Merge branch 'chatwoot:develop' into chatwoot/develop

2025-06-09 19:48:11 -03:00 · 2025-06-09 19:48:11 -03:00 · 53310d89c8
commit 53310d89c8
parent 6f52a8757f 3e73c1b4bc
85 changed files with 1556 additions and 351 deletions
--- a/app/controllers/api/v1/accounts/contacts_controller.rb
+++ b/app/controllers/api/v1/accounts/contacts_controller.rb
@ -14,7 +14,7 @@ class Api::V1::Accounts::ContactsController < Api::V1::Accounts::BaseController
  before_action :check_authorization
  before_action :set_current_page, only: [:index, :active, :search, :filter]
  before_action :fetch_contact, only: [:show, :update, :destroy, :avatar, :contactable_inboxes, :destroy_custom_attributes]
-  before_action :set_include_contact_inboxes, only: [:index, :search, :filter, :show, :update]
+  before_action :set_include_contact_inboxes, only: [:index, :active, :search, :filter, :show, :update]

  def index
    @contacts_count = resolved_contacts.count
@ -56,7 +56,7 @@ class Api::V1::Accounts::ContactsController < Api::V1::Accounts::BaseController
    contacts = Current.account.contacts.where(id: ::OnlineStatusTracker
                  .get_available_contact_ids(Current.account.id))
    @contacts_count = contacts.count
-    @contacts = contacts.page(@current_page)
+    @contacts = fetch_contacts(contacts)
  end

  def show; end
--- a/app/controllers/api/v1/accounts/conversations_controller.rb
+++ b/app/controllers/api/v1/accounts/conversations_controller.rb
@ -124,6 +124,12 @@ class Api::V1::Accounts::ConversationsController < Api::V1::Accounts::BaseContro
    @conversation.save!
  end

+  def destroy
+    authorize @conversation, :destroy?
+    ::DeleteObjectJob.perform_later(@conversation, Current.user, request.ip)
+    head :ok
+  end
+
  private

  def permitted_update_params
--- a/app/controllers/api/v1/accounts_controller.rb
+++ b/app/controllers/api/v1/accounts_controller.rb
@ -92,7 +92,7 @@ class Api::V1::AccountsController < Api::BaseController
  end

  def settings_params
-    params.permit(:auto_resolve_after, :auto_resolve_message, :auto_resolve_ignore_waiting, :auto_resolve_label)
+    params.permit(:auto_resolve_after, :auto_resolve_message, :auto_resolve_ignore_waiting, :audio_transcriptions, :auto_resolve_label)
  end

  def check_signup_enabled
--- a/app/controllers/oauth_callback_controller.rb
+++ b/app/controllers/oauth_callback_controller.rb
@ -71,6 +71,7 @@ class OauthCallbackController < ApplicationController
  def create_channel_with_inbox
    ActiveRecord::Base.transaction do
      channel_email = Channel::Email.create!(email: users_data['email'], account: account)
+
      account.inboxes.create!(
        account: account,
        channel: channel_email,
--- a/app/controllers/super_admin/account_users_controller.rb
+++ b/app/controllers/super_admin/account_users_controller.rb
@ -2,6 +2,13 @@ class SuperAdmin::AccountUsersController < SuperAdmin::ApplicationController
  # Overwrite any of the RESTful controller actions to implement custom behavior
  # For example, you may want to send an email after a foo is updated.
  #
+
+  # Since account/user page - account user role attribute links to the show page
+  # Handle with a redirect to the user show page
+  def show
+    redirect_to super_admin_user_path(requested_resource.user)
+  end
+
  def create
    resource = resource_class.new(resource_params)
    authorize_resource(resource)
--- a/app/javascript/dashboard/api/contacts.js
+++ b/app/javascript/dashboard/api/contacts.js
@ -61,6 +61,11 @@ class ContactAPI extends ApiClient {
    return axios.get(requestURL);
  }

+  active(page = 1, sortAttr = 'name') {
+    let requestURL = `${this.url}/active?${buildContactParams(page, sortAttr)}`;
+    return axios.get(requestURL);
+  }
+
  // eslint-disable-next-line default-param-last
  filter(page = 1, sortAttr = 'name', queryPayload) {
    let requestURL = `${this.url}/filter?${buildContactParams(page, sortAttr)}`;
--- a/app/javascript/dashboard/api/inbox/conversation.js
+++ b/app/javascript/dashboard/api/inbox/conversation.js
@ -137,6 +137,10 @@ class ConversationApi extends ApiClient {
  getInboxAssistant(conversationId) {
    return axios.get(`${this.url}/${conversationId}/inbox_assistant`);
  }
+
+  delete(conversationId) {
+    return axios.delete(`${this.url}/${conversationId}`);
+  }
 }

 export default new ConversationApi();
--- a/app/javascript/dashboard/components-next/Contacts/ContactsCard/ContactsCard.vue
+++ b/app/javascript/dashboard/components-next/Contacts/ContactsCard/ContactsCard.vue
@ -17,6 +17,7 @@ const props = defineProps({
  additionalAttributes: { type: Object, default: () => ({}) },
  phoneNumber: { type: String, default: '' },
  thumbnail: { type: String, default: '' },
+  availabilityStatus: { type: String, default: null },
  isExpanded: { type: Boolean, default: false },
  isUpdating: { type: Boolean, default: false },
 });
@ -92,7 +93,13 @@ const onClickViewDetails = () => emit('showContact', props.id);
 <template>
  <CardLayout :key="id" layout="row">
    <div class="flex items-center justify-start flex-1 gap-4">
-      <Avatar :name="name" :src="thumbnail" :size="48" rounded-full />
+      <Avatar
+        :name="name"
+        :src="thumbnail"
+        :size="48"
+        :status="availabilityStatus"
+        rounded-full
+      />
      <div class="flex flex-col gap-0.5 flex-1">
        <div class="flex flex-wrap items-center gap-x-4 gap-y-1">
          <span class="text-base font-medium truncate text-n-slate-12">
--- a/app/javascript/dashboard/components-next/Contacts/ContactsHeader/ContactHeader.vue
+++ b/app/javascript/dashboard/components-next/Contacts/ContactsHeader/ContactHeader.vue
@ -7,42 +7,16 @@ import ContactMoreActions from './components/ContactMoreActions.vue';
 import ComposeConversation from 'dashboard/components-next/NewConversation/ComposeConversation.vue';

 defineProps({
-  showSearch: {
-    type: Boolean,
-    default: true,
-  },
-  searchValue: {
-    type: String,
-    default: '',
-  },
-  headerTitle: {
-    type: String,
-    required: true,
-  },
-  buttonLabel: {
-    type: String,
-    default: '',
-  },
-  activeSort: {
-    type: String,
-    default: 'last_activity_at',
-  },
-  activeOrdering: {
-    type: String,
-    default: '',
-  },
-  isSegmentsView: {
-    type: Boolean,
-    default: false,
-  },
-  hasActiveFilters: {
-    type: Boolean,
-    default: false,
-  },
-  isLabelView: {
-    type: Boolean,
-    default: false,
-  },
+  showSearch: { type: Boolean, default: true },
+  searchValue: { type: String, default: '' },
+  headerTitle: { type: String, required: true },
+  buttonLabel: { type: String, default: '' },
+  activeSort: { type: String, default: 'last_activity_at' },
+  activeOrdering: { type: String, default: '' },
+  isSegmentsView: { type: Boolean, default: false },
+  hasActiveFilters: { type: Boolean, default: false },
+  isLabelView: { type: Boolean, default: false },
+  isActiveView: { type: Boolean, default: false },
 });

 const emit = defineEmits([
@ -85,7 +59,7 @@ const emit = defineEmits([
          </Input>
        </div>
        <div class="flex items-center gap-2">
-          <div v-if="!isLabelView" class="relative">
+          <div v-if="!isLabelView && !isActiveView" class="relative">
            <Button
              id="toggleContactsFilterButton"
              :icon="
@ -105,7 +79,12 @@ const emit = defineEmits([
            <slot name="filter" />
          </div>
          <Button
-            v-if="hasActiveFilters && !isSegmentsView && !isLabelView"
+            v-if="
+              hasActiveFilters &&
+              !isSegmentsView &&
+              !isLabelView &&
+              !isActiveView
+            "
            icon="i-lucide-save"
            color="slate"
            size="sm"
@ -113,7 +92,7 @@ const emit = defineEmits([
            @click="emit('createSegment')"
          />
          <Button
-            v-if="isSegmentsView && !isLabelView"
+            v-if="isSegmentsView && !isLabelView && !isActiveView"
            icon="i-lucide-trash"
            color="slate"
            size="sm"
--- a/app/javascript/dashboard/components-next/Contacts/ContactsHeader/ContactListHeaderWrapper.vue
+++ b/app/javascript/dashboard/components-next/Contacts/ContactsHeader/ContactListHeaderWrapper.vue
@ -36,6 +36,7 @@ const props = defineProps({
  activeSegment: { type: Object, default: null },
  hasAppliedFilters: { type: Boolean, default: false },
  isLabelView: { type: Boolean, default: false },
+  isActiveView: { type: Boolean, default: false },
 });

 const emit = defineEmits([
@ -277,6 +278,7 @@ defineExpose({
    :header-title="headerTitle"
    :is-segments-view="hasActiveSegments"
    :is-label-view="isLabelView"
+    :is-active-view="isActiveView"
    :has-active-filters="hasAppliedFilters"
    :button-label="t('CONTACTS_LAYOUT.HEADER.MESSAGE_BUTTON')"
    @search="emit('search', $event)"
--- a/app/javascript/dashboard/components-next/Contacts/ContactsListLayout.vue
+++ b/app/javascript/dashboard/components-next/Contacts/ContactsListLayout.vue
@ -6,7 +6,7 @@ import ContactListHeaderWrapper from 'dashboard/components-next/Contacts/Contact
 import ContactsActiveFiltersPreview from 'dashboard/components-next/Contacts/ContactsHeader/components/ContactsActiveFiltersPreview.vue';
 import PaginationFooter from 'dashboard/components-next/pagination/PaginationFooter.vue';

-defineProps({
+const props = defineProps({
  searchValue: { type: String, default: '' },
  headerTitle: { type: String, default: '' },
  showPaginationFooter: { type: Boolean, default: true },
@ -37,10 +37,23 @@ const isNotSegmentView = computed(() => {
  return route.name !== 'contacts_dashboard_segments_index';
 });

+const isActiveView = computed(() => {
+  return route.name === 'contacts_dashboard_active';
+});
+
 const isLabelView = computed(
  () => route.name === 'contacts_dashboard_labels_index'
 );

+const showActiveFiltersPreview = computed(() => {
+  return (
+    (props.hasAppliedFilters || !isNotSegmentView.value) &&
+    !props.isFetchingList &&
+    !isLabelView.value &&
+    !isActiveView.value
+  );
+});
+
 const updateCurrentPage = page => {
  emit('update:currentPage', page);
 };
@ -57,7 +70,7 @@ const openFilter = () => {
    <div class="flex flex-col w-full h-full transition-all duration-300">
      <ContactListHeaderWrapper
        ref="contactListHeaderWrapper"
-        :show-search="isNotSegmentView"
+        :show-search="isNotSegmentView && !isActiveView"
        :search-value="searchValue"
        :active-sort="activeSort"
        :active-ordering="activeOrdering"
@ -66,6 +79,7 @@ const openFilter = () => {
        :segments-id="segmentsId"
        :has-applied-filters="hasAppliedFilters"
        :is-label-view="isLabelView"
+        :is-active-view="isActiveView"
        @update:sort="emit('update:sort', $event)"
        @search="emit('search', $event)"
        @apply-filter="emit('applyFilter', $event)"
@ -74,11 +88,7 @@ const openFilter = () => {
      <main class="flex-1 overflow-y-auto">
        <div class="w-full mx-auto max-w-[60rem]">
          <ContactsActiveFiltersPreview
-            v-if="
-              (hasAppliedFilters || !isNotSegmentView) &&
-              !isFetchingList &&
-              !isLabelView
-            "
+            v-if="showActiveFiltersPreview"
            :active-segment="activeSegment"
            @clear-filters="emit('clearFilters')"
            @open-filter="openFilter"
--- a/app/javascript/dashboard/components-next/Contacts/Pages/ContactsList.vue
+++ b/app/javascript/dashboard/components-next/Contacts/Pages/ContactsList.vue
@ -71,6 +71,7 @@ const toggleExpanded = id => {
      :thumbnail="contact.thumbnail"
      :phone-number="contact.phoneNumber"
      :additional-attributes="contact.additionalAttributes"
+      :availability-status="contact.availabilityStatus"
      :is-expanded="expandedCardId === contact.id"
      :is-updating="isUpdating"
      @toggle="toggleExpanded(contact.id)"
--- a/app/javascript/dashboard/components-next/Editor/Editor.vue
+++ b/app/javascript/dashboard/components-next/Editor/Editor.vue
@ -4,38 +4,14 @@ import { computed, ref, watch, useSlots } from 'vue';
 import WootEditor from 'dashboard/components/widgets/WootWriter/Editor.vue';

 const props = defineProps({
-  modelValue: {
-    type: String,
-    default: '',
-  },
-  label: {
-    type: String,
-    default: '',
-  },
-  placeholder: {
-    type: String,
-    default: '',
-  },
-  focusOnMount: {
-    type: Boolean,
-    default: false,
-  },
-  maxLength: {
-    type: Number,
-    default: 200,
-  },
-  showCharacterCount: {
-    type: Boolean,
-    default: true,
-  },
-  disabled: {
-    type: Boolean,
-    default: false,
-  },
-  message: {
-    type: String,
-    default: '',
-  },
+  modelValue: { type: String, default: '' },
+  label: { type: String, default: '' },
+  placeholder: { type: String, default: '' },
+  focusOnMount: { type: Boolean, default: false },
+  maxLength: { type: Number, default: 200 },
+  showCharacterCount: { type: Boolean, default: true },
+  disabled: { type: Boolean, default: false },
+  message: { type: String, default: '' },
  messageType: {
    type: String,
    default: 'info',
@ -43,6 +19,7 @@ const props = defineProps({
  },
  enableVariables: { type: Boolean, default: false },
  enableCannedResponses: { type: Boolean, default: true },
+  enabledMenuOptions: { type: Array, default: () => [] },
 });

 const emit = defineEmits(['update:modelValue']);
@ -120,6 +97,7 @@ watch(
        :disabled="disabled"
        :enable-variables="enableVariables"
        :enable-canned-responses="enableCannedResponses"
+        :enabled-menu-options="enabledMenuOptions"
        @input="handleInput"
        @focus="handleFocus"
        @blur="handleBlur"
--- a/app/javascript/dashboard/components-next/copilot/CopilotEmptyState.vue
+++ b/app/javascript/dashboard/components-next/copilot/CopilotEmptyState.vue
@ -46,8 +46,6 @@ const getCurrentRoute = () => {
  const path = route.path;
  if (path.includes('/conversations')) return 'conversations';
  if (path.includes('/dashboard')) return 'dashboard';
-  if (path.includes('/contacts')) return 'contacts';
-  if (path.includes('/articles')) return 'articles';
  return 'dashboard';
 };

--- a/app/javascript/dashboard/components-next/message/chips/Audio.vue
+++ b/app/javascript/dashboard/components-next/message/chips/Audio.vue
@ -109,49 +109,58 @@ const downloadAudio = async () => {
  </audio>
  <div
    v-bind="$attrs"
-    class="rounded-xl w-full gap-1 p-1.5 bg-n-alpha-white flex items-center border border-n-container shadow-[0px_2px_8px_0px_rgba(94,94,94,0.06)]"
+    class="rounded-xl w-full gap-2 p-1.5 bg-n-alpha-white flex flex-col items-center border border-n-container shadow-[0px_2px_8px_0px_rgba(94,94,94,0.06)]"
  >
-    <button class="p-0 border-0 size-8" @click="playOrPause">
-      <Icon
-        v-if="isPlaying"
-        class="size-8"
-        icon="i-teenyicons-pause-small-solid"
-      />
-      <Icon v-else class="size-8" icon="i-teenyicons-play-small-solid" />
-    </button>
-    <div class="tabular-nums text-xs">
-      {{ formatTime(currentTime) }} / {{ formatTime(duration) }}
+    <div class="flex gap-1 w-full flex-1 items-center justify-start">
+      <button class="p-0 border-0 size-8" @click="playOrPause">
+        <Icon
+          v-if="isPlaying"
+          class="size-8"
+          icon="i-teenyicons-pause-small-solid"
+        />
+        <Icon v-else class="size-8" icon="i-teenyicons-play-small-solid" />
+      </button>
+      <div class="tabular-nums text-xs">
+        {{ formatTime(currentTime) }} / {{ formatTime(duration) }}
+      </div>
+      <div class="flex-1 items-center flex px-2">
+        <input
+          type="range"
+          min="0"
+          :max="duration"
+          :value="currentTime"
+          class="w-full h-1 bg-n-slate-12/40 rounded-lg appearance-none cursor-pointer accent-current"
+          @input="seek"
+        />
+      </div>
+      <button
+        class="border-0 w-10 h-6 grid place-content-center bg-n-alpha-2 hover:bg-alpha-3 rounded-2xl"
+        @click="changePlaybackSpeed"
+      >
+        <span class="text-xs text-n-slate-11 font-medium">
+          {{ playbackSpeedLabel }}
+        </span>
+      </button>
+      <button
+        class="p-0 border-0 size-8 grid place-content-center"
+        @click="toggleMute"
+      >
+        <Icon v-if="isMuted" class="size-4" icon="i-lucide-volume-off" />
+        <Icon v-else class="size-4" icon="i-lucide-volume-2" />
+      </button>
+      <button
+        class="p-0 border-0 size-8 grid place-content-center"
+        @click="downloadAudio"
+      >
+        <Icon class="size-4" icon="i-lucide-download" />
+      </button>
    </div>
-    <div class="flex-1 items-center flex px-2">
-      <input
-        type="range"
-        min="0"
-        :max="duration"
-        :value="currentTime"
-        class="w-full h-1 bg-n-slate-12/40 rounded-lg appearance-none cursor-pointer accent-current"
-        @input="seek"
-      />
+
+    <div
+      v-if="attachment.transcribedText"
+      class="text-n-slate-12 p-3 text-sm bg-n-alpha-1 rounded-lg w-full break-words"
+    >
+      {{ attachment.transcribedText }}
    </div>
-    <button
-      class="border-0 w-10 h-6 grid place-content-center bg-n-alpha-2 hover:bg-alpha-3 rounded-2xl"
-      @click="changePlaybackSpeed"
-    >
-      <span class="text-xs text-n-slate-11 font-medium">
-        {{ playbackSpeedLabel }}
-      </span>
-    </button>
-    <button
-      class="p-0 border-0 size-8 grid place-content-center"
-      @click="toggleMute"
-    >
-      <Icon v-if="isMuted" class="size-4" icon="i-lucide-volume-off" />
-      <Icon v-else class="size-4" icon="i-lucide-volume-2" />
-    </button>
-    <button
-      class="p-0 border-0 size-8 grid place-content-center"
-      @click="downloadAudio"
-    >
-      <Icon class="size-4" icon="i-lucide-download" />
-    </button>
  </div>
 </template>
--- a/app/javascript/dashboard/components-next/sidebar/Sidebar.vue
+++ b/app/javascript/dashboard/components-next/sidebar/Sidebar.vue
@ -235,6 +235,12 @@ const menuItems = computed(() => {
          ),
          activeOn: ['contacts_dashboard_index', 'contacts_edit'],
        },
+        {
+          name: 'Active',
+          label: t('SIDEBAR.ACTIVE'),
+          to: accountScopedRoute('contacts_dashboard_active'),
+          activeOn: ['contacts_dashboard_active'],
+        },
        {
          name: 'Segments',
          icon: 'i-lucide-group',
--- a/app/javascript/dashboard/components/ChatList.vue
+++ b/app/javascript/dashboard/components/ChatList.vue
@ -22,6 +22,7 @@ import {
 // https://tanstack.com/virtual/latest/docs/framework/vue/examples/variable
 import { DynamicScroller, DynamicScrollerItem } from 'vue-virtual-scroller';
 import ChatListHeader from './ChatListHeader.vue';
+import Dialog from 'dashboard/components-next/dialog/Dialog.vue';
 import ConversationFilter from 'next/filter/ConversationFilter.vue';
 import SaveCustomView from 'next/filter/SaveCustomView.vue';
 import ChatTypeTabs from './widgets/ChatTypeTabs.vue';
@ -82,6 +83,7 @@ const emit = defineEmits(['conversationLoad']);
 const { uiSettings } = useUISettings();
 const { t } = useI18n();
 const router = useRouter();
+const route = useRoute();
 const store = useStore();

 const conversationListRef = ref(null);
@ -646,6 +648,30 @@ function openLastItemAfterDeleteInFolder() {
  }
 }

+function redirectToConversationList() {
+  const {
+    params: { accountId, inbox_id: inboxId, label, teamId },
+    name,
+  } = route;
+
+  let conversationType = '';
+  if (isOnMentionsView({ route: { name } })) {
+    conversationType = 'mention';
+  } else if (isOnUnattendedView({ route: { name } })) {
+    conversationType = 'unattended';
+  }
+  router.push(
+    conversationListPageURL({
+      accountId,
+      conversationType: conversationType,
+      customViewId: props.foldersId,
+      inboxId,
+      label,
+      teamId,
+    })
+  );
+}
+
 async function assignPriority(priority, conversationId = null) {
  store.dispatch('setCurrentChatPriority', {
    priority,
@ -670,26 +696,7 @@ async function markAsUnread(conversationId) {
    await store.dispatch('markMessagesUnread', {
      id: conversationId,
    });
-    const {
-      params: { accountId, inbox_id: inboxId, label, teamId },
-      name,
-    } = useRoute();
-    let conversationType = '';
-    if (isOnMentionsView({ route: { name } })) {
-      conversationType = 'mention';
-    } else if (isOnUnattendedView({ route: { name } })) {
-      conversationType = 'unattended';
-    }
-    router.push(
-      conversationListPageURL({
-        accountId,
-        conversationType: conversationType,
-        customViewId: props.foldersId,
-        inboxId,
-        label,
-        teamId,
-      })
-    );
+    redirectToConversationList();
  } catch (error) {
    // Ignore error
  }
@ -703,6 +710,7 @@ async function markAsRead(conversationId) {
    // Ignore error
  }
 }
+
 async function onAssignTeam(team, conversationId = null) {
  try {
    await store.dispatch('assignTeam', {
@ -764,6 +772,26 @@ onMounted(() => {
  }
 });

+const deleteConversationDialogRef = ref(null);
+const selectedConversationId = ref(null);
+
+async function deleteConversation() {
+  try {
+    await store.dispatch('deleteConversation', selectedConversationId.value);
+    redirectToConversationList();
+    selectedConversationId.value = null;
+    deleteConversationDialogRef.value.close();
+    useAlert(t('CONVERSATION.SUCCESS_DELETE_CONVERSATION'));
+  } catch (error) {
+    useAlert(t('CONVERSATION.FAIL_DELETE_CONVERSATION'));
+  }
+}
+
+const handleDelete = conversationId => {
+  selectedConversationId.value = conversationId;
+  deleteConversationDialogRef.value.open();
+};
+
 provide('selectConversation', selectConversation);
 provide('deSelectConversation', deSelectConversation);
 provide('assignAgent', onAssignAgent);
@ -775,6 +803,7 @@ provide('markAsUnread', markAsUnread);
 provide('markAsRead', markAsRead);
 provide('assignPriority', assignPriority);
 provide('isConversationSelected', isConversationSelected);
+provide('deleteConversation', handleDelete);

 watch(activeTeam, () => resetAndFetchData());

@ -938,6 +967,19 @@ watch(conversationFilters, (newVal, oldVal) => {
        </template>
      </DynamicScroller>
    </div>
+    <Dialog
+      ref="deleteConversationDialogRef"
+      type="alert"
+      :title="
+        $t('CONVERSATION.DELETE_CONVERSATION.TITLE', {
+          conversationId: selectedConversationId,
+        })
+      "
+      :description="$t('CONVERSATION.DELETE_CONVERSATION.DESCRIPTION')"
+      :confirm-button-label="$t('CONVERSATION.DELETE_CONVERSATION.CONFIRM')"
+      @confirm="deleteConversation"
+      @close="selectedConversationId = null"
+    />
    <TeleportWithDirection
      v-if="showAdvancedFilters"
      to="#conversationFilterTeleportTarget"
--- a/app/javascript/dashboard/components/ConversationItem.vue
+++ b/app/javascript/dashboard/components/ConversationItem.vue
@ -16,6 +16,7 @@ export default {
    'markAsRead',
    'assignPriority',
    'isConversationSelected',
+    'deleteConversation',
  ],
  props: {
    source: {
@ -67,5 +68,6 @@ export default {
    @mark-as-unread="markAsUnread"
    @mark-as-read="markAsRead"
    @assign-priority="assignPriority"
+    @delete-conversation="deleteConversation"
  />
 </template>
--- a/app/javascript/dashboard/components/layout/config/sidebarItems/contacts.js
+++ b/app/javascript/dashboard/components/layout/config/sidebarItems/contacts.js
@ -9,6 +9,7 @@ const contacts = accountId => ({
    'contacts_edit',
    'contacts_edit_segment',
    'contacts_edit_label',
+    'contacts_dashboard_active',
  ],
  menuItems: [
    {
@ -18,6 +19,13 @@ const contacts = accountId => ({
      toState: frontendURL(`accounts/${accountId}/contacts?page=1`),
      toStateName: 'contacts_dashboard_index',
    },
+    {
+      icon: 'visitor-contacts',
+      label: 'ACTIVE',
+      hasSubMenu: false,
+      toState: frontendURL(`accounts/${accountId}/contacts/active`),
+      toStateName: 'contacts_dashboard_active',
+    },
  ],
 });

--- a/app/javascript/dashboard/components/widgets/conversation/ConversationCard.vue
+++ b/app/javascript/dashboard/components/widgets/conversation/ConversationCard.vue
@ -78,6 +78,7 @@ export default {
    'markAsRead',
    'assignPriority',
    'updateConversationStatus',
+    'deleteConversation',
  ],
  data() {
    return {
@ -237,6 +238,10 @@ export default {
      this.$emit('assignPriority', priority, this.chat.id);
      this.closeContextMenu();
    },
+    async deleteConversation() {
+      this.$emit('deleteConversation', this.chat.id);
+      this.closeContextMenu();
+    },
  },
 };
 </script>
@ -363,6 +368,7 @@ export default {
        @mark-as-unread="markAsUnread"
        @mark-as-read="markAsRead"
        @assign-priority="assignPriority"
+        @delete-conversation="deleteConversation"
      />
    </ContextMenu>
  </div>
--- a/app/javascript/dashboard/components/widgets/conversation/contextMenu/Index.vue
+++ b/app/javascript/dashboard/components/widgets/conversation/contextMenu/Index.vue
@ -8,6 +8,7 @@ import MenuItem from './menuItem.vue';
 import MenuItemWithSubmenu from './menuItemWithSubmenu.vue';
 import wootConstants from 'dashboard/constants/globals';
 import AgentLoadingPlaceholder from './agentLoadingPlaceholder.vue';
+import { useAdmin } from 'dashboard/composables/useAdmin';

 export default {
  components: {
@ -45,7 +46,14 @@ export default {
    'assignAgent',
    'assignTeam',
    'assignLabel',
+    'deleteConversation',
  ],
+  setup() {
+    const { isAdmin } = useAdmin();
+    return {
+      isAdmin,
+    };
+  },
  data() {
    return {
      STATUS_TYPE: wootConstants.STATUS_TYPE,
@ -121,6 +129,11 @@ export default {
        icon: 'people-team-add',
        label: this.$t('CONVERSATION.CARD_CONTEXT_MENU.ASSIGN_TEAM'),
      },
+      deleteOption: {
+        key: 'delete',
+        icon: 'delete',
+        label: this.$t('CONVERSATION.CARD_CONTEXT_MENU.DELETE'),
+      },
    };
  },
  computed: {
@ -178,6 +191,9 @@ export default {
    assignPriority(priority) {
      this.$emit('assignPriority', priority);
    },
+    deleteConversation() {
+      this.$emit('deleteConversation', this.chatId);
+    },
    show(key) {
      // If the conversation status is same as the action, then don't display the option
      // i.e.: Don't show an option to resolve if the conversation is already resolved.
@ -277,5 +293,13 @@ export default {
        @click.stop="$emit('assignTeam', team)"
      />
    </MenuItemWithSubmenu>
+    <template v-if="isAdmin">
+      <hr class="m-1 rounded border-b border-n-weak dark:border-n-weak" />
+      <MenuItem
+        :option="deleteOption"
+        variant="icon"
+        @click.stop="deleteConversation"
+      />
+    </template>
  </div>
 </template>
--- a/app/javascript/dashboard/constants/editor.js
+++ b/app/javascript/dashboard/constants/editor.js
@ -33,6 +33,14 @@ export const ARTICLE_EDITOR_MENU_OPTIONS = [
  'code',
 ];

+export const WIDGET_BUILDER_EDITOR_MENU_OPTIONS = [
+  'strong',
+  'em',
+  'link',
+  'undo',
+  'redo',
+];
+
 export const MESSAGE_EDITOR_IMAGE_RESIZES = [
  {
    name: 'Small',
--- a/app/javascript/dashboard/helper/auditlogHelper.js
+++ b/app/javascript/dashboard/helper/auditlogHelper.js
@ -36,6 +36,7 @@ const translationKeys = {
  'teammember:create': `AUDIT_LOGS.TEAM_MEMBER.ADD`,
  'teammember:destroy': `AUDIT_LOGS.TEAM_MEMBER.REMOVE`,
  'account:update': `AUDIT_LOGS.ACCOUNT.EDIT`,
+  'conversation:destroy': `AUDIT_LOGS.CONVERSATION.DELETE`,
 };

 function extractAttrChange(attrChange) {
@ -168,6 +169,11 @@ export function generateTranslationPayload(auditLogItem, agentList) {
  const auditableType = auditLogItem.auditable_type.toLowerCase();
  const action = auditLogItem.action.toLowerCase();

+  if (auditableType === 'conversation' && action === 'destroy') {
+    translationPayload.id =
+      auditLogItem.audited_changes?.display_id || auditLogItem.auditable_id;
+  }
+
  if (auditableType === 'accountuser') {
    translationPayload = handleAccountUser(
      auditLogItem,
--- a/app/javascript/dashboard/i18n/locale/en/auditLogs.json
+++ b/app/javascript/dashboard/i18n/locale/en/auditLogs.json
@ -69,6 +69,9 @@
    },
    "ACCOUNT": {
      "EDIT": "{agentName} updated the account configuration (#{id})"
+    },
+    "CONVERSATION": {
+      "DELETE": "{agentName} deleted conversation #{id}"
    }
  }
 }
--- a/app/javascript/dashboard/i18n/locale/en/contact.json
+++ b/app/javascript/dashboard/i18n/locale/en/contact.json
@ -286,6 +286,7 @@
    "HEADER": {
      "TITLE": "Contacts",
      "SEARCH_TITLE": "Search contacts",
+      "ACTIVE_TITLE": "Active contacts",
      "SEARCH_PLACEHOLDER": "Search...",
      "MESSAGE_BUTTON": "Message",
      "SEND_MESSAGE": "Send message",
@ -560,7 +561,8 @@
      "SUBTITLE": "Start adding new contacts by clicking on the button below",
      "BUTTON_LABEL": "Add contact",
      "SEARCH_EMPTY_STATE_TITLE": "No contacts matches your search 🔍",
-      "LIST_EMPTY_STATE_TITLE": "No contacts available in this view 📋"
+      "LIST_EMPTY_STATE_TITLE": "No contacts available in this view 📋",
+      "ACTIVE_EMPTY_STATE_TITLE": "No contacts are active at the moment 🌙"
    }
  },

--- a/app/javascript/dashboard/i18n/locale/en/conversation.json
+++ b/app/javascript/dashboard/i18n/locale/en/conversation.json
@ -118,6 +118,11 @@
        "FAILED": "Couldn't change priority. Please try again."
      }
    },
+    "DELETE_CONVERSATION": {
+      "TITLE": "Delete conversation #{conversationId}",
+      "DESCRIPTION": "Are you sure you want to delete this conversation?",
+      "CONFIRM": "Delete"
+    },
    "CARD_CONTEXT_MENU": {
      "PENDING": "Mark as pending",
      "RESOLVED": "Mark as resolved",
@ -134,6 +139,7 @@
      "ASSIGN_LABEL": "Assign label",
      "AGENTS_LOADING": "Loading agents...",
      "ASSIGN_TEAM": "Assign team",
+      "DELETE": "Delete conversation",
      "API": {
        "AGENT_ASSIGNMENT": {
          "SUCCESFUL": "Conversation id {conversationId} assigned to \"{agentName}\"",
@ -208,6 +214,8 @@
    "ASSIGN_LABEL_SUCCESFUL": "Label assigned successfully",
    "ASSIGN_LABEL_FAILED": "Label assignment failed",
    "CHANGE_TEAM": "Conversation team changed",
+    "SUCCESS_DELETE_CONVERSATION": "Conversation deleted successfully",
+    "FAIL_DELETE_CONVERSATION": "Couldn't delete conversation! Try again",
    "FILE_SIZE_LIMIT": "File exceeds the {MAXIMUM_SUPPORTED_FILE_UPLOAD_SIZE} MB attachment limit",
    "MESSAGE_ERROR": "Unable to send this message, please try again later",
    "SENT_BY": "Sent by:",
--- a/app/javascript/dashboard/i18n/locale/en/generalSettings.json
+++ b/app/javascript/dashboard/i18n/locale/en/generalSettings.json
@ -92,6 +92,32 @@
        "PLACEHOLDER": "Your company's support email",
        "ERROR": ""
      },
+      "AUTO_RESOLVE_IGNORE_WAITING": {
+        "LABEL": "Exclude unattended conversations",
+        "HELP": "When enabled, the system will skip resolving conversations that are still waiting for an agent's reply."
+      },
+      "AUDIO_TRANSCRIPTION": {
+        "TITLE": "Transcribe Audio Messages",
+        "NOTE": "Automatically transcribe audio messages in conversations. Generate a text transcript whenever an audio message is sent or received, and display it alongside the message.",
+        "API": {
+          "SUCCESS": "Audio transcription setting updated successfully",
+          "ERROR": "Failed to update audio transcription setting"
+        }
+      },
+      "AUTO_RESOLVE_DURATION": {
+        "LABEL": "Inactivity duration for resolution",
+        "HELP": "Duration after a conversation should auto resolve if there is no activity",
+        "PLACEHOLDER": "30",
+        "ERROR": "Auto resolve duration should be between 10 minutes and 999 days",
+        "API": {
+          "SUCCESS": "Auto resolve settings updated successfully",
+          "ERROR": "Failed to update auto resolve settings"
+        },
+        "UPDATE_BUTTON": "Update",
+        "MESSAGE_LABEL": "Custom resolution message",
+        "MESSAGE_PLACEHOLDER": "Conversation was marked resolved by system due to 15 days of inactivity",
+        "MESSAGE_HELP": "This message is sent to the customer when a conversation is automatically resolved by the system due to inactivity."
+      },
      "FEATURES": {
        "INBOUND_EMAIL_ENABLED": "Conversation continuity with emails is enabled for your account.",
        "CUSTOM_EMAIL_DOMAIN_ENABLED": "You can receive emails in your custom domain now."
--- a/app/javascript/dashboard/i18n/locale/en/settings.json
+++ b/app/javascript/dashboard/i18n/locale/en/settings.json
@ -286,6 +286,7 @@
    "REPORTS": "Reports",
    "SETTINGS": "Settings",
    "CONTACTS": "Contacts",
+    "ACTIVE": "Active",
    "CAPTAIN": "Captain",
    "CAPTAIN_ASSISTANTS": "Assistants",
    "CAPTAIN_DOCUMENTS": "Documents",
--- a/app/javascript/dashboard/modules/widget-preview/components/WidgetHead.vue
+++ b/app/javascript/dashboard/modules/widget-preview/components/WidgetHead.vue
@ -1,5 +1,6 @@
 <script setup>
 import { computed } from 'vue';
+import { useMessageFormatter } from 'shared/composables/useMessageFormatter';

 const props = defineProps({
  config: {
@ -8,6 +9,8 @@ const props = defineProps({
  },
 });

+const { formatMessage } = useMessageFormatter();
+
 const isDefaultScreen = computed(() => {
  return (
    props.config.isDefaultScreen &&
@ -53,12 +56,13 @@ const isDefaultScreen = computed(() => {
        </div>
      </div>
      <div v-if="isDefaultScreen" class="overflow-auto max-h-60">
-        <h2 class="mb-2 text-2xl break-words text-slate-900 dark:text-white">
+        <h2 class="mb-2 text-2xl break-words text-n-slate-12">
          {{ config.welcomeHeading }}
        </h2>
-        <p class="text-sm break-words text-slate-600 dark:text-slate-100">
-          {{ config.welcomeTagline }}
-        </p>
+        <p
+          v-dompurify-html="formatMessage(config.welcomeTagline)"
+          class="text-sm break-words text-n-slate-11 [&_a]:!text-n-slate-11 [&_a]:underline"
+        />
      </div>
    </div>
  </div>
--- a/app/javascript/dashboard/routes/dashboard/contacts/pages/ContactsIndex.vue
+++ b/app/javascript/dashboard/routes/dashboard/contacts/pages/ContactsIndex.vue
@ -67,9 +67,11 @@ const hasContacts = computed(() => contacts.value.length > 0);
 const isContactIndexView = computed(
  () => route.name === 'contacts_dashboard_index' && pageNumber.value === 1
 );
+const isActiveView = computed(() => route.name === 'contacts_dashboard_active');
 const hasAppliedFilters = computed(() => {
  return appliedFilters.value.length > 0;
 });
+
 const showEmptyStateLayout = computed(() => {
  return (
    !searchQuery.value &&
@ -89,11 +91,20 @@ const showEmptyText = computed(() => {

 const headerTitle = computed(() => {
  if (searchQuery.value) return t('CONTACTS_LAYOUT.HEADER.SEARCH_TITLE');
+  if (isActiveView.value) return t('CONTACTS_LAYOUT.HEADER.ACTIVE_TITLE');
  if (activeSegmentId.value) return activeSegment.value?.name;
  if (activeLabel.value) return `#${activeLabel.value}`;
  return t('CONTACTS_LAYOUT.HEADER.TITLE');
 });

+const emptyStateMessage = computed(() => {
+  if (isActiveView.value)
+    return t('CONTACTS_LAYOUT.EMPTY_STATE.ACTIVE_EMPTY_STATE_TITLE');
+  if (!searchQuery.value || hasAppliedFilters.value)
+    return t('CONTACTS_LAYOUT.EMPTY_STATE.LIST_EMPTY_STATE_TITLE');
+  return t('CONTACTS_LAYOUT.EMPTY_STATE.SEARCH_EMPTY_STATE_TITLE');
+});
+
 const updatePageParam = (page, search = '') => {
  const query = {
    ...route.query,
@ -132,6 +143,15 @@ const fetchSavedOrAppliedFilteredContact = async (payload, page = 1) => {
  updatePageParam(page);
 };

+const fetchActiveContacts = async (page = 1) => {
+  await store.dispatch('contacts/clearContactFilters');
+  await store.dispatch('contacts/active', {
+    page,
+    sortAttr: buildSortAttr(),
+  });
+  updatePageParam(page);
+};
+
 const searchContacts = debounce(async (value, page = 1) => {
  await store.dispatch('contacts/clearContactFilters');
  searchValue.value = value;
@ -158,6 +178,11 @@ const fetchContactsBasedOnContext = async page => {
  }
  // Reset the search value when we change the view
  searchValue.value = '';
+  // If we're on the active route, fetch active contacts
+  if (isActiveView.value) {
+    await fetchActiveContacts(page);
+    return;
+  }
  // If there are applied filters or active segment with query
  if (
    (hasAppliedFilters.value || activeSegment.value?.query) &&
@ -184,6 +209,11 @@ const handleSort = async ({ sort, order }) => {
    return;
  }

+  if (isActiveView.value) {
+    await fetchActiveContacts();
+    return;
+  }
+
  await (activeSegmentId.value || hasAppliedFilters.value
    ? fetchSavedOrAppliedFilteredContact(
        activeSegmentId.value
@ -210,7 +240,7 @@ watch(
 );

 watch(
-  [activeLabel, activeSegment],
+  [activeLabel, activeSegment, isActiveView],
  () => {
    fetchContactsBasedOnContext(pageNumber.value);
  },
@ -222,6 +252,13 @@ watch(searchQuery, value => {
  searchValue.value = value || '';
  // Reset the view if there is search query when we click on the sidebar group
  if (value === undefined) {
+    if (
+      isActiveView.value ||
+      activeLabel.value ||
+      activeSegment.value ||
+      hasAppliedFilters.value
+    )
+      return;
    fetchContacts();
  }
 });
@ -232,6 +269,10 @@ onMounted(async () => {
      await searchContacts(searchQuery.value, pageNumber.value);
      return;
    }
+    if (isActiveView.value) {
+      await fetchActiveContacts(pageNumber.value);
+      return;
+    }
    await fetchContacts(pageNumber.value);
  } else if (activeSegment.value && activeSegmentId.value) {
    await fetchSavedOrAppliedFilteredContact(
@ -286,11 +327,7 @@ onMounted(async () => {
          class="flex items-center justify-center py-10"
        >
          <span class="text-base text-n-slate-11">
-            {{
-              searchQuery || !hasAppliedFilters
-                ? t('CONTACTS_LAYOUT.EMPTY_STATE.SEARCH_EMPTY_STATE_TITLE')
-                : t('CONTACTS_LAYOUT.EMPTY_STATE.LIST_EMPTY_STATE_TITLE')
-            }}
+            {{ emptyStateMessage }}
          </span>
        </div>

--- a/app/javascript/dashboard/routes/dashboard/contacts/routes.js
+++ b/app/javascript/dashboard/routes/dashboard/contacts/routes.js
@ -32,6 +32,12 @@ export const routes = [
        component: ContactsIndex,
        meta: commonMeta,
      },
+      {
+        path: 'active',
+        name: 'contacts_dashboard_active',
+        component: ContactsIndex,
+        meta: commonMeta,
+      },
    ],
  },
  {
--- a/app/javascript/dashboard/routes/dashboard/settings/account/Index.vue
+++ b/app/javascript/dashboard/routes/dashboard/settings/account/Index.vue
@ -16,6 +16,7 @@ import AccountId from './components/AccountId.vue';
 import BuildInfo from './components/BuildInfo.vue';
 import AccountDelete from './components/AccountDelete.vue';
 import AutoResolve from './components/AutoResolve.vue';
+import AudioTranscription from './components/AudioTranscription.vue';
 import SectionLayout from './components/SectionLayout.vue';

 export default {
@ -26,6 +27,7 @@ export default {
    BuildInfo,
    AccountDelete,
    AutoResolve,
+    AudioTranscription,
    SectionLayout,
    WithLabel,
    NextInput,
@ -235,6 +237,7 @@ export default {
      <woot-loading-state v-if="uiFlags.isFetchingItem" />
    </div>
    <AutoResolve v-if="showAutoResolutionConfig" />
+    <AudioTranscription v-if="isOnChatwootCloud" />
    <AccountId />
    <div v-if="!uiFlags.isFetchingItem && isOnChatwootCloud">
      <AccountDelete />
--- a/app/javascript/dashboard/routes/dashboard/settings/account/components/AudioTranscription.vue
+++ b/app/javascript/dashboard/routes/dashboard/settings/account/components/AudioTranscription.vue
@ -0,0 +1,51 @@
+<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();
+const isEnabled = ref(false);
+
+const { currentAccount, updateAccount } = useAccount();
+
+watch(
+  currentAccount,
+  () => {
+    const { audio_transcriptions } = currentAccount.value?.settings || {};
+    isEnabled.value = !!audio_transcriptions;
+  },
+  { deep: true, immediate: true }
+);
+
+const updateAccountSettings = async settings => {
+  try {
+    await updateAccount(settings);
+    useAlert(t('GENERAL_SETTINGS.FORM.AUDIO_TRANSCRIPTION.API.SUCCESS'));
+  } catch (error) {
+    useAlert(t('GENERAL_SETTINGS.FORM.AUDIO_TRANSCRIPTION.API.ERROR'));
+  }
+};
+
+const toggleAudioTranscription = async () => {
+  return updateAccountSettings({
+    audio_transcriptions: isEnabled.value,
+  });
+};
+</script>
+
+<template>
+  <SectionLayout
+    :title="t('GENERAL_SETTINGS.FORM.AUDIO_TRANSCRIPTION.TITLE')"
+    :description="t('GENERAL_SETTINGS.FORM.AUDIO_TRANSCRIPTION.NOTE')"
+    with-border
+  >
+    <template #headerActions>
+      <div class="flex justify-end">
+        <Switch v-model="isEnabled" @change="toggleAudioTranscription" />
+      </div>
+    </template>
+  </SectionLayout>
+</template>
--- a/app/javascript/dashboard/routes/dashboard/settings/inbox/Settings.vue
+++ b/app/javascript/dashboard/routes/dashboard/settings/inbox/Settings.vue
@ -23,6 +23,8 @@ import { FEATURE_FLAGS } from '../../../../featureFlags';
 import SenderNameExamplePreview from './components/SenderNameExamplePreview.vue';
 import NextButton from 'dashboard/components-next/button/Button.vue';
 import { INBOX_TYPES } from 'dashboard/helper/inbox';
+import { WIDGET_BUILDER_EDITOR_MENU_OPTIONS } from 'dashboard/constants/editor';
+import Editor from 'dashboard/components-next/Editor/Editor.vue';

 export default {
  components: {
@ -43,6 +45,7 @@ export default {
    NextButton,
    InstagramReauthorize,
    DuplicateInboxBanner,
+    Editor,
  },
  mixins: [inboxMixin],
  setup() {
@ -70,6 +73,7 @@ export default {
      selectedTabIndex: 0,
      selectedPortalSlug: '',
      showBusinessNameInput: false,
+      welcomeTaglineEditorMenuOptions: WIDGET_BUILDER_EDITOR_MENU_OPTIONS,
    };
  },
  computed: {
@ -480,10 +484,10 @@ export default {
            "
          />

-          <woot-input
+          <Editor
            v-if="isAWebWidgetInbox"
            v-model="channelWelcomeTagline"
-            class="pb-4"
+            class="mb-4"
            :label="
              $t('INBOX_MGMT.ADD.WEBSITE_CHANNEL.CHANNEL_WELCOME_TAGLINE.LABEL')
            "
@ -492,6 +496,8 @@ export default {
                'INBOX_MGMT.ADD.WEBSITE_CHANNEL.CHANNEL_WELCOME_TAGLINE.PLACEHOLDER'
              )
            "
+            :max-length="255"
+            :enabled-menu-options="welcomeTaglineEditorMenuOptions"
          />

          <label v-if="isAWebWidgetInbox" class="pb-4">
--- a/app/javascript/dashboard/routes/dashboard/settings/inbox/WidgetBuilder.vue
+++ b/app/javascript/dashboard/routes/dashboard/settings/inbox/WidgetBuilder.vue
@ -7,13 +7,16 @@ import { useVuelidate } from '@vuelidate/core';
 import { required } from '@vuelidate/validators';
 import { LOCAL_STORAGE_KEYS } from 'dashboard/constants/localStorage';
 import { LocalStorage } from 'shared/helpers/localStorage';
+import { WIDGET_BUILDER_EDITOR_MENU_OPTIONS } from 'dashboard/constants/editor';
 import NextButton from 'dashboard/components-next/button/Button.vue';
+import Editor from 'dashboard/components-next/Editor/Editor.vue';

 export default {
  components: {
    Widget,
    InputRadioGroup,
    NextButton,
+    Editor,
  },
  props: {
    inbox: {
@ -71,6 +74,7 @@ export default {
          checked: false,
        },
      ],
+      welcomeTaglineEditorMenuOptions: WIDGET_BUILDER_EDITOR_MENU_OPTIONS,
    };
  },
  computed: {
@ -310,7 +314,7 @@ export default {
                )
              "
            />
-            <woot-input
+            <Editor
              v-model="welcomeTagline"
              :label="
                $t(
@ -322,6 +326,9 @@ export default {
                  'INBOX_MGMT.WIDGET_BUILDER.WIDGET_OPTIONS.WELCOME_TAGLINE.PLACE_HOLDER'
                )
              "
+              :max-length="255"
+              :enabled-menu-options="welcomeTaglineEditorMenuOptions"
+              class="mb-4"
            />
            <label>
              {{
--- a/app/javascript/dashboard/routes/dashboard/settings/inbox/channels/Website.vue
+++ b/app/javascript/dashboard/routes/dashboard/settings/inbox/channels/Website.vue
@ -5,12 +5,15 @@ import router from '../../../../index';
 import NextButton from 'dashboard/components-next/button/Button.vue';
 import PageHeader from '../../SettingsSubPageHeader.vue';
 import GreetingsEditor from 'shared/components/GreetingsEditor.vue';
+import { WIDGET_BUILDER_EDITOR_MENU_OPTIONS } from 'dashboard/constants/editor';
+import Editor from 'dashboard/components-next/Editor/Editor.vue';

 export default {
  components: {
    PageHeader,
    GreetingsEditor,
    NextButton,
+    Editor,
  },
  data() {
    return {
@ -21,6 +24,7 @@ export default {
      channelWelcomeTagline: '',
      greetingEnabled: false,
      greetingMessage: '',
+      welcomeTaglineEditorMenuOptions: WIDGET_BUILDER_EDITOR_MENU_OPTIONS,
    };
  },
  computed: {
@ -134,22 +138,21 @@ export default {
          />
        </label>
      </div>
-      <div class="w-full">
-        <label>
-          {{
-            $t('INBOX_MGMT.ADD.WEBSITE_CHANNEL.CHANNEL_WELCOME_TAGLINE.LABEL')
-          }}
-          <input
-            v-model="channelWelcomeTagline"
-            type="text"
-            :placeholder="
-              $t(
-                'INBOX_MGMT.ADD.WEBSITE_CHANNEL.CHANNEL_WELCOME_TAGLINE.PLACEHOLDER'
-              )
-            "
-          />
-        </label>
-      </div>
+      <Editor
+        v-model="channelWelcomeTagline"
+        :label="
+          $t('INBOX_MGMT.ADD.WEBSITE_CHANNEL.CHANNEL_WELCOME_TAGLINE.LABEL')
+        "
+        :placeholder="
+          $t(
+            'INBOX_MGMT.ADD.WEBSITE_CHANNEL.CHANNEL_WELCOME_TAGLINE.PLACEHOLDER'
+          )
+        "
+        :max-length="255"
+        :enabled-menu-options="welcomeTaglineEditorMenuOptions"
+        class="mb-4"
+      />
+
      <label class="w-full">
        {{ $t('INBOX_MGMT.ADD.WEBSITE_CHANNEL.CHANNEL_GREETING_TOGGLE.LABEL') }}
        <select v-model="greetingEnabled">
--- a/app/javascript/dashboard/store/modules/contacts/actions.js
+++ b/app/javascript/dashboard/store/modules/contacts/actions.js
@ -75,6 +75,21 @@ export const actions = {
    }
  },

+  active: async ({ commit }, { page = 1, sortAttr } = {}) => {
+    commit(types.SET_CONTACT_UI_FLAG, { isFetching: true });
+    try {
+      const {
+        data: { payload, meta },
+      } = await ContactAPI.active(page, sortAttr);
+      commit(types.CLEAR_CONTACTS);
+      commit(types.SET_CONTACTS, payload);
+      commit(types.SET_CONTACT_META, meta);
+      commit(types.SET_CONTACT_UI_FLAG, { isFetching: false });
+    } catch (error) {
+      commit(types.SET_CONTACT_UI_FLAG, { isFetching: false });
+    }
+  },
+
  show: async ({ commit }, { id }) => {
    commit(types.SET_CONTACT_UI_FLAG, { isFetchingItem: true });
    try {
--- a/app/javascript/dashboard/store/modules/conversations/actions.js
+++ b/app/javascript/dashboard/store/modules/conversations/actions.js
@ -327,6 +327,16 @@ const actions = {
    }
  },

+  deleteConversation: async ({ commit, dispatch }, conversationId) => {
+    try {
+      await ConversationApi.delete(conversationId);
+      commit(types.DELETE_CONVERSATION, conversationId);
+      dispatch('conversationStats/get', {}, { root: true });
+    } catch (error) {
+      throw new Error(error);
+    }
+  },
+
  addConversation({ commit, state, dispatch, rootState }, conversation) {
    const { currentInbox, appliedFilters } = state;
    const {
--- a/app/javascript/dashboard/store/modules/conversations/helpers/filterHelpers.js
+++ b/app/javascript/dashboard/store/modules/conversations/helpers/filterHelpers.js
@ -47,6 +47,7 @@
 * 3. Nested properties in custom_attributes (conversation_type, etc.)
 */
 import jsonLogic from 'json-logic-js';
+import { coerceToDate } from '@chatwoot/utils';

 /**
 * Gets a value from a conversation based on the attribute key
@ -157,6 +158,20 @@ const contains = (filterValue, conversationValue) => {
  return false;
 };

+/**
+ * Compares two date values using a comparison function
+ * @param {*} conversationValue - The conversation value to compare
+ * @param {*} filterValue - The filter value to compare against
+ * @param {Function} compareFn - The comparison function to apply
+ * @returns {Boolean} - Returns true if the comparison succeeds, false otherwise
+ */
+const compareDates = (conversationValue, filterValue, compareFn) => {
+  const conversationDate = coerceToDate(conversationValue);
+  const filterDate = coerceToDate(filterValue);
+  if (conversationDate === null || filterDate === null) return false;
+  return compareFn(conversationDate, filterDate);
+};
+
 /**
 * Checks if a value matches a filter condition
 * @param {*} conversationValue - The value to check
@ -195,10 +210,10 @@ const matchesCondition = (conversationValue, filter) => {
      return false; // We already handled null/undefined above

    case 'is_greater_than':
-      return new Date(conversationValue) > new Date(filterValue);
+      return compareDates(conversationValue, filterValue, (a, b) => a > b);

    case 'is_less_than':
-      return new Date(conversationValue) < new Date(filterValue);
+      return compareDates(conversationValue, filterValue, (a, b) => a < b);

    case 'days_before': {
      const today = new Date();
@ -347,6 +362,7 @@ export const matchesFilters = (conversation, filters) => {
      conversation,
      filters[0].attribute_key
    );
+
    return matchesCondition(value, filters[0]);
  }

--- a/app/javascript/dashboard/store/modules/conversations/helpers/specs/filterHelpers.spec.js
+++ b/app/javascript/dashboard/store/modules/conversations/helpers/specs/filterHelpers.spec.js
@ -463,6 +463,241 @@ describe('filterHelpers', () => {
      expect(matchesFilters(conversation, filters)).toBe(true);
    });

+    // Test conversation with 10-digit timestamp (seconds) vs standard date filter
+    it('should match conversation with 10-digit timestamp against date string filter', () => {
+      const conversation = { created_at: 1647777600 }; // March 20, 2022 in seconds (10 digits)
+      const filters = [
+        {
+          attribute_key: 'created_at',
+          filter_operator: 'is_greater_than',
+          values: '2022-03-19', // Standard YYYY-MM-DD format
+          query_operator: 'and',
+        },
+      ];
+      expect(matchesFilters(conversation, filters)).toBe(true);
+    });
+
+    // Test conversation with 13-digit timestamp (milliseconds) vs standard date filter
+    it('should match conversation with 13-digit timestamp against date string filter', () => {
+      const conversation = { created_at: 1647777600000 }; // March 20, 2022 in milliseconds (13 digits)
+      const filters = [
+        {
+          attribute_key: 'created_at',
+          filter_operator: 'is_greater_than',
+          values: '2022-03-19', // Standard YYYY-MM-DD format
+          query_operator: 'and',
+        },
+      ];
+      expect(matchesFilters(conversation, filters)).toBe(true);
+    });
+
+    // Test conversation with string timestamp vs standard date filter
+    it('should match conversation with string 10-digit timestamp against date string filter', () => {
+      const conversation = { created_at: '1647777600' }; // March 20, 2022 as string (10 digits)
+      const filters = [
+        {
+          attribute_key: 'created_at',
+          filter_operator: 'is_greater_than',
+          values: '2022-03-19', // Standard YYYY-MM-DD format
+          query_operator: 'and',
+        },
+      ];
+      expect(matchesFilters(conversation, filters)).toBe(true);
+    });
+
+    // Test conversation with string 13-digit timestamp vs standard date filter
+    it('should match conversation with string 13-digit timestamp against date string filter', () => {
+      const conversation = { created_at: '1647777600000' }; // March 20, 2022 as string (13 digits)
+      const filters = [
+        {
+          attribute_key: 'created_at',
+          filter_operator: 'is_greater_than',
+          values: '2022-03-19', // Standard YYYY-MM-DD format
+          query_operator: 'and',
+        },
+      ];
+      expect(matchesFilters(conversation, filters)).toBe(true);
+    });
+
+    // Test conversation with mixed format vs standard date filter with time
+    it('should match conversation with numeric timestamp against ISO date string filter', () => {
+      const conversation = { created_at: 1647777600000 }; // March 20, 2022 12:00:00 GMT (numeric)
+      const filters = [
+        {
+          attribute_key: 'created_at',
+          filter_operator: 'is_greater_than',
+          values: '2022-03-19T10:30:00Z', // Standard ISO format from filter
+          query_operator: 'and',
+        },
+      ];
+      expect(matchesFilters(conversation, filters)).toBe(true);
+    });
+
+    // Test parseDate with date string without time (should default to 00:00:00)
+    it('should match conversation with is_greater_than operator using date string without time', () => {
+      const conversation = { created_at: 1647820800000 }; // March 21, 2022 00:00:00 GMT
+      const filters = [
+        {
+          attribute_key: 'created_at',
+          filter_operator: 'is_greater_than',
+          values: '2022-03-20', // March 20, 2022 (should become 00:00:00)
+          query_operator: 'and',
+        },
+      ];
+      expect(matchesFilters(conversation, filters)).toBe(true);
+    });
+
+    // Test parseDate with ISO date string
+    it('should match conversation with is_greater_than operator using ISO date string', () => {
+      const conversation = { created_at: 1647777600000 }; // March 20, 2022
+      const filters = [
+        {
+          attribute_key: 'created_at',
+          filter_operator: 'is_greater_than',
+          values: '2022-03-19T00:00:00.000Z', // March 19, 2022 ISO format
+          query_operator: 'and',
+        },
+      ];
+      expect(matchesFilters(conversation, filters)).toBe(true);
+    });
+
+    // Test parseDate with null/undefined values
+    it('should handle null filter values in date comparison', () => {
+      const conversation = { created_at: 1647777600000 }; // March 20, 2022
+      const filters = [
+        {
+          attribute_key: 'created_at',
+          filter_operator: 'is_greater_than',
+          values: null,
+          query_operator: 'and',
+        },
+      ];
+      expect(matchesFilters(conversation, filters)).toBe(false);
+    });
+
+    it('should handle undefined filter values in date comparison', () => {
+      const conversation = { created_at: 1647777600000 }; // March 20, 2022
+      const filters = [
+        {
+          attribute_key: 'created_at',
+          filter_operator: 'is_greater_than',
+          values: undefined,
+          query_operator: 'and',
+        },
+      ];
+      expect(matchesFilters(conversation, filters)).toBe(false);
+    });
+
+    // Test parseDate with invalid date strings
+    it('should handle invalid date strings in date comparison', () => {
+      const conversation = { created_at: 1647777600000 }; // March 20, 2022
+      const filters = [
+        {
+          attribute_key: 'created_at',
+          filter_operator: 'is_greater_than',
+          values: 'invalid-date-string',
+          query_operator: 'and',
+        },
+      ];
+      expect(matchesFilters(conversation, filters)).toBe(false);
+    });
+
+    it('should handle non-date string values in date comparison', () => {
+      const conversation = { created_at: 1647777600000 }; // March 20, 2022
+      const filters = [
+        {
+          attribute_key: 'created_at',
+          filter_operator: 'is_greater_than',
+          values: 'not-a-date',
+          query_operator: 'and',
+        },
+      ];
+      expect(matchesFilters(conversation, filters)).toBe(false);
+    });
+
+    // Test is_less_than with various date formats
+    it('should match conversation with is_less_than operator using numeric timestamp', () => {
+      const conversation = { created_at: 1647691200000 }; // March 19, 2022
+      const filters = [
+        {
+          attribute_key: 'created_at',
+          filter_operator: 'is_less_than',
+          values: 1647777600, // March 20, 2022 as 10-digit timestamp
+          query_operator: 'and',
+        },
+      ];
+      expect(matchesFilters(conversation, filters)).toBe(true);
+    });
+
+    it('should not match conversation with is_less_than operator when date is later', () => {
+      const conversation = { created_at: 1647864000000 }; // March 21, 2022
+      const filters = [
+        {
+          attribute_key: 'created_at',
+          filter_operator: 'is_less_than',
+          values: '2022-03-20T12:00:00Z', // March 20, 2022 with time
+          query_operator: 'and',
+        },
+      ];
+      expect(matchesFilters(conversation, filters)).toBe(false);
+    });
+
+    // Edge case: Test with conversation having string timestamp
+    it('should handle conversation with string timestamp value', () => {
+      const conversation = { created_at: '1647777600000' }; // March 20, 2022 as string
+      const filters = [
+        {
+          attribute_key: 'created_at',
+          filter_operator: 'is_greater_than',
+          values: '2022-03-19',
+          query_operator: 'and',
+        },
+      ];
+      expect(matchesFilters(conversation, filters)).toBe(true);
+    });
+
+    // Edge case: Test with conversation having 10-digit timestamp
+    it('should handle conversation with 10-digit timestamp value', () => {
+      const conversation = { created_at: 1647777600 }; // March 20, 2022 as seconds (10 digits)
+      const filters = [
+        {
+          attribute_key: 'created_at',
+          filter_operator: 'is_greater_than',
+          values: '2022-03-19',
+          query_operator: 'and',
+        },
+      ];
+      expect(matchesFilters(conversation, filters)).toBe(true);
+    });
+
+    // Test date string with different time formats
+    it('should handle date string with space-separated time', () => {
+      const conversation = { created_at: 1647777600000 }; // March 20, 2022
+      const filters = [
+        {
+          attribute_key: 'created_at',
+          filter_operator: 'is_greater_than',
+          values: '2022-03-19 10:30:00', // Date with space-separated time
+          query_operator: 'and',
+        },
+      ];
+      expect(matchesFilters(conversation, filters)).toBe(true);
+    });
+
+    // Test parseDate with object input (should return null and fail comparison)
+    it('should handle non-string, non-number filter values', () => {
+      const conversation = { created_at: 1647777600000 }; // March 20, 2022
+      const filters = [
+        {
+          attribute_key: 'created_at',
+          filter_operator: 'is_greater_than',
+          values: { date: '2022-03-19' }, // Object instead of string/number
+          query_operator: 'and',
+        },
+      ];
+      expect(matchesFilters(conversation, filters)).toBe(false);
+    });
+
    describe('days_before operator', () => {
      beforeEach(() => {
        // Set the date to March 25, 2022
--- a/app/javascript/dashboard/store/modules/conversations/index.js
+++ b/app/javascript/dashboard/store/modules/conversations/index.js
@ -204,6 +204,12 @@ export const mutations = {
    _state.allConversations.push(conversation);
  },

+  [types.DELETE_CONVERSATION](_state, conversationId) {
+    _state.allConversations = _state.allConversations.filter(
+      c => c.id !== conversationId
+    );
+  },
+
  [types.UPDATE_CONVERSATION](_state, conversation) {
    const { allConversations } = _state;
    const index = allConversations.findIndex(c => c.id === conversation.id);
--- a/app/javascript/dashboard/store/modules/specs/contacts/actions.spec.js
+++ b/app/javascript/dashboard/store/modules/specs/contacts/actions.spec.js
@ -70,6 +70,30 @@ describe('#actions', () => {
    });
  });

+  describe('#active', () => {
+    it('sends correct mutations if API is success', async () => {
+      axios.get.mockResolvedValue({
+        data: { payload: contactList, meta: { count: 100, current_page: 1 } },
+      });
+      await actions.active({ commit });
+      expect(commit.mock.calls).toEqual([
+        [types.SET_CONTACT_UI_FLAG, { isFetching: true }],
+        [types.CLEAR_CONTACTS],
+        [types.SET_CONTACTS, contactList],
+        [types.SET_CONTACT_META, { count: 100, current_page: 1 }],
+        [types.SET_CONTACT_UI_FLAG, { isFetching: false }],
+      ]);
+    });
+    it('sends correct mutations if API is error', async () => {
+      axios.get.mockRejectedValue({ message: 'Incorrect header' });
+      await actions.active({ commit });
+      expect(commit.mock.calls).toEqual([
+        [types.SET_CONTACT_UI_FLAG, { isFetching: true }],
+        [types.SET_CONTACT_UI_FLAG, { isFetching: false }],
+      ]);
+    });
+  });
+
  describe('#update', () => {
    it('sends correct mutations if API is success', async () => {
      axios.patch.mockResolvedValue({ data: { payload: contactList[0] } });
--- a/app/javascript/dashboard/store/modules/specs/conversations/actions.spec.js
+++ b/app/javascript/dashboard/store/modules/specs/conversations/actions.spec.js
@ -513,6 +513,28 @@ describe('#deleteMessage', () => {
    expect(commit.mock.calls).toEqual([]);
  });

+  describe('#deleteConversation', () => {
+    it('send correct actions if API is success', async () => {
+      axios.delete.mockResolvedValue({
+        data: { id: 1 },
+      });
+      await actions.deleteConversation({ commit, dispatch }, 1);
+      expect(commit.mock.calls).toEqual([[types.DELETE_CONVERSATION, 1]]);
+      expect(dispatch.mock.calls).toEqual([
+        ['conversationStats/get', {}, { root: true }],
+      ]);
+    });
+
+    it('send no actions if API is error', async () => {
+      axios.delete.mockRejectedValue({ message: 'Incorrect header' });
+      await expect(
+        actions.deleteConversation({ commit, dispatch }, 1)
+      ).rejects.toThrow(Error);
+      expect(commit.mock.calls).toEqual([]);
+      expect(dispatch.mock.calls).toEqual([]);
+    });
+  });
+
  describe('#updateCustomAttributes', () => {
    it('update conversation custom attributes', async () => {
      axios.post.mockResolvedValue({
--- a/app/javascript/dashboard/store/modules/specs/conversations/mutations.spec.js
+++ b/app/javascript/dashboard/store/modules/specs/conversations/mutations.spec.js
@ -884,6 +884,17 @@ describe('#mutations', () => {
    });
  });

+  describe('#DELETE_CONVERSATION', () => {
+    it('should delete a conversation', () => {
+      const state = {
+        allConversations: [{ id: 1, messages: [] }],
+      };
+
+      mutations[types.DELETE_CONVERSATION](state, 1);
+      expect(state.allConversations).toEqual([]);
+    });
+  });
+
  describe('#SET_LIST_LOADING_STATUS', () => {
    it('should set listLoadingStatus to true', () => {
      const state = {
--- a/app/javascript/dashboard/store/mutation-types.js
+++ b/app/javascript/dashboard/store/mutation-types.js
@ -56,6 +56,7 @@ export default {
  SET_ALL_ATTACHMENTS: 'SET_ALL_ATTACHMENTS',
  ADD_CONVERSATION_ATTACHMENTS: 'ADD_CONVERSATION_ATTACHMENTS',
  DELETE_CONVERSATION_ATTACHMENTS: 'DELETE_CONVERSATION_ATTACHMENTS',
+  DELETE_CONVERSATION: 'DELETE_CONVERSATION',

  SET_CONVERSATION_CAN_REPLY: 'SET_CONVERSATION_CAN_REPLY',

--- a/app/javascript/portal/application.scss
+++ b/app/javascript/portal/application.scss
@ -1,3 +1,4 @@
+// scss-lint:disable SpaceAfterPropertyColon
@import 'tailwindcss/base';
@import 'tailwindcss/components';
@import 'tailwindcss/utilities';
@ -7,7 +8,21 @@

 html,
 body {
-  font-family: 'InterDisplay', ui-sans-serif, system-ui, -apple-system, BlinkMacSystemFont, Segoe UI, Roboto, Helvetica Neue, Arial, Noto Sans, sans-serif, Apple Color Emoji, Segoe UI Emoji, Segoe UI Symbol, Noto Color Emoji;
+  font-family:
+    'InterDisplay',
+    -apple-system,
+    system-ui,
+    BlinkMacSystemFont,
+    'Segoe UI',
+    Roboto,
+    'Helvetica Neue',
+    Tahoma,
+    Arial,
+    sans-serif,
+    'Noto Sans',
+    'Apple Color Emoji',
+    'Segoe UI Emoji',
+    'Noto Color Emoji';
  -moz-osx-font-smoothing: grayscale;
  -webkit-font-smoothing: antialiased;
  height: 100%;
--- a/app/javascript/portal/components/TableOfContents.vue
+++ b/app/javascript/portal/components/TableOfContents.vue
@ -37,7 +37,7 @@ export default {
      }
      if (el.tag === 'h2') {
        if (this.h1Count > 0) {
-          return 'ml-2';
+          return 'ltr:ml-2 rtl:mr-2';
        }
        return '';
      }
@ -46,7 +46,7 @@ export default {
        if (!this.h1Count && !this.h2Count) {
          return '';
        }
-        return 'ml-5';
+        return 'ltr:ml-5 rtl:mr-5';
      }

      return '';
@ -94,17 +94,19 @@ export default {
 </script>

 <template>
-  <div class="hidden lg:block flex-1 py-6 scroll-mt-24 pl-4 sticky top-24">
+  <div
+    class="hidden lg:block flex-1 py-6 scroll-mt-24 ltr:pl-4 rtl:pr-4 sticky top-24"
+  >
    <div v-if="rows.length > 0" class="py-2 overflow-auto">
      <nav class="max-w-2xl">
        <ol
          role="list"
-          class="flex flex-col gap-2 text-base border-l-2 border-solid border-slate-100 dark:border-slate-800"
+          class="flex flex-col gap-2 text-base ltr:border-l-2 rtl:border-r-2 border-solid border-slate-100 dark:border-slate-800"
        >
          <li
            v-for="element in rows"
            :key="element.slug"
-            class="leading-6 border-l-2 relative -left-0.5 border-solid"
+            class="leading-6 ltr:border-l-2 rtl:border-r-2 relative ltr:-left-0.5 rtl:-right-0.5 border-solid"
            :class="elementBorderStyles(element)"
          >
            <p class="py-1 px-3" :class="getClassName(element)">
--- a/app/javascript/portal/portalHelpers.js
+++ b/app/javascript/portal/portalHelpers.js
@ -8,6 +8,7 @@ import slugifyWithCounter from '@sindresorhus/slugify';
 import PublicArticleSearch from './components/PublicArticleSearch.vue';
 import TableOfContents from './components/TableOfContents.vue';
 import { initializeTheme } from './portalThemeHelper.js';
+import { getLanguageDirection } from 'dashboard/components/widgets/conversation/advancedFilterItems/languages.js';

 export const getHeadingsfromTheArticle = () => {
  const rows = [];
@ -114,10 +115,19 @@ export const InitializationHelpers = {
    });
  },

+  setDirectionAttribute: () => {
+    const portalElement = document.getElementById('portal');
+    if (!portalElement) return;
+
+    const locale = document.querySelector('.locale-switcher')?.value;
+    portalElement.dir = locale && getLanguageDirection(locale) ? 'rtl' : 'ltr';
+  },
+
  initializeThemesInPortal: initializeTheme,

  initialize: () => {
    openExternalLinksInNewTab();
+    InitializationHelpers.setDirectionAttribute();
    if (window.portalConfig.isPlainLayoutEnabled === 'true') {
      InitializationHelpers.appendPlainParamToURLs();
    } else {
--- a/app/javascript/widget/components/ChatHeaderExpanded.vue
+++ b/app/javascript/widget/components/ChatHeaderExpanded.vue
@ -1,6 +1,7 @@
 <script setup>
 import HeaderActions from './HeaderActions.vue';
 import { computed } from 'vue';
+import { useMessageFormatter } from 'shared/composables/useMessageFormatter';

 const props = defineProps({
  avatarUrl: {
@ -21,6 +22,8 @@ const props = defineProps({
  },
 });

+const { formatMessage } = useMessageFormatter();
+
 const containerClasses = computed(() => [
  props.avatarUrl ? 'justify-between' : 'justify-end',
 ]);
@ -47,8 +50,8 @@ const containerClasses = computed(() => [
      class="mt-4 text-2xl mb-1.5 font-medium text-n-slate-12"
    />
    <p
-      v-dompurify-html="introBody"
-      class="text-lg leading-normal text-n-slate-11"
+      v-dompurify-html="formatMessage(introBody)"
+      class="text-lg leading-normal text-n-slate-11 [&_a]:underline"
    />
  </header>
 </template>
--- a/app/mailers/agent_notifications/conversation_notifications_mailer.rb
+++ b/app/mailers/agent_notifications/conversation_notifications_mailer.rb
@ -4,7 +4,8 @@ class AgentNotifications::ConversationNotificationsMailer < ApplicationMailer

    @agent = agent
    @conversation = conversation
-    subject = "#{@agent.available_name}, A new conversation [ID - #{@conversation.display_id}] has been created in #{@conversation.inbox&.name}."
+    inbox_name = @conversation.inbox&.sanitized_name
+    subject = "#{@agent.available_name}, A new conversation [ID - #{@conversation.display_id}] has been created in #{inbox_name}."
    @action_url = app_account_conversation_url(account_id: @conversation.account_id, id: @conversation.display_id)
    send_mail_with_liquid(to: @agent.email, subject: subject) and return
  end
--- a/app/mailers/conversation_reply_mailer.rb
+++ b/app/mailers/conversation_reply_mailer.rb
@ -104,7 +104,7 @@ class ConversationReplyMailer < ApplicationMailer
  end

  def business_name
-    @inbox.business_name || @inbox.name
+    @inbox.business_name || @inbox.sanitized_name
  end

  def from_email
--- a/app/models/account.rb
+++ b/app/models/account.rb
@ -36,6 +36,7 @@ class Account < ApplicationRecord
        'auto_resolve_after': { 'type': %w[integer null], 'minimum': 10, 'maximum': 1_439_856 },
        'auto_resolve_message': { 'type': %w[string null] },
        'auto_resolve_ignore_waiting': { 'type': %w[boolean null] },
+        'audio_transcriptions': { 'type': %w[boolean null] },
        'auto_resolve_label': { 'type': %w[string null] }
      },
    'required': [],
@ -52,7 +53,8 @@ class Account < ApplicationRecord
                 schema: SETTINGS_PARAMS_SCHEMA,
                 attribute_resolver: ->(record) { record.settings }

-  store_accessor :settings, :auto_resolve_after, :auto_resolve_message, :auto_resolve_ignore_waiting, :auto_resolve_label
+  store_accessor :settings, :auto_resolve_after, :auto_resolve_message, :auto_resolve_ignore_waiting
+  store_accessor :settings, :audio_transcriptions, :auto_resolve_label

  has_many :account_users, dependent: :destroy_async
  has_many :agent_bot_inboxes, dependent: :destroy_async
--- a/app/models/attachment.rb
+++ b/app/models/attachment.rb
@ -44,11 +44,8 @@ class Attachment < ApplicationRecord

  def push_event_data
    return unless file_type
-    return base_data.merge(location_metadata) if file_type.to_sym == :location
-    return base_data.merge(fallback_data) if file_type.to_sym == :fallback
-    return base_data.merge(contact_metadata) if file_type.to_sym == :contact

-    base_data.merge(file_metadata)
+    base_data.merge(metadata_for_file_type)
  end

  # NOTE: the URl returned does a 301 redirect to the actual file
@ -76,6 +73,30 @@ class Attachment < ApplicationRecord

  private

+  def metadata_for_file_type
+    case file_type.to_sym
+    when :location
+      location_metadata
+    when :fallback
+      fallback_data
+    when :contact
+      contact_metadata
+    when :audio
+      audio_metadata
+    else
+      file_metadata
+    end
+  end
+
+  def audio_metadata
+    audio_file_data = base_data.merge(file_metadata)
+    audio_file_data.merge(
+      {
+        transcribed_text: meta&.[]('transcribed_text') || ''
+      }
+    )
+  end
+
  def file_metadata
    metadata = {
      extension: extension,
@ -149,3 +170,5 @@ class Attachment < ApplicationRecord
    file_content_type.start_with?('image/', 'video/', 'audio/')
  end
 end
+
+Attachment.include_mod_with('Concerns::Attachment')
--- a/app/models/conversation.rb
+++ b/app/models/conversation.rb
@ -305,5 +305,6 @@ class Conversation < ApplicationRecord
  end
 end

+Conversation.include_mod_with('Audit::Conversation')
 Conversation.include_mod_with('Concerns::Conversation')
 Conversation.prepend_mod_with('Conversation')
--- a/app/models/inbox.rb
+++ b/app/models/inbox.rb
@ -47,8 +47,6 @@ class Inbox < ApplicationRecord

  # Not allowing characters:
  validates :name, presence: true
-  validates :name, if: :check_channel_type?, format: { with: %r{^^\b[^/\\<>@]*\b$}, multiline: true,
-                                                       message: I18n.t('errors.inboxes.validations.name') }
  validates :account_id, presence: true
  validates :timezone, inclusion: { in: TZInfo::Timezone.all_identifiers }
  validates :out_of_office_message, length: { maximum: Limits::OUT_OF_OFFICE_MESSAGE_MAX_LENGTH }
@ -99,6 +97,16 @@ class Inbox < ApplicationRecord
    update_account_cache
  end

+  # Sanitizes inbox name for balanced email provider compatibility
+  # ALLOWS: /'._- and Unicode letters/numbers/emojis
+  # REMOVES: Forbidden chars (\<>@") + spam-trigger symbols (!#$%&*+=?^`{|}~)
+  def sanitized_name
+    return default_name_for_blank_name if name.blank?
+
+    sanitized = apply_sanitization_rules(name)
+    sanitized.blank? && email? ? display_name_from_email : sanitized
+  end
+
  def sms?
    channel_type == 'Channel::Sms'
  end
@ -178,6 +186,22 @@ class Inbox < ApplicationRecord

  private

+  def default_name_for_blank_name
+    email? ? display_name_from_email : ''
+  end
+
+  def apply_sanitization_rules(name)
+    name.gsub(/[\\<>@"!#$%&*+=?^`{|}~]/, '')            # Remove forbidden chars
+        .gsub(/[\x00-\x1F\x7F]/, ' ')                   # Replace control chars with spaces
+        .gsub(/\A[[:punct:]]+|[[:punct:]]+\z/, '')      # Remove leading/trailing punctuation
+        .gsub(/\s+/, ' ')                               # Normalize spaces
+        .strip
+  end
+
+  def display_name_from_email
+    channel.email.split('@').first.parameterize.titleize
+  end
+
  def dispatch_create_event
    return if ENV['ENABLE_INBOX_EVENTS'].blank?

--- a/app/models/message.rb
+++ b/app/models/message.rb
@ -224,6 +224,11 @@ class Message < ApplicationRecord
    save!
  end

+  def send_update_event
+    Rails.configuration.dispatcher.dispatch(MESSAGE_UPDATED, Time.zone.now, message: self, performed_by: Current.executed_by,
+                                                                            previous_changes: previous_changes)
+  end
+
  private

  def prevent_message_flooding
@ -313,8 +318,7 @@ class Message < ApplicationRecord
    # we want to skip the update event if the message is not updated
    return if previous_changes.blank?

-    Rails.configuration.dispatcher.dispatch(MESSAGE_UPDATED, Time.zone.now, message: self, performed_by: Current.executed_by,
-                                                                            previous_changes: previous_changes)
+    send_update_event
  end

  def send_reply
--- a/app/policies/conversation_policy.rb
+++ b/app/policies/conversation_policy.rb
@ -2,4 +2,8 @@ class ConversationPolicy < ApplicationPolicy
  def index?
    true
  end
+
+  def destroy?
+    @account_user&.administrator?
+  end
 end
--- a/app/views/public/api/v1/portals/_authors.html.erb
+++ b/app/views/public/api/v1/portals/_authors.html.erb
@ -1,10 +1,10 @@
 <% author_count = category.articles.published.order(position: :asc).map(&:author).uniq.size %>
 <% if author_count > 0 %>
  <div class="flex flex-row items-center gap-1">
-    <div class="flex flex-row items-center -space-x-2">
-        <% category.articles.published.order(position: :asc).map(&:author).uniq.take(3).each do |author| %>
-          <%= render "public/api/v1/portals/thumbnail", author: author, size: 5 %>
-        <% end %>
+    <div class="flex items-center ltr:flex-row rtl:flex-row-reverse -space-x-2">
+      <% category.articles.published.order(position: :asc).map(&:author).uniq.take(3).each do |author| %>
+        <%= render "public/api/v1/portals/thumbnail", author: author, size: 5 %>
+      <% end %>
    </div>

    <% first_author = category.articles.published.order(position: :asc).map(&:author).uniq.first&.name || '' %>
--- a/app/views/public/api/v1/portals/_header.html.erb
+++ b/app/views/public/api/v1/portals/_header.html.erb
@ -3,7 +3,7 @@
    <div class="flex items-center w-full py-5 overflow-hidden">
      <a href="<%= generate_home_link(@portal.slug, @portal.config['default_locale'] || params[:locale], @theme_from_params, @is_plain_layout_enabled) %>" class="flex items-center h-10 text-lg font-semibold text-slate-900 dark:text-white">
        <% if @portal.logo.present? %>
-          <img src="<%= url_for(@portal.logo) %>" class="w-auto h-10 mr-2" />
+          <img src="<%= url_for(@portal.logo) %>" class="w-auto h-10 ltr:mr-2 rtl:ml-2" />
        <% end %>
        <%= @portal.name %>
      </a>
@ -12,7 +12,7 @@
    <%# Go to homepage link section %>
    <div class="flex items-center justify-between gap-2 sm:gap-5">
      <% if @portal.homepage_link %>
-        <div class="hidden px-1 py-2 ml-8 cursor-pointer border-l-1 border-slate-50 dark:border-slate-800 md:block">
+        <div class="hidden px-1 py-2 ltr:ml-8 rtl:mr-8 cursor-pointer md:block">
          <div class="flex-grow flex-shrink-0">
            <a id="header-action-button" target="_blank" rel="noopener noreferrer nofollow" href="<%= @portal.homepage_link %>" class="flex flex-row items-center gap-1 text-sm font-medium whitespace-nowrap text-slate-800 dark:text-slate-100 stroke-slate-700 dark:stroke-slate-200">
              <%= render partial: 'icons/redirect' %>
@ -42,7 +42,7 @@
          </div>
        </button>
        <%# Appearance dropdown section %>
-        <div id="appearance-dropdown" data-current-theme="<%= @theme_from_params %>" class="absolute flex-col w-32 h-auto bg-white border border-solid rounded dark:bg-slate-900 top-9 right-1 border-slate-100 dark:border-slate-800" aria-hidden="true" style="display: none;" data-dropdown="appearance-dropdown">
+        <div id="appearance-dropdown" data-current-theme="<%= @theme_from_params %>" class="absolute flex-col w-32 h-auto bg-white border border-solid rounded dark:bg-slate-900 top-9 ltr:right-1 rtl:left-1 border-slate-100 dark:border-slate-800" aria-hidden="true" style="display: none;" data-dropdown="appearance-dropdown">
          <button id="toggle-theme-button" data-theme="system" class="flex flex-row items-center justify-between gap-1 px-2 py-2 border-b border-solid border-slate-100 dark:border-slate-800 stroke-slate-700 dark:stroke-slate-200 text-slate-800 dark:text-slate-100">
            <div class="flex flex-row items-center gap-1">
              <%= render partial: 'icons/monitor' %>
--- a/app/views/super_admin/accounts/show.html.erb
+++ b/app/views/super_admin/accounts/show.html.erb
@ -91,55 +91,7 @@ as well as a link to its edit page.
    </div>
  </section>

-  <section class="main-content__body">
-    <% account_user_page =
-      Administrate::Page::Form.new(AccountUserDashboard.new, AccountUser.new) %>
-    <%= form_for([namespace, account_user_page.resource], html: { class: "form" }) do |f| %>
-      <% if account_user_page.resource.errors.any? %>
-        <div id="error_explanation">
-          <h2>
-            <%= t(
-              "administrate.form.errors",
-              pluralized_errors:
-                pluralize(
-                  account_user_page.resource.errors.count,
-                  t("administrate.form.error"),
-                ),
-              resource_name: display_resource_name(account_user_page.resource_name),
-            ) %>
-          </h2>
-
-          <ul>
-            <% account_user_page.resource.errors.full_messages.each do |message| %>
-              <li class="flash-error"><%= message %></li>
-            <% end %>
-          </ul>
-        </div>
-      <% end %>
-
-      <% account_user_page.attributes.each do |title, attributes| -%>
-        <% attributes.each do |attribute| %>
-          <% if attribute.name == "account" %>
-            <%= f.hidden_field("account_id", value: page.resource.id) %>
-          <% else %>
-            <div
-              class="
-                field-unit field-unit--<%= attribute.html_class %>
-                field-unit--<%= requireness(attribute) %>
-              "
-            >
-              <%= render_field attribute, f: f %>
-            </div>
-          <% end %>
-        <% end %>
-      <% end -%>
-
-      <div class="form-actions">
-        <%= f.submit %>
-      </div>
-    <% end %>
-
-  </section>
+  <%= render 'super_admin/shared/account_user_form', page: page, namespace: namespace, resource_type: 'account' %>

  <%= render partial: "seed_data", locals: { page: page } %>

--- a/app/views/super_admin/shared/_account_user_form.html.erb
+++ b/app/views/super_admin/shared/_account_user_form.html.erb
@ -0,0 +1,54 @@
+<%#
+# Account User Form Partial
+
+This partial renders the account user creation form.
+Used by both account and user show pages.
+
+## Local variables:
+
+- `page`: The Administrate page object (Account or User)
+- `namespace`: The current namespace (usually :super_admin)
+- `resource_type`: Either 'account' or 'user' to determine hidden field
+%>
+
+<section class="main-content__body">
+  <% account_user_page = Administrate::Page::Form.new(AccountUserDashboard.new, AccountUser.new) %>
+  <%= form_for([namespace, account_user_page.resource], html: { class: "form" }) do |f| %>
+    <% if account_user_page.resource.errors.any? %>
+      <div id="error_explanation">
+        <h2>
+          <%= t(
+            "administrate.form.errors",
+            pluralized_errors: pluralize(
+              account_user_page.resource.errors.count,
+              t("administrate.form.error")
+            ),
+            resource_name: display_resource_name(account_user_page.resource_name)
+          ) %>
+        </h2>
+
+        <ul>
+          <% account_user_page.resource.errors.full_messages.each do |message| %>
+            <li class="flash-error"><%= message %></li>
+          <% end %>
+        </ul>
+      </div>
+    <% end %>
+
+    <% account_user_page.attributes.each do |title, attributes| -%>
+      <% attributes.each do |attribute| %>
+        <% if attribute.name == resource_type %>
+          <%= f.hidden_field("#{resource_type}_id", value: page.resource.id) %>
+        <% else %>
+          <div class="field-unit field-unit--<%= attribute.html_class %> field-unit--<%= requireness(attribute) %>">
+            <%= render_field attribute, f: f %>
+          </div>
+        <% end %>
+      <% end %>
+    <% end -%>
+
+    <div class="form-actions">
+      <%= f.submit %>
+    </div>
+  <% end %>
+</section>
--- a/app/views/super_admin/users/show.html.erb
+++ b/app/views/super_admin/users/show.html.erb
@ -56,44 +56,6 @@ as well as a link to its edit page.
  </dl>
 </section>

-<section class="main-content__body">
-  <% account_user_page = Administrate::Page::Form.new(AccountUserDashboard.new, AccountUser.new) %>
-  <%= form_for([namespace, account_user_page.resource], html: { class: "form" }) do |f| %>
-  <% if account_user_page.resource.errors.any? %>
-    <div id="error_explanation">
-      <h2>
-        <%= t(
-          "administrate.form.errors",
-          pluralized_errors: pluralize(account_user_page.resource.errors.count, t("administrate.form.error")),
-          resource_name: display_resource_name(account_user_page.resource_name)
-        ) %>
-      </h2>
-
-      <ul>
-        <% account_user_page.resource.errors.full_messages.each do |message| %>
-          <li class="flash-error"><%= message %></li>
-        <% end %>
-      </ul>
-    </div>
-  <% end %>
-
-  <% account_user_page.attributes.each do |title, attributes| -%>
-    <% attributes.each do |attribute| %>
-      <% if attribute.name == "user" %>
-        <%= f.hidden_field('user_id', value: page.resource.id) %>
-      <% else %>
-      <div class="field-unit field-unit--<%= attribute.html_class %> field-unit--<%= requireness(attribute) %>">
-        <%= render_field attribute, f: f %>
-      </div>
-      <% end %>
-    <% end %>  
-  <% end -%>
-
-  <div class="form-actions">
-    <%= f.submit %>
-  </div>
-<% end %>
-
-</section>
+<%= render 'super_admin/shared/account_user_form', page: page, namespace: namespace, resource_type: 'user' %>

 <%= render partial: "impersonate", locals: {page: page} %>
--- a/app/views/widgets/show.html.erb
+++ b/app/views/widgets/show.html.erb
@ -11,7 +11,7 @@
        locale: '<%= @web_widget.account.locale %>',
        websiteName: '<%= @web_widget.inbox.name %>',
        websiteToken: '<%= @web_widget.website_token %>',
-        welcomeTagline: '<%= @web_widget.welcome_tagline %>',
+        welcomeTagline: <%= @web_widget.welcome_tagline.to_json.html_safe %>,
        welcomeTitle: '<%= @web_widget.welcome_title %>',
        widgetColor: '<%= @web_widget.widget_color %>',
        portal: <%= @web_widget.inbox.portal.to_json.html_safe %>,
--- a/config/integration/apps.yml
+++ b/config/integration/apps.yml
@ -84,6 +84,7 @@ dialogflow:
        {
          'project_id': { 'type': 'string' },
          'credentials': { 'type': 'object' },
+          'region': { 'type': 'string' },
        },
      'required': ['project_id', 'credentials'],
      'additionalProperties': false,
@ -106,8 +107,21 @@ dialogflow:
        'validation-messages':
          { 'JSON': 'Invalid JSON', 'required': 'Credentials is required' },
      },
+      {
+        'label': 'Dialogflow Region',
+        'type': 'select',
+        'name': 'region',
+        'default': 'global',
+        'options': [
+          { 'label': 'Global - Default', 'value': 'global' },
+          { 'label': 'AS-NE1 - Tokyo, Japan', 'value': 'asia-northeast1' },
+          { 'label': 'AU-SE1 - Sydney, Australia', 'value': 'australia-southeast1' },
+          { 'label': 'EU-W1 - St. Ghislain, Belgium', 'value': 'europe-west1' },
+          { 'label': 'EU-W2 - London, England', 'value': 'europe-west2' },
+        ],
+      },
    ]
-  visible_properties: ['project_id']
+  visible_properties: ['project_id', 'region']
 google_translate:
  id: google_translate
  logo: google-translate.png
--- a/config/routes.rb
+++ b/config/routes.rb
@ -98,7 +98,7 @@ Rails.application.routes.draw do
          namespace :channels do
            resource :twilio_channel, only: [:create]
          end
-          resources :conversations, only: [:index, :create, :show, :update] do
+          resources :conversations, only: [:index, :create, :show, :update, :destroy] do
            collection do
              get :meta
              get :search
@ -533,7 +533,7 @@ Rails.application.routes.draw do
      end

      # resources that doesn't appear in primary navigation in super admin
-      resources :account_users, only: [:new, :create, :destroy]
+      resources :account_users, only: [:new, :create, :show, :destroy]
    end
    authenticated :super_admin do
      mount Sidekiq::Web => '/monitoring/sidekiq'
--- a/enterprise/app/jobs/captain/conversation/response_builder_job.rb
+++ b/enterprise/app/jobs/captain/conversation/response_builder_job.rb
@ -1,5 +1,6 @@
 class Captain::Conversation::ResponseBuilderJob < ApplicationJob
  MAX_MESSAGE_LENGTH = 10_000
+  retry_on ActiveStorage::FileNotFoundError, attempts: 3

  def perform(conversation, assistant)
    @conversation = conversation
@ -12,6 +13,8 @@ class Captain::Conversation::ResponseBuilderJob < ApplicationJob
      generate_and_process_response
    end
  rescue StandardError => e
+    raise e if e.is_a?(ActiveJob::FileNotFoundError)
+
    handle_error(e)
  ensure
    Current.executed_by = nil
@ -49,10 +52,24 @@ class Captain::Conversation::ResponseBuilderJob < ApplicationJob

  def message_content(message)
    return message.content if message.content.present?
+    return 'User has shared a message without content' unless message.attachments.any?

-    return 'User has shared an attachment' if message.attachments.any?
+    audio_transcriptions = extract_audio_transcriptions(message.attachments)
+    return audio_transcriptions if audio_transcriptions.present?

-    'User has shared a message without content'
+    'User has shared an attachment'
+  end
+
+  def extract_audio_transcriptions(attachments)
+    audio_attachments = attachments.where(file_type: :audio)
+    return '' if audio_attachments.blank?
+
+    transcriptions = ''
+    audio_attachments.each do |attachment|
+      result = Messages::AudioTranscriptionService.new(attachment).perform
+      transcriptions += result[:transcriptions] if result[:success]
+    end
+    transcriptions
  end

  def determine_role(message)
--- a/enterprise/app/jobs/enterprise/delete_object_job.rb
+++ b/enterprise/app/jobs/enterprise/delete_object_job.rb
@ -4,7 +4,7 @@ module Enterprise::DeleteObjectJob
  end

  def create_audit_entry(object, user, ip)
-    return unless ['Inbox'].include?(object.class.to_s) && user.present?
+    return unless %w[Inbox Conversation].include?(object.class.to_s) && user.present?

    Enterprise::AuditLog.create(
      auditable: object,
--- a/enterprise/app/jobs/messages/audio_transcription_job.rb
+++ b/enterprise/app/jobs/messages/audio_transcription_job.rb
@ -0,0 +1,12 @@
+class Messages::AudioTranscriptionJob < ApplicationJob
+  queue_as :low
+
+  retry_on ActiveStorage::FileNotFoundError, wait: 2.seconds, attempts: 3
+
+  def perform(attachment_id)
+    attachment = Attachment.find_by(id: attachment_id)
+    return if attachment.blank?
+
+    Messages::AudioTranscriptionService.new(attachment).perform
+  end
+end
--- a/enterprise/app/models/enterprise/audit/conversation.rb
+++ b/enterprise/app/models/enterprise/audit/conversation.rb
@ -0,0 +1,7 @@
+module Enterprise::Audit::Conversation
+  extend ActiveSupport::Concern
+
+  included do
+    audited only: [], on: [:destroy]
+  end
+end
--- a/enterprise/app/models/enterprise/concerns/attachment.rb
+++ b/enterprise/app/models/enterprise/concerns/attachment.rb
@ -0,0 +1,15 @@
+module Enterprise::Concerns::Attachment
+  extend ActiveSupport::Concern
+
+  included do
+    after_create_commit :enqueue_audio_transcription
+  end
+
+  private
+
+  def enqueue_audio_transcription
+    return unless file_type.to_sym == :audio
+
+    Messages::AudioTranscriptionJob.perform_later(id)
+  end
+end
--- a/enterprise/app/services/messages/audio_transcription_service.rb
+++ b/enterprise/app/services/messages/audio_transcription_service.rb
@ -0,0 +1,61 @@
+class Messages::AudioTranscriptionService < Llm::BaseOpenAiService
+  attr_reader :attachment, :message, :account
+
+  def initialize(attachment)
+    super()
+    @attachment = attachment
+    @message = attachment.message
+    @account = message.account
+  end
+
+  def perform
+    return { error: 'Transcription limit exceeded' } unless can_transcribe?
+    return { error: 'Message not found' } if message.blank?
+
+    transcriptions = transcribe_audio
+    Rails.logger.info "Audio transcription successful: #{transcriptions}"
+    { success: true, transcriptions: transcriptions }
+  end
+
+  private
+
+  def can_transcribe?
+    account.audio_transcriptions.present? && account.usage_limits[:captain][:responses][:current_available].positive?
+  end
+
+  def fetch_audio_file
+    temp_dir = Rails.root.join('tmp/uploads')
+    FileUtils.mkdir_p(temp_dir)
+    temp_file_path = File.join(temp_dir, attachment.file.filename.to_s)
+    File.write(temp_file_path, attachment.file.download, mode: 'wb')
+    temp_file_path
+  end
+
+  def transcribe_audio
+    transcribed_text = attachment.meta&.[]('transcribed_text') || ''
+    return transcribed_text if transcribed_text.present?
+
+    temp_file_path = fetch_audio_file
+
+    response = @client.audio.transcribe(
+      parameters: {
+        model: 'whisper-1',
+        file: File.open(temp_file_path),
+        temperature: 0.4
+      }
+    )
+
+    FileUtils.rm_f(temp_file_path)
+
+    update_transcription(response['text'])
+    response['text']
+  end
+
+  def update_transcription(transcribed_text)
+    return if transcribed_text.blank?
+
+    attachment.update!(meta: { transcribed_text: transcribed_text })
+    message.reload.send_update_event
+    message.account.increment_response_usage
+  end
+end
--- a/lib/integrations/dialogflow/processor_service.rb
+++ b/lib/integrations/dialogflow/processor_service.rb
@ -65,13 +65,37 @@ class Integrations::Dialogflow::ProcessorService < Integrations::BotProcessorSer
    ::Google::Cloud::Dialogflow::V2::Sessions::Client.configure do |config|
      config.timeout = 10.0
      config.credentials = hook.settings['credentials']
+      config.endpoint = dialogflow_endpoint
    end
  end

+  def normalized_region
+    region = hook.settings['region'].to_s.strip
+    (region.presence || 'global')
+  end
+
+  def dialogflow_endpoint
+    region = normalized_region
+    return 'dialogflow.googleapis.com' if region == 'global'
+
+    "#{region}-dialogflow.googleapis.com"
+  end
+
  def detect_intent(session_id, message)
    client = ::Google::Cloud::Dialogflow::V2::Sessions::Client.new
-    session = "projects/#{hook.settings['project_id']}/agent/sessions/#{session_id}"
+    session = build_session_path(session_id)
    query_input = { text: { text: message, language_code: 'en-US' } }
    client.detect_intent session: session, query_input: query_input
  end
+
+  def build_session_path(session_id)
+    project_id = hook.settings['project_id']
+    region = normalized_region
+
+    if region == 'global'
+      "projects/#{project_id}/agent/sessions/#{session_id}"
+    else
+      "projects/#{project_id}/locations/#{region}/agent/sessions/#{session_id}"
+    end
+  end
 end
--- a/package.json
+++ b/package.json
@ -34,7 +34,7 @@
    "@breezystack/lamejs": "^1.2.7",
    "@chatwoot/ninja-keys": "1.2.3",
    "@chatwoot/prosemirror-schema": "1.1.1-next",
-    "@chatwoot/utils": "^0.0.45",
+    "@chatwoot/utils": "^0.0.46",
    "@formkit/core": "^1.6.7",
    "@formkit/vue": "^1.6.7",
    "@hcaptcha/vue3-hcaptcha": "^1.3.0",
--- a/pnpm-lock.yaml
+++ b/pnpm-lock.yaml
@ -23,8 +23,8 @@ importers:
        specifier: 1.1.1-next
        version: 1.1.1-next
      '@chatwoot/utils':
-        specifier: ^0.0.45
-        version: 0.0.45
+        specifier: ^0.0.46
+        version: 0.0.46
      '@formkit/core':
        specifier: ^1.6.7
        version: 1.6.7
@ -406,8 +406,8 @@ packages:
  '@chatwoot/prosemirror-schema@1.1.1-next':
    resolution: {integrity: sha512-/M2qZ+ZF7GlQNt1riwVP499fvp3hxSqd5iy8hxyF9pkj9qQ+OKYn5JK+v3qwwqQY3IxhmNOn1Lp6tm7vstrd9Q==}

-  '@chatwoot/utils@0.0.45':
-    resolution: {integrity: sha512-zqmuri6MrEFAY1tLv7Z3HBy4Ig60LhSrLkEiHegVsOVSxPv4Bedq+xmAW7LphvcLNgbkkvu17MU91gvMVlpEHw==}
+  '@chatwoot/utils@0.0.46':
+    resolution: {integrity: sha512-a68CQ+aPFfyMr7dnXUUSt/kwHEazBd7Y8aidDZeDp5eL7sych7EpmT5XMTmhttlqMiRsmwETblXJJ2fBH6I44A==}
    engines: {node: '>=10'}

  '@codemirror/commands@6.7.0':
@ -5255,7 +5255,7 @@ snapshots:
      prosemirror-utils: 1.2.2(prosemirror-model@1.22.3)(prosemirror-state@1.4.3)
      prosemirror-view: 1.34.1

-  '@chatwoot/utils@0.0.45':
+  '@chatwoot/utils@0.0.46':
    dependencies:
      date-fns: 2.30.0

--- a/spec/controllers/api/v1/accounts/conversations_controller_spec.rb
+++ b/spec/controllers/api/v1/accounts/conversations_controller_spec.rb
@ -926,4 +926,63 @@ RSpec.describe 'Conversations API', type: :request do
      end
    end
  end
+
+  describe 'DELETE /api/v1/accounts/{account.id}/conversations/:id' do
+    let(:conversation) { create(:conversation, account: account) }
+    let(:agent) { create(:user, account: account, role: :agent) }
+    let(:administrator) { create(:user, account: account, role: :administrator) }
+
+    context 'when it is an unauthenticated user' do
+      it 'returns unauthorized' do
+        delete "/api/v1/accounts/#{account.id}/conversations/#{conversation.display_id}"
+
+        expect(response).to have_http_status(:unauthorized)
+      end
+    end
+
+    context 'when it is an authenticated agent' do
+      before do
+        create(:inbox_member, user: agent, inbox: conversation.inbox)
+      end
+
+      it 'returns unauthorized' do
+        delete "/api/v1/accounts/#{account.id}/conversations/#{conversation.display_id}",
+               headers: agent.create_new_auth_token,
+               as: :json
+
+        expect(response).to have_http_status(:unauthorized)
+        response_body = response.parsed_body
+        expect(response_body['error']).to eq('You are not authorized to do this action')
+      end
+    end
+
+    context 'when it is an authenticated administrator' do
+      before do
+        create(:inbox_member, user: administrator, inbox: conversation.inbox)
+      end
+
+      it 'successfully deletes the conversation' do
+        expect do
+          delete "/api/v1/accounts/#{account.id}/conversations/#{conversation.display_id}",
+                 headers: administrator.create_new_auth_token,
+                 as: :json
+        end.to have_enqueued_job(DeleteObjectJob).with(conversation, administrator, anything)
+
+        expect(response).to have_http_status(:ok)
+      end
+
+      it 'can delete conversations from inboxes without direct access' do
+        other_inbox = create(:inbox, account: account)
+        other_conversation = create(:conversation, account: account, inbox: other_inbox)
+
+        expect do
+          delete "/api/v1/accounts/#{account.id}/conversations/#{other_conversation.display_id}",
+                 headers: administrator.create_new_auth_token,
+                 as: :json
+        end.to have_enqueued_job(DeleteObjectJob).with(other_conversation, administrator, anything)
+
+        expect(response).to have_http_status(:ok)
+      end
+    end
+  end
 end
--- a/spec/controllers/api/v1/accounts/integrations/hooks_controller_spec.rb
+++ b/spec/controllers/api/v1/accounts/integrations/hooks_controller_spec.rb
@ -5,7 +5,7 @@ RSpec.describe 'Integration Hooks API', type: :request do
  let(:admin) { create(:user, account: account, role: :administrator) }
  let(:agent) { create(:user, account: account, role: :agent) }
  let(:inbox) { create(:inbox, account: account) }
-  let(:params) { { app_id: 'dialogflow', inbox_id: inbox.id, settings: { project_id: 'xx', credentials: { test: 'test' } } } }
+  let(:params) { { app_id: 'dialogflow', inbox_id: inbox.id, settings: { project_id: 'xx', credentials: { test: 'test' }, region: 'europe-west1' } } }

  describe 'POST /api/v1/accounts/{account.id}/integrations/hooks' do
    context 'when it is an unauthenticated user' do
--- a/spec/enterprise/jobs/messages/audio_transcription_job_spec.rb
+++ b/spec/enterprise/jobs/messages/audio_transcription_job_spec.rb
@ -0,0 +1,41 @@
+require 'rails_helper'
+
+RSpec.describe Messages::AudioTranscriptionJob do
+  subject(:job) { described_class.perform_later(attachment_id) }
+
+  let(:message) { create(:message) }
+  let(:attachment) do
+    message.attachments.create!(
+      account_id: message.account_id,
+      file_type: :audio,
+      file: fixture_file_upload('public/audio/widget/ding.mp3')
+    )
+  end
+  let(:attachment_id) { attachment.id }
+  let(:conversation) { message.conversation }
+  let(:transcription_service) { instance_double(Messages::AudioTranscriptionService) }
+
+  it 'enqueues the job' do
+    expect { job }.to have_enqueued_job(described_class)
+      .with(attachment_id)
+      .on_queue('low')
+  end
+
+  context 'when performing the job' do
+    before do
+      allow(Messages::AudioTranscriptionService).to receive(:new).with(attachment).and_return(transcription_service)
+      allow(transcription_service).to receive(:perform)
+    end
+
+    it 'calls AudioTranscriptionService with the attachment' do
+      expect(Messages::AudioTranscriptionService).to receive(:new).with(attachment)
+      expect(transcription_service).to receive(:perform)
+      described_class.perform_now(attachment_id)
+    end
+
+    it 'does nothing when attachment is not found' do
+      expect(Messages::AudioTranscriptionService).not_to receive(:new)
+      described_class.perform_now(999_999)
+    end
+  end
+end
--- a/spec/enterprise/services/messages/audio_transcription_service_spec.rb
+++ b/spec/enterprise/services/messages/audio_transcription_service_spec.rb
@ -0,0 +1,57 @@
+require 'rails_helper'
+
+RSpec.describe Messages::AudioTranscriptionService, type: :service do
+  let(:account) { create(:account, audio_transcriptions: true) }
+  let(:conversation) { create(:conversation, account: account) }
+  let(:message) { create(:message, conversation: conversation) }
+  let(:attachment) { message.attachments.create!(account: account, file_type: :audio) }
+
+  before do
+    # Create required installation configs
+    create(:installation_config, name: 'CAPTAIN_OPEN_AI_API_KEY', value: 'test-api-key')
+    create(:installation_config, name: 'CAPTAIN_OPEN_AI_MODEL', value: 'gpt-4o-mini')
+
+    # Mock usage limits for transcription to be available
+    allow(account).to receive(:usage_limits).and_return({ captain: { responses: { current_available: 100 } } })
+  end
+
+  describe '#perform' do
+    let(:service) { described_class.new(attachment) }
+
+    context 'when transcription is successful' do
+      before do
+        # Mock can_transcribe? to return true and transcribe_audio method
+        allow(service).to receive(:can_transcribe?).and_return(true)
+        allow(service).to receive(:transcribe_audio).and_return('Hello world transcription')
+      end
+
+      it 'returns successful transcription' do
+        result = service.perform
+        expect(result).to eq({ success: true, transcriptions: 'Hello world transcription' })
+      end
+    end
+
+    context 'when audio transcriptions are disabled' do
+      before do
+        account.update!(audio_transcriptions: false)
+      end
+
+      it 'returns error for transcription limit exceeded' do
+        result = service.perform
+        expect(result).to eq({ error: 'Transcription limit exceeded' })
+      end
+    end
+
+    context 'when attachment already has transcribed text' do
+      before do
+        attachment.update!(meta: { transcribed_text: 'Existing transcription' })
+        allow(service).to receive(:can_transcribe?).and_return(true)
+      end
+
+      it 'returns existing transcription without calling API' do
+        result = service.perform
+        expect(result).to eq({ success: true, transcriptions: 'Existing transcription' })
+      end
+    end
+  end
+end
--- a/spec/factories/integrations/hooks.rb
+++ b/spec/factories/integrations/hooks.rb
@ -9,7 +9,7 @@ FactoryBot.define do

    trait :dialogflow do
      app_id { 'dialogflow' }
-      settings { { project_id: 'test', credentials: {} } }
+      settings { { project_id: 'test', credentials: {}, region: 'global' } }
    end

    trait :dyte do
--- a/spec/lib/integrations/dialogflow/processor_service_spec.rb
+++ b/spec/lib/integrations/dialogflow/processor_service_spec.rb
@ -175,4 +175,65 @@ describe Integrations::Dialogflow::ProcessorService do
        .to change(hook, :status).from('enabled').to('disabled')
    end
  end
+
+  describe 'region configuration' do
+    let(:processor) { described_class.new(event_name: event_name, hook: hook, event_data: event_data) }
+
+    context 'when region is global or not specified' do
+      it 'uses global endpoint and session path' do
+        hook.update(settings: { 'project_id' => 'test-project', 'credentials' => {} })
+
+        expect(processor.send(:dialogflow_endpoint)).to eq('dialogflow.googleapis.com')
+        expect(processor.send(:build_session_path, 'test-session')).to eq('projects/test-project/agent/sessions/test-session')
+      end
+    end
+
+    context 'when region is specified' do
+      it 'uses regional endpoint and session path' do
+        hook.update(settings: { 'project_id' => 'test-project', 'credentials' => {}, 'region' => 'europe-west1' })
+
+        expect(processor.send(:dialogflow_endpoint)).to eq('europe-west1-dialogflow.googleapis.com')
+        expect(processor.send(:build_session_path, 'test-session')).to eq('projects/test-project/locations/europe-west1/agent/sessions/test-session')
+      end
+    end
+
+    it 'configures client with correct endpoint' do
+      hook.update(settings: { 'project_id' => 'test', 'credentials' => {}, 'region' => 'europe-west1' })
+      config = OpenStruct.new
+      expect(Google::Cloud::Dialogflow::V2::Sessions::Client).to receive(:configure).and_yield(config)
+
+      processor.send(:configure_dialogflow_client_defaults)
+      expect(config.endpoint).to eq('europe-west1-dialogflow.googleapis.com')
+    end
+
+    context 'when calling detect_intent' do
+      let(:mock_client) { instance_double(Google::Cloud::Dialogflow::V2::Sessions::Client) }
+
+      before do
+        allow(Google::Cloud::Dialogflow::V2::Sessions::Client).to receive(:new).and_return(mock_client)
+      end
+
+      it 'uses global session path when region is not specified' do
+        hook.update(settings: { 'project_id' => 'test-project', 'credentials' => {} })
+
+        expect(mock_client).to receive(:detect_intent).with(
+          session: 'projects/test-project/agent/sessions/test-session',
+          query_input: { text: { text: 'Hello', language_code: 'en-US' } }
+        )
+
+        processor.send(:detect_intent, 'test-session', 'Hello')
+      end
+
+      it 'uses regional session path when region is specified' do
+        hook.update(settings: { 'project_id' => 'test-project', 'credentials' => {}, 'region' => 'europe-west1' })
+
+        expect(mock_client).to receive(:detect_intent).with(
+          session: 'projects/test-project/locations/europe-west1/agent/sessions/test-session',
+          query_input: { text: { text: 'Hello', language_code: 'en-US' } }
+        )
+
+        processor.send(:detect_intent, 'test-session', 'Hello')
+      end
+    end
+  end
 end
--- a/spec/mailers/agent_notifications/conversation_notifications_mailer_spec.rb
+++ b/spec/mailers/agent_notifications/conversation_notifications_mailer_spec.rb
@ -18,7 +18,7 @@ RSpec.describe AgentNotifications::ConversationNotificationsMailer do

    it 'renders the subject' do
      expect(mail.subject).to eq("#{agent.available_name}, A new conversation [ID - #{conversation
-        .display_id}] has been created in #{conversation.inbox&.name}.")
+        .display_id}] has been created in #{conversation.inbox&.sanitized_name}.")
    end

    it 'renders the receiver email' do
--- a/spec/mailers/conversation_reply_mailer_spec.rb
+++ b/spec/mailers/conversation_reply_mailer_spec.rb
@ -87,7 +87,7 @@ RSpec.describe ConversationReplyMailer do
      let(:mail) { described_class.reply_with_summary(message.conversation, message.id).deliver_now }

      it 'has correct name' do
-        expect(mail[:from].display_names).to eq(["#{message.sender.available_name} from Inbox"])
+        expect(mail[:from].display_names).to eq(["#{message.sender.available_name} from #{message.conversation.inbox.sanitized_name}"])
      end
    end

@ -224,11 +224,11 @@ RSpec.describe ConversationReplyMailer do
    end

    context 'when smtp enabled for email channel' do
-      let(:smtp_email_channel) do
+      let(:smtp_channel) do
        create(:channel_email, smtp_enabled: true, smtp_address: 'smtp.gmail.com', smtp_port: 587, smtp_login: 'smtp@gmail.com',
                               smtp_password: 'password', smtp_domain: 'smtp.gmail.com', account: account)
      end
-      let(:conversation) { create(:conversation, assignee: agent, inbox: smtp_email_channel.inbox, account: account).reload }
+      let(:conversation) { create(:conversation, assignee: agent, inbox: smtp_channel.inbox, account: account).reload }
      let(:message) { create(:message, conversation: conversation, account: account, message_type: 'outgoing', content: 'Outgoing Message 2') }

      it 'use smtp mail server' do
@ -240,19 +240,19 @@ RSpec.describe ConversationReplyMailer do

      it 'renders sender name in the from address' do
        mail = described_class.email_reply(message)
-        expect(mail['from'].value).to eq "#{message.sender.available_name} from #{smtp_email_channel.inbox.name} <#{smtp_email_channel.email}>"
+        expect(mail['from'].value).to eq "#{message.sender.available_name} from #{smtp_channel.inbox.sanitized_name} <#{smtp_channel.email}>"
      end

      it 'renders sender name even when assignee is not present' do
        conversation.update(assignee_id: nil)
        mail = described_class.email_reply(message)
-        expect(mail['from'].value).to eq "#{message.sender.available_name} from #{smtp_email_channel.inbox.name} <#{smtp_email_channel.email}>"
+        expect(mail['from'].value).to eq "#{message.sender.available_name} from #{smtp_channel.inbox.sanitized_name} <#{smtp_channel.email}>"
      end

      it 'renders assignee name in the from address when sender_name not available' do
        message.update(sender_id: nil)
        mail = described_class.email_reply(message)
-        expect(mail['from'].value).to eq "#{conversation.assignee.available_name} from #{smtp_email_channel.inbox.name} <#{smtp_email_channel.email}>"
+        expect(mail['from'].value).to eq "#{conversation.assignee.available_name} from #{smtp_channel.inbox.sanitized_name} <#{smtp_channel.email}>"
      end

      it 'renders inbox name as sender and assignee or business_name not present' do
@ -260,7 +260,7 @@ RSpec.describe ConversationReplyMailer do
        conversation.update(assignee_id: nil)

        mail = described_class.email_reply(message)
-        expect(mail['from'].value).to eq "Notifications from #{smtp_email_channel.inbox.name} <#{smtp_email_channel.email}>"
+        expect(mail['from'].value).to eq "Notifications from #{smtp_channel.inbox.sanitized_name} <#{smtp_channel.email}>"
      end

      context 'when friendly name enabled' do
@ -276,7 +276,7 @@ RSpec.describe ConversationReplyMailer do

          mail = described_class.email_reply(message)

-          expect(mail['from'].value).to eq "Notifications from #{conversation.inbox.name} <#{smtp_email_channel.email}>"
+          expect(mail['from'].value).to eq "Notifications from #{conversation.inbox.sanitized_name} <#{smtp_channel.email}>"
        end

        it 'renders sender name as sender and assignee nil and business_name present' do
@ -286,7 +286,7 @@ RSpec.describe ConversationReplyMailer do
          mail = described_class.email_reply(message)

          expect(mail['from'].value).to eq(
-            "Notifications from #{conversation.inbox.business_name} <#{smtp_email_channel.email}>"
+            "Notifications from #{conversation.inbox.business_name} <#{smtp_channel.email}>"
          )
        end

@ -295,7 +295,7 @@ RSpec.describe ConversationReplyMailer do
          conversation.update(assignee_id: agent.id)

          mail = described_class.email_reply(message)
-          expect(mail['from'].value).to eq "#{agent.available_name} from #{conversation.inbox.business_name} <#{smtp_email_channel.email}>"
+          expect(mail['from'].value).to eq "#{agent.available_name} from #{conversation.inbox.business_name} <#{smtp_channel.email}>"
        end

        it 'renders sender name as sender and assignee and business_name present' do
@ -304,7 +304,7 @@ RSpec.describe ConversationReplyMailer do
          conversation.update(assignee_id: agent.id)

          mail = described_class.email_reply(message)
-          expect(mail['from'].value).to eq "#{agent_2.available_name} from #{conversation.inbox.business_name} <#{smtp_email_channel.email}>"
+          expect(mail['from'].value).to eq "#{agent_2.available_name} from #{conversation.inbox.business_name} <#{smtp_channel.email}>"
        end
      end

@ -321,7 +321,7 @@ RSpec.describe ConversationReplyMailer do

          mail = described_class.email_reply(message)

-          expect(mail['from'].value).to eq "#{conversation.inbox.name} <#{smtp_email_channel.email}>"
+          expect(mail['from'].value).to eq "#{conversation.inbox.sanitized_name} <#{smtp_channel.email}>"
        end

        it 'renders sender name as business_name present' do
@ -330,17 +330,17 @@ RSpec.describe ConversationReplyMailer do

          mail = described_class.email_reply(message)

-          expect(mail['from'].value).to eq "#{conversation.inbox.business_name} <#{smtp_email_channel.email}>"
+          expect(mail['from'].value).to eq "#{conversation.inbox.business_name} <#{smtp_channel.email}>"
        end
      end
    end

    context 'when smtp enabled for microsoft email channel' do
-      let(:ms_smtp_email_channel) do
+      let(:ms_smtp_channel) do
        create(:channel_email, imap_login: 'smtp@outlook.com',
                               imap_enabled: true, account: account, provider: 'microsoft', provider_config: { access_token: 'access_token' })
      end
-      let(:conversation) { create(:conversation, assignee: agent, inbox: ms_smtp_email_channel.inbox, account: account).reload }
+      let(:conversation) { create(:conversation, assignee: agent, inbox: ms_smtp_channel.inbox, account: account).reload }
      let(:message) { create(:message, conversation: conversation, account: account, message_type: 'outgoing', content: 'Outgoing Message 2') }

      it 'use smtp mail server' do
@ -352,11 +352,11 @@ RSpec.describe ConversationReplyMailer do
    end

    context 'when smtp enabled for google email channel' do
-      let(:ms_smtp_email_channel) do
+      let(:ms_smtp_channel) do
        create(:channel_email, imap_login: 'smtp@gmail.com',
                               imap_enabled: true, account: account, provider: 'google', provider_config: { access_token: 'access_token' })
      end
-      let(:conversation) { create(:conversation, assignee: agent, inbox: ms_smtp_email_channel.inbox, account: account).reload }
+      let(:conversation) { create(:conversation, assignee: agent, inbox: ms_smtp_channel.inbox, account: account).reload }
      let(:message) { create(:message, conversation: conversation, account: account, message_type: 'outgoing', content: 'Outgoing Message 2') }

      it 'use smtp mail server' do
@ -430,7 +430,7 @@ RSpec.describe ConversationReplyMailer do

      it 'sets reply to email to be based on the domain' do
        reply_to_email = "reply+#{message.conversation.uuid}@#{conversation.account.domain}"
-        reply_to = "#{message.sender.available_name} from #{conversation.inbox.name} <#{reply_to_email}>"
+        reply_to = "#{message.sender.available_name} from #{conversation.inbox.sanitized_name} <#{reply_to_email}>"
        expect(mail['REPLY-TO'].value).to eq(reply_to)
        expect(mail.reply_to).to eq([reply_to_email])
      end
--- a/spec/models/enterprise/audit/conversation_spec.rb
+++ b/spec/models/enterprise/audit/conversation_spec.rb
@ -0,0 +1,34 @@
+require 'rails_helper'
+
+RSpec.describe 'Conversation Audit', type: :model do
+  let(:account) { create(:account) }
+  let(:conversation) { create(:conversation, account: account) }
+
+  before do
+    # Enable auditing for conversations
+    conversation.class.send(:include, Enterprise::Audit::Conversation) if defined?(Enterprise::Audit::Conversation)
+  end
+
+  describe 'audit logging on destroy' do
+    it 'creates an audit log when conversation is destroyed' do
+      skip 'Enterprise audit module not available' unless defined?(Enterprise::Audit::Conversation)
+
+      expect do
+        conversation.destroy!
+      end.to change(Audited::Audit, :count).by(1)
+
+      audit = Audited::Audit.last
+      expect(audit.auditable_type).to eq('Conversation')
+      expect(audit.action).to eq('destroy')
+      expect(audit.auditable_id).to eq(conversation.id)
+    end
+
+    it 'does not create audit log for other actions by default' do
+      skip 'Enterprise audit module not available' unless defined?(Enterprise::Audit::Conversation)
+
+      expect do
+        conversation.update!(priority: 'high')
+      end.not_to(change(Audited::Audit, :count))
+    end
+  end
+end
--- a/spec/models/inbox_spec.rb
+++ b/spec/models/inbox_spec.rb
@ -164,31 +164,7 @@ RSpec.describe Inbox do
    let(:inbox) { FactoryBot.create(:inbox) }

    context 'when validating inbox name' do
-      it 'does not allow any special character at the end' do
-        inbox.name = 'this is my inbox name-'
-        expect(inbox).not_to be_valid
-        expect(inbox.errors.full_messages).to eq(
-          ['Name should not start or end with symbols, and it should not have < > / \\ @ characters.']
-        )
-      end
-
-      it 'does not allow any special character at the start' do
-        inbox.name = '-this is my inbox name'
-        expect(inbox).not_to be_valid
-        expect(inbox.errors.full_messages).to eq(
-          ['Name should not start or end with symbols, and it should not have < > / \\ @ characters.']
-        )
-      end
-
-      it 'does not allow chacters like /\@<> in the entire string' do
-        inbox.name = 'inbox@name'
-        expect(inbox).not_to be_valid
-        expect(inbox.errors.full_messages).to eq(
-          ['Name should not start or end with symbols, and it should not have < > / \\ @ characters.']
-        )
-      end
-
-      it 'does not empty string' do
+      it 'does not allow empty string' do
        inbox.name = ''
        expect(inbox).not_to be_valid
        expect(inbox.errors.full_messages[0]).to eq(
@ -282,4 +258,134 @@ RSpec.describe Inbox do
      inbox.touch # rubocop:disable Rails/SkipsModelValidations
    end
  end
+
+  describe '#sanitized_name' do
+    context 'when inbox name contains forbidden characters' do
+      it 'removes forbidden and spam-trigger characters' do
+        inbox = FactoryBot.build(:inbox, name: 'Test/Name\\With<Bad>@Characters"And\'Quotes!#$%')
+        expect(inbox.sanitized_name).to eq('Test/NameWithBadCharactersAnd\'Quotes')
+      end
+    end
+
+    context 'when inbox name has leading/trailing non-word characters' do
+      it 'removes leading and trailing symbols' do
+        inbox = FactoryBot.build(:inbox, name: '!!!Test Name***')
+        expect(inbox.sanitized_name).to eq('Test Name')
+      end
+
+      it 'handles mixed leading/trailing characters' do
+        inbox = FactoryBot.build(:inbox, name: '###@@@Test Inbox Name$$$%%')
+        expect(inbox.sanitized_name).to eq('Test Inbox Name')
+      end
+    end
+
+    context 'when inbox name has multiple spaces' do
+      it 'normalizes multiple spaces to single space' do
+        inbox = FactoryBot.build(:inbox, name: 'Test    Multiple     Spaces')
+        expect(inbox.sanitized_name).to eq('Test Multiple Spaces')
+      end
+
+      it 'handles tabs and other whitespace' do
+        inbox = FactoryBot.build(:inbox, name: "Test\t\nMultiple\r\nSpaces")
+        expect(inbox.sanitized_name).to eq('Test Multiple Spaces')
+      end
+    end
+
+    context 'when inbox name has leading/trailing whitespace' do
+      it 'strips whitespace' do
+        inbox = FactoryBot.build(:inbox, name: '   Test Name   ')
+        expect(inbox.sanitized_name).to eq('Test Name')
+      end
+    end
+
+    context 'when inbox name becomes empty after sanitization' do
+      context 'with email channel' do
+        it 'falls back to email local part' do
+          email_channel = FactoryBot.build(:channel_email, email: 'support@example.com')
+          inbox = FactoryBot.build(:inbox, name: '\\<>@"', channel: email_channel)
+          expect(inbox.sanitized_name).to eq('Support')
+        end
+
+        it 'handles email with complex local part' do
+          email_channel = FactoryBot.build(:channel_email, email: 'help-desk_team@example.com')
+          inbox = FactoryBot.build(:inbox, name: '!!!@@@', channel: email_channel)
+          expect(inbox.sanitized_name).to eq('Help Desk Team')
+        end
+      end
+
+      context 'with non-email channel' do
+        it 'returns empty string when name becomes blank' do
+          web_widget_channel = FactoryBot.build(:channel_widget)
+          inbox = FactoryBot.build(:inbox, name: '\\<>@"', channel: web_widget_channel)
+          expect(inbox.sanitized_name).to eq('')
+        end
+      end
+    end
+
+    context 'when inbox name is blank initially' do
+      context 'with email channel' do
+        it 'uses email local part as fallback' do
+          email_channel = FactoryBot.build(:channel_email, email: 'customer-care@example.com')
+          inbox = FactoryBot.build(:inbox, name: '', channel: email_channel)
+          expect(inbox.sanitized_name).to eq('Customer Care')
+        end
+      end
+
+      context 'with non-email channel' do
+        it 'returns empty string' do
+          api_channel = FactoryBot.build(:channel_api)
+          inbox = FactoryBot.build(:inbox, name: '', channel: api_channel)
+          expect(inbox.sanitized_name).to eq('')
+        end
+      end
+    end
+
+    context 'when inbox name contains valid characters' do
+      it 'preserves valid characters like hyphens, underscores, and dots' do
+        inbox = FactoryBot.build(:inbox, name: 'Test-Name_With.Valid-Characters')
+        expect(inbox.sanitized_name).to eq('Test-Name_With.Valid-Characters')
+      end
+
+      it 'preserves alphanumeric characters and spaces' do
+        inbox = FactoryBot.build(:inbox, name: 'Customer Support 123')
+        expect(inbox.sanitized_name).to eq('Customer Support 123')
+      end
+
+      it 'preserves balanced safe characters but removes spam-trigger symbols' do
+        inbox = FactoryBot.build(:inbox, name: "Test!#$%&'*+/=?^_`{|}~-Name")
+        expect(inbox.sanitized_name).to eq("Test'/_-Name")
+      end
+
+      it 'keeps commonly used safe characters' do
+        inbox = FactoryBot.build(:inbox, name: "Support/Help's Team.Desk_2024-Main")
+        expect(inbox.sanitized_name).to eq("Support/Help's Team.Desk_2024-Main")
+      end
+    end
+
+    context 'when inbox name contains problematic characters for email headers' do
+      it 'preserves Unicode symbols (trademark, etc.)' do
+        inbox = FactoryBot.build(:inbox, name: 'Test™Name®With©Special™Characters')
+        expect(inbox.sanitized_name).to eq('Test™Name®With©Special™Characters')
+      end
+    end
+
+    context 'with edge cases' do
+      it 'handles nil name gracefully' do
+        inbox = FactoryBot.build(:inbox)
+        allow(inbox).to receive(:name).and_return(nil)
+        expect { inbox.sanitized_name }.not_to raise_error
+      end
+
+      it 'handles very long names' do
+        long_name = 'A' * 1000
+        inbox = FactoryBot.build(:inbox, name: long_name)
+        expect(inbox.sanitized_name).to eq(long_name)
+      end
+
+      it 'handles unicode characters and preserves emojis' do
+        inbox = FactoryBot.build(:inbox, name: 'Test Name with émojis 🎉')
+        expect(inbox.sanitized_name).to eq('Test Name with émojis 🎉')
+      end
+    end
+  end
 end
--- a/spec/policies/conversation_policy_spec.rb
+++ b/spec/policies/conversation_policy_spec.rb
@ -0,0 +1,34 @@
+require 'rails_helper'
+
+RSpec.describe ConversationPolicy, type: :policy do
+  subject { described_class }
+
+  let(:account) { create(:account) }
+  let(:conversation) { create(:conversation, account: account) }
+  let(:administrator) { create(:user, account: account, role: :administrator) }
+  let(:agent) { create(:user, account: account, role: :agent) }
+  let(:administrator_context) { { user: administrator, account: account, account_user: administrator.account_users.first } }
+  let(:agent_context) { { user: agent, account: account, account_user: agent.account_users.first } }
+
+  permissions :destroy? do
+    context 'when user is an administrator' do
+      it 'allows destroy' do
+        expect(subject).to permit(administrator_context, conversation)
+      end
+    end
+
+    context 'when user is an agent' do
+      it 'denies destroy' do
+        expect(subject).not_to permit(agent_context, conversation)
+      end
+    end
+  end
+
+  permissions :index? do
+    context 'when user is authenticated' do
+      it 'allows index' do
+        expect(subject).to permit(agent_context, conversation)
+      end
+    end
+  end
+end