Merge branch 'release/4.10.0'

Ensure CSAT survey label rules are evaluated once in CsatSurveyService
before any channel-specific sending (including WhatsApp/Twilio
templates), remove the duplicated rule check from the template builder,
and cover the blocking-label scenario in service specs while simplifying
the template specs accordingly.

Co-authored-by: Sojan Jose <sojan@pepalo.com>

.circleci/config.yml

@@ -76,7 +76,7 @@ jobs:
             bundle install
 
       - node/install:
-          node-version: '24.12'
+          node-version: '24.13'
       - node/install-pnpm
       - node/install-packages:
           pkg-manager: pnpm
@@ -117,7 +117,7 @@ jobs:
     steps:
       - checkout
       - node/install:
-          node-version: '24.12'
+          node-version: '24.13'
       - node/install-pnpm
       - node/install-packages:
           pkg-manager: pnpm
@@ -148,7 +148,7 @@ jobs:
     steps:
       - checkout
       - node/install:
-          node-version: '24.12'
+          node-version: '24.13'
       - node/install-pnpm
       - node/install-packages:
           pkg-manager: pnpm

.devcontainer/docker-compose.base.yml

@@ -10,7 +10,7 @@ services:
       dockerfile: .devcontainer/Dockerfile.base
       args:
         VARIANT: 'ubuntu-22.04'
-        NODE_VERSION: '24.12.0'
+        NODE_VERSION: '24.13.0'
         RUBY_VERSION: '3.4.4'
         # On Linux, you may need to update USER_UID and USER_GID below if not your local UID is not 1000.
         USER_UID: '1000'

.devcontainer/docker-compose.yml

@@ -11,7 +11,7 @@ services:
       dockerfile: .devcontainer/Dockerfile
       args:
         VARIANT: 'ubuntu-22.04'
-        NODE_VERSION: '24.12.0'
+        NODE_VERSION: '24.13.0'
         RUBY_VERSION: '3.4.4'
         # On Linux, you may need to update USER_UID and USER_GID below if not your local UID is not 1000.
         USER_UID: '1000'

.nvmrc

@@ -1 +1 @@
-24.12.0
+24.13.0

VERSION_CW

@@ -1 +1 @@
-4.9.1
+4.10.0

app/builders/v2/reports/channel_summary_builder.rb

@@ -0,0 +1,38 @@
+class V2::Reports::ChannelSummaryBuilder
+  include DateRangeHelper
+
+  pattr_initialize [:account!, :params!]
+
+  def build
+    conversations_by_channel_and_status.transform_values { |status_counts| build_channel_stats(status_counts) }
+  end
+
+  private
+
+  def conversations_by_channel_and_status
+    account.conversations
+           .joins(:inbox)
+           .where(created_at: range)
+           .group('inboxes.channel_type', 'conversations.status')
+           .count
+           .each_with_object({}) do |((channel_type, status), count), grouped|
+      grouped[channel_type] ||= {}
+      grouped[channel_type][status] = count
+    end
+  end
+
+  def build_channel_stats(status_counts)
+    open_count = status_counts['open'] || 0
+    resolved_count = status_counts['resolved'] || 0
+    pending_count = status_counts['pending'] || 0
+    snoozed_count = status_counts['snoozed'] || 0
+
+    {
+      open: open_count,
+      resolved: resolved_count,
+      pending: pending_count,
+      snoozed: snoozed_count,
+      total: open_count + resolved_count + pending_count + snoozed_count
+    }
+  end
+end

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

@@ -50,3 +50,5 @@ class Api::V1::Accounts::CsatSurveyResponsesController < Api::V1::Accounts::Base
     @current_page = params[:page] || 1
   end
 end
+
+Api::V1::Accounts::CsatSurveyResponsesController.prepend_mod_with('Api::V1::Accounts::CsatSurveyResponsesController')

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

@@ -1,38 +1,27 @@
 class Api::V1::Accounts::InboxCsatTemplatesController < Api::V1::Accounts::BaseController
-  DEFAULT_BUTTON_TEXT = 'Please rate us'.freeze
-  DEFAULT_LANGUAGE = 'en'.freeze
-
   before_action :fetch_inbox
   before_action :validate_whatsapp_channel
 
   def show
-    template = @inbox.csat_config&.dig('template')
-    return render json: { template_exists: false } unless template
+    service = CsatTemplateManagementService.new(@inbox)
+    result = service.template_status
 
-    template_name = template['name'] || Whatsapp::CsatTemplateNameService.csat_template_name(@inbox.id)
-    status_result = @inbox.channel.provider_service.get_template_status(template_name)
-
-    render_template_status_response(status_result, template_name)
-  rescue StandardError => e
-    Rails.logger.error "Error fetching CSAT template status: #{e.message}"
-    render json: { error: e.message }, status: :internal_server_error
+    if result[:service_error]
+      render json: { error: result[:service_error] }, status: :internal_server_error
+    else
+      render json: result
+    end
   end
 
   def create
     template_params = extract_template_params
     return render_missing_message_error if template_params[:message].blank?
 
-    # Delete existing template even though we are using a new one.
-    # We don't want too many templates in the business portfolio, but the create operation shouldn't fail if deletion fails.
-    delete_existing_template_if_needed
-
-    result = create_template_via_provider(template_params)
+    service = CsatTemplateManagementService.new(@inbox)
+    result = service.create_template(template_params)
     render_template_creation_result(result)
   rescue ActionController::ParameterMissing
     render json: { error: 'Template parameters are required' }, status: :unprocessable_entity
-  rescue StandardError => e
-    Rails.logger.error "Error creating CSAT template: #{e.message}"
-    render json: { error: 'Template creation failed' }, status: :internal_server_error
   end
 
   private
@@ -43,9 +32,9 @@ class Api::V1::Accounts::InboxCsatTemplatesController < Api::V1::Accounts::BaseC
   end
 
   def validate_whatsapp_channel
-    return if @inbox.whatsapp?
+    return if @inbox.whatsapp? || @inbox.twilio_whatsapp?
 
-    render json: { error: 'CSAT template operations only available for WhatsApp channels' },
+    render json: { error: 'CSAT template operations only available for WhatsApp and Twilio WhatsApp channels' },
            status: :bad_request
   end
 
@@ -57,35 +46,36 @@ class Api::V1::Accounts::InboxCsatTemplatesController < Api::V1::Accounts::BaseC
     render json: { error: 'Message is required' }, status: :unprocessable_entity
   end
 
-  def create_template_via_provider(template_params)
-    template_config = {
-      message: template_params[:message],
-      button_text: template_params[:button_text] || DEFAULT_BUTTON_TEXT,
-      base_url: ENV.fetch('FRONTEND_URL', 'http://localhost:3000'),
-      language: template_params[:language] || DEFAULT_LANGUAGE,
-      template_name: Whatsapp::CsatTemplateNameService.csat_template_name(@inbox.id)
-    }
-
-    @inbox.channel.provider_service.create_csat_template(template_config)
-  end
-
   def render_template_creation_result(result)
     if result[:success]
       render_successful_template_creation(result)
+    elsif result[:service_error]
+      render json: { error: result[:service_error] }, status: :internal_server_error
     else
       render_failed_template_creation(result)
     end
   end
 
   def render_successful_template_creation(result)
-    render json: {
-      template: {
-        name: result[:template_name],
-        template_id: result[:template_id],
-        status: 'PENDING',
-        language: result[:language] || DEFAULT_LANGUAGE
-      }
-    }, status: :created
+    if @inbox.twilio_whatsapp?
+      render json: {
+        template: {
+          friendly_name: result[:friendly_name],
+          content_sid: result[:content_sid],
+          status: result[:status] || 'pending',
+          language: result[:language] || 'en'
+        }
+      }, status: :created
+    else
+      render json: {
+        template: {
+          name: result[:template_name],
+          template_id: result[:template_id],
+          status: 'PENDING',
+          language: result[:language] || 'en'
+        }
+      }, status: :created
+    end
   end
 
   def render_failed_template_creation(result)
@@ -98,45 +88,6 @@ class Api::V1::Accounts::InboxCsatTemplatesController < Api::V1::Accounts::BaseC
     }, status: :unprocessable_entity
   end
 
-  def delete_existing_template_if_needed
-    template = @inbox.csat_config&.dig('template')
-    return true if template.blank?
-
-    template_name = template['name']
-    return true if template_name.blank?
-
-    template_status = @inbox.channel.provider_service.get_template_status(template_name)
-    return true unless template_status[:success]
-
-    deletion_result = @inbox.channel.provider_service.delete_csat_template(template_name)
-    if deletion_result[:success]
-      Rails.logger.info "Deleted existing CSAT template '#{template_name}' for inbox #{@inbox.id}"
-      true
-    else
-      Rails.logger.warn "Failed to delete existing CSAT template '#{template_name}' for inbox #{@inbox.id}: #{deletion_result[:response_body]}"
-      false
-    end
-  rescue StandardError => e
-    Rails.logger.error "Error during template deletion for inbox #{@inbox.id}: #{e.message}"
-    false
-  end
-
-  def render_template_status_response(status_result, template_name)
-    if status_result[:success]
-      render json: {
-        template_exists: true,
-        template_name: template_name,
-        status: status_result[:template][:status],
-        template_id: status_result[:template][:id]
-      }
-    else
-      render json: {
-        template_exists: false,
-        error: 'Template not found'
-      }
-    end
-  end
-
   def parse_whatsapp_error(response_body)
     return { user_message: nil, technical_details: nil } if response_body.blank?
 

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

@@ -176,7 +176,7 @@ class Api::V1::Accounts::InboxesController < Api::V1::Accounts::BaseController
      :lock_to_single_conversation, :portal_id, :sender_name_type, :business_name,
      { csat_config: [:display_type, :message, :button_text, :language,
                      { survey_rules: [:operator, { values: [] }],
-                       template: [:name, :template_id, :created_at, :language] }] }]
+                       template: [:name, :template_id, :friendly_name, :content_sid, :approval_sid, :created_at, :language, :status] }] }]
   end
 
   def permitted_params(channel_attributes = [])

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

@@ -38,6 +38,11 @@ class Api::V2::Accounts::ReportsController < Api::V1::Accounts::BaseController
     generate_csv('teams_report', 'api/v2/accounts/reports/teams')
   end
 
+  def conversations_summary
+    @report_data = generate_conversations_report
+    generate_csv('conversations_summary_report', 'api/v2/accounts/reports/conversations_summary')
+  end
+
   def conversation_traffic
     @report_data = generate_conversations_heatmap_report
     timezone_offset = (params[:timezone_offset] || 0).to_f

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

@@ -1,6 +1,6 @@
 class Api::V2::Accounts::SummaryReportsController < Api::V1::Accounts::BaseController
   before_action :check_authorization
-  before_action :prepare_builder_params, only: [:agent, :team, :inbox, :label]
+  before_action :prepare_builder_params, only: [:agent, :team, :inbox, :label, :channel]
 
   def agent
     render_report_with(V2::Reports::AgentSummaryBuilder)
@@ -18,6 +18,12 @@ class Api::V2::Accounts::SummaryReportsController < Api::V1::Accounts::BaseContr
     render_report_with(V2::Reports::LabelSummaryBuilder)
   end
 
+  def channel
+    return render_could_not_create_error(I18n.t('errors.reports.date_range_too_long')) if date_range_too_long?
+
+    render_report_with(V2::Reports::ChannelSummaryBuilder)
+  end
+
   private
 
   def check_authorization
@@ -40,4 +46,12 @@ class Api::V2::Accounts::SummaryReportsController < Api::V1::Accounts::BaseContr
   def permitted_params
     params.permit(:since, :until, :business_hours)
   end
+
+  def date_range_too_long?
+    return false if permitted_params[:since].blank? || permitted_params[:until].blank?
+
+    since_time = Time.zone.at(permitted_params[:since].to_i)
+    until_time = Time.zone.at(permitted_params[:until].to_i)
+    (until_time - since_time) > 6.months
+  end
 end

app/helpers/api/v2/accounts/reports_helper.rb

@@ -46,6 +46,13 @@ module Api::V2::Accounts::ReportsHelper
     end
   end
 
+  def generate_conversations_report
+    builder = V2::Reports::Conversations::MetricBuilder.new(Current.account, build_params(type: :account))
+    summary = builder.summary
+
+    [generate_conversation_report_metrics(summary)]
+  end
+
   private
 
   def build_params(base_params)
@@ -71,4 +78,16 @@ module Api::V2::Accounts::ReportsHelper
       report[:resolved_conversations_count]
     ]
   end
+
+  def generate_conversation_report_metrics(summary)
+    [
+      summary[:conversations_count],
+      summary[:incoming_messages_count],
+      summary[:outgoing_messages_count],
+      Reports::TimeFormatPresenter.new(summary[:avg_first_response_time]).format,
+      Reports::TimeFormatPresenter.new(summary[:avg_resolution_time]).format,
+      summary[:resolutions_count],
+      Reports::TimeFormatPresenter.new(summary[:reply_time]).format
+    ]
+  end
 end

app/javascript/dashboard/api/reports.js

@@ -61,6 +61,12 @@ class ReportsAPI extends ApiClient {
     });
   }
 
+  getConversationsSummaryReports({ from: since, to: until, businessHours }) {
+    return axios.get(`${this.url}/conversations_summary`, {
+      params: { since, until, business_hours: businessHours },
+    });
+  }
+
   getConversationTrafficCSV({ daysBefore = 6 } = {}) {
     return axios.get(`${this.url}/conversation_traffic`, {
       params: { timezone_offset: getTimeOffset(), days_before: daysBefore },

app/javascript/dashboard/components-next/Editor/Editor.vue

@@ -5,6 +5,7 @@ import WootEditor from 'dashboard/components/widgets/WootWriter/Editor.vue';
 
 const props = defineProps({
   modelValue: { type: String, default: '' },
+  editorKey: { type: String, default: '' },
   label: { type: String, default: '' },
   placeholder: { type: String, default: '' },
   focusOnMount: { type: Boolean, default: false },
@@ -96,6 +97,7 @@ watch(
       ]"
     >
       <WootEditor
+        :editor-id="editorKey"
         :model-value="modelValue"
         :placeholder="placeholder"
         :focus-on-mount="focusOnMount"
@@ -152,6 +154,13 @@ watch(
           }
         }
       }
+
+      .ProseMirror-menubar {
+        width: fit-content !important;
+        position: relative !important;
+        top: unset !important;
+        @apply ltr:left-[-0.188rem] rtl:right-[-0.188rem] !important;
+      }
     }
   }
 }

app/javascript/dashboard/components-next/NewConversation/components/ActionButtons.vue

@@ -44,6 +44,12 @@ const emit = defineEmits([
 
 const { t } = useI18n();
 
+const attachmentId = ref(0);
+const generateUid = () => {
+  attachmentId.value += 1;
+  return `attachment-${attachmentId.value}`;
+};
+
 const uploadAttachment = ref(null);
 const isEmojiPickerOpen = ref(false);
 
@@ -176,7 +182,8 @@ const onPaste = e => {
     .filter(file => file.size > 0)
     .forEach(file => {
       const { name, type, size } = file;
-      onFileUpload({ file, name, type, size });
+      // Add unique ID for clipboard-pasted files
+      onFileUpload({ file, name, type, size, id: generateUid() });
     });
 };
 

app/javascript/dashboard/components-next/NewConversation/components/ComposeNewConversationForm.vue

@@ -7,6 +7,7 @@ import {
   appendSignature,
   removeSignature,
   getEffectiveChannelType,
+  stripUnsupportedMarkdown,
 } from 'dashboard/helper/editorHelper';
 import {
   buildContactableInboxesList,
@@ -47,6 +48,8 @@ const emit = defineEmits([
   'createConversation',
 ]);
 
+const DEFAULT_FORMATTING = 'Context::Default';
+
 const showContactsDropdown = ref(false);
 const showInboxesDropdown = ref(false);
 const showCcEmailsDropdown = ref(false);
@@ -198,10 +201,22 @@ const setSelectedContact = async ({ value, action, ...rest }) => {
   showInboxesDropdown.value = true;
 };
 
-const handleInboxAction = ({ value, action, ...rest }) => {
+const stripMessageFormatting = channelType => {
+  if (!state.message || !channelType) return;
+
+  state.message = stripUnsupportedMarkdown(state.message, channelType, false);
+};
+
+const handleInboxAction = ({ value, action, channelType, medium, ...rest }) => {
   v$.value.$reset();
-  state.message = '';
-  emit('updateTargetInbox', { ...rest });
+
+  // Strip unsupported formatting when changing the target inbox
+  if (channelType) {
+    const newChannelType = getEffectiveChannelType(channelType, medium);
+    stripMessageFormatting(newChannelType);
+  }
+
+  emit('updateTargetInbox', { ...rest, channelType, medium });
   showInboxesDropdown.value = false;
   state.attachedFiles = [];
 };
@@ -221,7 +236,9 @@ const removeSignatureFromMessage = () => {
 const removeTargetInbox = value => {
   v$.value.$reset();
   removeSignatureFromMessage();
-  state.message = '';
+
+  stripMessageFormatting(DEFAULT_FORMATTING);
+
   emit('updateTargetInbox', value);
   state.attachedFiles = [];
 };
@@ -324,67 +341,68 @@ const shouldShowMessageEditor = computed(() => {
 
 <template>
   <div
-    class="w-[42rem] divide-y divide-n-strong overflow-visible transition-all duration-300 ease-in-out top-full justify-between flex flex-col bg-n-alpha-3 border border-n-strong shadow-sm backdrop-blur-[100px] rounded-xl min-w-0"
+    class="w-[42rem] divide-y divide-n-strong overflow-visible transition-all duration-300 ease-in-out top-full flex flex-col bg-n-alpha-3 border border-n-strong shadow-sm backdrop-blur-[100px] rounded-xl min-w-0 max-h-[calc(100vh-8rem)]"
   >
-    <ContactSelector
-      :contacts="contacts"
-      :selected-contact="selectedContact"
-      :show-contacts-dropdown="showContactsDropdown"
-      :is-loading="isLoading"
-      :is-creating-contact="isCreatingContact"
-      :contact-id="contactId"
-      :contactable-inboxes-list="contactableInboxesList"
-      :show-inboxes-dropdown="showInboxesDropdown"
-      :has-errors="validationStates.isContactInvalid"
-      @search-contacts="handleContactSearch"
-      @set-selected-contact="setSelectedContact"
-      @clear-selected-contact="clearSelectedContact"
-      @update-dropdown="handleDropdownUpdate"
-    />
-    <InboxEmptyState v-if="showNoInboxAlert" />
-    <InboxSelector
-      v-else
-      :target-inbox="targetInbox"
-      :selected-contact="selectedContact"
-      :show-inboxes-dropdown="showInboxesDropdown"
-      :contactable-inboxes-list="contactableInboxesList"
-      :has-errors="validationStates.isInboxInvalid"
-      @update-inbox="removeTargetInbox"
-      @toggle-dropdown="showInboxesDropdown = $event"
-      @handle-inbox-action="handleInboxAction"
-    />
+    <div class="flex-1 overflow-y-auto divide-y divide-n-strong">
+      <ContactSelector
+        :contacts="contacts"
+        :selected-contact="selectedContact"
+        :show-contacts-dropdown="showContactsDropdown"
+        :is-loading="isLoading"
+        :is-creating-contact="isCreatingContact"
+        :contact-id="contactId"
+        :contactable-inboxes-list="contactableInboxesList"
+        :show-inboxes-dropdown="showInboxesDropdown"
+        :has-errors="validationStates.isContactInvalid"
+        @search-contacts="handleContactSearch"
+        @set-selected-contact="setSelectedContact"
+        @clear-selected-contact="clearSelectedContact"
+        @update-dropdown="handleDropdownUpdate"
+      />
+      <InboxEmptyState v-if="showNoInboxAlert" />
+      <InboxSelector
+        v-else
+        :target-inbox="targetInbox"
+        :selected-contact="selectedContact"
+        :show-inboxes-dropdown="showInboxesDropdown"
+        :contactable-inboxes-list="contactableInboxesList"
+        :has-errors="validationStates.isInboxInvalid"
+        @update-inbox="removeTargetInbox"
+        @toggle-dropdown="showInboxesDropdown = $event"
+        @handle-inbox-action="handleInboxAction"
+      />
 
-    <EmailOptions
-      v-if="inboxTypes.isEmail"
-      v-model:cc-emails="state.ccEmails"
-      v-model:bcc-emails="state.bccEmails"
-      v-model:subject="state.subject"
-      :contacts="contacts"
-      :show-cc-emails-dropdown="showCcEmailsDropdown"
-      :show-bcc-emails-dropdown="showBccEmailsDropdown"
-      :is-loading="isLoading"
-      :has-errors="validationStates.isSubjectInvalid"
-      @search-cc-emails="searchCcEmails"
-      @search-bcc-emails="searchBccEmails"
-      @update-dropdown="handleDropdownUpdate"
-    />
+      <EmailOptions
+        v-if="inboxTypes.isEmail"
+        v-model:cc-emails="state.ccEmails"
+        v-model:bcc-emails="state.bccEmails"
+        v-model:subject="state.subject"
+        :contacts="contacts"
+        :show-cc-emails-dropdown="showCcEmailsDropdown"
+        :show-bcc-emails-dropdown="showBccEmailsDropdown"
+        :is-loading="isLoading"
+        :has-errors="validationStates.isSubjectInvalid"
+        @search-cc-emails="searchCcEmails"
+        @search-bcc-emails="searchBccEmails"
+        @update-dropdown="handleDropdownUpdate"
+      />
 
-    <MessageEditor
-      v-if="shouldShowMessageEditor"
-      v-model="state.message"
-      :message-signature="messageSignature"
-      :send-with-signature="sendWithSignature"
-      :has-errors="validationStates.isMessageInvalid"
-      :has-attachments="state.attachedFiles.length > 0"
-      :channel-type="inboxChannelType"
-      :medium="targetInbox?.medium || ''"
-    />
+      <MessageEditor
+        v-if="shouldShowMessageEditor"
+        v-model="state.message"
+        :message-signature="messageSignature"
+        :send-with-signature="sendWithSignature"
+        :has-errors="validationStates.isMessageInvalid"
+        :channel-type="inboxChannelType"
+        :medium="targetInbox?.medium || ''"
+      />
 
-    <AttachmentPreviews
-      v-if="state.attachedFiles.length > 0"
-      :attachments="state.attachedFiles"
-      @update:attachments="state.attachedFiles = $event"
-    />
+      <AttachmentPreviews
+        v-if="state.attachedFiles.length > 0"
+        :attachments="state.attachedFiles"
+        @update:attachments="state.attachedFiles = $event"
+      />
+    </div>
 
     <ActionButtons
       :attached-files="state.attachedFiles"

app/javascript/dashboard/components-next/NewConversation/components/InboxSelector.vue

@@ -83,7 +83,7 @@ const targetInboxLabel = computed(() => {
       <DropdownMenu
         v-if="contactableInboxesList?.length > 0 && showInboxesDropdown"
         :menu-items="contactableInboxesList"
-        class="ltr:left-0 rtl:right-0 z-[100] top-8 overflow-y-auto max-h-60 w-fit max-w-sm dark:!outline-n-slate-5"
+        class="ltr:left-0 rtl:right-0 z-[100] top-8 overflow-y-auto max-h-56 w-fit max-w-sm dark:!outline-n-slate-5"
         @action="emit('handleInboxAction', $event)"
       />
     </div>

app/javascript/dashboard/components-next/NewConversation/components/MessageEditor.vue

@@ -6,7 +6,6 @@ import Editor from 'dashboard/components-next/Editor/Editor.vue';
 
 const props = defineProps({
   hasErrors: { type: Boolean, default: false },
-  hasAttachments: { type: Boolean, default: false },
   sendWithSignature: { type: Boolean, default: false },
   messageSignature: { type: String, default: '' },
   channelType: { type: String, default: '' },
@@ -24,14 +23,14 @@ const modelValue = defineModel({
 </script>
 
 <template>
-  <div class="flex-1 h-full" :class="[!hasAttachments && 'min-h-[200px]']">
+  <div class="flex-1 h-full">
     <Editor
-      :key="editorKey"
       v-model="modelValue"
+      :editor-key="editorKey"
       :placeholder="
         t('COMPOSE_NEW_CONVERSATION.FORM.MESSAGE_EDITOR.PLACEHOLDER')
       "
-      class="[&>div]:!border-transparent [&>div]:px-4 [&>div]:py-4 [&>div]:!bg-transparent h-full [&_.ProseMirror-woot-style]:!max-h-[200px]"
+      class="[&>div]:!border-transparent [&>div]:px-4 [&>div]:py-4 [&>div]:!bg-transparent h-full [&_.ProseMirror-woot-style]:!max-h-[12.5rem] [&_.ProseMirror-woot-style]:!min-h-[10rem] [&_.ProseMirror-menubar]:!pt-0 [&_.mention--box]:-top-[7.5rem] [&_.mention--box]:bottom-[unset]"
       :class="
         hasErrors
           ? '[&_.empty-node]:before:!text-n-ruby-9 [&_.empty-node]:dark:before:!text-n-ruby-9'

app/javascript/dashboard/components-next/filter/helper/filterHelper.js

@@ -11,7 +11,6 @@ export const CONVERSATION_ATTRIBUTES = {
   CAMPAIGN_ID: 'campaign_id',
   LABELS: 'labels',
   BROWSER_LANGUAGE: 'browser_language',
-  COUNTRY_CODE: 'country_code',
   REFERER: 'referer',
   CREATED_AT: 'created_at',
   LAST_ACTIVITY_AT: 'last_activity_at',

app/javascript/dashboard/components-next/filter/provider.js

@@ -7,7 +7,6 @@ import {
   buildAttributesFilterTypes,
   CONVERSATION_ATTRIBUTES,
 } from './helper/filterHelper';
-import countries from 'shared/constants/countries.js';
 import languages from 'dashboard/components/widgets/conversation/advancedFilterItems/languages.js';
 
 /**
@@ -218,17 +217,6 @@ export function useConversationFilterContext() {
       filterOperators: equalityOperators.value,
       attributeModel: 'additional',
     },
-    {
-      attributeKey: CONVERSATION_ATTRIBUTES.COUNTRY_CODE,
-      value: CONVERSATION_ATTRIBUTES.COUNTRY_CODE,
-      attributeName: t('FILTER.ATTRIBUTES.COUNTRY_NAME'),
-      label: t('FILTER.ATTRIBUTES.COUNTRY_NAME'),
-      inputType: 'searchSelect',
-      options: countries,
-      dataType: 'text',
-      filterOperators: equalityOperators.value,
-      attributeModel: 'additional',
-    },
     {
       attributeKey: CONVERSATION_ATTRIBUTES.REFERER,
       value: CONVERSATION_ATTRIBUTES.REFERER,

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

@@ -15,7 +15,6 @@ import Button from 'dashboard/components-next/button/Button.vue';
 import SidebarGroup from './SidebarGroup.vue';
 import SidebarProfileMenu from './SidebarProfileMenu.vue';
 import SidebarChangelogCard from './SidebarChangelogCard.vue';
-import YearInReviewBanner from '../year-in-review/YearInReviewBanner.vue';
 import ChannelLeaf from './ChannelLeaf.vue';
 import SidebarAccountSwitcher from './SidebarAccountSwitcher.vue';
 import Logo from 'next/icon/Logo.vue';
@@ -661,7 +660,6 @@ const menuItems = computed(() => {
       <div
         class="pointer-events-none absolute inset-x-0 -top-[31px] h-8 bg-gradient-to-t from-n-solid-2 to-transparent"
       />
-      <YearInReviewBanner />
       <SidebarChangelogCard
         v-if="isOnChatwootCloud && !isACustomBrandedInstance"
       />

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

@@ -1,13 +1,11 @@
 <script setup>
-import { ref, computed } from 'vue';
+import { computed } from 'vue';
 import Auth from 'dashboard/api/auth';
 import { useMapGetter } from 'dashboard/composables/store';
 import { useI18n } from 'vue-i18n';
-import { useUISettings } from 'dashboard/composables/useUISettings';
 import Avatar from 'next/avatar/Avatar.vue';
 import SidebarProfileMenuStatus from './SidebarProfileMenuStatus.vue';
 import { FEATURE_FLAGS } from 'dashboard/featureFlags';
-import YearInReviewModal from 'dashboard/components-next/year-in-review/YearInReviewModal.vue';
 
 import {
   DropdownContainer,
@@ -24,7 +22,6 @@ defineOptions({
 });
 
 const { t } = useI18n();
-const { uiSettings } = useUISettings();
 
 const currentUser = useMapGetter('getCurrentUser');
 const currentUserAvailability = useMapGetter('getCurrentUserAvailability');
@@ -34,29 +31,6 @@ const isFeatureEnabledonAccount = useMapGetter(
   'accounts/isFeatureEnabledonAccount'
 );
 
-const showYearInReviewModal = ref(false);
-
-const bannerClosedKey = computed(() => {
-  return `yir_closed_${accountId.value}_2025`;
-});
-
-const isBannerClosed = computed(() => {
-  return uiSettings.value?.[bannerClosedKey.value] === true;
-});
-
-const showYearInReviewMenuItem = computed(() => {
-  return isBannerClosed.value;
-});
-
-const openYearInReviewModal = () => {
-  showYearInReviewModal.value = true;
-  emit('close');
-};
-
-const closeYearInReviewModal = () => {
-  showYearInReviewModal.value = false;
-};
-
 const showChatSupport = computed(() => {
   return (
     isFeatureEnabledonAccount.value(
@@ -68,13 +42,6 @@ const showChatSupport = computed(() => {
 
 const menuItems = computed(() => {
   return [
-    {
-      show: showYearInReviewMenuItem.value,
-      showOnCustomBrandedInstance: false,
-      label: t('SIDEBAR_ITEMS.YEAR_IN_REVIEW'),
-      icon: 'i-lucide-gift',
-      click: openYearInReviewModal,
-    },
     {
       show: showChatSupport.value,
       showOnCustomBrandedInstance: false,
@@ -190,9 +157,4 @@ const allowedMenuItems = computed(() => {
       </template>
     </DropdownBody>
   </DropdownContainer>
-
-  <YearInReviewModal
-    :show="showYearInReviewModal"
-    @close="closeYearInReviewModal"
-  />
 </template>

app/javascript/dashboard/components-next/taginput/TagInput.vue

@@ -230,7 +230,7 @@ const handleBlur = e => emit('blur', e);
         v-if="showDropdownMenu"
         :menu-items="filteredMenuItems"
         :is-searching="isLoading"
-        class="ltr:left-0 rtl:right-0 z-[100] top-8 overflow-y-auto max-h-60 w-[inherit] max-w-md dark:!outline-n-slate-5"
+        class="ltr:left-0 rtl:right-0 z-[100] top-8 overflow-y-auto max-h-56 w-[inherit] max-w-md dark:!outline-n-slate-5"
         @action="handleDropdownAction"
       />
     </div>

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

@@ -206,10 +206,14 @@ const emitDateRange = () => {
     emit('dateRangeChanged', [selectedStartDate.value, selectedEndDate.value]);
   }
 };
+
+const closeDatePicker = () => {
+  showDatePicker.value = false;
+};
 </script>
 
 <template>
-  <div class="relative font-inter">
+  <div v-on-clickaway="closeDatePicker" class="relative font-inter">
     <DatePickerButton
       :selected-start-date="selectedStartDate"
       :selected-end-date="selectedEndDate"

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

@@ -38,7 +38,7 @@ const toggleShowMore = () => {
     <button
       v-if="text.length > limit"
       class="text-n-brand !p-0 !border-0 align-top"
-      @click="toggleShowMore"
+      @click.stop="toggleShowMore"
     >
       {{ buttonLabel }}
     </button>

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

@@ -45,6 +45,7 @@ import {
   removeSignature,
   getEffectiveChannelType,
 } from 'dashboard/helper/editorHelper';
+import { isFileTypeAllowedForChannel } from 'shared/helpers/FileHelper';
 
 import { LOCAL_STORAGE_KEYS } from 'dashboard/constants/localStorage';
 import { LocalStorage } from 'shared/helpers/localStorage';
@@ -637,6 +638,25 @@ export default {
       // Filter valid files (non-zero size)
       Array.from(e.clipboardData.files)
         .filter(file => file.size > 0)
+        .filter(file => {
+          const isAllowed = isFileTypeAllowedForChannel(file, {
+            channelType: this.channelType || this.inbox?.channel_type,
+            medium: this.inbox?.medium,
+            conversationType: this.conversationType,
+            isInstagramChannel: this.isAnInstagramChannel,
+            isOnPrivateNote: this.isOnPrivateNote,
+          });
+
+          if (!isAllowed) {
+            useAlert(
+              this.$t('CONVERSATION.FILE_TYPE_NOT_SUPPORTED', {
+                fileName: file.name,
+              })
+            );
+          }
+
+          return isAllowed;
+        })
         .forEach(file => {
           const { name, type, size } = file;
           this.onFileUpload({ name, type, size, file });

app/javascript/dashboard/components/widgets/conversation/advancedFilterItems/index.js

@@ -78,14 +78,6 @@ const filterTypes = [
     filterOperators: OPERATOR_TYPES_1,
     attributeModel: 'additional',
   },
-  {
-    attributeKey: 'country_code',
-    attributeI18nKey: 'COUNTRY_NAME',
-    inputType: 'search_select',
-    dataType: 'text',
-    filterOperators: OPERATOR_TYPES_1,
-    attributeModel: 'additional',
-  },
   {
     attributeKey: 'referer',
     attributeI18nKey: 'REFERER_LINK',
@@ -171,10 +163,6 @@ export const filterAttributeGroups = [
         key: 'browser_language',
         i18nKey: 'BROWSER_LANGUAGE',
       },
-      {
-        key: 'country_code',
-        i18nKey: 'COUNTRY_NAME',
-      },
       {
         key: 'referer',
         i18nKey: 'REFERER_LINK',

app/javascript/dashboard/helper/editorHelper.js

@@ -38,9 +38,14 @@ export function extractTextFromMarkdown(markdown) {
  *
  * @param {string} markdown - markdown text to process
  * @param {string} channelType - The channel type to check supported formatting
+ * @param {boolean} cleanWhitespace - Whether to clean up extra whitespace and blank lines (default: true for signatures)
  * @returns {string} - The markdown with unsupported formatting removed
  */
-export function stripUnsupportedSignatureMarkdown(markdown, channelType) {
+export function stripUnsupportedMarkdown(
+  markdown,
+  channelType,
+  cleanWhitespace = true
+) {
   if (!markdown) return '';
 
   const { marks = [], nodes = [] } = FORMATTING[channelType] || {};
@@ -55,6 +60,9 @@ export function stripUnsupportedSignatureMarkdown(markdown, channelType) {
     );
   }, markdown);
 
+  if (!cleanWhitespace) return result;
+
+  // Clean whitespace for signatures
   return result
     .split('\n')
     .map(line => line.trim())
@@ -155,7 +163,7 @@ export function getEffectiveChannelType(channelType, medium) {
 export function appendSignature(body, signature, channelType) {
   // Strip only unsupported formatting based on channel capabilities
   const preparedSignature = channelType
-    ? stripUnsupportedSignatureMarkdown(signature, channelType)
+    ? stripUnsupportedMarkdown(signature, channelType)
     : signature;
   const cleanedSignature = cleanSignature(preparedSignature);
   // if signature is already present, return body
@@ -178,7 +186,7 @@ export function appendSignature(body, signature, channelType) {
 export function removeSignature(body, signature, channelType) {
   // Build unique list of signature variants to try
   const channelStripped = channelType
-    ? cleanSignature(stripUnsupportedSignatureMarkdown(signature, channelType))
+    ? cleanSignature(stripUnsupportedMarkdown(signature, channelType))
     : null;
   const signaturesToTry = [
     cleanSignature(signature),

app/javascript/dashboard/helper/emailQuoteExtractor.js

@@ -1,3 +1,5 @@
+import DOMPurify from 'dompurify';
+
 // Quote detection strategies
 const QUOTE_INDICATORS = [
   '.gmail_quote_container',
@@ -29,7 +31,7 @@ export class EmailQuoteExtractor {
   static extractQuotes(htmlContent) {
     // Create a temporary DOM element to parse HTML
     const tempDiv = document.createElement('div');
-    tempDiv.innerHTML = htmlContent;
+    tempDiv.innerHTML = DOMPurify.sanitize(htmlContent);
 
     // Remove elements matching class selectors
     QUOTE_INDICATORS.forEach(selector => {
@@ -56,7 +58,7 @@ export class EmailQuoteExtractor {
    */
   static hasQuotes(htmlContent) {
     const tempDiv = document.createElement('div');
-    tempDiv.innerHTML = htmlContent;
+    tempDiv.innerHTML = DOMPurify.sanitize(htmlContent);
 
     // Check for class-based quotes
     // eslint-disable-next-line no-restricted-syntax

app/javascript/dashboard/helper/quotedEmailHelper.js

@@ -1,4 +1,5 @@
 import { format, parseISO, isValid as isValidDate } from 'date-fns';
+import DOMPurify from 'dompurify';
 
 /**
  * Extracts plain text from HTML content
@@ -13,7 +14,7 @@ export const extractPlainTextFromHtml = html => {
     return html.replace(/<[^>]*>/g, ' ');
   }
   const tempDiv = document.createElement('div');
-  tempDiv.innerHTML = html;
+  tempDiv.innerHTML = DOMPurify.sanitize(html);
   return tempDiv.textContent || tempDiv.innerText || '';
 };
 

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

@@ -5,7 +5,7 @@ import {
   replaceSignature,
   cleanSignature,
   extractTextFromMarkdown,
-  stripUnsupportedSignatureMarkdown,
+  stripUnsupportedMarkdown,
   insertAtCursor,
   findNodeToInsertImage,
   setURLWithQueryAndSize,
@@ -145,25 +145,19 @@ describe('appendSignature', () => {
   });
 });
 
-describe('stripUnsupportedSignatureMarkdown', () => {
+describe('stripUnsupportedMarkdown', () => {
   const richSignature =
     '**Bold** _italic_ [link](http://example.com) ![](http://localhost:3000/image.png)';
 
   it('keeps all formatting for Email channel (supports image, link, strong, em)', () => {
-    const result = stripUnsupportedSignatureMarkdown(
-      richSignature,
-      'Channel::Email'
-    );
+    const result = stripUnsupportedMarkdown(richSignature, 'Channel::Email');
     expect(result).toContain('**Bold**');
     expect(result).toContain('_italic_');
     expect(result).toContain('[link](http://example.com)');
     expect(result).toContain('![](http://localhost:3000/image.png)');
   });
   it('strips images but keeps bold/italic for Api channel', () => {
-    const result = stripUnsupportedSignatureMarkdown(
-      richSignature,
-      'Channel::Api'
-    );
+    const result = stripUnsupportedMarkdown(richSignature, 'Channel::Api');
     expect(result).toContain('**Bold**');
     expect(result).toContain('_italic_');
     expect(result).toContain('link'); // link text kept
@@ -171,20 +165,14 @@ describe('stripUnsupportedSignatureMarkdown', () => {
     expect(result).not.toContain('![]('); // image removed
   });
   it('strips images but keeps bold/italic/link for Telegram channel', () => {
-    const result = stripUnsupportedSignatureMarkdown(
-      richSignature,
-      'Channel::Telegram'
-    );
+    const result = stripUnsupportedMarkdown(richSignature, 'Channel::Telegram');
     expect(result).toContain('**Bold**');
     expect(result).toContain('_italic_');
     expect(result).toContain('[link](http://example.com)');
     expect(result).not.toContain('![](');
   });
   it('strips all formatting for SMS channel', () => {
-    const result = stripUnsupportedSignatureMarkdown(
-      richSignature,
-      'Channel::Sms'
-    );
+    const result = stripUnsupportedMarkdown(richSignature, 'Channel::Sms');
     expect(result).toContain('Bold');
     expect(result).toContain('italic');
     expect(result).toContain('link');
@@ -194,8 +182,52 @@ describe('stripUnsupportedSignatureMarkdown', () => {
     expect(result).not.toContain('![](');
   });
   it('returns empty string for empty input', () => {
-    expect(stripUnsupportedSignatureMarkdown('', 'Channel::Api')).toBe('');
-    expect(stripUnsupportedSignatureMarkdown(null, 'Channel::Api')).toBe('');
+    expect(stripUnsupportedMarkdown('', 'Channel::Api')).toBe('');
+    expect(stripUnsupportedMarkdown(null, 'Channel::Api')).toBe('');
+  });
+
+  describe('with cleanWhitespace parameter', () => {
+    const textWithWhitespace =
+      '**Bold** text\n\nWith multiple\n\nLine breaks\n\n  And spaces  ';
+
+    it('cleans whitespace when cleanWhitespace=true (default)', () => {
+      const result = stripUnsupportedMarkdown(
+        textWithWhitespace,
+        'Channel::Api',
+        true
+      );
+      expect(result).toBe(
+        '**Bold** text\nWith multiple\nLine breaks\nAnd spaces'
+      );
+      expect(result).not.toContain('\n\n');
+      expect(result).not.toContain('  ');
+    });
+
+    it('preserves whitespace when cleanWhitespace=false', () => {
+      const result = stripUnsupportedMarkdown(
+        textWithWhitespace,
+        'Channel::Api',
+        false
+      );
+      expect(result).toContain('\n\n');
+      expect(result).toContain('  And spaces  ');
+      expect(result).toBe(
+        '**Bold** text\n\nWith multiple\n\nLine breaks\n\n  And spaces  '
+      );
+    });
+
+    it('strips formatting but preserves whitespace for messages', () => {
+      const messageWithFormatting = '**Bold**\n\n`code`\n\nNormal text';
+      const result = stripUnsupportedMarkdown(
+        messageWithFormatting,
+        'Channel::Sms',
+        false
+      );
+      expect(result).toBe('Bold\n\ncode\n\nNormal text');
+      expect(result).toContain('\n\n');
+      expect(result).not.toContain('**');
+      expect(result).not.toContain('`');
+    });
   });
 });
 

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

@@ -96,4 +96,58 @@ describe('EmailQuoteExtractor', () => {
   it('detects quotes for trailing blockquotes even when signatures follow text', () => {
     expect(EmailQuoteExtractor.hasQuotes(EMAIL_WITH_SIGNATURE)).toBe(true);
   });
+
+  describe('HTML sanitization', () => {
+    it('removes onerror handlers from img tags in extractQuotes', () => {
+      const maliciousHtml = '<p>Hello</p><img src="x" onerror="alert(1)">';
+      const cleanedHtml = EmailQuoteExtractor.extractQuotes(maliciousHtml);
+
+      expect(cleanedHtml).not.toContain('onerror');
+      expect(cleanedHtml).toContain('<p>Hello</p>');
+    });
+
+    it('removes onerror handlers from img tags in hasQuotes', () => {
+      const maliciousHtml = '<p>Hello</p><img src="x" onerror="alert(1)">';
+      // Should not throw and should safely check for quotes
+      const result = EmailQuoteExtractor.hasQuotes(maliciousHtml);
+      expect(result).toBe(false);
+    });
+
+    it('removes script tags in extractQuotes', () => {
+      const maliciousHtml =
+        '<p>Content</p><script>alert("xss")</script><p>More</p>';
+      const cleanedHtml = EmailQuoteExtractor.extractQuotes(maliciousHtml);
+
+      expect(cleanedHtml).not.toContain('<script');
+      expect(cleanedHtml).not.toContain('alert');
+      expect(cleanedHtml).toContain('<p>Content</p>');
+      expect(cleanedHtml).toContain('<p>More</p>');
+    });
+
+    it('removes onclick handlers in extractQuotes', () => {
+      const maliciousHtml = '<p onclick="alert(1)">Click me</p>';
+      const cleanedHtml = EmailQuoteExtractor.extractQuotes(maliciousHtml);
+
+      expect(cleanedHtml).not.toContain('onclick');
+      expect(cleanedHtml).toContain('Click me');
+    });
+
+    it('removes javascript: URLs in extractQuotes', () => {
+      const maliciousHtml = '<a href="javascript:alert(1)">Link</a>';
+      const cleanedHtml = EmailQuoteExtractor.extractQuotes(maliciousHtml);
+
+      // eslint-disable-next-line no-script-url
+      expect(cleanedHtml).not.toContain('javascript:');
+      expect(cleanedHtml).toContain('Link');
+    });
+
+    it('removes encoded payloads with event handlers in extractQuotes', () => {
+      const maliciousHtml =
+        '<img src="x" id="PHNjcmlwdD5hbGVydCgxKTwvc2NyaXB0Pg==" onerror="eval(atob(this.id))">';
+      const cleanedHtml = EmailQuoteExtractor.extractQuotes(maliciousHtml);
+
+      expect(cleanedHtml).not.toContain('onerror');
+      expect(cleanedHtml).not.toContain('eval');
+    });
+  });
 });

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

@@ -33,6 +33,26 @@ describe('quotedEmailHelper', () => {
       expect(result).toContain('Line 1');
       expect(result).toContain('Line 2');
     });
+
+    it('sanitizes onerror handlers from img tags', () => {
+      const html = '<p>Hello</p><img src="x" onerror="alert(1)">';
+      const result = extractPlainTextFromHtml(html);
+      expect(result).toBe('Hello');
+    });
+
+    it('sanitizes script tags', () => {
+      const html = '<p>Safe</p><script>alert(1)</script><p>Content</p>';
+      const result = extractPlainTextFromHtml(html);
+      expect(result).toContain('Safe');
+      expect(result).toContain('Content');
+      expect(result).not.toContain('alert');
+    });
+
+    it('sanitizes onclick handlers', () => {
+      const html = '<p onclick="alert(1)">Click me</p>';
+      const result = extractPlainTextFromHtml(html);
+      expect(result).toBe('Click me');
+    });
   });
 
   describe('getEmailSenderName', () => {

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

@@ -247,6 +247,7 @@
     "SUCCESS_DELETE_CONVERSATION": "Conversation deleted successfully",
     "FAIL_DELETE_CONVERSATION": "Couldn't delete conversation! Try again",
     "FILE_SIZE_LIMIT": "File exceeds the {MAXIMUM_SUPPORTED_FILE_UPLOAD_SIZE} MB attachment limit",
+    "FILE_TYPE_NOT_SUPPORTED": "This {fileName} file type is not supported in this conversation",
     "MESSAGE_ERROR": "Unable to send this message, please try again later",
     "SENT_BY": "Sent by:",
     "BOT": "Bot",

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

@@ -3,7 +3,7 @@
     "HEADER": "Conversations",
     "LOADING_CHART": "Loading chart data...",
     "NO_ENOUGH_DATA": "We've not received enough data points to generate report, Please try again later.",
-    "DOWNLOAD_AGENT_REPORTS": "Download agent reports",
+    "DOWNLOAD_CONVERSATION_REPORTS": "Download conversation reports",
     "DATA_FETCHING_FAILED": "Failed to fetch data, please try again later.",
     "SUMMARY_FETCHING_FAILED": "Failed to fetch summary, please try again later.",
     "METRICS": {
@@ -402,22 +402,48 @@
   },
   "CSAT_REPORTS": {
     "HEADER": "CSAT Reports",
-    "NO_RECORDS": "There are no CSAT survey responses available.",
+    "NO_RECORDS": "No responses yet",
+    "NO_RECORDS_DESCRIPTION": "CSAT survey responses will appear here once customers start providing feedback.",
     "DOWNLOAD": "Download CSAT Reports",
     "DOWNLOAD_FAILED": "Failed to download CSAT Reports",
     "FILTERS": {
+      "ADD_FILTER": "Add filter",
+      "CLEAR_ALL": "Clear all",
+      "NO_FILTER": "No filters available",
+      "INPUT_PLACEHOLDER": {
+        "AGENTS": "Search agents",
+        "INBOXES": "Search inboxes",
+        "TEAMS": "Search teams",
+        "RATINGS": "Search ratings"
+      },
       "AGENTS": {
-        "PLACEHOLDER": "Choose Agents"
+        "LABEL": "Agent"
+      },
+      "INBOXES": {
+        "LABEL": "Inbox"
+      },
+      "TEAMS": {
+        "LABEL": "Team"
+      },
+      "RATINGS": {
+        "LABEL": "Rating"
       }
     },
     "TABLE": {
       "HEADER": {
         "CONTACT_NAME": "Contact",
-        "AGENT_NAME": "Assigned agent",
+        "AGENT_NAME": "Agent",
         "RATING": "Rating",
-        "FEEDBACK_TEXT": "Feedback comment"
-      }
+        "FEEDBACK_TEXT": "Feedback comment",
+        "CONVERSATION": "Conversation",
+        "CUSTOMER": "Customer",
+        "RESPONSE": "Response",
+        "HANDLED_BY": "Handled by"
+      },
+      "UNKNOWN_CUSTOMER": "Unknown customer"
     },
+    "NO_AGENT": "No assigned agent",
+    "NO_FEEDBACK": "No feedback provided",
     "METRIC": {
       "TOTAL_RESPONSES": {
         "LABEL": "Total responses",
@@ -430,6 +456,25 @@
       "RESPONSE_RATE": {
         "LABEL": "Response rate",
         "TOOLTIP": "Total number of responses / Total number of CSAT survey messages sent * 100"
+      },
+      "RATING_DISTRIBUTION": "Rating distribution"
+    },
+    "REVIEW_NOTES": {
+      "TITLE": "Review notes",
+      "PLACEHOLDER": "Add review notes about this rating...",
+      "SAVE": "Save",
+      "CANCEL": "Cancel",
+      "SAVING": "Saving...",
+      "SAVED": "Notes saved successfully",
+      "SAVE_ERROR": "Failed to save notes",
+      "UPDATED_BY": "Updated by {name} {time}",
+      "UPDATED_BY_LABEL": "Updated by",
+      "PAYWALL": {
+        "TITLE": "Upgrade to add review notes",
+        "AVAILABLE_ON": "The review notes feature is only available in the Business and Enterprise plans.",
+        "UPGRADE_PROMPT": "Add internal context to every CSAT response with review notes. Capture what really happened, spot patterns faster, and make better decisions from your feedback.",
+        "UPGRADE_NOW": "Upgrade now",
+        "CANCEL_ANYTIME": "You can change or cancel your plan anytime"
       }
     }
   },

app/javascript/dashboard/modules/search/components/SearchView.vue

@@ -370,7 +370,7 @@ onUnmounted(() => {
       />
     </div>
     <section class="flex flex-col flex-grow w-full h-full overflow-hidden">
-      <div class="w-full max-w-5xl mx-auto z-[60]">
+      <div class="w-full max-w-5xl mx-auto z-30">
         <div class="flex flex-col w-full px-4">
           <SearchHeader
             v-model:filters="filters"

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

@@ -28,10 +28,15 @@ const { t } = useI18n();
 const store = useStore();
 const labels = useMapGetter('labels/getLabels');
 
-const { isAWhatsAppCloudChannel: isWhatsAppChannel } = useInbox(
+const { isAWhatsAppChannel, isATwilioWhatsAppChannel } = useInbox(
   props.inbox?.id
 );
 
+// Computed to check if it's any type of WhatsApp channel (Cloud or Twilio)
+const isAnyWhatsAppChannel = computed(
+  () => isAWhatsAppChannel.value || isATwilioWhatsAppChannel.value
+);
+
 const isUpdating = ref(false);
 const selectedLabelValues = ref([]);
 const currentLabel = ref('');
@@ -116,7 +121,9 @@ const templateApprovalStatus = computed(() => {
 
   // Handle existing template with status
   if (templateStatus.value?.template_exists && templateStatus.value.status) {
-    return statusMap[templateStatus.value.status] || statusMap.PENDING;
+    // Convert status to uppercase for consistency with statusMap keys
+    const normalizedStatus = templateStatus.value.status.toUpperCase();
+    return statusMap[normalizedStatus] || statusMap.PENDING;
   }
 
   // Default case - no template exists
@@ -155,7 +162,7 @@ const initializeState = () => {
     : [];
 
   // Store original template values for change detection
-  if (isWhatsAppChannel.value) {
+  if (isAnyWhatsAppChannel.value) {
     originalTemplateValues.value = {
       message: state.message,
       templateButtonText: state.templateButtonText,
@@ -165,7 +172,7 @@ const initializeState = () => {
 };
 
 const checkTemplateStatus = async () => {
-  if (!isWhatsAppChannel.value) return;
+  if (!isAnyWhatsAppChannel.value) return;
 
   try {
     templateLoading.value = true;
@@ -195,7 +202,7 @@ const checkTemplateStatus = async () => {
 onMounted(() => {
   initializeState();
   if (!labels.value?.length) store.dispatch('labels/get');
-  if (isWhatsAppChannel.value) checkTemplateStatus();
+  if (isAnyWhatsAppChannel.value) checkTemplateStatus();
 });
 
 watch(() => props.inbox, initializeState, { immediate: true });
@@ -225,7 +232,7 @@ const removeLabel = label => {
 
 // Check if template-related fields have changed
 const hasTemplateChanges = () => {
-  if (!isWhatsAppChannel.value) return false;
+  if (!isAnyWhatsAppChannel.value) return false;
 
   const original = originalTemplateValues.value;
   return (
@@ -254,10 +261,28 @@ const shouldCreateTemplate = () => {
 
 // Build template config for saving
 const buildTemplateConfig = () => {
-  if (!hasExistingTemplate()) return null;
+  if (!hasExistingTemplate()) {
+    return null;
+  }
 
   const { template_name, template_id, template, status } =
     templateStatus.value || {};
+
+  if (isATwilioWhatsAppChannel.value) {
+    // Twilio WhatsApp format - get from existing template config
+    const existingTemplate = props.inbox?.csat_config?.template;
+
+    return existingTemplate
+      ? {
+          friendly_name: existingTemplate.friendly_name,
+          content_sid: existingTemplate.content_sid,
+          language: existingTemplate.language || state.templateLanguage,
+          status: existingTemplate.status || status,
+        }
+      : null;
+  }
+
+  // WhatsApp Cloud format
   return {
     name: template_name,
     template_id,
@@ -273,11 +298,11 @@ const updateInbox = async attributes => {
     ...attributes,
   };
 
-  return store.dispatch('inboxes/updateInbox', payload);
+  await store.dispatch('inboxes/updateInbox', payload);
 };
 
 const createTemplate = async () => {
-  if (!isWhatsAppChannel.value) return null;
+  if (!isAnyWhatsAppChannel.value) return null;
 
   const response = await store.dispatch('inboxes/createCSATTemplate', {
     inboxId: props.inbox.id,
@@ -298,7 +323,7 @@ const performSave = async () => {
 
     // For WhatsApp channels, create template first if needed
     if (
-      isWhatsAppChannel.value &&
+      isAnyWhatsAppChannel.value &&
       state.csatSurveyEnabled &&
       shouldCreateTemplate()
     ) {
@@ -326,13 +351,25 @@ const performSave = async () => {
 
     // Use new template data if created, otherwise preserve existing template information
     if (newTemplateData) {
-      csatConfig.template = {
-        name: newTemplateData.name,
-        template_id: newTemplateData.template_id,
-        language: newTemplateData.language,
-        status: newTemplateData.status,
-        created_at: new Date().toISOString(),
-      };
+      if (isATwilioWhatsAppChannel.value) {
+        // Twilio WhatsApp template format
+        csatConfig.template = {
+          friendly_name: newTemplateData.friendly_name,
+          content_sid: newTemplateData.content_sid,
+          language: newTemplateData.language,
+          status: newTemplateData.status,
+          created_at: new Date().toISOString(),
+        };
+      } else {
+        // WhatsApp Cloud template format
+        csatConfig.template = {
+          name: newTemplateData.name,
+          template_id: newTemplateData.template_id,
+          language: newTemplateData.language,
+          status: newTemplateData.status,
+          created_at: new Date().toISOString(),
+        };
+      }
     } else {
       const templateConfig = buildTemplateConfig();
       if (templateConfig) {
@@ -356,8 +393,9 @@ const performSave = async () => {
 
 const saveSettings = async () => {
   // Check if we need to show confirmation dialog for WhatsApp template changes
+  // This applies to both WhatsApp Cloud and Twilio WhatsApp channels
   if (
-    isWhatsAppChannel.value &&
+    isAnyWhatsAppChannel.value &&
     state.csatSurveyEnabled &&
     hasExistingTemplate() &&
     hasTemplateChanges()
@@ -390,7 +428,7 @@ const handleConfirmTemplateUpdate = async () => {
       <div class="grid gap-5">
         <!-- Show display type only for non-WhatsApp channels -->
         <WithLabel
-          v-if="!isWhatsAppChannel"
+          v-if="!isAnyWhatsAppChannel"
           :label="$t('INBOX_MGMT.CSAT.DISPLAY_TYPE.LABEL')"
           name="display_type"
         >
@@ -400,7 +438,7 @@ const handleConfirmTemplateUpdate = async () => {
           />
         </WithLabel>
 
-        <template v-if="isWhatsAppChannel">
+        <template v-if="isAnyWhatsAppChannel">
           <div
             class="flex flex-col gap-4 justify-between w-full lg:flex-row lg:gap-6"
           >
@@ -536,7 +574,7 @@ const handleConfirmTemplateUpdate = async () => {
         </WithLabel>
         <p class="text-sm italic text-n-slate-11">
           {{
-            isWhatsAppChannel
+            isAnyWhatsAppChannel
               ? $t('INBOX_MGMT.CSAT.WHATSAPP_NOTE')
               : $t('INBOX_MGMT.CSAT.NOTE')
           }}

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

@@ -3,7 +3,7 @@ import { mapGetters } from 'vuex';
 import { useAlert, useTrack } from 'dashboard/composables';
 import CsatMetrics from './components/CsatMetrics.vue';
 import CsatTable from './components/CsatTable.vue';
-import ReportFilterSelector from './components/FilterSelector.vue';
+import CsatFilters from './components/Csat/CsatFilters.vue';
 import { generateFileName } from '../../../../helper/downloadHelper';
 import { REPORTS_EVENTS } from '../../../../helper/AnalyticsHelper/events';
 import { FEATURE_FLAGS } from '../../../../featureFlags';
@@ -15,7 +15,7 @@ export default {
   components: {
     CsatMetrics,
     CsatTable,
-    ReportFilterSelector,
+    CsatFilters,
     ReportHeader,
     V4Button,
   },
@@ -90,7 +90,7 @@ export default {
       selectedTeam,
       selectedRating,
     }) {
-      // do not track filter change on inital load
+      // do not track filter change on initial load
       if (this.from !== 0 && this.to !== 0) {
         useTrack(REPORTS_EVENTS.FILTER_REPORT, {
           filterType: 'date',
@@ -121,16 +121,11 @@ export default {
     />
   </ReportHeader>
 
-  <div class="flex flex-col gap-4">
-    <ReportFilterSelector
-      show-agents-filter
-      show-inbox-filter
-      show-rating-filter
+  <div class="flex flex-col gap-6">
+    <CsatFilters
       :show-team-filter="isTeamsEnabled"
-      :show-business-hours-switch="false"
       @filter-change="onFilterChange"
     />
-
     <CsatMetrics :filters="requestPayload" />
     <CsatTable :page-index="pageIndex" @page-change="onPageNumberChange" />
   </div>

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

@@ -76,14 +76,14 @@ export default {
         businessHours,
       };
     },
-    downloadAgentReports() {
+    downloadConversationReports() {
       const { from, to } = this;
       const fileName = generateFileName({
-        type: 'agent',
+        type: 'conversation',
         to,
         businessHours: this.businessHours,
       });
-      this.$store.dispatch('downloadAgentReports', {
+      this.$store.dispatch('downloadConversationsSummaryReports', {
         from,
         to,
         fileName,
@@ -109,10 +109,10 @@ export default {
 <template>
   <ReportHeader :header-title="$t('REPORT.HEADER')">
     <V4Button
-      :label="$t('REPORT.DOWNLOAD_AGENT_REPORTS')"
+      :label="$t('REPORT.DOWNLOAD_CONVERSATION_REPORTS')"
       icon="i-ph-download-simple"
       size="sm"
-      @click="downloadAgentReports"
+      @click="downloadConversationReports"
     />
   </ReportHeader>
   <div class="flex flex-col gap-3">

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

@@ -1,26 +0,0 @@
-<script setup>
-import { computed } from 'vue';
-
-const { row } = defineProps({
-  row: {
-    type: Object,
-    required: true,
-  },
-});
-
-const routerParams = computed(() => ({
-  name: 'inbox_conversation',
-  params: { conversation_id: row.original.conversationId },
-}));
-</script>
-
-<template>
-  <div class="text-right">
-    <router-link :to="routerParams" class="hover:underline">
-      {{ `#${row.original.conversationId}` }}
-    </router-link>
-    <div v-tooltip="row.original.createdAt" class="text-n-slate-11 text-sm">
-      {{ row.original.createdAgo }}
-    </div>
-  </div>
-</template>

app/javascript/dashboard/routes/dashboard/settings/reports/components/Csat/CsatFilterHelpers.js

@@ -0,0 +1,36 @@
+import { CSAT_RATINGS } from 'shared/constants/messages';
+
+export const buildFilterList = (items, type) =>
+  items.map(item => ({
+    id: item.id,
+    name: type === 'ratings' ? item.emoji : item.name,
+    type,
+  }));
+
+export const buildRatingsList = t =>
+  CSAT_RATINGS.map(rating => ({
+    id: rating.value,
+    name: `${t(rating.translationKey)}`,
+    type: 'ratings',
+  }));
+
+export const getActiveFilter = (filters, type, key) =>
+  filters.find(item => item.id.toString() === key.toString());
+
+export const getFilterType = (input, direction) => {
+  const filterMap = {
+    keyToType: {
+      user_ids: 'agents',
+      inbox_id: 'inboxes',
+      team_id: 'teams',
+      rating: 'ratings',
+    },
+    typeToKey: {
+      agents: 'user_ids',
+      inboxes: 'inbox_id',
+      teams: 'team_id',
+      ratings: 'rating',
+    },
+  };
+  return filterMap[direction][input];
+};

app/javascript/dashboard/routes/dashboard/settings/reports/components/Csat/CsatFilters.vue

@@ -0,0 +1,267 @@
+<script setup>
+import { ref, computed, onMounted } from 'vue';
+import { useI18n } from 'vue-i18n';
+import { useStore } from 'vuex';
+import { getUnixStartOfDay, getUnixEndOfDay } from 'helpers/DateHelper';
+import {
+  buildFilterList,
+  buildRatingsList,
+  getActiveFilter,
+  getFilterType,
+} from './CsatFilterHelpers';
+import FilterButton from 'dashboard/components/ui/Dropdown/DropdownButton.vue';
+import ActiveFilterChip from '../Filters/v3/ActiveFilterChip.vue';
+import AddFilterChip from '../Filters/v3/AddFilterChip.vue';
+import WootDatePicker from 'dashboard/components/ui/DatePicker/DatePicker.vue';
+
+const props = defineProps({
+  showTeamFilter: {
+    type: Boolean,
+    default: false,
+  },
+});
+
+const emit = defineEmits(['filterChange']);
+
+const { t } = useI18n();
+const store = useStore();
+
+const showDropdownMenu = ref(false);
+const showSubDropdownMenu = ref(false);
+const activeFilterType = ref('');
+const customDateRange = ref([new Date(), new Date()]);
+const appliedFilters = ref({
+  user_ids: null,
+  inbox_id: null,
+  team_id: null,
+  rating: null,
+});
+
+const agents = computed(() => store.getters['agents/getAgents']);
+const inboxes = computed(() => store.getters['inboxes/getInboxes']);
+const teams = computed(() => store.getters['teams/getTeams']);
+
+const ratings = computed(() => buildRatingsList(t));
+
+const from = computed(() => getUnixStartOfDay(customDateRange.value[0]));
+const to = computed(() => getUnixEndOfDay(customDateRange.value[1]));
+
+const getFilterSource = type => {
+  const sources = {
+    agents: agents.value,
+    inboxes: inboxes.value,
+    teams: teams.value,
+    ratings: ratings.value,
+  };
+  return sources[type] || [];
+};
+
+const getFilterOptions = type => {
+  if (type === 'ratings') {
+    return ratings.value;
+  }
+  return buildFilterList(getFilterSource(type), type);
+};
+
+const filterListMenuItems = computed(() => {
+  const filterTypes = [
+    {
+      id: '1',
+      name: t('CSAT_REPORTS.FILTERS.AGENTS.LABEL'),
+      type: 'agents',
+    },
+    {
+      id: '2',
+      name: t('CSAT_REPORTS.FILTERS.INBOXES.LABEL'),
+      type: 'inboxes',
+    },
+    {
+      id: '3',
+      name: t('CSAT_REPORTS.FILTERS.RATINGS.LABEL'),
+      type: 'ratings',
+    },
+  ];
+
+  if (props.showTeamFilter) {
+    filterTypes.splice(2, 0, {
+      id: '4',
+      name: t('CSAT_REPORTS.FILTERS.TEAMS.LABEL'),
+      type: 'teams',
+    });
+  }
+
+  const activeFilterKeys = Object.keys(appliedFilters.value).filter(
+    key => appliedFilters.value[key]
+  );
+  const activeFilterTypes = activeFilterKeys.map(key =>
+    getFilterType(key, 'keyToType')
+  );
+
+  return filterTypes
+    .filter(({ type }) => !activeFilterTypes.includes(type))
+    .map(({ id, name, type }) => ({
+      id,
+      name,
+      type,
+      options: getFilterOptions(type),
+    }));
+});
+
+const activeFilters = computed(() => {
+  const activeKeys = Object.keys(appliedFilters.value).filter(
+    key => appliedFilters.value[key]
+  );
+  return activeKeys.map(key => {
+    const filterType = getFilterType(key, 'keyToType');
+    const items = getFilterSource(filterType);
+    const item = getActiveFilter(items, filterType, appliedFilters.value[key]);
+    return {
+      id: item?.id,
+      name: item?.name || '',
+      type: filterType,
+      options: getFilterOptions(filterType),
+    };
+  });
+});
+
+const hasActiveFilters = computed(() =>
+  Object.values(appliedFilters.value).some(value => value !== null)
+);
+
+const isAllFilterSelected = computed(() => !filterListMenuItems.value.length);
+
+const emitChange = () => {
+  emit('filterChange', {
+    from: from.value,
+    to: to.value,
+    selectedAgents: appliedFilters.value.user_ids
+      ? [{ id: appliedFilters.value.user_ids }]
+      : [],
+    selectedInbox: appliedFilters.value.inbox_id
+      ? { id: appliedFilters.value.inbox_id }
+      : null,
+    selectedTeam: appliedFilters.value.team_id
+      ? { id: appliedFilters.value.team_id }
+      : null,
+    selectedRating: appliedFilters.value.rating
+      ? { value: appliedFilters.value.rating }
+      : null,
+  });
+};
+
+const closeDropdown = () => {
+  showDropdownMenu.value = false;
+};
+
+const closeActiveFilterDropdown = () => {
+  activeFilterType.value = '';
+  showSubDropdownMenu.value = false;
+};
+
+const resetDropdown = () => {
+  closeDropdown();
+  closeActiveFilterDropdown();
+};
+
+const addFilter = item => {
+  const { type, id } = item;
+  const filterKey = getFilterType(type, 'typeToKey');
+  appliedFilters.value[filterKey] = id;
+  emitChange();
+  resetDropdown();
+};
+
+const removeFilter = type => {
+  const filterKey = getFilterType(type, 'typeToKey');
+  appliedFilters.value[filterKey] = null;
+  emitChange();
+};
+
+const clearAllFilters = () => {
+  appliedFilters.value = {
+    user_ids: null,
+    inbox_id: null,
+    team_id: null,
+    rating: null,
+  };
+  emitChange();
+  resetDropdown();
+};
+
+const showDropdown = () => {
+  showSubDropdownMenu.value = false;
+  showDropdownMenu.value = !showDropdownMenu.value;
+};
+
+const openActiveFilterDropdown = filterType => {
+  closeDropdown();
+  activeFilterType.value = filterType;
+  showSubDropdownMenu.value = !showSubDropdownMenu.value;
+};
+
+const onDateRangeChange = value => {
+  customDateRange.value = value;
+  emitChange();
+};
+
+onMounted(() => {
+  emitChange();
+});
+</script>
+
+<template>
+  <div class="flex flex-col flex-wrap w-full gap-3 md:flex-row">
+    <WootDatePicker @date-range-changed="onDateRangeChange" />
+
+    <div
+      class="flex flex-col flex-wrap items-start gap-2 md:items-center md:flex-nowrap md:flex-row"
+    >
+      <div v-if="hasActiveFilters" class="flex flex-wrap gap-2 md:flex-nowrap">
+        <ActiveFilterChip
+          v-for="filter in activeFilters"
+          v-bind="filter"
+          :key="filter.type"
+          :placeholder="
+            $t(
+              `CSAT_REPORTS.FILTERS.INPUT_PLACEHOLDER.${filter.type.toUpperCase()}`
+            )
+          "
+          :active-filter-type="activeFilterType"
+          :show-menu="showSubDropdownMenu"
+          enable-search
+          @toggle-dropdown="openActiveFilterDropdown"
+          @close-dropdown="closeActiveFilterDropdown"
+          @add-filter="addFilter"
+          @remove-filter="removeFilter"
+        />
+      </div>
+
+      <div
+        v-if="hasActiveFilters && !isAllFilterSelected"
+        class="w-full h-px border md:w-px md:h-5 border-n-weak"
+      />
+
+      <div class="flex items-center gap-2">
+        <AddFilterChip
+          v-if="!isAllFilterSelected"
+          placeholder-i18n-key="CSAT_REPORTS.FILTERS.INPUT_PLACEHOLDER"
+          :name="$t('CSAT_REPORTS.FILTERS.ADD_FILTER')"
+          :menu-option="filterListMenuItems"
+          :show-menu="showDropdownMenu"
+          :empty-state-message="$t('CSAT_REPORTS.FILTERS.NO_FILTER')"
+          @toggle-dropdown="showDropdown"
+          @close-dropdown="closeDropdown"
+          @add-filter="addFilter"
+        />
+
+        <div v-if="hasActiveFilters" class="w-px h-5 border border-n-weak" />
+
+        <FilterButton
+          v-if="hasActiveFilters"
+          :button-text="$t('CSAT_REPORTS.FILTERS.CLEAR_ALL')"
+          @click="clearAllFilters"
+        />
+      </div>
+    </div>
+  </div>
+</template>

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

@@ -0,0 +1,52 @@
+<script setup>
+import Avatar from 'dashboard/components-next/avatar/Avatar.vue';
+
+defineProps({
+  contact: {
+    type: Object,
+    default: null,
+  },
+  conversationId: {
+    type: Number,
+    required: true,
+  },
+  createdAgo: {
+    type: String,
+    default: '',
+  },
+  createdAt: {
+    type: String,
+    default: '',
+  },
+});
+</script>
+
+<template>
+  <div class="flex items-center gap-2">
+    <Avatar
+      :src="contact?.thumbnail || ''"
+      :name="contact?.name || ''"
+      :size="32"
+      rounded-full
+    />
+    <div class="flex flex-col gap-0.5">
+      <span class="text-sm text-n-slate-12 font-medium capitalize">
+        {{ contact?.name || '—' }}
+      </span>
+      <div
+        class="flex items-center gap-1 text-xs text-n-slate-10 whitespace-nowrap"
+      >
+        <a
+          :href="`/app/accounts/${$route.params.accountId}/conversations/${conversationId}`"
+          class="flex items-center text-xs gap-0.5 hover:text-n-brand hover:underline"
+          target="_blank"
+          rel="noopener noreferrer nofollow"
+        >
+          <span>#{{ conversationId }}</span>
+        </a>
+        <span>·</span>
+        <span :title="createdAt">{{ createdAgo }}</span>
+      </div>
+    </div>
+  </div>
+</template>

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

@@ -0,0 +1,32 @@
+<script setup>
+defineProps({
+  title: {
+    type: String,
+    required: true,
+  },
+  description: {
+    type: String,
+    default: '',
+  },
+  icon: {
+    type: String,
+    default: 'i-lucide-message-square-off',
+  },
+});
+</script>
+
+<template>
+  <div class="flex flex-col items-center justify-center py-16 px-6 text-center">
+    <div
+      class="size-16 rounded-full bg-n-alpha-2 flex items-center justify-center mb-4"
+    >
+      <i :class="icon" class="size-8 text-n-slate-10" />
+    </div>
+    <h3 class="text-base font-medium text-n-slate-12 mb-1">
+      {{ title }}
+    </h3>
+    <p v-if="description" class="text-sm text-n-slate-10 max-w-sm">
+      {{ description }}
+    </p>
+  </div>
+</template>

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

@@ -0,0 +1,162 @@
+<script setup>
+import { ref, computed } from 'vue';
+import { useI18n } from 'vue-i18n';
+import { useStore } from 'vuex';
+import { useAlert } from 'dashboard/composables';
+import { useAccount } from 'dashboard/composables/useAccount';
+import { useMessageFormatter } from 'shared/composables/useMessageFormatter';
+import Button from 'dashboard/components-next/button/Button.vue';
+import Editor from 'dashboard/components-next/Editor/Editor.vue';
+import CsatReviewNotesPaywall from './CsatReviewNotesPaywall.vue';
+import { dynamicTime } from 'shared/helpers/timeHelper';
+
+const props = defineProps({
+  response: {
+    type: Object,
+    required: true,
+  },
+});
+
+const { t } = useI18n();
+const store = useStore();
+const { isCloudFeatureEnabled, isOnChatwootCloud } = useAccount();
+const { formatMessage } = useMessageFormatter();
+
+const isFeatureEnabled = computed(() =>
+  isCloudFeatureEnabled('csat_review_notes')
+);
+const showPaywall = computed(
+  () => !isFeatureEnabled.value && isOnChatwootCloud.value
+);
+
+const reviewNotes = ref(props.response.csat_review_notes || '');
+const isEditing = ref(!props.response.csat_review_notes);
+const isSaving = ref(false);
+
+const hasExistingReviewNotes = computed(
+  () => !!props.response.csat_review_notes
+);
+
+const hasChanges = computed(
+  () => reviewNotes.value !== (props.response.csat_review_notes || '')
+);
+
+const startEditing = () => {
+  isEditing.value = true;
+};
+
+const cancelEditing = () => {
+  reviewNotes.value = props.response.csat_review_notes || '';
+  if (hasExistingReviewNotes.value) {
+    isEditing.value = false;
+  }
+};
+
+const saveReviewNotes = async () => {
+  isSaving.value = true;
+  try {
+    await store.dispatch('csat/update', {
+      id: props.response.id,
+      reviewNotes: reviewNotes.value,
+    });
+    useAlert(t('CSAT_REPORTS.REVIEW_NOTES.SAVED'));
+    isEditing.value = false;
+  } catch {
+    useAlert(t('CSAT_REPORTS.REVIEW_NOTES.SAVE_ERROR'));
+  } finally {
+    isSaving.value = false;
+  }
+};
+</script>
+
+<template>
+  <div class="py-4 px-5 border-t border-n-container bg-n-background">
+    <CsatReviewNotesPaywall v-if="showPaywall" />
+    <div v-else-if="isFeatureEnabled" class="flex flex-col gap-3">
+      <div class="flex items-start gap-4">
+        <div
+          class="flex items-center gap-1.5 text-n-slate-11 shrink-0 w-36 pt-3"
+        >
+          <i class="i-lucide-notebook-pen size-4" />
+          <span class="text-sm font-medium">
+            {{ $t('CSAT_REPORTS.REVIEW_NOTES.TITLE') }}
+          </span>
+        </div>
+
+        <div class="flex-1 max-w-2xl">
+          <div
+            v-if="hasExistingReviewNotes && !isEditing"
+            class="group flex items-start gap-2 py-2 px-3 rounded-lg hover:bg-n-slate-2 dark:hover:bg-n-solid-3 cursor-pointer transition-colors"
+            @click.stop="startEditing"
+          >
+            <p
+              v-dompurify-html="formatMessage(response.csat_review_notes || '')"
+              class="flex-1 text-sm text-n-slate-12 prose-sm prose-p:text-sm prose-p:leading-relaxed prose-p:mb-1 prose-p:mt-0"
+            />
+            <i
+              class="i-lucide-pencil size-4 text-n-slate-10 opacity-0 group-hover:opacity-100 transition-opacity shrink-0 mt-0.5"
+            />
+          </div>
+
+          <div
+            v-else
+            class="flex flex-col gap-3 [&_.ProseMirror]:min-h-32 [&_.ProseMirror]:max-h-64 [&_.ProseMirror-menubar]:!mt-0"
+            @click.stop
+          >
+            <Editor
+              v-model="reviewNotes"
+              :placeholder="$t('CSAT_REPORTS.REVIEW_NOTES.PLACEHOLDER')"
+              :show-character-count="false"
+              :enable-canned-responses="false"
+              focus-on-mount
+            >
+              <template #actions>
+                <div class="flex items-center gap-2 py-2">
+                  <Button
+                    v-if="hasExistingReviewNotes"
+                    variant="ghost"
+                    size="xs"
+                    :label="$t('CSAT_REPORTS.REVIEW_NOTES.CANCEL')"
+                    @click.stop="cancelEditing"
+                  />
+                  <Button
+                    :label="$t('CSAT_REPORTS.REVIEW_NOTES.SAVE')"
+                    :disabled="!hasChanges || isSaving"
+                    :loading="isSaving"
+                    size="xs"
+                    @click.stop="saveReviewNotes"
+                  />
+                </div>
+              </template>
+            </Editor>
+          </div>
+        </div>
+      </div>
+
+      <div
+        v-if="
+          hasExistingReviewNotes &&
+          !isEditing &&
+          response.review_notes_updated_by
+        "
+        class="flex items-center gap-4"
+      >
+        <div class="flex items-center gap-1.5 text-n-slate-11 shrink-0 w-36">
+          <i class="i-lucide-user-pen size-4" />
+          <span class="text-sm font-medium">
+            {{ $t('CSAT_REPORTS.REVIEW_NOTES.UPDATED_BY_LABEL') }}
+          </span>
+        </div>
+        <div class="flex items-center gap-1 flex-1 max-w-2xl px-3">
+          <span class="text-sm text-n-slate-12">
+            {{ response.review_notes_updated_by.name }}
+          </span>
+          <span class="text-n-slate-10">·</span>
+          <span class="text-sm text-n-slate-10">
+            {{ dynamicTime(response.review_notes_updated_at) }}
+          </span>
+        </div>
+      </div>
+    </div>
+  </div>
+</template>

app/javascript/dashboard/routes/dashboard/settings/reports/components/CsatMetricCard.story.vue

@@ -0,0 +1,53 @@
+<script setup>
+import CsatMetricCard from './CsatMetricCard.vue';
+</script>
+
+<!-- eslint-disable vue/no-bare-strings-in-template -->
+<!-- eslint-disable vue/no-undef-components -->
+<template>
+  <Story
+    title="Components/Reports/CsatMetricCard"
+    :layout="{ type: 'grid', width: '400px' }"
+  >
+    <Variant title="Default">
+      <div class="p-4 bg-n-background">
+        <CsatMetricCard
+          label="Total Responses"
+          tooltip="Total number of responses received"
+          value="1,234"
+        />
+      </div>
+    </Variant>
+
+    <Variant title="Percentage Value">
+      <div class="p-4 bg-n-background">
+        <CsatMetricCard
+          label="Satisfaction Score"
+          tooltip="Percentage of positive responses"
+          value="85%"
+        />
+      </div>
+    </Variant>
+
+    <Variant title="Loading State">
+      <div class="p-4 bg-n-background">
+        <CsatMetricCard
+          label="Response Rate"
+          tooltip="Percentage of conversations with responses"
+          value="0"
+          is-loading
+        />
+      </div>
+    </Variant>
+
+    <Variant title="Zero Value">
+      <div class="p-4 bg-n-background">
+        <CsatMetricCard
+          label="Total Responses"
+          tooltip="Total number of responses received"
+          value="0"
+        />
+      </div>
+    </Variant>
+  </Story>
+</template>

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

@@ -0,0 +1,41 @@
+<script setup>
+defineProps({
+  label: {
+    type: String,
+    required: true,
+  },
+  tooltip: {
+    type: String,
+    required: true,
+  },
+  value: {
+    type: [String, Number],
+    required: true,
+  },
+  isLoading: {
+    type: Boolean,
+    default: false,
+  },
+});
+</script>
+
+<template>
+  <div class="flex flex-col gap-2 items-start justify-center min-w-[10rem]">
+    <span
+      class="inline-flex items-center gap-1 text-sm font-medium text-n-slate-11"
+    >
+      {{ label }}
+      <span
+        v-tooltip.right="tooltip"
+        class="i-lucide-info flex flex-shrink-0 text-n-slate-10 size-3.5"
+      />
+    </span>
+    <div
+      v-if="isLoading"
+      class="w-16 h-8 rounded-md bg-n-slate-3 animate-pulse"
+    />
+    <span v-else class="text-2xl font-medium text-n-slate-12">
+      {{ value }}
+    </span>
+  </div>
+</template>

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

@@ -1,135 +1,63 @@
-<script>
-import { mapGetters } from 'vuex';
-import CsatMetricCard from './ReportMetricCard.vue';
-import { CSAT_RATINGS } from 'shared/constants/messages';
-import BarChart from 'shared/components/charts/BarChart.vue';
+<script setup>
+import { computed } from 'vue';
+import { useMapGetter } from 'dashboard/composables/store';
+import CsatMetricCard from './CsatMetricCard.vue';
+import CsatRatingDistribution from './CsatRatingDistribution.vue';
 
-export default {
-  components: { BarChart, CsatMetricCard },
-  props: {
-    filters: {
-      type: Object,
-      required: true,
-    },
-  },
-  data() {
-    return {
-      csatRatings: CSAT_RATINGS,
-    };
-  },
-  computed: {
-    ...mapGetters({
-      metrics: 'csat/getMetrics',
-      ratingPercentage: 'csat/getRatingPercentage',
-      satisfactionScore: 'csat/getSatisfactionScore',
-      responseRate: 'csat/getResponseRate',
-    }),
-    ratingFilterEnabled() {
-      return Boolean(this.filters.rating);
-    },
-    chartData() {
-      const sortedRatings = [...CSAT_RATINGS].sort((a, b) => b.value - a.value);
-      return {
-        labels: ['Rating'],
-        datasets: sortedRatings.map(rating => ({
-          label: rating.emoji,
-          data: [this.ratingPercentage[rating.value]],
-          backgroundColor: rating.color,
-        })),
-      };
-    },
-    responseCount() {
-      return this.metrics.totalResponseCount
-        ? this.metrics.totalResponseCount.toLocaleString()
-        : '--';
-    },
-    chartOptions() {
-      return {
-        indexAxis: 'y',
-        responsive: true,
-        plugins: {
-          legend: {
-            display: false,
-          },
-          title: {
-            display: false,
-          },
-          tooltip: {
-            enabled: false,
-          },
-        },
-        scales: {
-          x: {
-            display: false,
-            stacked: true,
-          },
-          y: {
-            display: false,
-            stacked: true,
-          },
-        },
-      };
-    },
-  },
-  methods: {
-    formatToPercent(value) {
-      return value ? `${value}%` : '--';
-    },
-    ratingToEmoji(value) {
-      return CSAT_RATINGS.find(rating => rating.value === Number(value)).emoji;
-    },
-  },
-};
+const metrics = useMapGetter('csat/getMetrics');
+const ratingPercentage = useMapGetter('csat/getRatingPercentage');
+const ratingCount = useMapGetter('csat/getRatingCount');
+const satisfactionScore = useMapGetter('csat/getSatisfactionScore');
+const responseRate = useMapGetter('csat/getResponseRate');
+const uiFlags = useMapGetter('csat/getUIFlags');
+
+const isLoading = computed(() => uiFlags.value.isFetchingMetrics);
+
+const responseCount = computed(() =>
+  metrics.value.totalResponseCount
+    ? metrics.value.totalResponseCount.toLocaleString()
+    : '0'
+);
+
+const formatPercent = value => (value ? `${value}%` : '0%');
 </script>
 
-<!-- eslint-disable vue/no-unused-refs -->
-<!-- Added ref for writing specs -->
 <template>
-  <div
-    class="flex-col lg:flex-row flex flex-wrap mx-0 shadow outline-1 outline outline-n-container rounded-xl bg-n-solid-2 px-6 py-8 gap-4"
-  >
-    <CsatMetricCard
-      :label="$t('CSAT_REPORTS.METRIC.TOTAL_RESPONSES.LABEL')"
-      :info-text="$t('CSAT_REPORTS.METRIC.TOTAL_RESPONSES.TOOLTIP')"
-      :value="responseCount"
-      class="xs:w-full sm:max-w-[50%] lg:w-1/6 lg:max-w-[16%]"
-    />
-    <CsatMetricCard
-      :disabled="ratingFilterEnabled"
-      :label="$t('CSAT_REPORTS.METRIC.SATISFACTION_SCORE.LABEL')"
-      :info-text="$t('CSAT_REPORTS.METRIC.SATISFACTION_SCORE.TOOLTIP')"
-      :value="ratingFilterEnabled ? '--' : formatToPercent(satisfactionScore)"
-      class="xs:w-full sm:max-w-[50%] lg:w-1/6 lg:max-w-[16%]"
-    />
-    <CsatMetricCard
-      :label="$t('CSAT_REPORTS.METRIC.RESPONSE_RATE.LABEL')"
-      :info-text="$t('CSAT_REPORTS.METRIC.RESPONSE_RATE.TOOLTIP')"
-      :value="formatToPercent(responseRate)"
-      class="xs:w-full sm:max-w-[50%] lg:w-1/6 lg:max-w-[16%]"
-    />
-
+  <div class="flex flex-col gap-4">
     <div
-      v-if="metrics.totalResponseCount && !ratingFilterEnabled"
-      ref="csatBarChart"
-      class="w-full md:w-1/2 md:max-w-[50%] flex-1 rtl:[direction:initial]"
+      class="flex sm:flex-row flex-col w-full gap-4 sm:gap-14 shadow outline-1 outline outline-n-container rounded-xl bg-n-solid-2 px-6 py-5"
     >
-      <h3
-        class="flex items-center m-0 text-xs font-medium md:text-sm text-n-slate-12"
-      >
-        <div class="flex flex-row-reverse justify-end">
-          <div
-            v-for="(rating, key, index) in ratingPercentage"
-            :key="rating + key + index"
-            class="ltr:pr-4 rtl:pl-4"
-          >
-            <span class="my-0 mx-0.5">{{ ratingToEmoji(key) }}</span>
-            <span>{{ formatToPercent(rating) }}</span>
-          </div>
-        </div>
-      </h3>
-      <div class="mt-2 h-6">
-        <BarChart :collection="chartData" :chart-options="chartOptions" />
-      </div>
+      <CsatMetricCard
+        :label="$t('CSAT_REPORTS.METRIC.TOTAL_RESPONSES.LABEL')"
+        :tooltip="$t('CSAT_REPORTS.METRIC.TOTAL_RESPONSES.TOOLTIP')"
+        :value="responseCount"
+        :is-loading="isLoading"
+      />
+
+      <div class="w-full sm:w-px bg-n-strong" />
+
+      <CsatMetricCard
+        :label="$t('CSAT_REPORTS.METRIC.SATISFACTION_SCORE.LABEL')"
+        :tooltip="$t('CSAT_REPORTS.METRIC.SATISFACTION_SCORE.TOOLTIP')"
+        :value="formatPercent(satisfactionScore)"
+        :is-loading="isLoading"
+      />
+
+      <div class="w-full sm:w-px bg-n-strong" />
+
+      <CsatMetricCard
+        :label="$t('CSAT_REPORTS.METRIC.RESPONSE_RATE.LABEL')"
+        :tooltip="$t('CSAT_REPORTS.METRIC.RESPONSE_RATE.TOOLTIP')"
+        :value="formatPercent(responseRate)"
+        :is-loading="isLoading"
+      />
     </div>
+
+    <CsatRatingDistribution
+      :rating-percentage="ratingPercentage"
+      :rating-count="ratingCount"
+      :total-response-count="metrics.totalResponseCount"
+      :is-loading="isLoading"
+    />
   </div>
 </template>

app/javascript/dashboard/routes/dashboard/settings/reports/components/CsatRatingDistribution.story.vue

@@ -0,0 +1,75 @@
+<script setup>
+import CsatRatingDistribution from './CsatRatingDistribution.vue';
+
+const sampleRatingPercentage = {
+  1: 5,
+  2: 10,
+  3: 15,
+  4: 25,
+  5: 45,
+};
+
+const sampleRatingCount = {
+  1: 50,
+  2: 100,
+  3: 150,
+  4: 250,
+  5: 450,
+};
+
+const emptyRatingPercentage = {
+  1: 0,
+  2: 0,
+  3: 0,
+  4: 0,
+  5: 0,
+};
+
+const emptyRatingCount = {
+  1: 0,
+  2: 0,
+  3: 0,
+  4: 0,
+  5: 0,
+};
+</script>
+
+<!-- eslint-disable vue/no-bare-strings-in-template -->
+<!-- eslint-disable vue/no-undef-components -->
+<template>
+  <Story
+    title="Components/Reports/CsatRatingDistribution"
+    :layout="{ type: 'grid', width: '800px' }"
+  >
+    <Variant title="With Data">
+      <div class="p-4 bg-n-background">
+        <CsatRatingDistribution
+          :rating-percentage="sampleRatingPercentage"
+          :rating-count="sampleRatingCount"
+          :total-response-count="1000"
+        />
+      </div>
+    </Variant>
+
+    <Variant title="Empty State">
+      <div class="p-4 bg-n-background">
+        <CsatRatingDistribution
+          :rating-percentage="emptyRatingPercentage"
+          :rating-count="emptyRatingCount"
+          :total-response-count="0"
+        />
+      </div>
+    </Variant>
+
+    <Variant title="Loading State">
+      <div class="p-4 bg-n-background">
+        <CsatRatingDistribution
+          :rating-percentage="emptyRatingPercentage"
+          :rating-count="emptyRatingCount"
+          :total-response-count="0"
+          is-loading
+        />
+      </div>
+    </Variant>
+  </Story>
+</template>

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

@@ -0,0 +1,101 @@
+<script setup>
+import { computed } from 'vue';
+import { useI18n } from 'vue-i18n';
+import { CSAT_RATINGS } from 'shared/constants/messages';
+
+const props = defineProps({
+  ratingPercentage: {
+    type: Object,
+    default: () => ({}),
+  },
+  ratingCount: {
+    type: Object,
+    default: () => ({}),
+  },
+  totalResponseCount: {
+    type: Number,
+    default: 0,
+  },
+  isLoading: {
+    type: Boolean,
+    default: false,
+  },
+});
+
+const { t } = useI18n();
+
+const sortedRatings = computed(() =>
+  [...CSAT_RATINGS].sort((a, b) => b.value - a.value)
+);
+
+const formatPercent = value => (value ? `${value}%` : '0%');
+
+const getRatingLabel = value => {
+  const rating = CSAT_RATINGS.find(r => r.value === value);
+  return rating ? t(rating.translationKey) : '';
+};
+
+const getRatingCount = value => {
+  return props.ratingCount[value] || 0;
+};
+</script>
+
+<template>
+  <div
+    class="shadow outline-1 outline outline-n-container rounded-xl bg-n-solid-2 px-6 py-5"
+  >
+    <span class="text-sm font-medium text-n-slate-11">
+      {{ $t('CSAT_REPORTS.METRIC.RATING_DISTRIBUTION') }}
+    </span>
+
+    <div v-if="isLoading" class="mt-4">
+      <div class="h-6 w-full rounded-full bg-n-slate-3 animate-pulse" />
+      <div class="flex gap-6 mt-4">
+        <div
+          v-for="n in 5"
+          :key="n"
+          class="h-4 w-20 rounded bg-n-slate-3 animate-pulse"
+        />
+      </div>
+    </div>
+
+    <div v-else class="mt-4">
+      <div
+        v-if="totalResponseCount"
+        class="flex h-6 w-full rounded-full overflow-hidden bg-n-alpha-2"
+      >
+        <div
+          v-for="rating in sortedRatings"
+          :key="rating.value"
+          v-tooltip="
+            `${getRatingLabel(rating.value)}: ${formatPercent(ratingPercentage[rating.value])} (${getRatingCount(rating.value)})`
+          "
+          :style="{
+            width: `${ratingPercentage[rating.value]}%`,
+            backgroundColor: rating.color,
+          }"
+          class="h-full transition-all duration-300 first:rounded-s-full last:rounded-e-full cursor-default"
+        />
+      </div>
+      <div v-else class="h-6 w-full rounded-full bg-n-alpha-2" />
+
+      <div class="flex flex-wrap gap-x-6 gap-y-2 mt-4">
+        <div
+          v-for="rating in sortedRatings"
+          :key="rating.value"
+          class="flex items-center gap-2"
+        >
+          <span class="text-sm text-n-slate-11">
+            {{ getRatingLabel(rating.value) }}
+          </span>
+          <span class="text-sm font-medium text-n-slate-12">
+            {{ formatPercent(ratingPercentage[rating.value]) }}
+          </span>
+          <span class="text-xs text-n-slate-10">
+            ({{ getRatingCount(rating.value) }})
+          </span>
+        </div>
+      </div>
+    </div>
+  </div>
+</template>

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

@@ -0,0 +1,28 @@
+<script setup>
+import { useRouter } from 'vue-router';
+import { useMapGetter } from 'dashboard/composables/store';
+import BasePaywallModal from 'dashboard/routes/dashboard/settings/components/BasePaywallModal.vue';
+
+const router = useRouter();
+const currentAccountId = useMapGetter('getCurrentAccountId');
+
+const goToBillingSettings = () => {
+  router.push({
+    name: 'billing_settings_index',
+    params: { accountId: currentAccountId.value },
+  });
+};
+</script>
+
+<template>
+  <div class="py-4 px-5 bg-n-background">
+    <div class="flex justify-center">
+      <BasePaywallModal
+        feature-prefix="CSAT_REPORTS.REVIEW_NOTES"
+        i18n-key="PAYWALL"
+        is-on-chatwoot-cloud
+        @upgrade="goToBillingSettings"
+      />
+    </div>
+  </div>
+</template>

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

@@ -1,19 +1,19 @@
 <script setup>
-import { defineEmits, computed, h } from 'vue';
+import { ref, computed } from 'vue';
 import { useMapGetter } from 'dashboard/composables/store';
+import { useAccount } from 'dashboard/composables/useAccount';
 import { useI18n } from 'vue-i18n';
 
-// [TODO] Instead of converting the values to their reprentation when building the tableData
-// We should do the change in the cell
 import { messageStamp, dynamicTime } from 'shared/helpers/timeHelper';
 
-// components
-import Table from 'dashboard/components/table/Table.vue';
 import Pagination from 'dashboard/components/table/Pagination.vue';
 import UserAvatarWithName from 'dashboard/components/widgets/UserAvatarWithName.vue';
-import ConversationCell from './ConversationCell.vue';
+import ShowMore from 'dashboard/components/widgets/ShowMore.vue';
+import CsatContactCell from './CsatContactCell.vue';
+import CsatExpandedRow from './CsatExpandedRow.vue';
+import CsatEmptyState from './CsatEmptyState.vue';
+import CsatTableLoader from './CsatTableLoader.vue';
 
-// constants
 import { CSAT_RATINGS } from 'shared/constants/messages';
 
 import {
@@ -31,97 +31,82 @@ const { pageIndex } = defineProps({
 
 const emit = defineEmits(['pageChange']);
 const { t } = useI18n();
-// const isRTL = useMapGetter('accounts/isRTL');
+const { isCloudFeatureEnabled, isOnChatwootCloud } = useAccount();
 const csatResponses = useMapGetter('csat/getCSATResponses');
+
+const isFeatureEnabled = computed(() =>
+  isCloudFeatureEnabled('csat_review_notes')
+);
+const showExpandableRows = computed(
+  () => isFeatureEnabled.value || isOnChatwootCloud.value
+);
 const metrics = useMapGetter('csat/getMetrics');
+const uiFlags = useMapGetter('csat/getUIFlags');
+
+const isLoading = computed(() => uiFlags.value.isFetching);
+
+const expandedRows = ref({});
+
+const toggleRow = id => {
+  expandedRows.value = {
+    ...expandedRows.value,
+    [id]: !expandedRows.value[id],
+  };
+};
+
+const isRowExpanded = id => !!expandedRows.value[id];
 
 const tableData = computed(() => {
   return csatResponses.value.map(response => ({
+    id: response.id,
     contact: response.contact,
     assignedAgent: response.assigned_agent,
     rating: response.rating,
-    feedbackText: response.feedback_message || '---',
+    feedbackText: response.feedback_message || '',
     conversationId: response.conversation_id,
+    csatReviewNotes: response.csat_review_notes,
     createdAgo: dynamicTime(response.created_at),
     createdAt: messageStamp(response.created_at, 'LLL d yyyy, h:mm a'),
+    _original: response,
   }));
 });
 
-const defaultSpanRender = cellProps => {
-  const value = cellProps.getValue() || '---';
-  return h(
-    'span',
-    {
-      class: 'line-clamp-5 break-words max-w-full text-n-slate-12',
-      title: value,
-    },
-    value
-  );
+const getRatingData = rating => {
+  return CSAT_RATINGS.find(r => r.value === rating) || {};
 };
 
 const columnHelper = createColumnHelper();
 
-const columns = computed(() => [
-  columnHelper.accessor('contact', {
-    header: t('CSAT_REPORTS.TABLE.HEADER.CONTACT_NAME'),
-    width: 200,
-    cell: cellProps => {
-      const { contact } = cellProps.row.original;
-      if (contact) {
-        return h(UserAvatarWithName, {
-          user: contact,
-          class: 'max-w-[200px] overflow-hidden',
-        });
-      }
-      return '--';
-    },
-  }),
-  columnHelper.accessor('assignedAgent', {
-    header: t('CSAT_REPORTS.TABLE.HEADER.AGENT_NAME'),
-    width: 200,
-    cell: cellProps => {
-      const { assignedAgent } = cellProps.row.original;
-      if (assignedAgent) {
-        return h(UserAvatarWithName, {
-          user: assignedAgent,
-          class: 'max-w-[200px] overflow-hidden',
-        });
-      }
-      return '--';
-    },
-  }),
-  columnHelper.accessor('rating', {
-    header: t('CSAT_REPORTS.TABLE.HEADER.RATING'),
-    align: 'center',
-    width: 80,
-    cell: cellProps => {
-      const { rating: giveRating } = cellProps.row.original;
-      const [ratingObject = {}] = CSAT_RATINGS.filter(
-        rating => rating.value === giveRating
-      );
+const columns = computed(() => {
+  const baseColumns = [
+    columnHelper.accessor('contact', {
+      header: t('CSAT_REPORTS.TABLE.HEADER.CONTACT_NAME'),
+    }),
+    columnHelper.accessor('rating', {
+      header: t('CSAT_REPORTS.TABLE.HEADER.RATING'),
+      size: 120,
+    }),
+    columnHelper.accessor('feedbackText', {
+      header: t('CSAT_REPORTS.TABLE.HEADER.FEEDBACK_TEXT'),
+      size: 500,
+    }),
+    columnHelper.accessor('assignedAgent', {
+      header: t('CSAT_REPORTS.TABLE.HEADER.HANDLED_BY'),
+      size: 160,
+    }),
+  ];
 
-      return h(
-        'span',
-        {
-          class: ratingObject.emoji
-            ? 'emoji-response text-lg'
-            : 'text-n-slate-10',
-        },
-        ratingObject.emoji || '---'
-      );
-    },
-  }),
-  columnHelper.accessor('feedbackText', {
-    header: t('CSAT_REPORTS.TABLE.HEADER.FEEDBACK_TEXT'),
-    width: 400,
-    cell: defaultSpanRender,
-  }),
-  columnHelper.accessor('conversationId', {
-    header: '',
-    width: 100,
-    cell: cellProps => h(ConversationCell, cellProps),
-  }),
-]);
+  if (showExpandableRows.value) {
+    baseColumns.push(
+      columnHelper.accessor('actions', {
+        header: '',
+        size: 50,
+      })
+    );
+  }
+
+  return baseColumns;
+});
 
 const paginationParams = computed(() => {
   return {
@@ -149,25 +134,124 @@ const table = useVueTable({
     },
   },
   onPaginationChange: updater => {
-    const newPagintaion = updater(paginationParams.value);
-    emit('pageChange', newPagintaion.pageIndex);
+    const newPagination = updater(paginationParams.value);
+    emit('pageChange', newPagination.pageIndex);
   },
 });
 </script>
 
 <template>
   <div
-    class="shadow outline-1 outline outline-n-container rounded-xl bg-n-solid-2 px-6 py-5"
+    class="shadow outline-1 outline outline-n-container rounded-xl bg-n-solid-2 overflow-hidden"
   >
-    <Table :table="table" class="max-h-[calc(100vh-21.875rem)]" />
-    <div
-      v-show="!tableData.length"
-      class="h-48 flex items-center justify-center text-n-slate-12 text-sm"
-    >
-      {{ $t('CSAT_REPORTS.NO_RECORDS') }}
+    <CsatTableLoader v-if="isLoading" />
+
+    <div v-else-if="tableData.length" class="overflow-x-auto">
+      <table class="w-full">
+        <thead class="bg-n-solid-2 border-b border-n-container">
+          <tr>
+            <th
+              v-for="header in table.getFlatHeaders()"
+              :key="header.id"
+              :style="{
+                width: header.getSize() ? `${header.getSize()}px` : 'auto',
+              }"
+              class="text-left py-3 px-5 font-medium text-sm text-n-slate-12"
+            >
+              {{ header.column.columnDef.header }}
+            </th>
+          </tr>
+        </thead>
+        <tbody class="divide-y divide-n-container">
+          <template v-for="row in tableData" :key="row.id">
+            <tr
+              class="group hover:bg-n-slate-2 dark:hover:bg-n-solid-3 transition-colors"
+              :class="{
+                'bg-n-slate-2 dark:bg-n-solid-3': isRowExpanded(row.id),
+                'cursor-pointer': showExpandableRows,
+              }"
+              @click="showExpandableRows && toggleRow(row.id)"
+            >
+              <td class="py-4 px-5">
+                <CsatContactCell
+                  :contact="row.contact"
+                  :conversation-id="row.conversationId"
+                  :created-ago="row.createdAgo"
+                  :created-at="row.createdAt"
+                />
+              </td>
+              <td class="py-4 px-5">
+                <div
+                  class="inline-flex items-center gap-1.5 px-2 py-1 rounded-lg"
+                  :style="{
+                    backgroundColor: `${getRatingData(row.rating).color}20`,
+                  }"
+                >
+                  <span class="text-sm font-medium text-n-slate-12 truncate">
+                    {{ $t(getRatingData(row.rating).translationKey) }}
+                  </span>
+                </div>
+              </td>
+              <td class="py-4 px-5">
+                <span
+                  v-if="!row.feedbackText"
+                  class="text-n-slate-10 italic text-sm"
+                >
+                  {{ $t('CSAT_REPORTS.NO_FEEDBACK') }}
+                </span>
+                <div v-else class="text-sm text-n-slate-12">
+                  <ShowMore :text="row.feedbackText" :limit="100" />
+                </div>
+              </td>
+              <td class="py-4 px-5">
+                <UserAvatarWithName
+                  v-if="row.assignedAgent"
+                  :user="row.assignedAgent"
+                  :size="28"
+                />
+                <span v-else class="text-n-slate-10 text-sm italic">
+                  {{ $t('CSAT_REPORTS.NO_AGENT') }}
+                </span>
+              </td>
+              <td v-if="showExpandableRows" class="py-4 px-5">
+                <div
+                  class="p-1.5 rounded-md text-n-slate-10 group-hover:text-n-slate-12 transition-colors"
+                >
+                  <i
+                    class="size-4 block transition-transform duration-200"
+                    :class="
+                      isRowExpanded(row.id)
+                        ? 'i-lucide-chevron-up'
+                        : 'i-lucide-chevron-down'
+                    "
+                  />
+                </div>
+              </td>
+            </tr>
+            <tr
+              v-if="showExpandableRows && isRowExpanded(row.id)"
+              class="!border-t-0"
+            >
+              <td colspan="5" class="p-0 !border-t-0">
+                <CsatExpandedRow :response="row._original" />
+              </td>
+            </tr>
+          </template>
+        </tbody>
+      </table>
     </div>
-    <div v-if="metrics.totalResponseCount" class="table-pagination">
-      <Pagination class="mt-2" :table="table" />
+
+    <CsatEmptyState
+      v-else
+      :title="$t('CSAT_REPORTS.NO_RECORDS')"
+      :description="$t('CSAT_REPORTS.NO_RECORDS_DESCRIPTION')"
+    />
+
+    <div
+      v-if="metrics.totalResponseCount"
+      class="px-6 py-4 border-t border-n-weak"
+    >
+      <Pagination :table="table" />
     </div>
   </div>
 </template>

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

@@ -0,0 +1,36 @@
+<script setup>
+defineProps({
+  rows: {
+    type: Number,
+    default: 5,
+  },
+});
+</script>
+
+<template>
+  <div class="p-6">
+    <div class="space-y-4">
+      <div class="flex gap-4 pb-3 border-b border-n-weak">
+        <div class="h-4 w-32 rounded bg-n-slate-3 animate-pulse" />
+        <div class="h-4 w-28 rounded bg-n-slate-3 animate-pulse" />
+        <div class="h-4 w-20 rounded bg-n-slate-3 animate-pulse" />
+        <div class="h-4 flex-1 rounded bg-n-slate-3 animate-pulse" />
+        <div class="h-4 w-20 rounded bg-n-slate-3 animate-pulse" />
+      </div>
+
+      <div v-for="n in rows" :key="n" class="flex items-center gap-4 py-3">
+        <div class="flex items-center gap-2 w-48">
+          <div class="size-8 rounded-full bg-n-slate-3 animate-pulse" />
+          <div class="h-4 w-24 rounded bg-n-slate-3 animate-pulse" />
+        </div>
+        <div class="flex items-center gap-2 w-44">
+          <div class="size-8 rounded-full bg-n-slate-3 animate-pulse" />
+          <div class="h-4 w-20 rounded bg-n-slate-3 animate-pulse" />
+        </div>
+        <div class="h-7 w-24 rounded-lg bg-n-slate-3 animate-pulse" />
+        <div class="h-4 flex-1 rounded bg-n-slate-3 animate-pulse" />
+        <div class="h-4 w-16 rounded bg-n-slate-3 animate-pulse" />
+      </div>
+    </div>
+  </div>
+</template>

app/javascript/dashboard/routes/dashboard/settings/reports/components/specs/CSATMetrics.spec.js

@@ -6,7 +6,6 @@ describe('CsatMetrics.vue', () => {
   let getters;
   let store;
   let wrapper;
-  const filters = { rating: 3 };
 
   beforeEach(() => {
     getters = {
@@ -18,8 +17,16 @@ describe('CsatMetrics.vue', () => {
         4: 30,
         5: 10,
       }),
+      'csat/getRatingCount': () => ({
+        1: 10,
+        2: 20,
+        3: 30,
+        4: 30,
+        5: 10,
+      }),
       'csat/getSatisfactionScore': () => 85,
       'csat/getResponseRate': () => 90,
+      'csat/getUIFlags': () => ({ isFetchingMetrics: false }),
     };
 
     store = createStore({
@@ -28,40 +35,31 @@ describe('CsatMetrics.vue', () => {
 
     wrapper = shallowMount(CsatMetrics, {
       global: {
-        plugins: [store], // Ensure the store is injected here
+        plugins: [store],
         mocks: {
-          $t: msg => msg, // mock translation function
+          $t: msg => msg,
         },
         stubs: {
-          CsatMetricCard: '<csat-metric-card/>',
-          BarChart: '<woot-horizontal-bar/>',
+          CsatMetricCard: true,
+          CsatRatingDistribution: true,
         },
       },
-      props: { filters },
     });
   });
 
   it('computes response count correctly', () => {
     expect(wrapper.vm.responseCount).toBe('100');
-    expect(wrapper.html()).toMatchSnapshot();
   });
 
-  it('formats values to percent correctly', () => {
-    expect(wrapper.vm.formatToPercent(85)).toBe('85%');
-    expect(wrapper.vm.formatToPercent(null)).toBe('--');
+  it('renders metric cards with correct values', () => {
+    const metricCards = wrapper.findAllComponents({ name: 'CsatMetricCard' });
+    expect(metricCards).toHaveLength(3);
   });
 
-  it('maps rating value to emoji correctly', () => {
-    const rating = wrapper.vm.csatRatings[0]; // assuming this is { value: 1, emoji: '😡' }
-    expect(wrapper.vm.ratingToEmoji(rating.value)).toBe(rating.emoji);
-  });
-
-  it('hides report card if rating filter is enabled', () => {
-    expect(wrapper.html()).not.toContain('bar-chart-stub');
-  });
-
-  it('shows report card if rating filter is not enabled', async () => {
-    await wrapper.setProps({ filters: {} });
-    expect(wrapper.html()).toContain('bar-chart-stub');
+  it('renders rating distribution component', () => {
+    const distribution = wrapper.findComponent({
+      name: 'CsatRatingDistribution',
+    });
+    expect(distribution.exists()).toBe(true);
   });
 });

app/javascript/dashboard/routes/dashboard/settings/reports/components/specs/__snapshots__/CSATMetrics.spec.js.snap

@@ -1,10 +0,0 @@
-// Vitest Snapshot v1, https://vitest.dev/guide/snapshot.html
-
-exports[`CsatMetrics.vue > computes response count correctly 1`] = `
-"<div class="flex-col lg:flex-row flex flex-wrap mx-0 shadow outline-1 outline outline-n-container rounded-xl bg-n-solid-2 px-6 py-8 gap-4">
-  <csat-metric-card-stub label="CSAT_REPORTS.METRIC.TOTAL_RESPONSES.LABEL" infotext="CSAT_REPORTS.METRIC.TOTAL_RESPONSES.TOOLTIP" disabled="false" class="xs:w-full sm:max-w-[50%] lg:w-1/6 lg:max-w-[16%]" value="100"></csat-metric-card-stub>
-  <csat-metric-card-stub label="CSAT_REPORTS.METRIC.SATISFACTION_SCORE.LABEL" infotext="CSAT_REPORTS.METRIC.SATISFACTION_SCORE.TOOLTIP" disabled="true" class="xs:w-full sm:max-w-[50%] lg:w-1/6 lg:max-w-[16%]" value="--"></csat-metric-card-stub>
-  <csat-metric-card-stub label="CSAT_REPORTS.METRIC.RESPONSE_RATE.LABEL" infotext="CSAT_REPORTS.METRIC.RESPONSE_RATE.TOOLTIP" disabled="false" class="xs:w-full sm:max-w-[50%] lg:w-1/6 lg:max-w-[16%]" value="90%"></csat-metric-card-stub>
-  <!--v-if-->
-</div>"
-`;

app/javascript/dashboard/store/modules/conversations/helpers/filterHelpers.js

@@ -78,7 +78,6 @@ const getValueFromConversation = (conversation, attributeKey) => {
     case 'team_id':
       return conversation.meta?.team?.id;
     case 'browser_language':
-    case 'country_code':
     case 'referer':
       return conversation.additional_attributes?.[attributeKey];
     default:

app/javascript/dashboard/store/modules/csat.js

@@ -82,6 +82,9 @@ export const getters = {
       ),
     };
   },
+  getRatingCount(_state) {
+    return _state.metrics.ratingsCount;
+  },
 };
 
 export const actions = {
@@ -115,6 +118,13 @@ export const actions = {
       });
     });
   },
+  update: async ({ commit }, { id, reviewNotes }) => {
+    const response = await CSATReports.update(id, {
+      csat_review_notes: reviewNotes,
+    });
+    commit(types.UPDATE_CSAT_RESPONSE, response.data);
+    return response.data;
+  },
 };
 
 export const mutations = {
@@ -144,6 +154,7 @@ export const mutations = {
     };
     _state.metrics.totalSentMessagesCount = totalSentMessagesCount || 0;
   },
+  [types.UPDATE_CSAT_RESPONSE]: MutationHelpers.update,
 };
 
 export default {

app/javascript/dashboard/store/modules/reports.js

@@ -234,6 +234,19 @@ export const actions = {
         console.error(error);
       });
   },
+  downloadConversationsSummaryReports(_, reportObj) {
+    return Report.getConversationsSummaryReports(reportObj)
+      .then(response => {
+        downloadCsvFile(reportObj.fileName, response.data);
+        AnalyticsHelper.track(REPORTS_EVENTS.DOWNLOAD_REPORT, {
+          reportType: 'conversations_summary',
+          businessHours: reportObj?.businessHours,
+        });
+      })
+      .catch(error => {
+        console.error(error);
+      });
+  },
   downloadLabelReports(_, reportObj) {
     return Report.getLabelReports(reportObj)
       .then(response => {

app/javascript/dashboard/store/modules/specs/csat/getters.spec.js

@@ -86,4 +86,19 @@ describe('#getters', () => {
       })
     ).toEqual('50.00');
   });
+
+  it('getRatingCount', () => {
+    const state = {
+      metrics: {
+        ratingsCount: { 1: 10, 2: 20, 3: 15, 4: 3, 5: 2 },
+      },
+    };
+    expect(getters.getRatingCount(state)).toEqual({
+      1: 10,
+      2: 20,
+      3: 15,
+      4: 3,
+      5: 2,
+    });
+  });
 });

app/javascript/dashboard/store/modules/specs/reports/actions.spec.js

@@ -201,4 +201,24 @@ describe('#actions', () => {
       );
     });
   });
+
+  describe('#downloadConversationsSummaryReports', () => {
+    it('open CSV download prompt if API is success', async () => {
+      const data = `Conversations,Messages received,Messages sent,Avg first response time,Avg resolution time,Resolution count,Avg customer waiting time
+      217,323,623,23 hours 22 minutes,179 days 18 hours,30,48 days 4 hours`;
+      axios.get.mockResolvedValue({ data });
+      const param = {
+        from: 1631039400,
+        to: 1635013800,
+        fileName: 'conversations-summary-report-24-10-2021.csv',
+      };
+      actions.downloadConversationsSummaryReports(1, param);
+      await flushPromises();
+
+      expect(DownloadHelper.downloadCsvFile).toBeCalledWith(
+        param.fileName,
+        data
+      );
+    });
+  });
 });

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

@@ -241,6 +241,7 @@ export default {
   SET_CSAT_RESPONSE_UI_FLAG: 'SET_CSAT_RESPONSE_UI_FLAG',
   SET_CSAT_RESPONSE: 'SET_CSAT_RESPONSE',
   SET_CSAT_RESPONSE_METRICS: 'SET_CSAT_RESPONSE_METRICS',
+  UPDATE_CSAT_RESPONSE: 'UPDATE_CSAT_RESPONSE',
 
   // Custom Attributes
   SET_CUSTOM_ATTRIBUTE_UI_FLAG: 'SET_CUSTOM_ATTRIBUTE_UI_FLAG',

app/javascript/shared/helpers/FileHelper.js

@@ -1,3 +1,7 @@
+import { getAllowedFileTypesByChannel } from '@chatwoot/utils';
+import { INBOX_TYPES } from 'dashboard/helper/inbox';
+import { ALLOWED_FILE_TYPES } from 'shared/constants/messages';
+
 export const DEFAULT_MAXIMUM_FILE_UPLOAD_SIZE = 40;
 
 export const formatBytes = (bytes, decimals = 2) => {
@@ -31,3 +35,55 @@ export const resolveMaximumFileUploadSize = value => {
 
   return parsedValue;
 };
+
+/**
+ * Validates if a file type is allowed for a specific channel
+ * @param {File} file - The file to validate
+ * @param {Object} options - Validation options
+ * @param {string} options.channelType - The channel type
+ * @param {string} options.medium - The channel medium
+ * @param {string} options.conversationType - The conversation type (for Instagram DM detection)
+ * @param {boolean} options.isInstagramChannel - Whether it's an Instagram channel
+ * @param {boolean} options.isOnPrivateNote - Whether composing a private note (uses broader file type list)
+ * @returns {boolean} - True if file type is allowed, false otherwise
+ */
+export const isFileTypeAllowedForChannel = (file, options = {}) => {
+  if (!file || file.size === 0) return false;
+
+  const {
+    channelType: originalChannelType,
+    medium,
+    conversationType,
+    isInstagramChannel,
+    isOnPrivateNote,
+  } = options;
+
+  // Use broader file types for private notes (matches file picker behavior)
+  const allowedFileTypes = isOnPrivateNote
+    ? ALLOWED_FILE_TYPES
+    : getAllowedFileTypesByChannel({
+        channelType:
+          isInstagramChannel || conversationType === 'instagram_direct_message'
+            ? INBOX_TYPES.INSTAGRAM
+            : originalChannelType,
+        medium,
+      });
+
+  // Convert to array and validate
+  const allowedTypesArray = allowedFileTypes.split(',').map(t => t.trim());
+  const fileExtension = `.${file.name.split('.').pop()}`;
+
+  return allowedTypesArray.some(allowedType => {
+    // Check for exact file extension match
+    if (allowedType === fileExtension) return true;
+
+    // Check for wildcard MIME type (e.g., image/*)
+    if (allowedType.endsWith('/*')) {
+      const prefix = allowedType.slice(0, -2); // Remove '/*'
+      return file.type.startsWith(prefix + '/');
+    }
+
+    // Check for exact MIME type match
+    return allowedType === file.type;
+  });
+};

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

@@ -4,6 +4,7 @@ import {
   fileSizeInMegaBytes,
   checkFileSizeLimit,
   resolveMaximumFileUploadSize,
+  isFileTypeAllowedForChannel,
 } from '../FileHelper';
 
 describe('#File Helpers', () => {
@@ -61,4 +62,187 @@ describe('#File Helpers', () => {
       expect(resolveMaximumFileUploadSize(75)).toBe(75);
     });
   });
+
+  describe('isFileTypeAllowedForChannel', () => {
+    describe('edge cases', () => {
+      it('should return false for null file', () => {
+        expect(isFileTypeAllowedForChannel(null)).toBe(false);
+      });
+
+      it('should return false for undefined file', () => {
+        expect(isFileTypeAllowedForChannel(undefined)).toBe(false);
+      });
+
+      it('should return false for file with zero size', () => {
+        const file = { name: 'test.png', type: 'image/png', size: 0 };
+        expect(isFileTypeAllowedForChannel(file)).toBe(false);
+      });
+    });
+
+    describe('wildcard MIME types', () => {
+      it('should allow image/png when image/* is allowed', () => {
+        const file = { name: 'test.png', type: 'image/png', size: 1000 };
+        expect(
+          isFileTypeAllowedForChannel(file, {
+            channelType: 'Channel::WebWidget',
+          })
+        ).toBe(true);
+      });
+
+      it('should allow image/jpeg when image/* is allowed', () => {
+        const file = { name: 'test.jpg', type: 'image/jpeg', size: 1000 };
+        expect(
+          isFileTypeAllowedForChannel(file, {
+            channelType: 'Channel::WebWidget',
+          })
+        ).toBe(true);
+      });
+
+      it('should allow audio/mp3 when audio/* is allowed', () => {
+        const file = { name: 'test.mp3', type: 'audio/mp3', size: 1000 };
+        expect(
+          isFileTypeAllowedForChannel(file, {
+            channelType: 'Channel::WebWidget',
+          })
+        ).toBe(true);
+      });
+
+      it('should allow video/mp4 when video/* is allowed', () => {
+        const file = { name: 'test.mp4', type: 'video/mp4', size: 1000 };
+        expect(
+          isFileTypeAllowedForChannel(file, {
+            channelType: 'Channel::WebWidget',
+          })
+        ).toBe(true);
+      });
+    });
+
+    describe('exact MIME types', () => {
+      it('should allow application/pdf when explicitly allowed', () => {
+        const file = { name: 'test.pdf', type: 'application/pdf', size: 1000 };
+        expect(
+          isFileTypeAllowedForChannel(file, {
+            channelType: 'Channel::WebWidget',
+          })
+        ).toBe(true);
+      });
+
+      it('should allow text/plain when explicitly allowed', () => {
+        const file = { name: 'test.txt', type: 'text/plain', size: 1000 };
+        expect(
+          isFileTypeAllowedForChannel(file, {
+            channelType: 'Channel::WebWidget',
+          })
+        ).toBe(true);
+      });
+    });
+
+    describe('file extensions', () => {
+      it('should allow .3gpp extension when explicitly allowed', () => {
+        const file = { name: 'test.3gpp', type: '', size: 1000 };
+        expect(
+          isFileTypeAllowedForChannel(file, {
+            channelType: 'Channel::WebWidget',
+          })
+        ).toBe(true);
+      });
+    });
+
+    describe('Instagram special handling', () => {
+      it('should use Instagram rules when isInstagramChannel is true', () => {
+        const file = { name: 'test.png', type: 'image/png', size: 1000 };
+        expect(
+          isFileTypeAllowedForChannel(file, {
+            channelType: 'Channel::WebWidget',
+            isInstagramChannel: true,
+          })
+        ).toBe(true);
+      });
+
+      it('should use Instagram rules when conversationType is instagram_direct_message', () => {
+        const file = { name: 'test.png', type: 'image/png', size: 1000 };
+        expect(
+          isFileTypeAllowedForChannel(file, {
+            channelType: 'Channel::WebWidget',
+            conversationType: 'instagram_direct_message',
+          })
+        ).toBe(true);
+      });
+    });
+
+    describe('disallowed file types', () => {
+      it('should reject executable files', () => {
+        const file = {
+          name: 'malware.exe',
+          type: 'application/x-msdownload',
+          size: 1000,
+        };
+        expect(
+          isFileTypeAllowedForChannel(file, {
+            channelType: 'Channel::WebWidget',
+          })
+        ).toBe(false);
+      });
+
+      it('should reject unsupported file types', () => {
+        const file = {
+          name: 'test.xyz',
+          type: 'application/x-unknown',
+          size: 1000,
+        };
+        expect(
+          isFileTypeAllowedForChannel(file, {
+            channelType: 'Channel::WebWidget',
+          })
+        ).toBe(false);
+      });
+    });
+
+    describe('channel-specific rules', () => {
+      it('should allow WhatsApp-specific file types', () => {
+        const file = { name: 'test.pdf', type: 'application/pdf', size: 1000 };
+        expect(
+          isFileTypeAllowedForChannel(file, {
+            channelType: 'Channel::Whatsapp',
+          })
+        ).toBe(true);
+      });
+
+      it('should allow Twilio WhatsApp-specific file types', () => {
+        const file = { name: 'test.pdf', type: 'application/pdf', size: 1000 };
+        expect(
+          isFileTypeAllowedForChannel(file, {
+            channelType: 'Channel::TwilioSms',
+            medium: 'whatsapp',
+          })
+        ).toBe(true);
+      });
+    });
+
+    describe('private note file types', () => {
+      it('should allow broader file types for private notes', () => {
+        const file = {
+          name: 'test.pdf',
+          type: 'application/pdf',
+          size: 1000,
+        };
+        expect(
+          isFileTypeAllowedForChannel(file, {
+            channelType: 'Channel::Line',
+            isOnPrivateNote: true,
+          })
+        ).toBe(true);
+      });
+
+      it('should allow CSV files in private notes', () => {
+        const file = { name: 'data.csv', type: 'text/csv', size: 1000 };
+        expect(
+          isFileTypeAllowedForChannel(file, {
+            channelType: 'Channel::Line',
+            isOnPrivateNote: true,
+          })
+        ).toBe(true);
+      });
+    });
+  });
 });

app/javascript/widget/App.vue

@@ -82,6 +82,7 @@ export default {
     const { websiteToken, locale, widgetColor } = window.chatwootWebChannel;
     this.setLocale(locale);
     this.setWidgetColor(widgetColor);
+    this.setWidgetColorVariable(widgetColor);
     setHeader(window.authToken);
     if (this.isIFrame) {
       this.registerListeners();
@@ -114,6 +115,14 @@ export default {
       'resetCampaign',
     ]),
     ...mapActions('agent', ['fetchAvailableAgents']),
+    setWidgetColorVariable(widgetColor) {
+      if (widgetColor) {
+        document.documentElement.style.setProperty(
+          '--widget-color',
+          widgetColor
+        );
+      }
+    },
     scrollConversationToBottom() {
       const container = this.$el.querySelector('.conversation-wrap');
       container.scrollTop = container.scrollHeight;

app/javascript/widget/components/ChatInputWrap.vue

@@ -130,7 +130,7 @@ export default {
   <div
     class="items-center flex ltr:pl-3 rtl:pr-3 ltr:pr-2 rtl:pl-2 rounded-[7px] transition-all duration-200 bg-n-background !shadow-[0_0_0_1px,0_0_2px_3px]"
     :class="{
-      '!shadow-n-brand dark:!shadow-n-brand': isFocused,
+      '!shadow-[var(--widget-color,#2781f6)]': isFocused,
       '!shadow-n-strong dark:!shadow-n-strong': !isFocused,
     }"
     @keydown.esc="hideEmojiPicker"

app/jobs/conversations/resolution_job.rb

@@ -16,10 +16,12 @@ class Conversations::ResolutionJob < ApplicationJob
   private
 
   def conversation_scope(account)
-    if account.auto_resolve_ignore_waiting
-      account.conversations.resolvable_not_waiting(account.auto_resolve_after)
-    else
-      account.conversations.resolvable_all(account.auto_resolve_after)
-    end
+    base_scope = if account.auto_resolve_ignore_waiting
+                   account.conversations.resolvable_not_waiting(account.auto_resolve_after)
+                 else
+                   account.conversations.resolvable_all(account.auto_resolve_after)
+                 end
+    # Exclude orphan conversations where contact was deleted but conversation cleanup is pending
+    base_scope.where.not(contact_id: nil)
   end
 end

app/listeners/action_cable_listener.rb

@@ -159,8 +159,11 @@ class ActionCableListener < BaseListener
   end
 
   def contact_deleted(event)
-    contact, account = extract_contact_and_account(event)
-    broadcast(account, [account_token(account)], CONTACT_DELETED, contact.push_event_data)
+    contact_data = event.data[:contact_data]
+    account = Account.find_by(id: contact_data[:account_id])
+    return if account.blank?
+
+    broadcast(account, [account_token(account)], CONTACT_DELETED, contact_data)
   end
 
   def conversation_mentioned(event)

app/models/concerns/conversation_mute_helpers.rb

@@ -2,17 +2,21 @@ module ConversationMuteHelpers
   extend ActiveSupport::Concern
 
   def mute!
+    return unless contact
+
     resolved!
     contact.update(blocked: true)
     create_muted_message
   end
 
   def unmute!
+    return unless contact
+
     contact.update(blocked: false)
     create_unmuted_message
   end
 
   def muted?
-    contact.blocked?
+    contact&.blocked? || false
   end
 end

app/models/contact.rb

@@ -179,11 +179,9 @@ class Contact < ApplicationRecord
   end
 
   def self.resolved_contacts(use_crm_v2: false)
-    if use_crm_v2
-      where(contact_type: 'lead')
-    else
-      where("contacts.email <> '' OR contacts.phone_number <> '' OR contacts.identifier <> ''")
-    end
+    return where(contact_type: 'lead') if use_crm_v2
+
+    where("contacts.email <> '' OR contacts.phone_number <> '' OR contacts.identifier <> ''")
   end
 
   def discard_invalid_attrs
@@ -243,7 +241,13 @@ class Contact < ApplicationRecord
   end
 
   def dispatch_destroy_event
-    Rails.configuration.dispatcher.dispatch(CONTACT_DELETED, Time.zone.now, contact: self)
+    # Pass serialized data instead of ActiveRecord object to avoid DeserializationError
+    # when the async EventDispatcherJob runs after the contact has been deleted
+    Rails.configuration.dispatcher.dispatch(
+      CONTACT_DELETED,
+      Time.zone.now,
+      contact_data: push_event_data.merge(account_id: account_id)
+    )
   end
 end
 Contact.include_mod_with('Concerns::Contact')

app/models/csat_survey_response.rb

@@ -27,6 +27,7 @@ class CsatSurveyResponse < ApplicationRecord
   belongs_to :contact
   belongs_to :message
   belongs_to :assigned_agent, class_name: 'User', optional: true, inverse_of: :csat_survey_responses
+  belongs_to :review_notes_updated_by, class_name: 'User', optional: true
 
   validates :rating, presence: true, inclusion: { in: [1, 2, 3, 4, 5] }
   validates :account_id, presence: true

app/models/inbox.rb

@@ -158,6 +158,10 @@ class Inbox < ApplicationRecord
     channel_type == 'Channel::Whatsapp'
   end
 
+  def twilio_whatsapp?
+    channel_type == 'Channel::TwilioSms' && channel.medium == 'whatsapp'
+  end
+
   def assignable_agents
     (account.users.where(id: members.select(:user_id)) + account.administrators).uniq
   end

app/models/user.rb

@@ -90,6 +90,8 @@ class User < ApplicationRecord
   has_many :assigned_conversations, foreign_key: 'assignee_id', class_name: 'Conversation', dependent: :nullify, inverse_of: :assignee
   alias_attribute :conversations, :assigned_conversations
   has_many :csat_survey_responses, foreign_key: 'assigned_agent_id', dependent: :nullify, inverse_of: :assigned_agent
+  has_many :reviewed_csat_survey_responses, foreign_key: 'review_notes_updated_by_id', class_name: 'CsatSurveyResponse',
+                                            dependent: :nullify, inverse_of: :review_notes_updated_by
   has_many :conversation_participants, dependent: :destroy_async
   has_many :participating_conversations, through: :conversation_participants, source: :conversation
 

app/services/csat_survey_service.rb

@@ -6,6 +6,8 @@ class CsatSurveyService
 
     if whatsapp_channel? && template_available_and_approved?
       send_whatsapp_template_survey
+    elsif inbox.twilio_whatsapp? && twilio_template_available_and_approved?
+      send_twilio_whatsapp_template_survey
     elsif within_messaging_window?
       ::MessageTemplates::Template::CsatSurvey.new(conversation: conversation).perform
     else
@@ -18,7 +20,7 @@ class CsatSurveyService
   delegate :inbox, :contact, to: :conversation
 
   def should_send_csat_survey?
-    conversation_allows_csat? && csat_enabled? && !csat_already_sent?
+    conversation_allows_csat? && csat_enabled? && !csat_already_sent? && csat_allowed_by_survey_rules?
   end
 
   def conversation_allows_csat?
@@ -37,6 +39,37 @@ class CsatSurveyService
     conversation.can_reply?
   end
 
+  def csat_allowed_by_survey_rules?
+    return true unless survey_rules_configured?
+
+    labels = conversation.label_list
+    return true if rule_values.empty?
+
+    case rule_operator
+    when 'contains'
+      rule_values.any? { |label| labels.include?(label) }
+    when 'does_not_contain'
+      rule_values.none? { |label| labels.include?(label) }
+    else
+      true
+    end
+  end
+
+  def survey_rules_configured?
+    return false if csat_config.blank?
+    return false if csat_config['survey_rules'].blank?
+
+    rule_values.any?
+  end
+
+  def rule_operator
+    csat_config.dig('survey_rules', 'operator') || 'contains'
+  end
+
+  def rule_values
+    csat_config.dig('survey_rules', 'values') || []
+  end
+
   def whatsapp_channel?
     inbox.channel_type == 'Channel::Whatsapp'
   end
@@ -45,7 +78,7 @@ class CsatSurveyService
     template_config = inbox.csat_config&.dig('template')
     return false unless template_config
 
-    template_name = template_config['name'] || Whatsapp::CsatTemplateNameService.csat_template_name(inbox.id)
+    template_name = template_config['name'] || CsatTemplateNameService.csat_template_name(inbox.id)
 
     status_result = inbox.channel.provider_service.get_template_status(template_name)
 
@@ -55,9 +88,25 @@ class CsatSurveyService
     false
   end
 
+  def twilio_template_available_and_approved?
+    template_config = inbox.csat_config&.dig('template')
+    return false unless template_config
+
+    content_sid = template_config['content_sid']
+    return false unless content_sid
+
+    template_service = Twilio::CsatTemplateService.new(inbox.channel)
+    status_result = template_service.get_template_status(content_sid)
+
+    status_result[:success] && status_result[:template][:status] == 'approved'
+  rescue StandardError => e
+    Rails.logger.error "Error checking Twilio CSAT template status: #{e.message}"
+    false
+  end
+
   def send_whatsapp_template_survey
     template_config = inbox.csat_config&.dig('template')
-    template_name = template_config['name'] || Whatsapp::CsatTemplateNameService.csat_template_name(inbox.id)
+    template_name = template_config['name'] || CsatTemplateNameService.csat_template_name(inbox.id)
 
     phone_number = conversation.contact_inbox.source_id
     template_info = build_template_info(template_name, template_config)
@@ -95,6 +144,30 @@ class CsatSurveyService
     )
   end
 
+  def csat_config
+    inbox.csat_config || {}
+  end
+
+  def send_twilio_whatsapp_template_survey
+    template_config = inbox.csat_config&.dig('template')
+    content_sid = template_config['content_sid']
+
+    phone_number = conversation.contact_inbox.source_id
+    content_variables = { '1' => conversation.uuid }
+    message = build_csat_message
+
+    send_service = Twilio::SendOnTwilioService.new(message: message)
+    result = send_service.send_csat_template_message(
+      phone_number: phone_number,
+      content_sid: content_sid,
+      content_variables: content_variables
+    )
+
+    message.update!(source_id: result[:message_id]) if result[:success] && result[:message_id].present?
+  rescue StandardError => e
+    Rails.logger.error "Error sending Twilio WhatsApp CSAT template for conversation #{conversation.id}: #{e.message}"
+  end
+
   def create_csat_not_sent_activity_message
     content = I18n.t('conversations.activity.csat.not_sent_due_to_messaging_window')
     activity_message_params = {

app/services/csat_template_management_service.rb

@@ -0,0 +1,196 @@
+class CsatTemplateManagementService
+  DEFAULT_BUTTON_TEXT = 'Please rate us'.freeze
+  DEFAULT_LANGUAGE = 'en'.freeze
+
+  def initialize(inbox)
+    @inbox = inbox
+  end
+
+  def template_status
+    template = @inbox.csat_config&.dig('template')
+    return { template_exists: false } unless template
+
+    if @inbox.twilio_whatsapp?
+      get_twilio_template_status(template)
+    else
+      get_whatsapp_template_status(template)
+    end
+  rescue StandardError => e
+    Rails.logger.error "Error fetching CSAT template status: #{e.message}"
+    { service_error: e.message }
+  end
+
+  def create_template(template_params)
+    validate_template_params!(template_params)
+
+    delete_existing_template_if_needed
+
+    result = create_template_via_provider(template_params)
+    update_inbox_csat_config(result) if result[:success]
+
+    result
+  rescue StandardError => e
+    Rails.logger.error "Error creating CSAT template: #{e.message}"
+    { success: false, service_error: 'Template creation failed' }
+  end
+
+  private
+
+  def validate_template_params!(template_params)
+    raise ActionController::ParameterMissing, 'message' if template_params[:message].blank?
+  end
+
+  def create_template_via_provider(template_params)
+    if @inbox.twilio_whatsapp?
+      create_twilio_template(template_params)
+    else
+      create_whatsapp_template(template_params)
+    end
+  end
+
+  def create_twilio_template(template_params)
+    template_config = build_template_config(template_params)
+    template_service = Twilio::CsatTemplateService.new(@inbox.channel)
+    template_service.create_template(template_config)
+  end
+
+  def create_whatsapp_template(template_params)
+    template_config = build_template_config(template_params)
+    Whatsapp::CsatTemplateService.new(@inbox.channel).create_template(template_config)
+  end
+
+  def build_template_config(template_params)
+    {
+      message: template_params[:message],
+      button_text: template_params[:button_text] || DEFAULT_BUTTON_TEXT,
+      base_url: ENV.fetch('FRONTEND_URL', 'http://localhost:3000'),
+      language: template_params[:language] || DEFAULT_LANGUAGE,
+      template_name: CsatTemplateNameService.csat_template_name(@inbox.id)
+    }
+  end
+
+  def update_inbox_csat_config(result)
+    current_config = @inbox.csat_config || {}
+    template_data = build_template_data_from_result(result)
+    updated_config = current_config.merge('template' => template_data)
+    @inbox.update!(csat_config: updated_config)
+  end
+
+  def build_template_data_from_result(result)
+    if @inbox.twilio_whatsapp?
+      build_twilio_template_data(result)
+    else
+      build_whatsapp_cloud_template_data(result)
+    end
+  end
+
+  def build_twilio_template_data(result)
+    {
+      'friendly_name' => result[:friendly_name],
+      'content_sid' => result[:content_sid],
+      'approval_sid' => result[:approval_sid],
+      'language' => result[:language],
+      'status' => result[:whatsapp_status] || result[:status],
+      'created_at' => Time.current.iso8601
+    }.compact
+  end
+
+  def build_whatsapp_cloud_template_data(result)
+    {
+      'name' => result[:template_name],
+      'template_id' => result[:template_id],
+      'language' => result[:language],
+      'created_at' => Time.current.iso8601
+    }
+  end
+
+  def get_twilio_template_status(template)
+    content_sid = template['content_sid']
+    return { template_exists: false } unless content_sid
+
+    template_service = Twilio::CsatTemplateService.new(@inbox.channel)
+    status_result = template_service.get_template_status(content_sid)
+
+    if status_result[:success]
+      {
+        template_exists: true,
+        friendly_name: template['friendly_name'],
+        content_sid: template['content_sid'],
+        status: status_result[:template][:status],
+        language: template['language']
+      }
+    else
+      {
+        template_exists: false,
+        error: 'Template not found'
+      }
+    end
+  end
+
+  def get_whatsapp_template_status(template)
+    template_name = template['name'] || CsatTemplateNameService.csat_template_name(@inbox.id)
+    status_result = Whatsapp::CsatTemplateService.new(@inbox.channel).get_template_status(template_name)
+
+    if status_result[:success]
+      {
+        template_exists: true,
+        template_name: template_name,
+        status: status_result[:template][:status],
+        template_id: status_result[:template][:id]
+      }
+    else
+      {
+        template_exists: false,
+        error: 'Template not found'
+      }
+    end
+  end
+
+  def delete_existing_template_if_needed
+    template = @inbox.csat_config&.dig('template')
+    return true if template.blank?
+
+    if @inbox.twilio_whatsapp?
+      delete_existing_twilio_template(template)
+    else
+      delete_existing_whatsapp_template(template)
+    end
+  rescue StandardError => e
+    Rails.logger.error "Error during template deletion for inbox #{@inbox.id}: #{e.message}"
+    false
+  end
+
+  def delete_existing_twilio_template(template)
+    content_sid = template['content_sid']
+    return true if content_sid.blank?
+
+    template_service = Twilio::CsatTemplateService.new(@inbox.channel)
+    deletion_result = template_service.delete_template(nil, content_sid)
+
+    if deletion_result[:success]
+      Rails.logger.info "Deleted existing Twilio CSAT template '#{content_sid}' for inbox #{@inbox.id}"
+      true
+    else
+      Rails.logger.warn "Failed to delete existing Twilio CSAT template '#{content_sid}' for inbox #{@inbox.id}: #{deletion_result[:response_body]}"
+      false
+    end
+  end
+
+  def delete_existing_whatsapp_template(template)
+    template_name = template['name']
+    return true if template_name.blank?
+
+    csat_template_service = Whatsapp::CsatTemplateService.new(@inbox.channel)
+    template_status = csat_template_service.get_template_status(template_name)
+    return true unless template_status[:success]
+
+    deletion_result = csat_template_service.delete_template(template_name)
+    if deletion_result[:success]
+      Rails.logger.info "Deleted existing CSAT template '#{template_name}' for inbox #{@inbox.id}"
+      true
+    else
+      Rails.logger.warn "Failed to delete existing CSAT template '#{template_name}' for inbox #{@inbox.id}: #{deletion_result[:response_body]}"
+      false
+    end
+  end
+end

app/services/csat_template_name_service.rb

@@ -1,4 +1,4 @@
-class Whatsapp::CsatTemplateNameService
+class CsatTemplateNameService
   CSAT_BASE_NAME = 'customer_satisfaction_survey'.freeze
 
   # Generates template names like: customer_satisfaction_survey_{inbox_id}_{version_number}

app/services/message_templates/template/csat_survey.rb

@@ -2,8 +2,6 @@ class MessageTemplates::Template::CsatSurvey
   pattr_initialize [:conversation!]
 
   def perform
-    return unless should_send_csat_survey?
-
     ActiveRecord::Base.transaction do
       conversation.messages.create!(csat_survey_message_params)
     end
@@ -13,39 +11,6 @@ class MessageTemplates::Template::CsatSurvey
 
   delegate :contact, :account, :inbox, to: :conversation
 
-  def should_send_csat_survey?
-    return true unless survey_rules_configured?
-
-    labels = conversation.label_list
-
-    return true if rule_values.empty?
-
-    case rule_operator
-    when 'contains'
-      rule_values.any? { |label| labels.include?(label) }
-    when 'does_not_contain'
-      rule_values.none? { |label| labels.include?(label) }
-    else
-      true
-    end
-  end
-
-  def survey_rules_configured?
-    return false if csat_config.blank?
-    return false if csat_config['survey_rules'].blank?
-    return false if rule_values.empty?
-
-    true
-  end
-
-  def rule_operator
-    csat_config.dig('survey_rules', 'operator') || 'contains'
-  end
-
-  def rule_values
-    csat_config.dig('survey_rules', 'values') || []
-  end
-
   def message_content
     return I18n.t('conversations.templates.csat_input_message_body') if csat_config.blank? || csat_config['message'].blank?
 

app/services/twilio/csat_template_api_client.rb

@@ -0,0 +1,68 @@
+class Twilio::CsatTemplateApiClient
+  def initialize(twilio_channel)
+    @twilio_channel = twilio_channel
+  end
+
+  def create_template(request_body)
+    HTTParty.post(
+      "#{api_base_path}/v1/Content",
+      headers: api_headers,
+      body: request_body.to_json
+    )
+  end
+
+  def submit_for_approval(approval_url, template_name, category)
+    request_body = {
+      name: template_name,
+      category: category
+    }
+
+    HTTParty.post(
+      approval_url,
+      headers: api_headers,
+      body: request_body.to_json
+    )
+  end
+
+  def delete_template(content_sid)
+    HTTParty.delete(
+      "#{api_base_path}/v1/Content/#{content_sid}",
+      headers: api_headers
+    )
+  end
+
+  def fetch_template(content_sid)
+    HTTParty.get(
+      "#{api_base_path}/v1/Content/#{content_sid}",
+      headers: api_headers
+    )
+  end
+
+  def fetch_approval_status(content_sid)
+    HTTParty.get(
+      "#{api_base_path}/v1/Content/#{content_sid}/ApprovalRequests",
+      headers: api_headers
+    )
+  end
+
+  private
+
+  def api_headers
+    {
+      'Authorization' => "Basic #{encoded_credentials}",
+      'Content-Type' => 'application/json'
+    }
+  end
+
+  def encoded_credentials
+    if @twilio_channel.api_key_sid.present?
+      Base64.strict_encode64("#{@twilio_channel.api_key_sid}:#{@twilio_channel.auth_token}")
+    else
+      Base64.strict_encode64("#{@twilio_channel.account_sid}:#{@twilio_channel.auth_token}")
+    end
+  end
+
+  def api_base_path
+    'https://content.twilio.com'
+  end
+end

app/services/twilio/csat_template_service.rb

@@ -0,0 +1,204 @@
+class Twilio::CsatTemplateService
+  DEFAULT_BUTTON_TEXT = 'Please rate us'.freeze
+  DEFAULT_LANGUAGE = 'en'.freeze
+  TEMPLATE_CATEGORY = 'UTILITY'.freeze
+  TEMPLATE_STATUS_PENDING = 'PENDING'.freeze
+  TEMPLATE_CONTENT_TYPE = 'twilio/call-to-action'.freeze
+
+  def initialize(twilio_channel)
+    @twilio_channel = twilio_channel
+    @api_client = Twilio::CsatTemplateApiClient.new(twilio_channel)
+  end
+
+  def create_template(template_config)
+    base_name = template_config[:template_name]
+    template_name = generate_template_name(base_name)
+    template_config_with_name = template_config.merge(template_name: template_name)
+
+    request_body = build_template_request_body(template_config_with_name)
+
+    # Step 1: Create template
+    response = @api_client.create_template(request_body)
+
+    return process_template_creation_response(response, template_config_with_name) unless response.success? && response['sid']
+
+    # Step 2: Submit for WhatsApp approval using the approval_create URL
+    approval_url = response.dig('links', 'approval_create')
+
+    if approval_url.present?
+      approval_response = submit_for_whatsapp_approval(approval_url, template_config_with_name[:template_name])
+      process_approval_response(approval_response, response, template_config_with_name)
+    else
+      Rails.logger.warn 'No approval_create URL provided in template creation response'
+      # Fallback if no approval URL provided
+      process_template_creation_response(response, template_config_with_name)
+    end
+  end
+
+  def delete_template(_template_name = nil, content_sid = nil)
+    content_sid ||= current_template_sid_from_config
+    return { success: false, error: 'No template to delete' } unless content_sid
+
+    response = @api_client.delete_template(content_sid)
+    { success: response.success?, response_body: response.body }
+  end
+
+  def get_template_status(content_sid)
+    return { success: false, error: 'No content SID provided' } unless content_sid
+
+    template_response = fetch_template_details(content_sid)
+    return template_response unless template_response[:success]
+
+    approval_response = fetch_approval_status(content_sid)
+    build_template_status_response(content_sid, template_response[:data], approval_response)
+  rescue StandardError => e
+    Rails.logger.error "Error fetching Twilio template status: #{e.message}"
+    { success: false, error: e.message }
+  end
+
+  private
+
+  def fetch_template_details(content_sid)
+    response = @api_client.fetch_template(content_sid)
+
+    if response.success?
+      { success: true, data: response }
+    else
+      Rails.logger.error "Failed to get template details: #{response.code} - #{response.body}"
+      { success: false, error: 'Template not found' }
+    end
+  end
+
+  def fetch_approval_status(content_sid)
+    @api_client.fetch_approval_status(content_sid)
+  end
+
+  def build_template_status_response(content_sid, template_response, approval_response)
+    if approval_response.success? && approval_response['whatsapp']
+      build_approved_template_response(content_sid, template_response, approval_response['whatsapp'])
+    else
+      build_pending_template_response(content_sid, template_response)
+    end
+  end
+
+  def build_approved_template_response(content_sid, template_response, whatsapp_data)
+    {
+      success: true,
+      template: {
+        content_sid: content_sid,
+        friendly_name: whatsapp_data['name'] || template_response['friendly_name'],
+        status: whatsapp_data['status'] || 'pending',
+        language: template_response['language'] || 'en'
+      }
+    }
+  end
+
+  def build_pending_template_response(content_sid, template_response)
+    {
+      success: true,
+      template: {
+        content_sid: content_sid,
+        friendly_name: template_response['friendly_name'],
+        status: 'pending',
+        language: template_response['language'] || 'en'
+      }
+    }
+  end
+
+  def generate_template_name(base_name)
+    current_template_name = current_template_name_from_config
+    CsatTemplateNameService.generate_next_template_name(base_name, @twilio_channel.inbox.id, current_template_name)
+  end
+
+  def current_template_name_from_config
+    @twilio_channel.inbox.csat_config&.dig('template', 'friendly_name')
+  end
+
+  def current_template_sid_from_config
+    @twilio_channel.inbox.csat_config&.dig('template', 'content_sid')
+  end
+
+  def template_exists_in_config?
+    content_sid = current_template_sid_from_config
+    friendly_name = current_template_name_from_config
+
+    content_sid.present? && friendly_name.present?
+  end
+
+  def build_template_request_body(template_config)
+    {
+      friendly_name: template_config[:template_name],
+      language: template_config[:language] || DEFAULT_LANGUAGE,
+      variables: {
+        '1' => '12345' # Example conversation UUID
+      },
+      types: {
+        TEMPLATE_CONTENT_TYPE => {
+          body: template_config[:message],
+          actions: [
+            {
+              type: 'URL',
+              title: template_config[:button_text] || DEFAULT_BUTTON_TEXT,
+              url: "#{template_config[:base_url]}/survey/responses/{{1}}"
+            }
+          ]
+        }
+      }
+    }
+  end
+
+  def submit_for_whatsapp_approval(approval_url, template_name)
+    @api_client.submit_for_approval(approval_url, template_name, TEMPLATE_CATEGORY)
+  end
+
+  def process_template_creation_response(response, template_config = {})
+    if response.success? && response['sid']
+      {
+        success: true,
+        content_sid: response['sid'],
+        friendly_name: template_config[:template_name],
+        language: template_config[:language] || DEFAULT_LANGUAGE,
+        status: TEMPLATE_STATUS_PENDING
+      }
+    else
+      Rails.logger.error "Twilio template creation failed: #{response.code} - #{response.body}"
+      {
+        success: false,
+        error: 'Template creation failed',
+        response_body: response.body
+      }
+    end
+  end
+
+  def process_approval_response(approval_response, creation_response, template_config)
+    if approval_response.success?
+      build_successful_approval_response(approval_response, creation_response, template_config)
+    else
+      build_failed_approval_response(approval_response, creation_response, template_config)
+    end
+  end
+
+  def build_successful_approval_response(approval_response, creation_response, template_config)
+    approval_data = approval_response.parsed_response
+    {
+      success: true,
+      content_sid: creation_response['sid'],
+      friendly_name: template_config[:template_name],
+      language: template_config[:language] || DEFAULT_LANGUAGE,
+      status: TEMPLATE_STATUS_PENDING,
+      approval_sid: approval_data['sid'],
+      whatsapp_status: approval_data.dig('whatsapp', 'status') || TEMPLATE_STATUS_PENDING
+    }
+  end
+
+  def build_failed_approval_response(approval_response, creation_response, template_config)
+    Rails.logger.error "Twilio template approval submission failed: #{approval_response.code} - #{approval_response.body}"
+    {
+      success: true,
+      content_sid: creation_response['sid'],
+      friendly_name: template_config[:template_name],
+      language: template_config[:language] || DEFAULT_LANGUAGE,
+      status: 'created'
+    }
+  end
+end

app/services/twilio/send_on_twilio_service.rb

@@ -1,4 +1,24 @@
 class Twilio::SendOnTwilioService < Base::SendOnChannelService
+  def send_csat_template_message(phone_number:, content_sid:, content_variables: {})
+    send_params = {
+      to: phone_number,
+      content_sid: content_sid
+    }
+
+    send_params[:content_variables] = content_variables.to_json if content_variables.present?
+    send_params[:status_callback] = channel.send(:twilio_delivery_status_index_url) if channel.respond_to?(:twilio_delivery_status_index_url, true)
+
+    # Add messaging service or from number
+    send_params = send_params.merge(channel.send(:send_message_from))
+
+    twilio_message = channel.send(:client).messages.create(**send_params)
+
+    { success: true, message_id: twilio_message.sid }
+  rescue Twilio::REST::TwilioError, Twilio::REST::RestError => e
+    Rails.logger.error "Failed to send Twilio template message: #{e.message}"
+    { success: false, error: e.message }
+  end
+
   private
 
   def channel_class

app/services/whatsapp/csat_template_service.rb

@@ -19,7 +19,7 @@ class Whatsapp::CsatTemplateService
   end
 
   def delete_template(template_name = nil)
-    template_name ||= Whatsapp::CsatTemplateNameService.csat_template_name(@whatsapp_channel.inbox.id)
+    template_name ||= CsatTemplateNameService.csat_template_name(@whatsapp_channel.inbox.id)
     response = HTTParty.delete(
       "#{business_account_path}/message_templates?name=#{template_name}",
       headers: api_headers
@@ -51,7 +51,7 @@ class Whatsapp::CsatTemplateService
 
   def generate_template_name(base_name)
     current_template_name = current_template_name_from_config
-    Whatsapp::CsatTemplateNameService.generate_next_template_name(base_name, @whatsapp_channel.inbox.id, current_template_name)
+    CsatTemplateNameService.generate_next_template_name(base_name, @whatsapp_channel.inbox.id, current_template_name)
   end
 
   def current_template_name_from_config

app/services/whatsapp/providers/whatsapp_cloud_service.rb

@@ -67,7 +67,7 @@ class Whatsapp::Providers::WhatsappCloudService < Whatsapp::Providers::BaseServi
   end
 
   def delete_csat_template(template_name = nil)
-    template_name ||= Whatsapp::CsatTemplateNameService.csat_template_name(whatsapp_channel.inbox.id)
+    template_name ||= CsatTemplateNameService.csat_template_name(whatsapp_channel.inbox.id)
     csat_template_service.delete_template(template_name)
   end
 

app/services/whatsapp/template_processor_service.rb

@@ -20,7 +20,9 @@ class Whatsapp::TemplateProcessorService
 
   def find_template
     channel.message_templates.find do |t|
-      t['name'] == template_params['name'] && t['language'] == template_params['language'] && t['status']&.downcase == 'approved'
+      t['name'] == template_params['name'] &&
+        t['language']&.downcase == template_params['language']&.downcase &&
+        t['status']&.downcase == 'approved'
     end
   end
 

app/views/api/v1/accounts/csat_survey_responses/download.csv.erb

@@ -1,5 +1,5 @@
-<%=
-  CSV.generate_line([
+<%
+  headers = [
     I18n.t('reports.csat.headers.agent_name'),
     I18n.t('reports.csat.headers.rating'),
     I18n.t('reports.csat.headers.feedback'),
@@ -8,24 +8,28 @@
     I18n.t('reports.csat.headers.contact_phone_number'),
     I18n.t('reports.csat.headers.link_to_the_conversation'),
     I18n.t('reports.csat.headers.recorded_at')
-  ])
+  ]
+  headers << I18n.t('reports.csat.headers.review_notes') if ChatwootApp.enterprise?
 -%>
+<%= CSV.generate_line(headers) -%>
 <% @csat_survey_responses.each do |csat_response| %>
 <% assigned_agent = csat_response.assigned_agent %>
 <% contact = csat_response.contact %>
 <% conversation = csat_response.conversation %>
-<%=
-  CSV.generate_line([
+<%
+  row = [
     assigned_agent ? "#{assigned_agent.name} (#{assigned_agent.email})" : nil,
     csat_response.rating,
-    csat_response.feedback_message.present? ? csat_response.feedback_message : nil,
-    contact&.name.present? ? contact&.name: nil,
-    contact&.email.present? ? contact&.email: nil,
-    contact&.phone_number.present? ? contact&.phone_number: nil,
-    conversation ? app_account_conversation_url(account_id: Current.account.id, id: conversation.display_id): nil,
-    csat_response.created_at,
-]).html_safe
+    csat_response.feedback_message.presence,
+    contact&.name.presence,
+    contact&.email.presence,
+    contact&.phone_number.presence,
+    conversation ? app_account_conversation_url(account_id: Current.account.id, id: conversation.display_id) : nil,
+    csat_response.created_at
+  ]
+  row << csat_response.csat_review_notes if ChatwootApp.enterprise?
 -%>
+<%= CSV.generate_line(row).html_safe -%>
 <% end %>
 <%=
   CSV.generate_line([

app/views/api/v1/accounts/csat_survey_responses/update.json.jbuilder

@@ -0,0 +1 @@
+json.partial! 'api/v1/models/csat_survey_response', formats: [:json], resource: @csat_survey_response

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

@@ -1,6 +1,14 @@
 json.id resource.id
 json.rating resource.rating
 json.feedback_message resource.feedback_message
+json.csat_review_notes resource.csat_review_notes
+json.review_notes_updated_at resource.review_notes_updated_at&.to_i
+if resource.review_notes_updated_by
+  json.review_notes_updated_by do
+    json.id resource.review_notes_updated_by.id
+    json.name resource.review_notes_updated_by.name
+  end
+end
 json.account_id resource.account_id
 json.message_id resource.message_id
 if resource.contact

app/views/api/v2/accounts/reports/conversations_summary.csv.erb

@@ -0,0 +1,16 @@
+<%= CSVSafe.generate_line [I18n.t('reports.period', since: Date.strptime(params[:since], '%s'), until: Date.strptime(params[:until], '%s'))] %>
+
+<% headers = [
+  I18n.t('reports.conversation_csv.conversations_count'),
+  I18n.t('reports.conversation_csv.incoming_messages_count'),
+  I18n.t('reports.conversation_csv.outgoing_messages_count'),
+  I18n.t('reports.conversation_csv.avg_first_response_time'),
+  I18n.t('reports.conversation_csv.avg_resolution_time'),
+  I18n.t('reports.conversation_csv.resolution_count'),
+  I18n.t('reports.conversation_csv.avg_customer_waiting_time')
+]
+%>
+<%= CSVSafe.generate_line headers -%>
+<% @report_data.each do |row| %>
+<%= CSVSafe.generate_line row -%>
+<% end %>

config/app.yml

@@ -1,5 +1,5 @@
 shared: &shared
-  version: '4.9.1'
+  version: '4.10.0'
 
 development:
   <<: *shared

config/features.yml

@@ -230,3 +230,7 @@
 - name: channel_tiktok
   display_name: TikTok Channel
   enabled: true
+- name: csat_review_notes
+  display_name: CSAT Review Notes
+  enabled: false
+  premium: true

config/locales/en.yml

@@ -134,6 +134,8 @@ en:
       plan_not_eligible: Top-ups are only available for paid plans. Please upgrade your plan first.
       stripe_customer_not_configured: Stripe customer not configured
       no_payment_method: No payment methods found. Please add a payment method before making a purchase.
+    reports:
+      date_range_too_long: Date range cannot exceed 6 months
   profile:
     mfa:
       enabled: MFA enabled successfully
@@ -170,6 +172,14 @@ en:
       avg_resolution_time: Avg resolution time
       resolution_count: Resolution Count
       avg_customer_waiting_time: Avg customer waiting time
+    conversation_csv:
+      conversations_count: Conversations
+      incoming_messages_count: Messages received
+      outgoing_messages_count: Messages sent
+      avg_first_response_time: Avg first response time
+      avg_resolution_time: Avg resolution time
+      resolution_count: Resolution count
+      avg_customer_waiting_time: Avg customer waiting time
     conversation_traffic_csv:
       timezone: Timezone
     sla_csv:
@@ -192,6 +202,7 @@ en:
         rating: Rating
         feedback: Feedback Comment
         recorded_at: Recorded date
+        review_notes: Review Notes
   notifications:
     notification_title:
       conversation_creation: 'A conversation (#%{display_id}) has been created in %{inbox_name}'

config/routes.rb

@@ -189,6 +189,9 @@ Rails.application.routes.draw do
               get :metrics
               get :download
             end
+            member do
+              patch :update if ChatwootApp.enterprise?
+            end
           end
           resources :applied_slas, only: [:index] do
             collection do
@@ -418,6 +421,7 @@ Rails.application.routes.draw do
               get :team
               get :inbox
               get :label
+              get :channel
             end
           end
           resources :reports, only: [:index] do
@@ -429,6 +433,7 @@ Rails.application.routes.draw do
               get :labels
               get :teams
               get :conversations
+              get :conversations_summary
               get :conversation_traffic
               get :bot_metrics
             end

db/migrate/20260112092041_remove_country_code_from_conversation_filters.rb

@@ -0,0 +1,32 @@
+class RemoveCountryCodeFromConversationFilters < ActiveRecord::Migration[7.1]
+  def up
+    CustomFilter.conversation
+                .where('query::text LIKE ?', '%country_code%')
+                .find_each do |custom_filter|
+      query = custom_filter.query || {}
+      payload = query['payload']
+
+      next unless payload.is_a?(Array)
+
+      updated_payload = payload.reject do |filter|
+        filter.is_a?(Hash) && filter['attribute_key'] == 'country_code'
+      end
+
+      next if updated_payload == payload
+
+      if updated_payload.empty?
+        custom_filter.delete
+        next
+      end
+
+      # rubocop:disable Rails/SkipsModelValidations
+      # we will skip model validation, since we don't want any callbacks running
+      custom_filter.update_columns(query: query.merge('payload' => updated_payload))
+      # rubocop:enable Rails/SkipsModelValidations
+    end
+  end
+
+  def down
+    # no-op: removed filters cannot be restored reliably
+  end
+end

db/migrate/20260114192518_add_internal_observations_to_csat_survey_responses.rb

@@ -0,0 +1,5 @@
+class AddInternalObservationsToCsatSurveyResponses < ActiveRecord::Migration[7.1]
+  def change
+    add_column :csat_survey_responses, :csat_review_notes, :text
+  end
+end

db/migrate/20260114201315_add_observations_audit_to_csat_survey_responses.rb

@@ -0,0 +1,6 @@
+class AddObservationsAuditToCsatSurveyResponses < ActiveRecord::Migration[7.1]
+  def change
+    add_column :csat_survey_responses, :review_notes_updated_at, :datetime
+    add_reference :csat_survey_responses, :review_notes_updated_by, index: true
+  end
+end

db/schema.rb

@@ -10,7 +10,7 @@
 #
 # It's strongly recommended that you check this file into your version control system.
 
-ActiveRecord::Schema[7.1].define(version: 2025_12_29_081141) do
+ActiveRecord::Schema[7.1].define(version: 2026_01_14_201315) do
   # These extensions should be enabled to support this database
   enable_extension "pg_stat_statements"
   enable_extension "pg_trgm"
@@ -733,11 +733,15 @@ ActiveRecord::Schema[7.1].define(version: 2025_12_29_081141) do
     t.bigint "assigned_agent_id"
     t.datetime "created_at", null: false
     t.datetime "updated_at", null: false
+    t.text "csat_review_notes"
+    t.datetime "review_notes_updated_at"
+    t.bigint "review_notes_updated_by_id"
     t.index ["account_id"], name: "index_csat_survey_responses_on_account_id"
     t.index ["assigned_agent_id"], name: "index_csat_survey_responses_on_assigned_agent_id"
     t.index ["contact_id"], name: "index_csat_survey_responses_on_contact_id"
     t.index ["conversation_id"], name: "index_csat_survey_responses_on_conversation_id"
     t.index ["message_id"], name: "index_csat_survey_responses_on_message_id", unique: true
+    t.index ["review_notes_updated_by_id"], name: "index_csat_survey_responses_on_review_notes_updated_by_id"
   end
 
   create_table "custom_attribute_definitions", force: :cascade do |t|

docker/Dockerfile

@@ -2,7 +2,7 @@
 FROM node:24-alpine as node
 FROM ruby:3.4.4-alpine3.21 AS pre-builder
 
-ARG NODE_VERSION="24.12.0"
+ARG NODE_VERSION="24.13.0"
 ARG PNPM_VERSION="10.2.0"
 ENV NODE_VERSION=${NODE_VERSION}
 ENV PNPM_VERSION=${PNPM_VERSION}
@@ -11,7 +11,7 @@ ENV PNPM_VERSION=${PNPM_VERSION}
 # For development docker-compose file overrides ARGS
 ARG BUNDLE_WITHOUT="development:test"
 ENV BUNDLE_WITHOUT ${BUNDLE_WITHOUT}
-ENV BUNDLER_VERSION=2.5.11
+ENV BUNDLER_VERSION=2.5.16
 
 ARG RAILS_SERVE_STATIC_FILES=true
 ENV RAILS_SERVE_STATIC_FILES ${RAILS_SERVE_STATIC_FILES}
@@ -35,7 +35,7 @@ RUN apk update && apk add --no-cache \
   curl \
   xz \
   && mkdir -p /var/app \
-  && gem install bundler
+  && gem install bundler -v "$BUNDLER_VERSION"
 
 COPY --from=node /usr/local/bin/node /usr/local/bin/
 COPY --from=node /usr/local/lib/node_modules /usr/local/lib/node_modules
@@ -98,14 +98,14 @@ RUN rm -rf /gems/ruby/3.4.0/cache/*.gem \
 # final build stage
 FROM ruby:3.4.4-alpine3.21
 
-ARG NODE_VERSION="24.12.0"
+ARG NODE_VERSION="24.13.0"
 ARG PNPM_VERSION="10.2.0"
 ENV NODE_VERSION=${NODE_VERSION}
 ENV PNPM_VERSION=${PNPM_VERSION}
 
 ARG BUNDLE_WITHOUT="development:test"
 ENV BUNDLE_WITHOUT ${BUNDLE_WITHOUT}
-ENV BUNDLER_VERSION=2.5.11
+ENV BUNDLER_VERSION=2.5.16
 
 ARG EXECJS_RUNTIME="Disabled"
 ENV EXECJS_RUNTIME ${EXECJS_RUNTIME}
@@ -128,7 +128,7 @@ RUN apk update && apk add --no-cache \
   imagemagick \
   git \
   vips \
-  && gem install bundler
+  && gem install bundler -v "$BUNDLER_VERSION"
 
 COPY --from=node /usr/local/bin/node /usr/local/bin/
 COPY --from=node /usr/local/lib/node_modules /usr/local/lib/node_modules

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

@@ -0,0 +1,12 @@
+module Enterprise::Api::V1::Accounts::CsatSurveyResponsesController
+  def update
+    @csat_survey_response = Current.account.csat_survey_responses.find(params[:id])
+    authorize @csat_survey_response
+
+    @csat_survey_response.update!(
+      csat_review_notes: params[:csat_review_notes],
+      review_notes_updated_by: Current.user,
+      review_notes_updated_at: Time.current
+    )
+  end
+end

enterprise/app/helpers/captain/chat_generation_recorder.rb

@@ -0,0 +1,47 @@
+module Captain::ChatGenerationRecorder
+  extend ActiveSupport::Concern
+  include Integrations::LlmInstrumentationConstants
+
+  private
+
+  def record_llm_generation(chat, message)
+    return unless valid_llm_message?(message)
+
+    # Create a generation span with model and token info for Langfuse cost calculation.
+    # Note: span duration will be near-zero since we create and end it immediately, but token counts are what Langfuse uses for cost calculation.
+    tracer.in_span("llm.captain.#{feature_name}.generation") do |span|
+      set_generation_span_attributes(span, chat, message)
+    end
+  rescue StandardError => e
+    Rails.logger.warn "Failed to record LLM generation: #{e.message}"
+  end
+
+  # Skip non-LLM messages (e.g., tool results that RubyLLM processes internally).
+  # Check for assistant role rather than token presence - some providers/streaming modes
+  # may not return token counts, but we still want to capture the generation for evals.
+  def valid_llm_message?(message)
+    message.respond_to?(:role) && message.role.to_s == 'assistant'
+  end
+
+  def set_generation_span_attributes(span, chat, message)
+    generation_attributes(chat, message).each do |key, value|
+      span.set_attribute(key, value) if value
+    end
+  end
+
+  def generation_attributes(chat, message)
+    {
+      ATTR_GEN_AI_PROVIDER => determine_provider(model),
+      ATTR_GEN_AI_REQUEST_MODEL => model,
+      ATTR_GEN_AI_REQUEST_TEMPERATURE => temperature,
+      ATTR_GEN_AI_USAGE_INPUT_TOKENS => message.input_tokens,
+      ATTR_GEN_AI_USAGE_OUTPUT_TOKENS => message.respond_to?(:output_tokens) ? message.output_tokens : nil,
+      ATTR_LANGFUSE_OBSERVATION_INPUT => format_input_messages(chat),
+      ATTR_LANGFUSE_OBSERVATION_OUTPUT => message.respond_to?(:content) ? message.content.to_s : nil
+    }
+  end
+
+  def format_input_messages(chat)
+    chat.messages[0...-1].map { |m| { role: m.role.to_s, content: m.content.to_s } }.to_json
+  end
+end

enterprise/app/helpers/captain/chat_helper.rb

@@ -1,6 +1,7 @@
 module Captain::ChatHelper
   include Integrations::LlmInstrumentation
   include Captain::ChatResponseHelper
+  include Captain::ChatGenerationRecorder
 
   def request_chat_completion
     log_chat_completion_request
@@ -42,8 +43,11 @@ module Captain::ChatHelper
   end
 
   def setup_event_handlers(chat)
-    chat.on_new_message { start_llm_turn_span(instrumentation_params(chat)) }
-    chat.on_end_message { |message| end_llm_turn_span(message) }
+    # NOTE: We only use on_end_message to record the generation with token counts.
+    # RubyLLM callbacks fire after chunks arrive, not around the API call, so
+    # span timing won't reflect actual API latency. But Langfuse calculates costs
+    # from model + token counts, so this is sufficient for cost tracking.
+    chat.on_end_message { |message| record_llm_generation(chat, message) }
     chat.on_tool_call { |tool_call| handle_tool_call(tool_call) }
     chat.on_tool_result { |result| handle_tool_result(result) }
 

enterprise/app/policies/enterprise/csat_survey_response_policy.rb

@@ -10,4 +10,8 @@ module Enterprise::CsatSurveyResponsePolicy
   def download?
     @account_user.custom_role&.permissions&.include?('report_manage') || super
   end
+
+  def update?
+    @account_user.administrator? || @account_user.custom_role&.permissions&.include?('report_manage')
+  end
 end

enterprise/app/services/enterprise/billing/handle_stripe_event_service.rb

@@ -22,7 +22,7 @@ class Enterprise::Billing::HandleStripeEventService
   ].freeze
 
   # Additional features available starting with the Business plan
-  BUSINESS_PLAN_FEATURES = %w[sla custom_roles].freeze
+  BUSINESS_PLAN_FEATURES = %w[sla custom_roles csat_review_notes].freeze
 
   # Additional features available only in the Enterprise plan
   ENTERPRISE_PLAN_FEATURES = %w[audit_logs disable_branding saml].freeze