refactor: remove METRIC_TO_HIDDEN_KEY

## Bug Explanation
- The Super Admin limits form renders inputs by iterating the keys of
`account.limits`.
- When `account.limits` was present, `AccountLimitsField#to_s` returned
only that hash (no defaults).
- On save, `SuperAdmin::AccountsController` compacts the limits hash,
removing blank keys.
- Result: if only one key (e.g., `agents`) was saved, the other keys
were missing from the hash and their fields disappeared on the next
render.

## Fix
- Always start from a defaults hash of all expected limit keys and merge
in any saved overrides.
- This keeps the UI stable and ensures all limit inputs remain visible
even when the stored hash is partial.
- Upgraded meta_request to `0.8.5` to stop a dev‑only `SystemStackError`
caused by JSON‑encoding ActiveRecord::Transaction in Rails 7.2. No
production behavior changes.

## Reproduction Steps
1. In Super Admin, edit an account and set only `agents` in the limits;
leave other limit fields blank and save.
2. Re-open the same account in Super Admin.
3. Observe that only `agents` is rendered and other limit fields are
missing.

## Testing
- Tested on UI

---------

Co-authored-by: Muhsin Keloth <muhsinkeramam@gmail.com>

.circleci/config.yml

@@ -144,7 +144,7 @@ jobs:
   # Backend tests with parallelization
   backend-tests:
     <<: *defaults
-    parallelism: 16
+    parallelism: 20
     steps:
       - checkout
       - node/install:

Gemfile.lock

@@ -541,9 +541,9 @@ GEM
       net-smtp
     marcel (1.0.4)
     maxminddb (0.1.22)
-    meta_request (0.8.3)
+    meta_request (0.8.5)
       rack-contrib (>= 1.1, < 3)
-      railties (>= 3.0.0, < 8)
+      railties (>= 3.0.0, < 9)
     method_source (1.1.0)
     mime-types (3.4.1)
       mime-types-data (~> 3.2015)

app/builders/messages/instagram/base_message_builder.rb

@@ -158,6 +158,7 @@ class Messages::Instagram::BaseMessageBuilder < Messages::Messenger::MessageBuil
       account_id: conversation.account_id,
       inbox_id: conversation.inbox_id,
       message_type: message_type,
+      status: @outgoing_echo ? :delivered : :sent,
       source_id: message_identifier,
       content: message_content,
       sender: @outgoing_echo ? nil : contact,
@@ -166,6 +167,7 @@ class Messages::Instagram::BaseMessageBuilder < Messages::Messenger::MessageBuil
       }
     }
 
+    params[:content_attributes][:external_echo] = true if @outgoing_echo
     params[:content_attributes][:is_unsupported] = true if message_is_unsupported?
     params
   end

app/builders/v2/reports/conversations/metric_builder.rb

@@ -1,14 +1,16 @@
 class V2::Reports::Conversations::MetricBuilder < V2::Reports::Conversations::BaseReportBuilder
+  HIDEABLE_METRICS = %w[incoming_messages_count outgoing_messages_count reply_time].freeze
+
   def summary
     {
       conversations_count: count('conversations_count'),
-      incoming_messages_count: count('incoming_messages_count'),
-      outgoing_messages_count: count('outgoing_messages_count'),
+      incoming_messages_count: count_unless_hidden('incoming_messages_count'),
+      outgoing_messages_count: count_unless_hidden('outgoing_messages_count'),
       avg_first_response_time: count('avg_first_response_time'),
       avg_resolution_time: count('avg_resolution_time'),
       resolutions_count: count('resolutions_count'),
-      reply_time: count('reply_time')
-    }
+      reply_time: count_unless_hidden('reply_time')
+    }.compact
   end
 
   def bot_summary
@@ -24,6 +26,18 @@ class V2::Reports::Conversations::MetricBuilder < V2::Reports::Conversations::Ba
     builder_class(metric).new(account, builder_params(metric)).aggregate_value
   end
 
+  def count_unless_hidden(metric)
+    return nil if metric_hidden?(metric)
+
+    count(metric)
+  end
+
+  def metric_hidden?(metric)
+    return false unless HIDEABLE_METRICS.include?(metric)
+
+    (params[:hidden_metrics] || []).include?(metric)
+  end
+
   def builder_params(metric)
     params.merge({ metric: metric })
   end

app/builders/v2/reports/first_response_time_distribution_builder.rb

@@ -0,0 +1,68 @@
+class V2::Reports::FirstResponseTimeDistributionBuilder
+  include DateRangeHelper
+
+  attr_reader :account, :params
+
+  def initialize(account:, params:)
+    @account = account
+    @params = params
+  end
+
+  def build
+    build_distribution
+  end
+
+  private
+
+  def build_distribution
+    results = fetch_aggregated_counts
+    map_to_channel_types(results)
+  end
+
+  def fetch_aggregated_counts
+    ReportingEvent
+      .where(account_id: account.id, name: 'first_response')
+      .where(range_condition)
+      .group(:inbox_id)
+      .select(
+        :inbox_id,
+        bucket_case_statements
+      )
+  end
+
+  def bucket_case_statements
+    <<~SQL.squish
+      COUNT(CASE WHEN value < 3600 THEN 1 END) AS bucket_0_1h,
+      COUNT(CASE WHEN value >= 3600 AND value < 14400 THEN 1 END) AS bucket_1_4h,
+      COUNT(CASE WHEN value >= 14400 AND value < 28800 THEN 1 END) AS bucket_4_8h,
+      COUNT(CASE WHEN value >= 28800 AND value < 86400 THEN 1 END) AS bucket_8_24h,
+      COUNT(CASE WHEN value >= 86400 THEN 1 END) AS bucket_24h_plus
+    SQL
+  end
+
+  def range_condition
+    range.present? ? { created_at: range } : {}
+  end
+
+  def inbox_channel_types
+    @inbox_channel_types ||= account.inboxes.pluck(:id, :channel_type).to_h
+  end
+
+  def map_to_channel_types(results)
+    results.each_with_object({}) do |row, hash|
+      channel_type = inbox_channel_types[row.inbox_id]
+      next unless channel_type
+
+      hash[channel_type] ||= empty_buckets
+      hash[channel_type]['0-1h'] += row.bucket_0_1h
+      hash[channel_type]['1-4h'] += row.bucket_1_4h
+      hash[channel_type]['4-8h'] += row.bucket_4_8h
+      hash[channel_type]['8-24h'] += row.bucket_8_24h
+      hash[channel_type]['24h+'] += row.bucket_24h_plus
+    end
+  end
+
+  def empty_buckets
+    { '0-1h' => 0, '1-4h' => 0, '4-8h' => 0, '8-24h' => 0, '24h+' => 0 }
+  end
+end

app/builders/v2/reports/outgoing_messages_count_builder.rb

@@ -0,0 +1,79 @@
+class V2::Reports::OutgoingMessagesCountBuilder
+  include DateRangeHelper
+  attr_reader :account, :params
+
+  def initialize(account, params)
+    @account = account
+    @params = params
+  end
+
+  def build
+    send("build_by_#{params[:group_by]}")
+  end
+
+  private
+
+  def base_messages
+    account.messages.outgoing.unscope(:order).where(created_at: range)
+  end
+
+  def build_by_agent
+    counts = base_messages
+             .where(sender_type: 'User')
+             .where.not(sender_id: nil)
+             .group(:sender_id)
+             .count
+
+    user_names = account.users.where(id: counts.keys).index_by(&:id)
+
+    counts.map do |user_id, count|
+      user = user_names[user_id]
+      { id: user_id, name: user&.name, outgoing_messages_count: count }
+    end
+  end
+
+  def build_by_team
+    counts = base_messages
+             .joins('INNER JOIN conversations ON messages.conversation_id = conversations.id')
+             .where.not(conversations: { team_id: nil })
+             .group('conversations.team_id')
+             .count
+
+    team_names = account.teams.where(id: counts.keys).index_by(&:id)
+
+    counts.map do |team_id, count|
+      team = team_names[team_id]
+      { id: team_id, name: team&.name, outgoing_messages_count: count }
+    end
+  end
+
+  def build_by_inbox
+    counts = base_messages
+             .group(:inbox_id)
+             .count
+
+    inbox_names = account.inboxes.where(id: counts.keys).index_by(&:id)
+
+    counts.map do |inbox_id, count|
+      inbox = inbox_names[inbox_id]
+      { id: inbox_id, name: inbox&.name, outgoing_messages_count: count }
+    end
+  end
+
+  def build_by_label
+    counts = base_messages
+             .joins('INNER JOIN conversations ON messages.conversation_id = conversations.id')
+             .joins("INNER JOIN taggings ON taggings.taggable_id = conversations.id
+                     AND taggings.taggable_type = 'Conversation' AND taggings.context = 'labels'")
+             .joins('INNER JOIN tags ON tags.id = taggings.tag_id')
+             .group('tags.name')
+             .count
+
+    label_ids = account.labels.where(title: counts.keys).index_by(&:title)
+
+    counts.map do |label_name, count|
+      label = label_ids[label_name]
+      { id: label&.id, name: label_name, outgoing_messages_count: count }
+    end
+  end
+end

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

@@ -70,8 +70,10 @@ class Api::V1::Accounts::ConversationsController < Api::V1::Accounts::BaseContro
 
   def transcript
     render json: { error: 'email param missing' }, status: :unprocessable_entity and return if params[:email].blank?
+    return head :too_many_requests unless @conversation.account.within_email_rate_limit?
 
     ConversationReplyMailer.with(account: @conversation.account).conversation_transcript(@conversation, params[:email])&.deliver_later
+    @conversation.account.increment_email_sent_count
     head :ok
   end
 

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

@@ -35,12 +35,9 @@ class Api::V1::Widget::ConversationsController < Api::V1::Widget::BaseController
   end
 
   def transcript
-    if conversation.present? && conversation.contact.present? && conversation.contact.email.present?
-      ConversationReplyMailer.with(account: conversation.account).conversation_transcript(
-        conversation,
-        conversation.contact.email
-      )&.deliver_later
-    end
+    return head :too_many_requests unless conversation.present? && conversation.account.within_email_rate_limit?
+
+    send_transcript_email
     head :ok
   end
 
@@ -77,6 +74,16 @@ class Api::V1::Widget::ConversationsController < Api::V1::Widget::BaseController
 
   private
 
+  def send_transcript_email
+    return if conversation.contact&.email.blank?
+
+    ConversationReplyMailer.with(account: conversation.account).conversation_transcript(
+      conversation,
+      conversation.contact.email
+    )&.deliver_later
+    conversation.account.increment_email_sent_count
+  end
+
   def trigger_typing_event(event)
     Rails.configuration.dispatcher.dispatch(event, Time.zone.now, conversation: conversation, user: @contact)
   end

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

@@ -1,10 +1,14 @@
 class Api::V2::Accounts::ReportsController < Api::V1::Accounts::BaseController
   include Api::V2::Accounts::ReportsHelper
   include Api::V2::Accounts::HeatmapHelper
+  include Reports::MetricFilter
 
   before_action :check_authorization
 
   def index
+    # Return empty timeseries array for hidden metrics (preserves expected response shape)
+    return render json: [] if metric_hidden?(params[:metric])
+
     builder = V2::Reports::Conversations::ReportBuilder.new(Current.account, report_params)
     data = builder.timeseries
     render json: data
@@ -70,6 +74,23 @@ class Api::V2::Accounts::ReportsController < Api::V1::Accounts::BaseController
     render json: builder.build
   end
 
+  def first_response_time_distribution
+    builder = V2::Reports::FirstResponseTimeDistributionBuilder.new(
+      account: Current.account,
+      params: first_response_time_distribution_params
+    )
+    render json: builder.build
+  end
+
+  OUTGOING_MESSAGES_ALLOWED_GROUP_BY = %w[agent team inbox label].freeze
+
+  def outgoing_messages_count
+    return head :unprocessable_entity unless OUTGOING_MESSAGES_ALLOWED_GROUP_BY.include?(params[:group_by])
+
+    builder = V2::Reports::OutgoingMessagesCountBuilder.new(Current.account, outgoing_messages_count_params)
+    render json: builder.build
+  end
+
   private
 
   def generate_csv(filename, template)
@@ -95,7 +116,8 @@ class Api::V2::Accounts::ReportsController < Api::V1::Accounts::BaseController
     common_params.merge({
                           since: range[:current][:since],
                           until: range[:current][:until],
-                          timezone_offset: params[:timezone_offset]
+                          timezone_offset: params[:timezone_offset],
+                          hidden_metrics: hidden_metrics
                         })
   end
 
@@ -103,7 +125,8 @@ class Api::V2::Accounts::ReportsController < Api::V1::Accounts::BaseController
     common_params.merge({
                           since: range[:previous][:since],
                           until: range[:previous][:until],
-                          timezone_offset: params[:timezone_offset]
+                          timezone_offset: params[:timezone_offset],
+                          hidden_metrics: hidden_metrics
                         })
   end
 
@@ -156,4 +179,19 @@ class Api::V2::Accounts::ReportsController < Api::V1::Accounts::BaseController
       label_ids: params[:label_ids]
     }
   end
+
+  def first_response_time_distribution_params
+    {
+      since: params[:since],
+      until: params[:until]
+    }
+  end
+
+  def outgoing_messages_count_params
+    {
+      group_by: params[:group_by],
+      since: params[:since],
+      until: params[:until]
+    }
+  end
 end

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

@@ -1,4 +1,6 @@
 class Api::V2::Accounts::SummaryReportsController < Api::V1::Accounts::BaseController
+  include Reports::MetricFilter
+
   before_action :check_authorization
   before_action :prepare_builder_params, only: [:agent, :team, :inbox, :label, :channel]
 
@@ -40,7 +42,7 @@ class Api::V2::Accounts::SummaryReportsController < Api::V1::Accounts::BaseContr
 
   def render_report_with(builder_class)
     builder = builder_class.new(account: Current.account, params: @builder_params)
-    render json: builder.build
+    render json: filter_hidden_metrics_from_array(builder.build)
   end
 
   def permitted_params

app/controllers/concerns/reports/metric_filter.rb

@@ -0,0 +1,59 @@
+module Reports::MetricFilter
+  extend ActiveSupport::Concern
+
+  HIDEABLE_METRICS = %w[outgoing_messages_count incoming_messages_count reply_time].freeze
+
+  # Alias mapping (canonical form)
+  METRIC_ALIASES = {
+    'avg_reply_time' => 'reply_time'
+  }.freeze
+
+  private
+
+  def filter_hidden_metrics_from_hash(data)
+    return data if hidden_metrics.blank?
+
+    data.reject { |key, _| metric_key_hidden?(key) }
+  end
+
+  def filter_hidden_metrics_from_array(data)
+    return data if hidden_metrics.blank?
+
+    data.map { |item| item.reject { |key, _| metric_key_hidden?(key) } }
+  end
+
+  # Filter summary data including nested 'previous' key (handles both symbol and string keys)
+  def filter_summary_with_previous(data)
+    return data if hidden_metrics.blank?
+
+    filtered = filter_hidden_metrics_from_hash(data)
+    previous_data = filtered[:previous] || filtered['previous']
+    if previous_data.present?
+      filtered_previous = filter_hidden_metrics_from_hash(previous_data)
+      # Preserve the original key type
+      if filtered.key?(:previous)
+        filtered[:previous] = filtered_previous
+      else
+        filtered['previous'] = filtered_previous
+      end
+    end
+    filtered
+  end
+
+  def hidden_metrics
+    @hidden_metrics ||= (Current.account.report_hidden_metrics || []) & HIDEABLE_METRICS
+  end
+
+  def metric_hidden?(metric_name)
+    # Normalize to canonical form (e.g., avg_reply_time -> reply_time)
+    normalized = METRIC_ALIASES[metric_name.to_s] || metric_name.to_s
+    hidden_metrics.include?(normalized)
+  end
+
+  # Check if a hash key should be hidden (handles both symbol and string keys, plus aliases)
+  def metric_key_hidden?(key)
+    key_str = key.to_s
+    normalized = METRIC_ALIASES[key_str] || key_str
+    hidden_metrics.include?(normalized)
+  end
+end

app/controllers/super_admin/app_configs_controller.rb

@@ -42,7 +42,7 @@ class SuperAdmin::AppConfigsController < SuperAdmin::ApplicationController
       'facebook' => %w[FB_APP_ID FB_VERIFY_TOKEN FB_APP_SECRET IG_VERIFY_TOKEN FACEBOOK_API_VERSION ENABLE_MESSENGER_CHANNEL_HUMAN_AGENT],
       'shopify' => %w[SHOPIFY_CLIENT_ID SHOPIFY_CLIENT_SECRET],
       'microsoft' => %w[AZURE_APP_ID AZURE_APP_SECRET],
-      'email' => ['MAILER_INBOUND_EMAIL_DOMAIN'],
+      'email' => %w[MAILER_INBOUND_EMAIL_DOMAIN ACCOUNT_EMAILS_LIMIT ACCOUNT_EMAILS_PLAN_LIMITS],
       'linear' => %w[LINEAR_CLIENT_ID LINEAR_CLIENT_SECRET],
       'slack' => %w[SLACK_CLIENT_ID SLACK_CLIENT_SECRET],
       'instagram' => %w[INSTAGRAM_APP_ID INSTAGRAM_APP_SECRET INSTAGRAM_VERIFY_TOKEN INSTAGRAM_API_VERSION ENABLE_INSTAGRAM_CHANNEL_HUMAN_AGENT],

app/javascript/dashboard/components-next/captain/pageComponents/document/RelatedResponses.vue

@@ -18,7 +18,9 @@ const dialogRef = ref(null);
 
 const uiFlags = useMapGetter('captainResponses/getUIFlags');
 const responses = useMapGetter('captainResponses/getRecords');
+const meta = useMapGetter('captainResponses/getMeta');
 const isFetching = computed(() => uiFlags.value.fetchingList);
+const totalCount = computed(() => meta.value.totalCount || 0);
 
 const handleClose = () => {
   emit('close');
@@ -37,7 +39,7 @@ defineExpose({ dialogRef });
   <Dialog
     ref="dialogRef"
     type="edit"
-    :title="t('CAPTAIN.DOCUMENTS.RELATED_RESPONSES.TITLE')"
+    :title="`${t('CAPTAIN.DOCUMENTS.RELATED_RESPONSES.TITLE')} (${totalCount})`"
     :description="t('CAPTAIN.DOCUMENTS.RELATED_RESPONSES.DESCRIPTION')"
     :show-cancel-button="false"
     :show-confirm-button="false"

app/javascript/dashboard/components-next/message/Message.vue

@@ -3,12 +3,14 @@ import { onMounted, computed, ref, toRefs } from 'vue';
 import { useTimeoutFn } from '@vueuse/core';
 import { provideMessageContext } from './provider.js';
 import { useTrack } from 'dashboard/composables';
+import { useMapGetter } from 'dashboard/composables/store';
 import { emitter } from 'shared/helpers/mitt';
 import { useI18n } from 'vue-i18n';
 import { useRoute } from 'vue-router';
 import { LocalStorage } from 'shared/helpers/localStorage';
 import { ACCOUNT_EVENTS } from 'dashboard/helper/AnalyticsHelper/events';
 import { LOCAL_STORAGE_KEYS } from 'dashboard/constants/localStorage';
+import { getInboxIconByType } from 'dashboard/helper/inbox';
 import { BUS_EVENTS } from 'shared/constants/busEvents';
 import {
   MESSAGE_TYPES,
@@ -139,6 +141,8 @@ const showBackgroundHighlight = ref(false);
 const showContextMenu = ref(false);
 const { t } = useI18n();
 const route = useRoute();
+const inboxGetter = useMapGetter('inboxes/getInbox');
+const inbox = computed(() => inboxGetter.value(props.inboxId) || {});
 
 /**
  * Computes the message variant based on props
@@ -162,6 +166,10 @@ const variant = computed(() => {
   if (props.contentAttributes?.isUnsupported)
     return MESSAGE_VARIANTS.UNSUPPORTED;
 
+  if (props.contentAttributes?.externalEcho) {
+    return MESSAGE_VARIANTS.AGENT;
+  }
+
   const isBot = !props.sender || props.sender.type === SENDER_TYPES.AGENT_BOT;
   if (isBot && props.messageType === MESSAGE_TYPES.OUTGOING) {
     return MESSAGE_VARIANTS.BOT;
@@ -424,6 +432,18 @@ function handleReplyTo() {
 }
 
 const avatarInfo = computed(() => {
+  if (props.contentAttributes?.externalEcho) {
+    const { name, avatar_url, channel_type, medium } = inbox.value;
+    const iconName = avatar_url
+      ? null
+      : getInboxIconByType(channel_type, medium);
+    return {
+      name: iconName ? '' : name || t('CONVERSATION.NATIVE_APP'),
+      src: avatar_url || '',
+      iconName,
+    };
+  }
+
   // If no sender, return bot info
   if (!props.sender) {
     return {
@@ -451,6 +471,9 @@ const avatarInfo = computed(() => {
 });
 
 const avatarTooltip = computed(() => {
+  if (props.contentAttributes?.externalEcho) {
+    return t('CONVERSATION.NATIVE_APP_ADVISORY');
+  }
   if (avatarInfo.value.name === '') return '';
   return `${t('CONVERSATION.SENT_BY')} ${avatarInfo.value.name}`;
 });
@@ -484,7 +507,7 @@ provideMessageContext({
   <div
     v-if="shouldRenderMessage"
     :id="`message${props.id}`"
-    class="flex mb-2 w-full message-bubble-container"
+    class="flex w-full mb-2 message-bubble-container"
     :data-message-id="props.id"
     :class="[
       flexOrientationClass,

app/javascript/dashboard/composables/useHiddenMetrics.js

@@ -0,0 +1,29 @@
+import { computed } from 'vue';
+import { useAccount } from './useAccount';
+
+// Alias mapping for consistency (canonical form is reply_time)
+const METRIC_ALIASES = {
+  avg_reply_time: 'reply_time',
+};
+
+export function useHiddenMetrics() {
+  const { currentAccount } = useAccount();
+
+  const hiddenMetrics = computed(() => {
+    return currentAccount.value?.settings?.report_hidden_metrics || [];
+  });
+
+  const isMetricHidden = metricKey => {
+    const normalized = METRIC_ALIASES[metricKey] || metricKey;
+    return hiddenMetrics.value.includes(normalized);
+  };
+
+  const filterVisibleReportKeys = reportKeys => {
+    // Filter out hidden metrics from reportKeys object
+    return Object.fromEntries(
+      Object.entries(reportKeys).filter(([, value]) => !isMetricHidden(value))
+    );
+  };
+
+  return { hiddenMetrics, isMetricHidden, filterVisibleReportKeys };
+}

app/javascript/dashboard/helper/validations.js

@@ -127,6 +127,7 @@ const validateSingleAction = action => {
     'resolve_conversation',
     'remove_assigned_team',
     'open_conversation',
+    'pending_conversation',
   ];
 
   if (

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

@@ -150,7 +150,8 @@
       "ADD_PRIVATE_NOTE": "Add a Private Note",
       "CHANGE_PRIORITY": "Change Priority",
       "ADD_SLA": "Add SLA",
-      "OPEN_CONVERSATION": "Open conversation"
+      "OPEN_CONVERSATION": "Open conversation",
+      "PENDING_CONVERSATION": "Mark conversation as pending"
     },
     "MESSAGE_TYPES": {
       "INCOMING": "Incoming Message",

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

@@ -253,6 +253,8 @@
     "MESSAGE_ERROR": "Unable to send this message, please try again later",
     "SENT_BY": "Sent by:",
     "BOT": "Bot",
+    "NATIVE_APP": "Native app",
+    "NATIVE_APP_ADVISORY": "This message was sent from the native app. Reply from Chatwoot to maintain the message window.",
     "SEND_FAILED": "Couldn't send message! Try again",
     "TRY_AGAIN": "retry",
     "ASSIGNMENT": {

app/javascript/dashboard/routes/dashboard/settings/automation/constants.js

@@ -116,6 +116,10 @@ export const AUTOMATIONS = {
         key: 'open_conversation',
         name: 'OPEN_CONVERSATION',
       },
+      {
+        key: 'pending_conversation',
+        name: 'PENDING_CONVERSATION',
+      },
       {
         key: 'resolve_conversation',
         name: 'RESOLVE_CONVERSATION',
@@ -232,6 +236,10 @@ export const AUTOMATIONS = {
         key: 'snooze_conversation',
         name: 'SNOOZE_CONVERSATION',
       },
+      {
+        key: 'pending_conversation',
+        name: 'PENDING_CONVERSATION',
+      },
       {
         key: 'resolve_conversation',
         name: 'RESOLVE_CONVERSATION',
@@ -360,6 +368,10 @@ export const AUTOMATIONS = {
         key: 'snooze_conversation',
         name: 'SNOOZE_CONVERSATION',
       },
+      {
+        key: 'pending_conversation',
+        name: 'PENDING_CONVERSATION',
+      },
       {
         key: 'resolve_conversation',
         name: 'RESOLVE_CONVERSATION',
@@ -482,6 +494,10 @@ export const AUTOMATIONS = {
         key: 'snooze_conversation',
         name: 'SNOOZE_CONVERSATION',
       },
+      {
+        key: 'pending_conversation',
+        name: 'PENDING_CONVERSATION',
+      },
       {
         key: 'send_webhook_event',
         name: 'SEND_WEBHOOK_EVENT',
@@ -668,6 +684,11 @@ export const AUTOMATION_ACTION_TYPES = [
     label: 'OPEN_CONVERSATION',
     inputType: null,
   },
+  {
+    key: 'pending_conversation',
+    label: 'PENDING_CONVERSATION',
+    inputType: null,
+  },
   {
     key: 'send_webhook_event',
     label: 'SEND_WEBHOOK_EVENT',

app/javascript/dashboard/routes/dashboard/settings/reports/Index.vue

@@ -1,6 +1,7 @@
 <script>
 import V4Button from 'dashboard/components-next/button/Button.vue';
 import { useAlert, useTrack } from 'dashboard/composables';
+import { useHiddenMetrics } from 'dashboard/composables/useHiddenMetrics';
 import ReportFilterSelector from './components/FilterSelector.vue';
 import { GROUP_BY_FILTER } from './constants';
 import { REPORTS_EVENTS } from '../../../../helper/AnalyticsHelper/events';
@@ -8,7 +9,7 @@ import { generateFileName } from 'dashboard/helper/downloadHelper';
 import ReportContainer from './ReportContainer.vue';
 import ReportHeader from './components/ReportHeader.vue';
 
-const REPORTS_KEYS = {
+const ALL_REPORTS_KEYS = {
   CONVERSATIONS: 'conversations_count',
   INCOMING_MESSAGES: 'incoming_messages_count',
   OUTGOING_MESSAGES: 'outgoing_messages_count',
@@ -26,6 +27,10 @@ export default {
     ReportContainer,
     V4Button,
   },
+  setup() {
+    const { filterVisibleReportKeys } = useHiddenMetrics();
+    return { filterVisibleReportKeys };
+  },
   data() {
     return {
       from: 0,
@@ -34,6 +39,11 @@ export default {
       businessHours: false,
     };
   },
+  computed: {
+    reportKeys() {
+      return this.filterVisibleReportKeys(ALL_REPORTS_KEYS);
+    },
+  },
   methods: {
     fetchAllData() {
       this.fetchAccountSummary();
@@ -47,18 +57,10 @@ export default {
       }
     },
     fetchChartData() {
-      [
-        'CONVERSATIONS',
-        'INCOMING_MESSAGES',
-        'OUTGOING_MESSAGES',
-        'FIRST_RESPONSE_TIME',
-        'RESOLUTION_TIME',
-        'RESOLUTION_COUNT',
-        'REPLY_TIME',
-      ].forEach(async key => {
+      Object.keys(this.reportKeys).forEach(async key => {
         try {
           await this.$store.dispatch('fetchAccountReport', {
-            metric: REPORTS_KEYS[key],
+            metric: this.reportKeys[key],
             ...this.getRequestPayload(),
           });
         } catch {
@@ -121,6 +123,6 @@ export default {
       show-group-by-filter
       @filter-change="onFilterChange"
     />
-    <ReportContainer :group-by="groupBy" />
+    <ReportContainer :group-by="groupBy" :report-keys="reportKeys" />
   </div>
 </template>

app/javascript/dashboard/routes/dashboard/settings/reports/components/SummaryReports.vue

@@ -2,6 +2,7 @@
 import ReportFilterSelector from './FilterSelector.vue';
 import { formatTime } from '@chatwoot/utils';
 import { useStore, useMapGetter } from 'dashboard/composables/store';
+import { useHiddenMetrics } from 'dashboard/composables/useHiddenMetrics';
 import Table from 'dashboard/components/table/Table.vue';
 import { generateFileName } from 'dashboard/helper/downloadHelper';
 import {
@@ -44,6 +45,7 @@ import SummaryReportLink from './SummaryReportLink.vue';
 
 const rowItems = useMapGetter([props.getterKey]) || [];
 const reportMetrics = useMapGetter([props.summaryKey]) || [];
+const { isMetricHidden } = useHiddenMetrics();
 
 const getMetrics = id =>
   reportMetrics.value.find(metrics => metrics.id === Number(id)) || {};
@@ -59,38 +61,42 @@ const defaulSpanRender = cellProps =>
     cellProps.getValue()
   );
 
-const columns = computed(() => [
-  columnHelper.accessor('name', {
-    header: t(`SUMMARY_REPORTS.${props.type.toUpperCase()}`),
-    width: 300,
-    cell: cellProps => h(SummaryReportLink, cellProps),
-  }),
-  columnHelper.accessor('conversationsCount', {
-    header: t('SUMMARY_REPORTS.CONVERSATIONS'),
-    width: 200,
-    cell: defaulSpanRender,
-  }),
-  columnHelper.accessor('avgFirstResponseTime', {
-    header: t('SUMMARY_REPORTS.AVG_FIRST_RESPONSE_TIME'),
-    width: 200,
-    cell: defaulSpanRender,
-  }),
-  columnHelper.accessor('avgResolutionTime', {
-    header: t('SUMMARY_REPORTS.AVG_RESOLUTION_TIME'),
-    width: 200,
-    cell: defaulSpanRender,
-  }),
-  columnHelper.accessor('avgReplyTime', {
-    header: t('SUMMARY_REPORTS.AVG_REPLY_TIME'),
-    width: 200,
-    cell: defaulSpanRender,
-  }),
-  columnHelper.accessor('resolutionsCount', {
-    header: t('SUMMARY_REPORTS.RESOLUTION_COUNT'),
-    width: 200,
-    cell: defaulSpanRender,
-  }),
-]);
+const columns = computed(() => {
+  const allColumns = [
+    columnHelper.accessor('name', {
+      header: t(`SUMMARY_REPORTS.${props.type.toUpperCase()}`),
+      width: 300,
+      cell: cellProps => h(SummaryReportLink, cellProps),
+    }),
+    columnHelper.accessor('conversationsCount', {
+      header: t('SUMMARY_REPORTS.CONVERSATIONS'),
+      width: 200,
+      cell: defaulSpanRender,
+    }),
+    columnHelper.accessor('avgFirstResponseTime', {
+      header: t('SUMMARY_REPORTS.AVG_FIRST_RESPONSE_TIME'),
+      width: 200,
+      cell: defaulSpanRender,
+    }),
+    columnHelper.accessor('avgResolutionTime', {
+      header: t('SUMMARY_REPORTS.AVG_RESOLUTION_TIME'),
+      width: 200,
+      cell: defaulSpanRender,
+    }),
+    !isMetricHidden('reply_time') &&
+      columnHelper.accessor('avgReplyTime', {
+        header: t('SUMMARY_REPORTS.AVG_REPLY_TIME'),
+        width: 200,
+        cell: defaulSpanRender,
+      }),
+    columnHelper.accessor('resolutionsCount', {
+      header: t('SUMMARY_REPORTS.RESOLUTION_COUNT'),
+      width: 200,
+      cell: defaulSpanRender,
+    }),
+  ];
+  return allColumns.filter(Boolean);
+});
 
 const renderAvgTime = value => (value ? formatTime(value) : '--');
 

app/javascript/dashboard/routes/dashboard/settings/reports/components/WootReports.vue

@@ -1,6 +1,7 @@
 <script>
 import V4Button from 'dashboard/components-next/button/Button.vue';
 import { useAlert, useTrack } from 'dashboard/composables';
+import { useHiddenMetrics } from 'dashboard/composables/useHiddenMetrics';
 import ReportFilters from './ReportFilters.vue';
 import ReportContainer from '../ReportContainer.vue';
 import { GROUP_BY_FILTER } from '../constants';
@@ -63,6 +64,10 @@ export default {
       default: null,
     },
   },
+  setup() {
+    const { filterVisibleReportKeys } = useHiddenMetrics();
+    return { filterVisibleReportKeys };
+  },
   data() {
     return {
       from: 0,
@@ -82,7 +87,7 @@ export default {
       return this.type === 'agent';
     },
     reportKeys() {
-      return {
+      const allKeys = {
         CONVERSATIONS: 'conversations_count',
         ...(!this.isAgentType && {
           INCOMING_MESSAGES: 'incoming_messages_count',
@@ -93,6 +98,8 @@ export default {
         RESOLUTION_COUNT: 'resolutions_count',
         REPLY_TIME: 'reply_time',
       };
+      // Filter out hidden metrics
+      return this.filterVisibleReportKeys(allKeys);
     },
   },
   mounted() {

app/jobs/conversation_reply_email_job.rb

@@ -3,6 +3,7 @@ class ConversationReplyEmailJob < ApplicationJob
 
   def perform(conversation_id, last_queued_id)
     conversation = Conversation.find(conversation_id)
+    return unless conversation.account.active?
 
     if conversation.messages.incoming&.last&.content_type == 'incoming_email'
       ConversationReplyMailer.with(account: conversation.account).reply_without_summary(conversation, last_queued_id).deliver_later

app/jobs/webhooks/tiktok_events_job.rb

@@ -54,7 +54,7 @@ class Webhooks::TiktokEventsJob < MutexApplicationJob
   # Receive real-time notifications if you send a message to a user.
   def im_send_msg
     # This can be either an echo message or a message sent directly via tiktok application
-    ::Tiktok::MessageService.new(channel: channel, content: content).perform
+    ::Tiktok::MessageService.new(channel: channel, content: content, outgoing_echo: true).perform
   end
 
   # Receive real-time notifications if a user outside the European Economic Area (EEA), Switzerland, or the UK sends a message to you.

app/jobs/webhooks/whatsapp_events_job.rb

@@ -9,6 +9,56 @@ class Webhooks::WhatsappEventsJob < ApplicationJob
       return
     end
 
+    if message_echo_event?(params)
+      handle_message_echo(channel, params)
+    else
+      handle_message_events(channel, params)
+    end
+  end
+
+  # Detects if the webhook is an SMB message echo event (message sent from WhatsApp Business app)
+  # This is part of WhatsApp coexistence feature where businesses can respond from both
+  # Chatwoot and the WhatsApp Business app, with messages synced to Chatwoot.
+  #
+  # Regular message payload (field: "messages"):
+  # {
+  #   "entry": [{
+  #     "changes": [{
+  #       "field": "messages",
+  #       "value": {
+  #         "contacts": [{ "wa_id": "919745786257", "profile": { "name": "Customer" } }],
+  #         "messages": [{ "from": "919745786257", "id": "wamid...", "text": { "body": "Hello" } }]
+  #       }
+  #     }]
+  #   }]
+  # }
+  #
+  # Echo message payload (field: "smb_message_echoes"):
+  # {
+  #   "entry": [{
+  #     "changes": [{
+  #       "field": "smb_message_echoes",
+  #       "value": {
+  #         "message_echoes": [{ "from": "971545296927", "to": "919745786257", "id": "wamid...", "text": { "body": "Hi" } }]
+  #       }
+  #     }]
+  #   }]
+  # }
+  #
+  # Key differences:
+  # - field: "smb_message_echoes" instead of "messages"
+  # - message_echoes[] instead of messages[]
+  # - "from" is the business number, "to" is the contact (reversed from regular messages)
+  # - No "contacts" array in echo payload
+  def message_echo_event?(params)
+    params.dig(:entry, 0, :changes, 0, :field) == 'smb_message_echoes'
+  end
+
+  def handle_message_echo(channel, params)
+    Whatsapp::IncomingMessageWhatsappCloudService.new(inbox: channel.inbox, params: params, outgoing_echo: true).perform
+  end
+
+  def handle_message_events(channel, params)
     case channel.provider
     when 'whatsapp_cloud'
       Whatsapp::IncomingMessageWhatsappCloudService.new(inbox: channel.inbox, params: params).perform

app/mailers/conversation_reply_mailer.rb

@@ -38,6 +38,7 @@ class ConversationReplyMailer < ApplicationMailer
     return unless smtp_config_set_or_development?
 
     init_conversation_attributes(message.conversation)
+
     @message = message
     prepare_mail(true)
   end

app/models/account.rb

@@ -29,6 +29,7 @@ class Account < ApplicationRecord
   include Featurable
   include CacheKeys
   include CaptainFeaturable
+  include AccountEmailRateLimitable
 
   SETTINGS_PARAMS_SCHEMA = {
     'type': 'object',
@@ -66,6 +67,13 @@ class Account < ApplicationRecord
             'help_center_search': { 'type': %w[boolean null] }
           },
           'additionalProperties': false
+        },
+        'report_hidden_metrics': {
+          'type': %w[array null],
+          'items': {
+            'type': 'string',
+            'enum': %w[outgoing_messages_count incoming_messages_count reply_time]
+          }
         }
       },
     'required': [],
@@ -87,6 +95,7 @@ class Account < ApplicationRecord
 
   store_accessor :settings, :audio_transcriptions, :auto_resolve_label
   store_accessor :settings, :captain_models, :captain_features
+  store_accessor :settings, :report_hidden_metrics
 
   has_many :account_users, dependent: :destroy_async
   has_many :agent_bot_inboxes, dependent: :destroy_async

app/models/automation_rule.rb

@@ -41,8 +41,8 @@ class AutomationRule < ApplicationRecord
 
   def actions_attributes
     %w[send_message add_label remove_label send_email_to_team assign_team assign_agent send_webhook_event mute_conversation
-       send_attachment change_status resolve_conversation open_conversation snooze_conversation change_priority send_email_transcript
-       add_private_note].freeze
+       send_attachment change_status resolve_conversation open_conversation pending_conversation snooze_conversation change_priority
+       send_email_transcript add_private_note].freeze
   end
 
   def file_base_data

app/models/concerns/account_email_rate_limitable.rb

@@ -0,0 +1,49 @@
+module AccountEmailRateLimitable
+  extend ActiveSupport::Concern
+
+  OUTBOUND_EMAIL_TTL = 25.hours.to_i
+  EMAIL_LIMIT_CONFIG_KEY = 'ACCOUNT_EMAILS_LIMIT'.freeze
+
+  def email_rate_limit
+    account_limit || global_limit || default_limit
+  end
+
+  def emails_sent_today
+    Redis::Alfred.get(email_count_cache_key).to_i
+  end
+
+  def within_email_rate_limit?
+    return true if emails_sent_today < email_rate_limit
+
+    Rails.logger.warn("Account #{id} reached daily email rate limit of #{email_rate_limit}. Sent: #{emails_sent_today}")
+    false
+  end
+
+  def increment_email_sent_count
+    Redis::Alfred.incr(email_count_cache_key).tap do |count|
+      Redis::Alfred.expire(email_count_cache_key, OUTBOUND_EMAIL_TTL) if count == 1
+    end
+  end
+
+  private
+
+  def email_count_cache_key
+    @email_count_cache_key ||= format(
+      Redis::Alfred::ACCOUNT_OUTBOUND_EMAIL_COUNT_KEY,
+      account_id: id,
+      date: Time.zone.today.to_s
+    )
+  end
+
+  def account_limit
+    self[:limits]&.dig('emails')&.to_i
+  end
+
+  def global_limit
+    GlobalConfig.get(EMAIL_LIMIT_CONFIG_KEY)[EMAIL_LIMIT_CONFIG_KEY]&.to_i
+  end
+
+  def default_limit
+    ChatwootApp.max_limit.to_i
+  end
+end

app/models/message.rb

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

app/services/action_service.rb

@@ -22,6 +22,10 @@ class ActionService
     @conversation.open!
   end
 
+  def pending_conversation(_params)
+    @conversation.pending!
+  end
+
   def change_status(status)
     @conversation.update!(status: status[0])
   end

app/services/messages/send_email_notification_service.rb

@@ -13,6 +13,7 @@ class Messages::SendEmailNotificationService
     return unless Redis::Alfred.set(conversation_mail_key, message.id, nx: true, ex: 1.hour.to_i)
 
     ConversationReplyEmailJob.set(wait: 2.minutes).perform_later(conversation.id, message.id)
+    message.account.increment_email_sent_count
   end
 
   private
@@ -20,6 +21,7 @@ class Messages::SendEmailNotificationService
   def should_send_email_notification?
     return false unless message.email_notifiable_message?
     return false if message.conversation.contact.email.blank?
+    return false unless message.account.within_email_rate_limit?
 
     email_reply_enabled?
   end

app/services/notification/email_notification_service.rb

@@ -7,15 +7,22 @@ class Notification::EmailNotificationService
     # don't send emails if user is not confirmed
     return if notification.user.confirmed_at.nil?
     return unless user_subscribed_to_notification?
+    return unless notification.account.within_email_rate_limit?
 
-    # TODO : Clean up whatever happening over here
-    # Segregate the mailers properly
-    AgentNotifications::ConversationNotificationsMailer.with(account: notification.account).public_send(notification
-      .notification_type.to_s, notification.primary_actor, notification.user, notification.secondary_actor).deliver_later
+    send_notification_email
+    notification.account.increment_email_sent_count
   end
 
   private
 
+  # TODO : Clean up whatever happening over here
+  # Segregate the mailers properly
+  def send_notification_email
+    AgentNotifications::ConversationNotificationsMailer.with(account: notification.account).public_send(
+      notification.notification_type.to_s, notification.primary_actor, notification.user, notification.secondary_actor
+    ).deliver_later
+  end
+
   def user_subscribed_to_notification?
     notification_setting = notification.user.notification_settings.find_by(account_id: notification.account.id)
     return true if notification_setting.public_send("email_#{notification.notification_type}?")

app/services/tiktok/message_service.rb

@@ -1,11 +1,10 @@
 class Tiktok::MessageService
   include Tiktok::MessagingHelpers
 
-  pattr_initialize [:channel!, :content!]
+  pattr_initialize [:channel!, :content!, :outgoing_echo]
 
   def perform
     if outgoing_message?
-      # Skip processing echo messages
       message = find_message(tt_conversation_id, tt_message_id)
       return if message.present?
     end
@@ -39,7 +38,7 @@ class Tiktok::MessageService
       updated_at: tt_message_time
     )
 
-    message.sender = contact_inbox.contact if incoming_message?
+    message.sender = contact_inbox.contact if incoming_message? && !outgoing_echo
     message.status = :delivered if outgoing_message?
 
     create_message_attachments(message)
@@ -91,6 +90,7 @@ class Tiktok::MessageService
     attributes = {}
     attributes[:in_reply_to_external_id] = tt_referenced_message_id if tt_referenced_message_id
     attributes[:is_unsupported] = true unless supported_message?
+    attributes[:external_echo] = true if outgoing_echo
     attributes
   end
 

app/services/whatsapp/facebook_api_client.rb

@@ -61,16 +61,36 @@ class Whatsapp::FacebookApiClient
   end
 
   def subscribe_waba_webhook(waba_id, callback_url, verify_token)
+    # Step 1: Subscribe app to WABA first (required before override)
+    # Meta requires the app to be subscribed before using override_callback_uri
+    # See: https://github.com/chatwoot/chatwoot/issues/13097
+    subscribe_app_to_waba(waba_id)
+
+    # Step 2: Override callback URL for this specific WABA
+    override_waba_callback(waba_id, callback_url, verify_token)
+  end
+
+  def subscribe_app_to_waba(waba_id)
+    response = HTTParty.post(
+      "#{BASE_URI}/#{@api_version}/#{waba_id}/subscribed_apps",
+      headers: request_headers
+    )
+
+    handle_response(response, 'App subscription to WABA failed')
+  end
+
+  def override_waba_callback(waba_id, callback_url, verify_token)
     response = HTTParty.post(
       "#{BASE_URI}/#{@api_version}/#{waba_id}/subscribed_apps",
       headers: request_headers,
       body: {
         override_callback_uri: callback_url,
-        verify_token: verify_token
+        verify_token: verify_token,
+        subscribed_fields: %w[messages smb_message_echoes]
       }.to_json
     )
 
-    handle_response(response, 'Webhook subscription failed')
+    handle_response(response, 'Webhook callback override failed')
   end
 
   def unsubscribe_waba_webhook(waba_id)

app/services/whatsapp/incoming_message_base_service.rb

@@ -4,18 +4,23 @@
 class Whatsapp::IncomingMessageBaseService
   include ::Whatsapp::IncomingMessageServiceHelpers
 
-  pattr_initialize [:inbox!, :params!]
+  pattr_initialize [:inbox!, :params!, :outgoing_echo]
 
   def perform
     processed_params
 
     if processed_params.try(:[], :statuses).present?
       process_statuses
-    elsif processed_params.try(:[], :messages).present?
+    elsif messages_data.present?
       process_messages
     end
   end
 
+  # Returns messages array for both regular messages and echo events
+  def messages_data
+    @processed_params&.dig(:messages) || @processed_params&.dig(:message_echoes)
+  end
+
   private
 
   def process_messages
@@ -26,7 +31,7 @@ class Whatsapp::IncomingMessageBaseService
     # Multiple webhook event can be received against the same message due to misconfigurations in the Meta
     # business manager account. While we have not found the core reason yet, the following line ensure that
     # there are no duplicate messages created.
-    return if find_message_by_source_id(@processed_params[:messages].first[:id]) || message_under_process?
+    return if find_message_by_source_id(messages_data.first[:id]) || message_under_process?
 
     cache_message_source_id_in_redis
     set_contact
@@ -57,7 +62,7 @@ class Whatsapp::IncomingMessageBaseService
   end
 
   def create_messages
-    message = @processed_params[:messages].first
+    message = messages_data.first
     log_error(message) && return if error_webhook_event?(message)
 
     process_in_reply_to(message)
@@ -67,20 +72,44 @@ class Whatsapp::IncomingMessageBaseService
 
   def create_contact_messages(message)
     message['contacts'].each do |contact|
-      create_message(contact)
+      # Pass source_id from parent message since contact objects don't have :id
+      create_message(contact, source_id: message[:id])
       attach_contact(contact)
       @message.save!
     end
   end
 
   def create_regular_message(message)
-    create_message(message)
+    create_message(message, source_id: message[:id])
     attach_files
     attach_location if message_type == 'location'
     @message.save!
   end
 
   def set_contact
+    if outgoing_echo
+      set_contact_from_echo
+    else
+      set_contact_from_message
+    end
+  end
+
+  def set_contact_from_echo
+    # For echo messages, contact phone is in the 'to' field
+    phone_number = messages_data.first[:to]
+    waid = processed_waid(phone_number)
+
+    contact_inbox = ::ContactInboxWithContactBuilder.new(
+      source_id: waid,
+      inbox: inbox,
+      contact_attributes: { name: "+#{phone_number}", phone_number: "+#{phone_number}" }
+    ).perform
+
+    @contact_inbox = contact_inbox
+    @contact = contact_inbox.contact
+  end
+
+  def set_contact_from_message
     contact_params = @processed_params[:contacts]&.first
     return if contact_params.blank?
 
@@ -89,7 +118,7 @@ class Whatsapp::IncomingMessageBaseService
     contact_inbox = ::ContactInboxWithContactBuilder.new(
       source_id: waid,
       inbox: inbox,
-      contact_attributes: { name: contact_params.dig(:profile, :name), phone_number: "+#{@processed_params[:messages].first[:from]}" }
+      contact_attributes: { name: contact_params.dig(:profile, :name), phone_number: "+#{messages_data.first[:from]}" }
     ).perform
 
     @contact_inbox = contact_inbox
@@ -115,7 +144,7 @@ class Whatsapp::IncomingMessageBaseService
   def attach_files
     return if %w[text button interactive location contacts].include?(message_type)
 
-    attachment_payload = @processed_params[:messages].first[message_type.to_sym]
+    attachment_payload = messages_data.first[message_type.to_sym]
     @message.content ||= attachment_payload[:caption]
 
     attachment_file = download_attachment_file(attachment_payload)
@@ -133,7 +162,7 @@ class Whatsapp::IncomingMessageBaseService
   end
 
   def attach_location
-    location = @processed_params[:messages].first['location']
+    location = messages_data.first['location']
     location_name = location['name'] ? "#{location['name']}, #{location['address']}" : ''
     @message.attachments.new(
       account_id: @message.account_id,
@@ -145,14 +174,17 @@ class Whatsapp::IncomingMessageBaseService
     )
   end
 
-  def create_message(message)
+  def create_message(message, source_id: nil)
     @message = @conversation.messages.build(
       content: message_content(message),
       account_id: @inbox.account_id,
       inbox_id: @inbox.id,
-      message_type: :incoming,
-      sender: @contact,
-      source_id: message[:id].to_s,
+      message_type: outgoing_echo ? :outgoing : :incoming,
+      # Set status to :delivered for echo messages to prevent SendReplyJob from trying to send them
+      status: outgoing_echo ? :delivered : :sent,
+      sender: outgoing_echo ? nil : @contact,
+      source_id: (source_id || message[:id]).to_s,
+      content_attributes: outgoing_echo ? { external_echo: true } : {},
       in_reply_to_external_id: @in_reply_to_external_id
     )
   end
@@ -189,7 +221,7 @@ class Whatsapp::IncomingMessageBaseService
   end
 
   def contact_name_matches_phone_number?
-    phone_number = "+#{@processed_params[:messages].first[:from]}"
+    phone_number = "+#{messages_data.first[:from]}"
     formatted_phone_number = TelephoneNumber.parse(phone_number).international_number
     @contact.name == phone_number || @contact.name == formatted_phone_number
   end

app/services/whatsapp/incoming_message_service_helpers.rb

@@ -21,7 +21,7 @@ module Whatsapp::IncomingMessageServiceHelpers
   end
 
   def message_type
-    @processed_params[:messages].first[:type]
+    messages_data.first[:type]
   end
 
   def message_content(message)
@@ -70,19 +70,19 @@ module Whatsapp::IncomingMessageServiceHelpers
   end
 
   def message_under_process?
-    key = format(Redis::RedisKeys::MESSAGE_SOURCE_KEY, id: @processed_params[:messages].first[:id])
+    key = format(Redis::RedisKeys::MESSAGE_SOURCE_KEY, id: messages_data.first[:id])
     Redis::Alfred.get(key)
   end
 
   def cache_message_source_id_in_redis
-    return if @processed_params.try(:[], :messages).blank?
+    return if messages_data.blank?
 
-    key = format(Redis::RedisKeys::MESSAGE_SOURCE_KEY, id: @processed_params[:messages].first[:id])
+    key = format(Redis::RedisKeys::MESSAGE_SOURCE_KEY, id: messages_data.first[:id])
     ::Redis::Alfred.setex(key, true)
   end
 
   def clear_message_source_id_from_redis
-    key = format(Redis::RedisKeys::MESSAGE_SOURCE_KEY, id: @processed_params[:messages].first[:id])
+    key = format(Redis::RedisKeys::MESSAGE_SOURCE_KEY, id: messages_data.first[:id])
     ::Redis::Alfred.delete(key)
   end
 end

config/installation_config.yml

@@ -107,6 +107,16 @@
   value:
   description: 'The support email address for your installation'
   locked: false
+- name: ACCOUNT_EMAILS_LIMIT
+  display_title: 'Account Email Sending Limit (Daily)'
+  description: 'Maximum number of non-channel emails an account can send per day'
+  value: 100
+  locked: false
+- name: ACCOUNT_EMAILS_PLAN_LIMITS
+  display_title: 'Account Email Plan Limits (Daily)'
+  description: 'Per-plan daily email sending limits as JSON'
+  value:
+  type: code
 # ------- End of Email Related Config ------- #
 
 # ------- Facebook Channel Related Config ------- #

config/routes.rb

@@ -445,6 +445,8 @@ Rails.application.routes.draw do
               get :conversation_traffic
               get :bot_metrics
               get :inbox_label_matrix
+              get :first_response_time_distribution
+              get :outgoing_messages_count
             end
           end
           resource :year_in_review, only: [:show]

db/migrate/20260130061021_add_index_to_reporting_events_for_response_distribution.rb

@@ -0,0 +1,11 @@
+class AddIndexToReportingEventsForResponseDistribution < ActiveRecord::Migration[7.1]
+  disable_ddl_transaction!
+
+  def change
+    add_index :reporting_events,
+              [:account_id, :name, :inbox_id, :created_at],
+              name: 'index_reporting_events_for_response_distribution',
+              algorithm: :concurrently,
+              if_not_exists: true
+  end
+end

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_01_20_121402) do
+ActiveRecord::Schema[7.1].define(version: 2026_01_30_061021) do
   # These extensions should be enabled to support this database
   enable_extension "pg_stat_statements"
   enable_extension "pg_trgm"
@@ -1115,6 +1115,7 @@ ActiveRecord::Schema[7.1].define(version: 2026_01_20_121402) do
     t.datetime "event_start_time", precision: nil
     t.datetime "event_end_time", precision: nil
     t.index ["account_id", "name", "created_at"], name: "reporting_events__account_id__name__created_at"
+    t.index ["account_id", "name", "inbox_id", "created_at"], name: "index_reporting_events_for_response_distribution"
     t.index ["account_id"], name: "index_reporting_events_on_account_id"
     t.index ["conversation_id"], name: "index_reporting_events_on_conversation_id"
     t.index ["created_at"], name: "index_reporting_events_on_created_at"

enterprise/app/fields/account_limits_field.rb

@@ -2,6 +2,9 @@ require 'administrate/field/base'
 
 class AccountLimitsField < Administrate::Field::Base
   def to_s
-    data.present? ? data.to_json : { agents: nil, inboxes: nil, captain_responses: nil, captain_documents: nil }.to_json
+    defaults = { agents: nil, inboxes: nil, captain_responses: nil, captain_documents: nil, emails: nil }
+    overrides = (data.presence || {}).to_h.symbolize_keys.compact
+
+    defaults.merge(overrides).to_json
   end
 end

enterprise/app/models/enterprise/account/plan_usage_and_limits.rb

@@ -1,4 +1,4 @@
-module Enterprise::Account::PlanUsageAndLimits
+module Enterprise::Account::PlanUsageAndLimits # rubocop:disable Metrics/ModuleLength
   CAPTAIN_RESPONSES = 'captain_responses'.freeze
   CAPTAIN_DOCUMENTS = 'captain_documents'.freeze
   CAPTAIN_RESPONSES_USAGE = 'captain_responses_usage'.freeze
@@ -32,6 +32,10 @@ module Enterprise::Account::PlanUsageAndLimits
     save
   end
 
+  def email_rate_limit
+    account_limit || plan_email_limit || global_limit || default_limit
+  end
+
   def subscribed_features
     plan_features = InstallationConfig.find_by(name: 'CHATWOOT_CLOUD_PLAN_FEATURES')&.value
     return [] if plan_features.blank?
@@ -68,6 +72,16 @@ module Enterprise::Account::PlanUsageAndLimits
     }
   end
 
+  def plan_email_limit
+    config = InstallationConfig.find_by(name: 'ACCOUNT_EMAILS_PLAN_LIMITS')&.value
+    return nil if config.blank? || plan_name.blank?
+
+    parsed = config.is_a?(String) ? JSON.parse(config) : config
+    parsed[plan_name.downcase]&.to_i
+  rescue StandardError
+    nil
+  end
+
   def default_captain_limits
     max_limits = { documents: ChatwootApp.max_limit, responses: ChatwootApp.max_limit }.with_indifferent_access
     zero_limits = { documents: 0, responses: 0 }.with_indifferent_access
@@ -119,7 +133,8 @@ module Enterprise::Account::PlanUsageAndLimits
         'inboxes' => { 'type': 'number' },
         'agents' => { 'type': 'number' },
         'captain_responses' => { 'type': 'number' },
-        'captain_documents' => { 'type': 'number' }
+        'captain_documents' => { 'type': 'number' },
+        'emails' => { 'type': 'number' }
       },
       'required' => [],
       'additionalProperties' => false

lib/redis/redis_keys.rb

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

spec/builders/v2/reports/first_response_time_distribution_builder_spec.rb

@@ -0,0 +1,145 @@
+require 'rails_helper'
+
+RSpec.describe V2::Reports::FirstResponseTimeDistributionBuilder do
+  let!(:account) { create(:account) }
+  let!(:web_widget_inbox) { create(:inbox, account: account, channel: create(:channel_widget, account: account)) }
+  let!(:email_inbox) { create(:inbox, account: account, channel: create(:channel_email, account: account)) }
+  let(:params) do
+    {
+      since: 1.week.ago.beginning_of_day.to_i.to_s,
+      until: Time.current.end_of_day.to_i.to_s
+    }
+  end
+  let(:builder) { described_class.new(account: account, params: params) }
+
+  describe '#build' do
+    subject(:report) { builder.build }
+
+    context 'when there are first response events across channels and time buckets' do
+      before do
+        # Web Widget: 0-1h bucket (30 minutes = 1800 seconds)
+        create(:reporting_event, account: account, inbox: web_widget_inbox, name: 'first_response',
+                                 value: 1_800, created_at: 2.days.ago)
+        # Web Widget: 1-4h bucket (2 hours = 7200 seconds)
+        create(:reporting_event, account: account, inbox: web_widget_inbox, name: 'first_response',
+                                 value: 7_200, created_at: 2.days.ago)
+        # Web Widget: 4-8h bucket (6 hours = 21600 seconds)
+        create(:reporting_event, account: account, inbox: web_widget_inbox, name: 'first_response',
+                                 value: 21_600, created_at: 3.days.ago)
+        # Email: 8-24h bucket (12 hours = 43200 seconds)
+        create(:reporting_event, account: account, inbox: email_inbox, name: 'first_response',
+                                 value: 43_200, created_at: 2.days.ago)
+        # Email: 24h+ bucket (48 hours = 172800 seconds)
+        create(:reporting_event, account: account, inbox: email_inbox, name: 'first_response',
+                                 value: 172_800, created_at: 1.day.ago)
+      end
+
+      it 'returns correct distribution for web widget channel' do
+        expect(report['Channel::WebWidget']).to eq({
+                                                     '0-1h' => 1,
+                                                     '1-4h' => 1,
+                                                     '4-8h' => 1,
+                                                     '8-24h' => 0,
+                                                     '24h+' => 0
+                                                   })
+      end
+
+      it 'returns correct distribution for email channel' do
+        expect(report['Channel::Email']).to eq({
+                                                 '0-1h' => 0,
+                                                 '1-4h' => 0,
+                                                 '4-8h' => 0,
+                                                 '8-24h' => 1,
+                                                 '24h+' => 1
+                                               })
+      end
+    end
+
+    context 'when filtering by date range' do
+      before do
+        create(:reporting_event, account: account, inbox: web_widget_inbox, name: 'first_response',
+                                 value: 1_800, created_at: 2.days.ago)
+        create(:reporting_event, account: account, inbox: web_widget_inbox, name: 'first_response',
+                                 value: 1_800, created_at: 2.weeks.ago)
+      end
+
+      it 'only counts events within the date range' do
+        expect(report['Channel::WebWidget']['0-1h']).to eq(1)
+      end
+    end
+
+    context 'when there are no first response events' do
+      it 'returns an empty hash' do
+        expect(report).to eq({})
+      end
+    end
+
+    context 'when events belong to another account' do
+      let(:other_account) { create(:account) }
+      let(:other_inbox) { create(:inbox, account: other_account) }
+
+      before do
+        create(:reporting_event, account: other_account, inbox: other_inbox, name: 'first_response',
+                                 value: 1_800, created_at: 2.days.ago)
+      end
+
+      it 'does not include events from other accounts' do
+        expect(report).to eq({})
+      end
+    end
+
+    context 'when events have different names' do
+      before do
+        create(:reporting_event, account: account, inbox: web_widget_inbox, name: 'first_response',
+                                 value: 1_800, created_at: 2.days.ago)
+        create(:reporting_event, account: account, inbox: web_widget_inbox, name: 'conversation_resolved',
+                                 value: 1_800, created_at: 2.days.ago)
+        create(:reporting_event, account: account, inbox: web_widget_inbox, name: 'reply_time',
+                                 value: 1_800, created_at: 2.days.ago)
+      end
+
+      it 'only counts first_response events' do
+        expect(report['Channel::WebWidget']['0-1h']).to eq(1)
+      end
+    end
+
+    context 'when no date range params are provided' do
+      let(:params) { {} }
+
+      before do
+        create(:reporting_event, account: account, inbox: web_widget_inbox, name: 'first_response',
+                                 value: 1_800, created_at: 2.days.ago)
+        create(:reporting_event, account: account, inbox: web_widget_inbox, name: 'first_response',
+                                 value: 1_800, created_at: 2.months.ago)
+      end
+
+      it 'returns all events without date filtering' do
+        expect(report['Channel::WebWidget']['0-1h']).to eq(2)
+      end
+    end
+
+    context 'with boundary values for time buckets' do
+      before do
+        # Exactly at 1 hour boundary (should be in 1-4h bucket)
+        create(:reporting_event, account: account, inbox: web_widget_inbox, name: 'first_response',
+                                 value: 3_600, created_at: 2.days.ago)
+        # Just under 1 hour (should be in 0-1h bucket)
+        create(:reporting_event, account: account, inbox: web_widget_inbox, name: 'first_response',
+                                 value: 3_599, created_at: 2.days.ago)
+        # Exactly at 24 hour boundary (should be in 24h+ bucket)
+        create(:reporting_event, account: account, inbox: web_widget_inbox, name: 'first_response',
+                                 value: 86_400, created_at: 2.days.ago)
+      end
+
+      it 'correctly assigns boundary values to buckets' do
+        expect(report['Channel::WebWidget']).to eq({
+                                                     '0-1h' => 1,
+                                                     '1-4h' => 1,
+                                                     '4-8h' => 0,
+                                                     '8-24h' => 0,
+                                                     '24h+' => 1
+                                                   })
+      end
+    end
+  end
+end

spec/controllers/api/v2/accounts/reports_controller_spec.rb

@@ -248,4 +248,178 @@ RSpec.describe Api::V2::Accounts::ReportsController, type: :request do
       end
     end
   end
+
+  describe 'GET /api/v2/accounts/{account.id}/reports/first_response_time_distribution' do
+    let!(:web_widget_inbox) { create(:inbox, account: account, channel: create(:channel_widget, account: account)) }
+
+    context 'when unauthenticated' do
+      it 'returns unauthorized' do
+        get "/api/v2/accounts/#{account.id}/reports/first_response_time_distribution"
+        expect(response).to have_http_status(:unauthorized)
+      end
+    end
+
+    context 'when authenticated as agent' do
+      it 'returns unauthorized' do
+        get "/api/v2/accounts/#{account.id}/reports/first_response_time_distribution",
+            headers: agent.create_new_auth_token, as: :json
+        expect(response).to have_http_status(:unauthorized)
+      end
+    end
+
+    context 'when authenticated as admin' do
+      before do
+        create(:reporting_event, account: account, inbox: web_widget_inbox, name: 'first_response',
+                                 value: 1_800, created_at: 2.days.ago)
+      end
+
+      it 'returns the first response time distribution' do
+        get "/api/v2/accounts/#{account.id}/reports/first_response_time_distribution",
+            params: { since: 1.week.ago.to_i.to_s, until: Time.current.to_i.to_s },
+            headers: admin.create_new_auth_token, as: :json
+
+        expect(response).to have_http_status(:success)
+
+        body = response.parsed_body
+        expect(body).to be_a(Hash)
+        expect(body['Channel::WebWidget']).to include('0-1h', '1-4h', '4-8h', '8-24h', '24h+')
+      end
+
+      it 'returns correct counts in buckets' do
+        get "/api/v2/accounts/#{account.id}/reports/first_response_time_distribution",
+            params: { since: 1.week.ago.to_i.to_s, until: Time.current.to_i.to_s },
+            headers: admin.create_new_auth_token, as: :json
+
+        body = response.parsed_body
+        expect(body['Channel::WebWidget']['0-1h']).to eq(1)
+      end
+    end
+  end
+
+  describe 'GET /api/v2/accounts/{account.id}/reports/outgoing_messages_count' do
+    let(:since_epoch) { 1.week.ago.to_i.to_s }
+    let(:until_epoch) { 1.day.from_now.to_i.to_s }
+
+    context 'when unauthenticated' do
+      it 'returns unauthorized' do
+        get "/api/v2/accounts/#{account.id}/reports/outgoing_messages_count",
+            params: { group_by: 'agent', since: since_epoch, until: until_epoch }
+        expect(response).to have_http_status(:unauthorized)
+      end
+    end
+
+    context 'when authenticated as agent' do
+      it 'returns unauthorized' do
+        get "/api/v2/accounts/#{account.id}/reports/outgoing_messages_count",
+            params: { group_by: 'agent', since: since_epoch, until: until_epoch },
+            headers: agent.create_new_auth_token, as: :json
+        expect(response).to have_http_status(:unauthorized)
+      end
+    end
+
+    context 'when authenticated as admin' do
+      let(:agent2) { create(:user, account: account, role: :agent) }
+      let(:team) { create(:team, account: account) }
+      let(:inbox2) { create(:inbox, account: account) }
+
+      # Separate conversations for agent and team grouping because
+      # model callbacks clear assignee_id when team is set.
+      before do
+        conv_agent = create(:conversation, account: account, inbox: inbox, assignee: agent)
+        conv_agent2 = create(:conversation, account: account, inbox: inbox2, assignee: agent2)
+        conv_team = create(:conversation, account: account, inbox: inbox, team: team)
+
+        create_list(:message, 3, account: account, conversation: conv_agent, inbox: inbox, message_type: :outgoing, sender: agent)
+        create_list(:message, 2, account: account, conversation: conv_agent2, inbox: inbox2, message_type: :outgoing, sender: agent2)
+        create_list(:message, 4, account: account, conversation: conv_team, inbox: inbox, message_type: :outgoing)
+        # incoming message should not be counted
+        create(:message, account: account, conversation: conv_agent, inbox: inbox, message_type: :incoming)
+      end
+
+      it 'returns unprocessable_entity for invalid group_by' do
+        get "/api/v2/accounts/#{account.id}/reports/outgoing_messages_count",
+            params: { group_by: 'invalid', since: since_epoch, until: until_epoch },
+            headers: admin.create_new_auth_token, as: :json
+
+        expect(response).to have_http_status(:unprocessable_entity)
+      end
+
+      it 'returns outgoing message counts grouped by agent' do
+        get "/api/v2/accounts/#{account.id}/reports/outgoing_messages_count",
+            params: { group_by: 'agent', since: since_epoch, until: until_epoch },
+            headers: admin.create_new_auth_token, as: :json
+
+        expect(response).to have_http_status(:success)
+        data = response.parsed_body
+        expect(data).to be_an(Array)
+
+        agent_entry = data.find { |e| e['id'] == agent.id }
+        agent2_entry = data.find { |e| e['id'] == agent2.id }
+        expect(agent_entry['outgoing_messages_count']).to eq(3)
+        expect(agent2_entry['outgoing_messages_count']).to eq(2)
+      end
+
+      it 'returns outgoing message counts grouped by team' do
+        get "/api/v2/accounts/#{account.id}/reports/outgoing_messages_count",
+            params: { group_by: 'team', since: since_epoch, until: until_epoch },
+            headers: admin.create_new_auth_token, as: :json
+
+        expect(response).to have_http_status(:success)
+        data = response.parsed_body
+        expect(data).to be_an(Array)
+        expect(data.length).to eq(1)
+        expect(data.first['id']).to eq(team.id)
+        expect(data.first['outgoing_messages_count']).to eq(4)
+      end
+
+      it 'returns outgoing message counts grouped by inbox' do
+        get "/api/v2/accounts/#{account.id}/reports/outgoing_messages_count",
+            params: { group_by: 'inbox', since: since_epoch, until: until_epoch },
+            headers: admin.create_new_auth_token, as: :json
+
+        expect(response).to have_http_status(:success)
+        data = response.parsed_body
+        expect(data).to be_an(Array)
+
+        inbox_entry = data.find { |e| e['id'] == inbox.id }
+        inbox2_entry = data.find { |e| e['id'] == inbox2.id }
+        expect(inbox_entry['outgoing_messages_count']).to eq(7)
+        expect(inbox2_entry['outgoing_messages_count']).to eq(2)
+      end
+
+      it 'returns outgoing message counts grouped by label' do
+        label = create(:label, account: account, title: 'support')
+        conversation = account.conversations.first
+        conversation.label_list.add('support')
+        conversation.save!
+
+        get "/api/v2/accounts/#{account.id}/reports/outgoing_messages_count",
+            params: { group_by: 'label', since: since_epoch, until: until_epoch },
+            headers: admin.create_new_auth_token, as: :json
+
+        expect(response).to have_http_status(:success)
+        data = response.parsed_body
+        expect(data).to be_an(Array)
+        expect(data.length).to eq(1)
+        expect(data.first['id']).to eq(label.id)
+        expect(data.first['name']).to eq('support')
+      end
+
+      it 'excludes bot messages when grouped by agent' do
+        bot = create(:agent_bot)
+        bot_conversation = create(:conversation, account: account, inbox: inbox)
+        create(:message, account: account, conversation: bot_conversation, inbox: inbox,
+                         message_type: :outgoing, sender: bot)
+
+        get "/api/v2/accounts/#{account.id}/reports/outgoing_messages_count",
+            params: { group_by: 'agent', since: since_epoch, until: until_epoch },
+            headers: admin.create_new_auth_token, as: :json
+
+        data = response.parsed_body
+        agent_entry = data.find { |e| e['id'] == agent.id }
+        # 3 from before block; bot message excluded (sender_type != 'User')
+        expect(agent_entry['outgoing_messages_count']).to eq(3)
+      end
+    end
+  end
 end

spec/models/concerns/account_email_rate_limitable_spec.rb

@@ -0,0 +1,63 @@
+require 'rails_helper'
+
+RSpec.describe AccountEmailRateLimitable do
+  let(:account) { create(:account) }
+
+  describe '#email_rate_limit' do
+    it 'returns account-level override when set' do
+      account.update!(limits: { 'emails' => 50 })
+      expect(account.email_rate_limit).to eq(50)
+    end
+
+    it 'returns global config when no account override' do
+      InstallationConfig.where(name: 'ACCOUNT_EMAILS_LIMIT').first_or_create(value: 200)
+      expect(account.email_rate_limit).to eq(200)
+    end
+
+    it 'returns account override over global config' do
+      InstallationConfig.where(name: 'ACCOUNT_EMAILS_LIMIT').first_or_create(value: 200)
+      account.update!(limits: { 'emails' => 50 })
+      expect(account.email_rate_limit).to eq(50)
+    end
+  end
+
+  describe '#within_email_rate_limit?' do
+    before do
+      account.update!(limits: { 'emails' => 2 })
+    end
+
+    it 'returns true when under limit' do
+      expect(account).to be_within_email_rate_limit
+    end
+
+    it 'returns false when at limit' do
+      2.times { account.increment_email_sent_count }
+      expect(account).not_to be_within_email_rate_limit
+    end
+  end
+
+  describe '#increment_email_sent_count' do
+    it 'increments the counter' do
+      expect { account.increment_email_sent_count }.to change(account, :emails_sent_today).by(1)
+    end
+
+    it 'sets TTL on first increment' do
+      key = format(Redis::Alfred::ACCOUNT_OUTBOUND_EMAIL_COUNT_KEY, account_id: account.id, date: Time.zone.today.to_s)
+      allow(Redis::Alfred).to receive(:incr).and_return(1)
+      allow(Redis::Alfred).to receive(:expire)
+
+      account.increment_email_sent_count
+
+      expect(Redis::Alfred).to have_received(:expire).with(key, AccountEmailRateLimitable::OUTBOUND_EMAIL_TTL)
+    end
+
+    it 'does not reset TTL on subsequent increments' do
+      allow(Redis::Alfred).to receive(:incr).and_return(2)
+      allow(Redis::Alfred).to receive(:expire)
+
+      account.increment_email_sent_count
+
+      expect(Redis::Alfred).not_to have_received(:expire)
+    end
+  end
+end

spec/services/messages/send_email_notification_service_spec.rb

@@ -99,6 +99,20 @@ describe Messages::SendEmailNotificationService do
         end
       end
 
+      context 'when account email rate limit is exceeded' do
+        let(:inbox) { create(:inbox, account: account, channel: create(:channel_widget, account: account, continuity_via_email: true)) }
+        let(:conversation) { create(:conversation, account: account, inbox: inbox) }
+
+        before do
+          conversation.contact.update!(email: 'test@example.com')
+          allow_any_instance_of(Account).to receive(:within_email_rate_limit?).and_return(false) # rubocop:disable RSpec/AnyInstance
+        end
+
+        it 'does not enqueue job' do
+          expect { service.perform }.not_to have_enqueued_job(ConversationReplyEmailJob)
+        end
+      end
+
       context 'when channel does not support email notifications' do
         let(:inbox) { create(:inbox, account: account, channel: create(:channel_sms, account: account)) }
         let(:conversation) { create(:conversation, account: account, inbox: inbox) }

spec/services/whatsapp/facebook_api_client_spec.rb

@@ -161,10 +161,23 @@ describe Whatsapp::FacebookApiClient do
 
     context 'when successful' do
       before do
+        # Step 1: Subscribe app to WABA (no body)
+        stub_request(:post, "https://graph.facebook.com/#{api_version}/#{waba_id}/subscribed_apps")
+          .with(
+            headers: { 'Authorization' => "Bearer #{access_token}", 'Content-Type' => 'application/json' }
+          )
+          .to_return(
+            status: 200,
+            body: { success: true }.to_json,
+            headers: { 'Content-Type' => 'application/json' }
+          )
+
+        # Step 2: Override callback URL (with body)
         stub_request(:post, "https://graph.facebook.com/#{api_version}/#{waba_id}/subscribed_apps")
           .with(
             headers: { 'Authorization' => "Bearer #{access_token}", 'Content-Type' => 'application/json' },
-            body: { override_callback_uri: callback_url, verify_token: verify_token }.to_json
+            body: { override_callback_uri: callback_url, verify_token: verify_token,
+                    subscribed_fields: %w[messages smb_message_echoes] }.to_json
           )
           .to_return(
             status: 200,
@@ -179,18 +192,45 @@ describe Whatsapp::FacebookApiClient do
       end
     end
 
-    context 'when failed' do
+    context 'when app subscription fails' do
       before do
         stub_request(:post, "https://graph.facebook.com/#{api_version}/#{waba_id}/subscribed_apps")
           .with(
-            headers: { 'Authorization' => "Bearer #{access_token}", 'Content-Type' => 'application/json' },
-            body: { override_callback_uri: callback_url, verify_token: verify_token }.to_json
+            headers: { 'Authorization' => "Bearer #{access_token}", 'Content-Type' => 'application/json' }
           )
-          .to_return(status: 400, body: { error: 'Webhook subscription failed' }.to_json)
+          .to_return(status: 400, body: { error: 'App subscription to WABA failed' }.to_json)
       end
 
       it 'raises an error' do
-        expect { api_client.subscribe_waba_webhook(waba_id, callback_url, verify_token) }.to raise_error(/Webhook subscription failed/)
+        expect { api_client.subscribe_waba_webhook(waba_id, callback_url, verify_token) }.to raise_error(/App subscription to WABA failed/)
+      end
+    end
+
+    context 'when callback override fails' do
+      before do
+        # Step 1 succeeds
+        stub_request(:post, "https://graph.facebook.com/#{api_version}/#{waba_id}/subscribed_apps")
+          .with(
+            headers: { 'Authorization' => "Bearer #{access_token}", 'Content-Type' => 'application/json' }
+          )
+          .to_return(
+            status: 200,
+            body: { success: true }.to_json,
+            headers: { 'Content-Type' => 'application/json' }
+          )
+
+        # Step 2 fails
+        stub_request(:post, "https://graph.facebook.com/#{api_version}/#{waba_id}/subscribed_apps")
+          .with(
+            headers: { 'Authorization' => "Bearer #{access_token}", 'Content-Type' => 'application/json' },
+            body: { override_callback_uri: callback_url, verify_token: verify_token,
+                    subscribed_fields: %w[messages smb_message_echoes] }.to_json
+          )
+          .to_return(status: 400, body: { error: 'Webhook callback override failed' }.to_json)
+      end
+
+      it 'raises an error' do
+        expect { api_client.subscribe_waba_webhook(waba_id, callback_url, verify_token) }.to raise_error(/Webhook callback override failed/)
       end
     end
   end

swagger/definitions/index.yml

@@ -225,6 +225,18 @@ agent_conversation_metrics:
   $ref: './resource/reports/conversation/agent.yml'
 channel_summary:
   $ref: './resource/reports/channel_summary.yml'
+first_response_time_distribution:
+  $ref: './resource/reports/first_response_time_distribution.yml'
+inbox_label_matrix:
+  $ref: './resource/reports/inbox_label_matrix.yml'
+outgoing_messages_count:
+  $ref: './resource/reports/outgoing_messages_count.yml'
+inbox_summary:
+  $ref: './resource/reports/inbox_summary.yml'
+agent_summary:
+  $ref: './resource/reports/agent_summary.yml'
+team_summary:
+  $ref: './resource/reports/team_summary.yml'
 
 contact_detail:
   $ref: ./resource/contact_detail.yml

swagger/definitions/resource/reports/agent_summary.yml

@@ -0,0 +1,39 @@
+type: array
+description: Agent summary report containing conversation statistics grouped by agent.
+items:
+  type: object
+  properties:
+    id:
+      type: number
+      description: The agent (user) ID
+    conversations_count:
+      type: number
+      description: Number of conversations assigned to the agent during the date range
+    resolved_conversations_count:
+      type: number
+      description: Number of conversations resolved by the agent during the date range
+    avg_resolution_time:
+      type: number
+      nullable: true
+      description: Average time (in seconds) to resolve conversations. Null if no data available.
+    avg_first_response_time:
+      type: number
+      nullable: true
+      description: Average time (in seconds) for the first response. Null if no data available.
+    avg_reply_time:
+      type: number
+      nullable: true
+      description: Average time (in seconds) between replies. Null if no data available.
+example:
+  - id: 1
+    conversations_count: 150
+    resolved_conversations_count: 120
+    avg_resolution_time: 3600
+    avg_first_response_time: 300
+    avg_reply_time: 600
+  - id: 2
+    conversations_count: 75
+    resolved_conversations_count: 60
+    avg_resolution_time: 1800
+    avg_first_response_time: 180
+    avg_reply_time: 420

swagger/definitions/resource/reports/first_response_time_distribution.yml

@@ -0,0 +1,34 @@
+type: object
+description: First response time distribution report grouped by channel type. Shows the count of conversations with first response times in different time buckets.
+additionalProperties:
+  type: object
+  description: First response time distribution for a specific channel type (e.g., Channel::WebWidget, Channel::Api)
+  properties:
+    0-1h:
+      type: number
+      description: Number of conversations with first response time less than 1 hour
+    1-4h:
+      type: number
+      description: Number of conversations with first response time between 1-4 hours
+    4-8h:
+      type: number
+      description: Number of conversations with first response time between 4-8 hours
+    8-24h:
+      type: number
+      description: Number of conversations with first response time between 8-24 hours
+    24h+:
+      type: number
+      description: Number of conversations with first response time greater than 24 hours
+example:
+  Channel::WebWidget:
+    0-1h: 150
+    1-4h: 80
+    4-8h: 45
+    8-24h: 30
+    24h+: 15
+  Channel::Api:
+    0-1h: 75
+    1-4h: 40
+    4-8h: 20
+    8-24h: 10
+    24h+: 5

swagger/definitions/resource/reports/inbox_label_matrix.yml

@@ -0,0 +1,50 @@
+type: object
+description: Inbox-label matrix report showing the count of conversations for each inbox-label combination.
+properties:
+  inboxes:
+    type: array
+    description: List of inboxes included in the report
+    items:
+      type: object
+      properties:
+        id:
+          type: number
+          description: The inbox ID
+        name:
+          type: string
+          description: The inbox name
+  labels:
+    type: array
+    description: List of labels included in the report
+    items:
+      type: object
+      properties:
+        id:
+          type: number
+          description: The label ID
+        title:
+          type: string
+          description: The label title
+  matrix:
+    type: array
+    description: 2D array where matrix[i][j] represents the count of conversations in inboxes[i] with labels[j]
+    items:
+      type: array
+      items:
+        type: number
+example:
+  inboxes:
+    - id: 1
+      name: Website Chat
+    - id: 2
+      name: Email Support
+  labels:
+    - id: 1
+      title: bug
+    - id: 2
+      title: feature-request
+    - id: 3
+      title: urgent
+  matrix:
+    - [10, 5, 3]
+    - [8, 12, 2]

swagger/definitions/resource/reports/inbox_summary.yml

@@ -0,0 +1,39 @@
+type: array
+description: Inbox summary report containing conversation statistics grouped by inbox.
+items:
+  type: object
+  properties:
+    id:
+      type: number
+      description: The inbox ID
+    conversations_count:
+      type: number
+      description: Number of conversations created in the inbox during the date range
+    resolved_conversations_count:
+      type: number
+      description: Number of conversations resolved in the inbox during the date range
+    avg_resolution_time:
+      type: number
+      nullable: true
+      description: Average time (in seconds) to resolve conversations. Null if no data available.
+    avg_first_response_time:
+      type: number
+      nullable: true
+      description: Average time (in seconds) for the first response. Null if no data available.
+    avg_reply_time:
+      type: number
+      nullable: true
+      description: Average time (in seconds) between replies. Null if no data available.
+example:
+  - id: 1
+    conversations_count: 150
+    resolved_conversations_count: 120
+    avg_resolution_time: 3600
+    avg_first_response_time: 300
+    avg_reply_time: 600
+  - id: 2
+    conversations_count: 75
+    resolved_conversations_count: 60
+    avg_resolution_time: 1800
+    avg_first_response_time: 180
+    avg_reply_time: 420

swagger/definitions/resource/reports/outgoing_messages_count.yml

@@ -0,0 +1,21 @@
+type: array
+description: Outgoing messages count report grouped by entity (agent, team, inbox, or label).
+items:
+  type: object
+  properties:
+    id:
+      type: number
+      description: The ID of the grouped entity (agent, team, inbox, or label).
+    name:
+      type: string
+      description: The name of the grouped entity.
+    outgoing_messages_count:
+      type: number
+      description: The total number of outgoing messages for this entity in the given time range.
+example:
+  - id: 1
+    name: Agent One
+    outgoing_messages_count: 42
+  - id: 2
+    name: Agent Two
+    outgoing_messages_count: 18

swagger/definitions/resource/reports/team_summary.yml

@@ -0,0 +1,39 @@
+type: array
+description: Team summary report containing conversation statistics grouped by team.
+items:
+  type: object
+  properties:
+    id:
+      type: number
+      description: The team ID
+    conversations_count:
+      type: number
+      description: Number of conversations assigned to the team during the date range
+    resolved_conversations_count:
+      type: number
+      description: Number of conversations resolved by the team during the date range
+    avg_resolution_time:
+      type: number
+      nullable: true
+      description: Average time (in seconds) to resolve conversations. Null if no data available.
+    avg_first_response_time:
+      type: number
+      nullable: true
+      description: Average time (in seconds) for the first response. Null if no data available.
+    avg_reply_time:
+      type: number
+      nullable: true
+      description: Average time (in seconds) between replies. Null if no data available.
+example:
+  - id: 1
+    conversations_count: 250
+    resolved_conversations_count: 200
+    avg_resolution_time: 2800
+    avg_first_response_time: 240
+    avg_reply_time: 500
+  - id: 2
+    conversations_count: 180
+    resolved_conversations_count: 150
+    avg_resolution_time: 2400
+    avg_first_response_time: 200
+    avg_reply_time: 450

swagger/index.html

@@ -18,6 +18,6 @@
   </head>
   <body>
     <redoc spec-url='/swagger/swagger.json'></redoc>
-    <script src="https://cdn.jsdelivr.net/npm/redoc@next/bundles/redoc.standalone.js"> </script>
+    <script src="https://cdn.jsdelivr.net/npm/redoc@2.1.5/bundles/redoc.standalone.js"> </script>
   </body>
 </html>

swagger/paths/application/reports/agent_summary.yml

@@ -0,0 +1,23 @@
+tags:
+  - Reports
+operationId: get-agent-summary-report
+summary: Get conversation statistics grouped by agent
+security:
+  - userApiKey: []
+description: |
+  Get conversation statistics grouped by agent for a given date range.
+  Returns metrics for each agent including conversation counts, resolution counts,
+  average first response time, average resolution time, and average reply time.
+responses:
+  '200':
+    description: Success
+    content:
+      application/json:
+        schema:
+          $ref: '#/components/schemas/agent_summary'
+  '403':
+    description: Access denied
+    content:
+      application/json:
+        schema:
+          $ref: '#/components/schemas/bad_request_error'

swagger/paths/application/reports/first_response_time_distribution.yml

@@ -0,0 +1,24 @@
+tags:
+  - Reports
+operationId: get-first-response-time-distribution
+summary: Get first response time distribution by channel
+security:
+  - userApiKey: []
+description: |
+  Get the distribution of first response times grouped by channel type.
+  Returns conversation counts in different time buckets (0-1h, 1-4h, 4-8h, 8-24h, 24h+) for each channel type.
+
+  **Note:** This API endpoint is available only in Chatwoot version 4.11.0 and above.
+responses:
+  '200':
+    description: Success
+    content:
+      application/json:
+        schema:
+          $ref: '#/components/schemas/first_response_time_distribution'
+  '403':
+    description: Access denied
+    content:
+      application/json:
+        schema:
+          $ref: '#/components/schemas/bad_request_error'

swagger/paths/application/reports/inbox_label_matrix.yml

@@ -0,0 +1,25 @@
+tags:
+  - Reports
+operationId: get-inbox-label-matrix
+summary: Get inbox-label matrix report
+security:
+  - userApiKey: []
+description: |
+  Get a matrix showing the count of conversations for each inbox-label combination.
+  Returns a list of inboxes, labels, and a 2D matrix where each cell contains the count of conversations
+  in a specific inbox that have a specific label applied.
+
+  **Note:** This API endpoint is available only in Chatwoot version 4.11.0 and above.
+responses:
+  '200':
+    description: Success
+    content:
+      application/json:
+        schema:
+          $ref: '#/components/schemas/inbox_label_matrix'
+  '403':
+    description: Access denied
+    content:
+      application/json:
+        schema:
+          $ref: '#/components/schemas/bad_request_error'

swagger/paths/application/reports/inbox_summary.yml

@@ -0,0 +1,23 @@
+tags:
+  - Reports
+operationId: get-inbox-summary-report
+summary: Get conversation statistics grouped by inbox
+security:
+  - userApiKey: []
+description: |
+  Get conversation statistics grouped by inbox for a given date range.
+  Returns metrics for each inbox including conversation counts, resolution counts,
+  average first response time, average resolution time, and average reply time.
+responses:
+  '200':
+    description: Success
+    content:
+      application/json:
+        schema:
+          $ref: '#/components/schemas/inbox_summary'
+  '403':
+    description: Access denied
+    content:
+      application/json:
+        schema:
+          $ref: '#/components/schemas/bad_request_error'

swagger/paths/application/reports/outgoing_messages_count.yml

@@ -0,0 +1,36 @@
+tags:
+  - Reports
+operationId: get-outgoing-messages-count
+summary: Get outgoing messages count grouped by entity
+security:
+  - userApiKey: []
+description: |
+  Get the count of outgoing messages grouped by a specified entity (agent, team, inbox, or label).
+  When grouped by agent, messages sent by bots (AgentBot, Captain::Assistant) are excluded.
+
+  **Note:** This API endpoint is available only in Chatwoot version 4.11.0 and above.
+parameters:
+  - in: query
+    name: group_by
+    required: true
+    schema:
+      type: string
+      enum:
+        - agent
+        - team
+        - inbox
+        - label
+    description: The entity to group outgoing message counts by.
+responses:
+  '200':
+    description: Success
+    content:
+      application/json:
+        schema:
+          $ref: '#/components/schemas/outgoing_messages_count'
+  '403':
+    description: Access denied
+    content:
+      application/json:
+        schema:
+          $ref: '#/components/schemas/bad_request_error'

swagger/paths/application/reports/team_summary.yml

@@ -0,0 +1,23 @@
+tags:
+  - Reports
+operationId: get-team-summary-report
+summary: Get conversation statistics grouped by team
+security:
+  - userApiKey: []
+description: |
+  Get conversation statistics grouped by team for a given date range.
+  Returns metrics for each team including conversation counts, resolution counts,
+  average first response time, average resolution time, and average reply time.
+responses:
+  '200':
+    description: Success
+    content:
+      application/json:
+        schema:
+          $ref: '#/components/schemas/team_summary'
+  '403':
+    description: Access denied
+    content:
+      application/json:
+        schema:
+          $ref: '#/components/schemas/bad_request_error'

swagger/paths/index.yml

@@ -641,6 +641,23 @@
 
 # Channel summary report (Available in 4.10.0+)
 /api/v2/accounts/{account_id}/summary_reports/channel:
+  parameters:
+    - $ref: '#/components/parameters/account_id'
+    - in: query
+      name: since
+      schema:
+        type: string
+      description: The timestamp from where report should start (Unix timestamp).
+    - in: query
+      name: until
+      schema:
+        type: string
+      description: The timestamp from where report should stop (Unix timestamp).
+  get:
+    $ref: './application/reports/channel_summary.yml'
+
+# Inbox summary report
+/api/v2/accounts/{account_id}/summary_reports/inbox:
   parameters:
     - $ref: '#/components/parameters/account_id'
     - in: query
@@ -657,9 +674,118 @@
       name: business_hours
       schema:
         type: boolean
-      description: Whether to filter by business hours.
+      description: Whether to calculate metrics using business hours only.
   get:
-    $ref: './application/reports/channel_summary.yml'
+    $ref: './application/reports/inbox_summary.yml'
+
+# Agent summary report
+/api/v2/accounts/{account_id}/summary_reports/agent:
+  parameters:
+    - $ref: '#/components/parameters/account_id'
+    - in: query
+      name: since
+      schema:
+        type: string
+      description: The timestamp from where report should start (Unix timestamp).
+    - in: query
+      name: until
+      schema:
+        type: string
+      description: The timestamp from where report should stop (Unix timestamp).
+    - in: query
+      name: business_hours
+      schema:
+        type: boolean
+      description: Whether to calculate metrics using business hours only.
+  get:
+    $ref: './application/reports/agent_summary.yml'
+
+# Team summary report
+/api/v2/accounts/{account_id}/summary_reports/team:
+  parameters:
+    - $ref: '#/components/parameters/account_id'
+    - in: query
+      name: since
+      schema:
+        type: string
+      description: The timestamp from where report should start (Unix timestamp).
+    - in: query
+      name: until
+      schema:
+        type: string
+      description: The timestamp from where report should stop (Unix timestamp).
+    - in: query
+      name: business_hours
+      schema:
+        type: boolean
+      description: Whether to calculate metrics using business hours only.
+  get:
+    $ref: './application/reports/team_summary.yml'
+
+# First response time distribution report
+/api/v2/accounts/{account_id}/reports/first_response_time_distribution:
+  parameters:
+    - $ref: '#/components/parameters/account_id'
+    - in: query
+      name: since
+      schema:
+        type: string
+      description: The timestamp from where report should start (Unix timestamp).
+    - in: query
+      name: until
+      schema:
+        type: string
+      description: The timestamp from where report should stop (Unix timestamp).
+  get:
+    $ref: './application/reports/first_response_time_distribution.yml'
+
+# Inbox-label matrix report
+/api/v2/accounts/{account_id}/reports/inbox_label_matrix:
+  parameters:
+    - $ref: '#/components/parameters/account_id'
+    - in: query
+      name: since
+      schema:
+        type: string
+      description: The timestamp from where report should start (Unix timestamp).
+    - in: query
+      name: until
+      schema:
+        type: string
+      description: The timestamp from where report should stop (Unix timestamp).
+    - in: query
+      name: inbox_ids
+      schema:
+        type: array
+        items:
+          type: integer
+      description: Filter by specific inbox IDs.
+    - in: query
+      name: label_ids
+      schema:
+        type: array
+        items:
+          type: integer
+      description: Filter by specific label IDs.
+  get:
+    $ref: './application/reports/inbox_label_matrix.yml'
+
+# Outgoing messages count report
+/api/v2/accounts/{account_id}/reports/outgoing_messages_count:
+  parameters:
+    - $ref: '#/components/parameters/account_id'
+    - in: query
+      name: since
+      schema:
+        type: string
+      description: The timestamp from where report should start (Unix timestamp).
+    - in: query
+      name: until
+      schema:
+        type: string
+      description: The timestamp from where report should stop (Unix timestamp).
+  get:
+    $ref: './application/reports/outgoing_messages_count.yml'
 
 # Conversations Messages
 /accounts/{account_id}/conversations/{conversation_id}/messages:

swagger/swagger.json

@@ -7890,14 +7890,6 @@
             "type": "string"
           },
           "description": "The timestamp from where report should stop (Unix timestamp)."
-        },
-        {
-          "in": "query",
-          "name": "business_hours",
-          "schema": {
-            "type": "boolean"
-          },
-          "description": "Whether to filter by business hours."
         }
       ],
       "get": {
@@ -7946,6 +7938,417 @@
         }
       }
     },
+    "/api/v2/accounts/{account_id}/summary_reports/inbox": {
+      "parameters": [
+        {
+          "$ref": "#/components/parameters/account_id"
+        },
+        {
+          "in": "query",
+          "name": "since",
+          "schema": {
+            "type": "string"
+          },
+          "description": "The timestamp from where report should start (Unix timestamp)."
+        },
+        {
+          "in": "query",
+          "name": "until",
+          "schema": {
+            "type": "string"
+          },
+          "description": "The timestamp from where report should stop (Unix timestamp)."
+        },
+        {
+          "in": "query",
+          "name": "business_hours",
+          "schema": {
+            "type": "boolean"
+          },
+          "description": "Whether to calculate metrics using business hours only."
+        }
+      ],
+      "get": {
+        "tags": [
+          "Reports"
+        ],
+        "operationId": "get-inbox-summary-report",
+        "summary": "Get conversation statistics grouped by inbox",
+        "security": [
+          {
+            "userApiKey": []
+          }
+        ],
+        "description": "Get conversation statistics grouped by inbox for a given date range.\nReturns metrics for each inbox including conversation counts, resolution counts,\naverage first response time, average resolution time, and average reply time.\n",
+        "responses": {
+          "200": {
+            "description": "Success",
+            "content": {
+              "application/json": {
+                "schema": {
+                  "$ref": "#/components/schemas/inbox_summary"
+                }
+              }
+            }
+          },
+          "403": {
+            "description": "Access denied",
+            "content": {
+              "application/json": {
+                "schema": {
+                  "$ref": "#/components/schemas/bad_request_error"
+                }
+              }
+            }
+          }
+        }
+      }
+    },
+    "/api/v2/accounts/{account_id}/summary_reports/agent": {
+      "parameters": [
+        {
+          "$ref": "#/components/parameters/account_id"
+        },
+        {
+          "in": "query",
+          "name": "since",
+          "schema": {
+            "type": "string"
+          },
+          "description": "The timestamp from where report should start (Unix timestamp)."
+        },
+        {
+          "in": "query",
+          "name": "until",
+          "schema": {
+            "type": "string"
+          },
+          "description": "The timestamp from where report should stop (Unix timestamp)."
+        },
+        {
+          "in": "query",
+          "name": "business_hours",
+          "schema": {
+            "type": "boolean"
+          },
+          "description": "Whether to calculate metrics using business hours only."
+        }
+      ],
+      "get": {
+        "tags": [
+          "Reports"
+        ],
+        "operationId": "get-agent-summary-report",
+        "summary": "Get conversation statistics grouped by agent",
+        "security": [
+          {
+            "userApiKey": []
+          }
+        ],
+        "description": "Get conversation statistics grouped by agent for a given date range.\nReturns metrics for each agent including conversation counts, resolution counts,\naverage first response time, average resolution time, and average reply time.\n",
+        "responses": {
+          "200": {
+            "description": "Success",
+            "content": {
+              "application/json": {
+                "schema": {
+                  "$ref": "#/components/schemas/agent_summary"
+                }
+              }
+            }
+          },
+          "403": {
+            "description": "Access denied",
+            "content": {
+              "application/json": {
+                "schema": {
+                  "$ref": "#/components/schemas/bad_request_error"
+                }
+              }
+            }
+          }
+        }
+      }
+    },
+    "/api/v2/accounts/{account_id}/summary_reports/team": {
+      "parameters": [
+        {
+          "$ref": "#/components/parameters/account_id"
+        },
+        {
+          "in": "query",
+          "name": "since",
+          "schema": {
+            "type": "string"
+          },
+          "description": "The timestamp from where report should start (Unix timestamp)."
+        },
+        {
+          "in": "query",
+          "name": "until",
+          "schema": {
+            "type": "string"
+          },
+          "description": "The timestamp from where report should stop (Unix timestamp)."
+        },
+        {
+          "in": "query",
+          "name": "business_hours",
+          "schema": {
+            "type": "boolean"
+          },
+          "description": "Whether to calculate metrics using business hours only."
+        }
+      ],
+      "get": {
+        "tags": [
+          "Reports"
+        ],
+        "operationId": "get-team-summary-report",
+        "summary": "Get conversation statistics grouped by team",
+        "security": [
+          {
+            "userApiKey": []
+          }
+        ],
+        "description": "Get conversation statistics grouped by team for a given date range.\nReturns metrics for each team including conversation counts, resolution counts,\naverage first response time, average resolution time, and average reply time.\n",
+        "responses": {
+          "200": {
+            "description": "Success",
+            "content": {
+              "application/json": {
+                "schema": {
+                  "$ref": "#/components/schemas/team_summary"
+                }
+              }
+            }
+          },
+          "403": {
+            "description": "Access denied",
+            "content": {
+              "application/json": {
+                "schema": {
+                  "$ref": "#/components/schemas/bad_request_error"
+                }
+              }
+            }
+          }
+        }
+      }
+    },
+    "/api/v2/accounts/{account_id}/reports/first_response_time_distribution": {
+      "parameters": [
+        {
+          "$ref": "#/components/parameters/account_id"
+        },
+        {
+          "in": "query",
+          "name": "since",
+          "schema": {
+            "type": "string"
+          },
+          "description": "The timestamp from where report should start (Unix timestamp)."
+        },
+        {
+          "in": "query",
+          "name": "until",
+          "schema": {
+            "type": "string"
+          },
+          "description": "The timestamp from where report should stop (Unix timestamp)."
+        }
+      ],
+      "get": {
+        "tags": [
+          "Reports"
+        ],
+        "operationId": "get-first-response-time-distribution",
+        "summary": "Get first response time distribution by channel",
+        "security": [
+          {
+            "userApiKey": []
+          }
+        ],
+        "description": "Get the distribution of first response times grouped by channel type.\nReturns conversation counts in different time buckets (0-1h, 1-4h, 4-8h, 8-24h, 24h+) for each channel type.\n\n**Note:** This API endpoint is available only in Chatwoot version 4.11.0 and above.\n",
+        "responses": {
+          "200": {
+            "description": "Success",
+            "content": {
+              "application/json": {
+                "schema": {
+                  "$ref": "#/components/schemas/first_response_time_distribution"
+                }
+              }
+            }
+          },
+          "403": {
+            "description": "Access denied",
+            "content": {
+              "application/json": {
+                "schema": {
+                  "$ref": "#/components/schemas/bad_request_error"
+                }
+              }
+            }
+          }
+        }
+      }
+    },
+    "/api/v2/accounts/{account_id}/reports/inbox_label_matrix": {
+      "parameters": [
+        {
+          "$ref": "#/components/parameters/account_id"
+        },
+        {
+          "in": "query",
+          "name": "since",
+          "schema": {
+            "type": "string"
+          },
+          "description": "The timestamp from where report should start (Unix timestamp)."
+        },
+        {
+          "in": "query",
+          "name": "until",
+          "schema": {
+            "type": "string"
+          },
+          "description": "The timestamp from where report should stop (Unix timestamp)."
+        },
+        {
+          "in": "query",
+          "name": "inbox_ids",
+          "schema": {
+            "type": "array",
+            "items": {
+              "type": "integer"
+            }
+          },
+          "description": "Filter by specific inbox IDs."
+        },
+        {
+          "in": "query",
+          "name": "label_ids",
+          "schema": {
+            "type": "array",
+            "items": {
+              "type": "integer"
+            }
+          },
+          "description": "Filter by specific label IDs."
+        }
+      ],
+      "get": {
+        "tags": [
+          "Reports"
+        ],
+        "operationId": "get-inbox-label-matrix",
+        "summary": "Get inbox-label matrix report",
+        "security": [
+          {
+            "userApiKey": []
+          }
+        ],
+        "description": "Get a matrix showing the count of conversations for each inbox-label combination.\nReturns a list of inboxes, labels, and a 2D matrix where each cell contains the count of conversations\nin a specific inbox that have a specific label applied.\n\n**Note:** This API endpoint is available only in Chatwoot version 4.11.0 and above.\n",
+        "responses": {
+          "200": {
+            "description": "Success",
+            "content": {
+              "application/json": {
+                "schema": {
+                  "$ref": "#/components/schemas/inbox_label_matrix"
+                }
+              }
+            }
+          },
+          "403": {
+            "description": "Access denied",
+            "content": {
+              "application/json": {
+                "schema": {
+                  "$ref": "#/components/schemas/bad_request_error"
+                }
+              }
+            }
+          }
+        }
+      }
+    },
+    "/api/v2/accounts/{account_id}/reports/outgoing_messages_count": {
+      "parameters": [
+        {
+          "$ref": "#/components/parameters/account_id"
+        },
+        {
+          "in": "query",
+          "name": "since",
+          "schema": {
+            "type": "string"
+          },
+          "description": "The timestamp from where report should start (Unix timestamp)."
+        },
+        {
+          "in": "query",
+          "name": "until",
+          "schema": {
+            "type": "string"
+          },
+          "description": "The timestamp from where report should stop (Unix timestamp)."
+        }
+      ],
+      "get": {
+        "tags": [
+          "Reports"
+        ],
+        "operationId": "get-outgoing-messages-count",
+        "summary": "Get outgoing messages count grouped by entity",
+        "security": [
+          {
+            "userApiKey": []
+          }
+        ],
+        "description": "Get the count of outgoing messages grouped by a specified entity (agent, team, inbox, or label).\nWhen grouped by agent, messages sent by bots (AgentBot, Captain::Assistant) are excluded.\n\n**Note:** This API endpoint is available only in Chatwoot version 4.11.0 and above.\n",
+        "parameters": [
+          {
+            "in": "query",
+            "name": "group_by",
+            "required": true,
+            "schema": {
+              "type": "string",
+              "enum": [
+                "agent",
+                "team",
+                "inbox",
+                "label"
+              ]
+            },
+            "description": "The entity to group outgoing message counts by."
+          }
+        ],
+        "responses": {
+          "200": {
+            "description": "Success",
+            "content": {
+              "application/json": {
+                "schema": {
+                  "$ref": "#/components/schemas/outgoing_messages_count"
+                }
+              }
+            }
+          },
+          "403": {
+            "description": "Access denied",
+            "content": {
+              "application/json": {
+                "schema": {
+                  "$ref": "#/components/schemas/bad_request_error"
+                }
+              }
+            }
+          }
+        }
+      }
+    },
     "/accounts/{account_id}/conversations/{conversation_id}/messages": {
       "parameters": [
         {
@@ -11781,6 +12184,335 @@
           }
         }
       },
+      "first_response_time_distribution": {
+        "type": "object",
+        "description": "First response time distribution report grouped by channel type. Shows the count of conversations with first response times in different time buckets.",
+        "additionalProperties": {
+          "type": "object",
+          "description": "First response time distribution for a specific channel type (e.g., Channel::WebWidget, Channel::Api)",
+          "properties": {
+            "0-1h": {
+              "type": "number",
+              "description": "Number of conversations with first response time less than 1 hour"
+            },
+            "1-4h": {
+              "type": "number",
+              "description": "Number of conversations with first response time between 1-4 hours"
+            },
+            "4-8h": {
+              "type": "number",
+              "description": "Number of conversations with first response time between 4-8 hours"
+            },
+            "8-24h": {
+              "type": "number",
+              "description": "Number of conversations with first response time between 8-24 hours"
+            },
+            "24h+": {
+              "type": "number",
+              "description": "Number of conversations with first response time greater than 24 hours"
+            }
+          }
+        },
+        "example": {
+          "Channel::WebWidget": {
+            "0-1h": 150,
+            "1-4h": 80,
+            "4-8h": 45,
+            "8-24h": 30,
+            "24h+": 15
+          },
+          "Channel::Api": {
+            "0-1h": 75,
+            "1-4h": 40,
+            "4-8h": 20,
+            "8-24h": 10,
+            "24h+": 5
+          }
+        }
+      },
+      "inbox_label_matrix": {
+        "type": "object",
+        "description": "Inbox-label matrix report showing the count of conversations for each inbox-label combination.",
+        "properties": {
+          "inboxes": {
+            "type": "array",
+            "description": "List of inboxes included in the report",
+            "items": {
+              "type": "object",
+              "properties": {
+                "id": {
+                  "type": "number",
+                  "description": "The inbox ID"
+                },
+                "name": {
+                  "type": "string",
+                  "description": "The inbox name"
+                }
+              }
+            }
+          },
+          "labels": {
+            "type": "array",
+            "description": "List of labels included in the report",
+            "items": {
+              "type": "object",
+              "properties": {
+                "id": {
+                  "type": "number",
+                  "description": "The label ID"
+                },
+                "title": {
+                  "type": "string",
+                  "description": "The label title"
+                }
+              }
+            }
+          },
+          "matrix": {
+            "type": "array",
+            "description": "2D array where matrix[i][j] represents the count of conversations in inboxes[i] with labels[j]",
+            "items": {
+              "type": "array",
+              "items": {
+                "type": "number"
+              }
+            }
+          }
+        },
+        "example": {
+          "inboxes": [
+            {
+              "id": 1,
+              "name": "Website Chat"
+            },
+            {
+              "id": 2,
+              "name": "Email Support"
+            }
+          ],
+          "labels": [
+            {
+              "id": 1,
+              "title": "bug"
+            },
+            {
+              "id": 2,
+              "title": "feature-request"
+            },
+            {
+              "id": 3,
+              "title": "urgent"
+            }
+          ],
+          "matrix": [
+            [
+              10,
+              5,
+              3
+            ],
+            [
+              8,
+              12,
+              2
+            ]
+          ]
+        }
+      },
+      "outgoing_messages_count": {
+        "type": "array",
+        "description": "Outgoing messages count report grouped by entity (agent, team, inbox, or label).",
+        "items": {
+          "type": "object",
+          "properties": {
+            "id": {
+              "type": "number",
+              "description": "The ID of the grouped entity (agent, team, inbox, or label)."
+            },
+            "name": {
+              "type": "string",
+              "description": "The name of the grouped entity."
+            },
+            "outgoing_messages_count": {
+              "type": "number",
+              "description": "The total number of outgoing messages for this entity in the given time range."
+            }
+          }
+        },
+        "example": [
+          {
+            "id": 1,
+            "name": "Agent One",
+            "outgoing_messages_count": 42
+          },
+          {
+            "id": 2,
+            "name": "Agent Two",
+            "outgoing_messages_count": 18
+          }
+        ]
+      },
+      "inbox_summary": {
+        "type": "array",
+        "description": "Inbox summary report containing conversation statistics grouped by inbox.",
+        "items": {
+          "type": "object",
+          "properties": {
+            "id": {
+              "type": "number",
+              "description": "The inbox ID"
+            },
+            "conversations_count": {
+              "type": "number",
+              "description": "Number of conversations created in the inbox during the date range"
+            },
+            "resolved_conversations_count": {
+              "type": "number",
+              "description": "Number of conversations resolved in the inbox during the date range"
+            },
+            "avg_resolution_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) to resolve conversations. Null if no data available."
+            },
+            "avg_first_response_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) for the first response. Null if no data available."
+            },
+            "avg_reply_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) between replies. Null if no data available."
+            }
+          }
+        },
+        "example": [
+          {
+            "id": 1,
+            "conversations_count": 150,
+            "resolved_conversations_count": 120,
+            "avg_resolution_time": 3600,
+            "avg_first_response_time": 300,
+            "avg_reply_time": 600
+          },
+          {
+            "id": 2,
+            "conversations_count": 75,
+            "resolved_conversations_count": 60,
+            "avg_resolution_time": 1800,
+            "avg_first_response_time": 180,
+            "avg_reply_time": 420
+          }
+        ]
+      },
+      "agent_summary": {
+        "type": "array",
+        "description": "Agent summary report containing conversation statistics grouped by agent.",
+        "items": {
+          "type": "object",
+          "properties": {
+            "id": {
+              "type": "number",
+              "description": "The agent (user) ID"
+            },
+            "conversations_count": {
+              "type": "number",
+              "description": "Number of conversations assigned to the agent during the date range"
+            },
+            "resolved_conversations_count": {
+              "type": "number",
+              "description": "Number of conversations resolved by the agent during the date range"
+            },
+            "avg_resolution_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) to resolve conversations. Null if no data available."
+            },
+            "avg_first_response_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) for the first response. Null if no data available."
+            },
+            "avg_reply_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) between replies. Null if no data available."
+            }
+          }
+        },
+        "example": [
+          {
+            "id": 1,
+            "conversations_count": 150,
+            "resolved_conversations_count": 120,
+            "avg_resolution_time": 3600,
+            "avg_first_response_time": 300,
+            "avg_reply_time": 600
+          },
+          {
+            "id": 2,
+            "conversations_count": 75,
+            "resolved_conversations_count": 60,
+            "avg_resolution_time": 1800,
+            "avg_first_response_time": 180,
+            "avg_reply_time": 420
+          }
+        ]
+      },
+      "team_summary": {
+        "type": "array",
+        "description": "Team summary report containing conversation statistics grouped by team.",
+        "items": {
+          "type": "object",
+          "properties": {
+            "id": {
+              "type": "number",
+              "description": "The team ID"
+            },
+            "conversations_count": {
+              "type": "number",
+              "description": "Number of conversations assigned to the team during the date range"
+            },
+            "resolved_conversations_count": {
+              "type": "number",
+              "description": "Number of conversations resolved by the team during the date range"
+            },
+            "avg_resolution_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) to resolve conversations. Null if no data available."
+            },
+            "avg_first_response_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) for the first response. Null if no data available."
+            },
+            "avg_reply_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) between replies. Null if no data available."
+            }
+          }
+        },
+        "example": [
+          {
+            "id": 1,
+            "conversations_count": 250,
+            "resolved_conversations_count": 200,
+            "avg_resolution_time": 2800,
+            "avg_first_response_time": 240,
+            "avg_reply_time": 500
+          },
+          {
+            "id": 2,
+            "conversations_count": 180,
+            "resolved_conversations_count": 150,
+            "avg_resolution_time": 2400,
+            "avg_first_response_time": 200,
+            "avg_reply_time": 450
+          }
+        ]
+      },
       "contact_detail": {
         "type": "object",
         "properties": {

swagger/tag_groups/application_swagger.json

@@ -6433,14 +6433,6 @@
             "type": "string"
           },
           "description": "The timestamp from where report should stop (Unix timestamp)."
-        },
-        {
-          "in": "query",
-          "name": "business_hours",
-          "schema": {
-            "type": "boolean"
-          },
-          "description": "Whether to filter by business hours."
         }
       ],
       "get": {
@@ -6488,6 +6480,417 @@
           }
         }
       }
+    },
+    "/api/v2/accounts/{account_id}/summary_reports/inbox": {
+      "parameters": [
+        {
+          "$ref": "#/components/parameters/account_id"
+        },
+        {
+          "in": "query",
+          "name": "since",
+          "schema": {
+            "type": "string"
+          },
+          "description": "The timestamp from where report should start (Unix timestamp)."
+        },
+        {
+          "in": "query",
+          "name": "until",
+          "schema": {
+            "type": "string"
+          },
+          "description": "The timestamp from where report should stop (Unix timestamp)."
+        },
+        {
+          "in": "query",
+          "name": "business_hours",
+          "schema": {
+            "type": "boolean"
+          },
+          "description": "Whether to calculate metrics using business hours only."
+        }
+      ],
+      "get": {
+        "tags": [
+          "Reports"
+        ],
+        "operationId": "get-inbox-summary-report",
+        "summary": "Get conversation statistics grouped by inbox",
+        "security": [
+          {
+            "userApiKey": []
+          }
+        ],
+        "description": "Get conversation statistics grouped by inbox for a given date range.\nReturns metrics for each inbox including conversation counts, resolution counts,\naverage first response time, average resolution time, and average reply time.\n",
+        "responses": {
+          "200": {
+            "description": "Success",
+            "content": {
+              "application/json": {
+                "schema": {
+                  "$ref": "#/components/schemas/inbox_summary"
+                }
+              }
+            }
+          },
+          "403": {
+            "description": "Access denied",
+            "content": {
+              "application/json": {
+                "schema": {
+                  "$ref": "#/components/schemas/bad_request_error"
+                }
+              }
+            }
+          }
+        }
+      }
+    },
+    "/api/v2/accounts/{account_id}/summary_reports/agent": {
+      "parameters": [
+        {
+          "$ref": "#/components/parameters/account_id"
+        },
+        {
+          "in": "query",
+          "name": "since",
+          "schema": {
+            "type": "string"
+          },
+          "description": "The timestamp from where report should start (Unix timestamp)."
+        },
+        {
+          "in": "query",
+          "name": "until",
+          "schema": {
+            "type": "string"
+          },
+          "description": "The timestamp from where report should stop (Unix timestamp)."
+        },
+        {
+          "in": "query",
+          "name": "business_hours",
+          "schema": {
+            "type": "boolean"
+          },
+          "description": "Whether to calculate metrics using business hours only."
+        }
+      ],
+      "get": {
+        "tags": [
+          "Reports"
+        ],
+        "operationId": "get-agent-summary-report",
+        "summary": "Get conversation statistics grouped by agent",
+        "security": [
+          {
+            "userApiKey": []
+          }
+        ],
+        "description": "Get conversation statistics grouped by agent for a given date range.\nReturns metrics for each agent including conversation counts, resolution counts,\naverage first response time, average resolution time, and average reply time.\n",
+        "responses": {
+          "200": {
+            "description": "Success",
+            "content": {
+              "application/json": {
+                "schema": {
+                  "$ref": "#/components/schemas/agent_summary"
+                }
+              }
+            }
+          },
+          "403": {
+            "description": "Access denied",
+            "content": {
+              "application/json": {
+                "schema": {
+                  "$ref": "#/components/schemas/bad_request_error"
+                }
+              }
+            }
+          }
+        }
+      }
+    },
+    "/api/v2/accounts/{account_id}/summary_reports/team": {
+      "parameters": [
+        {
+          "$ref": "#/components/parameters/account_id"
+        },
+        {
+          "in": "query",
+          "name": "since",
+          "schema": {
+            "type": "string"
+          },
+          "description": "The timestamp from where report should start (Unix timestamp)."
+        },
+        {
+          "in": "query",
+          "name": "until",
+          "schema": {
+            "type": "string"
+          },
+          "description": "The timestamp from where report should stop (Unix timestamp)."
+        },
+        {
+          "in": "query",
+          "name": "business_hours",
+          "schema": {
+            "type": "boolean"
+          },
+          "description": "Whether to calculate metrics using business hours only."
+        }
+      ],
+      "get": {
+        "tags": [
+          "Reports"
+        ],
+        "operationId": "get-team-summary-report",
+        "summary": "Get conversation statistics grouped by team",
+        "security": [
+          {
+            "userApiKey": []
+          }
+        ],
+        "description": "Get conversation statistics grouped by team for a given date range.\nReturns metrics for each team including conversation counts, resolution counts,\naverage first response time, average resolution time, and average reply time.\n",
+        "responses": {
+          "200": {
+            "description": "Success",
+            "content": {
+              "application/json": {
+                "schema": {
+                  "$ref": "#/components/schemas/team_summary"
+                }
+              }
+            }
+          },
+          "403": {
+            "description": "Access denied",
+            "content": {
+              "application/json": {
+                "schema": {
+                  "$ref": "#/components/schemas/bad_request_error"
+                }
+              }
+            }
+          }
+        }
+      }
+    },
+    "/api/v2/accounts/{account_id}/reports/first_response_time_distribution": {
+      "parameters": [
+        {
+          "$ref": "#/components/parameters/account_id"
+        },
+        {
+          "in": "query",
+          "name": "since",
+          "schema": {
+            "type": "string"
+          },
+          "description": "The timestamp from where report should start (Unix timestamp)."
+        },
+        {
+          "in": "query",
+          "name": "until",
+          "schema": {
+            "type": "string"
+          },
+          "description": "The timestamp from where report should stop (Unix timestamp)."
+        }
+      ],
+      "get": {
+        "tags": [
+          "Reports"
+        ],
+        "operationId": "get-first-response-time-distribution",
+        "summary": "Get first response time distribution by channel",
+        "security": [
+          {
+            "userApiKey": []
+          }
+        ],
+        "description": "Get the distribution of first response times grouped by channel type.\nReturns conversation counts in different time buckets (0-1h, 1-4h, 4-8h, 8-24h, 24h+) for each channel type.\n\n**Note:** This API endpoint is available only in Chatwoot version 4.11.0 and above.\n",
+        "responses": {
+          "200": {
+            "description": "Success",
+            "content": {
+              "application/json": {
+                "schema": {
+                  "$ref": "#/components/schemas/first_response_time_distribution"
+                }
+              }
+            }
+          },
+          "403": {
+            "description": "Access denied",
+            "content": {
+              "application/json": {
+                "schema": {
+                  "$ref": "#/components/schemas/bad_request_error"
+                }
+              }
+            }
+          }
+        }
+      }
+    },
+    "/api/v2/accounts/{account_id}/reports/inbox_label_matrix": {
+      "parameters": [
+        {
+          "$ref": "#/components/parameters/account_id"
+        },
+        {
+          "in": "query",
+          "name": "since",
+          "schema": {
+            "type": "string"
+          },
+          "description": "The timestamp from where report should start (Unix timestamp)."
+        },
+        {
+          "in": "query",
+          "name": "until",
+          "schema": {
+            "type": "string"
+          },
+          "description": "The timestamp from where report should stop (Unix timestamp)."
+        },
+        {
+          "in": "query",
+          "name": "inbox_ids",
+          "schema": {
+            "type": "array",
+            "items": {
+              "type": "integer"
+            }
+          },
+          "description": "Filter by specific inbox IDs."
+        },
+        {
+          "in": "query",
+          "name": "label_ids",
+          "schema": {
+            "type": "array",
+            "items": {
+              "type": "integer"
+            }
+          },
+          "description": "Filter by specific label IDs."
+        }
+      ],
+      "get": {
+        "tags": [
+          "Reports"
+        ],
+        "operationId": "get-inbox-label-matrix",
+        "summary": "Get inbox-label matrix report",
+        "security": [
+          {
+            "userApiKey": []
+          }
+        ],
+        "description": "Get a matrix showing the count of conversations for each inbox-label combination.\nReturns a list of inboxes, labels, and a 2D matrix where each cell contains the count of conversations\nin a specific inbox that have a specific label applied.\n\n**Note:** This API endpoint is available only in Chatwoot version 4.11.0 and above.\n",
+        "responses": {
+          "200": {
+            "description": "Success",
+            "content": {
+              "application/json": {
+                "schema": {
+                  "$ref": "#/components/schemas/inbox_label_matrix"
+                }
+              }
+            }
+          },
+          "403": {
+            "description": "Access denied",
+            "content": {
+              "application/json": {
+                "schema": {
+                  "$ref": "#/components/schemas/bad_request_error"
+                }
+              }
+            }
+          }
+        }
+      }
+    },
+    "/api/v2/accounts/{account_id}/reports/outgoing_messages_count": {
+      "parameters": [
+        {
+          "$ref": "#/components/parameters/account_id"
+        },
+        {
+          "in": "query",
+          "name": "since",
+          "schema": {
+            "type": "string"
+          },
+          "description": "The timestamp from where report should start (Unix timestamp)."
+        },
+        {
+          "in": "query",
+          "name": "until",
+          "schema": {
+            "type": "string"
+          },
+          "description": "The timestamp from where report should stop (Unix timestamp)."
+        }
+      ],
+      "get": {
+        "tags": [
+          "Reports"
+        ],
+        "operationId": "get-outgoing-messages-count",
+        "summary": "Get outgoing messages count grouped by entity",
+        "security": [
+          {
+            "userApiKey": []
+          }
+        ],
+        "description": "Get the count of outgoing messages grouped by a specified entity (agent, team, inbox, or label).\nWhen grouped by agent, messages sent by bots (AgentBot, Captain::Assistant) are excluded.\n\n**Note:** This API endpoint is available only in Chatwoot version 4.11.0 and above.\n",
+        "parameters": [
+          {
+            "in": "query",
+            "name": "group_by",
+            "required": true,
+            "schema": {
+              "type": "string",
+              "enum": [
+                "agent",
+                "team",
+                "inbox",
+                "label"
+              ]
+            },
+            "description": "The entity to group outgoing message counts by."
+          }
+        ],
+        "responses": {
+          "200": {
+            "description": "Success",
+            "content": {
+              "application/json": {
+                "schema": {
+                  "$ref": "#/components/schemas/outgoing_messages_count"
+                }
+              }
+            }
+          },
+          "403": {
+            "description": "Access denied",
+            "content": {
+              "application/json": {
+                "schema": {
+                  "$ref": "#/components/schemas/bad_request_error"
+                }
+              }
+            }
+          }
+        }
+      }
     }
   },
   "components": {
@@ -10288,6 +10691,335 @@
           }
         }
       },
+      "first_response_time_distribution": {
+        "type": "object",
+        "description": "First response time distribution report grouped by channel type. Shows the count of conversations with first response times in different time buckets.",
+        "additionalProperties": {
+          "type": "object",
+          "description": "First response time distribution for a specific channel type (e.g., Channel::WebWidget, Channel::Api)",
+          "properties": {
+            "0-1h": {
+              "type": "number",
+              "description": "Number of conversations with first response time less than 1 hour"
+            },
+            "1-4h": {
+              "type": "number",
+              "description": "Number of conversations with first response time between 1-4 hours"
+            },
+            "4-8h": {
+              "type": "number",
+              "description": "Number of conversations with first response time between 4-8 hours"
+            },
+            "8-24h": {
+              "type": "number",
+              "description": "Number of conversations with first response time between 8-24 hours"
+            },
+            "24h+": {
+              "type": "number",
+              "description": "Number of conversations with first response time greater than 24 hours"
+            }
+          }
+        },
+        "example": {
+          "Channel::WebWidget": {
+            "0-1h": 150,
+            "1-4h": 80,
+            "4-8h": 45,
+            "8-24h": 30,
+            "24h+": 15
+          },
+          "Channel::Api": {
+            "0-1h": 75,
+            "1-4h": 40,
+            "4-8h": 20,
+            "8-24h": 10,
+            "24h+": 5
+          }
+        }
+      },
+      "inbox_label_matrix": {
+        "type": "object",
+        "description": "Inbox-label matrix report showing the count of conversations for each inbox-label combination.",
+        "properties": {
+          "inboxes": {
+            "type": "array",
+            "description": "List of inboxes included in the report",
+            "items": {
+              "type": "object",
+              "properties": {
+                "id": {
+                  "type": "number",
+                  "description": "The inbox ID"
+                },
+                "name": {
+                  "type": "string",
+                  "description": "The inbox name"
+                }
+              }
+            }
+          },
+          "labels": {
+            "type": "array",
+            "description": "List of labels included in the report",
+            "items": {
+              "type": "object",
+              "properties": {
+                "id": {
+                  "type": "number",
+                  "description": "The label ID"
+                },
+                "title": {
+                  "type": "string",
+                  "description": "The label title"
+                }
+              }
+            }
+          },
+          "matrix": {
+            "type": "array",
+            "description": "2D array where matrix[i][j] represents the count of conversations in inboxes[i] with labels[j]",
+            "items": {
+              "type": "array",
+              "items": {
+                "type": "number"
+              }
+            }
+          }
+        },
+        "example": {
+          "inboxes": [
+            {
+              "id": 1,
+              "name": "Website Chat"
+            },
+            {
+              "id": 2,
+              "name": "Email Support"
+            }
+          ],
+          "labels": [
+            {
+              "id": 1,
+              "title": "bug"
+            },
+            {
+              "id": 2,
+              "title": "feature-request"
+            },
+            {
+              "id": 3,
+              "title": "urgent"
+            }
+          ],
+          "matrix": [
+            [
+              10,
+              5,
+              3
+            ],
+            [
+              8,
+              12,
+              2
+            ]
+          ]
+        }
+      },
+      "outgoing_messages_count": {
+        "type": "array",
+        "description": "Outgoing messages count report grouped by entity (agent, team, inbox, or label).",
+        "items": {
+          "type": "object",
+          "properties": {
+            "id": {
+              "type": "number",
+              "description": "The ID of the grouped entity (agent, team, inbox, or label)."
+            },
+            "name": {
+              "type": "string",
+              "description": "The name of the grouped entity."
+            },
+            "outgoing_messages_count": {
+              "type": "number",
+              "description": "The total number of outgoing messages for this entity in the given time range."
+            }
+          }
+        },
+        "example": [
+          {
+            "id": 1,
+            "name": "Agent One",
+            "outgoing_messages_count": 42
+          },
+          {
+            "id": 2,
+            "name": "Agent Two",
+            "outgoing_messages_count": 18
+          }
+        ]
+      },
+      "inbox_summary": {
+        "type": "array",
+        "description": "Inbox summary report containing conversation statistics grouped by inbox.",
+        "items": {
+          "type": "object",
+          "properties": {
+            "id": {
+              "type": "number",
+              "description": "The inbox ID"
+            },
+            "conversations_count": {
+              "type": "number",
+              "description": "Number of conversations created in the inbox during the date range"
+            },
+            "resolved_conversations_count": {
+              "type": "number",
+              "description": "Number of conversations resolved in the inbox during the date range"
+            },
+            "avg_resolution_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) to resolve conversations. Null if no data available."
+            },
+            "avg_first_response_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) for the first response. Null if no data available."
+            },
+            "avg_reply_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) between replies. Null if no data available."
+            }
+          }
+        },
+        "example": [
+          {
+            "id": 1,
+            "conversations_count": 150,
+            "resolved_conversations_count": 120,
+            "avg_resolution_time": 3600,
+            "avg_first_response_time": 300,
+            "avg_reply_time": 600
+          },
+          {
+            "id": 2,
+            "conversations_count": 75,
+            "resolved_conversations_count": 60,
+            "avg_resolution_time": 1800,
+            "avg_first_response_time": 180,
+            "avg_reply_time": 420
+          }
+        ]
+      },
+      "agent_summary": {
+        "type": "array",
+        "description": "Agent summary report containing conversation statistics grouped by agent.",
+        "items": {
+          "type": "object",
+          "properties": {
+            "id": {
+              "type": "number",
+              "description": "The agent (user) ID"
+            },
+            "conversations_count": {
+              "type": "number",
+              "description": "Number of conversations assigned to the agent during the date range"
+            },
+            "resolved_conversations_count": {
+              "type": "number",
+              "description": "Number of conversations resolved by the agent during the date range"
+            },
+            "avg_resolution_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) to resolve conversations. Null if no data available."
+            },
+            "avg_first_response_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) for the first response. Null if no data available."
+            },
+            "avg_reply_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) between replies. Null if no data available."
+            }
+          }
+        },
+        "example": [
+          {
+            "id": 1,
+            "conversations_count": 150,
+            "resolved_conversations_count": 120,
+            "avg_resolution_time": 3600,
+            "avg_first_response_time": 300,
+            "avg_reply_time": 600
+          },
+          {
+            "id": 2,
+            "conversations_count": 75,
+            "resolved_conversations_count": 60,
+            "avg_resolution_time": 1800,
+            "avg_first_response_time": 180,
+            "avg_reply_time": 420
+          }
+        ]
+      },
+      "team_summary": {
+        "type": "array",
+        "description": "Team summary report containing conversation statistics grouped by team.",
+        "items": {
+          "type": "object",
+          "properties": {
+            "id": {
+              "type": "number",
+              "description": "The team ID"
+            },
+            "conversations_count": {
+              "type": "number",
+              "description": "Number of conversations assigned to the team during the date range"
+            },
+            "resolved_conversations_count": {
+              "type": "number",
+              "description": "Number of conversations resolved by the team during the date range"
+            },
+            "avg_resolution_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) to resolve conversations. Null if no data available."
+            },
+            "avg_first_response_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) for the first response. Null if no data available."
+            },
+            "avg_reply_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) between replies. Null if no data available."
+            }
+          }
+        },
+        "example": [
+          {
+            "id": 1,
+            "conversations_count": 250,
+            "resolved_conversations_count": 200,
+            "avg_resolution_time": 2800,
+            "avg_first_response_time": 240,
+            "avg_reply_time": 500
+          },
+          {
+            "id": 2,
+            "conversations_count": 180,
+            "resolved_conversations_count": 150,
+            "avg_resolution_time": 2400,
+            "avg_first_response_time": 200,
+            "avg_reply_time": 450
+          }
+        ]
+      },
       "contact_detail": {
         "type": "object",
         "properties": {

swagger/tag_groups/client_swagger.json

@@ -4424,6 +4424,335 @@
           }
         }
       },
+      "first_response_time_distribution": {
+        "type": "object",
+        "description": "First response time distribution report grouped by channel type. Shows the count of conversations with first response times in different time buckets.",
+        "additionalProperties": {
+          "type": "object",
+          "description": "First response time distribution for a specific channel type (e.g., Channel::WebWidget, Channel::Api)",
+          "properties": {
+            "0-1h": {
+              "type": "number",
+              "description": "Number of conversations with first response time less than 1 hour"
+            },
+            "1-4h": {
+              "type": "number",
+              "description": "Number of conversations with first response time between 1-4 hours"
+            },
+            "4-8h": {
+              "type": "number",
+              "description": "Number of conversations with first response time between 4-8 hours"
+            },
+            "8-24h": {
+              "type": "number",
+              "description": "Number of conversations with first response time between 8-24 hours"
+            },
+            "24h+": {
+              "type": "number",
+              "description": "Number of conversations with first response time greater than 24 hours"
+            }
+          }
+        },
+        "example": {
+          "Channel::WebWidget": {
+            "0-1h": 150,
+            "1-4h": 80,
+            "4-8h": 45,
+            "8-24h": 30,
+            "24h+": 15
+          },
+          "Channel::Api": {
+            "0-1h": 75,
+            "1-4h": 40,
+            "4-8h": 20,
+            "8-24h": 10,
+            "24h+": 5
+          }
+        }
+      },
+      "inbox_label_matrix": {
+        "type": "object",
+        "description": "Inbox-label matrix report showing the count of conversations for each inbox-label combination.",
+        "properties": {
+          "inboxes": {
+            "type": "array",
+            "description": "List of inboxes included in the report",
+            "items": {
+              "type": "object",
+              "properties": {
+                "id": {
+                  "type": "number",
+                  "description": "The inbox ID"
+                },
+                "name": {
+                  "type": "string",
+                  "description": "The inbox name"
+                }
+              }
+            }
+          },
+          "labels": {
+            "type": "array",
+            "description": "List of labels included in the report",
+            "items": {
+              "type": "object",
+              "properties": {
+                "id": {
+                  "type": "number",
+                  "description": "The label ID"
+                },
+                "title": {
+                  "type": "string",
+                  "description": "The label title"
+                }
+              }
+            }
+          },
+          "matrix": {
+            "type": "array",
+            "description": "2D array where matrix[i][j] represents the count of conversations in inboxes[i] with labels[j]",
+            "items": {
+              "type": "array",
+              "items": {
+                "type": "number"
+              }
+            }
+          }
+        },
+        "example": {
+          "inboxes": [
+            {
+              "id": 1,
+              "name": "Website Chat"
+            },
+            {
+              "id": 2,
+              "name": "Email Support"
+            }
+          ],
+          "labels": [
+            {
+              "id": 1,
+              "title": "bug"
+            },
+            {
+              "id": 2,
+              "title": "feature-request"
+            },
+            {
+              "id": 3,
+              "title": "urgent"
+            }
+          ],
+          "matrix": [
+            [
+              10,
+              5,
+              3
+            ],
+            [
+              8,
+              12,
+              2
+            ]
+          ]
+        }
+      },
+      "outgoing_messages_count": {
+        "type": "array",
+        "description": "Outgoing messages count report grouped by entity (agent, team, inbox, or label).",
+        "items": {
+          "type": "object",
+          "properties": {
+            "id": {
+              "type": "number",
+              "description": "The ID of the grouped entity (agent, team, inbox, or label)."
+            },
+            "name": {
+              "type": "string",
+              "description": "The name of the grouped entity."
+            },
+            "outgoing_messages_count": {
+              "type": "number",
+              "description": "The total number of outgoing messages for this entity in the given time range."
+            }
+          }
+        },
+        "example": [
+          {
+            "id": 1,
+            "name": "Agent One",
+            "outgoing_messages_count": 42
+          },
+          {
+            "id": 2,
+            "name": "Agent Two",
+            "outgoing_messages_count": 18
+          }
+        ]
+      },
+      "inbox_summary": {
+        "type": "array",
+        "description": "Inbox summary report containing conversation statistics grouped by inbox.",
+        "items": {
+          "type": "object",
+          "properties": {
+            "id": {
+              "type": "number",
+              "description": "The inbox ID"
+            },
+            "conversations_count": {
+              "type": "number",
+              "description": "Number of conversations created in the inbox during the date range"
+            },
+            "resolved_conversations_count": {
+              "type": "number",
+              "description": "Number of conversations resolved in the inbox during the date range"
+            },
+            "avg_resolution_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) to resolve conversations. Null if no data available."
+            },
+            "avg_first_response_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) for the first response. Null if no data available."
+            },
+            "avg_reply_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) between replies. Null if no data available."
+            }
+          }
+        },
+        "example": [
+          {
+            "id": 1,
+            "conversations_count": 150,
+            "resolved_conversations_count": 120,
+            "avg_resolution_time": 3600,
+            "avg_first_response_time": 300,
+            "avg_reply_time": 600
+          },
+          {
+            "id": 2,
+            "conversations_count": 75,
+            "resolved_conversations_count": 60,
+            "avg_resolution_time": 1800,
+            "avg_first_response_time": 180,
+            "avg_reply_time": 420
+          }
+        ]
+      },
+      "agent_summary": {
+        "type": "array",
+        "description": "Agent summary report containing conversation statistics grouped by agent.",
+        "items": {
+          "type": "object",
+          "properties": {
+            "id": {
+              "type": "number",
+              "description": "The agent (user) ID"
+            },
+            "conversations_count": {
+              "type": "number",
+              "description": "Number of conversations assigned to the agent during the date range"
+            },
+            "resolved_conversations_count": {
+              "type": "number",
+              "description": "Number of conversations resolved by the agent during the date range"
+            },
+            "avg_resolution_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) to resolve conversations. Null if no data available."
+            },
+            "avg_first_response_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) for the first response. Null if no data available."
+            },
+            "avg_reply_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) between replies. Null if no data available."
+            }
+          }
+        },
+        "example": [
+          {
+            "id": 1,
+            "conversations_count": 150,
+            "resolved_conversations_count": 120,
+            "avg_resolution_time": 3600,
+            "avg_first_response_time": 300,
+            "avg_reply_time": 600
+          },
+          {
+            "id": 2,
+            "conversations_count": 75,
+            "resolved_conversations_count": 60,
+            "avg_resolution_time": 1800,
+            "avg_first_response_time": 180,
+            "avg_reply_time": 420
+          }
+        ]
+      },
+      "team_summary": {
+        "type": "array",
+        "description": "Team summary report containing conversation statistics grouped by team.",
+        "items": {
+          "type": "object",
+          "properties": {
+            "id": {
+              "type": "number",
+              "description": "The team ID"
+            },
+            "conversations_count": {
+              "type": "number",
+              "description": "Number of conversations assigned to the team during the date range"
+            },
+            "resolved_conversations_count": {
+              "type": "number",
+              "description": "Number of conversations resolved by the team during the date range"
+            },
+            "avg_resolution_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) to resolve conversations. Null if no data available."
+            },
+            "avg_first_response_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) for the first response. Null if no data available."
+            },
+            "avg_reply_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) between replies. Null if no data available."
+            }
+          }
+        },
+        "example": [
+          {
+            "id": 1,
+            "conversations_count": 250,
+            "resolved_conversations_count": 200,
+            "avg_resolution_time": 2800,
+            "avg_first_response_time": 240,
+            "avg_reply_time": 500
+          },
+          {
+            "id": 2,
+            "conversations_count": 180,
+            "resolved_conversations_count": 150,
+            "avg_resolution_time": 2400,
+            "avg_first_response_time": 200,
+            "avg_reply_time": 450
+          }
+        ]
+      },
       "contact_detail": {
         "type": "object",
         "properties": {

swagger/tag_groups/other_swagger.json

@@ -3839,6 +3839,335 @@
           }
         }
       },
+      "first_response_time_distribution": {
+        "type": "object",
+        "description": "First response time distribution report grouped by channel type. Shows the count of conversations with first response times in different time buckets.",
+        "additionalProperties": {
+          "type": "object",
+          "description": "First response time distribution for a specific channel type (e.g., Channel::WebWidget, Channel::Api)",
+          "properties": {
+            "0-1h": {
+              "type": "number",
+              "description": "Number of conversations with first response time less than 1 hour"
+            },
+            "1-4h": {
+              "type": "number",
+              "description": "Number of conversations with first response time between 1-4 hours"
+            },
+            "4-8h": {
+              "type": "number",
+              "description": "Number of conversations with first response time between 4-8 hours"
+            },
+            "8-24h": {
+              "type": "number",
+              "description": "Number of conversations with first response time between 8-24 hours"
+            },
+            "24h+": {
+              "type": "number",
+              "description": "Number of conversations with first response time greater than 24 hours"
+            }
+          }
+        },
+        "example": {
+          "Channel::WebWidget": {
+            "0-1h": 150,
+            "1-4h": 80,
+            "4-8h": 45,
+            "8-24h": 30,
+            "24h+": 15
+          },
+          "Channel::Api": {
+            "0-1h": 75,
+            "1-4h": 40,
+            "4-8h": 20,
+            "8-24h": 10,
+            "24h+": 5
+          }
+        }
+      },
+      "inbox_label_matrix": {
+        "type": "object",
+        "description": "Inbox-label matrix report showing the count of conversations for each inbox-label combination.",
+        "properties": {
+          "inboxes": {
+            "type": "array",
+            "description": "List of inboxes included in the report",
+            "items": {
+              "type": "object",
+              "properties": {
+                "id": {
+                  "type": "number",
+                  "description": "The inbox ID"
+                },
+                "name": {
+                  "type": "string",
+                  "description": "The inbox name"
+                }
+              }
+            }
+          },
+          "labels": {
+            "type": "array",
+            "description": "List of labels included in the report",
+            "items": {
+              "type": "object",
+              "properties": {
+                "id": {
+                  "type": "number",
+                  "description": "The label ID"
+                },
+                "title": {
+                  "type": "string",
+                  "description": "The label title"
+                }
+              }
+            }
+          },
+          "matrix": {
+            "type": "array",
+            "description": "2D array where matrix[i][j] represents the count of conversations in inboxes[i] with labels[j]",
+            "items": {
+              "type": "array",
+              "items": {
+                "type": "number"
+              }
+            }
+          }
+        },
+        "example": {
+          "inboxes": [
+            {
+              "id": 1,
+              "name": "Website Chat"
+            },
+            {
+              "id": 2,
+              "name": "Email Support"
+            }
+          ],
+          "labels": [
+            {
+              "id": 1,
+              "title": "bug"
+            },
+            {
+              "id": 2,
+              "title": "feature-request"
+            },
+            {
+              "id": 3,
+              "title": "urgent"
+            }
+          ],
+          "matrix": [
+            [
+              10,
+              5,
+              3
+            ],
+            [
+              8,
+              12,
+              2
+            ]
+          ]
+        }
+      },
+      "outgoing_messages_count": {
+        "type": "array",
+        "description": "Outgoing messages count report grouped by entity (agent, team, inbox, or label).",
+        "items": {
+          "type": "object",
+          "properties": {
+            "id": {
+              "type": "number",
+              "description": "The ID of the grouped entity (agent, team, inbox, or label)."
+            },
+            "name": {
+              "type": "string",
+              "description": "The name of the grouped entity."
+            },
+            "outgoing_messages_count": {
+              "type": "number",
+              "description": "The total number of outgoing messages for this entity in the given time range."
+            }
+          }
+        },
+        "example": [
+          {
+            "id": 1,
+            "name": "Agent One",
+            "outgoing_messages_count": 42
+          },
+          {
+            "id": 2,
+            "name": "Agent Two",
+            "outgoing_messages_count": 18
+          }
+        ]
+      },
+      "inbox_summary": {
+        "type": "array",
+        "description": "Inbox summary report containing conversation statistics grouped by inbox.",
+        "items": {
+          "type": "object",
+          "properties": {
+            "id": {
+              "type": "number",
+              "description": "The inbox ID"
+            },
+            "conversations_count": {
+              "type": "number",
+              "description": "Number of conversations created in the inbox during the date range"
+            },
+            "resolved_conversations_count": {
+              "type": "number",
+              "description": "Number of conversations resolved in the inbox during the date range"
+            },
+            "avg_resolution_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) to resolve conversations. Null if no data available."
+            },
+            "avg_first_response_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) for the first response. Null if no data available."
+            },
+            "avg_reply_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) between replies. Null if no data available."
+            }
+          }
+        },
+        "example": [
+          {
+            "id": 1,
+            "conversations_count": 150,
+            "resolved_conversations_count": 120,
+            "avg_resolution_time": 3600,
+            "avg_first_response_time": 300,
+            "avg_reply_time": 600
+          },
+          {
+            "id": 2,
+            "conversations_count": 75,
+            "resolved_conversations_count": 60,
+            "avg_resolution_time": 1800,
+            "avg_first_response_time": 180,
+            "avg_reply_time": 420
+          }
+        ]
+      },
+      "agent_summary": {
+        "type": "array",
+        "description": "Agent summary report containing conversation statistics grouped by agent.",
+        "items": {
+          "type": "object",
+          "properties": {
+            "id": {
+              "type": "number",
+              "description": "The agent (user) ID"
+            },
+            "conversations_count": {
+              "type": "number",
+              "description": "Number of conversations assigned to the agent during the date range"
+            },
+            "resolved_conversations_count": {
+              "type": "number",
+              "description": "Number of conversations resolved by the agent during the date range"
+            },
+            "avg_resolution_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) to resolve conversations. Null if no data available."
+            },
+            "avg_first_response_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) for the first response. Null if no data available."
+            },
+            "avg_reply_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) between replies. Null if no data available."
+            }
+          }
+        },
+        "example": [
+          {
+            "id": 1,
+            "conversations_count": 150,
+            "resolved_conversations_count": 120,
+            "avg_resolution_time": 3600,
+            "avg_first_response_time": 300,
+            "avg_reply_time": 600
+          },
+          {
+            "id": 2,
+            "conversations_count": 75,
+            "resolved_conversations_count": 60,
+            "avg_resolution_time": 1800,
+            "avg_first_response_time": 180,
+            "avg_reply_time": 420
+          }
+        ]
+      },
+      "team_summary": {
+        "type": "array",
+        "description": "Team summary report containing conversation statistics grouped by team.",
+        "items": {
+          "type": "object",
+          "properties": {
+            "id": {
+              "type": "number",
+              "description": "The team ID"
+            },
+            "conversations_count": {
+              "type": "number",
+              "description": "Number of conversations assigned to the team during the date range"
+            },
+            "resolved_conversations_count": {
+              "type": "number",
+              "description": "Number of conversations resolved by the team during the date range"
+            },
+            "avg_resolution_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) to resolve conversations. Null if no data available."
+            },
+            "avg_first_response_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) for the first response. Null if no data available."
+            },
+            "avg_reply_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) between replies. Null if no data available."
+            }
+          }
+        },
+        "example": [
+          {
+            "id": 1,
+            "conversations_count": 250,
+            "resolved_conversations_count": 200,
+            "avg_resolution_time": 2800,
+            "avg_first_response_time": 240,
+            "avg_reply_time": 500
+          },
+          {
+            "id": 2,
+            "conversations_count": 180,
+            "resolved_conversations_count": 150,
+            "avg_resolution_time": 2400,
+            "avg_first_response_time": 200,
+            "avg_reply_time": 450
+          }
+        ]
+      },
       "contact_detail": {
         "type": "object",
         "properties": {

swagger/tag_groups/platform_swagger.json

@@ -4600,6 +4600,335 @@
           }
         }
       },
+      "first_response_time_distribution": {
+        "type": "object",
+        "description": "First response time distribution report grouped by channel type. Shows the count of conversations with first response times in different time buckets.",
+        "additionalProperties": {
+          "type": "object",
+          "description": "First response time distribution for a specific channel type (e.g., Channel::WebWidget, Channel::Api)",
+          "properties": {
+            "0-1h": {
+              "type": "number",
+              "description": "Number of conversations with first response time less than 1 hour"
+            },
+            "1-4h": {
+              "type": "number",
+              "description": "Number of conversations with first response time between 1-4 hours"
+            },
+            "4-8h": {
+              "type": "number",
+              "description": "Number of conversations with first response time between 4-8 hours"
+            },
+            "8-24h": {
+              "type": "number",
+              "description": "Number of conversations with first response time between 8-24 hours"
+            },
+            "24h+": {
+              "type": "number",
+              "description": "Number of conversations with first response time greater than 24 hours"
+            }
+          }
+        },
+        "example": {
+          "Channel::WebWidget": {
+            "0-1h": 150,
+            "1-4h": 80,
+            "4-8h": 45,
+            "8-24h": 30,
+            "24h+": 15
+          },
+          "Channel::Api": {
+            "0-1h": 75,
+            "1-4h": 40,
+            "4-8h": 20,
+            "8-24h": 10,
+            "24h+": 5
+          }
+        }
+      },
+      "inbox_label_matrix": {
+        "type": "object",
+        "description": "Inbox-label matrix report showing the count of conversations for each inbox-label combination.",
+        "properties": {
+          "inboxes": {
+            "type": "array",
+            "description": "List of inboxes included in the report",
+            "items": {
+              "type": "object",
+              "properties": {
+                "id": {
+                  "type": "number",
+                  "description": "The inbox ID"
+                },
+                "name": {
+                  "type": "string",
+                  "description": "The inbox name"
+                }
+              }
+            }
+          },
+          "labels": {
+            "type": "array",
+            "description": "List of labels included in the report",
+            "items": {
+              "type": "object",
+              "properties": {
+                "id": {
+                  "type": "number",
+                  "description": "The label ID"
+                },
+                "title": {
+                  "type": "string",
+                  "description": "The label title"
+                }
+              }
+            }
+          },
+          "matrix": {
+            "type": "array",
+            "description": "2D array where matrix[i][j] represents the count of conversations in inboxes[i] with labels[j]",
+            "items": {
+              "type": "array",
+              "items": {
+                "type": "number"
+              }
+            }
+          }
+        },
+        "example": {
+          "inboxes": [
+            {
+              "id": 1,
+              "name": "Website Chat"
+            },
+            {
+              "id": 2,
+              "name": "Email Support"
+            }
+          ],
+          "labels": [
+            {
+              "id": 1,
+              "title": "bug"
+            },
+            {
+              "id": 2,
+              "title": "feature-request"
+            },
+            {
+              "id": 3,
+              "title": "urgent"
+            }
+          ],
+          "matrix": [
+            [
+              10,
+              5,
+              3
+            ],
+            [
+              8,
+              12,
+              2
+            ]
+          ]
+        }
+      },
+      "outgoing_messages_count": {
+        "type": "array",
+        "description": "Outgoing messages count report grouped by entity (agent, team, inbox, or label).",
+        "items": {
+          "type": "object",
+          "properties": {
+            "id": {
+              "type": "number",
+              "description": "The ID of the grouped entity (agent, team, inbox, or label)."
+            },
+            "name": {
+              "type": "string",
+              "description": "The name of the grouped entity."
+            },
+            "outgoing_messages_count": {
+              "type": "number",
+              "description": "The total number of outgoing messages for this entity in the given time range."
+            }
+          }
+        },
+        "example": [
+          {
+            "id": 1,
+            "name": "Agent One",
+            "outgoing_messages_count": 42
+          },
+          {
+            "id": 2,
+            "name": "Agent Two",
+            "outgoing_messages_count": 18
+          }
+        ]
+      },
+      "inbox_summary": {
+        "type": "array",
+        "description": "Inbox summary report containing conversation statistics grouped by inbox.",
+        "items": {
+          "type": "object",
+          "properties": {
+            "id": {
+              "type": "number",
+              "description": "The inbox ID"
+            },
+            "conversations_count": {
+              "type": "number",
+              "description": "Number of conversations created in the inbox during the date range"
+            },
+            "resolved_conversations_count": {
+              "type": "number",
+              "description": "Number of conversations resolved in the inbox during the date range"
+            },
+            "avg_resolution_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) to resolve conversations. Null if no data available."
+            },
+            "avg_first_response_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) for the first response. Null if no data available."
+            },
+            "avg_reply_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) between replies. Null if no data available."
+            }
+          }
+        },
+        "example": [
+          {
+            "id": 1,
+            "conversations_count": 150,
+            "resolved_conversations_count": 120,
+            "avg_resolution_time": 3600,
+            "avg_first_response_time": 300,
+            "avg_reply_time": 600
+          },
+          {
+            "id": 2,
+            "conversations_count": 75,
+            "resolved_conversations_count": 60,
+            "avg_resolution_time": 1800,
+            "avg_first_response_time": 180,
+            "avg_reply_time": 420
+          }
+        ]
+      },
+      "agent_summary": {
+        "type": "array",
+        "description": "Agent summary report containing conversation statistics grouped by agent.",
+        "items": {
+          "type": "object",
+          "properties": {
+            "id": {
+              "type": "number",
+              "description": "The agent (user) ID"
+            },
+            "conversations_count": {
+              "type": "number",
+              "description": "Number of conversations assigned to the agent during the date range"
+            },
+            "resolved_conversations_count": {
+              "type": "number",
+              "description": "Number of conversations resolved by the agent during the date range"
+            },
+            "avg_resolution_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) to resolve conversations. Null if no data available."
+            },
+            "avg_first_response_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) for the first response. Null if no data available."
+            },
+            "avg_reply_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) between replies. Null if no data available."
+            }
+          }
+        },
+        "example": [
+          {
+            "id": 1,
+            "conversations_count": 150,
+            "resolved_conversations_count": 120,
+            "avg_resolution_time": 3600,
+            "avg_first_response_time": 300,
+            "avg_reply_time": 600
+          },
+          {
+            "id": 2,
+            "conversations_count": 75,
+            "resolved_conversations_count": 60,
+            "avg_resolution_time": 1800,
+            "avg_first_response_time": 180,
+            "avg_reply_time": 420
+          }
+        ]
+      },
+      "team_summary": {
+        "type": "array",
+        "description": "Team summary report containing conversation statistics grouped by team.",
+        "items": {
+          "type": "object",
+          "properties": {
+            "id": {
+              "type": "number",
+              "description": "The team ID"
+            },
+            "conversations_count": {
+              "type": "number",
+              "description": "Number of conversations assigned to the team during the date range"
+            },
+            "resolved_conversations_count": {
+              "type": "number",
+              "description": "Number of conversations resolved by the team during the date range"
+            },
+            "avg_resolution_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) to resolve conversations. Null if no data available."
+            },
+            "avg_first_response_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) for the first response. Null if no data available."
+            },
+            "avg_reply_time": {
+              "type": "number",
+              "nullable": true,
+              "description": "Average time (in seconds) between replies. Null if no data available."
+            }
+          }
+        },
+        "example": [
+          {
+            "id": 1,
+            "conversations_count": 250,
+            "resolved_conversations_count": 200,
+            "avg_resolution_time": 2800,
+            "avg_first_response_time": 240,
+            "avg_reply_time": 500
+          },
+          {
+            "id": 2,
+            "conversations_count": 180,
+            "resolved_conversations_count": 150,
+            "avg_resolution_time": 2400,
+            "avg_first_response_time": 200,
+            "avg_reply_time": 450
+          }
+        ]
+      },
       "contact_detail": {
         "type": "object",
         "properties": {