Merge branch 'release/3.8.0'

2025-12-08 22:05:21 +00:00 · 2024-04-16 17:09:07 -07:00
parent e93af2681e 29f07e7e06
commit 85aeaf2aee
778 changed files with 16096 additions and 3697 deletions
--- a/.github/CODEOWNERS
+++ b/.github/CODEOWNERS
@@ -1,7 +1,2 @@
-## All javascript files should be reviewed by pranav before merging
-*.js @pranavrajs
-*.vue @pranavrajs
-
-
 ## All enterprise related files should be reviewed by sojan before merging
 /enterprise/* @sojan-official
--- a/6
+++ b/6
@@ -69,7 +69,7 @@ gem 'webpacker'
 gem 'barnes'

 ##--- gems for authentication & authorization ---##
-gem 'devise', '>= 4.9.3'
+gem 'devise', '>= 4.9.4'
 gem 'devise-secure_password', git: 'https://github.com/chatwoot/devise-secure_password', branch: 'chatwoot'
 gem 'devise_token_auth'
 # authorization
@@ -165,7 +165,7 @@ gem 'audited', '~> 5.4', '>= 5.4.1'

 # need for google auth
 gem 'omniauth', '>= 2.1.2'
-gem 'omniauth-google-oauth2'
+gem 'omniauth-google-oauth2', '>= 1.1.2'
 gem 'omniauth-rails_csrf_protection', '~> 1.0'

 ## Gems for reponse bot
@@ -203,7 +203,7 @@ group :development do
  gem 'rack-mini-profiler', '>= 3.2.0', require: false
  gem 'stackprof'
  # Should install the associated chrome extension to view query logs
-  gem 'meta_request'
+  gem 'meta_request', '>= 0.8.0'
 end

 group :test do
--- a/Gemfile.lock
+++ b/Gemfile.lock
@@ -149,7 +149,7 @@ GEM
      multi_json (~> 1)
      statsd-ruby (~> 1.1)
    base64 (0.1.1)
-    bcrypt (3.1.19)
+    bcrypt (3.1.20)
    bindex (0.8.1)
    blingfire (0.1.8)
    bootsnap (1.16.0)
@@ -194,7 +194,7 @@ GEM
      irb (>= 1.5.0)
      reline (>= 0.3.1)
    declarative (0.0.20)
-    devise (4.9.3)
+    devise (4.9.4)
      bcrypt (~> 3.0)
      orm_adapter (~> 0.1)
      railties (>= 4.1.0)
@@ -237,9 +237,8 @@ GEM
      railties (>= 5.0.0)
    faker (3.2.0)
      i18n (>= 1.8.11, < 2)
-    faraday (2.7.4)
-      faraday-net_http (>= 2.0, < 3.1)
-      ruby2_keywords (>= 0.0.4)
+    faraday (2.9.0)
+      faraday-net_http (>= 2.0, < 3.2)
    faraday-follow_redirects (0.3.0)
      faraday (>= 1, < 3)
    faraday-mashify (0.1.1)
@@ -247,7 +246,8 @@ GEM
      hashie
    faraday-multipart (1.0.4)
      multipart-post (~> 2)
-    faraday-net_http (3.0.2)
+    faraday-net_http (3.1.0)
+      net-http
    faraday-net_http_persistent (2.1.0)
      faraday (~> 2.5)
      net-http-persistent (~> 4.0)
@@ -366,7 +366,7 @@ GEM
      mini_mime (>= 1.0.0)
      multi_xml (>= 0.5.2)
    httpclient (2.8.3)
-    i18n (1.14.1)
+    i18n (1.14.4)
      concurrent-ruby (~> 1.0)
    image_processing (1.12.2)
      mini_magick (>= 4.9.5, < 5)
@@ -394,7 +394,8 @@ GEM
      hana (~> 1.3)
      regexp_parser (~> 2.0)
      uri_template (~> 0.7)
-    jwt (2.7.0)
+    jwt (2.8.1)
+      base64
    kaminari (1.2.2)
      activesupport (>= 4.1.0)
      kaminari-actionview (= 1.2.2)
@@ -451,17 +452,17 @@ GEM
    marcel (1.0.2)
    maxminddb (0.1.22)
    memoist (0.16.2)
-    meta_request (0.7.4)
+    meta_request (0.8.2)
      rack-contrib (>= 1.1, < 3)
-      railties (>= 3.0.0, < 7.1)
+      railties (>= 3.0.0, < 8)
    method_source (1.0.0)
    mime-types (3.4.1)
      mime-types-data (~> 3.2015)
    mime-types-data (3.2023.0218.1)
    mini_magick (4.12.0)
    mini_mime (1.1.5)
-    mini_portile2 (2.8.5)
-    minitest (5.21.2)
+    mini_portile2 (2.8.6)
+    minitest (5.22.3)
    mock_redis (0.36.0)
      ruby2_keywords
    msgpack (1.7.0)
@@ -470,6 +471,8 @@ GEM
    multipart-post (2.3.0)
    neighbor (0.2.3)
      activerecord (>= 5.2)
+    net-http (0.4.1)
+      uri
    net-http-persistent (4.0.2)
      connection_pool (~> 2.2)
    net-imap (0.4.9)
@@ -488,14 +491,14 @@ GEM
    newrelic_rpm (9.6.0)
      base64
    nio4r (2.7.0)
-    nokogiri (1.16.2)
+    nokogiri (1.16.4)
      mini_portile2 (~> 2.8.2)
      racc (~> 1.4)
-    nokogiri (1.16.2-arm64-darwin)
+    nokogiri (1.16.4-arm64-darwin)
      racc (~> 1.4)
-    nokogiri (1.16.2-x86_64-darwin)
+    nokogiri (1.16.4-x86_64-darwin)
      racc (~> 1.4)
-    nokogiri (1.16.2-x86_64-linux)
+    nokogiri (1.16.4-x86_64-linux)
      racc (~> 1.4)
    numo-narray (0.9.2.1)
    oauth (1.1.0)
@@ -515,11 +518,11 @@ GEM
      hashie (>= 3.4.6)
      rack (>= 2.2.3)
      rack-protection
-    omniauth-google-oauth2 (1.1.1)
+    omniauth-google-oauth2 (1.1.2)
      jwt (>= 2.0)
-      oauth2 (~> 2.0.6)
+      oauth2 (~> 2.0)
      omniauth (~> 2.0)
-      omniauth-oauth2 (~> 1.8.0)
+      omniauth-oauth2 (~> 1.8)
    omniauth-oauth2 (1.8.0)
      oauth2 (>= 1.4, < 3)
      omniauth (~> 2.0)
@@ -559,7 +562,7 @@ GEM
      activesupport (>= 3.0.0)
    raabro (1.4.0)
    racc (1.7.3)
-    rack (2.2.8.1)
+    rack (2.2.9)
    rack-attack (6.7.0)
      rack (>= 1.0, < 4)
    rack-contrib (2.4.0)
@@ -568,7 +571,8 @@ GEM
      rack (>= 2.0.0)
    rack-mini-profiler (3.2.0)
      rack (>= 1.2.0)
-    rack-protection (3.1.0)
+    rack-protection (3.2.0)
+      base64 (>= 0.1.0)
      rack (~> 2.2, >= 2.2.4)
    rack-proxy (0.7.6)
      rack
@@ -604,7 +608,7 @@ GEM
      thor (~> 1.0)
      zeitwerk (~> 2.5)
    rainbow (3.1.1)
-    rake (13.1.0)
+    rake (13.2.1)
    rb-fsevent (0.11.2)
    rb-inotify (0.10.1)
      ffi (~> 1.0)
@@ -765,7 +769,7 @@ GEM
    stripe (8.5.0)
    telephone_number (1.4.20)
    test-prof (1.2.1)
-    thor (1.3.0)
+    thor (1.3.1)
    tilt (2.3.0)
    time_diff (0.3.0)
      activesupport
@@ -790,11 +794,12 @@ GEM
    unf_ext (0.0.8.2)
    unicode-display_width (2.4.2)
    uniform_notifier (1.16.0)
+    uri (0.13.0)
    uri_template (0.7.0)
    valid_email2 (4.0.6)
      activemodel (>= 3.2)
      mail (~> 2.5)
-    version_gem (1.1.3)
+    version_gem (1.1.4)
    warden (1.2.9)
      rack (>= 2.0.9)
    web-console (4.2.1)
@@ -823,7 +828,7 @@ GEM
    working_hours (1.4.1)
      activesupport (>= 3.2)
      tzinfo
-    zeitwerk (2.6.12)
+    zeitwerk (2.6.13)

 PLATFORMS
  arm64-darwin-20
@@ -862,7 +867,7 @@ DEPENDENCIES
  database_cleaner
  ddtrace
  debug (~> 1.8)
-  devise (>= 4.9.3)
+  devise (>= 4.9.4)
  devise-secure_password!
  devise_token_auth
  dotenv-rails
@@ -900,14 +905,14 @@ DEPENDENCIES
  listen
  lograge (~> 0.14.0)
  maxminddb
-  meta_request
+  meta_request (>= 0.8.0)
  mock_redis
  neighbor
  net-smtp (~> 0.3.4)
  newrelic-sidekiq-metrics (>= 1.6.2)
  newrelic_rpm
  omniauth (>= 2.1.2)
-  omniauth-google-oauth2
+  omniauth-google-oauth2 (>= 1.1.2)
  omniauth-oauth2
  omniauth-rails_csrf_protection (~> 1.0)
  pg
--- a/5
+++ b/5
@@ -17,6 +17,9 @@ db_migrate:
 db_seed:
 	RAILS_ENV=$(RAILS_ENV) bundle exec rails db:seed

+db_reset:
+	RAILS_ENV=$(RAILS_ENV) bundle exec rails db:reset
+
 db:
 	RAILS_ENV=$(RAILS_ENV) bundle exec rails db:chatwoot_prepare

@@ -49,4 +52,4 @@ debug_worker:
 docker: 
 	docker build -t $(APP_NAME) -f ./docker/Dockerfile .

-.PHONY: setup db_create db_migrate db_seed db console server burn docker run force_run debug debug_worker
+.PHONY: setup db_create db_migrate db_seed db_reset db console server burn docker run force_run debug debug_worker
--- a/app/builders/agent_builder.rb
+++ b/app/builders/agent_builder.rb
@@ -16,7 +16,6 @@ class AgentBuilder
  def perform
    ActiveRecord::Base.transaction do
      @user = find_or_create_user
-      send_confirmation_if_required
      create_account_user
    end
    @user
@@ -34,11 +33,6 @@ class AgentBuilder
    User.create!(email: email, name: name, password: temp_password, password_confirmation: temp_password)
  end

-  # Sends confirmation instructions if the user is persisted and not confirmed.
-  def send_confirmation_if_required
-    @user.send_confirmation_instructions if user_needs_confirmation?
-  end
-
  # Checks if the user needs confirmation.
  # @return [Boolean] true if the user is persisted and not confirmed, false otherwise.
  def user_needs_confirmation?
--- a/app/builders/messages/facebook/message_builder.rb
+++ b/app/builders/messages/facebook/message_builder.rb
@@ -53,7 +53,23 @@ class Messages::Facebook::MessageBuilder < Messages::Messenger::MessageBuilder
  end

  def conversation
-    @conversation ||= Conversation.find_by(conversation_params) || build_conversation
+    @conversation ||= set_conversation_based_on_inbox_config
+  end
+
+  def set_conversation_based_on_inbox_config
+    if @inbox.lock_to_single_conversation
+      Conversation.where(conversation_params).order(created_at: :desc).first || build_conversation
+    else
+      find_or_build_for_multiple_conversations
+    end
+  end
+
+  def find_or_build_for_multiple_conversations
+    # If lock to single conversation is disabled, we will create a new conversation if previous conversation is resolved
+    last_conversation = Conversation.where(conversation_params).where.not(status: :resolved).order(created_at: :desc).first
+    return build_conversation if last_conversation.nil?
+
+    last_conversation
  end

  def build_conversation
--- a/app/builders/messages/instagram/message_builder.rb
+++ b/app/builders/messages/instagram/message_builder.rb
@@ -69,9 +69,28 @@ class Messages::Instagram::MessageBuilder < Messages::Messenger::MessageBuilder
  end

  def conversation
-    @conversation ||= Conversation.where(conversation_params).find_by(
-      "additional_attributes ->> 'type' = 'instagram_direct_message'"
-    ) || build_conversation
+    @conversation ||= set_conversation_based_on_inbox_config
+  end
+
+  def instagram_direct_message_conversation
+    Conversation.where(conversation_params)
+                .where("additional_attributes ->> 'type' = 'instagram_direct_message'")
+  end
+
+  def set_conversation_based_on_inbox_config
+    if @inbox.lock_to_single_conversation
+      instagram_direct_message_conversation.order(created_at: :desc).first || build_conversation
+    else
+      find_or_build_for_multiple_conversations
+    end
+  end
+
+  def find_or_build_for_multiple_conversations
+    last_conversation = instagram_direct_message_conversation.where.not(status: :resolved).order(created_at: :desc).first
+
+    return build_conversation if last_conversation.nil?
+
+    last_conversation
  end

  def message_content
--- a/app/controllers/api/v1/accounts/agents_controller.rb
+++ b/app/controllers/api/v1/accounts/agents_controller.rb
@@ -19,7 +19,7 @@ class Api::V1::Accounts::AgentsController < Api::V1::Accounts::BaseController
      account: Current.account
    )

-    builder.perform
+    @agent = builder.perform
  end

  def update
--- a/app/controllers/api/v1/accounts/channels/twilio_channels_controller.rb
+++ b/app/controllers/api/v1/accounts/channels/twilio_channels_controller.rb
@@ -2,13 +2,9 @@ class Api::V1::Accounts::Channels::TwilioChannelsController < Api::V1::Accounts:
  before_action :authorize_request

  def create
-    ActiveRecord::Base.transaction do
-      authenticate_twilio
-      build_inbox
-      setup_webhooks if @twilio_channel.sms?
-    rescue StandardError => e
-      render_could_not_create_error(e.message)
-    end
+    process_create
+  rescue StandardError => e
+    render_could_not_create_error(e.message)
  end

  private
@@ -17,6 +13,14 @@ class Api::V1::Accounts::Channels::TwilioChannelsController < Api::V1::Accounts:
    authorize ::Inbox
  end

+  def process_create
+    ActiveRecord::Base.transaction do
+      authenticate_twilio
+      build_inbox
+      setup_webhooks if @twilio_channel.sms?
+    end
+  end
+
  def authenticate_twilio
    client = if permitted_params[:api_key_sid].present?
               Twilio::REST::Client.new(permitted_params[:api_key_sid], permitted_params[:auth_token], permitted_params[:account_sid])
--- a/app/controllers/api/v1/accounts/contacts_controller.rb
+++ b/app/controllers/api/v1/accounts/contacts_controller.rb
@@ -65,6 +65,10 @@ class Api::V1::Accounts::ContactsController < Api::V1::Accounts::BaseController
    contacts = result[:contacts]
    @contacts_count = result[:count]
    @contacts = fetch_contacts(contacts)
+  rescue CustomExceptions::CustomFilter::InvalidAttribute,
+         CustomExceptions::CustomFilter::InvalidOperator,
+         CustomExceptions::CustomFilter::InvalidValue => e
+    render_could_not_create_error(e.message)
  end

  def contactable_inboxes
--- a/app/controllers/api/v1/accounts/conversations_controller.rb
+++ b/app/controllers/api/v1/accounts/conversations_controller.rb
@@ -44,6 +44,10 @@ class Api::V1::Accounts::ConversationsController < Api::V1::Accounts::BaseContro
    result = ::Conversations::FilterService.new(params.permit!, current_user).perform
    @conversations = result[:conversations]
    @conversations_count = result[:count]
+  rescue CustomExceptions::CustomFilter::InvalidAttribute,
+         CustomExceptions::CustomFilter::InvalidOperator,
+         CustomExceptions::CustomFilter::InvalidValue => e
+    render_could_not_create_error(e.message)
  end

  def mute
--- a/app/controllers/api/v1/widget/conversations_controller.rb
+++ b/app/controllers/api/v1/widget/conversations_controller.rb
@@ -33,10 +33,10 @@ class Api::V1::Widget::ConversationsController < Api::V1::Widget::BaseController
  end

  def transcript
-    if permitted_params[:email].present? && conversation.present?
+    if conversation.present? && conversation.contact.present? && conversation.contact.email.present?
      ConversationReplyMailer.with(account: conversation.account).conversation_transcript(
        conversation,
-        permitted_params[:email]
+        conversation.contact.email
      )&.deliver_later
    end
    head :ok
--- a/app/controllers/application_controller.rb
+++ b/app/controllers/application_controller.rb
@@ -25,3 +25,4 @@ class ApplicationController < ActionController::Base
    }
  end
 end
+ApplicationController.include_mod_with('Concerns::ApplicationControllerConcern')
--- a/app/controllers/concerns/domain_helper.rb
+++ b/app/controllers/concerns/domain_helper.rb
@@ -0,0 +1,5 @@
+module DomainHelper
+  def self.chatwoot_domain?(domain = request.host)
+    [URI.parse(ENV.fetch('FRONTEND_URL', '')).host, URI.parse(ENV.fetch('HELPCENTER_URL', '')).host].include?(domain)
+  end
+end
--- a/app/controllers/concerns/switch_locale.rb
+++ b/app/controllers/concerns/switch_locale.rb
@@ -6,6 +6,7 @@ module SwitchLocale
  def switch_locale(&)
    # priority is for locale set in query string (mostly for widget/from js sdk)
    locale ||= locale_from_params
+    locale ||= locale_from_custom_domain
    # if locale is not set in account, let's use DEFAULT_LOCALE env variable
    locale ||= locale_from_env_variable
    set_locale(locale, &)
@@ -16,6 +17,20 @@ module SwitchLocale
    set_locale(locale, &)
  end

+  # If the request is coming from a custom domain, it should be for a helpcenter portal
+  # We will use the portal locale in such cases
+  def locale_from_custom_domain(&)
+    return if params[:locale]
+
+    domain = request.host
+    return if DomainHelper.chatwoot_domain?(domain)
+
+    @portal = Portal.find_by(custom_domain: domain)
+    return unless @portal
+
+    @portal.default_locale
+  end
+
  def set_locale(locale, &)
    # if locale is empty, use default_locale
    locale ||= I18n.default_locale
--- a/app/controllers/dashboard_controller.rb
+++ b/app/controllers/dashboard_controller.rb
@@ -18,6 +18,7 @@ class DashboardController < ActionController::Base
      'LOGO', 'LOGO_DARK', 'LOGO_THUMBNAIL',
      'INSTALLATION_NAME',
      'WIDGET_BRAND_URL', 'TERMS_URL',
+      'BRAND_URL', 'BRAND_NAME',
      'PRIVACY_URL',
      'DISPLAY_MANIFEST',
      'CREATE_NEW_ACCOUNT_FROM_DASHBOARD',
--- a/app/controllers/devise_overrides/sessions_controller.rb
+++ b/app/controllers/devise_overrides/sessions_controller.rb
@@ -4,6 +4,10 @@ class DeviseOverrides::SessionsController < DeviseTokenAuth::SessionsController
  wrap_parameters format: []
  before_action :process_sso_auth_token, only: [:create]

+  def new
+    redirect_to login_page_url(error: 'access-denied')
+  end
+
  def create
    # Authenticate user via the temporary sso auth token
    if params[:sso_auth_token].present? && @resource.present?
@@ -21,6 +25,12 @@ class DeviseOverrides::SessionsController < DeviseTokenAuth::SessionsController

  private

+  def login_page_url(error: nil)
+    frontend_url = ENV.fetch('FRONTEND_URL', nil)
+
+    "#{frontend_url}/app/login?error=#{error}"
+  end
+
  def authenticate_resource_with_sso_token
    @token = @resource.create_token
    @resource.save!
--- a/app/controllers/public/api/v1/portals/articles_controller.rb
+++ b/app/controllers/public/api/v1/portals/articles_controller.rb
@@ -7,7 +7,7 @@ class Public::Api::V1::Portals::ArticlesController < Public::Api::V1::Portals::B

  def index
    @articles = @portal.articles
-    @articles = @articles.search(list_params) if list_params.present?
+    search_articles
    order_by_sort_param
    @articles.page(list_params[:page]) if list_params[:page].present?
  end
@@ -16,6 +16,10 @@ class Public::Api::V1::Portals::ArticlesController < Public::Api::V1::Portals::B

  private

+  def search_articles
+    @articles = @articles.search(list_params) if list_params.present?
+  end
+
  def order_by_sort_param
    @articles = if list_params[:sort].present? && list_params[:sort] == 'views'
                  @articles.order_by_views
@@ -51,3 +55,5 @@ class Public::Api::V1::Portals::ArticlesController < Public::Api::V1::Portals::B
    ChatwootMarkdownRenderer.new(content).render_article
  end
 end
+
+Public::Api::V1::Portals::ArticlesController.prepend_mod_with('Public::Api::V1::Portals::ArticlesController')
--- a/app/controllers/public/api/v1/portals/base_controller.rb
+++ b/app/controllers/public/api/v1/portals/base_controller.rb
@@ -47,7 +47,7 @@ class Public::Api::V1::Portals::BaseController < PublicController
    @locale = if article.category.present?
                article.category.locale
              else
-                'en'
+                article.portal.default_locale
              end

    I18n.with_locale(@locale, &)
--- a/app/controllers/public_controller.rb
+++ b/app/controllers/public_controller.rb
@@ -8,8 +8,7 @@ class PublicController < ActionController::Base

  def ensure_custom_domain_request
    domain = request.host
-
-    return if [URI.parse(ENV.fetch('FRONTEND_URL', '')).host, URI.parse(ENV.fetch('HELPCENTER_URL', '')).host].include?(domain)
+    return if DomainHelper.chatwoot_domain?(domain)

    @portal = ::Portal.find_by(custom_domain: domain)
    return if @portal.present?
--- a/app/finders/conversation_finder.rb
+++ b/app/finders/conversation_finder.rb
@@ -163,10 +163,14 @@ class ConversationFinder
    params[:page] || 1
  end

-  def conversations
-    @conversations = @conversations.includes(
+  def conversations_base_query
+    @conversations.includes(
      :taggings, :inbox, { assignee: { avatar_attachment: [:blob] } }, { contact: { avatar_attachment: [:blob] } }, :team, :contact_inbox
    )
+  end
+
+  def conversations
+    @conversations = conversations_base_query

    sort_by, sort_order = SORT_OPTIONS[params[:sort_by]] || SORT_OPTIONS['last_activity_at_desc']
    @conversations = @conversations.send(sort_by, sort_order)
@@ -178,3 +182,4 @@ class ConversationFinder
    end
  end
 end
+ConversationFinder.prepend_mod_with('ConversationFinder')
--- a/app/helpers/application_helper.rb
+++ b/app/helpers/application_helper.rb
@@ -2,4 +2,11 @@ module ApplicationHelper
  def available_locales_with_name
    LANGUAGES_CONFIG.map { |_key, val| val.slice(:name, :iso_639_1_code) }
  end
+
+  def feature_help_urls
+    features = YAML.safe_load(Rails.root.join('config/features.yml').read).freeze
+    features.each_with_object({}) do |feature, hash|
+      hash[feature['name']] = feature['help_url'] if feature['help_url']
+    end
+  end
 end
--- a/app/helpers/filter_helper.rb
+++ b/app/helpers/filter_helper.rb
@@ -0,0 +1,84 @@
+module FilterHelper
+  def build_condition_query(model_filters, query_hash, current_index)
+    current_filter = model_filters[query_hash['attribute_key']]
+
+    # Throw InvalidOperator Error if the attribute is a standard attribute
+    # and the operator is not allowed in the config
+    if current_filter.present? && current_filter['filter_operators'].exclude?(query_hash[:filter_operator])
+      raise CustomExceptions::CustomFilter::InvalidOperator.new(
+        attribute_name: query_hash['attribute_key'],
+        allowed_keys: current_filter['filter_operators']
+      )
+    end
+
+    # Every other filter expects a value to be present
+    if %w[is_present is_not_present].exclude?(query_hash[:filter_operator]) && query_hash['values'].blank?
+      raise CustomExceptions::CustomFilter::InvalidValue.new(attribute_name: query_hash['attribute_key'])
+    end
+
+    condition_query = build_condition_query_string(current_filter, query_hash, current_index)
+    # The query becomes empty only when it doesn't match to any supported
+    # standard attribute or custom attribute defined in the account.
+    if condition_query.empty?
+      raise CustomExceptions::CustomFilter::InvalidAttribute.new(key: query_hash['attribute_key'],
+                                                                 allowed_keys: model_filters.keys)
+    end
+
+    condition_query
+  end
+
+  def build_condition_query_string(current_filter, query_hash, current_index)
+    filter_operator_value = filter_operation(query_hash, current_index)
+
+    return handle_nil_filter(query_hash, current_index) if current_filter.nil?
+
+    case current_filter['attribute_type']
+    when 'additional_attributes'
+      handle_additional_attributes(query_hash, filter_operator_value, current_filter['data_type'])
+    else
+      handle_standard_attributes(current_filter, query_hash, current_index, filter_operator_value)
+    end
+  end
+
+  def handle_nil_filter(query_hash, current_index)
+    attribute_type = "#{filter_config[:entity].downcase}_attribute"
+    custom_attribute_query(query_hash, attribute_type, current_index)
+  end
+
+  def handle_additional_attributes(query_hash, filter_operator_value, data_type)
+    if data_type == 'text_case_insensitive'
+      "LOWER(#{filter_config[:table_name]}.additional_attributes ->> '#{query_hash[:attribute_key]}') " \
+        "#{filter_operator_value} #{query_hash[:query_operator]}"
+    else
+      "#{filter_config[:table_name]}.additional_attributes ->> '#{query_hash[:attribute_key]}' " \
+        "#{filter_operator_value} #{query_hash[:query_operator]} "
+    end
+  end
+
+  def handle_standard_attributes(current_filter, query_hash, current_index, filter_operator_value)
+    case current_filter['data_type']
+    when 'date'
+      date_filter(current_filter, query_hash, filter_operator_value)
+    when 'labels'
+      tag_filter_query(query_hash, current_index)
+    when 'text_case_insensitive'
+      text_case_insensitive_filter(query_hash, filter_operator_value)
+    else
+      default_filter(query_hash, filter_operator_value)
+    end
+  end
+
+  def date_filter(current_filter, query_hash, filter_operator_value)
+    "(#{filter_config[:table_name]}.#{query_hash[:attribute_key]})::#{current_filter['data_type']} " \
+      "#{filter_operator_value}#{current_filter['data_type']} #{query_hash[:query_operator]}"
+  end
+
+  def text_case_insensitive_filter(query_hash, filter_operator_value)
+    "LOWER(#{filter_config[:table_name]}.#{query_hash[:attribute_key]}) " \
+      "#{filter_operator_value} #{query_hash[:query_operator]}"
+  end
+
+  def default_filter(query_hash, filter_operator_value)
+    "#{filter_config[:table_name]}.#{query_hash[:attribute_key]} #{filter_operator_value} #{query_hash[:query_operator]}"
+  end
+end
--- a/app/javascript/dashboard/api/slaReports.js
+++ b/app/javascript/dashboard/api/slaReports.js
@@ -0,0 +1,78 @@
+/* global axios */
+import ApiClient from './ApiClient';
+
+class SLAReportsAPI extends ApiClient {
+  constructor() {
+    super('applied_slas', { accountScoped: true });
+  }
+
+  get({
+    from,
+    to,
+    assigned_agent_id,
+    inbox_id,
+    team_id,
+    sla_policy_id,
+    label_list,
+    page,
+  } = {}) {
+    return axios.get(this.url, {
+      params: {
+        since: from,
+        until: to,
+        assigned_agent_id,
+        inbox_id,
+        team_id,
+        sla_policy_id,
+        label_list,
+        page,
+      },
+    });
+  }
+
+  download({
+    from,
+    to,
+    assigned_agent_id,
+    inbox_id,
+    team_id,
+    sla_policy_id,
+    label_list,
+  } = {}) {
+    return axios.get(`${this.url}/download`, {
+      params: {
+        since: from,
+        until: to,
+        assigned_agent_id,
+        inbox_id,
+        team_id,
+        label_list,
+        sla_policy_id,
+      },
+    });
+  }
+
+  getMetrics({
+    from,
+    to,
+    assigned_agent_id,
+    inbox_id,
+    team_id,
+    label_list,
+    sla_policy_id,
+  } = {}) {
+    return axios.get(`${this.url}/metrics`, {
+      params: {
+        since: from,
+        until: to,
+        assigned_agent_id,
+        inbox_id,
+        label_list,
+        team_id,
+        sla_policy_id,
+      },
+    });
+  }
+}
+
+export default new SLAReportsAPI();
--- a/app/javascript/dashboard/api/specs/slaReports.spec.js
+++ b/app/javascript/dashboard/api/specs/slaReports.spec.js
@@ -0,0 +1,104 @@
+import SLAReportsAPI from '../slaReports';
+import ApiClient from '../ApiClient';
+
+describe('#SLAReports API', () => {
+  it('creates correct instance', () => {
+    expect(SLAReportsAPI).toBeInstanceOf(ApiClient);
+    expect(SLAReportsAPI.apiVersion).toBe('/api/v1');
+    expect(SLAReportsAPI).toHaveProperty('get');
+    expect(SLAReportsAPI).toHaveProperty('getMetrics');
+  });
+
+  describe('API calls', () => {
+    const originalAxios = window.axios;
+    const axiosMock = {
+      post: jest.fn(() => Promise.resolve()),
+      get: jest.fn(() => Promise.resolve()),
+      patch: jest.fn(() => Promise.resolve()),
+      delete: jest.fn(() => Promise.resolve()),
+    };
+
+    beforeEach(() => {
+      window.axios = axiosMock;
+    });
+
+    afterEach(() => {
+      window.axios = originalAxios;
+    });
+
+    it('#get', () => {
+      SLAReportsAPI.get({
+        page: 1,
+        from: 1622485800,
+        to: 1623695400,
+        assigned_agent_id: 1,
+        inbox_id: 1,
+        team_id: 1,
+        sla_policy_id: 1,
+        label_list: ['label1'],
+      });
+      expect(axiosMock.get).toHaveBeenCalledWith('/api/v1/applied_slas', {
+        params: {
+          page: 1,
+          since: 1622485800,
+          until: 1623695400,
+          assigned_agent_id: 1,
+          inbox_id: 1,
+          team_id: 1,
+          sla_policy_id: 1,
+          label_list: ['label1'],
+        },
+      });
+    });
+    it('#getMetrics', () => {
+      SLAReportsAPI.getMetrics({
+        from: 1622485800,
+        to: 1623695400,
+        assigned_agent_id: 1,
+        inbox_id: 1,
+        team_id: 1,
+        sla_policy_id: 1,
+        label_list: ['label1'],
+      });
+      expect(axiosMock.get).toHaveBeenCalledWith(
+        '/api/v1/applied_slas/metrics',
+        {
+          params: {
+            since: 1622485800,
+            until: 1623695400,
+            assigned_agent_id: 1,
+            inbox_id: 1,
+            team_id: 1,
+            sla_policy_id: 1,
+            label_list: ['label1'],
+          },
+        }
+      );
+    });
+    it('#download', () => {
+      SLAReportsAPI.download({
+        from: 1622485800,
+        to: 1623695400,
+        assigned_agent_id: 1,
+        inbox_id: 1,
+        team_id: 1,
+        sla_policy_id: 1,
+        label_list: ['label1'],
+      });
+      expect(axiosMock.get).toHaveBeenCalledWith(
+        '/api/v1/applied_slas/download',
+        {
+          params: {
+            since: 1622485800,
+            until: 1623695400,
+            assigned_agent_id: 1,
+            inbox_id: 1,
+            team_id: 1,
+            sla_policy_id: 1,
+            label_list: ['label1'],
+          },
+        }
+      );
+    });
+  });
+});
--- a/app/javascript/dashboard/assets/scss/_date-picker.scss
+++ b/app/javascript/dashboard/assets/scss/_date-picker.scss
@@ -1,6 +1,13 @@
@import '~vue2-datepicker/scss/index';

 .date-picker {
+  // To be removed one SLA reports date picker is created
+  &.small {
+    .mx-input {
+      @apply h-8 text-sm;
+    }
+  }
+
  &.no-margin {
    .mx-input {
      @apply mb-0;
--- a/app/javascript/dashboard/assets/scss/_layout.scss
+++ b/app/javascript/dashboard/assets/scss/_layout.scss
@@ -1,17 +1,17 @@
 // scss-lint:disable SpaceAfterPropertyColon
-// @import 'shared/assets/fonts/inter';
-
+@import 'shared/assets/fonts/inter';
+// Inter,
 html,
 body {
  font-family:
    'PlusJakarta',
-    Inter,
    -apple-system,
    system-ui,
    BlinkMacSystemFont,
    'Segoe UI',
    Roboto,
    'Helvetica Neue',
+    Tahoma,
    Arial,
    sans-serif !important;
  -moz-osx-font-smoothing: grayscale;
--- a/app/javascript/dashboard/assets/scss/plugins/_multiselect.scss
+++ b/app/javascript/dashboard/assets/scss/plugins/_multiselect.scss
@@ -153,6 +153,29 @@
 }

 .multiselect-wrap--small {
+  // To be removed one SLA reports date picker is created
+  &.tiny {
+    .multiselect.no-margin {
+      @apply min-h-[32px];
+    }
+
+    .multiselect__select {
+      @apply min-h-[32px] h-8;
+
+      &::before {
+        @apply top-[60%];
+      }
+    }
+
+    .multiselect__tags {
+      @apply min-h-[32px] max-h-[32px];
+
+      .multiselect__single {
+        @apply pt-1 pb-1;
+      }
+    }
+  }
+
  .multiselect__tags,
  .multiselect__input,
  .multiselect {
--- a/app/javascript/dashboard/assets/scss/widgets/_base.scss
+++ b/app/javascript/dashboard/assets/scss/widgets/_base.scss
@@ -63,12 +63,12 @@ input:focus {
 }

 // Inputs
-input[type='text'],
-input[type='number'],
-input[type='password'],
-input[type='date'],
-input[type='email'],
-input[type='url'] {
+input[type='text']:not(.reset-base),
+input[type='number']:not(.reset-base),
+input[type='password']:not(.reset-base),
+input[type='date']:not(.reset-base),
+input[type='email']:not(.reset-base),
+input[type='url']:not(.reset-base) {
  @apply block box-border w-full transition-colors focus:border-woot-500 dark:focus:border-woot-600 duration-[0.25s] ease-[ease-in-out] h-10 appearance-none mx-0 mt-0 mb-4 p-2 rounded-md text-base font-normal bg-white dark:bg-slate-900 focus:bg-white focus:dark:bg-slate-900 text-slate-900 dark:text-slate-100 border border-solid border-slate-200 dark:border-slate-600;

  &[disabled] {
--- a/app/javascript/dashboard/assets/scss/widgets/_buttons.scss
+++ b/app/javascript/dashboard/assets/scss/widgets/_buttons.scss
@@ -118,7 +118,7 @@ button {
    @apply border border-woot-500 bg-transparent dark:bg-transparent dark:border-woot-500 text-woot-500 dark:text-woot-500 hover:bg-woot-50 dark:hover:bg-woot-900;

    &.secondary {
-      @apply text-slate-700 border-slate-200 dark:border-slate-600 dark:text-slate-100 hover:bg-slate-50 dark:hover:bg-slate-700;
+      @apply text-slate-700 border-slate-100 dark:border-slate-800 dark:text-slate-100 hover:bg-slate-50 dark:hover:bg-slate-700;
    }

    &.success {
--- a/app/javascript/dashboard/components/ChatList.vue
+++ b/app/javascript/dashboard/components/ChatList.vue
@@ -1,14 +1,14 @@
 <template>
  <div
-    class="conversations-list-wrap flex-basis-clamp flex-shrink-0 overflow-hidden flex flex-col border-r rtl:border-r-0 rtl:border-l border-slate-50 dark:border-slate-800/50"
-    :class="{
-      hide: !showConversationList,
-      'list--full-width': isOnExpandedLayout,
-    }"
+    class="flex flex-col flex-shrink-0 overflow-hidden border-r conversations-list-wrap rtl:border-r-0 rtl:border-l border-slate-50 dark:border-slate-800/50"
+    :class="[
+      { hidden: !showConversationList },
+      isOnExpandedLayout ? 'basis-full' : 'flex-basis-clamp',
+    ]"
  >
    <slot />
    <div
-      class="flex items-center justify-between py-0 px-4"
+      class="flex items-center justify-between px-4 py-0"
      :class="{
        'pb-3 border-b border-slate-75 dark:border-slate-700':
          hasAppliedFiltersOrActiveFolders,
@@ -16,7 +16,7 @@
    >
      <div class="flex max-w-[85%] justify-center items-center">
        <h1
-          class="text-xl break-words overflow-hidden whitespace-nowrap font-medium text-ellipsis text-black-900 dark:text-slate-100 mb-0"
+          class="text-xl font-medium break-words truncate text-black-900 dark:text-slate-100"
          :title="pageTitle"
        >
          {{ pageTitle }}
@@ -107,7 +107,7 @@

    <p
      v-if="!chatListLoading && !conversationList.length"
-      class="overflow-auto p-4 flex justify-center items-center"
+      class="flex items-center justify-center p-4 overflow-auto"
    >
      {{ $t('CHAT_LIST.LIST.404') }}
    </p>
@@ -127,7 +127,7 @@
    />
    <div
      ref="conversationList"
-      class="conversations-list flex-1"
+      class="flex-1 conversations-list"
      :class="{ 'overflow-hidden': isContextMenuOpen }"
    >
      <virtual-list
@@ -136,16 +136,16 @@
        :data-sources="conversationList"
        :data-component="itemComponent"
        :extra-props="virtualListExtraProps"
-        class="w-full overflow-auto h-full"
+        class="w-full h-full overflow-auto"
        footer-tag="div"
      >
        <template #footer>
          <div v-if="chatListLoading" class="text-center">
-            <span class="spinner mt-4 mb-4" />
+            <span class="mt-4 mb-4 spinner" />
          </div>
          <p
            v-if="showEndOfListMessage"
-            class="text-center text-slate-400 dark:text-slate-300 p-4"
+            class="p-4 text-center text-slate-400 dark:text-slate-300"
          >
            {{ $t('CHAT_LIST.EOF') }}
          </p>
@@ -1034,24 +1034,10 @@ export default {
 </style>

 <style scoped lang="scss">
-.conversations-list-wrap {
-  &.hide {
-    @apply hidden;
-  }
-
-  &.list--full-width {
-    @apply basis-full;
-  }
-}
-
 .conversations-list {
  @apply overflow-hidden hover:overflow-y-auto;
 }

-.load-more--button {
-  @apply text-center rounded-none;
-}
-
 .tab--chat-type {
  @apply py-0 px-4;

--- a/app/javascript/dashboard/components/CustomAttribute.vue
+++ b/app/javascript/dashboard/components/CustomAttribute.vue
@@ -2,23 +2,27 @@
  <div class="py-3 px-4">
    <div class="flex items-center mb-1">
      <h4 class="text-sm flex items-center m-0 w-full error">
-        <div v-if="isAttributeTypeCheckbox" class="checkbox-wrap">
+        <div v-if="isAttributeTypeCheckbox" class="flex items-center">
          <input
            v-model="editedValue"
-            class="checkbox"
+            class="!my-0 mr-2 ml-0"
            type="checkbox"
            @change="onUpdate"
          />
        </div>
        <div class="flex items-center justify-between w-full">
          <span
-            class="attribute-name w-full text-slate-800 dark:text-slate-100 font-medium text-sm mb-0"
-            :class="{ error: $v.editedValue.$error }"
+            class="w-full font-medium text-sm mb-0"
+            :class="
+              $v.editedValue.$error
+                ? 'text-red-400 dark:text-red-500'
+                : 'text-slate-800 dark:text-slate-100'
+            "
          >
            {{ label }}
          </span>
          <woot-button
-            v-if="showActions"
+            v-if="showCopyAndDeleteButton"
            v-tooltip.left="$t('CUSTOM_ATTRIBUTES.ACTIONS.DELETE')"
            variant="link"
            size="medium"
@@ -31,7 +35,7 @@
      </h4>
    </div>
    <div v-if="notAttributeTypeCheckboxAndList">
-      <div v-show="isEditing">
+      <div v-if="isEditing" v-on-clickaway="onClickAway">
        <div class="mb-2 w-full flex items-center">
          <input
            ref="inputfield"
@@ -61,7 +65,7 @@
      </div>
      <div
        v-show="!isEditing"
-        class="value--view"
+        class="flex group"
        :class="{ 'is-editable': showActions }"
      >
        <a
@@ -69,35 +73,35 @@
          :href="hrefURL"
          target="_blank"
          rel="noopener noreferrer"
-          class="value inline-block rounded-sm mb-0 break-all py-0.5 px-1"
+          class="group-hover:bg-slate-50 group-hover:dark:bg-slate-700 inline-block rounded-sm mb-0 break-all py-0.5 px-1"
        >
          {{ urlValue }}
        </a>
        <p
          v-else
-          class="value inline-block rounded-sm mb-0 break-all py-0.5 px-1"
+          class="group-hover:bg-slate-50 group-hover:dark:bg-slate-700 inline-block rounded-sm mb-0 break-all py-0.5 px-1"
        >
          {{ displayValue || '---' }}
        </p>
        <div class="flex max-w-[2rem] gap-1 ml-1 rtl:mr-1 rtl:ml-0">
          <woot-button
-            v-if="showActions"
+            v-if="showCopyAndDeleteButton"
            v-tooltip="$t('CUSTOM_ATTRIBUTES.ACTIONS.COPY')"
            variant="link"
            size="small"
            color-scheme="secondary"
            icon="clipboard"
-            class-names="edit-button"
+            class-names="hidden group-hover:flex !w-6 flex-shrink-0"
            @click="onCopy"
          />
          <woot-button
-            v-if="showActions"
+            v-if="showEditButton"
            v-tooltip.right="$t('CUSTOM_ATTRIBUTES.ACTIONS.EDIT')"
            variant="link"
            size="small"
            color-scheme="secondary"
            icon="edit"
-            class-names="edit-button"
+            class-names="hidden group-hover:flex !w-6 flex-shrink-0"
            @click="onEdit"
          />
        </div>
@@ -126,6 +130,7 @@
 </template>

 <script>
+import { mixin as clickaway } from 'vue-clickaway';
 import { format, parseISO } from 'date-fns';
 import { required, url } from 'vuelidate/lib/validators';
 import { BUS_EVENTS } from 'shared/constants/busEvents';
@@ -138,7 +143,7 @@ export default {
  components: {
    MultiselectDropdown,
  },
-  mixins: [customAttributeMixin],
+  mixins: [customAttributeMixin, clickaway],
  props: {
    label: { type: String, required: true },
    values: { type: Array, default: () => [] },
@@ -160,11 +165,18 @@ export default {
      editedValue: null,
    };
  },
-
  computed: {
+    showCopyAndDeleteButton() {
+      return this.value && this.showActions;
+    },
+    showEditButton() {
+      return !this.value && this.showActions;
+    },
    displayValue() {
      if (this.isAttributeTypeDate) {
-        return new Date(this.value || new Date()).toLocaleDateString();
+        return this.value
+          ? new Date(this.value || new Date()).toLocaleDateString()
+          : '';
      }
      if (this.isAttributeTypeCheckbox) {
        return this.value === 'false' ? false : this.value;
@@ -230,6 +242,10 @@ export default {
      this.isEditing = false;
      this.editedValue = this.formattedValue;
    },
+    contactId() {
+      // Fix to solve validation not resetting when contactId changes in contact page
+      this.$v.$reset();
+    },
  },

  validations() {
@@ -268,6 +284,10 @@ export default {
        this.$refs.inputfield.focus();
      }
    },
+    onClickAway() {
+      this.$v.$reset();
+      this.isEditing = false;
+    },
    onEdit() {
      this.isEditing = true;
      this.$nextTick(() => {
@@ -294,6 +314,7 @@ export default {
    },
    onDelete() {
      this.isEditing = false;
+      this.$v.$reset();
      this.$emit('delete', this.attributeKey);
    },
    onCopy() {
@@ -304,35 +325,6 @@ export default {
 </script>

 <style lang="scss" scoped>
-.checkbox-wrap {
-  @apply flex items-center;
-}
-.checkbox {
-  @apply my-0 mr-2 ml-0;
-}
-.attribute-name {
-  &.error {
-    @apply text-red-400 dark:text-red-500;
-  }
-}
-
-.edit-button {
-  @apply hidden;
-}
-
-.value--view {
-  @apply flex;
-
-  &.is-editable:hover {
-    .value {
-      @apply bg-slate-50 dark:bg-slate-700 mb-0;
-    }
-    .edit-button {
-      @apply block;
-    }
-  }
-}
-
 ::v-deep {
  .selector-wrap {
    @apply m-0 top-1;
--- a/app/javascript/dashboard/components/Modal.vue
+++ b/app/javascript/dashboard/components/Modal.vue
@@ -7,7 +7,13 @@
      @mousedown="handleMouseDown"
    >
      <div
-        :class="modalContainerClassName"
+        :class="{
+          'modal-container rtl:text-right shadow-md max-h-full overflow-auto relative bg-white dark:bg-slate-800 skip-context-menu': true,
+          'rounded-xl w-[37.5rem]': !fullWidth,
+          'items-center rounded-none flex h-full justify-center w-full':
+            fullWidth,
+          [size]: true,
+        }"
        @mouse.stop
        @mousedown="event => event.stopPropagation()"
      >
@@ -16,7 +22,7 @@
          color-scheme="secondary"
          icon="dismiss"
          variant="clear"
-          class="absolute ltr:right-2 rtl:left-2 top-2 z-10"
+          class="absolute z-10 ltr:right-2 rtl:left-2 top-2"
          @click="close"
        />
        <slot />
@@ -60,15 +66,6 @@ export default {
    };
  },
  computed: {
-    modalContainerClassName() {
-      let className =
-        'modal-container rtl:text-right shadow-md rounded-sm max-h-full overflow-auto relative w-[37.5rem] bg-white dark:bg-slate-800 skip-context-menu';
-      if (this.fullWidth) {
-        return `${className} items-center rounded-none flex h-full justify-center w-full`;
-      }
-
-      return `${className} ${this.size}`;
-    },
    modalClassName() {
      const modalClassNameMap = {
        centered: '',
--- a/app/javascript/dashboard/components/ModalHeader.vue
+++ b/app/javascript/dashboard/components/ModalHeader.vue
@@ -1,21 +1,21 @@
 <template>
-  <div class="flex flex-col items-start pt-8 px-8 pb-0">
+  <div class="flex flex-col items-start px-8 pt-8 pb-0">
    <img v-if="headerImage" :src="headerImage" alt="No image" />
    <h2
      ref="modalHeaderTitle"
-      class="text-slate-800 text-lg font-semibold dark:text-slate-50"
+      class="text-base font-semibold leading-6 text-slate-800 dark:text-slate-50"
    >
      {{ headerTitle }}
    </h2>
    <p
      v-if="headerContent"
      ref="modalHeaderContent"
-      class="w-full break-words text-slate-600 mt-2 text-sm dark:text-slate-300"
+      class="w-full mt-2 text-sm leading-5 break-words text-slate-600 dark:text-slate-300"
    >
      {{ headerContent }}
      <span
        v-if="headerContentValue"
-        class="font-semibold text-sm text-slate-600 dark:text-slate-300"
+        class="text-sm font-semibold text-slate-600 dark:text-slate-300"
      >
        {{ headerContentValue }}
      </span>
--- a/app/javascript/dashboard/components/layout/config/sidebarItems/reports.js
+++ b/app/javascript/dashboard/components/layout/config/sidebarItems/reports.js
@@ -12,6 +12,7 @@ const reports = accountId => ({
    'label_reports',
    'inbox_reports',
    'team_reports',
+    'sla_reports',
  ],
  menuItems: [
    {
@@ -71,6 +72,14 @@ const reports = accountId => ({
      toState: frontendURL(`accounts/${accountId}/reports/teams`),
      toStateName: 'team_reports',
    },
+    {
+      icon: 'document-list-clock',
+      label: 'REPORTS_SLA',
+      hasSubMenu: false,
+      featureFlag: FEATURE_FLAGS.SLA,
+      toState: frontendURL(`accounts/${accountId}/reports/sla`),
+      toStateName: 'sla_reports',
+    },
  ],
 });

--- a/app/javascript/dashboard/components/layout/config/sidebarItems/settings.js
+++ b/app/javascript/dashboard/components/layout/config/sidebarItems/settings.js
@@ -142,20 +142,13 @@ const settings = accountId => ({
      toStateName: 'settings_applications',
      featureFlag: FEATURE_FLAGS.INTEGRATIONS,
    },
-    {
-      icon: 'credit-card-person',
-      label: 'BILLING',
-      hasSubMenu: false,
-      toState: frontendURL(`accounts/${accountId}/settings/billing`),
-      toStateName: 'billing_settings_index',
-      showOnlyOnCloud: true,
-    },
    {
      icon: 'key',
      label: 'AUDIT_LOGS',
      hasSubMenu: false,
      toState: frontendURL(`accounts/${accountId}/settings/audit-log/list`),
      toStateName: 'auditlogs_list',
+      isEnterpriseOnly: true,
      featureFlag: FEATURE_FLAGS.AUDIT_LOGS,
      beta: true,
    },
@@ -165,9 +158,18 @@ const settings = accountId => ({
      hasSubMenu: false,
      toState: frontendURL(`accounts/${accountId}/settings/sla/list`),
      toStateName: 'sla_list',
+      isEnterpriseOnly: true,
      featureFlag: FEATURE_FLAGS.SLA,
      beta: true,
    },
+    {
+      icon: 'credit-card-person',
+      label: 'BILLING',
+      hasSubMenu: false,
+      toState: frontendURL(`accounts/${accountId}/settings/billing`),
+      toStateName: 'billing_settings_index',
+      showOnlyOnCloud: true,
+    },
  ],
 });

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

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

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

 export default {
  components: { SecondaryChildNavItem },
-  mixins: [adminMixin],
+  mixins: [adminMixin, configMixin],
  props: {
    menuItem: {
      type: Object,
@@ -132,15 +133,33 @@ export default {
    },
    isMenuItemVisible() {
      if (this.menuItem.globalConfigFlag) {
+        // this checks for the `csmlEditorHost` flag in the global config
+        // if this is present, we toggle the CSML editor menu item
+        // TODO: This is very specific, and can be handled better, fix it
        return !!this.globalConfig[this.menuItem.globalConfigFlag];
      }
+
+      let isFeatureEnabled = true;
+      if (this.menuItem.featureFlag) {
+        isFeatureEnabled = this.isFeatureEnabledonAccount(
+          this.accountId,
+          this.menuItem.featureFlag
+        );
+      }
+
+      if (this.menuItem.isEnterpriseOnly) {
+        if (!this.isEnterprise) return false;
+        return isFeatureEnabled || this.globalConfig.displayManifest;
+      }
+
      if (this.menuItem.featureFlag) {
        return this.isFeatureEnabledonAccount(
          this.accountId,
          this.menuItem.featureFlag
        );
      }
-      return true;
+
+      return isFeatureEnabled;
    },
    isAllConversations() {
      return (
--- a/app/javascript/dashboard/components/ui/Label.vue
+++ b/app/javascript/dashboard/components/ui/Label.vue
@@ -1,6 +1,6 @@
 <template>
  <div
-    class="ltr:mr-1 rtl:ml-1 mb-1"
+    class="inline-flex ltr:mr-1 rtl:ml-1 mb-1"
    :class="labelClass"
    :style="labelStyle"
    :title="description"
@@ -111,7 +111,7 @@ export default {

 <style scoped lang="scss">
 .label {
-  @apply inline-flex items-center font-medium text-xs rounded-[4px] gap-1 p-1 bg-slate-50 dark:bg-slate-700 text-slate-800 dark:text-slate-100 border border-solid border-slate-75 dark:border-slate-600 h-6;
+  @apply items-center font-medium text-xs rounded-[4px] gap-1 p-1 bg-slate-50 dark:bg-slate-700 text-slate-800 dark:text-slate-100 border border-solid border-slate-75 dark:border-slate-600 h-6;

  &.small {
    @apply text-xs py-0.5 px-1 leading-tight h-5;
--- a/app/javascript/dashboard/components/widgets/TableFooter.vue
+++ b/app/javascript/dashboard/components/widgets/TableFooter.vue
@@ -1,171 +1,48 @@
 <template>
  <footer
    v-if="isFooterVisible"
-    class="bg-white dark:bg-slate-800 h-12 border-t border-solid border-slate-75 dark:border-slate-700/50 flex items-center justify-between px-6"
+    class="h-12 flex items-center justify-between px-6"
  >
-    <div class="left-aligned-wrap">
-      <div class="text-xs text-slate-600 dark:text-slate-200">
-        <strong>{{ firstIndex }}</strong>
-        - <strong>{{ lastIndex }}</strong> of
-        <strong>{{ totalCount }}</strong> items
-      </div>
-    </div>
-    <div class="right-aligned-wrap">
-      <div
-        v-if="totalCount"
-        class="primary button-group pagination-button-group"
-      >
-        <woot-button
-          size="small"
-          variant="smooth"
-          color-scheme="secondary"
-          class-names="goto-first"
-          :is-disabled="hasFirstPage"
-          @click="onFirstPage"
-        >
-          <fluent-icon icon="chevron-left" size="18" />
-          <fluent-icon
-            icon="chevron-left"
-            size="18"
-            :class="pageFooterIconClass"
-          />
-        </woot-button>
-        <woot-button
-          size="small"
-          variant="smooth"
-          color-scheme="secondary"
-          :is-disabled="hasPrevPage"
-          @click="onPrevPage"
-        >
-          <fluent-icon icon="chevron-left" size="18" />
-        </woot-button>
-        <woot-button
-          size="small"
-          variant="smooth"
-          color-scheme="secondary"
-          @click.prevent
-        >
-          {{ currentPage }}
-        </woot-button>
-        <woot-button
-          size="small"
-          variant="smooth"
-          color-scheme="secondary"
-          :is-disabled="hasNextPage"
-          @click="onNextPage"
-        >
-          <fluent-icon icon="chevron-right" size="18" />
-        </woot-button>
-        <woot-button
-          size="small"
-          variant="smooth"
-          color-scheme="secondary"
-          class-names="goto-last"
-          :is-disabled="hasLastPage"
-          @click="onLastPage"
-        >
-          <fluent-icon icon="chevron-right" size="18" />
-          <fluent-icon
-            icon="chevron-right"
-            size="18"
-            :class="pageFooterIconClass"
-          />
-        </woot-button>
-      </div>
-    </div>
+    <table-footer-results
+      :first-index="firstIndex"
+      :last-index="lastIndex"
+      :total-count="totalCount"
+    />
+    <table-footer-pagination
+      v-if="totalCount"
+      :current-page="currentPage"
+      :total-pages="totalPages"
+      :total-count="totalCount"
+      :page-size="pageSize"
+      @page-change="$emit('page-change', $event)"
+    />
  </footer>
 </template>

-<script>
-import rtlMixin from 'shared/mixins/rtlMixin';
-
-export default {
-  components: {},
-  mixins: [rtlMixin],
-  props: {
-    currentPage: {
-      type: Number,
-      default: 1,
-    },
-    pageSize: {
-      type: Number,
-      default: 25,
-    },
-    totalCount: {
-      type: Number,
-      default: 0,
-    },
+<script setup>
+import { computed } from 'vue';
+import TableFooterResults from './TableFooterResults.vue';
+import TableFooterPagination from './TableFooterPagination.vue';
+const props = defineProps({
+  currentPage: {
+    type: Number,
+    default: 1,
  },
-  computed: {
-    pageFooterIconClass() {
-      return this.isRTLView ? '-mr-3' : '-ml-3';
-    },
-    isFooterVisible() {
-      return this.totalCount && !(this.firstIndex > this.totalCount);
-    },
-    firstIndex() {
-      return this.pageSize * (this.currentPage - 1) + 1;
-    },
-    lastIndex() {
-      return Math.min(this.totalCount, this.pageSize * this.currentPage);
-    },
-    searchButtonClass() {
-      return this.searchQuery !== '' ? 'show' : '';
-    },
-    hasLastPage() {
-      return !!Math.ceil(this.totalCount / this.pageSize);
-    },
-    hasFirstPage() {
-      return this.currentPage === 1;
-    },
-    hasNextPage() {
-      return this.currentPage === Math.ceil(this.totalCount / this.pageSize);
-    },
-    hasPrevPage() {
-      return this.currentPage === 1;
-    },
+  pageSize: {
+    type: Number,
+    default: 25,
  },
-  methods: {
-    onNextPage() {
-      if (this.hasNextPage) {
-        return;
-      }
-      const newPage = this.currentPage + 1;
-      this.onPageChange(newPage);
-    },
-    onPrevPage() {
-      if (this.hasPrevPage) {
-        return;
-      }
-      const newPage = this.currentPage - 1;
-      this.onPageChange(newPage);
-    },
-    onFirstPage() {
-      if (this.hasFirstPage) {
-        return;
-      }
-      const newPage = 1;
-      this.onPageChange(newPage);
-    },
-    onLastPage() {
-      if (this.hasLastPage) {
-        return;
-      }
-      const newPage = Math.ceil(this.totalCount / this.pageSize);
-      this.onPageChange(newPage);
-    },
-    onPageChange(page) {
-      this.$emit('page-change', page);
-    },
+  totalCount: {
+    type: Number,
+    default: 0,
  },
-};
+});
+const totalPages = computed(() => Math.ceil(props.totalCount / props.pageSize));
+const firstIndex = computed(() => props.pageSize * (props.currentPage - 1) + 1);
+const lastIndex = computed(() =>
+  Math.min(props.totalCount, props.pageSize * props.currentPage)
+);
+const isFooterVisible = computed(
+  () => props.totalCount && !(firstIndex.value > props.totalCount)
+);
 </script>
-
-<style lang="scss" scoped>
-.goto-first,
-.goto-last {
-  i:last-child {
-    @apply -ml-1;
-  }
-}
-</style>
--- a/app/javascript/dashboard/components/widgets/TableFooterPagination.vue
+++ b/app/javascript/dashboard/components/widgets/TableFooterPagination.vue
@@ -0,0 +1,143 @@
+<template>
+  <div class="flex items-center bg-slate-50 dark:bg-slate-800 h-8 rounded-lg">
+    <woot-button
+      size="small"
+      variant="smooth"
+      color-scheme="secondary"
+      :is-disabled="hasFirstPage"
+      class-names="dark:!bg-slate-800 !opacity-100 ltr:rounded-l-lg ltr:rounded-r-none rtl:rounded-r-lg rtl:rounded-l-none"
+      :class="buttonClass(hasFirstPage)"
+      @click="onFirstPage"
+    >
+      <fluent-icon
+        icon="chevrons-left"
+        size="20"
+        icon-lib="lucide"
+        :class="hasFirstPage && 'opacity-40'"
+      />
+    </woot-button>
+    <div class="bg-slate-75 dark:bg-slate-700/50 w-px rounded-sm h-4" />
+    <woot-button
+      size="small"
+      variant="smooth"
+      color-scheme="secondary"
+      :is-disabled="hasPrevPage"
+      class-names="dark:!bg-slate-800 !opacity-100 rounded-none"
+      :class="buttonClass(hasPrevPage)"
+      @click="onPrevPage"
+    >
+      <fluent-icon
+        icon="chevron-left-single"
+        size="20"
+        icon-lib="lucide"
+        :class="hasPrevPage && 'opacity-40'"
+      />
+    </woot-button>
+
+    <div
+      class="flex px-3 items-center gap-3 tabular-nums bg-slate-50 dark:bg-slate-800 text-slate-700 dark:text-slate-100"
+    >
+      <span class="text-sm text-slate-800 dark:text-slate-75">
+        {{ currentPage }}
+      </span>
+      <span class="text-slate-600 dark:text-slate-500">/</span>
+      <span class="text-sm text-slate-600 dark:text-slate-500">
+        {{ totalPages }}
+      </span>
+    </div>
+    <woot-button
+      size="small"
+      variant="smooth"
+      color-scheme="secondary"
+      :is-disabled="hasNextPage"
+      class-names="dark:!bg-slate-800 !opacity-100 rounded-none"
+      :class="buttonClass(hasNextPage)"
+      @click="onNextPage"
+    >
+      <fluent-icon
+        icon="chevron-right-single"
+        size="20"
+        icon-lib="lucide"
+        :class="hasNextPage && 'opacity-40'"
+      />
+    </woot-button>
+    <div class="bg-slate-75 dark:bg-slate-700/50 w-px rounded-sm h-4" />
+    <woot-button
+      size="small"
+      variant="smooth"
+      color-scheme="secondary"
+      class-names="dark:!bg-slate-800 !opacity-100 ltr:rounded-r-lg ltr:rounded-l-none rtl:rounded-l-lg rtl:rounded-r-none"
+      :class="buttonClass(hasLastPage)"
+      :is-disabled="hasLastPage"
+      @click="onLastPage"
+    >
+      <fluent-icon
+        icon="chevrons-right"
+        size="20"
+        icon-lib="lucide"
+        :class="hasLastPage && 'opacity-40'"
+      />
+    </woot-button>
+  </div>
+</template>
+
+<script setup>
+import { computed } from 'vue';
+
+// Props
+const props = defineProps({
+  currentPage: {
+    type: Number,
+    default: 1,
+  },
+  totalCount: {
+    type: Number,
+    default: 0,
+  },
+  totalPages: {
+    type: Number,
+    default: 0,
+  },
+});
+
+const hasLastPage = computed(
+  () => props.currentPage === props.totalPages || props.totalPages === 1
+);
+const hasFirstPage = computed(() => props.currentPage === 1);
+const hasNextPage = computed(() => props.currentPage === props.totalPages);
+const hasPrevPage = computed(() => props.currentPage === 1);
+
+const emit = defineEmits(['page-change']);
+
+function buttonClass(hasPage) {
+  if (hasPage) {
+    return 'hover:!bg-slate-50 dark:hover:!bg-slate-800';
+  }
+  return 'dark:hover:!bg-slate-700/50';
+}
+
+function onPageChange(newPage) {
+  emit('page-change', newPage);
+}
+
+const onNextPage = () => {
+  if (!onNextPage.value) {
+    onPageChange(props.currentPage + 1);
+  }
+};
+const onPrevPage = () => {
+  if (!hasPrevPage.value) {
+    onPageChange(props.currentPage - 1);
+  }
+};
+const onFirstPage = () => {
+  if (!hasFirstPage.value) {
+    onPageChange(1);
+  }
+};
+const onLastPage = () => {
+  if (!hasLastPage.value) {
+    onPageChange(props.totalPages);
+  }
+};
+</script>
--- a/app/javascript/dashboard/components/widgets/TableFooterResults.vue
+++ b/app/javascript/dashboard/components/widgets/TableFooterResults.vue
@@ -0,0 +1,28 @@
+<template>
+  <span class="text-sm text-slate-700 dark:text-slate-200 font-medium">
+    {{
+      $t('GENERAL.SHOWING_RESULTS', {
+        firstIndex,
+        lastIndex,
+        totalCount,
+      })
+    }}
+  </span>
+</template>
+
+<script setup>
+defineProps({
+  firstIndex: {
+    type: Number,
+    default: 0,
+  },
+  lastIndex: {
+    type: Number,
+    default: 0,
+  },
+  totalCount: {
+    type: Number,
+    default: 0,
+  },
+});
+</script>
--- a/app/javascript/dashboard/components/widgets/TableHeaderCell.vue
+++ b/app/javascript/dashboard/components/widgets/TableHeaderCell.vue
@@ -0,0 +1,39 @@
+<script setup>
+import { computed } from 'vue';
+const props = defineProps({
+  span: {
+    type: Number,
+    required: true,
+  },
+  label: {
+    type: String,
+    required: true,
+    default: '',
+  },
+});
+
+const spanClass = computed(() => {
+  if (props.span === 1) return 'col-span-1';
+  if (props.span === 2) return 'col-span-2';
+  if (props.span === 3) return 'col-span-3';
+  if (props.span === 4) return 'col-span-4';
+  if (props.span === 5) return 'col-span-5';
+  if (props.span === 6) return 'col-span-6';
+  if (props.span === 7) return 'col-span-7';
+  if (props.span === 8) return 'col-span-8';
+  if (props.span === 9) return 'col-span-9';
+  if (props.span === 10) return 'col-span-10';
+
+  return 'col-span-1';
+});
+</script>
+<template>
+  <div
+    class="flex items-center px-0 py-2 text-xs font-medium text-left uppercase text-slate-700 dark:text-slate-100 rtl:text-right"
+    :class="spanClass"
+  >
+    <slot>
+      {{ label }}
+    </slot>
+  </div>
+</template>
--- a/app/javascript/dashboard/components/widgets/conversation/ConversationCard.vue
+++ b/app/javascript/dashboard/components/widgets/conversation/ConversationCard.vue
@@ -86,7 +86,11 @@
          {{ unreadCount > 9 ? '9+' : unreadCount }}
        </span>
      </div>
-      <card-labels :conversation-id="chat.id" />
+      <card-labels :conversation-id="chat.id" class="mt-0.5 mx-2 mb-0">
+        <template v-if="hasSlaPolicyId" #before>
+          <SLA-card-label :chat="chat" class="ltr:mr-1 rtl:ml-1" />
+        </template>
+      </card-labels>
    </div>
    <woot-context-menu
      v-if="showContextMenu"
@@ -125,6 +129,7 @@ import alertMixin from 'shared/mixins/alertMixin';
 import TimeAgo from 'dashboard/components/ui/TimeAgo.vue';
 import CardLabels from './conversationCardComponents/CardLabels.vue';
 import PriorityMark from './PriorityMark.vue';
+import SLACardLabel from './components/SLACardLabel.vue';

 export default {
  components: {
@@ -135,6 +140,7 @@ export default {
    TimeAgo,
    MessagePreview,
    PriorityMark,
+    SLACardLabel,
  },

  mixins: [inboxMixin, timeMixin, conversationMixin, alertMixin],
@@ -252,6 +258,9 @@ export default {
      const stateInbox = this.inbox;
      return stateInbox.name || '';
    },
+    hasSlaPolicyId() {
+      return this.chat?.sla_policy_id;
+    },
  },
  methods: {
    onCardClick(e) {
--- a/app/javascript/dashboard/components/widgets/conversation/ConversationHeader.vue
+++ b/app/javascript/dashboard/components/widgets/conversation/ConversationHeader.vue
@@ -1,12 +1,12 @@
 <template>
  <div
-    class="bg-white dark:bg-slate-900 flex justify-between items-center py-2 px-4 border-b border-slate-50 dark:border-slate-800/50 flex-col md:flex-row"
+    class="flex flex-col items-center justify-between px-4 py-2 bg-white border-b dark:bg-slate-900 border-slate-50 dark:border-slate-800/50 md:flex-row"
  >
    <div
-      class="flex-1 w-full min-w-0 flex flex-col items-center justify-center"
+      class="flex flex-col items-center justify-center flex-1 w-full min-w-0"
      :class="isInboxView ? 'sm:flex-row' : 'md:flex-row'"
    >
-      <div class="flex justify-start items-center min-w-0 w-fit max-w-full">
+      <div class="flex items-center justify-start max-w-full min-w-0 w-fit">
        <back-button
          v-if="showBackButton"
          :back-url="backButtonUrl"
@@ -19,10 +19,10 @@
          :status="currentContact.availability_status"
        />
        <div
-          class="items-start flex flex-col ml-2 rtl:ml-0 rtl:mr-2 min-w-0 w-fit overflow-hidden"
+          class="flex flex-col items-start min-w-0 ml-2 overflow-hidden rtl:ml-0 rtl:mr-2 w-fit"
        >
          <div
-            class="flex items-center flex-row gap-1 m-0 p-0 w-fit max-w-full"
+            class="flex flex-row items-center max-w-full gap-1 p-0 m-0 w-fit"
          >
            <woot-button
              variant="link"
@@ -31,7 +31,7 @@
              @click.prevent="$emit('contact-panel-toggle')"
            >
              <span
-                class="text-base leading-tight font-medium text-slate-900 dark:text-slate-100"
+                class="text-base font-medium leading-tight text-slate-900 dark:text-slate-100"
              >
                {{ currentContact.name }}
              </span>
@@ -46,7 +46,7 @@
          </div>

          <div
-            class="conversation--header--actions items-center flex text-xs gap-2 text-ellipsis overflow-hidden whitespace-nowrap"
+            class="flex items-center gap-2 overflow-hidden text-xs conversation--header--actions text-ellipsis whitespace-nowrap"
          >
            <inbox-name v-if="hasMultipleInboxes" :inbox="inbox" />
            <span
@@ -67,9 +67,10 @@
        </div>
      </div>
      <div
-        class="header-actions-wrap items-center flex flex-row flex-grow justify-end mt-3 lg:mt-0"
+        class="flex flex-row items-center justify-end flex-grow gap-2 mt-3 header-actions-wrap lg:mt-0"
        :class="{ 'justify-end': isContactPanelOpen }"
      >
+        <SLA-card-label v-if="hasSlaPolicyId" :chat="chat" show-extended-info />
        <more-actions :conversation-id="currentChat.id" />
      </div>
    </div>
@@ -85,6 +86,7 @@ import inboxMixin from 'shared/mixins/inboxMixin';
 import InboxName from '../InboxName.vue';
 import MoreActions from './MoreActions.vue';
 import Thumbnail from '../Thumbnail.vue';
+import SLACardLabel from './components/SLACardLabel.vue';
 import wootConstants from 'dashboard/constants/globals';
 import { conversationListPageURL } from 'dashboard/helper/URLHelper';
 import { snoozedReopenTime } from 'dashboard/helper/snoozeHelpers';
@@ -95,6 +97,7 @@ export default {
    InboxName,
    MoreActions,
    Thumbnail,
+    SLACardLabel,
  },
  mixins: [inboxMixin, agentMixin, eventListenerMixins],
  props: {
@@ -173,6 +176,9 @@ export default {
    hasMultipleInboxes() {
      return this.$store.getters['inboxes/getInboxes'].length > 1;
    },
+    hasSlaPolicyId() {
+      return this.chat?.sla_policy_id;
+    },
  },

  methods: {
--- a/app/javascript/dashboard/components/widgets/conversation/components/SLACardLabel.vue
+++ b/app/javascript/dashboard/components/widgets/conversation/components/SLACardLabel.vue
@@ -0,0 +1,153 @@
+<template>
+  <div
+    v-if="hasSlaThreshold"
+    class="relative flex items-center border cursor-pointer min-w-fit border-slate-100 dark:border-slate-700"
+    :class="showExtendedInfo ? 'h-[26px] rounded-lg' : 'rounded h-5'"
+  >
+    <div
+      v-on-clickaway="closeSlaPopover"
+      class="flex items-center w-full truncate"
+      :class="showExtendedInfo ? 'px-1.5' : 'px-2 gap-1'"
+      @mouseover="openSlaPopover()"
+    >
+      <div
+        class="flex items-center gap-1"
+        :class="
+          showExtendedInfo &&
+          'ltr:pr-1.5 rtl:pl-1.5 ltr:border-r rtl:border-l border-solid border-slate-100 dark:border-slate-700'
+        "
+      >
+        <fluent-icon
+          size="14"
+          :icon="slaStatus.icon"
+          type="outline"
+          :icon-lib="isSlaMissed ? 'lucide' : 'fluent'"
+          class="flex-shrink-0"
+          :class="slaTextStyles"
+        />
+        <span
+          v-if="showExtendedInfo"
+          class="text-xs font-medium"
+          :class="slaTextStyles"
+        >
+          {{ slaStatusText }}
+        </span>
+      </div>
+      <span
+        class="text-xs font-medium"
+        :class="[slaTextStyles, showExtendedInfo && 'ltr:pl-1.5 rtl:pr-1.5']"
+      >
+        {{ slaStatus.threshold }}
+      </span>
+    </div>
+    <SLA-popover-card
+      v-if="showSlaPopoverCard"
+      :sla-missed-events="slaEvents"
+      class="right-0 top-7"
+    />
+  </div>
+</template>
+
+<script>
+import { evaluateSLAStatus } from '../helpers/SLAHelper';
+import SLAPopoverCard from './SLAPopoverCard.vue';
+import { mixin as clickaway } from 'vue-clickaway';
+
+const REFRESH_INTERVAL = 60000;
+
+export default {
+  components: {
+    SLAPopoverCard,
+  },
+  mixins: [clickaway],
+  props: {
+    chat: {
+      type: Object,
+      default: () => ({}),
+    },
+    showExtendedInfo: {
+      type: Boolean,
+      default: false,
+    },
+  },
+  data() {
+    return {
+      timer: null,
+      showSlaPopover: false,
+      slaStatus: {
+        threshold: null,
+        isSlaMissed: false,
+        type: null,
+        icon: null,
+      },
+    };
+  },
+  computed: {
+    slaPolicyId() {
+      return this.chat?.sla_policy_id;
+    },
+    appliedSLA() {
+      return this.chat?.applied_sla;
+    },
+    slaEvents() {
+      return this.chat?.sla_events;
+    },
+    hasSlaThreshold() {
+      return this.slaStatus?.threshold;
+    },
+    isSlaMissed() {
+      return this.slaStatus?.isSlaMissed;
+    },
+    slaTextStyles() {
+      return this.isSlaMissed
+        ? 'text-red-400 dark:text-red-300'
+        : 'text-yellow-600 dark:text-yellow-500';
+    },
+    slaStatusText() {
+      const upperCaseType = this.slaStatus?.type?.toUpperCase(); // FRT, NRT, or RT
+      const statusKey = this.isSlaMissed ? 'MISSED' : 'DUE';
+
+      return this.$t(`CONVERSATION.HEADER.SLA_STATUS.${upperCaseType}`, {
+        status: this.$t(`CONVERSATION.HEADER.SLA_STATUS.${statusKey}`),
+      });
+    },
+    showSlaPopoverCard() {
+      return (
+        this.showExtendedInfo && this.showSlaPopover && this.slaEvents.length
+      );
+    },
+  },
+  watch: {
+    chat() {
+      this.updateSlaStatus();
+    },
+  },
+  mounted() {
+    this.updateSlaStatus();
+    this.createTimer();
+  },
+  beforeDestroy() {
+    if (this.timer) {
+      clearTimeout(this.timer);
+    }
+  },
+  methods: {
+    createTimer() {
+      this.timer = setTimeout(() => {
+        this.updateSlaStatus();
+        this.createTimer();
+      }, REFRESH_INTERVAL);
+    },
+    updateSlaStatus() {
+      this.slaStatus = evaluateSLAStatus(this.appliedSLA, this.chat);
+    },
+    openSlaPopover() {
+      if (!this.showExtendedInfo) return;
+      this.showSlaPopover = true;
+    },
+    closeSlaPopover() {
+      this.showSlaPopover = false;
+    },
+  },
+};
+</script>
--- a/app/javascript/dashboard/components/widgets/conversation/components/SLAEventItem.vue
+++ b/app/javascript/dashboard/components/widgets/conversation/components/SLAEventItem.vue
@@ -0,0 +1,35 @@
+<script setup>
+import { format, fromUnixTime } from 'date-fns';
+
+defineProps({
+  label: {
+    type: String,
+    required: true,
+  },
+  items: {
+    type: Array,
+    required: true,
+  },
+});
+const formatDate = timestamp =>
+  format(fromUnixTime(timestamp), 'MMM dd, yyyy, hh:mm a');
+</script>
+<template>
+  <div class="flex justify-between w-full">
+    <span
+      class="text-sm sticky top-0 h-fit font-normal tracking-[-0.6%] min-w-[140px] truncate text-slate-600 dark:text-slate-200"
+    >
+      {{ label }}
+    </span>
+    <div class="flex flex-col w-full gap-2">
+      <span
+        v-for="item in items"
+        :key="item.id"
+        class="text-sm font-normal text-slate-900 dark:text-slate-25 text-right tabular-nums"
+      >
+        {{ formatDate(item.created_at) }}
+      </span>
+      <slot name="showMore" />
+    </div>
+  </div>
+</template>
--- a/app/javascript/dashboard/components/widgets/conversation/components/SLAPopoverCard.vue
+++ b/app/javascript/dashboard/components/widgets/conversation/components/SLAPopoverCard.vue
@@ -0,0 +1,85 @@
+<script setup>
+import { ref, computed } from 'vue';
+
+import wootConstants from 'dashboard/constants/globals';
+import SLAEventItem from './SLAEventItem.vue';
+
+const { SLA_MISS_TYPES } = wootConstants;
+
+const props = defineProps({
+  slaMissedEvents: {
+    type: Array,
+    required: true,
+  },
+});
+
+const shouldShowAllNrts = ref(false);
+
+const frtMisses = computed(() =>
+  props.slaMissedEvents.filter(
+    slaEvent => slaEvent.event_type === SLA_MISS_TYPES.FRT
+  )
+);
+const nrtMisses = computed(() => {
+  const missedEvents = props.slaMissedEvents.filter(
+    slaEvent => slaEvent.event_type === SLA_MISS_TYPES.NRT
+  );
+  return shouldShowAllNrts.value ? missedEvents : missedEvents.slice(0, 6);
+});
+const rtMisses = computed(() =>
+  props.slaMissedEvents.filter(
+    slaEvent => slaEvent.event_type === SLA_MISS_TYPES.RT
+  )
+);
+
+const shouldShowMoreNRTButton = computed(() => nrtMisses.value.length > 6);
+const toggleShowAllNRT = () => {
+  shouldShowAllNrts.value = !shouldShowAllNrts.value;
+};
+</script>
+<template>
+  <div
+    class="absolute flex flex-col items-start bg-[#fdfdfd] dark:bg-slate-800 z-50 p-4 border border-solid border-slate-75 dark:border-slate-700 w-[384px] rounded-xl gap-4 max-h-96 overflow-auto"
+  >
+    <span class="text-sm font-medium text-slate-900 dark:text-slate-25">
+      {{ $t('SLA.EVENTS.TITLE') }}
+    </span>
+    <SLA-event-item
+      v-if="frtMisses.length"
+      :label="$t('SLA.EVENTS.FRT')"
+      :items="frtMisses"
+    />
+    <SLA-event-item
+      v-if="nrtMisses.length"
+      :label="$t('SLA.EVENTS.NRT')"
+      :items="nrtMisses"
+    >
+      <template #showMore>
+        <div
+          v-if="shouldShowMoreNRTButton"
+          class="flex flex-col items-end w-full"
+        >
+          <woot-button
+            size="small"
+            :icon="!shouldShowAllNrts ? 'plus-sign' : ''"
+            variant="link"
+            color-scheme="secondary"
+            class="hover:!no-underline !gap-1 hover:!bg-transparent dark:hover:!bg-transparent"
+            @click="toggleShowAllNRT"
+          >
+            {{
+              shouldShowAllNrts
+                ? $t('SLA.EVENTS.HIDE', { count: nrtMisses.length })
+                : $t('SLA.EVENTS.SHOW_MORE', { count: nrtMisses.length })
+            }}
+          </woot-button>
+        </div>
+      </template>
+    </SLA-event-item>
+    <SLA-event-item
+      v-if="rtMisses.length"
+      :label="$t('SLA.EVENTS.RT')"
+      :items="rtMisses"
+    />
+  </div>
+</template>
--- a/app/javascript/dashboard/components/widgets/conversation/conversationCardComponents/CardLabels.vue
+++ b/app/javascript/dashboard/components/widgets/conversation/conversationCardComponents/CardLabels.vue
@@ -1,13 +1,14 @@
 <template>
  <div
-    v-show="activeLabels.length"
+    v-if="activeLabels.length || $slots.before"
    ref="labelContainer"
-    class="label-container mt-0.5 mx-2 mb-0"
+    v-resize="computeVisibleLabelPosition"
  >
    <div
-      class="labels-wrap flex items-end min-w-0 flex-shrink gap-y-1 flex-wrap"
-      :class="{ expand: showAllLabels }"
+      class="flex items-end flex-shrink min-w-0 gap-y-1"
+      :class="{ 'h-auto overflow-visible flex-row flex-wrap': showAllLabels }"
    >
+      <slot name="before" />
      <woot-label
        v-for="(label, index) in activeLabels"
        :key="label.id"
@@ -26,7 +27,7 @@
            ? $t('CONVERSATION.CARD.HIDE_LABELS')
            : $t('CONVERSATION.CARD.SHOW_LABELS')
        "
-        class="show-more--button sticky flex-shrink-0 right-0 mr-6 rtl:rotate-180"
+        class="sticky right-0 flex-shrink-0 mr-6 show-more--button rtl:rotate-180"
        color-scheme="secondary"
        variant="hollow"
        :icon="showAllLabels ? 'chevron-left' : 'chevron-right'"
@@ -45,6 +46,11 @@ export default {
      type: Number,
      required: true,
    },
+    conversationLabels: {
+      type: String,
+      required: false,
+      default: '',
+    },
  },
  data() {
    return {
@@ -59,26 +65,34 @@ export default {
    },
  },
  mounted() {
+    // the problem here is that there is a certain amount of delay between the conversation
+    // card being mounted and the resize event eventually being triggered
+    // This means we need to run the function immediately after the component is mounted
+    // Happens especially when used in a virtual list.
+    // We can make the first trigger, a standard part of the directive, in case
+    // we face this issue again
    this.computeVisibleLabelPosition();
  },
  methods: {
    onShowLabels(e) {
      e.stopPropagation();
      this.showAllLabels = !this.showAllLabels;
+      this.$nextTick(() => this.computeVisibleLabelPosition());
    },
    computeVisibleLabelPosition() {
+      const beforeSlot = this.$slots.before ? 100 : 0;
      const labelContainer = this.$refs.labelContainer;
-      const labels = this.$refs.labelContainer.querySelectorAll('.label');
+      if (!labelContainer) return;
+
+      const labels = Array.from(labelContainer.querySelectorAll('.label'));
      let labelOffset = 0;
      this.showExpandLabelButton = false;
-
-      Array.from(labels).forEach((label, index) => {
+      labels.forEach((label, index) => {
        labelOffset += label.offsetWidth + 8;
-
-        if (labelOffset < labelContainer.clientWidth - 16) {
+        if (labelOffset < labelContainer.clientWidth - 16 - beforeSlot) {
          this.labelPosition = index;
        } else {
-          this.showExpandLabelButton = true;
+          this.showExpandLabelButton = labels.length > 1;
        }
      });
    },
@@ -95,10 +109,6 @@ export default {
 }

 .labels-wrap {
-  &.expand {
-    @apply h-auto overflow-visible flex-row flex-wrap;
-  }
-
  .secondary {
    @apply border border-solid border-slate-100 dark:border-slate-700;
  }
--- a/app/javascript/dashboard/components/widgets/conversation/helpers/SLAHelper.js
+++ b/app/javascript/dashboard/components/widgets/conversation/helpers/SLAHelper.js
@@ -0,0 +1,117 @@
+const calculateThreshold = (timeOffset, threshold) => {
+  // Calculate the time left for the SLA to breach or the time since the SLA has missed
+  if (threshold === null) return null;
+  const currentTime = Math.floor(Date.now() / 1000);
+  return timeOffset + threshold - currentTime;
+};
+
+const findMostUrgentSLAStatus = SLAStatuses => {
+  // Sort the SLAs based on the threshold and return the most urgent SLA
+  SLAStatuses.sort(
+    (sla1, sla2) => Math.abs(sla1.threshold) - Math.abs(sla2.threshold)
+  );
+  return SLAStatuses[0];
+};
+
+const formatSLATime = seconds => {
+  const units = {
+    y: 31536000, // 60 * 60 * 24 * 365
+    mo: 2592000, // 60 * 60 * 24 * 30
+    d: 86400, // 60 * 60 * 24
+    h: 3600, // 60 * 60
+    m: 60,
+  };
+
+  if (seconds < 60) {
+    return '1m';
+  }
+
+  // we will only show two parts, two max granularity's, h-m, y-d, d-h, m, but no seconds
+  const parts = [];
+
+  Object.keys(units).forEach(unit => {
+    const value = Math.floor(seconds / units[unit]);
+    if (seconds < 60 && parts.length > 0) return;
+    if (parts.length === 2) return;
+    if (value > 0) {
+      parts.push(value + unit);
+      seconds -= value * units[unit];
+    }
+  });
+  return parts.join(' ');
+};
+
+const createSLAObject = (
+  type,
+  {
+    sla_first_response_time_threshold: frtThreshold,
+    sla_next_response_time_threshold: nrtThreshold,
+    sla_resolution_time_threshold: rtThreshold,
+    created_at: createdAt,
+  } = {},
+  {
+    first_reply_created_at: firstReplyCreatedAt,
+    waiting_since: waitingSince,
+    status,
+  } = {}
+) => {
+  // Mapping of breach types to their logic
+  const SLATypes = {
+    FRT: {
+      threshold: calculateThreshold(createdAt, frtThreshold),
+      //   Check FRT only if threshold is not null and first reply hasn't been made
+      condition:
+        frtThreshold !== null &&
+        (!firstReplyCreatedAt || firstReplyCreatedAt === 0),
+    },
+    NRT: {
+      threshold: calculateThreshold(waitingSince, nrtThreshold),
+      // Check NRT only if threshold is not null, first reply has been made and we are waiting since
+      condition:
+        nrtThreshold !== null && !!firstReplyCreatedAt && !!waitingSince,
+    },
+    RT: {
+      threshold: calculateThreshold(createdAt, rtThreshold),
+      // Check RT only if the conversation is open and threshold is not null
+      condition: status === 'open' && rtThreshold !== null,
+    },
+  };
+
+  const SLAStatus = SLATypes[type];
+  return SLAStatus ? { ...SLAStatus, type } : null;
+};
+
+const evaluateSLAConditions = (appliedSla, chat) => {
+  // Filter out the SLA based on conditions and update the object with the breach status(icon, isSlaMissed)
+  const SLATypes = ['FRT', 'NRT', 'RT'];
+  return SLATypes.map(type => createSLAObject(type, appliedSla, chat))
+    .filter(SLAStatus => SLAStatus && SLAStatus.condition)
+    .map(SLAStatus => ({
+      ...SLAStatus,
+      icon: SLAStatus.threshold <= 0 ? 'flame' : 'alarm',
+      isSlaMissed: SLAStatus.threshold <= 0,
+    }));
+};
+
+export const evaluateSLAStatus = (appliedSla, chat) => {
+  if (!appliedSla || !chat)
+    return { type: '', threshold: '', icon: '', isSlaMissed: false };
+
+  // Filter out the SLA and create the object for each breach
+  const SLAStatuses = evaluateSLAConditions(appliedSla, chat);
+
+  // Return the most urgent SLA which is latest to breach or has missed
+  const mostUrgent = findMostUrgentSLAStatus(SLAStatuses);
+  return mostUrgent
+    ? {
+        type: mostUrgent.type,
+        threshold: formatSLATime(
+          mostUrgent.threshold <= 0
+            ? -mostUrgent.threshold
+            : mostUrgent.threshold
+        ),
+        icon: mostUrgent.icon,
+        isSlaMissed: mostUrgent.isSlaMissed,
+      }
+    : { type: '', threshold: '', icon: '', isSlaMissed: false };
+};
--- a/app/javascript/dashboard/components/widgets/conversation/helpers/specs/SLAHelper.spec.js
+++ b/app/javascript/dashboard/components/widgets/conversation/helpers/specs/SLAHelper.spec.js
@@ -0,0 +1,150 @@
+import { evaluateSLAStatus } from '../SLAHelper';
+
+beforeEach(() => {
+  jest
+    .spyOn(Date, 'now')
+    .mockImplementation(() => new Date('2024-01-01T00:00:00Z').getTime());
+});
+
+afterEach(() => {
+  jest.restoreAllMocks();
+});
+
+describe('SLAHelper', () => {
+  describe('evaluateSLAStatus', () => {
+    it('returns an empty object when sla or chat is not present', () => {
+      expect(evaluateSLAStatus(null, null)).toEqual({
+        type: '',
+        threshold: '',
+        icon: '',
+        isSlaMissed: false,
+      });
+    });
+
+    // Case when FRT SLA is missed
+    it('correctly identifies a missed FRT SLA', () => {
+      const appliedSla = {
+        sla_first_response_time_threshold: 600,
+        sla_next_response_time_threshold: 1200,
+        sla_resolution_time_threshold: 1800,
+        created_at: 1704066540,
+      };
+      const chatMissed = {
+        first_reply_created_at: 0,
+        waiting_since: 0,
+        status: 'open',
+      };
+      expect(evaluateSLAStatus(appliedSla, chatMissed)).toEqual({
+        type: 'FRT',
+        threshold: '1m',
+        icon: 'flame',
+        isSlaMissed: true,
+      });
+    });
+
+    // Case when FRT SLA is not missed
+    it('correctly identifies an FRT SLA not yet breached', () => {
+      const appliedSla = {
+        sla_first_response_time_threshold: 600,
+        sla_next_response_time_threshold: 1200,
+        sla_resolution_time_threshold: 1800,
+        created_at: 1704066660,
+      };
+      const chatNotMissed = {
+        first_reply_created_at: 0,
+        waiting_since: 0,
+        status: 'open',
+      };
+      expect(evaluateSLAStatus(appliedSla, chatNotMissed)).toEqual({
+        type: 'FRT',
+        threshold: '1m',
+        icon: 'alarm',
+        isSlaMissed: false,
+      });
+    });
+
+    // Case when NRT SLA is missed
+    it('correctly identifies a missed NRT SLA', () => {
+      const appliedSla = {
+        sla_first_response_time_threshold: 600,
+        sla_next_response_time_threshold: 1200,
+        sla_resolution_time_threshold: 1800,
+        created_at: 1704065200,
+      };
+      const chatMissed = {
+        first_reply_created_at: 1704066200,
+        waiting_since: 1704065940,
+        status: 'open',
+      };
+      expect(evaluateSLAStatus(appliedSla, chatMissed)).toEqual({
+        type: 'NRT',
+        threshold: '1m',
+        icon: 'flame',
+        isSlaMissed: true,
+      });
+    });
+
+    // Case when NRT SLA is not missed
+    it('correctly identifies an NRT SLA not yet breached', () => {
+      const appliedSla = {
+        sla_first_response_time_threshold: 600,
+        sla_next_response_time_threshold: 1200,
+        sla_resolution_time_threshold: 1800,
+        created_at: 1704065200 - 2000,
+      };
+      const chatNotMissed = {
+        first_reply_created_at: 1704066200,
+        waiting_since: 1704066060,
+        status: 'open',
+      };
+      expect(evaluateSLAStatus(appliedSla, chatNotMissed)).toEqual({
+        type: 'NRT',
+        threshold: '1m',
+        icon: 'alarm',
+        isSlaMissed: false,
+      });
+    });
+
+    // Case when RT SLA is missed
+    it('correctly identifies a missed RT SLA', () => {
+      const appliedSla = {
+        sla_first_response_time_threshold: 600,
+        sla_next_response_time_threshold: 1200,
+        sla_resolution_time_threshold: 1800,
+        created_at: 1704065340,
+      };
+      const chatMissed = {
+        first_reply_created_at: 1704066200,
+        waiting_since: 0,
+        status: 'open',
+      };
+      expect(evaluateSLAStatus(appliedSla, chatMissed)).toEqual({
+        type: 'RT',
+        threshold: '1m',
+        icon: 'flame',
+        isSlaMissed: true,
+      });
+    });
+
+    // Case when RT SLA is not missed
+    it('correctly identifies an RT SLA not yet breached', () => {
+      const appliedSla = {
+        sla_first_response_time_threshold: 600,
+        sla_next_response_time_threshold: 1200,
+        sla_resolution_time_threshold: 1800,
+        created_at: 1704065460,
+      };
+      const chatNotMissed = {
+        first_reply_created_at: 1704066200,
+        waiting_since: 0,
+        status: 'open',
+      };
+      expect(evaluateSLAStatus(appliedSla, chatNotMissed)).toEqual({
+        type: 'RT',
+        threshold: '1m',
+        icon: 'alarm',
+        isSlaMissed: false,
+      });
+    });
+  });
+});
--- a/app/javascript/dashboard/constants/globals.js
+++ b/app/javascript/dashboard/constants/globals.js
@@ -59,5 +59,10 @@ export default {
    TYPE: 'type',
    SORT_ORDER: 'sort_order',
  },
+  SLA_MISS_TYPES: {
+    FRT: 'frt',
+    NRT: 'nrt',
+    RT: 'rt',
+  },
 };
 export const DEFAULT_REDIRECT_URL = '/app/';
--- a/app/javascript/dashboard/featureFlags.js
+++ b/app/javascript/dashboard/featureFlags.js
@@ -20,4 +20,14 @@ export const FEATURE_FLAGS = {
  INBOX_VIEW: 'inbox_view',
  SLA: 'sla',
  RESPONSE_BOT: 'response_bot',
+  CHANNEL_EMAIL: 'channel_email',
+  CHANNEL_FACEBOOK: 'channel_facebook',
+  CHANNEL_TWITTER: 'channel_twitter',
+  CHANNEL_WEBSITE: 'channel_website',
+  CUSTOM_REPLY_DOMAIN: 'custom_reply_domain',
+  CUSTOM_REPLY_EMAIL: 'custom_reply_email',
+  DISABLE_BRANDING: 'disable_branding',
+  EMAIL_CONTINUITY_ON_API_CHANNEL: 'email_continuity_on_api_channel',
+  INBOUND_EMAILS: 'inbound_emails',
+  IP_LOOKUP: 'ip_lookup',
 };
--- a/app/javascript/dashboard/helper/directives/resize.js
+++ b/app/javascript/dashboard/helper/directives/resize.js
@@ -0,0 +1,41 @@
+import { debounce } from '@chatwoot/utils';
+
+const RESIZE_OBSERVER_DEBOUNCE_TIME = 100;
+
+function createResizeObserver(el, binding) {
+  const { value } = binding;
+  const observer = new ResizeObserver(
+    debounce(entries => {
+      const entry = entries[0];
+      if (entry && value && typeof value === 'function') {
+        value(entry);
+      }
+    }, RESIZE_OBSERVER_DEBOUNCE_TIME)
+  );
+
+  el.cwResizeObserver = observer;
+  observer.observe(el);
+}
+
+function destroyResizeObserver(el) {
+  if (el.cwResizeObserver) {
+    el.cwResizeObserver.unobserve(el);
+    el.cwResizeObserver.disconnect();
+    delete el.cwResizeObserver;
+  }
+}
+
+export default {
+  bind(el, binding) {
+    createResizeObserver(el, binding);
+  },
+  update(el, binding) {
+    if (binding.oldValue !== binding.value) {
+      destroyResizeObserver(el);
+      createResizeObserver(el, binding);
+    }
+  },
+  unbind(el) {
+    destroyResizeObserver(el);
+  },
+};
--- a/app/javascript/dashboard/helper/featureHelper.js
+++ b/app/javascript/dashboard/helper/featureHelper.js
@@ -0,0 +1,4 @@
+export function getHelpUrlForFeature(featureName) {
+  const { helpUrls } = window.chatwootConfig;
+  return helpUrls[featureName];
+}
--- a/app/javascript/dashboard/helper/specs/directives/resize.spec.js
+++ b/app/javascript/dashboard/helper/specs/directives/resize.spec.js
@@ -0,0 +1,78 @@
+import resize from '../../directives/resize';
+
+class ResizeObserverMock {
+  // eslint-disable-next-line class-methods-use-this
+  observe() {}
+
+  // eslint-disable-next-line class-methods-use-this
+  unobserve() {}
+
+  // eslint-disable-next-line class-methods-use-this
+  disconnect() {}
+}
+
+describe('resize directive', () => {
+  let el;
+  let binding;
+  let observer;
+
+  beforeEach(() => {
+    el = document.createElement('div');
+    binding = {
+      value: jest.fn(),
+    };
+    observer = {
+      observe: jest.fn(),
+      unobserve: jest.fn(),
+      disconnect: jest.fn(),
+    };
+    window.ResizeObserver = ResizeObserverMock;
+    jest.spyOn(window, 'ResizeObserver').mockImplementation(() => observer);
+  });
+
+  afterEach(() => {
+    jest.clearAllMocks();
+  });
+
+  it('should create ResizeObserver on bind', () => {
+    resize.bind(el, binding);
+
+    expect(ResizeObserver).toHaveBeenCalled();
+    expect(observer.observe).toHaveBeenCalledWith(el);
+  });
+
+  it('should call callback on observer callback', () => {
+    el = document.createElement('div');
+    binding = {
+      value: jest.fn(),
+    };
+
+    resize.bind(el, binding);
+
+    const entries = [{ contentRect: { width: 100, height: 100 } }];
+    const callback = binding.value;
+    callback(entries[0]);
+
+    expect(binding.value).toHaveBeenCalledWith(entries[0]);
+  });
+
+  it('should destroy and recreate observer on update', () => {
+    resize.bind(el, binding);
+
+    resize.update(el, { ...binding, oldValue: 'old' });
+
+    expect(observer.unobserve).toHaveBeenCalledWith(el);
+    expect(observer.disconnect).toHaveBeenCalled();
+    expect(ResizeObserver).toHaveBeenCalledTimes(2);
+    expect(observer.observe).toHaveBeenCalledTimes(2);
+  });
+
+  it('should destroy observer on unbind', () => {
+    resize.bind(el, binding);
+
+    resize.unbind(el);
+
+    expect(observer.unobserve).toHaveBeenCalledWith(el);
+    expect(observer.disconnect).toHaveBeenCalled();
+  });
+});
--- a/app/javascript/dashboard/i18n/locale/am/contact.json
+++ b/app/javascript/dashboard/i18n/locale/am/contact.json
@@ -296,6 +296,8 @@
    "BUTTON": "Add custom attribute",
    "NOT_AVAILABLE": "There are no custom attributes available for this contact.",
    "COPY_SUCCESSFUL": "Copied to clipboard successfully",
+    "SHOW_MORE": "Show all attributes",
+    "SHOW_LESS": "Show less attributes",
    "ACTIONS": {
      "COPY": "Copy attribute",
      "DELETE": "Delete attribute",
--- a/app/javascript/dashboard/i18n/locale/am/contactFilters.json
+++ b/app/javascript/dashboard/i18n/locale/am/contactFilters.json
@@ -44,7 +44,8 @@
      "CUSTOM_ATTRIBUTE_CHECKBOX": "Checkbox",
      "CREATED_AT": "Created At",
      "LAST_ACTIVITY": "Last Activity",
-      "REFERER_LINK": "Referrer link"
+      "REFERER_LINK": "Referrer link",
+      "BLOCKED": "Blocked"
    },
    "GROUPS": {
      "STANDARD_FILTERS": "Standard Filters",
--- a/app/javascript/dashboard/i18n/locale/am/conversation.json
+++ b/app/javascript/dashboard/i18n/locale/am/conversation.json
@@ -64,7 +64,14 @@
      "SNOOZED_UNTIL": "Snoozed until",
      "SNOOZED_UNTIL_TOMORROW": "Snoozed until tomorrow",
      "SNOOZED_UNTIL_NEXT_WEEK": "Snoozed until next week",
-      "SNOOZED_UNTIL_NEXT_REPLY": "Snoozed until next reply"
+      "SNOOZED_UNTIL_NEXT_REPLY": "Snoozed until next reply",
+      "SLA_STATUS": {
+        "FRT": "FRT {status}",
+        "NRT": "NRT {status}",
+        "RT": "RT {status}",
+        "MISSED": "missed",
+        "DUE": "due"
+      }
    },
    "RESOLVE_DROPDOWN": {
      "MARK_PENDING": "Mark as pending",
--- a/app/javascript/dashboard/i18n/locale/am/general.json
+++ b/app/javascript/dashboard/i18n/locale/am/general.json
@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}
--- a/app/javascript/dashboard/i18n/locale/am/generalSettings.json
+++ b/app/javascript/dashboard/i18n/locale/am/generalSettings.json
@@ -87,7 +87,10 @@
      "conversation_assignment": "Conversation Assigned",
      "assigned_conversation_new_message": "New Message",
      "participating_conversation_new_message": "New Message",
-      "conversation_mention": "Mention"
+      "conversation_mention": "Mention",
+      "sla_missed_first_response": "SLA Missed",
+      "sla_missed_next_response": "SLA Missed",
+      "sla_missed_resolution": "SLA Missed"
    }
  },
  "NETWORK": {
--- a/app/javascript/dashboard/i18n/locale/am/inbox.json
+++ b/app/javascript/dashboard/i18n/locale/am/inbox.json
@@ -4,24 +4,28 @@
      "TITLE": "Inbox",
      "DISPLAY_DROPDOWN": "Display",
      "LOADING": "Fetching notifications",
-      "EOF": "All notifications loaded 🎉",
      "404": "There are no active notifications in this group.",
      "NO_NOTIFICATIONS": "No notifications",
      "NOTE": "Notifications from all subscribed inboxes",
+      "NO_MESSAGES_AVAILABLE": "Oops! Not able to fetch messages",
      "SNOOZED_UNTIL": "Snoozed until",
      "SNOOZED_UNTIL_TOMORROW": "Snoozed until tomorrow",
      "SNOOZED_UNTIL_NEXT_WEEK": "Snoozed until next week"
    },
    "ACTION_HEADER": {
      "SNOOZE": "Snooze notification",
-      "DELETE": "Delete notification"
+      "DELETE": "Delete notification",
+      "BACK": "Back"
    },
    "TYPES": {
      "CONVERSATION_MENTION": "You have been mentioned in a conversation",
      "CONVERSATION_CREATION": "New conversation created",
      "CONVERSATION_ASSIGNMENT": "A conversation has been assigned to you",
      "ASSIGNED_CONVERSATION_NEW_MESSAGE": "New message in an assigned conversation",
-      "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "New message in a conversation you are participating in"
+      "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "New message in a conversation you are participating in",
+      "SLA_MISSED_FIRST_RESPONSE": "SLA target first response missed for conversation",
+      "SLA_MISSED_NEXT_RESPONSE": "SLA target next response missed for conversation",
+      "SLA_MISSED_RESOLUTION": "SLA target resolution missed for conversation"
    },
    "MENU_ITEM": {
      "MARK_AS_READ": "Mark as read",
--- a/app/javascript/dashboard/i18n/locale/am/report.json
+++ b/app/javascript/dashboard/i18n/locale/am/report.json
@@ -35,6 +35,14 @@
        "NAME": "Resolution Count",
        "DESC": "( Total )"
      },
+      "BOT_RESOLUTION_COUNT": {
+        "NAME": "Resolution Count",
+        "DESC": "( Total )"
+      },
+      "BOT_HANDOFF_COUNT": {
+        "NAME": "Handoff Count",
+        "DESC": "( Total )"
+      },
      "REPLY_TIME": {
        "NAME": "Customer waiting time",
        "TOOLTIP_TEXT": "Waiting time is %{metricValue} (based on %{conversationCount} replies)"
@@ -130,7 +138,11 @@
        "groupBy": "Year"
      }
    ],
-    "BUSINESS_HOURS": "Business Hours"
+    "BUSINESS_HOURS": "Business Hours",
+    "FILTER_ACTIONS": {
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "No results found"
+    }
  },
  "AGENT_REPORTS": {
    "HEADER": "Agents Overview",
@@ -433,6 +445,27 @@
      }
    }
  },
+  "BOT_REPORTS": {
+    "HEADER": "Bot Reports",
+    "METRIC": {
+      "TOTAL_CONVERSATIONS": {
+        "LABEL": "No. of Conversations",
+        "TOOLTIP": "Total number of conversations handled by the bot"
+      },
+      "TOTAL_RESPONSES": {
+        "LABEL": "Total Responses",
+        "TOOLTIP": "Total number of responses sent by the bot"
+      },
+      "RESOLUTION_RATE": {
+        "LABEL": "Resolution Rate",
+        "TOOLTIP": "Total number of conversations resolved by the bot / Total number of conversations handled by the bot * 100"
+      },
+      "HANDOFF_RATE": {
+        "LABEL": "Handoff Rate",
+        "TOOLTIP": "Total number of conversations handed off to agents / Total number of conversations handled by the bot * 100"
+      }
+    }
+  },
  "OVERVIEW_REPORTS": {
    "HEADER": "Overview",
    "LIVE": "Live",
@@ -476,5 +509,54 @@
    "THURSDAY": "Thursday",
    "FRIDAY": "Friday",
    "SATURDAY": "Saturday"
+  },
+  "SLA_REPORTS": {
+    "HEADER": "SLA Reports",
+    "NO_RECORDS": "SLA applied conversations are not available.",
+    "LOADING": "Loading SLA data...",
+    "DOWNLOAD_SLA_REPORTS": "Download SLA reports",
+    "DOWNLOAD_FAILED": "Failed to download SLA Reports",
+    "DROPDOWN": {
+      "ADD_FIlTER": "Add filter",
+      "CLEAR_ALL": "Clear all",
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "No results found",
+      "NO_FILTER": "No filters available",
+      "SEARCH": "Search filter",
+      "INPUT_PLACEHOLDER": {
+        "SLA": "SLA name",
+        "AGENTS": "Agent name",
+        "INBOXES": "Inbox name",
+        "LABELS": "Label name",
+        "TEAMS": "Team name"
+      },
+      "SLA": "SLA Policy",
+      "INBOXES": "Inbox",
+      "AGENTS": "Agent",
+      "LABELS": "Label",
+      "TEAMS": "Team"
+    },
+    "METRICS": {
+      "HIT_RATE": {
+        "LABEL": "Hit Rate",
+        "TOOLTIP": "Percentage of SLAs created were completed successfully"
+      },
+      "NO_OF_MISSES": {
+        "LABEL": "Number of Misses",
+        "TOOLTIP": "Total SLA misses in a certain period"
+      },
+      "NO_OF_CONVERSATIONS": {
+        "LABEL": "Number of Conversations",
+        "TOOLTIP": "Total number of conversations with SLA"
+      }
+    },
+    "TABLE": {
+      "HEADER": {
+        "POLICY": "Policy",
+        "CONVERSATION": "Conversation",
+        "AGENT": "Agent"
+      },
+      "VIEW_DETAILS": "View Details"
+    }
  }
 }
--- a/app/javascript/dashboard/i18n/locale/am/settings.json
+++ b/app/javascript/dashboard/i18n/locale/am/settings.json
@@ -83,7 +83,10 @@
        "CONVERSATION_CREATION": "Send email notifications when a new conversation is created",
        "CONVERSATION_MENTION": "Send email notifications when you are mentioned in a conversation",
        "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Send email notifications when a new message is created in an assigned conversation",
-        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Send email notifications when a new message is created in a participating conversation"
+        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Send email notifications when a new message is created in a participating conversation",
+        "SLA_MISSED_FIRST_RESPONSE": "Send email notifications when a conversation misses first response SLA",
+        "SLA_MISSED_NEXT_RESPONSE": "Send email notifications when a conversation misses next response SLA",
+        "SLA_MISSED_RESOLUTION": "Send email notifications when a conversation misses resolution SLA"
      },
      "API": {
        "UPDATE_SUCCESS": "Your notification preferences are updated successfully",
@@ -98,7 +101,10 @@
        "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Send push notifications when a new message is created in an assigned conversation",
        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Send push notifications when a new message is created in a participating conversation",
        "HAS_ENABLED_PUSH": "You have enabled push for this browser.",
-        "REQUEST_PUSH": "Enable push notifications"
+        "REQUEST_PUSH": "Enable push notifications",
+        "SLA_MISSED_FIRST_RESPONSE": "Send push notifications when a conversation misses first response SLA",
+        "SLA_MISSED_NEXT_RESPONSE": "Send push notifications when a conversation misses next response SLA",
+        "SLA_MISSED_RESOLUTION": "Send push notifications when a conversation misses resolution SLA"
      },
      "PROFILE_IMAGE": {
        "LABEL": "Profile Image"
@@ -199,6 +205,7 @@
  "SIDEBAR": {
    "CURRENTLY_VIEWING_ACCOUNT": "Currently viewing:",
    "SWITCH": "Switch",
+    "INBOX_VIEW": "Inbox View",
    "CONVERSATIONS": "Conversations",
    "INBOX": "Inbox",
    "ALL_CONVERSATIONS": "All Conversations",
@@ -237,6 +244,8 @@
    "CAMPAIGNS": "Campaigns",
    "ONGOING": "Ongoing",
    "ONE_OFF": "One off",
+    "REPORTS_SLA": "SLA",
+    "REPORTS_BOT": "Bot",
    "REPORTS_AGENT": "Agents",
    "REPORTS_LABEL": "Labels",
    "REPORTS_INBOX": "Inbox",
--- a/app/javascript/dashboard/i18n/locale/am/sla.json
+++ b/app/javascript/dashboard/i18n/locale/am/sla.json
@@ -1,22 +1,31 @@
 {
  "SLA": {
    "HEADER": "SLA",
-    "HEADER_BTN_TXT": "Add SLA",
+    "ADD_ACTION": "Add SLA",
+    "ADD_ACTION_LONG": "Create a new SLA Policy",
+    "DESCRIPTION": "Service Level Agreements (SLAs) are contracts that define clear expectations between your team and customers. They establish standards for response and resolution times, creating a framework for accountability and ensures a consistent, high-quality experience.",
+    "LEARN_MORE": "Learn more about SLA",
    "LOADING": "Fetching SLAs",
-    "SEARCH_404": "There are no items matching this query",
-    "SIDEBAR_TXT": "<p><b>SLA</b> <p>Think of Service Level Agreements (SLAs) like friendly promises between a service provider and a customer.</p> <p> These promises set clear expectations for things like how quickly the team will respond to issues, making sure you always get a reliable and top-notch experience!</p>",
    "LIST": {
      "404": "There are no SLAs available in this account.",
-      "TITLE": "Manage SLA",
-      "DESC": "SLAs: Friendly promises for great service!",
-      "TABLE_HEADER": [
-        "Name",
-        "Description",
-        "FRT",
-        "NRT",
-        "RT",
-        "Business Hours"
-      ]
+      "EMPTY": {
+        "TITLE_1": "Enterprise P0",
+        "DESC_1": "Issues raised by enterprise customers, that require immediate attention.",
+        "TITLE_2": "Enterprise P1",
+        "DESC_2": "Issues raised by enterprise customers, that needs to be acknowledged quickly."
+      },
+      "BUSINESS_HOURS_ON": "Business hours on",
+      "BUSINESS_HOURS_OFF": "Business hours off",
+      "RESPONSE_TYPES": {
+        "FRT": "First response time threshold",
+        "NRT": "Next response time threshold",
+        "RT": "Resolution time threshold",
+        "SHORT_HAND": {
+          "FRT": "FRT",
+          "NRT": "NRT",
+          "RT": "RT"
+        }
+      }
    },
    "FORM": {
      "NAME": {
@@ -56,18 +65,32 @@
    },
    "ADD": {
      "TITLE": "Add SLA",
-      "DESC": "SLAs: Friendly promises for great service!",
+      "DESC": "Friendly promises for great service!",
      "API": {
        "SUCCESS_MESSAGE": "SLA added successfully",
        "ERROR_MESSAGE": "There was an error, please try again"
      }
    },
-    "EDIT": {
-      "TITLE": "Edit SLA",
+    "DELETE": {
+      "TITLE": "Delete SLA",
      "API": {
-        "SUCCESS_MESSAGE": "SLA updated successfully",
+        "SUCCESS_MESSAGE": "SLA deleted successfully",
        "ERROR_MESSAGE": "There was an error, please try again"
+      },
+      "CONFIRM": {
+        "TITLE": "Confirm Deletion",
+        "MESSAGE": "Are you sure you want to delete ",
+        "YES": "Yes, Delete ",
+        "NO": "No, Keep "
      }
+    },
+    "EVENTS": {
+      "TITLE": "SLA Misses",
+      "FRT": "First response time",
+      "NRT": "Next response time",
+      "RT": "Resolution time",
+      "SHOW_MORE": "{count} more",
+      "HIDE": "Hide {count} rows"
    }
  }
 }
--- a/app/javascript/dashboard/i18n/locale/ar/contact.json
+++ b/app/javascript/dashboard/i18n/locale/ar/contact.json
@@ -296,6 +296,8 @@
    "BUTTON": "إضافة سمة خاصة",
    "NOT_AVAILABLE": "لا توجد سمات مخصصة متاحة لجهة الاتصال هذه.",
    "COPY_SUCCESSFUL": "تم النسخ إلى الحافظة بنجاح",
+    "SHOW_MORE": "Show all attributes",
+    "SHOW_LESS": "Show less attributes",
    "ACTIONS": {
      "COPY": "نسخ السمة",
      "DELETE": "حذف السمة",
--- a/app/javascript/dashboard/i18n/locale/ar/contactFilters.json
+++ b/app/javascript/dashboard/i18n/locale/ar/contactFilters.json
@@ -44,7 +44,8 @@
      "CUSTOM_ATTRIBUTE_CHECKBOX": "مربع",
      "CREATED_AT": "تم إنشاؤها في",
      "LAST_ACTIVITY": "آخر نشاط",
-      "REFERER_LINK": "رابط المرجع"
+      "REFERER_LINK": "رابط المرجع",
+      "BLOCKED": "Blocked"
    },
    "GROUPS": {
      "STANDARD_FILTERS": "الفلاتر القياسية",
--- a/app/javascript/dashboard/i18n/locale/ar/conversation.json
+++ b/app/javascript/dashboard/i18n/locale/ar/conversation.json
@@ -64,7 +64,14 @@
      "SNOOZED_UNTIL": "Snoozed until",
      "SNOOZED_UNTIL_TOMORROW": "غفوة حتى الغد",
      "SNOOZED_UNTIL_NEXT_WEEK": "غفوة حتى الأسبوع القادم",
-      "SNOOZED_UNTIL_NEXT_REPLY": "غفوة حتى الرد التالي"
+      "SNOOZED_UNTIL_NEXT_REPLY": "غفوة حتى الرد التالي",
+      "SLA_STATUS": {
+        "FRT": "FRT {status}",
+        "NRT": "NRT {status}",
+        "RT": "RT {status}",
+        "MISSED": "missed",
+        "DUE": "due"
+      }
    },
    "RESOLVE_DROPDOWN": {
      "MARK_PENDING": "تحديد كمعلق",
--- a/app/javascript/dashboard/i18n/locale/ar/general.json
+++ b/app/javascript/dashboard/i18n/locale/ar/general.json
@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}
--- a/app/javascript/dashboard/i18n/locale/ar/generalSettings.json
+++ b/app/javascript/dashboard/i18n/locale/ar/generalSettings.json
@@ -87,7 +87,10 @@
      "conversation_assignment": "تم تعيين المحادثة",
      "assigned_conversation_new_message": "رسالة جديدة",
      "participating_conversation_new_message": "رسالة جديدة",
-      "conversation_mention": "إشارة"
+      "conversation_mention": "إشارة",
+      "sla_missed_first_response": "SLA Missed",
+      "sla_missed_next_response": "SLA Missed",
+      "sla_missed_resolution": "SLA Missed"
    }
  },
  "NETWORK": {
--- a/app/javascript/dashboard/i18n/locale/ar/inbox.json
+++ b/app/javascript/dashboard/i18n/locale/ar/inbox.json
@@ -4,24 +4,28 @@
      "TITLE": "صندوق الوارد",
      "DISPLAY_DROPDOWN": "Display",
      "LOADING": "Fetching notifications",
-      "EOF": "تم تحميل كافة الإشعارات 🎉",
      "404": "There are no active notifications in this group.",
      "NO_NOTIFICATIONS": "No notifications",
      "NOTE": "Notifications from all subscribed inboxes",
+      "NO_MESSAGES_AVAILABLE": "Oops! Not able to fetch messages",
      "SNOOZED_UNTIL": "Snoozed until",
      "SNOOZED_UNTIL_TOMORROW": "غفوة حتى الغد",
      "SNOOZED_UNTIL_NEXT_WEEK": "غفوة حتى الأسبوع القادم"
    },
    "ACTION_HEADER": {
      "SNOOZE": "Snooze notification",
-      "DELETE": "Delete notification"
+      "DELETE": "Delete notification",
+      "BACK": "العودة"
    },
    "TYPES": {
      "CONVERSATION_MENTION": "You have been mentioned in a conversation",
      "CONVERSATION_CREATION": "New conversation created",
      "CONVERSATION_ASSIGNMENT": "A conversation has been assigned to you",
      "ASSIGNED_CONVERSATION_NEW_MESSAGE": "New message in an assigned conversation",
-      "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "New message in a conversation you are participating in"
+      "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "New message in a conversation you are participating in",
+      "SLA_MISSED_FIRST_RESPONSE": "SLA target first response missed for conversation",
+      "SLA_MISSED_NEXT_RESPONSE": "SLA target next response missed for conversation",
+      "SLA_MISSED_RESOLUTION": "SLA target resolution missed for conversation"
    },
    "MENU_ITEM": {
      "MARK_AS_READ": "Mark as read",
--- a/app/javascript/dashboard/i18n/locale/ar/report.json
+++ b/app/javascript/dashboard/i18n/locale/ar/report.json
@@ -35,6 +35,14 @@
        "NAME": "عدد مرات الإغلاق",
        "DESC": "(الإجمالي)"
      },
+      "BOT_RESOLUTION_COUNT": {
+        "NAME": "عدد مرات الإغلاق",
+        "DESC": "(الإجمالي)"
+      },
+      "BOT_HANDOFF_COUNT": {
+        "NAME": "Handoff Count",
+        "DESC": "(الإجمالي)"
+      },
      "REPLY_TIME": {
        "NAME": "Customer waiting time",
        "TOOLTIP_TEXT": "Waiting time is %{metricValue} (based on %{conversationCount} replies)"
@@ -130,7 +138,11 @@
        "groupBy": "الشهر"
      }
    ],
-    "BUSINESS_HOURS": "ساعات العمل"
+    "BUSINESS_HOURS": "ساعات العمل",
+    "FILTER_ACTIONS": {
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "لم يتم العثور على النتائج"
+    }
  },
  "AGENT_REPORTS": {
    "HEADER": "نظرة عامة للوكلاء",
@@ -433,6 +445,27 @@
      }
    }
  },
+  "BOT_REPORTS": {
+    "HEADER": "Bot Reports",
+    "METRIC": {
+      "TOTAL_CONVERSATIONS": {
+        "LABEL": "No. of Conversations",
+        "TOOLTIP": "Total number of conversations handled by the bot"
+      },
+      "TOTAL_RESPONSES": {
+        "LABEL": "Total Responses",
+        "TOOLTIP": "Total number of responses sent by the bot"
+      },
+      "RESOLUTION_RATE": {
+        "LABEL": "Resolution Rate",
+        "TOOLTIP": "Total number of conversations resolved by the bot / Total number of conversations handled by the bot * 100"
+      },
+      "HANDOFF_RATE": {
+        "LABEL": "Handoff Rate",
+        "TOOLTIP": "Total number of conversations handed off to agents / Total number of conversations handled by the bot * 100"
+      }
+    }
+  },
  "OVERVIEW_REPORTS": {
    "HEADER": "نظرة عامة",
    "LIVE": "مباشر",
@@ -476,5 +509,54 @@
    "THURSDAY": "Thursday",
    "FRIDAY": "Friday",
    "SATURDAY": "Saturday"
+  },
+  "SLA_REPORTS": {
+    "HEADER": "SLA Reports",
+    "NO_RECORDS": "SLA applied conversations are not available.",
+    "LOADING": "Loading SLA data...",
+    "DOWNLOAD_SLA_REPORTS": "Download SLA reports",
+    "DOWNLOAD_FAILED": "Failed to download SLA Reports",
+    "DROPDOWN": {
+      "ADD_FIlTER": "Add filter",
+      "CLEAR_ALL": "Clear all",
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "لم يتم العثور على النتائج",
+      "NO_FILTER": "No filters available",
+      "SEARCH": "Search filter",
+      "INPUT_PLACEHOLDER": {
+        "SLA": "SLA name",
+        "AGENTS": "اسم الموظف",
+        "INBOXES": "اسم صندوق الوارد",
+        "LABELS": "اسم الوسم",
+        "TEAMS": "اسم الفريق"
+      },
+      "SLA": "SLA Policy",
+      "INBOXES": "صندوق الوارد",
+      "AGENTS": "موظف الدعم",
+      "LABELS": "الوسم",
+      "TEAMS": "الفريق"
+    },
+    "METRICS": {
+      "HIT_RATE": {
+        "LABEL": "Hit Rate",
+        "TOOLTIP": "Percentage of SLAs created were completed successfully"
+      },
+      "NO_OF_MISSES": {
+        "LABEL": "Number of Misses",
+        "TOOLTIP": "Total SLA misses in a certain period"
+      },
+      "NO_OF_CONVERSATIONS": {
+        "LABEL": "Number of Conversations",
+        "TOOLTIP": "Total number of conversations with SLA"
+      }
+    },
+    "TABLE": {
+      "HEADER": {
+        "POLICY": "Policy",
+        "CONVERSATION": "المحادثات",
+        "AGENT": "موظف الدعم"
+      },
+      "VIEW_DETAILS": "View Details"
+    }
  }
 }
--- a/app/javascript/dashboard/i18n/locale/ar/settings.json
+++ b/app/javascript/dashboard/i18n/locale/ar/settings.json
@@ -83,7 +83,10 @@
        "CONVERSATION_CREATION": "إرسال إشعارات للبريد الإلكتروني عند ورود محادثة جديدة",
        "CONVERSATION_MENTION": "إرسال إشعارات بالبريد الإلكتروني عندما يتم ذكرك في محادثة",
        "ASSIGNED_CONVERSATION_NEW_MESSAGE": "إرسال إشعارات البريد الإلكتروني عند إنشاء رسالة جديدة في محادثة موكلة",
-        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "إرسال إشعارات التنية عند إنشاء رسالة جديدة في محادثة موكلة"
+        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "إرسال إشعارات التنية عند إنشاء رسالة جديدة في محادثة موكلة",
+        "SLA_MISSED_FIRST_RESPONSE": "Send email notifications when a conversation misses first response SLA",
+        "SLA_MISSED_NEXT_RESPONSE": "Send email notifications when a conversation misses next response SLA",
+        "SLA_MISSED_RESOLUTION": "Send email notifications when a conversation misses resolution SLA"
      },
      "API": {
        "UPDATE_SUCCESS": "يتم تحديث إعدادات الإشعارات بنجاح",
@@ -98,7 +101,10 @@
        "ASSIGNED_CONVERSATION_NEW_MESSAGE": "إرسال إشعارات التنية عند إنشاء رسالة جديدة في محادثة موكلة",
        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "إرسال إشعارات التنية عند إنشاء رسالة جديدة في محادثة موكلة",
        "HAS_ENABLED_PUSH": "لقد قمت بتمكين الإشعارات لهذا المتصفح.",
-        "REQUEST_PUSH": "تفعيل إشعارات المتصفح"
+        "REQUEST_PUSH": "تفعيل إشعارات المتصفح",
+        "SLA_MISSED_FIRST_RESPONSE": "Send push notifications when a conversation misses first response SLA",
+        "SLA_MISSED_NEXT_RESPONSE": "Send push notifications when a conversation misses next response SLA",
+        "SLA_MISSED_RESOLUTION": "Send push notifications when a conversation misses resolution SLA"
      },
      "PROFILE_IMAGE": {
        "LABEL": "صورة الملف الشخصي"
@@ -199,6 +205,7 @@
  "SIDEBAR": {
    "CURRENTLY_VIEWING_ACCOUNT": "مشاهدة حاليا:",
    "SWITCH": "تبديل",
+    "INBOX_VIEW": "Inbox View",
    "CONVERSATIONS": "المحادثات",
    "INBOX": "صندوق الوارد",
    "ALL_CONVERSATIONS": "كل المحادثات",
@@ -237,6 +244,8 @@
    "CAMPAIGNS": "الحملات",
    "ONGOING": "جارية",
    "ONE_OFF": "إيقاف واحد",
+    "REPORTS_SLA": "SLA",
+    "REPORTS_BOT": "رد آلي",
    "REPORTS_AGENT": "موظف الدعم",
    "REPORTS_LABEL": "الوسوم",
    "REPORTS_INBOX": "صندوق الوارد",
--- a/app/javascript/dashboard/i18n/locale/ar/sla.json
+++ b/app/javascript/dashboard/i18n/locale/ar/sla.json
@@ -1,22 +1,31 @@
 {
  "SLA": {
    "HEADER": "SLA",
-    "HEADER_BTN_TXT": "Add SLA",
+    "ADD_ACTION": "Add SLA",
+    "ADD_ACTION_LONG": "Create a new SLA Policy",
+    "DESCRIPTION": "Service Level Agreements (SLAs) are contracts that define clear expectations between your team and customers. They establish standards for response and resolution times, creating a framework for accountability and ensures a consistent, high-quality experience.",
+    "LEARN_MORE": "Learn more about SLA",
    "LOADING": "Fetching SLAs",
-    "SEARCH_404": "لا توجد عناصر مطابقة لهذا الاستعلام",
-    "SIDEBAR_TXT": "<p><b>SLA</b> <p>Think of Service Level Agreements (SLAs) like friendly promises between a service provider and a customer.</p> <p> These promises set clear expectations for things like how quickly the team will respond to issues, making sure you always get a reliable and top-notch experience!</p>",
    "LIST": {
      "404": "There are no SLAs available in this account.",
-      "TITLE": "Manage SLA",
-      "DESC": "SLAs: Friendly promises for great service!",
-      "TABLE_HEADER": [
-        "الاسم",
-        "الوصف",
-        "FRT",
-        "NRT",
-        "RT",
-        "ساعات العمل"
-      ]
+      "EMPTY": {
+        "TITLE_1": "Enterprise P0",
+        "DESC_1": "Issues raised by enterprise customers, that require immediate attention.",
+        "TITLE_2": "Enterprise P1",
+        "DESC_2": "Issues raised by enterprise customers, that needs to be acknowledged quickly."
+      },
+      "BUSINESS_HOURS_ON": "Business hours on",
+      "BUSINESS_HOURS_OFF": "Business hours off",
+      "RESPONSE_TYPES": {
+        "FRT": "First response time threshold",
+        "NRT": "Next response time threshold",
+        "RT": "Resolution time threshold",
+        "SHORT_HAND": {
+          "FRT": "FRT",
+          "NRT": "NRT",
+          "RT": "RT"
+        }
+      }
    },
    "FORM": {
      "NAME": {
@@ -56,18 +65,32 @@
    },
    "ADD": {
      "TITLE": "Add SLA",
-      "DESC": "SLAs: Friendly promises for great service!",
+      "DESC": "Friendly promises for great service!",
      "API": {
        "SUCCESS_MESSAGE": "SLA added successfully",
        "ERROR_MESSAGE": "حدث خطأ، الرجاء المحاولة مرة أخرى"
      }
    },
-    "EDIT": {
-      "TITLE": "Edit SLA",
+    "DELETE": {
+      "TITLE": "Delete SLA",
      "API": {
-        "SUCCESS_MESSAGE": "SLA updated successfully",
+        "SUCCESS_MESSAGE": "SLA deleted successfully",
        "ERROR_MESSAGE": "حدث خطأ، الرجاء المحاولة مرة أخرى"
+      },
+      "CONFIRM": {
+        "TITLE": "تأكيد الحذف",
+        "MESSAGE": "Are you sure you want to delete ",
+        "YES": "نعم، احذف ",
+        "NO": "لا، احتفظ "
      }
+    },
+    "EVENTS": {
+      "TITLE": "SLA Misses",
+      "FRT": "وقت الاستجابة الأولى",
+      "NRT": "Next response time",
+      "RT": "Resolution time",
+      "SHOW_MORE": "{count} more",
+      "HIDE": "Hide {count} rows"
    }
  }
 }
--- a/app/javascript/dashboard/i18n/locale/ar/teamsSettings.json
+++ b/app/javascript/dashboard/i18n/locale/ar/teamsSettings.json
@@ -83,7 +83,7 @@
      "SELECT_ALL": "تحديد جميع الوكلاء",
      "SELECTED_COUNT": "تم تحديد %{selected} من أصل %{total} وكيل.",
      "BUTTON_TEXT": "إضافة موظفين",
-      "AGENT_VALIDATION_ERROR": "اختيار وكيل واحد على الاقل."
+      "AGENT_VALIDATION_ERROR": "اختيار وكيل واحد على الأقل."
    },
    "FINISH": {
      "TITLE": "أصبح فريقك جاهزة الآن!",
--- a/app/javascript/dashboard/i18n/locale/bg/contact.json
+++ b/app/javascript/dashboard/i18n/locale/bg/contact.json
@@ -296,6 +296,8 @@
    "BUTTON": "Добавяне на персонализиран атрибут",
    "NOT_AVAILABLE": "Няма персонализирани атрибути за този контакт.",
    "COPY_SUCCESSFUL": "Успешно копиране в клипборда",
+    "SHOW_MORE": "Show all attributes",
+    "SHOW_LESS": "Show less attributes",
    "ACTIONS": {
      "COPY": "Копиране на атрибут",
      "DELETE": "Изтриване на атрибут",
--- a/app/javascript/dashboard/i18n/locale/bg/contactFilters.json
+++ b/app/javascript/dashboard/i18n/locale/bg/contactFilters.json
@@ -44,7 +44,8 @@
      "CUSTOM_ATTRIBUTE_CHECKBOX": "Checkbox",
      "CREATED_AT": "Created At",
      "LAST_ACTIVITY": "Последна активност",
-      "REFERER_LINK": "Referrer link"
+      "REFERER_LINK": "Referrer link",
+      "BLOCKED": "Blocked"
    },
    "GROUPS": {
      "STANDARD_FILTERS": "Standard Filters",
--- a/app/javascript/dashboard/i18n/locale/bg/conversation.json
+++ b/app/javascript/dashboard/i18n/locale/bg/conversation.json
@@ -64,7 +64,14 @@
      "SNOOZED_UNTIL": "Snoozed until",
      "SNOOZED_UNTIL_TOMORROW": "Snoozed until tomorrow",
      "SNOOZED_UNTIL_NEXT_WEEK": "Snoozed until next week",
-      "SNOOZED_UNTIL_NEXT_REPLY": "Snoozed until next reply"
+      "SNOOZED_UNTIL_NEXT_REPLY": "Snoozed until next reply",
+      "SLA_STATUS": {
+        "FRT": "FRT {status}",
+        "NRT": "NRT {status}",
+        "RT": "RT {status}",
+        "MISSED": "missed",
+        "DUE": "due"
+      }
    },
    "RESOLVE_DROPDOWN": {
      "MARK_PENDING": "Mark as pending",
--- a/app/javascript/dashboard/i18n/locale/bg/general.json
+++ b/app/javascript/dashboard/i18n/locale/bg/general.json
@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}
--- a/app/javascript/dashboard/i18n/locale/bg/generalSettings.json
+++ b/app/javascript/dashboard/i18n/locale/bg/generalSettings.json
@@ -87,7 +87,10 @@
      "conversation_assignment": "Conversation Assigned",
      "assigned_conversation_new_message": "New Message",
      "participating_conversation_new_message": "New Message",
-      "conversation_mention": "Mention"
+      "conversation_mention": "Mention",
+      "sla_missed_first_response": "SLA Missed",
+      "sla_missed_next_response": "SLA Missed",
+      "sla_missed_resolution": "SLA Missed"
    }
  },
  "NETWORK": {
--- a/app/javascript/dashboard/i18n/locale/bg/inbox.json
+++ b/app/javascript/dashboard/i18n/locale/bg/inbox.json
@@ -4,24 +4,28 @@
      "TITLE": "Входяща кутия",
      "DISPLAY_DROPDOWN": "Display",
      "LOADING": "Fetching notifications",
-      "EOF": "All notifications loaded 🎉",
      "404": "There are no active notifications in this group.",
      "NO_NOTIFICATIONS": "No notifications",
      "NOTE": "Notifications from all subscribed inboxes",
+      "NO_MESSAGES_AVAILABLE": "Oops! Not able to fetch messages",
      "SNOOZED_UNTIL": "Snoozed until",
      "SNOOZED_UNTIL_TOMORROW": "Snoozed until tomorrow",
      "SNOOZED_UNTIL_NEXT_WEEK": "Snoozed until next week"
    },
    "ACTION_HEADER": {
      "SNOOZE": "Snooze notification",
-      "DELETE": "Delete notification"
+      "DELETE": "Delete notification",
+      "BACK": "Back"
    },
    "TYPES": {
      "CONVERSATION_MENTION": "You have been mentioned in a conversation",
      "CONVERSATION_CREATION": "New conversation created",
      "CONVERSATION_ASSIGNMENT": "A conversation has been assigned to you",
      "ASSIGNED_CONVERSATION_NEW_MESSAGE": "New message in an assigned conversation",
-      "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "New message in a conversation you are participating in"
+      "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "New message in a conversation you are participating in",
+      "SLA_MISSED_FIRST_RESPONSE": "SLA target first response missed for conversation",
+      "SLA_MISSED_NEXT_RESPONSE": "SLA target next response missed for conversation",
+      "SLA_MISSED_RESOLUTION": "SLA target resolution missed for conversation"
    },
    "MENU_ITEM": {
      "MARK_AS_READ": "Mark as read",
--- a/app/javascript/dashboard/i18n/locale/bg/report.json
+++ b/app/javascript/dashboard/i18n/locale/bg/report.json
@@ -35,6 +35,14 @@
        "NAME": "Resolution Count",
        "DESC": "( Total )"
      },
+      "BOT_RESOLUTION_COUNT": {
+        "NAME": "Resolution Count",
+        "DESC": "( Total )"
+      },
+      "BOT_HANDOFF_COUNT": {
+        "NAME": "Handoff Count",
+        "DESC": "( Total )"
+      },
      "REPLY_TIME": {
        "NAME": "Customer waiting time",
        "TOOLTIP_TEXT": "Waiting time is %{metricValue} (based on %{conversationCount} replies)"
@@ -130,7 +138,11 @@
        "groupBy": "Month"
      }
    ],
-    "BUSINESS_HOURS": "Business Hours"
+    "BUSINESS_HOURS": "Business Hours",
+    "FILTER_ACTIONS": {
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "Няма намерени резултати"
+    }
  },
  "AGENT_REPORTS": {
    "HEADER": "Agents Overview",
@@ -433,6 +445,27 @@
      }
    }
  },
+  "BOT_REPORTS": {
+    "HEADER": "Bot Reports",
+    "METRIC": {
+      "TOTAL_CONVERSATIONS": {
+        "LABEL": "No. of Conversations",
+        "TOOLTIP": "Total number of conversations handled by the bot"
+      },
+      "TOTAL_RESPONSES": {
+        "LABEL": "Total Responses",
+        "TOOLTIP": "Total number of responses sent by the bot"
+      },
+      "RESOLUTION_RATE": {
+        "LABEL": "Resolution Rate",
+        "TOOLTIP": "Total number of conversations resolved by the bot / Total number of conversations handled by the bot * 100"
+      },
+      "HANDOFF_RATE": {
+        "LABEL": "Handoff Rate",
+        "TOOLTIP": "Total number of conversations handed off to agents / Total number of conversations handled by the bot * 100"
+      }
+    }
+  },
  "OVERVIEW_REPORTS": {
    "HEADER": "Overview",
    "LIVE": "Live",
@@ -476,5 +509,54 @@
    "THURSDAY": "Thursday",
    "FRIDAY": "Friday",
    "SATURDAY": "Saturday"
+  },
+  "SLA_REPORTS": {
+    "HEADER": "SLA Reports",
+    "NO_RECORDS": "SLA applied conversations are not available.",
+    "LOADING": "Loading SLA data...",
+    "DOWNLOAD_SLA_REPORTS": "Download SLA reports",
+    "DOWNLOAD_FAILED": "Failed to download SLA Reports",
+    "DROPDOWN": {
+      "ADD_FIlTER": "Add filter",
+      "CLEAR_ALL": "Clear all",
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "Няма намерени резултати",
+      "NO_FILTER": "No filters available",
+      "SEARCH": "Search filter",
+      "INPUT_PLACEHOLDER": {
+        "SLA": "SLA name",
+        "AGENTS": "Agent name",
+        "INBOXES": "Inbox name",
+        "LABELS": "Label name",
+        "TEAMS": "Team name"
+      },
+      "SLA": "SLA Policy",
+      "INBOXES": "Входяща кутия",
+      "AGENTS": "Агент",
+      "LABELS": "Label",
+      "TEAMS": "Team"
+    },
+    "METRICS": {
+      "HIT_RATE": {
+        "LABEL": "Hit Rate",
+        "TOOLTIP": "Percentage of SLAs created were completed successfully"
+      },
+      "NO_OF_MISSES": {
+        "LABEL": "Number of Misses",
+        "TOOLTIP": "Total SLA misses in a certain period"
+      },
+      "NO_OF_CONVERSATIONS": {
+        "LABEL": "Number of Conversations",
+        "TOOLTIP": "Total number of conversations with SLA"
+      }
+    },
+    "TABLE": {
+      "HEADER": {
+        "POLICY": "Policy",
+        "CONVERSATION": "Разговор",
+        "AGENT": "Агент"
+      },
+      "VIEW_DETAILS": "View Details"
+    }
  }
 }
--- a/app/javascript/dashboard/i18n/locale/bg/settings.json
+++ b/app/javascript/dashboard/i18n/locale/bg/settings.json
@@ -83,7 +83,10 @@
        "CONVERSATION_CREATION": "Send email notifications when a new conversation is created",
        "CONVERSATION_MENTION": "Send email notifications when you are mentioned in a conversation",
        "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Send email notifications when a new message is created in an assigned conversation",
-        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Send email notifications when a new message is created in a participating conversation"
+        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Send email notifications when a new message is created in a participating conversation",
+        "SLA_MISSED_FIRST_RESPONSE": "Send email notifications when a conversation misses first response SLA",
+        "SLA_MISSED_NEXT_RESPONSE": "Send email notifications when a conversation misses next response SLA",
+        "SLA_MISSED_RESOLUTION": "Send email notifications when a conversation misses resolution SLA"
      },
      "API": {
        "UPDATE_SUCCESS": "Your notification preferences are updated successfully",
@@ -98,7 +101,10 @@
        "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Send push notifications when a new message is created in an assigned conversation",
        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Send push notifications when a new message is created in a participating conversation",
        "HAS_ENABLED_PUSH": "You have enabled push for this browser.",
-        "REQUEST_PUSH": "Enable push notifications"
+        "REQUEST_PUSH": "Enable push notifications",
+        "SLA_MISSED_FIRST_RESPONSE": "Send push notifications when a conversation misses first response SLA",
+        "SLA_MISSED_NEXT_RESPONSE": "Send push notifications when a conversation misses next response SLA",
+        "SLA_MISSED_RESOLUTION": "Send push notifications when a conversation misses resolution SLA"
      },
      "PROFILE_IMAGE": {
        "LABEL": "Profile Image"
@@ -199,6 +205,7 @@
  "SIDEBAR": {
    "CURRENTLY_VIEWING_ACCOUNT": "Currently viewing:",
    "SWITCH": "Switch",
+    "INBOX_VIEW": "Inbox View",
    "CONVERSATIONS": "Разговори",
    "INBOX": "Входяща кутия",
    "ALL_CONVERSATIONS": "All Conversations",
@@ -237,6 +244,8 @@
    "CAMPAIGNS": "Campaigns",
    "ONGOING": "Ongoing",
    "ONE_OFF": "One off",
+    "REPORTS_SLA": "SLA",
+    "REPORTS_BOT": "Бот",
    "REPORTS_AGENT": "Агенти",
    "REPORTS_LABEL": "Labels",
    "REPORTS_INBOX": "Входяща кутия",
--- a/app/javascript/dashboard/i18n/locale/bg/sla.json
+++ b/app/javascript/dashboard/i18n/locale/bg/sla.json
@@ -1,22 +1,31 @@
 {
  "SLA": {
    "HEADER": "SLA",
-    "HEADER_BTN_TXT": "Add SLA",
+    "ADD_ACTION": "Add SLA",
+    "ADD_ACTION_LONG": "Create a new SLA Policy",
+    "DESCRIPTION": "Service Level Agreements (SLAs) are contracts that define clear expectations between your team and customers. They establish standards for response and resolution times, creating a framework for accountability and ensures a consistent, high-quality experience.",
+    "LEARN_MORE": "Learn more about SLA",
    "LOADING": "Fetching SLAs",
-    "SEARCH_404": "Няма резултати отговарящи на тази заявка",
-    "SIDEBAR_TXT": "<p><b>SLA</b> <p>Think of Service Level Agreements (SLAs) like friendly promises between a service provider and a customer.</p> <p> These promises set clear expectations for things like how quickly the team will respond to issues, making sure you always get a reliable and top-notch experience!</p>",
    "LIST": {
      "404": "There are no SLAs available in this account.",
-      "TITLE": "Manage SLA",
-      "DESC": "SLAs: Friendly promises for great service!",
-      "TABLE_HEADER": [
-        "Име",
-        "Описание",
-        "FRT",
-        "NRT",
-        "RT",
-        "Business Hours"
-      ]
+      "EMPTY": {
+        "TITLE_1": "Enterprise P0",
+        "DESC_1": "Issues raised by enterprise customers, that require immediate attention.",
+        "TITLE_2": "Enterprise P1",
+        "DESC_2": "Issues raised by enterprise customers, that needs to be acknowledged quickly."
+      },
+      "BUSINESS_HOURS_ON": "Business hours on",
+      "BUSINESS_HOURS_OFF": "Business hours off",
+      "RESPONSE_TYPES": {
+        "FRT": "First response time threshold",
+        "NRT": "Next response time threshold",
+        "RT": "Resolution time threshold",
+        "SHORT_HAND": {
+          "FRT": "FRT",
+          "NRT": "NRT",
+          "RT": "RT"
+        }
+      }
    },
    "FORM": {
      "NAME": {
@@ -56,18 +65,32 @@
    },
    "ADD": {
      "TITLE": "Add SLA",
-      "DESC": "SLAs: Friendly promises for great service!",
+      "DESC": "Friendly promises for great service!",
      "API": {
        "SUCCESS_MESSAGE": "SLA added successfully",
        "ERROR_MESSAGE": "Възникна грешка, моля опитайте отново"
      }
    },
-    "EDIT": {
-      "TITLE": "Edit SLA",
+    "DELETE": {
+      "TITLE": "Delete SLA",
      "API": {
-        "SUCCESS_MESSAGE": "SLA updated successfully",
+        "SUCCESS_MESSAGE": "SLA deleted successfully",
        "ERROR_MESSAGE": "Възникна грешка, моля опитайте отново"
+      },
+      "CONFIRM": {
+        "TITLE": "Потвърди изтриването",
+        "MESSAGE": "Are you sure you want to delete ",
+        "YES": "Да, изтрий ",
+        "NO": "Не, запази "
      }
+    },
+    "EVENTS": {
+      "TITLE": "SLA Misses",
+      "FRT": "First response time",
+      "NRT": "Next response time",
+      "RT": "Resolution time",
+      "SHOW_MORE": "{count} more",
+      "HIDE": "Hide {count} rows"
    }
  }
 }
--- a/app/javascript/dashboard/i18n/locale/ca/contact.json
+++ b/app/javascript/dashboard/i18n/locale/ca/contact.json
@@ -296,6 +296,8 @@
    "BUTTON": "Add custom attribute",
    "NOT_AVAILABLE": "There are no custom attributes available for this contact.",
    "COPY_SUCCESSFUL": "S'ha copiat al porta-retalls amb èxit",
+    "SHOW_MORE": "Show all attributes",
+    "SHOW_LESS": "Show less attributes",
    "ACTIONS": {
      "COPY": "Copy attribute",
      "DELETE": "Delete attribute",
--- a/app/javascript/dashboard/i18n/locale/ca/contactFilters.json
+++ b/app/javascript/dashboard/i18n/locale/ca/contactFilters.json
@@ -44,7 +44,8 @@
      "CUSTOM_ATTRIBUTE_CHECKBOX": "Checkbox",
      "CREATED_AT": "Created At",
      "LAST_ACTIVITY": "Last Activity",
-      "REFERER_LINK": "Referrer link"
+      "REFERER_LINK": "Referrer link",
+      "BLOCKED": "Blocked"
    },
    "GROUPS": {
      "STANDARD_FILTERS": "Standard Filters",
--- a/app/javascript/dashboard/i18n/locale/ca/conversation.json
+++ b/app/javascript/dashboard/i18n/locale/ca/conversation.json
@@ -64,7 +64,14 @@
      "SNOOZED_UNTIL": "Snoozed until",
      "SNOOZED_UNTIL_TOMORROW": "Snoozed until tomorrow",
      "SNOOZED_UNTIL_NEXT_WEEK": "Snoozed until next week",
-      "SNOOZED_UNTIL_NEXT_REPLY": "Snoozed until next reply"
+      "SNOOZED_UNTIL_NEXT_REPLY": "Snoozed until next reply",
+      "SLA_STATUS": {
+        "FRT": "FRT {status}",
+        "NRT": "NRT {status}",
+        "RT": "RT {status}",
+        "MISSED": "missed",
+        "DUE": "due"
+      }
    },
    "RESOLVE_DROPDOWN": {
      "MARK_PENDING": "Mark as pending",
--- a/app/javascript/dashboard/i18n/locale/ca/general.json
+++ b/app/javascript/dashboard/i18n/locale/ca/general.json
@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}
--- a/app/javascript/dashboard/i18n/locale/ca/generalSettings.json
+++ b/app/javascript/dashboard/i18n/locale/ca/generalSettings.json
@@ -87,7 +87,10 @@
      "conversation_assignment": "Conversació Assignada",
      "assigned_conversation_new_message": "Missatge Nou",
      "participating_conversation_new_message": "Missatge Nou",
-      "conversation_mention": "Menció"
+      "conversation_mention": "Menció",
+      "sla_missed_first_response": "SLA Missed",
+      "sla_missed_next_response": "SLA Missed",
+      "sla_missed_resolution": "SLA Missed"
    }
  },
  "NETWORK": {
--- a/app/javascript/dashboard/i18n/locale/ca/inbox.json
+++ b/app/javascript/dashboard/i18n/locale/ca/inbox.json
@@ -4,24 +4,28 @@
      "TITLE": "Inbox",
      "DISPLAY_DROPDOWN": "Display",
      "LOADING": "Fetching notifications",
-      "EOF": "S'han carregat totes les notificacions 🎉",
      "404": "There are no active notifications in this group.",
      "NO_NOTIFICATIONS": "No notifications",
      "NOTE": "Notifications from all subscribed inboxes",
+      "NO_MESSAGES_AVAILABLE": "Oops! Not able to fetch messages",
      "SNOOZED_UNTIL": "Snoozed until",
      "SNOOZED_UNTIL_TOMORROW": "Snoozed until tomorrow",
      "SNOOZED_UNTIL_NEXT_WEEK": "Snoozed until next week"
    },
    "ACTION_HEADER": {
      "SNOOZE": "Snooze notification",
-      "DELETE": "Delete notification"
+      "DELETE": "Delete notification",
+      "BACK": "Enrere"
    },
    "TYPES": {
      "CONVERSATION_MENTION": "You have been mentioned in a conversation",
      "CONVERSATION_CREATION": "New conversation created",
      "CONVERSATION_ASSIGNMENT": "A conversation has been assigned to you",
      "ASSIGNED_CONVERSATION_NEW_MESSAGE": "New message in an assigned conversation",
-      "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "New message in a conversation you are participating in"
+      "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "New message in a conversation you are participating in",
+      "SLA_MISSED_FIRST_RESPONSE": "SLA target first response missed for conversation",
+      "SLA_MISSED_NEXT_RESPONSE": "SLA target next response missed for conversation",
+      "SLA_MISSED_RESOLUTION": "SLA target resolution missed for conversation"
    },
    "MENU_ITEM": {
      "MARK_AS_READ": "Mark as read",
--- a/app/javascript/dashboard/i18n/locale/ca/report.json
+++ b/app/javascript/dashboard/i18n/locale/ca/report.json
@@ -35,6 +35,14 @@
        "NAME": "Total de resolucions",
        "DESC": "( Total )"
      },
+      "BOT_RESOLUTION_COUNT": {
+        "NAME": "Total de resolucions",
+        "DESC": "( Total )"
+      },
+      "BOT_HANDOFF_COUNT": {
+        "NAME": "Handoff Count",
+        "DESC": "( Total )"
+      },
      "REPLY_TIME": {
        "NAME": "Customer waiting time",
        "TOOLTIP_TEXT": "Waiting time is %{metricValue} (based on %{conversationCount} replies)"
@@ -130,7 +138,11 @@
        "groupBy": "Month"
      }
    ],
-    "BUSINESS_HOURS": "Business Hours"
+    "BUSINESS_HOURS": "Business Hours",
+    "FILTER_ACTIONS": {
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "No s'ha trobat agents"
+    }
  },
  "AGENT_REPORTS": {
    "HEADER": "Agents Overview",
@@ -433,6 +445,27 @@
      }
    }
  },
+  "BOT_REPORTS": {
+    "HEADER": "Bot Reports",
+    "METRIC": {
+      "TOTAL_CONVERSATIONS": {
+        "LABEL": "No. of Conversations",
+        "TOOLTIP": "Total number of conversations handled by the bot"
+      },
+      "TOTAL_RESPONSES": {
+        "LABEL": "Total Responses",
+        "TOOLTIP": "Total number of responses sent by the bot"
+      },
+      "RESOLUTION_RATE": {
+        "LABEL": "Resolution Rate",
+        "TOOLTIP": "Total number of conversations resolved by the bot / Total number of conversations handled by the bot * 100"
+      },
+      "HANDOFF_RATE": {
+        "LABEL": "Handoff Rate",
+        "TOOLTIP": "Total number of conversations handed off to agents / Total number of conversations handled by the bot * 100"
+      }
+    }
+  },
  "OVERVIEW_REPORTS": {
    "HEADER": "Overview",
    "LIVE": "Live",
@@ -476,5 +509,54 @@
    "THURSDAY": "Thursday",
    "FRIDAY": "Friday",
    "SATURDAY": "Saturday"
+  },
+  "SLA_REPORTS": {
+    "HEADER": "SLA Reports",
+    "NO_RECORDS": "SLA applied conversations are not available.",
+    "LOADING": "Loading SLA data...",
+    "DOWNLOAD_SLA_REPORTS": "Download SLA reports",
+    "DOWNLOAD_FAILED": "Failed to download SLA Reports",
+    "DROPDOWN": {
+      "ADD_FIlTER": "Add filter",
+      "CLEAR_ALL": "Clear all",
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "No s'ha trobat agents",
+      "NO_FILTER": "No filters available",
+      "SEARCH": "Search filter",
+      "INPUT_PLACEHOLDER": {
+        "SLA": "SLA name",
+        "AGENTS": "Agent name",
+        "INBOXES": "Inbox name",
+        "LABELS": "Nom de l'etiqueta",
+        "TEAMS": "Team name"
+      },
+      "SLA": "SLA Policy",
+      "INBOXES": "Inbox",
+      "AGENTS": "Agent",
+      "LABELS": "Label",
+      "TEAMS": "Team"
+    },
+    "METRICS": {
+      "HIT_RATE": {
+        "LABEL": "Hit Rate",
+        "TOOLTIP": "Percentage of SLAs created were completed successfully"
+      },
+      "NO_OF_MISSES": {
+        "LABEL": "Number of Misses",
+        "TOOLTIP": "Total SLA misses in a certain period"
+      },
+      "NO_OF_CONVERSATIONS": {
+        "LABEL": "Number of Conversations",
+        "TOOLTIP": "Total number of conversations with SLA"
+      }
+    },
+    "TABLE": {
+      "HEADER": {
+        "POLICY": "Policy",
+        "CONVERSATION": "Conversation",
+        "AGENT": "Agent"
+      },
+      "VIEW_DETAILS": "View Details"
+    }
  }
 }
--- a/app/javascript/dashboard/i18n/locale/ca/settings.json
+++ b/app/javascript/dashboard/i18n/locale/ca/settings.json
@@ -83,7 +83,10 @@
        "CONVERSATION_CREATION": "Envieu notificacions per correu electrònic quan es crea una nova conversa",
        "CONVERSATION_MENTION": "Enviar notificacions per mail quan siguis esmentat en una conversació",
        "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Envia notificacions per correu electrònic quan es creï un missatge nou en una conversa assignada",
-        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Send email notifications when a new message is created in a participating conversation"
+        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Send email notifications when a new message is created in a participating conversation",
+        "SLA_MISSED_FIRST_RESPONSE": "Send email notifications when a conversation misses first response SLA",
+        "SLA_MISSED_NEXT_RESPONSE": "Send email notifications when a conversation misses next response SLA",
+        "SLA_MISSED_RESOLUTION": "Send email notifications when a conversation misses resolution SLA"
      },
      "API": {
        "UPDATE_SUCCESS": "Les teves preferències de notificació s’han actualitzat correctament",
@@ -98,7 +101,10 @@
        "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Envia notificacions automàtiques quan es creï un missatge nou en una conversa assignada",
        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Send push notifications when a new message is created in a participating conversation",
        "HAS_ENABLED_PUSH": "Heu activat les notificacions per a aquest navegador.",
-        "REQUEST_PUSH": "Activa les notificacions"
+        "REQUEST_PUSH": "Activa les notificacions",
+        "SLA_MISSED_FIRST_RESPONSE": "Send push notifications when a conversation misses first response SLA",
+        "SLA_MISSED_NEXT_RESPONSE": "Send push notifications when a conversation misses next response SLA",
+        "SLA_MISSED_RESOLUTION": "Send push notifications when a conversation misses resolution SLA"
      },
      "PROFILE_IMAGE": {
        "LABEL": "Imatge del Perfil"
@@ -199,6 +205,7 @@
  "SIDEBAR": {
    "CURRENTLY_VIEWING_ACCOUNT": "Currently viewing:",
    "SWITCH": "Switch",
+    "INBOX_VIEW": "Inbox View",
    "CONVERSATIONS": "Converses",
    "INBOX": "Inbox",
    "ALL_CONVERSATIONS": "All Conversations",
@@ -237,6 +244,8 @@
    "CAMPAIGNS": "Campaigns",
    "ONGOING": "Ongoing",
    "ONE_OFF": "One off",
+    "REPORTS_SLA": "SLA",
+    "REPORTS_BOT": "Bot",
    "REPORTS_AGENT": "Agents",
    "REPORTS_LABEL": "Etiquetes",
    "REPORTS_INBOX": "Inbox",
--- a/app/javascript/dashboard/i18n/locale/ca/sla.json
+++ b/app/javascript/dashboard/i18n/locale/ca/sla.json
@@ -1,22 +1,31 @@
 {
  "SLA": {
    "HEADER": "SLA",
-    "HEADER_BTN_TXT": "Add SLA",
+    "ADD_ACTION": "Add SLA",
+    "ADD_ACTION_LONG": "Create a new SLA Policy",
+    "DESCRIPTION": "Service Level Agreements (SLAs) are contracts that define clear expectations between your team and customers. They establish standards for response and resolution times, creating a framework for accountability and ensures a consistent, high-quality experience.",
+    "LEARN_MORE": "Learn more about SLA",
    "LOADING": "Fetching SLAs",
-    "SEARCH_404": "No hi ha articles que coincideixin amb aquesta consulta",
-    "SIDEBAR_TXT": "<p><b>SLA</b> <p>Think of Service Level Agreements (SLAs) like friendly promises between a service provider and a customer.</p> <p> These promises set clear expectations for things like how quickly the team will respond to issues, making sure you always get a reliable and top-notch experience!</p>",
    "LIST": {
      "404": "There are no SLAs available in this account.",
-      "TITLE": "Manage SLA",
-      "DESC": "SLAs: Friendly promises for great service!",
-      "TABLE_HEADER": [
-        "Nom",
-        "Descripció",
-        "FRT",
-        "NRT",
-        "RT",
-        "Business Hours"
-      ]
+      "EMPTY": {
+        "TITLE_1": "Enterprise P0",
+        "DESC_1": "Issues raised by enterprise customers, that require immediate attention.",
+        "TITLE_2": "Enterprise P1",
+        "DESC_2": "Issues raised by enterprise customers, that needs to be acknowledged quickly."
+      },
+      "BUSINESS_HOURS_ON": "Business hours on",
+      "BUSINESS_HOURS_OFF": "Business hours off",
+      "RESPONSE_TYPES": {
+        "FRT": "First response time threshold",
+        "NRT": "Next response time threshold",
+        "RT": "Resolution time threshold",
+        "SHORT_HAND": {
+          "FRT": "FRT",
+          "NRT": "NRT",
+          "RT": "RT"
+        }
+      }
    },
    "FORM": {
      "NAME": {
@@ -56,18 +65,32 @@
    },
    "ADD": {
      "TITLE": "Add SLA",
-      "DESC": "SLAs: Friendly promises for great service!",
+      "DESC": "Friendly promises for great service!",
      "API": {
        "SUCCESS_MESSAGE": "SLA added successfully",
        "ERROR_MESSAGE": "S'ha produït un error; tornau-ho a provar"
      }
    },
-    "EDIT": {
-      "TITLE": "Edit SLA",
+    "DELETE": {
+      "TITLE": "Delete SLA",
      "API": {
-        "SUCCESS_MESSAGE": "SLA updated successfully",
+        "SUCCESS_MESSAGE": "SLA deleted successfully",
        "ERROR_MESSAGE": "S'ha produït un error; tornau-ho a provar"
+      },
+      "CONFIRM": {
+        "TITLE": "Confirma l'esborrat",
+        "MESSAGE": "Are you sure you want to delete ",
+        "YES": "Si, esborra ",
+        "NO": "No, segueix "
      }
+    },
+    "EVENTS": {
+      "TITLE": "SLA Misses",
+      "FRT": "Primer temps de resposta",
+      "NRT": "Next response time",
+      "RT": "Resolution time",
+      "SHOW_MORE": "{count} more",
+      "HIDE": "Hide {count} rows"
    }
  }
 }
--- a/app/javascript/dashboard/i18n/locale/cs/contact.json
+++ b/app/javascript/dashboard/i18n/locale/cs/contact.json
@@ -296,6 +296,8 @@
    "BUTTON": "Add custom attribute",
    "NOT_AVAILABLE": "There are no custom attributes available for this contact.",
    "COPY_SUCCESSFUL": "Úspěšně zkopírováno do schránky",
+    "SHOW_MORE": "Show all attributes",
+    "SHOW_LESS": "Show less attributes",
    "ACTIONS": {
      "COPY": "Copy attribute",
      "DELETE": "Delete attribute",
--- a/app/javascript/dashboard/i18n/locale/cs/contactFilters.json
+++ b/app/javascript/dashboard/i18n/locale/cs/contactFilters.json
@@ -44,7 +44,8 @@
      "CUSTOM_ATTRIBUTE_CHECKBOX": "Zaškrtávací pole",
      "CREATED_AT": "Vytvořeno",
      "LAST_ACTIVITY": "Poslední aktivita",
-      "REFERER_LINK": "Odkazující odkaz"
+      "REFERER_LINK": "Odkazující odkaz",
+      "BLOCKED": "Blocked"
    },
    "GROUPS": {
      "STANDARD_FILTERS": "Standardní filtry",
--- a/app/javascript/dashboard/i18n/locale/cs/conversation.json
+++ b/app/javascript/dashboard/i18n/locale/cs/conversation.json
@@ -64,7 +64,14 @@
      "SNOOZED_UNTIL": "Snoozed until",
      "SNOOZED_UNTIL_TOMORROW": "Odloženo do zítřka",
      "SNOOZED_UNTIL_NEXT_WEEK": "Odloženo do příštího týdne",
-      "SNOOZED_UNTIL_NEXT_REPLY": "Odloženo do další odpovědi"
+      "SNOOZED_UNTIL_NEXT_REPLY": "Odloženo do další odpovědi",
+      "SLA_STATUS": {
+        "FRT": "FRT {status}",
+        "NRT": "NRT {status}",
+        "RT": "RT {status}",
+        "MISSED": "missed",
+        "DUE": "due"
+      }
    },
    "RESOLVE_DROPDOWN": {
      "MARK_PENDING": "Označit jako nevyřízené",
--- a/app/javascript/dashboard/i18n/locale/cs/general.json
+++ b/app/javascript/dashboard/i18n/locale/cs/general.json
@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}
--- a/app/javascript/dashboard/i18n/locale/cs/generalSettings.json
+++ b/app/javascript/dashboard/i18n/locale/cs/generalSettings.json
@@ -87,7 +87,10 @@
      "conversation_assignment": "Přiřazená konverzace",
      "assigned_conversation_new_message": "Nová zpráva",
      "participating_conversation_new_message": "Nová zpráva",
-      "conversation_mention": "Zmínka"
+      "conversation_mention": "Zmínka",
+      "sla_missed_first_response": "SLA Missed",
+      "sla_missed_next_response": "SLA Missed",
+      "sla_missed_resolution": "SLA Missed"
    }
  },
  "NETWORK": {
--- a/app/javascript/dashboard/i18n/locale/cs/inbox.json
+++ b/app/javascript/dashboard/i18n/locale/cs/inbox.json
@@ -4,24 +4,28 @@
      "TITLE": "Inbox",
      "DISPLAY_DROPDOWN": "Display",
      "LOADING": "Fetching notifications",
-      "EOF": "All notifications loaded 🎉",
      "404": "There are no active notifications in this group.",
      "NO_NOTIFICATIONS": "No notifications",
      "NOTE": "Notifications from all subscribed inboxes",
+      "NO_MESSAGES_AVAILABLE": "Oops! Not able to fetch messages",
      "SNOOZED_UNTIL": "Snoozed until",
      "SNOOZED_UNTIL_TOMORROW": "Odloženo do zítřka",
      "SNOOZED_UNTIL_NEXT_WEEK": "Odloženo do příštího týdne"
    },
    "ACTION_HEADER": {
      "SNOOZE": "Snooze notification",
-      "DELETE": "Delete notification"
+      "DELETE": "Delete notification",
+      "BACK": "Zpět"
    },
    "TYPES": {
      "CONVERSATION_MENTION": "You have been mentioned in a conversation",
      "CONVERSATION_CREATION": "New conversation created",
      "CONVERSATION_ASSIGNMENT": "A conversation has been assigned to you",
      "ASSIGNED_CONVERSATION_NEW_MESSAGE": "New message in an assigned conversation",
-      "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "New message in a conversation you are participating in"
+      "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "New message in a conversation you are participating in",
+      "SLA_MISSED_FIRST_RESPONSE": "SLA target first response missed for conversation",
+      "SLA_MISSED_NEXT_RESPONSE": "SLA target next response missed for conversation",
+      "SLA_MISSED_RESOLUTION": "SLA target resolution missed for conversation"
    },
    "MENU_ITEM": {
      "MARK_AS_READ": "Mark as read",
--- a/app/javascript/dashboard/i18n/locale/cs/report.json
+++ b/app/javascript/dashboard/i18n/locale/cs/report.json
@@ -35,6 +35,14 @@
        "NAME": "Počet rozlišení",
        "DESC": "( celkem)"
      },
+      "BOT_RESOLUTION_COUNT": {
+        "NAME": "Počet rozlišení",
+        "DESC": "( celkem)"
+      },
+      "BOT_HANDOFF_COUNT": {
+        "NAME": "Handoff Count",
+        "DESC": "( celkem)"
+      },
      "REPLY_TIME": {
        "NAME": "Customer waiting time",
        "TOOLTIP_TEXT": "Waiting time is %{metricValue} (based on %{conversationCount} replies)"
@@ -130,7 +138,11 @@
        "groupBy": "Měsíc"
      }
    ],
-    "BUSINESS_HOURS": "Pracovní doba"
+    "BUSINESS_HOURS": "Pracovní doba",
+    "FILTER_ACTIONS": {
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "Žádné výsledky"
+    }
  },
  "AGENT_REPORTS": {
    "HEADER": "Agents Overview",
@@ -433,6 +445,27 @@
      }
    }
  },
+  "BOT_REPORTS": {
+    "HEADER": "Bot Reports",
+    "METRIC": {
+      "TOTAL_CONVERSATIONS": {
+        "LABEL": "No. of Conversations",
+        "TOOLTIP": "Total number of conversations handled by the bot"
+      },
+      "TOTAL_RESPONSES": {
+        "LABEL": "Total Responses",
+        "TOOLTIP": "Total number of responses sent by the bot"
+      },
+      "RESOLUTION_RATE": {
+        "LABEL": "Resolution Rate",
+        "TOOLTIP": "Total number of conversations resolved by the bot / Total number of conversations handled by the bot * 100"
+      },
+      "HANDOFF_RATE": {
+        "LABEL": "Handoff Rate",
+        "TOOLTIP": "Total number of conversations handed off to agents / Total number of conversations handled by the bot * 100"
+      }
+    }
+  },
  "OVERVIEW_REPORTS": {
    "HEADER": "Overview",
    "LIVE": "Live",
@@ -476,5 +509,54 @@
    "THURSDAY": "Thursday",
    "FRIDAY": "Friday",
    "SATURDAY": "Saturday"
+  },
+  "SLA_REPORTS": {
+    "HEADER": "SLA Reports",
+    "NO_RECORDS": "SLA applied conversations are not available.",
+    "LOADING": "Loading SLA data...",
+    "DOWNLOAD_SLA_REPORTS": "Download SLA reports",
+    "DOWNLOAD_FAILED": "Failed to download SLA Reports",
+    "DROPDOWN": {
+      "ADD_FIlTER": "Add filter",
+      "CLEAR_ALL": "Clear all",
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "Žádné výsledky",
+      "NO_FILTER": "No filters available",
+      "SEARCH": "Search filter",
+      "INPUT_PLACEHOLDER": {
+        "SLA": "SLA name",
+        "AGENTS": "Jméno agenta",
+        "INBOXES": "Inbox name",
+        "LABELS": "Label name",
+        "TEAMS": "Team name"
+      },
+      "SLA": "SLA Policy",
+      "INBOXES": "Inbox",
+      "AGENTS": "Agent",
+      "LABELS": "Label",
+      "TEAMS": "Team"
+    },
+    "METRICS": {
+      "HIT_RATE": {
+        "LABEL": "Hit Rate",
+        "TOOLTIP": "Percentage of SLAs created were completed successfully"
+      },
+      "NO_OF_MISSES": {
+        "LABEL": "Number of Misses",
+        "TOOLTIP": "Total SLA misses in a certain period"
+      },
+      "NO_OF_CONVERSATIONS": {
+        "LABEL": "Number of Conversations",
+        "TOOLTIP": "Total number of conversations with SLA"
+      }
+    },
+    "TABLE": {
+      "HEADER": {
+        "POLICY": "Policy",
+        "CONVERSATION": "Conversation",
+        "AGENT": "Agent"
+      },
+      "VIEW_DETAILS": "View Details"
+    }
  }
 }
--- a/app/javascript/dashboard/i18n/locale/cs/settings.json
+++ b/app/javascript/dashboard/i18n/locale/cs/settings.json
@@ -83,7 +83,10 @@
        "CONVERSATION_CREATION": "Odeslat oznámení e-mailem při vytváření nové konverzace",
        "CONVERSATION_MENTION": "Odeslat oznámení e-mailem, pokud jste zmíněni v konverzaci",
        "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Odeslat oznámení e-mailem, když je nová zpráva vytvořena v přiřazené konverzaci",
-        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Send email notifications when a new message is created in a participating conversation"
+        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Send email notifications when a new message is created in a participating conversation",
+        "SLA_MISSED_FIRST_RESPONSE": "Send email notifications when a conversation misses first response SLA",
+        "SLA_MISSED_NEXT_RESPONSE": "Send email notifications when a conversation misses next response SLA",
+        "SLA_MISSED_RESOLUTION": "Send email notifications when a conversation misses resolution SLA"
      },
      "API": {
        "UPDATE_SUCCESS": "Vaše předvolby oznámení byly úspěšně aktualizovány",
@@ -98,7 +101,10 @@
        "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Odeslat push oznámení, když je nová zpráva vytvořena v přiřazené konverzaci",
        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Send push notifications when a new message is created in a participating conversation",
        "HAS_ENABLED_PUSH": "Povolili jste push pro tento prohlížeč.",
-        "REQUEST_PUSH": "Povolit push oznámení"
+        "REQUEST_PUSH": "Povolit push oznámení",
+        "SLA_MISSED_FIRST_RESPONSE": "Send push notifications when a conversation misses first response SLA",
+        "SLA_MISSED_NEXT_RESPONSE": "Send push notifications when a conversation misses next response SLA",
+        "SLA_MISSED_RESOLUTION": "Send push notifications when a conversation misses resolution SLA"
      },
      "PROFILE_IMAGE": {
        "LABEL": "Profil obrázek"
@@ -199,6 +205,7 @@
  "SIDEBAR": {
    "CURRENTLY_VIEWING_ACCOUNT": "Currently viewing:",
    "SWITCH": "Switch",
+    "INBOX_VIEW": "Inbox View",
    "CONVERSATIONS": "Konverzace",
    "INBOX": "Inbox",
    "ALL_CONVERSATIONS": "All Conversations",
@@ -237,6 +244,8 @@
    "CAMPAIGNS": "Kampaně",
    "ONGOING": "Ongoing",
    "ONE_OFF": "One off",
+    "REPORTS_SLA": "SLA",
+    "REPORTS_BOT": "Bot",
    "REPORTS_AGENT": "Agenti",
    "REPORTS_LABEL": "Štítky",
    "REPORTS_INBOX": "Inbox",
--- a/Show More
+++ b/Show More