Merge branch 'feat/whatsapp-call-ui' into feat/whatsapp-call-ui-temp

- Contact-panel call button now continues in the open conversation when
  the conversation's inbox is voice-capable, mirroring the header button.
  For non-voice channels it falls back to the inbox picker.
- Twilio and WhatsApp paths share the same upstream decision; both pass
  a conversationId hint to the provider so the agent stays in the same
  thread.
- Floating call widget redesigned: avatar + name + phone with duration
  on top, a clickable "View chat history" pill linking to the
  conversation, and labeled End / Join action buttons. Mute is preserved
  for active WhatsApp calls.

Co-Authored-By: Claude Opus 4.7 (1M context) <noreply@anthropic.com>

.github/workflows/deploy_check.yml

@@ -11,6 +11,9 @@ concurrency:
   group: pr-${{ github.workflow }}-${{ github.head_ref }}
   cancel-in-progress: true
 
+permissions:
+  contents: read
+
 jobs:
   deployment_check:
     name: Check Deployment

.github/workflows/frontend-fe.yml

@@ -8,6 +8,9 @@ on:
     branches:
       - develop
 
+permissions:
+  contents: read
+
 jobs:
   test:
     runs-on: ubuntu-22.04

.github/workflows/ghsa-linear-sync.yml

@@ -0,0 +1,97 @@
+name: Sync GHSA advisories to Linear
+
+on:
+  schedule:
+    - cron: '0 4 * * *'  # daily at 09:30 IST
+  workflow_dispatch: {}
+
+jobs:
+  sync:
+    runs-on: ubuntu-latest
+    permissions:
+      security-events: read
+    steps:
+      - name: Fetch triage advisories
+        env:
+          GH_TOKEN: ${{ secrets.GITHUB_TOKEN }}
+        run: |
+          gh api --paginate \
+            -H "Accept: application/vnd.github+json" \
+            "/repos/${{ github.repository }}/security-advisories?state=triage&per_page=100" \
+            | jq -cs 'add | [.[] | {
+                ghsa_id, cve_id, summary, severity, state, html_url,
+                description, created_at,
+                cvss_score: .cvss.score,
+                reporter: ([.credits[]?.user.login] | first // "unknown")
+              }]' > advisories.json
+          echo "Fetched $(jq 'length' advisories.json) triage advisories"
+
+      - name: Create Linear issues for new advisories
+        env:
+          LINEAR_API_KEY: ${{ secrets.LINEAR_API_KEY }}
+          LINEAR_TEAM_ID: ${{ secrets.LINEAR_TEAM_ID }}
+          LINEAR_PROJECT_ID: ${{ secrets.LINEAR_PROJECT_ID }}
+          LINEAR_LABEL_ID: ${{ secrets.LINEAR_LABEL_ID }}
+        run: |
+          created_count=0
+          skipped_count=0
+          failed_count=0
+          while read -r advisory; do
+            ghsa_id=$(printf '%s' "$advisory" | jq -r '.ghsa_id')
+            summary=$(printf '%s' "$advisory" | jq -r '.summary')
+            severity=$(printf '%s' "$advisory" | jq -r '.severity // "unknown"')
+            cve_id=$(printf '%s' "$advisory" | jq -r '.cve_id // "n/a"')
+            cvss=$(printf '%s' "$advisory" | jq -r '.cvss_score // "n/a"')
+            reporter=$(printf '%s' "$advisory" | jq -r '.reporter')
+            html_url=$(printf '%s' "$advisory" | jq -r '.html_url')
+            created_date=$(printf '%s' "$advisory" | jq -r '.created_at' | cut -dT -f1)
+            description=$(printf '%s' "$advisory" | jq -r '.description // "No description provided."')
+
+            existing=$(curl -s -X POST https://api.linear.app/graphql \
+              -H "Content-Type: application/json" \
+              -H "Authorization: $LINEAR_API_KEY" \
+              -d "$(jq -n --arg q "$ghsa_id" '{query: "query($q: String!) { issues(filter: {title: {contains: $q}}, first: 1) { nodes { id } } }", variables: {q: $q}}')" \
+              | jq '.data.issues.nodes | length')
+
+            if [ "${existing:-0}" -gt 0 ] 2>/dev/null; then
+              skipped_count=$((skipped_count+1))
+              continue
+            fi
+
+            priority=3
+            case "$severity" in
+              critical) priority=1 ;;
+              high)     priority=2 ;;
+              medium)   priority=3 ;;
+              low)      priority=4 ;;
+            esac
+
+            title="[$ghsa_id] $summary"
+            body=$(printf '**GHSA:** %s\n**CVE:** %s\n**Severity:** %s (CVSS %s)\n**Reporter:** %s\n**Reported:** %s\n**Advisory:** %s\n\n---\n\n%s' \
+              "$ghsa_id" "$cve_id" "$severity" "$cvss" "$reporter" "$created_date" "$html_url" "$description")
+
+            success=$(curl -s -X POST https://api.linear.app/graphql \
+              -H "Content-Type: application/json" \
+              -H "Authorization: $LINEAR_API_KEY" \
+              -d "$(jq -n \
+                --arg title "$title" \
+                --arg body "$body" \
+                --arg teamId "$LINEAR_TEAM_ID" \
+                --arg projectId "$LINEAR_PROJECT_ID" \
+                --arg labelId "$LINEAR_LABEL_ID" \
+                --argjson priority "$priority" \
+                '{
+                  query: "mutation($input: IssueCreateInput!) { issueCreate(input: $input) { success } }",
+                  variables: {input: {title: $title, description: $body, teamId: $teamId, projectId: $projectId, labelIds: [$labelId], priority: $priority}}
+                }')" | jq -r '.data.issueCreate.success // false')
+
+            if [ "$success" = "true" ]; then
+              created_count=$((created_count+1))
+            else
+              failed_count=$((failed_count+1))
+            fi
+          done < <(jq -c '.[]' advisories.json)
+          echo "Created $created_count, skipped $skipped_count, failed $failed_count"
+          if [ "$failed_count" -gt 0 ]; then
+            exit 1
+          fi

.github/workflows/logging_percentage_check.yml

@@ -10,6 +10,9 @@ concurrency:
   group: pr-${{ github.workflow }}-${{ github.head_ref }}
   cancel-in-progress: true
 
+permissions:
+  contents: read
+
 jobs:
   log_lines_check:
     runs-on: ubuntu-latest

.github/workflows/nightly_installer.yml

@@ -14,6 +14,9 @@ on:
     - cron: "0 0 * * *"
   workflow_dispatch:
 
+permissions:
+  contents: read
+
 jobs:
   nightly:
     runs-on: ubuntu-24.04

.github/workflows/publish_codespace_image.yml

@@ -3,6 +3,10 @@ name: Publish Codespace Base Image
 on:
   workflow_dispatch:
 
+permissions:
+  contents: read
+  packages: write
+
 jobs:
   publish-code-space-image:
     runs-on: ubuntu-latest

.github/workflows/publish_ee_docker.yml

@@ -18,6 +18,9 @@ on:
 env:
   DOCKER_REPO: chatwoot/chatwoot
 
+permissions:
+  contents: read
+
 jobs:
   build:
     strategy:

.github/workflows/publish_foss_docker.yml

@@ -18,6 +18,9 @@ on:
 env:
   DOCKER_REPO: chatwoot/chatwoot
 
+permissions:
+  contents: read
+
 jobs:
   build:
     strategy:

.github/workflows/size-limit.yml

@@ -10,6 +10,9 @@ concurrency:
   group: pr-${{ github.workflow }}-${{ github.head_ref }}
   cancel-in-progress: true
 
+permissions:
+  contents: read
+
 jobs:
   test:
     runs-on: ubuntu-22.04

.github/workflows/test_docker_build.yml

@@ -7,6 +7,9 @@ on:
       - master
   workflow_dispatch:
 
+permissions:
+  contents: read
+
 jobs:
   test-build:
     strategy:

app/controllers/concerns/meta_token_verify_concern.rb

@@ -2,6 +2,10 @@
 # This concern handles the token verification step.
 
 module MetaTokenVerifyConcern
+  CHANNEL_APP_SECRET_KEYS = %w[app_secret app_secret_key client_secret api_secret].freeze
+  META_SIGNATURE_HEADER = 'X-Hub-Signature-256'.freeze
+  META_SIGNATURE_PREFIX = 'sha256='.freeze
+
   def verify
     service = is_a?(Webhooks::WhatsappController) ? 'whatsapp' : 'instagram'
     if valid_token?(params['hub.verify_token'])
@@ -14,6 +18,53 @@ module MetaTokenVerifyConcern
 
   private
 
+  def verify_meta_signature!
+    return unless meta_signature_verification_required?
+    return if valid_meta_signature?
+
+    head :unauthorized
+  end
+
+  def valid_meta_signature?
+    signature = request.headers[META_SIGNATURE_HEADER]
+    return false unless signature&.start_with?(META_SIGNATURE_PREFIX)
+
+    meta_app_secrets.any? do |secret|
+      next false if secret.blank?
+
+      expected_signature = "#{META_SIGNATURE_PREFIX}#{OpenSSL::HMAC.hexdigest('SHA256', secret, meta_request_body)}"
+      ActiveSupport::SecurityUtils.secure_compare(expected_signature, signature)
+    end
+  end
+
+  def meta_request_body
+    @meta_request_body ||= request.raw_post
+  end
+
+  def meta_app_secrets
+    raise 'Overwrite this method in your controller'
+  end
+
+  def meta_signature_verification_required?
+    true
+  end
+
+  def channel_meta_app_secrets(channel)
+    return [] if channel.blank?
+
+    secrets = []
+    secrets << channel.app_secret if channel.respond_to?(:app_secret)
+    secrets.concat(provider_config_meta_app_secrets(channel))
+    secrets.compact_blank.uniq
+  end
+
+  def provider_config_meta_app_secrets(channel)
+    return [] unless channel.respond_to?(:provider_config)
+
+    provider_config = channel.provider_config.to_h.with_indifferent_access
+    CHANNEL_APP_SECRET_KEYS.filter_map { |key| provider_config[key].presence }
+  end
+
   def valid_token?(_token)
     raise 'Overwrite this method your controller'
   end

app/controllers/webhooks/instagram_controller.rb

@@ -1,6 +1,8 @@
 class Webhooks::InstagramController < ActionController::API
   include MetaTokenVerifyConcern
 
+  before_action :verify_meta_signature!, only: :events
+
   def events
     Rails.logger.info('Instagram webhook received events')
     if params['object'].casecmp('instagram').zero?
@@ -39,4 +41,38 @@ class Webhooks::InstagramController < ActionController::API
     token == GlobalConfigService.load('IG_VERIFY_TOKEN', '') ||
       token == GlobalConfigService.load('INSTAGRAM_VERIFY_TOKEN', '')
   end
+
+  def meta_app_secrets
+    [
+      *instagram_channel_meta_app_secrets,
+      GlobalConfigService.load('INSTAGRAM_APP_SECRET', nil),
+      GlobalConfigService.load('FB_APP_SECRET', nil)
+    ]
+  end
+
+  def instagram_channel_meta_app_secrets
+    instagram_channels_from_payload.flat_map { |channel| channel_meta_app_secrets(channel) }
+  end
+
+  def instagram_channels_from_payload
+    Array(params.to_unsafe_hash[:entry]).flat_map do |entry|
+      instagram_ids_from_entry(entry.with_indifferent_access).flat_map do |instagram_id|
+        [
+          Channel::Instagram.find_by(instagram_id: instagram_id),
+          Channel::FacebookPage.find_by(instagram_id: instagram_id)
+        ]
+      end
+    end.compact.uniq
+  end
+
+  def instagram_ids_from_entry(entry)
+    messages = entry[:messaging].presence || entry[:standby] || []
+    messages.filter_map { |messaging| instagram_id_from_messaging(messaging.with_indifferent_access) }
+  end
+
+  def instagram_id_from_messaging(messaging)
+    return messaging.dig(:sender, :id) if messaging.dig(:message, :is_echo).present?
+
+    messaging.dig(:recipient, :id)
+  end
 end

app/controllers/webhooks/whatsapp_controller.rb

@@ -1,6 +1,8 @@
 class Webhooks::WhatsappController < ActionController::API
   include MetaTokenVerifyConcern
 
+  before_action :verify_meta_signature!, only: :process_payload
+
   def process_payload
     if inactive_whatsapp_number?
       Rails.logger.warn("Rejected webhook for inactive WhatsApp number: #{params[:phone_number]}")
@@ -20,6 +22,45 @@ class Webhooks::WhatsappController < ActionController::API
     token == whatsapp_webhook_verify_token if whatsapp_webhook_verify_token.present?
   end
 
+  def meta_app_secrets
+    [
+      *channel_meta_app_secrets(whatsapp_channel),
+      GlobalConfigService.load('WHATSAPP_APP_SECRET', nil)
+    ]
+  end
+
+  def whatsapp_channel
+    @whatsapp_channel ||= whatsapp_business_payload_channel || Channel::Whatsapp.find_by(phone_number: params[:phone_number])
+  end
+
+  def meta_signature_verification_required?
+    return true if whatsapp_channel.blank?
+    return false unless whatsapp_channel.provider == 'whatsapp_cloud'
+    return true if channel_meta_app_secrets(whatsapp_channel).present?
+
+    whatsapp_channel.provider_config['source'] == 'embedded_signup'
+  end
+
+  def whatsapp_business_payload_channel
+    return unless params[:object] == 'whatsapp_business_account'
+
+    metadata = params.dig(:entry, 0, :changes, 0, :value, :metadata)
+    return if metadata.blank?
+
+    phone_number = normalized_phone_number(metadata[:display_phone_number])
+    phone_number_id = metadata[:phone_number_id]
+    channel = Channel::Whatsapp.find_by(phone_number: phone_number)
+
+    return channel if channel && channel.provider_config['phone_number_id'] == phone_number_id
+  end
+
+  def normalized_phone_number(phone_number)
+    return if phone_number.blank?
+
+    phone_number = phone_number.to_s
+    phone_number.start_with?('+') ? phone_number : "+#{phone_number}"
+  end
+
   def inactive_whatsapp_number?
     phone_number = params[:phone_number]
     return false if phone_number.blank?

app/drops/user_drop.rb

@@ -7,11 +7,15 @@ class UserDrop < BaseDrop
     @obj.try(:available_name)
   end
 
+  def email
+    @obj.try(:email)
+  end
+
   def first_name
-    @obj.try(:name).try(:split).try(:first).try(:capitalize) if @obj.try(:name).try(:split).try(:size) > 1
+    @obj.try(:name).try(:split).try(:first).try(:capitalize) if @obj.try(:name).try(:split).try(:size).to_i > 1
   end
 
   def last_name
-    @obj.try(:name).try(:split).try(:last).try(:capitalize) if @obj.try(:name).try(:split).try(:size) > 1
+    @obj.try(:name).try(:split).try(:last).try(:capitalize) if @obj.try(:name).try(:split).try(:size).to_i > 1
   end
 end

app/javascript/dashboard/api/channel/whatsapp/whatsappCallsAPI.js

@@ -0,0 +1,45 @@
+/* global axios */
+import ApiClient from '../../ApiClient';
+
+class WhatsappCallsAPI extends ApiClient {
+  constructor() {
+    super('whatsapp_calls', { accountScoped: true });
+  }
+
+  show(callId) {
+    return axios.get(`${this.url}/${callId}`).then(r => r.data);
+  }
+
+  initiate(conversationId, sdpOffer) {
+    return axios
+      .post(`${this.url}/initiate`, {
+        conversation_id: conversationId,
+        sdp_offer: sdpOffer,
+      })
+      .then(r => r.data);
+  }
+
+  accept(callId, sdpAnswer) {
+    return axios
+      .post(`${this.url}/${callId}/accept`, { sdp_answer: sdpAnswer })
+      .then(r => r.data);
+  }
+
+  reject(callId) {
+    return axios.post(`${this.url}/${callId}/reject`).then(r => r.data);
+  }
+
+  terminate(callId) {
+    return axios.post(`${this.url}/${callId}/terminate`).then(r => r.data);
+  }
+
+  uploadRecording(callId, blob, filename = 'call-recording.webm') {
+    const formData = new FormData();
+    formData.append('recording', blob, filename);
+    return axios
+      .post(`${this.url}/${callId}/upload_recording`, formData)
+      .then(r => r.data);
+  }
+}
+
+export default new WhatsappCallsAPI();

app/javascript/dashboard/api/contacts.js

@@ -47,9 +47,10 @@ class ContactAPI extends ApiClient {
     return axios.get(`${this.url}/${contactId}/labels`);
   }
 
-  initiateCall(contactId, inboxId) {
+  initiateCall(contactId, inboxId, conversationId = null) {
     return axios.post(`${this.url}/${contactId}/call`, {
       inbox_id: inboxId,
+      conversation_id: conversationId,
     });
   }
 

app/javascript/dashboard/components-next/Contacts/VoiceCallButton.vue

@@ -3,10 +3,16 @@ import { computed, ref, useAttrs } from 'vue';
 import { useI18n } from 'vue-i18n';
 import { useRoute, useRouter } from 'vue-router';
 import { useMapGetter, useStore } from 'dashboard/composables/store';
-import { isVoiceCallEnabled } from 'dashboard/helper/inbox';
+import {
+  isVoiceCallEnabled,
+  getVoiceCallProvider,
+  VOICE_CALL_PROVIDERS,
+} from 'dashboard/helper/inbox';
 import { useAlert } from 'dashboard/composables';
 import { frontendURL, conversationUrl } from 'dashboard/helper/URLHelper';
 import { useCallsStore } from 'dashboard/stores/calls';
+import { useWhatsappCallSession } from 'dashboard/composables/useWhatsappCallSession';
+import ContactAPI from 'dashboard/api/contacts';
 
 import Button from 'dashboard/components-next/button/Button.vue';
 import Dialog from 'dashboard/components-next/dialog/Dialog.vue';
@@ -14,6 +20,9 @@ import Dialog from 'dashboard/components-next/dialog/Dialog.vue';
 const props = defineProps({
   phone: { type: String, default: '' },
   contactId: { type: [String, Number], required: true },
+  // When set, the WhatsApp call continues in this conversation (matching the
+  // header button) instead of looking up the contact's most recent one.
+  conversationId: { type: [String, Number], default: null },
   label: { type: String, default: '' },
   icon: { type: [String, Object, Function], default: '' },
   size: { type: String, default: 'sm' },
@@ -38,7 +47,6 @@ const voiceInboxes = computed(() =>
 );
 const hasVoiceInboxes = computed(() => voiceInboxes.value.length > 0);
 
-// Unified behavior: hide when no phone
 const shouldRender = computed(() => hasVoiceInboxes.value && !!props.phone);
 
 const isInitiatingCall = computed(() => {
@@ -58,17 +66,76 @@ const navigateToConversation = conversationId => {
   }
 };
 
-const startCall = async inboxId => {
+const whatsappCallSession = useWhatsappCallSession();
+
+// Find the most recent open conversation for this contact in the picked inbox.
+// WhatsApp /initiate is conversation-scoped (unlike Twilio's contact-scoped path).
+const findWhatsappConversationId = async inboxId => {
+  const { data } = await ContactAPI.getConversations(props.contactId);
+  const conversations = data?.payload || [];
+  const match = conversations
+    .filter(c => c.inbox_id === inboxId)
+    .sort((a, b) => (b.last_activity_at || 0) - (a.last_activity_at || 0))[0];
+  return match?.id || null;
+};
+
+const startWhatsappCall = async (inboxId, conversationIdHint) => {
+  // WhatsApp /initiate is conversation-scoped, so we must hand it a
+  // conversation. Use the caller's hint when given (in-conversation flow);
+  // otherwise pick the most recent one in the inbox.
+  const conversationId =
+    conversationIdHint || (await findWhatsappConversationId(inboxId));
+  if (!conversationId) {
+    useAlert(t('CONTACT_PANEL.CALL_FAILED'));
+    return;
+  }
+
+  const response =
+    await whatsappCallSession.initiateOutboundCall(conversationId);
+  if (!response?.id) {
+    // Permission flow returns no id — banner already handled server-side; surface to user.
+    useAlert(t('CONTACT_PANEL.CALL_INITIATED'));
+    navigateToConversation(conversationId);
+    return;
+  }
+
+  const callsStore = useCallsStore();
+  // Stay non-active until the connect cable event arrives — flipping to active
+  // here would start the duration timer before the contact picks up.
+  callsStore.addCall({
+    callSid: response.call_id,
+    callId: response.id,
+    conversationId,
+    inboxId,
+    callDirection: 'outbound',
+    provider: 'whatsapp',
+  });
+
+  useAlert(t('CONTACT_PANEL.CALL_INITIATED'));
+  navigateToConversation(conversationId);
+};
+
+const startCall = async (inboxId, conversationIdHint = null) => {
   if (isInitiatingCall.value) return;
 
+  const inbox = (inboxesList.value || []).find(i => i.id === inboxId);
+  if (getVoiceCallProvider(inbox) === VOICE_CALL_PROVIDERS.WHATSAPP) {
+    try {
+      await startWhatsappCall(inboxId, conversationIdHint);
+    } catch (error) {
+      useAlert(error?.message || t('CONTACT_PANEL.CALL_FAILED'));
+    }
+    return;
+  }
+
   try {
     const response = await store.dispatch('contacts/initiateCall', {
       contactId: props.contactId,
       inboxId,
+      conversationId: conversationIdHint,
     });
     const { call_sid: callSid, conversation_id: conversationId } = response;
 
-    // Add call to store immediately so widget shows
     const callsStore = useCallsStore();
     callsStore.addCall({
       callSid,
@@ -86,6 +153,22 @@ const startCall = async inboxId => {
 };
 
 const onClick = async () => {
+  // In conversation context, only stay in this conversation if its inbox is
+  // itself voice-capable (works the same for Twilio and WhatsApp). For
+  // non-voice channels (email, web, …) fall back to the picker so the call
+  // goes out via a voice inbox.
+  if (props.conversationId) {
+    const conversation = store.getters.getConversationById(
+      props.conversationId
+    );
+    const conversationInbox = (inboxesList.value || []).find(
+      i => i.id === conversation?.inbox_id
+    );
+    if (conversationInbox && isVoiceCallEnabled(conversationInbox)) {
+      await startCall(conversationInbox.id, props.conversationId);
+      return;
+    }
+  }
   if (voiceInboxes.value.length > 1) {
     dialogRef.value?.open();
     return;

app/javascript/dashboard/components-next/CustomAttributes/OtherAttribute.vue

@@ -49,7 +49,11 @@ const rules = computed(() => ({
       props.attribute.regexPattern && {
         regexValidation: value => {
           if (!value) return true;
-          return getRegexp(props.attribute.regexPattern).test(value);
+          try {
+            return getRegexp(props.attribute.regexPattern).test(value);
+          } catch {
+            return false;
+          }
         },
       }),
   },

app/javascript/dashboard/components-next/message/bubbles/Template/CallToAction.vue

@@ -1,25 +0,0 @@
-<script setup>
-import Button from 'dashboard/components-next/button/Button.vue';
-
-defineProps({
-  message: {
-    type: Object,
-    required: true,
-  },
-});
-</script>
-
-<template>
-  <div class="text-n-slate-12 max-w-80 flex flex-col gap-2.5">
-    <div class="p-3 bg-n-alpha-2 rounded-xl">
-      <span
-        v-dompurify-html="message.content"
-        class="prose prose-bubble font-medium text-sm"
-      />
-    </div>
-    <div class="flex gap-2">
-      <Button label="Call us" slate class="!text-n-blue-11 w-full" />
-      <Button label="Visit our website" slate class="!text-n-blue-11 w-full" />
-    </div>
-  </div>
-</template>

app/javascript/dashboard/components-next/message/bubbles/Template/ListPicker.vue

@@ -1,25 +0,0 @@
-<script setup>
-import Button from 'dashboard/components-next/button/Button.vue';
-defineProps({
-  message: {
-    type: Object,
-    required: true,
-  },
-});
-</script>
-
-<template>
-  <div
-    class="bg-n-alpha-2 divide-y divide-n-strong text-n-slate-12 rounded-xl max-w-80"
-  >
-    <div class="p-3">
-      <span
-        v-dompurify-html="message.content"
-        class="prose prose-bubble font-medium text-sm"
-      />
-    </div>
-    <div class="p-3 flex items-center justify-center">
-      <Button label="See options" link class="hover:!no-underline" />
-    </div>
-  </div>
-</template>

app/javascript/dashboard/components-next/message/bubbles/Template/Media.vue

@@ -1,20 +0,0 @@
-<script setup>
-defineProps({
-  message: {
-    type: Object,
-    required: true,
-  },
-});
-</script>
-
-<template>
-  <div
-    class="bg-n-alpha-2 text-n-slate-12 rounded-xl flex flex-col gap-2.5 p-3 max-w-80"
-  >
-    <img :src="message.image_url" class="max-h-44 rounded-lg w-full" />
-    <span
-      v-dompurify-html="message.content"
-      class="prose prose-bubble font-medium text-sm"
-    />
-  </div>
-</template>

app/javascript/dashboard/components-next/message/bubbles/Template/QuickReply.vue

@@ -1,68 +0,0 @@
-<script setup>
-import Button from 'dashboard/components-next/button/Button.vue';
-defineProps({
-  message: {
-    type: Object,
-    required: true,
-  },
-});
-</script>
-
-<template>
-  <div
-    class="bg-n-alpha-2 divide-y divide-n-strong text-n-slate-12 rounded-xl max-w-80"
-  >
-    <div class="p-3">
-      <span
-        v-dompurify-html="message.content"
-        class="prose prose-bubble font-medium text-sm"
-      />
-    </div>
-    <div class="p-3 flex items-center justify-center">
-      <Button label="No, that will be all" link class="hover:!no-underline">
-        <template #icon>
-          <svg
-            width="15"
-            height="15"
-            viewBox="0 0 15 15"
-            fill="none"
-            class="stroke-n-blue-text"
-            xmlns="http://www.w3.org/2000/svg"
-          >
-            <path
-              d="M.667 6.654 5.315.667v3.326c7.968 0 8.878 6.46 8.656 10.007l-.005-.027c-.334-1.79-.474-4.658-8.65-4.658v3.327z"
-              stroke-width="1.333"
-              stroke-linecap="round"
-              stroke-linejoin="round"
-            />
-          </svg>
-        </template>
-      </Button>
-    </div>
-    <div class="p-3 flex items-center justify-center">
-      <Button
-        label="I want to talk to an agents"
-        link
-        class="hover:!no-underline"
-      >
-        <template #icon>
-          <svg
-            width="15"
-            height="15"
-            viewBox="0 0 15 15"
-            fill="none"
-            class="stroke-n-blue-text"
-            xmlns="http://www.w3.org/2000/svg"
-          >
-            <path
-              d="M.667 6.654 5.315.667v3.326c7.968 0 8.878 6.46 8.656 10.007l-.005-.027c-.334-1.79-.474-4.658-8.65-4.658v3.327z"
-              stroke-width="1.333"
-              stroke-linecap="round"
-              stroke-linejoin="round"
-            />
-          </svg>
-        </template>
-      </Button>
-    </div>
-  </div>
-</template>

app/javascript/dashboard/components-next/message/bubbles/VoiceCall.vue

@@ -1,21 +1,21 @@
 <script setup>
 import { computed } from 'vue';
+import { useI18n } from 'vue-i18n';
+import { useStore } from 'vuex';
 import { useMessageContext } from '../provider.js';
 import { VOICE_CALL_STATUS } from '../constants';
+import { useCallSession } from 'dashboard/composables/useCallSession';
+import { formatDuration } from 'shared/helpers/timeHelper';
 
 import Icon from 'dashboard/components-next/icon/Icon.vue';
 import BaseBubble from 'next/message/bubbles/Base.vue';
+import AudioChip from 'next/message/chips/Audio.vue';
 
 const LABEL_MAP = {
   [VOICE_CALL_STATUS.IN_PROGRESS]: 'CONVERSATION.VOICE_CALL.CALL_IN_PROGRESS',
   [VOICE_CALL_STATUS.COMPLETED]: 'CONVERSATION.VOICE_CALL.CALL_ENDED',
 };
 
-const SUBTEXT_MAP = {
-  [VOICE_CALL_STATUS.RINGING]: 'CONVERSATION.VOICE_CALL.NOT_ANSWERED_YET',
-  [VOICE_CALL_STATUS.COMPLETED]: 'CONVERSATION.VOICE_CALL.CALL_ENDED',
-};
-
 const ICON_MAP = {
   [VOICE_CALL_STATUS.IN_PROGRESS]: 'i-ph-phone-call',
   [VOICE_CALL_STATUS.NO_ANSWER]: 'i-ph-phone-x',
@@ -30,13 +30,65 @@ const BG_COLOR_MAP = {
   [VOICE_CALL_STATUS.FAILED]: 'bg-n-ruby-9',
 };
 
-const { call } = useMessageContext();
+const { t } = useI18n();
+const store = useStore();
+const {
+  call,
+  attachments,
+  contentAttributes,
+  conversationId,
+  currentUserId,
+  inboxId,
+} = useMessageContext();
+const { joinCall, endCall, activeCall, hasActiveCall, isJoining } =
+  useCallSession();
 
 const status = computed(() => call.value?.status);
 const isOutbound = computed(() => call.value?.direction === 'outgoing');
 const isFailed = computed(() =>
   [VOICE_CALL_STATUS.NO_ANSWER, VOICE_CALL_STATUS.FAILED].includes(status.value)
 );
+const acceptedByAgentId = computed(() => call.value?.acceptedByAgentId);
+const didCurrentUserAnswer = computed(
+  () =>
+    !!acceptedByAgentId.value && acceptedByAgentId.value === currentUserId.value
+);
+// Pickup auto-assigns the conversation, so the assignee is a safe display proxy
+// for the answerer when the Call payload lacks accepted_by_agent_id (e.g.,
+// Twilio's call-status webhook flipped the call to in-progress before the
+// participant-join webhook claimed it).
+const conversationAssignee = computed(() => {
+  const conversation = store.getters.getConversationById?.(
+    conversationId?.value
+  );
+  return conversation?.meta?.assignee || null;
+});
+const displayAgentName = computed(() => {
+  if (call.value?.acceptedByAgentName) return call.value.acceptedByAgentName;
+  if (acceptedByAgentId.value) {
+    const agent = store.getters['agents/getAgentById'](acceptedByAgentId.value);
+    if (agent?.available_name) return agent.available_name;
+    if (agent?.name) return agent.name;
+  }
+  return conversationAssignee.value?.name || null;
+});
+
+const audioAttachment = computed(() =>
+  (attachments?.value || []).find(a => a.fileType === 'audio')
+);
+
+// Duration may arrive on call.duration_seconds (push_event_data) or
+// content_attributes.data.duration_seconds — and either may be camelCased
+// upstream, so check every variant.
+const durationSeconds = computed(() => {
+  const fromCall = call.value?.durationSeconds || call.value?.duration_seconds;
+  if (fromCall != null) return fromCall;
+
+  const data = contentAttributes?.value?.data;
+  return data?.durationSeconds || data?.duration_seconds;
+});
+
+const formattedDuration = computed(() => formatDuration(durationSeconds.value));
 
 const labelKey = computed(() => {
   if (LABEL_MAP[status.value]) return LABEL_MAP[status.value];
@@ -45,21 +97,46 @@ const labelKey = computed(() => {
       ? 'CONVERSATION.VOICE_CALL.OUTGOING_CALL'
       : 'CONVERSATION.VOICE_CALL.INCOMING_CALL';
   }
-  return isFailed.value
-    ? 'CONVERSATION.VOICE_CALL.MISSED_CALL'
-    : 'CONVERSATION.VOICE_CALL.INCOMING_CALL';
+  if (isFailed.value) {
+    return isOutbound.value
+      ? 'CONVERSATION.VOICE_CALL.NO_ANSWER_OUTBOUND_LABEL'
+      : 'CONVERSATION.VOICE_CALL.MISSED_CALL';
+  }
+  return 'CONVERSATION.VOICE_CALL.INCOMING_CALL';
 });
 
-const subtextKey = computed(() => {
-  if (SUBTEXT_MAP[status.value]) return SUBTEXT_MAP[status.value];
-  if (status.value === VOICE_CALL_STATUS.IN_PROGRESS) {
+const subtext = computed(() => {
+  if (status.value === VOICE_CALL_STATUS.RINGING) {
     return isOutbound.value
-      ? 'CONVERSATION.VOICE_CALL.THEY_ANSWERED'
-      : 'CONVERSATION.VOICE_CALL.YOU_ANSWERED';
+      ? t('CONVERSATION.VOICE_CALL.CALLING')
+      : t('CONVERSATION.VOICE_CALL.NOT_ANSWERED_YET');
   }
-  return isFailed.value
-    ? 'CONVERSATION.VOICE_CALL.NO_ANSWER'
-    : 'CONVERSATION.VOICE_CALL.NOT_ANSWERED_YET';
+  if (status.value === VOICE_CALL_STATUS.COMPLETED) {
+    return formattedDuration.value;
+  }
+  if (status.value === VOICE_CALL_STATUS.IN_PROGRESS) {
+    // Outbound calls can flip to in-progress before the contact actually
+    // picks up (e.g., Twilio marks in-progress when the agent joins the
+    // conference); claiming "they answered" here would be misleading. The
+    // 'Call in progress' label alone is accurate; the floating widget shows
+    // the live duration.
+    if (isOutbound.value) return null;
+    if (didCurrentUserAnswer.value) {
+      return t('CONVERSATION.VOICE_CALL.YOU_ANSWERED');
+    }
+    if (displayAgentName.value) {
+      return t('CONVERSATION.VOICE_CALL.AGENT_ANSWERED', {
+        agentName: displayAgentName.value,
+      });
+    }
+    return null;
+  }
+  if (isFailed.value) {
+    return isOutbound.value
+      ? t('CONVERSATION.VOICE_CALL.NO_ANSWER_OUTBOUND_SUBTEXT')
+      : t('CONVERSATION.VOICE_CALL.MISSED_CALL_INBOUND_SUBTEXT');
+  }
+  return t('CONVERSATION.VOICE_CALL.NOT_ANSWERED_YET');
 });
 
 const iconName = computed(() => {
@@ -68,11 +145,62 @@ const iconName = computed(() => {
 });
 
 const bgColor = computed(() => BG_COLOR_MAP[status.value] || 'bg-n-teal-9');
+
+const callSid = computed(() => call.value?.providerCallId);
+
+// Show "Join call" when the call is still ringing, no agent has claimed it,
+// and the conversation is unassigned or assigned to the current user. Mirrors
+// the eligibility used by FloatingCallWidget so the bubble can act as a
+// recovery affordance after a refresh or missed widget.
+const canJoinCall = computed(() => {
+  if (status.value !== VOICE_CALL_STATUS.RINGING) return false;
+  if (isOutbound.value) return false;
+  if (acceptedByAgentId.value) return false;
+  if (!callSid.value || !inboxId.value || !conversationId.value) return false;
+  // Suppress the button once this call is the local active session — the
+  // message status webhook may lag behind, so we can't rely on `status` alone
+  // to hide it after a successful join from this client.
+  if (hasActiveCall.value && activeCall.value?.callSid === callSid.value)
+    return false;
+  const assignee = conversationAssignee.value;
+  if (assignee?.id && assignee.id !== currentUserId.value) return false;
+  return true;
+});
+
+const recordingAttachment = computed(() => {
+  if (audioAttachment.value) return audioAttachment.value;
+  const url = call.value?.recordingUrl;
+  if (!url) return null;
+  return {
+    dataUrl: url,
+    fileType: 'audio',
+    extension: 'wav',
+    transcribedText: call.value?.transcript || '',
+  };
+});
+
+const handleJoinCall = async () => {
+  if (!canJoinCall.value || isJoining.value) return;
+
+  if (hasActiveCall.value && activeCall.value?.callSid !== callSid.value) {
+    await endCall({
+      conversationId: activeCall.value.conversationId,
+      inboxId: activeCall.value.inboxId,
+      callSid: activeCall.value.callSid,
+    });
+  }
+
+  await joinCall({
+    conversationId: conversationId.value,
+    inboxId: inboxId.value,
+    callSid: callSid.value,
+  });
+};
 </script>
 
 <template>
   <BaseBubble class="p-0 border-none" hide-meta>
-    <div class="flex overflow-hidden flex-col w-full max-w-xs">
+    <div class="flex overflow-hidden flex-col w-full max-w-sm">
       <div class="flex gap-3 items-center p-3 w-full">
         <div
           class="flex justify-center items-center rounded-full size-10 shrink-0"
@@ -92,11 +220,24 @@ const bgColor = computed(() => BG_COLOR_MAP[status.value] || 'bg-n-teal-9');
           <span class="text-sm font-medium truncate text-n-slate-12">
             {{ $t(labelKey) }}
           </span>
-          <span class="text-xs text-n-slate-11">
-            {{ $t(subtextKey) }}
+          <span v-if="subtext" class="text-xs text-n-slate-11">
+            {{ subtext }}
           </span>
+          <button
+            v-if="canJoinCall"
+            type="button"
+            class="p-0 mt-1 text-xs font-medium text-start text-n-teal-10 hover:text-n-teal-11 disabled:opacity-50"
+            :disabled="isJoining"
+            @click="handleJoinCall"
+          >
+            {{ $t('CONVERSATION.VOICE_CALL.JOIN_CALL') }}
+          </button>
         </div>
       </div>
+
+      <div v-if="recordingAttachment" class="px-3 pb-3 w-full">
+        <AudioChip :attachment="recordingAttachment" class="text-n-slate-12" />
+      </div>
     </div>
   </BaseBubble>
 </template>

app/javascript/dashboard/components-next/message/chips/Audio.vue

@@ -41,8 +41,33 @@ const playbackSpeed = ref(1);
 
 const { uid } = getCurrentInstance();
 
+// MediaRecorder-produced WebM/Opus blobs lack a Duration header → <audio>.duration
+// resolves to Infinity until we seek past the end, which forces the engine to
+// scan the file and compute the real length. Safe no-op for files with a real
+// duration already (mp3/m4a/etc).
+const resolveStreamingDuration = () => {
+  const el = audioPlayer.value;
+  if (!el) return;
+  const onTimeUpdate = () => {
+    el.removeEventListener('timeupdate', onTimeUpdate);
+    el.currentTime = 0;
+    duration.value = el.duration;
+  };
+  el.addEventListener('timeupdate', onTimeUpdate);
+  try {
+    el.currentTime = Number.MAX_SAFE_INTEGER;
+  } catch {
+    el.removeEventListener('timeupdate', onTimeUpdate);
+  }
+};
+
 const onLoadedMetadata = () => {
-  duration.value = audioPlayer.value?.duration;
+  const d = audioPlayer.value?.duration;
+  if (!Number.isFinite(d)) {
+    resolveStreamingDuration();
+    return;
+  }
+  duration.value = d;
 };
 
 const playbackSpeedLabel = computed(() => {
@@ -53,7 +78,8 @@ const playbackSpeedLabel = computed(() => {
 // When the onLoadMetadata is called, so we need to set the duration
 // value when the component is mounted
 onMounted(() => {
-  duration.value = audioPlayer.value?.duration;
+  const d = audioPlayer.value?.duration;
+  if (Number.isFinite(d)) duration.value = d;
   audioPlayer.value.playbackRate = playbackSpeed.value;
 });
 

app/javascript/dashboard/components-next/message/stories/Template/CallToAction.story.vue

@@ -1,21 +0,0 @@
-<script setup>
-import CallToAction from '../../bubbles/Template/CallToAction.vue';
-
-const message = {
-  content:
-    'We have super cool products going live! Pre-order and customize products. Contact us for more details',
-};
-</script>
-
-<template>
-  <Story
-    title="Components/Message Bubbles/Template/CallToAction"
-    :layout="{ type: 'grid', width: '600px' }"
-  >
-    <Variant title="Call To Action">
-      <div class="p-4 bg-n-background rounded-lg w-full min-w-4xl">
-        <CallToAction :message="message" />
-      </div>
-    </Variant>
-  </Story>
-</template>

app/javascript/dashboard/components-next/message/stories/Template/Card.story.vue

@@ -1,23 +0,0 @@
-<script setup>
-import Card from '../../bubbles/Template/Card.vue';
-
-const message = {
-  title: 'Two in one cake (1 pound)',
-  content: 'Customize your order for special occasions',
-  image_url:
-    'https://images.unsplash.com/photo-1506905925346-21bda4d32df4?w=500&h=300&fit=crop',
-};
-</script>
-
-<template>
-  <Story
-    title="Components/Message Bubbles/Template/Card"
-    :layout="{ type: 'grid', width: '600px' }"
-  >
-    <Variant title="Card">
-      <div class="p-4 bg-n-background rounded-lg w-full min-w-4xl">
-        <Card :message="message" />
-      </div>
-    </Variant>
-  </Story>
-</template>

app/javascript/dashboard/components-next/message/stories/Template/ListPicker.story.vue

@@ -1,21 +0,0 @@
-<script setup>
-import ListPicker from '../../bubbles/Template/ListPicker.vue';
-
-const message = {
-  content: `Hey there! Thanks for reaching out to us. Could you let us know
-what you need to help us better assist you? `,
-};
-</script>
-
-<template>
-  <Story
-    title="Components/Message Bubbles/Template/ListPicker"
-    :layout="{ type: 'grid', width: '600px' }"
-  >
-    <Variant title="ListPicker">
-      <div class="p-4 bg-n-background rounded-lg w-full min-w-4xl">
-        <ListPicker :message="message" />
-      </div>
-    </Variant>
-  </Story>
-</template>

app/javascript/dashboard/components-next/message/stories/Template/Media.story.vue

@@ -1,23 +0,0 @@
-<script setup>
-import Media from '../../bubbles/Template/Media.vue';
-
-const message = {
-  content:
-    'Welcome to our Diwali sale! Get flat 50% off on select items. Hurry now!',
-  image_url:
-    'https://images.unsplash.com/photo-1506905925346-21bda4d32df4?w=500&h=300&fit=crop',
-};
-</script>
-
-<template>
-  <Story
-    title="Components/Message Bubbles/Template/Media"
-    :layout="{ type: 'grid', width: '600px' }"
-  >
-    <Variant title="Image Media">
-      <div class="p-4 bg-n-background rounded-lg w-full min-w-4xl">
-        <Media :message="message" />
-      </div>
-    </Variant>
-  </Story>
-</template>

app/javascript/dashboard/components-next/message/stories/Template/QuickReply.story.vue

@@ -1,21 +0,0 @@
-<script setup>
-import QuickReply from '../../bubbles/Template/QuickReply.vue';
-
-const message = {
-  content: `Hey there! Thanks for reaching out to us. Could you let us know
-what you need to help us better assist you?`,
-};
-</script>
-
-<template>
-  <Story
-    title="Components/Message Bubbles/Template/QuickReply"
-    :layout="{ type: 'grid', width: '600px' }"
-  >
-    <Variant title="Quick Replies">
-      <div class="p-4 bg-n-background rounded-lg w-full min-w-4xl">
-        <QuickReply :message="message" />
-      </div>
-    </Variant>
-  </Story>
-</template>

app/javascript/dashboard/components-next/message/stories/Template/Text.story.vue

@@ -1,20 +0,0 @@
-<script setup>
-import Text from '../../bubbles/Template/Text.vue';
-
-const message = {
-  content: 'Hello John, how may we assist you?',
-};
-</script>
-
-<template>
-  <Story
-    title="Components/Message Bubbles/Template/Text"
-    :layout="{ type: 'grid', width: '600px' }"
-  >
-    <Variant title="Default Text">
-      <div class="p-4 bg-n-background rounded-lg w-full min-w-4xl">
-        <Text :message="message" />
-      </div>
-    </Variant>
-  </Story>
-</template>

app/javascript/dashboard/components-next/template-preview/CallToActionTemplate.vue

@@ -0,0 +1,33 @@
+<script setup>
+import Button from 'dashboard/components-next/button/Button.vue';
+
+defineProps({
+  message: {
+    type: Object,
+    required: true,
+  },
+});
+</script>
+
+<template>
+  <div class="flex flex-col gap-2.5 text-n-slate-12 max-w-80">
+    <div class="p-3 rounded-xl bg-n-alpha-2">
+      <span
+        v-dompurify-html="message.content"
+        class="text-sm font-medium prose prose-bubble"
+      />
+    </div>
+    <div
+      v-if="message.buttons && message.buttons.length > 0"
+      class="flex flex-col gap-2"
+    >
+      <Button
+        v-for="(button, index) in message.buttons"
+        :key="index"
+        :label="button.text || button.title || 'Button'"
+        slate
+        class="!text-n-blue-11 w-full"
+      />
+    </div>
+  </div>
+</template>

app/javascript/dashboard/components-next/template-preview/CardTemplate.vue

@@ -10,22 +10,22 @@ defineProps({
 
 <template>
   <div
-    class="bg-n-alpha-2 divide-y divide-n-strong text-n-slate-12 rounded-xl max-w-80"
+    class="rounded-xl divide-y bg-n-alpha-2 divide-n-strong text-n-slate-12 max-w-80"
   >
     <div class="px-3 py-2.5">
-      <img :src="message.image_url" class="max-h-44 rounded-lg w-full" />
-      <div class="pt-2.5 flex flex-col gap-2">
+      <img :src="message.image_url" class="w-full max-h-44 rounded-lg" />
+      <div class="flex flex-col gap-2 pt-2.5">
         <h6 class="font-semibold">{{ message.title }}</h6>
         <span
           v-dompurify-html="message.content"
-          class="prose prose-bubble text-sm"
+          class="text-sm prose prose-bubble"
         />
       </div>
     </div>
-    <div class="p-3 flex items-center justify-center">
+    <div class="flex justify-center items-center p-3">
       <Button label="Call us to order" link class="hover:!no-underline" />
     </div>
-    <div class="p-3 flex items-center justify-center">
+    <div class="flex justify-center items-center p-3">
       <Button label="Visit our store" link class="hover:!no-underline" />
     </div>
   </div>

app/javascript/dashboard/components-next/template-preview/MediaTemplate.vue

@@ -0,0 +1,67 @@
+<script setup>
+import { computed } from 'vue';
+import FileIcon from 'dashboard/components-next/icon/FileIcon.vue';
+
+const props = defineProps({
+  message: {
+    type: Object,
+    required: true,
+  },
+});
+
+const PDF_EXTENSIONS = ['.pdf', 'pdf'];
+const VIDEO_EXTENSIONS = ['.mp4', '.mov', 'video'];
+const DOC_EXTENSIONS = ['.doc'];
+
+const mediaType = computed(() => {
+  if (props.message.mediaType) return props.message.mediaType;
+
+  const format = props.message.header?.format;
+  if (format) return format.toLowerCase();
+
+  const url = props.message.image_url || '';
+  if (PDF_EXTENSIONS.some(ext => url.includes(ext))) return 'document';
+  if (VIDEO_EXTENSIONS.some(ext => url.includes(ext))) return 'video';
+  return 'image';
+});
+
+const fileType = computed(() => {
+  const url = props.message.image_url || '';
+  return DOC_EXTENSIONS.some(ext => url.includes(ext)) ? 'doc' : 'pdf';
+});
+</script>
+
+<template>
+  <div
+    class="flex flex-col gap-2.5 p-3 rounded-xl bg-n-alpha-2 text-n-slate-12 max-w-80"
+  >
+    <img
+      v-if="mediaType === 'image'"
+      :src="message.image_url"
+      class="object-cover w-full max-h-44 rounded-lg"
+      alt="Template media"
+    />
+
+    <div
+      v-else-if="mediaType === 'video'"
+      class="overflow-hidden relative rounded-lg"
+    >
+      <video
+        :src="message.image_url"
+        class="object-cover w-full max-h-44"
+        controls
+        preload="metadata"
+      />
+    </div>
+
+    <div v-else-if="mediaType === 'document'" class="flex items-center">
+      <FileIcon :file-type="fileType" class="text-2xl text-n-slate-12" />
+    </div>
+
+    <span
+      v-if="message.content"
+      v-dompurify-html="message.content"
+      class="text-sm font-medium prose prose-bubble"
+    />
+  </div>
+</template>

app/javascript/dashboard/components-next/template-preview/QuickReplyTemplate.vue

@@ -0,0 +1,42 @@
+<script setup>
+import { computed } from 'vue';
+import Button from 'dashboard/components-next/button/Button.vue';
+import Icon from 'dashboard/components-next/icon/Icon.vue';
+
+const props = defineProps({
+  message: {
+    type: Object,
+    required: true,
+  },
+});
+
+const actions = computed(() => props.message.actions || []);
+</script>
+
+<template>
+  <div
+    class="rounded-xl divide-y bg-n-alpha-2 divide-n-strong text-n-slate-12 max-w-80"
+  >
+    <div class="p-3">
+      <span
+        v-dompurify-html="message.content"
+        class="text-sm font-medium prose prose-bubble"
+      />
+    </div>
+    <div
+      v-for="(action, index) in actions"
+      :key="index"
+      class="flex justify-center items-center p-3"
+    >
+      <Button
+        :label="action.title || action.text || 'Button'"
+        link
+        class="hover:!no-underline"
+      >
+        <template #icon>
+          <Icon icon="i-woot-quick-reply" class="size-[15px]" />
+        </template>
+      </Button>
+    </div>
+  </div>
+</template>

app/javascript/dashboard/components-next/template-preview/TemplatePreview.story.vue

@@ -0,0 +1,105 @@
+<script setup>
+import TemplatePreview from './TemplatePreview.vue';
+import {
+  whatsAppTemplates,
+  getWhatsAppVariables,
+} from './templates/whatsapp-templates.js';
+import { twilioTemplates } from './templates/twilio-templates.js';
+
+const findWhatsApp = name => whatsAppTemplates.find(t => t.name === name);
+const findTwilio = name => twilioTemplates.find(t => t.friendly_name === name);
+
+const greet = findWhatsApp('greet');
+const eventInvitation = findWhatsApp('event_invitation_static');
+const orderConfirmation = findWhatsApp('order_confirmation');
+const discountCoupon = findWhatsApp('discount_coupon');
+const trainingVideo = findWhatsApp('training_video');
+
+const twilioGreet = findTwilio('greet');
+const shoeLaunch = findTwilio('shoe_launch');
+const welcomeMessage = findTwilio('welcome_message_new');
+const courseFeeReminder = findTwilio('course_fee_reminder');
+</script>
+
+<template>
+  <Story
+    title="Components/TemplatePreview"
+    :layout="{ type: 'grid', width: 400 }"
+  >
+    <Variant title="WhatsApp - Simple Text">
+      <TemplatePreview
+        :template="greet"
+        :variables="getWhatsAppVariables(greet)"
+        platform="whatsapp"
+      />
+    </Variant>
+
+    <Variant title="WhatsApp - Simple Text (No Variables)">
+      <TemplatePreview :template="greet" :variables="{}" platform="whatsapp" />
+    </Variant>
+
+    <Variant title="WhatsApp - Call to Action Buttons">
+      <TemplatePreview
+        :template="eventInvitation"
+        :variables="getWhatsAppVariables(eventInvitation)"
+        platform="whatsapp"
+      />
+    </Variant>
+
+    <Variant title="WhatsApp - Image Media">
+      <TemplatePreview
+        :template="orderConfirmation"
+        :variables="getWhatsAppVariables(orderConfirmation)"
+        platform="whatsapp"
+      />
+    </Variant>
+
+    <Variant title="WhatsApp - Video Media">
+      <TemplatePreview
+        :template="trainingVideo"
+        :variables="getWhatsAppVariables(trainingVideo)"
+        platform="whatsapp"
+      />
+    </Variant>
+
+    <Variant title="WhatsApp - Copy Code">
+      <TemplatePreview
+        :template="discountCoupon"
+        :variables="getWhatsAppVariables(discountCoupon)"
+        platform="whatsapp"
+      />
+    </Variant>
+
+    <Variant title="Twilio - Text">
+      <TemplatePreview
+        :template="twilioGreet"
+        :variables="twilioGreet.variables"
+        platform="twilio"
+      />
+    </Variant>
+
+    <Variant title="Twilio - Media">
+      <TemplatePreview
+        :template="shoeLaunch"
+        :variables="shoeLaunch.variables"
+        platform="twilio"
+      />
+    </Variant>
+
+    <Variant title="Twilio - Quick Reply">
+      <TemplatePreview
+        :template="welcomeMessage"
+        :variables="welcomeMessage.variables"
+        platform="twilio"
+      />
+    </Variant>
+
+    <Variant title="Twilio - Call to Action">
+      <TemplatePreview
+        :template="courseFeeReminder"
+        :variables="courseFeeReminder.variables"
+        platform="twilio"
+      />
+    </Variant>
+  </Story>
+</template>

app/javascript/dashboard/components-next/template-preview/TemplatePreview.vue

@@ -0,0 +1,112 @@
+<script setup>
+import { computed } from 'vue';
+import { TemplateNormalizer } from 'dashboard/services/TemplateNormalizer';
+import {
+  PLATFORMS,
+  TEMPLATE_TYPES,
+  WA_HEADER_FORMATS,
+  WA_MEDIA_FORMATS,
+} from 'dashboard/services/TemplateConstants';
+
+import CardTemplate from './CardTemplate.vue';
+import CallToActionTemplate from './CallToActionTemplate.vue';
+import MediaTemplate from './MediaTemplate.vue';
+import WhatsAppTextTemplate from './WhatsAppTextTemplate.vue';
+import QuickReplyTemplate from './QuickReplyTemplate.vue';
+
+const props = defineProps({
+  template: {
+    type: Object,
+    required: true,
+  },
+  variables: {
+    type: Object,
+    default: () => ({}),
+  },
+  platform: {
+    type: String,
+    required: true,
+    validator: value => Object.values(PLATFORMS).includes(value),
+  },
+});
+
+const COMPONENT_MAP = {
+  [TEMPLATE_TYPES.WHATSAPP_TEXT]: WhatsAppTextTemplate,
+  [TEMPLATE_TYPES.WHATSAPP_TEXT_HEADER]: WhatsAppTextTemplate,
+  [TEMPLATE_TYPES.WHATSAPP_MEDIA_IMAGE]: MediaTemplate,
+  [TEMPLATE_TYPES.WHATSAPP_MEDIA_VIDEO]: MediaTemplate,
+  [TEMPLATE_TYPES.WHATSAPP_MEDIA_DOCUMENT]: MediaTemplate,
+  [TEMPLATE_TYPES.WHATSAPP_INTERACTIVE]: CallToActionTemplate,
+  [TEMPLATE_TYPES.WHATSAPP_COPY_CODE]: CallToActionTemplate,
+  [TEMPLATE_TYPES.TWILIO_TEXT]: WhatsAppTextTemplate,
+  [TEMPLATE_TYPES.TWILIO_MEDIA]: MediaTemplate,
+  [TEMPLATE_TYPES.TWILIO_QUICK_REPLY]: QuickReplyTemplate,
+  [TEMPLATE_TYPES.TWILIO_CALL_TO_ACTION]: CallToActionTemplate,
+  [TEMPLATE_TYPES.TWILIO_CARD]: CardTemplate,
+};
+
+const substituteVariables = (text, variables) => {
+  if (!text) return '';
+  return text.replace(/\{\{([^}]+)\}\}/g, (match, variable) => {
+    const value = variables[variable];
+    return value !== undefined && value !== '' ? value : `[${variable}]`;
+  });
+};
+
+const processedTemplate = computed(() => {
+  const normalized = TemplateNormalizer.normalize(
+    props.template,
+    props.platform
+  );
+
+  let content = '';
+  let imageUrl = '';
+  let title = '';
+  let footer = '';
+
+  if (props.platform === PLATFORMS.WHATSAPP) {
+    content = normalized.body?.text || '';
+
+    if (normalized.header) {
+      if (WA_MEDIA_FORMATS.includes(normalized.header.format)) {
+        imageUrl = normalized.header.example?.header_handle?.[0] || '';
+      }
+      if (normalized.header.format === WA_HEADER_FORMATS.TEXT) {
+        title = normalized.header.text || '';
+      }
+    }
+
+    footer = normalized.footer?.text || '';
+  } else {
+    content = normalized.body || '';
+
+    if (normalized.media && normalized.media.length > 0) {
+      imageUrl = normalized.media[0];
+    }
+  }
+
+  const buttons = normalized.buttons?.length
+    ? normalized.buttons
+    : normalized.actions || [];
+
+  return {
+    ...normalized,
+    content: substituteVariables(content, props.variables),
+    title: substituteVariables(title, props.variables),
+    footer: substituteVariables(footer, props.variables),
+    image_url: substituteVariables(imageUrl, props.variables),
+    buttons,
+    actions: normalized.actions || [],
+  };
+});
+
+const previewComponent = computed(
+  () => COMPONENT_MAP[processedTemplate.value.type] || WhatsAppTextTemplate
+);
+</script>
+
+<template>
+  <div class="template-preview">
+    <component :is="previewComponent" :message="processedTemplate" />
+  </div>
+</template>

app/javascript/dashboard/components-next/template-preview/TemplatePreviewExamples.story.vue

@@ -0,0 +1,199 @@
+<script setup>
+import TemplatePreview from './TemplatePreview.vue';
+import {
+  whatsAppTemplates,
+  getWhatsAppVariables,
+} from './templates/whatsapp-templates.js';
+import { twilioTemplates } from './templates/twilio-templates.js';
+</script>
+
+<template>
+  <Story
+    title="Components/TemplatePreviewExamples"
+    :layout="{ type: 'grid', width: 400 }"
+  >
+    <Variant title="WA: Event Invitation (Buttons)">
+      <TemplatePreview
+        :template="whatsAppTemplates[0]"
+        :variables="getWhatsAppVariables(whatsAppTemplates[0])"
+        platform="whatsapp"
+      />
+    </Variant>
+
+    <Variant title="WA: Purchase Receipt (Document)">
+      <TemplatePreview
+        :template="whatsAppTemplates[1]"
+        :variables="getWhatsAppVariables(whatsAppTemplates[1])"
+        platform="whatsapp"
+      />
+    </Variant>
+
+    <Variant title="WA: Discount Coupon (Copy Code)">
+      <TemplatePreview
+        :template="whatsAppTemplates[2]"
+        :variables="getWhatsAppVariables(whatsAppTemplates[2])"
+        platform="whatsapp"
+      />
+    </Variant>
+
+    <Variant title="WA: Support Callback (Phone)">
+      <TemplatePreview
+        :template="whatsAppTemplates[3]"
+        :variables="getWhatsAppVariables(whatsAppTemplates[3])"
+        platform="whatsapp"
+      />
+    </Variant>
+
+    <Variant title="WA: Training Video (Video)">
+      <TemplatePreview
+        :template="whatsAppTemplates[4]"
+        :variables="getWhatsAppVariables(whatsAppTemplates[4])"
+        platform="whatsapp"
+      />
+    </Variant>
+
+    <Variant title="WA: Order Confirmation (Image)">
+      <TemplatePreview
+        :template="whatsAppTemplates[5]"
+        :variables="getWhatsAppVariables(whatsAppTemplates[5])"
+        platform="whatsapp"
+      />
+    </Variant>
+
+    <Variant title="WA: Product Launch (Image + Footer)">
+      <TemplatePreview
+        :template="whatsAppTemplates[6]"
+        :variables="getWhatsAppVariables(whatsAppTemplates[6])"
+        platform="whatsapp"
+      />
+    </Variant>
+
+    <Variant title="WA: Technician Visit (Header + Buttons)">
+      <TemplatePreview
+        :template="whatsAppTemplates[7]"
+        :variables="getWhatsAppVariables(whatsAppTemplates[7])"
+        platform="whatsapp"
+      />
+    </Variant>
+
+    <Variant title="WA: Greet (Simple Text)">
+      <TemplatePreview
+        :template="whatsAppTemplates[8]"
+        :variables="getWhatsAppVariables(whatsAppTemplates[8])"
+        platform="whatsapp"
+      />
+    </Variant>
+
+    <Variant title="WA: Hello World (Header + Footer)">
+      <TemplatePreview
+        :template="whatsAppTemplates[9]"
+        :variables="getWhatsAppVariables(whatsAppTemplates[9])"
+        platform="whatsapp"
+      />
+    </Variant>
+
+    <Variant title="WA: Feedback Request (Button)">
+      <TemplatePreview
+        :template="whatsAppTemplates[10]"
+        :variables="getWhatsAppVariables(whatsAppTemplates[10])"
+        platform="whatsapp"
+      />
+    </Variant>
+
+    <Variant title="WA: Address Update (Header)">
+      <TemplatePreview
+        :template="whatsAppTemplates[11]"
+        :variables="getWhatsAppVariables(whatsAppTemplates[11])"
+        platform="whatsapp"
+      />
+    </Variant>
+
+    <Variant title="WA: Delivery Confirmation">
+      <TemplatePreview
+        :template="whatsAppTemplates[12]"
+        :variables="getWhatsAppVariables(whatsAppTemplates[12])"
+        platform="whatsapp"
+      />
+    </Variant>
+
+    <Variant title="Twilio: Shoe Launch (Media)">
+      <TemplatePreview
+        :template="twilioTemplates[0]"
+        :variables="twilioTemplates[0].variables"
+        platform="twilio"
+      />
+    </Variant>
+
+    <Variant title="Twilio: Product Launch Custom Price (Media)">
+      <TemplatePreview
+        :template="twilioTemplates[1]"
+        :variables="twilioTemplates[1].variables"
+        platform="twilio"
+      />
+    </Variant>
+
+    <Variant title="Twilio: Product Launch (Media)">
+      <TemplatePreview
+        :template="twilioTemplates[2]"
+        :variables="twilioTemplates[2].variables"
+        platform="twilio"
+      />
+    </Variant>
+
+    <Variant title="Twilio: Greet (Text)">
+      <TemplatePreview
+        :template="twilioTemplates[3]"
+        :variables="twilioTemplates[3].variables"
+        platform="twilio"
+      />
+    </Variant>
+
+    <Variant title="Twilio: Order Status (Text)">
+      <TemplatePreview
+        :template="twilioTemplates[4]"
+        :variables="twilioTemplates[4].variables"
+        platform="twilio"
+      />
+    </Variant>
+
+    <Variant title="Twilio: Hello World (Text)">
+      <TemplatePreview
+        :template="twilioTemplates[5]"
+        :variables="twilioTemplates[5].variables"
+        platform="twilio"
+      />
+    </Variant>
+
+    <Variant title="Twilio: Welcome Message New (Quick Reply)">
+      <TemplatePreview
+        :template="twilioTemplates[6]"
+        :variables="twilioTemplates[6].variables"
+        platform="twilio"
+      />
+    </Variant>
+
+    <Variant title="Twilio: SaaS WhatsApp Question (Quick Reply)">
+      <TemplatePreview
+        :template="twilioTemplates[7]"
+        :variables="twilioTemplates[7].variables"
+        platform="twilio"
+      />
+    </Variant>
+
+    <Variant title="Twilio: Welcome Message (Quick Reply)">
+      <TemplatePreview
+        :template="twilioTemplates[8]"
+        :variables="twilioTemplates[8].variables"
+        platform="twilio"
+      />
+    </Variant>
+
+    <Variant title="Twilio: Course Fee Reminder (Call to Action)">
+      <TemplatePreview
+        :template="twilioTemplates[9]"
+        :variables="twilioTemplates[9].variables"
+        platform="twilio"
+      />
+    </Variant>
+  </Story>
+</template>

app/javascript/dashboard/components-next/template-preview/TextTemplate.vue

@@ -8,7 +8,7 @@ defineProps({
 </script>
 
 <template>
-  <div class="bg-n-alpha-2 text-n-slate-12 rounded-xl p-3 max-w-80">
+  <div class="p-3 rounded-xl bg-n-alpha-2 text-n-slate-12 max-w-80">
     <span v-dompurify-html="message.content" class="prose prose-bubble" />
   </div>
 </template>

app/javascript/dashboard/components-next/template-preview/WhatsAppTextTemplate.vue

@@ -0,0 +1,26 @@
+<script setup>
+defineProps({
+  message: {
+    type: Object,
+    required: true,
+  },
+});
+</script>
+
+<template>
+  <div
+    class="flex flex-col gap-2 p-3 rounded-xl bg-n-alpha-2 text-n-slate-12 max-w-80"
+  >
+    <div v-if="message.title" class="text-base font-bold">
+      {{ message.title }}
+    </div>
+
+    <div v-if="message.content" class="text-sm font-medium prose prose-bubble">
+      <span v-dompurify-html="message.content" />
+    </div>
+
+    <div v-if="message.footer" class="text-xs opacity-70 text-n-slate-11">
+      {{ message.footer }}
+    </div>
+  </div>
+</template>

app/javascript/dashboard/components-next/template-preview/index.js

@@ -0,0 +1,6 @@
+// Main Template Preview Component
+export { default as TemplatePreview } from './TemplatePreview.vue';
+
+// Core Services
+export { TemplateTypeDetector } from 'dashboard/services/TemplateTypeDetector';
+export { TemplateNormalizer } from 'dashboard/services/TemplateNormalizer';

app/javascript/dashboard/components-next/template-preview/templates/twilio-templates.js

@@ -0,0 +1,209 @@
+export const twilioTemplates = [
+  {
+    body: 'Introducing our latest release  the {{1}}! Available now for just {{2}}. Be among the first to own this style. Limited stock available!',
+    types: {
+      'twilio/media': {
+        body: 'Introducing our latest release  the {{1}}! Available now for just {{2}}. Be among the first to own this style. Limited stock available!',
+        media: ['https://vite-five-phi.vercel.app/jordan-shoes.jpg'],
+      },
+    },
+    status: 'approved',
+    category: 'utility',
+    language: 'en',
+    variables: {
+      1: 'Jordan',
+      2: '100$',
+    },
+    content_sid: 'HX4b1ff075f097ccdf7f274b6af4d7be02',
+    friendly_name: 'shoe_launch',
+    template_type: 'media',
+  },
+  {
+    body: 'Introducing our latest release  the {{1}}! Available now for just {{2}}. Be among the first to own this style. Limited stock available!',
+    types: {
+      'twilio/media': {
+        body: 'Introducing our latest release  the {{1}}! Available now for just {{2}}. Be among the first to own this style. Limited stock available!',
+        media: ['https://vite-five-phi.vercel.app/jordan-shoes.jpg'],
+      },
+    },
+    status: 'approved',
+    category: 'utility',
+    language: 'en',
+    variables: {
+      1: 'Jordan',
+      2: '400$',
+    },
+    content_sid: 'HXd5c1f8f8d68976f841c440d5e4b46c2e',
+    friendly_name: 'product_launch_custom_price',
+    template_type: 'media',
+  },
+  {
+    body: 'Introducing our latest release  the Nike Air Force! Available now for just $129.99',
+    types: {
+      'twilio/media': {
+        body: 'Introducing our latest release  the Nike Air Force! Available now for just $129.99',
+        media: ['https://vite-five-phi.vercel.app/jordan-shoes.jpg'],
+      },
+    },
+    status: 'approved',
+    category: 'utility',
+    language: 'en',
+    variables: {},
+    content_sid: 'HX25f6e823f2416ca4b34254d98e916fae',
+    friendly_name: 'product_launch',
+    template_type: 'media',
+  },
+  {
+    body: 'Hey {{1}}, how may I help you?',
+    types: {
+      'twilio/text': {
+        body: 'Hey {{1}}, how may I help you?',
+      },
+    },
+    status: 'approved',
+    category: 'utility',
+    language: 'en',
+    variables: {
+      1: 'John',
+    },
+    content_sid: 'HXee240fd3a8b5045dba057feda5173e55',
+    friendly_name: 'greet',
+    template_type: 'text',
+  },
+  {
+    body: "Hi {{1}} Thanks for placing an order with us. We'll let you know once your order has been processed and delivered. Your order number is {{3}}. Thanks",
+    types: {
+      'twilio/text': {
+        body: "Hi {{1}} Thanks for placing an order with us. We'll let you know once your order has been processed and delivered. Your order number is {{3}}. Thanks",
+      },
+    },
+    status: 'approved',
+    category: 'utility',
+    language: 'en',
+    variables: {
+      1: 'John',
+      3: '12345',
+    },
+    content_sid: 'HX88291ef8d30d7dcd436cbb9b21c236f4',
+    friendly_name: 'order_status',
+    template_type: 'text',
+  },
+  {
+    body: 'Welcome and congratulations!! This message demonstrates your ability to send a WhatsApp message notification from the Cloud API, hosted by Meta. Thank you for taking the time to test with us.',
+    types: {
+      'twilio/text': {
+        body: 'Welcome and congratulations!! This message demonstrates your ability to send a WhatsApp message notification from the Cloud API, hosted by Meta. Thank you for taking the time to test with us.',
+      },
+    },
+    status: 'approved',
+    category: 'utility',
+    language: 'en',
+    variables: {},
+    content_sid: 'HXdc6da32d489ee80f67c07d5bb0e7e390',
+    friendly_name: 'hello_world',
+    template_type: 'text',
+  },
+  {
+    body: 'Thanks for reaching out to us. Before we proceed, we would like to get some information from you to assist you better. To whom would you like to connect?',
+    types: {
+      'twilio/quick-reply': {
+        body: 'Thanks for reaching out to us. Before we proceed, we would like to get some information from you to assist you better. To whom would you like to connect?',
+        actions: [
+          {
+            id: 'Sales_payload',
+            title: 'Sales',
+          },
+          {
+            id: 'Support_payload',
+            title: 'Support',
+          },
+        ],
+      },
+    },
+    status: 'approved',
+    category: 'utility',
+    language: 'en_US',
+    variables: {},
+    content_sid: 'HX778677f5867f96175ab4b7efb9a5bee6',
+    friendly_name: 'welcome_message_new',
+    template_type: 'quick_reply',
+  },
+  {
+    body: 'What type of Chatwoot installation are you using? Select "Chatwoot Cloud" if you are using app.chatwoot.com, otherwise select "Self-hosted Chatwoot".',
+    types: {
+      'twilio/quick-reply': {
+        body: 'What type of Chatwoot installation are you using? Select "Chatwoot Cloud" if you are using app.chatwoot.com, otherwise select "Self-hosted Chatwoot".',
+        actions: [
+          {
+            id: 'Chatwoot Cloud_payload',
+            title: 'Chatwoot Cloud',
+          },
+          {
+            id: 'Self-hosted Chatwoot_payload',
+            title: 'Self-hosted Chatwoot',
+          },
+        ],
+      },
+    },
+    status: 'approved',
+    category: 'utility',
+    language: 'en_US',
+    variables: {},
+    content_sid: 'HX3a35e5cd76529fd91d19341deb4ef685',
+    friendly_name: 'saas_whatsapp_question',
+    template_type: 'quick_reply',
+  },
+  {
+    body: 'Thanks for reaching out to us. Happy to help. What are you looking for?',
+    types: {
+      'twilio/quick-reply': {
+        body: 'Thanks for reaching out to us. Happy to help. What are you looking for?',
+        actions: [
+          {
+            id: 'Support_payload',
+            title: 'Support',
+          },
+          {
+            id: 'Sales_payload',
+            title: 'Sales',
+          },
+          {
+            id: 'Demo_payload',
+            title: 'Demo',
+          },
+        ],
+      },
+    },
+    status: 'approved',
+    category: 'utility',
+    language: 'en_US',
+    variables: {},
+    content_sid: 'HX5d8e09f96cee2f7fb7bab223c03cb0a1',
+    friendly_name: 'welcome_message',
+    template_type: 'quick_reply',
+  },
+  {
+    types: {
+      'twilio/call-to-action': {
+        actions: [
+          {
+            id: null,
+            title: 'Pay now',
+            type: 'URL',
+            url: 'https://payments.example.com/pay',
+          },
+        ],
+        body: 'Hello, this is a gentle reminder regarding your course fee.\n\nThe payment is due on {{date}}.\nKindly complete the payment at your convenience',
+      },
+    },
+    status: 'approved',
+    category: 'utility',
+    language: 'en',
+    variables: {
+      date: '01-Jan-2026',
+    },
+    content_sid: 'HX63e56fc142aad670f320bf400d5bfeb7',
+    friendly_name: 'course_fee_reminder',
+    template_type: 'call_to_action',
+  },
+];

app/javascript/dashboard/components-next/template-preview/templates/whatsapp-templates.js

@@ -0,0 +1,408 @@
+export const whatsAppTemplates = [
+  {
+    id: '1381151706284063',
+    name: 'event_invitation_static',
+    status: 'APPROVED',
+    category: 'MARKETING',
+    language: 'en',
+    components: [
+      {
+        text: "You're invited to {{event_name}} at {{location}}, Join us for an amazing experience!",
+        type: 'BODY',
+        example: {
+          body_text_named_params: [
+            {
+              example: 'F1',
+              param_name: 'event_name',
+            },
+            {
+              example: 'Dubai',
+              param_name: 'location',
+            },
+          ],
+        },
+      },
+      {
+        type: 'BUTTONS',
+        buttons: [
+          {
+            url: 'https://events.example.com/register',
+            text: 'Visit website',
+            type: 'URL',
+          },
+          {
+            url: 'https://maps.app.goo.gl/YoWAzRj1GDuxs6qz8',
+            text: 'Get Directions',
+            type: 'URL',
+          },
+        ],
+      },
+    ],
+    sub_category: 'CUSTOM',
+    parameter_format: 'NAMED',
+  },
+  {
+    id: '767076159336759',
+    name: 'purchase_receipt',
+    status: 'APPROVED',
+    category: 'UTILITY',
+    language: 'en_US',
+    components: [
+      {
+        type: 'HEADER',
+        format: 'DOCUMENT',
+        example: {
+          header_handle: [
+            'https://www.w3.org/WAI/ER/tests/xhtml/testfiles/resources/pdf/dummy.pdf',
+          ],
+        },
+      },
+      {
+        text: 'Thank you for using your {{1}} card at {{2}}. Your {{3}} is attached as a PDF.',
+        type: 'BODY',
+        example: {
+          body_text: [['credit', 'CS Mutual', 'receipt']],
+        },
+      },
+    ],
+    parameter_format: 'POSITIONAL',
+  },
+  {
+    id: '1469258364071127',
+    name: 'discount_coupon',
+    status: 'APPROVED',
+    category: 'MARKETING',
+    language: 'en',
+    components: [
+      {
+        text: 'Special offer for you! Get {{discount_percentage}}% off your next purchase. Use the code below at checkout',
+        type: 'BODY',
+        example: {
+          body_text_named_params: [
+            {
+              example: '30',
+              param_name: 'discount_percentage',
+            },
+          ],
+        },
+      },
+      {
+        type: 'BUTTONS',
+        buttons: [
+          {
+            text: 'Copy offer code',
+            type: 'COPY_CODE',
+            example: ['SAVE1OFF'],
+          },
+        ],
+      },
+    ],
+    sub_category: 'CUSTOM',
+    parameter_format: 'NAMED',
+  },
+  {
+    id: '1075221534579807',
+    name: 'support_callback',
+    status: 'APPROVED',
+    category: 'UTILITY',
+    language: 'en',
+    components: [
+      {
+        text: 'Hello {{name}},  our support team will call you regarding ticket # {{ticket_id}}.',
+        type: 'BODY',
+        example: {
+          body_text_named_params: [
+            {
+              example: 'muhsin',
+              param_name: 'name',
+            },
+            {
+              example: '232323',
+              param_name: 'ticket_id',
+            },
+          ],
+        },
+      },
+      {
+        type: 'BUTTONS',
+        buttons: [
+          {
+            text: 'Call Support',
+            type: 'PHONE_NUMBER',
+            phone_number: '+2112121212',
+          },
+        ],
+      },
+    ],
+    sub_category: 'CUSTOM',
+    parameter_format: 'NAMED',
+  },
+  {
+    id: '1023596726651144',
+    name: 'training_video',
+    status: 'APPROVED',
+    category: 'MARKETING',
+    language: 'en',
+    components: [
+      {
+        type: 'HEADER',
+        format: 'VIDEO',
+        example: {
+          header_handle: [
+            'https://scontent.whatsapp.net/v/t61.29466-34/521582686_1023596729984477_1872358575355618432_n.mp4',
+          ],
+        },
+      },
+      {
+        text: "Hi {{name}}, here's your training video. Please watch by{{date}}.",
+        type: 'BODY',
+        example: {
+          body_text_named_params: [
+            {
+              example: 'john',
+              param_name: 'name',
+            },
+            {
+              example: 'July 31',
+              param_name: 'date',
+            },
+          ],
+        },
+      },
+    ],
+    sub_category: 'CUSTOM',
+    parameter_format: 'NAMED',
+  },
+  {
+    id: '1106685194739985',
+    name: 'order_confirmation',
+    status: 'APPROVED',
+    category: 'MARKETING',
+    language: 'en',
+    components: [
+      {
+        type: 'HEADER',
+        format: 'IMAGE',
+        example: {
+          header_handle: ['https://vite-five-phi.vercel.app/vaporfly.png'],
+        },
+      },
+      {
+        text: 'Hi your order {{1}} is confirmed. Please wait for further updates',
+        type: 'BODY',
+        example: {
+          body_text: [['blue canvas shoes']],
+        },
+      },
+    ],
+    sub_category: 'CUSTOM',
+    parameter_format: 'POSITIONAL',
+  },
+  {
+    id: '1242180011253003',
+    name: 'product_launch',
+    status: 'APPROVED',
+    category: 'MARKETING',
+    language: 'en',
+    components: [
+      {
+        type: 'HEADER',
+        format: 'IMAGE',
+        example: {
+          header_handle: ['https://vite-five-phi.vercel.app/coat.png'],
+        },
+      },
+      {
+        text: 'New arrival! Our stunning coat now available in {{color}} color.',
+        type: 'BODY',
+        example: {
+          body_text_named_params: [
+            {
+              example: 'blue',
+              param_name: 'color',
+            },
+          ],
+        },
+      },
+      {
+        text: 'Free shipping on orders over $100. Limited time offer.',
+        type: 'FOOTER',
+      },
+    ],
+    sub_category: 'CUSTOM',
+    parameter_format: 'NAMED',
+  },
+  {
+    id: '1449876326175680',
+    name: 'technician_visit',
+    status: 'APPROVED',
+    category: 'UTILITY',
+    language: 'en_US',
+    components: [
+      {
+        text: 'Technician visit',
+        type: 'HEADER',
+        format: 'TEXT',
+      },
+      {
+        text: "Hi {{1}}, we're scheduling a technician visit to {{2}} on {{3}} between {{4}} and {{5}}. Please confirm if this time slot works for you.",
+        type: 'BODY',
+        example: {
+          body_text: [
+            ['John', '123 Maple St', '2025-12-31', '10:00 AM', '2:00 PM'],
+          ],
+        },
+      },
+      {
+        type: 'BUTTONS',
+        buttons: [
+          {
+            text: 'Confirm',
+            type: 'QUICK_REPLY',
+          },
+          {
+            text: 'Reschedule',
+            type: 'QUICK_REPLY',
+          },
+        ],
+      },
+    ],
+    parameter_format: 'POSITIONAL',
+  },
+  {
+    id: '997298832221901',
+    name: 'greet',
+    status: 'APPROVED',
+    category: 'MARKETING',
+    language: 'en',
+    components: [
+      {
+        text: 'Hey {{customer_name}} how may I help you?',
+        type: 'BODY',
+        example: {
+          body_text_named_params: [
+            {
+              example: 'John',
+              param_name: 'customer_name',
+            },
+          ],
+        },
+      },
+    ],
+    sub_category: 'CUSTOM',
+    parameter_format: 'NAMED',
+  },
+  {
+    id: '632315222954611',
+    name: 'hello_world',
+    status: 'APPROVED',
+    category: 'UTILITY',
+    language: 'en_US',
+    components: [
+      {
+        text: 'Hello World',
+        type: 'HEADER',
+        format: 'TEXT',
+      },
+      {
+        text: 'Welcome and congratulations!! This message demonstrates your ability to send a WhatsApp message notification from the Cloud API, hosted by Meta. Thank you for taking the time to test with us.',
+        type: 'BODY',
+      },
+      {
+        text: 'WhatsApp Business Platform sample message',
+        type: 'FOOTER',
+      },
+    ],
+    parameter_format: 'POSITIONAL',
+  },
+  {
+    id: '787864066907971',
+    name: 'feedback_request',
+    status: 'APPROVED',
+    category: 'MARKETING',
+    language: 'en',
+    components: [
+      {
+        text: "Hey {{name}}, how was your experience with Puma? We'd love your feedback!",
+        type: 'BODY',
+        example: {
+          body_text_named_params: [
+            {
+              example: 'muhsin',
+              param_name: 'name',
+            },
+          ],
+        },
+      },
+      {
+        type: 'BUTTONS',
+        buttons: [
+          {
+            url: 'https://feedback.example.com/survey',
+            text: 'Leave Feedback',
+            type: 'URL',
+          },
+        ],
+      },
+    ],
+    sub_category: 'CUSTOM',
+    parameter_format: 'NAMED',
+  },
+  {
+    id: '1938057163677205',
+    name: 'address_update',
+    status: 'APPROVED',
+    category: 'UTILITY',
+    language: 'en_US',
+    components: [
+      {
+        text: 'Address update',
+        type: 'HEADER',
+        format: 'TEXT',
+      },
+      {
+        text: 'Hi {{1}}, your delivery address has been successfully updated to {{2}}. Contact {{3}} for any inquiries.',
+        type: 'BODY',
+        example: {
+          body_text: [['John', '123 Main St', 'support@telco.com']],
+        },
+      },
+    ],
+    parameter_format: 'POSITIONAL',
+  },
+  {
+    id: '1644094842949394',
+    name: 'delivery_confirmation',
+    status: 'APPROVED',
+    category: 'UTILITY',
+    language: 'en_US',
+    components: [
+      {
+        text: '{{1}}, your order was successfully delivered on {{2}}.\\n\\nThank you for your purchase.\\n',
+        type: 'BODY',
+        example: {
+          body_text: [['John', 'Jan 1, 2024']],
+        },
+      },
+    ],
+    parameter_format: 'POSITIONAL',
+  },
+];
+
+// Helper function to get variable values from examples
+export const getWhatsAppVariables = template => {
+  const variables = {};
+  template.components?.forEach(component => {
+    if (component.example?.body_text_named_params) {
+      component.example.body_text_named_params.forEach(param => {
+        variables[param.param_name] = param.example;
+      });
+    }
+    if (component.example?.body_text) {
+      component.example.body_text[0]?.forEach((value, index) => {
+        variables[(index + 1).toString()] = value;
+      });
+    }
+  });
+  return variables;
+};

app/javascript/dashboard/components/CustomAttribute.vue

@@ -102,13 +102,14 @@ export default {
       return this.v$.editedValue.$error;
     },
     errorMessage() {
-      if (this.v$.editedValue.url) {
+      if (this.v$.editedValue.url?.$invalid) {
         return this.$t('CUSTOM_ATTRIBUTES.VALIDATIONS.INVALID_URL');
       }
-      if (!this.v$.editedValue.regexValidation) {
-        return this.regexCue
-          ? this.regexCue
-          : this.$t('CUSTOM_ATTRIBUTES.VALIDATIONS.INVALID_INPUT');
+      if (this.v$.editedValue.regexValidation?.$invalid) {
+        return (
+          this.regexCue ||
+          this.$t('CUSTOM_ATTRIBUTES.VALIDATIONS.INVALID_INPUT')
+        );
       }
       return this.$t('CUSTOM_ATTRIBUTES.VALIDATIONS.REQUIRED');
     },
@@ -134,9 +135,12 @@ export default {
       editedValue: {
         required,
         regexValidation: value => {
-          return !(
-            this.attributeRegex && !getRegexp(this.attributeRegex).test(value)
-          );
+          if (!this.attributeRegex || !value) return true;
+          try {
+            return getRegexp(this.attributeRegex).test(value);
+          } catch {
+            return false;
+          }
         },
       },
     };

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

@@ -1,11 +1,16 @@
 <script setup>
-import { watch } from 'vue';
-import { useRouter } from 'vue-router';
+import { computed, onBeforeUnmount, ref, watch } from 'vue';
+import { useRoute, useRouter } from 'vue-router';
 import { useStore } from 'vuex';
 import { useCallSession } from 'dashboard/composables/useCallSession';
+import { setWhatsappCallMuted } from 'dashboard/composables/useWhatsappCallSession';
+import { frontendURL, conversationUrl } from 'dashboard/helper/URLHelper';
 import WindowVisibilityHelper from 'dashboard/helper/AudioAlerts/WindowVisibilityHelper';
 import Avatar from 'dashboard/components-next/avatar/Avatar.vue';
 
+const RINGTONE_URL = '/audio/dashboard/bell.mp3';
+
+const route = useRoute();
 const router = useRouter();
 const store = useStore();
 
@@ -21,19 +26,53 @@ const {
   formattedCallDuration,
 } = useCallSession();
 
+// Mute is currently WhatsApp-only — Twilio calls are mediated server-side and
+// don't expose a mic track on the browser side.
+const isMuted = ref(false);
+const isWhatsappActive = computed(
+  () => activeCall.value?.provider === 'whatsapp'
+);
+
+const toggleMute = () => {
+  isMuted.value = !isMuted.value;
+  setWhatsappCallMuted(isMuted.value);
+};
+
+watch(hasActiveCall, active => {
+  if (!active) isMuted.value = false;
+});
+
 const getCallInfo = call => {
   const conversation = store.getters.getConversationById(call?.conversationId);
   const inbox = store.getters['inboxes/getInbox'](conversation?.inbox_id);
   const sender = conversation?.meta?.sender;
+  // Inbound WhatsApp calls stash caller info on the call record (from the cable
+  // payload) so the widget has something to show before the conversation lands.
+  const caller = call?.caller;
   return {
     conversation,
     inbox,
-    contactName: sender?.name || sender?.phone_number || 'Unknown caller',
+    contactName:
+      sender?.name ||
+      sender?.phone_number ||
+      caller?.name ||
+      caller?.phone ||
+      'Unknown caller',
+    phoneNumber: sender?.phone_number || caller?.phone || '',
     inboxName: inbox?.name || 'Customer support',
-    avatar: sender?.avatar || sender?.thumbnail,
+    avatar: sender?.avatar || sender?.thumbnail || caller?.avatar,
   };
 };
 
+const goToConversation = call => {
+  const conversationId = call?.conversationId;
+  const accountId = route.params.accountId;
+  if (!conversationId || !accountId) return;
+  router.push({
+    path: frontendURL(conversationUrl({ accountId, id: conversationId })),
+  });
+};
+
 const handleEndCall = async () => {
   const call = activeCall.value;
   if (!call) return;
@@ -49,21 +88,22 @@ const handleEndCall = async () => {
 };
 
 const handleJoinCall = async call => {
+  if (!call || isJoining.value) return;
   const { conversation } = getCallInfo(call);
-  if (!call || !conversation || isJoining.value) return;
 
-  // End current active call before joining new one
   if (hasActiveCall.value) {
     await handleEndCall();
   }
 
+  // The conversation may not be hydrated yet (post-refresh seeding path);
+  // call.inboxId already carries what joinCall needs.
   const result = await joinCall({
     conversationId: call.conversationId,
-    inboxId: conversation.inbox_id,
+    inboxId: call.inboxId || conversation?.inbox_id,
     callSid: call.callSid,
   });
 
-  if (result) {
+  if (result && conversation) {
     router.push({
       name: 'inbox_conversation',
       params: { conversation_id: call.conversationId },
@@ -71,12 +111,15 @@ const handleJoinCall = async call => {
   }
 };
 
-// Auto-join outbound calls when window is visible
+// Auto-join outbound calls when window is visible. WhatsApp outbound has no
+// separate join step (the offer was sent at initiate time and the answer is
+// applied directly by the cable handler), so this only covers Twilio.
 watch(
   () => incomingCalls.value[0],
   call => {
     if (
       call?.callDirection === 'outbound' &&
+      call?.provider !== 'whatsapp' &&
       !hasActiveCall.value &&
       WindowVisibilityHelper.isWindowVisible()
     ) {
@@ -85,47 +128,103 @@ watch(
   },
   { immediate: true }
 );
+
+// Loop the ringtone while an inbound call is unanswered. Stop the moment any
+// call is active (we joined), every inbound call cleared, or the widget tears
+// down. Browser autoplay may reject the first play() if the tab has no prior
+// user gesture; that's fine — the visual widget still surfaces the call.
+const ringtone = new Audio(RINGTONE_URL);
+ringtone.loop = true;
+ringtone.volume = 1;
+
+const stopRingtone = () => {
+  ringtone.pause();
+  ringtone.currentTime = 0;
+};
+
+const ringingInbound = computed(() =>
+  incomingCalls.value.some(call => call.callDirection !== 'outbound')
+);
+
+watch(
+  () => ringingInbound.value && !hasActiveCall.value,
+  shouldRing => {
+    if (shouldRing) {
+      ringtone.play().catch(() => {});
+    } else {
+      stopRingtone();
+    }
+  },
+  { immediate: true }
+);
+
+onBeforeUnmount(stopRingtone);
 </script>
 
 <template>
   <div
     v-if="incomingCalls.length || hasActiveCall"
-    class="fixed ltr:right-4 rtl:left-4 bottom-4 z-50 flex flex-col gap-2 w-72"
+    class="fixed ltr:right-4 rtl:left-4 bottom-4 z-50 flex flex-col gap-2 w-80"
   >
     <!-- Incoming Calls (shown above active call) -->
     <div
       v-for="call in hasActiveCall ? incomingCalls : []"
       :key="call.callSid"
-      class="flex items-center gap-3 p-4 bg-n-solid-2 rounded-xl shadow-xl outline outline-1 outline-n-strong"
+      class="flex flex-col gap-3 p-4 bg-n-solid-2 rounded-xl shadow-xl outline outline-1 outline-n-strong"
     >
-      <div class="animate-pulse ring-2 ring-n-teal-9 rounded-full inline-flex">
-        <Avatar
-          :src="getCallInfo(call).avatar"
-          :name="getCallInfo(call).contactName"
-          :size="40"
-          rounded-full
-        />
+      <div class="flex items-center gap-3">
+        <div
+          class="animate-pulse ring-2 ring-n-teal-9 rounded-full inline-flex"
+        >
+          <Avatar
+            :src="getCallInfo(call).avatar"
+            :name="getCallInfo(call).contactName"
+            :size="40"
+            rounded-full
+          />
+        </div>
+        <div class="flex-1 min-w-0">
+          <p class="text-sm font-medium text-n-slate-12 truncate mb-0">
+            {{ getCallInfo(call).contactName }}
+          </p>
+          <p
+            v-if="getCallInfo(call).phoneNumber"
+            class="text-xs text-n-slate-11 truncate mb-0"
+          >
+            {{ getCallInfo(call).phoneNumber }}
+          </p>
+        </div>
       </div>
-      <div class="flex-1 min-w-0">
-        <p class="text-sm font-medium text-n-slate-12 truncate mb-0">
-          {{ getCallInfo(call).contactName }}
-        </p>
-        <p class="text-xs text-n-slate-11 truncate">
-          {{ getCallInfo(call).inboxName }}
-        </p>
-      </div>
-      <div class="flex shrink-0 gap-2">
+      <button
+        v-if="call.conversationId"
+        class="flex items-center gap-2 px-3 py-2 bg-n-alpha-2 hover:bg-n-alpha-3 rounded-lg transition-colors"
+        @click="goToConversation(call)"
+      >
+        <i class="text-base text-n-slate-11 i-ph-chat-circle-text-bold" />
+        <span class="text-xs text-n-slate-12">
+          {{ $t('CONVERSATION.VOICE_WIDGET.VIEW_CHAT_HISTORY') }}
+        </span>
+        <span class="ml-auto text-xs text-n-slate-11">
+          #{{ call.conversationId }}
+        </span>
+        <i class="text-xs text-n-slate-11 i-ph-caret-right-bold" />
+      </button>
+      <div class="flex items-center justify-between gap-2">
         <button
-          class="flex justify-center items-center w-10 h-10 bg-n-ruby-9 hover:bg-n-ruby-10 rounded-full transition-colors"
+          v-tooltip.top="$t('CONVERSATION.VOICE_WIDGET.REJECT_CALL')"
+          class="flex justify-center items-center w-10 h-10 bg-n-slate-3 hover:bg-n-slate-4 rounded-full transition-colors"
           @click="dismissCall(call.callSid)"
         >
-          <i class="text-lg text-white i-ph-phone-x-bold" />
+          <i class="text-lg text-n-slate-12 i-ph-phone-x-bold" />
         </button>
         <button
-          class="flex justify-center items-center w-10 h-10 bg-n-teal-9 hover:bg-n-teal-10 rounded-full transition-colors"
+          class="flex justify-center items-center gap-2 px-4 h-10 bg-n-teal-9 hover:bg-n-teal-10 rounded-full transition-colors"
           @click="handleJoinCall(call)"
         >
-          <i class="text-lg text-white i-ph-phone-bold" />
+          <i class="text-base text-white i-ph-phone-bold" />
+          <span class="text-sm font-medium text-white">
+            {{ $t('CONVERSATION.VOICE_WIDGET.JOIN_CALL') }}
+          </span>
         </button>
       </div>
     </div>
@@ -133,27 +232,38 @@ watch(
     <!-- Main Call Widget -->
     <div
       v-if="hasActiveCall || incomingCalls.length"
-      class="flex items-center gap-3 p-4 bg-n-solid-2 rounded-xl shadow-xl outline outline-1 outline-n-strong"
+      class="flex flex-col gap-3 p-4 bg-n-solid-2 rounded-xl shadow-xl outline outline-1 outline-n-strong"
     >
-      <div
-        class="ring-2 ring-n-teal-9 rounded-full inline-flex"
-        :class="{ 'animate-pulse': !hasActiveCall }"
-      >
-        <Avatar
-          :src="getCallInfo(activeCall || incomingCalls[0]).avatar"
-          :name="getCallInfo(activeCall || incomingCalls[0]).contactName"
-          :size="40"
-          rounded-full
-        />
-      </div>
-      <div class="flex-1 min-w-0">
-        <p class="text-sm font-medium text-n-slate-12 truncate mb-0">
-          {{ getCallInfo(activeCall || incomingCalls[0]).contactName }}
-        </p>
-        <p v-if="hasActiveCall" class="font-mono text-sm text-n-teal-9">
+      <div class="flex items-center gap-3">
+        <div
+          class="ring-2 ring-n-teal-9 rounded-full inline-flex"
+          :class="{ 'animate-pulse': !hasActiveCall }"
+        >
+          <Avatar
+            :src="getCallInfo(activeCall || incomingCalls[0]).avatar"
+            :name="getCallInfo(activeCall || incomingCalls[0]).contactName"
+            :size="40"
+            rounded-full
+          />
+        </div>
+        <div class="flex-1 min-w-0">
+          <p class="text-sm font-medium text-n-slate-12 truncate mb-0">
+            {{ getCallInfo(activeCall || incomingCalls[0]).contactName }}
+          </p>
+          <p
+            v-if="getCallInfo(activeCall || incomingCalls[0]).phoneNumber"
+            class="text-xs text-n-slate-11 truncate mb-0"
+          >
+            {{ getCallInfo(activeCall || incomingCalls[0]).phoneNumber }}
+          </p>
+        </div>
+        <p
+          v-if="hasActiveCall"
+          class="font-mono text-sm text-n-slate-12 shrink-0"
+        >
           {{ formattedCallDuration }}
         </p>
-        <p v-else class="text-xs text-n-slate-11">
+        <p v-else class="text-xs text-n-slate-11 shrink-0">
           {{
             incomingCalls[0]?.callDirection === 'outbound'
               ? $t('CONVERSATION.VOICE_WIDGET.OUTGOING_CALL')
@@ -161,24 +271,76 @@ watch(
           }}
         </p>
       </div>
-      <div class="flex shrink-0 gap-2">
-        <button
-          class="flex justify-center items-center w-10 h-10 bg-n-ruby-9 hover:bg-n-ruby-10 rounded-full transition-colors"
-          @click="
-            hasActiveCall
-              ? handleEndCall()
-              : rejectIncomingCall(incomingCalls[0]?.callSid)
-          "
-        >
-          <i class="text-lg text-white i-ph-phone-x-bold" />
-        </button>
-        <button
-          v-if="!hasActiveCall"
-          class="flex justify-center items-center w-10 h-10 bg-n-teal-9 hover:bg-n-teal-10 rounded-full transition-colors"
-          @click="handleJoinCall(incomingCalls[0])"
-        >
-          <i class="text-lg text-white i-ph-phone-bold" />
-        </button>
+
+      <button
+        v-if="(activeCall || incomingCalls[0])?.conversationId"
+        class="flex items-center gap-2 px-3 py-2 bg-n-alpha-2 hover:bg-n-alpha-3 rounded-lg transition-colors"
+        @click="goToConversation(activeCall || incomingCalls[0])"
+      >
+        <i class="text-base text-n-slate-11 i-ph-chat-circle-text-bold" />
+        <span class="text-xs text-n-slate-12">
+          {{ $t('CONVERSATION.VOICE_WIDGET.VIEW_CHAT_HISTORY') }}
+        </span>
+        <span class="ml-auto text-xs text-n-slate-11">
+          #{{ (activeCall || incomingCalls[0])?.conversationId }}
+        </span>
+        <i class="text-xs text-n-slate-11 i-ph-caret-right-bold" />
+      </button>
+
+      <div class="flex items-center justify-between gap-2">
+        <div class="flex gap-2">
+          <button
+            v-if="hasActiveCall && isWhatsappActive"
+            v-tooltip.top="
+              isMuted
+                ? $t('CONVERSATION.VOICE_WIDGET.UNMUTE')
+                : $t('CONVERSATION.VOICE_WIDGET.MUTE')
+            "
+            class="flex justify-center items-center w-10 h-10 rounded-full transition-colors"
+            :class="
+              isMuted
+                ? 'bg-n-amber-9 hover:bg-n-amber-10'
+                : 'bg-n-slate-3 hover:bg-n-slate-4'
+            "
+            @click="toggleMute"
+          >
+            <i
+              class="text-lg"
+              :class="
+                isMuted
+                  ? 'text-white i-ph-microphone-slash-bold'
+                  : 'text-n-slate-12 i-ph-microphone-bold'
+              "
+            />
+          </button>
+        </div>
+        <div class="flex gap-2">
+          <button
+            v-if="
+              !hasActiveCall && incomingCalls[0]?.callDirection !== 'outbound'
+            "
+            class="flex justify-center items-center gap-2 px-4 h-10 bg-n-teal-9 hover:bg-n-teal-10 rounded-full transition-colors"
+            @click="handleJoinCall(incomingCalls[0])"
+          >
+            <i class="text-base text-white i-ph-phone-bold" />
+            <span class="text-sm font-medium text-white">
+              {{ $t('CONVERSATION.VOICE_WIDGET.JOIN_CALL') }}
+            </span>
+          </button>
+          <button
+            class="flex justify-center items-center gap-2 px-4 h-10 bg-n-ruby-9 hover:bg-n-ruby-10 rounded-full transition-colors"
+            @click="
+              hasActiveCall
+                ? handleEndCall()
+                : rejectIncomingCall(incomingCalls[0]?.callSid)
+            "
+          >
+            <i class="text-base text-white i-ph-phone-x-bold" />
+            <span class="text-sm font-medium text-white">
+              {{ $t('CONVERSATION.VOICE_WIDGET.END_CALL') }}
+            </span>
+          </button>
+        </div>
       </div>
     </div>
   </div>

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

@@ -13,6 +13,9 @@ import {
   triggerCharacters,
 } from '@chatwoot/prosemirror-schema/src/mentions/plugin';
 import imagePastePlugin from '@chatwoot/prosemirror-schema/src/plugins/image';
+import embedPreviewPlugin from '@chatwoot/prosemirror-schema/src/plugins/embedPreview';
+import trailingParagraphPlugin from '@chatwoot/prosemirror-schema/src/plugins/trailingParagraph';
+import { embeds as markdownEmbeds } from 'dashboard/helper/markdownEmbeds';
 import { toggleMark } from 'prosemirror-commands';
 import { wrapInList } from 'prosemirror-schema-list';
 import { toggleBlockType } from '@chatwoot/prosemirror-schema/src/menu/common';
@@ -77,6 +80,8 @@ export default {
       plugins: [
         imagePastePlugin(this.handleImageUpload),
         this.createSlashPlugin(),
+        embedPreviewPlugin(markdownEmbeds),
+        trailingParagraphPlugin(),
       ],
       isTextSelected: false, // Tracks text selection and prevents unnecessary re-renders on mouse selection
       showSlashMenu: false,
@@ -113,6 +118,12 @@ export default {
       this.focusEditorInputField();
     }
   },
+  beforeUnmount() {
+    if (editorView) {
+      editorView.destroy();
+      editorView = null;
+    }
+  },
   methods: {
     createSlashPlugin() {
       return suggestionsPlugin({
@@ -488,4 +499,9 @@ export default {
   max-height: 7.5rem;
   overflow: auto;
 }
+
+.ProseMirror .cw-embed-preview {
+  max-width: 36rem;
+  margin: 0.5rem 0 1rem;
+}
 </style>

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

@@ -4,6 +4,7 @@ import { useRoute } from 'vue-router';
 import { useStore } from 'vuex';
 import { useElementSize } from '@vueuse/core';
 import BackButton from '../BackButton.vue';
+import ButtonV4 from 'dashboard/components-next/button/Button.vue';
 import InboxName from '../InboxName.vue';
 import MoreActions from './MoreActions.vue';
 import Avatar from 'next/avatar/Avatar.vue';
@@ -12,6 +13,13 @@ import wootConstants from 'dashboard/constants/globals';
 import { conversationListPageURL } from 'dashboard/helper/URLHelper';
 import { snoozedReopenTime } from 'dashboard/helper/snoozeHelpers';
 import { useInbox } from 'dashboard/composables/useInbox';
+import {
+  getVoiceCallProvider,
+  VOICE_CALL_PROVIDERS,
+} from 'dashboard/helper/inbox';
+import { useWhatsappCallSession } from 'dashboard/composables/useWhatsappCallSession';
+import { useCallsStore } from 'dashboard/stores/calls';
+import { useAlert } from 'dashboard/composables';
 import { useI18n } from 'vue-i18n';
 
 const props = defineProps({
@@ -91,6 +99,53 @@ const hasMultipleInboxes = computed(
 );
 
 const hasSlaPolicyId = computed(() => props.chat?.sla_policy_id);
+
+const callsStore = useCallsStore();
+const whatsappCallSession = useWhatsappCallSession();
+
+const isWhatsappVoiceInbox = computed(
+  () => getVoiceCallProvider(inbox.value) === VOICE_CALL_PROVIDERS.WHATSAPP
+);
+
+const isWhatsappCallButtonDisabled = computed(
+  () =>
+    whatsappCallSession.isInitiating.value ||
+    callsStore.hasActiveCall ||
+    callsStore.hasIncomingCall
+);
+
+const startWhatsappCall = async () => {
+  if (whatsappCallSession.isInitiating.value) return;
+  try {
+    const response = await whatsappCallSession.initiateOutboundCall(
+      currentChat.value.id
+    );
+
+    // Permission template path returns no call id — show banner, no widget yet.
+    if (!response?.id) {
+      const status = response?.status;
+      const messageKey =
+        status === 'permission_pending'
+          ? 'CONVERSATION.HEADER.WHATSAPP_CALL_PERMISSION_PENDING'
+          : 'CONVERSATION.HEADER.WHATSAPP_CALL_PERMISSION_REQUESTED';
+      useAlert(t(messageKey));
+      return;
+    }
+
+    // Stay non-active until Meta delivers the connect webhook (sdp_answer);
+    // flipping to active here would start the duration timer before pickup.
+    callsStore.addCall({
+      callSid: response.call_id,
+      callId: response.id,
+      conversationId: currentChat.value.id,
+      inboxId: inbox.value?.id,
+      callDirection: 'outbound',
+      provider: 'whatsapp',
+    });
+  } catch (error) {
+    useAlert(error?.message || t('CONVERSATION.HEADER.WHATSAPP_CALL_FAILED'));
+  }
+};
 </script>
 
 <template>
@@ -152,6 +207,18 @@ const hasSlaPolicyId = computed(() => props.chat?.sla_policy_id);
         :parent-width="width"
         class="hidden md:flex"
       />
+      <ButtonV4
+        v-if="isWhatsappVoiceInbox"
+        v-tooltip.bottom="$t('CONVERSATION.HEADER.WHATSAPP_CALL')"
+        size="sm"
+        variant="ghost"
+        color="slate"
+        icon="i-lucide-phone"
+        :is-loading="whatsappCallSession.isInitiating.value"
+        :disabled="isWhatsappCallButtonDisabled"
+        class="rounded-md hover:bg-n-alpha-2"
+        @click="startWhatsappCall"
+      />
       <MoreActions :conversation-id="currentChat.id" />
     </div>
   </div>

app/javascript/dashboard/composables/useCallSession.js

@@ -1,11 +1,25 @@
 import { computed, ref, watch, onUnmounted, onMounted } from 'vue';
+import { useStore } from 'vuex';
+import { useI18n } from 'vue-i18n';
 import VoiceAPI from 'dashboard/api/channel/voice/voiceAPIClient';
 import TwilioVoiceClient from 'dashboard/api/channel/voice/twilioVoiceClient';
 import { useCallsStore } from 'dashboard/stores/calls';
+import { useAlert } from 'dashboard/composables';
+import {
+  useWhatsappCallSession,
+  sendWhatsappTerminateBeacon,
+  cleanupWhatsappSession,
+} from 'dashboard/composables/useWhatsappCallSession';
+import { handleVoiceCallCreated } from 'dashboard/helper/voice';
 import Timer from 'dashboard/helper/Timer';
 
+const isWhatsappCall = call => call?.provider === 'whatsapp';
+
 export function useCallSession() {
+  const store = useStore();
   const callsStore = useCallsStore();
+  const whatsappSession = useWhatsappCallSession();
+  const { t } = useI18n();
   const isJoining = ref(false);
   const callDuration = ref(0);
   const durationTimer = new Timer(elapsed => {
@@ -15,6 +29,7 @@ export function useCallSession() {
   const activeCall = computed(() => callsStore.activeCall);
   const incomingCalls = computed(() => callsStore.incomingCalls);
   const hasActiveCall = computed(() => callsStore.hasActiveCall);
+  const hasIncomingCall = computed(() => callsStore.hasIncomingCall);
 
   watch(
     hasActiveCall,
@@ -29,20 +44,78 @@ export function useCallSession() {
     { immediate: true }
   );
 
+  // Warn before a refresh/close drops a live or ringing call. Cable events
+  // aren't replayed on reconnect, so a confirmed refresh during ringing would
+  // leave the agent unable to accept; for active calls the WebRTC session
+  // dies outright (no rejoin path).
+  const handleBeforeUnload = event => {
+    if (!hasActiveCall.value && !hasIncomingCall.value) return;
+    event.preventDefault();
+    event.returnValue = '';
+  };
+
+  // Cable broadcasts (voice_call.incoming / message.created) are one-shot, so
+  // on a hard refresh they leave the calls store empty. Seed it from any
+  // ringing voice_call message in the conversation cache.
+  const seedCallsFromHydratedMessages = () => {
+    const conversations = store.getters.getAllConversations || [];
+    const currentUserId = store.getters.getCurrentUserID;
+    conversations.forEach(conv => {
+      (conv.messages || []).forEach(msg => {
+        if (msg.content_type !== 'voice_call') return;
+        if (msg.call?.status !== 'ringing') return;
+        handleVoiceCallCreated(msg, currentUserId);
+      });
+    });
+  };
+
+  // Terminate only the active call — ringing calls stay alive on Meta so the
+  // agent can pick them up after reload (seeded back via the watcher above).
+  const handlePageHide = () => {
+    sendWhatsappTerminateBeacon();
+  };
+
+  const handleTwilioDisconnected = () => callsStore.clearActiveCall();
+
   onMounted(() => {
-    TwilioVoiceClient.addEventListener('call:disconnected', () =>
-      callsStore.clearActiveCall()
+    TwilioVoiceClient.addEventListener(
+      'call:disconnected',
+      handleTwilioDisconnected
     );
+    window.addEventListener('beforeunload', handleBeforeUnload);
+    window.addEventListener('pagehide', handlePageHide);
+    seedCallsFromHydratedMessages();
   });
 
+  // Re-seed when conversations stream in after mount; addCall merges by callSid.
+  watch(
+    () => store.getters.getAllConversations?.length,
+    () => seedCallsFromHydratedMessages()
+  );
+
   onUnmounted(() => {
     durationTimer.stop();
-    TwilioVoiceClient.removeEventListener('call:disconnected', () =>
-      callsStore.clearActiveCall()
+    TwilioVoiceClient.removeEventListener(
+      'call:disconnected',
+      handleTwilioDisconnected
     );
+    window.removeEventListener('beforeunload', handleBeforeUnload);
+    window.removeEventListener('pagehide', handlePageHide);
   });
 
+  const findCall = callSid => callsStore.calls.find(c => c.callSid === callSid);
+
   const endCall = async ({ conversationId, inboxId, callSid }) => {
+    const call = findCall(callSid);
+    if (isWhatsappCall(call)) {
+      // Pass call.callId so a wiped module state (e.g. a prior accept attempt
+      // tore down the WebRTC session) doesn't stop us hitting /terminate.
+      await whatsappSession.endActiveCall(call.callId);
+      durationTimer.stop();
+      callsStore.clearActiveCall();
+      return;
+    }
+
     await VoiceAPI.leaveConference({ inboxId, conversationId, callSid });
     TwilioVoiceClient.endClientCall();
     durationTimer.stop();
@@ -52,8 +125,26 @@ export function useCallSession() {
   const joinCall = async ({ conversationId, inboxId, callSid }) => {
     if (isJoining.value) return null;
 
+    const call = findCall(callSid);
+    // Outbound calls were initiated by this agent — there is no inbound offer
+    // to accept and the WebRTC session is already mid-handshake. Routing
+    // through acceptIncomingCall would call prepareInboundAnswer → cleanup()
+    // and destroy the live outbound session, then 409 from the backend.
+    if (call?.callDirection === 'outbound') return null;
+
     isJoining.value = true;
     try {
+      if (isWhatsappCall(call)) {
+        await whatsappSession.acceptIncomingCall({
+          callId: call.callId,
+          sdpOffer: call.sdpOffer,
+          iceServers: call.iceServers,
+        });
+        callsStore.setCallActive(callSid);
+        durationTimer.start();
+        return { callId: call.callId };
+      }
+
       const device = await TwilioVoiceClient.initializeDevice(inboxId);
       if (!device) return null;
 
@@ -74,8 +165,15 @@ export function useCallSession() {
 
       return { conferenceSid: joinResponse?.conference_sid };
     } catch (error) {
+      useAlert(error?.response?.data?.error || t('CONTACT_PANEL.CALL_FAILED'));
+      if (error?.response?.status === 409) {
+        TwilioVoiceClient.endClientCall();
+        callsStore.dismissCall(callSid);
+      }
       // eslint-disable-next-line no-console
       console.error('Failed to join call:', error);
+      // Drop any half-built WebRTC state so the next click starts fresh.
+      cleanupWhatsappSession();
       return null;
     } finally {
       isJoining.value = false;
@@ -83,7 +181,19 @@ export function useCallSession() {
   };
 
   const rejectIncomingCall = callSid => {
-    TwilioVoiceClient.endClientCall();
+    const call = findCall(callSid);
+    if (isWhatsappCall(call) && call?.callId) {
+      // Outbound calls that are still ringing must be terminated, not rejected
+      // (reject is the inbound-side verb on Meta's API). Pass call.callId so
+      // a wiped module state still hits /terminate.
+      if (call.callDirection === 'outbound') {
+        whatsappSession.endActiveCall(call.callId);
+      } else {
+        whatsappSession.rejectIncomingCall(call.callId);
+      }
+    } else {
+      TwilioVoiceClient.endClientCall();
+    }
     callsStore.dismissCall(callSid);
   };
 

app/javascript/dashboard/composables/useWhatsappCallSession.js

@@ -0,0 +1,391 @@
+import { ref } from 'vue';
+import Cookies from 'js-cookie';
+import WhatsappCallsAPI from 'dashboard/api/channel/whatsapp/whatsappCallsAPI';
+
+// Module-level state lets the cable handlers and unload listeners reach the
+// live PeerConnection without prop-drilling refs through every composable.
+let pc = null;
+let localStream = null;
+let remoteStream = null;
+let remoteAudioEl = null;
+let mediaRecorder = null;
+let recorderChunks = [];
+let audioContext = null;
+let activeCallId = null;
+let intentionallyClosing = false;
+// Inbound calls record from the moment the agent clicks accept (their click =
+// pickup). Outbound calls must wait — Meta's `connect` webhook (which lands
+// during ringing) negotiates remote tracks ~20s before the contact actually
+// answers, and we don't want pre-pickup audio in the recording. This flag is
+// flipped to true by armOutboundRecorder() when the ACCEPTED status arrives.
+let recorderArmed = false;
+
+const ensureRemoteAudioElement = () => {
+  if (remoteAudioEl) return remoteAudioEl;
+  remoteAudioEl = document.createElement('audio');
+  remoteAudioEl.id = 'whatsapp-call-remote-audio';
+  remoteAudioEl.autoplay = true;
+  remoteAudioEl.playsInline = true;
+  remoteAudioEl.style.display = 'none';
+  document.body.appendChild(remoteAudioEl);
+  return remoteAudioEl;
+};
+
+const playRemoteStream = stream => {
+  const el = ensureRemoteAudioElement();
+  el.srcObject = stream;
+  el.play().catch(err => {
+    // eslint-disable-next-line no-console
+    console.warn('[WhatsApp Call] remote audio play() failed:', err);
+  });
+};
+
+// 1s timeslice keeps a recent recording chunk in memory so a remote hangup
+// that races cleanup still has data to upload.
+const RECORDING_TIMESLICE_MS = 1000;
+const ICE_GATHER_TIMEOUT_MS = 10000;
+
+const RECORDER_MIME_CANDIDATES = [
+  'audio/webm;codecs=opus',
+  'audio/webm',
+  'audio/ogg;codecs=opus',
+];
+
+// Outbound calls have no backend-supplied ice_servers (the call doesn't exist
+// at offer time). Without STUN the browser only sends host candidates and
+// browser→Meta media silently drops through any non-trivial NAT.
+const DEFAULT_OUTBOUND_ICE_SERVERS = [{ urls: 'stun:stun.l.google.com:19302' }];
+
+const waitForIceGatheringComplete = peer =>
+  new Promise(resolve => {
+    if (peer.iceGatheringState === 'complete') {
+      resolve();
+      return;
+    }
+    const timer = setTimeout(resolve, ICE_GATHER_TIMEOUT_MS);
+    peer.addEventListener('icegatheringstatechange', () => {
+      if (peer.iceGatheringState === 'complete') {
+        clearTimeout(timer);
+        resolve();
+      }
+    });
+  });
+
+const setupRecorder = () => {
+  if (!localStream || !remoteStream || mediaRecorder) return;
+  // createMediaStreamSource on a stream with no audio tracks wires up to
+  // nothing — the recorded mix would be silence. Wait until ontrack fires.
+  if (remoteStream.getAudioTracks().length === 0) return;
+
+  audioContext = new AudioContext({ sampleRate: 48000 });
+  // AudioContext starts suspended under most autoplay policies; without
+  // resume() the destination stream produces silence.
+  audioContext.resume().catch(() => {});
+
+  const destination = audioContext.createMediaStreamDestination();
+  audioContext.createMediaStreamSource(localStream).connect(destination);
+  audioContext.createMediaStreamSource(remoteStream).connect(destination);
+
+  const mimeType = RECORDER_MIME_CANDIDATES.find(t =>
+    MediaRecorder.isTypeSupported(t)
+  );
+  if (!mimeType) return;
+
+  recorderChunks = [];
+  mediaRecorder = new MediaRecorder(destination.stream, { mimeType });
+  mediaRecorder.ondataavailable = event => {
+    if (event.data && event.data.size > 0) recorderChunks.push(event.data);
+  };
+  mediaRecorder.start(RECORDING_TIMESLICE_MS);
+};
+
+const cleanup = () => {
+  if (mediaRecorder && mediaRecorder.state !== 'inactive') {
+    try {
+      mediaRecorder.stop();
+    } catch (_) {
+      /* noop */
+    }
+  }
+  if (audioContext && audioContext.state !== 'closed') {
+    audioContext.close().catch(() => {});
+  }
+  if (localStream) localStream.getTracks().forEach(t => t.stop());
+  if (remoteStream) remoteStream.getTracks().forEach(t => t.stop());
+  if (pc) pc.close();
+  if (remoteAudioEl) remoteAudioEl.srcObject = null;
+
+  pc = null;
+  localStream = null;
+  remoteStream = null;
+  mediaRecorder = null;
+  recorderChunks = [];
+  audioContext = null;
+  activeCallId = null;
+  intentionallyClosing = false;
+  recorderArmed = false;
+};
+
+const buildPeerConnection = iceServers => {
+  const config = iceServers && iceServers.length ? { iceServers } : {};
+  pc = new RTCPeerConnection(config);
+  remoteStream = new MediaStream();
+  pc.ontrack = event => {
+    // Reuse the same MediaStream object — the recorder's audioContext source
+    // taps it once, so reassigning would orphan the recorder.
+    const tracks =
+      event.streams && event.streams[0]
+        ? event.streams[0].getTracks()
+        : [event.track];
+    tracks.forEach(track => {
+      if (!remoteStream.getTracks().includes(track))
+        remoteStream.addTrack(track);
+    });
+    playRemoteStream(remoteStream);
+    // Only arm the recorder when the call is actually accepted. For outbound
+    // this is the ACCEPTED status webhook; for inbound this is the agent's
+    // own click (acceptIncomingCall flips recorderArmed before returning).
+    if (recorderArmed) setupRecorder();
+  };
+  return pc;
+};
+
+const stopRecorderAndUpload = async callId => {
+  if (mediaRecorder && mediaRecorder.state !== 'inactive') {
+    await new Promise(resolve => {
+      mediaRecorder.addEventListener('stop', resolve, { once: true });
+      try {
+        mediaRecorder.stop();
+      } catch (_) {
+        resolve();
+      }
+    });
+  }
+  if (!recorderChunks.length || !callId) return;
+
+  const blob = new Blob(recorderChunks, { type: recorderChunks[0].type });
+  // Best-effort — the controller's idempotency guard handles a retry.
+  try {
+    await WhatsappCallsAPI.uploadRecording(callId, blob);
+  } catch (_) {
+    /* noop */
+  }
+};
+
+// devise-token-auth requires access-token / client / uid headers on every
+// request — navigator.sendBeacon can't set custom headers, so we rehydrate
+// the auth payload from the cw_d_session_info cookie that the dashboard sets
+// at login. Used by the page-close terminate path below.
+const getDeviseAuthHeaders = () => {
+  try {
+    const raw = Cookies.get('cw_d_session_info');
+    if (!raw) return null;
+    const session = JSON.parse(raw);
+    return {
+      'access-token': session['access-token'] || '',
+      client: session.client || '',
+      uid: session.uid || '',
+      expiry: session.expiry || '',
+      'token-type': session['token-type'] || 'Bearer',
+    };
+  } catch (_) {
+    return null;
+  }
+};
+
+const beaconTerminate = callId => {
+  if (!callId) return;
+  const accountId = window.location.pathname.split('/')[3];
+  if (!accountId) return;
+  const headers = getDeviseAuthHeaders();
+  if (!headers) return;
+  const url = `/api/v1/accounts/${accountId}/whatsapp_calls/${callId}/terminate`;
+  // fetch+keepalive (instead of navigator.sendBeacon) so we can attach auth
+  // headers — without them devise-token-auth 401s and the call stays open on
+  // Meta until its carrier-side timeout (~60s).
+  try {
+    fetch(url, {
+      method: 'POST',
+      keepalive: true,
+      credentials: 'same-origin',
+      headers: { 'Content-Type': 'application/json', ...headers },
+      body: '{}',
+    }).catch(() => {});
+  } catch (_) {
+    /* noop */
+  }
+};
+
+export function useWhatsappCallSession() {
+  const isInitiating = ref(false);
+
+  const prepareInboundAnswer = async (sdpOffer, iceServers) => {
+    cleanup();
+    localStream = await navigator.mediaDevices.getUserMedia({ audio: true });
+    buildPeerConnection(iceServers);
+    localStream.getTracks().forEach(t => pc.addTrack(t, localStream));
+    await pc.setRemoteDescription({ type: 'offer', sdp: sdpOffer });
+    const answer = await pc.createAnswer();
+    await pc.setLocalDescription(answer);
+    await waitForIceGatheringComplete(pc);
+    return pc.localDescription.sdp;
+  };
+
+  const prepareOutboundOffer = async () => {
+    cleanup();
+    localStream = await navigator.mediaDevices.getUserMedia({ audio: true });
+    buildPeerConnection(DEFAULT_OUTBOUND_ICE_SERVERS);
+    localStream.getTracks().forEach(t => pc.addTrack(t, localStream));
+    const offer = await pc.createOffer();
+    await pc.setLocalDescription(offer);
+    await waitForIceGatheringComplete(pc);
+    return pc.localDescription.sdp;
+  };
+
+  const acceptIncomingCall = async ({ callId, sdpOffer, iceServers }) => {
+    // The store may not have sdpOffer yet (the cable broadcast can race the
+    // click). Fall back to GET /whatsapp_calls/:id which exposes it.
+    let offer = sdpOffer;
+    let ice = iceServers;
+    if (!offer && callId) {
+      try {
+        const fresh = await WhatsappCallsAPI.show(callId);
+        offer = fresh?.sdp_offer || fresh?.sdpOffer;
+        ice = ice || fresh?.ice_servers || fresh?.iceServers;
+      } catch (e) {
+        // eslint-disable-next-line no-console
+        console.error(
+          '[WhatsApp Call] failed to fetch call data for accept:',
+          e
+        );
+      }
+    }
+    if (!offer) {
+      throw new Error('Missing sdp_offer for accept — call may have ended.');
+    }
+
+    const sdpAnswer = await prepareInboundAnswer(offer, ice);
+    activeCallId = callId;
+    // Inbound: agent's click is the pickup. Arm the recorder before the API
+    // round-trip so when ontrack fires (triggered by setRemoteDescription
+    // back in prepareInboundAnswer) the recorder is already authorized.
+    recorderArmed = true;
+    setupRecorder();
+    await WhatsappCallsAPI.accept(callId, sdpAnswer);
+  };
+
+  const rejectIncomingCall = async callId => {
+    intentionallyClosing = true;
+    try {
+      await WhatsappCallsAPI.reject(callId);
+    } finally {
+      cleanup();
+    }
+  };
+
+  const initiateOutboundCall = async conversationId => {
+    if (isInitiating.value) return null;
+    isInitiating.value = true;
+    try {
+      const sdpOffer = await prepareOutboundOffer();
+      const response = await WhatsappCallsAPI.initiate(
+        conversationId,
+        sdpOffer
+      );
+      // The permission-request branch returns no call id; let the caller render the banner.
+      activeCallId = response?.id || null;
+      return response;
+    } catch (e) {
+      cleanup();
+      // BE returns 422 when the contact hasn't opted in (permission template
+      // sent or already pending). Surface it to the caller as a normal
+      // response shape so it can render the banner instead of an error toast.
+      const data = e?.response?.data;
+      if (
+        data?.status === 'permission_requested' ||
+        data?.status === 'permission_pending'
+      ) {
+        return { status: data.status };
+      }
+      throw e;
+    } finally {
+      isInitiating.value = false;
+    }
+  };
+
+  // callIdOverride is the call.id from the dashboard's calls store. Module
+  // `activeCallId` may be null after a prior accept attempt's cleanup() — but
+  // the call still exists on Meta and must still be terminated. Falling back
+  // to the override means hangup is robust to a wiped local session.
+  const endActiveCall = async (callIdOverride = null) => {
+    const callId = activeCallId || callIdOverride;
+    if (!callId) {
+      cleanup();
+      return;
+    }
+    intentionallyClosing = true;
+    try {
+      await stopRecorderAndUpload(callId);
+      await WhatsappCallsAPI.terminate(callId).catch(() => {});
+    } finally {
+      cleanup();
+    }
+  };
+
+  return {
+    isInitiating,
+    prepareInboundAnswer,
+    prepareOutboundOffer,
+    acceptIncomingCall,
+    rejectIncomingCall,
+    initiateOutboundCall,
+    endActiveCall,
+  };
+}
+
+// Cable handlers fire outside any composable instance, so the shared session
+// surface is exposed as module-level functions for them.
+
+export const applyOutboundAnswer = async (callId, sdpAnswer) => {
+  if (!pc) return;
+  activeCallId = callId;
+  await pc.setRemoteDescription({ type: 'answer', sdp: sdpAnswer });
+};
+
+// Called by the cable handler when Meta delivers status=ACCEPTED for the
+// outbound call (real pickup). Flips the recorder gate and starts the
+// MediaRecorder. Idempotent — safe if ontrack hasn't fired yet (setupRecorder
+// bails until the remote stream has audio tracks; ontrack will retry).
+export const armOutboundRecorder = () => {
+  recorderArmed = true;
+  setupRecorder();
+};
+
+export const cleanupWhatsappSession = () => cleanup();
+
+export const handleWhatsappRemoteEnd = async callId => {
+  // Snapshot before cleanup nulls activeCallId.
+  const id = callId || activeCallId;
+  if (!id) {
+    cleanup();
+    return;
+  }
+  try {
+    await stopRecorderAndUpload(id);
+  } finally {
+    cleanup();
+  }
+};
+
+export const setWhatsappCallMuted = muted => {
+  if (!localStream) return false;
+  localStream.getAudioTracks().forEach(track => {
+    track.enabled = !muted;
+  });
+  return muted;
+};
+
+export const sendWhatsappTerminateBeacon = () => {
+  if (!activeCallId || intentionallyClosing) return;
+  beaconTerminate(activeCallId);
+};

app/javascript/dashboard/helper/actionCable.js

@@ -4,6 +4,12 @@ import DashboardAudioNotificationHelper from './AudioAlerts/DashboardAudioNotifi
 import { BUS_EVENTS } from 'shared/constants/busEvents';
 import { emitter } from 'shared/helpers/mitt';
 import { useImpersonation } from 'dashboard/composables/useImpersonation';
+import { useCallsStore } from 'dashboard/stores/calls';
+import {
+  applyOutboundAnswer,
+  armOutboundRecorder,
+  handleWhatsappRemoteEnd,
+} from 'dashboard/composables/useWhatsappCallSession';
 
 const { isImpersonating } = useImpersonation();
 
@@ -35,6 +41,10 @@ class ActionCableConnector extends BaseActionCableConnector {
       'account.cache_invalidated': this.onCacheInvalidate,
       'account.enrichment_completed': this.onEnrichmentCompleted,
       'copilot.message.created': this.onCopilotMessageCreated,
+      'voice_call.incoming': this.onVoiceCallIncoming,
+      'voice_call.outbound_connected': this.onVoiceCallOutboundConnected,
+      'voice_call.outbound_accepted': this.onVoiceCallOutboundAccepted,
+      'voice_call.ended': this.onVoiceCallEnded,
     };
   }
 
@@ -205,6 +215,59 @@ class ActionCableConnector extends BaseActionCableConnector {
     this.app.$store.dispatch('inboxes/revalidate', { newKey: keys.inbox });
     this.app.$store.dispatch('teams/revalidate', { newKey: keys.team });
   };
+
+  // eslint-disable-next-line class-methods-use-this
+  onVoiceCallIncoming = data => {
+    if (data?.provider !== 'whatsapp') return;
+    useCallsStore().addCall({
+      callSid: data.call_id,
+      callId: data.id,
+      conversationId: data.conversation_id,
+      inboxId: data.inbox_id,
+      callDirection: 'inbound',
+      provider: 'whatsapp',
+      sdpOffer: data.sdp_offer,
+      iceServers: data.ice_servers,
+      caller: data.caller,
+    });
+  };
+
+  // `connect` is the WebRTC tunnel-ready signal (fires ~20s before pickup
+  // for outbound). Apply the SDP answer so the handshake completes during
+  // ringing, but stay non-active until `outbound_accepted` arrives.
+  // eslint-disable-next-line class-methods-use-this
+  onVoiceCallOutboundConnected = async data => {
+    if (data?.provider !== 'whatsapp' || !data.sdp_answer) return;
+    try {
+      await applyOutboundAnswer(data.id, data.sdp_answer);
+    } catch (_) {
+      /* noop */
+    }
+  };
+
+  // Real pickup signal — Meta sends status=ACCEPTED on the call when the
+  // contact answers. Flip active (timer starts) and arm the recorder.
+  // eslint-disable-next-line class-methods-use-this
+  onVoiceCallOutboundAccepted = data => {
+    if (data?.provider !== 'whatsapp') return;
+    const store = useCallsStore();
+    if (!store.calls.some(c => c.callSid === data.call_id)) return;
+    store.setCallActive(data.call_id);
+    armOutboundRecorder();
+  };
+
+  // eslint-disable-next-line class-methods-use-this
+  onVoiceCallEnded = async data => {
+    if (data?.provider !== 'whatsapp') return;
+    // Await upload before removeCall — the store's sync teardown would otherwise
+    // wipe the recorder chunks before they reach the server.
+    try {
+      await handleWhatsappRemoteEnd(data.id);
+    } catch (_) {
+      /* noop */
+    }
+    useCallsStore().removeCall(data.call_id);
+  };
 }
 
 export default {

app/javascript/dashboard/helper/editorHelper.js

@@ -123,6 +123,13 @@ export function cleanSignature(signature) {
   }
 }
 
+// Strip `\<newline>` hardbreak markers trailing `--` after a signature slice
+const stripDelimiterHardbreaks = body =>
+  body.replace(/(--)\s*(?:\\\s*)+$/, '$1');
+
+// Strip standalone blank-paragraph markers (`\` on their own lines).
+const stripTrailingBlankLine = body => body.replace(/\n(?:\s*\\\n)+$/, '');
+
 /**
  * Adds the signature delimiter to the beginning of the signature.
  *
@@ -227,13 +234,19 @@ export function removeSignature(body, signature, channelType) {
   // trimming will ensure any spaces or new lines before the signature are removed
   // This means we will have the delimiter at the end
   if (signatureIndex > -1) {
-    newBody = newBody.substring(0, signatureIndex).trimEnd();
+    newBody = stripDelimiterHardbreaks(
+      newBody.substring(0, signatureIndex)
+    ).trimEnd();
   }
 
   // Remove delimiter if it's at the end
   if (newBody.endsWith(SIGNATURE_DELIMITER)) {
     // if the delimiter is at the end, remove it
     newBody = newBody.slice(0, -SIGNATURE_DELIMITER.length);
+    // strip any trailing blank-line markers
+    if (signatureIndex > -1) {
+      newBody = stripTrailingBlankLine(newBody);
+    }
   }
 
   return newBody;

app/javascript/dashboard/helper/inbox.js

@@ -16,6 +16,7 @@ export const INBOX_TYPES = {
 // Add providers here as they gain voice capability (e.g., WhatsApp Cloud, Twilio WhatsApp)
 export const VOICE_CALL_PROVIDERS = {
   TWILIO: 'twilio',
+  WHATSAPP: 'whatsapp',
 };
 
 export const getVoiceCallProvider = inbox => {
@@ -25,9 +26,11 @@ export const getVoiceCallProvider = inbox => {
   const channelType = inbox.channel_type || inbox.channelType;
   const voiceEnabled = inbox.voice_enabled || inbox.voiceEnabled;
 
-  if (channelType === INBOX_TYPES.TWILIO && voiceEnabled) {
-    return VOICE_CALL_PROVIDERS.TWILIO;
-  }
+  if (!voiceEnabled) return null;
+
+  if (channelType === INBOX_TYPES.TWILIO) return VOICE_CALL_PROVIDERS.TWILIO;
+  if (channelType === INBOX_TYPES.WHATSAPP)
+    return VOICE_CALL_PROVIDERS.WHATSAPP;
 
   return null;
 };

app/javascript/dashboard/helper/markdownEmbeds.js

@@ -0,0 +1,11 @@
+import config from '../../../../config/markdown_embeds.yml';
+
+// Gists rely on document.write() and can't render inline in the editor.
+const NON_PREVIEWABLE_EMBEDS = new Set(['github_gist']);
+
+export const embeds = Object.entries(config)
+  .filter(([key]) => !NON_PREVIEWABLE_EMBEDS.has(key))
+  .map(([, { regex, template }]) => ({
+    regex: new RegExp(regex),
+    template,
+  }));

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

@@ -336,6 +336,38 @@ describe('removeSignature', () => {
       'This is a test\n\n'
     );
   });
+  it('strips blank-paragraph marker before the delimiter', () => {
+    expect(removeSignature('hey\n\n\\\n--\n\nHello there', 'Hello there')).toBe(
+      'hey'
+    );
+  });
+  it('strips multiple consecutive blank-paragraph markers before the delimiter', () => {
+    expect(
+      removeSignature('wewe\n\n\\\n\\\n\\\n--\n\nHello there', 'Hello there')
+    ).toBe('wewe');
+  });
+  it('strips dangling hardbreak when signature shared a paragraph with "--"', () => {
+    expect(removeSignature('hey\n\n--\\\nHello there', 'Hello there')).toBe(
+      'hey\n\n'
+    );
+  });
+  it('preserves trailing backslash in user text when appending', () => {
+    expect(appendSignature('The path is C:\\', 'Best\nAgent')).toContain(
+      'C:\\'
+    );
+    expect(appendSignature('C:\\\n', 'Best\nAgent')).toContain('C:\\');
+    expect(appendSignature('C:\\\n\n', 'Best\nAgent')).toContain('C:\\');
+  });
+  it('preserves trailing backslash in user text when removing', () => {
+    expect(removeSignature('C:\\\n--\n\nBest\nAgent', 'Best\nAgent')).toContain(
+      'C:\\'
+    );
+    expect(removeSignature('C:\\\n--', 'no matching sig')).toContain('C:\\');
+    expect(removeSignature('C:\\\nBest\\\nAgent', 'Best\nAgent')).toContain(
+      'C:\\'
+    );
+    expect(removeSignature('notes\n\\\n--', 'no matching sig')).toContain('\\');
+  });
 });
 
 describe('removeSignature with stripped signature', () => {

app/javascript/dashboard/helper/voice.js

@@ -22,13 +22,39 @@ const shouldSkipCall = (callDirection, senderId, currentUserId) => {
   return callDirection === 'outbound' && senderId !== currentUserId;
 };
 
+const extractAssigneeId = conversation => {
+  return conversation?.assignee_id || conversation?.meta?.assignee?.id || null;
+};
+
+const isAssignedToAnotherAgent = (assigneeId, currentUserId) => {
+  if (currentUserId == null) return false;
+  return !!assigneeId && assigneeId !== currentUserId;
+};
+
+const shouldShowCall = ({
+  callDirection,
+  senderId,
+  assigneeId,
+  currentUserId,
+}) => {
+  if (shouldSkipCall(callDirection, senderId, currentUserId)) return false;
+  // Outbound calls are scoped to the initiator via shouldSkipCall; the
+  // conversation may be auto-assigned to a different agent on creation, so
+  // skip the assignee filter for outbound to avoid hiding the caller's own widget.
+  if (callDirection === 'outbound') return true;
+  return !isAssignedToAnotherAgent(assigneeId, currentUserId);
+};
+
 function extractCallData(message) {
   const call = message?.call || {};
   return {
     callSid: call.provider_call_id,
+    callId: call.id,
+    provider: call.provider,
     status: call.status,
     callDirection: call.direction === 'outgoing' ? 'outbound' : 'inbound',
     conversationId: message?.conversation_id,
+    assigneeId: extractAssigneeId(message?.conversation),
     senderId: message?.sender?.id,
   };
 }
@@ -36,14 +62,32 @@ function extractCallData(message) {
 export function handleVoiceCallCreated(message, currentUserId) {
   if (!isVoiceCallMessage(message)) return;
 
-  const { callSid, callDirection, conversationId, senderId } =
-    extractCallData(message);
+  const {
+    callSid,
+    callId,
+    provider,
+    callDirection,
+    conversationId,
+    assigneeId,
+    senderId,
+  } = extractCallData(message);
 
-  if (shouldSkipCall(callDirection, senderId, currentUserId)) return;
+  if (
+    !shouldShowCall({
+      callDirection,
+      senderId,
+      assigneeId,
+      currentUserId,
+    })
+  ) {
+    return;
+  }
 
   const callsStore = useCallsStore();
   callsStore.addCall({
     callSid,
+    callId,
+    provider,
     conversationId,
     callDirection,
     senderId,
@@ -53,8 +97,14 @@ export function handleVoiceCallCreated(message, currentUserId) {
 export function handleVoiceCallUpdated(commit, message, currentUserId) {
   if (!isVoiceCallMessage(message)) return;
 
-  const { callSid, status, callDirection, conversationId, senderId } =
-    extractCallData(message);
+  const {
+    callSid,
+    status,
+    callDirection,
+    conversationId,
+    assigneeId,
+    senderId,
+  } = extractCallData(message);
 
   const callsStore = useCallsStore();
 
@@ -66,11 +116,19 @@ export function handleVoiceCallUpdated(commit, message, currentUserId) {
     callSid,
   });
 
-  const isNewCall =
-    status === 'ringing' &&
-    !shouldSkipCall(callDirection, senderId, currentUserId);
+  if (
+    !shouldShowCall({
+      callDirection,
+      senderId,
+      assigneeId,
+      currentUserId,
+    })
+  ) {
+    callsStore.removeCall(callSid);
+    return;
+  }
 
-  if (isNewCall) {
+  if (status === 'ringing') {
     callsStore.addCall({
       callSid,
       conversationId,
@@ -79,3 +137,11 @@ export function handleVoiceCallUpdated(commit, message, currentUserId) {
     });
   }
 }
+
+export function syncConversationCallVisibility(conversation, currentUserId) {
+  const assigneeId = extractAssigneeId(conversation);
+  if (!isAssignedToAnotherAgent(assigneeId, currentUserId)) return;
+
+  const callsStore = useCallsStore();
+  callsStore.removeCallsForConversation(conversation.id);
+}

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

@@ -79,11 +79,17 @@
       "OUTGOING_CALL": "Outgoing call",
       "CALL_IN_PROGRESS": "Call in progress",
       "NO_ANSWER": "No answer",
+      "NO_ANSWER_OUTBOUND_LABEL": "No answer",
+      "NO_ANSWER_OUTBOUND_SUBTEXT": "Contact didn't pick up",
       "MISSED_CALL": "Missed call",
+      "MISSED_CALL_INBOUND_SUBTEXT": "No agent picked up",
       "CALL_ENDED": "Call ended",
       "NOT_ANSWERED_YET": "Not answered yet",
+      "CALLING": "Calling…",
       "THEY_ANSWERED": "They answered",
-      "YOU_ANSWERED": "You answered"
+      "YOU_ANSWERED": "You answered",
+      "AGENT_ANSWERED": "{agentName} answered",
+      "JOIN_CALL": "Join call"
     },
     "HEADER": {
       "RESOLVE_ACTION": "Resolve",
@@ -97,6 +103,10 @@
       "SNOOZED_UNTIL_TOMORROW": "Snoozed until tomorrow",
       "SNOOZED_UNTIL_NEXT_WEEK": "Snoozed until next week",
       "SNOOZED_UNTIL_NEXT_REPLY": "Snoozed until next reply",
+      "WHATSAPP_CALL": "Start WhatsApp call",
+      "WHATSAPP_CALL_FAILED": "Could not start the WhatsApp call.",
+      "WHATSAPP_CALL_PERMISSION_REQUESTED": "Sent a call permission request to the contact. Try again once they accept.",
+      "WHATSAPP_CALL_PERMISSION_PENDING": "Call permission request already sent recently. Try again once the contact accepts.",
       "SLA_STATUS": {
         "FRT": "FRT {status}",
         "NRT": "NRT {status}",
@@ -297,7 +307,10 @@
       "HANDLED_IN_ANOTHER_TAB": "Being handled in another tab",
       "REJECT_CALL": "Reject",
       "JOIN_CALL": "Join call",
-      "END_CALL": "End call"
+      "END_CALL": "End call",
+      "MUTE": "Mute mic",
+      "UNMUTE": "Unmute mic",
+      "VIEW_CHAT_HISTORY": "View chat history"
     }
   },
   "EMAIL_TRANSCRIPT": {

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

@@ -637,7 +637,8 @@
       "BOT_CONFIGURATION": "Bot Configuration",
       "ACCOUNT_HEALTH": "Account Health",
       "CSAT": "CSAT",
-      "VOICE": "Voice"
+      "VOICE": "Voice",
+      "CALLS": "Calls"
     },
     "VOICE_CONFIGURATION": {
       "ENABLE_VOICE": {
@@ -648,6 +649,25 @@
         "DESCRIPTION": "Voice calling requires Twilio API Key credentials. These are used to generate tokens for agent voice connections."
       }
     },
+    "WHATSAPP_CALLING": {
+      "ENABLE": {
+        "LABEL": "Enable WhatsApp Calling",
+        "DESCRIPTION": "Allow agents to receive and place WhatsApp Cloud calls on this inbox. Customers can call this business number directly from WhatsApp."
+      },
+      "PHONE_NUMBER": {
+        "LABEL": "Business phone number",
+        "HELP_TEXT": "WhatsApp number that customers will call."
+      },
+      "HOW_IT_WORKS": {
+        "LABEL": "How it works",
+        "DESCRIPTION": "Calls are placed peer-to-peer between the agent's browser and Meta — no extra credentials are required. Make sure the agent's browser has microphone permission for this site."
+      },
+      "PERMISSION_REQUEST_BODY": {
+        "LABEL": "Call permission request message",
+        "HELP_TEXT": "Shown to the contact when they haven't yet consented to receive calls. Leave blank to use the default.",
+        "PLACEHOLDER": "We would like to call you regarding your conversation."
+      }
+    },
     "CHANNEL_PREFERENCES": "Channel Preferences",
     "WIDGET_FEATURES": "Widget features",
     "ACCOUNT_HEALTH": {
@@ -800,6 +820,10 @@
       "WHATSAPP_TEMPLATES_SYNC_SUBHEADER": "Manually sync message templates from WhatsApp to update your available templates.",
       "WHATSAPP_TEMPLATES_SYNC_BUTTON": "Sync Templates",
       "WHATSAPP_TEMPLATES_SYNC_SUCCESS": "Templates sync initiated successfully. It may take a couple of minutes to update.",
+      "WHATSAPP_CALLING_ENABLED": {
+        "LABEL": "Enable voice calling",
+        "DESCRIPTION": "Allow agents to start and receive WhatsApp voice calls on this inbox. Available only on embedded-signup WhatsApp Cloud channels with calling permission granted by Meta."
+      },
       "UPDATE_PRE_CHAT_FORM_SETTINGS": "Update Pre Chat Form Settings"
     },
     "HELP_CENTER": {

app/javascript/dashboard/routes/dashboard/conversation/contact/ContactInfo.vue

@@ -56,7 +56,10 @@ export default {
     };
   },
   computed: {
-    ...mapGetters({ uiFlags: 'contacts/getUIFlags' }),
+    ...mapGetters({
+      uiFlags: 'contacts/getUIFlags',
+      currentChat: 'getSelectedChat',
+    }),
     contactProfileLink() {
       return `/app/accounts/${this.$route.params.accountId}/contacts/${this.contact.id}`;
     },
@@ -305,11 +308,13 @@ export default {
         <VoiceCallButton
           :phone="contact.phone_number"
           :contact-id="contact.id"
-          icon="i-ri-phone-fill"
+          :conversation-id="currentChat?.id"
+          icon="i-lucide-phone"
           size="sm"
+          variant="ghost"
+          color="slate"
+          class="rounded-md hover:bg-n-alpha-2"
           :tooltip-label="$t('CONTACT_PANEL.CALL')"
-          slate
-          faded
         />
         <NextButton
           v-tooltip.top-end="$t('EDIT_CONTACT.BUTTON_LABEL')"

app/javascript/dashboard/routes/dashboard/conversation/conversation.routes.js

@@ -1,5 +1,6 @@
 /* eslint arrow-body-style: 0 */
 import { frontendURL } from '../../../helper/URLHelper';
+import store from '../../../store';
 import ConversationView from './ConversationView.vue';
 
 const CONVERSATION_PERMISSIONS = [
@@ -10,6 +11,37 @@ const CONVERSATION_PERMISSIONS = [
   'conversation_participating_manage',
 ];
 
+const isFolderAvailable = async folderId => {
+  let folders = store.getters['customViews/getConversationCustomViews'];
+  if (!folders.length) {
+    await store.dispatch('customViews/get', 'conversation');
+    folders = store.getters['customViews/getConversationCustomViews'];
+  }
+  return folders.some(folder => folder.id === Number(folderId));
+};
+
+const redirectFolderListIfUnavailable = async (to, _from, next) => {
+  if (await isFolderAvailable(to.params.id)) {
+    next();
+    return;
+  }
+  next({ name: 'home', params: { accountId: to.params.accountId } });
+};
+
+const redirectFolderConversationIfUnavailable = async (to, _from, next) => {
+  if (await isFolderAvailable(to.params.id)) {
+    next();
+    return;
+  }
+  next({
+    name: 'inbox_conversation',
+    params: {
+      accountId: to.params.accountId,
+      conversation_id: to.params.conversation_id,
+    },
+  });
+};
+
 export default {
   routes: [
     {
@@ -113,6 +145,7 @@ export default {
       meta: {
         permissions: CONVERSATION_PERMISSIONS,
       },
+      beforeEnter: redirectFolderListIfUnavailable,
       component: ConversationView,
       props: route => ({ foldersId: route.params.id }),
     },
@@ -125,6 +158,7 @@ export default {
         permissions: CONVERSATION_PERMISSIONS,
       },
       component: ConversationView,
+      beforeEnter: redirectFolderConversationIfUnavailable,
       props: route => ({
         conversationId: route.params.conversation_id,
         foldersId: route.params.id,

app/javascript/dashboard/routes/dashboard/settings/attributes/AddAttribute.vue

@@ -4,6 +4,7 @@ import { required, minLength } from '@vuelidate/validators';
 import { mapGetters } from 'vuex';
 import { useAlert } from 'dashboard/composables';
 import { convertToAttributeSlug } from 'dashboard/helper/commons.js';
+import { normalizeRegexPattern } from 'shared/helpers/Validators';
 import { ATTRIBUTE_MODELS, ATTRIBUTE_TYPES } from './constants';
 
 import NextButton from 'dashboard/components-next/button/Button.vue';
@@ -99,19 +100,10 @@ export default {
   },
 
   validations: {
-    displayName: {
-      required,
-      minLength: minLength(1),
-    },
-    description: {
-      required,
-    },
-    attributeModel: {
-      required,
-    },
-    attributeType: {
-      required,
-    },
+    displayName: { required, minLength: minLength(1) },
+    description: { required },
+    attributeModel: { required },
+    attributeType: { required },
     attributeKey: {
       required,
       isKey(value) {
@@ -151,9 +143,7 @@ export default {
           attribute_display_type: this.attributeType,
           attribute_key: this.attributeKey,
           attribute_values: this.attributeListValues,
-          regex_pattern: this.regexPattern
-            ? new RegExp(this.regexPattern).toString()
-            : null,
+          regex_pattern: normalizeRegexPattern(this.regexPattern),
           regex_cue: this.regexCue,
         });
         this.alertMessage = this.$t('ATTRIBUTES_MGMT.ADD.API.SUCCESS_MESSAGE');

app/javascript/dashboard/routes/dashboard/settings/attributes/EditAttribute.vue

@@ -2,7 +2,7 @@
 import { useVuelidate } from '@vuelidate/core';
 import { useAlert } from 'dashboard/composables';
 import { required, minLength } from '@vuelidate/validators';
-import { getRegexp } from 'shared/helpers/Validators';
+import { getRegexp, normalizeRegexPattern } from 'shared/helpers/Validators';
 import { ATTRIBUTE_TYPES } from './constants';
 import NextButton from 'dashboard/components-next/button/Button.vue';
 import TagInput from 'dashboard/components-next/taginput/TagInput.vue';
@@ -41,16 +41,9 @@ export default {
     };
   },
   validations: {
-    displayName: {
-      required,
-    },
-    attributeType: {
-      required,
-    },
-    description: {
-      required,
-      minLength: minLength(1),
-    },
+    displayName: { required },
+    attributeType: { required },
+    description: { required, minLength: minLength(1) },
     attributeKey: {
       required,
       isKey(value) {
@@ -118,7 +111,7 @@ export default {
     },
     setFormValues() {
       const regexPattern = this.selectedAttribute.regex_pattern
-        ? getRegexp(this.selectedAttribute.regex_pattern).source
+        ? getRegexp(this.selectedAttribute.regex_pattern).toString()
         : null;
       this.displayName = this.selectedAttribute.attribute_display_name;
       this.description = this.selectedAttribute.attribute_description;
@@ -144,9 +137,7 @@ export default {
           attribute_description: this.description,
           attribute_display_name: this.displayName,
           attribute_values: this.updatedAttributeListValues,
-          regex_pattern: this.regexPattern
-            ? new RegExp(this.regexPattern).toString()
-            : null,
+          regex_pattern: normalizeRegexPattern(this.regexPattern),
           regex_cue: this.regexCue,
         });
         this.alertMessage = this.$t('ATTRIBUTES_MGMT.EDIT.API.SUCCESS_MESSAGE');

app/javascript/dashboard/routes/dashboard/settings/inbox/Settings.vue

@@ -22,6 +22,7 @@ import WeeklyAvailability from './components/WeeklyAvailability.vue';
 import GreetingsEditor from 'shared/components/GreetingsEditor.vue';
 import ConfigurationPage from './settingsPage/ConfigurationPage.vue';
 import VoiceConfigurationPage from './settingsPage/VoiceConfigurationPage.vue';
+import WhatsappCallingPage from './settingsPage/WhatsappCallingPage.vue';
 import CustomerSatisfactionPage from './settingsPage/CustomerSatisfactionPage.vue';
 import CollaboratorsPage from './settingsPage/CollaboratorsPage.vue';
 import BotConfiguration from './components/BotConfiguration.vue';
@@ -48,6 +49,7 @@ export default {
     CollaboratorsPage,
     ConfigurationPage,
     VoiceConfigurationPage,
+    WhatsappCallingPage,
     CustomerSatisfactionPage,
     FacebookReauthorize,
     GreetingsEditor,
@@ -249,6 +251,23 @@ export default {
         ];
       }
 
+      if (
+        this.isAWhatsAppCloudChannel &&
+        this.isEmbeddedSignupWhatsApp &&
+        this.isFeatureEnabledonAccount(
+          this.accountId,
+          FEATURE_FLAGS.CHANNEL_VOICE
+        )
+      ) {
+        visibleToAllChannelTabs = [
+          ...visibleToAllChannelTabs,
+          {
+            key: 'calls-configuration',
+            name: this.$t('INBOX_MGMT.TABS.CALLS'),
+          },
+        ];
+      }
+
       return visibleToAllChannelTabs;
     },
     currentInboxId() {
@@ -1262,6 +1281,12 @@ export default {
         >
           <VoiceConfigurationPage :inbox="inbox" />
         </div>
+        <div
+          v-if="selectedTabKey === 'calls-configuration'"
+          class="mx-6 max-w-4xl"
+        >
+          <WhatsappCallingPage :inbox="inbox" />
+        </div>
         <div v-if="selectedTabKey === 'csat'">
           <CustomerSatisfactionPage :inbox="inbox" />
         </div>

app/javascript/dashboard/routes/dashboard/settings/inbox/settingsPage/CustomerSatisfactionPage.vue

@@ -11,7 +11,7 @@ import Icon from 'dashboard/components-next/icon/Icon.vue';
 import WithLabel from 'v3/components/Form/WithLabel.vue';
 import SettingsToggleSection from 'dashboard/components-next/Settings/SettingsToggleSection.vue';
 import CSATDisplayTypeSelector from './components/CSATDisplayTypeSelector.vue';
-import CSATTemplate from 'dashboard/components-next/message/bubbles/Template/CSAT.vue';
+import CSATTemplate from 'dashboard/components-next/template-preview/CSATTemplate.vue';
 import Editor from 'dashboard/components-next/Editor/Editor.vue';
 import FilterSelect from 'dashboard/components-next/filter/inputs/FilterSelect.vue';
 import NextButton from 'dashboard/components-next/button/Button.vue';

app/javascript/dashboard/routes/dashboard/settings/inbox/settingsPage/WhatsappCallingPage.vue

@@ -0,0 +1,116 @@
+<script>
+import { useAlert } from 'dashboard/composables';
+import SettingsFieldSection from 'dashboard/components-next/Settings/SettingsFieldSection.vue';
+import SettingsToggleSection from 'dashboard/components-next/Settings/SettingsToggleSection.vue';
+import NextButton from 'dashboard/components-next/button/Button.vue';
+import TextArea from 'next/textarea/TextArea.vue';
+
+export default {
+  components: {
+    SettingsFieldSection,
+    SettingsToggleSection,
+    NextButton,
+    TextArea,
+  },
+  props: {
+    inbox: {
+      type: Object,
+      default: () => ({}),
+    },
+  },
+  data() {
+    return {
+      callingEnabled: this.inbox.provider_config?.calling_enabled || false,
+      permissionRequestBody:
+        this.inbox.provider_config?.call_permission_request_body || '',
+      isUpdating: false,
+    };
+  },
+  computed: {
+    phoneNumber() {
+      return (
+        this.inbox.provider_config?.phone_number || this.inbox.phone_number
+      );
+    },
+  },
+  watch: {
+    'inbox.provider_config.calling_enabled'(val) {
+      this.callingEnabled = val || false;
+    },
+    'inbox.provider_config.call_permission_request_body'(val) {
+      this.permissionRequestBody = val || '';
+    },
+  },
+  methods: {
+    async updateCallingSettings() {
+      this.isUpdating = true;
+      try {
+        await this.$store.dispatch('inboxes/updateInbox', {
+          id: this.inbox.id,
+          formData: false,
+          channel: {
+            provider_config: {
+              ...this.inbox.provider_config,
+              calling_enabled: this.callingEnabled,
+              call_permission_request_body:
+                this.permissionRequestBody.trim() || null,
+            },
+          },
+        });
+        useAlert(this.$t('INBOX_MGMT.EDIT.API.SUCCESS_MESSAGE'));
+      } catch (error) {
+        useAlert(this.$t('INBOX_MGMT.EDIT.API.ERROR_MESSAGE'));
+      } finally {
+        this.isUpdating = false;
+      }
+    },
+  },
+};
+</script>
+
+<template>
+  <div class="flex flex-col gap-6">
+    <SettingsToggleSection
+      v-model="callingEnabled"
+      :header="$t('INBOX_MGMT.WHATSAPP_CALLING.ENABLE.LABEL')"
+      :description="$t('INBOX_MGMT.WHATSAPP_CALLING.ENABLE.DESCRIPTION')"
+    />
+
+    <SettingsFieldSection
+      v-if="phoneNumber"
+      :label="$t('INBOX_MGMT.WHATSAPP_CALLING.PHONE_NUMBER.LABEL')"
+      :help-text="$t('INBOX_MGMT.WHATSAPP_CALLING.PHONE_NUMBER.HELP_TEXT')"
+    >
+      <woot-code :script="phoneNumber" lang="html" />
+    </SettingsFieldSection>
+
+    <SettingsFieldSection
+      :label="$t('INBOX_MGMT.WHATSAPP_CALLING.PERMISSION_REQUEST_BODY.LABEL')"
+      :help-text="
+        $t('INBOX_MGMT.WHATSAPP_CALLING.PERMISSION_REQUEST_BODY.HELP_TEXT')
+      "
+    >
+      <TextArea
+        v-model="permissionRequestBody"
+        :placeholder="
+          $t('INBOX_MGMT.WHATSAPP_CALLING.PERMISSION_REQUEST_BODY.PLACEHOLDER')
+        "
+        auto-height
+        resize
+      />
+    </SettingsFieldSection>
+
+    <SettingsFieldSection
+      :label="$t('INBOX_MGMT.WHATSAPP_CALLING.HOW_IT_WORKS.LABEL')"
+      :help-text="$t('INBOX_MGMT.WHATSAPP_CALLING.HOW_IT_WORKS.DESCRIPTION')"
+    />
+
+    <div>
+      <NextButton
+        :is-loading="isUpdating"
+        :label="$t('INBOX_MGMT.SETTINGS_POPUP.UPDATE')"
+        @click="updateCallingSettings"
+      />
+    </div>
+  </div>
+</template>

app/javascript/dashboard/services/TemplateConstants.js

@@ -0,0 +1,58 @@
+export const PLATFORMS = {
+  WHATSAPP: 'whatsapp',
+  TWILIO: 'twilio',
+};
+
+export const WA_COMPONENT_TYPES = {
+  HEADER: 'HEADER',
+  BODY: 'BODY',
+  FOOTER: 'FOOTER',
+  BUTTONS: 'BUTTONS',
+};
+
+export const WA_HEADER_FORMATS = {
+  TEXT: 'TEXT',
+  IMAGE: 'IMAGE',
+  VIDEO: 'VIDEO',
+  DOCUMENT: 'DOCUMENT',
+};
+
+export const WA_MEDIA_FORMATS = [
+  WA_HEADER_FORMATS.IMAGE,
+  WA_HEADER_FORMATS.VIDEO,
+  WA_HEADER_FORMATS.DOCUMENT,
+];
+
+export const WA_BUTTON_TYPES = {
+  COPY_CODE: 'COPY_CODE',
+};
+
+export const WA_PARAM_FORMATS = {
+  POSITIONAL: 'POSITIONAL',
+  NAMED: 'NAMED',
+};
+
+export const TWILIO_TYPE_PREFIX = 'twilio/';
+
+export const TWILIO_TYPES = {
+  TEXT: 'text',
+  MEDIA: 'media',
+  QUICK_REPLY: 'quick_reply',
+  CALL_TO_ACTION: 'call_to_action',
+  CATALOG: 'catalog',
+};
+
+export const TEMPLATE_TYPES = {
+  WHATSAPP_TEXT: 'whatsapp-text',
+  WHATSAPP_TEXT_HEADER: 'whatsapp-text-header',
+  WHATSAPP_MEDIA_IMAGE: 'whatsapp-media-image',
+  WHATSAPP_MEDIA_VIDEO: 'whatsapp-media-video',
+  WHATSAPP_MEDIA_DOCUMENT: 'whatsapp-media-document',
+  WHATSAPP_INTERACTIVE: 'whatsapp-interactive',
+  WHATSAPP_COPY_CODE: 'whatsapp-copy-code',
+  TWILIO_TEXT: 'twilio-text',
+  TWILIO_MEDIA: 'twilio-media',
+  TWILIO_QUICK_REPLY: 'twilio-quick-reply',
+  TWILIO_CALL_TO_ACTION: 'twilio-call-to-action',
+  TWILIO_CARD: 'twilio-card',
+};

app/javascript/dashboard/services/TemplateNormalizer.js

@@ -0,0 +1,114 @@
+import { TemplateTypeDetector } from './TemplateTypeDetector';
+import {
+  PLATFORMS,
+  TWILIO_TYPE_PREFIX,
+  WA_COMPONENT_TYPES,
+  WA_PARAM_FORMATS,
+} from './TemplateConstants';
+
+/**
+ * TemplateNormalizer - Convert platform-specific formats to unified structure
+ */
+export class TemplateNormalizer {
+  static normalizeWhatsApp(template) {
+    const components = template.components || [];
+
+    return {
+      id: template.id,
+      name: template.name,
+      platform: PLATFORMS.WHATSAPP,
+      type: TemplateTypeDetector.detectWhatsAppType(template),
+      parameterFormat: template.parameter_format || WA_PARAM_FORMATS.POSITIONAL,
+      header: components.find(c => c.type === WA_COMPONENT_TYPES.HEADER),
+      body: components.find(c => c.type === WA_COMPONENT_TYPES.BODY),
+      footer: components.find(c => c.type === WA_COMPONENT_TYPES.FOOTER),
+      buttons:
+        components.find(c => c.type === WA_COMPONENT_TYPES.BUTTONS)?.buttons ||
+        [],
+      variables: this.extractWhatsAppVariables(template),
+      category: template.category,
+      language: template.language,
+      originalTemplate: template,
+    };
+  }
+
+  static normalizeTwilio(template) {
+    const typeKey =
+      template.template_type?.replace(TWILIO_TYPE_PREFIX, '') ||
+      Object.keys(template.types || {})
+        .map(key => key.replace(TWILIO_TYPE_PREFIX, ''))
+        .find(key => key);
+
+    const hyphenatedKey = `${TWILIO_TYPE_PREFIX}${(typeKey || '').replace(/_/g, '-')}`;
+    const underscoreKey = `${TWILIO_TYPE_PREFIX}${(typeKey || '').replace(/-/g, '_')}`;
+    const typeData =
+      template.types?.[hyphenatedKey] || template.types?.[underscoreKey] || {};
+
+    return {
+      contentSid: template.content_sid,
+      name: template.friendly_name,
+      platform: PLATFORMS.TWILIO,
+      type: TemplateTypeDetector.detectTwilioType(template),
+      body: template.body || typeData.body,
+      media: typeData.media || [],
+      mediaType: template.media_type || null,
+      actions: typeData.actions || [],
+      variables: template.variables || {},
+      category: template.category || 'utility',
+      language: template.language || 'en',
+      originalTemplate: template,
+    };
+  }
+
+  static extractWhatsAppVariables(template) {
+    const variables = {};
+    const components = template.components || [];
+
+    components.forEach(component => {
+      if (component.text) {
+        const matches = component.text.match(/\{\{([^}]+)\}\}/g) || [];
+        matches.forEach(match => {
+          const variable = match.replace(/[{}]/g, '');
+
+          if (template.parameter_format === WA_PARAM_FORMATS.NAMED) {
+            const example =
+              component.example?.body_text_named_params?.find(
+                p => p.param_name === variable
+              )?.example || '';
+            variables[variable] = example;
+          } else {
+            const position = parseInt(variable, 10) - 1;
+            const example = component.example?.body_text?.[0]?.[position] || '';
+            variables[variable] = example;
+          }
+        });
+      }
+
+      if (component.buttons) {
+        component.buttons.forEach(button => {
+          if (button.url) {
+            const matches = button.url.match(/\{\{([^}]+)\}\}/g) || [];
+            matches.forEach(match => {
+              const variable = match.replace(/[{}]/g, '');
+              const example = button.example?.[0] || '';
+              variables[variable] = example;
+            });
+          }
+        });
+      }
+    });
+
+    return variables;
+  }
+
+  static normalize(template, platform) {
+    switch (platform) {
+      case PLATFORMS.WHATSAPP:
+        return this.normalizeWhatsApp(template);
+      case PLATFORMS.TWILIO:
+        return this.normalizeTwilio(template);
+      default:
+        throw new Error(`Unsupported platform: ${platform}`);
+    }
+  }
+}

app/javascript/dashboard/services/TemplateNormalizer.spec.js

@@ -0,0 +1,143 @@
+// @vitest-environment node
+
+import { describe, it, expect } from 'vitest';
+
+import { TemplateNormalizer } from './TemplateNormalizer';
+
+describe('TemplateNormalizer', () => {
+  it('normalizes Twilio call-to-action templates with hyphenated keys', () => {
+    const template = {
+      types: {
+        'twilio/call-to-action': {
+          body: 'CTA body for {{date}}',
+          actions: [
+            {
+              id: null,
+              title: 'Pay now',
+              type: 'URL',
+              url: 'https://payments.example.com/pay',
+            },
+          ],
+        },
+      },
+      variables: {
+        date: '01-Jan-2026',
+      },
+      content_sid: 'HX123',
+      friendly_name: 'cta_example',
+      template_type: 'call-to-action',
+    };
+
+    const normalized = TemplateNormalizer.normalizeTwilio(template);
+
+    expect(normalized.type).toBe('twilio-call-to-action');
+    expect(normalized.body).toBe('CTA body for {{date}}');
+    expect(normalized.actions).toHaveLength(1);
+    expect(normalized.variables).toEqual({ date: '01-Jan-2026' });
+  });
+
+  it('normalizes Twilio quick replies', () => {
+    const template = {
+      template_type: 'quick_reply',
+      types: {
+        'twilio/quick-reply': {
+          body: 'Pick an option',
+          actions: [{ id: 'a', title: 'Option A' }],
+        },
+      },
+      variables: {},
+    };
+
+    const normalized = TemplateNormalizer.normalizeTwilio(template);
+
+    expect(normalized.type).toBe('twilio-quick-reply');
+    expect(normalized.body).toBe('Pick an option');
+    expect(normalized.actions).toEqual([{ id: 'a', title: 'Option A' }]);
+  });
+
+  it('normalizes Twilio media templates', () => {
+    const template = {
+      template_type: 'media',
+      body: 'Media body {{1}}',
+      types: {
+        'twilio/media': {
+          body: 'Media body {{1}}',
+          media: ['https://example.com/image.jpg'],
+        },
+      },
+      variables: { 1: 'value' },
+    };
+
+    const normalized = TemplateNormalizer.normalizeTwilio(template);
+
+    expect(normalized.type).toBe('twilio-media');
+    expect(normalized.media).toEqual(['https://example.com/image.jpg']);
+    expect(normalized.body).toBe('Media body {{1}}');
+  });
+
+  it('extracts WhatsApp named variables', () => {
+    const template = {
+      parameter_format: 'NAMED',
+      components: [
+        {
+          type: 'BODY',
+          text: 'Hi {{name}}',
+          example: {
+            body_text_named_params: [{ param_name: 'name', example: 'John' }],
+          },
+        },
+      ],
+    };
+
+    const variables = TemplateNormalizer.extractWhatsAppVariables(template);
+
+    expect(variables).toMatchObject({
+      name: 'John',
+    });
+  });
+
+  it('extracts WhatsApp positional variables', () => {
+    const template = {
+      parameter_format: 'POSITIONAL',
+      components: [
+        {
+          type: 'BODY',
+          text: 'Hi {{1}}',
+          example: {
+            body_text: [['positional']],
+          },
+        },
+      ],
+    };
+
+    const variables = TemplateNormalizer.extractWhatsAppVariables(template);
+
+    expect(variables).toMatchObject({
+      1: 'positional',
+    });
+  });
+
+  it('normalizes WhatsApp media image templates', () => {
+    const template = {
+      id: '1',
+      name: 'order_confirmation',
+      parameter_format: 'POSITIONAL',
+      components: [
+        {
+          type: 'HEADER',
+          format: 'IMAGE',
+          example: { header_handle: ['https://example.com/image.jpg'] },
+        },
+        { type: 'BODY', text: 'Hi {{1}}', example: { body_text: [['John']] } },
+      ],
+      language: 'en',
+    };
+
+    const normalized = TemplateNormalizer.normalizeWhatsApp(template);
+
+    expect(normalized.type).toBe('whatsapp-media-image');
+    expect(normalized.header.format).toBe('IMAGE');
+    expect(normalized.body.text).toBe('Hi {{1}}');
+    expect(normalized.variables).toMatchObject({ 1: 'John' });
+  });
+});

app/javascript/dashboard/services/TemplateTypeDetector.js

@@ -0,0 +1,63 @@
+import {
+  TEMPLATE_TYPES,
+  TWILIO_TYPE_PREFIX,
+  TWILIO_TYPES,
+  WA_BUTTON_TYPES,
+  WA_COMPONENT_TYPES,
+  WA_HEADER_FORMATS,
+} from './TemplateConstants';
+
+/**
+ * TemplateTypeDetector - Unified service to identify template types across platforms
+ */
+export class TemplateTypeDetector {
+  static detectWhatsAppType(template) {
+    const components = template.components || [];
+    const header = components.find(c => c.type === WA_COMPONENT_TYPES.HEADER);
+    const buttons = components.find(c => c.type === WA_COMPONENT_TYPES.BUTTONS);
+
+    if (header?.format === WA_HEADER_FORMATS.IMAGE)
+      return TEMPLATE_TYPES.WHATSAPP_MEDIA_IMAGE;
+    if (header?.format === WA_HEADER_FORMATS.VIDEO)
+      return TEMPLATE_TYPES.WHATSAPP_MEDIA_VIDEO;
+    if (header?.format === WA_HEADER_FORMATS.DOCUMENT)
+      return TEMPLATE_TYPES.WHATSAPP_MEDIA_DOCUMENT;
+
+    if (buttons) {
+      const hasCopyCode = buttons.buttons?.some(
+        b => b.type === WA_BUTTON_TYPES.COPY_CODE
+      );
+      if (hasCopyCode) return TEMPLATE_TYPES.WHATSAPP_COPY_CODE;
+      return TEMPLATE_TYPES.WHATSAPP_INTERACTIVE;
+    }
+
+    if (header?.format === WA_HEADER_FORMATS.TEXT)
+      return TEMPLATE_TYPES.WHATSAPP_TEXT_HEADER;
+    return TEMPLATE_TYPES.WHATSAPP_TEXT;
+  }
+
+  static detectTwilioType(template) {
+    const typeFromTemplate =
+      template.template_type?.replace(TWILIO_TYPE_PREFIX, '') ||
+      Object.keys(template.types || {})
+        .map(key => key.replace(TWILIO_TYPE_PREFIX, ''))
+        .find(typeKey => typeKey);
+
+    const templateType = (typeFromTemplate || '')
+      .replace(/-/g, '_')
+      .replace(/__/g, '_');
+
+    switch (templateType) {
+      case TWILIO_TYPES.MEDIA:
+        return TEMPLATE_TYPES.TWILIO_MEDIA;
+      case TWILIO_TYPES.QUICK_REPLY:
+        return TEMPLATE_TYPES.TWILIO_QUICK_REPLY;
+      case TWILIO_TYPES.CALL_TO_ACTION:
+        return TEMPLATE_TYPES.TWILIO_CALL_TO_ACTION;
+      case TWILIO_TYPES.CATALOG:
+        return TEMPLATE_TYPES.TWILIO_CARD;
+      default:
+        return TEMPLATE_TYPES.TWILIO_TEXT;
+    }
+  }
+}

app/javascript/dashboard/services/TemplateTypeDetector.spec.js

@@ -0,0 +1,106 @@
+// @vitest-environment node
+
+import { describe, it, expect } from 'vitest';
+
+import { TemplateTypeDetector } from './TemplateTypeDetector';
+
+describe('TemplateTypeDetector', () => {
+  it('detects Twilio call-to-action from hyphenated template_type', () => {
+    const template = {
+      template_type: 'call-to-action',
+      types: {
+        'twilio/call-to-action': {},
+      },
+    };
+
+    expect(TemplateTypeDetector.detectTwilioType(template)).toBe(
+      'twilio-call-to-action'
+    );
+  });
+
+  it('detects Twilio call-to-action when only types key is present', () => {
+    const template = {
+      types: {
+        'twilio/call_to_action': {},
+      },
+    };
+
+    expect(TemplateTypeDetector.detectTwilioType(template)).toBe(
+      'twilio-call-to-action'
+    );
+  });
+
+  it('detects Twilio quick reply', () => {
+    const template = {
+      template_type: 'quick_reply',
+      types: {
+        'twilio/quick-reply': {},
+      },
+    };
+
+    expect(TemplateTypeDetector.detectTwilioType(template)).toBe(
+      'twilio-quick-reply'
+    );
+  });
+
+  it('detects WhatsApp text-with-header and media', () => {
+    const base = {
+      components: [
+        { type: 'HEADER', format: 'TEXT', text: 'Header' },
+        { type: 'BODY', text: 'Body' },
+      ],
+    };
+
+    expect(TemplateTypeDetector.detectWhatsAppType(base)).toBe(
+      'whatsapp-text-header'
+    );
+
+    const withImage = {
+      ...base,
+      components: [{ type: 'HEADER', format: 'IMAGE' }, base.components[1]],
+    };
+    expect(TemplateTypeDetector.detectWhatsAppType(withImage)).toBe(
+      'whatsapp-media-image'
+    );
+  });
+
+  it('detects WhatsApp copy code vs call-to-action buttons', () => {
+    const copyCode = {
+      components: [
+        { type: 'BODY', text: 'Hi' },
+        {
+          type: 'BUTTONS',
+          buttons: [{ type: 'COPY_CODE', text: 'Copy offer code' }],
+        },
+      ],
+    };
+
+    const callToAction = {
+      components: [
+        { type: 'BODY', text: 'Hi' },
+        {
+          type: 'BUTTONS',
+          buttons: [{ type: 'URL', text: 'Visit website' }],
+        },
+      ],
+    };
+
+    expect(TemplateTypeDetector.detectWhatsAppType(copyCode)).toBe(
+      'whatsapp-copy-code'
+    );
+    expect(TemplateTypeDetector.detectWhatsAppType(callToAction)).toBe(
+      'whatsapp-interactive'
+    );
+  });
+
+  it('detects Twilio media', () => {
+    const template = {
+      template_type: 'media',
+      types: { 'twilio/media': {} },
+    };
+
+    expect(TemplateTypeDetector.detectTwilioType(template)).toBe(
+      'twilio-media'
+    );
+  });
+});

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

@@ -312,10 +312,14 @@ export const actions = {
     commit(types.CLEAR_CONTACT_FILTERS);
   },
 
-  initiateCall: async ({ commit }, { contactId, inboxId }) => {
+  initiateCall: async ({ commit }, { contactId, inboxId, conversationId }) => {
     commit(types.SET_CONTACT_UI_FLAG, { isInitiatingCall: true });
     try {
-      const response = await ContactAPI.initiateCall(contactId, inboxId);
+      const response = await ContactAPI.initiateCall(
+        contactId,
+        inboxId,
+        conversationId
+      );
       commit(types.SET_CONTACT_UI_FLAG, { isInitiatingCall: false });
       return response.data;
     } catch (error) {

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

@@ -16,6 +16,7 @@ import * as Sentry from '@sentry/vue';
 import {
   handleVoiceCallCreated,
   handleVoiceCallUpdated,
+  syncConversationCallVisibility,
 } from 'dashboard/helper/voice';
 
 export const hasMessageFailedWithExternalError = pendingMessage => {
@@ -393,19 +394,18 @@ const actions = {
     }
   },
 
-  updateConversation({ commit, dispatch }, conversation) {
-    const {
-      meta: { sender },
-    } = conversation;
+  updateConversation({ commit, dispatch, rootGetters }, conversation) {
+    const sender = conversation.meta?.sender;
 
     commit(types.UPDATE_CONVERSATION, conversation);
+    syncConversationCallVisibility(conversation, rootGetters?.getCurrentUserID);
 
     dispatch('conversationLabels/setConversationLabel', {
       id: conversation.id,
       data: conversation.labels,
     });
 
-    dispatch('contacts/setContact', sender);
+    if (sender) dispatch('contacts/setContact', sender);
   },
 
   updateConversationLastActivity(

app/javascript/dashboard/store/modules/specs/inboxes/templateFixtures.js

@@ -368,7 +368,7 @@ export const templates = [
     namespace: 'ed41a221_133a_4558_a1d6_192960e3aee9',
     components: [
       {
-        text: '🎉 Special offer for you! Get {{discount_percentage}}% off your next purchase. Use the code below at checkout',
+        text: 'Special offer for you! Get {{discount_percentage}}% off your next purchase. Use the code below at checkout',
         type: 'BODY',
       },
       {
@@ -400,7 +400,7 @@ export const templates = [
           {
             text: 'Call Support',
             type: 'PHONE_NUMBER',
-            phone_number: '+16506677566',
+            phone_number: '+23232323',
           },
         ],
       },

app/javascript/dashboard/stores/calls.js

@@ -1,7 +1,16 @@
 import { defineStore } from 'pinia';
 import TwilioVoiceClient from 'dashboard/api/channel/voice/twilioVoiceClient';
+import { cleanupWhatsappSession } from 'dashboard/composables/useWhatsappCallSession';
 import { TERMINAL_STATUSES } from 'dashboard/helper/voice';
 
+const teardownByProvider = call => {
+  if (call?.provider === 'whatsapp') {
+    cleanupWhatsappSession();
+  } else {
+    TwilioVoiceClient.endClientCall();
+  }
+};
+
 export const useCallsStore = defineStore('calls', {
   state: () => ({
     calls: [],
@@ -16,15 +25,28 @@ export const useCallsStore = defineStore('calls', {
 
   actions: {
     handleCallStatusChanged({ callSid, status }) {
-      if (TERMINAL_STATUSES.includes(status)) {
-        this.removeCall(callSid);
+      if (!TERMINAL_STATUSES.includes(status)) return;
+
+      const call = this.calls.find(c => c.callSid === callSid);
+      // WhatsApp recordings live in the in-memory recorder until voice_call.ended
+      // uploads them; tearing down here would race-wipe those chunks.
+      if (call?.provider === 'whatsapp') {
+        this.calls = this.calls.filter(c => c.callSid !== callSid);
+        return;
       }
+
+      this.removeCall(callSid);
     },
 
     addCall(callData) {
       if (!callData?.callSid) return;
-      const exists = this.calls.some(call => call.callSid === callData.callSid);
-      if (exists) return;
+      const existing = this.calls.find(c => c.callSid === callData.callSid);
+      if (existing) {
+        // Merge so a later cable event with sdp_offer/provider/caller fills in
+        // gaps left by the earlier message.created path (and vice versa).
+        Object.assign(existing, callData, { isActive: existing.isActive });
+        return;
+      }
 
       this.calls.push({
         ...callData,
@@ -35,7 +57,7 @@ export const useCallsStore = defineStore('calls', {
     removeCall(callSid) {
       const callToRemove = this.calls.find(c => c.callSid === callSid);
       if (callToRemove?.isActive) {
-        TwilioVoiceClient.endClientCall();
+        teardownByProvider(callToRemove);
       }
       this.calls = this.calls.filter(c => c.callSid !== callSid);
     },
@@ -48,12 +70,27 @@ export const useCallsStore = defineStore('calls', {
     },
 
     clearActiveCall() {
-      TwilioVoiceClient.endClientCall();
+      const active = this.calls.find(c => c.isActive);
+      teardownByProvider(active);
       this.calls = this.calls.filter(call => !call.isActive);
     },
 
     dismissCall(callSid) {
       this.calls = this.calls.filter(call => call.callSid !== callSid);
     },
+
+    removeCallsForConversation(conversationId) {
+      const callsToRemove = this.calls.filter(
+        call => call.conversationId === conversationId
+      );
+
+      if (callsToRemove.some(call => call.isActive)) {
+        TwilioVoiceClient.endClientCall();
+      }
+
+      this.calls = this.calls.filter(
+        call => call.conversationId !== conversationId
+      );
+    },
   },
 });

app/javascript/shared/helpers/MessageFormatter.js

@@ -42,6 +42,7 @@ const createMarkdownInstance = (linkify = true) => {
     quotes: '\u201c\u201d\u2018\u2019',
     maxNesting: 20,
   })
+    .disable(['lheading'])
     .use(mentionPlugin)
     .use(imgResizeManager)
     .use(mila, {

app/javascript/shared/helpers/Validators.js

@@ -101,6 +101,22 @@ export const getRegexp = regexPatternValue => {
   );
 };
 
+/**
+ * Normalises a user-entered regex pattern into canonical `/source/flags` form.
+ * Strips `/.../flags` wrapping if the user included it, so `new RegExp` does
+ * not double-escape the slashes on save.
+ *
+ * @param {string} pattern - Raw pattern string from the form.
+ * @returns {?string} Canonical `/source/flags` string, or null when empty.
+ */
+export const normalizeRegexPattern = pattern => {
+  if (!pattern) return null;
+  const match = pattern.match(/^\/(.+)\/([gimsuy]*)$/);
+  const source = match ? match[1] : pattern;
+  const flags = match ? match[2] : '';
+  return new RegExp(source, flags).toString();
+};
+
 /**
  * Checks if a string is a valid slug (letters, numbers, hyphens only, no spaces or other symbols).
  * @param {string} value - The slug to validate.

app/javascript/shared/helpers/specs/MessageFormatter.spec.js

@@ -33,6 +33,13 @@ describe('#MessageFormatter', () => {
 <h2>tool</h2>`
       );
     });
+
+    it('should not render a setext heading when text is followed by "--"', () => {
+      const message = 'hy\n\n\\\n\\-\\-\n\nHello there';
+      const result = new MessageFormatter(message).formattedMessage;
+      expect(result).not.toMatch('<h2>');
+      expect(result).not.toMatch('<h1>');
+    });
   });
 
   describe('content with image and has "cw_image_height" query at the end of URL', () => {

app/javascript/shared/helpers/specs/ValidatorsHelper.spec.js

@@ -9,6 +9,7 @@ import {
   isNumber,
   isDomain,
   getRegexp,
+  normalizeRegexPattern,
   isValidSlug,
 } from '../Validators';
 
@@ -155,6 +156,30 @@ describe('#getRegexp', () => {
   });
 });
 
+describe('#normalizeRegexPattern', () => {
+  it('returns null for empty values', () => {
+    expect(normalizeRegexPattern('')).toBeNull();
+    expect(normalizeRegexPattern(null)).toBeNull();
+    expect(normalizeRegexPattern(undefined)).toBeNull();
+  });
+
+  it('canonicalises a bare source', () => {
+    expect(normalizeRegexPattern('^[0-9]+$')).toBe('/^[0-9]+$/');
+  });
+
+  it('strips slash wrapping the user may include', () => {
+    expect(normalizeRegexPattern('/^[0-9]+$/')).toBe('/^[0-9]+$/');
+  });
+
+  it('preserves flags on wrapped input', () => {
+    expect(normalizeRegexPattern('/hello/gi')).toBe('/hello/gi');
+  });
+
+  it('throws for an invalid regex source', () => {
+    expect(() => normalizeRegexPattern('[')).toThrow();
+  });
+});
+
 describe('#isValidSlug', () => {
   it('should return true for valid slugs', () => {
     expect(isValidSlug('abc')).toEqual(true);

app/javascript/shared/helpers/timeHelper.js

@@ -94,6 +94,29 @@ export const shortTimestamp = (time, withAgo = false) => {
   return convertToShortTime;
 };
 
+/**
+ * Formats a duration in seconds into mm:ss or hh:mm:ss.
+ * @param {number|string} durationInSeconds - Duration in seconds.
+ * @returns {string} Formatted duration string. Empty string for invalid input.
+ */
+export const formatDuration = durationInSeconds => {
+  if (durationInSeconds === null || durationInSeconds === undefined) return '';
+
+  const totalSeconds = Number(durationInSeconds);
+  if (Number.isNaN(totalSeconds) || totalSeconds < 0) return '';
+
+  const hours = Math.floor(totalSeconds / 3600);
+  const minutes = Math.floor((totalSeconds % 3600) / 60);
+  const seconds = totalSeconds % 60;
+
+  const mm = minutes.toString().padStart(2, '0');
+  const ss = seconds.toString().padStart(2, '0');
+  if (hours > 0) {
+    return `${hours.toString().padStart(2, '0')}:${mm}:${ss}`;
+  }
+  return `${mm}:${ss}`;
+};
+
 /**
  * Calculates the difference in days between now and a given timestamp.
  * @param {Date} now - Current date/time.

app/javascript/widget/components/PreChat/Form.vue

@@ -140,24 +140,15 @@ export default {
     },
   },
   methods: {
-    labelClass(input) {
-      const { state } = input.context;
-      const hasErrors = state.invalid;
-      return !hasErrors ? 'text-n-slate-12' : 'text-n-ruby-10';
-    },
     inputClass(input) {
       const { state, family: classification, type } = input.context;
-      const hasErrors = state.invalid;
       if (classification === 'box' && type === 'checkbox') {
         return '';
       }
       if (type === 'phoneInput') {
-        this.hasErrorInPhoneInput = hasErrors;
+        this.hasErrorInPhoneInput = state.invalid;
       }
-      if (!hasErrors) {
-        return `mt-1 rounded w-full py-2 px-3`;
-      }
-      return `mt-1 rounded w-full py-2 px-3 error`;
+      return 'mt-1 rounded w-full py-2 px-3';
     },
     isContactFieldRequired(field) {
       return this.preChatFields.find(option => option.name === field).required;
@@ -176,7 +167,12 @@ export default {
       return this.formValues[name] || null;
     },
     getValidation({ type, name, field_type, regex_pattern }) {
-      let regex = regex_pattern ? getRegexp(regex_pattern) : null;
+      const regex = regex_pattern ? getRegexp(regex_pattern) : null;
+      // FormKit caches the RegExp and calls .test() across keystrokes, so
+      // drop stateful g/y flags to stop lastIndex mutation flipping validity.
+      const matchRegex = regex
+        ? new RegExp(regex.source, regex.flags.replace(/[gy]/g, ''))
+        : null;
       const validations = {
         emailAddress: 'email',
         phoneNumber: ['startsWithPlus', 'isValidPhoneNumber'],
@@ -186,27 +182,32 @@ export default {
         select: null,
         number: null,
         checkbox: false,
-        contact_attribute: regex ? [['matches', regex]] : null,
-        conversation_attribute: regex ? [['matches', regex]] : null,
+        contact_attribute: matchRegex ? [['matches', matchRegex]] : null,
+        conversation_attribute: matchRegex ? [['matches', matchRegex]] : null,
       };
       const validationKeys = Object.keys(validations);
       const isRequired = this.isContactFieldRequired(name);
-      const validation = isRequired ? ['required'] : ['optional'];
+      const baseRules = isRequired ? [['required']] : [['optional']];
 
       if (
-        validationKeys.includes(name) ||
-        validationKeys.includes(type) ||
-        validationKeys.includes(field_type)
+        !validationKeys.includes(name) &&
+        !validationKeys.includes(type) &&
+        !validationKeys.includes(field_type)
       ) {
-        const validationType =
-          validations[type] || validations[name] || validations[field_type];
-        const allValidations = validationType
-          ? validation.concat(validationType)
-          : validation;
-        return allValidations.join('|');
+        return '';
       }
 
-      return '';
+      const validationType =
+        validations[type] || validations[name] || validations[field_type];
+      if (!validationType) return baseRules;
+
+      // Normalise into array-of-arrays so RegExp objects in `['matches', regex]`
+      // survive without being stringified by FormKit.
+      const extraRules = Array.isArray(validationType)
+        ? validationType.map(rule => (Array.isArray(rule) ? rule : [rule]))
+        : [[validationType]];
+
+      return baseRules.concat(extraRules);
     },
     findFieldType(type) {
       if (type === 'link') {
@@ -283,7 +284,7 @@ export default {
             }
           : undefined
       "
-      :label-class="context => `text-sm font-medium ${labelClass(context)}`"
+      label-class="text-sm font-medium text-n-slate-12"
       :input-class="context => inputClass(context)"
       :validation-messages="{
         startsWithPlus: $t(
@@ -302,7 +303,7 @@ export default {
       v-if="!hasActiveCampaign"
       name="message"
       type="textarea"
-      :label-class="context => `text-sm font-medium ${labelClass(context)}`"
+      label-class="text-sm font-medium text-n-slate-12"
       :input-class="context => inputClass(context)"
       :label="$t('PRE_CHAT_FORM.FIELDS.MESSAGE.LABEL')"
       :placeholder="$t('PRE_CHAT_FORM.FIELDS.MESSAGE.PLACEHOLDER')"
@@ -330,16 +331,21 @@ export default {
   @apply mt-2;
 
   .formkit-inner {
-    input.error,
-    textarea.error,
-    select.error {
-      @apply outline-n-ruby-8 dark:outline-n-ruby-8 hover:outline-n-ruby-9 dark:hover:outline-n-ruby-9 focus:outline-n-ruby-9 dark:focus:outline-n-ruby-9;
-    }
-
     input[type='checkbox'] {
       @apply size-4 outline-none;
     }
   }
+
+  &[data-invalid] {
+    .formkit-label {
+      @apply text-n-ruby-10;
+    }
+    .formkit-inner input,
+    .formkit-inner textarea,
+    .formkit-inner select {
+      @apply outline-n-ruby-8 dark:outline-n-ruby-8 hover:outline-n-ruby-9 dark:hover:outline-n-ruby-9 focus:outline-n-ruby-9 dark:focus:outline-n-ruby-9;
+    }
+  }
 }
 
 [data-invalid] .formkit-message {

app/jobs/internal/trigger_hourly_scheduled_items_job.rb

@@ -0,0 +1,7 @@
+class Internal::TriggerHourlyScheduledItemsJob < ApplicationJob
+  queue_as :scheduled_jobs
+
+  def perform; end
+end
+
+Internal::TriggerHourlyScheduledItemsJob.prepend_mod_with('Internal::TriggerHourlyScheduledItemsJob')

app/models/channel/whatsapp.rb

@@ -46,7 +46,8 @@ class Channel::Whatsapp < ApplicationRecord
   def voice_enabled?
     provider == 'whatsapp_cloud' &&
       provider_config['source'] == 'embedded_signup' &&
-      provider_config['calling_enabled'].present?
+      provider_config['calling_enabled'].present? &&
+      account.feature_enabled?('channel_voice')
   end
 
   def provider_service

app/models/concerns/liquidable.rb

@@ -11,7 +11,7 @@ module Liquidable
   def message_drops
     {
       'contact' => ContactDrop.new(conversation.contact),
-      'agent' => UserDrop.new(sender),
+      'agent' => UserDrop.new(sender || conversation.assignee),
       'conversation' => ConversationDrop.new(conversation),
       'inbox' => InboxDrop.new(inbox),
       'account' => AccountDrop.new(conversation.account)

app/services/base/send_on_channel_service.rb

@@ -46,7 +46,8 @@ class Base::SendOnChannelService
   def invalid_message?
     # private notes aren't send to the channels
     # we should also avoid the case of message loops, when outgoing messages are created from channel
-    # voice_call bubbles are call status indicators, not deliverable messages
+    # voice_call bubbles are call status indicators, not deliverable messages — skip the send pipeline
+    # otherwise it falls through to "Template not found" / 24-hour-window errors
     message.private? || outgoing_message_originated_from_channel? || message.content_type == 'voice_call'
   end
 

app/services/imap/base_fetch_email_service.rb

@@ -1,6 +1,8 @@
 require 'net/imap'
 
 class Imap::BaseFetchEmailService
+  MAX_MESSAGES_PER_SYNC = 500
+
   pattr_initialize [:channel!, :interval]
 
   def fetch_emails
@@ -77,27 +79,49 @@ class Imap::BaseFetchEmailService
     Rails.logger.info "[IMAP::FETCH_EMAIL_SERVICE] Fetching mails from #{channel.email}, found #{seq_nums.length}."
 
     message_ids_with_seq = []
-    seq_nums.each_slice(10).each do |batch|
-      # Fetch only message-id only without mail body or contents.
-      batch_message_ids = imap_client.fetch(batch, 'BODY.PEEK[HEADER]')
-
-      # .fetch returns an array of Net::IMAP::FetchData or nil
-      # (instead of an empty array) if there is no matching message.
-      # Check
-      if batch_message_ids.blank?
-        Rails.logger.info "[IMAP::FETCH_EMAIL_SERVICE] Fetching the batch failed for #{channel.email}."
-        next
-      end
-
-      batch_message_ids.each do |data|
-        message_id = build_mail_from_string(data.attr['BODY[HEADER]']).message_id
-        message_ids_with_seq.push([data.seqno, message_id])
+    seq_nums.each_slice(MAX_MESSAGES_PER_SYNC).each do |batch|
+      append_message_ids_for_batch(batch, message_ids_with_seq)
+      if message_ids_with_seq.length >= MAX_MESSAGES_PER_SYNC
+        Rails.logger.info "[IMAP::FETCH_EMAIL_SERVICE] Reached MAX_MESSAGES_PER_SYNC=#{MAX_MESSAGES_PER_SYNC} for #{channel.email}, stopping sync."
+        break
       end
     end
 
     message_ids_with_seq
   end
 
+  def append_message_ids_for_batch(batch, message_ids_with_seq)
+    # Fetch only message-id only without mail body or contents.
+    batch_message_ids = imap_client.fetch(batch, 'BODY.PEEK[HEADER]')
+    Rails.logger.info "[IMAP::FETCH_EMAIL_SERVICE] Fetching the batch for #{channel.email}. Found #{batch_message_ids&.length} messages."
+
+    # .fetch returns an array of Net::IMAP::FetchData or nil
+    # (instead of an empty array) if there is no matching message.
+    if batch_message_ids.blank?
+      Rails.logger.info "[IMAP::FETCH_EMAIL_SERVICE] Fetching the batch failed for #{channel.email}."
+      return
+    end
+
+    batch_message_ids.each do |data|
+      entry = build_message_id_entry(data)
+      next if entry.nil?
+
+      message_ids_with_seq.push(entry)
+      break if message_ids_with_seq.length >= MAX_MESSAGES_PER_SYNC
+    end
+  end
+
+  def build_message_id_entry(data)
+    mail = build_mail_from_string(data.attr['BODY[HEADER]'])
+    return nil if MailPresenter.new(mail, channel.account).notification_email_from_chatwoot?
+
+    message_id = mail.message_id
+    return nil if message_id.blank?
+    return nil if email_already_present?(channel, message_id)
+
+    [data.seqno, message_id]
+  end
+
   # Sends a SEARCH command to search the mailbox for messages that were
   # created between yesterday (or given date) and today and returns message sequence numbers.
   # Return <message set>

app/services/whatsapp/facebook_api_client.rb

@@ -86,7 +86,7 @@ class Whatsapp::FacebookApiClient
       body: {
         override_callback_uri: callback_url,
         verify_token: verify_token,
-        subscribed_fields: %w[messages smb_message_echoes]
+        subscribed_fields: %w[messages smb_message_echoes calls]
       }.to_json
     )
 

config/features.yml

@@ -144,10 +144,11 @@
 - name: chatwoot_v4
   display_name: Chatwoot V4
   enabled: true
-- name: report_v4
-  display_name: Report V4
+- name: captain_v1_action_classifier
+  display_name: Captain V1 Action Classifier
   enabled: false
-  deprecated: true
+  premium: true
+  chatwoot_internal: true
 - name: contact_chatwoot_support_team
   display_name: Contact Chatwoot Support Team
   enabled: true

config/initializers/facebook_messenger.rb

@@ -1,11 +1,13 @@
 # ref: https://github.com/jgorset/facebook-messenger#make-a-configuration-provider
 class ChatwootFbProvider < Facebook::Messenger::Configuration::Providers::Base
+  CHANNEL_APP_SECRET_KEYS = %w[app_secret app_secret_key client_secret api_secret].freeze
+
   def valid_verify_token?(_verify_token)
     GlobalConfigService.load('FB_VERIFY_TOKEN', '')
   end
 
-  def app_secret_for(_page_id)
-    GlobalConfigService.load('FB_APP_SECRET', '')
+  def app_secret_for(page_id)
+    channel_app_secret_for(page_id).presence || GlobalConfigService.load('FB_APP_SECRET', '')
   end
 
   def access_token_for(page_id)
@@ -14,6 +16,27 @@ class ChatwootFbProvider < Facebook::Messenger::Configuration::Providers::Base
 
   private
 
+  def channel_app_secret_for(page_id)
+    channel = Channel::FacebookPage.where(page_id: page_id).last
+    return if channel.blank?
+
+    channel_app_secret_candidates(channel).first
+  end
+
+  def channel_app_secret_candidates(channel)
+    secrets = []
+    secrets << channel.app_secret if channel.respond_to?(:app_secret)
+    secrets.concat(provider_config_app_secrets(channel))
+    secrets.compact_blank.uniq
+  end
+
+  def provider_config_app_secrets(channel)
+    return [] unless channel.respond_to?(:provider_config)
+
+    provider_config = channel.provider_config.to_h.with_indifferent_access
+    CHANNEL_APP_SECRET_KEYS.filter_map { |key| provider_config[key].presence }
+  end
+
   def bot
     Chatwoot::Bot
   end

config/initializers/sidekiq.rb

@@ -40,11 +40,6 @@ Rails.application.reloader.to_prepare do
   if File.exist?(schedule_file) && Sidekiq.server?
     schedule = YAML.load_file(schedule_file)
 
-    # Merge enterprise-only cron entries when running an enterprise build.
-    # Mirrors the conditional-load pattern already used for enterprise initializers.
-    enterprise_schedule_file = Rails.root.join('enterprise/config/schedule.yml')
-    schedule.merge!(YAML.load_file(enterprise_schedule_file)) if ChatwootApp.enterprise? && enterprise_schedule_file.exist?
-
     # Cron entries removed from schedule.yml but possibly still in Redis
     # with source:'dynamic' (predating the source tag). load_from_hash!
     # only cleans up source:'schedule' entries, so these need explicit removal.

config/installation_config.yml

@@ -209,6 +209,12 @@
   description: 'The limits for the Captain AI service for different plans'
   value:
   type: code
+- name: CAPTAIN_DOCUMENT_AUTO_SYNC_INTERVALS
+  display_title: 'Captain Document Auto Sync Intervals'
+  description: 'JSON map of plan-wise Captain document auto-sync intervals in hours. Use null to disable auto-sync for a plan.'
+  value:
+  locked: false
+  type: code
 # End of Captain Config
 
 # ------- Context.dev Config ------- #

config/locales/en.yml

@@ -64,6 +64,8 @@ en:
       email_already_exists: 'You have already signed up for an account with %{email}'
       invalid_params: 'Invalid, please check the signup paramters and try again'
       failed: Signup failed
+    voice:
+      call_already_accepted: '%{agent_name} is already handling the call.'
     assignment_policy:
       not_found: Assignment policy not found
     attachments:
@@ -298,6 +300,9 @@ en:
         issue_created: 'Linear issue %{issue_id} was created by %{user_name}'
         issue_linked: 'Linear issue %{issue_id} was linked by %{user_name}'
         issue_unlinked: 'Linear issue %{issue_id} was unlinked by %{user_name}'
+      whatsapp_call:
+        permission_requested: 'Sent a call permission request to %{contact_name}.'
+        permission_granted: '%{contact_name} accepted the call permission request.'
       csat:
         not_sent_due_to_messaging_window: 'CSAT survey not sent due to outgoing message restrictions'
       auto_resolve:

config/routes.rb

@@ -622,6 +622,7 @@ Rails.application.routes.draw do
       post 'voice/call/:phone', to: 'voice#call_twiml', as: :voice_call
       post 'voice/status/:phone', to: 'voice#status', as: :voice_status
       post 'voice/conference_status/:phone', to: 'voice#conference_status', as: :voice_conference_status
+      post 'voice/recording_status/:phone', to: 'voice#recording_status', as: :voice_recording_status
     end
   end
 

config/schedule.yml

@@ -14,6 +14,12 @@ trigger_scheduled_items_job:
   class: 'TriggerScheduledItemsJob'
   queue: scheduled_jobs
 
+# executed hourly for scheduled jobs that do not need minute-level cadence
+trigger_hourly_scheduled_items_job:
+  cron: '0 * * * *'
+  class: 'Internal::TriggerHourlyScheduledItemsJob'
+  queue: scheduled_jobs
+
 # executed At every minute..
 trigger_imap_email_inboxes_job:
   cron: '*/1 * * * *'

db/migrate/20260430114500_repurpose_report_v4_flag_for_captain_v1_action_classifier.rb

@@ -0,0 +1,15 @@
+class RepurposeReportV4FlagForCaptainV1ActionClassifier < ActiveRecord::Migration[7.1]
+  def up
+    Account.feature_captain_v1_action_classifier.find_each(batch_size: 100) do |account|
+      account.disable_features(:captain_v1_action_classifier)
+      account.save!(validate: false)
+    end
+
+    config = InstallationConfig.find_by(name: 'ACCOUNT_LEVEL_FEATURE_DEFAULTS')
+    return if config&.value.blank?
+
+    config.value = config.value.reject { |feature| feature['name'] == 'report_v4' }
+    config.save!
+    GlobalConfig.clear_cache
+  end
+end

db/schema.rb

@@ -10,7 +10,7 @@
 #
 # It's strongly recommended that you check this file into your version control system.
 
-ActiveRecord::Schema[7.1].define(version: 2026_04_28_120000) do
+ActiveRecord::Schema[7.1].define(version: 2026_04_30_114500) do
   # These extensions should be enabled to support this database
   enable_extension "pg_stat_statements"
   enable_extension "pg_trgm"

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

@@ -1,5 +1,6 @@
 class Api::V1::Accounts::ConferenceController < Api::V1::Accounts::BaseController
   before_action :set_voice_inbox_for_conference
+  rescue_from CustomExceptions::CallAlreadyAccepted, with: :render_call_already_accepted
 
   def token
     render json: Voice::Provider::Twilio::TokenService.new(
@@ -54,4 +55,8 @@ class Api::V1::Accounts::ConferenceController < Api::V1::Accounts::BaseControlle
     authorize conversation, :show?
     conversation
   end
+
+  def render_call_already_accepted(error)
+    render json: { error: error.message }, status: :conflict
+  end
 end

enterprise/app/controllers/api/v1/accounts/contacts/calls_controller.rb

@@ -10,7 +10,8 @@ class Api::V1::Accounts::Contacts::CallsController < Api::V1::Accounts::BaseCont
       account: Current.account,
       inbox: voice_inbox,
       user: Current.user,
-      contact: contact
+      contact: contact,
+      conversation: existing_conversation
     )
 
     render json: {
@@ -38,4 +39,13 @@ class Api::V1::Accounts::Contacts::CallsController < Api::V1::Accounts::BaseCont
       inbox
     end
   end
+
+  # Reuse the open conversation when the caller is already inside it; ignore
+  # the hint if it doesn't belong to the picked voice inbox.
+  def existing_conversation
+    return nil if params[:conversation_id].blank?
+
+    conversation = Current.account.conversations.find_by(display_id: params[:conversation_id])
+    conversation if conversation && conversation.inbox_id == voice_inbox.id
+  end
 end

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

@@ -59,6 +59,7 @@ class Api::V1::Accounts::WhatsappCallsController < Api::V1::Accounts::BaseContro
     authorize @conversation, :show?
   end
 
+  # Twilio voice also exposes voice_enabled? but uses a different initiation path.
   def ensure_calling_enabled
     channel = @conversation.inbox.channel
     return if channel.is_a?(Channel::Whatsapp) && channel.voice_enabled?
@@ -97,6 +98,7 @@ class Api::V1::Accounts::WhatsappCallsController < Api::V1::Accounts::BaseContro
     'uploaded'
   end
 
+  # Browser-built SDP offer is forwarded to Meta; the connect webhook later delivers Meta's answer.
   def create_outbound_call
     contact_phone = @conversation.contact.phone_number.delete('+')
     result = provider_service.initiate_call(contact_phone, params[:sdp_offer])
@@ -123,6 +125,7 @@ class Api::V1::Accounts::WhatsappCallsController < Api::V1::Accounts::BaseContro
       sent = send_permission_request_safely
       if sent
         record_permission_request_wamid(sent)
+        emit_permission_requested_activity
         status = 'permission_requested'
       else
         status = 'failed'
@@ -131,7 +134,10 @@ class Api::V1::Accounts::WhatsappCallsController < Api::V1::Accounts::BaseContro
 
     return render_could_not_create_error(I18n.t('errors.whatsapp.calls.permission_request_failed')) if status == 'failed'
 
-    render json: { status: status }
+    # 422 (not 200) so any client treating 2xx as "call placed" can't mistake
+    # the permission-template path for a successful dial. The FE composable
+    # detects this status and surfaces the banner instead of throwing.
+    render json: { status: status }, status: :unprocessable_entity
   end
 
   def permission_request_throttled?
@@ -141,12 +147,33 @@ class Api::V1::Accounts::WhatsappCallsController < Api::V1::Accounts::BaseContro
 
   # Treat transport errors as a falsy return so we render 422 rather than 500.
   def send_permission_request_safely
-    provider_service.send_call_permission_request(@conversation.contact.phone_number.delete('+'))
+    provider_service.send_call_permission_request(
+      @conversation.contact.phone_number.delete('+'),
+      *permission_request_body_args
+    )
   rescue StandardError => e
     Rails.logger.warn "[WHATSAPP CALL] permission_request failed: #{e.class} #{e.message}"
     nil
   end
 
+  # Pass the inbox-level override only when present so the provider falls back
+  # to the i18n default for inboxes that haven't customized the prompt.
+  def permission_request_body_args
+    custom_body = @conversation.inbox.channel.provider_config&.dig('call_permission_request_body').presence
+    custom_body ? [custom_body] : []
+  end
+
+  def emit_permission_requested_activity
+    content = I18n.t(
+      'conversations.activity.whatsapp_call.permission_requested',
+      contact_name: @conversation.contact.name
+    )
+    ::Conversations::ActivityMessageJob.perform_later(
+      @conversation,
+      { account_id: @conversation.account_id, inbox_id: @conversation.inbox_id, message_type: :activity, content: content }
+    )
+  end
+
   # Stash the outbound wamid so the reply webhook can match context.id back here.
   def record_permission_request_wamid(sent)
     attrs = (@conversation.additional_attributes || {}).merge(

enterprise/app/controllers/twilio/voice_controller.rb

@@ -38,6 +38,7 @@ class Twilio::VoiceController < ApplicationController
     end
 
     call = find_call_for_conference!(params[:FriendlyName], twilio_call_sid)
+    persist_twilio_conference_sid!(call, params[:ConferenceSid])
 
     Voice::Conference::Manager.new(
       call: call,
@@ -48,6 +49,15 @@ class Twilio::VoiceController < ApplicationController
     head :no_content
   end
 
+  def recording_status
+    Voice::RecordingStatusService.new(
+      account: current_account,
+      payload: params.to_unsafe_h
+    ).perform
+
+    head :no_content
+  end
+
   private
 
   def twilio_call_sid
@@ -124,6 +134,10 @@ class Twilio::VoiceController < ApplicationController
           conference_sid,
           start_conference_on_enter: agent_leg?(twilio_from),
           end_conference_on_exit: false,
+          record: 'record-from-start',
+          recording_status_callback: recording_status_callback_url,
+          recording_status_callback_event: 'completed',
+          recording_status_callback_method: 'POST',
           status_callback: conference_status_callback_url,
           status_callback_event: 'start end join leave',
           status_callback_method: 'POST',
@@ -151,12 +165,27 @@ class Twilio::VoiceController < ApplicationController
     Rails.application.routes.url_helpers.twilio_voice_conference_status_url(phone: phone_digits)
   end
 
+  def recording_status_callback_url
+    phone_digits = inbox_channel.phone_number.delete_prefix('+')
+    Rails.application.routes.url_helpers.twilio_voice_recording_status_url(phone: phone_digits)
+  end
+
   def find_call_for_conference!(friendly_name, call_sid)
     name = friendly_name.to_s
     call = inbox_calls.by_conference_sid(name).first if name.present?
     call || inbox_calls.find_by!(provider_call_id: call_sid)
   end
 
+  # Twilio's recording webhook only sends its internal ConferenceSid (CF...),
+  # not our FriendlyName. Persist Twilio's id the first time we see it on a
+  # conference event so the recording lookup can match later.
+  def persist_twilio_conference_sid!(call, sid)
+    return if sid.blank?
+    return if call.twilio_conference_sid == sid
+
+    call.update!(twilio_conference_sid: sid)
+  end
+
   def set_inbox!
     digits = params[:phone].to_s.gsub(/\D/, '')
     phone_number = "+#{digits}"

enterprise/app/helpers/captain/chat_response_helper.rb

@@ -35,7 +35,10 @@ module Captain::ChatResponseHelper
 
   def credit_used_for_response?(parsed_response)
     response = parsed_response['response']
-    response.present? && response != 'conversation_handoff'
+
+    # The classifier can still decide to hand off after this trace is written.
+    # Actual response usage is charged later in ResponseBuilderJob, so billing stays correct.
+    response.present? && response != 'conversation_handoff' && parsed_response['action'] != 'handoff'
   end
 
   def captain_v1_assistant?

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

@@ -1,4 +1,6 @@
 class Captain::Conversation::ResponseBuilderJob < ApplicationJob
+  include Captain::Conversation::V1ActionClassifier
+
   MAX_MESSAGE_LENGTH = 10_000
   retry_on ActiveStorage::FileNotFoundError, attempts: 3, wait: 2.seconds
   retry_on Faraday::BadRequestError, attempts: 3, wait: 2.seconds
@@ -31,9 +33,11 @@ class Captain::Conversation::ResponseBuilderJob < ApplicationJob
   delegate :account, :inbox, to: :@conversation
 
   def generate_and_process_response
+    message_history = collect_previous_messages
     @response = Captain::Llm::AssistantChatService.new(assistant: @assistant, conversation: @conversation).generate_response(
-      message_history: collect_previous_messages
+      message_history: message_history
     )
+    classify_v1_response_action(message_history) if conversation_pending?
     process_response
   end
 
@@ -102,6 +106,14 @@ class Captain::Conversation::ResponseBuilderJob < ApplicationJob
   end
 
   def v1_handoff_requested?
+    legacy_v1_handoff_token? || classifier_v1_handoff_requested?
+  end
+
+  def classifier_v1_handoff_requested?
+    @response['action'] == 'handoff'
+  end
+
+  def legacy_v1_handoff_token?
     @response['response'] == 'conversation_handoff'
   end
 
@@ -111,8 +123,13 @@ class Captain::Conversation::ResponseBuilderJob < ApplicationJob
 
   def process_v1_handoff
     I18n.with_locale(@assistant.account.locale) do
+      Rails.logger.info(
+        "[CAPTAIN][ResponseBuilderJob] V1 handoff requested for account=#{account.id} conversation=#{@conversation.display_id} " \
+        "source=#{@response&.dig('action_source') || 'legacy'} reason=#{@response&.dig('action_reason')}"
+      )
       create_handoff_message
       @conversation.bot_handoff!
+      report_v1_handoff_not_executed if conversation_pending?
       send_out_of_office_message_if_applicable
     end
   end
@@ -166,6 +183,9 @@ class Captain::Conversation::ResponseBuilderJob < ApplicationJob
 
   def handle_error(error)
     log_error(error)
+    @response ||= {}
+    @response['action_source'] ||= 'error'
+    @response['action_reason'] ||= error_action_reason(error)
     process_v1_handoff if conversation_pending?
     true
   end
@@ -174,10 +194,23 @@ class Captain::Conversation::ResponseBuilderJob < ApplicationJob
     ChatwootExceptionTracker.new(error, account: account).capture_exception
   end
 
+  def error_action_reason(error)
+    error.class.name.underscore.tr('/', '_')
+  end
+
   def captain_v2_enabled?
     account.feature_enabled?('captain_integration_v2')
   end
 
+  def report_v1_handoff_not_executed
+    error = StandardError.new("Captain V1 handoff requested but conversation #{@conversation.display_id} is still pending")
+    ChatwootExceptionTracker.new(error, account: account).capture_exception
+    Rails.logger.error(
+      "[CAPTAIN][ResponseBuilderJob] V1 handoff requested but not executed for account=#{account.id} " \
+      "conversation=#{@conversation.display_id}"
+    )
+  end
+
   def conversation_pending?
     status = Conversation.uncached { Conversation.where(id: @conversation.id).pick(:status) }
     status == 'pending' || status == Conversation.statuses[:pending]