chore(voice): trim redundant comments on backend voice files

Pass through pla-150 to drop comments that just describe what the next
line already does:
- whatsapp_calls_controller: removed the Twilio-comparison note (the
  ensure_calling_enabled body says it), the SDP-forwarding tagline, and
  tightened the 138006/transport-error/wamid blocks.
- call.rb: dropped trivial annotations on STATUSES / TERMINAL_STATUSES;
  the names already say what they are.
- send_on_channel_service: collapsed the two-line voice_call rationale
  into one — the surrounding context covers the rest.

No behavior change. 33/33 enterprise call specs still pass; rubocop clean.

Gemfile

@@ -22,6 +22,7 @@ gem 'time_diff'
 gem 'tzinfo-data'
 gem 'valid_email2'
 gem 'email-provider-info'
+gem 'gemoji'
 # compress javascript config.assets.js_compressor
 gem 'uglifier'
 ##-- used for single column multiple binary flags in notification settings/feature flagging --##

Gemfile.lock

@@ -108,8 +108,8 @@ GEM
     acts-as-taggable-on (12.0.0)
       activerecord (>= 7.1, < 8.1)
       zeitwerk (>= 2.4, < 3.0)
-    addressable (2.8.7)
-      public_suffix (>= 2.0.2, < 7.0)
+    addressable (2.9.0)
+      public_suffix (>= 2.0.2, < 8.0)
     administrate (0.20.1)
       actionpack (>= 6.0, < 8.0)
       actionview (>= 6.0, < 8.0)
@@ -349,6 +349,7 @@ GEM
       googleapis-common-protos-types (>= 1.3.1, < 2.a)
       googleauth (~> 1.0)
       grpc (~> 1.36)
+    gemoji (4.1.0)
     geocoder (1.8.1)
     gli (2.22.2)
       ostruct
@@ -676,7 +677,7 @@ GEM
       method_source (~> 1.0)
     pry-rails (0.3.9)
       pry (>= 0.10.4)
-    public_suffix (6.0.2)
+    public_suffix (7.0.5)
     puma (6.4.3)
       nio4r (~> 2.0)
     pundit (2.3.0)
@@ -1075,6 +1076,7 @@ DEPENDENCIES
   fcm
   flag_shih_tzu
   foreman
+  gemoji
   geocoder
   gmail_xoauth
   google-cloud-dialogflow-v2 (>= 0.24.0)

app/controllers/dashboard_controller.rb

@@ -80,10 +80,17 @@ class DashboardController < ActionController::Base
       IS_ENTERPRISE: ChatwootApp.enterprise?,
       AZURE_APP_ID: GlobalConfigService.load('AZURE_APP_ID', ''),
       GIT_SHA: GIT_HASH,
-      ALLOWED_LOGIN_METHODS: allowed_login_methods
+      ALLOWED_LOGIN_METHODS: allowed_login_methods,
+      ACTIVE_PLATFORM_BANNERS: active_platform_banners
     }
   end
 
+  def active_platform_banners
+    return [] unless ChatwootApp.chatwoot_cloud?
+
+    PlatformBanner.active.order(created_at: :desc).as_json(only: %i[id banner_message banner_type updated_at])
+  end
+
   def allowed_login_methods
     methods = ['email']
     methods << 'google_oauth' if GlobalConfigService.load('ENABLE_GOOGLE_OAUTH_LOGIN', 'true').to_s != 'false'

app/controllers/super_admin/platform_banners_controller.rb

@@ -0,0 +1,9 @@
+class SuperAdmin::PlatformBannersController < SuperAdmin::ApplicationController
+  before_action :ensure_chatwoot_cloud
+
+  private
+
+  def ensure_chatwoot_cloud
+    raise ActionController::RoutingError, 'Not Found' unless ChatwootApp.chatwoot_cloud?
+  end
+end

app/dashboards/platform_banner_dashboard.rb

@@ -0,0 +1,20 @@
+require 'administrate/base_dashboard'
+
+class PlatformBannerDashboard < Administrate::BaseDashboard
+  ATTRIBUTE_TYPES = {
+    id: Field::Number,
+    banner_message: Field::Text.with_options(truncate: 200),
+    banner_type: Field::Select.with_options(collection: %w[info warning error]),
+    active: Field::Boolean,
+    created_at: Field::DateTime,
+    updated_at: Field::DateTime
+  }.freeze
+
+  COLLECTION_ATTRIBUTES = %i[id banner_message banner_type active created_at].freeze
+  SHOW_PAGE_ATTRIBUTES = %i[id banner_message banner_type active created_at updated_at].freeze
+  FORM_ATTRIBUTES = %i[banner_message banner_type active].freeze
+
+  def display_resource(platform_banner)
+    "Banner ##{platform_banner.id} (#{platform_banner.banner_type})"
+  end
+end

app/finders/message_finder.rb

@@ -48,3 +48,5 @@ class MessageFinder
     messages.reorder('created_at desc').limit(20).reverse
   end
 end
+
+MessageFinder.prepend_mod_with('MessageFinder')

app/javascript/dashboard/App.vue

@@ -3,6 +3,7 @@ import { mapGetters } from 'vuex';
 import LoadingState from './components/widgets/LoadingState.vue';
 import NetworkNotification from './components/NetworkNotification.vue';
 import UpdateBanner from './components/app/UpdateBanner.vue';
+import StatusBanner from './components/app/StatusBanner.vue';
 import PaymentPendingBanner from './components/app/PaymentPendingBanner.vue';
 import PendingEmailVerificationBanner from './components/app/PendingEmailVerificationBanner.vue';
 import vueActionCable from './helper/actionCable';
@@ -27,6 +28,7 @@ export default {
     LoadingState,
     NetworkNotification,
     UpdateBanner,
+    StatusBanner,
     PaymentPendingBanner,
     WootSnackbarBox,
     PendingEmailVerificationBanner,
@@ -137,6 +139,7 @@ export default {
     :dir="isRTL ? 'rtl' : 'ltr'"
   >
     <UpdateBanner :latest-chatwoot-version="latestChatwootVersion" />
+    <StatusBanner />
     <template v-if="currentAccountId">
       <PendingEmailVerificationBanner v-if="hideOnOnboardingView" />
       <PaymentPendingBanner v-if="hideOnOnboardingView" />

app/javascript/dashboard/api/channel/voice/twilioVoiceClient.js

@@ -68,7 +68,7 @@ class TwilioVoiceClient extends EventTarget {
     this.inboxId = null;
   }
 
-  async joinClientCall({ to, conversationId }) {
+  async joinClientCall({ to, conversationId, callSid }) {
     if (!this.device || !this.initialized || !to) return null;
     if (this.activeConnection) return this.activeConnection;
 
@@ -76,6 +76,7 @@ class TwilioVoiceClient extends EventTarget {
       To: to,
       is_agent: 'true',
       conversation_id: conversationId,
+      call_sid: callSid,
     };
 
     const connection = await this.device.connect({ params });

app/javascript/dashboard/api/channel/voice/voiceAPIClient.js

@@ -12,10 +12,10 @@ class VoiceAPI extends ApiClient {
     return ContactsAPI.initiateCall(contactId, inboxId).then(r => r.data);
   }
 
-  leaveConference(inboxId, conversationId) {
+  leaveConference({ inboxId, conversationId, callSid }) {
     return axios
       .delete(`${this.baseUrl()}/inboxes/${inboxId}/conference`, {
-        params: { conversation_id: conversationId },
+        params: { conversation_id: conversationId, call_sid: callSid },
       })
       .then(r => r.data);
   }

app/javascript/dashboard/components-next/Conversation/ConversationCard/ConversationCardExpanded.vue

@@ -35,10 +35,16 @@ const emit = defineEmits([
 const lastMessageInChat = computed(() => getLastMessage(props.chat));
 const showLabelsSection = computed(() => props.chat.labels?.length > 0);
 
-const voiceCallData = computed(() => ({
-  status: props.chat.additional_attributes?.call_status,
-  direction: props.chat.additional_attributes?.call_direction,
-}));
+const voiceCallData = computed(() => {
+  const last = lastMessageInChat.value;
+  if (last?.content_type !== 'voice_call' || !last.call) {
+    return { status: null, direction: null };
+  }
+  return {
+    status: last.call.status,
+    direction: last.call.direction === 'outgoing' ? 'outbound' : 'inbound',
+  };
+});
 
 const unreadCount = computed(() => props.chat.unread_count);
 

app/javascript/dashboard/components-next/banner/Banner.vue

@@ -1,5 +1,3 @@
-<!-- DEPRECIATED -->
-<!-- TODO: Replace this banner component with NextBanner "app/javascript/dashboard/components-next/banner/Banner.vue" -->
 <script setup>
 import { computed } from 'vue';
 
@@ -20,11 +18,13 @@ const emit = defineEmits(['action']);
 
 const bannerClass = computed(() => {
   const classMap = {
-    slate: 'bg-n-slate-3 border-n-slate-4 text-n-slate-11',
-    amber: 'bg-n-amber-3 border-n-amber-4 text-n-amber-11',
-    teal: 'bg-n-teal-3 border-n-teal-4 text-n-teal-11',
-    ruby: 'bg-n-ruby-3 border-n-ruby-4 text-n-ruby-11',
-    blue: 'bg-n-blue-3 border-n-blue-4 text-n-blue-11',
+    slate:
+      'bg-n-slate-3 border-n-slate-4 text-n-slate-11 [&_.link]:text-n-slate-11',
+    amber:
+      'bg-n-amber-3 border-n-amber-4 text-n-amber-11 [&_.link]:text-n-amber-11',
+    teal: 'bg-n-teal-3 border-n-teal-4 text-n-teal-11 [&_.link]:text-n-teal-11',
+    ruby: 'bg-n-ruby-3 border-n-ruby-4 text-n-ruby-11 [&_.link]:text-n-ruby-11',
+    blue: 'bg-n-blue-3 border-n-blue-4 text-n-blue-11 [&_.link]:text-n-blue-11',
   };
 
   return classMap[props.color];

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

@@ -113,6 +113,7 @@ const props = defineProps({
     validator: value => Object.values(MESSAGE_STATUS).includes(value),
   },
   attachments: { type: Array, default: () => [] },
+  call: { type: Object, default: null }, // eslint-disable-line vue/no-unused-properties
   content: { type: String, default: null },
   contentAttributes: { type: Object, default: () => ({}) },
   contentType: {

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

@@ -1,7 +1,7 @@
 <script setup>
 import { computed } from 'vue';
 import { useMessageContext } from '../provider.js';
-import { MESSAGE_TYPES, VOICE_CALL_STATUS } from '../constants';
+import { VOICE_CALL_STATUS } from '../constants';
 
 import Icon from 'dashboard/components-next/icon/Icon.vue';
 import BaseBubble from 'next/message/bubbles/Base.vue';
@@ -30,12 +30,10 @@ const BG_COLOR_MAP = {
   [VOICE_CALL_STATUS.FAILED]: 'bg-n-ruby-9',
 };
 
-const { contentAttributes, messageType } = useMessageContext();
+const { call } = useMessageContext();
 
-const data = computed(() => contentAttributes.value?.data);
-const status = computed(() => data.value?.status?.toString());
-
-const isOutbound = computed(() => messageType.value === MESSAGE_TYPES.OUTGOING);
+const status = computed(() => call.value?.status);
+const isOutbound = computed(() => call.value?.direction === 'outgoing');
 const isFailed = computed(() =>
   [VOICE_CALL_STATUS.NO_ANSWER, VOICE_CALL_STATUS.FAILED].includes(status.value)
 );

app/javascript/dashboard/components/app/StatusBanner.vue

@@ -0,0 +1,63 @@
+<script setup>
+import { ref, computed } from 'vue';
+import { useMapGetter } from 'dashboard/composables/store';
+import { useI18n } from 'vue-i18n';
+import { LOCAL_STORAGE_KEYS } from 'dashboard/constants/localStorage';
+import { LocalStorage } from 'shared/helpers/localStorage';
+import MessageFormatter from 'shared/helpers/MessageFormatter';
+import Banner from 'dashboard/components-next/banner/Banner.vue';
+
+const BANNER_COLOR_MAP = {
+  info: 'blue',
+  warning: 'amber',
+  error: 'ruby',
+};
+
+const { t } = useI18n();
+const globalConfig = useMapGetter('globalConfig/get');
+
+const dismissedBannerIds = ref(
+  LocalStorage.get(LOCAL_STORAGE_KEYS.DISMISSED_PLATFORM_BANNERS) || []
+);
+
+const dismissKey = banner => `${banner.id}-${banner.updated_at}`;
+
+const visibleBanners = computed(() => {
+  const banners = globalConfig.value?.activePlatformBanners || [];
+  return banners.filter(
+    banner => !dismissedBannerIds.value.includes(dismissKey(banner))
+  );
+});
+
+const formattedMessage = message =>
+  new MessageFormatter(message).formattedMessage;
+
+const bannerColor = bannerType => BANNER_COLOR_MAP[bannerType] || 'slate';
+
+const dismissBanner = banner => {
+  const key = dismissKey(banner);
+  if (dismissedBannerIds.value.includes(key)) return;
+
+  dismissedBannerIds.value.push(key);
+  LocalStorage.set(
+    LOCAL_STORAGE_KEYS.DISMISSED_PLATFORM_BANNERS,
+    dismissedBannerIds.value
+  );
+};
+</script>
+
+<template>
+  <Banner
+    v-for="banner in visibleBanners"
+    :key="banner.id"
+    :color="bannerColor(banner.banner_type)"
+    :action-label="t('GENERAL_SETTINGS.DISMISS')"
+    class="!rounded-none !justify-center [&_.link]:underline [&_p]:m-0"
+    @action="dismissBanner(banner)"
+  >
+    <span
+      v-dompurify-html="formattedMessage(banner.banner_message)"
+      class="text-xs"
+    />
+  </Banner>
+</template>

app/javascript/dashboard/components/ui/Banner.vue

@@ -1,3 +1,5 @@
+<!-- DEPRECIATED -->
+<!-- TODO: Replace this banner component with NextBanner "app/javascript/dashboard/components-next/banner/Banner.vue" -->
 <script>
 import NextButton from 'dashboard/components-next/button/Button.vue';
 

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

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

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

@@ -38,10 +38,16 @@ const unreadCount = computed(() => props.chat.unread_count);
 const hasUnread = computed(() => unreadCount.value > 0);
 const lastMessageInChat = computed(() => getLastMessage(props.chat));
 
-const voiceCallData = computed(() => ({
-  status: props.chat.additional_attributes?.call_status,
-  direction: props.chat.additional_attributes?.call_direction,
-}));
+const voiceCallData = computed(() => {
+  const last = lastMessageInChat.value;
+  if (last?.content_type !== 'voice_call' || !last.call) {
+    return { status: null, direction: null };
+  }
+  return {
+    status: last.call.status,
+    direction: last.call.direction === 'outgoing' ? 'outbound' : 'inbound',
+  };
+});
 
 const showMetaSection = computed(() => {
   return (

app/javascript/dashboard/composables/useCallSession.js

@@ -42,8 +42,8 @@ export function useCallSession() {
     );
   });
 
-  const endCall = async ({ conversationId, inboxId }) => {
-    await VoiceAPI.leaveConference(inboxId, conversationId);
+  const endCall = async ({ conversationId, inboxId, callSid }) => {
+    await VoiceAPI.leaveConference({ inboxId, conversationId, callSid });
     TwilioVoiceClient.endClientCall();
     durationTimer.stop();
     callsStore.clearActiveCall();
@@ -66,6 +66,7 @@ export function useCallSession() {
       await TwilioVoiceClient.joinClientCall({
         to: joinResponse?.conference_sid,
         conversationId,
+        callSid,
       });
 
       callsStore.setCallActive(callSid);

app/javascript/dashboard/constants/localStorage.js

@@ -1,5 +1,6 @@
 export const LOCAL_STORAGE_KEYS = {
   DISMISSED_UPDATES: 'dismissedUpdates',
+  DISMISSED_PLATFORM_BANNERS: 'dismissedPlatformBanners',
   WIDGET_BUILDER: 'widgetBubble_',
   DRAFT_MESSAGES: 'draftMessages',
   COLOR_SCHEME: 'color_scheme',

app/javascript/dashboard/helper/voice.js

@@ -23,11 +23,11 @@ const shouldSkipCall = (callDirection, senderId, currentUserId) => {
 };
 
 function extractCallData(message) {
-  const contentData = message?.content_attributes?.data || {};
+  const call = message?.call || {};
   return {
-    callSid: contentData.call_sid,
-    status: contentData.status,
-    callDirection: contentData.call_direction,
+    callSid: call.provider_call_id,
+    status: call.status,
+    callDirection: call.direction === 'outgoing' ? 'outbound' : 'inbound',
     conversationId: message?.conversation_id,
     senderId: message?.sender?.id,
   };
@@ -60,9 +60,11 @@ export function handleVoiceCallUpdated(commit, message, currentUserId) {
 
   callsStore.handleCallStatusChanged({ callSid, status, conversationId });
 
-  const callInfo = { conversationId, callStatus: status };
-  commit(types.UPDATE_CONVERSATION_CALL_STATUS, callInfo);
-  commit(types.UPDATE_MESSAGE_CALL_STATUS, callInfo);
+  commit(types.UPDATE_MESSAGE_CALL_STATUS, {
+    conversationId,
+    callStatus: status,
+    callSid,
+  });
 
   const isNewCall =
     status === 'ringing' &&

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

@@ -307,34 +307,21 @@ export const mutations = {
     }
   },
 
-  [types.UPDATE_CONVERSATION_CALL_STATUS](
+  [types.UPDATE_MESSAGE_CALL_STATUS](
     _state,
-    { conversationId, callStatus }
+    { conversationId, callStatus, callSid }
   ) {
     const chat = getConversationById(_state)(conversationId);
     if (!chat) return;
 
-    chat.additional_attributes = {
-      ...chat.additional_attributes,
-      call_status: callStatus,
-    };
-  },
-
-  [types.UPDATE_MESSAGE_CALL_STATUS](_state, { conversationId, callStatus }) {
-    const chat = getConversationById(_state)(conversationId);
-    if (!chat) return;
-
-    const lastCall = (chat.messages || []).findLast(
-      m => m.content_type === CONTENT_TYPES.VOICE_CALL
+    const message = (chat.messages || []).find(
+      m =>
+        m.content_type === CONTENT_TYPES.VOICE_CALL &&
+        m.call?.provider_call_id === callSid
     );
+    if (!message?.call) return;
 
-    if (!lastCall) return;
-
-    lastCall.content_attributes ??= {};
-    lastCall.content_attributes.data = {
-      ...lastCall.content_attributes.data,
-      status: callStatus,
-    };
+    message.call = { ...message.call, status: callStatus };
   },
 
   [types.SET_ACTIVE_INBOX](_state, inboxId) {

app/javascript/dashboard/store/modules/conversations/specs/mutations.spec.js

@@ -2,55 +2,18 @@ import { mutations } from '../index';
 import types from '../../../mutation-types';
 
 describe('#mutations', () => {
-  describe('#UPDATE_CONVERSATION_CALL_STATUS', () => {
-    it('does nothing if conversation is not found', () => {
-      const state = { allConversations: [] };
-      mutations[types.UPDATE_CONVERSATION_CALL_STATUS](state, {
-        conversationId: 1,
-        callStatus: 'ringing',
-      });
-      expect(state.allConversations).toEqual([]);
-    });
-
-    it('updates call_status preserving existing additional_attributes', () => {
-      const state = {
-        allConversations: [
-          { id: 1, additional_attributes: { other_attr: 'value' } },
-        ],
-      };
-      mutations[types.UPDATE_CONVERSATION_CALL_STATUS](state, {
-        conversationId: 1,
-        callStatus: 'in-progress',
-      });
-      expect(state.allConversations[0].additional_attributes).toEqual({
-        other_attr: 'value',
-        call_status: 'in-progress',
-      });
-    });
-
-    it('creates additional_attributes if it does not exist', () => {
-      const state = { allConversations: [{ id: 1 }] };
-      mutations[types.UPDATE_CONVERSATION_CALL_STATUS](state, {
-        conversationId: 1,
-        callStatus: 'completed',
-      });
-      expect(state.allConversations[0].additional_attributes).toEqual({
-        call_status: 'completed',
-      });
-    });
-  });
-
   describe('#UPDATE_MESSAGE_CALL_STATUS', () => {
     it('does nothing if conversation is not found', () => {
       const state = { allConversations: [] };
       mutations[types.UPDATE_MESSAGE_CALL_STATUS](state, {
         conversationId: 1,
         callStatus: 'ringing',
+        callSid: 'CA123',
       });
       expect(state.allConversations).toEqual([]);
     });
 
-    it('does nothing if no voice call message exists', () => {
+    it('does nothing if no matching voice call message exists', () => {
       const state = {
         allConversations: [
           { id: 1, messages: [{ id: 1, content_type: 'text' }] },
@@ -59,6 +22,7 @@ describe('#mutations', () => {
       mutations[types.UPDATE_MESSAGE_CALL_STATUS](state, {
         conversationId: 1,
         callStatus: 'ringing',
+        callSid: 'CA123',
       });
       expect(state.allConversations[0].messages[0]).toEqual({
         id: 1,
@@ -66,7 +30,7 @@ describe('#mutations', () => {
       });
     });
 
-    it('updates the last voice call message status', () => {
+    it('updates only the voice call message matching the given callSid', () => {
       const state = {
         allConversations: [
           {
@@ -75,12 +39,12 @@ describe('#mutations', () => {
               {
                 id: 1,
                 content_type: 'voice_call',
-                content_attributes: { data: { status: 'ringing' } },
+                call: { provider_call_id: 'CA111', status: 'ringing' },
               },
               {
                 id: 2,
                 content_type: 'voice_call',
-                content_attributes: { data: { status: 'ringing' } },
+                call: { provider_call_id: 'CA222', status: 'ringing' },
               },
             ],
           },
@@ -89,34 +53,15 @@ describe('#mutations', () => {
       mutations[types.UPDATE_MESSAGE_CALL_STATUS](state, {
         conversationId: 1,
         callStatus: 'in-progress',
+        callSid: 'CA111',
       });
-      expect(
-        state.allConversations[0].messages[0].content_attributes.data.status
-      ).toBe('ringing');
-      expect(
-        state.allConversations[0].messages[1].content_attributes.data.status
-      ).toBe('in-progress');
+      expect(state.allConversations[0].messages[0].call.status).toBe(
+        'in-progress'
+      );
+      expect(state.allConversations[0].messages[1].call.status).toBe('ringing');
     });
 
-    it('creates content_attributes.data if it does not exist', () => {
-      const state = {
-        allConversations: [
-          {
-            id: 1,
-            messages: [{ id: 1, content_type: 'voice_call' }],
-          },
-        ],
-      };
-      mutations[types.UPDATE_MESSAGE_CALL_STATUS](state, {
-        conversationId: 1,
-        callStatus: 'completed',
-      });
-      expect(
-        state.allConversations[0].messages[0].content_attributes.data.status
-      ).toBe('completed');
-    });
-
-    it('preserves existing data in content_attributes.data', () => {
+    it('preserves existing call fields when updating status', () => {
       const state = {
         allConversations: [
           {
@@ -125,8 +70,11 @@ describe('#mutations', () => {
               {
                 id: 1,
                 content_type: 'voice_call',
-                content_attributes: {
-                  data: { call_sid: 'CA123', status: 'ringing' },
+                call: {
+                  provider_call_id: 'CA123',
+                  status: 'ringing',
+                  direction: 'incoming',
+                  duration_seconds: null,
                 },
               },
             ],
@@ -136,12 +84,13 @@ describe('#mutations', () => {
       mutations[types.UPDATE_MESSAGE_CALL_STATUS](state, {
         conversationId: 1,
         callStatus: 'in-progress',
+        callSid: 'CA123',
       });
-      expect(
-        state.allConversations[0].messages[0].content_attributes.data
-      ).toEqual({
-        call_sid: 'CA123',
+      expect(state.allConversations[0].messages[0].call).toEqual({
+        provider_call_id: 'CA123',
         status: 'in-progress',
+        direction: 'incoming',
+        duration_seconds: null,
       });
     });
 
@@ -152,8 +101,34 @@ describe('#mutations', () => {
       mutations[types.UPDATE_MESSAGE_CALL_STATUS](state, {
         conversationId: 1,
         callStatus: 'ringing',
+        callSid: 'CA123',
       });
       expect(state.allConversations[0].messages).toEqual([]);
     });
+
+    it('does nothing if matching message has no call object yet', () => {
+      const state = {
+        allConversations: [
+          {
+            id: 1,
+            messages: [
+              {
+                id: 1,
+                content_type: 'voice_call',
+                call: { provider_call_id: 'CA-OTHER' },
+              },
+            ],
+          },
+        ],
+      };
+      mutations[types.UPDATE_MESSAGE_CALL_STATUS](state, {
+        conversationId: 1,
+        callStatus: 'completed',
+        callSid: 'CA-MISSING',
+      });
+      expect(state.allConversations[0].messages[0].call).toEqual({
+        provider_call_id: 'CA-OTHER',
+      });
+    });
   });
 });

app/javascript/dashboard/store/mutation-types.js

@@ -52,7 +52,6 @@ export default {
   UPDATE_CONVERSATION_CUSTOM_ATTRIBUTES:
     'UPDATE_CONVERSATION_CUSTOM_ATTRIBUTES',
   UPDATE_CONVERSATION_LAST_ACTIVITY: 'UPDATE_CONVERSATION_LAST_ACTIVITY',
-  UPDATE_CONVERSATION_CALL_STATUS: 'UPDATE_CONVERSATION_CALL_STATUS',
   UPDATE_MESSAGE_CALL_STATUS: 'UPDATE_MESSAGE_CALL_STATUS',
   SET_MISSING_MESSAGES: 'SET_MISSING_MESSAGES',
 

app/javascript/shared/store/globalConfig.js

@@ -24,6 +24,7 @@ const {
   WIDGET_BRAND_URL: widgetBrandURL,
   DISABLE_USER_PROFILE_UPDATE: disableUserProfileUpdate,
   DEPLOYMENT_ENV: deploymentEnv,
+  ACTIVE_PLATFORM_BANNERS: activePlatformBanners,
 } = window.globalConfig || {};
 
 const state = {
@@ -49,6 +50,7 @@ const state = {
   termsURL,
   widgetBrandURL,
   isEnterprise: parseBoolean(isEnterprise),
+  activePlatformBanners: activePlatformBanners || [],
 };
 
 export const getters = {

app/jobs/webhooks/whatsapp_events_job.rb

@@ -128,3 +128,5 @@ class Webhooks::WhatsappEventsJob < MutexApplicationJob
     return channel if channel && channel.provider_config['phone_number_id'] == phone_number_id
   end
 end
+
+Webhooks::WhatsappEventsJob.prepend_mod_with('Webhooks::WhatsappEventsJob')

app/models/attachment.rb

@@ -104,11 +104,23 @@ class Attachment < ApplicationRecord
     audio_file_data = base_data.merge(file_metadata)
     audio_file_data.merge(
       {
+        # ActiveStorage's redirect endpoint defaults to Content-Disposition: attachment,
+        # which makes <audio> elements download instead of play. Force inline so the
+        # call-recording chip (and any other audio bubble) can stream directly.
+        data_url: inline_audio_url,
         transcribed_text: meta&.[]('transcribed_text') || ''
       }
     )
   end
 
+  def inline_audio_url
+    return '' unless file.attached?
+
+    # Proxy endpoint streams through Rails and honours `disposition: 'inline'`,
+    # unlike the redirect endpoint which always sends Content-Disposition: attachment.
+    Rails.application.routes.url_helpers.rails_storage_proxy_url(file, disposition: 'inline')
+  end
+
   def file_metadata
     metadata = {
       extension: extension,

app/models/channel/whatsapp.rb

@@ -40,6 +40,15 @@ class Channel::Whatsapp < ApplicationRecord
     'Whatsapp'
   end
 
+  # Mirrors Channel::TwilioSms#voice_enabled? so the call subsystem can duck-type across providers.
+  # Meta's Calling API is only available via the embedded-signup whatsapp_cloud flow —
+  # 360dialog (default provider) and manual whatsapp_cloud setups can't reach the call APIs.
+  def voice_enabled?
+    provider == 'whatsapp_cloud' &&
+      provider_config['source'] == 'embedded_signup' &&
+      provider_config['calling_enabled'].present?
+  end
+
   def provider_service
     if provider == 'whatsapp_cloud'
       Whatsapp::Providers::WhatsappCloudService.new(whatsapp_channel: self)

app/models/platform_banner.rb

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

app/services/base/send_on_channel_service.rb

@@ -46,7 +46,8 @@ class Base::SendOnChannelService
   def invalid_message?
     # private notes aren't send to the channels
     # we should also avoid the case of message loops, when outgoing messages are created from channel
-    message.private? || outgoing_message_originated_from_channel?
+    # voice_call bubbles are call status indicators, not deliverable messages
+    message.private? || outgoing_message_originated_from_channel? || message.content_type == 'voice_call'
   end
 
   def validate_target_channel

app/services/messages/mention_service.rb

@@ -50,6 +50,8 @@ class Messages::MentionService
 
   def generate_notifications_for_mentions(validated_mentioned_ids)
     validated_mentioned_ids.each do |user_id|
+      next if self_mention?(user_id)
+
       NotificationBuilder.new(
         notification_type: 'conversation_mention',
         user: User.find(user_id),
@@ -60,6 +62,10 @@ class Messages::MentionService
     end
   end
 
+  def self_mention?(user_id)
+    message.sender_type == 'User' && user_id.to_i == message.sender_id
+  end
+
   def add_mentioned_users_as_participants(validated_mentioned_ids)
     validated_mentioned_ids.each do |user_id|
       message.conversation.conversation_participants.find_or_create_by(user_id: user_id)

app/services/whatsapp/providers/whatsapp_cloud_service.rb

@@ -205,3 +205,5 @@ class Whatsapp::Providers::WhatsappCloudService < Whatsapp::Providers::BaseServi
     process_response(response, message)
   end
 end
+
+Whatsapp::Providers::WhatsappCloudService.prepend_mod_with('Whatsapp::Providers::WhatsappCloudService')

app/views/api/v1/models/_inbox.json.jbuilder

@@ -142,3 +142,6 @@ if resource.twilio? && resource.channel.respond_to?(:voice_enabled?)
     json.voice_status_webhook_url resource.channel.try(:voice_status_webhook_url)
   end
 end
+
+## Voice attribute for WhatsApp Cloud (only embedded-signup channels surface true)
+json.voice_enabled resource.channel.voice_enabled? if resource.channel_type == 'Channel::Whatsapp' && resource.channel.respond_to?(:voice_enabled?)

app/views/api/v1/models/_message.json.jbuilder

@@ -12,3 +12,5 @@ json.private message.private
 json.source_id message.source_id
 json.sender message.sender.push_event_data if message.sender
 json.attachments message.attachments.map(&:push_event_data) if message.attachments.present?
+
+json.set! :call, message.call.push_event_data if message.content_type == 'voice_call' && message.respond_to?(:call) && message.call.present?

app/views/super_admin/application/_icons.html.erb

@@ -174,6 +174,10 @@
     <path fill="currentColor" d="m20.448 31.974l9.625-2.083s-3.474-23.484-3.5-23.641s-.156-.255-.281-.255c-.13 0-2.573-.182-2.573-.182s-1.703-1.698-1.922-1.88a.4.4 0 0 0-.161-.099l-1.219 28.141zm-4.833-16.901s-1.083-.563-2.365-.563c-1.932 0-2.005 1.203-2.005 1.521c0 1.641 4.318 2.286 4.318 6.172c0 3.057-1.922 5.01-4.542 5.01c-3.141 0-4.719-1.953-4.719-1.953l.859-2.781s1.661 1.422 3.042 1.422c.901 0 1.302-.724 1.302-1.245c0-2.156-3.542-2.255-3.542-5.807c-.047-2.984 2.094-5.891 6.438-5.891c1.677 0 2.5.479 2.5.479l-1.26 3.625zm-.719-13.969c.177 0 .359.052.536.182c-1.313.62-2.75 2.188-3.344 5.323a76 76 0 0 1-2.516.771c.688-2.38 2.359-6.26 5.323-6.26zm1.646 3.932v.182c-1.005.307-2.115.646-3.193.979c.62-2.37 1.776-3.526 2.781-3.958c.255.667.411 1.568.411 2.797zm.718-2.973c.922.094 1.521 1.151 1.901 2.339c-.464.151-.979.307-1.542.484v-.333c0-1.005-.13-1.828-.359-2.495zm3.99 1.718c-.031 0-.083.026-.104.026c-.026 0-.385.099-.953.281C19.63 2.442 18.625.927 16.849.927h-.156C16.183.281 15.558 0 15.021 0c-4.141 0-6.12 5.172-6.74 7.797c-1.594.484-2.75.844-2.88.896c-.901.286-.927.313-1.031 1.161c-.099.615-2.438 18.75-2.438 18.75L20.01 32z"/>
   </symbol>
 
+  <symbol id="icon-megaphone-line" viewBox="0 0 20 20">
+    <path d="M15.8333 3.33334C16.0543 3.33334 16.2663 3.42114 16.4226 3.57742C16.5789 3.7337 16.6667 3.94566 16.6667 4.16668V15.8333C16.6667 16.0544 16.5789 16.2663 16.4226 16.4226C16.2663 16.5789 16.0543 16.6667 15.8333 16.6667C14.3967 16.6667 12.9408 16.2917 11.6575 15.5267C10.5833 14.8842 9.6675 14.0317 8.9575 13.0217L8.33333 14.8933C8.26541 15.0989 8.12416 15.2722 7.93666 15.3803C7.74917 15.4884 7.52804 15.5239 7.31583 15.48L5.67083 15.0392C5.45946 14.9842 5.27514 14.8558 5.15098 14.677C5.02683 14.4982 4.97074 14.2812 4.99249 14.065L5.5375 10.8333H4.16667C3.94565 10.8333 3.72369 10.7455 3.56741 10.5893C3.41113 10.433 3.32333 10.221 3.32333 10V7.50001C3.32333 7.27899 3.41113 7.06703 3.56741 6.91075C3.72369 6.75447 3.94565 6.66668 4.16667 6.66668H8.0625C9.43167 4.56834 12.2483 3.33334 15.8333 3.33334ZM7.60667 8.33334H5V9.16668H7.29167L7.60667 8.33334ZM15 5.07501C12.4167 5.24168 10.3483 6.23168 9.2675 7.82168L7.97833 10.8975L6.63417 14.0508L7.12 14.1817L7.78917 12.1817L8.335 11.3683C8.335 11.3683 8.37167 11.4092 8.42667 11.4783C9.265 12.5483 10.3342 13.4267 11.565 14.0617C12.5833 14.6275 13.7608 14.935 15 14.99V5.07501Z" fill="currentColor"/>
+  </symbol>
+
   <symbol id="icon-slack" viewBox="0 0 24 24">
     <path fill="currentColor" d="M6.527 14.514A1.973 1.973 0 0 1 4.56 16.48a1.973 1.973 0 0 1-1.968-1.967c0-1.083.885-1.968 1.968-1.968h1.967zm.992 0c0-1.083.885-1.968 1.968-1.968s1.967.885 1.967 1.968v4.927a1.973 1.973 0 0 1-1.967 1.968a1.973 1.973 0 0 1-1.968-1.968zm1.968-7.987A1.973 1.973 0 0 1 7.519 4.56c0-1.083.885-1.967 1.968-1.967s1.967.884 1.967 1.967v1.968zm0 .992c1.083 0 1.967.884 1.967 1.967a1.973 1.973 0 0 1-1.967 1.968H4.56a1.973 1.973 0 0 1-1.968-1.968c0-1.083.885-1.967 1.968-1.967zm7.986 1.967c0-1.083.885-1.967 1.968-1.967s1.968.884 1.968 1.967a1.973 1.973 0 0 1-1.968 1.968h-1.968zm-.991 0a1.973 1.973 0 0 1-1.968 1.968a1.973 1.973 0 0 1-1.968-1.968V4.56c0-1.083.885-1.967 1.968-1.967s1.968.884 1.968 1.967zm-1.968 7.987c1.083 0 1.968.885 1.968 1.968a1.973 1.973 0 0 1-1.968 1.968a1.973 1.973 0 0 1-1.968-1.968v-1.968zm0-.992a1.973 1.973 0 0 1-1.968-1.967c0-1.083.885-1.968 1.968-1.968h4.927c1.083 0 1.968.885 1.968 1.968a1.973 1.973 0 0 1-1.968 1.967z"/>
   </symbol>

app/views/super_admin/application/_navigation.html.erb

@@ -16,6 +16,7 @@ as defined by the routes in the `admin/` namespace
     users: 'icon-user-follow-line',
     platform_apps: 'icon-apps-2-line',
     agent_bots: 'icon-robot-line',
+    platform_banners: 'icon-megaphone-line',
   }
 %>
 
@@ -33,6 +34,7 @@ as defined by the routes in the `admin/` namespace
       <%= render partial: "nav_item", locals: { icon: 'icon-grid-line', url: super_admin_root_url, label: 'Dashboard' } %>
       <% Administrate::Namespace.new(namespace).resources.each do |resource| %>
         <% next if ["account_users", "access_tokens", "installation_configs", "dashboard", "devise/sessions", "app_configs", "instance_statuses", "settings", "push_diagnostics"].include?  resource.resource %>
+        <% next if resource.resource == "platform_banners" && !ChatwootApp.chatwoot_cloud? %>
         <%= render partial: "nav_item", locals: {
             icon: sidebar_icons[resource.resource.to_sym],
             url: resource_index_route(resource),

config/initializers/active_storage.rb

@@ -0,0 +1,13 @@
+# Allow audio attachments (call recordings, voice notes) to serve inline so the
+# in-app <audio> player can stream them. Without this, ActiveStorage's blob model
+# forces Content-Disposition: attachment for any MIME outside the default allowlist
+# (images + PDF), which makes the browser download instead of play.
+Rails.application.config.active_storage.content_types_allowed_inline += %w[
+  audio/webm
+  audio/ogg
+  audio/mpeg
+  audio/mp4
+  audio/x-m4a
+  audio/wav
+  audio/x-wav
+]

config/locales/en.yml

@@ -114,6 +114,13 @@ en:
       reauthorization:
         generic: 'Failed to reauthorize WhatsApp. Please try again.'
         not_supported: 'Reauthorization is not supported for this type of WhatsApp channel.'
+      calls:
+        not_enabled: 'Calling is not enabled for this inbox'
+        no_recording: 'No recording file provided'
+        no_message: 'Call has no associated message'
+        sdp_offer_required: 'sdp_offer is required'
+        contact_phone_required: 'Contact phone number is required'
+        permission_request_failed: 'Failed to send call permission request'
     inboxes:
       imap:
         socket_error: Please check the network connection, IMAP address and try again.
@@ -243,6 +250,10 @@ en:
       deleted: This message was deleted
       whatsapp:
         list_button_label: 'Choose an item'
+        call_permission_request_body: 'We would like to call you regarding your conversation.'
+      voice_call:
+        twilio: 'Voice Call'
+        whatsapp: 'WhatsApp Call'
       delivery_status:
         error_code: 'Error code: %{error_code}'
     activity:

config/routes.rb

@@ -215,6 +215,21 @@ Rails.application.routes.draw do
             end
           end
           resources :reporting_events, only: [:index] if ChatwootApp.enterprise?
+
+          if ChatwootApp.enterprise?
+            resources :whatsapp_calls, only: [:show] do
+              member do
+                post :accept
+                post :reject
+                post :terminate
+                post :upload_recording
+              end
+              collection do
+                post :initiate
+              end
+            end
+          end
+
           resources :custom_attribute_definitions, only: [:index, :show, :create, :update, :destroy]
           resources :custom_filters, only: [:index, :show, :create, :update, :destroy]
           resources :inboxes, only: [:index, :show, :create, :update, :destroy] do
@@ -653,6 +668,7 @@ Rails.application.routes.draw do
         delete :avatar, on: :member, action: :destroy_avatar
       end
       resources :platform_apps, only: [:index, :new, :create, :show, :edit, :update, :destroy]
+      resources :platform_banners
       resource :instance_status, only: [:show]
 
       resource :settings, only: [:show] do

db/migrate/20260327065119_create_platform_banners.rb

@@ -0,0 +1,11 @@
+class CreatePlatformBanners < ActiveRecord::Migration[7.1]
+  def change
+    create_table :platform_banners do |t|
+      t.text :banner_message, null: false
+      t.integer :banner_type, null: false, default: 0
+      t.boolean :active, default: true, null: false
+
+      t.timestamps
+    end
+  end
+end

db/schema.rb

@@ -1087,6 +1087,14 @@ ActiveRecord::Schema[7.1].define(version: 2026_04_28_120000) do
     t.datetime "updated_at", null: false
   end
 
+  create_table "platform_banners", force: :cascade do |t|
+    t.text "banner_message", null: false
+    t.integer "banner_type", default: 0, null: false
+    t.boolean "active", default: true, null: false
+    t.datetime "created_at", null: false
+    t.datetime "updated_at", null: false
+  end
+
   create_table "portals", force: :cascade do |t|
     t.integer "account_id", null: false
     t.string "name", null: false

enterprise/app/builders/enterprise/messages/message_builder.rb

@@ -2,13 +2,12 @@ module Enterprise::Messages::MessageBuilder
   private
 
   def message_type
-    return @message_type if @message_type == 'incoming' && twilio_voice_inbox? && @params[:content_type] == 'voice_call'
+    return @message_type if @message_type == 'incoming' && voice_call_inbox? && @params[:content_type] == 'voice_call'
 
     super
   end
 
-  def twilio_voice_inbox?
-    inbox = @conversation.inbox
-    inbox.channel_type == 'Channel::TwilioSms' && inbox.channel.voice_enabled?
+  def voice_call_inbox?
+    @conversation.inbox.channel.try(:voice_enabled?)
   end
 end

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

@@ -10,36 +10,35 @@ class Api::V1::Accounts::ConferenceController < Api::V1::Accounts::BaseControlle
   end
 
   def create
-    conversation = fetch_conversation_by_display_id
-    ensure_call_sid!(conversation)
+    call = resolve_call!
 
-    conference_service = Voice::Provider::Twilio::ConferenceService.new(conversation: conversation)
+    conference_service = Voice::Provider::Twilio::ConferenceService.new(call: call)
     conference_sid = conference_service.ensure_conference_sid
     conference_service.mark_agent_joined(user: current_user)
 
     render json: {
       status: 'success',
-      id: conversation.display_id,
+      id: call.conversation.display_id,
       conference_sid: conference_sid,
       using_webrtc: true
     }
   end
 
   def destroy
-    conversation = fetch_conversation_by_display_id
-    Voice::Provider::Twilio::ConferenceService.new(conversation: conversation).end_conference
-    render json: { status: 'success', id: conversation.display_id }
+    call = resolve_call!
+    Voice::Provider::Twilio::ConferenceService.new(call: call).end_conference
+    render json: { status: 'success', id: call.conversation.display_id }
   end
 
   private
 
-  def ensure_call_sid!(conversation)
-    return conversation.identifier if conversation.identifier.present?
+  def resolve_call!
+    sid = params[:call_sid].presence
+    raise ActionController::ParameterMissing, :call_sid if sid.blank?
 
-    incoming_sid = params.require(:call_sid)
-
-    conversation.update!(identifier: incoming_sid)
-    incoming_sid
+    conversation = fetch_conversation_by_display_id
+    Call.where(inbox_id: @voice_inbox.id, provider: :twilio, conversation_id: conversation.id)
+        .find_by!(provider_call_id: sid)
   end
 
   def set_voice_inbox_for_conference

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

@@ -6,20 +6,18 @@ class Api::V1::Accounts::Contacts::CallsController < Api::V1::Accounts::BaseCont
     authorize contact, :show?
     authorize voice_inbox, :show?
 
-    result = Voice::OutboundCallBuilder.perform!(
+    call = Voice::OutboundCallBuilder.perform!(
       account: Current.account,
       inbox: voice_inbox,
       user: Current.user,
       contact: contact
     )
 
-    conversation = result[:conversation]
-
     render json: {
-      conversation_id: conversation.display_id,
+      conversation_id: call.conversation.display_id,
       inbox_id: voice_inbox.id,
-      call_sid: result[:call_sid],
-      conference_sid: conversation.additional_attributes['conference_sid']
+      call_sid: call.provider_call_id,
+      conference_sid: call.conference_sid
     }
   end
 

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

@@ -0,0 +1,162 @@
+class Api::V1::Accounts::WhatsappCallsController < Api::V1::Accounts::BaseController
+  PERMISSION_REQUEST_THROTTLE = 5.minutes
+
+  before_action :set_call, only: %i[show accept reject terminate upload_recording]
+  before_action :set_conversation, only: :initiate
+  before_action :ensure_calling_enabled, only: :initiate
+  before_action :ensure_sdp_offer, only: :initiate
+  before_action :ensure_contact_phone, only: :initiate
+  before_action :ensure_recording_present, only: :upload_recording
+  before_action :ensure_call_message, only: :upload_recording
+
+  rescue_from Voice::CallErrors::NotRinging,
+              Voice::CallErrors::AlreadyAccepted,
+              Voice::CallErrors::CallFailed,
+              with: :render_call_error
+  rescue_from Voice::CallErrors::NoCallPermission, with: :render_permission_request
+
+  def show; end
+
+  def accept
+    call_service.accept
+  end
+
+  def reject
+    call_service.reject
+  end
+
+  def terminate
+    call_service.terminate
+  end
+
+  def upload_recording
+    @upload_status = @call.message.with_lock { attach_recording_idempotently }
+  end
+
+  def initiate
+    @call = create_outbound_call
+    @message = Voice::CallMessageBuilder.new(@call).perform!
+    @call.update!(message_id: @message.id)
+  end
+
+  private
+
+  def call_service
+    @call_service ||= Whatsapp::CallService.new(call: @call, agent: Current.user, sdp_answer: params[:sdp_answer])
+  end
+
+  def provider_service
+    @provider_service ||= @conversation.inbox.channel.provider_service
+  end
+
+  def set_call
+    @call = Current.account.calls.whatsapp.find(params[:id])
+    authorize @call.conversation, :show?
+  end
+
+  def set_conversation
+    @conversation = Current.account.conversations.find_by!(display_id: params[:conversation_id])
+    authorize @conversation, :show?
+  end
+
+  def ensure_calling_enabled
+    channel = @conversation.inbox.channel
+    return if channel.is_a?(Channel::Whatsapp) && channel.voice_enabled?
+
+    render_could_not_create_error(I18n.t('errors.whatsapp.calls.not_enabled'))
+  end
+
+  def ensure_sdp_offer
+    return if params[:sdp_offer].present?
+
+    render_could_not_create_error(I18n.t('errors.whatsapp.calls.sdp_offer_required'))
+  end
+
+  def ensure_contact_phone
+    return if @conversation.contact&.phone_number.present?
+
+    render_could_not_create_error(I18n.t('errors.whatsapp.calls.contact_phone_required'))
+  end
+
+  def ensure_recording_present
+    return if params[:recording].present?
+
+    render_could_not_create_error(I18n.t('errors.whatsapp.calls.no_recording'))
+  end
+
+  def ensure_call_message
+    return if @call.message.present?
+
+    render_could_not_create_error(I18n.t('errors.whatsapp.calls.no_message'))
+  end
+
+  def attach_recording_idempotently
+    return 'already_uploaded' if @call.message.attachments.exists?(file_type: :audio)
+
+    @call.message.attachments.create!(account_id: @call.account_id, file_type: :audio, file: params[:recording])
+    'uploaded'
+  end
+
+  def create_outbound_call
+    contact_phone = @conversation.contact.phone_number.delete('+')
+    result = provider_service.initiate_call(contact_phone, params[:sdp_offer])
+    provider_call_id = result.dig('calls', 0, 'id') || result['call_id']
+
+    Current.account.calls.create!(
+      provider: :whatsapp, inbox: @conversation.inbox, conversation: @conversation, contact: @conversation.contact,
+      provider_call_id: provider_call_id, direction: :outgoing, status: 'ringing',
+      accepted_by_agent_id: Current.user.id,
+      meta: { 'sdp_offer' => params[:sdp_offer], 'ice_servers' => Call.default_ice_servers }
+    )
+  end
+
+  # Meta error 138006 means the contact hasn't opted in yet; send the opt-in
+  # template (throttled, behind a conversation lock to prevent double-send).
+  def render_permission_request
+    status = nil
+    @conversation.with_lock do
+      if permission_request_throttled?
+        status = 'permission_pending'
+        next
+      end
+
+      sent = send_permission_request_safely
+      if sent
+        record_permission_request_wamid(sent)
+        status = 'permission_requested'
+      else
+        status = 'failed'
+      end
+    end
+
+    return render_could_not_create_error(I18n.t('errors.whatsapp.calls.permission_request_failed')) if status == 'failed'
+
+    render json: { status: status }
+  end
+
+  def permission_request_throttled?
+    last_requested = @conversation.additional_attributes&.dig('call_permission_requested_at')
+    last_requested.present? && Time.zone.parse(last_requested) > PERMISSION_REQUEST_THROTTLE.ago
+  end
+
+  # Treat transport errors as a falsy return so we render 422 rather than 500.
+  def send_permission_request_safely
+    provider_service.send_call_permission_request(@conversation.contact.phone_number.delete('+'))
+  rescue StandardError => e
+    Rails.logger.warn "[WHATSAPP CALL] permission_request failed: #{e.class} #{e.message}"
+    nil
+  end
+
+  # Stash the outbound wamid so the reply webhook can match context.id back here.
+  def record_permission_request_wamid(sent)
+    attrs = (@conversation.additional_attributes || {}).merge(
+      'call_permission_requested_at' => Time.current.iso8601,
+      'call_permission_request_message_id' => sent.dig('messages', 0, 'id')
+    )
+    @conversation.update!(additional_attributes: attrs)
+  end
+
+  def render_call_error(error)
+    render_could_not_create_error(error.message)
+  end
+end

enterprise/app/controllers/twilio/voice_controller.rb

@@ -20,30 +20,28 @@ class Twilio::VoiceController < ApplicationController
   end
 
   def call_twiml
-    account = current_account
     Rails.logger.info(
-      "TWILIO_VOICE_TWIML account=#{account.id} call_sid=#{twilio_call_sid} from=#{twilio_from} direction=#{twilio_direction}"
+      "TWILIO_VOICE_TWIML account=#{current_account.id} call_sid=#{twilio_call_sid} from=#{twilio_from} direction=#{twilio_direction}"
     )
 
-    conversation = resolve_conversation
-    conference_sid = ensure_conference_sid!(conversation)
-
-    render xml: conference_twiml(conference_sid, agent_leg?(twilio_from))
+    call = resolve_call
+    render xml: conference_twiml(call)
   end
 
   def conference_status
     event = mapped_conference_event
-    return head :no_content unless event
+    if event.nil?
+      Rails.logger.info(
+        "TWILIO_VOICE_CONFERENCE_UNMAPPED_EVENT account=#{current_account.id} event=#{params[:StatusCallbackEvent]} call_sid=#{twilio_call_sid}"
+      )
+      return head :no_content
+    end
 
-    conversation = find_conversation_for_conference!(
-      friendly_name: params[:FriendlyName],
-      call_sid: twilio_call_sid
-    )
+    call = find_call_for_conference!(params[:FriendlyName], twilio_call_sid)
 
     Voice::Conference::Manager.new(
-      conversation: conversation,
+      call: call,
       event: event,
-      call_sid: twilio_call_sid,
       participant_label: participant_label
     ).process
 
@@ -80,91 +78,83 @@ class Twilio::VoiceController < ApplicationController
     from_number.start_with?('client:')
   end
 
-  def resolve_conversation
-    return find_conversation_for_agent if agent_leg?(twilio_from)
+  def resolve_call
+    return find_call_for_agent if agent_leg?(twilio_from)
 
     case twilio_direction
     when 'inbound'
       Voice::InboundCallBuilder.perform!(
-        account: current_account,
         inbox: inbox,
         from_number: twilio_from,
         call_sid: twilio_call_sid
       )
     when 'outbound-api', 'outbound-dial'
-      sync_outbound_leg(
-        call_sid: twilio_call_sid,
-        from_number: twilio_from,
-        direction: twilio_direction
-      )
+      sync_outbound_leg(call_sid: twilio_call_sid, direction: twilio_direction)
     else
       raise ArgumentError, "Unsupported Twilio direction: #{twilio_direction}"
     end
   end
 
-  def find_conversation_for_agent
-    if params[:conversation_id].present?
-      current_account.conversations.find_by!(display_id: params[:conversation_id])
-    else
-      current_account.conversations.find_by!(identifier: twilio_call_sid)
-    end
+  def find_call_for_agent
+    sid = params[:call_sid].presence
+    raise ArgumentError, 'call_sid is required for agent leg' if sid.blank?
+
+    inbox_calls.find_by!(provider_call_id: sid)
   end
 
-  def sync_outbound_leg(call_sid:, from_number:, direction:)
+  def sync_outbound_leg(call_sid:, direction:)
     parent_sid = params['ParentCallSid'].presence
     lookup_sid = direction == 'outbound-dial' ? parent_sid || call_sid : call_sid
-    conversation = current_account.conversations.find_by!(identifier: lookup_sid)
+    call = inbox_calls.find_by!(provider_call_id: lookup_sid)
 
-    Voice::CallSessionSyncService.new(
-      conversation: conversation,
-      call_sid: call_sid,
-      message_call_sid: conversation.identifier,
-      leg: {
-        from_number: from_number,
-        to_number: twilio_to,
-        direction: 'outbound'
-      }
-    ).perform
+    call.update!(parent_call_sid: parent_sid) if parent_sid.present? && call.parent_call_sid != parent_sid
+    call
   end
 
-  def ensure_conference_sid!(conversation)
-    attrs = conversation.additional_attributes || {}
-    attrs['conference_sid'] ||= Voice::Conference::Name.for(conversation)
-    conversation.update!(additional_attributes: attrs)
-    attrs['conference_sid']
+  def inbox_calls
+    Call.where(inbox_id: inbox.id, provider: :twilio)
   end
 
-  def conference_twiml(conference_sid, agent_leg)
+  def conference_twiml(call)
+    conference_sid = ensure_conference_sid!(call)
+
     Twilio::TwiML::VoiceResponse.new.tap do |response|
       response.dial do |dial|
         dial.conference(
           conference_sid,
-          start_conference_on_enter: agent_leg,
+          start_conference_on_enter: agent_leg?(twilio_from),
           end_conference_on_exit: false,
           status_callback: conference_status_callback_url,
           status_callback_event: 'start end join leave',
           status_callback_method: 'POST',
-          participant_label: agent_leg ? 'agent' : 'contact'
+          participant_label: participant_label_for(twilio_from)
         )
       end
     end.to_s
   end
 
+  def ensure_conference_sid!(call)
+    return call.conference_sid if call.conference_sid.present?
+
+    call.update!(conference_sid: call.default_conference_sid)
+    call.conference_sid
+  end
+
+  def participant_label_for(from_number)
+    return from_number.delete_prefix('client:') if from_number.start_with?('client:')
+
+    'contact'
+  end
+
   def conference_status_callback_url
     phone_digits = inbox_channel.phone_number.delete_prefix('+')
     Rails.application.routes.url_helpers.twilio_voice_conference_status_url(phone: phone_digits)
   end
 
-  def find_conversation_for_conference!(friendly_name:, call_sid:)
+  def find_call_for_conference!(friendly_name, call_sid)
     name = friendly_name.to_s
-    scope = current_account.conversations
-
-    if name.present?
-      conversation = scope.where("additional_attributes->>'conference_sid' = ?", name).first
-      return conversation if conversation
-    end
-
-    scope.find_by!(identifier: call_sid)
+    call = inbox_calls.by_conference_sid(name).first if name.present?
+    call || inbox_calls.find_by!(provider_call_id: call_sid)
   end
 
   def set_inbox!

enterprise/app/finders/enterprise/message_finder.rb

@@ -0,0 +1,5 @@
+module Enterprise::MessageFinder
+  def conversation_messages
+    super.includes(call: [:contact, { inbox: :channel }])
+  end
+end

enterprise/app/jobs/enterprise/webhooks/whatsapp_events_job.rb

@@ -0,0 +1,41 @@
+module Enterprise::Webhooks::WhatsappEventsJob
+  def handle_message_events(channel, params)
+    return handle_call_events(channel, params) if call_event?(params)
+    return handle_call_permission_reply(channel, params) if call_permission_reply?(params)
+
+    super
+  end
+
+  private
+
+  # Lock per-call_id inside handle_call_events instead of the parent's per-sender mutex.
+  def contact_sender_id(params)
+    return nil if call_event?(params)
+
+    super
+  end
+
+  def call_event?(params)
+    params.dig(:entry, 0, :changes, 0, :field) == 'calls'
+  end
+
+  def call_permission_reply?(params)
+    params.dig(:entry, 0, :changes, 0, :value, :messages, 0, :interactive, :type) == 'call_permission_reply'
+  end
+
+  # Per-call_id mutex so connect/terminate for the same call serialize across batches.
+  def handle_call_events(channel, params)
+    calls = params.dig(:entry, 0, :changes, 0, :value, :calls) || []
+    calls.each do |call_payload|
+      lock_key = format(::Redis::Alfred::WHATSAPP_MESSAGE_MUTEX,
+                        inbox_id: channel.inbox.id, sender_id: "call:#{call_payload[:id]}")
+      with_lock(lock_key, 30.seconds) do
+        Whatsapp::IncomingCallService.new(inbox: channel.inbox, params: { calls: [call_payload] }).perform
+      end
+    end
+  end
+
+  def handle_call_permission_reply(channel, params)
+    Whatsapp::CallPermissionReplyService.new(inbox: channel.inbox, params: params).perform
+  end
+end

enterprise/app/models/call.rb

@@ -29,11 +29,16 @@
 #  index_calls_on_provider_and_provider_call_id   (provider,provider_call_id) UNIQUE
 #
 class Call < ApplicationRecord
-  # All valid call statuses
   STATUSES = %w[ringing in_progress completed no_answer failed].freeze
-  # Statuses where the call is finished and won't change again
   TERMINAL_STATUSES = %w[completed no_answer failed].freeze
 
+  store_accessor :meta, :conference_sid, :recording_sid, :parent_call_sid, :initiated_at, :ended_at
+
+  # Frontend voice bubbles/stores expect inbound/outbound string values
+  DISPLAY_DIRECTION = { 'incoming' => 'inbound', 'outgoing' => 'outbound' }.freeze
+
+  DEFAULT_STUN_URL = 'stun:stun.l.google.com:19302'.freeze
+
   enum :provider, { twilio: 0, whatsapp: 1 }
   enum :direction, { incoming: 0, outgoing: 1 }
 
@@ -41,7 +46,7 @@ class Call < ApplicationRecord
   belongs_to :inbox
   belongs_to :conversation
   belongs_to :contact
-  belongs_to :message, optional: true
+  belongs_to :message, optional: true, inverse_of: :call
   belongs_to :accepted_by_agent, class_name: 'User', optional: true
 
   has_one_attached :recording
@@ -52,4 +57,72 @@ class Call < ApplicationRecord
   validates :status, presence: true, inclusion: { in: STATUSES }
 
   scope :active, -> { where.not(status: TERMINAL_STATUSES) }
+  scope :by_conference_sid, ->(sid) { where("meta->>'conference_sid' = ?", sid) }
+
+  def self.find_by_provider_call_id(provider, sid)
+    find_by(provider: provider, provider_call_id: sid)
+  end
+
+  def default_conference_sid
+    "conf_account_#{account_id}_call_#{id}"
+  end
+
+  # Browser ↔ Meta WebRTC needs at least one STUN server to discover its public srflx candidate.
+  def self.default_ice_servers
+    urls = ENV.fetch('VOICE_CALL_STUN_URLS', DEFAULT_STUN_URL).split(',').filter_map { |u| u.strip.presence }
+    [{ urls: urls }]
+  end
+
+  def direction_label
+    DISPLAY_DIRECTION[direction]
+  end
+
+  def ringing?
+    status == 'ringing'
+  end
+
+  def in_progress?
+    status == 'in_progress'
+  end
+
+  def terminal?
+    TERMINAL_STATUSES.include?(status)
+  end
+
+  def display_status
+    status.to_s.tr('_', '-')
+  end
+
+  def from_number
+    incoming? ? contact.phone_number : inbox.channel&.phone_number
+  end
+
+  def to_number
+    incoming? ? inbox.channel&.phone_number : contact.phone_number
+  end
+
+  def recording_url
+    return nil unless recording.attached?
+
+    Rails.application.routes.url_helpers.rails_blob_url(recording)
+  end
+
+  def push_event_data
+    {
+      id: id,
+      provider_call_id: provider_call_id,
+      provider: provider,
+      direction: direction,
+      status: display_status,
+      duration_seconds: duration_seconds,
+      conference_sid: conference_sid,
+      accepted_by_agent_id: accepted_by_agent_id,
+      started_at: started_at&.to_i,
+      ended_at: ended_at,
+      from_number: from_number,
+      to_number: to_number,
+      recording_url: recording_url,
+      transcript: transcript
+    }
+  end
 end

enterprise/app/models/channel/voice.rb

@@ -0,0 +1,8 @@
+# Stub for legacy inboxes whose channel_type is still 'Channel::Voice' after
+# the upstream DropChannelVoice migration moved voice fields onto
+# Channel::TwilioSms. Pointing at the new table lets Rails resolve
+# `belongs_to :channel, polymorphic: true` lookups to nil (no matching row),
+# so jbuilder `.try` chains short-circuit instead of raising.
+class Channel::Voice < ApplicationRecord
+  self.table_name = 'channel_twilio_sms'
+end

enterprise/app/models/enterprise/concerns/attachment.rb

@@ -3,13 +3,30 @@ module Enterprise::Concerns::Attachment
 
   included do
     after_create_commit :enqueue_audio_transcription
+    # Broadcast the message update so the FE bubble picks up the new audio
+    # attachment immediately. Without this, the FE has to wait until Whisper
+    # finishes (or fall back to a page refresh) — and if Whisper returns blank,
+    # the bubble never gets the audio at all.
+    after_create_commit :broadcast_message_update_for_audio
   end
 
   private
 
   def enqueue_audio_transcription
     return unless file_type.to_sym == :audio
+    return unless file.attached?
 
     Messages::AudioTranscriptionJob.perform_later(id)
   end
+
+  def broadcast_message_update_for_audio
+    return unless file_type.to_sym == :audio
+    return unless message
+    # Without an attached file, the message serializer's audio_metadata path
+    # dereferences `file.metadata[:width]` on nil and raises. The pre-attach
+    # broadcast wouldn't carry useful audio info anyway — skip until upload completes.
+    return unless file.attached?
+
+    message.reload.send_update_event
+  end
 end

enterprise/app/models/enterprise/conversation.rb

@@ -13,6 +13,12 @@ module Enterprise::Conversation
     super + %w[sla_policy_id]
   end
 
+  # Surface call lifecycle changes to the FE: writes to additional_attributes
+  # call_status/call_direction should rebroadcast conversation_updated.
+  def allowed_keys?
+    super || call_attributes_changed?
+  end
+
   def with_captain_activity_context(reason:, reason_type:)
     previous_reason = captain_activity_reason
     previous_reason_type = captain_activity_reason_type
@@ -25,20 +31,18 @@ module Enterprise::Conversation
     self.captain_activity_reason_type = previous_reason_type
   end
 
-  # Include select additional_attributes keys (call related) for update events
-  def allowed_keys?
-    return true if super
-
-    attrs_change = previous_changes['additional_attributes']
-    return false unless attrs_change.is_a?(Array) && attrs_change[1].is_a?(Hash)
-
-    changed_attr_keys = attrs_change[1].keys
-    changed_attr_keys.intersect?(%w[call_status])
-  end
-
   private
 
   def dispatch_captain_inference_event(event_name)
     dispatcher_dispatch(event_name)
   end
+
+  def call_attributes_changed?
+    return false if previous_changes['additional_attributes'].blank?
+
+    # Compare before/after values for call keys — checking key presence alone
+    # rebroadcasts on any unrelated additional_attributes write once the keys exist.
+    before, after = previous_changes['additional_attributes']
+    %w[call_status call_direction].any? { |key| (before || {})[key] != (after || {})[key] }
+  end
 end

enterprise/app/models/enterprise/message.rb

@@ -1,4 +1,18 @@
 module Enterprise::Message
+  def self.prepended(base)
+    base.class_eval do
+      has_one :call, class_name: 'Call', foreign_key: :message_id, dependent: :nullify, inverse_of: :message
+
+      scope :with_call, -> { includes(call: [:contact, { inbox: :channel }]) }
+    end
+  end
+
+  def push_event_data
+    data = super
+    data[:call] = call.push_event_data if content_type == 'voice_call' && call.present?
+    data
+  end
+
   private
 
   def mark_pending_conversation_as_open_for_human_response

enterprise/app/services/enterprise/whatsapp/providers/whatsapp_cloud_service.rb

@@ -0,0 +1,96 @@
+module Enterprise::Whatsapp::Providers::WhatsappCloudService
+  # Calls API + the call_permission_request interactive message both require Graph
+  # API v17+; OSS phone_id_path is locked at v13.0 for legacy /messages compatibility.
+  # Use the configured global version (defaulting to v22.0) for call-flow endpoints.
+  WHATSAPP_CALLING_API_VERSION_FALLBACK = 'v22.0'.freeze
+
+  def pre_accept_call(call_id, sdp_answer)
+    call_api('pre_accept_call', call_action_body(call_id, 'pre_accept', sdp_answer))
+  end
+
+  def accept_call(call_id, sdp_answer)
+    call_api('accept_call', call_action_body(call_id, 'accept', sdp_answer))
+  end
+
+  def reject_call(call_id)
+    call_api('reject_call', call_action_body(call_id, 'reject'))
+  end
+
+  def terminate_call(call_id)
+    call_api('terminate_call', call_action_body(call_id, 'terminate'))
+  end
+
+  def send_call_permission_request(to_phone_number, body_text = I18n.t('conversations.messages.whatsapp.call_permission_request_body'))
+    response = HTTParty.post(
+      "#{calls_phone_id_path}/messages", headers: api_headers, body: permission_request_body(to_phone_number, body_text)
+    )
+
+    unless response.success?
+      Rails.logger.error "[WHATSAPP CALL] send_call_permission_request failed: status=#{response.code} body=#{response.body}"
+      return nil
+    end
+
+    response.parsed_response
+  end
+
+  def initiate_call(to_phone_number, sdp_offer)
+    response = HTTParty.post(
+      "#{calls_phone_id_path}/calls", headers: api_headers, body: initiate_call_body(to_phone_number, sdp_offer)
+    )
+    process_initiate_call_response(response)
+  end
+
+  private
+
+  def calls_phone_id_path
+    base = ENV.fetch('WHATSAPP_CLOUD_BASE_URL', 'https://graph.facebook.com')
+    version = GlobalConfigService.load('WHATSAPP_API_VERSION', WHATSAPP_CALLING_API_VERSION_FALLBACK)
+    "#{base}/#{version}/#{whatsapp_channel.provider_config['phone_number_id']}"
+  end
+
+  def call_action_body(call_id, action, sdp_answer = nil)
+    body = { messaging_product: 'whatsapp', call_id: call_id, action: action }
+    body[:session] = { sdp: sdp_answer, sdp_type: 'answer' } if sdp_answer
+    body
+  end
+
+  def call_api(action_name, body)
+    url = "#{calls_phone_id_path}/calls"
+    Rails.logger.info "[WHATSAPP CALL] #{action_name} POST #{url} body=#{body.except(:session).to_json}"
+    response = HTTParty.post(url, headers: api_headers, body: body.to_json)
+    Rails.logger.error "[WHATSAPP CALL] #{action_name} failed: status=#{response.code} body=#{response.body}" unless response.success?
+    response.success?
+  end
+
+  def permission_request_body(to_phone_number, body_text)
+    {
+      messaging_product: 'whatsapp', recipient_type: 'individual', to: to_phone_number,
+      type: 'interactive',
+      interactive: {
+        type: 'call_permission_request',
+        action: { name: 'call_permission_request' },
+        body: { text: body_text }
+      }
+    }.to_json
+  end
+
+  def initiate_call_body(to_phone_number, sdp_offer)
+    {
+      messaging_product: 'whatsapp', to: to_phone_number, type: 'audio',
+      session: { sdp: sdp_offer, sdp_type: 'offer' }
+    }.to_json
+  end
+
+  def process_initiate_call_response(response)
+    return response.parsed_response if response.success?
+
+    Rails.logger.error "[WHATSAPP CALL] initiate_call failed: status=#{response.code} body=#{response.body}"
+    parsed = response.parsed_response.is_a?(Hash) ? response.parsed_response : {}
+    error_code = parsed.dig('error', 'code')
+    error_msg = parsed.dig('error', 'error_user_msg') || 'Failed to initiate call'
+
+    raise Voice::CallErrors::NoCallPermission, error_msg if error_code == Voice::CallErrors::NO_CALL_PERMISSION_CODE
+
+    raise Voice::CallErrors::CallFailed, error_msg
+  end
+end

enterprise/app/services/messages/audio_transcription_service.rb

@@ -67,7 +67,9 @@ class Messages::AudioTranscriptionService< Llm::LegacyBaseOpenAiService
         parameters: {
           model: WHISPER_MODEL,
           file: file,
-          temperature: 0.4
+          # 0.0 minimises Whisper's hallucinations on silence / sub-vocal segments —
+          # higher temperatures produce phantom phrases that look like real transcripts.
+          temperature: 0.0
         }
       )
       transcribed_text = response['text']

enterprise/app/services/voice/call_message_builder.rb

@@ -1,90 +1,52 @@
 class Voice::CallMessageBuilder
-  def self.perform!(conversation:, direction:, payload:, user: nil, timestamps: {})
-    new(
-      conversation: conversation,
-      direction: direction,
-      payload: payload,
-      user: user,
-      timestamps: timestamps
-    ).perform!
-  end
-
-  def initialize(conversation:, direction:, payload:, user:, timestamps:)
-    @conversation = conversation
-    @direction = direction
-    @payload = payload
-    @user = user
-    @timestamps = timestamps
+  def initialize(call)
+    @call = call
   end
 
   def perform!
-    validate_sender!
-    message = latest_message
-    message ? update_message!(message) : create_message!
+    call.message || create_message!
+  end
+
+  def update_status!(status:, agent: nil, duration_seconds: nil)
+    message = call.message
+    return unless message
+
+    patch = {
+      'status' => status&.to_s&.tr('_', '-'),
+      'accepted_by' => agent && { 'id' => agent.id, 'name' => agent.name },
+      'duration_seconds' => duration_seconds
+    }.compact
+
+    message.update!(content_attributes: (message.content_attributes || {}).deep_merge('data' => patch))
+    message
   end
 
   private
 
-  attr_reader :conversation, :direction, :payload, :user, :timestamps
-
-  def latest_message
-    conversation.messages.voice_calls.order(created_at: :desc).first
-  end
-
-  def update_message!(message)
-    message.update!(
-      message_type: message_type,
-      content_attributes: { 'data' => base_payload },
-      sender: sender
-    )
-  end
+  attr_reader :call
 
   def create_message!
     params = {
-      content: 'Voice Call',
-      message_type: message_type,
+      content: I18n.t("conversations.messages.voice_call.#{call.provider}"),
+      message_type: call.outgoing? ? 'outgoing' : 'incoming',
       content_type: 'voice_call',
-      content_attributes: { 'data' => base_payload }
+      content_attributes: { 'data' => build_data_payload }
     }
-    Messages::MessageBuilder.new(sender, conversation, params).perform
-  end
-
-  def base_payload
-    @base_payload ||= begin
-      data = payload.slice(
-        :call_sid,
-        :status,
-        :call_direction,
-        :conference_sid,
-        :from_number,
-        :to_number
-      ).stringify_keys
-      data['call_direction'] = direction
-      data['meta'] = {
-        'created_at' => timestamps[:created_at] || current_timestamp,
-        'ringing_at' => timestamps[:ringing_at] || current_timestamp
-      }.compact
-      data
-    end
-  end
-
-  def message_type
-    direction == 'outbound' ? 'outgoing' : 'incoming'
+    Messages::MessageBuilder.new(sender, call.conversation, params).perform
   end
 
   def sender
-    return user if direction == 'outbound'
-
-    conversation.contact
+    call.outgoing? ? call.accepted_by_agent : call.contact
   end
 
-  def validate_sender!
-    return unless direction == 'outbound'
-
-    raise ArgumentError, 'Agent sender required for outbound calls' unless user
-  end
-
-  def current_timestamp
-    @current_timestamp ||= Time.zone.now.to_i
+  # call_source lets the FE disambiguate WhatsApp vs Twilio without re-fetching the Call.
+  def build_data_payload
+    {
+      'call_id' => call.id,
+      'call_sid' => call.provider_call_id,
+      'call_source' => call.provider,
+      'call_direction' => call.direction_label,
+      'status' => call.display_status
+    }
   end
 end

enterprise/app/services/voice/call_session_sync_service.rb

@@ -1,94 +0,0 @@
-class Voice::CallSessionSyncService
-  attr_reader :conversation, :call_sid, :message_call_sid, :from_number, :to_number, :direction
-
-  def initialize(conversation:, call_sid:, leg:, message_call_sid: nil)
-    @conversation = conversation
-    @call_sid = call_sid
-    @message_call_sid = message_call_sid || call_sid
-    @from_number = leg[:from_number]
-    @to_number = leg[:to_number]
-    @direction = leg[:direction]
-  end
-
-  def perform
-    ActiveRecord::Base.transaction do
-      attrs = refreshed_attributes
-      conversation.update!(
-        additional_attributes: attrs,
-        last_activity_at: current_time
-      )
-      sync_voice_call_message!(attrs)
-    end
-
-    conversation
-  end
-
-  private
-
-  def refreshed_attributes
-    attrs = (conversation.additional_attributes || {}).dup
-    attrs['call_direction'] = direction
-    attrs['call_status'] ||= 'ringing'
-    attrs['conference_sid'] ||= Voice::Conference::Name.for(conversation)
-    attrs['meta'] ||= {}
-    attrs['meta']['initiated_at'] ||= current_timestamp
-    attrs
-  end
-
-  def sync_voice_call_message!(attrs)
-    Voice::CallMessageBuilder.perform!(
-      conversation: conversation,
-      direction: direction,
-      payload: {
-        call_sid: message_call_sid,
-        status: attrs['call_status'],
-        conference_sid: attrs['conference_sid'],
-        from_number: origin_number_for(direction),
-        to_number: target_number_for(direction)
-      },
-      user: agent_for(attrs),
-      timestamps: {
-        created_at: attrs.dig('meta', 'initiated_at'),
-        ringing_at: attrs.dig('meta', 'ringing_at')
-      }
-    )
-  end
-
-  def origin_number_for(current_direction)
-    return outbound_origin if current_direction == 'outbound'
-
-    from_number.presence || inbox_number
-  end
-
-  def target_number_for(current_direction)
-    return conversation.contact&.phone_number || to_number if current_direction == 'outbound'
-
-    to_number || conversation.contact&.phone_number
-  end
-
-  def agent_for(attrs)
-    agent_id = attrs['agent_id']
-    return nil unless agent_id
-
-    agent = conversation.account.users.find_by(id: agent_id)
-    raise ArgumentError, 'Agent sender required for outbound call sync' if direction == 'outbound' && agent.nil?
-
-    agent
-  end
-
-  def current_timestamp
-    @current_timestamp ||= current_time.to_i
-  end
-
-  def current_time
-    @current_time ||= Time.zone.now
-  end
-
-  def outbound_origin
-    inbox_number || from_number
-  end
-
-  def inbox_number
-    conversation.inbox&.channel&.phone_number
-  end
-end

enterprise/app/services/voice/call_status/manager.rb

@@ -1,66 +1,44 @@
 class Voice::CallStatus::Manager
-  pattr_initialize [:conversation!, :call_sid]
-
-  ALLOWED_STATUSES = %w[ringing in-progress completed no-answer failed].freeze
-  TERMINAL_STATUSES = %w[completed no-answer failed].freeze
+  pattr_initialize [:call!]
 
   def process_status_update(status, duration: nil, timestamp: nil)
-    return unless ALLOWED_STATUSES.include?(status)
+    return unless Call::STATUSES.include?(status)
+    return if call.status == status
 
-    current_status = conversation.additional_attributes&.dig('call_status')
-    return if current_status == status
-
-    apply_status(status, duration: duration, timestamp: timestamp)
-    update_message(status)
+    apply_call_updates!(status, duration: duration, timestamp: timestamp)
+    call.conversation.update!(last_activity_at: Time.zone.now)
+    # Bump updated_at so the message.updated dispatcher rebroadcasts with the fresh Call embedded.
+    call.message&.touch # rubocop:disable Rails/SkipsModelValidations
   end
 
   private
 
-  def apply_status(status, duration:, timestamp:)
-    attrs = (conversation.additional_attributes || {}).dup
-    attrs['call_status'] = status
+  def apply_call_updates!(status, duration:, timestamp:)
+    attrs = { status: status }
+    ts = timestamp || now_seconds
 
-    if status == 'in-progress'
-      attrs['call_started_at'] ||= timestamp || now_seconds
-    elsif TERMINAL_STATUSES.include?(status)
-      attrs['call_ended_at'] = timestamp || now_seconds
-      attrs['call_duration'] = resolved_duration(attrs, duration, timestamp)
+    if status == 'in_progress'
+      # Twilio can emit multiple in-progress updates (answered + in-progress, retries).
+      # Keep the earliest timestamp so duration_seconds doesn't shift forward.
+      started_at = Time.zone.at(ts)
+      attrs[:started_at] = started_at if call.started_at.nil? || started_at < call.started_at
+    elsif Call::TERMINAL_STATUSES.include?(status)
+      call.ended_at = ts
+      attrs[:meta] = call.meta
+      attrs[:duration_seconds] = resolved_duration(duration, ts)
     end
 
-    conversation.update!(
-      additional_attributes: attrs,
-      last_activity_at: current_time
-    )
+    call.update!(attrs)
   end
 
-  def resolved_duration(attrs, provided_duration, timestamp)
+  def resolved_duration(provided_duration, timestamp)
     return provided_duration if provided_duration
+    return unless call.started_at
 
-    started_at = attrs['call_started_at']
-    return unless started_at && timestamp
-
-    [timestamp - started_at.to_i, 0].max
-  end
-
-  def update_message(status)
-    message = conversation.messages
-                          .where(content_type: 'voice_call')
-                          .order(created_at: :desc)
-                          .first
-    return unless message
-
-    data = (message.content_attributes || {}).dup
-    data['data'] ||= {}
-    data['data']['status'] = status
-
-    message.update!(content_attributes: data)
+    [timestamp - call.started_at.to_i, 0].max
   end
 
   def now_seconds
-    current_time.to_i
-  end
-
-  def current_time
-    @current_time ||= Time.zone.now
+    Time.zone.now.to_i
   end
 end

enterprise/app/services/voice/conference/manager.rb

@@ -1,71 +1,71 @@
 class Voice::Conference::Manager
-  pattr_initialize [:conversation!, :event!, :call_sid!, :participant_label]
+  pattr_initialize [:call!, :event!, :participant_label]
+
+  AGENT_LABEL_PATTERN = /\Aagent-(\d+)-account-(\d+)\z/
 
   def process
     case event
     when 'start'
-      ensure_conference_sid!
       mark_ringing!
     when 'join'
-      mark_in_progress! if agent_participant?
+      join_agent! if agent_participant?
     when 'leave'
       handle_leave!
     when 'end'
-      finalize_conference!
+      finalize!
     end
   end
 
   private
 
   def status_manager
-    @status_manager ||= Voice::CallStatus::Manager.new(
-      conversation: conversation,
-      call_sid: call_sid
-    )
-  end
-
-  def ensure_conference_sid!
-    attrs = conversation.additional_attributes || {}
-    return if attrs['conference_sid'].present?
-
-    attrs['conference_sid'] = Voice::Conference::Name.for(conversation)
-    conversation.update!(additional_attributes: attrs)
+    @status_manager ||= Voice::CallStatus::Manager.new(call: call)
   end
 
   def mark_ringing!
-    return if current_status
+    # Guard against delayed conference-start retries rolling a progressed call back to ringing.
+    return unless call.status == 'ringing'
 
     status_manager.process_status_update('ringing')
   end
 
-  def mark_in_progress!
-    status_manager.process_status_update('in-progress', timestamp: current_timestamp)
+  def join_agent!
+    user_id = extract_user_id
+    call.update!(accepted_by_agent_id: user_id) if user_id
+    status_manager.process_status_update('in_progress', timestamp: now)
+  end
+
+  # Parses agent user_id from participant_label. Only returns an id when the
+  # label's embedded account id matches the call's account — protects against
+  # a spoofed/cross-account label attaching a foreign user to the call.
+  def extract_user_id
+    match = participant_label.to_s.match(AGENT_LABEL_PATTERN)
+    return unless match
+    return unless match[2].to_i == call.account_id
+
+    match[1].to_i
   end
 
   def handle_leave!
-    case current_status
+    case call.status
     when 'ringing'
-      status_manager.process_status_update('no-answer', timestamp: current_timestamp)
-    when 'in-progress'
-      status_manager.process_status_update('completed', timestamp: current_timestamp)
+      status_manager.process_status_update('no_answer', timestamp: now)
+    when 'in_progress'
+      status_manager.process_status_update('completed', timestamp: now)
     end
   end
 
-  def finalize_conference!
-    return if %w[completed no-answer failed].include?(current_status)
+  def finalize!
+    return if Call::TERMINAL_STATUSES.include?(call.status)
 
-    status_manager.process_status_update('completed', timestamp: current_timestamp)
-  end
-
-  def current_status
-    conversation.additional_attributes&.dig('call_status')
+    status_manager.process_status_update('completed', timestamp: now)
   end
 
   def agent_participant?
-    participant_label.to_s.start_with?('agent')
+    participant_label.to_s.start_with?('agent-')
   end
 
-  def current_timestamp
+  def now
     Time.zone.now.to_i
   end
 end

enterprise/app/services/voice/conference/name.rb

@@ -1,5 +0,0 @@
-module Voice::Conference::Name
-  def self.for(conversation)
-    "conf_account_#{conversation.account_id}_conv_#{conversation.display_id}"
-  end
-end

enterprise/app/services/voice/inbound_call_builder.rb

@@ -1,99 +1,102 @@
 class Voice::InboundCallBuilder
-  attr_reader :account, :inbox, :from_number, :call_sid
+  attr_reader :inbox, :from_number, :call_sid, :provider, :extra_meta
 
-  def self.perform!(account:, inbox:, from_number:, call_sid:)
-    new(account: account, inbox: inbox, from_number: from_number, call_sid: call_sid).perform!
+  def self.perform!(inbox:, from_number:, call_sid:, provider: :twilio, extra_meta: {})
+    new(inbox: inbox, from_number: from_number, call_sid: call_sid,
+        provider: provider, extra_meta: extra_meta).perform!
   end
 
-  def initialize(account:, inbox:, from_number:, call_sid:)
-    @account = account
+  def initialize(inbox:, from_number:, call_sid:, provider: :twilio, extra_meta: {})
     @inbox = inbox
     @from_number = from_number
     @call_sid = call_sid
+    @provider = provider.to_sym
+    @extra_meta = extra_meta || {}
   end
 
   def perform!
-    timestamp = current_timestamp
+    existing = find_existing_call
+    return existing if existing
 
     ActiveRecord::Base.transaction do
-      contact = ensure_contact!
-      contact_inbox = ensure_contact_inbox!(contact)
-      conversation = find_conversation || create_conversation!(contact, contact_inbox)
-      conversation.reload
-      update_conversation!(conversation, timestamp)
-      build_voice_message!(conversation, timestamp)
-      conversation
+      contact_inbox = ensure_contact_inbox!
+      contact = contact_inbox.contact
+      conversation = resolve_conversation!(contact, contact_inbox)
+      call = create_call!(contact, conversation)
+      message = Voice::CallMessageBuilder.new(call).perform!
+      call.update!(message_id: message.id)
+      call
     end
+  rescue ActiveRecord::RecordNotUnique
+    # A concurrent provider retry won the create race; return what now exists.
+    find_existing_call || raise
   end
 
   private
 
+  def account
+    inbox.account
+  end
+
+  def find_existing_call
+    Call.where(account_id: account.id, inbox_id: inbox.id)
+        .find_by(provider: provider, provider_call_id: call_sid)
+  end
+
+  # Always look up by (inbox, source_id) first — that pair has a UNIQUE index, so
+  # creating with a colliding source_id under a different contact would raise
+  # RecordNotUnique. Reuse the existing ContactInbox (and its contact) when found.
+  def ensure_contact_inbox!
+    sid = source_id_for_provider
+    existing = inbox.contact_inboxes.find_by(source_id: sid)
+    return existing if existing
+
+    ContactInbox.create!(contact: ensure_contact!, inbox: inbox, source_id: sid)
+  end
+
   def ensure_contact!
     account.contacts.find_or_create_by!(phone_number: from_number) do |record|
       record.name = from_number if record.name.blank?
     end
   end
 
-  def ensure_contact_inbox!(contact)
-    ContactInbox.find_or_create_by!(
-      contact_id: contact.id,
-      inbox_id: inbox.id
-    ) do |record|
-      record.source_id = from_number
+  # WhatsApp ContactInbox.source_id must be digits-only (the wa_id); Twilio accepts the +.
+  def source_id_for_provider
+    provider == :whatsapp ? from_number.to_s.delete_prefix('+') : from_number
+  end
+
+  def resolve_conversation!(contact, contact_inbox)
+    if inbox.lock_to_single_conversation
+      reusable = account.conversations
+                        .where(contact_id: contact.id, inbox_id: inbox.id)
+                        .where.not(status: :resolved)
+                        .order(last_activity_at: :desc)
+                        .first
+      return reusable if reusable
     end
-  end
 
-  def find_conversation
-    return if call_sid.blank?
-
-    account.conversations.includes(:contact).find_by(identifier: call_sid)
-  end
-
-  def create_conversation!(contact, contact_inbox)
     account.conversations.create!(
       contact_inbox_id: contact_inbox.id,
       inbox_id: inbox.id,
       contact_id: contact.id,
-      status: :open,
-      identifier: call_sid
+      status: :open
     )
   end
 
-  def update_conversation!(conversation, timestamp)
-    attrs = {
-      'call_direction' => 'inbound',
-      'call_status' => 'ringing',
-      'conference_sid' => Voice::Conference::Name.for(conversation),
-      'meta' => { 'initiated_at' => timestamp }
-    }
-
-    conversation.update!(
-      identifier: call_sid,
-      additional_attributes: attrs,
-      last_activity_at: current_time
-    )
-  end
-
-  def build_voice_message!(conversation, timestamp)
-    Voice::CallMessageBuilder.perform!(
+  def create_call!(contact, conversation)
+    call = Call.create!(
+      account: account,
+      inbox: inbox,
       conversation: conversation,
-      direction: 'inbound',
-      payload: {
-        call_sid: call_sid,
-        status: 'ringing',
-        conference_sid: conversation.additional_attributes['conference_sid'],
-        from_number: from_number,
-        to_number: inbox.channel&.phone_number
-      },
-      timestamps: { created_at: timestamp, ringing_at: timestamp }
+      contact: contact,
+      provider: provider,
+      direction: :incoming,
+      status: 'ringing',
+      provider_call_id: call_sid,
+      meta: { 'initiated_at' => Time.zone.now.to_i }.merge(extra_meta.stringify_keys)
     )
-  end
-
-  def current_timestamp
-    @current_timestamp ||= current_time.to_i
-  end
-
-  def current_time
-    @current_time ||= Time.zone.now
+    # `conference_sid` is a Twilio bridging concept; WhatsApp goes browser↔Meta.
+    call.update!(conference_sid: call.default_conference_sid) if call.twilio?
+    call
   end
 end

enterprise/app/services/voice/outbound_call_builder.rb

@@ -16,17 +16,14 @@ class Voice::OutboundCallBuilder
     raise ArgumentError, 'Contact phone number required' if contact.phone_number.blank?
     raise ArgumentError, 'Agent required' if user.blank?
 
-    timestamp = current_timestamp
-
     ActiveRecord::Base.transaction do
       contact_inbox = ensure_contact_inbox!
       conversation = create_conversation!(contact_inbox)
-      conversation.reload
-      conference_sid = Voice::Conference::Name.for(conversation)
       call_sid = initiate_call!
-      update_conversation!(conversation, call_sid, conference_sid, timestamp)
-      build_voice_message!(conversation, call_sid, conference_sid, timestamp)
-      { conversation: conversation, call_sid: call_sid }
+      call = create_call!(conversation, call_sid)
+      message = Voice::CallMessageBuilder.new(call).perform!
+      call.update!(message_id: message.id)
+      call
     end
   end
 
@@ -51,48 +48,23 @@ class Voice::OutboundCallBuilder
   end
 
   def initiate_call!
-    inbox.channel.initiate_call(
-      to: contact.phone_number
-    )[:call_sid]
+    inbox.channel.initiate_call(to: contact.phone_number)[:call_sid]
   end
 
-  def update_conversation!(conversation, call_sid, conference_sid, timestamp)
-    attrs = {
-      'call_direction' => 'outbound',
-      'call_status' => 'ringing',
-      'agent_id' => user.id,
-      'conference_sid' => conference_sid,
-      'meta' => { 'initiated_at' => timestamp }
-    }
-
-    conversation.update!(
-      identifier: call_sid,
-      additional_attributes: attrs,
-      last_activity_at: current_time
-    )
-  end
-
-  def build_voice_message!(conversation, call_sid, conference_sid, timestamp)
-    Voice::CallMessageBuilder.perform!(
+  def create_call!(conversation, call_sid)
+    call = Call.create!(
+      account: account,
+      inbox: inbox,
       conversation: conversation,
-      direction: 'outbound',
-      payload: {
-        call_sid: call_sid,
-        status: 'ringing',
-        conference_sid: conference_sid,
-        from_number: inbox.channel&.phone_number,
-        to_number: contact.phone_number
-      },
-      user: user,
-      timestamps: { created_at: timestamp, ringing_at: timestamp }
+      contact: contact,
+      accepted_by_agent: user,
+      provider: :twilio,
+      direction: :outgoing,
+      status: 'ringing',
+      provider_call_id: call_sid,
+      meta: { 'initiated_at' => Time.zone.now.to_i }
     )
-  end
-
-  def current_timestamp
-    @current_timestamp ||= current_time.to_i
-  end
-
-  def current_time
-    @current_time ||= Time.zone.now
+    call.update!(conference_sid: call.default_conference_sid)
+    call
   end
 end

enterprise/app/services/voice/provider/twilio/conference_service.rb

@@ -1,35 +1,24 @@
 class Voice::Provider::Twilio::ConferenceService
-  pattr_initialize [:conversation!]
+  pattr_initialize [:call!]
 
   def ensure_conference_sid
-    existing = conversation.additional_attributes&.dig('conference_sid')
-    return existing if existing.present?
+    return call.conference_sid if call.conference_sid.present?
 
-    sid = Voice::Conference::Name.for(conversation)
-    merge_attributes('conference_sid' => sid)
-    sid
+    call.update!(conference_sid: call.default_conference_sid)
+    call.conference_sid
   end
 
   def mark_agent_joined(user:)
-    merge_attributes(
-      'agent_joined' => true,
-      'joined_at' => Time.current.to_i,
-      'joined_by' => { id: user.id, name: user.name }
-    )
+    call.update!(accepted_by_agent: user)
   end
 
   def end_conference
-    client = conversation.inbox.channel.client
+    return if call.conference_sid.blank?
+
+    client = call.inbox.channel.client
     client
       .conferences
-      .list(friendly_name: Voice::Conference::Name.for(conversation), status: 'in-progress')
+      .list(friendly_name: call.conference_sid, status: 'in-progress')
       .each { |conf| client.conferences(conf.sid).update(status: 'completed') }
   end
-
-  private
-
-  def merge_attributes(attrs)
-    current = conversation.additional_attributes || {}
-    conversation.update!(additional_attributes: current.merge(attrs))
-  end
 end

enterprise/app/services/voice/status_update_service.rb

@@ -5,12 +5,12 @@ class Voice::StatusUpdateService
     'queued' => 'ringing',
     'initiated' => 'ringing',
     'ringing' => 'ringing',
-    'in-progress' => 'in-progress',
-    'inprogress' => 'in-progress',
-    'answered' => 'in-progress',
+    'in-progress' => 'in_progress',
+    'inprogress' => 'in_progress',
+    'answered' => 'in_progress',
     'completed' => 'completed',
-    'busy' => 'no-answer',
-    'no-answer' => 'no-answer',
+    'busy' => 'no_answer',
+    'no-answer' => 'no_answer',
     'failed' => 'failed',
     'canceled' => 'failed'
   }.freeze
@@ -19,13 +19,10 @@ class Voice::StatusUpdateService
     normalized_status = normalize_status(call_status)
     return if normalized_status.blank?
 
-    conversation = account.conversations.find_by(identifier: call_sid)
-    return unless conversation
+    call = Call.where(account_id: account.id).find_by(provider: :twilio, provider_call_id: call_sid)
+    return unless call
 
-    Voice::CallStatus::Manager.new(
-      conversation: conversation,
-      call_sid: call_sid
-    ).process_status_update(
+    Voice::CallStatus::Manager.new(call: call).process_status_update(
       normalized_status,
       duration: payload_duration,
       timestamp: payload_timestamp

enterprise/app/services/whatsapp/call_permission_reply_service.rb

@@ -0,0 +1,61 @@
+class Whatsapp::CallPermissionReplyService
+  pattr_initialize [:inbox!, :params!]
+
+  def perform
+    return unless inbox.channel.voice_enabled?
+
+    reply_data = extract_reply_data
+    return unless reply_data&.dig(:accepted)
+
+    conversation = find_requesting_conversation(reply_data[:context_id])
+    return unless conversation
+
+    clear_permission_flag(conversation)
+    broadcast_permission_granted(conversation.contact, conversation)
+  end
+
+  private
+
+  def extract_reply_data
+    message = params.dig(:entry, 0, :changes, 0, :value, :messages, 0)
+    reply = message&.dig(:interactive, :call_permission_reply)
+    return unless reply
+
+    accepted = reply[:response] == 'accept'
+    Rails.logger.info "[WHATSAPP CALL] call_permission_reply from=#{message[:from]} accepted=#{accepted} permanent=#{reply[:is_permanent]}"
+    { from_number: message[:from], accepted: accepted, context_id: message.dig(:context, :id) }
+  end
+
+  # Match the reply to the conversation whose request message it actually points
+  # at (interactive replies carry context.id = our outbound wamid). Recency-based
+  # lookup would broadcast to the wrong thread when a contact has multiple
+  # parallel pending requests.
+  def find_requesting_conversation(context_id)
+    return if context_id.blank?
+
+    inbox.conversations
+         .where.not(status: :resolved)
+         .where("additional_attributes ->> 'call_permission_request_message_id' = ?", context_id)
+         .first
+  end
+
+  def clear_permission_flag(conversation)
+    attrs = (conversation.additional_attributes || {}).except(
+      'call_permission_requested_at', 'call_permission_request_message_id'
+    )
+    conversation.update!(additional_attributes: attrs)
+  end
+
+  def broadcast_permission_granted(contact, conversation)
+    ActionCable.server.broadcast(
+      "account_#{inbox.account_id}",
+      {
+        event: 'voice_call.permission_granted',
+        data: {
+          account_id: inbox.account_id, conversation_id: conversation.id,
+          contact_name: contact.name, contact_phone: contact.phone_number
+        }
+      }
+    )
+  end
+end

enterprise/app/services/whatsapp/call_service.rb

@@ -0,0 +1,102 @@
+class Whatsapp::CallService
+  pattr_initialize [:call!, :agent!, :sdp_answer]
+
+  def accept
+    raise Voice::CallErrors::CallFailed, 'sdp_answer is required' if sdp_answer.blank?
+
+    # All side effects under the lock so a concurrent terminate cannot finalize
+    # the call between status update and the message/conversation/broadcast writes.
+    call.with_lock do
+      transition_to_in_progress!
+      update_message_status('in_progress')
+      update_conversation_call_status(call.display_status)
+      broadcast(:accepted, accepted_by_agent_id: agent.id)
+    end
+    call
+  end
+
+  def reject
+    call.with_lock do
+      next if call.terminal? || call.in_progress?
+
+      invoke_provider!(:reject_call)
+      finalize_call('failed')
+    end
+    call
+  end
+
+  def terminate
+    call.with_lock do
+      next if call.terminal?
+
+      invoke_provider!(:terminate_call)
+      # Agent hangs up before contact picks up → no_answer; mirrors the webhook terminate path.
+      finalize_call(call.in_progress? ? 'completed' : 'no_answer')
+    end
+    call
+  end
+
+  private
+
+  def transition_to_in_progress!
+    # Order matters: in_progress and terminal both make ringing? false, so we have to
+    # branch on in_progress? first to surface the distinct AlreadyAccepted state.
+    raise Voice::CallErrors::AlreadyAccepted, 'Call already accepted by another agent' if call.in_progress?
+    raise Voice::CallErrors::NotRinging, 'Call is not in ringing state' unless call.ringing?
+
+    forward_answer_to_meta!
+    call.update!(status: 'in_progress', accepted_by_agent_id: agent.id, started_at: Time.current,
+                 meta: (call.meta || {}).merge('sdp_answer' => sdp_answer))
+    claim_conversation_for_agent
+  end
+
+  def forward_answer_to_meta!
+    invoke_provider!(:pre_accept_call, sdp_answer)
+    invoke_provider!(:accept_call, sdp_answer)
+  end
+
+  # Take ownership of the conversation if no one holds it; leave assignee alone otherwise (transfer via UI).
+  def claim_conversation_for_agent
+    call.conversation.update!(assignee: agent) if call.conversation.assignee_id.blank?
+  end
+
+  # Raise on Meta failure (bool false or transport error) so callers bail before
+  # finalizing local state — otherwise we'd mark a still-active call as ended
+  # and broadcast voice_call.ended while Meta thinks it's live.
+  def invoke_provider!(method, *)
+    success = call.inbox.channel.provider_service.public_send(method, call.provider_call_id, *)
+    raise Voice::CallErrors::CallFailed, "Meta #{method} failed" unless success
+  rescue Voice::CallErrors::CallFailed
+    raise
+  rescue StandardError => e
+    Rails.logger.error "[WHATSAPP CALL] #{method} failed: #{e.class} #{e.message}"
+    raise Voice::CallErrors::CallFailed, "Meta #{method} failed"
+  end
+
+  def finalize_call(status)
+    meta = (call.meta || {}).merge('ended_at' => Time.zone.now.to_i)
+    call.update!(status: status, meta: meta)
+    update_message_status(status)
+    update_conversation_call_status(call.display_status)
+    broadcast(:ended, status: call.display_status)
+  end
+
+  def update_message_status(status)
+    Voice::CallMessageBuilder.new(call).update_status!(status: status, agent: agent)
+  end
+
+  def update_conversation_call_status(status)
+    call.conversation.update!(
+      additional_attributes: (call.conversation.additional_attributes || {}).merge('call_status' => status)
+    )
+  end
+
+  def broadcast(event, **extra)
+    payload = {
+      event: "voice_call.#{event}",
+      data: { id: call.id, call_id: call.provider_call_id, provider: call.provider,
+              conversation_id: call.conversation_id, account_id: call.account_id }.merge(extra)
+    }
+    ActionCable.server.broadcast("account_#{call.account_id}", payload)
+  end
+end

enterprise/app/services/whatsapp/incoming_call_service.rb

@@ -0,0 +1,122 @@
+class Whatsapp::IncomingCallService
+  pattr_initialize [:inbox!, :params!]
+
+  def perform
+    return unless inbox.channel.voice_enabled?
+
+    Array(params[:calls]).each { |c| handle_event(c.with_indifferent_access) }
+  end
+
+  private
+
+  def handle_event(payload)
+    case payload[:event]
+    when 'connect' then handle_connect(payload)
+    when 'terminate' then handle_terminate(payload)
+    else Rails.logger.warn "[WHATSAPP CALL] Unknown call event: #{payload[:event]}"
+    end
+  end
+
+  def handle_connect(payload)
+    call = Call.whatsapp.find_by(provider_call_id: payload[:id])
+    return create_inbound_call(payload) if call.nil?
+    return accept_outbound_call(call, payload) if call.outgoing?
+
+    Rails.logger.info "[WHATSAPP CALL] Duplicate inbound connect for #{payload[:id]}; ignoring"
+  rescue ActiveRecord::RecordNotUnique
+    Rails.logger.warn "[WHATSAPP CALL] Duplicate provider_call_id received: #{payload[:id]}"
+  end
+
+  def create_inbound_call(payload)
+    sdp_offer = payload.dig(:session, :sdp)
+    call = Voice::InboundCallBuilder.perform!(
+      inbox: inbox, from_number: "+#{payload[:from]}", call_sid: payload[:id],
+      provider: :whatsapp,
+      extra_meta: { 'sdp_offer' => sdp_offer, 'ice_servers' => Call.default_ice_servers }
+    )
+    update_conversation(call)
+    broadcast_incoming(call, sdp_offer)
+  end
+
+  def accept_outbound_call(call, payload)
+    return if call.in_progress? || call.terminal?
+
+    # Pin setup:active so browsers don't renegotiate when Meta echoes actpass.
+    sdp_answer = payload.dig(:session, :sdp)&.gsub('a=setup:actpass', 'a=setup:active')
+    update_call!(call, 'in_progress',
+                 started_at: Time.current,
+                 meta: (call.meta || {}).merge('sdp_answer' => sdp_answer))
+    broadcast(call, 'voice_call.outbound_connected', sdp_answer: sdp_answer)
+  end
+
+  def handle_terminate(payload)
+    # Webhooks can arrive out of order (terminate before connect under tunnel/network
+    # delays). Materialise a missed-call record so the contact's "called and hung up"
+    # still surfaces in the dashboard instead of being silently dropped.
+    call = Call.whatsapp.find_by(provider_call_id: payload[:id]) || build_missed_inbound_call(payload)
+    return unless call
+
+    duration = payload[:duration]&.to_i
+    status = answered?(call, duration) ? 'completed' : 'no_answer'
+    meta = (call.meta || {}).merge('ended_at' => Time.zone.now.to_i)
+    update_call!(call, status, duration_seconds: duration, end_reason: payload[:terminate_reason], meta: meta)
+    broadcast(call, 'voice_call.ended', status: call.display_status, duration_seconds: call.duration_seconds)
+  end
+
+  # No connect was ever processed (webhook reordering or never delivered) — build a
+  # bare Call+Message for the contact so the UI shows the missed-call bubble.
+  def build_missed_inbound_call(payload)
+    Voice::InboundCallBuilder.perform!(
+      inbox: inbox, from_number: "+#{payload[:from]}", call_sid: payload[:id],
+      provider: :whatsapp,
+      extra_meta: { 'ice_servers' => Call.default_ice_servers }
+    )
+  rescue ActiveRecord::RecordNotUnique
+    Call.whatsapp.find_by(provider_call_id: payload[:id])
+  end
+
+  # accepted_by_agent_id is the initiating agent on outbound calls, so it only signals "answered" for inbound.
+  def answered?(call, duration)
+    call.in_progress? || duration.to_i.positive? || (call.incoming? && call.accepted_by_agent_id.present?)
+  end
+
+  def update_call!(call, status, **attrs)
+    call.update!(status: status, **attrs)
+    Voice::CallMessageBuilder.new(call).update_status!(status: status, agent: call.accepted_by_agent,
+                                                       duration_seconds: attrs[:duration_seconds])
+    update_conversation(call)
+  end
+
+  def update_conversation(call)
+    call.conversation.update!(
+      additional_attributes: (call.conversation.additional_attributes || {}).merge(
+        'call_status' => call.display_status, 'call_direction' => call.direction_label
+      )
+    )
+  end
+
+  # Ring the assignee if assigned; otherwise account-wide so any agent can pick up.
+  def broadcast_incoming(call, sdp_offer)
+    contact = call.contact
+    token = call.conversation.assignee&.pubsub_token
+    broadcast(call, 'voice_call.incoming',
+              streams: token ? [token] : account_streams,
+              direction: call.direction_label, inbox_id: call.inbox_id,
+              sdp_offer: sdp_offer, ice_servers: Call.default_ice_servers,
+              caller: { name: contact.name, phone: contact.phone_number, avatar: contact.avatar_url })
+  end
+
+  def broadcast(call, event, streams: account_streams, **extra)
+    payload = { event: event, data: base_payload(call).merge(extra) }
+    streams.each { |s| ActionCable.server.broadcast(s, payload) }
+  end
+
+  def account_streams
+    ["account_#{inbox.account_id}"]
+  end
+
+  def base_payload(call)
+    { account_id: inbox.account_id, id: call.id, call_id: call.provider_call_id,
+      provider: 'whatsapp', conversation_id: call.conversation_id }
+  end
+end

enterprise/app/views/api/v1/accounts/whatsapp_calls/accept.json.jbuilder

@@ -0,0 +1 @@
+json.partial! 'api/v1/models/whatsapp_call', call: @call

enterprise/app/views/api/v1/accounts/whatsapp_calls/initiate.json.jbuilder

@@ -0,0 +1,5 @@
+json.status 'calling'
+json.call_id @call.provider_call_id
+json.id @call.id
+json.message_id @message.id
+json.provider 'whatsapp'

enterprise/app/views/api/v1/accounts/whatsapp_calls/reject.json.jbuilder

@@ -0,0 +1,2 @@
+json.id @call.id
+json.status @call.display_status

enterprise/app/views/api/v1/accounts/whatsapp_calls/show.json.jbuilder

@@ -0,0 +1 @@
+json.partial! 'api/v1/models/whatsapp_call', call: @call

enterprise/app/views/api/v1/accounts/whatsapp_calls/terminate.json.jbuilder

@@ -0,0 +1,2 @@
+json.id @call.id
+json.status @call.display_status

enterprise/app/views/api/v1/accounts/whatsapp_calls/upload_recording.json.jbuilder

@@ -0,0 +1,2 @@
+json.id @call.id
+json.status @upload_status

enterprise/app/views/api/v1/models/_whatsapp_call.json.jbuilder

@@ -0,0 +1,24 @@
+contact = call.conversation&.contact
+
+json.id call.id
+json.call_id call.provider_call_id
+json.provider call.provider
+json.status call.display_status
+json.direction call.direction_label
+json.conversation_id call.conversation_id
+json.inbox_id call.inbox_id
+json.message_id call.message_id
+json.accepted_by_agent_id call.accepted_by_agent_id
+json.elapsed_seconds(call.started_at ? (Time.current - call.started_at).to_i : 0)
+json.sdp_offer call.meta&.dig('sdp_offer')
+json.ice_servers(call.meta&.dig('ice_servers') || Call.default_ice_servers)
+
+if contact
+  json.caller do
+    json.name contact.name
+    json.phone contact.phone_number
+    json.avatar contact.avatar_url
+  end
+else
+  json.caller({})
+end

enterprise/lib/voice/call_errors.rb

@@ -0,0 +1,11 @@
+module Voice::CallErrors
+  # Meta WhatsApp Cloud Calling error code returned when the contact has not
+  # granted call permission yet. See `initiate_call` in
+  # Enterprise::Whatsapp::Providers::WhatsappCloudService.
+  NO_CALL_PERMISSION_CODE = 138_006
+
+  class NoCallPermission < StandardError; end
+  class CallFailed < StandardError; end
+  class NotRinging < StandardError; end
+  class AlreadyAccepted < StandardError; end
+end

lib/integrations/slack/emoji_formatter.rb

@@ -0,0 +1,16 @@
+# frozen_string_literal: true
+
+class Integrations::Slack::EmojiFormatter
+  def self.format(text)
+    return text if text.blank?
+
+    text.gsub(/:([a-zA-Z0-9_+-]+):/) do |match|
+      short_code = Regexp.last_match(1)
+      # gemoji exposes find_by_alias; Rails/DynamicFindBy is a false positive because Emoji is not an ActiveRecord model.
+      # rubocop:disable Rails/DynamicFindBy
+      emoji = Emoji.find_by_alias(short_code)
+      # rubocop:enable Rails/DynamicFindBy
+      emoji ? emoji.raw : match
+    end
+  end
+end

lib/integrations/slack/slack_message_helper.rb

@@ -35,7 +35,7 @@ module Integrations::Slack::SlackMessageHelper
       message_type: :outgoing,
       account_id: conversation.account_id,
       inbox_id: conversation.inbox_id,
-      content: Slack::Messages::Formatting.unescape(params[:event][:text] || ''),
+      content: formatted_message_content,
       external_source_id_slack: params[:event][:ts],
       private: private_note?,
       sender: resolved_sender,
@@ -104,6 +104,11 @@ module Integrations::Slack::SlackMessageHelper
     [nil, nil, nil]
   end
 
+  def formatted_message_content
+    text = Slack::Messages::Formatting.unescape(params[:event][:text] || '')
+    Integrations::Slack::EmojiFormatter.format(text)
+  end
+
   def private_note?
     params[:event][:text].strip.downcase.starts_with?('note:', 'private:')
   end

spec/enterprise/controllers/api/v1/accounts/conference_controller_spec.rb

@@ -4,7 +4,7 @@ RSpec.describe Api::V1::Accounts::ConferenceController, type: :request do
   let(:account) { create(:account) }
   let(:voice_channel) { create(:channel_twilio_sms, :with_voice, account: account) }
   let(:voice_inbox) { voice_channel.inbox }
-  let(:conversation) { create(:conversation, account: account, inbox: voice_inbox, identifier: nil) }
+  let(:conversation) { create(:conversation, account: account, inbox: voice_inbox) }
   let(:admin) { create(:user, :administrator, account: account) }
   let(:agent) { create(:user, account: account, role: :agent) }
 
@@ -66,41 +66,57 @@ RSpec.describe Api::V1::Accounts::ConferenceController, type: :request do
     end
 
     context 'when authenticated agent with inbox access' do
-      before { create(:inbox_member, inbox: voice_inbox, user: agent) }
+      before do
+        create(:inbox_member, inbox: voice_inbox, user: agent)
+        create(
+          :call,
+          account: account,
+          inbox: voice_inbox,
+          conversation: conversation,
+          contact: conversation.contact,
+          provider_call_id: 'CALL123'
+        )
+      end
 
-      it 'creates conference and sets identifier' do
+      it 'resolves the Call by call_sid and invokes the conference service' do
         post "/api/v1/accounts/#{account.id}/inboxes/#{voice_inbox.id}/conference",
              headers: agent.create_new_auth_token,
              params: { conversation_id: conversation.display_id, call_sid: 'CALL123' }
 
         expect(response).to have_http_status(:ok)
         body = response.parsed_body
-        expect(body['conference_sid']).to be_present
-        conversation.reload
-        expect(conversation.identifier).to eq('CALL123')
+        expect(body['conference_sid']).to eq('CF123')
+        expect(body['id']).to eq(conversation.display_id)
         expect(conference_service).to have_received(:ensure_conference_sid)
         expect(conference_service).to have_received(:mark_agent_joined)
       end
 
-      it 'does not allow accessing conversations from inboxes without access' do
-        other_inbox = create(:inbox, account: account)
-        other_conversation = create(:conversation, account: account, inbox: other_inbox, identifier: nil)
-
-        post "/api/v1/accounts/#{account.id}/inboxes/#{voice_inbox.id}/conference",
-             headers: agent.create_new_auth_token,
-             params: { conversation_id: other_conversation.display_id, call_sid: 'CALL123' }
-
-        expect(response).to have_http_status(:not_found)
-        other_conversation.reload
-        expect(other_conversation.identifier).to be_nil
-      end
-
-      it 'returns conflict when call_sid missing' do
+      it 'rejects the request when call_sid is missing' do
         post "/api/v1/accounts/#{account.id}/inboxes/#{voice_inbox.id}/conference",
              headers: agent.create_new_auth_token,
              params: { conversation_id: conversation.display_id }
 
         expect(response).to have_http_status(:unprocessable_content)
+        expect(conference_service).not_to have_received(:ensure_conference_sid)
+      end
+
+      it 'does not allow accessing calls from inboxes without access' do
+        other_inbox = create(:inbox, account: account)
+        other_conversation = create(:conversation, account: account, inbox: other_inbox)
+        create(
+          :call,
+          account: account,
+          inbox: other_inbox,
+          conversation: other_conversation,
+          contact: other_conversation.contact,
+          provider_call_id: 'OTHER123'
+        )
+
+        post "/api/v1/accounts/#{account.id}/inboxes/#{voice_inbox.id}/conference",
+             headers: agent.create_new_auth_token,
+             params: { conversation_id: other_conversation.display_id, call_sid: 'OTHER123' }
+
+        expect(response).to have_http_status(:not_found)
       end
     end
   end
@@ -115,25 +131,43 @@ RSpec.describe Api::V1::Accounts::ConferenceController, type: :request do
     end
 
     context 'when authenticated agent with inbox access' do
-      before { create(:inbox_member, inbox: voice_inbox, user: agent) }
+      before do
+        create(:inbox_member, inbox: voice_inbox, user: agent)
+        create(
+          :call,
+          account: account,
+          inbox: voice_inbox,
+          conversation: conversation,
+          contact: conversation.contact,
+          provider_call_id: 'CALL123'
+        )
+      end
 
-      it 'ends conference and returns success' do
+      it 'ends the conference for the resolved call' do
         delete "/api/v1/accounts/#{account.id}/inboxes/#{voice_inbox.id}/conference",
                headers: agent.create_new_auth_token,
-               params: { conversation_id: conversation.display_id }
+               params: { conversation_id: conversation.display_id, call_sid: 'CALL123' }
 
         expect(response).to have_http_status(:ok)
         expect(response.parsed_body['id']).to eq(conversation.display_id)
         expect(conference_service).to have_received(:end_conference)
       end
 
-      it 'does not allow ending conferences for conversations from inboxes without access' do
+      it 'does not allow ending conferences for calls from inboxes without access' do
         other_inbox = create(:inbox, account: account)
-        other_conversation = create(:conversation, account: account, inbox: other_inbox, identifier: nil)
+        other_conversation = create(:conversation, account: account, inbox: other_inbox)
+        create(
+          :call,
+          account: account,
+          inbox: other_inbox,
+          conversation: other_conversation,
+          contact: other_conversation.contact,
+          provider_call_id: 'OTHER123'
+        )
 
         delete "/api/v1/accounts/#{account.id}/inboxes/#{voice_inbox.id}/conference",
                headers: agent.create_new_auth_token,
-               params: { conversation_id: other_conversation.display_id }
+               params: { conversation_id: other_conversation.display_id, call_sid: 'OTHER123' }
 
         expect(response).to have_http_status(:not_found)
       end

spec/enterprise/controllers/twilio/voice_controller_spec.rb

@@ -19,15 +19,23 @@ RSpec.describe 'Twilio::VoiceController', type: :request do
     let(:to_number) { channel.phone_number }
 
     it 'invokes Voice::InboundCallBuilder for inbound calls and renders conference TwiML' do
-      instance_double(Voice::InboundCallBuilder)
       conversation = create(:conversation, account: account, inbox: inbox)
+      contact = conversation.contact
+      call = create(
+        :call,
+        account: account,
+        inbox: inbox,
+        conversation: conversation,
+        contact: contact,
+        provider_call_id: call_sid
+      )
+      call.update!(conference_sid: call.default_conference_sid)
 
       expect(Voice::InboundCallBuilder).to receive(:perform!).with(
-        account: account,
         inbox: inbox,
         from_number: from_number,
         call_sid: call_sid
-      ).and_return(conversation)
+      ).and_return(call)
 
       post "/twilio/voice/call/#{digits}", params: {
         'CallSid' => call_sid,
@@ -39,64 +47,59 @@ RSpec.describe 'Twilio::VoiceController', type: :request do
       expect(response).to have_http_status(:ok)
       expect(response.body).to include('<Response>')
       expect(response.body).to include('<Dial>')
+      expect(response.body).to include(call.conference_sid)
     end
 
-    it 'syncs an existing outbound conversation when Twilio sends the PSTN leg' do
-      conversation = create(:conversation, account: account, inbox: inbox, identifier: call_sid)
-      sync_double = instance_double(Voice::CallSessionSyncService, perform: conversation)
-
-      expect(Voice::CallSessionSyncService).to receive(:new).with(
-        hash_including(
-          conversation: conversation,
-          call_sid: call_sid,
-          message_call_sid: conversation.identifier,
-          leg: {
-            from_number: from_number,
-            to_number: to_number,
-            direction: 'outbound'
-          }
-        )
-      ).and_return(sync_double)
+    it 'looks up the Call when Twilio sends the outbound-api PSTN leg' do
+      conversation = create(:conversation, account: account, inbox: inbox)
+      call = create(
+        :call,
+        account: account,
+        inbox: inbox,
+        conversation: conversation,
+        contact: conversation.contact,
+        direction: :outgoing,
+        provider_call_id: call_sid
+      )
+      call.update!(conference_sid: call.default_conference_sid)
 
       post "/twilio/voice/call/#{digits}", params: {
         'CallSid' => call_sid,
-        'From' => from_number,
-        'To' => to_number,
+        'From' => to_number,
+        'To' => from_number,
         'Direction' => 'outbound-api'
       }
 
       expect(response).to have_http_status(:ok)
-      expect(response.body).to include('<Response>')
+      expect(response.body).to include(call.conference_sid)
+      expect(call.reload.parent_call_sid).to be_nil
     end
 
-    it 'uses the parent call SID when syncing outbound-dial legs' do
+    it 'records the parent call SID when syncing outbound-dial legs' do
       parent_sid = 'CA_parent'
       child_sid = 'CA_child'
-      conversation = create(:conversation, account: account, inbox: inbox, identifier: parent_sid)
-      sync_double = instance_double(Voice::CallSessionSyncService, perform: conversation)
-
-      expect(Voice::CallSessionSyncService).to receive(:new).with(
-        hash_including(
-          conversation: conversation,
-          call_sid: child_sid,
-          message_call_sid: parent_sid,
-          leg: {
-            from_number: from_number,
-            to_number: to_number,
-            direction: 'outbound'
-          }
-        )
-      ).and_return(sync_double)
+      conversation = create(:conversation, account: account, inbox: inbox)
+      call = create(
+        :call,
+        account: account,
+        inbox: inbox,
+        conversation: conversation,
+        contact: conversation.contact,
+        direction: :outgoing,
+        provider_call_id: parent_sid
+      )
+      call.update!(conference_sid: call.default_conference_sid)
 
       post "/twilio/voice/call/#{digits}", params: {
         'CallSid' => child_sid,
         'ParentCallSid' => parent_sid,
-        'From' => from_number,
-        'To' => to_number,
+        'From' => to_number,
+        'To' => from_number,
         'Direction' => 'outbound-dial'
       }
 
       expect(response).to have_http_status(:ok)
+      expect(call.reload.parent_call_sid).to eq(parent_sid)
     end
 
     it 'raises not found when inbox is not present' do

spec/enterprise/jobs/captain/documents/schedule_syncs_job_spec.rb

@@ -62,17 +62,17 @@ RSpec.describe Captain::Documents::ScheduleSyncsJob, type: :job do
     end
 
     it 'marks the due document as syncing before queueing' do
-      document = create(
-        :captain_document,
-        assistant: assistant,
-        account: account,
-        status: :available,
-        sync_status: :synced,
-        last_synced_at: 3.days.ago
-      )
-      clear_enqueued_jobs
-
       travel_to Time.zone.local(2026, 4, 27, 10, 0, 0) do
+        document = create(
+          :captain_document,
+          assistant: assistant,
+          account: account,
+          status: :available,
+          sync_status: :synced,
+          last_synced_at: 3.days.ago
+        )
+        clear_enqueued_jobs
+
         described_class.new.perform
 
         expect(document.reload).to have_attributes(

spec/enterprise/services/enterprise/whatsapp/providers/whatsapp_cloud_service_spec.rb

@@ -0,0 +1,69 @@
+require 'rails_helper'
+
+describe Whatsapp::Providers::WhatsappCloudService do
+  subject(:service) { described_class.new(whatsapp_channel: whatsapp_channel) }
+
+  let(:whatsapp_channel) { create(:channel_whatsapp, provider: 'whatsapp_cloud', validate_provider_config: false, sync_templates: false) }
+  let(:calls_url) { 'https://graph.facebook.com/v13.0/123456789/calls' }
+  let(:messages_url) { 'https://graph.facebook.com/v13.0/123456789/messages' }
+  let(:headers) { { 'Content-Type' => 'application/json' } }
+
+  before { stub_request(:get, /message_templates/) }
+
+  describe 'call action methods' do
+    it 'POSTs the action body with the SDP answer and returns true on success' do
+      stub_request(:post, calls_url)
+        .with(body: { messaging_product: 'whatsapp', call_id: 'WACALL', action: 'pre_accept',
+                      session: { sdp: 'sdp_answer', sdp_type: 'answer' } }.to_json)
+        .to_return(status: 200, body: '{}', headers: headers)
+
+      expect(service.pre_accept_call('WACALL', 'sdp_answer')).to be true
+    end
+
+    it 'returns false when Meta responds with a non-success status' do
+      stub_request(:post, calls_url).to_return(status: 400, body: '{}', headers: headers)
+
+      expect(service.reject_call('WACALL')).to be false
+    end
+  end
+
+  describe '#send_call_permission_request' do
+    it 'returns the parsed body on success' do
+      stub_request(:post, messages_url)
+        .with(body: hash_including(messaging_product: 'whatsapp', to: '15551234567', type: 'interactive'))
+        .to_return(status: 200, body: { messages: [{ id: 'wamid' }] }.to_json, headers: headers)
+
+      expect(service.send_call_permission_request('15551234567')).to eq('messages' => [{ 'id' => 'wamid' }])
+    end
+  end
+
+  describe '#initiate_call' do
+    it 'returns the parsed body on success' do
+      stub_request(:post, calls_url)
+        .with(body: { messaging_product: 'whatsapp', to: '15551234567', type: 'audio',
+                      session: { sdp: 'sdp_offer', sdp_type: 'offer' } }.to_json)
+        .to_return(status: 200, body: { messages: [{ id: 'wacall_1' }] }.to_json, headers: headers)
+
+      expect(service.initiate_call('15551234567', 'sdp_offer')).to eq('messages' => [{ 'id' => 'wacall_1' }])
+    end
+
+    it 'raises Voice::CallErrors::NoCallPermission when Meta returns error code 138006' do
+      stub_request(:post, calls_url).to_return(
+        status: 400,
+        body: { error: { code: 138_006, error_user_msg: 'No call permission' } }.to_json,
+        headers: headers
+      )
+
+      expect { service.initiate_call('15551234567', 'sdp_offer') }
+        .to raise_error(Voice::CallErrors::NoCallPermission, 'No call permission')
+    end
+
+    it 'raises Voice::CallErrors::CallFailed with a fallback message when the error body is non-JSON' do
+      stub_request(:post, calls_url).to_return(status: 502, body: '<html>502 Bad Gateway</html>',
+                                               headers: { 'Content-Type' => 'text/html' })
+
+      expect { service.initiate_call('15551234567', 'sdp_offer') }
+        .to raise_error(Voice::CallErrors::CallFailed, 'Failed to initiate call')
+    end
+  end
+end

spec/enterprise/services/voice/inbound_call_builder_spec.rb

@@ -7,7 +7,6 @@ RSpec.describe Voice::InboundCallBuilder do
   let(:channel) { create(:channel_twilio_sms, :with_voice, account: account, phone_number: '+15551239999') }
   let(:inbox) { channel.inbox }
   let(:from_number) { '+15550001111' }
-  let(:to_number) { channel.phone_number }
   let(:call_sid) { 'CA1234567890abcdef' }
 
   before do
@@ -17,105 +16,108 @@ RSpec.describe Voice::InboundCallBuilder do
 
   def perform_builder
     described_class.perform!(
-      account: account,
       inbox: inbox,
       from_number: from_number,
       call_sid: call_sid
     )
   end
 
-  context 'when no existing conversation matches call_sid' do
-    it 'creates a new inbound conversation with ringing status' do
-      conversation = nil
-      expect { conversation = perform_builder }.to change(account.conversations, :count).by(1)
+  context 'when no existing call matches call_sid' do
+    it 'creates a new conversation and Call with ringing status' do
+      call = nil
+      expect { call = perform_builder }.to change(account.conversations, :count).by(1).and change(Call, :count).by(1)
 
-      attrs = conversation.additional_attributes
-      expect(conversation.identifier).to eq(call_sid)
-      expect(attrs['call_direction']).to eq('inbound')
-      expect(attrs['call_status']).to eq('ringing')
-      expect(attrs['conference_sid']).to be_present
-      expect(attrs.dig('meta', 'initiated_at')).to be_present
-      expect(conversation.contact.phone_number).to eq(from_number)
+      aggregate_failures do
+        expect(call).to be_a(Call)
+        expect(call.provider_call_id).to eq(call_sid)
+        expect(call.provider).to eq('twilio')
+        expect(call.direction).to eq('incoming')
+        expect(call.status).to eq('ringing')
+        expect(call.conference_sid).to eq("conf_account_#{account.id}_call_#{call.id}")
+        expect(call.meta['initiated_at']).to be_present
+        expect(call.contact.phone_number).to eq(from_number)
+      end
     end
 
-    it 'creates a single voice_call message marked as incoming' do
-      conversation = perform_builder
-      voice_message = conversation.messages.voice_calls.last
+    it 'creates a voice_call message matched to the call and linked via message_id' do
+      call = perform_builder
+      voice_message = call.conversation.messages.voice_calls.last
 
-      expect(voice_message).to be_present
-      expect(voice_message.message_type).to eq('incoming')
-      data = voice_message.content_attributes['data']
-      expect(data).to include(
-        'call_sid' => call_sid,
-        'status' => 'ringing',
-        'call_direction' => 'inbound',
-        'conference_sid' => conversation.additional_attributes['conference_sid'],
-        'from_number' => from_number,
-        'to_number' => inbox.channel.phone_number
-      )
-      expect(data['meta']['created_at']).to be_present
-      expect(data['meta']['ringing_at']).to be_present
+      aggregate_failures do
+        expect(voice_message).to be_present
+        expect(voice_message.message_type).to eq('incoming')
+        expect(call.message_id).to eq(voice_message.id)
+        expect(voice_message.call).to eq(call)
+      end
     end
 
     it 'sets the contact name to the phone number for new callers' do
-      conversation = perform_builder
+      call = perform_builder
 
-      expect(conversation.contact.name).to eq(from_number)
+      expect(call.contact.name).to eq(from_number)
     end
 
-    it 'ensures the conversation has a display_id before building the conference SID' do
-      allow(Voice::Conference::Name).to receive(:for).and_wrap_original do |original, conversation|
-        expect(conversation.display_id).to be_present
-        original.call(conversation)
-      end
+    it 'does not set conversation.identifier or write call state to additional_attributes' do
+      call = perform_builder
+      conversation = call.conversation
 
-      perform_builder
+      expect(conversation.identifier).to be_nil
+      expect(conversation.additional_attributes).not_to include('call_status', 'call_direction', 'conference_sid')
     end
   end
 
-  context 'when a conversation already exists for the call_sid' do
-    let(:contact) { create(:contact, account: account, phone_number: from_number) }
+  context 'when a Call already exists for the call_sid' do
+    let(:existing_call) do
+      conversation = create(:conversation, account: account, inbox: inbox)
+      create(
+        :call,
+        account: account,
+        inbox: inbox,
+        conversation: conversation,
+        contact: conversation.contact,
+        provider_call_id: call_sid
+      )
+    end
+
+    it 'returns the existing call without creating a duplicate' do
+      existing_call
+      expect { perform_builder }.not_to change(Call, :count)
+      expect(perform_builder).to eq(existing_call)
+    end
+  end
+
+  context 'when a ContactInbox already exists for the source_id (different contact)' do
+    let!(:original_contact) { create(:contact, account: account, phone_number: '+15550009999') }
+    let!(:original_contact_inbox) do
+      create(:contact_inbox, contact: original_contact, inbox: inbox, source_id: from_number)
+    end
+
+    it 'reuses the existing ContactInbox instead of raising RecordNotUnique' do
+      call = perform_builder
+
+      expect(call.contact).to eq(original_contact)
+      expect(call.conversation.contact_inbox).to eq(original_contact_inbox)
+    end
+  end
+
+  context 'when the inbox has lock_to_single_conversation enabled' do
+    let!(:contact) { create(:contact, account: account, phone_number: from_number) }
     let!(:contact_inbox) { create(:contact_inbox, contact: contact, inbox: inbox, source_id: from_number) }
-    let!(:existing_conversation) do
-      create(
-        :conversation,
-        account: account,
-        inbox: inbox,
-        contact: contact,
-        contact_inbox: contact_inbox,
-        identifier: call_sid,
-        additional_attributes: { 'call_direction' => 'outbound', 'conference_sid' => nil }
-      )
-    end
-    let(:existing_message) do
-      create(
-        :message,
-        account: account,
-        inbox: inbox,
-        conversation: existing_conversation,
-        message_type: :incoming,
-        content_type: :voice_call,
-        sender: contact,
-        content_attributes: { 'data' => { 'call_sid' => call_sid, 'status' => 'queued' } }
-      )
+    let!(:existing_open_conversation) do
+      create(:conversation, account: account, inbox: inbox, contact: contact, contact_inbox: contact_inbox, status: :open)
     end
 
-    it 'reuses the conversation without creating a duplicate' do
-      existing_message
-      expect { perform_builder }.not_to change(account.conversations, :count)
-      existing_conversation.reload
-      expect(existing_conversation.additional_attributes['call_direction']).to eq('inbound')
-      expect(existing_conversation.additional_attributes['call_status']).to eq('ringing')
+    before { inbox.update!(lock_to_single_conversation: true) }
+
+    it 'reuses the most recent non-resolved conversation' do
+      call = nil
+      expect { call = perform_builder }.not_to change(account.conversations, :count)
+      expect(call.conversation).to eq(existing_open_conversation)
     end
 
-    it 'updates the existing voice call message instead of creating a new one' do
-      existing_message
-      expect { perform_builder }.not_to(change { existing_conversation.reload.messages.voice_calls.count })
-      updated_message = existing_conversation.reload.messages.voice_calls.last
-
-      data = updated_message.content_attributes['data']
-      expect(data['status']).to eq('ringing')
-      expect(data['call_direction']).to eq('inbound')
+    it 'still creates a new Call and voice_call message on the reused conversation' do
+      expect { perform_builder }.to change(Call, :count).by(1)
+                                                        .and change { existing_open_conversation.reload.messages.voice_calls.count }.by(1)
     end
   end
 end

spec/enterprise/services/voice/outbound_call_builder_spec.rb

@@ -15,45 +15,45 @@ RSpec.describe Voice::OutboundCallBuilder do
       .and_return(instance_double(Twilio::VoiceWebhookSetupService, perform: "AP#{SecureRandom.hex(8)}"))
     allow(inbox).to receive(:channel).and_return(channel)
     allow(channel).to receive(:initiate_call).and_return({ call_sid: call_sid })
-    allow(Voice::Conference::Name).to receive(:for).and_call_original
   end
 
   describe '.perform!' do
-    it 'creates a conversation and voice call message' do
-      conversation_count = account.conversations.count
-      inbox_link_count = contact.contact_inboxes.where(inbox_id: inbox.id).count
+    it 'creates a conversation, Call, and voice_call message' do
+      call = nil
+      expect do
+        call = described_class.perform!(
+          account: account,
+          inbox: inbox,
+          user: user,
+          contact: contact
+        )
+      end.to change(account.conversations, :count).by(1).and change(Call, :count).by(1)
 
-      result = described_class.perform!(
+      aggregate_failures do
+        expect(call).to be_a(Call)
+        expect(call.provider_call_id).to eq(call_sid)
+        expect(call.direction).to eq('outgoing')
+        expect(call.status).to eq('ringing')
+        expect(call.accepted_by_agent_id).to eq(user.id)
+        expect(call.conference_sid).to eq("conf_account_#{account.id}_call_#{call.id}")
+
+        voice_message = call.conversation.messages.voice_calls.last
+        expect(call.message_id).to eq(voice_message.id)
+        expect(voice_message.message_type).to eq('outgoing')
+        expect(voice_message.call).to eq(call)
+      end
+    end
+
+    it 'does not set conversation.identifier or write call state to additional_attributes' do
+      call = described_class.perform!(
         account: account,
         inbox: inbox,
         user: user,
         contact: contact
       )
 
-      expect(account.conversations.count).to eq(conversation_count + 1)
-      expect(contact.contact_inboxes.where(inbox_id: inbox.id).count).to eq(inbox_link_count + 1)
-
-      conversation = result[:conversation].reload
-      attrs = conversation.additional_attributes
-
-      aggregate_failures do
-        expect(result[:call_sid]).to eq(call_sid)
-        expect(conversation.identifier).to eq(call_sid)
-        expect(attrs).to include('call_direction' => 'outbound', 'call_status' => 'ringing')
-        expect(attrs['agent_id']).to eq(user.id)
-        expect(attrs['conference_sid']).to be_present
-
-        voice_message = conversation.messages.voice_calls.last
-        expect(voice_message.message_type).to eq('outgoing')
-
-        message_data = voice_message.content_attributes['data']
-        expect(message_data).to include(
-          'call_sid' => call_sid,
-          'conference_sid' => attrs['conference_sid'],
-          'from_number' => channel.phone_number,
-          'to_number' => contact.phone_number
-        )
-      end
+      expect(call.conversation.identifier).to be_nil
+      expect(call.conversation.additional_attributes).not_to include('call_status', 'call_direction', 'agent_id', 'conference_sid')
     end
 
     it 'raises an error when contact is missing a phone number' do
@@ -79,19 +79,5 @@ RSpec.describe Voice::OutboundCallBuilder do
         )
       end.to raise_error(ArgumentError, 'Agent required')
     end
-
-    it 'ensures the conversation has a display_id before building the conference SID' do
-      allow(Voice::Conference::Name).to receive(:for).and_wrap_original do |original, conversation|
-        expect(conversation.display_id).to be_present
-        original.call(conversation)
-      end
-
-      described_class.perform!(
-        account: account,
-        inbox: inbox,
-        user: user,
-        contact: contact
-      )
-    end
   end
 end

spec/enterprise/services/voice/provider/twilio/conference_service_spec.rb

@@ -4,8 +4,17 @@ describe Voice::Provider::Twilio::ConferenceService do
   let(:account) { create(:account) }
   let(:channel) { create(:channel_twilio_sms, :with_voice, account: account) }
   let(:conversation) { create(:conversation, account: account, inbox: channel.inbox) }
+  let(:call) do
+    create(
+      :call,
+      account: account,
+      inbox: channel.inbox,
+      conversation: conversation,
+      contact: conversation.contact
+    )
+  end
   let(:twilio_client) { instance_double(Twilio::REST::Client) }
-  let(:service) { described_class.new(conversation: conversation) }
+  let(:service) { described_class.new(call: call) }
   let(:webhook_service) { instance_double(Twilio::VoiceWebhookSetupService, perform: true) }
 
   before do
@@ -14,42 +23,37 @@ describe Voice::Provider::Twilio::ConferenceService do
   end
 
   describe '#ensure_conference_sid' do
-    it 'returns existing sid if present' do
-      conversation.update!(additional_attributes: { 'conference_sid' => 'CF_EXISTING' })
+    it 'returns existing sid if present on the Call' do
+      call.update!(conference_sid: 'CF_EXISTING')
 
       expect(service.ensure_conference_sid).to eq('CF_EXISTING')
     end
 
     it 'sets and returns generated sid when missing' do
-      allow(Voice::Conference::Name).to receive(:for).and_return('CF_GEN')
-
-      sid = service.ensure_conference_sid
-
-      expect(sid).to eq('CF_GEN')
-      expect(conversation.reload.additional_attributes['conference_sid']).to eq('CF_GEN')
+      expect(service.ensure_conference_sid).to eq("conf_account_#{account.id}_call_#{call.id}")
+      expect(call.reload.conference_sid).to eq("conf_account_#{account.id}_call_#{call.id}")
     end
   end
 
   describe '#mark_agent_joined' do
-    it 'stores agent join metadata' do
+    it 'sets accepted_by_agent on the Call' do
       agent = create(:user, account: account)
 
       service.mark_agent_joined(user: agent)
 
-      attrs = conversation.reload.additional_attributes
-      expect(attrs['agent_joined']).to be true
-      expect(attrs['joined_by']['id']).to eq(agent.id)
+      expect(call.reload.accepted_by_agent_id).to eq(agent.id)
     end
   end
 
   describe '#end_conference' do
-    it 'completes in-progress conferences' do
+    it 'completes in-progress conferences matching the call conference_sid' do
+      call.update!(conference_sid: 'CF123_FRIENDLY')
       conferences_proxy = instance_double(Twilio::REST::Api::V2010::AccountContext::ConferenceList)
       conf_instance = instance_double(Twilio::REST::Api::V2010::AccountContext::ConferenceInstance, sid: 'CF123')
       conf_context = instance_double(Twilio::REST::Api::V2010::AccountContext::ConferenceInstance)
 
       allow(twilio_client).to receive(:conferences).with(no_args).and_return(conferences_proxy)
-      allow(conferences_proxy).to receive(:list).and_return([conf_instance])
+      allow(conferences_proxy).to receive(:list).with(friendly_name: 'CF123_FRIENDLY', status: 'in-progress').and_return([conf_instance])
       allow(twilio_client).to receive(:conferences).with('CF123').and_return(conf_context)
       allow(conf_context).to receive(:update).with(status: 'completed')
 
@@ -57,5 +61,11 @@ describe Voice::Provider::Twilio::ConferenceService do
 
       expect(conf_context).to have_received(:update).with(status: 'completed')
     end
+
+    it 'no-ops when call has no conference_sid' do
+      allow(twilio_client).to receive(:conferences)
+      service.end_conference
+      expect(twilio_client).not_to have_received(:conferences)
+    end
   end
 end

spec/enterprise/services/voice/status_update_service_spec.rb

@@ -4,43 +4,47 @@ require 'rails_helper'
 
 RSpec.describe Voice::StatusUpdateService do
   let(:account) { create(:account) }
-  let!(:contact) { create(:contact, account: account, phone_number: from_number) }
-  let(:contact_inbox) { ContactInbox.create!(contact: contact, inbox: inbox, source_id: from_number) }
+  let(:channel) { create(:channel_twilio_sms, :with_voice, account: account, phone_number: '+15551230002') }
+  let(:inbox) { channel.inbox }
+  let(:from_number) { '+15550002222' }
+  let(:call_sid) { 'CATESTSTATUS123' }
+  let(:contact) { create(:contact, account: account, phone_number: from_number) }
+  let(:contact_inbox) { create(:contact_inbox, contact: contact, inbox: inbox, source_id: from_number) }
   let(:conversation) do
-    Conversation.create!(
-      account_id: account.id,
-      inbox_id: inbox.id,
-      contact_id: contact.id,
-      contact_inbox_id: contact_inbox.id,
-      identifier: call_sid,
-      additional_attributes: { 'call_direction' => 'inbound', 'call_status' => 'ringing' }
+    create(:conversation, account: account, inbox: inbox, contact: contact, contact_inbox: contact_inbox)
+  end
+  let!(:call) do
+    create(
+      :call,
+      account: account,
+      inbox: inbox,
+      conversation: conversation,
+      contact: contact,
+      provider_call_id: call_sid
     )
   end
-  let(:message) do
-    conversation.messages.create!(
+  let!(:message) do
+    msg = conversation.messages.create!(
       account_id: account.id,
       inbox_id: inbox.id,
       message_type: :incoming,
       sender: contact,
       content: 'Voice Call',
       content_type: 'voice_call',
-      content_attributes: { data: { call_sid: call_sid, status: 'ringing' } }
+      content_attributes: { 'data' => { 'call_sid' => call_sid, 'status' => 'ringing' } }
     )
+    call.update!(message_id: msg.id)
+    msg
   end
-  let(:channel) { create(:channel_twilio_sms, :with_voice, account: account, phone_number: '+15551230002') }
-  let(:inbox) { channel.inbox }
-  let(:from_number) { '+15550002222' }
-  let(:call_sid) { 'CATESTSTATUS123' }
 
   before do
     allow(Twilio::VoiceWebhookSetupService).to receive(:new)
       .and_return(instance_double(Twilio::VoiceWebhookSetupService, perform: "AP#{SecureRandom.hex(16)}"))
   end
 
-  it 'updates conversation and last voice message with call status' do
-    # Ensure records are created after stub setup
-    conversation
-    message
+  it 'updates the Call and touches the linked message on status transition' do
+    previous_updated_at = message.updated_at
+    travel 1.second
 
     described_class.new(
       account: account,
@@ -48,31 +52,24 @@ RSpec.describe Voice::StatusUpdateService do
       call_status: 'completed'
     ).perform
 
-    conversation.reload
+    call.reload
     message.reload
 
-    expect(conversation.additional_attributes['call_status']).to eq('completed')
-    expect(message.content_attributes.dig('data', 'status')).to eq('completed')
+    expect(call.status).to eq('completed')
+    expect(message.updated_at).to be > previous_updated_at
   end
 
-  it 'normalizes busy to no-answer' do
-    conversation
-    message
-
+  it 'normalizes busy to no_answer on the Call' do
     described_class.new(
       account: account,
       call_sid: call_sid,
       call_status: 'busy'
     ).perform
 
-    conversation.reload
-    message.reload
-
-    expect(conversation.additional_attributes['call_status']).to eq('no-answer')
-    expect(message.content_attributes.dig('data', 'status')).to eq('no-answer')
+    expect(call.reload.status).to eq('no_answer')
   end
 
-  it 'no-ops when conversation not found' do
+  it 'no-ops when no Call matches the provided call_sid' do
     expect do
       described_class.new(account: account, call_sid: 'UNKNOWN', call_status: 'busy').perform
     end.not_to raise_error

spec/enterprise/services/whatsapp/call_permission_reply_service_spec.rb

@@ -0,0 +1,97 @@
+require 'rails_helper'
+
+describe Whatsapp::CallPermissionReplyService do
+  let(:account) { create(:account) }
+  let(:channel) do
+    create(:channel_whatsapp, provider: 'whatsapp_cloud', account: account,
+                              validate_provider_config: false, sync_templates: false)
+  end
+  let(:inbox) { channel.inbox }
+  let(:contact) { create(:contact, account: account, phone_number: '+15550001111') }
+  let!(:contact_inbox) { create(:contact_inbox, contact: contact, inbox: inbox, source_id: '15550001111') }
+  let(:request_wamid) { 'wamid.permission_request_abc' }
+  let!(:conversation) do
+    create(:conversation, account: account, inbox: inbox, contact: contact, contact_inbox: contact_inbox, status: :open,
+                          additional_attributes: {
+                            'call_permission_requested_at' => Time.current.iso8601,
+                            'call_permission_request_message_id' => request_wamid
+                          })
+  end
+
+  before do
+    channel.provider_config = channel.provider_config.merge('calling_enabled' => true)
+    channel.save!
+  end
+
+  def reply_params(response:, context_id: request_wamid)
+    interactive = { type: 'call_permission_reply',
+                    call_permission_reply: { response: response, is_permanent: false } }
+    message = { from: '15550001111', type: 'interactive', interactive: interactive }
+    message[:context] = { id: context_id } if context_id
+    { entry: [{ changes: [{ value: { messages: [message] } }] }] }
+  end
+
+  it 'clears both permission flags and broadcasts voice_call.permission_granted on accept' do
+    allow(ActionCable.server).to receive(:broadcast)
+
+    described_class.new(inbox: inbox, params: reply_params(response: 'accept')).perform
+
+    attrs = conversation.reload.additional_attributes
+    expect(attrs).not_to include('call_permission_requested_at')
+    expect(attrs).not_to include('call_permission_request_message_id')
+    expect(ActionCable.server).to have_received(:broadcast).with(
+      "account_#{account.id}",
+      hash_including(event: 'voice_call.permission_granted',
+                     data: hash_including(conversation_id: conversation.id))
+    )
+  end
+
+  it 'is a no-op when the contact rejected the request' do
+    allow(ActionCable.server).to receive(:broadcast)
+
+    described_class.new(inbox: inbox, params: reply_params(response: 'reject')).perform
+
+    expect(conversation.reload.additional_attributes).to include('call_permission_requested_at')
+    expect(ActionCable.server).not_to have_received(:broadcast)
+  end
+
+  it 'is a no-op when calling is disabled on the channel' do
+    channel.provider_config = channel.provider_config.merge('calling_enabled' => false)
+    channel.save!
+    allow(ActionCable.server).to receive(:broadcast)
+
+    described_class.new(inbox: inbox, params: reply_params(response: 'accept')).perform
+
+    expect(ActionCable.server).not_to have_received(:broadcast)
+  end
+
+  it 'matches the originating conversation by context.id when the contact has multiple pending requests' do
+    other_request_wamid = 'wamid.permission_request_xyz'
+    other_open = create(:conversation, account: account, inbox: inbox, contact: contact, contact_inbox: contact_inbox,
+                                       status: :open,
+                                       additional_attributes: {
+                                         'call_permission_requested_at' => Time.current.iso8601,
+                                         'call_permission_request_message_id' => other_request_wamid
+                                       })
+    allow(ActionCable.server).to receive(:broadcast)
+
+    described_class.new(inbox: inbox, params: reply_params(response: 'accept', context_id: other_request_wamid)).perform
+
+    # The reply pointed at other_open's request — it should be the cleared one, not `conversation`
+    expect(other_open.reload.additional_attributes).not_to include('call_permission_request_message_id')
+    expect(conversation.reload.additional_attributes).to include('call_permission_request_message_id')
+    expect(ActionCable.server).to have_received(:broadcast).with(
+      "account_#{account.id}",
+      hash_including(data: hash_including(conversation_id: other_open.id))
+    )
+  end
+
+  it 'is a no-op when the reply has no context.id' do
+    allow(ActionCable.server).to receive(:broadcast)
+
+    described_class.new(inbox: inbox, params: reply_params(response: 'accept', context_id: nil)).perform
+
+    expect(conversation.reload.additional_attributes).to include('call_permission_request_message_id')
+    expect(ActionCable.server).not_to have_received(:broadcast)
+  end
+end

spec/enterprise/services/whatsapp/incoming_call_service_spec.rb

@@ -0,0 +1,192 @@
+require 'rails_helper'
+
+describe Whatsapp::IncomingCallService do
+  let(:account) { create(:account) }
+  let(:channel) do
+    create(:channel_whatsapp, provider: 'whatsapp_cloud', account: account,
+                              validate_provider_config: false, sync_templates: false)
+  end
+  let(:inbox) { channel.inbox }
+  let(:from_number) { '15550001111' }
+  let(:provider_call_id) { 'wacid_abc' }
+
+  before do
+    channel.provider_config = channel.provider_config.merge('calling_enabled' => true)
+    channel.save!
+  end
+
+  def call_payload(event:, **extra)
+    { calls: [{ id: provider_call_id, from: from_number, event: event, **extra }] }
+  end
+
+  context 'when calling is disabled on the channel' do
+    it 'is a no-op' do
+      channel.provider_config = channel.provider_config.merge('calling_enabled' => false)
+      channel.save!
+
+      expect { described_class.new(inbox: inbox, params: call_payload(event: 'connect')).perform }
+        .not_to change(Call, :count)
+    end
+  end
+
+  describe 'inbound connect' do
+    let(:sdp_offer) { "v=0\r\n...sdp..." }
+
+    it 'creates the Call + Conversation + voice_call message and broadcasts voice_call.incoming' do
+      allow(ActionCable.server).to receive(:broadcast)
+
+      params = call_payload(event: 'connect', session: { sdp: sdp_offer, sdp_type: 'offer' })
+      expect { described_class.new(inbox: inbox, params: params).perform }
+        .to change(Call, :count).by(1).and change(Conversation, :count).by(1)
+
+      call = Call.last
+      expect(call).to have_attributes(provider: 'whatsapp', direction: 'incoming', status: 'ringing',
+                                      provider_call_id: provider_call_id)
+      expect(call.meta['sdp_offer']).to eq(sdp_offer)
+      expect(ActionCable.server).to have_received(:broadcast).with(
+        "account_#{account.id}",
+        hash_including(event: 'voice_call.incoming', data: hash_including(sdp_offer: sdp_offer))
+      )
+    end
+  end
+
+  describe 'outbound connect (existing call)' do
+    let!(:call) do
+      conversation = create(:conversation, account: account, inbox: inbox)
+      create(:call, account: account, inbox: inbox, conversation: conversation, contact: conversation.contact,
+                    provider: :whatsapp, direction: :outgoing, status: 'ringing', provider_call_id: provider_call_id)
+    end
+
+    it 'transitions the call to in_progress and broadcasts voice_call.outbound_connected with the SDP answer' do
+      allow(ActionCable.server).to receive(:broadcast)
+      sdp_answer = "v=0\r\na=setup:actpass\r\n"
+
+      params = call_payload(event: 'connect', session: { sdp: sdp_answer, sdp_type: 'answer' })
+      described_class.new(inbox: inbox, params: params).perform
+
+      expect(call.reload).to have_attributes(status: 'in_progress', started_at: be_present)
+      expect(call.meta['sdp_answer']).to include('a=setup:active')
+      expect(ActionCable.server).to have_received(:broadcast).with(
+        "account_#{account.id}",
+        hash_including(event: 'voice_call.outbound_connected')
+      )
+    end
+  end
+
+  describe 'terminate' do
+    let!(:call) do
+      conversation = create(:conversation, account: account, inbox: inbox)
+      create(:call, account: account, inbox: inbox, conversation: conversation, contact: conversation.contact,
+                    provider: :whatsapp, direction: :incoming, status: 'in_progress', provider_call_id: provider_call_id)
+    end
+
+    it 'marks the call completed when the call had been answered' do
+      allow(ActionCable.server).to receive(:broadcast)
+
+      params = call_payload(event: 'terminate', duration: 42, terminate_reason: 'completed_normally')
+      described_class.new(inbox: inbox, params: params).perform
+
+      expect(call.reload).to have_attributes(status: 'completed', duration_seconds: 42, end_reason: 'completed_normally')
+      expect(call.ended_at).to be_present
+      expect(ActionCable.server).to have_received(:broadcast).with(
+        "account_#{account.id}",
+        hash_including(event: 'voice_call.ended', data: hash_including(status: 'completed'))
+      )
+    end
+
+    it 'marks unanswered ringing calls as no_answer' do
+      call.update!(status: 'ringing')
+      params = call_payload(event: 'terminate', duration: 0, terminate_reason: 'no_answer')
+
+      described_class.new(inbox: inbox, params: params).perform
+      expect(call.reload.status).to eq('no_answer')
+    end
+  end
+
+  describe 'duplicate inbound connect' do
+    let!(:call) do
+      conversation = create(:conversation, account: account, inbox: inbox)
+      create(:call, account: account, inbox: inbox, conversation: conversation, contact: conversation.contact,
+                    provider: :whatsapp, direction: :incoming, status: 'ringing', provider_call_id: provider_call_id)
+    end
+
+    it 'logs and ignores rather than treating it as outbound' do
+      allow(Rails.logger).to receive(:info)
+      allow(ActionCable.server).to receive(:broadcast)
+      params = call_payload(event: 'connect', session: { sdp: 'sdp_x', sdp_type: 'offer' })
+
+      described_class.new(inbox: inbox, params: params).perform
+
+      expect(call.reload).to have_attributes(status: 'ringing')
+      expect(Rails.logger).to have_received(:info).with(/Duplicate inbound connect/)
+      expect(ActionCable.server).not_to have_received(:broadcast)
+    end
+  end
+
+  describe 'connect arriving after terminal status' do
+    let!(:call) do
+      conversation = create(:conversation, account: account, inbox: inbox)
+      create(:call, account: account, inbox: inbox, conversation: conversation, contact: conversation.contact,
+                    provider: :whatsapp, direction: :outgoing, status: 'completed', provider_call_id: provider_call_id)
+    end
+
+    it 'does not reopen a completed outbound call' do
+      allow(ActionCable.server).to receive(:broadcast)
+      params = call_payload(event: 'connect', session: { sdp: 'late_sdp', sdp_type: 'answer' })
+
+      described_class.new(inbox: inbox, params: params).perform
+
+      expect(call.reload.status).to eq('completed')
+      expect(ActionCable.server).not_to have_received(:broadcast)
+    end
+  end
+
+  describe 'unanswered outbound call terminate' do
+    let!(:agent) { create(:user, account: account) }
+    let!(:call) do
+      conversation = create(:conversation, account: account, inbox: inbox)
+      create(:call, account: account, inbox: inbox, conversation: conversation, contact: conversation.contact,
+                    provider: :whatsapp, direction: :outgoing, status: 'ringing',
+                    accepted_by_agent: agent, provider_call_id: provider_call_id)
+    end
+
+    it 'marks the call as no_answer even though accepted_by_agent_id is set' do
+      allow(ActionCable.server).to receive(:broadcast)
+      params = call_payload(event: 'terminate', duration: 0, terminate_reason: 'no_answer')
+
+      described_class.new(inbox: inbox, params: params).perform
+
+      expect(call.reload.status).to eq('no_answer')
+      expect(ActionCable.server).to have_received(:broadcast).with(
+        "account_#{account.id}",
+        hash_including(event: 'voice_call.ended', data: hash_including(status: 'no-answer'))
+      )
+    end
+  end
+
+  describe 'unknown event' do
+    it 'logs a warning and does not raise' do
+      allow(Rails.logger).to receive(:warn)
+      params = call_payload(event: 'mystery')
+
+      expect { described_class.new(inbox: inbox, params: params).perform }.not_to raise_error
+      expect(Rails.logger).to have_received(:warn).with(/Unknown call event: mystery/)
+    end
+  end
+
+  describe 'multiple calls in one webhook payload' do
+    it 'processes every call in the array' do
+      allow(ActionCable.server).to receive(:broadcast)
+
+      params = {
+        calls: [
+          { id: 'wacid_a', from: from_number, event: 'connect', session: { sdp: 'sdp_a', sdp_type: 'offer' } },
+          { id: 'wacid_b', from: '15550002222', event: 'connect', session: { sdp: 'sdp_b', sdp_type: 'offer' } }
+        ]
+      }
+
+      expect { described_class.new(inbox: inbox, params: params).perform }.to change(Call, :count).by(2)
+      expect(Call.where(provider_call_id: %w[wacid_a wacid_b]).pluck(:provider_call_id)).to contain_exactly('wacid_a', 'wacid_b')
+    end
+  end
+end

spec/factories/calls.rb

@@ -0,0 +1,12 @@
+FactoryBot.define do
+  factory :call do
+    association :conversation
+    account { conversation.account }
+    inbox { conversation.inbox }
+    contact { conversation.contact }
+    provider { :twilio }
+    direction { :incoming }
+    status { 'ringing' }
+    sequence(:provider_call_id) { |n| "CA#{SecureRandom.hex(15)}#{n}" }
+  end
+end

spec/lib/integrations/slack/emoji_formatter_spec.rb

@@ -0,0 +1,20 @@
+require 'rails_helper'
+
+describe Integrations::Slack::EmojiFormatter do
+  describe '.format' do
+    it 'replaces emoji shortcodes with unicode characters' do
+      expect(described_class.format('Hello :smile:')).to eq('Hello 😄')
+      expect(described_class.format('Good job :+1:')).to eq('Good job 👍')
+      expect(described_class.format('Unknown :unknown_emoji:')).to eq('Unknown :unknown_emoji:')
+    end
+
+    it 'handles nil or empty text' do
+      expect(described_class.format(nil)).to be_nil
+      expect(described_class.format('')).to eq('')
+    end
+
+    it 'replaces multiple emojis' do
+      expect(described_class.format(':smile: :+1:')).to eq('😄 👍')
+    end
+  end
+end

spec/services/messages/mention_service_spec.rb

@@ -165,6 +165,36 @@ describe Messages::MentionService do
       end
     end
 
+    context 'when the message sender mentions themselves' do
+      it 'skips the sender notification while notifying other mentioned users' do
+        message = build(
+          :message,
+          conversation: conversation,
+          account: account,
+          content: "hey (mention://user/#{first_agent.id}/#{first_agent.name}) and (mention://user/#{second_agent.id}/#{second_agent.name})",
+          private: true,
+          sender: first_agent
+        )
+
+        described_class.new(message: message).perform
+
+        expect(NotificationBuilder).not_to have_received(:new).with(
+          notification_type: 'conversation_mention',
+          user: first_agent,
+          account: account,
+          primary_actor: message.conversation,
+          secondary_actor: message
+        )
+        expect(NotificationBuilder).to have_received(:new).with(
+          notification_type: 'conversation_mention',
+          user: second_agent,
+          account: account,
+          primary_actor: message.conversation,
+          secondary_actor: message
+        )
+      end
+    end
+
     context 'when mentioned user is not an inbox member' do
       let!(:non_member_user) { create(:user, account: account) }
 

tests/playwright/package.json

@@ -30,6 +30,6 @@
     "playwright": "^1.56.1",
     "typescript": "^6.0.3",
     "typescript-eslint": "^8.59.1",
-    "uuid": "^13.0.0"
+    "uuid": "^14.0.0"
   }
 }

tests/playwright/pnpm-lock.yaml

@@ -57,8 +57,8 @@ importers:
         specifier: ^8.59.1
         version: 8.59.1(eslint@9.39.4)(typescript@6.0.3)
       uuid:
-        specifier: ^13.0.0
-        version: 13.0.0
+        specifier: ^14.0.0
+        version: 14.0.0
 
 packages:
 
@@ -645,8 +645,8 @@ packages:
   uri-js@4.4.1:
     resolution: {integrity: sha512-7rKUyy33Q1yc98pQ1DAmLtwX109F7TIfWlW1Ydo8Wl1ii1SeHieeh0HHfPeL2fMXK6z0s8ecKs9frCuLJvndBg==}
 
-  uuid@13.0.0:
-    resolution: {integrity: sha512-XQegIaBTVUjSHliKqcnFqYypAd4S+WCYt5NIeRs6w/UAry7z8Y9j5ZwRRL4kzq9U3sD6v+85er9FvkEaBpji2w==}
+  uuid@14.0.0:
+    resolution: {integrity: sha512-Qo+uWgilfSmAhXCMav1uYFynlQO7fMFiMVZsQqZRMIXp0O7rR7qjkj+cPvBHLgBqi960QCoo/PH2/6ZtVqKvrg==}
     hasBin: true
 
   which@2.0.2:
@@ -1234,7 +1234,7 @@ snapshots:
     dependencies:
       punycode: 2.3.1
 
-  uuid@13.0.0: {}
+  uuid@14.0.0: {}
 
   which@2.0.2:
     dependencies: