refactor(voice): make the whole call bubble the join target and switch active calls

- The bubble itself is now the click target with an inline Join/Rejoin caption, matching the original design intent — discoverable on hover without a separate footer button. - If the agent already has a different active call, end it first so the switch is clean (mirrors FloatingCallWidget.handleJoinCall).
feat(voice): allow joining a call from the conversation timeline bubble
2026-04-30 18:52:48 +04:00 · 2026-04-30 18:46:09 +04:00 · 2026-04-30 18:38:10 +04:00 · 2026-04-30 11:25:39 +04:00 · 2026-04-29 23:27:14 +05:30 · 2026-04-29 23:19:52 +05:30
174 changed files with 5848 additions and 1439 deletions
@@ -22,6 +22,7 @@ gem 'time_diff'
 gem 'tzinfo-data'
 gem 'valid_email2'
 gem 'email-provider-info'
+gem 'gemoji'
 # compress javascript config.assets.js_compressor
 gem 'uglifier'
 ##-- used for single column multiple binary flags in notification settings/feature flagging --##
@@ -108,8 +108,8 @@ GEM
    acts-as-taggable-on (12.0.0)
      activerecord (>= 7.1, < 8.1)
      zeitwerk (>= 2.4, < 3.0)
-    addressable (2.8.7)
-      public_suffix (>= 2.0.2, < 7.0)
+    addressable (2.9.0)
+      public_suffix (>= 2.0.2, < 8.0)
    administrate (0.20.1)
      actionpack (>= 6.0, < 8.0)
      actionview (>= 6.0, < 8.0)
@@ -349,6 +349,7 @@ GEM
      googleapis-common-protos-types (>= 1.3.1, < 2.a)
      googleauth (~> 1.0)
      grpc (~> 1.36)
+    gemoji (4.1.0)
    geocoder (1.8.1)
    gli (2.22.2)
      ostruct
@@ -676,7 +677,7 @@ GEM
      method_source (~> 1.0)
    pry-rails (0.3.9)
      pry (>= 0.10.4)
-    public_suffix (6.0.2)
+    public_suffix (7.0.5)
    puma (6.4.3)
      nio4r (~> 2.0)
    pundit (2.3.0)
@@ -1075,6 +1076,7 @@ DEPENDENCIES
  fcm
  flag_shih_tzu
  foreman
+  gemoji
  geocoder
  gmail_xoauth
  google-cloud-dialogflow-v2 (>= 0.24.0)
@@ -80,10 +80,17 @@ class DashboardController < ActionController::Base
      IS_ENTERPRISE: ChatwootApp.enterprise?,
      AZURE_APP_ID: GlobalConfigService.load('AZURE_APP_ID', ''),
      GIT_SHA: GIT_HASH,
-      ALLOWED_LOGIN_METHODS: allowed_login_methods
+      ALLOWED_LOGIN_METHODS: allowed_login_methods,
+      ACTIVE_PLATFORM_BANNERS: active_platform_banners
    }
  end

+  def active_platform_banners
+    return [] unless ChatwootApp.chatwoot_cloud?
+
+    PlatformBanner.active.order(created_at: :desc).as_json(only: %i[id banner_message banner_type updated_at])
+  end
+
  def allowed_login_methods
    methods = ['email']
    methods << 'google_oauth' if GlobalConfigService.load('ENABLE_GOOGLE_OAUTH_LOGIN', 'true').to_s != 'false'
@@ -0,0 +1,9 @@
+class SuperAdmin::PlatformBannersController < SuperAdmin::ApplicationController
+  before_action :ensure_chatwoot_cloud
+
+  private
+
+  def ensure_chatwoot_cloud
+    raise ActionController::RoutingError, 'Not Found' unless ChatwootApp.chatwoot_cloud?
+  end
+end
@@ -0,0 +1,20 @@
+require 'administrate/base_dashboard'
+
+class PlatformBannerDashboard < Administrate::BaseDashboard
+  ATTRIBUTE_TYPES = {
+    id: Field::Number,
+    banner_message: Field::Text.with_options(truncate: 200),
+    banner_type: Field::Select.with_options(collection: %w[info warning error]),
+    active: Field::Boolean,
+    created_at: Field::DateTime,
+    updated_at: Field::DateTime
+  }.freeze
+
+  COLLECTION_ATTRIBUTES = %i[id banner_message banner_type active created_at].freeze
+  SHOW_PAGE_ATTRIBUTES = %i[id banner_message banner_type active created_at updated_at].freeze
+  FORM_ATTRIBUTES = %i[banner_message banner_type active].freeze
+
+  def display_resource(platform_banner)
+    "Banner ##{platform_banner.id} (#{platform_banner.banner_type})"
+  end
+end
@@ -48,3 +48,5 @@ class MessageFinder
    messages.reorder('created_at desc').limit(20).reverse
  end
 end
+
+MessageFinder.prepend_mod_with('MessageFinder')
@@ -7,7 +7,7 @@ module EmailHelper
  def render_email_html(content)
    return '' if content.blank?

-    ChatwootMarkdownRenderer.new(content).render_message.to_s
+    ChatwootMarkdownRenderer.new(content).render_message(hardbreaks: true).to_s
  end

  # Raise a standard error if any email address is invalid
@@ -3,6 +3,7 @@ import { mapGetters } from 'vuex';
 import LoadingState from './components/widgets/LoadingState.vue';
 import NetworkNotification from './components/NetworkNotification.vue';
 import UpdateBanner from './components/app/UpdateBanner.vue';
+import StatusBanner from './components/app/StatusBanner.vue';
 import PaymentPendingBanner from './components/app/PaymentPendingBanner.vue';
 import PendingEmailVerificationBanner from './components/app/PendingEmailVerificationBanner.vue';
 import vueActionCable from './helper/actionCable';
@@ -27,6 +28,7 @@ export default {
    LoadingState,
    NetworkNotification,
    UpdateBanner,
+    StatusBanner,
    PaymentPendingBanner,
    WootSnackbarBox,
    PendingEmailVerificationBanner,
@@ -137,6 +139,7 @@ export default {
    :dir="isRTL ? 'rtl' : 'ltr'"
  >
    <UpdateBanner :latest-chatwoot-version="latestChatwootVersion" />
+    <StatusBanner />
    <template v-if="currentAccountId">
      <PendingEmailVerificationBanner v-if="hideOnOnboardingView" />
      <PaymentPendingBanner v-if="hideOnOnboardingView" />
@@ -68,7 +68,7 @@ class TwilioVoiceClient extends EventTarget {
    this.inboxId = null;
  }

-  async joinClientCall({ to, conversationId }) {
+  async joinClientCall({ to, conversationId, callSid }) {
    if (!this.device || !this.initialized || !to) return null;
    if (this.activeConnection) return this.activeConnection;

@@ -76,6 +76,7 @@ class TwilioVoiceClient extends EventTarget {
      To: to,
      is_agent: 'true',
      conversation_id: conversationId,
+      call_sid: callSid,
    };

    const connection = await this.device.connect({ params });
@@ -12,10 +12,10 @@ class VoiceAPI extends ApiClient {
    return ContactsAPI.initiateCall(contactId, inboxId).then(r => r.data);
  }

-  leaveConference(inboxId, conversationId) {
+  leaveConference({ inboxId, conversationId, callSid }) {
    return axios
      .delete(`${this.baseUrl()}/inboxes/${inboxId}/conference`, {
-        params: { conversation_id: conversationId },
+        params: { conversation_id: conversationId, call_sid: callSid },
      })
      .then(r => r.data);
  }
@@ -51,7 +51,6 @@ const isFormInvalid = computed(() => contactsFormRef.value?.isFormInvalid);

 const countriesMap = computed(() => {
  return countries.reduce((acc, country) => {
-    acc[country.code] = country;
    acc[country.id] = country;
    return acc;
  }, {});
@@ -3,7 +3,7 @@ import { computed, ref, useAttrs } from 'vue';
 import { useI18n } from 'vue-i18n';
 import { useRoute, useRouter } from 'vue-router';
 import { useMapGetter, useStore } from 'dashboard/composables/store';
-import { INBOX_TYPES } from 'dashboard/helper/inbox';
+import { isVoiceCallEnabled } from 'dashboard/helper/inbox';
 import { useAlert } from 'dashboard/composables';
 import { frontendURL, conversationUrl } from 'dashboard/helper/URLHelper';
 import { useCallsStore } from 'dashboard/stores/calls';
@@ -34,9 +34,7 @@ const inboxesList = useMapGetter('inboxes/getInboxes');
 const contactsUiFlags = useMapGetter('contacts/getUIFlags');

 const voiceInboxes = computed(() =>
-  (inboxesList.value || []).filter(
-    inbox => inbox.channel_type === INBOX_TYPES.VOICE
-  )
+  (inboxesList.value || []).filter(isVoiceCallEnabled)
 );
 const hasVoiceInboxes = computed(() => voiceInboxes.value.length > 0);

@@ -35,10 +35,16 @@ const emit = defineEmits([
 const lastMessageInChat = computed(() => getLastMessage(props.chat));
 const showLabelsSection = computed(() => props.chat.labels?.length > 0);

-const voiceCallData = computed(() => ({
-  status: props.chat.additional_attributes?.call_status,
-  direction: props.chat.additional_attributes?.call_direction,
-}));
+const voiceCallData = computed(() => {
+  const last = lastMessageInChat.value;
+  if (last?.content_type !== 'voice_call' || !last.call) {
+    return { status: null, direction: null };
+  }
+  return {
+    status: last.call.status,
+    direction: last.call.direction === 'outgoing' ? 'outbound' : 'inbound',
+  };
+});

 const unreadCount = computed(() => props.chat.unread_count);

@@ -8,8 +8,6 @@ import { useEventListener } from '@vueuse/core';
 import { ALLOWED_FILE_TYPES } from 'shared/constants/messages';
 import { useKeyboardEvents } from 'dashboard/composables/useKeyboardEvents';
 import FileUpload from 'vue-upload-component';
-import { INBOX_TYPES } from 'dashboard/helper/inbox';
-
 import Button from 'dashboard/components-next/button/Button.vue';
 import WhatsAppOptions from './WhatsAppOptions.vue';
 import ContentTemplateSelector from './ContentTemplateSelector.vue';
@@ -30,6 +28,7 @@ const props = defineProps({
  isDropdownActive: { type: Boolean, default: false },
  messageSignature: { type: String, default: '' },
  inboxId: { type: Number, default: null },
+  voiceEnabled: { type: Boolean, default: false },
 });

 const emit = defineEmits([
@@ -82,11 +81,9 @@ 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
+    props.hasSelectedInbox && isRegularMessageMode.value && !props.voiceEnabled
  );
 });

@@ -111,7 +108,7 @@ watch(
  () => props.hasSelectedInbox,
  newValue => {
    nextTick(() => {
-      if (newValue && !isVoiceInbox.value) setSignature();
+      if (newValue && !props.voiceEnabled) setSignature();
    });
  },
  { immediate: true }
@@ -2,7 +2,7 @@
 import { ref, computed } from 'vue';
 import { useVuelidate } from '@vuelidate/core';
 import { required, requiredIf } from '@vuelidate/validators';
-import { INBOX_TYPES } from 'dashboard/helper/inbox';
+import { INBOX_TYPES, isVoiceCallEnabled } from 'dashboard/helper/inbox';
 import {
  appendSignature,
  removeSignature,
@@ -100,6 +100,8 @@ const inboxChannelType = computed(() => props.targetInbox?.channelType || '');

 const inboxMedium = computed(() => props.targetInbox?.medium || '');

+const voiceCallEnabled = computed(() => isVoiceCallEnabled(props.targetInbox));
+
 const effectiveChannelType = computed(() =>
  getEffectiveChannelType(inboxChannelType.value, inboxMedium.value)
 );
@@ -442,6 +444,7 @@ useKeyboardEvents({
      :is-twilio-whats-app-inbox="inboxTypes.isTwilioWhatsapp"
      :message-templates="whatsappMessageTemplates"
      :channel-type="inboxChannelType"
+      :voice-enabled="voiceCallEnabled"
      :is-loading="isCreating"
      :disable-send-button="isCreating"
      :has-selected-inbox="!!targetInbox"
@@ -1,5 +1,3 @@
-<!-- DEPRECIATED -->
-<!-- TODO: Replace this banner component with NextBanner "app/javascript/dashboard/components-next/banner/Banner.vue" -->
 <script setup>
 import { computed } from 'vue';

@@ -20,11 +18,13 @@ const emit = defineEmits(['action']);

 const bannerClass = computed(() => {
  const classMap = {
-    slate: 'bg-n-slate-3 border-n-slate-4 text-n-slate-11',
-    amber: 'bg-n-amber-3 border-n-amber-4 text-n-amber-11',
-    teal: 'bg-n-teal-3 border-n-teal-4 text-n-teal-11',
-    ruby: 'bg-n-ruby-3 border-n-ruby-4 text-n-ruby-11',
-    blue: 'bg-n-blue-3 border-n-blue-4 text-n-blue-11',
+    slate:
+      'bg-n-slate-3 border-n-slate-4 text-n-slate-11 [&_.link]:text-n-slate-11',
+    amber:
+      'bg-n-amber-3 border-n-amber-4 text-n-amber-11 [&_.link]:text-n-amber-11',
+    teal: 'bg-n-teal-3 border-n-teal-4 text-n-teal-11 [&_.link]:text-n-teal-11',
+    ruby: 'bg-n-ruby-3 border-n-ruby-4 text-n-ruby-11 [&_.link]:text-n-ruby-11',
+    blue: 'bg-n-blue-3 border-n-blue-4 text-n-blue-11 [&_.link]:text-n-blue-11',
  };

  return classMap[props.color];
@@ -1,4 +1,5 @@
 import { computed } from 'vue';
+import { isVoiceCallEnabled } from 'dashboard/helper/inbox';

 export function useChannelIcon(inbox) {
  const channelTypeIconMap = {
@@ -14,7 +15,6 @@ export function useChannelIcon(inbox) {
    'Channel::Whatsapp': 'i-woot-whatsapp',
    'Channel::Instagram': 'i-woot-instagram',
    'Channel::Tiktok': 'i-woot-tiktok',
-    'Channel::Voice': 'i-woot-voice',
  };

  const providerIconMap = {
@@ -38,6 +38,11 @@ export function useChannelIcon(inbox) {
      icon = 'i-woot-whatsapp';
    }

+    // Special case for voice-enabled inboxes (Twilio, WhatsApp, etc.)
+    if (isVoiceCallEnabled(inboxDetails)) {
+      icon = 'i-woot-voice';
+    }
+
    return icon ?? 'i-ri-global-fill';
  });

@@ -19,8 +19,11 @@ describe('useChannelIcon', () => {
    expect(icon).toBe('i-woot-whatsapp');
  });

-  it('returns correct icon for Voice channel', () => {
-    const inbox = { channel_type: 'Channel::Voice' };
+  it('returns correct icon for voice-enabled Twilio channel', () => {
+    const inbox = {
+      channel_type: 'Channel::TwilioSms',
+      voice_enabled: true,
+    };
    const { value: icon } = useChannelIcon(inbox);
    expect(icon).toBe('i-woot-voice');
  });
@@ -113,6 +113,7 @@ const props = defineProps({
    validator: value => Object.values(MESSAGE_STATUS).includes(value),
  },
  attachments: { type: Array, default: () => [] },
+  call: { type: Object, default: null }, // eslint-disable-line vue/no-unused-properties
  content: { type: String, default: null },
  contentAttributes: { type: Object, default: () => ({}) },
  contentType: {
@@ -1,7 +1,11 @@
 <script setup>
 import { computed } from 'vue';
+import { useI18n } from 'vue-i18n';
+import { useStore } from 'vuex';
 import { useMessageContext } from '../provider.js';
-import { MESSAGE_TYPES, VOICE_CALL_STATUS } from '../constants';
+import { VOICE_CALL_STATUS } from '../constants';
+import { useCallSession } from 'dashboard/composables/useCallSession';
+import { canCurrentUserJoinCall } from 'dashboard/helper/voice';

 import Icon from 'dashboard/components-next/icon/Icon.vue';
 import BaseBubble from 'next/message/bubbles/Base.vue';
@@ -11,11 +15,6 @@ const LABEL_MAP = {
  [VOICE_CALL_STATUS.COMPLETED]: 'CONVERSATION.VOICE_CALL.CALL_ENDED',
 };

-const SUBTEXT_MAP = {
-  [VOICE_CALL_STATUS.RINGING]: 'CONVERSATION.VOICE_CALL.NOT_ANSWERED_YET',
-  [VOICE_CALL_STATUS.COMPLETED]: 'CONVERSATION.VOICE_CALL.CALL_ENDED',
-};
-
 const ICON_MAP = {
  [VOICE_CALL_STATUS.IN_PROGRESS]: 'i-ph-phone-call',
  [VOICE_CALL_STATUS.NO_ANSWER]: 'i-ph-phone-x',
@@ -30,15 +29,50 @@ const BG_COLOR_MAP = {
  [VOICE_CALL_STATUS.FAILED]: 'bg-n-ruby-9',
 };

-const { contentAttributes, messageType } = useMessageContext();
+const JOINABLE_STATUSES = [
+  VOICE_CALL_STATUS.RINGING,
+  VOICE_CALL_STATUS.IN_PROGRESS,
+];

-const data = computed(() => contentAttributes.value?.data);
-const status = computed(() => data.value?.status?.toString());
+const { t } = useI18n();
+const store = useStore();
+const { call, conversationId, currentUserId, inboxId, sender } =
+  useMessageContext();
+const { activeCall, hasActiveCall, isJoining, joinCall, endCall } =
+  useCallSession({
+    manageSessionState: false,
+  });

-const isOutbound = computed(() => messageType.value === MESSAGE_TYPES.OUTGOING);
+const status = computed(() => call.value?.status);
+const isOutbound = computed(() => call.value?.direction === 'outgoing');
 const isFailed = computed(() =>
  [VOICE_CALL_STATUS.NO_ANSWER, VOICE_CALL_STATUS.FAILED].includes(status.value)
 );
+const acceptedByAgentId = computed(() => call.value?.accepted_by_agent_id);
+const didCurrentUserAnswer = computed(
+  () =>
+    !!acceptedByAgentId.value && acceptedByAgentId.value === currentUserId.value
+);
+// Pickup auto-assigns the conversation, so the assignee is a safe display proxy
+// for the answerer when the Call payload lacks accepted_by_agent_id (e.g.,
+// Twilio's call-status webhook flipped the call to in-progress before the
+// participant-join webhook claimed it).
+const conversationAssignee = computed(() => {
+  const conversation = store.getters.getConversationById?.(
+    conversationId?.value
+  );
+  return conversation?.meta?.assignee || null;
+});
+const displayAgentName = computed(() => {
+  if (call.value?.accepted_by_agent_name)
+    return call.value.accepted_by_agent_name;
+  if (acceptedByAgentId.value) {
+    const agent = store.getters['agents/getAgentById'](acceptedByAgentId.value);
+    if (agent?.available_name) return agent.available_name;
+    if (agent?.name) return agent.name;
+  }
+  return conversationAssignee.value?.name || null;
+});

 const labelKey = computed(() => {
  if (LABEL_MAP[status.value]) return LABEL_MAP[status.value];
@@ -52,16 +86,28 @@ const labelKey = computed(() => {
    : 'CONVERSATION.VOICE_CALL.INCOMING_CALL';
 });

-const subtextKey = computed(() => {
-  if (SUBTEXT_MAP[status.value]) return SUBTEXT_MAP[status.value];
+const subtext = computed(() => {
+  if (status.value === VOICE_CALL_STATUS.RINGING) {
+    return t('CONVERSATION.VOICE_CALL.NOT_ANSWERED_YET');
+  }
+  if (status.value === VOICE_CALL_STATUS.COMPLETED) {
+    return t('CONVERSATION.VOICE_CALL.CALL_ENDED');
+  }
  if (status.value === VOICE_CALL_STATUS.IN_PROGRESS) {
-    return isOutbound.value
-      ? 'CONVERSATION.VOICE_CALL.THEY_ANSWERED'
-      : 'CONVERSATION.VOICE_CALL.YOU_ANSWERED';
+    if (isOutbound.value) return t('CONVERSATION.VOICE_CALL.THEY_ANSWERED');
+    if (didCurrentUserAnswer.value) {
+      return t('CONVERSATION.VOICE_CALL.YOU_ANSWERED');
+    }
+    if (displayAgentName.value) {
+      return t('CONVERSATION.VOICE_CALL.AGENT_ANSWERED', {
+        agentName: displayAgentName.value,
+      });
+    }
+    return t('CONVERSATION.VOICE_CALL.THEY_ANSWERED');
  }
  return isFailed.value
-    ? 'CONVERSATION.VOICE_CALL.NO_ANSWER'
-    : 'CONVERSATION.VOICE_CALL.NOT_ANSWERED_YET';
+    ? t('CONVERSATION.VOICE_CALL.NO_ANSWER')
+    : t('CONVERSATION.VOICE_CALL.NOT_ANSWERED_YET');
 });

 const iconName = computed(() => {
@@ -70,11 +116,83 @@ const iconName = computed(() => {
 });

 const bgColor = computed(() => BG_COLOR_MAP[status.value] || 'bg-n-teal-9');
+
+const callSid = computed(() => call.value?.provider_call_id);
+const isAlreadyOnThisCall = computed(
+  () => !!callSid.value && activeCall.value?.callSid === callSid.value
+);
+const resolvedInboxId = computed(() => {
+  if (inboxId?.value) return inboxId.value;
+  const conversation = store.getters.getConversationById?.(
+    conversationId?.value
+  );
+  return conversation?.inbox_id || null;
+});
+const conversationForVisibility = computed(() =>
+  store.getters.getConversationById?.(conversationId?.value)
+);
+const isVisibleToCurrentUser = computed(() =>
+  canCurrentUserJoinCall({
+    call: call.value,
+    conversation: conversationForVisibility.value,
+    senderId: sender?.value?.id,
+    currentUserId: currentUserId?.value,
+  })
+);
+const canJoin = computed(
+  () =>
+    JOINABLE_STATUSES.includes(status.value) &&
+    !!callSid.value &&
+    !!resolvedInboxId.value &&
+    !!conversationId?.value &&
+    !isAlreadyOnThisCall.value &&
+    isVisibleToCurrentUser.value
+);
+const joinLabel = computed(() =>
+  status.value === VOICE_CALL_STATUS.IN_PROGRESS && didCurrentUserAnswer.value
+    ? t('CONVERSATION.VOICE_CALL.REJOIN_CALL')
+    : t('CONVERSATION.VOICE_CALL.JOIN_CALL')
+);
+
+const activeConversation = computed(() => {
+  const id = activeCall.value?.conversationId;
+  return id ? store.getters.getConversationById?.(id) : null;
+});
+
+const handleJoinClick = async () => {
+  if (!canJoin.value || isJoining.value) return;
+  if (hasActiveCall.value && activeCall.value?.callSid !== callSid.value) {
+    const activeInboxId = activeConversation.value?.inbox_id;
+    if (activeCall.value?.conversationId && activeInboxId) {
+      await endCall({
+        conversationId: activeCall.value.conversationId,
+        inboxId: activeInboxId,
+        callSid: activeCall.value.callSid,
+      });
+    }
+  }
+  await joinCall({
+    conversationId: conversationId.value,
+    inboxId: resolvedInboxId.value,
+    callSid: callSid.value,
+  });
+};
 </script>

 <template>
  <BaseBubble class="p-0 border-none" hide-meta>
-    <div class="flex overflow-hidden flex-col w-full max-w-xs">
+    <button
+      type="button"
+      :disabled="!canJoin || isJoining"
+      data-test-id="voice-call-join"
+      class="flex overflow-hidden flex-col w-full max-w-xs text-left bg-transparent border-none"
+      :class="{
+        'cursor-pointer transition-colors hover:bg-n-alpha-1 active:bg-n-alpha-2':
+          canJoin,
+        'cursor-default': !canJoin,
+      }"
+      @click="handleJoinClick"
+    >
      <div class="flex gap-3 items-center p-3 w-full">
        <div
          class="flex justify-center items-center rounded-full size-10 shrink-0"
@@ -95,10 +213,13 @@ const bgColor = computed(() => BG_COLOR_MAP[status.value] || 'bg-n-teal-9');
            {{ $t(labelKey) }}
          </span>
          <span class="text-xs text-n-slate-11">
-            {{ $t(subtextKey) }}
+            {{ subtext }}
+          </span>
+          <span v-if="canJoin" class="mt-1 text-xs font-medium text-n-teal-10">
+            {{ joinLabel }}
          </span>
        </div>
      </div>
-    </div>
+    </button>
  </BaseBubble>
 </template>
@@ -0,0 +1,63 @@
+<script setup>
+import { ref, computed } from 'vue';
+import { useMapGetter } from 'dashboard/composables/store';
+import { useI18n } from 'vue-i18n';
+import { LOCAL_STORAGE_KEYS } from 'dashboard/constants/localStorage';
+import { LocalStorage } from 'shared/helpers/localStorage';
+import MessageFormatter from 'shared/helpers/MessageFormatter';
+import Banner from 'dashboard/components-next/banner/Banner.vue';
+
+const BANNER_COLOR_MAP = {
+  info: 'blue',
+  warning: 'amber',
+  error: 'ruby',
+};
+
+const { t } = useI18n();
+const globalConfig = useMapGetter('globalConfig/get');
+
+const dismissedBannerIds = ref(
+  LocalStorage.get(LOCAL_STORAGE_KEYS.DISMISSED_PLATFORM_BANNERS) || []
+);
+
+const dismissKey = banner => `${banner.id}-${banner.updated_at}`;
+
+const visibleBanners = computed(() => {
+  const banners = globalConfig.value?.activePlatformBanners || [];
+  return banners.filter(
+    banner => !dismissedBannerIds.value.includes(dismissKey(banner))
+  );
+});
+
+const formattedMessage = message =>
+  new MessageFormatter(message).formattedMessage;
+
+const bannerColor = bannerType => BANNER_COLOR_MAP[bannerType] || 'slate';
+
+const dismissBanner = banner => {
+  const key = dismissKey(banner);
+  if (dismissedBannerIds.value.includes(key)) return;
+
+  dismissedBannerIds.value.push(key);
+  LocalStorage.set(
+    LOCAL_STORAGE_KEYS.DISMISSED_PLATFORM_BANNERS,
+    dismissedBannerIds.value
+  );
+};
+</script>
+
+<template>
+  <Banner
+    v-for="banner in visibleBanners"
+    :key="banner.id"
+    :color="bannerColor(banner.banner_type)"
+    :action-label="t('GENERAL_SETTINGS.DISMISS')"
+    class="!rounded-none !justify-center [&_.link]:underline [&_p]:m-0"
+    @action="dismissBanner(banner)"
+  >
+    <span
+      v-dompurify-html="formattedMessage(banner.banner_message)"
+      class="text-xs"
+    />
+  </Banner>
+</template>
@@ -1,3 +1,5 @@
+<!-- DEPRECIATED -->
+<!-- TODO: Replace this banner component with NextBanner "app/javascript/dashboard/components-next/banner/Banner.vue" -->
 <script>
 import NextButton from 'dashboard/components-next/button/Button.vue';

@@ -44,6 +44,7 @@ const handleEndCall = async () => {
  await endCallSession({
    conversationId: call.conversationId,
    inboxId,
+    callSid: call.callSid,
  });
 };

@@ -51,6 +51,7 @@ import {

 import {
  appendSignature,
+  collapseSelection,
  findNodeToInsertImage,
  getContentNode,
  insertAtCursor,
@@ -66,6 +67,7 @@ import {
 import {
  hasPressedEnterAndNotCmdOrShift,
  hasPressedCommandAndEnter,
+  isEscape,
 } from 'shared/helpers/KeyboardHelpers';
 import { createTypingIndicator } from '@chatwoot/utils';
 import { checkFileSizeLimit } from 'shared/helpers/FileHelper';
@@ -515,7 +517,9 @@ function setMenubarPosition({ selection } = {}) {

 function checkSelection(editorState) {
  showSelectionMenu.value = false;
-  const hasSelection = editorState.selection.from !== editorState.selection.to;
+  const { selection } = editorState;
+  // Skip NodeSelection (from Esc -> selectParentNode); only text ranges count.
+  const hasSelection = !selection.empty && !selection.node;
  if (hasSelection === isTextSelected.value) return;

  isTextSelected.value = hasSelection;
@@ -711,12 +715,17 @@ function handleLineBreakWhenCmdAndEnterToSendEnabled(event) {
 }

 function onKeydown(event) {
+  if (isEscape(event)) {
+    collapseSelection(editorView);
+    return true;
+  }
  if (isEnterToSendEnabled()) {
    handleLineBreakWhenEnterToSendEnabled(event);
  }
  if (isCmdPlusEnterToSendEnabled()) {
    handleLineBreakWhenCmdAndEnterToSendEnabled(event);
  }
+  return false;
 }

 function createEditorView() {
@@ -744,6 +753,9 @@ function createEditorView() {
      blur: () => {
        if (props.disabled) return;
        typingIndicator.stop();
+        // PM keeps its selection on blur — clear the menu flags manually.
+        isTextSelected.value = false;
+        editorRoot.value?.classList.remove('has-selection');
        emit('blur');
      },
      paste: (view, event) => {
@@ -17,6 +17,8 @@ import { toggleMark } from 'prosemirror-commands';
 import { wrapInList } from 'prosemirror-schema-list';
 import { toggleBlockType } from '@chatwoot/prosemirror-schema/src/menu/common';
 import { checkFileSizeLimit } from 'shared/helpers/FileHelper';
+import { isEscape } from 'shared/helpers/KeyboardHelpers';
+import { collapseSelection } from 'dashboard/helper/editorHelper';
 import { useAlert } from 'dashboard/composables';
 import { useUISettings } from 'dashboard/composables/useUISettings';
 import keyboardEventListenerMixins from 'shared/mixins/keyboardEventListenerMixins';
@@ -362,19 +364,33 @@ export default {
    onKeyup() {
      this.$emit('keyup');
    },
-    onKeydown() {
+    onKeydown(view, event) {
      this.$emit('keydown');
+      if (isEscape(event)) {
+        if (this.showSlashMenu) {
+          this.showSlashMenu = false;
+          this.slashSearchTerm = '';
+          this.slashMenuPosition = null;
+          return true;
+        }
+        collapseSelection(editorView);
+        return true;
+      }
+      return false;
    },
    onBlur() {
+      // ProseMirror keeps its selection on blur — clear the menu flag manually.
+      this.isTextSelected = false;
+      this.$refs.editor?.classList.remove('has-selection');
      this.$emit('blur');
    },
    onFocus() {
      this.$emit('focus');
    },
    checkSelection(editorState) {
-      const { from, to } = editorState.selection;
-      // Check if there's a selection (from and to are different)
-      const hasSelection = from !== to;
+      const { selection } = editorState;
+      // Skip NodeSelection (from Esc -> selectParentNode); only text ranges count.
+      const hasSelection = !selection.empty && !selection.node;
      // If the selection state is the same as the previous state, do nothing
      if (hasSelection === this.isTextSelected) return;
      // Update the selection state
@@ -38,10 +38,16 @@ const unreadCount = computed(() => props.chat.unread_count);
 const hasUnread = computed(() => unreadCount.value > 0);
 const lastMessageInChat = computed(() => getLastMessage(props.chat));

-const voiceCallData = computed(() => ({
-  status: props.chat.additional_attributes?.call_status,
-  direction: props.chat.additional_attributes?.call_direction,
-}));
+const voiceCallData = computed(() => {
+  const last = lastMessageInChat.value;
+  if (last?.content_type !== 'voice_call' || !last.call) {
+    return { status: null, direction: null };
+  }
+  return {
+    status: last.call.status,
+    direction: last.call.direction === 'outgoing' ? 'outbound' : 'inbound',
+  };
+});

 const showMetaSection = computed(() => {
  return (
@@ -47,7 +47,11 @@ const mockStore = createStore({
            11: { id: 11, channel_type: INBOX_TYPES.API },
            12: { id: 12, channel_type: INBOX_TYPES.SMS },
            13: { id: 13, channel_type: INBOX_TYPES.INSTAGRAM },
-            14: { id: 14, channel_type: INBOX_TYPES.VOICE },
+            14: {
+              id: 14,
+              channel_type: INBOX_TYPES.TWILIO,
+              voice_enabled: true,
+            },
            15: { id: 15, channel_type: INBOX_TYPES.TIKTOK },
          };
          return inboxes[id] || null;
@@ -211,11 +215,11 @@ describe('useInbox', () => {
      });
      expect(wrapper.vm.isAnInstagramChannel).toBe(true);

-      // Test Voice
+      // Test Voice (Twilio with voice_enabled)
      wrapper = mount(createTestComponent(14), {
        global: { plugins: [mockStore] },
      });
-      expect(wrapper.vm.isAVoiceChannel).toBe(true);
+      expect(wrapper.vm.voiceCallEnabled).toBe(true);

      // Test Tiktok
      wrapper = mount(createTestComponent(15), {
@@ -274,7 +278,8 @@ describe('useInbox', () => {
        'isAnEmailChannel',
        'isAnInstagramChannel',
        'isATiktokChannel',
-        'isAVoiceChannel',
+        'voiceCallEnabled',
+        'voiceCallProvider',
      ];

      expectedProperties.forEach(prop => {
@@ -1,11 +1,18 @@
 import { computed, ref, watch, onUnmounted, onMounted } from 'vue';
+import { useI18n } from 'vue-i18n';
 import VoiceAPI from 'dashboard/api/channel/voice/voiceAPIClient';
 import TwilioVoiceClient from 'dashboard/api/channel/voice/twilioVoiceClient';
 import { useCallsStore } from 'dashboard/stores/calls';
+import { useAlert } from 'dashboard/composables';
 import Timer from 'dashboard/helper/Timer';

-export function useCallSession() {
+// `manageSessionState: false` lets sub-consumers (like the timeline VoiceCall
+// bubble) reuse joinCall/activeCall without registering duplicate Twilio
+// listeners or running their own duration timer — only the floating widget
+// owns the session lifecycle.
+export function useCallSession({ manageSessionState = true } = {}) {
  const callsStore = useCallsStore();
+  const { t } = useI18n();
  const isJoining = ref(false);
  const callDuration = ref(0);
  const durationTimer = new Timer(elapsed => {
@@ -16,36 +23,38 @@ export function useCallSession() {
  const incomingCalls = computed(() => callsStore.incomingCalls);
  const hasActiveCall = computed(() => callsStore.hasActiveCall);

-  watch(
-    hasActiveCall,
-    active => {
-      if (active) {
-        durationTimer.start();
-      } else {
-        durationTimer.stop();
-        callDuration.value = 0;
-      }
-    },
-    { immediate: true }
-  );
-
-  onMounted(() => {
-    TwilioVoiceClient.addEventListener('call:disconnected', () =>
-      callsStore.clearActiveCall()
+  if (manageSessionState) {
+    watch(
+      hasActiveCall,
+      active => {
+        if (active) {
+          durationTimer.start();
+        } else {
+          durationTimer.stop();
+          callDuration.value = 0;
+        }
+      },
+      { immediate: true }
    );
-  });

-  onUnmounted(() => {
-    durationTimer.stop();
-    TwilioVoiceClient.removeEventListener('call:disconnected', () =>
-      callsStore.clearActiveCall()
-    );
-  });
+    onMounted(() => {
+      TwilioVoiceClient.addEventListener('call:disconnected', () =>
+        callsStore.clearActiveCall()
+      );
+    });

-  const endCall = async ({ conversationId, inboxId }) => {
-    await VoiceAPI.leaveConference(inboxId, conversationId);
+    onUnmounted(() => {
+      durationTimer.stop();
+      TwilioVoiceClient.removeEventListener('call:disconnected', () =>
+        callsStore.clearActiveCall()
+      );
+    });
+  }
+
+  const endCall = async ({ conversationId, inboxId, callSid }) => {
+    await VoiceAPI.leaveConference({ inboxId, conversationId, callSid });
    TwilioVoiceClient.endClientCall();
-    durationTimer.stop();
+    if (manageSessionState) durationTimer.stop();
    callsStore.clearActiveCall();
  };

@@ -66,13 +75,19 @@ export function useCallSession() {
      await TwilioVoiceClient.joinClientCall({
        to: joinResponse?.conference_sid,
        conversationId,
+        callSid,
      });

      callsStore.setCallActive(callSid);
-      durationTimer.start();
+      if (manageSessionState) durationTimer.start();

      return { conferenceSid: joinResponse?.conference_sid };
    } catch (error) {
+      useAlert(error?.response?.data?.error || t('CONTACT_PANEL.CALL_FAILED'));
+      if (error?.response?.status === 409) {
+        TwilioVoiceClient.endClientCall();
+        callsStore.dismissCall(callSid);
+      }
      // eslint-disable-next-line no-console
      console.error('Failed to join call:', error);
      return null;
@@ -1,7 +1,11 @@
 import { computed } from 'vue';
 import { useMapGetter } from 'dashboard/composables/store';
 import { useCamelCase } from 'dashboard/composables/useTransformKeys';
-import { INBOX_TYPES } from 'dashboard/helper/inbox';
+import {
+  INBOX_TYPES,
+  isVoiceCallEnabled,
+  getVoiceCallProvider,
+} from 'dashboard/helper/inbox';

 export const INBOX_FEATURES = {
  REPLY_TO: 'replyTo',
@@ -134,9 +138,9 @@ export const useInbox = (inboxId = null) => {
    return channelType.value === INBOX_TYPES.TIKTOK;
  });

-  const isAVoiceChannel = computed(() => {
-    return channelType.value === INBOX_TYPES.VOICE;
-  });
+  const voiceCallEnabled = computed(() => isVoiceCallEnabled(inbox.value));
+
+  const voiceCallProvider = computed(() => getVoiceCallProvider(inbox.value));

  return {
    inbox,
@@ -156,6 +160,7 @@ export const useInbox = (inboxId = null) => {
    isAnEmailChannel,
    isAnInstagramChannel,
    isATiktokChannel,
-    isAVoiceChannel,
+    voiceCallEnabled,
+    voiceCallProvider,
  };
 };
@@ -109,11 +109,6 @@ export const FORMATTING = {
      'redo',
    ],
  },
-  'Channel::Voice': {
-    marks: [],
-    nodes: [],
-    menu: [],
-  },
  'Channel::Tiktok': {
    marks: [],
    nodes: [],
@@ -1,5 +1,6 @@
 export const LOCAL_STORAGE_KEYS = {
  DISMISSED_UPDATES: 'dismissedUpdates',
+  DISMISSED_PLATFORM_BANNERS: 'dismissedPlatformBanners',
  WIDGET_BUILDER: 'widgetBubble_',
  DRAFT_MESSAGES: 'draftMessages',
  COLOR_SCHEME: 'color_scheme',
@@ -36,6 +36,7 @@ export const FEATURE_FLAGS = {
  CHATWOOT_V4: 'chatwoot_v4',
  CHANNEL_INSTAGRAM: 'channel_instagram',
  CHANNEL_TIKTOK: 'channel_tiktok',
+  CHANNEL_VOICE: 'channel_voice',
  CONTACT_CHATWOOT_SUPPORT_TEAM: 'contact_chatwoot_support_team',
  CAPTAIN_CUSTOM_TOOLS: 'custom_tools',
  CAPTAIN_V2: 'captain_integration_v2',
@@ -2,6 +2,7 @@ import {
  messageSchema,
  MessageMarkdownTransformer,
  MessageMarkdownSerializer,
+  Selection,
 } from '@chatwoot/prosemirror-schema';
 import { replaceVariablesInMessage } from '@chatwoot/utils';
 import * as Sentry from '@sentry/vue';
@@ -273,6 +274,18 @@ export const scrollCursorIntoView = view => {
  }
 };

+/**
+ * Collapse the current selection to a cursor near its head. Used to override
+ * the default Escape -> selectParentNode behavior which would otherwise keep
+ * the text highlight visible.
+ *
+ * @param {EditorView} view - The ProseMirror EditorView
+ */
+export const collapseSelection = view => {
+  const { tr, selection } = view.state;
+  view.dispatch(tr.setSelection(Selection.near(selection.$head)));
+};
+
 /**
 * Returns a transaction that inserts a node into editor at the given position
 * Has an optional param 'content' to check if the
@@ -11,9 +11,29 @@ export const INBOX_TYPES = {
  SMS: 'Channel::Sms',
  INSTAGRAM: 'Channel::Instagram',
  TIKTOK: 'Channel::Tiktok',
-  VOICE: 'Channel::Voice',
 };

+// Add providers here as they gain voice capability (e.g., WhatsApp Cloud, Twilio WhatsApp)
+export const VOICE_CALL_PROVIDERS = {
+  TWILIO: 'twilio',
+};
+
+export const getVoiceCallProvider = inbox => {
+  if (!inbox) return null;
+
+  // Callers pass either snake_case (raw API) or camelCase (after camelcaseKeys) shapes.
+  const channelType = inbox.channel_type || inbox.channelType;
+  const voiceEnabled = inbox.voice_enabled || inbox.voiceEnabled;
+
+  if (channelType === INBOX_TYPES.TWILIO && voiceEnabled) {
+    return VOICE_CALL_PROVIDERS.TWILIO;
+  }
+
+  return null;
+};
+
+export const isVoiceCallEnabled = inbox => getVoiceCallProvider(inbox) !== null;
+
 export const TWILIO_CHANNEL_MEDIUM = {
  WHATSAPP: 'whatsapp',
  SMS: 'sms',
@@ -30,7 +50,6 @@ const INBOX_ICON_MAP_FILL = {
  [INBOX_TYPES.LINE]: 'i-ri-line-fill',
  [INBOX_TYPES.INSTAGRAM]: 'i-ri-instagram-fill',
  [INBOX_TYPES.TIKTOK]: 'i-ri-tiktok-fill',
-  [INBOX_TYPES.VOICE]: 'i-ri-phone-fill',
 };

 const DEFAULT_ICON_FILL = 'i-ri-chat-1-fill';
@@ -45,7 +64,6 @@ const INBOX_ICON_MAP_LINE = {
  [INBOX_TYPES.TELEGRAM]: 'i-woot-telegram',
  [INBOX_TYPES.LINE]: 'i-woot-line',
  [INBOX_TYPES.INSTAGRAM]: 'i-woot-instagram',
-  [INBOX_TYPES.VOICE]: 'i-woot-voice',
  [INBOX_TYPES.TIKTOK]: 'i-woot-tiktok',
 };

@@ -58,7 +76,6 @@ export const getInboxSource = (type, phoneNumber, inbox) => {

    case INBOX_TYPES.TWILIO:
    case INBOX_TYPES.WHATSAPP:
-    case INBOX_TYPES.VOICE:
      return phoneNumber || '';

    case INBOX_TYPES.EMAIL:
@@ -97,9 +114,6 @@ export const getReadableInboxByType = (type, phoneNumber) => {
    case INBOX_TYPES.LINE:
      return 'line';

-    case INBOX_TYPES.VOICE:
-      return 'voice';
-
    default:
      return 'chat';
  }
@@ -142,9 +156,6 @@ export const getInboxClassByType = (type, phoneNumber) => {
    case INBOX_TYPES.TIKTOK:
      return 'brand-tiktok';

-    case INBOX_TYPES.VOICE:
-      return 'phone';
-
    default:
      return 'chat';
  }
@@ -16,6 +16,7 @@ import {
  calculateMenuPosition,
  stripUnsupportedFormatting,
  stripInlineBase64Images,
+  collapseSelection,
 } from '../editorHelper';
 import { FORMATTING } from 'dashboard/constants/editor';
 import { EditorState } from '@chatwoot/prosemirror-schema';
@@ -454,6 +455,37 @@ describe('stripInlineBase64Images', () => {
  });
 });

+describe('collapseSelection', () => {
+  it('collapses a text range to a cursor at its head', () => {
+    const editorView = new EditorView(document.body, {
+      state: createEditorState('Hello world'),
+    });
+
+    // Build a TextSelection via the initial selection's constructor (avoids
+    // importing prosemirror-state, which isn't a direct dep).
+    const { doc, selection } = editorView.state;
+    editorView.dispatch(
+      editorView.state.tr.setSelection(selection.constructor.create(doc, 1, 6))
+    );
+    expect(editorView.state.selection.empty).toBe(false);
+
+    collapseSelection(editorView);
+
+    expect(editorView.state.selection.empty).toBe(true);
+    expect(editorView.state.selection.head).toBe(6);
+  });
+
+  it('leaves an already-collapsed selection as a cursor', () => {
+    const editorView = new EditorView(document.body, {
+      state: createEditorState('Hi'),
+    });
+
+    collapseSelection(editorView);
+
+    expect(editorView.state.selection.empty).toBe(true);
+  });
+});
+
 describe('insertAtCursor', () => {
  it('should return undefined if editorView is not provided', () => {
    const result = insertAtCursor(undefined, schema.text('Hello'), 0);
@@ -22,13 +22,55 @@ const shouldSkipCall = (callDirection, senderId, currentUserId) => {
  return callDirection === 'outbound' && senderId !== currentUserId;
 };

+const extractAssigneeId = conversation => {
+  return conversation?.assignee_id || conversation?.meta?.assignee?.id || null;
+};
+
+const isAssignedToAnotherAgent = (assigneeId, currentUserId) => {
+  if (currentUserId == null) return false;
+  return !!assigneeId && assigneeId !== currentUserId;
+};
+
+const shouldShowCall = ({
+  callDirection,
+  senderId,
+  assigneeId,
+  currentUserId,
+}) => {
+  if (shouldSkipCall(callDirection, senderId, currentUserId)) return false;
+  // Outbound calls are scoped to the initiator via shouldSkipCall; the
+  // conversation may be auto-assigned to a different agent on creation, so
+  // skip the assignee filter for outbound to avoid hiding the caller's own widget.
+  if (callDirection === 'outbound') return true;
+  return !isAssignedToAnotherAgent(assigneeId, currentUserId);
+};
+
+// Whether the current user is allowed to take over / join an existing call.
+// Mirrors the floating-widget visibility rules so the bubble's join action
+// stays in sync.
+export const canCurrentUserJoinCall = ({
+  call,
+  conversation,
+  senderId,
+  currentUserId,
+}) => {
+  if (!call) return false;
+  return shouldShowCall({
+    callDirection: call.direction === 'outgoing' ? 'outbound' : 'inbound',
+    senderId,
+    assigneeId: extractAssigneeId(conversation),
+    currentUserId,
+  });
+};
+
 function extractCallData(message) {
-  const contentData = message?.content_attributes?.data || {};
+  const call = message?.call || {};
  return {
-    callSid: contentData.call_sid,
-    status: contentData.status,
-    callDirection: contentData.call_direction,
+    callSid: call.provider_call_id,
+    status: call.status,
+    callDirection: call.direction === 'outgoing' ? 'outbound' : 'inbound',
    conversationId: message?.conversation_id,
+    assigneeId: extractAssigneeId(message?.conversation),
    senderId: message?.sender?.id,
  };
 }
@@ -36,10 +78,19 @@ function extractCallData(message) {
 export function handleVoiceCallCreated(message, currentUserId) {
  if (!isVoiceCallMessage(message)) return;

-  const { callSid, callDirection, conversationId, senderId } =
+  const { callSid, callDirection, conversationId, assigneeId, senderId } =
    extractCallData(message);

-  if (shouldSkipCall(callDirection, senderId, currentUserId)) return;
+  if (
+    !shouldShowCall({
+      callDirection,
+      senderId,
+      assigneeId,
+      currentUserId,
+    })
+  ) {
+    return;
+  }

  const callsStore = useCallsStore();
  callsStore.addCall({
@@ -53,22 +104,38 @@ export function handleVoiceCallCreated(message, currentUserId) {
 export function handleVoiceCallUpdated(commit, message, currentUserId) {
  if (!isVoiceCallMessage(message)) return;

-  const { callSid, status, callDirection, conversationId, senderId } =
-    extractCallData(message);
+  const {
+    callSid,
+    status,
+    callDirection,
+    conversationId,
+    assigneeId,
+    senderId,
+  } = extractCallData(message);

  const callsStore = useCallsStore();

  callsStore.handleCallStatusChanged({ callSid, status, conversationId });

-  const callInfo = { conversationId, callStatus: status };
-  commit(types.UPDATE_CONVERSATION_CALL_STATUS, callInfo);
-  commit(types.UPDATE_MESSAGE_CALL_STATUS, callInfo);
+  commit(types.UPDATE_MESSAGE_CALL_STATUS, {
+    conversationId,
+    callStatus: status,
+    callSid,
+  });

-  const isNewCall =
-    status === 'ringing' &&
-    !shouldSkipCall(callDirection, senderId, currentUserId);
+  if (
+    !shouldShowCall({
+      callDirection,
+      senderId,
+      assigneeId,
+      currentUserId,
+    })
+  ) {
+    callsStore.removeCall(callSid);
+    return;
+  }

-  if (isNewCall) {
+  if (status === 'ringing') {
    callsStore.addCall({
      callSid,
      conversationId,
@@ -77,3 +144,11 @@ export function handleVoiceCallUpdated(commit, message, currentUserId) {
    });
  }
 }
+
+export function syncConversationCallVisibility(conversation, currentUserId) {
+  const assigneeId = extractAssigneeId(conversation);
+  if (!isAssignedToAnotherAgent(assigneeId, currentUserId)) return;
+
+  const callsStore = useCallsStore();
+  callsStore.removeCallsForConversation(conversation.id);
+}
@@ -83,7 +83,10 @@
      "CALL_ENDED": "Call ended",
      "NOT_ANSWERED_YET": "Not answered yet",
      "THEY_ANSWERED": "They answered",
-      "YOU_ANSWERED": "You answered"
+      "YOU_ANSWERED": "You answered",
+      "AGENT_ANSWERED": "{agentName} answered",
+      "JOIN_CALL": "Join call",
+      "REJOIN_CALL": "Rejoin call"
    },
    "HEADER": {
      "RESOLVE_ACTION": "Resolve",
@@ -636,7 +636,17 @@
      "WIDGET_BUILDER": "Widget Builder",
      "BOT_CONFIGURATION": "Bot Configuration",
      "ACCOUNT_HEALTH": "Account Health",
-      "CSAT": "CSAT"
+      "CSAT": "CSAT",
+      "VOICE": "Voice"
+    },
+    "VOICE_CONFIGURATION": {
+      "ENABLE_VOICE": {
+        "LABEL": "Enable Voice Calling",
+        "DESCRIPTION": "Enable voice calling on this inbox. Agents will be able to make and receive phone calls."
+      },
+      "CREDENTIALS": {
+        "DESCRIPTION": "Voice calling requires Twilio API Key credentials. These are used to generate tokens for agent voice connections."
+      }
    },
    "CHANNEL_PREFERENCES": "Channel Preferences",
    "WIDGET_FEATURES": "Widget features",
@@ -49,7 +49,6 @@ const navigateTo = computed(() => {

 const countriesMap = computed(() => {
  return countries.reduce((acc, country) => {
-    acc[country.code] = country;
    acc[country.id] = country;
    return acc;
  }, {});
@@ -145,6 +145,7 @@ const openDelete = inbox => {
              <ChannelName
                :channel-type="inbox.channel_type"
                :medium="inbox.medium"
+                :voice-enabled="inbox.voice_enabled"
                class="text-body-main text-n-slate-11"
              />
            </div>
@@ -21,6 +21,7 @@ import PreChatFormSettings from './PreChatForm/Settings.vue';
 import WeeklyAvailability from './components/WeeklyAvailability.vue';
 import GreetingsEditor from 'shared/components/GreetingsEditor.vue';
 import ConfigurationPage from './settingsPage/ConfigurationPage.vue';
+import VoiceConfigurationPage from './settingsPage/VoiceConfigurationPage.vue';
 import CustomerSatisfactionPage from './settingsPage/CustomerSatisfactionPage.vue';
 import CollaboratorsPage from './settingsPage/CollaboratorsPage.vue';
 import BotConfiguration from './components/BotConfiguration.vue';
@@ -46,6 +47,7 @@ export default {
    BotConfiguration,
    CollaboratorsPage,
    ConfigurationPage,
+    VoiceConfigurationPage,
    CustomerSatisfactionPage,
    FacebookReauthorize,
    GreetingsEditor,
@@ -169,19 +171,17 @@ export default {
        },
      ];

-      if (!this.isAVoiceChannel) {
-        visibleToAllChannelTabs = [
-          ...visibleToAllChannelTabs,
-          {
-            key: 'business-hours',
-            name: this.$t('INBOX_MGMT.TABS.BUSINESS_HOURS'),
-          },
-          {
-            key: 'csat',
-            name: this.$t('INBOX_MGMT.TABS.CSAT'),
-          },
-        ];
-      }
+      visibleToAllChannelTabs = [
+        ...visibleToAllChannelTabs,
+        {
+          key: 'business-hours',
+          name: this.$t('INBOX_MGMT.TABS.BUSINESS_HOURS'),
+        },
+        {
+          key: 'csat',
+          name: this.$t('INBOX_MGMT.TABS.CSAT'),
+        },
+      ];

      if (this.isAWebWidgetInbox) {
        visibleToAllChannelTabs = [
@@ -197,7 +197,6 @@ export default {
        this.isATwilioChannel ||
        this.isALineChannel ||
        this.isAPIInbox ||
-        this.isAVoiceChannel ||
        (this.isAnEmailChannel && !this.inbox.provider) ||
        this.shouldShowWhatsAppConfiguration ||
        this.isAWebWidgetInbox
@@ -232,6 +231,24 @@ export default {
        ];
      }

+      if (
+        this.isATwilioChannel &&
+        this.inbox.phone_number &&
+        this.inbox.medium === 'sms' &&
+        this.isFeatureEnabledonAccount(
+          this.accountId,
+          FEATURE_FLAGS.CHANNEL_VOICE
+        )
+      ) {
+        visibleToAllChannelTabs = [
+          ...visibleToAllChannelTabs,
+          {
+            key: 'voice-configuration',
+            name: this.$t('INBOX_MGMT.TABS.VOICE'),
+          },
+        ];
+      }
+
      return visibleToAllChannelTabs;
    },
    currentInboxId() {
@@ -812,7 +829,6 @@ export default {
            </SettingsFieldSection>

            <SettingsFieldSection
-              v-if="!isAVoiceChannel"
              :label="$t('INBOX_MGMT.HELP_CENTER.LABEL')"
              :help-text="$t('INBOX_MGMT.HELP_CENTER.SUB_TEXT')"
            >
@@ -1240,6 +1256,12 @@ export default {
        >
          <ConfigurationPage :inbox="inbox" />
        </div>
+        <div
+          v-if="selectedTabKey === 'voice-configuration'"
+          class="mx-6 max-w-4xl"
+        >
+          <VoiceConfigurationPage :inbox="inbox" />
+        </div>
        <div v-if="selectedTabKey === 'csat'">
          <CustomerSatisfactionPage :inbox="inbox" />
        </div>
@@ -12,6 +12,10 @@ const props = defineProps({
    type: String,
    default: '',
  },
+  voiceEnabled: {
+    type: Boolean,
+    default: false,
+  },
 });
 const getters = useStoreGetters();
 const { t } = useI18n();
@@ -30,7 +34,6 @@ const i18nMap = {
  'Channel::Api': 'API',
  'Channel::Instagram': 'INSTAGRAM',
  'Channel::Tiktok': 'TIKTOK',
-  'Channel::Voice': 'VOICE',
 };

 const twilioChannelName = () => {
@@ -45,6 +48,9 @@ const readableChannelName = computed(() => {
    return globalConfig.value.apiChannelName || t('INBOX_MGMT.CHANNELS.API');
  }
  if (props.channelType === 'Channel::TwilioSms') {
+    if (props.voiceEnabled) {
+      return t('INBOX_MGMT.CHANNELS.VOICE');
+    }
    return twilioChannelName();
  }
  return t(`INBOX_MGMT.CHANNELS.${i18nMap[props.channelType]}`);
@@ -208,24 +208,6 @@ export default {
      </NextButton>
    </SettingsFieldSection>
  </div>
-  <div v-else-if="isAVoiceChannel">
-    <SettingsFieldSection
-      :label="$t('INBOX_MGMT.ADD.VOICE.CONFIGURATION.TWILIO_VOICE_URL_TITLE')"
-      :help-text="
-        $t('INBOX_MGMT.ADD.VOICE.CONFIGURATION.TWILIO_VOICE_URL_SUBTITLE')
-      "
-    >
-      <woot-code :script="inbox.voice_call_webhook_url" lang="html" />
-    </SettingsFieldSection>
-    <SettingsFieldSection
-      :label="$t('INBOX_MGMT.ADD.VOICE.CONFIGURATION.TWILIO_STATUS_URL_TITLE')"
-      :help-text="
-        $t('INBOX_MGMT.ADD.VOICE.CONFIGURATION.TWILIO_STATUS_URL_SUBTITLE')
-      "
-    >
-      <woot-code :script="inbox.voice_status_webhook_url" lang="html" />
-    </SettingsFieldSection>
-  </div>

  <div v-else-if="isALineChannel">
    <SettingsFieldSection
@@ -0,0 +1,156 @@
+<script>
+import { useAlert } from 'dashboard/composables';
+import SettingsFieldSection from 'dashboard/components-next/Settings/SettingsFieldSection.vue';
+import SettingsToggleSection from 'dashboard/components-next/Settings/SettingsToggleSection.vue';
+import NextInput from 'dashboard/components-next/input/Input.vue';
+import NextButton from 'dashboard/components-next/button/Button.vue';
+
+export default {
+  components: {
+    SettingsFieldSection,
+    SettingsToggleSection,
+    NextInput,
+    NextButton,
+  },
+  props: {
+    inbox: {
+      type: Object,
+      default: () => ({}),
+    },
+  },
+  data() {
+    return {
+      voiceEnabled: this.inbox.voice_enabled || false,
+      apiKeySid: this.inbox.api_key_sid || '',
+      apiKeySecret: '',
+      isUpdating: false,
+    };
+  },
+  computed: {
+    isVoiceConfigured() {
+      return !!this.inbox.voice_configured;
+    },
+    hasApiKeySid() {
+      return !!this.inbox.api_key_sid;
+    },
+    hasExistingCredentials() {
+      return this.hasApiKeySid && !!this.inbox.has_api_key_secret;
+    },
+    needsCredentials() {
+      return (
+        this.voiceEnabled &&
+        !this.isVoiceConfigured &&
+        !this.hasExistingCredentials
+      );
+    },
+    needsApiKeySid() {
+      return this.needsCredentials && !this.hasApiKeySid;
+    },
+    isSubmitDisabled() {
+      if (!this.voiceEnabled) return false;
+      if (this.needsCredentials) {
+        if (this.needsApiKeySid && !this.apiKeySid) return true;
+        return !this.apiKeySecret;
+      }
+      return false;
+    },
+  },
+  watch: {
+    'inbox.voice_enabled'(val) {
+      this.voiceEnabled = val || false;
+    },
+    'inbox.api_key_sid'(val) {
+      this.apiKeySid = val || '';
+    },
+  },
+  methods: {
+    async updateVoiceSettings() {
+      this.isUpdating = true;
+      try {
+        const channelPayload = { voice_enabled: this.voiceEnabled };
+
+        if (this.needsCredentials) {
+          if (this.needsApiKeySid) {
+            channelPayload.api_key_sid = this.apiKeySid;
+          }
+          channelPayload.api_key_secret = this.apiKeySecret;
+        }
+
+        await this.$store.dispatch('inboxes/updateInbox', {
+          id: this.inbox.id,
+          formData: false,
+          channel: channelPayload,
+        });
+        this.apiKeySecret = '';
+        useAlert(this.$t('INBOX_MGMT.EDIT.API.SUCCESS_MESSAGE'));
+      } catch (error) {
+        useAlert(this.$t('INBOX_MGMT.EDIT.API.ERROR_MESSAGE'));
+      } finally {
+        this.isUpdating = false;
+      }
+    },
+  },
+};
+</script>
+
+<template>
+  <div class="flex flex-col gap-6">
+    <SettingsToggleSection
+      v-model="voiceEnabled"
+      :header="$t('INBOX_MGMT.VOICE_CONFIGURATION.ENABLE_VOICE.LABEL')"
+      :description="
+        $t('INBOX_MGMT.VOICE_CONFIGURATION.ENABLE_VOICE.DESCRIPTION')
+      "
+    />
+
+    <div v-if="voiceEnabled && needsCredentials" class="flex flex-col gap-4">
+      <p class="text-sm text-n-slate-11">
+        {{ $t('INBOX_MGMT.VOICE_CONFIGURATION.CREDENTIALS.DESCRIPTION') }}
+      </p>
+      <NextInput
+        v-if="needsApiKeySid"
+        v-model="apiKeySid"
+        :label="$t('INBOX_MGMT.ADD.VOICE.TWILIO.API_KEY_SID.LABEL')"
+        :placeholder="$t('INBOX_MGMT.ADD.VOICE.TWILIO.API_KEY_SID.PLACEHOLDER')"
+      />
+      <NextInput
+        v-model="apiKeySecret"
+        type="password"
+        :label="$t('INBOX_MGMT.ADD.VOICE.TWILIO.API_KEY_SECRET.LABEL')"
+        :placeholder="
+          $t('INBOX_MGMT.ADD.VOICE.TWILIO.API_KEY_SECRET.PLACEHOLDER')
+        "
+      />
+    </div>
+
+    <div v-if="inbox.voice_enabled && inbox.voice_call_webhook_url">
+      <SettingsFieldSection
+        :label="$t('INBOX_MGMT.ADD.VOICE.CONFIGURATION.TWILIO_VOICE_URL_TITLE')"
+        :help-text="
+          $t('INBOX_MGMT.ADD.VOICE.CONFIGURATION.TWILIO_VOICE_URL_SUBTITLE')
+        "
+      >
+        <woot-code :script="inbox.voice_call_webhook_url" lang="html" />
+      </SettingsFieldSection>
+      <SettingsFieldSection
+        :label="
+          $t('INBOX_MGMT.ADD.VOICE.CONFIGURATION.TWILIO_STATUS_URL_TITLE')
+        "
+        :help-text="
+          $t('INBOX_MGMT.ADD.VOICE.CONFIGURATION.TWILIO_STATUS_URL_SUBTITLE')
+        "
+      >
+        <woot-code :script="inbox.voice_status_webhook_url" lang="html" />
+      </SettingsFieldSection>
+    </div>
+
+    <div>
+      <NextButton
+        :disabled="isSubmitDisabled"
+        :is-loading="isUpdating"
+        :label="$t('INBOX_MGMT.SETTINGS_POPUP.UPDATE')"
+        @click="updateVoiceSettings"
+      />
+    </div>
+  </div>
+</template>
@@ -132,8 +132,10 @@ const headers = computed(() => [
    </template>
  </BaseTable>

-  <div class="flex items-center justify-between mt-4">
-    <p class="text-body-main text-n-slate-11">
+  <div
+    class="sticky bottom-0 py-4 px-8 -mx-8 z-20 flex items-center justify-between bg-n-surface-1 border-t border-n-weak"
+  >
+    <p class="text-body-main text-n-slate-11 mb-0">
      {{
        $t('TEAMS_SETTINGS.AGENTS.SELECTED_COUNT', {
          selected: selectedAgents.length,
@@ -88,7 +88,7 @@ export default {
 </script>

 <template>
-  <div class="h-full w-full p-8 col-span-6 overflow-auto">
+  <div class="h-full w-full px-8 pt-8 col-span-6 overflow-auto">
    <form class="flex flex-col gap-4 mx-0" @submit.prevent="addAgents">
      <PageHeader
        :header-title="headerTitle"
@@ -103,7 +103,7 @@ export default {
 </script>

 <template>
-  <div class="h-full w-full p-8 col-span-6 overflow-auto">
+  <div class="h-full w-full px-8 pt-8 col-span-6 overflow-auto">
    <form class="flex flex-col gap-4 mx-0" @submit.prevent="addAgents">
      <PageHeader
        :header-title="headerTitle"
@@ -16,6 +16,7 @@ import * as Sentry from '@sentry/vue';
 import {
  handleVoiceCallCreated,
  handleVoiceCallUpdated,
+  syncConversationCallVisibility,
 } from 'dashboard/helper/voice';

 export const hasMessageFailedWithExternalError = pendingMessage => {
@@ -393,19 +394,18 @@ const actions = {
    }
  },

-  updateConversation({ commit, dispatch }, conversation) {
-    const {
-      meta: { sender },
-    } = conversation;
+  updateConversation({ commit, dispatch, rootGetters }, conversation) {
+    const sender = conversation.meta?.sender;

    commit(types.UPDATE_CONVERSATION, conversation);
+    syncConversationCallVisibility(conversation, rootGetters?.getCurrentUserID);

    dispatch('conversationLabels/setConversationLabel', {
      id: conversation.id,
      data: conversation.labels,
    });

-    dispatch('contacts/setContact', sender);
+    if (sender) dispatch('contacts/setContact', sender);
  },

  updateConversationLastActivity(
@@ -46,8 +46,8 @@
 * 2. Nested properties in additional_attributes (browser_language, referer, etc.)
 * 3. Nested properties in custom_attributes (conversation_type, etc.)
 */
-import jsonLogic from 'json-logic-js';
 import { coerceToDate } from '@chatwoot/utils';
+import jsonLogic from 'json-logic-js';

 /**
 * Gets a value from a conversation based on the attribute key
@@ -121,7 +121,8 @@ const resolveValue = candidate => {
 * @returns {Boolean} - Returns true if the values are considered equal according to filtering rules
 *
 * This function handles various equality scenarios:
- * 1. When both values are arrays: checks if all items in filterValue exist in conversationValue
+ * 1. When both values are arrays (e.g. labels): matches if any filter value exists in the conversation array
+ *    (mirrors the backend SQL `tag_id IN (...)` OR semantics)
 * 2. When filterValue is an array but conversationValue is not: checks if conversationValue is included in filterValue
 * 3. Otherwise: performs strict equality comparison
 */
@@ -131,8 +132,9 @@ const equalTo = (filterValue, conversationValue) => {
    if (filterValue === 'all') return true;

    if (Array.isArray(conversationValue)) {
-      // For array values like labels, check if any of the filter values exist in the array
-      return filterValue.every(val => conversationValue.includes(val));
+      // For array values like labels, match if any filter value is present.
+      // Mirrors the backend SQL `tag_id IN (...)` (OR semantics).
+      return filterValue.some(val => conversationValue.includes(val));
    }

    if (!Array.isArray(conversationValue)) {
@@ -416,6 +416,40 @@ describe('filterHelpers', () => {
      expect(matchesFilters(conversation, filters)).toBe(true);
    });

+    // Multi-label equal_to uses OR semantics to mirror the backend SQL `tag_id IN (...)`:
+    // a conversation matches if ANY of the filter labels is on it.
+    it('should match conversation with equal_to operator when any of multiple filter labels is present', () => {
+      const conversation = { labels: ['support'] };
+      const filters = [
+        {
+          attribute_key: 'labels',
+          filter_operator: 'equal_to',
+          values: [
+            { id: 'support', name: 'Support' },
+            { id: 'urgent', name: 'Urgent' },
+          ],
+          query_operator: 'and',
+        },
+      ];
+      expect(matchesFilters(conversation, filters)).toBe(true);
+    });
+
+    it('should not match conversation with equal_to operator when none of multiple filter labels is present', () => {
+      const conversation = { labels: ['new'] };
+      const filters = [
+        {
+          attribute_key: 'labels',
+          filter_operator: 'equal_to',
+          values: [
+            { id: 'support', name: 'Support' },
+            { id: 'urgent', name: 'Urgent' },
+          ],
+          query_operator: 'and',
+        },
+      ];
+      expect(matchesFilters(conversation, filters)).toBe(false);
+    });
+
    it('should match conversation with is_present operator for labels', () => {
      const conversation = { labels: ['support', 'urgent', 'new'] };
      const filters = [
@@ -307,34 +307,21 @@ export const mutations = {
    }
  },

-  [types.UPDATE_CONVERSATION_CALL_STATUS](
+  [types.UPDATE_MESSAGE_CALL_STATUS](
    _state,
-    { conversationId, callStatus }
+    { conversationId, callStatus, callSid }
  ) {
    const chat = getConversationById(_state)(conversationId);
    if (!chat) return;

-    chat.additional_attributes = {
-      ...chat.additional_attributes,
-      call_status: callStatus,
-    };
-  },
-
-  [types.UPDATE_MESSAGE_CALL_STATUS](_state, { conversationId, callStatus }) {
-    const chat = getConversationById(_state)(conversationId);
-    if (!chat) return;
-
-    const lastCall = (chat.messages || []).findLast(
-      m => m.content_type === CONTENT_TYPES.VOICE_CALL
+    const message = (chat.messages || []).find(
+      m =>
+        m.content_type === CONTENT_TYPES.VOICE_CALL &&
+        m.call?.provider_call_id === callSid
    );
+    if (!message?.call) return;

-    if (!lastCall) return;
-
-    lastCall.content_attributes ??= {};
-    lastCall.content_attributes.data = {
-      ...lastCall.content_attributes.data,
-      status: callStatus,
-    };
+    message.call = { ...message.call, status: callStatus };
  },

  [types.SET_ACTIVE_INBOX](_state, inboxId) {
@@ -2,55 +2,18 @@ import { mutations } from '../index';
 import types from '../../../mutation-types';

 describe('#mutations', () => {
-  describe('#UPDATE_CONVERSATION_CALL_STATUS', () => {
-    it('does nothing if conversation is not found', () => {
-      const state = { allConversations: [] };
-      mutations[types.UPDATE_CONVERSATION_CALL_STATUS](state, {
-        conversationId: 1,
-        callStatus: 'ringing',
-      });
-      expect(state.allConversations).toEqual([]);
-    });
-
-    it('updates call_status preserving existing additional_attributes', () => {
-      const state = {
-        allConversations: [
-          { id: 1, additional_attributes: { other_attr: 'value' } },
-        ],
-      };
-      mutations[types.UPDATE_CONVERSATION_CALL_STATUS](state, {
-        conversationId: 1,
-        callStatus: 'in-progress',
-      });
-      expect(state.allConversations[0].additional_attributes).toEqual({
-        other_attr: 'value',
-        call_status: 'in-progress',
-      });
-    });
-
-    it('creates additional_attributes if it does not exist', () => {
-      const state = { allConversations: [{ id: 1 }] };
-      mutations[types.UPDATE_CONVERSATION_CALL_STATUS](state, {
-        conversationId: 1,
-        callStatus: 'completed',
-      });
-      expect(state.allConversations[0].additional_attributes).toEqual({
-        call_status: 'completed',
-      });
-    });
-  });
-
  describe('#UPDATE_MESSAGE_CALL_STATUS', () => {
    it('does nothing if conversation is not found', () => {
      const state = { allConversations: [] };
      mutations[types.UPDATE_MESSAGE_CALL_STATUS](state, {
        conversationId: 1,
        callStatus: 'ringing',
+        callSid: 'CA123',
      });
      expect(state.allConversations).toEqual([]);
    });

-    it('does nothing if no voice call message exists', () => {
+    it('does nothing if no matching voice call message exists', () => {
      const state = {
        allConversations: [
          { id: 1, messages: [{ id: 1, content_type: 'text' }] },
@@ -59,6 +22,7 @@ describe('#mutations', () => {
      mutations[types.UPDATE_MESSAGE_CALL_STATUS](state, {
        conversationId: 1,
        callStatus: 'ringing',
+        callSid: 'CA123',
      });
      expect(state.allConversations[0].messages[0]).toEqual({
        id: 1,
@@ -66,7 +30,7 @@ describe('#mutations', () => {
      });
    });

-    it('updates the last voice call message status', () => {
+    it('updates only the voice call message matching the given callSid', () => {
      const state = {
        allConversations: [
          {
@@ -75,12 +39,12 @@ describe('#mutations', () => {
              {
                id: 1,
                content_type: 'voice_call',
-                content_attributes: { data: { status: 'ringing' } },
+                call: { provider_call_id: 'CA111', status: 'ringing' },
              },
              {
                id: 2,
                content_type: 'voice_call',
-                content_attributes: { data: { status: 'ringing' } },
+                call: { provider_call_id: 'CA222', status: 'ringing' },
              },
            ],
          },
@@ -89,34 +53,15 @@ describe('#mutations', () => {
      mutations[types.UPDATE_MESSAGE_CALL_STATUS](state, {
        conversationId: 1,
        callStatus: 'in-progress',
+        callSid: 'CA111',
      });
-      expect(
-        state.allConversations[0].messages[0].content_attributes.data.status
-      ).toBe('ringing');
-      expect(
-        state.allConversations[0].messages[1].content_attributes.data.status
-      ).toBe('in-progress');
+      expect(state.allConversations[0].messages[0].call.status).toBe(
+        'in-progress'
+      );
+      expect(state.allConversations[0].messages[1].call.status).toBe('ringing');
    });

-    it('creates content_attributes.data if it does not exist', () => {
-      const state = {
-        allConversations: [
-          {
-            id: 1,
-            messages: [{ id: 1, content_type: 'voice_call' }],
-          },
-        ],
-      };
-      mutations[types.UPDATE_MESSAGE_CALL_STATUS](state, {
-        conversationId: 1,
-        callStatus: 'completed',
-      });
-      expect(
-        state.allConversations[0].messages[0].content_attributes.data.status
-      ).toBe('completed');
-    });
-
-    it('preserves existing data in content_attributes.data', () => {
+    it('preserves existing call fields when updating status', () => {
      const state = {
        allConversations: [
          {
@@ -125,8 +70,11 @@ describe('#mutations', () => {
              {
                id: 1,
                content_type: 'voice_call',
-                content_attributes: {
-                  data: { call_sid: 'CA123', status: 'ringing' },
+                call: {
+                  provider_call_id: 'CA123',
+                  status: 'ringing',
+                  direction: 'incoming',
+                  duration_seconds: null,
                },
              },
            ],
@@ -136,12 +84,13 @@ describe('#mutations', () => {
      mutations[types.UPDATE_MESSAGE_CALL_STATUS](state, {
        conversationId: 1,
        callStatus: 'in-progress',
+        callSid: 'CA123',
      });
-      expect(
-        state.allConversations[0].messages[0].content_attributes.data
-      ).toEqual({
-        call_sid: 'CA123',
+      expect(state.allConversations[0].messages[0].call).toEqual({
+        provider_call_id: 'CA123',
        status: 'in-progress',
+        direction: 'incoming',
+        duration_seconds: null,
      });
    });

@@ -152,8 +101,34 @@ describe('#mutations', () => {
      mutations[types.UPDATE_MESSAGE_CALL_STATUS](state, {
        conversationId: 1,
        callStatus: 'ringing',
+        callSid: 'CA123',
      });
      expect(state.allConversations[0].messages).toEqual([]);
    });
+
+    it('does nothing if matching message has no call object yet', () => {
+      const state = {
+        allConversations: [
+          {
+            id: 1,
+            messages: [
+              {
+                id: 1,
+                content_type: 'voice_call',
+                call: { provider_call_id: 'CA-OTHER' },
+              },
+            ],
+          },
+        ],
+      };
+      mutations[types.UPDATE_MESSAGE_CALL_STATUS](state, {
+        conversationId: 1,
+        callStatus: 'completed',
+        callSid: 'CA-MISSING',
+      });
+      expect(state.allConversations[0].messages[0].call).toEqual({
+        provider_call_id: 'CA-OTHER',
+      });
+    });
  });
 });
@@ -52,7 +52,6 @@ export default {
  UPDATE_CONVERSATION_CUSTOM_ATTRIBUTES:
    'UPDATE_CONVERSATION_CUSTOM_ATTRIBUTES',
  UPDATE_CONVERSATION_LAST_ACTIVITY: 'UPDATE_CONVERSATION_LAST_ACTIVITY',
-  UPDATE_CONVERSATION_CALL_STATUS: 'UPDATE_CONVERSATION_CALL_STATUS',
  UPDATE_MESSAGE_CALL_STATUS: 'UPDATE_MESSAGE_CALL_STATUS',
  SET_MISSING_MESSAGES: 'SET_MISSING_MESSAGES',

@@ -55,5 +55,19 @@ export const useCallsStore = defineStore('calls', {
    dismissCall(callSid) {
      this.calls = this.calls.filter(call => call.callSid !== callSid);
    },
+
+    removeCallsForConversation(conversationId) {
+      const callsToRemove = this.calls.filter(
+        call => call.conversationId === conversationId
+      );
+
+      if (callsToRemove.some(call => call.isActive)) {
+        TwilioVoiceClient.endClientCall();
+      }
+
+      this.calls = this.calls.filter(
+        call => call.conversationId !== conversationId
+      );
+    },
  },
 });
@@ -1,4 +1,4 @@
-import { INBOX_TYPES } from 'dashboard/helper/inbox';
+import { INBOX_TYPES, isVoiceCallEnabled } from 'dashboard/helper/inbox';

 export const INBOX_FEATURES = {
  REPLY_TO: 'replyTo',
@@ -59,8 +59,8 @@ export default {
    isALineChannel() {
      return this.channelType === INBOX_TYPES.LINE;
    },
-    isAVoiceChannel() {
-      return this.channelType === INBOX_TYPES.VOICE;
+    voiceCallEnabled() {
+      return isVoiceCallEnabled(this.inbox);
    },
    isAnEmailChannel() {
      return this.channelType === INBOX_TYPES.EMAIL;
@@ -24,6 +24,7 @@ const {
  WIDGET_BRAND_URL: widgetBrandURL,
  DISABLE_USER_PROFILE_UPDATE: disableUserProfileUpdate,
  DEPLOYMENT_ENV: deploymentEnv,
+  ACTIVE_PLATFORM_BANNERS: activePlatformBanners,
 } = window.globalConfig || {};

 const state = {
@@ -49,6 +50,7 @@ const state = {
  termsURL,
  widgetBrandURL,
  isEnterprise: parseBoolean(isEnterprise),
+  activePlatformBanners: activePlatformBanners || [],
 };

 export const getters = {
@@ -23,13 +23,24 @@ class HookJob < MutexApplicationJob
  private

  def process_slack_integration(hook, event_name, event_data)
-    return unless ['message.created'].include?(event_name)
-
    message = event_data[:message]
-    if message.attachments.blank?
-      ::SendOnSlackJob.perform_later(message, hook)
-    else
-      ::SendOnSlackJob.set(wait: 2.seconds).perform_later(message, hook)
+
+    case event_name
+    when 'message.created'
+      if message.attachments.blank?
+        ::SendOnSlackJob.perform_later(message, hook)
+      else
+        ::SendOnSlackJob.set(wait: 2.seconds).perform_later(message, hook)
+      end
+    when 'message.updated'
+      # Only interactive bot messages store responses via content_attributes (submitted_values / submitted_email).
+      # Skip other content types to avoid unnecessary job enqueues on every message update.
+      return unless message.content_type.in?(Integrations::Slack::UpdateSlackMessageService::SUPPORTED_CONTENT_TYPES)
+      # Guard against redundant Slack updates when unrelated attributes change (e.g. status)
+      # while submitted_values is already present on the message.
+      return unless event_data[:previous_changes]&.key?('content_attributes')
+
+      ::UpdateSlackMessageJob.perform_later(message, hook)
    end
  end

@@ -0,0 +1,11 @@
+class UpdateSlackMessageJob < MutexApplicationJob
+  queue_as :medium
+  retry_on LockAcquisitionError, wait: 1.second, attempts: 8
+
+  def perform(message, hook)
+    key = format(::Redis::Alfred::SLACK_MESSAGE_MUTEX, conversation_id: message.conversation_id, reference_id: hook.reference_id)
+    with_lock(key) do
+      Integrations::Slack::UpdateSlackMessageService.new(message: message, hook: hook).perform
+    end
+  end
+end
@@ -1,5 +1,9 @@
-class Webhooks::WhatsappEventsJob < ApplicationJob
+class Webhooks::WhatsappEventsJob < MutexApplicationJob
  queue_as :low
+  # Retry budget (19 × 2s = 38s) must exceed the 30s lock TTL set in `perform`, otherwise
+  # a webhook that arrives just after the lock is acquired can exhaust retries before the
+  # holder finishes and silently drop its message.
+  retry_on LockAcquisitionError, wait: 2.seconds, attempts: 20

  def perform(params = {})
    channel = find_channel_from_whatsapp_business_payload(params)
@@ -9,6 +13,20 @@ class Webhooks::WhatsappEventsJob < ApplicationJob
      return
    end

+    sender_id = contact_sender_id(params)
+    return process_events(channel, params) if sender_id.blank?
+
+    # Album uploads arrive as separate concurrent webhooks. Serialize per (inbox, contact)
+    # so the first webhook creates the conversation and the rest append to it.
+    # 30s TTL covers the attachment download + transaction — the default 1s expires
+    # mid-processing and lets a concurrent webhook re-acquire before the first commit.
+    key = format(::Redis::Alfred::WHATSAPP_MESSAGE_MUTEX, inbox_id: channel.inbox.id, sender_id: sender_id)
+    with_lock(key, 30.seconds) do
+      process_events(channel, params)
+    end
+  end
+
+  def process_events(channel, params)
    if message_echo_event?(params)
      handle_message_echo(channel, params)
    else
@@ -69,6 +87,16 @@ class Webhooks::WhatsappEventsJob < ApplicationJob

  private

+  # Echo payloads reverse the fields — `from` is the business number and `to` is the contact.
+  # Returns nil for status-only webhooks so they bypass the lock.
+  def contact_sender_id(params)
+    value = params.dig(:entry, 0, :changes, 0, :value) || params
+    message = (value[:messages] || value[:message_echoes])&.first
+    return if message.blank?
+
+    message[:to] || message[:from]
+  end
+
  def channel_is_inactive?(channel)
    return true if channel.blank?
    return true if channel.reauthorization_required?
@@ -43,7 +43,7 @@ class HookListener < BaseListener
      next if hook.inbox.present? && hook.inbox != message.inbox
      next unless supported_hook_event?(hook, event.name)

-      HookJob.perform_later(hook, event.name, message: message)
+      HookJob.perform_later(hook, event.name, message: message, previous_changes: event.data[:previous_changes])
    end
  end

@@ -59,7 +59,7 @@ class HookListener < BaseListener
    return false if hook.disabled?

    supported_events_map = {
-      'slack' => ['message.created'],
+      'slack' => ['message.created', 'message.updated'],
      'dialogflow' => ['message.created', 'message.updated'],
      'google_translate' => ['message.created'],
      'leadsquared' => ['contact.updated', 'conversation.created', 'conversation.resolved']
@@ -4,6 +4,7 @@
 #
 #  id                             :bigint           not null, primary key
 #  account_sid                    :string           not null
+#  api_key_secret                 :string
 #  api_key_sid                    :string
 #  auth_token                     :string           not null
 #  content_templates              :jsonb
@@ -11,6 +12,8 @@
 #  medium                         :integer          default("sms")
 #  messaging_service_sid          :string
 #  phone_number                   :string
+#  twiml_app_sid                  :string
+#  voice_enabled                  :boolean          default(FALSE), not null
 #  created_at                     :datetime         not null
 #  updated_at                     :datetime         not null
 #  account_id                     :integer          not null
@@ -58,8 +61,6 @@ class Channel::TwilioSms < ApplicationRecord
    client.messages.create(**params)
  end

-  private
-
  def client
    if api_key_sid.present?
      Twilio::REST::Client.new(api_key_sid, auth_token, account_sid)
@@ -68,6 +69,8 @@ class Channel::TwilioSms < ApplicationRecord
    end
  end

+  private
+
  def send_message_from
    if messaging_service_sid?
      { messaging_service_sid: messaging_service_sid }
@@ -76,3 +79,5 @@ class Channel::TwilioSms < ApplicationRecord
    end
  end
 end
+
+Channel::TwilioSms.prepend_mod_with('Channel::TwilioSms')
@@ -19,7 +19,7 @@ module SortHandler
    end

    def sort_on_waiting_since(sort_direction = :asc)
-      order(generate_sql_query("waiting_since #{sort_direction.to_s.upcase} NULLS LAST, created_at ASC"))
+      order(generate_sql_query("(waiting_since IS NULL), waiting_since #{sort_direction.to_s.upcase}, created_at ASC"))
    end

    def last_messaged_conversations
@@ -0,0 +1,18 @@
+# == Schema Information
+#
+# Table name: platform_banners
+#
+#  id             :bigint           not null, primary key
+#  active         :boolean          default(TRUE)
+#  banner_message :text             not null
+#  banner_type    :integer          default("info"), not null
+#  created_at     :datetime         not null
+#  updated_at     :datetime         not null
+#
+class PlatformBanner < ApplicationRecord
+  enum :banner_type, { info: 0, warning: 1, error: 2 }
+
+  validates :banner_message, presence: true
+
+  scope :active, -> { where(active: true) }
+end
@@ -50,6 +50,8 @@ class Messages::MentionService

  def generate_notifications_for_mentions(validated_mentioned_ids)
    validated_mentioned_ids.each do |user_id|
+      next if self_mention?(user_id)
+
      NotificationBuilder.new(
        notification_type: 'conversation_mention',
        user: User.find(user_id),
@@ -60,6 +62,10 @@ class Messages::MentionService
    end
  end

+  def self_mention?(user_id)
+    message.sender_type == 'User' && user_id.to_i == message.sender_id
+  end
+
  def add_mentioned_users_as_participants(validated_mentioned_ids)
    validated_mentioned_ids.each do |user_id|
      message.conversation.conversation_participants.find_or_create_by(user_id: user_id)
@@ -0,0 +1,66 @@
+class Whatsapp::LiquidTemplateProcessorService
+  LIQUID_EXPRESSION = /\{\{\s*(.+?)\s*\}\}/
+
+  module JsonEscapeFilter
+    def json_escape(input)
+      input.to_s.to_json[1..-2]
+    end
+  end
+
+  pattr_initialize [:campaign!, :contact!]
+
+  def process_template_params(template_params)
+    return template_params if template_params.blank?
+
+    template_params_copy = template_params.deep_dup
+    processed_params = template_params_copy['processed_params']
+
+    return template_params_copy if processed_params.blank?
+
+    rendered_params = render_liquid(processed_params)
+    return nil if blank_render?(processed_params, rendered_params)
+
+    template_params_copy.merge('processed_params' => rendered_params)
+  end
+
+  private
+
+  def render_liquid(processed_params)
+    raw = processed_params.to_json
+    rewritten = raw.gsub(LIQUID_EXPRESSION) { "{{ #{Regexp.last_match(1)} | json_escape }}" }
+    rendered = Liquid::Template.parse(rewritten).render!(drops, filters: [JsonEscapeFilter])
+    JSON.parse(rendered)
+  rescue Liquid::Error, JSON::ParserError
+    processed_params
+  end
+
+  def drops
+    {
+      'contact' => ContactDrop.new(contact),
+      'agent' => UserDrop.new(campaign.sender),
+      'inbox' => InboxDrop.new(campaign.inbox),
+      'account' => AccountDrop.new(campaign.account)
+    }
+  end
+
+  def blank_render?(original, rendered)
+    case original
+    when Hash then blank_render_in_hash?(original, rendered)
+    when Array then blank_render_in_array?(original, rendered)
+    when String then original.match?(LIQUID_EXPRESSION) && rendered.to_s.blank?
+    else false
+    end
+  end
+
+  def blank_render_in_hash?(original, rendered)
+    return false unless rendered.is_a?(Hash)
+
+    original.any? { |key, value| blank_render?(value, rendered[key]) }
+  end
+
+  def blank_render_in_array?(original, rendered)
+    return false unless rendered.is_a?(Array)
+
+    original.each_with_index.any? { |value, index| blank_render?(value, rendered[index]) }
+  end
+end
@@ -58,7 +58,10 @@ class Whatsapp::OneoffCampaignService
      return
    end

-    send_whatsapp_template_message(to: contact.phone_number)
+    processed_template_params = process_liquid_template_params(contact)
+    return if processed_template_params.nil?
+
+    send_whatsapp_template_message(to: contact.phone_number, template_params: processed_template_params)
  end

  def process_audience(audience_labels)
@@ -70,10 +73,22 @@ class Whatsapp::OneoffCampaignService
    Rails.logger.info "Campaign #{campaign.id} processing completed"
  end

-  def send_whatsapp_template_message(to:)
+  def process_liquid_template_params(contact)
+    liquid_processor = Whatsapp::LiquidTemplateProcessorService.new(campaign: campaign, contact: contact)
+    processed_template_params = liquid_processor.process_template_params(campaign.template_params)
+
+    Rails.logger.info "Skipping contact #{contact.name} - liquid variables resolved to blank values" if processed_template_params.nil?
+
+    processed_template_params
+  rescue StandardError => e
+    Rails.logger.error "Failed to process liquid template params for contact #{contact.name}: #{e.message}"
+    nil
+  end
+
+  def send_whatsapp_template_message(to:, template_params:)
    processor = Whatsapp::TemplateProcessorService.new(
      channel: channel,
-      template_params: campaign.template_params
+      template_params: template_params
    )

    name, namespace, lang_code, processed_parameters = processor.call
@@ -72,6 +72,7 @@ if resource.twilio?
  if Current.account_user&.administrator?
    json.auth_token resource.channel.try(:auth_token)
    json.account_sid resource.channel.try(:account_sid)
+    json.api_key_sid resource.channel.try(:api_key_sid)
  end
 end

@@ -131,8 +132,13 @@ if resource.whatsapp?
  json.reauthorization_required resource.channel.try(:reauthorization_required?)
 end

-## Voice Channel Attributes
-if resource.channel_type == 'Channel::Voice'
-  json.voice_call_webhook_url resource.channel.try(:voice_call_webhook_url)
-  json.voice_status_webhook_url resource.channel.try(:voice_status_webhook_url)
+## Voice attributes for TwilioSms
+if resource.twilio? && resource.channel.respond_to?(:voice_enabled?)
+  json.voice_enabled resource.channel.voice_enabled?
+  json.voice_configured resource.channel.try(:twiml_app_sid).present?
+  json.has_api_key_secret resource.channel.try(:api_key_secret).present?
+  if resource.channel.try(:twiml_app_sid).present?
+    json.voice_call_webhook_url resource.channel.try(:voice_call_webhook_url)
+    json.voice_status_webhook_url resource.channel.try(:voice_status_webhook_url)
+  end
 end
@@ -12,3 +12,5 @@ json.private message.private
 json.source_id message.source_id
 json.sender message.sender.push_event_data if message.sender
 json.attachments message.attachments.map(&:push_event_data) if message.attachments.present?
+
+json.set! :call, message.call.push_event_data if message.content_type == 'voice_call' && message.respond_to?(:call) && message.call.present?
@@ -174,6 +174,10 @@
    <path fill="currentColor" d="m20.448 31.974l9.625-2.083s-3.474-23.484-3.5-23.641s-.156-.255-.281-.255c-.13 0-2.573-.182-2.573-.182s-1.703-1.698-1.922-1.88a.4.4 0 0 0-.161-.099l-1.219 28.141zm-4.833-16.901s-1.083-.563-2.365-.563c-1.932 0-2.005 1.203-2.005 1.521c0 1.641 4.318 2.286 4.318 6.172c0 3.057-1.922 5.01-4.542 5.01c-3.141 0-4.719-1.953-4.719-1.953l.859-2.781s1.661 1.422 3.042 1.422c.901 0 1.302-.724 1.302-1.245c0-2.156-3.542-2.255-3.542-5.807c-.047-2.984 2.094-5.891 6.438-5.891c1.677 0 2.5.479 2.5.479l-1.26 3.625zm-.719-13.969c.177 0 .359.052.536.182c-1.313.62-2.75 2.188-3.344 5.323a76 76 0 0 1-2.516.771c.688-2.38 2.359-6.26 5.323-6.26zm1.646 3.932v.182c-1.005.307-2.115.646-3.193.979c.62-2.37 1.776-3.526 2.781-3.958c.255.667.411 1.568.411 2.797zm.718-2.973c.922.094 1.521 1.151 1.901 2.339c-.464.151-.979.307-1.542.484v-.333c0-1.005-.13-1.828-.359-2.495zm3.99 1.718c-.031 0-.083.026-.104.026c-.026 0-.385.099-.953.281C19.63 2.442 18.625.927 16.849.927h-.156C16.183.281 15.558 0 15.021 0c-4.141 0-6.12 5.172-6.74 7.797c-1.594.484-2.75.844-2.88.896c-.901.286-.927.313-1.031 1.161c-.099.615-2.438 18.75-2.438 18.75L20.01 32z"/>
  </symbol>

+  <symbol id="icon-megaphone-line" viewBox="0 0 20 20">
+    <path d="M15.8333 3.33334C16.0543 3.33334 16.2663 3.42114 16.4226 3.57742C16.5789 3.7337 16.6667 3.94566 16.6667 4.16668V15.8333C16.6667 16.0544 16.5789 16.2663 16.4226 16.4226C16.2663 16.5789 16.0543 16.6667 15.8333 16.6667C14.3967 16.6667 12.9408 16.2917 11.6575 15.5267C10.5833 14.8842 9.6675 14.0317 8.9575 13.0217L8.33333 14.8933C8.26541 15.0989 8.12416 15.2722 7.93666 15.3803C7.74917 15.4884 7.52804 15.5239 7.31583 15.48L5.67083 15.0392C5.45946 14.9842 5.27514 14.8558 5.15098 14.677C5.02683 14.4982 4.97074 14.2812 4.99249 14.065L5.5375 10.8333H4.16667C3.94565 10.8333 3.72369 10.7455 3.56741 10.5893C3.41113 10.433 3.32333 10.221 3.32333 10V7.50001C3.32333 7.27899 3.41113 7.06703 3.56741 6.91075C3.72369 6.75447 3.94565 6.66668 4.16667 6.66668H8.0625C9.43167 4.56834 12.2483 3.33334 15.8333 3.33334ZM7.60667 8.33334H5V9.16668H7.29167L7.60667 8.33334ZM15 5.07501C12.4167 5.24168 10.3483 6.23168 9.2675 7.82168L7.97833 10.8975L6.63417 14.0508L7.12 14.1817L7.78917 12.1817L8.335 11.3683C8.335 11.3683 8.37167 11.4092 8.42667 11.4783C9.265 12.5483 10.3342 13.4267 11.565 14.0617C12.5833 14.6275 13.7608 14.935 15 14.99V5.07501Z" fill="currentColor"/>
+  </symbol>
+
  <symbol id="icon-slack" viewBox="0 0 24 24">
    <path fill="currentColor" d="M6.527 14.514A1.973 1.973 0 0 1 4.56 16.48a1.973 1.973 0 0 1-1.968-1.967c0-1.083.885-1.968 1.968-1.968h1.967zm.992 0c0-1.083.885-1.968 1.968-1.968s1.967.885 1.967 1.968v4.927a1.973 1.973 0 0 1-1.967 1.968a1.973 1.973 0 0 1-1.968-1.968zm1.968-7.987A1.973 1.973 0 0 1 7.519 4.56c0-1.083.885-1.967 1.968-1.967s1.967.884 1.967 1.967v1.968zm0 .992c1.083 0 1.967.884 1.967 1.967a1.973 1.973 0 0 1-1.967 1.968H4.56a1.973 1.973 0 0 1-1.968-1.968c0-1.083.885-1.967 1.968-1.967zm7.986 1.967c0-1.083.885-1.967 1.968-1.967s1.968.884 1.968 1.967a1.973 1.973 0 0 1-1.968 1.968h-1.968zm-.991 0a1.973 1.973 0 0 1-1.968 1.968a1.973 1.973 0 0 1-1.968-1.968V4.56c0-1.083.885-1.967 1.968-1.967s1.968.884 1.968 1.967zm-1.968 7.987c1.083 0 1.968.885 1.968 1.968a1.973 1.973 0 0 1-1.968 1.968a1.973 1.973 0 0 1-1.968-1.968v-1.968zm0-.992a1.973 1.973 0 0 1-1.968-1.967c0-1.083.885-1.968 1.968-1.968h4.927c1.083 0 1.968.885 1.968 1.968a1.973 1.973 0 0 1-1.968 1.967z"/>
  </symbol>
@@ -16,6 +16,7 @@ as defined by the routes in the `admin/` namespace
    users: 'icon-user-follow-line',
    platform_apps: 'icon-apps-2-line',
    agent_bots: 'icon-robot-line',
+    platform_banners: 'icon-megaphone-line',
  }
 %>

@@ -33,6 +34,7 @@ as defined by the routes in the `admin/` namespace
      <%= render partial: "nav_item", locals: { icon: 'icon-grid-line', url: super_admin_root_url, label: 'Dashboard' } %>
      <% Administrate::Namespace.new(namespace).resources.each do |resource| %>
        <% next if ["account_users", "access_tokens", "installation_configs", "dashboard", "devise/sessions", "app_configs", "instance_statuses", "settings", "push_diagnostics"].include?  resource.resource %>
+        <% next if resource.resource == "platform_banners" && !ChatwootApp.chatwoot_cloud? %>
        <%= render partial: "nav_item", locals: {
            icon: sidebar_icons[resource.resource.to_sym],
            url: resource_index_route(resource),
@@ -191,10 +191,10 @@
 - name: assignment_v2
  display_name: Assignment V2
  enabled: true
- name: twilio_content_templates
-  display_name: Twilio Content Templates
+- name: captain_document_auto_sync
+  display_name: Captain Document Auto Sync
  enabled: false
-  deprecated: true
+  premium: true
 - name: advanced_search
  display_name: Advanced Search
  enabled: false
@@ -40,6 +40,11 @@ Rails.application.reloader.to_prepare do
  if File.exist?(schedule_file) && Sidekiq.server?
    schedule = YAML.load_file(schedule_file)

+    # Merge enterprise-only cron entries when running an enterprise build.
+    # Mirrors the conditional-load pattern already used for enterprise initializers.
+    enterprise_schedule_file = Rails.root.join('enterprise/config/schedule.yml')
+    schedule.merge!(YAML.load_file(enterprise_schedule_file)) if ChatwootApp.enterprise? && enterprise_schedule_file.exist?
+
    # Cron entries removed from schedule.yml but possibly still in Redis
    # with source:'dynamic' (predating the source tag). load_from_hash!
    # only cleans up source:'schedule' entries, so these need explicit removal.
@@ -64,6 +64,8 @@ en:
      email_already_exists: 'You have already signed up for an account with %{email}'
      invalid_params: 'Invalid, please check the signup paramters and try again'
      failed: Signup failed
+    voice:
+      call_already_accepted: '%{agent_name} is already handling the call.'
    assignment_policy:
      not_found: Assignment policy not found
    attachments:
@@ -379,6 +381,9 @@ en:
      limit_exceeded: 'Document limit exceeded'
      pdf_format_error: 'must be a PDF file'
      pdf_size_error: 'must be less than 10MB'
+      sync_not_supported_for_pdf: 'Sync is not supported for PDF documents'
+      sync_only_available_documents: 'Sync is only available for processed documents'
+      sync_already_in_progress: 'Document sync is already in progress'
      pdf_upload_failed: 'Failed to upload PDF to OpenAI'
      pdf_upload_success: 'PDF uploaded successfully with file_id: %{file_id}'
      pdf_processing_failed: 'Failed to process PDF document %{document_id}: %{error}'
@@ -77,7 +77,9 @@ Rails.application.routes.draw do
            resources :custom_tools do
              post :test, on: :collection
            end
-            resources :documents, only: [:index, :show, :create, :destroy]
+            resources :documents, only: [:index, :show, :create, :destroy] do
+              post :sync, on: :member
+            end
            resource :tasks, only: [], controller: 'tasks' do
              post :rewrite
              post :summarize
@@ -651,6 +653,7 @@ Rails.application.routes.draw do
        delete :avatar, on: :member, action: :destroy_avatar
      end
      resources :platform_apps, only: [:index, :new, :create, :show, :edit, :update, :destroy]
+      resources :platform_banners
      resource :instance_status, only: [:show]

      resource :settings, only: [:show] do
@@ -0,0 +1,7 @@
+class AddVoiceToChannelTwilioSms < ActiveRecord::Migration[7.0]
+  def change
+    add_column :channel_twilio_sms, :voice_enabled, :boolean, default: false, null: false
+    add_column :channel_twilio_sms, :twiml_app_sid, :string
+    add_column :channel_twilio_sms, :api_key_secret, :string
+  end
+end
@@ -0,0 +1,20 @@
+class DropChannelVoice < ActiveRecord::Migration[7.0]
+  def up
+    drop_table :channel_voice, if_exists: true
+  end
+
+  def down
+    create_table :channel_voice do |t|
+      t.string :phone_number, null: false
+      t.string :provider, null: false, default: 'twilio'
+      t.jsonb :provider_config, null: false
+      t.integer :account_id, null: false
+      t.jsonb :additional_attributes, default: {}
+
+      t.timestamps
+    end
+
+    add_index :channel_voice, :phone_number, unique: true
+    add_index :channel_voice, :account_id
+  end
+end
@@ -0,0 +1,11 @@
+class CreatePlatformBanners < ActiveRecord::Migration[7.1]
+  def change
+    create_table :platform_banners do |t|
+      t.text :banner_message, null: false
+      t.integer :banner_type, null: false, default: 0
+      t.boolean :active, default: true, null: false
+
+      t.timestamps
+    end
+  end
+end
@@ -0,0 +1,22 @@
+class RepurposeTwilioContentTemplatesFlagForCaptainDocumentAutoSync < ActiveRecord::Migration[7.1]
+  def up
+    # The twilio_content_templates flag (deprecated) has been renamed to captain_document_auto_sync.
+    # Disable it on any accounts that had twilio_content_templates enabled so the repurposed
+    # flag starts in its intended default-off state.
+    Account.feature_captain_document_auto_sync.find_each(batch_size: 100) do |account|
+      account.disable_features(:captain_document_auto_sync)
+      account.save!(validate: false)
+    end
+
+    # Remove the stale twilio_content_templates entry from ACCOUNT_LEVEL_FEATURE_DEFAULTS.
+    # ConfigLoader only adds new flags; it never removes renamed ones.
+    # Leaving it would cause NoMethodError in enable_default_features when
+    # creating new accounts (feature_twilio_content_templates= no longer exists).
+    config = InstallationConfig.find_by(name: 'ACCOUNT_LEVEL_FEATURE_DEFAULTS')
+    return if config&.value.blank?
+
+    config.value = config.value.reject { |f| f['name'] == 'twilio_content_templates' }
+    config.save!
+    GlobalConfig.clear_cache
+  end
+end
@@ -0,0 +1,18 @@
+class BackfillCaptainDocumentSyncMetadata < ActiveRecord::Migration[7.0]
+  def up
+    return unless ChatwootApp.enterprise?
+
+    # rubocop:disable Rails/SkipsModelValidations
+    Captain::Document
+      .syncable
+      .where(status: :available, sync_status: nil, last_synced_at: nil)
+      .in_batches(of: 1000) do |batch|
+        batch.update_all('sync_status = 1, last_synced_at = updated_at')
+      end
+    # rubocop:enable Rails/SkipsModelValidations
+  end
+
+  def down
+    # No-op. This is a one-time baseline for existing available web documents.
+  end
+end
@@ -10,7 +10,7 @@
 #
 # It's strongly recommended that you check this file into your version control system.

-ActiveRecord::Schema[7.1].define(version: 2026_04_27_094500) do
+ActiveRecord::Schema[7.1].define(version: 2026_04_28_120000) do
  # These extensions should be enabled to support this database
  enable_extension "pg_stat_statements"
  enable_extension "pg_trgm"
@@ -552,6 +552,9 @@ ActiveRecord::Schema[7.1].define(version: 2026_04_27_094500) do
    t.string "api_key_sid"
    t.jsonb "content_templates", default: {}
    t.datetime "content_templates_last_updated"
+    t.boolean "voice_enabled", default: false, null: false
+    t.string "twiml_app_sid"
+    t.string "api_key_secret"
    t.index ["account_sid", "phone_number"], name: "index_channel_twilio_sms_on_account_sid_and_phone_number", unique: true
    t.index ["messaging_service_sid"], name: "index_channel_twilio_sms_on_messaging_service_sid", unique: true
    t.index ["phone_number"], name: "index_channel_twilio_sms_on_phone_number", unique: true
@@ -568,18 +571,6 @@ ActiveRecord::Schema[7.1].define(version: 2026_04_27_094500) do
    t.index ["account_id", "profile_id"], name: "index_channel_twitter_profiles_on_account_id_and_profile_id", unique: true
  end

-  create_table "channel_voice", force: :cascade do |t|
-    t.string "phone_number", null: false
-    t.string "provider", default: "twilio", null: false
-    t.jsonb "provider_config", null: false
-    t.integer "account_id", null: false
-    t.jsonb "additional_attributes", default: {}
-    t.datetime "created_at", null: false
-    t.datetime "updated_at", null: false
-    t.index ["account_id"], name: "index_channel_voice_on_account_id"
-    t.index ["phone_number"], name: "index_channel_voice_on_phone_number", unique: true
-  end
-
  create_table "channel_web_widgets", id: :serial, force: :cascade do |t|
    t.string "website_url"
    t.integer "account_id"
@@ -1096,6 +1087,14 @@ ActiveRecord::Schema[7.1].define(version: 2026_04_27_094500) do
    t.datetime "updated_at", null: false
  end

+  create_table "platform_banners", force: :cascade do |t|
+    t.text "banner_message", null: false
+    t.integer "banner_type", default: 0, null: false
+    t.boolean "active", default: true, null: false
+    t.datetime "created_at", null: false
+    t.datetime "updated_at", null: false
+  end
+
  create_table "portals", force: :cascade do |t|
    t.integer "account_id", null: false
    t.string "name", null: false
@@ -2,13 +2,13 @@ module Enterprise::ContactInboxBuilder
  private

  def generate_source_id
-    return super unless @inbox.channel_type == 'Channel::Voice'
+    return super unless twilio_voice_inbox?

    phone_source_id
  end

  def phone_source_id
-    return super unless @inbox.channel_type == 'Channel::Voice'
+    return super unless twilio_voice_inbox?

    return SecureRandom.uuid if @contact.phone_number.blank?

@@ -16,6 +16,10 @@ module Enterprise::ContactInboxBuilder
  end

  def allowed_channels?
-    super || @inbox.channel_type == 'Channel::Voice'
+    super || twilio_voice_inbox?
+  end
+
+  def twilio_voice_inbox?
+    @inbox.channel_type == 'Channel::TwilioSms' && @inbox.channel.voice_enabled?
  end
 end
@@ -2,8 +2,13 @@ module Enterprise::Messages::MessageBuilder
  private

  def message_type
-    return @message_type if @message_type == 'incoming' && @conversation.inbox.channel_type == 'Channel::Voice'
+    return @message_type if @message_type == 'incoming' && twilio_voice_inbox? && @params[:content_type] == 'voice_call'

    super
  end
+
+  def twilio_voice_inbox?
+    inbox = @conversation.inbox
+    inbox.channel_type == 'Channel::TwilioSms' && inbox.channel.voice_enabled?
+  end
 end
@@ -7,7 +7,10 @@ class Api::V1::Accounts::Captain::BulkActionsController < Api::V1::Accounts::Bas
  MODEL_TYPE = %w[AssistantResponse AssistantDocument].freeze

  def create
-    @responses = process_bulk_action
+    result = process_bulk_action
+    return if performed?
+
+    @responses = result
  end

  private
@@ -15,13 +18,13 @@ class Api::V1::Accounts::Captain::BulkActionsController < Api::V1::Accounts::Bas
  def validate_params
    return if params[:type].present? && params[:ids].present? && params[:fields].present?

-    render json: { success: false }, status: :unprocessable_entity
+    render json: { success: false }, status: :unprocessable_content
  end

  def type_matches?
    return if MODEL_TYPE.include?(params[:type])

-    render json: { success: false }, status: :unprocessable_entity
+    render json: { success: false }, status: :unprocessable_content
  end

  def process_bulk_action
@@ -48,13 +51,38 @@ class Api::V1::Accounts::Captain::BulkActionsController < Api::V1::Accounts::Bas
  end

  def handle_documents
-    return [] unless params[:fields][:status] == 'delete'
+    case params[:fields][:status]
+    when 'delete'
+      delete_documents
+    when 'sync'
+      sync_documents
+    else
+      []
+    end
+  end

+  def delete_documents
    documents = Current.account.captain_documents.where(id: params[:ids])
-    return [] unless documents.exists?
+    return render json: { count: 0 } unless documents.exists?

-    documents.destroy_all
-    []
+    destroyed_documents = documents.destroy_all
+    render json: { count: destroyed_documents.size }
+  end
+
+  def sync_documents
+    synced_document_ids = []
+
+    Current.account.captain_documents.where(id: params[:ids]).find_each(batch_size: 100) do |document|
+      next unless document.syncable?
+      next unless document.available?
+      next if document.sync_in_progress?
+
+      document.update!(sync_status: :syncing, last_sync_attempted_at: Time.current)
+      Captain::Documents::PerformSyncJob.perform_later(document)
+      synced_document_ids << document.id
+    end
+
+    render json: { ids: synced_document_ids, count: synced_document_ids.size }
  end

  def permitted_params
@@ -4,7 +4,7 @@ class Api::V1::Accounts::Captain::DocumentsController < Api::V1::Accounts::BaseC

  before_action :set_current_page, only: [:index]
  before_action :set_documents, except: [:create]
-  before_action :set_document, only: [:show, :destroy]
+  before_action :set_document, only: [:show, :destroy, :sync]
  before_action :set_assistant, only: [:create]
  RESULTS_PER_PAGE = 25

@@ -29,6 +29,16 @@ class Api::V1::Accounts::Captain::DocumentsController < Api::V1::Accounts::BaseC
    render_could_not_create_error(e.record.errors.full_messages.join(', '))
  end

+  def sync
+    return render_could_not_create_error(I18n.t('captain.documents.sync_not_supported_for_pdf')) unless @document.syncable?
+    return render_could_not_create_error(I18n.t('captain.documents.sync_only_available_documents')) unless @document.available?
+    return render_could_not_create_error(I18n.t('captain.documents.sync_already_in_progress')) if @document.sync_in_progress?
+
+    @document.update!(sync_status: :syncing, last_sync_attempted_at: Time.current)
+    Captain::Documents::PerformSyncJob.perform_later(@document)
+    head :accepted
+  end
+
  def destroy
    @document.destroy
    head :no_content
@@ -1,5 +1,6 @@
 class Api::V1::Accounts::ConferenceController < Api::V1::Accounts::BaseController
  before_action :set_voice_inbox_for_conference
+  rescue_from CustomExceptions::CallAlreadyAccepted, with: :render_call_already_accepted

  def token
    render json: Voice::Provider::Twilio::TokenService.new(
@@ -10,36 +11,35 @@ class Api::V1::Accounts::ConferenceController < Api::V1::Accounts::BaseControlle
  end

  def create
-    conversation = fetch_conversation_by_display_id
-    ensure_call_sid!(conversation)
+    call = resolve_call!

-    conference_service = Voice::Provider::Twilio::ConferenceService.new(conversation: conversation)
+    conference_service = Voice::Provider::Twilio::ConferenceService.new(call: call)
    conference_sid = conference_service.ensure_conference_sid
    conference_service.mark_agent_joined(user: current_user)

    render json: {
      status: 'success',
-      id: conversation.display_id,
+      id: call.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 }
+    call = resolve_call!
+    Voice::Provider::Twilio::ConferenceService.new(call: call).end_conference
+    render json: { status: 'success', id: call.conversation.display_id }
  end

  private

-  def ensure_call_sid!(conversation)
-    return conversation.identifier if conversation.identifier.present?
+  def resolve_call!
+    sid = params[:call_sid].presence
+    raise ActionController::ParameterMissing, :call_sid if sid.blank?

-    incoming_sid = params.require(:call_sid)
-
-    conversation.update!(identifier: incoming_sid)
-    incoming_sid
+    conversation = fetch_conversation_by_display_id
+    Call.where(inbox_id: @voice_inbox.id, provider: :twilio, conversation_id: conversation.id)
+        .find_by!(provider_call_id: sid)
  end

  def set_voice_inbox_for_conference
@@ -55,4 +55,8 @@ class Api::V1::Accounts::ConferenceController < Api::V1::Accounts::BaseControlle
    authorize conversation, :show?
    conversation
  end
+
+  def render_call_already_accepted(error)
+    render json: { error: error.message }, status: :conflict
+  end
 end
@@ -6,20 +6,18 @@ class Api::V1::Accounts::Contacts::CallsController < Api::V1::Accounts::BaseCont
    authorize contact, :show?
    authorize voice_inbox, :show?

-    result = Voice::OutboundCallBuilder.perform!(
+    call = Voice::OutboundCallBuilder.perform!(
      account: Current.account,
      inbox: voice_inbox,
      user: Current.user,
      contact: contact
    )

-    conversation = result[:conversation]
-
    render json: {
-      conversation_id: conversation.display_id,
+      conversation_id: call.conversation.display_id,
      inbox_id: voice_inbox.id,
-      call_sid: result[:call_sid],
-      conference_sid: conversation.additional_attributes['conference_sid']
+      call_sid: call.provider_call_id,
+      conference_sid: call.conference_sid
    }
  end

@@ -30,9 +28,14 @@ class Api::V1::Accounts::Contacts::CallsController < Api::V1::Accounts::BaseCont
  end

  def voice_inbox
-    @voice_inbox ||= Current.user.assigned_inboxes.where(
-      account_id: Current.account.id,
-      channel_type: 'Channel::Voice'
-    ).find(params.require(:inbox_id))
+    @voice_inbox ||= begin
+      inbox = Current.user.assigned_inboxes.where(
+        account_id: Current.account.id,
+        channel_type: 'Channel::TwilioSms'
+      ).find(params.require(:inbox_id))
+      raise ActiveRecord::RecordNotFound, 'Voice not enabled' unless inbox.channel.voice_enabled?
+
+      inbox
+    end
  end
 end
@@ -14,20 +14,46 @@ module Enterprise::Api::V1::Accounts::InboxesController
  end

  def channel_type_from_params
-    case permitted_params[:channel][:type]
-    when 'voice'
-      Channel::Voice
-    else
-      super
-    end
+    return Channel::TwilioSms if permitted_params[:channel][:type] == 'voice'
+
+    super
  end

  def account_channels_method
-    case permitted_params[:channel][:type]
-    when 'voice'
-      Current.account.voice_channels
-    else
-      super
-    end
+    return Current.account.twilio_sms if permitted_params[:channel][:type] == 'voice'
+
+    super
+  end
+
+  def create_channel
+    return create_voice_channel if permitted_params[:channel][:type] == 'voice'
+
+    super
+  end
+
+  def get_channel_attributes(channel_type)
+    attrs = super
+    attrs += [:voice_enabled, :api_key_sid, :api_key_secret] if channel_type == 'Channel::TwilioSms' && @inbox&.channel&.medium == 'sms'
+    attrs
+  end
+
+  def create_voice_channel
+    raise Pundit::NotAuthorizedError unless Current.account.feature_enabled?('channel_voice')
+
+    voice_params = params.require(:channel).permit(
+      :phone_number, :provider,
+      provider_config: [:account_sid, :auth_token, :api_key_sid, :api_key_secret]
+    )
+    config = voice_params[:provider_config] || {}
+
+    Current.account.twilio_sms.create!(
+      phone_number: voice_params[:phone_number],
+      account_sid: config[:account_sid],
+      auth_token: config[:auth_token],
+      api_key_sid: config[:api_key_sid],
+      api_key_secret: config[:api_key_secret],
+      medium: :sms,
+      voice_enabled: true
+    )
  end
 end
@@ -20,30 +20,28 @@ class Twilio::VoiceController < ApplicationController
  end

  def call_twiml
-    account = current_account
    Rails.logger.info(
-      "TWILIO_VOICE_TWIML account=#{account.id} call_sid=#{twilio_call_sid} from=#{twilio_from} direction=#{twilio_direction}"
+      "TWILIO_VOICE_TWIML account=#{current_account.id} call_sid=#{twilio_call_sid} from=#{twilio_from} direction=#{twilio_direction}"
    )

-    conversation = resolve_conversation
-    conference_sid = ensure_conference_sid!(conversation)
-
-    render xml: conference_twiml(conference_sid, agent_leg?(twilio_from))
+    call = resolve_call
+    render xml: conference_twiml(call)
  end

  def conference_status
    event = mapped_conference_event
-    return head :no_content unless event
+    if event.nil?
+      Rails.logger.info(
+        "TWILIO_VOICE_CONFERENCE_UNMAPPED_EVENT account=#{current_account.id} event=#{params[:StatusCallbackEvent]} call_sid=#{twilio_call_sid}"
+      )
+      return head :no_content
+    end

-    conversation = find_conversation_for_conference!(
-      friendly_name: params[:FriendlyName],
-      call_sid: twilio_call_sid
-    )
+    call = find_call_for_conference!(params[:FriendlyName], twilio_call_sid)

    Voice::Conference::Manager.new(
-      conversation: conversation,
+      call: call,
      event: event,
-      call_sid: twilio_call_sid,
      participant_label: participant_label
    ).process

@@ -80,8 +78,8 @@ class Twilio::VoiceController < ApplicationController
    from_number.start_with?('client:')
  end

-  def resolve_conversation
-    return find_conversation_for_agent if agent_leg?(twilio_from)
+  def resolve_call
+    return find_call_for_agent if agent_leg?(twilio_from)

    case twilio_direction
    when 'inbound'
@@ -92,85 +90,80 @@ class Twilio::VoiceController < ApplicationController
        call_sid: twilio_call_sid
      )
    when 'outbound-api', 'outbound-dial'
-      sync_outbound_leg(
-        call_sid: twilio_call_sid,
-        from_number: twilio_from,
-        direction: twilio_direction
-      )
+      sync_outbound_leg(call_sid: twilio_call_sid, direction: twilio_direction)
    else
      raise ArgumentError, "Unsupported Twilio direction: #{twilio_direction}"
    end
  end

-  def find_conversation_for_agent
-    if params[:conversation_id].present?
-      current_account.conversations.find_by!(display_id: params[:conversation_id])
-    else
-      current_account.conversations.find_by!(identifier: twilio_call_sid)
-    end
+  def find_call_for_agent
+    sid = params[:call_sid].presence
+    raise ArgumentError, 'call_sid is required for agent leg' if sid.blank?
+
+    inbox_calls.find_by!(provider_call_id: sid)
  end

-  def sync_outbound_leg(call_sid:, from_number:, direction:)
+  def sync_outbound_leg(call_sid:, direction:)
    parent_sid = params['ParentCallSid'].presence
    lookup_sid = direction == 'outbound-dial' ? parent_sid || call_sid : call_sid
-    conversation = current_account.conversations.find_by!(identifier: lookup_sid)
+    call = inbox_calls.find_by!(provider_call_id: lookup_sid)

-    Voice::CallSessionSyncService.new(
-      conversation: conversation,
-      call_sid: call_sid,
-      message_call_sid: conversation.identifier,
-      leg: {
-        from_number: from_number,
-        to_number: twilio_to,
-        direction: 'outbound'
-      }
-    ).perform
+    call.update!(parent_call_sid: parent_sid) if parent_sid.present? && call.parent_call_sid != parent_sid
+    call
  end

-  def ensure_conference_sid!(conversation)
-    attrs = conversation.additional_attributes || {}
-    attrs['conference_sid'] ||= Voice::Conference::Name.for(conversation)
-    conversation.update!(additional_attributes: attrs)
-    attrs['conference_sid']
+  def inbox_calls
+    Call.where(inbox_id: inbox.id, provider: :twilio)
  end

-  def conference_twiml(conference_sid, agent_leg)
+  def conference_twiml(call)
+    conference_sid = ensure_conference_sid!(call)
+
    Twilio::TwiML::VoiceResponse.new.tap do |response|
      response.dial do |dial|
        dial.conference(
          conference_sid,
-          start_conference_on_enter: agent_leg,
+          start_conference_on_enter: agent_leg?(twilio_from),
          end_conference_on_exit: false,
          status_callback: conference_status_callback_url,
          status_callback_event: 'start end join leave',
          status_callback_method: 'POST',
-          participant_label: agent_leg ? 'agent' : 'contact'
+          participant_label: participant_label_for(twilio_from)
        )
      end
    end.to_s
  end

+  def ensure_conference_sid!(call)
+    return call.conference_sid if call.conference_sid.present?
+
+    call.update!(conference_sid: call.default_conference_sid)
+    call.conference_sid
+  end
+
+  def participant_label_for(from_number)
+    return from_number.delete_prefix('client:') if from_number.start_with?('client:')
+
+    'contact'
+  end
+
  def conference_status_callback_url
    phone_digits = inbox_channel.phone_number.delete_prefix('+')
    Rails.application.routes.url_helpers.twilio_voice_conference_status_url(phone: phone_digits)
  end

-  def find_conversation_for_conference!(friendly_name:, call_sid:)
+  def find_call_for_conference!(friendly_name, call_sid)
    name = friendly_name.to_s
-    scope = current_account.conversations
-
-    if name.present?
-      conversation = scope.where("additional_attributes->>'conference_sid' = ?", name).first
-      return conversation if conversation
-    end
-
-    scope.find_by!(identifier: call_sid)
+    call = inbox_calls.by_conference_sid(name).first if name.present?
+    call || inbox_calls.find_by!(provider_call_id: call_sid)
  end

  def set_inbox!
    digits = params[:phone].to_s.gsub(/\D/, '')
-    e164 = "+#{digits}"
-    channel = Channel::Voice.find_by!(phone_number: e164)
+    phone_number = "+#{digits}"
+    channel = Channel::TwilioSms.find_by!(phone_number: phone_number)
+    raise ActiveRecord::RecordNotFound, "Voice not enabled for #{phone_number}" unless channel.voice_enabled?
+
    @inbox = channel.inbox
  end

@@ -0,0 +1,5 @@
+module Enterprise::MessageFinder
+  def conversation_messages
+    super.includes(call: [:contact, { inbox: :channel }])
+  end
+end
@@ -1,6 +1,9 @@
 class Captain::Documents::PerformSyncJob < MutexApplicationJob
  queue_as :low

+  # A single page fetch + fingerprint compare should complete in seconds.
+  # 10 minutes is generous headroom — if still "syncing" after that, the worker likely died mid-run.
+  # Shared with ScheduleSyncsJob so stale locks are re-enqueued at the same threshold.
  LOCK_TIMEOUT = 10.minutes

  # Safety net for anything we didn't rescue by name — parser bugs, ActiveRecord blips,
@@ -78,6 +81,7 @@ class Captain::Documents::PerformSyncJob < MutexApplicationJob
  def handle_unexpected_failure(document, error, start_time)
    document.update!(
      sync_status: :failed,
+      sync_step: nil,
      last_sync_error_code: 'sync_error',
      last_sync_attempted_at: Time.current
    )
@@ -0,0 +1,65 @@
+class Captain::Documents::ScheduleSyncsJob < ApplicationJob
+  queue_as :scheduled_jobs
+
+  PER_ACCOUNT_HOURLY_CAP = 50
+  GLOBAL_HOURLY_CAP = 1000
+  SYNC_STALE_TIMEOUT = Captain::Document::SYNC_STALE_TIMEOUT
+
+  def perform
+    @remaining_global_capacity = GLOBAL_HOURLY_CAP
+    stats = { accounts_scanned: 0, accounts_enabled: 0, accounts_scheduled: 0, documents_enqueued: 0 }
+
+    Account.joins(:captain_documents).distinct.find_each(batch_size: 100) do |account|
+      break if @remaining_global_capacity <= 0
+
+      stats[:accounts_scanned] += 1
+      next unless account.feature_enabled?('captain_document_auto_sync')
+
+      stats[:accounts_enabled] += 1
+      interval = account.captain_document_sync_interval
+      next unless interval
+
+      stats[:accounts_scheduled] += 1
+      stats[:documents_enqueued] += enqueue_due_documents(account, interval)
+    end
+
+    log_scheduler_summary(stats)
+  end
+
+  private
+
+  def enqueue_due_documents(account, interval)
+    syncing = Captain::Document.sync_statuses[:syncing]
+    synced = Captain::Document.sync_statuses[:synced]
+    failed = Captain::Document.sync_statuses[:failed]
+    stale_cutoff = SYNC_STALE_TIMEOUT.ago
+    per_account_limit = [PER_ACCOUNT_HOURLY_CAP, @remaining_global_capacity].min
+    enqueued_count = 0
+
+    account.captain_documents.syncable.where(status: :available).where(
+      '(sync_status = ? AND last_synced_at < ?) OR (sync_status = ? AND last_sync_attempted_at < ?) OR ' \
+      '(sync_status = ? AND last_sync_attempted_at < ?)',
+      synced, interval.ago, failed, interval.ago, syncing, stale_cutoff
+    ).order(Arel.sql('last_sync_attempted_at ASC NULLS FIRST'), :id).limit(per_account_limit).each do |document|
+      next unless document.syncable?
+
+      # Reserve the sync slot before enqueueing so later scheduler runs skip this document while the job is queued.
+      document.update!(sync_status: :syncing, last_sync_attempted_at: Time.current)
+      Captain::Documents::PerformSyncJob.perform_later(document)
+      @remaining_global_capacity -= 1
+      enqueued_count += 1
+    end
+
+    enqueued_count
+  end
+
+  def log_scheduler_summary(stats)
+    payload = {
+      event: 'completed',
+      global_cap_hit: @remaining_global_capacity <= 0,
+      remaining_global_capacity: @remaining_global_capacity
+    }.merge(stats)
+
+    Rails.logger.info("[Captain::Documents::ScheduleSyncsJob] #{payload.to_json}")
+  end
+end
@@ -14,7 +14,11 @@ class Captain::Tools::FirecrawlParserJob < ApplicationJob
      external_link: canonical_url,
      content: payload[:markdown],
      name: metadata['title'],
-      status: :available
+      status: :available,
+      sync_status: :synced,
+      last_synced_at: Time.current,
+      last_sync_attempted_at: Time.current,
+      last_sync_error_code: nil
    )
  rescue StandardError => e
    raise "Failed to parse FireCrawl data: #{e.message}"
@@ -1,6 +1,10 @@
 class Captain::Tools::SimplePageCrawlParserJob < ApplicationJob
+  class PermanentCrawlError < StandardError; end
+
  queue_as :low

+  discard_on PermanentCrawlError
+
  def perform(assistant_id:, page_link:)
    assistant = Captain::Assistant.find(assistant_id)
    account = assistant.account
@@ -11,23 +15,71 @@ class Captain::Tools::SimplePageCrawlParserJob < ApplicationJob
    end

    crawler = Captain::Tools::SimplePageCrawlService.new(page_link)
-
-    page_title = crawler.page_title || ''
-    content = crawler.body_text_content || ''
-
    normalized_link = normalize_link(page_link)
    document = assistant.documents.find_or_initialize_by(external_link: normalized_link)

-    document.update!(
-      external_link: normalized_link,
-      name: page_title[0..254], content: content[0..14_999], status: :available
-    )
+    handle_failed_fetch!(document, crawler.status_code, page_link) unless crawler.success?
+
+    persist_document!(document, normalized_link, crawler)
+  rescue PermanentCrawlError
+    raise
  rescue StandardError => e
    raise "Failed to parse data: #{page_link} #{e.message}"
  end

  private

+  def handle_failed_fetch!(document, status_code, page_link)
+    error_code = http_error_code(status_code)
+    mark_failed!(document, error_code) if document.persisted?
+
+    error_message = "Failed to fetch page: #{page_link}"
+    raise PermanentCrawlError, error_message if permanent_failure?(error_code)
+
+    raise error_message
+  end
+
+  def persist_document!(document, normalized_link, crawler)
+    document.update!(
+      external_link: normalized_link,
+      name: (crawler.page_title || '')[0..254],
+      content: (crawler.body_markdown || '')[0..14_999],
+      status: :available,
+      **synced_attributes
+    )
+  end
+
+  def synced_attributes
+    {
+      sync_status: :synced,
+      last_synced_at: Time.current,
+      last_sync_attempted_at: Time.current,
+      last_sync_error_code: nil
+    }
+  end
+
+  def mark_failed!(document, error_code)
+    document.update!(
+      status: :available,
+      sync_status: :failed,
+      last_sync_error_code: error_code,
+      last_sync_attempted_at: Time.current
+    )
+  end
+
+  def http_error_code(status_code)
+    case status_code
+    when 404 then 'not_found'
+    when 401, 403 then 'access_denied'
+    when 408, 504 then 'timeout'
+    else 'fetch_failed'
+    end
+  end
+
+  def permanent_failure?(error_code)
+    Captain::Documents::SyncService::PERMANENT_ERROR_CODES.include?(error_code)
+  end
+
  def normalize_link(raw_link)
    raw_link.to_s.delete_suffix('/')
  end
@@ -34,6 +34,8 @@ class Call < ApplicationRecord
  # Statuses where the call is finished and won't change again
  TERMINAL_STATUSES = %w[completed no_answer failed].freeze

+  store_accessor :meta, :conference_sid, :recording_sid, :parent_call_sid, :initiated_at, :ended_at
+
  enum :provider, { twilio: 0, whatsapp: 1 }
  enum :direction, { incoming: 0, outgoing: 1 }

@@ -41,7 +43,7 @@ class Call < ApplicationRecord
  belongs_to :inbox
  belongs_to :conversation
  belongs_to :contact
-  belongs_to :message, optional: true
+  belongs_to :message, optional: true, inverse_of: :call
  belongs_to :accepted_by_agent, class_name: 'User', optional: true

  has_one_attached :recording
@@ -52,4 +54,51 @@ class Call < ApplicationRecord
  validates :status, presence: true, inclusion: { in: STATUSES }

  scope :active, -> { where.not(status: TERMINAL_STATUSES) }
+  scope :by_conference_sid, ->(sid) { where("meta->>'conference_sid' = ?", sid) }
+
+  def self.find_by_provider_call_id(provider, sid)
+    find_by(provider: provider, provider_call_id: sid)
+  end
+
+  def default_conference_sid
+    "conf_account_#{account_id}_call_#{id}"
+  end
+
+  def display_status
+    status.to_s.tr('_', '-')
+  end
+
+  def from_number
+    incoming? ? contact.phone_number : inbox.channel&.phone_number
+  end
+
+  def to_number
+    incoming? ? inbox.channel&.phone_number : contact.phone_number
+  end
+
+  def recording_url
+    return nil unless recording.attached?
+
+    Rails.application.routes.url_helpers.rails_blob_url(recording)
+  end
+
+  def push_event_data
+    {
+      id: id,
+      provider_call_id: provider_call_id,
+      provider: provider,
+      direction: direction,
+      status: display_status,
+      duration_seconds: duration_seconds,
+      conference_sid: conference_sid,
+      accepted_by_agent_id: accepted_by_agent_id,
+      accepted_by_agent_name: accepted_by_agent&.available_name,
+      started_at: started_at&.to_i,
+      ended_at: ended_at,
+      from_number: from_number,
+      to_number: to_number,
+      recording_url: recording_url,
+      transcript: transcript
+    }
+  end
 end
@@ -26,12 +26,14 @@
 #
 class Captain::Document < ApplicationRecord
  class LimitExceededError < StandardError; end
+  SYNC_STALE_TIMEOUT = 2.hours
  self.table_name = 'captain_documents'

  belongs_to :assistant, class_name: 'Captain::Assistant'
  has_many :responses, class_name: 'Captain::AssistantResponse', dependent: :destroy, as: :documentable
  belongs_to :account
  has_one_attached :pdf_file
+  store_accessor :metadata, :content_fingerprint, :last_sync_error_code, :sync_step, :openai_file_id

  validates :external_link, presence: true, unless: -> { pdf_file.attached? }
  validates :external_link, uniqueness: { scope: :assistant_id }, allow_blank: true
@@ -59,6 +61,7 @@ class Captain::Document < ApplicationRecord

  scope :for_account, ->(account_id) { where(account_id: account_id) }
  scope :for_assistant, ->(assistant_id) { where(assistant_id: assistant_id) }
+  scope :syncable, -> { where("external_link NOT LIKE 'PDF:%' AND external_link NOT LIKE '%.pdf'") }

  def pdf_document?
    return true if pdf_file.attached? && pdf_file.blob.content_type == 'application/pdf'
@@ -75,36 +78,8 @@ class Captain::Document < ApplicationRecord
    pdf_file.blob.byte_size if pdf_file.attached?
  end

-  def content_fingerprint
-    metadata&.dig('content_fingerprint')
-  end
-
-  def content_fingerprint=(value)
-    self.metadata = (metadata || {}).merge('content_fingerprint' => value)
-  end
-
-  def last_sync_error_code
-    metadata&.dig('last_sync_error_code')
-  end
-
-  def last_sync_error_code=(value)
-    self.metadata = (metadata || {}).merge('last_sync_error_code' => value)
-  end
-
-  def sync_step
-    metadata&.dig('sync_step')
-  end
-
-  def store_sync_step(step)
-    update!(metadata: (metadata || {}).merge('sync_step' => step))
-  end
-
-  def openai_file_id
-    metadata&.dig('openai_file_id')
-  end
-
  def store_openai_file_id(file_id)
-    update!(metadata: (metadata || {}).merge('openai_file_id' => file_id))
+    update!(openai_file_id: file_id)
  end

  def display_url
@@ -121,6 +96,18 @@ class Captain::Document < ApplicationRecord
    { document_id: id, assistant_id: assistant_id, external_link: external_link }
  end

+  def syncable?
+    !pdf_document?
+  end
+
+  def sync_stale?
+    sync_syncing? && (last_sync_attempted_at.blank? || last_sync_attempted_at < SYNC_STALE_TIMEOUT.ago)
+  end
+
+  def sync_in_progress?
+    sync_syncing? && !sync_stale?
+  end
+
  private

  def enqueue_crawl_job
@@ -1,122 +0,0 @@
-# == Schema Information
-#
-# Table name: channel_voice
-#
-#  id                    :bigint           not null, primary key
-#  additional_attributes :jsonb
-#  phone_number          :string           not null
-#  provider              :string           default("twilio"), not null
-#  provider_config       :jsonb            not null
-#  created_at            :datetime         not null
-#  updated_at            :datetime         not null
-#  account_id            :integer          not null
-#
-# Indexes
-#
-#  index_channel_voice_on_account_id    (account_id)
-#  index_channel_voice_on_phone_number  (phone_number) UNIQUE
-#
-class Channel::Voice < ApplicationRecord
-  include Channelable
-
-  self.table_name = 'channel_voice'
-
-  validates :phone_number, presence: true, uniqueness: true
-  validates :provider, presence: true
-  validates :provider_config, presence: true
-
-  # Validate phone number format (E.164 format)
-  validates :phone_number, format: { with: /\A\+[1-9]\d{1,14}\z/ }
-
-  # Provider-specific configs stored in JSON
-  validate :validate_provider_config
-  before_validation :provision_twilio_on_create, on: :create, if: :twilio?
-
-  EDITABLE_ATTRS = [:phone_number, :provider, { provider_config: {} }].freeze
-
-  def name
-    "Voice (#{phone_number})"
-  end
-
-  def messaging_window_enabled?
-    false
-  end
-
-  def initiate_call(to:, conference_sid: nil, agent_id: nil)
-    case provider
-    when 'twilio'
-      Voice::Provider::Twilio::Adapter.new(self).initiate_call(
-        to: to,
-        conference_sid: conference_sid,
-        agent_id: agent_id
-      )
-    else
-      raise "Unsupported voice provider: #{provider}"
-    end
-  end
-
-  # Public URLs used to configure Twilio webhooks
-  def voice_call_webhook_url
-    digits = phone_number.delete_prefix('+')
-    Rails.application.routes.url_helpers.twilio_voice_call_url(phone: digits)
-  end
-
-  def voice_status_webhook_url
-    digits = phone_number.delete_prefix('+')
-    Rails.application.routes.url_helpers.twilio_voice_status_url(phone: digits)
-  end
-
-  private
-
-  def twilio?
-    provider == 'twilio'
-  end
-
-  def validate_provider_config
-    return if provider_config.blank?
-
-    case provider
-    when 'twilio'
-      validate_twilio_config
-    end
-  end
-
-  def validate_twilio_config
-    config = provider_config.with_indifferent_access
-    # Require credentials and provisioned TwiML App SID
-    required_keys = %w[account_sid auth_token api_key_sid api_key_secret twiml_app_sid]
-    required_keys.each do |key|
-      errors.add(:provider_config, "#{key} is required for Twilio provider") if config[key].blank?
-    end
-  end
-
-  def provider_config_hash
-    if provider_config.is_a?(Hash)
-      provider_config
-    else
-      JSON.parse(provider_config.to_s)
-    end
-  end
-
-  def provision_twilio_on_create
-    service = ::Twilio::VoiceWebhookSetupService.new(channel: self)
-    app_sid = service.perform
-    return if app_sid.blank?
-
-    cfg = provider_config.with_indifferent_access
-    cfg[:twiml_app_sid] = app_sid
-    self.provider_config = cfg
-  rescue StandardError => e
-    error_details = {
-      error_class: e.class.to_s,
-      message: e.message,
-      phone_number: phone_number,
-      account_id: account_id,
-      backtrace: e.backtrace&.first(5)
-    }
-    Rails.logger.error("TWILIO_VOICE_SETUP_ON_CREATE_ERROR: #{error_details}")
-    errors.add(:base, "Twilio setup failed: #{e.message}")
-  end
-
-  public :provider_config_hash
-end
@@ -1,4 +1,11 @@
 module Enterprise::Account
+  CAPTAIN_SYNC_INTERVALS = {
+    'hacker' => nil,
+    'startups' => 7.days,
+    'business' => 1.day,
+    'enterprise' => 6.hours
+  }.freeze
+
  # TODO: Remove this when we upgrade administrate gem to the latest version
  # this is a temporary method since current administrate doesn't support virtual attributes
  def manually_managed_features; end
@@ -34,6 +41,14 @@ module Enterprise::Account
    custom_attributes.delete('marked_for_deletion_at') && custom_attributes.delete('marked_for_deletion_reason') && save
  end

+  def captain_document_sync_interval
+    plan = custom_attributes['plan_name']
+    plan = 'enterprise' if plan.blank? && ChatwootApp.self_hosted_enterprise?
+    return nil if plan.blank?
+
+    CAPTAIN_SYNC_INTERVALS[plan.downcase]
+  end
+
  def saml_enabled?
    saml_settings&.saml_enabled? || false
  end
@@ -0,0 +1,81 @@
+module Enterprise::Channel::TwilioSms
+  extend ActiveSupport::Concern
+
+  def self.prepended(base)
+    base.class_eval do
+      encrypts :api_key_secret if Chatwoot.encryption_configured?
+
+      validate :voice_requires_phone_number, if: :voice_enabled?
+      before_validation :provision_twiml_app, on: :create, if: :voice_enabled?
+      before_validation :provision_twiml_app_on_update, on: :update, if: :voice_enabled_changed_to_true?
+      after_commit :teardown_voice, on: :update, if: :voice_disabled?
+    end
+  end
+
+  def initiate_call(to:, conference_sid: nil, agent_id: nil)
+    Voice::Provider::Twilio::Adapter.new(self).initiate_call(
+      to: to,
+      conference_sid: conference_sid,
+      agent_id: agent_id
+    )
+  end
+
+  def voice_call_webhook_url
+    digits = phone_number.delete_prefix('+')
+    Rails.application.routes.url_helpers.twilio_voice_call_url(phone: digits)
+  end
+
+  def voice_status_webhook_url
+    digits = phone_number.delete_prefix('+')
+    Rails.application.routes.url_helpers.twilio_voice_status_url(phone: digits)
+  end
+
+  # Voice channels store the secret in api_key_secret; SMS channels keep using auth_token via super.
+  def client
+    if api_key_sid.present? && api_key_secret.present?
+      Twilio::REST::Client.new(api_key_sid, api_key_secret, account_sid)
+    else
+      super
+    end
+  end
+
+  private
+
+  def voice_requires_phone_number
+    return if phone_number.present?
+
+    errors.add(:base, 'Voice calling requires a phone number and cannot be used with messaging service SID')
+  end
+
+  def voice_enabled_changed_to_true?
+    voice_enabled? && voice_enabled_changed?
+  end
+
+  def voice_disabled?
+    !voice_enabled? && voice_enabled_previously_changed?
+  end
+
+  def teardown_voice
+    Twilio::VoiceTeardownService.new(channel: self).perform
+  end
+
+  def provision_twiml_app
+    return if twiml_app_sid.present?
+    return if phone_number.blank?
+
+    validate_voice_capability!
+    service = ::Twilio::VoiceWebhookSetupService.new(channel: self)
+    self.twiml_app_sid = service.perform
+  rescue StandardError => e
+    Rails.logger.error("TWILIO_VOICE_SETUP_ERROR: #{e.class} #{e.message} phone=#{phone_number} account=#{account_id}")
+    errors.add(:base, "Twilio voice setup failed: #{e.message}")
+  end
+
+  def validate_voice_capability!
+    number = client.incoming_phone_numbers.list(phone_number: phone_number).first
+    raise 'Phone number not found in Twilio account' unless number
+    raise 'This phone number does not support voice calls' unless number.capabilities['voice']
+  end
+
+  alias provision_twiml_app_on_update provision_twiml_app
+end
@@ -16,7 +16,6 @@ module Enterprise::Concerns::Account

    has_many :copilot_threads, dependent: :destroy_async
    has_many :companies, dependent: :destroy_async
-    has_many :voice_channels, dependent: :destroy_async, class_name: '::Channel::Voice'
    has_many :calls, dependent: :destroy_async

    has_one :saml_settings, dependent: :destroy_async, class_name: 'AccountSamlSettings'
@@ -25,17 +25,6 @@ module Enterprise::Conversation
    self.captain_activity_reason_type = previous_reason_type
  end

-  # Include select additional_attributes keys (call related) for update events
-  def allowed_keys?
-    return true if super
-
-    attrs_change = previous_changes['additional_attributes']
-    return false unless attrs_change.is_a?(Array) && attrs_change[1].is_a?(Hash)
-
-    changed_attr_keys = attrs_change[1].keys
-    changed_attr_keys.intersect?(%w[call_status])
-  end
-
  private

  def dispatch_captain_inference_event(event_name)
--- a/Show More
+++ b/Show More