diff --git a/app/controllers/api/v1/accounts_controller.rb b/app/controllers/api/v1/accounts_controller.rb
index bcbf80355..a5ef309c5 100644
--- a/app/controllers/api/v1/accounts_controller.rb
+++ b/app/controllers/api/v1/accounts_controller.rb
@@ -96,7 +96,8 @@ class Api::V1::AccountsController < Api::BaseController
   end
 
   def permitted_settings_attributes
-    [:auto_resolve_after, :auto_resolve_message, :auto_resolve_ignore_waiting, :audio_transcriptions, :auto_resolve_label]
+    [:auto_resolve_after, :auto_resolve_message, :auto_resolve_ignore_waiting, :audio_transcriptions, :auto_resolve_label,
+     :aggressive_alert_enabled]
   end
 
   def check_signup_enabled
diff --git a/app/javascript/dashboard/components/app/AggressiveConversationBanner.vue b/app/javascript/dashboard/components/app/AggressiveConversationBanner.vue
index 76dd19469..b7df23925 100644
--- a/app/javascript/dashboard/components/app/AggressiveConversationBanner.vue
+++ b/app/javascript/dashboard/components/app/AggressiveConversationBanner.vue
@@ -9,6 +9,7 @@ export default {
   data() {
     return {
       alerts: [],
+      maxLevel: null,
     };
   },
   computed: {
@@ -16,38 +17,74 @@ export default {
     hasAlerts() {
       return this.alerts.length > 0;
     },
-    bannerLabel() {
-      if (this.alerts.length === 1) {
+    bannerClass() {
+      return [
+        'aggressive-banner',
+        this.maxLevel ? `aggressive-banner--${this.maxLevel}` : '',
+      ];
+    },
+    bannerHeadline() {
+      const count = this.alerts.length;
+      if (count === 1) {
+        const a = this.alerts[0];
+        if (a.kind === 'reopened') {
+          return this.$t(
+            'AGGRESSIVE_CONVERSATION_BANNER.HEADLINE_REOPENED',
+            'Conversa reaberta — responda agora'
+          );
+        }
+        // inactivity — mostra tempo
+        if (a.minutes >= 28) {
+          return this.$t(
+            'AGGRESSIVE_CONVERSATION_BANNER.HEADLINE_28',
+            { minutes: a.minutes },
+            `🚨 ${a.minutes} MIN SEM RESPOSTA — conversa fecha em breve`
+          );
+        }
+        if (a.minutes >= 15) {
+          return this.$t(
+            'AGGRESSIVE_CONVERSATION_BANNER.HEADLINE_15',
+            { minutes: a.minutes },
+            `⚠️ ${a.minutes} MIN SEM RESPOSTA`
+          );
+        }
         return this.$t(
-          'AGGRESSIVE_CONVERSATION_BANNER.SINGLE',
-          'Conversa aguardando resposta!'
+          'AGGRESSIVE_CONVERSATION_BANNER.HEADLINE_5',
+          { minutes: a.minutes },
+          `⏰ ${a.minutes} min sem resposta`
         );
       }
       return this.$t(
-        'AGGRESSIVE_CONVERSATION_BANNER.MULTIPLE',
-        { count: this.alerts.length },
-        `${this.alerts.length} conversas aguardando resposta!`
+        'AGGRESSIVE_CONVERSATION_BANNER.HEADLINE_MULTIPLE',
+        { count },
+        `🚨 ${count} conversas aguardando resposta`
+      );
+    },
+    explanation() {
+      return this.$t(
+        'AGGRESSIVE_CONVERSATION_BANNER.EXPLANATION',
+        'Este alerta só some quando você RESPONDER a conversa. Clicar no × esconde temporariamente.'
       );
     },
   },
   mounted() {
-    emitter.on(BUS_EVENTS.AGGRESSIVE_ALERT_TRIGGER, this.handleTrigger);
-    emitter.on(BUS_EVENTS.AGGRESSIVE_ALERT_DISMISS, this.handleDismiss);
+    emitter.on(BUS_EVENTS.AGGRESSIVE_ALERT_TRIGGER, this.refreshAlerts);
+    emitter.on(BUS_EVENTS.AGGRESSIVE_ALERT_DISMISS, this.refreshAlerts);
     // Rehidrata se alertas foram disparados antes do componente montar
-    this.alerts = aggressiveAlert.getActiveConversations();
+    this.refreshAlerts();
   },
   beforeUnmount() {
-    emitter.off(BUS_EVENTS.AGGRESSIVE_ALERT_TRIGGER, this.handleTrigger);
-    emitter.off(BUS_EVENTS.AGGRESSIVE_ALERT_DISMISS, this.handleDismiss);
+    emitter.off(BUS_EVENTS.AGGRESSIVE_ALERT_TRIGGER, this.refreshAlerts);
+    emitter.off(BUS_EVENTS.AGGRESSIVE_ALERT_DISMISS, this.refreshAlerts);
   },
   methods: {
-    handleTrigger() {
-      this.alerts = aggressiveAlert.getActiveConversations();
-    },
-    handleDismiss() {
+    refreshAlerts() {
       this.alerts = aggressiveAlert.getActiveConversations();
+      this.maxLevel = aggressiveAlert.getMaxLevel();
     },
     openConversation(alert) {
+      // Clica no item → abre conversa E esconde o alerta dela (mas se
+      // não responder, volta a aparecer no próximo threshold).
       aggressiveAlert.dismiss(alert.id);
       if (!this.currentAccountId) return;
       this.$router.push({
@@ -58,40 +95,42 @@ export default {
     dismissOne(alert) {
       aggressiveAlert.dismiss(alert.id);
     },
-    dismissAll() {
-      aggressiveAlert.dismissAll();
+    alertItemClass(alert) {
+      return [
+        'aggressive-banner__item',
+        `aggressive-banner__item--${alert.level}`,
+      ];
+    },
+    alertContextLabel(alert) {
+      if (alert.kind === 'reopened') {
+        return this.$t(
+          'AGGRESSIVE_CONVERSATION_BANNER.KIND_REOPENED',
+          'reabriu'
+        );
+      }
+      return this.$t(
+        'AGGRESSIVE_CONVERSATION_BANNER.KIND_WAITING',
+        { minutes: alert.minutes || '?' },
+        `${alert.minutes || '?'} min sem resposta`
+      );
     },
   },
 };
 </script>
 
 <template>
-  <div
-    v-if="hasAlerts"
-    class="aggressive-banner"
-    role="alert"
-    aria-live="assertive"
-  >
-    <div class="aggressive-banner__main">
-      <span class="aggressive-banner__icon">{{
-        $t('AGGRESSIVE_CONVERSATION_BANNER.ALERT_ICON', '🚨')
-      }}</span>
-      <span class="aggressive-banner__title">{{ bannerLabel }}</span>
-      <button
-        type="button"
-        class="aggressive-banner__dismiss-all"
-        @click="dismissAll"
-      >
-        {{
-          $t('AGGRESSIVE_CONVERSATION_BANNER.DISMISS_ALL', 'Dispensar todas')
-        }}
-      </button>
+  <div v-if="hasAlerts" :class="bannerClass" role="alert" aria-live="assertive">
+    <div class="aggressive-banner__headline">
+      {{ bannerHeadline }}
+    </div>
+    <div class="aggressive-banner__explanation">
+      {{ explanation }}
     </div>
     <ul class="aggressive-banner__list">
       <li
         v-for="alert in alerts"
         :key="alert.id"
-        class="aggressive-banner__item"
+        :class="alertItemClass(alert)"
       >
         <button
           type="button"
@@ -104,25 +143,25 @@ export default {
           <span v-if="alert.inboxName" class="aggressive-banner__inbox">
             · {{ alert.inboxName }}
           </span>
-          <span v-if="alert.previousStatus" class="aggressive-banner__previous">
-            ·
-            {{
-              $t(
-                `AGGRESSIVE_CONVERSATION_BANNER.FROM_${alert.previousStatus.toUpperCase()}`,
-                alert.previousStatus
-              )
-            }}
+          <span class="aggressive-banner__context">
+            · {{ alertContextLabel(alert) }}
           </span>
         </button>
         <button
           type="button"
           class="aggressive-banner__close"
           :aria-label="
-            $t('AGGRESSIVE_CONVERSATION_BANNER.DISMISS_ONE', 'Dispensar')
+            $t('AGGRESSIVE_CONVERSATION_BANNER.HIDE_ONE', 'Esconder')
+          "
+          :title="
+            $t(
+              'AGGRESSIVE_CONVERSATION_BANNER.HIDE_ONE_TITLE',
+              'Esconde temporariamente — volta se não responder'
+            )
           "
           @click="dismissOne(alert)"
         >
-          {{ $t('AGGRESSIVE_CONVERSATION_BANNER.CLOSE_ICON', '×') }}
+          {{ $t('AGGRESSIVE_CONVERSATION_BANNER.HIDE_ICON', '×') }}
         </button>
       </li>
     </ul>
@@ -130,10 +169,28 @@ export default {
 </template>
 
 <style lang="scss" scoped>
-@keyframes aggressive-pulse {
+@keyframes aggressive-pulse-yellow {
   0%,
   100% {
-    background-color: #b91c1c;
+    background-color: #eab308;
+  }
+  50% {
+    background-color: #fbbf24;
+  }
+}
+@keyframes aggressive-pulse-orange {
+  0%,
+  100% {
+    background-color: #c2410c;
+  }
+  50% {
+    background-color: #f97316;
+  }
+}
+@keyframes aggressive-pulse-red {
+  0%,
+  100% {
+    background-color: #991b1b;
   }
   50% {
     background-color: #ef4444;
@@ -145,45 +202,38 @@ export default {
   top: 0;
   z-index: 9999;
   width: 100%;
-  background-color: #b91c1c;
   color: #ffffff;
-  padding: 12px 16px;
-  box-shadow: 0 4px 12px rgba(0, 0, 0, 0.25);
-  animation: aggressive-pulse 1.2s ease-in-out infinite;
-  font-weight: 600;
+  padding: 14px 20px;
+  box-shadow: 0 4px 18px rgba(0, 0, 0, 0.35);
+  font-weight: 700;
 }
 
-.aggressive-banner__main {
-  display: flex;
-  align-items: center;
-  gap: 12px;
-  margin-bottom: 8px;
+.aggressive-banner--yellow {
+  background-color: #eab308;
+  color: #1f2937;
+}
+.aggressive-banner--orange {
+  background-color: #c2410c;
+  animation: aggressive-pulse-orange 1.4s ease-in-out infinite;
+}
+.aggressive-banner--red {
+  background-color: #991b1b;
+  animation: aggressive-pulse-red 0.9s ease-in-out infinite;
 }
 
-.aggressive-banner__icon {
-  font-size: 24px;
-  line-height: 1;
+.aggressive-banner__headline {
+  font-size: 22px;
+  line-height: 1.2;
+  margin-bottom: 4px;
+  letter-spacing: 0.5px;
+  text-shadow: 0 1px 2px rgba(0, 0, 0, 0.25);
 }
 
-.aggressive-banner__title {
-  font-size: 16px;
-  flex: 1;
-}
-
-.aggressive-banner__dismiss-all {
-  background: rgba(255, 255, 255, 0.2);
-  color: #ffffff;
-  border: 1px solid rgba(255, 255, 255, 0.5);
-  border-radius: 4px;
-  padding: 6px 12px;
-  cursor: pointer;
+.aggressive-banner__explanation {
   font-size: 13px;
   font-weight: 500;
-  transition: background 0.15s ease;
-}
-
-.aggressive-banner__dismiss-all:hover {
-  background: rgba(255, 255, 255, 0.35);
+  opacity: 0.92;
+  margin-bottom: 10px;
 }
 
 .aggressive-banner__list {
@@ -198,51 +248,52 @@ export default {
 .aggressive-banner__item {
   display: flex;
   align-items: center;
-  background: rgba(0, 0, 0, 0.25);
-  border-radius: 4px;
+  background: rgba(0, 0, 0, 0.3);
+  border-radius: 6px;
   overflow: hidden;
+  font-size: 14px;
+}
+
+.aggressive-banner__item--yellow {
+  background: rgba(0, 0, 0, 0.18);
 }
 
 .aggressive-banner__open {
   background: transparent;
-  color: #ffffff;
+  color: inherit;
   border: none;
-  padding: 6px 12px;
+  padding: 8px 12px;
   cursor: pointer;
-  font-size: 13px;
-  font-weight: 500;
+  font-weight: 600;
   text-align: left;
   display: flex;
   align-items: center;
   gap: 4px;
 }
-
 .aggressive-banner__open:hover {
   background: rgba(255, 255, 255, 0.15);
 }
 
 .aggressive-banner__contact {
-  font-weight: 700;
+  font-weight: 800;
 }
-
 .aggressive-banner__inbox,
-.aggressive-banner__previous {
-  opacity: 0.85;
-  font-weight: 400;
+.aggressive-banner__context {
+  opacity: 0.9;
+  font-weight: 500;
 }
 
 .aggressive-banner__close {
   background: transparent;
-  color: #ffffff;
+  color: inherit;
   border: none;
-  border-left: 1px solid rgba(255, 255, 255, 0.2);
-  padding: 6px 10px;
+  border-left: 1px solid rgba(255, 255, 255, 0.25);
+  padding: 8px 12px;
   cursor: pointer;
-  font-size: 18px;
+  font-size: 20px;
   line-height: 1;
-  font-weight: 700;
+  font-weight: 800;
 }
-
 .aggressive-banner__close:hover {
   background: rgba(255, 255, 255, 0.2);
 }
diff --git a/app/javascript/dashboard/helper/actionCable.js b/app/javascript/dashboard/helper/actionCable.js
index 6fe1c65e8..e1fe9a99c 100644
--- a/app/javascript/dashboard/helper/actionCable.js
+++ b/app/javascript/dashboard/helper/actionCable.js
@@ -2,6 +2,7 @@ import AuthAPI from '../api/auth';
 import BaseActionCableConnector from '../../shared/helpers/BaseActionCableConnector';
 import DashboardAudioNotificationHelper from './AudioAlerts/DashboardAudioNotificationHelper';
 import aggressiveAlert from './aggressiveAlert';
+import inactivityAlertTracker from './inactivityAlertTracker';
 import { BUS_EVENTS } from 'shared/constants/busEvents';
 import { emitter } from 'shared/helpers/mitt';
 import { useImpersonation } from 'dashboard/composables/useImpersonation';
@@ -108,6 +109,69 @@ class ActionCableConnector extends BaseActionCableConnector {
       lastActivityAt,
       conversationId,
     });
+    this.feedInactivityTracker(data);
+  };
+
+  // Alimenta o tracker de inatividade:
+  // - Cliente (Contact) mandou mensagem em conversa open → começa a contar
+  // - Agente (User/AgentBot/Captain) mandou mensagem → limpa (agente respondeu)
+  // - Status deixou de ser open → trata como "resolvido", limpa
+  feedInactivityTracker = data => {
+    if (!this.isAggressiveAlertEnabled()) return;
+    const {
+      conversation_id: conversationId,
+      message_type: messageType,
+      sender_type: senderType,
+      conversation,
+    } = data;
+
+    // message_type: 0=incoming, 1=outgoing, 2=activity, 3=template
+    // Activity = evento do sistema (status mudou, etc). Ignora.
+    if (messageType === 2 || messageType === 'activity') return;
+
+    // Incoming (cliente) e conversa aberta → começa/renova tracker
+    const isIncoming = messageType === 0 || messageType === 'incoming';
+    const conversationStatus = conversation && conversation.status;
+    if (isIncoming && conversationStatus === 'open') {
+      const contactName =
+        conversation && conversation.meta && conversation.meta.sender
+          ? conversation.meta.sender.name
+          : '';
+      const inbox = this.app.$store.getters['inboxes/getInbox']
+        ? this.app.$store.getters['inboxes/getInbox'](conversation.inbox_id)
+        : null;
+      const inboxName = inbox && inbox.name ? inbox.name : '';
+      inactivityAlertTracker.onClientMessage({
+        conversationId,
+        contactName,
+        inboxName,
+      });
+      return;
+    }
+
+    // Qualquer mensagem do agente/bot → limpa tracker
+    if (senderType === 'User' || senderType === 'AgentBot') {
+      inactivityAlertTracker.onAgentReplyOrResolved(conversationId);
+    }
+  };
+
+  // Lê account.settings.aggressive_alert_enabled + user.ui_settings
+  isAggressiveAlertEnabled = () => {
+    const store = this.app.$store;
+    const account = store.getters.getCurrentAccount;
+    const user = store.getters.getCurrentUser;
+
+    // Default true se settings não vieram ainda (não bloqueia no boot).
+    const accountEnabled =
+      !account ||
+      !account.settings ||
+      account.settings.aggressive_alert_enabled !== false;
+    const userEnabled =
+      !user ||
+      !user.ui_settings ||
+      user.ui_settings.aggressive_alert_enabled !== false;
+
+    return accountEnabled && userEnabled;
   };
 
   // eslint-disable-next-line class-methods-use-this
@@ -115,21 +179,21 @@ class ActionCableConnector extends BaseActionCableConnector {
 
   onStatusChange = data => {
     this.maybeTriggerAggressiveAlert(data);
+    // Se saiu de 'open' (resolvida/snoozada/pending), limpa qualquer alerta
+    // pendente pra essa conversa.
+    if (data && data.id && data.status && data.status !== 'open') {
+      inactivityAlertTracker.onAgentReplyOrResolved(data.id);
+    }
     this.app.$store.dispatch('updateConversation', data);
     this.fetchConversationStats();
   };
 
-  // Dispara banner + som + push do SO toda vez que conversa transita
-  // pra 'open'. Broadcast `conversation.status_changed` só chega em
-  // mudança real de status, então confiar no evento é suficiente.
-  //
-  // Não usar store.getters.getConversationById(id).status pra detectar
-  // transição: quando o próprio usuário reabre, o dispatch HTTP local
-  // (toggleStatus→CHANGE_CONVERSATION_STATUS) já mutou o store antes do
-  // broadcast chegar → previousStatus === 'open' bloqueava o alerta.
-  // Conversas novas entram via onConversationCreated, não por status_changed.
+  // Dispara banner RED toda vez que a conversa transita pra 'open'.
+  // Broadcast `conversation.status_changed` só chega em mudança real,
+  // então confiar no evento é suficiente.
   maybeTriggerAggressiveAlert = data => {
     if (!data || data.status !== 'open') return;
+    if (!this.isAggressiveAlertEnabled()) return;
     const store = this.app.$store;
     const contactName =
       data.meta && data.meta.sender ? data.meta.sender.name : '';
@@ -140,9 +204,10 @@ class ActionCableConnector extends BaseActionCableConnector {
 
     aggressiveAlert.trigger({
       conversationId: data.id,
+      level: 'red',
+      kind: 'reopened',
       contactName,
       inboxName,
-      previousStatus: '',
     });
   };
 
diff --git a/app/javascript/dashboard/helper/aggressiveAlert.js b/app/javascript/dashboard/helper/aggressiveAlert.js
index 77bf2e21f..d94f3bbfc 100644
--- a/app/javascript/dashboard/helper/aggressiveAlert.js
+++ b/app/javascript/dashboard/helper/aggressiveAlert.js
@@ -6,6 +6,19 @@ const VIBRATION_PATTERN = [500, 200, 500, 200, 500];
 const TITLE_FLASH_INTERVAL_MS = 1000;
 const NOTIFICATION_TAG = 'chatwoot-aggressive-alert';
 
+// Níveis de severidade — ordem numérica cresce com a urgência.
+export const LEVEL = {
+  YELLOW: 'yellow',
+  ORANGE: 'orange',
+  RED: 'red',
+};
+
+const LEVEL_SEVERITY = {
+  [LEVEL.YELLOW]: 1,
+  [LEVEL.ORANGE]: 2,
+  [LEVEL.RED]: 3,
+};
+
 const showOSNotification = (title, body) => {
   if (typeof window === 'undefined' || !('Notification' in window)) return;
   if (Notification.permission !== 'granted') return;
@@ -36,17 +49,19 @@ class AggressiveAlertManager {
     this.audio = null;
     this.titleInterval = null;
     this.originalTitle = typeof document !== 'undefined' ? document.title : '';
+    // Map<conversationId, { level, kind, contactName, inboxName, minutes, triggeredAt, temporarilyHidden }>
     this.activeConversations = new Map();
   }
 
   ensureAudio() {
     if (this.audio) return;
     this.audio = new Audio(ALERT_AUDIO_PATH);
-    this.audio.loop = true;
   }
 
-  playSound() {
+  // Som em loop infinito (usado pro nível RED — urgência máxima)
+  playLoopSound() {
     this.ensureAudio();
+    this.audio.loop = true;
     const playPromise = this.audio.play();
     if (playPromise && typeof playPromise.catch === 'function') {
       playPromise.catch(() => {
@@ -55,18 +70,53 @@ class AggressiveAlertManager {
     }
   }
 
+  // Som 1x (usado pro ORANGE — chama atenção mas não satura)
+  playOnceSound() {
+    // Se já está tocando em loop pra outro alerta, não interfere.
+    if (this.hasLoopSound()) return;
+    this.ensureAudio();
+    this.audio.loop = false;
+    const playPromise = this.audio.play();
+    if (playPromise && typeof playPromise.catch === 'function') {
+      playPromise.catch(() => {});
+    }
+  }
+
+  hasLoopSound() {
+    // Loop está ativo se algum alerta no map tem level === RED e não está hidden.
+    return Array.from(this.activeConversations.values()).some(
+      entry => entry.level === LEVEL.RED && !entry.temporarilyHidden
+    );
+  }
+
   stopSound() {
     if (!this.audio) return;
     this.audio.pause();
     this.audio.currentTime = 0;
+    this.audio.loop = false;
+  }
+
+  // O título pisca se existir pelo menos 1 alerta visível com level ORANGE ou RED.
+  shouldFlashTitle() {
+    return Array.from(this.activeConversations.values()).some(
+      entry =>
+        !entry.temporarilyHidden &&
+        (entry.level === LEVEL.ORANGE || entry.level === LEVEL.RED)
+    );
+  }
+
+  countVisibleAlerts() {
+    return Array.from(this.activeConversations.values()).filter(
+      entry => !entry.temporarilyHidden
+    ).length;
   }
 
   updateTitleTick(toggle) {
-    const count = this.activeConversations.size;
-    if (count === 0) {
+    if (!this.shouldFlashTitle()) {
       document.title = this.originalTitle;
       return;
     }
+    const count = this.countVisibleAlerts();
     document.title = toggle
       ? `🚨 (${count}) CONVERSA ABERTA`
       : this.originalTitle;
@@ -74,6 +124,7 @@ class AggressiveAlertManager {
 
   startTitleFlash() {
     if (this.titleInterval) return;
+    if (!this.shouldFlashTitle()) return;
     let toggle = false;
     this.updateTitleTick(true);
     this.titleInterval = setInterval(() => {
@@ -90,49 +141,126 @@ class AggressiveAlertManager {
     document.title = this.originalTitle;
   }
 
-  trigger({ conversationId, contactName, inboxName, previousStatus }) {
-    if (!conversationId) return;
-    if (this.activeConversations.has(conversationId)) return;
+  // Re-avalia som + título após mudanças no map (trigger/dismiss/hide).
+  refreshOutputs() {
+    const hasLoop = this.hasLoopSound();
+    const shouldFlash = this.shouldFlashTitle();
 
-    this.activeConversations.set(conversationId, {
-      contactName: contactName || '—',
-      inboxName: inboxName || '',
-      previousStatus: previousStatus || '',
-      triggeredAt: Date.now(),
-    });
-
-    this.playSound();
-    showOSNotification(
-      '🚨 Conversa aberta aguardando resposta',
-      `${contactName || 'Cliente'} — ${inboxName || ''}`.trim()
-    );
-    vibrateDevice();
-    this.startTitleFlash();
-
-    emitter.emit(BUS_EVENTS.AGGRESSIVE_ALERT_TRIGGER, {
-      conversationId,
-      contactName,
-      inboxName,
-      previousStatus,
-      total: this.activeConversations.size,
-    });
-  }
-
-  dismiss(conversationId) {
-    if (!this.activeConversations.has(conversationId)) return;
-    this.activeConversations.delete(conversationId);
-
-    if (this.activeConversations.size === 0) {
-      this.stopSound();
-      this.stopTitleFlash();
+    if (hasLoop) {
+      this.playLoopSound();
     } else {
-      this.updateTitleTick(true);
+      this.stopSound();
     }
 
-    emitter.emit(BUS_EVENTS.AGGRESSIVE_ALERT_DISMISS, {
-      conversationId,
-      total: this.activeConversations.size,
+    if (shouldFlash) {
+      this.startTitleFlash();
+    } else {
+      this.stopTitleFlash();
+    }
+  }
+
+  /**
+   * Dispara ou escala um alerta.
+   * @param {Object} opts
+   * @param {number|string} opts.conversationId
+   * @param {string} opts.level - LEVEL.YELLOW | LEVEL.ORANGE | LEVEL.RED
+   * @param {string} opts.kind - 'reopened' | 'inactivity'
+   * @param {string} [opts.contactName]
+   * @param {string} [opts.inboxName]
+   * @param {number} [opts.minutes] - só pra inactivity (5/15/28)
+   */
+  trigger({
+    conversationId,
+    level = LEVEL.RED,
+    kind = 'reopened',
+    contactName,
+    inboxName,
+    minutes,
+  }) {
+    if (!conversationId) return;
+    const existing = this.activeConversations.get(conversationId);
+
+    // Escalada: se já existe e o novo level é MENOS severo, ignora.
+    // Se for mais severo, atualiza (ex: yellow → orange, inactivity).
+    if (existing) {
+      const currentSev = LEVEL_SEVERITY[existing.level] || 0;
+      const incomingSev = LEVEL_SEVERITY[level] || 0;
+      // Se o alerta tá "escondido temporariamente" e chegou novo, desesconde.
+      if (incomingSev >= currentSev || existing.temporarilyHidden) {
+        this.activeConversations.set(conversationId, {
+          ...existing,
+          level: incomingSev > currentSev ? level : existing.level,
+          kind: incomingSev > currentSev ? kind : existing.kind,
+          minutes: incomingSev > currentSev ? minutes : existing.minutes,
+          contactName: contactName || existing.contactName,
+          inboxName: inboxName || existing.inboxName,
+          temporarilyHidden: false,
+          triggeredAt: Date.now(),
+        });
+      }
+    } else {
+      this.activeConversations.set(conversationId, {
+        level,
+        kind,
+        contactName: contactName || '—',
+        inboxName: inboxName || '',
+        minutes: minutes || null,
+        triggeredAt: Date.now(),
+        temporarilyHidden: false,
+      });
+    }
+
+    // Som por nível
+    if (level === LEVEL.RED) {
+      this.playLoopSound();
+    } else if (level === LEVEL.ORANGE) {
+      this.playOnceSound();
+    }
+    // YELLOW: sem som
+
+    if (level === LEVEL.ORANGE || level === LEVEL.RED) {
+      showOSNotification(
+        '🚨 Conversa aguardando resposta',
+        `${contactName || 'Cliente'} — ${inboxName || ''}`.trim()
+      );
+      vibrateDevice();
+    }
+
+    this.startTitleFlash();
+    this.emitBusEvent(BUS_EVENTS.AGGRESSIVE_ALERT_TRIGGER, conversationId);
+  }
+
+  /**
+   * × — dismiss temporário. Remove do visual mas mantém no map como "hidden".
+   * Volta a aparecer se escalar (receber mais severo) ou receber nova mensagem.
+   * Pra limpar de verdade, o agente tem que responder (então o tracker chama
+   * dismissForReply).
+   */
+  hide(conversationId) {
+    const entry = this.activeConversations.get(conversationId);
+    if (!entry) return;
+    this.activeConversations.set(conversationId, {
+      ...entry,
+      temporarilyHidden: true,
     });
+    this.refreshOutputs();
+    this.emitBusEvent(BUS_EVENTS.AGGRESSIVE_ALERT_DISMISS, conversationId);
+  }
+
+  /**
+   * Dismiss definitivo — chamado quando o agente respondeu ou o tracker
+   * detectou que o cliente não é mais o último a mandar.
+   */
+  dismissForReply(conversationId) {
+    if (!this.activeConversations.has(conversationId)) return;
+    this.activeConversations.delete(conversationId);
+    this.refreshOutputs();
+    this.emitBusEvent(BUS_EVENTS.AGGRESSIVE_ALERT_DISMISS, conversationId);
+  }
+
+  // Mesmo que hide, mas pra API pública (botão × do banner)
+  dismiss(conversationId) {
+    this.hide(conversationId);
   }
 
   dismissAll() {
@@ -140,17 +268,33 @@ class AggressiveAlertManager {
     this.activeConversations.clear();
     this.stopSound();
     this.stopTitleFlash();
-    emitter.emit(BUS_EVENTS.AGGRESSIVE_ALERT_DISMISS, {
-      conversationId: null,
-      total: 0,
+    this.emitBusEvent(BUS_EVENTS.AGGRESSIVE_ALERT_DISMISS, null);
+  }
+
+  emitBusEvent(event, conversationId) {
+    emitter.emit(event, {
+      conversationId,
+      total: this.countVisibleAlerts(),
     });
   }
 
   getActiveConversations() {
-    return Array.from(this.activeConversations.entries()).map(([id, data]) => ({
-      id,
-      ...data,
-    }));
+    return Array.from(this.activeConversations.entries())
+      .filter(([, data]) => !data.temporarilyHidden)
+      .map(([id, data]) => ({ id, ...data }));
+  }
+
+  // Level mais alto entre os alertas visíveis — o banner usa pra cor do wrapper.
+  getMaxLevel() {
+    const visible = Array.from(this.activeConversations.values()).filter(
+      entry => !entry.temporarilyHidden
+    );
+    if (visible.length === 0) return null;
+    return visible.reduce((winner, entry) => {
+      const sevWinner = LEVEL_SEVERITY[winner] || 0;
+      const sevEntry = LEVEL_SEVERITY[entry.level] || 0;
+      return sevEntry > sevWinner ? entry.level : winner;
+    }, null);
   }
 }
 
diff --git a/app/javascript/dashboard/helper/inactivityAlertTracker.js b/app/javascript/dashboard/helper/inactivityAlertTracker.js
new file mode 100644
index 000000000..9ddf9efb3
--- /dev/null
+++ b/app/javascript/dashboard/helper/inactivityAlertTracker.js
@@ -0,0 +1,96 @@
+import aggressiveAlert, { LEVEL } from './aggressiveAlert';
+
+// Thresholds de inatividade. Cada um dispara UMA vez por conversa (enquanto
+// o cliente segue sendo o último a falar). Ordem: do menos urgente ao mais.
+const THRESHOLDS = [
+  { minutes: 5, level: LEVEL.YELLOW },
+  { minutes: 15, level: LEVEL.ORANGE },
+  { minutes: 28, level: LEVEL.RED },
+];
+
+// Checa o estado dos alertas a cada 20s — granularidade suficiente pra
+// não perder threshold (a menor janela entre thresholds é 5min = 300s).
+const CHECK_INTERVAL_MS = 20_000;
+
+class InactivityAlertTracker {
+  constructor() {
+    // Map<conversationId, { lastClientAt, firedMinutes: Set<number>, contactName, inboxName }>
+    this.conversations = new Map();
+    this.interval = null;
+    this.enabledGetter = () => true; // injetado pelo actionCable com o store
+  }
+
+  setEnabledGetter(fn) {
+    this.enabledGetter = fn;
+  }
+
+  start() {
+    if (this.interval) return;
+    this.interval = setInterval(() => this.tick(), CHECK_INTERVAL_MS);
+  }
+
+  stop() {
+    if (!this.interval) return;
+    clearInterval(this.interval);
+    this.interval = null;
+  }
+
+  /**
+   * Registra ou atualiza que o CLIENTE mandou mensagem em uma conversa aberta.
+   * Zera os thresholds se já existia (porque o relógio recomeça).
+   */
+  onClientMessage({ conversationId, contactName, inboxName }) {
+    if (!conversationId) return;
+    this.conversations.set(conversationId, {
+      lastClientAt: Date.now(),
+      firedMinutes: new Set(),
+      contactName: contactName || '—',
+      inboxName: inboxName || '',
+    });
+    this.start();
+  }
+
+  /**
+   * Limpa a conversa — agente respondeu ou cenário não mais aplicável.
+   * Também dá dismiss no banner pra parar som.
+   */
+  onAgentReplyOrResolved(conversationId) {
+    if (!conversationId) return;
+    if (this.conversations.has(conversationId)) {
+      this.conversations.delete(conversationId);
+    }
+    aggressiveAlert.dismissForReply(conversationId);
+    if (this.conversations.size === 0) this.stop();
+  }
+
+  tick() {
+    if (!this.enabledGetter()) return;
+    if (this.conversations.size === 0) {
+      this.stop();
+      return;
+    }
+    const now = Date.now();
+    Array.from(this.conversations.entries()).forEach(
+      ([conversationId, entry]) => {
+        const elapsedMin = (now - entry.lastClientAt) / 60000;
+        THRESHOLDS.forEach(t => {
+          if (elapsedMin < t.minutes) return;
+          if (entry.firedMinutes.has(t.minutes)) return;
+          entry.firedMinutes.add(t.minutes);
+          aggressiveAlert.trigger({
+            conversationId,
+            level: t.level,
+            kind: 'inactivity',
+            contactName: entry.contactName,
+            inboxName: entry.inboxName,
+            minutes: t.minutes,
+          });
+        });
+      }
+    );
+  }
+}
+
+const inactivityAlertTracker = new InactivityAlertTracker();
+
+export default inactivityAlertTracker;
diff --git a/app/javascript/dashboard/i18n/locale/en/aggressiveBanner.json b/app/javascript/dashboard/i18n/locale/en/aggressiveBanner.json
index d24c4f990..d04aa744e 100644
--- a/app/javascript/dashboard/i18n/locale/en/aggressiveBanner.json
+++ b/app/javascript/dashboard/i18n/locale/en/aggressiveBanner.json
@@ -1,13 +1,15 @@
 {
   "AGGRESSIVE_CONVERSATION_BANNER": {
-    "SINGLE": "Conversation waiting for a response!",
-    "MULTIPLE": "{count} conversations waiting for a response!",
-    "DISMISS_ALL": "Dismiss all",
-    "DISMISS_ONE": "Dismiss",
-    "CLOSE_ICON": "×",
-    "ALERT_ICON": "🚨",
-    "FROM_PENDING": "from pending",
-    "FROM_SNOOZED": "reopened (snoozed)",
-    "FROM_RESOLVED": "reopened (resolved)"
+    "HEADLINE_REOPENED": "🚨 Conversation reopened — reply now",
+    "HEADLINE_5": "⏰ {minutes} min without reply",
+    "HEADLINE_15": "⚠️ {minutes} MIN WITHOUT REPLY — respond!",
+    "HEADLINE_28": "🚨 {minutes} MIN WITHOUT REPLY — conversation will auto-close!",
+    "HEADLINE_MULTIPLE": "🚨 {count} conversations awaiting reply",
+    "EXPLANATION": "This alert only clears when you REPLY to the conversation. Clicking × hides temporarily — it comes back if you do not reply.",
+    "KIND_REOPENED": "just reopened",
+    "KIND_WAITING": "{minutes} min without reply",
+    "HIDE_ONE": "Hide",
+    "HIDE_ONE_TITLE": "Hide temporarily — comes back if you do not reply",
+    "HIDE_ICON": "×"
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/en/generalSettings.json b/app/javascript/dashboard/i18n/locale/en/generalSettings.json
index d924bffbd..b9dc61dc6 100644
--- a/app/javascript/dashboard/i18n/locale/en/generalSettings.json
+++ b/app/javascript/dashboard/i18n/locale/en/generalSettings.json
@@ -104,6 +104,14 @@
           "ERROR": "Failed to update audio transcription setting"
         }
       },
+      "AGGRESSIVE_ALERT": {
+        "TITLE": "Aggressive conversation alert (master switch)",
+        "NOTE": "When on, agents receive a banner + sound + OS notification when a conversation is reopened and at 5/15/28 min without reply. Each agent can still turn it off in their profile — this is the account-wide master. Off here = nobody receives.",
+        "API": {
+          "SUCCESS": "Aggressive alert setting updated",
+          "ERROR": "Failed to update aggressive alert setting"
+        }
+      },
       "AUTO_RESOLVE_DURATION": {
         "LABEL": "Inactivity duration for resolution",
         "HELP": "Duration after a conversation should auto resolve if there is no activity",
diff --git a/app/javascript/dashboard/i18n/locale/en/settings.json b/app/javascript/dashboard/i18n/locale/en/settings.json
index 7fe22491f..6a3f2dc35 100644
--- a/app/javascript/dashboard/i18n/locale/en/settings.json
+++ b/app/javascript/dashboard/i18n/locale/en/settings.json
@@ -35,6 +35,12 @@
           }
         }
       },
+      "AGGRESSIVE_ALERT": {
+        "SECTION_TITLE": "Aggressive conversation alert",
+        "SECTION_NOTE": "Triggers a banner, sound and OS notification when a conversation is reopened and every 5/15/28 minutes without reply. Only clears when YOU reply. Turn off for a silent shift — but own the risk.",
+        "TITLE": "Receive aggressive alerts",
+        "NOTE": "When on, you get a banner + sound + notification when a conversation reopens or goes X minutes without reply. Turn off at your own risk."
+      },
       "INTERFACE_SECTION": {
         "TITLE": "Interface",
         "NOTE": "Customize the look and feel of your Chatwoot dashboard.",
diff --git a/app/javascript/dashboard/i18n/locale/pt_BR/aggressiveBanner.json b/app/javascript/dashboard/i18n/locale/pt_BR/aggressiveBanner.json
index 69bee2174..158b028f8 100644
--- a/app/javascript/dashboard/i18n/locale/pt_BR/aggressiveBanner.json
+++ b/app/javascript/dashboard/i18n/locale/pt_BR/aggressiveBanner.json
@@ -1,13 +1,15 @@
 {
   "AGGRESSIVE_CONVERSATION_BANNER": {
-    "SINGLE": "Conversa aguardando resposta!",
-    "MULTIPLE": "{count} conversas aguardando resposta!",
-    "DISMISS_ALL": "Dispensar todas",
-    "DISMISS_ONE": "Dispensar",
-    "CLOSE_ICON": "×",
-    "ALERT_ICON": "🚨",
-    "FROM_PENDING": "saiu de pendente",
-    "FROM_SNOOZED": "reaberta (estava adiada)",
-    "FROM_RESOLVED": "reaberta (estava resolvida)"
+    "HEADLINE_REOPENED": "🚨 Conversa reaberta — responda agora",
+    "HEADLINE_5": "⏰ {minutes} min sem resposta",
+    "HEADLINE_15": "⚠️ {minutes} MIN SEM RESPOSTA — responda!",
+    "HEADLINE_28": "🚨 {minutes} MIN SEM RESPOSTA — conversa vai fechar!",
+    "HEADLINE_MULTIPLE": "🚨 {count} conversas aguardando resposta",
+    "EXPLANATION": "Este alerta só some quando você RESPONDER a conversa. Clicar no × esconde temporariamente — volta se não responder.",
+    "KIND_REOPENED": "reabriu agora",
+    "KIND_WAITING": "{minutes} min sem resposta",
+    "HIDE_ONE": "Esconder",
+    "HIDE_ONE_TITLE": "Esconde temporariamente — volta se não responder",
+    "HIDE_ICON": "×"
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/pt_BR/generalSettings.json b/app/javascript/dashboard/i18n/locale/pt_BR/generalSettings.json
index 28bdffdd9..7f85800e1 100644
--- a/app/javascript/dashboard/i18n/locale/pt_BR/generalSettings.json
+++ b/app/javascript/dashboard/i18n/locale/pt_BR/generalSettings.json
@@ -104,6 +104,14 @@
           "ERROR": "Falha ao atualizar configuração de transcrição de áudio"
         }
       },
+      "AGGRESSIVE_ALERT": {
+        "TITLE": "Alerta agressivo de conversa (master switch)",
+        "NOTE": "Quando ligado, atendentes recebem banner + som + notificação do SO quando uma conversa é reaberta e a cada 5/15/28 min sem resposta. Cada agente ainda pode desligar pra si no próprio perfil — este toggle é o mestre da conta. Desligar aqui = ninguém recebe.",
+        "API": {
+          "SUCCESS": "Alerta agressivo atualizado",
+          "ERROR": "Falha ao atualizar o alerta agressivo"
+        }
+      },
       "AUTO_RESOLVE_DURATION": {
         "LABEL": "Tempo de inatividade para resolução",
         "HELP": "Tempo de inatividade após o qual a conversa deve ser encerrada automaticamente",
diff --git a/app/javascript/dashboard/i18n/locale/pt_BR/settings.json b/app/javascript/dashboard/i18n/locale/pt_BR/settings.json
index 294a1f9a0..8483fd8df 100644
--- a/app/javascript/dashboard/i18n/locale/pt_BR/settings.json
+++ b/app/javascript/dashboard/i18n/locale/pt_BR/settings.json
@@ -35,6 +35,12 @@
           }
         }
       },
+      "AGGRESSIVE_ALERT": {
+        "SECTION_TITLE": "Alerta agressivo de conversa",
+        "SECTION_NOTE": "Ativa banner, som e notificação do SO quando uma conversa é reaberta e a cada 5/15/28 minutos sem resposta. Só some quando VOCÊ responder. Desativa se quiser turno silencioso — mas a casa cai se esquecer.",
+        "TITLE": "Receber alertas agressivos",
+        "NOTE": "Se ligado, você recebe banner + som + notificação quando uma conversa é reaberta ou fica X minutos sem resposta. Só desliga se souber o que está fazendo."
+      },
       "INTERFACE_SECTION": {
         "TITLE": "Interface",
         "NOTE": "Personalize a aparência do seu painel do Chatwoot.",
diff --git a/app/javascript/dashboard/routes/dashboard/settings/account/Index.vue b/app/javascript/dashboard/routes/dashboard/settings/account/Index.vue
index f796635c4..5ea140917 100644
--- a/app/javascript/dashboard/routes/dashboard/settings/account/Index.vue
+++ b/app/javascript/dashboard/routes/dashboard/settings/account/Index.vue
@@ -15,6 +15,7 @@ import AccountId from './components/AccountId.vue';
 import BuildInfo from './components/BuildInfo.vue';
 import AccountDelete from './components/AccountDelete.vue';
 import AudioTranscription from './components/AudioTranscription.vue';
+import AggressiveAlertSetting from './components/AggressiveAlertSetting.vue';
 import SectionLayout from './components/SectionLayout.vue';
 
 export default {
@@ -25,6 +26,7 @@ export default {
     BuildInfo,
     AccountDelete,
     AudioTranscription,
+    AggressiveAlertSetting,
     SectionLayout,
     WithLabel,
     NextInput,
@@ -232,6 +234,7 @@ export default {
       <woot-loading-state v-if="uiFlags.isFetchingItem" />
     </div>
     <AudioTranscription v-if="showAudioTranscriptionConfig" />
+    <AggressiveAlertSetting />
     <AccountId />
     <div v-if="!uiFlags.isFetchingItem && isOnChatwootCloud">
       <AccountDelete />
diff --git a/app/javascript/dashboard/routes/dashboard/settings/account/components/AggressiveAlertSetting.vue b/app/javascript/dashboard/routes/dashboard/settings/account/components/AggressiveAlertSetting.vue
new file mode 100644
index 000000000..15fff0574
--- /dev/null
+++ b/app/javascript/dashboard/routes/dashboard/settings/account/components/AggressiveAlertSetting.vue
@@ -0,0 +1,49 @@
+<script setup>
+import { ref, watch } from 'vue';
+import { useI18n } from 'vue-i18n';
+import { useAccount } from 'dashboard/composables/useAccount';
+import { useAlert } from 'dashboard/composables';
+import SectionLayout from './SectionLayout.vue';
+import Switch from 'next/switch/Switch.vue';
+
+const { t } = useI18n();
+// Default true — quando account ainda não carregou, assume ligado.
+const isEnabled = ref(true);
+
+const { currentAccount, updateAccount } = useAccount();
+
+watch(
+  currentAccount,
+  () => {
+    const settings = currentAccount.value?.settings || {};
+    // Só trata como false se explicitamente false; qualquer outro valor = ligado.
+    isEnabled.value = settings.aggressive_alert_enabled !== false;
+  },
+  { deep: true, immediate: true }
+);
+
+const toggle = async () => {
+  try {
+    await updateAccount({
+      aggressive_alert_enabled: isEnabled.value,
+    });
+    useAlert(t('GENERAL_SETTINGS.FORM.AGGRESSIVE_ALERT.API.SUCCESS'));
+  } catch (error) {
+    useAlert(t('GENERAL_SETTINGS.FORM.AGGRESSIVE_ALERT.API.ERROR'));
+  }
+};
+</script>
+
+<template>
+  <SectionLayout
+    :title="t('GENERAL_SETTINGS.FORM.AGGRESSIVE_ALERT.TITLE')"
+    :description="t('GENERAL_SETTINGS.FORM.AGGRESSIVE_ALERT.NOTE')"
+    with-border
+  >
+    <template #headerActions>
+      <div class="flex justify-end">
+        <Switch v-model="isEnabled" @change="toggle" />
+      </div>
+    </template>
+  </SectionLayout>
+</template>
diff --git a/app/javascript/dashboard/routes/dashboard/settings/profile/AggressiveAlertProfileSetting.vue b/app/javascript/dashboard/routes/dashboard/settings/profile/AggressiveAlertProfileSetting.vue
new file mode 100644
index 000000000..152c54f66
--- /dev/null
+++ b/app/javascript/dashboard/routes/dashboard/settings/profile/AggressiveAlertProfileSetting.vue
@@ -0,0 +1,37 @@
+<script setup>
+import { computed } from 'vue';
+import { useI18n } from 'vue-i18n';
+import { useUISettings } from 'dashboard/composables/useUISettings';
+import Switch from 'next/switch/Switch.vue';
+
+const { t } = useI18n();
+const { uiSettings, updateUISettings } = useUISettings();
+
+// Default true — só trata como false se estiver explicitamente como false.
+const isEnabled = computed({
+  get() {
+    return uiSettings.value?.aggressive_alert_enabled !== false;
+  },
+  set(value) {
+    updateUISettings({ aggressive_alert_enabled: value });
+  },
+});
+</script>
+
+<template>
+  <div
+    class="border border-solid rounded-lg border-n-weak p-4 bg-n-solid-1 flex items-start gap-4"
+  >
+    <div class="flex-1">
+      <h4 class="text-base font-semibold text-n-slate-12 mb-1">
+        {{ t('PROFILE_SETTINGS.FORM.AGGRESSIVE_ALERT.TITLE') }}
+      </h4>
+      <p class="text-sm text-n-slate-11 leading-normal">
+        {{ t('PROFILE_SETTINGS.FORM.AGGRESSIVE_ALERT.NOTE') }}
+      </p>
+    </div>
+    <div class="pt-1">
+      <Switch v-model="isEnabled" />
+    </div>
+  </div>
+</template>
diff --git a/app/javascript/dashboard/routes/dashboard/settings/profile/Index.vue b/app/javascript/dashboard/routes/dashboard/settings/profile/Index.vue
index cdfc9ccf9..98491800a 100644
--- a/app/javascript/dashboard/routes/dashboard/settings/profile/Index.vue
+++ b/app/javascript/dashboard/routes/dashboard/settings/profile/Index.vue
@@ -20,6 +20,7 @@ import AudioNotifications from './AudioNotifications.vue';
 import FormSection from 'dashboard/components/FormSection.vue';
 import AccessToken from './AccessToken.vue';
 import MfaSettingsCard from './MfaSettingsCard.vue';
+import AggressiveAlertProfileSetting from './AggressiveAlertProfileSetting.vue';
 import Policy from 'dashboard/components/policy.vue';
 import {
   ROLES,
@@ -41,6 +42,7 @@ export default {
     AudioNotifications,
     AccessToken,
     MfaSettingsCard,
+    AggressiveAlertProfileSetting,
   },
   setup() {
     const { isEditorHotKeyEnabled, updateUISettings } = useUISettings();
@@ -242,6 +244,12 @@ export default {
         @update-user="updateProfile"
       />
     </div>
+    <FormSection
+      :title="$t('PROFILE_SETTINGS.FORM.AGGRESSIVE_ALERT.SECTION_TITLE')"
+      :description="$t('PROFILE_SETTINGS.FORM.AGGRESSIVE_ALERT.SECTION_NOTE')"
+    >
+      <AggressiveAlertProfileSetting />
+    </FormSection>
     <FormSection
       :title="$t('PROFILE_SETTINGS.FORM.INTERFACE_SECTION.TITLE')"
       :description="
diff --git a/app/models/account.rb b/app/models/account.rb
index 3b2004cfa..5354364a2 100644
--- a/app/models/account.rb
+++ b/app/models/account.rb
@@ -90,6 +90,7 @@ 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
+  store_accessor :settings, :aggressive_alert_enabled
 
   has_many :account_users, dependent: :destroy_async
   has_many :agent_bot_inboxes, dependent: :destroy_async