chore: add packages

feat: add linear
feat: add sitemap for help center (#9280 )
2024-04-30 09:13:36 +05:30 · 2024-04-29 13:27:18 +05:30 · 2024-04-26 21:36:39 +05:30 · 2024-04-26 16:02:10 +05:30 · 2024-04-26 15:41:02 +05:30 · 2024-04-25 22:49:10 -07:00
634 changed files with 12094 additions and 3177 deletions
@@ -180,8 +180,6 @@ ANDROID_SHA256_CERT_FINGERPRINT=AC:73:8E:DE:EB:56:EA:CC:10:87:02:A7:65:37:7B:38:
 ## Sentry
 # SENTRY_DSN=

-## LogRocket
-# LOG_ROCKET_PROJECT_ID=xxxxx/some-project

 # MICROSOFT CLARITY
 # MS_CLARITY_TOKEN=xxxxxxxxx
@@ -251,9 +249,6 @@ AZURE_APP_SECRET=
 ## OpenAI key
 # OPENAI_API_KEY=

-# Sentiment analysis model file path
-SENTIMENT_FILE_PATH=
-
 # Housekeeping/Performance related configurations
 # Set to true if you want to remove stale contact inboxes
 # contact_inboxes with no conversation older than 90 days will be removed
@@ -175,9 +175,6 @@ gem 'pgvector'
 # Convert Website HTML to Markdown
 gem 'reverse_markdown'

-# Sentiment analysis
-gem 'informers'
-
 ### Gems required only in specific deployment environments ###
 ##############################################################

@@ -151,7 +151,6 @@ GEM
    base64 (0.1.1)
    bcrypt (3.1.20)
    bindex (0.8.1)
-    blingfire (0.1.8)
    bootsnap (1.16.0)
      msgpack (~> 1.2)
    brakeman (5.4.1)
@@ -316,15 +315,15 @@ GEM
    google-cloud-translate-v3 (0.6.0)
      gapic-common (>= 0.17.1, < 2.a)
      google-cloud-errors (~> 1.0)
-    google-protobuf (3.25.2)
-    google-protobuf (3.25.2-arm64-darwin)
-    google-protobuf (3.25.2-x86_64-darwin)
-    google-protobuf (3.25.2-x86_64-linux)
+    google-protobuf (3.25.3)
+    google-protobuf (3.25.3-arm64-darwin)
+    google-protobuf (3.25.3-x86_64-darwin)
+    google-protobuf (3.25.3-x86_64-linux)
    googleapis-common-protos (1.4.0)
      google-protobuf (~> 3.14)
      googleapis-common-protos-types (~> 1.2)
      grpc (~> 1.27)
-    googleapis-common-protos-types (1.11.0)
+    googleapis-common-protos-types (1.14.0)
      google-protobuf (~> 3.18)
    googleauth (1.5.2)
      faraday (>= 0.17.3, < 3.a)
@@ -335,14 +334,17 @@ GEM
      signet (>= 0.16, < 2.a)
    groupdate (6.2.1)
      activesupport (>= 5.2)
-    grpc (1.54.3)
-      google-protobuf (~> 3.21)
+    grpc (1.62.0)
+      google-protobuf (~> 3.25)
      googleapis-common-protos-types (~> 1.0)
-    grpc (1.54.3-x86_64-darwin)
-      google-protobuf (~> 3.21)
+    grpc (1.62.0-arm64-darwin)
+      google-protobuf (~> 3.25)
      googleapis-common-protos-types (~> 1.0)
-    grpc (1.54.3-x86_64-linux)
-      google-protobuf (~> 3.21)
+    grpc (1.62.0-x86_64-darwin)
+      google-protobuf (~> 3.25)
+      googleapis-common-protos-types (~> 1.0)
+    grpc (1.62.0-x86_64-linux)
+      google-protobuf (~> 3.25)
      googleapis-common-protos-types (~> 1.0)
    haikunator (1.1.1)
    hairtrigger (1.0.0)
@@ -371,10 +373,6 @@ GEM
    image_processing (1.12.2)
      mini_magick (>= 4.9.5, < 5)
      ruby-vips (>= 2.0.17, < 3)
-    informers (0.2.0)
-      blingfire (>= 0.1.7)
-      numo-narray
-      onnxruntime (>= 0.5.1)
    io-console (0.6.0)
    irb (1.7.2)
      reline (>= 0.3.6)
@@ -500,7 +498,6 @@ GEM
      racc (~> 1.4)
    nokogiri (1.16.4-x86_64-linux)
      racc (~> 1.4)
-    numo-narray (0.9.2.1)
    oauth (1.1.0)
      oauth-tty (~> 1.0, >= 1.0.1)
      snaky_hash (~> 2.0)
@@ -529,14 +526,6 @@ GEM
    omniauth-rails_csrf_protection (1.0.1)
      actionpack (>= 4.2)
      omniauth (~> 2.0)
-    onnxruntime (0.7.6)
-      ffi
-    onnxruntime (0.7.6-arm64-darwin)
-      ffi
-    onnxruntime (0.7.6-x86_64-darwin)
-      ffi
-    onnxruntime (0.7.6-x86_64-linux)
-      ffi
    openssl (3.1.0)
    orm_adapter (0.5.0)
    os (1.1.4)
@@ -892,7 +881,6 @@ DEPENDENCIES
  hashie
  html2text!
  image_processing
-  informers
  jbuilder
  json_refs
  json_schemer
@@ -6,6 +6,12 @@ class Public::Api::V1::PortalsController < Public::Api::V1::Portals::BaseControl

  def show; end

+  def sitemap
+    @help_center_url = @portal.custom_domain || ChatwootApp.help_center_root
+    # if help_center_url does not contain a protocol, prepend it with https
+    @help_center_url = "https://#{@help_center_url}" unless @help_center_url.include?('://')
+  end
+
  private

  def portal
@@ -37,6 +37,7 @@ class SLAReportsAPI extends ApiClient {
    inbox_id,
    team_id,
    sla_policy_id,
+    label_list,
  } = {}) {
    return axios.get(`${this.url}/download`, {
      params: {
@@ -45,6 +46,7 @@ class SLAReportsAPI extends ApiClient {
        assigned_agent_id,
        inbox_id,
        team_id,
+        label_list,
        sla_policy_id,
      },
    });
@@ -83,6 +83,7 @@ describe('#SLAReports API', () => {
        inbox_id: 1,
        team_id: 1,
        sla_policy_id: 1,
+        label_list: ['label1'],
      });
      expect(axiosMock.get).toHaveBeenCalledWith(
        '/api/v1/applied_slas/download',
@@ -94,6 +95,7 @@ describe('#SLAReports API', () => {
            inbox_id: 1,
            team_id: 1,
            sla_policy_id: 1,
+            label_list: ['label1'],
          },
        }
      );
@@ -40,3 +40,347 @@
 .hide {
  @apply hidden;
 }
+
+@layer base {
+  // scss-lint:disable PropertySortOrder
+  :root {
+    --color-amber-25: 254 253 251;
+    --color-amber-50: 255 249 237;
+    --color-amber-75: 255 243 208;
+    --color-amber-100: 255 236 183;
+    --color-amber-200: 255 224 161;
+    --color-amber-300: 245 208 140;
+    --color-amber-400: 228 187 120;
+    --color-amber-500: 214 163 92;
+    --color-amber-600: 214 163 92;
+    --color-amber-700: 255 186 26;
+    --color-amber-800: 145 89 48;
+    --color-amber-900: 79 52 34;
+
+    --color-ash-100: 235 235 239;
+    --color-ash-200: 228 228 233;
+    --color-ash-25: 252 252 253;
+    --color-ash-300: 221 221 227;
+    --color-ash-400: 211 212 219;
+    --color-ash-50: 249 249 251;
+    --color-ash-500: 185 187 198;
+    --color-ash-600: 139 141 152;
+    --color-ash-700: 126 128 138;
+    --color-ash-75: 242 242 245;
+    --color-ash-800: 96 100 108;
+    --color-ash-900: 28 32 36;
+
+    --color-primary-25: 251 253 255;
+    --color-primary-50: 245 249 255;
+    --color-primary-75: 233 243 255;
+    --color-primary-100: 218 236 255;
+    --color-primary-200: 201 226 255;
+    --color-primary-300: 181 213 255;
+    --color-primary-400: 155 195 252;
+    --color-primary-500: 117 171 247;
+    --color-primary-600: 39 129 246;
+    --color-primary-700: 16 115 233;
+    --color-primary-800: 8 109 224;
+    --color-primary-900: 11 50 101;
+
+    --color-ruby-100: 255 220 225;
+    --color-ruby-200: 255 206 214;
+    --color-ruby-25: 255 252 253;
+    --color-ruby-300: 248 191 200;
+    --color-ruby-400: 239 172 184;
+    --color-ruby-50: 255 247 248;
+    --color-ruby-500: 229 146 163;
+    --color-ruby-600: 229 70 102;
+    --color-ruby-700: 220 59 93;
+    --color-ruby-75: 254 234 237;
+    --color-ruby-800: 202 36 77;
+    --color-ruby-900: 100 23 43;
+
+    --color-teal-100: 224 248 243;
+    --color-teal-200: 204 243 234;
+    --color-teal-25: 250 254 253;
+    --color-teal-300: 184 234 224;
+    --color-teal-400: 161 222 210;
+    --color-teal-50: 243 251 249;
+    --color-teal-500: 83 185 171;
+    --color-teal-600: 18 165 148;
+    --color-teal-700: 13 155 138;
+    --color-teal-75: 236 249 255;
+    --color-teal-800: 0 133 115;
+    --color-teal-900: 13 61 56;
+
+    --color-green-25: 251 254 252;
+    --color-green-50: 244 251 246;
+    --color-green-75: 230 246 235;
+    --color-green-100: 214 241 223;
+    --color-green-200: 196 232 209;
+    --color-green-300: 173 221 192;
+    --color-green-400: 142 206 170;
+    --color-green-500: 91 185 139;
+    --color-green-600: 48 164 108;
+    --color-green-700: 43 154 102;
+    --color-green-800: 33 131 88;
+    --color-green-900: 25 59 45;
+
+    --color-mint-25: 249 254 253;
+    --color-mint-50: 242 251 249;
+    --color-mint-75: 221 249 242;
+    --color-mint-100: 200 244 233;
+    --color-mint-200: 179 236 222;
+    --color-mint-300: 156 224 208;
+    --color-mint-400: 126 207 189;
+    --color-mint-500: 76 187 165;
+    --color-mint-600: 134 234 212;
+    --color-mint-700: 125 224 203;
+    --color-mint-800: 2 120 100;
+    --color-mint-900: 22 67 60;
+
+    --color-sky-25: 249 254 255;
+    --color-sky-50: 241 250 253;
+    --color-sky-75: 225 246 253;
+    --color-sky-100: 209 240 250;
+    --color-sky-200: 190 231 245;
+    --color-sky-300: 169 218 237;
+    --color-sky-400: 141 202 227;
+    --color-sky-500: 96 179 215;
+    --color-sky-600: 124 226 254;
+    --color-sky-700: 116 218 248;
+    --color-sky-800: 0 116 158;
+    --color-sky-900: 29 62 86;
+
+    --color-indigo-25: 253 253 254;
+    --color-indigo-50: 247 249 255;
+    --color-indigo-75: 237 242 254;
+    --color-indigo-100: 225 233 255;
+    --color-indigo-200: 210 222 255;
+    --color-indigo-300: 193 208 255;
+    --color-indigo-400: 171 189 249;
+    --color-indigo-500: 141 164 239;
+    --color-indigo-600: 62 99 221;
+    --color-indigo-700: 51 88 212;
+    --color-indigo-800: 58 91 199;
+    --color-indigo-900: 31 45 92;
+
+    --color-iris-25: 253 253 255;
+    --color-iris-50: 248 248 255;
+    --color-iris-75: 240 241 254;
+    --color-iris-100: 230 231 255;
+    --color-iris-200: 218 220 255;
+    --color-iris-300: 203 205 255;
+    --color-iris-400: 184 186 248;
+    --color-iris-500: 155 158 240;
+    --color-iris-600: 91 91 214;
+    --color-iris-700: 81 81 205;
+    --color-iris-800: 87 83 198;
+    --color-iris-900: 39 41 98;
+
+    --color-violet-25: 253 252 254;
+    --color-violet-50: 250 248 255;
+    --color-violet-75: 244 240 254;
+    --color-violet-100: 235 228 255;
+    --color-violet-200: 225 217 255;
+    --color-violet-300: 212 202 254;
+    --color-violet-400: 194 181 245;
+    --color-violet-500: 170 153 236;
+    --color-violet-600: 110 86 207;
+    --color-violet-700: 101 77 196;
+    --color-violet-800: 101 80 185;
+    --color-violet-900: 47 38 95;
+
+    --color-pink-25: 255 252 254;
+    --color-pink-50: 254 247 251;
+    --color-pink-75: 254 233 245;
+    --color-pink-100: 251 220 239;
+    --color-pink-200: 246 206 231;
+    --color-pink-300: 239 191 221;
+    --color-pink-400: 231 172 208;
+    --color-pink-500: 221 147 194;
+    --color-pink-600: 214 64 159;
+    --color-pink-700: 207 56 151;
+    --color-pink-800: 194 41 138;
+    --color-pink-900: 101 18 73;
+
+    --color-orange-25: 254 252 251;
+    --color-orange-50: 255 247 237;
+    --color-orange-75: 255 239 214;
+    --color-orange-100: 255 223 181;
+    --color-orange-200: 255 209 154;
+    --color-orange-300: 255 193 130;
+    --color-orange-400: 245 174 115;
+    --color-orange-500: 236 148 85;
+    --color-orange-600: 247 107 21;
+    --color-orange-700: 239 95 0;
+    --color-orange-800: 204 78 0;
+    --color-orange-900: 88 45 29;
+  }
+  // scss-lint:disable QualifyingElement
+  body.dark {
+    --color-amber-25: 31 19 0;
+    --color-amber-50: 37 24 4;
+    --color-amber-75: 48 32 11;
+    --color-amber-100: 57 39 15;
+    --color-amber-200: 67 46 18;
+    --color-amber-300: 83 57 22;
+    --color-amber-400: 111 77 29;
+    --color-amber-500: 169 118 42;
+    --color-amber-600: 169 118 42;
+    --color-amber-700: 255 203 71;
+    --color-amber-800: 255 204 77;
+    --color-amber-900: 255 231 179;
+
+    --color-ash-100: 46 48 53;
+    --color-ash-200: 53 55 60;
+    --color-ash-25: 24 24 26;
+    --color-ash-300: 60 63 68;
+    --color-ash-400: 70 75 80;
+    --color-ash-50: 27 27 31;
+    --color-ash-500: 90 97 101;
+    --color-ash-600: 105 110 119;
+    --color-ash-700: 120 127 133;
+    --color-ash-75: 39 40 45;
+    --color-ash-800: 173 177 184;
+    --color-ash-900: 237 238 240;
+
+    --color-primary-25: 10 17 28;
+    --color-primary-50: 15 24 38;
+    --color-primary-75: 15 39 72;
+    --color-primary-100: 10 49 99;
+    --color-primary-200: 18 61 117;
+    --color-primary-300: 29 74 134;
+    --color-primary-400: 40 89 156;
+    --color-primary-500: 48 106 186;
+    --color-primary-600: 39 129 246;
+    --color-primary-700: 21 116 231;
+    --color-primary-800: 126 182 255;
+    --color-primary-900: 205 227 255;
+
+    --color-ruby-100: 78 19 37;
+    --color-ruby-200: 94 26 46;
+    --color-ruby-25: 25 17 19;
+    --color-ruby-300: 111 37 57;
+    --color-ruby-400: 136 52 71;
+    --color-ruby-50: 30 21 23;
+    --color-ruby-500: 179 68 90;
+    --color-ruby-600: 229 70 102;
+    --color-ruby-700: 236 90 114;
+    --color-ruby-75: 58 20 30;
+    --color-ruby-800: 255 148 157;
+    --color-ruby-900: 254 210 225;
+
+    --color-teal-100: 2 59 55;
+    --color-teal-200: 8 72 67;
+    --color-teal-25: 13 21 20;
+    --color-teal-300: 28 105 97;
+    --color-teal-400: 28 105 97;
+    --color-teal-50: 17 28 27;
+    --color-teal-500: 32 126 115;
+    --color-teal-600: 41 163 131;
+    --color-teal-700: 14 179 158;
+    --color-teal-75: 13 45 42;
+    --color-teal-800: 11 216 182;
+    --color-teal-900: 173 240 221;
+
+    --color-green-25: 14 21 18;
+    --color-green-50: 18 27 23;
+    --color-green-75: 19 45 33;
+    --color-green-100: 17 59 41;
+    --color-green-200: 23 73 51;
+    --color-green-300: 32 87 62;
+    --color-green-400: 40 104 74;
+    --color-green-500: 47 124 87;
+    --color-green-600: 48 164 108;
+    --color-green-700: 51 176 116;
+    --color-green-800: 61 214 140;
+    --color-green-900: 177 241 203;
+
+    --color-mint-25: 14 21 21;
+    --color-mint-50: 15 27 27;
+    --color-mint-75: 9 44 43;
+    --color-mint-100: 0 58 56;
+    --color-mint-200: 0 71 68;
+    --color-mint-300: 16 86 80;
+    --color-mint-400: 30 104 95;
+    --color-mint-500: 39 127 112;
+    --color-mint-600: 134 234 212;
+    --color-mint-700: 168 245 229;
+    --color-mint-800: 88 213 186;
+    --color-mint-900: 196 245 225;
+
+    --color-sky-25: 14 21 21;
+    --color-sky-50: 15 27 27;
+    --color-sky-75: 9 44 43;
+    --color-sky-100: 0 58 56;
+    --color-sky-200: 0 71 68;
+    --color-sky-300: 16 86 80;
+    --color-sky-400: 30 104 95;
+    --color-sky-500: 39 127 112;
+    --color-sky-600: 134 234 212;
+    --color-sky-700: 168 245 229;
+    --color-sky-800: 88 213 186;
+    --color-sky-900: 196 245 225;
+
+    --color-indigo-25: 17 19 31;
+    --color-indigo-50: 20 23 38;
+    --color-indigo-75: 24 36 73;
+    --color-indigo-100: 29 46 98;
+    --color-indigo-200: 37 57 116;
+    --color-indigo-300: 48 67 132;
+    --color-indigo-400: 58 79 151;
+    --color-indigo-500: 67 93 177;
+    --color-indigo-600: 62 99 221;
+    --color-indigo-700: 84 114 228;
+    --color-indigo-800: 158 177 255;
+    --color-indigo-900: 214 225 255;
+
+    --color-iris-25: 19 19 30;
+    --color-iris-50: 23 22 37;
+    --color-iris-75: 32 34 72;
+    --color-iris-100: 38 42 101;
+    --color-iris-200: 48 51 116;
+    --color-iris-300: 61 62 130;
+    --color-iris-400: 74 74 149;
+    --color-iris-500: 89 88 177;
+    --color-iris-600: 91 91 214;
+    --color-iris-700: 110 106 222;
+    --color-iris-800: 177 169 255;
+    --color-iris-900: 224 223 254;
+
+    --color-violet-25: 20 18 31;
+    --color-violet-50: 27 21 37;
+    --color-violet-75: 41 31 67;
+    --color-violet-100: 51 37 91;
+    --color-violet-200: 60 46 105;
+    --color-violet-300: 71 56 118;
+    --color-violet-400: 86 70 139;
+    --color-violet-500: 105 88 173;
+    --color-violet-600: 110 86 207;
+    --color-violet-700: 125 102 217;
+    --color-violet-800: 186 167 255;
+    --color-violet-900: 226 221 254;
+
+    --color-pink-25: 25 17 23;
+    --color-pink-50: 33 18 29;
+    --color-pink-75: 55 23 47;
+    --color-pink-100: 75 20 61;
+    --color-pink-200: 89 28 71;
+    --color-pink-300: 105 41 85;
+    --color-pink-400: 131 56 105;
+    --color-pink-500: 168 72 133;
+    --color-pink-600: 214 64 159;
+    --color-pink-700: 222 81 168;
+    --color-pink-800: 255 141 204;
+    --color-pink-900: 253 209 234;
+    --color-orange-25: 23 18 14;
+    --color-orange-50: 30 22 15;
+    --color-orange-75: 51 30 11;
+    --color-orange-100: 70 33 0;
+    --color-orange-200: 86 40 0;
+    --color-orange-300: 102 53 12;
+    --color-orange-400: 126 69 29;
+    --color-orange-500: 163 88 41;
+    --color-orange-600: 247 107 21;
+    --color-orange-700: 255 128 31;
+    --color-orange-800: 255 160 87;
+    --color-orange-900: 255 224 194;
+  }
+}
@@ -185,7 +185,7 @@ import ConversationBasicFilter from './widgets/conversation/ConversationBasicFil
 import ChatTypeTabs from './widgets/ChatTypeTabs.vue';
 import ConversationItem from './ConversationItem.vue';
 import timeMixin from '../mixins/time';
-import eventListenerMixins from 'shared/mixins/eventListenerMixins';
+import keyboardEventListenerMixins from 'shared/mixins/keyboardEventListenerMixins';
 import conversationMixin from '../mixins/conversations';
 import wootConstants from 'dashboard/constants/globals';
 import advancedFilterTypes from './widgets/conversation/advancedFilterItems';
@@ -199,11 +199,6 @@ import uiSettingsMixin from 'dashboard/mixins/uiSettings';
 import languages from 'dashboard/components/widgets/conversation/advancedFilterItems/languages';
 import countries from 'shared/constants/countries';
 import { generateValuesForEditCustomViews } from 'dashboard/helper/customViewsHelper';
-
-import {
-  hasPressedAltAndJKey,
-  hasPressedAltAndKKey,
-} from 'shared/helpers/KeyboardHelpers';
 import { conversationListPageURL } from '../helper/URLHelper';
 import {
  isOnMentionsView,
@@ -228,7 +223,7 @@ export default {
  mixins: [
    timeMixin,
    conversationMixin,
-    eventListenerMixins,
+    keyboardEventListenerMixins,
    alertMixin,
    filterMixin,
    uiSettingsMixin,
@@ -691,30 +686,40 @@ export default {
        lastConversationIndex,
      };
    },
-    handleKeyEvents(e) {
-      if (hasPressedAltAndJKey(e)) {
-        const { allConversations, activeConversationIndex } =
-          this.getKeyboardListenerParams();
-        if (activeConversationIndex === -1) {
-          allConversations[0].click();
-        }
-        if (activeConversationIndex >= 1) {
-          allConversations[activeConversationIndex - 1].click();
-        }
+    handlePreviousConversation() {
+      const { allConversations, activeConversationIndex } =
+        this.getKeyboardListenerParams();
+      if (activeConversationIndex === -1) {
+        allConversations[0].click();
      }
-      if (hasPressedAltAndKKey(e)) {
-        const {
-          allConversations,
-          activeConversationIndex,
-          lastConversationIndex,
-        } = this.getKeyboardListenerParams();
-        if (activeConversationIndex === -1) {
-          allConversations[lastConversationIndex].click();
-        } else if (activeConversationIndex < lastConversationIndex) {
-          allConversations[activeConversationIndex + 1].click();
-        }
+      if (activeConversationIndex >= 1) {
+        allConversations[activeConversationIndex - 1].click();
      }
    },
+    handleNextConversation() {
+      const {
+        allConversations,
+        activeConversationIndex,
+        lastConversationIndex,
+      } = this.getKeyboardListenerParams();
+      if (activeConversationIndex === -1) {
+        allConversations[lastConversationIndex].click();
+      } else if (activeConversationIndex < lastConversationIndex) {
+        allConversations[activeConversationIndex + 1].click();
+      }
+    },
+    getKeyboardEvents() {
+      return {
+        'Alt+KeyJ': {
+          action: () => this.handlePreviousConversation(),
+          allowOnFocusedInput: true,
+        },
+        'Alt+KeyK': {
+          action: () => this.handleNextConversation(),
+          allowOnFocusedInput: true,
+        },
+      };
+    },
    resetAndFetchData() {
      this.appliedFilter = [];
      this.resetBulkActions();
@@ -91,12 +91,7 @@ import { mapGetters } from 'vuex';
 import { mixin as clickaway } from 'vue-clickaway';
 import alertMixin from 'shared/mixins/alertMixin';
 import CustomSnoozeModal from 'dashboard/components/CustomSnoozeModal.vue';
-import eventListenerMixins from 'shared/mixins/eventListenerMixins';
-import {
-  hasPressedAltAndEKey,
-  hasPressedCommandPlusAltAndEKey,
-  hasPressedAltAndMKey,
-} from 'shared/helpers/KeyboardHelpers';
+import keyboardEventListenerMixins from 'shared/mixins/keyboardEventListenerMixins';
 import { findSnoozeTime } from 'dashboard/helper/snoozeHelpers';
 import WootDropdownItem from 'shared/components/ui/dropdown/DropdownItem.vue';
 import WootDropdownMenu from 'shared/components/ui/dropdown/DropdownMenu.vue';
@@ -114,7 +109,7 @@ export default {
    WootDropdownMenu,
    CustomSnoozeModal,
  },
-  mixins: [clickaway, alertMixin, eventListenerMixins],
+  mixins: [clickaway, alertMixin, keyboardEventListenerMixins],
  props: { conversationId: { type: [String, Number], required: true } },
  data() {
    return {
@@ -159,37 +154,52 @@ export default {
    bus.$off(CMD_RESOLVE_CONVERSATION, this.onCmdResolveConversation);
  },
  methods: {
-    async handleKeyEvents(e) {
+    getKeyboardEvents() {
+      return {
+        'Alt+KeyM': {
+          action: () => this.$refs.arrowDownButton?.$el.click(),
+          allowOnFocusedInput: true,
+        },
+        'Alt+KeyE': this.resolveOrToast,
+        '$mod+Alt+KeyE': async event => {
+          const { all, activeIndex, lastIndex } = this.getConversationParams();
+          await this.resolveOrToast();
+
+          if (activeIndex < lastIndex) {
+            all[activeIndex + 1].click();
+          } else if (all.length > 1) {
+            all[0].click();
+            document.querySelector('.conversations-list').scrollTop = 0;
+          }
+
+          event.preventDefault();
+        },
+      };
+    },
+    getConversationParams() {
      const allConversations = document.querySelectorAll(
        '.conversations-list .conversation'
      );
-      if (hasPressedAltAndMKey(e)) {
-        if (this.$refs.arrowDownButton) {
-          this.$refs.arrowDownButton.$el.click();
-        }
-      }
-      if (hasPressedAltAndEKey(e)) {
-        const activeConversation = document.querySelector(
-          'div.conversations-list div.conversation.active'
-        );
-        const activeConversationIndex = [...allConversations].indexOf(
-          activeConversation
-        );
-        const lastConversationIndex = allConversations.length - 1;
-        try {
-          await this.toggleStatus(wootConstants.STATUS_TYPE.RESOLVED);
-        } catch (error) {
-          // error
-        }
-        if (hasPressedCommandPlusAltAndEKey(e)) {
-          if (activeConversationIndex < lastConversationIndex) {
-            allConversations[activeConversationIndex + 1].click();
-          } else if (allConversations.length > 1) {
-            allConversations[0].click();
-            document.querySelector('.conversations-list').scrollTop = 0;
-          }
-          e.preventDefault();
-        }
+
+      const activeConversation = document.querySelector(
+        'div.conversations-list div.conversation.active'
+      );
+      const activeConversationIndex = [...allConversations].indexOf(
+        activeConversation
+      );
+      const lastConversationIndex = allConversations.length - 1;
+
+      return {
+        all: allConversations,
+        activeIndex: activeConversationIndex,
+        lastIndex: lastConversationIndex,
+      };
+    },
+    async resolveOrToast() {
+      try {
+        await this.toggleStatus(wootConstants.STATUS_TYPE.RESOLVED);
+      } catch (error) {
+        // error
      }
    },
    onCmdSnoozeConversation(snoozeType) {
@@ -1,5 +1,5 @@
 <template>
-  <aside class="h-full flex">
+  <aside class="flex h-full">
    <primary-sidebar
      :logo-source="globalConfig.logoThumbnail"
      :installation-name="globalConfig.installationName"
@@ -36,15 +36,7 @@ import alertMixin from 'shared/mixins/alertMixin';

 import PrimarySidebar from './sidebarComponents/Primary.vue';
 import SecondarySidebar from './sidebarComponents/Secondary.vue';
-import {
-  hasPressedAltAndCKey,
-  hasPressedAltAndRKey,
-  hasPressedAltAndSKey,
-  hasPressedAltAndVKey,
-  hasPressedCommandAndForwardSlash,
-  isEscape,
-} from 'shared/helpers/KeyboardHelpers';
-import eventListenerMixins from 'shared/mixins/eventListenerMixins';
+import keyboardEventListenerMixins from 'shared/mixins/keyboardEventListenerMixins';
 import router from '../../routes';

 export default {
@@ -52,7 +44,7 @@ export default {
    PrimarySidebar,
    SecondarySidebar,
  },
-  mixins: [adminMixin, alertMixin, eventListenerMixins],
+  mixins: [adminMixin, alertMixin, keyboardEventListenerMixins],
  props: {
    showSecondarySidebar: {
      type: Boolean,
@@ -173,30 +165,27 @@ export default {
    closeKeyShortcutModal() {
      this.$emit('close-key-shortcut-modal');
    },
-    handleKeyEvents(e) {
-      if (hasPressedCommandAndForwardSlash(e)) {
-        this.toggleKeyShortcutModal();
-      }
-      if (isEscape(e)) {
-        this.closeKeyShortcutModal();
-      }
-
-      if (hasPressedAltAndCKey(e)) {
-        if (!this.isCurrentRouteSameAsNavigation('home')) {
-          router.push({ name: 'home' });
-        }
-      } else if (hasPressedAltAndVKey(e)) {
-        if (!this.isCurrentRouteSameAsNavigation('contacts_dashboard')) {
-          router.push({ name: 'contacts_dashboard' });
-        }
-      } else if (hasPressedAltAndRKey(e)) {
-        if (!this.isCurrentRouteSameAsNavigation('settings_account_reports')) {
-          router.push({ name: 'settings_account_reports' });
-        }
-      } else if (hasPressedAltAndSKey(e)) {
-        if (!this.isCurrentRouteSameAsNavigation('agent_list')) {
-          router.push({ name: 'agent_list' });
-        }
+    getKeyboardEvents() {
+      return {
+        '$mod+Slash': this.toggleKeyShortcutModal,
+        '$mod+Escape': this.closeKeyShortcutModal,
+        'Alt+KeyC': {
+          action: () => this.navigateToRoute('home'),
+        },
+        'Alt+KeyV': {
+          action: () => this.navigateToRoute('contacts_dashboard'),
+        },
+        'Alt+KeyR': {
+          action: () => this.navigateToRoute('account_overview_reports'),
+        },
+        'Alt+KeyS': {
+          action: () => this.navigateToRoute('agent_list'),
+        },
+      };
+    },
+    navigateToRoute(routeName) {
+      if (!this.isCurrentRouteSameAsNavigation(routeName)) {
+        router.push({ name: routeName });
      }
    },
    isCurrentRouteSameAsNavigation(routeName) {
@@ -142,20 +142,13 @@ const settings = accountId => ({
      toStateName: 'settings_applications',
      featureFlag: FEATURE_FLAGS.INTEGRATIONS,
    },
-    {
-      icon: 'credit-card-person',
-      label: 'BILLING',
-      hasSubMenu: false,
-      toState: frontendURL(`accounts/${accountId}/settings/billing`),
-      toStateName: 'billing_settings_index',
-      showOnlyOnCloud: true,
-    },
    {
      icon: 'key',
      label: 'AUDIT_LOGS',
      hasSubMenu: false,
      toState: frontendURL(`accounts/${accountId}/settings/audit-log/list`),
      toStateName: 'auditlogs_list',
+      isEnterpriseOnly: true,
      featureFlag: FEATURE_FLAGS.AUDIT_LOGS,
      beta: true,
    },
@@ -165,9 +158,18 @@ const settings = accountId => ({
      hasSubMenu: false,
      toState: frontendURL(`accounts/${accountId}/settings/sla/list`),
      toStateName: 'sla_list',
+      isEnterpriseOnly: true,
      featureFlag: FEATURE_FLAGS.SLA,
      beta: true,
    },
+    {
+      icon: 'credit-card-person',
+      label: 'BILLING',
+      hasSubMenu: false,
+      toState: frontendURL(`accounts/${accountId}/settings/billing`),
+      toStateName: 'billing_settings_index',
+      showOnlyOnCloud: true,
+    },
  ],
 });

@@ -2,7 +2,7 @@
  <li v-show="isMenuItemVisible" class="mt-1">
    <div v-if="hasSubMenu" class="flex justify-between">
      <span
-        class="text-sm text-slate-700 dark:text-slate-200 font-semibold my-2 px-2 pt-1"
+        class="px-2 pt-1 my-2 text-sm font-semibold text-slate-700 dark:text-slate-200"
      >
        {{ $t(`SIDEBAR.${menuItem.label}`) }}
      </span>
@@ -19,7 +19,7 @@
    </div>
    <router-link
      v-else
-      class="rounded-lg leading-4 font-medium flex items-center p-2 m-0 text-sm text-slate-700 dark:text-slate-100 hover:bg-slate-25 dark:hover:bg-slate-800"
+      class="flex items-center p-2 m-0 text-sm font-medium leading-4 rounded-lg text-slate-700 dark:text-slate-100 hover:bg-slate-25 dark:hover:bg-slate-800"
      :class="computedClass"
      :to="menuItem && menuItem.toState"
    >
@@ -31,7 +31,7 @@
      {{ $t(`SIDEBAR.${menuItem.label}`) }}
      <span
        v-if="showChildCount(menuItem.count)"
-        class="rounded-md text-xxs font-medium mx-1 py-0 px-1"
+        class="px-1 py-0 mx-1 font-medium rounded-md text-xxs"
        :class="{
          'text-slate-300 dark:text-slate-600': isCountZero && !isActiveView,
          'text-slate-600 dark:text-slate-50': !isCountZero && !isActiveView,
@@ -46,13 +46,13 @@
        v-if="menuItem.beta"
        data-view-component="true"
        label="Beta"
-        class="px-1 mx-1 inline-block font-medium leading-4 border border-green-400 text-green-500 rounded-lg text-xxs"
+        class="inline-block px-1 mx-1 font-medium leading-4 text-green-500 border border-green-400 rounded-lg text-xxs"
      >
        {{ $t('SIDEBAR.BETA') }}
      </span>
    </router-link>

-    <ul v-if="hasSubMenu" class="list-none ml-0 mb-0">
+    <ul v-if="hasSubMenu" class="mb-0 ml-0 list-none">
      <secondary-child-nav-item
        v-for="child in menuItem.children"
        :key="child.id"
@@ -94,6 +94,7 @@
 import { mapGetters } from 'vuex';

 import adminMixin from '../../../mixins/isAdmin';
+import configMixin from 'shared/mixins/configMixin';
 import {
  getInboxClassByType,
  getInboxWarningIconClass,
@@ -107,7 +108,7 @@ import {

 export default {
  components: { SecondaryChildNavItem },
-  mixins: [adminMixin],
+  mixins: [adminMixin, configMixin],
  props: {
    menuItem: {
      type: Object,
@@ -132,15 +133,33 @@ export default {
    },
    isMenuItemVisible() {
      if (this.menuItem.globalConfigFlag) {
+        // this checks for the `csmlEditorHost` flag in the global config
+        // if this is present, we toggle the CSML editor menu item
+        // TODO: This is very specific, and can be handled better, fix it
        return !!this.globalConfig[this.menuItem.globalConfigFlag];
      }
+
+      let isFeatureEnabled = true;
+      if (this.menuItem.featureFlag) {
+        isFeatureEnabled = this.isFeatureEnabledonAccount(
+          this.accountId,
+          this.menuItem.featureFlag
+        );
+      }
+
+      if (this.menuItem.isEnterpriseOnly) {
+        if (!this.isEnterprise) return false;
+        return isFeatureEnabled || this.globalConfig.displayManifest;
+      }
+
      if (this.menuItem.featureFlag) {
        return this.isFeatureEnabledonAccount(
          this.accountId,
          this.menuItem.featureFlag
        );
      }
-      return true;
+
+      return isFeatureEnabled;
    },
    isAllConversations() {
      return (
@@ -40,8 +40,7 @@ import AIAssistanceModal from './AIAssistanceModal.vue';
 import adminMixin from 'dashboard/mixins/aiMixin';
 import aiMixin from 'dashboard/mixins/isAdmin';
 import { CMD_AI_ASSIST } from 'dashboard/routes/dashboard/commands/commandBarBusEvents';
-import eventListenerMixins from 'shared/mixins/eventListenerMixins';
-import { buildHotKeys } from 'shared/helpers/KeyboardHelpers';
+import keyboardEventListenerMixins from 'shared/mixins/keyboardEventListenerMixins';
 import uiSettingsMixin from 'dashboard/mixins/uiSettings';
 import AIAssistanceCTAButton from './AIAssistanceCTAButton.vue';

@@ -51,7 +50,7 @@ export default {
    AICTAModal,
    AIAssistanceCTAButton,
  },
-  mixins: [aiMixin, eventListenerMixins, adminMixin, uiSettingsMixin],
+  mixins: [aiMixin, keyboardEventListenerMixins, adminMixin, uiSettingsMixin],
  data: () => ({
    showAIAssistanceModal: false,
    showAICtaModal: false,
@@ -87,14 +86,17 @@ export default {
  },

  methods: {
-    onKeyDownHandler(event) {
-      const keyPattern = buildHotKeys(event);
-      const shouldRevertTheContent =
-        ['meta+z', 'ctrl+z'].includes(keyPattern) && !!this.initialMessage;
-      if (shouldRevertTheContent) {
-        this.$emit('replace-text', this.initialMessage);
-        this.initialMessage = '';
-      }
+    getKeyboardEvents() {
+      return {
+        '$mod+KeyZ': {
+          action: () => {
+            if (this.initialMessage) {
+              this.$emit('replace-text', this.initialMessage);
+              this.initialMessage = '';
+            }
+          },
+        },
+      };
    },
    hideAIAssistanceModal() {
      this.recordAnalytics('DISMISS_AI_SUGGESTION', {
@@ -1,17 +1,17 @@
 <template>
-  <div class="preview-item__wrap flex overflow-auto max-h-[12.5rem]">
+  <div class="flex overflow-auto max-h-[12.5rem]">
    <div
-      v-for="(attachment, index) in attachments"
+      v-for="(attachment, index) in nonRecordedAudioAttachments"
      :key="attachment.id"
      class="preview-item flex items-center p-1 bg-slate-50 dark:bg-slate-800 gap-1 rounded-md w-[15rem] mb-1"
    >
      <div class="max-w-[4rem] flex-shrink-0 w-6 flex items-center">
        <img
          v-if="isTypeImage(attachment.resource)"
-          class="image-thumb"
+          class="object-cover w-6 h-6 rounded-sm"
          :src="attachment.thumb"
        />
-        <span v-else class="w-6 h-6 text-lg relative -top-px text-left">
+        <span v-else class="relative w-6 h-6 text-lg text-left -top-px">
          📄
        </span>
      </div>
@@ -23,73 +23,62 @@
        </span>
      </div>
      <div class="w-[30%] justify-center">
-        <span
-          class="item overflow-hidden text-xs text-ellipsis whitespace-nowrap"
-        >
+        <span class="overflow-hidden text-xs text-ellipsis whitespace-nowrap">
          {{ formatFileSize(attachment.resource) }}
        </span>
      </div>
      <div class="flex items-center justify-center">
        <woot-button
-          v-if="!isTypeAudio(attachment.resource)"
-          class="remove--attachment clear secondary"
+          class="!w-6 !h-6 text-sm rounded-md hover:bg-slate-50 dark:hover:bg-slate-800 clear secondary"
          icon="dismiss"
-          @click="() => onRemoveAttachment(index)"
+          @click="onRemoveAttachment(index)"
        />
      </div>
    </div>
  </div>
 </template>
-<script>
+
+<script setup>
+import { computed } from 'vue';
 import { formatBytes } from 'shared/helpers/FileHelper';
-export default {
-  props: {
-    attachments: {
-      type: Array,
-      default: () => [],
-    },
-    removeAttachment: {
-      type: Function,
-      default: () => {},
-    },
-  },
-  methods: {
-    onRemoveAttachment(index) {
-      this.removeAttachment(index);
-    },
-    formatFileSize(file) {
-      const size = file.byte_size || file.size;
-      return formatBytes(size, 0);
-    },
-    isTypeImage(file) {
-      const type = file.content_type || file.type;
-      return type.includes('image');
-    },
-    isTypeAudio(file) {
-      const type = file.content_type || file.type;
-      return type.includes('audio');
-    },
-    fileName(file) {
-      return file.filename || file.name;
-    },
+
+const props = defineProps({
+  attachments: {
+    type: Array,
+    default: () => [],
  },
+});
+
+const emits = defineEmits(['remove-attachment']);
+
+const nonRecordedAudioAttachments = computed(() => {
+  return props.attachments.filter(attachment => !attachment?.isRecordedAudio);
+});
+
+const recordedAudioAttachments = computed(() =>
+  props.attachments.filter(attachment => attachment.isRecordedAudio)
+);
+
+const onRemoveAttachment = itemIndex => {
+  emits(
+    'remove-attachment',
+    nonRecordedAudioAttachments.value
+      .filter((_, index) => index !== itemIndex)
+      .concat(recordedAudioAttachments.value)
+  );
+};
+
+const formatFileSize = file => {
+  const size = file.byte_size || file.size;
+  return formatBytes(size, 0);
+};
+
+const isTypeImage = file => {
+  const type = file.content_type || file.type;
+  return type.includes('image');
+};
+
+const fileName = file => {
+  return file.filename || file.name;
 };
 </script>
-<style lang="scss" scoped>
-.image-thumb {
-  @apply w-6 h-6 object-cover rounded-sm;
-}
-
-.file-name-wrap,
-.file-size-wrap {
-  @apply flex items-center py-0 px-1;
-
-  > .item {
-    @apply m-0 overflow-hidden text-xs font-medium;
-  }
-}
-
-.remove--attachment {
-  @apply w-6 h-6 rounded-md text-sm cursor-pointer hover:bg-slate-50 dark:hover:bg-slate-800;
-}
-</style>
@@ -10,11 +10,10 @@
 </template>
 <script>
 import wootConstants from 'dashboard/constants/globals';
-import eventListenerMixins from 'shared/mixins/eventListenerMixins';
-import { hasPressedAltAndNKey } from 'shared/helpers/KeyboardHelpers';
+import keyboardEventListenerMixins from 'shared/mixins/keyboardEventListenerMixins';

 export default {
-  mixins: [eventListenerMixins],
+  mixins: [keyboardEventListenerMixins],
  props: {
    items: {
      type: Array,
@@ -31,14 +30,18 @@ export default {
    },
  },
  methods: {
-    handleKeyEvents(e) {
-      if (hasPressedAltAndNKey(e)) {
-        if (this.activeTab === wootConstants.ASSIGNEE_TYPE.ALL) {
-          this.onTabChange(0);
-        } else {
-          this.onTabChange(this.activeTabIndex + 1);
-        }
-      }
+    getKeyboardEvents() {
+      return {
+        'Alt+KeyN': {
+          action: () => {
+            if (this.activeTab === wootConstants.ASSIGNEE_TYPE.ALL) {
+              this.onTabChange(0);
+            } else {
+              this.onTabChange(this.activeTabIndex + 1);
+            }
+          },
+        },
+      };
    },
    onTabChange(selectedTabIndex) {
      if (this.items[selectedTabIndex].key !== this.activeTab) {
@@ -31,15 +31,10 @@

 <script>
 import AddLabel from 'shared/components/ui/dropdown/AddLabel.vue';
-import eventListenerMixins from 'shared/mixins/eventListenerMixins';
+import keyboardEventListenerMixins from 'shared/mixins/keyboardEventListenerMixins';
 import LabelDropdown from 'shared/components/ui/label/LabelDropdown.vue';
 import { mixin as clickaway } from 'vue-clickaway';
 import adminMixin from 'dashboard/mixins/isAdmin';
-import {
-  buildHotKeys,
-  isEscape,
-  isActiveElementTypeable,
-} from 'shared/helpers/KeyboardHelpers';

 export default {
  components: {
@@ -47,7 +42,7 @@ export default {
    LabelDropdown,
  },

-  mixins: [clickaway, adminMixin, eventListenerMixins],
+  mixins: [clickaway, adminMixin, keyboardEventListenerMixins],

  props: {
    allLabels: {
@@ -88,17 +83,19 @@ export default {
    closeDropdownLabel() {
      this.showSearchDropdownLabel = false;
    },
-
-    handleKeyEvents(e) {
-      const keyPattern = buildHotKeys(e);
-
-      if (keyPattern === 'l' && !isActiveElementTypeable(e)) {
-        this.toggleLabels();
-        e.preventDefault();
-      } else if (isEscape(e) && this.showSearchDropdownLabel) {
-        this.closeDropdownLabel();
-        e.preventDefault();
-      }
+    getKeyboardEvents() {
+      return {
+        KeyL: {
+          action: e => {
+            this.toggleLabels();
+            e.preventDefault();
+          },
+        },
+        Escape: {
+          action: () => this.closeDropdownLabel(),
+          allowOnFocusedInput: true,
+        },
+      };
    },
  },
 };
@@ -231,7 +231,18 @@ export default {
    @apply bg-transparent max-h-60 min-h-[3rem] pt-4 px-0 pb-0 resize-none;
  }
 }
-.video-js .vjs-control-bar {
-  background-color: transparent;
+// Added to override the default text and bg style to support dark and light mode.
+.video-js .vjs-control-bar,
+.vjs-record.video-js .vjs-control.vjs-record-indicator:before {
+  @apply text-slate-600 dark:text-slate-200 bg-transparent dark:bg-transparent;
+}
+// Added to fix  div overlays the screen and takes over the button clicks
+// https://github.com/collab-project/videojs-record/issues/688
+// https://github.com/collab-project/videojs-record/pull/709
+.vjs-record.video-js .vjs-control.vjs-record-indicator.vjs-hidden,
+.vjs-record.video-js .vjs-control.vjs-record-indicator,
+.vjs-record.video-js .vjs-control.vjs-record-indicator:before,
+.vjs-record.video-js .vjs-control.vjs-record-indicator:after {
+  @apply pointer-events-none;
 }
 </style>
@@ -78,10 +78,8 @@ const MAXIMUM_FILE_UPLOAD_SIZE = 4; // in MB
 import {
  hasPressedEnterAndNotCmdOrShift,
  hasPressedCommandAndEnter,
-  hasPressedAltAndPKey,
-  hasPressedAltAndLKey,
 } from 'shared/helpers/KeyboardHelpers';
-import eventListenerMixins from 'shared/mixins/eventListenerMixins';
+import keyboardEventListenerMixins from 'shared/mixins/keyboardEventListenerMixins';
 import uiSettingsMixin from 'dashboard/mixins/uiSettings';
 import { isEditorHotKeyEnabled } from 'dashboard/mixins/uiSettings';
 import {
@@ -121,7 +119,7 @@ const createState = (
 export default {
  name: 'WootMessageEditor',
  components: { TagAgents, CannedResponse, VariableList },
-  mixins: [eventListenerMixins, uiSettingsMixin, alertMixin],
+  mixins: [keyboardEventListenerMixins, uiSettingsMixin, alertMixin],
  props: {
    value: { type: String, default: '' },
    editorId: { type: String, default: '' },
@@ -522,13 +520,21 @@ export default {
    isCmdPlusEnterToSendEnabled() {
      return isEditorHotKeyEnabled(this.uiSettings, 'cmd_enter');
    },
-    handleKeyEvents(e) {
-      if (hasPressedAltAndPKey(e)) {
-        this.focusEditorInputField();
-      }
-      if (hasPressedAltAndLKey(e)) {
-        this.focusEditorInputField();
-      }
+    getKeyboardEvents() {
+      return {
+        'Alt+KeyP': {
+          action: () => {
+            this.focusEditorInputField();
+          },
+          allowOnFocusedInput: true,
+        },
+        'Alt+KeyL': {
+          action: () => {
+            this.focusEditorInputField();
+          },
+          allowOnFocusedInput: true,
+        },
+      };
    },
    focusEditorInputField(pos = 'end') {
      const { tr } = this.editorView.state;
@@ -25,7 +25,7 @@ import {
 } from '@chatwoot/prosemirror-schema';
 import { checkFileSizeLimit } from 'shared/helpers/FileHelper';
 import alertMixin from 'shared/mixins/alertMixin';
-import eventListenerMixins from 'shared/mixins/eventListenerMixins';
+import keyboardEventListenerMixins from 'shared/mixins/keyboardEventListenerMixins';
 import uiSettingsMixin from 'dashboard/mixins/uiSettings';

 const MAXIMUM_FILE_UPLOAD_SIZE = 4; // in MB
@@ -51,7 +51,7 @@ const createState = (
 };

 export default {
-  mixins: [eventListenerMixins, uiSettingsMixin, alertMixin],
+  mixins: [keyboardEventListenerMixins, uiSettingsMixin, alertMixin],
  props: {
    value: { type: String, default: '' },
    editorId: { type: String, default: '' },
@@ -136,8 +136,7 @@
 <script>
 import FileUpload from 'vue-upload-component';
 import * as ActiveStorage from 'activestorage';
-import { hasPressedAltAndAKey } from 'shared/helpers/KeyboardHelpers';
-import eventListenerMixins from 'shared/mixins/eventListenerMixins';
+import keyboardEventListenerMixins from 'shared/mixins/keyboardEventListenerMixins';
 import uiSettingsMixin from 'dashboard/mixins/uiSettings';
 import inboxMixin from 'shared/mixins/inboxMixin';
 import { FEATURE_FLAGS } from 'dashboard/featureFlags';
@@ -154,7 +153,7 @@ import { mapGetters } from 'vuex';
 export default {
  name: 'ReplyBottomPanel',
  components: { FileUpload, VideoCallButton, AIAssistanceButton },
-  mixins: [eventListenerMixins, uiSettingsMixin, inboxMixin],
+  mixins: [keyboardEventListenerMixins, uiSettingsMixin, inboxMixin],
  props: {
    mode: {
      type: String,
@@ -340,10 +339,15 @@ export default {
    ActiveStorage.start();
  },
  methods: {
-    handleKeyEvents(e) {
-      if (hasPressedAltAndAKey(e)) {
-        this.$refs.upload.$children[1].$el.click();
-      }
+    getKeyboardEvents() {
+      return {
+        'Alt+KeyA': {
+          action: () => {
+            this.$refs.upload.$children[1].$el.click();
+          },
+          allowOnFocusedInput: true,
+        },
+      };
    },
    toggleMessageSignature() {
      this.setSignatureFlagForInbox(this.channelType, !this.sendWithSignature);
@@ -1,5 +1,5 @@
 <template>
-  <div class="bg-black-50 flex justify-between dark:bg-slate-800">
+  <div class="flex justify-between bg-black-50 dark:bg-slate-800">
    <div class="button-group">
      <woot-button
        variant="clear"
@@ -20,7 +20,7 @@
        {{ $t('CONVERSATION.REPLYBOX.PRIVATE_NOTE') }}
      </woot-button>
    </div>
-    <div class="flex items-center my-0 mx-4">
+    <div class="flex items-center mx-4 my-0">
      <div v-if="isMessageLengthReachingThreshold" class="text-xs">
        <span :class="charLengthClass">
          {{ characterLengthWarning }}
@@ -48,14 +48,10 @@

 <script>
 import { REPLY_EDITOR_MODES, CHAR_LENGTH_WARNING } from './constants';
-import {
-  hasPressedAltAndPKey,
-  hasPressedAltAndLKey,
-} from 'shared/helpers/KeyboardHelpers';
-import eventListenerMixins from 'shared/mixins/eventListenerMixins';
+import keyboardEventListenerMixins from 'shared/mixins/keyboardEventListenerMixins';
 export default {
  name: 'ReplyTopPanel',
-  mixins: [eventListenerMixins],
+  mixins: [keyboardEventListenerMixins],
  props: {
    mode: {
      type: String,
@@ -99,13 +95,17 @@ export default {
    },
  },
  methods: {
-    handleKeyEvents(e) {
-      if (hasPressedAltAndPKey(e)) {
-        this.handleNoteClick();
-      }
-      if (hasPressedAltAndLKey(e)) {
-        this.handleReplyClick();
-      }
+    getKeyboardEvents() {
+      return {
+        'Alt+KeyP': {
+          action: () => this.handleNoteClick(),
+          allowOnFocusedInput: true,
+        },
+        'Alt+KeyL': {
+          action: () => this.handleReplyClick(),
+          allowOnFocusedInput: true,
+        },
+      };
    },
    handleReplyClick() {
      this.setReplyMode(REPLY_EDITOR_MODES.REPLY);
@@ -2,7 +2,7 @@
  <div
    class="relative flex items-start flex-grow-0 flex-shrink-0 w-auto max-w-full px-4 py-0 border-t-0 border-b-0 border-l-2 border-r-0 border-transparent border-solid cursor-pointer conversation hover:bg-slate-25 dark:hover:bg-slate-800 group"
    :class="{
-      'animate-card-select bg-slate-25 dark:bg-slate-800 border-woot-500':
+      'active animate-card-select bg-slate-25 dark:bg-slate-800 border-woot-500':
        isActiveChat,
      'unread-chat': hasUnread,
      'has-inbox-name': showInboxName,
@@ -77,11 +77,10 @@
  </div>
 </template>
 <script>
-import { hasPressedAltAndOKey } from 'shared/helpers/KeyboardHelpers';
 import { mapGetters } from 'vuex';
 import agentMixin from '../../../mixins/agentMixin.js';
 import BackButton from '../BackButton.vue';
-import eventListenerMixins from 'shared/mixins/eventListenerMixins';
+import keyboardEventListenerMixins from 'shared/mixins/keyboardEventListenerMixins';
 import inboxMixin from 'shared/mixins/inboxMixin';
 import InboxName from '../InboxName.vue';
 import MoreActions from './MoreActions.vue';
@@ -99,7 +98,7 @@ export default {
    Thumbnail,
    SLACardLabel,
  },
-  mixins: [inboxMixin, agentMixin, eventListenerMixins],
+  mixins: [inboxMixin, agentMixin, keyboardEventListenerMixins],
  props: {
    chat: {
      type: Object,
@@ -182,10 +181,12 @@ export default {
  },

  methods: {
-    handleKeyEvents(e) {
-      if (hasPressedAltAndOKey(e)) {
-        this.$emit('contact-panel-toggle');
-      }
+    getKeyboardEvents() {
+      return {
+        'Alt+KeyO': {
+          action: () => this.$emit('contact-panel-toggle'),
+        },
+      };
    },
  },
 };
@@ -14,11 +14,7 @@
          @click="retrySendMessage"
        />
      </div>
-      <div
-        v-tooltip.top-start="messageToolTip"
-        :class="bubbleClass"
-        @contextmenu="openContextMenu($event)"
-      >
+      <div :class="bubbleClass" @contextmenu="openContextMenu($event)">
        <bubble-mail-head
          :email-attributes="contentAttributes.email"
          :cc="emailHeadAttributes.cc"
@@ -90,7 +86,7 @@
          :id="data.id"
          :sender="data.sender"
          :story-sender="storySender"
-          :external-error="externalError"
+          :external-error="errorMessageTooltip"
          :story-id="`${storyId}`"
          :is-a-tweet="isATweet"
          :is-a-whatsapp-channel="isAWhatsAppChannel"
@@ -412,14 +408,11 @@ export default {
          }
        : false;
    },
-    messageToolTip() {
-      if (this.isMessageDeleted) {
-        return false;
-      }
+    errorMessageTooltip() {
      if (this.isFailed) {
        return this.externalError || this.$t(`CONVERSATION.SEND_FAILED`);
      }
-      return false;
+      return '';
    },
    wrapClass() {
      return {
@@ -116,13 +116,12 @@ import conversationMixin, {
 } from '../../../mixins/conversations';
 import inboxMixin, { INBOX_FEATURES } from 'shared/mixins/inboxMixin';
 import configMixin from 'shared/mixins/configMixin';
-import eventListenerMixins from 'shared/mixins/eventListenerMixins';
+import keyboardEventListenerMixins from 'shared/mixins/keyboardEventListenerMixins';
 import aiMixin from 'dashboard/mixins/aiMixin';

 // utils
 import { getTypingUsersText } from '../../../helper/commons';
 import { calculateScrollTop } from './helpers/scrollTopCalculationHelper';
-import { isEscape } from 'shared/helpers/KeyboardHelpers';
 import { LocalStorage } from 'shared/helpers/localStorage';

 // constants
@@ -141,7 +140,7 @@ export default {
  mixins: [
    conversationMixin,
    inboxMixin,
-    eventListenerMixins,
+    keyboardEventListenerMixins,
    configMixin,
    aiMixin,
  ],
@@ -418,10 +417,12 @@ export default {
    closePopoutReplyBox() {
      this.isPopoutReplyBox = false;
    },
-    handleKeyEvents(e) {
-      if (isEscape(e)) {
-        this.closePopoutReplyBox();
-      }
+    getKeyboardEvents() {
+      return {
+        Escape: {
+          action: () => this.closePopoutReplyBox(),
+        },
+      };
    },
    addScrollListener() {
      this.conversationPanel = this.$el.querySelector('.conversation-panel');
@@ -100,7 +100,7 @@
      <attachment-preview
        class="flex-col mt-4"
        :attachments="attachedFiles"
-        :remove-attachment="removeAttachment"
+        @remove-attachment="removeAttachment"
      />
    </div>
    <message-signature-missing-alert
@@ -155,6 +155,7 @@
 import { mapGetters } from 'vuex';
 import { mixin as clickaway } from 'vue-clickaway';
 import alertMixin from 'shared/mixins/alertMixin';
+import keyboardEventListenerMixins from 'shared/mixins/keyboardEventListenerMixins';

 import CannedResponse from './CannedResponse.vue';
 import ReplyToMessage from './ReplyToMessage.vue';
@@ -178,7 +179,6 @@ import {
  replaceVariablesInMessage,
 } from '@chatwoot/utils';
 import WhatsappTemplates from './WhatsappTemplates/Modal.vue';
-import { buildHotKeys } from 'shared/helpers/KeyboardHelpers';
 import { MESSAGE_MAX_LENGTH } from 'shared/helpers/MessageTypeHelper';
 import inboxMixin, { INBOX_FEATURES } from 'shared/mixins/inboxMixin';
 import uiSettingsMixin from 'dashboard/mixins/uiSettings';
@@ -225,6 +225,7 @@ export default {
    messageFormatterMixin,
    rtlMixin,
    fileUploadMixin,
+    keyboardEventListenerMixins,
  ],
  props: {
    popoutReplyBox: {
@@ -701,24 +702,41 @@ export default {
        this.$store.dispatch('draftMessages/delete', { key });
      }
    },
-    handleKeyEvents(e) {
-      const keyCode = buildHotKeys(e);
-      if (keyCode === 'escape') {
-        this.hideEmojiPicker();
-        this.hideMentions();
-      } else if (keyCode === 'meta+k') {
-        const ninja = document.querySelector('ninja-keys');
-        ninja.open();
-        e.preventDefault();
-      } else if (keyCode === 'enter' && this.isAValidEvent('enter')) {
-        this.onSendReply();
-        e.preventDefault();
-      } else if (
-        ['meta+enter', 'ctrl+enter'].includes(keyCode) &&
-        this.isAValidEvent('cmd_enter')
-      ) {
-        this.onSendReply();
-      }
+    getKeyboardEvents() {
+      return {
+        Escape: {
+          action: () => {
+            this.hideEmojiPicker();
+            this.hideMentions();
+          },
+          allowOnFocusedInput: true,
+        },
+        '$mod+KeyK': {
+          action: e => {
+            e.preventDefault();
+            const ninja = document.querySelector('ninja-keys');
+            ninja.open();
+          },
+          allowOnFocusedInput: true,
+        },
+        Enter: {
+          action: e => {
+            if (this.isAValidEvent('enter')) {
+              this.onSendReply();
+              e.preventDefault();
+            }
+          },
+          allowOnFocusedInput: true,
+        },
+        '$mod+Enter': {
+          action: () => {
+            if (this.isAValidEvent('cmd_enter')) {
+              this.onSendReply();
+            }
+          },
+          allowOnFocusedInput: true,
+        },
+      };
    },
    isAValidEvent(selectedKey) {
      return (
@@ -937,6 +955,13 @@ export default {
      this.bccEmails = '';
      this.toEmails = '';
    },
+    clearRecorder() {
+      this.isRecordingAudio = false;
+      // Only clear the recorded audio when we click toggle button.
+      this.attachedFiles = this.attachedFiles.filter(
+        file => !file?.isRecordedAudio
+      );
+    },
    toggleEmojiPicker() {
      this.showEmojiPicker = !this.showEmojiPicker;
    },
@@ -944,8 +969,7 @@ export default {
      this.isRecordingAudio = !this.isRecordingAudio;
      this.isRecorderAudioStopped = !this.isRecordingAudio;
      if (!this.isRecordingAudio) {
-        this.clearMessage();
-        this.clearEmailField();
+        this.clearRecorder();
      }
    },
    toggleAudioRecorderPlayPause() {
@@ -989,7 +1013,13 @@ export default {
      }
    },
    onFinishRecorder(file) {
-      return file && this.onFileUpload(file);
+      // Added a new key isRecordedAudio to the file to find it's and recorded audio
+      // Because to filter and show only non recorded audio and other attachments
+      const autoRecordedFile = {
+        ...file,
+        isRecordedAudio: true,
+      };
+      return file && this.onFileUpload(autoRecordedFile);
    },
    toggleTyping(status) {
      const conversationId = this.currentChat.id;
@@ -1015,13 +1045,12 @@ export default {
          isPrivate: this.isPrivate,
          thumb: reader.result,
          blobSignedId: blob ? blob.signed_id : undefined,
+          isRecordedAudio: file?.isRecordedAudio || false,
        });
      };
    },
-    removeAttachment(itemIndex) {
-      this.attachedFiles = this.attachedFiles.filter(
-        (item, index) => itemIndex !== index
-      );
+    removeAttachment(attachments) {
+      this.attachedFiles = attachments;
    },
    setReplyToInPayload(payload) {
      if (this.inReplyTo?.id) {
@@ -75,9 +75,10 @@ export default {
  },

  methods: {
-    handleKeyboardEvent(e) {
-      this.processKeyDownEvent(e);
-      this.$el.scrollTop = 50 * this.selectedIndex;
+    adjustScroll() {
+      this.$nextTick(() => {
+        this.$el.scrollTop = 50 * this.selectedIndex;
+      });
    },
    onHover(index) {
      this.selectedIndex = index;
@@ -17,7 +17,7 @@
      @error="onImgError"
      @click="onClick"
    />
-    <audio v-else-if="isAudio" controls class="skip-context-menu">
+    <audio v-else-if="isAudio" controls class="skip-context-menu mb-0.5">
      <source :src="`${dataUrl}?t=${Date.now()}`" />
    </audio>
    <gallery-view
@@ -182,12 +182,7 @@
 <script>
 import { mixin as clickaway } from 'vue-clickaway';
 import { mapGetters } from 'vuex';
-import {
-  isEscape,
-  hasPressedArrowLeftKey,
-  hasPressedArrowRightKey,
-} from 'shared/helpers/KeyboardHelpers';
-import eventListenerMixins from 'shared/mixins/eventListenerMixins';
+import keyboardEventListenerMixins from 'shared/mixins/keyboardEventListenerMixins';
 import timeMixin from 'dashboard/mixins/time';

 import Thumbnail from 'dashboard/components/widgets/Thumbnail.vue';
@@ -205,7 +200,7 @@ export default {
  components: {
    Thumbnail,
  },
-  mixins: [eventListenerMixins, clickaway, timeMixin],
+  mixins: [keyboardEventListenerMixins, clickaway, timeMixin],
  props: {
    show: {
      type: Boolean,
@@ -304,20 +299,30 @@ export default {
      this.activeAttachment = attachment;
      this.activeFileType = type;
    },
-    onKeyDownHandler(e) {
-      if (isEscape(e)) {
-        this.onClose();
-      } else if (hasPressedArrowLeftKey(e)) {
-        this.onClickChangeAttachment(
-          this.allAttachments[this.activeImageIndex - 1],
-          this.activeImageIndex - 1
-        );
-      } else if (hasPressedArrowRightKey(e)) {
-        this.onClickChangeAttachment(
-          this.allAttachments[this.activeImageIndex + 1],
-          this.activeImageIndex + 1
-        );
-      }
+    getKeyboardEvents() {
+      return {
+        Escape: {
+          action: () => {
+            this.onClose();
+          },
+        },
+        ArrowLeft: {
+          action: () => {
+            this.onClickChangeAttachment(
+              this.allAttachments[this.activeImageIndex - 1],
+              this.activeImageIndex - 1
+            );
+          },
+        },
+        ArrowRight: {
+          action: () => {
+            this.onClickChangeAttachment(
+              this.allAttachments[this.activeImageIndex + 1],
+              this.activeImageIndex + 1
+            );
+          },
+        },
+      };
    },
    onClickDownload() {
      const { file_type: type, data_url: url } = this.activeAttachment;
@@ -74,15 +74,10 @@
 <script>
 import countries from 'shared/constants/countries.js';
 import parsePhoneNumber from 'libphonenumber-js';
-import eventListenerMixins from 'shared/mixins/eventListenerMixins';
-import {
-  hasPressedArrowUpKey,
-  hasPressedArrowDownKey,
-  isEnter,
-} from 'shared/helpers/KeyboardHelpers';
+import keyboardEventListenerMixins from 'shared/mixins/keyboardEventListenerMixins';

 export default {
-  mixins: [eventListenerMixins],
+  mixins: [keyboardEventListenerMixins],
  props: {
    value: {
      type: [String, Number],
@@ -183,6 +178,7 @@ export default {
      this.$emit('blur', e.target.value);
    },
    dropdownItem() {
+      if (!this.showDropdown) return [];
      return Array.from(
        this.$refs.dropdown.querySelectorAll(
          'div.country-dropdown div.country-dropdown--item'
@@ -190,34 +186,27 @@ export default {
      );
    },
    focusedItem() {
+      if (!this.showDropdown) return [];
      return Array.from(
        this.$refs.dropdown.querySelectorAll('div.country-dropdown div.focus')
      );
    },
    focusedItemIndex() {
+      if (!this.showDropdown) return -1;
      return Array.from(this.dropdownItem()).indexOf(this.focusedItem()[0]);
    },
-    onKeyDownHandler(e) {
-      const { showDropdown, filteredCountriesBySearch, onSelectCountry } = this;
-      const { selectedIndex } = this;
-
-      if (showDropdown) {
-        if (hasPressedArrowDownKey(e)) {
-          e.preventDefault();
-          this.selectedIndex = Math.min(
-            selectedIndex + 1,
-            filteredCountriesBySearch.length - 1
-          );
-          this.$refs.dropdown.scrollTop = this.focusedItemIndex() * 28;
-        } else if (hasPressedArrowUpKey(e)) {
-          e.preventDefault();
-          this.selectedIndex = Math.max(selectedIndex - 1, 0);
-          this.$refs.dropdown.scrollTop = this.focusedItemIndex() * 28 - 56;
-        } else if (isEnter(e)) {
-          e.preventDefault();
-          onSelectCountry(filteredCountriesBySearch[selectedIndex]);
-        }
-      }
+    moveUp() {
+      if (!this.showDropdown) return;
+      this.selectedIndex = Math.max(this.selectedIndex - 1, 0);
+      this.$refs.dropdown.scrollTop = this.focusedItemIndex() * 28 - 56;
+    },
+    moveDown() {
+      if (!this.showDropdown) return;
+      this.selectedIndex = Math.min(
+        this.selectedIndex + 1,
+        this.filteredCountriesBySearch.length - 1
+      );
+      this.$refs.dropdown.scrollTop = this.focusedItemIndex() * 28 - 56;
    },
    onSelectCountry(country) {
      this.activeCountryCode = country.id;
@@ -235,6 +224,33 @@ export default {
        this.activeDialCode = number.countryCallingCode;
      }
    },
+    getKeyboardEvents() {
+      return {
+        ArrowUp: {
+          action: e => {
+            e.preventDefault();
+            this.moveUp();
+          },
+          allowOnFocusedInput: true,
+        },
+        ArrowDown: {
+          action: e => {
+            e.preventDefault();
+            this.moveDown();
+          },
+          allowOnFocusedInput: true,
+        },
+        Enter: {
+          action: e => {
+            e.preventDefault();
+            this.onSelectCountry(
+              this.filteredCountriesBySearch[this.selectedIndex]
+            );
+          },
+          allowOnFocusedInput: true,
+        },
+      };
+    },
    toggleCountryDropdown() {
      this.showDropdown = !this.showDropdown;
      this.selectedIndex = -1;
@@ -84,9 +84,7 @@ export default {
    },
  },
  methods: {
-    handleKeyboardEvent(e) {
-      this.processKeyDownEvent(e);
-    },
+    adjustScroll() {},
    onHover(index) {
      this.selectedIndex = index;
    },
@@ -1,12 +1,7 @@
-import { buildHotKeys } from 'shared/helpers/KeyboardHelpers';
+import keyboardEventListenerMixins from 'shared/mixins/keyboardEventListenerMixins';

 export default {
-  mounted() {
-    document.addEventListener('keydown', this.handleKeyboardEvent);
-  },
-  beforeDestroy() {
-    document.removeEventListener('keydown', this.handleKeyboardEvent);
-  },
+  mixins: [keyboardEventListenerMixins],
  methods: {
    moveSelectionUp() {
      if (!this.selectedIndex) {
@@ -14,6 +9,7 @@ export default {
      } else {
        this.selectedIndex -= 1;
      }
+      this.adjustScroll();
    },
    moveSelectionDown() {
      if (this.selectedIndex === this.items.length - 1) {
@@ -21,19 +17,46 @@ export default {
      } else {
        this.selectedIndex += 1;
      }
+      this.adjustScroll();
    },
-    processKeyDownEvent(e) {
-      const keyPattern = buildHotKeys(e);
-      if (['arrowup', 'ctrl+p'].includes(keyPattern)) {
-        this.moveSelectionUp();
-        e.preventDefault();
-      } else if (['arrowdown', 'ctrl+n'].includes(keyPattern)) {
-        this.moveSelectionDown();
-        e.preventDefault();
-      } else if (keyPattern === 'enter') {
-        this.onSelect();
-        e.preventDefault();
-      }
+    getKeyboardEvents() {
+      return {
+        ArrowUp: {
+          action: e => {
+            this.moveSelectionUp();
+            e.preventDefault();
+          },
+          allowOnFocusedInput: true,
+        },
+        'Control+KeyP': {
+          action: e => {
+            this.moveSelectionUp();
+            e.preventDefault();
+          },
+          allowOnFocusedInput: true,
+        },
+        ArrowDown: {
+          action: e => {
+            this.moveSelectionDown();
+            e.preventDefault();
+          },
+          allowOnFocusedInput: true,
+        },
+        'Control+KeyN': {
+          action: e => {
+            this.moveSelectionDown();
+            e.preventDefault();
+          },
+          allowOnFocusedInput: true,
+        },
+        Enter: {
+          action: e => {
+            this.onSelect();
+            e.preventDefault();
+          },
+          allowOnFocusedInput: true,
+        },
+      };
    },
  },
 };
@@ -1,64 +1,69 @@
-import mentionSelectionKeyboardMixin from '../mentionSelectionKeyboardMixin';
-import { shallowMount } from '@vue/test-utils';
+import { shallowMount, createLocalVue } from '@vue/test-utils';
+import keyboardEventListenerMixins from 'shared/mixins/keyboardEventListenerMixins';
+
+const localVue = createLocalVue();

 const buildComponent = ({ data = {}, methods = {} }) => ({
  render() {},
  data() {
-    return data;
+    return { ...data, selectedIndex: 0, items: [1, 2, 3] };
  },
-  methods,
-  mixins: [mentionSelectionKeyboardMixin],
+  methods: { ...methods, onSelect: jest.fn(), adjustScroll: jest.fn() },
+  mixins: [keyboardEventListenerMixins],
 });

 describe('mentionSelectionKeyboardMixin', () => {
-  test('register listeners', () => {
-    jest.spyOn(document, 'addEventListener');
+  let wrapper;
+
+  beforeEach(() => {
    const Component = buildComponent({});
-    shallowMount(Component);
-    // undefined expected as the method is not defined in the component
-    expect(document.addEventListener).toHaveBeenCalledWith(
-      'keydown',
-      undefined
-    );
+    wrapper = shallowMount(Component, { localVue });
  });

-  test('processKeyDownEvent updates index on arrow up', () => {
-    const Component = buildComponent({
-      data: { selectedIndex: 0, items: [1, 2, 3] },
-    });
-    const wrapper = shallowMount(Component);
-    wrapper.vm.processKeyDownEvent({
-      ctrlKey: true,
-      key: 'p',
-      preventDefault: jest.fn(),
-    });
-    expect(wrapper.vm.selectedIndex).toBe(2);
+  it('ArrowUp and Control+KeyP update selectedIndex correctly', () => {
+    const preventDefault = jest.fn();
+    const keyboardEvents = wrapper.vm.getKeyboardEvents();
+
+    if (keyboardEvents && keyboardEvents.ArrowUp) {
+      keyboardEvents.ArrowUp.action({ preventDefault });
+      expect(wrapper.vm.selectedIndex).toBe(2);
+      expect(preventDefault).toHaveBeenCalled();
+    }
+
+    wrapper.setData({ selectedIndex: 1 });
+    if (keyboardEvents && keyboardEvents['Control+KeyP']) {
+      keyboardEvents['Control+KeyP'].action({ preventDefault });
+      expect(wrapper.vm.selectedIndex).toBe(0);
+      expect(preventDefault).toHaveBeenCalledTimes(2);
+    }
  });

-  test('processKeyDownEvent updates index on arrow down', () => {
-    const Component = buildComponent({
-      data: { selectedIndex: 0, items: [1, 2, 3] },
-    });
-    const wrapper = shallowMount(Component);
-    wrapper.vm.processKeyDownEvent({
-      key: 'ArrowDown',
-      preventDefault: jest.fn(),
-    });
-    expect(wrapper.vm.selectedIndex).toBe(1);
+  it('ArrowDown and Control+KeyN update selectedIndex correctly', () => {
+    const preventDefault = jest.fn();
+    const keyboardEvents = wrapper.vm.getKeyboardEvents();
+
+    if (keyboardEvents && keyboardEvents.ArrowDown) {
+      keyboardEvents.ArrowDown.action({ preventDefault });
+      expect(wrapper.vm.selectedIndex).toBe(1);
+      expect(preventDefault).toHaveBeenCalled();
+    }
+
+    wrapper.setData({ selectedIndex: 1 });
+    if (keyboardEvents && keyboardEvents['Control+KeyN']) {
+      keyboardEvents['Control+KeyN'].action({ preventDefault });
+      expect(wrapper.vm.selectedIndex).toBe(2);
+      expect(preventDefault).toHaveBeenCalledTimes(2);
+    }
  });

-  test('processKeyDownEvent calls select methods on Enter Key', () => {
-    const onSelectMockFn = jest.fn();
-    const Component = buildComponent({
-      data: { selectedIndex: 0, items: [1, 2, 3] },
-      methods: { onSelect: () => onSelectMockFn('enterKey pressed') },
-    });
-    const wrapper = shallowMount(Component);
-    wrapper.vm.processKeyDownEvent({
-      key: 'Enter',
-      preventDefault: jest.fn(),
-    });
-    expect(onSelectMockFn).toHaveBeenCalledWith('enterKey pressed');
-    wrapper.vm.onSelect();
+  it('Enter key triggers onSelect method', () => {
+    const preventDefault = jest.fn();
+    const keyboardEvents = wrapper.vm.getKeyboardEvents();
+
+    if (keyboardEvents && keyboardEvents.Enter) {
+      keyboardEvents.Enter.action({ preventDefault });
+      expect(wrapper.vm.onSelect).toHaveBeenCalled();
+      expect(preventDefault).toHaveBeenCalled();
+    }
  });
 });
@@ -53,12 +53,6 @@ export const SHORTCUT_KEYS = [
    firstKey: 'Alt / ⌥',
    secondKey: 'S',
  },
-  {
-    id: 10,
-    label: 'SWITCH_CONVERSATION_STATUS',
-    firstKey: 'Alt / ⌥',
-    secondKey: 'B',
-  },
  {
    id: 11,
    label: 'SWITCH_TO_PRIVATE_NOTE',
@@ -0,0 +1,32 @@
+import { computed, getCurrentInstance } from 'vue';
+import Vue from 'vue';
+import VueI18n from 'vue-i18n';
+
+let i18nInstance = VueI18n;
+
+export function useI18n() {
+  if (!i18nInstance) throw new Error('vue-i18n not initialized');
+
+  const i18n = i18nInstance;
+
+  const instance = getCurrentInstance();
+  const vm = instance?.proxy || instance || new Vue({});
+
+  const locale = computed({
+    get() {
+      return i18n.locale;
+    },
+    set(v) {
+      i18n.locale = v;
+    },
+  });
+
+  return {
+    locale,
+    t: vm.$t.bind(vm),
+    tc: vm.$tc.bind(vm),
+    d: vm.$d.bind(vm),
+    te: vm.$te.bind(vm),
+    n: vm.$n.bind(vm),
+  };
+}
@@ -1,5 +1,4 @@
 import AnalyticsHelper from './AnalyticsHelper';
-import LogRocket from 'logrocket';
 import DashboardAudioNotificationHelper from './AudioAlerts/DashboardAudioNotificationHelper';

 export const CHATWOOT_SET_USER = 'CHATWOOT_SET_USER';
@@ -11,12 +10,6 @@ export const ANALYTICS_RESET = 'ANALYTICS_RESET';
 export const initializeAnalyticsEvents = () => {
  window.bus.$on(ANALYTICS_IDENTITY, ({ user }) => {
    AnalyticsHelper.identify(user);
-    if (window.logRocketProjectId) {
-      LogRocket.identify(user.id, {
-        email: user.email,
-        name: user.name,
-      });
-    }
  });
 };

@@ -296,6 +296,8 @@
    "BUTTON": "Add custom attribute",
    "NOT_AVAILABLE": "There are no custom attributes available for this contact.",
    "COPY_SUCCESSFUL": "Copied to clipboard successfully",
+    "SHOW_MORE": "Show all attributes",
+    "SHOW_LESS": "Show less attributes",
    "ACTIONS": {
      "COPY": "Copy attribute",
      "DELETE": "Delete attribute",
@@ -44,7 +44,8 @@
      "CUSTOM_ATTRIBUTE_CHECKBOX": "Checkbox",
      "CREATED_AT": "Created At",
      "LAST_ACTIVITY": "Last Activity",
-      "REFERER_LINK": "Referrer link"
+      "REFERER_LINK": "Referrer link",
+      "BLOCKED": "Blocked"
    },
    "GROUPS": {
      "STANDARD_FILTERS": "Standard Filters",
@@ -64,7 +64,14 @@
      "SNOOZED_UNTIL": "Snoozed until",
      "SNOOZED_UNTIL_TOMORROW": "Snoozed until tomorrow",
      "SNOOZED_UNTIL_NEXT_WEEK": "Snoozed until next week",
-      "SNOOZED_UNTIL_NEXT_REPLY": "Snoozed until next reply"
+      "SNOOZED_UNTIL_NEXT_REPLY": "Snoozed until next reply",
+      "SLA_STATUS": {
+        "FRT": "FRT {status}",
+        "NRT": "NRT {status}",
+        "RT": "RT {status}",
+        "MISSED": "missed",
+        "DUE": "due"
+      }
    },
    "RESOLVE_DROPDOWN": {
      "MARK_PENDING": "Mark as pending",
@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}
@@ -87,7 +87,10 @@
      "conversation_assignment": "Conversation Assigned",
      "assigned_conversation_new_message": "New Message",
      "participating_conversation_new_message": "New Message",
-      "conversation_mention": "Mention"
+      "conversation_mention": "Mention",
+      "sla_missed_first_response": "SLA Missed",
+      "sla_missed_next_response": "SLA Missed",
+      "sla_missed_resolution": "SLA Missed"
    }
  },
  "NETWORK": {
@@ -4,24 +4,28 @@
      "TITLE": "Inbox",
      "DISPLAY_DROPDOWN": "Display",
      "LOADING": "Fetching notifications",
-      "EOF": "All notifications loaded 🎉",
      "404": "There are no active notifications in this group.",
      "NO_NOTIFICATIONS": "No notifications",
      "NOTE": "Notifications from all subscribed inboxes",
+      "NO_MESSAGES_AVAILABLE": "Oops! Not able to fetch messages",
      "SNOOZED_UNTIL": "Snoozed until",
      "SNOOZED_UNTIL_TOMORROW": "Snoozed until tomorrow",
      "SNOOZED_UNTIL_NEXT_WEEK": "Snoozed until next week"
    },
    "ACTION_HEADER": {
      "SNOOZE": "Snooze notification",
-      "DELETE": "Delete notification"
+      "DELETE": "Delete notification",
+      "BACK": "Back"
    },
    "TYPES": {
      "CONVERSATION_MENTION": "You have been mentioned in a conversation",
      "CONVERSATION_CREATION": "New conversation created",
      "CONVERSATION_ASSIGNMENT": "A conversation has been assigned to you",
      "ASSIGNED_CONVERSATION_NEW_MESSAGE": "New message in an assigned conversation",
-      "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "New message in a conversation you are participating in"
+      "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "New message in a conversation you are participating in",
+      "SLA_MISSED_FIRST_RESPONSE": "SLA target first response missed for conversation",
+      "SLA_MISSED_NEXT_RESPONSE": "SLA target next response missed for conversation",
+      "SLA_MISSED_RESOLUTION": "SLA target resolution missed for conversation"
    },
    "MENU_ITEM": {
      "MARK_AS_READ": "Mark as read",
@@ -35,6 +35,14 @@
        "NAME": "Resolution Count",
        "DESC": "( Total )"
      },
+      "BOT_RESOLUTION_COUNT": {
+        "NAME": "Resolution Count",
+        "DESC": "( Total )"
+      },
+      "BOT_HANDOFF_COUNT": {
+        "NAME": "Handoff Count",
+        "DESC": "( Total )"
+      },
      "REPLY_TIME": {
        "NAME": "Customer waiting time",
        "TOOLTIP_TEXT": "Waiting time is %{metricValue} (based on %{conversationCount} replies)"
@@ -130,7 +138,11 @@
        "groupBy": "Year"
      }
    ],
-    "BUSINESS_HOURS": "Business Hours"
+    "BUSINESS_HOURS": "Business Hours",
+    "FILTER_ACTIONS": {
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "No results found"
+    }
  },
  "AGENT_REPORTS": {
    "HEADER": "Agents Overview",
@@ -433,6 +445,27 @@
      }
    }
  },
+  "BOT_REPORTS": {
+    "HEADER": "Bot Reports",
+    "METRIC": {
+      "TOTAL_CONVERSATIONS": {
+        "LABEL": "No. of Conversations",
+        "TOOLTIP": "Total number of conversations handled by the bot"
+      },
+      "TOTAL_RESPONSES": {
+        "LABEL": "Total Responses",
+        "TOOLTIP": "Total number of responses sent by the bot"
+      },
+      "RESOLUTION_RATE": {
+        "LABEL": "Resolution Rate",
+        "TOOLTIP": "Total number of conversations resolved by the bot / Total number of conversations handled by the bot * 100"
+      },
+      "HANDOFF_RATE": {
+        "LABEL": "Handoff Rate",
+        "TOOLTIP": "Total number of conversations handed off to agents / Total number of conversations handled by the bot * 100"
+      }
+    }
+  },
  "OVERVIEW_REPORTS": {
    "HEADER": "Overview",
    "LIVE": "Live",
@@ -476,5 +509,54 @@
    "THURSDAY": "Thursday",
    "FRIDAY": "Friday",
    "SATURDAY": "Saturday"
+  },
+  "SLA_REPORTS": {
+    "HEADER": "SLA Reports",
+    "NO_RECORDS": "SLA applied conversations are not available.",
+    "LOADING": "Loading SLA data...",
+    "DOWNLOAD_SLA_REPORTS": "Download SLA reports",
+    "DOWNLOAD_FAILED": "Failed to download SLA Reports",
+    "DROPDOWN": {
+      "ADD_FIlTER": "Add filter",
+      "CLEAR_ALL": "Clear all",
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "No results found",
+      "NO_FILTER": "No filters available",
+      "SEARCH": "Search filter",
+      "INPUT_PLACEHOLDER": {
+        "SLA": "SLA name",
+        "AGENTS": "Agent name",
+        "INBOXES": "Inbox name",
+        "LABELS": "Label name",
+        "TEAMS": "Team name"
+      },
+      "SLA": "SLA Policy",
+      "INBOXES": "Inbox",
+      "AGENTS": "Agent",
+      "LABELS": "Label",
+      "TEAMS": "Team"
+    },
+    "METRICS": {
+      "HIT_RATE": {
+        "LABEL": "Hit Rate",
+        "TOOLTIP": "Percentage of SLAs created were completed successfully"
+      },
+      "NO_OF_MISSES": {
+        "LABEL": "Number of Misses",
+        "TOOLTIP": "Total SLA misses in a certain period"
+      },
+      "NO_OF_CONVERSATIONS": {
+        "LABEL": "Number of Conversations",
+        "TOOLTIP": "Total number of conversations with SLA"
+      }
+    },
+    "TABLE": {
+      "HEADER": {
+        "POLICY": "Policy",
+        "CONVERSATION": "Conversation",
+        "AGENT": "Agent"
+      },
+      "VIEW_DETAILS": "View Details"
+    }
  }
 }
@@ -83,7 +83,10 @@
        "CONVERSATION_CREATION": "Send email notifications when a new conversation is created",
        "CONVERSATION_MENTION": "Send email notifications when you are mentioned in a conversation",
        "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Send email notifications when a new message is created in an assigned conversation",
-        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Send email notifications when a new message is created in a participating conversation"
+        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Send email notifications when a new message is created in a participating conversation",
+        "SLA_MISSED_FIRST_RESPONSE": "Send email notifications when a conversation misses first response SLA",
+        "SLA_MISSED_NEXT_RESPONSE": "Send email notifications when a conversation misses next response SLA",
+        "SLA_MISSED_RESOLUTION": "Send email notifications when a conversation misses resolution SLA"
      },
      "API": {
        "UPDATE_SUCCESS": "Your notification preferences are updated successfully",
@@ -98,7 +101,10 @@
        "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Send push notifications when a new message is created in an assigned conversation",
        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Send push notifications when a new message is created in a participating conversation",
        "HAS_ENABLED_PUSH": "You have enabled push for this browser.",
-        "REQUEST_PUSH": "Enable push notifications"
+        "REQUEST_PUSH": "Enable push notifications",
+        "SLA_MISSED_FIRST_RESPONSE": "Send push notifications when a conversation misses first response SLA",
+        "SLA_MISSED_NEXT_RESPONSE": "Send push notifications when a conversation misses next response SLA",
+        "SLA_MISSED_RESOLUTION": "Send push notifications when a conversation misses resolution SLA"
      },
      "PROFILE_IMAGE": {
        "LABEL": "Profile Image"
@@ -199,6 +205,7 @@
  "SIDEBAR": {
    "CURRENTLY_VIEWING_ACCOUNT": "Currently viewing:",
    "SWITCH": "Switch",
+    "INBOX_VIEW": "Inbox View",
    "CONVERSATIONS": "Conversations",
    "INBOX": "Inbox",
    "ALL_CONVERSATIONS": "All Conversations",
@@ -237,6 +244,8 @@
    "CAMPAIGNS": "Campaigns",
    "ONGOING": "Ongoing",
    "ONE_OFF": "One off",
+    "REPORTS_SLA": "SLA",
+    "REPORTS_BOT": "Bot",
    "REPORTS_AGENT": "Agents",
    "REPORTS_LABEL": "Labels",
    "REPORTS_INBOX": "Inbox",
@@ -1,22 +1,31 @@
 {
  "SLA": {
    "HEADER": "SLA",
-    "HEADER_BTN_TXT": "Add SLA",
+    "ADD_ACTION": "Add SLA",
+    "ADD_ACTION_LONG": "Create a new SLA Policy",
+    "DESCRIPTION": "Service Level Agreements (SLAs) are contracts that define clear expectations between your team and customers. They establish standards for response and resolution times, creating a framework for accountability and ensures a consistent, high-quality experience.",
+    "LEARN_MORE": "Learn more about SLA",
    "LOADING": "Fetching SLAs",
-    "SEARCH_404": "There are no items matching this query",
-    "SIDEBAR_TXT": "<p><b>SLA</b> <p>Think of Service Level Agreements (SLAs) like friendly promises between a service provider and a customer.</p> <p> These promises set clear expectations for things like how quickly the team will respond to issues, making sure you always get a reliable and top-notch experience!</p>",
    "LIST": {
      "404": "There are no SLAs available in this account.",
-      "TITLE": "Manage SLA",
-      "DESC": "SLAs: Friendly promises for great service!",
-      "TABLE_HEADER": [
-        "Name",
-        "Description",
-        "FRT",
-        "NRT",
-        "RT",
-        "Business Hours"
-      ]
+      "EMPTY": {
+        "TITLE_1": "Enterprise P0",
+        "DESC_1": "Issues raised by enterprise customers, that require immediate attention.",
+        "TITLE_2": "Enterprise P1",
+        "DESC_2": "Issues raised by enterprise customers, that needs to be acknowledged quickly."
+      },
+      "BUSINESS_HOURS_ON": "Business hours on",
+      "BUSINESS_HOURS_OFF": "Business hours off",
+      "RESPONSE_TYPES": {
+        "FRT": "First response time threshold",
+        "NRT": "Next response time threshold",
+        "RT": "Resolution time threshold",
+        "SHORT_HAND": {
+          "FRT": "FRT",
+          "NRT": "NRT",
+          "RT": "RT"
+        }
+      }
    },
    "FORM": {
      "NAME": {
@@ -56,18 +65,32 @@
    },
    "ADD": {
      "TITLE": "Add SLA",
-      "DESC": "SLAs: Friendly promises for great service!",
+      "DESC": "Friendly promises for great service!",
      "API": {
        "SUCCESS_MESSAGE": "SLA added successfully",
        "ERROR_MESSAGE": "There was an error, please try again"
      }
    },
-    "EDIT": {
-      "TITLE": "Edit SLA",
+    "DELETE": {
+      "TITLE": "Delete SLA",
      "API": {
-        "SUCCESS_MESSAGE": "SLA updated successfully",
+        "SUCCESS_MESSAGE": "SLA deleted successfully",
        "ERROR_MESSAGE": "There was an error, please try again"
+      },
+      "CONFIRM": {
+        "TITLE": "Confirm Deletion",
+        "MESSAGE": "Are you sure you want to delete ",
+        "YES": "Yes, Delete ",
+        "NO": "No, Keep "
      }
+    },
+    "EVENTS": {
+      "TITLE": "SLA Misses",
+      "FRT": "First response time",
+      "NRT": "Next response time",
+      "RT": "Resolution time",
+      "SHOW_MORE": "{count} more",
+      "HIDE": "Hide {count} rows"
    }
  }
 }
@@ -296,6 +296,8 @@
    "BUTTON": "إضافة سمة خاصة",
    "NOT_AVAILABLE": "لا توجد سمات مخصصة متاحة لجهة الاتصال هذه.",
    "COPY_SUCCESSFUL": "تم النسخ إلى الحافظة بنجاح",
+    "SHOW_MORE": "Show all attributes",
+    "SHOW_LESS": "Show less attributes",
    "ACTIONS": {
      "COPY": "نسخ السمة",
      "DELETE": "حذف السمة",
@@ -44,7 +44,8 @@
      "CUSTOM_ATTRIBUTE_CHECKBOX": "مربع",
      "CREATED_AT": "تم إنشاؤها في",
      "LAST_ACTIVITY": "آخر نشاط",
-      "REFERER_LINK": "رابط المرجع"
+      "REFERER_LINK": "رابط المرجع",
+      "BLOCKED": "Blocked"
    },
    "GROUPS": {
      "STANDARD_FILTERS": "الفلاتر القياسية",
@@ -64,7 +64,14 @@
      "SNOOZED_UNTIL": "Snoozed until",
      "SNOOZED_UNTIL_TOMORROW": "غفوة حتى الغد",
      "SNOOZED_UNTIL_NEXT_WEEK": "غفوة حتى الأسبوع القادم",
-      "SNOOZED_UNTIL_NEXT_REPLY": "غفوة حتى الرد التالي"
+      "SNOOZED_UNTIL_NEXT_REPLY": "غفوة حتى الرد التالي",
+      "SLA_STATUS": {
+        "FRT": "FRT {status}",
+        "NRT": "NRT {status}",
+        "RT": "RT {status}",
+        "MISSED": "missed",
+        "DUE": "due"
+      }
    },
    "RESOLVE_DROPDOWN": {
      "MARK_PENDING": "تحديد كمعلق",
@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}
@@ -87,7 +87,10 @@
      "conversation_assignment": "تم تعيين المحادثة",
      "assigned_conversation_new_message": "رسالة جديدة",
      "participating_conversation_new_message": "رسالة جديدة",
-      "conversation_mention": "إشارة"
+      "conversation_mention": "إشارة",
+      "sla_missed_first_response": "SLA Missed",
+      "sla_missed_next_response": "SLA Missed",
+      "sla_missed_resolution": "SLA Missed"
    }
  },
  "NETWORK": {
@@ -4,24 +4,28 @@
      "TITLE": "صندوق الوارد",
      "DISPLAY_DROPDOWN": "Display",
      "LOADING": "Fetching notifications",
-      "EOF": "تم تحميل كافة الإشعارات 🎉",
      "404": "There are no active notifications in this group.",
      "NO_NOTIFICATIONS": "No notifications",
      "NOTE": "Notifications from all subscribed inboxes",
+      "NO_MESSAGES_AVAILABLE": "Oops! Not able to fetch messages",
      "SNOOZED_UNTIL": "Snoozed until",
      "SNOOZED_UNTIL_TOMORROW": "غفوة حتى الغد",
      "SNOOZED_UNTIL_NEXT_WEEK": "غفوة حتى الأسبوع القادم"
    },
    "ACTION_HEADER": {
      "SNOOZE": "Snooze notification",
-      "DELETE": "Delete notification"
+      "DELETE": "Delete notification",
+      "BACK": "العودة"
    },
    "TYPES": {
      "CONVERSATION_MENTION": "You have been mentioned in a conversation",
      "CONVERSATION_CREATION": "New conversation created",
      "CONVERSATION_ASSIGNMENT": "A conversation has been assigned to you",
      "ASSIGNED_CONVERSATION_NEW_MESSAGE": "New message in an assigned conversation",
-      "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "New message in a conversation you are participating in"
+      "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "New message in a conversation you are participating in",
+      "SLA_MISSED_FIRST_RESPONSE": "SLA target first response missed for conversation",
+      "SLA_MISSED_NEXT_RESPONSE": "SLA target next response missed for conversation",
+      "SLA_MISSED_RESOLUTION": "SLA target resolution missed for conversation"
    },
    "MENU_ITEM": {
      "MARK_AS_READ": "Mark as read",
@@ -35,6 +35,14 @@
        "NAME": "عدد مرات الإغلاق",
        "DESC": "(الإجمالي)"
      },
+      "BOT_RESOLUTION_COUNT": {
+        "NAME": "عدد مرات الإغلاق",
+        "DESC": "(الإجمالي)"
+      },
+      "BOT_HANDOFF_COUNT": {
+        "NAME": "Handoff Count",
+        "DESC": "(الإجمالي)"
+      },
      "REPLY_TIME": {
        "NAME": "Customer waiting time",
        "TOOLTIP_TEXT": "Waiting time is %{metricValue} (based on %{conversationCount} replies)"
@@ -130,7 +138,11 @@
        "groupBy": "الشهر"
      }
    ],
-    "BUSINESS_HOURS": "ساعات العمل"
+    "BUSINESS_HOURS": "ساعات العمل",
+    "FILTER_ACTIONS": {
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "لم يتم العثور على النتائج"
+    }
  },
  "AGENT_REPORTS": {
    "HEADER": "نظرة عامة للوكلاء",
@@ -433,6 +445,27 @@
      }
    }
  },
+  "BOT_REPORTS": {
+    "HEADER": "Bot Reports",
+    "METRIC": {
+      "TOTAL_CONVERSATIONS": {
+        "LABEL": "No. of Conversations",
+        "TOOLTIP": "Total number of conversations handled by the bot"
+      },
+      "TOTAL_RESPONSES": {
+        "LABEL": "Total Responses",
+        "TOOLTIP": "Total number of responses sent by the bot"
+      },
+      "RESOLUTION_RATE": {
+        "LABEL": "Resolution Rate",
+        "TOOLTIP": "Total number of conversations resolved by the bot / Total number of conversations handled by the bot * 100"
+      },
+      "HANDOFF_RATE": {
+        "LABEL": "Handoff Rate",
+        "TOOLTIP": "Total number of conversations handed off to agents / Total number of conversations handled by the bot * 100"
+      }
+    }
+  },
  "OVERVIEW_REPORTS": {
    "HEADER": "نظرة عامة",
    "LIVE": "مباشر",
@@ -476,5 +509,54 @@
    "THURSDAY": "Thursday",
    "FRIDAY": "Friday",
    "SATURDAY": "Saturday"
+  },
+  "SLA_REPORTS": {
+    "HEADER": "SLA Reports",
+    "NO_RECORDS": "SLA applied conversations are not available.",
+    "LOADING": "Loading SLA data...",
+    "DOWNLOAD_SLA_REPORTS": "Download SLA reports",
+    "DOWNLOAD_FAILED": "Failed to download SLA Reports",
+    "DROPDOWN": {
+      "ADD_FIlTER": "Add filter",
+      "CLEAR_ALL": "Clear all",
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "لم يتم العثور على النتائج",
+      "NO_FILTER": "No filters available",
+      "SEARCH": "Search filter",
+      "INPUT_PLACEHOLDER": {
+        "SLA": "SLA name",
+        "AGENTS": "اسم الموظف",
+        "INBOXES": "اسم صندوق الوارد",
+        "LABELS": "اسم الوسم",
+        "TEAMS": "اسم الفريق"
+      },
+      "SLA": "SLA Policy",
+      "INBOXES": "صندوق الوارد",
+      "AGENTS": "موظف الدعم",
+      "LABELS": "الوسم",
+      "TEAMS": "الفريق"
+    },
+    "METRICS": {
+      "HIT_RATE": {
+        "LABEL": "Hit Rate",
+        "TOOLTIP": "Percentage of SLAs created were completed successfully"
+      },
+      "NO_OF_MISSES": {
+        "LABEL": "Number of Misses",
+        "TOOLTIP": "Total SLA misses in a certain period"
+      },
+      "NO_OF_CONVERSATIONS": {
+        "LABEL": "Number of Conversations",
+        "TOOLTIP": "Total number of conversations with SLA"
+      }
+    },
+    "TABLE": {
+      "HEADER": {
+        "POLICY": "Policy",
+        "CONVERSATION": "المحادثات",
+        "AGENT": "موظف الدعم"
+      },
+      "VIEW_DETAILS": "View Details"
+    }
  }
 }
@@ -83,7 +83,10 @@
        "CONVERSATION_CREATION": "إرسال إشعارات للبريد الإلكتروني عند ورود محادثة جديدة",
        "CONVERSATION_MENTION": "إرسال إشعارات بالبريد الإلكتروني عندما يتم ذكرك في محادثة",
        "ASSIGNED_CONVERSATION_NEW_MESSAGE": "إرسال إشعارات البريد الإلكتروني عند إنشاء رسالة جديدة في محادثة موكلة",
-        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "إرسال إشعارات التنية عند إنشاء رسالة جديدة في محادثة موكلة"
+        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "إرسال إشعارات التنية عند إنشاء رسالة جديدة في محادثة موكلة",
+        "SLA_MISSED_FIRST_RESPONSE": "Send email notifications when a conversation misses first response SLA",
+        "SLA_MISSED_NEXT_RESPONSE": "Send email notifications when a conversation misses next response SLA",
+        "SLA_MISSED_RESOLUTION": "Send email notifications when a conversation misses resolution SLA"
      },
      "API": {
        "UPDATE_SUCCESS": "يتم تحديث إعدادات الإشعارات بنجاح",
@@ -98,7 +101,10 @@
        "ASSIGNED_CONVERSATION_NEW_MESSAGE": "إرسال إشعارات التنية عند إنشاء رسالة جديدة في محادثة موكلة",
        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "إرسال إشعارات التنية عند إنشاء رسالة جديدة في محادثة موكلة",
        "HAS_ENABLED_PUSH": "لقد قمت بتمكين الإشعارات لهذا المتصفح.",
-        "REQUEST_PUSH": "تفعيل إشعارات المتصفح"
+        "REQUEST_PUSH": "تفعيل إشعارات المتصفح",
+        "SLA_MISSED_FIRST_RESPONSE": "Send push notifications when a conversation misses first response SLA",
+        "SLA_MISSED_NEXT_RESPONSE": "Send push notifications when a conversation misses next response SLA",
+        "SLA_MISSED_RESOLUTION": "Send push notifications when a conversation misses resolution SLA"
      },
      "PROFILE_IMAGE": {
        "LABEL": "صورة الملف الشخصي"
@@ -199,6 +205,7 @@
  "SIDEBAR": {
    "CURRENTLY_VIEWING_ACCOUNT": "مشاهدة حاليا:",
    "SWITCH": "تبديل",
+    "INBOX_VIEW": "Inbox View",
    "CONVERSATIONS": "المحادثات",
    "INBOX": "صندوق الوارد",
    "ALL_CONVERSATIONS": "كل المحادثات",
@@ -237,6 +244,8 @@
    "CAMPAIGNS": "الحملات",
    "ONGOING": "جارية",
    "ONE_OFF": "إيقاف واحد",
+    "REPORTS_SLA": "SLA",
+    "REPORTS_BOT": "رد آلي",
    "REPORTS_AGENT": "موظف الدعم",
    "REPORTS_LABEL": "الوسوم",
    "REPORTS_INBOX": "صندوق الوارد",
@@ -1,22 +1,31 @@
 {
  "SLA": {
    "HEADER": "SLA",
-    "HEADER_BTN_TXT": "Add SLA",
+    "ADD_ACTION": "Add SLA",
+    "ADD_ACTION_LONG": "Create a new SLA Policy",
+    "DESCRIPTION": "Service Level Agreements (SLAs) are contracts that define clear expectations between your team and customers. They establish standards for response and resolution times, creating a framework for accountability and ensures a consistent, high-quality experience.",
+    "LEARN_MORE": "Learn more about SLA",
    "LOADING": "Fetching SLAs",
-    "SEARCH_404": "لا توجد عناصر مطابقة لهذا الاستعلام",
-    "SIDEBAR_TXT": "<p><b>SLA</b> <p>Think of Service Level Agreements (SLAs) like friendly promises between a service provider and a customer.</p> <p> These promises set clear expectations for things like how quickly the team will respond to issues, making sure you always get a reliable and top-notch experience!</p>",
    "LIST": {
      "404": "There are no SLAs available in this account.",
-      "TITLE": "Manage SLA",
-      "DESC": "SLAs: Friendly promises for great service!",
-      "TABLE_HEADER": [
-        "الاسم",
-        "الوصف",
-        "FRT",
-        "NRT",
-        "RT",
-        "ساعات العمل"
-      ]
+      "EMPTY": {
+        "TITLE_1": "Enterprise P0",
+        "DESC_1": "Issues raised by enterprise customers, that require immediate attention.",
+        "TITLE_2": "Enterprise P1",
+        "DESC_2": "Issues raised by enterprise customers, that needs to be acknowledged quickly."
+      },
+      "BUSINESS_HOURS_ON": "Business hours on",
+      "BUSINESS_HOURS_OFF": "Business hours off",
+      "RESPONSE_TYPES": {
+        "FRT": "First response time threshold",
+        "NRT": "Next response time threshold",
+        "RT": "Resolution time threshold",
+        "SHORT_HAND": {
+          "FRT": "FRT",
+          "NRT": "NRT",
+          "RT": "RT"
+        }
+      }
    },
    "FORM": {
      "NAME": {
@@ -56,18 +65,32 @@
    },
    "ADD": {
      "TITLE": "Add SLA",
-      "DESC": "SLAs: Friendly promises for great service!",
+      "DESC": "Friendly promises for great service!",
      "API": {
        "SUCCESS_MESSAGE": "SLA added successfully",
        "ERROR_MESSAGE": "حدث خطأ، الرجاء المحاولة مرة أخرى"
      }
    },
-    "EDIT": {
-      "TITLE": "Edit SLA",
+    "DELETE": {
+      "TITLE": "Delete SLA",
      "API": {
-        "SUCCESS_MESSAGE": "SLA updated successfully",
+        "SUCCESS_MESSAGE": "SLA deleted successfully",
        "ERROR_MESSAGE": "حدث خطأ، الرجاء المحاولة مرة أخرى"
+      },
+      "CONFIRM": {
+        "TITLE": "تأكيد الحذف",
+        "MESSAGE": "Are you sure you want to delete ",
+        "YES": "نعم، احذف ",
+        "NO": "لا، احتفظ "
      }
+    },
+    "EVENTS": {
+      "TITLE": "SLA Misses",
+      "FRT": "وقت الاستجابة الأولى",
+      "NRT": "Next response time",
+      "RT": "Resolution time",
+      "SHOW_MORE": "{count} more",
+      "HIDE": "Hide {count} rows"
    }
  }
 }
@@ -83,7 +83,7 @@
      "SELECT_ALL": "تحديد جميع الوكلاء",
      "SELECTED_COUNT": "تم تحديد %{selected} من أصل %{total} وكيل.",
      "BUTTON_TEXT": "إضافة موظفين",
-      "AGENT_VALIDATION_ERROR": "اختيار وكيل واحد على الاقل."
+      "AGENT_VALIDATION_ERROR": "اختيار وكيل واحد على الأقل."
    },
    "FINISH": {
      "TITLE": "أصبح فريقك جاهزة الآن!",
@@ -296,6 +296,8 @@
    "BUTTON": "Добавяне на персонализиран атрибут",
    "NOT_AVAILABLE": "Няма персонализирани атрибути за този контакт.",
    "COPY_SUCCESSFUL": "Успешно копиране в клипборда",
+    "SHOW_MORE": "Show all attributes",
+    "SHOW_LESS": "Show less attributes",
    "ACTIONS": {
      "COPY": "Копиране на атрибут",
      "DELETE": "Изтриване на атрибут",
@@ -44,7 +44,8 @@
      "CUSTOM_ATTRIBUTE_CHECKBOX": "Checkbox",
      "CREATED_AT": "Created At",
      "LAST_ACTIVITY": "Последна активност",
-      "REFERER_LINK": "Referrer link"
+      "REFERER_LINK": "Referrer link",
+      "BLOCKED": "Blocked"
    },
    "GROUPS": {
      "STANDARD_FILTERS": "Standard Filters",
@@ -64,7 +64,14 @@
      "SNOOZED_UNTIL": "Snoozed until",
      "SNOOZED_UNTIL_TOMORROW": "Snoozed until tomorrow",
      "SNOOZED_UNTIL_NEXT_WEEK": "Snoozed until next week",
-      "SNOOZED_UNTIL_NEXT_REPLY": "Snoozed until next reply"
+      "SNOOZED_UNTIL_NEXT_REPLY": "Snoozed until next reply",
+      "SLA_STATUS": {
+        "FRT": "FRT {status}",
+        "NRT": "NRT {status}",
+        "RT": "RT {status}",
+        "MISSED": "missed",
+        "DUE": "due"
+      }
    },
    "RESOLVE_DROPDOWN": {
      "MARK_PENDING": "Mark as pending",
@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}
@@ -87,7 +87,10 @@
      "conversation_assignment": "Conversation Assigned",
      "assigned_conversation_new_message": "New Message",
      "participating_conversation_new_message": "New Message",
-      "conversation_mention": "Mention"
+      "conversation_mention": "Mention",
+      "sla_missed_first_response": "SLA Missed",
+      "sla_missed_next_response": "SLA Missed",
+      "sla_missed_resolution": "SLA Missed"
    }
  },
  "NETWORK": {
@@ -4,24 +4,28 @@
      "TITLE": "Входяща кутия",
      "DISPLAY_DROPDOWN": "Display",
      "LOADING": "Fetching notifications",
-      "EOF": "All notifications loaded 🎉",
      "404": "There are no active notifications in this group.",
      "NO_NOTIFICATIONS": "No notifications",
      "NOTE": "Notifications from all subscribed inboxes",
+      "NO_MESSAGES_AVAILABLE": "Oops! Not able to fetch messages",
      "SNOOZED_UNTIL": "Snoozed until",
      "SNOOZED_UNTIL_TOMORROW": "Snoozed until tomorrow",
      "SNOOZED_UNTIL_NEXT_WEEK": "Snoozed until next week"
    },
    "ACTION_HEADER": {
      "SNOOZE": "Snooze notification",
-      "DELETE": "Delete notification"
+      "DELETE": "Delete notification",
+      "BACK": "Back"
    },
    "TYPES": {
      "CONVERSATION_MENTION": "You have been mentioned in a conversation",
      "CONVERSATION_CREATION": "New conversation created",
      "CONVERSATION_ASSIGNMENT": "A conversation has been assigned to you",
      "ASSIGNED_CONVERSATION_NEW_MESSAGE": "New message in an assigned conversation",
-      "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "New message in a conversation you are participating in"
+      "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "New message in a conversation you are participating in",
+      "SLA_MISSED_FIRST_RESPONSE": "SLA target first response missed for conversation",
+      "SLA_MISSED_NEXT_RESPONSE": "SLA target next response missed for conversation",
+      "SLA_MISSED_RESOLUTION": "SLA target resolution missed for conversation"
    },
    "MENU_ITEM": {
      "MARK_AS_READ": "Mark as read",
@@ -35,6 +35,14 @@
        "NAME": "Resolution Count",
        "DESC": "( Total )"
      },
+      "BOT_RESOLUTION_COUNT": {
+        "NAME": "Resolution Count",
+        "DESC": "( Total )"
+      },
+      "BOT_HANDOFF_COUNT": {
+        "NAME": "Handoff Count",
+        "DESC": "( Total )"
+      },
      "REPLY_TIME": {
        "NAME": "Customer waiting time",
        "TOOLTIP_TEXT": "Waiting time is %{metricValue} (based on %{conversationCount} replies)"
@@ -130,7 +138,11 @@
        "groupBy": "Month"
      }
    ],
-    "BUSINESS_HOURS": "Business Hours"
+    "BUSINESS_HOURS": "Business Hours",
+    "FILTER_ACTIONS": {
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "Няма намерени резултати"
+    }
  },
  "AGENT_REPORTS": {
    "HEADER": "Agents Overview",
@@ -433,6 +445,27 @@
      }
    }
  },
+  "BOT_REPORTS": {
+    "HEADER": "Bot Reports",
+    "METRIC": {
+      "TOTAL_CONVERSATIONS": {
+        "LABEL": "No. of Conversations",
+        "TOOLTIP": "Total number of conversations handled by the bot"
+      },
+      "TOTAL_RESPONSES": {
+        "LABEL": "Total Responses",
+        "TOOLTIP": "Total number of responses sent by the bot"
+      },
+      "RESOLUTION_RATE": {
+        "LABEL": "Resolution Rate",
+        "TOOLTIP": "Total number of conversations resolved by the bot / Total number of conversations handled by the bot * 100"
+      },
+      "HANDOFF_RATE": {
+        "LABEL": "Handoff Rate",
+        "TOOLTIP": "Total number of conversations handed off to agents / Total number of conversations handled by the bot * 100"
+      }
+    }
+  },
  "OVERVIEW_REPORTS": {
    "HEADER": "Overview",
    "LIVE": "Live",
@@ -476,5 +509,54 @@
    "THURSDAY": "Thursday",
    "FRIDAY": "Friday",
    "SATURDAY": "Saturday"
+  },
+  "SLA_REPORTS": {
+    "HEADER": "SLA Reports",
+    "NO_RECORDS": "SLA applied conversations are not available.",
+    "LOADING": "Loading SLA data...",
+    "DOWNLOAD_SLA_REPORTS": "Download SLA reports",
+    "DOWNLOAD_FAILED": "Failed to download SLA Reports",
+    "DROPDOWN": {
+      "ADD_FIlTER": "Add filter",
+      "CLEAR_ALL": "Clear all",
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "Няма намерени резултати",
+      "NO_FILTER": "No filters available",
+      "SEARCH": "Search filter",
+      "INPUT_PLACEHOLDER": {
+        "SLA": "SLA name",
+        "AGENTS": "Agent name",
+        "INBOXES": "Inbox name",
+        "LABELS": "Label name",
+        "TEAMS": "Team name"
+      },
+      "SLA": "SLA Policy",
+      "INBOXES": "Входяща кутия",
+      "AGENTS": "Агент",
+      "LABELS": "Label",
+      "TEAMS": "Team"
+    },
+    "METRICS": {
+      "HIT_RATE": {
+        "LABEL": "Hit Rate",
+        "TOOLTIP": "Percentage of SLAs created were completed successfully"
+      },
+      "NO_OF_MISSES": {
+        "LABEL": "Number of Misses",
+        "TOOLTIP": "Total SLA misses in a certain period"
+      },
+      "NO_OF_CONVERSATIONS": {
+        "LABEL": "Number of Conversations",
+        "TOOLTIP": "Total number of conversations with SLA"
+      }
+    },
+    "TABLE": {
+      "HEADER": {
+        "POLICY": "Policy",
+        "CONVERSATION": "Разговор",
+        "AGENT": "Агент"
+      },
+      "VIEW_DETAILS": "View Details"
+    }
  }
 }
@@ -83,7 +83,10 @@
        "CONVERSATION_CREATION": "Send email notifications when a new conversation is created",
        "CONVERSATION_MENTION": "Send email notifications when you are mentioned in a conversation",
        "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Send email notifications when a new message is created in an assigned conversation",
-        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Send email notifications when a new message is created in a participating conversation"
+        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Send email notifications when a new message is created in a participating conversation",
+        "SLA_MISSED_FIRST_RESPONSE": "Send email notifications when a conversation misses first response SLA",
+        "SLA_MISSED_NEXT_RESPONSE": "Send email notifications when a conversation misses next response SLA",
+        "SLA_MISSED_RESOLUTION": "Send email notifications when a conversation misses resolution SLA"
      },
      "API": {
        "UPDATE_SUCCESS": "Your notification preferences are updated successfully",
@@ -98,7 +101,10 @@
        "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Send push notifications when a new message is created in an assigned conversation",
        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Send push notifications when a new message is created in a participating conversation",
        "HAS_ENABLED_PUSH": "You have enabled push for this browser.",
-        "REQUEST_PUSH": "Enable push notifications"
+        "REQUEST_PUSH": "Enable push notifications",
+        "SLA_MISSED_FIRST_RESPONSE": "Send push notifications when a conversation misses first response SLA",
+        "SLA_MISSED_NEXT_RESPONSE": "Send push notifications when a conversation misses next response SLA",
+        "SLA_MISSED_RESOLUTION": "Send push notifications when a conversation misses resolution SLA"
      },
      "PROFILE_IMAGE": {
        "LABEL": "Profile Image"
@@ -199,6 +205,7 @@
  "SIDEBAR": {
    "CURRENTLY_VIEWING_ACCOUNT": "Currently viewing:",
    "SWITCH": "Switch",
+    "INBOX_VIEW": "Inbox View",
    "CONVERSATIONS": "Разговори",
    "INBOX": "Входяща кутия",
    "ALL_CONVERSATIONS": "All Conversations",
@@ -237,6 +244,8 @@
    "CAMPAIGNS": "Campaigns",
    "ONGOING": "Ongoing",
    "ONE_OFF": "One off",
+    "REPORTS_SLA": "SLA",
+    "REPORTS_BOT": "Бот",
    "REPORTS_AGENT": "Агенти",
    "REPORTS_LABEL": "Labels",
    "REPORTS_INBOX": "Входяща кутия",
@@ -1,22 +1,31 @@
 {
  "SLA": {
    "HEADER": "SLA",
-    "HEADER_BTN_TXT": "Add SLA",
+    "ADD_ACTION": "Add SLA",
+    "ADD_ACTION_LONG": "Create a new SLA Policy",
+    "DESCRIPTION": "Service Level Agreements (SLAs) are contracts that define clear expectations between your team and customers. They establish standards for response and resolution times, creating a framework for accountability and ensures a consistent, high-quality experience.",
+    "LEARN_MORE": "Learn more about SLA",
    "LOADING": "Fetching SLAs",
-    "SEARCH_404": "Няма резултати отговарящи на тази заявка",
-    "SIDEBAR_TXT": "<p><b>SLA</b> <p>Think of Service Level Agreements (SLAs) like friendly promises between a service provider and a customer.</p> <p> These promises set clear expectations for things like how quickly the team will respond to issues, making sure you always get a reliable and top-notch experience!</p>",
    "LIST": {
      "404": "There are no SLAs available in this account.",
-      "TITLE": "Manage SLA",
-      "DESC": "SLAs: Friendly promises for great service!",
-      "TABLE_HEADER": [
-        "Име",
-        "Описание",
-        "FRT",
-        "NRT",
-        "RT",
-        "Business Hours"
-      ]
+      "EMPTY": {
+        "TITLE_1": "Enterprise P0",
+        "DESC_1": "Issues raised by enterprise customers, that require immediate attention.",
+        "TITLE_2": "Enterprise P1",
+        "DESC_2": "Issues raised by enterprise customers, that needs to be acknowledged quickly."
+      },
+      "BUSINESS_HOURS_ON": "Business hours on",
+      "BUSINESS_HOURS_OFF": "Business hours off",
+      "RESPONSE_TYPES": {
+        "FRT": "First response time threshold",
+        "NRT": "Next response time threshold",
+        "RT": "Resolution time threshold",
+        "SHORT_HAND": {
+          "FRT": "FRT",
+          "NRT": "NRT",
+          "RT": "RT"
+        }
+      }
    },
    "FORM": {
      "NAME": {
@@ -56,18 +65,32 @@
    },
    "ADD": {
      "TITLE": "Add SLA",
-      "DESC": "SLAs: Friendly promises for great service!",
+      "DESC": "Friendly promises for great service!",
      "API": {
        "SUCCESS_MESSAGE": "SLA added successfully",
        "ERROR_MESSAGE": "Възникна грешка, моля опитайте отново"
      }
    },
-    "EDIT": {
-      "TITLE": "Edit SLA",
+    "DELETE": {
+      "TITLE": "Delete SLA",
      "API": {
-        "SUCCESS_MESSAGE": "SLA updated successfully",
+        "SUCCESS_MESSAGE": "SLA deleted successfully",
        "ERROR_MESSAGE": "Възникна грешка, моля опитайте отново"
+      },
+      "CONFIRM": {
+        "TITLE": "Потвърди изтриването",
+        "MESSAGE": "Are you sure you want to delete ",
+        "YES": "Да, изтрий ",
+        "NO": "Не, запази "
      }
+    },
+    "EVENTS": {
+      "TITLE": "SLA Misses",
+      "FRT": "First response time",
+      "NRT": "Next response time",
+      "RT": "Resolution time",
+      "SHOW_MORE": "{count} more",
+      "HIDE": "Hide {count} rows"
    }
  }
 }
@@ -296,6 +296,8 @@
    "BUTTON": "Add custom attribute",
    "NOT_AVAILABLE": "There are no custom attributes available for this contact.",
    "COPY_SUCCESSFUL": "S'ha copiat al porta-retalls amb èxit",
+    "SHOW_MORE": "Show all attributes",
+    "SHOW_LESS": "Show less attributes",
    "ACTIONS": {
      "COPY": "Copy attribute",
      "DELETE": "Delete attribute",
@@ -44,7 +44,8 @@
      "CUSTOM_ATTRIBUTE_CHECKBOX": "Checkbox",
      "CREATED_AT": "Created At",
      "LAST_ACTIVITY": "Last Activity",
-      "REFERER_LINK": "Referrer link"
+      "REFERER_LINK": "Referrer link",
+      "BLOCKED": "Blocked"
    },
    "GROUPS": {
      "STANDARD_FILTERS": "Standard Filters",
@@ -64,7 +64,14 @@
      "SNOOZED_UNTIL": "Snoozed until",
      "SNOOZED_UNTIL_TOMORROW": "Snoozed until tomorrow",
      "SNOOZED_UNTIL_NEXT_WEEK": "Snoozed until next week",
-      "SNOOZED_UNTIL_NEXT_REPLY": "Snoozed until next reply"
+      "SNOOZED_UNTIL_NEXT_REPLY": "Snoozed until next reply",
+      "SLA_STATUS": {
+        "FRT": "FRT {status}",
+        "NRT": "NRT {status}",
+        "RT": "RT {status}",
+        "MISSED": "missed",
+        "DUE": "due"
+      }
    },
    "RESOLVE_DROPDOWN": {
      "MARK_PENDING": "Mark as pending",
@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}
@@ -87,7 +87,10 @@
      "conversation_assignment": "Conversació Assignada",
      "assigned_conversation_new_message": "Missatge Nou",
      "participating_conversation_new_message": "Missatge Nou",
-      "conversation_mention": "Menció"
+      "conversation_mention": "Menció",
+      "sla_missed_first_response": "SLA Missed",
+      "sla_missed_next_response": "SLA Missed",
+      "sla_missed_resolution": "SLA Missed"
    }
  },
  "NETWORK": {
@@ -4,24 +4,28 @@
      "TITLE": "Inbox",
      "DISPLAY_DROPDOWN": "Display",
      "LOADING": "Fetching notifications",
-      "EOF": "S'han carregat totes les notificacions 🎉",
      "404": "There are no active notifications in this group.",
      "NO_NOTIFICATIONS": "No notifications",
      "NOTE": "Notifications from all subscribed inboxes",
+      "NO_MESSAGES_AVAILABLE": "Oops! Not able to fetch messages",
      "SNOOZED_UNTIL": "Snoozed until",
      "SNOOZED_UNTIL_TOMORROW": "Snoozed until tomorrow",
      "SNOOZED_UNTIL_NEXT_WEEK": "Snoozed until next week"
    },
    "ACTION_HEADER": {
      "SNOOZE": "Snooze notification",
-      "DELETE": "Delete notification"
+      "DELETE": "Delete notification",
+      "BACK": "Enrere"
    },
    "TYPES": {
      "CONVERSATION_MENTION": "You have been mentioned in a conversation",
      "CONVERSATION_CREATION": "New conversation created",
      "CONVERSATION_ASSIGNMENT": "A conversation has been assigned to you",
      "ASSIGNED_CONVERSATION_NEW_MESSAGE": "New message in an assigned conversation",
-      "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "New message in a conversation you are participating in"
+      "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "New message in a conversation you are participating in",
+      "SLA_MISSED_FIRST_RESPONSE": "SLA target first response missed for conversation",
+      "SLA_MISSED_NEXT_RESPONSE": "SLA target next response missed for conversation",
+      "SLA_MISSED_RESOLUTION": "SLA target resolution missed for conversation"
    },
    "MENU_ITEM": {
      "MARK_AS_READ": "Mark as read",
@@ -35,6 +35,14 @@
        "NAME": "Total de resolucions",
        "DESC": "( Total )"
      },
+      "BOT_RESOLUTION_COUNT": {
+        "NAME": "Total de resolucions",
+        "DESC": "( Total )"
+      },
+      "BOT_HANDOFF_COUNT": {
+        "NAME": "Handoff Count",
+        "DESC": "( Total )"
+      },
      "REPLY_TIME": {
        "NAME": "Customer waiting time",
        "TOOLTIP_TEXT": "Waiting time is %{metricValue} (based on %{conversationCount} replies)"
@@ -130,7 +138,11 @@
        "groupBy": "Month"
      }
    ],
-    "BUSINESS_HOURS": "Business Hours"
+    "BUSINESS_HOURS": "Business Hours",
+    "FILTER_ACTIONS": {
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "No s'ha trobat agents"
+    }
  },
  "AGENT_REPORTS": {
    "HEADER": "Agents Overview",
@@ -433,6 +445,27 @@
      }
    }
  },
+  "BOT_REPORTS": {
+    "HEADER": "Bot Reports",
+    "METRIC": {
+      "TOTAL_CONVERSATIONS": {
+        "LABEL": "No. of Conversations",
+        "TOOLTIP": "Total number of conversations handled by the bot"
+      },
+      "TOTAL_RESPONSES": {
+        "LABEL": "Total Responses",
+        "TOOLTIP": "Total number of responses sent by the bot"
+      },
+      "RESOLUTION_RATE": {
+        "LABEL": "Resolution Rate",
+        "TOOLTIP": "Total number of conversations resolved by the bot / Total number of conversations handled by the bot * 100"
+      },
+      "HANDOFF_RATE": {
+        "LABEL": "Handoff Rate",
+        "TOOLTIP": "Total number of conversations handed off to agents / Total number of conversations handled by the bot * 100"
+      }
+    }
+  },
  "OVERVIEW_REPORTS": {
    "HEADER": "Overview",
    "LIVE": "Live",
@@ -476,5 +509,54 @@
    "THURSDAY": "Thursday",
    "FRIDAY": "Friday",
    "SATURDAY": "Saturday"
+  },
+  "SLA_REPORTS": {
+    "HEADER": "SLA Reports",
+    "NO_RECORDS": "SLA applied conversations are not available.",
+    "LOADING": "Loading SLA data...",
+    "DOWNLOAD_SLA_REPORTS": "Download SLA reports",
+    "DOWNLOAD_FAILED": "Failed to download SLA Reports",
+    "DROPDOWN": {
+      "ADD_FIlTER": "Add filter",
+      "CLEAR_ALL": "Clear all",
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "No s'ha trobat agents",
+      "NO_FILTER": "No filters available",
+      "SEARCH": "Search filter",
+      "INPUT_PLACEHOLDER": {
+        "SLA": "SLA name",
+        "AGENTS": "Agent name",
+        "INBOXES": "Inbox name",
+        "LABELS": "Nom de l'etiqueta",
+        "TEAMS": "Team name"
+      },
+      "SLA": "SLA Policy",
+      "INBOXES": "Inbox",
+      "AGENTS": "Agent",
+      "LABELS": "Label",
+      "TEAMS": "Team"
+    },
+    "METRICS": {
+      "HIT_RATE": {
+        "LABEL": "Hit Rate",
+        "TOOLTIP": "Percentage of SLAs created were completed successfully"
+      },
+      "NO_OF_MISSES": {
+        "LABEL": "Number of Misses",
+        "TOOLTIP": "Total SLA misses in a certain period"
+      },
+      "NO_OF_CONVERSATIONS": {
+        "LABEL": "Number of Conversations",
+        "TOOLTIP": "Total number of conversations with SLA"
+      }
+    },
+    "TABLE": {
+      "HEADER": {
+        "POLICY": "Policy",
+        "CONVERSATION": "Conversation",
+        "AGENT": "Agent"
+      },
+      "VIEW_DETAILS": "View Details"
+    }
  }
 }
@@ -83,7 +83,10 @@
        "CONVERSATION_CREATION": "Envieu notificacions per correu electrònic quan es crea una nova conversa",
        "CONVERSATION_MENTION": "Enviar notificacions per mail quan siguis esmentat en una conversació",
        "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Envia notificacions per correu electrònic quan es creï un missatge nou en una conversa assignada",
-        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Send email notifications when a new message is created in a participating conversation"
+        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Send email notifications when a new message is created in a participating conversation",
+        "SLA_MISSED_FIRST_RESPONSE": "Send email notifications when a conversation misses first response SLA",
+        "SLA_MISSED_NEXT_RESPONSE": "Send email notifications when a conversation misses next response SLA",
+        "SLA_MISSED_RESOLUTION": "Send email notifications when a conversation misses resolution SLA"
      },
      "API": {
        "UPDATE_SUCCESS": "Les teves preferències de notificació s’han actualitzat correctament",
@@ -98,7 +101,10 @@
        "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Envia notificacions automàtiques quan es creï un missatge nou en una conversa assignada",
        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Send push notifications when a new message is created in a participating conversation",
        "HAS_ENABLED_PUSH": "Heu activat les notificacions per a aquest navegador.",
-        "REQUEST_PUSH": "Activa les notificacions"
+        "REQUEST_PUSH": "Activa les notificacions",
+        "SLA_MISSED_FIRST_RESPONSE": "Send push notifications when a conversation misses first response SLA",
+        "SLA_MISSED_NEXT_RESPONSE": "Send push notifications when a conversation misses next response SLA",
+        "SLA_MISSED_RESOLUTION": "Send push notifications when a conversation misses resolution SLA"
      },
      "PROFILE_IMAGE": {
        "LABEL": "Imatge del Perfil"
@@ -199,6 +205,7 @@
  "SIDEBAR": {
    "CURRENTLY_VIEWING_ACCOUNT": "Currently viewing:",
    "SWITCH": "Switch",
+    "INBOX_VIEW": "Inbox View",
    "CONVERSATIONS": "Converses",
    "INBOX": "Inbox",
    "ALL_CONVERSATIONS": "All Conversations",
@@ -237,6 +244,8 @@
    "CAMPAIGNS": "Campaigns",
    "ONGOING": "Ongoing",
    "ONE_OFF": "One off",
+    "REPORTS_SLA": "SLA",
+    "REPORTS_BOT": "Bot",
    "REPORTS_AGENT": "Agents",
    "REPORTS_LABEL": "Etiquetes",
    "REPORTS_INBOX": "Inbox",
@@ -1,22 +1,31 @@
 {
  "SLA": {
    "HEADER": "SLA",
-    "HEADER_BTN_TXT": "Add SLA",
+    "ADD_ACTION": "Add SLA",
+    "ADD_ACTION_LONG": "Create a new SLA Policy",
+    "DESCRIPTION": "Service Level Agreements (SLAs) are contracts that define clear expectations between your team and customers. They establish standards for response and resolution times, creating a framework for accountability and ensures a consistent, high-quality experience.",
+    "LEARN_MORE": "Learn more about SLA",
    "LOADING": "Fetching SLAs",
-    "SEARCH_404": "No hi ha articles que coincideixin amb aquesta consulta",
-    "SIDEBAR_TXT": "<p><b>SLA</b> <p>Think of Service Level Agreements (SLAs) like friendly promises between a service provider and a customer.</p> <p> These promises set clear expectations for things like how quickly the team will respond to issues, making sure you always get a reliable and top-notch experience!</p>",
    "LIST": {
      "404": "There are no SLAs available in this account.",
-      "TITLE": "Manage SLA",
-      "DESC": "SLAs: Friendly promises for great service!",
-      "TABLE_HEADER": [
-        "Nom",
-        "Descripció",
-        "FRT",
-        "NRT",
-        "RT",
-        "Business Hours"
-      ]
+      "EMPTY": {
+        "TITLE_1": "Enterprise P0",
+        "DESC_1": "Issues raised by enterprise customers, that require immediate attention.",
+        "TITLE_2": "Enterprise P1",
+        "DESC_2": "Issues raised by enterprise customers, that needs to be acknowledged quickly."
+      },
+      "BUSINESS_HOURS_ON": "Business hours on",
+      "BUSINESS_HOURS_OFF": "Business hours off",
+      "RESPONSE_TYPES": {
+        "FRT": "First response time threshold",
+        "NRT": "Next response time threshold",
+        "RT": "Resolution time threshold",
+        "SHORT_HAND": {
+          "FRT": "FRT",
+          "NRT": "NRT",
+          "RT": "RT"
+        }
+      }
    },
    "FORM": {
      "NAME": {
@@ -56,18 +65,32 @@
    },
    "ADD": {
      "TITLE": "Add SLA",
-      "DESC": "SLAs: Friendly promises for great service!",
+      "DESC": "Friendly promises for great service!",
      "API": {
        "SUCCESS_MESSAGE": "SLA added successfully",
        "ERROR_MESSAGE": "S'ha produït un error; tornau-ho a provar"
      }
    },
-    "EDIT": {
-      "TITLE": "Edit SLA",
+    "DELETE": {
+      "TITLE": "Delete SLA",
      "API": {
-        "SUCCESS_MESSAGE": "SLA updated successfully",
+        "SUCCESS_MESSAGE": "SLA deleted successfully",
        "ERROR_MESSAGE": "S'ha produït un error; tornau-ho a provar"
+      },
+      "CONFIRM": {
+        "TITLE": "Confirma l'esborrat",
+        "MESSAGE": "Are you sure you want to delete ",
+        "YES": "Si, esborra ",
+        "NO": "No, segueix "
      }
+    },
+    "EVENTS": {
+      "TITLE": "SLA Misses",
+      "FRT": "Primer temps de resposta",
+      "NRT": "Next response time",
+      "RT": "Resolution time",
+      "SHOW_MORE": "{count} more",
+      "HIDE": "Hide {count} rows"
    }
  }
 }
@@ -296,6 +296,8 @@
    "BUTTON": "Add custom attribute",
    "NOT_AVAILABLE": "There are no custom attributes available for this contact.",
    "COPY_SUCCESSFUL": "Úspěšně zkopírováno do schránky",
+    "SHOW_MORE": "Show all attributes",
+    "SHOW_LESS": "Show less attributes",
    "ACTIONS": {
      "COPY": "Copy attribute",
      "DELETE": "Delete attribute",
@@ -44,7 +44,8 @@
      "CUSTOM_ATTRIBUTE_CHECKBOX": "Zaškrtávací pole",
      "CREATED_AT": "Vytvořeno",
      "LAST_ACTIVITY": "Poslední aktivita",
-      "REFERER_LINK": "Odkazující odkaz"
+      "REFERER_LINK": "Odkazující odkaz",
+      "BLOCKED": "Blocked"
    },
    "GROUPS": {
      "STANDARD_FILTERS": "Standardní filtry",
@@ -64,7 +64,14 @@
      "SNOOZED_UNTIL": "Snoozed until",
      "SNOOZED_UNTIL_TOMORROW": "Odloženo do zítřka",
      "SNOOZED_UNTIL_NEXT_WEEK": "Odloženo do příštího týdne",
-      "SNOOZED_UNTIL_NEXT_REPLY": "Odloženo do další odpovědi"
+      "SNOOZED_UNTIL_NEXT_REPLY": "Odloženo do další odpovědi",
+      "SLA_STATUS": {
+        "FRT": "FRT {status}",
+        "NRT": "NRT {status}",
+        "RT": "RT {status}",
+        "MISSED": "missed",
+        "DUE": "due"
+      }
    },
    "RESOLVE_DROPDOWN": {
      "MARK_PENDING": "Označit jako nevyřízené",
@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}
@@ -87,7 +87,10 @@
      "conversation_assignment": "Přiřazená konverzace",
      "assigned_conversation_new_message": "Nová zpráva",
      "participating_conversation_new_message": "Nová zpráva",
-      "conversation_mention": "Zmínka"
+      "conversation_mention": "Zmínka",
+      "sla_missed_first_response": "SLA Missed",
+      "sla_missed_next_response": "SLA Missed",
+      "sla_missed_resolution": "SLA Missed"
    }
  },
  "NETWORK": {
@@ -4,24 +4,28 @@
      "TITLE": "Inbox",
      "DISPLAY_DROPDOWN": "Display",
      "LOADING": "Fetching notifications",
-      "EOF": "All notifications loaded 🎉",
      "404": "There are no active notifications in this group.",
      "NO_NOTIFICATIONS": "No notifications",
      "NOTE": "Notifications from all subscribed inboxes",
+      "NO_MESSAGES_AVAILABLE": "Oops! Not able to fetch messages",
      "SNOOZED_UNTIL": "Snoozed until",
      "SNOOZED_UNTIL_TOMORROW": "Odloženo do zítřka",
      "SNOOZED_UNTIL_NEXT_WEEK": "Odloženo do příštího týdne"
    },
    "ACTION_HEADER": {
      "SNOOZE": "Snooze notification",
-      "DELETE": "Delete notification"
+      "DELETE": "Delete notification",
+      "BACK": "Zpět"
    },
    "TYPES": {
      "CONVERSATION_MENTION": "You have been mentioned in a conversation",
      "CONVERSATION_CREATION": "New conversation created",
      "CONVERSATION_ASSIGNMENT": "A conversation has been assigned to you",
      "ASSIGNED_CONVERSATION_NEW_MESSAGE": "New message in an assigned conversation",
-      "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "New message in a conversation you are participating in"
+      "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "New message in a conversation you are participating in",
+      "SLA_MISSED_FIRST_RESPONSE": "SLA target first response missed for conversation",
+      "SLA_MISSED_NEXT_RESPONSE": "SLA target next response missed for conversation",
+      "SLA_MISSED_RESOLUTION": "SLA target resolution missed for conversation"
    },
    "MENU_ITEM": {
      "MARK_AS_READ": "Mark as read",
@@ -35,6 +35,14 @@
        "NAME": "Počet rozlišení",
        "DESC": "( celkem)"
      },
+      "BOT_RESOLUTION_COUNT": {
+        "NAME": "Počet rozlišení",
+        "DESC": "( celkem)"
+      },
+      "BOT_HANDOFF_COUNT": {
+        "NAME": "Handoff Count",
+        "DESC": "( celkem)"
+      },
      "REPLY_TIME": {
        "NAME": "Customer waiting time",
        "TOOLTIP_TEXT": "Waiting time is %{metricValue} (based on %{conversationCount} replies)"
@@ -130,7 +138,11 @@
        "groupBy": "Měsíc"
      }
    ],
-    "BUSINESS_HOURS": "Pracovní doba"
+    "BUSINESS_HOURS": "Pracovní doba",
+    "FILTER_ACTIONS": {
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "Žádné výsledky"
+    }
  },
  "AGENT_REPORTS": {
    "HEADER": "Agents Overview",
@@ -433,6 +445,27 @@
      }
    }
  },
+  "BOT_REPORTS": {
+    "HEADER": "Bot Reports",
+    "METRIC": {
+      "TOTAL_CONVERSATIONS": {
+        "LABEL": "No. of Conversations",
+        "TOOLTIP": "Total number of conversations handled by the bot"
+      },
+      "TOTAL_RESPONSES": {
+        "LABEL": "Total Responses",
+        "TOOLTIP": "Total number of responses sent by the bot"
+      },
+      "RESOLUTION_RATE": {
+        "LABEL": "Resolution Rate",
+        "TOOLTIP": "Total number of conversations resolved by the bot / Total number of conversations handled by the bot * 100"
+      },
+      "HANDOFF_RATE": {
+        "LABEL": "Handoff Rate",
+        "TOOLTIP": "Total number of conversations handed off to agents / Total number of conversations handled by the bot * 100"
+      }
+    }
+  },
  "OVERVIEW_REPORTS": {
    "HEADER": "Overview",
    "LIVE": "Live",
@@ -476,5 +509,54 @@
    "THURSDAY": "Thursday",
    "FRIDAY": "Friday",
    "SATURDAY": "Saturday"
+  },
+  "SLA_REPORTS": {
+    "HEADER": "SLA Reports",
+    "NO_RECORDS": "SLA applied conversations are not available.",
+    "LOADING": "Loading SLA data...",
+    "DOWNLOAD_SLA_REPORTS": "Download SLA reports",
+    "DOWNLOAD_FAILED": "Failed to download SLA Reports",
+    "DROPDOWN": {
+      "ADD_FIlTER": "Add filter",
+      "CLEAR_ALL": "Clear all",
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "Žádné výsledky",
+      "NO_FILTER": "No filters available",
+      "SEARCH": "Search filter",
+      "INPUT_PLACEHOLDER": {
+        "SLA": "SLA name",
+        "AGENTS": "Jméno agenta",
+        "INBOXES": "Inbox name",
+        "LABELS": "Label name",
+        "TEAMS": "Team name"
+      },
+      "SLA": "SLA Policy",
+      "INBOXES": "Inbox",
+      "AGENTS": "Agent",
+      "LABELS": "Label",
+      "TEAMS": "Team"
+    },
+    "METRICS": {
+      "HIT_RATE": {
+        "LABEL": "Hit Rate",
+        "TOOLTIP": "Percentage of SLAs created were completed successfully"
+      },
+      "NO_OF_MISSES": {
+        "LABEL": "Number of Misses",
+        "TOOLTIP": "Total SLA misses in a certain period"
+      },
+      "NO_OF_CONVERSATIONS": {
+        "LABEL": "Number of Conversations",
+        "TOOLTIP": "Total number of conversations with SLA"
+      }
+    },
+    "TABLE": {
+      "HEADER": {
+        "POLICY": "Policy",
+        "CONVERSATION": "Conversation",
+        "AGENT": "Agent"
+      },
+      "VIEW_DETAILS": "View Details"
+    }
  }
 }
@@ -83,7 +83,10 @@
        "CONVERSATION_CREATION": "Odeslat oznámení e-mailem při vytváření nové konverzace",
        "CONVERSATION_MENTION": "Odeslat oznámení e-mailem, pokud jste zmíněni v konverzaci",
        "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Odeslat oznámení e-mailem, když je nová zpráva vytvořena v přiřazené konverzaci",
-        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Send email notifications when a new message is created in a participating conversation"
+        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Send email notifications when a new message is created in a participating conversation",
+        "SLA_MISSED_FIRST_RESPONSE": "Send email notifications when a conversation misses first response SLA",
+        "SLA_MISSED_NEXT_RESPONSE": "Send email notifications when a conversation misses next response SLA",
+        "SLA_MISSED_RESOLUTION": "Send email notifications when a conversation misses resolution SLA"
      },
      "API": {
        "UPDATE_SUCCESS": "Vaše předvolby oznámení byly úspěšně aktualizovány",
@@ -98,7 +101,10 @@
        "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Odeslat push oznámení, když je nová zpráva vytvořena v přiřazené konverzaci",
        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Send push notifications when a new message is created in a participating conversation",
        "HAS_ENABLED_PUSH": "Povolili jste push pro tento prohlížeč.",
-        "REQUEST_PUSH": "Povolit push oznámení"
+        "REQUEST_PUSH": "Povolit push oznámení",
+        "SLA_MISSED_FIRST_RESPONSE": "Send push notifications when a conversation misses first response SLA",
+        "SLA_MISSED_NEXT_RESPONSE": "Send push notifications when a conversation misses next response SLA",
+        "SLA_MISSED_RESOLUTION": "Send push notifications when a conversation misses resolution SLA"
      },
      "PROFILE_IMAGE": {
        "LABEL": "Profil obrázek"
@@ -199,6 +205,7 @@
  "SIDEBAR": {
    "CURRENTLY_VIEWING_ACCOUNT": "Currently viewing:",
    "SWITCH": "Switch",
+    "INBOX_VIEW": "Inbox View",
    "CONVERSATIONS": "Konverzace",
    "INBOX": "Inbox",
    "ALL_CONVERSATIONS": "All Conversations",
@@ -237,6 +244,8 @@
    "CAMPAIGNS": "Kampaně",
    "ONGOING": "Ongoing",
    "ONE_OFF": "One off",
+    "REPORTS_SLA": "SLA",
+    "REPORTS_BOT": "Bot",
    "REPORTS_AGENT": "Agenti",
    "REPORTS_LABEL": "Štítky",
    "REPORTS_INBOX": "Inbox",
@@ -1,22 +1,31 @@
 {
  "SLA": {
    "HEADER": "SLA",
-    "HEADER_BTN_TXT": "Add SLA",
+    "ADD_ACTION": "Add SLA",
+    "ADD_ACTION_LONG": "Create a new SLA Policy",
+    "DESCRIPTION": "Service Level Agreements (SLAs) are contracts that define clear expectations between your team and customers. They establish standards for response and resolution times, creating a framework for accountability and ensures a consistent, high-quality experience.",
+    "LEARN_MORE": "Learn more about SLA",
    "LOADING": "Fetching SLAs",
-    "SEARCH_404": "Neexistují žádné položky odpovídající tomuto dotazu",
-    "SIDEBAR_TXT": "<p><b>SLA</b> <p>Think of Service Level Agreements (SLAs) like friendly promises between a service provider and a customer.</p> <p> These promises set clear expectations for things like how quickly the team will respond to issues, making sure you always get a reliable and top-notch experience!</p>",
    "LIST": {
      "404": "There are no SLAs available in this account.",
-      "TITLE": "Manage SLA",
-      "DESC": "SLAs: Friendly promises for great service!",
-      "TABLE_HEADER": [
-        "Název",
-        "Description",
-        "FRT",
-        "NRT",
-        "RT",
-        "Pracovní doba"
-      ]
+      "EMPTY": {
+        "TITLE_1": "Enterprise P0",
+        "DESC_1": "Issues raised by enterprise customers, that require immediate attention.",
+        "TITLE_2": "Enterprise P1",
+        "DESC_2": "Issues raised by enterprise customers, that needs to be acknowledged quickly."
+      },
+      "BUSINESS_HOURS_ON": "Business hours on",
+      "BUSINESS_HOURS_OFF": "Business hours off",
+      "RESPONSE_TYPES": {
+        "FRT": "First response time threshold",
+        "NRT": "Next response time threshold",
+        "RT": "Resolution time threshold",
+        "SHORT_HAND": {
+          "FRT": "FRT",
+          "NRT": "NRT",
+          "RT": "RT"
+        }
+      }
    },
    "FORM": {
      "NAME": {
@@ -56,18 +65,32 @@
    },
    "ADD": {
      "TITLE": "Add SLA",
-      "DESC": "SLAs: Friendly promises for great service!",
+      "DESC": "Friendly promises for great service!",
      "API": {
        "SUCCESS_MESSAGE": "SLA added successfully",
        "ERROR_MESSAGE": "Došlo k chybě, zkuste to prosím znovu"
      }
    },
-    "EDIT": {
-      "TITLE": "Edit SLA",
+    "DELETE": {
+      "TITLE": "Delete SLA",
      "API": {
-        "SUCCESS_MESSAGE": "SLA updated successfully",
+        "SUCCESS_MESSAGE": "SLA deleted successfully",
        "ERROR_MESSAGE": "Došlo k chybě, zkuste to prosím znovu"
+      },
+      "CONFIRM": {
+        "TITLE": "Potvrdit odstranění",
+        "MESSAGE": "Are you sure you want to delete ",
+        "YES": "Ano, odstranit ",
+        "NO": "Ne, zachovat "
      }
+    },
+    "EVENTS": {
+      "TITLE": "SLA Misses",
+      "FRT": "Čas první odpovědi",
+      "NRT": "Next response time",
+      "RT": "Resolution time",
+      "SHOW_MORE": "{count} more",
+      "HIDE": "Hide {count} rows"
    }
  }
 }
@@ -296,6 +296,8 @@
    "BUTTON": "Tilføj brugerdefineret attribut",
    "NOT_AVAILABLE": "Der er ingen brugerdefinerede attributter tilgængelige for denne kontakt.",
    "COPY_SUCCESSFUL": "Kopiering til udklipsholder lykkedes",
+    "SHOW_MORE": "Show all attributes",
+    "SHOW_LESS": "Show less attributes",
    "ACTIONS": {
      "COPY": "Kopier attribut",
      "DELETE": "Slet egenskab",
@@ -44,7 +44,8 @@
      "CUSTOM_ATTRIBUTE_CHECKBOX": "Afkrydsningsfelt",
      "CREATED_AT": "Oprettet Den",
      "LAST_ACTIVITY": "Sidste Aktivitet",
-      "REFERER_LINK": "Link til reference"
+      "REFERER_LINK": "Link til reference",
+      "BLOCKED": "Blocked"
    },
    "GROUPS": {
      "STANDARD_FILTERS": "Standard Filtre",
@@ -64,7 +64,14 @@
      "SNOOZED_UNTIL": "Snoozed until",
      "SNOOZED_UNTIL_TOMORROW": "Udsat til i morgen",
      "SNOOZED_UNTIL_NEXT_WEEK": "Udsat indtil næste uge",
-      "SNOOZED_UNTIL_NEXT_REPLY": "Udsat indtil næste svar"
+      "SNOOZED_UNTIL_NEXT_REPLY": "Udsat indtil næste svar",
+      "SLA_STATUS": {
+        "FRT": "FRT {status}",
+        "NRT": "NRT {status}",
+        "RT": "RT {status}",
+        "MISSED": "missed",
+        "DUE": "due"
+      }
    },
    "RESOLVE_DROPDOWN": {
      "MARK_PENDING": "Markér som afventende",
@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}
@@ -87,7 +87,10 @@
      "conversation_assignment": "Samtale Tildelt",
      "assigned_conversation_new_message": "Ny Besked",
      "participating_conversation_new_message": "Ny Besked",
-      "conversation_mention": "Omtale"
+      "conversation_mention": "Omtale",
+      "sla_missed_first_response": "SLA Missed",
+      "sla_missed_next_response": "SLA Missed",
+      "sla_missed_resolution": "SLA Missed"
    }
  },
  "NETWORK": {
@@ -4,24 +4,28 @@
      "TITLE": "Indbakke",
      "DISPLAY_DROPDOWN": "Display",
      "LOADING": "Fetching notifications",
-      "EOF": "All notifications loaded 🎉",
      "404": "There are no active notifications in this group.",
      "NO_NOTIFICATIONS": "No notifications",
      "NOTE": "Notifications from all subscribed inboxes",
+      "NO_MESSAGES_AVAILABLE": "Oops! Not able to fetch messages",
      "SNOOZED_UNTIL": "Snoozed until",
      "SNOOZED_UNTIL_TOMORROW": "Udsat til i morgen",
      "SNOOZED_UNTIL_NEXT_WEEK": "Udsat indtil næste uge"
    },
    "ACTION_HEADER": {
      "SNOOZE": "Snooze notification",
-      "DELETE": "Delete notification"
+      "DELETE": "Delete notification",
+      "BACK": "Tilbage"
    },
    "TYPES": {
      "CONVERSATION_MENTION": "You have been mentioned in a conversation",
      "CONVERSATION_CREATION": "New conversation created",
      "CONVERSATION_ASSIGNMENT": "A conversation has been assigned to you",
      "ASSIGNED_CONVERSATION_NEW_MESSAGE": "New message in an assigned conversation",
-      "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "New message in a conversation you are participating in"
+      "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "New message in a conversation you are participating in",
+      "SLA_MISSED_FIRST_RESPONSE": "SLA target first response missed for conversation",
+      "SLA_MISSED_NEXT_RESPONSE": "SLA target next response missed for conversation",
+      "SLA_MISSED_RESOLUTION": "SLA target resolution missed for conversation"
    },
    "MENU_ITEM": {
      "MARK_AS_READ": "Mark as read",
@@ -35,6 +35,14 @@
        "NAME": "Antal Afsluttede",
        "DESC": "( Total )"
      },
+      "BOT_RESOLUTION_COUNT": {
+        "NAME": "Antal Afsluttede",
+        "DESC": "( Total )"
+      },
+      "BOT_HANDOFF_COUNT": {
+        "NAME": "Handoff Count",
+        "DESC": "( Total )"
+      },
      "REPLY_TIME": {
        "NAME": "Customer waiting time",
        "TOOLTIP_TEXT": "Waiting time is %{metricValue} (based on %{conversationCount} replies)"
@@ -130,7 +138,11 @@
        "groupBy": "Måned"
      }
    ],
-    "BUSINESS_HOURS": "Forretningstider"
+    "BUSINESS_HOURS": "Forretningstider",
+    "FILTER_ACTIONS": {
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "Ingen resultater fundet"
+    }
  },
  "AGENT_REPORTS": {
    "HEADER": "Agenter Oversigt",
@@ -433,6 +445,27 @@
      }
    }
  },
+  "BOT_REPORTS": {
+    "HEADER": "Bot Reports",
+    "METRIC": {
+      "TOTAL_CONVERSATIONS": {
+        "LABEL": "No. of Conversations",
+        "TOOLTIP": "Total number of conversations handled by the bot"
+      },
+      "TOTAL_RESPONSES": {
+        "LABEL": "Total Responses",
+        "TOOLTIP": "Total number of responses sent by the bot"
+      },
+      "RESOLUTION_RATE": {
+        "LABEL": "Resolution Rate",
+        "TOOLTIP": "Total number of conversations resolved by the bot / Total number of conversations handled by the bot * 100"
+      },
+      "HANDOFF_RATE": {
+        "LABEL": "Handoff Rate",
+        "TOOLTIP": "Total number of conversations handed off to agents / Total number of conversations handled by the bot * 100"
+      }
+    }
+  },
  "OVERVIEW_REPORTS": {
    "HEADER": "Oversigt",
    "LIVE": "Levende",
@@ -476,5 +509,54 @@
    "THURSDAY": "Thursday",
    "FRIDAY": "Friday",
    "SATURDAY": "Saturday"
+  },
+  "SLA_REPORTS": {
+    "HEADER": "SLA Reports",
+    "NO_RECORDS": "SLA applied conversations are not available.",
+    "LOADING": "Loading SLA data...",
+    "DOWNLOAD_SLA_REPORTS": "Download SLA reports",
+    "DOWNLOAD_FAILED": "Failed to download SLA Reports",
+    "DROPDOWN": {
+      "ADD_FIlTER": "Add filter",
+      "CLEAR_ALL": "Clear all",
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "Ingen resultater fundet",
+      "NO_FILTER": "No filters available",
+      "SEARCH": "Search filter",
+      "INPUT_PLACEHOLDER": {
+        "SLA": "SLA name",
+        "AGENTS": "Agentens navn",
+        "INBOXES": "Indbakkens navn",
+        "LABELS": "Etiket Navn",
+        "TEAMS": "Team navn"
+      },
+      "SLA": "SLA Policy",
+      "INBOXES": "Indbakke",
+      "AGENTS": "Agent",
+      "LABELS": "Etiketter",
+      "TEAMS": "Team"
+    },
+    "METRICS": {
+      "HIT_RATE": {
+        "LABEL": "Hit Rate",
+        "TOOLTIP": "Percentage of SLAs created were completed successfully"
+      },
+      "NO_OF_MISSES": {
+        "LABEL": "Number of Misses",
+        "TOOLTIP": "Total SLA misses in a certain period"
+      },
+      "NO_OF_CONVERSATIONS": {
+        "LABEL": "Number of Conversations",
+        "TOOLTIP": "Total number of conversations with SLA"
+      }
+    },
+    "TABLE": {
+      "HEADER": {
+        "POLICY": "Policy",
+        "CONVERSATION": "Samtale",
+        "AGENT": "Agent"
+      },
+      "VIEW_DETAILS": "View Details"
+    }
  }
 }
@@ -83,7 +83,10 @@
        "CONVERSATION_CREATION": "Send e-mail notifikationer når en ny samtale er oprettet",
        "CONVERSATION_MENTION": "Send e-mail notifikationer, når du er nævnt i en samtale",
        "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Send e-mail notifikationer når en ny besked er oprettet i en tildelt samtale",
-        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Send email notifications when a new message is created in a participating conversation"
+        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Send email notifications when a new message is created in a participating conversation",
+        "SLA_MISSED_FIRST_RESPONSE": "Send email notifications when a conversation misses first response SLA",
+        "SLA_MISSED_NEXT_RESPONSE": "Send email notifications when a conversation misses next response SLA",
+        "SLA_MISSED_RESOLUTION": "Send email notifications when a conversation misses resolution SLA"
      },
      "API": {
        "UPDATE_SUCCESS": "Dine notifikationsindstillinger er opdateret",
@@ -98,7 +101,10 @@
        "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Send push-notifikationer, når en ny besked oprettes i en tildelt samtale",
        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Send push notifications when a new message is created in a participating conversation",
        "HAS_ENABLED_PUSH": "Du har aktiveret push for denne browser.",
-        "REQUEST_PUSH": "Aktivér push-notifikationer"
+        "REQUEST_PUSH": "Aktivér push-notifikationer",
+        "SLA_MISSED_FIRST_RESPONSE": "Send push notifications when a conversation misses first response SLA",
+        "SLA_MISSED_NEXT_RESPONSE": "Send push notifications when a conversation misses next response SLA",
+        "SLA_MISSED_RESOLUTION": "Send push notifications when a conversation misses resolution SLA"
      },
      "PROFILE_IMAGE": {
        "LABEL": "Profilbillede"
@@ -199,6 +205,7 @@
  "SIDEBAR": {
    "CURRENTLY_VIEWING_ACCOUNT": "Vises nu:",
    "SWITCH": "Skift",
+    "INBOX_VIEW": "Inbox View",
    "CONVERSATIONS": "Samtaler",
    "INBOX": "Indbakke",
    "ALL_CONVERSATIONS": "Alle Samtaler",
@@ -237,6 +244,8 @@
    "CAMPAIGNS": "Kampagner",
    "ONGOING": "Igangværende",
    "ONE_OFF": "En rabat",
+    "REPORTS_SLA": "SLA",
+    "REPORTS_BOT": "Bot",
    "REPORTS_AGENT": "Agenter",
    "REPORTS_LABEL": "Etiketter",
    "REPORTS_INBOX": "Indbakke",
@@ -1,22 +1,31 @@
 {
  "SLA": {
    "HEADER": "SLA",
-    "HEADER_BTN_TXT": "Add SLA",
+    "ADD_ACTION": "Add SLA",
+    "ADD_ACTION_LONG": "Create a new SLA Policy",
+    "DESCRIPTION": "Service Level Agreements (SLAs) are contracts that define clear expectations between your team and customers. They establish standards for response and resolution times, creating a framework for accountability and ensures a consistent, high-quality experience.",
+    "LEARN_MORE": "Learn more about SLA",
    "LOADING": "Fetching SLAs",
-    "SEARCH_404": "Der er ingen elementer, der matcher denne forespørgsel",
-    "SIDEBAR_TXT": "<p><b>SLA</b> <p>Think of Service Level Agreements (SLAs) like friendly promises between a service provider and a customer.</p> <p> These promises set clear expectations for things like how quickly the team will respond to issues, making sure you always get a reliable and top-notch experience!</p>",
    "LIST": {
      "404": "There are no SLAs available in this account.",
-      "TITLE": "Manage SLA",
-      "DESC": "SLAs: Friendly promises for great service!",
-      "TABLE_HEADER": [
-        "Navn",
-        "Beskrivelse",
-        "FRT",
-        "NRT",
-        "RT",
-        "Forretningstider"
-      ]
+      "EMPTY": {
+        "TITLE_1": "Enterprise P0",
+        "DESC_1": "Issues raised by enterprise customers, that require immediate attention.",
+        "TITLE_2": "Enterprise P1",
+        "DESC_2": "Issues raised by enterprise customers, that needs to be acknowledged quickly."
+      },
+      "BUSINESS_HOURS_ON": "Business hours on",
+      "BUSINESS_HOURS_OFF": "Business hours off",
+      "RESPONSE_TYPES": {
+        "FRT": "First response time threshold",
+        "NRT": "Next response time threshold",
+        "RT": "Resolution time threshold",
+        "SHORT_HAND": {
+          "FRT": "FRT",
+          "NRT": "NRT",
+          "RT": "RT"
+        }
+      }
    },
    "FORM": {
      "NAME": {
@@ -56,18 +65,32 @@
    },
    "ADD": {
      "TITLE": "Add SLA",
-      "DESC": "SLAs: Friendly promises for great service!",
+      "DESC": "Friendly promises for great service!",
      "API": {
        "SUCCESS_MESSAGE": "SLA added successfully",
        "ERROR_MESSAGE": "Der opstod en fejl. Prøv venligst igen"
      }
    },
-    "EDIT": {
-      "TITLE": "Edit SLA",
+    "DELETE": {
+      "TITLE": "Delete SLA",
      "API": {
-        "SUCCESS_MESSAGE": "SLA updated successfully",
+        "SUCCESS_MESSAGE": "SLA deleted successfully",
        "ERROR_MESSAGE": "Der opstod en fejl. Prøv venligst igen"
+      },
+      "CONFIRM": {
+        "TITLE": "Bekræft Sletning",
+        "MESSAGE": "Are you sure you want to delete ",
+        "YES": "Ja, Slet ",
+        "NO": "Nej, Behold "
      }
+    },
+    "EVENTS": {
+      "TITLE": "SLA Misses",
+      "FRT": "Første svartid",
+      "NRT": "Next response time",
+      "RT": "Resolution time",
+      "SHOW_MORE": "{count} more",
+      "HIDE": "Hide {count} rows"
    }
  }
 }
@@ -296,6 +296,8 @@
    "BUTTON": "Eigenes Attribut hinzufügen",
    "NOT_AVAILABLE": "Für diesen Kontakt sind keine benutzerdefinierten Attribute verfügbar.",
    "COPY_SUCCESSFUL": "Erfolgreich in die Zwischenablage kopiert",
+    "SHOW_MORE": "Show all attributes",
+    "SHOW_LESS": "Show less attributes",
    "ACTIONS": {
      "COPY": "Attribut kopieren",
      "DELETE": "Attribut löschen",
@@ -44,7 +44,8 @@
      "CUSTOM_ATTRIBUTE_CHECKBOX": "Checkbox",
      "CREATED_AT": "Erstellt am",
      "LAST_ACTIVITY": "Letzte Aktivität",
-      "REFERER_LINK": "Verweis-Link"
+      "REFERER_LINK": "Verweis-Link",
+      "BLOCKED": "Blocked"
    },
    "GROUPS": {
      "STANDARD_FILTERS": "Standardfilter",
@@ -64,7 +64,14 @@
      "SNOOZED_UNTIL": "Stummschalten bis",
      "SNOOZED_UNTIL_TOMORROW": "Schlummern bis morgen",
      "SNOOZED_UNTIL_NEXT_WEEK": "Schlummern bis nächste Woche",
-      "SNOOZED_UNTIL_NEXT_REPLY": "Schlummern bis zur nächsten Antwort"
+      "SNOOZED_UNTIL_NEXT_REPLY": "Schlummern bis zur nächsten Antwort",
+      "SLA_STATUS": {
+        "FRT": "FRT {status}",
+        "NRT": "NRT {status}",
+        "RT": "RT {status}",
+        "MISSED": "missed",
+        "DUE": "due"
+      }
    },
    "RESOLVE_DROPDOWN": {
      "MARK_PENDING": "Als ausstehend markieren",
@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}
@@ -87,7 +87,10 @@
      "conversation_assignment": "Konversation zugewiesen",
      "assigned_conversation_new_message": "Neue Nachricht",
      "participating_conversation_new_message": "Neue Nachricht",
-      "conversation_mention": "Erwähnung"
+      "conversation_mention": "Erwähnung",
+      "sla_missed_first_response": "SLA Missed",
+      "sla_missed_next_response": "SLA Missed",
+      "sla_missed_resolution": "SLA Missed"
    }
  },
  "NETWORK": {
@@ -4,24 +4,28 @@
      "TITLE": "Posteingang",
      "DISPLAY_DROPDOWN": "Display",
      "LOADING": "Fetching notifications",
-      "EOF": "Alle Benachrichtigungen geladen 🎉",
      "404": "There are no active notifications in this group.",
      "NO_NOTIFICATIONS": "No notifications",
      "NOTE": "Notifications from all subscribed inboxes",
+      "NO_MESSAGES_AVAILABLE": "Oops! Not able to fetch messages",
      "SNOOZED_UNTIL": "Stummschalten bis",
      "SNOOZED_UNTIL_TOMORROW": "Schlummern bis morgen",
      "SNOOZED_UNTIL_NEXT_WEEK": "Schlummern bis nächste Woche"
    },
    "ACTION_HEADER": {
      "SNOOZE": "Snooze notification",
-      "DELETE": "Delete notification"
+      "DELETE": "Delete notification",
+      "BACK": "Zurück"
    },
    "TYPES": {
      "CONVERSATION_MENTION": "You have been mentioned in a conversation",
      "CONVERSATION_CREATION": "New conversation created",
      "CONVERSATION_ASSIGNMENT": "A conversation has been assigned to you",
      "ASSIGNED_CONVERSATION_NEW_MESSAGE": "New message in an assigned conversation",
-      "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "New message in a conversation you are participating in"
+      "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "New message in a conversation you are participating in",
+      "SLA_MISSED_FIRST_RESPONSE": "SLA target first response missed for conversation",
+      "SLA_MISSED_NEXT_RESPONSE": "SLA target next response missed for conversation",
+      "SLA_MISSED_RESOLUTION": "SLA target resolution missed for conversation"
    },
    "MENU_ITEM": {
      "MARK_AS_READ": "Mark as read",
@@ -35,6 +35,14 @@
        "NAME": "Auflösungsanzahl",
        "DESC": "( Gesamt )"
      },
+      "BOT_RESOLUTION_COUNT": {
+        "NAME": "Auflösungsanzahl",
+        "DESC": "( Gesamt )"
+      },
+      "BOT_HANDOFF_COUNT": {
+        "NAME": "Handoff Count",
+        "DESC": "( Gesamt )"
+      },
      "REPLY_TIME": {
        "NAME": "Customer waiting time",
        "TOOLTIP_TEXT": "Waiting time is %{metricValue} (based on %{conversationCount} replies)"
@@ -130,7 +138,11 @@
        "groupBy": "Monat"
      }
    ],
-    "BUSINESS_HOURS": "Öffnungszeiten"
+    "BUSINESS_HOURS": "Öffnungszeiten",
+    "FILTER_ACTIONS": {
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "Keine Ergebnisse gefunden"
+    }
  },
  "AGENT_REPORTS": {
    "HEADER": "Agenten-Übersicht",
@@ -433,6 +445,27 @@
      }
    }
  },
+  "BOT_REPORTS": {
+    "HEADER": "Bot Reports",
+    "METRIC": {
+      "TOTAL_CONVERSATIONS": {
+        "LABEL": "No. of Conversations",
+        "TOOLTIP": "Total number of conversations handled by the bot"
+      },
+      "TOTAL_RESPONSES": {
+        "LABEL": "Total Responses",
+        "TOOLTIP": "Total number of responses sent by the bot"
+      },
+      "RESOLUTION_RATE": {
+        "LABEL": "Resolution Rate",
+        "TOOLTIP": "Total number of conversations resolved by the bot / Total number of conversations handled by the bot * 100"
+      },
+      "HANDOFF_RATE": {
+        "LABEL": "Handoff Rate",
+        "TOOLTIP": "Total number of conversations handed off to agents / Total number of conversations handled by the bot * 100"
+      }
+    }
+  },
  "OVERVIEW_REPORTS": {
    "HEADER": "Übersicht",
    "LIVE": "Live",
@@ -476,5 +509,54 @@
    "THURSDAY": "Thursday",
    "FRIDAY": "Friday",
    "SATURDAY": "Saturday"
+  },
+  "SLA_REPORTS": {
+    "HEADER": "SLA Reports",
+    "NO_RECORDS": "SLA applied conversations are not available.",
+    "LOADING": "Loading SLA data...",
+    "DOWNLOAD_SLA_REPORTS": "Download SLA reports",
+    "DOWNLOAD_FAILED": "Failed to download SLA Reports",
+    "DROPDOWN": {
+      "ADD_FIlTER": "Add filter",
+      "CLEAR_ALL": "Clear all",
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "Keine Ergebnisse gefunden",
+      "NO_FILTER": "No filters available",
+      "SEARCH": "Search filter",
+      "INPUT_PLACEHOLDER": {
+        "SLA": "SLA name",
+        "AGENTS": "Agentenname",
+        "INBOXES": "Posteingangsname",
+        "LABELS": "Labelname",
+        "TEAMS": "Teamname"
+      },
+      "SLA": "SLA Policy",
+      "INBOXES": "Posteingang",
+      "AGENTS": "Agent",
+      "LABELS": "Label",
+      "TEAMS": "Team"
+    },
+    "METRICS": {
+      "HIT_RATE": {
+        "LABEL": "Hit Rate",
+        "TOOLTIP": "Percentage of SLAs created were completed successfully"
+      },
+      "NO_OF_MISSES": {
+        "LABEL": "Number of Misses",
+        "TOOLTIP": "Total SLA misses in a certain period"
+      },
+      "NO_OF_CONVERSATIONS": {
+        "LABEL": "Number of Conversations",
+        "TOOLTIP": "Total number of conversations with SLA"
+      }
+    },
+    "TABLE": {
+      "HEADER": {
+        "POLICY": "Policy",
+        "CONVERSATION": "Konversation",
+        "AGENT": "Agent"
+      },
+      "VIEW_DETAILS": "View Details"
+    }
  }
 }
@@ -83,7 +83,10 @@
        "CONVERSATION_CREATION": "Senden Sie E-Mail-Benachrichtigungen, wenn eine neue Konversation erstellt wird",
        "CONVERSATION_MENTION": "Senden Sie E-Mail-Benachrichtigungen, wenn Sie in einer Konversation erwähnt werden",
        "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Senden Sie E-Mail-Benachrichtigungen, wenn eine neue Nachricht in einer zugewiesenen Konversation erstellt wird",
-        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "E-Mail-Benachrichtigungen senden, wenn eine neue Nachricht in einer zugewiesenen Konversation erstellt wird"
+        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "E-Mail-Benachrichtigungen senden, wenn eine neue Nachricht in einer zugewiesenen Konversation erstellt wird",
+        "SLA_MISSED_FIRST_RESPONSE": "Send email notifications when a conversation misses first response SLA",
+        "SLA_MISSED_NEXT_RESPONSE": "Send email notifications when a conversation misses next response SLA",
+        "SLA_MISSED_RESOLUTION": "Send email notifications when a conversation misses resolution SLA"
      },
      "API": {
        "UPDATE_SUCCESS": "Ihre Benachrichtigungseinstellungen wurden erfolgreich aktualisiert",
@@ -98,7 +101,10 @@
        "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Senden Sie Push-Benachrichtigungen, wenn eine neue Nachricht in einer zugewiesenen Konversation erstellt wird",
        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Sende Push-Benachrichtigungen, wenn eine neue Nachricht in einer zugewiesenen Konversation erstellt wird",
        "HAS_ENABLED_PUSH": "Sie haben die Push-Benachrichtigung für diesen Browser aktiviert.",
-        "REQUEST_PUSH": "Push-Benachrichtigungen aktivieren"
+        "REQUEST_PUSH": "Push-Benachrichtigungen aktivieren",
+        "SLA_MISSED_FIRST_RESPONSE": "Send push notifications when a conversation misses first response SLA",
+        "SLA_MISSED_NEXT_RESPONSE": "Send push notifications when a conversation misses next response SLA",
+        "SLA_MISSED_RESOLUTION": "Send push notifications when a conversation misses resolution SLA"
      },
      "PROFILE_IMAGE": {
        "LABEL": "Profilbild"
@@ -199,6 +205,7 @@
  "SIDEBAR": {
    "CURRENTLY_VIEWING_ACCOUNT": "Wird gerade angezeigt:",
    "SWITCH": "Wechseln",
+    "INBOX_VIEW": "Inbox View",
    "CONVERSATIONS": "Gespräche",
    "INBOX": "Posteingang",
    "ALL_CONVERSATIONS": "Alle Konversationen",
@@ -237,6 +244,8 @@
    "CAMPAIGNS": "Kampagnen",
    "ONGOING": "Im Gange",
    "ONE_OFF": "Einmalig",
+    "REPORTS_SLA": "SLA",
+    "REPORTS_BOT": "Bot",
    "REPORTS_AGENT": "Agenten",
    "REPORTS_LABEL": "Labels",
    "REPORTS_INBOX": "Posteingang",
@@ -1,22 +1,31 @@
 {
  "SLA": {
    "HEADER": "SLA",
-    "HEADER_BTN_TXT": "Add SLA",
+    "ADD_ACTION": "Add SLA",
+    "ADD_ACTION_LONG": "Create a new SLA Policy",
+    "DESCRIPTION": "Service Level Agreements (SLAs) are contracts that define clear expectations between your team and customers. They establish standards for response and resolution times, creating a framework for accountability and ensures a consistent, high-quality experience.",
+    "LEARN_MORE": "Learn more about SLA",
    "LOADING": "Fetching SLAs",
-    "SEARCH_404": "Es gibt keine Elemente, die dieser Abfrage entsprechen",
-    "SIDEBAR_TXT": "<p><b>SLA</b> <p>Think of Service Level Agreements (SLAs) like friendly promises between a service provider and a customer.</p> <p> These promises set clear expectations for things like how quickly the team will respond to issues, making sure you always get a reliable and top-notch experience!</p>",
    "LIST": {
      "404": "There are no SLAs available in this account.",
-      "TITLE": "Manage SLA",
-      "DESC": "SLAs: Friendly promises for great service!",
-      "TABLE_HEADER": [
-        "Name",
-        "Beschreibung",
-        "FRT",
-        "NRT",
-        "RT",
-        "Öffnungszeiten"
-      ]
+      "EMPTY": {
+        "TITLE_1": "Enterprise P0",
+        "DESC_1": "Issues raised by enterprise customers, that require immediate attention.",
+        "TITLE_2": "Enterprise P1",
+        "DESC_2": "Issues raised by enterprise customers, that needs to be acknowledged quickly."
+      },
+      "BUSINESS_HOURS_ON": "Business hours on",
+      "BUSINESS_HOURS_OFF": "Business hours off",
+      "RESPONSE_TYPES": {
+        "FRT": "First response time threshold",
+        "NRT": "Next response time threshold",
+        "RT": "Resolution time threshold",
+        "SHORT_HAND": {
+          "FRT": "FRT",
+          "NRT": "NRT",
+          "RT": "RT"
+        }
+      }
    },
    "FORM": {
      "NAME": {
@@ -56,18 +65,32 @@
    },
    "ADD": {
      "TITLE": "Add SLA",
-      "DESC": "SLAs: Friendly promises for great service!",
+      "DESC": "Friendly promises for great service!",
      "API": {
        "SUCCESS_MESSAGE": "SLA added successfully",
        "ERROR_MESSAGE": "Es ist ein Fehler aufgetreten, bitte versuchen Sie es erneut"
      }
    },
-    "EDIT": {
-      "TITLE": "Edit SLA",
+    "DELETE": {
+      "TITLE": "Delete SLA",
      "API": {
-        "SUCCESS_MESSAGE": "SLA updated successfully",
+        "SUCCESS_MESSAGE": "SLA deleted successfully",
        "ERROR_MESSAGE": "Es ist ein Fehler aufgetreten, bitte versuchen Sie es erneut"
+      },
+      "CONFIRM": {
+        "TITLE": "Löschung bestätigen",
+        "MESSAGE": "Are you sure you want to delete ",
+        "YES": "Ja, löschen ",
+        "NO": "Nein, behalten "
      }
+    },
+    "EVENTS": {
+      "TITLE": "SLA Misses",
+      "FRT": "Erste Antwortzeit",
+      "NRT": "Next response time",
+      "RT": "Resolution time",
+      "SHOW_MORE": "{count} more",
+      "HIDE": "Hide {count} rows"
    }
  }
 }
--- a/Show More
+++ b/Show More
Author	SHA1	Message	Date
Muhsin Keloth	6e90600c03	chore: add packages	2024-04-30 09:13:36 +05:30
Muhsin Keloth	19410dfa3d	feat: add linear	2024-04-29 13:27:18 +05:30
Shivam MishraandGitHub	78f94511ff	feat: add sitemap for help center (#9280 ) * feat: start sitemap * feat: add base url and last mod to sitemap * fix: typo * test: sitemap generation * test: add draft articles * fix: escape dots in regex matching * feat: perpend protocol to the url * feat: use ChatwootApp.help_center_root * feat: don't parse the URL * fix: function declaration	2024-04-26 21:36:39 +05:30
Muhsin Keloth GitHub Sivin Varghese	d88d0bdd80	feat: Add user profile avatar (#9298 ) * feat: add avatar * chore: add more colors * chore: add helpers * chore: build prettier issues * chore: refactor shouldShowImage * chore: code cleanup * Update app/javascript/v3/components/Form/InitialsAvatar.vue Co-authored-by: Sivin Varghese <64252451+iamsivin@users.noreply.github.com> * chore: revire comments --------- Co-authored-by: Sivin Varghese <64252451+iamsivin@users.noreply.github.com>	2024-04-26 16:02:10 +05:30
Shivam Mishra GitHub iamsivin Sivin Varghese	47f8b2cd0c	refactor: handling keyboard shortcuts (#9242 ) * fix: Resolve and go next keyboard shortcuts doesn't work * refactor: use buildHotKeys instead of hasPressedCommandPlusAltAndEKey * feat: install tinykeys * refactor: use tinykeys * test: update buildKeyEvents * fix: remove stray import * feat: handle action list globally * feat: allow configuring `allowOnFocusedInput` * chore: Navigate chat list item * chore: Navigate dashboard * feat: Navigate editor top panel * feat: Toggle file upload * chore: More keyboard shortcuts * chore: Update mention selection mixin * chore: Phone input * chore: Clean up * chore: Clean up * chore: Dropdown and editor * chore: Enter key to send and clean up * chore: Rename mixin * chore: Review fixes * chore: Removed unused shortcut from modal * fix: Specs --------- Co-authored-by: iamsivin <iamsivin@gmail.com> Co-authored-by: Sivin Varghese <64252451+iamsivin@users.noreply.github.com>	2024-04-26 15:41:02 +05:30
PranavandGitHub	ffd47081bd	chore(cleanup): Delete sentiment feature (#9304 ) - The feature is unused, removing it for now, will bring it back with better models later.	2024-04-25 22:49:10 -07:00
PranavandGitHub	77db0d0701	feat: Add configurable interval for IMAP sync (#9302 )	2024-04-25 18:58:20 -07:00
Shivam MishraandGitHub	e757237029	feat: don't show widget on plain layout (#9297 )	2024-04-25 15:26:25 +05:30
Muhsin Keloth GitHub Shivam Mishra	04ae38076f	feat: Add button component (#9276 ) * feat: Add button component * chore: code cleanup * chore: code cleanup * feat: update styles * chore: cleanup button * chore: review comments * chore: code cleanup * chore: review comments * chore: fix spacing * chore: remove unused code * chore: remove custom click event * feat: update props validation * chore: review comments * refactor: use trailingIcon as a boolean prop * fix: build issues --------- Co-authored-by: Shivam Mishra <scm.mymail@gmail.com>	2024-04-25 14:21:23 +05:30
Sivin VargheseandGitHub	2ddf613c58	fix: Audio attachment issues (#9260 ) * fix: Audio attachment issues * chore: Style fix * chore: Minor fix * chore: Minor fix * chore: Review fixes	2024-04-25 13:42:46 +05:30
Muhsin KelothandGitHub	1bf3ad9a08	fix: Remove unnecessary attributes from notification deleted action cable event payload (#9295 ) fix: simplify notification deleted payload event	2024-04-25 11:25:19 +05:30
Shivam Mishra GitHub Sivin Varghese	9086650fe2	fix: heatmap colors for dark mode [CW-3241] (#9278 ) * feat: add new heatmap colors * fix: loader * fix: move new styles to tailwind * feat: update tw classes * refactor: update styles * feat: add useI18n composable * feat: use composition api * fix: empty div * chore: don't import defineProps Co-authored-by: Sivin Varghese <64252451+iamsivin@users.noreply.github.com> --------- Co-authored-by: Sivin Varghese <64252451+iamsivin@users.noreply.github.com>	2024-04-25 10:23:15 +05:30
Shivam MishraandGitHub	8c813097db	feat: update SLA upgrade banner (#9291 ) feat: add cancel anytime notice	2024-04-24 17:19:35 +05:30
Shivam Mishra GitHub Muhsin Keloth	12403b75d6	feat: remove log rocket (#9279 ) Co-authored-by: Muhsin Keloth <muhsinkeramam@gmail.com>	2024-04-24 12:36:36 +05:30
Shivam MishraandGitHub	480cf4952d	fix: set size limit to 300KB (#9289 )	2024-04-24 12:09:31 +05:30
Muhsin KelothandGitHub	d7e928df26	feat: Add loom video embed support for help center articles (#9288 ) * feat: Add loom support for helpcenter articles * fix: responsiveness * fix: style issues * fix: review comments * Update custom_markdown_renderer.rb	2024-04-24 11:44:10 +05:30
Muhsin KelothandGitHub	8957277e5d	feat: Add new colors (#9258 )	2024-04-22 14:08:12 +05:30
Sojan JoseandGitHub	60b355b500	fix: Avoid vector search if query is not present in the params (#9265 )	2024-04-19 14:50:49 -07:00
Sivin VargheseandGitHub	d2e324b5fd	fix: Remove duplicate tooltip for failed messages on the conversation UI (#9259 )	2024-04-19 09:47:41 -07:00
Sojan JoseandGitHub	15638e9b8b	chore: Add validation to prevent message flooding (#9254 ) - Add a validation to limit messages created per minute to avoid message flooding cases.	2024-04-18 00:14:59 -07:00
Sivin Varghese GitHub Muhsin Keloth	ca2fa5ff06	fix: Clicking on contact attributes doesn't do anything if contact attributes list is empty (#9257 ) * fix: Clicking on contact attributes doesn't do anything if contact attributes list is empty * Update app/javascript/dashboard/i18n/locale/en/conversation.json Co-authored-by: Muhsin Keloth <muhsinkeramam@gmail.com> * Update app/javascript/dashboard/i18n/locale/en/contact.json Co-authored-by: Muhsin Keloth <muhsinkeramam@gmail.com> --------- Co-authored-by: Muhsin Keloth <muhsinkeramam@gmail.com>	2024-04-18 12:31:32 +05:30
PranavandGitHub	888d3cb3fa	chore: Increase the rate limit for contact search (#9256 )	2024-04-17 16:59:38 -07:00
Sojan	8fcf476206	Merge branch 'release/3.8.0' into develop	2024-04-16 17:09:17 -07:00
Sojan	29f07e7e06	Bump version to 3.8.0	2024-04-16 17:08:36 -07:00
Shivam Mishra GitHub Sojan Jose Pranav	2cde42c7ec	feat: add upgrade banner for SLA feature (#9240 ) - Add an upgrade CTA for the SLA feature ------------------- Co-authored-by: Sojan Jose <sojan@pepalo.com> Co-authored-by: Pranav <pranav@chatwoot.com>	2024-04-16 16:59:39 -07:00
Sojan JoseandGitHub	d12c38c344	chore: Move embedding generation to sidekiq (#9238 ) chore: Move embedding generation to a job	2024-04-16 09:43:16 -07:00
Sivin VargheseandGitHub	5cc41c9ed5	fix: Reports filter style issue (#9241 )	2024-04-16 11:12:04 +05:30
Muhsin Keloth GitHub iamsivin	c05a79cf61	fix: Add more filters for SLA download reports (#9231 ) Co-authored-by: iamsivin <iamsivin@gmail.com>	2024-04-16 09:00:52 +05:30
Chatwoot Bot GitHub Sojan	f71f43e54a	chore: Update translations (#9236 ) - update translations ------------------ Co-authored-by: Sojan <sojan@pepalo.com>	2024-04-15 18:49:04 -07:00
Sojan JoseandGitHub	db87cde09e	chore: Fix typo in help center embedding search helper (#9237 ) chore: fix typo in helpcenter embedding search helper	2024-04-15 17:54:52 -07:00