included in the report",
+            "items": {
+              "type": "object",
+              "properties": {
+                "id": {
+                  "type": "number",
+                  "description": "The inbox ID"
+                },
+                "name": {
+                  "type": "string",
+                  "description": "The inbox name"
+                }
+              }
+            }
+          },
+          "labels": {
+            "type": "array",
+            "description": "List of labels included in the report",
+            "items": {
+              "type": "object",
+              "properties": {
+                "id": {
+                  "type": "number",
+                  "description": "The label ID"
+                },
+                "title": {
+                  "type": "string",
+                  "description": "The label title"
+                }
+              }
+            }
+          },
+          "matrix": {
+            "type": "array",
+            "description": "2D array where matrix[i][j] represents the count of conversations in inboxes[i] with labels[j]",
+            "items": {
+              "type": "array",
+              "items": {
+                "type": "number"
+              }
+            }
+          }
+        },
+        "example": {
+          "inboxes": [
+            {
+              "id": 1,
+              "name": "Website Chat"
+            },
+            {
+              "id": 2,
+              "name": "Email Support"
+            }
+          ],
+          "labels": [
+            {
+              "id": 1,
+              "title": "bug"
+            },
+            {
+              "id": 2,
+              "title": "feature-request"
+            },
+            {
+              "id": 3,
+              "title": "urgent"
+            }
+          ],
+          "matrix": [
+            [
+              10,
+              5,
+              3
+            ],
+            [
+              8,
+              12,
+              2
+            ]
+          ]
+        }
+      },
+      "inbox_summary": {
+        "type": "array",
+        "description": "Inbox summary report containing conversation statistics grouped by inbox.",
+        "items": {
+          "type": "object",
+          "properties": {
+            "id": {
+              "type": "number",
+              "description": "The inbox ID"
+            },
+            "conversations_count": {
+              "type": "number",
+              "description": "Number of conversations created in the inbox during the date range"
+            },
+            "resolved_conversations_count": {
+              "type": "number",
+              "description": "Number of conversations resolved in the inbox during the date range"
+            },
+            "avg_resolution_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) to resolve conversations. Null if no data available."
+            },
+            "avg_first_response_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) for the first response. Null if no data available."
+            },
+            "avg_reply_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) between replies. Null if no data available."
+            }
+          }
+        },
+        "example": [
+          {
+            "id": 1,
+            "conversations_count": 150,
+            "resolved_conversations_count": 120,
+            "avg_resolution_time": 3600,
+            "avg_first_response_time": 300,
+            "avg_reply_time": 600
+          },
+          {
+            "id": 2,
+            "conversations_count": 75,
+            "resolved_conversations_count": 60,
+            "avg_resolution_time": 1800,
+            "avg_first_response_time": 180,
+            "avg_reply_time": 420
+          }
+        ]
+      },
+      "agent_summary": {
+        "type": "array",
+        "description": "Agent summary report containing conversation statistics grouped by agent.",
+        "items": {
+          "type": "object",
+          "properties": {
+            "id": {
+              "type": "number",
+              "description": "The agent (user) ID"
+            },
+            "conversations_count": {
+              "type": "number",
+              "description": "Number of conversations assigned to the agent during the date range"
+            },
+            "resolved_conversations_count": {
+              "type": "number",
+              "description": "Number of conversations resolved by the agent during the date range"
+            },
+            "avg_resolution_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) to resolve conversations. Null if no data available."
+            },
+            "avg_first_response_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) for the first response. Null if no data available."
+            },
+            "avg_reply_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) between replies. Null if no data available."
+            }
+          }
+        },
+        "example": [
+          {
+            "id": 1,
+            "conversations_count": 150,
+            "resolved_conversations_count": 120,
+            "avg_resolution_time": 3600,
+            "avg_first_response_time": 300,
+            "avg_reply_time": 600
+          },
+          {
+            "id": 2,
+            "conversations_count": 75,
+            "resolved_conversations_count": 60,
+            "avg_resolution_time": 1800,
+            "avg_first_response_time": 180,
+            "avg_reply_time": 420
+          }
+        ]
+      },
+      "team_summary": {
+        "type": "array",
+        "description": "Team summary report containing conversation statistics grouped by team.",
+        "items": {
+          "type": "object",
+          "properties": {
+            "id": {
+              "type": "number",
+              "description": "The team ID"
+            },
+            "conversations_count": {
+              "type": "number",
+              "description": "Number of conversations assigned to the team during the date range"
+            },
+            "resolved_conversations_count": {
+              "type": "number",
+              "description": "Number of conversations resolved by the team during the date range"
+            },
+            "avg_resolution_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) to resolve conversations. Null if no data available."
+            },
+            "avg_first_response_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) for the first response. Null if no data available."
+            },
+            "avg_reply_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) between replies. Null if no data available."
+            }
+          }
+        },
+        "example": [
+          {
+            "id": 1,
+            "conversations_count": 250,
+            "resolved_conversations_count": 200,
+            "avg_resolution_time": 2800,
+            "avg_first_response_time": 240,
+            "avg_reply_time": 500
+          },
+          {
+            "id": 2,
+            "conversations_count": 180,
+            "resolved_conversations_count": 150,
+            "avg_resolution_time": 2400,
+            "avg_first_response_time": 200,
+            "avg_reply_time": 450
+          }
+        ]
+      },
      "contact_detail": {
        "type": "object",
        "properties": {
@@ -6433,14 +6433,6 @@
            "type": "string"
          },
          "description": "The timestamp from where report should stop (Unix timestamp)."
-        },
-        {
-          "in": "query",
-          "name": "business_hours",
-          "schema": {
-            "type": "boolean"
-          },
-          "description": "Whether to filter by business hours."
        }
      ],
      "get": {
@@ -6488,6 +6480,342 @@
          }
        }
      }
+    },
+    "/api/v2/accounts/{account_id}/summary_reports/inbox": {
+      "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)."
+        },
+        {
+          "in": "query",
+          "name": "business_hours",
+          "schema": {
+            "type": "boolean"
+          },
+          "description": "Whether to calculate metrics using business hours only."
+        }
+      ],
+      "get": {
+        "tags": [
+          "Reports"
+        ],
+        "operationId": "get-inbox-summary-report",
+        "summary": "Get conversation statistics grouped by inbox",
+        "security": [
+          {
+            "userApiKey": []
+          }
+        ],
+        "description": "Get conversation statistics grouped by inbox for a given date range.\nReturns metrics for each inbox including conversation counts, resolution counts,\naverage first response time, average resolution time, and average reply time.\n",
+        "responses": {
+          "200": {
+            "description": "Success",
+            "content": {
+              "application/json": {
+                "schema": {
+                  "$ref": "#/components/schemas/inbox_summary"
+                }
+              }
+            }
+          },
+          "403": {
+            "description": "Access denied",
+            "content": {
+              "application/json": {
+                "schema": {
+                  "$ref": "#/components/schemas/bad_request_error"
+                }
+              }
+            }
+          }
+        }
+      }
+    },
+    "/api/v2/accounts/{account_id}/summary_reports/agent": {
+      "parameters": [
+        {
+          "$ref": "#/components/parameters/account_id"
+        },
+        {
+          "in": "query",
+          "name": "since",
+          "schema": {
+            "type": "string"
+          },
+          "description": "The timestamp from where report should start (Unix timestamp)."
+        },
+        {
+          "in": "query",
+          "name": "until",
+          "schema": {
+            "type": "string"
+          },
+          "description": "The timestamp from where report should stop (Unix timestamp)."
+        },
+        {
+          "in": "query",
+          "name": "business_hours",
+          "schema": {
+            "type": "boolean"
+          },
+          "description": "Whether to calculate metrics using business hours only."
+        }
+      ],
+      "get": {
+        "tags": [
+          "Reports"
+        ],
+        "operationId": "get-agent-summary-report",
+        "summary": "Get conversation statistics grouped by agent",
+        "security": [
+          {
+            "userApiKey": []
+          }
+        ],
+        "description": "Get conversation statistics grouped by agent for a given date range.\nReturns metrics for each agent including conversation counts, resolution counts,\naverage first response time, average resolution time, and average reply time.\n",
+        "responses": {
+          "200": {
+            "description": "Success",
+            "content": {
+              "application/json": {
+                "schema": {
+                  "$ref": "#/components/schemas/agent_summary"
+                }
+              }
+            }
+          },
+          "403": {
+            "description": "Access denied",
+            "content": {
+              "application/json": {
+                "schema": {
+                  "$ref": "#/components/schemas/bad_request_error"
+                }
+              }
+            }
+          }
+        }
+      }
+    },
+    "/api/v2/accounts/{account_id}/summary_reports/team": {
+      "parameters": [
+        {
+          "$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)."
+        },
+        {
+          "in": "query",
+          "name": "business_hours",
+          "schema": {
+            "type": "boolean"
+          },
+          "description": "Whether to calculate metrics using business hours only."
+        }
+      ],
+      "get": {
+        "tags": [
+          "Reports"
+        ],
+        "operationId": "get-team-summary-report",
+        "summary": "Get conversation statistics grouped by team",
+        "security": [
+          {
+            "userApiKey": []
+          }
+        ],
+        "description": "Get conversation statistics grouped by team for a given date range.\nReturns metrics for each team including conversation counts, resolution counts,\naverage first response time, average resolution time, and average reply time.\n",
+        "responses": {
+          "200": {
+            "description": "Success",
+            "content": {
+              "application/json": {
+                "schema": {
+                  "$ref": "#/components/schemas/team_summary"
+                }
+              }
+            }
+          },
+          "403": {
+            "description": "Access denied",
+            "content": {
+              "application/json": {
+                "schema": {
+                  "$ref": "#/components/schemas/bad_request_error"
+                }
+              }
+            }
+          }
+        }
+      }
+    },
+    "/api/v2/accounts/{account_id}/reports/first_response_time_distribution": {
+      "parameters": [
+        {
+          "$ref": "#/components/parameters/account_id"
+        },
+        {
+          "in": "query",
+          "name": "since",
+          "schema": {
+            "type": "string"
+          },
+          "description": "The timestamp from where report should start (Unix timestamp)."
+        },
+        {
+          "in": "query",
+          "name": "until",
+          "schema": {
+            "type": "string"
+          },
+          "description": "The timestamp from where report should stop (Unix timestamp)."
+        }
+      ],
+      "get": {
+        "tags": [
+          "Reports"
+        ],
+        "operationId": "get-first-response-time-distribution",
+        "summary": "Get first response time distribution by channel",
+        "security": [
+          {
+            "userApiKey": []
+          }
+        ],
+        "description": "Get the distribution of first response times grouped by channel type.\nReturns conversation counts in different time buckets (0-1h, 1-4h, 4-8h, 8-24h, 24h+) for each channel type.\n\n**Note:** This API endpoint is available only in Chatwoot version 4.11.0 and above.\n",
+        "responses": {
+          "200": {
+            "description": "Success",
+            "content": {
+              "application/json": {
+                "schema": {
+                  "$ref": "#/components/schemas/first_response_time_distribution"
+                }
+              }
+            }
+          },
+          "403": {
+            "description": "Access denied",
+            "content": {
+              "application/json": {
+                "schema": {
+                  "$ref": "#/components/schemas/bad_request_error"
+                }
+              }
+            }
+          }
+        }
+      }
+    },
+    "/api/v2/accounts/{account_id}/reports/inbox_label_matrix": {
+      "parameters": [
+        {
+          "$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)."
+        },
+        {
+          "in": "query",
+          "name": "inbox_ids",
+          "schema": {
+            "type": "array",
+            "items": {
+              "type": "integer"
+            }
+          },
+          "description": "Filter by specific inbox IDs."
+        },
+        {
+          "in": "query",
+          "name": "label_ids",
+          "schema": {
+            "type": "array",
+            "items": {
+              "type": "integer"
+            }
+          },
+          "description": "Filter by specific label IDs."
+        }
+      ],
+      "get": {
+        "tags": [
+          "Reports"
+        ],
+        "operationId": "get-inbox-label-matrix",
+        "summary": "Get inbox-label matrix report",
+        "security": [
+          {
+            "userApiKey": []
+          }
+        ],
+        "description": "Get a matrix showing the count of conversations for each inbox-label combination.\nReturns a list of inboxes, labels, and a 2D matrix where each cell contains the count of conversations\nin a specific inbox that have a specific label applied.\n\n**Note:** This API endpoint is available only in Chatwoot version 4.11.0 and above.\n",
+        "responses": {
+          "200": {
+            "description": "Success",
+            "content": {
+              "application/json": {
+                "schema": {
+                  "$ref": "#/components/schemas/inbox_label_matrix"
+                }
+              }
+            }
+          },
+          "403": {
+            "description": "Access denied",
+            "content": {
+              "application/json": {
+                "schema": {
+                  "$ref": "#/components/schemas/bad_request_error"
+                }
+              }
+            }
+          }
+        }
+      }
    }
  },
  "components": {
@@ -10288,6 +10616,302 @@
          }
        }
      },
+      "first_response_time_distribution": {
+        "type": "object",
+        "description": "First response time distribution report grouped by channel type. Shows the count of conversations with first response times in different time buckets.",
+        "additionalProperties": {
+          "type": "object",
+          "description": "First response time distribution for a specific channel type (e.g., Channel::WebWidget, Channel::Api)",
+          "properties": {
+            "0-1h": {
+              "type": "number",
+              "description": "Number of conversations with first response time less than 1 hour"
+            },
+            "1-4h": {
+              "type": "number",
+              "description": "Number of conversations with first response time between 1-4 hours"
+            },
+            "4-8h": {
+              "type": "number",
+              "description": "Number of conversations with first response time between 4-8 hours"
+            },
+            "8-24h": {
+              "type": "number",
+              "description": "Number of conversations with first response time between 8-24 hours"
+            },
+            "24h+": {
+              "type": "number",
+              "description": "Number of conversations with first response time greater than 24 hours"
+            }
+          }
+        },
+        "example": {
+          "Channel::WebWidget": {
+            "0-1h": 150,
+            "1-4h": 80,
+            "4-8h": 45,
+            "8-24h": 30,
+            "24h+": 15
+          },
+          "Channel::Api": {
+            "0-1h": 75,
+            "1-4h": 40,
+            "4-8h": 20,
+            "8-24h": 10,
+            "24h+": 5
+          }
+        }
+      },
+      "inbox_label_matrix": {
+        "type": "object",
+        "description": "Inbox-label matrix report showing the count of conversations for each inbox-label combination.",
+        "properties": {
+          "inboxes": {
+            "type": "array",
+            "description": "List of inboxes included in the report",
+            "items": {
+              "type": "object",
+              "properties": {
+                "id": {
+                  "type": "number",
+                  "description": "The inbox ID"
+                },
+                "name": {
+                  "type": "string",
+                  "description": "The inbox name"
+                }
+              }
+            }
+          },
+          "labels": {
+            "type": "array",
+            "description": "List of labels included in the report",
+            "items": {
+              "type": "object",
+              "properties": {
+                "id": {
+                  "type": "number",
+                  "description": "The label ID"
+                },
+                "title": {
+                  "type": "string",
+                  "description": "The label title"
+                }
+              }
+            }
+          },
+          "matrix": {
+            "type": "array",
+            "description": "2D array where matrix[i][j] represents the count of conversations in inboxes[i] with labels[j]",
+            "items": {
+              "type": "array",
+              "items": {
+                "type": "number"
+              }
+            }
+          }
+        },
+        "example": {
+          "inboxes": [
+            {
+              "id": 1,
+              "name": "Website Chat"
+            },
+            {
+              "id": 2,
+              "name": "Email Support"
+            }
+          ],
+          "labels": [
+            {
+              "id": 1,
+              "title": "bug"
+            },
+            {
+              "id": 2,
+              "title": "feature-request"
+            },
+            {
+              "id": 3,
+              "title": "urgent"
+            }
+          ],
+          "matrix": [
+            [
+              10,
+              5,
+              3
+            ],
+            [
+              8,
+              12,
+              2
+            ]
+          ]
+        }
+      },
+      "inbox_summary": {
+        "type": "array",
+        "description": "Inbox summary report containing conversation statistics grouped by inbox.",
+        "items": {
+          "type": "object",
+          "properties": {
+            "id": {
+              "type": "number",
+              "description": "The inbox ID"
+            },
+            "conversations_count": {
+              "type": "number",
+              "description": "Number of conversations created in the inbox during the date range"
+            },
+            "resolved_conversations_count": {
+              "type": "number",
+              "description": "Number of conversations resolved in the inbox during the date range"
+            },
+            "avg_resolution_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) to resolve conversations. Null if no data available."
+            },
+            "avg_first_response_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) for the first response. Null if no data available."
+            },
+            "avg_reply_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) between replies. Null if no data available."
+            }
+          }
+        },
+        "example": [
+          {
+            "id": 1,
+            "conversations_count": 150,
+            "resolved_conversations_count": 120,
+            "avg_resolution_time": 3600,
+            "avg_first_response_time": 300,
+            "avg_reply_time": 600
+          },
+          {
+            "id": 2,
+            "conversations_count": 75,
+            "resolved_conversations_count": 60,
+            "avg_resolution_time": 1800,
+            "avg_first_response_time": 180,
+            "avg_reply_time": 420
+          }
+        ]
+      },
+      "agent_summary": {
+        "type": "array",
+        "description": "Agent summary report containing conversation statistics grouped by agent.",
+        "items": {
+          "type": "object",
+          "properties": {
+            "id": {
+              "type": "number",
+              "description": "The agent (user) ID"
+            },
+            "conversations_count": {
+              "type": "number",
+              "description": "Number of conversations assigned to the agent during the date range"
+            },
+            "resolved_conversations_count": {
+              "type": "number",
+              "description": "Number of conversations resolved by the agent during the date range"
+            },
+            "avg_resolution_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) to resolve conversations. Null if no data available."
+            },
+            "avg_first_response_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) for the first response. Null if no data available."
+            },
+            "avg_reply_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) between replies. Null if no data available."
+            }
+          }
+        },
+        "example": [
+          {
+            "id": 1,
+            "conversations_count": 150,
+            "resolved_conversations_count": 120,
+            "avg_resolution_time": 3600,
+            "avg_first_response_time": 300,
+            "avg_reply_time": 600
+          },
+          {
+            "id": 2,
+            "conversations_count": 75,
+            "resolved_conversations_count": 60,
+            "avg_resolution_time": 1800,
+            "avg_first_response_time": 180,
+            "avg_reply_time": 420
+          }
+        ]
+      },
+      "team_summary": {
+        "type": "array",
+        "description": "Team summary report containing conversation statistics grouped by team.",
+        "items": {
+          "type": "object",
+          "properties": {
+            "id": {
+              "type": "number",
+              "description": "The team ID"
+            },
+            "conversations_count": {
+              "type": "number",
+              "description": "Number of conversations assigned to the team during the date range"
+            },
+            "resolved_conversations_count": {
+              "type": "number",
+              "description": "Number of conversations resolved by the team during the date range"
+            },
+            "avg_resolution_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) to resolve conversations. Null if no data available."
+            },
+            "avg_first_response_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) for the first response. Null if no data available."
+            },
+            "avg_reply_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) between replies. Null if no data available."
+            }
+          }
+        },
+        "example": [
+          {
+            "id": 1,
+            "conversations_count": 250,
+            "resolved_conversations_count": 200,
+            "avg_resolution_time": 2800,
+            "avg_first_response_time": 240,
+            "avg_reply_time": 500
+          },
+          {
+            "id": 2,
+            "conversations_count": 180,
+            "resolved_conversations_count": 150,
+            "avg_resolution_time": 2400,
+            "avg_first_response_time": 200,
+            "avg_reply_time": 450
+          }
+        ]
+      },
      "contact_detail": {
        "type": "object",
        "properties": {
@@ -4424,6 +4424,302 @@
          }
        }
      },
+      "first_response_time_distribution": {
+        "type": "object",
+        "description": "First response time distribution report grouped by channel type. Shows the count of conversations with first response times in different time buckets.",
+        "additionalProperties": {
+          "type": "object",
+          "description": "First response time distribution for a specific channel type (e.g., Channel::WebWidget, Channel::Api)",
+          "properties": {
+            "0-1h": {
+              "type": "number",
+              "description": "Number of conversations with first response time less than 1 hour"
+            },
+            "1-4h": {
+              "type": "number",
+              "description": "Number of conversations with first response time between 1-4 hours"
+            },
+            "4-8h": {
+              "type": "number",
+              "description": "Number of conversations with first response time between 4-8 hours"
+            },
+            "8-24h": {
+              "type": "number",
+              "description": "Number of conversations with first response time between 8-24 hours"
+            },
+            "24h+": {
+              "type": "number",
+              "description": "Number of conversations with first response time greater than 24 hours"
+            }
+          }
+        },
+        "example": {
+          "Channel::WebWidget": {
+            "0-1h": 150,
+            "1-4h": 80,
+            "4-8h": 45,
+            "8-24h": 30,
+            "24h+": 15
+          },
+          "Channel::Api": {
+            "0-1h": 75,
+            "1-4h": 40,
+            "4-8h": 20,
+            "8-24h": 10,
+            "24h+": 5
+          }
+        }
+      },
+      "inbox_label_matrix": {
+        "type": "object",
+        "description": "Inbox-label matrix report showing the count of conversations for each inbox-label combination.",
+        "properties": {
+          "inboxes": {
+            "type": "array",
+            "description": "List of inboxes included in the report",
+            "items": {
+              "type": "object",
+              "properties": {
+                "id": {
+                  "type": "number",
+                  "description": "The inbox ID"
+                },
+                "name": {
+                  "type": "string",
+                  "description": "The inbox name"
+                }
+              }
+            }
+          },
+          "labels": {
+            "type": "array",
+            "description": "List of labels included in the report",
+            "items": {
+              "type": "object",
+              "properties": {
+                "id": {
+                  "type": "number",
+                  "description": "The label ID"
+                },
+                "title": {
+                  "type": "string",
+                  "description": "The label title"
+                }
+              }
+            }
+          },
+          "matrix": {
+            "type": "array",
+            "description": "2D array where matrix[i][j] represents the count of conversations in inboxes[i] with labels[j]",
+            "items": {
+              "type": "array",
+              "items": {
+                "type": "number"
+              }
+            }
+          }
+        },
+        "example": {
+          "inboxes": [
+            {
+              "id": 1,
+              "name": "Website Chat"
+            },
+            {
+              "id": 2,
+              "name": "Email Support"
+            }
+          ],
+          "labels": [
+            {
+              "id": 1,
+              "title": "bug"
+            },
+            {
+              "id": 2,
+              "title": "feature-request"
+            },
+            {
+              "id": 3,
+              "title": "urgent"
+            }
+          ],
+          "matrix": [
+            [
+              10,
+              5,
+              3
+            ],
+            [
+              8,
+              12,
+              2
+            ]
+          ]
+        }
+      },
+      "inbox_summary": {
+        "type": "array",
+        "description": "Inbox summary report containing conversation statistics grouped by inbox.",
+        "items": {
+          "type": "object",
+          "properties": {
+            "id": {
+              "type": "number",
+              "description": "The inbox ID"
+            },
+            "conversations_count": {
+              "type": "number",
+              "description": "Number of conversations created in the inbox during the date range"
+            },
+            "resolved_conversations_count": {
+              "type": "number",
+              "description": "Number of conversations resolved in the inbox during the date range"
+            },
+            "avg_resolution_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) to resolve conversations. Null if no data available."
+            },
+            "avg_first_response_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) for the first response. Null if no data available."
+            },
+            "avg_reply_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) between replies. Null if no data available."
+            }
+          }
+        },
+        "example": [
+          {
+            "id": 1,
+            "conversations_count": 150,
+            "resolved_conversations_count": 120,
+            "avg_resolution_time": 3600,
+            "avg_first_response_time": 300,
+            "avg_reply_time": 600
+          },
+          {
+            "id": 2,
+            "conversations_count": 75,
+            "resolved_conversations_count": 60,
+            "avg_resolution_time": 1800,
+            "avg_first_response_time": 180,
+            "avg_reply_time": 420
+          }
+        ]
+      },
+      "agent_summary": {
+        "type": "array",
+        "description": "Agent summary report containing conversation statistics grouped by agent.",
+        "items": {
+          "type": "object",
+          "properties": {
+            "id": {
+              "type": "number",
+              "description": "The agent (user) ID"
+            },
+            "conversations_count": {
+              "type": "number",
+              "description": "Number of conversations assigned to the agent during the date range"
+            },
+            "resolved_conversations_count": {
+              "type": "number",
+              "description": "Number of conversations resolved by the agent during the date range"
+            },
+            "avg_resolution_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) to resolve conversations. Null if no data available."
+            },
+            "avg_first_response_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) for the first response. Null if no data available."
+            },
+            "avg_reply_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) between replies. Null if no data available."
+            }
+          }
+        },
+        "example": [
+          {
+            "id": 1,
+            "conversations_count": 150,
+            "resolved_conversations_count": 120,
+            "avg_resolution_time": 3600,
+            "avg_first_response_time": 300,
+            "avg_reply_time": 600
+          },
+          {
+            "id": 2,
+            "conversations_count": 75,
+            "resolved_conversations_count": 60,
+            "avg_resolution_time": 1800,
+            "avg_first_response_time": 180,
+            "avg_reply_time": 420
+          }
+        ]
+      },
+      "team_summary": {
+        "type": "array",
+        "description": "Team summary report containing conversation statistics grouped by team.",
+        "items": {
+          "type": "object",
+          "properties": {
+            "id": {
+              "type": "number",
+              "description": "The team ID"
+            },
+            "conversations_count": {
+              "type": "number",
+              "description": "Number of conversations assigned to the team during the date range"
+            },
+            "resolved_conversations_count": {
+              "type": "number",
+              "description": "Number of conversations resolved by the team during the date range"
+            },
+            "avg_resolution_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) to resolve conversations. Null if no data available."
+            },
+            "avg_first_response_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) for the first response. Null if no data available."
+            },
+            "avg_reply_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) between replies. Null if no data available."
+            }
+          }
+        },
+        "example": [
+          {
+            "id": 1,
+            "conversations_count": 250,
+            "resolved_conversations_count": 200,
+            "avg_resolution_time": 2800,
+            "avg_first_response_time": 240,
+            "avg_reply_time": 500
+          },
+          {
+            "id": 2,
+            "conversations_count": 180,
+            "resolved_conversations_count": 150,
+            "avg_resolution_time": 2400,
+            "avg_first_response_time": 200,
+            "avg_reply_time": 450
+          }
+        ]
+      },
      "contact_detail": {
        "type": "object",
        "properties": {
@@ -3839,6 +3839,302 @@
          }
        }
      },
+      "first_response_time_distribution": {
+        "type": "object",
+        "description": "First response time distribution report grouped by channel type. Shows the count of conversations with first response times in different time buckets.",
+        "additionalProperties": {
+          "type": "object",
+          "description": "First response time distribution for a specific channel type (e.g., Channel::WebWidget, Channel::Api)",
+          "properties": {
+            "0-1h": {
+              "type": "number",
+              "description": "Number of conversations with first response time less than 1 hour"
+            },
+            "1-4h": {
+              "type": "number",
+              "description": "Number of conversations with first response time between 1-4 hours"
+            },
+            "4-8h": {
+              "type": "number",
+              "description": "Number of conversations with first response time between 4-8 hours"
+            },
+            "8-24h": {
+              "type": "number",
+              "description": "Number of conversations with first response time between 8-24 hours"
+            },
+            "24h+": {
+              "type": "number",
+              "description": "Number of conversations with first response time greater than 24 hours"
+            }
+          }
+        },
+        "example": {
+          "Channel::WebWidget": {
+            "0-1h": 150,
+            "1-4h": 80,
+            "4-8h": 45,
+            "8-24h": 30,
+            "24h+": 15
+          },
+          "Channel::Api": {
+            "0-1h": 75,
+            "1-4h": 40,
+            "4-8h": 20,
+            "8-24h": 10,
+            "24h+": 5
+          }
+        }
+      },
+      "inbox_label_matrix": {
+        "type": "object",
+        "description": "Inbox-label matrix report showing the count of conversations for each inbox-label combination.",
+        "properties": {
+          "inboxes": {
+            "type": "array",
+            "description": "List of inboxes included in the report",
+            "items": {
+              "type": "object",
+              "properties": {
+                "id": {
+                  "type": "number",
+                  "description": "The inbox ID"
+                },
+                "name": {
+                  "type": "string",
+                  "description": "The inbox name"
+                }
+              }
+            }
+          },
+          "labels": {
+            "type": "array",
+            "description": "List of labels included in the report",
+            "items": {
+              "type": "object",
+              "properties": {
+                "id": {
+                  "type": "number",
+                  "description": "The label ID"
+                },
+                "title": {
+                  "type": "string",
+                  "description": "The label title"
+                }
+              }
+            }
+          },
+          "matrix": {
+            "type": "array",
+            "description": "2D array where matrix[i][j] represents the count of conversations in inboxes[i] with labels[j]",
+            "items": {
+              "type": "array",
+              "items": {
+                "type": "number"
+              }
+            }
+          }
+        },
+        "example": {
+          "inboxes": [
+            {
+              "id": 1,
+              "name": "Website Chat"
+            },
+            {
+              "id": 2,
+              "name": "Email Support"
+            }
+          ],
+          "labels": [
+            {
+              "id": 1,
+              "title": "bug"
+            },
+            {
+              "id": 2,
+              "title": "feature-request"
+            },
+            {
+              "id": 3,
+              "title": "urgent"
+            }
+          ],
+          "matrix": [
+            [
+              10,
+              5,
+              3
+            ],
+            [
+              8,
+              12,
+              2
+            ]
+          ]
+        }
+      },
+      "inbox_summary": {
+        "type": "array",
+        "description": "Inbox summary report containing conversation statistics grouped by inbox.",
+        "items": {
+          "type": "object",
+          "properties": {
+            "id": {
+              "type": "number",
+              "description": "The inbox ID"
+            },
+            "conversations_count": {
+              "type": "number",
+              "description": "Number of conversations created in the inbox during the date range"
+            },
+            "resolved_conversations_count": {
+              "type": "number",
+              "description": "Number of conversations resolved in the inbox during the date range"
+            },
+            "avg_resolution_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) to resolve conversations. Null if no data available."
+            },
+            "avg_first_response_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) for the first response. Null if no data available."
+            },
+            "avg_reply_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) between replies. Null if no data available."
+            }
+          }
+        },
+        "example": [
+          {
+            "id": 1,
+            "conversations_count": 150,
+            "resolved_conversations_count": 120,
+            "avg_resolution_time": 3600,
+            "avg_first_response_time": 300,
+            "avg_reply_time": 600
+          },
+          {
+            "id": 2,
+            "conversations_count": 75,
+            "resolved_conversations_count": 60,
+            "avg_resolution_time": 1800,
+            "avg_first_response_time": 180,
+            "avg_reply_time": 420
+          }
+        ]
+      },
+      "agent_summary": {
+        "type": "array",
+        "description": "Agent summary report containing conversation statistics grouped by agent.",
+        "items": {
+          "type": "object",
+          "properties": {
+            "id": {
+              "type": "number",
+              "description": "The agent (user) ID"
+            },
+            "conversations_count": {
+              "type": "number",
+              "description": "Number of conversations assigned to the agent during the date range"
+            },
+            "resolved_conversations_count": {
+              "type": "number",
+              "description": "Number of conversations resolved by the agent during the date range"
+            },
+            "avg_resolution_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) to resolve conversations. Null if no data available."
+            },
+            "avg_first_response_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) for the first response. Null if no data available."
+            },
+            "avg_reply_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) between replies. Null if no data available."
+            }
+          }
+        },
+        "example": [
+          {
+            "id": 1,
+            "conversations_count": 150,
+            "resolved_conversations_count": 120,
+            "avg_resolution_time": 3600,
+            "avg_first_response_time": 300,
+            "avg_reply_time": 600
+          },
+          {
+            "id": 2,
+            "conversations_count": 75,
+            "resolved_conversations_count": 60,
+            "avg_resolution_time": 1800,
+            "avg_first_response_time": 180,
+            "avg_reply_time": 420
+          }
+        ]
+      },
+      "team_summary": {
+        "type": "array",
+        "description": "Team summary report containing conversation statistics grouped by team.",
+        "items": {
+          "type": "object",
+          "properties": {
+            "id": {
+              "type": "number",
+              "description": "The team ID"
+            },
+            "conversations_count": {
+              "type": "number",
+              "description": "Number of conversations assigned to the team during the date range"
+            },
+            "resolved_conversations_count": {
+              "type": "number",
+              "description": "Number of conversations resolved by the team during the date range"
+            },
+            "avg_resolution_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) to resolve conversations. Null if no data available."
+            },
+            "avg_first_response_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) for the first response. Null if no data available."
+            },
+            "avg_reply_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) between replies. Null if no data available."
+            }
+          }
+        },
+        "example": [
+          {
+            "id": 1,
+            "conversations_count": 250,
+            "resolved_conversations_count": 200,
+            "avg_resolution_time": 2800,
+            "avg_first_response_time": 240,
+            "avg_reply_time": 500
+          },
+          {
+            "id": 2,
+            "conversations_count": 180,
+            "resolved_conversations_count": 150,
+            "avg_resolution_time": 2400,
+            "avg_first_response_time": 200,
+            "avg_reply_time": 450
+          }
+        ]
+      },
      "contact_detail": {
        "type": "object",
        "properties": {
@@ -4600,6 +4600,302 @@
          }
        }
      },
+      "first_response_time_distribution": {
+        "type": "object",
+        "description": "First response time distribution report grouped by channel type. Shows the count of conversations with first response times in different time buckets.",
+        "additionalProperties": {
+          "type": "object",
+          "description": "First response time distribution for a specific channel type (e.g., Channel::WebWidget, Channel::Api)",
+          "properties": {
+            "0-1h": {
+              "type": "number",
+              "description": "Number of conversations with first response time less than 1 hour"
+            },
+            "1-4h": {
+              "type": "number",
+              "description": "Number of conversations with first response time between 1-4 hours"
+            },
+            "4-8h": {
+              "type": "number",
+              "description": "Number of conversations with first response time between 4-8 hours"
+            },
+            "8-24h": {
+              "type": "number",
+              "description": "Number of conversations with first response time between 8-24 hours"
+            },
+            "24h+": {
+              "type": "number",
+              "description": "Number of conversations with first response time greater than 24 hours"
+            }
+          }
+        },
+        "example": {
+          "Channel::WebWidget": {
+            "0-1h": 150,
+            "1-4h": 80,
+            "4-8h": 45,
+            "8-24h": 30,
+            "24h+": 15
+          },
+          "Channel::Api": {
+            "0-1h": 75,
+            "1-4h": 40,
+            "4-8h": 20,
+            "8-24h": 10,
+            "24h+": 5
+          }
+        }
+      },
+      "inbox_label_matrix": {
+        "type": "object",
+        "description": "Inbox-label matrix report showing the count of conversations for each inbox-label combination.",
+        "properties": {
+          "inboxes": {
+            "type": "array",
+            "description": "List of inboxes included in the report",
+            "items": {
+              "type": "object",
+              "properties": {
+                "id": {
+                  "type": "number",
+                  "description": "The inbox ID"
+                },
+                "name": {
+                  "type": "string",
+                  "description": "The inbox name"
+                }
+              }
+            }
+          },
+          "labels": {
+            "type": "array",
+            "description": "List of labels included in the report",
+            "items": {
+              "type": "object",
+              "properties": {
+                "id": {
+                  "type": "number",
+                  "description": "The label ID"
+                },
+                "title": {
+                  "type": "string",
+                  "description": "The label title"
+                }
+              }
+            }
+          },
+          "matrix": {
+            "type": "array",
+            "description": "2D array where matrix[i][j] represents the count of conversations in inboxes[i] with labels[j]",
+            "items": {
+              "type": "array",
+              "items": {
+                "type": "number"
+              }
+            }
+          }
+        },
+        "example": {
+          "inboxes": [
+            {
+              "id": 1,
+              "name": "Website Chat"
+            },
+            {
+              "id": 2,
+              "name": "Email Support"
+            }
+          ],
+          "labels": [
+            {
+              "id": 1,
+              "title": "bug"
+            },
+            {
+              "id": 2,
+              "title": "feature-request"
+            },
+            {
+              "id": 3,
+              "title": "urgent"
+            }
+          ],
+          "matrix": [
+            [
+              10,
+              5,
+              3
+            ],
+            [
+              8,
+              12,
+              2
+            ]
+          ]
+        }
+      },
+      "inbox_summary": {
+        "type": "array",
+        "description": "Inbox summary report containing conversation statistics grouped by inbox.",
+        "items": {
+          "type": "object",
+          "properties": {
+            "id": {
+              "type": "number",
+              "description": "The inbox ID"
+            },
+            "conversations_count": {
+              "type": "number",
+              "description": "Number of conversations created in the inbox during the date range"
+            },
+            "resolved_conversations_count": {
+              "type": "number",
+              "description": "Number of conversations resolved in the inbox during the date range"
+            },
+            "avg_resolution_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) to resolve conversations. Null if no data available."
+            },
+            "avg_first_response_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) for the first response. Null if no data available."
+            },
+            "avg_reply_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) between replies. Null if no data available."
+            }
+          }
+        },
+        "example": [
+          {
+            "id": 1,
+            "conversations_count": 150,
+            "resolved_conversations_count": 120,
+            "avg_resolution_time": 3600,
+            "avg_first_response_time": 300,
+            "avg_reply_time": 600
+          },
+          {
+            "id": 2,
+            "conversations_count": 75,
+            "resolved_conversations_count": 60,
+            "avg_resolution_time": 1800,
+            "avg_first_response_time": 180,
+            "avg_reply_time": 420
+          }
+        ]
+      },
+      "agent_summary": {
+        "type": "array",
+        "description": "Agent summary report containing conversation statistics grouped by agent.",
+        "items": {
+          "type": "object",
+          "properties": {
+            "id": {
+              "type": "number",
+              "description": "The agent (user) ID"
+            },
+            "conversations_count": {
+              "type": "number",
+              "description": "Number of conversations assigned to the agent during the date range"
+            },
+            "resolved_conversations_count": {
+              "type": "number",
+              "description": "Number of conversations resolved by the agent during the date range"
+            },
+            "avg_resolution_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) to resolve conversations. Null if no data available."
+            },
+            "avg_first_response_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) for the first response. Null if no data available."
+            },
+            "avg_reply_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) between replies. Null if no data available."
+            }
+          }
+        },
+        "example": [
+          {
+            "id": 1,
+            "conversations_count": 150,
+            "resolved_conversations_count": 120,
+            "avg_resolution_time": 3600,
+            "avg_first_response_time": 300,
+            "avg_reply_time": 600
+          },
+          {
+            "id": 2,
+            "conversations_count": 75,
+            "resolved_conversations_count": 60,
+            "avg_resolution_time": 1800,
+            "avg_first_response_time": 180,
+            "avg_reply_time": 420
+          }
+        ]
+      },
+      "team_summary": {
+        "type": "array",
+        "description": "Team summary report containing conversation statistics grouped by team.",
+        "items": {
+          "type": "object",
+          "properties": {
+            "id": {
+              "type": "number",
+              "description": "The team ID"
+            },
+            "conversations_count": {
+              "type": "number",
+              "description": "Number of conversations assigned to the team during the date range"
+            },
+            "resolved_conversations_count": {
+              "type": "number",
+              "description": "Number of conversations resolved by the team during the date range"
+            },
+            "avg_resolution_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) to resolve conversations. Null if no data available."
+            },
+            "avg_first_response_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) for the first response. Null if no data available."
+            },
+            "avg_reply_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) between replies. Null if no data available."
+            }
+          }
+        },
+        "example": [
+          {
+            "id": 1,
+            "conversations_count": 250,
+            "resolved_conversations_count": 200,
+            "avg_resolution_time": 2800,
+            "avg_first_response_time": 240,
+            "avg_reply_time": 500
+          },
+          {
+            "id": 2,
+            "conversations_count": 180,
+            "resolved_conversations_count": 150,
+            "avg_resolution_time": 2400,
+            "avg_first_response_time": 200,
+            "avg_reply_time": 450
+          }
+        ]
+      },
      "contact_detail": {
        "type": "object",
        "properties": {