Merge branch 'develop' into fix/CW-3183

Co-authored-by: iamsivin <iamsivin@gmail.com>

.github/CODEOWNERS

@@ -1,7 +1,2 @@
-## All javascript files should be reviewed by pranav before merging
-*.js @pranavrajs
-*.vue @pranavrajs
-
-
 ## All enterprise related files should be reviewed by sojan before merging
 /enterprise/* @sojan-official

Gemfile

@@ -69,7 +69,7 @@ gem 'webpacker'
 gem 'barnes'
 
 ##--- gems for authentication & authorization ---##
-gem 'devise', '>= 4.9.3'
+gem 'devise', '>= 4.9.4'
 gem 'devise-secure_password', git: 'https://github.com/chatwoot/devise-secure_password', branch: 'chatwoot'
 gem 'devise_token_auth'
 # authorization
@@ -203,7 +203,7 @@ group :development do
   gem 'rack-mini-profiler', '>= 3.2.0', require: false
   gem 'stackprof'
   # Should install the associated chrome extension to view query logs
-  gem 'meta_request'
+  gem 'meta_request', '>= 0.8.0'
 end
 
 group :test do

Gemfile.lock

@@ -149,7 +149,7 @@ GEM
       multi_json (~> 1)
       statsd-ruby (~> 1.1)
     base64 (0.1.1)
-    bcrypt (3.1.19)
+    bcrypt (3.1.20)
     bindex (0.8.1)
     blingfire (0.1.8)
     bootsnap (1.16.0)
@@ -194,7 +194,7 @@ GEM
       irb (>= 1.5.0)
       reline (>= 0.3.1)
     declarative (0.0.20)
-    devise (4.9.3)
+    devise (4.9.4)
       bcrypt (~> 3.0)
       orm_adapter (~> 0.1)
       railties (>= 4.1.0)
@@ -366,7 +366,7 @@ GEM
       mini_mime (>= 1.0.0)
       multi_xml (>= 0.5.2)
     httpclient (2.8.3)
-    i18n (1.14.1)
+    i18n (1.14.4)
       concurrent-ruby (~> 1.0)
     image_processing (1.12.2)
       mini_magick (>= 4.9.5, < 5)
@@ -452,17 +452,17 @@ GEM
     marcel (1.0.2)
     maxminddb (0.1.22)
     memoist (0.16.2)
-    meta_request (0.7.4)
+    meta_request (0.8.2)
       rack-contrib (>= 1.1, < 3)
-      railties (>= 3.0.0, < 7.1)
+      railties (>= 3.0.0, < 8)
     method_source (1.0.0)
     mime-types (3.4.1)
       mime-types-data (~> 3.2015)
     mime-types-data (3.2023.0218.1)
     mini_magick (4.12.0)
     mini_mime (1.1.5)
-    mini_portile2 (2.8.5)
-    minitest (5.21.2)
+    mini_portile2 (2.8.6)
+    minitest (5.22.3)
     mock_redis (0.36.0)
       ruby2_keywords
     msgpack (1.7.0)
@@ -491,14 +491,14 @@ GEM
     newrelic_rpm (9.6.0)
       base64
     nio4r (2.7.0)
-    nokogiri (1.16.2)
+    nokogiri (1.16.4)
       mini_portile2 (~> 2.8.2)
       racc (~> 1.4)
-    nokogiri (1.16.2-arm64-darwin)
+    nokogiri (1.16.4-arm64-darwin)
       racc (~> 1.4)
-    nokogiri (1.16.2-x86_64-darwin)
+    nokogiri (1.16.4-x86_64-darwin)
       racc (~> 1.4)
-    nokogiri (1.16.2-x86_64-linux)
+    nokogiri (1.16.4-x86_64-linux)
       racc (~> 1.4)
     numo-narray (0.9.2.1)
     oauth (1.1.0)
@@ -608,7 +608,7 @@ GEM
       thor (~> 1.0)
       zeitwerk (~> 2.5)
     rainbow (3.1.1)
-    rake (13.1.0)
+    rake (13.2.1)
     rb-fsevent (0.11.2)
     rb-inotify (0.10.1)
       ffi (~> 1.0)
@@ -769,7 +769,7 @@ GEM
     stripe (8.5.0)
     telephone_number (1.4.20)
     test-prof (1.2.1)
-    thor (1.3.0)
+    thor (1.3.1)
     tilt (2.3.0)
     time_diff (0.3.0)
       activesupport
@@ -828,7 +828,7 @@ GEM
     working_hours (1.4.1)
       activesupport (>= 3.2)
       tzinfo
-    zeitwerk (2.6.12)
+    zeitwerk (2.6.13)
 
 PLATFORMS
   arm64-darwin-20
@@ -867,7 +867,7 @@ DEPENDENCIES
   database_cleaner
   ddtrace
   debug (~> 1.8)
-  devise (>= 4.9.3)
+  devise (>= 4.9.4)
   devise-secure_password!
   devise_token_auth
   dotenv-rails
@@ -905,7 +905,7 @@ DEPENDENCIES
   listen
   lograge (~> 0.14.0)
   maxminddb
-  meta_request
+  meta_request (>= 0.8.0)
   mock_redis
   neighbor
   net-smtp (~> 0.3.4)

app/controllers/api/v1/widget/conversations_controller.rb

@@ -33,10 +33,10 @@ class Api::V1::Widget::ConversationsController < Api::V1::Widget::BaseController
   end
 
   def transcript
-    if permitted_params[:email].present? && conversation.present?
+    if conversation.present? && conversation.contact.present? && conversation.contact.email.present?
       ConversationReplyMailer.with(account: conversation.account).conversation_transcript(
         conversation,
-        permitted_params[:email]
+        conversation.contact.email
       )&.deliver_later
     end
     head :ok

app/controllers/devise_overrides/sessions_controller.rb

@@ -4,6 +4,10 @@ class DeviseOverrides::SessionsController < DeviseTokenAuth::SessionsController
   wrap_parameters format: []
   before_action :process_sso_auth_token, only: [:create]
 
+  def new
+    redirect_to login_page_url(error: 'access-denied')
+  end
+
   def create
     # Authenticate user via the temporary sso auth token
     if params[:sso_auth_token].present? && @resource.present?
@@ -21,6 +25,12 @@ class DeviseOverrides::SessionsController < DeviseTokenAuth::SessionsController
 
   private
 
+  def login_page_url(error: nil)
+    frontend_url = ENV.fetch('FRONTEND_URL', nil)
+
+    "#{frontend_url}/app/login?error=#{error}"
+  end
+
   def authenticate_resource_with_sso_token
     @token = @resource.create_token
     @resource.save!

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

@@ -7,7 +7,7 @@ class Public::Api::V1::Portals::ArticlesController < Public::Api::V1::Portals::B
 
   def index
     @articles = @portal.articles
-    @articles = @articles.search(list_params) if list_params.present?
+    search_articles
     order_by_sort_param
     @articles.page(list_params[:page]) if list_params[:page].present?
   end
@@ -16,6 +16,10 @@ class Public::Api::V1::Portals::ArticlesController < Public::Api::V1::Portals::B
 
   private
 
+  def search_articles
+    @articles = @articles.search(list_params) if list_params.present?
+  end
+
   def order_by_sort_param
     @articles = if list_params[:sort].present? && list_params[:sort] == 'views'
                   @articles.order_by_views
@@ -51,3 +55,5 @@ class Public::Api::V1::Portals::ArticlesController < Public::Api::V1::Portals::B
     ChatwootMarkdownRenderer.new(content).render_article
   end
 end
+
+Public::Api::V1::Portals::ArticlesController.prepend_mod_with('Public::Api::V1::Portals::ArticlesController')

app/javascript/dashboard/api/slaReports.js

@@ -13,6 +13,7 @@ class SLAReportsAPI extends ApiClient {
     inbox_id,
     team_id,
     sla_policy_id,
+    label_list,
     page,
   } = {}) {
     return axios.get(this.url, {
@@ -23,6 +24,7 @@ class SLAReportsAPI extends ApiClient {
         inbox_id,
         team_id,
         sla_policy_id,
+        label_list,
         page,
       },
     });
@@ -35,6 +37,7 @@ class SLAReportsAPI extends ApiClient {
     inbox_id,
     team_id,
     sla_policy_id,
+    label_list,
   } = {}) {
     return axios.get(`${this.url}/download`, {
       params: {
@@ -43,6 +46,7 @@ class SLAReportsAPI extends ApiClient {
         assigned_agent_id,
         inbox_id,
         team_id,
+        label_list,
         sla_policy_id,
       },
     });
@@ -54,6 +58,7 @@ class SLAReportsAPI extends ApiClient {
     assigned_agent_id,
     inbox_id,
     team_id,
+    label_list,
     sla_policy_id,
   } = {}) {
     return axios.get(`${this.url}/metrics`, {
@@ -62,6 +67,7 @@ class SLAReportsAPI extends ApiClient {
         until: to,
         assigned_agent_id,
         inbox_id,
+        label_list,
         team_id,
         sla_policy_id,
       },

app/javascript/dashboard/api/specs/slaReports.spec.js

@@ -35,6 +35,7 @@ describe('#SLAReports API', () => {
         inbox_id: 1,
         team_id: 1,
         sla_policy_id: 1,
+        label_list: ['label1'],
       });
       expect(axiosMock.get).toHaveBeenCalledWith('/api/v1/applied_slas', {
         params: {
@@ -45,6 +46,7 @@ describe('#SLAReports API', () => {
           inbox_id: 1,
           team_id: 1,
           sla_policy_id: 1,
+          label_list: ['label1'],
         },
       });
     });
@@ -56,6 +58,7 @@ describe('#SLAReports API', () => {
         inbox_id: 1,
         team_id: 1,
         sla_policy_id: 1,
+        label_list: ['label1'],
       });
       expect(axiosMock.get).toHaveBeenCalledWith(
         '/api/v1/applied_slas/metrics',
@@ -67,6 +70,7 @@ describe('#SLAReports API', () => {
             inbox_id: 1,
             team_id: 1,
             sla_policy_id: 1,
+            label_list: ['label1'],
           },
         }
       );
@@ -79,6 +83,7 @@ describe('#SLAReports API', () => {
         inbox_id: 1,
         team_id: 1,
         sla_policy_id: 1,
+        label_list: ['label1'],
       });
       expect(axiosMock.get).toHaveBeenCalledWith(
         '/api/v1/applied_slas/download',
@@ -90,6 +95,7 @@ describe('#SLAReports API', () => {
             inbox_id: 1,
             team_id: 1,
             sla_policy_id: 1,
+            label_list: ['label1'],
           },
         }
       );

app/javascript/dashboard/assets/scss/_date-picker.scss

@@ -1,6 +1,13 @@
 @import '~vue2-datepicker/scss/index';
 
 .date-picker {
+  // To be removed one SLA reports date picker is created
+  &.small {
+    .mx-input {
+      @apply h-8 text-sm;
+    }
+  }
+
   &.no-margin {
     .mx-input {
       @apply mb-0;

app/javascript/dashboard/assets/scss/_layout.scss

@@ -11,6 +11,7 @@ body {
     'Segoe UI',
     Roboto,
     'Helvetica Neue',
+    Tahoma,
     Arial,
     sans-serif !important;
   -moz-osx-font-smoothing: grayscale;

app/javascript/dashboard/assets/scss/plugins/_multiselect.scss

@@ -153,6 +153,29 @@
 }
 
 .multiselect-wrap--small {
+  // To be removed one SLA reports date picker is created
+  &.tiny {
+    .multiselect.no-margin {
+      @apply min-h-[32px];
+    }
+
+    .multiselect__select {
+      @apply min-h-[32px] h-8;
+
+      &::before {
+        @apply top-[60%];
+      }
+    }
+
+    .multiselect__tags {
+      @apply min-h-[32px] max-h-[32px];
+
+      .multiselect__single {
+        @apply pt-1 pb-1;
+      }
+    }
+  }
+
   .multiselect__tags,
   .multiselect__input,
   .multiselect {

app/javascript/dashboard/assets/scss/widgets/_base.scss

@@ -63,12 +63,12 @@ input:focus {
 }
 
 // Inputs
-input[type='text'],
-input[type='number'],
-input[type='password'],
-input[type='date'],
-input[type='email'],
-input[type='url'] {
+input[type='text']:not(.reset-base),
+input[type='number']:not(.reset-base),
+input[type='password']:not(.reset-base),
+input[type='date']:not(.reset-base),
+input[type='email']:not(.reset-base),
+input[type='url']:not(.reset-base) {
   @apply block box-border w-full transition-colors focus:border-woot-500 dark:focus:border-woot-600 duration-[0.25s] ease-[ease-in-out] h-10 appearance-none mx-0 mt-0 mb-4 p-2 rounded-md text-base font-normal bg-white dark:bg-slate-900 focus:bg-white focus:dark:bg-slate-900 text-slate-900 dark:text-slate-100 border border-solid border-slate-200 dark:border-slate-600;
 
   &[disabled] {

app/javascript/dashboard/assets/scss/widgets/_buttons.scss

@@ -118,7 +118,7 @@ button {
     @apply border border-woot-500 bg-transparent dark:bg-transparent dark:border-woot-500 text-woot-500 dark:text-woot-500 hover:bg-woot-50 dark:hover:bg-woot-900;
 
     &.secondary {
-      @apply text-slate-700 border-slate-200 dark:border-slate-600 dark:text-slate-100 hover:bg-slate-50 dark:hover:bg-slate-700;
+      @apply text-slate-700 border-slate-100 dark:border-slate-800 dark:text-slate-100 hover:bg-slate-50 dark:hover:bg-slate-700;
     }
 
     &.success {

app/javascript/dashboard/components/CustomAttribute.vue

@@ -2,23 +2,27 @@
   <div class="py-3 px-4">
     <div class="flex items-center mb-1">
       <h4 class="text-sm flex items-center m-0 w-full error">
-        <div v-if="isAttributeTypeCheckbox" class="checkbox-wrap">
+        <div v-if="isAttributeTypeCheckbox" class="flex items-center">
           <input
             v-model="editedValue"
-            class="checkbox"
+            class="!my-0 mr-2 ml-0"
             type="checkbox"
             @change="onUpdate"
           />
         </div>
         <div class="flex items-center justify-between w-full">
           <span
-            class="attribute-name w-full text-slate-800 dark:text-slate-100 font-medium text-sm mb-0"
-            :class="{ error: $v.editedValue.$error }"
+            class="w-full font-medium text-sm mb-0"
+            :class="
+              $v.editedValue.$error
+                ? 'text-red-400 dark:text-red-500'
+                : 'text-slate-800 dark:text-slate-100'
+            "
           >
             {{ label }}
           </span>
           <woot-button
-            v-if="showActions"
+            v-if="showCopyAndDeleteButton"
             v-tooltip.left="$t('CUSTOM_ATTRIBUTES.ACTIONS.DELETE')"
             variant="link"
             size="medium"
@@ -31,7 +35,7 @@
       </h4>
     </div>
     <div v-if="notAttributeTypeCheckboxAndList">
-      <div v-show="isEditing">
+      <div v-if="isEditing" v-on-clickaway="onClickAway">
         <div class="mb-2 w-full flex items-center">
           <input
             ref="inputfield"
@@ -61,7 +65,7 @@
       </div>
       <div
         v-show="!isEditing"
-        class="value--view"
+        class="flex group"
         :class="{ 'is-editable': showActions }"
       >
         <a
@@ -69,35 +73,35 @@
           :href="hrefURL"
           target="_blank"
           rel="noopener noreferrer"
-          class="value inline-block rounded-sm mb-0 break-all py-0.5 px-1"
+          class="group-hover:bg-slate-50 group-hover:dark:bg-slate-700 inline-block rounded-sm mb-0 break-all py-0.5 px-1"
         >
           {{ urlValue }}
         </a>
         <p
           v-else
-          class="value inline-block rounded-sm mb-0 break-all py-0.5 px-1"
+          class="group-hover:bg-slate-50 group-hover:dark:bg-slate-700 inline-block rounded-sm mb-0 break-all py-0.5 px-1"
         >
           {{ displayValue || '---' }}
         </p>
         <div class="flex max-w-[2rem] gap-1 ml-1 rtl:mr-1 rtl:ml-0">
           <woot-button
-            v-if="showActions"
+            v-if="showCopyAndDeleteButton"
             v-tooltip="$t('CUSTOM_ATTRIBUTES.ACTIONS.COPY')"
             variant="link"
             size="small"
             color-scheme="secondary"
             icon="clipboard"
-            class-names="edit-button"
+            class-names="hidden group-hover:flex !w-6 flex-shrink-0"
             @click="onCopy"
           />
           <woot-button
-            v-if="showActions"
+            v-if="showEditButton"
             v-tooltip.right="$t('CUSTOM_ATTRIBUTES.ACTIONS.EDIT')"
             variant="link"
             size="small"
             color-scheme="secondary"
             icon="edit"
-            class-names="edit-button"
+            class-names="hidden group-hover:flex !w-6 flex-shrink-0"
             @click="onEdit"
           />
         </div>
@@ -126,6 +130,7 @@
 </template>
 
 <script>
+import { mixin as clickaway } from 'vue-clickaway';
 import { format, parseISO } from 'date-fns';
 import { required, url } from 'vuelidate/lib/validators';
 import { BUS_EVENTS } from 'shared/constants/busEvents';
@@ -138,7 +143,7 @@ export default {
   components: {
     MultiselectDropdown,
   },
-  mixins: [customAttributeMixin],
+  mixins: [customAttributeMixin, clickaway],
   props: {
     label: { type: String, required: true },
     values: { type: Array, default: () => [] },
@@ -160,11 +165,18 @@ export default {
       editedValue: null,
     };
   },
-
   computed: {
+    showCopyAndDeleteButton() {
+      return this.value && this.showActions;
+    },
+    showEditButton() {
+      return !this.value && this.showActions;
+    },
     displayValue() {
       if (this.isAttributeTypeDate) {
-        return new Date(this.value || new Date()).toLocaleDateString();
+        return this.value
+          ? new Date(this.value || new Date()).toLocaleDateString()
+          : '';
       }
       if (this.isAttributeTypeCheckbox) {
         return this.value === 'false' ? false : this.value;
@@ -230,6 +242,10 @@ export default {
       this.isEditing = false;
       this.editedValue = this.formattedValue;
     },
+    contactId() {
+      // Fix to solve validation not resetting when contactId changes in contact page
+      this.$v.$reset();
+    },
   },
 
   validations() {
@@ -268,6 +284,10 @@ export default {
         this.$refs.inputfield.focus();
       }
     },
+    onClickAway() {
+      this.$v.$reset();
+      this.isEditing = false;
+    },
     onEdit() {
       this.isEditing = true;
       this.$nextTick(() => {
@@ -294,6 +314,7 @@ export default {
     },
     onDelete() {
       this.isEditing = false;
+      this.$v.$reset();
       this.$emit('delete', this.attributeKey);
     },
     onCopy() {
@@ -304,35 +325,6 @@ export default {
 </script>
 
 <style lang="scss" scoped>
-.checkbox-wrap {
-  @apply flex items-center;
-}
-.checkbox {
-  @apply my-0 mr-2 ml-0;
-}
-.attribute-name {
-  &.error {
-    @apply text-red-400 dark:text-red-500;
-  }
-}
-
-.edit-button {
-  @apply hidden;
-}
-
-.value--view {
-  @apply flex;
-
-  &.is-editable:hover {
-    .value {
-      @apply bg-slate-50 dark:bg-slate-700 mb-0;
-    }
-    .edit-button {
-      @apply block;
-    }
-  }
-}
-
 ::v-deep {
   .selector-wrap {
     @apply m-0 top-1;

app/javascript/dashboard/components/Modal.vue

@@ -7,7 +7,13 @@
       @mousedown="handleMouseDown"
     >
       <div
-        :class="modalContainerClassName"
+        :class="{
+          'modal-container rtl:text-right shadow-md max-h-full overflow-auto relative bg-white dark:bg-slate-800 skip-context-menu': true,
+          'rounded-xl w-[37.5rem]': !fullWidth,
+          'items-center rounded-none flex h-full justify-center w-full':
+            fullWidth,
+          [size]: true,
+        }"
         @mouse.stop
         @mousedown="event => event.stopPropagation()"
       >
@@ -16,7 +22,7 @@
           color-scheme="secondary"
           icon="dismiss"
           variant="clear"
-          class="absolute ltr:right-2 rtl:left-2 top-2 z-10"
+          class="absolute z-10 ltr:right-2 rtl:left-2 top-2"
           @click="close"
         />
         <slot />
@@ -60,15 +66,6 @@ export default {
     };
   },
   computed: {
-    modalContainerClassName() {
-      let className =
-        'modal-container rtl:text-right shadow-md rounded-sm max-h-full overflow-auto relative w-[37.5rem] bg-white dark:bg-slate-800 skip-context-menu';
-      if (this.fullWidth) {
-        return `${className} items-center rounded-none flex h-full justify-center w-full`;
-      }
-
-      return `${className} ${this.size}`;
-    },
     modalClassName() {
       const modalClassNameMap = {
         centered: '',

app/javascript/dashboard/components/ModalHeader.vue

@@ -1,21 +1,21 @@
 <template>
-  <div class="flex flex-col items-start pt-8 px-8 pb-0">
+  <div class="flex flex-col items-start px-8 pt-8 pb-0">
     <img v-if="headerImage" :src="headerImage" alt="No image" />
     <h2
       ref="modalHeaderTitle"
-      class="text-slate-800 text-lg font-semibold dark:text-slate-50"
+      class="text-base font-semibold leading-6 text-slate-800 dark:text-slate-50"
     >
       {{ headerTitle }}
     </h2>
     <p
       v-if="headerContent"
       ref="modalHeaderContent"
-      class="w-full break-words text-slate-600 mt-2 text-sm dark:text-slate-300"
+      class="w-full mt-2 text-sm leading-5 break-words text-slate-600 dark:text-slate-300"
     >
       {{ headerContent }}
       <span
         v-if="headerContentValue"
-        class="font-semibold text-sm text-slate-600 dark:text-slate-300"
+        class="text-sm font-semibold text-slate-600 dark:text-slate-300"
       >
         {{ headerContentValue }}
       </span>

app/javascript/dashboard/components/layout/config/sidebarItems/reports.js

@@ -12,6 +12,7 @@ const reports = accountId => ({
     'label_reports',
     'inbox_reports',
     'team_reports',
+    'sla_reports',
   ],
   menuItems: [
     {
@@ -71,6 +72,14 @@ const reports = accountId => ({
       toState: frontendURL(`accounts/${accountId}/reports/teams`),
       toStateName: 'team_reports',
     },
+    {
+      icon: 'document-list-clock',
+      label: 'REPORTS_SLA',
+      hasSubMenu: false,
+      featureFlag: FEATURE_FLAGS.SLA,
+      toState: frontendURL(`accounts/${accountId}/reports/sla`),
+      toStateName: 'sla_reports',
+    },
   ],
 });
 

app/javascript/dashboard/components/widgets/TableFooter.vue

@@ -1,171 +1,48 @@
 <template>
   <footer
     v-if="isFooterVisible"
-    class="bg-white dark:bg-slate-800 h-12 border-t border-solid border-slate-75 dark:border-slate-700/50 flex items-center justify-between px-6"
+    class="h-12 flex items-center justify-between px-6"
   >
-    <div class="left-aligned-wrap">
-      <div class="text-xs text-slate-600 dark:text-slate-200">
-        <strong>{{ firstIndex }}</strong>
-        - <strong>{{ lastIndex }}</strong> of
-        <strong>{{ totalCount }}</strong> items
-      </div>
-    </div>
-    <div class="right-aligned-wrap">
-      <div
-        v-if="totalCount"
-        class="primary button-group pagination-button-group"
-      >
-        <woot-button
-          size="small"
-          variant="smooth"
-          color-scheme="secondary"
-          class-names="goto-first"
-          :is-disabled="hasFirstPage"
-          @click="onFirstPage"
-        >
-          <fluent-icon icon="chevron-left" size="18" />
-          <fluent-icon
-            icon="chevron-left"
-            size="18"
-            :class="pageFooterIconClass"
-          />
-        </woot-button>
-        <woot-button
-          size="small"
-          variant="smooth"
-          color-scheme="secondary"
-          :is-disabled="hasPrevPage"
-          @click="onPrevPage"
-        >
-          <fluent-icon icon="chevron-left" size="18" />
-        </woot-button>
-        <woot-button
-          size="small"
-          variant="smooth"
-          color-scheme="secondary"
-          @click.prevent
-        >
-          {{ currentPage }}
-        </woot-button>
-        <woot-button
-          size="small"
-          variant="smooth"
-          color-scheme="secondary"
-          :is-disabled="hasNextPage"
-          @click="onNextPage"
-        >
-          <fluent-icon icon="chevron-right" size="18" />
-        </woot-button>
-        <woot-button
-          size="small"
-          variant="smooth"
-          color-scheme="secondary"
-          class-names="goto-last"
-          :is-disabled="hasLastPage"
-          @click="onLastPage"
-        >
-          <fluent-icon icon="chevron-right" size="18" />
-          <fluent-icon
-            icon="chevron-right"
-            size="18"
-            :class="pageFooterIconClass"
-          />
-        </woot-button>
-      </div>
-    </div>
+    <table-footer-results
+      :first-index="firstIndex"
+      :last-index="lastIndex"
+      :total-count="totalCount"
+    />
+    <table-footer-pagination
+      v-if="totalCount"
+      :current-page="currentPage"
+      :total-pages="totalPages"
+      :total-count="totalCount"
+      :page-size="pageSize"
+      @page-change="$emit('page-change', $event)"
+    />
   </footer>
 </template>
 
-<script>
-import rtlMixin from 'shared/mixins/rtlMixin';
-
-export default {
-  components: {},
-  mixins: [rtlMixin],
-  props: {
-    currentPage: {
-      type: Number,
-      default: 1,
-    },
-    pageSize: {
-      type: Number,
-      default: 25,
-    },
-    totalCount: {
-      type: Number,
-      default: 0,
-    },
+<script setup>
+import { computed } from 'vue';
+import TableFooterResults from './TableFooterResults.vue';
+import TableFooterPagination from './TableFooterPagination.vue';
+const props = defineProps({
+  currentPage: {
+    type: Number,
+    default: 1,
   },
-  computed: {
-    pageFooterIconClass() {
-      return this.isRTLView ? '-mr-3' : '-ml-3';
-    },
-    isFooterVisible() {
-      return this.totalCount && !(this.firstIndex > this.totalCount);
-    },
-    firstIndex() {
-      return this.pageSize * (this.currentPage - 1) + 1;
-    },
-    lastIndex() {
-      return Math.min(this.totalCount, this.pageSize * this.currentPage);
-    },
-    searchButtonClass() {
-      return this.searchQuery !== '' ? 'show' : '';
-    },
-    hasLastPage() {
-      return !!Math.ceil(this.totalCount / this.pageSize);
-    },
-    hasFirstPage() {
-      return this.currentPage === 1;
-    },
-    hasNextPage() {
-      return this.currentPage === Math.ceil(this.totalCount / this.pageSize);
-    },
-    hasPrevPage() {
-      return this.currentPage === 1;
-    },
+  pageSize: {
+    type: Number,
+    default: 25,
   },
-  methods: {
-    onNextPage() {
-      if (this.hasNextPage) {
-        return;
-      }
-      const newPage = this.currentPage + 1;
-      this.onPageChange(newPage);
-    },
-    onPrevPage() {
-      if (this.hasPrevPage) {
-        return;
-      }
-      const newPage = this.currentPage - 1;
-      this.onPageChange(newPage);
-    },
-    onFirstPage() {
-      if (this.hasFirstPage) {
-        return;
-      }
-      const newPage = 1;
-      this.onPageChange(newPage);
-    },
-    onLastPage() {
-      if (this.hasLastPage) {
-        return;
-      }
-      const newPage = Math.ceil(this.totalCount / this.pageSize);
-      this.onPageChange(newPage);
-    },
-    onPageChange(page) {
-      this.$emit('page-change', page);
-    },
+  totalCount: {
+    type: Number,
+    default: 0,
   },
-};
+});
+const totalPages = computed(() => Math.ceil(props.totalCount / props.pageSize));
+const firstIndex = computed(() => props.pageSize * (props.currentPage - 1) + 1);
+const lastIndex = computed(() =>
+  Math.min(props.totalCount, props.pageSize * props.currentPage)
+);
+const isFooterVisible = computed(
+  () => props.totalCount && !(firstIndex.value > props.totalCount)
+);
 </script>
-
-<style lang="scss" scoped>
-.goto-first,
-.goto-last {
-  i:last-child {
-    @apply -ml-1;
-  }
-}
-</style>

app/javascript/dashboard/components/widgets/TableFooterPagination.vue

@@ -0,0 +1,143 @@
+<template>
+  <div class="flex items-center bg-slate-50 dark:bg-slate-800 h-8 rounded-lg">
+    <woot-button
+      size="small"
+      variant="smooth"
+      color-scheme="secondary"
+      :is-disabled="hasFirstPage"
+      class-names="dark:!bg-slate-800 !opacity-100 ltr:rounded-l-lg ltr:rounded-r-none rtl:rounded-r-lg rtl:rounded-l-none"
+      :class="buttonClass(hasFirstPage)"
+      @click="onFirstPage"
+    >
+      <fluent-icon
+        icon="chevrons-left"
+        size="20"
+        icon-lib="lucide"
+        :class="hasFirstPage && 'opacity-40'"
+      />
+    </woot-button>
+    <div class="bg-slate-75 dark:bg-slate-700/50 w-px rounded-sm h-4" />
+    <woot-button
+      size="small"
+      variant="smooth"
+      color-scheme="secondary"
+      :is-disabled="hasPrevPage"
+      class-names="dark:!bg-slate-800 !opacity-100 rounded-none"
+      :class="buttonClass(hasPrevPage)"
+      @click="onPrevPage"
+    >
+      <fluent-icon
+        icon="chevron-left-single"
+        size="20"
+        icon-lib="lucide"
+        :class="hasPrevPage && 'opacity-40'"
+      />
+    </woot-button>
+
+    <div
+      class="flex px-3 items-center gap-3 tabular-nums bg-slate-50 dark:bg-slate-800 text-slate-700 dark:text-slate-100"
+    >
+      <span class="text-sm text-slate-800 dark:text-slate-75">
+        {{ currentPage }}
+      </span>
+      <span class="text-slate-600 dark:text-slate-500">/</span>
+      <span class="text-sm text-slate-600 dark:text-slate-500">
+        {{ totalPages }}
+      </span>
+    </div>
+    <woot-button
+      size="small"
+      variant="smooth"
+      color-scheme="secondary"
+      :is-disabled="hasNextPage"
+      class-names="dark:!bg-slate-800 !opacity-100 rounded-none"
+      :class="buttonClass(hasNextPage)"
+      @click="onNextPage"
+    >
+      <fluent-icon
+        icon="chevron-right-single"
+        size="20"
+        icon-lib="lucide"
+        :class="hasNextPage && 'opacity-40'"
+      />
+    </woot-button>
+    <div class="bg-slate-75 dark:bg-slate-700/50 w-px rounded-sm h-4" />
+    <woot-button
+      size="small"
+      variant="smooth"
+      color-scheme="secondary"
+      class-names="dark:!bg-slate-800 !opacity-100 ltr:rounded-r-lg ltr:rounded-l-none rtl:rounded-l-lg rtl:rounded-r-none"
+      :class="buttonClass(hasLastPage)"
+      :is-disabled="hasLastPage"
+      @click="onLastPage"
+    >
+      <fluent-icon
+        icon="chevrons-right"
+        size="20"
+        icon-lib="lucide"
+        :class="hasLastPage && 'opacity-40'"
+      />
+    </woot-button>
+  </div>
+</template>
+
+<script setup>
+import { computed } from 'vue';
+
+// Props
+const props = defineProps({
+  currentPage: {
+    type: Number,
+    default: 1,
+  },
+  totalCount: {
+    type: Number,
+    default: 0,
+  },
+  totalPages: {
+    type: Number,
+    default: 0,
+  },
+});
+
+const hasLastPage = computed(
+  () => props.currentPage === props.totalPages || props.totalPages === 1
+);
+const hasFirstPage = computed(() => props.currentPage === 1);
+const hasNextPage = computed(() => props.currentPage === props.totalPages);
+const hasPrevPage = computed(() => props.currentPage === 1);
+
+const emit = defineEmits(['page-change']);
+
+function buttonClass(hasPage) {
+  if (hasPage) {
+    return 'hover:!bg-slate-50 dark:hover:!bg-slate-800';
+  }
+  return 'dark:hover:!bg-slate-700/50';
+}
+
+function onPageChange(newPage) {
+  emit('page-change', newPage);
+}
+
+const onNextPage = () => {
+  if (!onNextPage.value) {
+    onPageChange(props.currentPage + 1);
+  }
+};
+const onPrevPage = () => {
+  if (!hasPrevPage.value) {
+    onPageChange(props.currentPage - 1);
+  }
+};
+const onFirstPage = () => {
+  if (!hasFirstPage.value) {
+    onPageChange(1);
+  }
+};
+const onLastPage = () => {
+  if (!hasLastPage.value) {
+    onPageChange(props.totalPages);
+  }
+};
+</script>

app/javascript/dashboard/components/widgets/TableFooterResults.vue

@@ -0,0 +1,28 @@
+<template>
+  <span class="text-sm text-slate-700 dark:text-slate-200 font-medium">
+    {{
+      $t('GENERAL.SHOWING_RESULTS', {
+        firstIndex,
+        lastIndex,
+        totalCount,
+      })
+    }}
+  </span>
+</template>
+
+<script setup>
+defineProps({
+  firstIndex: {
+    type: Number,
+    default: 0,
+  },
+  lastIndex: {
+    type: Number,
+    default: 0,
+  },
+  totalCount: {
+    type: Number,
+    default: 0,
+  },
+});
+</script>

app/javascript/dashboard/components/widgets/TableHeaderCell.vue

@@ -0,0 +1,39 @@
+<script setup>
+import { computed } from 'vue';
+const props = defineProps({
+  span: {
+    type: Number,
+    required: true,
+  },
+  label: {
+    type: String,
+    required: true,
+    default: '',
+  },
+});
+
+const spanClass = computed(() => {
+  if (props.span === 1) return 'col-span-1';
+  if (props.span === 2) return 'col-span-2';
+  if (props.span === 3) return 'col-span-3';
+  if (props.span === 4) return 'col-span-4';
+  if (props.span === 5) return 'col-span-5';
+  if (props.span === 6) return 'col-span-6';
+  if (props.span === 7) return 'col-span-7';
+  if (props.span === 8) return 'col-span-8';
+  if (props.span === 9) return 'col-span-9';
+  if (props.span === 10) return 'col-span-10';
+
+  return 'col-span-1';
+});
+</script>
+<template>
+  <div
+    class="flex items-center px-0 py-2 text-xs font-medium text-left uppercase text-slate-700 dark:text-slate-100 rtl:text-right"
+    :class="spanClass"
+  >
+    <slot>
+      {{ label }}
+    </slot>
+  </div>
+</template>

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

@@ -2,7 +2,7 @@
   <div
     class="relative flex items-start flex-grow-0 flex-shrink-0 w-auto max-w-full px-4 py-0 border-t-0 border-b-0 border-l-2 border-r-0 border-transparent border-solid cursor-pointer conversation hover:bg-slate-25 dark:hover:bg-slate-800 group"
     :class="{
-      'animate-card-select bg-slate-25 dark:bg-slate-800 border-woot-500':
+      'active animate-card-select bg-slate-25 dark:bg-slate-800 border-woot-500':
         isActiveChat,
       'unread-chat': hasUnread,
       'has-inbox-name': showInboxName,

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

@@ -5,10 +5,10 @@
     :class="showExtendedInfo ? 'h-[26px] rounded-lg' : 'rounded h-5'"
   >
     <div
+      v-on-clickaway="closeSlaPopover"
       class="flex items-center w-full truncate"
       :class="showExtendedInfo ? 'px-1.5' : 'px-2 gap-1'"
       @mouseover="openSlaPopover()"
-      @mouseleave="closeSlaPopover()"
     >
       <div
         class="flex items-center gap-1"
@@ -42,7 +42,7 @@
     </div>
     <SLA-popover-card
       v-if="showSlaPopoverCard"
-      :all-missed-slas="slaEvents"
+      :sla-missed-events="slaEvents"
       class="right-0 top-7"
     />
   </div>
@@ -51,6 +51,7 @@
 <script>
 import { evaluateSLAStatus } from '../helpers/SLAHelper';
 import SLAPopoverCard from './SLAPopoverCard.vue';
+import { mixin as clickaway } from 'vue-clickaway';
 
 const REFRESH_INTERVAL = 60000;
 
@@ -58,6 +59,7 @@ export default {
   components: {
     SLAPopoverCard,
   },
+  mixins: [clickaway],
   props: {
     chat: {
       type: Object,

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

@@ -0,0 +1,35 @@
+<script setup>
+import { format, fromUnixTime } from 'date-fns';
+
+defineProps({
+  label: {
+    type: String,
+    required: true,
+  },
+  items: {
+    type: Array,
+    required: true,
+  },
+});
+const formatDate = timestamp =>
+  format(fromUnixTime(timestamp), 'MMM dd, yyyy, hh:mm a');
+</script>
+<template>
+  <div class="flex justify-between w-full">
+    <span
+      class="text-sm sticky top-0 h-fit font-normal tracking-[-0.6%] min-w-[140px] truncate text-slate-600 dark:text-slate-200"
+    >
+      {{ label }}
+    </span>
+    <div class="flex flex-col w-full gap-2">
+      <span
+        v-for="item in items"
+        :key="item.id"
+        class="text-sm font-normal text-slate-900 dark:text-slate-25 text-right tabular-nums"
+      >
+        {{ formatDate(item.created_at) }}
+      </span>
+      <slot name="showMore" />
+    </div>
+  </div>
+</template>

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

@@ -1,45 +1,85 @@
 <script setup>
-import { format, fromUnixTime } from 'date-fns';
+import { ref, computed } from 'vue';
 
-defineProps({
-  allMissedSlas: {
+import wootConstants from 'dashboard/constants/globals';
+import SLAEventItem from './SLAEventItem.vue';
+
+const { SLA_MISS_TYPES } = wootConstants;
+
+const props = defineProps({
+  slaMissedEvents: {
     type: Array,
-    default: () => [],
+    required: true,
   },
 });
 
-const formatDate = timestamp => format(fromUnixTime(timestamp), 'PP');
+const shouldShowAllNrts = ref(false);
 
-const upperCase = str => str.toUpperCase();
+const frtMisses = computed(() =>
+  props.slaMissedEvents.filter(
+    slaEvent => slaEvent.event_type === SLA_MISS_TYPES.FRT
+  )
+);
+const nrtMisses = computed(() => {
+  const missedEvents = props.slaMissedEvents.filter(
+    slaEvent => slaEvent.event_type === SLA_MISS_TYPES.NRT
+  );
+  return shouldShowAllNrts.value ? missedEvents : missedEvents.slice(0, 6);
+});
+const rtMisses = computed(() =>
+  props.slaMissedEvents.filter(
+    slaEvent => slaEvent.event_type === SLA_MISS_TYPES.RT
+  )
+);
+
+const shouldShowMoreNRTButton = computed(() => nrtMisses.value.length > 6);
+const toggleShowAllNRT = () => {
+  shouldShowAllNrts.value = !shouldShowAllNrts.value;
+};
 </script>
 <template>
   <div
-    class="absolute flex flex-col items-start bg-[#fdfdfd] dark:bg-slate-800 z-50 p-4 border border-solid border-slate-75 dark:border-slate-700 w-[384px] rounded-xl gap-4"
+    class="absolute flex flex-col items-start bg-[#fdfdfd] dark:bg-slate-800 z-50 p-4 border border-solid border-slate-75 dark:border-slate-700 w-[384px] rounded-xl gap-4 max-h-96 overflow-auto"
   >
-    <div
-      v-for="missedSLA in allMissedSlas"
-      :key="missedSLA.id"
-      class="flex items-center justify-between w-full"
+    <span class="text-sm font-medium text-slate-900 dark:text-slate-25">
+      {{ $t('SLA.EVENTS.TITLE') }}
+    </span>
+    <SLA-event-item
+      v-if="frtMisses.length"
+      :label="$t('SLA.EVENTS.FRT')"
+      :items="frtMisses"
+    />
+    <SLA-event-item
+      v-if="nrtMisses.length"
+      :label="$t('SLA.EVENTS.NRT')"
+      :items="nrtMisses"
     >
-      <span
-        class="text-sm font-normal tracking-[-0.6%] w-[140px] truncate text-slate-900 dark:text-slate-50"
-      >
-        {{
-          $t(
-            `CONVERSATION.HEADER.SLA_POPOVER.${upperCase(missedSLA.event_type)}`
-          )
-        }}
-      </span>
-      <span
-        class="text-sm font-normal tracking-[-0.6%] text-slate-600 dark:text-slate-200"
-      >
-        {{ $t('CONVERSATION.HEADER.SLA_POPOVER.MISSED') }}
-      </span>
-      <span
-        class="text-sm font-normal tracking-[-0.6%] text-slate-900 dark:text-slate-50"
-      >
-        {{ formatDate(missedSLA.created_at) }}
-      </span>
-    </div>
+      <template #showMore>
+        <div
+          v-if="shouldShowMoreNRTButton"
+          class="flex flex-col items-end w-full"
+        >
+          <woot-button
+            size="small"
+            :icon="!shouldShowAllNrts ? 'plus-sign' : ''"
+            variant="link"
+            color-scheme="secondary"
+            class="hover:!no-underline !gap-1 hover:!bg-transparent dark:hover:!bg-transparent"
+            @click="toggleShowAllNRT"
+          >
+            {{
+              shouldShowAllNrts
+                ? $t('SLA.EVENTS.HIDE', { count: nrtMisses.length })
+                : $t('SLA.EVENTS.SHOW_MORE', { count: nrtMisses.length })
+            }}
+          </woot-button>
+        </div>
+      </template>
+    </SLA-event-item>
+    <SLA-event-item
+      v-if="rtMisses.length"
+      :label="$t('SLA.EVENTS.RT')"
+      :items="rtMisses"
+    />
   </div>
 </template>

app/javascript/dashboard/components/widgets/conversation/conversationCardComponents/CardLabels.vue

@@ -46,6 +46,11 @@ export default {
       type: Number,
       required: true,
     },
+    conversationLabels: {
+      type: String,
+      required: false,
+      default: '',
+    },
   },
   data() {
     return {

app/javascript/dashboard/constants/globals.js

@@ -59,5 +59,10 @@ export default {
     TYPE: 'type',
     SORT_ORDER: 'sort_order',
   },
+  SLA_MISS_TYPES: {
+    FRT: 'frt',
+    NRT: 'nrt',
+    RT: 'rt',
+  },
 };
 export const DEFAULT_REDIRECT_URL = '/app/';

app/javascript/dashboard/i18n/locale/am/contact.json

@@ -296,6 +296,8 @@
     "BUTTON": "Add custom attribute",
     "NOT_AVAILABLE": "There are no custom attributes available for this contact.",
     "COPY_SUCCESSFUL": "Copied to clipboard successfully",
+    "SHOW_MORE": "Show all attributes",
+    "SHOW_LESS": "Show less attributes",
     "ACTIONS": {
       "COPY": "Copy attribute",
       "DELETE": "Delete attribute",

app/javascript/dashboard/i18n/locale/am/contactFilters.json

@@ -44,7 +44,8 @@
       "CUSTOM_ATTRIBUTE_CHECKBOX": "Checkbox",
       "CREATED_AT": "Created At",
       "LAST_ACTIVITY": "Last Activity",
-      "REFERER_LINK": "Referrer link"
+      "REFERER_LINK": "Referrer link",
+      "BLOCKED": "Blocked"
     },
     "GROUPS": {
       "STANDARD_FILTERS": "Standard Filters",

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

@@ -64,7 +64,14 @@
       "SNOOZED_UNTIL": "Snoozed until",
       "SNOOZED_UNTIL_TOMORROW": "Snoozed until tomorrow",
       "SNOOZED_UNTIL_NEXT_WEEK": "Snoozed until next week",
-      "SNOOZED_UNTIL_NEXT_REPLY": "Snoozed until next reply"
+      "SNOOZED_UNTIL_NEXT_REPLY": "Snoozed until next reply",
+      "SLA_STATUS": {
+        "FRT": "FRT {status}",
+        "NRT": "NRT {status}",
+        "RT": "RT {status}",
+        "MISSED": "missed",
+        "DUE": "due"
+      }
     },
     "RESOLVE_DROPDOWN": {
       "MARK_PENDING": "Mark as pending",

app/javascript/dashboard/i18n/locale/am/general.json

@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}

app/javascript/dashboard/i18n/locale/am/generalSettings.json

@@ -87,7 +87,10 @@
       "conversation_assignment": "Conversation Assigned",
       "assigned_conversation_new_message": "New Message",
       "participating_conversation_new_message": "New Message",
-      "conversation_mention": "Mention"
+      "conversation_mention": "Mention",
+      "sla_missed_first_response": "SLA Missed",
+      "sla_missed_next_response": "SLA Missed",
+      "sla_missed_resolution": "SLA Missed"
     }
   },
   "NETWORK": {

app/javascript/dashboard/i18n/locale/am/inbox.json

@@ -4,24 +4,28 @@
       "TITLE": "Inbox",
       "DISPLAY_DROPDOWN": "Display",
       "LOADING": "Fetching notifications",
-      "EOF": "All notifications loaded 🎉",
       "404": "There are no active notifications in this group.",
       "NO_NOTIFICATIONS": "No notifications",
       "NOTE": "Notifications from all subscribed inboxes",
+      "NO_MESSAGES_AVAILABLE": "Oops! Not able to fetch messages",
       "SNOOZED_UNTIL": "Snoozed until",
       "SNOOZED_UNTIL_TOMORROW": "Snoozed until tomorrow",
       "SNOOZED_UNTIL_NEXT_WEEK": "Snoozed until next week"
     },
     "ACTION_HEADER": {
       "SNOOZE": "Snooze notification",
-      "DELETE": "Delete notification"
+      "DELETE": "Delete notification",
+      "BACK": "Back"
     },
     "TYPES": {
       "CONVERSATION_MENTION": "You have been mentioned in a conversation",
       "CONVERSATION_CREATION": "New conversation created",
       "CONVERSATION_ASSIGNMENT": "A conversation has been assigned to you",
       "ASSIGNED_CONVERSATION_NEW_MESSAGE": "New message in an assigned conversation",
-      "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "New message in a conversation you are participating in"
+      "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "New message in a conversation you are participating in",
+      "SLA_MISSED_FIRST_RESPONSE": "SLA target first response missed for conversation",
+      "SLA_MISSED_NEXT_RESPONSE": "SLA target next response missed for conversation",
+      "SLA_MISSED_RESOLUTION": "SLA target resolution missed for conversation"
     },
     "MENU_ITEM": {
       "MARK_AS_READ": "Mark as read",

app/javascript/dashboard/i18n/locale/am/report.json

@@ -35,6 +35,14 @@
         "NAME": "Resolution Count",
         "DESC": "( Total )"
       },
+      "BOT_RESOLUTION_COUNT": {
+        "NAME": "Resolution Count",
+        "DESC": "( Total )"
+      },
+      "BOT_HANDOFF_COUNT": {
+        "NAME": "Handoff Count",
+        "DESC": "( Total )"
+      },
       "REPLY_TIME": {
         "NAME": "Customer waiting time",
         "TOOLTIP_TEXT": "Waiting time is %{metricValue} (based on %{conversationCount} replies)"
@@ -130,7 +138,11 @@
         "groupBy": "Year"
       }
     ],
-    "BUSINESS_HOURS": "Business Hours"
+    "BUSINESS_HOURS": "Business Hours",
+    "FILTER_ACTIONS": {
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "No results found"
+    }
   },
   "AGENT_REPORTS": {
     "HEADER": "Agents Overview",
@@ -433,6 +445,27 @@
       }
     }
   },
+  "BOT_REPORTS": {
+    "HEADER": "Bot Reports",
+    "METRIC": {
+      "TOTAL_CONVERSATIONS": {
+        "LABEL": "No. of Conversations",
+        "TOOLTIP": "Total number of conversations handled by the bot"
+      },
+      "TOTAL_RESPONSES": {
+        "LABEL": "Total Responses",
+        "TOOLTIP": "Total number of responses sent by the bot"
+      },
+      "RESOLUTION_RATE": {
+        "LABEL": "Resolution Rate",
+        "TOOLTIP": "Total number of conversations resolved by the bot / Total number of conversations handled by the bot * 100"
+      },
+      "HANDOFF_RATE": {
+        "LABEL": "Handoff Rate",
+        "TOOLTIP": "Total number of conversations handed off to agents / Total number of conversations handled by the bot * 100"
+      }
+    }
+  },
   "OVERVIEW_REPORTS": {
     "HEADER": "Overview",
     "LIVE": "Live",
@@ -476,5 +509,54 @@
     "THURSDAY": "Thursday",
     "FRIDAY": "Friday",
     "SATURDAY": "Saturday"
+  },
+  "SLA_REPORTS": {
+    "HEADER": "SLA Reports",
+    "NO_RECORDS": "SLA applied conversations are not available.",
+    "LOADING": "Loading SLA data...",
+    "DOWNLOAD_SLA_REPORTS": "Download SLA reports",
+    "DOWNLOAD_FAILED": "Failed to download SLA Reports",
+    "DROPDOWN": {
+      "ADD_FIlTER": "Add filter",
+      "CLEAR_ALL": "Clear all",
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "No results found",
+      "NO_FILTER": "No filters available",
+      "SEARCH": "Search filter",
+      "INPUT_PLACEHOLDER": {
+        "SLA": "SLA name",
+        "AGENTS": "Agent name",
+        "INBOXES": "Inbox name",
+        "LABELS": "Label name",
+        "TEAMS": "Team name"
+      },
+      "SLA": "SLA Policy",
+      "INBOXES": "Inbox",
+      "AGENTS": "Agent",
+      "LABELS": "Label",
+      "TEAMS": "Team"
+    },
+    "METRICS": {
+      "HIT_RATE": {
+        "LABEL": "Hit Rate",
+        "TOOLTIP": "Percentage of SLAs created were completed successfully"
+      },
+      "NO_OF_MISSES": {
+        "LABEL": "Number of Misses",
+        "TOOLTIP": "Total SLA misses in a certain period"
+      },
+      "NO_OF_CONVERSATIONS": {
+        "LABEL": "Number of Conversations",
+        "TOOLTIP": "Total number of conversations with SLA"
+      }
+    },
+    "TABLE": {
+      "HEADER": {
+        "POLICY": "Policy",
+        "CONVERSATION": "Conversation",
+        "AGENT": "Agent"
+      },
+      "VIEW_DETAILS": "View Details"
+    }
   }
 }

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

@@ -83,7 +83,10 @@
         "CONVERSATION_CREATION": "Send email notifications when a new conversation is created",
         "CONVERSATION_MENTION": "Send email notifications when you are mentioned in a conversation",
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Send email notifications when a new message is created in an assigned conversation",
-        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Send email notifications when a new message is created in a participating conversation"
+        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Send email notifications when a new message is created in a participating conversation",
+        "SLA_MISSED_FIRST_RESPONSE": "Send email notifications when a conversation misses first response SLA",
+        "SLA_MISSED_NEXT_RESPONSE": "Send email notifications when a conversation misses next response SLA",
+        "SLA_MISSED_RESOLUTION": "Send email notifications when a conversation misses resolution SLA"
       },
       "API": {
         "UPDATE_SUCCESS": "Your notification preferences are updated successfully",
@@ -98,7 +101,10 @@
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Send push notifications when a new message is created in an assigned conversation",
         "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Send push notifications when a new message is created in a participating conversation",
         "HAS_ENABLED_PUSH": "You have enabled push for this browser.",
-        "REQUEST_PUSH": "Enable push notifications"
+        "REQUEST_PUSH": "Enable push notifications",
+        "SLA_MISSED_FIRST_RESPONSE": "Send push notifications when a conversation misses first response SLA",
+        "SLA_MISSED_NEXT_RESPONSE": "Send push notifications when a conversation misses next response SLA",
+        "SLA_MISSED_RESOLUTION": "Send push notifications when a conversation misses resolution SLA"
       },
       "PROFILE_IMAGE": {
         "LABEL": "Profile Image"
@@ -199,6 +205,7 @@
   "SIDEBAR": {
     "CURRENTLY_VIEWING_ACCOUNT": "Currently viewing:",
     "SWITCH": "Switch",
+    "INBOX_VIEW": "Inbox View",
     "CONVERSATIONS": "Conversations",
     "INBOX": "Inbox",
     "ALL_CONVERSATIONS": "All Conversations",
@@ -237,6 +244,8 @@
     "CAMPAIGNS": "Campaigns",
     "ONGOING": "Ongoing",
     "ONE_OFF": "One off",
+    "REPORTS_SLA": "SLA",
+    "REPORTS_BOT": "Bot",
     "REPORTS_AGENT": "Agents",
     "REPORTS_LABEL": "Labels",
     "REPORTS_INBOX": "Inbox",

app/javascript/dashboard/i18n/locale/am/sla.json

@@ -1,22 +1,31 @@
 {
   "SLA": {
     "HEADER": "SLA",
-    "HEADER_BTN_TXT": "Add SLA",
+    "ADD_ACTION": "Add SLA",
+    "ADD_ACTION_LONG": "Create a new SLA Policy",
+    "DESCRIPTION": "Service Level Agreements (SLAs) are contracts that define clear expectations between your team and customers. They establish standards for response and resolution times, creating a framework for accountability and ensures a consistent, high-quality experience.",
+    "LEARN_MORE": "Learn more about SLA",
     "LOADING": "Fetching SLAs",
-    "SEARCH_404": "There are no items matching this query",
-    "SIDEBAR_TXT": "<p><b>SLA</b> <p>Think of Service Level Agreements (SLAs) like friendly promises between a service provider and a customer.</p> <p> These promises set clear expectations for things like how quickly the team will respond to issues, making sure you always get a reliable and top-notch experience!</p>",
     "LIST": {
       "404": "There are no SLAs available in this account.",
-      "TITLE": "Manage SLA",
-      "DESC": "SLAs: Friendly promises for great service!",
-      "TABLE_HEADER": [
-        "Name",
-        "Description",
-        "FRT",
-        "NRT",
-        "RT",
-        "Business Hours"
-      ]
+      "EMPTY": {
+        "TITLE_1": "Enterprise P0",
+        "DESC_1": "Issues raised by enterprise customers, that require immediate attention.",
+        "TITLE_2": "Enterprise P1",
+        "DESC_2": "Issues raised by enterprise customers, that needs to be acknowledged quickly."
+      },
+      "BUSINESS_HOURS_ON": "Business hours on",
+      "BUSINESS_HOURS_OFF": "Business hours off",
+      "RESPONSE_TYPES": {
+        "FRT": "First response time threshold",
+        "NRT": "Next response time threshold",
+        "RT": "Resolution time threshold",
+        "SHORT_HAND": {
+          "FRT": "FRT",
+          "NRT": "NRT",
+          "RT": "RT"
+        }
+      }
     },
     "FORM": {
       "NAME": {
@@ -56,18 +65,32 @@
     },
     "ADD": {
       "TITLE": "Add SLA",
-      "DESC": "SLAs: Friendly promises for great service!",
+      "DESC": "Friendly promises for great service!",
       "API": {
         "SUCCESS_MESSAGE": "SLA added successfully",
         "ERROR_MESSAGE": "There was an error, please try again"
       }
     },
-    "EDIT": {
-      "TITLE": "Edit SLA",
+    "DELETE": {
+      "TITLE": "Delete SLA",
       "API": {
-        "SUCCESS_MESSAGE": "SLA updated successfully",
+        "SUCCESS_MESSAGE": "SLA deleted successfully",
         "ERROR_MESSAGE": "There was an error, please try again"
+      },
+      "CONFIRM": {
+        "TITLE": "Confirm Deletion",
+        "MESSAGE": "Are you sure you want to delete ",
+        "YES": "Yes, Delete ",
+        "NO": "No, Keep "
       }
+    },
+    "EVENTS": {
+      "TITLE": "SLA Misses",
+      "FRT": "First response time",
+      "NRT": "Next response time",
+      "RT": "Resolution time",
+      "SHOW_MORE": "{count} more",
+      "HIDE": "Hide {count} rows"
     }
   }
 }

app/javascript/dashboard/i18n/locale/ar/contact.json

@@ -296,6 +296,8 @@
     "BUTTON": "إضافة سمة خاصة",
     "NOT_AVAILABLE": "لا توجد سمات مخصصة متاحة لجهة الاتصال هذه.",
     "COPY_SUCCESSFUL": "تم النسخ إلى الحافظة بنجاح",
+    "SHOW_MORE": "Show all attributes",
+    "SHOW_LESS": "Show less attributes",
     "ACTIONS": {
       "COPY": "نسخ السمة",
       "DELETE": "حذف السمة",

app/javascript/dashboard/i18n/locale/ar/contactFilters.json

@@ -44,7 +44,8 @@
       "CUSTOM_ATTRIBUTE_CHECKBOX": "مربع",
       "CREATED_AT": "تم إنشاؤها في",
       "LAST_ACTIVITY": "آخر نشاط",
-      "REFERER_LINK": "رابط المرجع"
+      "REFERER_LINK": "رابط المرجع",
+      "BLOCKED": "Blocked"
     },
     "GROUPS": {
       "STANDARD_FILTERS": "الفلاتر القياسية",

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

@@ -64,7 +64,14 @@
       "SNOOZED_UNTIL": "Snoozed until",
       "SNOOZED_UNTIL_TOMORROW": "غفوة حتى الغد",
       "SNOOZED_UNTIL_NEXT_WEEK": "غفوة حتى الأسبوع القادم",
-      "SNOOZED_UNTIL_NEXT_REPLY": "غفوة حتى الرد التالي"
+      "SNOOZED_UNTIL_NEXT_REPLY": "غفوة حتى الرد التالي",
+      "SLA_STATUS": {
+        "FRT": "FRT {status}",
+        "NRT": "NRT {status}",
+        "RT": "RT {status}",
+        "MISSED": "missed",
+        "DUE": "due"
+      }
     },
     "RESOLVE_DROPDOWN": {
       "MARK_PENDING": "تحديد كمعلق",

app/javascript/dashboard/i18n/locale/ar/general.json

@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}

app/javascript/dashboard/i18n/locale/ar/generalSettings.json

@@ -87,7 +87,10 @@
       "conversation_assignment": "تم تعيين المحادثة",
       "assigned_conversation_new_message": "رسالة جديدة",
       "participating_conversation_new_message": "رسالة جديدة",
-      "conversation_mention": "إشارة"
+      "conversation_mention": "إشارة",
+      "sla_missed_first_response": "SLA Missed",
+      "sla_missed_next_response": "SLA Missed",
+      "sla_missed_resolution": "SLA Missed"
     }
   },
   "NETWORK": {

app/javascript/dashboard/i18n/locale/ar/inbox.json

@@ -4,24 +4,28 @@
       "TITLE": "صندوق الوارد",
       "DISPLAY_DROPDOWN": "Display",
       "LOADING": "Fetching notifications",
-      "EOF": "تم تحميل كافة الإشعارات 🎉",
       "404": "There are no active notifications in this group.",
       "NO_NOTIFICATIONS": "No notifications",
       "NOTE": "Notifications from all subscribed inboxes",
+      "NO_MESSAGES_AVAILABLE": "Oops! Not able to fetch messages",
       "SNOOZED_UNTIL": "Snoozed until",
       "SNOOZED_UNTIL_TOMORROW": "غفوة حتى الغد",
       "SNOOZED_UNTIL_NEXT_WEEK": "غفوة حتى الأسبوع القادم"
     },
     "ACTION_HEADER": {
       "SNOOZE": "Snooze notification",
-      "DELETE": "Delete notification"
+      "DELETE": "Delete notification",
+      "BACK": "العودة"
     },
     "TYPES": {
       "CONVERSATION_MENTION": "You have been mentioned in a conversation",
       "CONVERSATION_CREATION": "New conversation created",
       "CONVERSATION_ASSIGNMENT": "A conversation has been assigned to you",
       "ASSIGNED_CONVERSATION_NEW_MESSAGE": "New message in an assigned conversation",
-      "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "New message in a conversation you are participating in"
+      "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "New message in a conversation you are participating in",
+      "SLA_MISSED_FIRST_RESPONSE": "SLA target first response missed for conversation",
+      "SLA_MISSED_NEXT_RESPONSE": "SLA target next response missed for conversation",
+      "SLA_MISSED_RESOLUTION": "SLA target resolution missed for conversation"
     },
     "MENU_ITEM": {
       "MARK_AS_READ": "Mark as read",

app/javascript/dashboard/i18n/locale/ar/report.json

@@ -35,6 +35,14 @@
         "NAME": "عدد مرات الإغلاق",
         "DESC": "(الإجمالي)"
       },
+      "BOT_RESOLUTION_COUNT": {
+        "NAME": "عدد مرات الإغلاق",
+        "DESC": "(الإجمالي)"
+      },
+      "BOT_HANDOFF_COUNT": {
+        "NAME": "Handoff Count",
+        "DESC": "(الإجمالي)"
+      },
       "REPLY_TIME": {
         "NAME": "Customer waiting time",
         "TOOLTIP_TEXT": "Waiting time is %{metricValue} (based on %{conversationCount} replies)"
@@ -130,7 +138,11 @@
         "groupBy": "الشهر"
       }
     ],
-    "BUSINESS_HOURS": "ساعات العمل"
+    "BUSINESS_HOURS": "ساعات العمل",
+    "FILTER_ACTIONS": {
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "لم يتم العثور على النتائج"
+    }
   },
   "AGENT_REPORTS": {
     "HEADER": "نظرة عامة للوكلاء",
@@ -433,6 +445,27 @@
       }
     }
   },
+  "BOT_REPORTS": {
+    "HEADER": "Bot Reports",
+    "METRIC": {
+      "TOTAL_CONVERSATIONS": {
+        "LABEL": "No. of Conversations",
+        "TOOLTIP": "Total number of conversations handled by the bot"
+      },
+      "TOTAL_RESPONSES": {
+        "LABEL": "Total Responses",
+        "TOOLTIP": "Total number of responses sent by the bot"
+      },
+      "RESOLUTION_RATE": {
+        "LABEL": "Resolution Rate",
+        "TOOLTIP": "Total number of conversations resolved by the bot / Total number of conversations handled by the bot * 100"
+      },
+      "HANDOFF_RATE": {
+        "LABEL": "Handoff Rate",
+        "TOOLTIP": "Total number of conversations handed off to agents / Total number of conversations handled by the bot * 100"
+      }
+    }
+  },
   "OVERVIEW_REPORTS": {
     "HEADER": "نظرة عامة",
     "LIVE": "مباشر",
@@ -476,5 +509,54 @@
     "THURSDAY": "Thursday",
     "FRIDAY": "Friday",
     "SATURDAY": "Saturday"
+  },
+  "SLA_REPORTS": {
+    "HEADER": "SLA Reports",
+    "NO_RECORDS": "SLA applied conversations are not available.",
+    "LOADING": "Loading SLA data...",
+    "DOWNLOAD_SLA_REPORTS": "Download SLA reports",
+    "DOWNLOAD_FAILED": "Failed to download SLA Reports",
+    "DROPDOWN": {
+      "ADD_FIlTER": "Add filter",
+      "CLEAR_ALL": "Clear all",
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "لم يتم العثور على النتائج",
+      "NO_FILTER": "No filters available",
+      "SEARCH": "Search filter",
+      "INPUT_PLACEHOLDER": {
+        "SLA": "SLA name",
+        "AGENTS": "اسم الموظف",
+        "INBOXES": "اسم صندوق الوارد",
+        "LABELS": "اسم الوسم",
+        "TEAMS": "اسم الفريق"
+      },
+      "SLA": "SLA Policy",
+      "INBOXES": "صندوق الوارد",
+      "AGENTS": "موظف الدعم",
+      "LABELS": "الوسم",
+      "TEAMS": "الفريق"
+    },
+    "METRICS": {
+      "HIT_RATE": {
+        "LABEL": "Hit Rate",
+        "TOOLTIP": "Percentage of SLAs created were completed successfully"
+      },
+      "NO_OF_MISSES": {
+        "LABEL": "Number of Misses",
+        "TOOLTIP": "Total SLA misses in a certain period"
+      },
+      "NO_OF_CONVERSATIONS": {
+        "LABEL": "Number of Conversations",
+        "TOOLTIP": "Total number of conversations with SLA"
+      }
+    },
+    "TABLE": {
+      "HEADER": {
+        "POLICY": "Policy",
+        "CONVERSATION": "المحادثات",
+        "AGENT": "موظف الدعم"
+      },
+      "VIEW_DETAILS": "View Details"
+    }
   }
 }

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

@@ -83,7 +83,10 @@
         "CONVERSATION_CREATION": "إرسال إشعارات للبريد الإلكتروني عند ورود محادثة جديدة",
         "CONVERSATION_MENTION": "إرسال إشعارات بالبريد الإلكتروني عندما يتم ذكرك في محادثة",
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "إرسال إشعارات البريد الإلكتروني عند إنشاء رسالة جديدة في محادثة موكلة",
-        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "إرسال إشعارات التنية عند إنشاء رسالة جديدة في محادثة موكلة"
+        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "إرسال إشعارات التنية عند إنشاء رسالة جديدة في محادثة موكلة",
+        "SLA_MISSED_FIRST_RESPONSE": "Send email notifications when a conversation misses first response SLA",
+        "SLA_MISSED_NEXT_RESPONSE": "Send email notifications when a conversation misses next response SLA",
+        "SLA_MISSED_RESOLUTION": "Send email notifications when a conversation misses resolution SLA"
       },
       "API": {
         "UPDATE_SUCCESS": "يتم تحديث إعدادات الإشعارات بنجاح",
@@ -98,7 +101,10 @@
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "إرسال إشعارات التنية عند إنشاء رسالة جديدة في محادثة موكلة",
         "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "إرسال إشعارات التنية عند إنشاء رسالة جديدة في محادثة موكلة",
         "HAS_ENABLED_PUSH": "لقد قمت بتمكين الإشعارات لهذا المتصفح.",
-        "REQUEST_PUSH": "تفعيل إشعارات المتصفح"
+        "REQUEST_PUSH": "تفعيل إشعارات المتصفح",
+        "SLA_MISSED_FIRST_RESPONSE": "Send push notifications when a conversation misses first response SLA",
+        "SLA_MISSED_NEXT_RESPONSE": "Send push notifications when a conversation misses next response SLA",
+        "SLA_MISSED_RESOLUTION": "Send push notifications when a conversation misses resolution SLA"
       },
       "PROFILE_IMAGE": {
         "LABEL": "صورة الملف الشخصي"
@@ -199,6 +205,7 @@
   "SIDEBAR": {
     "CURRENTLY_VIEWING_ACCOUNT": "مشاهدة حاليا:",
     "SWITCH": "تبديل",
+    "INBOX_VIEW": "Inbox View",
     "CONVERSATIONS": "المحادثات",
     "INBOX": "صندوق الوارد",
     "ALL_CONVERSATIONS": "كل المحادثات",
@@ -237,6 +244,8 @@
     "CAMPAIGNS": "الحملات",
     "ONGOING": "جارية",
     "ONE_OFF": "إيقاف واحد",
+    "REPORTS_SLA": "SLA",
+    "REPORTS_BOT": "رد آلي",
     "REPORTS_AGENT": "موظف الدعم",
     "REPORTS_LABEL": "الوسوم",
     "REPORTS_INBOX": "صندوق الوارد",

app/javascript/dashboard/i18n/locale/ar/sla.json

@@ -1,22 +1,31 @@
 {
   "SLA": {
     "HEADER": "SLA",
-    "HEADER_BTN_TXT": "Add SLA",
+    "ADD_ACTION": "Add SLA",
+    "ADD_ACTION_LONG": "Create a new SLA Policy",
+    "DESCRIPTION": "Service Level Agreements (SLAs) are contracts that define clear expectations between your team and customers. They establish standards for response and resolution times, creating a framework for accountability and ensures a consistent, high-quality experience.",
+    "LEARN_MORE": "Learn more about SLA",
     "LOADING": "Fetching SLAs",
-    "SEARCH_404": "لا توجد عناصر مطابقة لهذا الاستعلام",
-    "SIDEBAR_TXT": "<p><b>SLA</b> <p>Think of Service Level Agreements (SLAs) like friendly promises between a service provider and a customer.</p> <p> These promises set clear expectations for things like how quickly the team will respond to issues, making sure you always get a reliable and top-notch experience!</p>",
     "LIST": {
       "404": "There are no SLAs available in this account.",
-      "TITLE": "Manage SLA",
-      "DESC": "SLAs: Friendly promises for great service!",
-      "TABLE_HEADER": [
-        "الاسم",
-        "الوصف",
-        "FRT",
-        "NRT",
-        "RT",
-        "ساعات العمل"
-      ]
+      "EMPTY": {
+        "TITLE_1": "Enterprise P0",
+        "DESC_1": "Issues raised by enterprise customers, that require immediate attention.",
+        "TITLE_2": "Enterprise P1",
+        "DESC_2": "Issues raised by enterprise customers, that needs to be acknowledged quickly."
+      },
+      "BUSINESS_HOURS_ON": "Business hours on",
+      "BUSINESS_HOURS_OFF": "Business hours off",
+      "RESPONSE_TYPES": {
+        "FRT": "First response time threshold",
+        "NRT": "Next response time threshold",
+        "RT": "Resolution time threshold",
+        "SHORT_HAND": {
+          "FRT": "FRT",
+          "NRT": "NRT",
+          "RT": "RT"
+        }
+      }
     },
     "FORM": {
       "NAME": {
@@ -56,18 +65,32 @@
     },
     "ADD": {
       "TITLE": "Add SLA",
-      "DESC": "SLAs: Friendly promises for great service!",
+      "DESC": "Friendly promises for great service!",
       "API": {
         "SUCCESS_MESSAGE": "SLA added successfully",
         "ERROR_MESSAGE": "حدث خطأ، الرجاء المحاولة مرة أخرى"
       }
     },
-    "EDIT": {
-      "TITLE": "Edit SLA",
+    "DELETE": {
+      "TITLE": "Delete SLA",
       "API": {
-        "SUCCESS_MESSAGE": "SLA updated successfully",
+        "SUCCESS_MESSAGE": "SLA deleted successfully",
         "ERROR_MESSAGE": "حدث خطأ، الرجاء المحاولة مرة أخرى"
+      },
+      "CONFIRM": {
+        "TITLE": "تأكيد الحذف",
+        "MESSAGE": "Are you sure you want to delete ",
+        "YES": "نعم، احذف ",
+        "NO": "لا، احتفظ "
       }
+    },
+    "EVENTS": {
+      "TITLE": "SLA Misses",
+      "FRT": "وقت الاستجابة الأولى",
+      "NRT": "Next response time",
+      "RT": "Resolution time",
+      "SHOW_MORE": "{count} more",
+      "HIDE": "Hide {count} rows"
     }
   }
 }

app/javascript/dashboard/i18n/locale/ar/teamsSettings.json

@@ -83,7 +83,7 @@
       "SELECT_ALL": "تحديد جميع الوكلاء",
       "SELECTED_COUNT": "تم تحديد %{selected} من أصل %{total} وكيل.",
       "BUTTON_TEXT": "إضافة موظفين",
-      "AGENT_VALIDATION_ERROR": "اختيار وكيل واحد على الاقل."
+      "AGENT_VALIDATION_ERROR": "اختيار وكيل واحد على الأقل."
     },
     "FINISH": {
       "TITLE": "أصبح فريقك جاهزة الآن!",

app/javascript/dashboard/i18n/locale/bg/contact.json

@@ -296,6 +296,8 @@
     "BUTTON": "Добавяне на персонализиран атрибут",
     "NOT_AVAILABLE": "Няма персонализирани атрибути за този контакт.",
     "COPY_SUCCESSFUL": "Успешно копиране в клипборда",
+    "SHOW_MORE": "Show all attributes",
+    "SHOW_LESS": "Show less attributes",
     "ACTIONS": {
       "COPY": "Копиране на атрибут",
       "DELETE": "Изтриване на атрибут",

app/javascript/dashboard/i18n/locale/bg/contactFilters.json

@@ -44,7 +44,8 @@
       "CUSTOM_ATTRIBUTE_CHECKBOX": "Checkbox",
       "CREATED_AT": "Created At",
       "LAST_ACTIVITY": "Последна активност",
-      "REFERER_LINK": "Referrer link"
+      "REFERER_LINK": "Referrer link",
+      "BLOCKED": "Blocked"
     },
     "GROUPS": {
       "STANDARD_FILTERS": "Standard Filters",

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

@@ -64,7 +64,14 @@
       "SNOOZED_UNTIL": "Snoozed until",
       "SNOOZED_UNTIL_TOMORROW": "Snoozed until tomorrow",
       "SNOOZED_UNTIL_NEXT_WEEK": "Snoozed until next week",
-      "SNOOZED_UNTIL_NEXT_REPLY": "Snoozed until next reply"
+      "SNOOZED_UNTIL_NEXT_REPLY": "Snoozed until next reply",
+      "SLA_STATUS": {
+        "FRT": "FRT {status}",
+        "NRT": "NRT {status}",
+        "RT": "RT {status}",
+        "MISSED": "missed",
+        "DUE": "due"
+      }
     },
     "RESOLVE_DROPDOWN": {
       "MARK_PENDING": "Mark as pending",

app/javascript/dashboard/i18n/locale/bg/general.json

@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}

app/javascript/dashboard/i18n/locale/bg/generalSettings.json

@@ -87,7 +87,10 @@
       "conversation_assignment": "Conversation Assigned",
       "assigned_conversation_new_message": "New Message",
       "participating_conversation_new_message": "New Message",
-      "conversation_mention": "Mention"
+      "conversation_mention": "Mention",
+      "sla_missed_first_response": "SLA Missed",
+      "sla_missed_next_response": "SLA Missed",
+      "sla_missed_resolution": "SLA Missed"
     }
   },
   "NETWORK": {

app/javascript/dashboard/i18n/locale/bg/inbox.json

@@ -4,24 +4,28 @@
       "TITLE": "Входяща кутия",
       "DISPLAY_DROPDOWN": "Display",
       "LOADING": "Fetching notifications",
-      "EOF": "All notifications loaded 🎉",
       "404": "There are no active notifications in this group.",
       "NO_NOTIFICATIONS": "No notifications",
       "NOTE": "Notifications from all subscribed inboxes",
+      "NO_MESSAGES_AVAILABLE": "Oops! Not able to fetch messages",
       "SNOOZED_UNTIL": "Snoozed until",
       "SNOOZED_UNTIL_TOMORROW": "Snoozed until tomorrow",
       "SNOOZED_UNTIL_NEXT_WEEK": "Snoozed until next week"
     },
     "ACTION_HEADER": {
       "SNOOZE": "Snooze notification",
-      "DELETE": "Delete notification"
+      "DELETE": "Delete notification",
+      "BACK": "Back"
     },
     "TYPES": {
       "CONVERSATION_MENTION": "You have been mentioned in a conversation",
       "CONVERSATION_CREATION": "New conversation created",
       "CONVERSATION_ASSIGNMENT": "A conversation has been assigned to you",
       "ASSIGNED_CONVERSATION_NEW_MESSAGE": "New message in an assigned conversation",
-      "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "New message in a conversation you are participating in"
+      "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "New message in a conversation you are participating in",
+      "SLA_MISSED_FIRST_RESPONSE": "SLA target first response missed for conversation",
+      "SLA_MISSED_NEXT_RESPONSE": "SLA target next response missed for conversation",
+      "SLA_MISSED_RESOLUTION": "SLA target resolution missed for conversation"
     },
     "MENU_ITEM": {
       "MARK_AS_READ": "Mark as read",

app/javascript/dashboard/i18n/locale/bg/report.json

@@ -35,6 +35,14 @@
         "NAME": "Resolution Count",
         "DESC": "( Total )"
       },
+      "BOT_RESOLUTION_COUNT": {
+        "NAME": "Resolution Count",
+        "DESC": "( Total )"
+      },
+      "BOT_HANDOFF_COUNT": {
+        "NAME": "Handoff Count",
+        "DESC": "( Total )"
+      },
       "REPLY_TIME": {
         "NAME": "Customer waiting time",
         "TOOLTIP_TEXT": "Waiting time is %{metricValue} (based on %{conversationCount} replies)"
@@ -130,7 +138,11 @@
         "groupBy": "Month"
       }
     ],
-    "BUSINESS_HOURS": "Business Hours"
+    "BUSINESS_HOURS": "Business Hours",
+    "FILTER_ACTIONS": {
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "Няма намерени резултати"
+    }
   },
   "AGENT_REPORTS": {
     "HEADER": "Agents Overview",
@@ -433,6 +445,27 @@
       }
     }
   },
+  "BOT_REPORTS": {
+    "HEADER": "Bot Reports",
+    "METRIC": {
+      "TOTAL_CONVERSATIONS": {
+        "LABEL": "No. of Conversations",
+        "TOOLTIP": "Total number of conversations handled by the bot"
+      },
+      "TOTAL_RESPONSES": {
+        "LABEL": "Total Responses",
+        "TOOLTIP": "Total number of responses sent by the bot"
+      },
+      "RESOLUTION_RATE": {
+        "LABEL": "Resolution Rate",
+        "TOOLTIP": "Total number of conversations resolved by the bot / Total number of conversations handled by the bot * 100"
+      },
+      "HANDOFF_RATE": {
+        "LABEL": "Handoff Rate",
+        "TOOLTIP": "Total number of conversations handed off to agents / Total number of conversations handled by the bot * 100"
+      }
+    }
+  },
   "OVERVIEW_REPORTS": {
     "HEADER": "Overview",
     "LIVE": "Live",
@@ -476,5 +509,54 @@
     "THURSDAY": "Thursday",
     "FRIDAY": "Friday",
     "SATURDAY": "Saturday"
+  },
+  "SLA_REPORTS": {
+    "HEADER": "SLA Reports",
+    "NO_RECORDS": "SLA applied conversations are not available.",
+    "LOADING": "Loading SLA data...",
+    "DOWNLOAD_SLA_REPORTS": "Download SLA reports",
+    "DOWNLOAD_FAILED": "Failed to download SLA Reports",
+    "DROPDOWN": {
+      "ADD_FIlTER": "Add filter",
+      "CLEAR_ALL": "Clear all",
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "Няма намерени резултати",
+      "NO_FILTER": "No filters available",
+      "SEARCH": "Search filter",
+      "INPUT_PLACEHOLDER": {
+        "SLA": "SLA name",
+        "AGENTS": "Agent name",
+        "INBOXES": "Inbox name",
+        "LABELS": "Label name",
+        "TEAMS": "Team name"
+      },
+      "SLA": "SLA Policy",
+      "INBOXES": "Входяща кутия",
+      "AGENTS": "Агент",
+      "LABELS": "Label",
+      "TEAMS": "Team"
+    },
+    "METRICS": {
+      "HIT_RATE": {
+        "LABEL": "Hit Rate",
+        "TOOLTIP": "Percentage of SLAs created were completed successfully"
+      },
+      "NO_OF_MISSES": {
+        "LABEL": "Number of Misses",
+        "TOOLTIP": "Total SLA misses in a certain period"
+      },
+      "NO_OF_CONVERSATIONS": {
+        "LABEL": "Number of Conversations",
+        "TOOLTIP": "Total number of conversations with SLA"
+      }
+    },
+    "TABLE": {
+      "HEADER": {
+        "POLICY": "Policy",
+        "CONVERSATION": "Разговор",
+        "AGENT": "Агент"
+      },
+      "VIEW_DETAILS": "View Details"
+    }
   }
 }

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

@@ -83,7 +83,10 @@
         "CONVERSATION_CREATION": "Send email notifications when a new conversation is created",
         "CONVERSATION_MENTION": "Send email notifications when you are mentioned in a conversation",
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Send email notifications when a new message is created in an assigned conversation",
-        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Send email notifications when a new message is created in a participating conversation"
+        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Send email notifications when a new message is created in a participating conversation",
+        "SLA_MISSED_FIRST_RESPONSE": "Send email notifications when a conversation misses first response SLA",
+        "SLA_MISSED_NEXT_RESPONSE": "Send email notifications when a conversation misses next response SLA",
+        "SLA_MISSED_RESOLUTION": "Send email notifications when a conversation misses resolution SLA"
       },
       "API": {
         "UPDATE_SUCCESS": "Your notification preferences are updated successfully",
@@ -98,7 +101,10 @@
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Send push notifications when a new message is created in an assigned conversation",
         "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Send push notifications when a new message is created in a participating conversation",
         "HAS_ENABLED_PUSH": "You have enabled push for this browser.",
-        "REQUEST_PUSH": "Enable push notifications"
+        "REQUEST_PUSH": "Enable push notifications",
+        "SLA_MISSED_FIRST_RESPONSE": "Send push notifications when a conversation misses first response SLA",
+        "SLA_MISSED_NEXT_RESPONSE": "Send push notifications when a conversation misses next response SLA",
+        "SLA_MISSED_RESOLUTION": "Send push notifications when a conversation misses resolution SLA"
       },
       "PROFILE_IMAGE": {
         "LABEL": "Profile Image"
@@ -199,6 +205,7 @@
   "SIDEBAR": {
     "CURRENTLY_VIEWING_ACCOUNT": "Currently viewing:",
     "SWITCH": "Switch",
+    "INBOX_VIEW": "Inbox View",
     "CONVERSATIONS": "Разговори",
     "INBOX": "Входяща кутия",
     "ALL_CONVERSATIONS": "All Conversations",
@@ -237,6 +244,8 @@
     "CAMPAIGNS": "Campaigns",
     "ONGOING": "Ongoing",
     "ONE_OFF": "One off",
+    "REPORTS_SLA": "SLA",
+    "REPORTS_BOT": "Бот",
     "REPORTS_AGENT": "Агенти",
     "REPORTS_LABEL": "Labels",
     "REPORTS_INBOX": "Входяща кутия",

app/javascript/dashboard/i18n/locale/bg/sla.json

@@ -1,22 +1,31 @@
 {
   "SLA": {
     "HEADER": "SLA",
-    "HEADER_BTN_TXT": "Add SLA",
+    "ADD_ACTION": "Add SLA",
+    "ADD_ACTION_LONG": "Create a new SLA Policy",
+    "DESCRIPTION": "Service Level Agreements (SLAs) are contracts that define clear expectations between your team and customers. They establish standards for response and resolution times, creating a framework for accountability and ensures a consistent, high-quality experience.",
+    "LEARN_MORE": "Learn more about SLA",
     "LOADING": "Fetching SLAs",
-    "SEARCH_404": "Няма резултати отговарящи на тази заявка",
-    "SIDEBAR_TXT": "<p><b>SLA</b> <p>Think of Service Level Agreements (SLAs) like friendly promises between a service provider and a customer.</p> <p> These promises set clear expectations for things like how quickly the team will respond to issues, making sure you always get a reliable and top-notch experience!</p>",
     "LIST": {
       "404": "There are no SLAs available in this account.",
-      "TITLE": "Manage SLA",
-      "DESC": "SLAs: Friendly promises for great service!",
-      "TABLE_HEADER": [
-        "Име",
-        "Описание",
-        "FRT",
-        "NRT",
-        "RT",
-        "Business Hours"
-      ]
+      "EMPTY": {
+        "TITLE_1": "Enterprise P0",
+        "DESC_1": "Issues raised by enterprise customers, that require immediate attention.",
+        "TITLE_2": "Enterprise P1",
+        "DESC_2": "Issues raised by enterprise customers, that needs to be acknowledged quickly."
+      },
+      "BUSINESS_HOURS_ON": "Business hours on",
+      "BUSINESS_HOURS_OFF": "Business hours off",
+      "RESPONSE_TYPES": {
+        "FRT": "First response time threshold",
+        "NRT": "Next response time threshold",
+        "RT": "Resolution time threshold",
+        "SHORT_HAND": {
+          "FRT": "FRT",
+          "NRT": "NRT",
+          "RT": "RT"
+        }
+      }
     },
     "FORM": {
       "NAME": {
@@ -56,18 +65,32 @@
     },
     "ADD": {
       "TITLE": "Add SLA",
-      "DESC": "SLAs: Friendly promises for great service!",
+      "DESC": "Friendly promises for great service!",
       "API": {
         "SUCCESS_MESSAGE": "SLA added successfully",
         "ERROR_MESSAGE": "Възникна грешка, моля опитайте отново"
       }
     },
-    "EDIT": {
-      "TITLE": "Edit SLA",
+    "DELETE": {
+      "TITLE": "Delete SLA",
       "API": {
-        "SUCCESS_MESSAGE": "SLA updated successfully",
+        "SUCCESS_MESSAGE": "SLA deleted successfully",
         "ERROR_MESSAGE": "Възникна грешка, моля опитайте отново"
+      },
+      "CONFIRM": {
+        "TITLE": "Потвърди изтриването",
+        "MESSAGE": "Are you sure you want to delete ",
+        "YES": "Да, изтрий ",
+        "NO": "Не, запази "
       }
+    },
+    "EVENTS": {
+      "TITLE": "SLA Misses",
+      "FRT": "First response time",
+      "NRT": "Next response time",
+      "RT": "Resolution time",
+      "SHOW_MORE": "{count} more",
+      "HIDE": "Hide {count} rows"
     }
   }
 }

app/javascript/dashboard/i18n/locale/ca/contact.json

@@ -296,6 +296,8 @@
     "BUTTON": "Add custom attribute",
     "NOT_AVAILABLE": "There are no custom attributes available for this contact.",
     "COPY_SUCCESSFUL": "S'ha copiat al porta-retalls amb èxit",
+    "SHOW_MORE": "Show all attributes",
+    "SHOW_LESS": "Show less attributes",
     "ACTIONS": {
       "COPY": "Copy attribute",
       "DELETE": "Delete attribute",

app/javascript/dashboard/i18n/locale/ca/contactFilters.json

@@ -44,7 +44,8 @@
       "CUSTOM_ATTRIBUTE_CHECKBOX": "Checkbox",
       "CREATED_AT": "Created At",
       "LAST_ACTIVITY": "Last Activity",
-      "REFERER_LINK": "Referrer link"
+      "REFERER_LINK": "Referrer link",
+      "BLOCKED": "Blocked"
     },
     "GROUPS": {
       "STANDARD_FILTERS": "Standard Filters",

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

@@ -64,7 +64,14 @@
       "SNOOZED_UNTIL": "Snoozed until",
       "SNOOZED_UNTIL_TOMORROW": "Snoozed until tomorrow",
       "SNOOZED_UNTIL_NEXT_WEEK": "Snoozed until next week",
-      "SNOOZED_UNTIL_NEXT_REPLY": "Snoozed until next reply"
+      "SNOOZED_UNTIL_NEXT_REPLY": "Snoozed until next reply",
+      "SLA_STATUS": {
+        "FRT": "FRT {status}",
+        "NRT": "NRT {status}",
+        "RT": "RT {status}",
+        "MISSED": "missed",
+        "DUE": "due"
+      }
     },
     "RESOLVE_DROPDOWN": {
       "MARK_PENDING": "Mark as pending",

app/javascript/dashboard/i18n/locale/ca/general.json

@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}

app/javascript/dashboard/i18n/locale/ca/generalSettings.json

@@ -87,7 +87,10 @@
       "conversation_assignment": "Conversació Assignada",
       "assigned_conversation_new_message": "Missatge Nou",
       "participating_conversation_new_message": "Missatge Nou",
-      "conversation_mention": "Menció"
+      "conversation_mention": "Menció",
+      "sla_missed_first_response": "SLA Missed",
+      "sla_missed_next_response": "SLA Missed",
+      "sla_missed_resolution": "SLA Missed"
     }
   },
   "NETWORK": {

app/javascript/dashboard/i18n/locale/ca/inbox.json

@@ -4,24 +4,28 @@
       "TITLE": "Inbox",
       "DISPLAY_DROPDOWN": "Display",
       "LOADING": "Fetching notifications",
-      "EOF": "S'han carregat totes les notificacions 🎉",
       "404": "There are no active notifications in this group.",
       "NO_NOTIFICATIONS": "No notifications",
       "NOTE": "Notifications from all subscribed inboxes",
+      "NO_MESSAGES_AVAILABLE": "Oops! Not able to fetch messages",
       "SNOOZED_UNTIL": "Snoozed until",
       "SNOOZED_UNTIL_TOMORROW": "Snoozed until tomorrow",
       "SNOOZED_UNTIL_NEXT_WEEK": "Snoozed until next week"
     },
     "ACTION_HEADER": {
       "SNOOZE": "Snooze notification",
-      "DELETE": "Delete notification"
+      "DELETE": "Delete notification",
+      "BACK": "Enrere"
     },
     "TYPES": {
       "CONVERSATION_MENTION": "You have been mentioned in a conversation",
       "CONVERSATION_CREATION": "New conversation created",
       "CONVERSATION_ASSIGNMENT": "A conversation has been assigned to you",
       "ASSIGNED_CONVERSATION_NEW_MESSAGE": "New message in an assigned conversation",
-      "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "New message in a conversation you are participating in"
+      "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "New message in a conversation you are participating in",
+      "SLA_MISSED_FIRST_RESPONSE": "SLA target first response missed for conversation",
+      "SLA_MISSED_NEXT_RESPONSE": "SLA target next response missed for conversation",
+      "SLA_MISSED_RESOLUTION": "SLA target resolution missed for conversation"
     },
     "MENU_ITEM": {
       "MARK_AS_READ": "Mark as read",

app/javascript/dashboard/i18n/locale/ca/report.json

@@ -35,6 +35,14 @@
         "NAME": "Total de resolucions",
         "DESC": "( Total )"
       },
+      "BOT_RESOLUTION_COUNT": {
+        "NAME": "Total de resolucions",
+        "DESC": "( Total )"
+      },
+      "BOT_HANDOFF_COUNT": {
+        "NAME": "Handoff Count",
+        "DESC": "( Total )"
+      },
       "REPLY_TIME": {
         "NAME": "Customer waiting time",
         "TOOLTIP_TEXT": "Waiting time is %{metricValue} (based on %{conversationCount} replies)"
@@ -130,7 +138,11 @@
         "groupBy": "Month"
       }
     ],
-    "BUSINESS_HOURS": "Business Hours"
+    "BUSINESS_HOURS": "Business Hours",
+    "FILTER_ACTIONS": {
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "No s'ha trobat agents"
+    }
   },
   "AGENT_REPORTS": {
     "HEADER": "Agents Overview",
@@ -433,6 +445,27 @@
       }
     }
   },
+  "BOT_REPORTS": {
+    "HEADER": "Bot Reports",
+    "METRIC": {
+      "TOTAL_CONVERSATIONS": {
+        "LABEL": "No. of Conversations",
+        "TOOLTIP": "Total number of conversations handled by the bot"
+      },
+      "TOTAL_RESPONSES": {
+        "LABEL": "Total Responses",
+        "TOOLTIP": "Total number of responses sent by the bot"
+      },
+      "RESOLUTION_RATE": {
+        "LABEL": "Resolution Rate",
+        "TOOLTIP": "Total number of conversations resolved by the bot / Total number of conversations handled by the bot * 100"
+      },
+      "HANDOFF_RATE": {
+        "LABEL": "Handoff Rate",
+        "TOOLTIP": "Total number of conversations handed off to agents / Total number of conversations handled by the bot * 100"
+      }
+    }
+  },
   "OVERVIEW_REPORTS": {
     "HEADER": "Overview",
     "LIVE": "Live",
@@ -476,5 +509,54 @@
     "THURSDAY": "Thursday",
     "FRIDAY": "Friday",
     "SATURDAY": "Saturday"
+  },
+  "SLA_REPORTS": {
+    "HEADER": "SLA Reports",
+    "NO_RECORDS": "SLA applied conversations are not available.",
+    "LOADING": "Loading SLA data...",
+    "DOWNLOAD_SLA_REPORTS": "Download SLA reports",
+    "DOWNLOAD_FAILED": "Failed to download SLA Reports",
+    "DROPDOWN": {
+      "ADD_FIlTER": "Add filter",
+      "CLEAR_ALL": "Clear all",
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "No s'ha trobat agents",
+      "NO_FILTER": "No filters available",
+      "SEARCH": "Search filter",
+      "INPUT_PLACEHOLDER": {
+        "SLA": "SLA name",
+        "AGENTS": "Agent name",
+        "INBOXES": "Inbox name",
+        "LABELS": "Nom de l'etiqueta",
+        "TEAMS": "Team name"
+      },
+      "SLA": "SLA Policy",
+      "INBOXES": "Inbox",
+      "AGENTS": "Agent",
+      "LABELS": "Label",
+      "TEAMS": "Team"
+    },
+    "METRICS": {
+      "HIT_RATE": {
+        "LABEL": "Hit Rate",
+        "TOOLTIP": "Percentage of SLAs created were completed successfully"
+      },
+      "NO_OF_MISSES": {
+        "LABEL": "Number of Misses",
+        "TOOLTIP": "Total SLA misses in a certain period"
+      },
+      "NO_OF_CONVERSATIONS": {
+        "LABEL": "Number of Conversations",
+        "TOOLTIP": "Total number of conversations with SLA"
+      }
+    },
+    "TABLE": {
+      "HEADER": {
+        "POLICY": "Policy",
+        "CONVERSATION": "Conversation",
+        "AGENT": "Agent"
+      },
+      "VIEW_DETAILS": "View Details"
+    }
   }
 }

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

@@ -83,7 +83,10 @@
         "CONVERSATION_CREATION": "Envieu notificacions per correu electrònic quan es crea una nova conversa",
         "CONVERSATION_MENTION": "Enviar notificacions per mail quan siguis esmentat en una conversació",
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Envia notificacions per correu electrònic quan es creï un missatge nou en una conversa assignada",
-        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Send email notifications when a new message is created in a participating conversation"
+        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Send email notifications when a new message is created in a participating conversation",
+        "SLA_MISSED_FIRST_RESPONSE": "Send email notifications when a conversation misses first response SLA",
+        "SLA_MISSED_NEXT_RESPONSE": "Send email notifications when a conversation misses next response SLA",
+        "SLA_MISSED_RESOLUTION": "Send email notifications when a conversation misses resolution SLA"
       },
       "API": {
         "UPDATE_SUCCESS": "Les teves preferències de notificació s’han actualitzat correctament",
@@ -98,7 +101,10 @@
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Envia notificacions automàtiques quan es creï un missatge nou en una conversa assignada",
         "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Send push notifications when a new message is created in a participating conversation",
         "HAS_ENABLED_PUSH": "Heu activat les notificacions per a aquest navegador.",
-        "REQUEST_PUSH": "Activa les notificacions"
+        "REQUEST_PUSH": "Activa les notificacions",
+        "SLA_MISSED_FIRST_RESPONSE": "Send push notifications when a conversation misses first response SLA",
+        "SLA_MISSED_NEXT_RESPONSE": "Send push notifications when a conversation misses next response SLA",
+        "SLA_MISSED_RESOLUTION": "Send push notifications when a conversation misses resolution SLA"
       },
       "PROFILE_IMAGE": {
         "LABEL": "Imatge del Perfil"
@@ -199,6 +205,7 @@
   "SIDEBAR": {
     "CURRENTLY_VIEWING_ACCOUNT": "Currently viewing:",
     "SWITCH": "Switch",
+    "INBOX_VIEW": "Inbox View",
     "CONVERSATIONS": "Converses",
     "INBOX": "Inbox",
     "ALL_CONVERSATIONS": "All Conversations",
@@ -237,6 +244,8 @@
     "CAMPAIGNS": "Campaigns",
     "ONGOING": "Ongoing",
     "ONE_OFF": "One off",
+    "REPORTS_SLA": "SLA",
+    "REPORTS_BOT": "Bot",
     "REPORTS_AGENT": "Agents",
     "REPORTS_LABEL": "Etiquetes",
     "REPORTS_INBOX": "Inbox",

app/javascript/dashboard/i18n/locale/ca/sla.json

@@ -1,22 +1,31 @@
 {
   "SLA": {
     "HEADER": "SLA",
-    "HEADER_BTN_TXT": "Add SLA",
+    "ADD_ACTION": "Add SLA",
+    "ADD_ACTION_LONG": "Create a new SLA Policy",
+    "DESCRIPTION": "Service Level Agreements (SLAs) are contracts that define clear expectations between your team and customers. They establish standards for response and resolution times, creating a framework for accountability and ensures a consistent, high-quality experience.",
+    "LEARN_MORE": "Learn more about SLA",
     "LOADING": "Fetching SLAs",
-    "SEARCH_404": "No hi ha articles que coincideixin amb aquesta consulta",
-    "SIDEBAR_TXT": "<p><b>SLA</b> <p>Think of Service Level Agreements (SLAs) like friendly promises between a service provider and a customer.</p> <p> These promises set clear expectations for things like how quickly the team will respond to issues, making sure you always get a reliable and top-notch experience!</p>",
     "LIST": {
       "404": "There are no SLAs available in this account.",
-      "TITLE": "Manage SLA",
-      "DESC": "SLAs: Friendly promises for great service!",
-      "TABLE_HEADER": [
-        "Nom",
-        "Descripció",
-        "FRT",
-        "NRT",
-        "RT",
-        "Business Hours"
-      ]
+      "EMPTY": {
+        "TITLE_1": "Enterprise P0",
+        "DESC_1": "Issues raised by enterprise customers, that require immediate attention.",
+        "TITLE_2": "Enterprise P1",
+        "DESC_2": "Issues raised by enterprise customers, that needs to be acknowledged quickly."
+      },
+      "BUSINESS_HOURS_ON": "Business hours on",
+      "BUSINESS_HOURS_OFF": "Business hours off",
+      "RESPONSE_TYPES": {
+        "FRT": "First response time threshold",
+        "NRT": "Next response time threshold",
+        "RT": "Resolution time threshold",
+        "SHORT_HAND": {
+          "FRT": "FRT",
+          "NRT": "NRT",
+          "RT": "RT"
+        }
+      }
     },
     "FORM": {
       "NAME": {
@@ -56,18 +65,32 @@
     },
     "ADD": {
       "TITLE": "Add SLA",
-      "DESC": "SLAs: Friendly promises for great service!",
+      "DESC": "Friendly promises for great service!",
       "API": {
         "SUCCESS_MESSAGE": "SLA added successfully",
         "ERROR_MESSAGE": "S'ha produït un error; tornau-ho a provar"
       }
     },
-    "EDIT": {
-      "TITLE": "Edit SLA",
+    "DELETE": {
+      "TITLE": "Delete SLA",
       "API": {
-        "SUCCESS_MESSAGE": "SLA updated successfully",
+        "SUCCESS_MESSAGE": "SLA deleted successfully",
         "ERROR_MESSAGE": "S'ha produït un error; tornau-ho a provar"
+      },
+      "CONFIRM": {
+        "TITLE": "Confirma l'esborrat",
+        "MESSAGE": "Are you sure you want to delete ",
+        "YES": "Si, esborra ",
+        "NO": "No, segueix "
       }
+    },
+    "EVENTS": {
+      "TITLE": "SLA Misses",
+      "FRT": "Primer temps de resposta",
+      "NRT": "Next response time",
+      "RT": "Resolution time",
+      "SHOW_MORE": "{count} more",
+      "HIDE": "Hide {count} rows"
     }
   }
 }

app/javascript/dashboard/i18n/locale/cs/contact.json

@@ -296,6 +296,8 @@
     "BUTTON": "Add custom attribute",
     "NOT_AVAILABLE": "There are no custom attributes available for this contact.",
     "COPY_SUCCESSFUL": "Úspěšně zkopírováno do schránky",
+    "SHOW_MORE": "Show all attributes",
+    "SHOW_LESS": "Show less attributes",
     "ACTIONS": {
       "COPY": "Copy attribute",
       "DELETE": "Delete attribute",

app/javascript/dashboard/i18n/locale/cs/contactFilters.json

@@ -44,7 +44,8 @@
       "CUSTOM_ATTRIBUTE_CHECKBOX": "Zaškrtávací pole",
       "CREATED_AT": "Vytvořeno",
       "LAST_ACTIVITY": "Poslední aktivita",
-      "REFERER_LINK": "Odkazující odkaz"
+      "REFERER_LINK": "Odkazující odkaz",
+      "BLOCKED": "Blocked"
     },
     "GROUPS": {
       "STANDARD_FILTERS": "Standardní filtry",

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

@@ -64,7 +64,14 @@
       "SNOOZED_UNTIL": "Snoozed until",
       "SNOOZED_UNTIL_TOMORROW": "Odloženo do zítřka",
       "SNOOZED_UNTIL_NEXT_WEEK": "Odloženo do příštího týdne",
-      "SNOOZED_UNTIL_NEXT_REPLY": "Odloženo do další odpovědi"
+      "SNOOZED_UNTIL_NEXT_REPLY": "Odloženo do další odpovědi",
+      "SLA_STATUS": {
+        "FRT": "FRT {status}",
+        "NRT": "NRT {status}",
+        "RT": "RT {status}",
+        "MISSED": "missed",
+        "DUE": "due"
+      }
     },
     "RESOLVE_DROPDOWN": {
       "MARK_PENDING": "Označit jako nevyřízené",

app/javascript/dashboard/i18n/locale/cs/general.json

@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}

app/javascript/dashboard/i18n/locale/cs/generalSettings.json

@@ -87,7 +87,10 @@
       "conversation_assignment": "Přiřazená konverzace",
       "assigned_conversation_new_message": "Nová zpráva",
       "participating_conversation_new_message": "Nová zpráva",
-      "conversation_mention": "Zmínka"
+      "conversation_mention": "Zmínka",
+      "sla_missed_first_response": "SLA Missed",
+      "sla_missed_next_response": "SLA Missed",
+      "sla_missed_resolution": "SLA Missed"
     }
   },
   "NETWORK": {

app/javascript/dashboard/i18n/locale/cs/inbox.json

@@ -4,24 +4,28 @@
       "TITLE": "Inbox",
       "DISPLAY_DROPDOWN": "Display",
       "LOADING": "Fetching notifications",
-      "EOF": "All notifications loaded 🎉",
       "404": "There are no active notifications in this group.",
       "NO_NOTIFICATIONS": "No notifications",
       "NOTE": "Notifications from all subscribed inboxes",
+      "NO_MESSAGES_AVAILABLE": "Oops! Not able to fetch messages",
       "SNOOZED_UNTIL": "Snoozed until",
       "SNOOZED_UNTIL_TOMORROW": "Odloženo do zítřka",
       "SNOOZED_UNTIL_NEXT_WEEK": "Odloženo do příštího týdne"
     },
     "ACTION_HEADER": {
       "SNOOZE": "Snooze notification",
-      "DELETE": "Delete notification"
+      "DELETE": "Delete notification",
+      "BACK": "Zpět"
     },
     "TYPES": {
       "CONVERSATION_MENTION": "You have been mentioned in a conversation",
       "CONVERSATION_CREATION": "New conversation created",
       "CONVERSATION_ASSIGNMENT": "A conversation has been assigned to you",
       "ASSIGNED_CONVERSATION_NEW_MESSAGE": "New message in an assigned conversation",
-      "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "New message in a conversation you are participating in"
+      "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "New message in a conversation you are participating in",
+      "SLA_MISSED_FIRST_RESPONSE": "SLA target first response missed for conversation",
+      "SLA_MISSED_NEXT_RESPONSE": "SLA target next response missed for conversation",
+      "SLA_MISSED_RESOLUTION": "SLA target resolution missed for conversation"
     },
     "MENU_ITEM": {
       "MARK_AS_READ": "Mark as read",

app/javascript/dashboard/i18n/locale/cs/report.json

@@ -35,6 +35,14 @@
         "NAME": "Počet rozlišení",
         "DESC": "( celkem)"
       },
+      "BOT_RESOLUTION_COUNT": {
+        "NAME": "Počet rozlišení",
+        "DESC": "( celkem)"
+      },
+      "BOT_HANDOFF_COUNT": {
+        "NAME": "Handoff Count",
+        "DESC": "( celkem)"
+      },
       "REPLY_TIME": {
         "NAME": "Customer waiting time",
         "TOOLTIP_TEXT": "Waiting time is %{metricValue} (based on %{conversationCount} replies)"
@@ -130,7 +138,11 @@
         "groupBy": "Měsíc"
       }
     ],
-    "BUSINESS_HOURS": "Pracovní doba"
+    "BUSINESS_HOURS": "Pracovní doba",
+    "FILTER_ACTIONS": {
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "Žádné výsledky"
+    }
   },
   "AGENT_REPORTS": {
     "HEADER": "Agents Overview",
@@ -433,6 +445,27 @@
       }
     }
   },
+  "BOT_REPORTS": {
+    "HEADER": "Bot Reports",
+    "METRIC": {
+      "TOTAL_CONVERSATIONS": {
+        "LABEL": "No. of Conversations",
+        "TOOLTIP": "Total number of conversations handled by the bot"
+      },
+      "TOTAL_RESPONSES": {
+        "LABEL": "Total Responses",
+        "TOOLTIP": "Total number of responses sent by the bot"
+      },
+      "RESOLUTION_RATE": {
+        "LABEL": "Resolution Rate",
+        "TOOLTIP": "Total number of conversations resolved by the bot / Total number of conversations handled by the bot * 100"
+      },
+      "HANDOFF_RATE": {
+        "LABEL": "Handoff Rate",
+        "TOOLTIP": "Total number of conversations handed off to agents / Total number of conversations handled by the bot * 100"
+      }
+    }
+  },
   "OVERVIEW_REPORTS": {
     "HEADER": "Overview",
     "LIVE": "Live",
@@ -476,5 +509,54 @@
     "THURSDAY": "Thursday",
     "FRIDAY": "Friday",
     "SATURDAY": "Saturday"
+  },
+  "SLA_REPORTS": {
+    "HEADER": "SLA Reports",
+    "NO_RECORDS": "SLA applied conversations are not available.",
+    "LOADING": "Loading SLA data...",
+    "DOWNLOAD_SLA_REPORTS": "Download SLA reports",
+    "DOWNLOAD_FAILED": "Failed to download SLA Reports",
+    "DROPDOWN": {
+      "ADD_FIlTER": "Add filter",
+      "CLEAR_ALL": "Clear all",
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "Žádné výsledky",
+      "NO_FILTER": "No filters available",
+      "SEARCH": "Search filter",
+      "INPUT_PLACEHOLDER": {
+        "SLA": "SLA name",
+        "AGENTS": "Jméno agenta",
+        "INBOXES": "Inbox name",
+        "LABELS": "Label name",
+        "TEAMS": "Team name"
+      },
+      "SLA": "SLA Policy",
+      "INBOXES": "Inbox",
+      "AGENTS": "Agent",
+      "LABELS": "Label",
+      "TEAMS": "Team"
+    },
+    "METRICS": {
+      "HIT_RATE": {
+        "LABEL": "Hit Rate",
+        "TOOLTIP": "Percentage of SLAs created were completed successfully"
+      },
+      "NO_OF_MISSES": {
+        "LABEL": "Number of Misses",
+        "TOOLTIP": "Total SLA misses in a certain period"
+      },
+      "NO_OF_CONVERSATIONS": {
+        "LABEL": "Number of Conversations",
+        "TOOLTIP": "Total number of conversations with SLA"
+      }
+    },
+    "TABLE": {
+      "HEADER": {
+        "POLICY": "Policy",
+        "CONVERSATION": "Conversation",
+        "AGENT": "Agent"
+      },
+      "VIEW_DETAILS": "View Details"
+    }
   }
 }

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

@@ -83,7 +83,10 @@
         "CONVERSATION_CREATION": "Odeslat oznámení e-mailem při vytváření nové konverzace",
         "CONVERSATION_MENTION": "Odeslat oznámení e-mailem, pokud jste zmíněni v konverzaci",
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Odeslat oznámení e-mailem, když je nová zpráva vytvořena v přiřazené konverzaci",
-        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Send email notifications when a new message is created in a participating conversation"
+        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Send email notifications when a new message is created in a participating conversation",
+        "SLA_MISSED_FIRST_RESPONSE": "Send email notifications when a conversation misses first response SLA",
+        "SLA_MISSED_NEXT_RESPONSE": "Send email notifications when a conversation misses next response SLA",
+        "SLA_MISSED_RESOLUTION": "Send email notifications when a conversation misses resolution SLA"
       },
       "API": {
         "UPDATE_SUCCESS": "Vaše předvolby oznámení byly úspěšně aktualizovány",
@@ -98,7 +101,10 @@
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Odeslat push oznámení, když je nová zpráva vytvořena v přiřazené konverzaci",
         "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Send push notifications when a new message is created in a participating conversation",
         "HAS_ENABLED_PUSH": "Povolili jste push pro tento prohlížeč.",
-        "REQUEST_PUSH": "Povolit push oznámení"
+        "REQUEST_PUSH": "Povolit push oznámení",
+        "SLA_MISSED_FIRST_RESPONSE": "Send push notifications when a conversation misses first response SLA",
+        "SLA_MISSED_NEXT_RESPONSE": "Send push notifications when a conversation misses next response SLA",
+        "SLA_MISSED_RESOLUTION": "Send push notifications when a conversation misses resolution SLA"
       },
       "PROFILE_IMAGE": {
         "LABEL": "Profil obrázek"
@@ -199,6 +205,7 @@
   "SIDEBAR": {
     "CURRENTLY_VIEWING_ACCOUNT": "Currently viewing:",
     "SWITCH": "Switch",
+    "INBOX_VIEW": "Inbox View",
     "CONVERSATIONS": "Konverzace",
     "INBOX": "Inbox",
     "ALL_CONVERSATIONS": "All Conversations",
@@ -237,6 +244,8 @@
     "CAMPAIGNS": "Kampaně",
     "ONGOING": "Ongoing",
     "ONE_OFF": "One off",
+    "REPORTS_SLA": "SLA",
+    "REPORTS_BOT": "Bot",
     "REPORTS_AGENT": "Agenti",
     "REPORTS_LABEL": "Štítky",
     "REPORTS_INBOX": "Inbox",

app/javascript/dashboard/i18n/locale/cs/sla.json

@@ -1,22 +1,31 @@
 {
   "SLA": {
     "HEADER": "SLA",
-    "HEADER_BTN_TXT": "Add SLA",
+    "ADD_ACTION": "Add SLA",
+    "ADD_ACTION_LONG": "Create a new SLA Policy",
+    "DESCRIPTION": "Service Level Agreements (SLAs) are contracts that define clear expectations between your team and customers. They establish standards for response and resolution times, creating a framework for accountability and ensures a consistent, high-quality experience.",
+    "LEARN_MORE": "Learn more about SLA",
     "LOADING": "Fetching SLAs",
-    "SEARCH_404": "Neexistují žádné položky odpovídající tomuto dotazu",
-    "SIDEBAR_TXT": "<p><b>SLA</b> <p>Think of Service Level Agreements (SLAs) like friendly promises between a service provider and a customer.</p> <p> These promises set clear expectations for things like how quickly the team will respond to issues, making sure you always get a reliable and top-notch experience!</p>",
     "LIST": {
       "404": "There are no SLAs available in this account.",
-      "TITLE": "Manage SLA",
-      "DESC": "SLAs: Friendly promises for great service!",
-      "TABLE_HEADER": [
-        "Název",
-        "Description",
-        "FRT",
-        "NRT",
-        "RT",
-        "Pracovní doba"
-      ]
+      "EMPTY": {
+        "TITLE_1": "Enterprise P0",
+        "DESC_1": "Issues raised by enterprise customers, that require immediate attention.",
+        "TITLE_2": "Enterprise P1",
+        "DESC_2": "Issues raised by enterprise customers, that needs to be acknowledged quickly."
+      },
+      "BUSINESS_HOURS_ON": "Business hours on",
+      "BUSINESS_HOURS_OFF": "Business hours off",
+      "RESPONSE_TYPES": {
+        "FRT": "First response time threshold",
+        "NRT": "Next response time threshold",
+        "RT": "Resolution time threshold",
+        "SHORT_HAND": {
+          "FRT": "FRT",
+          "NRT": "NRT",
+          "RT": "RT"
+        }
+      }
     },
     "FORM": {
       "NAME": {
@@ -56,18 +65,32 @@
     },
     "ADD": {
       "TITLE": "Add SLA",
-      "DESC": "SLAs: Friendly promises for great service!",
+      "DESC": "Friendly promises for great service!",
       "API": {
         "SUCCESS_MESSAGE": "SLA added successfully",
         "ERROR_MESSAGE": "Došlo k chybě, zkuste to prosím znovu"
       }
     },
-    "EDIT": {
-      "TITLE": "Edit SLA",
+    "DELETE": {
+      "TITLE": "Delete SLA",
       "API": {
-        "SUCCESS_MESSAGE": "SLA updated successfully",
+        "SUCCESS_MESSAGE": "SLA deleted successfully",
         "ERROR_MESSAGE": "Došlo k chybě, zkuste to prosím znovu"
+      },
+      "CONFIRM": {
+        "TITLE": "Potvrdit odstranění",
+        "MESSAGE": "Are you sure you want to delete ",
+        "YES": "Ano, odstranit ",
+        "NO": "Ne, zachovat "
       }
+    },
+    "EVENTS": {
+      "TITLE": "SLA Misses",
+      "FRT": "Čas první odpovědi",
+      "NRT": "Next response time",
+      "RT": "Resolution time",
+      "SHOW_MORE": "{count} more",
+      "HIDE": "Hide {count} rows"
     }
   }
 }

app/javascript/dashboard/i18n/locale/da/contact.json

@@ -296,6 +296,8 @@
     "BUTTON": "Tilføj brugerdefineret attribut",
     "NOT_AVAILABLE": "Der er ingen brugerdefinerede attributter tilgængelige for denne kontakt.",
     "COPY_SUCCESSFUL": "Kopiering til udklipsholder lykkedes",
+    "SHOW_MORE": "Show all attributes",
+    "SHOW_LESS": "Show less attributes",
     "ACTIONS": {
       "COPY": "Kopier attribut",
       "DELETE": "Slet egenskab",

app/javascript/dashboard/i18n/locale/da/contactFilters.json

@@ -44,7 +44,8 @@
       "CUSTOM_ATTRIBUTE_CHECKBOX": "Afkrydsningsfelt",
       "CREATED_AT": "Oprettet Den",
       "LAST_ACTIVITY": "Sidste Aktivitet",
-      "REFERER_LINK": "Link til reference"
+      "REFERER_LINK": "Link til reference",
+      "BLOCKED": "Blocked"
     },
     "GROUPS": {
       "STANDARD_FILTERS": "Standard Filtre",

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

@@ -64,7 +64,14 @@
       "SNOOZED_UNTIL": "Snoozed until",
       "SNOOZED_UNTIL_TOMORROW": "Udsat til i morgen",
       "SNOOZED_UNTIL_NEXT_WEEK": "Udsat indtil næste uge",
-      "SNOOZED_UNTIL_NEXT_REPLY": "Udsat indtil næste svar"
+      "SNOOZED_UNTIL_NEXT_REPLY": "Udsat indtil næste svar",
+      "SLA_STATUS": {
+        "FRT": "FRT {status}",
+        "NRT": "NRT {status}",
+        "RT": "RT {status}",
+        "MISSED": "missed",
+        "DUE": "due"
+      }
     },
     "RESOLVE_DROPDOWN": {
       "MARK_PENDING": "Markér som afventende",

app/javascript/dashboard/i18n/locale/da/general.json

@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}

app/javascript/dashboard/i18n/locale/da/generalSettings.json

@@ -87,7 +87,10 @@
       "conversation_assignment": "Samtale Tildelt",
       "assigned_conversation_new_message": "Ny Besked",
       "participating_conversation_new_message": "Ny Besked",
-      "conversation_mention": "Omtale"
+      "conversation_mention": "Omtale",
+      "sla_missed_first_response": "SLA Missed",
+      "sla_missed_next_response": "SLA Missed",
+      "sla_missed_resolution": "SLA Missed"
     }
   },
   "NETWORK": {

app/javascript/dashboard/i18n/locale/da/inbox.json

@@ -4,24 +4,28 @@
       "TITLE": "Indbakke",
       "DISPLAY_DROPDOWN": "Display",
       "LOADING": "Fetching notifications",
-      "EOF": "All notifications loaded 🎉",
       "404": "There are no active notifications in this group.",
       "NO_NOTIFICATIONS": "No notifications",
       "NOTE": "Notifications from all subscribed inboxes",
+      "NO_MESSAGES_AVAILABLE": "Oops! Not able to fetch messages",
       "SNOOZED_UNTIL": "Snoozed until",
       "SNOOZED_UNTIL_TOMORROW": "Udsat til i morgen",
       "SNOOZED_UNTIL_NEXT_WEEK": "Udsat indtil næste uge"
     },
     "ACTION_HEADER": {
       "SNOOZE": "Snooze notification",
-      "DELETE": "Delete notification"
+      "DELETE": "Delete notification",
+      "BACK": "Tilbage"
     },
     "TYPES": {
       "CONVERSATION_MENTION": "You have been mentioned in a conversation",
       "CONVERSATION_CREATION": "New conversation created",
       "CONVERSATION_ASSIGNMENT": "A conversation has been assigned to you",
       "ASSIGNED_CONVERSATION_NEW_MESSAGE": "New message in an assigned conversation",
-      "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "New message in a conversation you are participating in"
+      "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "New message in a conversation you are participating in",
+      "SLA_MISSED_FIRST_RESPONSE": "SLA target first response missed for conversation",
+      "SLA_MISSED_NEXT_RESPONSE": "SLA target next response missed for conversation",
+      "SLA_MISSED_RESOLUTION": "SLA target resolution missed for conversation"
     },
     "MENU_ITEM": {
       "MARK_AS_READ": "Mark as read",

app/javascript/dashboard/i18n/locale/da/report.json

@@ -35,6 +35,14 @@
         "NAME": "Antal Afsluttede",
         "DESC": "( Total )"
       },
+      "BOT_RESOLUTION_COUNT": {
+        "NAME": "Antal Afsluttede",
+        "DESC": "( Total )"
+      },
+      "BOT_HANDOFF_COUNT": {
+        "NAME": "Handoff Count",
+        "DESC": "( Total )"
+      },
       "REPLY_TIME": {
         "NAME": "Customer waiting time",
         "TOOLTIP_TEXT": "Waiting time is %{metricValue} (based on %{conversationCount} replies)"
@@ -130,7 +138,11 @@
         "groupBy": "Måned"
       }
     ],
-    "BUSINESS_HOURS": "Forretningstider"
+    "BUSINESS_HOURS": "Forretningstider",
+    "FILTER_ACTIONS": {
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "Ingen resultater fundet"
+    }
   },
   "AGENT_REPORTS": {
     "HEADER": "Agenter Oversigt",
@@ -433,6 +445,27 @@
       }
     }
   },
+  "BOT_REPORTS": {
+    "HEADER": "Bot Reports",
+    "METRIC": {
+      "TOTAL_CONVERSATIONS": {
+        "LABEL": "No. of Conversations",
+        "TOOLTIP": "Total number of conversations handled by the bot"
+      },
+      "TOTAL_RESPONSES": {
+        "LABEL": "Total Responses",
+        "TOOLTIP": "Total number of responses sent by the bot"
+      },
+      "RESOLUTION_RATE": {
+        "LABEL": "Resolution Rate",
+        "TOOLTIP": "Total number of conversations resolved by the bot / Total number of conversations handled by the bot * 100"
+      },
+      "HANDOFF_RATE": {
+        "LABEL": "Handoff Rate",
+        "TOOLTIP": "Total number of conversations handed off to agents / Total number of conversations handled by the bot * 100"
+      }
+    }
+  },
   "OVERVIEW_REPORTS": {
     "HEADER": "Oversigt",
     "LIVE": "Levende",
@@ -476,5 +509,54 @@
     "THURSDAY": "Thursday",
     "FRIDAY": "Friday",
     "SATURDAY": "Saturday"
+  },
+  "SLA_REPORTS": {
+    "HEADER": "SLA Reports",
+    "NO_RECORDS": "SLA applied conversations are not available.",
+    "LOADING": "Loading SLA data...",
+    "DOWNLOAD_SLA_REPORTS": "Download SLA reports",
+    "DOWNLOAD_FAILED": "Failed to download SLA Reports",
+    "DROPDOWN": {
+      "ADD_FIlTER": "Add filter",
+      "CLEAR_ALL": "Clear all",
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "Ingen resultater fundet",
+      "NO_FILTER": "No filters available",
+      "SEARCH": "Search filter",
+      "INPUT_PLACEHOLDER": {
+        "SLA": "SLA name",
+        "AGENTS": "Agentens navn",
+        "INBOXES": "Indbakkens navn",
+        "LABELS": "Etiket Navn",
+        "TEAMS": "Team navn"
+      },
+      "SLA": "SLA Policy",
+      "INBOXES": "Indbakke",
+      "AGENTS": "Agent",
+      "LABELS": "Etiketter",
+      "TEAMS": "Team"
+    },
+    "METRICS": {
+      "HIT_RATE": {
+        "LABEL": "Hit Rate",
+        "TOOLTIP": "Percentage of SLAs created were completed successfully"
+      },
+      "NO_OF_MISSES": {
+        "LABEL": "Number of Misses",
+        "TOOLTIP": "Total SLA misses in a certain period"
+      },
+      "NO_OF_CONVERSATIONS": {
+        "LABEL": "Number of Conversations",
+        "TOOLTIP": "Total number of conversations with SLA"
+      }
+    },
+    "TABLE": {
+      "HEADER": {
+        "POLICY": "Policy",
+        "CONVERSATION": "Samtale",
+        "AGENT": "Agent"
+      },
+      "VIEW_DETAILS": "View Details"
+    }
   }
 }

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

@@ -83,7 +83,10 @@
         "CONVERSATION_CREATION": "Send e-mail notifikationer når en ny samtale er oprettet",
         "CONVERSATION_MENTION": "Send e-mail notifikationer, når du er nævnt i en samtale",
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Send e-mail notifikationer når en ny besked er oprettet i en tildelt samtale",
-        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Send email notifications when a new message is created in a participating conversation"
+        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Send email notifications when a new message is created in a participating conversation",
+        "SLA_MISSED_FIRST_RESPONSE": "Send email notifications when a conversation misses first response SLA",
+        "SLA_MISSED_NEXT_RESPONSE": "Send email notifications when a conversation misses next response SLA",
+        "SLA_MISSED_RESOLUTION": "Send email notifications when a conversation misses resolution SLA"
       },
       "API": {
         "UPDATE_SUCCESS": "Dine notifikationsindstillinger er opdateret",
@@ -98,7 +101,10 @@
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Send push-notifikationer, når en ny besked oprettes i en tildelt samtale",
         "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Send push notifications when a new message is created in a participating conversation",
         "HAS_ENABLED_PUSH": "Du har aktiveret push for denne browser.",
-        "REQUEST_PUSH": "Aktivér push-notifikationer"
+        "REQUEST_PUSH": "Aktivér push-notifikationer",
+        "SLA_MISSED_FIRST_RESPONSE": "Send push notifications when a conversation misses first response SLA",
+        "SLA_MISSED_NEXT_RESPONSE": "Send push notifications when a conversation misses next response SLA",
+        "SLA_MISSED_RESOLUTION": "Send push notifications when a conversation misses resolution SLA"
       },
       "PROFILE_IMAGE": {
         "LABEL": "Profilbillede"
@@ -199,6 +205,7 @@
   "SIDEBAR": {
     "CURRENTLY_VIEWING_ACCOUNT": "Vises nu:",
     "SWITCH": "Skift",
+    "INBOX_VIEW": "Inbox View",
     "CONVERSATIONS": "Samtaler",
     "INBOX": "Indbakke",
     "ALL_CONVERSATIONS": "Alle Samtaler",
@@ -237,6 +244,8 @@
     "CAMPAIGNS": "Kampagner",
     "ONGOING": "Igangværende",
     "ONE_OFF": "En rabat",
+    "REPORTS_SLA": "SLA",
+    "REPORTS_BOT": "Bot",
     "REPORTS_AGENT": "Agenter",
     "REPORTS_LABEL": "Etiketter",
     "REPORTS_INBOX": "Indbakke",

app/javascript/dashboard/i18n/locale/da/sla.json

@@ -1,22 +1,31 @@
 {
   "SLA": {
     "HEADER": "SLA",
-    "HEADER_BTN_TXT": "Add SLA",
+    "ADD_ACTION": "Add SLA",
+    "ADD_ACTION_LONG": "Create a new SLA Policy",
+    "DESCRIPTION": "Service Level Agreements (SLAs) are contracts that define clear expectations between your team and customers. They establish standards for response and resolution times, creating a framework for accountability and ensures a consistent, high-quality experience.",
+    "LEARN_MORE": "Learn more about SLA",
     "LOADING": "Fetching SLAs",
-    "SEARCH_404": "Der er ingen elementer, der matcher denne forespørgsel",
-    "SIDEBAR_TXT": "<p><b>SLA</b> <p>Think of Service Level Agreements (SLAs) like friendly promises between a service provider and a customer.</p> <p> These promises set clear expectations for things like how quickly the team will respond to issues, making sure you always get a reliable and top-notch experience!</p>",
     "LIST": {
       "404": "There are no SLAs available in this account.",
-      "TITLE": "Manage SLA",
-      "DESC": "SLAs: Friendly promises for great service!",
-      "TABLE_HEADER": [
-        "Navn",
-        "Beskrivelse",
-        "FRT",
-        "NRT",
-        "RT",
-        "Forretningstider"
-      ]
+      "EMPTY": {
+        "TITLE_1": "Enterprise P0",
+        "DESC_1": "Issues raised by enterprise customers, that require immediate attention.",
+        "TITLE_2": "Enterprise P1",
+        "DESC_2": "Issues raised by enterprise customers, that needs to be acknowledged quickly."
+      },
+      "BUSINESS_HOURS_ON": "Business hours on",
+      "BUSINESS_HOURS_OFF": "Business hours off",
+      "RESPONSE_TYPES": {
+        "FRT": "First response time threshold",
+        "NRT": "Next response time threshold",
+        "RT": "Resolution time threshold",
+        "SHORT_HAND": {
+          "FRT": "FRT",
+          "NRT": "NRT",
+          "RT": "RT"
+        }
+      }
     },
     "FORM": {
       "NAME": {
@@ -56,18 +65,32 @@
     },
     "ADD": {
       "TITLE": "Add SLA",
-      "DESC": "SLAs: Friendly promises for great service!",
+      "DESC": "Friendly promises for great service!",
       "API": {
         "SUCCESS_MESSAGE": "SLA added successfully",
         "ERROR_MESSAGE": "Der opstod en fejl. Prøv venligst igen"
       }
     },
-    "EDIT": {
-      "TITLE": "Edit SLA",
+    "DELETE": {
+      "TITLE": "Delete SLA",
       "API": {
-        "SUCCESS_MESSAGE": "SLA updated successfully",
+        "SUCCESS_MESSAGE": "SLA deleted successfully",
         "ERROR_MESSAGE": "Der opstod en fejl. Prøv venligst igen"
+      },
+      "CONFIRM": {
+        "TITLE": "Bekræft Sletning",
+        "MESSAGE": "Are you sure you want to delete ",
+        "YES": "Ja, Slet ",
+        "NO": "Nej, Behold "
       }
+    },
+    "EVENTS": {
+      "TITLE": "SLA Misses",
+      "FRT": "Første svartid",
+      "NRT": "Next response time",
+      "RT": "Resolution time",
+      "SHOW_MORE": "{count} more",
+      "HIDE": "Hide {count} rows"
     }
   }
 }

app/javascript/dashboard/i18n/locale/de/contact.json

@@ -296,6 +296,8 @@
     "BUTTON": "Eigenes Attribut hinzufügen",
     "NOT_AVAILABLE": "Für diesen Kontakt sind keine benutzerdefinierten Attribute verfügbar.",
     "COPY_SUCCESSFUL": "Erfolgreich in die Zwischenablage kopiert",
+    "SHOW_MORE": "Show all attributes",
+    "SHOW_LESS": "Show less attributes",
     "ACTIONS": {
       "COPY": "Attribut kopieren",
       "DELETE": "Attribut löschen",

app/javascript/dashboard/i18n/locale/de/contactFilters.json

@@ -44,7 +44,8 @@
       "CUSTOM_ATTRIBUTE_CHECKBOX": "Checkbox",
       "CREATED_AT": "Erstellt am",
       "LAST_ACTIVITY": "Letzte Aktivität",
-      "REFERER_LINK": "Verweis-Link"
+      "REFERER_LINK": "Verweis-Link",
+      "BLOCKED": "Blocked"
     },
     "GROUPS": {
       "STANDARD_FILTERS": "Standardfilter",

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

@@ -64,7 +64,14 @@
       "SNOOZED_UNTIL": "Stummschalten bis",
       "SNOOZED_UNTIL_TOMORROW": "Schlummern bis morgen",
       "SNOOZED_UNTIL_NEXT_WEEK": "Schlummern bis nächste Woche",
-      "SNOOZED_UNTIL_NEXT_REPLY": "Schlummern bis zur nächsten Antwort"
+      "SNOOZED_UNTIL_NEXT_REPLY": "Schlummern bis zur nächsten Antwort",
+      "SLA_STATUS": {
+        "FRT": "FRT {status}",
+        "NRT": "NRT {status}",
+        "RT": "RT {status}",
+        "MISSED": "missed",
+        "DUE": "due"
+      }
     },
     "RESOLVE_DROPDOWN": {
       "MARK_PENDING": "Als ausstehend markieren",

app/javascript/dashboard/i18n/locale/de/general.json

@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}

app/javascript/dashboard/i18n/locale/de/generalSettings.json

@@ -87,7 +87,10 @@
       "conversation_assignment": "Konversation zugewiesen",
       "assigned_conversation_new_message": "Neue Nachricht",
       "participating_conversation_new_message": "Neue Nachricht",
-      "conversation_mention": "Erwähnung"
+      "conversation_mention": "Erwähnung",
+      "sla_missed_first_response": "SLA Missed",
+      "sla_missed_next_response": "SLA Missed",
+      "sla_missed_resolution": "SLA Missed"
     }
   },
   "NETWORK": {

app/javascript/dashboard/i18n/locale/de/inbox.json

@@ -4,24 +4,28 @@
       "TITLE": "Posteingang",
       "DISPLAY_DROPDOWN": "Display",
       "LOADING": "Fetching notifications",
-      "EOF": "Alle Benachrichtigungen geladen 🎉",
       "404": "There are no active notifications in this group.",
       "NO_NOTIFICATIONS": "No notifications",
       "NOTE": "Notifications from all subscribed inboxes",
+      "NO_MESSAGES_AVAILABLE": "Oops! Not able to fetch messages",
       "SNOOZED_UNTIL": "Stummschalten bis",
       "SNOOZED_UNTIL_TOMORROW": "Schlummern bis morgen",
       "SNOOZED_UNTIL_NEXT_WEEK": "Schlummern bis nächste Woche"
     },
     "ACTION_HEADER": {
       "SNOOZE": "Snooze notification",
-      "DELETE": "Delete notification"
+      "DELETE": "Delete notification",
+      "BACK": "Zurück"
     },
     "TYPES": {
       "CONVERSATION_MENTION": "You have been mentioned in a conversation",
       "CONVERSATION_CREATION": "New conversation created",
       "CONVERSATION_ASSIGNMENT": "A conversation has been assigned to you",
       "ASSIGNED_CONVERSATION_NEW_MESSAGE": "New message in an assigned conversation",
-      "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "New message in a conversation you are participating in"
+      "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "New message in a conversation you are participating in",
+      "SLA_MISSED_FIRST_RESPONSE": "SLA target first response missed for conversation",
+      "SLA_MISSED_NEXT_RESPONSE": "SLA target next response missed for conversation",
+      "SLA_MISSED_RESOLUTION": "SLA target resolution missed for conversation"
     },
     "MENU_ITEM": {
       "MARK_AS_READ": "Mark as read",

app/javascript/dashboard/i18n/locale/de/report.json

@@ -35,6 +35,14 @@
         "NAME": "Auflösungsanzahl",
         "DESC": "( Gesamt )"
       },
+      "BOT_RESOLUTION_COUNT": {
+        "NAME": "Auflösungsanzahl",
+        "DESC": "( Gesamt )"
+      },
+      "BOT_HANDOFF_COUNT": {
+        "NAME": "Handoff Count",
+        "DESC": "( Gesamt )"
+      },
       "REPLY_TIME": {
         "NAME": "Customer waiting time",
         "TOOLTIP_TEXT": "Waiting time is %{metricValue} (based on %{conversationCount} replies)"
@@ -130,7 +138,11 @@
         "groupBy": "Monat"
       }
     ],
-    "BUSINESS_HOURS": "Öffnungszeiten"
+    "BUSINESS_HOURS": "Öffnungszeiten",
+    "FILTER_ACTIONS": {
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "Keine Ergebnisse gefunden"
+    }
   },
   "AGENT_REPORTS": {
     "HEADER": "Agenten-Übersicht",
@@ -433,6 +445,27 @@
       }
     }
   },
+  "BOT_REPORTS": {
+    "HEADER": "Bot Reports",
+    "METRIC": {
+      "TOTAL_CONVERSATIONS": {
+        "LABEL": "No. of Conversations",
+        "TOOLTIP": "Total number of conversations handled by the bot"
+      },
+      "TOTAL_RESPONSES": {
+        "LABEL": "Total Responses",
+        "TOOLTIP": "Total number of responses sent by the bot"
+      },
+      "RESOLUTION_RATE": {
+        "LABEL": "Resolution Rate",
+        "TOOLTIP": "Total number of conversations resolved by the bot / Total number of conversations handled by the bot * 100"
+      },
+      "HANDOFF_RATE": {
+        "LABEL": "Handoff Rate",
+        "TOOLTIP": "Total number of conversations handed off to agents / Total number of conversations handled by the bot * 100"
+      }
+    }
+  },
   "OVERVIEW_REPORTS": {
     "HEADER": "Übersicht",
     "LIVE": "Live",
@@ -476,5 +509,54 @@
     "THURSDAY": "Thursday",
     "FRIDAY": "Friday",
     "SATURDAY": "Saturday"
+  },
+  "SLA_REPORTS": {
+    "HEADER": "SLA Reports",
+    "NO_RECORDS": "SLA applied conversations are not available.",
+    "LOADING": "Loading SLA data...",
+    "DOWNLOAD_SLA_REPORTS": "Download SLA reports",
+    "DOWNLOAD_FAILED": "Failed to download SLA Reports",
+    "DROPDOWN": {
+      "ADD_FIlTER": "Add filter",
+      "CLEAR_ALL": "Clear all",
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "Keine Ergebnisse gefunden",
+      "NO_FILTER": "No filters available",
+      "SEARCH": "Search filter",
+      "INPUT_PLACEHOLDER": {
+        "SLA": "SLA name",
+        "AGENTS": "Agentenname",
+        "INBOXES": "Posteingangsname",
+        "LABELS": "Labelname",
+        "TEAMS": "Teamname"
+      },
+      "SLA": "SLA Policy",
+      "INBOXES": "Posteingang",
+      "AGENTS": "Agent",
+      "LABELS": "Label",
+      "TEAMS": "Team"
+    },
+    "METRICS": {
+      "HIT_RATE": {
+        "LABEL": "Hit Rate",
+        "TOOLTIP": "Percentage of SLAs created were completed successfully"
+      },
+      "NO_OF_MISSES": {
+        "LABEL": "Number of Misses",
+        "TOOLTIP": "Total SLA misses in a certain period"
+      },
+      "NO_OF_CONVERSATIONS": {
+        "LABEL": "Number of Conversations",
+        "TOOLTIP": "Total number of conversations with SLA"
+      }
+    },
+    "TABLE": {
+      "HEADER": {
+        "POLICY": "Policy",
+        "CONVERSATION": "Konversation",
+        "AGENT": "Agent"
+      },
+      "VIEW_DETAILS": "View Details"
+    }
   }
 }

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

@@ -83,7 +83,10 @@
         "CONVERSATION_CREATION": "Senden Sie E-Mail-Benachrichtigungen, wenn eine neue Konversation erstellt wird",
         "CONVERSATION_MENTION": "Senden Sie E-Mail-Benachrichtigungen, wenn Sie in einer Konversation erwähnt werden",
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Senden Sie E-Mail-Benachrichtigungen, wenn eine neue Nachricht in einer zugewiesenen Konversation erstellt wird",
-        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "E-Mail-Benachrichtigungen senden, wenn eine neue Nachricht in einer zugewiesenen Konversation erstellt wird"
+        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "E-Mail-Benachrichtigungen senden, wenn eine neue Nachricht in einer zugewiesenen Konversation erstellt wird",
+        "SLA_MISSED_FIRST_RESPONSE": "Send email notifications when a conversation misses first response SLA",
+        "SLA_MISSED_NEXT_RESPONSE": "Send email notifications when a conversation misses next response SLA",
+        "SLA_MISSED_RESOLUTION": "Send email notifications when a conversation misses resolution SLA"
       },
       "API": {
         "UPDATE_SUCCESS": "Ihre Benachrichtigungseinstellungen wurden erfolgreich aktualisiert",
@@ -98,7 +101,10 @@
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Senden Sie Push-Benachrichtigungen, wenn eine neue Nachricht in einer zugewiesenen Konversation erstellt wird",
         "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Sende Push-Benachrichtigungen, wenn eine neue Nachricht in einer zugewiesenen Konversation erstellt wird",
         "HAS_ENABLED_PUSH": "Sie haben die Push-Benachrichtigung für diesen Browser aktiviert.",
-        "REQUEST_PUSH": "Push-Benachrichtigungen aktivieren"
+        "REQUEST_PUSH": "Push-Benachrichtigungen aktivieren",
+        "SLA_MISSED_FIRST_RESPONSE": "Send push notifications when a conversation misses first response SLA",
+        "SLA_MISSED_NEXT_RESPONSE": "Send push notifications when a conversation misses next response SLA",
+        "SLA_MISSED_RESOLUTION": "Send push notifications when a conversation misses resolution SLA"
       },
       "PROFILE_IMAGE": {
         "LABEL": "Profilbild"
@@ -199,6 +205,7 @@
   "SIDEBAR": {
     "CURRENTLY_VIEWING_ACCOUNT": "Wird gerade angezeigt:",
     "SWITCH": "Wechseln",
+    "INBOX_VIEW": "Inbox View",
     "CONVERSATIONS": "Gespräche",
     "INBOX": "Posteingang",
     "ALL_CONVERSATIONS": "Alle Konversationen",
@@ -237,6 +244,8 @@
     "CAMPAIGNS": "Kampagnen",
     "ONGOING": "Im Gange",
     "ONE_OFF": "Einmalig",
+    "REPORTS_SLA": "SLA",
+    "REPORTS_BOT": "Bot",
     "REPORTS_AGENT": "Agenten",
     "REPORTS_LABEL": "Labels",
     "REPORTS_INBOX": "Posteingang",

app/javascript/dashboard/i18n/locale/de/sla.json

@@ -1,22 +1,31 @@
 {
   "SLA": {
     "HEADER": "SLA",
-    "HEADER_BTN_TXT": "Add SLA",
+    "ADD_ACTION": "Add SLA",
+    "ADD_ACTION_LONG": "Create a new SLA Policy",
+    "DESCRIPTION": "Service Level Agreements (SLAs) are contracts that define clear expectations between your team and customers. They establish standards for response and resolution times, creating a framework for accountability and ensures a consistent, high-quality experience.",
+    "LEARN_MORE": "Learn more about SLA",
     "LOADING": "Fetching SLAs",
-    "SEARCH_404": "Es gibt keine Elemente, die dieser Abfrage entsprechen",
-    "SIDEBAR_TXT": "<p><b>SLA</b> <p>Think of Service Level Agreements (SLAs) like friendly promises between a service provider and a customer.</p> <p> These promises set clear expectations for things like how quickly the team will respond to issues, making sure you always get a reliable and top-notch experience!</p>",
     "LIST": {
       "404": "There are no SLAs available in this account.",
-      "TITLE": "Manage SLA",
-      "DESC": "SLAs: Friendly promises for great service!",
-      "TABLE_HEADER": [
-        "Name",
-        "Beschreibung",
-        "FRT",
-        "NRT",
-        "RT",
-        "Öffnungszeiten"
-      ]
+      "EMPTY": {
+        "TITLE_1": "Enterprise P0",
+        "DESC_1": "Issues raised by enterprise customers, that require immediate attention.",
+        "TITLE_2": "Enterprise P1",
+        "DESC_2": "Issues raised by enterprise customers, that needs to be acknowledged quickly."
+      },
+      "BUSINESS_HOURS_ON": "Business hours on",
+      "BUSINESS_HOURS_OFF": "Business hours off",
+      "RESPONSE_TYPES": {
+        "FRT": "First response time threshold",
+        "NRT": "Next response time threshold",
+        "RT": "Resolution time threshold",
+        "SHORT_HAND": {
+          "FRT": "FRT",
+          "NRT": "NRT",
+          "RT": "RT"
+        }
+      }
     },
     "FORM": {
       "NAME": {
@@ -56,18 +65,32 @@
     },
     "ADD": {
       "TITLE": "Add SLA",
-      "DESC": "SLAs: Friendly promises for great service!",
+      "DESC": "Friendly promises for great service!",
       "API": {
         "SUCCESS_MESSAGE": "SLA added successfully",
         "ERROR_MESSAGE": "Es ist ein Fehler aufgetreten, bitte versuchen Sie es erneut"
       }
     },
-    "EDIT": {
-      "TITLE": "Edit SLA",
+    "DELETE": {
+      "TITLE": "Delete SLA",
       "API": {
-        "SUCCESS_MESSAGE": "SLA updated successfully",
+        "SUCCESS_MESSAGE": "SLA deleted successfully",
         "ERROR_MESSAGE": "Es ist ein Fehler aufgetreten, bitte versuchen Sie es erneut"
+      },
+      "CONFIRM": {
+        "TITLE": "Löschung bestätigen",
+        "MESSAGE": "Are you sure you want to delete ",
+        "YES": "Ja, löschen ",
+        "NO": "Nein, behalten "
       }
+    },
+    "EVENTS": {
+      "TITLE": "SLA Misses",
+      "FRT": "Erste Antwortzeit",
+      "NRT": "Next response time",
+      "RT": "Resolution time",
+      "SHOW_MORE": "{count} more",
+      "HIDE": "Hide {count} rows"
     }
   }
 }

app/javascript/dashboard/i18n/locale/el/contact.json

@@ -296,6 +296,8 @@
     "BUTTON": "Προσθήκη προσαρμοσμένης ιδιότητας",
     "NOT_AVAILABLE": "Δεν υπάρχουν διαθέσιμες προσαρμοσμένες ιδιότητες για αυτήν την επαφή.",
     "COPY_SUCCESSFUL": "Αντιγράφτηκε με επιτυχία στο πρόχειρο",
+    "SHOW_MORE": "Show all attributes",
+    "SHOW_LESS": "Show less attributes",
     "ACTIONS": {
       "COPY": "Αντιγραφή ιδιότητας",
       "DELETE": "Διαγραφή ιδιότητας",

app/javascript/dashboard/i18n/locale/el/contactFilters.json

@@ -44,7 +44,8 @@
       "CUSTOM_ATTRIBUTE_CHECKBOX": "Checkbox",
       "CREATED_AT": "Δημιουργήθηκε στις",
       "LAST_ACTIVITY": "Τελευταία Δραστηριότητα",
-      "REFERER_LINK": "Σύνδεσμος αναφοράς"
+      "REFERER_LINK": "Σύνδεσμος αναφοράς",
+      "BLOCKED": "Blocked"
     },
     "GROUPS": {
       "STANDARD_FILTERS": "Τυπικά Φίλτρα",

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

@@ -64,7 +64,14 @@
       "SNOOZED_UNTIL": "Snoozed until",
       "SNOOZED_UNTIL_TOMORROW": "Αναβλήθηκε μέχρι αύριο",
       "SNOOZED_UNTIL_NEXT_WEEK": "Αναβολή έως την επόμενη εβδομάδα",
-      "SNOOZED_UNTIL_NEXT_REPLY": "Αναβολή έως την επόμενη απάντηση"
+      "SNOOZED_UNTIL_NEXT_REPLY": "Αναβολή έως την επόμενη απάντηση",
+      "SLA_STATUS": {
+        "FRT": "FRT {status}",
+        "NRT": "NRT {status}",
+        "RT": "RT {status}",
+        "MISSED": "missed",
+        "DUE": "due"
+      }
     },
     "RESOLVE_DROPDOWN": {
       "MARK_PENDING": "Σήμανση ως εκκρεμής",

app/javascript/dashboard/i18n/locale/el/general.json

@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}

app/javascript/dashboard/i18n/locale/el/generalSettings.json

@@ -87,7 +87,10 @@
       "conversation_assignment": "Η Συνομιλία Ανατέθηκε",
       "assigned_conversation_new_message": "Νέο Μήνυμα",
       "participating_conversation_new_message": "Νέο Μήνυμα",
-      "conversation_mention": "Αναφορά"
+      "conversation_mention": "Αναφορά",
+      "sla_missed_first_response": "SLA Missed",
+      "sla_missed_next_response": "SLA Missed",
+      "sla_missed_resolution": "SLA Missed"
     }
   },
   "NETWORK": {

app/javascript/dashboard/i18n/locale/el/inbox.json

@@ -4,24 +4,28 @@
       "TITLE": "Εισερχόμενα",
       "DISPLAY_DROPDOWN": "Display",
       "LOADING": "Fetching notifications",
-      "EOF": "All notifications loaded 🎉",
       "404": "There are no active notifications in this group.",
       "NO_NOTIFICATIONS": "No notifications",
       "NOTE": "Notifications from all subscribed inboxes",
+      "NO_MESSAGES_AVAILABLE": "Oops! Not able to fetch messages",
       "SNOOZED_UNTIL": "Snoozed until",
       "SNOOZED_UNTIL_TOMORROW": "Αναβλήθηκε μέχρι αύριο",
       "SNOOZED_UNTIL_NEXT_WEEK": "Αναβολή έως την επόμενη εβδομάδα"
     },
     "ACTION_HEADER": {
       "SNOOZE": "Snooze notification",
-      "DELETE": "Delete notification"
+      "DELETE": "Delete notification",
+      "BACK": "Πίσω"
     },
     "TYPES": {
       "CONVERSATION_MENTION": "You have been mentioned in a conversation",
       "CONVERSATION_CREATION": "New conversation created",
       "CONVERSATION_ASSIGNMENT": "A conversation has been assigned to you",
       "ASSIGNED_CONVERSATION_NEW_MESSAGE": "New message in an assigned conversation",
-      "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "New message in a conversation you are participating in"
+      "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "New message in a conversation you are participating in",
+      "SLA_MISSED_FIRST_RESPONSE": "SLA target first response missed for conversation",
+      "SLA_MISSED_NEXT_RESPONSE": "SLA target next response missed for conversation",
+      "SLA_MISSED_RESOLUTION": "SLA target resolution missed for conversation"
     },
     "MENU_ITEM": {
       "MARK_AS_READ": "Mark as read",

app/javascript/dashboard/i18n/locale/el/report.json

@@ -35,6 +35,14 @@
         "NAME": "Αριθμός Αναλύσεων",
         "DESC": "(Σύνολο)"
       },
+      "BOT_RESOLUTION_COUNT": {
+        "NAME": "Αριθμός Αναλύσεων",
+        "DESC": "(Σύνολο)"
+      },
+      "BOT_HANDOFF_COUNT": {
+        "NAME": "Handoff Count",
+        "DESC": "(Σύνολο)"
+      },
       "REPLY_TIME": {
         "NAME": "Customer waiting time",
         "TOOLTIP_TEXT": "Waiting time is %{metricValue} (based on %{conversationCount} replies)"
@@ -130,7 +138,11 @@
         "groupBy": "Μήνα"
       }
     ],
-    "BUSINESS_HOURS": "Ώρες Εργασίας"
+    "BUSINESS_HOURS": "Ώρες Εργασίας",
+    "FILTER_ACTIONS": {
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "Δεν βρέθηκαν αποτελέσματα"
+    }
   },
   "AGENT_REPORTS": {
     "HEADER": "Επισκόπηση Πρακτόρων",
@@ -433,6 +445,27 @@
       }
     }
   },
+  "BOT_REPORTS": {
+    "HEADER": "Bot Reports",
+    "METRIC": {
+      "TOTAL_CONVERSATIONS": {
+        "LABEL": "No. of Conversations",
+        "TOOLTIP": "Total number of conversations handled by the bot"
+      },
+      "TOTAL_RESPONSES": {
+        "LABEL": "Total Responses",
+        "TOOLTIP": "Total number of responses sent by the bot"
+      },
+      "RESOLUTION_RATE": {
+        "LABEL": "Resolution Rate",
+        "TOOLTIP": "Total number of conversations resolved by the bot / Total number of conversations handled by the bot * 100"
+      },
+      "HANDOFF_RATE": {
+        "LABEL": "Handoff Rate",
+        "TOOLTIP": "Total number of conversations handed off to agents / Total number of conversations handled by the bot * 100"
+      }
+    }
+  },
   "OVERVIEW_REPORTS": {
     "HEADER": "Επισκόπηση",
     "LIVE": "Ζωντανά",
@@ -476,5 +509,54 @@
     "THURSDAY": "Thursday",
     "FRIDAY": "Friday",
     "SATURDAY": "Saturday"
+  },
+  "SLA_REPORTS": {
+    "HEADER": "SLA Reports",
+    "NO_RECORDS": "SLA applied conversations are not available.",
+    "LOADING": "Loading SLA data...",
+    "DOWNLOAD_SLA_REPORTS": "Download SLA reports",
+    "DOWNLOAD_FAILED": "Failed to download SLA Reports",
+    "DROPDOWN": {
+      "ADD_FIlTER": "Add filter",
+      "CLEAR_ALL": "Clear all",
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "Δεν βρέθηκαν αποτελέσματα",
+      "NO_FILTER": "No filters available",
+      "SEARCH": "Search filter",
+      "INPUT_PLACEHOLDER": {
+        "SLA": "SLA name",
+        "AGENTS": "Όνομα Πράκτορα",
+        "INBOXES": "Όνομα Κιβωτίου",
+        "LABELS": "Όνομα ετικέτας",
+        "TEAMS": "Όνομα ομάδας"
+      },
+      "SLA": "SLA Policy",
+      "INBOXES": "Εισερχόμενα",
+      "AGENTS": "Πράκτορας",
+      "LABELS": "Ετικέτα",
+      "TEAMS": "Ομάδα"
+    },
+    "METRICS": {
+      "HIT_RATE": {
+        "LABEL": "Hit Rate",
+        "TOOLTIP": "Percentage of SLAs created were completed successfully"
+      },
+      "NO_OF_MISSES": {
+        "LABEL": "Number of Misses",
+        "TOOLTIP": "Total SLA misses in a certain period"
+      },
+      "NO_OF_CONVERSATIONS": {
+        "LABEL": "Number of Conversations",
+        "TOOLTIP": "Total number of conversations with SLA"
+      }
+    },
+    "TABLE": {
+      "HEADER": {
+        "POLICY": "Policy",
+        "CONVERSATION": "Συνομιλία",
+        "AGENT": "Πράκτορας"
+      },
+      "VIEW_DETAILS": "View Details"
+    }
   }
 }

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

@@ -83,7 +83,10 @@
         "CONVERSATION_CREATION": "Να στέλνεται ειδοποίηση όταν δημιουργείται μια νέα συνομιλία",
         "CONVERSATION_MENTION": "Αποστολή ειδοποιήσεων email όταν αναφέρεστε σε μια συνομιλία",
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Αποστολή ειδοποίησης email όταν ένα νέο μήνυμα δημιουργείται σε συνομιλία που έχει αναληφθεί",
-        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Send email notifications when a new message is created in a participating conversation"
+        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Send email notifications when a new message is created in a participating conversation",
+        "SLA_MISSED_FIRST_RESPONSE": "Send email notifications when a conversation misses first response SLA",
+        "SLA_MISSED_NEXT_RESPONSE": "Send email notifications when a conversation misses next response SLA",
+        "SLA_MISSED_RESOLUTION": "Send email notifications when a conversation misses resolution SLA"
       },
       "API": {
         "UPDATE_SUCCESS": "Οι προτιμήσεις σας για τις ειδοποιήσεις ενημερώθηκαν",
@@ -98,7 +101,10 @@
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Αποστολή ειδοποίησης push όταν ένα νέο μήνυμα δημιουργείται σε συνομιλία που έχει αναληφθεί",
         "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Send push notifications when a new message is created in a participating conversation",
         "HAS_ENABLED_PUSH": "Έχετε ενεργοποιήσει τις ειδοποιήσεις push για αυτόν τον browser.",
-        "REQUEST_PUSH": "Ενεργοποποίηση των ειδοποιήσεων push"
+        "REQUEST_PUSH": "Ενεργοποποίηση των ειδοποιήσεων push",
+        "SLA_MISSED_FIRST_RESPONSE": "Send push notifications when a conversation misses first response SLA",
+        "SLA_MISSED_NEXT_RESPONSE": "Send push notifications when a conversation misses next response SLA",
+        "SLA_MISSED_RESOLUTION": "Send push notifications when a conversation misses resolution SLA"
       },
       "PROFILE_IMAGE": {
         "LABEL": "Εικόνα Προφίλ"
@@ -199,6 +205,7 @@
   "SIDEBAR": {
     "CURRENTLY_VIEWING_ACCOUNT": "Τρέχουσα προβολή:",
     "SWITCH": "Εναλλαγή",
+    "INBOX_VIEW": "Inbox View",
     "CONVERSATIONS": "Συζητήσεις",
     "INBOX": "Εισερχόμενα",
     "ALL_CONVERSATIONS": "Όλες Οι Συνομιλίες",
@@ -237,6 +244,8 @@
     "CAMPAIGNS": "Καμπάνιες",
     "ONGOING": "Σε Εξέλιξη",
     "ONE_OFF": "Ένα/μία από",
+    "REPORTS_SLA": "SLA",
+    "REPORTS_BOT": "Bot",
     "REPORTS_AGENT": "Πράκτορες",
     "REPORTS_LABEL": "Ετικέτες",
     "REPORTS_INBOX": "Εισερχόμενα",

app/javascript/dashboard/i18n/locale/el/sla.json

@@ -1,22 +1,31 @@
 {
   "SLA": {
     "HEADER": "SLA",
-    "HEADER_BTN_TXT": "Add SLA",
+    "ADD_ACTION": "Add SLA",
+    "ADD_ACTION_LONG": "Create a new SLA Policy",
+    "DESCRIPTION": "Service Level Agreements (SLAs) are contracts that define clear expectations between your team and customers. They establish standards for response and resolution times, creating a framework for accountability and ensures a consistent, high-quality experience.",
+    "LEARN_MORE": "Learn more about SLA",
     "LOADING": "Fetching SLAs",
-    "SEARCH_404": "Δεν υπάρχουν δεδομένα που να ταιριάζουν με αυτό το ερώτημα",
-    "SIDEBAR_TXT": "<p><b>SLA</b> <p>Think of Service Level Agreements (SLAs) like friendly promises between a service provider and a customer.</p> <p> These promises set clear expectations for things like how quickly the team will respond to issues, making sure you always get a reliable and top-notch experience!</p>",
     "LIST": {
       "404": "There are no SLAs available in this account.",
-      "TITLE": "Manage SLA",
-      "DESC": "SLAs: Friendly promises for great service!",
-      "TABLE_HEADER": [
-        "Όνομα",
-        "Περιγραφή",
-        "FRT",
-        "NRT",
-        "RT",
-        "Ώρες Εργασίας"
-      ]
+      "EMPTY": {
+        "TITLE_1": "Enterprise P0",
+        "DESC_1": "Issues raised by enterprise customers, that require immediate attention.",
+        "TITLE_2": "Enterprise P1",
+        "DESC_2": "Issues raised by enterprise customers, that needs to be acknowledged quickly."
+      },
+      "BUSINESS_HOURS_ON": "Business hours on",
+      "BUSINESS_HOURS_OFF": "Business hours off",
+      "RESPONSE_TYPES": {
+        "FRT": "First response time threshold",
+        "NRT": "Next response time threshold",
+        "RT": "Resolution time threshold",
+        "SHORT_HAND": {
+          "FRT": "FRT",
+          "NRT": "NRT",
+          "RT": "RT"
+        }
+      }
     },
     "FORM": {
       "NAME": {
@@ -56,18 +65,32 @@
     },
     "ADD": {
       "TITLE": "Add SLA",
-      "DESC": "SLAs: Friendly promises for great service!",
+      "DESC": "Friendly promises for great service!",
       "API": {
         "SUCCESS_MESSAGE": "SLA added successfully",
         "ERROR_MESSAGE": "Υπήρξε ένα σφάλμα, παρακαλώ προσπαθήστε ξανά"
       }
     },
-    "EDIT": {
-      "TITLE": "Edit SLA",
+    "DELETE": {
+      "TITLE": "Delete SLA",
       "API": {
-        "SUCCESS_MESSAGE": "SLA updated successfully",
+        "SUCCESS_MESSAGE": "SLA deleted successfully",
         "ERROR_MESSAGE": "Υπήρξε ένα σφάλμα, παρακαλώ προσπαθήστε ξανά"
+      },
+      "CONFIRM": {
+        "TITLE": "Επιβεβαίωση Διαγραφής",
+        "MESSAGE": "Are you sure you want to delete ",
+        "YES": "Ναι, Διέγραψε τον/την ",
+        "NO": "Όχι, Κράτησε τον/την"
       }
+    },
+    "EVENTS": {
+      "TITLE": "SLA Misses",
+      "FRT": "Χρόνος πρώτης ανταπόκρισης",
+      "NRT": "Next response time",
+      "RT": "Resolution time",
+      "SHOW_MORE": "{count} more",
+      "HIDE": "Hide {count} rows"
     }
   }
 }