feat(retention): UI layer — badge, filters, cohort matrix, KPI dashboard

- RetentionSummaryBadge in the "Previous conversations" sidebar:
  tiered status (First contact / Active / Recurring / Sleeping /
  At risk / Inactive) + counts of interactions, one-shots, Pix.

- Retention tab in Captain Reports: KpiCards, FlowCard, CohortMatrix
  (12x13 heatmap with CSV export).

- Five new filters on the contacts list: recurring, last interaction,
  days since, interactions count, reservations paid.

- Full pt_BR + en i18n under CAPTAIN_REPORTS.RETENTION.*

- Spec for InteractionCalculatorService covering gap behavior,
  one-shot classification, internal-label exclusion, multi-conversation
  grouping across the 30h window.

- Docs: docs/captain-retention-indicators.md with business rules,
  column reference, endpoint shape, and backup SQL queries.

app/javascript/dashboard/api/captain/reports.js

@@ -33,6 +33,14 @@ class CaptainReportsAPI extends ApiClient {
   deliverExecutive(params = {}) {
     return axios.post(`${this.url}/executive/deliver`, params);
   }
+
+  getRetention(params = {}) {
+    return axios.get(`${this.url}/retention`, { params });
+  }
+
+  getRetentionCohort(params = {}) {
+    return axios.get(`${this.url}/retention/cohort`, { params });
+  }
 }
 
 export default new CaptainReportsAPI();

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

@@ -199,6 +199,61 @@ export function useContactFilterContext() {
       filterOperators: equalityOperators.value,
       attributeModel: 'standard',
     },
+    // --- Retenção / recorrência ---
+    {
+      attributeKey: CONTACT_ATTRIBUTES.IS_RECURRING,
+      value: CONTACT_ATTRIBUTES.IS_RECURRING,
+      attributeName: 'Cliente recorrente',
+      label: 'Cliente recorrente',
+      inputType: 'searchSelect',
+      options: [
+        { id: 'true', name: 'Sim' },
+        { id: 'false', name: 'Não' },
+      ],
+      dataType: 'text',
+      filterOperators: equalityOperators.value,
+      attributeModel: 'standard',
+    },
+    {
+      attributeKey: CONTACT_ATTRIBUTES.LAST_INTERACTION_AT,
+      value: CONTACT_ATTRIBUTES.LAST_INTERACTION_AT,
+      attributeName: 'Última interação',
+      label: 'Última interação',
+      inputType: 'date',
+      dataType: 'text',
+      filterOperators: dateOperators.value,
+      attributeModel: 'standard',
+    },
+    {
+      attributeKey: CONTACT_ATTRIBUTES.DAYS_SINCE_LAST_INTERACTION,
+      value: CONTACT_ATTRIBUTES.DAYS_SINCE_LAST_INTERACTION,
+      attributeName: 'Dias sem interagir',
+      label: 'Dias sem interagir',
+      inputType: 'plainText',
+      dataType: 'number',
+      filterOperators: equalityOperators.value,
+      attributeModel: 'standard',
+    },
+    {
+      attributeKey: CONTACT_ATTRIBUTES.INTERACTIONS_COUNT,
+      value: CONTACT_ATTRIBUTES.INTERACTIONS_COUNT,
+      attributeName: 'Nº de interações',
+      label: 'Nº de interações',
+      inputType: 'plainText',
+      dataType: 'number',
+      filterOperators: equalityOperators.value,
+      attributeModel: 'standard',
+    },
+    {
+      attributeKey: CONTACT_ATTRIBUTES.RESERVATIONS_PAID_COUNT,
+      value: CONTACT_ATTRIBUTES.RESERVATIONS_PAID_COUNT,
+      attributeName: 'Reservas pagas',
+      label: 'Reservas pagas',
+      inputType: 'plainText',
+      dataType: 'number',
+      filterOperators: equalityOperators.value,
+      attributeModel: 'standard',
+    },
     ...customFilterTypes.value,
   ]);
 

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

@@ -28,6 +28,12 @@ export const CONTACT_ATTRIBUTES = {
   REFERER: 'referer',
   BLOCKED: 'blocked',
   LABELS: 'labels',
+  // Retenção / recorrência (stats desnormalizados em contacts)
+  IS_RECURRING: 'is_recurring',
+  LAST_INTERACTION_AT: 'last_interaction_at',
+  DAYS_SINCE_LAST_INTERACTION: 'days_since_last_interaction',
+  INTERACTIONS_COUNT: 'interactions_count',
+  RESERVATIONS_PAID_COUNT: 'reservations_paid_count',
 };
 
 /**

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

@@ -0,0 +1,130 @@
+<script setup>
+import { computed } from 'vue';
+import { useI18n } from 'vue-i18n';
+import { useStore } from 'dashboard/composables/store';
+
+const props = defineProps({
+  contactId: { type: [String, Number], required: true },
+});
+
+const { t } = useI18n();
+const store = useStore();
+
+const contact = computed(() =>
+  store.getters['contacts/getContact'](props.contactId)
+);
+
+const summary = computed(() => {
+  if (!contact.value) return null;
+  return {
+    interactions: contact.value.interactions_count ?? 0,
+    oneShots: contact.value.one_shot_consultations_count ?? 0,
+    pixGenerated: contact.value.pix_generated_count ?? 0,
+    reservationsPaid: contact.value.reservations_paid_count ?? 0,
+    lastInteractionAt: contact.value.last_interaction_at ?? null,
+    daysSince: contact.value.days_since_last_interaction ?? null,
+    isRecurring: contact.value.is_recurring ?? false,
+  };
+});
+
+const status = computed(() => {
+  const s = summary.value;
+  const B = 'CAPTAIN_REPORTS.RETENTION.BADGE';
+  if (!s || s.interactions === 0)
+    return { label: t(`${B}.STATUS_FIRST`), tone: 'slate' };
+  if (s.daysSince !== null && s.daysSince > 180)
+    return { label: t(`${B}.STATUS_INACTIVE`), tone: 'rose' };
+  if (s.daysSince !== null && s.daysSince > 90)
+    return { label: t(`${B}.STATUS_AT_RISK`), tone: 'orange' };
+  if (s.daysSince !== null && s.daysSince > 30)
+    return { label: t(`${B}.STATUS_SLEEPING`), tone: 'amber' };
+  if (s.isRecurring)
+    return { label: t(`${B}.STATUS_RECURRING`), tone: 'emerald' };
+  return { label: t(`${B}.STATUS_ACTIVE`), tone: 'sky' };
+});
+
+const toneClass = {
+  slate: 'bg-slate-100 text-slate-700 dark:bg-slate-700 dark:text-slate-200',
+  emerald:
+    'bg-emerald-100 text-emerald-700 dark:bg-emerald-900/40 dark:text-emerald-300',
+  sky: 'bg-sky-100 text-sky-700 dark:bg-sky-900/40 dark:text-sky-300',
+  amber: 'bg-amber-100 text-amber-800 dark:bg-amber-900/40 dark:text-amber-200',
+  orange:
+    'bg-orange-100 text-orange-800 dark:bg-orange-900/40 dark:text-orange-200',
+  rose: 'bg-rose-100 text-rose-700 dark:bg-rose-900/40 dark:text-rose-300',
+};
+
+function formatDaysSince(days) {
+  const B = 'CAPTAIN_REPORTS.RETENTION.BADGE';
+  if (days === null || days === undefined) return '';
+  if (days === 0) return t(`${B}.DAYS_TODAY`);
+  if (days === 1) return t(`${B}.DAYS_YESTERDAY`);
+  if (days < 30) return t(`${B}.DAYS_RECENT`, { days });
+  if (days < 60) return t(`${B}.DAYS_ONE_MONTH`);
+  if (days < 365)
+    return t(`${B}.DAYS_MONTHS`, { months: Math.round(days / 30) });
+  return t(`${B}.DAYS_YEARS`, { years: Math.round(days / 365) });
+}
+
+const interactionsLabel = computed(() => {
+  const s = summary.value;
+  if (!s) return '';
+  const parts = t('CAPTAIN_REPORTS.RETENTION.BADGE.INTERACTIONS_LABEL').split(
+    ' | '
+  );
+  return s.interactions === 1 ? parts[0] : parts[1] || parts[0];
+});
+</script>
+
+<template>
+  <div
+    v-if="summary"
+    class="mb-3 rounded-lg border border-slate-200 bg-slate-50/50 px-3 py-2.5 dark:border-slate-700 dark:bg-slate-800/40"
+  >
+    <div class="mb-1.5 flex items-center justify-between">
+      <span
+        :class="toneClass[status.tone]"
+        class="rounded-full px-2 py-0.5 text-[10px] font-semibold uppercase tracking-wide"
+      >
+        {{ status.label }}
+      </span>
+      <span v-if="summary.lastInteractionAt" class="text-[10px] text-slate-500">
+        {{
+          $t('CAPTAIN_REPORTS.RETENTION.BADGE.LAST_INTERACTION', {
+            days: formatDaysSince(summary.daysSince),
+          })
+        }}
+      </span>
+    </div>
+    <div
+      class="flex flex-wrap gap-x-4 gap-y-1 text-xs text-slate-600 dark:text-slate-300"
+    >
+      <span :title="$t('CAPTAIN_REPORTS.RETENTION.BADGE.INTERACTIONS_TITLE')">
+        <strong class="text-slate-900 dark:text-slate-100">{{
+          summary.interactions
+        }}</strong>
+        {{ interactionsLabel }}
+      </span>
+      <span
+        v-if="summary.oneShots > 0"
+        :title="$t('CAPTAIN_REPORTS.RETENTION.BADGE.ONE_SHOT_TITLE')"
+      >
+        <strong class="text-slate-900 dark:text-slate-100">{{
+          summary.oneShots
+        }}</strong>
+        {{ $t('CAPTAIN_REPORTS.RETENTION.BADGE.ONE_SHOT_LABEL') }}
+      </span>
+      <span
+        v-if="summary.pixGenerated > 0"
+        :title="$t('CAPTAIN_REPORTS.RETENTION.BADGE.PIX_TITLE')"
+      >
+        <strong class="text-slate-900 dark:text-slate-100">{{
+          summary.reservationsPaid
+        }}</strong
+        >/{{ summary.pixGenerated }}
+        {{ $t('CAPTAIN_REPORTS.RETENTION.BADGE.PIX_LABEL') }}
+      </span>
+    </div>
+  </div>
+  <div v-else />
+</template>

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

@@ -531,7 +531,74 @@
       "INSIGHTS": "AI Insights",
       "OPERATIONAL": "Operational",
       "EXECUTIVE": "Executive",
-      "LANDING_PAGES": "Landing Pages"
+      "LANDING_PAGES": "Landing Pages",
+      "RETENTION": "Retention"
+    },
+    "RETENTION": {
+      "PERIOD_LABEL": "Period",
+      "PERIOD_THIS_MONTH": "This month",
+      "PERIOD_LAST_30": "Last 30 days",
+      "PERIOD_LAST_90": "Last 90 days",
+      "PERIOD_CUSTOM": "Custom",
+      "APPLY": "Apply",
+      "NO_DATA": "No data.",
+      "KPI": {
+        "ACTIVE": "Active customers",
+        "ACTIVE_HINT": "last interaction within 30 days",
+        "RECURRING": "Recurring",
+        "RECURRING_HINT": "≥2 qualified interactions in 90 days",
+        "RETURN_30D": "30-day return rate",
+        "RETURN_30D_HINT": "returned to interact within 7 days",
+        "PIX_CONVERSION": "Pix conversion",
+        "PIX_CONVERSION_HINT": "{paid} paid out of {generated} generated"
+      },
+      "FLOW": {
+        "TITLE": "Period flow",
+        "NEW_IN_PERIOD": "new in period",
+        "RETURNED_IN_PERIOD": "returned in period",
+        "TOTAL_TOUCHES": "total interactions",
+        "BASE_STATUS": "Current base status",
+        "SLEEPING": "{count} sleeping",
+        "SLEEPING_HINT": "30-90d without contact",
+        "AT_RISK": "{count} at risk",
+        "AT_RISK_HINT": "90-180d without contact",
+        "CHURNED": "{count} inactive",
+        "CHURNED_HINT": "180d+ without contact"
+      },
+      "COHORT": {
+        "TITLE": "Cohort matrix",
+        "SUBTITLE": "% of each cohort's customers who returned to interact in M+N months.",
+        "EXPORT_CSV": "Export CSV",
+        "EMPTY": "No cohort data yet.",
+        "COL_COHORT": "Cohort",
+        "COL_SIZE": "Size",
+        "CELL_TITLE": "{count} active contacts ({rate}%)"
+      },
+      "BADGE": {
+        "STATUS_FIRST": "First contact",
+        "STATUS_INACTIVE": "Inactive",
+        "STATUS_AT_RISK": "At risk",
+        "STATUS_SLEEPING": "Sleeping",
+        "STATUS_RECURRING": "Recurring",
+        "STATUS_ACTIVE": "Active",
+        "LAST_INTERACTION": "last {days}",
+        "INTERACTIONS_LABEL": "interaction | interactions",
+        "INTERACTIONS_TITLE": "Qualified interactions (≥2+2 messages)",
+        "ONE_SHOT_LABEL": "one-shot",
+        "ONE_SHOT_TITLE": "One-shot consultations (≥1+1)",
+        "PIX_LABEL": "Pix paid",
+        "PIX_TITLE": "Pix generated / reservations paid",
+        "DAYS_TODAY": "today",
+        "DAYS_YESTERDAY": "yesterday",
+        "DAYS_RECENT": "{days} days ago",
+        "DAYS_ONE_MONTH": "about 1 month ago",
+        "DAYS_MONTHS": "{months} months ago",
+        "DAYS_YEARS": "{years} years ago"
+      },
+      "ERRORS": {
+        "SUMMARY": "Failed to load retention KPIs",
+        "COHORT": "Failed to load cohort"
+      }
     },
     "EXECUTIVE": {
       "LOADING": "Loading executive digest...",

app/javascript/dashboard/i18n/locale/pt_BR/captain.json

@@ -533,7 +533,74 @@
       "INSIGHTS": "Insights IA",
       "OPERATIONAL": "Operacional",
       "EXECUTIVE": "Executivo",
-      "LANDING_PAGES": "Landing Pages"
+      "LANDING_PAGES": "Landing Pages",
+      "RETENTION": "Retenção"
+    },
+    "RETENTION": {
+      "PERIOD_LABEL": "Período",
+      "PERIOD_THIS_MONTH": "Este mês",
+      "PERIOD_LAST_30": "Últimos 30 dias",
+      "PERIOD_LAST_90": "Últimos 90 dias",
+      "PERIOD_CUSTOM": "Personalizado",
+      "APPLY": "Aplicar",
+      "NO_DATA": "Sem dados.",
+      "KPI": {
+        "ACTIVE": "Clientes ativos",
+        "ACTIVE_HINT": "última interação nos últimos 30 dias",
+        "RECURRING": "Recorrentes",
+        "RECURRING_HINT": "≥2 interações qualificadas em 90 dias",
+        "RETURN_30D": "Taxa de retorno 30d",
+        "RETURN_30D_HINT": "voltaram a interagir em 7 dias",
+        "PIX_CONVERSION": "Conversão Pix",
+        "PIX_CONVERSION_HINT": "{paid} pagos de {generated} gerados"
+      },
+      "FLOW": {
+        "TITLE": "Fluxo do período",
+        "NEW_IN_PERIOD": "novos no período",
+        "RETURNED_IN_PERIOD": "retornaram no período",
+        "TOTAL_TOUCHES": "interações totais",
+        "BASE_STATUS": "Situação atual da base",
+        "SLEEPING": "{count} adormecidos",
+        "SLEEPING_HINT": "30-90d sem contato",
+        "AT_RISK": "{count} em risco",
+        "AT_RISK_HINT": "90-180d sem contato",
+        "CHURNED": "{count} inativos",
+        "CHURNED_HINT": "180d+ sem contato"
+      },
+      "COHORT": {
+        "TITLE": "Matriz de cohort",
+        "SUBTITLE": "% de clientes de cada cohort que voltaram a interagir em M+N meses.",
+        "EXPORT_CSV": "Exportar CSV",
+        "EMPTY": "Ainda não há cohorts com dados.",
+        "COL_COHORT": "Cohort",
+        "COL_SIZE": "Tamanho",
+        "CELL_TITLE": "{count} contatos ativos ({rate}%)"
+      },
+      "BADGE": {
+        "STATUS_FIRST": "Primeiro contato",
+        "STATUS_INACTIVE": "Inativo",
+        "STATUS_AT_RISK": "Em risco",
+        "STATUS_SLEEPING": "Adormecido",
+        "STATUS_RECURRING": "Recorrente",
+        "STATUS_ACTIVE": "Ativo",
+        "LAST_INTERACTION": "última {days}",
+        "INTERACTIONS_LABEL": "interação | interações",
+        "INTERACTIONS_TITLE": "Interações qualificadas (≥2+2 mensagens)",
+        "ONE_SHOT_LABEL": "one-shot",
+        "ONE_SHOT_TITLE": "Consultas one-shot (≥1+1)",
+        "PIX_LABEL": "Pix pagos",
+        "PIX_TITLE": "Pix gerados / reservas pagas",
+        "DAYS_TODAY": "hoje",
+        "DAYS_YESTERDAY": "ontem",
+        "DAYS_RECENT": "há {days} dias",
+        "DAYS_ONE_MONTH": "há cerca de 1 mês",
+        "DAYS_MONTHS": "há {months} meses",
+        "DAYS_YEARS": "há {years} anos"
+      },
+      "ERRORS": {
+        "SUMMARY": "Falha ao carregar KPIs de retenção",
+        "COHORT": "Falha ao carregar cohort"
+      }
     },
     "EXECUTIVE": {
       "LOADING": "Carregando digest executivo...",

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

@@ -1,11 +1,13 @@
 <script>
 import ConversationCard from 'dashboard/components/widgets/conversation/ConversationCard.vue';
+import RetentionSummaryBadge from 'dashboard/components/widgets/conversation/RetentionSummaryBadge.vue';
 import { mapGetters } from 'vuex';
 import Spinner from 'dashboard/components-next/spinner/Spinner.vue';
 
 export default {
   components: {
     ConversationCard,
+    RetentionSummaryBadge,
     Spinner,
   },
   props: {
@@ -47,8 +49,9 @@ export default {
 </script>
 
 <template>
-  <div v-if="!uiFlags.isFetching" class="">
-    <div v-if="!previousConversations.length" class="no-label-message px-4 p-3">
+  <div v-if="!uiFlags.isFetching" class="px-2">
+    <RetentionSummaryBadge :contact-id="contactId" />
+    <div v-if="!previousConversations.length" class="no-label-message p-3">
       <span>
         {{ $t('CONTACT_PANEL.CONVERSATIONS.NO_RECORDS_FOUND') }}
       </span>

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

@@ -8,6 +8,7 @@ import SettingsLayout from '../../SettingsLayout.vue';
 import BaseSettingsHeader from '../../components/BaseSettingsHeader.vue';
 import Button from 'dashboard/components-next/button/Button.vue';
 import CaptainReportsAPI from 'dashboard/api/captain/reports';
+import RetentionTab from './retention/RetentionTab.vue';
 
 const { t } = useI18n();
 const store = useStore();
@@ -31,6 +32,7 @@ const tabs = [
   { key: 'operational' },
   { key: 'executive' },
   { key: 'landing_pages' },
+  { key: 'retention' },
 ];
 
 const lpStats = ref(null);
@@ -426,6 +428,7 @@ const tabLabel = key => {
     operational: t('CAPTAIN_REPORTS.TABS.OPERATIONAL'),
     executive: t('CAPTAIN_REPORTS.TABS.EXECUTIVE'),
     landing_pages: 'Landing Pages',
+    retention: 'Retenção',
   };
   return map[key] || key;
 };
@@ -2725,6 +2728,11 @@ const maxHandoffCount = computed(() =>
             </div>
           </div>
         </div>
+
+        <!-- Tab: Retenção -->
+        <div v-else-if="activeTab === 'retention'" class="p-4">
+          <RetentionTab />
+        </div>
       </div>
     </template>
   </SettingsLayout>

app/javascript/dashboard/routes/dashboard/settings/captain/reports/retention/CohortMatrix.vue

@@ -0,0 +1,172 @@
+<script setup>
+import { computed } from 'vue';
+import { useI18n } from 'vue-i18n';
+
+const props = defineProps({
+  data: { type: Object, default: null },
+  loading: { type: Boolean, default: false },
+});
+
+const { t } = useI18n();
+
+const cohorts = computed(() => props.data?.cohorts ?? []);
+const maxOffset = computed(() => props.data?.max_offset_months ?? 12);
+
+const offsetHeaders = computed(() =>
+  Array.from({ length: maxOffset.value + 1 }, (_, i) => `M+${i}`)
+);
+
+const MONTH_KEYS = [
+  'jan',
+  'fev',
+  'mar',
+  'abr',
+  'mai',
+  'jun',
+  'jul',
+  'ago',
+  'set',
+  'out',
+  'nov',
+  'dez',
+];
+
+function formatMonth(iso) {
+  if (!iso) return '';
+  const date = new Date(iso);
+  return `${MONTH_KEYS[date.getMonth()]}/${String(date.getFullYear()).slice(2)}`;
+}
+
+function cellStyle(rate) {
+  if (rate === null || rate === undefined) return {};
+  if (rate === 0) {
+    return {
+      background: 'rgba(148, 163, 184, 0.12)',
+      color: 'var(--text-muted, #94a3b8)',
+    };
+  }
+  const pct = Math.min(rate, 1);
+  const intensity = 0.2 + pct * 0.8;
+  return {
+    background: `rgba(16, 185, 129, ${intensity})`,
+    color: pct > 0.5 ? '#fff' : '#065f46',
+  };
+}
+
+function cellTitle(cell) {
+  return t('CAPTAIN_REPORTS.RETENTION.COHORT.CELL_TITLE', {
+    count: cell.count,
+    rate: (cell.rate * 100).toFixed(1),
+  });
+}
+
+function exportCsv() {
+  if (!cohorts.value.length) return;
+  const header = ['cohort,size,' + offsetHeaders.value.join(',')];
+  const rows = cohorts.value.map(c => {
+    const cells = c.retention
+      .map(r => `${(r.rate * 100).toFixed(1)}%`)
+      .join(',');
+    return `${formatMonth(c.cohort)},${c.size},${cells}`;
+  });
+  const csv = header.concat(rows).join('\n');
+  const blob = new Blob([csv], { type: 'text/csv' });
+  const url = URL.createObjectURL(blob);
+  const a = document.createElement('a');
+  a.href = url;
+  a.download = 'retention-cohort.csv';
+  a.click();
+  URL.revokeObjectURL(url);
+}
+</script>
+
+<template>
+  <div
+    class="rounded-lg border border-slate-200 bg-white p-5 shadow-sm dark:border-slate-700 dark:bg-slate-800"
+  >
+    <div class="mb-3 flex items-center justify-between">
+      <div>
+        <h3 class="text-base font-semibold text-slate-800 dark:text-slate-100">
+          {{ $t('CAPTAIN_REPORTS.RETENTION.COHORT.TITLE') }}
+        </h3>
+        <p class="text-xs text-slate-500">
+          {{ $t('CAPTAIN_REPORTS.RETENTION.COHORT.SUBTITLE') }}
+        </p>
+      </div>
+      <button
+        v-if="cohorts.length"
+        class="rounded-md border border-slate-200 bg-white px-3 py-1.5 text-xs font-medium hover:bg-slate-50 dark:border-slate-700 dark:bg-slate-800 dark:hover:bg-slate-700"
+        @click="exportCsv"
+      >
+        {{ $t('CAPTAIN_REPORTS.RETENTION.COHORT.EXPORT_CSV') }}
+      </button>
+    </div>
+
+    <div
+      v-if="loading"
+      class="h-48 animate-pulse rounded bg-slate-100 dark:bg-slate-900"
+    />
+
+    <div
+      v-else-if="!cohorts.length"
+      class="py-8 text-center text-sm text-slate-500"
+    >
+      {{ $t('CAPTAIN_REPORTS.RETENTION.COHORT.EMPTY') }}
+    </div>
+
+    <div v-else class="overflow-x-auto">
+      <table class="cohort-table min-w-full border-separate">
+        <thead>
+          <tr>
+            <th
+              class="px-3 py-2 text-left text-xs font-semibold text-slate-500"
+            >
+              {{ $t('CAPTAIN_REPORTS.RETENTION.COHORT.COL_COHORT') }}
+            </th>
+            <th
+              class="px-3 py-2 text-right text-xs font-semibold text-slate-500"
+            >
+              {{ $t('CAPTAIN_REPORTS.RETENTION.COHORT.COL_SIZE') }}
+            </th>
+            <th
+              v-for="h in offsetHeaders"
+              :key="h"
+              class="px-2 py-2 text-center text-xs font-semibold text-slate-500"
+            >
+              {{ h }}
+            </th>
+          </tr>
+        </thead>
+        <tbody>
+          <tr v-for="row in cohorts" :key="row.cohort">
+            <td
+              class="whitespace-nowrap px-3 py-1 text-sm font-medium text-slate-700 dark:text-slate-200"
+            >
+              {{ formatMonth(row.cohort) }}
+            </td>
+            <td
+              class="px-3 py-1 text-right text-sm tabular-nums text-slate-600 dark:text-slate-300"
+            >
+              {{ row.size }}
+            </td>
+            <td
+              v-for="cell in row.retention"
+              :key="cell.month_offset"
+              class="rounded px-2 py-1 text-center text-xs font-semibold tabular-nums"
+              :style="cellStyle(cell.rate)"
+              :title="cellTitle(cell)"
+            >
+              {{ (cell.rate * 100).toFixed(0) }}%
+            </td>
+          </tr>
+        </tbody>
+      </table>
+    </div>
+  </div>
+</template>
+
+<style scoped>
+.cohort-table {
+  border-spacing: 2px;
+}
+</style>

app/javascript/dashboard/routes/dashboard/settings/captain/reports/retention/FlowCard.vue

@@ -0,0 +1,133 @@
+<script setup>
+import { computed } from 'vue';
+
+const props = defineProps({
+  summary: { type: Object, default: null },
+  loading: { type: Boolean, default: false },
+});
+
+const data = computed(() => {
+  if (!props.summary) return null;
+  const flow = props.summary.flow || {};
+  const status = props.summary.status || {};
+  return {
+    newCount: flow.new ?? 0,
+    returnedCount: flow.returned ?? 0,
+    totalTouches: flow.total_touches ?? 0,
+    sleeping: status.sleeping ?? 0,
+    atRisk: status.at_risk ?? 0,
+    churned: status.churned ?? 0,
+  };
+});
+
+const newPct = computed(() => {
+  if (!data.value || data.value.totalTouches === 0) return 0;
+  return Math.round((data.value.newCount / data.value.totalTouches) * 100);
+});
+
+const newBarStyle = computed(() => ({ width: `${newPct.value}%` }));
+const returnedBarStyle = computed(() => ({ width: `${100 - newPct.value}%` }));
+</script>
+
+<template>
+  <div
+    class="rounded-lg border border-slate-200 bg-white p-5 shadow-sm dark:border-slate-700 dark:bg-slate-800"
+  >
+    <h3 class="mb-3 text-base font-semibold text-slate-800 dark:text-slate-100">
+      {{ $t('CAPTAIN_REPORTS.RETENTION.FLOW.TITLE') }}
+    </h3>
+
+    <div
+      v-if="loading"
+      class="h-24 animate-pulse rounded bg-slate-100 dark:bg-slate-900"
+    />
+
+    <template v-else-if="data">
+      <div class="mb-4 grid grid-cols-3 gap-4">
+        <div>
+          <div
+            class="text-2xl font-bold text-emerald-600 dark:text-emerald-400"
+          >
+            {{ data.newCount }}
+          </div>
+          <div class="text-xs text-slate-500">
+            {{ $t('CAPTAIN_REPORTS.RETENTION.FLOW.NEW_IN_PERIOD') }}
+          </div>
+        </div>
+        <div>
+          <div class="text-2xl font-bold text-sky-600 dark:text-sky-400">
+            {{ data.returnedCount }}
+          </div>
+          <div class="text-xs text-slate-500">
+            {{ $t('CAPTAIN_REPORTS.RETENTION.FLOW.RETURNED_IN_PERIOD') }}
+          </div>
+        </div>
+        <div>
+          <div class="text-2xl font-bold text-slate-900 dark:text-slate-100">
+            {{ data.totalTouches }}
+          </div>
+          <div class="text-xs text-slate-500">
+            {{ $t('CAPTAIN_REPORTS.RETENTION.FLOW.TOTAL_TOUCHES') }}
+          </div>
+        </div>
+      </div>
+
+      <!-- Barra de proporção novos vs recorrentes -->
+      <div
+        class="mb-4 h-2 w-full overflow-hidden rounded-full bg-slate-100 dark:bg-slate-900"
+      >
+        <div class="flex h-full">
+          <div class="bg-emerald-500" :style="newBarStyle" />
+          <div class="bg-sky-500" :style="returnedBarStyle" />
+        </div>
+      </div>
+
+      <!-- Status absoluto -->
+      <div class="mt-5 border-t border-slate-100 pt-4 dark:border-slate-700">
+        <div
+          class="mb-2 text-xs font-medium uppercase tracking-wide text-slate-500"
+        >
+          {{ $t('CAPTAIN_REPORTS.RETENTION.FLOW.BASE_STATUS') }}
+        </div>
+        <div class="grid grid-cols-3 gap-3 text-sm">
+          <div class="rounded bg-amber-50 px-3 py-2 dark:bg-amber-900/10">
+            <div class="font-semibold text-amber-700 dark:text-amber-300">
+              {{
+                $t('CAPTAIN_REPORTS.RETENTION.FLOW.SLEEPING', {
+                  count: data.sleeping,
+                })
+              }}
+            </div>
+            <div class="text-xs text-slate-500">
+              {{ $t('CAPTAIN_REPORTS.RETENTION.FLOW.SLEEPING_HINT') }}
+            </div>
+          </div>
+          <div class="rounded bg-orange-50 px-3 py-2 dark:bg-orange-900/10">
+            <div class="font-semibold text-orange-700 dark:text-orange-300">
+              {{
+                $t('CAPTAIN_REPORTS.RETENTION.FLOW.AT_RISK', {
+                  count: data.atRisk,
+                })
+              }}
+            </div>
+            <div class="text-xs text-slate-500">
+              {{ $t('CAPTAIN_REPORTS.RETENTION.FLOW.AT_RISK_HINT') }}
+            </div>
+          </div>
+          <div class="rounded bg-rose-50 px-3 py-2 dark:bg-rose-900/10">
+            <div class="font-semibold text-rose-700 dark:text-rose-300">
+              {{
+                $t('CAPTAIN_REPORTS.RETENTION.FLOW.CHURNED', {
+                  count: data.churned,
+                })
+              }}
+            </div>
+            <div class="text-xs text-slate-500">
+              {{ $t('CAPTAIN_REPORTS.RETENTION.FLOW.CHURNED_HINT') }}
+            </div>
+          </div>
+        </div>
+      </div>
+    </template>
+  </div>
+</template>

app/javascript/dashboard/routes/dashboard/settings/captain/reports/retention/KpiCards.vue

@@ -0,0 +1,105 @@
+<script setup>
+import { computed } from 'vue';
+import { useI18n } from 'vue-i18n';
+
+const props = defineProps({
+  summary: { type: Object, default: null },
+  loading: { type: Boolean, default: false },
+});
+
+const { t } = useI18n();
+
+const cards = computed(() => {
+  if (!props.summary) return [];
+  const s = props.summary.status || {};
+  const r = props.summary.retention || {};
+  const p = props.summary.pix || {};
+  const K = 'CAPTAIN_REPORTS.RETENTION.KPI';
+  return [
+    {
+      label: t(`${K}.ACTIVE`),
+      value: s.active ?? 0,
+      hint: t(`${K}.ACTIVE_HINT`),
+      tone: 'green',
+    },
+    {
+      label: t(`${K}.RECURRING`),
+      value: s.recurring ?? 0,
+      hint: t(`${K}.RECURRING_HINT`),
+      tone: 'blue',
+    },
+    {
+      label: t(`${K}.RETURN_30D`),
+      value: `${Math.round((r.last_30d ?? 0) * 100)}%`,
+      hint: t(`${K}.RETURN_30D_HINT`),
+      tone: 'indigo',
+    },
+    {
+      label: t(`${K}.PIX_CONVERSION`),
+      value: `${Math.round((p.conversion_rate ?? 0) * 100)}%`,
+      hint: t(`${K}.PIX_CONVERSION_HINT`, {
+        paid: p.paid ?? 0,
+        generated: p.generated ?? 0,
+      }),
+      tone: 'amber',
+    },
+  ];
+});
+
+const toneClass = {
+  green:
+    'bg-emerald-50 text-emerald-700 dark:bg-emerald-900/20 dark:text-emerald-300',
+  blue: 'bg-sky-50 text-sky-700 dark:bg-sky-900/20 dark:text-sky-300',
+  indigo:
+    'bg-indigo-50 text-indigo-700 dark:bg-indigo-900/20 dark:text-indigo-300',
+  amber: 'bg-amber-50 text-amber-700 dark:bg-amber-900/20 dark:text-amber-300',
+};
+</script>
+
+<template>
+  <div
+    v-if="loading"
+    class="grid grid-cols-1 gap-4 sm:grid-cols-2 lg:grid-cols-4"
+  >
+    <div
+      v-for="i in 4"
+      :key="i"
+      class="h-28 animate-pulse rounded-lg bg-slate-100 dark:bg-slate-800"
+    />
+  </div>
+
+  <div
+    v-else-if="summary"
+    class="grid grid-cols-1 gap-4 sm:grid-cols-2 lg:grid-cols-4"
+  >
+    <div
+      v-for="card in cards"
+      :key="card.label"
+      class="rounded-lg border border-slate-200 bg-white p-4 shadow-sm dark:border-slate-700 dark:bg-slate-800"
+    >
+      <div class="flex items-center justify-between">
+        <span
+          class="text-xs font-medium uppercase tracking-wide text-slate-500 dark:text-slate-400"
+        >
+          {{ card.label }}
+        </span>
+        <span
+          :class="toneClass[card.tone]"
+          class="rounded-full px-2 py-0.5 text-[10px] font-semibold uppercase"
+        >
+          {{ card.tone }}
+        </span>
+      </div>
+      <div class="mt-3 text-3xl font-bold text-slate-900 dark:text-slate-50">
+        {{ card.value }}
+      </div>
+      <div class="mt-1 text-xs text-slate-500 dark:text-slate-400">
+        {{ card.hint }}
+      </div>
+    </div>
+  </div>
+
+  <div v-else class="text-sm text-slate-500">
+    {{ $t('CAPTAIN_REPORTS.RETENTION.NO_DATA') }}
+  </div>
+</template>

app/javascript/dashboard/routes/dashboard/settings/captain/reports/retention/RetentionTab.vue

@@ -0,0 +1,135 @@
+<script setup>
+import { ref, onMounted } from 'vue';
+import { useI18n } from 'vue-i18n';
+import { useAlert } from 'dashboard/composables';
+import CaptainReportsAPI from 'dashboard/api/captain/reports';
+import KpiCards from './KpiCards.vue';
+import FlowCard from './FlowCard.vue';
+import CohortMatrix from './CohortMatrix.vue';
+
+const { t } = useI18n();
+
+const summary = ref(null);
+const cohort = ref(null);
+const loadingSummary = ref(false);
+const loadingCohort = ref(false);
+
+const periodPreset = ref('this_month');
+const customStart = ref('');
+const customEnd = ref('');
+
+function formatLocalDate(date) {
+  const y = date.getFullYear();
+  const m = String(date.getMonth() + 1).padStart(2, '0');
+  const d = String(date.getDate()).padStart(2, '0');
+  return `${y}-${m}-${d}`;
+}
+
+function getPeriodDates() {
+  const end = new Date();
+  const start = new Date();
+  switch (periodPreset.value) {
+    case 'this_month':
+      start.setDate(1);
+      break;
+    case 'last_30_days':
+      start.setDate(end.getDate() - 29);
+      break;
+    case 'last_90_days':
+      start.setDate(end.getDate() - 89);
+      break;
+    case 'custom':
+      return { start: customStart.value, end: customEnd.value };
+    default:
+      start.setDate(1);
+  }
+  return { start: formatLocalDate(start), end: formatLocalDate(end) };
+}
+
+async function fetchSummary() {
+  loadingSummary.value = true;
+  try {
+    const dates = getPeriodDates();
+    const { data } = await CaptainReportsAPI.getRetention({
+      start_date: dates.start,
+      end_date: dates.end,
+    });
+    summary.value = data;
+  } catch (err) {
+    useAlert(t('CAPTAIN_REPORTS.RETENTION.ERRORS.SUMMARY'));
+  } finally {
+    loadingSummary.value = false;
+  }
+}
+
+async function fetchCohort() {
+  loadingCohort.value = true;
+  try {
+    const { data } = await CaptainReportsAPI.getRetentionCohort({
+      history_months: 12,
+    });
+    cohort.value = data;
+  } catch (err) {
+    useAlert(t('CAPTAIN_REPORTS.RETENTION.ERRORS.COHORT'));
+  } finally {
+    loadingCohort.value = false;
+  }
+}
+
+function refresh() {
+  fetchSummary();
+  fetchCohort();
+}
+
+onMounted(refresh);
+</script>
+
+<template>
+  <div class="flex flex-col gap-6">
+    <div class="flex flex-wrap items-center gap-3">
+      <label class="text-sm font-medium text-slate-600 dark:text-slate-300">
+        {{ $t('CAPTAIN_REPORTS.RETENTION.PERIOD_LABEL') }}:
+      </label>
+      <select
+        v-model="periodPreset"
+        class="rounded-md border border-slate-200 bg-white px-3 py-1.5 text-sm dark:border-slate-700 dark:bg-slate-800"
+        @change="fetchSummary"
+      >
+        <option value="this_month">
+          {{ $t('CAPTAIN_REPORTS.RETENTION.PERIOD_THIS_MONTH') }}
+        </option>
+        <option value="last_30_days">
+          {{ $t('CAPTAIN_REPORTS.RETENTION.PERIOD_LAST_30') }}
+        </option>
+        <option value="last_90_days">
+          {{ $t('CAPTAIN_REPORTS.RETENTION.PERIOD_LAST_90') }}
+        </option>
+        <option value="custom">
+          {{ $t('CAPTAIN_REPORTS.RETENTION.PERIOD_CUSTOM') }}
+        </option>
+      </select>
+      <template v-if="periodPreset === 'custom'">
+        <input
+          v-model="customStart"
+          type="date"
+          class="rounded-md border border-slate-200 bg-white px-2 py-1.5 text-sm dark:border-slate-700 dark:bg-slate-800"
+        />
+        <input
+          v-model="customEnd"
+          type="date"
+          class="rounded-md border border-slate-200 bg-white px-2 py-1.5 text-sm dark:border-slate-700 dark:bg-slate-800"
+        />
+        <button
+          class="rounded-md bg-woot-500 px-3 py-1.5 text-sm text-white hover:bg-woot-600"
+          @click="fetchSummary"
+        >
+          {{ $t('CAPTAIN_REPORTS.RETENTION.APPLY') }}
+        </button>
+      </template>
+    </div>
+
+    <KpiCards :summary="summary" :loading="loadingSummary" />
+    <FlowCard :summary="summary" :loading="loadingSummary" />
+    <CohortMatrix :data="cohort" :loading="loadingCohort" />
+  </div>
+</template>

docs/captain-retention-indicators.md

@@ -0,0 +1,138 @@
+# Captain — Indicadores de Retenção e Recorrência
+
+Design e implementação do sistema de métricas de retenção para motel (negociado
+com Rodrigo em 2026-04-22).
+
+## Regras de negócio
+
+### Definição de "interação"
+- Todas as mensagens públicas (não-privadas, status != failed) do contato e do
+  atendimento (Captain::Assistant ou User) são consideradas.
+- **Gap de 30h** entre a última msg de uma interação e a próxima msg abre uma
+  nova interação. Abaixo disso, mesma "sessão".
+- Motivo: motel tem frequência alta (múltiplas visitas na mesma semana); 30h
+  evita que manhã+tarde virem 2 interações mas captura corretamente
+  "voltou-no-dia-seguinte".
+
+### Classificação de cada grupo
+| Cliente | Atendimento | Tipo |
+|---------|-------------|------|
+| ≥ 2 msgs textuais | ≥ 2 msgs textuais | **qualificada** (conta em `interactions_count`) |
+| ≥ 1 msg textual | ≥ 1 msg textual | **one-shot** (conta em `one_shot_consultations_count`) |
+| 0 de um dos lados | — | ignorado |
+
+**Textual** = pelo menos 2 letras (`\p{L}`). Exclui emoji-only, sticker,
+"Message without content".
+
+### Exclusão
+Contatos com o label `equipe_interna` (manual) são ignorados em todas as
+métricas. Aplica-se a gerentes, testes, números internos.
+
+### Recorrência
+`is_recurring = interactions_count >= 2`.
+
+### Reservas vs Pix
+- `pix_generated_count`: toda `Captain::PixCharge` criada (sinal de intenção).
+- `reservations_paid_count`: `Captain::PixCharge.where(status: 'paid')` (reserva real).
+- Conversão = paid / generated.
+
+## Colunas em `contacts`
+
+| Coluna | Tipo | Atualizada por |
+|--------|------|----------------|
+| `interactions_count` | integer | `Captain::Retention::RecalculateContactStatsJob` |
+| `one_shot_consultations_count` | integer | idem |
+| `first_interaction_at` | datetime | idem |
+| `last_interaction_at` | datetime | idem |
+| `pix_generated_count` | integer | idem (conta PixCharges) |
+| `reservations_paid_count` | integer | idem |
+| `is_recurring` | boolean | idem |
+| `days_since_last_interaction` | integer | idem (recalculado no job) |
+
+## Fluxo de atualização
+
+- **Job diário** (`captain_retention_recalculate_all_contact_stats_job`, 6h UTC
+  / 3h BRT): itera todos os contatos com conversa nos últimos 120 dias e
+  enfileira `RecalculateContactStatsJob` por contact.
+- **Evento conversa resolvida**: `CaptainListener#conversation_resolved`
+  enfileira recalc incremental do contato.
+- **Evento PixCharge**: `after_create_commit` e `after_update_commit`
+  enfileiram recalc (cobre geração e mudança pra paid/expired/failed).
+
+## Endpoints
+
+### `GET /api/v1/accounts/:id/captain/reports/retention`
+Params: `start_date`, `end_date` (ISO, opcional, default = mês corrente).
+
+Resposta:
+```json
+{
+  "period": { "start": "2026-04-01", "end": "2026-04-22" },
+  "status": {
+    "active": 340, "recurring": 85, "sleeping": 62,
+    "at_risk": 30, "churned": 15, "never_interacted": 0
+  },
+  "flow": { "new": 120, "returned": 40, "total_touches": 160 },
+  "pix": { "generated": 180, "paid": 45, "conversion_rate": 0.25 },
+  "retention": { "last_30d": 0.28, "last_90d": 0.12 }
+}
+```
+
+Cortes de status (relativos a `Time.current`):
+- **active**: `last_interaction_at >= now - 30d`
+- **recurring**: `is_recurring=true AND last_interaction_at >= now - 90d`
+- **sleeping**: `last_interaction_at` entre 30 e 90 dias atrás
+- **at_risk**: entre 90 e 180 dias atrás
+- **churned**: mais de 180 dias atrás
+- **never_interacted**: `last_interaction_at IS NULL`
+
+### `GET /api/v1/accounts/:id/captain/reports/retention/cohort`
+Params: `history_months` (default 12, max 24).
+
+Resposta: matriz com `cohorts` (linha por mês), cada linha tem
+`size` + `retention[]` (array de 13 objetos: offset 0..12 com count e rate).
+
+Cohort = mês da `first_interaction_at`. Célula [cohort, M+N] = % de contatos
+da cohort com qualquer msg de cliente no mês M+N.
+
+## UI
+
+- **Aba Retenção em Relatórios do Captain** (`retention/RetentionTab.vue`):
+  - KpiCards: 4 cards (ativos, recorrentes, retorno 30d, conversão Pix)
+  - FlowCard: novos vs retornaram no período + situação absoluta (sleeping/
+    at_risk/churned)
+  - CohortMatrix: tabela cohort 12x13 com heatmap verde + export CSV
+- **Badge no card de contato** (`RetentionSummaryBadge.vue`): mostra tier
+  (Primeiro contato/Ativo/Recorrente/Adormecido/Em risco/Inativo) + contadores
+  + "última há X dias".
+- **Filtros na lista de contatos** (`contactProvider.js`): 5 filtros novos —
+  cliente recorrente, última interação, dias sem interagir, nº de interações,
+  reservas pagas.
+
+## Queries SQL de backup
+
+Contagem rápida de ativos no mês:
+```sql
+SELECT COUNT(*) FROM contacts
+WHERE account_id = $1 AND last_interaction_at >= NOW() - INTERVAL '30 days';
+```
+
+Taxa de retorno 30d da cohort de 30-37 dias atrás:
+```sql
+WITH cohort AS (
+  SELECT id FROM contacts
+  WHERE account_id = $1
+    AND first_interaction_at BETWEEN NOW() - INTERVAL '37 days' AND NOW() - INTERVAL '30 days'
+)
+SELECT (COUNT(*) FILTER (WHERE c.last_interaction_at >= NOW() - INTERVAL '7 days'))::float
+     / NULLIF(COUNT(*), 0) AS rate
+FROM contacts c WHERE c.id IN (SELECT id FROM cohort);
+```
+
+## Próximos passos possíveis
+
+- Recalcular `first_interaction_at` / `last_interaction_at` via SQL direto
+  no job (atualmente é via service Ruby — OK até ~10k contatos ativos).
+- Widget "Top recorrentes" (ranking dos contatos com mais reservas pagas).
+- Alerta quando taxa de retorno cai > 10% mês a mês.
+- Histórico da métrica para rodar tendências (tabela `retention_snapshots`).

spec/enterprise/services/captain/contact_stats/interaction_calculator_service_spec.rb

@@ -0,0 +1,114 @@
+require 'rails_helper'
+
+RSpec.describe Captain::ContactStats::InteractionCalculatorService do
+  let(:account) { create(:account) }
+  let(:inbox) { create(:inbox, account: account) }
+  let(:contact) { create(:contact, account: account) }
+
+  def open_conversation(created_at: Time.current)
+    create(:conversation, account: account, inbox: inbox, contact: contact, created_at: created_at)
+  end
+
+  def msg(conversation, kind, content, at)
+    attrs = { conversation: conversation, content: content, created_at: at }
+    case kind
+    when :customer
+      create(:message, message_type: :incoming, sender: contact, **attrs)
+    when :bot
+      # Agent/user outgoing — qualifica como "Jasmine" pelo nosso critério
+      user = create(:user, account: account)
+      create(:message, message_type: :outgoing, sender: user, **attrs)
+    when :system
+      create(:message, message_type: :outgoing, sender: nil, **attrs)
+    end
+  end
+
+  describe '#call' do
+    it 'returns empty stats when there are no conversations' do
+      expect(described_class.new(contact: contact).call).to include(
+        interactions_count: 0, one_shot_consultations_count: 0, is_recurring: false
+      )
+    end
+
+    it 'returns empty stats when contact is labelled equipe_interna' do
+      contact.update!(label_list: 'equipe_interna')
+      conv = open_conversation
+      now = Time.current
+      msg(conv, :customer, 'Oi bom dia', now)
+      msg(conv, :bot, 'Oi, em que posso ajudar?', now + 1.minute)
+
+      expect(described_class.new(contact: contact).call).to include(interactions_count: 0)
+    end
+
+    it 'counts a qualified interaction when there are >=2 msgs per side' do
+      conv = open_conversation
+      t = Time.current
+      msg(conv, :customer, 'Oi bom dia',  t)
+      msg(conv, :bot,      'Oi! Posso ajudar?', t + 1.minute)
+      msg(conv, :customer, 'Qual preço da Stilo?', t + 2.minutes)
+      msg(conv, :bot,      'Stilo pernoite R$ 140', t + 3.minutes)
+
+      result = described_class.new(contact: contact).call
+      expect(result[:interactions_count]).to eq(1)
+      expect(result[:one_shot_consultations_count]).to eq(0)
+      expect(result[:is_recurring]).to be(false)
+    end
+
+    it 'classifies 1+1 as one-shot consultation' do
+      conv = open_conversation
+      t = Time.current
+      msg(conv, :customer, 'Quanto custa Alexa?', t)
+      msg(conv, :bot, 'R$ 100 por 4hrs', t + 1.minute)
+
+      result = described_class.new(contact: contact).call
+      expect(result[:interactions_count]).to eq(0)
+      expect(result[:one_shot_consultations_count]).to eq(1)
+    end
+
+    it 'ignores interactions where one side has no textual content' do
+      conv = open_conversation
+      t = Time.current
+      msg(conv, :customer, '👍', t)              # emoji, não conta
+      msg(conv, :customer, 'Oi', t + 5.minutes)  # < 2 letras → não conta
+      msg(conv, :bot, 'R$ 100', t + 10.minutes)  # só dígitos, não conta
+
+      result = described_class.new(contact: contact).call
+      expect(result[:interactions_count]).to eq(0)
+      expect(result[:one_shot_consultations_count]).to eq(0)
+    end
+
+    it 'groups msgs within 30h into the same interaction' do
+      conv = open_conversation
+      t = 2.days.ago
+
+      msg(conv, :customer, 'Oi bom dia', t)
+      msg(conv, :bot,      'Oi!', t + 5.minutes)
+      msg(conv, :customer, 'Qual preço?', t + 25.hours)   # dentro da janela 30h
+      msg(conv, :bot,      'R$ 140', t + 25.hours + 1.minute)
+
+      result = described_class.new(contact: contact).call
+      expect(result[:interactions_count]).to eq(1)
+    end
+
+    it 'opens a new interaction when gap > 30h' do
+      conv1 = open_conversation(created_at: 3.days.ago)
+      conv2 = open_conversation(created_at: 1.hour.ago)
+
+      t1 = 3.days.ago
+      msg(conv1, :customer, 'Oi bom dia', t1)
+      msg(conv1, :bot,      'Oi!', t1 + 5.minutes)
+      msg(conv1, :customer, 'Reservar hoje', t1 + 10.minutes)
+      msg(conv1, :bot,      'Ok confirmo', t1 + 15.minutes)
+
+      t2 = 1.hour.ago
+      msg(conv2, :customer, 'Voltei pra marcar outra', t2)
+      msg(conv2, :bot,      'Claro, qual data?', t2 + 5.minutes)
+      msg(conv2, :customer, 'Sexta que vem', t2 + 10.minutes)
+      msg(conv2, :bot,      'Anotado', t2 + 15.minutes)
+
+      result = described_class.new(contact: contact).call
+      expect(result[:interactions_count]).to eq(2)
+      expect(result[:is_recurring]).to be(true)
+    end
+  end
+end