Merge branch 'develop' into fix/idb-cache-cleanup

Some customers using WhatsApp inboxes with account-level webhooks were
reporting receiving duplicate `message_created` webhook deliveries for
every incoming message. Upon inspection, here's what we found

- Both payloads are identical.
- No errors appear in the application logs
- Webhook URL is only configured in one place. 

This meant, the system was sending the webhooks twice. For some context,
there's a know related issue... Meta's WhatsApp Business API can deliver
the same webhook notification multiple times for a single message. The
codebase already acknowledges this — there's a comment in
`IncomingMessageBaseService#process_messages` noting that "multiple
webhook events can be received against the same message due to
misconfigurations in the Meta business manager account." A deduplication
guard exists, but it doesn't actually work under concurrency.

### Rationale

The existing dedup was a three-step sequence: check Redis (`GET`), check
the database, then set a Redis flag (`SETEX`). Two Sidekiq workers
processing duplicate Meta webhooks simultaneously would both complete
the `GET` before either executed the `SETEX`, so both would proceed to
create a message. The `source_id` column has a non-unique index, so the
database wouldn't catch the duplicate either. Each message then
independently fires `after_create_commit`, dispatching two
`message_created` webhook events to the customer.

```
             Worker A                          Worker B
                │                                 │
                ▼                                 ▼
        Redis GET key ──► nil               Redis GET key ──► nil
                │                                 │
                │    ◄── both pass guard ──►      │
                │                                 │
                ▼                                 ▼
        Redis SETEX key                    Redis SETEX key
                │                                 │
                ▼                                 ▼
        BEGIN transaction               BEGIN transaction
        INSERT message                   INSERT message
        DELETE Redis key ◄─┐                      │
        COMMIT             │             DELETE Redis key
                           │             COMMIT
                           │                      │
                           └── key gone before ───┘
                              B's commit lands

                ▼                                 ▼
        after_create_commit              after_create_commit
        dispatch MESSAGE_CREATED         dispatch MESSAGE_CREATED
                │                                 │
                ▼                                 ▼
        WebhookJob ──► n8n               WebhookJob ──► n8n
                    (duplicate!)
```

There was a second, subtler problem visible in the diagram: the Redis
key was cleared *inside* the database transaction, before the
transaction committed. This opened a window where neither the Redis
check nor the database check would see the in-flight message.

The fix collapses the check-and-set into a single `SET NX EX` call,
which is atomic in Redis. The key is no longer eagerly cleared — it
expires naturally after 24 hours. The database lookup
(`find_message_by_source_id`) remains as a fallback for messages that
were created before the lock expired.

```
             Worker A                          Worker B
                │                                 │
                ▼                                 ▼
        Redis SET NX ──► OK              Redis SET NX ──► nil
                │                                 │
                ▼                                 ▼
        proceeds to create              returns early
        message normally                (lock already held)
```

### Implementation Notes

The lock logic is extracted into `Whatsapp::MessageDedupLock`, a small
class that wraps a single `Redis SET NX EX` call. This makes the
concurrency guarantee testable in isolation — the spec uses a
`CyclicBarrier` to race two threads against the same key and asserts
exactly one wins, without needing database writes,
`use_transactional_tests = false`, or monkey-patching.

Because the Redis lock now persists (instead of being cleared
mid-transaction), existing WhatsApp specs needed an `after` hook to
clean up `MESSAGE_SOURCE_KEY::*` keys between examples. Transactional
fixtures only roll back the database, not Redis.

.gitignore

@@ -94,6 +94,7 @@ yarn-debug.log*
 .vscode
 .claude/settings.local.json
 .cursor
+.codex/
 CLAUDE.local.md
 
 # Histoire deployment
@@ -101,3 +102,4 @@ CLAUDE.local.md
 .histoire
 .pnpm-store/*
 local/
+Procfile.worktree

AGENTS.md

@@ -4,6 +4,11 @@
 
 - **Setup**: `bundle install && pnpm install`
 - **Run Dev**: `pnpm dev` or `overmind start -f ./Procfile.dev`
+- **Seed Local Test Data**: `bundle exec rails db:seed` (quickly populates minimal data for standard feature verification)
+- **Seed Search Test Data**: `bundle exec rails search:setup_test_data` (bulk fixture generation for search/performance/manual load scenarios)
+- **Seed Account Sample Data (richer test data)**: `Seeders::AccountSeeder` is available as an internal utility and is exposed through Super Admin `Accounts#seed`, but can be used directly in dev workflows too:
+  - UI path: Super Admin → Accounts → Seed (enqueues `Internal::SeedAccountJob`).
+  - CLI path: `bundle exec rails runner "Internal::SeedAccountJob.perform_now(Account.find(<id>))"` (or call `Seeders::AccountSeeder.new(account: Account.find(<id>)).perform!` directly).
 - **Lint JS/Vue**: `pnpm eslint` / `pnpm eslint:fix`
 - **Lint Ruby**: `bundle exec rubocop -a`
 - **Test JS**: `pnpm test` or `pnpm test:watch`
@@ -50,6 +55,13 @@
 - Prefer `with_modified_env` (from spec helpers) over stubbing `ENV` directly in specs
 - Specs in parallel/reloading environments: prefer comparing `error.class.name` over constant class equality when asserting raised errors
 
+## Codex Worktree Workflow
+
+- Use a separate git worktree + branch per task to keep changes isolated.
+- Keep Codex-specific local setup under `.codex/` and use `Procfile.worktree` for worktree process orchestration.
+- The setup workflow in `.codex/environments/environment.toml` should dynamically generate per-worktree DB/port values (Rails, Vite, Redis DB index) to avoid collisions.
+- Start each worktree with its own Overmind socket/title so multiple instances can run at the same time.
+
 ## Commit Messages
 
 - Prefer Conventional Commits: `type(scope): subject` (scope optional)
@@ -86,3 +98,7 @@ Practical checklist for any change impacting core logic or public APIs
 - When renaming/moving shared code, mirror the change in `enterprise/` to prevent drift.
 - Tests: Add Enterprise-specific specs under `spec/enterprise`, mirroring OSS spec layout where applicable.
 - When modifying existing OSS features for Enterprise-only behavior, add an Enterprise module (via `prepend_mod_with`/`include_mod_with`) instead of editing OSS files directly—especially for policies, controllers, and services. For Enterprise-exclusive features, place code directly under `enterprise/`.
+
+## Branding / White-labeling note
+
+- For user-facing strings that currently contain "Chatwoot" but should adapt to branded/self-hosted installs, prefer applying `replaceInstallationName` from `shared/composables/useBranding` in the UI layer (for example tooltip and suggestion labels) instead of adding hardcoded brand-specific copy.

Gemfile

@@ -191,12 +191,14 @@ gem 'reverse_markdown'
 
 gem 'iso-639'
 gem 'ruby-openai'
-gem 'ai-agents', '>= 0.7.0'
+gem 'ai-agents'
 
 # TODO: Move this gem as a dependency of ai-agents
 gem 'ruby_llm', '>= 1.8.2'
 gem 'ruby_llm-schema'
 
+gem 'cld3', '~> 3.7'
+
 # OpenTelemetry for LLM observability
 gem 'opentelemetry-sdk'
 gem 'opentelemetry-exporter-otlp'

Gemfile.lock

@@ -126,8 +126,8 @@ GEM
       jbuilder (~> 2)
       rails (>= 4.2, < 7.2)
       selectize-rails (~> 0.6)
-    ai-agents (0.7.0)
-      ruby_llm (~> 1.8.2)
+    ai-agents (0.9.0)
+      ruby_llm (~> 1.9.1)
     annotaterb (4.20.0)
       activerecord (>= 6.0.0)
       activesupport (>= 6.0.0)
@@ -186,6 +186,7 @@ GEM
     byebug (11.1.3)
     childprocess (5.1.0)
       logger (~> 1.5)
+    cld3 (3.7.0)
     climate_control (1.2.0)
     coderay (1.1.3)
     commonmarker (0.23.10)
@@ -297,7 +298,7 @@ GEM
       railties (>= 5.0.0)
     faker (3.2.0)
       i18n (>= 1.8.11, < 2)
-    faraday (2.13.1)
+    faraday (2.14.1)
       faraday-net_http (>= 2.0, < 3.5)
       json
       logger
@@ -308,12 +309,12 @@ GEM
       hashie
     faraday-multipart (1.0.4)
       multipart-post (~> 2)
-    faraday-net_http (3.4.0)
-      net-http (>= 0.5.0)
+    faraday-net_http (3.4.2)
+      net-http (~> 0.5)
     faraday-net_http_persistent (2.1.0)
       faraday (~> 2.5)
       net-http-persistent (~> 4.0)
-    faraday-retry (2.2.1)
+    faraday-retry (2.4.0)
       faraday (~> 2.0)
     faraday_middleware-aws-sigv4 (1.0.1)
       aws-sigv4 (~> 1.0)
@@ -464,7 +465,7 @@ GEM
       rails-dom-testing (>= 1, < 3)
       railties (>= 4.2.0)
       thor (>= 0.14, < 2.0)
-    json (2.13.2)
+    json (2.18.1)
     json_refs (0.1.8)
       hana
     json_schemer (0.2.24)
@@ -539,7 +540,7 @@ GEM
       net-imap
       net-pop
       net-smtp
-    marcel (1.0.4)
+    marcel (1.1.0)
     maxminddb (0.1.22)
     meta_request (0.8.5)
       rack-contrib (>= 1.1, < 3)
@@ -558,12 +559,12 @@ GEM
     multi_json (1.15.0)
     multi_xml (0.8.0)
       bigdecimal (>= 3.1, < 5)
-    multipart-post (2.3.0)
+    multipart-post (2.4.1)
     mutex_m (0.3.0)
     neighbor (0.2.3)
       activerecord (>= 5.2)
-    net-http (0.6.0)
-      uri
+    net-http (0.9.1)
+      uri (>= 0.11.1)
     net-http-persistent (4.0.2)
       connection_pool (~> 2.2)
     net-imap (0.4.20)
@@ -824,7 +825,7 @@ GEM
     ruby2ruby (2.5.0)
       ruby_parser (~> 3.1)
       sexp_processor (~> 4.6)
-    ruby_llm (1.8.2)
+    ruby_llm (1.9.2)
       base64
       event_stream_parser (~> 1)
       faraday (>= 1.10.0)
@@ -968,7 +969,7 @@ GEM
       unicode-emoji (~> 4.0, >= 4.0.4)
     unicode-emoji (4.0.4)
     uniform_notifier (1.17.0)
-    uri (1.0.4)
+    uri (1.1.1)
     uri_template (0.7.0)
     valid_email2 (5.2.6)
       activemodel (>= 3.2)
@@ -1003,7 +1004,7 @@ GEM
     working_hours (1.4.1)
       activesupport (>= 3.2)
       tzinfo
-    zeitwerk (2.6.17)
+    zeitwerk (2.7.4)
 
 PLATFORMS
   arm64-darwin-20
@@ -1023,7 +1024,7 @@ DEPENDENCIES
   administrate (>= 0.20.1)
   administrate-field-active_storage (>= 1.0.3)
   administrate-field-belongs_to_search (>= 0.9.0)
-  ai-agents (>= 0.7.0)
+  ai-agents
   annotaterb
   attr_extras
   audited (~> 5.4, >= 5.4.1)
@@ -1037,6 +1038,7 @@ DEPENDENCIES
   bullet
   bundle-audit
   byebug
+  cld3 (~> 3.7)
   climate_control
   commonmarker
   csv-safe

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

@@ -70,6 +70,7 @@ class Api::V1::Accounts::ConversationsController < Api::V1::Accounts::BaseContro
 
   def transcript
     render json: { error: 'email param missing' }, status: :unprocessable_entity and return if params[:email].blank?
+    return render_payment_required('Email transcript is not available on your plan') unless @conversation.account.email_transcript_enabled?
     return head :too_many_requests unless @conversation.account.within_email_rate_limit?
 
     ConversationReplyMailer.with(account: @conversation.account).conversation_transcript(@conversation, params[:email])&.deliver_later

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

@@ -66,7 +66,12 @@ class Api::V1::Accounts::InboxesController < Api::V1::Accounts::BaseController
   end
 
   def destroy
-    ::DeleteObjectJob.perform_later(@inbox, Current.user, request.ip) if @inbox.present?
+    if @inbox.present?
+      # Invalidate cache immediately so frontends don't serve stale data
+      # while the async DeleteObjectJob is still in the queue.
+      Current.account.update_cache_key('inbox')
+      ::DeleteObjectJob.perform_later(@inbox, Current.user, request.ip)
+    end
     render status: :ok, json: { message: I18n.t('messages.inbox_deletetion_response') }
   end
 

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

@@ -35,7 +35,9 @@ class Api::V1::Widget::ConversationsController < Api::V1::Widget::BaseController
   end
 
   def transcript
-    return head :too_many_requests unless conversation.present? && conversation.account.within_email_rate_limit?
+    return head :too_many_requests if conversation.blank?
+    return head :payment_required unless conversation.account.email_transcript_enabled?
+    return head :too_many_requests unless conversation.account.within_email_rate_limit?
 
     send_transcript_email
     head :ok

app/controllers/devise_overrides/passwords_controller.rb

@@ -6,12 +6,8 @@ class DeviseOverrides::PasswordsController < Devise::PasswordsController
 
   def create
     @user = User.from_email(params[:email])
-    if @user
-      @user.send_reset_password_instructions
-      build_response(I18n.t('messages.reset_password_success'), 200)
-    else
-      build_response(I18n.t('messages.reset_password_failure'), 404)
-    end
+    @user&.send_reset_password_instructions
+    build_response(I18n.t('messages.reset_password'), 200)
   end
 
   def update

app/javascript/dashboard/api/CacheEnabledApiClient.js

@@ -84,6 +84,15 @@ class CacheEnabledApiClient extends ApiClient {
     return response;
   }
 
+  async clearDataInCache() {
+    try {
+      await this.dataManager.initDb();
+      await this.dataManager.db.clear(this.cacheModelName);
+    } catch {
+      // Ignore error
+    }
+  }
+
   async validateCacheKey(cacheKeyFromApi) {
     if (!this.dataManager.db) {
       await this.dataManager.initDb();

app/javascript/dashboard/components-next/AssignmentPolicy/AssignmentPolicyCard/AssignmentPolicyCard.story.vue

@@ -39,7 +39,6 @@ const policyA = withCount({
   description: 'Distributes conversations evenly among available agents',
   assignmentOrder: 'round_robin',
   conversationPriority: 'high',
-  enabled: true,
   inboxes: [mockInboxes[0], mockInboxes[1]],
   isFetchingInboxes: false,
 });
@@ -50,7 +49,6 @@ const policyB = withCount({
   description: 'Assigns based on capacity and workload',
   assignmentOrder: 'capacity_based',
   conversationPriority: 'medium',
-  enabled: true,
   inboxes: [mockInboxes[2], mockInboxes[3]],
   isFetchingInboxes: false,
 });
@@ -61,7 +59,6 @@ const emptyPolicy = withCount({
   description: 'Policy with no assigned inboxes',
   assignmentOrder: 'manual',
   conversationPriority: 'low',
-  enabled: false,
   inboxes: [],
   isFetchingInboxes: false,
 });

app/javascript/dashboard/components-next/AssignmentPolicy/AssignmentPolicyCard/AssignmentPolicyCard.vue

@@ -15,7 +15,6 @@ const props = defineProps({
   assignmentOrder: { type: String, default: '' },
   conversationPriority: { type: String, default: '' },
   assignedInboxCount: { type: Number, default: 0 },
-  enabled: { type: Boolean, default: false },
   inboxes: { type: Array, default: () => [] },
   isFetchingInboxes: { type: Boolean, default: false },
 });
@@ -65,22 +64,6 @@ const handleFetchInboxes = () => {
             {{ name }}
           </h3>
           <div class="flex items-center gap-2">
-            <div class="flex items-center rounded-md bg-n-alpha-2 h-6 px-2">
-              <span
-                class="text-xs"
-                :class="enabled ? 'text-n-teal-11' : 'text-n-slate-12'"
-              >
-                {{
-                  enabled
-                    ? t(
-                        'ASSIGNMENT_POLICY.AGENT_ASSIGNMENT_POLICY.INDEX.CARD.ACTIVE'
-                      )
-                    : t(
-                        'ASSIGNMENT_POLICY.AGENT_ASSIGNMENT_POLICY.INDEX.CARD.INACTIVE'
-                      )
-                }}
-              </span>
-            </div>
             <CardPopover
               :title="
                 t(

app/javascript/dashboard/components-next/AssignmentPolicy/components/DataTable.vue

@@ -19,11 +19,15 @@ defineProps({
   },
 });
 
-const emit = defineEmits(['delete']);
+const emit = defineEmits(['delete', 'navigate']);
 
 const handleDelete = itemId => {
   emit('delete', itemId);
 };
+
+const handleNavigate = item => {
+  emit('navigate', item);
+};
 </script>
 
 <template>
@@ -47,7 +51,11 @@ const handleDelete = itemId => {
       :key="item.id"
       class="grid grid-cols-4 items-center gap-3 min-w-0 w-full justify-between h-[3.25rem] ltr:pr-2 rtl:pl-2"
     >
-      <div class="flex items-center gap-2 col-span-2">
+      <button
+        type="button"
+        class="flex items-center gap-2 col-span-2 hover:bg-n-alpha-1 dark:hover:bg-n-alpha-2 rounded-lg py-1 px-1.5 -ml-1.5 transition-colors cursor-pointer group"
+        @click="handleNavigate(item)"
+      >
         <Icon
           v-if="item.icon"
           :icon="item.icon"
@@ -61,10 +69,16 @@ const handleDelete = itemId => {
           :size="20"
           rounded-full
         />
-        <span class="text-sm text-n-slate-12 truncate min-w-0">
+        <span
+          class="text-sm text-n-slate-12 truncate min-w-0 group-hover:text-n-blue-11 dark:group-hover:text-n-blue-10 transition-colors"
+        >
           {{ item.name }}
         </span>
-      </div>
+        <Icon
+          icon="i-lucide-external-link"
+          class="size-3.5 text-n-slate-10 opacity-0 group-hover:opacity-100 transition-opacity flex-shrink-0"
+        />
+      </button>
 
       <div class="flex items-start gap-2 col-span-1">
         <span

app/javascript/dashboard/components-next/AssignmentPolicy/components/FairDistribution.vue

@@ -1,5 +1,5 @@
 <script setup>
-import { ref, onMounted } from 'vue';
+import { ref, computed, onMounted } from 'vue';
 import { useI18n } from 'vue-i18n';
 import Input from 'dashboard/components-next/input/Input.vue';
 import DurationInput from 'dashboard/components-next/input/DurationInput.vue';
@@ -15,6 +15,9 @@ const fairDistributionLimit = defineModel('fairDistributionLimit', {
   },
 });
 
+// The model value is in seconds (for the backend/DB)
+// DurationInput works in minutes internally
+// We need to convert between seconds and minutes
 const fairDistributionWindow = defineModel('fairDistributionWindow', {
   type: Number,
   default: 3600,
@@ -25,6 +28,17 @@ const fairDistributionWindow = defineModel('fairDistributionWindow', {
 
 const windowUnit = ref(DURATION_UNITS.MINUTES);
 
+// Convert seconds to minutes for DurationInput
+const windowInMinutes = computed({
+  get() {
+    return Math.floor((fairDistributionWindow.value || 0) / 60);
+  },
+  set(minutes) {
+    fairDistributionWindow.value = minutes * 60;
+  },
+});
+
+// Detect unit based on minutes (converted from seconds)
 const detectUnit = minutes => {
   const m = Number(minutes) || 0;
   if (m === 0) return DURATION_UNITS.MINUTES;
@@ -34,7 +48,7 @@ const detectUnit = minutes => {
 };
 
 onMounted(() => {
-  windowUnit.value = detectUnit(fairDistributionWindow.value);
+  windowUnit.value = detectUnit(windowInMinutes.value);
 });
 </script>
 
@@ -73,9 +87,9 @@ onMounted(() => {
       <div
         class="flex items-center gap-2 flex-1 [&>select]:!bg-n-alpha-2 [&>select]:!outline-none [&>select]:hover:brightness-110"
       >
-        <!-- allow 10 mins to 999 days -->
+        <!-- allow 10 mins to 999 days (in minutes) -->
         <DurationInput
-          v-model:model-value="fairDistributionWindow"
+          v-model:model-value="windowInMinutes"
           v-model:unit="windowUnit"
           :min="10"
           :max="1438560"

app/javascript/dashboard/components-next/AssignmentPolicy/components/RadioCard.vue

@@ -1,4 +1,6 @@
 <script setup>
+import { useI18n } from 'vue-i18n';
+
 const props = defineProps({
   id: {
     type: String,
@@ -16,12 +18,22 @@ const props = defineProps({
     type: Boolean,
     default: false,
   },
+  disabled: {
+    type: Boolean,
+    default: false,
+  },
+  disabledMessage: {
+    type: String,
+    default: '',
+  },
 });
 
 const emit = defineEmits(['select']);
 
+const { t } = useI18n();
+
 const handleChange = () => {
-  if (!props.isActive) {
+  if (!props.isActive && !props.disabled) {
     emit('select', props.id);
   }
 };
@@ -29,9 +41,11 @@ const handleChange = () => {
 
 <template>
   <div
-    class="relative cursor-pointer rounded-xl outline outline-1 p-4 transition-all duration-200 bg-n-solid-1 py-4 ltr:pl-4 rtl:pr-4 ltr:pr-6 rtl:pl-6"
+    class="relative rounded-xl outline outline-1 p-4 transition-all duration-200 bg-n-solid-1 py-4 ltr:pl-4 rtl:pr-4 ltr:pr-6 rtl:pl-6"
     :class="[
-      isActive ? 'outline-n-blue-9' : 'outline-n-weak hover:outline-n-strong',
+      disabled ? 'opacity-50 cursor-not-allowed' : 'cursor-pointer',
+      isActive ? 'outline-n-blue-9' : 'outline-n-weak',
+      !disabled && !isActive ? 'hover:outline-n-strong' : '',
     ]"
     @click="handleChange"
   >
@@ -41,6 +55,7 @@ const handleChange = () => {
         :checked="isActive"
         :value="id"
         :name="id"
+        :disabled="disabled"
         type="radio"
         class="h-4 w-4 border-n-slate-6 text-n-brand focus:ring-n-brand focus:ring-offset-0"
         @change="handleChange"
@@ -49,11 +64,23 @@ const handleChange = () => {
 
     <!-- Content -->
     <div class="flex flex-col gap-3 items-start">
-      <h3 class="text-sm font-medium text-n-slate-12">
-        {{ label }}
-      </h3>
+      <div class="flex items-center gap-2">
+        <h3 class="text-sm font-medium text-n-slate-12">
+          {{ label }}
+        </h3>
+        <span
+          v-if="disabled"
+          class="inline-flex items-center px-2 py-0.5 rounded text-xs font-medium bg-n-yellow-3 text-n-yellow-11"
+        >
+          {{
+            t(
+              'ASSIGNMENT_POLICY.AGENT_ASSIGNMENT_POLICY.FORM.ASSIGNMENT_ORDER.BALANCED.PREMIUM_BADGE'
+            )
+          }}
+        </span>
+      </div>
       <p class="text-sm text-n-slate-11">
-        {{ description }}
+        {{ disabled && disabledMessage ? disabledMessage : description }}
       </p>
     </div>
   </div>

app/javascript/dashboard/components-next/AssignmentPolicy/components/story/BaseInfo.story.vue

@@ -6,7 +6,6 @@ const policyName = ref('Round Robin Policy');
 const description = ref(
   'Distributes conversations evenly among available agents'
 );
-const enabled = ref(true);
 </script>
 
 <template>
@@ -19,13 +18,10 @@ const enabled = ref(true);
         <BaseInfo
           v-model:policy-name="policyName"
           v-model:description="description"
-          v-model:enabled="enabled"
           name-label="Policy Name"
           name-placeholder="Enter policy name"
           description-label="Description"
           description-placeholder="Enter policy description"
-          status-label="Status"
-          status-placeholder="Active"
         />
       </div>
     </Variant>

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

@@ -1,5 +1,5 @@
 <script setup>
-import { ref, computed, onMounted, watch } from 'vue';
+import { reactive, ref, computed, onMounted, watch } from 'vue';
 import { useStore, useMapGetter } from 'dashboard/composables/store';
 import { useI18n } from 'vue-i18n';
 import { useWindowSize } from '@vueuse/core';
@@ -59,6 +59,23 @@ const isFetchingInboxes = ref(false);
 const isSearching = ref(false);
 const showComposeNewConversation = ref(false);
 
+const formState = reactive({
+  message: '',
+  subject: '',
+  ccEmails: '',
+  bccEmails: '',
+  attachedFiles: [],
+});
+
+const clearFormState = () => {
+  Object.assign(formState, {
+    subject: '',
+    ccEmails: '',
+    bccEmails: '',
+    attachedFiles: [],
+  });
+};
+
 const contactById = useMapGetter('contacts/getContactById');
 const contactsUiFlags = useMapGetter('contacts/getUIFlags');
 const currentUser = useMapGetter('getCurrentUser');
@@ -140,12 +157,14 @@ const handleSelectedContact = async ({ value, action, ...rest }) => {
 
 const handleTargetInbox = inbox => {
   targetInbox.value = inbox;
+  if (!inbox) clearFormState();
   resetContacts();
 };
 
 const clearSelectedContact = () => {
   selectedContact.value = null;
   targetInbox.value = null;
+  clearFormState();
 };
 
 const closeCompose = () => {
@@ -160,6 +179,12 @@ const closeCompose = () => {
   emit('close');
 };
 
+const discardCompose = () => {
+  clearFormState();
+  formState.message = '';
+  closeCompose();
+};
+
 const createConversation = async ({ payload, isFromWhatsApp }) => {
   try {
     const data = await store.dispatch('contactConversations/create', {
@@ -171,7 +196,7 @@ const createConversation = async ({ payload, isFromWhatsApp }) => {
       to: `/app/accounts/${data.account_id}/conversations/${data.id}`,
       message: t('COMPOSE_NEW_CONVERSATION.FORM.GO_TO_CONVERSATION'),
     };
-    closeCompose();
+    discardCompose();
     useAlert(t('COMPOSE_NEW_CONVERSATION.FORM.SUCCESS_MESSAGE'), action);
     return true; // Return success
   } catch (error) {
@@ -193,7 +218,11 @@ watch(
   (currentContact, previousContact) => {
     if (currentContact && props.contactId) {
       // Reset on contact change
-      if (currentContact?.id !== previousContact?.id) clearSelectedContact();
+      if (currentContact?.id !== previousContact?.id) {
+        clearSelectedContact();
+        clearFormState();
+        formState.message = '';
+      }
 
       // First process the contactable inboxes to get the right structure
       const processedInboxes = processContactableInboxes(
@@ -265,6 +294,7 @@ useKeyboardEvents(keyboardEvents);
       @click.self="onModalBackdropClick"
     >
       <ComposeNewConversationForm
+        :form-state="formState"
         :class="[{ 'mt-2': !viewInModal }, composePopoverClass]"
         :contacts="contacts"
         :contact-id="contactId"
@@ -285,7 +315,7 @@ useKeyboardEvents(keyboardEvents);
         @update-target-inbox="handleTargetInbox"
         @clear-selected-contact="clearSelectedContact"
         @create-conversation="createConversation"
-        @discard="closeCompose"
+        @discard="discardCompose"
       />
     </div>
   </div>

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

@@ -1,5 +1,5 @@
 <script setup>
-import { reactive, ref, computed } from 'vue';
+import { ref, computed } from 'vue';
 import { useVuelidate } from '@vuelidate/core';
 import { required, requiredIf } from '@vuelidate/validators';
 import { INBOX_TYPES } from 'dashboard/helper/inbox';
@@ -37,6 +37,7 @@ const props = defineProps({
   contactsUiFlags: { type: Object, default: null },
   messageSignature: { type: String, default: '' },
   sendWithSignature: { type: Boolean, default: false },
+  formState: { type: Object, required: true },
 });
 
 const emit = defineEmits([
@@ -57,13 +58,13 @@ const showBccEmailsDropdown = ref(false);
 
 const isCreating = computed(() => props.contactConversationsUiFlags.isCreating);
 
-const state = reactive({
+const state = props.formState || {
   message: '',
   subject: '',
   ccEmails: '',
   bccEmails: '',
   attachedFiles: [],
-});
+};
 
 const inboxTypes = computed(() => ({
   isEmail: props.targetInbox?.channelType === INBOX_TYPES.EMAIL,

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

@@ -43,6 +43,7 @@ import VoiceCallBubble from './bubbles/VoiceCall.vue';
 
 import MessageError from './MessageError.vue';
 import ContextMenu from 'dashboard/modules/conversations/components/MessageContextMenu.vue';
+import { useBranding } from 'shared/composables/useBranding';
 
 /**
  * @typedef {Object} Attachment
@@ -143,6 +144,7 @@ const { t } = useI18n();
 const route = useRoute();
 const inboxGetter = useMapGetter('inboxes/getInbox');
 const inbox = computed(() => inboxGetter.value(props.inboxId) || {});
+const { replaceInstallationName } = useBranding();
 
 /**
  * Computes the message variant based on props
@@ -389,13 +391,17 @@ const shouldRenderMessage = computed(() => {
   const isUnsupported = props.contentAttributes?.isUnsupported;
   const isAnIntegrationMessage =
     props.contentType === CONTENT_TYPES.INTEGRATIONS;
+  const isFailedMessage = props.status === MESSAGE_STATUS.FAILED;
+  const hasExternalError = !!props.contentAttributes?.externalError;
 
   return (
     hasAttachments ||
     props.content ||
     isEmailContentType ||
     isUnsupported ||
-    isAnIntegrationMessage
+    isAnIntegrationMessage ||
+    isFailedMessage ||
+    hasExternalError
   );
 });
 
@@ -472,7 +478,7 @@ const avatarInfo = computed(() => {
 
 const avatarTooltip = computed(() => {
   if (props.contentAttributes?.externalEcho) {
-    return t('CONVERSATION.NATIVE_APP_ADVISORY');
+    return replaceInstallationName(t('CONVERSATION.NATIVE_APP_ADVISORY'));
   }
   if (avatarInfo.value.name === '') return '';
   return `${t('CONVERSATION.SENT_BY')} ${avatarInfo.value.name}`;

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

@@ -12,11 +12,16 @@ defineProps({
 
 const emit = defineEmits(['retry']);
 
-const { orientation, status, createdAt } = useMessageContext();
+const { orientation, status, createdAt, content, attachments } =
+  useMessageContext();
 
 const { t } = useI18n();
 
-const canRetry = computed(() => !hasOneDayPassed(createdAt.value));
+const canRetry = computed(() => {
+  const hasContent = content.value !== null;
+  const hasAttachments = attachments.value && attachments.value.length > 0;
+  return !hasOneDayPassed(createdAt.value) && (hasContent || hasAttachments);
+});
 </script>
 
 <template>

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

@@ -8,6 +8,7 @@ import { useStore } from 'vuex';
 import { useI18n } from 'vue-i18n';
 import { useSidebarKeyboardShortcuts } from './useSidebarKeyboardShortcuts';
 import { vOnClickOutside } from '@vueuse/components';
+import { FEATURE_FLAGS } from 'dashboard/featureFlags';
 import { useWindowSize, useEventListener } from '@vueuse/core';
 import { emitter } from 'shared/helpers/mitt';
 import { BUS_EVENTS } from 'shared/constants/busEvents';
@@ -50,6 +51,18 @@ const isRTL = useMapGetter('accounts/isRTL');
 const { width: windowWidth } = useWindowSize();
 const isMobile = computed(() => windowWidth.value < 768);
 
+const accountId = useMapGetter('getCurrentAccountId');
+const isFeatureEnabledonAccount = useMapGetter(
+  'accounts/isFeatureEnabledonAccount'
+);
+
+const hasAdvancedAssignment = computed(() => {
+  return isFeatureEnabledonAccount.value(
+    accountId.value,
+    FEATURE_FLAGS.ADVANCED_ASSIGNMENT
+  );
+});
+
 const toggleShortcutModalFn = show => {
   if (show) {
     emit('openKeyShortcutModal');
@@ -584,12 +597,16 @@ const menuItems = computed(() => {
           icon: 'i-lucide-users',
           to: accountScopedRoute('settings_teams_list'),
         },
-        {
-          name: 'Settings Agent Assignment',
-          label: t('SIDEBAR.AGENT_ASSIGNMENT'),
-          icon: 'i-lucide-user-cog',
-          to: accountScopedRoute('assignment_policy_index'),
-        },
+        ...(hasAdvancedAssignment.value
+          ? [
+              {
+                name: 'Settings Agent Assignment',
+                label: t('SIDEBAR.AGENT_ASSIGNMENT'),
+                icon: 'i-lucide-user-cog',
+                to: accountScopedRoute('assignment_policy_index'),
+              },
+            ]
+          : []),
         {
           name: 'Settings Inboxes',
           label: t('SIDEBAR.INBOXES'),

app/javascript/dashboard/components/ChatList.vue

@@ -145,6 +145,7 @@ const {
   isConversationSelected,
   onAssignAgent,
   onAssignLabels,
+  onRemoveLabels,
   onAssignTeamsForBulk,
   onUpdateConversations,
 } = useBulkActions();
@@ -859,6 +860,7 @@ provide('deSelectConversation', deSelectConversation);
 provide('assignAgent', onAssignAgent);
 provide('assignTeam', onAssignTeam);
 provide('assignLabels', onAssignLabels);
+provide('removeLabels', onRemoveLabels);
 provide('updateConversationStatus', handleResolveConversation);
 provide('toggleContextMenu', onContextMenuToggle);
 provide('markAsUnread', markAsUnread);

app/javascript/dashboard/components/ConversationItem.vue

@@ -10,6 +10,7 @@ export default {
     'assignAgent',
     'assignTeam',
     'assignLabels',
+    'removeLabels',
     'updateConversationStatus',
     'toggleContextMenu',
     'markAsUnread',
@@ -63,6 +64,7 @@ export default {
     @assign-agent="assignAgent"
     @assign-team="assignTeam"
     @assign-label="assignLabels"
+    @remove-label="removeLabels"
     @update-conversation-status="updateConversationStatus"
     @context-menu-toggle="toggleContextMenu"
     @mark-as-unread="markAsUnread"

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

@@ -28,7 +28,10 @@ import { useAlert } from 'dashboard/composables';
 import { vOnClickOutside } from '@vueuse/components';
 
 import { BUS_EVENTS } from 'shared/constants/busEvents';
-import { CONVERSATION_EVENTS } from 'dashboard/helper/AnalyticsHelper/events';
+import {
+  CONVERSATION_EVENTS,
+  CAPTAIN_EVENTS,
+} from 'dashboard/helper/AnalyticsHelper/events';
 import { MESSAGE_EDITOR_IMAGE_RESIZES } from 'dashboard/constants/editor';
 
 import {
@@ -86,6 +89,7 @@ const props = defineProps({
   // are triggered except when this flag is true
   allowSignature: { type: Boolean, default: false },
   channelType: { type: String, default: '' },
+  conversationId: { type: Number, default: null },
   medium: { type: String, default: '' },
   showImageResizeToolbar: { type: Boolean, default: false }, // A kill switch to show or hide the image toolbar
   focusOnMount: { type: Boolean, default: true },
@@ -396,7 +400,14 @@ function openFileBrowser() {
 }
 
 function handleCopilotClick() {
-  showSelectionMenu.value = !showSelectionMenu.value;
+  const isOpening = !showSelectionMenu.value;
+  if (isOpening) {
+    useTrack(CAPTAIN_EVENTS.EDITOR_AI_MENU_OPENED, {
+      conversationId: props.conversationId,
+      entryPoint: 'inline',
+    });
+  }
+  showSelectionMenu.value = isOpening;
 }
 
 function handleClickOutside(event) {
@@ -819,7 +830,13 @@ useEmitter(BUS_EVENTS.INSERT_INTO_RICH_EDITOR, insertContentIntoEditor);
 </script>
 
 <template>
-  <div ref="editorRoot" class="relative w-full">
+  <div
+    ref="editorRoot"
+    class="relative w-full"
+    :class="{
+      'opacity-50 cursor-not-allowed pointer-events-none': disabled,
+    }"
+  >
     <TagAgents
       v-if="showUserMentions && isPrivate"
       :search-key="mentionSearchKey"

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

@@ -122,6 +122,10 @@ export default {
       type: Boolean,
       default: false,
     },
+    isEditorDisabled: {
+      type: Boolean,
+      default: false,
+    },
   },
   emits: [
     'replaceText',
@@ -130,7 +134,7 @@ export default {
     'selectContentTemplate',
     'toggleQuotedReply',
   ],
-  setup() {
+  setup(props) {
     const { setSignatureFlagForInbox, fetchSignatureFlagFromUISettings } =
       useUISettings();
 
@@ -139,6 +143,9 @@ export default {
     const keyboardEvents = {
       '$mod+Alt+KeyA': {
         action: () => {
+          // Skip if editor is disabled (e.g., WhatsApp 24-hour window expired)
+          if (props.isEditorDisabled) return;
+
           // TODO: This is really hacky, we need to replace the file picker component with
           // a custom one, where the logic and the component markup is isolated.
           // Once we have the custom component, we can remove the hacky logic below.
@@ -146,7 +153,7 @@ export default {
           const uploadTriggerButton = document.querySelector(
             '#conversationAttachment'
           );
-          uploadTriggerButton.click();
+          if (uploadTriggerButton) uploadTriggerButton.click();
         },
         allowOnFocusedInput: true,
       },
@@ -177,9 +184,11 @@ export default {
       };
     },
     showAttachButton() {
+      if (this.isEditorDisabled) return false;
       return this.showFileUpload || this.isNote;
     },
     showAudioRecorderButton() {
+      if (this.isEditorDisabled) return false;
       if (this.isALineChannel) {
         return false;
       }
@@ -197,6 +206,7 @@ export default {
       );
     },
     showAudioPlayStopButton() {
+      if (this.isEditorDisabled) return false;
       return this.showAudioRecorder && this.isRecordingAudio;
     },
     isInstagramDM() {
@@ -236,6 +246,7 @@ export default {
       }
     },
     showMessageSignatureButton() {
+      if (this.isEditorDisabled) return false;
       return !this.isOnPrivateNote;
     },
     sendWithSignature() {
@@ -280,6 +291,7 @@ export default {
   <div class="flex justify-between p-3" :class="wrapClass">
     <div class="left-wrap">
       <NextButton
+        v-if="!isEditorDisabled"
         v-tooltip.top-end="$t('CONVERSATION.REPLYBOX.TIP_EMOJI_ICON')"
         icon="i-ph-smiley-sticker"
         slate
@@ -288,6 +300,7 @@ export default {
         @click="toggleEmojiPicker"
       />
       <FileUpload
+        v-if="showAttachButton"
         ref="uploadRef"
         v-tooltip.top-end="$t('CONVERSATION.REPLYBOX.TIP_ATTACH_ICON')"
         input-id="conversationAttachment"

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

@@ -2,8 +2,10 @@
 import { ref } from 'vue';
 import { useKeyboardEvents } from 'dashboard/composables/useKeyboardEvents';
 import { useCaptain } from 'dashboard/composables/useCaptain';
+import { useTrack } from 'dashboard/composables';
 import { vOnClickOutside } from '@vueuse/components';
 import { REPLY_EDITOR_MODES, CHAR_LENGTH_WARNING } from './constants';
+import { CAPTAIN_EVENTS } from 'dashboard/helper/AnalyticsHelper/events';
 import NextButton from 'dashboard/components-next/button/Button.vue';
 import EditorModeToggle from './EditorModeToggle.vue';
 import CopilotMenuBar from './CopilotMenuBar.vue';
@@ -31,6 +33,14 @@ export default {
       type: Boolean,
       default: false,
     },
+    isEditorDisabled: {
+      type: Boolean,
+      default: false,
+    },
+    conversationId: {
+      type: Number,
+      default: null,
+    },
     isMessageLengthReachingThreshold: {
       type: Boolean,
       default: () => false,
@@ -69,7 +79,14 @@ export default {
     };
 
     const toggleCopilotMenu = () => {
-      showCopilotMenu.value = !showCopilotMenu.value;
+      const isOpening = !showCopilotMenu.value;
+      if (isOpening) {
+        useTrack(CAPTAIN_EVENTS.EDITOR_AI_MENU_OPENED, {
+          conversationId: props.conversationId,
+          entryPoint: 'top_panel',
+        });
+      }
+      showCopilotMenu.value = isOpening;
     };
 
     const handleClickOutside = () => {
@@ -144,7 +161,7 @@ export default {
       <div class="relative">
         <NextButton
           ghost
-          :disabled="disabled"
+          :disabled="disabled || isEditorDisabled"
           :class="{
             'text-n-violet-9 hover:enabled:!bg-n-violet-3': !showCopilotMenu,
             'text-n-violet-9 bg-n-violet-3': showCopilotMenu,

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

@@ -34,6 +34,7 @@ const emit = defineEmits([
   'contextMenuToggle',
   'assignAgent',
   'assignLabel',
+  'removeLabel',
   'assignTeam',
   'markAsUnread',
   'markAsRead',
@@ -203,7 +204,10 @@ const onAssignAgent = agent => {
 
 const onAssignLabel = label => {
   emit('assignLabel', [label.title], [props.chat.id]);
-  closeContextMenu();
+};
+
+const onRemoveLabel = label => {
+  emit('removeLabel', [label.title], [props.chat.id]);
 };
 
 const onAssignTeam = team => {
@@ -379,11 +383,13 @@ const deleteConversation = () => {
         :priority="chat.priority"
         :chat-id="chat.id"
         :has-unread-messages="hasUnread"
+        :conversation-labels="chat.labels"
         :conversation-url="conversationPath"
         :allowed-options="allowedContextMenuOptions"
         @update-conversation="onUpdateConversation"
         @assign-agent="onAssignAgent"
         @assign-label="onAssignLabel"
+        @remove-label="onRemoveLabel"
         @assign-team="onAssignTeam"
         @mark-as-unread="markAsUnread"
         @mark-as-read="markAsRead"

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

@@ -41,7 +41,10 @@ import {
   truncatePreviewText,
   appendQuotedTextToMessage,
 } from 'dashboard/helper/quotedEmailHelper';
-import { CONVERSATION_EVENTS } from '../../../helper/AnalyticsHelper/events';
+import {
+  CONVERSATION_EVENTS,
+  CAPTAIN_EVENTS,
+} from '../../../helper/AnalyticsHelper/events';
 import fileUploadMixin from 'dashboard/mixins/fileUploadMixin';
 import {
   appendSignature,
@@ -136,6 +139,7 @@ export default {
       newConversationModalActive: false,
       showArticleSearchPopover: false,
       hasRecordedAudio: false,
+      copilotAcceptedMessages: {},
     };
   },
   computed: {
@@ -195,6 +199,11 @@ export default {
       return this.$store.getters['inboxes/getInbox'](this.inboxId);
     },
     messagePlaceHolder() {
+      if (this.isEditorDisabled) {
+        return this.isAWhatsAppChannel
+          ? this.$t('CONVERSATION.FOOTER.MESSAGING_RESTRICTED_WHATSAPP')
+          : this.$t('CONVERSATION.FOOTER.MESSAGING_RESTRICTED');
+      }
       return this.isPrivate
         ? this.$t('CONVERSATION.FOOTER.PRIVATE_MSG_INPUT')
         : this.$t('CONVERSATION.FOOTER.MSG_INPUT');
@@ -206,6 +215,7 @@ export default {
       return this.maxLength - this.message.length;
     },
     isReplyButtonDisabled() {
+      if (this.isEditorDisabled) return true;
       if (this.isATwitterInbox) return true;
       if (this.hasAttachments || this.hasRecordedAudio) return false;
 
@@ -414,6 +424,13 @@ export default {
     isDefaultEditorMode() {
       return !this.showAudioRecorderEditor && !this.copilot.isActive.value;
     },
+    isEditorDisabled() {
+      return (
+        this.isAWhatsAppChannel &&
+        !this.isOnPrivateNote &&
+        !this.currentChat.can_reply
+      );
+    },
   },
   watch: {
     currentChat(conversation, oldConversation) {
@@ -508,6 +525,24 @@ export default {
     emitter.off(CMD_AI_ASSIST, this.executeCopilotAction);
   },
   methods: {
+    getDraftKey(
+      conversationId = this.conversationIdByRoute,
+      replyType = this.replyType
+    ) {
+      return `draft-${conversationId}-${replyType}`;
+    },
+    getCopilotAcceptedMessage(replyType = this.replyType) {
+      const key = this.getDraftKey(this.conversationIdByRoute, replyType);
+      return this.copilotAcceptedMessages[key] || '';
+    },
+    setCopilotAcceptedMessage(message, replyType = this.replyType) {
+      const key = this.getDraftKey(this.conversationIdByRoute, replyType);
+      this.copilotAcceptedMessages[key] = trimContent(message || '');
+    },
+    clearCopilotAcceptedMessage(replyType = this.replyType) {
+      const key = this.getDraftKey(this.conversationIdByRoute, replyType);
+      delete this.copilotAcceptedMessages[key];
+    },
     handleInsert(article) {
       const { url, title } = article;
       // Removing empty lines from the title
@@ -559,7 +594,7 @@ export default {
     },
     saveDraft(conversationId, replyType) {
       if (this.message || this.message === '') {
-        const key = `draft-${conversationId}-${replyType}`;
+        const key = this.getDraftKey(conversationId, replyType);
         const draftToSave = trimContent(this.message || '');
 
         this.$store.dispatch('draftMessages/set', {
@@ -574,7 +609,7 @@ export default {
     },
     getFromDraft() {
       if (this.conversationIdByRoute) {
-        const key = `draft-${this.conversationIdByRoute}-${this.replyType}`;
+        const key = this.getDraftKey();
         const messageFromStore =
           this.$store.getters['draftMessages/get'](key) || '';
 
@@ -597,7 +632,7 @@ export default {
     },
     removeFromDraft() {
       if (this.conversationIdByRoute) {
-        const key = `draft-${this.conversationIdByRoute}-${this.replyType}`;
+        const key = this.getDraftKey();
         this.$store.dispatch('draftMessages/delete', { key });
       }
     },
@@ -655,6 +690,9 @@ export default {
       // Don't handle paste if compose new conversation modal is open
       if (this.newConversationModalActive) return;
 
+      // Don't handle paste if editor is disabled
+      if (this.isEditorDisabled) return;
+
       // Filter valid files (non-zero size)
       Array.from(e.clipboardData.files)
         .filter(file => file.size > 0)
@@ -708,6 +746,7 @@ export default {
         return;
       }
       if (!this.showMentions) {
+        const copilotAcceptedMessage = this.getCopilotAcceptedMessage();
         const isOnWhatsApp =
           this.isATwilioWhatsAppChannel ||
           this.isAWhatsAppCloudChannel ||
@@ -717,10 +756,17 @@ export default {
         // This can create duplicate messages in Chatwoot. To prevent this issue, we'll handle text and attachments as separate messages.
         const isOnInstagram = this.isAnInstagramChannel;
         if ((isOnWhatsApp || isOnInstagram) && !this.isPrivate) {
-          this.sendMessageAsMultipleMessages(this.message);
+          this.sendMessageAsMultipleMessages(
+            this.message,
+            copilotAcceptedMessage
+          );
         } else {
           const messagePayload = this.getMessagePayload(this.message);
-          this.sendMessage(messagePayload);
+          this.sendMessage(
+            messagePayload,
+            this.message,
+            copilotAcceptedMessage
+          );
         }
 
         if (!this.isPrivate) {
@@ -732,13 +778,53 @@ export default {
         this.$emit('update:popOutReplyBox', false);
       }
     },
-    sendMessageAsMultipleMessages(message) {
+    sendMessageAsMultipleMessages(message, copilotAcceptedMessage = '') {
       const messages = this.getMultipleMessagesPayload(message);
       messages.forEach(messagePayload => {
-        this.sendMessage(messagePayload);
+        this.sendMessage(
+          messagePayload,
+          messagePayload.message || '',
+          copilotAcceptedMessage
+        );
       });
     },
-    sendMessageAnalyticsData(isPrivate) {
+    sendMessageAnalyticsData(
+      isPrivate,
+      { editorMessage = '', copilotAcceptedMessage = '' } = {}
+    ) {
+      const normalizeForComparison = message => {
+        let normalizedMessage = message || '';
+
+        if (this.sendWithSignature && this.messageSignature && !isPrivate) {
+          const effectiveChannelType = getEffectiveChannelType(
+            this.channelType,
+            this.inbox?.medium || ''
+          );
+          normalizedMessage = removeSignature(
+            normalizedMessage,
+            this.messageSignature,
+            effectiveChannelType
+          );
+        }
+
+        return trimContent(normalizedMessage);
+      };
+
+      const normalizedAcceptedMessage = normalizeForComparison(
+        copilotAcceptedMessage
+      );
+      const normalizedEditorMessage = normalizeForComparison(editorMessage);
+
+      if (normalizedAcceptedMessage && normalizedEditorMessage) {
+        useTrack(CAPTAIN_EVENTS.AI_ASSISTED_MESSAGE_SENT, {
+          conversationId: this.conversationIdByRoute,
+          channelType: this.channelType,
+          editedBeforeSend:
+            normalizedAcceptedMessage !== normalizedEditorMessage,
+          isPrivate,
+        });
+      }
+
       // Analytics data for message signature is enabled or not in channels
       return isPrivate
         ? useTrack(CONVERSATION_EVENTS.SENT_PRIVATE_NOTE)
@@ -772,7 +858,11 @@ export default {
         this.confirmOnSendReply();
       }
     },
-    async sendMessage(messagePayload) {
+    async sendMessage(
+      messagePayload,
+      editorMessage = '',
+      copilotAcceptedMessage = ''
+    ) {
       try {
         await this.$store.dispatch(
           'createPendingMessageAndSend',
@@ -781,7 +871,10 @@ export default {
         emitter.emit(BUS_EVENTS.SCROLL_TO_MESSAGE);
         emitter.emit(BUS_EVENTS.MESSAGE_SENT);
         this.removeFromDraft();
-        this.sendMessageAnalyticsData(messagePayload.private);
+        this.sendMessageAnalyticsData(messagePayload.private, {
+          editorMessage,
+          copilotAcceptedMessage,
+        });
       } catch (error) {
         const errorMessage =
           error?.response?.data?.error || this.$t('CONVERSATION.MESSAGE_ERROR');
@@ -855,6 +948,7 @@ export default {
     },
     clearMessage() {
       this.message = '';
+      this.clearCopilotAcceptedMessage();
       if (this.sendWithSignature && !this.isPrivate) {
         // if signature is enabled, append it to the message
         const effectiveChannelType = getEffectiveChannelType(
@@ -1119,7 +1213,9 @@ export default {
       this.$emit('update:popOutReplyBox', !this.popOutReplyBox);
     },
     onSubmitCopilotReply() {
-      this.message = this.copilot.accept();
+      const acceptedMessage = this.copilot.accept();
+      this.message = acceptedMessage;
+      this.setCopilotAcceptedMessage(acceptedMessage);
     },
   },
 };
@@ -1130,11 +1226,13 @@ export default {
   <div ref="replyEditor" class="reply-box" :class="replyBoxClass">
     <ReplyTopPanel
       :mode="replyType"
+      :conversation-id="conversationId"
       :is-reply-restricted="isReplyRestricted"
       :disabled="
         (copilot.isActive.value && copilot.isButtonDisabled.value) ||
         showAudioRecorderEditor
       "
+      :is-editor-disabled="isEditorDisabled"
       :is-message-length-reaching-threshold="isMessageLengthReachingThreshold"
       :characters-remaining="charactersRemaining"
       :popout-reply-box="popOutReplyBox"
@@ -1204,12 +1302,14 @@ export default {
         <WootMessageEditor
           v-else-if="!showAudioRecorderEditor"
           v-model="message"
+          :conversation-id="conversationId"
           :editor-id="editorStateId"
           class="input popover-prosemirror-menu"
           :is-private="isOnPrivateNote"
           :placeholder="messagePlaceHolder"
           :update-selection-with="updateEditorSelectionWith"
           :min-height="4"
+          :disabled="isEditorDisabled"
           enable-variables
           :variables="messageVariables"
           :signature="messageSignature"
@@ -1285,6 +1385,7 @@ export default {
         :is-recording-audio="isRecordingAudio"
         :is-send-disabled="isReplyButtonDisabled"
         :is-note="isPrivate"
+        :is-editor-disabled="isEditorDisabled"
         :on-file-upload="onFileUpload"
         :on-send="onSendReply"
         :conversation-type="conversationType"

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

@@ -31,7 +31,10 @@ const assignedAgent = computed({
   },
   set(agent) {
     const agentId = agent ? agent.id : null;
-    store.dispatch('setCurrentChatAssignee', agent);
+    store.dispatch('setCurrentChatAssignee', {
+      conversationId: currentChat.value?.id,
+      assignee: agent,
+    });
     store.dispatch('assignAgent', {
       conversationId: currentChat.value?.id,
       agentId,

app/javascript/dashboard/components/widgets/conversation/contextMenu/Index.vue

@@ -53,6 +53,10 @@ export default {
       type: String,
       default: null,
     },
+    conversationLabels: {
+      type: Array,
+      default: () => [],
+    },
     conversationUrl: {
       type: String,
       default: '',
@@ -70,6 +74,7 @@ export default {
     'assignAgent',
     'assignTeam',
     'assignLabel',
+    'removeLabel',
     'deleteConversation',
     'close',
   ],
@@ -334,8 +339,16 @@ export default {
           v-for="label in labels"
           :key="label.id"
           :option="generateMenuLabelConfig(label, 'label')"
-          variant="label"
-          @click.stop="$emit('assignLabel', label)"
+          :variant="
+            conversationLabels.includes(label.title)
+              ? 'label-assigned'
+              : 'label'
+          "
+          @click.stop="
+            conversationLabels.includes(label.title)
+              ? $emit('removeLabel', label)
+              : $emit('assignLabel', label)
+          "
         />
       </MenuItemWithSubmenu>
       <MenuItemWithSubmenu

app/javascript/dashboard/components/widgets/conversation/contextMenu/menuItem.vue

@@ -1,5 +1,6 @@
 <script setup>
 import Avatar from 'dashboard/components-next/avatar/Avatar.vue';
+import Icon from 'dashboard/components-next/icon/Icon.vue';
 
 defineProps({
   option: {
@@ -22,7 +23,9 @@ defineProps({
       class="flex-shrink-0"
     />
     <span
-      v-if="variant === 'label' && option.color"
+      v-if="
+        (variant === 'label' || variant === 'label-assigned') && option.color
+      "
       class="label-pill flex-shrink-0"
       :style="{ backgroundColor: option.color }"
     />
@@ -37,6 +40,11 @@ defineProps({
     <p class="menu-label truncate min-w-0 flex-1">
       {{ option.label }}
     </p>
+    <Icon
+      v-if="variant === 'label-assigned'"
+      icon="i-lucide-check"
+      class="flex-shrink-0 size-3.5 mr-1"
+    />
   </div>
 </template>
 

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

@@ -2,6 +2,7 @@
 // components
 import NextButton from 'dashboard/components-next/button/Button.vue';
 import Avatar from 'dashboard/components-next/avatar/Avatar.vue';
+import { useBranding } from 'shared/composables/useBranding';
 
 // composables
 import { useCaptain } from 'dashboard/composables/useCaptain';
@@ -34,8 +35,9 @@ export default {
   },
   setup() {
     const { captainTasksEnabled } = useCaptain();
+    const { replaceInstallationName } = useBranding();
 
-    return { captainTasksEnabled };
+    return { captainTasksEnabled, replaceInstallationName };
   },
   data() {
     return {
@@ -228,7 +230,9 @@ export default {
       <div class="sender--info has-tooltip" data-original-title="null">
         <Avatar
           v-tooltip.top="{
-            content: $t('LABEL_MGMT.SUGGESTIONS.POWERED_BY'),
+            content: replaceInstallationName(
+              $t('LABEL_MGMT.SUGGESTIONS.POWERED_BY')
+            ),
             delay: { show: 600, hide: 0 },
             hideOnClick: true,
           }"

app/javascript/dashboard/composables/captain/constants.js

@@ -0,0 +1,12 @@
+export const CAPTAIN_ERROR_TYPES = Object.freeze({
+  ABORTED: 'aborted',
+  API_ERROR: 'api_error',
+  HTTP_PREFIX: 'http_',
+  ABORT_ERROR: 'AbortError',
+  CANCELED_ERROR: 'CanceledError',
+});
+
+export const CAPTAIN_GENERATION_FAILURE_REASONS = Object.freeze({
+  EMPTY_RESPONSE: 'empty_response',
+  EXCEPTION: 'exception',
+});

app/javascript/dashboard/composables/chatlist/useBulkActions.js

@@ -102,6 +102,28 @@ export function useBulkActions() {
     }
   }
 
+  // Only used in context menu
+  async function onRemoveLabels(labelsToRemove, conversationId = null) {
+    try {
+      await store.dispatch('bulkActions/process', {
+        type: 'Conversation',
+        ids: conversationId || selectedConversations.value,
+        labels: {
+          remove: labelsToRemove,
+        },
+      });
+
+      useAlert(
+        t('CONVERSATION.CARD_CONTEXT_MENU.API.LABEL_REMOVAL.SUCCESFUL', {
+          labelName: labelsToRemove[0],
+          conversationId,
+        })
+      );
+    } catch (err) {
+      useAlert(t('CONVERSATION.CARD_CONTEXT_MENU.API.LABEL_REMOVAL.FAILED'));
+    }
+  }
+
   async function onAssignTeamsForBulk(team) {
     try {
       await store.dispatch('bulkActions/process', {
@@ -189,6 +211,7 @@ export function useBulkActions() {
     isConversationSelected,
     onAssignAgent,
     onAssignLabels,
+    onRemoveLabels,
     onAssignTeamsForBulk,
     onUpdateConversations,
   };

app/javascript/dashboard/composables/useCaptain.js

@@ -11,6 +11,7 @@ import { useAlert } from 'dashboard/composables';
 import { useI18n } from 'vue-i18n';
 import { FEATURE_FLAGS } from 'dashboard/featureFlags';
 import TasksAPI from 'dashboard/api/captain/tasks';
+import { CAPTAIN_ERROR_TYPES } from 'dashboard/composables/captain/constants';
 
 export function useCaptain() {
   const store = useStore();
@@ -69,7 +70,10 @@ export function useCaptain() {
    * @param {Error} error - The error object from the API call.
    */
   const handleAPIError = error => {
-    if (error.name === 'AbortError' || error.name === 'CanceledError') {
+    if (
+      error.name === CAPTAIN_ERROR_TYPES.ABORT_ERROR ||
+      error.name === CAPTAIN_ERROR_TYPES.CANCELED_ERROR
+    ) {
       return;
     }
     const errorMessage =
@@ -78,6 +82,24 @@ export function useCaptain() {
     useAlert(errorMessage);
   };
 
+  /**
+   * Classifies API error types for downstream analytics.
+   * @param {Error} error
+   * @returns {string}
+   */
+  const getErrorType = error => {
+    if (
+      error.name === CAPTAIN_ERROR_TYPES.ABORT_ERROR ||
+      error.name === CAPTAIN_ERROR_TYPES.CANCELED_ERROR
+    ) {
+      return CAPTAIN_ERROR_TYPES.ABORTED;
+    }
+    if (error.response?.status) {
+      return `${CAPTAIN_ERROR_TYPES.HTTP_PREFIX}${error.response.status}`;
+    }
+    return CAPTAIN_ERROR_TYPES.API_ERROR;
+  };
+
   // === Task Methods ===
   /**
    * Rewrites content with a specific operation.
@@ -103,7 +125,7 @@ export function useCaptain() {
       return { message: generatedMessage, followUpContext };
     } catch (error) {
       handleAPIError(error);
-      return { message: '' };
+      return { message: '', errorType: getErrorType(error) };
     }
   };
 
@@ -125,7 +147,7 @@ export function useCaptain() {
       return { message: generatedMessage, followUpContext };
     } catch (error) {
       handleAPIError(error);
-      return { message: '' };
+      return { message: '', errorType: getErrorType(error) };
     }
   };
 
@@ -147,7 +169,7 @@ export function useCaptain() {
       return { message: generatedMessage, followUpContext };
     } catch (error) {
       handleAPIError(error);
-      return { message: '' };
+      return { message: '', errorType: getErrorType(error) };
     }
   };
 
@@ -171,7 +193,11 @@ export function useCaptain() {
       return { message: generatedMessage, followUpContext: updatedContext };
     } catch (error) {
       handleAPIError(error);
-      return { message: '', followUpContext };
+      return {
+        message: '',
+        followUpContext,
+        errorType: getErrorType(error),
+      };
     }
   };
 

app/javascript/dashboard/composables/useCopilotReply.js

@@ -3,6 +3,10 @@ import { useCaptain } from 'dashboard/composables/useCaptain';
 import { useUISettings } from 'dashboard/composables/useUISettings';
 import { useTrack } from 'dashboard/composables';
 import { CAPTAIN_EVENTS } from 'dashboard/helper/AnalyticsHelper/events';
+import {
+  CAPTAIN_ERROR_TYPES,
+  CAPTAIN_GENERATION_FAILURE_REASONS,
+} from 'dashboard/composables/captain/constants';
 
 // Actions that map to REWRITE events (with operation attribute)
 const REWRITE_ACTIONS = [
@@ -52,6 +56,20 @@ function buildPayload(action, conversationId, followUpCount = undefined) {
   return payload;
 }
 
+function trackGenerationFailure({
+  action,
+  conversationId,
+  followUpCount = undefined,
+  stage,
+  reason,
+}) {
+  useTrack(CAPTAIN_EVENTS.GENERATION_FAILED, {
+    ...buildPayload(action, conversationId, followUpCount),
+    stage,
+    reason,
+  });
+}
+
 /**
  * Composable for managing Copilot reply generation state and actions.
  * Extracts copilot-related logic from ReplyBox for cleaner code organization.
@@ -146,7 +164,8 @@ export function useCopilotReply() {
 
     // Reset without tracking dismiss (starting new action)
     reset(false);
-    abortController.value = new AbortController();
+    const requestController = new AbortController();
+    abortController.value = requestController;
     isGenerating.value = true;
     isContentReady.value = false;
     currentAction.value = action;
@@ -154,28 +173,66 @@ export function useCopilotReply() {
     trackedConversationId.value = conversationId.value;
 
     try {
-      const { message: content, followUpContext: newContext } =
-        await processEvent(action, data, {
-          signal: abortController.value.signal,
-        });
+      const {
+        message: content,
+        followUpContext: newContext,
+        errorType,
+      } = await processEvent(action, data, {
+        signal: requestController.signal,
+      });
 
-      if (!abortController.value?.signal.aborted) {
-        generatedContent.value = content;
-        followUpContext.value = newContext;
-        if (content) {
-          showEditor.value = true;
-          // Track "Used" event on successful generation
-          const eventKey = `${getEventPrefix(action)}_USED`;
-          useTrack(
-            CAPTAIN_EVENTS[eventKey],
-            buildPayload(action, trackedConversationId.value)
-          );
+      if (requestController.signal.aborted) return;
+      if (errorType === CAPTAIN_ERROR_TYPES.ABORTED) {
+        if (abortController.value === requestController) {
+          isGenerating.value = false;
         }
-        isGenerating.value = false;
+        return;
       }
-    } catch {
-      if (!abortController.value?.signal.aborted) {
-        isGenerating.value = false;
+
+      generatedContent.value = content;
+      followUpContext.value = newContext;
+      if (content) {
+        showEditor.value = true;
+        // Track "Used" event on successful generation
+        const eventKey = `${getEventPrefix(action)}_USED`;
+        useTrack(
+          CAPTAIN_EVENTS[eventKey],
+          buildPayload(action, trackedConversationId.value)
+        );
+      } else if (errorType && errorType !== CAPTAIN_ERROR_TYPES.ABORTED) {
+        trackGenerationFailure({
+          action,
+          conversationId: trackedConversationId.value,
+          stage: 'initial',
+          reason: errorType,
+        });
+      } else {
+        trackGenerationFailure({
+          action,
+          conversationId: trackedConversationId.value,
+          stage: 'initial',
+          reason: CAPTAIN_GENERATION_FAILURE_REASONS.EMPTY_RESPONSE,
+        });
+      }
+      isGenerating.value = false;
+    } catch (error) {
+      if (
+        requestController.signal.aborted ||
+        error?.name === CAPTAIN_ERROR_TYPES.ABORT_ERROR ||
+        error?.name === CAPTAIN_ERROR_TYPES.CANCELED_ERROR
+      ) {
+        return;
+      }
+      trackGenerationFailure({
+        action,
+        conversationId: trackedConversationId.value,
+        stage: 'initial',
+        reason: error?.name || CAPTAIN_GENERATION_FAILURE_REASONS.EXCEPTION,
+      });
+      isGenerating.value = false;
+    } finally {
+      if (abortController.value === requestController) {
+        abortController.value = null;
       }
     }
   }
@@ -187,7 +244,8 @@ export function useCopilotReply() {
   async function sendFollowUp(message) {
     if (!followUpContext.value || !message.trim()) return;
 
-    abortController.value = new AbortController();
+    const requestController = new AbortController();
+    abortController.value = requestController;
     isGenerating.value = true;
     isContentReady.value = false;
 
@@ -198,24 +256,65 @@ export function useCopilotReply() {
     followUpCount.value += 1;
 
     try {
-      const { message: content, followUpContext: updatedContext } =
-        await followUp({
-          followUpContext: followUpContext.value,
-          message,
-          signal: abortController.value.signal,
-        });
+      const {
+        message: content,
+        followUpContext: updatedContext,
+        errorType,
+      } = await followUp({
+        followUpContext: followUpContext.value,
+        message,
+        signal: requestController.signal,
+      });
 
-      if (!abortController.value?.signal.aborted) {
-        if (content) {
-          generatedContent.value = content;
-          followUpContext.value = updatedContext;
-          showEditor.value = true;
+      if (requestController.signal.aborted) return;
+      if (errorType === CAPTAIN_ERROR_TYPES.ABORTED) {
+        if (abortController.value === requestController) {
+          isGenerating.value = false;
         }
-        isGenerating.value = false;
+        return;
       }
-    } catch {
-      if (!abortController.value?.signal.aborted) {
-        isGenerating.value = false;
+
+      if (content) {
+        generatedContent.value = content;
+        followUpContext.value = updatedContext;
+        showEditor.value = true;
+      } else if (errorType && errorType !== CAPTAIN_ERROR_TYPES.ABORTED) {
+        trackGenerationFailure({
+          action: currentAction.value,
+          conversationId: trackedConversationId.value,
+          followUpCount: followUpCount.value,
+          stage: 'follow_up',
+          reason: errorType,
+        });
+      } else {
+        trackGenerationFailure({
+          action: currentAction.value,
+          conversationId: trackedConversationId.value,
+          followUpCount: followUpCount.value,
+          stage: 'follow_up',
+          reason: CAPTAIN_GENERATION_FAILURE_REASONS.EMPTY_RESPONSE,
+        });
+      }
+      isGenerating.value = false;
+    } catch (error) {
+      if (
+        requestController.signal.aborted ||
+        error?.name === CAPTAIN_ERROR_TYPES.ABORT_ERROR ||
+        error?.name === CAPTAIN_ERROR_TYPES.CANCELED_ERROR
+      ) {
+        return;
+      }
+      trackGenerationFailure({
+        action: currentAction.value,
+        conversationId: trackedConversationId.value,
+        followUpCount: followUpCount.value,
+        stage: 'follow_up',
+        reason: error?.name || CAPTAIN_GENERATION_FAILURE_REASONS.EXCEPTION,
+      });
+      isGenerating.value = false;
+    } finally {
+      if (abortController.value === requestController) {
+        abortController.value = null;
       }
     }
   }

app/javascript/dashboard/featureFlags.js

@@ -2,6 +2,7 @@ export const FEATURE_FLAGS = {
   AGENT_BOTS: 'agent_bots',
   AGENT_MANAGEMENT: 'agent_management',
   ASSIGNMENT_V2: 'assignment_v2',
+  ADVANCED_ASSIGNMENT: 'advanced_assignment',
   AUTO_RESOLVE_CONVERSATIONS: 'auto_resolve_conversations',
   AUTOMATIONS: 'automations',
   CAMPAIGNS: 'campaigns',
@@ -56,4 +57,5 @@ export const PREMIUM_FEATURES = [
   FEATURE_FLAGS.HELP_CENTER,
   FEATURE_FLAGS.SAML,
   FEATURE_FLAGS.CONVERSATION_REQUIRED_ATTRIBUTES,
+  FEATURE_FLAGS.ADVANCED_ASSIGNMENT,
 ];

app/javascript/dashboard/helper/AnalyticsHelper/events.js

@@ -85,6 +85,11 @@ export const PORTALS_EVENTS = Object.freeze({
 });
 
 export const CAPTAIN_EVENTS = Object.freeze({
+  // Editor funnel events
+  EDITOR_AI_MENU_OPENED: 'Captain: Editor AI menu opened',
+  GENERATION_FAILED: 'Captain: Generation failed',
+  AI_ASSISTED_MESSAGE_SENT: 'Captain: AI-assisted message sent',
+
   // Rewrite events (with operation attribute in payload)
   REWRITE_USED: 'Captain: Rewrite used',
   REWRITE_APPLIED: 'Captain: Rewrite applied',

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

@@ -174,6 +174,10 @@
           "SUCCESFUL": "Assigned label #{labelName} to conversation id {conversationId}",
           "FAILED": "Couldn't assign label. Please try again."
         },
+        "LABEL_REMOVAL": {
+          "SUCCESFUL": "Removed label #{labelName} from conversation id {conversationId}",
+          "FAILED": "Couldn't remove label. Please try again."
+        },
         "TEAM_ASSIGNMENT": {
           "SUCCESFUL": "Assigned team \"{team}\" to conversation id {conversationId}",
           "FAILED": "Couldn't assign team. Please try again."
@@ -186,6 +190,8 @@
       "DISABLE_SIGN_TOOLTIP": "Disable signature",
       "MSG_INPUT": "Shift + enter for new line. Start with '/' to select a Canned Response.",
       "PRIVATE_MSG_INPUT": "Shift + enter for new line. This will be visible only to Agents",
+      "MESSAGING_RESTRICTED": "You cannot reply to this conversation",
+      "MESSAGING_RESTRICTED_WHATSAPP": "You can only reply using a template message due to 24-hour message window restriction",
       "MESSAGE_SIGNATURE_NOT_CONFIGURED": "Message signature is not configured, please configure it in profile settings.",
       "COPILOT_MSG_INPUT": "Give copilot additional prompts, or ask anything else... Press enter to send follow-up",
       "CLICK_HERE": "Click here to update",

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

@@ -766,6 +766,53 @@
       "MAX_ASSIGNMENT_LIMIT_RANGE_ERROR": "Please enter a value greater than 0",
       "MAX_ASSIGNMENT_LIMIT_SUB_TEXT": "Limit the maximum number of conversations from this inbox that can be auto assigned to an agent"
     },
+    "ASSIGNMENT": {
+      "TITLE": "Conversation Assignment",
+      "DESCRIPTION": "Automatically assign incoming conversations to available agents based on assignment policies",
+      "ENABLE_AUTO_ASSIGNMENT": "Enable automatic conversation assignment",
+      "DEFAULT_RULES_TITLE": "Default assignment rules",
+      "DEFAULT_RULES_DESCRIPTION": "Using the default assignment behavior for all conversations",
+      "DEFAULT_RULE_1": "Earliest created conversations first",
+      "DEFAULT_RULE_2": "Round robin distribution",
+      "CUSTOMIZE_WITH_POLICY": "Customize with assignment policy",
+      "USING_POLICY": "Using custom assignment policy for this inbox",
+      "CUSTOMIZE_POLICY": "Customize with assignment policy",
+      "DELETE_POLICY": "Delete policy",
+      "POLICY_LABEL": "Assignment policy",
+      "ASSIGNMENT_ORDER_LABEL": "Assignment Order",
+      "ASSIGNMENT_METHOD_LABEL": "Assignment Method",
+      "POLICY_STATUS": {
+        "ACTIVE": "Active",
+        "INACTIVE": "Inactive"
+      },
+      "PRIORITY": {
+        "EARLIEST_CREATED": "Earliest created",
+        "LONGEST_WAITING": "Longest waiting"
+      },
+      "METHOD": {
+        "ROUND_ROBIN": "Round robin",
+        "BALANCED": "Balanced assignment"
+      },
+      "UPGRADE_PROMPT": "Custom assignment policies are available on the Business plan",
+      "UPGRADE_TO_BUSINESS": "Upgrade to Business",
+      "DEFAULT_POLICY_LINKED": "Default policy linked",
+      "DEFAULT_POLICY_DESCRIPTION": "Link a custom assignment policy to customize how conversations are assigned to agents in this inbox.",
+      "LINK_EXISTING_POLICY": "Link existing policy",
+      "CREATE_NEW_POLICY": "Create new policy",
+      "NO_POLICIES": "No assignment policies found",
+      "VIEW_ALL_POLICIES": "View all policies",
+      "CURRENT_BEHAVIOR": "Currently using default assignment behavior:",
+      "LINK_SUCCESS": "Assignment policy linked successfully",
+      "LINK_ERROR": "Failed to link assignment policy"
+    },
+    "ASSIGNMENT_POLICY": {
+      "DELETE_CONFIRM_TITLE": "Delete assignment policy?",
+      "DELETE_CONFIRM_MESSAGE": "Are you sure you want to remove this assignment policy from this inbox? The inbox will revert to default assignment rules.",
+      "CANCEL": "Cancel",
+      "CONFIRM_DELETE": "Delete",
+      "DELETE_SUCCESS": "Assignment policy removed successfully",
+      "DELETE_ERROR": "Failed to remove assignment policy"
+    },
     "FACEBOOK_REAUTHORIZE": {
       "TITLE": "Reauthorize",
       "SUBTITLE": "Your Facebook connection has expired, please reconnect your Facebook page to continue services",

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

@@ -694,7 +694,8 @@
         "CREATE_BUTTON": "Create policy",
         "API": {
           "SUCCESS_MESSAGE": "Assignment policy created successfully",
-          "ERROR_MESSAGE": "Failed to create assignment policy"
+          "ERROR_MESSAGE": "Failed to create assignment policy",
+          "INBOX_LINKED": "Inbox has been linked to the policy"
         }
       },
       "EDIT": {
@@ -708,6 +709,12 @@
           "CONFIRM_BUTTON_LABEL": "Continue",
           "CANCEL_BUTTON_LABEL": "Cancel"
         },
+        "INBOX_LINK_PROMPT": {
+          "TITLE": "Link inbox to policy",
+          "DESCRIPTION": "Would you like to link this inbox to the assignment policy?",
+          "LINK_BUTTON": "Link inbox",
+          "CANCEL_BUTTON": "Skip"
+        },
         "API": {
           "SUCCESS_MESSAGE": "Assignment policy updated successfully",
           "ERROR_MESSAGE": "Failed to update assignment policy"
@@ -746,7 +753,9 @@
           },
           "BALANCED": {
             "LABEL": "Balanced",
-            "DESCRIPTION": "Assign conversations based on available capacity."
+            "DESCRIPTION": "Assign conversations based on available capacity.",
+            "PREMIUM_MESSAGE": "Upgrade to access balanced assignment and agent capacity management.",
+            "PREMIUM_BADGE": "Premium"
           }
         },
         "ASSIGNMENT_PRIORITY": {
@@ -832,6 +841,20 @@
             "SUCCESS_MESSAGE": "Agent removed from policy successfully",
             "ERROR_MESSAGE": "Failed to remove agent from policy"
           }
+        },
+        "INBOX_LIMIT_API": {
+          "ADD": {
+            "SUCCESS_MESSAGE": "Inbox limit added successfully",
+            "ERROR_MESSAGE": "Failed to add inbox limit"
+          },
+          "UPDATE": {
+            "SUCCESS_MESSAGE": "Inbox limit updated successfully",
+            "ERROR_MESSAGE": "Failed to update inbox limit"
+          },
+          "DELETE": {
+            "SUCCESS_MESSAGE": "Inbox limit deleted successfully",
+            "ERROR_MESSAGE": "Failed to delete inbox limit"
+          }
         }
       },
       "FORM": {

app/javascript/dashboard/routes/dashboard/conversation/ConversationAction.vue

@@ -85,7 +85,10 @@ export default {
       },
       set(agent) {
         const agentId = agent ? agent.id : null;
-        this.$store.dispatch('setCurrentChatAssignee', agent);
+        this.$store.dispatch('setCurrentChatAssignee', {
+          conversationId: this.currentChat.id,
+          assignee: agent,
+        });
         this.$store
           .dispatch('assignAgent', {
             conversationId: this.currentChat.id,

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

@@ -1,54 +1,81 @@
 <script setup>
 import { computed } from 'vue';
 import { useI18n } from 'vue-i18n';
-import { useRouter } from 'vue-router';
+import { useRouter, useRoute } from 'vue-router';
+import { useMapGetter } from 'dashboard/composables/store';
 import BaseSettingsHeader from '../components/BaseSettingsHeader.vue';
 import SettingsLayout from '../SettingsLayout.vue';
 import AssignmentCard from 'dashboard/components-next/AssignmentPolicy/AssignmentCard/AssignmentCard.vue';
 
 const router = useRouter();
+const route = useRoute();
 const { t } = useI18n();
 
-const agentAssignments = computed(() => [
-  {
-    key: 'agent_assignment_policy_index',
-    title: t('ASSIGNMENT_POLICY.INDEX.ASSIGNMENT_POLICY.TITLE'),
-    description: t('ASSIGNMENT_POLICY.INDEX.ASSIGNMENT_POLICY.DESCRIPTION'),
-    features: [
-      {
-        icon: 'i-lucide-circle-fading-arrow-up',
-        label: t('ASSIGNMENT_POLICY.INDEX.ASSIGNMENT_POLICY.FEATURES.0'),
-      },
-      {
-        icon: 'i-lucide-scale',
-        label: t('ASSIGNMENT_POLICY.INDEX.ASSIGNMENT_POLICY.FEATURES.1'),
-      },
-      {
-        icon: 'i-lucide-inbox',
-        label: t('ASSIGNMENT_POLICY.INDEX.ASSIGNMENT_POLICY.FEATURES.2'),
-      },
-    ],
-  },
-  {
-    key: 'agent_capacity_policy_index',
-    title: t('ASSIGNMENT_POLICY.INDEX.AGENT_CAPACITY_POLICY.TITLE'),
-    description: t('ASSIGNMENT_POLICY.INDEX.AGENT_CAPACITY_POLICY.DESCRIPTION'),
-    features: [
-      {
-        icon: 'i-lucide-glass-water',
-        label: t('ASSIGNMENT_POLICY.INDEX.AGENT_CAPACITY_POLICY.FEATURES.0'),
-      },
-      {
-        icon: 'i-lucide-circle-minus',
-        label: t('ASSIGNMENT_POLICY.INDEX.AGENT_CAPACITY_POLICY.FEATURES.1'),
-      },
-      {
-        icon: 'i-lucide-users-round',
-        label: t('ASSIGNMENT_POLICY.INDEX.AGENT_CAPACITY_POLICY.FEATURES.2'),
-      },
-    ],
-  },
-]);
+const accountId = computed(() => Number(route.params.accountId));
+const isFeatureEnabledonAccount = useMapGetter(
+  'accounts/isFeatureEnabledonAccount'
+);
+
+const agentAssignments = computed(() => {
+  const assignments = [
+    {
+      key: 'agent_assignment_policy_index',
+      title: t('ASSIGNMENT_POLICY.INDEX.ASSIGNMENT_POLICY.TITLE'),
+      description: t('ASSIGNMENT_POLICY.INDEX.ASSIGNMENT_POLICY.DESCRIPTION'),
+      features: [
+        {
+          icon: 'i-lucide-circle-fading-arrow-up',
+          label: t('ASSIGNMENT_POLICY.INDEX.ASSIGNMENT_POLICY.FEATURES.0'),
+        },
+        {
+          icon: 'i-lucide-scale',
+          label: t('ASSIGNMENT_POLICY.INDEX.ASSIGNMENT_POLICY.FEATURES.1'),
+        },
+        {
+          icon: 'i-lucide-inbox',
+          label: t('ASSIGNMENT_POLICY.INDEX.ASSIGNMENT_POLICY.FEATURES.2'),
+        },
+      ],
+    },
+  ];
+
+  // Only show Agent Capacity if BOTH assignment_v2 AND advanced_assignment are enabled
+  // advanced_assignment identifies premium users
+  const hasAssignmentV2 = isFeatureEnabledonAccount.value(
+    accountId.value,
+    'assignment_v2'
+  );
+  const hasAdvancedAssignment = isFeatureEnabledonAccount.value(
+    accountId.value,
+    'advanced_assignment'
+  );
+
+  if (hasAssignmentV2 && hasAdvancedAssignment) {
+    assignments.push({
+      key: 'agent_capacity_policy_index',
+      title: t('ASSIGNMENT_POLICY.INDEX.AGENT_CAPACITY_POLICY.TITLE'),
+      description: t(
+        'ASSIGNMENT_POLICY.INDEX.AGENT_CAPACITY_POLICY.DESCRIPTION'
+      ),
+      features: [
+        {
+          icon: 'i-lucide-glass-water',
+          label: t('ASSIGNMENT_POLICY.INDEX.AGENT_CAPACITY_POLICY.FEATURES.0'),
+        },
+        {
+          icon: 'i-lucide-circle-minus',
+          label: t('ASSIGNMENT_POLICY.INDEX.AGENT_CAPACITY_POLICY.FEATURES.1'),
+        },
+        {
+          icon: 'i-lucide-users-round',
+          label: t('ASSIGNMENT_POLICY.INDEX.AGENT_CAPACITY_POLICY.FEATURES.2'),
+        },
+      ],
+    });
+  }
+
+  return assignments;
+});
 
 const handleClick = key => {
   router.push({ name: key });

app/javascript/dashboard/routes/dashboard/settings/assignmentPolicy/assignmentPolicy.routes.js

@@ -62,7 +62,7 @@ export default {
           name: 'agent_capacity_policy_index',
           component: AgentCapacityIndex,
           meta: {
-            featureFlag: FEATURE_FLAGS.ASSIGNMENT_V2,
+            featureFlag: FEATURE_FLAGS.ADVANCED_ASSIGNMENT,
             permissions: ['administrator'],
           },
         },
@@ -71,7 +71,7 @@ export default {
           name: 'agent_capacity_policy_create',
           component: AgentCapacityCreate,
           meta: {
-            featureFlag: FEATURE_FLAGS.ASSIGNMENT_V2,
+            featureFlag: FEATURE_FLAGS.ADVANCED_ASSIGNMENT,
             permissions: ['administrator'],
           },
         },
@@ -80,7 +80,7 @@ export default {
           name: 'agent_capacity_policy_edit',
           component: AgentCapacityEdit,
           meta: {
-            featureFlag: FEATURE_FLAGS.ASSIGNMENT_V2,
+            featureFlag: FEATURE_FLAGS.ADVANCED_ASSIGNMENT,
             permissions: ['administrator'],
           },
         },

app/javascript/dashboard/routes/dashboard/settings/assignmentPolicy/pages/AgentAssignmentCreatePage.vue

@@ -2,13 +2,14 @@
 import { computed, ref } from 'vue';
 import { useI18n } from 'vue-i18n';
 import { useStore, useMapGetter } from 'dashboard/composables/store';
-import { useRouter } from 'vue-router';
+import { useRoute, useRouter } from 'vue-router';
 import { useAlert } from 'dashboard/composables';
 
 import Breadcrumb from 'dashboard/components-next/breadcrumb/Breadcrumb.vue';
 import SettingsLayout from 'dashboard/routes/dashboard/settings/SettingsLayout.vue';
 import AssignmentPolicyForm from 'dashboard/routes/dashboard/settings/assignmentPolicy/pages/components/AgentAssignmentPolicyForm.vue';
 
+const route = useRoute();
 const router = useRouter();
 const store = useStore();
 const { t } = useI18n();
@@ -16,20 +17,50 @@ const { t } = useI18n();
 const formRef = ref(null);
 const uiFlags = useMapGetter('assignmentPolicies/getUIFlags');
 
-const breadcrumbItems = computed(() => [
-  {
-    label: t('ASSIGNMENT_POLICY.AGENT_ASSIGNMENT_POLICY.INDEX.HEADER.TITLE'),
-    routeName: 'agent_assignment_policy_index',
-  },
-  {
-    label: t('ASSIGNMENT_POLICY.AGENT_ASSIGNMENT_POLICY.CREATE.HEADER.TITLE'),
-  },
-]);
+const inboxIdFromQuery = computed(() => {
+  const id = route.query.inboxId;
+  return id ? Number(id) : null;
+});
+
+const breadcrumbItems = computed(() => {
+  if (inboxIdFromQuery.value) {
+    return [
+      {
+        label: t('INBOX_MGMT.SETTINGS'),
+        routeName: 'settings_inbox_show',
+        params: { inboxId: inboxIdFromQuery.value },
+      },
+      {
+        label: t(
+          'ASSIGNMENT_POLICY.AGENT_ASSIGNMENT_POLICY.CREATE.HEADER.TITLE'
+        ),
+      },
+    ];
+  }
+  return [
+    {
+      label: t('ASSIGNMENT_POLICY.AGENT_ASSIGNMENT_POLICY.INDEX.HEADER.TITLE'),
+      routeName: 'agent_assignment_policy_index',
+    },
+    {
+      label: t('ASSIGNMENT_POLICY.AGENT_ASSIGNMENT_POLICY.CREATE.HEADER.TITLE'),
+    },
+  ];
+});
 
 const handleBreadcrumbClick = item => {
-  router.push({
-    name: item.routeName,
-  });
+  if (item.params) {
+    const accountId = route.params.accountId;
+    const inboxId = item.params.inboxId;
+    // Navigate using explicit path to ensure tab parameter is included
+    router.push(
+      `/app/accounts/${accountId}/settings/inboxes/${inboxId}/collaborators`
+    );
+  } else {
+    router.push({
+      name: item.routeName,
+    });
+  }
 };
 
 const handleSubmit = async formState => {
@@ -45,6 +76,8 @@ const handleSubmit = async formState => {
       params: {
         id: policy.id,
       },
+      // Pass inboxId to edit page to show link prompt
+      query: inboxIdFromQuery.value ? { inboxId: inboxIdFromQuery.value } : {},
     });
   } catch (error) {
     useAlert(

app/javascript/dashboard/routes/dashboard/settings/assignmentPolicy/pages/AgentAssignmentEditPage.vue

@@ -14,6 +14,7 @@ import Breadcrumb from 'dashboard/components-next/breadcrumb/Breadcrumb.vue';
 import SettingsLayout from 'dashboard/routes/dashboard/settings/SettingsLayout.vue';
 import AssignmentPolicyForm from 'dashboard/routes/dashboard/settings/assignmentPolicy/pages/components/AgentAssignmentPolicyForm.vue';
 import ConfirmInboxDialog from 'dashboard/routes/dashboard/settings/assignmentPolicy/pages/components/ConfirmInboxDialog.vue';
+import InboxLinkDialog from 'dashboard/routes/dashboard/settings/assignmentPolicy/pages/components/InboxLinkDialog.vue';
 
 const BASE_KEY = 'ASSIGNMENT_POLICY.AGENT_ASSIGNMENT_POLICY';
 
@@ -36,13 +37,46 @@ const confirmInboxDialogRef = ref(null);
 // Store the policy linked to the inbox when adding a new inbox
 const inboxLinkedPolicy = ref(null);
 
-const breadcrumbItems = computed(() => [
-  {
-    label: t(`${BASE_KEY}.INDEX.HEADER.TITLE`),
-    routeName: 'agent_assignment_policy_index',
-  },
-  { label: t(`${BASE_KEY}.EDIT.HEADER.TITLE`) },
-]);
+// Inbox linking prompt from create flow
+const inboxIdFromQuery = computed(() => {
+  const id = route.query.inboxId;
+  return id ? Number(id) : null;
+});
+
+const suggestedInbox = computed(() => {
+  if (!inboxIdFromQuery.value || !inboxes.value) return null;
+  return inboxes.value.find(inbox => inbox.id === inboxIdFromQuery.value);
+});
+
+const isLinkingInbox = ref(false);
+
+const dismissInboxLinkPrompt = () => {
+  router.replace({
+    name: route.name,
+    params: route.params,
+    query: {},
+  });
+};
+
+const breadcrumbItems = computed(() => {
+  if (inboxIdFromQuery.value) {
+    return [
+      {
+        label: t('INBOX_MGMT.SETTINGS'),
+        routeName: 'settings_inbox_show',
+        params: { inboxId: inboxIdFromQuery.value },
+      },
+      { label: t(`${BASE_KEY}.EDIT.HEADER.TITLE`) },
+    ];
+  }
+  return [
+    {
+      label: t(`${BASE_KEY}.INDEX.HEADER.TITLE`),
+      routeName: 'agent_assignment_policy_index',
+    },
+    { label: t(`${BASE_KEY}.EDIT.HEADER.TITLE`) },
+  ];
+});
 
 const buildInboxList = allInboxes =>
   allInboxes?.map(({ name, id, email, phoneNumber, channelType, medium }) => ({
@@ -66,22 +100,48 @@ const inboxList = computed(() =>
 const formData = computed(() => ({
   name: selectedPolicy.value?.name || '',
   description: selectedPolicy.value?.description || '',
-  enabled: selectedPolicy.value?.enabled || false,
+  enabled: true,
   assignmentOrder: selectedPolicy.value?.assignmentOrder || ROUND_ROBIN,
   conversationPriority:
     selectedPolicy.value?.conversationPriority || EARLIEST_CREATED,
-  fairDistributionLimit: selectedPolicy.value?.fairDistributionLimit || 10,
-  fairDistributionWindow: selectedPolicy.value?.fairDistributionWindow || 60,
+  fairDistributionLimit: selectedPolicy.value?.fairDistributionLimit || 100,
+  fairDistributionWindow: selectedPolicy.value?.fairDistributionWindow || 3600,
 }));
 
-const handleDeleteInbox = inboxId =>
-  store.dispatch('assignmentPolicies/removeInboxPolicy', {
-    policyId: selectedPolicy.value?.id,
-    inboxId,
-  });
+const handleDeleteInbox = async inboxId => {
+  try {
+    await store.dispatch('assignmentPolicies/removeInboxPolicy', {
+      policyId: selectedPolicy.value?.id,
+      inboxId,
+    });
+    useAlert(t(`${BASE_KEY}.EDIT.INBOX_API.REMOVE.SUCCESS_MESSAGE`));
+  } catch {
+    useAlert(t(`${BASE_KEY}.EDIT.INBOX_API.REMOVE.ERROR_MESSAGE`));
+  }
+};
 
-const handleBreadcrumbClick = ({ routeName }) =>
-  router.push({ name: routeName });
+const handleBreadcrumbClick = ({ routeName, params }) => {
+  if (params) {
+    const accountId = route.params.accountId;
+    const inboxId = params.inboxId;
+    // Navigate using explicit path to ensure tab parameter is included
+    router.push(
+      `/app/accounts/${accountId}/settings/inboxes/${inboxId}/collaborators`
+    );
+  } else {
+    router.push({ name: routeName });
+  }
+};
+
+const handleNavigateToInbox = inbox => {
+  router.push({
+    name: 'settings_inbox_show',
+    params: {
+      accountId: route.params.accountId,
+      inboxId: inbox.id,
+    },
+  });
+};
 
 const setInboxPolicy = async (inboxId, policyId) => {
   try {
@@ -122,6 +182,26 @@ const handleAddInbox = async inbox => {
   await setInboxPolicy(inbox?.id, selectedPolicy.value?.id);
 };
 
+const handleLinkSuggestedInbox = async () => {
+  if (!suggestedInbox.value) return;
+
+  isLinkingInbox.value = true;
+  const inbox = {
+    id: suggestedInbox.value.id,
+    name: suggestedInbox.value.name,
+  };
+
+  await handleAddInbox(inbox);
+
+  // Clear the query param after linking
+  router.replace({
+    name: route.name,
+    params: route.params,
+    query: {},
+  });
+  isLinkingInbox.value = false;
+};
+
 const handleConfirmAddInbox = async inboxId => {
   const success = await setInboxPolicy(inboxId, selectedPolicy.value?.id);
 
@@ -155,6 +235,11 @@ const handleSubmit = async formState => {
 const fetchPolicyData = async () => {
   if (!routeId.value) return;
 
+  // Fetch inboxes if not already loaded (needed for inbox link prompt)
+  if (!inboxes.value?.length) {
+    store.dispatch('inboxes/get');
+  }
+
   // Fetch policy if not available
   if (!selectedPolicy.value?.id)
     await store.dispatch('assignmentPolicies/show', routeId.value);
@@ -186,6 +271,7 @@ watch(routeId, fetchPolicyData, { immediate: true });
         @submit="handleSubmit"
         @add-inbox="handleAddInbox"
         @delete-inbox="handleDeleteInbox"
+        @navigate-to-inbox="handleNavigateToInbox"
       />
     </template>
 
@@ -193,5 +279,12 @@ watch(routeId, fetchPolicyData, { immediate: true });
       ref="confirmInboxDialogRef"
       @add="handleConfirmAddInbox"
     />
+
+    <InboxLinkDialog
+      :inbox="suggestedInbox"
+      :is-linking="isLinkingInbox"
+      @link="handleLinkSuggestedInbox"
+      @dismiss="dismissInboxLinkPrompt"
+    />
   </SettingsLayout>
 </template>

app/javascript/dashboard/routes/dashboard/settings/assignmentPolicy/pages/AgentCapacityEditPage.vue

@@ -92,43 +92,68 @@ const formData = computed(() => ({
 const handleBreadcrumbClick = ({ routeName }) =>
   router.push({ name: routeName });
 
-const handleDeleteUser = agentId => {
-  store.dispatch('agentCapacityPolicies/removeUser', {
-    policyId: selectedPolicyId.value,
-    userId: agentId,
-  });
+const handleDeleteUser = async agentId => {
+  try {
+    await store.dispatch('agentCapacityPolicies/removeUser', {
+      policyId: selectedPolicyId.value,
+      userId: agentId,
+    });
+    useAlert(t(`${BASE_KEY}.EDIT.AGENT_API.REMOVE.SUCCESS_MESSAGE`));
+  } catch {
+    useAlert(t(`${BASE_KEY}.EDIT.AGENT_API.REMOVE.ERROR_MESSAGE`));
+  }
 };
 
-const handleAddUser = agent => {
-  store.dispatch('agentCapacityPolicies/addUser', {
-    policyId: selectedPolicyId.value,
-    userData: { id: agent.id, capacity: 20 },
-  });
+const handleAddUser = async agent => {
+  try {
+    await store.dispatch('agentCapacityPolicies/addUser', {
+      policyId: selectedPolicyId.value,
+      userData: { id: agent.id, capacity: 20 },
+    });
+    useAlert(t(`${BASE_KEY}.EDIT.AGENT_API.ADD.SUCCESS_MESSAGE`));
+  } catch {
+    useAlert(t(`${BASE_KEY}.EDIT.AGENT_API.ADD.ERROR_MESSAGE`));
+  }
 };
 
-const handleDeleteInboxLimit = limitId => {
-  store.dispatch('agentCapacityPolicies/deleteInboxLimit', {
-    policyId: selectedPolicyId.value,
-    limitId,
-  });
+const handleDeleteInboxLimit = async limitId => {
+  try {
+    await store.dispatch('agentCapacityPolicies/deleteInboxLimit', {
+      policyId: selectedPolicyId.value,
+      limitId,
+    });
+    useAlert(t(`${BASE_KEY}.EDIT.INBOX_LIMIT_API.DELETE.SUCCESS_MESSAGE`));
+  } catch {
+    useAlert(t(`${BASE_KEY}.EDIT.INBOX_LIMIT_API.DELETE.ERROR_MESSAGE`));
+  }
 };
 
-const handleAddInboxLimit = limit => {
-  store.dispatch('agentCapacityPolicies/createInboxLimit', {
-    policyId: selectedPolicyId.value,
-    limitData: {
-      inboxId: limit.inboxId,
-      conversationLimit: limit.conversationLimit,
-    },
-  });
+const handleAddInboxLimit = async limit => {
+  try {
+    await store.dispatch('agentCapacityPolicies/createInboxLimit', {
+      policyId: selectedPolicyId.value,
+      limitData: {
+        inboxId: limit.inboxId,
+        conversationLimit: limit.conversationLimit,
+      },
+    });
+    useAlert(t(`${BASE_KEY}.EDIT.INBOX_LIMIT_API.ADD.SUCCESS_MESSAGE`));
+  } catch {
+    useAlert(t(`${BASE_KEY}.EDIT.INBOX_LIMIT_API.ADD.ERROR_MESSAGE`));
+  }
 };
 
-const handleLimitChange = limit => {
-  store.dispatch('agentCapacityPolicies/updateInboxLimit', {
-    policyId: selectedPolicyId.value,
-    limitId: limit.id,
-    limitData: { conversationLimit: limit.conversationLimit },
-  });
+const handleLimitChange = async limit => {
+  try {
+    await store.dispatch('agentCapacityPolicies/updateInboxLimit', {
+      policyId: selectedPolicyId.value,
+      limitId: limit.id,
+      limitData: { conversationLimit: limit.conversationLimit },
+    });
+    useAlert(t(`${BASE_KEY}.EDIT.INBOX_LIMIT_API.UPDATE.SUCCESS_MESSAGE`));
+  } catch {
+    useAlert(t(`${BASE_KEY}.EDIT.INBOX_LIMIT_API.UPDATE.ERROR_MESSAGE`));
+  }
 };
 
 const handleSubmit = async formState => {

app/javascript/dashboard/routes/dashboard/settings/assignmentPolicy/pages/components/AgentAssignmentPolicyForm.vue

@@ -1,7 +1,8 @@
 <script setup>
 import { computed, reactive, ref, watch } from 'vue';
 import { useI18n } from 'vue-i18n';
-import { useConfig } from 'dashboard/composables/useConfig';
+import { useRoute } from 'vue-router';
+import { useMapGetter } from 'dashboard/composables/store';
 import BaseInfo from 'dashboard/components-next/AssignmentPolicy/components/BaseInfo.vue';
 import RadioCard from 'dashboard/components-next/AssignmentPolicy/components/RadioCard.vue';
 import FairDistribution from 'dashboard/components-next/AssignmentPolicy/components/FairDistribution.vue';
@@ -23,7 +24,6 @@ const props = defineProps({
     default: () => ({
       name: '',
       description: '',
-      enabled: false,
       assignmentOrder: ROUND_ROBIN,
       conversationPriority: EARLIEST_CREATED,
       fairDistributionLimit: DEFAULT_FAIR_DISTRIBUTION_LIMIT,
@@ -61,18 +61,24 @@ const emit = defineEmits([
   'submit',
   'addInbox',
   'deleteInbox',
+  'navigateToInbox',
   'validationChange',
 ]);
 
 const { t } = useI18n();
-const { isEnterprise } = useConfig();
+const route = useRoute();
+
+const accountId = computed(() => Number(route.params.accountId));
+const isFeatureEnabledonAccount = useMapGetter(
+  'accounts/isFeatureEnabledonAccount'
+);
 
 const BASE_KEY = 'ASSIGNMENT_POLICY.AGENT_ASSIGNMENT_POLICY';
 
 const state = reactive({
   name: '',
   description: '',
-  enabled: false,
+  enabled: true,
   assignmentOrder: ROUND_ROBIN,
   conversationPriority: EARLIEST_CREATED,
   fairDistributionLimit: DEFAULT_FAIR_DISTRIBUTION_LIMIT,
@@ -83,20 +89,42 @@ const validationState = ref({
   isValid: false,
 });
 
-const createOption = (type, key, stateKey) => ({
+const createOption = (
+  type,
+  key,
+  stateKey,
+  disabled = false,
+  disabledMessage = ''
+) => ({
   key,
   label: t(`${BASE_KEY}.FORM.${type}.${key.toUpperCase()}.LABEL`),
   description: t(`${BASE_KEY}.FORM.${type}.${key.toUpperCase()}.DESCRIPTION`),
   isActive: state[stateKey] === key,
+  disabled,
+  disabledMessage,
 });
 
 const assignmentOrderOptions = computed(() => {
-  const options = OPTIONS.ORDER.filter(
-    key => isEnterprise || key !== 'balanced'
-  );
-  return options.map(key =>
-    createOption('ASSIGNMENT_ORDER', key, 'assignmentOrder')
+  const hasAdvancedAssignment = isFeatureEnabledonAccount.value(
+    accountId.value,
+    'advanced_assignment'
   );
+
+  return OPTIONS.ORDER.map(key => {
+    const isBalanced = key === 'balanced';
+    const disabled = isBalanced && !hasAdvancedAssignment;
+    const disabledMessage = disabled
+      ? t(`${BASE_KEY}.FORM.ASSIGNMENT_ORDER.BALANCED.PREMIUM_MESSAGE`)
+      : '';
+
+    return createOption(
+      'ASSIGNMENT_ORDER',
+      key,
+      'assignmentOrder',
+      disabled,
+      disabledMessage
+    );
+  });
 });
 
 const assignmentPriorityOptions = computed(() =>
@@ -131,7 +159,7 @@ const resetForm = () => {
   Object.assign(state, {
     name: '',
     description: '',
-    enabled: false,
+    enabled: true,
     assignmentOrder: ROUND_ROBIN,
     conversationPriority: EARLIEST_CREATED,
     fairDistributionLimit: DEFAULT_FAIR_DISTRIBUTION_LIMIT,
@@ -162,15 +190,10 @@ defineExpose({
       <BaseInfo
         v-model:policy-name="state.name"
         v-model:description="state.description"
-        v-model:enabled="state.enabled"
         :name-label="t(`${BASE_KEY}.FORM.NAME.LABEL`)"
         :name-placeholder="t(`${BASE_KEY}.FORM.NAME.PLACEHOLDER`)"
         :description-label="t(`${BASE_KEY}.FORM.DESCRIPTION.LABEL`)"
         :description-placeholder="t(`${BASE_KEY}.FORM.DESCRIPTION.PLACEHOLDER`)"
-        :status-label="t(`${BASE_KEY}.FORM.STATUS.LABEL`)"
-        :status-placeholder="
-          t(`${BASE_KEY}.FORM.STATUS.${state.enabled ? 'ACTIVE' : 'INACTIVE'}`)
-        "
         @validation-change="handleValidationChange"
       />
 
@@ -193,6 +216,8 @@ defineExpose({
                 :label="option.label"
                 :description="option.description"
                 :is-active="option.isActive"
+                :disabled="option.disabled"
+                :disabled-message="option.disabledMessage"
                 @select="state[section.key] = $event"
               />
             </div>
@@ -251,6 +276,7 @@ defineExpose({
         :is-fetching="isInboxLoading"
         :empty-state-message="t(`${BASE_KEY}.FORM.INBOXES.EMPTY_STATE`)"
         @delete="$emit('deleteInbox', $event)"
+        @navigate="$emit('navigateToInbox', $event)"
       />
     </div>
   </form>

app/javascript/dashboard/routes/dashboard/settings/assignmentPolicy/pages/components/InboxLinkDialog.vue

@@ -0,0 +1,116 @@
+<script setup>
+import { ref, computed, watch, nextTick } from 'vue';
+import { useI18n } from 'vue-i18n';
+import { getInboxIconByType } from 'dashboard/helper/inbox';
+
+import Dialog from 'dashboard/components-next/dialog/Dialog.vue';
+
+const props = defineProps({
+  inbox: {
+    type: Object,
+    default: null,
+  },
+  isLinking: {
+    type: Boolean,
+    default: false,
+  },
+});
+
+const emit = defineEmits(['link', 'dismiss']);
+
+const { t } = useI18n();
+
+const dialogRef = ref(null);
+
+const inboxName = computed(() => props.inbox?.name || '');
+
+const inboxIcon = computed(() => {
+  if (!props.inbox) return 'i-lucide-inbox';
+  return getInboxIconByType(
+    props.inbox.channelType,
+    props.inbox.medium,
+    'line'
+  );
+});
+
+const openDialog = () => {
+  dialogRef.value?.open();
+};
+
+const closeDialog = () => {
+  dialogRef.value?.close();
+};
+
+const handleConfirm = () => {
+  emit('link');
+};
+
+const handleClose = () => {
+  emit('dismiss');
+};
+
+watch(
+  () => props.inbox,
+  async newInbox => {
+    if (newInbox) {
+      await nextTick();
+      openDialog();
+    } else {
+      closeDialog();
+    }
+  },
+  { immediate: true }
+);
+
+defineExpose({ openDialog, closeDialog });
+</script>
+
+<template>
+  <Dialog
+    ref="dialogRef"
+    type="edit"
+    :title="
+      t(
+        'ASSIGNMENT_POLICY.AGENT_ASSIGNMENT_POLICY.EDIT.INBOX_LINK_PROMPT.TITLE'
+      )
+    "
+    :confirm-button-label="
+      t(
+        'ASSIGNMENT_POLICY.AGENT_ASSIGNMENT_POLICY.EDIT.INBOX_LINK_PROMPT.LINK_BUTTON'
+      )
+    "
+    :cancel-button-label="
+      t(
+        'ASSIGNMENT_POLICY.AGENT_ASSIGNMENT_POLICY.EDIT.INBOX_LINK_PROMPT.CANCEL_BUTTON'
+      )
+    "
+    :is-loading="isLinking"
+    @confirm="handleConfirm"
+    @close="handleClose"
+  >
+    <template #description>
+      <p class="text-sm text-n-slate-11">
+        {{
+          t(
+            'ASSIGNMENT_POLICY.AGENT_ASSIGNMENT_POLICY.EDIT.INBOX_LINK_PROMPT.DESCRIPTION'
+          )
+        }}
+      </p>
+    </template>
+
+    <div
+      class="flex items-center gap-3 p-3 rounded-xl border border-n-weak bg-n-alpha-1"
+    >
+      <div
+        class="flex-shrink-0 size-10 rounded-lg bg-n-alpha-2 flex items-center justify-center"
+      >
+        <i :class="inboxIcon" class="text-lg text-n-slate-11" />
+      </div>
+      <div class="flex flex-col min-w-0">
+        <span class="text-sm font-medium text-n-slate-12 truncate">
+          {{ inboxName }}
+        </span>
+      </div>
+    </div>
+  </Dialog>
+</template>

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

@@ -1,122 +1,321 @@
-<script>
-import { mapGetters } from 'vuex';
+<script setup>
+import { ref, computed, watch, onMounted } from 'vue';
+import { useStore } from 'vuex';
+import { useRoute, useRouter } from 'vue-router';
+import { vOnClickOutside } from '@vueuse/components';
 import { useVuelidate } from '@vuelidate/core';
 import { minValue } from '@vuelidate/validators';
 import { useAlert } from 'dashboard/composables';
 import { useConfig } from 'dashboard/composables/useConfig';
 import SettingsSection from '../../../../../components/SettingsSection.vue';
 import NextButton from 'dashboard/components-next/button/Button.vue';
+import Switch from 'dashboard/components-next/switch/Switch.vue';
+import DropdownMenu from 'dashboard/components-next/dropdown-menu/DropdownMenu.vue';
+import assignmentPoliciesAPI from 'dashboard/api/assignmentPolicies';
+import { useI18n } from 'vue-i18n';
 
-export default {
-  components: {
-    SettingsSection,
-    NextButton,
+const props = defineProps({
+  inbox: {
+    type: Object,
+    default: () => ({}),
   },
-  props: {
-    inbox: {
-      type: Object,
-      default: () => ({}),
-    },
-  },
-  setup() {
-    const { isEnterprise } = useConfig();
+});
 
-    return { v$: useVuelidate(), isEnterprise };
-  },
-  data() {
-    return {
-      selectedAgents: [],
-      isAgentListUpdating: false,
-      enableAutoAssignment: false,
-      maxAssignmentLimit: null,
-    };
-  },
-  computed: {
-    ...mapGetters({
-      agentList: 'agents/getAgents',
-    }),
-    maxAssignmentLimitErrors() {
-      if (this.v$.maxAssignmentLimit.$error) {
-        return this.$t(
-          'INBOX_MGMT.AUTO_ASSIGNMENT.MAX_ASSIGNMENT_LIMIT_RANGE_ERROR'
-        );
-      }
-      return '';
-    },
-  },
-  watch: {
-    inbox() {
-      this.setDefaults();
-    },
-  },
-  mounted() {
-    this.setDefaults();
-  },
-  methods: {
-    setDefaults() {
-      this.enableAutoAssignment = this.inbox.enable_auto_assignment;
-      this.maxAssignmentLimit =
-        this.inbox?.auto_assignment_config?.max_assignment_limit || null;
-      this.fetchAttachedAgents();
-    },
-    async fetchAttachedAgents() {
-      try {
-        const response = await this.$store.dispatch('inboxMembers/get', {
-          inboxId: this.inbox.id,
-        });
-        const {
-          data: { payload: inboxMembers },
-        } = response;
-        this.selectedAgents = inboxMembers;
-      } catch (error) {
-        //  Handle error
-      }
-    },
-    handleEnableAutoAssignment() {
-      this.updateInbox();
-    },
-    async updateAgents() {
-      const agentList = this.selectedAgents.map(el => el.id);
-      this.isAgentListUpdating = true;
-      try {
-        await this.$store.dispatch('inboxMembers/create', {
-          inboxId: this.inbox.id,
-          agentList,
-        });
-        useAlert(this.$t('AGENT_MGMT.EDIT.API.SUCCESS_MESSAGE'));
-      } catch (error) {
-        useAlert(this.$t('AGENT_MGMT.EDIT.API.ERROR_MESSAGE'));
-      }
-      this.isAgentListUpdating = false;
-    },
-    async updateInbox() {
-      try {
-        const payload = {
-          id: this.inbox.id,
-          formData: false,
-          enable_auto_assignment: this.enableAutoAssignment,
-          auto_assignment_config: {
-            max_assignment_limit: this.maxAssignmentLimit,
-          },
-        };
-        await this.$store.dispatch('inboxes/updateInbox', payload);
-        useAlert(this.$t('INBOX_MGMT.EDIT.API.SUCCESS_MESSAGE'));
-      } catch (error) {
-        useAlert(this.$t('INBOX_MGMT.EDIT.API.SUCCESS_MESSAGE'));
-      }
-    },
-  },
-  validations: {
-    selectedAgents: {
-      isEmpty() {
-        return !!this.selectedAgents.length;
-      },
-    },
-    maxAssignmentLimit: {
-      minValue: minValue(1),
-    },
+const store = useStore();
+const route = useRoute();
+const router = useRouter();
+const { t } = useI18n();
+const { isEnterprise } = useConfig();
+
+const selectedAgents = ref([]);
+const isAgentListUpdating = ref(false);
+const enableAutoAssignment = ref(false);
+const maxAssignmentLimit = ref(null);
+const assignmentPolicy = ref(null);
+const isLoadingPolicy = ref(false);
+const isDeletingPolicy = ref(false);
+const showDeleteConfirmModal = ref(false);
+const availablePolicies = ref([]);
+const isLoadingPolicies = ref(false);
+const showPolicyDropdown = ref(false);
+const isLinkingPolicy = ref(false);
+
+const agentList = computed(() => store.getters['agents/getAgents']);
+
+const isFeatureEnabled = feature => {
+  const accountId = Number(route.params.accountId);
+  return store.getters['accounts/isFeatureEnabledonAccount'](
+    accountId,
+    feature
+  );
+};
+
+const hasAdvancedAssignment = computed(() => {
+  return isFeatureEnabled('advanced_assignment');
+});
+
+const hasAssignmentV2 = computed(() => {
+  return isFeatureEnabled('assignment_v2');
+});
+
+const showAdvancedAssignmentUI = computed(() => {
+  return hasAdvancedAssignment.value && hasAssignmentV2.value;
+});
+
+const assignmentOrderLabel = computed(() => {
+  if (!assignmentPolicy.value) return '';
+  const priority = assignmentPolicy.value.conversation_priority;
+  if (priority === 'earliest_created') {
+    return t('INBOX_MGMT.ASSIGNMENT.PRIORITY.EARLIEST_CREATED');
+  }
+  if (priority === 'longest_waiting') {
+    return t('INBOX_MGMT.ASSIGNMENT.PRIORITY.LONGEST_WAITING');
+  }
+  return priority;
+});
+
+const assignmentMethodLabel = computed(() => {
+  if (!assignmentPolicy.value) return '';
+  const order = assignmentPolicy.value.assignment_order;
+  if (order === 'round_robin') {
+    return t('INBOX_MGMT.ASSIGNMENT.METHOD.ROUND_ROBIN');
+  }
+  if (order === 'balanced') {
+    return t('INBOX_MGMT.ASSIGNMENT.METHOD.BALANCED');
+  }
+  return order;
+});
+
+// Vuelidate validation rules
+const rules = {
+  maxAssignmentLimit: {
+    minValue: minValue(1),
   },
 };
+
+const v$ = useVuelidate(rules, { maxAssignmentLimit });
+
+const maxAssignmentLimitErrors = computed(() => {
+  if (v$.value.maxAssignmentLimit.$error) {
+    return t('INBOX_MGMT.AUTO_ASSIGNMENT.MAX_ASSIGNMENT_LIMIT_RANGE_ERROR');
+  }
+  return '';
+});
+
+const fetchAttachedAgents = async () => {
+  try {
+    const response = await store.dispatch('inboxMembers/get', {
+      inboxId: props.inbox.id,
+    });
+    const {
+      data: { payload: inboxMembers },
+    } = response;
+    selectedAgents.value = inboxMembers;
+  } catch (error) {
+    //  Handle error
+  }
+};
+
+const fetchAssignmentPolicy = async () => {
+  if (!props.inbox.id) return;
+
+  isLoadingPolicy.value = true;
+  try {
+    const response = await assignmentPoliciesAPI.getInboxPolicy(props.inbox.id);
+    assignmentPolicy.value = response.data;
+  } catch (error) {
+    // No policy attached, which is fine
+    assignmentPolicy.value = null;
+  } finally {
+    isLoadingPolicy.value = false;
+  }
+};
+
+const fetchAvailablePolicies = async () => {
+  isLoadingPolicies.value = true;
+  try {
+    const response = await assignmentPoliciesAPI.get();
+    availablePolicies.value = response.data;
+  } catch (error) {
+    availablePolicies.value = [];
+  } finally {
+    isLoadingPolicies.value = false;
+  }
+};
+
+const linkPolicyToInbox = async policy => {
+  isLinkingPolicy.value = true;
+  try {
+    await assignmentPoliciesAPI.setInboxPolicy(props.inbox.id, policy.id);
+    assignmentPolicy.value = policy;
+    showPolicyDropdown.value = false;
+    useAlert(t('INBOX_MGMT.ASSIGNMENT.LINK_SUCCESS'));
+  } catch (error) {
+    useAlert(t('INBOX_MGMT.ASSIGNMENT.LINK_ERROR'));
+  } finally {
+    isLinkingPolicy.value = false;
+  }
+};
+
+const navigateToAssignmentPolicies = () => {
+  const accountId = route.params.accountId;
+  router.push({
+    name: 'agent_assignment_policy_index',
+    params: { accountId },
+  });
+};
+
+const policyMenuItems = computed(() => {
+  const items = availablePolicies.value.map(policy => ({
+    action: 'select_policy',
+    value: policy.id,
+    label: policy.name,
+    icon: 'i-lucide-zap',
+    policy,
+  }));
+
+  items.push({
+    action: 'view_all',
+    value: 'view_all',
+    label: t('INBOX_MGMT.ASSIGNMENT.VIEW_ALL_POLICIES'),
+    icon: 'i-lucide-arrow-right',
+  });
+
+  return items;
+});
+
+const handlePolicyMenuAction = ({ action, policy }) => {
+  if (action === 'select_policy' && policy) {
+    linkPolicyToInbox(policy);
+  } else if (action === 'view_all') {
+    navigateToAssignmentPolicies();
+  }
+  showPolicyDropdown.value = false;
+};
+
+const togglePolicyDropdown = () => {
+  if (!showPolicyDropdown.value && availablePolicies.value.length === 0) {
+    fetchAvailablePolicies();
+  }
+  showPolicyDropdown.value = !showPolicyDropdown.value;
+};
+
+const closePolicyDropdown = () => {
+  showPolicyDropdown.value = false;
+};
+
+const handleToggleAutoAssignment = async () => {
+  try {
+    const payload = {
+      id: props.inbox.id,
+      formData: false,
+      enable_auto_assignment: enableAutoAssignment.value,
+    };
+    await store.dispatch('inboxes/updateInbox', payload);
+    useAlert(t('INBOX_MGMT.EDIT.API.SUCCESS_MESSAGE'));
+  } catch (error) {
+    useAlert(t('INBOX_MGMT.EDIT.API.ERROR_MESSAGE'));
+  }
+};
+
+const updateAgents = async () => {
+  const agentListIds = selectedAgents.value.map(el => el.id);
+  isAgentListUpdating.value = true;
+  try {
+    await store.dispatch('inboxMembers/create', {
+      inboxId: props.inbox.id,
+      agentList: agentListIds,
+    });
+    useAlert(t('AGENT_MGMT.EDIT.API.SUCCESS_MESSAGE'));
+  } catch (error) {
+    useAlert(t('AGENT_MGMT.EDIT.API.ERROR_MESSAGE'));
+  }
+  isAgentListUpdating.value = false;
+};
+
+const updateInbox = async () => {
+  try {
+    const payload = {
+      id: props.inbox.id,
+      formData: false,
+      enable_auto_assignment: enableAutoAssignment.value,
+      auto_assignment_config: {
+        max_assignment_limit: maxAssignmentLimit.value,
+      },
+    };
+    await store.dispatch('inboxes/updateInbox', payload);
+    useAlert(t('INBOX_MGMT.EDIT.API.SUCCESS_MESSAGE'));
+  } catch (error) {
+    useAlert(t('INBOX_MGMT.EDIT.API.ERROR_MESSAGE'));
+  }
+};
+
+const navigateToCreatePolicy = () => {
+  const accountId = route.params.accountId;
+  router.push({
+    name: 'agent_assignment_policy_create',
+    params: { accountId },
+    query: { inboxId: props.inbox.id },
+  });
+};
+
+const navigateToAssignmentPolicyEdit = () => {
+  if (!assignmentPolicy.value?.id) return;
+  const accountId = route.params.accountId;
+  router.push({
+    name: 'agent_assignment_policy_edit',
+    params: { accountId, id: assignmentPolicy.value.id },
+  });
+};
+
+const navigateToBilling = () => {
+  const accountId = route.params.accountId;
+  router.push({
+    name: 'billing_settings_index',
+    params: { accountId },
+  });
+};
+
+const confirmDeletePolicy = () => {
+  showDeleteConfirmModal.value = true;
+};
+
+const cancelDeletePolicy = () => {
+  showDeleteConfirmModal.value = false;
+};
+
+const deleteAssignmentPolicy = async () => {
+  if (isDeletingPolicy.value) return;
+  isDeletingPolicy.value = true;
+  try {
+    await assignmentPoliciesAPI.removeInboxPolicy(props.inbox.id);
+    assignmentPolicy.value = null;
+    showDeleteConfirmModal.value = false;
+    useAlert(t('INBOX_MGMT.ASSIGNMENT_POLICY.DELETE_SUCCESS'));
+  } catch (error) {
+    useAlert(t('INBOX_MGMT.ASSIGNMENT_POLICY.DELETE_ERROR'));
+  } finally {
+    isDeletingPolicy.value = false;
+  }
+};
+
+const setDefaults = () => {
+  enableAutoAssignment.value = props.inbox.enable_auto_assignment;
+  maxAssignmentLimit.value =
+    props.inbox.auto_assignment_config?.max_assignment_limit || null;
+  fetchAttachedAgents();
+  if (showAdvancedAssignmentUI.value) {
+    fetchAssignmentPolicy();
+    fetchAvailablePolicies();
+  }
+};
+
+// Watch only inbox.id to avoid unnecessary refetches when other properties change
+watch(() => props.inbox.id, setDefaults);
+
+onMounted(() => {
+  setDefaults();
+});
 </script>
 
 <template>
@@ -138,7 +337,6 @@ export default {
         selected-label
         :select-label="$t('FORMS.MULTISELECT.ENTER_TO_SELECT')"
         :deselect-label="$t('FORMS.MULTISELECT.ENTER_TO_REMOVE')"
-        @select="v$.selectedAgents.$touch"
       />
 
       <NextButton
@@ -152,44 +350,325 @@ export default {
       :title="$t('INBOX_MGMT.SETTINGS_POPUP.AGENT_ASSIGNMENT')"
       :sub-title="$t('INBOX_MGMT.SETTINGS_POPUP.AGENT_ASSIGNMENT_SUB_TEXT')"
     >
-      <label class="w-3/4 settings-item">
-        <div class="flex items-center gap-2">
-          <input
-            id="enableAutoAssignment"
+      <!-- New UI for assignment_v2 -->
+      <template v-if="hasAssignmentV2">
+        <div class="flex items-start gap-3">
+          <Switch
             v-model="enableAutoAssignment"
-            type="checkbox"
-            @change="handleEnableAutoAssignment"
+            class="flex-shrink-0 mt-0.5"
+            @change="handleToggleAutoAssignment"
           />
-          <label for="enableAutoAssignment">
-            {{ $t('INBOX_MGMT.SETTINGS_POPUP.AUTO_ASSIGNMENT') }}
-          </label>
+          <div class="flex-grow">
+            <label class="text-sm text-n-slate-12 font-medium mb-1">
+              {{ $t('INBOX_MGMT.ASSIGNMENT.ENABLE_AUTO_ASSIGNMENT') }}
+            </label>
+            <p class="text-sm text-n-slate-11">
+              {{ $t('INBOX_MGMT.ASSIGNMENT.DESCRIPTION') }}
+            </p>
+          </div>
         </div>
 
-        <p class="pb-1 text-sm not-italic text-n-slate-11">
-          {{ $t('INBOX_MGMT.SETTINGS_POPUP.AUTO_ASSIGNMENT_SUB_TEXT') }}
-        </p>
-      </label>
+        <Transition
+          enter-active-class="transition-all duration-200 ease-out"
+          enter-from-class="opacity-0 -translate-y-2"
+          enter-to-class="opacity-100 translate-y-0"
+          leave-active-class="transition-all duration-150 ease-in"
+          leave-from-class="opacity-100 translate-y-0"
+          leave-to-class="opacity-0 -translate-y-2"
+        >
+          <div v-if="enableAutoAssignment" class="mt-6">
+            <!-- Policy Card - When policy is attached -->
+            <div
+              v-if="showAdvancedAssignmentUI && assignmentPolicy"
+              class="p-4 rounded-xl outline-1 outline-n-weak outline bg-n-solid-1 dark:bg-n-slate-1"
+            >
+              <div class="flex items-start gap-4">
+                <div
+                  class="flex-shrink-0 size-12 rounded-xl bg-n-slate-3 flex items-center justify-center"
+                >
+                  <span class="i-lucide-zap text-xl text-n-slate-11" />
+                </div>
+                <div class="flex-grow">
+                  <div class="flex items-start justify-between gap-4 mb-4">
+                    <div class="flex flex-col items-start">
+                      <span class="text-base font-medium text-n-slate-12 mb-1">
+                        {{ assignmentPolicy.name }}
+                      </span>
+                      <p class="text-sm text-n-slate-11">
+                        {{ $t('INBOX_MGMT.ASSIGNMENT.POLICY_LABEL') }}
+                      </p>
+                    </div>
+                    <NextButton
+                      icon="i-lucide-trash-2"
+                      ghost
+                      ruby
+                      sm
+                      @click="confirmDeletePolicy"
+                    />
+                  </div>
 
-      <div v-if="enableAutoAssignment && isEnterprise" class="py-3">
-        <woot-input
-          v-model="maxAssignmentLimit"
-          type="number"
-          :class="{ error: v$.maxAssignmentLimit.$error }"
-          :error="maxAssignmentLimitErrors"
-          :label="$t('INBOX_MGMT.AUTO_ASSIGNMENT.MAX_ASSIGNMENT_LIMIT')"
-          @blur="v$.maxAssignmentLimit.$touch"
-        />
+                  <ul class="space-y-2 mb-6">
+                    <li class="flex items-center gap-2">
+                      <span
+                        class="w-1.5 h-1.5 rounded-full bg-n-slate-11 flex-shrink-0"
+                      />
+                      <span class="text-sm text-n-slate-12">
+                        {{ assignmentOrderLabel }}
+                      </span>
+                    </li>
+                    <li class="flex items-center gap-2">
+                      <span
+                        class="w-1.5 h-1.5 rounded-full bg-n-slate-11 flex-shrink-0"
+                      />
+                      <span class="text-sm text-n-slate-12">
+                        {{ assignmentMethodLabel }}
+                      </span>
+                    </li>
+                  </ul>
 
-        <p class="pb-1 text-sm not-italic text-n-slate-11">
-          {{ $t('INBOX_MGMT.AUTO_ASSIGNMENT.MAX_ASSIGNMENT_LIMIT_SUB_TEXT') }}
-        </p>
+                  <div class="w-full h-px my-4 bg-n-weak" />
 
-        <NextButton
-          :label="$t('INBOX_MGMT.SETTINGS_POPUP.UPDATE')"
-          :disabled="v$.maxAssignmentLimit.$invalid"
-          @click="updateInbox"
-        />
-      </div>
+                  <NextButton
+                    :label="$t('INBOX_MGMT.ASSIGNMENT.CUSTOMIZE_POLICY')"
+                    icon="i-lucide-arrow-right"
+                    trailing-icon
+                    link
+                    class="mb-2"
+                    @click="navigateToAssignmentPolicyEdit"
+                  />
+                </div>
+              </div>
+            </div>
+
+            <!-- Default Policy - When no custom policy attached but feature enabled -->
+            <div
+              v-else-if="
+                showAdvancedAssignmentUI &&
+                !assignmentPolicy &&
+                !isLoadingPolicy
+              "
+              class="rounded-xl outline-1 outline-n-weak outline"
+            >
+              <!-- Default Policy Header -->
+              <div class="p-4">
+                <div class="flex items-start gap-4">
+                  <div
+                    class="flex-shrink-0 w-12 h-12 rounded-xl bg-n-slate-3 dark:bg-n-slate-4 flex items-center justify-center"
+                  >
+                    <i class="i-lucide-zap text-xl text-n-slate-11" />
+                  </div>
+                  <div class="flex-grow">
+                    <h4 class="text-base font-medium text-n-slate-12 mb-1">
+                      {{ $t('INBOX_MGMT.ASSIGNMENT.DEFAULT_POLICY_LINKED') }}
+                    </h4>
+                    <p class="text-sm text-n-slate-11">
+                      {{
+                        $t('INBOX_MGMT.ASSIGNMENT.DEFAULT_POLICY_DESCRIPTION')
+                      }}
+                    </p>
+                  </div>
+                </div>
+
+                <!-- Action Buttons -->
+                <div class="mt-5 flex items-center gap-3">
+                  <div
+                    v-if="!isLoadingPolicies && availablePolicies.length > 0"
+                    v-on-click-outside="closePolicyDropdown"
+                    class="relative"
+                  >
+                    <button
+                      type="button"
+                      class="inline-flex items-center gap-1.5 px-4 py-2 text-sm font-medium text-white bg-n-brand hover:bg-n-brand/90 rounded-lg transition-colors"
+                      @click="togglePolicyDropdown"
+                    >
+                      <i class="i-lucide-link text-sm" />
+                      {{ $t('INBOX_MGMT.ASSIGNMENT.LINK_EXISTING_POLICY') }}
+                      <i
+                        class="i-lucide-chevron-down text-sm transition-transform"
+                        :class="{ 'rotate-180': showPolicyDropdown }"
+                      />
+                    </button>
+
+                    <DropdownMenu
+                      v-if="showPolicyDropdown"
+                      class="top-full left-0 mt-2 min-w-72"
+                      :menu-items="policyMenuItems"
+                      :is-searching="isLoadingPolicies"
+                      @action="handlePolicyMenuAction"
+                    />
+                  </div>
+
+                  <button
+                    type="button"
+                    class="inline-flex items-center gap-1.5 px-4 py-2 text-sm font-medium text-n-slate-12 bg-n-slate-3 dark:bg-n-slate-4 hover:bg-n-slate-4 dark:hover:bg-n-slate-5 rounded-lg transition-colors"
+                    @click="navigateToCreatePolicy"
+                  >
+                    <i class="i-lucide-plus text-sm" />
+                    {{ $t('INBOX_MGMT.ASSIGNMENT.CREATE_NEW_POLICY') }}
+                  </button>
+                </div>
+              </div>
+
+              <!-- Default Rules Info -->
+              <div class="px-4 py-4 border-t border-n-weak bg-n-slate-2">
+                <div class="flex items-start gap-3">
+                  <i class="i-lucide-info text-base text-n-slate-10 mt-0.5" />
+                  <div>
+                    <p class="text-sm text-n-slate-11 mb-2">
+                      {{ $t('INBOX_MGMT.ASSIGNMENT.CURRENT_BEHAVIOR') }}
+                    </p>
+                    <ul class="space-y-1">
+                      <li class="flex items-center gap-2">
+                        <span
+                          class="w-1 h-1 rounded-full bg-n-slate-10 flex-shrink-0"
+                        />
+                        <span class="text-sm text-n-slate-11">
+                          {{ $t('INBOX_MGMT.ASSIGNMENT.DEFAULT_RULE_1') }}
+                        </span>
+                      </li>
+                      <li class="flex items-center gap-2">
+                        <span
+                          class="w-1 h-1 rounded-full bg-n-slate-10 flex-shrink-0"
+                        />
+                        <span class="text-sm text-n-slate-11">
+                          {{ $t('INBOX_MGMT.ASSIGNMENT.DEFAULT_RULE_2') }}
+                        </span>
+                      </li>
+                    </ul>
+                  </div>
+                </div>
+              </div>
+            </div>
+
+            <!-- Default Rules Card - Feature not enabled (no advanced_assignment) -->
+            <div
+              v-else-if="!showAdvancedAssignmentUI"
+              class="p-4 rounded-xl outline outline-1 outline-n-weak -outline-offset-1"
+            >
+              <div class="flex items-start gap-4">
+                <div
+                  class="flex-shrink-0 w-12 h-12 rounded-xl bg-n-slate-3 dark:bg-n-slate-4 flex items-center justify-center"
+                >
+                  <i class="i-lucide-zap text-xl text-n-slate-11" />
+                </div>
+                <div class="flex-grow">
+                  <h4 class="text-base font-medium text-n-slate-12 mb-1">
+                    {{ $t('INBOX_MGMT.ASSIGNMENT.DEFAULT_RULES_TITLE') }}
+                  </h4>
+                  <p class="text-sm text-n-slate-11 mb-4">
+                    {{ $t('INBOX_MGMT.ASSIGNMENT.DEFAULT_RULES_DESCRIPTION') }}
+                  </p>
+
+                  <ul class="space-y-2 mb-6">
+                    <li class="flex items-center gap-2">
+                      <span
+                        class="w-1.5 h-1.5 rounded-full bg-n-slate-11 flex-shrink-0"
+                      />
+                      <span class="text-sm font-medium text-n-slate-12">
+                        {{ $t('INBOX_MGMT.ASSIGNMENT.DEFAULT_RULE_1') }}
+                      </span>
+                    </li>
+                    <li class="flex items-center gap-2">
+                      <span
+                        class="w-1.5 h-1.5 rounded-full bg-n-slate-11 flex-shrink-0"
+                      />
+                      <span class="text-sm font-medium text-n-slate-12">
+                        {{ $t('INBOX_MGMT.ASSIGNMENT.DEFAULT_RULE_2') }}
+                      </span>
+                    </li>
+                  </ul>
+
+                  <div class="w-full h-px bg-n-weak my-4" />
+
+                  <!-- Upgrade prompt when advanced_assignment is not enabled -->
+                  <div v-if="!hasAdvancedAssignment">
+                    <p class="text-sm text-n-slate-11 mb-1">
+                      {{ $t('INBOX_MGMT.ASSIGNMENT.UPGRADE_PROMPT') }}
+                    </p>
+                    <NextButton
+                      :label="$t('INBOX_MGMT.ASSIGNMENT.UPGRADE_TO_BUSINESS')"
+                      icon="i-lucide-arrow-right"
+                      trailing-icon
+                      link
+                      @click="navigateToBilling"
+                    />
+                  </div>
+                </div>
+              </div>
+            </div>
+          </div>
+        </Transition>
+      </template>
+
+      <!-- Old UI for non-assignment_v2 -->
+      <template v-else>
+        <label class="w-3/4 settings-item">
+          <div class="flex items-center gap-2">
+            <input
+              id="enableAutoAssignment"
+              v-model="enableAutoAssignment"
+              type="checkbox"
+              @change="handleToggleAutoAssignment"
+            />
+            <label for="enableAutoAssignment">
+              {{ $t('INBOX_MGMT.SETTINGS_POPUP.AUTO_ASSIGNMENT') }}
+            </label>
+          </div>
+
+          <p class="pb-1 text-sm not-italic text-n-slate-11">
+            {{ $t('INBOX_MGMT.SETTINGS_POPUP.AUTO_ASSIGNMENT_SUB_TEXT') }}
+          </p>
+        </label>
+
+        <div v-if="enableAutoAssignment && isEnterprise" class="py-3">
+          <woot-input
+            v-model="maxAssignmentLimit"
+            type="number"
+            :class="{ error: v$.maxAssignmentLimit.$error }"
+            :error="maxAssignmentLimitErrors"
+            :label="$t('INBOX_MGMT.AUTO_ASSIGNMENT.MAX_ASSIGNMENT_LIMIT')"
+            @blur="v$.maxAssignmentLimit.$touch"
+          />
+
+          <p class="pb-1 text-sm not-italic text-n-slate-11">
+            {{ $t('INBOX_MGMT.AUTO_ASSIGNMENT.MAX_ASSIGNMENT_LIMIT_SUB_TEXT') }}
+          </p>
+
+          <NextButton
+            :label="$t('INBOX_MGMT.SETTINGS_POPUP.UPDATE')"
+            :disabled="v$.maxAssignmentLimit.$invalid"
+            @click="updateInbox"
+          />
+        </div>
+      </template>
     </SettingsSection>
+
+    <woot-modal
+      v-if="showDeleteConfirmModal"
+      :show="showDeleteConfirmModal"
+      :on-close="cancelDeletePolicy"
+    >
+      <div class="p-6">
+        <h3 class="text-lg font-medium text-n-slate-12 mb-4">
+          {{ $t('INBOX_MGMT.ASSIGNMENT_POLICY.DELETE_CONFIRM_TITLE') }}
+        </h3>
+        <p class="text-sm text-n-slate-11 mb-6 ml-13">
+          {{ $t('INBOX_MGMT.ASSIGNMENT_POLICY.DELETE_CONFIRM_MESSAGE') }}
+        </p>
+        <div class="flex justify-end gap-2">
+          <NextButton
+            color="slate"
+            :label="$t('INBOX_MGMT.ASSIGNMENT_POLICY.CANCEL')"
+            @click="cancelDeletePolicy"
+          />
+          <NextButton
+            color="ruby"
+            :label="$t('INBOX_MGMT.ASSIGNMENT_POLICY.CONFIRM_DELETE')"
+            :is-loading="isDeletingPolicy"
+            @click="deleteAssignmentPolicy"
+          />
+        </div>
+      </div>
+    </woot-modal>
   </div>
 </template>

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

@@ -96,7 +96,7 @@ const actions = {
         data: payload,
       });
       if (!payload.length) {
-        commit(types.SET_ALL_MESSAGES_LOADED);
+        commit(types.SET_ALL_MESSAGES_LOADED, data.conversationId);
       }
     } catch (error) {
       // Handle error
@@ -191,7 +191,7 @@ const actions = {
 
   async setActiveChat({ commit, dispatch }, { data, after }) {
     commit(types.SET_CURRENT_CHAT_WINDOW, data);
-    commit(types.CLEAR_ALL_MESSAGES_LOADED);
+    commit(types.CLEAR_ALL_MESSAGES_LOADED, data.id);
     if (data.dataFetched === undefined) {
       try {
         await dispatch('fetchPreviousMessages', {
@@ -199,7 +199,7 @@ const actions = {
           before: data.messages[0].id,
           conversationId: data.id,
         });
-        data.dataFetched = true;
+        commit(types.SET_CHAT_DATA_FETCHED, data.id);
       } catch (error) {
         // Ignore error
       }
@@ -212,14 +212,17 @@ const actions = {
         conversationId,
         agentId,
       });
-      dispatch('setCurrentChatAssignee', response.data);
+      dispatch('setCurrentChatAssignee', {
+        conversationId,
+        assignee: response.data,
+      });
     } catch (error) {
       // Handle error
     }
   },
 
-  setCurrentChatAssignee({ commit }, assignee) {
-    commit(types.ASSIGN_AGENT, assignee);
+  setCurrentChatAssignee({ commit }, { conversationId, assignee }) {
+    commit(types.ASSIGN_AGENT, { conversationId, assignee });
   },
 
   assignTeam: async ({ dispatch }, { conversationId, teamId }) => {

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

@@ -63,14 +63,18 @@ export const mutations = {
     _state.allConversations = [];
     _state.selectedChatId = null;
   },
-  [types.SET_ALL_MESSAGES_LOADED](_state) {
-    const [chat] = getSelectedChatConversation(_state);
-    chat.allMessagesLoaded = true;
+  [types.SET_ALL_MESSAGES_LOADED](_state, conversationId) {
+    const chat = getConversationById(_state)(conversationId);
+    if (chat) {
+      chat.allMessagesLoaded = true;
+    }
   },
 
-  [types.CLEAR_ALL_MESSAGES_LOADED](_state) {
-    const [chat] = getSelectedChatConversation(_state);
-    chat.allMessagesLoaded = false;
+  [types.CLEAR_ALL_MESSAGES_LOADED](_state, conversationId) {
+    const chat = getConversationById(_state)(conversationId);
+    if (chat) {
+      chat.allMessagesLoaded = false;
+    }
   },
   [types.CLEAR_CURRENT_CHAT_WINDOW](_state) {
     _state.selectedChatId = null;
@@ -91,15 +95,24 @@ export const mutations = {
     chat.messages = data;
   },
 
+  [types.SET_CHAT_DATA_FETCHED](_state, conversationId) {
+    const chat = getConversationById(_state)(conversationId);
+    if (chat) {
+      chat.dataFetched = true;
+    }
+  },
+
   [types.SET_CURRENT_CHAT_WINDOW](_state, activeChat) {
     if (activeChat) {
       _state.selectedChatId = activeChat.id;
     }
   },
 
-  [types.ASSIGN_AGENT](_state, assignee) {
-    const [chat] = getSelectedChatConversation(_state);
-    chat.meta.assignee = assignee;
+  [types.ASSIGN_AGENT](_state, { conversationId, assignee }) {
+    const chat = getConversationById(_state)(conversationId);
+    if (chat) {
+      chat.meta.assignee = assignee;
+    }
   },
 
   [types.ASSIGN_TEAM](_state, { team, conversationId }) {
@@ -274,8 +287,10 @@ export const mutations = {
 
   // Update assignee on action cable message
   [types.UPDATE_ASSIGNEE](_state, payload) {
-    const [chat] = _state.allConversations.filter(c => c.id === payload.id);
-    chat.meta.assignee = payload.assignee;
+    const chat = getConversationById(_state)(payload.id);
+    if (chat) {
+      chat.meta.assignee = payload.assignee;
+    }
   },
 
   [types.UPDATE_CONVERSATION_CONTACT](_state, { conversationId, ...payload }) {

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

@@ -324,6 +324,8 @@ export const actions = {
     try {
       await InboxesAPI.delete(inboxId);
       commit(types.default.DELETE_INBOXES, inboxId);
+      // Clear IndexedDB so stale inbox data isn't served on page refresh
+      await InboxesAPI.clearDataInCache();
       commit(types.default.SET_INBOXES_UI_FLAG, { isDeleting: false });
     } catch (error) {
       commit(types.default.SET_INBOXES_UI_FLAG, { isDeleting: false });

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

@@ -355,22 +355,26 @@ describe('#actions', () => {
       axios.post.mockResolvedValue({
         data: { id: 1, name: 'User' },
       });
-      await actions.assignAgent({ commit }, { conversationId: 1, agentId: 1 });
-      expect(commit).toHaveBeenCalledTimes(0);
-      expect(commit.mock.calls).toEqual([]);
+      await actions.assignAgent(
+        { dispatch },
+        { conversationId: 1, agentId: 1 }
+      );
+      expect(dispatch).toHaveBeenCalledWith('setCurrentChatAssignee', {
+        conversationId: 1,
+        assignee: { id: 1, name: 'User' },
+      });
     });
   });
 
   describe('#setCurrentChatAssignee', () => {
     it('sends correct mutations if assignment is successful', async () => {
-      axios.post.mockResolvedValue({
-        data: { id: 1, name: 'User' },
-      });
-      await actions.setCurrentChatAssignee({ commit }, { id: 1, name: 'User' });
+      const payload = {
+        conversationId: 1,
+        assignee: { id: 1, name: 'User' },
+      };
+      await actions.setCurrentChatAssignee({ commit }, payload);
       expect(commit).toHaveBeenCalledTimes(1);
-      expect(commit.mock.calls).toEqual([
-        ['ASSIGN_AGENT', { id: 1, name: 'User' }],
-      ]);
+      expect(commit.mock.calls).toEqual([['ASSIGN_AGENT', payload]]);
     });
   });
 
@@ -716,6 +720,64 @@ describe('#addMentions', () => {
     });
   });
 
+  describe('#setActiveChat', () => {
+    it('should commit SET_CHAT_DATA_FETCHED with conversation ID after fetch', async () => {
+      const localCommit = vi.fn();
+      const localDispatch = vi.fn().mockResolvedValue();
+      const data = { id: 42, messages: [{ id: 100 }] };
+
+      await actions.setActiveChat(
+        { commit: localCommit, dispatch: localDispatch },
+        { data, after: 99 }
+      );
+
+      expect(localCommit.mock.calls).toEqual([
+        [types.SET_CURRENT_CHAT_WINDOW, data],
+        [types.CLEAR_ALL_MESSAGES_LOADED, 42],
+        [types.SET_CHAT_DATA_FETCHED, 42],
+      ]);
+      expect(localDispatch).toHaveBeenCalledWith('fetchPreviousMessages', {
+        after: 99,
+        before: 100,
+        conversationId: 42,
+      });
+    });
+
+    it('should not dispatch fetchPreviousMessages if dataFetched is already set', async () => {
+      const localCommit = vi.fn();
+      const localDispatch = vi.fn();
+      const data = { id: 42, messages: [{ id: 100 }], dataFetched: true };
+
+      await actions.setActiveChat(
+        { commit: localCommit, dispatch: localDispatch },
+        { data }
+      );
+
+      expect(localCommit.mock.calls).toEqual([
+        [types.SET_CURRENT_CHAT_WINDOW, data],
+        [types.CLEAR_ALL_MESSAGES_LOADED, 42],
+      ]);
+      expect(localDispatch).not.toHaveBeenCalled();
+    });
+
+    it('should commit SET_CHAT_DATA_FETCHED by ID, not mutate the data object directly (race condition fix)', async () => {
+      const localCommit = vi.fn();
+      const localDispatch = vi.fn().mockResolvedValue();
+      const data = { id: 42, messages: [{ id: 100 }] };
+
+      await actions.setActiveChat(
+        { commit: localCommit, dispatch: localDispatch },
+        { data }
+      );
+
+      // The action must NOT set dataFetched on the data object directly
+      expect(data.dataFetched).toBeUndefined();
+
+      // Instead it commits a mutation that finds the conversation by ID in the store
+      expect(localCommit).toHaveBeenCalledWith(types.SET_CHAT_DATA_FETCHED, 42);
+    });
+  });
+
   describe('#getInboxCaptainAssistantById', () => {
     it('fetches inbox assistant by id', async () => {
       axios.get.mockResolvedValue({

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

@@ -570,25 +570,84 @@ describe('#mutations', () => {
     });
   });
 
-  describe('#SET_ALL_MESSAGES_LOADED', () => {
-    it('should set allMessagesLoaded to true on selected chat', () => {
+  describe('#SET_CHAT_DATA_FETCHED', () => {
+    it('should set dataFetched to true on the conversation by ID', () => {
       const state = {
-        allConversations: [{ id: 1, allMessagesLoaded: false }],
+        allConversations: [{ id: 1 }, { id: 2 }],
+      };
+      mutations[types.SET_CHAT_DATA_FETCHED](state, 1);
+      expect(state.allConversations[0].dataFetched).toBe(true);
+      expect(state.allConversations[1].dataFetched).toBeUndefined();
+    });
+
+    it('should do nothing if conversation is not found', () => {
+      const state = { allConversations: [{ id: 1 }] };
+      mutations[types.SET_CHAT_DATA_FETCHED](state, 999);
+      expect(state.allConversations[0].dataFetched).toBeUndefined();
+    });
+
+    it('should survive the race: SET_ALL_CONVERSATION replaces the object, then SET_CHAT_DATA_FETCHED still works', () => {
+      // 1. Initial state: conversation exists with dataFetched undefined
+      const state = {
+        allConversations: [{ id: 1, messages: [{ id: 'm1' }] }],
         selectedChatId: 1,
       };
-      mutations[types.SET_ALL_MESSAGES_LOADED](state);
+      const originalRef = state.allConversations[0];
+
+      // 2. Simulate SET_ALL_CONVERSATION replacing the object (WebSocket/polling)
+      //    This copies dataFetched from the old object (still undefined)
+      mutations[types.SET_ALL_CONVERSATION](state, [
+        { id: 1, name: 'refreshed', messages: [{ id: 'm2' }] },
+      ]);
+
+      // The store now holds a NEW object, old reference is detached
+      const newRef = state.allConversations[0];
+      expect(newRef).not.toBe(originalRef);
+      expect(newRef.dataFetched).toBeUndefined();
+
+      // 3. SET_CHAT_DATA_FETCHED finds by ID — works on the current store object
+      mutations[types.SET_CHAT_DATA_FETCHED](state, 1);
+      expect(state.allConversations[0].dataFetched).toBe(true);
+
+      // Old detached reference is unaffected
+      expect(originalRef.dataFetched).toBeUndefined();
+    });
+  });
+
+  describe('#SET_ALL_MESSAGES_LOADED', () => {
+    it('should set allMessagesLoaded to true on the conversation by ID', () => {
+      const state = {
+        allConversations: [{ id: 1, allMessagesLoaded: false }, { id: 2 }],
+      };
+      mutations[types.SET_ALL_MESSAGES_LOADED](state, 1);
       expect(state.allConversations[0].allMessagesLoaded).toBe(true);
+      expect(state.allConversations[1].allMessagesLoaded).toBeUndefined();
+    });
+
+    it('should do nothing if conversation is not found', () => {
+      const state = { allConversations: [{ id: 1 }] };
+      mutations[types.SET_ALL_MESSAGES_LOADED](state, 999);
+      expect(state.allConversations[0].allMessagesLoaded).toBeUndefined();
     });
   });
 
   describe('#CLEAR_ALL_MESSAGES_LOADED', () => {
-    it('should set allMessagesLoaded to false on selected chat', () => {
+    it('should set allMessagesLoaded to false on the conversation by ID', () => {
       const state = {
-        allConversations: [{ id: 1, allMessagesLoaded: true }],
-        selectedChatId: 1,
+        allConversations: [
+          { id: 1, allMessagesLoaded: true },
+          { id: 2, allMessagesLoaded: true },
+        ],
       };
-      mutations[types.CLEAR_ALL_MESSAGES_LOADED](state);
+      mutations[types.CLEAR_ALL_MESSAGES_LOADED](state, 1);
       expect(state.allConversations[0].allMessagesLoaded).toBe(false);
+      expect(state.allConversations[1].allMessagesLoaded).toBe(true);
+    });
+
+    it('should do nothing if conversation is not found', () => {
+      const state = { allConversations: [{ id: 1, allMessagesLoaded: true }] };
+      mutations[types.CLEAR_ALL_MESSAGES_LOADED](state, 999);
+      expect(state.allConversations[0].allMessagesLoaded).toBe(true);
     });
   });
 
@@ -640,15 +699,22 @@ describe('#mutations', () => {
   });
 
   describe('#ASSIGN_AGENT', () => {
-    it('should assign agent to selected conversation', () => {
+    it('should assign agent to the correct conversation by ID', () => {
       const assignee = { id: 1, name: 'Agent' };
       const state = {
-        allConversations: [{ id: 1, meta: {} }],
-        selectedChatId: 1,
+        allConversations: [
+          { id: 1, meta: {} },
+          { id: 2, meta: {} },
+        ],
+        selectedChatId: 2,
       };
 
-      mutations[types.ASSIGN_AGENT](state, assignee);
+      mutations[types.ASSIGN_AGENT](state, {
+        conversationId: 1,
+        assignee,
+      });
       expect(state.allConversations[0].meta.assignee).toEqual(assignee);
+      expect(state.allConversations[1].meta.assignee).toBeUndefined();
     });
   });
 
@@ -797,6 +863,34 @@ describe('#mutations', () => {
       mutations[types.UPDATE_CONVERSATION](state, conversation);
       expect(state.allConversations[0].status).toEqual('resolved');
     });
+
+    it('should preserve dataFetched and allMessagesLoaded during update', () => {
+      const state = {
+        allConversations: [
+          {
+            id: 1,
+            status: 'open',
+            updated_at: 100,
+            messages: [{ id: 'msg1' }],
+            dataFetched: true,
+            allMessagesLoaded: true,
+          },
+        ],
+      };
+
+      const conversation = {
+        id: 1,
+        status: 'resolved',
+        updated_at: 200,
+        messages: [{ id: 'msg2' }],
+      };
+
+      mutations[types.UPDATE_CONVERSATION](state, conversation);
+      expect(state.allConversations[0].status).toEqual('resolved');
+      expect(state.allConversations[0].dataFetched).toBe(true);
+      expect(state.allConversations[0].allMessagesLoaded).toBe(true);
+      expect(state.allConversations[0].messages).toEqual([{ id: 'msg1' }]);
+    });
   });
 
   describe('#UPDATE_CONVERSATION_CONTACT', () => {

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

@@ -64,6 +64,7 @@ export default {
 
   SET_CONTEXT_MENU_CHAT_ID: 'SET_CONTEXT_MENU_CHAT_ID',
 
+  SET_CHAT_DATA_FETCHED: 'SET_CHAT_DATA_FETCHED',
   SET_CHAT_LIST_FILTERS: 'SET_CHAT_LIST_FILTERS',
   UPDATE_CHAT_LIST_FILTERS: 'UPDATE_CHAT_LIST_FILTERS',
 

app/jobs/avatar/avatar_from_url_job.rb

@@ -27,7 +27,9 @@ class Avatar::AvatarFromUrlJob < ApplicationJob
       content_type: avatar_file.content_type
     )
 
-  rescue Down::NotFound, Down::Error => e
+  rescue Down::NotFound
+    Rails.logger.info "AvatarFromUrlJob: avatar not found at #{avatar_url}"
+  rescue Down::Error => e
     Rails.logger.error "AvatarFromUrlJob error for #{avatar_url}: #{e.class} - #{e.message}"
   ensure
     update_avatar_sync_attributes(avatarable, avatar_url)

app/models/account.rb

@@ -40,6 +40,7 @@ class Account < ApplicationRecord
         'auto_resolve_ignore_waiting': { 'type': %w[boolean null] },
         'audio_transcriptions': { 'type': %w[boolean null] },
         'auto_resolve_label': { 'type': %w[string null] },
+        'keep_pending_on_bot_failure': { 'type': %w[boolean null] },
         'conversation_required_attributes': {
           'type': %w[array null],
           'items': { 'type': 'string' }
@@ -88,6 +89,7 @@ class Account < ApplicationRecord
 
   store_accessor :settings, :audio_transcriptions, :auto_resolve_label
   store_accessor :settings, :captain_models, :captain_features
+  store_accessor :settings, :keep_pending_on_bot_failure
 
   has_many :account_users, dependent: :destroy_async
   has_many :agent_bot_inboxes, dependent: :destroy_async

app/models/concerns/account_email_rate_limitable.rb

@@ -12,6 +12,10 @@ module AccountEmailRateLimitable
     Redis::Alfred.get(email_count_cache_key).to_i
   end
 
+  def email_transcript_enabled?
+    true
+  end
+
   def within_email_rate_limit?
     return true if emails_sent_today < email_rate_limit
 

app/models/concerns/auto_assignment_handler.rb

@@ -19,10 +19,18 @@ module AutoAssignmentHandler
       AutoAssignment::AssignmentJob.perform_later(inbox_id: inbox.id)
     else
       # Use legacy assignment system
-      AutoAssignment::AgentAssignmentService.new(conversation: self, allowed_agent_ids: inbox.member_ids_with_assignment_capacity).perform
+      # If conversation has a team, only consider team members for assignment
+      allowed_agent_ids = team_id.present? ? team_member_ids_with_capacity : inbox.member_ids_with_assignment_capacity
+      AutoAssignment::AgentAssignmentService.new(conversation: self, allowed_agent_ids: allowed_agent_ids).perform
     end
   end
 
+  def team_member_ids_with_capacity
+    return [] if team.blank? || team.allow_auto_assign.blank?
+
+    inbox.member_ids_with_assignment_capacity & team.members.ids
+  end
+
   def should_run_auto_assignment?
     return false unless inbox.enable_auto_assignment?
 

app/presenters/mail_presenter.rb

@@ -130,11 +130,15 @@ class MailPresenter < SimpleDelegator
   end
 
   def sender_name
-    Mail::Address.new((@mail[:reply_to] || @mail[:from]).value).name
+    parse_mail_address((@mail[:reply_to] || @mail[:from]).value)&.name
   end
 
   def original_sender
-    from_email_address(@mail[:reply_to].try(:value)) || @mail['X-Original-Sender'].try(:value) || from_email_address(from.first)
+    [
+      @mail[:reply_to]&.value,
+      @mail['X-Original-Sender']&.value,
+      @mail[:from]&.value
+    ].filter_map { |email| parse_mail_address(email)&.address }.first
   end
 
   def headers_data
@@ -147,10 +151,6 @@ class MailPresenter < SimpleDelegator
     headers.presence
   end
 
-  def from_email_address(email)
-    Mail::Address.new(email).address
-  end
-
   def email_forwarded_for
     @mail['X-Forwarded-For'].try(:value)
   end
@@ -175,11 +175,20 @@ class MailPresenter < SimpleDelegator
 
   def notification_email_from_chatwoot?
     # notification emails are send via mailer sender email address. so it should match
-    original_sender == Mail::Address.new(ENV.fetch('MAILER_SENDER_EMAIL', 'Chatwoot <accounts@chatwoot.com>')).address
+    configured_sender = Mail::Address.new(ENV.fetch('MAILER_SENDER_EMAIL', 'Chatwoot <accounts@chatwoot.com>')).address
+    original_sender.to_s.casecmp?(configured_sender)
   end
 
   private
 
+  def parse_mail_address(email)
+    return if email.blank?
+
+    Mail::Address.new(email)
+  rescue Mail::Field::ParseError, Mail::Field::IncompleteParseError
+    nil
+  end
+
   def auto_submitted?
     @mail['Auto-Submitted'].present? && @mail['Auto-Submitted'].value != 'no'
   end

app/services/action_service.rb

@@ -75,6 +75,8 @@ class ActionService
   end
 
   def send_email_transcript(emails)
+    return unless @account.email_transcript_enabled?
+
     emails = emails[0].gsub(/\s+/, '').split(',')
 
     emails.each do |email|

app/services/auto_assignment/assignment_service.rb

@@ -3,6 +3,7 @@ class AutoAssignment::AssignmentService
 
   def perform_bulk_assignment(limit: 100)
     return 0 unless inbox.auto_assignment_v2_enabled?
+    return 0 unless inbox.enable_auto_assignment?
 
     assigned_count = 0
 
@@ -18,7 +19,7 @@ class AutoAssignment::AssignmentService
   def perform_for_conversation(conversation)
     return false unless assignable?(conversation)
 
-    agent = find_available_agent
+    agent = find_available_agent(conversation)
     return false unless agent
 
     assign_conversation(conversation, agent)
@@ -32,7 +33,9 @@ class AutoAssignment::AssignmentService
   def unassigned_conversations(limit)
     scope = inbox.conversations.unassigned.open
 
-    scope = if assignment_config['conversation_priority'].to_s == 'longest_waiting'
+    # Apply conversation priority using assignment policy if available
+    policy = inbox.assignment_policy
+    scope = if policy&.longest_waiting?
               scope.reorder(last_activity_at: :asc, created_at: :asc)
             else
               scope.reorder(created_at: :asc)
@@ -41,13 +44,26 @@ class AutoAssignment::AssignmentService
     scope.limit(limit)
   end
 
-  def find_available_agent
-    agents = filter_agents_by_rate_limit(inbox.available_agents)
+  def find_available_agent(conversation = nil)
+    agents = filter_agents_by_team(inbox.available_agents, conversation)
+    return nil if agents.nil?
+
+    agents = filter_agents_by_rate_limit(agents)
     return nil if agents.empty?
 
     round_robin_selector.select_agent(agents)
   end
 
+  def filter_agents_by_team(agents, conversation)
+    return agents if conversation&.team_id.blank?
+
+    team = conversation.team
+    return nil if team.blank? || team.allow_auto_assign.blank?
+
+    team_member_ids = team.members.ids
+    agents.where(user_id: team_member_ids)
+  end
+
   def filter_agents_by_rate_limit(agents)
     agents.select do |agent_member|
       rate_limiter = build_rate_limiter(agent_member.user)
@@ -81,10 +97,6 @@ class AutoAssignment::AssignmentService
   def round_robin_selector
     @round_robin_selector ||= AutoAssignment::RoundRobinSelector.new(inbox: inbox)
   end
-
-  def assignment_config
-    @assignment_config ||= inbox.auto_assignment_config || {}
-  end
 end
 
 AutoAssignment::AssignmentService.prepend_mod_with('AutoAssignment::AssignmentService')

app/services/auto_assignment/rate_limiter.rb

@@ -8,8 +8,6 @@ class AutoAssignment::RateLimiter
   end
 
   def track_assignment(conversation)
-    return unless enabled?
-
     assignment_key = build_assignment_key(conversation.id)
     Redis::Alfred.set(assignment_key, conversation.id.to_s, ex: window)
   end
@@ -24,11 +22,11 @@ class AutoAssignment::RateLimiter
   private
 
   def enabled?
-    limit.present? && limit.positive?
+    config.present? && limit.positive?
   end
 
   def limit
-    config&.fair_distribution_limit&.to_i || Math
+    config&.fair_distribution_limit.present? ? config.fair_distribution_limit.to_i : Float::INFINITY
   end
 
   def window

app/services/message_templates/hook_execution_service.rb

@@ -2,7 +2,6 @@ class MessageTemplates::HookExecutionService
   pattr_initialize [:message!]
 
   def perform
-    return if conversation.campaign.present?
     return if conversation.last_incoming_message.blank?
     return if message.auto_reply_email?
 
@@ -21,6 +20,7 @@ class MessageTemplates::HookExecutionService
   end
 
   def should_send_out_of_office_message?
+    return false if conversation.campaign.present?
     # should not send if its a tweet message
     return false if conversation.tweet?
     # should not send for outbound messages
@@ -37,6 +37,7 @@ class MessageTemplates::HookExecutionService
   end
 
   def should_send_greeting?
+    return false if conversation.campaign.present?
     # should not send if its a tweet message
     return false if conversation.tweet?
 
@@ -49,6 +50,8 @@ class MessageTemplates::HookExecutionService
 
   # TODO: we should be able to reduce this logic once we have a toggle for email collect messages
   def should_send_email_collect?
+    return false if conversation.campaign.present?
+
     !contact_has_email? && inbox.web_widget? && !email_collect_was_sent?
   end
 

app/services/telegram/send_attachments_service.rb

@@ -1,3 +1,5 @@
+require 'faraday/multipart'
+
 # Telegram Attachment APIs: ref: https://core.telegram.org/bots/api#inputfile
 
 # Media attachments like photos, videos can be clubbed together and sent as a media group
@@ -111,17 +113,33 @@ class Telegram::SendAttachmentsService
 
   def send_file(chat_id, file_path, reply_to_message_id)
     File.open(file_path, 'rb') do |file|
-      HTTParty.post("#{channel.telegram_api_url}/sendDocument",
-                    body: {
-                      chat_id: chat_id,
-                      **business_connection_body,
-                      document: file,
-                      reply_to_message_id: reply_to_message_id
-                    },
-                    multipart: true)
+      file_name = File.basename(file_path)
+      mime_type = Marcel::MimeType.for(name: file_name) || 'application/octet-stream'
+
+      payload = { chat_id: chat_id, document: Faraday::Multipart::FilePart.new(file, mime_type, file_name) }
+      payload[:reply_to_message_id] = reply_to_message_id if reply_to_message_id
+      payload.merge!(business_connection_body)
+
+      response = multipart_post_connection.post("#{channel.telegram_api_url}/sendDocument", payload)
+      parse_faraday_response(response)
     end
   end
 
+  def multipart_post_connection
+    @multipart_post_connection ||= Faraday.new do |f|
+      f.request :multipart
+      f.options.timeout = 300
+      f.options.open_timeout = 60
+    end
+  end
+
+  def parse_faraday_response(response)
+    parsed = JSON.parse(response.body)
+    OpenStruct.new(success?: response.success?, parsed_response: parsed)
+  rescue JSON::ParserError
+    OpenStruct.new(success?: false, parsed_response: { 'ok' => false, 'error_code' => response.status, 'description' => response.reason_phrase })
+  end
+
   def handle_response(response)
     return true if response.success?
 

app/services/twilio/delivery_status_service.rb

@@ -47,8 +47,10 @@ class Twilio::DeliveryStatusService
     @twilio_channel ||= if params[:MessagingServiceSid].present?
                           ::Channel::TwilioSms.find_by(messaging_service_sid: params[:MessagingServiceSid])
                         elsif params[:AccountSid].present? && params[:From].present?
-                          ::Channel::TwilioSms.find_by!(account_sid: params[:AccountSid], phone_number: params[:From])
+                          ::Channel::TwilioSms.find_by(account_sid: params[:AccountSid], phone_number: params[:From])
                         end
+    log_channel_not_found if @twilio_channel.blank?
+    @twilio_channel
   end
 
   def message
@@ -56,4 +58,14 @@ class Twilio::DeliveryStatusService
 
     @message ||= twilio_channel.inbox.messages.find_by(source_id: params[:MessageSid])
   end
+
+  def log_channel_not_found
+    Rails.logger.warn(
+      '[TWILIO] Delivery status channel lookup failed ' \
+      "account_sid=#{params[:AccountSid]} " \
+      "from=#{params[:From]} " \
+      "messaging_service_sid=#{params[:MessagingServiceSid]} " \
+      "message_sid=#{params[:MessageSid]}"
+    )
+  end
 end

app/services/twilio/incoming_message_service.rb

@@ -26,12 +26,23 @@ class Twilio::IncomingMessageService
   def twilio_channel
     @twilio_channel ||= ::Channel::TwilioSms.find_by(messaging_service_sid: params[:MessagingServiceSid]) if params[:MessagingServiceSid].present?
     if params[:AccountSid].present? && params[:To].present?
-      @twilio_channel ||= ::Channel::TwilioSms.find_by!(account_sid: params[:AccountSid],
-                                                        phone_number: params[:To])
+      @twilio_channel ||= ::Channel::TwilioSms.find_by(account_sid: params[:AccountSid],
+                                                       phone_number: params[:To])
     end
+    log_channel_not_found if @twilio_channel.blank?
     @twilio_channel
   end
 
+  def log_channel_not_found
+    Rails.logger.warn(
+      '[TWILIO] Incoming message channel lookup failed ' \
+      "account_sid=#{params[:AccountSid]} " \
+      "to=#{params[:To]} " \
+      "messaging_service_sid=#{params[:MessagingServiceSid]} " \
+      "sms_sid=#{params[:SmsSid]}"
+    )
+  end
+
   def inbox
     @inbox ||= twilio_channel.inbox
   end

app/services/whatsapp/incoming_message_base_service.rb

@@ -28,19 +28,19 @@ class Whatsapp::IncomingMessageBaseService
     # if the webhook event is a reaction or an ephermal message or an unsupported message.
     return if unprocessable_message_type?(message_type)
 
-    # Multiple webhook event can be received against the same message due to misconfigurations in the Meta
-    # business manager account. While we have not found the core reason yet, the following line ensure that
-    # there are no duplicate messages created.
-    return if find_message_by_source_id(messages_data.first[:id]) || message_under_process?
+    # Multiple webhook events can be received for the same message due to
+    # misconfigurations in the Meta business manager account.
+    # We use an atomic Redis SET NX to prevent concurrent workers from both
+    # processing the same message simultaneously.
+    return if find_message_by_source_id(messages_data.first[:id])
+    return unless lock_message_source_id!
 
-    cache_message_source_id_in_redis
     set_contact
     return unless @contact
 
     ActiveRecord::Base.transaction do
       set_conversation
       create_messages
-      clear_message_source_id_from_redis
     end
   end
 

app/services/whatsapp/incoming_message_service_helpers.rb

@@ -69,20 +69,9 @@ module Whatsapp::IncomingMessageServiceHelpers
     @message = Message.find_by(source_id: source_id)
   end
 
-  def message_under_process?
-    key = format(Redis::RedisKeys::MESSAGE_SOURCE_KEY, id: messages_data.first[:id])
-    Redis::Alfred.get(key)
-  end
+  def lock_message_source_id!
+    return false if messages_data.blank?
 
-  def cache_message_source_id_in_redis
-    return if messages_data.blank?
-
-    key = format(Redis::RedisKeys::MESSAGE_SOURCE_KEY, id: messages_data.first[:id])
-    ::Redis::Alfred.setex(key, true)
-  end
-
-  def clear_message_source_id_from_redis
-    key = format(Redis::RedisKeys::MESSAGE_SOURCE_KEY, id: messages_data.first[:id])
-    ::Redis::Alfred.delete(key)
+    Whatsapp::MessageDedupLock.new(messages_data.first[:id]).acquire!
   end
 end

app/services/whatsapp/message_dedup_lock.rb

@@ -0,0 +1,19 @@
+# Atomic dedup lock for WhatsApp incoming messages.
+#
+# Meta can deliver the same webhook event multiple times. This lock uses
+# Redis SET NX EX to ensure only one worker processes a given source_id.
+class Whatsapp::MessageDedupLock
+  KEY_PREFIX = Redis::RedisKeys::MESSAGE_SOURCE_KEY
+  DEFAULT_TTL = 1.day.to_i
+
+  def initialize(source_id, ttl: DEFAULT_TTL)
+    @key = format(KEY_PREFIX, id: source_id)
+    @ttl = ttl
+  end
+
+  # Returns true when the lock is acquired (caller should proceed).
+  # Returns false when another worker already holds the lock.
+  def acquire!
+    ::Redis::Alfred.set(@key, true, nx: true, ex: @ttl)
+  end
+end

config/features.yml

@@ -241,3 +241,7 @@
   display_name: Required Conversation Attributes
   enabled: false
   premium: true
+- name: advanced_assignment
+  display_name: Advanced Assignment
+  enabled: false
+  premium: true

config/locales/en.yml

@@ -41,8 +41,7 @@ en:
       invalid_email: 'Please enter a valid email address'
       authentication_failed: 'Authentication failed. Please check your credentials and try again.'
   messages:
-    reset_password_success: Woot! Request for password reset is successful. Check your mail for instructions.
-    reset_password_failure: Uh ho! We could not find any user with the specified email.
+    reset_password: Request for password reset is successful. A email with instructions will be sent to your email if it exists.
     reset_password_saml_user: This account uses SAML authentication. Password reset is not available. Please contact your administrator.
     login_saml_user: This account uses SAML authentication. Please sign in through your organization's SAML provider.
     saml_not_available: SAML authentication is not available in this installation.

enterprise/app/helpers/captain/chat_response_helper.rb

@@ -1,10 +1,13 @@
 module Captain::ChatResponseHelper
+  include Integrations::LlmInstrumentationConstants
+
   private
 
   def build_response(response)
     Rails.logger.debug { "#{self.class.name} Assistant: #{@assistant.id}, Received response #{response}" }
 
     parsed = parse_json_response(response.content)
+    apply_credit_usage_metadata(parsed)
 
     persist_message(parsed, 'assistant')
     parsed
@@ -19,6 +22,26 @@ module Captain::ChatResponseHelper
     { 'content' => content }
   end
 
+  def apply_credit_usage_metadata(parsed_response)
+    return unless captain_v1_assistant?
+
+    OpenTelemetry::Trace.current_span.set_attribute(
+      format(ATTR_LANGFUSE_METADATA, 'credit_used'),
+      credit_used_for_response?(parsed_response).to_s
+    )
+  rescue StandardError => e
+    Rails.logger.warn "#{self.class.name} Assistant: #{@assistant.id}, Failed to set credit usage metadata: #{e.message}"
+  end
+
+  def credit_used_for_response?(parsed_response)
+    response = parsed_response['response']
+    response.present? && response != 'conversation_handoff'
+  end
+
+  def captain_v1_assistant?
+    feature_name == 'assistant' && !@assistant.account.feature_enabled?('captain_integration_v2')
+  end
+
   def persist_thinking_message(tool_call)
     return if @copilot_thread.blank?
 

enterprise/app/jobs/captain/conversation/response_builder_job.rb

@@ -93,6 +93,10 @@ class Captain::Conversation::ResponseBuilderJob < ApplicationJob
   end
 
   def send_out_of_office_message_if_applicable
+    # Campaign conversations should never receive OOO templates — the campaign itself
+    # serves as the initial outreach, and OOO would be confusing in that context.
+    return if @conversation.campaign.present?
+
     ::MessageTemplates::Template::OutOfOffice.perform_if_applicable(@conversation)
   end
 

enterprise/app/jobs/messages/audio_transcription_job.rb

@@ -1,6 +1,15 @@
 class Messages::AudioTranscriptionJob < ApplicationJob
   queue_as :low
 
+  discard_on Faraday::BadRequestError do |job, error|
+    log_context = {
+      attachment_id: job.arguments.first,
+      job_id: job.job_id,
+      status_code: error.response&.dig(:status)
+    }
+
+    Rails.logger.warn("Discarding audio transcription job due to bad request: #{log_context}")
+  end
   retry_on ActiveStorage::FileNotFoundError, wait: 2.seconds, attempts: 3
 
   def perform(attachment_id)

enterprise/app/models/enterprise/account.rb

@@ -3,6 +3,12 @@ module Enterprise::Account
   # this is a temporary method since current administrate doesn't support virtual attributes
   def manually_managed_features; end
 
+  # Auto-sync advanced_assignment with assignment_v2 when features are bulk-updated via admin UI
+  def selected_feature_flags=(features)
+    super
+    sync_assignment_features
+  end
+
   def mark_for_deletion(reason = 'manual_deletion')
     reason = reason.to_s == 'manual_deletion' ? 'manual_deletion' : 'inactivity'
 
@@ -31,4 +37,21 @@ module Enterprise::Account
   def saml_enabled?
     saml_settings&.saml_enabled? || false
   end
+
+  private
+
+  def sync_assignment_features
+    if feature_enabled?('assignment_v2')
+      # Enable advanced_assignment for Business/Enterprise plans
+      send('feature_advanced_assignment=', true) if business_or_enterprise_plan?
+    else
+      # Disable advanced_assignment when assignment_v2 is disabled
+      send('feature_advanced_assignment=', false)
+    end
+  end
+
+  def business_or_enterprise_plan?
+    plan_name = custom_attributes['plan_name']
+    %w[Business Enterprise].include?(plan_name)
+  end
 end

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

@@ -32,6 +32,13 @@ module Enterprise::Account::PlanUsageAndLimits # rubocop:disable Metrics/ModuleL
     save
   end
 
+  def email_transcript_enabled?
+    default_plan = InstallationConfig.find_by(name: 'CHATWOOT_CLOUD_PLANS')&.value&.first
+    return true if default_plan.blank?
+
+    plan_name.present? && plan_name != default_plan['name']
+  end
+
   def email_rate_limit
     account_limit || plan_email_limit || global_limit || default_limit
   end

enterprise/app/services/captain/assistant/agent_runner_service.rb

@@ -1,6 +1,9 @@
 require 'agents'
+require 'agents/instrumentation'
 
 class Captain::Assistant::AgentRunnerService
+  include Integrations::LlmInstrumentationConstants
+
   CONVERSATION_STATE_ATTRIBUTES = %i[
     id display_id inbox_id contact_id status priority
     label_list custom_attributes additional_attributes
@@ -22,7 +25,9 @@ class Captain::Assistant::AgentRunnerService
     context = build_context(message_history)
     message_to_process = extract_last_user_message(message_history)
     runner = Agents::Runner.with_agents(*agents)
+    runner = add_usage_metadata_callback(runner)
     runner = add_callbacks_to_runner(runner) if @callbacks.any?
+    install_instrumentation(runner)
     result = runner.run(message_to_process, context: context, max_turns: 100)
 
     process_agent_result(result)
@@ -50,6 +55,7 @@ class Captain::Assistant::AgentRunnerService
     end
 
     {
+      session_id: "#{@assistant.account_id}_#{@conversation&.display_id}",
       conversation_history: conversation_history,
       state: build_state
     }
@@ -124,6 +130,31 @@ class Captain::Assistant::AgentRunnerService
     [assistant_agent] + scenario_agents
   end
 
+  def install_instrumentation(runner)
+    return unless ChatwootApp.otel_enabled?
+
+    Agents::Instrumentation.install(
+      runner,
+      tracer: OpentelemetryConfig.tracer,
+      trace_name: 'llm.captain_v2',
+      span_attributes: {
+        ATTR_LANGFUSE_TAGS => ['captain_v2'].to_json
+      },
+      attribute_provider: ->(context_wrapper) { dynamic_trace_attributes(context_wrapper) }
+    )
+  end
+
+  def dynamic_trace_attributes(context_wrapper)
+    state = context_wrapper&.context&.dig(:state) || {}
+    conversation = state[:conversation] || {}
+    {
+      ATTR_LANGFUSE_USER_ID => state[:account_id],
+      format(ATTR_LANGFUSE_METADATA, 'assistant_id') => state[:assistant_id],
+      format(ATTR_LANGFUSE_METADATA, 'conversation_id') => conversation[:id],
+      format(ATTR_LANGFUSE_METADATA, 'conversation_display_id') => conversation[:display_id]
+    }.compact.transform_values(&:to_s)
+  end
+
   def add_callbacks_to_runner(runner)
     runner = add_agent_thinking_callback(runner) if @callbacks[:on_agent_thinking]
     runner = add_tool_start_callback(runner) if @callbacks[:on_tool_start]
@@ -132,6 +163,36 @@ class Captain::Assistant::AgentRunnerService
     runner
   end
 
+  def add_usage_metadata_callback(runner)
+    return runner unless ChatwootApp.otel_enabled?
+
+    handoff_tool_name = Captain::Tools::HandoffTool.new(@assistant).name
+
+    runner.on_tool_complete do |tool_name, _tool_result, context_wrapper|
+      track_handoff_usage(tool_name, handoff_tool_name, context_wrapper)
+    end
+
+    runner.on_run_complete do |_agent_name, _result, context_wrapper|
+      write_credits_used_metadata(context_wrapper)
+    end
+    runner
+  end
+
+  def track_handoff_usage(tool_name, handoff_tool_name, context_wrapper)
+    return unless context_wrapper&.context
+    return unless tool_name.to_s == handoff_tool_name
+
+    context_wrapper.context[:captain_v2_handoff_tool_called] = true
+  end
+
+  def write_credits_used_metadata(context_wrapper)
+    root_span = context_wrapper&.context&.dig(:__otel_tracing, :root_span)
+    return unless root_span
+
+    credits_used = !context_wrapper.context[:captain_v2_handoff_tool_called]
+    root_span.set_attribute(format(ATTR_LANGFUSE_METADATA, 'credits_used'), credits_used)
+  end
+
   def add_agent_thinking_callback(runner)
     runner.on_agent_thinking do |*args|
       @callbacks[:on_agent_thinking].call(*args)

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

@@ -0,0 +1,49 @@
+class Captain::Llm::TranslateQueryService < Captain::BaseTaskService
+  MODEL = 'gpt-4.1-nano'.freeze
+
+  pattr_initialize [:account!]
+
+  def translate(query, target_language:)
+    return query if query_in_target_language?(query)
+
+    messages = [
+      { role: 'system', content: system_prompt(target_language) },
+      { role: 'user', content: query }
+    ]
+
+    response = make_api_call(model: MODEL, messages: messages)
+    return query if response[:error]
+
+    response[:message].strip
+  rescue StandardError => e
+    Rails.logger.warn "TranslateQueryService failed: #{e.message}, falling back to original query"
+    query
+  end
+
+  private
+
+  def event_name
+    'translate_query'
+  end
+
+  def query_in_target_language?(query)
+    detector = CLD3::NNetLanguageIdentifier.new(0, 1000)
+    result = detector.find_language(query)
+
+    result.reliable? && result.language == account_language_code
+  rescue StandardError
+    false
+  end
+
+  def account_language_code
+    account.locale&.split('_')&.first
+  end
+
+  def system_prompt(target_language)
+    <<~SYSTEM_PROMPT_MESSAGE
+      You are a helpful assistant that translates queries from one language to another.
+      Translate the query to #{target_language}.
+      Return just the translated query, no other text.
+    SYSTEM_PROMPT_MESSAGE
+  end
+end

enterprise/app/services/captain/tools/search_documentation_service.rb

@@ -9,7 +9,11 @@ class Captain::Tools::SearchDocumentationService < Captain::Tools::BaseTool
   def execute(query:)
     Rails.logger.info { "#{self.class.name}: #{query}" }
 
-    responses = assistant.responses.approved.search(query)
+    translated_query = Captain::Llm::TranslateQueryService
+                       .new(account: assistant.account)
+                       .translate(query, target_language: assistant.account.locale_english_name)
+
+    responses = assistant.responses.approved.search(translated_query)
 
     return 'No FAQs found for the given query' if responses.empty?
 

enterprise/app/services/captain/tools/search_reply_documentation_service.rb

@@ -18,7 +18,11 @@ class Captain::Tools::SearchReplyDocumentationService < RubyLLM::Tool
   def execute(query:)
     Rails.logger.info { "#{self.class.name}: #{query}" }
 
-    responses = search_responses(query)
+    translated_query = Captain::Llm::TranslateQueryService
+                       .new(account: @account)
+                       .translate(query, target_language: @account.locale_english_name)
+
+    responses = search_responses(translated_query)
     return 'No FAQs found for the given query' if responses.empty?
 
     responses.map { |response| format_response(response) }.join

enterprise/app/services/enterprise/auto_assignment/assignment_service.rb

@@ -14,12 +14,16 @@ module Enterprise::AutoAssignment::AssignmentService
   end
 
   # Extend agent finding to add capacity checks
-  def find_available_agent
-    agents = filter_agents_by_rate_limit(inbox.available_agents)
+  def find_available_agent(conversation = nil)
+    agents = filter_agents_by_team(inbox.available_agents, conversation)
+    return nil if agents.nil?
+
+    agents = filter_agents_by_rate_limit(agents)
     agents = filter_agents_by_capacity(agents) if capacity_filtering_enabled?
     return nil if agents.empty?
 
-    selector = policy&.balanced? ? balanced_selector : round_robin_selector
+    # Use balanced selector only if advanced_assignment feature is enabled
+    selector = policy&.balanced? && account.feature_enabled?('advanced_assignment') ? balanced_selector : round_robin_selector
     selector.select_agent(agents)
   end
 
@@ -31,7 +35,7 @@ module Enterprise::AutoAssignment::AssignmentService
   end
 
   def capacity_filtering_enabled?
-    account.feature_enabled?('assignment_v2') &&
+    account.feature_enabled?('advanced_assignment') &&
       account.account_users.joins(:agent_capacity_policy).exists?
   end
 

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

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

enterprise/app/services/enterprise/message_templates/hook_execution_service.rb

@@ -68,6 +68,10 @@ module Enterprise::MessageTemplates::HookExecutionService
   end
 
   def send_out_of_office_message_after_handoff
+    # Campaign conversations should never receive OOO templates — the campaign itself
+    # serves as the initial outreach, and OOO would be confusing in that context.
+    return if conversation.campaign.present?
+
     ::MessageTemplates::Template::OutOfOffice.perform_if_applicable(conversation)
   end
 

enterprise/app/services/messages/audio_transcription_service.rb

@@ -31,12 +31,20 @@ class Messages::AudioTranscriptionService< Llm::LegacyBaseOpenAiService
   end
 
   def fetch_audio_file
+    blob = attachment.file.blob
     temp_dir = Rails.root.join('tmp/uploads/audio-transcriptions')
     FileUtils.mkdir_p(temp_dir)
-    temp_file_path = File.join(temp_dir, "#{attachment.file.blob.key}-#{attachment.file.filename}")
+    temp_file_name = "#{blob.key}-#{blob.filename}"
+
+    if blob.filename.extension_without_delimiter.blank?
+      extension = extension_from_content_type(blob.content_type)
+      temp_file_name = "#{temp_file_name}.#{extension}" if extension.present?
+    end
+
+    temp_file_path = File.join(temp_dir, temp_file_name)
 
     File.open(temp_file_path, 'wb') do |file|
-      attachment.file.blob.open do |blob_file|
+      blob.open do |blob_file|
         IO.copy_stream(blob_file, file)
       end
     end
@@ -49,13 +57,12 @@ class Messages::AudioTranscriptionService< Llm::LegacyBaseOpenAiService
     return transcribed_text if transcribed_text.present?
 
     temp_file_path = fetch_audio_file
-
     transcribed_text = nil
 
     File.open(temp_file_path, 'rb') do |file|
       response = @client.audio.transcribe(
         parameters: {
-          model: 'whisper-1',
+          model: WHISPER_MODEL,
           file: file,
           temperature: 0.4
         }
@@ -63,10 +70,10 @@ class Messages::AudioTranscriptionService< Llm::LegacyBaseOpenAiService
       transcribed_text = response['text']
     end
 
-    FileUtils.rm_f(temp_file_path)
-
     update_transcription(transcribed_text)
     transcribed_text
+  ensure
+    FileUtils.rm_f(temp_file_path) if temp_file_path.present?
   end
 
   def instrumentation_params(file_path)
@@ -90,4 +97,15 @@ class Messages::AudioTranscriptionService< Llm::LegacyBaseOpenAiService
 
     message.reindex
   end
+
+  def extension_from_content_type(content_type)
+    subtype = content_type.to_s.downcase.split(';').first.to_s.split('/').last.to_s
+    return if subtype.blank?
+
+    {
+      'x-m4a' => 'm4a',
+      'x-wav' => 'wav',
+      'x-mp3' => 'mp3'
+    }.fetch(subtype, subtype)
+  end
 end

enterprise/lib/captain/tools/handoff_tool.rb

@@ -42,6 +42,10 @@ class Captain::Tools::HandoffTool < Captain::Tools::BasePublicTool
   end
 
   def send_out_of_office_message_if_applicable(conversation)
+    # Campaign conversations should never receive OOO templates — the campaign itself
+    # serves as the initial outreach, and OOO would be confusing in that context.
+    return if conversation.campaign.present?
+
     ::MessageTemplates::Template::OutOfOffice.perform_if_applicable(conversation)
   end
 

lib/captain/tool_instrumentation.rb

@@ -1,5 +1,6 @@
 module Captain::ToolInstrumentation
   extend ActiveSupport::Concern
+  include Integrations::LlmInstrumentationConstants
 
   private
 
@@ -10,15 +11,11 @@ module Captain::ToolInstrumentation
     response = nil
     executed = false
     tracer.in_span(params[:span_name]) do |span|
-      span.set_attribute('langfuse.user.id', params[:account_id].to_s) if params[:account_id]
-      span.set_attribute('langfuse.tags', [params[:feature_name]].to_json)
-      span.set_attribute('langfuse.observation.input', params[:messages].to_json)
-
+      set_tool_session_attributes(span, params)
       response = yield
       executed = true
-
-      # Output just the message for cleaner Langfuse display
-      span.set_attribute('langfuse.observation.output', response[:message] || response.to_json)
+      span.set_attribute(ATTR_LANGFUSE_OBSERVATION_OUTPUT, response[:message] || response.to_json)
+      set_tool_session_error_attributes(span, response) if response.is_a?(Hash)
     end
     response
   rescue StandardError => e
@@ -26,17 +23,32 @@ module Captain::ToolInstrumentation
     executed ? response : yield
   end
 
+  def set_tool_session_attributes(span, params)
+    span.set_attribute(ATTR_LANGFUSE_USER_ID, params[:account_id].to_s) if params[:account_id]
+    span.set_attribute(ATTR_LANGFUSE_SESSION_ID, "#{params[:account_id]}_#{params[:conversation_id]}") if params[:conversation_id].present?
+    span.set_attribute(ATTR_LANGFUSE_TAGS, [params[:feature_name]].to_json)
+    span.set_attribute(ATTR_LANGFUSE_OBSERVATION_INPUT, params[:messages].to_json)
+  end
+
+  def set_tool_session_error_attributes(span, response)
+    error = response[:error] || response['error']
+    return if error.blank?
+
+    span.set_attribute(ATTR_GEN_AI_RESPONSE_ERROR, error.to_json)
+    span.status = OpenTelemetry::Trace::Status.error(error.to_s.truncate(1000))
+  end
+
   def record_generation(chat, message, model)
     return unless ChatwootApp.otel_enabled?
     return unless message.respond_to?(:role) && message.role.to_s == 'assistant'
 
     tracer.in_span("llm.#{event_name}.generation") do |span|
-      span.set_attribute('gen_ai.system', 'openai')
-      span.set_attribute('gen_ai.request.model', model)
-      span.set_attribute('gen_ai.usage.input_tokens', message.input_tokens)
-      span.set_attribute('gen_ai.usage.output_tokens', message.output_tokens) if message.respond_to?(:output_tokens)
-      span.set_attribute('langfuse.observation.input', format_chat_messages(chat))
-      span.set_attribute('langfuse.observation.output', message.content.to_s) if message.respond_to?(:content)
+      span.set_attribute(ATTR_GEN_AI_PROVIDER, 'openai')
+      span.set_attribute(ATTR_GEN_AI_REQUEST_MODEL, model)
+      span.set_attribute(ATTR_GEN_AI_USAGE_INPUT_TOKENS, message.input_tokens)
+      span.set_attribute(ATTR_GEN_AI_USAGE_OUTPUT_TOKENS, message.output_tokens) if message.respond_to?(:output_tokens)
+      span.set_attribute(ATTR_LANGFUSE_OBSERVATION_INPUT, format_chat_messages(chat))
+      span.set_attribute(ATTR_LANGFUSE_OBSERVATION_OUTPUT, message.content.to_s) if message.respond_to?(:content)
     end
   rescue StandardError => e
     Rails.logger.warn "Failed to record generation: #{e.message}"

lib/integrations/llm_instrumentation.rb

@@ -37,6 +37,7 @@ module Integrations::LlmInstrumentation
       result = yield
       executed = true
       span.set_attribute(ATTR_LANGFUSE_OBSERVATION_OUTPUT, result.to_json)
+      set_error_attributes(span, result) if result.is_a?(Hash)
       result
     end
   rescue StandardError => e
@@ -50,9 +51,11 @@ module Integrations::LlmInstrumentation
     return yield unless ChatwootApp.otel_enabled?
 
     tracer.in_span(format(TOOL_SPAN_NAME, tool_name)) do |span|
+      span.set_attribute(ATTR_LANGFUSE_OBSERVATION_TYPE, 'tool')
       span.set_attribute(ATTR_LANGFUSE_OBSERVATION_INPUT, arguments.to_json)
       result = yield
       span.set_attribute(ATTR_LANGFUSE_OBSERVATION_OUTPUT, result.to_json)
+      set_error_attributes(span, result) if result.is_a?(Hash)
       result
     end
   end

lib/integrations/llm_instrumentation_constants.rb

@@ -26,6 +26,7 @@ module Integrations::LlmInstrumentationConstants
   ATTR_LANGFUSE_METADATA = 'langfuse.trace.metadata.%s'
   ATTR_LANGFUSE_TRACE_INPUT = 'langfuse.trace.input'
   ATTR_LANGFUSE_TRACE_OUTPUT = 'langfuse.trace.output'
+  ATTR_LANGFUSE_OBSERVATION_TYPE = 'langfuse.observation.type'
   ATTR_LANGFUSE_OBSERVATION_INPUT = 'langfuse.observation.input'
   ATTR_LANGFUSE_OBSERVATION_OUTPUT = 'langfuse.observation.output'
 end

lib/integrations/llm_instrumentation_spans.rb

@@ -39,6 +39,7 @@ module Integrations::LlmInstrumentationSpans
 
     tool_name = tool_call.name.to_s
     span = tracer.start_span(format(TOOL_SPAN_NAME, tool_name))
+    span.set_attribute(ATTR_LANGFUSE_OBSERVATION_TYPE, 'tool')
     span.set_attribute(ATTR_LANGFUSE_OBSERVATION_INPUT, tool_call.arguments.to_json)
 
     @pending_tool_spans ||= []

lib/integrations/openai/openai_prompts/reply.liquid

@@ -33,7 +33,7 @@ General guidelines:
 - Reply in the customer's language
 {% if has_search_tool %}
 
-**Important**: You have access to a `search_documentation` tool that can search the company's knowledge base for product details, policies, FAQs, and other information. 
+**Important**: You have access to a `search_documentation` tool that can search the company's knowledge base for product details, policies, FAQs, and other information.
 **Use the search_documentation tool first** to find relevant information before composing your reply. This ensures your response is accurate and based on actual company documentation.
 {% endif %}
 

lib/integrations/slack/send_on_slack_service.rb

@@ -102,7 +102,8 @@ class Integrations::Slack::SendOnSlackService < Base::SendOnChannelService
   def send_message
     post_message if message_content.present?
     upload_files if message.attachments.any?
-  rescue Slack::Web::Api::Errors::AccountInactive, Slack::Web::Api::Errors::MissingScope, Slack::Web::Api::Errors::InvalidAuth,
+  rescue Slack::Web::Api::Errors::IsArchived, Slack::Web::Api::Errors::AccountInactive, Slack::Web::Api::Errors::MissingScope,
+         Slack::Web::Api::Errors::InvalidAuth,
          Slack::Web::Api::Errors::ChannelNotFound, Slack::Web::Api::Errors::NotInChannel => e
     Rails.logger.error e
     hook.prompt_reauthorization!

lib/linear/mutations.rb

@@ -2,13 +2,10 @@ module Linear::Mutations
   def self.graphql_value(value)
     case value
     when String
-      # Strings must be enclosed in double quotes
-      "\"#{value.gsub("\n", '\\n')}\""
+      value.to_json
     when Array
-      # Arrays need to be recursively converted
       "[#{value.map { |v| graphql_value(v) }.join(', ')}]"
     else
-      # Other types (numbers, booleans) can be directly converted to strings
       value.to_s
     end
   end
@@ -47,7 +44,7 @@ module Linear::Mutations
 
     <<~GRAPHQL
       mutation {
-        attachmentLinkURL(url: "#{link}", issueId: "#{issue_id}", title: "#{title}"#{user_params_str}) {
+        attachmentLinkURL(url: #{graphql_value(link)}, issueId: #{graphql_value(issue_id)}, title: #{graphql_value(title)}#{user_params_str}) {
           success
           attachment {
             id

lib/linear/queries.rb

@@ -48,7 +48,7 @@ module Linear::Queries
   def self.search_issue(term)
     <<~GRAPHQL
       query {
-        searchIssues(term: "#{term}") {
+        searchIssues(term: #{Linear::Mutations.graphql_value(term)}) {
           nodes {
             id
             title

lib/llm_constants.rb

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

lib/webhooks/trigger.rb

@@ -36,16 +36,21 @@ class Webhooks::Trigger
 
     case @webhook_type
     when :agent_bot_webhook
-      conversation = message.conversation
-      return unless conversation&.pending?
-
-      conversation.open!
-      create_agent_bot_error_activity(conversation)
+      update_conversation_status(message)
     when :api_inbox_webhook
       update_message_status(error)
     end
   end
 
+  def update_conversation_status(message)
+    conversation = message.conversation
+    return unless conversation&.pending?
+    return if conversation&.account&.keep_pending_on_bot_failure
+
+    conversation.open!
+    create_agent_bot_error_activity(conversation)
+  end
+
   def create_agent_bot_error_activity(conversation)
     content = I18n.t('conversations.activity.agent_bot.error_moved_to_open')
     Conversations::ActivityMessageJob.perform_later(conversation, activity_message_params(conversation, content))

public/404.html

@@ -1,67 +1,108 @@
 <!DOCTYPE html>
-<html>
+<html lang="en">
 <head>
-  <title>The page you were looking for doesn't exist (404)</title>
+  <meta charset="utf-8">
   <meta name="viewport" content="width=device-width,initial-scale=1">
+  <title>Page not found</title>
   <style>
-  body {
-    background-color: #EFEFEF;
-    color: #2E2F30;
-    text-align: center;
-    font-family: arial, sans-serif;
-    margin: 0;
-  }
-
-  div.dialog {
-    width: 95%;
-    max-width: 33em;
-    margin: 4em auto 0;
-  }
-
-  div.dialog > div {
-    border: 1px solid #CCC;
-    border-right-color: #999;
-    border-left-color: #999;
-    border-bottom-color: #BBB;
-    border-top: #B00100 solid 4px;
-    border-top-left-radius: 9px;
-    border-top-right-radius: 9px;
-    background-color: white;
-    padding: 7px 12% 0;
-    box-shadow: 0 3px 8px rgba(50, 50, 50, 0.17);
-  }
-
-  h1 {
-    font-size: 100%;
-    color: #730E15;
-    line-height: 1.5em;
-  }
-
-  div.dialog > p {
-    margin: 0 0 1em;
-    padding: 1em;
-    background-color: #F7F7F7;
-    border: 1px solid #CCC;
-    border-right-color: #999;
-    border-left-color: #999;
-    border-bottom-color: #999;
-    border-bottom-left-radius: 4px;
-    border-bottom-right-radius: 4px;
-    border-top-color: #DADADA;
-    color: #666;
-    box-shadow: 0 3px 8px rgba(50, 50, 50, 0.17);
-  }
+    *, *::before, *::after { box-sizing: border-box; margin: 0; padding: 0; }
+    body {
+      min-height: 100vh;
+      display: flex;
+      flex-direction: column;
+      align-items: center;
+      justify-content: center;
+      font-family: -apple-system, system-ui, BlinkMacSystemFont, 'Segoe UI', Roboto, 'Helvetica Neue', Tahoma, Arial, sans-serif;
+      background: rgba(39, 129, 246, 0.05);
+      color: rgb(28, 32, 36);
+      padding: 2rem 1.5rem;
+      -webkit-font-smoothing: antialiased;
+    }
+    .page {
+      display: flex;
+      flex-direction: column;
+      align-items: center;
+      width: 100%;
+      max-width: 28rem;
+    }
+    .error-number {
+      font-size: 8rem;
+      font-weight: 700;
+      line-height: 1;
+      letter-spacing: -0.04em;
+      background: linear-gradient(180deg, rgb(39, 129, 246) 0%, rgb(155, 195, 252) 100%);
+      -webkit-background-clip: text;
+      -webkit-text-fill-color: transparent;
+      background-clip: text;
+      margin-bottom: 1.5rem;
+    }
+    h1 {
+      font-size: 1.5rem;
+      font-weight: 600;
+      line-height: 1.3;
+      text-align: center;
+      margin-bottom: 0.5rem;
+    }
+    .description {
+      font-size: 0.9375rem;
+      color: rgb(96, 100, 108);
+      line-height: 1.6;
+      text-align: center;
+      margin-bottom: 2.5rem;
+    }
+    .btn {
+      display: inline-flex;
+      align-items: center;
+      justify-content: center;
+      gap: 0.5rem;
+      background: rgb(39, 129, 246);
+      color: #fff;
+      font-size: 0.9375rem;
+      font-weight: 500;
+      padding: 0.75rem 2rem;
+      border-radius: 0.625rem;
+      text-decoration: none;
+      transition: background 0.15s ease;
+    }
+    .btn:hover { background: rgb(16, 115, 233); }
+    .btn svg { width: 1.125rem; height: 1.125rem; }
+    .divider {
+      width: 3rem;
+      height: 2px;
+      background: rgb(224, 225, 230);
+      border-radius: 1px;
+      margin: 2.5rem 0;
+    }
+    .help {
+      font-size: 0.8125rem;
+      color: rgb(139, 141, 152);
+      text-align: center;
+      line-height: 1.5;
+    }
+    @media (prefers-color-scheme: dark) {
+      body { background: rgb(17, 17, 19); color: rgb(237, 238, 240); }
+      .error-number { background: linear-gradient(180deg, rgb(126, 182, 255) 0%, rgb(40, 89, 156) 100%); -webkit-background-clip: text; background-clip: text; }
+      .description { color: rgb(176, 180, 186); }
+      .divider { background: rgb(46, 49, 53); }
+      .help { color: rgb(105, 110, 119); }
+    }
+    @media (max-width: 480px) {
+      .error-number { font-size: 5rem; }
+      h1 { font-size: 1.25rem; }
+    }
   </style>
 </head>
-
 <body>
-  <!-- This file lives in public/404.html -->
-  <div class="dialog">
-    <div>
-      <h1>The page you were looking for doesn't exist.</h1>
-      <p>You may have mistyped the address or the page may have moved.</p>
-    </div>
-    <p>If you are the application owner check the logs for more information.</p>
+  <div class="page">
+    <div class="error-number">404</div>
+    <h1>Page not found</h1>
+    <p class="description">The page you're looking for doesn't exist or has been moved.</p>
+    <a href="/" class="btn">
+      <svg xmlns="http://www.w3.org/2000/svg" fill="none" viewBox="0 0 24 24" stroke-width="2" stroke="currentColor"><path stroke-linecap="round" stroke-linejoin="round" d="M10.5 19.5 3 12m0 0 7.5-7.5M3 12h18" /></svg>
+      Back to home
+    </a>
+    <div class="divider"></div>
+    <p class="help">If you think this is a mistake, please reach out to support.</p>
   </div>
 </body>
 </html>

public/422.html

@@ -1,67 +1,113 @@
 <!DOCTYPE html>
-<html>
+<html lang="en">
 <head>
-  <title>The change you wanted was rejected (422)</title>
+  <meta charset="utf-8">
   <meta name="viewport" content="width=device-width,initial-scale=1">
+  <title>Request rejected</title>
   <style>
-  body {
-    background-color: #EFEFEF;
-    color: #2E2F30;
-    text-align: center;
-    font-family: arial, sans-serif;
-    margin: 0;
-  }
-
-  div.dialog {
-    width: 95%;
-    max-width: 33em;
-    margin: 4em auto 0;
-  }
-
-  div.dialog > div {
-    border: 1px solid #CCC;
-    border-right-color: #999;
-    border-left-color: #999;
-    border-bottom-color: #BBB;
-    border-top: #B00100 solid 4px;
-    border-top-left-radius: 9px;
-    border-top-right-radius: 9px;
-    background-color: white;
-    padding: 7px 12% 0;
-    box-shadow: 0 3px 8px rgba(50, 50, 50, 0.17);
-  }
-
-  h1 {
-    font-size: 100%;
-    color: #730E15;
-    line-height: 1.5em;
-  }
-
-  div.dialog > p {
-    margin: 0 0 1em;
-    padding: 1em;
-    background-color: #F7F7F7;
-    border: 1px solid #CCC;
-    border-right-color: #999;
-    border-left-color: #999;
-    border-bottom-color: #999;
-    border-bottom-left-radius: 4px;
-    border-bottom-right-radius: 4px;
-    border-top-color: #DADADA;
-    color: #666;
-    box-shadow: 0 3px 8px rgba(50, 50, 50, 0.17);
-  }
+    *, *::before, *::after { box-sizing: border-box; margin: 0; padding: 0; }
+    body {
+      min-height: 100vh;
+      display: flex;
+      flex-direction: column;
+      align-items: center;
+      justify-content: center;
+      font-family: -apple-system, system-ui, BlinkMacSystemFont, 'Segoe UI', Roboto, 'Helvetica Neue', Tahoma, Arial, sans-serif;
+      background: rgba(39, 129, 246, 0.05);
+      color: rgb(28, 32, 36);
+      padding: 2rem 1.5rem;
+      -webkit-font-smoothing: antialiased;
+    }
+    .page {
+      display: flex;
+      flex-direction: column;
+      align-items: center;
+      width: 100%;
+      max-width: 28rem;
+    }
+    .error-number {
+      font-size: 8rem;
+      font-weight: 700;
+      line-height: 1;
+      letter-spacing: -0.04em;
+      background: linear-gradient(180deg, rgb(229, 70, 102) 0%, rgb(248, 191, 200) 100%);
+      -webkit-background-clip: text;
+      -webkit-text-fill-color: transparent;
+      background-clip: text;
+      margin-bottom: 1.5rem;
+    }
+    h1 {
+      font-size: 1.5rem;
+      font-weight: 600;
+      line-height: 1.3;
+      text-align: center;
+      margin-bottom: 0.5rem;
+    }
+    .description {
+      font-size: 0.9375rem;
+      color: rgb(96, 100, 108);
+      line-height: 1.6;
+      text-align: center;
+      margin-bottom: 2.5rem;
+    }
+    .btn {
+      display: inline-flex;
+      align-items: center;
+      justify-content: center;
+      gap: 0.5rem;
+      background: rgb(39, 129, 246);
+      color: #fff;
+      font-size: 0.9375rem;
+      font-weight: 500;
+      padding: 0.75rem 2rem;
+      border-radius: 0.625rem;
+      text-decoration: none;
+      transition: background 0.15s ease;
+    }
+    .btn:hover { background: rgb(16, 115, 233); }
+    .btn svg { width: 1.125rem; height: 1.125rem; }
+    .divider {
+      width: 3rem;
+      height: 2px;
+      background: rgb(224, 225, 230);
+      border-radius: 1px;
+      margin: 2.5rem 0;
+    }
+    .help {
+      font-size: 0.8125rem;
+      color: rgb(139, 141, 152);
+      text-align: center;
+      line-height: 1.5;
+    }
+    .help a {
+      color: rgb(39, 129, 246);
+      text-decoration: none;
+    }
+    .help a:hover { text-decoration: underline; }
+    @media (prefers-color-scheme: dark) {
+      body { background: rgb(17, 17, 19); color: rgb(237, 238, 240); }
+      .error-number { background: linear-gradient(180deg, rgb(255, 148, 157) 0%, rgb(136, 52, 71) 100%); -webkit-background-clip: text; background-clip: text; }
+      .description { color: rgb(176, 180, 186); }
+      .divider { background: rgb(46, 49, 53); }
+      .help { color: rgb(105, 110, 119); }
+    }
+    @media (max-width: 480px) {
+      .error-number { font-size: 5rem; }
+      h1 { font-size: 1.25rem; }
+    }
   </style>
 </head>
-
 <body>
-  <!-- This file lives in public/422.html -->
-  <div class="dialog">
-    <div>
-      <h1>The change you wanted was rejected.</h1>
-      <p>Maybe you tried to change something you didn't have access to.</p>
-    </div>
-    <p>If you are the application owner check the logs for more information.</p>
+  <div class="page">
+    <div class="error-number">422</div>
+    <h1>Request rejected</h1>
+    <p class="description">Your request couldn't be processed due to a security verification failure or invalid data.</p>
+    <a href="/" class="btn">
+      <svg xmlns="http://www.w3.org/2000/svg" fill="none" viewBox="0 0 24 24" stroke-width="2" stroke="currentColor"><path stroke-linecap="round" stroke-linejoin="round" d="M10.5 19.5 3 12m0 0 7.5-7.5M3 12h18" /></svg>
+      Back to home
+    </a>
+    <div class="divider"></div>
+    <p class="help">If this keeps happening, try clearing your cookies and refreshing.</p>
   </div>
 </body>
 </html>

public/500.html

@@ -1,66 +1,108 @@
 <!DOCTYPE html>
-<html>
+<html lang="en">
 <head>
-  <title>We're sorry, but something went wrong (500)</title>
+  <meta charset="utf-8">
   <meta name="viewport" content="width=device-width,initial-scale=1">
+  <title>Something went wrong</title>
   <style>
-  body {
-    background-color: #EFEFEF;
-    color: #2E2F30;
-    text-align: center;
-    font-family: arial, sans-serif;
-    margin: 0;
-  }
-
-  div.dialog {
-    width: 95%;
-    max-width: 33em;
-    margin: 4em auto 0;
-  }
-
-  div.dialog > div {
-    border: 1px solid #CCC;
-    border-right-color: #999;
-    border-left-color: #999;
-    border-bottom-color: #BBB;
-    border-top: #B00100 solid 4px;
-    border-top-left-radius: 9px;
-    border-top-right-radius: 9px;
-    background-color: white;
-    padding: 7px 12% 0;
-    box-shadow: 0 3px 8px rgba(50, 50, 50, 0.17);
-  }
-
-  h1 {
-    font-size: 100%;
-    color: #730E15;
-    line-height: 1.5em;
-  }
-
-  div.dialog > p {
-    margin: 0 0 1em;
-    padding: 1em;
-    background-color: #F7F7F7;
-    border: 1px solid #CCC;
-    border-right-color: #999;
-    border-left-color: #999;
-    border-bottom-color: #999;
-    border-bottom-left-radius: 4px;
-    border-bottom-right-radius: 4px;
-    border-top-color: #DADADA;
-    color: #666;
-    box-shadow: 0 3px 8px rgba(50, 50, 50, 0.17);
-  }
+    *, *::before, *::after { box-sizing: border-box; margin: 0; padding: 0; }
+    body {
+      min-height: 100vh;
+      display: flex;
+      flex-direction: column;
+      align-items: center;
+      justify-content: center;
+      font-family: -apple-system, system-ui, BlinkMacSystemFont, 'Segoe UI', Roboto, 'Helvetica Neue', Tahoma, Arial, sans-serif;
+      background: rgba(39, 129, 246, 0.05);
+      color: rgb(28, 32, 36);
+      padding: 2rem 1.5rem;
+      -webkit-font-smoothing: antialiased;
+    }
+    .page {
+      display: flex;
+      flex-direction: column;
+      align-items: center;
+      width: 100%;
+      max-width: 28rem;
+    }
+    .error-number {
+      font-size: 8rem;
+      font-weight: 700;
+      line-height: 1;
+      letter-spacing: -0.04em;
+      background: linear-gradient(180deg, rgb(207, 74, 34) 0%, rgb(247, 164, 120) 100%);
+      -webkit-background-clip: text;
+      -webkit-text-fill-color: transparent;
+      background-clip: text;
+      margin-bottom: 1.5rem;
+    }
+    h1 {
+      font-size: 1.5rem;
+      font-weight: 600;
+      line-height: 1.3;
+      text-align: center;
+      margin-bottom: 0.5rem;
+    }
+    .description {
+      font-size: 0.9375rem;
+      color: rgb(96, 100, 108);
+      line-height: 1.6;
+      text-align: center;
+      margin-bottom: 2.5rem;
+    }
+    .btn {
+      display: inline-flex;
+      align-items: center;
+      justify-content: center;
+      gap: 0.5rem;
+      background: rgb(39, 129, 246);
+      color: #fff;
+      font-size: 0.9375rem;
+      font-weight: 500;
+      padding: 0.75rem 2rem;
+      border-radius: 0.625rem;
+      text-decoration: none;
+      transition: background 0.15s ease;
+    }
+    .btn:hover { background: rgb(16, 115, 233); }
+    .btn svg { width: 1.125rem; height: 1.125rem; }
+    .divider {
+      width: 3rem;
+      height: 2px;
+      background: rgb(224, 225, 230);
+      border-radius: 1px;
+      margin: 2.5rem 0;
+    }
+    .help {
+      font-size: 0.8125rem;
+      color: rgb(139, 141, 152);
+      text-align: center;
+      line-height: 1.5;
+    }
+    @media (prefers-color-scheme: dark) {
+      body { background: rgb(17, 17, 19); color: rgb(237, 238, 240); }
+      .error-number { background: linear-gradient(180deg, rgb(255, 148, 114) 0%, rgb(148, 52, 27) 100%); -webkit-background-clip: text; background-clip: text; }
+      .description { color: rgb(176, 180, 186); }
+      .divider { background: rgb(46, 49, 53); }
+      .help { color: rgb(105, 110, 119); }
+    }
+    @media (max-width: 480px) {
+      .error-number { font-size: 5rem; }
+      h1 { font-size: 1.25rem; }
+    }
   </style>
 </head>
-
 <body>
-  <!-- This file lives in public/500.html -->
-  <div class="dialog">
-    <div>
-      <h1>We're sorry, but something went wrong.</h1>
-    </div>
-    <p>If you are the application owner check the logs for more information.</p>
+  <div class="page">
+    <div class="error-number">500</div>
+    <h1>Something went wrong</h1>
+    <p class="description">An unexpected error occurred. Please refresh the page or try again shortly.</p>
+    <a href="/" class="btn">
+      <svg xmlns="http://www.w3.org/2000/svg" fill="none" viewBox="0 0 24 24" stroke-width="2" stroke="currentColor"><path stroke-linecap="round" stroke-linejoin="round" d="M10.5 19.5 3 12m0 0 7.5-7.5M3 12h18" /></svg>
+      Back to home
+    </a>
+    <div class="divider"></div>
+    <p class="help">If the problem persists, please try again in a few minutes.</p>
   </div>
 </body>
 </html>

spec/controllers/api/v1/accounts/conversations_controller_spec.rb

@@ -330,6 +330,7 @@ RSpec.describe 'Conversations API', type: :request do
       context 'when it is an authenticated user who has access to the inbox' do
         before do
           create(:inbox_member, user: agent, inbox: inbox)
+          create(:team_member, user: agent, team: team)
         end
 
         it 'creates a new conversation' do