feat: sla business hours

<img width="1502" height="813" alt="Screenshot 2025-12-15 at 5 01 57 PM"
src="https://github.com/user-attachments/assets/ea721f00-403c-4adc-8410-5c0fa4ee4122"
/>

AGENTS.md

@@ -48,6 +48,7 @@
 - Remove dead/unreachable/unused code
 - Don’t write multiple versions or backups for the same logic — pick the best approach and implement it
 - Don't reference Claude in commit messages
+- Prefer `with_modified_env` (from spec helpers) over stubbing `ENV` directly in specs
 
 ## Project-Specific
 
@@ -78,3 +79,4 @@ Practical checklist for any change impacting core logic or public APIs
 - Keep request/response contracts stable across OSS and Enterprise; update both sets of routes/controllers when introducing new APIs.
 - When renaming/moving shared code, mirror the change in `enterprise/` to prevent drift.
 - Tests: Add Enterprise-specific specs under `spec/enterprise`, mirroring OSS spec layout where applicable.
+- When modifying existing OSS features for Enterprise-only behavior, add an Enterprise module (via `prepend_mod_with`/`include_mod_with`) instead of editing OSS files directly—especially for policies, controllers, and services. For Enterprise-exclusive features, place code directly under `enterprise/`.

Gemfile.lock

@@ -827,6 +827,7 @@ 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_parser (3.20.0)

app/builders/year_in_review_builder.rb

@@ -0,0 +1,74 @@
+class YearInReviewBuilder
+  attr_reader :account, :user_id, :year
+
+  def initialize(account:, user_id:, year:)
+    @account = account
+    @user_id = user_id
+    @year = year
+  end
+
+  def build
+    {
+      year: year,
+      total_conversations: total_conversations_count,
+      busiest_day: busiest_day_data,
+      support_personality: support_personality_data
+    }
+  end
+
+  private
+
+  def year_range
+    @year_range ||= begin
+      start_time = Time.zone.local(year, 1, 1).beginning_of_day
+      end_time = Time.zone.local(year, 12, 31).end_of_day
+      start_time..end_time
+    end
+  end
+
+  def total_conversations_count
+    account.conversations
+           .where(assignee_id: user_id, created_at: year_range)
+           .count
+  end
+
+  def busiest_day_data
+    daily_counts = account.conversations
+                          .where(assignee_id: user_id, created_at: year_range)
+                          .group_by_day(:created_at, range: year_range, time_zone: Time.zone)
+                          .count
+
+    return nil if daily_counts.empty?
+
+    busiest_date, count = daily_counts.max_by { |_date, cnt| cnt }
+
+    return nil if count.zero?
+
+    {
+      date: busiest_date.strftime('%b %d'),
+      count: count
+    }
+  end
+
+  def support_personality_data
+    response_time = average_response_time
+
+    return { avg_response_time_seconds: 0 } if response_time.nil?
+
+    {
+      avg_response_time_seconds: response_time.to_i
+    }
+  end
+
+  def average_response_time
+    avg_time = account.reporting_events
+                      .where(
+                        name: 'first_response',
+                        user_id: user_id,
+                        created_at: year_range
+                      )
+                      .average(:value)
+
+    avg_time&.to_f
+  end
+end

app/controllers/api/v1/accounts/inbox_csat_templates_controller.rb

@@ -0,0 +1,160 @@
+class Api::V1::Accounts::InboxCsatTemplatesController < Api::V1::Accounts::BaseController
+  DEFAULT_BUTTON_TEXT = 'Please rate us'.freeze
+  DEFAULT_LANGUAGE = 'en'.freeze
+
+  before_action :fetch_inbox
+  before_action :validate_whatsapp_channel
+
+  def show
+    template = @inbox.csat_config&.dig('template')
+    return render json: { template_exists: false } unless template
+
+    template_name = template['name'] || Whatsapp::CsatTemplateNameService.csat_template_name(@inbox.id)
+    status_result = @inbox.channel.provider_service.get_template_status(template_name)
+
+    render_template_status_response(status_result, template_name)
+  rescue StandardError => e
+    Rails.logger.error "Error fetching CSAT template status: #{e.message}"
+    render json: { error: e.message }, status: :internal_server_error
+  end
+
+  def create
+    template_params = extract_template_params
+    return render_missing_message_error if template_params[:message].blank?
+
+    # Delete existing template even though we are using a new one.
+    # We don't want too many templates in the business portfolio, but the create operation shouldn't fail if deletion fails.
+    delete_existing_template_if_needed
+
+    result = create_template_via_provider(template_params)
+    render_template_creation_result(result)
+  rescue ActionController::ParameterMissing
+    render json: { error: 'Template parameters are required' }, status: :unprocessable_entity
+  rescue StandardError => e
+    Rails.logger.error "Error creating CSAT template: #{e.message}"
+    render json: { error: 'Template creation failed' }, status: :internal_server_error
+  end
+
+  private
+
+  def fetch_inbox
+    @inbox = Current.account.inboxes.find(params[:inbox_id])
+    authorize @inbox, :show?
+  end
+
+  def validate_whatsapp_channel
+    return if @inbox.whatsapp?
+
+    render json: { error: 'CSAT template operations only available for WhatsApp channels' },
+           status: :bad_request
+  end
+
+  def extract_template_params
+    params.require(:template).permit(:message, :button_text, :language)
+  end
+
+  def render_missing_message_error
+    render json: { error: 'Message is required' }, status: :unprocessable_entity
+  end
+
+  def create_template_via_provider(template_params)
+    template_config = {
+      message: template_params[:message],
+      button_text: template_params[:button_text] || DEFAULT_BUTTON_TEXT,
+      base_url: ENV.fetch('FRONTEND_URL', 'http://localhost:3000'),
+      language: template_params[:language] || DEFAULT_LANGUAGE,
+      template_name: Whatsapp::CsatTemplateNameService.csat_template_name(@inbox.id)
+    }
+
+    @inbox.channel.provider_service.create_csat_template(template_config)
+  end
+
+  def render_template_creation_result(result)
+    if result[:success]
+      render_successful_template_creation(result)
+    else
+      render_failed_template_creation(result)
+    end
+  end
+
+  def render_successful_template_creation(result)
+    render json: {
+      template: {
+        name: result[:template_name],
+        template_id: result[:template_id],
+        status: 'PENDING',
+        language: result[:language] || DEFAULT_LANGUAGE
+      }
+    }, status: :created
+  end
+
+  def render_failed_template_creation(result)
+    whatsapp_error = parse_whatsapp_error(result[:response_body])
+    error_message = whatsapp_error[:user_message] || result[:error]
+
+    render json: {
+      error: error_message,
+      details: whatsapp_error[:technical_details]
+    }, status: :unprocessable_entity
+  end
+
+  def delete_existing_template_if_needed
+    template = @inbox.csat_config&.dig('template')
+    return true if template.blank?
+
+    template_name = template['name']
+    return true if template_name.blank?
+
+    template_status = @inbox.channel.provider_service.get_template_status(template_name)
+    return true unless template_status[:success]
+
+    deletion_result = @inbox.channel.provider_service.delete_csat_template(template_name)
+    if deletion_result[:success]
+      Rails.logger.info "Deleted existing CSAT template '#{template_name}' for inbox #{@inbox.id}"
+      true
+    else
+      Rails.logger.warn "Failed to delete existing CSAT template '#{template_name}' for inbox #{@inbox.id}: #{deletion_result[:response_body]}"
+      false
+    end
+  rescue StandardError => e
+    Rails.logger.error "Error during template deletion for inbox #{@inbox.id}: #{e.message}"
+    false
+  end
+
+  def render_template_status_response(status_result, template_name)
+    if status_result[:success]
+      render json: {
+        template_exists: true,
+        template_name: template_name,
+        status: status_result[:template][:status],
+        template_id: status_result[:template][:id]
+      }
+    else
+      render json: {
+        template_exists: false,
+        error: 'Template not found'
+      }
+    end
+  end
+
+  def parse_whatsapp_error(response_body)
+    return { user_message: nil, technical_details: nil } if response_body.blank?
+
+    begin
+      error_data = JSON.parse(response_body)
+      whatsapp_error = error_data['error'] || {}
+
+      user_message = whatsapp_error['error_user_msg'] || whatsapp_error['message']
+      technical_details = {
+        code: whatsapp_error['code'],
+        subcode: whatsapp_error['error_subcode'],
+        type: whatsapp_error['type'],
+        title: whatsapp_error['error_user_title']
+      }.compact
+
+      { user_message: user_message, technical_details: technical_details }
+    rescue JSON::ParserError
+      { user_message: nil, technical_details: response_body }
+    end
+  end
+end

app/controllers/api/v1/accounts/inboxes_controller.rb

@@ -152,31 +152,37 @@ class Api::V1::Accounts::InboxesController < Api::V1::Accounts::BaseController
   end
 
   def format_csat_config(config)
-    {
-      display_type: config['display_type'] || 'emoji',
-      message: config['message'] || '',
-      survey_rules: {
-        operator: config.dig('survey_rules', 'operator') || 'contains',
-        values: config.dig('survey_rules', 'values') || []
-      }
+    formatted = {
+      'display_type' => config['display_type'] || 'emoji',
+      'message' => config['message'] || '',
+      :survey_rules => {
+        'operator' => config.dig('survey_rules', 'operator') || 'contains',
+        'values' => config.dig('survey_rules', 'values') || []
+      },
+      'button_text' => config['button_text'] || 'Please rate us',
+      'language' => config['language'] || 'en'
     }
+    format_template_config(config, formatted)
+    formatted
+  end
+
+  def format_template_config(config, formatted)
+    formatted['template'] = config['template'] if config['template'].present?
   end
 
   def inbox_attributes
     [:name, :avatar, :greeting_enabled, :greeting_message, :enable_email_collect, :csat_survey_enabled,
      :enable_auto_assignment, :working_hours_enabled, :out_of_office_message, :timezone, :allow_messages_after_resolved,
      :lock_to_single_conversation, :portal_id, :sender_name_type, :business_name,
-     { csat_config: [:display_type, :message, { survey_rules: [:operator, { values: [] }] }] }]
+     { csat_config: [:display_type, :message, :button_text, :language,
+                     { survey_rules: [:operator, { values: [] }],
+                       template: [:name, :template_id, :created_at, :language] }] }]
   end
 
   def permitted_params(channel_attributes = [])
     # We will remove this line after fixing https://linear.app/chatwoot/issue/CW-1567/null-value-passed-as-null-string-to-backend
     params.each { |k, v| params[k] = params[k] == 'null' ? nil : v }
-
-    params.permit(
-      *inbox_attributes,
-      channel: [:type, *channel_attributes]
-    )
+    params.permit(*inbox_attributes, channel: [:type, *channel_attributes])
   end
 
   def channel_type_from_params
@@ -192,11 +198,7 @@ class Api::V1::Accounts::InboxesController < Api::V1::Accounts::BaseController
   end
 
   def get_channel_attributes(channel_type)
-    if channel_type.constantize.const_defined?(:EDITABLE_ATTRS)
-      channel_type.constantize::EDITABLE_ATTRS.presence
-    else
-      []
-    end
+    channel_type.constantize.const_defined?(:EDITABLE_ATTRS) ? channel_type.constantize::EDITABLE_ATTRS.presence : []
   end
 
   def whatsapp_channel?

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

@@ -0,0 +1,26 @@
+class Api::V2::Accounts::YearInReviewsController < Api::V1::Accounts::BaseController
+  def show
+    year = params[:year] || 2025
+    cache_key = "year_in_review_#{Current.account.id}_#{year}"
+
+    cached_data = Current.user.ui_settings&.dig(cache_key)
+
+    if cached_data.present?
+      render json: cached_data
+    else
+      builder = YearInReviewBuilder.new(
+        account: Current.account,
+        user_id: Current.user.id,
+        year: year
+      )
+
+      data = builder.build
+
+      ui_settings = Current.user.ui_settings || {}
+      ui_settings[cache_key] = data
+      Current.user.update(ui_settings: ui_settings)
+
+      render json: data
+    end
+  end
+end

app/javascript/dashboard/api/yearInReview.js

@@ -0,0 +1,16 @@
+/* global axios */
+import ApiClient from './ApiClient';
+
+class YearInReviewAPI extends ApiClient {
+  constructor() {
+    super('year_in_review', { accountScoped: true, apiVersion: 'v2' });
+  }
+
+  get(year) {
+    return axios.get(`${this.url}`, {
+      params: { year },
+    });
+  }
+}
+
+export default new YearInReviewAPI();

app/javascript/dashboard/components-next/Conversation/ConversationCard/SLACardLabel.vue

@@ -1,6 +1,7 @@
 <script setup>
 import { ref, computed, onMounted, onUnmounted, watch } from 'vue';
 import { evaluateSLAStatus } from '@chatwoot/utils';
+import { getBusinessHoursConfig } from 'dashboard/helper/slaHelper';
 
 const props = defineProps({
   conversation: {
@@ -40,9 +41,17 @@ const slaStatusText = computed(() => {
 });
 
 const updateSlaStatus = () => {
+  const businessHoursConfig = getBusinessHoursConfig(
+    appliedSLA.value?.slaPolicy,
+    props.conversation?.inbox
+  );
+
   slaStatus.value = evaluateSLAStatus({
     appliedSla: convertObjectCamelCaseToSnakeCase(appliedSLA.value || {}),
     chat: props.conversation,
+    options: businessHoursConfig
+      ? { businessHours: businessHoursConfig }
+      : undefined,
   });
 };
 

app/javascript/dashboard/components-next/Editor/Editor.vue

@@ -24,6 +24,7 @@ const props = defineProps({
   allowSignature: { type: Boolean, default: false },
   sendWithSignature: { type: Boolean, default: false },
   channelType: { type: String, default: '' },
+  medium: { type: String, default: '' },
 });
 
 const emit = defineEmits(['update:modelValue']);
@@ -106,6 +107,7 @@ watch(
         :allow-signature="allowSignature"
         :send-with-signature="sendWithSignature"
         :channel-type="channelType"
+        :medium="medium"
         @input="handleInput"
         @focus="handleFocus"
         @blur="handleBlur"

app/javascript/dashboard/components-next/NewConversation/components/ActionButtons.vue

@@ -7,7 +7,7 @@ import { vOnClickOutside } from '@vueuse/components';
 import { ALLOWED_FILE_TYPES } from 'shared/constants/messages';
 import { useKeyboardEvents } from 'dashboard/composables/useKeyboardEvents';
 import FileUpload from 'vue-upload-component';
-import { extractTextFromMarkdown } from 'dashboard/helper/editorHelper';
+import { INBOX_TYPES } from 'dashboard/helper/inbox';
 
 import Button from 'dashboard/components-next/button/Button.vue';
 import WhatsAppOptions from './WhatsAppOptions.vue';
@@ -50,12 +50,6 @@ const EmojiInput = defineAsyncComponent(
   () => import('shared/components/emoji/EmojiInput.vue')
 );
 
-const signatureToApply = computed(() =>
-  props.isEmailOrWebWidgetInbox
-    ? props.messageSignature
-    : extractTextFromMarkdown(props.messageSignature)
-);
-
 const {
   fetchSignatureFlagFromUISettings,
   setSignatureFlagForInbox,
@@ -80,12 +74,20 @@ const isRegularMessageMode = computed(() => {
   return !props.isWhatsappInbox && !props.isTwilioWhatsAppInbox;
 });
 
+const isVoiceInbox = computed(() => props.channelType === INBOX_TYPES.VOICE);
+
+const shouldShowSignatureButton = computed(() => {
+  return (
+    props.hasSelectedInbox && isRegularMessageMode.value && !isVoiceInbox.value
+  );
+});
+
 const setSignature = () => {
-  if (signatureToApply.value) {
+  if (props.messageSignature) {
     if (sendWithSignature.value) {
-      emit('addSignature', signatureToApply.value);
+      emit('addSignature', props.messageSignature);
     } else {
-      emit('removeSignature', signatureToApply.value);
+      emit('removeSignature', props.messageSignature);
     }
   }
 };
@@ -101,7 +103,7 @@ watch(
   () => props.hasSelectedInbox,
   newValue => {
     nextTick(() => {
-      if (newValue && props.isEmailOrWebWidgetInbox) setSignature();
+      if (newValue && !isVoiceInbox.value) setSignature();
     });
   },
   { immediate: true }
@@ -220,7 +222,7 @@ useKeyboardEvents(keyboardEvents);
         />
       </FileUpload>
       <Button
-        v-if="hasSelectedInbox && isRegularMessageMode"
+        v-if="shouldShowSignatureButton"
         icon="i-lucide-signature"
         color="slate"
         size="sm"

app/javascript/dashboard/components-next/NewConversation/components/AttachmentPreviews.vue

@@ -39,7 +39,7 @@ const removeAttachment = id => {
 </script>
 
 <template>
-  <div class="flex flex-col gap-4 p-4">
+  <div class="flex flex-col gap-4 p-4 max-h-48 overflow-y-auto">
     <div
       v-if="filteredImageAttachments.length > 0"
       class="flex flex-wrap gap-3"

app/javascript/dashboard/components-next/NewConversation/components/ComposeNewConversationForm.vue

@@ -6,7 +6,7 @@ import { INBOX_TYPES } from 'dashboard/helper/inbox';
 import {
   appendSignature,
   removeSignature,
-  extractTextFromMarkdown,
+  getEffectiveChannelType,
 } from 'dashboard/helper/editorHelper';
 import {
   buildContactableInboxesList,
@@ -87,6 +87,12 @@ const whatsappMessageTemplates = computed(() =>
 
 const inboxChannelType = computed(() => props.targetInbox?.channelType || '');
 
+const inboxMedium = computed(() => props.targetInbox?.medium || '');
+
+const effectiveChannelType = computed(() =>
+  getEffectiveChannelType(inboxChannelType.value, inboxMedium.value)
+);
+
 const validationRules = computed(() => ({
   selectedContact: { required },
   targetInbox: { required },
@@ -194,6 +200,7 @@ const setSelectedContact = async ({ value, action, ...rest }) => {
 
 const handleInboxAction = ({ value, action, ...rest }) => {
   v$.value.$reset();
+  state.message = '';
   emit('updateTargetInbox', { ...rest });
   showInboxesDropdown.value = false;
   state.attachedFiles = [];
@@ -202,25 +209,28 @@ const handleInboxAction = ({ value, action, ...rest }) => {
 const removeSignatureFromMessage = () => {
   // Always remove the signature from message content when inbox/contact is removed
   // to ensure no leftover signature content remains
-  const signatureToRemove = inboxTypes.value.isEmailOrWebWidget
-    ? props.messageSignature
-    : extractTextFromMarkdown(props.messageSignature);
-  if (signatureToRemove) {
-    state.message = removeSignature(state.message, signatureToRemove);
+  if (props.messageSignature) {
+    state.message = removeSignature(
+      state.message,
+      props.messageSignature,
+      effectiveChannelType.value
+    );
   }
 };
 
 const removeTargetInbox = value => {
   v$.value.$reset();
   removeSignatureFromMessage();
+  state.message = '';
   emit('updateTargetInbox', value);
   state.attachedFiles = [];
 };
 
 const clearSelectedContact = () => {
-  emit('clearSelectedContact');
-  state.attachedFiles = [];
   removeSignatureFromMessage();
+  emit('clearSelectedContact');
+  state.message = '';
+  state.attachedFiles = [];
 };
 
 const onClickInsertEmoji = emoji => {
@@ -228,11 +238,19 @@ const onClickInsertEmoji = emoji => {
 };
 
 const handleAddSignature = signature => {
-  state.message = appendSignature(state.message, signature);
+  state.message = appendSignature(
+    state.message,
+    signature,
+    effectiveChannelType.value
+  );
 };
 
 const handleRemoveSignature = signature => {
-  state.message = removeSignature(state.message, signature);
+  state.message = removeSignature(
+    state.message,
+    signature,
+    effectiveChannelType.value
+  );
 };
 
 const handleAttachFile = files => {
@@ -356,10 +374,10 @@ const shouldShowMessageEditor = computed(() => {
       v-model="state.message"
       :message-signature="messageSignature"
       :send-with-signature="sendWithSignature"
-      :is-email-or-web-widget-inbox="inboxTypes.isEmailOrWebWidget"
       :has-errors="validationStates.isMessageInvalid"
       :has-attachments="state.attachedFiles.length > 0"
       :channel-type="inboxChannelType"
+      :medium="targetInbox?.medium || ''"
     />
 
     <AttachmentPreviews

app/javascript/dashboard/components-next/NewConversation/components/MessageEditor.vue

@@ -1,127 +1,49 @@
 <script setup>
-import { ref, watch, computed, nextTick } from 'vue';
+import { computed } from 'vue';
 import { useI18n } from 'vue-i18n';
-import {
-  appendSignature,
-  extractTextFromMarkdown,
-  removeSignature,
-} from 'dashboard/helper/editorHelper';
 
 import Editor from 'dashboard/components-next/Editor/Editor.vue';
-import TextArea from 'dashboard/components-next/textarea/TextArea.vue';
-import CannedResponse from 'dashboard/components/widgets/conversation/CannedResponse.vue';
 
 const props = defineProps({
-  isEmailOrWebWidgetInbox: { type: Boolean, required: true },
   hasErrors: { type: Boolean, default: false },
   hasAttachments: { type: Boolean, default: false },
   sendWithSignature: { type: Boolean, default: false },
   messageSignature: { type: String, default: '' },
   channelType: { type: String, default: '' },
+  medium: { type: String, default: '' },
 });
 
+const editorKey = computed(() => `editor-${props.channelType}-${props.medium}`);
+
 const { t } = useI18n();
 
 const modelValue = defineModel({
   type: String,
   default: '',
 });
-
-const state = ref({
-  hasSlashCommand: false,
-  showMentions: false,
-  mentionSearchKey: '',
-});
-
-const plainTextSignature = computed(() =>
-  extractTextFromMarkdown(props.messageSignature)
-);
-
-watch(
-  modelValue,
-  newValue => {
-    if (props.isEmailOrWebWidgetInbox) return;
-
-    const bodyWithoutSignature = newValue
-      ? removeSignature(newValue, plainTextSignature.value)
-      : '';
-
-    // Check if message starts with slash
-    const startsWithSlash = bodyWithoutSignature.startsWith('/');
-
-    // Update slash command and mentions state
-    state.value = {
-      ...state.value,
-      hasSlashCommand: startsWithSlash,
-      showMentions: startsWithSlash,
-      mentionSearchKey: startsWithSlash ? bodyWithoutSignature.slice(1) : '',
-    };
-  },
-  { immediate: true }
-);
-
-const hideMention = () => {
-  state.value.showMentions = false;
-};
-
-const replaceText = async message => {
-  // Only append signature on replace if sendWithSignature is true
-  const finalMessage = props.sendWithSignature
-    ? appendSignature(message, plainTextSignature.value)
-    : message;
-
-  await nextTick();
-  modelValue.value = finalMessage;
-};
 </script>
 
 <template>
   <div class="flex-1 h-full" :class="[!hasAttachments && 'min-h-[200px]']">
-    <template v-if="isEmailOrWebWidgetInbox">
-      <Editor
-        v-model="modelValue"
-        :placeholder="
-          t('COMPOSE_NEW_CONVERSATION.FORM.MESSAGE_EDITOR.PLACEHOLDER')
-        "
-        class="[&>div]:!border-transparent [&>div]:px-4 [&>div]:py-4 [&>div]:!bg-transparent h-full [&_.ProseMirror-woot-style]:!max-h-[200px]"
-        :class="
-          hasErrors
-            ? '[&_.empty-node]:before:!text-n-ruby-9 [&_.empty-node]:dark:before:!text-n-ruby-9'
-            : ''
-        "
-        enable-variables
-        :show-character-count="false"
-        :signature="messageSignature"
-        allow-signature
-        :send-with-signature="sendWithSignature"
-        :channel-type="channelType"
-      />
-    </template>
-    <template v-else>
-      <TextArea
-        v-model="modelValue"
-        :placeholder="
-          t('COMPOSE_NEW_CONVERSATION.FORM.MESSAGE_EDITOR.PLACEHOLDER')
-        "
-        class="!px-0 [&>div]:!px-4 [&>div]:!border-transparent [&>div]:!bg-transparent"
-        :custom-text-area-class="
-          hasErrors
-            ? 'placeholder:!text-n-ruby-9 dark:placeholder:!text-n-ruby-9'
-            : ''
-        "
-        auto-height
-        allow-signature
-        :signature="messageSignature"
-        :send-with-signature="sendWithSignature"
-      >
-        <CannedResponse
-          v-if="state.showMentions && state.hasSlashCommand"
-          v-on-clickaway="hideMention"
-          class="normal-editor__canned-box"
-          :search-key="state.mentionSearchKey"
-          @replace="replaceText"
-        />
-      </TextArea>
-    </template>
+    <Editor
+      :key="editorKey"
+      v-model="modelValue"
+      :placeholder="
+        t('COMPOSE_NEW_CONVERSATION.FORM.MESSAGE_EDITOR.PLACEHOLDER')
+      "
+      class="[&>div]:!border-transparent [&>div]:px-4 [&>div]:py-4 [&>div]:!bg-transparent h-full [&_.ProseMirror-woot-style]:!max-h-[200px]"
+      :class="
+        hasErrors
+          ? '[&_.empty-node]:before:!text-n-ruby-9 [&_.empty-node]:dark:before:!text-n-ruby-9'
+          : ''
+      "
+      enable-variables
+      :show-character-count="false"
+      :signature="messageSignature"
+      allow-signature
+      :send-with-signature="sendWithSignature"
+      :channel-type="channelType"
+      :medium="medium"
+    />
   </div>
 </template>

app/javascript/dashboard/components-next/sidebar/Sidebar.vue

@@ -14,6 +14,7 @@ import Button from 'dashboard/components-next/button/Button.vue';
 import SidebarGroup from './SidebarGroup.vue';
 import SidebarProfileMenu from './SidebarProfileMenu.vue';
 import SidebarChangelogCard from './SidebarChangelogCard.vue';
+import YearInReviewBanner from '../year-in-review/YearInReviewBanner.vue';
 import ChannelLeaf from './ChannelLeaf.vue';
 import SidebarAccountSwitcher from './SidebarAccountSwitcher.vue';
 import Logo from 'next/icon/Logo.vue';
@@ -651,6 +652,7 @@ const menuItems = computed(() => {
       <div
         class="pointer-events-none absolute inset-x-0 -top-[31px] h-8 bg-gradient-to-t from-n-solid-2 to-transparent"
       />
+      <YearInReviewBanner />
       <SidebarChangelogCard
         v-if="isOnChatwootCloud && !isACustomBrandedInstance"
       />

app/javascript/dashboard/components-next/sidebar/SidebarProfileMenu.vue

@@ -1,11 +1,14 @@
 <script setup>
-import { computed } from 'vue';
+import { ref, computed } from 'vue';
+import { useRoute } from 'vue-router';
 import Auth from 'dashboard/api/auth';
 import { useMapGetter } from 'dashboard/composables/store';
 import { useI18n } from 'vue-i18n';
+import { useUISettings } from 'dashboard/composables/useUISettings';
 import Avatar from 'next/avatar/Avatar.vue';
 import SidebarProfileMenuStatus from './SidebarProfileMenuStatus.vue';
 import { FEATURE_FLAGS } from 'dashboard/featureFlags';
+import YearInReviewModal from 'dashboard/components-next/year-in-review/YearInReviewModal.vue';
 
 import {
   DropdownContainer,
@@ -22,6 +25,8 @@ defineOptions({
 });
 
 const { t } = useI18n();
+const route = useRoute();
+const { uiSettings } = useUISettings();
 
 const currentUser = useMapGetter('getCurrentUser');
 const currentUserAvailability = useMapGetter('getCurrentUserAvailability');
@@ -31,6 +36,29 @@ const isFeatureEnabledonAccount = useMapGetter(
   'accounts/isFeatureEnabledonAccount'
 );
 
+const showYearInReviewModal = ref(false);
+
+const bannerClosedKey = computed(() => {
+  return `yir_closed_${accountId.value}_2025`;
+});
+
+const isBannerClosed = computed(() => {
+  return uiSettings.value?.[bannerClosedKey.value] === true;
+});
+
+const showYearInReviewMenuItem = computed(() => {
+  return route.query['year-in-review'] === 'true' && isBannerClosed.value;
+});
+
+const openYearInReviewModal = () => {
+  showYearInReviewModal.value = true;
+  emit('close');
+};
+
+const closeYearInReviewModal = () => {
+  showYearInReviewModal.value = false;
+};
+
 const showChatSupport = computed(() => {
   return (
     isFeatureEnabledonAccount.value(
@@ -42,6 +70,13 @@ const showChatSupport = computed(() => {
 
 const menuItems = computed(() => {
   return [
+    {
+      show: showYearInReviewMenuItem.value,
+      showOnCustomBrandedInstance: false,
+      label: t('SIDEBAR_ITEMS.YEAR_IN_REVIEW'),
+      icon: 'i-lucide-gift',
+      click: openYearInReviewModal,
+    },
     {
       show: showChatSupport.value,
       showOnCustomBrandedInstance: false,
@@ -157,4 +192,9 @@ const allowedMenuItems = computed(() => {
       </template>
     </DropdownBody>
   </DropdownContainer>
+
+  <YearInReviewModal
+    :show="showYearInReviewModal"
+    @close="closeYearInReviewModal"
+  />
 </template>

app/javascript/dashboard/components-next/year-in-review/ShareModal.vue

@@ -0,0 +1,235 @@
+<script setup>
+import { ref } from 'vue';
+import { useI18n } from 'vue-i18n';
+import { toPng } from 'html-to-image';
+
+const props = defineProps({
+  show: {
+    type: Boolean,
+    default: false,
+  },
+  slideElement: {
+    type: Object,
+    default: null,
+  },
+  slideBackground: {
+    type: String,
+    required: true,
+  },
+  year: {
+    type: [Number, String],
+    required: true,
+  },
+});
+
+const emit = defineEmits(['close']);
+
+const { t } = useI18n();
+
+const isGenerating = ref(false);
+const shareImageUrl = ref(null);
+
+const generateImage = async () => {
+  if (!props.slideElement) return;
+
+  isGenerating.value = true;
+  try {
+    let slideElement = props.slideElement;
+
+    if (slideElement && '$el' in slideElement) {
+      slideElement = slideElement.$el;
+    }
+
+    if (!slideElement) {
+      // eslint-disable-next-line no-console
+      console.error('No slide element found');
+      return;
+    }
+
+    const colorMap = {
+      'bg-[#5BD58A]': '#5BD58A',
+      'bg-[#60a5fa]': '#60a5fa',
+      'bg-[#fb923c]': '#fb923c',
+      'bg-[#f87171]': '#f87171',
+      'bg-[#fbbf24]': '#fbbf24',
+    };
+    const bgColor = colorMap[props.slideBackground] || '#ffffff';
+
+    const dataUrl = await toPng(slideElement, {
+      quality: 2,
+      pixelRatio: 1.2,
+      backgroundColor: bgColor,
+    });
+
+    const img = new Image();
+    img.src = dataUrl;
+    await new Promise(resolve => {
+      img.onload = resolve;
+    });
+
+    const finalCanvas = document.createElement('canvas');
+    const borderSize = 20;
+    const bottomPadding = 50;
+
+    finalCanvas.width = img.width + borderSize * 2;
+    finalCanvas.height = img.height + borderSize * 2 + bottomPadding;
+
+    const ctx = finalCanvas.getContext('2d');
+
+    ctx.fillStyle = 'white';
+    ctx.fillRect(0, 0, finalCanvas.width, finalCanvas.height);
+
+    ctx.drawImage(img, borderSize, borderSize);
+
+    ctx.fillStyle = '#1f2d3d';
+    ctx.font = 'normal 16px system-ui, -apple-system, sans-serif';
+    ctx.textAlign = 'left';
+    ctx.fillText(
+      t('YEAR_IN_REVIEW.SHARE_MODAL.BRANDING'),
+      borderSize,
+      img.height + borderSize + 35
+    );
+
+    const logo = new Image();
+    logo.src = '/brand-assets/logo.svg';
+    await new Promise(resolve => {
+      logo.onload = resolve;
+    });
+
+    const logoHeight = 30;
+    const logoWidth = (logo.width / logo.height) * logoHeight;
+    const logoX = finalCanvas.width - borderSize - logoWidth;
+    const logoY = img.height + borderSize + 15;
+
+    ctx.drawImage(logo, logoX, logoY, logoWidth, logoHeight);
+
+    shareImageUrl.value = finalCanvas.toDataURL('image/png');
+  } catch (err) {
+    // Handle errors silently for now
+    // eslint-disable-next-line no-console
+    console.error('Failed to generate image:', err);
+  } finally {
+    isGenerating.value = false;
+  }
+};
+
+const downloadImage = () => {
+  if (!shareImageUrl.value) return;
+
+  const link = document.createElement('a');
+  link.href = shareImageUrl.value;
+  link.download = `chatwoot-year-in-review-${props.year}.png`;
+  link.click();
+};
+
+const shareImage = async () => {
+  if (!shareImageUrl.value) return;
+
+  try {
+    const response = await fetch(shareImageUrl.value);
+    const blob = await response.blob();
+    const file = new File([blob], `chatwoot-year-in-review-${props.year}.png`, {
+      type: 'image/png',
+    });
+
+    if (
+      navigator.share &&
+      navigator.canShare &&
+      navigator.canShare({ files: [file] })
+    ) {
+      await navigator.share({
+        title: t('YEAR_IN_REVIEW.SHARE_MODAL.SHARE_TITLE', {
+          year: props.year,
+        }),
+        text: t('YEAR_IN_REVIEW.SHARE_MODAL.SHARE_TEXT', { year: props.year }),
+        files: [file],
+      });
+      return;
+    }
+
+    downloadImage();
+  } catch (err) {
+    // Fallback to download if sharing fails
+    downloadImage();
+  }
+};
+
+const close = () => {
+  shareImageUrl.value = null;
+  emit('close');
+};
+
+const handleOpen = async () => {
+  if (props.show && !shareImageUrl.value) {
+    await generateImage();
+  }
+};
+
+defineExpose({ handleOpen });
+</script>
+
+<template>
+  <Teleport to="body">
+    <div
+      v-if="show"
+      class="fixed inset-0 bg-black bg-opacity-90 flex items-center justify-center z-[10001]"
+      @click="close"
+    >
+      <div v-if="isGenerating" class="flex items-center justify-center">
+        <div class="text-center">
+          <div
+            class="inline-block w-12 h-12 border-4 rounded-full border-white border-t-transparent animate-spin"
+          />
+          <p class="mt-4 text-sm text-white">
+            {{ t('YEAR_IN_REVIEW.SHARE_MODAL.PREPARING') }}
+          </p>
+        </div>
+      </div>
+
+      <div
+        v-else-if="shareImageUrl"
+        class="max-w-2xl w-full mx-4 flex flex-col gap-6 bg-slate-800 rounded-2xl p-6"
+        @click.stop
+      >
+        <div class="flex items-center justify-between">
+          <h3 class="text-xl font-medium text-white">
+            {{ t('YEAR_IN_REVIEW.SHARE_MODAL.TITLE') }}
+          </h3>
+          <button
+            class="w-10 h-10 flex items-center justify-center rounded-full text-white hover:bg-white hover:bg-opacity-20 transition-colors"
+            @click="close"
+          >
+            <i class="i-lucide-x w-6 h-6" />
+          </button>
+        </div>
+
+        <div>
+          <img
+            :src="shareImageUrl"
+            alt="Year in Review"
+            class="w-full h-auto"
+          />
+        </div>
+
+        <div class="flex gap-3">
+          <button
+            class="flex-[2] px-4 py-3 flex items-center justify-center gap-2 rounded-full text-white bg-white bg-opacity-20 hover:bg-opacity-30 transition-colors"
+            @click="downloadImage"
+          >
+            <i class="i-lucide-download w-5 h-5" />
+            <span class="text-sm font-medium">{{
+              t('YEAR_IN_REVIEW.SHARE_MODAL.DOWNLOAD')
+            }}</span>
+          </button>
+
+          <button
+            class="w-10 h-10 flex items-center justify-center rounded-full text-white bg-white bg-opacity-20 hover:bg-opacity-30 transition-colors"
+            @click="shareImage"
+          >
+            <i class="i-lucide-share-2 w-5 h-5" />
+          </button>
+        </div>
+      </div>
+    </div>
+  </Teleport>
+</template>

app/javascript/dashboard/components-next/year-in-review/YearInReviewBanner.vue

@@ -0,0 +1,93 @@
+<script setup>
+import { ref, computed } from 'vue';
+import { useRoute } from 'vue-router';
+import { useI18n } from 'vue-i18n';
+import { useUISettings } from 'dashboard/composables/useUISettings';
+import { useStoreGetters } from 'dashboard/composables/store';
+import YearInReviewModal from './YearInReviewModal.vue';
+import Icon from 'dashboard/components-next/icon/Icon.vue';
+
+const yearInReviewBannerImage =
+  '/assets/images/dashboard/year-in-review/year-in-review-sidebar.png';
+const route = useRoute();
+const { t } = useI18n();
+const { uiSettings, updateUISettings } = useUISettings();
+const getters = useStoreGetters();
+const showModal = ref(false);
+const modalRef = ref(null);
+
+const currentYear = 2025;
+
+const isACustomBrandedInstance =
+  getters['globalConfig/isACustomBrandedInstance'];
+
+const bannerClosedKey = computed(() => {
+  const accountId = getters.getCurrentAccountId.value;
+  return `yir_closed_${accountId}_${currentYear}`;
+});
+
+const isBannerClosed = computed(() => {
+  return uiSettings.value?.[bannerClosedKey.value] === true;
+});
+
+const shouldShowBanner = computed(
+  () =>
+    route.query['year-in-review'] === 'true' &&
+    !isBannerClosed.value &&
+    !isACustomBrandedInstance.value
+);
+
+const openModal = () => {
+  showModal.value = true;
+};
+
+const closeModal = () => {
+  showModal.value = false;
+};
+
+const closeBanner = event => {
+  event.stopPropagation();
+  updateUISettings({ [bannerClosedKey.value]: true });
+};
+</script>
+
+<template>
+  <div v-if="shouldShowBanner" class="relative">
+    <div
+      class="mx-2 my-1 p-3 bg-n-iris-9 rounded-lg cursor-pointer hover:shadow-md transition-all"
+      @click="openModal"
+    >
+      <div class="flex items-start justify-between gap-2 mb-3">
+        <span
+          class="text-sm font-semibold text-white leading-tight tracking-tight flex-1"
+        >
+          {{ t('YEAR_IN_REVIEW.BANNER.TITLE', { year: currentYear }) }}
+        </span>
+        <button
+          class="inline-flex items-center justify-center rounded hover:bg-white hover:bg-opacity-20 transition-colors p-0"
+          @click="closeBanner"
+        >
+          <Icon
+            icon="i-lucide-x size-4 mt-0.5 text-n-slate-1 dark:text-n-slate-12"
+          />
+        </button>
+      </div>
+
+      <div class="flex flex-col gap-3">
+        <img
+          :src="yearInReviewBannerImage"
+          alt="Year in Review"
+          class="w-full h-auto rounded"
+        />
+        <button
+          class="w-full px-3 py-2 bg-white text-n-iris-9 text-xs font-medium rounded-mdtracking-tight"
+          @click.stop="openModal"
+        >
+          {{ t('YEAR_IN_REVIEW.BANNER.BUTTON') }}
+        </button>
+      </div>
+    </div>
+
+    <YearInReviewModal ref="modalRef" :show="showModal" @close="closeModal" />
+  </div>
+</template>

app/javascript/dashboard/components-next/year-in-review/YearInReviewModal.vue

@@ -0,0 +1,384 @@
+<script setup>
+import { ref, computed, watch, nextTick } from 'vue';
+import { useI18n } from 'vue-i18n';
+import YearInReviewAPI from 'dashboard/api/yearInReview';
+import { useKeyboardEvents } from 'dashboard/composables/useKeyboardEvents';
+import { useUISettings } from 'dashboard/composables/useUISettings';
+import { useStoreGetters } from 'dashboard/composables/store';
+import IntroSlide from './slides/IntroSlide.vue';
+import ConversationsSlide from './slides/ConversationsSlide.vue';
+import BusiestDaySlide from './slides/BusiestDaySlide.vue';
+import PersonalitySlide from './slides/PersonalitySlide.vue';
+import ThankYouSlide from './slides/ThankYouSlide.vue';
+import ShareModal from './ShareModal.vue';
+
+const props = defineProps({
+  show: {
+    type: Boolean,
+    default: false,
+  },
+});
+
+const emit = defineEmits(['close']);
+
+const { t } = useI18n();
+const { uiSettings } = useUISettings();
+const getters = useStoreGetters();
+const isOpen = ref(false);
+const currentSlide = ref(0);
+const yearData = ref(null);
+const isLoading = ref(false);
+const error = ref(null);
+const slideRefs = ref([]);
+const showShareModal = ref(false);
+const shareModalRef = ref(null);
+const drumrollAudio = ref(null);
+
+const hasConversations = computed(() => {
+  return yearData.value?.total_conversations > 0;
+});
+
+const totalSlides = computed(() => {
+  if (!hasConversations.value) {
+    return 3;
+  }
+  return 5;
+});
+
+const slideIndexMap = computed(() => {
+  if (!hasConversations.value) {
+    return [0, 1, 4];
+  }
+  return [0, 1, 2, 3, 4];
+});
+
+const currentVisualSlide = computed(() => {
+  return slideIndexMap.value.indexOf(currentSlide.value);
+});
+
+const slideBackgrounds = [
+  'bg-[#5BD58A]',
+  'bg-[#60a5fa]',
+  'bg-[#fb923c]',
+  'bg-[#f87171]',
+  'bg-[#fbbf24]',
+];
+
+const playDrumroll = () => {
+  try {
+    if (!drumrollAudio.value) {
+      drumrollAudio.value = new Audio('/audio/dashboard/drumroll.mp3');
+      drumrollAudio.value.volume = 0.5;
+    }
+
+    drumrollAudio.value.currentTime = 0;
+    drumrollAudio.value.play().catch(err => {
+      // eslint-disable-next-line no-console
+      console.log('Could not play drumroll:', err);
+    });
+  } catch (err) {
+    // eslint-disable-next-line no-console
+    console.log('Error playing drumroll:', err);
+  }
+};
+
+const fetchYearInReviewData = async () => {
+  const year = 2025;
+  const accountId = getters.getCurrentAccountId.value;
+  const cacheKey = `year_in_review_${accountId}_${year}`;
+
+  const cachedData = uiSettings.value?.[cacheKey];
+
+  if (cachedData) {
+    yearData.value = cachedData;
+    return;
+  }
+
+  isLoading.value = true;
+  error.value = null;
+  try {
+    const response = await YearInReviewAPI.get(year);
+    yearData.value = response.data;
+  } catch (err) {
+    error.value = err.message;
+  } finally {
+    isLoading.value = false;
+  }
+};
+
+const nextSlide = () => {
+  if (currentSlide.value < 4) {
+    if (!hasConversations.value && currentSlide.value === 1) {
+      currentSlide.value = 4;
+    } else {
+      currentSlide.value += 1;
+    }
+  }
+};
+
+const previousSlide = () => {
+  if (currentSlide.value > 0) {
+    if (!hasConversations.value && currentSlide.value === 4) {
+      currentSlide.value = 1;
+    } else {
+      currentSlide.value -= 1;
+    }
+  }
+};
+
+const goToSlide = visualIndex => {
+  currentSlide.value = slideIndexMap.value[visualIndex];
+};
+
+const close = () => {
+  currentSlide.value = 0;
+  isOpen.value = false;
+  yearData.value = null;
+  isLoading.value = false;
+  error.value = null;
+
+  emit('close');
+};
+
+const open = () => {
+  isOpen.value = true;
+  fetchYearInReviewData();
+  playDrumroll();
+};
+
+const currentSlideBackground = computed(
+  () => slideBackgrounds[currentSlide.value]
+);
+
+const shareCurrentSlide = async () => {
+  showShareModal.value = true;
+  nextTick(() => {
+    if (shareModalRef.value) {
+      shareModalRef.value.handleOpen();
+    }
+  });
+};
+
+const closeShareModal = () => {
+  showShareModal.value = false;
+};
+
+const keyboardEvents = {
+  Escape: { action: close },
+  ArrowLeft: { action: previousSlide },
+  ArrowRight: { action: nextSlide },
+};
+
+useKeyboardEvents(keyboardEvents);
+
+defineExpose({ open, close });
+
+watch(
+  () => props.show,
+  newValue => {
+    if (newValue) {
+      open();
+    }
+  }
+);
+</script>
+
+<template>
+  <Teleport to="body">
+    <div
+      v-if="isOpen"
+      class="fixed inset-0 z-[9999] bg-black font-interDisplay"
+    >
+      <div class="relative w-full h-full overflow-hidden">
+        <div
+          v-if="isLoading"
+          class="flex items-center justify-center w-full h-full bg-n-slate-2"
+        >
+          <div class="text-center">
+            <div
+              class="inline-block w-12 h-12 border-4 rounded-full border-n-slate-6 border-t-n-slate-11 animate-spin"
+            />
+            <p class="mt-4 text-sm text-n-slate-11">
+              {{ t('YEAR_IN_REVIEW.LOADING') }}
+            </p>
+          </div>
+        </div>
+
+        <div
+          v-else-if="error"
+          class="flex items-center justify-center w-full h-full bg-n-slate-2"
+        >
+          <div class="text-center">
+            <p class="text-lg font-semibold text-red-600">
+              {{ t('YEAR_IN_REVIEW.ERROR') }}
+            </p>
+            <p class="mt-2 text-sm text-n-slate-11">{{ error }}</p>
+            <button
+              class="mt-4 px-4 py-2 rounded-full text-n-slate-12 dark:text-n-slate-1 bg-white bg-opacity-20 hover:bg-opacity-30 transition-colors"
+              @click="close"
+            >
+              <span class="text-sm font-medium">{{
+                t('YEAR_IN_REVIEW.CLOSE')
+              }}</span>
+            </button>
+          </div>
+        </div>
+
+        <div
+          v-else-if="yearData"
+          class="relative w-full h-full"
+          :class="currentSlideBackground"
+        >
+          <Transition
+            enter-active-class="transition-all duration-300 ease-out"
+            leave-active-class="transition-all duration-300 ease-out"
+            enter-from-class="opacity-0 translate-x-[30px]"
+            leave-to-class="opacity-0 -translate-x-[30px]"
+          >
+            <IntroSlide
+              v-if="currentSlide === 0"
+              :key="0"
+              :ref="el => (slideRefs[0] = el)"
+              :year="yearData.year"
+            />
+          </Transition>
+
+          <Transition
+            enter-active-class="transition-all duration-300 ease-out"
+            leave-active-class="transition-all duration-300 ease-out"
+            enter-from-class="opacity-0 translate-x-[30px]"
+            leave-to-class="opacity-0 -translate-x-[30px]"
+          >
+            <ConversationsSlide
+              v-if="currentSlide === 1"
+              :key="1"
+              :ref="el => (slideRefs[1] = el)"
+              :total-conversations="yearData.total_conversations"
+            />
+          </Transition>
+
+          <Transition
+            enter-active-class="transition-all duration-300 ease-out"
+            leave-active-class="transition-all duration-300 ease-out"
+            enter-from-class="opacity-0 translate-x-[30px]"
+            leave-to-class="opacity-0 -translate-x-[30px]"
+          >
+            <BusiestDaySlide
+              v-if="
+                currentSlide === 2 && hasConversations && yearData.busiest_day
+              "
+              :key="2"
+              :ref="el => (slideRefs[2] = el)"
+              :busiest-day="yearData.busiest_day"
+            />
+          </Transition>
+
+          <Transition
+            enter-active-class="transition-all duration-300 ease-out"
+            leave-active-class="transition-all duration-300 ease-out"
+            enter-from-class="opacity-0 translate-x-[30px]"
+            leave-to-class="opacity-0 -translate-x-[30px]"
+          >
+            <PersonalitySlide
+              v-if="
+                currentSlide === 3 &&
+                hasConversations &&
+                yearData.support_personality
+              "
+              :key="3"
+              :ref="el => (slideRefs[3] = el)"
+              :support-personality="yearData.support_personality"
+            />
+          </Transition>
+
+          <Transition
+            enter-active-class="transition-all duration-300 ease-out"
+            leave-active-class="transition-all duration-300 ease-out"
+            enter-from-class="opacity-0 translate-x-[30px]"
+            leave-to-class="opacity-0 -translate-x-[30px]"
+          >
+            <ThankYouSlide
+              v-if="currentSlide === 4"
+              :key="4"
+              :ref="el => (slideRefs[4] = el)"
+              :year="yearData.year"
+            />
+          </Transition>
+
+          <div
+            class="absolute bottom-8 left-0 right-0 flex items-center justify-between px-8"
+          >
+            <button
+              v-if="currentSlide > 0"
+              class="px-4 py-2 flex items-center gap-2 rounded-full text-n-slate-12 dark:text-n-slate-1 bg-white bg-opacity-20 hover:bg-opacity-30 transition-colors"
+              @click="previousSlide"
+            >
+              <i class="i-lucide-chevron-left w-5 h-5" />
+              <span class="text-sm font-medium">
+                {{ t('YEAR_IN_REVIEW.NAVIGATION.PREVIOUS') }}
+              </span>
+            </button>
+            <div v-else class="w-20" />
+
+            <div class="flex gap-2">
+              <button
+                v-for="index in totalSlides"
+                :key="index"
+                class="w-2 h-2 rounded-full transition-all"
+                :class="
+                  currentVisualSlide === index - 1
+                    ? 'bg-white w-8'
+                    : 'bg-white bg-opacity-50'
+                "
+                @click="goToSlide(index - 1)"
+              />
+            </div>
+
+            <button
+              class="px-4 py-2 flex items-center gap-2 rounded-full text-n-slate-12 dark:text-n-slate-1 bg-white bg-opacity-20 hover:bg-opacity-30 transition-colors"
+              :class="{ invisible: currentVisualSlide === totalSlides - 1 }"
+              @click="nextSlide"
+            >
+              <span
+                v-if="currentVisualSlide < totalSlides - 1"
+                class="text-sm font-medium"
+              >
+                {{ t('YEAR_IN_REVIEW.NAVIGATION.NEXT') }}
+              </span>
+              <i
+                v-if="currentVisualSlide < totalSlides - 1"
+                class="i-lucide-chevron-right w-5 h-5"
+              />
+            </button>
+          </div>
+
+          <button
+            class="absolute top-4 left-4 px-4 py-2 flex items-center gap-2 rounded-full text-n-slate-12 dark:text-n-slate-1 bg-white bg-opacity-20 hover:bg-opacity-30 transition-colors"
+            @click="shareCurrentSlide"
+          >
+            <i class="i-lucide-share-2 w-5 h-5" />
+            <span class="text-sm font-medium">{{
+              t('YEAR_IN_REVIEW.NAVIGATION.SHARE')
+            }}</span>
+          </button>
+
+          <button
+            class="absolute top-4 right-4 w-10 h-10 flex items-center justify-center rounded-full text-n-slate-12 dark:text-n-slate-1 hover:bg-white hover:bg-opacity-20 transition-colors"
+            @click="close"
+          >
+            <i class="i-lucide-x w-6 h-6" />
+          </button>
+        </div>
+      </div>
+    </div>
+
+    <ShareModal
+      ref="shareModalRef"
+      :show="showShareModal"
+      :slide-element="slideRefs[currentSlide]"
+      :slide-background="currentSlideBackground"
+      :year="yearData?.year"
+      @close="closeShareModal"
+    />
+  </Teleport>
+</template>

app/javascript/dashboard/components-next/year-in-review/slides/BusiestDaySlide.vue

@@ -0,0 +1,76 @@
+<script setup>
+import { computed } from 'vue';
+import { useI18n } from 'vue-i18n';
+
+const props = defineProps({
+  busiestDay: {
+    type: Object,
+    required: true,
+  },
+});
+
+const { t } = useI18n();
+
+const coffeeImage =
+  '/assets/images/dashboard/year-in-review/third-frame-coffee.png';
+const doubleQuotesImage =
+  '/assets/images/dashboard/year-in-review/double-quotes.png';
+
+const performanceHelperText = computed(() => {
+  const count = props.busiestDay.count;
+  if (count <= 5) return t('YEAR_IN_REVIEW.BUSIEST_DAY.COMPARISON.0_5');
+  if (count <= 10) return t('YEAR_IN_REVIEW.BUSIEST_DAY.COMPARISON.5_10');
+  if (count <= 25) return t('YEAR_IN_REVIEW.BUSIEST_DAY.COMPARISON.10_25');
+  if (count <= 50) return t('YEAR_IN_REVIEW.BUSIEST_DAY.COMPARISON.25_50');
+  if (count <= 100) return t('YEAR_IN_REVIEW.BUSIEST_DAY.COMPARISON.50_100');
+  if (count <= 500) return t('YEAR_IN_REVIEW.BUSIEST_DAY.COMPARISON.100_500');
+  return t('YEAR_IN_REVIEW.BUSIEST_DAY.COMPARISON.500_PLUS');
+});
+</script>
+
+<template>
+  <div class="absolute inset-0 flex items-center justify-center px-8 md:px-32">
+    <div class="flex flex-col gap-4 w-full max-w-3xl">
+      <div class="flex items-center justify-center flex-1">
+        <div class="flex items-center justify-between gap-6 flex-1 md:gap-16">
+          <div class="text-white flex gap-2 flex-col">
+            <div class="text-2xl lg:text-3xl xl:text-4xl tracking-tight">
+              {{ t('YEAR_IN_REVIEW.BUSIEST_DAY.TITLE') }}
+            </div>
+            <div class="text-6xl md:text-8xl lg:text-[140px] tracking-tighter">
+              {{ busiestDay.date }}
+            </div>
+          </div>
+
+          <img
+            :src="coffeeImage"
+            alt="Coffee"
+            class="w-auto h-32 md:h-56 lg:h-72"
+          />
+        </div>
+      </div>
+
+      <div class="flex flex-col gap-2 flex-1">
+        <div class="flex items-center justify-center gap-3 md:gap-8">
+          <img
+            :src="doubleQuotesImage"
+            alt="Quote"
+            class="w-8 h-8 md:w-12 md:h-12 lg:w-16 lg:h-16"
+          />
+          <div class="flex-1">
+            <p
+              class="text-xl md:text-3xl lg:text-4xl font-medium tracking-[-0.2px] text-n-slate-12 dark:text-n-slate-1"
+            >
+              {{
+                t('YEAR_IN_REVIEW.BUSIEST_DAY.MESSAGE', {
+                  count: busiestDay.count,
+                })
+              }}
+              {{ performanceHelperText }}
+            </p>
+          </div>
+        </div>
+      </div>
+    </div>
+  </div>
+</template>

app/javascript/dashboard/components-next/year-in-review/slides/ConversationsSlide.vue

@@ -0,0 +1,94 @@
+<script setup>
+import { computed } from 'vue';
+import { useI18n } from 'vue-i18n';
+
+const props = defineProps({
+  totalConversations: {
+    type: Number,
+    required: true,
+  },
+});
+
+const { t } = useI18n();
+
+const cloudImage =
+  '/assets/images/dashboard/year-in-review/second-frame-cloud-icon.png';
+const doubleQuotesImage =
+  '/assets/images/dashboard/year-in-review/double-quotes.png';
+
+const hasData = computed(() => {
+  return props.totalConversations > 0;
+});
+
+const formatNumber = num => {
+  if (num >= 100000) {
+    return '100k+';
+  }
+  return new Intl.NumberFormat().format(num);
+};
+
+const performanceHelperText = computed(() => {
+  if (!hasData.value) {
+    return t('YEAR_IN_REVIEW.CONVERSATIONS.FALLBACK');
+  }
+
+  const count = props.totalConversations;
+  if (count <= 50) return t('YEAR_IN_REVIEW.CONVERSATIONS.COMPARISON.0_50');
+  if (count <= 100) return t('YEAR_IN_REVIEW.CONVERSATIONS.COMPARISON.50_100');
+  if (count <= 500) return t('YEAR_IN_REVIEW.CONVERSATIONS.COMPARISON.100_500');
+  if (count <= 2000)
+    return t('YEAR_IN_REVIEW.CONVERSATIONS.COMPARISON.500_2000');
+  if (count <= 10000)
+    return t('YEAR_IN_REVIEW.CONVERSATIONS.COMPARISON.2000_10000');
+  return t('YEAR_IN_REVIEW.CONVERSATIONS.COMPARISON.10000_PLUS');
+});
+</script>
+
+<template>
+  <div
+    class="absolute inset-0 flex items-center justify-center px-8 md:px-32 py-20"
+  >
+    <div
+      class="flex flex-col gap-16"
+      :class="totalConversations > 100 ? 'max-w-4xl' : 'max-w-3xl'"
+    >
+      <div class="flex items-center justify-center flex-1">
+        <div
+          class="flex items-center justify-between gap-6 flex-1"
+          :class="totalConversations > 100 ? 'md:gap-16' : 'md:gap-8'"
+        >
+          <div class="text-white flex gap-3 flex-col">
+            <div class="text-2xl md:text-3xl lg:text-4xl tracking-tight">
+              {{ t('YEAR_IN_REVIEW.CONVERSATIONS.TITLE') }}
+            </div>
+            <div class="text-6xl md:text-8xl lg:text-[180px] tracking-tighter">
+              {{ formatNumber(totalConversations) }}
+            </div>
+            <div class="text-2xl md:text-3xl lg:text-4xl tracking-tight -mt-2">
+              {{ t('YEAR_IN_REVIEW.CONVERSATIONS.SUBTITLE') }}
+            </div>
+          </div>
+
+          <img
+            :src="cloudImage"
+            alt="Cloud"
+            class="w-auto h-32 md:h-56 lg:h-80 -mr-2"
+          />
+        </div>
+      </div>
+
+      <div class="flex items-center justify-center gap-3 md:gap-6">
+        <img
+          :src="doubleQuotesImage"
+          alt="Quote"
+          class="w-8 h-8 md:w-12 md:h-12 lg:w-16 lg:h-16"
+        />
+        <p
+          class="text-xl md:text-3xl lg:text-4xl font-medium tracking-[-0.2px] text-n-slate-12 dark:text-n-slate-1"
+        >
+          {{ performanceHelperText }}
+        </p>
+      </div>
+    </div>
+  </div>
+</template>

app/javascript/dashboard/components-next/year-in-review/slides/IntroSlide.vue

@@ -0,0 +1,43 @@
+<script setup>
+import { useI18n } from 'vue-i18n';
+
+defineProps({
+  year: {
+    type: Number,
+    required: true,
+  },
+});
+
+const candlesImagePath =
+  '/assets/images/dashboard/year-in-review/first-frame-candles.png';
+
+const { t } = useI18n();
+</script>
+
+<template>
+  <div
+    class="absolute inset-0 flex flex-col items-center justify-center text-black px-8 md:px-16 lg:px-24 py-10 md:py-16 lg:py-20 bg-cover bg-center min-h-[700px]"
+    :style="{
+      backgroundImage: `url('/assets/images/dashboard/year-in-review/first-frame-bg.png')`,
+    }"
+  >
+    <div class="text-center max-w-3xl">
+      <h1
+        class="text-8xl md:text-9xl lg:text-[220px] font-semibold mb-4 md:mb-6 leading-none tracking-tight text-n-slate-12 dark:text-n-slate-1"
+      >
+        {{ year }}
+      </h1>
+      <h2
+        class="text-3xl md:text-4xl lg:text-5xl font-medium mb-12 md:mb-16 lg:mb-20 text-n-slate-12 dark:text-n-slate-1"
+      >
+        {{ t('YEAR_IN_REVIEW.TITLE') }}
+      </h2>
+    </div>
+
+    <img
+      :src="candlesImagePath"
+      alt="Candles"
+      class="absolute bottom-0 left-1/2 transform -translate-x-1/2 w-auto h-32 md:h-48 lg:h-64"
+    />
+  </div>
+</template>

app/javascript/dashboard/components-next/year-in-review/slides/PersonalitySlide.vue

@@ -0,0 +1,99 @@
+<script setup>
+import { computed } from 'vue';
+import { useI18n } from 'vue-i18n';
+
+const props = defineProps({
+  supportPersonality: {
+    type: Object,
+    required: true,
+  },
+});
+
+const { t } = useI18n();
+
+const clockImage =
+  '/assets/images/dashboard/year-in-review/fourth-frame-clock.png';
+const doubleQuotesImage =
+  '/assets/images/dashboard/year-in-review/double-quotes.png';
+
+const formatResponseTime = seconds => {
+  if (seconds < 60) {
+    return 'less than a minute';
+  }
+  if (seconds < 3600) {
+    const minutes = Math.floor(seconds / 60);
+    return minutes === 1 ? '1 minute' : `${minutes} minutes`;
+  }
+  if (seconds < 86400) {
+    const hours = Math.floor(seconds / 3600);
+    return hours === 1 ? '1 hour' : `${hours} hours`;
+  }
+  return 'more than a day';
+};
+
+const personality = computed(() => {
+  const seconds = props.supportPersonality.avg_response_time_seconds;
+  const minutes = seconds / 60;
+
+  if (minutes < 2) {
+    return 'Swift Helper';
+  }
+  if (minutes < 5) {
+    return 'Quick Responder';
+  }
+  if (minutes < 15) {
+    return 'Steady Support';
+  }
+  return 'Thoughtful Advisor';
+});
+
+const personalityMessage = computed(() => {
+  const seconds = props.supportPersonality.avg_response_time_seconds;
+  const time = formatResponseTime(seconds);
+
+  const personalityKeyMap = {
+    'Swift Helper': 'SWIFT_HELPER',
+    'Quick Responder': 'QUICK_RESPONDER',
+    'Steady Support': 'STEADY_SUPPORT',
+    'Thoughtful Advisor': 'THOUGHTFUL_ADVISOR',
+  };
+
+  const key = personalityKeyMap[personality.value];
+  if (!key) return '';
+
+  return t(`YEAR_IN_REVIEW.PERSONALITY.MESSAGES.${key}`, { time });
+});
+</script>
+
+<template>
+  <div class="absolute inset-0 flex items-center justify-center px-8 md:px-32">
+    <div class="flex flex-col gap-9 max-w-3xl">
+      <div class="mb-4 md:mb-6">
+        <img :src="clockImage" alt="Clock" class="w-auto h-28" />
+        <div class="flex items-center justify-start flex-1 mt-9">
+          <div class="text-n-slate-1 dark:text-n-slate-12 flex gap-3 flex-col">
+            <div class="text-2xl md:text-4xl tracking-tight">
+              {{ t('YEAR_IN_REVIEW.PERSONALITY.TITLE') }}
+            </div>
+            <div class="text-6xl md:text-7xl lg:text-8xl tracking-tighter">
+              {{ personality }}
+            </div>
+          </div>
+        </div>
+      </div>
+
+      <div class="flex items-center justify-center gap-3 md:gap-6">
+        <img
+          :src="doubleQuotesImage"
+          alt="Quote"
+          class="w-8 h-8 md:w-12 md:h-12 lg:w-16 lg:h-16"
+        />
+        <p
+          class="text-xl md:text-3xl lg:text-3xl font-medium tracking-[-0.2px] text-n-slate-12 dark:text-n-slate-1"
+        >
+          {{ personalityMessage }}
+        </p>
+      </div>
+    </div>
+  </div>
+</template>

app/javascript/dashboard/components-next/year-in-review/slides/ThankYouSlide.vue

@@ -0,0 +1,43 @@
+<script setup>
+import { useI18n } from 'vue-i18n';
+
+defineProps({
+  year: {
+    type: Number,
+    required: true,
+  },
+});
+
+const { t } = useI18n();
+
+const signatureImage =
+  '/assets/images/dashboard/year-in-review/fifth-frame-signature.png';
+</script>
+
+<template>
+  <div
+    class="absolute inset-0 flex items-center justify-center px-8 md:px-32 py-20"
+  >
+    <div class="flex flex-col items-start max-w-4xl">
+      <div
+        class="text-3xl md:text-5xl lg:text-6xl font-bold tracking-tight !leading-tight text-n-slate-12 dark:text-n-slate-1"
+      >
+        {{ t('YEAR_IN_REVIEW.THANK_YOU.TITLE', { year }) }}
+      </div>
+      <div
+        class="text-xl lg:text-3xl mt-8 font-medium !leading-snug text-n-slate-12 dark:text-n-slate-1"
+      >
+        {{
+          t('YEAR_IN_REVIEW.THANK_YOU.MESSAGE', { nextYear: Number(year) + 1 })
+        }}
+      </div>
+      <div class="mt-12">
+        <img
+          :src="signatureImage"
+          alt="Chatwoot Team Signature"
+          class="w-auto h-8 md:h-10"
+        />
+      </div>
+    </div>
+  </div>
+</template>

app/javascript/dashboard/components/widgets/WootWriter/Editor.vue

@@ -54,6 +54,7 @@ import {
   getFormattingForEditor,
   getSelectionCoords,
   calculateMenuPosition,
+  getEffectiveChannelType,
 } from 'dashboard/helper/editorHelper';
 import {
   hasPressedEnterAndNotCmdOrShift,
@@ -81,6 +82,7 @@ const props = defineProps({
   // are triggered except when this flag is true
   allowSignature: { type: Boolean, default: false },
   channelType: { type: String, default: '' },
+  medium: { type: String, default: '' },
   showImageResizeToolbar: { type: Boolean, default: false }, // A kill switch to show or hide the image toolbar
   focusOnMount: { type: Boolean, default: true },
 });
@@ -105,10 +107,16 @@ const TYPING_INDICATOR_IDLE_TIME = 4000;
 const MAXIMUM_FILE_UPLOAD_SIZE = 4; // in MB
 const DEFAULT_FORMATTING = 'Context::Default';
 
+const effectiveChannelType = computed(() =>
+  getEffectiveChannelType(props.channelType, props.medium)
+);
+
 const editorSchema = computed(() => {
   if (!props.channelType) return messageSchema;
 
-  const formatType = props.isPrivate ? DEFAULT_FORMATTING : props.channelType;
+  const formatType = props.isPrivate
+    ? DEFAULT_FORMATTING
+    : effectiveChannelType.value;
   const formatting = getFormattingForEditor(formatType);
   return buildMessageSchema(formatting.marks, formatting.nodes);
 });
@@ -116,7 +124,7 @@ const editorSchema = computed(() => {
 const editorMenuOptions = computed(() => {
   const formatType = props.isPrivate
     ? DEFAULT_FORMATTING
-    : props.channelType || DEFAULT_FORMATTING;
+    : effectiveChannelType.value || DEFAULT_FORMATTING;
   const formatting = getFormattingForEditor(formatType);
   return formatting.menu;
 });
@@ -301,8 +309,13 @@ function isBodyEmpty(content) {
 
   // if the signature is present, we need to remove it before checking
   // note that we don't update the editorView, so this is safe
+  // Use effective channel type to match how signature was appended
   const bodyWithoutSignature = props.signature
-    ? removeSignatureHelper(content, props.signature)
+    ? removeSignatureHelper(
+        content,
+        props.signature,
+        effectiveChannelType.value
+      )
     : content;
 
   // trimming should remove all the whitespaces, so we can check the length
@@ -370,7 +383,11 @@ function addSignature() {
   // see if the content is empty, if it is before appending the signature
   // we need to add a paragraph node and move the cursor at the start of the editor
   const contentWasEmpty = isBodyEmpty(content);
-  content = appendSignature(content, props.signature);
+  content = appendSignature(
+    content,
+    props.signature,
+    effectiveChannelType.value
+  );
   // need to reload first, ensuring that the editorView is updated
   reloadState(content);
 
@@ -382,7 +399,11 @@ function addSignature() {
 function removeSignature() {
   if (!props.signature) return;
   let content = props.modelValue;
-  content = removeSignatureHelper(content, props.signature);
+  content = removeSignatureHelper(
+    content,
+    props.signature,
+    effectiveChannelType.value
+  );
   // reload the state, ensuring that the editorView is updated
   reloadState(content);
 }

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

@@ -7,7 +7,9 @@ import { useTrack } from 'dashboard/composables';
 import keyboardEventListenerMixins from 'shared/mixins/keyboardEventListenerMixins';
 import { FEATURE_FLAGS } from 'dashboard/featureFlags';
 
+import CannedResponse from './CannedResponse.vue';
 import ReplyToMessage from './ReplyToMessage.vue';
+import ResizableTextArea from 'shared/components/ResizableTextArea.vue';
 import AttachmentPreview from 'dashboard/components/widgets/AttachmentsPreview.vue';
 import ReplyTopPanel from 'dashboard/components/widgets/WootWriter/ReplyTopPanel.vue';
 import ReplyEmailHead from './ReplyEmailHead.vue';
@@ -43,6 +45,8 @@ import fileUploadMixin from 'dashboard/mixins/fileUploadMixin';
 import {
   appendSignature,
   removeSignature,
+  getEffectiveChannelType,
+  extractTextFromMarkdown,
 } from 'dashboard/helper/editorHelper';
 
 import { LOCAL_STORAGE_KEYS } from 'dashboard/constants/localStorage';
@@ -68,6 +72,8 @@ export default {
     WhatsappTemplates,
     WootMessageEditor,
     QuotedEmailPreview,
+    ResizableTextArea,
+    CannedResponse,
   },
   mixins: [inboxMixin, fileUploadMixin, keyboardEventListenerMixins],
   props: {
@@ -108,6 +114,8 @@ export default {
       recordingAudioState: '',
       recordingAudioDurationText: '',
       replyType: REPLY_EDITOR_MODES.REPLY,
+      mentionSearchKey: '',
+      hasSlashCommand: false,
       bccEmails: '',
       ccEmails: '',
       toEmails: '',
@@ -136,9 +144,12 @@ export default {
       isFeatureEnabledonAccount: 'accounts/isFeatureEnabledonAccount',
     }),
     currentContact() {
-      return this.$store.getters['contacts/getContact'](
-        this.currentChat.meta.sender.id
-      );
+      const senderId = this.currentChat?.meta?.sender?.id;
+      if (!senderId) return {};
+      return this.$store.getters['contacts/getContact'](senderId);
+    },
+    isRichEditorEnabled() {
+      return this.isAWebWidgetInbox || this.isAnEmailChannel || this.isAPIInbox;
     },
     shouldShowReplyToMessage() {
       return (
@@ -395,6 +406,19 @@ export default {
         !!this.quotedEmailText
       );
     },
+    showRichContentEditor() {
+      if (this.isOnPrivateNote || this.isRichEditorEnabled) {
+        return true;
+      }
+
+      return false;
+    },
+    // ensure that the signature is plain text depending on `showRichContentEditor`
+    signatureToApply() {
+      return this.showRichContentEditor
+        ? this.messageSignature
+        : extractTextFromMarkdown(this.messageSignature);
+    },
   },
   watch: {
     currentChat(conversation, oldConversation) {
@@ -437,7 +461,25 @@ export default {
         this.resetRecorderAndClearAttachments();
       }
     },
-    message() {
+    message(updatedMessage) {
+      // Check if the message starts with a slash.
+      const bodyWithoutSignature = removeSignature(
+        updatedMessage,
+        this.signatureToApply
+      );
+      const startsWithSlash = bodyWithoutSignature.startsWith('/');
+
+      // Determine if the user is potentially typing a slash command.
+      // This is true if the message starts with a slash and the rich content editor is not active.
+      this.hasSlashCommand = startsWithSlash && !this.showRichContentEditor;
+      this.showMentions = this.hasSlashCommand;
+
+      // If a slash command is active, extract the command text after the slash.
+      // If not, reset the mentionSearchKey.
+      this.mentionSearchKey = this.hasSlashCommand
+        ? bodyWithoutSignature.substring(1)
+        : '';
+
       // Autosave the current message draft.
       this.doAutoSaveDraft();
     },
@@ -487,14 +529,20 @@ export default {
   methods: {
     handleInsert(article) {
       const { url, title } = article;
-      // Removing empty lines from the title
-      const lines = title.split('\n');
-      const nonEmptyLines = lines.filter(line => line.trim() !== '');
-      const filteredMarkdown = nonEmptyLines.join(' ');
-      emitter.emit(
-        BUS_EVENTS.INSERT_INTO_RICH_EDITOR,
-        `[${filteredMarkdown}](${url})`
-      );
+      if (this.isRichEditorEnabled) {
+        // Removing empty lines from the title
+        const lines = title.split('\n');
+        const nonEmptyLines = lines.filter(line => line.trim() !== '');
+        const filteredMarkdown = nonEmptyLines.join(' ');
+        emitter.emit(
+          BUS_EVENTS.INSERT_INTO_RICH_EDITOR,
+          `[${filteredMarkdown}](${url})`
+        );
+      } else {
+        this.addIntoEditor(
+          `${this.$t('CONVERSATION.REPLYBOX.INSERT_READ_MORE')} ${url}`
+        );
+      }
 
       useTrack(CONVERSATION_EVENTS.INSERT_ARTICLE_LINK);
     },
@@ -563,10 +611,26 @@ export default {
       if (this.isPrivate) {
         return message;
       }
-
+      if (this.showRichContentEditor) {
+        const effectiveChannelType = getEffectiveChannelType(
+          this.channelType,
+          this.inbox?.medium || ''
+        );
+        return this.sendWithSignature
+          ? appendSignature(
+              message,
+              this.messageSignature,
+              effectiveChannelType
+            )
+          : removeSignature(
+              message,
+              this.messageSignature,
+              effectiveChannelType
+            );
+      }
       return this.sendWithSignature
-        ? appendSignature(message, this.messageSignature)
-        : removeSignature(message, this.messageSignature);
+        ? appendSignature(message, this.signatureToApply)
+        : removeSignature(message, this.signatureToApply);
     },
     removeFromDraft() {
       if (this.conversationIdByRoute) {
@@ -582,6 +646,7 @@ export default {
         Escape: {
           action: () => {
             this.hideEmojiPicker();
+            this.hideMentions();
           },
           allowOnFocusedInput: true,
         },
@@ -624,6 +689,9 @@ export default {
     },
     onPaste(e) {
       const data = e.clipboardData.files;
+      if (!this.showRichContentEditor && data.length !== 0) {
+        this.$refs.messageInput?.$el?.blur();
+      }
       if (!data.length || !data[0]) {
         return;
       }
@@ -757,7 +825,19 @@ export default {
         // if signature is enabled, append it to the message
         // appendSignature ensures that the signature is not duplicated
         // so we don't need to check if the signature is already present
-        message = appendSignature(message, this.messageSignature);
+        if (this.showRichContentEditor) {
+          const effectiveChannelType = getEffectiveChannelType(
+            this.channelType,
+            this.inbox?.medium || ''
+          );
+          message = appendSignature(
+            message,
+            this.messageSignature,
+            effectiveChannelType
+          );
+        } else {
+          message = appendSignature(message, this.signatureToApply);
+        }
       }
 
       const updatedMessage = replaceVariablesInMessage({
@@ -781,22 +861,52 @@ export default {
       });
       if (canReply || this.isAWhatsAppChannel || this.isAPIInbox)
         this.replyType = mode;
-      if (this.isRecordingAudio) {
-        this.toggleAudioRecorder();
+      if (this.showRichContentEditor) {
+        if (this.isRecordingAudio) {
+          this.toggleAudioRecorder();
+        }
+        return;
       }
+      this.$nextTick(() => this.$refs.messageInput.focus());
     },
     clearEditorSelection() {
       this.updateEditorSelectionWith = '';
     },
+    insertIntoTextEditor(text, selectionStart, selectionEnd) {
+      const { message } = this;
+      const newMessage =
+        message.slice(0, selectionStart) +
+        text +
+        message.slice(selectionEnd, message.length);
+      this.message = newMessage;
+    },
     addIntoEditor(content) {
-      this.updateEditorSelectionWith = content;
-      this.onFocus();
+      if (this.showRichContentEditor) {
+        this.updateEditorSelectionWith = content;
+        this.onFocus();
+      }
+      if (!this.showRichContentEditor) {
+        const { selectionStart, selectionEnd } = this.$refs.messageInput.$el;
+        this.insertIntoTextEditor(content, selectionStart, selectionEnd);
+      }
     },
     clearMessage() {
       this.message = '';
       if (this.sendWithSignature && !this.isPrivate) {
         // if signature is enabled, append it to the message
-        this.message = appendSignature(this.message, this.messageSignature);
+        if (this.showRichContentEditor) {
+          const effectiveChannelType = getEffectiveChannelType(
+            this.channelType,
+            this.inbox?.medium || ''
+          );
+          this.message = appendSignature(
+            this.message,
+            this.messageSignature,
+            effectiveChannelType
+          );
+        } else {
+          this.message = appendSignature(this.message, this.signatureToApply);
+        }
       }
       this.attachedFiles = [];
       this.isRecordingAudio = false;
@@ -831,6 +941,9 @@ export default {
         this.toggleEmojiPicker();
       }
     },
+    hideMentions() {
+      this.showMentions = false;
+    },
     onTypingOn() {
       this.toggleTyping('on');
     },
@@ -1077,6 +1190,13 @@ export default {
         :message="inReplyTo"
         @dismiss="resetReplyToMessage"
       />
+      <CannedResponse
+        v-if="showMentions && hasSlashCommand"
+        v-on-clickaway="hideMentions"
+        class="normal-editor__canned-box"
+        :search-key="mentionSearchKey"
+        @replace="replaceText"
+      />
       <EmojiInput
         v-if="showEmojiPicker"
         v-on-clickaway="hideEmojiPicker"
@@ -1100,7 +1220,23 @@ export default {
         @play="recordingAudioState = 'playing'"
         @pause="recordingAudioState = 'paused'"
       />
+      <ResizableTextArea
+        v-else-if="!showRichContentEditor"
+        ref="messageInput"
+        v-model="message"
+        class="rounded-none input"
+        :placeholder="messagePlaceHolder"
+        :min-height="4"
+        :signature="signatureToApply"
+        allow-signature
+        :send-with-signature="sendWithSignature"
+        @typing-off="onTypingOff"
+        @typing-on="onTypingOn"
+        @focus="onFocus"
+        @blur="onBlur"
+      />
       <WootMessageEditor
+        v-else
         v-model="message"
         :editor-id="editorStateId"
         class="input popover-prosemirror-menu"
@@ -1113,6 +1249,7 @@ export default {
         :signature="messageSignature"
         allow-signature
         :channel-type="channelType"
+        :medium="inbox.medium"
         @typing-off="onTypingOff"
         @typing-on="onTypingOn"
         @focus="onFocus"
@@ -1225,6 +1362,10 @@ export default {
 
 .reply-box__top {
   @apply relative py-0 px-4 -mt-px;
+
+  textarea {
+    @apply shadow-none outline-none border-transparent bg-transparent m-0 max-h-60 min-h-[3rem] pt-4 pb-0 px-0 resize-none;
+  }
 }
 
 .emoji-dialog {
@@ -1244,4 +1385,9 @@ export default {
     @apply ltr:left-1 rtl:right-1 -bottom-2;
   }
 }
+
+.normal-editor__canned-box {
+  width: calc(100% - 2 * 1rem);
+  left: 1rem;
+}
 </style>

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

@@ -2,6 +2,7 @@
 import { ref, computed, onMounted, onUnmounted, watch } from 'vue';
 import { useI18n } from 'vue-i18n';
 import { evaluateSLAStatus } from '@chatwoot/utils';
+import { getBusinessHoursConfig } from 'dashboard/helper/slaHelper';
 import SLAPopoverCard from './SLAPopoverCard.vue';
 
 const props = defineProps({
@@ -58,9 +59,17 @@ const groupClass = computed(() => {
 });
 
 const updateSlaStatus = () => {
+  const businessHoursConfig = getBusinessHoursConfig(
+    appliedSLA.value?.sla_policy,
+    props.chat?.inbox
+  );
+
   slaStatus.value = evaluateSLAStatus({
     appliedSla: appliedSLA.value,
     chat: props.chat,
+    options: businessHoursConfig
+      ? { businessHours: businessHoursConfig }
+      : undefined,
   });
 };
 

app/javascript/dashboard/constants/editor.js

@@ -5,7 +5,7 @@ export const FORMATTING = {
   // Channel formatting
   'Channel::Email': {
     marks: ['strong', 'em', 'code', 'link'],
-    nodes: ['bulletList', 'orderedList', 'codeBlock', 'blockquote'],
+    nodes: ['bulletList', 'orderedList', 'codeBlock', 'blockquote', 'image'],
     menu: [
       'strong',
       'em',
@@ -19,7 +19,7 @@ export const FORMATTING = {
   },
   'Channel::WebWidget': {
     marks: ['strong', 'em', 'code', 'link', 'strike'],
-    nodes: ['bulletList', 'orderedList', 'codeBlock', 'blockquote'],
+    nodes: ['bulletList', 'orderedList', 'codeBlock', 'blockquote', 'image'],
     menu: [
       'strong',
       'em',
@@ -127,7 +127,7 @@ export const FORMATTING = {
   },
   'Context::MessageSignature': {
     marks: ['strong', 'em', 'link'],
-    nodes: [],
+    nodes: ['image'],
     menu: ['strong', 'em', 'link', 'undo', 'redo', 'imageUpload'],
   },
   'Context::InboxSettings': {
@@ -210,7 +210,12 @@ export const MARKDOWN_PATTERNS = [
     type: 'em', // PM: em, eg: *italic* or _italic_
     patterns: [
       { pattern: /(?<!\*)\*(?!\*)(.+?)(?<!\*)\*(?!\*)/g, replacement: '$1' },
-      { pattern: /(?<!_)_(?!_)(.+?)(?<!_)_(?!_)/g, replacement: '$1' },
+      // Match _text_ only at word boundaries (whitespace/string start/end)
+      // Preserves underscores in URLs (e.g., https://example.com/path_name) and variable names
+      {
+        pattern: /(?<=^|[\s])_([^_\s][^_]*[^_\s]|[^_\s])_(?=$|[\s])/g,
+        replacement: '$1',
+      },
     ],
   },
   {

app/javascript/dashboard/helper/editorHelper.js

@@ -6,8 +6,82 @@ import {
 import { replaceVariablesInMessage } from '@chatwoot/utils';
 import * as Sentry from '@sentry/vue';
 import { FORMATTING, MARKDOWN_PATTERNS } from 'dashboard/constants/editor';
+import { INBOX_TYPES, TWILIO_CHANNEL_MEDIUM } from 'dashboard/helper/inbox';
 import camelcaseKeys from 'camelcase-keys';
 
+/**
+ * Extract text from markdown, and remove all images, code blocks, links, headers, bold, italic, lists etc.
+ * Links will be converted to text, and not removed.
+ *
+ * @param {string} markdown - markdown text to be extracted
+ * @returns {string} - The extracted text.
+ */
+export function extractTextFromMarkdown(markdown) {
+  if (!markdown) return '';
+  return markdown
+    .replace(/```[\s\S]*?```/g, '') // Remove code blocks
+    .replace(/`.*?`/g, '') // Remove inline code
+    .replace(/!\[.*?\]\(.*?\)/g, '') // Remove images before removing links
+    .replace(/\[([^\]]+)\]\([^)]+\)/g, '$1') // Remove links but keep the text
+    .replace(/#+\s*|[*_-]{1,3}/g, '') // Remove headers, bold, italic, lists etc.
+    .split('\n')
+    .map(line => line.trim())
+    .filter(Boolean)
+    .join('\n') // Trim each line & remove any lines only having spaces
+    .replace(/\n{2,}/g, '\n') // Remove multiple consecutive newlines (blank lines)
+    .trim(); // Trim any extra space
+}
+
+/**
+ * Strip unsupported markdown formatting based on channel capabilities.
+ *
+ * @param {string} markdown - markdown text to process
+ * @param {string} channelType - The channel type to check supported formatting
+ * @returns {string} - The markdown with unsupported formatting removed
+ */
+export function stripUnsupportedSignatureMarkdown(markdown, channelType) {
+  if (!markdown) return '';
+
+  const { marks = [], nodes = [] } = FORMATTING[channelType] || {};
+  const has = (arr, key) => arr.includes(key);
+
+  // Define stripping rules: [condition, pattern, replacement]
+  const rules = [
+    [!has(nodes, 'image'), /!\[.*?\]\(.*?\)/g, ''],
+    [!has(marks, 'link'), /\[([^\]]+)\]\([^)]+\)/g, '$1'],
+    [!has(nodes, 'codeBlock'), /```[\s\S]*?```/g, ''],
+    [!has(marks, 'code'), /`([^`]+)`/g, '$1'],
+    [!has(marks, 'strong'), /\*\*([^*]+)\*\*/g, '$1'],
+    [!has(marks, 'strong'), /__([^_]+)__/g, '$1'],
+    [!has(marks, 'em'), /\*([^*]+)\*/g, '$1'],
+    // Match _text_ only at word boundaries (whitespace/string start/end)
+    // Preserves underscores in URLs (e.g., https://example.com/path_name) and variable names
+    [
+      !has(marks, 'em'),
+      /(?<=^|[\s])_([^_\s][^_]*[^_\s]|[^_\s])_(?=$|[\s])/g,
+      '$1',
+    ],
+    [!has(marks, 'strike'), /~~([^~]+)~~/g, '$1'],
+    [!has(nodes, 'blockquote'), /^>\s?/gm, ''],
+    [!has(nodes, 'bulletList'), /^[-*+]\s+/gm, ''],
+    [!has(nodes, 'orderedList'), /^\d+\.\s+/gm, ''],
+  ];
+
+  const result = rules.reduce(
+    (text, [shouldStrip, pattern, replacement]) =>
+      shouldStrip ? text.replace(pattern, replacement) : text,
+    markdown
+  );
+
+  return result
+    .split('\n')
+    .map(line => line.trim())
+    .filter(Boolean)
+    .join('\n')
+    .replace(/\n{2,}/g, '\n')
+    .trim();
+}
+
 /**
  * The delimiter used to separate the signature from the rest of the body.
  * @type {string}
@@ -69,15 +143,39 @@ export function findSignatureInBody(body, signature) {
   return -1;
 }
 
+/**
+ * Gets the effective channel type for formatting purposes.
+ * For Twilio channels, returns WhatsApp or Twilio based on medium.
+ *
+ * @param {string} channelType - The channel type
+ * @param {string} medium - Optional. The medium for Twilio channels (sms/whatsapp)
+ * @returns {string} - The effective channel type for formatting
+ */
+export function getEffectiveChannelType(channelType, medium) {
+  if (channelType === INBOX_TYPES.TWILIO) {
+    return medium === TWILIO_CHANNEL_MEDIUM.WHATSAPP
+      ? INBOX_TYPES.WHATSAPP
+      : INBOX_TYPES.TWILIO;
+  }
+  return channelType;
+}
+
 /**
  * Appends the signature to the body, separated by the signature delimiter.
+ * Automatically strips unsupported formatting based on channel capabilities.
  *
  * @param {string} body - The body to append the signature to.
  * @param {string} signature - The signature to append.
+ * @param {string} channelType - Optional. The effective channel type to determine supported formatting.
+ *                               For Twilio channels, pass the result of getEffectiveChannelType().
  * @returns {string} - The body with the signature appended.
  */
-export function appendSignature(body, signature) {
-  const cleanedSignature = cleanSignature(signature);
+export function appendSignature(body, signature, channelType) {
+  // Strip only unsupported formatting based on channel capabilities
+  const preparedSignature = channelType
+    ? stripUnsupportedSignatureMarkdown(signature, channelType)
+    : signature;
+  const cleanedSignature = cleanSignature(preparedSignature);
   // if signature is already present, return body
   if (findSignatureInBody(body, cleanedSignature) > -1) {
     return body;
@@ -88,16 +186,34 @@ export function appendSignature(body, signature) {
 
 /**
  * Removes the signature from the body, along with the signature delimiter.
+ * Tries to find both the original signature and the stripped version.
  *
  * @param {string} body - The body to remove the signature from.
  * @param {string} signature - The signature to remove.
+ * @param {string} channelType - Optional. The effective channel type for channel-specific stripping.
+ *                               For Twilio channels, pass the result of getEffectiveChannelType().
  * @returns {string} - The body with the signature removed.
  */
-export function removeSignature(body, signature) {
-  // this will find the index of the signature if it exists
-  // Regardless of extra spaces or new lines after the signature, the index will be the same if present
+export function removeSignature(body, signature, channelType) {
+  // Build list of signatures to try: original, channel-stripped, and fully stripped
   const cleanedSignature = cleanSignature(signature);
-  const signatureIndex = findSignatureInBody(body, cleanedSignature);
+  const channelStripped = channelType
+    ? cleanSignature(stripUnsupportedSignatureMarkdown(signature, channelType))
+    : null;
+  const fullyStripped = cleanSignature(extractTextFromMarkdown(signature));
+
+  // Try signatures in order: original → channel-specific → fully stripped
+  const signaturesToTry = [
+    cleanedSignature,
+    channelStripped,
+    fullyStripped,
+  ].filter((sig, i, arr) => sig && arr.indexOf(sig) === i); // Remove nulls and duplicates
+
+  // Find the first matching signature
+  const signatureIndex = signaturesToTry.reduce(
+    (index, sig) => (index === -1 ? findSignatureInBody(body, sig) : index),
+    -1
+  );
 
   // no need to trim the ends here, because it will simply be removed in the next method
   let newBody = body;
@@ -138,28 +254,6 @@ export function replaceSignature(body, oldSignature, newSignature) {
   return appendSignature(withoutSignature, newSignature);
 }
 
-/**
- * Extract text from markdown, and remove all images, code blocks, links, headers, bold, italic, lists etc.
- * Links will be converted to text, and not removed.
- *
- * @param {string} markdown - markdown text to be extracted
- * @returns
- */
-export function extractTextFromMarkdown(markdown) {
-  return markdown
-    .replace(/```[\s\S]*?```/g, '') // Remove code blocks
-    .replace(/`.*?`/g, '') // Remove inline code
-    .replace(/!\[.*?\]\(.*?\)/g, '') // Remove images before removing links
-    .replace(/\[([^\]]+)\]\([^)]+\)/g, '$1') // Remove links but keep the text
-    .replace(/#+\s*|[*_-]{1,3}/g, '') // Remove headers, bold, italic, lists etc.
-    .split('\n')
-    .map(line => line.trim())
-    .filter(Boolean)
-    .join('\n') // Trim each line & remove any lines only having spaces
-    .replace(/\n{2,}/g, '\n') // Remove multiple consecutive newlines (blank lines)
-    .trim(); // Trim any extra space
-}
-
 /**
  * Scrolls the editor view into current cursor position
  *

app/javascript/dashboard/helper/inbox.js

@@ -13,6 +13,11 @@ export const INBOX_TYPES = {
   VOICE: 'Channel::Voice',
 };
 
+export const TWILIO_CHANNEL_MEDIUM = {
+  WHATSAPP: 'whatsapp',
+  SMS: 'sms',
+};
+
 const INBOX_ICON_MAP_FILL = {
   [INBOX_TYPES.WEB]: 'i-ri-global-fill',
   [INBOX_TYPES.FB]: 'i-ri-messenger-fill',

app/javascript/dashboard/helper/slaHelper.js

@@ -0,0 +1,66 @@
+/**
+ * Helper functions for SLA business hours configuration
+ */
+
+/**
+ * Extracts business hours configuration from SLA policy and inbox data
+ * Supports both camelCase and snake_case property naming conventions
+ *
+ * @param {Object} slaPolicy - The SLA policy object
+ * @param {Object} inbox - The inbox object with working hours configuration
+ * @returns {Object|null} Business hours configuration for utils package, or null if not applicable
+ */
+export const getBusinessHoursConfig = (slaPolicy, inbox) => {
+  // Handle both camelCase and snake_case property names
+  const onlyDuringBusinessHours =
+    slaPolicy?.only_during_business_hours ?? slaPolicy?.onlyDuringBusinessHours;
+  const workingHoursEnabled =
+    inbox?.working_hours_enabled ?? inbox?.workingHoursEnabled;
+
+  if (!onlyDuringBusinessHours || !workingHoursEnabled) {
+    return null;
+  }
+
+  // Convert working hours format to match utils expectation
+  const workingHours = {};
+  const dayMap = ['sun', 'mon', 'tue', 'wed', 'thu', 'fri', 'sat'];
+
+  // Handle both camelCase and snake_case working hours arrays
+  const inboxWorkingHours = inbox.working_hours ?? inbox.workingHours;
+
+  if (inboxWorkingHours) {
+    inboxWorkingHours.forEach(dayConfig => {
+      // Handle both property naming conventions
+      const dayOfWeek = dayConfig.day_of_week ?? dayConfig.dayOfWeek;
+      const closedAllDay = dayConfig.closed_all_day ?? dayConfig.closedAllDay;
+      const openHour = dayConfig.open_hour ?? dayConfig.openHour;
+      const openMinutes = dayConfig.open_minutes ?? dayConfig.openMinutes;
+      const closeHour = dayConfig.close_hour ?? dayConfig.closeHour;
+      const closeMinutes = dayConfig.close_minutes ?? dayConfig.closeMinutes;
+
+      const dayName = dayMap[dayOfWeek];
+
+      if (closedAllDay) {
+        workingHours[dayName] = null;
+      } else {
+        // Convert to HH:MM format
+        const startHour = String(openHour || 0).padStart(2, '0');
+        const startMin = String(openMinutes || 0).padStart(2, '0');
+        const endHour = String(closeHour || 0).padStart(2, '0');
+        const endMin = String(closeMinutes || 0).padStart(2, '0');
+
+        workingHours[dayName] = {
+          start: `${startHour}:${startMin}`,
+          finish: `${endHour}:${endMin}`,
+        };
+      }
+    });
+  }
+
+  return {
+    working_hours_enabled: workingHoursEnabled,
+    timezone: inbox.timezone || 'UTC',
+    working_hours: workingHours,
+    only_during_business_hours: onlyDuringBusinessHours,
+  };
+};

app/javascript/dashboard/helper/specs/editorHelper.spec.js

@@ -5,6 +5,7 @@ import {
   replaceSignature,
   cleanSignature,
   extractTextFromMarkdown,
+  stripUnsupportedSignatureMarkdown,
   insertAtCursor,
   findNodeToInsertImage,
   setURLWithQueryAndSize,
@@ -144,6 +145,107 @@ describe('appendSignature', () => {
   });
 });
 
+describe('stripUnsupportedSignatureMarkdown', () => {
+  const richSignature =
+    '**Bold** _italic_ [link](http://example.com) ![](http://localhost:3000/image.png)';
+
+  it('keeps all formatting for Email channel (supports image, link, strong, em)', () => {
+    const result = stripUnsupportedSignatureMarkdown(
+      richSignature,
+      'Channel::Email'
+    );
+    expect(result).toContain('**Bold**');
+    expect(result).toContain('_italic_');
+    expect(result).toContain('[link](http://example.com)');
+    expect(result).toContain('![](http://localhost:3000/image.png)');
+  });
+  it('strips images but keeps bold/italic for Api channel', () => {
+    const result = stripUnsupportedSignatureMarkdown(
+      richSignature,
+      'Channel::Api'
+    );
+    expect(result).toContain('**Bold**');
+    expect(result).toContain('_italic_');
+    expect(result).toContain('link'); // link text kept
+    expect(result).not.toContain('[link]('); // link syntax removed
+    expect(result).not.toContain('![]('); // image removed
+  });
+  it('strips images but keeps bold/italic/link for Telegram channel', () => {
+    const result = stripUnsupportedSignatureMarkdown(
+      richSignature,
+      'Channel::Telegram'
+    );
+    expect(result).toContain('**Bold**');
+    expect(result).toContain('_italic_');
+    expect(result).toContain('[link](http://example.com)');
+    expect(result).not.toContain('![](');
+  });
+  it('strips all formatting for SMS channel', () => {
+    const result = stripUnsupportedSignatureMarkdown(
+      richSignature,
+      'Channel::Sms'
+    );
+    expect(result).toContain('Bold');
+    expect(result).toContain('italic');
+    expect(result).toContain('link');
+    expect(result).not.toContain('**');
+    expect(result).not.toContain('_');
+    expect(result).not.toContain('[');
+    expect(result).not.toContain('![](');
+  });
+  it('returns empty string for empty input', () => {
+    expect(stripUnsupportedSignatureMarkdown('', 'Channel::Api')).toBe('');
+    expect(stripUnsupportedSignatureMarkdown(null, 'Channel::Api')).toBe('');
+  });
+});
+
+describe('appendSignature with channelType', () => {
+  const signatureWithImage =
+    'Thanks\n![](http://localhost:3000/image.png?cw_image_height=24px)';
+
+  it('keeps images for Email channel', () => {
+    const result = appendSignature(
+      'Hello',
+      signatureWithImage,
+      'Channel::Email'
+    );
+    expect(result).toContain('![](http://localhost:3000/image.png');
+  });
+  it('keeps images for WebWidget channel', () => {
+    const result = appendSignature(
+      'Hello',
+      signatureWithImage,
+      'Channel::WebWidget'
+    );
+    expect(result).toContain('![](http://localhost:3000/image.png');
+  });
+  it('strips images but keeps text for Api channel', () => {
+    const result = appendSignature('Hello', signatureWithImage, 'Channel::Api');
+    expect(result).not.toContain('![](');
+    expect(result).toContain('Thanks');
+  });
+  it('strips images but keeps text for WhatsApp channel', () => {
+    const result = appendSignature(
+      'Hello',
+      signatureWithImage,
+      'Channel::Whatsapp'
+    );
+    expect(result).not.toContain('![](');
+    expect(result).toContain('Thanks');
+  });
+  it('keeps images when channelType is not provided', () => {
+    const result = appendSignature('Hello', signatureWithImage);
+    expect(result).toContain('![](http://localhost:3000/image.png');
+  });
+  it('keeps bold/italic for channels that support them', () => {
+    const boldSignature = '**Bold** *italic* Thanks';
+    const result = appendSignature('Hello', boldSignature, 'Channel::Api');
+    // Api supports strong and em
+    expect(result).toContain('**Bold**');
+    expect(result).toContain('*italic*');
+  });
+});
+
 describe('cleanSignature', () => {
   it('removes any instance of horizontal rule', () => {
     const options = [
@@ -202,6 +304,37 @@ describe('removeSignature', () => {
   });
 });
 
+describe('removeSignature with stripped signature', () => {
+  const signatureWithImage =
+    'Thanks\n![](http://localhost:3000/image.png?cw_image_height=24px)';
+
+  it('removes stripped signature from body', () => {
+    // Simulate a body where signature was added with images stripped
+    const bodyWithStrippedSignature = 'Hello\n\n--\n\nThanks';
+    const result = removeSignature(
+      bodyWithStrippedSignature,
+      signatureWithImage
+    );
+    expect(result).toBe('Hello\n\n');
+  });
+  it('removes original signature from body', () => {
+    // Simulate a body where signature was added with images (using cleanSignature format)
+    const cleanedSig = cleanSignature(signatureWithImage);
+    const bodyWithOriginalSignature = `Hello\n\n--\n\n${cleanedSig}`;
+    const result = removeSignature(
+      bodyWithOriginalSignature,
+      signatureWithImage
+    );
+    expect(result).toBe('Hello\n\n');
+  });
+  it('handles signature without images', () => {
+    const simpleSignature = 'Best regards';
+    const body = 'Hello\n\n--\n\nBest regards';
+    const result = removeSignature(body, simpleSignature);
+    expect(result).toBe('Hello\n\n');
+  });
+});
+
 describe('replaceSignature', () => {
   it('appends the new signature if not present', () => {
     Object.keys(DOES_NOT_HAVE_SIGNATURE).forEach(key => {
@@ -793,6 +926,26 @@ describe('stripUnsupportedFormatting', () => {
       );
     });
 
+    it('preserves underscores in URLs and mid-word positions', () => {
+      // Underscores in URLs should not be stripped as italic formatting
+      expect(
+        stripUnsupportedFormatting(
+          'https://www.chatwoot.com/new_first_second-third/ssd',
+          emptySchema
+        )
+      ).toBe('https://www.chatwoot.com/new_first_second-third/ssd');
+
+      // Underscores in variable names should not be stripped
+      expect(
+        stripUnsupportedFormatting('some_variable_name', emptySchema)
+      ).toBe('some_variable_name');
+
+      // But actual italic formatting with spaces should still be stripped
+      expect(
+        stripUnsupportedFormatting('hello _world_ there', emptySchema)
+      ).toBe('hello world there');
+    });
+
     it('strips inline code formatting', () => {
       expect(stripUnsupportedFormatting('`inline code`', emptySchema)).toBe(
         'inline code'

app/javascript/dashboard/helper/specs/slaHelper.spec.js

@@ -0,0 +1,386 @@
+import { getBusinessHoursConfig } from '../slaHelper';
+
+describe('slaHelper', () => {
+  describe('getBusinessHoursConfig', () => {
+    const mockWorkingHours = [
+      {
+        day_of_week: 1, // Monday
+        open_hour: 9,
+        open_minutes: 0,
+        close_hour: 17,
+        close_minutes: 30,
+        closed_all_day: false,
+      },
+      {
+        day_of_week: 2, // Tuesday
+        open_hour: 8,
+        open_minutes: 30,
+        close_hour: 18,
+        close_minutes: 0,
+        closed_all_day: false,
+      },
+      {
+        day_of_week: 0, // Sunday
+        closed_all_day: true,
+      },
+    ];
+
+    const mockWorkingHoursCamelCase = [
+      {
+        dayOfWeek: 1, // Monday
+        openHour: 9,
+        openMinutes: 0,
+        closeHour: 17,
+        closeMinutes: 30,
+        closedAllDay: false,
+      },
+      {
+        dayOfWeek: 2, // Tuesday
+        openHour: 8,
+        openMinutes: 30,
+        closeHour: 18,
+        closeMinutes: 0,
+        closedAllDay: false,
+      },
+      {
+        dayOfWeek: 0, // Sunday
+        closedAllDay: true,
+      },
+    ];
+
+    describe('when business hours are not required', () => {
+      it('returns null when SLA policy does not require business hours', () => {
+        const slaPolicy = { only_during_business_hours: false };
+        const inbox = {
+          working_hours_enabled: true,
+          working_hours: mockWorkingHours,
+        };
+
+        const result = getBusinessHoursConfig(slaPolicy, inbox);
+
+        expect(result).toBeNull();
+      });
+
+      it('returns null when inbox does not have working hours enabled', () => {
+        const slaPolicy = { only_during_business_hours: true };
+        const inbox = {
+          working_hours_enabled: false,
+          working_hours: mockWorkingHours,
+        };
+
+        const result = getBusinessHoursConfig(slaPolicy, inbox);
+
+        expect(result).toBeNull();
+      });
+
+      it('returns null when both conditions are false', () => {
+        const slaPolicy = { only_during_business_hours: false };
+        const inbox = { working_hours_enabled: false };
+
+        const result = getBusinessHoursConfig(slaPolicy, inbox);
+
+        expect(result).toBeNull();
+      });
+
+      it('returns null when slaPolicy is null', () => {
+        const inbox = {
+          working_hours_enabled: true,
+          working_hours: mockWorkingHours,
+        };
+
+        const result = getBusinessHoursConfig(null, inbox);
+
+        expect(result).toBeNull();
+      });
+
+      it('returns null when inbox is null', () => {
+        const slaPolicy = { only_during_business_hours: true };
+
+        const result = getBusinessHoursConfig(slaPolicy, null);
+
+        expect(result).toBeNull();
+      });
+    });
+
+    describe('when business hours are required - snake_case properties', () => {
+      it('converts working hours correctly with snake_case properties', () => {
+        const slaPolicy = { only_during_business_hours: true };
+        const inbox = {
+          working_hours_enabled: true,
+          working_hours: mockWorkingHours,
+          timezone: 'America/New_York',
+        };
+
+        const result = getBusinessHoursConfig(slaPolicy, inbox);
+
+        expect(result).toEqual({
+          working_hours_enabled: true,
+          timezone: 'America/New_York',
+          working_hours: {
+            sun: null, // Closed all day
+            mon: {
+              start: '09:00',
+              finish: '17:30',
+            },
+            tue: {
+              start: '08:30',
+              finish: '18:00',
+            },
+          },
+          only_during_business_hours: true,
+        });
+      });
+
+      it('handles missing timezone by defaulting to UTC', () => {
+        const slaPolicy = { only_during_business_hours: true };
+        const inbox = {
+          working_hours_enabled: true,
+          working_hours: mockWorkingHours.slice(0, 1), // Just Monday
+        };
+
+        const result = getBusinessHoursConfig(slaPolicy, inbox);
+
+        expect(result.timezone).toBe('UTC');
+      });
+
+      it('handles zero hours and minutes correctly', () => {
+        const workingHoursWithZeros = [
+          {
+            day_of_week: 1,
+            open_hour: 0,
+            open_minutes: 0,
+            close_hour: 0,
+            close_minutes: 0,
+            closed_all_day: false,
+          },
+        ];
+
+        const slaPolicy = { only_during_business_hours: true };
+        const inbox = {
+          working_hours_enabled: true,
+          working_hours: workingHoursWithZeros,
+        };
+
+        const result = getBusinessHoursConfig(slaPolicy, inbox);
+
+        expect(result.working_hours.mon).toEqual({
+          start: '00:00',
+          finish: '00:00',
+        });
+      });
+    });
+
+    describe('when business hours are required - camelCase properties', () => {
+      it('converts working hours correctly with camelCase properties', () => {
+        const slaPolicy = { onlyDuringBusinessHours: true };
+        const inbox = {
+          workingHoursEnabled: true,
+          workingHours: mockWorkingHoursCamelCase,
+          timezone: 'America/Los_Angeles',
+        };
+
+        const result = getBusinessHoursConfig(slaPolicy, inbox);
+
+        expect(result).toEqual({
+          working_hours_enabled: true,
+          timezone: 'America/Los_Angeles',
+          working_hours: {
+            sun: null, // Closed all day
+            mon: {
+              start: '09:00',
+              finish: '17:30',
+            },
+            tue: {
+              start: '08:30',
+              finish: '18:00',
+            },
+          },
+          only_during_business_hours: true,
+        });
+      });
+    });
+
+    describe('mixed property naming conventions', () => {
+      it('handles mixed snake_case and camelCase properties', () => {
+        const slaPolicy = {
+          only_during_business_hours: true, // snake_case
+          onlyDuringBusinessHours: false, // This should be ignored due to nullish coalescing
+        };
+        const inbox = {
+          working_hours_enabled: true, // snake_case
+          workingHours: mockWorkingHoursCamelCase, // camelCase
+          timezone: 'UTC',
+        };
+
+        const result = getBusinessHoursConfig(slaPolicy, inbox);
+
+        expect(result).not.toBeNull();
+        expect(result.only_during_business_hours).toBe(true);
+        expect(result.working_hours_enabled).toBe(true);
+      });
+
+      it('prioritizes snake_case over camelCase when both exist', () => {
+        const slaPolicy = {
+          only_during_business_hours: true,
+          onlyDuringBusinessHours: false,
+        };
+        const inbox = {
+          working_hours_enabled: true,
+          workingHoursEnabled: false,
+          working_hours: mockWorkingHours,
+          workingHours: mockWorkingHoursCamelCase,
+        };
+
+        const result = getBusinessHoursConfig(slaPolicy, inbox);
+
+        expect(result.only_during_business_hours).toBe(true);
+        expect(result.working_hours_enabled).toBe(true);
+        // Should use snake_case working_hours
+        expect(result.working_hours.mon.start).toBe('09:00');
+      });
+    });
+
+    describe('edge cases', () => {
+      it('handles empty working hours array', () => {
+        const slaPolicy = { only_during_business_hours: true };
+        const inbox = {
+          working_hours_enabled: true,
+          working_hours: [],
+        };
+
+        const result = getBusinessHoursConfig(slaPolicy, inbox);
+
+        expect(result.working_hours).toEqual({});
+      });
+
+      it('handles missing working hours property', () => {
+        const slaPolicy = { only_during_business_hours: true };
+        const inbox = {
+          working_hours_enabled: true,
+          // No working_hours property
+        };
+
+        const result = getBusinessHoursConfig(slaPolicy, inbox);
+
+        expect(result.working_hours).toEqual({});
+      });
+
+      it('handles undefined values in working hours', () => {
+        const workingHoursWithUndefined = [
+          {
+            day_of_week: 1,
+            open_hour: undefined,
+            open_minutes: undefined,
+            close_hour: undefined,
+            close_minutes: undefined,
+            closed_all_day: false,
+          },
+        ];
+
+        const slaPolicy = { only_during_business_hours: true };
+        const inbox = {
+          working_hours_enabled: true,
+          working_hours: workingHoursWithUndefined,
+        };
+
+        const result = getBusinessHoursConfig(slaPolicy, inbox);
+
+        expect(result.working_hours.mon).toEqual({
+          start: '00:00',
+          finish: '00:00',
+        });
+      });
+
+      it('pads single digit hours and minutes correctly', () => {
+        const workingHoursSingleDigit = [
+          {
+            day_of_week: 3, // Wednesday
+            open_hour: 9,
+            open_minutes: 5,
+            close_hour: 5,
+            close_minutes: 0,
+            closed_all_day: false,
+          },
+        ];
+
+        const slaPolicy = { only_during_business_hours: true };
+        const inbox = {
+          working_hours_enabled: true,
+          working_hours: workingHoursSingleDigit,
+        };
+
+        const result = getBusinessHoursConfig(slaPolicy, inbox);
+
+        expect(result.working_hours.wed).toEqual({
+          start: '09:05',
+          finish: '05:00',
+        });
+      });
+
+      it('handles all days of the week correctly', () => {
+        const fullWeekWorkingHours = [
+          { day_of_week: 0, closed_all_day: true }, // Sunday
+          {
+            day_of_week: 1,
+            open_hour: 9,
+            open_minutes: 0,
+            close_hour: 17,
+            close_minutes: 0,
+            closed_all_day: false,
+          }, // Monday
+          {
+            day_of_week: 2,
+            open_hour: 9,
+            open_minutes: 0,
+            close_hour: 17,
+            close_minutes: 0,
+            closed_all_day: false,
+          }, // Tuesday
+          {
+            day_of_week: 3,
+            open_hour: 9,
+            open_minutes: 0,
+            close_hour: 17,
+            close_minutes: 0,
+            closed_all_day: false,
+          }, // Wednesday
+          {
+            day_of_week: 4,
+            open_hour: 9,
+            open_minutes: 0,
+            close_hour: 17,
+            close_minutes: 0,
+            closed_all_day: false,
+          }, // Thursday
+          {
+            day_of_week: 5,
+            open_hour: 9,
+            open_minutes: 0,
+            close_hour: 17,
+            close_minutes: 0,
+            closed_all_day: false,
+          }, // Friday
+          { day_of_week: 6, closed_all_day: true }, // Saturday
+        ];
+
+        const slaPolicy = { only_during_business_hours: true };
+        const inbox = {
+          working_hours_enabled: true,
+          working_hours: fullWeekWorkingHours,
+        };
+
+        const result = getBusinessHoursConfig(slaPolicy, inbox);
+
+        expect(result.working_hours).toEqual({
+          sun: null,
+          mon: { start: '09:00', finish: '17:00' },
+          tue: { start: '09:00', finish: '17:00' },
+          wed: { start: '09:00', finish: '17:00' },
+          thu: { start: '09:00', finish: '17:00' },
+          fri: { start: '09:00', finish: '17:00' },
+          sat: null,
+        });
+      });
+    });
+  });
+});

app/javascript/dashboard/i18n/locale/en/index.js

@@ -38,6 +38,7 @@ import teamsSettings from './teamsSettings.json';
 import whatsappTemplates from './whatsappTemplates.json';
 import contentTemplates from './contentTemplates.json';
 import mfa from './mfa.json';
+import yearInReview from './yearInReview.json';
 
 export default {
   ...advancedFilters,
@@ -80,4 +81,5 @@ export default {
   ...whatsappTemplates,
   ...contentTemplates,
   ...mfa,
+  ...yearInReview,
 };

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

@@ -234,6 +234,7 @@
     "CONTACT_SUPPORT": "Contact support",
     "SELECTOR_SUBTITLE": "Select an account from the following list",
     "PROFILE_SETTINGS": "Profile settings",
+    "YEAR_IN_REVIEW": "Year in Review",
     "KEYBOARD_SHORTCUTS": "Keyboard shortcuts",
     "APPEARANCE": "Change appearance",
     "SUPER_ADMIN_CONSOLE": "SuperAdmin console",

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

@@ -0,0 +1,64 @@
+{
+  "YEAR_IN_REVIEW": {
+    "TITLE": "Year in Review",
+    "LOADING": "Loading your year in review...",
+    "ERROR": "Failed to load year in review",
+    "CLOSE": "Close",
+    "CONVERSATIONS": {
+      "TITLE": "You have handled",
+      "SUBTITLE": "conversations",
+      "FALLBACK": "This year wasn't about the numbers. It was about showing up.",
+      "COMPARISON": {
+        "0_50": "You showed up, and that's how every good inbox begins.",
+        "50_100": "You kept the replies flowing and the conversations alive.",
+        "100_500": "You handled serious volume and kept everything on track.",
+        "500_2000": "You kept things moving while the volume kept climbing.",
+        "2000_10000": "You ran high traffic through your inbox without breaking a sweat.",
+        "10000_PLUS": "That's a full city of customers knocking on your door. You made it look effortless."
+      }
+    },
+    "BUSIEST_DAY": {
+      "TITLE": "Your busiest day was",
+      "MESSAGE": "{count} conversations that day.",
+      "COMPARISON": {
+        "0_5": "A warm-up lap that barely woke the inbox.",
+        "5_10": "Enough action to justify a second cup of coffee.",
+        "10_25": "Things got busy and the inbox stayed on its toes.",
+        "25_50": "A proper rush that barely broke a sweat.",
+        "50_100": "Controlled chaos, handled like a normal Tuesday.",
+        "100_500": "Absolute dumpster fire, somehow still shipping replies.",
+        "500_PLUS": "The inbox lost all chill and never slowed down."
+      }
+    },
+    "PERSONALITY": {
+      "TITLE": "Your support personality is",
+      "MESSAGES": {
+        "SWIFT_HELPER": "You replied in {time} on average. Faster than most notifications.",
+        "QUICK_RESPONDER": "You replied in {time} on average. The inbox barely waited.",
+        "STEADY_SUPPORT": "You replied in {time} on average. Calm pace, solid replies.",
+        "THOUGHTFUL_ADVISOR": "You replied in {time} on average. Took the time to get it right."
+      }
+    },
+    "THANK_YOU": {
+      "TITLE": "Congratulations on surviving the inbox of {year}.",
+      "MESSAGE": "Thank you for your incredible dedication to supporting customers throughout this year. Your hard work has made a real difference, and we're grateful to have you on this journey. Here's to making {nextYear} even better together!"
+    },
+    "SHARE_MODAL": {
+      "TITLE": "Share Your Year in Review",
+      "PREPARING": "Preparing your image...",
+      "DOWNLOAD": "Download",
+      "SHARE_TITLE": "My {year} Year in Review",
+      "SHARE_TEXT": "Check out my {year} Year in Review with Chatwoot!",
+      "BRANDING": "Made with Chatwoot"
+    },
+    "BANNER": {
+      "TITLE": "Your {year} Year in Review is here",
+      "BUTTON": "See your impact"
+    },
+    "NAVIGATION": {
+      "PREVIOUS": "Previous",
+      "NEXT": "Next",
+      "SHARE": "Share"
+    }
+  }
+}

app/javascript/shared/components/ResizableTextArea.vue

@@ -111,10 +111,15 @@ export default {
     // watcher, this means that if the value is true, the signature
     // is supposed to be added, else we remove it.
     toggleSignatureInEditor(signatureEnabled) {
-      const valueWithSignature = signatureEnabled
+      let valueWithSignature = signatureEnabled
         ? appendSignature(this.modelValue, this.cleanedSignature)
         : removeSignature(this.modelValue, this.cleanedSignature);
 
+      // Clean up whitespace when removing signature from empty body
+      if (!signatureEnabled && !valueWithSignature.trim()) {
+        valueWithSignature = '';
+      }
+
       this.$emit('update:modelValue', valueWithSignature);
       this.$emit('input', valueWithSignature);
 

app/jobs/delete_object_job.rb

@@ -2,10 +2,6 @@ class DeleteObjectJob < ApplicationJob
   queue_as :low
 
   BATCH_SIZE = 5_000
-  HEAVY_ASSOCIATIONS = {
-    Account => %i[conversations contacts inboxes reporting_events],
-    Inbox => %i[conversations contact_inboxes reporting_events]
-  }.freeze
 
   def perform(object, user = nil, ip = nil)
     # Pre-purge heavy associations for large objects to avoid
@@ -19,11 +15,18 @@ class DeleteObjectJob < ApplicationJob
 
   private
 
+  def heavy_associations
+    {
+      Account => %i[conversations contacts inboxes reporting_events],
+      Inbox => %i[conversations contact_inboxes reporting_events]
+    }.freeze
+  end
+
   def purge_heavy_associations(object)
-    klass = HEAVY_ASSOCIATIONS.keys.find { |k| object.is_a?(k) }
+    klass = heavy_associations.keys.find { |k| object.is_a?(k) }
     return unless klass
 
-    HEAVY_ASSOCIATIONS[klass].each do |assoc|
+    heavy_associations[klass].each do |assoc|
       next unless object.respond_to?(assoc)
 
       batch_destroy(object.public_send(assoc))

app/models/message.rb

@@ -254,6 +254,21 @@ class Message < ApplicationRecord
     Messages::SearchDataPresenter.new(self).search_data
   end
 
+  # Returns message content suitable for LLM consumption
+  # Falls back to audio transcription or attachment placeholder when content is nil
+  def content_for_llm
+    return content if content.present?
+
+    audio_transcription = attachments
+                          .where(file_type: :audio)
+                          .filter_map { |att| att.meta&.dig('transcribed_text') }
+                          .join(' ')
+                          .presence
+    return "[Voice Message] #{audio_transcription}" if audio_transcription.present?
+
+    '[Attachment]' if attachments.any?
+  end
+
   private
 
   def prevent_message_flooding

app/services/llm_formatter/conversation_llm_formatter.rb

@@ -48,7 +48,7 @@ class LlmFormatter::ConversationLlmFormatter < LlmFormatter::DefaultLlmFormatter
                'Bot'
              end
     sender = "[Private Note] #{sender}" if message.private?
-    "#{sender}: #{message.content}\n"
+    "#{sender}: #{message.content_for_llm}\n"
   end
 
   def build_attributes

app/services/message_templates/template/out_of_office.rb

@@ -1,6 +1,14 @@
 class MessageTemplates::Template::OutOfOffice
   pattr_initialize [:conversation!]
 
+  def self.perform_if_applicable(conversation)
+    inbox = conversation.inbox
+    return unless inbox.out_of_office?
+    return if inbox.out_of_office_message.blank?
+
+    new(conversation: conversation).perform
+  end
+
   def perform
     ActiveRecord::Base.transaction do
       conversation.messages.create!(out_of_office_message_params)

app/services/messages/markdown_renderer_service.rb

@@ -47,13 +47,19 @@ class Messages::MarkdownRendererService
   end
 
   def render_telegram_html
+    # Strip whitespace from whitespace-only lines to normalize newlines
+    normalized_content = @content.gsub(/^[ \t]+$/m, '')
+    content_with_preserved_newlines = preserve_multiple_newlines(normalized_content)
     renderer = Messages::MarkdownRenderers::TelegramRenderer.new
-    doc = CommonMarker.render_doc(@content, [:STRIKETHROUGH_DOUBLE_TILDE], [:strikethrough])
-    renderer.render(doc).gsub(/\n+\z/, '')
+    doc = CommonMarker.render_doc(content_with_preserved_newlines, [:STRIKETHROUGH_DOUBLE_TILDE], [:strikethrough])
+    result = renderer.render(doc).gsub(/\n+\z/, '')
+    restore_multiple_newlines(result)
   end
 
   def render_whatsapp
-    content_with_preserved_newlines = preserve_multiple_newlines(@content)
+    # Strip whitespace from whitespace-only lines to normalize newlines
+    normalized_content = @content.gsub(/^[ \t]+$/m, '')
+    content_with_preserved_newlines = preserve_multiple_newlines(normalized_content)
     renderer = Messages::MarkdownRenderers::WhatsAppRenderer.new
     doc = CommonMarker.render_doc(content_with_preserved_newlines, [:DEFAULT, :STRIKETHROUGH_DOUBLE_TILDE])
     result = renderer.render(doc).gsub(/\n+\z/, '')
@@ -61,7 +67,9 @@ class Messages::MarkdownRendererService
   end
 
   def render_instagram
-    content_with_preserved_newlines = preserve_multiple_newlines(@content)
+    # Strip whitespace from whitespace-only lines to normalize newlines
+    normalized_content = @content.gsub(/^[ \t]+$/m, '')
+    content_with_preserved_newlines = preserve_multiple_newlines(normalized_content)
     renderer = Messages::MarkdownRenderers::InstagramRenderer.new
     doc = CommonMarker.render_doc(content_with_preserved_newlines, [:DEFAULT, :STRIKETHROUGH_DOUBLE_TILDE])
     result = renderer.render(doc).gsub(/\n+\z/, '')
@@ -69,7 +77,9 @@ class Messages::MarkdownRendererService
   end
 
   def render_line
-    content_with_preserved_newlines = preserve_multiple_newlines(@content)
+    # Strip whitespace from whitespace-only lines to normalize newlines
+    normalized_content = @content.gsub(/^[ \t]+$/m, '')
+    content_with_preserved_newlines = preserve_multiple_newlines(normalized_content)
     renderer = Messages::MarkdownRenderers::LineRenderer.new
     doc = CommonMarker.render_doc(content_with_preserved_newlines, [:DEFAULT, :STRIKETHROUGH_DOUBLE_TILDE])
     result = renderer.render(doc).gsub(/\n+\z/, '')
@@ -77,17 +87,19 @@ class Messages::MarkdownRendererService
   end
 
   def render_plain_text
-    content_with_preserved_newlines = preserve_multiple_newlines(@content)
+    # Strip whitespace from whitespace-only lines to normalize newlines
+    normalized_content = @content.gsub(/^[ \t]+$/m, '')
+    content_with_preserved_newlines = preserve_multiple_newlines(normalized_content)
     renderer = Messages::MarkdownRenderers::PlainTextRenderer.new
     doc = CommonMarker.render_doc(content_with_preserved_newlines, [:DEFAULT, :STRIKETHROUGH_DOUBLE_TILDE])
     result = renderer.render(doc).gsub(/\n+\z/, '')
     restore_multiple_newlines(result)
   end
 
-  # Preserve multiple consecutive newlines (3+) by replacing them with placeholders
-  # Standard markdown treats 2 newlines as paragraph break, we preserve 3+
+  # Preserve multiple consecutive newlines (2+) by replacing them with placeholders
+  # Standard markdown treats 2 newlines as paragraph break which collapses to 1 newline, we preserve 2+
   def preserve_multiple_newlines(content)
-    content.gsub(/\n{3,}/) do |match|
+    content.gsub(/\n{2,}/) do |match|
       "{{PRESERVE_#{match.length}_NEWLINES}}"
     end
   end

app/services/whatsapp/csat_template_name_service.rb

@@ -0,0 +1,49 @@
+class Whatsapp::CsatTemplateNameService
+  CSAT_BASE_NAME = 'customer_satisfaction_survey'.freeze
+
+  # Generates template names like: customer_satisfaction_survey_{inbox_id}_{version_number}
+
+  def self.csat_template_name(inbox_id, version = nil)
+    base_name = csat_base_name_for_inbox(inbox_id)
+    version ? "#{base_name}_#{version}" : base_name
+  end
+
+  def self.extract_version(template_name, inbox_id)
+    return nil if template_name.blank?
+
+    pattern = versioned_pattern_for_inbox(inbox_id)
+    match = template_name.match(pattern)
+    match ? match[1].to_i : nil
+  end
+
+  def self.generate_next_template_name(base_name, inbox_id, current_template_name)
+    return base_name if current_template_name.blank?
+
+    current_version = extract_version(current_template_name, inbox_id)
+    next_version = current_version ? current_version + 1 : 1
+    csat_template_name(inbox_id, next_version)
+  end
+
+  def self.matches_csat_pattern?(template_name, inbox_id)
+    return false if template_name.blank?
+
+    base_pattern = base_pattern_for_inbox(inbox_id)
+    versioned_pattern = versioned_pattern_for_inbox(inbox_id)
+
+    template_name.match?(base_pattern) || template_name.match?(versioned_pattern)
+  end
+
+  def self.csat_base_name_for_inbox(inbox_id)
+    "#{CSAT_BASE_NAME}_#{inbox_id}"
+  end
+
+  def self.base_pattern_for_inbox(inbox_id)
+    /^#{CSAT_BASE_NAME}_#{inbox_id}$/
+  end
+
+  def self.versioned_pattern_for_inbox(inbox_id)
+    /^#{CSAT_BASE_NAME}_#{inbox_id}_(\d+)$/
+  end
+
+  private_class_method :csat_base_name_for_inbox, :base_pattern_for_inbox, :versioned_pattern_for_inbox
+end

app/services/whatsapp/csat_template_service.rb

@@ -0,0 +1,139 @@
+class Whatsapp::CsatTemplateService
+  DEFAULT_BUTTON_TEXT = 'Please rate us'.freeze
+  DEFAULT_LANGUAGE = 'en'.freeze
+  WHATSAPP_API_VERSION = 'v14.0'.freeze
+  TEMPLATE_CATEGORY = 'MARKETING'.freeze
+  TEMPLATE_STATUS_PENDING = 'PENDING'.freeze
+
+  def initialize(whatsapp_channel)
+    @whatsapp_channel = whatsapp_channel
+  end
+
+  def create_template(template_config)
+    base_name = template_config[:template_name]
+    template_name = generate_template_name(base_name)
+    template_config_with_name = template_config.merge(template_name: template_name)
+    request_body = build_template_request_body(template_config_with_name)
+    response = send_template_creation_request(request_body)
+    process_template_creation_response(response, template_config_with_name)
+  end
+
+  def delete_template(template_name = nil)
+    template_name ||= Whatsapp::CsatTemplateNameService.csat_template_name(@whatsapp_channel.inbox.id)
+    response = HTTParty.delete(
+      "#{business_account_path}/message_templates?name=#{template_name}",
+      headers: api_headers
+    )
+    { success: response.success?, response_body: response.body }
+  end
+
+  def get_template_status(template_name)
+    response = HTTParty.get("#{business_account_path}/message_templates?name=#{template_name}", headers: api_headers)
+
+    if response.success? && response['data']&.any?
+      template_data = response['data'].first
+      {
+        success: true,
+        template: {
+          id: template_data['id'], name: template_data['name'],
+          status: template_data['status'], language: template_data['language']
+        }
+      }
+    else
+      { success: false, error: 'Template not found' }
+    end
+  rescue StandardError => e
+    Rails.logger.error "Error fetching template status: #{e.message}"
+    { success: false, error: e.message }
+  end
+
+  private
+
+  def generate_template_name(base_name)
+    current_template_name = current_template_name_from_config
+    Whatsapp::CsatTemplateNameService.generate_next_template_name(base_name, @whatsapp_channel.inbox.id, current_template_name)
+  end
+
+  def current_template_name_from_config
+    @whatsapp_channel.inbox.csat_config&.dig('template', 'name')
+  end
+
+  def build_template_request_body(template_config)
+    {
+      name: template_config[:template_name],
+      language: template_config[:language] || DEFAULT_LANGUAGE,
+      category: TEMPLATE_CATEGORY,
+      components: build_template_components(template_config)
+    }
+  end
+
+  def build_template_components(template_config)
+    [
+      build_body_component(template_config[:message]),
+      build_buttons_component(template_config)
+    ]
+  end
+
+  def build_body_component(message)
+    {
+      type: 'BODY',
+      text: message
+    }
+  end
+
+  def build_buttons_component(template_config)
+    {
+      type: 'BUTTONS',
+      buttons: [
+        {
+          type: 'URL',
+          text: template_config[:button_text] || DEFAULT_BUTTON_TEXT,
+          url: "#{template_config[:base_url]}/survey/responses/{{1}}",
+          example: ['12345']
+        }
+      ]
+    }
+  end
+
+  def send_template_creation_request(request_body)
+    HTTParty.post(
+      "#{business_account_path}/message_templates",
+      headers: api_headers,
+      body: request_body.to_json
+    )
+  end
+
+  def process_template_creation_response(response, template_config = {})
+    if response.success?
+      {
+        success: true,
+        template_id: response['id'],
+        template_name: response['name'] || template_config[:template_name],
+        language: template_config[:language] || DEFAULT_LANGUAGE,
+        status: TEMPLATE_STATUS_PENDING
+      }
+    else
+      Rails.logger.error "WhatsApp template creation failed: #{response.code} - #{response.body}"
+      {
+        success: false,
+        error: 'Template creation failed',
+        response_body: response.body
+      }
+    end
+  end
+
+  def business_account_path
+    "#{api_base_path}/#{WHATSAPP_API_VERSION}/#{@whatsapp_channel.provider_config['business_account_id']}"
+  end
+
+  def api_headers
+    {
+      'Authorization' => "Bearer #{@whatsapp_channel.provider_config['api_key']}",
+      'Content-Type' => 'application/json'
+    }
+  end
+
+  def api_base_path
+    ENV.fetch('WHATSAPP_CLOUD_BASE_URL', 'https://graph.facebook.com')
+  end
+end

app/services/whatsapp/providers/whatsapp_cloud_service.rb

@@ -62,12 +62,31 @@ class Whatsapp::Providers::WhatsappCloudService < Whatsapp::Providers::BaseServi
     { 'Authorization' => "Bearer #{whatsapp_channel.provider_config['api_key']}", 'Content-Type' => 'application/json' }
   end
 
+  def create_csat_template(template_config)
+    csat_template_service.create_template(template_config)
+  end
+
+  def delete_csat_template(template_name = nil)
+    template_name ||= Whatsapp::CsatTemplateNameService.csat_template_name(whatsapp_channel.inbox.id)
+    csat_template_service.delete_template(template_name)
+  end
+
+  def get_template_status(template_name)
+    csat_template_service.get_template_status(template_name)
+  end
+
   def media_url(media_id, phone_number_id = nil)
     url = "#{api_base_path}/v13.0/#{media_id}"
     url += "?phone_number_id=#{phone_number_id}" if phone_number_id
     url
   end
 
+  private
+
+  def csat_template_service
+    @csat_template_service ||= Whatsapp::CsatTemplateService.new(whatsapp_channel)
+  end
+
   def api_base_path
     ENV.fetch('WHATSAPP_CLOUD_BASE_URL', 'https://graph.facebook.com')
   end

config/initializers/ai_agents.rb

@@ -4,8 +4,8 @@ require 'agents'
 
 Rails.application.config.after_initialize do
   api_key = InstallationConfig.find_by(name: 'CAPTAIN_OPEN_AI_API_KEY')&.value
-  model = InstallationConfig.find_by(name: 'CAPTAIN_OPEN_AI_MODEL')&.value.presence || OpenAiConstants::DEFAULT_MODEL
-  api_endpoint = InstallationConfig.find_by(name: 'CAPTAIN_OPEN_AI_ENDPOINT')&.value || OpenAiConstants::DEFAULT_ENDPOINT
+  model = InstallationConfig.find_by(name: 'CAPTAIN_OPEN_AI_MODEL')&.value.presence || LlmConstants::DEFAULT_MODEL
+  api_endpoint = InstallationConfig.find_by(name: 'CAPTAIN_OPEN_AI_ENDPOINT')&.value || LlmConstants::OPENAI_API_ENDPOINT
 
   if api_key.present?
     Agents.configure do |config|

config/routes.rb

@@ -203,7 +203,15 @@ Rails.application.routes.draw do
             delete :avatar, on: :member
             post :sync_templates, on: :member
             get :health, on: :member
+            if ChatwootApp.enterprise?
+              resource :conference, only: %i[create destroy], controller: 'conference' do
+                get :token, on: :member
+              end
+            end
+
+            resource :csat_template, only: [:show, :create], controller: 'inbox_csat_templates'
           end
+
           resources :inbox_members, only: [:create, :show], param: :inbox_id do
             collection do
               delete :destroy
@@ -417,6 +425,7 @@ Rails.application.routes.draw do
               get :bot_metrics
             end
           end
+          resource :year_in_review, only: [:show]
           resources :live_reports, only: [] do
             collection do
               get :conversation_metrics
@@ -548,13 +557,9 @@ Rails.application.routes.draw do
     resources :delivery_status, only: [:create]
 
     if ChatwootApp.enterprise?
-      resource :voice, only: [], controller: 'voice' do
-        collection do
-          post 'call/:phone', action: :call_twiml
-          post 'status/:phone', action: :status
-          post 'conference_status/:phone', action: :conference_status
-        end
-      end
+      post 'voice/call/:phone', to: 'voice#call_twiml', as: :voice_call
+      post 'voice/status/:phone', to: 'voice#status', as: :voice_status
+      post 'voice/conference_status/:phone', to: 'voice#conference_status', as: :voice_conference_status
     end
   end
 

enterprise/app/controllers/api/v1/accounts/conference_controller.rb

@@ -0,0 +1,58 @@
+class Api::V1::Accounts::ConferenceController < Api::V1::Accounts::BaseController
+  before_action :set_voice_inbox_for_conference
+
+  def token
+    render json: Voice::Provider::Twilio::TokenService.new(
+      inbox: @voice_inbox,
+      user: Current.user,
+      account: Current.account
+    ).generate
+  end
+
+  def create
+    conversation = fetch_conversation_by_display_id
+    ensure_call_sid!(conversation)
+
+    conference_service = Voice::Provider::Twilio::ConferenceService.new(conversation: conversation)
+    conference_sid = conference_service.ensure_conference_sid
+    conference_service.mark_agent_joined(user: current_user)
+
+    render json: {
+      status: 'success',
+      id: conversation.display_id,
+      conference_sid: conference_sid,
+      using_webrtc: true
+    }
+  end
+
+  def destroy
+    conversation = fetch_conversation_by_display_id
+    Voice::Provider::Twilio::ConferenceService.new(conversation: conversation).end_conference
+    render json: { status: 'success', id: conversation.display_id }
+  end
+
+  private
+
+  def ensure_call_sid!(conversation)
+    return conversation.identifier if conversation.identifier.present?
+
+    incoming_sid = params.require(:call_sid)
+
+    conversation.update!(identifier: incoming_sid)
+    incoming_sid
+  end
+
+  def set_voice_inbox_for_conference
+    @voice_inbox = Current.account.inboxes.find(params[:inbox_id])
+    authorize @voice_inbox, :show?
+  end
+
+  def fetch_conversation_by_display_id
+    cid = params[:conversation_id]
+    raise ActiveRecord::RecordNotFound, 'conversation_id required' if cid.blank?
+
+    conversation = @voice_inbox.conversations.find_by!(display_id: cid)
+    authorize conversation, :show?
+    conversation
+  end
+end

enterprise/app/controllers/api/v1/accounts/sla_policies_controller.rb

@@ -17,7 +17,7 @@ class Api::V1::Accounts::SlaPoliciesController < Api::V1::Accounts::EnterpriseAc
   end
 
   def destroy
-    @sla_policy.destroy!
+    ::DeleteObjectJob.perform_later(@sla_policy, Current.user, request.ip) if @sla_policy.present?
     head :ok
   end
 

enterprise/app/controllers/enterprise/public/api/v1/portals/articles_controller.rb

@@ -3,7 +3,7 @@ module Enterprise::Public::Api::V1::Portals::ArticlesController
 
   def search_articles
     if @portal.account.feature_enabled?('help_center_embedding_search')
-      @articles = @articles.vector_search(list_params) if list_params[:query].present?
+      @articles = @articles.vector_search(list_params.merge(account_id: @portal.account_id)) if list_params[:query].present?
     else
       super
     end

enterprise/app/controllers/twilio/voice_controller.rb

@@ -151,9 +151,8 @@ class Twilio::VoiceController < ApplicationController
   end
 
   def conference_status_callback_url
-    host = ENV.fetch('FRONTEND_URL', '')
     phone_digits = inbox_channel.phone_number.delete_prefix('+')
-    "#{host}/twilio/voice/conference_status/#{phone_digits}"
+    Rails.application.routes.url_helpers.twilio_voice_conference_status_url(phone: phone_digits)
   end
 
   def find_conversation_for_conference!(friendly_name:, call_sid:)

enterprise/app/helpers/captain/chat_helper.rb

@@ -21,20 +21,18 @@ module Captain::ChatHelper
 
   def build_chat
     llm_chat = chat(model: @model, temperature: temperature)
-    llm_chat.with_params(response_format: { type: 'json_object' })
+    llm_chat = llm_chat.with_params(response_format: { type: 'json_object' })
 
     llm_chat = setup_tools(llm_chat)
-    setup_system_instructions(llm_chat)
+    llm_chat = setup_system_instructions(llm_chat)
     setup_event_handlers(llm_chat)
-
-    llm_chat
   end
 
-  def setup_tools(chat)
+  def setup_tools(llm_chat)
     @tools&.each do |tool|
-      chat.with_tool(tool)
+      llm_chat = llm_chat.with_tool(tool)
     end
-    chat
+    llm_chat
   end
 
   def setup_system_instructions(chat)

enterprise/app/jobs/captain/conversation/response_builder_job.rb

@@ -87,10 +87,15 @@ class Captain::Conversation::ResponseBuilderJob < ApplicationJob
       I18n.with_locale(@assistant.account.locale) do
         create_handoff_message
         @conversation.bot_handoff!
+        send_out_of_office_message_if_applicable
       end
     end
   end
 
+  def send_out_of_office_message_if_applicable
+    ::MessageTemplates::Template::OutOfOffice.perform_if_applicable(@conversation)
+  end
+
   def create_handoff_message
     create_outgoing_message(
       @assistant.config['handoff_message'].presence || I18n.t('conversations.captain.handoff')

enterprise/app/jobs/captain/documents/response_builder_job.rb

@@ -26,7 +26,7 @@ class Captain::Documents::ResponseBuilderJob < ApplicationJob
   end
 
   def generate_standard_faqs(document)
-    Captain::Llm::FaqGeneratorService.new(document.content, document.account.locale_english_name).generate
+    Captain::Llm::FaqGeneratorService.new(document.content, document.account.locale_english_name, account_id: document.account_id).generate
   end
 
   def build_paginated_service(document, options)

enterprise/app/jobs/captain/llm/update_embedding_job.rb

@@ -2,7 +2,8 @@ class Captain::Llm::UpdateEmbeddingJob < ApplicationJob
   queue_as :low
 
   def perform(record, content)
-    embedding = Captain::Llm::EmbeddingService.new.get_embedding(content)
+    account_id = record.account_id
+    embedding = Captain::Llm::EmbeddingService.new(account_id: account_id).get_embedding(content)
     record.update!(embedding: embedding)
   end
 end

enterprise/app/jobs/enterprise/delete_object_job.rb

@@ -1,10 +1,18 @@
 module Enterprise::DeleteObjectJob
+  private
+
+  def heavy_associations
+    super.merge(
+      SlaPolicy => %i[applied_slas]
+    ).freeze
+  end
+
   def process_post_deletion_tasks(object, user, ip)
     create_audit_entry(object, user, ip)
   end
 
   def create_audit_entry(object, user, ip)
-    return unless %w[Inbox Conversation].include?(object.class.to_s) && user.present?
+    return unless %w[Inbox Conversation SlaPolicy].include?(object.class.to_s) && user.present?
 
     Enterprise::AuditLog.create(
       auditable: object,

enterprise/app/models/article_embedding.rb

@@ -19,6 +19,8 @@ class ArticleEmbedding < ApplicationRecord
 
   after_commit :update_response_embedding
 
+  delegate :account_id, to: :article
+
   private
 
   def update_response_embedding

enterprise/app/models/captain/assistant_response.rb

@@ -44,8 +44,8 @@ class Captain::AssistantResponse < ApplicationRecord
 
   enum status: { pending: 0, approved: 1 }
 
-  def self.search(query)
-    embedding = Captain::Llm::EmbeddingService.new.get_embedding(query)
+  def self.search(query, account_id: nil)
+    embedding = Captain::Llm::EmbeddingService.new(account_id: account_id).get_embedding(query)
     nearest_neighbors(:embedding, embedding, distance: 'cosine').limit(5)
   end
 

enterprise/app/models/channel/voice.rb

@@ -42,11 +42,13 @@ class Channel::Voice < ApplicationRecord
     false
   end
 
-  def initiate_call(to:)
+  def initiate_call(to:, conference_sid: nil, agent_id: nil)
     case provider
     when 'twilio'
-      Voice::Provider::TwilioAdapter.new(self).initiate_call(
-        to: to
+      Voice::Provider::Twilio::Adapter.new(self).initiate_call(
+        to: to,
+        conference_sid: conference_sid,
+        agent_id: agent_id
       )
     else
       raise "Unsupported voice provider: #{provider}"
@@ -56,12 +58,12 @@ class Channel::Voice < ApplicationRecord
   # Public URLs used to configure Twilio webhooks
   def voice_call_webhook_url
     digits = phone_number.delete_prefix('+')
-    "#{ENV.fetch('FRONTEND_URL', nil)}/twilio/voice/call/#{digits}"
+    Rails.application.routes.url_helpers.twilio_voice_call_url(phone: digits)
   end
 
   def voice_status_webhook_url
     digits = phone_number.delete_prefix('+')
-    "#{ENV.fetch('FRONTEND_URL', nil)}/twilio/voice/status/#{digits}"
+    Rails.application.routes.url_helpers.twilio_voice_status_url(phone: digits)
   end
 
   private
@@ -87,7 +89,6 @@ class Channel::Voice < ApplicationRecord
       errors.add(:provider_config, "#{key} is required for Twilio provider") if config[key].blank?
     end
   end
-  # twilio_client and initiate_twilio_call moved to Voice::Provider::TwilioAdapter
 
   def provider_config_hash
     if provider_config.is_a?(Hash)

enterprise/app/models/concerns/agentable.rb

@@ -43,7 +43,7 @@ module Concerns::Agentable
   end
 
   def agent_model
-    InstallationConfig.find_by(name: 'CAPTAIN_OPEN_AI_MODEL')&.value.presence || OpenAiConstants::DEFAULT_MODEL
+    InstallationConfig.find_by(name: 'CAPTAIN_OPEN_AI_MODEL')&.value.presence || LlmConstants::DEFAULT_MODEL
   end
 
   def agent_response_schema

enterprise/app/models/concerns/toolable.rb

@@ -66,6 +66,31 @@ module Concerns::Toolable
     [auth_config['username'], auth_config['password']]
   end
 
+  def build_metadata_headers(state)
+    {}.tap do |headers|
+      add_base_headers(headers, state)
+      add_conversation_headers(headers, state[:conversation]) if state[:conversation]
+      add_contact_headers(headers, state[:contact]) if state[:contact]
+    end
+  end
+
+  def add_base_headers(headers, state)
+    headers['X-Chatwoot-Account-Id'] = state[:account_id].to_s if state[:account_id]
+    headers['X-Chatwoot-Assistant-Id'] = state[:assistant_id].to_s if state[:assistant_id]
+    headers['X-Chatwoot-Tool-Slug'] = slug if slug.present?
+  end
+
+  def add_conversation_headers(headers, conversation)
+    headers['X-Chatwoot-Conversation-Id'] = conversation[:id].to_s if conversation[:id]
+    headers['X-Chatwoot-Conversation-Display-Id'] = conversation[:display_id].to_s if conversation[:display_id]
+  end
+
+  def add_contact_headers(headers, contact)
+    headers['X-Chatwoot-Contact-Id'] = contact[:id].to_s if contact[:id]
+    headers['X-Chatwoot-Contact-Email'] = contact[:email].to_s if contact[:email].present?
+    headers['X-Chatwoot-Contact-Phone'] = contact[:phone_number].to_s if contact[:phone_number].present?
+  end
+
   def format_response(raw_response_body)
     return raw_response_body if response_template.blank?
 

enterprise/app/models/enterprise/concerns/article.rb

@@ -11,7 +11,7 @@ module Enterprise::Concerns::Article
     add_article_embedding_association
 
     def self.vector_search(params)
-      embedding = Captain::Llm::EmbeddingService.new.get_embedding(params['query'])
+      embedding = Captain::Llm::EmbeddingService.new(account_id: params[:account_id]).get_embedding(params['query'])
       records = joins(
         :category
       ).search_by_category_slug(

enterprise/app/models/sla_policy.rb

@@ -22,7 +22,7 @@ class SlaPolicy < ApplicationRecord
   validates :name, presence: true
 
   has_many :conversations, dependent: :nullify
-  has_many :applied_slas, dependent: :destroy
+  has_many :applied_slas, dependent: :destroy_async
 
   def push_event_data
     {

enterprise/app/services/captain/llm/contact_attributes_service.rb

@@ -1,4 +1,5 @@
-class Captain::Llm::ContactAttributesService < Llm::LegacyBaseOpenAiService
+class Captain::Llm::ContactAttributesService < Llm::BaseAiService
+  include Integrations::LlmInstrumentation
   def initialize(assistant, conversation)
     super()
     @assistant = assistant
@@ -17,33 +18,38 @@ class Captain::Llm::ContactAttributesService < Llm::LegacyBaseOpenAiService
   attr_reader :content
 
   def generate_attributes
-    response = @client.chat(parameters: chat_parameters)
-    parse_response(response)
-  rescue OpenAI::Error => e
-    Rails.logger.error "OpenAI API Error: #{e.message}"
+    response = instrument_llm_call(instrumentation_params) do
+      chat
+        .with_params(response_format: { type: 'json_object' })
+        .with_instructions(system_prompt)
+        .ask(@content)
+    end
+    parse_response(response.content)
+  rescue RubyLLM::Error => e
+    ChatwootExceptionTracker.new(e, account: @conversation.account).capture_exception
     []
   end
 
-  def chat_parameters
-    prompt = Captain::Llm::SystemPromptsService.attributes_generator
+  def instrumentation_params
     {
+      span_name: 'llm.captain.contact_attributes',
       model: @model,
-      response_format: { type: 'json_object' },
+      temperature: @temperature,
+      account_id: @conversation.account_id,
+      feature_name: 'contact_attributes',
       messages: [
-        {
-          role: 'system',
-          content: prompt
-        },
-        {
-          role: 'user',
-          content: content
-        }
-      ]
+        { role: 'system', content: system_prompt },
+        { role: 'user', content: @content }
+      ],
+      metadata: { assistant_id: @assistant.id, contact_id: @contact.id }
     }
   end
 
-  def parse_response(response)
-    content = response.dig('choices', 0, 'message', 'content')
+  def system_prompt
+    Captain::Llm::SystemPromptsService.attributes_generator
+  end
+
+  def parse_response(content)
     return [] if content.nil?
 
     JSON.parse(content.strip).fetch('attributes', [])

enterprise/app/services/captain/llm/contact_notes_service.rb

@@ -1,4 +1,5 @@
-class Captain::Llm::ContactNotesService < Llm::LegacyBaseOpenAiService
+class Captain::Llm::ContactNotesService < Llm::BaseAiService
+  include Integrations::LlmInstrumentation
   def initialize(assistant, conversation)
     super()
     @assistant = assistant
@@ -18,38 +19,42 @@ class Captain::Llm::ContactNotesService < Llm::LegacyBaseOpenAiService
   attr_reader :content
 
   def generate_notes
-    response = @client.chat(parameters: chat_parameters)
-    parse_response(response)
-  rescue OpenAI::Error => e
-    Rails.logger.error "OpenAI API Error: #{e.message}"
+    response = instrument_llm_call(instrumentation_params) do
+      chat
+        .with_params(response_format: { type: 'json_object' })
+        .with_instructions(system_prompt)
+        .ask(@content)
+    end
+    parse_response(response.content)
+  rescue RubyLLM::Error => e
+    ChatwootExceptionTracker.new(e, account: @conversation.account).capture_exception
     []
   end
 
-  def chat_parameters
-    account_language = @conversation.account.locale_english_name
-    prompt = Captain::Llm::SystemPromptsService.notes_generator(account_language)
-
+  def instrumentation_params
     {
+      span_name: 'llm.captain.contact_notes',
       model: @model,
-      response_format: { type: 'json_object' },
+      temperature: @temperature,
+      account_id: @conversation.account_id,
+      feature_name: 'contact_notes',
       messages: [
-        {
-          role: 'system',
-          content: prompt
-        },
-        {
-          role: 'user',
-          content: content
-        }
-      ]
+        { role: 'system', content: system_prompt },
+        { role: 'user', content: @content }
+      ],
+      metadata: { assistant_id: @assistant.id, contact_id: @contact.id }
     }
   end
 
-  def parse_response(response)
-    content = response.dig('choices', 0, 'message', 'content')
-    return [] if content.nil?
+  def system_prompt
+    account_language = @conversation.account.locale_english_name
+    Captain::Llm::SystemPromptsService.notes_generator(account_language)
+  end
 
-    JSON.parse(content.strip).fetch('notes', [])
+  def parse_response(response)
+    return [] if response.nil?
+
+    JSON.parse(response.strip).fetch('notes', [])
   rescue JSON::ParserError => e
     Rails.logger.error "Error in parsing GPT processed response: #{e.message}"
     []

enterprise/app/services/captain/llm/conversation_faq_service.rb

@@ -1,4 +1,5 @@
-class Captain::Llm::ConversationFaqService < Llm::LegacyBaseOpenAiService
+class Captain::Llm::ConversationFaqService < Llm::BaseAiService
+  include Integrations::LlmInstrumentation
   DISTANCE_THRESHOLD = 0.3
 
   def initialize(assistant, conversation)
@@ -35,7 +36,7 @@ class Captain::Llm::ConversationFaqService < Llm::LegacyBaseOpenAiService
 
     faqs.each do |faq|
       combined_text = "#{faq['question']}: #{faq['answer']}"
-      embedding = Captain::Llm::EmbeddingService.new.get_embedding(combined_text)
+      embedding = Captain::Llm::EmbeddingService.new(account_id: @conversation.account_id).get_embedding(combined_text)
       similar_faqs = find_similar_faqs(embedding)
 
       if similar_faqs.any?
@@ -81,38 +82,43 @@ class Captain::Llm::ConversationFaqService < Llm::LegacyBaseOpenAiService
   end
 
   def generate
-    response = @client.chat(parameters: chat_parameters)
-    parse_response(response)
-  rescue OpenAI::Error => e
-    Rails.logger.error "OpenAI API Error: #{e.message}"
+    response = instrument_llm_call(instrumentation_params) do
+      chat
+        .with_params(response_format: { type: 'json_object' })
+        .with_instructions(system_prompt)
+        .ask(@content)
+    end
+    parse_response(response.content)
+  rescue RubyLLM::Error => e
+    Rails.logger.error "LLM API Error: #{e.message}"
     []
   end
 
-  def chat_parameters
-    account_language = @conversation.account.locale_english_name
-    prompt = Captain::Llm::SystemPromptsService.conversation_faq_generator(account_language)
-
+  def instrumentation_params
     {
+      span_name: 'llm.captain.conversation_faq',
       model: @model,
-      response_format: { type: 'json_object' },
+      temperature: @temperature,
+      account_id: @conversation.account_id,
+      conversation_id: @conversation.id,
+      feature_name: 'conversation_faq',
       messages: [
-        {
-          role: 'system',
-          content: prompt
-        },
-        {
-          role: 'user',
-          content: content
-        }
-      ]
+        { role: 'system', content: system_prompt },
+        { role: 'user', content: @content }
+      ],
+      metadata: { assistant_id: @assistant.id }
     }
   end
 
-  def parse_response(response)
-    content = response.dig('choices', 0, 'message', 'content')
-    return [] if content.nil?
+  def system_prompt
+    account_language = @conversation.account.locale_english_name
+    Captain::Llm::SystemPromptsService.conversation_faq_generator(account_language)
+  end
 
-    JSON.parse(content.strip).fetch('faqs', [])
+  def parse_response(response)
+    return [] if response.nil?
+
+    JSON.parse(response.strip).fetch('faqs', [])
   rescue JSON::ParserError => e
     Rails.logger.error "Error in parsing GPT processed response: #{e.message}"
     []

enterprise/app/services/captain/llm/embedding_service.rb

@@ -1,22 +1,38 @@
-require 'openai'
+class Captain::Llm::EmbeddingService
+  include Integrations::LlmInstrumentation
 
-class Captain::Llm::EmbeddingService < Llm::LegacyBaseOpenAiService
   class EmbeddingsError < StandardError; end
 
-  def self.embedding_model
-    @embedding_model = InstallationConfig.find_by(name: 'CAPTAIN_EMBEDDING_MODEL')&.value.presence || OpenAiConstants::DEFAULT_EMBEDDING_MODEL
+  def initialize(account_id: nil)
+    Llm::Config.initialize!
+    @account_id = account_id
+    @embedding_model = InstallationConfig.find_by(name: 'CAPTAIN_EMBEDDING_MODEL')&.value.presence || LlmConstants::DEFAULT_EMBEDDING_MODEL
   end
 
-  def get_embedding(content, model: self.class.embedding_model)
-    response = @client.embeddings(
-      parameters: {
-        model: model,
-        input: content
-      }
-    )
+  def self.embedding_model
+    InstallationConfig.find_by(name: 'CAPTAIN_EMBEDDING_MODEL')&.value.presence || LlmConstants::DEFAULT_EMBEDDING_MODEL
+  end
 
-    response.dig('data', 0, 'embedding')
-  rescue StandardError => e
+  def get_embedding(content, model: @embedding_model)
+    return [] if content.blank?
+
+    instrument_embedding_call(instrumentation_params(content, model)) do
+      RubyLLM.embed(content, model: model).vectors
+    end
+  rescue RubyLLM::Error => e
+    Rails.logger.error "Embedding API Error: #{e.message}"
     raise EmbeddingsError, "Failed to create an embedding: #{e.message}"
   end
+
+  private
+
+  def instrumentation_params(content, model)
+    {
+      span_name: 'llm.captain.embedding',
+      model: model,
+      input: content,
+      feature_name: 'embedding',
+      account_id: @account_id
+    }
+  end
 end

enterprise/app/services/captain/llm/faq_generator_service.rb

@@ -1,15 +1,24 @@
-class Captain::Llm::FaqGeneratorService < Llm::LegacyBaseOpenAiService
-  def initialize(content, language = 'english')
+class Captain::Llm::FaqGeneratorService < Llm::BaseAiService
+  include Integrations::LlmInstrumentation
+
+  def initialize(content, language = 'english', account_id: nil)
     super()
     @language = language
     @content = content
+    @account_id = account_id
   end
 
   def generate
-    response = @client.chat(parameters: chat_parameters)
-    parse_response(response)
-  rescue OpenAI::Error => e
-    Rails.logger.error "OpenAI API Error: #{e.message}"
+    response = instrument_llm_call(instrumentation_params) do
+      chat
+        .with_params(response_format: { type: 'json_object' })
+        .with_instructions(system_prompt)
+        .ask(@content)
+    end
+
+    parse_response(response.content)
+  rescue RubyLLM::Error => e
+    Rails.logger.error "LLM API Error: #{e.message}"
     []
   end
 
@@ -17,26 +26,25 @@ class Captain::Llm::FaqGeneratorService < Llm::LegacyBaseOpenAiService
 
   attr_reader :content, :language
 
-  def chat_parameters
-    prompt = Captain::Llm::SystemPromptsService.faq_generator(language)
+  def system_prompt
+    Captain::Llm::SystemPromptsService.faq_generator(language)
+  end
+
+  def instrumentation_params
     {
+      span_name: 'llm.captain.faq_generator',
       model: @model,
-      response_format: { type: 'json_object' },
+      temperature: @temperature,
+      feature_name: 'faq_generator',
+      account_id: @account_id,
       messages: [
-        {
-          role: 'system',
-          content: prompt
-        },
-        {
-          role: 'user',
-          content: content
-        }
+        { role: 'system', content: system_prompt },
+        { role: 'user', content: @content }
       ]
     }
   end
 
-  def parse_response(response)
-    content = response.dig('choices', 0, 'message', 'content')
+  def parse_response(content)
     return [] if content.nil?
 
     JSON.parse(content.strip).fetch('faqs', [])

enterprise/app/services/captain/llm/paginated_faq_generator_service.rb

@@ -1,4 +1,6 @@
 class Captain::Llm::PaginatedFaqGeneratorService < Llm::LegacyBaseOpenAiService
+  include Integrations::LlmInstrumentation
+
   # Default pages per chunk - easily configurable
   DEFAULT_PAGES_PER_CHUNK = 10
   MAX_ITERATIONS = 20 # Safety limit to prevent infinite loops
@@ -13,7 +15,7 @@ class Captain::Llm::PaginatedFaqGeneratorService < Llm::LegacyBaseOpenAiService
     @max_pages = options[:max_pages] # Optional limit from UI
     @total_pages_processed = 0
     @iterations_completed = 0
-    @model = OpenAiConstants::PDF_PROCESSING_MODEL
+    @model = LlmConstants::PDF_PROCESSING_MODEL
   end
 
   def generate
@@ -43,7 +45,19 @@ class Captain::Llm::PaginatedFaqGeneratorService < Llm::LegacyBaseOpenAiService
   private
 
   def generate_standard_faqs
-    response = @client.chat(parameters: standard_chat_parameters)
+    params = standard_chat_parameters
+    instrumentation_params = {
+      span_name: 'llm.faq_generation',
+      account_id: @document&.account_id,
+      feature_name: 'faq_generation',
+      model: @model,
+      messages: params[:messages]
+    }
+
+    response = instrument_llm_call(instrumentation_params) do
+      @client.chat(parameters: params)
+    end
+
     parse_response(response)
   rescue OpenAI::Error => e
     Rails.logger.error I18n.t('captain.documents.openai_api_error', error: e.message)
@@ -84,7 +98,13 @@ class Captain::Llm::PaginatedFaqGeneratorService < Llm::LegacyBaseOpenAiService
 
   def process_page_chunk(start_page, end_page)
     params = build_chunk_parameters(start_page, end_page)
-    response = @client.chat(parameters: params)
+
+    instrumentation_params = build_instrumentation_params(params, start_page, end_page)
+
+    response = instrument_llm_call(instrumentation_params) do
+      @client.chat(parameters: params)
+    end
+
     result = parse_chunk_response(response)
     { faqs: result['faqs'] || [], has_content: result['has_content'] != false }
   rescue OpenAI::Error => e
@@ -180,21 +200,26 @@ class Captain::Llm::PaginatedFaqGeneratorService < Llm::LegacyBaseOpenAiService
   def similarity_score(str1, str2)
     words1 = str1.downcase.split(/\W+/).reject(&:empty?)
     words2 = str2.downcase.split(/\W+/).reject(&:empty?)
-
     common_words = words1 & words2
     total_words = (words1 + words2).uniq.size
-
     return 0 if total_words.zero?
 
     common_words.size.to_f / total_words
   end
 
-  def determine_stop_reason(last_chunk_result)
-    return 'Maximum iterations reached' if @iterations_completed >= MAX_ITERATIONS
-    return 'Maximum pages processed' if @max_pages && @total_pages_processed >= @max_pages
-    return 'No content found in last chunk' if last_chunk_result[:faqs].empty?
-    return 'End of document reached' if last_chunk_result[:has_content] == false
-
-    'Unknown'
+  def build_instrumentation_params(params, start_page, end_page)
+    {
+      span_name: 'llm.paginated_faq_generation',
+      account_id: @document&.account_id,
+      feature_name: 'paginated_faq_generation',
+      model: @model,
+      messages: params[:messages],
+      metadata: {
+        document_id: @document&.id,
+        start_page: start_page,
+        end_page: end_page,
+        iteration: @iterations_completed + 1
+      }
+    }
   end
 end

enterprise/app/services/captain/llm/pdf_processing_service.rb

@@ -1,4 +1,6 @@
 class Captain::Llm::PdfProcessingService < Llm::LegacyBaseOpenAiService
+  include Integrations::LlmInstrumentation
+
   def initialize(document)
     super()
     @document = document
@@ -19,13 +21,30 @@ class Captain::Llm::PdfProcessingService < Llm::LegacyBaseOpenAiService
 
   def upload_pdf_to_openai
     with_tempfile do |temp_file|
-      response = @client.files.upload(
-        parameters: {
-          file: temp_file,
-          purpose: 'assistants'
-        }
-      )
-      response['id']
+      instrument_file_upload do
+        response = @client.files.upload(
+          parameters: {
+            file: temp_file,
+            purpose: 'assistants'
+          }
+        )
+        response['id']
+      end
+    end
+  end
+
+  def instrument_file_upload(&)
+    return yield unless ChatwootApp.otel_enabled?
+
+    tracer.in_span('llm.file.upload') do |span|
+      span.set_attribute('gen_ai.provider', 'openai')
+      span.set_attribute('file.purpose', 'assistants')
+      span.set_attribute(ATTR_LANGFUSE_USER_ID, document.account_id.to_s)
+      span.set_attribute(ATTR_LANGFUSE_TAGS, ['pdf_upload'].to_json)
+      span.set_attribute(format(ATTR_LANGFUSE_METADATA, 'document_id'), document.id.to_s)
+      file_id = yield
+      span.set_attribute('file.id', file_id) if file_id
+      file_id
     end
   end
 

enterprise/app/services/captain/onboarding/website_analyzer_service.rb

@@ -1,4 +1,5 @@
-class Captain::Onboarding::WebsiteAnalyzerService < Llm::LegacyBaseOpenAiService
+class Captain::Onboarding::WebsiteAnalyzerService < Llm::BaseAiService
+  include Integrations::LlmInstrumentation
   MAX_CONTENT_LENGTH = 8000
 
   def initialize(website_url)
@@ -57,19 +58,29 @@ class Captain::Onboarding::WebsiteAnalyzerService < Llm::LegacyBaseOpenAiService
   end
 
   def extract_business_info
-    prompt = build_analysis_prompt
+    response = instrument_llm_call(instrumentation_params) do
+      chat
+        .with_params(response_format: { type: 'json_object' }, max_tokens: 1000)
+        .with_temperature(0.1)
+        .with_instructions(build_analysis_prompt)
+        .ask(@website_content)
+    end
 
-    response = client.chat(
-      parameters: {
-        model: model,
-        messages: [{ role: 'user', content: prompt }],
-        response_format: { type: 'json_object' },
-        temperature: 0.1,
-        max_tokens: 1000
-      }
-    )
+    parse_llm_response(response.content)
+  end
 
-    parse_llm_response(response.dig('choices', 0, 'message', 'content'))
+  def instrumentation_params
+    {
+      span_name: 'llm.captain.website_analyzer',
+      model: @model,
+      temperature: 0.1,
+      feature_name: 'website_analyzer',
+      messages: [
+        { role: 'system', content: build_analysis_prompt },
+        { role: 'user', content: @website_content }
+      ],
+      metadata: { website_url: @website_url }
+    }
   end
 
   def build_analysis_prompt
@@ -95,7 +106,7 @@ class Captain::Onboarding::WebsiteAnalyzerService < Llm::LegacyBaseOpenAiService
   end
 
   def parse_llm_response(response_text)
-    parsed_response = JSON.parse(response_text)
+    parsed_response = JSON.parse(response_text.strip)
 
     {
       success: true,

enterprise/app/services/enterprise/message_templates/hook_execution_service.rb

@@ -9,6 +9,24 @@ module Enterprise::MessageTemplates::HookExecutionService
     schedule_captain_response
   end
 
+  def should_send_greeting?
+    return false if captain_handling_conversation?
+
+    super
+  end
+
+  def should_send_out_of_office_message?
+    return false if captain_handling_conversation?
+
+    super
+  end
+
+  def should_send_email_collect?
+    return false if captain_handling_conversation?
+
+    super
+  end
+
   private
 
   def schedule_captain_response
@@ -46,5 +64,14 @@ module Enterprise::MessageTemplates::HookExecutionService
       content: 'Transferring to another agent for further assistance.'
     )
     conversation.bot_handoff!
+    send_out_of_office_message_after_handoff
+  end
+
+  def send_out_of_office_message_after_handoff
+    ::MessageTemplates::Template::OutOfOffice.perform_if_applicable(conversation)
+  end
+
+  def captain_handling_conversation?
+    conversation.pending? && inbox.respond_to?(:captain_assistant) && inbox.captain_assistant.present?
   end
 end

enterprise/app/services/internal/account_analysis/content_evaluator_service.rb

@@ -1,48 +1,59 @@
-class Internal::AccountAnalysis::ContentEvaluatorService < Llm::LegacyBaseOpenAiService
-  def initialize
-    super()
+class Internal::AccountAnalysis::ContentEvaluatorService
+  include Integrations::LlmInstrumentation
 
-    @model = 'gpt-4o-mini'.freeze
+  def initialize
+    Llm::Config.initialize!
   end
 
   def evaluate(content)
     return default_evaluation if content.blank?
 
-    begin
-      response = send_to_llm(content)
-      evaluation = handle_response(response)
-      log_evaluation_results(evaluation)
-      evaluation
-    rescue StandardError => e
-      handle_evaluation_error(e)
+    moderation_result = instrument_moderation_call(instrumentation_params(content)) do
+      RubyLLM.moderate(content.to_s[0...10_000])
     end
+
+    build_evaluation(moderation_result)
+  rescue StandardError => e
+    handle_evaluation_error(e)
   end
 
   private
 
-  def send_to_llm(content)
-    Rails.logger.info('Sending content to LLM for security evaluation')
-    @client.chat(
-      parameters: {
-        model: @model,
-        messages: llm_messages(content),
-        response_format: { type: 'json_object' }
-      }
-    )
+  def instrumentation_params(content)
+    {
+      span_name: 'llm.internal.content_moderation',
+      model: 'text-moderation-latest',
+      input: content,
+      feature_name: 'content_evaluator'
+    }
   end
 
-  def handle_response(response)
-    return default_evaluation if response.nil?
+  def build_evaluation(result)
+    flagged = result.flagged?
+    categories = result.flagged_categories
 
-    parsed = JSON.parse(response.dig('choices', 0, 'message', 'content').strip)
-
-    {
-      'threat_level' => parsed['threat_level'] || 'unknown',
-      'threat_summary' => parsed['threat_summary'] || 'No threat summary provided',
-      'detected_threats' => parsed['detected_threats'] || [],
-      'illegal_activities_detected' => parsed['illegal_activities_detected'] || false,
-      'recommendation' => parsed['recommendation'] || 'review'
+    evaluation = {
+      'threat_level' => flagged ? determine_threat_level(result) : 'safe',
+      'threat_summary' => flagged ? "Content flagged for: #{categories.join(', ')}" : 'No threats detected',
+      'detected_threats' => categories,
+      'illegal_activities_detected' => categories.any? { |c| c.include?('violence') || c.include?('self-harm') },
+      'recommendation' => flagged ? 'review' : 'approve'
     }
+
+    log_evaluation_results(evaluation)
+    evaluation
+  end
+
+  def determine_threat_level(result)
+    scores = result.category_scores
+    max_score = scores.values.max || 0
+
+    case max_score
+    when 0.8.. then 'critical'
+    when 0.5..0.8 then 'high'
+    when 0.2..0.5 then 'medium'
+    else 'low'
+    end
   end
 
   def default_evaluation(error_type = nil)
@@ -56,18 +67,11 @@ class Internal::AccountAnalysis::ContentEvaluatorService < Llm::LegacyBaseOpenAi
   end
 
   def log_evaluation_results(evaluation)
-    Rails.logger.info("LLM evaluation - Level: #{evaluation['threat_level']}, Illegal activities: #{evaluation['illegal_activities_detected']}")
+    Rails.logger.info("Moderation evaluation - Level: #{evaluation['threat_level']}, Threats: #{evaluation['detected_threats'].join(', ')}")
   end
 
   def handle_evaluation_error(error)
     Rails.logger.error("Error evaluating content: #{error.message}")
     default_evaluation('evaluation_failure')
   end
-
-  def llm_messages(content)
-    [
-      { role: 'system', content: 'You are a security analysis system that evaluates content for potential threats and scams.' },
-      { role: 'user', content: Internal::AccountAnalysis::PromptsService.threat_analyser(content.to_s[0...10_000]) }
-    ]
-  end
 end

enterprise/app/services/llm/base_ai_service.rb

@@ -14,8 +14,6 @@ class Llm::BaseAiService
     setup_temperature
   end
 
-  # Returns a configured RubyLLM chat instance.
-  # Subclasses can override model/temperature via instance variables or pass them explicitly.
   def chat(model: @model, temperature: @temperature)
     RubyLLM.chat(model: model).with_temperature(temperature)
   end

enterprise/app/services/llm/legacy_base_open_ai_service.rb

@@ -1,8 +1,11 @@
 # frozen_string_literal: true
 
 # DEPRECATED: This class uses the legacy OpenAI Ruby gem directly.
-# New features should use Llm::BaseAiService with RubyLLM instead.
-# This class will be removed once all services are migrated to RubyLLM.
+# Only used for PDF/file operations that require OpenAI's files API:
+# - Captain::Llm::PdfProcessingService (files.upload for assistants)
+# - Captain::Llm::PaginatedFaqGeneratorService (uses file_id from uploaded files)
+#
+# For all other LLM operations, use Llm::BaseAiService with RubyLLM instead.
 class Llm::LegacyBaseOpenAiService
   DEFAULT_MODEL = 'gpt-4o-mini'
 

enterprise/app/services/messages/audio_transcription_service.rb

@@ -1,4 +1,8 @@
-class Messages::AudioTranscriptionService < Llm::LegacyBaseOpenAiService
+class Messages::AudioTranscriptionService< Llm::LegacyBaseOpenAiService
+  include Integrations::LlmInstrumentation
+
+  WHISPER_MODEL = 'whisper-1'.freeze
+
   attr_reader :attachment, :message, :account
 
   def initialize(attachment)
@@ -46,7 +50,7 @@ class Messages::AudioTranscriptionService < Llm::LegacyBaseOpenAiService
 
     temp_file_path = fetch_audio_file
 
-    response_text = nil
+    transcribed_text = nil
 
     File.open(temp_file_path, 'rb') do |file|
       response = @client.audio.transcribe(
@@ -56,14 +60,23 @@ class Messages::AudioTranscriptionService < Llm::LegacyBaseOpenAiService
           temperature: 0.4
         }
       )
-
-      response_text = response['text']
+      transcribed_text = response['text']
     end
 
     FileUtils.rm_f(temp_file_path)
 
-    update_transcription(response_text)
-    response_text
+    update_transcription(transcribed_text)
+    transcribed_text
+  end
+
+  def instrumentation_params(file_path)
+    {
+      span_name: 'llm.messages.audio_transcription',
+      model: WHISPER_MODEL,
+      account_id: account&.id,
+      feature_name: 'audio_transcription',
+      file_path: file_path
+    }
   end
 
   def update_transcription(transcribed_text)

enterprise/app/services/sla/evaluate_applied_sla_service.rb

@@ -1,5 +1,6 @@
 class Sla::EvaluateAppliedSlaService
   pattr_initialize [:applied_sla!]
+  include ReportingEventHelper
 
   def perform
     check_sla_thresholds
@@ -21,12 +22,58 @@ class Sla::EvaluateAppliedSlaService
     end
   end
 
+  def should_use_business_hours?(sla_policy, inbox)
+    sla_policy.only_during_business_hours? && inbox.working_hours_enabled?
+  end
+
+  # Calculates the SLA threshold deadline considering business hours if enabled.
+  #
+  # This method determines when an SLA will be breached by adding the threshold duration
+  # to the start time. If business hours are enabled, it only counts time during working hours,
+  # automatically skipping weekends and after-hours periods.
+  def calculate_threshold_deadline(start_time, threshold_seconds, inbox, sla_policy)
+    # Fall back to simple calendar time calculation if business hours not enabled
+    return start_time.to_i + threshold_seconds unless should_use_business_hours?(sla_policy, inbox)
+
+    # Configure the working_hours gem with inbox-specific schedule and timezone
+    configure_working_hours_for_calculation(inbox)
+
+    # Convert start time to inbox timezone for accurate business hours calculation
+    start_time_in_timezone = start_time.in_time_zone(inbox.timezone).to_time
+
+    # Determine effective start time: if outside business hours, advance to next working time
+    # Example: Saturday 6 PM conversation would start counting Monday 9 AM
+    effective_start_time = if start_time_in_timezone.in_working_hours?
+                             start_time_in_timezone
+                           else
+                             WorkingHours.next_working_time(start_time_in_timezone)
+                           end
+
+    # Add working time duration
+    # This automatically skips non-working hours, weekends, and holidays
+    deadline = effective_start_time + threshold_seconds.working.seconds
+    deadline.to_i
+  end
+
+  def configure_working_hours_for_calculation(inbox)
+    inbox_working_hours = configure_working_hours(inbox.working_hours)
+    return if inbox_working_hours.blank?
+
+    WorkingHours::Config.working_hours = inbox_working_hours
+    WorkingHours::Config.time_zone = inbox.timezone
+  end
+
   def still_within_threshold?(threshold)
     Time.zone.now.to_i < threshold
   end
 
   def check_first_response_time_threshold(applied_sla, conversation, sla_policy)
-    threshold = conversation.created_at.to_i + sla_policy.first_response_time_threshold.to_i
+    threshold = calculate_threshold_deadline(
+      conversation.created_at,
+      sla_policy.first_response_time_threshold.to_i,
+      conversation.inbox,
+      sla_policy
+    )
     return if first_reply_was_within_threshold?(conversation, threshold)
     return if still_within_threshold?(threshold)
 
@@ -43,7 +90,12 @@ class Sla::EvaluateAppliedSlaService
     # Waiting on customer response, no need to check next response time threshold
     return if conversation.waiting_since.blank?
 
-    threshold = conversation.waiting_since.to_i + sla_policy.next_response_time_threshold.to_i
+    threshold = calculate_threshold_deadline(
+      conversation.waiting_since,
+      sla_policy.next_response_time_threshold.to_i,
+      conversation.inbox,
+      sla_policy
+    )
     return if still_within_threshold?(threshold)
 
     handle_missed_sla(applied_sla, 'nrt')
@@ -61,7 +113,12 @@ class Sla::EvaluateAppliedSlaService
   def check_resolution_time_threshold(applied_sla, conversation, sla_policy)
     return if conversation.resolved?
 
-    threshold = conversation.created_at.to_i + sla_policy.resolution_time_threshold.to_i
+    threshold = calculate_threshold_deadline(
+      conversation.created_at,
+      sla_policy.resolution_time_threshold.to_i,
+      conversation.inbox,
+      sla_policy
+    )
     return if still_within_threshold?(threshold)
 
     handle_missed_sla(applied_sla, 'rt')

enterprise/app/services/voice/provider/twilio/adapter.rb

@@ -0,0 +1,52 @@
+class Voice::Provider::Twilio::Adapter
+  def initialize(channel)
+    @channel = channel
+  end
+
+  def initiate_call(to:, conference_sid: nil, agent_id: nil)
+    call = twilio_client.calls.create(**call_params(to))
+
+    {
+      provider: 'twilio',
+      call_sid: call.sid,
+      status: call.status,
+      call_direction: 'outbound',
+      requires_agent_join: true,
+      agent_id: agent_id,
+      conference_sid: conference_sid
+    }
+  end
+
+  private
+
+  def call_params(to)
+    phone_digits = @channel.phone_number.delete_prefix('+')
+
+    {
+      from: @channel.phone_number,
+      to: to,
+      url: twilio_call_twiml_url(phone_digits),
+      status_callback: twilio_call_status_url(phone_digits),
+      status_callback_event: %w[
+        initiated ringing answered completed failed busy no-answer canceled
+      ],
+      status_callback_method: 'POST'
+    }
+  end
+
+  def twilio_call_twiml_url(phone_digits)
+    Rails.application.routes.url_helpers.twilio_voice_call_url(phone: phone_digits)
+  end
+
+  def twilio_call_status_url(phone_digits)
+    Rails.application.routes.url_helpers.twilio_voice_status_url(phone: phone_digits)
+  end
+
+  def twilio_client
+    Twilio::REST::Client.new(config['account_sid'], config['auth_token'])
+  end
+
+  def config
+    @config ||= @channel.provider_config_hash
+  end
+end

enterprise/app/services/voice/provider/twilio/conference_service.rb

@@ -0,0 +1,46 @@
+class Voice::Provider::Twilio::ConferenceService
+  pattr_initialize [:conversation!, { twilio_client: nil }]
+
+  def ensure_conference_sid
+    existing = conversation.additional_attributes&.dig('conference_sid')
+    return existing if existing.present?
+
+    sid = Voice::Conference::Name.for(conversation)
+    merge_attributes('conference_sid' => sid)
+    sid
+  end
+
+  def mark_agent_joined(user:)
+    merge_attributes(
+      'agent_joined' => true,
+      'joined_at' => Time.current.to_i,
+      'joined_by' => { id: user.id, name: user.name }
+    )
+  end
+
+  def end_conference
+    twilio_client
+      .conferences
+      .list(friendly_name: Voice::Conference::Name.for(conversation), status: 'in-progress')
+      .each { |conf| twilio_client.conferences(conf.sid).update(status: 'completed') }
+  end
+
+  private
+
+  def merge_attributes(attrs)
+    current = conversation.additional_attributes || {}
+    conversation.update!(additional_attributes: current.merge(attrs))
+  end
+
+  def twilio_client
+    @twilio_client ||= ::Twilio::REST::Client.new(account_sid, auth_token)
+  end
+
+  def account_sid
+    @account_sid ||= conversation.inbox.channel.provider_config_hash['account_sid']
+  end
+
+  def auth_token
+    @auth_token ||= conversation.inbox.channel.provider_config_hash['auth_token']
+  end
+end

enterprise/app/services/voice/provider/twilio/token_service.rb

@@ -0,0 +1,62 @@
+class Voice::Provider::Twilio::TokenService
+  pattr_initialize [:inbox!, :user!, :account!]
+
+  def generate
+    {
+      token: access_token.to_jwt,
+      identity: identity,
+      voice_enabled: true,
+      account_sid: config['account_sid'],
+      agent_id: user.id,
+      account_id: account.id,
+      inbox_id: inbox.id,
+      phone_number: inbox.channel.phone_number,
+      twiml_endpoint: twiml_url,
+      has_twiml_app: config['twiml_app_sid'].present?
+    }
+  end
+
+  private
+
+  def config
+    @config ||= inbox.channel.provider_config_hash || {}
+  end
+
+  def identity
+    @identity ||= "agent-#{user.id}-account-#{account.id}"
+  end
+
+  def access_token
+    Twilio::JWT::AccessToken.new(
+      config['account_sid'],
+      config['api_key_sid'],
+      config['api_key_secret'],
+      identity: identity,
+      ttl: 1.hour.to_i
+    ).tap { |token| token.add_grant(voice_grant) }
+  end
+
+  def voice_grant
+    Twilio::JWT::AccessToken::VoiceGrant.new.tap do |grant|
+      grant.incoming_allow = true
+      grant.outgoing_application_sid = config['twiml_app_sid']
+      grant.outgoing_application_params = outgoing_params
+    end
+  end
+
+  def outgoing_params
+    {
+      account_id: account.id,
+      agent_id: user.id,
+      identity: identity,
+      client_name: identity,
+      accountSid: config['account_sid'],
+      is_agent: 'true'
+    }
+  end
+
+  def twiml_url
+    digits = inbox.channel.phone_number.delete_prefix('+')
+    Rails.application.routes.url_helpers.twilio_voice_call_url(phone: digits)
+  end
+end

enterprise/app/services/voice/provider/twilio_adapter.rb

@@ -1,32 +0,0 @@
-class Voice::Provider::TwilioAdapter
-  def initialize(channel)
-    @channel = channel
-  end
-
-  def initiate_call(to:, _conference_sid: nil, _agent_id: nil)
-    cfg = @channel.provider_config_hash
-
-    host = ENV.fetch('FRONTEND_URL')
-    phone_digits = @channel.phone_number.delete_prefix('+')
-    callback_url = "#{host}/twilio/voice/call/#{phone_digits}"
-
-    params = {
-      from: @channel.phone_number,
-      to: to,
-      url: callback_url,
-      status_callback: "#{host}/twilio/voice/status/#{phone_digits}",
-      status_callback_event: %w[initiated ringing answered completed],
-      status_callback_method: 'POST'
-    }
-
-    call = twilio_client(cfg).calls.create(**params)
-
-    { call_sid: call.sid }
-  end
-
-  private
-
-  def twilio_client(config)
-    Twilio::REST::Client.new(config['account_sid'], config['auth_token'])
-  end
-end

enterprise/lib/captain/agent.rb

@@ -1,137 +0,0 @@
-require 'openai'
-class Captain::Agent
-  attr_reader :name, :tools, :prompt, :persona, :goal, :secrets
-
-  def initialize(name:, config:)
-    @name = name
-    @prompt = construct_prompt(config)
-    @tools = prepare_tools(config[:tools] || [])
-    @messages = config[:messages] || []
-    @max_iterations = config[:max_iterations] || 10
-    @llm = Captain::LlmService.new(api_key: config[:secrets][:OPENAI_API_KEY])
-    @logger = Rails.logger
-
-    @logger.info(@prompt)
-  end
-
-  def execute(input, context)
-    setup_messages(input, context)
-    result = {}
-    @max_iterations.times do |iteration|
-      push_to_messages(role: 'system', content: 'Provide a final answer') if iteration == @max_iterations - 1
-
-      result = @llm.call(@messages, functions)
-      handle_llm_result(result)
-
-      break if result[:stop]
-    end
-
-    result[:output]
-  end
-
-  def register_tool(tool)
-    @tools << tool
-  end
-
-  private
-
-  def setup_messages(input, context)
-    if @messages.empty?
-      push_to_messages({ role: 'system', content: @prompt })
-      push_to_messages({ role: 'assistant', content: context }) if context.present?
-    end
-    push_to_messages({ role: 'user', content: input })
-  end
-
-  def handle_llm_result(result)
-    if result[:tool_call]
-      tool_result = execute_tool(result[:tool_call])
-      push_to_messages({ role: 'assistant', content: tool_result })
-    else
-      push_to_messages({ role: 'assistant', content: result[:output] })
-    end
-    result[:output]
-  end
-
-  def execute_tool(tool_call)
-    function_name = tool_call['function']['name']
-    arguments = JSON.parse(tool_call['function']['arguments'])
-
-    tool = @tools.find { |t| t.name == function_name }
-    tool.execute(arguments, {})
-  rescue StandardError => e
-    "Tool execution failed: #{e.message}"
-  end
-
-  def construct_prompt(config)
-    return config[:prompt] if config[:prompt]
-
-    <<~PROMPT
-      Persona: #{config[:persona]}
-      Objective: #{config[:goal]}
-
-      Guidelines:
-      - Persistently work towards achieving the stated objective without deviation.
-      - Use only the provided tools to complete the task. Avoid inventing or assuming function names.
-      - Set `'stop': true` once the objective is fully achieved.
-      - DO NOT return tool usage as the final result.
-      - If sufficient information is available to deliver result, compile and present it to the user.
-      - Always return a final result and ENSURE the final result is formatted in Markdown.
-
-      Output Structure:
-
-      1. **Tool Usage:**
-        - If a relevant function is identified, call it directly without unnecessary explanations.
-
-      2. **Final Answer:**
-        When ready to provide a complete response, follow this JSON format:
-
-        ```json
-        {
-          "thought_process": "Explain the reasoning and steps taken to arrive at the final result.",
-          "result": "Provide the complete response in clear, structured text.",
-          "stop": true
-        }
-    PROMPT
-  end
-
-  def prepare_tools(tools = [])
-    tools.map do |_, tool|
-      Captain::Tool.new(
-        name: tool['name'],
-        config: {
-          description: tool['description'],
-          properties: tool['properties'],
-          secrets: tool['secrets'],
-          implementation: tool['implementation']
-        }
-      )
-    end
-  end
-
-  def functions
-    @tools.map do |tool|
-      properties = {}
-      tool.properties.each do |property_name, property_details|
-        properties[property_name] = {
-          type: property_details[:type],
-          description: property_details[:description]
-        }
-      end
-      required = tool.properties.select { |_, details| details[:required] == true }.keys
-      {
-        type: 'function',
-        function: {
-          name: tool.name,
-          description: tool.description,
-          parameters: { type: 'object', properties: properties, required: required }
-        }
-      }
-    end
-  end
-
-  def push_to_messages(message)
-    @logger.info("\n\n\nMessage: #{message}\n\n\n")
-    @messages << message
-  end
-end

enterprise/lib/captain/llm_service.rb

@@ -1,64 +0,0 @@
-require 'openai'
-
-class Captain::LlmService
-  def initialize(config)
-    @client = OpenAI::Client.new(
-      access_token: config[:api_key],
-      log_errors: Rails.env.development?
-    )
-    @logger = Rails.logger
-  end
-
-  def call(messages, functions = [])
-    openai_params = {
-      model: 'gpt-4o',
-      response_format: { type: 'json_object' },
-      messages: messages
-    }
-    openai_params[:tools] = functions if functions.any?
-
-    response = @client.chat(parameters: openai_params)
-    handle_response(response)
-  rescue StandardError => e
-    handle_error(e)
-  end
-
-  private
-
-  def handle_response(response)
-    if response['choices'][0]['message']['tool_calls']
-      handle_tool_calls(response)
-    else
-      handle_direct_response(response)
-    end
-  end
-
-  def handle_tool_calls(response)
-    tool_call = response['choices'][0]['message']['tool_calls'][0]
-    {
-      tool_call: tool_call,
-      output: nil,
-      stop: false
-    }
-  end
-
-  def handle_direct_response(response)
-    content = response.dig('choices', 0, 'message', 'content').strip
-    parsed = JSON.parse(content)
-
-    {
-      output: parsed['result'] || parsed['thought_process'],
-      stop: parsed['stop'] || false
-    }
-  rescue JSON::ParserError => e
-    handle_error(e, content)
-  end
-
-  def handle_error(error, content = nil)
-    @logger.error("LLM call failed: #{error.message}")
-    @logger.error(error.backtrace.join("\n"))
-    @logger.error("Content: #{content}") if content
-
-    { output: 'Error occurred, retrying', stop: false }
-  end
-end

enterprise/lib/captain/tool.rb

@@ -1,66 +0,0 @@
-class Captain::Tool
-  class InvalidImplementationError < StandardError; end
-  class InvalidSecretsError < StandardError; end
-  class ExecutionError < StandardError; end
-
-  REQUIRED_PROPERTIES = %w[name description properties secrets].freeze
-
-  attr_reader :name, :description, :properties, :secrets, :implementation, :memory
-
-  def initialize(name:, config:)
-    @name = name
-    @description = config[:description]
-    @properties =  config[:properties]
-    @secrets =  config[:secrets] || []
-    @implementation = config[:implementation]
-    @memory = config[:memory] || {}
-  end
-
-  def register_method(&block)
-    @implementation = block
-  end
-
-  def execute(input, provided_secrets = {})
-    validate_secrets!(provided_secrets)
-    validate_input!(input)
-
-    raise ExecutionError, 'No implementation registered' unless @implementation
-
-    instance_exec(input, provided_secrets, memory, &@implementation)
-  rescue StandardError => e
-    raise ExecutionError, "Execution failed: #{e.message}"
-  end
-
-  private
-
-  def validate_config!(config)
-    missing_keys = REQUIRED_PROPERTIES - config.keys
-    return if missing_keys.empty?
-
-    raise InvalidImplementationError,
-          "Missing required properties: #{missing_keys.join(', ')}"
-  end
-
-  def validate_secrets!(provided_secrets)
-    required_secrets = secrets.map!(&:to_sym)
-    missing_secrets = required_secrets - provided_secrets.keys
-
-    return if missing_secrets.empty?
-
-    raise InvalidSecretsError, "Missing required secrets: #{missing_secrets.join(', ')}"
-  end
-
-  def validate_input!(input)
-    properties.each do |property, constraints|
-      validate_property!(input, property, constraints)
-    end
-  end
-
-  def validate_property!(input, property, constraints)
-    value = input[property.to_sym]
-
-    raise ArgumentError, "Missing required property: #{property}" if constraints['required'] && value.nil?
-
-    true
-  end
-end

enterprise/lib/captain/tools/handoff_tool.rb

@@ -36,6 +36,13 @@ class Captain::Tools::HandoffTool < Captain::Tools::BasePublicTool
 
     # Trigger the bot handoff (sets status to open + dispatches events)
     conversation.bot_handoff!
+
+    # Send out of office message if applicable (since template messages were suppressed while Captain was handling)
+    send_out_of_office_message_if_applicable(conversation)
+  end
+
+  def send_out_of_office_message_if_applicable(conversation)
+    ::MessageTemplates::Template::OutOfOffice.perform_if_applicable(conversation)
   end
 
   # TODO: Future enhancement - Add team assignment capability

enterprise/lib/captain/tools/http_tool.rb

@@ -11,11 +11,11 @@ class Captain::Tools::HttpTool < Agents::Tool
     @custom_tool.enabled?
   end
 
-  def perform(_tool_context, **params)
+  def perform(tool_context, **params)
     url = @custom_tool.build_request_url(params)
     body = @custom_tool.build_request_body(params)
 
-    response = execute_http_request(url, body)
+    response = execute_http_request(url, body, tool_context)
     @custom_tool.format_response(response.body)
   rescue StandardError => e
     Rails.logger.error("HttpTool execution error for #{@custom_tool.slug}: #{e.class} - #{e.message}")
@@ -39,7 +39,7 @@ class Captain::Tools::HttpTool < Agents::Tool
   # 1MB of text ≈ 250K tokens, which exceeds most LLM context windows
   MAX_RESPONSE_SIZE = 1.megabyte
 
-  def execute_http_request(url, body)
+  def execute_http_request(url, body, tool_context)
     uri = URI.parse(url)
 
     # Check if resolved IP is private
@@ -53,6 +53,7 @@ class Captain::Tools::HttpTool < Agents::Tool
 
     request = build_http_request(uri, body)
     apply_authentication(request)
+    apply_metadata_headers(request, tool_context)
 
     response = http.request(request)
 
@@ -102,4 +103,10 @@ class Captain::Tools::HttpTool < Agents::Tool
     credentials = @custom_tool.build_basic_auth_credentials
     request.basic_auth(*credentials) if credentials
   end
+
+  def apply_metadata_headers(request, tool_context)
+    state = tool_context&.state || {}
+    metadata_headers = @custom_tool.build_metadata_headers(state)
+    metadata_headers.each { |key, value| request[key] = value }
+  end
 end

lib/integrations/llm_instrumentation.rb

@@ -7,14 +7,6 @@ module Integrations::LlmInstrumentation
   include Integrations::LlmInstrumentationHelpers
   include Integrations::LlmInstrumentationSpans
 
-  PROVIDER_PREFIXES = {
-    'openai' => %w[gpt- o1 o3 o4 text-embedding- whisper- tts-],
-    'anthropic' => %w[claude-],
-    'google' => %w[gemini-],
-    'mistral' => %w[mistral- codestral-],
-    'deepseek' => %w[deepseek-]
-  }.freeze
-
   def instrument_llm_call(params)
     return yield unless ChatwootApp.otel_enabled?
 
@@ -66,16 +58,57 @@ module Integrations::LlmInstrumentation
     end
   end
 
-  def determine_provider(model_name)
-    return 'openai' if model_name.blank?
+  def instrument_embedding_call(params)
+    return yield unless ChatwootApp.otel_enabled?
 
-    model = model_name.to_s.downcase
-
-    PROVIDER_PREFIXES.each do |provider, prefixes|
-      return provider if prefixes.any? { |prefix| model.start_with?(prefix) }
+    instrument_with_span(params[:span_name] || 'llm.embedding', params) do |span, track_result|
+      set_embedding_span_attributes(span, params)
+      result = yield
+      track_result.call(result)
+      set_embedding_result_attributes(span, result)
+      result
     end
+  end
 
-    'openai'
+  def instrument_audio_transcription(params)
+    return yield unless ChatwootApp.otel_enabled?
+
+    instrument_with_span(params[:span_name] || 'llm.audio.transcription', params) do |span, track_result|
+      set_audio_transcription_span_attributes(span, params)
+      result = yield
+      track_result.call(result)
+      set_transcription_result_attributes(span, result)
+      result
+    end
+  end
+
+  def instrument_moderation_call(params)
+    return yield unless ChatwootApp.otel_enabled?
+
+    instrument_with_span(params[:span_name] || 'llm.moderation', params) do |span, track_result|
+      set_moderation_span_attributes(span, params)
+      result = yield
+      track_result.call(result)
+      set_moderation_result_attributes(span, result)
+      result
+    end
+  end
+
+  def instrument_with_span(span_name, params, &)
+    result = nil
+    executed = false
+    tracer.in_span(span_name) do |span|
+      track_result = lambda do |r|
+        executed = true
+        result = r
+      end
+      yield(span, track_result)
+    end
+  rescue StandardError => e
+    ChatwootExceptionTracker.new(e, account: resolve_account(params)).capture_exception
+    raise unless executed
+
+    result
   end
 
   private
@@ -86,36 +119,4 @@ module Integrations::LlmInstrumentation
 
     nil
   end
-
-  def setup_span_attributes(span, params)
-    set_request_attributes(span, params)
-    set_prompt_messages(span, params[:messages])
-    set_metadata_attributes(span, params)
-  end
-
-  def record_completion(span, result)
-    if result.respond_to?(:content)
-      span.set_attribute(ATTR_GEN_AI_COMPLETION_ROLE, result.role.to_s) if result.respond_to?(:role)
-      span.set_attribute(ATTR_GEN_AI_COMPLETION_CONTENT, result.content.to_s)
-    elsif result.is_a?(Hash)
-      set_completion_attributes(span, result) if result.is_a?(Hash)
-    end
-  end
-
-  def set_request_attributes(span, params)
-    provider = determine_provider(params[:model])
-    span.set_attribute(ATTR_GEN_AI_PROVIDER, provider)
-    span.set_attribute(ATTR_GEN_AI_REQUEST_MODEL, params[:model])
-    span.set_attribute(ATTR_GEN_AI_REQUEST_TEMPERATURE, params[:temperature]) if params[:temperature]
-  end
-
-  def set_prompt_messages(span, messages)
-    messages.each_with_index do |msg, idx|
-      role = msg[:role] || msg['role']
-      content = msg[:content] || msg['content']
-
-      span.set_attribute(format(ATTR_GEN_AI_PROMPT_ROLE, idx), role)
-      span.set_attribute(format(ATTR_GEN_AI_PROMPT_CONTENT, idx), content.to_s)
-    end
-  end
 end

lib/integrations/llm_instrumentation_completion_helpers.rb

@@ -0,0 +1,88 @@
+# frozen_string_literal: true
+
+module Integrations::LlmInstrumentationCompletionHelpers
+  include Integrations::LlmInstrumentationConstants
+
+  private
+
+  def set_embedding_span_attributes(span, params)
+    span.set_attribute(ATTR_GEN_AI_PROVIDER, determine_provider(params[:model]))
+    span.set_attribute(ATTR_GEN_AI_REQUEST_MODEL, params[:model])
+    span.set_attribute('embedding.input_length', params[:input]&.length || 0)
+    span.set_attribute(ATTR_LANGFUSE_OBSERVATION_INPUT, params[:input].to_s)
+    set_common_span_metadata(span, params)
+  end
+
+  def set_audio_transcription_span_attributes(span, params)
+    span.set_attribute(ATTR_GEN_AI_PROVIDER, 'openai')
+    span.set_attribute(ATTR_GEN_AI_REQUEST_MODEL, params[:model] || 'whisper-1')
+    span.set_attribute('audio.duration_seconds', params[:duration]) if params[:duration]
+    span.set_attribute(ATTR_LANGFUSE_OBSERVATION_INPUT, params[:file_path].to_s) if params[:file_path]
+    set_common_span_metadata(span, params)
+  end
+
+  def set_moderation_span_attributes(span, params)
+    span.set_attribute(ATTR_GEN_AI_PROVIDER, 'openai')
+    span.set_attribute(ATTR_GEN_AI_REQUEST_MODEL, params[:model] || 'text-moderation-latest')
+    span.set_attribute('moderation.input_length', params[:input]&.length || 0)
+    span.set_attribute(ATTR_LANGFUSE_OBSERVATION_INPUT, params[:input].to_s)
+    set_common_span_metadata(span, params)
+  end
+
+  def set_common_span_metadata(span, params)
+    span.set_attribute(ATTR_LANGFUSE_USER_ID, params[:account_id].to_s) if params[:account_id]
+    span.set_attribute(ATTR_LANGFUSE_TAGS, [params[:feature_name]].to_json) if params[:feature_name]
+  end
+
+  def set_embedding_result_attributes(span, result)
+    span.set_attribute('embedding.dimensions', result&.length || 0) if result.is_a?(Array)
+    span.set_attribute(ATTR_LANGFUSE_OBSERVATION_OUTPUT, "[#{result&.length || 0} dimensions]")
+  end
+
+  def set_transcription_result_attributes(span, result)
+    transcribed_text = result.respond_to?(:text) ? result.text : result.to_s
+    span.set_attribute('transcription.length', transcribed_text&.length || 0)
+    span.set_attribute(ATTR_LANGFUSE_OBSERVATION_OUTPUT, transcribed_text.to_s)
+  end
+
+  def set_moderation_result_attributes(span, result)
+    span.set_attribute('moderation.flagged', result.flagged?) if result.respond_to?(:flagged?)
+    span.set_attribute('moderation.categories', result.flagged_categories.to_json) if result.respond_to?(:flagged_categories)
+    output = {
+      flagged: result.respond_to?(:flagged?) ? result.flagged? : nil,
+      categories: result.respond_to?(:flagged_categories) ? result.flagged_categories : []
+    }
+    span.set_attribute(ATTR_LANGFUSE_OBSERVATION_OUTPUT, output.to_json)
+  end
+
+  def set_completion_attributes(span, result)
+    set_completion_message(span, result)
+    set_usage_metrics(span, result)
+    set_error_attributes(span, result)
+  end
+
+  def set_completion_message(span, result)
+    message = result[:message] || result.dig('choices', 0, 'message', 'content')
+    return if message.blank?
+
+    span.set_attribute(ATTR_GEN_AI_COMPLETION_ROLE, 'assistant')
+    span.set_attribute(ATTR_GEN_AI_COMPLETION_CONTENT, message)
+  end
+
+  def set_usage_metrics(span, result)
+    usage = result[:usage] || result['usage']
+    return if usage.blank?
+
+    span.set_attribute(ATTR_GEN_AI_USAGE_INPUT_TOKENS, usage['prompt_tokens']) if usage['prompt_tokens']
+    span.set_attribute(ATTR_GEN_AI_USAGE_OUTPUT_TOKENS, usage['completion_tokens']) if usage['completion_tokens']
+    span.set_attribute(ATTR_GEN_AI_USAGE_TOTAL_TOKENS, usage['total_tokens']) if usage['total_tokens']
+  end
+
+  def set_error_attributes(span, result)
+    error = result[:error] || result['error']
+    return if error.blank?
+
+    span.set_attribute(ATTR_GEN_AI_RESPONSE_ERROR, error.to_json)
+    span.status = OpenTelemetry::Trace::Status.error(error.to_s.truncate(1000))
+  end
+end

lib/integrations/llm_instrumentation_helpers.rb

@@ -2,38 +2,52 @@
 
 module Integrations::LlmInstrumentationHelpers
   include Integrations::LlmInstrumentationConstants
+  include Integrations::LlmInstrumentationCompletionHelpers
+
+  def determine_provider(model_name)
+    return 'openai' if model_name.blank?
+
+    model = model_name.to_s.downcase
+
+    LlmConstants::PROVIDER_PREFIXES.each do |provider, prefixes|
+      return provider if prefixes.any? { |prefix| model.start_with?(prefix) }
+    end
+
+    'openai'
+  end
 
   private
 
-  def set_completion_attributes(span, result)
-    set_completion_message(span, result)
-    set_usage_metrics(span, result)
-    set_error_attributes(span, result)
+  def setup_span_attributes(span, params)
+    set_request_attributes(span, params)
+    set_prompt_messages(span, params[:messages])
+    set_metadata_attributes(span, params)
   end
 
-  def set_completion_message(span, result)
-    message = result[:message] || result.dig('choices', 0, 'message', 'content')
-    return if message.blank?
-
-    span.set_attribute(ATTR_GEN_AI_COMPLETION_ROLE, 'assistant')
-    span.set_attribute(ATTR_GEN_AI_COMPLETION_CONTENT, message)
+  def record_completion(span, result)
+    if result.respond_to?(:content)
+      span.set_attribute(ATTR_GEN_AI_COMPLETION_ROLE, result.role.to_s) if result.respond_to?(:role)
+      span.set_attribute(ATTR_GEN_AI_COMPLETION_CONTENT, result.content.to_s)
+    elsif result.is_a?(Hash)
+      set_completion_attributes(span, result)
+    end
   end
 
-  def set_usage_metrics(span, result)
-    usage = result[:usage] || result['usage']
-    return if usage.blank?
-
-    span.set_attribute(ATTR_GEN_AI_USAGE_INPUT_TOKENS, usage['prompt_tokens']) if usage['prompt_tokens']
-    span.set_attribute(ATTR_GEN_AI_USAGE_OUTPUT_TOKENS, usage['completion_tokens']) if usage['completion_tokens']
-    span.set_attribute(ATTR_GEN_AI_USAGE_TOTAL_TOKENS, usage['total_tokens']) if usage['total_tokens']
+  def set_request_attributes(span, params)
+    provider = determine_provider(params[:model])
+    span.set_attribute(ATTR_GEN_AI_PROVIDER, provider)
+    span.set_attribute(ATTR_GEN_AI_REQUEST_MODEL, params[:model])
+    span.set_attribute(ATTR_GEN_AI_REQUEST_TEMPERATURE, params[:temperature]) if params[:temperature]
   end
 
-  def set_error_attributes(span, result)
-    error = result[:error] || result['error']
-    return if error.blank?
+  def set_prompt_messages(span, messages)
+    messages.each_with_index do |msg, idx|
+      role = msg[:role] || msg['role']
+      content = msg[:content] || msg['content']
 
-    span.set_attribute(ATTR_GEN_AI_RESPONSE_ERROR, error.to_json)
-    span.status = OpenTelemetry::Trace::Status.error(error.to_s.truncate(1000))
+      span.set_attribute(format(ATTR_GEN_AI_PROMPT_ROLE, idx), role)
+      span.set_attribute(format(ATTR_GEN_AI_PROMPT_CONTENT, idx), content.to_s)
+    end
   end
 
   def set_metadata_attributes(span, params)

lib/integrations/llm_instrumentation_spans.rb

@@ -1,7 +1,6 @@
 # frozen_string_literal: true
 
 require 'opentelemetry_config'
-require_relative 'llm_instrumentation_constants'
 
 module Integrations::LlmInstrumentationSpans
   include Integrations::LlmInstrumentationConstants

lib/integrations/openai/processor_service.rb

@@ -77,21 +77,22 @@ class Integrations::Openai::ProcessorService < Integrations::LlmBaseService
   end
 
   def add_message_if_within_limit(character_count, message, messages, in_array_format)
-    if valid_message?(message, character_count)
-      add_message_to_list(message, messages, in_array_format)
-      character_count += message.content.length
+    content = message.content_for_llm
+    if valid_message?(content, character_count)
+      add_message_to_list(message, messages, in_array_format, content)
+      character_count += content.length
       [character_count, true]
     else
       [character_count, false]
     end
   end
 
-  def valid_message?(message, character_count)
-    message.content.present? && character_count + message.content.length <= TOKEN_LIMIT
+  def valid_message?(content, character_count)
+    content.present? && character_count + content.length <= TOKEN_LIMIT
   end
 
-  def add_message_to_list(message, messages, in_array_format)
-    formatted_message = format_message(message, in_array_format)
+  def add_message_to_list(message, messages, in_array_format, content)
+    formatted_message = format_message(message, in_array_format, content)
     messages.prepend(formatted_message)
   end
 
@@ -99,17 +100,17 @@ class Integrations::Openai::ProcessorService < Integrations::LlmBaseService
     in_array_format ? [] : ''
   end
 
-  def format_message(message, in_array_format)
-    in_array_format ? format_message_in_array(message) : format_message_in_string(message)
+  def format_message(message, in_array_format, content)
+    in_array_format ? format_message_in_array(message, content) : format_message_in_string(message, content)
   end
 
-  def format_message_in_array(message)
-    { role: (message.incoming? ? 'user' : 'assistant'), content: message.content }
+  def format_message_in_array(message, content)
+    { role: (message.incoming? ? 'user' : 'assistant'), content: content }
   end
 
-  def format_message_in_string(message)
+  def format_message_in_string(message, content)
     sender_type = message.incoming? ? 'Customer' : 'Agent'
-    "#{sender_type} #{message.sender&.name} : #{message.content}\n"
+    "#{sender_type} #{message.sender&.name} : #{content}\n"
   end
 
   def summarize_body

lib/llm_constants.rb

@@ -0,0 +1,17 @@
+# frozen_string_literal: true
+
+module LlmConstants
+  DEFAULT_MODEL = 'gpt-4.1-mini'
+  DEFAULT_EMBEDDING_MODEL = 'text-embedding-3-small'
+  PDF_PROCESSING_MODEL = 'gpt-4.1-mini'
+
+  OPENAI_API_ENDPOINT = 'https://api.openai.com'
+
+  PROVIDER_PREFIXES = {
+    'openai' => %w[gpt- o1 o3 o4 text-embedding- whisper- tts-],
+    'anthropic' => %w[claude-],
+    'google' => %w[gemini-],
+    'mistral' => %w[mistral- codestral-],
+    'deepseek' => %w[deepseek-]
+  }.freeze
+end

lib/open_ai_constants.rb

@@ -1,8 +0,0 @@
-# frozen_string_literal: true
-
-module OpenAiConstants
-  DEFAULT_MODEL = 'gpt-4.1-mini'
-  DEFAULT_ENDPOINT = 'https://api.openai.com'
-  DEFAULT_EMBEDDING_MODEL = 'text-embedding-3-small'
-  PDF_PROCESSING_MODEL = 'gpt-4.1-mini'
-end

lib/tasks/apply_sla.rake

@@ -0,0 +1,100 @@
+# Apply SLA Policy to Conversations
+#
+# This task applies an SLA policy to existing conversations that don't have one assigned.
+# It processes conversations in batches and only affects conversations with sla_policy_id = nil.
+#
+# Usage Examples:
+#   # Using arguments (may need escaping in some shells)
+#   bundle exec rake "sla:apply_to_conversations[19,1,500]"
+#
+#   # Using environment variables (recommended)
+#   SLA_POLICY_ID=19 ACCOUNT_ID=1 BATCH_SIZE=500 bundle exec rake sla:apply_to_conversations
+#
+# Parameters:
+#   SLA_POLICY_ID: ID of the SLA policy to apply (required)
+#   ACCOUNT_ID: ID of the account (required)
+#   BATCH_SIZE: Number of conversations to process (default: 1000)
+#
+# Notes:
+#   - Only runs in development environment
+#   - Processes conversations in order of newest first (id DESC)
+#   - Safe to run multiple times - skips conversations that already have SLA policies
+#   - Creates AppliedSla records automatically via Rails callbacks
+#   - SlaEvent records are created later by background jobs when violations occur
+#
+# rubocop:disable Metrics/BlockLength
+namespace :sla do
+  desc 'Apply SLA policy to existing conversations'
+  task :apply_to_conversations, [:sla_policy_id, :account_id, :batch_size] => :environment do |_t, args|
+    unless Rails.env.development?
+      puts 'This task can only be run in the development environment.'
+      puts "Current environment: #{Rails.env}"
+      exit(1)
+    end
+
+    sla_policy_id = args[:sla_policy_id] || ENV.fetch('SLA_POLICY_ID', nil)
+    account_id = args[:account_id] || ENV.fetch('ACCOUNT_ID', nil)
+    batch_size = (args[:batch_size] || ENV['BATCH_SIZE'] || 1000).to_i
+
+    if sla_policy_id.blank?
+      puts 'Error: SLA_POLICY_ID is required'
+      puts 'Usage: bundle exec rake sla:apply_to_conversations[sla_policy_id,account_id,batch_size]'
+      puts 'Or: SLA_POLICY_ID=1 ACCOUNT_ID=1 BATCH_SIZE=500 bundle exec rake sla:apply_to_conversations'
+      exit(1)
+    end
+
+    if account_id.blank?
+      puts 'Error: ACCOUNT_ID is required'
+      puts 'Usage: bundle exec rake sla:apply_to_conversations[sla_policy_id,account_id,batch_size]'
+      puts 'Or: SLA_POLICY_ID=1 ACCOUNT_ID=1 BATCH_SIZE=500 bundle exec rake sla:apply_to_conversations'
+      exit(1)
+    end
+
+    account = Account.find_by(id: account_id)
+    unless account
+      puts "Error: Account with ID #{account_id} not found"
+      exit(1)
+    end
+
+    sla_policy = account.sla_policies.find_by(id: sla_policy_id)
+    unless sla_policy
+      puts "Error: SLA Policy with ID #{sla_policy_id} not found for Account #{account_id}"
+      exit(1)
+    end
+
+    conversations = account.conversations.where(sla_policy_id: nil).order(id: :desc).limit(batch_size)
+    total_count = conversations.count
+
+    if total_count.zero?
+      puts 'No conversations found without SLA policy'
+      exit(0)
+    end
+
+    puts "Applying SLA Policy '#{sla_policy.name}' (ID: #{sla_policy_id}) to #{total_count} conversations in Account #{account_id}"
+    puts "Processing in batches of #{batch_size}"
+    puts "Started at: #{Time.current}"
+
+    start_time = Time.current
+    processed_count = 0
+    error_count = 0
+
+    conversations.find_in_batches(batch_size: batch_size) do |batch|
+      batch.each do |conversation|
+        conversation.update!(sla_policy_id: sla_policy_id)
+        processed_count += 1
+        puts "Processed #{processed_count}/#{total_count} conversations" if (processed_count % 100).zero?
+      rescue StandardError => e
+        error_count += 1
+        puts "Error applying SLA to conversation #{conversation.id}: #{e.message}"
+      end
+    end
+
+    elapsed_time = Time.current - start_time
+    puts "\nCompleted!"
+    puts "Successfully processed: #{processed_count} conversations"
+    puts "Errors encountered: #{error_count}" if error_count.positive?
+    puts "Total time: #{elapsed_time.round(2)}s"
+    puts "Average time per conversation: #{(elapsed_time / processed_count).round(3)}s" if processed_count.positive?
+  end
+end
+# rubocop:enable Metrics/BlockLength

lib/tasks/bulk_conversations.rake

@@ -0,0 +1,176 @@
+# Generate Bulk Conversations
+#
+# This task creates bulk conversations with fake contacts and movie dialogue messages
+# for testing purposes. Each conversation gets random messages between contacts and agents.
+#
+# Usage Examples:
+#   # Using arguments (may need escaping in some shells)
+#   bundle exec rake "conversations:generate_bulk[100,1,1]"
+#
+#   # Using environment variables (recommended)
+#   COUNT=100 ACCOUNT_ID=1 INBOX_ID=1 bundle exec rake conversations:generate_bulk
+#
+#   # Generate 50 conversations
+#   COUNT=50 ACCOUNT_ID=1 INBOX_ID=1 bundle exec rake conversations:generate_bulk
+#
+# Parameters:
+#   COUNT: Number of conversations to create (default: 10)
+#   ACCOUNT_ID: ID of the account (required)
+#   INBOX_ID: ID of the inbox that belongs to the account (required)
+#
+# What it creates:
+#   - Unique contacts with fake names, emails, phone numbers
+#   - Conversations with random status (open/resolved/pending)
+#   - 3-10 messages per conversation with movie quotes
+#   - Alternating incoming/outgoing message flow
+#
+# Notes:
+#   - Only runs in development environment
+#   - Creates realistic test data for conversation testing
+#   - Progress shown every 10 conversations
+#   - All contacts get unique email addresses to avoid conflicts
+#
+# rubocop:disable Metrics/BlockLength
+namespace :conversations do
+  desc 'Generate bulk conversations with contacts and movie dialogue messages'
+  task :generate_bulk, [:count, :account_id, :inbox_id] => :environment do |_t, args|
+    unless Rails.env.development?
+      puts 'This task can only be run in the development environment.'
+      puts "Current environment: #{Rails.env}"
+      exit(1)
+    end
+
+    count = (args[:count] || ENV['COUNT'] || 10).to_i
+    account_id = args[:account_id] || ENV.fetch('ACCOUNT_ID', nil)
+    inbox_id = args[:inbox_id] || ENV.fetch('INBOX_ID', nil)
+
+    if account_id.blank?
+      puts 'Error: ACCOUNT_ID is required'
+      puts 'Usage: bundle exec rake conversations:generate_bulk[count,account_id,inbox_id]'
+      puts 'Or: COUNT=100 ACCOUNT_ID=1 INBOX_ID=1 bundle exec rake conversations:generate_bulk'
+      exit(1)
+    end
+
+    if inbox_id.blank?
+      puts 'Error: INBOX_ID is required'
+      puts 'Usage: bundle exec rake conversations:generate_bulk[count,account_id,inbox_id]'
+      puts 'Or: COUNT=100 ACCOUNT_ID=1 INBOX_ID=1 bundle exec rake conversations:generate_bulk'
+      exit(1)
+    end
+
+    account = Account.find_by(id: account_id)
+    inbox = Inbox.find_by(id: inbox_id)
+
+    unless account
+      puts "Error: Account with ID #{account_id} not found"
+      exit(1)
+    end
+
+    unless inbox
+      puts "Error: Inbox with ID #{inbox_id} not found"
+      exit(1)
+    end
+
+    unless inbox.account_id == account.id
+      puts "Error: Inbox #{inbox_id} does not belong to Account #{account_id}"
+      exit(1)
+    end
+
+    puts "Generating #{count} conversations for Account ##{account.id} in Inbox ##{inbox.id}..."
+    puts "Started at: #{Time.current}"
+
+    start_time = Time.current
+    created_count = 0
+
+    count.times do |i|
+      contact = create_contact(account)
+      contact_inbox = create_contact_inbox(contact, inbox)
+      conversation = create_conversation(contact_inbox)
+      add_messages(conversation)
+
+      created_count += 1
+      puts "Created conversation #{i + 1}/#{count} (ID: #{conversation.id})" if ((i + 1) % 10).zero?
+    rescue StandardError => e
+      puts "Error creating conversation #{i + 1}: #{e.message}"
+      puts e.backtrace.first(5).join("\n")
+    end
+
+    elapsed_time = Time.current - start_time
+    puts "\nCompleted!"
+    puts "Successfully created: #{created_count} conversations"
+    puts "Total time: #{elapsed_time.round(2)}s"
+    puts "Average time per conversation: #{(elapsed_time / created_count).round(3)}s" if created_count.positive?
+  end
+
+  def create_contact(account)
+    Contact.create!(
+      account: account,
+      name: Faker::Name.name,
+      email: "#{SecureRandom.uuid}@example.com",
+      phone_number: generate_e164_phone_number,
+      additional_attributes: {
+        source: 'bulk_generator',
+        company: Faker::Company.name,
+        city: Faker::Address.city
+      }
+    )
+  end
+
+  def generate_e164_phone_number
+    country_code = [1, 44, 61, 91, 81].sample
+    subscriber_number = rand(1_000_000..9_999_999_999).to_s
+    subscriber_number = subscriber_number[0...(15 - country_code.to_s.length)]
+    "+#{country_code}#{subscriber_number}"
+  end
+
+  def create_contact_inbox(contact, inbox)
+    ContactInboxBuilder.new(
+      contact: contact,
+      inbox: inbox
+    ).perform
+  end
+
+  def create_conversation(contact_inbox)
+    ConversationBuilder.new(
+      params: ActionController::Parameters.new(
+        status: %w[open resolved pending].sample,
+        additional_attributes: {},
+        custom_attributes: {}
+      ),
+      contact_inbox: contact_inbox
+    ).perform
+  end
+
+  def add_messages(conversation)
+    num_messages = rand(3..10)
+    message_type = %w[incoming outgoing].sample
+
+    num_messages.times do
+      message_type = message_type == 'incoming' ? 'outgoing' : 'incoming'
+      create_message(conversation, message_type)
+    end
+  end
+
+  def create_message(conversation, message_type)
+    sender = if message_type == 'incoming'
+               conversation.contact
+             else
+               conversation.account.users.sample || conversation.account.administrators.first
+             end
+
+    conversation.messages.create!(
+      account: conversation.account,
+      inbox: conversation.inbox,
+      sender: sender,
+      message_type: message_type,
+      content: generate_movie_dialogue,
+      content_type: :text,
+      private: false
+    )
+  end
+
+  def generate_movie_dialogue
+    Faker::Movie.quote
+  end
+end
+# rubocop:enable Metrics/BlockLength

package.json

@@ -69,6 +69,8 @@
     "flag-icons": "^7.2.3",
     "floating-vue": "^5.2.2",
     "highlight.js": "^11.10.0",
+    "html-to-image": "^1.11.13",
+    "html2canvas": "^1.4.1",
     "idb": "^8.0.0",
     "js-cookie": "^3.0.5",
     "json-logic-js": "^2.0.5",

pnpm-lock.yaml

@@ -127,6 +127,12 @@ importers:
       highlight.js:
         specifier: ^11.10.0
         version: 11.10.0
+      html-to-image:
+        specifier: ^1.11.13
+        version: 1.11.13
+      html2canvas:
+        specifier: ^1.4.1
+        version: 1.4.1
       idb:
         specifier: ^8.0.0
         version: 8.0.0
@@ -1672,6 +1678,10 @@ packages:
   balanced-match@1.0.2:
     resolution: {integrity: sha512-3oSeUO0TMV67hN1AmbXsK4yaqU7tjiHlbxRDZOpH0KW9+CeX4bRAaX0Anxt0tx2MrpRpWwQaPwIlISEJhYU5Pw==}
 
+  base64-arraybuffer@1.0.2:
+    resolution: {integrity: sha512-I3yl4r9QB5ZRY3XuJVEPfc2XhZO6YweFPI+UovAzn+8/hb3oJ6lnysaFcjVpkCPfVWFUDvoZ8kmVDP7WyRtYtQ==}
+    engines: {node: '>= 0.6.0'}
+
   bidi-js@1.0.3:
     resolution: {integrity: sha512-RKshQI1R3YQ+n9YJz2QQ147P66ELpa1FQEg20Dk8oW9t2KgLbpDLLp9aGZ7y8WHSshDknG0bknqGw5/tyCs5tw==}
 
@@ -1918,6 +1928,9 @@ packages:
     peerDependencies:
       postcss: ^8.4
 
+  css-line-break@2.1.0:
+    resolution: {integrity: sha512-FHcKFCZcAha3LwfVBhCQbW2nCNbkZXn7KVUJcsT5/P8YmfsVja0FMPJr0B903j/E69HUphKiV9iQArX8SDYA4w==}
+
   css-prefers-color-scheme@8.0.2:
     resolution: {integrity: sha512-OvFghizHJ45x7nsJJUSYLyQNTzsCU8yWjxAc/nhPQg1pbs18LMoET8N3kOweFDPy0JV0OSXN2iqRFhPBHYOeMA==}
     engines: {node: ^14 || ^16 || >=18}
@@ -2686,6 +2699,13 @@ packages:
   html-escaper@2.0.2:
     resolution: {integrity: sha512-H2iMtd0I4Mt5eYiapRdIDjp+XzelXQ0tFE4JS7YFwFevXXMmOp9myNrUvCg0D6ws8iqkRPBfKHgbwig1SmlLfg==}
 
+  html-to-image@1.11.13:
+    resolution: {integrity: sha512-cuOPoI7WApyhBElTTb9oqsawRvZ0rHhaHwghRLlTuffoD1B2aDemlCruLeZrUIIdvG7gs9xeELEPm6PhuASqrg==}
+
+  html2canvas@1.4.1:
+    resolution: {integrity: sha512-fPU6BHNpsyIhr8yyMpTLLxAbkaK8ArIBcmZIRiBLiDhjeqvXolaEmDGmELFuX9I4xDcaKKcJl+TKZLqruBbmWA==}
+    engines: {node: '>=8.0.0'}
+
   htmlparser2@8.0.2:
     resolution: {integrity: sha512-GYdjWKDkbRLkZ5geuHs5NY1puJ+PXwP7+fHPRz06Eirsb9ugf6d8kkXav6ADhcODhFFPMIXyxkxSuMf3D6NCFA==}
 
@@ -4217,6 +4237,9 @@ packages:
     resolution: {integrity: sha512-pFYqmTw68LXVjeWJMST4+borgQP2AyMNbg1BpZh9LbyhUeNkeaPF9gzfPGUAnSMV3qPYdWUwDIjjCLiSDOl7vg==}
     engines: {node: '>=18'}
 
+  text-segmentation@1.0.3:
+    resolution: {integrity: sha512-iOiPUo/BGnZ6+54OsWxZidGCsdU8YbE4PSpdPinp7DeMtUJNJBoJ/ouUSTJjHkh1KntHaltHl/gDs2FC4i5+Nw==}
+
   text-table@0.2.0:
     resolution: {integrity: sha512-N+8UisAXDGk8PFXP4HAzVR9nbfmVJ3zYLAWiTIoqC5v5isinhr+r5uaO8+7r3BMfuNIufIsA7RdpVgacC2cSpw==}
 
@@ -4413,6 +4436,9 @@ packages:
     resolution: {integrity: sha512-pMZTvIkT1d+TFGvDOqodOclx0QWkkgi6Tdoa8gC8ffGAAqz9pzPTZWAybbsHHoED/ztMtkv/VoYTYyShUn81hA==}
     engines: {node: '>= 0.4.0'}
 
+  utrie@1.0.2:
+    resolution: {integrity: sha512-1MLa5ouZiOmQzUbjbu9VmjLzn1QLXBhwpUa7kdLUQK+KQ5KA9I1vk5U4YHe/X2Ch7PYnJfWuWT+VbuxbGwljhw==}
+
   video.js@7.18.1:
     resolution: {integrity: sha512-mnXdmkVcD5qQdKMZafDjqdhrnKGettZaGSVkExjACiylSB4r2Yt5W1bchsKmjFpfuNfszsMjTUnnoIWSSqoe/Q==}
 
@@ -6248,6 +6274,8 @@ snapshots:
 
   balanced-match@1.0.2: {}
 
+  base64-arraybuffer@1.0.2: {}
+
   bidi-js@1.0.3:
     dependencies:
       require-from-string: 2.0.2
@@ -6530,6 +6558,10 @@ snapshots:
       postcss-selector-parser: 6.1.1
       postcss-value-parser: 4.2.0
 
+  css-line-break@2.1.0:
+    dependencies:
+      utrie: 1.0.2
+
   css-prefers-color-scheme@8.0.2(postcss@8.4.47):
     dependencies:
       postcss: 8.4.47
@@ -7464,6 +7496,13 @@ snapshots:
 
   html-escaper@2.0.2: {}
 
+  html-to-image@1.11.13: {}
+
+  html2canvas@1.4.1:
+    dependencies:
+      css-line-break: 2.1.0
+      text-segmentation: 1.0.3
+
   htmlparser2@8.0.2:
     dependencies:
       domelementtype: 2.3.0
@@ -9158,6 +9197,10 @@ snapshots:
       glob: 10.4.5
       minimatch: 9.0.5
 
+  text-segmentation@1.0.3:
+    dependencies:
+      utrie: 1.0.2
+
   text-table@0.2.0: {}
 
   thenify-all@1.6.0:
@@ -9358,6 +9401,10 @@ snapshots:
 
   utils-merge@1.0.1: {}
 
+  utrie@1.0.2:
+    dependencies:
+      base64-arraybuffer: 1.0.2
+
   video.js@7.18.1:
     dependencies:
       '@babel/runtime': 7.25.6