feat(llm): add Responses API client

Instagram inbox creation and WhatsApp embedded signup on Chatwoot Cloud
now reflect the temporary Meta restriction. Instagram is hidden from
onboarding on Cloud, while the regular Instagram inbox creation page
shows a disabled action with a status-linked amber warning. WhatsApp
embedded signup on Cloud stays visible with its connect action disabled.
WhatsApp Call setup always uses the manual WhatsApp form.

Existing Instagram conversations and Instagram inbox settings on Cloud
also show amber warning banners with the public incident link.
Self-hosted installations keep their existing Instagram, WhatsApp, and
WhatsApp Call setup behavior because the temporary restriction is based
only on the Chatwoot Cloud environment check.

---------

Co-authored-by: Muhsin <12408980+muhsin-k@users.noreply.github.com>
Co-authored-by: Sivin Varghese <64252451+iamsivin@users.noreply.github.com>

app/controllers/api/v1/accounts/microsoft/authorizations_controller.rb

@@ -6,7 +6,10 @@ class Api::V1::Accounts::Microsoft::AuthorizationsController < Api::V1::Accounts
       {
         redirect_uri: "#{base_url}/microsoft/callback",
         scope: scope,
-        state: state
+        state: state,
+        # Force the Microsoft account picker so an already-signed-in account does not
+        # silently authorize and re-bind to an existing inbox in the new-inbox flow.
+        prompt: 'select_account'
       }
     )
     if redirect_url

app/controllers/concerns/hmac_concern.rb

@@ -1,30 +1,5 @@
 module HmacConcern
   def hmac_verified?
-    return false unless hmac_verification_params_valid?
-
-    expected_hash = OpenSSL::HMAC.hexdigest(
-      'sha256',
-      hmac_channel.hmac_token,
-      @contact.identifier
-    )
-    identifier_hash = params[:identifier_hash].to_s
-    return false unless identifier_hash.bytesize == expected_hash.bytesize
-
-    ActiveSupport::SecurityUtils.secure_compare(identifier_hash, expected_hash)
-  end
-
-  private
-
-  def hmac_verification_params_valid?
-    params[:identifier_hash].present? &&
-      @contact&.identifier.present? &&
-      params[:identifier].to_s == @contact.identifier &&
-      hmac_channel.present?
-  end
-
-  def hmac_channel
-    return if @inbox.blank?
-
-    @hmac_channel ||= @inbox.channel if @inbox.channel.respond_to?(:hmac_token)
+    ActiveModel::Type::Boolean.new.cast(params[:hmac_verified]).present?
   end
 end

app/controllers/public/api/v1/inboxes/contacts_controller.rb

@@ -18,7 +18,8 @@ class Public::Api::V1::Inboxes::ContactsController < Public::Api::V1::InboxesCon
       contact: @contact_inbox.contact,
       params: permitted_params.to_h.deep_symbolize_keys.except(:identifier)
     )
-    render json: contact_identify_action.perform
+    contact_identify_action.perform
+    @contact_inbox.reload
   end
 
   private

app/javascript/dashboard/api/captain/assistant.js

@@ -37,6 +37,20 @@ class CaptainAssistant extends ApiClient {
       params: { range, timezone_offset: getTimezoneOffset() },
     });
   }
+
+  getDrilldown({ assistantId, metric, range, page, signal }) {
+    const requestConfig = {
+      params: {
+        metric,
+        range,
+        timezone_offset: getTimezoneOffset(),
+        page,
+      },
+    };
+    if (signal) requestConfig.signal = signal;
+
+    return axios.get(`${this.url}/${assistantId}/drilldown`, requestConfig);
+  }
 }
 
 export default new CaptainAssistant();

app/javascript/dashboard/components-next/captain/pageComponents/overview/AssistantDrilldownDrawer.vue

@@ -0,0 +1,234 @@
+<script setup>
+import { computed, nextTick, onBeforeUnmount, ref, watch } from 'vue';
+import { useEventListener } from '@vueuse/core';
+import { useI18n } from 'vue-i18n';
+import CaptainAssistant from 'dashboard/api/captain/assistant';
+import { useReportDrilldown } from 'dashboard/routes/dashboard/settings/reports/composables/useReportDrilldown';
+import ReportDrilldownCard from 'dashboard/routes/dashboard/settings/reports/components/ReportDrilldownCard.vue';
+import Button from 'dashboard/components-next/button/Button.vue';
+import Spinner from 'dashboard/components-next/spinner/Spinner.vue';
+import TeleportWithDirection from 'dashboard/components-next/TeleportWithDirection.vue';
+
+const props = defineProps({
+  open: { type: Boolean, default: false },
+  assistantId: { type: [String, Number], default: null },
+  metric: { type: String, default: '' },
+  metricName: { type: String, default: '' },
+  metricValue: { type: String, default: '' },
+  range: { type: String, default: '' },
+});
+
+const emit = defineEmits(['close']);
+
+const { t } = useI18n();
+const drawerRef = ref(null);
+const {
+  records,
+  meta,
+  isFetching,
+  isFetchingMore,
+  hasError,
+  hasRecords,
+  hasMore,
+  open: openDrilldown,
+  close,
+  loadMore,
+} = useReportDrilldown(params => CaptainAssistant.getDrilldown(params));
+
+let previousActiveElement = null;
+
+const isOpen = computed(() => props.open);
+const title = computed(() => props.metricName || '');
+
+const subtitle = computed(() => {
+  if (!meta.value.conversation_count) return '';
+
+  return t('CAPTAIN.OVERVIEW.DRILLDOWN.RESULT_COUNT_CONVERSATION', {
+    count: meta.value.conversation_count,
+  });
+});
+
+const recordKey = record => `${record.conversation?.id}-${record.occurred_at}`;
+
+const restoreFocus = () => {
+  if (previousActiveElement?.isConnected) {
+    previousActiveElement.focus();
+  }
+  previousActiveElement = null;
+};
+
+const closeDrawer = () => {
+  close();
+  emit('close');
+  restoreFocus();
+};
+
+const rememberActiveElement = () => {
+  if (previousActiveElement) return;
+
+  previousActiveElement =
+    document.activeElement instanceof HTMLElement
+      ? document.activeElement
+      : null;
+};
+
+const focusDrawer = () => {
+  nextTick(() => drawerRef.value?.focus());
+};
+
+const fetchDrilldown = () => {
+  if (!props.metric || !props.assistantId) return;
+
+  openDrilldown({
+    assistantId: props.assistantId,
+    metric: props.metric,
+    range: props.range,
+  });
+};
+
+const onKeydown = event => {
+  if (!isOpen.value) return;
+
+  if (event.key === 'Escape') {
+    event.preventDefault();
+    event.stopPropagation();
+    closeDrawer();
+  }
+};
+
+useEventListener(document, 'keydown', onKeydown);
+
+watch(
+  () => props.open,
+  isDrawerOpen => {
+    if (!isDrawerOpen) {
+      close();
+      restoreFocus();
+      return;
+    }
+
+    rememberActiveElement();
+    fetchDrilldown();
+    focusDrawer();
+  },
+  { immediate: true }
+);
+
+watch(
+  () => [props.metric, props.range],
+  () => {
+    if (props.open) fetchDrilldown();
+  }
+);
+
+// The drawer's headline value is a snapshot of the previous assistant's card,
+// so switching assistants (e.g. browser Back/Forward) closes it instead of
+// refetching records that would no longer match the header.
+watch(
+  () => props.assistantId,
+  () => {
+    if (props.open) closeDrawer();
+  }
+);
+
+onBeforeUnmount(() => {
+  restoreFocus();
+});
+</script>
+
+<template>
+  <TeleportWithDirection to="body">
+    <Transition name="report-drilldown-fade">
+      <div
+        v-if="isOpen"
+        class="fixed inset-0 z-50 bg-black/30"
+        role="presentation"
+        @click.self="closeDrawer"
+      >
+        <aside
+          ref="drawerRef"
+          class="fixed inset-y-0 end-0 flex w-full max-w-xl flex-col bg-n-solid-1 shadow-xl outline outline-1 outline-n-container"
+          role="dialog"
+          aria-modal="true"
+          :aria-label="title"
+          tabindex="-1"
+        >
+          <header
+            class="flex items-start justify-between gap-4 border-b border-n-weak px-6 py-5"
+          >
+            <div class="min-w-0">
+              <h2 class="truncate text-base font-medium text-n-slate-12">
+                {{ title }}
+              </h2>
+              <p
+                v-if="metricValue"
+                class="mt-1 text-xl font-semibold text-n-slate-12"
+              >
+                {{ metricValue }}
+              </p>
+              <div
+                class="text-sm text-n-slate-11"
+                :class="{
+                  'mt-2': metricValue,
+                  'mt-1': !metricValue,
+                }"
+              >
+                {{ subtitle }}
+              </div>
+            </div>
+            <Button
+              ghost
+              slate
+              size="sm"
+              icon="i-ph-x"
+              :aria-label="$t('CAPTAIN.OVERVIEW.DRILLDOWN.CLOSE')"
+              @click="closeDrawer"
+            />
+          </header>
+
+          <div class="min-h-0 flex-1 overflow-y-auto px-5 py-3">
+            <div
+              v-if="isFetching"
+              class="flex h-40 items-center justify-center"
+            >
+              <Spinner />
+            </div>
+
+            <div
+              v-else-if="hasError"
+              class="flex h-40 items-center justify-center text-sm text-n-ruby-11"
+            >
+              {{ $t('CAPTAIN.OVERVIEW.DRILLDOWN.ERROR') }}
+            </div>
+
+            <div
+              v-else-if="!hasRecords"
+              class="flex h-40 items-center justify-center text-sm text-n-slate-10"
+            >
+              {{ $t('CAPTAIN.OVERVIEW.DRILLDOWN.EMPTY') }}
+            </div>
+
+            <div v-else class="flex flex-col gap-2">
+              <ReportDrilldownCard
+                v-for="record in records"
+                :key="recordKey(record)"
+                :record="record"
+              />
+
+              <Button
+                v-if="hasMore"
+                faded
+                slate
+                size="sm"
+                class="mx-auto mt-2"
+                :label="$t('CAPTAIN.OVERVIEW.DRILLDOWN.LOAD_MORE')"
+                :is-loading="isFetchingMore"
+                @click="loadMore"
+              />
+            </div>
+          </div>
+        </aside>
+      </div>
+    </Transition>
+  </TeleportWithDirection>
+</template>

app/javascript/dashboard/components-next/captain/pageComponents/overview/MetricCard.vue

@@ -8,16 +8,35 @@ const props = defineProps({
   hint: { type: String, default: '' },
   // null = neutral, true = good direction, false = bad direction
   trendGood: { type: Boolean, default: null },
+  clickable: { type: Boolean, default: false },
 });
 
+const emit = defineEmits(['click']);
+
 const trendClass = computed(() => {
   if (props.trendGood === null) return 'text-n-slate-11';
   return props.trendGood ? 'text-n-teal-11' : 'text-n-ruby-11';
 });
+
+const onActivate = () => {
+  if (props.clickable) emit('click');
+};
 </script>
 
 <template>
-  <div class="flex flex-col gap-3 p-5 group bg-n-solid-1">
+  <div
+    class="flex flex-col gap-3 p-5 group bg-n-solid-1"
+    :class="
+      clickable
+        ? 'cursor-pointer transition-colors hover:bg-n-slate-2/50 focus-visible:outline focus-visible:outline-2 focus-visible:outline-n-brand'
+        : ''
+    "
+    :role="clickable ? 'button' : undefined"
+    :tabindex="clickable ? 0 : undefined"
+    @click="onActivate"
+    @keydown.enter.self.prevent="onActivate"
+    @keydown.space.self.prevent="onActivate"
+  >
     <div class="flex items-center gap-1.5">
       <span class="text-sm font-medium text-n-slate-11">{{ label }}</span>
       <span

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

@@ -44,6 +44,12 @@ const showChatSupport = computed(() => {
   );
 });
 
+const toggleChatSupport = () => {
+  if (window.$chatwoot) {
+    window.$chatwoot.toggle();
+  }
+};
+
 const menuItems = computed(() => {
   return [
     {
@@ -51,9 +57,7 @@ const menuItems = computed(() => {
       showOnCustomBrandedInstance: false,
       label: t('SIDEBAR_ITEMS.CONTACT_SUPPORT'),
       icon: 'i-lucide-life-buoy',
-      click: () => {
-        window.$chatwoot.toggle();
-      },
+      click: toggleChatSupport,
     },
     {
       show: true,

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

@@ -1,7 +1,6 @@
 <script setup>
 import { computed } from 'vue';
 import ChannelSelector from '../ChannelSelector.vue';
-import { IS_INSTAGRAM_WHATSAPP_INBOX_CREATION_DISABLED } from 'dashboard/constants/globals';
 
 const props = defineProps({
   channel: {
@@ -21,10 +20,7 @@ const hasFbConfigured = computed(() => {
 });
 
 const hasInstagramConfigured = computed(() => {
-  return (
-    !IS_INSTAGRAM_WHATSAPP_INBOX_CREATION_DISABLED &&
-    window.chatwootConfig?.instagramAppId
-  );
+  return window.chatwootConfig?.instagramAppId;
 });
 
 const hasTiktokConfigured = computed(() => {
@@ -56,19 +52,10 @@ const isActive = computed(() => {
     return props.enabledFeatures.channel_tiktok && hasTiktokConfigured.value;
   }
 
-  if (key === 'voice') {
+  if (key === 'voice' || key === 'whatsapp_call') {
     return props.enabledFeatures.channel_voice;
   }
 
-  if (key === 'whatsapp_call') {
-    return (
-      !IS_INSTAGRAM_WHATSAPP_INBOX_CREATION_DISABLED &&
-      props.enabledFeatures.channel_voice &&
-      !!window.chatwootConfig?.whatsappAppId &&
-      window.chatwootConfig.whatsappAppId !== 'none'
-    );
-  }
-
   return [
     'website',
     'twilio',

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

@@ -62,6 +62,7 @@ import {
   calculateMenuPosition,
   getEffectiveChannelType,
   stripUnsupportedFormatting,
+  createVariableInputRule,
 } from 'dashboard/helper/editorHelper';
 import {
   hasPressedEnterAndNotCmdOrShift,
@@ -306,6 +307,10 @@ const plugins = computed(() => {
       searchTerm: variableSearchTerm,
       isAllowed: () => !props.isPrivate,
     }),
+    createVariableInputRule({
+      isPrivate: () => props.isPrivate,
+      getVariables: () => props.variables,
+    }),
     createSuggestionPlugin({
       trigger: ':',
       minChars: 2,

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

@@ -33,7 +33,9 @@ import {
 // constants
 import { BUS_EVENTS } from 'shared/constants/busEvents';
 import { REPLY_POLICY } from 'shared/constants/links';
-import wootConstants from 'dashboard/constants/globals';
+import wootConstants, {
+  META_RESTRICTION_STATUS_URL,
+} from 'dashboard/constants/globals';
 import { LOCAL_STORAGE_KEYS } from 'dashboard/constants/localStorage';
 import { INBOX_TYPES } from 'dashboard/helper/inbox';
 
@@ -93,6 +95,7 @@ export default {
       currentUserId: 'getCurrentUserID',
       listLoadingStatus: 'getAllMessagesLoaded',
       currentAccountId: 'getCurrentAccountId',
+      isOnChatwootCloud: 'globalConfig/isOnChatwootCloud',
     }),
     isOpen() {
       return this.currentChat?.status === wootConstants.STATUS_TYPE.OPEN;
@@ -170,6 +173,12 @@ export default {
         instagramInbox
       );
     },
+    isInstagramRestrictionBannerVisible() {
+      return this.isOnChatwootCloud && this.isAnInstagramChannel;
+    },
+    instagramRestrictionStatusUrl() {
+      return META_RESTRICTION_STATUS_URL;
+    },
 
     replyWindowBannerMessage() {
       if (this.isAWhatsAppChannel) {
@@ -455,7 +464,15 @@ export default {
   >
     <div ref="topBannerRef">
       <Banner
-        v-if="!currentChat.can_reply"
+        v-if="isInstagramRestrictionBannerVisible"
+        color-scheme="warning"
+        class="mx-2 mt-2 overflow-hidden rounded-lg"
+        :banner-message="$t('CONVERSATION.INSTAGRAM_RESTRICTION_BANNER')"
+        :href-link="instagramRestrictionStatusUrl"
+        :href-link-text="$t('CONVERSATION.INSTAGRAM_RESTRICTION_STATUS_LINK')"
+      />
+      <Banner
+        v-else-if="!currentChat.can_reply"
         color-scheme="alert"
         class="mx-2 mt-2 overflow-hidden rounded-lg"
         :banner-message="replyWindowBannerMessage"

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

@@ -48,6 +48,8 @@ import {
   appendSignature,
   removeSignature,
   getEffectiveChannelType,
+  getAgentVariables,
+  getContactVariables,
 } from 'dashboard/helper/editorHelper';
 import { useCopilotReply } from 'dashboard/composables/useCopilotReply';
 import { useKbd } from 'dashboard/composables/utils/useKbd';
@@ -393,7 +395,13 @@ export default {
         contact: this.currentContact,
         inbox: this.inbox,
       });
-      return variables;
+      // Match the backend drops: names are Ruby-capitalized and
+      // {{agent.*}} is the message sender, not the assignee.
+      return {
+        ...variables,
+        ...getContactVariables(this.currentContact),
+        ...getAgentVariables(this.currentUser),
+      };
     },
     connectedPortalSlug() {
       const { help_center: portal = {} } = this.inbox;

app/javascript/dashboard/constants/globals.js

@@ -78,8 +78,5 @@ export default {
   },
 };
 export const DEFAULT_REDIRECT_URL = '/app/';
-
-// Temporarily disables Instagram and WhatsApp inbox creation
-// (WhatsApp embedded signup popup, Instagram OAuth, WhatsApp Call).
-// Flip to false when the channels are brought back.
-export const IS_INSTAGRAM_WHATSAPP_INBOX_CREATION_DISABLED = true;
+export const META_RESTRICTION_STATUS_URL =
+  'https://status.chatwoot.com/incident/948346';

app/javascript/dashboard/helper/editorHelper.js

@@ -9,6 +9,7 @@ import * as Sentry from '@sentry/vue';
 import camelcaseKeys from 'camelcase-keys';
 import { FORMATTING, MARKDOWN_PATTERNS } from 'dashboard/constants/editor';
 import { INBOX_TYPES, TWILIO_CHANNEL_MEDIUM } from 'dashboard/helper/inbox';
+import { InputRule, inputRules } from 'prosemirror-inputrules';
 
 /**
  * Extract text from markdown, and remove all images, code blocks, links, headers, bold, italic, lists etc.
@@ -428,6 +429,55 @@ export function stripUnsupportedFormatting(content, schema) {
  * - emoji
  */
 
+// Liquid delimiters ({{ }} / {% %}) the backend evaluates on send.
+const LIQUID_SYNTAX = /\{\{|\{%/;
+
+// Value when set (and not itself Liquid), else the {{placeholder}} for the backend.
+export const resolveVariableText = (key, variables) => {
+  const value = String(variables?.[key] ?? '');
+  return value && !LIQUID_SYNTAX.test(value) ? value : `{{${key}}}`;
+};
+
+// Name variables normalized like the backend drops (UserDrop/ContactDrop):
+// name split on whitespace, each word Ruby-capitalized (rest downcased).
+const getNameVariables = (prefix, name) => {
+  const names = (name || '')
+    .split(/\s+/)
+    .filter(Boolean)
+    .map(word => word.charAt(0).toUpperCase() + word.slice(1).toLowerCase());
+  return {
+    [`${prefix}.name`]: names.join(' '),
+    [`${prefix}.first_name`]: names[0] || '',
+    [`${prefix}.last_name`]: names.length > 1 ? names[names.length - 1] : '',
+  };
+};
+
+// {{agent.*}} values for the message sender.
+export const getAgentVariables = user => ({
+  ...getNameVariables('agent', user.name),
+  'agent.email': user.email,
+});
+
+// {{contact.*}} name values.
+export const getContactVariables = contact =>
+  getNameVariables('contact', contact?.name);
+
+// Resolves a manually typed {{variable}} to its value on the closing braces.
+// Leaves the placeholder when there's no value, the value is Liquid, or it's a private note.
+export const createVariableInputRule = ({ isPrivate, getVariables }) => {
+  const rule = new InputRule(
+    /\{\{([^{}]+)\}\}$/,
+    (editorState, match, from, to) => {
+      if (isPrivate()) return null;
+      const [, key] = match;
+      const text = resolveVariableText(key, getVariables());
+      if (text === `{{${key}}}`) return null;
+      return editorState.tr.insertText(text, from, to);
+    }
+  );
+  return inputRules({ rules: [rule] });
+};
+
 /**
  * Centralized node creation function that handles the creation of different types of nodes based on the specified type.
  * @param {Object} editorView - The editor view instance.
@@ -462,7 +512,7 @@ const createNode = (editorView, nodeType, content) => {
       );
     }
     case 'variable':
-      return state.schema.text(`{{${content}}}`);
+      return state.schema.text(content);
     case 'emoji':
       return state.schema.text(content);
     case 'tool': {
@@ -497,8 +547,12 @@ const nodeCreators = {
       to,
     };
   },
-  variable: (editorView, content, from, to) => ({
-    node: createNode(editorView, 'variable', content),
+  variable: (editorView, content, from, to, variables) => ({
+    node: createNode(
+      editorView,
+      'variable',
+      resolveVariableText(content, variables)
+    ),
     from,
     to,
   }),

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

@@ -94,16 +94,56 @@ describe('getContentNode', () => {
   });
 
   describe('getVariableNode', () => {
-    it('should create a variable node', () => {
-      const content = 'name';
-      const from = 0;
-      const to = 10;
-      getContentNode(editorView, 'variable', content, {
-        from,
-        to,
-      });
+    it('should render the resolved value directly when the variable has a value', () => {
+      getContentNode(
+        editorView,
+        'variable',
+        'contact.name',
+        { from: 0, to: 10 },
+        { 'contact.name': 'John' }
+      );
 
-      expect(editorView.state.schema.text).toHaveBeenCalledWith('{{name}}');
+      expect(editorView.state.schema.text).toHaveBeenCalledWith('John');
+    });
+
+    it('should resolve camelCase custom attributes and non-string values', () => {
+      getContentNode(
+        editorView,
+        'variable',
+        'contact.custom_attribute.cloudCustomer',
+        { from: 0, to: 10 },
+        { 'contact.custom_attribute.cloudCustomer': true }
+      );
+
+      expect(editorView.state.schema.text).toHaveBeenCalledWith('true');
+    });
+
+    it('should keep the placeholder when the variable has no value', () => {
+      getContentNode(
+        editorView,
+        'variable',
+        'contact.email',
+        { from: 0, to: 10 },
+        {}
+      );
+
+      expect(editorView.state.schema.text).toHaveBeenCalledWith(
+        '{{contact.email}}'
+      );
+    });
+
+    it('should keep the placeholder when the value contains Liquid syntax', () => {
+      getContentNode(
+        editorView,
+        'variable',
+        'contact.name',
+        { from: 0, to: 10 },
+        { 'contact.name': '{{agent.email}}' }
+      );
+
+      expect(editorView.state.schema.text).toHaveBeenCalledWith(
+        '{{contact.name}}'
+      );
     });
   });
 

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

@@ -11,9 +11,12 @@ import {
   calculateMenuPosition,
   cleanSignature,
   collapseSelection,
+  createVariableInputRule,
   extractTextFromMarkdown,
   findNodeToInsertImage,
   findSignatureInBody,
+  getAgentVariables,
+  getContactVariables,
   getContentNode,
   getFormattingForEditor,
   getMenuAnchor,
@@ -1228,3 +1231,149 @@ describe('Menu positioning helpers', () => {
     });
   });
 });
+
+describe('getAgentVariables', () => {
+  it('builds agent variables from the user', () => {
+    expect(
+      getAgentVariables({ name: 'John Doe', email: 'john@example.com' })
+    ).toEqual({
+      'agent.name': 'John Doe',
+      'agent.first_name': 'John',
+      'agent.last_name': 'Doe',
+      'agent.email': 'john@example.com',
+    });
+  });
+
+  it('normalizes casing like the backend UserDrop (Ruby capitalize)', () => {
+    const variables = getAgentVariables({ name: 'JANE doE' });
+
+    expect(variables['agent.name']).toBe('Jane Doe');
+    expect(variables['agent.first_name']).toBe('Jane');
+    expect(variables['agent.last_name']).toBe('Doe');
+  });
+
+  it('ignores extra whitespace between words', () => {
+    expect(getAgentVariables({ name: '  john   doe ' })['agent.name']).toBe(
+      'John Doe'
+    );
+  });
+
+  it('leaves last_name empty for single-word names', () => {
+    const variables = getAgentVariables({ name: 'john' });
+
+    expect(variables['agent.first_name']).toBe('John');
+    expect(variables['agent.last_name']).toBe('');
+  });
+
+  it('handles a missing name', () => {
+    const variables = getAgentVariables({ email: 'john@example.com' });
+
+    expect(variables['agent.name']).toBe('');
+    expect(variables['agent.first_name']).toBe('');
+    expect(variables['agent.last_name']).toBe('');
+  });
+});
+
+describe('getContactVariables', () => {
+  it('normalizes casing like the backend ContactDrop (Ruby capitalize)', () => {
+    expect(getContactVariables({ name: 'JANE doE' })).toEqual({
+      'contact.name': 'Jane Doe',
+      'contact.first_name': 'Jane',
+      'contact.last_name': 'Doe',
+    });
+  });
+
+  it('leaves last_name empty for single-word names', () => {
+    const variables = getContactVariables({ name: 'john' });
+
+    expect(variables['contact.first_name']).toBe('John');
+    expect(variables['contact.last_name']).toBe('');
+  });
+
+  it('handles a missing contact', () => {
+    expect(getContactVariables(undefined)['contact.name']).toBe('');
+  });
+});
+
+describe('createVariableInputRule', () => {
+  // Editor holding `{{key}` so we can simulate typing the final `}`.
+  const buildView = (typed, { isPrivate = false, variables = {} } = {}) => {
+    const plugin = createVariableInputRule({
+      isPrivate: () => isPrivate,
+      getVariables: () => variables,
+    });
+    const state = EditorState.create({
+      schema,
+      doc: schema.node('doc', null, [
+        schema.node('paragraph', null, [schema.text(typed)]),
+      ]),
+      plugins: [plugin],
+    });
+    return new EditorView(document.body, { state });
+  };
+
+  // Types the closing `}`; when the rule declines, insert it like the browser would.
+  const typeClosingBrace = view => {
+    const end = view.state.doc.content.size - 1;
+    const handled = view.someProp('handleTextInput', fn =>
+      fn(view, end, end, '}')
+    );
+    if (!handled) {
+      view.dispatch(view.state.tr.insertText('}', end, end));
+    }
+  };
+
+  it('resolves a manually typed {{variable}} to its value on the closing brace', () => {
+    const view = buildView('{{contact.name}', {
+      variables: { 'contact.name': 'John' },
+    });
+
+    typeClosingBrace(view);
+
+    expect(view.state.doc.textContent).toBe('John');
+    view.destroy();
+  });
+
+  it('resolves boolean/non-string values', () => {
+    const view = buildView('{{contact.custom_attribute.cloudCustomer}', {
+      variables: { 'contact.custom_attribute.cloudCustomer': true },
+    });
+
+    typeClosingBrace(view);
+
+    expect(view.state.doc.textContent).toBe('true');
+    view.destroy();
+  });
+
+  it('keeps the placeholder when the variable has no value', () => {
+    const view = buildView('{{contact.email}', { variables: {} });
+
+    typeClosingBrace(view);
+
+    expect(view.state.doc.textContent).toBe('{{contact.email}}');
+    view.destroy();
+  });
+
+  it('keeps the placeholder when the value itself contains Liquid syntax', () => {
+    const view = buildView('{{contact.name}', {
+      variables: { 'contact.name': '{{agent.email}}' },
+    });
+
+    typeClosingBrace(view);
+
+    expect(view.state.doc.textContent).toBe('{{contact.name}}');
+    view.destroy();
+  });
+
+  it('does not resolve inside a private note', () => {
+    const view = buildView('{{contact.name}', {
+      isPrivate: true,
+      variables: { 'contact.name': 'John' },
+    });
+
+    typeClosingBrace(view);
+
+    expect(view.state.doc.textContent).toBe('{{contact.name}}');
+    view.destroy();
+  });
+});

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

@@ -44,6 +44,8 @@
     "TWILIO_WHATSAPP_CAN_REPLY": "You can only reply to this conversation using a template message due to",
     "TWILIO_WHATSAPP_24_HOURS_WINDOW": "24 hour message window restriction",
     "OLD_INSTAGRAM_INBOX_REPLY_BANNER": "This Instagram account was migrated to the new Instagram channel inbox. All new messages will show up there. You won’t be able to send messages from this conversation anymore.",
+    "INSTAGRAM_RESTRICTION_BANNER": "Instagram is currently restricted. Some messages or actions may be delayed or unavailable while we restore full support.",
+    "INSTAGRAM_RESTRICTION_STATUS_LINK": "View status update",
     "REPLYING_TO": "You are replying to:",
     "REMOVE_SELECTION": "Remove Selection",
     "DOWNLOAD": "Download",

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

@@ -58,7 +58,10 @@
         "ERROR_MESSAGE": "There was an error connecting to Instagram, please try again",
         "ERROR_AUTH": "There was an error connecting to Instagram, please try again",
         "NEW_INBOX_SUGGESTION": "This Instagram account was previously linked to a different inbox and has now been migrated here. All new messages will appear here. The old inbox will no longer be able to send or receive messages for this account.",
-        "DUPLICATE_INBOX_BANNER": "This Instagram account was migrated to the new Instagram channel inbox. You won’t be able to send/receive Instagram messages from this inbox anymore."
+        "DUPLICATE_INBOX_BANNER": "This Instagram account was migrated to the new Instagram channel inbox. You won’t be able to send/receive Instagram messages from this inbox anymore.",
+        "RESTRICTED_WARNING": "Instagram inbox creation is temporarily unavailable due to current Instagram platform restrictions. We’ll restore support as soon as possible.",
+        "SETTINGS_RESTRICTED_WARNING": "Instagram is currently restricted. Some messages or actions may be delayed or unavailable while we restore full support.",
+        "STATUS_LINK": "View status update"
       },
       "TIKTOK": {
         "CONTINUE_WITH_TIKTOK": "Continue with TikTok",
@@ -320,6 +323,8 @@
           "SUCCESS_FALLBACK": "WhatsApp Business Account has been successfully configured",
           "MANUAL_FALLBACK": "If your number is already connected to the WhatsApp Business Platform (API), or if you’re a tech provider onboarding your own number, please use the {link} flow",
           "MANUAL_LINK_TEXT": "manual setup flow",
+          "RESTRICTED_WARNING": "WhatsApp embedded signup is temporarily unavailable due to current Meta platform restrictions. We’ll restore support as soon as possible.",
+          "STATUS_LINK": "View status update",
           "CALLING_ENABLE_FAILED": "Your WhatsApp inbox is ready, but voice calling couldn't be turned on — this number isn't enrolled in the WhatsApp Business Calling API yet. Reach out to Meta or your WhatsApp Business Solution Provider to onboard it, then turn calling on from the inbox's Calls settings."
         },
         "API": {

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

@@ -439,6 +439,13 @@
           "HINT": "Average replies the assistant sends per conversation."
         }
       },
+      "DRILLDOWN": {
+        "CLOSE": "Close details",
+        "EMPTY": "No records found for this metric.",
+        "ERROR": "Could not load records. Please try again.",
+        "LOAD_MORE": "Load more",
+        "RESULT_COUNT_CONVERSATION": "{count} conversation | {count} conversations"
+      },
       "KNOWLEDGE": {
         "TITLE": "Knowledge coverage",
         "COVERAGE": "{pct}% approved",
@@ -446,17 +453,6 @@
         "PENDING": "Pending FAQs",
         "DOCUMENTS": "Documents"
       },
-      "FLAGGED": {
-        "TITLE": "Response quality",
-        "TOTAL": "{count} flagged · {rate}"
-      },
-      "CREDITS": {
-        "TITLE": "Credit usage",
-        "UNIT": "credits",
-        "LEGEND": "Daily credits used",
-        "AXIS_START": "{count}d ago",
-        "AXIS_END": "Today"
-      },
       "LINKS": {
         "DOCS": {
           "TITLE": "Captain docs",
@@ -470,13 +466,6 @@
           "TITLE": "Billing",
           "DESCRIPTION": "Manage credits and plan"
         }
-      },
-      "FLAG_REASONS": {
-        "INCORRECT": "Incorrect info",
-        "INCOMPLETE": "Incomplete",
-        "OUTDATED": "Outdated",
-        "INAPPROPRIATE": "Inappropriate",
-        "OTHER": "Other"
       }
     },
     "ASSISTANT_SWITCHER": {

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

@@ -263,7 +263,7 @@
     "EMAIL_VERIFICATION_SENT": "Verification email has been sent. Please check your inbox.",
     "ACCOUNT_SUSPENDED": {
       "TITLE": "Account Suspended",
-      "MESSAGE": "Your account is suspended. Please reach out to the support team for more information."
+      "MESSAGE": "Your account has been suspended due to activity that may violate our policies. If you believe this is a mistake, please contact our support team."
     },
     "NO_ACCOUNTS": {
       "TITLE": "No account found",

app/javascript/dashboard/routes/dashboard/captain/assistants/overview/Index.vue

@@ -3,6 +3,7 @@ import { computed, ref, watch } from 'vue';
 import { useI18n } from 'vue-i18n';
 import { useRoute } from 'vue-router';
 import { FEATURE_FLAGS } from 'dashboard/featureFlags';
+import { usePolicy } from 'dashboard/composables/usePolicy';
 import CaptainAssistant from 'dashboard/api/captain/assistant';
 
 import PageLayout from 'dashboard/components-next/captain/PageLayout.vue';
@@ -10,6 +11,7 @@ import CaptainPaywall from 'dashboard/components-next/captain/pageComponents/Pay
 import RangeSelector from 'dashboard/components-next/captain/pageComponents/overview/RangeSelector.vue';
 import WelcomeCard from 'dashboard/components-next/captain/pageComponents/overview/WelcomeCard.vue';
 import MetricCard from 'dashboard/components-next/captain/pageComponents/overview/MetricCard.vue';
+import AssistantDrilldownDrawer from 'dashboard/components-next/captain/pageComponents/overview/AssistantDrilldownDrawer.vue';
 import KnowledgeCard from 'dashboard/components-next/captain/pageComponents/overview/KnowledgeCard.vue';
 import QuickLinks from 'dashboard/components-next/captain/pageComponents/overview/QuickLinks.vue';
 import InboxBanner from 'dashboard/components-next/captain/pageComponents/overview/InboxBanner.vue';
@@ -17,6 +19,9 @@ import CoverageBanner from 'dashboard/components-next/captain/pageComponents/ove
 
 const { t } = useI18n();
 const route = useRoute();
+// Drilldown is admin-only; the backend policy enforces the same restriction.
+const { checkPermissions } = usePolicy();
+const canDrilldown = computed(() => checkPermissions(['administrator']));
 
 const selectedRange = ref('this_month');
 
@@ -69,34 +74,38 @@ const metricFor = (statKey, formatValue, direction, trendKind = 'percent') => {
 const metrics = computed(() => [
   {
     key: 'handled',
+    metric: 'conversations_handled',
     label: t('CAPTAIN.OVERVIEW.METRICS.HANDLED.LABEL'),
     hint: t('CAPTAIN.OVERVIEW.METRICS.HANDLED.HINT'),
     ...metricFor('conversations_handled', v => v.toLocaleString(), 'up'),
   },
   {
     key: 'autoResolution',
+    metric: 'auto_resolution_rate',
     label: t('CAPTAIN.OVERVIEW.METRICS.AUTO_RESOLUTION.LABEL'),
     hint: t('CAPTAIN.OVERVIEW.METRICS.AUTO_RESOLUTION.HINT'),
     ...metricFor('auto_resolution_rate', v => `${v}%`, 'up', 'point'),
   },
   {
     key: 'handoff',
+    metric: 'handoff_rate',
     label: t('CAPTAIN.OVERVIEW.METRICS.HANDOFF.LABEL'),
     hint: t('CAPTAIN.OVERVIEW.METRICS.HANDOFF.HINT'),
     ...metricFor('handoff_rate', v => `${v}%`, 'down', 'point'),
   },
+  {
+    key: 'reopen',
+    metric: 'reopen_rate',
+    label: t('CAPTAIN.OVERVIEW.METRICS.REOPEN.LABEL'),
+    hint: t('CAPTAIN.OVERVIEW.METRICS.REOPEN.HINT'),
+    ...metricFor('reopen_rate', v => `${v}%`, 'down', 'point'),
+  },
   {
     key: 'hoursSaved',
     label: t('CAPTAIN.OVERVIEW.METRICS.HOURS_SAVED.LABEL'),
     hint: t('CAPTAIN.OVERVIEW.METRICS.HOURS_SAVED.HINT'),
     ...metricFor('hours_saved', formatDuration, 'up'),
   },
-  {
-    key: 'reopen',
-    label: t('CAPTAIN.OVERVIEW.METRICS.REOPEN.LABEL'),
-    hint: t('CAPTAIN.OVERVIEW.METRICS.REOPEN.HINT'),
-    ...metricFor('reopen_rate', v => `${v}%`, 'down', 'point'),
-  },
   {
     key: 'depth',
     label: t('CAPTAIN.OVERVIEW.METRICS.DEPTH.LABEL'),
@@ -109,6 +118,22 @@ const metrics = computed(() => [
     ),
   },
 ]);
+
+const drilldown = ref({ metric: '', label: '', value: '' });
+const isDrilldownOpen = ref(false);
+
+const openDrilldown = metric => {
+  drilldown.value = {
+    metric: metric.metric,
+    label: metric.label,
+    value: metric.value,
+  };
+  isDrilldownOpen.value = true;
+};
+
+const closeDrilldown = () => {
+  isDrilldownOpen.value = false;
+};
 </script>
 
 <template>
@@ -144,6 +169,8 @@ const metrics = computed(() => [
             :trend="metric.trend"
             :hint="metric.hint"
             :trend-good="metric.trendGood"
+            :clickable="canDrilldown && Boolean(metric.metric)"
+            @click="openDrilldown(metric)"
           />
         </div>
 
@@ -151,6 +178,17 @@ const metrics = computed(() => [
 
         <QuickLinks />
       </div>
+
+      <AssistantDrilldownDrawer
+        v-if="canDrilldown"
+        :open="isDrilldownOpen"
+        :assistant-id="assistantId"
+        :metric="drilldown.metric"
+        :metric-name="drilldown.label"
+        :metric-value="drilldown.value"
+        :range="selectedRange"
+        @close="closeDrilldown"
+      />
     </template>
   </PageLayout>
 </template>

app/javascript/dashboard/routes/dashboard/onboarding/inbox-setup/useChannelConfig.js

@@ -1,5 +1,4 @@
 import { useMapGetter } from 'dashboard/composables/store';
-import { IS_INSTAGRAM_WHATSAPP_INBOX_CREATION_DISABLED } from 'dashboard/constants/globals';
 
 // OAuth/SDK channels need installation-level app credentials to be usable. When
 // the credential is missing the channel is "not configured" and is hidden from
@@ -8,20 +7,20 @@ import { IS_INSTAGRAM_WHATSAPP_INBOX_CREATION_DISABLED } from 'dashboard/constan
 // Mirrors the availability checks in ChannelItem.vue.
 export function useChannelConfig() {
   const globalConfig = useMapGetter('globalConfig/get');
+  const isOnChatwootCloud = useMapGetter('globalConfig/isOnChatwootCloud');
   const installationConfig = window.chatwootConfig || {};
 
   const CHANNEL_CONFIGURED = {
     // WhatsApp is onboarded only via Meta embedded signup, which needs both the
     // app id (not the 'none' sentinel) and the signup configuration id.
     whatsapp: () =>
-      !IS_INSTAGRAM_WHATSAPP_INBOX_CREATION_DISABLED &&
+      !isOnChatwootCloud.value &&
       Boolean(installationConfig.whatsappAppId) &&
       installationConfig.whatsappAppId !== 'none' &&
       Boolean(installationConfig.whatsappConfigurationId),
     facebook: () => Boolean(installationConfig.fbAppId),
     instagram: () =>
-      !IS_INSTAGRAM_WHATSAPP_INBOX_CREATION_DISABLED &&
-      Boolean(installationConfig.instagramAppId),
+      !isOnChatwootCloud.value && Boolean(installationConfig.instagramAppId),
     tiktok: () => Boolean(installationConfig.tiktokAppId),
     gmail: () => Boolean(installationConfig.googleOAuthClientId),
     outlook: () => Boolean(globalConfig.value.azureAppId),

app/javascript/dashboard/routes/dashboard/onboarding/inbox-setup/useChannelConnect.js

@@ -1,6 +1,7 @@
 import { useI18n } from 'vue-i18n';
 import { useAlert } from 'dashboard/composables';
 import { useStore } from 'dashboard/composables/store';
+import { useAccount } from 'dashboard/composables/useAccount';
 import { useWhatsappEmbeddedSignup } from 'dashboard/composables/useWhatsappEmbeddedSignup';
 import { parseAPIErrorResponse } from 'dashboard/store/utils/api';
 import googleClient from 'dashboard/api/channel/googleClient';
@@ -23,11 +24,17 @@ export function useChannelConnect() {
   const { t } = useI18n();
   const store = useStore();
   const { runEmbeddedSignup } = useWhatsappEmbeddedSignup();
+  const { isOnChatwootCloud } = useAccount();
 
   const connectViaOAuth = async provider => {
     const client = OAUTH_CLIENTS[provider];
     if (!client) return;
 
+    if (provider === 'instagram' && isOnChatwootCloud.value) {
+      useAlert(t('INBOX_MGMT.ADD.INSTAGRAM.RESTRICTED_WARNING'));
+      return;
+    }
+
     try {
       const {
         data: { url },

app/javascript/dashboard/routes/dashboard/onboarding/specs/inbox-setup/useDetectedChannels.spec.js

@@ -6,21 +6,25 @@ import { useDetectedChannels } from '../../inbox-setup/useDetectedChannels';
 
 vi.mock('vue-router');
 
-// Neutralize the temporary Instagram/WhatsApp kill switch so these specs keep
-// covering the credential-based gating it currently short-circuits.
-vi.mock('dashboard/constants/globals', async importOriginal => ({
-  ...(await importOriginal()),
-  IS_INSTAGRAM_WHATSAPP_INBOX_CREATION_DISABLED: false,
-}));
-
 // Mounts the composable against a real store and the real useAccount (only
 // useRoute and the underlying getters are faked), so a change to how useAccount
 // resolves the current account is exercised here too. The real ./constants are
 // used, so assertions validate against the actual channel identity (label keys,
 // channel_type, social ordering) derived from CHANNEL_LIST.
-const mountComposable = ({ brandInfo, inboxes = [] } = {}) => {
+const mountComposable = ({
+  brandInfo,
+  inboxes = [],
+  isOnChatwootCloud = false,
+} = {}) => {
   const store = createStore({
     modules: {
+      globalConfig: {
+        namespaced: true,
+        getters: {
+          get: () => ({}),
+          isOnChatwootCloud: () => isOnChatwootCloud,
+        },
+      },
       accounts: {
         namespaced: true,
         getters: {
@@ -202,6 +206,22 @@ describe('useDetectedChannels', () => {
         'line',
       ]);
     });
+
+    it('hides Instagram from onboarding on Chatwoot Cloud', () => {
+      const { displayedChannels } = mountComposable({
+        isOnChatwootCloud: true,
+        brandInfo: {
+          socials: [
+            { type: 'instagram', url: 'https://instagram.com/acme' },
+            { type: 'tiktok', url: 'https://tiktok.com/@acme' },
+          ],
+        },
+      });
+
+      expect(displayedChannels.value.map(channel => channel.type)).toEqual([
+        'tiktok',
+      ]);
+    });
   });
 
   describe('remainingChannels', () => {

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

@@ -4,6 +4,8 @@ import { shouldBeUrl } from 'shared/helpers/Validators';
 import { useAlert } from 'dashboard/composables';
 import { useVuelidate } from '@vuelidate/core';
 import Avatar from 'next/avatar/Avatar.vue';
+import Banner from 'dashboard/components-next/banner/Banner.vue';
+import Icon from 'dashboard/components-next/icon/Icon.vue';
 import SettingIntroBanner from 'dashboard/components/widgets/SettingIntroBanner.vue';
 import SettingsToggleSection from 'dashboard/components-next/Settings/SettingsToggleSection.vue';
 import SettingsFieldSection from 'dashboard/components-next/Settings/SettingsFieldSection.vue';
@@ -42,9 +44,11 @@ import SelectInput from 'dashboard/components-next/select/Select.vue';
 import Widget from 'dashboard/modules/widget-preview/components/Widget.vue';
 import AccessToken from 'dashboard/routes/dashboard/settings/profile/AccessToken.vue';
 import { copyTextToClipboard } from 'shared/helpers/clipboard';
+import { META_RESTRICTION_STATUS_URL } from 'dashboard/constants/globals';
 
 export default {
   components: {
+    Banner,
     BotConfiguration,
     CollaboratorsPage,
     ConfigurationPage,
@@ -76,6 +80,7 @@ export default {
     AccountHealth,
     Widget,
     AccessToken,
+    Icon,
   },
   mixins: [inboxMixin],
   setup() {
@@ -338,6 +343,12 @@ export default {
     instagramUnauthorized() {
       return this.isAnInstagramChannel && this.inbox.reauthorization_required;
     },
+    showInstagramRestrictionSettingsBanner() {
+      return this.isOnChatwootCloud && this.isAnInstagramChannel;
+    },
+    metaRestrictionStatusUrl() {
+      return META_RESTRICTION_STATUS_URL;
+    },
     tiktokUnauthorized() {
       return this.isATiktokChannel && this.inbox.reauthorization_required;
     },
@@ -737,6 +748,29 @@ export default {
           class="mx-6 mb-4"
           :class="bannerMaxWidth"
         />
+        <Banner
+          v-if="showInstagramRestrictionSettingsBanner"
+          color="amber"
+          class="mx-6 mb-4 max-w-4xl"
+        >
+          <div class="flex items-start gap-3 text-start">
+            <Icon
+              icon="i-lucide-triangle-alert"
+              class="flex-shrink-0 size-4 mt-0.5"
+            />
+            <span>
+              {{ $t('INBOX_MGMT.ADD.INSTAGRAM.SETTINGS_RESTRICTED_WARNING') }}
+              <a
+                :href="metaRestrictionStatusUrl"
+                class="link underline"
+                rel="noopener noreferrer nofollow"
+                target="_blank"
+              >
+                {{ $t('INBOX_MGMT.ADD.INSTAGRAM.STATUS_LINK') }}
+              </a>
+            </span>
+          </div>
+        </Banner>
 
         <div
           v-if="selectedTabKey === 'inbox-settings'"

app/javascript/dashboard/routes/dashboard/settings/inbox/channels/CloudWhatsapp.vue

@@ -5,6 +5,7 @@ import { useAlert } from 'dashboard/composables';
 import { required } from '@vuelidate/validators';
 import router from '../../../../index';
 import { isPhoneE164OrEmpty, isNumber } from 'shared/helpers/Validators';
+import InboxesAPI from 'dashboard/api/inboxes';
 
 import NextButton from 'dashboard/components-next/button/Button.vue';
 
@@ -12,6 +13,12 @@ export default {
   components: {
     NextButton,
   },
+  props: {
+    enableCallingOnComplete: {
+      type: Boolean,
+      default: false,
+    },
+  },
   setup() {
     return { v$: useVuelidate() };
   },
@@ -59,6 +66,14 @@ export default {
           }
         );
 
+        if (this.enableCallingOnComplete) {
+          try {
+            await InboxesAPI.enableWhatsappCalling(whatsappChannel.id);
+          } catch (_) {
+            useAlert(this.$t('INBOX_MGMT.WHATSAPP_CALLING.ENABLE_FAILED'));
+          }
+        }
+
         router.replace({
           name: 'settings_inboxes_add_agents',
           params: {
@@ -165,6 +180,7 @@ export default {
 
     <div class="w-full mt-4">
       <NextButton
+        :disabled="uiFlags.isCreating"
         :is-loading="uiFlags.isCreating"
         type="submit"
         solid

app/javascript/dashboard/routes/dashboard/settings/inbox/channels/Instagram.vue

@@ -1,15 +1,23 @@
 <script setup>
-import { ref, onMounted } from 'vue';
+import { computed, ref, onMounted } from 'vue';
 import { useI18n } from 'vue-i18n';
 import instagramClient from 'dashboard/api/channel/instagramClient';
 import Button from 'dashboard/components-next/button/Button.vue';
+import Banner from 'dashboard/components-next/banner/Banner.vue';
+import Icon from 'dashboard/components-next/icon/Icon.vue';
+import { useAccount } from 'dashboard/composables/useAccount';
+import { META_RESTRICTION_STATUS_URL } from 'dashboard/constants/globals';
 
 const { t } = useI18n();
+const { isOnChatwootCloud } = useAccount();
 
 const hasError = ref(false);
 const errorStateMessage = ref('');
 const errorStateDescription = ref('');
 const isRequestingAuthorization = ref(false);
+const isInstagramConnectionRestricted = computed(() => {
+  return isOnChatwootCloud.value;
+});
 
 onMounted(() => {
   const urlParams = new URLSearchParams(window.location.search);
@@ -56,7 +64,7 @@ const requestAuthorization = async () => {
       </div>
       <div
         v-else
-        class="flex flex-col items-center justify-center px-8 py-10 text-center rounded-2xl outline outline-1 outline-n-weak"
+        class="flex flex-col items-center justify-center w-full px-8 py-10 text-center rounded-2xl outline outline-1 outline-n-weak"
       >
         <h6 class="text-2xl font-medium">
           {{ $t('INBOX_MGMT.ADD.INSTAGRAM.CONNECT_YOUR_INSTAGRAM_PROFILE') }}
@@ -68,11 +76,36 @@ const requestAuthorization = async () => {
           class="text-white !rounded-full !px-6 bg-gradient-to-r from-[#833AB4] via-[#FD1D1D] to-[#FCAF45]"
           lg
           icon="i-ri-instagram-line"
-          :disabled="isRequestingAuthorization"
+          :disabled="
+            isRequestingAuthorization || isInstagramConnectionRestricted
+          "
           :is-loading="isRequestingAuthorization"
           :label="$t('INBOX_MGMT.ADD.INSTAGRAM.CONTINUE_WITH_INSTAGRAM')"
           @click="requestAuthorization()"
         />
+        <Banner
+          v-if="isInstagramConnectionRestricted"
+          color="amber"
+          class="w-full max-w-2xl mt-6"
+        >
+          <div class="flex items-start gap-3 text-left">
+            <Icon
+              icon="i-lucide-triangle-alert"
+              class="flex-shrink-0 size-4 mt-0.5"
+            />
+            <span>
+              {{ $t('INBOX_MGMT.ADD.INSTAGRAM.RESTRICTED_WARNING') }}
+              <a
+                :href="META_RESTRICTION_STATUS_URL"
+                class="link underline"
+                rel="noopener noreferrer nofollow"
+                target="_blank"
+              >
+                {{ $t('INBOX_MGMT.ADD.INSTAGRAM.STATUS_LINK') }}
+              </a>
+            </span>
+          </div>
+        </Banner>
       </div>
     </div>
   </div>

app/javascript/dashboard/routes/dashboard/settings/inbox/channels/Whatsapp.vue

@@ -7,11 +7,13 @@ import ThreeSixtyDialogWhatsapp from './360DialogWhatsapp.vue';
 import CloudWhatsapp from './CloudWhatsapp.vue';
 import WhatsappEmbeddedSignup from './WhatsappEmbeddedSignup.vue';
 import ChannelSelector from 'dashboard/components/ChannelSelector.vue';
-import { IS_INSTAGRAM_WHATSAPP_INBOX_CREATION_DISABLED } from 'dashboard/constants/globals';
+import { useAccount } from 'dashboard/composables/useAccount';
+import { META_RESTRICTION_STATUS_URL } from 'dashboard/constants/globals';
 
 const route = useRoute();
 const router = useRouter();
 const { t } = useI18n();
+const { isOnChatwootCloud } = useAccount();
 
 const PROVIDER_TYPES = {
   WHATSAPP: 'whatsapp',
@@ -22,9 +24,12 @@ const PROVIDER_TYPES = {
   THREE_SIXTY_DIALOG: '360dialog',
 };
 
+const isWhatsappEmbeddedSignupRestricted = computed(() => {
+  return isOnChatwootCloud.value;
+});
+
 const hasWhatsappAppId = computed(() => {
   return (
-    !IS_INSTAGRAM_WHATSAPP_INBOX_CREATION_DISABLED &&
     window.chatwootConfig?.whatsappAppId &&
     window.chatwootConfig.whatsappAppId !== 'none'
   );
@@ -103,7 +108,11 @@ const handleManualLinkClick = () => {
             hasWhatsappAppId && selectedProvider === PROVIDER_TYPES.WHATSAPP
           "
         >
-          <WhatsappEmbeddedSignup />
+          <WhatsappEmbeddedSignup
+            :is-disabled="isWhatsappEmbeddedSignupRestricted"
+            :show-restriction-alert="isWhatsappEmbeddedSignupRestricted"
+            :restriction-status-url="META_RESTRICTION_STATUS_URL"
+          />
 
           <!-- Manual setup fallback option -->
           <div class="pt-6 mt-6 border-t border-n-weak">

app/javascript/dashboard/routes/dashboard/settings/inbox/channels/WhatsappCall.vue

@@ -1,11 +1,11 @@
 <script setup>
-import WhatsappEmbeddedSignup from './WhatsappEmbeddedSignup.vue';
+import CloudWhatsapp from './CloudWhatsapp.vue';
 </script>
 
 <template>
   <div class="overflow-auto col-span-6 p-6 w-full h-full">
     <div class="px-6 py-5 rounded-2xl border border-n-weak">
-      <WhatsappEmbeddedSignup enable-calling-on-complete />
+      <CloudWhatsapp enable-calling-on-complete />
     </div>
   </div>
 </template>

app/javascript/dashboard/routes/dashboard/settings/inbox/channels/WhatsappEmbeddedSignup.vue

@@ -7,6 +7,7 @@ import { useAlert } from 'dashboard/composables';
 import { useWhatsappEmbeddedSignup } from 'dashboard/composables/useWhatsappEmbeddedSignup';
 import Icon from 'next/icon/Icon.vue';
 import NextButton from 'next/button/Button.vue';
+import Banner from 'next/banner/Banner.vue';
 import LoadingState from 'dashboard/components/widgets/LoadingState.vue';
 import InboxesAPI from 'dashboard/api/inboxes';
 import { parseAPIErrorResponse } from 'dashboard/store/utils/api';
@@ -17,6 +18,22 @@ const props = defineProps({
     type: Boolean,
     default: false,
   },
+  isDisabled: {
+    type: Boolean,
+    default: false,
+  },
+  showRestrictionAlert: {
+    type: Boolean,
+    default: false,
+  },
+  restrictionStatusUrl: {
+    type: String,
+    default: '',
+  },
+  restrictionWarningText: {
+    type: String,
+    default: '',
+  },
 });
 
 const store = useStore();
@@ -81,6 +98,8 @@ const handleSignupSuccess = async inboxData => {
 };
 
 const launchEmbeddedSignup = async () => {
+  if (props.isDisabled) return;
+
   let credentials;
   try {
     credentials = await runEmbeddedSignup();
@@ -174,9 +193,33 @@ const launchEmbeddedSignup = async () => {
         </I18nT>
       </div>
 
+      <Banner v-if="showRestrictionAlert" color="amber" class="w-full mb-6">
+        <div class="flex items-start gap-3 text-left">
+          <Icon
+            icon="i-lucide-triangle-alert"
+            class="flex-shrink-0 size-4 mt-0.5"
+          />
+          <span>
+            {{
+              restrictionWarningText ||
+              $t('INBOX_MGMT.ADD.WHATSAPP.EMBEDDED_SIGNUP.RESTRICTED_WARNING')
+            }}
+            <a
+              v-if="restrictionStatusUrl"
+              :href="restrictionStatusUrl"
+              class="link underline"
+              rel="noopener noreferrer nofollow"
+              target="_blank"
+            >
+              {{ $t('INBOX_MGMT.ADD.WHATSAPP.EMBEDDED_SIGNUP.STATUS_LINK') }}
+            </a>
+          </span>
+        </div>
+      </Banner>
+
       <div class="flex mt-4">
         <NextButton
-          :disabled="isAuthenticating"
+          :disabled="isAuthenticating || isDisabled"
           :is-loading="isAuthenticating"
           faded
           slate

app/javascript/dashboard/routes/dashboard/settings/reports/composables/useReportDrilldown.js

@@ -1,7 +1,13 @@
 import { computed, ref } from 'vue';
 import ReportsAPI from 'dashboard/api/reports';
 
-export function useReportDrilldown() {
+// `fetcher` is any `({ ...request, page, signal }) => Promise` returning the
+// shared drilldown envelope (`{ data: { meta, payload } }`), so the same paging
+// and abort machinery backs both the reports and Captain assistant drilldowns.
+// The default is wrapped so `ReportsAPI` stays the receiver when invoked.
+export function useReportDrilldown(
+  fetcher = params => ReportsAPI.getDrilldown(params)
+) {
   const activeRequest = ref(null);
   const records = ref([]);
   const meta = ref({});
@@ -20,17 +26,7 @@ export function useReportDrilldown() {
   const isCurrentRequest = token =>
     token === requestToken && !!activeRequest.value;
 
-  const requestFingerprint = request =>
-    JSON.stringify({
-      metric: request.metric,
-      bucketTimestamp: request.bucketTimestamp,
-      from: request.from,
-      to: request.to,
-      type: request.type,
-      id: request.id,
-      groupBy: request.groupBy,
-      businessHours: request.businessHours,
-    });
+  const requestFingerprint = request => JSON.stringify(request);
 
   const abortActiveRequest = () => {
     if (!activeRequestController) return;
@@ -55,7 +51,7 @@ export function useReportDrilldown() {
     hasError.value = false;
 
     try {
-      const response = await ReportsAPI.getDrilldown({
+      const response = await fetcher({
         ...request,
         page,
         signal: controller.signal,

app/javascript/dashboard/routes/dashboard/suspended/Index.vue

@@ -1,5 +1,6 @@
 <script setup>
 import EmptyState from 'dashboard/components/widgets/EmptyState.vue';
+import NextButton from 'dashboard/components-next/button/Button.vue';
 import { onMounted } from 'vue';
 
 const toggleSupportWidgetVisibility = () => {
@@ -8,6 +9,12 @@ const toggleSupportWidgetVisibility = () => {
   }
 };
 
+const toggleSupportWidget = () => {
+  if (window.$chatwoot) {
+    window.$chatwoot.toggle();
+  }
+};
+
 const setupListenerForWidgetEvent = () => {
   window.addEventListener('chatwoot:on-message', () => {
     toggleSupportWidgetVisibility();
@@ -25,6 +32,14 @@ onMounted(() => {
     <EmptyState
       :title="$t('APP_GLOBAL.ACCOUNT_SUSPENDED.TITLE')"
       :message="$t('APP_GLOBAL.ACCOUNT_SUSPENDED.MESSAGE')"
-    />
+    >
+      <div class="flex justify-center">
+        <NextButton
+          icon="i-lucide-life-buoy"
+          :label="$t('SIDEBAR_ITEMS.CONTACT_SUPPORT')"
+          @click="toggleSupportWidget"
+        />
+      </div>
+    </EmptyState>
   </div>
 </template>

app/services/conversations/unread_counts.rb

@@ -2,9 +2,9 @@ module Conversations::UnreadCounts
   READY_TTL = 24.hours.to_i
   SET_TTL = 25.hours.to_i
   FILTERED_COUNT_FRESH_TTL = 5.minutes.to_i
-  FILTERED_COUNT_STALE_WINDOW = 30.minutes.to_i
+  FILTERED_COUNT_STALE_WINDOW = 1.hour.to_i
   FILTERED_COUNT_REDIS_TTL = FILTERED_COUNT_FRESH_TTL + FILTERED_COUNT_STALE_WINDOW
   FILTERED_COUNT_VERSION_TTL = SET_TTL
-  FILTERED_COUNT_MIN_REFRESH_INTERVAL = 30.seconds.to_i
-  MAX_INLINE_FILTER_BUILDS = 10
+  FILTERED_COUNT_MIN_REFRESH_INTERVAL = 5.minutes.to_i
+  MAX_INLINE_FILTER_BUILDS = 3
 end

config/installation_config.yml

@@ -189,7 +189,7 @@
   type: secret
 - name: CAPTAIN_OPEN_AI_MODEL
   display_title: 'OpenAI Model'
-  description: 'The OpenAI model configured for use in Captain AI. Default: gpt-4.1-mini'
+  description: 'The OpenAI model configured for use in Captain AI. Default: gpt-5.6-luna'
   locked: false
 - name: CAPTAIN_OPEN_AI_ENDPOINT
   display_title: 'OpenAI API Endpoint (optional)'

config/llm.yml

@@ -35,6 +35,18 @@ models:
     provider: openai
     display_name: 'GPT-5.2'
     credit_multiplier: 3
+  gpt-5.6-luna:
+    provider: openai
+    display_name: 'GPT-5.6 Luna'
+    credit_multiplier: 2
+  gpt-5.6-terra:
+    provider: openai
+    display_name: 'GPT-5.6 Terra'
+    credit_multiplier: 3
+  gpt-5.6-sol:
+    provider: openai
+    display_name: 'GPT-5.6 Sol'
+    credit_multiplier: 5
   claude-haiku-4.5:
     provider: anthropic
     display_name: 'Claude Haiku 4.5'
@@ -78,11 +90,14 @@ features:
         gpt-4.1,
         gpt-5.1,
         gpt-5.2,
+        gpt-5.6-luna,
+        gpt-5.6-terra,
         claude-haiku-4.5,
         gemini-3-flash,
         gemini-3-pro,
       ]
-    default: gpt-4.1-mini
+    default: gpt-5.6-luna
+    reasoning_effort: low
   assistant:
     models:
       [
@@ -91,12 +106,16 @@ features:
         gpt-4.1,
         gpt-5.1,
         gpt-5.2,
+        gpt-5.6-luna,
+        gpt-5.6-terra,
+        gpt-5.6-sol,
         claude-haiku-4.5,
         claude-sonnet-4.5,
         gemini-3-flash,
         gemini-3-pro,
       ]
-    default: gpt-4.1
+    default: gpt-5.6-terra
+    reasoning_effort: medium
   copilot:
     models:
       [
@@ -105,16 +124,28 @@ features:
         gpt-4.1,
         gpt-5.1,
         gpt-5.2,
+        gpt-5.6-luna,
+        gpt-5.6-terra,
+        gpt-5.6-sol,
         claude-haiku-4.5,
         claude-sonnet-4.5,
         gemini-3-flash,
         gemini-3-pro,
       ]
-    default: gpt-4.1
+    default: gpt-5.6-terra
+    reasoning_effort: medium
   label_suggestion:
     models:
-      [gpt-4.1-nano, gpt-4.1-mini, gpt-5-mini, gemini-3-flash, claude-haiku-4.5]
-    default: gpt-4.1-mini
+      [
+        gpt-4.1-nano,
+        gpt-4.1-mini,
+        gpt-5-mini,
+        gpt-5.6-luna,
+        gemini-3-flash,
+        claude-haiku-4.5,
+      ]
+    default: gpt-5.6-luna
+    reasoning_effort: low
   document_faq_generation:
     models:
       [
@@ -123,15 +154,38 @@ features:
         gpt-4.1,
         gpt-5.1,
         gpt-5.2,
+        gpt-5.6-luna,
+        gpt-5.6-terra,
+        gpt-5.6-sol,
         claude-haiku-4.5,
         claude-sonnet-4.5,
         gemini-3-flash,
         gemini-3-pro,
       ]
-    default: gpt-4.1-mini
+    default: gpt-5.6-terra
+    reasoning_effort: medium
+  conversation_faq_generation:
+    models:
+      [
+        gpt-4.1-mini,
+        gpt-5-mini,
+        gpt-4.1,
+        gpt-5.1,
+        gpt-5.2,
+        gpt-5.6-luna,
+        gpt-5.6-terra,
+        gpt-5.6-sol,
+        claude-haiku-4.5,
+        claude-sonnet-4.5,
+        gemini-3-flash,
+        gemini-3-pro,
+      ]
+    default: gpt-5.6-terra
+    reasoning_effort: medium
   pdf_faq_generation:
     models: [gpt-4.1-mini, gpt-5-mini, gpt-4.1, gpt-5.1, gpt-5.2]
     default: gpt-4.1-mini
+    reasoning_effort: medium
   help_center_article_generation:
     models:
       [
@@ -140,19 +194,34 @@ features:
         gpt-4.1,
         gpt-5.1,
         gpt-5.2,
+        gpt-5.6-luna,
+        gpt-5.6-terra,
+        gpt-5.6-sol,
         claude-haiku-4.5,
         claude-sonnet-4.5,
         gemini-3-flash,
         gemini-3-pro,
       ]
-    default: gpt-5.2
+    default: gpt-5.6-terra
+    reasoning_effort: medium
   onboarding_content_generation:
     models:
-      [gpt-4.1, gpt-4.1-mini, gpt-5-mini, gpt-5.1, gpt-5.2]
-    default: gpt-4.1
+      [
+        gpt-4.1,
+        gpt-4.1-mini,
+        gpt-5-mini,
+        gpt-5.1,
+        gpt-5.2,
+        gpt-5.6-luna,
+        gpt-5.6-terra,
+        gpt-5.6-sol,
+      ]
+    default: gpt-5.6-terra
+    reasoning_effort: medium
   help_center_query_translation:
-    models: [gpt-4.1-nano, gpt-4.1-mini, gpt-5-mini]
-    default: gpt-4.1-nano
+    models: [gpt-4.1-nano, gpt-4.1-mini, gpt-5-mini, gpt-5.6-luna]
+    default: gpt-5.6-luna
+    reasoning_effort: low
   audio_transcription:
     models: [gpt-4o-mini-transcribe, whisper-1]
     default: gpt-4o-mini-transcribe

config/llm_models.json

@@ -27970,6 +27970,165 @@
       "owned_by": "system"
     }
   },
+  {
+    "id": "gpt-5.6-luna",
+    "name": "GPT-5.6 Luna",
+    "provider": "openai",
+    "family": "gpt",
+    "created_at": null,
+    "context_window": 1050000,
+    "max_output_tokens": 128000,
+    "knowledge_cutoff": "2026-02-16",
+    "modalities": {
+      "input": [
+        "text",
+        "image"
+      ],
+      "output": [
+        "text"
+      ]
+    },
+    "capabilities": [
+      "function_calling",
+      "structured_output",
+      "reasoning",
+      "vision"
+    ],
+    "pricing": {
+      "text_tokens": {
+        "standard": {
+          "input_per_million": 1,
+          "output_per_million": 6
+        }
+      }
+    },
+    "metadata": {
+      "object": "model",
+      "owned_by": "system",
+      "source": "openai_docs",
+      "provider_id": "openai",
+      "open_weights": false,
+      "attachment": true,
+      "temperature": false,
+      "last_updated": "2026-07-10",
+      "cost": {
+        "input": 1,
+        "output": 6
+      },
+      "limit": {
+        "context": 1050000,
+        "input": 922000,
+        "output": 128000
+      },
+      "knowledge": "2026-02-16"
+    }
+  },
+  {
+    "id": "gpt-5.6-terra",
+    "name": "GPT-5.6 Terra",
+    "provider": "openai",
+    "family": "gpt",
+    "created_at": null,
+    "context_window": 1050000,
+    "max_output_tokens": 128000,
+    "knowledge_cutoff": "2026-02-16",
+    "modalities": {
+      "input": [
+        "text",
+        "image"
+      ],
+      "output": [
+        "text"
+      ]
+    },
+    "capabilities": [
+      "function_calling",
+      "structured_output",
+      "reasoning",
+      "vision"
+    ],
+    "pricing": {
+      "text_tokens": {
+        "standard": {
+          "input_per_million": 2.5,
+          "output_per_million": 15
+        }
+      }
+    },
+    "metadata": {
+      "object": "model",
+      "owned_by": "system",
+      "source": "openai_docs",
+      "provider_id": "openai",
+      "open_weights": false,
+      "attachment": true,
+      "temperature": false,
+      "last_updated": "2026-07-10",
+      "cost": {
+        "input": 2.5,
+        "output": 15
+      },
+      "limit": {
+        "context": 1050000,
+        "input": 922000,
+        "output": 128000
+      },
+      "knowledge": "2026-02-16"
+    }
+  },
+  {
+    "id": "gpt-5.6-sol",
+    "name": "GPT-5.6 Sol",
+    "provider": "openai",
+    "family": "gpt",
+    "created_at": null,
+    "context_window": 1050000,
+    "max_output_tokens": 128000,
+    "knowledge_cutoff": "2026-02-16",
+    "modalities": {
+      "input": [
+        "text",
+        "image"
+      ],
+      "output": [
+        "text"
+      ]
+    },
+    "capabilities": [
+      "function_calling",
+      "structured_output",
+      "reasoning",
+      "vision"
+    ],
+    "pricing": {
+      "text_tokens": {
+        "standard": {
+          "input_per_million": 5,
+          "output_per_million": 30
+        }
+      }
+    },
+    "metadata": {
+      "object": "model",
+      "owned_by": "system",
+      "source": "openai_docs",
+      "provider_id": "openai",
+      "open_weights": false,
+      "attachment": true,
+      "temperature": false,
+      "last_updated": "2026-07-10",
+      "cost": {
+        "input": 5,
+        "output": 30
+      },
+      "limit": {
+        "context": 1050000,
+        "input": 922000,
+        "output": 128000
+      },
+      "knowledge": "2026-02-16"
+    }
+  },
   {
     "id": "gpt-audio",
     "name": "gpt-audio",
@@ -61509,4 +61668,4 @@
       "owned_by": "xai"
     }
   }
-]
+]

config/locales/en.yml

@@ -597,6 +597,7 @@ en:
         copilot: 'Copilot'
         label_suggestion: 'Label suggestion'
         document_faq_generation: 'Document FAQ generation'
+        conversation_faq_generation: 'Conversation FAQ generation'
         help_center_article_generation: 'Help center article generation'
         onboarding_content_generation: 'Onboarding content generation'
         help_center_query_translation: 'Help center query translation'

enterprise/app/builders/captain/assistant_drilldown_builder.rb

@@ -1,6 +1,6 @@
 # Lists the underlying records behind a single Captain assistant stat card, so a
 # viewer can drill from an aggregate (e.g. "auto-resolution 42%") into the exact
-# conversations or messages that produced it.
+# conversations that produced it.
 #
 # The window is resolved by Captain::AssistantStatsWindow from the same `range`
 # and `timezone_offset` the stat card used, so the drilldown covers precisely the
@@ -11,10 +11,8 @@ class Captain::AssistantDrilldownBuilder
   RESOLVED_EVENT_NAMES = Captain::AssistantStatsBuilder::RESOLVED_EVENT_NAMES
   HANDOFF_EVENT_NAMES = Captain::AssistantStatsBuilder::HANDOFF_EVENT_NAMES
 
-  # Metrics whose records are individual messages rather than conversations.
-  MESSAGE_METRICS = %w[hours_saved].freeze
   SUPPORTED_METRICS = %w[
-    conversations_handled auto_resolution_rate handoff_rate hours_saved reopen_rate conversation_depth
+    conversations_handled auto_resolution_rate handoff_rate reopen_rate
   ].freeze
 
   DEFAULT_PAGE = 1
@@ -43,21 +41,14 @@ class Captain::AssistantDrilldownBuilder
   def meta
     {
       metric: metric,
-      record_type: record_type,
       current_page: current_page,
       per_page: per_page,
       total_count: paginated_records.total_count,
-      conversation_count: conversation_count,
+      conversation_count: paginated_records.total_count,
       range: { since: range.first.to_i, until: range.last.to_i }
     }
   end
 
-  def conversation_count
-    return paginated_records.total_count unless message_metric?
-
-    drilldown_scope.except(:includes).reorder(nil).distinct.count(:conversation_id)
-  end
-
   def paginated_records
     @paginated_records ||= drilldown_scope.page(current_page).per(per_page)
   end
@@ -67,9 +58,7 @@ class Captain::AssistantDrilldownBuilder
     when 'conversations_handled' then handled_conversations
     when 'auto_resolution_rate' then conversations_for(resolved_events.select(:conversation_id))
     when 'handoff_rate' then event_conversations(HANDOFF_EVENT_NAMES)
-    when 'hours_saved' then public_reply_messages
     when 'reopen_rate' then reopened_conversations
-    when 'conversation_depth' then depth_conversations
     else
       raise ArgumentError, "Unsupported assistant drilldown metric: #{metric}"
     end
@@ -88,13 +77,6 @@ class Captain::AssistantDrilldownBuilder
     conversations_for(handled_conversation_ids)
   end
 
-  # Public agent-facing replies the assistant sent; the rows behind hours_saved.
-  def public_reply_messages
-    handled_messages.where(message_type: :outgoing, private: false)
-                    .includes(:sender, conversation: [:assignee, :contact, :inbox])
-                    .reorder(created_at: :desc)
-  end
-
   # Conversations in the handled cohort that recorded one of the given reporting
   # events in the window (resolved or handed-off).
   def event_conversations(event_names)
@@ -129,11 +111,6 @@ class Captain::AssistantDrilldownBuilder
     conversations_for(ids)
   end
 
-  # Conversations the assistant sent at least one public reply in; the denominator behind conversation_depth.
-  def depth_conversations
-    conversations_for(handled_messages.where(message_type: :outgoing, private: false).select(:conversation_id))
-  end
-
   def conversations_for(conversation_ids)
     account.conversations
            .where(id: conversation_ids)
@@ -147,10 +124,6 @@ class Captain::AssistantDrilldownBuilder
 
   def metric = params[:metric].to_s
 
-  def message_metric? = MESSAGE_METRICS.include?(metric)
-
-  def record_type = message_metric? ? 'message' : 'conversation'
-
   def current_page = [params[:page].to_i, DEFAULT_PAGE].max
 
   def per_page

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

@@ -2,12 +2,13 @@ class Captain::Llm::ConversationFaqService < Llm::BaseAiService
   include Integrations::LlmInstrumentation
 
   DISTANCE_THRESHOLD = 0.3
+  LLM_FEATURE = 'conversation_faq_generation'.freeze
 
   def initialize(assistant, conversation)
-    super(feature: 'document_faq_generation', account: conversation.account)
+    super(feature: LLM_FEATURE, account: conversation.account, fallback_model: Llm::Models.default_model_for(LLM_FEATURE))
     @assistant = assistant
     @conversation = conversation
-    @content = conversation.to_llm_text
+    @content = conversation_faq_content
   end
 
   # Generates and deduplicates FAQs from conversation content
@@ -27,6 +28,50 @@ class Captain::Llm::ConversationFaqService < Llm::BaseAiService
 
   attr_reader :content, :conversation, :assistant
 
+  def conversation_faq_content
+    [
+      "Conversation ID: ##{conversation.display_id}",
+      "Channel: #{conversation.inbox.channel.name}",
+      'Message History:',
+      conversation_faq_messages
+    ].join("\n")
+  end
+
+  def conversation_faq_messages
+    messages = conversation
+               .messages
+               .where(message_type: %i[incoming outgoing], private: false)
+               .order(created_at: :asc)
+
+    return "No messages in this conversation\n" if messages.empty?
+
+    messages.filter_map { |message| format_conversation_faq_message(message) }.join
+  end
+
+  def format_conversation_faq_message(message)
+    return unless faq_source_message?(message)
+
+    content = message.content_for_llm
+    return if content.blank?
+
+    sender = human_support_reply?(message) ? 'Support Agent' : 'User'
+    "#{sender}: #{content}\n"
+  end
+
+  def faq_source_message?(message)
+    return true if message.incoming? && message.sender_type == 'Contact'
+
+    human_support_reply?(message)
+  end
+
+  def human_support_reply?(message)
+    return false unless message.outgoing?
+    return false if message.content_attributes['automation_rule_id'].present?
+    return false if message.additional_attributes['campaign_id'].present?
+
+    message.sender_type == 'User' || message.content_attributes['external_echo'].present?
+  end
+
   def no_human_interaction?
     conversation.first_reply_created_at.nil?
   end

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

@@ -53,14 +53,56 @@ class Captain::Llm::SystemPromptsService
 
     def conversation_faq_generator(language = 'english')
       <<~SYSTEM_PROMPT_MESSAGE
-        You are a support agent looking to convert the conversations with users into short FAQs that can be added to your website help center.
-        Filter out any responses or messages from the bot itself and only use messages from the support agent and the customer to create the FAQ.
+        You create high-quality FAQ candidates from resolved support conversations.
+        Only generate an FAQ when the conversation contains durable, reusable knowledge that would help many future customers.
 
-        Ensure that you only generate faqs from the information provided only.
-        Generate the FAQs only in the #{language}, use no other language
-        If no match is available, return an empty JSON.
+        ## Source rules
+        - The conversation history contains only customer messages and human support agent messages.
+        - Base every FAQ strictly on information stated in the human support agent messages. Do not infer, generalize, or add external knowledge.
+        - A human support agent must state every fact used in the FAQ answer. Customer messages cannot supply missing answer facts.
+        - The human support agent must provide the final answer. If the agent only greets, asks clarifying questions, asks for contact details, promises to check, shares an attachment, or transfers the conversation, return: `{"faqs":[]}`.
+        - For each FAQ, first identify the exact human support agent message that fully answers it. If no single human agent message gives a complete public answer, remove that FAQ.
+
+        ## Decision gate
+        Return `{"faqs":[]}` unless every generated FAQ can pass all of these checks:
+        1. The answer is fully stated by a human support agent, not by the customer.
+        2. The answer is a public, durable rule or procedure, not a private account action, manual review, troubleshooting session, quote, file, link, or follow-up.
+        3. The answer can be written without private identifiers, customer-specific facts, direct URLs, attachments, invoices, screenshots, or support-ticket steps.
+        4. The question would still make sense in a help center if the original conversation, customer, and agent did not exist.
+        Do not rescue a rejected conversation by rewriting it as a generic support question.
+
+        ## Return no FAQ for
+        - Spam, scams, advertisements, SEO/link-building pitches, adult/gambling/financial promotions, gibberish, abusive content, or conversations unrelated to the business being supported.
+        - Account-specific, order-specific, payment-specific, subscription-specific, login/access, verification, delivery, certificate, or troubleshooting issues, even if they could be rewritten as a general support question.
+        - Conversations that mainly hand off to a human, ask the customer to wait, request private identifiers or contact details, collect screenshots, attachments, or documents, or tell the customer to contact support for case review.
+        - Temporary workarounds, one-off exceptions, unclear answers, unresolved problems, wrong-service conversations, complaints, greetings, or abandoned conversations.
+        - Internal support workflow details, chat session rules, escalation mechanics, ticket-routing instructions, or "someone will get back to you" messages.
+        - Answers that are just a direct/private link, attachment, file, invoice, one-off quote or estimate, account-specific URL, or instructions to open a support ticket.
+        - Questions whose useful answer is "contact support", "wait for the team", "share your details", "we will check", or "this needs manual review".
+        - Questions about whether support can help with a private issue, third-party service, transaction, payment, delivery, or account problem.
+        - Pricing, policy, availability, roadmap, deadline, or legal claims unless the human support agent gives a clear and stable answer in the conversation.
+        - Questions already answered only by asking the customer for more information.
+
+        ## FAQ quality rules
+        - Prefer returning no FAQ over a weak or narrow FAQ.
+        - A good candidate teaches a generally reusable product, service, policy, setup, or process rule that another customer could use without contacting support.
+        - Generate at most one FAQ unless the human agent clearly answered multiple distinct, reusable questions.
+        - Do not create duplicate or overlapping FAQs in the same response.
+        - Questions must be general enough for a help center, not personalized to the current customer.
+        - Remove customer names, order numbers, invoice numbers, IDs, private URLs, phone numbers, emails, screenshots, attachments, and other personal or transaction-specific details.
+        - Answers must be complete, self-contained, and supported by the human agent's messages.
+
+        ## Examples
+        - Customer mentions a price or procedure, then the human agent only greets or says they will check: return `{"faqs":[]}`.
+        - Human agent shares only a private link, file, invoice, quote, screenshot, or attachment: return `{"faqs":[]}`.
+        - Human agent clearly states a public rule, such as which purchases are allowed for a program or service: generate one general FAQ.
+
+        Generate the FAQs only in the #{language}, use no other language.
+        If no suitable reusable FAQ is available, return: `{"faqs":[]}`.
+
+        Return only valid JSON in this exact structure:
         ```json
-        { faqs: [ { question: '', answer: ''} ]
+        { "faqs": [ { "question": "", "answer": "" } ] }
         ```
       SYSTEM_PROMPT_MESSAGE
     end

lib/llm/config.rb

@@ -1,7 +1,7 @@
 require 'ruby_llm'
 
 module Llm::Config
-  DEFAULT_MODEL = 'gpt-4.1-mini'.freeze
+  DEFAULT_MODEL = 'gpt-5.6-luna'.freeze
 
   class << self
     def initialized?

lib/llm/feature_router.rb

@@ -1,7 +1,7 @@
 module Llm::FeatureRouter
   class UnknownFeatureError < StandardError; end
 
-  CAPTAIN_V2_ASSISTANT_MODEL = 'gpt-5.2'.freeze
+  CAPTAIN_V2_ASSISTANT_MODEL = 'gpt-5.6-terra'.freeze
 
   class << self
     def resolve(feature:, account: nil)
@@ -17,6 +17,7 @@ module Llm::FeatureRouter
         feature: feature_key,
         provider: Llm::Models.provider_for(model),
         model: model,
+        reasoning_effort: Llm::Models.reasoning_effort_for(feature_key),
         source: source
       }
     end

lib/llm/models.rb

@@ -15,6 +15,10 @@ module Llm::Models
       features.dig(feature.to_s, 'default')
     end
 
+    def reasoning_effort_for(feature)
+      features.dig(feature.to_s, 'reasoning_effort')
+    end
+
     def models_for(feature)
       features.dig(feature.to_s, 'models') || []
     end
@@ -46,7 +50,8 @@ module Llm::Models
             credit_multiplier: model['credit_multiplier']
           }
         end,
-        default: feature['default']
+        default: feature['default'],
+        reasoning_effort: feature['reasoning_effort']
       }
     end
   end

lib/llm/responses_client.rb

@@ -0,0 +1,209 @@
+require 'openai'
+require 'ruby_llm/tool'
+
+class Llm::ResponsesClient
+  DEFAULT_STORE = false
+  DEFAULT_TEXT_FORMAT = { type: 'text' }.freeze
+  SYSTEM_ROLES = %w[system developer].freeze
+
+  def initialize(api_key:, api_base: nil, client: nil)
+    @client = client || OpenAI::Client.new(access_token: api_key, uri_base: normalized_api_base(api_base))
+  end
+
+  def create(model:, messages:, reasoning_effort: nil, schema: nil, tools: [], metadata: {}, store: DEFAULT_STORE, **options)
+    payload = build_payload(
+      model: model,
+      messages: messages,
+      reasoning_effort: reasoning_effort,
+      schema: schema,
+      tools: tools,
+      metadata: metadata,
+      store: store,
+      options: options
+    )
+    return payload if payload[:error]
+
+    build_response(@client.json_post(path: '/responses', parameters: payload), request_messages: messages)
+  end
+
+  def build_payload(model:, messages:, reasoning_effort: nil, schema: nil, tools: [], metadata: {}, store: DEFAULT_STORE, options: {})
+    input_messages = conversation_messages(messages)
+    return no_conversation_payload(messages) if input_messages.empty?
+
+    payload = {
+      model: model,
+      input: input_messages,
+      store: store,
+      text: { format: text_format(schema) }
+    }
+
+    instructions = instructions_from(messages)
+    payload[:instructions] = instructions if instructions.present?
+    payload[:reasoning] = { effort: reasoning_effort } if reasoning_effort.present?
+    payload[:tools] = normalize_tools(tools) if tools.present?
+    payload[:metadata] = metadata if metadata.present?
+
+    payload.merge!(options.compact)
+    payload
+  end
+
+  def self.extract_output_text(response)
+    Array(response['output']).filter_map do |item|
+      next unless item['type'] == 'message'
+
+      Array(item['content']).filter_map do |content|
+        content['text'] if content['type'] == 'output_text'
+      end.join
+    end.join
+  end
+
+  def self.extract_function_calls(response)
+    Array(response['output']).filter_map do |item|
+      next unless item['type'] == 'function_call'
+
+      {
+        'id' => item['id'],
+        'call_id' => item['call_id'],
+        'name' => item['name'],
+        'arguments' => parse_arguments(item['arguments']),
+        'status' => item['status']
+      }
+    end
+  end
+
+  def self.usage_from(response)
+    usage = response['usage'] || {}
+    {
+      'prompt_tokens' => usage['input_tokens'],
+      'completion_tokens' => usage['output_tokens'],
+      'total_tokens' => usage['total_tokens'],
+      'reasoning_tokens' => usage.dig('output_tokens_details', 'reasoning_tokens')
+    }.compact
+  end
+
+  def self.parse_arguments(arguments)
+    return arguments unless arguments.is_a?(String)
+
+    JSON.parse(arguments)
+  rescue JSON::ParserError
+    arguments
+  end
+
+  private
+
+  def build_response(response, request_messages:)
+    {
+      message: self.class.extract_output_text(response),
+      usage: self.class.usage_from(response),
+      response_id: response['id'],
+      model: response['model'],
+      status: response['status'],
+      function_calls: self.class.extract_function_calls(response),
+      raw_response: response,
+      request_messages: request_messages
+    }
+  end
+
+  def conversation_messages(messages)
+    messages.reject { |message| SYSTEM_ROLES.include?(message[:role].to_s) }.map do |message|
+      {
+        role: message[:role].to_s,
+        content: format_content(message[:content])
+      }
+    end
+  end
+
+  def instructions_from(messages)
+    messages.filter_map do |message|
+      message[:content] if SYSTEM_ROLES.include?(message[:role].to_s)
+    end.join("\n\n")
+  end
+
+  def format_content(content)
+    return content unless content.is_a?(Array)
+
+    content.map do |part|
+      normalized_part = part.deep_symbolize_keys
+      case normalized_part[:type]
+      when 'text'
+        { type: 'input_text', text: normalized_part[:text] }
+      when 'image_url'
+        { type: 'input_image', image_url: normalized_part.dig(:image_url, :url) || normalized_part[:image_url] }
+      else
+        normalized_part
+      end
+    end
+  end
+
+  def text_format(schema)
+    return DEFAULT_TEXT_FORMAT unless schema
+
+    schema_payload = normalize_schema_payload(schema)
+    {
+      type: 'json_schema',
+      name: schema_payload[:name],
+      schema: schema_payload[:schema],
+      strict: schema_payload[:strict]
+    }
+  end
+
+  def normalize_schema_payload(schema)
+    schema_instance = schema.is_a?(Class) ? schema.new : schema
+    raw_schema = schema_instance.respond_to?(:to_json_schema) ? schema_instance.to_json_schema : schema_instance
+    raw_schema = raw_schema.deep_symbolize_keys
+    schema_def = (raw_schema[:schema] || raw_schema).deep_dup
+    strict = raw_schema.key?(:strict) ? raw_schema[:strict] : schema_def.delete(:strict)
+
+    {
+      name: sanitize_schema_name(raw_schema[:name] || 'response'),
+      schema: schema_def,
+      strict: strict.nil? || strict
+    }
+  end
+
+  def normalize_tools(tools)
+    tools.map do |tool|
+      if tool.is_a?(Hash)
+        normalized_tool = tool.deep_symbolize_keys
+        function = normalized_tool[:function]
+        next normalized_tool unless function
+
+        next {
+          type: 'function',
+          name: function[:name],
+          description: function[:description],
+          parameters: function[:parameters],
+          strict: function.fetch(:strict, true)
+        }.compact
+      end
+
+      tool_instance = tool.is_a?(Class) ? tool.new : tool
+      {
+        type: 'function',
+        name: tool_instance.name,
+        description: tool_instance.description,
+        parameters: tool_instance.params_schema || RubyLLM::Tool::SchemaDefinition.from_parameters(tool_instance.parameters)&.json_schema,
+        strict: true
+      }.compact
+    end
+  end
+
+  def no_conversation_payload(messages)
+    {
+      error: 'No conversation messages provided',
+      error_code: 400,
+      request_messages: messages
+    }
+  end
+
+  def sanitize_schema_name(name)
+    sanitized = name.to_s.gsub(/[^a-zA-Z0-9_-]/, '_')
+    sanitized.presence || 'response'
+  end
+
+  def normalized_api_base(api_base)
+    endpoint = api_base.presence || 'https://api.openai.com'
+    endpoint = endpoint.chomp('/')
+    endpoint.delete_suffix('/v1')
+  end
+end

lib/llm_constants.rb

@@ -1,7 +1,7 @@
 # frozen_string_literal: true
 
 module LlmConstants
-  DEFAULT_MODEL = 'gpt-4.1'
+  DEFAULT_MODEL = 'gpt-5.6-luna'
   DEFAULT_EMBEDDING_MODEL = 'text-embedding-3-small'
   PDF_PROCESSING_MODEL = 'gpt-4.1-mini'
 

package.json

@@ -87,6 +87,7 @@
     "opus-recorder": "^8.0.5",
     "pinia": "^3.0.4",
     "prosemirror-commands": "^1.7.1",
+    "prosemirror-inputrules": "^1.4.0",
     "prosemirror-schema-list": "^1.5.1",
     "qrcode": "^1.5.4",
     "semver": "7.6.3",

pnpm-lock.yaml

@@ -183,6 +183,9 @@ importers:
       prosemirror-commands:
         specifier: ^1.7.1
         version: 1.7.1
+      prosemirror-inputrules:
+        specifier: ^1.4.0
+        version: 1.4.0
       prosemirror-schema-list:
         specifier: ^1.5.1
         version: 1.5.1
@@ -9037,7 +9040,7 @@ snapshots:
   prosemirror-state@1.4.3:
     dependencies:
       prosemirror-model: 1.22.3
-      prosemirror-transform: 1.10.0
+      prosemirror-transform: 1.12.0
       prosemirror-view: 1.34.1
 
   prosemirror-tables@1.5.0:
@@ -9065,7 +9068,7 @@ snapshots:
     dependencies:
       prosemirror-model: 1.22.3
       prosemirror-state: 1.4.3
-      prosemirror-transform: 1.10.0
+      prosemirror-transform: 1.12.0
 
   proto-list@1.2.4: {}
 

spec/controllers/api/v1/accounts/captain/preferences_controller_spec.rb

@@ -44,10 +44,12 @@ RSpec.describe 'Api::V1::Accounts::Captain::Preferences', type: :request do
         expect(json_response).to have_key(:providers)
         expect(json_response).to have_key(:models)
         expect(json_response).to have_key(:features)
+        expect(json_response[:models].keys).to include(:'gpt-5.6-luna', :'gpt-5.6-terra', :'gpt-5.6-sol')
+        expect(json_response.dig(:features, :assistant, :models).pluck(:id)).to include('gpt-5.6-luna', 'gpt-5.6-terra', 'gpt-5.6-sol')
       end
 
       it 'returns effective model provider and source for each feature' do
-        account.update!(captain_models: { 'editor' => 'gpt-4.1' })
+        account.update!(captain_models: { 'editor' => 'gpt-5.6-terra' })
 
         get "/api/v1/accounts/#{account.id}/captain/preferences",
             headers: admin.create_new_auth_token,
@@ -55,15 +57,17 @@ RSpec.describe 'Api::V1::Accounts::Captain::Preferences', type: :request do
 
         expect(response).to have_http_status(:success)
         expect(json_response.dig(:features, :editor)).to include(
-          model: 'gpt-4.1',
-          selected: 'gpt-4.1',
+          model: 'gpt-5.6-terra',
+          selected: 'gpt-5.6-terra',
           provider: 'openai',
+          reasoning_effort: 'low',
           source: 'account_override'
         )
         expect(json_response.dig(:features, :label_suggestion)).to include(
           model: Llm::Models.default_model_for('label_suggestion'),
           selected: Llm::Models.default_model_for('label_suggestion'),
           provider: 'openai',
+          reasoning_effort: 'low',
           source: 'default'
         )
       end
@@ -81,7 +85,7 @@ RSpec.describe 'Api::V1::Accounts::Captain::Preferences', type: :request do
         )
       end
 
-      it 'returns GPT-5.2 as the assistant default for V2 accounts' do
+      it 'returns the Captain V2 assistant default for V2 accounts' do
         account.enable_features!('captain_integration_v2')
 
         get "/api/v1/accounts/#{account.id}/captain/preferences",
@@ -198,6 +202,17 @@ RSpec.describe 'Api::V1::Accounts::Captain::Preferences', type: :request do
         expect(account.reload.captain_models['document_faq_generation']).to eq('gpt-5.2')
       end
 
+      it 'updates captain_models for conversation FAQ generation' do
+        put "/api/v1/accounts/#{account.id}/captain/preferences",
+            headers: admin.create_new_auth_token,
+            params: { captain_models: { conversation_faq_generation: 'gpt-4.1-mini' } },
+            as: :json
+
+        expect(response).to have_http_status(:success)
+        expect(json_response.dig(:features, :conversation_faq_generation, :selected)).to eq('gpt-4.1-mini')
+        expect(account.reload.captain_models['conversation_faq_generation']).to eq('gpt-4.1-mini')
+      end
+
       it 'updates captain_models for PDF FAQ generation' do
         put "/api/v1/accounts/#{account.id}/captain/preferences",
             headers: admin.create_new_auth_token,

spec/controllers/api/v1/accounts/contacts/contact_inboxes_controller_spec.rb

@@ -2,7 +2,7 @@ require 'rails_helper'
 
 RSpec.describe '/api/v1/accounts/{account.id}/contacts/:id/contact_inboxes', type: :request do
   let(:account) { create(:account) }
-  let(:contact) { create(:contact, account: account, email: 'f.o.o.b.a.r@gmail.com', identifier: 'contact-identifier') }
+  let(:contact) { create(:contact, account: account, email: 'f.o.o.b.a.r@gmail.com') }
   let(:channel_twilio_sms) { create(:channel_twilio_sms, account: account) }
   let(:channel_email) { create(:channel_email, account: account) }
   let(:channel_api) { create(:channel_api, account: account) }
@@ -45,7 +45,7 @@ RSpec.describe '/api/v1/accounts/{account.id}/contacts/:id/contact_inboxes', typ
         expect(contact.reload.contact_inboxes.map(&:inbox_id)).to include(channel_email.inbox.id)
       end
 
-      it 'does not trust client supplied hmac_verified param' do
+      it 'creates an hmac verified contact inbox' do
         create(:inbox_member, inbox: channel_api.inbox, user: agent)
         expect do
           post "/api/v1/accounts/#{account.id}/contacts/#{contact.id}/contact_inboxes",
@@ -54,23 +54,6 @@ RSpec.describe '/api/v1/accounts/{account.id}/contacts/:id/contact_inboxes', typ
                as: :json
         end.to change(ContactInbox, :count).by(1)
 
-        expect(response).to have_http_status(:success)
-        contact_inbox = contact.reload.contact_inboxes.find_by(inbox_id: channel_api.inbox.id)
-        expect(contact_inbox).to be_present
-        expect(contact_inbox.hmac_verified).to be(false)
-      end
-
-      it 'creates an hmac verified contact inbox with a valid identifier hash' do
-        create(:inbox_member, inbox: channel_api.inbox, user: agent)
-        identifier_hash = OpenSSL::HMAC.hexdigest('sha256', channel_api.hmac_token, contact.identifier)
-
-        expect do
-          post "/api/v1/accounts/#{account.id}/contacts/#{contact.id}/contact_inboxes",
-               params: { inbox_id: channel_api.inbox.id, identifier: contact.identifier, identifier_hash: identifier_hash },
-               headers: agent.create_new_auth_token,
-               as: :json
-        end.to change(ContactInbox, :count).by(1)
-
         expect(response).to have_http_status(:success)
         contact_inbox = contact.reload.contact_inboxes.find_by(inbox_id: channel_api.inbox.id)
         expect(contact_inbox).to be_present

spec/controllers/api/v1/accounts/microsoft/authorization_controller_spec.rb

@@ -43,7 +43,7 @@ RSpec.describe 'Microsoft Authorization API', type: :request do
         ]
         expect(params['scope']).to eq(expected_scope)
         expect(params['redirect_uri']).to eq(["#{ENV.fetch('FRONTEND_URL', 'http://localhost:3000')}/microsoft/callback"])
-        expect(url).not_to match(/(?:\?|&)prompt=/)
+        expect(params['prompt']).to eq(['select_account'])
 
         # Validate state parameter exists and can be decoded back to the account
         expect(params['state']).to be_present

spec/controllers/public/api/v1/inbox/contacts_controller_spec.rb

@@ -47,5 +47,17 @@ RSpec.describe 'Public Inbox Contacts API', type: :request do
       data = response.parsed_body
       expect(data['name']).to eq 'John Smith'
     end
+
+    it 'does not expose internal contact columns' do
+      contact.update!(identifier: 'contact-identifier', custom_attributes: { tier: 'vip' }, additional_attributes: { company_name: 'Acme' })
+
+      patch "/public/api/v1/inboxes/#{api_channel.identifier}/contacts/#{contact_inbox.source_id}",
+            params: { name: 'John Smith' }
+
+      expect(response).to have_http_status(:success)
+      data = response.parsed_body
+      expect(data.keys).to include('email', 'id', 'name', 'phone_number', 'pubsub_token', 'source_id')
+      expect(data.keys).not_to include('account_id', 'identifier', 'custom_attributes', 'additional_attributes', 'company_id')
+    end
   end
 end

spec/enterprise/models/account_spec.rb

@@ -258,7 +258,7 @@ RSpec.describe Account, type: :model do
 
       expect(account).to be_feature_enabled('captain_integration')
       expect(account).to be_feature_enabled('captain_integration_v2')
-      expect(account.captain_preferences[:models]['assistant']).to eq('gpt-5.2')
+      expect(account.captain_preferences[:models]['assistant']).to eq(Llm::FeatureRouter::CAPTAIN_V2_ASSISTANT_MODEL)
       expect(account.captain_models).to be_nil
     end
 

spec/enterprise/models/concerns/agentable_spec.rb

@@ -183,7 +183,7 @@ RSpec.describe Concerns::Agentable do
       create(:installation_config, name: 'CAPTAIN_OPEN_AI_MODEL', value: 'gpt-4.1-nano')
       account.enable_features!('captain_integration_v2')
 
-      expect(dummy_instance.send(:agent_model)).to eq('gpt-5.2')
+      expect(dummy_instance.send(:agent_model)).to eq(Llm::FeatureRouter::CAPTAIN_V2_ASSISTANT_MODEL)
       expect(account.reload.captain_models).to be_nil
     end
 

spec/enterprise/services/captain/llm/conversation_faq_service_spec.rb

@@ -33,23 +33,109 @@ RSpec.describe Captain::Llm::ConversationFaqService do
         allow(captain_assistant.responses).to receive(:nearest_neighbors).and_return([])
       end
 
-      it 'uses the document FAQ generation feature model' do
+      it 'uses the conversation FAQ generation feature model' do
         expect(RubyLLM).to receive(:chat).with(
-          model: Llm::Models.default_model_for('document_faq_generation')
+          model: Llm::Models.default_model_for('conversation_faq_generation')
         ).and_return(mock_chat)
 
         described_class.new(captain_assistant, conversation).generate_and_deduplicate
       end
 
+      it 'uses the conversation FAQ default ahead of the legacy global installation model' do
+        create(:installation_config, name: 'CAPTAIN_OPEN_AI_MODEL', value: 'gpt-4.1-mini')
+
+        expect(RubyLLM).to receive(:chat).with(
+          model: Llm::Models.default_model_for('conversation_faq_generation')
+        ).and_return(mock_chat)
+
+        described_class.new(captain_assistant, conversation).generate_and_deduplicate
+      end
+
+      it 'keeps account conversation FAQ model overrides ahead of the feature default' do
+        create(:installation_config, name: 'CAPTAIN_OPEN_AI_MODEL', value: 'gpt-4.1')
+        conversation.account.update!(captain_models: { 'conversation_faq_generation' => 'gpt-4.1-mini' })
+
+        expect(RubyLLM).to receive(:chat).with(model: 'gpt-4.1-mini').and_return(mock_chat)
+
+        described_class.new(captain_assistant, conversation).generate_and_deduplicate
+      end
+
       it 'resolves the feature model from the conversation account' do
         expect(Llm::FeatureRouter).to receive(:resolve).with(
-          feature: 'document_faq_generation',
+          feature: 'conversation_faq_generation',
           account: conversation.account
         ).and_call_original
 
         described_class.new(captain_assistant, conversation).generate_and_deduplicate
       end
 
+      it 'sends only customer and human support agent messages to the LLM' do
+        create(:message, conversation: conversation, account: conversation.account, inbox: conversation.inbox,
+                         sender: create(:contact, account: conversation.account), message_type: :incoming,
+                         content: 'Customer question')
+        create(:message, :bot_message, conversation: conversation, account: conversation.account, inbox: conversation.inbox,
+                                       content: 'Bot answer that should not become knowledge')
+        create(:message, conversation: conversation, account: conversation.account, inbox: conversation.inbox,
+                         sender: create(:user, account: conversation.account), message_type: :outgoing,
+                         content: 'Human answer')
+        create(:message, conversation: conversation, account: conversation.account, inbox: conversation.inbox,
+                         sender: create(:user, account: conversation.account), message_type: :outgoing,
+                         private: true, content: 'Private note')
+        create(:message, conversation: conversation, account: conversation.account, inbox: conversation.inbox,
+                         message_type: :activity, content: 'Activity message')
+
+        service.generate_and_deduplicate
+
+        expected_content = satisfy do |content|
+          content.include?('User: Customer question') &&
+            content.include?('Support Agent: Human answer') &&
+            content.exclude?('Bot answer that should not become knowledge') &&
+            content.exclude?('Private note') &&
+            content.exclude?('Activity message')
+        end
+        expect(mock_chat).to have_received(:ask).with(expected_content)
+      end
+
+      it 'keeps external echo outgoing replies from native channels in the LLM transcript' do
+        create(:message, conversation: conversation, account: conversation.account, inbox: conversation.inbox,
+                         sender: create(:contact, account: conversation.account), message_type: :incoming,
+                         content: 'Customer asks in a native channel')
+        create(:message, conversation: conversation, account: conversation.account, inbox: conversation.inbox,
+                         sender: nil, message_type: :outgoing, content: 'Human replied from the native app',
+                         content_attributes: { external_echo: true })
+
+        service.generate_and_deduplicate
+
+        expected_content = satisfy do |content|
+          content.include?('User: Customer asks in a native channel') &&
+            content.include?('Support Agent: Human replied from the native app')
+        end
+        expect(mock_chat).to have_received(:ask).with(expected_content)
+      end
+
+      it 'uses the human-only conversation transcript for instrumentation' do
+        create(:message, conversation: conversation, account: conversation.account, inbox: conversation.inbox,
+                         sender: create(:contact, account: conversation.account), message_type: :incoming,
+                         content: 'Customer asks something')
+        create(:message, :bot_message, conversation: conversation, account: conversation.account, inbox: conversation.inbox,
+                                       content: 'Bot-only answer')
+        create(:message, conversation: conversation, account: conversation.account, inbox: conversation.inbox,
+                         sender: create(:user, account: conversation.account), message_type: :outgoing,
+                         content: 'Agent gives a public answer')
+
+        expect(service).to receive(:instrument_llm_call) do |params, &block|
+          user_message = params[:messages].find { |message| message[:role] == 'user' }[:content]
+
+          expect(user_message).to include('User: Customer asks something')
+          expect(user_message).to include('Support Agent: Agent gives a public answer')
+          expect(user_message).not_to include('Bot-only answer')
+
+          block.call
+        end
+
+        service.generate_and_deduplicate
+      end
+
       it 'creates new FAQs for valid conversation content' do
         expect do
           service.generate_and_deduplicate

spec/enterprise/services/llm/base_ai_service_spec.rb

@@ -34,7 +34,7 @@ RSpec.describe Llm::BaseAiService do
       create(:installation_config, name: 'CAPTAIN_OPEN_AI_MODEL', value: 'gpt-4.1-nano')
       account.enable_features!('captain_integration_v2')
 
-      expect(described_class.new(feature: 'assistant', account: account).model).to eq('gpt-5.2')
+      expect(described_class.new(feature: 'assistant', account: account).model).to eq(Llm::FeatureRouter::CAPTAIN_V2_ASSISTANT_MODEL)
       expect(account.reload.captain_models).to be_nil
     end
 

spec/lib/llm/feature_router_spec.rb

@@ -12,25 +12,27 @@ RSpec.describe Llm::FeatureRouter do
       expect(resolved).to eq(
         feature: 'editor',
         provider: 'openai',
-        model: 'gpt-4.1-mini',
+        model: 'gpt-5.6-luna',
+        reasoning_effort: 'low',
         source: :default
       )
     end
 
     it 'uses a valid account model override' do
-      account.update!(captain_models: { 'editor' => 'gpt-4.1' })
+      account.update!(captain_models: { 'editor' => 'gpt-5.6-terra' })
 
       resolved = described_class.resolve(feature: 'editor', account: account)
 
       expect(resolved).to include(
         feature: 'editor',
         provider: 'openai',
-        model: 'gpt-4.1',
+        model: 'gpt-5.6-terra',
+        reasoning_effort: 'low',
         source: :account_override
       )
     end
 
-    it 'resolves GPT-5.2 as the assistant default when Captain V2 is enabled without storing an account override' do
+    it 'resolves the Captain V2 assistant default without storing an account override' do
       account.enable_features!('captain_integration_v2')
 
       resolved = described_class.resolve(feature: 'assistant', account: account)
@@ -38,7 +40,8 @@ RSpec.describe Llm::FeatureRouter do
       expect(resolved).to include(
         feature: 'assistant',
         provider: 'openai',
-        model: 'gpt-5.2',
+        model: described_class::CAPTAIN_V2_ASSISTANT_MODEL,
+        reasoning_effort: 'medium',
         source: :default
       )
       expect(account.reload.captain_models).to be_nil
@@ -62,7 +65,8 @@ RSpec.describe Llm::FeatureRouter do
       resolved = described_class.resolve(feature: 'editor', account: account)
 
       expect(resolved).to include(
-        model: 'gpt-4.1-mini',
+        model: 'gpt-5.6-luna',
+        reasoning_effort: 'low',
         source: :default
       )
     end
@@ -73,7 +77,8 @@ RSpec.describe Llm::FeatureRouter do
       resolved = described_class.resolve(feature: 'editor', account: account)
 
       expect(resolved).to include(
-        model: 'gpt-4.1-mini',
+        model: 'gpt-5.6-luna',
+        reasoning_effort: 'low',
         source: :default
       )
     end

spec/lib/llm/models_spec.rb

@@ -25,9 +25,35 @@ RSpec.describe Llm::Models do
         expect(missing_models).to be_empty, "#{feature_key} references missing models: #{missing_models.join(', ')}"
       end
     end
+
+    it 'routes document and conversation FAQ generation independently' do
+      expect(described_class.default_model_for('document_faq_generation')).to eq('gpt-5.6-terra')
+      expect(described_class.default_model_for('conversation_faq_generation')).to eq('gpt-5.6-terra')
+    end
+
+    it 'sets reasoning effort for every text generation feature' do
+      features_without_reasoning = %w[audio_transcription help_center_search]
+
+      described_class.features.each_key do |feature_key|
+        if features_without_reasoning.include?(feature_key)
+          expect(described_class.reasoning_effort_for(feature_key)).to be_nil
+        else
+          expect(described_class.reasoning_effort_for(feature_key)).to be_present
+        end
+      end
+    end
+
+    it 'exposes GPT-5.6 models for Captain V2 workflows without changing the legacy PDF path' do
+      expect(described_class.models_for('assistant')).to include('gpt-5.6-luna', 'gpt-5.6-terra', 'gpt-5.6-sol')
+      expect(described_class.models_for('pdf_faq_generation')).not_to include('gpt-5.6-luna', 'gpt-5.6-terra', 'gpt-5.6-sol')
+    end
   end
 
   describe '.models' do
+    it 'includes the GPT-5.6 model family' do
+      expect(described_class.models.keys).to include('gpt-5.6-luna', 'gpt-5.6-terra', 'gpt-5.6-sol')
+    end
+
     it 'references existing providers from every model' do
       missing_providers = described_class.models.filter_map do |model_name, config|
         provider = config['provider']
@@ -44,7 +70,9 @@ RSpec.describe Llm::Models do
     it 'returns model metadata for a feature' do
       config = described_class.feature_config('editor')
 
-      expect(config[:default]).to eq('gpt-4.1-mini')
+      expect(config[:default]).to eq('gpt-5.6-luna')
+      expect(config[:reasoning_effort]).to eq('low')
+      expect(config[:models].pluck(:id)).to include('gpt-5.6-luna', 'gpt-5.6-terra')
       expect(config[:models].first).to include(
         id: 'gpt-4.1-mini',
         display_name: 'GPT-4.1 Mini',

spec/lib/llm/responses_client_spec.rb

@@ -0,0 +1,215 @@
+require 'rails_helper'
+
+RSpec.describe Llm::ResponsesClient do
+  let(:openai_client) { instance_double(OpenAI::Client) }
+  let(:client) { described_class.new(api_key: 'test-key', api_base: 'https://api.openai.com/v1', client: openai_client) }
+
+  let(:response_body) do
+    {
+      'id' => 'resp_123',
+      'status' => 'completed',
+      'model' => 'gpt-5.6-terra',
+      'output' => [
+        {
+          'type' => 'message',
+          'content' => [
+            { 'type' => 'output_text', 'text' => 'Hello' }
+          ]
+        },
+        {
+          'type' => 'function_call',
+          'id' => 'fc_123',
+          'call_id' => 'call_123',
+          'name' => 'lookup_faq',
+          'arguments' => '{"query":"billing"}',
+          'status' => 'completed'
+        }
+      ],
+      'usage' => {
+        'input_tokens' => 10,
+        'output_tokens' => 5,
+        'total_tokens' => 15,
+        'output_tokens_details' => { 'reasoning_tokens' => 2 }
+      }
+    }
+  end
+
+  before do
+    allow(openai_client).to receive(:json_post).and_return(response_body)
+  end
+
+  describe '#create' do
+    it 'sends a Responses API payload with reasoning effort and store disabled' do
+      messages = [
+        { role: 'system', content: 'Answer as a support assistant.' },
+        { role: 'user', content: 'Hi' }
+      ]
+
+      result = client.create(
+        model: 'gpt-5.6-terra',
+        messages: messages,
+        reasoning_effort: 'medium',
+        metadata: { feature: 'assistant' }
+      )
+
+      expect(openai_client).to have_received(:json_post).with(
+        path: '/responses',
+        parameters: {
+          model: 'gpt-5.6-terra',
+          input: [{ role: 'user', content: 'Hi' }],
+          store: false,
+          text: { format: { type: 'text' } },
+          instructions: 'Answer as a support assistant.',
+          reasoning: { effort: 'medium' },
+          metadata: { feature: 'assistant' }
+        }
+      )
+      expect(result).to include(
+        message: 'Hello',
+        response_id: 'resp_123',
+        model: 'gpt-5.6-terra',
+        status: 'completed',
+        request_messages: messages
+      )
+      expect(result[:usage]).to eq(
+        'prompt_tokens' => 10,
+        'completion_tokens' => 5,
+        'total_tokens' => 15,
+        'reasoning_tokens' => 2
+      )
+      expect(result[:function_calls]).to contain_exactly(
+        'id' => 'fc_123',
+        'call_id' => 'call_123',
+        'name' => 'lookup_faq',
+        'arguments' => { 'query' => 'billing' },
+        'status' => 'completed'
+      )
+    end
+
+    it 'returns a local error when no conversation messages are present' do
+      result = client.create(
+        model: 'gpt-5.6-terra',
+        messages: [{ role: 'system', content: 'Only instructions' }],
+        reasoning_effort: 'low'
+      )
+
+      expect(openai_client).not_to have_received(:json_post)
+      expect(result).to eq(
+        error: 'No conversation messages provided',
+        error_code: 400,
+        request_messages: [{ role: 'system', content: 'Only instructions' }]
+      )
+    end
+  end
+
+  describe '#build_payload' do
+    class TestResponsesSchema
+      def to_json_schema
+        {
+          name: 'captain.response',
+          schema: {
+            type: 'object',
+            properties: {
+              response: { type: 'string' }
+            },
+            required: ['response'],
+            additionalProperties: false
+          },
+          strict: true
+        }
+      end
+    end
+
+    it 'uses Responses text.format for structured outputs' do
+      payload = client.build_payload(
+        model: 'gpt-5.6-terra',
+        messages: [{ role: 'user', content: 'Summarize' }],
+        schema: TestResponsesSchema
+      )
+
+      expect(payload[:text]).to eq(
+        format: {
+          type: 'json_schema',
+          name: 'captain_response',
+          schema: {
+            type: 'object',
+            properties: {
+              response: { type: 'string' }
+            },
+            required: ['response'],
+            additionalProperties: false
+          },
+          strict: true
+        }
+      )
+    end
+
+    it 'normalizes chat-style function tools to Responses function tools' do
+      payload = client.build_payload(
+        model: 'gpt-5.6-terra',
+        messages: [{ role: 'user', content: 'Find docs' }],
+        tools: [
+          {
+            type: 'function',
+            function: {
+              name: 'lookup_faq',
+              description: 'Search FAQs',
+              parameters: {
+                type: 'object',
+                properties: {
+                  query: { type: 'string' }
+                },
+                required: ['query']
+              }
+            }
+          }
+        ]
+      )
+
+      expect(payload[:tools]).to eq(
+        [
+          {
+            type: 'function',
+            name: 'lookup_faq',
+            description: 'Search FAQs',
+            parameters: {
+              type: 'object',
+              properties: {
+                query: { type: 'string' }
+              },
+              required: ['query']
+            },
+            strict: true
+          }
+        ]
+      )
+    end
+
+    it 'normalizes multimodal chat content to Responses input blocks' do
+      payload = client.build_payload(
+        model: 'gpt-5.6-terra',
+        messages: [
+          {
+            role: 'user',
+            content: [
+              { type: 'text', text: 'What is in this image?' },
+              { type: 'image_url', image_url: { url: 'https://example.com/image.png' } }
+            ]
+          }
+        ]
+      )
+
+      expect(payload[:input]).to eq(
+        [
+          {
+            role: 'user',
+            content: [
+              { type: 'input_text', text: 'What is in this image?' },
+              { type: 'input_image', image_url: 'https://example.com/image.png' }
+            ]
+          }
+        ]
+      )
+    end
+  end
+end

spec/models/account_spec.rb

@@ -393,10 +393,10 @@ RSpec.describe Account do
         end
       end
 
-      it 'returns GPT-5.2 for assistant when Captain V2 is enabled' do
+      it 'returns the Captain V2 default for assistant when Captain V2 is enabled' do
         account.enable_features!('captain_integration_v2')
 
-        expect(account.captain_preferences[:models]['assistant']).to eq('gpt-5.2')
+        expect(account.captain_preferences[:models]['assistant']).to eq(Llm::FeatureRouter::CAPTAIN_V2_ASSISTANT_MODEL)
         expect(account.reload.captain_models).to be_nil
       end
     end

spec/services/conversations/unread_counts/filtered_count_store_spec.rb

@@ -96,7 +96,14 @@ RSpec.describe Conversations::UnreadCounts::FilteredCountStore do
 
       described_class.bump_built_in_filter_version!(account_id: account_id, user_id: user_id)
       expect(described_class.built_in_filter_counts_state(account_id: account_id, user_id: user_id, now: built_at + 2.minutes)).to be_stale
-      expect(described_class.built_in_filter_counts_state(account_id: account_id, user_id: user_id, now: built_at + 36.minutes)).to be_expired
+      expect(
+        described_class.built_in_filter_counts_state(
+          account_id: account_id,
+          user_id: user_id,
+          now: built_at + Conversations::UnreadCounts::FILTERED_COUNT_FRESH_TTL +
+            Conversations::UnreadCounts::FILTERED_COUNT_STALE_WINDOW + 1.second
+        )
+      ).to be_expired
 
       Redis::Alfred.delete(described_class.built_in_filter_counts_key(account_id, user_id))
       expect(described_class.built_in_filter_counts_state(account_id: account_id, user_id: user_id)).to be_missing
@@ -202,8 +209,18 @@ RSpec.describe Conversations::UnreadCounts::FilteredCountStore do
       )
 
       snapshot = described_class.built_in_filter_counts(account_id: account_id, user_id: user_id)
-      expect(described_class.refresh_due?(snapshot, now: built_at + 10.seconds)).to be(false)
-      expect(described_class.refresh_due?(snapshot, now: built_at + 31.seconds)).to be(true)
+      expect(
+        described_class.refresh_due?(
+          snapshot,
+          now: built_at + Conversations::UnreadCounts::FILTERED_COUNT_MIN_REFRESH_INTERVAL - 1.second
+        )
+      ).to be(false)
+      expect(
+        described_class.refresh_due?(
+          snapshot,
+          now: built_at + Conversations::UnreadCounts::FILTERED_COUNT_MIN_REFRESH_INTERVAL + 1.second
+        )
+      ).to be(true)
 
       expect(described_class.claim_built_in_filter_refresh!(account_id: account_id, user_id: user_id)).to be(true)
       expect(described_class.claim_built_in_filter_refresh!(account_id: account_id, user_id: user_id)).to be(false)

spec/services/conversations/unread_counts/filtered_counter_spec.rb

@@ -48,10 +48,22 @@ RSpec.describe Conversations::UnreadCounts::FilteredCounter do
     create(:mention, account: account, conversation: second_mention, user: agent)
     store.bump_conversation_version!(account.id)
 
-    expect(described_class.new(account: account, user: agent, now: now + 10.seconds).perform[:mentions_count]).to eq(1)
+    expect(
+      described_class.new(
+        account: account,
+        user: agent,
+        now: now + Conversations::UnreadCounts::FILTERED_COUNT_MIN_REFRESH_INTERVAL - 1.second
+      ).perform[:mentions_count]
+    ).to eq(1)
 
     Redis::Alfred.delete(store.built_in_filter_refresh_throttle_key(account.id, agent.id))
-    expect(described_class.new(account: account, user: agent, now: now + 31.seconds).perform[:mentions_count]).to eq(2)
+    expect(
+      described_class.new(
+        account: account,
+        user: agent,
+        now: now + Conversations::UnreadCounts::FILTERED_COUNT_MIN_REFRESH_INTERVAL + 1.second
+      ).perform[:mentions_count]
+    ).to eq(2)
   end
 
   it 'returns stale built-in counts when a refresh build hits a database error' do
@@ -62,7 +74,11 @@ RSpec.describe Conversations::UnreadCounts::FilteredCounter do
 
     store.bump_conversation_version!(account.id)
     Redis::Alfred.delete(store.built_in_filter_refresh_throttle_key(account.id, agent.id))
-    failing_counter = described_class.new(account: account, user: agent, now: now + 31.seconds)
+    failing_counter = described_class.new(
+      account: account,
+      user: agent,
+      now: now + Conversations::UnreadCounts::FILTERED_COUNT_MIN_REFRESH_INTERVAL + 1.second
+    )
     allow(failing_counter).to receive(:built_in_counts_from_database).and_raise(ActiveRecord::StatementInvalid.new('statement timeout'))
 
     expect(failing_counter.perform[:mentions_count]).to eq(1)