diff --git a/.github/CODEOWNERS b/.github/CODEOWNERS
index 1015fe997..499e5c120 100644
--- 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
diff --git a/Gemfile b/Gemfile
index 59bfc5d7f..0dac6e95f 100644
--- a/Gemfile
+++ b/Gemfile
@@ -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
diff --git a/Gemfile.lock b/Gemfile.lock
index 41cb0f20b..55021a04b 100644
--- 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
diff --git a/Makefile b/Makefile
index 16eb80718..7f2680a2d 100644
--- a/Makefile
+++ b/Makefile
@@ -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
diff --git a/app/builders/agent_builder.rb b/app/builders/agent_builder.rb
index 07b0e7345..54f478920 100644
--- 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?
diff --git a/app/builders/messages/facebook/message_builder.rb b/app/builders/messages/facebook/message_builder.rb
index fec298bce..2c55922f6 100644
--- 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
diff --git a/app/builders/messages/instagram/message_builder.rb b/app/builders/messages/instagram/message_builder.rb
index e9debb767..7f1b9cab2 100644
--- 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
diff --git a/app/controllers/api/v1/accounts/agents_controller.rb b/app/controllers/api/v1/accounts/agents_controller.rb
index eff9975f7..4eff10127 100644
--- 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
diff --git a/app/controllers/api/v1/accounts/channels/twilio_channels_controller.rb b/app/controllers/api/v1/accounts/channels/twilio_channels_controller.rb
index d2d51baef..ebf8e49dd 100644
--- 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])
diff --git a/app/controllers/api/v1/accounts/contacts_controller.rb b/app/controllers/api/v1/accounts/contacts_controller.rb
index 71e9100e7..729db34b5 100644
--- 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
diff --git a/app/controllers/api/v1/accounts/conversations_controller.rb b/app/controllers/api/v1/accounts/conversations_controller.rb
index d0d8f6d5b..2aedf1928 100644
--- 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
diff --git a/app/controllers/api/v1/widget/conversations_controller.rb b/app/controllers/api/v1/widget/conversations_controller.rb
index 1d1ba8a7e..7e6d84bd2 100644
--- 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
diff --git a/app/controllers/application_controller.rb b/app/controllers/application_controller.rb
index d2960a699..2f389049d 100644
--- 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')
diff --git a/app/controllers/concerns/domain_helper.rb b/app/controllers/concerns/domain_helper.rb
new file mode 100644
index 000000000..1b7d8f187
--- /dev/null
+++ 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
diff --git a/app/controllers/concerns/switch_locale.rb b/app/controllers/concerns/switch_locale.rb
index 744a70da9..3013ff3cc 100644
--- 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
diff --git a/app/controllers/dashboard_controller.rb b/app/controllers/dashboard_controller.rb
index 0aea9df83..047fd10c3 100644
--- 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',
diff --git a/app/controllers/devise_overrides/sessions_controller.rb b/app/controllers/devise_overrides/sessions_controller.rb
index e623e52f7..fc7b12767 100644
--- 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!
diff --git a/app/controllers/public/api/v1/portals/articles_controller.rb b/app/controllers/public/api/v1/portals/articles_controller.rb
index 4e967cfbb..46ecf19a7 100644
--- 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')
diff --git a/app/controllers/public/api/v1/portals/base_controller.rb b/app/controllers/public/api/v1/portals/base_controller.rb
index 4d3cc56b8..f6c10f7c4 100644
--- 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, &)
diff --git a/app/controllers/public_controller.rb b/app/controllers/public_controller.rb
index 0c3f52ff6..3b83a2210 100644
--- 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?
diff --git a/app/finders/conversation_finder.rb b/app/finders/conversation_finder.rb
index f3c85be7a..44592c201 100644
--- 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')
diff --git a/app/helpers/application_helper.rb b/app/helpers/application_helper.rb
index b52b2300e..76d0bacc8 100644
--- 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
diff --git a/app/helpers/filter_helper.rb b/app/helpers/filter_helper.rb
new file mode 100644
index 000000000..bce2de5ea
--- /dev/null
+++ 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
diff --git a/app/javascript/dashboard/api/slaReports.js b/app/javascript/dashboard/api/slaReports.js
new file mode 100644
index 000000000..fedc988b2
--- /dev/null
+++ 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();
diff --git a/app/javascript/dashboard/api/specs/slaReports.spec.js b/app/javascript/dashboard/api/specs/slaReports.spec.js
new file mode 100644
index 000000000..f540b6acc
--- /dev/null
+++ 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'],
+          },
+        }
+      );
+    });
+  });
+});
diff --git a/app/javascript/dashboard/assets/scss/_date-picker.scss b/app/javascript/dashboard/assets/scss/_date-picker.scss
index 2132d5fd5..60c24b421 100644
--- 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;
diff --git a/app/javascript/dashboard/assets/scss/_layout.scss b/app/javascript/dashboard/assets/scss/_layout.scss
index ea40c1f3a..b9c8a9bf1 100644
--- 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;
diff --git a/app/javascript/dashboard/assets/scss/plugins/_multiselect.scss b/app/javascript/dashboard/assets/scss/plugins/_multiselect.scss
index 9170715e0..99b006045 100644
--- 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 {
diff --git a/app/javascript/dashboard/assets/scss/widgets/_base.scss b/app/javascript/dashboard/assets/scss/widgets/_base.scss
index e64231dfc..1ebcef53c 100644
--- 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] {
diff --git a/app/javascript/dashboard/assets/scss/widgets/_buttons.scss b/app/javascript/dashboard/assets/scss/widgets/_buttons.scss
index 54fc27e25..587b810ca 100644
--- 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 {
diff --git a/app/javascript/dashboard/components/ChatList.vue b/app/javascript/dashboard/components/ChatList.vue
index a75f0c12b..26c057f98 100644
--- 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;
 
diff --git a/app/javascript/dashboard/components/CustomAttribute.vue b/app/javascript/dashboard/components/CustomAttribute.vue
index f89579773..b50ad54cb 100644
--- 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;
diff --git a/app/javascript/dashboard/components/Modal.vue b/app/javascript/dashboard/components/Modal.vue
index 3a1059692..16be2ba35 100644
--- 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} ${this.size}`;
-    },
     modalClassName() {
       const modalClassNameMap = {
         centered: '',
diff --git a/app/javascript/dashboard/components/ModalHeader.vue b/app/javascript/dashboard/components/ModalHeader.vue
index 1e38abc30..332ca069f 100644
--- a/app/javascript/dashboard/components/ModalHeader.vue
+++ b/app/javascript/dashboard/components/ModalHeader.vue
@@ -1,21 +1,21 @@
 <template>
-  <div class="flex flex-col items-start pt-8 px-8 pb-0">
+  <div class="flex flex-col items-start px-8 pt-8 pb-0">
     <img v-if="headerImage" :src="headerImage" alt="No image" />
     <h2
       ref="modalHeaderTitle"
-      class="text-slate-800 text-lg font-semibold dark:text-slate-50"
+      class="text-base font-semibold leading-6 text-slate-800 dark:text-slate-50"
     >
       {{ headerTitle }}
     </h2>
     <p
       v-if="headerContent"
       ref="modalHeaderContent"
-      class="w-full break-words text-slate-600 mt-2 text-sm dark:text-slate-300"
+      class="w-full mt-2 text-sm leading-5 break-words text-slate-600 dark:text-slate-300"
     >
       {{ headerContent }}
       <span
         v-if="headerContentValue"
-        class="font-semibold text-sm text-slate-600 dark:text-slate-300"
+        class="text-sm font-semibold text-slate-600 dark:text-slate-300"
       >
         {{ headerContentValue }}
       </span>
diff --git a/app/javascript/dashboard/components/layout/config/sidebarItems/reports.js b/app/javascript/dashboard/components/layout/config/sidebarItems/reports.js
index 551256c74..e7e4997fd 100644
--- a/app/javascript/dashboard/components/layout/config/sidebarItems/reports.js
+++ b/app/javascript/dashboard/components/layout/config/sidebarItems/reports.js
@@ -12,6 +12,7 @@ const reports = accountId => ({
     'label_reports',
     'inbox_reports',
     'team_reports',
+    'sla_reports',
   ],
   menuItems: [
     {
@@ -71,6 +72,14 @@ const reports = accountId => ({
       toState: frontendURL(`accounts/${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',
+    },
   ],
 });
 
diff --git a/app/javascript/dashboard/components/layout/config/sidebarItems/settings.js b/app/javascript/dashboard/components/layout/config/sidebarItems/settings.js
index 3ea6d39bf..f450bd7a7 100644
--- 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,
+    },
   ],
 });
 
diff --git a/app/javascript/dashboard/components/layout/sidebarComponents/SecondaryNavItem.vue b/app/javascript/dashboard/components/layout/sidebarComponents/SecondaryNavItem.vue
index 05f6ebfe1..a7009523a 100644
--- 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 (
diff --git a/app/javascript/dashboard/components/ui/Label.vue b/app/javascript/dashboard/components/ui/Label.vue
index 6e15ddce2..e2d1322ef 100644
--- 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;
diff --git a/app/javascript/dashboard/components/widgets/TableFooter.vue b/app/javascript/dashboard/components/widgets/TableFooter.vue
index e064fa02d..b3a671771 100644
--- 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>
diff --git a/app/javascript/dashboard/components/widgets/TableFooterPagination.vue b/app/javascript/dashboard/components/widgets/TableFooterPagination.vue
new file mode 100644
index 000000000..38ebdc69c
--- /dev/null
+++ 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>
diff --git a/app/javascript/dashboard/components/widgets/TableFooterResults.vue b/app/javascript/dashboard/components/widgets/TableFooterResults.vue
new file mode 100644
index 000000000..305933059
--- /dev/null
+++ 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>
diff --git a/app/javascript/dashboard/components/widgets/TableHeaderCell.vue b/app/javascript/dashboard/components/widgets/TableHeaderCell.vue
new file mode 100644
index 000000000..8e2cd6326
--- /dev/null
+++ 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>
diff --git a/app/javascript/dashboard/components/widgets/conversation/ConversationCard.vue b/app/javascript/dashboard/components/widgets/conversation/ConversationCard.vue
index c17baac35..712efdee0 100644
--- 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) {
diff --git a/app/javascript/dashboard/components/widgets/conversation/ConversationHeader.vue b/app/javascript/dashboard/components/widgets/conversation/ConversationHeader.vue
index b1f8c0640..165c34eff 100644
--- 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: {
diff --git a/app/javascript/dashboard/components/widgets/conversation/components/SLACardLabel.vue b/app/javascript/dashboard/components/widgets/conversation/components/SLACardLabel.vue
new file mode 100644
index 000000000..bdffc7e78
--- /dev/null
+++ 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>
diff --git a/app/javascript/dashboard/components/widgets/conversation/components/SLAEventItem.vue b/app/javascript/dashboard/components/widgets/conversation/components/SLAEventItem.vue
new file mode 100644
index 000000000..3affa52c8
--- /dev/null
+++ 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>
diff --git a/app/javascript/dashboard/components/widgets/conversation/components/SLAPopoverCard.vue b/app/javascript/dashboard/components/widgets/conversation/components/SLAPopoverCard.vue
new file mode 100644
index 000000000..479e2794f
--- /dev/null
+++ 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>
diff --git a/app/javascript/dashboard/components/widgets/conversation/conversationCardComponents/CardLabels.vue b/app/javascript/dashboard/components/widgets/conversation/conversationCardComponents/CardLabels.vue
index a2e72caed..079d1c7bf 100644
--- 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;
   }
diff --git a/app/javascript/dashboard/components/widgets/conversation/helpers/SLAHelper.js b/app/javascript/dashboard/components/widgets/conversation/helpers/SLAHelper.js
new file mode 100644
index 000000000..ebfc21130
--- /dev/null
+++ 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 };
+};
diff --git a/app/javascript/dashboard/components/widgets/conversation/helpers/specs/SLAHelper.spec.js b/app/javascript/dashboard/components/widgets/conversation/helpers/specs/SLAHelper.spec.js
new file mode 100644
index 000000000..c4e0e5c88
--- /dev/null
+++ 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,
+      });
+    });
+  });
+});
diff --git a/app/javascript/dashboard/constants/globals.js b/app/javascript/dashboard/constants/globals.js
index b8014ce6c..fe28c9d88 100644
--- 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/';
diff --git a/app/javascript/dashboard/featureFlags.js b/app/javascript/dashboard/featureFlags.js
index f2fd3e757..a0453b7d3 100644
--- 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',
 };
diff --git a/app/javascript/dashboard/helper/directives/resize.js b/app/javascript/dashboard/helper/directives/resize.js
new file mode 100644
index 000000000..35e5315b0
--- /dev/null
+++ 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);
+  },
+};
diff --git a/app/javascript/dashboard/helper/featureHelper.js b/app/javascript/dashboard/helper/featureHelper.js
new file mode 100644
index 000000000..edbbf4472
--- /dev/null
+++ b/app/javascript/dashboard/helper/featureHelper.js
@@ -0,0 +1,4 @@
+export function getHelpUrlForFeature(featureName) {
+  const { helpUrls } = window.chatwootConfig;
+  return helpUrls[featureName];
+}
diff --git a/app/javascript/dashboard/helper/specs/directives/resize.spec.js b/app/javascript/dashboard/helper/specs/directives/resize.spec.js
new file mode 100644
index 000000000..fa099f40a
--- /dev/null
+++ 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();
+  });
+});
diff --git a/app/javascript/dashboard/i18n/locale/am/contact.json b/app/javascript/dashboard/i18n/locale/am/contact.json
index 791279899..24483ca1a 100644
--- 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",
diff --git a/app/javascript/dashboard/i18n/locale/am/contactFilters.json b/app/javascript/dashboard/i18n/locale/am/contactFilters.json
index 09a543984..02d5dcf89 100644
--- 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",
diff --git a/app/javascript/dashboard/i18n/locale/am/conversation.json b/app/javascript/dashboard/i18n/locale/am/conversation.json
index 227c802d6..d6ea8f83d 100644
--- 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",
diff --git a/app/javascript/dashboard/i18n/locale/am/general.json b/app/javascript/dashboard/i18n/locale/am/general.json
new file mode 100644
index 000000000..25bb4dfb7
--- /dev/null
+++ b/app/javascript/dashboard/i18n/locale/am/general.json
@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}
diff --git a/app/javascript/dashboard/i18n/locale/am/generalSettings.json b/app/javascript/dashboard/i18n/locale/am/generalSettings.json
index 185d328a5..a252d776f 100644
--- 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": {
diff --git a/app/javascript/dashboard/i18n/locale/am/inbox.json b/app/javascript/dashboard/i18n/locale/am/inbox.json
index dcac5459f..137aac54b 100644
--- 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",
diff --git a/app/javascript/dashboard/i18n/locale/am/report.json b/app/javascript/dashboard/i18n/locale/am/report.json
index e3a0f31d2..172e5501d 100644
--- 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"
+    }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/am/settings.json b/app/javascript/dashboard/i18n/locale/am/settings.json
index a953dbca0..bfc1a79df 100644
--- 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",
diff --git a/app/javascript/dashboard/i18n/locale/am/sla.json b/app/javascript/dashboard/i18n/locale/am/sla.json
index 806746b75..ce6e3d17e 100644
--- 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"
     }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/ar/contact.json b/app/javascript/dashboard/i18n/locale/ar/contact.json
index 00681a963..fc264238c 100644
--- 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",
diff --git a/app/javascript/dashboard/i18n/locale/ar/contactFilters.json b/app/javascript/dashboard/i18n/locale/ar/contactFilters.json
index b571ccd08..085e87057 100644
--- 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",
diff --git a/app/javascript/dashboard/i18n/locale/ar/conversation.json b/app/javascript/dashboard/i18n/locale/ar/conversation.json
index 9349191a9..f217b39a1 100644
--- 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",
diff --git a/app/javascript/dashboard/i18n/locale/ar/general.json b/app/javascript/dashboard/i18n/locale/ar/general.json
new file mode 100644
index 000000000..25bb4dfb7
--- /dev/null
+++ b/app/javascript/dashboard/i18n/locale/ar/general.json
@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}
diff --git a/app/javascript/dashboard/i18n/locale/ar/generalSettings.json b/app/javascript/dashboard/i18n/locale/ar/generalSettings.json
index fd96a3ca4..1669d99f5 100644
--- 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": {
diff --git a/app/javascript/dashboard/i18n/locale/ar/inbox.json b/app/javascript/dashboard/i18n/locale/ar/inbox.json
index debc566a2..c4d2b817a 100644
--- 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",
diff --git a/app/javascript/dashboard/i18n/locale/ar/report.json b/app/javascript/dashboard/i18n/locale/ar/report.json
index 00ce6cf2e..f7259abe8 100644
--- 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"
+    }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/ar/settings.json b/app/javascript/dashboard/i18n/locale/ar/settings.json
index 5359cb388..880bc67af 100644
--- 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",
diff --git a/app/javascript/dashboard/i18n/locale/ar/sla.json b/app/javascript/dashboard/i18n/locale/ar/sla.json
index 2480f91f2..66335e645 100644
--- 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"
     }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/ar/teamsSettings.json b/app/javascript/dashboard/i18n/locale/ar/teamsSettings.json
index 6b716f25b..78e828869 100644
--- 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!",
diff --git a/app/javascript/dashboard/i18n/locale/bg/contact.json b/app/javascript/dashboard/i18n/locale/bg/contact.json
index 236a68ea1..c341c8432 100644
--- 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",
diff --git a/app/javascript/dashboard/i18n/locale/bg/contactFilters.json b/app/javascript/dashboard/i18n/locale/bg/contactFilters.json
index 53be93430..38b085394 100644
--- 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",
diff --git a/app/javascript/dashboard/i18n/locale/bg/conversation.json b/app/javascript/dashboard/i18n/locale/bg/conversation.json
index ec6bd779a..0e8f25233 100644
--- 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",
diff --git a/app/javascript/dashboard/i18n/locale/bg/general.json b/app/javascript/dashboard/i18n/locale/bg/general.json
new file mode 100644
index 000000000..25bb4dfb7
--- /dev/null
+++ b/app/javascript/dashboard/i18n/locale/bg/general.json
@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}
diff --git a/app/javascript/dashboard/i18n/locale/bg/generalSettings.json b/app/javascript/dashboard/i18n/locale/bg/generalSettings.json
index c9de6f519..dfb875f84 100644
--- 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": {
diff --git a/app/javascript/dashboard/i18n/locale/bg/inbox.json b/app/javascript/dashboard/i18n/locale/bg/inbox.json
index adae4bc9c..4783f47f7 100644
--- 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",
diff --git a/app/javascript/dashboard/i18n/locale/bg/report.json b/app/javascript/dashboard/i18n/locale/bg/report.json
index 9b59a5bab..76815db4b 100644
--- 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"
+    }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/bg/settings.json b/app/javascript/dashboard/i18n/locale/bg/settings.json
index 3c34700b4..26fd85321 100644
--- 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",
diff --git a/app/javascript/dashboard/i18n/locale/bg/sla.json b/app/javascript/dashboard/i18n/locale/bg/sla.json
index 6bf76deec..ed8827e60 100644
--- 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"
     }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/ca/contact.json b/app/javascript/dashboard/i18n/locale/ca/contact.json
index 73b6a92b2..c55917c9e 100644
--- 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",
diff --git a/app/javascript/dashboard/i18n/locale/ca/contactFilters.json b/app/javascript/dashboard/i18n/locale/ca/contactFilters.json
index edb654eca..75c3c44c9 100644
--- 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",
diff --git a/app/javascript/dashboard/i18n/locale/ca/conversation.json b/app/javascript/dashboard/i18n/locale/ca/conversation.json
index 58f77304c..c09e5fe30 100644
--- 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",
diff --git a/app/javascript/dashboard/i18n/locale/ca/general.json b/app/javascript/dashboard/i18n/locale/ca/general.json
new file mode 100644
index 000000000..25bb4dfb7
--- /dev/null
+++ b/app/javascript/dashboard/i18n/locale/ca/general.json
@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}
diff --git a/app/javascript/dashboard/i18n/locale/ca/generalSettings.json b/app/javascript/dashboard/i18n/locale/ca/generalSettings.json
index 1e45c4ed8..77b60aa94 100644
--- 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": {
diff --git a/app/javascript/dashboard/i18n/locale/ca/inbox.json b/app/javascript/dashboard/i18n/locale/ca/inbox.json
index 37aa55c95..d7311ebdd 100644
--- 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",
diff --git a/app/javascript/dashboard/i18n/locale/ca/report.json b/app/javascript/dashboard/i18n/locale/ca/report.json
index 307a38d72..73dbc655e 100644
--- 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"
+    }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/ca/settings.json b/app/javascript/dashboard/i18n/locale/ca/settings.json
index 5d54e7af3..52294d433 100644
--- 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",
diff --git a/app/javascript/dashboard/i18n/locale/ca/sla.json b/app/javascript/dashboard/i18n/locale/ca/sla.json
index 69cdca30b..bdb2c60ac 100644
--- 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"
     }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/cs/contact.json b/app/javascript/dashboard/i18n/locale/cs/contact.json
index 893161434..d44b2753a 100644
--- 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",
diff --git a/app/javascript/dashboard/i18n/locale/cs/contactFilters.json b/app/javascript/dashboard/i18n/locale/cs/contactFilters.json
index ea9a3253a..69fb23f31 100644
--- 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",
diff --git a/app/javascript/dashboard/i18n/locale/cs/conversation.json b/app/javascript/dashboard/i18n/locale/cs/conversation.json
index 39c33ec8b..9732f9344 100644
--- 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",
diff --git a/app/javascript/dashboard/i18n/locale/cs/general.json b/app/javascript/dashboard/i18n/locale/cs/general.json
new file mode 100644
index 000000000..25bb4dfb7
--- /dev/null
+++ b/app/javascript/dashboard/i18n/locale/cs/general.json
@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}
diff --git a/app/javascript/dashboard/i18n/locale/cs/generalSettings.json b/app/javascript/dashboard/i18n/locale/cs/generalSettings.json
index 3ceeb280d..a5614818c 100644
--- 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": {
diff --git a/app/javascript/dashboard/i18n/locale/cs/inbox.json b/app/javascript/dashboard/i18n/locale/cs/inbox.json
index 028f74569..57bb3ebc0 100644
--- 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",
diff --git a/app/javascript/dashboard/i18n/locale/cs/report.json b/app/javascript/dashboard/i18n/locale/cs/report.json
index a97071ef7..3bdaedc1d 100644
--- 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"
+    }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/cs/settings.json b/app/javascript/dashboard/i18n/locale/cs/settings.json
index f76442ea6..6aa089b24 100644
--- 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",
diff --git a/app/javascript/dashboard/i18n/locale/cs/sla.json b/app/javascript/dashboard/i18n/locale/cs/sla.json
index e9bff62ba..3cb0c4894 100644
--- a/app/javascript/dashboard/i18n/locale/cs/sla.json
+++ b/app/javascript/dashboard/i18n/locale/cs/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": "Neexistují žádné položky odpovídající tomuto dotazu",
-    "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": [
-        "Název",
-        "Description",
-        "FRT",
-        "NRT",
-        "RT",
-        "Pracovní doba"
-      ]
+      "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": "Došlo k chybě, zkuste to prosím znovu"
       }
     },
-    "EDIT": {
-      "TITLE": "Edit SLA",
+    "DELETE": {
+      "TITLE": "Delete SLA",
       "API": {
-        "SUCCESS_MESSAGE": "SLA updated successfully",
+        "SUCCESS_MESSAGE": "SLA deleted successfully",
         "ERROR_MESSAGE": "Došlo k chybě, zkuste to prosím znovu"
+      },
+      "CONFIRM": {
+        "TITLE": "Potvrdit odstranění",
+        "MESSAGE": "Are you sure you want to delete ",
+        "YES": "Ano, odstranit ",
+        "NO": "Ne, zachovat "
       }
+    },
+    "EVENTS": {
+      "TITLE": "SLA Misses",
+      "FRT": "Čas první odpovědi",
+      "NRT": "Next response time",
+      "RT": "Resolution time",
+      "SHOW_MORE": "{count} more",
+      "HIDE": "Hide {count} rows"
     }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/da/contact.json b/app/javascript/dashboard/i18n/locale/da/contact.json
index 53abd01a0..07a1a48a0 100644
--- a/app/javascript/dashboard/i18n/locale/da/contact.json
+++ b/app/javascript/dashboard/i18n/locale/da/contact.json
@@ -296,6 +296,8 @@
     "BUTTON": "Tilføj brugerdefineret attribut",
     "NOT_AVAILABLE": "Der er ingen brugerdefinerede attributter tilgængelige for denne kontakt.",
     "COPY_SUCCESSFUL": "Kopiering til udklipsholder lykkedes",
+    "SHOW_MORE": "Show all attributes",
+    "SHOW_LESS": "Show less attributes",
     "ACTIONS": {
       "COPY": "Kopier attribut",
       "DELETE": "Slet egenskab",
diff --git a/app/javascript/dashboard/i18n/locale/da/contactFilters.json b/app/javascript/dashboard/i18n/locale/da/contactFilters.json
index f053ec360..a14156194 100644
--- a/app/javascript/dashboard/i18n/locale/da/contactFilters.json
+++ b/app/javascript/dashboard/i18n/locale/da/contactFilters.json
@@ -44,7 +44,8 @@
       "CUSTOM_ATTRIBUTE_CHECKBOX": "Afkrydsningsfelt",
       "CREATED_AT": "Oprettet Den",
       "LAST_ACTIVITY": "Sidste Aktivitet",
-      "REFERER_LINK": "Link til reference"
+      "REFERER_LINK": "Link til reference",
+      "BLOCKED": "Blocked"
     },
     "GROUPS": {
       "STANDARD_FILTERS": "Standard Filtre",
diff --git a/app/javascript/dashboard/i18n/locale/da/conversation.json b/app/javascript/dashboard/i18n/locale/da/conversation.json
index d7e162d0c..183e5b6d0 100644
--- a/app/javascript/dashboard/i18n/locale/da/conversation.json
+++ b/app/javascript/dashboard/i18n/locale/da/conversation.json
@@ -64,7 +64,14 @@
       "SNOOZED_UNTIL": "Snoozed until",
       "SNOOZED_UNTIL_TOMORROW": "Udsat til i morgen",
       "SNOOZED_UNTIL_NEXT_WEEK": "Udsat indtil næste uge",
-      "SNOOZED_UNTIL_NEXT_REPLY": "Udsat indtil næste svar"
+      "SNOOZED_UNTIL_NEXT_REPLY": "Udsat indtil næste svar",
+      "SLA_STATUS": {
+        "FRT": "FRT {status}",
+        "NRT": "NRT {status}",
+        "RT": "RT {status}",
+        "MISSED": "missed",
+        "DUE": "due"
+      }
     },
     "RESOLVE_DROPDOWN": {
       "MARK_PENDING": "Markér som afventende",
diff --git a/app/javascript/dashboard/i18n/locale/da/general.json b/app/javascript/dashboard/i18n/locale/da/general.json
new file mode 100644
index 000000000..25bb4dfb7
--- /dev/null
+++ b/app/javascript/dashboard/i18n/locale/da/general.json
@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}
diff --git a/app/javascript/dashboard/i18n/locale/da/generalSettings.json b/app/javascript/dashboard/i18n/locale/da/generalSettings.json
index 3ccfbaf25..f11a95841 100644
--- a/app/javascript/dashboard/i18n/locale/da/generalSettings.json
+++ b/app/javascript/dashboard/i18n/locale/da/generalSettings.json
@@ -87,7 +87,10 @@
       "conversation_assignment": "Samtale Tildelt",
       "assigned_conversation_new_message": "Ny Besked",
       "participating_conversation_new_message": "Ny Besked",
-      "conversation_mention": "Omtale"
+      "conversation_mention": "Omtale",
+      "sla_missed_first_response": "SLA Missed",
+      "sla_missed_next_response": "SLA Missed",
+      "sla_missed_resolution": "SLA Missed"
     }
   },
   "NETWORK": {
diff --git a/app/javascript/dashboard/i18n/locale/da/inbox.json b/app/javascript/dashboard/i18n/locale/da/inbox.json
index 571deefe8..857cc500d 100644
--- a/app/javascript/dashboard/i18n/locale/da/inbox.json
+++ b/app/javascript/dashboard/i18n/locale/da/inbox.json
@@ -4,24 +4,28 @@
       "TITLE": "Indbakke",
       "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": "Udsat til i morgen",
       "SNOOZED_UNTIL_NEXT_WEEK": "Udsat indtil næste uge"
     },
     "ACTION_HEADER": {
       "SNOOZE": "Snooze notification",
-      "DELETE": "Delete notification"
+      "DELETE": "Delete notification",
+      "BACK": "Tilbage"
     },
     "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",
diff --git a/app/javascript/dashboard/i18n/locale/da/report.json b/app/javascript/dashboard/i18n/locale/da/report.json
index 7addae06e..4d8e4710c 100644
--- a/app/javascript/dashboard/i18n/locale/da/report.json
+++ b/app/javascript/dashboard/i18n/locale/da/report.json
@@ -35,6 +35,14 @@
         "NAME": "Antal Afsluttede",
         "DESC": "( Total )"
       },
+      "BOT_RESOLUTION_COUNT": {
+        "NAME": "Antal Afsluttede",
+        "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": "Måned"
       }
     ],
-    "BUSINESS_HOURS": "Forretningstider"
+    "BUSINESS_HOURS": "Forretningstider",
+    "FILTER_ACTIONS": {
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "Ingen resultater fundet"
+    }
   },
   "AGENT_REPORTS": {
     "HEADER": "Agenter Oversigt",
@@ -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": "Oversigt",
     "LIVE": "Levende",
@@ -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": "Ingen resultater fundet",
+      "NO_FILTER": "No filters available",
+      "SEARCH": "Search filter",
+      "INPUT_PLACEHOLDER": {
+        "SLA": "SLA name",
+        "AGENTS": "Agentens navn",
+        "INBOXES": "Indbakkens navn",
+        "LABELS": "Etiket Navn",
+        "TEAMS": "Team navn"
+      },
+      "SLA": "SLA Policy",
+      "INBOXES": "Indbakke",
+      "AGENTS": "Agent",
+      "LABELS": "Etiketter",
+      "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": "Samtale",
+        "AGENT": "Agent"
+      },
+      "VIEW_DETAILS": "View Details"
+    }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/da/settings.json b/app/javascript/dashboard/i18n/locale/da/settings.json
index 6444a2ed9..f812b0e30 100644
--- a/app/javascript/dashboard/i18n/locale/da/settings.json
+++ b/app/javascript/dashboard/i18n/locale/da/settings.json
@@ -83,7 +83,10 @@
         "CONVERSATION_CREATION": "Send e-mail notifikationer når en ny samtale er oprettet",
         "CONVERSATION_MENTION": "Send e-mail notifikationer, når du er nævnt i en samtale",
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Send e-mail notifikationer når en ny besked er oprettet i en tildelt samtale",
-        "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": "Dine notifikationsindstillinger er opdateret",
@@ -98,7 +101,10 @@
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Send push-notifikationer, når en ny besked oprettes i en tildelt samtale",
         "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Send push notifications when a new message is created in a participating conversation",
         "HAS_ENABLED_PUSH": "Du har aktiveret push for denne browser.",
-        "REQUEST_PUSH": "Aktivér push-notifikationer"
+        "REQUEST_PUSH": "Aktivér push-notifikationer",
+        "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": "Profilbillede"
@@ -199,6 +205,7 @@
   "SIDEBAR": {
     "CURRENTLY_VIEWING_ACCOUNT": "Vises nu:",
     "SWITCH": "Skift",
+    "INBOX_VIEW": "Inbox View",
     "CONVERSATIONS": "Samtaler",
     "INBOX": "Indbakke",
     "ALL_CONVERSATIONS": "Alle Samtaler",
@@ -237,6 +244,8 @@
     "CAMPAIGNS": "Kampagner",
     "ONGOING": "Igangværende",
     "ONE_OFF": "En rabat",
+    "REPORTS_SLA": "SLA",
+    "REPORTS_BOT": "Bot",
     "REPORTS_AGENT": "Agenter",
     "REPORTS_LABEL": "Etiketter",
     "REPORTS_INBOX": "Indbakke",
diff --git a/app/javascript/dashboard/i18n/locale/da/sla.json b/app/javascript/dashboard/i18n/locale/da/sla.json
index 049bcc54a..a9870d42c 100644
--- a/app/javascript/dashboard/i18n/locale/da/sla.json
+++ b/app/javascript/dashboard/i18n/locale/da/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": "Der er ingen elementer, der matcher denne forespørgsel",
-    "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": [
-        "Navn",
-        "Beskrivelse",
-        "FRT",
-        "NRT",
-        "RT",
-        "Forretningstider"
-      ]
+      "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": "Der opstod en fejl. Prøv venligst igen"
       }
     },
-    "EDIT": {
-      "TITLE": "Edit SLA",
+    "DELETE": {
+      "TITLE": "Delete SLA",
       "API": {
-        "SUCCESS_MESSAGE": "SLA updated successfully",
+        "SUCCESS_MESSAGE": "SLA deleted successfully",
         "ERROR_MESSAGE": "Der opstod en fejl. Prøv venligst igen"
+      },
+      "CONFIRM": {
+        "TITLE": "Bekræft Sletning",
+        "MESSAGE": "Are you sure you want to delete ",
+        "YES": "Ja, Slet ",
+        "NO": "Nej, Behold "
       }
+    },
+    "EVENTS": {
+      "TITLE": "SLA Misses",
+      "FRT": "Første svartid",
+      "NRT": "Next response time",
+      "RT": "Resolution time",
+      "SHOW_MORE": "{count} more",
+      "HIDE": "Hide {count} rows"
     }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/de/contact.json b/app/javascript/dashboard/i18n/locale/de/contact.json
index 33dd5889b..b477ef533 100644
--- a/app/javascript/dashboard/i18n/locale/de/contact.json
+++ b/app/javascript/dashboard/i18n/locale/de/contact.json
@@ -296,6 +296,8 @@
     "BUTTON": "Eigenes Attribut hinzufügen",
     "NOT_AVAILABLE": "Für diesen Kontakt sind keine benutzerdefinierten Attribute verfügbar.",
     "COPY_SUCCESSFUL": "Erfolgreich in die Zwischenablage kopiert",
+    "SHOW_MORE": "Show all attributes",
+    "SHOW_LESS": "Show less attributes",
     "ACTIONS": {
       "COPY": "Attribut kopieren",
       "DELETE": "Attribut löschen",
diff --git a/app/javascript/dashboard/i18n/locale/de/contactFilters.json b/app/javascript/dashboard/i18n/locale/de/contactFilters.json
index 07fe84233..9a33b0a30 100644
--- a/app/javascript/dashboard/i18n/locale/de/contactFilters.json
+++ b/app/javascript/dashboard/i18n/locale/de/contactFilters.json
@@ -44,7 +44,8 @@
       "CUSTOM_ATTRIBUTE_CHECKBOX": "Checkbox",
       "CREATED_AT": "Erstellt am",
       "LAST_ACTIVITY": "Letzte Aktivität",
-      "REFERER_LINK": "Verweis-Link"
+      "REFERER_LINK": "Verweis-Link",
+      "BLOCKED": "Blocked"
     },
     "GROUPS": {
       "STANDARD_FILTERS": "Standardfilter",
diff --git a/app/javascript/dashboard/i18n/locale/de/conversation.json b/app/javascript/dashboard/i18n/locale/de/conversation.json
index b3aa92ee7..347ef59ab 100644
--- a/app/javascript/dashboard/i18n/locale/de/conversation.json
+++ b/app/javascript/dashboard/i18n/locale/de/conversation.json
@@ -64,7 +64,14 @@
       "SNOOZED_UNTIL": "Stummschalten bis",
       "SNOOZED_UNTIL_TOMORROW": "Schlummern bis morgen",
       "SNOOZED_UNTIL_NEXT_WEEK": "Schlummern bis nächste Woche",
-      "SNOOZED_UNTIL_NEXT_REPLY": "Schlummern bis zur nächsten Antwort"
+      "SNOOZED_UNTIL_NEXT_REPLY": "Schlummern bis zur nächsten Antwort",
+      "SLA_STATUS": {
+        "FRT": "FRT {status}",
+        "NRT": "NRT {status}",
+        "RT": "RT {status}",
+        "MISSED": "missed",
+        "DUE": "due"
+      }
     },
     "RESOLVE_DROPDOWN": {
       "MARK_PENDING": "Als ausstehend markieren",
diff --git a/app/javascript/dashboard/i18n/locale/de/general.json b/app/javascript/dashboard/i18n/locale/de/general.json
new file mode 100644
index 000000000..25bb4dfb7
--- /dev/null
+++ b/app/javascript/dashboard/i18n/locale/de/general.json
@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}
diff --git a/app/javascript/dashboard/i18n/locale/de/generalSettings.json b/app/javascript/dashboard/i18n/locale/de/generalSettings.json
index e0e0e035c..7f1cd1467 100644
--- a/app/javascript/dashboard/i18n/locale/de/generalSettings.json
+++ b/app/javascript/dashboard/i18n/locale/de/generalSettings.json
@@ -87,7 +87,10 @@
       "conversation_assignment": "Konversation zugewiesen",
       "assigned_conversation_new_message": "Neue Nachricht",
       "participating_conversation_new_message": "Neue Nachricht",
-      "conversation_mention": "Erwähnung"
+      "conversation_mention": "Erwähnung",
+      "sla_missed_first_response": "SLA Missed",
+      "sla_missed_next_response": "SLA Missed",
+      "sla_missed_resolution": "SLA Missed"
     }
   },
   "NETWORK": {
diff --git a/app/javascript/dashboard/i18n/locale/de/inbox.json b/app/javascript/dashboard/i18n/locale/de/inbox.json
index 4895b8008..c25dd7916 100644
--- a/app/javascript/dashboard/i18n/locale/de/inbox.json
+++ b/app/javascript/dashboard/i18n/locale/de/inbox.json
@@ -4,24 +4,28 @@
       "TITLE": "Posteingang",
       "DISPLAY_DROPDOWN": "Display",
       "LOADING": "Fetching notifications",
-      "EOF": "Alle Benachrichtigungen geladen 🎉",
       "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": "Stummschalten bis",
       "SNOOZED_UNTIL_TOMORROW": "Schlummern bis morgen",
       "SNOOZED_UNTIL_NEXT_WEEK": "Schlummern bis nächste Woche"
     },
     "ACTION_HEADER": {
       "SNOOZE": "Snooze notification",
-      "DELETE": "Delete notification"
+      "DELETE": "Delete notification",
+      "BACK": "Zurück"
     },
     "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",
diff --git a/app/javascript/dashboard/i18n/locale/de/report.json b/app/javascript/dashboard/i18n/locale/de/report.json
index 043381824..ae09da88e 100644
--- a/app/javascript/dashboard/i18n/locale/de/report.json
+++ b/app/javascript/dashboard/i18n/locale/de/report.json
@@ -35,6 +35,14 @@
         "NAME": "Auflösungsanzahl",
         "DESC": "( Gesamt )"
       },
+      "BOT_RESOLUTION_COUNT": {
+        "NAME": "Auflösungsanzahl",
+        "DESC": "( Gesamt )"
+      },
+      "BOT_HANDOFF_COUNT": {
+        "NAME": "Handoff Count",
+        "DESC": "( Gesamt )"
+      },
       "REPLY_TIME": {
         "NAME": "Customer waiting time",
         "TOOLTIP_TEXT": "Waiting time is %{metricValue} (based on %{conversationCount} replies)"
@@ -130,7 +138,11 @@
         "groupBy": "Monat"
       }
     ],
-    "BUSINESS_HOURS": "Öffnungszeiten"
+    "BUSINESS_HOURS": "Öffnungszeiten",
+    "FILTER_ACTIONS": {
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "Keine Ergebnisse gefunden"
+    }
   },
   "AGENT_REPORTS": {
     "HEADER": "Agenten-Übersicht",
@@ -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": "Übersicht",
     "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": "Keine Ergebnisse gefunden",
+      "NO_FILTER": "No filters available",
+      "SEARCH": "Search filter",
+      "INPUT_PLACEHOLDER": {
+        "SLA": "SLA name",
+        "AGENTS": "Agentenname",
+        "INBOXES": "Posteingangsname",
+        "LABELS": "Labelname",
+        "TEAMS": "Teamname"
+      },
+      "SLA": "SLA Policy",
+      "INBOXES": "Posteingang",
+      "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": "Konversation",
+        "AGENT": "Agent"
+      },
+      "VIEW_DETAILS": "View Details"
+    }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/de/settings.json b/app/javascript/dashboard/i18n/locale/de/settings.json
index 286fd07a7..93883adbc 100644
--- a/app/javascript/dashboard/i18n/locale/de/settings.json
+++ b/app/javascript/dashboard/i18n/locale/de/settings.json
@@ -83,7 +83,10 @@
         "CONVERSATION_CREATION": "Senden Sie E-Mail-Benachrichtigungen, wenn eine neue Konversation erstellt wird",
         "CONVERSATION_MENTION": "Senden Sie E-Mail-Benachrichtigungen, wenn Sie in einer Konversation erwähnt werden",
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Senden Sie E-Mail-Benachrichtigungen, wenn eine neue Nachricht in einer zugewiesenen Konversation erstellt wird",
-        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "E-Mail-Benachrichtigungen senden, wenn eine neue Nachricht in einer zugewiesenen Konversation erstellt wird"
+        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "E-Mail-Benachrichtigungen senden, wenn eine neue Nachricht in einer zugewiesenen Konversation erstellt wird",
+        "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": "Ihre Benachrichtigungseinstellungen wurden erfolgreich aktualisiert",
@@ -98,7 +101,10 @@
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Senden Sie Push-Benachrichtigungen, wenn eine neue Nachricht in einer zugewiesenen Konversation erstellt wird",
         "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Sende Push-Benachrichtigungen, wenn eine neue Nachricht in einer zugewiesenen Konversation erstellt wird",
         "HAS_ENABLED_PUSH": "Sie haben die Push-Benachrichtigung für diesen Browser aktiviert.",
-        "REQUEST_PUSH": "Push-Benachrichtigungen aktivieren"
+        "REQUEST_PUSH": "Push-Benachrichtigungen aktivieren",
+        "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": "Profilbild"
@@ -199,6 +205,7 @@
   "SIDEBAR": {
     "CURRENTLY_VIEWING_ACCOUNT": "Wird gerade angezeigt:",
     "SWITCH": "Wechseln",
+    "INBOX_VIEW": "Inbox View",
     "CONVERSATIONS": "Gespräche",
     "INBOX": "Posteingang",
     "ALL_CONVERSATIONS": "Alle Konversationen",
@@ -237,6 +244,8 @@
     "CAMPAIGNS": "Kampagnen",
     "ONGOING": "Im Gange",
     "ONE_OFF": "Einmalig",
+    "REPORTS_SLA": "SLA",
+    "REPORTS_BOT": "Bot",
     "REPORTS_AGENT": "Agenten",
     "REPORTS_LABEL": "Labels",
     "REPORTS_INBOX": "Posteingang",
diff --git a/app/javascript/dashboard/i18n/locale/de/sla.json b/app/javascript/dashboard/i18n/locale/de/sla.json
index 6d12589ed..fbfb8a988 100644
--- a/app/javascript/dashboard/i18n/locale/de/sla.json
+++ b/app/javascript/dashboard/i18n/locale/de/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": "Es gibt keine Elemente, die dieser Abfrage entsprechen",
-    "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",
-        "Beschreibung",
-        "FRT",
-        "NRT",
-        "RT",
-        "Öffnungszeiten"
-      ]
+      "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": "Es ist ein Fehler aufgetreten, bitte versuchen Sie es erneut"
       }
     },
-    "EDIT": {
-      "TITLE": "Edit SLA",
+    "DELETE": {
+      "TITLE": "Delete SLA",
       "API": {
-        "SUCCESS_MESSAGE": "SLA updated successfully",
+        "SUCCESS_MESSAGE": "SLA deleted successfully",
         "ERROR_MESSAGE": "Es ist ein Fehler aufgetreten, bitte versuchen Sie es erneut"
+      },
+      "CONFIRM": {
+        "TITLE": "Löschung bestätigen",
+        "MESSAGE": "Are you sure you want to delete ",
+        "YES": "Ja, löschen ",
+        "NO": "Nein, behalten "
       }
+    },
+    "EVENTS": {
+      "TITLE": "SLA Misses",
+      "FRT": "Erste Antwortzeit",
+      "NRT": "Next response time",
+      "RT": "Resolution time",
+      "SHOW_MORE": "{count} more",
+      "HIDE": "Hide {count} rows"
     }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/el/contact.json b/app/javascript/dashboard/i18n/locale/el/contact.json
index 7ec3514ee..09e32e246 100644
--- a/app/javascript/dashboard/i18n/locale/el/contact.json
+++ b/app/javascript/dashboard/i18n/locale/el/contact.json
@@ -296,6 +296,8 @@
     "BUTTON": "Προσθήκη προσαρμοσμένης ιδιότητας",
     "NOT_AVAILABLE": "Δεν υπάρχουν διαθέσιμες προσαρμοσμένες ιδιότητες για αυτήν την επαφή.",
     "COPY_SUCCESSFUL": "Αντιγράφτηκε με επιτυχία στο πρόχειρο",
+    "SHOW_MORE": "Show all attributes",
+    "SHOW_LESS": "Show less attributes",
     "ACTIONS": {
       "COPY": "Αντιγραφή ιδιότητας",
       "DELETE": "Διαγραφή ιδιότητας",
diff --git a/app/javascript/dashboard/i18n/locale/el/contactFilters.json b/app/javascript/dashboard/i18n/locale/el/contactFilters.json
index a83cea7c0..2e15c4c04 100644
--- a/app/javascript/dashboard/i18n/locale/el/contactFilters.json
+++ b/app/javascript/dashboard/i18n/locale/el/contactFilters.json
@@ -44,7 +44,8 @@
       "CUSTOM_ATTRIBUTE_CHECKBOX": "Checkbox",
       "CREATED_AT": "Δημιουργήθηκε στις",
       "LAST_ACTIVITY": "Τελευταία Δραστηριότητα",
-      "REFERER_LINK": "Σύνδεσμος αναφοράς"
+      "REFERER_LINK": "Σύνδεσμος αναφοράς",
+      "BLOCKED": "Blocked"
     },
     "GROUPS": {
       "STANDARD_FILTERS": "Τυπικά Φίλτρα",
diff --git a/app/javascript/dashboard/i18n/locale/el/conversation.json b/app/javascript/dashboard/i18n/locale/el/conversation.json
index 9bd6b19ea..0cc593527 100644
--- a/app/javascript/dashboard/i18n/locale/el/conversation.json
+++ b/app/javascript/dashboard/i18n/locale/el/conversation.json
@@ -64,7 +64,14 @@
       "SNOOZED_UNTIL": "Snoozed until",
       "SNOOZED_UNTIL_TOMORROW": "Αναβλήθηκε μέχρι αύριο",
       "SNOOZED_UNTIL_NEXT_WEEK": "Αναβολή έως την επόμενη εβδομάδα",
-      "SNOOZED_UNTIL_NEXT_REPLY": "Αναβολή έως την επόμενη απάντηση"
+      "SNOOZED_UNTIL_NEXT_REPLY": "Αναβολή έως την επόμενη απάντηση",
+      "SLA_STATUS": {
+        "FRT": "FRT {status}",
+        "NRT": "NRT {status}",
+        "RT": "RT {status}",
+        "MISSED": "missed",
+        "DUE": "due"
+      }
     },
     "RESOLVE_DROPDOWN": {
       "MARK_PENDING": "Σήμανση ως εκκρεμής",
diff --git a/app/javascript/dashboard/i18n/locale/el/general.json b/app/javascript/dashboard/i18n/locale/el/general.json
new file mode 100644
index 000000000..25bb4dfb7
--- /dev/null
+++ b/app/javascript/dashboard/i18n/locale/el/general.json
@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}
diff --git a/app/javascript/dashboard/i18n/locale/el/generalSettings.json b/app/javascript/dashboard/i18n/locale/el/generalSettings.json
index 53d2f7fcc..fe24ea038 100644
--- a/app/javascript/dashboard/i18n/locale/el/generalSettings.json
+++ b/app/javascript/dashboard/i18n/locale/el/generalSettings.json
@@ -87,7 +87,10 @@
       "conversation_assignment": "Η Συνομιλία Ανατέθηκε",
       "assigned_conversation_new_message": "Νέο Μήνυμα",
       "participating_conversation_new_message": "Νέο Μήνυμα",
-      "conversation_mention": "Αναφορά"
+      "conversation_mention": "Αναφορά",
+      "sla_missed_first_response": "SLA Missed",
+      "sla_missed_next_response": "SLA Missed",
+      "sla_missed_resolution": "SLA Missed"
     }
   },
   "NETWORK": {
diff --git a/app/javascript/dashboard/i18n/locale/el/inbox.json b/app/javascript/dashboard/i18n/locale/el/inbox.json
index 4ec1e9de4..f27d87abf 100644
--- a/app/javascript/dashboard/i18n/locale/el/inbox.json
+++ b/app/javascript/dashboard/i18n/locale/el/inbox.json
@@ -4,24 +4,28 @@
       "TITLE": "Εισερχόμενα",
       "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": "Αναβλήθηκε μέχρι αύριο",
       "SNOOZED_UNTIL_NEXT_WEEK": "Αναβολή έως την επόμενη εβδομάδα"
     },
     "ACTION_HEADER": {
       "SNOOZE": "Snooze notification",
-      "DELETE": "Delete notification"
+      "DELETE": "Delete notification",
+      "BACK": "Πίσω"
     },
     "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",
diff --git a/app/javascript/dashboard/i18n/locale/el/report.json b/app/javascript/dashboard/i18n/locale/el/report.json
index c9d5a1a06..eebefd684 100644
--- a/app/javascript/dashboard/i18n/locale/el/report.json
+++ b/app/javascript/dashboard/i18n/locale/el/report.json
@@ -35,6 +35,14 @@
         "NAME": "Αριθμός Αναλύσεων",
         "DESC": "(Σύνολο)"
       },
+      "BOT_RESOLUTION_COUNT": {
+        "NAME": "Αριθμός Αναλύσεων",
+        "DESC": "(Σύνολο)"
+      },
+      "BOT_HANDOFF_COUNT": {
+        "NAME": "Handoff Count",
+        "DESC": "(Σύνολο)"
+      },
       "REPLY_TIME": {
         "NAME": "Customer waiting time",
         "TOOLTIP_TEXT": "Waiting time is %{metricValue} (based on %{conversationCount} replies)"
@@ -130,7 +138,11 @@
         "groupBy": "Μήνα"
       }
     ],
-    "BUSINESS_HOURS": "Ώρες Εργασίας"
+    "BUSINESS_HOURS": "Ώρες Εργασίας",
+    "FILTER_ACTIONS": {
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "Δεν βρέθηκαν αποτελέσματα"
+    }
   },
   "AGENT_REPORTS": {
     "HEADER": "Επισκόπηση Πρακτόρων",
@@ -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": "Επισκόπηση",
     "LIVE": "Ζωντανά",
@@ -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": "Δεν βρέθηκαν αποτελέσματα",
+      "NO_FILTER": "No filters available",
+      "SEARCH": "Search filter",
+      "INPUT_PLACEHOLDER": {
+        "SLA": "SLA name",
+        "AGENTS": "Όνομα Πράκτορα",
+        "INBOXES": "Όνομα Κιβωτίου",
+        "LABELS": "Όνομα ετικέτας",
+        "TEAMS": "Όνομα ομάδας"
+      },
+      "SLA": "SLA Policy",
+      "INBOXES": "Εισερχόμενα",
+      "AGENTS": "Πράκτορας",
+      "LABELS": "Ετικέτα",
+      "TEAMS": "Ομάδα"
+    },
+    "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": "Συνομιλία",
+        "AGENT": "Πράκτορας"
+      },
+      "VIEW_DETAILS": "View Details"
+    }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/el/settings.json b/app/javascript/dashboard/i18n/locale/el/settings.json
index f35b503c6..0e9b3beff 100644
--- a/app/javascript/dashboard/i18n/locale/el/settings.json
+++ b/app/javascript/dashboard/i18n/locale/el/settings.json
@@ -83,7 +83,10 @@
         "CONVERSATION_CREATION": "Να στέλνεται ειδοποίηση όταν δημιουργείται μια νέα συνομιλία",
         "CONVERSATION_MENTION": "Αποστολή ειδοποιήσεων email όταν αναφέρεστε σε μια συνομιλία",
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Αποστολή ειδοποίησης email όταν ένα νέο μήνυμα δημιουργείται σε συνομιλία που έχει αναληφθεί",
-        "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": "Οι προτιμήσεις σας για τις ειδοποιήσεις ενημερώθηκαν",
@@ -98,7 +101,10 @@
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Αποστολή ειδοποίησης push όταν ένα νέο μήνυμα δημιουργείται σε συνομιλία που έχει αναληφθεί",
         "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Send push notifications when a new message is created in a participating conversation",
         "HAS_ENABLED_PUSH": "Έχετε ενεργοποιήσει τις ειδοποιήσεις push για αυτόν τον browser.",
-        "REQUEST_PUSH": "Ενεργοποποίηση των ειδοποιήσεων push"
+        "REQUEST_PUSH": "Ενεργοποποίηση των ειδοποιήσεων push",
+        "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": "Εικόνα Προφίλ"
@@ -199,6 +205,7 @@
   "SIDEBAR": {
     "CURRENTLY_VIEWING_ACCOUNT": "Τρέχουσα προβολή:",
     "SWITCH": "Εναλλαγή",
+    "INBOX_VIEW": "Inbox View",
     "CONVERSATIONS": "Συζητήσεις",
     "INBOX": "Εισερχόμενα",
     "ALL_CONVERSATIONS": "Όλες Οι Συνομιλίες",
@@ -237,6 +244,8 @@
     "CAMPAIGNS": "Καμπάνιες",
     "ONGOING": "Σε Εξέλιξη",
     "ONE_OFF": "Ένα/μία από",
+    "REPORTS_SLA": "SLA",
+    "REPORTS_BOT": "Bot",
     "REPORTS_AGENT": "Πράκτορες",
     "REPORTS_LABEL": "Ετικέτες",
     "REPORTS_INBOX": "Εισερχόμενα",
diff --git a/app/javascript/dashboard/i18n/locale/el/sla.json b/app/javascript/dashboard/i18n/locale/el/sla.json
index 0b48005df..aa7cdca75 100644
--- a/app/javascript/dashboard/i18n/locale/el/sla.json
+++ b/app/javascript/dashboard/i18n/locale/el/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": "Δεν υπάρχουν δεδομένα που να ταιριάζουν με αυτό το ερώτημα",
-    "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": [
-        "Όνομα",
-        "Περιγραφή",
-        "FRT",
-        "NRT",
-        "RT",
-        "Ώρες Εργασίας"
-      ]
+      "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": "Υπήρξε ένα σφάλμα, παρακαλώ προσπαθήστε ξανά"
       }
     },
-    "EDIT": {
-      "TITLE": "Edit SLA",
+    "DELETE": {
+      "TITLE": "Delete SLA",
       "API": {
-        "SUCCESS_MESSAGE": "SLA updated successfully",
+        "SUCCESS_MESSAGE": "SLA deleted successfully",
         "ERROR_MESSAGE": "Υπήρξε ένα σφάλμα, παρακαλώ προσπαθήστε ξανά"
+      },
+      "CONFIRM": {
+        "TITLE": "Επιβεβαίωση Διαγραφής",
+        "MESSAGE": "Are you sure you want to delete ",
+        "YES": "Ναι, Διέγραψε τον/την ",
+        "NO": "Όχι, Κράτησε τον/την"
       }
+    },
+    "EVENTS": {
+      "TITLE": "SLA Misses",
+      "FRT": "Χρόνος πρώτης ανταπόκρισης",
+      "NRT": "Next response time",
+      "RT": "Resolution time",
+      "SHOW_MORE": "{count} more",
+      "HIDE": "Hide {count} rows"
     }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/en/contact.json b/app/javascript/dashboard/i18n/locale/en/contact.json
index 791279899..24483ca1a 100644
--- a/app/javascript/dashboard/i18n/locale/en/contact.json
+++ b/app/javascript/dashboard/i18n/locale/en/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",
diff --git a/app/javascript/dashboard/i18n/locale/en/contactFilters.json b/app/javascript/dashboard/i18n/locale/en/contactFilters.json
index 09a543984..02d5dcf89 100644
--- a/app/javascript/dashboard/i18n/locale/en/contactFilters.json
+++ b/app/javascript/dashboard/i18n/locale/en/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",
diff --git a/app/javascript/dashboard/i18n/locale/en/conversation.json b/app/javascript/dashboard/i18n/locale/en/conversation.json
index 227c802d6..d6ea8f83d 100644
--- a/app/javascript/dashboard/i18n/locale/en/conversation.json
+++ b/app/javascript/dashboard/i18n/locale/en/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",
diff --git a/app/javascript/dashboard/i18n/locale/en/general.json b/app/javascript/dashboard/i18n/locale/en/general.json
new file mode 100644
index 000000000..25bb4dfb7
--- /dev/null
+++ b/app/javascript/dashboard/i18n/locale/en/general.json
@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}
diff --git a/app/javascript/dashboard/i18n/locale/en/index.js b/app/javascript/dashboard/i18n/locale/en/index.js
index 75cdb5836..81e0c5763 100644
--- a/app/javascript/dashboard/i18n/locale/en/index.js
+++ b/app/javascript/dashboard/i18n/locale/en/index.js
@@ -31,6 +31,7 @@ import teamsSettings from './teamsSettings.json';
 import whatsappTemplates from './whatsappTemplates.json';
 import sla from './sla.json';
 import inbox from './inbox.json';
+import general from './general.json';
 
 export default {
   ...advancedFilters,
@@ -66,4 +67,5 @@ export default {
   ...teamsSettings,
   ...whatsappTemplates,
   ...inbox,
+  ...general,
 };
diff --git a/app/javascript/dashboard/i18n/locale/en/report.json b/app/javascript/dashboard/i18n/locale/en/report.json
index 56ca21773..172e5501d 100644
--- a/app/javascript/dashboard/i18n/locale/en/report.json
+++ b/app/javascript/dashboard/i18n/locale/en/report.json
@@ -138,7 +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",
@@ -505,5 +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"
+    }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/en/settings.json b/app/javascript/dashboard/i18n/locale/en/settings.json
index 9a4bde2c8..e9ac56f2a 100644
--- a/app/javascript/dashboard/i18n/locale/en/settings.json
+++ b/app/javascript/dashboard/i18n/locale/en/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"
@@ -234,6 +240,7 @@
     "CAMPAIGNS": "Campaigns",
     "ONGOING": "Ongoing",
     "ONE_OFF": "One off",
+    "REPORTS_SLA": "SLA",
     "REPORTS_BOT": "Bot",
     "REPORTS_AGENT": "Agents",
     "REPORTS_LABEL": "Labels",
diff --git a/app/javascript/dashboard/i18n/locale/en/sla.json b/app/javascript/dashboard/i18n/locale/en/sla.json
index 228f87066..e3c1c9a06 100644
--- a/app/javascript/dashboard/i18n/locale/en/sla.json
+++ b/app/javascript/dashboard/i18n/locale/en/sla.json
@@ -1,15 +1,42 @@
 {
   "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>",
+    "PAYWALL": {
+      "TITLE": "Upgrade to create SLAs",
+      "AVAILABLE_ON": "The SLA feature is only available in the Business and Enterprise plans.",
+      "UPGRADE_PROMPT": "Upgrade your plan to get access to advanced features like team management, automations, custom attributes, and more.",
+      "UPGRADE_NOW": "Upgrade now"
+    },
+    "ENTERPRISE_PAYWALL": {
+      "AVAILABLE_ON": "The SLA feature is only available in the paid plans.",
+      "UPGRADE_PROMPT": "Upgrade to a paid plan to access advanced features like audit logs, agent capacity, and more.",
+      "ASK_ADMIN": "Please reach out to your administrator for the upgrade."
+    },
     "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": {
@@ -49,7 +76,7 @@
     },
     "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"
@@ -67,6 +94,14 @@
         "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"
     }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/es/attributesMgmt.json b/app/javascript/dashboard/i18n/locale/es/attributesMgmt.json
index 3d33afaf4..69b17ad7d 100644
--- a/app/javascript/dashboard/i18n/locale/es/attributesMgmt.json
+++ b/app/javascript/dashboard/i18n/locale/es/attributesMgmt.json
@@ -42,14 +42,14 @@
         },
         "REGEX_PATTERN": {
           "LABEL": "Patrón de Regex",
-          "PLACEHOLDER": "Please enter custom attribute regex pattern. (Optional)"
+          "PLACEHOLDER": "Por favor, introduzca el patrón de regex de atributo personalizado. (Opcional)"
         },
         "REGEX_CUE": {
           "LABEL": "Regex Cue",
-          "PLACEHOLDER": "Please enter regex pattern hint. (Optional)"
+          "PLACEHOLDER": "Por favor ingrese la pista de patrones regex. (opcional)"
         },
         "ENABLE_REGEX": {
-          "LABEL": "Enable regex validation"
+          "LABEL": "Habilitar validación regex"
         }
       },
       "API": {
@@ -107,14 +107,14 @@
       },
       "REGEX_PATTERN": {
         "LABEL": "Patrón de Regex",
-        "PLACEHOLDER": "Please enter custom attribute regex pattern. (Optional)"
+        "PLACEHOLDER": "Por favor, introduzca el patrón de regex de atributo personalizado. (Opcional)"
       },
       "REGEX_CUE": {
         "LABEL": "Regex Cue",
-        "PLACEHOLDER": "Please enter regex pattern hint. (Optional)"
+        "PLACEHOLDER": "Por favor ingrese la pista de patrones regex. (opcional)"
       },
       "ENABLE_REGEX": {
-        "LABEL": "Enable regex validation"
+        "LABEL": "Habilitar validación regex"
       }
     }
   }
diff --git a/app/javascript/dashboard/i18n/locale/es/contact.json b/app/javascript/dashboard/i18n/locale/es/contact.json
index 786b9cab4..8d3b2589e 100644
--- a/app/javascript/dashboard/i18n/locale/es/contact.json
+++ b/app/javascript/dashboard/i18n/locale/es/contact.json
@@ -39,10 +39,10 @@
     },
     "MERGE_CONTACT": "Combinar contacto",
     "CONTACT_ACTIONS": "Acciones de contacto",
-    "MUTE_CONTACT": "Block Contact",
-    "UNMUTE_CONTACT": "Unblock Contact",
-    "MUTED_SUCCESS": "This contact is blocked successfully. You will not be notified of any future conversations.",
-    "UNMUTED_SUCCESS": "This contact is unblocked successfully.",
+    "MUTE_CONTACT": "Bloquear contacto",
+    "UNMUTE_CONTACT": "Desbloquear contacto",
+    "MUTED_SUCCESS": "Este contacto está bloqueado con éxito. No se te notificará de ninguna conversación futura.",
+    "UNMUTED_SUCCESS": "Este contacto está desbloqueado correctamente.",
     "SEND_TRANSCRIPT": "Enviar Transcripción",
     "EDIT_LABEL": "Editar",
     "SIDEBAR_SECTIONS": {
@@ -82,9 +82,9 @@
     "ERROR_MESSAGE": "Hubo un error, por favor inténtelo de nuevo",
     "CONFIRM": {
       "TITLE": "Exportar contactos",
-      "MESSAGE": "Are you sure you want to export all contacts?",
-      "YES": "Yes, Export",
-      "NO": "No, Cancel"
+      "MESSAGE": "¿Está seguro que desea exportar todos los contactos?",
+      "YES": "Sí, exportar",
+      "NO": "No, cancelar"
     }
   },
   "DELETE_NOTE": {
@@ -296,6 +296,8 @@
     "BUTTON": "Añadir atributo personalizado",
     "NOT_AVAILABLE": "No hay atributos personalizados disponibles para este contacto.",
     "COPY_SUCCESSFUL": "Copiado al portapapeles satisfactoriamente",
+    "SHOW_MORE": "Show all attributes",
+    "SHOW_LESS": "Show less attributes",
     "ACTIONS": {
       "COPY": "Copiar atributo",
       "DELETE": "Eliminar atributo",
diff --git a/app/javascript/dashboard/i18n/locale/es/contactFilters.json b/app/javascript/dashboard/i18n/locale/es/contactFilters.json
index 47141a242..d572cc658 100644
--- a/app/javascript/dashboard/i18n/locale/es/contactFilters.json
+++ b/app/javascript/dashboard/i18n/locale/es/contactFilters.json
@@ -44,7 +44,8 @@
       "CUSTOM_ATTRIBUTE_CHECKBOX": "Casilla",
       "CREATED_AT": "Creado el",
       "LAST_ACTIVITY": "Última actividad",
-      "REFERER_LINK": "Enlace de referencia"
+      "REFERER_LINK": "Enlace de referencia",
+      "BLOCKED": "Bloqueado"
     },
     "GROUPS": {
       "STANDARD_FILTERS": "Filtros estándar",
diff --git a/app/javascript/dashboard/i18n/locale/es/conversation.json b/app/javascript/dashboard/i18n/locale/es/conversation.json
index 0fd0d0543..d0aa45e46 100644
--- a/app/javascript/dashboard/i18n/locale/es/conversation.json
+++ b/app/javascript/dashboard/i18n/locale/es/conversation.json
@@ -64,7 +64,14 @@
       "SNOOZED_UNTIL": "Posponer hasta",
       "SNOOZED_UNTIL_TOMORROW": "Pospuesto hasta mañana",
       "SNOOZED_UNTIL_NEXT_WEEK": "Pospuesto hasta la próxima semana",
-      "SNOOZED_UNTIL_NEXT_REPLY": "Posponer hasta la siguiente respuesta"
+      "SNOOZED_UNTIL_NEXT_REPLY": "Posponer hasta la siguiente respuesta",
+      "SLA_STATUS": {
+        "FRT": "FRT {status}",
+        "NRT": "NRT {status}",
+        "RT": "RT {status}",
+        "MISSED": "missed",
+        "DUE": "due"
+      }
     },
     "RESOLVE_DROPDOWN": {
       "MARK_PENDING": "Marcar como pendiente",
diff --git a/app/javascript/dashboard/i18n/locale/es/general.json b/app/javascript/dashboard/i18n/locale/es/general.json
new file mode 100644
index 000000000..25bb4dfb7
--- /dev/null
+++ b/app/javascript/dashboard/i18n/locale/es/general.json
@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}
diff --git a/app/javascript/dashboard/i18n/locale/es/generalSettings.json b/app/javascript/dashboard/i18n/locale/es/generalSettings.json
index 4e45625dc..52bbf1fed 100644
--- a/app/javascript/dashboard/i18n/locale/es/generalSettings.json
+++ b/app/javascript/dashboard/i18n/locale/es/generalSettings.json
@@ -87,7 +87,10 @@
       "conversation_assignment": "Conversación asignada",
       "assigned_conversation_new_message": "Nuevo mensaje",
       "participating_conversation_new_message": "Nuevo mensaje",
-      "conversation_mention": "Mención"
+      "conversation_mention": "Mención",
+      "sla_missed_first_response": "SLA perdido",
+      "sla_missed_next_response": "SLA perdido",
+      "sla_missed_resolution": "SLA perdido"
     }
   },
   "NETWORK": {
diff --git a/app/javascript/dashboard/i18n/locale/es/helpCenter.json b/app/javascript/dashboard/i18n/locale/es/helpCenter.json
index 1f54d7489..6937412ca 100644
--- a/app/javascript/dashboard/i18n/locale/es/helpCenter.json
+++ b/app/javascript/dashboard/i18n/locale/es/helpCenter.json
@@ -319,7 +319,7 @@
       "HEADERS": {
         "TITLE": "Título",
         "CATEGORY": "Categoría",
-        "READ_COUNT": "Views",
+        "READ_COUNT": "Vistas",
         "STATUS": "Estado",
         "LAST_EDITED": "Última edición"
       },
diff --git a/app/javascript/dashboard/i18n/locale/es/inbox.json b/app/javascript/dashboard/i18n/locale/es/inbox.json
index f499ab0e4..6bbdb0cf2 100644
--- a/app/javascript/dashboard/i18n/locale/es/inbox.json
+++ b/app/javascript/dashboard/i18n/locale/es/inbox.json
@@ -4,37 +4,41 @@
       "TITLE": "Bandeja de entrada",
       "DISPLAY_DROPDOWN": "Mostrar",
       "LOADING": "Cargando notificaciones",
-      "EOF": "Todas las notificaciones cargadas 🎉",
-      "404": "There are no active notifications in this group.",
-      "NO_NOTIFICATIONS": "No notifications",
-      "NOTE": "Notifications from all subscribed inboxes",
+      "404": "No hay notificaciones activas en este grupo.",
+      "NO_NOTIFICATIONS": "Sin notificaciones",
+      "NOTE": "Notificaciones de todas las entradas suscritas",
+      "NO_MESSAGES_AVAILABLE": "¡Ups! No se pueden obtener mensajes",
       "SNOOZED_UNTIL": "Posponer hasta",
       "SNOOZED_UNTIL_TOMORROW": "Pospuesto hasta mañana",
       "SNOOZED_UNTIL_NEXT_WEEK": "Pospuesto hasta la próxima semana"
     },
     "ACTION_HEADER": {
-      "SNOOZE": "Snooze notification",
-      "DELETE": "Delete notification"
+      "SNOOZE": "Posponer notificación",
+      "DELETE": "Borrar notificación",
+      "BACK": "Atrás"
     },
     "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"
+      "CONVERSATION_MENTION": "Has sido mencionado en una conversación",
+      "CONVERSATION_CREATION": "Nueva conversación creada",
+      "CONVERSATION_ASSIGNMENT": "Se te ha asignado una conversación",
+      "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Nuevo mensaje en una conversación asignada",
+      "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Nuevo mensaje en una conversación en la que estás participando",
+      "SLA_MISSED_FIRST_RESPONSE": "Falta la siguiente respuesta del SLA para la conversación",
+      "SLA_MISSED_NEXT_RESPONSE": "Falta la siguiente respuesta del SLA para la conversación",
+      "SLA_MISSED_RESOLUTION": "Falta la siguiente respuesta del SLA para la conversación"
     },
     "MENU_ITEM": {
-      "MARK_AS_READ": "Mark as read",
+      "MARK_AS_READ": "Marcar como leído",
       "MARK_AS_UNREAD": "Marcar como no leído",
       "SNOOZE": "Posponer",
       "DELETE": "Eliminar",
       "MARK_ALL_READ": "Marcar todo como leído",
-      "DELETE_ALL": "Delete all",
-      "DELETE_ALL_READ": "Delete all read"
+      "DELETE_ALL": "Eliminar todo",
+      "DELETE_ALL_READ": "Borrar todos los leídos"
     },
     "DISPLAY_MENU": {
-      "SORT": "Sort",
-      "DISPLAY": "Display :",
+      "SORT": "Ordenar",
+      "DISPLAY": "Mostrar:",
       "SORT_OPTIONS": {
         "NEWEST": "Más reciente",
         "OLDEST": "Más antiguo",
diff --git a/app/javascript/dashboard/i18n/locale/es/report.json b/app/javascript/dashboard/i18n/locale/es/report.json
index 896951ebf..dac3cc339 100644
--- a/app/javascript/dashboard/i18n/locale/es/report.json
+++ b/app/javascript/dashboard/i18n/locale/es/report.json
@@ -35,9 +35,17 @@
         "NAME": "Número de resoluciones",
         "DESC": "( Total )"
       },
+      "BOT_RESOLUTION_COUNT": {
+        "NAME": "Número de resoluciones",
+        "DESC": "( Total )"
+      },
+      "BOT_HANDOFF_COUNT": {
+        "NAME": "Recuento de traspasos",
+        "DESC": "( Total )"
+      },
       "REPLY_TIME": {
         "NAME": "Tiempo de espera del cliente",
-        "TOOLTIP_TEXT": "Waiting time is %{metricValue} (based on %{conversationCount} replies)"
+        "TOOLTIP_TEXT": "El tiempo de espera es %{metricValue} (basado en %{conversationCount} conversaciones)"
       }
     },
     "DATE_RANGE_OPTIONS": {
@@ -130,7 +138,11 @@
         "groupBy": "Mes"
       }
     ],
-    "BUSINESS_HOURS": "Horarios"
+    "BUSINESS_HOURS": "Horarios",
+    "FILTER_ACTIONS": {
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "No se encontraron resultados"
+    }
   },
   "AGENT_REPORTS": {
     "HEADER": "Resumen de agentes",
@@ -433,6 +445,27 @@
       }
     }
   },
+  "BOT_REPORTS": {
+    "HEADER": "Informes de bot",
+    "METRIC": {
+      "TOTAL_CONVERSATIONS": {
+        "LABEL": "Núm. de conversaciones",
+        "TOOLTIP": "Número total de conversaciones manejadas por el bot"
+      },
+      "TOTAL_RESPONSES": {
+        "LABEL": "Total de respuestas",
+        "TOOLTIP": "Número total de respuestas enviadas por el bot"
+      },
+      "RESOLUTION_RATE": {
+        "LABEL": "Tiempo de resolución",
+        "TOOLTIP": "Número total de conversaciones resueltas por el bot / Número total de conversaciones manejadas por el bot * 100"
+      },
+      "HANDOFF_RATE": {
+        "LABEL": "Tasa de traspasos",
+        "TOOLTIP": "Número total de conversaciones transmitidas a agentes / Número total de conversaciones manejadas por el bot * 100"
+      }
+    }
+  },
   "OVERVIEW_REPORTS": {
     "HEADER": "Resumen",
     "LIVE": "En vivo",
@@ -476,5 +509,54 @@
     "THURSDAY": "Jueves",
     "FRIDAY": "Viernes",
     "SATURDAY": "Sábado"
+  },
+  "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": "Añadir Filtro",
+      "CLEAR_ALL": "Clear all",
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "No se encontraron resultados",
+      "NO_FILTER": "No filters available",
+      "SEARCH": "Search filter",
+      "INPUT_PLACEHOLDER": {
+        "SLA": "SLA name",
+        "AGENTS": "Nombre del agente",
+        "INBOXES": "Nombre de la bandeja de entrada",
+        "LABELS": "Nombre de la etiqueta",
+        "TEAMS": "Nombre del equipo"
+      },
+      "SLA": "Política de SLA",
+      "INBOXES": "Bandeja de entrada",
+      "AGENTS": "Agente",
+      "LABELS": "Etiqueta",
+      "TEAMS": "Equipo"
+    },
+    "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": "Conversación",
+        "AGENT": "Agente"
+      },
+      "VIEW_DETAILS": "View Details"
+    }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/es/settings.json b/app/javascript/dashboard/i18n/locale/es/settings.json
index c32b29972..da0d7e990 100644
--- a/app/javascript/dashboard/i18n/locale/es/settings.json
+++ b/app/javascript/dashboard/i18n/locale/es/settings.json
@@ -83,7 +83,10 @@
         "CONVERSATION_CREATION": "Enviar notificaciones por correo electrónico cuando se crea una nueva conversación",
         "CONVERSATION_MENTION": "Enviar notificaciones por correo electrónico cuando sea mencionado en una conversación",
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Envirar notificaciones por correo electrónico cuando un nuevo mensaje es creado en una conversación asignada",
-        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Enviar notificaciones por correo electrónico cuando se crea un nuevo mensaje en una conversación participante"
+        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Enviar notificaciones por correo electrónico cuando se crea un nuevo mensaje en una conversación participante",
+        "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": "Sus preferencias de notificación se actualizaron correctamente",
@@ -98,7 +101,10 @@
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Enviar notificaciones push cuando un nuevo mensaja es creadao en una conversación asignada",
         "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Enviar notificaciones push cuando se crea un nuevo mensaje en una conversación participante",
         "HAS_ENABLED_PUSH": "Ha habilitado notificaciones push para este navegador.",
-        "REQUEST_PUSH": "Habilitar notificaciones push"
+        "REQUEST_PUSH": "Habilitar notificaciones push",
+        "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": "Imagen de perfil"
@@ -199,6 +205,7 @@
   "SIDEBAR": {
     "CURRENTLY_VIEWING_ACCOUNT": "Visualizando:",
     "SWITCH": "Cambiar",
+    "INBOX_VIEW": "Vista del buzón",
     "CONVERSATIONS": "Conversaciones",
     "INBOX": "Bandeja de entrada",
     "ALL_CONVERSATIONS": "Todas las conversaciones",
@@ -237,6 +244,8 @@
     "CAMPAIGNS": "Campañas",
     "ONGOING": "En Curso",
     "ONE_OFF": "One Off",
+    "REPORTS_SLA": "SLA",
+    "REPORTS_BOT": "Bot",
     "REPORTS_AGENT": "Agentes",
     "REPORTS_LABEL": "Etiquetas",
     "REPORTS_INBOX": "Bandeja de entrada",
diff --git a/app/javascript/dashboard/i18n/locale/es/sla.json b/app/javascript/dashboard/i18n/locale/es/sla.json
index 9b5c74c47..ad0655b75 100644
--- a/app/javascript/dashboard/i18n/locale/es/sla.json
+++ b/app/javascript/dashboard/i18n/locale/es/sla.json
@@ -1,41 +1,50 @@
 {
   "SLA": {
     "HEADER": "SLA",
-    "HEADER_BTN_TXT": "Add SLA",
-    "LOADING": "Fetching SLAs",
-    "SEARCH_404": "No hay elementos que coincidan con esta 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>",
+    "ADD_ACTION": "Añadir SLA",
+    "ADD_ACTION_LONG": "Create a new SLA Policy",
+    "DESCRIPTION": "Los Acuerdos de Nivel de Servicio (SLA) son contratos que definen expectativas claras entre su equipo y sus clientes. Establecen normas para los tiempos de respuesta y resolución, creando un marco para la responsabilidad y garantiza una experiencia coherente y de alta calidad.",
+    "LEARN_MORE": "Más información sobre SLA",
+    "LOADING": "Obteniendo SLAs",
     "LIST": {
-      "404": "There are no SLAs available in this account.",
-      "TITLE": "Manage SLA",
-      "DESC": "SLAs: Friendly promises for great service!",
-      "TABLE_HEADER": [
-        "Nombre",
-        "Descripción",
-        "FRT",
-        "NRT",
-        "RT",
-        "Horarios"
-      ]
+      "404": "No hay SLAs disponibles en esta cuenta.",
+      "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": "Horas laborables",
+      "BUSINESS_HOURS_OFF": "Horas de descanso",
+      "RESPONSE_TYPES": {
+        "FRT": "Umbral de tiempo de primera respuesta",
+        "NRT": "Umbral de tiempo de siguiente respuesta",
+        "RT": "Umbral de tiempo de resolución",
+        "SHORT_HAND": {
+          "FRT": "FRT",
+          "NRT": "NRT",
+          "RT": "RT"
+        }
+      }
     },
     "FORM": {
       "NAME": {
-        "LABEL": "SLA Name",
-        "PLACEHOLDER": "SLA Name",
-        "REQUIRED_ERROR": "SLA name is required",
+        "LABEL": "Nombre de SLA",
+        "PLACEHOLDER": "Nombre de SLA",
+        "REQUIRED_ERROR": "El nombre de SLA es requerido",
         "MINIMUM_LENGTH_ERROR": "La longitud mínima es de 2 caracteres",
         "VALID_ERROR": "Sólo letras, números, guión y guión bajo son permitidos"
       },
       "DESCRIPTION": {
         "LABEL": "Descripción",
-        "PLACEHOLDER": "SLA for premium customers"
+        "PLACEHOLDER": "SLA para clientes premium"
       },
       "FIRST_RESPONSE_TIME": {
         "LABEL": "Tiempo de primera respuesta",
         "PLACEHOLDER": "5"
       },
       "NEXT_RESPONSE_TIME": {
-        "LABEL": "Next Response Time",
+        "LABEL": "Próximo tiempo de respuesta",
         "PLACEHOLDER": "5"
       },
       "RESOLUTION_TIME": {
@@ -44,10 +53,10 @@
       },
       "BUSINESS_HOURS": {
         "LABEL": "Horarios",
-        "PLACEHOLDER": "Only during business hours"
+        "PLACEHOLDER": "Sólo durante las horas de trabajo"
       },
       "THRESHOLD_TIME": {
-        "INVALID_FORMAT_ERROR": "Threshold should be a number and greater than zero"
+        "INVALID_FORMAT_ERROR": "El umbral debe ser un número y mayor que cero"
       },
       "EDIT": "Editar",
       "CREATE": "Crear",
@@ -55,19 +64,33 @@
       "CANCEL": "Cancelar"
     },
     "ADD": {
-      "TITLE": "Add SLA",
-      "DESC": "SLAs: Friendly promises for great service!",
+      "TITLE": "Añadir SLA",
+      "DESC": "Friendly promises for great service!",
       "API": {
-        "SUCCESS_MESSAGE": "SLA added successfully",
+        "SUCCESS_MESSAGE": "SLA añadido correctamente",
         "ERROR_MESSAGE": "Hubo un error, por favor inténtelo de nuevo"
       }
     },
-    "EDIT": {
-      "TITLE": "Edit SLA",
+    "DELETE": {
+      "TITLE": "Eliminar SLA",
       "API": {
-        "SUCCESS_MESSAGE": "SLA updated successfully",
+        "SUCCESS_MESSAGE": "SLA eliminado correctamente",
         "ERROR_MESSAGE": "Hubo un error, por favor inténtelo de nuevo"
+      },
+      "CONFIRM": {
+        "TITLE": "Confirmar eliminación",
+        "MESSAGE": "¿Está seguro que desea eliminar? ",
+        "YES": "Sí, eliminar ",
+        "NO": "No, mantenerlo "
       }
+    },
+    "EVENTS": {
+      "TITLE": "SLA Misses",
+      "FRT": "Primera respuesta",
+      "NRT": "Next response time",
+      "RT": "Resolution time",
+      "SHOW_MORE": "{count} more",
+      "HIDE": "Hide {count} rows"
     }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/fa/contact.json b/app/javascript/dashboard/i18n/locale/fa/contact.json
index 71b675464..23d76e114 100644
--- a/app/javascript/dashboard/i18n/locale/fa/contact.json
+++ b/app/javascript/dashboard/i18n/locale/fa/contact.json
@@ -296,6 +296,8 @@
     "BUTTON": "افزودن ویژگی سفارشی",
     "NOT_AVAILABLE": "هیچ ویژگی سفارشی برای این مخاطب موجود نیست.",
     "COPY_SUCCESSFUL": "با موفقیت در کلیپ‌بورد کپی شد",
+    "SHOW_MORE": "Show all attributes",
+    "SHOW_LESS": "Show less attributes",
     "ACTIONS": {
       "COPY": "کپی ویژگی",
       "DELETE": "حذف ویژگی",
diff --git a/app/javascript/dashboard/i18n/locale/fa/contactFilters.json b/app/javascript/dashboard/i18n/locale/fa/contactFilters.json
index dc3b27dbe..c697631be 100644
--- a/app/javascript/dashboard/i18n/locale/fa/contactFilters.json
+++ b/app/javascript/dashboard/i18n/locale/fa/contactFilters.json
@@ -44,7 +44,8 @@
       "CUSTOM_ATTRIBUTE_CHECKBOX": "چک باکس",
       "CREATED_AT": "ایجاد شده در",
       "LAST_ACTIVITY": "آخرین فعالیت",
-      "REFERER_LINK": "پیوند ارجاع‌دهنده"
+      "REFERER_LINK": "پیوند ارجاع‌دهنده",
+      "BLOCKED": "Blocked"
     },
     "GROUPS": {
       "STANDARD_FILTERS": "فیلترهای استاندارد",
diff --git a/app/javascript/dashboard/i18n/locale/fa/conversation.json b/app/javascript/dashboard/i18n/locale/fa/conversation.json
index c645f1da3..a33834525 100644
--- a/app/javascript/dashboard/i18n/locale/fa/conversation.json
+++ b/app/javascript/dashboard/i18n/locale/fa/conversation.json
@@ -64,7 +64,14 @@
       "SNOOZED_UNTIL": "به تعویق افتاده تا",
       "SNOOZED_UNTIL_TOMORROW": "تا فردا به تعویق افتاد",
       "SNOOZED_UNTIL_NEXT_WEEK": "تا هفته آینده به تعویق افتاد",
-      "SNOOZED_UNTIL_NEXT_REPLY": "تا پاسخ بعدی به تعویق افتاد"
+      "SNOOZED_UNTIL_NEXT_REPLY": "تا پاسخ بعدی به تعویق افتاد",
+      "SLA_STATUS": {
+        "FRT": "FRT {status}",
+        "NRT": "NRT {status}",
+        "RT": "RT {status}",
+        "MISSED": "missed",
+        "DUE": "due"
+      }
     },
     "RESOLVE_DROPDOWN": {
       "MARK_PENDING": "علامت گذاری به عنوان در انتظار",
diff --git a/app/javascript/dashboard/i18n/locale/fa/general.json b/app/javascript/dashboard/i18n/locale/fa/general.json
new file mode 100644
index 000000000..25bb4dfb7
--- /dev/null
+++ b/app/javascript/dashboard/i18n/locale/fa/general.json
@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}
diff --git a/app/javascript/dashboard/i18n/locale/fa/generalSettings.json b/app/javascript/dashboard/i18n/locale/fa/generalSettings.json
index d155baaa6..52604e670 100644
--- a/app/javascript/dashboard/i18n/locale/fa/generalSettings.json
+++ b/app/javascript/dashboard/i18n/locale/fa/generalSettings.json
@@ -87,7 +87,10 @@
       "conversation_assignment": "مکالمه اختصاص داده شد",
       "assigned_conversation_new_message": "پیام جدید",
       "participating_conversation_new_message": "پیام جدید",
-      "conversation_mention": "اشاره"
+      "conversation_mention": "اشاره",
+      "sla_missed_first_response": "SLA Missed",
+      "sla_missed_next_response": "SLA Missed",
+      "sla_missed_resolution": "SLA Missed"
     }
   },
   "NETWORK": {
diff --git a/app/javascript/dashboard/i18n/locale/fa/inbox.json b/app/javascript/dashboard/i18n/locale/fa/inbox.json
index 8b772cc0b..aa58c98cd 100644
--- a/app/javascript/dashboard/i18n/locale/fa/inbox.json
+++ b/app/javascript/dashboard/i18n/locale/fa/inbox.json
@@ -4,24 +4,28 @@
       "TITLE": "صندوق ورودی",
       "DISPLAY_DROPDOWN": "Display",
       "LOADING": "Fetching notifications",
-      "EOF": "همه اعلان ها بارگیری شدند 🎉",
       "404": "There are no active notifications in this group.",
       "NO_NOTIFICATIONS": "No notifications",
       "NOTE": "آگاه‌سازی‌ها از همه صندوق‌های ورودی مشترک",
+      "NO_MESSAGES_AVAILABLE": "Oops! Not able to fetch messages",
       "SNOOZED_UNTIL": "به تعویق افتاده تا",
       "SNOOZED_UNTIL_TOMORROW": "تا فردا به تعویق افتاد",
       "SNOOZED_UNTIL_NEXT_WEEK": "تا هفته آینده به تعویق افتاد"
     },
     "ACTION_HEADER": {
       "SNOOZE": "به تعویق انداختن آگاه‌سازی",
-      "DELETE": "حذف آگاه‌سازی"
+      "DELETE": "حذف آگاه‌سازی",
+      "BACK": "بازگشت"
     },
     "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",
diff --git a/app/javascript/dashboard/i18n/locale/fa/integrations.json b/app/javascript/dashboard/i18n/locale/fa/integrations.json
index 14254c4bb..9d2a1e788 100644
--- a/app/javascript/dashboard/i18n/locale/fa/integrations.json
+++ b/app/javascript/dashboard/i18n/locale/fa/integrations.json
@@ -145,7 +145,7 @@
         "TITLE": "Tone",
         "OPTIONS": {
           "PROFESSIONAL": "Professional",
-          "FRIENDLY": "Friendly"
+          "FRIENDLY": "دوستانه"
         }
       },
       "BUTTONS": {
diff --git a/app/javascript/dashboard/i18n/locale/fa/report.json b/app/javascript/dashboard/i18n/locale/fa/report.json
index b171704d1..63f978af3 100644
--- a/app/javascript/dashboard/i18n/locale/fa/report.json
+++ b/app/javascript/dashboard/i18n/locale/fa/report.json
@@ -35,6 +35,14 @@
         "NAME": "تعداد مسائل حل شده",
         "DESC": "( جمع کل )"
       },
+      "BOT_RESOLUTION_COUNT": {
+        "NAME": "تعداد مسائل حل شده",
+        "DESC": "( جمع کل )"
+      },
+      "BOT_HANDOFF_COUNT": {
+        "NAME": "Handoff Count",
+        "DESC": "( جمع کل )"
+      },
       "REPLY_TIME": {
         "NAME": "Customer waiting time",
         "TOOLTIP_TEXT": "Waiting time is %{metricValue} (based on %{conversationCount} replies)"
@@ -130,7 +138,11 @@
         "groupBy": "ماه"
       }
     ],
-    "BUSINESS_HOURS": "ساعت کاری"
+    "BUSINESS_HOURS": "ساعت کاری",
+    "FILTER_ACTIONS": {
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "نتیجه‌ای یافت نشد"
+    }
   },
   "AGENT_REPORTS": {
     "HEADER": "نمای کلی ایجنت ها",
@@ -433,6 +445,27 @@
       }
     }
   },
+  "BOT_REPORTS": {
+    "HEADER": "گزارش‌های ربات",
+    "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": "بررسی اجمالی",
     "LIVE": "زنده",
@@ -476,5 +509,54 @@
     "THURSDAY": "پنج‌شنبه",
     "FRIDAY": "جمعه",
     "SATURDAY": "شنبه"
+  },
+  "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": "افزودن فیلتر",
+      "CLEAR_ALL": "Clear all",
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "نتیجه‌ای یافت نشد",
+      "NO_FILTER": "No filters available",
+      "SEARCH": "Search filter",
+      "INPUT_PLACEHOLDER": {
+        "SLA": "SLA name",
+        "AGENTS": "اسم ایجنت",
+        "INBOXES": "نام صندوق ورودی",
+        "LABELS": "نام برچسب",
+        "TEAMS": "نام تیم"
+      },
+      "SLA": "SLA Policy",
+      "INBOXES": "صندوق ورودی",
+      "AGENTS": "ایجنت",
+      "LABELS": "برچسب",
+      "TEAMS": "تیم‌"
+    },
+    "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": "گفتگو",
+        "AGENT": "ایجنت"
+      },
+      "VIEW_DETAILS": "View Details"
+    }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/fa/settings.json b/app/javascript/dashboard/i18n/locale/fa/settings.json
index f8790b224..84e05b3bc 100644
--- a/app/javascript/dashboard/i18n/locale/fa/settings.json
+++ b/app/javascript/dashboard/i18n/locale/fa/settings.json
@@ -83,7 +83,10 @@
         "CONVERSATION_CREATION": "هر وقت گفتگوی جدیدی شروع شد برای من ایمیل بفرست",
         "CONVERSATION_MENTION": "هنگامی که از شما در گفتگو نام برده می‌شود، از طریق ایمیل آگاه‌سازی ارسال کن",
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "با ایجاد پیام جدید در مکالمه اختصاصی ، اعلان های ایمیل را ارسال کنید",
-        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "هنگامی که یک پیام جدید در یک مکالمه شرکت کننده ایجاد می شود، اعلان های ایمیل ارسال کنید"
+        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "هنگامی که یک پیام جدید در یک مکالمه شرکت کننده ایجاد می شود، اعلان های ایمیل ارسال کنید",
+        "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": "تغییرات تنظیمات اعلامیه‌ها با موفقیت ثبت شد",
@@ -98,7 +101,10 @@
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "وقتی پیام جدیدی در مکالمه اختصاص داده شده ایجاد می شود ، پوش نوتیفیکیشن را ارسال کنید",
         "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "هنگامی که یک پیام جدید در یک مکالمه شرکت کننده ایجاد می شود، اعلان فشار ارسال کنید",
         "HAS_ENABLED_PUSH": "در این مرورگر پوش نوتیفیکیشن را فعال کرده‌اید",
-        "REQUEST_PUSH": "فعال کردن پوش نوتیفیکیشن"
+        "REQUEST_PUSH": "فعال کردن پوش نوتیفیکیشن",
+        "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": "عکس پروفایل"
@@ -199,6 +205,7 @@
   "SIDEBAR": {
     "CURRENTLY_VIEWING_ACCOUNT": "در حال مشاهده:",
     "SWITCH": "تعویض",
+    "INBOX_VIEW": "Inbox View",
     "CONVERSATIONS": "گفتگوها",
     "INBOX": "صندوق ورودی",
     "ALL_CONVERSATIONS": "همه گفتگوها",
@@ -237,6 +244,8 @@
     "CAMPAIGNS": "کمپین ها",
     "ONGOING": "درحال انجام",
     "ONE_OFF": "یکبار مصرف",
+    "REPORTS_SLA": "SLA",
+    "REPORTS_BOT": "ربات",
     "REPORTS_AGENT": "ایجنت ها",
     "REPORTS_LABEL": "برچسب‌ها",
     "REPORTS_INBOX": "صندوق ورودی",
diff --git a/app/javascript/dashboard/i18n/locale/fa/sla.json b/app/javascript/dashboard/i18n/locale/fa/sla.json
index 3c11516ce..07f4b1d1d 100644
--- a/app/javascript/dashboard/i18n/locale/fa/sla.json
+++ b/app/javascript/dashboard/i18n/locale/fa/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": "هیچ گزینه‌ای با این شرایط پیدا نشد",
-    "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": [
-        "نام",
-        "توضیحات",
-        "FRT",
-        "NRT",
-        "RT",
-        "ساعت کاری"
-      ]
+      "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": "خطایی پیش آمد. لطفا دوباره امتحان کنید"
       }
     },
-    "EDIT": {
-      "TITLE": "Edit SLA",
+    "DELETE": {
+      "TITLE": "Delete SLA",
       "API": {
-        "SUCCESS_MESSAGE": "SLA updated successfully",
+        "SUCCESS_MESSAGE": "SLA deleted successfully",
         "ERROR_MESSAGE": "خطایی پیش آمد. لطفا دوباره امتحان کنید"
+      },
+      "CONFIRM": {
+        "TITLE": "تاییدیه حذف",
+        "MESSAGE": "Are you sure you want to delete ",
+        "YES": "بله، حذف شود ",
+        "NO": "خیر، نگه‌دار "
       }
+    },
+    "EVENTS": {
+      "TITLE": "SLA Misses",
+      "FRT": "زمان تا اولین پاسخ",
+      "NRT": "Next response time",
+      "RT": "Resolution time",
+      "SHOW_MORE": "{count} more",
+      "HIDE": "Hide {count} rows"
     }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/fi/contact.json b/app/javascript/dashboard/i18n/locale/fi/contact.json
index 842c97dd6..0c511127c 100644
--- a/app/javascript/dashboard/i18n/locale/fi/contact.json
+++ b/app/javascript/dashboard/i18n/locale/fi/contact.json
@@ -296,6 +296,8 @@
     "BUTTON": "Add custom attribute",
     "NOT_AVAILABLE": "There are no custom attributes available for this contact.",
     "COPY_SUCCESSFUL": "Kopioitu leikepöydälle onnistuneesti",
+    "SHOW_MORE": "Show all attributes",
+    "SHOW_LESS": "Show less attributes",
     "ACTIONS": {
       "COPY": "Copy attribute",
       "DELETE": "Delete attribute",
diff --git a/app/javascript/dashboard/i18n/locale/fi/contactFilters.json b/app/javascript/dashboard/i18n/locale/fi/contactFilters.json
index 64228b69b..a5d6c1b86 100644
--- a/app/javascript/dashboard/i18n/locale/fi/contactFilters.json
+++ b/app/javascript/dashboard/i18n/locale/fi/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",
diff --git a/app/javascript/dashboard/i18n/locale/fi/conversation.json b/app/javascript/dashboard/i18n/locale/fi/conversation.json
index 648321301..b848049b9 100644
--- a/app/javascript/dashboard/i18n/locale/fi/conversation.json
+++ b/app/javascript/dashboard/i18n/locale/fi/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",
diff --git a/app/javascript/dashboard/i18n/locale/fi/general.json b/app/javascript/dashboard/i18n/locale/fi/general.json
new file mode 100644
index 000000000..25bb4dfb7
--- /dev/null
+++ b/app/javascript/dashboard/i18n/locale/fi/general.json
@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}
diff --git a/app/javascript/dashboard/i18n/locale/fi/generalSettings.json b/app/javascript/dashboard/i18n/locale/fi/generalSettings.json
index 33073a4f4..beea6efac 100644
--- a/app/javascript/dashboard/i18n/locale/fi/generalSettings.json
+++ b/app/javascript/dashboard/i18n/locale/fi/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": {
diff --git a/app/javascript/dashboard/i18n/locale/fi/inbox.json b/app/javascript/dashboard/i18n/locale/fi/inbox.json
index f01ed9b84..d9efecb54 100644
--- a/app/javascript/dashboard/i18n/locale/fi/inbox.json
+++ b/app/javascript/dashboard/i18n/locale/fi/inbox.json
@@ -4,24 +4,28 @@
       "TITLE": "Inbox",
       "DISPLAY_DROPDOWN": "Display",
       "LOADING": "Fetching notifications",
-      "EOF": "Kaikki ilmoitukset ladattu 🎉",
       "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": "Takaisin"
     },
     "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",
diff --git a/app/javascript/dashboard/i18n/locale/fi/report.json b/app/javascript/dashboard/i18n/locale/fi/report.json
index a5bdbd38c..5716f05ec 100644
--- a/app/javascript/dashboard/i18n/locale/fi/report.json
+++ b/app/javascript/dashboard/i18n/locale/fi/report.json
@@ -35,6 +35,14 @@
         "NAME": "Selvitysmäärä",
         "DESC": "(yhteensä)"
       },
+      "BOT_RESOLUTION_COUNT": {
+        "NAME": "Selvitysmäärä",
+        "DESC": "(yhteensä)"
+      },
+      "BOT_HANDOFF_COUNT": {
+        "NAME": "Handoff Count",
+        "DESC": "(yhteensä)"
+      },
       "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": "Tuloksia ei löytynyt"
+    }
   },
   "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": "Tuloksia ei löytynyt",
+      "NO_FILTER": "No filters available",
+      "SEARCH": "Search filter",
+      "INPUT_PLACEHOLDER": {
+        "SLA": "SLA name",
+        "AGENTS": "Agent name",
+        "INBOXES": "Inbox name",
+        "LABELS": "Tunnisteen nimi",
+        "TEAMS": "Team name"
+      },
+      "SLA": "SLA Policy",
+      "INBOXES": "Inbox",
+      "AGENTS": "Edustajat",
+      "LABELS": "Label",
+      "TEAMS": "Tiimi"
+    },
+    "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": "Edustajat"
+      },
+      "VIEW_DETAILS": "View Details"
+    }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/fi/settings.json b/app/javascript/dashboard/i18n/locale/fi/settings.json
index c176a1257..ebe2cd9f0 100644
--- a/app/javascript/dashboard/i18n/locale/fi/settings.json
+++ b/app/javascript/dashboard/i18n/locale/fi/settings.json
@@ -83,7 +83,10 @@
         "CONVERSATION_CREATION": "Lähetä sähköposti-ilmoitus, kun keskustelu on määritetty minulle",
         "CONVERSATION_MENTION": "Send email notifications when you are mentioned in a conversation",
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Lähetä sähköposti-ilmoitus, kun uusi viesti saapuu minulle osoitettuun keskusteluun",
-        "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": "Ilmoitusasetuksesi päivitetään onnistuneesti",
@@ -98,7 +101,10 @@
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Lähetä push-ilmoitus, kun uusi viesti saapuu minulle osoitettuun keskusteluun",
         "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Send push notifications when a new message is created in a participating conversation",
         "HAS_ENABLED_PUSH": "Tämän selaimen push-ilmoitukset on otettu käyttöön.",
-        "REQUEST_PUSH": "Ota push-ilmoitukset käyttöön"
+        "REQUEST_PUSH": "Ota push-ilmoitukset käyttöön",
+        "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": "Profiilikuva"
@@ -199,6 +205,7 @@
   "SIDEBAR": {
     "CURRENTLY_VIEWING_ACCOUNT": "Currently viewing:",
     "SWITCH": "Switch",
+    "INBOX_VIEW": "Inbox View",
     "CONVERSATIONS": "Keskustelut",
     "INBOX": "Inbox",
     "ALL_CONVERSATIONS": "All Conversations",
@@ -237,6 +244,8 @@
     "CAMPAIGNS": "Campaigns",
     "ONGOING": "Ongoing",
     "ONE_OFF": "One off",
+    "REPORTS_SLA": "SLA",
+    "REPORTS_BOT": "Botti",
     "REPORTS_AGENT": "Edustajat",
     "REPORTS_LABEL": "Tunnisteet",
     "REPORTS_INBOX": "Inbox",
diff --git a/app/javascript/dashboard/i18n/locale/fi/sla.json b/app/javascript/dashboard/i18n/locale/fi/sla.json
index d51922e89..45dab68a5 100644
--- a/app/javascript/dashboard/i18n/locale/fi/sla.json
+++ b/app/javascript/dashboard/i18n/locale/fi/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": "Tätä hakua vastaavia kohteita ei löydy",
-    "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": [
-        "Nimi",
-        "Kuvaus",
-        "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": "Tapahtui virhe, yritä uudelleen"
       }
     },
-    "EDIT": {
-      "TITLE": "Edit SLA",
+    "DELETE": {
+      "TITLE": "Delete SLA",
       "API": {
-        "SUCCESS_MESSAGE": "SLA updated successfully",
+        "SUCCESS_MESSAGE": "SLA deleted successfully",
         "ERROR_MESSAGE": "Tapahtui virhe, yritä uudelleen"
+      },
+      "CONFIRM": {
+        "TITLE": "Vahvista poistaminen",
+        "MESSAGE": "Are you sure you want to delete ",
+        "YES": "Kyllä, poista ",
+        "NO": "Ei, säilytä "
       }
+    },
+    "EVENTS": {
+      "TITLE": "SLA Misses",
+      "FRT": "Ensimmäinen vasteaika",
+      "NRT": "Next response time",
+      "RT": "Resolution time",
+      "SHOW_MORE": "{count} more",
+      "HIDE": "Hide {count} rows"
     }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/fr/contact.json b/app/javascript/dashboard/i18n/locale/fr/contact.json
index 1f042f9b5..41b318c3d 100644
--- a/app/javascript/dashboard/i18n/locale/fr/contact.json
+++ b/app/javascript/dashboard/i18n/locale/fr/contact.json
@@ -296,6 +296,8 @@
     "BUTTON": "Ajouter un attribut personnalisé",
     "NOT_AVAILABLE": "Il n'y a aucun attribut personnalisé disponible pour ce contact.",
     "COPY_SUCCESSFUL": "Copié dans le presse-papiers avec succès",
+    "SHOW_MORE": "Show all attributes",
+    "SHOW_LESS": "Show less attributes",
     "ACTIONS": {
       "COPY": "Copier l'attribut",
       "DELETE": "Supprimer l'attribut",
diff --git a/app/javascript/dashboard/i18n/locale/fr/contactFilters.json b/app/javascript/dashboard/i18n/locale/fr/contactFilters.json
index fc8060bc9..22f4f57f3 100644
--- a/app/javascript/dashboard/i18n/locale/fr/contactFilters.json
+++ b/app/javascript/dashboard/i18n/locale/fr/contactFilters.json
@@ -44,7 +44,8 @@
       "CUSTOM_ATTRIBUTE_CHECKBOX": "Case à cocher",
       "CREATED_AT": "Créé le",
       "LAST_ACTIVITY": "Dernière activité",
-      "REFERER_LINK": "Lien de référence"
+      "REFERER_LINK": "Lien de référence",
+      "BLOCKED": "Blocked"
     },
     "GROUPS": {
       "STANDARD_FILTERS": "Filtres standards",
diff --git a/app/javascript/dashboard/i18n/locale/fr/conversation.json b/app/javascript/dashboard/i18n/locale/fr/conversation.json
index bc17789f4..9235d0dee 100644
--- a/app/javascript/dashboard/i18n/locale/fr/conversation.json
+++ b/app/javascript/dashboard/i18n/locale/fr/conversation.json
@@ -64,7 +64,14 @@
       "SNOOZED_UNTIL": "Reporter jusqu'à",
       "SNOOZED_UNTIL_TOMORROW": "Reporté jusqu'à demain",
       "SNOOZED_UNTIL_NEXT_WEEK": "Reporté jusqu'à la semaine prochaine",
-      "SNOOZED_UNTIL_NEXT_REPLY": "Reporté jusqu'à la prochaine réponse"
+      "SNOOZED_UNTIL_NEXT_REPLY": "Reporté jusqu'à la prochaine réponse",
+      "SLA_STATUS": {
+        "FRT": "FRT {status}",
+        "NRT": "NRT {status}",
+        "RT": "RT {status}",
+        "MISSED": "missed",
+        "DUE": "due"
+      }
     },
     "RESOLVE_DROPDOWN": {
       "MARK_PENDING": "Marquer comme en attente",
diff --git a/app/javascript/dashboard/i18n/locale/fr/general.json b/app/javascript/dashboard/i18n/locale/fr/general.json
new file mode 100644
index 000000000..25bb4dfb7
--- /dev/null
+++ b/app/javascript/dashboard/i18n/locale/fr/general.json
@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}
diff --git a/app/javascript/dashboard/i18n/locale/fr/generalSettings.json b/app/javascript/dashboard/i18n/locale/fr/generalSettings.json
index a6591278d..e35100090 100644
--- a/app/javascript/dashboard/i18n/locale/fr/generalSettings.json
+++ b/app/javascript/dashboard/i18n/locale/fr/generalSettings.json
@@ -87,7 +87,10 @@
       "conversation_assignment": "Conversation assignée",
       "assigned_conversation_new_message": "Nouveau message",
       "participating_conversation_new_message": "Nouveau 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": {
diff --git a/app/javascript/dashboard/i18n/locale/fr/inbox.json b/app/javascript/dashboard/i18n/locale/fr/inbox.json
index 7e5c71009..0e74c5561 100644
--- a/app/javascript/dashboard/i18n/locale/fr/inbox.json
+++ b/app/javascript/dashboard/i18n/locale/fr/inbox.json
@@ -4,24 +4,28 @@
       "TITLE": "Boîte de réception",
       "DISPLAY_DROPDOWN": "Display",
       "LOADING": "Chargement des notifications",
-      "EOF": "Toutes les notifications ont été chargées 🎉",
       "404": "Il n'y a aucune notification active dans ce groupe.",
       "NO_NOTIFICATIONS": "No notifications",
       "NOTE": "Notifications from all subscribed inboxes",
+      "NO_MESSAGES_AVAILABLE": "Oops! Not able to fetch messages",
       "SNOOZED_UNTIL": "Reporter jusqu'à",
       "SNOOZED_UNTIL_TOMORROW": "Reporté jusqu'à demain",
       "SNOOZED_UNTIL_NEXT_WEEK": "Reporté jusqu'à la semaine prochaine"
     },
     "ACTION_HEADER": {
       "SNOOZE": "Snooze notification",
-      "DELETE": "Delete notification"
+      "DELETE": "Delete notification",
+      "BACK": "Précédent"
     },
     "TYPES": {
       "CONVERSATION_MENTION": "Vous avez été cité dans une conversation",
       "CONVERSATION_CREATION": "Nouvelle conversation créée",
       "CONVERSATION_ASSIGNMENT": "Une conversation vous a été attribuée",
       "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Nouveau message dans une conversation attribuée",
-      "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Nouveau message dans une conversation à laquelle vous participez"
+      "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Nouveau message dans une conversation à laquelle vous participez",
+      "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",
diff --git a/app/javascript/dashboard/i18n/locale/fr/report.json b/app/javascript/dashboard/i18n/locale/fr/report.json
index 232bbc906..ab14858e6 100644
--- a/app/javascript/dashboard/i18n/locale/fr/report.json
+++ b/app/javascript/dashboard/i18n/locale/fr/report.json
@@ -35,6 +35,14 @@
         "NAME": "Nombre de résolutions",
         "DESC": "(Total)"
       },
+      "BOT_RESOLUTION_COUNT": {
+        "NAME": "Nombre de résolutions",
+        "DESC": "(Total)"
+      },
+      "BOT_HANDOFF_COUNT": {
+        "NAME": "Handoff Count",
+        "DESC": "(Total)"
+      },
       "REPLY_TIME": {
         "NAME": "Temps d'attente du client",
         "TOOLTIP_TEXT": "Waiting time is %{metricValue} (based on %{conversationCount} replies)"
@@ -130,7 +138,11 @@
         "groupBy": "Mois"
       }
     ],
-    "BUSINESS_HOURS": "Heures de bureau"
+    "BUSINESS_HOURS": "Heures de bureau",
+    "FILTER_ACTIONS": {
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "Aucun résultat trouvé"
+    }
   },
   "AGENT_REPORTS": {
     "HEADER": "Présentation des agents",
@@ -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": "Vue d'ensemble",
     "LIVE": "En direct",
@@ -476,5 +509,54 @@
     "THURSDAY": "Jeudi",
     "FRIDAY": "Vendredi",
     "SATURDAY": "Samedi"
+  },
+  "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": "Ajouter un filtre",
+      "CLEAR_ALL": "Clear all",
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "Aucun résultat trouvé",
+      "NO_FILTER": "No filters available",
+      "SEARCH": "Search filter",
+      "INPUT_PLACEHOLDER": {
+        "SLA": "SLA name",
+        "AGENTS": "Nom de l'agent",
+        "INBOXES": "Nom de la boîte de réception",
+        "LABELS": "Nom de l'étiquette",
+        "TEAMS": "Nom de l'équipe"
+      },
+      "SLA": "SLA Policy",
+      "INBOXES": "Boîte de réception",
+      "AGENTS": "Agent",
+      "LABELS": "Étiquettes",
+      "TEAMS": "Équipes"
+    },
+    "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"
+    }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/fr/settings.json b/app/javascript/dashboard/i18n/locale/fr/settings.json
index 9baf82516..bdc5633d3 100644
--- a/app/javascript/dashboard/i18n/locale/fr/settings.json
+++ b/app/javascript/dashboard/i18n/locale/fr/settings.json
@@ -83,7 +83,10 @@
         "CONVERSATION_CREATION": "Envoyer des notifications par courriel quand une nouvelle conversation est créée",
         "CONVERSATION_MENTION": "Envoyer des notifications par courriel lorsque vous êtes mentionné dans une conversation",
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Envoyer des notifications par courriel lorsqu'un nouveau message est créé dans une conversation assignée",
-        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Envoyer des notifications par courriel lorsqu'un nouveau message est créé dans une conversation assignée"
+        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Envoyer des notifications par courriel lorsqu'un nouveau message est créé dans une conversation assignée",
+        "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": "Vos préférences de notifications ont été mises à jour avec succès",
@@ -98,7 +101,10 @@
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Envoyer des notifications push lorsqu'un nouveau message est créé dans une conversation assignée",
         "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Envoyer des notifications par courriel lorsqu'un nouveau message est créé dans une conversation assignée",
         "HAS_ENABLED_PUSH": "Vous avez activé les notifications pour ce navigateur.",
-        "REQUEST_PUSH": "Activer les notifications push"
+        "REQUEST_PUSH": "Activer les notifications push",
+        "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": "Image de profil"
@@ -199,6 +205,7 @@
   "SIDEBAR": {
     "CURRENTLY_VIEWING_ACCOUNT": "En cours de visualisation:",
     "SWITCH": "Commuter",
+    "INBOX_VIEW": "Inbox View",
     "CONVERSATIONS": "Conversations",
     "INBOX": "Boîte de réception",
     "ALL_CONVERSATIONS": "Toutes les conversations",
@@ -237,6 +244,8 @@
     "CAMPAIGNS": "Campagnes",
     "ONGOING": "En cours",
     "ONE_OFF": "Isolées",
+    "REPORTS_SLA": "SLA",
+    "REPORTS_BOT": "Bot",
     "REPORTS_AGENT": "Agents",
     "REPORTS_LABEL": "Étiquettes",
     "REPORTS_INBOX": "Boîte de réception",
diff --git a/app/javascript/dashboard/i18n/locale/fr/sla.json b/app/javascript/dashboard/i18n/locale/fr/sla.json
index bf9e31063..866bd8208 100644
--- a/app/javascript/dashboard/i18n/locale/fr/sla.json
+++ b/app/javascript/dashboard/i18n/locale/fr/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": "Il n'y a aucun élément correspondant à cette requête",
-    "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",
-        "Description",
-        "FRT",
-        "NRT",
-        "RT",
-        "Heures de bureau"
-      ]
+      "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": "Une erreur est survenue, veuillez réessayer"
       }
     },
-    "EDIT": {
-      "TITLE": "Edit SLA",
+    "DELETE": {
+      "TITLE": "Delete SLA",
       "API": {
-        "SUCCESS_MESSAGE": "SLA updated successfully",
+        "SUCCESS_MESSAGE": "SLA deleted successfully",
         "ERROR_MESSAGE": "Une erreur est survenue, veuillez réessayer"
+      },
+      "CONFIRM": {
+        "TITLE": "Confirmer la suppression",
+        "MESSAGE": "Are you sure you want to delete ",
+        "YES": "Oui, supprimer ",
+        "NO": "Non, Conserver "
       }
+    },
+    "EVENTS": {
+      "TITLE": "SLA Misses",
+      "FRT": "Délai de la première réponse",
+      "NRT": "Next response time",
+      "RT": "Resolution time",
+      "SHOW_MORE": "{count} more",
+      "HIDE": "Hide {count} rows"
     }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/he/contact.json b/app/javascript/dashboard/i18n/locale/he/contact.json
index 50b992bab..e4427b55f 100644
--- a/app/javascript/dashboard/i18n/locale/he/contact.json
+++ b/app/javascript/dashboard/i18n/locale/he/contact.json
@@ -296,6 +296,8 @@
     "BUTTON": "הוסף מאפיין מותאם אישית",
     "NOT_AVAILABLE": "אין מאפיינים מותאמים אישית זמינים עבור איש קשר זה.",
     "COPY_SUCCESSFUL": "הועתק ללוח בהצלחה",
+    "SHOW_MORE": "Show all attributes",
+    "SHOW_LESS": "Show less attributes",
     "ACTIONS": {
       "COPY": "העתק מאפיין",
       "DELETE": "מחק מאפיין",
diff --git a/app/javascript/dashboard/i18n/locale/he/contactFilters.json b/app/javascript/dashboard/i18n/locale/he/contactFilters.json
index cc4c56afe..9b8a4b54a 100644
--- a/app/javascript/dashboard/i18n/locale/he/contactFilters.json
+++ b/app/javascript/dashboard/i18n/locale/he/contactFilters.json
@@ -44,7 +44,8 @@
       "CUSTOM_ATTRIBUTE_CHECKBOX": "תיבת סימון",
       "CREATED_AT": "הוקם ב",
       "LAST_ACTIVITY": "פעילות אחרונה",
-      "REFERER_LINK": "קישור מפנה"
+      "REFERER_LINK": "קישור מפנה",
+      "BLOCKED": "Blocked"
     },
     "GROUPS": {
       "STANDARD_FILTERS": "סננים סטנדרטיים",
diff --git a/app/javascript/dashboard/i18n/locale/he/conversation.json b/app/javascript/dashboard/i18n/locale/he/conversation.json
index 2ee7c9bd5..2d2435d35 100644
--- a/app/javascript/dashboard/i18n/locale/he/conversation.json
+++ b/app/javascript/dashboard/i18n/locale/he/conversation.json
@@ -64,7 +64,14 @@
       "SNOOZED_UNTIL": "Snoozed until",
       "SNOOZED_UNTIL_TOMORROW": "נמנם עד מחר",
       "SNOOZED_UNTIL_NEXT_WEEK": "נמנם עד שבוע הבא",
-      "SNOOZED_UNTIL_NEXT_REPLY": "נמנם עד תגובה הבאה"
+      "SNOOZED_UNTIL_NEXT_REPLY": "נמנם עד תגובה הבאה",
+      "SLA_STATUS": {
+        "FRT": "FRT {status}",
+        "NRT": "NRT {status}",
+        "RT": "RT {status}",
+        "MISSED": "missed",
+        "DUE": "due"
+      }
     },
     "RESOLVE_DROPDOWN": {
       "MARK_PENDING": "סמן כממתין",
diff --git a/app/javascript/dashboard/i18n/locale/he/general.json b/app/javascript/dashboard/i18n/locale/he/general.json
new file mode 100644
index 000000000..25bb4dfb7
--- /dev/null
+++ b/app/javascript/dashboard/i18n/locale/he/general.json
@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}
diff --git a/app/javascript/dashboard/i18n/locale/he/generalSettings.json b/app/javascript/dashboard/i18n/locale/he/generalSettings.json
index 612c5eefc..0833b47ac 100644
--- a/app/javascript/dashboard/i18n/locale/he/generalSettings.json
+++ b/app/javascript/dashboard/i18n/locale/he/generalSettings.json
@@ -87,7 +87,10 @@
       "conversation_assignment": "שיחה הוקצתה",
       "assigned_conversation_new_message": "הודעה חדשה",
       "participating_conversation_new_message": "הודעה חדשה",
-      "conversation_mention": "אִזְכּוּר"
+      "conversation_mention": "אִזְכּוּר",
+      "sla_missed_first_response": "SLA Missed",
+      "sla_missed_next_response": "SLA Missed",
+      "sla_missed_resolution": "SLA Missed"
     }
   },
   "NETWORK": {
diff --git a/app/javascript/dashboard/i18n/locale/he/inbox.json b/app/javascript/dashboard/i18n/locale/he/inbox.json
index 79fad6ef5..755c46238 100644
--- a/app/javascript/dashboard/i18n/locale/he/inbox.json
+++ b/app/javascript/dashboard/i18n/locale/he/inbox.json
@@ -4,24 +4,28 @@
       "TITLE": "תיבת הדואר הנכנס",
       "DISPLAY_DROPDOWN": "Display",
       "LOADING": "Fetching notifications",
-      "EOF": "כל ההתראות נטענו 🎉",
       "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": "נמנם עד מחר",
       "SNOOZED_UNTIL_NEXT_WEEK": "נמנם עד שבוע הבא"
     },
     "ACTION_HEADER": {
       "SNOOZE": "Snooze notification",
-      "DELETE": "Delete notification"
+      "DELETE": "Delete notification",
+      "BACK": "חזור"
     },
     "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",
diff --git a/app/javascript/dashboard/i18n/locale/he/report.json b/app/javascript/dashboard/i18n/locale/he/report.json
index 046805827..221078e86 100644
--- a/app/javascript/dashboard/i18n/locale/he/report.json
+++ b/app/javascript/dashboard/i18n/locale/he/report.json
@@ -35,6 +35,14 @@
         "NAME": "ספירת רזולוציות",
         "DESC": "( Total )"
       },
+      "BOT_RESOLUTION_COUNT": {
+        "NAME": "ספירת רזולוציות",
+        "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": "חודש"
       }
     ],
-    "BUSINESS_HOURS": "שעות פעילות"
+    "BUSINESS_HOURS": "שעות פעילות",
+    "FILTER_ACTIONS": {
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "לא נמצאו תוצאות"
+    }
   },
   "AGENT_REPORTS": {
     "HEADER": "סקירה כללית של סוכנים",
@@ -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": "סקירה כללית",
     "LIVE": "לחיות",
@@ -476,5 +509,54 @@
     "THURSDAY": "יום חמישי",
     "FRIDAY": "שישי",
     "SATURDAY": "יום שבת"
+  },
+  "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": "לא נמצאו תוצאות",
+      "NO_FILTER": "No filters available",
+      "SEARCH": "Search filter",
+      "INPUT_PLACEHOLDER": {
+        "SLA": "SLA name",
+        "AGENTS": "Agent name",
+        "INBOXES": "Inbox name",
+        "LABELS": "שם התווית",
+        "TEAMS": "שם קבוצה"
+      },
+      "SLA": "SLA Policy",
+      "INBOXES": "תיבת הדואר הנכנס",
+      "AGENTS": "סוכן",
+      "LABELS": "תווית",
+      "TEAMS": "צוות"
+    },
+    "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": "שיחה",
+        "AGENT": "סוכן"
+      },
+      "VIEW_DETAILS": "View Details"
+    }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/he/settings.json b/app/javascript/dashboard/i18n/locale/he/settings.json
index 89ea470d2..35ebb0d59 100644
--- a/app/javascript/dashboard/i18n/locale/he/settings.json
+++ b/app/javascript/dashboard/i18n/locale/he/settings.json
@@ -83,7 +83,10 @@
         "CONVERSATION_CREATION": "שלח התראה באימייל כאשר נפתחת שיחה חדשה",
         "CONVERSATION_MENTION": "שלח הודעות דחיפה כאשר אתה מוזכר בשיחה",
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "שלח התראה באימייל כאשר יש הודעה חדשה בשיחה המוקצית עבורי",
-        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "שלח הודעות דחיפה כאשר נוצרת הודעה חדשה בשיחה המיועדת עבורי"
+        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "שלח הודעות דחיפה כאשר נוצרת הודעה חדשה בשיחה המיועדת עבורי",
+        "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": "העדפות ההתראות עודכנו בהצלחה",
@@ -98,7 +101,10 @@
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "שלח התראת פוש כאשר יש הודעה חדשה בשיחה המוקצית עבורי",
         "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "שלח הודעות דחיפה כאשר נוצרת הודעה חדשה בשיחה המיועדת עבורי",
         "HAS_ENABLED_PUSH": "הודעות דחיפה בדפדפן זה הופעלו.",
-        "REQUEST_PUSH": "אפשר הודעות דחיפה"
+        "REQUEST_PUSH": "אפשר הודעות דחיפה",
+        "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": "תמונת פרופיל"
@@ -199,6 +205,7 @@
   "SIDEBAR": {
     "CURRENTLY_VIEWING_ACCOUNT": "צופה כרגע:",
     "SWITCH": "החלף",
+    "INBOX_VIEW": "Inbox View",
     "CONVERSATIONS": "שיחות",
     "INBOX": "תיבת הדואר הנכנס",
     "ALL_CONVERSATIONS": "כל השיחות",
@@ -237,6 +244,8 @@
     "CAMPAIGNS": "קמפיין",
     "ONGOING": "מתמשך",
     "ONE_OFF": "חד פעמי",
+    "REPORTS_SLA": "SLA",
+    "REPORTS_BOT": "בוט",
     "REPORTS_AGENT": "סוכנים",
     "REPORTS_LABEL": "תוויות",
     "REPORTS_INBOX": "תיבת הדואר הנכנס",
diff --git a/app/javascript/dashboard/i18n/locale/he/sla.json b/app/javascript/dashboard/i18n/locale/he/sla.json
index 9f4524f2c..ba7c1d656 100644
--- a/app/javascript/dashboard/i18n/locale/he/sla.json
+++ b/app/javascript/dashboard/i18n/locale/he/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": "אין פריטים התואמים לשאילתה זו",
-    "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": [
-        "שם",
-        "תיאור",
-        "FRT",
-        "NRT",
-        "RT",
-        "שעות פעילות"
-      ]
+      "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": "היתה שגיאה, בקשה נסה שוב"
       }
     },
-    "EDIT": {
-      "TITLE": "Edit SLA",
+    "DELETE": {
+      "TITLE": "Delete SLA",
       "API": {
-        "SUCCESS_MESSAGE": "SLA updated successfully",
+        "SUCCESS_MESSAGE": "SLA deleted successfully",
         "ERROR_MESSAGE": "היתה שגיאה, בקשה נסה שוב"
+      },
+      "CONFIRM": {
+        "TITLE": "אשר מחיקה",
+        "MESSAGE": "Are you sure you want to delete ",
+        "YES": "כן, מחק ",
+        "NO": "לא, השאר "
       }
+    },
+    "EVENTS": {
+      "TITLE": "SLA Misses",
+      "FRT": "First response time",
+      "NRT": "Next response time",
+      "RT": "Resolution time",
+      "SHOW_MORE": "{count} more",
+      "HIDE": "Hide {count} rows"
     }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/hi/contact.json b/app/javascript/dashboard/i18n/locale/hi/contact.json
index 5186fda9a..939138482 100644
--- a/app/javascript/dashboard/i18n/locale/hi/contact.json
+++ b/app/javascript/dashboard/i18n/locale/hi/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",
diff --git a/app/javascript/dashboard/i18n/locale/hi/contactFilters.json b/app/javascript/dashboard/i18n/locale/hi/contactFilters.json
index 09a543984..02d5dcf89 100644
--- a/app/javascript/dashboard/i18n/locale/hi/contactFilters.json
+++ b/app/javascript/dashboard/i18n/locale/hi/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",
diff --git a/app/javascript/dashboard/i18n/locale/hi/conversation.json b/app/javascript/dashboard/i18n/locale/hi/conversation.json
index cca1458b9..f1b7d1fb9 100644
--- a/app/javascript/dashboard/i18n/locale/hi/conversation.json
+++ b/app/javascript/dashboard/i18n/locale/hi/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",
diff --git a/app/javascript/dashboard/i18n/locale/hi/general.json b/app/javascript/dashboard/i18n/locale/hi/general.json
new file mode 100644
index 000000000..25bb4dfb7
--- /dev/null
+++ b/app/javascript/dashboard/i18n/locale/hi/general.json
@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}
diff --git a/app/javascript/dashboard/i18n/locale/hi/generalSettings.json b/app/javascript/dashboard/i18n/locale/hi/generalSettings.json
index 185d328a5..a252d776f 100644
--- a/app/javascript/dashboard/i18n/locale/hi/generalSettings.json
+++ b/app/javascript/dashboard/i18n/locale/hi/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": {
diff --git a/app/javascript/dashboard/i18n/locale/hi/inbox.json b/app/javascript/dashboard/i18n/locale/hi/inbox.json
index dcac5459f..137aac54b 100644
--- a/app/javascript/dashboard/i18n/locale/hi/inbox.json
+++ b/app/javascript/dashboard/i18n/locale/hi/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",
diff --git a/app/javascript/dashboard/i18n/locale/hi/report.json b/app/javascript/dashboard/i18n/locale/hi/report.json
index 6ff84c5f5..c27532783 100644
--- a/app/javascript/dashboard/i18n/locale/hi/report.json
+++ b/app/javascript/dashboard/i18n/locale/hi/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": "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"
+    }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/hi/settings.json b/app/javascript/dashboard/i18n/locale/hi/settings.json
index ca734fe43..11a6a914a 100644
--- a/app/javascript/dashboard/i18n/locale/hi/settings.json
+++ b/app/javascript/dashboard/i18n/locale/hi/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",
diff --git a/app/javascript/dashboard/i18n/locale/hi/sla.json b/app/javascript/dashboard/i18n/locale/hi/sla.json
index 806746b75..ce6e3d17e 100644
--- a/app/javascript/dashboard/i18n/locale/hi/sla.json
+++ b/app/javascript/dashboard/i18n/locale/hi/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"
     }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/hr/contact.json b/app/javascript/dashboard/i18n/locale/hr/contact.json
index 622e23d9a..c47606f99 100644
--- a/app/javascript/dashboard/i18n/locale/hr/contact.json
+++ b/app/javascript/dashboard/i18n/locale/hr/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",
diff --git a/app/javascript/dashboard/i18n/locale/hr/contactFilters.json b/app/javascript/dashboard/i18n/locale/hr/contactFilters.json
index 09a543984..02d5dcf89 100644
--- a/app/javascript/dashboard/i18n/locale/hr/contactFilters.json
+++ b/app/javascript/dashboard/i18n/locale/hr/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",
diff --git a/app/javascript/dashboard/i18n/locale/hr/conversation.json b/app/javascript/dashboard/i18n/locale/hr/conversation.json
index 7623d94a1..4f2f9341b 100644
--- a/app/javascript/dashboard/i18n/locale/hr/conversation.json
+++ b/app/javascript/dashboard/i18n/locale/hr/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",
diff --git a/app/javascript/dashboard/i18n/locale/hr/general.json b/app/javascript/dashboard/i18n/locale/hr/general.json
new file mode 100644
index 000000000..25bb4dfb7
--- /dev/null
+++ b/app/javascript/dashboard/i18n/locale/hr/general.json
@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}
diff --git a/app/javascript/dashboard/i18n/locale/hr/generalSettings.json b/app/javascript/dashboard/i18n/locale/hr/generalSettings.json
index 9ea0cb5b6..588262c7c 100644
--- a/app/javascript/dashboard/i18n/locale/hr/generalSettings.json
+++ b/app/javascript/dashboard/i18n/locale/hr/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": {
diff --git a/app/javascript/dashboard/i18n/locale/hr/inbox.json b/app/javascript/dashboard/i18n/locale/hr/inbox.json
index 9b4133d4c..7fb581c33 100644
--- a/app/javascript/dashboard/i18n/locale/hr/inbox.json
+++ b/app/javascript/dashboard/i18n/locale/hr/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",
diff --git a/app/javascript/dashboard/i18n/locale/hr/report.json b/app/javascript/dashboard/i18n/locale/hr/report.json
index 6ff84c5f5..b38fdf84c 100644
--- a/app/javascript/dashboard/i18n/locale/hr/report.json
+++ b/app/javascript/dashboard/i18n/locale/hr/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": "Nisu pronađeni rezultati"
+    }
   },
   "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": "Nisu pronađeni rezultati",
+      "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"
+    }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/hr/settings.json b/app/javascript/dashboard/i18n/locale/hr/settings.json
index 5de9f9ce5..1bd00da1b 100644
--- a/app/javascript/dashboard/i18n/locale/hr/settings.json
+++ b/app/javascript/dashboard/i18n/locale/hr/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",
diff --git a/app/javascript/dashboard/i18n/locale/hr/sla.json b/app/javascript/dashboard/i18n/locale/hr/sla.json
index 244f041f1..0f083d759 100644
--- a/app/javascript/dashboard/i18n/locale/hr/sla.json
+++ b/app/javascript/dashboard/i18n/locale/hr/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": "Ne postoji rezultat za zadano pretraživanje",
-    "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"
     }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/hu/contact.json b/app/javascript/dashboard/i18n/locale/hu/contact.json
index 80c092801..286984c3d 100644
--- a/app/javascript/dashboard/i18n/locale/hu/contact.json
+++ b/app/javascript/dashboard/i18n/locale/hu/contact.json
@@ -296,6 +296,8 @@
     "BUTTON": "Speciális attribútum hozzáadása",
     "NOT_AVAILABLE": "Ehhez a névjegyhez nem állnak rendelkezésre egyéni tulajdonságok.",
     "COPY_SUCCESSFUL": "Vágólapra másolva",
+    "SHOW_MORE": "Show all attributes",
+    "SHOW_LESS": "Show less attributes",
     "ACTIONS": {
       "COPY": "Attribútum másolása",
       "DELETE": "Attribútum törlése",
diff --git a/app/javascript/dashboard/i18n/locale/hu/contactFilters.json b/app/javascript/dashboard/i18n/locale/hu/contactFilters.json
index 7645f97e4..cb3d334b2 100644
--- a/app/javascript/dashboard/i18n/locale/hu/contactFilters.json
+++ b/app/javascript/dashboard/i18n/locale/hu/contactFilters.json
@@ -44,7 +44,8 @@
       "CUSTOM_ATTRIBUTE_CHECKBOX": "Jelölőnégyzet",
       "CREATED_AT": "Létrehozva",
       "LAST_ACTIVITY": "Utolsó aktivitás",
-      "REFERER_LINK": "Hivatkozás link"
+      "REFERER_LINK": "Hivatkozás link",
+      "BLOCKED": "Blocked"
     },
     "GROUPS": {
       "STANDARD_FILTERS": "Alap szűrők",
diff --git a/app/javascript/dashboard/i18n/locale/hu/conversation.json b/app/javascript/dashboard/i18n/locale/hu/conversation.json
index f4ea792c0..25513f242 100644
--- a/app/javascript/dashboard/i18n/locale/hu/conversation.json
+++ b/app/javascript/dashboard/i18n/locale/hu/conversation.json
@@ -64,7 +64,14 @@
       "SNOOZED_UNTIL": "Halasztás eddig",
       "SNOOZED_UNTIL_TOMORROW": "Halasztás holnapig",
       "SNOOZED_UNTIL_NEXT_WEEK": "Halasztás jövő hétig",
-      "SNOOZED_UNTIL_NEXT_REPLY": "Halasztás következő válaszig"
+      "SNOOZED_UNTIL_NEXT_REPLY": "Halasztás következő válaszig",
+      "SLA_STATUS": {
+        "FRT": "FRT {status}",
+        "NRT": "NRT {status}",
+        "RT": "RT {status}",
+        "MISSED": "missed",
+        "DUE": "due"
+      }
     },
     "RESOLVE_DROPDOWN": {
       "MARK_PENDING": "Függőben levőként megjelölés",
diff --git a/app/javascript/dashboard/i18n/locale/hu/general.json b/app/javascript/dashboard/i18n/locale/hu/general.json
new file mode 100644
index 000000000..25bb4dfb7
--- /dev/null
+++ b/app/javascript/dashboard/i18n/locale/hu/general.json
@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}
diff --git a/app/javascript/dashboard/i18n/locale/hu/generalSettings.json b/app/javascript/dashboard/i18n/locale/hu/generalSettings.json
index bad4ac35b..b725d644a 100644
--- a/app/javascript/dashboard/i18n/locale/hu/generalSettings.json
+++ b/app/javascript/dashboard/i18n/locale/hu/generalSettings.json
@@ -87,7 +87,10 @@
       "conversation_assignment": "Beszélgetés hozzárendelve",
       "assigned_conversation_new_message": "Új üzenet",
       "participating_conversation_new_message": "Új üzenet",
-      "conversation_mention": "Megemlítés"
+      "conversation_mention": "Megemlítés",
+      "sla_missed_first_response": "SLA Missed",
+      "sla_missed_next_response": "SLA Missed",
+      "sla_missed_resolution": "SLA Missed"
     }
   },
   "NETWORK": {
diff --git a/app/javascript/dashboard/i18n/locale/hu/inbox.json b/app/javascript/dashboard/i18n/locale/hu/inbox.json
index f16e033ef..da48a24e6 100644
--- a/app/javascript/dashboard/i18n/locale/hu/inbox.json
+++ b/app/javascript/dashboard/i18n/locale/hu/inbox.json
@@ -4,24 +4,28 @@
       "TITLE": "Fiók",
       "DISPLAY_DROPDOWN": "Display",
       "LOADING": "Értesítések lekérése",
-      "EOF": "Minden értesítés betöltve 🎉",
       "404": "Ebben a csoportban nincsenek aktív értesítések.",
       "NO_NOTIFICATIONS": "No notifications",
       "NOTE": "Értesítés az összes feliratkozott postafiókból",
+      "NO_MESSAGES_AVAILABLE": "Oops! Not able to fetch messages",
       "SNOOZED_UNTIL": "Halasztás eddig",
       "SNOOZED_UNTIL_TOMORROW": "Halasztás holnapig",
       "SNOOZED_UNTIL_NEXT_WEEK": "Halasztás jövő hétig"
     },
     "ACTION_HEADER": {
       "SNOOZE": "Értesítés alvó állapotban",
-      "DELETE": "Értesítés törlése"
+      "DELETE": "Értesítés törlése",
+      "BACK": "Vissza"
     },
     "TYPES": {
       "CONVERSATION_MENTION": "Önt megemlítették egy beszélgetésben",
       "CONVERSATION_CREATION": "Új beszélgetés létrehozása",
       "CONVERSATION_ASSIGNMENT": "Egy beszélgetés hozzád lett rendelve",
       "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Új üzenet egy kijelölt beszélgetésben",
-      "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Új üzenet egy beszélgetésben, amelyben részt vesz"
+      "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Új üzenet egy beszélgetésben, amelyben részt vesz",
+      "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",
diff --git a/app/javascript/dashboard/i18n/locale/hu/report.json b/app/javascript/dashboard/i18n/locale/hu/report.json
index 3b99acac0..8314f9958 100644
--- a/app/javascript/dashboard/i18n/locale/hu/report.json
+++ b/app/javascript/dashboard/i18n/locale/hu/report.json
@@ -35,6 +35,14 @@
         "NAME": "Megoldások száma",
         "DESC": "( Teljes )"
       },
+      "BOT_RESOLUTION_COUNT": {
+        "NAME": "Megoldások száma",
+        "DESC": "( Teljes )"
+      },
+      "BOT_HANDOFF_COUNT": {
+        "NAME": "Handoff Count",
+        "DESC": "( Teljes )"
+      },
       "REPLY_TIME": {
         "NAME": "Vevő várakozási idő",
         "TOOLTIP_TEXT": "Waiting time is %{metricValue} (based on %{conversationCount} replies)"
@@ -130,7 +138,11 @@
         "groupBy": "Month"
       }
     ],
-    "BUSINESS_HOURS": "Nyitvatartás"
+    "BUSINESS_HOURS": "Nyitvatartás",
+    "FILTER_ACTIONS": {
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "Nincs találat"
+    }
   },
   "AGENT_REPORTS": {
     "HEADER": "Ügynök áttekintés",
@@ -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": "Áttekintés",
     "LIVE": "Élő",
@@ -476,5 +509,54 @@
     "THURSDAY": "csütörtök",
     "FRIDAY": "péntek",
     "SATURDAY": "szombat"
+  },
+  "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": "Szűrő hozzáadása",
+      "CLEAR_ALL": "Clear all",
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "Nincs találat",
+      "NO_FILTER": "No filters available",
+      "SEARCH": "Search filter",
+      "INPUT_PLACEHOLDER": {
+        "SLA": "SLA name",
+        "AGENTS": "Ügynök neve",
+        "INBOXES": "Fiók név",
+        "LABELS": "Cimke neve",
+        "TEAMS": "Csapatnév"
+      },
+      "SLA": "SLA Policy",
+      "INBOXES": "Fiók",
+      "AGENTS": "Ügynök",
+      "LABELS": "Cimke",
+      "TEAMS": "Csapat"
+    },
+    "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": "Beszélgetés",
+        "AGENT": "Ügynök"
+      },
+      "VIEW_DETAILS": "View Details"
+    }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/hu/settings.json b/app/javascript/dashboard/i18n/locale/hu/settings.json
index 4143f9d32..05feb734b 100644
--- a/app/javascript/dashboard/i18n/locale/hu/settings.json
+++ b/app/javascript/dashboard/i18n/locale/hu/settings.json
@@ -83,7 +83,10 @@
         "CONVERSATION_CREATION": "Küldj e-mail értesítéseket, amikor egy új beszélgetés létrejön",
         "CONVERSATION_MENTION": "Küldj e-mail értesítéseket, amikor egy beszélgetésben megemlítenek",
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Küldj e-mail értesítéseket, amikor egy hozzám rendelt beszélgetésben új üzenet érkezik",
-        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Kapj e-mailt amikor egy üzenet létrejön egy hozzád rendelt beszélgetésben"
+        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Kapj e-mailt amikor egy üzenet létrejön egy hozzád rendelt beszélgetésben",
+        "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": "Az értesítési beállításaid sikeresen frissítve",
@@ -98,7 +101,10 @@
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Küldj push üzeneteket, amikor egy hozzám rendelt beszélgetésben új üzenet érkezik",
         "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Kapj push értesítést amikor egy üzenet létrejön egy hozzád rendelt beszélgetésben",
         "HAS_ENABLED_PUSH": "Engedélyezted a push üzeneteket ezen a böngészőn.",
-        "REQUEST_PUSH": "Push üznetek engedélyezése"
+        "REQUEST_PUSH": "Push üznetek engedélyezése",
+        "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": "Profilkép"
@@ -199,6 +205,7 @@
   "SIDEBAR": {
     "CURRENTLY_VIEWING_ACCOUNT": "Jelenleg nézi:",
     "SWITCH": "Váltás",
+    "INBOX_VIEW": "Inbox View",
     "CONVERSATIONS": "Beszélgetések",
     "INBOX": "Fiók",
     "ALL_CONVERSATIONS": "Beszélgetések",
@@ -237,6 +244,8 @@
     "CAMPAIGNS": "Kampányok",
     "ONGOING": "Folyamatban",
     "ONE_OFF": "Egyszeri",
+    "REPORTS_SLA": "SLA",
+    "REPORTS_BOT": "Bot",
     "REPORTS_AGENT": "Ügynökök",
     "REPORTS_LABEL": "Cimkék",
     "REPORTS_INBOX": "Fiók",
diff --git a/app/javascript/dashboard/i18n/locale/hu/sla.json b/app/javascript/dashboard/i18n/locale/hu/sla.json
index d56ecc835..e8f593edf 100644
--- a/app/javascript/dashboard/i18n/locale/hu/sla.json
+++ b/app/javascript/dashboard/i18n/locale/hu/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": "Nincs megfelelő elem",
-    "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": [
-        "Név",
-        "Leírás",
-        "FRT",
-        "NRT",
-        "RT",
-        "Nyitvatartás"
-      ]
+      "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": "Hiba történt, kérjük próbáld újra"
       }
     },
-    "EDIT": {
-      "TITLE": "Edit SLA",
+    "DELETE": {
+      "TITLE": "Delete SLA",
       "API": {
-        "SUCCESS_MESSAGE": "SLA updated successfully",
+        "SUCCESS_MESSAGE": "SLA deleted successfully",
         "ERROR_MESSAGE": "Hiba történt, kérjük próbáld újra"
+      },
+      "CONFIRM": {
+        "TITLE": "Törlés megerősítése",
+        "MESSAGE": "Are you sure you want to delete ",
+        "YES": "Igen, Törlés ",
+        "NO": "Nem, Mégse "
       }
+    },
+    "EVENTS": {
+      "TITLE": "SLA Misses",
+      "FRT": "Első reakció idő",
+      "NRT": "Next response time",
+      "RT": "Resolution time",
+      "SHOW_MORE": "{count} more",
+      "HIDE": "Hide {count} rows"
     }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/hy/contact.json b/app/javascript/dashboard/i18n/locale/hy/contact.json
index 5186fda9a..939138482 100644
--- a/app/javascript/dashboard/i18n/locale/hy/contact.json
+++ b/app/javascript/dashboard/i18n/locale/hy/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",
diff --git a/app/javascript/dashboard/i18n/locale/hy/contactFilters.json b/app/javascript/dashboard/i18n/locale/hy/contactFilters.json
index 09a543984..02d5dcf89 100644
--- a/app/javascript/dashboard/i18n/locale/hy/contactFilters.json
+++ b/app/javascript/dashboard/i18n/locale/hy/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",
diff --git a/app/javascript/dashboard/i18n/locale/hy/conversation.json b/app/javascript/dashboard/i18n/locale/hy/conversation.json
index cca1458b9..f1b7d1fb9 100644
--- a/app/javascript/dashboard/i18n/locale/hy/conversation.json
+++ b/app/javascript/dashboard/i18n/locale/hy/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",
diff --git a/app/javascript/dashboard/i18n/locale/hy/general.json b/app/javascript/dashboard/i18n/locale/hy/general.json
new file mode 100644
index 000000000..25bb4dfb7
--- /dev/null
+++ b/app/javascript/dashboard/i18n/locale/hy/general.json
@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}
diff --git a/app/javascript/dashboard/i18n/locale/hy/generalSettings.json b/app/javascript/dashboard/i18n/locale/hy/generalSettings.json
index 185d328a5..a252d776f 100644
--- a/app/javascript/dashboard/i18n/locale/hy/generalSettings.json
+++ b/app/javascript/dashboard/i18n/locale/hy/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": {
diff --git a/app/javascript/dashboard/i18n/locale/hy/inbox.json b/app/javascript/dashboard/i18n/locale/hy/inbox.json
index dcac5459f..137aac54b 100644
--- a/app/javascript/dashboard/i18n/locale/hy/inbox.json
+++ b/app/javascript/dashboard/i18n/locale/hy/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",
diff --git a/app/javascript/dashboard/i18n/locale/hy/report.json b/app/javascript/dashboard/i18n/locale/hy/report.json
index 6ff84c5f5..c27532783 100644
--- a/app/javascript/dashboard/i18n/locale/hy/report.json
+++ b/app/javascript/dashboard/i18n/locale/hy/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": "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"
+    }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/hy/settings.json b/app/javascript/dashboard/i18n/locale/hy/settings.json
index a953dbca0..bfc1a79df 100644
--- a/app/javascript/dashboard/i18n/locale/hy/settings.json
+++ b/app/javascript/dashboard/i18n/locale/hy/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",
diff --git a/app/javascript/dashboard/i18n/locale/hy/sla.json b/app/javascript/dashboard/i18n/locale/hy/sla.json
index 806746b75..ce6e3d17e 100644
--- a/app/javascript/dashboard/i18n/locale/hy/sla.json
+++ b/app/javascript/dashboard/i18n/locale/hy/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"
     }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/id/contact.json b/app/javascript/dashboard/i18n/locale/id/contact.json
index 8067691fb..ae3003304 100644
--- a/app/javascript/dashboard/i18n/locale/id/contact.json
+++ b/app/javascript/dashboard/i18n/locale/id/contact.json
@@ -296,6 +296,8 @@
     "BUTTON": "Tambahkan atribut kustom",
     "NOT_AVAILABLE": "Tidak ada atribut kustom yang tersedia untuk kontak ini.",
     "COPY_SUCCESSFUL": "Berhasil disalin ke clipboard",
+    "SHOW_MORE": "Show all attributes",
+    "SHOW_LESS": "Show less attributes",
     "ACTIONS": {
       "COPY": "Salin Atribut",
       "DELETE": "Hapus Atribut",
diff --git a/app/javascript/dashboard/i18n/locale/id/contactFilters.json b/app/javascript/dashboard/i18n/locale/id/contactFilters.json
index b4bc13c1c..bb86546df 100644
--- a/app/javascript/dashboard/i18n/locale/id/contactFilters.json
+++ b/app/javascript/dashboard/i18n/locale/id/contactFilters.json
@@ -44,7 +44,8 @@
       "CUSTOM_ATTRIBUTE_CHECKBOX": "Kotak Centang Kustom",
       "CREATED_AT": "Dibuat pada",
       "LAST_ACTIVITY": "Aktivitas Terakhir",
-      "REFERER_LINK": "Tautan Referrer"
+      "REFERER_LINK": "Tautan Referrer",
+      "BLOCKED": "Blocked"
     },
     "GROUPS": {
       "STANDARD_FILTERS": "Filter Standar",
diff --git a/app/javascript/dashboard/i18n/locale/id/conversation.json b/app/javascript/dashboard/i18n/locale/id/conversation.json
index aca542baa..b5cc2a05e 100644
--- a/app/javascript/dashboard/i18n/locale/id/conversation.json
+++ b/app/javascript/dashboard/i18n/locale/id/conversation.json
@@ -64,7 +64,14 @@
       "SNOOZED_UNTIL": "Ditunda hingga",
       "SNOOZED_UNTIL_TOMORROW": "Ditunda hingga besok",
       "SNOOZED_UNTIL_NEXT_WEEK": "Ditunda hingga minggu depan",
-      "SNOOZED_UNTIL_NEXT_REPLY": "Ditunda hingga balasan selanjutnya"
+      "SNOOZED_UNTIL_NEXT_REPLY": "Ditunda hingga balasan selanjutnya",
+      "SLA_STATUS": {
+        "FRT": "FRT {status}",
+        "NRT": "NRT {status}",
+        "RT": "RT {status}",
+        "MISSED": "missed",
+        "DUE": "due"
+      }
     },
     "RESOLVE_DROPDOWN": {
       "MARK_PENDING": "Tandai sebagai tertunda",
diff --git a/app/javascript/dashboard/i18n/locale/id/general.json b/app/javascript/dashboard/i18n/locale/id/general.json
new file mode 100644
index 000000000..25bb4dfb7
--- /dev/null
+++ b/app/javascript/dashboard/i18n/locale/id/general.json
@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}
diff --git a/app/javascript/dashboard/i18n/locale/id/generalSettings.json b/app/javascript/dashboard/i18n/locale/id/generalSettings.json
index b4ac1cacf..d703c99b5 100644
--- a/app/javascript/dashboard/i18n/locale/id/generalSettings.json
+++ b/app/javascript/dashboard/i18n/locale/id/generalSettings.json
@@ -87,7 +87,10 @@
       "conversation_assignment": "Percakapan ditugaskan",
       "assigned_conversation_new_message": "Pesan Baru",
       "participating_conversation_new_message": "Pesan Baru",
-      "conversation_mention": "Mention"
+      "conversation_mention": "Mention",
+      "sla_missed_first_response": "SLA Missed",
+      "sla_missed_next_response": "SLA Missed",
+      "sla_missed_resolution": "SLA Missed"
     }
   },
   "NETWORK": {
diff --git a/app/javascript/dashboard/i18n/locale/id/inbox.json b/app/javascript/dashboard/i18n/locale/id/inbox.json
index 3461e90c1..13a053aaf 100644
--- a/app/javascript/dashboard/i18n/locale/id/inbox.json
+++ b/app/javascript/dashboard/i18n/locale/id/inbox.json
@@ -4,24 +4,28 @@
       "TITLE": "Kotak masuk",
       "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": "Ditunda hingga",
       "SNOOZED_UNTIL_TOMORROW": "Ditunda hingga besok",
       "SNOOZED_UNTIL_NEXT_WEEK": "Ditunda hingga minggu depan"
     },
     "ACTION_HEADER": {
       "SNOOZE": "Snooze notification",
-      "DELETE": "Delete notification"
+      "DELETE": "Delete notification",
+      "BACK": "Kembali"
     },
     "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",
diff --git a/app/javascript/dashboard/i18n/locale/id/report.json b/app/javascript/dashboard/i18n/locale/id/report.json
index 872af13a3..7c601dd56 100644
--- a/app/javascript/dashboard/i18n/locale/id/report.json
+++ b/app/javascript/dashboard/i18n/locale/id/report.json
@@ -35,6 +35,14 @@
         "NAME": "Jumlah Terselesaikan",
         "DESC": "( Total )"
       },
+      "BOT_RESOLUTION_COUNT": {
+        "NAME": "Jumlah Terselesaikan",
+        "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": "Jam Kerja"
+    "BUSINESS_HOURS": "Jam Kerja",
+    "FILTER_ACTIONS": {
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "Tidak ada hasil ditemukan"
+    }
   },
   "AGENT_REPORTS": {
     "HEADER": "Gambaran Agen",
@@ -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": "Gambaran",
     "LIVE": "Langsung",
@@ -476,5 +509,54 @@
     "THURSDAY": "Kamis",
     "FRIDAY": "Jumat",
     "SATURDAY": "Sabtu"
+  },
+  "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": "Tidak ada hasil ditemukan",
+      "NO_FILTER": "No filters available",
+      "SEARCH": "Search filter",
+      "INPUT_PLACEHOLDER": {
+        "SLA": "SLA name",
+        "AGENTS": "Nama agen",
+        "INBOXES": "Nama kotak masuk",
+        "LABELS": "Nama label",
+        "TEAMS": "Nama Tim"
+      },
+      "SLA": "SLA Policy",
+      "INBOXES": "Kotak masuk",
+      "AGENTS": "Agen",
+      "LABELS": "Label",
+      "TEAMS": "Tim"
+    },
+    "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": "Percakapan",
+        "AGENT": "Agen"
+      },
+      "VIEW_DETAILS": "View Details"
+    }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/id/settings.json b/app/javascript/dashboard/i18n/locale/id/settings.json
index a652d9aae..345d8f2ed 100644
--- a/app/javascript/dashboard/i18n/locale/id/settings.json
+++ b/app/javascript/dashboard/i18n/locale/id/settings.json
@@ -83,7 +83,10 @@
         "CONVERSATION_CREATION": "Kirim notifikasi email ketika percakapan baru dibuat",
         "CONVERSATION_MENTION": "Kirim notifikasi email saat Anda disebut dalam percakapan",
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Kirim notifikasi email ketika pesan baru dibuat dalam percakapan yang telah ditugaskan",
-        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Kirim notifikasi email ketika pesan baru dibuat dalam percakapan yang Anda ikuti"
+        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Kirim notifikasi email ketika pesan baru dibuat dalam percakapan yang Anda ikuti",
+        "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": "Preferensi notifikasi Anda berhasil diperbarui",
@@ -98,7 +101,10 @@
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Kirim notifikasi push ketika pesan baru dibuat dalam percakapan yang telah ditugaskan",
         "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Kirim notifikasi push ketika pesan baru dibuat dalam percakapan yang Anda ikuti",
         "HAS_ENABLED_PUSH": "Anda telah mengaktifkan notifikasi push untuk browser ini.",
-        "REQUEST_PUSH": "Aktifkan notifikasi push"
+        "REQUEST_PUSH": "Aktifkan notifikasi push",
+        "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": "Foto Profil"
@@ -199,6 +205,7 @@
   "SIDEBAR": {
     "CURRENTLY_VIEWING_ACCOUNT": "Saat ini dilihat:",
     "SWITCH": "Ganti",
+    "INBOX_VIEW": "Inbox View",
     "CONVERSATIONS": "Percakapan",
     "INBOX": "Kotak masuk",
     "ALL_CONVERSATIONS": "Semua Percakapan",
@@ -237,6 +244,8 @@
     "CAMPAIGNS": "Kampanye",
     "ONGOING": "Berlangsung",
     "ONE_OFF": "Sekali",
+    "REPORTS_SLA": "SLA",
+    "REPORTS_BOT": "Bot",
     "REPORTS_AGENT": "Agen",
     "REPORTS_LABEL": "Label",
     "REPORTS_INBOX": "Kotak Masuk",
diff --git a/app/javascript/dashboard/i18n/locale/id/sla.json b/app/javascript/dashboard/i18n/locale/id/sla.json
index 6b399bf87..c12c5a6c9 100644
--- a/app/javascript/dashboard/i18n/locale/id/sla.json
+++ b/app/javascript/dashboard/i18n/locale/id/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": "Tidak ada item yang cocok dengan kueri ini",
-    "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": [
-        "Nama",
-        "Deskripsi",
-        "FRT",
-        "NRT",
-        "RT",
-        "Jam Kerja"
-      ]
+      "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": "Terjadi kesalahan, harap coba lagi"
       }
     },
-    "EDIT": {
-      "TITLE": "Edit SLA",
+    "DELETE": {
+      "TITLE": "Delete SLA",
       "API": {
-        "SUCCESS_MESSAGE": "SLA updated successfully",
+        "SUCCESS_MESSAGE": "SLA deleted successfully",
         "ERROR_MESSAGE": "Terjadi kesalahan, harap coba lagi"
+      },
+      "CONFIRM": {
+        "TITLE": "Konfirmasi Penghapusan",
+        "MESSAGE": "Are you sure you want to delete ",
+        "YES": "Ya, Hapus ",
+        "NO": "Tidak, Simpan "
       }
+    },
+    "EVENTS": {
+      "TITLE": "SLA Misses",
+      "FRT": "Waktu respons pertama",
+      "NRT": "Next response time",
+      "RT": "Resolution time",
+      "SHOW_MORE": "{count} more",
+      "HIDE": "Hide {count} rows"
     }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/is/contact.json b/app/javascript/dashboard/i18n/locale/is/contact.json
index e609a754a..b3f3dd4e7 100644
--- a/app/javascript/dashboard/i18n/locale/is/contact.json
+++ b/app/javascript/dashboard/i18n/locale/is/contact.json
@@ -296,6 +296,8 @@
     "BUTTON": "Bæta við sérsniðnum eiginleika",
     "NOT_AVAILABLE": "Engir sérsniðnir eiginleikar eru tiltækir fyrir þennan tengilið.",
     "COPY_SUCCESSFUL": "Afritað á klemmuspjald",
+    "SHOW_MORE": "Show all attributes",
+    "SHOW_LESS": "Show less attributes",
     "ACTIONS": {
       "COPY": "Afrita eiginleika",
       "DELETE": "Eyða eiginleika",
diff --git a/app/javascript/dashboard/i18n/locale/is/contactFilters.json b/app/javascript/dashboard/i18n/locale/is/contactFilters.json
index d75ece619..8adb1020b 100644
--- a/app/javascript/dashboard/i18n/locale/is/contactFilters.json
+++ b/app/javascript/dashboard/i18n/locale/is/contactFilters.json
@@ -44,7 +44,8 @@
       "CUSTOM_ATTRIBUTE_CHECKBOX": "Checkbox",
       "CREATED_AT": "Created At",
       "LAST_ACTIVITY": "Seinasta virkni",
-      "REFERER_LINK": "Referrer link"
+      "REFERER_LINK": "Referrer link",
+      "BLOCKED": "Blocked"
     },
     "GROUPS": {
       "STANDARD_FILTERS": "Standard Filters",
diff --git a/app/javascript/dashboard/i18n/locale/is/conversation.json b/app/javascript/dashboard/i18n/locale/is/conversation.json
index 0668df006..9d582670f 100644
--- a/app/javascript/dashboard/i18n/locale/is/conversation.json
+++ b/app/javascript/dashboard/i18n/locale/is/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",
diff --git a/app/javascript/dashboard/i18n/locale/is/general.json b/app/javascript/dashboard/i18n/locale/is/general.json
new file mode 100644
index 000000000..25bb4dfb7
--- /dev/null
+++ b/app/javascript/dashboard/i18n/locale/is/general.json
@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}
diff --git a/app/javascript/dashboard/i18n/locale/is/generalSettings.json b/app/javascript/dashboard/i18n/locale/is/generalSettings.json
index 0c26e98ac..8c6e8d395 100644
--- a/app/javascript/dashboard/i18n/locale/is/generalSettings.json
+++ b/app/javascript/dashboard/i18n/locale/is/generalSettings.json
@@ -87,7 +87,10 @@
       "conversation_assignment": "Samtali úthlutað",
       "assigned_conversation_new_message": "Nýtt skilaboð",
       "participating_conversation_new_message": "Nýtt skilaboð",
-      "conversation_mention": "Nefna"
+      "conversation_mention": "Nefna",
+      "sla_missed_first_response": "SLA Missed",
+      "sla_missed_next_response": "SLA Missed",
+      "sla_missed_resolution": "SLA Missed"
     }
   },
   "NETWORK": {
diff --git a/app/javascript/dashboard/i18n/locale/is/inbox.json b/app/javascript/dashboard/i18n/locale/is/inbox.json
index cbc16a010..0b0f56fec 100644
--- a/app/javascript/dashboard/i18n/locale/is/inbox.json
+++ b/app/javascript/dashboard/i18n/locale/is/inbox.json
@@ -4,24 +4,28 @@
       "TITLE": "Innhólf",
       "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": "Til baka"
     },
     "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",
diff --git a/app/javascript/dashboard/i18n/locale/is/report.json b/app/javascript/dashboard/i18n/locale/is/report.json
index c00428e51..73448d3ac 100644
--- a/app/javascript/dashboard/i18n/locale/is/report.json
+++ b/app/javascript/dashboard/i18n/locale/is/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": "Mánuður"
       }
     ],
-    "BUSINESS_HOURS": "Business Hours"
+    "BUSINESS_HOURS": "Business Hours",
+    "FILTER_ACTIONS": {
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "Engar niðurstöður fundust"
+    }
   },
   "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": "Engar niðurstöður fundust",
+      "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": "Innhólf",
+      "AGENTS": "Þjónustufulltrúi",
+      "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": "Samtal",
+        "AGENT": "Þjónustufulltrúi"
+      },
+      "VIEW_DETAILS": "View Details"
+    }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/is/settings.json b/app/javascript/dashboard/i18n/locale/is/settings.json
index 892639af1..d39d973af 100644
--- a/app/javascript/dashboard/i18n/locale/is/settings.json
+++ b/app/javascript/dashboard/i18n/locale/is/settings.json
@@ -83,7 +83,10 @@
         "CONVERSATION_CREATION": "Senda tilkynningar í tölvupósti þegar nýtt samtal er stofnað",
         "CONVERSATION_MENTION": "Sendu tilkynningar í tölvupósti þegar minnst er á þig í samtali",
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Sendu tilkynningar í tölvupósti þegar ný skilaboð eru búin til í úthlutuðu samtali",
-        "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": "Tilkynningarstillingarnar þínar hafa verið uppfærðar",
@@ -98,7 +101,10 @@
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Sendu push tilkynningar þegar ný skilaboð eru búin til í úthlutuðu samtali",
         "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": "Prófílmynd"
@@ -199,6 +205,7 @@
   "SIDEBAR": {
     "CURRENTLY_VIEWING_ACCOUNT": "Currently viewing:",
     "SWITCH": "Switch",
+    "INBOX_VIEW": "Inbox View",
     "CONVERSATIONS": "Samtöl",
     "INBOX": "Innhólf",
     "ALL_CONVERSATIONS": "Öll Samtöl",
@@ -237,6 +244,8 @@
     "CAMPAIGNS": "Herferð",
     "ONGOING": "Ongoing",
     "ONE_OFF": "One off",
+    "REPORTS_SLA": "SLA",
+    "REPORTS_BOT": "Bot",
     "REPORTS_AGENT": "Þjónustufulltrúar",
     "REPORTS_LABEL": "Labels",
     "REPORTS_INBOX": "Innhólf",
diff --git a/app/javascript/dashboard/i18n/locale/is/sla.json b/app/javascript/dashboard/i18n/locale/is/sla.json
index 4d6c9d2b3..69ace6258 100644
--- a/app/javascript/dashboard/i18n/locale/is/sla.json
+++ b/app/javascript/dashboard/i18n/locale/is/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": "Það eru engin atriði sem passa við þessa fyrirspurn",
-    "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": [
-        "Nafn",
-        "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": "Það kom upp villa, vinsamlegast reyndu aftur"
       }
     },
-    "EDIT": {
-      "TITLE": "Edit SLA",
+    "DELETE": {
+      "TITLE": "Delete SLA",
       "API": {
-        "SUCCESS_MESSAGE": "SLA updated successfully",
+        "SUCCESS_MESSAGE": "SLA deleted successfully",
         "ERROR_MESSAGE": "Það kom upp villa, vinsamlegast reyndu aftur"
+      },
+      "CONFIRM": {
+        "TITLE": "Staðfesta eyðingu",
+        "MESSAGE": "Are you sure you want to delete ",
+        "YES": "Já, eyða",
+        "NO": "Nei, hætta við eyðingu"
       }
+    },
+    "EVENTS": {
+      "TITLE": "SLA Misses",
+      "FRT": "First response time",
+      "NRT": "Next response time",
+      "RT": "Resolution time",
+      "SHOW_MORE": "{count} more",
+      "HIDE": "Hide {count} rows"
     }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/it/contact.json b/app/javascript/dashboard/i18n/locale/it/contact.json
index f17386475..4c02aa168 100644
--- a/app/javascript/dashboard/i18n/locale/it/contact.json
+++ b/app/javascript/dashboard/i18n/locale/it/contact.json
@@ -296,6 +296,8 @@
     "BUTTON": "Aggiungi attributo personalizzato",
     "NOT_AVAILABLE": "Non sono disponibili attributi personalizzati per questo contatto.",
     "COPY_SUCCESSFUL": "Copiato negli appunti con successo",
+    "SHOW_MORE": "Show all attributes",
+    "SHOW_LESS": "Show less attributes",
     "ACTIONS": {
       "COPY": "Copia attributo",
       "DELETE": "Elimina attributo",
diff --git a/app/javascript/dashboard/i18n/locale/it/contactFilters.json b/app/javascript/dashboard/i18n/locale/it/contactFilters.json
index 72dcfa237..c28134aff 100644
--- a/app/javascript/dashboard/i18n/locale/it/contactFilters.json
+++ b/app/javascript/dashboard/i18n/locale/it/contactFilters.json
@@ -44,7 +44,8 @@
       "CUSTOM_ATTRIBUTE_CHECKBOX": "Checkbox",
       "CREATED_AT": "Creato il",
       "LAST_ACTIVITY": "Ultima attività",
-      "REFERER_LINK": "Link di riferimento"
+      "REFERER_LINK": "Link di riferimento",
+      "BLOCKED": "Blocked"
     },
     "GROUPS": {
       "STANDARD_FILTERS": "Filtri standard",
diff --git a/app/javascript/dashboard/i18n/locale/it/conversation.json b/app/javascript/dashboard/i18n/locale/it/conversation.json
index 3769641e2..164dd73c3 100644
--- a/app/javascript/dashboard/i18n/locale/it/conversation.json
+++ b/app/javascript/dashboard/i18n/locale/it/conversation.json
@@ -64,7 +64,14 @@
       "SNOOZED_UNTIL": "Snoozed until",
       "SNOOZED_UNTIL_TOMORROW": "Posticipato fino a domani",
       "SNOOZED_UNTIL_NEXT_WEEK": "Posticipato fino alla prossima settimana",
-      "SNOOZED_UNTIL_NEXT_REPLY": "Posticipato fino alla prossima risposta"
+      "SNOOZED_UNTIL_NEXT_REPLY": "Posticipato fino alla prossima risposta",
+      "SLA_STATUS": {
+        "FRT": "FRT {status}",
+        "NRT": "NRT {status}",
+        "RT": "RT {status}",
+        "MISSED": "missed",
+        "DUE": "due"
+      }
     },
     "RESOLVE_DROPDOWN": {
       "MARK_PENDING": "Segna come in sospeso",
diff --git a/app/javascript/dashboard/i18n/locale/it/general.json b/app/javascript/dashboard/i18n/locale/it/general.json
new file mode 100644
index 000000000..25bb4dfb7
--- /dev/null
+++ b/app/javascript/dashboard/i18n/locale/it/general.json
@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}
diff --git a/app/javascript/dashboard/i18n/locale/it/generalSettings.json b/app/javascript/dashboard/i18n/locale/it/generalSettings.json
index dd3f74cc0..9041bc210 100644
--- a/app/javascript/dashboard/i18n/locale/it/generalSettings.json
+++ b/app/javascript/dashboard/i18n/locale/it/generalSettings.json
@@ -87,7 +87,10 @@
       "conversation_assignment": "Conversazione assegnata",
       "assigned_conversation_new_message": "Nuovo messaggio",
       "participating_conversation_new_message": "Nuovo messaggio",
-      "conversation_mention": "Menzione"
+      "conversation_mention": "Menzione",
+      "sla_missed_first_response": "SLA Missed",
+      "sla_missed_next_response": "SLA Missed",
+      "sla_missed_resolution": "SLA Missed"
     }
   },
   "NETWORK": {
diff --git a/app/javascript/dashboard/i18n/locale/it/inbox.json b/app/javascript/dashboard/i18n/locale/it/inbox.json
index 42c15b093..7f1fa7c9c 100644
--- a/app/javascript/dashboard/i18n/locale/it/inbox.json
+++ b/app/javascript/dashboard/i18n/locale/it/inbox.json
@@ -4,24 +4,28 @@
       "TITLE": "Casella",
       "DISPLAY_DROPDOWN": "Display",
       "LOADING": "Fetching notifications",
-      "EOF": "Tutte le notifiche caricate 🎉",
       "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": "Posticipato fino a domani",
       "SNOOZED_UNTIL_NEXT_WEEK": "Posticipato fino alla prossima settimana"
     },
     "ACTION_HEADER": {
       "SNOOZE": "Snooze notification",
-      "DELETE": "Delete notification"
+      "DELETE": "Delete notification",
+      "BACK": "Indietro"
     },
     "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": "Segna come letto",
diff --git a/app/javascript/dashboard/i18n/locale/it/report.json b/app/javascript/dashboard/i18n/locale/it/report.json
index 53572bfb2..af0ada57a 100644
--- a/app/javascript/dashboard/i18n/locale/it/report.json
+++ b/app/javascript/dashboard/i18n/locale/it/report.json
@@ -35,6 +35,14 @@
         "NAME": "Conteggio risoluzioni",
         "DESC": "( Totale )"
       },
+      "BOT_RESOLUTION_COUNT": {
+        "NAME": "Conteggio risoluzioni",
+        "DESC": "( Totale )"
+      },
+      "BOT_HANDOFF_COUNT": {
+        "NAME": "Handoff Count",
+        "DESC": "( Totale )"
+      },
       "REPLY_TIME": {
         "NAME": "Customer waiting time",
         "TOOLTIP_TEXT": "Waiting time is %{metricValue} (based on %{conversationCount} replies)"
@@ -130,7 +138,11 @@
         "groupBy": "Mese"
       }
     ],
-    "BUSINESS_HOURS": "Ore di lavoro"
+    "BUSINESS_HOURS": "Ore di lavoro",
+    "FILTER_ACTIONS": {
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "Nessun risultato trovato"
+    }
   },
   "AGENT_REPORTS": {
     "HEADER": "Panoramica degli agenti",
@@ -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": "Panoramica",
     "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": "Nessun risultato trovato",
+      "NO_FILTER": "No filters available",
+      "SEARCH": "Search filter",
+      "INPUT_PLACEHOLDER": {
+        "SLA": "SLA name",
+        "AGENTS": "Nome agente",
+        "INBOXES": "Nome casella",
+        "LABELS": "Nome etichetta",
+        "TEAMS": "Nome del team"
+      },
+      "SLA": "SLA Policy",
+      "INBOXES": "Casella",
+      "AGENTS": "Agente",
+      "LABELS": "Etichetta",
+      "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": "Conversazioni",
+        "AGENT": "Agente"
+      },
+      "VIEW_DETAILS": "View Details"
+    }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/it/settings.json b/app/javascript/dashboard/i18n/locale/it/settings.json
index a3020ddcf..2294cb65d 100644
--- a/app/javascript/dashboard/i18n/locale/it/settings.json
+++ b/app/javascript/dashboard/i18n/locale/it/settings.json
@@ -83,7 +83,10 @@
         "CONVERSATION_CREATION": "Invia notifiche email quando viene creata una nuova conversazione",
         "CONVERSATION_MENTION": "Invia notifiche email quando sei menzionato in una conversazione",
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Invia notifiche email quando viene creato un nuovo messaggio in una conversazione assegnata",
-        "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": "Le preferenze per le notifiche sono state aggiornate con successo",
@@ -98,7 +101,10 @@
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Invia notifiche push quando viene creato un nuovo messaggio in una conversazione assegnata",
         "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Send push notifications when a new message is created in a participating conversation",
         "HAS_ENABLED_PUSH": "Hai abilitato notifiche push per questo browser.",
-        "REQUEST_PUSH": "Abilita notifiche push"
+        "REQUEST_PUSH": "Abilita notifiche push",
+        "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": "Immagine del profilo"
@@ -199,6 +205,7 @@
   "SIDEBAR": {
     "CURRENTLY_VIEWING_ACCOUNT": "Visualizzazione attuale:",
     "SWITCH": "Scambia",
+    "INBOX_VIEW": "Inbox View",
     "CONVERSATIONS": "Conversazioni",
     "INBOX": "Casella",
     "ALL_CONVERSATIONS": "Tutte le conversazioni",
@@ -237,6 +244,8 @@
     "CAMPAIGNS": "Campagne",
     "ONGOING": "In corso",
     "ONE_OFF": "Uno fuori",
+    "REPORTS_SLA": "SLA",
+    "REPORTS_BOT": "Bot",
     "REPORTS_AGENT": "Agenti",
     "REPORTS_LABEL": "Etichette",
     "REPORTS_INBOX": "Posta",
diff --git a/app/javascript/dashboard/i18n/locale/it/sla.json b/app/javascript/dashboard/i18n/locale/it/sla.json
index 8c8a11863..bc5bfea13 100644
--- a/app/javascript/dashboard/i18n/locale/it/sla.json
+++ b/app/javascript/dashboard/i18n/locale/it/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": "Non ci sono elementi che corrispondono a questa richiesta",
-    "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": [
-        "Nome",
-        "Descrizione",
-        "FRT",
-        "NRT",
-        "RT",
-        "Ore di lavoro"
-      ]
+      "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": "Si è verificato un errore, riprova"
       }
     },
-    "EDIT": {
-      "TITLE": "Edit SLA",
+    "DELETE": {
+      "TITLE": "Delete SLA",
       "API": {
-        "SUCCESS_MESSAGE": "SLA updated successfully",
+        "SUCCESS_MESSAGE": "SLA deleted successfully",
         "ERROR_MESSAGE": "Si è verificato un errore, riprova"
+      },
+      "CONFIRM": {
+        "TITLE": "Conferma eliminazione",
+        "MESSAGE": "Are you sure you want to delete ",
+        "YES": "Sì, elimina ",
+        "NO": "No, Conserva "
       }
+    },
+    "EVENTS": {
+      "TITLE": "SLA Misses",
+      "FRT": "Tempo di prima risposta",
+      "NRT": "Next response time",
+      "RT": "Resolution time",
+      "SHOW_MORE": "{count} more",
+      "HIDE": "Hide {count} rows"
     }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/ja/contact.json b/app/javascript/dashboard/i18n/locale/ja/contact.json
index 5c8641fad..59cc3cab7 100644
--- a/app/javascript/dashboard/i18n/locale/ja/contact.json
+++ b/app/javascript/dashboard/i18n/locale/ja/contact.json
@@ -187,7 +187,7 @@
     "ERROR_MESSAGE": "エラーが発生しました。もう一度お試しください。"
   },
   "NEW_CONVERSATION": {
-    "BUTTON_LABEL": "Start conversation",
+    "BUTTON_LABEL": "チャットを開始",
     "TITLE": "New conversation",
     "DESC": "Start a new conversation by sending a new message.",
     "NO_INBOX": "Couldn't find an inbox to initiate a new conversation with this contact.",
@@ -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",
diff --git a/app/javascript/dashboard/i18n/locale/ja/contactFilters.json b/app/javascript/dashboard/i18n/locale/ja/contactFilters.json
index bef47b878..663136806 100644
--- a/app/javascript/dashboard/i18n/locale/ja/contactFilters.json
+++ b/app/javascript/dashboard/i18n/locale/ja/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",
diff --git a/app/javascript/dashboard/i18n/locale/ja/conversation.json b/app/javascript/dashboard/i18n/locale/ja/conversation.json
index 56dffecd1..8b7084fbd 100644
--- a/app/javascript/dashboard/i18n/locale/ja/conversation.json
+++ b/app/javascript/dashboard/i18n/locale/ja/conversation.json
@@ -64,7 +64,14 @@
       "SNOOZED_UNTIL": "Snoozed until",
       "SNOOZED_UNTIL_TOMORROW": "明日までスヌーズしました",
       "SNOOZED_UNTIL_NEXT_WEEK": "来週までスヌーズ",
-      "SNOOZED_UNTIL_NEXT_REPLY": "次の返信までうたた寝。"
+      "SNOOZED_UNTIL_NEXT_REPLY": "次の返信までうたた寝。",
+      "SLA_STATUS": {
+        "FRT": "FRT {status}",
+        "NRT": "NRT {status}",
+        "RT": "RT {status}",
+        "MISSED": "missed",
+        "DUE": "due"
+      }
     },
     "RESOLVE_DROPDOWN": {
       "MARK_PENDING": "保留としてマークする",
diff --git a/app/javascript/dashboard/i18n/locale/ja/general.json b/app/javascript/dashboard/i18n/locale/ja/general.json
new file mode 100644
index 000000000..25bb4dfb7
--- /dev/null
+++ b/app/javascript/dashboard/i18n/locale/ja/general.json
@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}
diff --git a/app/javascript/dashboard/i18n/locale/ja/generalSettings.json b/app/javascript/dashboard/i18n/locale/ja/generalSettings.json
index 65ac7e997..0127bf42c 100644
--- a/app/javascript/dashboard/i18n/locale/ja/generalSettings.json
+++ b/app/javascript/dashboard/i18n/locale/ja/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": {
diff --git a/app/javascript/dashboard/i18n/locale/ja/inbox.json b/app/javascript/dashboard/i18n/locale/ja/inbox.json
index 8c32799a1..0a45ad208 100644
--- a/app/javascript/dashboard/i18n/locale/ja/inbox.json
+++ b/app/javascript/dashboard/i18n/locale/ja/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": "明日までスヌーズしました",
       "SNOOZED_UNTIL_NEXT_WEEK": "来週までスヌーズ"
     },
     "ACTION_HEADER": {
       "SNOOZE": "Snooze notification",
-      "DELETE": "Delete notification"
+      "DELETE": "Delete notification",
+      "BACK": "戻る"
     },
     "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",
diff --git a/app/javascript/dashboard/i18n/locale/ja/inboxMgmt.json b/app/javascript/dashboard/i18n/locale/ja/inboxMgmt.json
index 8f6febead..10ff56189 100644
--- a/app/javascript/dashboard/i18n/locale/ja/inboxMgmt.json
+++ b/app/javascript/dashboard/i18n/locale/ja/inboxMgmt.json
@@ -544,7 +544,7 @@
         "PLACE_HOLDER": "Placeholder",
         "KEY": "Key",
         "TYPE": "Type",
-        "REQUIRED": "Required"
+        "REQUIRED": "必須"
       },
       "ENABLE": {
         "LABEL": "Enable pre chat form",
diff --git a/app/javascript/dashboard/i18n/locale/ja/report.json b/app/javascript/dashboard/i18n/locale/ja/report.json
index bc99edad9..ab95f6cc8 100644
--- a/app/javascript/dashboard/i18n/locale/ja/report.json
+++ b/app/javascript/dashboard/i18n/locale/ja/report.json
@@ -35,6 +35,14 @@
         "NAME": "処理件数",
         "DESC": "(合計)"
       },
+      "BOT_RESOLUTION_COUNT": {
+        "NAME": "処理件数",
+        "DESC": "(合計)"
+      },
+      "BOT_HANDOFF_COUNT": {
+        "NAME": "Handoff Count",
+        "DESC": "(合計)"
+      },
       "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 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": "ラベル名",
+        "TEAMS": "Team name"
+      },
+      "SLA": "SLA Policy",
+      "INBOXES": "Inbox",
+      "AGENTS": "担当者",
+      "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": "担当者"
+      },
+      "VIEW_DETAILS": "View Details"
+    }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/ja/settings.json b/app/javascript/dashboard/i18n/locale/ja/settings.json
index d7e3fba9c..152aac5df 100644
--- a/app/javascript/dashboard/i18n/locale/ja/settings.json
+++ b/app/javascript/dashboard/i18n/locale/ja/settings.json
@@ -83,7 +83,10 @@
         "CONVERSATION_CREATION": "新しい会話が作成されたときにメールで通知を送信する",
         "CONVERSATION_MENTION": "Send email notifications when you are mentioned in a conversation",
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "割り当てられた会話で新しいメッセージが作成されたときにメールで通知を送信します",
-        "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": "通知設定が正常に更新されました",
@@ -98,7 +101,10 @@
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "割り当てられた会話で新しいメッセージが作成されたときにプッシュ通知を送信する",
         "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Send push notifications when a new message is created in a participating conversation",
         "HAS_ENABLED_PUSH": "このブラウザーでプッシュ通知を有効にしました。",
-        "REQUEST_PUSH": "プッシュ通知を有効にする"
+        "REQUEST_PUSH": "プッシュ通知を有効にする",
+        "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": "プロフィール画像"
@@ -199,6 +205,7 @@
   "SIDEBAR": {
     "CURRENTLY_VIEWING_ACCOUNT": "Currently viewing:",
     "SWITCH": "Switch",
+    "INBOX_VIEW": "Inbox View",
     "CONVERSATIONS": "会話データ",
     "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": "担当者",
     "REPORTS_LABEL": "ラベル",
     "REPORTS_INBOX": "Inbox",
diff --git a/app/javascript/dashboard/i18n/locale/ja/sla.json b/app/javascript/dashboard/i18n/locale/ja/sla.json
index df3289509..f55832270 100644
--- a/app/javascript/dashboard/i18n/locale/ja/sla.json
+++ b/app/javascript/dashboard/i18n/locale/ja/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": "検索内容（クエリ）に一致する項目はありませんでした",
-    "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": [
-        "名前",
-        "説明",
-        "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": "エラーが発生しました。もう一度お試しください。"
       }
     },
-    "EDIT": {
-      "TITLE": "Edit SLA",
+    "DELETE": {
+      "TITLE": "Delete SLA",
       "API": {
-        "SUCCESS_MESSAGE": "SLA updated successfully",
+        "SUCCESS_MESSAGE": "SLA deleted successfully",
         "ERROR_MESSAGE": "エラーが発生しました。もう一度お試しください。"
+      },
+      "CONFIRM": {
+        "TITLE": "削除の確認",
+        "MESSAGE": "Are you sure you want to delete ",
+        "YES": "削除する ",
+        "NO": "いいえ "
       }
+    },
+    "EVENTS": {
+      "TITLE": "SLA Misses",
+      "FRT": "最初の応答時間",
+      "NRT": "Next response time",
+      "RT": "Resolution time",
+      "SHOW_MORE": "{count} more",
+      "HIDE": "Hide {count} rows"
     }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/ka/contact.json b/app/javascript/dashboard/i18n/locale/ka/contact.json
index 5186fda9a..939138482 100644
--- a/app/javascript/dashboard/i18n/locale/ka/contact.json
+++ b/app/javascript/dashboard/i18n/locale/ka/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",
diff --git a/app/javascript/dashboard/i18n/locale/ka/contactFilters.json b/app/javascript/dashboard/i18n/locale/ka/contactFilters.json
index 09a543984..02d5dcf89 100644
--- a/app/javascript/dashboard/i18n/locale/ka/contactFilters.json
+++ b/app/javascript/dashboard/i18n/locale/ka/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",
diff --git a/app/javascript/dashboard/i18n/locale/ka/conversation.json b/app/javascript/dashboard/i18n/locale/ka/conversation.json
index cca1458b9..f1b7d1fb9 100644
--- a/app/javascript/dashboard/i18n/locale/ka/conversation.json
+++ b/app/javascript/dashboard/i18n/locale/ka/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",
diff --git a/app/javascript/dashboard/i18n/locale/ka/general.json b/app/javascript/dashboard/i18n/locale/ka/general.json
new file mode 100644
index 000000000..25bb4dfb7
--- /dev/null
+++ b/app/javascript/dashboard/i18n/locale/ka/general.json
@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}
diff --git a/app/javascript/dashboard/i18n/locale/ka/generalSettings.json b/app/javascript/dashboard/i18n/locale/ka/generalSettings.json
index 185d328a5..a252d776f 100644
--- a/app/javascript/dashboard/i18n/locale/ka/generalSettings.json
+++ b/app/javascript/dashboard/i18n/locale/ka/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": {
diff --git a/app/javascript/dashboard/i18n/locale/ka/inbox.json b/app/javascript/dashboard/i18n/locale/ka/inbox.json
index dcac5459f..137aac54b 100644
--- a/app/javascript/dashboard/i18n/locale/ka/inbox.json
+++ b/app/javascript/dashboard/i18n/locale/ka/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",
diff --git a/app/javascript/dashboard/i18n/locale/ka/report.json b/app/javascript/dashboard/i18n/locale/ka/report.json
index 6ff84c5f5..c27532783 100644
--- a/app/javascript/dashboard/i18n/locale/ka/report.json
+++ b/app/javascript/dashboard/i18n/locale/ka/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": "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"
+    }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/ka/settings.json b/app/javascript/dashboard/i18n/locale/ka/settings.json
index ca734fe43..11a6a914a 100644
--- a/app/javascript/dashboard/i18n/locale/ka/settings.json
+++ b/app/javascript/dashboard/i18n/locale/ka/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",
diff --git a/app/javascript/dashboard/i18n/locale/ka/sla.json b/app/javascript/dashboard/i18n/locale/ka/sla.json
index 806746b75..ce6e3d17e 100644
--- a/app/javascript/dashboard/i18n/locale/ka/sla.json
+++ b/app/javascript/dashboard/i18n/locale/ka/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"
     }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/ko/contact.json b/app/javascript/dashboard/i18n/locale/ko/contact.json
index 29548b6cd..10e5d533d 100644
--- a/app/javascript/dashboard/i18n/locale/ko/contact.json
+++ b/app/javascript/dashboard/i18n/locale/ko/contact.json
@@ -296,6 +296,8 @@
     "BUTTON": "사용자 지정 속성 추가하기",
     "NOT_AVAILABLE": "이 연락처에 사용 가능한 커스텀 속성이 없습니다.",
     "COPY_SUCCESSFUL": "클립보드에 성공적으로 복사됨",
+    "SHOW_MORE": "Show all attributes",
+    "SHOW_LESS": "Show less attributes",
     "ACTIONS": {
       "COPY": "속성 복사하기",
       "DELETE": "속성 삭제하기",
diff --git a/app/javascript/dashboard/i18n/locale/ko/contactFilters.json b/app/javascript/dashboard/i18n/locale/ko/contactFilters.json
index 6757b4028..2bf2409fb 100644
--- a/app/javascript/dashboard/i18n/locale/ko/contactFilters.json
+++ b/app/javascript/dashboard/i18n/locale/ko/contactFilters.json
@@ -44,7 +44,8 @@
       "CUSTOM_ATTRIBUTE_CHECKBOX": "체크박스",
       "CREATED_AT": "에 만들어짐",
       "LAST_ACTIVITY": "지난 활동",
-      "REFERER_LINK": "Referrer link"
+      "REFERER_LINK": "Referrer link",
+      "BLOCKED": "Blocked"
     },
     "GROUPS": {
       "STANDARD_FILTERS": "기본 필터",
diff --git a/app/javascript/dashboard/i18n/locale/ko/conversation.json b/app/javascript/dashboard/i18n/locale/ko/conversation.json
index b1f2e0d80..dfcce4598 100644
--- a/app/javascript/dashboard/i18n/locale/ko/conversation.json
+++ b/app/javascript/dashboard/i18n/locale/ko/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",
diff --git a/app/javascript/dashboard/i18n/locale/ko/general.json b/app/javascript/dashboard/i18n/locale/ko/general.json
new file mode 100644
index 000000000..25bb4dfb7
--- /dev/null
+++ b/app/javascript/dashboard/i18n/locale/ko/general.json
@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}
diff --git a/app/javascript/dashboard/i18n/locale/ko/generalSettings.json b/app/javascript/dashboard/i18n/locale/ko/generalSettings.json
index e0d49ca0a..2dc7b730a 100644
--- a/app/javascript/dashboard/i18n/locale/ko/generalSettings.json
+++ b/app/javascript/dashboard/i18n/locale/ko/generalSettings.json
@@ -87,7 +87,10 @@
       "conversation_assignment": "대화 할당됨",
       "assigned_conversation_new_message": "새 메시지",
       "participating_conversation_new_message": "새 메시지",
-      "conversation_mention": "멘션"
+      "conversation_mention": "멘션",
+      "sla_missed_first_response": "SLA Missed",
+      "sla_missed_next_response": "SLA Missed",
+      "sla_missed_resolution": "SLA Missed"
     }
   },
   "NETWORK": {
diff --git a/app/javascript/dashboard/i18n/locale/ko/inbox.json b/app/javascript/dashboard/i18n/locale/ko/inbox.json
index 228efedeb..6538d0986 100644
--- a/app/javascript/dashboard/i18n/locale/ko/inbox.json
+++ b/app/javascript/dashboard/i18n/locale/ko/inbox.json
@@ -4,24 +4,28 @@
       "TITLE": "받은 메시지함",
       "DISPLAY_DROPDOWN": "Display",
       "LOADING": "Fetching notifications",
-      "EOF": "모든 알림이 불러와졌음 🎉",
       "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": "뒤로"
     },
     "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",
diff --git a/app/javascript/dashboard/i18n/locale/ko/login.json b/app/javascript/dashboard/i18n/locale/ko/login.json
index 61ac33bac..9a42c32e7 100644
--- a/app/javascript/dashboard/i18n/locale/ko/login.json
+++ b/app/javascript/dashboard/i18n/locale/ko/login.json
@@ -17,8 +17,8 @@
     },
     "OAUTH": {
       "GOOGLE_LOGIN": "Login with Google",
-      "BUSINESS_ACCOUNTS_ONLY": "Please use your company email address to login",
-      "NO_ACCOUNT_FOUND": "We couldn't find an account for your email address."
+      "BUSINESS_ACCOUNTS_ONLY": "회사 이메일 주소를 사용하여 로그인하세요.",
+      "NO_ACCOUNT_FOUND": "귀하의 이메일 주소로 계정을 찾을 수 없습니다."
     },
     "FORGOT_PASSWORD": "암호를 잊으셨나요?",
     "CREATE_NEW_ACCOUNT": "계정 생성",
diff --git a/app/javascript/dashboard/i18n/locale/ko/report.json b/app/javascript/dashboard/i18n/locale/ko/report.json
index 592fbdd2a..5ecbb2537 100644
--- a/app/javascript/dashboard/i18n/locale/ko/report.json
+++ b/app/javascript/dashboard/i18n/locale/ko/report.json
@@ -35,6 +35,14 @@
         "NAME": "해결 수",
         "DESC": "( 총 )"
       },
+      "BOT_RESOLUTION_COUNT": {
+        "NAME": "해결 수",
+        "DESC": "( 총 )"
+      },
+      "BOT_HANDOFF_COUNT": {
+        "NAME": "Handoff Count",
+        "DESC": "( 총 )"
+      },
       "REPLY_TIME": {
         "NAME": "Customer waiting time",
         "TOOLTIP_TEXT": "Waiting time is %{metricValue} (based on %{conversationCount} replies)"
@@ -130,7 +138,11 @@
         "groupBy": "Month"
       }
     ],
-    "BUSINESS_HOURS": "영업시간"
+    "BUSINESS_HOURS": "영업시간",
+    "FILTER_ACTIONS": {
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "검색 결과가 없습니다"
+    }
   },
   "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": "검색 결과가 없습니다",
+      "NO_FILTER": "No filters available",
+      "SEARCH": "Search filter",
+      "INPUT_PLACEHOLDER": {
+        "SLA": "SLA name",
+        "AGENTS": "Agent name",
+        "INBOXES": "Inbox name",
+        "LABELS": "라벨 이름",
+        "TEAMS": "Team name"
+      },
+      "SLA": "SLA Policy",
+      "INBOXES": "받은 메시지함",
+      "AGENTS": "에이전트",
+      "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": "에이전트"
+      },
+      "VIEW_DETAILS": "View Details"
+    }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/ko/settings.json b/app/javascript/dashboard/i18n/locale/ko/settings.json
index 97e6c5398..c48c8934a 100644
--- a/app/javascript/dashboard/i18n/locale/ko/settings.json
+++ b/app/javascript/dashboard/i18n/locale/ko/settings.json
@@ -83,7 +83,10 @@
         "CONVERSATION_CREATION": "새 대화가 생성될 때 이메일 알림 보내기",
         "CONVERSATION_MENTION": "대화에서 멘션될 때 이메일 알림 보내기",
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "할당된 대화에서 새 메시지가 생성될 때 이메일 알림 보내기",
-        "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": "알림 기본 설정이 성공적으로 업데이트됨",
@@ -98,7 +101,10 @@
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "할당된 대화에서 새 메시지가 생성될 때 푸시 알림 보내기",
         "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Send push notifications when a new message is created in a participating conversation",
         "HAS_ENABLED_PUSH": "이 브라우저에 대한 푸시를 사용 가능으로 설정하셨습니다.",
-        "REQUEST_PUSH": "푸시 알림 사용"
+        "REQUEST_PUSH": "푸시 알림 사용",
+        "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": "프로필 이미지"
@@ -199,6 +205,7 @@
   "SIDEBAR": {
     "CURRENTLY_VIEWING_ACCOUNT": "Currently viewing:",
     "SWITCH": "Switch",
+    "INBOX_VIEW": "Inbox View",
     "CONVERSATIONS": "대화",
     "INBOX": "받은 메시지함",
     "ALL_CONVERSATIONS": "All Conversations",
@@ -237,6 +244,8 @@
     "CAMPAIGNS": "Campaigns",
     "ONGOING": "Ongoing",
     "ONE_OFF": "One off",
+    "REPORTS_SLA": "SLA",
+    "REPORTS_BOT": "봇",
     "REPORTS_AGENT": "에이전트",
     "REPORTS_LABEL": "라벨",
     "REPORTS_INBOX": "받은 메시지함",
diff --git a/app/javascript/dashboard/i18n/locale/ko/sla.json b/app/javascript/dashboard/i18n/locale/ko/sla.json
index a424a63d3..8080d2b80 100644
--- a/app/javascript/dashboard/i18n/locale/ko/sla.json
+++ b/app/javascript/dashboard/i18n/locale/ko/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": "이 쿼리와 일치하는 항목이 없음",
-    "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": [
-        "이름",
-        "내용",
-        "FRT",
-        "NRT",
-        "RT",
-        "영업시간"
-      ]
+      "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": "오류가 발생했습니다. 다시 시도하십시오."
       }
     },
-    "EDIT": {
-      "TITLE": "Edit SLA",
+    "DELETE": {
+      "TITLE": "Delete SLA",
       "API": {
-        "SUCCESS_MESSAGE": "SLA updated successfully",
+        "SUCCESS_MESSAGE": "SLA deleted successfully",
         "ERROR_MESSAGE": "오류가 발생했습니다. 다시 시도하십시오."
+      },
+      "CONFIRM": {
+        "TITLE": "삭제 확인",
+        "MESSAGE": "Are you sure you want to delete ",
+        "YES": "예, 삭제합니다. ",
+        "NO": "아니요, 유지해주세요. "
       }
+    },
+    "EVENTS": {
+      "TITLE": "SLA Misses",
+      "FRT": "첫 번째 응답 시간",
+      "NRT": "Next response time",
+      "RT": "Resolution time",
+      "SHOW_MORE": "{count} more",
+      "HIDE": "Hide {count} rows"
     }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/lt/contact.json b/app/javascript/dashboard/i18n/locale/lt/contact.json
index 039f4b299..cc46162ff 100644
--- a/app/javascript/dashboard/i18n/locale/lt/contact.json
+++ b/app/javascript/dashboard/i18n/locale/lt/contact.json
@@ -296,6 +296,8 @@
     "BUTTON": "Pridėti personalizuotą požymį",
     "NOT_AVAILABLE": "Nėra personalizuotų požymių šiam kontaktui.",
     "COPY_SUCCESSFUL": "Sėkmingai nukopijuota į iškarpinę",
+    "SHOW_MORE": "Show all attributes",
+    "SHOW_LESS": "Show less attributes",
     "ACTIONS": {
       "COPY": "Kopijuoti požymį",
       "DELETE": "Ištrinti požymį",
diff --git a/app/javascript/dashboard/i18n/locale/lt/contactFilters.json b/app/javascript/dashboard/i18n/locale/lt/contactFilters.json
index b0027366d..5f3e59ed5 100644
--- a/app/javascript/dashboard/i18n/locale/lt/contactFilters.json
+++ b/app/javascript/dashboard/i18n/locale/lt/contactFilters.json
@@ -44,7 +44,8 @@
       "CUSTOM_ATTRIBUTE_CHECKBOX": "Žymimasis langelis",
       "CREATED_AT": "Sukūrimo data",
       "LAST_ACTIVITY": "Paskutiniai veiksmai",
-      "REFERER_LINK": "Rekomendacijos nuoroda"
+      "REFERER_LINK": "Rekomendacijos nuoroda",
+      "BLOCKED": "Blocked"
     },
     "GROUPS": {
       "STANDARD_FILTERS": "Standartinis Filtras",
diff --git a/app/javascript/dashboard/i18n/locale/lt/conversation.json b/app/javascript/dashboard/i18n/locale/lt/conversation.json
index 303cd9f88..278ecfe51 100644
--- a/app/javascript/dashboard/i18n/locale/lt/conversation.json
+++ b/app/javascript/dashboard/i18n/locale/lt/conversation.json
@@ -64,7 +64,14 @@
       "SNOOZED_UNTIL": "Atidėta iki",
       "SNOOZED_UNTIL_TOMORROW": "Atidėta iki rytojaus",
       "SNOOZED_UNTIL_NEXT_WEEK": "Atidėta iki kitos savaitės",
-      "SNOOZED_UNTIL_NEXT_REPLY": "Atidėta iki kito atsakymo"
+      "SNOOZED_UNTIL_NEXT_REPLY": "Atidėta iki kito atsakymo",
+      "SLA_STATUS": {
+        "FRT": "FRT {status}",
+        "NRT": "NRT {status}",
+        "RT": "RT {status}",
+        "MISSED": "missed",
+        "DUE": "due"
+      }
     },
     "RESOLVE_DROPDOWN": {
       "MARK_PENDING": "Pažymėti kaip laukiantį",
diff --git a/app/javascript/dashboard/i18n/locale/lt/general.json b/app/javascript/dashboard/i18n/locale/lt/general.json
new file mode 100644
index 000000000..25bb4dfb7
--- /dev/null
+++ b/app/javascript/dashboard/i18n/locale/lt/general.json
@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}
diff --git a/app/javascript/dashboard/i18n/locale/lt/generalSettings.json b/app/javascript/dashboard/i18n/locale/lt/generalSettings.json
index 83eb9a333..1b38b0141 100644
--- a/app/javascript/dashboard/i18n/locale/lt/generalSettings.json
+++ b/app/javascript/dashboard/i18n/locale/lt/generalSettings.json
@@ -87,7 +87,10 @@
       "conversation_assignment": "Pokalbis priskirtas",
       "assigned_conversation_new_message": "Naujas pranešimas",
       "participating_conversation_new_message": "Naujas pranešimas",
-      "conversation_mention": "Paminėjimas"
+      "conversation_mention": "Paminėjimas",
+      "sla_missed_first_response": "SLA Missed",
+      "sla_missed_next_response": "SLA Missed",
+      "sla_missed_resolution": "SLA Missed"
     }
   },
   "NETWORK": {
diff --git a/app/javascript/dashboard/i18n/locale/lt/inbox.json b/app/javascript/dashboard/i18n/locale/lt/inbox.json
index a5a33df66..82bf38eb5 100644
--- a/app/javascript/dashboard/i18n/locale/lt/inbox.json
+++ b/app/javascript/dashboard/i18n/locale/lt/inbox.json
@@ -4,24 +4,28 @@
       "TITLE": "Gautų laiškų aplankas",
       "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": "Atidėta iki",
       "SNOOZED_UNTIL_TOMORROW": "Atidėta iki rytojaus",
       "SNOOZED_UNTIL_NEXT_WEEK": "Atidėta iki kitos savaitės"
     },
     "ACTION_HEADER": {
       "SNOOZE": "Snooze notification",
-      "DELETE": "Delete notification"
+      "DELETE": "Delete notification",
+      "BACK": "Atgal"
     },
     "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",
diff --git a/app/javascript/dashboard/i18n/locale/lt/report.json b/app/javascript/dashboard/i18n/locale/lt/report.json
index cf87c41fd..a0b28f1a0 100644
--- a/app/javascript/dashboard/i18n/locale/lt/report.json
+++ b/app/javascript/dashboard/i18n/locale/lt/report.json
@@ -35,6 +35,14 @@
         "NAME": "Sprendimų skaičius",
         "DESC": "( Viso )"
       },
+      "BOT_RESOLUTION_COUNT": {
+        "NAME": "Sprendimų skaičius",
+        "DESC": "( Viso )"
+      },
+      "BOT_HANDOFF_COUNT": {
+        "NAME": "Handoff Count",
+        "DESC": "( Viso )"
+      },
       "REPLY_TIME": {
         "NAME": "Kliento laukimo laikas",
         "TOOLTIP_TEXT": "Waiting time is %{metricValue} (based on %{conversationCount} replies)"
@@ -130,7 +138,11 @@
         "groupBy": "Mėnuo"
       }
     ],
-    "BUSINESS_HOURS": "Darbo valandos"
+    "BUSINESS_HOURS": "Darbo valandos",
+    "FILTER_ACTIONS": {
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "Nieko nerasta"
+    }
   },
   "AGENT_REPORTS": {
     "HEADER": "Agentų apžvalga",
@@ -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": "Apžvalga",
     "LIVE": "Tiesiogiai",
@@ -476,5 +509,54 @@
     "THURSDAY": "Ketvirtadienis",
     "FRIDAY": "Penktadienis",
     "SATURDAY": "Šeštadienis"
+  },
+  "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": "Pridėti Filtrą",
+      "CLEAR_ALL": "Clear all",
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "Nieko nerasta",
+      "NO_FILTER": "No filters available",
+      "SEARCH": "Search filter",
+      "INPUT_PLACEHOLDER": {
+        "SLA": "SLA name",
+        "AGENTS": "Agento Vardas",
+        "INBOXES": "Gautų laiškų aplanko pavadinimas",
+        "LABELS": "Etiketės pavadinimas",
+        "TEAMS": "Komandos pavadinimas"
+      },
+      "SLA": "SLA Policy",
+      "INBOXES": "Gautų laiškų aplankas",
+      "AGENTS": "Agentas",
+      "LABELS": "Etiketė",
+      "TEAMS": "Komanda"
+    },
+    "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": "Pokalbis",
+        "AGENT": "Agentas"
+      },
+      "VIEW_DETAILS": "View Details"
+    }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/lt/settings.json b/app/javascript/dashboard/i18n/locale/lt/settings.json
index 1eac2af60..13ac1d879 100644
--- a/app/javascript/dashboard/i18n/locale/lt/settings.json
+++ b/app/javascript/dashboard/i18n/locale/lt/settings.json
@@ -83,7 +83,10 @@
         "CONVERSATION_CREATION": "Siųsti perspėjimus el. paštu, kai naujas pokalbis yra sukuriamas",
         "CONVERSATION_MENTION": "Siųsti perspėjimus el. paštu, kai pokalbyje esate paminimas/a",
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Siųsti perspėjimus el. paštu, kai priskirtame pokalbyje sukuriamas naujas pranešimas",
-        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Siųsti perspėjimus el. paštu, kai dalyvaujant pokalbyje sukuriamas naujas pranešimas"
+        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Siųsti perspėjimus el. paštu, kai dalyvaujant pokalbyje sukuriamas naujas pranešimas",
+        "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": "Jūsų perspėjimų nuostatos sėkmingai atnaujintos",
@@ -98,7 +101,10 @@
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Siųsti aktyviuosius perspėjimus, kai priskirtame pokalbyje sukuriamas naujas pranešimas",
         "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Siųsti aktyviuosius perspėjimus, kai dalyvaujant pokalbyje sukuriamas naujas pranešimas",
         "HAS_ENABLED_PUSH": "Leidote aktyviuosius perspėjimus šioje naršyklėje.",
-        "REQUEST_PUSH": "Leisti aktyviuosius pranešimus"
+        "REQUEST_PUSH": "Leisti aktyviuosius pranešimus",
+        "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": "Profilio paveikslėlis"
@@ -199,6 +205,7 @@
   "SIDEBAR": {
     "CURRENTLY_VIEWING_ACCOUNT": "Šiuo metu peržiūri:",
     "SWITCH": "Perjungti",
+    "INBOX_VIEW": "Inbox View",
     "CONVERSATIONS": "Pokalbiai",
     "INBOX": "Gautų laiškų aplankas",
     "ALL_CONVERSATIONS": "Visi Pokalbiai",
@@ -237,6 +244,8 @@
     "CAMPAIGNS": "Akcijos",
     "ONGOING": "Vykstantis",
     "ONE_OFF": "Vienas iš",
+    "REPORTS_SLA": "SLA",
+    "REPORTS_BOT": "Botas",
     "REPORTS_AGENT": "Agentai",
     "REPORTS_LABEL": "Etiketės",
     "REPORTS_INBOX": "Gautų laiškų aplankas",
diff --git a/app/javascript/dashboard/i18n/locale/lt/sla.json b/app/javascript/dashboard/i18n/locale/lt/sla.json
index a7b5313f3..3e2a55314 100644
--- a/app/javascript/dashboard/i18n/locale/lt/sla.json
+++ b/app/javascript/dashboard/i18n/locale/lt/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": "Šią užklausą atitinkančių elementų nėra",
-    "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": [
-        "Vardas",
-        "Aprašymas",
-        "FRT",
-        "NRT",
-        "RT",
-        "Darbo valandos"
-      ]
+      "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": "Įvyko klaida, prašau pabandykite dar kartą"
       }
     },
-    "EDIT": {
-      "TITLE": "Edit SLA",
+    "DELETE": {
+      "TITLE": "Delete SLA",
       "API": {
-        "SUCCESS_MESSAGE": "SLA updated successfully",
+        "SUCCESS_MESSAGE": "SLA deleted successfully",
         "ERROR_MESSAGE": "Įvyko klaida, prašau pabandykite dar kartą"
+      },
+      "CONFIRM": {
+        "TITLE": "Patvirtinti Ištrynimą",
+        "MESSAGE": "Are you sure you want to delete ",
+        "YES": "Taip, Trinti ",
+        "NO": "Ne, Išsaugoti "
       }
+    },
+    "EVENTS": {
+      "TITLE": "SLA Misses",
+      "FRT": "First response time",
+      "NRT": "Next response time",
+      "RT": "Resolution time",
+      "SHOW_MORE": "{count} more",
+      "HIDE": "Hide {count} rows"
     }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/lv/contact.json b/app/javascript/dashboard/i18n/locale/lv/contact.json
index 583e5aa2a..4ffdfd5bc 100644
--- a/app/javascript/dashboard/i18n/locale/lv/contact.json
+++ b/app/javascript/dashboard/i18n/locale/lv/contact.json
@@ -296,6 +296,8 @@
     "BUTTON": "Pievienot pielāgotu īpašību",
     "NOT_AVAILABLE": "Šai kontaktpersonai nav pieejamas pielāgotas īpašības.",
     "COPY_SUCCESSFUL": "Veiksmīgi nokopēts uz clipboard",
+    "SHOW_MORE": "Rādīt visus atribūtus",
+    "SHOW_LESS": "Rādīt mazāk atribūtu",
     "ACTIONS": {
       "COPY": "Kopēt īpašību",
       "DELETE": "Dzēst īpašību",
diff --git a/app/javascript/dashboard/i18n/locale/lv/contactFilters.json b/app/javascript/dashboard/i18n/locale/lv/contactFilters.json
index 51749df37..0ff3e35be 100644
--- a/app/javascript/dashboard/i18n/locale/lv/contactFilters.json
+++ b/app/javascript/dashboard/i18n/locale/lv/contactFilters.json
@@ -44,7 +44,8 @@
       "CUSTOM_ATTRIBUTE_CHECKBOX": "Izvēles rūtiņa",
       "CREATED_AT": "Izveidots",
       "LAST_ACTIVITY": "Pēdējās Darbības",
-      "REFERER_LINK": "Atsauces sniedzēja saite"
+      "REFERER_LINK": "Atsauces sniedzēja saite",
+      "BLOCKED": "Bloķēts"
     },
     "GROUPS": {
       "STANDARD_FILTERS": "Standarta Filtri",
diff --git a/app/javascript/dashboard/i18n/locale/lv/conversation.json b/app/javascript/dashboard/i18n/locale/lv/conversation.json
index 363373426..fc29f433d 100644
--- a/app/javascript/dashboard/i18n/locale/lv/conversation.json
+++ b/app/javascript/dashboard/i18n/locale/lv/conversation.json
@@ -64,7 +64,14 @@
       "SNOOZED_UNTIL": "Atlikts līdz",
       "SNOOZED_UNTIL_TOMORROW": "Atlikts līdz rītdienai",
       "SNOOZED_UNTIL_NEXT_WEEK": "Atlikts līdz nākamajai nedēļai",
-      "SNOOZED_UNTIL_NEXT_REPLY": "Atlikts līdz nākamajai atbildei"
+      "SNOOZED_UNTIL_NEXT_REPLY": "Atlikts līdz nākamajai atbildei",
+      "SLA_STATUS": {
+        "FRT": "FRT {status}",
+        "NRT": "NRT {status}",
+        "RT": "RT {status}",
+        "MISSED": "nokavēti",
+        "DUE": "jābeidz"
+      }
     },
     "RESOLVE_DROPDOWN": {
       "MARK_PENDING": "Atzīmēt kā neapstiprinātu",
diff --git a/app/javascript/dashboard/i18n/locale/lv/general.json b/app/javascript/dashboard/i18n/locale/lv/general.json
new file mode 100644
index 000000000..31176001d
--- /dev/null
+++ b/app/javascript/dashboard/i18n/locale/lv/general.json
@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Rāda {firstIndex}-{lastIndex} no {totalCount} vienībām"
+  }
+}
diff --git a/app/javascript/dashboard/i18n/locale/lv/generalSettings.json b/app/javascript/dashboard/i18n/locale/lv/generalSettings.json
index 3f1429b98..cda081602 100644
--- a/app/javascript/dashboard/i18n/locale/lv/generalSettings.json
+++ b/app/javascript/dashboard/i18n/locale/lv/generalSettings.json
@@ -87,7 +87,10 @@
       "conversation_assignment": "Saruna Piešķirta",
       "assigned_conversation_new_message": "Jauns ziņojums",
       "participating_conversation_new_message": "Jauns ziņojums",
-      "conversation_mention": "Pieminēt"
+      "conversation_mention": "Pieminēt",
+      "sla_missed_first_response": "SLA Nokavēts",
+      "sla_missed_next_response": "SLA Nokavēts",
+      "sla_missed_resolution": "SLA Nokavēts"
     }
   },
   "NETWORK": {
diff --git a/app/javascript/dashboard/i18n/locale/lv/inbox.json b/app/javascript/dashboard/i18n/locale/lv/inbox.json
index 4a824e2df..6030cd3fb 100644
--- a/app/javascript/dashboard/i18n/locale/lv/inbox.json
+++ b/app/javascript/dashboard/i18n/locale/lv/inbox.json
@@ -4,24 +4,28 @@
       "TITLE": "Iesūtne",
       "DISPLAY_DROPDOWN": "Parādīt",
       "LOADING": "Notiek paziņojumu iegūšana",
-      "EOF": "Visi paziņojumi ir ielādēti",
       "404": "Šajā grupā nav aktīvu paziņojumu.",
       "NO_NOTIFICATIONS": "Nav paziņojumu",
       "NOTE": "Paziņojumi no visām abonētajām iesūtnēm",
+      "NO_MESSAGES_AVAILABLE": "Nevar iegūt ziņojumus",
       "SNOOZED_UNTIL": "Atlikts līdz",
       "SNOOZED_UNTIL_TOMORROW": "Atlikts līdz rītdienai",
       "SNOOZED_UNTIL_NEXT_WEEK": "Atlikts līdz nākamajai nedēļai"
     },
     "ACTION_HEADER": {
       "SNOOZE": "Atlikt paziņojumu",
-      "DELETE": "Dzēst paziņojumu"
+      "DELETE": "Dzēst paziņojumu",
+      "BACK": "Atpakaļ"
     },
     "TYPES": {
       "CONVERSATION_MENTION": "Jūs esat pieminēts sarunā",
       "CONVERSATION_CREATION": "Izveidota jauna saruna",
       "CONVERSATION_ASSIGNMENT": "Jums ir piešķirta saruna",
       "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Jauns ziņojums piešķirtajā sarunā",
-      "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Jauns ziņojums sarunā, kurā piedalāties"
+      "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Jauns ziņojums sarunā, kurā piedalāties",
+      "SLA_MISSED_FIRST_RESPONSE": "SLA pirmā sarunas atbilde nokavēta",
+      "SLA_MISSED_NEXT_RESPONSE": "SLA nākamā sarunas atbilde nokavēta",
+      "SLA_MISSED_RESOLUTION": "SLA sarunas atrisināšanas laiks nokavēts"
     },
     "MENU_ITEM": {
       "MARK_AS_READ": "Atzīmēt kā lasītu",
diff --git a/app/javascript/dashboard/i18n/locale/lv/report.json b/app/javascript/dashboard/i18n/locale/lv/report.json
index 6fd89a411..97d3b886b 100644
--- a/app/javascript/dashboard/i18n/locale/lv/report.json
+++ b/app/javascript/dashboard/i18n/locale/lv/report.json
@@ -35,6 +35,14 @@
         "NAME": "Atrisināšanas Skaits",
         "DESC": "( Kopā )"
       },
+      "BOT_RESOLUTION_COUNT": {
+        "NAME": "Atrisināšanas Skaits",
+        "DESC": "( Kopā )"
+      },
+      "BOT_HANDOFF_COUNT": {
+        "NAME": "Nodošanas Skaits",
+        "DESC": "( Kopā )"
+      },
       "REPLY_TIME": {
         "NAME": "Klienta gaidīšanas laiks",
         "TOOLTIP_TEXT": "Gaidīšanas laiks ir %{metricValue} (pamatojoties uz %{conversationCount} atbildēm)"
@@ -130,7 +138,11 @@
         "groupBy": "Mēnesis"
       }
     ],
-    "BUSINESS_HOURS": "Darba Laiks"
+    "BUSINESS_HOURS": "Darba Laiks",
+    "FILTER_ACTIONS": {
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "Nav atrasts"
+    }
   },
   "AGENT_REPORTS": {
     "HEADER": "Aģentu Pārskats",
@@ -433,6 +445,27 @@
       }
     }
   },
+  "BOT_REPORTS": {
+    "HEADER": "Robotu Atskaites",
+    "METRIC": {
+      "TOTAL_CONVERSATIONS": {
+        "LABEL": "Sarunu Skaits",
+        "TOOLTIP": "Kopējais robota apstrādāto sarunu skaits"
+      },
+      "TOTAL_RESPONSES": {
+        "LABEL": "Kopējais atbilžu skaits",
+        "TOOLTIP": "Kopējais robota nosūtīto atbilžu skaits"
+      },
+      "RESOLUTION_RATE": {
+        "LABEL": "Atrisināšanas Apjoms",
+        "TOOLTIP": "Kopējais robota atrisināto sarunu skaits / kopējais robota apstrādāto sarunu skaits * 100"
+      },
+      "HANDOFF_RATE": {
+        "LABEL": "Nodošanas Apjoms",
+        "TOOLTIP": "Kopējais aģentiem nodoto sarunu skaits / kopējais robota apstrādāto sarunu skaits * 100"
+      }
+    }
+  },
   "OVERVIEW_REPORTS": {
     "HEADER": "Pārskats",
     "LIVE": "Tiešraide",
@@ -476,5 +509,54 @@
     "THURSDAY": "Ceturtdiena",
     "FRIDAY": "Piektdiena",
     "SATURDAY": "Sestdiena"
+  },
+  "SLA_REPORTS": {
+    "HEADER": "SLA Atskaites",
+    "NO_RECORDS": "SLA sarunas nav pieejamas.",
+    "LOADING": "Notiek SLA datu ielāde...",
+    "DOWNLOAD_SLA_REPORTS": "Lejupielādēt SLA atskaites",
+    "DOWNLOAD_FAILED": "Neizdevās lejupielādēt SLA atskaites",
+    "DROPDOWN": {
+      "ADD_FIlTER": "Pievienot filtru",
+      "CLEAR_ALL": "Clear all",
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "Nav atrasts",
+      "NO_FILTER": "No filters available",
+      "SEARCH": "Search filter",
+      "INPUT_PLACEHOLDER": {
+        "SLA": "SLA name",
+        "AGENTS": "Aģenta vārds",
+        "INBOXES": "Iesūtnes nosaukums",
+        "LABELS": "Etiķetes nosaukums",
+        "TEAMS": "Komandas nosaukums"
+      },
+      "SLA": "SLA politika",
+      "INBOXES": "Iesūtne",
+      "AGENTS": "Aģents",
+      "LABELS": "Etiķete",
+      "TEAMS": "Komanda"
+    },
+    "METRICS": {
+      "HIT_RATE": {
+        "LABEL": "Rezultātu Līmenis",
+        "TOOLTIP": "Izveidoto SLA procentuālā daļa tika veiksmīgi pabeigta"
+      },
+      "NO_OF_MISSES": {
+        "LABEL": "Nokavēto Skaits",
+        "TOOLTIP": "Kopējais nokavēto SLA skaits noteiktā periodā"
+      },
+      "NO_OF_CONVERSATIONS": {
+        "LABEL": "Sarunu Skaits",
+        "TOOLTIP": "Kopējais sarunu skaits ar SLA"
+      }
+    },
+    "TABLE": {
+      "HEADER": {
+        "POLICY": "Politika",
+        "CONVERSATION": "Saruna",
+        "AGENT": "Aģents"
+      },
+      "VIEW_DETAILS": "Skatīt Detaļas"
+    }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/lv/settings.json b/app/javascript/dashboard/i18n/locale/lv/settings.json
index 05ab720b8..ef6b9fb3f 100644
--- a/app/javascript/dashboard/i18n/locale/lv/settings.json
+++ b/app/javascript/dashboard/i18n/locale/lv/settings.json
@@ -83,7 +83,10 @@
         "CONVERSATION_CREATION": "Nosūtīt e -pasta paziņojumus, kad tiek izveidota jauna saruna",
         "CONVERSATION_MENTION": "Nosūtīt e -pasta paziņojumus, kad tiekat pieminēts sarunā",
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Nosūtīt e -pasta paziņojumus, kad piešķirtā sarunā tiek izveidots jauns ziņojums",
-        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Sūtīt e-pasta paziņojumus, kad sarunā tiek izveidots jauns ziņojums"
+        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Sūtīt e-pasta paziņojumus, kad sarunā tiek izveidots jauns ziņojums",
+        "SLA_MISSED_FIRST_RESPONSE": "Nosūtīt e-pasta paziņojumus, ja sarunā tiek nokavēts pirmās atbildes SLA",
+        "SLA_MISSED_NEXT_RESPONSE": "Nosūtīt e-pasta paziņojumus, ja sarunā tiek nokavēts nākamās atbildes SLA",
+        "SLA_MISSED_RESOLUTION": "Nosūtīt e-pasta paziņojumus, ja sarunā tiek nokavēts atrisināšanas SLA"
       },
       "API": {
         "UPDATE_SUCCESS": "Jūsu paziņojumu preferences ir veiksmīgi atjauninātas",
@@ -98,7 +101,10 @@
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Nosūtīt push paziņojumus, kad piešķirtā sarunā tiek izveidots jauns ziņojums",
         "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Sūtīt push paziņojumus, kad sarunā tiek izveidots jauns ziņojums",
         "HAS_ENABLED_PUSH": "Jūs esat iespējojis push šajā pārlūkprogrammā.",
-        "REQUEST_PUSH": "Iespējot push paziņojumus"
+        "REQUEST_PUSH": "Iespējot push paziņojumus",
+        "SLA_MISSED_FIRST_RESPONSE": "Nosūtīt push paziņojumus, ja sarunā tiek nokavēts pirmās atbildes SLA",
+        "SLA_MISSED_NEXT_RESPONSE": "Nosūtīt push paziņojumus, ja sarunā tiek nokavēts nākamās atbildes SLA",
+        "SLA_MISSED_RESOLUTION": "Nosūtīt push paziņojumus, ja sarunā tiek nokavēts atrisināšanas SLA"
       },
       "PROFILE_IMAGE": {
         "LABEL": "Profila Attēls"
@@ -199,6 +205,7 @@
   "SIDEBAR": {
     "CURRENTLY_VIEWING_ACCOUNT": "Pašlaik skatās:",
     "SWITCH": "Pārslēgt",
+    "INBOX_VIEW": "Iesūtnes Skats",
     "CONVERSATIONS": "Sarunas",
     "INBOX": "Iesūtne",
     "ALL_CONVERSATIONS": "Visas Sarunas",
@@ -237,6 +244,8 @@
     "CAMPAIGNS": "Kampaņas",
     "ONGOING": "Notiekošs",
     "ONE_OFF": "Vienreizējs",
+    "REPORTS_SLA": "SLA",
+    "REPORTS_BOT": "Bot",
     "REPORTS_AGENT": "Aģenti",
     "REPORTS_LABEL": "Etiķetes",
     "REPORTS_INBOX": "Iesūtne",
diff --git a/app/javascript/dashboard/i18n/locale/lv/sla.json b/app/javascript/dashboard/i18n/locale/lv/sla.json
index 24e332661..cfc634c3c 100644
--- a/app/javascript/dashboard/i18n/locale/lv/sla.json
+++ b/app/javascript/dashboard/i18n/locale/lv/sla.json
@@ -1,22 +1,31 @@
 {
   "SLA": {
     "HEADER": "SLA",
-    "HEADER_BTN_TXT": "Pievienot SLA",
+    "ADD_ACTION": "Pievienot SLA",
+    "ADD_ACTION_LONG": "Izveidot jaunu SLA politiku",
+    "DESCRIPTION": "Pakalpojuma līmeņa līgumi (SLA) ir līgumi, kas nosaka skaidras cerības starp jūsu komandu un klientiem. Tie nosaka atbildes un atrisināšanas laika standartus, veidojot pārskatatbildības sistēmu un nodrošinot konsekventu, augstas kvalitātes pieredzi.",
+    "LEARN_MORE": "Uzzināt vairāk par SLA",
     "LOADING": "Notiek SLA iegūšana",
-    "SEARCH_404": "Šim vaicājumam nav atbilstošu vienumu",
-    "SIDEBAR_TXT": "<p><b>SLA</b> <p>Uztveriet Pakalpojuma Līmeņa Vienošanos (SLA) kā draudzīgu solījumu starp pakalpojumu sniedzēju un klientu.</p> <p> Šis solījums skaidri nosaka cik ātri komanda reaģēs uz problēmām un nodrošina, ka Jūs vienmēr saņemsiet uzticamu un izcilu pakalpojumu!</p>",
     "LIST": {
       "404": "Šim kontam nav piesaistīti SLA līgumi.",
-      "TITLE": "Pārvaldīt SLA",
-      "DESC": "SLA: Draudzīgi solījumi priekš lieliska servisa!",
-      "TABLE_HEADER": [
-        "Nosaukums",
-        "Apraksts",
-        "FRT",
-        "NRT",
-        "RT",
-        "Darba Laiks"
-      ]
+      "EMPTY": {
+        "TITLE_1": "Enterprise P0",
+        "DESC_1": "Uzņēmuma klientu izvirzītās problēmas, kurām nepieciešama tūlītēja uzmanība.",
+        "TITLE_2": "Enterprise P1",
+        "DESC_2": "Uzņēmuma klientu izvirzītās problēmas, uz kurām ātri jāreaģē."
+      },
+      "BUSINESS_HOURS_ON": "Darba laiks ieslēgts",
+      "BUSINESS_HOURS_OFF": "Darba laiks izslēgts",
+      "RESPONSE_TYPES": {
+        "FRT": "Pirmās atbildes laika slieksnis",
+        "NRT": "Nākamās atbildes laika slieksnis",
+        "RT": "Atrisināšanas laika slieksnis",
+        "SHORT_HAND": {
+          "FRT": "FRT",
+          "NRT": "NRT",
+          "RT": "RT"
+        }
+      }
     },
     "FORM": {
       "NAME": {
@@ -56,18 +65,32 @@
     },
     "ADD": {
       "TITLE": "Pievienot SLA",
-      "DESC": "SLA: Draudzīgi solījumi priekš lieliska servisa!",
+      "DESC": "Draudzīgi solījumi priekš lieliska servisa!",
       "API": {
         "SUCCESS_MESSAGE": "SLA ir veiksmīgi pievienots",
         "ERROR_MESSAGE": "Radās kļūda. Lūdzu, mēģiniet vēlreiz"
       }
     },
-    "EDIT": {
-      "TITLE": "Rediģēt SLA",
+    "DELETE": {
+      "TITLE": "Dzēst SLA",
       "API": {
-        "SUCCESS_MESSAGE": "SLA ir veiksmīgi atjaunināts",
+        "SUCCESS_MESSAGE": "SLA ir veiksmīgi izdzēsts",
         "ERROR_MESSAGE": "Radās kļūda. Lūdzu, mēģiniet vēlreiz"
+      },
+      "CONFIRM": {
+        "TITLE": "Apstiprināt Dzēšanu",
+        "MESSAGE": "Vai tiešām vēlaties dzēst ",
+        "YES": "Jā, Dzēst ",
+        "NO": "Nē, Paturēt "
       }
+    },
+    "EVENTS": {
+      "TITLE": "Nokavētie SLA",
+      "FRT": "Pirmās reakcijas laiks",
+      "NRT": "Nākamās reakcijas laiks",
+      "RT": "Atrisināšanas laiks",
+      "SHOW_MORE": "{count} vairāk",
+      "HIDE": "Slēpt {count} rindas"
     }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/ml/contact.json b/app/javascript/dashboard/i18n/locale/ml/contact.json
index 4a5f438a5..2107fb304 100644
--- a/app/javascript/dashboard/i18n/locale/ml/contact.json
+++ b/app/javascript/dashboard/i18n/locale/ml/contact.json
@@ -296,6 +296,8 @@
     "BUTTON": "Add custom attribute",
     "NOT_AVAILABLE": "There are no custom attributes available for this contact.",
     "COPY_SUCCESSFUL": "ക്ലിപ്പ്ബോർഡിലേക്ക് വിജയകരമായി പകർത്തി",
+    "SHOW_MORE": "Show all attributes",
+    "SHOW_LESS": "Show less attributes",
     "ACTIONS": {
       "COPY": "Copy attribute",
       "DELETE": "Delete attribute",
diff --git a/app/javascript/dashboard/i18n/locale/ml/contactFilters.json b/app/javascript/dashboard/i18n/locale/ml/contactFilters.json
index fc4451d34..76f3d0340 100644
--- a/app/javascript/dashboard/i18n/locale/ml/contactFilters.json
+++ b/app/javascript/dashboard/i18n/locale/ml/contactFilters.json
@@ -44,7 +44,8 @@
       "CUSTOM_ATTRIBUTE_CHECKBOX": "Checkbox",
       "CREATED_AT": "Created At",
       "LAST_ACTIVITY": "അവസാന പ്രവർത്തനം",
-      "REFERER_LINK": "Referrer link"
+      "REFERER_LINK": "Referrer link",
+      "BLOCKED": "Blocked"
     },
     "GROUPS": {
       "STANDARD_FILTERS": "Standard Filters",
diff --git a/app/javascript/dashboard/i18n/locale/ml/conversation.json b/app/javascript/dashboard/i18n/locale/ml/conversation.json
index 8d41845cf..bafd5d580 100644
--- a/app/javascript/dashboard/i18n/locale/ml/conversation.json
+++ b/app/javascript/dashboard/i18n/locale/ml/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",
diff --git a/app/javascript/dashboard/i18n/locale/ml/general.json b/app/javascript/dashboard/i18n/locale/ml/general.json
new file mode 100644
index 000000000..25bb4dfb7
--- /dev/null
+++ b/app/javascript/dashboard/i18n/locale/ml/general.json
@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}
diff --git a/app/javascript/dashboard/i18n/locale/ml/generalSettings.json b/app/javascript/dashboard/i18n/locale/ml/generalSettings.json
index ddeed8fc8..220e515ce 100644
--- a/app/javascript/dashboard/i18n/locale/ml/generalSettings.json
+++ b/app/javascript/dashboard/i18n/locale/ml/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": {
diff --git a/app/javascript/dashboard/i18n/locale/ml/inbox.json b/app/javascript/dashboard/i18n/locale/ml/inbox.json
index 63fce6b2a..ea64393d3 100644
--- a/app/javascript/dashboard/i18n/locale/ml/inbox.json
+++ b/app/javascript/dashboard/i18n/locale/ml/inbox.json
@@ -4,24 +4,28 @@
       "TITLE": "ഇൻബോക്സ്",
       "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": "മടങ്ങിപ്പോവുക"
     },
     "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",
diff --git a/app/javascript/dashboard/i18n/locale/ml/report.json b/app/javascript/dashboard/i18n/locale/ml/report.json
index 0abfb4b34..0303cbf46 100644
--- a/app/javascript/dashboard/i18n/locale/ml/report.json
+++ b/app/javascript/dashboard/i18n/locale/ml/report.json
@@ -35,6 +35,14 @@
         "NAME": "മിഴിവ് എണ്ണം",
         "DESC": "( ആകെ )"
       },
+      "BOT_RESOLUTION_COUNT": {
+        "NAME": "മിഴിവ് എണ്ണം",
+        "DESC": "(ആകെ)"
+      },
+      "BOT_HANDOFF_COUNT": {
+        "NAME": "Handoff Count",
+        "DESC": "(ആകെ)"
+      },
       "REPLY_TIME": {
         "NAME": "Customer waiting time",
         "TOOLTIP_TEXT": "Waiting time is %{metricValue} (based on %{conversationCount} replies)"
@@ -130,7 +138,11 @@
         "groupBy": "മാസം"
       }
     ],
-    "BUSINESS_HOURS": "Business Hours"
+    "BUSINESS_HOURS": "Business Hours",
+    "FILTER_ACTIONS": {
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "ഒരു ഫലവും കണ്ടെത്താനായില്ല"
+    }
   },
   "AGENT_REPORTS": {
     "HEADER": "ഏജന്റുമാരുടെ അവലോകനം",
@@ -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": "അവലോകനം",
     "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": "ഒരു ഫലവും കണ്ടെത്താനായില്ല",
+      "NO_FILTER": "No filters available",
+      "SEARCH": "Search filter",
+      "INPUT_PLACEHOLDER": {
+        "SLA": "SLA name",
+        "AGENTS": "Agent name",
+        "INBOXES": "Inbox name",
+        "LABELS": "ലേബൽ നാമം",
+        "TEAMS": "ടീമിന്റെ പേര്"
+      },
+      "SLA": "SLA Policy",
+      "INBOXES": "ഇൻബോക്സ്",
+      "AGENTS": "ഏജന്റ്",
+      "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": "സംഭാഷണം",
+        "AGENT": "ഏജന്റ്"
+      },
+      "VIEW_DETAILS": "View Details"
+    }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/ml/settings.json b/app/javascript/dashboard/i18n/locale/ml/settings.json
index e9f539c2b..3fd9a9e1e 100644
--- a/app/javascript/dashboard/i18n/locale/ml/settings.json
+++ b/app/javascript/dashboard/i18n/locale/ml/settings.json
@@ -83,7 +83,10 @@
         "CONVERSATION_CREATION": "ഒരു പുതിയ സംഭാഷണം സൃഷ്ടിക്കുമ്പോൾ ഇമെയിൽ അറിയിപ്പുകൾ അയയ്ക്കുക",
         "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": "പ്രൊഫൈൽ ചിത്രം"
@@ -199,6 +205,7 @@
   "SIDEBAR": {
     "CURRENTLY_VIEWING_ACCOUNT": "Currently viewing:",
     "SWITCH": "Switch",
+    "INBOX_VIEW": "Inbox View",
     "CONVERSATIONS": "സംഭാഷണങ്ങൾ",
     "INBOX": "ഇൻബോക്സ്",
     "ALL_CONVERSATIONS": "All Conversations",
@@ -237,6 +244,8 @@
     "CAMPAIGNS": "പ്രചാരണങ്ങൾ",
     "ONGOING": "Ongoing",
     "ONE_OFF": "One off",
+    "REPORTS_SLA": "SLA",
+    "REPORTS_BOT": "ബോട്ട്",
     "REPORTS_AGENT": "ഏജന്റുമാർ",
     "REPORTS_LABEL": "ലേബലുകൾ",
     "REPORTS_INBOX": "ഇൻബോക്സ്",
diff --git a/app/javascript/dashboard/i18n/locale/ml/sla.json b/app/javascript/dashboard/i18n/locale/ml/sla.json
index 927c6cd3e..e11829eaf 100644
--- a/app/javascript/dashboard/i18n/locale/ml/sla.json
+++ b/app/javascript/dashboard/i18n/locale/ml/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": "ഈ ചോദ്യവുമായി പൊരുത്തപ്പെടുന്ന ഇനങ്ങളൊന്നുമില്ല",
-    "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": [
-        "പേര്",
-        "വിവരണം",
-        "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": "ഒരു പിശക് ഉണ്ടായിരുന്നു, ദയവായി വീണ്ടും ശ്രമിക്കുക"
       }
     },
-    "EDIT": {
-      "TITLE": "Edit SLA",
+    "DELETE": {
+      "TITLE": "Delete SLA",
       "API": {
-        "SUCCESS_MESSAGE": "SLA updated successfully",
+        "SUCCESS_MESSAGE": "SLA deleted successfully",
         "ERROR_MESSAGE": "ഒരു പിശക് ഉണ്ടായിരുന്നു, ദയവായി വീണ്ടും ശ്രമിക്കുക"
+      },
+      "CONFIRM": {
+        "TITLE": "ഇല്ലാതാക്കൽ സ്ഥിരീകരിക്കുക",
+        "MESSAGE": "Are you sure you want to delete ",
+        "YES": "അതെ, ഇല്ലാതാക്കുക ",
+        "NO": "ഇല്ല, സൂക്ഷിക്കുക"
       }
+    },
+    "EVENTS": {
+      "TITLE": "SLA Misses",
+      "FRT": "ആദ്യ പ്രതികരണ സമയം",
+      "NRT": "Next response time",
+      "RT": "Resolution time",
+      "SHOW_MORE": "{count} more",
+      "HIDE": "Hide {count} rows"
     }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/ms/contact.json b/app/javascript/dashboard/i18n/locale/ms/contact.json
index 634182e05..a3f1238a5 100644
--- a/app/javascript/dashboard/i18n/locale/ms/contact.json
+++ b/app/javascript/dashboard/i18n/locale/ms/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",
diff --git a/app/javascript/dashboard/i18n/locale/ms/contactFilters.json b/app/javascript/dashboard/i18n/locale/ms/contactFilters.json
index 6fd151efa..90bed86c4 100644
--- a/app/javascript/dashboard/i18n/locale/ms/contactFilters.json
+++ b/app/javascript/dashboard/i18n/locale/ms/contactFilters.json
@@ -44,7 +44,8 @@
       "CUSTOM_ATTRIBUTE_CHECKBOX": "Kotak Semak",
       "CREATED_AT": "Dicipta Pada",
       "LAST_ACTIVITY": "Last Activity",
-      "REFERER_LINK": "Referrer link"
+      "REFERER_LINK": "Referrer link",
+      "BLOCKED": "Blocked"
     },
     "GROUPS": {
       "STANDARD_FILTERS": "Penapis Standard",
diff --git a/app/javascript/dashboard/i18n/locale/ms/conversation.json b/app/javascript/dashboard/i18n/locale/ms/conversation.json
index c90833552..cbedd030c 100644
--- a/app/javascript/dashboard/i18n/locale/ms/conversation.json
+++ b/app/javascript/dashboard/i18n/locale/ms/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",
diff --git a/app/javascript/dashboard/i18n/locale/ms/general.json b/app/javascript/dashboard/i18n/locale/ms/general.json
new file mode 100644
index 000000000..25bb4dfb7
--- /dev/null
+++ b/app/javascript/dashboard/i18n/locale/ms/general.json
@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}
diff --git a/app/javascript/dashboard/i18n/locale/ms/generalSettings.json b/app/javascript/dashboard/i18n/locale/ms/generalSettings.json
index 9c5a720aa..67fdef7d1 100644
--- a/app/javascript/dashboard/i18n/locale/ms/generalSettings.json
+++ b/app/javascript/dashboard/i18n/locale/ms/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": {
diff --git a/app/javascript/dashboard/i18n/locale/ms/inbox.json b/app/javascript/dashboard/i18n/locale/ms/inbox.json
index bca81b233..e4b59a1a9 100644
--- a/app/javascript/dashboard/i18n/locale/ms/inbox.json
+++ b/app/javascript/dashboard/i18n/locale/ms/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",
diff --git a/app/javascript/dashboard/i18n/locale/ms/report.json b/app/javascript/dashboard/i18n/locale/ms/report.json
index 38a1e7df5..444938137 100644
--- a/app/javascript/dashboard/i18n/locale/ms/report.json
+++ b/app/javascript/dashboard/i18n/locale/ms/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": "Tiada dijumpa"
+    }
   },
   "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": "Tiada dijumpa",
+      "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": "Ejen",
+      "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": "Ejen"
+      },
+      "VIEW_DETAILS": "View Details"
+    }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/ms/settings.json b/app/javascript/dashboard/i18n/locale/ms/settings.json
index 6eb09f3d7..16fc6aa9c 100644
--- a/app/javascript/dashboard/i18n/locale/ms/settings.json
+++ b/app/javascript/dashboard/i18n/locale/ms/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": "Ejen",
     "REPORTS_LABEL": "Labels",
     "REPORTS_INBOX": "Inbox",
diff --git a/app/javascript/dashboard/i18n/locale/ms/sla.json b/app/javascript/dashboard/i18n/locale/ms/sla.json
index 6f4ef3905..3e869c8f7 100644
--- a/app/javascript/dashboard/i18n/locale/ms/sla.json
+++ b/app/javascript/dashboard/i18n/locale/ms/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": [
-        "Nama",
-        "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": "Pasti Padamkan",
+        "MESSAGE": "Are you sure you want to delete ",
+        "YES": "Ya, Padamkan ",
+        "NO": "Tidak, simpankan "
       }
+    },
+    "EVENTS": {
+      "TITLE": "SLA Misses",
+      "FRT": "First response time",
+      "NRT": "Next response time",
+      "RT": "Resolution time",
+      "SHOW_MORE": "{count} more",
+      "HIDE": "Hide {count} rows"
     }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/ne/contact.json b/app/javascript/dashboard/i18n/locale/ne/contact.json
index 64bbdb547..9b9ff1453 100644
--- a/app/javascript/dashboard/i18n/locale/ne/contact.json
+++ b/app/javascript/dashboard/i18n/locale/ne/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",
diff --git a/app/javascript/dashboard/i18n/locale/ne/contactFilters.json b/app/javascript/dashboard/i18n/locale/ne/contactFilters.json
index 6a9424c3c..06217a5e4 100644
--- a/app/javascript/dashboard/i18n/locale/ne/contactFilters.json
+++ b/app/javascript/dashboard/i18n/locale/ne/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",
diff --git a/app/javascript/dashboard/i18n/locale/ne/conversation.json b/app/javascript/dashboard/i18n/locale/ne/conversation.json
index 287da1292..0ae3156ca 100644
--- a/app/javascript/dashboard/i18n/locale/ne/conversation.json
+++ b/app/javascript/dashboard/i18n/locale/ne/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",
diff --git a/app/javascript/dashboard/i18n/locale/ne/general.json b/app/javascript/dashboard/i18n/locale/ne/general.json
new file mode 100644
index 000000000..25bb4dfb7
--- /dev/null
+++ b/app/javascript/dashboard/i18n/locale/ne/general.json
@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}
diff --git a/app/javascript/dashboard/i18n/locale/ne/generalSettings.json b/app/javascript/dashboard/i18n/locale/ne/generalSettings.json
index 185d328a5..a252d776f 100644
--- a/app/javascript/dashboard/i18n/locale/ne/generalSettings.json
+++ b/app/javascript/dashboard/i18n/locale/ne/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": {
diff --git a/app/javascript/dashboard/i18n/locale/ne/inbox.json b/app/javascript/dashboard/i18n/locale/ne/inbox.json
index dcac5459f..137aac54b 100644
--- a/app/javascript/dashboard/i18n/locale/ne/inbox.json
+++ b/app/javascript/dashboard/i18n/locale/ne/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",
diff --git a/app/javascript/dashboard/i18n/locale/ne/report.json b/app/javascript/dashboard/i18n/locale/ne/report.json
index 6ff84c5f5..c27532783 100644
--- a/app/javascript/dashboard/i18n/locale/ne/report.json
+++ b/app/javascript/dashboard/i18n/locale/ne/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": "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"
+    }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/ne/settings.json b/app/javascript/dashboard/i18n/locale/ne/settings.json
index 9176bdf3f..e7217f233 100644
--- a/app/javascript/dashboard/i18n/locale/ne/settings.json
+++ b/app/javascript/dashboard/i18n/locale/ne/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",
diff --git a/app/javascript/dashboard/i18n/locale/ne/sla.json b/app/javascript/dashboard/i18n/locale/ne/sla.json
index 806746b75..ce6e3d17e 100644
--- a/app/javascript/dashboard/i18n/locale/ne/sla.json
+++ b/app/javascript/dashboard/i18n/locale/ne/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"
     }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/nl/contact.json b/app/javascript/dashboard/i18n/locale/nl/contact.json
index fc4fb0bc0..149f479c4 100644
--- a/app/javascript/dashboard/i18n/locale/nl/contact.json
+++ b/app/javascript/dashboard/i18n/locale/nl/contact.json
@@ -296,6 +296,8 @@
     "BUTTON": "Aangepast attribuut toevoegen",
     "NOT_AVAILABLE": "Er zijn geen aangepaste attributen beschikbaar voor deze contactpersoon.",
     "COPY_SUCCESSFUL": "Succesvol gekopieerd naar klembord",
+    "SHOW_MORE": "Show all attributes",
+    "SHOW_LESS": "Show less attributes",
     "ACTIONS": {
       "COPY": "Kopieer attribuut",
       "DELETE": "Attribuut verwijderen",
diff --git a/app/javascript/dashboard/i18n/locale/nl/contactFilters.json b/app/javascript/dashboard/i18n/locale/nl/contactFilters.json
index 2664f0756..13d5a3a96 100644
--- a/app/javascript/dashboard/i18n/locale/nl/contactFilters.json
+++ b/app/javascript/dashboard/i18n/locale/nl/contactFilters.json
@@ -44,7 +44,8 @@
       "CUSTOM_ATTRIBUTE_CHECKBOX": "Selectievakje",
       "CREATED_AT": "Aangemaakt op",
       "LAST_ACTIVITY": "Laatste Activiteit",
-      "REFERER_LINK": "Verwijzer link"
+      "REFERER_LINK": "Verwijzer link",
+      "BLOCKED": "Blocked"
     },
     "GROUPS": {
       "STANDARD_FILTERS": "Standaard Filters",
diff --git a/app/javascript/dashboard/i18n/locale/nl/conversation.json b/app/javascript/dashboard/i18n/locale/nl/conversation.json
index bb07b076a..a70ccfa4e 100644
--- a/app/javascript/dashboard/i18n/locale/nl/conversation.json
+++ b/app/javascript/dashboard/i18n/locale/nl/conversation.json
@@ -64,7 +64,14 @@
       "SNOOZED_UNTIL": "Snooze tot",
       "SNOOZED_UNTIL_TOMORROW": "Snoozed tot morgen",
       "SNOOZED_UNTIL_NEXT_WEEK": "Snoozed tot volgende week",
-      "SNOOZED_UNTIL_NEXT_REPLY": "Snoozed tot volgende antwoord"
+      "SNOOZED_UNTIL_NEXT_REPLY": "Snoozed tot volgende antwoord",
+      "SLA_STATUS": {
+        "FRT": "FRT {status}",
+        "NRT": "NRT {status}",
+        "RT": "RT {status}",
+        "MISSED": "missed",
+        "DUE": "due"
+      }
     },
     "RESOLVE_DROPDOWN": {
       "MARK_PENDING": "Markeren als in afwachting van",
diff --git a/app/javascript/dashboard/i18n/locale/nl/general.json b/app/javascript/dashboard/i18n/locale/nl/general.json
new file mode 100644
index 000000000..25bb4dfb7
--- /dev/null
+++ b/app/javascript/dashboard/i18n/locale/nl/general.json
@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}
diff --git a/app/javascript/dashboard/i18n/locale/nl/generalSettings.json b/app/javascript/dashboard/i18n/locale/nl/generalSettings.json
index a3812d30b..fcfc620f9 100644
--- a/app/javascript/dashboard/i18n/locale/nl/generalSettings.json
+++ b/app/javascript/dashboard/i18n/locale/nl/generalSettings.json
@@ -87,7 +87,10 @@
       "conversation_assignment": "Conversation Assigned",
       "assigned_conversation_new_message": "Nieuw bericht",
       "participating_conversation_new_message": "Nieuw bericht",
-      "conversation_mention": "Mention"
+      "conversation_mention": "Mention",
+      "sla_missed_first_response": "SLA Missed",
+      "sla_missed_next_response": "SLA Missed",
+      "sla_missed_resolution": "SLA Missed"
     }
   },
   "NETWORK": {
diff --git a/app/javascript/dashboard/i18n/locale/nl/inbox.json b/app/javascript/dashboard/i18n/locale/nl/inbox.json
index b7ec502d1..7bfc95c2f 100644
--- a/app/javascript/dashboard/i18n/locale/nl/inbox.json
+++ b/app/javascript/dashboard/i18n/locale/nl/inbox.json
@@ -4,24 +4,28 @@
       "TITLE": "Postvak In",
       "DISPLAY_DROPDOWN": "Display",
       "LOADING": "Fetching notifications",
-      "EOF": "Alle notificaties geladen 🎉",
       "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": "Snooze tot",
       "SNOOZED_UNTIL_TOMORROW": "Snoozed tot morgen",
       "SNOOZED_UNTIL_NEXT_WEEK": "Snoozed tot volgende week"
     },
     "ACTION_HEADER": {
       "SNOOZE": "Snooze notification",
-      "DELETE": "Delete notification"
+      "DELETE": "Delete notification",
+      "BACK": "Terug"
     },
     "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",
diff --git a/app/javascript/dashboard/i18n/locale/nl/report.json b/app/javascript/dashboard/i18n/locale/nl/report.json
index 2e5f4d9d4..d602e11ae 100644
--- a/app/javascript/dashboard/i18n/locale/nl/report.json
+++ b/app/javascript/dashboard/i18n/locale/nl/report.json
@@ -35,6 +35,14 @@
         "NAME": "Aantal Resoluties",
         "DESC": "( Totaal )"
       },
+      "BOT_RESOLUTION_COUNT": {
+        "NAME": "Aantal Resoluties",
+        "DESC": "( Totaal )"
+      },
+      "BOT_HANDOFF_COUNT": {
+        "NAME": "Handoff Count",
+        "DESC": "( Totaal )"
+      },
       "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": "Geen resultaten gevonden"
+    }
   },
   "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": "Filter toevoegen",
+      "CLEAR_ALL": "Clear all",
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "Geen resultaten gevonden",
+      "NO_FILTER": "No filters available",
+      "SEARCH": "Search filter",
+      "INPUT_PLACEHOLDER": {
+        "SLA": "SLA name",
+        "AGENTS": "Agent naam",
+        "INBOXES": "Naam postvak",
+        "LABELS": "Label naam",
+        "TEAMS": "Team Naam"
+      },
+      "SLA": "SLA Policy",
+      "INBOXES": "Postvak In",
+      "AGENTS": "Medewerker",
+      "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": "Gesprek",
+        "AGENT": "Medewerker"
+      },
+      "VIEW_DETAILS": "View Details"
+    }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/nl/settings.json b/app/javascript/dashboard/i18n/locale/nl/settings.json
index c7ecf0c8f..a68fb5514 100644
--- a/app/javascript/dashboard/i18n/locale/nl/settings.json
+++ b/app/javascript/dashboard/i18n/locale/nl/settings.json
@@ -83,7 +83,10 @@
         "CONVERSATION_CREATION": "E-mailberichten verzenden wanneer een nieuw gesprek is gemaakt",
         "CONVERSATION_MENTION": "E-mail notificaties versturen wanneer u in een gesprek wordt genoemd",
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "E-mail notificaties verzenden wanneer een nieuw bericht is gemaakt in een toegewezen gesprek",
-        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "E-mail notificaties verzenden wanneer een nieuw bericht is gemaakt in een deelnemend gesprek"
+        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "E-mail notificaties verzenden wanneer een nieuw bericht is gemaakt in een deelnemend gesprek",
+        "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": "Uw notificatie-instellingen zijn succesvol bijgewerkt",
@@ -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": "Je hebt pushberichten voor deze browser ingeschakeld.",
-        "REQUEST_PUSH": "Pushberichten inschakelen"
+        "REQUEST_PUSH": "Pushberichten inschakelen",
+        "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": "Profiel afbeelding"
@@ -199,6 +205,7 @@
   "SIDEBAR": {
     "CURRENTLY_VIEWING_ACCOUNT": "Currently viewing:",
     "SWITCH": "Switch",
+    "INBOX_VIEW": "Inbox View",
     "CONVERSATIONS": "Gesprekken",
     "INBOX": "Postvak In",
     "ALL_CONVERSATIONS": "Alle gesprekken",
@@ -237,6 +244,8 @@
     "CAMPAIGNS": "Campagnes",
     "ONGOING": "Ongoing",
     "ONE_OFF": "One off",
+    "REPORTS_SLA": "SLA",
+    "REPORTS_BOT": "Bot",
     "REPORTS_AGENT": "Medewerkers",
     "REPORTS_LABEL": "Labelen",
     "REPORTS_INBOX": "Postvak In",
diff --git a/app/javascript/dashboard/i18n/locale/nl/sla.json b/app/javascript/dashboard/i18n/locale/nl/sla.json
index b7d7d36e8..963009366 100644
--- a/app/javascript/dashboard/i18n/locale/nl/sla.json
+++ b/app/javascript/dashboard/i18n/locale/nl/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": "Er zijn geen items die overeenkomen met deze zoekopdracht",
-    "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": [
-        "Naam",
-        "Beschrijving",
-        "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": "Er is een fout opgetreden, probeer het opnieuw"
       }
     },
-    "EDIT": {
-      "TITLE": "Edit SLA",
+    "DELETE": {
+      "TITLE": "Delete SLA",
       "API": {
-        "SUCCESS_MESSAGE": "SLA updated successfully",
+        "SUCCESS_MESSAGE": "SLA deleted successfully",
         "ERROR_MESSAGE": "Er is een fout opgetreden, probeer het opnieuw"
+      },
+      "CONFIRM": {
+        "TITLE": "Verwijderen bevestigen",
+        "MESSAGE": "Are you sure you want to delete ",
+        "YES": "Ja, verwijderen ",
+        "NO": "Nee, Behouden "
       }
+    },
+    "EVENTS": {
+      "TITLE": "SLA Misses",
+      "FRT": "Eerste reactietijd",
+      "NRT": "Next response time",
+      "RT": "Resolution time",
+      "SHOW_MORE": "{count} more",
+      "HIDE": "Hide {count} rows"
     }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/no/contact.json b/app/javascript/dashboard/i18n/locale/no/contact.json
index ade37f07e..9e7580924 100644
--- a/app/javascript/dashboard/i18n/locale/no/contact.json
+++ b/app/javascript/dashboard/i18n/locale/no/contact.json
@@ -296,6 +296,8 @@
     "BUTTON": "Add custom attribute",
     "NOT_AVAILABLE": "There are no custom attributes available for this contact.",
     "COPY_SUCCESSFUL": "Kopiert til utklippstavle",
+    "SHOW_MORE": "Show all attributes",
+    "SHOW_LESS": "Show less attributes",
     "ACTIONS": {
       "COPY": "Copy attribute",
       "DELETE": "Delete attribute",
diff --git a/app/javascript/dashboard/i18n/locale/no/contactFilters.json b/app/javascript/dashboard/i18n/locale/no/contactFilters.json
index 756663188..ce34f19c0 100644
--- a/app/javascript/dashboard/i18n/locale/no/contactFilters.json
+++ b/app/javascript/dashboard/i18n/locale/no/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",
diff --git a/app/javascript/dashboard/i18n/locale/no/conversation.json b/app/javascript/dashboard/i18n/locale/no/conversation.json
index f07f3ba57..f5aabf770 100644
--- a/app/javascript/dashboard/i18n/locale/no/conversation.json
+++ b/app/javascript/dashboard/i18n/locale/no/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",
diff --git a/app/javascript/dashboard/i18n/locale/no/general.json b/app/javascript/dashboard/i18n/locale/no/general.json
new file mode 100644
index 000000000..25bb4dfb7
--- /dev/null
+++ b/app/javascript/dashboard/i18n/locale/no/general.json
@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}
diff --git a/app/javascript/dashboard/i18n/locale/no/generalSettings.json b/app/javascript/dashboard/i18n/locale/no/generalSettings.json
index fc500c474..94ec5627a 100644
--- a/app/javascript/dashboard/i18n/locale/no/generalSettings.json
+++ b/app/javascript/dashboard/i18n/locale/no/generalSettings.json
@@ -87,7 +87,10 @@
       "conversation_assignment": "Samtale tildelt",
       "assigned_conversation_new_message": "Ny melding",
       "participating_conversation_new_message": "Ny melding",
-      "conversation_mention": "Omtale"
+      "conversation_mention": "Omtale",
+      "sla_missed_first_response": "SLA Missed",
+      "sla_missed_next_response": "SLA Missed",
+      "sla_missed_resolution": "SLA Missed"
     }
   },
   "NETWORK": {
diff --git a/app/javascript/dashboard/i18n/locale/no/inbox.json b/app/javascript/dashboard/i18n/locale/no/inbox.json
index 01a933135..4dc1979c7 100644
--- a/app/javascript/dashboard/i18n/locale/no/inbox.json
+++ b/app/javascript/dashboard/i18n/locale/no/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": "Tilbake"
     },
     "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",
diff --git a/app/javascript/dashboard/i18n/locale/no/report.json b/app/javascript/dashboard/i18n/locale/no/report.json
index 9f45e26f1..4c09109f1 100644
--- a/app/javascript/dashboard/i18n/locale/no/report.json
+++ b/app/javascript/dashboard/i18n/locale/no/report.json
@@ -35,6 +35,14 @@
         "NAME": "Antall løsninger",
         "DESC": "(Totalt )"
       },
+      "BOT_RESOLUTION_COUNT": {
+        "NAME": "Antall løsninger",
+        "DESC": "(Totalt )"
+      },
+      "BOT_HANDOFF_COUNT": {
+        "NAME": "Handoff Count",
+        "DESC": "(Totalt )"
+      },
       "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": "Ingen resultater funnet"
+    }
   },
   "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": "Ingen resultater funnet",
+      "NO_FILTER": "No filters available",
+      "SEARCH": "Search filter",
+      "INPUT_PLACEHOLDER": {
+        "SLA": "SLA name",
+        "AGENTS": "Agent name",
+        "INBOXES": "Inbox name",
+        "LABELS": "Etikettens navn",
+        "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"
+    }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/no/settings.json b/app/javascript/dashboard/i18n/locale/no/settings.json
index fff2604ef..0ef3954d5 100644
--- a/app/javascript/dashboard/i18n/locale/no/settings.json
+++ b/app/javascript/dashboard/i18n/locale/no/settings.json
@@ -83,7 +83,10 @@
         "CONVERSATION_CREATION": "Send e-postvarsler når en ny samtale opprettes",
         "CONVERSATION_MENTION": "Send varsel på e-post når du er nevnt i en samtale",
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Send e-postvarsler når en ny melding opprettes i en tilordnet samtale",
-        "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": "Dine varslingsinnstillinger er oppdatert",
@@ -98,7 +101,10 @@
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Send push-varsler når en ny melding opprettes i en tilordnet samtale",
         "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Send push notifications when a new message is created in a participating conversation",
         "HAS_ENABLED_PUSH": "Du har aktivert push-varsler for denne nettleseren.",
-        "REQUEST_PUSH": "Aktiver push-varsler"
+        "REQUEST_PUSH": "Aktiver push-varsler",
+        "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": "Profilbilde"
@@ -199,6 +205,7 @@
   "SIDEBAR": {
     "CURRENTLY_VIEWING_ACCOUNT": "Currently viewing:",
     "SWITCH": "Switch",
+    "INBOX_VIEW": "Inbox View",
     "CONVERSATIONS": "Samtaler",
     "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": "Agenter",
     "REPORTS_LABEL": "Etiketter",
     "REPORTS_INBOX": "Inbox",
diff --git a/app/javascript/dashboard/i18n/locale/no/sla.json b/app/javascript/dashboard/i18n/locale/no/sla.json
index 506b3e5ac..3ba88e362 100644
--- a/app/javascript/dashboard/i18n/locale/no/sla.json
+++ b/app/javascript/dashboard/i18n/locale/no/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": "Det finnes ingen elementer som samsvarer med denne spørringen",
-    "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": [
-        "Navn",
-        "Beskrivelse",
-        "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": "Det oppstod en feil. Prøv igjen"
       }
     },
-    "EDIT": {
-      "TITLE": "Edit SLA",
+    "DELETE": {
+      "TITLE": "Delete SLA",
       "API": {
-        "SUCCESS_MESSAGE": "SLA updated successfully",
+        "SUCCESS_MESSAGE": "SLA deleted successfully",
         "ERROR_MESSAGE": "Det oppstod en feil. Prøv igjen"
+      },
+      "CONFIRM": {
+        "TITLE": "Bekreft sletting",
+        "MESSAGE": "Are you sure you want to delete ",
+        "YES": "Ja, slett ",
+        "NO": "Nei, behold "
       }
+    },
+    "EVENTS": {
+      "TITLE": "SLA Misses",
+      "FRT": "Første svartid",
+      "NRT": "Next response time",
+      "RT": "Resolution time",
+      "SHOW_MORE": "{count} more",
+      "HIDE": "Hide {count} rows"
     }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/pl/contact.json b/app/javascript/dashboard/i18n/locale/pl/contact.json
index 7cf08e246..86c5a52ea 100644
--- a/app/javascript/dashboard/i18n/locale/pl/contact.json
+++ b/app/javascript/dashboard/i18n/locale/pl/contact.json
@@ -296,6 +296,8 @@
     "BUTTON": "Dodaj niestandardowy atrybut",
     "NOT_AVAILABLE": "Brak dostępnych niestandardowych atrybutów dla tego kontaktu.",
     "COPY_SUCCESSFUL": "Skopiowano pomyślnie",
+    "SHOW_MORE": "Show all attributes",
+    "SHOW_LESS": "Show less attributes",
     "ACTIONS": {
       "COPY": "Kopiuj atrybut",
       "DELETE": "Usuń atrybut",
diff --git a/app/javascript/dashboard/i18n/locale/pl/contactFilters.json b/app/javascript/dashboard/i18n/locale/pl/contactFilters.json
index bfd473a84..9fd0a23ba 100644
--- a/app/javascript/dashboard/i18n/locale/pl/contactFilters.json
+++ b/app/javascript/dashboard/i18n/locale/pl/contactFilters.json
@@ -44,7 +44,8 @@
       "CUSTOM_ATTRIBUTE_CHECKBOX": "Pole wyboru niestandardowe",
       "CREATED_AT": "Utworzono",
       "LAST_ACTIVITY": "Ostatnia aktywność",
-      "REFERER_LINK": "Link referencyjny"
+      "REFERER_LINK": "Link referencyjny",
+      "BLOCKED": "Blocked"
     },
     "GROUPS": {
       "STANDARD_FILTERS": "Filtry standardowe",
diff --git a/app/javascript/dashboard/i18n/locale/pl/conversation.json b/app/javascript/dashboard/i18n/locale/pl/conversation.json
index c3b01572d..4d02ec21d 100644
--- a/app/javascript/dashboard/i18n/locale/pl/conversation.json
+++ b/app/javascript/dashboard/i18n/locale/pl/conversation.json
@@ -64,7 +64,14 @@
       "SNOOZED_UNTIL": "Uśpione do",
       "SNOOZED_UNTIL_TOMORROW": "Uśpij do jutra",
       "SNOOZED_UNTIL_NEXT_WEEK": "Uśpione do następnego tygodnia",
-      "SNOOZED_UNTIL_NEXT_REPLY": "Uśpione do następnej odpowiedzi"
+      "SNOOZED_UNTIL_NEXT_REPLY": "Uśpione do następnej odpowiedzi",
+      "SLA_STATUS": {
+        "FRT": "FRT {status}",
+        "NRT": "NRT {status}",
+        "RT": "RT {status}",
+        "MISSED": "missed",
+        "DUE": "due"
+      }
     },
     "RESOLVE_DROPDOWN": {
       "MARK_PENDING": "Oznacz jako oczekujące",
diff --git a/app/javascript/dashboard/i18n/locale/pl/general.json b/app/javascript/dashboard/i18n/locale/pl/general.json
new file mode 100644
index 000000000..25bb4dfb7
--- /dev/null
+++ b/app/javascript/dashboard/i18n/locale/pl/general.json
@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}
diff --git a/app/javascript/dashboard/i18n/locale/pl/generalSettings.json b/app/javascript/dashboard/i18n/locale/pl/generalSettings.json
index fbbacf8de..8b2f63b82 100644
--- a/app/javascript/dashboard/i18n/locale/pl/generalSettings.json
+++ b/app/javascript/dashboard/i18n/locale/pl/generalSettings.json
@@ -87,7 +87,10 @@
       "conversation_assignment": "Przypisanie rozmowy",
       "assigned_conversation_new_message": "Nowa wiadomość",
       "participating_conversation_new_message": "Nowa wiadomość",
-      "conversation_mention": "Wzmianka"
+      "conversation_mention": "Wzmianka",
+      "sla_missed_first_response": "SLA Missed",
+      "sla_missed_next_response": "SLA Missed",
+      "sla_missed_resolution": "SLA Missed"
     }
   },
   "NETWORK": {
diff --git a/app/javascript/dashboard/i18n/locale/pl/inbox.json b/app/javascript/dashboard/i18n/locale/pl/inbox.json
index 3d045fd62..fa5f126c2 100644
--- a/app/javascript/dashboard/i18n/locale/pl/inbox.json
+++ b/app/javascript/dashboard/i18n/locale/pl/inbox.json
@@ -4,24 +4,28 @@
       "TITLE": "Skrzynka odbiorcza",
       "DISPLAY_DROPDOWN": "Display",
       "LOADING": "Fetching notifications",
-      "EOF": "Wszystkie powiadomienia załadowane 🎉",
       "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": "Uśpione do",
       "SNOOZED_UNTIL_TOMORROW": "Uśpij do jutra",
       "SNOOZED_UNTIL_NEXT_WEEK": "Uśpione do następnego tygodnia"
     },
     "ACTION_HEADER": {
       "SNOOZE": "Snooze notification",
-      "DELETE": "Delete notification"
+      "DELETE": "Delete notification",
+      "BACK": "Powrót"
     },
     "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",
diff --git a/app/javascript/dashboard/i18n/locale/pl/report.json b/app/javascript/dashboard/i18n/locale/pl/report.json
index 9727192bc..e515579c1 100644
--- a/app/javascript/dashboard/i18n/locale/pl/report.json
+++ b/app/javascript/dashboard/i18n/locale/pl/report.json
@@ -35,6 +35,14 @@
         "NAME": "Liczba rozwiązań",
         "DESC": "(łącznie)"
       },
+      "BOT_RESOLUTION_COUNT": {
+        "NAME": "Liczba rozwiązań",
+        "DESC": "(łącznie)"
+      },
+      "BOT_HANDOFF_COUNT": {
+        "NAME": "Handoff Count",
+        "DESC": "(łącznie)"
+      },
       "REPLY_TIME": {
         "NAME": "Customer waiting time",
         "TOOLTIP_TEXT": "Waiting time is %{metricValue} (based on %{conversationCount} replies)"
@@ -130,7 +138,11 @@
         "groupBy": "Month"
       }
     ],
-    "BUSINESS_HOURS": "Godziny pracy"
+    "BUSINESS_HOURS": "Godziny pracy",
+    "FILTER_ACTIONS": {
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "Nie znaleziono rekordów"
+    }
   },
   "AGENT_REPORTS": {
     "HEADER": "Przegląd agentów",
@@ -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": "Przegląd",
     "LIVE": "Na żywo",
@@ -476,5 +509,54 @@
     "THURSDAY": "Czwartek",
     "FRIDAY": "Piątek",
     "SATURDAY": "Sobota"
+  },
+  "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": "Dodaj filtr",
+      "CLEAR_ALL": "Clear all",
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "Nie znaleziono rekordów",
+      "NO_FILTER": "No filters available",
+      "SEARCH": "Search filter",
+      "INPUT_PLACEHOLDER": {
+        "SLA": "SLA name",
+        "AGENTS": "Nazwa agenta",
+        "INBOXES": "Nazwa skrzynki odbiorczej",
+        "LABELS": "Nazwa etykiety",
+        "TEAMS": "Nazwa zespołu"
+      },
+      "SLA": "SLA Policy",
+      "INBOXES": "Skrzynka odbiorcza",
+      "AGENTS": "Agent",
+      "LABELS": "Etykieta",
+      "TEAMS": "Zespół"
+    },
+    "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": "Rozmowa",
+        "AGENT": "Agent"
+      },
+      "VIEW_DETAILS": "View Details"
+    }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/pl/settings.json b/app/javascript/dashboard/i18n/locale/pl/settings.json
index 1059eebf6..2727f7c4b 100644
--- a/app/javascript/dashboard/i18n/locale/pl/settings.json
+++ b/app/javascript/dashboard/i18n/locale/pl/settings.json
@@ -83,7 +83,10 @@
         "CONVERSATION_CREATION": "Wysyłaj powiadomienia e-mail po utworzeniu nowej rozmowy",
         "CONVERSATION_MENTION": "Wysyłaj powiadomienia e-mail, gdy zostaniesz wymieniony w rozmowie",
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Wysyłaj powiadomienia e-mail, gdy w przypisanej konwersacji zostanie utworzona nowa wiadomość",
-        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Wysyłaj powiadomienia e-mail, gdy w rozmowie, w której bierzesz udział, zostanie utworzona nowa wiadomość"
+        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Wysyłaj powiadomienia e-mail, gdy w rozmowie, w której bierzesz udział, zostanie utworzona nowa wiadomość",
+        "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": "Twoje preferencje powiadomień zostały pomyślnie zaktualizowane",
@@ -98,7 +101,10 @@
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Wysyłaj powiadomienia push, gdy w przypisanej konwersacji zostanie utworzona nowa wiadomość",
         "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Wyślij powiadomienia push, gdy w rozmowie, w której bierzesz udział, zostanie utworzona nowa wiadomość",
         "HAS_ENABLED_PUSH": "Włączyłeś opcję powiadomień push dla tej przeglądarki.",
-        "REQUEST_PUSH": "Włącz powiadomienia push"
+        "REQUEST_PUSH": "Włącz powiadomienia push",
+        "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": "Zdjęcie profilowe"
@@ -199,6 +205,7 @@
   "SIDEBAR": {
     "CURRENTLY_VIEWING_ACCOUNT": "Aktualnie przeglądane konto:",
     "SWITCH": "Przełącz",
+    "INBOX_VIEW": "Inbox View",
     "CONVERSATIONS": "Rozmowy",
     "INBOX": "Skrzynka odbiorcza",
     "ALL_CONVERSATIONS": "Rozmowy",
@@ -237,6 +244,8 @@
     "CAMPAIGNS": "Kampanie",
     "ONGOING": "Trwające",
     "ONE_OFF": "Jednorazowe",
+    "REPORTS_SLA": "SLA",
+    "REPORTS_BOT": "Bot",
     "REPORTS_AGENT": "Agenci",
     "REPORTS_LABEL": "Etykiety",
     "REPORTS_INBOX": "Skrzynka odbiorcza",
diff --git a/app/javascript/dashboard/i18n/locale/pl/sla.json b/app/javascript/dashboard/i18n/locale/pl/sla.json
index 9379c3623..b59df6018 100644
--- a/app/javascript/dashboard/i18n/locale/pl/sla.json
+++ b/app/javascript/dashboard/i18n/locale/pl/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": "Brak wyników pasujących do wyszukiwania",
-    "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": [
-        "Imię",
-        "Opis",
-        "FRT",
-        "NRT",
-        "RT",
-        "Godziny pracy"
-      ]
+      "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": "Wystąpił błąd, spróbuj ponownie"
       }
     },
-    "EDIT": {
-      "TITLE": "Edit SLA",
+    "DELETE": {
+      "TITLE": "Delete SLA",
       "API": {
-        "SUCCESS_MESSAGE": "SLA updated successfully",
+        "SUCCESS_MESSAGE": "SLA deleted successfully",
         "ERROR_MESSAGE": "Wystąpił błąd, spróbuj ponownie"
+      },
+      "CONFIRM": {
+        "TITLE": "Potwierdź usunięcie",
+        "MESSAGE": "Are you sure you want to delete ",
+        "YES": "Tak, usuń ",
+        "NO": "Nie, zachowaj "
       }
+    },
+    "EVENTS": {
+      "TITLE": "SLA Misses",
+      "FRT": "Czas pierwszej odpowiedzi",
+      "NRT": "Next response time",
+      "RT": "Resolution time",
+      "SHOW_MORE": "{count} more",
+      "HIDE": "Hide {count} rows"
     }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/pt/contact.json b/app/javascript/dashboard/i18n/locale/pt/contact.json
index 3a6edbb8a..2710dac57 100644
--- a/app/javascript/dashboard/i18n/locale/pt/contact.json
+++ b/app/javascript/dashboard/i18n/locale/pt/contact.json
@@ -296,6 +296,8 @@
     "BUTTON": "Adicionar atributo personalizado",
     "NOT_AVAILABLE": "Não há atributos personalizados disponíveis para este contacto.",
     "COPY_SUCCESSFUL": "Copiado para área de transferência com sucesso",
+    "SHOW_MORE": "Show all attributes",
+    "SHOW_LESS": "Show less attributes",
     "ACTIONS": {
       "COPY": "Copiar atributo",
       "DELETE": "Apagar atributo",
diff --git a/app/javascript/dashboard/i18n/locale/pt/contactFilters.json b/app/javascript/dashboard/i18n/locale/pt/contactFilters.json
index d7e9d20f9..82be843c2 100644
--- a/app/javascript/dashboard/i18n/locale/pt/contactFilters.json
+++ b/app/javascript/dashboard/i18n/locale/pt/contactFilters.json
@@ -44,7 +44,8 @@
       "CUSTOM_ATTRIBUTE_CHECKBOX": "Caixa de Seleção",
       "CREATED_AT": "Criado Em",
       "LAST_ACTIVITY": "Última atividade",
-      "REFERER_LINK": "Link de referência"
+      "REFERER_LINK": "Link de referência",
+      "BLOCKED": "Bloqueado"
     },
     "GROUPS": {
       "STANDARD_FILTERS": "Filtros Padrão",
diff --git a/app/javascript/dashboard/i18n/locale/pt/conversation.json b/app/javascript/dashboard/i18n/locale/pt/conversation.json
index 5bda9e1f8..d2e0a475a 100644
--- a/app/javascript/dashboard/i18n/locale/pt/conversation.json
+++ b/app/javascript/dashboard/i18n/locale/pt/conversation.json
@@ -64,7 +64,14 @@
       "SNOOZED_UNTIL": "Suspender até",
       "SNOOZED_UNTIL_TOMORROW": "Adiado até amanhã",
       "SNOOZED_UNTIL_NEXT_WEEK": "Adiada até a próxima semana",
-      "SNOOZED_UNTIL_NEXT_REPLY": "Adiado até à próxima resposta"
+      "SNOOZED_UNTIL_NEXT_REPLY": "Adiado até à próxima resposta",
+      "SLA_STATUS": {
+        "FRT": "FRT {status}",
+        "NRT": "NRT {status}",
+        "RT": "RT {status}",
+        "MISSED": "missed",
+        "DUE": "due"
+      }
     },
     "RESOLVE_DROPDOWN": {
       "MARK_PENDING": "Marcar como pendente",
diff --git a/app/javascript/dashboard/i18n/locale/pt/general.json b/app/javascript/dashboard/i18n/locale/pt/general.json
new file mode 100644
index 000000000..25bb4dfb7
--- /dev/null
+++ b/app/javascript/dashboard/i18n/locale/pt/general.json
@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}
diff --git a/app/javascript/dashboard/i18n/locale/pt/generalSettings.json b/app/javascript/dashboard/i18n/locale/pt/generalSettings.json
index 3a0c02296..d01d0b243 100644
--- a/app/javascript/dashboard/i18n/locale/pt/generalSettings.json
+++ b/app/javascript/dashboard/i18n/locale/pt/generalSettings.json
@@ -87,7 +87,10 @@
       "conversation_assignment": "Conversa atribuída",
       "assigned_conversation_new_message": "Nova mensagem",
       "participating_conversation_new_message": "Nova mensagem",
-      "conversation_mention": "Mencionar"
+      "conversation_mention": "Mencionar",
+      "sla_missed_first_response": "SLA Perdido",
+      "sla_missed_next_response": "SLA Perdido",
+      "sla_missed_resolution": "SLA Perdido"
     }
   },
   "NETWORK": {
diff --git a/app/javascript/dashboard/i18n/locale/pt/helpCenter.json b/app/javascript/dashboard/i18n/locale/pt/helpCenter.json
index 381e2f2ce..390f548d1 100644
--- a/app/javascript/dashboard/i18n/locale/pt/helpCenter.json
+++ b/app/javascript/dashboard/i18n/locale/pt/helpCenter.json
@@ -319,7 +319,7 @@
       "HEADERS": {
         "TITLE": "Nome",
         "CATEGORY": "Categoria",
-        "READ_COUNT": "Views",
+        "READ_COUNT": "Visualizações",
         "STATUS": "SItuação",
         "LAST_EDITED": "Última edição"
       },
diff --git a/app/javascript/dashboard/i18n/locale/pt/inbox.json b/app/javascript/dashboard/i18n/locale/pt/inbox.json
index dbd3d7b5c..77d6c79ac 100644
--- a/app/javascript/dashboard/i18n/locale/pt/inbox.json
+++ b/app/javascript/dashboard/i18n/locale/pt/inbox.json
@@ -4,24 +4,28 @@
       "TITLE": "Caixa de Entrada",
       "DISPLAY_DROPDOWN": "Mostrar",
       "LOADING": "A obter notificações",
-      "EOF": "Notificações obtidas 🎉",
       "404": "Não há notificações ativas neste grupo.",
       "NO_NOTIFICATIONS": "Sem Notificações",
       "NOTE": "Notificações de todas as caixas subscritas",
+      "NO_MESSAGES_AVAILABLE": "Oops! Não foi possível importar mensagens",
       "SNOOZED_UNTIL": "Suspender até",
       "SNOOZED_UNTIL_TOMORROW": "Adiado até amanhã",
       "SNOOZED_UNTIL_NEXT_WEEK": "Adiada até a próxima semana"
     },
     "ACTION_HEADER": {
       "SNOOZE": "Suspender notificação",
-      "DELETE": "Apagar notificação"
+      "DELETE": "Apagar notificação",
+      "BACK": "Voltar"
     },
     "TYPES": {
       "CONVERSATION_MENTION": "Foi mencionado numa conversa",
       "CONVERSATION_CREATION": "Nova conversa criada",
       "CONVERSATION_ASSIGNMENT": "Foi-lhe atribuída uma conversa",
       "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Nova mensagem nesta conversa atribuída",
-      "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Nova mensagem em uma conversa em que você está participando"
+      "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Nova mensagem em uma conversa em que você está participando",
+      "SLA_MISSED_FIRST_RESPONSE": "SLA da primeira resposta não atingido na conversa",
+      "SLA_MISSED_NEXT_RESPONSE": "SLA da próxima resposta não atingido na conversa",
+      "SLA_MISSED_RESOLUTION": "SLA de resolução não atingido na conversa"
     },
     "MENU_ITEM": {
       "MARK_AS_READ": "Marcar como lido",
diff --git a/app/javascript/dashboard/i18n/locale/pt/inboxMgmt.json b/app/javascript/dashboard/i18n/locale/pt/inboxMgmt.json
index 71511eb7d..c235f8c3b 100644
--- a/app/javascript/dashboard/i18n/locale/pt/inboxMgmt.json
+++ b/app/javascript/dashboard/i18n/locale/pt/inboxMgmt.json
@@ -457,7 +457,7 @@
       }
     },
     "TABS": {
-      "SETTINGS": "Confirgurações",
+      "SETTINGS": "Configurações",
       "COLLABORATORS": "Colaboradores",
       "CONFIGURATION": "Configuração",
       "CAMPAIGN": "Campanhas",
@@ -466,7 +466,7 @@
       "WIDGET_BUILDER": "Construtor de Widgets",
       "BOT_CONFIGURATION": "Configuração do bot"
     },
-    "SETTINGS": "Confirgurações",
+    "SETTINGS": "Configurações",
     "FEATURES": {
       "LABEL": "Características",
       "DISPLAY_FILE_PICKER": "Mostrar o selecionador de ficheiros no widget",
diff --git a/app/javascript/dashboard/i18n/locale/pt/report.json b/app/javascript/dashboard/i18n/locale/pt/report.json
index a7da66763..5d194e8fd 100644
--- a/app/javascript/dashboard/i18n/locale/pt/report.json
+++ b/app/javascript/dashboard/i18n/locale/pt/report.json
@@ -35,6 +35,14 @@
         "NAME": "Contagem de resolução",
         "DESC": "( Total )"
       },
+      "BOT_RESOLUTION_COUNT": {
+        "NAME": "Contagem de resolução",
+        "DESC": "( Total )"
+      },
+      "BOT_HANDOFF_COUNT": {
+        "NAME": "Contagem de transferências",
+        "DESC": "( Total )"
+      },
       "REPLY_TIME": {
         "NAME": "Tempo espera do cliente",
         "TOOLTIP_TEXT": "O tempo de espera é %{metricValue} (com base em %{conversationCount} conversas)"
@@ -130,7 +138,11 @@
         "groupBy": "Mês"
       }
     ],
-    "BUSINESS_HOURS": "Horário comercial"
+    "BUSINESS_HOURS": "Horário comercial",
+    "FILTER_ACTIONS": {
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "Nenhum resultado encontrado"
+    }
   },
   "AGENT_REPORTS": {
     "HEADER": "Visão Geral de Agentes",
@@ -433,6 +445,27 @@
       }
     }
   },
+  "BOT_REPORTS": {
+    "HEADER": "Relatórios de bot",
+    "METRIC": {
+      "TOTAL_CONVERSATIONS": {
+        "LABEL": "Num. de conversas",
+        "TOOLTIP": "Número total de conversas encaminhadas pelo bot"
+      },
+      "TOTAL_RESPONSES": {
+        "LABEL": "Total de respostas",
+        "TOOLTIP": "Número total de respostas enviadas pelo bot"
+      },
+      "RESOLUTION_RATE": {
+        "LABEL": "Taxa de resolução",
+        "TOOLTIP": "Número total de conversas resolvidas pelo bot / número total de conversas encaminhadas pelo bot * 100"
+      },
+      "HANDOFF_RATE": {
+        "LABEL": "Taxa de transferência",
+        "TOOLTIP": "Número total de conversas transferidas para agentes / número total de conversas encaminhadas pelo bot * 100"
+      }
+    }
+  },
   "OVERVIEW_REPORTS": {
     "HEADER": "Visão geral",
     "LIVE": "Disponível",
@@ -476,5 +509,54 @@
     "THURSDAY": "Quinta-feira",
     "FRIDAY": "Sexta-feira",
     "SATURDAY": "Sábado"
+  },
+  "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": "Adicionar filtro",
+      "CLEAR_ALL": "Clear all",
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "Nenhum resultado encontrado",
+      "NO_FILTER": "No filters available",
+      "SEARCH": "Search filter",
+      "INPUT_PLACEHOLDER": {
+        "SLA": "SLA name",
+        "AGENTS": "Nome do agente",
+        "INBOXES": "Nome da caixa de entrada",
+        "LABELS": "Nome da etiqueta",
+        "TEAMS": "Nome da equipa"
+      },
+      "SLA": "SLA Policy",
+      "INBOXES": "Caixa de Entrada",
+      "AGENTS": "Representante",
+      "LABELS": "Etiqueta",
+      "TEAMS": "Equipa"
+    },
+    "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": "Conversa",
+        "AGENT": "Representante"
+      },
+      "VIEW_DETAILS": "View Details"
+    }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/pt/settings.json b/app/javascript/dashboard/i18n/locale/pt/settings.json
index 945135d2b..00ca8d69c 100644
--- a/app/javascript/dashboard/i18n/locale/pt/settings.json
+++ b/app/javascript/dashboard/i18n/locale/pt/settings.json
@@ -83,7 +83,10 @@
         "CONVERSATION_CREATION": "Enviar notificações por email quando uma nova conversa é criada",
         "CONVERSATION_MENTION": "Enviar notificações por email quando for mencionado numa conversa",
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Enviar mensagem de email quando criada uma mensagem ou atribuída uma conversa",
-        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Enviar notificações por email quando uma nova mensagem é criada numa conversa em que está a participar"
+        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Enviar notificações por email quando uma nova mensagem é criada numa conversa em que está a participar",
+        "SLA_MISSED_FIRST_RESPONSE": "Enviar notificações por e-mail quando uma conversa perder a primeira resposta 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": "As suas preferências de notificação foram atualizadas com sucesso",
@@ -98,7 +101,10 @@
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Enviar uma notificação Push quando uma mensagem é criada numa conversa atribuída",
         "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Enviar notificações push quando uma nova mensagem é criada numa conversa em que está a participar",
         "HAS_ENABLED_PUSH": "Ativou notificações Push neste navegador.",
-        "REQUEST_PUSH": "Ativar notificações Push"
+        "REQUEST_PUSH": "Ativar notificações Push",
+        "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": "Imagem do perfil"
@@ -199,6 +205,7 @@
   "SIDEBAR": {
     "CURRENTLY_VIEWING_ACCOUNT": "Atualmente visualizando:",
     "SWITCH": "Alternar",
+    "INBOX_VIEW": "Visualização da Caixa de entrada",
     "CONVERSATIONS": "Conversas",
     "INBOX": "Caixa de Entrada",
     "ALL_CONVERSATIONS": "Todas as conversas",
@@ -237,6 +244,8 @@
     "CAMPAIGNS": "Campanhas",
     "ONGOING": "Em curso",
     "ONE_OFF": "Pontual",
+    "REPORTS_SLA": "SLA",
+    "REPORTS_BOT": "Bot",
     "REPORTS_AGENT": "Agentes",
     "REPORTS_LABEL": "Etiquetas",
     "REPORTS_INBOX": "Caixa de Entrada",
diff --git a/app/javascript/dashboard/i18n/locale/pt/sla.json b/app/javascript/dashboard/i18n/locale/pt/sla.json
index 54cf6fe4b..04e4ab1a8 100644
--- a/app/javascript/dashboard/i18n/locale/pt/sla.json
+++ b/app/javascript/dashboard/i18n/locale/pt/sla.json
@@ -1,22 +1,31 @@
 {
   "SLA": {
     "HEADER": "SLA",
-    "HEADER_BTN_TXT": "Adicionar SLA",
+    "ADD_ACTION": "Adicionar SLA",
+    "ADD_ACTION_LONG": "Criar uma nova Política de SLA",
+    "DESCRIPTION": "Service Level Agreements (SLA) são contratos que definem expectativas claras entre a sua equipa e os clientes. Estabelecem normas para tempos de resposta e de resolução, criando um quadro de responsabilização e garantindo uma experiência coerente e de qualidade.",
+    "LEARN_MORE": "Saiba mais sobre SLA",
     "LOADING": "A carregar SLAs",
-    "SEARCH_404": "Não existem itens correspondentes a esta consulta",
-    "SIDEBAR_TXT": "<p><b>SLA</b> <p>Pense nos Service Level Agreements (SLA) como acordos entre um fornecedor de serviço e um cliente.</p> <p> Estes acordos definem expectativas claras para parâmetros como a rapidez com que a equipa responderá a pedidos de suporte, garantindo os níveis de qualidade de serviço esperados!</p>",
     "LIST": {
       "404": "Não há SLAs disponíveis nesta conta.",
-      "TITLE": "Gerir SLA",
-      "DESC": "SLAS: Acordos para um ótimo serviço!",
-      "TABLE_HEADER": [
-        "Nome:",
-        "Descrição",
-        "FRT",
-        "NRT",
-        "RT",
-        "Horário comercial"
-      ]
+      "EMPTY": {
+        "TITLE_1": "Empresa P0",
+        "DESC_1": "Questões levantadas pelos clientes empresariais que requerem atenção imediata.",
+        "TITLE_2": "Empresa P1",
+        "DESC_2": "Questões levantadas pelos clientes empresariais, que têm de ser rapidamente reconhecidas."
+      },
+      "BUSINESS_HOURS_ON": "Horário comercial ativado",
+      "BUSINESS_HOURS_OFF": "Horário comercial desativado",
+      "RESPONSE_TYPES": {
+        "FRT": "Limite de tempo da primeira resposta",
+        "NRT": "Limite de tempo da próxima resposta",
+        "RT": "Limite de tempo de resolução",
+        "SHORT_HAND": {
+          "FRT": "FRT",
+          "NRT": "NRT",
+          "RT": "RT"
+        }
+      }
     },
     "FORM": {
       "NAME": {
@@ -56,18 +65,32 @@
     },
     "ADD": {
       "TITLE": "Adicionar SLA",
-      "DESC": "SLAS: Acordos para um ótimo serviço!",
+      "DESC": "Friendly promises for great service!",
       "API": {
         "SUCCESS_MESSAGE": "SLA adicionado",
         "ERROR_MESSAGE": "Ocorreu um erro, por favor tente novamente"
       }
     },
-    "EDIT": {
-      "TITLE": "Editar SLA",
+    "DELETE": {
+      "TITLE": "Apagar SLA",
       "API": {
-        "SUCCESS_MESSAGE": "SLA atualizado",
+        "SUCCESS_MESSAGE": "SLA apagado",
         "ERROR_MESSAGE": "Ocorreu um erro, por favor tente novamente"
+      },
+      "CONFIRM": {
+        "TITLE": "Confirmar Exclusão",
+        "MESSAGE": "Tem a certeza que quer apagar ",
+        "YES": "Sim, excluir ",
+        "NO": "Não, Manter "
       }
+    },
+    "EVENTS": {
+      "TITLE": "SLA Misses",
+      "FRT": "Primeiro tempo de resposta",
+      "NRT": "Next response time",
+      "RT": "Resolution time",
+      "SHOW_MORE": "{count} more",
+      "HIDE": "Hide {count} rows"
     }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/pt_BR/agentBots.json b/app/javascript/dashboard/i18n/locale/pt_BR/agentBots.json
index 66752aa33..0ac5ff48a 100644
--- a/app/javascript/dashboard/i18n/locale/pt_BR/agentBots.json
+++ b/app/javascript/dashboard/i18n/locale/pt_BR/agentBots.json
@@ -1,7 +1,7 @@
 {
   "AGENT_BOTS": {
-    "HEADER": "Bots",
-    "LOADING_EDITOR": "Carregando o editor...",
+    "HEADER": "Robôs",
+    "LOADING_EDITOR": "Carregando Editor...",
     "HEADER_BTN_TXT": "Adicionar configuração do bot",
     "SIDEBAR_TXT": "<p><b>Bots Agentes</b></p> <p>Bots Agentes são como os melhores membros da sua equipe. Eles podem lidar com coisas pequenas, para que você possa se concentrar no que realmente importa. Experimente-os.</p> <p>Você pode gerenciar seus bots desta página ou criar novos usando o botão 'Adicionar configuração de bot'.</p> <p>Abra o <a href=\"https://www.chatwoot.com/hc/chatwoot-user-guide-cloud-version/articles/1677497472-how-to-use-agent-bots\" target=\"_blank\">Manual do Bot Agente</a> em outra aba para obter ajuda.</p>",
     "CSML_BOT_EDITOR": {
diff --git a/app/javascript/dashboard/i18n/locale/pt_BR/attributesMgmt.json b/app/javascript/dashboard/i18n/locale/pt_BR/attributesMgmt.json
index 5e462550f..f5ca6e8fa 100644
--- a/app/javascript/dashboard/i18n/locale/pt_BR/attributesMgmt.json
+++ b/app/javascript/dashboard/i18n/locale/pt_BR/attributesMgmt.json
@@ -2,7 +2,7 @@
   "ATTRIBUTES_MGMT": {
     "HEADER": "Atributos Personalizados",
     "HEADER_BTN_TXT": "Criar atributo personalizado",
-    "LOADING": "Buscando atributos",
+    "LOADING": "Buscando atributos personalizados",
     "SIDEBAR_TXT": "<p><b>Atributos personalizados</b> <p>Um atributo personalizado rastreia fatos sobre seus contatos/conversas — como o plano de inscrição, ou quando eles compraram o primeiro item, etc. <br /><br />Para criar um atributo personalizado, basta clicar em <b>\"Criar atributo\"</b> Você também pode editar ou apagar um atributo já criado.</p>",
     "ADD": {
       "TITLE": "Adicionar atributo personalizado",
diff --git a/app/javascript/dashboard/i18n/locale/pt_BR/cannedMgmt.json b/app/javascript/dashboard/i18n/locale/pt_BR/cannedMgmt.json
index 897304aa4..e14a449e8 100644
--- a/app/javascript/dashboard/i18n/locale/pt_BR/cannedMgmt.json
+++ b/app/javascript/dashboard/i18n/locale/pt_BR/cannedMgmt.json
@@ -34,7 +34,7 @@
       },
       "API": {
         "SUCCESS_MESSAGE": "Resposta pronta adicionada com sucesso.",
-        "ERROR_MESSAGE": "Não foi possível conectar ao servidor Woot. Por favor, tente novamente."
+        "ERROR_MESSAGE": "Não foi possível conectar ao servidor Woot. Tente novamente."
       }
     },
     "EDIT": {
@@ -56,14 +56,14 @@
       "BUTTON_TEXT": "Alterar",
       "API": {
         "SUCCESS_MESSAGE": "Resposta pronta atualizada com sucesso.",
-        "ERROR_MESSAGE": "Não foi possível conectar ao servidor Woot. Por favor, tente novamente."
+        "ERROR_MESSAGE": "Não foi possível conectar ao servidor Woot. Tente novamente."
       }
     },
     "DELETE": {
       "BUTTON_TEXT": "Excluir",
       "API": {
         "SUCCESS_MESSAGE": "Resposta pronta deletada com sucesso.",
-        "ERROR_MESSAGE": "Não foi possível conectar ao servidor Woot. Por favor, tente novamente."
+        "ERROR_MESSAGE": "Não foi possível conectar ao servidor Woot. Tente novamente."
       },
       "CONFIRM": {
         "TITLE": "Confirmar exclusão",
diff --git a/app/javascript/dashboard/i18n/locale/pt_BR/contact.json b/app/javascript/dashboard/i18n/locale/pt_BR/contact.json
index ddee25f99..eeccad2ce 100644
--- a/app/javascript/dashboard/i18n/locale/pt_BR/contact.json
+++ b/app/javascript/dashboard/i18n/locale/pt_BR/contact.json
@@ -39,10 +39,10 @@
     },
     "MERGE_CONTACT": "Mesclar contatos",
     "CONTACT_ACTIONS": "Ações de contatos",
-    "MUTE_CONTACT": "Block Contact",
-    "UNMUTE_CONTACT": "Unblock Contact",
-    "MUTED_SUCCESS": "This contact is blocked successfully. You will not be notified of any future conversations.",
-    "UNMUTED_SUCCESS": "This contact is unblocked successfully.",
+    "MUTE_CONTACT": "Bloquear Contato",
+    "UNMUTE_CONTACT": "Desbloquear Contato",
+    "MUTED_SUCCESS": "Este contato foi bloqueado com sucesso. Você não será notificado por nenhuma conversação futura.",
+    "UNMUTED_SUCCESS": "Este contato foi desbloqueado com sucesso.",
     "SEND_TRANSCRIPT": "Enviar Transcrição",
     "EDIT_LABEL": "Alterar",
     "SIDEBAR_SECTIONS": {
@@ -71,7 +71,7 @@
       "SUBMIT": "Importar",
       "CANCEL": "Cancelar"
     },
-    "SUCCESS_MESSAGE": "Você será notificado por e-mail quando a importação for concluída.",
+    "SUCCESS_MESSAGE": "Você será notificado por e-mail quando a importação estiver concluída.",
     "ERROR_MESSAGE": "Ocorreu um erro, por favor tente novamente"
   },
   "EXPORT_CONTACTS": {
@@ -82,9 +82,9 @@
     "ERROR_MESSAGE": "Ocorreu um erro, por favor tente novamente",
     "CONFIRM": {
       "TITLE": "Exportar contatos",
-      "MESSAGE": "Are you sure you want to export all contacts?",
-      "YES": "Yes, Export",
-      "NO": "No, Cancel"
+      "MESSAGE": "Tem certeza de que deseja exportar todos os contatos?",
+      "YES": "Sim, Exportar",
+      "NO": "Não, Cancelar"
     }
   },
   "DELETE_NOTE": {
@@ -296,6 +296,8 @@
     "BUTTON": "Criar atributo personalizado",
     "NOT_AVAILABLE": "Não há atributos personalizados para este contato.",
     "COPY_SUCCESSFUL": "Copiado para área de transferência com sucesso",
+    "SHOW_MORE": "Show all attributes",
+    "SHOW_LESS": "Show less attributes",
     "ACTIONS": {
       "COPY": "Copiar atributo",
       "DELETE": "Excluir atributo",
diff --git a/app/javascript/dashboard/i18n/locale/pt_BR/contactFilters.json b/app/javascript/dashboard/i18n/locale/pt_BR/contactFilters.json
index 6e835e894..003722fb5 100644
--- a/app/javascript/dashboard/i18n/locale/pt_BR/contactFilters.json
+++ b/app/javascript/dashboard/i18n/locale/pt_BR/contactFilters.json
@@ -1,6 +1,6 @@
 {
   "CONTACTS_FILTER": {
-    "TITLE": "Filtrar contatos",
+    "TITLE": "Filtrar Contatos",
     "SUBTITLE": "Adicione filtros abaixo e clique em 'Enviar' para filtrar conversas.",
     "EDIT_CUSTOM_SEGMENT": "Editar segmento",
     "CUSTOM_VIEWS_SUBTITLE": "Adicione ou remova filtros e atualize seu segmento.",
@@ -44,7 +44,8 @@
       "CUSTOM_ATTRIBUTE_CHECKBOX": "Checkbox",
       "CREATED_AT": "Criado em",
       "LAST_ACTIVITY": "Última atividade",
-      "REFERER_LINK": "Link de origem"
+      "REFERER_LINK": "Link de origem",
+      "BLOCKED": "Bloqueado"
     },
     "GROUPS": {
       "STANDARD_FILTERS": "Filtros Padrão",
diff --git a/app/javascript/dashboard/i18n/locale/pt_BR/conversation.json b/app/javascript/dashboard/i18n/locale/pt_BR/conversation.json
index 5fbeae55c..ee3c492f8 100644
--- a/app/javascript/dashboard/i18n/locale/pt_BR/conversation.json
+++ b/app/javascript/dashboard/i18n/locale/pt_BR/conversation.json
@@ -64,7 +64,14 @@
       "SNOOZED_UNTIL": "Suspender até",
       "SNOOZED_UNTIL_TOMORROW": "Adiado até amanhã",
       "SNOOZED_UNTIL_NEXT_WEEK": "Adiada até a próxima semana",
-      "SNOOZED_UNTIL_NEXT_REPLY": "Adiado até a próxima resposta"
+      "SNOOZED_UNTIL_NEXT_REPLY": "Adiado até a próxima resposta",
+      "SLA_STATUS": {
+        "FRT": "FRT {status}",
+        "NRT": "NRT {status}",
+        "RT": "RT {status}",
+        "MISSED": "missed",
+        "DUE": "devido"
+      }
     },
     "RESOLVE_DROPDOWN": {
       "MARK_PENDING": "Marcar como pendente",
diff --git a/app/javascript/dashboard/i18n/locale/pt_BR/general.json b/app/javascript/dashboard/i18n/locale/pt_BR/general.json
new file mode 100644
index 000000000..25bb4dfb7
--- /dev/null
+++ b/app/javascript/dashboard/i18n/locale/pt_BR/general.json
@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}
diff --git a/app/javascript/dashboard/i18n/locale/pt_BR/generalSettings.json b/app/javascript/dashboard/i18n/locale/pt_BR/generalSettings.json
index 39ed2564a..cae728b34 100644
--- a/app/javascript/dashboard/i18n/locale/pt_BR/generalSettings.json
+++ b/app/javascript/dashboard/i18n/locale/pt_BR/generalSettings.json
@@ -87,7 +87,10 @@
       "conversation_assignment": "Conversa Atribuída",
       "assigned_conversation_new_message": "Nova Mensagem",
       "participating_conversation_new_message": "Nova Mensagem",
-      "conversation_mention": "Menção"
+      "conversation_mention": "Menção",
+      "sla_missed_first_response": "",
+      "sla_missed_next_response": "",
+      "sla_missed_resolution": ""
     }
   },
   "NETWORK": {
diff --git a/app/javascript/dashboard/i18n/locale/pt_BR/helpCenter.json b/app/javascript/dashboard/i18n/locale/pt_BR/helpCenter.json
index 7bcd76fd5..70eb8f75f 100644
--- a/app/javascript/dashboard/i18n/locale/pt_BR/helpCenter.json
+++ b/app/javascript/dashboard/i18n/locale/pt_BR/helpCenter.json
@@ -319,7 +319,7 @@
       "HEADERS": {
         "TITLE": "Título",
         "CATEGORY": "Categoria",
-        "READ_COUNT": "Views",
+        "READ_COUNT": "Visualizações",
         "STATUS": "SItuação",
         "LAST_EDITED": "Última edição"
       },
diff --git a/app/javascript/dashboard/i18n/locale/pt_BR/inbox.json b/app/javascript/dashboard/i18n/locale/pt_BR/inbox.json
index 263de41e6..c7572b566 100644
--- a/app/javascript/dashboard/i18n/locale/pt_BR/inbox.json
+++ b/app/javascript/dashboard/i18n/locale/pt_BR/inbox.json
@@ -4,24 +4,28 @@
       "TITLE": "Caixa de Entrada",
       "DISPLAY_DROPDOWN": "Exibir",
       "LOADING": "Carregando notificações",
-      "EOF": "Todas as notificações carregadas 🎉",
       "404": "Não há conversas ativas neste grupo.",
       "NO_NOTIFICATIONS": "Nenhuma notificação",
       "NOTE": "Notificações de todas as caixas inscritas",
+      "NO_MESSAGES_AVAILABLE": "Ops! Não é possível obter mensagens",
       "SNOOZED_UNTIL": "Suspender até",
       "SNOOZED_UNTIL_TOMORROW": "Adiado até amanhã",
       "SNOOZED_UNTIL_NEXT_WEEK": "Adiada até a próxima semana"
     },
     "ACTION_HEADER": {
       "SNOOZE": "Adiar notificação",
-      "DELETE": "Excluir notificação"
+      "DELETE": "Excluir notificação",
+      "BACK": "Anterior"
     },
     "TYPES": {
       "CONVERSATION_MENTION": "Você foi mencionado em uma conversa",
       "CONVERSATION_CREATION": "Nova conversa criada",
       "CONVERSATION_ASSIGNMENT": "Uma conversa foi atribuída a você",
       "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Nova mensagem em uma conversa atribuída",
-      "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Nova mensagem em uma conversa na qual você participa"
+      "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Nova mensagem em uma conversa na qual você participa",
+      "SLA_MISSED_FIRST_RESPONSE": "Primeira resposta da meta de SLA perdida na conversa",
+      "SLA_MISSED_NEXT_RESPONSE": "Próxima resposta da meta de SLA perdida na conversa",
+      "SLA_MISSED_RESOLUTION": "A resolução da meta de SLA foi perdida na conversa"
     },
     "MENU_ITEM": {
       "MARK_AS_READ": "Marcar como lido",
diff --git a/app/javascript/dashboard/i18n/locale/pt_BR/login.json b/app/javascript/dashboard/i18n/locale/pt_BR/login.json
index 02e0065e5..3222d0672 100644
--- a/app/javascript/dashboard/i18n/locale/pt_BR/login.json
+++ b/app/javascript/dashboard/i18n/locale/pt_BR/login.json
@@ -3,22 +3,22 @@
     "TITLE": "Entrar no Chatwoot",
     "EMAIL": {
       "LABEL": "e-mail",
-      "PLACEHOLDER": "exemplo@nomedaempresa.com",
-      "ERROR": "Por favor, insira um endereço de e-mail válido"
+      "PLACEHOLDER": "exemplo@empresa.com",
+      "ERROR": "Digite um endereço de e-mail válido"
     },
     "PASSWORD": {
       "LABEL": "Senha",
       "PLACEHOLDER": "Senha"
     },
     "API": {
-      "SUCCESS_MESSAGE": "Acesso bem sucedido",
-      "ERROR_MESSAGE": "Não foi possível conectar ao servidor Woot. Por favor, tente novamente.",
-      "UNAUTH": "Nome de usuário ou senha incorretos. Por favor, tente novamente."
+      "SUCCESS_MESSAGE": "Acesso bem-sucedido",
+      "ERROR_MESSAGE": "Não foi possível conectar ao servidor Woot. Tente novamente.",
+      "UNAUTH": "Usuário ou senha incorretos. Por favor, tente novamente."
     },
     "OAUTH": {
-      "GOOGLE_LOGIN": "Login com o Google",
-      "BUSINESS_ACCOUNTS_ONLY": "Por favor, use seu endereço de e-mail corporativo para entrar",
-      "NO_ACCOUNT_FOUND": "Não conseguimos encontrar uma conta para seu endereço de e-mail."
+      "GOOGLE_LOGIN": "Entrar com o Google",
+      "BUSINESS_ACCOUNTS_ONLY": "Use o endereço de e-mail da empresa para fazer login",
+      "NO_ACCOUNT_FOUND": "Não encontramos uma conta para seu endereço de e-mail."
     },
     "FORGOT_PASSWORD": "Esqueceu-se da sua senha?",
     "CREATE_NEW_ACCOUNT": "Criar nova conta",
diff --git a/app/javascript/dashboard/i18n/locale/pt_BR/report.json b/app/javascript/dashboard/i18n/locale/pt_BR/report.json
index 35d9fca00..b1735489c 100644
--- a/app/javascript/dashboard/i18n/locale/pt_BR/report.json
+++ b/app/javascript/dashboard/i18n/locale/pt_BR/report.json
@@ -35,9 +35,17 @@
         "NAME": "Contagem de Resolução",
         "DESC": "( Total )"
       },
+      "BOT_RESOLUTION_COUNT": {
+        "NAME": "Contagem de Resolução",
+        "DESC": "( Total )"
+      },
+      "BOT_HANDOFF_COUNT": {
+        "NAME": "Contagem de transferências",
+        "DESC": "( Total )"
+      },
       "REPLY_TIME": {
         "NAME": "Tempo de espera do cliente",
-        "TOOLTIP_TEXT": "Waiting time is %{metricValue} (based on %{conversationCount} replies)"
+        "TOOLTIP_TEXT": "O tempo de espera é %{metricValue} (com base em %{conversationCount} respostas)"
       }
     },
     "DATE_RANGE_OPTIONS": {
@@ -130,7 +138,11 @@
         "groupBy": "Mês"
       }
     ],
-    "BUSINESS_HOURS": "Horários de funcionamento"
+    "BUSINESS_HOURS": "Horários de funcionamento",
+    "FILTER_ACTIONS": {
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "Nenhum resultado encontrado"
+    }
   },
   "AGENT_REPORTS": {
     "HEADER": "Visão Geral de Agentes",
@@ -433,6 +445,27 @@
       }
     }
   },
+  "BOT_REPORTS": {
+    "HEADER": "Relatórios do Bot",
+    "METRIC": {
+      "TOTAL_CONVERSATIONS": {
+        "LABEL": "Nº de Conversas",
+        "TOOLTIP": "Número total de conversas tratadas pelo bot"
+      },
+      "TOTAL_RESPONSES": {
+        "LABEL": "Total de respostas",
+        "TOOLTIP": "Número total de respostas enviadas pelo bot"
+      },
+      "RESOLUTION_RATE": {
+        "LABEL": "Tempo de resolução",
+        "TOOLTIP": "Número total de conversas resolvidas pelo bot / número total de conversas manipuladas pelo bot * 100"
+      },
+      "HANDOFF_RATE": {
+        "LABEL": "Taxa de entrega",
+        "TOOLTIP": "Número total de conversas entregues a agentes / número total de conversas mantidas pelo bot * 100"
+      }
+    }
+  },
   "OVERVIEW_REPORTS": {
     "HEADER": "Visão geral",
     "LIVE": "Disponível",
@@ -476,5 +509,54 @@
     "THURSDAY": "Quinta-feira",
     "FRIDAY": "Sexta-feira",
     "SATURDAY": "Sábado"
+  },
+  "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": "Adicionar filtro",
+      "CLEAR_ALL": "Clear all",
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "Nenhum resultado encontrado",
+      "NO_FILTER": "No filters available",
+      "SEARCH": "Search filter",
+      "INPUT_PLACEHOLDER": {
+        "SLA": "SLA name",
+        "AGENTS": "Nome do Agente",
+        "INBOXES": "Nome da Caixa de Entrada",
+        "LABELS": "Nome do marcador",
+        "TEAMS": "Nome do departamento"
+      },
+      "SLA": "Política SLA",
+      "INBOXES": "Caixa de Entrada",
+      "AGENTS": "Agente",
+      "LABELS": "Nome do campo",
+      "TEAMS": "Times"
+    },
+    "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": "Conversas",
+        "AGENT": "Agente"
+      },
+      "VIEW_DETAILS": "View Details"
+    }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/pt_BR/search.json b/app/javascript/dashboard/i18n/locale/pt_BR/search.json
index 54664ada4..4abe8dc76 100644
--- a/app/javascript/dashboard/i18n/locale/pt_BR/search.json
+++ b/app/javascript/dashboard/i18n/locale/pt_BR/search.json
@@ -9,14 +9,14 @@
     "SECTION": {
       "CONTACTS": "Contato",
       "CONVERSATIONS": "Conversas",
-      "MESSAGES": "Mensagens"
+      "MESSAGES": "Messagem"
     },
-    "EMPTY_STATE": "Não foi encontrado %{item} para a consulta '%{query}'",
+    "EMPTY_STATE": "Nenhum %{item} foi encontrado para a consulta '%{query}'",
     "EMPTY_STATE_FULL": "Nenhum resultado encontrado para a consulta '%{query}'",
     "PLACEHOLDER_KEYBINDING": "/ para focar",
     "INPUT_PLACEHOLDER": "Digite 3 ou mais caracteres para pesquisar",
     "EMPTY_STATE_DEFAULT": "Procurar por ID de conversa, e-mail, número de telefone, mensagens para melhores resultados de busca. ",
-    "BOT_LABEL": "Bot",
+    "BOT_LABEL": "Robôs",
     "READ_MORE": "Saiba mais",
     "WROTE": "escreveu:",
     "FROM": "De",
diff --git a/app/javascript/dashboard/i18n/locale/pt_BR/settings.json b/app/javascript/dashboard/i18n/locale/pt_BR/settings.json
index 23e7c3358..9d87f04f8 100644
--- a/app/javascript/dashboard/i18n/locale/pt_BR/settings.json
+++ b/app/javascript/dashboard/i18n/locale/pt_BR/settings.json
@@ -83,7 +83,10 @@
         "CONVERSATION_CREATION": "Enviar notificações por email quando uma nova conversa for criada",
         "CONVERSATION_MENTION": "Enviar notificações por email quando você for mencionado em uma conversa",
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Envie notificações por e-mail quando uma nova mensagem for criada numa conversa já atribuída",
-        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Enviar notificações por email quando uma nova mensagem é criada em uma conversa que você participa"
+        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Enviar notificações por email quando uma nova mensagem é criada em uma conversa que você participa",
+        "SLA_MISSED_FIRST_RESPONSE": "Enviar notificações por e-mail quando uma conversa perder a primeira resposta SLA",
+        "SLA_MISSED_NEXT_RESPONSE": "Enviar notificações por e-mail quando uma conversa perder a próxima resposta SLA",
+        "SLA_MISSED_RESOLUTION": "Enviar notificações por e-mail quando uma conversa perder resolução de resolução SLA"
       },
       "API": {
         "UPDATE_SUCCESS": "Suas preferências de notificação foram atualizadas com sucesso",
@@ -98,7 +101,10 @@
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Envie notificações quando uma nova mensagem for criada numa conversa já atribuída",
         "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Enviar notificações push quando uma nova mensagem é criada em uma conversa que você participa",
         "HAS_ENABLED_PUSH": "Você ativou push para este navegador.",
-        "REQUEST_PUSH": "Habilitar notificações push"
+        "REQUEST_PUSH": "Habilitar notificações push",
+        "SLA_MISSED_FIRST_RESPONSE": "Enviar notificações quando uma conversa perder a primeira resposta SLA",
+        "SLA_MISSED_NEXT_RESPONSE": "Enviar notificações quando uma conversa perder a próxima resposta SLA",
+        "SLA_MISSED_RESOLUTION": "Enviar notificações quando uma conversa perder resolução de resolução SLA"
       },
       "PROFILE_IMAGE": {
         "LABEL": "Imagem do Perfil"
@@ -199,6 +205,7 @@
   "SIDEBAR": {
     "CURRENTLY_VIEWING_ACCOUNT": "Visualização atual:",
     "SWITCH": "Trocar",
+    "INBOX_VIEW": "",
     "CONVERSATIONS": "Conversas",
     "INBOX": "Caixa de Entrada",
     "ALL_CONVERSATIONS": "Todas as conversas",
@@ -210,7 +217,7 @@
     "CONTACTS": "Contato",
     "HOME": "Principal",
     "AGENTS": "Agentes",
-    "AGENT_BOTS": "Bots",
+    "AGENT_BOTS": "Robôs",
     "AUDIT_LOGS": "Registros de Auditoria",
     "INBOXES": "Caixas de Entrada",
     "NOTIFICATIONS": "Notificações",
@@ -237,12 +244,14 @@
     "CAMPAIGNS": "Campanhas",
     "ONGOING": "Em andamento",
     "ONE_OFF": "Única",
+    "REPORTS_SLA": "SLA",
+    "REPORTS_BOT": "Bot",
     "REPORTS_AGENT": "Agentes",
     "REPORTS_LABEL": "Marcadores",
     "REPORTS_INBOX": "Caixa de Entrada",
     "REPORTS_TEAM": "Times",
     "SET_AVAILABILITY_TITLE": "Defina como",
-    "SLA": "SLA",
+    "SLA": "",
     "BETA": "Beta",
     "REPORTS_OVERVIEW": "Visão geral",
     "FACEBOOK_REAUTHORIZE": "Sua conexão com o Facebook expirou! Por favor, reconecte sua página do Facebook para continuar os serviços",
diff --git a/app/javascript/dashboard/i18n/locale/pt_BR/sla.json b/app/javascript/dashboard/i18n/locale/pt_BR/sla.json
index 41d5a5d8f..53fb99732 100644
--- a/app/javascript/dashboard/i18n/locale/pt_BR/sla.json
+++ b/app/javascript/dashboard/i18n/locale/pt_BR/sla.json
@@ -1,53 +1,62 @@
 {
   "SLA": {
     "HEADER": "SLA",
-    "HEADER_BTN_TXT": "Add SLA",
-    "LOADING": "Fetching SLAs",
-    "SEARCH_404": "Não existem itens correspondentes a esta 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>",
+    "ADD_ACTION": "",
+    "ADD_ACTION_LONG": "Create a new SLA Policy",
+    "DESCRIPTION": "Contratos de Nível de Serviço são contratos que definem expectativas claras entre sua equipe e os clientes. Estabelecem normas para tempos de resposta e de resolução, criando um quadro de responsabilização e garantindo uma experiência coerente e de qualidade.",
+    "LEARN_MORE": "Saiba mais sobre SLA",
+    "LOADING": "Buscando SLAs",
     "LIST": {
-      "404": "There are no SLAs available in this account.",
-      "TITLE": "Manage SLA",
-      "DESC": "SLAs: Friendly promises for great service!",
-      "TABLE_HEADER": [
-        "Nome",
-        "Descrição",
-        "FRT",
-        "NRT",
-        "RT",
-        "Horário de funcionamento"
-      ]
+      "404": ".",
+      "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": "Horários de funcionamento",
+      "BUSINESS_HOURS_OFF": "Horário comercial desligado",
+      "RESPONSE_TYPES": {
+        "FRT": "Próximo limite de tempo de resposta",
+        "NRT": "Próximo limite de tempo de resposta",
+        "RT": "Limite de tempo de resolução",
+        "SHORT_HAND": {
+          "FRT": "",
+          "NRT": "",
+          "RT": ""
+        }
+      }
     },
     "FORM": {
       "NAME": {
-        "LABEL": "SLA Name",
-        "PLACEHOLDER": "SLA Name",
-        "REQUIRED_ERROR": "SLA name is required",
+        "LABEL": "",
+        "PLACEHOLDER": "",
+        "REQUIRED_ERROR": "",
         "MINIMUM_LENGTH_ERROR": "Tamanho mínimo 2 é necessário",
         "VALID_ERROR": "Somente Letras, Números, Hífen e Sublinhado são permitidos"
       },
       "DESCRIPTION": {
         "LABEL": "Descrição",
-        "PLACEHOLDER": "SLA for premium customers"
+        "PLACEHOLDER": ""
       },
       "FIRST_RESPONSE_TIME": {
         "LABEL": "Tempo da Primeira Resposta",
         "PLACEHOLDER": "5"
       },
       "NEXT_RESPONSE_TIME": {
-        "LABEL": "Next Response Time",
+        "LABEL": "",
         "PLACEHOLDER": "5"
       },
       "RESOLUTION_TIME": {
         "LABEL": "Tempo de resolução",
-        "PLACEHOLDER": "60"
+        "PLACEHOLDER": ""
       },
       "BUSINESS_HOURS": {
         "LABEL": "Horário de funcionamento",
-        "PLACEHOLDER": "Only during business hours"
+        "PLACEHOLDER": ""
       },
       "THRESHOLD_TIME": {
-        "INVALID_FORMAT_ERROR": "Threshold should be a number and greater than zero"
+        "INVALID_FORMAT_ERROR": ""
       },
       "EDIT": "Alterar",
       "CREATE": "Criar",
@@ -55,19 +64,33 @@
       "CANCEL": "Cancelar"
     },
     "ADD": {
-      "TITLE": "Add SLA",
-      "DESC": "SLAs: Friendly promises for great service!",
+      "TITLE": "",
+      "DESC": "Friendly promises for great service!",
       "API": {
-        "SUCCESS_MESSAGE": "SLA added successfully",
+        "SUCCESS_MESSAGE": "",
         "ERROR_MESSAGE": "Ocorreu um erro, por favor tente novamente"
       }
     },
-    "EDIT": {
-      "TITLE": "Edit SLA",
+    "DELETE": {
+      "TITLE": "Excluir SLA",
       "API": {
-        "SUCCESS_MESSAGE": "SLA updated successfully",
+        "SUCCESS_MESSAGE": "SLA excluído com sucesso",
         "ERROR_MESSAGE": "Ocorreu um erro, por favor tente novamente"
+      },
+      "CONFIRM": {
+        "TITLE": "Confirmar exclusão",
+        "MESSAGE": "Tem certeza que deseja excluir ",
+        "YES": "Sim, excluir ",
+        "NO": "Não, Mantenha "
       }
+    },
+    "EVENTS": {
+      "TITLE": "SLA Misses",
+      "FRT": "Primeira resposta",
+      "NRT": "Next response time",
+      "RT": "Resolution time",
+      "SHOW_MORE": "{count} more",
+      "HIDE": "Hide {count} rows"
     }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/pt_BR/whatsappTemplates.json b/app/javascript/dashboard/i18n/locale/pt_BR/whatsappTemplates.json
index 985fe324d..6b4fa57ab 100644
--- a/app/javascript/dashboard/i18n/locale/pt_BR/whatsappTemplates.json
+++ b/app/javascript/dashboard/i18n/locale/pt_BR/whatsappTemplates.json
@@ -18,7 +18,7 @@
             "VARIABLES_LABEL": "Variáveis",
             "VARIABLE_PLACEHOLDER": "Insira o valor para %{variable}",
             "GO_BACK_LABEL": "Voltar",
-            "SEND_MESSAGE_LABEL": "Enviar mensagem",
+            "SEND_MESSAGE_LABEL": "Enviar Mensagem",
             "FORM_ERROR_MESSAGE": "Por favor, preencha todas as variáveis antes de enviar"
         }
     }
diff --git a/app/javascript/dashboard/i18n/locale/ro/contact.json b/app/javascript/dashboard/i18n/locale/ro/contact.json
index 82148ae26..d879a8673 100644
--- a/app/javascript/dashboard/i18n/locale/ro/contact.json
+++ b/app/javascript/dashboard/i18n/locale/ro/contact.json
@@ -296,6 +296,8 @@
     "BUTTON": "Adauga atributii personalizate",
     "NOT_AVAILABLE": "Nu există atributii personalizate disponibile pentru acest contact.",
     "COPY_SUCCESSFUL": "Cod copiat în clipboard cu succes",
+    "SHOW_MORE": "Show all attributes",
+    "SHOW_LESS": "Show less attributes",
     "ACTIONS": {
       "COPY": "Copiază atributul",
       "DELETE": "Șterge atributul",
diff --git a/app/javascript/dashboard/i18n/locale/ro/contactFilters.json b/app/javascript/dashboard/i18n/locale/ro/contactFilters.json
index 9fe169792..efd0f6f6b 100644
--- a/app/javascript/dashboard/i18n/locale/ro/contactFilters.json
+++ b/app/javascript/dashboard/i18n/locale/ro/contactFilters.json
@@ -44,7 +44,8 @@
       "CUSTOM_ATTRIBUTE_CHECKBOX": "Căsuță de bifat",
       "CREATED_AT": "Creat la",
       "LAST_ACTIVITY": "Ultima activitate",
-      "REFERER_LINK": "Link de referință"
+      "REFERER_LINK": "Link de referință",
+      "BLOCKED": "Blocked"
     },
     "GROUPS": {
       "STANDARD_FILTERS": "Filtre standard",
diff --git a/app/javascript/dashboard/i18n/locale/ro/conversation.json b/app/javascript/dashboard/i18n/locale/ro/conversation.json
index b9f4524ac..3109ce270 100644
--- a/app/javascript/dashboard/i18n/locale/ro/conversation.json
+++ b/app/javascript/dashboard/i18n/locale/ro/conversation.json
@@ -64,7 +64,14 @@
       "SNOOZED_UNTIL": "Amânare până la",
       "SNOOZED_UNTIL_TOMORROW": "Amânat până mâine",
       "SNOOZED_UNTIL_NEXT_WEEK": "Amânat până săptămâna viitoare",
-      "SNOOZED_UNTIL_NEXT_REPLY": "Amânat până la următorul răspuns"
+      "SNOOZED_UNTIL_NEXT_REPLY": "Amânat până la următorul răspuns",
+      "SLA_STATUS": {
+        "FRT": "FRT {status}",
+        "NRT": "NRT {status}",
+        "RT": "RT {status}",
+        "MISSED": "missed",
+        "DUE": "due"
+      }
     },
     "RESOLVE_DROPDOWN": {
       "MARK_PENDING": "Marchează ca în așteptare",
diff --git a/app/javascript/dashboard/i18n/locale/ro/general.json b/app/javascript/dashboard/i18n/locale/ro/general.json
new file mode 100644
index 000000000..25bb4dfb7
--- /dev/null
+++ b/app/javascript/dashboard/i18n/locale/ro/general.json
@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}
diff --git a/app/javascript/dashboard/i18n/locale/ro/generalSettings.json b/app/javascript/dashboard/i18n/locale/ro/generalSettings.json
index 4e6b488f4..a27b9d23d 100644
--- a/app/javascript/dashboard/i18n/locale/ro/generalSettings.json
+++ b/app/javascript/dashboard/i18n/locale/ro/generalSettings.json
@@ -87,7 +87,10 @@
       "conversation_assignment": "Conversație atribuită",
       "assigned_conversation_new_message": "Trimite mesaj nou",
       "participating_conversation_new_message": "Trimite mesaj nou",
-      "conversation_mention": "Menţiune"
+      "conversation_mention": "Menţiune",
+      "sla_missed_first_response": "SLA Missed",
+      "sla_missed_next_response": "SLA Missed",
+      "sla_missed_resolution": "SLA Missed"
     }
   },
   "NETWORK": {
diff --git a/app/javascript/dashboard/i18n/locale/ro/inbox.json b/app/javascript/dashboard/i18n/locale/ro/inbox.json
index cff7993b8..99a68ca01 100644
--- a/app/javascript/dashboard/i18n/locale/ro/inbox.json
+++ b/app/javascript/dashboard/i18n/locale/ro/inbox.json
@@ -4,24 +4,28 @@
       "TITLE": "Inbox",
       "DISPLAY_DROPDOWN": "Display",
       "LOADING": "Fetching notifications",
-      "EOF": "Toate notificările încărcate 🎉",
       "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": "Amânare până la",
       "SNOOZED_UNTIL_TOMORROW": "Amânat până mâine",
       "SNOOZED_UNTIL_NEXT_WEEK": "Amânat până săptămâna viitoare"
     },
     "ACTION_HEADER": {
       "SNOOZE": "Snooze notification",
-      "DELETE": "Delete notification"
+      "DELETE": "Delete notification",
+      "BACK": "Înapoi"
     },
     "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",
diff --git a/app/javascript/dashboard/i18n/locale/ro/report.json b/app/javascript/dashboard/i18n/locale/ro/report.json
index f1ef47519..f4a905ea6 100644
--- a/app/javascript/dashboard/i18n/locale/ro/report.json
+++ b/app/javascript/dashboard/i18n/locale/ro/report.json
@@ -35,6 +35,14 @@
         "NAME": "Număr de rezoluții",
         "DESC": "( Total )"
       },
+      "BOT_RESOLUTION_COUNT": {
+        "NAME": "Număr de rezoluții",
+        "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": "Luna"
       }
     ],
-    "BUSINESS_HOURS": "Program de lucru"
+    "BUSINESS_HOURS": "Program de lucru",
+    "FILTER_ACTIONS": {
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "Niciun rezultat găsit"
+    }
   },
   "AGENT_REPORTS": {
     "HEADER": "Prezentare generală a agenților",
@@ -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": "Prezentare generală",
     "LIVE": "Live",
@@ -476,5 +509,54 @@
     "THURSDAY": "Joi",
     "FRIDAY": "Vineri",
     "SATURDAY": "Sâmbătă"
+  },
+  "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": "Niciun rezultat găsit",
+      "NO_FILTER": "No filters available",
+      "SEARCH": "Search filter",
+      "INPUT_PLACEHOLDER": {
+        "SLA": "SLA name",
+        "AGENTS": "Nume agent",
+        "INBOXES": "Nume Inbox",
+        "LABELS": "Nume etichetă",
+        "TEAMS": "Numele echipei"
+      },
+      "SLA": "SLA Policy",
+      "INBOXES": "Inbox",
+      "AGENTS": "Agent",
+      "LABELS": "Etichetă",
+      "TEAMS": "Echipa"
+    },
+    "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": "Conversație",
+        "AGENT": "Agent"
+      },
+      "VIEW_DETAILS": "View Details"
+    }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/ro/settings.json b/app/javascript/dashboard/i18n/locale/ro/settings.json
index 4beb633ca..5f02dae7c 100644
--- a/app/javascript/dashboard/i18n/locale/ro/settings.json
+++ b/app/javascript/dashboard/i18n/locale/ro/settings.json
@@ -83,7 +83,10 @@
         "CONVERSATION_CREATION": "Trimite notificări prin e-mail atunci când o conversație nouă este creată",
         "CONVERSATION_MENTION": "Trimiterea notificărilor prin e-mail atunci când sunteți menționat într-o conversație",
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Trimiterea notificărilor prin e-mail atunci când se creează un mesaj nou într-o conversație atribuită",
-        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Trimiterea notificărilor prin e-mail atunci când se creează un mesaj nou într-o conversație atribuită"
+        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Trimiterea notificărilor prin e-mail atunci când se creează un mesaj nou într-o conversație atribuită",
+        "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": "Preferințele de notificare sunt actualizate cu succes",
@@ -98,7 +101,10 @@
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Trimiterea notificărilor push atunci când se creează un mesaj nou într-o conversație atribuită",
         "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Trimiterea notificărilor push atunci când se creează un mesaj nou într-o conversație participantă",
         "HAS_ENABLED_PUSH": "Ați activat apăsarea pentru acest browser.",
-        "REQUEST_PUSH": "Activează notificările push"
+        "REQUEST_PUSH": "Activează notificările push",
+        "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": "Imagine de profil"
@@ -199,6 +205,7 @@
   "SIDEBAR": {
     "CURRENTLY_VIEWING_ACCOUNT": "În prezent, vizualizarea:",
     "SWITCH": "Comută contul",
+    "INBOX_VIEW": "Inbox View",
     "CONVERSATIONS": "Conversații",
     "INBOX": "Inbox",
     "ALL_CONVERSATIONS": "Toate conversațiile",
@@ -237,6 +244,8 @@
     "CAMPAIGNS": "Campanii",
     "ONGOING": "În derulare",
     "ONE_OFF": "Unul oprit",
+    "REPORTS_SLA": "SLA",
+    "REPORTS_BOT": "Bot",
     "REPORTS_AGENT": "Agenți",
     "REPORTS_LABEL": "Etichete",
     "REPORTS_INBOX": "Inbox",
diff --git a/app/javascript/dashboard/i18n/locale/ro/sla.json b/app/javascript/dashboard/i18n/locale/ro/sla.json
index 49ed7495c..4af19276e 100644
--- a/app/javascript/dashboard/i18n/locale/ro/sla.json
+++ b/app/javascript/dashboard/i18n/locale/ro/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": "Nu există elemente care să corespundă acestei interogări",
-    "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": [
-        "Nume",
-        "Descriere",
-        "FRT",
-        "NRT",
-        "RT",
-        "Program de lucru"
-      ]
+      "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": "A apărut o eroare, încercați din nou"
       }
     },
-    "EDIT": {
-      "TITLE": "Edit SLA",
+    "DELETE": {
+      "TITLE": "Delete SLA",
       "API": {
-        "SUCCESS_MESSAGE": "SLA updated successfully",
+        "SUCCESS_MESSAGE": "SLA deleted successfully",
         "ERROR_MESSAGE": "A apărut o eroare, încercați din nou"
+      },
+      "CONFIRM": {
+        "TITLE": "Confirmă ștergerea",
+        "MESSAGE": "Are you sure you want to delete ",
+        "YES": "Da, șterge ",
+        "NO": "Nu, păstreaza "
       }
+    },
+    "EVENTS": {
+      "TITLE": "SLA Misses",
+      "FRT": "Primul răspuns",
+      "NRT": "Next response time",
+      "RT": "Resolution time",
+      "SHOW_MORE": "{count} more",
+      "HIDE": "Hide {count} rows"
     }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/ru/contact.json b/app/javascript/dashboard/i18n/locale/ru/contact.json
index 744134a63..699ee7b09 100644
--- a/app/javascript/dashboard/i18n/locale/ru/contact.json
+++ b/app/javascript/dashboard/i18n/locale/ru/contact.json
@@ -296,6 +296,8 @@
     "BUTTON": "Добавить пользовательский атрибут",
     "NOT_AVAILABLE": "Для этого контакта нет пользовательских атрибутов.",
     "COPY_SUCCESSFUL": "Скопировано в буфер обмена",
+    "SHOW_MORE": "Show all attributes",
+    "SHOW_LESS": "Show less attributes",
     "ACTIONS": {
       "COPY": "Копировать атрибут",
       "DELETE": "Удалить атрибут",
diff --git a/app/javascript/dashboard/i18n/locale/ru/contactFilters.json b/app/javascript/dashboard/i18n/locale/ru/contactFilters.json
index bdc7ee905..63a7db88b 100644
--- a/app/javascript/dashboard/i18n/locale/ru/contactFilters.json
+++ b/app/javascript/dashboard/i18n/locale/ru/contactFilters.json
@@ -44,7 +44,8 @@
       "CUSTOM_ATTRIBUTE_CHECKBOX": "Флажок",
       "CREATED_AT": "Дата создания",
       "LAST_ACTIVITY": "Последние действия",
-      "REFERER_LINK": "Реферальная ссылка"
+      "REFERER_LINK": "Реферальная ссылка",
+      "BLOCKED": "Заблокирован"
     },
     "GROUPS": {
       "STANDARD_FILTERS": "Стандартные фильтры",
diff --git a/app/javascript/dashboard/i18n/locale/ru/conversation.json b/app/javascript/dashboard/i18n/locale/ru/conversation.json
index 74b60d389..3b0e7365f 100644
--- a/app/javascript/dashboard/i18n/locale/ru/conversation.json
+++ b/app/javascript/dashboard/i18n/locale/ru/conversation.json
@@ -64,7 +64,14 @@
       "SNOOZED_UNTIL": "Отложить до",
       "SNOOZED_UNTIL_TOMORROW": "Отложено до завтра",
       "SNOOZED_UNTIL_NEXT_WEEK": "Отложено до следующей недели",
-      "SNOOZED_UNTIL_NEXT_REPLY": "Отложить до следующего ответа"
+      "SNOOZED_UNTIL_NEXT_REPLY": "Отложить до следующего ответа",
+      "SLA_STATUS": {
+        "FRT": "FRT {status}",
+        "NRT": "NRT {status}",
+        "RT": "RT {status}",
+        "MISSED": "missed",
+        "DUE": "due"
+      }
     },
     "RESOLVE_DROPDOWN": {
       "MARK_PENDING": "Отметить как ожидающие",
diff --git a/app/javascript/dashboard/i18n/locale/ru/general.json b/app/javascript/dashboard/i18n/locale/ru/general.json
new file mode 100644
index 000000000..25bb4dfb7
--- /dev/null
+++ b/app/javascript/dashboard/i18n/locale/ru/general.json
@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}
diff --git a/app/javascript/dashboard/i18n/locale/ru/generalSettings.json b/app/javascript/dashboard/i18n/locale/ru/generalSettings.json
index ece188f56..5b4bbca00 100644
--- a/app/javascript/dashboard/i18n/locale/ru/generalSettings.json
+++ b/app/javascript/dashboard/i18n/locale/ru/generalSettings.json
@@ -87,7 +87,10 @@
       "conversation_assignment": "Беседа назначена",
       "assigned_conversation_new_message": "Новое сообщение",
       "participating_conversation_new_message": "Новое сообщение",
-      "conversation_mention": "Упоминание"
+      "conversation_mention": "Упоминание",
+      "sla_missed_first_response": "SLA Missed",
+      "sla_missed_next_response": "SLA Missed",
+      "sla_missed_resolution": "SLA Missed"
     }
   },
   "NETWORK": {
diff --git a/app/javascript/dashboard/i18n/locale/ru/helpCenter.json b/app/javascript/dashboard/i18n/locale/ru/helpCenter.json
index 6bbe06d49..c8c41dae1 100644
--- a/app/javascript/dashboard/i18n/locale/ru/helpCenter.json
+++ b/app/javascript/dashboard/i18n/locale/ru/helpCenter.json
@@ -319,7 +319,7 @@
       "HEADERS": {
         "TITLE": "Название",
         "CATEGORY": "Категория",
-        "READ_COUNT": "Views",
+        "READ_COUNT": "Просмотры",
         "STATUS": "Статус",
         "LAST_EDITED": "Последнее изменение"
       },
diff --git a/app/javascript/dashboard/i18n/locale/ru/inbox.json b/app/javascript/dashboard/i18n/locale/ru/inbox.json
index e095fd36d..877c39649 100644
--- a/app/javascript/dashboard/i18n/locale/ru/inbox.json
+++ b/app/javascript/dashboard/i18n/locale/ru/inbox.json
@@ -4,24 +4,28 @@
       "TITLE": "Электронная почта",
       "DISPLAY_DROPDOWN": "Отображать",
       "LOADING": "Загрузка уведомлений",
-      "EOF": "Все уведомления загружены 🎉",
       "404": "В этой группе нет активных уведомлений.",
       "NO_NOTIFICATIONS": "Уведомления отсутствуют",
       "NOTE": "Уведомления от всех подписанных источников",
+      "NO_MESSAGES_AVAILABLE": "Ой! Не удалось получить сообщения",
       "SNOOZED_UNTIL": "Отложить до",
       "SNOOZED_UNTIL_TOMORROW": "Отложено до завтра",
       "SNOOZED_UNTIL_NEXT_WEEK": "Отложено до следующей недели"
     },
     "ACTION_HEADER": {
       "SNOOZE": "Отложить уведомление",
-      "DELETE": "Удалить уведомление"
+      "DELETE": "Удалить уведомление",
+      "BACK": "Назад"
     },
     "TYPES": {
       "CONVERSATION_MENTION": "Вас упомянули в диалоге",
       "CONVERSATION_CREATION": "Диалог создан",
       "CONVERSATION_ASSIGNMENT": "Вам назначен диалог",
       "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Новое сообщение в назначенном диалоге",
-      "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Новое сообщение в диалоге, в котором вы участвуете"
+      "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Новое сообщение в диалоге, в котором вы участвуете",
+      "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": "Отметить как прочитанное",
diff --git a/app/javascript/dashboard/i18n/locale/ru/report.json b/app/javascript/dashboard/i18n/locale/ru/report.json
index f173ca449..9cb6b58c5 100644
--- a/app/javascript/dashboard/i18n/locale/ru/report.json
+++ b/app/javascript/dashboard/i18n/locale/ru/report.json
@@ -35,6 +35,14 @@
         "NAME": "Количество завершенных",
         "DESC": "( Всего )"
       },
+      "BOT_RESOLUTION_COUNT": {
+        "NAME": "Количество завершенных",
+        "DESC": "( Всего )"
+      },
+      "BOT_HANDOFF_COUNT": {
+        "NAME": "Handoff Count",
+        "DESC": "( Всего )"
+      },
       "REPLY_TIME": {
         "NAME": "Время ожидания клиента",
         "TOOLTIP_TEXT": "Waiting time is %{metricValue} (based on %{conversationCount} replies)"
@@ -130,7 +138,11 @@
         "groupBy": "Месяц"
       }
     ],
-    "BUSINESS_HOURS": "Время работы"
+    "BUSINESS_HOURS": "Время работы",
+    "FILTER_ACTIONS": {
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "Результаты не найдены"
+    }
   },
   "AGENT_REPORTS": {
     "HEADER": "Обзор агентов",
@@ -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": "Обзор",
     "LIVE": "Онлайн",
@@ -476,5 +509,54 @@
     "THURSDAY": "Четверг",
     "FRIDAY": "Пятница",
     "SATURDAY": "Суббота"
+  },
+  "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": "Добавить фильтр",
+      "CLEAR_ALL": "Clear all",
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "Результаты не найдены",
+      "NO_FILTER": "No filters available",
+      "SEARCH": "Search filter",
+      "INPUT_PLACEHOLDER": {
+        "SLA": "SLA name",
+        "AGENTS": "Имя оператора",
+        "INBOXES": "Имя источника",
+        "LABELS": "Название категории",
+        "TEAMS": "Название команды"
+      },
+      "SLA": "SLA Policy",
+      "INBOXES": "Электронная почта",
+      "AGENTS": "Оператор",
+      "LABELS": "Метка",
+      "TEAMS": "Команда"
+    },
+    "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": "Диалоги",
+        "AGENT": "Оператор"
+      },
+      "VIEW_DETAILS": "View Details"
+    }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/ru/settings.json b/app/javascript/dashboard/i18n/locale/ru/settings.json
index 929e835bf..735cc4731 100644
--- a/app/javascript/dashboard/i18n/locale/ru/settings.json
+++ b/app/javascript/dashboard/i18n/locale/ru/settings.json
@@ -83,7 +83,10 @@
         "CONVERSATION_CREATION": "Отправлять email уведомление, когда новый диалог создан",
         "CONVERSATION_MENTION": "Отправлять email уведомление, когда вас упоминают в диалоге",
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Отправлять email уведомления при создании нового сообщения в назначенном диалоге",
-        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Отправлять уведомления по электронной почте, когда в разговоре создается новое сообщение"
+        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Отправлять уведомления по электронной почте, когда в разговоре создается новое сообщение",
+        "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": "Настройки уведомлений сохранены",
@@ -98,7 +101,10 @@
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Отправлять push уведомления при создании нового сообщения в назначенном диалоге",
         "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Отправлять push-уведомления при создании нового сообщения в участвующем разговоре",
         "HAS_ENABLED_PUSH": "Вы включили push уведомления для этого браузера.",
-        "REQUEST_PUSH": "Включить push-уведомления"
+        "REQUEST_PUSH": "Включить push-уведомления",
+        "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": "Изображение профиля"
@@ -199,6 +205,7 @@
   "SIDEBAR": {
     "CURRENTLY_VIEWING_ACCOUNT": "Сейчас просматривается:",
     "SWITCH": "Переключить",
+    "INBOX_VIEW": "Inbox View",
     "CONVERSATIONS": "Диалоги",
     "INBOX": "Электронная почта",
     "ALL_CONVERSATIONS": "Диалоги",
@@ -237,6 +244,8 @@
     "CAMPAIGNS": "Кампании",
     "ONGOING": "Повторяющиеся",
     "ONE_OFF": "Единоразовые",
+    "REPORTS_SLA": "SLA",
+    "REPORTS_BOT": "Бот",
     "REPORTS_AGENT": "Операторы",
     "REPORTS_LABEL": "Категории",
     "REPORTS_INBOX": "Электронная почта",
diff --git a/app/javascript/dashboard/i18n/locale/ru/sla.json b/app/javascript/dashboard/i18n/locale/ru/sla.json
index d24b3615f..2a6e18b56 100644
--- a/app/javascript/dashboard/i18n/locale/ru/sla.json
+++ b/app/javascript/dashboard/i18n/locale/ru/sla.json
@@ -1,22 +1,31 @@
 {
   "SLA": {
     "HEADER": "SLA",
-    "HEADER_BTN_TXT": "Добавить SLA",
+    "ADD_ACTION": "Добавить 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": "Получение SLA",
-    "SEARCH_404": "Нет вебхуков, соответствующих запросу",
-    "SIDEBAR_TXT": "<p><b>SLA</b> <p>Подумайте о соглашениях об уровне обслуживания (SLA) как о дружественных обещаниях между поставщиком услуг и клиентом.</p> <p> Эти обещания устанавливают четкие ожидания в отношении таких вещей, как быстрое реагирование команды на проблемы, Вы всегда получите надежный и высококлассный опыт!</p>",
     "LIST": {
       "404": "В этой учетной записи нет доступных SLA.",
-      "TITLE": "Настроить SLA",
-      "DESC": "SLAs: Дружеские обещания для отличного обслуживания!",
-      "TABLE_HEADER": [
-        "Имя",
-        "Описание",
-        "FRT",
-        "NRT",
-        "RT",
-        "Время работы"
-      ]
+      "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": "Время работы включено",
+      "BUSINESS_HOURS_OFF": "Время работы выключено",
+      "RESPONSE_TYPES": {
+        "FRT": "Порог времени первого ответа",
+        "NRT": "Порог времени следующего ответа",
+        "RT": "Порог времени решения",
+        "SHORT_HAND": {
+          "FRT": "FRT",
+          "NRT": "NRT",
+          "RT": "RT"
+        }
+      }
     },
     "FORM": {
       "NAME": {
@@ -56,18 +65,32 @@
     },
     "ADD": {
       "TITLE": "Добавить SLA",
-      "DESC": "SLAs: Дружеские обещания для отличного обслуживания!",
+      "DESC": "Friendly promises for great service!",
       "API": {
         "SUCCESS_MESSAGE": "SLA успешно добавлено",
         "ERROR_MESSAGE": "Произошла ошибка, попробуйте еще раз"
       }
     },
-    "EDIT": {
-      "TITLE": "Редактировать SLA",
+    "DELETE": {
+      "TITLE": "Delete SLA",
       "API": {
-        "SUCCESS_MESSAGE": "SLA успешно обновлено",
+        "SUCCESS_MESSAGE": "SLA deleted successfully",
         "ERROR_MESSAGE": "Произошла ошибка, попробуйте еще раз"
+      },
+      "CONFIRM": {
+        "TITLE": "Подтвердите удаление",
+        "MESSAGE": "Are you sure you want to delete ",
+        "YES": "Да, удалить ",
+        "NO": "Нет, не удалять "
       }
+    },
+    "EVENTS": {
+      "TITLE": "SLA Misses",
+      "FRT": "Время первого ответа",
+      "NRT": "Next response time",
+      "RT": "Resolution time",
+      "SHOW_MORE": "{count} more",
+      "HIDE": "Hide {count} rows"
     }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/sh/contact.json b/app/javascript/dashboard/i18n/locale/sh/contact.json
index 7ab197734..baac962bb 100644
--- a/app/javascript/dashboard/i18n/locale/sh/contact.json
+++ b/app/javascript/dashboard/i18n/locale/sh/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",
diff --git a/app/javascript/dashboard/i18n/locale/sh/contactFilters.json b/app/javascript/dashboard/i18n/locale/sh/contactFilters.json
index 09a543984..02d5dcf89 100644
--- a/app/javascript/dashboard/i18n/locale/sh/contactFilters.json
+++ b/app/javascript/dashboard/i18n/locale/sh/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",
diff --git a/app/javascript/dashboard/i18n/locale/sh/conversation.json b/app/javascript/dashboard/i18n/locale/sh/conversation.json
index cca1458b9..f1b7d1fb9 100644
--- a/app/javascript/dashboard/i18n/locale/sh/conversation.json
+++ b/app/javascript/dashboard/i18n/locale/sh/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",
diff --git a/app/javascript/dashboard/i18n/locale/sh/general.json b/app/javascript/dashboard/i18n/locale/sh/general.json
new file mode 100644
index 000000000..25bb4dfb7
--- /dev/null
+++ b/app/javascript/dashboard/i18n/locale/sh/general.json
@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}
diff --git a/app/javascript/dashboard/i18n/locale/sh/generalSettings.json b/app/javascript/dashboard/i18n/locale/sh/generalSettings.json
index 185d328a5..a252d776f 100644
--- a/app/javascript/dashboard/i18n/locale/sh/generalSettings.json
+++ b/app/javascript/dashboard/i18n/locale/sh/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": {
diff --git a/app/javascript/dashboard/i18n/locale/sh/inbox.json b/app/javascript/dashboard/i18n/locale/sh/inbox.json
index dcac5459f..137aac54b 100644
--- a/app/javascript/dashboard/i18n/locale/sh/inbox.json
+++ b/app/javascript/dashboard/i18n/locale/sh/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",
diff --git a/app/javascript/dashboard/i18n/locale/sh/report.json b/app/javascript/dashboard/i18n/locale/sh/report.json
index 6ff84c5f5..c27532783 100644
--- a/app/javascript/dashboard/i18n/locale/sh/report.json
+++ b/app/javascript/dashboard/i18n/locale/sh/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": "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"
+    }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/sh/settings.json b/app/javascript/dashboard/i18n/locale/sh/settings.json
index a953dbca0..bfc1a79df 100644
--- a/app/javascript/dashboard/i18n/locale/sh/settings.json
+++ b/app/javascript/dashboard/i18n/locale/sh/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",
diff --git a/app/javascript/dashboard/i18n/locale/sh/sla.json b/app/javascript/dashboard/i18n/locale/sh/sla.json
index 806746b75..ce6e3d17e 100644
--- a/app/javascript/dashboard/i18n/locale/sh/sla.json
+++ b/app/javascript/dashboard/i18n/locale/sh/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"
     }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/sk/contact.json b/app/javascript/dashboard/i18n/locale/sk/contact.json
index 3140cf6ba..0c993a4ac 100644
--- a/app/javascript/dashboard/i18n/locale/sk/contact.json
+++ b/app/javascript/dashboard/i18n/locale/sk/contact.json
@@ -296,6 +296,8 @@
     "BUTTON": "Pridať vlastné atribúty",
     "NOT_AVAILABLE": "Pre tento kontakt nie sú k dispozícii žiadne vlastné atribúty.",
     "COPY_SUCCESSFUL": "Úspešne nakopírované",
+    "SHOW_MORE": "Show all attributes",
+    "SHOW_LESS": "Show less attributes",
     "ACTIONS": {
       "COPY": "Kopírovať atribút",
       "DELETE": "Vymazaž atribút",
diff --git a/app/javascript/dashboard/i18n/locale/sk/contactFilters.json b/app/javascript/dashboard/i18n/locale/sk/contactFilters.json
index 42f6953b2..19dc41c02 100644
--- a/app/javascript/dashboard/i18n/locale/sk/contactFilters.json
+++ b/app/javascript/dashboard/i18n/locale/sk/contactFilters.json
@@ -44,7 +44,8 @@
       "CUSTOM_ATTRIBUTE_CHECKBOX": "Checkbox",
       "CREATED_AT": "Created At",
       "LAST_ACTIVITY": "Posledná aktivita",
-      "REFERER_LINK": "Referrer link"
+      "REFERER_LINK": "Referrer link",
+      "BLOCKED": "Blocked"
     },
     "GROUPS": {
       "STANDARD_FILTERS": "Standard Filters",
diff --git a/app/javascript/dashboard/i18n/locale/sk/conversation.json b/app/javascript/dashboard/i18n/locale/sk/conversation.json
index 86e27ba3d..0dcf49450 100644
--- a/app/javascript/dashboard/i18n/locale/sk/conversation.json
+++ b/app/javascript/dashboard/i18n/locale/sk/conversation.json
@@ -64,7 +64,14 @@
       "SNOOZED_UNTIL": "Snoozed until",
       "SNOOZED_UNTIL_TOMORROW": "Odložené do zajtra",
       "SNOOZED_UNTIL_NEXT_WEEK": "Odložené do ďalšieho týždňa",
-      "SNOOZED_UNTIL_NEXT_REPLY": "Odložené do ďalšej odpovede"
+      "SNOOZED_UNTIL_NEXT_REPLY": "Odložené do ďalšej odpovede",
+      "SLA_STATUS": {
+        "FRT": "FRT {status}",
+        "NRT": "NRT {status}",
+        "RT": "RT {status}",
+        "MISSED": "missed",
+        "DUE": "due"
+      }
     },
     "RESOLVE_DROPDOWN": {
       "MARK_PENDING": "Označiť ako čakajúce na vybavenie",
diff --git a/app/javascript/dashboard/i18n/locale/sk/general.json b/app/javascript/dashboard/i18n/locale/sk/general.json
new file mode 100644
index 000000000..25bb4dfb7
--- /dev/null
+++ b/app/javascript/dashboard/i18n/locale/sk/general.json
@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}
diff --git a/app/javascript/dashboard/i18n/locale/sk/generalSettings.json b/app/javascript/dashboard/i18n/locale/sk/generalSettings.json
index c6c183780..6197fc35e 100644
--- a/app/javascript/dashboard/i18n/locale/sk/generalSettings.json
+++ b/app/javascript/dashboard/i18n/locale/sk/generalSettings.json
@@ -87,7 +87,10 @@
       "conversation_assignment": "Konverzácia pridelená",
       "assigned_conversation_new_message": "Nová správa",
       "participating_conversation_new_message": "Nová správa",
-      "conversation_mention": "Zmienka"
+      "conversation_mention": "Zmienka",
+      "sla_missed_first_response": "SLA Missed",
+      "sla_missed_next_response": "SLA Missed",
+      "sla_missed_resolution": "SLA Missed"
     }
   },
   "NETWORK": {
diff --git a/app/javascript/dashboard/i18n/locale/sk/inbox.json b/app/javascript/dashboard/i18n/locale/sk/inbox.json
index 4d356e350..62289fba3 100644
--- a/app/javascript/dashboard/i18n/locale/sk/inbox.json
+++ b/app/javascript/dashboard/i18n/locale/sk/inbox.json
@@ -4,24 +4,28 @@
       "TITLE": "Schránka",
       "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": "Odložené do zajtra",
       "SNOOZED_UNTIL_NEXT_WEEK": "Odložené do ďalšieho týždňa"
     },
     "ACTION_HEADER": {
       "SNOOZE": "Snooze notification",
-      "DELETE": "Delete notification"
+      "DELETE": "Delete notification",
+      "BACK": "Späť"
     },
     "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",
diff --git a/app/javascript/dashboard/i18n/locale/sk/report.json b/app/javascript/dashboard/i18n/locale/sk/report.json
index 8f8f879ac..2695a4a58 100644
--- a/app/javascript/dashboard/i18n/locale/sk/report.json
+++ b/app/javascript/dashboard/i18n/locale/sk/report.json
@@ -35,6 +35,14 @@
         "NAME": "Počet vyriešených problémov",
         "DESC": "( Spolu )"
       },
+      "BOT_RESOLUTION_COUNT": {
+        "NAME": "Počet vyriešených problémov",
+        "DESC": "( Spolu )"
+      },
+      "BOT_HANDOFF_COUNT": {
+        "NAME": "Handoff Count",
+        "DESC": "( Spolu )"
+      },
       "REPLY_TIME": {
         "NAME": "Customer waiting time",
         "TOOLTIP_TEXT": "Waiting time is %{metricValue} (based on %{conversationCount} replies)"
@@ -130,7 +138,11 @@
         "groupBy": "Month"
       }
     ],
-    "BUSINESS_HOURS": "Otváracie hodiny"
+    "BUSINESS_HOURS": "Otváracie hodiny",
+    "FILTER_ACTIONS": {
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "Žiadne výsledky neboli nájdené"
+    }
   },
   "AGENT_REPORTS": {
     "HEADER": "Prehľad agentov",
@@ -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": "Prehľad",
     "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": "Žiadne výsledky neboli nájdené",
+      "NO_FILTER": "No filters available",
+      "SEARCH": "Search filter",
+      "INPUT_PLACEHOLDER": {
+        "SLA": "SLA name",
+        "AGENTS": "Agent name",
+        "INBOXES": "Inbox name",
+        "LABELS": "Label name",
+        "TEAMS": "Názov tímu"
+      },
+      "SLA": "SLA Policy",
+      "INBOXES": "Schránka",
+      "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": "Konverzácia",
+        "AGENT": "Agent"
+      },
+      "VIEW_DETAILS": "View Details"
+    }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/sk/settings.json b/app/javascript/dashboard/i18n/locale/sk/settings.json
index 7305d4fa5..e6bb1975d 100644
--- a/app/javascript/dashboard/i18n/locale/sk/settings.json
+++ b/app/javascript/dashboard/i18n/locale/sk/settings.json
@@ -83,7 +83,10 @@
         "CONVERSATION_CREATION": "Odosielať e-mailové upozornenia pri vytvorení novej konverzácie",
         "CONVERSATION_MENTION": "Odosielať e-mailové upozornenia keď som spomenutý v konverzácii",
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Odosielať e-mailové oznámenia pri vytvorení novej správy v priradenej konverzácii",
-        "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 nastavenia oznámení sa úspešne aktualizovali",
@@ -98,7 +101,10 @@
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Odosielať Push oznámenia pri vytvorení novej správy v priradenej konverzácii",
         "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Send push notifications when a new message is created in a participating conversation",
         "HAS_ENABLED_PUSH": "Pre tento prehliadač ste povolili oznámenia Push.",
-        "REQUEST_PUSH": "Povoliť oznámenia Push"
+        "REQUEST_PUSH": "Povoliť oznámenia Push",
+        "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": "Profilová fotka"
@@ -199,6 +205,7 @@
   "SIDEBAR": {
     "CURRENTLY_VIEWING_ACCOUNT": "Currently viewing:",
     "SWITCH": "Switch",
+    "INBOX_VIEW": "Inbox View",
     "CONVERSATIONS": "Rozhovory",
     "INBOX": "Schránka",
     "ALL_CONVERSATIONS": "Všetky konverzácie",
@@ -237,6 +244,8 @@
     "CAMPAIGNS": "Campaigns",
     "ONGOING": "Ongoing",
     "ONE_OFF": "One off",
+    "REPORTS_SLA": "SLA",
+    "REPORTS_BOT": "Bot",
     "REPORTS_AGENT": "Agenti",
     "REPORTS_LABEL": "Labels",
     "REPORTS_INBOX": "Schránka",
diff --git a/app/javascript/dashboard/i18n/locale/sk/sla.json b/app/javascript/dashboard/i18n/locale/sk/sla.json
index 40b78d1d7..1b420eb97 100644
--- a/app/javascript/dashboard/i18n/locale/sk/sla.json
+++ b/app/javascript/dashboard/i18n/locale/sk/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": "Neexistujú žiadne položky, ktoré by zodpovedali tejto požiadavke",
-    "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": [
-        "Meno",
-        "Description",
-        "FRT",
-        "NRT",
-        "RT",
-        "Otváracie hodiny"
-      ]
+      "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": "Vyskytla sa chyba, skúste to prosím znova"
       }
     },
-    "EDIT": {
-      "TITLE": "Edit SLA",
+    "DELETE": {
+      "TITLE": "Delete SLA",
       "API": {
-        "SUCCESS_MESSAGE": "SLA updated successfully",
+        "SUCCESS_MESSAGE": "SLA deleted successfully",
         "ERROR_MESSAGE": "Vyskytla sa chyba, skúste to prosím znova"
+      },
+      "CONFIRM": {
+        "TITLE": "Potvrdiť vymazanie",
+        "MESSAGE": "Are you sure you want to delete ",
+        "YES": "Áno, vymazať ",
+        "NO": "Nie, ponechať "
       }
+    },
+    "EVENTS": {
+      "TITLE": "SLA Misses",
+      "FRT": "Čas do prvej reakcie",
+      "NRT": "Next response time",
+      "RT": "Resolution time",
+      "SHOW_MORE": "{count} more",
+      "HIDE": "Hide {count} rows"
     }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/sl/contact.json b/app/javascript/dashboard/i18n/locale/sl/contact.json
index 791279899..24483ca1a 100644
--- a/app/javascript/dashboard/i18n/locale/sl/contact.json
+++ b/app/javascript/dashboard/i18n/locale/sl/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",
diff --git a/app/javascript/dashboard/i18n/locale/sl/contactFilters.json b/app/javascript/dashboard/i18n/locale/sl/contactFilters.json
index 09a543984..02d5dcf89 100644
--- a/app/javascript/dashboard/i18n/locale/sl/contactFilters.json
+++ b/app/javascript/dashboard/i18n/locale/sl/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",
diff --git a/app/javascript/dashboard/i18n/locale/sl/conversation.json b/app/javascript/dashboard/i18n/locale/sl/conversation.json
index 227c802d6..d6ea8f83d 100644
--- a/app/javascript/dashboard/i18n/locale/sl/conversation.json
+++ b/app/javascript/dashboard/i18n/locale/sl/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",
diff --git a/app/javascript/dashboard/i18n/locale/sl/general.json b/app/javascript/dashboard/i18n/locale/sl/general.json
new file mode 100644
index 000000000..25bb4dfb7
--- /dev/null
+++ b/app/javascript/dashboard/i18n/locale/sl/general.json
@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}
diff --git a/app/javascript/dashboard/i18n/locale/sl/generalSettings.json b/app/javascript/dashboard/i18n/locale/sl/generalSettings.json
index 185d328a5..a252d776f 100644
--- a/app/javascript/dashboard/i18n/locale/sl/generalSettings.json
+++ b/app/javascript/dashboard/i18n/locale/sl/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": {
diff --git a/app/javascript/dashboard/i18n/locale/sl/inbox.json b/app/javascript/dashboard/i18n/locale/sl/inbox.json
index dcac5459f..137aac54b 100644
--- a/app/javascript/dashboard/i18n/locale/sl/inbox.json
+++ b/app/javascript/dashboard/i18n/locale/sl/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",
diff --git a/app/javascript/dashboard/i18n/locale/sl/report.json b/app/javascript/dashboard/i18n/locale/sl/report.json
index e3a0f31d2..172e5501d 100644
--- a/app/javascript/dashboard/i18n/locale/sl/report.json
+++ b/app/javascript/dashboard/i18n/locale/sl/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"
+    }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/sl/settings.json b/app/javascript/dashboard/i18n/locale/sl/settings.json
index a953dbca0..bfc1a79df 100644
--- a/app/javascript/dashboard/i18n/locale/sl/settings.json
+++ b/app/javascript/dashboard/i18n/locale/sl/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",
diff --git a/app/javascript/dashboard/i18n/locale/sl/sla.json b/app/javascript/dashboard/i18n/locale/sl/sla.json
index 806746b75..ce6e3d17e 100644
--- a/app/javascript/dashboard/i18n/locale/sl/sla.json
+++ b/app/javascript/dashboard/i18n/locale/sl/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"
     }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/sq/contact.json b/app/javascript/dashboard/i18n/locale/sq/contact.json
index 791279899..24483ca1a 100644
--- a/app/javascript/dashboard/i18n/locale/sq/contact.json
+++ b/app/javascript/dashboard/i18n/locale/sq/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",
diff --git a/app/javascript/dashboard/i18n/locale/sq/contactFilters.json b/app/javascript/dashboard/i18n/locale/sq/contactFilters.json
index 09a543984..02d5dcf89 100644
--- a/app/javascript/dashboard/i18n/locale/sq/contactFilters.json
+++ b/app/javascript/dashboard/i18n/locale/sq/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",
diff --git a/app/javascript/dashboard/i18n/locale/sq/conversation.json b/app/javascript/dashboard/i18n/locale/sq/conversation.json
index 227c802d6..d6ea8f83d 100644
--- a/app/javascript/dashboard/i18n/locale/sq/conversation.json
+++ b/app/javascript/dashboard/i18n/locale/sq/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",
diff --git a/app/javascript/dashboard/i18n/locale/sq/general.json b/app/javascript/dashboard/i18n/locale/sq/general.json
new file mode 100644
index 000000000..25bb4dfb7
--- /dev/null
+++ b/app/javascript/dashboard/i18n/locale/sq/general.json
@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}
diff --git a/app/javascript/dashboard/i18n/locale/sq/generalSettings.json b/app/javascript/dashboard/i18n/locale/sq/generalSettings.json
index 185d328a5..a252d776f 100644
--- a/app/javascript/dashboard/i18n/locale/sq/generalSettings.json
+++ b/app/javascript/dashboard/i18n/locale/sq/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": {
diff --git a/app/javascript/dashboard/i18n/locale/sq/inbox.json b/app/javascript/dashboard/i18n/locale/sq/inbox.json
index dcac5459f..137aac54b 100644
--- a/app/javascript/dashboard/i18n/locale/sq/inbox.json
+++ b/app/javascript/dashboard/i18n/locale/sq/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",
diff --git a/app/javascript/dashboard/i18n/locale/sq/report.json b/app/javascript/dashboard/i18n/locale/sq/report.json
index e3a0f31d2..172e5501d 100644
--- a/app/javascript/dashboard/i18n/locale/sq/report.json
+++ b/app/javascript/dashboard/i18n/locale/sq/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"
+    }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/sq/settings.json b/app/javascript/dashboard/i18n/locale/sq/settings.json
index a953dbca0..bfc1a79df 100644
--- a/app/javascript/dashboard/i18n/locale/sq/settings.json
+++ b/app/javascript/dashboard/i18n/locale/sq/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",
diff --git a/app/javascript/dashboard/i18n/locale/sq/sla.json b/app/javascript/dashboard/i18n/locale/sq/sla.json
index 806746b75..ce6e3d17e 100644
--- a/app/javascript/dashboard/i18n/locale/sq/sla.json
+++ b/app/javascript/dashboard/i18n/locale/sq/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"
     }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/sr/contact.json b/app/javascript/dashboard/i18n/locale/sr/contact.json
index 8f8590ff4..d4a5c8fad 100644
--- a/app/javascript/dashboard/i18n/locale/sr/contact.json
+++ b/app/javascript/dashboard/i18n/locale/sr/contact.json
@@ -296,6 +296,8 @@
     "BUTTON": "Dodaj vlastite atribute",
     "NOT_AVAILABLE": "Nema dostupnih prilagođenih atributa za ovaj kontakt.",
     "COPY_SUCCESSFUL": "Uspešno kopirano na beležnicu",
+    "SHOW_MORE": "Show all attributes",
+    "SHOW_LESS": "Show less attributes",
     "ACTIONS": {
       "COPY": "Kopiraj atribut",
       "DELETE": "Obriši atribut",
diff --git a/app/javascript/dashboard/i18n/locale/sr/contactFilters.json b/app/javascript/dashboard/i18n/locale/sr/contactFilters.json
index f968aa7e3..d0254d9b7 100644
--- a/app/javascript/dashboard/i18n/locale/sr/contactFilters.json
+++ b/app/javascript/dashboard/i18n/locale/sr/contactFilters.json
@@ -44,7 +44,8 @@
       "CUSTOM_ATTRIBUTE_CHECKBOX": "Polje za potvrdu",
       "CREATED_AT": "Kreirano",
       "LAST_ACTIVITY": "Poslednja aktivnost",
-      "REFERER_LINK": "Veza preporuke"
+      "REFERER_LINK": "Veza preporuke",
+      "BLOCKED": "Blocked"
     },
     "GROUPS": {
       "STANDARD_FILTERS": "Standardni filteri",
diff --git a/app/javascript/dashboard/i18n/locale/sr/conversation.json b/app/javascript/dashboard/i18n/locale/sr/conversation.json
index d2a73b0e4..c8414e82a 100644
--- a/app/javascript/dashboard/i18n/locale/sr/conversation.json
+++ b/app/javascript/dashboard/i18n/locale/sr/conversation.json
@@ -64,7 +64,14 @@
       "SNOOZED_UNTIL": "Snoozed until",
       "SNOOZED_UNTIL_TOMORROW": "Odloženo do sutra",
       "SNOOZED_UNTIL_NEXT_WEEK": "Odloženo do sledeće nedelje",
-      "SNOOZED_UNTIL_NEXT_REPLY": "Odloženo do sledećeg odgovora"
+      "SNOOZED_UNTIL_NEXT_REPLY": "Odloženo do sledećeg odgovora",
+      "SLA_STATUS": {
+        "FRT": "FRT {status}",
+        "NRT": "NRT {status}",
+        "RT": "RT {status}",
+        "MISSED": "missed",
+        "DUE": "due"
+      }
     },
     "RESOLVE_DROPDOWN": {
       "MARK_PENDING": "Označeno na čekanju",
diff --git a/app/javascript/dashboard/i18n/locale/sr/general.json b/app/javascript/dashboard/i18n/locale/sr/general.json
new file mode 100644
index 000000000..25bb4dfb7
--- /dev/null
+++ b/app/javascript/dashboard/i18n/locale/sr/general.json
@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}
diff --git a/app/javascript/dashboard/i18n/locale/sr/generalSettings.json b/app/javascript/dashboard/i18n/locale/sr/generalSettings.json
index ff162689a..36f59dbc0 100644
--- a/app/javascript/dashboard/i18n/locale/sr/generalSettings.json
+++ b/app/javascript/dashboard/i18n/locale/sr/generalSettings.json
@@ -87,7 +87,10 @@
       "conversation_assignment": "Dodeljen razgovoru",
       "assigned_conversation_new_message": "Nova poruka",
       "participating_conversation_new_message": "Nova poruka",
-      "conversation_mention": "Pominjanje"
+      "conversation_mention": "Pominjanje",
+      "sla_missed_first_response": "SLA Missed",
+      "sla_missed_next_response": "SLA Missed",
+      "sla_missed_resolution": "SLA Missed"
     }
   },
   "NETWORK": {
diff --git a/app/javascript/dashboard/i18n/locale/sr/inbox.json b/app/javascript/dashboard/i18n/locale/sr/inbox.json
index 8ca769d70..0119228a1 100644
--- a/app/javascript/dashboard/i18n/locale/sr/inbox.json
+++ b/app/javascript/dashboard/i18n/locale/sr/inbox.json
@@ -4,24 +4,28 @@
       "TITLE": "Prijemno sanduče",
       "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 sutra",
       "SNOOZED_UNTIL_NEXT_WEEK": "Odloženo do sledeće nedelje"
     },
     "ACTION_HEADER": {
       "SNOOZE": "Snooze notification",
-      "DELETE": "Delete notification"
+      "DELETE": "Delete notification",
+      "BACK": "Nazad"
     },
     "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",
diff --git a/app/javascript/dashboard/i18n/locale/sr/report.json b/app/javascript/dashboard/i18n/locale/sr/report.json
index f97c744d3..de4e12154 100644
--- a/app/javascript/dashboard/i18n/locale/sr/report.json
+++ b/app/javascript/dashboard/i18n/locale/sr/report.json
@@ -35,6 +35,14 @@
         "NAME": "Broj rešenih",
         "DESC": "( Ukupno )"
       },
+      "BOT_RESOLUTION_COUNT": {
+        "NAME": "Broj rešenih",
+        "DESC": "( Ukupno )"
+      },
+      "BOT_HANDOFF_COUNT": {
+        "NAME": "Handoff Count",
+        "DESC": "( Ukupno )"
+      },
       "REPLY_TIME": {
         "NAME": "Customer waiting time",
         "TOOLTIP_TEXT": "Waiting time is %{metricValue} (based on %{conversationCount} replies)"
@@ -130,7 +138,11 @@
         "groupBy": "Mesec"
       }
     ],
-    "BUSINESS_HOURS": "Radno vreme"
+    "BUSINESS_HOURS": "Radno vreme",
+    "FILTER_ACTIONS": {
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "Ništa nije pronađeno"
+    }
   },
   "AGENT_REPORTS": {
     "HEADER": "Pregled agenata",
@@ -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": "Pregled",
     "LIVE": "Uživo",
@@ -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": "Ništa nije pronađeno",
+      "NO_FILTER": "No filters available",
+      "SEARCH": "Search filter",
+      "INPUT_PLACEHOLDER": {
+        "SLA": "SLA name",
+        "AGENTS": "Naziv agenta",
+        "INBOXES": "Naziv prijemnog sandučeta",
+        "LABELS": "Naziv oznake",
+        "TEAMS": "Naziv tima"
+      },
+      "SLA": "SLA Policy",
+      "INBOXES": "Prijemno sanduče",
+      "AGENTS": "Agent",
+      "LABELS": "Oznaka",
+      "TEAMS": "Tim"
+    },
+    "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": "Razgovor",
+        "AGENT": "Agent"
+      },
+      "VIEW_DETAILS": "View Details"
+    }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/sr/settings.json b/app/javascript/dashboard/i18n/locale/sr/settings.json
index bf66c24c2..1736e8357 100644
--- a/app/javascript/dashboard/i18n/locale/sr/settings.json
+++ b/app/javascript/dashboard/i18n/locale/sr/settings.json
@@ -83,7 +83,10 @@
         "CONVERSATION_CREATION": "Pošalji obaveštenje putem e-poruke kada je napravljen novi razgovor",
         "CONVERSATION_MENTION": "Pošalji obaveštenje putem e-poruke kada ste pomenuti u razgovoru",
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Pošalji obaveštenje putem e-poruke kada je napravljena nova poruka u dodeljenom razgovoru",
-        "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": "Vaša podešavanja obaveštenja su uspešno izmenjena",
@@ -98,7 +101,10 @@
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Pošalji mobilno obaveštenje kada je napravljena nova poruka u dodeljenom razgovoru",
         "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Send push notifications when a new message is created in a participating conversation",
         "HAS_ENABLED_PUSH": "Omogućili ste obaveštenje za ovaj pregledač.",
-        "REQUEST_PUSH": "Omogućite mobilna obaveštenja"
+        "REQUEST_PUSH": "Omogućite mobilna obaveštenja",
+        "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": "Slika profila"
@@ -199,6 +205,7 @@
   "SIDEBAR": {
     "CURRENTLY_VIEWING_ACCOUNT": "Trenutno pregledate:",
     "SWITCH": "Prebaci",
+    "INBOX_VIEW": "Inbox View",
     "CONVERSATIONS": "Razgovori",
     "INBOX": "Prijemno sanduče",
     "ALL_CONVERSATIONS": "Svi razgovori",
@@ -237,6 +244,8 @@
     "CAMPAIGNS": "Kampanje",
     "ONGOING": "Dugotrajne",
     "ONE_OFF": "Jednokratne",
+    "REPORTS_SLA": "SLA",
+    "REPORTS_BOT": "Bot",
     "REPORTS_AGENT": "Agenti",
     "REPORTS_LABEL": "Oznake",
     "REPORTS_INBOX": "Prijemno sanduče",
diff --git a/app/javascript/dashboard/i18n/locale/sr/sla.json b/app/javascript/dashboard/i18n/locale/sr/sla.json
index 2677dd02f..5ce68acc4 100644
--- a/app/javascript/dashboard/i18n/locale/sr/sla.json
+++ b/app/javascript/dashboard/i18n/locale/sr/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": "Nema razultata",
-    "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": [
-        "Ime",
-        "Opis",
-        "FRT",
-        "NRT",
-        "RT",
-        "Radno vreme"
-      ]
+      "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": "Pojavila se greška, molim vas pokušajte ponovo"
       }
     },
-    "EDIT": {
-      "TITLE": "Edit SLA",
+    "DELETE": {
+      "TITLE": "Delete SLA",
       "API": {
-        "SUCCESS_MESSAGE": "SLA updated successfully",
+        "SUCCESS_MESSAGE": "SLA deleted successfully",
         "ERROR_MESSAGE": "Pojavila se greška, molim vas pokušajte ponovo"
+      },
+      "CONFIRM": {
+        "TITLE": "Potvrdite brisanje",
+        "MESSAGE": "Are you sure you want to delete ",
+        "YES": "Da, izbriši ",
+        "NO": "Ne, zadrži "
       }
+    },
+    "EVENTS": {
+      "TITLE": "SLA Misses",
+      "FRT": "First response time",
+      "NRT": "Next response time",
+      "RT": "Resolution time",
+      "SHOW_MORE": "{count} more",
+      "HIDE": "Hide {count} rows"
     }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/sv/contact.json b/app/javascript/dashboard/i18n/locale/sv/contact.json
index 70fc41046..1a77c0dde 100644
--- a/app/javascript/dashboard/i18n/locale/sv/contact.json
+++ b/app/javascript/dashboard/i18n/locale/sv/contact.json
@@ -296,6 +296,8 @@
     "BUTTON": "Add custom attribute",
     "NOT_AVAILABLE": "There are no custom attributes available for this contact.",
     "COPY_SUCCESSFUL": "Kopierat till urklipp",
+    "SHOW_MORE": "Show all attributes",
+    "SHOW_LESS": "Show less attributes",
     "ACTIONS": {
       "COPY": "Copy attribute",
       "DELETE": "Delete attribute",
diff --git a/app/javascript/dashboard/i18n/locale/sv/contactFilters.json b/app/javascript/dashboard/i18n/locale/sv/contactFilters.json
index 46f4bfb77..17dd5365f 100644
--- a/app/javascript/dashboard/i18n/locale/sv/contactFilters.json
+++ b/app/javascript/dashboard/i18n/locale/sv/contactFilters.json
@@ -44,7 +44,8 @@
       "CUSTOM_ATTRIBUTE_CHECKBOX": "Checkbox",
       "CREATED_AT": "Created At",
       "LAST_ACTIVITY": "Senaste aktivitet",
-      "REFERER_LINK": "Referrer link"
+      "REFERER_LINK": "Referrer link",
+      "BLOCKED": "Blockerad"
     },
     "GROUPS": {
       "STANDARD_FILTERS": "Standard Filters",
diff --git a/app/javascript/dashboard/i18n/locale/sv/conversation.json b/app/javascript/dashboard/i18n/locale/sv/conversation.json
index 6ba03d4ce..7acd19d49 100644
--- a/app/javascript/dashboard/i18n/locale/sv/conversation.json
+++ b/app/javascript/dashboard/i18n/locale/sv/conversation.json
@@ -64,7 +64,14 @@
       "SNOOZED_UNTIL": "Snoozad till",
       "SNOOZED_UNTIL_TOMORROW": "Snoozad till imorgon",
       "SNOOZED_UNTIL_NEXT_WEEK": "Snoozad till nästa vecka",
-      "SNOOZED_UNTIL_NEXT_REPLY": "Snoozad till nästa svar"
+      "SNOOZED_UNTIL_NEXT_REPLY": "Snoozad till nästa svar",
+      "SLA_STATUS": {
+        "FRT": "FRT {status}",
+        "NRT": "NRT {status}",
+        "RT": "RT {status}",
+        "MISSED": "missed",
+        "DUE": "due"
+      }
     },
     "RESOLVE_DROPDOWN": {
       "MARK_PENDING": "Markera som väntande",
diff --git a/app/javascript/dashboard/i18n/locale/sv/general.json b/app/javascript/dashboard/i18n/locale/sv/general.json
new file mode 100644
index 000000000..25bb4dfb7
--- /dev/null
+++ b/app/javascript/dashboard/i18n/locale/sv/general.json
@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}
diff --git a/app/javascript/dashboard/i18n/locale/sv/generalSettings.json b/app/javascript/dashboard/i18n/locale/sv/generalSettings.json
index 9c23f1e13..00fea1a42 100644
--- a/app/javascript/dashboard/i18n/locale/sv/generalSettings.json
+++ b/app/javascript/dashboard/i18n/locale/sv/generalSettings.json
@@ -87,7 +87,10 @@
       "conversation_assignment": "Konversationen tilldelad",
       "assigned_conversation_new_message": "Nytt meddelande",
       "participating_conversation_new_message": "Nytt meddelande",
-      "conversation_mention": "Omnämning"
+      "conversation_mention": "Omnämning",
+      "sla_missed_first_response": "SLA Missed",
+      "sla_missed_next_response": "SLA Missed",
+      "sla_missed_resolution": "SLA Missed"
     }
   },
   "NETWORK": {
diff --git a/app/javascript/dashboard/i18n/locale/sv/inbox.json b/app/javascript/dashboard/i18n/locale/sv/inbox.json
index 425dd9baa..6224db368 100644
--- a/app/javascript/dashboard/i18n/locale/sv/inbox.json
+++ b/app/javascript/dashboard/i18n/locale/sv/inbox.json
@@ -4,24 +4,28 @@
       "TITLE": "Inkorg",
       "DISPLAY_DROPDOWN": "Display",
       "LOADING": "Fetching notifications",
-      "EOF": "Alla aviseringar laddade 🎉",
       "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": "Snoozad till",
       "SNOOZED_UNTIL_TOMORROW": "Snoozad till imorgon",
       "SNOOZED_UNTIL_NEXT_WEEK": "Snoozad till nästa vecka"
     },
     "ACTION_HEADER": {
       "SNOOZE": "Snooze notification",
-      "DELETE": "Delete notification"
+      "DELETE": "Delete notification",
+      "BACK": "Tillbaka"
     },
     "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",
diff --git a/app/javascript/dashboard/i18n/locale/sv/inboxMgmt.json b/app/javascript/dashboard/i18n/locale/sv/inboxMgmt.json
index 6a16de08a..0c3cd16dd 100644
--- a/app/javascript/dashboard/i18n/locale/sv/inboxMgmt.json
+++ b/app/javascript/dashboard/i18n/locale/sv/inboxMgmt.json
@@ -461,7 +461,7 @@
       "COLLABORATORS": "Medarbetare",
       "CONFIGURATION": "Konfiguration",
       "CAMPAIGN": "Kampanjer",
-      "PRE_CHAT_FORM": "Formulär före chatt",
+      "PRE_CHAT_FORM": "Förchattformulär",
       "BUSINESS_HOURS": "Öppettider",
       "WIDGET_BUILDER": "Widget Builder",
       "BOT_CONFIGURATION": "Bot Configuration"
@@ -536,7 +536,7 @@
       "MESSAGE_ERROR": "Ett fel uppstod, vänligen försök igen"
     },
     "PRE_CHAT_FORM": {
-      "DESCRIPTION": "Formulär före chatt gör det möjligt för dig att samla in användarinformation innan de börjar samtala med dig.",
+      "DESCRIPTION": "Förchattformulär gör det möjligt för dig att samla in användarinformation innan de börjar samtala med dig.",
       "SET_FIELDS": "Pre chat form fields",
       "SET_FIELDS_HEADER": {
         "FIELDS": "Fields",
diff --git a/app/javascript/dashboard/i18n/locale/sv/report.json b/app/javascript/dashboard/i18n/locale/sv/report.json
index 16884c806..a937178ae 100644
--- a/app/javascript/dashboard/i18n/locale/sv/report.json
+++ b/app/javascript/dashboard/i18n/locale/sv/report.json
@@ -35,6 +35,14 @@
         "NAME": "Antal lösta",
         "DESC": "( Totalt )"
       },
+      "BOT_RESOLUTION_COUNT": {
+        "NAME": "Antal lösta",
+        "DESC": "( Totalt )"
+      },
+      "BOT_HANDOFF_COUNT": {
+        "NAME": "Handoff Count",
+        "DESC": "( Totalt )"
+      },
       "REPLY_TIME": {
         "NAME": "Customer waiting time",
         "TOOLTIP_TEXT": "Väntetiden är %{metricValue} (baserat på %{conversationCount} svar)"
@@ -130,7 +138,11 @@
         "groupBy": "Month"
       }
     ],
-    "BUSINESS_HOURS": "Öppettider"
+    "BUSINESS_HOURS": "Öppettider",
+    "FILTER_ACTIONS": {
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "Inga resultat hittades"
+    }
   },
   "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": "Inga resultat hittades",
+      "NO_FILTER": "No filters available",
+      "SEARCH": "Search filter",
+      "INPUT_PLACEHOLDER": {
+        "SLA": "SLA name",
+        "AGENTS": "Agent name",
+        "INBOXES": "Inbox name",
+        "LABELS": "Etikettnamn",
+        "TEAMS": "Team name"
+      },
+      "SLA": "SLA Policy",
+      "INBOXES": "Inkorg",
+      "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"
+    }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/sv/settings.json b/app/javascript/dashboard/i18n/locale/sv/settings.json
index 603ea228b..20bcd4b2f 100644
--- a/app/javascript/dashboard/i18n/locale/sv/settings.json
+++ b/app/javascript/dashboard/i18n/locale/sv/settings.json
@@ -83,7 +83,10 @@
         "CONVERSATION_CREATION": "Skicka e-postmeddelanden när en ny konversation skapas",
         "CONVERSATION_MENTION": "Skicka e-postaviseringar när du nämns i en konversation",
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Skicka e-postaviseringar när ett nytt meddelande skapas i en tilldelad konversation",
-        "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": "Dina aviseringsinställningar har uppdaterats",
@@ -98,7 +101,10 @@
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Skicka push-meddelanden när ett nytt meddelande skapas i en tilldelad konversation",
         "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Send push notifications when a new message is created in a participating conversation",
         "HAS_ENABLED_PUSH": "Du har aktiverat push-funktionen för denna webbläsare.",
-        "REQUEST_PUSH": "Aktivera push-meddelanden"
+        "REQUEST_PUSH": "Aktivera push-meddelanden",
+        "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": "Profilbild"
@@ -199,6 +205,7 @@
   "SIDEBAR": {
     "CURRENTLY_VIEWING_ACCOUNT": "Currently viewing:",
     "SWITCH": "Switch",
+    "INBOX_VIEW": "Inbox View",
     "CONVERSATIONS": "Konversationer",
     "INBOX": "Inkorg",
     "ALL_CONVERSATIONS": "All Conversations",
@@ -237,6 +244,8 @@
     "CAMPAIGNS": "Campaigns",
     "ONGOING": "Ongoing",
     "ONE_OFF": "One off",
+    "REPORTS_SLA": "SLA",
+    "REPORTS_BOT": "Bot",
     "REPORTS_AGENT": "Agenter",
     "REPORTS_LABEL": "Etiketter",
     "REPORTS_INBOX": "Inkorg",
diff --git a/app/javascript/dashboard/i18n/locale/sv/sla.json b/app/javascript/dashboard/i18n/locale/sv/sla.json
index d637deaa1..a1c2adc81 100644
--- a/app/javascript/dashboard/i18n/locale/sv/sla.json
+++ b/app/javascript/dashboard/i18n/locale/sv/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": "Det finns inga objekt som matchar denna fråga",
-    "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": [
-        "Namn",
-        "Beskrivning",
-        "FRT",
-        "NRT",
-        "RT",
-        "Öppettider"
-      ]
+      "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": "Ett fel uppstod, vänligen försök igen"
       }
     },
-    "EDIT": {
-      "TITLE": "Edit SLA",
+    "DELETE": {
+      "TITLE": "Delete SLA",
       "API": {
-        "SUCCESS_MESSAGE": "SLA updated successfully",
+        "SUCCESS_MESSAGE": "SLA deleted successfully",
         "ERROR_MESSAGE": "Ett fel uppstod, vänligen försök igen"
+      },
+      "CONFIRM": {
+        "TITLE": "Bekräfta borttagning",
+        "MESSAGE": "Are you sure you want to delete ",
+        "YES": "Ja, ta bort ",
+        "NO": "Nej, behåll "
       }
+    },
+    "EVENTS": {
+      "TITLE": "SLA Misses",
+      "FRT": "Första svarstiden",
+      "NRT": "Next response time",
+      "RT": "Resolution time",
+      "SHOW_MORE": "{count} more",
+      "HIDE": "Hide {count} rows"
     }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/ta/contact.json b/app/javascript/dashboard/i18n/locale/ta/contact.json
index 939aa68d5..ecc4c0a4f 100644
--- a/app/javascript/dashboard/i18n/locale/ta/contact.json
+++ b/app/javascript/dashboard/i18n/locale/ta/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",
diff --git a/app/javascript/dashboard/i18n/locale/ta/contactFilters.json b/app/javascript/dashboard/i18n/locale/ta/contactFilters.json
index 82e98bef3..c9ed72e9b 100644
--- a/app/javascript/dashboard/i18n/locale/ta/contactFilters.json
+++ b/app/javascript/dashboard/i18n/locale/ta/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",
diff --git a/app/javascript/dashboard/i18n/locale/ta/conversation.json b/app/javascript/dashboard/i18n/locale/ta/conversation.json
index 70d33a7ce..064402877 100644
--- a/app/javascript/dashboard/i18n/locale/ta/conversation.json
+++ b/app/javascript/dashboard/i18n/locale/ta/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",
diff --git a/app/javascript/dashboard/i18n/locale/ta/general.json b/app/javascript/dashboard/i18n/locale/ta/general.json
new file mode 100644
index 000000000..25bb4dfb7
--- /dev/null
+++ b/app/javascript/dashboard/i18n/locale/ta/general.json
@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}
diff --git a/app/javascript/dashboard/i18n/locale/ta/generalSettings.json b/app/javascript/dashboard/i18n/locale/ta/generalSettings.json
index 2ccedcb2c..19f3a8e08 100644
--- a/app/javascript/dashboard/i18n/locale/ta/generalSettings.json
+++ b/app/javascript/dashboard/i18n/locale/ta/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": {
diff --git a/app/javascript/dashboard/i18n/locale/ta/inbox.json b/app/javascript/dashboard/i18n/locale/ta/inbox.json
index dcac5459f..137aac54b 100644
--- a/app/javascript/dashboard/i18n/locale/ta/inbox.json
+++ b/app/javascript/dashboard/i18n/locale/ta/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",
diff --git a/app/javascript/dashboard/i18n/locale/ta/report.json b/app/javascript/dashboard/i18n/locale/ta/report.json
index 11dd3c0a2..c6089d791 100644
--- a/app/javascript/dashboard/i18n/locale/ta/report.json
+++ b/app/javascript/dashboard/i18n/locale/ta/report.json
@@ -35,6 +35,14 @@
         "NAME": "தீர்மான எண்ணிக்கை",
         "DESC": "( மொத்தம் )"
       },
+      "BOT_RESOLUTION_COUNT": {
+        "NAME": "தீர்மான எண்ணிக்கை",
+        "DESC": "( மொத்தம் )"
+      },
+      "BOT_HANDOFF_COUNT": {
+        "NAME": "Handoff Count",
+        "DESC": "( மொத்தம் )"
+      },
       "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 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": "ஏஜென்ட்",
+      "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": "ஏஜென்ட்"
+      },
+      "VIEW_DETAILS": "View Details"
+    }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/ta/settings.json b/app/javascript/dashboard/i18n/locale/ta/settings.json
index f8ef418da..f0d0a2b33 100644
--- a/app/javascript/dashboard/i18n/locale/ta/settings.json
+++ b/app/javascript/dashboard/i18n/locale/ta/settings.json
@@ -83,7 +83,10 @@
         "CONVERSATION_CREATION": "புதிய உரையாடல் உருவாக்கப்படும்போது ஈ-மெயிலில் அறிவிப்புகளை அனுப்பவும்",
         "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": "உங்களின் அறிவிப்பு விருப்பத்தேர்வுகள் வெற்றிகரமாக புதுப்பிக்கப்பட்டன",
@@ -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": "இந்த பிரௌசருக்கான புஷ் அறிவிப்புகளை இயக்கியுள்ளீர்கள்.",
-        "REQUEST_PUSH": "புஷ் அறிவிப்புகளை இயக்கு"
+        "REQUEST_PUSH": "புஷ் அறிவிப்புகளை இயக்கு",
+        "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": "சுயவிவர படம்"
@@ -199,6 +205,7 @@
   "SIDEBAR": {
     "CURRENTLY_VIEWING_ACCOUNT": "Currently viewing:",
     "SWITCH": "Switch",
+    "INBOX_VIEW": "Inbox View",
     "CONVERSATIONS": "உரையாடல்கள்",
     "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": "ஏஜென்ட்கள்",
     "REPORTS_LABEL": "Labels",
     "REPORTS_INBOX": "Inbox",
diff --git a/app/javascript/dashboard/i18n/locale/ta/sla.json b/app/javascript/dashboard/i18n/locale/ta/sla.json
index 1d7a13ec5..ef91b7dc5 100644
--- a/app/javascript/dashboard/i18n/locale/ta/sla.json
+++ b/app/javascript/dashboard/i18n/locale/ta/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": "இந்த கேள்விக்கு பொருந்தக்கூடியவை எதுவும் இல்லை",
-    "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": [
-        "பெயர்",
-        "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": "நீக்குதலை உறுதிப்படுத்தவும்",
+        "MESSAGE": "Are you sure you want to delete ",
+        "YES": "ஆம், நீக்கு ",
+        "NO": "இல்லை, வைத்திரு "
       }
+    },
+    "EVENTS": {
+      "TITLE": "SLA Misses",
+      "FRT": "முதல் பதில் வழங்க எடுத்துக்கொண்ட நேரம்",
+      "NRT": "Next response time",
+      "RT": "Resolution time",
+      "SHOW_MORE": "{count} more",
+      "HIDE": "Hide {count} rows"
     }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/th/contact.json b/app/javascript/dashboard/i18n/locale/th/contact.json
index 107370e6a..8fc75bd01 100644
--- a/app/javascript/dashboard/i18n/locale/th/contact.json
+++ b/app/javascript/dashboard/i18n/locale/th/contact.json
@@ -296,6 +296,8 @@
     "BUTTON": "เพิ่มแอตทริบิวต์เเบบกำหนดเอง",
     "NOT_AVAILABLE": "ไม่มีแอตทริบิวต์ที่กำหนดเองสำหรับผู้ติดต่อรายนี้",
     "COPY_SUCCESSFUL": "คัดลอกไปยังคริปบอร์ดเเล้ว",
+    "SHOW_MORE": "Show all attributes",
+    "SHOW_LESS": "Show less attributes",
     "ACTIONS": {
       "COPY": "คัดลอกแอตทริบิวต์",
       "DELETE": "ลบแอตทริบิวต์",
diff --git a/app/javascript/dashboard/i18n/locale/th/contactFilters.json b/app/javascript/dashboard/i18n/locale/th/contactFilters.json
index 422896152..69aa0908a 100644
--- a/app/javascript/dashboard/i18n/locale/th/contactFilters.json
+++ b/app/javascript/dashboard/i18n/locale/th/contactFilters.json
@@ -44,7 +44,8 @@
       "CUSTOM_ATTRIBUTE_CHECKBOX": "ช่องทำเครื่องหมาย",
       "CREATED_AT": "สร้างเมื่อ",
       "LAST_ACTIVITY": "ล่าสุดเมื่อ",
-      "REFERER_LINK": "Referrer link"
+      "REFERER_LINK": "Referrer link",
+      "BLOCKED": "Blocked"
     },
     "GROUPS": {
       "STANDARD_FILTERS": "ตัวกรองมาตรฐาน",
diff --git a/app/javascript/dashboard/i18n/locale/th/conversation.json b/app/javascript/dashboard/i18n/locale/th/conversation.json
index 4cb916ec2..b8d0c53df 100644
--- a/app/javascript/dashboard/i18n/locale/th/conversation.json
+++ b/app/javascript/dashboard/i18n/locale/th/conversation.json
@@ -64,7 +64,14 @@
       "SNOOZED_UNTIL": "Snoozed until",
       "SNOOZED_UNTIL_TOMORROW": "พักการสนทนาจนถึงพรุ่งนี้",
       "SNOOZED_UNTIL_NEXT_WEEK": "พักการสนทนาจนถึงสัปดาห์หน้า",
-      "SNOOZED_UNTIL_NEXT_REPLY": "พักการสนทนาจนกว่าจะมีการตอบกลับถัดไป"
+      "SNOOZED_UNTIL_NEXT_REPLY": "พักการสนทนาจนกว่าจะมีการตอบกลับถัดไป",
+      "SLA_STATUS": {
+        "FRT": "FRT {status}",
+        "NRT": "NRT {status}",
+        "RT": "RT {status}",
+        "MISSED": "missed",
+        "DUE": "due"
+      }
     },
     "RESOLVE_DROPDOWN": {
       "MARK_PENDING": "ทำเครื่องหมายว่าอยู่ระหว่างดำเนินการ",
diff --git a/app/javascript/dashboard/i18n/locale/th/general.json b/app/javascript/dashboard/i18n/locale/th/general.json
new file mode 100644
index 000000000..25bb4dfb7
--- /dev/null
+++ b/app/javascript/dashboard/i18n/locale/th/general.json
@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}
diff --git a/app/javascript/dashboard/i18n/locale/th/generalSettings.json b/app/javascript/dashboard/i18n/locale/th/generalSettings.json
index feb70fe3c..1aacf4b55 100644
--- a/app/javascript/dashboard/i18n/locale/th/generalSettings.json
+++ b/app/javascript/dashboard/i18n/locale/th/generalSettings.json
@@ -87,7 +87,10 @@
       "conversation_assignment": "การสนทนาที่ถูกมอบหมาย",
       "assigned_conversation_new_message": "ข้อความใหม่",
       "participating_conversation_new_message": "ข้อความใหม่",
-      "conversation_mention": "กล่าวถึง"
+      "conversation_mention": "กล่าวถึง",
+      "sla_missed_first_response": "SLA Missed",
+      "sla_missed_next_response": "SLA Missed",
+      "sla_missed_resolution": "SLA Missed"
     }
   },
   "NETWORK": {
diff --git a/app/javascript/dashboard/i18n/locale/th/inbox.json b/app/javascript/dashboard/i18n/locale/th/inbox.json
index 4447ddef5..053ba2bb9 100644
--- a/app/javascript/dashboard/i18n/locale/th/inbox.json
+++ b/app/javascript/dashboard/i18n/locale/th/inbox.json
@@ -4,24 +4,28 @@
       "TITLE": "กล่องข้อความ",
       "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": "พักการสนทนาจนถึงพรุ่งนี้",
       "SNOOZED_UNTIL_NEXT_WEEK": "พักการสนทนาจนถึงสัปดาห์หน้า"
     },
     "ACTION_HEADER": {
       "SNOOZE": "Snooze notification",
-      "DELETE": "Delete notification"
+      "DELETE": "Delete notification",
+      "BACK": "ย้อนกลับ"
     },
     "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",
diff --git a/app/javascript/dashboard/i18n/locale/th/report.json b/app/javascript/dashboard/i18n/locale/th/report.json
index 7501fb11f..33decb414 100644
--- a/app/javascript/dashboard/i18n/locale/th/report.json
+++ b/app/javascript/dashboard/i18n/locale/th/report.json
@@ -35,6 +35,14 @@
         "NAME": "จำนวนความละเอียด",
         "DESC": "( ทั้งหมด )"
       },
+      "BOT_RESOLUTION_COUNT": {
+        "NAME": "จำนวนความละเอียด",
+        "DESC": "( ทั้งหมด )"
+      },
+      "BOT_HANDOFF_COUNT": {
+        "NAME": "Handoff Count",
+        "DESC": "( ทั้งหมด )"
+      },
       "REPLY_TIME": {
         "NAME": "Customer waiting time",
         "TOOLTIP_TEXT": "Waiting time is %{metricValue} (based on %{conversationCount} replies)"
@@ -130,7 +138,11 @@
         "groupBy": "เดือน"
       }
     ],
-    "BUSINESS_HOURS": "เวลาทำการ"
+    "BUSINESS_HOURS": "เวลาทำการ",
+    "FILTER_ACTIONS": {
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "No results found"
+    }
   },
   "AGENT_REPORTS": {
     "HEADER": "ภาพรวมพนักงาน",
@@ -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": "ภาพรวม",
     "LIVE": "ขณะนี้",
@@ -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": "ชื่อป้ายกำกับ",
+        "TEAMS": "ชื่อทีม"
+      },
+      "SLA": "SLA Policy",
+      "INBOXES": "กล่องข้อความ",
+      "AGENTS": "พนักงาน",
+      "LABELS": "ป้ายกำกับ",
+      "TEAMS": "ทีม"
+    },
+    "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": "การสนทนา",
+        "AGENT": "พนักงาน"
+      },
+      "VIEW_DETAILS": "View Details"
+    }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/th/settings.json b/app/javascript/dashboard/i18n/locale/th/settings.json
index 6028abd11..a6a6a4c0b 100644
--- a/app/javascript/dashboard/i18n/locale/th/settings.json
+++ b/app/javascript/dashboard/i18n/locale/th/settings.json
@@ -83,7 +83,10 @@
         "CONVERSATION_CREATION": "ส่งอีเมลแจ้งเตือนเมื่อมีการสร้างบทสนทนาใหม่",
         "CONVERSATION_MENTION": "ส่งอีเมลแจ้งเตือนเมื่อฉันถูกกล่าวถึงในการสนทนา",
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "ส่งอีเมลแจ้งเตือนเมื่อมีข้อความใหม่ในการสนทนาที่ฉันได้รับมอบหมาย",
-        "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": "ปรับแต่งการแจ้งเตือนสำเร็จแล้ว",
@@ -98,7 +101,10 @@
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "ส่งการแจ้งเตือนแบบพุชเมื่อมีข้อความใหม่ในการสนทนาที่ฉันได้รับมอบหมาย",
         "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Send push notifications when a new message is created in a participating conversation",
         "HAS_ENABLED_PUSH": "คุณได้เปิดการแจ้งเตือนแบบพุชสำหรับเบราว์เซอร์นี้",
-        "REQUEST_PUSH": "เปิดการแจ้งเตือนแบบพุช"
+        "REQUEST_PUSH": "เปิดการแจ้งเตือนแบบพุช",
+        "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": "รูปโปรไฟล์"
@@ -199,6 +205,7 @@
   "SIDEBAR": {
     "CURRENTLY_VIEWING_ACCOUNT": "กำลังดูอยู่:",
     "SWITCH": "Switch",
+    "INBOX_VIEW": "Inbox View",
     "CONVERSATIONS": "การสนทนา",
     "INBOX": "กล่องข้อความ",
     "ALL_CONVERSATIONS": "การสนทนาทั้งหมด",
@@ -237,6 +244,8 @@
     "CAMPAIGNS": "แคมเปญ",
     "ONGOING": "ต่อเนื่อง",
     "ONE_OFF": "ครั้งเดียว",
+    "REPORTS_SLA": "SLA",
+    "REPORTS_BOT": "บอท",
     "REPORTS_AGENT": "พนักงาน",
     "REPORTS_LABEL": "ป้ายกำกับ",
     "REPORTS_INBOX": "กล่องข้อความ",
diff --git a/app/javascript/dashboard/i18n/locale/th/sla.json b/app/javascript/dashboard/i18n/locale/th/sla.json
index 54bddd0b2..3faca41c1 100644
--- a/app/javascript/dashboard/i18n/locale/th/sla.json
+++ b/app/javascript/dashboard/i18n/locale/th/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": "ไม่มีรายการที่ตรงกับเนื้อหานี้",
-    "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": [
-        "ชื่อ",
-        "คำอธิบาย",
-        "FRT",
-        "NRT",
-        "RT",
-        "เวลาทำการ"
-      ]
+      "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": "เกิดข้อผิดพลาดกรุณาลองใหม่อีกครั้ง"
       }
     },
-    "EDIT": {
-      "TITLE": "Edit SLA",
+    "DELETE": {
+      "TITLE": "Delete SLA",
       "API": {
-        "SUCCESS_MESSAGE": "SLA updated successfully",
+        "SUCCESS_MESSAGE": "SLA deleted successfully",
         "ERROR_MESSAGE": "เกิดข้อผิดพลาดกรุณาลองใหม่อีกครั้ง"
+      },
+      "CONFIRM": {
+        "TITLE": "ยืนยันการลบ",
+        "MESSAGE": "Are you sure you want to delete ",
+        "YES": "เอาเลย ",
+        "NO": "ไม่อะเก็บไว้ "
       }
+    },
+    "EVENTS": {
+      "TITLE": "SLA Misses",
+      "FRT": "First response time",
+      "NRT": "Next response time",
+      "RT": "Resolution time",
+      "SHOW_MORE": "{count} more",
+      "HIDE": "Hide {count} rows"
     }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/tr/contact.json b/app/javascript/dashboard/i18n/locale/tr/contact.json
index ca71fbde0..05d4fb071 100644
--- a/app/javascript/dashboard/i18n/locale/tr/contact.json
+++ b/app/javascript/dashboard/i18n/locale/tr/contact.json
@@ -296,6 +296,8 @@
     "BUTTON": "Belirli bir özellik ekle",
     "NOT_AVAILABLE": "Bu kişi için belirlenmiş bir özellik yok.",
     "COPY_SUCCESSFUL": "Panoya başarıyla kopyalandı",
+    "SHOW_MORE": "Show all attributes",
+    "SHOW_LESS": "Show less attributes",
     "ACTIONS": {
       "COPY": "Özellik kopyala",
       "DELETE": "Özellik sil",
diff --git a/app/javascript/dashboard/i18n/locale/tr/contactFilters.json b/app/javascript/dashboard/i18n/locale/tr/contactFilters.json
index 0eb30a696..11207b6cc 100644
--- a/app/javascript/dashboard/i18n/locale/tr/contactFilters.json
+++ b/app/javascript/dashboard/i18n/locale/tr/contactFilters.json
@@ -44,7 +44,8 @@
       "CUSTOM_ATTRIBUTE_CHECKBOX": "Onay Kutusu",
       "CREATED_AT": "Oluşturma",
       "LAST_ACTIVITY": "Son aktivite",
-      "REFERER_LINK": "Yönlendiren bağlantısı"
+      "REFERER_LINK": "Yönlendiren bağlantısı",
+      "BLOCKED": "Blocked"
     },
     "GROUPS": {
       "STANDARD_FILTERS": "Standart Filtreler",
diff --git a/app/javascript/dashboard/i18n/locale/tr/conversation.json b/app/javascript/dashboard/i18n/locale/tr/conversation.json
index 2faf2852d..8530a2011 100644
--- a/app/javascript/dashboard/i18n/locale/tr/conversation.json
+++ b/app/javascript/dashboard/i18n/locale/tr/conversation.json
@@ -64,7 +64,14 @@
       "SNOOZED_UNTIL": "Susturulacak kadar ertelendi",
       "SNOOZED_UNTIL_TOMORROW": "yarına ertelendi",
       "SNOOZED_UNTIL_NEXT_WEEK": "Önümüzdeki haftaya ertelendi",
-      "SNOOZED_UNTIL_NEXT_REPLY": "Bir sonraki yanıta kadar ertelendi"
+      "SNOOZED_UNTIL_NEXT_REPLY": "Bir sonraki yanıta kadar ertelendi",
+      "SLA_STATUS": {
+        "FRT": "FRT {status}",
+        "NRT": "NRT {status}",
+        "RT": "RT {status}",
+        "MISSED": "missed",
+        "DUE": "due"
+      }
     },
     "RESOLVE_DROPDOWN": {
       "MARK_PENDING": "Beklemede olarak işaretle",
diff --git a/app/javascript/dashboard/i18n/locale/tr/general.json b/app/javascript/dashboard/i18n/locale/tr/general.json
new file mode 100644
index 000000000..25bb4dfb7
--- /dev/null
+++ b/app/javascript/dashboard/i18n/locale/tr/general.json
@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}
diff --git a/app/javascript/dashboard/i18n/locale/tr/generalSettings.json b/app/javascript/dashboard/i18n/locale/tr/generalSettings.json
index 43daead87..79b3b909e 100644
--- a/app/javascript/dashboard/i18n/locale/tr/generalSettings.json
+++ b/app/javascript/dashboard/i18n/locale/tr/generalSettings.json
@@ -87,7 +87,10 @@
       "conversation_assignment": "Atanan Görüşme",
       "assigned_conversation_new_message": "Yeni Mesaj",
       "participating_conversation_new_message": "Yeni Mesaj",
-      "conversation_mention": "Bahset"
+      "conversation_mention": "Bahset",
+      "sla_missed_first_response": "SLA Missed",
+      "sla_missed_next_response": "SLA Missed",
+      "sla_missed_resolution": "SLA Missed"
     }
   },
   "NETWORK": {
diff --git a/app/javascript/dashboard/i18n/locale/tr/inbox.json b/app/javascript/dashboard/i18n/locale/tr/inbox.json
index 2cae19c0e..9d0a82771 100644
--- a/app/javascript/dashboard/i18n/locale/tr/inbox.json
+++ b/app/javascript/dashboard/i18n/locale/tr/inbox.json
@@ -4,24 +4,28 @@
       "TITLE": "Gelen Kutusu",
       "DISPLAY_DROPDOWN": "Görüntüle",
       "LOADING": "Bildirimler yükleniyor",
-      "EOF": "Tüm bildirimler yüklendi 🎉",
       "404": "Bu grupta aktif görüşme yok.",
       "NO_NOTIFICATIONS": "Bildirim yok",
       "NOTE": "Abone olunan tüm gelen kutularından bildirimler",
+      "NO_MESSAGES_AVAILABLE": "Oops! Not able to fetch messages",
       "SNOOZED_UNTIL": "Susturulacak kadar ertelendi",
       "SNOOZED_UNTIL_TOMORROW": "yarına ertelendi",
       "SNOOZED_UNTIL_NEXT_WEEK": "Önümüzdeki haftaya ertelendi"
     },
     "ACTION_HEADER": {
       "SNOOZE": "Sessiz bildirim",
-      "DELETE": "Bildirimi Sil"
+      "DELETE": "Bildirimi Sil",
+      "BACK": "Geri"
     },
     "TYPES": {
       "CONVERSATION_MENTION": "Bir konuşmada senden bahsedildi",
       "CONVERSATION_CREATION": "Yeni bir görüşme oluşturuldu",
       "CONVERSATION_ASSIGNMENT": "Size bir görüşme atandı",
       "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Atandığınız görüşmeden bir yeni mesaj",
-      "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Katıldığınız sohbetteki yeni mesaj"
+      "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Katıldığınız sohbetteki yeni mesaj",
+      "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": "Okundu olarak işaretle",
diff --git a/app/javascript/dashboard/i18n/locale/tr/report.json b/app/javascript/dashboard/i18n/locale/tr/report.json
index efaa63605..f4683fa2a 100644
--- a/app/javascript/dashboard/i18n/locale/tr/report.json
+++ b/app/javascript/dashboard/i18n/locale/tr/report.json
@@ -35,6 +35,14 @@
         "NAME": "Çözünürlük Sayısı",
         "DESC": "( Toplam )"
       },
+      "BOT_RESOLUTION_COUNT": {
+        "NAME": "Çözüm Sayısı",
+        "DESC": "( Toplam )"
+      },
+      "BOT_HANDOFF_COUNT": {
+        "NAME": "Handoff Count",
+        "DESC": "( Toplam )"
+      },
       "REPLY_TIME": {
         "NAME": "Müşteri Bekleme Süresi",
         "TOOLTIP_TEXT": "Waiting time is %{metricValue} (based on %{conversationCount} replies)"
@@ -130,7 +138,11 @@
         "groupBy": "Ay"
       }
     ],
-    "BUSINESS_HOURS": "İş Saatleri"
+    "BUSINESS_HOURS": "İş Saatleri",
+    "FILTER_ACTIONS": {
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "Kayıt bulunamadı"
+    }
   },
   "AGENT_REPORTS": {
     "HEADER": "Temsilci Genel Bakış",
@@ -433,6 +445,27 @@
       }
     }
   },
+  "BOT_REPORTS": {
+    "HEADER": "Bot Reports",
+    "METRIC": {
+      "TOTAL_CONVERSATIONS": {
+        "LABEL": "Konuşma sayısı",
+        "TOOLTIP": "Total number of conversations handled by the bot"
+      },
+      "TOTAL_RESPONSES": {
+        "LABEL": "Toplam yanıt",
+        "TOOLTIP": "Bot tarafından gönderilen toplam yanıt sayısı"
+      },
+      "RESOLUTION_RATE": {
+        "LABEL": "Çözüm Oranı",
+        "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": "Genel Bakış",
     "LIVE": "Canlı",
@@ -476,5 +509,54 @@
     "THURSDAY": "Perşembe",
     "FRIDAY": "Cuma",
     "SATURDAY": "Cumartesi"
+  },
+  "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": "Filtre Ekle",
+      "CLEAR_ALL": "Clear all",
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "Kayıt bulunamadı",
+      "NO_FILTER": "No filters available",
+      "SEARCH": "Search filter",
+      "INPUT_PLACEHOLDER": {
+        "SLA": "SLA name",
+        "AGENTS": "Temsilci adı",
+        "INBOXES": "Inbox adı",
+        "LABELS": "Etiket adı",
+        "TEAMS": "Ekip İsmi"
+      },
+      "SLA": "SLA Policy",
+      "INBOXES": "Gelen Kutusu",
+      "AGENTS": "Kullanıcı",
+      "LABELS": "Etiket",
+      "TEAMS": "Ekip"
+    },
+    "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": "Sohbet",
+        "AGENT": "Kullanıcı"
+      },
+      "VIEW_DETAILS": "View Details"
+    }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/tr/settings.json b/app/javascript/dashboard/i18n/locale/tr/settings.json
index 9d1fe9804..62780e920 100644
--- a/app/javascript/dashboard/i18n/locale/tr/settings.json
+++ b/app/javascript/dashboard/i18n/locale/tr/settings.json
@@ -83,7 +83,10 @@
         "CONVERSATION_CREATION": "Yeni bir konuşma oluşturulduğunda e-posta bildirimleri gönder",
         "CONVERSATION_MENTION": "Bir konuşmada adım geçtiğinde e-posta bildirimleri gönder",
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Atanmış bir konuşmada yeni bir mesaj oluşturulduğunda e-posta bildirimleri gönder",
-        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Katıldığım bir konuşmada yeni bir mesaj oluşturulduğunda e-posta bildirimleri gönder"
+        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Katıldığım bir konuşmada yeni bir mesaj oluşturulduğunda e-posta bildirimleri gönder",
+        "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": "Bildirim tercihleriniz başarıyla güncellendi",
@@ -98,7 +101,10 @@
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Atanmış bir konuşmada yeni bir mesaj oluşturulduğunda anlık bildirimler gönderin",
         "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Katıldığım bir konuşmada yeni bir mesaj oluşturulduğunda anlık bildirimler gönderin",
         "HAS_ENABLED_PUSH": "Bu tarayıcı için bildirim özelliğini etkinleştirdiniz.",
-        "REQUEST_PUSH": "Bildirimlerini etkinleştirin"
+        "REQUEST_PUSH": "Bildirimlerini etkinleştirin",
+        "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 Resmi"
@@ -199,6 +205,7 @@
   "SIDEBAR": {
     "CURRENTLY_VIEWING_ACCOUNT": "Şu an görüntülüyor:",
     "SWITCH": "Değiştir",
+    "INBOX_VIEW": "Inbox View",
     "CONVERSATIONS": "Konuşmalar",
     "INBOX": "Gelen Kutusu",
     "ALL_CONVERSATIONS": "Tüm Görüşmeler",
@@ -237,6 +244,8 @@
     "CAMPAIGNS": "Kampanyalar",
     "ONGOING": "Devam Eden",
     "ONE_OFF": "Tek Seferlik",
+    "REPORTS_SLA": "SLA",
+    "REPORTS_BOT": "Bot",
     "REPORTS_AGENT": "Kullanıcılar",
     "REPORTS_LABEL": "Etiketler",
     "REPORTS_INBOX": "Gelen kutusu",
diff --git a/app/javascript/dashboard/i18n/locale/tr/sla.json b/app/javascript/dashboard/i18n/locale/tr/sla.json
index 230ade078..6dbc60b7c 100644
--- a/app/javascript/dashboard/i18n/locale/tr/sla.json
+++ b/app/javascript/dashboard/i18n/locale/tr/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": "Bu sorgu ile eşleşen öğe yok",
-    "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": [
-        "İsim",
-        "Açıklama",
-        "FRT",
-        "NRT",
-        "RT",
-        "İş Saatleri"
-      ]
+      "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": "Bir hata oluştu, lütfen tekrar deneyin"
       }
     },
-    "EDIT": {
-      "TITLE": "Edit SLA",
+    "DELETE": {
+      "TITLE": "Delete SLA",
       "API": {
-        "SUCCESS_MESSAGE": "SLA updated successfully",
+        "SUCCESS_MESSAGE": "SLA deleted successfully",
         "ERROR_MESSAGE": "Bir hata oluştu, lütfen tekrar deneyin"
+      },
+      "CONFIRM": {
+        "TITLE": "Silmeyi onayla",
+        "MESSAGE": "Are you sure you want to delete ",
+        "YES": "Evet, Sil ",
+        "NO": "Hayır, Tut"
       }
+    },
+    "EVENTS": {
+      "TITLE": "SLA Misses",
+      "FRT": "İlk yanıt süresi",
+      "NRT": "Next response time",
+      "RT": "Resolution time",
+      "SHOW_MORE": "{count} more",
+      "HIDE": "Hide {count} rows"
     }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/uk/contact.json b/app/javascript/dashboard/i18n/locale/uk/contact.json
index 50866de8d..9986c4722 100644
--- a/app/javascript/dashboard/i18n/locale/uk/contact.json
+++ b/app/javascript/dashboard/i18n/locale/uk/contact.json
@@ -296,6 +296,8 @@
     "BUTTON": "Додати користувацький атрибут",
     "NOT_AVAILABLE": "Немає ніяких користувацьких атрибутів для цього контакту.",
     "COPY_SUCCESSFUL": "Скопійовано до буферу обміну",
+    "SHOW_MORE": "Show all attributes",
+    "SHOW_LESS": "Show less attributes",
     "ACTIONS": {
       "COPY": "Копіювати атрибут",
       "DELETE": "Видалити атрибут",
diff --git a/app/javascript/dashboard/i18n/locale/uk/contactFilters.json b/app/javascript/dashboard/i18n/locale/uk/contactFilters.json
index f249785e7..052e45fc8 100644
--- a/app/javascript/dashboard/i18n/locale/uk/contactFilters.json
+++ b/app/javascript/dashboard/i18n/locale/uk/contactFilters.json
@@ -44,7 +44,8 @@
       "CUSTOM_ATTRIBUTE_CHECKBOX": "Прапорець",
       "CREATED_AT": "Створений в",
       "LAST_ACTIVITY": "Остання активність",
-      "REFERER_LINK": "Реферальне посилання"
+      "REFERER_LINK": "Реферальне посилання",
+      "BLOCKED": "Blocked"
     },
     "GROUPS": {
       "STANDARD_FILTERS": "Стандартні фільтри",
diff --git a/app/javascript/dashboard/i18n/locale/uk/conversation.json b/app/javascript/dashboard/i18n/locale/uk/conversation.json
index 0cb984a02..ab7063620 100644
--- a/app/javascript/dashboard/i18n/locale/uk/conversation.json
+++ b/app/javascript/dashboard/i18n/locale/uk/conversation.json
@@ -64,7 +64,14 @@
       "SNOOZED_UNTIL": "Відкладено до",
       "SNOOZED_UNTIL_TOMORROW": "Відкладено до завтра",
       "SNOOZED_UNTIL_NEXT_WEEK": "Відкладено до наступного тижня",
-      "SNOOZED_UNTIL_NEXT_REPLY": "Відкладено до наступної відповіді"
+      "SNOOZED_UNTIL_NEXT_REPLY": "Відкладено до наступної відповіді",
+      "SLA_STATUS": {
+        "FRT": "FRT {status}",
+        "NRT": "NRT {status}",
+        "RT": "RT {status}",
+        "MISSED": "missed",
+        "DUE": "due"
+      }
     },
     "RESOLVE_DROPDOWN": {
       "MARK_PENDING": "Позначити як \"В очікуванні\"",
diff --git a/app/javascript/dashboard/i18n/locale/uk/general.json b/app/javascript/dashboard/i18n/locale/uk/general.json
new file mode 100644
index 000000000..25bb4dfb7
--- /dev/null
+++ b/app/javascript/dashboard/i18n/locale/uk/general.json
@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}
diff --git a/app/javascript/dashboard/i18n/locale/uk/generalSettings.json b/app/javascript/dashboard/i18n/locale/uk/generalSettings.json
index bf100970f..cb9bc0988 100644
--- a/app/javascript/dashboard/i18n/locale/uk/generalSettings.json
+++ b/app/javascript/dashboard/i18n/locale/uk/generalSettings.json
@@ -87,7 +87,10 @@
       "conversation_assignment": "Діалог призначений",
       "assigned_conversation_new_message": "Нове повідомлення",
       "participating_conversation_new_message": "Нове повідомлення",
-      "conversation_mention": "Відмітка"
+      "conversation_mention": "Відмітка",
+      "sla_missed_first_response": "SLA Missed",
+      "sla_missed_next_response": "SLA Missed",
+      "sla_missed_resolution": "SLA Missed"
     }
   },
   "NETWORK": {
diff --git a/app/javascript/dashboard/i18n/locale/uk/inbox.json b/app/javascript/dashboard/i18n/locale/uk/inbox.json
index fcf9cc43b..2a4d6f982 100644
--- a/app/javascript/dashboard/i18n/locale/uk/inbox.json
+++ b/app/javascript/dashboard/i18n/locale/uk/inbox.json
@@ -4,24 +4,28 @@
       "TITLE": "Вхідні",
       "DISPLAY_DROPDOWN": "Відобразити",
       "LOADING": "Завантаження сповіщень",
-      "EOF": "Всі сповіщення завантажено 🎉",
       "404": "Немає активних сповіщень у цій групі.",
       "NO_NOTIFICATIONS": "Немає сповіщень",
       "NOTE": "Сповіщення від усіх підписок на вхідні повідомлення",
+      "NO_MESSAGES_AVAILABLE": "Oops! Not able to fetch messages",
       "SNOOZED_UNTIL": "Відкладено до",
       "SNOOZED_UNTIL_TOMORROW": "Відкладено до завтра",
       "SNOOZED_UNTIL_NEXT_WEEK": "Відкладено до наступного тижня"
     },
     "ACTION_HEADER": {
       "SNOOZE": "Відключити сповіщення",
-      "DELETE": "Видалити сповіщення"
+      "DELETE": "Видалити сповіщення",
+      "BACK": "Назад"
     },
     "TYPES": {
       "CONVERSATION_MENTION": "Ви були згадані в розмові",
       "CONVERSATION_CREATION": "Діалог створено",
       "CONVERSATION_ASSIGNMENT": "Розмова була призначена для вас",
       "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Нове повідомлення в призначеній розмові",
-      "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Нове повідомлення в розмові, яке ви берете участь в"
+      "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Нове повідомлення в розмові, яке ви берете участь в",
+      "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": "Позначити як прочитане",
diff --git a/app/javascript/dashboard/i18n/locale/uk/report.json b/app/javascript/dashboard/i18n/locale/uk/report.json
index fe8a1bda3..e7ea99af7 100644
--- a/app/javascript/dashboard/i18n/locale/uk/report.json
+++ b/app/javascript/dashboard/i18n/locale/uk/report.json
@@ -35,6 +35,14 @@
         "NAME": "Кількість вирішень",
         "DESC": "(Загалом)"
       },
+      "BOT_RESOLUTION_COUNT": {
+        "NAME": "Кількість вирішень",
+        "DESC": "(Загалом)"
+      },
+      "BOT_HANDOFF_COUNT": {
+        "NAME": "Handoff Count",
+        "DESC": "(Загалом)"
+      },
       "REPLY_TIME": {
         "NAME": "Customer waiting time",
         "TOOLTIP_TEXT": "Waiting time is %{metricValue} (based on %{conversationCount} replies)"
@@ -130,7 +138,11 @@
         "groupBy": "Місяць"
       }
     ],
-    "BUSINESS_HOURS": "Робочий час"
+    "BUSINESS_HOURS": "Робочий час",
+    "FILTER_ACTIONS": {
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "Результатів не знайдено"
+    }
   },
   "AGENT_REPORTS": {
     "HEADER": "Огляд Агентів",
@@ -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": "Огляд",
     "LIVE": "Онлайн",
@@ -476,5 +509,54 @@
     "THURSDAY": "Четвер",
     "FRIDAY": "П'ятниця",
     "SATURDAY": "Субота"
+  },
+  "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": "Результатів не знайдено",
+      "NO_FILTER": "No filters available",
+      "SEARCH": "Search filter",
+      "INPUT_PLACEHOLDER": {
+        "SLA": "SLA name",
+        "AGENTS": "Ім'я агента",
+        "INBOXES": "Назва Джерела",
+        "LABELS": "Назва мітки",
+        "TEAMS": "Назва команди"
+      },
+      "SLA": "SLA Policy",
+      "INBOXES": "Вхідні",
+      "AGENTS": "Агент",
+      "LABELS": "Мітка",
+      "TEAMS": "Команда"
+    },
+    "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": "Діалог",
+        "AGENT": "Агент"
+      },
+      "VIEW_DETAILS": "View Details"
+    }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/uk/settings.json b/app/javascript/dashboard/i18n/locale/uk/settings.json
index a287ddf69..631bcbede 100644
--- a/app/javascript/dashboard/i18n/locale/uk/settings.json
+++ b/app/javascript/dashboard/i18n/locale/uk/settings.json
@@ -83,7 +83,10 @@
         "CONVERSATION_CREATION": "Надсилати сповіщення при створенні нової бесіди",
         "CONVERSATION_MENTION": "Надсилати сповіщення електронною поштою, коли вас згадують в розмові",
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Надсилати сповіщення при створенні нового повідомлення у призначеній розмові",
-        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Надсилати поштові листи, коли нове повідомлення створюється в призначеній розмові"
+        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Надсилати поштові листи, коли нове повідомлення створюється в призначеній розмові",
+        "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": "Налаштування сповіщень для вашого акаунту оновлено успішно",
@@ -98,7 +101,10 @@
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Надсилати push-повідомлення, коли нове повідомлення створюється в призначеній розмові",
         "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Надсилати push-повідомлення, коли нове повідомлення створюється в призначеній розмові",
         "HAS_ENABLED_PUSH": "Ви увімкнули push для цього браузера.",
-        "REQUEST_PUSH": "Увімкнути push-сповіщення"
+        "REQUEST_PUSH": "Увімкнути push-сповіщення",
+        "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": "Зображення облікового запису"
@@ -199,6 +205,7 @@
   "SIDEBAR": {
     "CURRENTLY_VIEWING_ACCOUNT": "Зараз переглядається:",
     "SWITCH": "Перемкнути",
+    "INBOX_VIEW": "Inbox View",
     "CONVERSATIONS": "Бесіди",
     "INBOX": "Вхідні",
     "ALL_CONVERSATIONS": "Всі розмови",
@@ -237,6 +244,8 @@
     "CAMPAIGNS": "Розсилки",
     "ONGOING": "У процесі",
     "ONE_OFF": "Один з",
+    "REPORTS_SLA": "SLA",
+    "REPORTS_BOT": "Бот",
     "REPORTS_AGENT": "Агенти",
     "REPORTS_LABEL": "Мітки",
     "REPORTS_INBOX": "Канал",
diff --git a/app/javascript/dashboard/i18n/locale/uk/sla.json b/app/javascript/dashboard/i18n/locale/uk/sla.json
index 7eafa0c54..a00a672f2 100644
--- a/app/javascript/dashboard/i18n/locale/uk/sla.json
+++ b/app/javascript/dashboard/i18n/locale/uk/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": "Немає елементів, що відповідають запиту",
-    "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": [
-        "Ім'я",
-        "Опис",
-        "FRT",
-        "NRT",
-        "RT",
-        "Робочий час"
-      ]
+      "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": "Сталася помилка, будь ласка, спробуйте ще раз"
       }
     },
-    "EDIT": {
-      "TITLE": "Edit SLA",
+    "DELETE": {
+      "TITLE": "Delete SLA",
       "API": {
-        "SUCCESS_MESSAGE": "SLA updated successfully",
+        "SUCCESS_MESSAGE": "SLA deleted successfully",
         "ERROR_MESSAGE": "Сталася помилка, будь ласка, спробуйте ще раз"
+      },
+      "CONFIRM": {
+        "TITLE": "Підтвердження видалення",
+        "MESSAGE": "Are you sure you want to delete ",
+        "YES": "Так, видалити ",
+        "NO": "Ні, залишити "
       }
+    },
+    "EVENTS": {
+      "TITLE": "SLA Misses",
+      "FRT": "Час першої відповіді",
+      "NRT": "Next response time",
+      "RT": "Resolution time",
+      "SHOW_MORE": "{count} more",
+      "HIDE": "Hide {count} rows"
     }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/ur/contact.json b/app/javascript/dashboard/i18n/locale/ur/contact.json
index 7f59c47e2..a5167b448 100644
--- a/app/javascript/dashboard/i18n/locale/ur/contact.json
+++ b/app/javascript/dashboard/i18n/locale/ur/contact.json
@@ -296,6 +296,8 @@
     "BUTTON": "حسب ضرورت صفات شامل کریں۔",
     "NOT_AVAILABLE": "اس رابطے کے لیے کوئی حسب ضرورت صفات دستیاب نہیں ہیں۔.",
     "COPY_SUCCESSFUL": "کامیابی کے ساتھ کلپ بورڈ پر کاپی ہو گیا۔",
+    "SHOW_MORE": "Show all attributes",
+    "SHOW_LESS": "Show less attributes",
     "ACTIONS": {
       "COPY": "صفات کاپی کریں۔",
       "DELETE": "صفات کو حذف کریں۔",
diff --git a/app/javascript/dashboard/i18n/locale/ur/contactFilters.json b/app/javascript/dashboard/i18n/locale/ur/contactFilters.json
index 7e0f8d1d3..99c10112b 100644
--- a/app/javascript/dashboard/i18n/locale/ur/contactFilters.json
+++ b/app/javascript/dashboard/i18n/locale/ur/contactFilters.json
@@ -44,7 +44,8 @@
       "CUSTOM_ATTRIBUTE_CHECKBOX": "Checkbox",
       "CREATED_AT": "Created At",
       "LAST_ACTIVITY": "آخری سرگرمی",
-      "REFERER_LINK": "Referrer link"
+      "REFERER_LINK": "Referrer link",
+      "BLOCKED": "Blocked"
     },
     "GROUPS": {
       "STANDARD_FILTERS": "Standard Filters",
diff --git a/app/javascript/dashboard/i18n/locale/ur/conversation.json b/app/javascript/dashboard/i18n/locale/ur/conversation.json
index 45dac44c7..090a997b2 100644
--- a/app/javascript/dashboard/i18n/locale/ur/conversation.json
+++ b/app/javascript/dashboard/i18n/locale/ur/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",
diff --git a/app/javascript/dashboard/i18n/locale/ur/general.json b/app/javascript/dashboard/i18n/locale/ur/general.json
new file mode 100644
index 000000000..25bb4dfb7
--- /dev/null
+++ b/app/javascript/dashboard/i18n/locale/ur/general.json
@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}
diff --git a/app/javascript/dashboard/i18n/locale/ur/generalSettings.json b/app/javascript/dashboard/i18n/locale/ur/generalSettings.json
index ee64e08ec..eba8713ca 100644
--- a/app/javascript/dashboard/i18n/locale/ur/generalSettings.json
+++ b/app/javascript/dashboard/i18n/locale/ur/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": {
diff --git a/app/javascript/dashboard/i18n/locale/ur/inbox.json b/app/javascript/dashboard/i18n/locale/ur/inbox.json
index 2331f6e01..91a5586c9 100644
--- a/app/javascript/dashboard/i18n/locale/ur/inbox.json
+++ b/app/javascript/dashboard/i18n/locale/ur/inbox.json
@@ -4,24 +4,28 @@
       "TITLE": "ان باکس",
       "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",
diff --git a/app/javascript/dashboard/i18n/locale/ur/report.json b/app/javascript/dashboard/i18n/locale/ur/report.json
index b5e130dc1..942cc6790 100644
--- a/app/javascript/dashboard/i18n/locale/ur/report.json
+++ b/app/javascript/dashboard/i18n/locale/ur/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": "کوئی نتیجہ نہیں"
+    }
   },
   "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": "کوئی نتیجہ نہیں",
+      "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": "ان باکس",
+      "AGENTS": "ایجنٹ",
+      "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": "ایجنٹ"
+      },
+      "VIEW_DETAILS": "View Details"
+    }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/ur/settings.json b/app/javascript/dashboard/i18n/locale/ur/settings.json
index e80b1bc36..fe2790bfd 100644
--- a/app/javascript/dashboard/i18n/locale/ur/settings.json
+++ b/app/javascript/dashboard/i18n/locale/ur/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": "مکالمات",
     "INBOX": "ان باکس",
     "ALL_CONVERSATIONS": "All Conversations",
@@ -237,6 +244,8 @@
     "CAMPAIGNS": "Campaigns",
     "ONGOING": "Ongoing",
     "ONE_OFF": "One off",
+    "REPORTS_SLA": "SLA",
+    "REPORTS_BOT": "Bot",
     "REPORTS_AGENT": "ایجنٹ",
     "REPORTS_LABEL": "Labels",
     "REPORTS_INBOX": "ان باکس",
diff --git a/app/javascript/dashboard/i18n/locale/ur/sla.json b/app/javascript/dashboard/i18n/locale/ur/sla.json
index e268bf58a..e3eb11313 100644
--- a/app/javascript/dashboard/i18n/locale/ur/sla.json
+++ b/app/javascript/dashboard/i18n/locale/ur/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": "اس سوال سے مماثل کوئی آئٹمز نہیں ہیں۔",
-    "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": [
-        "نام",
-        "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": "ایک خامی تھی، براہ کرم دوبارہ کوشش کریں۔"
       }
     },
-    "EDIT": {
-      "TITLE": "Edit SLA",
+    "DELETE": {
+      "TITLE": "Delete SLA",
       "API": {
-        "SUCCESS_MESSAGE": "SLA updated successfully",
+        "SUCCESS_MESSAGE": "SLA deleted successfully",
         "ERROR_MESSAGE": "ایک خامی تھی، براہ کرم دوبارہ کوشش کریں۔"
+      },
+      "CONFIRM": {
+        "TITLE": "حذف کرنے کی تصدیق کریں۔",
+        "MESSAGE": "Are you sure you want to delete ",
+        "YES": "ہاں، حذف کریں۔ ",
+        "NO": "نہیں ، رہنے دیں "
       }
+    },
+    "EVENTS": {
+      "TITLE": "SLA Misses",
+      "FRT": "First response time",
+      "NRT": "Next response time",
+      "RT": "Resolution time",
+      "SHOW_MORE": "{count} more",
+      "HIDE": "Hide {count} rows"
     }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/ur_IN/contact.json b/app/javascript/dashboard/i18n/locale/ur_IN/contact.json
index 7ab197734..baac962bb 100644
--- a/app/javascript/dashboard/i18n/locale/ur_IN/contact.json
+++ b/app/javascript/dashboard/i18n/locale/ur_IN/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",
diff --git a/app/javascript/dashboard/i18n/locale/ur_IN/contactFilters.json b/app/javascript/dashboard/i18n/locale/ur_IN/contactFilters.json
index 09a543984..02d5dcf89 100644
--- a/app/javascript/dashboard/i18n/locale/ur_IN/contactFilters.json
+++ b/app/javascript/dashboard/i18n/locale/ur_IN/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",
diff --git a/app/javascript/dashboard/i18n/locale/ur_IN/conversation.json b/app/javascript/dashboard/i18n/locale/ur_IN/conversation.json
index cca1458b9..f1b7d1fb9 100644
--- a/app/javascript/dashboard/i18n/locale/ur_IN/conversation.json
+++ b/app/javascript/dashboard/i18n/locale/ur_IN/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",
diff --git a/app/javascript/dashboard/i18n/locale/ur_IN/general.json b/app/javascript/dashboard/i18n/locale/ur_IN/general.json
new file mode 100644
index 000000000..25bb4dfb7
--- /dev/null
+++ b/app/javascript/dashboard/i18n/locale/ur_IN/general.json
@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}
diff --git a/app/javascript/dashboard/i18n/locale/ur_IN/generalSettings.json b/app/javascript/dashboard/i18n/locale/ur_IN/generalSettings.json
index 185d328a5..a252d776f 100644
--- a/app/javascript/dashboard/i18n/locale/ur_IN/generalSettings.json
+++ b/app/javascript/dashboard/i18n/locale/ur_IN/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": {
diff --git a/app/javascript/dashboard/i18n/locale/ur_IN/inbox.json b/app/javascript/dashboard/i18n/locale/ur_IN/inbox.json
index dcac5459f..137aac54b 100644
--- a/app/javascript/dashboard/i18n/locale/ur_IN/inbox.json
+++ b/app/javascript/dashboard/i18n/locale/ur_IN/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",
diff --git a/app/javascript/dashboard/i18n/locale/ur_IN/report.json b/app/javascript/dashboard/i18n/locale/ur_IN/report.json
index 6ff84c5f5..c27532783 100644
--- a/app/javascript/dashboard/i18n/locale/ur_IN/report.json
+++ b/app/javascript/dashboard/i18n/locale/ur_IN/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": "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"
+    }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/ur_IN/settings.json b/app/javascript/dashboard/i18n/locale/ur_IN/settings.json
index ca734fe43..11a6a914a 100644
--- a/app/javascript/dashboard/i18n/locale/ur_IN/settings.json
+++ b/app/javascript/dashboard/i18n/locale/ur_IN/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",
diff --git a/app/javascript/dashboard/i18n/locale/ur_IN/sla.json b/app/javascript/dashboard/i18n/locale/ur_IN/sla.json
index 806746b75..ce6e3d17e 100644
--- a/app/javascript/dashboard/i18n/locale/ur_IN/sla.json
+++ b/app/javascript/dashboard/i18n/locale/ur_IN/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"
     }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/vi/contact.json b/app/javascript/dashboard/i18n/locale/vi/contact.json
index 1f4d92be9..5dc3aa1c5 100644
--- a/app/javascript/dashboard/i18n/locale/vi/contact.json
+++ b/app/javascript/dashboard/i18n/locale/vi/contact.json
@@ -296,6 +296,8 @@
     "BUTTON": "Thêm thuộc tính tùy chỉnh",
     "NOT_AVAILABLE": "Không có thuộc tính tuỳ chỉnh nào có sẵn cho liên hệ này.",
     "COPY_SUCCESSFUL": "Đã sao chép mã thành công",
+    "SHOW_MORE": "Show all attributes",
+    "SHOW_LESS": "Show less attributes",
     "ACTIONS": {
       "COPY": "Sao chép thuộc tính",
       "DELETE": "Xoá thuộc tính",
diff --git a/app/javascript/dashboard/i18n/locale/vi/contactFilters.json b/app/javascript/dashboard/i18n/locale/vi/contactFilters.json
index 61fb6aa29..f4c7ebad7 100644
--- a/app/javascript/dashboard/i18n/locale/vi/contactFilters.json
+++ b/app/javascript/dashboard/i18n/locale/vi/contactFilters.json
@@ -44,7 +44,8 @@
       "CUSTOM_ATTRIBUTE_CHECKBOX": "Checkbox",
       "CREATED_AT": "Tạo vào lúc",
       "LAST_ACTIVITY": "Hành động cuối cùng",
-      "REFERER_LINK": "Liên kết người gới thiệu"
+      "REFERER_LINK": "Liên kết người gới thiệu",
+      "BLOCKED": "Blocked"
     },
     "GROUPS": {
       "STANDARD_FILTERS": "Bộ lọc tiêu chuẩn",
diff --git a/app/javascript/dashboard/i18n/locale/vi/conversation.json b/app/javascript/dashboard/i18n/locale/vi/conversation.json
index 20154c021..090b7b262 100644
--- a/app/javascript/dashboard/i18n/locale/vi/conversation.json
+++ b/app/javascript/dashboard/i18n/locale/vi/conversation.json
@@ -64,7 +64,14 @@
       "SNOOZED_UNTIL": "Snoozed until",
       "SNOOZED_UNTIL_TOMORROW": "Tạm dừng đến ngày mai",
       "SNOOZED_UNTIL_NEXT_WEEK": "Tạm dừng đến tuần sau",
-      "SNOOZED_UNTIL_NEXT_REPLY": "Tạm dừng đến khi có phản hồi"
+      "SNOOZED_UNTIL_NEXT_REPLY": "Tạm dừng đến khi có phản hồi",
+      "SLA_STATUS": {
+        "FRT": "FRT {status}",
+        "NRT": "NRT {status}",
+        "RT": "RT {status}",
+        "MISSED": "missed",
+        "DUE": "due"
+      }
     },
     "RESOLVE_DROPDOWN": {
       "MARK_PENDING": "Đánh dấu chưa giải quyết",
diff --git a/app/javascript/dashboard/i18n/locale/vi/general.json b/app/javascript/dashboard/i18n/locale/vi/general.json
new file mode 100644
index 000000000..25bb4dfb7
--- /dev/null
+++ b/app/javascript/dashboard/i18n/locale/vi/general.json
@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}
diff --git a/app/javascript/dashboard/i18n/locale/vi/generalSettings.json b/app/javascript/dashboard/i18n/locale/vi/generalSettings.json
index b7037270d..295243811 100644
--- a/app/javascript/dashboard/i18n/locale/vi/generalSettings.json
+++ b/app/javascript/dashboard/i18n/locale/vi/generalSettings.json
@@ -87,7 +87,10 @@
       "conversation_assignment": "Hội thoại đã được phân công",
       "assigned_conversation_new_message": "Tin nhắn mới",
       "participating_conversation_new_message": "Tin nhắn mới",
-      "conversation_mention": "Nhắc đến"
+      "conversation_mention": "Nhắc đến",
+      "sla_missed_first_response": "SLA Missed",
+      "sla_missed_next_response": "SLA Missed",
+      "sla_missed_resolution": "SLA Missed"
     }
   },
   "NETWORK": {
diff --git a/app/javascript/dashboard/i18n/locale/vi/inbox.json b/app/javascript/dashboard/i18n/locale/vi/inbox.json
index eacf6ad49..a497d7c2c 100644
--- a/app/javascript/dashboard/i18n/locale/vi/inbox.json
+++ b/app/javascript/dashboard/i18n/locale/vi/inbox.json
@@ -4,24 +4,28 @@
       "TITLE": "Hộp thư đến",
       "DISPLAY_DROPDOWN": "Display",
       "LOADING": "Fetching notifications",
-      "EOF": "Tất cả thông báo đã được tải 🎉",
       "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": "Tạm dừng đến ngày mai",
       "SNOOZED_UNTIL_NEXT_WEEK": "Tạm dừng đến tuần sau"
     },
     "ACTION_HEADER": {
       "SNOOZE": "Snooze notification",
-      "DELETE": "Delete notification"
+      "DELETE": "Delete notification",
+      "BACK": "Trờ về"
     },
     "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",
diff --git a/app/javascript/dashboard/i18n/locale/vi/report.json b/app/javascript/dashboard/i18n/locale/vi/report.json
index c2a540657..6af0daa26 100644
--- a/app/javascript/dashboard/i18n/locale/vi/report.json
+++ b/app/javascript/dashboard/i18n/locale/vi/report.json
@@ -35,6 +35,14 @@
         "NAME": "Số lượng giải quyết",
         "DESC": "( Tổng cộng )"
       },
+      "BOT_RESOLUTION_COUNT": {
+        "NAME": "Số lượng giải quyết",
+        "DESC": "( Tổng cộng )"
+      },
+      "BOT_HANDOFF_COUNT": {
+        "NAME": "Handoff Count",
+        "DESC": "( Tổng cộng )"
+      },
       "REPLY_TIME": {
         "NAME": "Customer waiting time",
         "TOOLTIP_TEXT": "Waiting time is %{metricValue} (based on %{conversationCount} replies)"
@@ -130,7 +138,11 @@
         "groupBy": "Tháng"
       }
     ],
-    "BUSINESS_HOURS": "Giờ làm việc"
+    "BUSINESS_HOURS": "Giờ làm việc",
+    "FILTER_ACTIONS": {
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "Không tìm thấy kết quả"
+    }
   },
   "AGENT_REPORTS": {
     "HEADER": "Tổng quan đại lý",
@@ -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": "Tổng quan",
     "LIVE": "Trực tuyến",
@@ -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": "Không tìm thấy kết quả",
+      "NO_FILTER": "No filters available",
+      "SEARCH": "Search filter",
+      "INPUT_PLACEHOLDER": {
+        "SLA": "SLA name",
+        "AGENTS": "Tên tổng đài viên",
+        "INBOXES": "Tên kênh",
+        "LABELS": "Tên nhãn",
+        "TEAMS": "Tên nhóm"
+      },
+      "SLA": "SLA Policy",
+      "INBOXES": "Hộp thư đến",
+      "AGENTS": "Nhà cung cấp",
+      "LABELS": "Nhãn",
+      "TEAMS": "Nhóm"
+    },
+    "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": "Cuộc hội thoại",
+        "AGENT": "Nhà cung cấp"
+      },
+      "VIEW_DETAILS": "View Details"
+    }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/vi/settings.json b/app/javascript/dashboard/i18n/locale/vi/settings.json
index 7b6810a2d..49e9139a3 100644
--- a/app/javascript/dashboard/i18n/locale/vi/settings.json
+++ b/app/javascript/dashboard/i18n/locale/vi/settings.json
@@ -83,7 +83,10 @@
         "CONVERSATION_CREATION": "Gửi thông báo qua email khi cuộc trò chuyện mới được tạo",
         "CONVERSATION_MENTION": "Gửi thông báo email khi bạn được nhắc đến trong 1 cuộc trò chuyện",
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Gửi thông báo email khi có một tin nhắn mới được tạo trong cuộc trò chuyện được phân công",
-        "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": "Tùy chọn thông báo của bạn đã được cập nhật thành công",
@@ -98,7 +101,10 @@
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Gửi thông báo đẩy khi có một tin nhắn mới được tạo trong cuộc trò chuyện được phân công",
         "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Send push notifications when a new message is created in a participating conversation",
         "HAS_ENABLED_PUSH": "Bạn đã bật tính năng thông báo cho trình duyệt này.",
-        "REQUEST_PUSH": "Bật thông báo"
+        "REQUEST_PUSH": "Bật thông báo",
+        "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": "Hình ảnh hồ sơ cá nhân"
@@ -199,6 +205,7 @@
   "SIDEBAR": {
     "CURRENTLY_VIEWING_ACCOUNT": "Hiện đang xem:",
     "SWITCH": "Chuyển",
+    "INBOX_VIEW": "Inbox View",
     "CONVERSATIONS": "Cuộc trò chuyện",
     "INBOX": "Hộp thư đến",
     "ALL_CONVERSATIONS": "Tất cả cuộc trò chuyện",
@@ -237,6 +244,8 @@
     "CAMPAIGNS": "Chiến dịch",
     "ONGOING": "Đang diễn ra",
     "ONE_OFF": "Một lần",
+    "REPORTS_SLA": "SLA",
+    "REPORTS_BOT": "Bot",
     "REPORTS_AGENT": "Nhà cung cấp",
     "REPORTS_LABEL": "Nhãn",
     "REPORTS_INBOX": "Kênh",
diff --git a/app/javascript/dashboard/i18n/locale/vi/sla.json b/app/javascript/dashboard/i18n/locale/vi/sla.json
index 727a23270..9f4f2af3e 100644
--- a/app/javascript/dashboard/i18n/locale/vi/sla.json
+++ b/app/javascript/dashboard/i18n/locale/vi/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": "Không có kết quả nào được tìm thấy",
-    "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": [
-        "Tên",
-        "Mô tả",
-        "FRT",
-        "NRT",
-        "RT",
-        "Giờ làm việc"
-      ]
+      "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": "Đã có lỗi, vui lòng thử lại"
       }
     },
-    "EDIT": {
-      "TITLE": "Edit SLA",
+    "DELETE": {
+      "TITLE": "Delete SLA",
       "API": {
-        "SUCCESS_MESSAGE": "SLA updated successfully",
+        "SUCCESS_MESSAGE": "SLA deleted successfully",
         "ERROR_MESSAGE": "Đã có lỗi, vui lòng thử lại"
+      },
+      "CONFIRM": {
+        "TITLE": "Xác nhận xoá",
+        "MESSAGE": "Are you sure you want to delete ",
+        "YES": "Có, xoá ",
+        "NO": "Không, giữ "
       }
+    },
+    "EVENTS": {
+      "TITLE": "SLA Misses",
+      "FRT": "Thời gian phản hồi đầu tiên",
+      "NRT": "Next response time",
+      "RT": "Resolution time",
+      "SHOW_MORE": "{count} more",
+      "HIDE": "Hide {count} rows"
     }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/zh_CN/chatlist.json b/app/javascript/dashboard/i18n/locale/zh_CN/chatlist.json
index 7e8150b91..20122cb92 100644
--- a/app/javascript/dashboard/i18n/locale/zh_CN/chatlist.json
+++ b/app/javascript/dashboard/i18n/locale/zh_CN/chatlist.json
@@ -53,28 +53,28 @@
     },
     "SORT_ORDER_ITEMS": {
       "last_activity_at_asc": {
-        "TEXT": "Last activity: Oldest first"
+        "TEXT": "最后一次活动：最早在前"
       },
       "last_activity_at_desc": {
-        "TEXT": "Last activity: Newest first"
+        "TEXT": "最后一次活动：最新在前"
       },
       "created_at_desc": {
-        "TEXT": "Created at: Newest first"
+        "TEXT": "创建于：最新在前"
       },
       "created_at_asc": {
-        "TEXT": "Created at: Oldest first"
+        "TEXT": "创建于：最早在前"
       },
       "priority_desc": {
-        "TEXT": "Priority: Highest first"
+        "TEXT": "优先级：最高在前"
       },
       "priority_asc": {
-        "TEXT": "Priority: Lowest first"
+        "TEXT": "优先级：最低在前"
       },
       "waiting_since_asc": {
-        "TEXT": "Pending Response: Longest first"
+        "TEXT": "等待响应：最长在前"
       },
       "waiting_since_desc": {
-        "TEXT": "Pending Response: Shortest first"
+        "TEXT": "等待响应：最短在前"
       }
     },
     "ATTACHMENTS": {
diff --git a/app/javascript/dashboard/i18n/locale/zh_CN/contact.json b/app/javascript/dashboard/i18n/locale/zh_CN/contact.json
index 1690fc73c..f3f60a85d 100644
--- a/app/javascript/dashboard/i18n/locale/zh_CN/contact.json
+++ b/app/javascript/dashboard/i18n/locale/zh_CN/contact.json
@@ -15,7 +15,7 @@
     "INITIATED_FROM": "启动自：",
     "INITIATED_AT": "发起于",
     "IP_ADDRESS": "IP 地址",
-    "CREATED_AT_LABEL": "Created",
+    "CREATED_AT_LABEL": "创建时间",
     "NEW_MESSAGE": "新消息",
     "CONVERSATIONS": {
       "NO_RECORDS_FOUND": "此联系人没有关联到以前的会话。",
@@ -34,15 +34,15 @@
         "TITLE": "添加标签",
         "PLACEHOLDER": "搜索标签",
         "NO_RESULT": "未找到标签",
-        "CREATE_LABEL": "Create new label"
+        "CREATE_LABEL": "创建新标签"
       }
     },
     "MERGE_CONTACT": "合并联系人",
     "CONTACT_ACTIONS": "联系人操作",
-    "MUTE_CONTACT": "Block Contact",
-    "UNMUTE_CONTACT": "Unblock Contact",
-    "MUTED_SUCCESS": "This contact is blocked successfully. You will not be notified of any future conversations.",
-    "UNMUTED_SUCCESS": "This contact is unblocked successfully.",
+    "MUTE_CONTACT": "屏蔽联系人",
+    "UNMUTE_CONTACT": "解除屏蔽联系人",
+    "MUTED_SUCCESS": "已成功屏蔽此联系人。您将不会收到任何未来对话的通知。",
+    "UNMUTED_SUCCESS": "此联系人已成功解除屏蔽。",
     "SEND_TRANSCRIPT": "发送客服记录",
     "EDIT_LABEL": "编辑",
     "SIDEBAR_SECTIONS": {
@@ -71,20 +71,20 @@
       "SUBMIT": "导入",
       "CANCEL": "取消"
     },
-    "SUCCESS_MESSAGE": "You will be notified via email when the import is complete.",
+    "SUCCESS_MESSAGE": "导入完成时将通过电子邮件通知您。",
     "ERROR_MESSAGE": "出现错误，请重试"
   },
   "EXPORT_CONTACTS": {
-    "BUTTON_LABEL": "Export",
-    "TITLE": "Export Contacts",
-    "DESC": "Export contacts to a CSV file.",
+    "BUTTON_LABEL": "导出",
+    "TITLE": "导出联系人",
+    "DESC": "导出联系人到 CSV 文件。",
     "SUCCESS_MESSAGE": "Export is in progress, You will be notified via email when export file is ready to dowanlod.",
     "ERROR_MESSAGE": "出现错误，请重试",
     "CONFIRM": {
-      "TITLE": "Export Contacts",
-      "MESSAGE": "Are you sure you want to export all contacts?",
-      "YES": "Yes, Export",
-      "NO": "No, Cancel"
+      "TITLE": "导出联系人",
+      "MESSAGE": "您确定要导出所有联系人吗？",
+      "YES": "是的，导出",
+      "NO": "否，取消"
     }
   },
   "DELETE_NOTE": {
@@ -134,9 +134,9 @@
       "PHONE_NUMBER": {
         "PLACEHOLDER": "输入联系人的电话号码",
         "LABEL": "电话号码",
-        "HELP": "Phone number should be of E.164 format eg: +1415555555 [+][country code][area code][local phone number]. You can select the dial code from the dropdown.",
+        "HELP": "电话号码应为E.164格式，例如+14155555 [+][国家代码][地区代码][本地电话号码]。您可以从下拉菜单中选择拨号代码。",
         "ERROR": "电话号码应为空或E.164格式",
-        "DIAL_CODE_ERROR": "Please select a dial code from the list",
+        "DIAL_CODE_ERROR": "请从列表中选择拨号代码",
         "DUPLICATE": "此电话号码正在用于另一个联系人。"
       },
       "LOCATION": {
@@ -148,15 +148,15 @@
         "LABEL": "公司名称"
       },
       "COUNTRY": {
-        "PLACEHOLDER": "Enter the country name",
+        "PLACEHOLDER": "输入国家/地区名称",
         "LABEL": "国家",
-        "SELECT_PLACEHOLDER": "Select",
+        "SELECT_PLACEHOLDER": "选择",
         "REMOVE": "删除",
-        "SELECT_COUNTRY": "Select Country"
+        "SELECT_COUNTRY": "选择国家/地区"
       },
       "CITY": {
-        "PLACEHOLDER": "Enter the city name",
-        "LABEL": "City Name"
+        "PLACEHOLDER": "输入城市名称",
+        "LABEL": "城市名称"
       },
       "SOCIAL_PROFILES": {
         "FACEBOOK": {
@@ -196,8 +196,8 @@
         "LABEL": "发送至"
       },
       "INBOX": {
-        "LABEL": "Via Inbox",
-        "PLACEHOLDER": "Choose source inbox",
+        "LABEL": "通过收件箱：",
+        "PLACEHOLDER": "选择来源收件箱",
         "ERROR": "选择一个收件箱"
       },
       "SUBJECT": {
@@ -211,8 +211,8 @@
         "ERROR": "消息不能为空"
       },
       "ATTACHMENTS": {
-        "SELECT": "Choose files",
-        "HELP_TEXT": "Drag and drop files here or choose files to attach"
+        "SELECT": "选择文件",
+        "HELP_TEXT": "拖放文件到此处或选择要附加的文件"
       },
       "SUBMIT": "发送消息",
       "CANCEL": "取消",
@@ -229,7 +229,7 @@
     "FILTER_CONTACTS": "过滤器",
     "FILTER_CONTACTS_SAVE": "保存过滤器",
     "FILTER_CONTACTS_DELETE": "删除过滤器",
-    "FILTER_CONTACTS_EDIT": "Edit segment",
+    "FILTER_CONTACTS_EDIT": "编辑分段",
     "LIST": {
       "LOADING_MESSAGE": "正在加载联系人列表...",
       "404": "没有搜索到联系人🔍",
@@ -260,7 +260,7 @@
     },
     "FOOTER": {
       "DUE_DATE": "截止日期",
-      "LABEL_TITLE": "Set type"
+      "LABEL_TITLE": "设置类型"
     }
   },
   "NOTES": {
@@ -296,6 +296,8 @@
     "BUTTON": "添加自定义属性",
     "NOT_AVAILABLE": "此联系人没有可用的自定义属性。",
     "COPY_SUCCESSFUL": "已成功复制到剪贴板",
+    "SHOW_MORE": "Show all attributes",
+    "SHOW_LESS": "Show less attributes",
     "ACTIONS": {
       "COPY": "复制属性",
       "DELETE": "删除属性",
@@ -346,7 +348,7 @@
     "VALIDATIONS": {
       "REQUIRED": "需要有效的值",
       "INVALID_URL": "无效的 URL",
-      "INVALID_INPUT": "Invalid Input"
+      "INVALID_INPUT": "无效输入"
     }
   },
   "MERGE_CONTACTS": {
diff --git a/app/javascript/dashboard/i18n/locale/zh_CN/contactFilters.json b/app/javascript/dashboard/i18n/locale/zh_CN/contactFilters.json
index 399d085d3..05e13eebd 100644
--- a/app/javascript/dashboard/i18n/locale/zh_CN/contactFilters.json
+++ b/app/javascript/dashboard/i18n/locale/zh_CN/contactFilters.json
@@ -44,7 +44,8 @@
       "CUSTOM_ATTRIBUTE_CHECKBOX": "复选框",
       "CREATED_AT": "创建于",
       "LAST_ACTIVITY": "最后一次活动",
-      "REFERER_LINK": "Referrer link"
+      "REFERER_LINK": "Referrer link",
+      "BLOCKED": "Blocked"
     },
     "GROUPS": {
       "STANDARD_FILTERS": "标准过滤器",
diff --git a/app/javascript/dashboard/i18n/locale/zh_CN/conversation.json b/app/javascript/dashboard/i18n/locale/zh_CN/conversation.json
index d60cad9ee..55d976dcc 100644
--- a/app/javascript/dashboard/i18n/locale/zh_CN/conversation.json
+++ b/app/javascript/dashboard/i18n/locale/zh_CN/conversation.json
@@ -2,8 +2,8 @@
   "CONVERSATION": {
     "SELECT_A_CONVERSATION": "请从左侧窗格选择一个对话",
     "CSAT_REPLY_MESSAGE": "请为会话评分",
-    "404": "Sorry, we cannot find the conversation. Please try again",
-    "SWITCH_VIEW_LAYOUT": "Switch the layout",
+    "404": "抱歉，我们找不到对话。请重试",
+    "SWITCH_VIEW_LAYOUT": "切换布局",
     "DASHBOARD_APP_TAB_MESSAGES": "消息",
     "UNVERIFIED_SESSION": "未验证此用户的身份",
     "NO_MESSAGE_1": "您的收件箱中似乎没有客户的消息。",
@@ -13,8 +13,8 @@
     "NO_INBOX_AGENT": "看起来您还没有分配到收件箱。请联系您的管理员",
     "SEARCH_MESSAGES": "搜索对话中的消息",
     "EMPTY_STATE": {
-      "CMD_BAR": "to open command menu",
-      "KEYBOARD_SHORTCUTS": "to view keyboard shortcuts"
+      "CMD_BAR": "打开命令菜单",
+      "KEYBOARD_SHORTCUTS": "查看键盘快捷键"
     },
     "SEARCH": {
       "TITLE": "搜索消息",
@@ -23,8 +23,8 @@
       "PLACEHOLDER": "输入任何文本来搜索消息",
       "NO_MATCHING_RESULTS": "未找到结果。"
     },
-    "UNREAD_MESSAGES": "Unread Messages",
-    "UNREAD_MESSAGE": "Unread Message",
+    "UNREAD_MESSAGES": "未读消息",
+    "UNREAD_MESSAGE": "未读消息",
     "CLICK_HERE": "点击这里",
     "LOADING_INBOXES": "正在加载收件箱",
     "LOADING_CONVERSATIONS": "加载更多对话",
@@ -32,21 +32,21 @@
     "24_HOURS_WINDOW": "24 小时消息窗口限制",
     "NOT_ASSIGNED_TO_YOU": "此对话未分配给您。您想要将此对话分配给自己吗？",
     "ASSIGN_TO_ME": "分配给我",
-    "TWILIO_WHATSAPP_CAN_REPLY": "You can only reply to this conversation using a template message due to",
+    "TWILIO_WHATSAPP_CAN_REPLY": "您只能使用模板信息回复此会话，原因是",
     "TWILIO_WHATSAPP_24_HOURS_WINDOW": "24 小时消息窗口限制",
     "REPLYING_TO": "您正在回复到：",
     "REMOVE_SELECTION": "移除选择",
     "DOWNLOAD": "下载",
     "UNKNOWN_FILE_TYPE": "未知文件",
-    "SAVE_CONTACT": "Save",
+    "SAVE_CONTACT": "保存",
     "UPLOADING_ATTACHMENTS": "正在上传附件...",
-    "REPLIED_TO_STORY": "Replied to your story",
-    "UNSUPPORTED_MESSAGE": "This message is unsupported.",
-    "UNSUPPORTED_MESSAGE_FACEBOOK": "This message is unsupported. You can view this message on the Facebook Messenger app.",
-    "UNSUPPORTED_MESSAGE_INSTAGRAM": "This message is unsupported. You can view this message on the Instagram app.",
+    "REPLIED_TO_STORY": "回复您的故事",
+    "UNSUPPORTED_MESSAGE": "不支持此消息。",
+    "UNSUPPORTED_MESSAGE_FACEBOOK": "不支持此消息。您可以在 Facebook Messenger 应用上查看此消息。",
+    "UNSUPPORTED_MESSAGE_INSTAGRAM": "不支持此消息。您可以在 Instagram 应用上查看此消息。",
     "SUCCESS_DELETE_MESSAGE": "已成功删除消息",
     "FAIL_DELETE_MESSSAGE": "无法删除消息，请重试！",
-    "NO_RESPONSE": "No response",
+    "NO_RESPONSE": "无响应",
     "RATING_TITLE": "评分",
     "FEEDBACK_TITLE": "Feedback",
     "REPLY_MESSAGE_NOT_FOUND": "Message not available",
@@ -64,7 +64,14 @@
       "SNOOZED_UNTIL": "Snoozed until",
       "SNOOZED_UNTIL_TOMORROW": "推迟到明天",
       "SNOOZED_UNTIL_NEXT_WEEK": "推迟到下周",
-      "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": "标记为待处理",
diff --git a/app/javascript/dashboard/i18n/locale/zh_CN/general.json b/app/javascript/dashboard/i18n/locale/zh_CN/general.json
new file mode 100644
index 000000000..25bb4dfb7
--- /dev/null
+++ b/app/javascript/dashboard/i18n/locale/zh_CN/general.json
@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}
diff --git a/app/javascript/dashboard/i18n/locale/zh_CN/generalSettings.json b/app/javascript/dashboard/i18n/locale/zh_CN/generalSettings.json
index d0cfdf07c..ccf2d4ab7 100644
--- a/app/javascript/dashboard/i18n/locale/zh_CN/generalSettings.json
+++ b/app/javascript/dashboard/i18n/locale/zh_CN/generalSettings.json
@@ -87,7 +87,10 @@
       "conversation_assignment": "对话已分配",
       "assigned_conversation_new_message": "新消息",
       "participating_conversation_new_message": "新消息",
-      "conversation_mention": "提及"
+      "conversation_mention": "提及",
+      "sla_missed_first_response": "SLA Missed",
+      "sla_missed_next_response": "SLA Missed",
+      "sla_missed_resolution": "SLA Missed"
     }
   },
   "NETWORK": {
@@ -155,14 +158,14 @@
       "LIGHT_MODE": "Light",
       "DARK_MODE": "Dark",
       "SYSTEM_MODE": "System",
-      "SNOOZE_NOTIFICATION": "Snooze Notification"
+      "SNOOZE_NOTIFICATION": "推迟通知"
     }
   },
   "DASHBOARD_APPS": {
-    "LOADING_MESSAGE": "Loading Dashboard App..."
+    "LOADING_MESSAGE": "正在加载仪表板应用..."
   },
   "COMMON": {
-    "OR": "Or",
+    "OR": "或",
     "CLICK_HERE": "点击这里"
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/zh_CN/helpCenter.json b/app/javascript/dashboard/i18n/locale/zh_CN/helpCenter.json
index 112b238e7..ee17d3e76 100644
--- a/app/javascript/dashboard/i18n/locale/zh_CN/helpCenter.json
+++ b/app/javascript/dashboard/i18n/locale/zh_CN/helpCenter.json
@@ -456,7 +456,7 @@
       "BACK_RESULTS": "Back to results"
     },
     "UPGRADE_PAGE": {
-      "TITLE": "Help Center",
+      "TITLE": "帮助中心",
       "DESCRIPTION": "Create user-friendly self-service portals. Help your users to access the articles and get support 24/7. Upgrade your subscription to enable this feature.",
       "SELF_HOSTED_DESCRIPTION": "Create user-friendly self-service portals. Help your users to access the articles and get support 24/7. Please contact your administrator to enable this feature.",
       "BUTTON": {
diff --git a/app/javascript/dashboard/i18n/locale/zh_CN/inbox.json b/app/javascript/dashboard/i18n/locale/zh_CN/inbox.json
index 050eb83d1..7ad71ad64 100644
--- a/app/javascript/dashboard/i18n/locale/zh_CN/inbox.json
+++ b/app/javascript/dashboard/i18n/locale/zh_CN/inbox.json
@@ -4,24 +4,28 @@
       "TITLE": "收件箱",
       "DISPLAY_DROPDOWN": "Display",
       "LOADING": "Fetching notifications",
-      "EOF": "所有通知已加载 🎉",
       "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": "推迟到明天",
       "SNOOZED_UNTIL_NEXT_WEEK": "推迟到下周"
     },
     "ACTION_HEADER": {
       "SNOOZE": "Snooze notification",
-      "DELETE": "Delete notification"
+      "DELETE": "Delete notification",
+      "BACK": "后退"
     },
     "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",
diff --git a/app/javascript/dashboard/i18n/locale/zh_CN/inboxMgmt.json b/app/javascript/dashboard/i18n/locale/zh_CN/inboxMgmt.json
index 45a646a97..95f4f4b72 100644
--- a/app/javascript/dashboard/i18n/locale/zh_CN/inboxMgmt.json
+++ b/app/javascript/dashboard/i18n/locale/zh_CN/inboxMgmt.json
@@ -30,8 +30,8 @@
     "ADD": {
       "CHANNEL_NAME": {
         "LABEL": "收件箱名称",
-        "PLACEHOLDER": "Enter your inbox name (eg: Acme Inc)",
-        "ERROR": "Please enter a valid inbox name"
+        "PLACEHOLDER": "输入您的收件箱名称 (e.g: Acme Inc)",
+        "ERROR": "请输入一个有效的收件箱名称"
       },
       "WEBSITE_NAME": {
         "LABEL": "网站名称",
@@ -48,9 +48,9 @@
       },
       "TWITTER": {
         "HELP": "若要将您的Twitter个人资料添加为频道，您需要通过点击“使用Twitter登录”来验证您的Twitter个人资料。 ",
-        "ERROR_MESSAGE": "There was an error connecting to Twitter, please try again",
+        "ERROR_MESSAGE": "连接 Twitter 时出现错误，请重试",
         "TWEETS": {
-          "ENABLE": "Create conversations from mentioned Tweets"
+          "ENABLE": "从提及的推文创建对话"
         }
       },
       "WEBSITE_CHANNEL": {
@@ -62,7 +62,7 @@
         },
         "CHANNEL_WEBHOOK_URL": {
           "LABEL": "Webhook 网址",
-          "PLACEHOLDER": "Enter your Webhook URL",
+          "PLACEHOLDER": "输入您的 Webhook URL",
           "ERROR": "请输入一个有效的 URL"
         },
         "CHANNEL_DOMAIN": {
@@ -100,33 +100,33 @@
         },
         "SUBMIT_BUTTON": "创建收件箱",
         "API": {
-          "ERROR_MESSAGE": "We were not able to create a website channel, please try again"
+          "ERROR_MESSAGE": "我们无法创建一个网站频道，请重试"
         }
       },
       "TWILIO": {
-        "TITLE": "Twilio SMS/WhatsApp Channel",
-        "DESC": "Integrate Twilio and start supporting your customers via SMS or WhatsApp.",
+        "TITLE": "Twilio SMS/WhatsApp 频道",
+        "DESC": "整合Twilio 并开始通过短信或 WhatsApp 支持您的客户。",
         "ACCOUNT_SID": {
           "LABEL": "账户 SID",
           "PLACEHOLDER": "请输入您的 Twilio 账户 SID",
           "ERROR": "此字段是必填项"
         },
         "API_KEY": {
-          "USE_API_KEY": "Use API Key Authentication",
-          "LABEL": "API Key SID",
-          "PLACEHOLDER": "Please enter your API Key SID",
+          "USE_API_KEY": "使用 API 密钥认证",
+          "LABEL": "API 密钥 SID",
+          "PLACEHOLDER": "请输入您的 API 密钥 SID",
           "ERROR": "此字段是必填项"
         },
         "API_KEY_SECRET": {
-          "LABEL": "API Key Secret",
-          "PLACEHOLDER": "Please enter your API Key Secret",
+          "LABEL": "API 密钥密码",
+          "PLACEHOLDER": "请输入您的 API 密钥密码",
           "ERROR": "此字段是必填项"
         },
         "MESSAGING_SERVICE_SID": {
-          "LABEL": "Messaging Service SID",
-          "PLACEHOLDER": "Please enter your Twilio Messaging Service SID",
+          "LABEL": "短信服务 SID",
+          "PLACEHOLDER": "请输入您的 Twilio 短信服务 SID",
           "ERROR": "此字段是必填项",
-          "USE_MESSAGING_SERVICE": "Use a Twilio Messaging Service"
+          "USE_MESSAGING_SERVICE": "使用 Twilio 短信服务"
         },
         "CHANNEL_TYPE": {
           "LABEL": "频道类型",
@@ -139,13 +139,13 @@
         },
         "CHANNEL_NAME": {
           "LABEL": "收件箱名称",
-          "PLACEHOLDER": "Please enter a inbox name",
+          "PLACEHOLDER": "请输入收件箱名称",
           "ERROR": "此字段是必填项"
         },
         "PHONE_NUMBER": {
           "LABEL": "电话号码",
           "PLACEHOLDER": "请输入发送消息的电话号码。",
-          "ERROR": "Please provide a valid phone number that starts with a `+` sign and does not contain any spaces."
+          "ERROR": "请提供一个有效的电话号码，以`+`符号开头，且不包含任何空格。"
         },
         "API_CALLBACK": {
           "TITLE": "回调地址",
@@ -157,20 +157,20 @@
         }
       },
       "SMS": {
-        "TITLE": "SMS Channel",
-        "DESC": "Start supporting your customers via SMS.",
+        "TITLE": "短信通道",
+        "DESC": "开始通过短信支持您的客户",
         "PROVIDERS": {
           "LABEL": "API提供商",
           "TWILIO": "思源",
-          "BANDWIDTH": "Bandwidth"
+          "BANDWIDTH": "带宽"
         },
         "API": {
-          "ERROR_MESSAGE": "We were not able to save the SMS channel"
+          "ERROR_MESSAGE": "我们无法保存短信通道"
         },
         "BANDWIDTH": {
           "ACCOUNT_ID": {
             "LABEL": "帐号 ID",
-            "PLACEHOLDER": "Please enter your Bandwidth Account ID",
+            "PLACEHOLDER": "请输入您的 Bandwidth 应用ID",
             "ERROR": "此字段是必填项"
           },
           "API_KEY": {
@@ -330,23 +330,23 @@
         "DESC": "与Telegram通道集成，开始为您的客户提供支持",
         "BOT_TOKEN": {
           "LABEL": "机器人令牌",
-          "SUBTITLE": "Configure the bot token you have obtained from Telegram BotFather.",
+          "SUBTITLE": "配置您从 Telegram BotFather 获得的机器人令牌。",
           "PLACEHOLDER": "机器人令牌"
         },
-        "SUBMIT_BUTTON": "Create Telegram Channel",
+        "SUBMIT_BUTTON": "创建 Telegram 頻道",
         "API": {
-          "ERROR_MESSAGE": "We were not able to save the telegram channel"
+          "ERROR_MESSAGE": "我们无法保存 Telegram 通道"
         }
       },
       "AUTH": {
-        "TITLE": "Choose a channel",
+        "TITLE": "选择一个通道",
         "DESC": "Chatwoot supports live-chat widgets, Facebook Messenger, Twitter profiles, WhatsApp, Emails, etc., as channels. If you want to build a custom channel, you can create it using the API channel. To get started, choose one of the channels below."
       },
       "AGENTS": {
         "TITLE": "客服代理们",
         "DESC": "在这里您可以添加代理来管理您新创建的收件箱。只有这些选定的代理才能访问您的收件箱。 不属于此收件箱的代理人在登录时将无法看到或回复此收件箱中的消息。 <br> <b>PS：</b> 作为管理员，如果您需要访问所有收件箱， 您应该将自己添加到您创建的所有收件箱中。",
-        "VALIDATION_ERROR": "Add atleast one agent to your new Inbox",
-        "PICK_AGENTS": "Pick agents for the inbox"
+        "VALIDATION_ERROR": "添加至少一个代理到您的新收件箱",
+        "PICK_AGENTS": "为收件箱选择代理"
       },
       "DETAILS": {
         "TITLE": "收件箱详细信息",
@@ -357,13 +357,13 @@
         "DESC": "您已成功地将您的Facebook页面与Chatwoot集成。下次客户消息您的页面时，对话将自动出现在收件箱中。<br>我们还为您提供了一个小部件脚本，您可以轻松地添加到您的网站。 在您的网站上登录后， 客户可以在没有任何外部工具帮助的情况下从您的网站向您发送消息，对话将会在这里出现在Chatwoot 上。<br>酷，好吧？好吧，我们肯定试着是 :)"
       },
       "EMAIL_PROVIDER": {
-        "TITLE": "Select your email provider",
+        "TITLE": "选择您的电子邮件提供商",
         "DESCRIPTION": "Select an email provider from the list below. If you don't see your email provider in the list, you can select the other provider option and provide the IMAP and SMTP Credentials."
       },
       "MICROSOFT": {
         "TITLE": "Microsoft Email",
         "DESCRIPTION": "Click on the Sign in with Microsoft button to get started. You will redirected to the email sign in page. Once you accept the requested permissions, you would be redirected back to the inbox creation step.",
-        "EMAIL_PLACEHOLDER": "Enter email address",
+        "EMAIL_PLACEHOLDER": "输入电子邮件地址",
         "HELP": "To add your Microsoft account as a channel, you need to authenticate your Microsoft account by clicking on 'Sign in with Microsoft' ",
         "ERROR_MESSAGE": "There was an error connecting to Microsoft, please try again"
       }
@@ -371,8 +371,8 @@
     "DETAILS": {
       "LOADING_FB": "在 Facebook 上认证你... ..",
       "ERROR_FB_AUTH": "出错了，请刷新页面...",
-      "ERROR_FB_UNAUTHORIZED": "You're not authorized to perform this action. ",
-      "ERROR_FB_UNAUTHORIZED_HELP": "Please ensure you have access to the Facebook page with full control. You can read more about Facebook roles <a href=\" https://www.facebook.com/help/187316341316631\">here</a>.",
+      "ERROR_FB_UNAUTHORIZED": "您无权执行此操作。 ",
+      "ERROR_FB_UNAUTHORIZED_HELP": "请确保您拥有对 Facebook 页面的完全控制权。您可以在<a href=\" https://www.facebook.com/help/187316341316631\">这里</a>阅读更多关于 Facebook 角色的信息。",
       "CREATING_CHANNEL": "创建您的收件箱...",
       "TITLE": "配置收件箱详情",
       "DESC": ""
@@ -385,7 +385,7 @@
       "TITLE": "您的收件箱已准备就绪！",
       "MESSAGE": "您现在可以通过您的新频道与您的客户联系。快乐支持",
       "BUTTON_TEXT": "带我到这里",
-      "MORE_SETTINGS": "More settings",
+      "MORE_SETTINGS": "更多设置",
       "WEBSITE_SUCCESS": "您已成功完成创建网站频道。复制下面显示的代码并将其粘贴在您的网站上。 下次客户使用实时聊天时，对话将自动出现在您的收件箱中。"
     },
     "REAUTH": "重新授权",
@@ -394,7 +394,7 @@
       "API": {
         "SUCCESS_MESSAGE": "已成功更新收件箱设置",
         "AUTO_ASSIGNMENT_SUCCESS_MESSAGE": "自动分配成功更新",
-        "ERROR_MESSAGE": "We couldn't update inbox settings. Please try again later."
+        "ERROR_MESSAGE": "我们无法更新收件箱设置。请稍后再试。"
       },
       "EMAIL_COLLECT_BOX": {
         "ENABLED": "已启用",
@@ -405,22 +405,22 @@
         "DISABLED": "已禁用"
       },
       "SENDER_NAME_SECTION": {
-        "TITLE": "Sender name",
+        "TITLE": "发件人姓名",
         "SUB_TEXT": "Select the name shown to the your customer when they receive emails from your agents.",
         "FOR_EG": "For eg:",
         "FRIENDLY": {
-          "TITLE": "Friendly",
+          "TITLE": "友好的",
           "FROM": "发自",
           "SUBTITLE": "Add the name of the agent who sent the reply in the sender name to make it friendly."
         },
         "PROFESSIONAL": {
-          "TITLE": "Professional",
+          "TITLE": "专业的",
           "SUBTITLE": "Use only the configured business name as the sender name in the email header."
         },
         "BUSINESS_NAME": {
           "BUTTON_TEXT": "+ Configure your business name",
           "PLACEHOLDER": "Enter your business name",
-          "SAVE_BUTTON_TEXT": "Save"
+          "SAVE_BUTTON_TEXT": "保存"
         }
       },
       "ALLOW_MESSAGES_AFTER_RESOLVED": {
@@ -518,16 +518,16 @@
       "UPDATE_PRE_CHAT_FORM_SETTINGS": "Update Pre Chat Form Settings"
     },
     "HELP_CENTER": {
-      "LABEL": "Help Center",
-      "PLACEHOLDER": "Select Help Center",
-      "SELECT_PLACEHOLDER": "Select Help Center",
-      "REMOVE": "Remove Help Center",
-      "SUB_TEXT": "Attach a Help Center with the inbox"
+      "LABEL": "帮助中心",
+      "PLACEHOLDER": "选择帮助中心",
+      "SELECT_PLACEHOLDER": "选择帮助中心",
+      "REMOVE": "移除帮助中心",
+      "SUB_TEXT": "将帮助中心附加到收件箱"
     },
     "AUTO_ASSIGNMENT": {
-      "MAX_ASSIGNMENT_LIMIT": "Auto assignment limit",
-      "MAX_ASSIGNMENT_LIMIT_RANGE_ERROR": "Please enter a value greater than 0",
-      "MAX_ASSIGNMENT_LIMIT_SUB_TEXT": "Limit the maximum number of conversations from this inbox that can be auto assigned to an agent"
+      "MAX_ASSIGNMENT_LIMIT": "自动分配限制",
+      "MAX_ASSIGNMENT_LIMIT_RANGE_ERROR": "请输入一个大于0 的值",
+      "MAX_ASSIGNMENT_LIMIT_SUB_TEXT": "限制从此收件箱自动分配给代理的对话的最大数量"
     },
     "FACEBOOK_REAUTHORIZE": {
       "TITLE": "重新授权",
@@ -539,18 +539,18 @@
       "DESCRIPTION": "Pre chat forms enable you to capture user information before they start conversation with you.",
       "SET_FIELDS": "Pre chat form fields",
       "SET_FIELDS_HEADER": {
-        "FIELDS": "Fields",
-        "LABEL": "Label",
-        "PLACE_HOLDER": "Placeholder",
+        "FIELDS": "字段",
+        "LABEL": "标签",
+        "PLACE_HOLDER": "占位符",
         "KEY": "键",
         "TYPE": "类型",
-        "REQUIRED": "Required"
+        "REQUIRED": "必填项"
       },
       "ENABLE": {
         "LABEL": "Enable pre chat form",
         "OPTIONS": {
-          "ENABLED": "Yes",
-          "DISABLED": "No"
+          "ENABLED": "是",
+          "DISABLED": "否"
         }
       },
       "PRE_CHAT_MESSAGE": {
@@ -572,31 +572,31 @@
       "TOGGLE_HELP": "Enabling business availability will show the available hours on live chat widget even if all the agents are offline. Outside available hours visitors can be warned with a message and a pre-chat form.",
       "DAY": {
         "ENABLE": "Enable availability for this day",
-        "UNAVAILABLE": "Unavailable",
-        "HOURS": "hours",
-        "VALIDATION_ERROR": "Starting time should be before closing time.",
-        "CHOOSE": "Choose"
+        "UNAVAILABLE": "不可用",
+        "HOURS": "小时",
+        "VALIDATION_ERROR": "起始时间应在结束时间之前。",
+        "CHOOSE": "选择"
       },
-      "ALL_DAY": "All-Day"
+      "ALL_DAY": "全天"
     },
     "IMAP": {
       "TITLE": "IMAP",
-      "SUBTITLE": "Set your IMAP details",
-      "NOTE_TEXT": "To enable SMTP, please configure IMAP.",
-      "UPDATE": "Update IMAP settings",
-      "TOGGLE_AVAILABILITY": "Enable IMAP configuration for this inbox",
-      "TOGGLE_HELP": "Enabling IMAP will help the user to recieve email",
+      "SUBTITLE": "设置您的 IMAP 详情",
+      "NOTE_TEXT": "要启用 SMTP，请配置 IMAP。",
+      "UPDATE": "更新 IMAP 设置",
+      "TOGGLE_AVAILABILITY": "为此收件箱启用 IMAP 配置",
+      "TOGGLE_HELP": "启用 IMAP 将帮助用户接收电子邮件",
       "EDIT": {
-        "SUCCESS_MESSAGE": "IMAP settings updated successfully",
-        "ERROR_MESSAGE": "Unable to update IMAP settings"
+        "SUCCESS_MESSAGE": "IMAP 设置更新成功",
+        "ERROR_MESSAGE": "无法更新 IMAP 设置"
       },
       "ADDRESS": {
-        "LABEL": "Address",
-        "PLACE_HOLDER": "Address (Eg: imap.gmail.com)"
+        "LABEL": "地址",
+        "PLACE_HOLDER": "地址 (例如：imap.gmail.com)"
       },
       "PORT": {
-        "LABEL": "Port",
-        "PLACE_HOLDER": "Port"
+        "LABEL": "端口",
+        "PLACE_HOLDER": "端口"
       },
       "LOGIN": {
         "LABEL": "登录",
@@ -606,11 +606,11 @@
         "LABEL": "密码",
         "PLACE_HOLDER": "密码"
       },
-      "ENABLE_SSL": "Enable SSL"
+      "ENABLE_SSL": "启用 SSL"
     },
     "MICROSOFT": {
       "TITLE": "Microsoft",
-      "SUBTITLE": "Reauthorize your MICROSOFT account"
+      "SUBTITLE": "重新授权您的 Microsoft 帐户"
     },
     "SMTP": {
       "TITLE": "SMTP",
@@ -623,12 +623,12 @@
         "ERROR_MESSAGE": "Unable to update SMTP settings"
       },
       "ADDRESS": {
-        "LABEL": "Address",
+        "LABEL": "地址",
         "PLACE_HOLDER": "Address (Eg: smtp.gmail.com)"
       },
       "PORT": {
-        "LABEL": "Port",
-        "PLACE_HOLDER": "Port"
+        "LABEL": "端口",
+        "PLACE_HOLDER": "端口"
       },
       "LOGIN": {
         "LABEL": "登录",
@@ -725,15 +725,15 @@
           "ONLINE": "We are Online",
           "OFFLINE": "当前已离线"
         },
-        "USER_MESSAGE": "Hi",
-        "AGENT_MESSAGE": "Hello"
+        "USER_MESSAGE": "嗨",
+        "AGENT_MESSAGE": "您好"
       },
       "BRANDING_TEXT": "由 Chatwoot 支持",
       "SCRIPT_SETTINGS": "\n      window.chatwootSettings = {options};"
     },
     "EMAIL_PROVIDERS": {
       "MICROSOFT": "Microsoft",
-      "OTHER_PROVIDERS": "Other Providers"
+      "OTHER_PROVIDERS": "其他提供商"
     }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/zh_CN/integrations.json b/app/javascript/dashboard/i18n/locale/zh_CN/integrations.json
index 552df8c57..fee98b36f 100644
--- a/app/javascript/dashboard/i18n/locale/zh_CN/integrations.json
+++ b/app/javascript/dashboard/i18n/locale/zh_CN/integrations.json
@@ -10,13 +10,13 @@
           "LABEL": "事件",
           "EVENTS": {
             "CONVERSATION_CREATED": "对话创建",
-            "CONVERSATION_STATUS_CHANGED": "Conversation Status Changed",
-            "CONVERSATION_UPDATED": "Conversation Updated",
-            "MESSAGE_CREATED": "Message created",
-            "MESSAGE_UPDATED": "Message updated",
-            "WEBWIDGET_TRIGGERED": "Live chat widget opened by the user",
-            "CONTACT_CREATED": "Contact created",
-            "CONTACT_UPDATED": "Contact updated"
+            "CONVERSATION_STATUS_CHANGED": "对话状态已更改",
+            "CONVERSATION_UPDATED": "对话已更新",
+            "MESSAGE_CREATED": "信息已创建",
+            "MESSAGE_UPDATED": "信息已更新",
+            "WEBWIDGET_TRIGGERED": "用户打开实时聊天小部件",
+            "CONTACT_CREATED": "联系人已创建",
+            "CONTACT_UPDATED": "联系人已更新"
           }
         },
         "END_POINT": {
@@ -24,7 +24,7 @@
           "PLACEHOLDER": "例如：https://example/api/webhook",
           "ERROR": "请输入一个有效的 URL"
         },
-        "EDIT_SUBMIT": "Update webhook",
+        "EDIT_SUBMIT": "更新 webhook",
         "ADD_SUBMIT": "创建 webhook"
       },
       "TITLE": "回调接口地址",
@@ -44,9 +44,9 @@
       },
       "EDIT": {
         "BUTTON_TEXT": "编辑",
-        "TITLE": "Edit webhook",
+        "TITLE": "编辑 webhook",
         "API": {
-          "SUCCESS_MESSAGE": "Webhook configuration updated successfully",
+          "SUCCESS_MESSAGE": "Webhook 配置更新成功",
           "ERROR_MESSAGE": "无法连接服务器，请稍后再试"
         }
       },
@@ -54,7 +54,7 @@
         "CANCEL": "取消操作",
         "TITLE": "添加新的 webhook",
         "API": {
-          "SUCCESS_MESSAGE": "Webhook configuration added successfully",
+          "SUCCESS_MESSAGE": "Webhook 配置添加成功",
           "ERROR_MESSAGE": "无法连接服务器，请稍后再试"
         }
       },
diff --git a/app/javascript/dashboard/i18n/locale/zh_CN/report.json b/app/javascript/dashboard/i18n/locale/zh_CN/report.json
index 451f709ee..512701e51 100644
--- a/app/javascript/dashboard/i18n/locale/zh_CN/report.json
+++ b/app/javascript/dashboard/i18n/locale/zh_CN/report.json
@@ -35,6 +35,14 @@
         "NAME": "已解决的数量",
         "DESC": "(总计)"
       },
+      "BOT_RESOLUTION_COUNT": {
+        "NAME": "已解决的数量",
+        "DESC": "(总计)"
+      },
+      "BOT_HANDOFF_COUNT": {
+        "NAME": "Handoff Count",
+        "DESC": "(总计)"
+      },
       "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": "没有检索到相关信息"
+    }
   },
   "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": "添加过滤器",
+      "CLEAR_ALL": "Clear all",
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "没有检索到相关信息",
+      "NO_FILTER": "No filters available",
+      "SEARCH": "Search filter",
+      "INPUT_PLACEHOLDER": {
+        "SLA": "SLA name",
+        "AGENTS": "客服名称",
+        "INBOXES": "收件箱名称",
+        "LABELS": "标签名称",
+        "TEAMS": "团队名称"
+      },
+      "SLA": "SLA Policy",
+      "INBOXES": "收件箱",
+      "AGENTS": "客服",
+      "LABELS": "标签",
+      "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": "会话",
+        "AGENT": "客服"
+      },
+      "VIEW_DETAILS": "View Details"
+    }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/zh_CN/settings.json b/app/javascript/dashboard/i18n/locale/zh_CN/settings.json
index 9206e6af1..925cee090 100644
--- a/app/javascript/dashboard/i18n/locale/zh_CN/settings.json
+++ b/app/javascript/dashboard/i18n/locale/zh_CN/settings.json
@@ -83,7 +83,10 @@
         "CONVERSATION_CREATION": "当对话分配给我时发送电子邮件通知",
         "CONVERSATION_MENTION": "Send email notifications when you are mentioned in a conversation",
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "在已分配的会话中创建新消息时发送电子邮件通知",
-        "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": "您的通知设置已成功更新",
@@ -98,7 +101,10 @@
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "在已分配的会话中创建新消息时发送推送通知",
         "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Send push notifications when a new message is created in a participating conversation",
         "HAS_ENABLED_PUSH": "您已启用此浏览器的推送。",
-        "REQUEST_PUSH": "启用推送通知"
+        "REQUEST_PUSH": "启用推送通知",
+        "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": "头像"
@@ -199,6 +205,7 @@
   "SIDEBAR": {
     "CURRENTLY_VIEWING_ACCOUNT": "Currently viewing:",
     "SWITCH": "Switch",
+    "INBOX_VIEW": "Inbox View",
     "CONVERSATIONS": "会话",
     "INBOX": "收件箱",
     "ALL_CONVERSATIONS": "所有会话",
@@ -237,6 +244,8 @@
     "CAMPAIGNS": "Campaigns",
     "ONGOING": "Ongoing",
     "ONE_OFF": "One off",
+    "REPORTS_SLA": "SLA",
+    "REPORTS_BOT": "机器人",
     "REPORTS_AGENT": "客服",
     "REPORTS_LABEL": "标签",
     "REPORTS_INBOX": "收件箱",
@@ -247,7 +256,7 @@
     "REPORTS_OVERVIEW": "Overview",
     "FACEBOOK_REAUTHORIZE": "您的 Facebook 连接已过期，请重新连接您的 Facebook 页面以继续服务",
     "HELP_CENTER": {
-      "TITLE": "Help Center",
+      "TITLE": "帮助中心",
       "ALL_ARTICLES": "All Articles",
       "MY_ARTICLES": "My Articles",
       "DRAFT": "Draft",
diff --git a/app/javascript/dashboard/i18n/locale/zh_CN/sla.json b/app/javascript/dashboard/i18n/locale/zh_CN/sla.json
index 0afe05c81..91a549677 100644
--- a/app/javascript/dashboard/i18n/locale/zh_CN/sla.json
+++ b/app/javascript/dashboard/i18n/locale/zh_CN/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": "没有任何项目符合此查询",
-    "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": [
-        "姓名：",
-        "描述信息",
-        "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": "出现错误，请重试"
       }
     },
-    "EDIT": {
-      "TITLE": "Edit SLA",
+    "DELETE": {
+      "TITLE": "Delete SLA",
       "API": {
-        "SUCCESS_MESSAGE": "SLA updated successfully",
+        "SUCCESS_MESSAGE": "SLA deleted successfully",
         "ERROR_MESSAGE": "出现错误，请重试"
+      },
+      "CONFIRM": {
+        "TITLE": "确认删除",
+        "MESSAGE": "Are you sure you want to delete ",
+        "YES": "是的，删除 ",
+        "NO": "不，保留 "
       }
+    },
+    "EVENTS": {
+      "TITLE": "SLA Misses",
+      "FRT": "首次响应时间",
+      "NRT": "Next response time",
+      "RT": "Resolution time",
+      "SHOW_MORE": "{count} more",
+      "HIDE": "Hide {count} rows"
     }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/zh_TW/contact.json b/app/javascript/dashboard/i18n/locale/zh_TW/contact.json
index c58ce3908..42d75710a 100644
--- a/app/javascript/dashboard/i18n/locale/zh_TW/contact.json
+++ b/app/javascript/dashboard/i18n/locale/zh_TW/contact.json
@@ -296,6 +296,8 @@
     "BUTTON": "新增自訂屬性",
     "NOT_AVAILABLE": "There are no custom attributes available for this contact.",
     "COPY_SUCCESSFUL": "成功複製到剪貼簿",
+    "SHOW_MORE": "Show all attributes",
+    "SHOW_LESS": "Show less attributes",
     "ACTIONS": {
       "COPY": "Copy attribute",
       "DELETE": "Delete attribute",
diff --git a/app/javascript/dashboard/i18n/locale/zh_TW/contactFilters.json b/app/javascript/dashboard/i18n/locale/zh_TW/contactFilters.json
index b60eb41fc..5fc6dc810 100644
--- a/app/javascript/dashboard/i18n/locale/zh_TW/contactFilters.json
+++ b/app/javascript/dashboard/i18n/locale/zh_TW/contactFilters.json
@@ -44,7 +44,8 @@
       "CUSTOM_ATTRIBUTE_CHECKBOX": "勾選框",
       "CREATED_AT": "建立於",
       "LAST_ACTIVITY": "最後活動",
-      "REFERER_LINK": "Referrer link"
+      "REFERER_LINK": "Referrer link",
+      "BLOCKED": "Blocked"
     },
     "GROUPS": {
       "STANDARD_FILTERS": "一般篩選條件",
diff --git a/app/javascript/dashboard/i18n/locale/zh_TW/conversation.json b/app/javascript/dashboard/i18n/locale/zh_TW/conversation.json
index 256da601d..9dc691df5 100644
--- a/app/javascript/dashboard/i18n/locale/zh_TW/conversation.json
+++ b/app/javascript/dashboard/i18n/locale/zh_TW/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": "標記為待處理",
diff --git a/app/javascript/dashboard/i18n/locale/zh_TW/general.json b/app/javascript/dashboard/i18n/locale/zh_TW/general.json
new file mode 100644
index 000000000..25bb4dfb7
--- /dev/null
+++ b/app/javascript/dashboard/i18n/locale/zh_TW/general.json
@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}
diff --git a/app/javascript/dashboard/i18n/locale/zh_TW/generalSettings.json b/app/javascript/dashboard/i18n/locale/zh_TW/generalSettings.json
index 567a1b8ef..2d3949f38 100644
--- a/app/javascript/dashboard/i18n/locale/zh_TW/generalSettings.json
+++ b/app/javascript/dashboard/i18n/locale/zh_TW/generalSettings.json
@@ -87,7 +87,10 @@
       "conversation_assignment": "對話已被指派",
       "assigned_conversation_new_message": "新訊息",
       "participating_conversation_new_message": "新訊息",
-      "conversation_mention": "被提及"
+      "conversation_mention": "被提及",
+      "sla_missed_first_response": "SLA Missed",
+      "sla_missed_next_response": "SLA Missed",
+      "sla_missed_resolution": "SLA Missed"
     }
   },
   "NETWORK": {
diff --git a/app/javascript/dashboard/i18n/locale/zh_TW/inbox.json b/app/javascript/dashboard/i18n/locale/zh_TW/inbox.json
index 6911a132d..6406bbf65 100644
--- a/app/javascript/dashboard/i18n/locale/zh_TW/inbox.json
+++ b/app/javascript/dashboard/i18n/locale/zh_TW/inbox.json
@@ -4,24 +4,28 @@
       "TITLE": "收件匣",
       "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": "返回"
     },
     "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",
diff --git a/app/javascript/dashboard/i18n/locale/zh_TW/report.json b/app/javascript/dashboard/i18n/locale/zh_TW/report.json
index 2923c6ace..4213a703b 100644
--- a/app/javascript/dashboard/i18n/locale/zh_TW/report.json
+++ b/app/javascript/dashboard/i18n/locale/zh_TW/report.json
@@ -35,6 +35,14 @@
         "NAME": "已解決的數量",
         "DESC": "(總計)"
       },
+      "BOT_RESOLUTION_COUNT": {
+        "NAME": "已解決的數量",
+        "DESC": "(總計)"
+      },
+      "BOT_HANDOFF_COUNT": {
+        "NAME": "Handoff Count",
+        "DESC": "(總計)"
+      },
       "REPLY_TIME": {
         "NAME": "Customer waiting time",
         "TOOLTIP_TEXT": "Waiting time is %{metricValue} (based on %{conversationCount} replies)"
@@ -130,7 +138,11 @@
         "groupBy": "Month"
       }
     ],
-    "BUSINESS_HOURS": "服務時間"
+    "BUSINESS_HOURS": "服務時間",
+    "FILTER_ACTIONS": {
+      "CLEAR_FILTER": "Clear filter",
+      "EMPTY_LIST": "No results found"
+    }
   },
   "AGENT_REPORTS": {
     "HEADER": "客服總覽",
@@ -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": "總覽",
     "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": "添加查詢條件",
+      "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": "客服名稱",
+        "INBOXES": "收件匣名稱",
+        "LABELS": "標籤名稱",
+        "TEAMS": "團隊名稱"
+      },
+      "SLA": "SLA Policy",
+      "INBOXES": "收件匣",
+      "AGENTS": "客服",
+      "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": "對話",
+        "AGENT": "客服"
+      },
+      "VIEW_DETAILS": "View Details"
+    }
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/zh_TW/settings.json b/app/javascript/dashboard/i18n/locale/zh_TW/settings.json
index fd89fc8f3..170ea0382 100644
--- a/app/javascript/dashboard/i18n/locale/zh_TW/settings.json
+++ b/app/javascript/dashboard/i18n/locale/zh_TW/settings.json
@@ -83,7 +83,10 @@
         "CONVERSATION_CREATION": "當對話分配給我時發送電子信箱通知",
         "CONVERSATION_MENTION": "當你在對話中被提及時以 Email 通知",
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "當被指派的對話中有新訊息時以 Email 通知",
-        "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": "您的通知設定已成功更新",
@@ -98,7 +101,10 @@
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "當被指派的對話中有新訊息時以推播通知",
         "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Send push notifications when a new message is created in a participating conversation",
         "HAS_ENABLED_PUSH": "您已啟用此瀏覽器的推送。",
-        "REQUEST_PUSH": "啟用推送通知"
+        "REQUEST_PUSH": "啟用推送通知",
+        "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": "頭像"
@@ -199,6 +205,7 @@
   "SIDEBAR": {
     "CURRENTLY_VIEWING_ACCOUNT": "Currently viewing:",
     "SWITCH": "Switch",
+    "INBOX_VIEW": "Inbox View",
     "CONVERSATIONS": "會話",
     "INBOX": "收件匣",
     "ALL_CONVERSATIONS": "所有對話",
@@ -237,6 +244,8 @@
     "CAMPAIGNS": "Campaigns",
     "ONGOING": "Ongoing",
     "ONE_OFF": "One off",
+    "REPORTS_SLA": "SLA",
+    "REPORTS_BOT": "機器人",
     "REPORTS_AGENT": "客服",
     "REPORTS_LABEL": "標籤",
     "REPORTS_INBOX": "收件匣",
diff --git a/app/javascript/dashboard/i18n/locale/zh_TW/sla.json b/app/javascript/dashboard/i18n/locale/zh_TW/sla.json
index 638a17e91..4fbb66ae2 100644
--- a/app/javascript/dashboard/i18n/locale/zh_TW/sla.json
+++ b/app/javascript/dashboard/i18n/locale/zh_TW/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": "没有任何項目符合此查詢",
-    "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": [
-        "姓名",
-        "描述資訊",
-        "FRT",
-        "NRT",
-        "RT",
-        "服務時間"
-      ]
+      "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": "出現錯誤，請重試"
       }
     },
-    "EDIT": {
-      "TITLE": "Edit SLA",
+    "DELETE": {
+      "TITLE": "Delete SLA",
       "API": {
-        "SUCCESS_MESSAGE": "SLA updated successfully",
+        "SUCCESS_MESSAGE": "SLA deleted successfully",
         "ERROR_MESSAGE": "出現錯誤，請重試"
+      },
+      "CONFIRM": {
+        "TITLE": "確認刪除",
+        "MESSAGE": "Are you sure you want to delete ",
+        "YES": "是，刪除 ",
+        "NO": "不，保留 "
       }
+    },
+    "EVENTS": {
+      "TITLE": "SLA Misses",
+      "FRT": "首次回覆時間",
+      "NRT": "Next response time",
+      "RT": "Resolution time",
+      "SHOW_MORE": "{count} more",
+      "HIDE": "Hide {count} rows"
     }
   }
 }
diff --git a/app/javascript/dashboard/mixins/attributeMixin.js b/app/javascript/dashboard/mixins/attributeMixin.js
index 6348067b2..5bc05a4ae 100644
--- a/app/javascript/dashboard/mixins/attributeMixin.js
+++ b/app/javascript/dashboard/mixins/attributeMixin.js
@@ -29,33 +29,6 @@ export default {
     conversationId() {
       return this.currentChat.id;
     },
-
-    filteredAttributes() {
-      return Object.keys(this.customAttributes).map(key => {
-        const item = this.attributes.find(
-          attribute => attribute.attribute_key === key
-        );
-        if (item) {
-          return {
-            ...item,
-            value: this.customAttributes[key],
-          };
-        }
-
-        return {
-          ...item,
-          value: this.customAttributes[key],
-          attribute_description: key,
-          attribute_display_name: key,
-          attribute_display_type: this.attributeDisplayType(
-            this.customAttributes[key]
-          ),
-          attribute_key: key,
-          attribute_model: this.attributeType,
-          id: Math.random(),
-        };
-      });
-    },
   },
   methods: {
     isAttributeNumber(attributeValue) {
diff --git a/app/javascript/dashboard/mixins/conversation/labelMixin.js b/app/javascript/dashboard/mixins/conversation/labelMixin.js
index 622bd3519..6c9e954b6 100644
--- a/app/javascript/dashboard/mixins/conversation/labelMixin.js
+++ b/app/javascript/dashboard/mixins/conversation/labelMixin.js
@@ -4,10 +4,15 @@ export default {
   computed: {
     ...mapGetters({ accountLabels: 'labels/getLabels' }),
     savedLabels() {
+      // If conversationLabels is passed as prop, use it
+      if (this.conversationLabels)
+        return this.conversationLabels.split(',').map(item => item.trim());
+      // Otherwise, get labels from store
       return this.$store.getters['conversationLabels/getConversationLabels'](
         this.conversationId
       );
     },
+    // TODO - Get rid of this from the mixin
     activeLabels() {
       return this.accountLabels.filter(({ title }) =>
         this.savedLabels.includes(title)
diff --git a/app/javascript/dashboard/mixins/specs/attributeFixtures.js b/app/javascript/dashboard/mixins/specs/attributeFixtures.js
deleted file mode 100644
index 4ade79cde..000000000
--- a/app/javascript/dashboard/mixins/specs/attributeFixtures.js
+++ /dev/null
@@ -1,26 +0,0 @@
-export default [
-  {
-    attribute_description: 'Product name',
-    attribute_display_name: 'Product name',
-    attribute_display_type: 'text',
-    attribute_key: 'product_name',
-    attribute_model: 'conversation_attribute',
-    created_at: '2021-09-03T10:45:09.587Z',
-    default_value: null,
-    id: 6,
-    updated_at: '2021-09-22T10:40:42.511Z',
-  },
-  {
-    attribute_description: 'Product identifier',
-    attribute_display_name: 'Product id',
-    attribute_display_type: 'number',
-    attribute_key: 'product_id',
-    attribute_model: 'conversation_attribute',
-    created_at: '2021-09-16T13:06:47.329Z',
-    default_value: null,
-    icon: 'fluent-calculator',
-    id: 10,
-    updated_at: '2021-09-22T10:42:25.873Z',
-    value: 2021,
-  },
-];
diff --git a/app/javascript/dashboard/mixins/specs/attributeMixin.spec.js b/app/javascript/dashboard/mixins/specs/attributeMixin.spec.js
index 9a5efa463..d725f758c 100644
--- a/app/javascript/dashboard/mixins/specs/attributeMixin.spec.js
+++ b/app/javascript/dashboard/mixins/specs/attributeMixin.spec.js
@@ -1,7 +1,6 @@
 import { shallowMount, createLocalVue } from '@vue/test-utils';
 import attributeMixin from '../attributeMixin';
 import Vuex from 'vuex';
-import attributeFixtures from './attributeFixtures';
 
 const localVue = createLocalVue();
 localVue.use(Vuex);
@@ -41,43 +40,6 @@ describe('attributeMixin', () => {
     expect(wrapper.vm.conversationId).toEqual(7165);
   });
 
-  it('returns filtered attributes from conversation custom attributes', () => {
-    const Component = {
-      render() {},
-      title: 'TestComponent',
-      mixins: [attributeMixin],
-      computed: {
-        attributes() {
-          return attributeFixtures;
-        },
-        contact() {
-          return {
-            id: 7165,
-            custom_attributes: {
-              product_id: 2021,
-            },
-          };
-        },
-      },
-    };
-    const wrapper = shallowMount(Component, { store, localVue });
-    expect(wrapper.vm.filteredAttributes).toEqual([
-      {
-        attribute_description: 'Product identifier',
-        attribute_display_name: 'Product id',
-        attribute_display_type: 'number',
-        attribute_key: 'product_id',
-        attribute_model: 'conversation_attribute',
-        created_at: '2021-09-16T13:06:47.329Z',
-        default_value: null,
-        icon: 'fluent-calculator',
-        id: 10,
-        updated_at: '2021-09-22T10:42:25.873Z',
-        value: 2021,
-      },
-    ]);
-  });
-
   it('return display type if attribute passed', () => {
     const Component = {
       render() {},
diff --git a/app/javascript/dashboard/routes/dashboard/contacts/components/ContactInfoPanel.vue b/app/javascript/dashboard/routes/dashboard/contacts/components/ContactInfoPanel.vue
index d87615909..c7bc915b5 100644
--- a/app/javascript/dashboard/routes/dashboard/contacts/components/ContactInfoPanel.vue
+++ b/app/javascript/dashboard/routes/dashboard/contacts/components/ContactInfoPanel.vue
@@ -38,13 +38,10 @@
                 :contact-id="contact.id"
                 attribute-type="contact_attribute"
                 attribute-class="conversation--attribute"
+                attribute-from="contact_panel"
                 :custom-attributes="contact.custom_attributes"
                 class="even"
               />
-              <custom-attribute-selector
-                attribute-type="contact_attribute"
-                :contact-id="contact.id"
-              />
             </accordion-item>
           </div>
           <div v-if="element.name === 'contact_labels'">
@@ -85,7 +82,6 @@ import ContactConversations from 'dashboard/routes/dashboard/conversation/Contac
 import ContactInfo from 'dashboard/routes/dashboard/conversation/contact/ContactInfo.vue';
 import ContactLabel from 'dashboard/routes/dashboard/contacts/components/ContactLabels.vue';
 import CustomAttributes from 'dashboard/routes/dashboard/conversation/customAttributes/CustomAttributes.vue';
-import CustomAttributeSelector from 'dashboard/routes/dashboard/conversation/customAttributes/CustomAttributeSelector.vue';
 import draggable from 'vuedraggable';
 import uiSettingsMixin from 'dashboard/mixins/uiSettings';
 
@@ -96,7 +92,6 @@ export default {
     ContactInfo,
     ContactLabel,
     CustomAttributes,
-    CustomAttributeSelector,
     draggable,
   },
   mixins: [uiSettingsMixin],
diff --git a/app/javascript/dashboard/routes/dashboard/contacts/components/ContactsAdvancedFilters.vue b/app/javascript/dashboard/routes/dashboard/contacts/components/ContactsAdvancedFilters.vue
index 41ceb25e5..6f5e92017 100644
--- a/app/javascript/dashboard/routes/dashboard/contacts/components/ContactsAdvancedFilters.vue
+++ b/app/javascript/dashboard/routes/dashboard/contacts/components/ContactsAdvancedFilters.vue
@@ -243,7 +243,7 @@ export default {
           attr.attribute_display_type === 'checkbox'
         );
       });
-      if (isCustomAttributeCheckbox) {
+      if (isCustomAttributeCheckbox || type === 'blocked') {
         return [
           {
             id: true,
diff --git a/app/javascript/dashboard/routes/dashboard/contacts/components/ContactsView.vue b/app/javascript/dashboard/routes/dashboard/contacts/components/ContactsView.vue
index 81973a395..41e0dff56 100644
--- a/app/javascript/dashboard/routes/dashboard/contacts/components/ContactsView.vue
+++ b/app/javascript/dashboard/routes/dashboard/contacts/components/ContactsView.vue
@@ -25,6 +25,7 @@
         @on-sort-change="onSortChange"
       />
       <table-footer
+        class="border-t border-slate-75 dark:border-slate-700/50"
         :current-page="Number(meta.currentPage)"
         :total-count="meta.count"
         :page-size="15"
diff --git a/app/javascript/dashboard/routes/dashboard/contacts/contactFilterItems/index.js b/app/javascript/dashboard/routes/dashboard/contacts/contactFilterItems/index.js
index 2d54c37bc..59376f8ef 100644
--- a/app/javascript/dashboard/routes/dashboard/contacts/contactFilterItems/index.js
+++ b/app/javascript/dashboard/routes/dashboard/contacts/contactFilterItems/index.js
@@ -76,6 +76,14 @@ const filterTypes = [
     filterOperators: OPERATOR_TYPES_5,
     attributeModel: 'standard',
   },
+  {
+    attributeKey: 'blocked',
+    attributeI18nKey: 'BLOCKED',
+    inputType: 'search_select',
+    dataType: 'text',
+    filterOperators: OPERATOR_TYPES_1,
+    attributeModel: 'standard',
+  },
 ];
 
 export const filterAttributeGroups = [
@@ -115,6 +123,10 @@ export const filterAttributeGroups = [
         key: 'last_activity_at',
         i18nKey: 'LAST_ACTIVITY',
       },
+      {
+        key: 'blocked',
+        i18nKey: 'BLOCKED',
+      },
     ],
   },
 ];
diff --git a/app/javascript/dashboard/routes/dashboard/conversation/ContactPanel.vue b/app/javascript/dashboard/routes/dashboard/conversation/ContactPanel.vue
index 397888b1c..81c889b21 100644
--- a/app/javascript/dashboard/routes/dashboard/conversation/ContactPanel.vue
+++ b/app/javascript/dashboard/routes/dashboard/conversation/ContactPanel.vue
@@ -87,10 +87,7 @@
                 attribute-type="contact_attribute"
                 attribute-class="conversation--attribute"
                 class="even"
-                :contact-id="contact.id"
-              />
-              <custom-attribute-selector
-                attribute-type="contact_attribute"
+                attribute-from="conversation_contact_panel"
                 :contact-id="contact.id"
               />
             </accordion-item>
@@ -142,7 +139,6 @@ import ConversationParticipant from './ConversationParticipant.vue';
 import ContactInfo from './contact/ContactInfo.vue';
 import ConversationInfo from './ConversationInfo.vue';
 import CustomAttributes from './customAttributes/CustomAttributes.vue';
-import CustomAttributeSelector from './customAttributes/CustomAttributeSelector.vue';
 import draggable from 'vuedraggable';
 import uiSettingsMixin from 'dashboard/mixins/uiSettings';
 import MacrosList from './Macros/List.vue';
@@ -154,7 +150,6 @@ export default {
     ContactInfo,
     ConversationInfo,
     CustomAttributes,
-    CustomAttributeSelector,
     ConversationAction,
     ConversationParticipant,
     draggable,
diff --git a/app/javascript/dashboard/routes/dashboard/conversation/ConversationInfo.vue b/app/javascript/dashboard/routes/dashboard/conversation/ConversationInfo.vue
index 7609e949e..5f488341d 100644
--- a/app/javascript/dashboard/routes/dashboard/conversation/ConversationInfo.vue
+++ b/app/javascript/dashboard/routes/dashboard/conversation/ConversationInfo.vue
@@ -1,152 +1,109 @@
-<template>
-  <div class="conversation--details">
-    <contact-details-item
-      v-if="initiatedAt"
-      :title="$t('CONTACT_PANEL.INITIATED_AT')"
-      :value="initiatedAt.timestamp"
-      class="conversation--attribute"
-    />
-    <contact-details-item
-      v-if="browserLanguage"
-      :title="$t('CONTACT_PANEL.BROWSER_LANGUAGE')"
-      :value="browserLanguage"
-      class="conversation--attribute"
-    />
-    <contact-details-item
-      v-if="referer"
-      :title="$t('CONTACT_PANEL.INITIATED_FROM')"
-      :value="referer"
-      class="conversation--attribute"
-    >
-      <a :href="referer" rel="noopener noreferrer nofollow" target="_blank">
-        {{ referer }}
-      </a>
-    </contact-details-item>
-    <contact-details-item
-      v-if="browserName"
-      :title="$t('CONTACT_PANEL.BROWSER')"
-      :value="browserName"
-      class="conversation--attribute"
-    />
-    <contact-details-item
-      v-if="platformName"
-      :title="$t('CONTACT_PANEL.OS')"
-      :value="platformName"
-      class="conversation--attribute"
-    />
-    <contact-details-item
-      v-if="ipAddress"
-      :title="$t('CONTACT_PANEL.IP_ADDRESS')"
-      :value="ipAddress"
-      class="conversation--attribute"
-    />
-    <custom-attributes
-      attribute-type="conversation_attribute"
-      attribute-class="conversation--attribute"
-      :class="customAttributeRowClass"
-    />
-    <custom-attribute-selector attribute-type="conversation_attribute" />
-  </div>
-</template>
-
-<script>
-import { getLanguageName } from '../../../components/widgets/conversation/advancedFilterItems/languages';
+<script setup>
+import { computed } from 'vue';
+import { getLanguageName } from 'dashboard/components/widgets/conversation/advancedFilterItems/languages';
 import ContactDetailsItem from './ContactDetailsItem.vue';
 import CustomAttributes from './customAttributes/CustomAttributes.vue';
-import CustomAttributeSelector from './customAttributes/CustomAttributeSelector.vue';
+const props = defineProps({
+  conversationAttributes: {
+    type: Object,
+    default: () => ({}),
+  },
+  contactAttributes: {
+    type: Object,
+    default: () => ({}),
+  },
+});
 
-export default {
-  components: {
-    ContactDetailsItem,
-    CustomAttributes,
-    CustomAttributeSelector,
-  },
-  props: {
-    conversationAttributes: {
-      type: Object,
-      default: () => ({}),
-    },
-    contactAttributes: {
-      type: Object,
-      default: () => ({}),
-    },
-  },
-  STATIC_ATTRIBUTES: [
+const referer = computed(() => props.conversationAttributes.referer);
+const initiatedAt = computed(
+  () => props.conversationAttributes.initiated_at?.timestamp
+);
+
+const browserInfo = props.conversationAttributes.browser;
+
+const browserName = computed(() => {
+  if (!browserInfo) return '';
+  const { browser_name: name = '', browser_version: version = '' } =
+    browserInfo;
+  return `${name} ${version}`;
+});
+
+const browserLanguage = computed(() =>
+  getLanguageName(props.conversationAttributes.browser_language)
+);
+
+const platformName = computed(() => {
+  if (!browserInfo) return '';
+  const { platform_name: name = '', platform_version: version = '' } =
+    browserInfo;
+  return `${name} ${version}`;
+});
+
+const createdAtIp = computed(() => props.contactAttributes.created_at_ip);
+
+const staticElements = computed(() =>
+  [
     {
-      name: 'initiated_at',
-      label: 'CONTACT_PANEL.INITIATED_AT',
+      content: initiatedAt,
+      title: 'CONTACT_PANEL.INITIATED_AT',
     },
     {
-      name: 'referer',
-      label: 'CONTACT_PANEL.BROWSER',
+      content: browserLanguage,
+      title: 'CONTACT_PANEL.BROWSER_LANGUAGE',
     },
     {
-      name: 'browserName',
-      label: 'CONTACT_PANEL.BROWSER',
+      content: referer,
+      title: 'CONTACT_PANEL.INITIATED_FROM',
+      type: 'link',
     },
     {
-      name: 'platformName',
-      label: 'CONTACT_PANEL.OS',
+      content: browserName,
+      title: 'CONTACT_PANEL.BROWSER',
     },
     {
-      name: 'ipAddress',
-      label: 'CONTACT_PANEL.IP_ADDRESS',
+      content: platformName,
+      title: 'CONTACT_PANEL.OS',
     },
-  ],
-  computed: {
-    referer() {
-      return this.conversationAttributes.referer;
+    {
+      content: createdAtIp,
+      title: 'CONTACT_PANEL.IP_ADDRESS',
     },
-    initiatedAt() {
-      return this.conversationAttributes.initiated_at;
-    },
-    browserName() {
-      if (!this.conversationAttributes.browser) {
-        return '';
-      }
-      const {
-        browser_name: browserName = '',
-        browser_version: browserVersion = '',
-      } = this.conversationAttributes.browser;
-      return `${browserName} ${browserVersion}`;
-    },
-    browserLanguage() {
-      return getLanguageName(this.conversationAttributes.browser_language);
-    },
-    platformName() {
-      if (!this.conversationAttributes.browser) {
-        return '';
-      }
-      const { platform_name: platformName, platform_version: platformVersion } =
-        this.conversationAttributes.browser;
-      return `${platformName || ''} ${platformVersion || ''}`;
-    },
-    ipAddress() {
-      const { created_at_ip: createdAtIp } = this.contactAttributes;
-      return createdAtIp;
-    },
-    customAttributeRowClass() {
-      const attributes = [
-        'initiatedAt',
-        'referer',
-        'browserName',
-        'platformName',
-        'ipAddress',
-      ];
-      const availableAttributes = attributes.filter(
-        attribute => !!this[attribute]
-      );
-      return availableAttributes.length % 2 === 0 ? 'even' : 'odd';
-    },
-  },
-};
+  ].filter(attribute => !!attribute.content.value)
+);
 </script>
+
+<template>
+  <div class="conversation--details">
+    <ContactDetailsItem
+      v-for="element in staticElements"
+      :key="element.title"
+      :title="$t(element.title)"
+      :value="element.content.value"
+      class="conversation--attribute"
+    >
+      <a
+        v-if="element.type === 'link'"
+        :href="referer"
+        rel="noopener noreferrer nofollow"
+        target="_blank"
+        class="text-woot-400 dark:text-woot-600"
+      >
+        {{ referer }}
+      </a>
+    </ContactDetailsItem>
+    <CustomAttributes
+      :class="staticElements.length % 2 === 0 ? 'even' : 'odd'"
+      attribute-class="conversation--attribute"
+      attribute-from="conversation_panel"
+      attribute-type="conversation_attribute"
+    />
+  </div>
+</template>
 <style scoped lang="scss">
 .conversation--attribute {
-  @apply border-slate-50 dark:border-slate-700 border-b border-solid;
-
+  @apply border-slate-50 dark:border-slate-700/50 border-b border-solid;
   &:nth-child(2n) {
-    @apply bg-slate-25 dark:bg-slate-800;
+    @apply bg-slate-25 dark:bg-slate-800/50;
   }
 }
 </style>
diff --git a/app/javascript/dashboard/routes/dashboard/conversation/contact/ContactForm.vue b/app/javascript/dashboard/routes/dashboard/conversation/contact/ContactForm.vue
index bbe545a3d..b958d4211 100644
--- a/app/javascript/dashboard/routes/dashboard/conversation/contact/ContactForm.vue
+++ b/app/javascript/dashboard/routes/dashboard/conversation/contact/ContactForm.vue
@@ -125,8 +125,9 @@
       >
         <span
           class="flex items-center h-10 px-2 text-sm border-solid bg-slate-50 border-y ltr:border-l rtl:border-r ltr:rounded-l-md rtl:rounded-r-md dark:bg-slate-700 text-slate-800 dark:text-slate-100 border-slate-200 dark:border-slate-600"
-          >{{ socialProfile.prefixURL }}</span
         >
+          {{ socialProfile.prefixURL }}
+        </span>
         <input
           v-model="socialProfileUserNames[socialProfile.key]"
           class="input-group-field ltr:rounded-l-none rtl:rounded-r-none !mb-0"
diff --git a/app/javascript/dashboard/routes/dashboard/conversation/customAttributes/CustomAttributeDropDown.vue b/app/javascript/dashboard/routes/dashboard/conversation/customAttributes/CustomAttributeDropDown.vue
deleted file mode 100644
index c568a0aac..000000000
--- a/app/javascript/dashboard/routes/dashboard/conversation/customAttributes/CustomAttributeDropDown.vue
+++ /dev/null
@@ -1,114 +0,0 @@
-<template>
-  <div class="flex flex-col w-full max-h-[12.5rem]">
-    <h4
-      class="text-sm text-slate-800 dark:text-slate-100 mb-1 overflow-hidden whitespace-nowrap text-ellipsis flex-grow"
-    >
-      {{ $t('CUSTOM_ATTRIBUTES.FORM.ATTRIBUTE_SELECT.TITLE') }}
-    </h4>
-    <div class="mb-2 flex-shrink-0 flex-grow-0 flex-auto max-h-8">
-      <input
-        ref="searchbar"
-        v-model="search"
-        type="text"
-        class="search-input"
-        autofocus="true"
-        :placeholder="$t('CUSTOM_ATTRIBUTES.FORM.ATTRIBUTE_SELECT.PLACEHOLDER')"
-      />
-    </div>
-    <div
-      class="flex justify-start items-start flex-grow flex-shrink flex-auto overflow-auto h-32"
-    >
-      <div class="w-full h-full">
-        <woot-dropdown-menu>
-          <custom-attribute-drop-down-item
-            v-for="attribute in filteredAttributes"
-            :key="attribute.attribute_display_name"
-            :title="attribute.attribute_display_name"
-            @click="onAddAttribute(attribute)"
-          />
-        </woot-dropdown-menu>
-        <div
-          v-if="noResult"
-          class="w-full justify-center items-center flex mb-2 h-[70%] text-slate-500 dark:text-slate-300 py-2 px-2.5 overflow-hidden whitespace-nowrap text-ellipsis text-sm"
-        >
-          {{ $t('CUSTOM_ATTRIBUTES.FORM.ATTRIBUTE_SELECT.NO_RESULT') }}
-        </div>
-        <woot-button
-          class="float-right"
-          icon="add"
-          size="tiny"
-          @click="addNewAttribute"
-        >
-          {{ $t('CUSTOM_ATTRIBUTES.FORM.ADD.TITLE') }}
-        </woot-button>
-      </div>
-    </div>
-  </div>
-</template>
-
-<script>
-import CustomAttributeDropDownItem from './CustomAttributeDropDownItem.vue';
-import attributeMixin from 'dashboard/mixins/attributeMixin';
-export default {
-  components: {
-    CustomAttributeDropDownItem,
-  },
-  mixins: [attributeMixin],
-  props: {
-    attributeType: {
-      type: String,
-      default: 'conversation_attribute',
-    },
-    contactId: { type: Number, default: null },
-  },
-
-  data() {
-    return {
-      search: '',
-    };
-  },
-
-  computed: {
-    filteredAttributes() {
-      return this.attributes
-        .filter(
-          item =>
-            !Object.keys(this.customAttributes).includes(item.attribute_key)
-        )
-        .filter(attribute => {
-          return attribute.attribute_display_name
-            .toLowerCase()
-            .includes(this.search.toLowerCase());
-        });
-    },
-
-    noResult() {
-      return this.filteredAttributes.length === 0;
-    },
-  },
-
-  mounted() {
-    this.focusInput();
-  },
-
-  methods: {
-    focusInput() {
-      this.$refs.searchbar.focus();
-    },
-    addNewAttribute() {
-      this.$router.push(
-        `/app/accounts/${this.accountId}/settings/custom-attributes/list`
-      );
-    },
-    async onAddAttribute(attribute) {
-      this.$emit('add-attribute', attribute);
-    },
-  },
-};
-</script>
-
-<style lang="scss" scoped>
-.search-input {
-  @apply m-0 w-full border border-solid border-transparent h-8 text-sm text-slate-700 dark:text-slate-100 rounded-md focus:border-woot-500 bg-slate-50 dark:bg-slate-900;
-}
-</style>
diff --git a/app/javascript/dashboard/routes/dashboard/conversation/customAttributes/CustomAttributeDropDownItem.vue b/app/javascript/dashboard/routes/dashboard/conversation/customAttributes/CustomAttributeDropDownItem.vue
deleted file mode 100644
index 8bae9c1b0..000000000
--- a/app/javascript/dashboard/routes/dashboard/conversation/customAttributes/CustomAttributeDropDownItem.vue
+++ /dev/null
@@ -1,79 +0,0 @@
-<template>
-  <woot-dropdown-item>
-    <woot-button variant="clear" @click="onClick">
-      <span class="label-text" :title="title">{{ title }}</span>
-    </woot-button>
-  </woot-dropdown-item>
-</template>
-
-<script>
-export default {
-  name: 'AttributeDropDownItem',
-  props: {
-    title: {
-      type: String,
-      default: '',
-    },
-  },
-
-  methods: {
-    onClick() {
-      this.$emit('click', this.title);
-    },
-  },
-};
-</script>
-
-<style lang="scss" scoped>
-.item-wrap {
-  display: flex;
-
-  ::v-deep .button__content {
-    width: 100%;
-  }
-
-  .button-wrap {
-    display: flex;
-    justify-content: space-between;
-    width: 100%;
-
-    &.active {
-      display: flex;
-      font-weight: var(--font-weight-bold);
-      color: var(--w-700);
-    }
-
-    .name-label-wrap {
-      display: flex;
-      min-width: 0;
-      width: 100%;
-
-      .label-color--display {
-        margin-right: var(--space-small);
-      }
-
-      .label-text {
-        overflow: hidden;
-        text-overflow: ellipsis;
-        white-space: nowrap;
-        line-height: 1.1;
-        padding-right: var(--space-small);
-        padding-left: var(--space-small);
-      }
-
-      .icon {
-        font-size: var(--font-size-small);
-      }
-    }
-  }
-
-  .label-color--display {
-    border-radius: var(--border-radius-normal);
-    height: var(--space-slab);
-    margin-right: var(--space-smaller);
-    margin-top: var(--space-micro);
-    min-width: var(--space-slab);
-    width: var(--space-slab);
-  }
-}
-</style>
diff --git a/app/javascript/dashboard/routes/dashboard/conversation/customAttributes/CustomAttributeSelector.vue b/app/javascript/dashboard/routes/dashboard/conversation/customAttributes/CustomAttributeSelector.vue
deleted file mode 100644
index 60ef9d860..000000000
--- a/app/javascript/dashboard/routes/dashboard/conversation/customAttributes/CustomAttributeSelector.vue
+++ /dev/null
@@ -1,138 +0,0 @@
-<template>
-  <div class="custom-attribute--selector">
-    <div
-      v-on-clickaway="closeDropdown"
-      class="label-wrap"
-      @keyup.esc="closeDropdown"
-    >
-      <woot-button
-        size="small"
-        variant="link"
-        icon="add"
-        @click="toggleAttributeDropDown"
-      >
-        {{ $t('CUSTOM_ATTRIBUTES.ADD_BUTTON_TEXT') }}
-      </woot-button>
-
-      <div class="dropdown-wrap">
-        <div
-          :class="{ 'dropdown-pane--open': showAttributeDropDown }"
-          class="dropdown-pane"
-        >
-          <custom-attribute-drop-down
-            v-if="showAttributeDropDown"
-            :attribute-type="attributeType"
-            :contact-id="contactId"
-            @add-attribute="addAttribute"
-          />
-        </div>
-      </div>
-    </div>
-  </div>
-</template>
-
-<script>
-import CustomAttributeDropDown from './CustomAttributeDropDown.vue';
-import alertMixin from 'shared/mixins/alertMixin';
-import attributeMixin from 'dashboard/mixins/attributeMixin';
-import { mixin as clickaway } from 'vue-clickaway';
-import { BUS_EVENTS } from 'shared/constants/busEvents';
-
-export default {
-  components: {
-    CustomAttributeDropDown,
-  },
-  mixins: [clickaway, alertMixin, attributeMixin],
-  props: {
-    attributeType: {
-      type: String,
-      default: 'conversation_attribute',
-    },
-    contactId: { type: Number, default: null },
-  },
-  data() {
-    return {
-      showAttributeDropDown: false,
-    };
-  },
-  methods: {
-    async addAttribute(attribute) {
-      try {
-        const {
-          attribute_key: attributeKey,
-          attribute_display_type: attributeDisplayType,
-          default_value: attributeDefaultValue,
-        } = attribute;
-        const isCheckbox = attributeDisplayType === 'checkbox';
-        const defaultValue = isCheckbox ? false : attributeDefaultValue || null;
-        if (this.attributeType === 'conversation_attribute') {
-          await this.$store.dispatch('updateCustomAttributes', {
-            conversationId: this.conversationId,
-            customAttributes: {
-              ...this.customAttributes,
-              [attributeKey]: defaultValue,
-            },
-          });
-        } else {
-          await this.$store.dispatch('contacts/update', {
-            id: this.contactId,
-            custom_attributes: {
-              ...this.customAttributes,
-              [attributeKey]: defaultValue,
-            },
-          });
-        }
-        bus.$emit(BUS_EVENTS.FOCUS_CUSTOM_ATTRIBUTE, attributeKey);
-        this.showAlert(this.$t('CUSTOM_ATTRIBUTES.FORM.ADD.SUCCESS'));
-      } catch (error) {
-        const errorMessage =
-          error?.response?.message ||
-          this.$t('CUSTOM_ATTRIBUTES.FORM.ADD.ERROR');
-        this.showAlert(errorMessage);
-      } finally {
-        this.closeDropdown();
-      }
-    },
-
-    toggleAttributeDropDown() {
-      this.showAttributeDropDown = !this.showAttributeDropDown;
-    },
-
-    closeDropdown() {
-      this.showAttributeDropDown = false;
-    },
-  },
-};
-</script>
-
-<style lang="scss" scoped>
-.custom-attribute--selector {
-  width: 100%;
-  padding: var(--space-slab) var(--space-normal);
-
-  .label-wrap {
-    line-height: var(--space-medium);
-    position: relative;
-
-    .dropdown-wrap {
-      display: flex;
-      left: -1px;
-      margin-right: var(--space-medium);
-      position: absolute;
-      top: var(--space-medium);
-      width: 100%;
-
-      .dropdown-pane {
-        width: 100%;
-        box-sizing: border-box;
-      }
-    }
-  }
-}
-
-.error {
-  color: var(--r-500);
-  font-size: var(--font-size-mini);
-  font-weight: var(--font-weight-medium);
-}
-</style>
diff --git a/app/javascript/dashboard/routes/dashboard/conversation/customAttributes/CustomAttributes.vue b/app/javascript/dashboard/routes/dashboard/conversation/customAttributes/CustomAttributes.vue
index ca721d4d8..cf54e7087 100644
--- a/app/javascript/dashboard/routes/dashboard/conversation/customAttributes/CustomAttributes.vue
+++ b/app/javascript/dashboard/routes/dashboard/conversation/customAttributes/CustomAttributes.vue
@@ -1,23 +1,35 @@
 <template>
   <div class="custom-attributes--panel">
     <custom-attribute
-      v-for="attribute in filteredAttributes"
+      v-for="attribute in displayedAttributes"
       :key="attribute.id"
       :attribute-key="attribute.attribute_key"
       :attribute-type="attribute.attribute_display_type"
       :values="attribute.attribute_values"
       :label="attribute.attribute_display_name"
-      :icon="attribute.icon"
-      emoji=""
       :value="attribute.value"
       :show-actions="true"
       :attribute-regex="attribute.regex_pattern"
       :regex-cue="attribute.regex_cue"
       :class="attributeClass"
+      :contact-id="contactId"
       @update="onUpdate"
       @delete="onDelete"
       @copy="onCopy"
     />
+    <!-- Show more and show less buttons show it if the filteredAttributes length is greater than 5 -->
+    <div v-if="filteredAttributes.length > 5" class="flex px-2 py-2">
+      <woot-button
+        size="small"
+        :icon="showAllAttributes ? 'chevron-up' : 'chevron-down'"
+        variant="clear"
+        color-scheme="primary"
+        class="!px-2 hover:!bg-transparent dark:hover:!bg-transparent"
+        @click="onClickToggle"
+      >
+        {{ toggleButtonText }}
+      </woot-button>
+    </div>
   </div>
 </template>
 
@@ -25,13 +37,14 @@
 import CustomAttribute from 'dashboard/components/CustomAttribute.vue';
 import alertMixin from 'shared/mixins/alertMixin';
 import attributeMixin from 'dashboard/mixins/attributeMixin';
+import uiSettingsMixin from 'dashboard/mixins/uiSettings';
 import { copyTextToClipboard } from 'shared/helpers/clipboard';
 
 export default {
   components: {
     CustomAttribute,
   },
-  mixins: [alertMixin, attributeMixin],
+  mixins: [alertMixin, attributeMixin, uiSettingsMixin],
   props: {
     attributeType: {
       type: String,
@@ -42,8 +55,67 @@ export default {
       default: '',
     },
     contactId: { type: Number, default: null },
+    attributeFrom: {
+      type: String,
+      required: true,
+    },
+  },
+  data() {
+    return {
+      showAllAttributes: false,
+    };
+  },
+  computed: {
+    toggleButtonText() {
+      return !this.showAllAttributes
+        ? this.$t('CUSTOM_ATTRIBUTES.SHOW_MORE')
+        : this.$t('CUSTOM_ATTRIBUTES.SHOW_LESS');
+    },
+    filteredAttributes() {
+      return this.attributes.map(attribute => {
+        // Check if the attribute key exists in customAttributes
+        const hasValue = Object.hasOwnProperty.call(
+          this.customAttributes,
+          attribute.attribute_key
+        );
+
+        const isCheckbox = attribute.attribute_display_type === 'checkbox';
+        const defaultValue = isCheckbox ? false : '';
+
+        return {
+          ...attribute,
+          // Set value from customAttributes if it exists, otherwise use default value
+          value: hasValue
+            ? this.customAttributes[attribute.attribute_key]
+            : defaultValue,
+        };
+      });
+    },
+    displayedAttributes() {
+      // Show only the first 5 attributes or all depending on showAllAttributes
+      if (this.showAllAttributes || this.filteredAttributes.length <= 5) {
+        return this.filteredAttributes;
+      }
+      return this.filteredAttributes.slice(0, 5);
+    },
+    showMoreUISettingsKey() {
+      return `show_all_attributes_${this.attributeFrom}`;
+    },
+  },
+  mounted() {
+    this.initializeSettings();
   },
   methods: {
+    initializeSettings() {
+      this.showAllAttributes =
+        this.uiSettings[this.showMoreUISettingsKey] || false;
+    },
+    onClickToggle() {
+      this.showAllAttributes = !this.showAllAttributes;
+      this.updateUISettings({
+        [this.showMoreUISettingsKey]: this.showAllAttributes,
+      });
+    },
     async onUpdate(key, value) {
       const updatedAttributes = { ...this.customAttributes, [key]: value };
       try {
@@ -96,16 +168,17 @@ export default {
   },
 };
 </script>
+
 <style scoped lang="scss">
 .custom-attributes--panel {
   .conversation--attribute {
-    @apply border-slate-50 dark:border-slate-700 border-b border-solid;
+    @apply border-slate-50 dark:border-slate-700/50 border-b border-solid;
   }
 
   &.odd {
     .conversation--attribute {
       &:nth-child(2n + 1) {
-        @apply bg-slate-25 dark:bg-slate-800;
+        @apply bg-slate-25 dark:bg-slate-800/50;
       }
     }
   }
@@ -113,7 +186,7 @@ export default {
   &.even {
     .conversation--attribute {
       &:nth-child(2n) {
-        @apply bg-slate-25 dark:bg-slate-800;
+        @apply bg-slate-25 dark:bg-slate-800/50;
       }
     }
   }
diff --git a/app/javascript/dashboard/routes/dashboard/helpcenter/components/ArticleTable.vue b/app/javascript/dashboard/routes/dashboard/helpcenter/components/ArticleTable.vue
index eb20e1e25..1e8c2e92c 100644
--- a/app/javascript/dashboard/routes/dashboard/helpcenter/components/ArticleTable.vue
+++ b/app/javascript/dashboard/routes/dashboard/helpcenter/components/ArticleTable.vue
@@ -59,7 +59,7 @@
       :current-page="currentPage"
       :total-count="totalCount"
       :page-size="pageSize"
-      class="dark:bg-slate-900 sticky bottom-0"
+      class="dark:bg-slate-900 bottom-0 border-t border-slate-75 dark:border-slate-700/50"
       @page-change="onPageChange"
     />
   </div>
diff --git a/app/javascript/dashboard/routes/dashboard/notifications/components/NotificationsView.vue b/app/javascript/dashboard/routes/dashboard/notifications/components/NotificationsView.vue
index dafee8868..b4df7a0e8 100644
--- a/app/javascript/dashboard/routes/dashboard/notifications/components/NotificationsView.vue
+++ b/app/javascript/dashboard/routes/dashboard/notifications/components/NotificationsView.vue
@@ -9,6 +9,7 @@
         :on-mark-all-done-click="onMarkAllDoneClick"
       />
       <table-footer
+        class="border-t border-slate-75 dark:border-slate-700/50"
         :current-page="Number(meta.currentPage)"
         :total-count="meta.count"
         :page-size="15"
diff --git a/app/javascript/dashboard/routes/dashboard/settings/SettingsLayout.vue b/app/javascript/dashboard/routes/dashboard/settings/SettingsLayout.vue
new file mode 100644
index 000000000..618805309
--- /dev/null
+++ b/app/javascript/dashboard/routes/dashboard/settings/SettingsLayout.vue
@@ -0,0 +1,23 @@
+<script setup>
+defineProps({
+  isLoading: {
+    type: Boolean,
+    default: false,
+  },
+  loadingMessage: {
+    type: String,
+    default: '',
+  },
+});
+</script>
+<template>
+  <div class="flex flex-col w-full h-full gap-10 font-inter">
+    <slot name="header" />
+    <div>
+      <slot v-if="isLoading" name="loading">
+        <woot-loading-state :message="loadingMessage" />
+      </slot>
+      <slot v-else name="body" />
+    </div>
+  </div>
+</template>
diff --git a/app/javascript/dashboard/routes/dashboard/settings/SettingsWrapper.vue b/app/javascript/dashboard/routes/dashboard/settings/SettingsWrapper.vue
new file mode 100644
index 000000000..3f5bf16f9
--- /dev/null
+++ b/app/javascript/dashboard/routes/dashboard/settings/SettingsWrapper.vue
@@ -0,0 +1,21 @@
+<script setup>
+defineProps({
+  keepAlive: {
+    type: Boolean,
+    default: true,
+  },
+});
+</script>
+
+<template>
+  <div
+    class="flex flex-col w-full h-full px-5 pt-8 pb-3 m-0 overflow-auto bg-white sm:px-16 sm:pt-16 dark:bg-slate-900"
+  >
+    <div class="flex items-start max-w-[900px] w-full">
+      <keep-alive v-if="keepAlive">
+        <router-view />
+      </keep-alive>
+      <router-view v-else />
+    </div>
+  </div>
+</template>
diff --git a/app/javascript/dashboard/routes/dashboard/settings/auditlogs/Index.vue b/app/javascript/dashboard/routes/dashboard/settings/auditlogs/Index.vue
index 9d2cd8ee2..709d70b25 100644
--- a/app/javascript/dashboard/routes/dashboard/settings/auditlogs/Index.vue
+++ b/app/javascript/dashboard/routes/dashboard/settings/auditlogs/Index.vue
@@ -57,7 +57,7 @@
       :current-page="Number(meta.currentPage)"
       :total-count="meta.totalEntries"
       :page-size="meta.perPage"
-      class="dark:bg-slate-900"
+      class="!bg-slate-25 dark:!bg-slate-900 border-t border-slate-75 dark:border-slate-700/50"
       @page-change="onPageChange"
     />
   </div>
diff --git a/app/javascript/dashboard/routes/dashboard/settings/components/BaseSettingsHeader.vue b/app/javascript/dashboard/routes/dashboard/settings/components/BaseSettingsHeader.vue
new file mode 100644
index 000000000..e70358cc9
--- /dev/null
+++ b/app/javascript/dashboard/routes/dashboard/settings/components/BaseSettingsHeader.vue
@@ -0,0 +1,102 @@
+<script setup>
+defineProps({
+  title: {
+    type: String,
+    required: true,
+  },
+  description: {
+    type: String,
+    required: true,
+  },
+  iconName: {
+    type: String,
+    required: true,
+  },
+  href: {
+    type: String,
+    default: '',
+  },
+  linkText: {
+    type: String,
+    default: '',
+  },
+});
+
+const openInNewTab = url => {
+  if (!url) return;
+  window.open(url, '_blank', 'noopener noreferrer');
+};
+</script>
+
+<template>
+  <div class="flex flex-col items-start w-full gap-4">
+    <!-- Header section with icon, title and action button -->
+    <div class="flex items-center justify-between w-full gap-4">
+      <!-- Icon and title container -->
+      <div class="flex items-center gap-3">
+        <div
+          class="flex items-center w-10 h-10 p-1 rounded-full bg-woot-25/60 dark:bg-woot-900/60"
+        >
+          <div
+            class="flex items-center justify-center w-full h-full rounded-full bg-woot-75/70 dark:bg-woot-800/40"
+          >
+            <fluent-icon
+              size="14"
+              :icon="iconName"
+              type="outline"
+              class="flex-shrink-0 text-woot-500 dark:text-woot-500"
+            />
+          </div>
+        </div>
+        <h1
+          class="text-2xl font-medium tracking-[-1.5%] text-slate-900 dark:text-slate-25"
+        >
+          {{ title }}
+        </h1>
+      </div>
+      <!-- Slot for additional actions on larger screens -->
+      <div class="hidden gap-2 sm:flex">
+        <slot name="actions" />
+      </div>
+    </div>
+    <!-- Description and optional link -->
+    <div
+      class="flex flex-col gap-2 text-slate-600 dark:text-slate-300 max-w-[721px] w-full"
+    >
+      <p
+        class="mb-0 text-sm font-normal tracking-[0.5%] line-clamp-5 sm:line-clamp-none"
+      >
+        <slot name="description">{{ description }}</slot>
+      </p>
+      <!-- Conditional link -->
+      <a
+        v-if="href && linkText"
+        :href="href"
+        target="_blank"
+        rel="noopener noreferrer"
+        class="sm:inline-flex hidden tracking-[-0.6%] gap-1 w-fit items-center text-woot-500 dark:text-woot-500 text-sm font-medium tracking=[-0.6%] hover:underline"
+      >
+        {{ linkText }}
+        <fluent-icon
+          size="16"
+          icon="chevron-right"
+          type="outline"
+          class="flex-shrink-0 text-woot-500 dark:text-woot-500"
+        />
+      </a>
+    </div>
+    <!-- Mobile view for actions and link -->
+    <div class="flex items-start justify-start w-full gap-3 sm:hidden">
+      <slot name="actions" />
+      <woot-button
+        v-if="href && linkText"
+        color-scheme="secondary"
+        icon="arrow-outwards"
+        class="flex-row-reverse rounded-xl min-w-0 !bg-slate-50 !text-slate-900 dark:!text-white dark:!bg-slate-800"
+        @click="openInNewTab(href)"
+      >
+        {{ linkText }}
+      </woot-button>
+    </div>
+  </div>
+</template>
diff --git a/app/javascript/dashboard/routes/dashboard/settings/components/BaseSettingsListItem.vue b/app/javascript/dashboard/routes/dashboard/settings/components/BaseSettingsListItem.vue
new file mode 100644
index 000000000..337c370cd
--- /dev/null
+++ b/app/javascript/dashboard/routes/dashboard/settings/components/BaseSettingsListItem.vue
@@ -0,0 +1,53 @@
+<script setup>
+defineProps({
+  title: {
+    type: String,
+    default: '',
+  },
+  description: {
+    type: String,
+    default: '',
+  },
+});
+</script>
+<template>
+  <div
+    class="flex relative flex-col sm:flex-row p-4 gap-4 sm:p-6 justify-between shadow-sm group bg-white border border-solid rounded-xl dark:bg-slate-800 border-slate-75 dark:border-slate-700/50 max-w-[900px] w-full"
+  >
+    <!-- left side section -->
+    <slot name="leftSection">
+      <div class="flex flex-col min-w-0 items-start gap-3 max-w-[480px] w-full">
+        <div
+          class="flex items-center justify-between w-full gap-3 sm:justify-normal whitespace-nowrap"
+        >
+          <h3
+            class="justify-between text-sm tracking-[-0.6%] font-medium truncate w-fit sm:justify-normal text-slate-900 dark:text-slate-25"
+          >
+            <slot name="title">
+              {{ title }}
+            </slot>
+          </h3>
+          <slot name="label" />
+        </div>
+        <p
+          class="text-sm text-slate-600 tracking-[0.5%] dark:text-slate-300 max-w-[400px] w-full line-clamp-2"
+        >
+          <slot name="description">
+            {{ description }}
+          </slot>
+        </p>
+      </div>
+    </slot>
+
+    <!-- right side section -->
+    <slot name="rightSection" />
+
+    <!-- actions section -->
+    <div
+      v-if="$slots.actions"
+      class="absolute flex-col items-center hidden gap-1 border-none ltr:-right-3 rtl:-left-3 top-3 group-hover:flex"
+    >
+      <slot name="actions" />
+    </div>
+  </div>
+</template>
diff --git a/app/javascript/dashboard/routes/dashboard/settings/inbox/Settings.vue b/app/javascript/dashboard/routes/dashboard/settings/inbox/Settings.vue
index 87b6e6724..8823e593f 100644
--- a/app/javascript/dashboard/routes/dashboard/settings/inbox/Settings.vue
+++ b/app/javascript/dashboard/routes/dashboard/settings/inbox/Settings.vue
@@ -589,7 +589,9 @@ export default {
       return this.inbox.name;
     },
     canLocktoSingleConversation() {
-      return this.isASmsInbox || this.isAWhatsAppChannel;
+      return (
+        this.isASmsInbox || this.isAWhatsAppChannel || this.isAFacebookInbox
+      );
     },
     inboxNameLabel() {
       if (this.isAWebWidgetInbox) {
diff --git a/app/javascript/dashboard/routes/dashboard/settings/profile/NotificationSettings.vue b/app/javascript/dashboard/routes/dashboard/settings/profile/NotificationSettings.vue
index 7214d0deb..cdbc40ec4 100644
--- a/app/javascript/dashboard/routes/dashboard/settings/profile/NotificationSettings.vue
+++ b/app/javascript/dashboard/routes/dashboard/settings/profile/NotificationSettings.vue
@@ -236,6 +236,54 @@
             }}
           </label>
         </div>
+        <div v-if="isSLAEnabled" class="flex items-center gap-2 mb-1">
+          <input
+            v-model="selectedEmailFlags"
+            class="notification--checkbox"
+            type="checkbox"
+            value="email_sla_missed_first_response"
+            @input="handleEmailInput"
+          />
+          <label for="sla_missed_first_response">
+            {{
+              $t(
+                'PROFILE_SETTINGS.FORM.EMAIL_NOTIFICATIONS_SECTION.SLA_MISSED_FIRST_RESPONSE'
+              )
+            }}
+          </label>
+        </div>
+        <div v-if="isSLAEnabled" class="flex items-center gap-2 mb-1">
+          <input
+            v-model="selectedEmailFlags"
+            class="notification--checkbox"
+            type="checkbox"
+            value="email_sla_missed_next_response"
+            @input="handleEmailInput"
+          />
+          <label for="sla_missed_next_response">
+            {{
+              $t(
+                'PROFILE_SETTINGS.FORM.EMAIL_NOTIFICATIONS_SECTION.SLA_MISSED_NEXT_RESPONSE'
+              )
+            }}
+          </label>
+        </div>
+        <div v-if="isSLAEnabled" class="flex items-center gap-2 mb-1">
+          <input
+            v-model="selectedEmailFlags"
+            class="notification--checkbox"
+            type="checkbox"
+            value="email_sla_missed_resolution"
+            @input="handleEmailInput"
+          />
+          <label for="sla_missed_resolution">
+            {{
+              $t(
+                'PROFILE_SETTINGS.FORM.EMAIL_NOTIFICATIONS_SECTION.SLA_MISSED_RESOLUTION'
+              )
+            }}
+          </label>
+        </div>
       </div>
     </div>
     <div
@@ -352,6 +400,57 @@
             }}
           </label>
         </div>
+
+        <div v-if="isSLAEnabled" class="flex items-center gap-2 mb-1">
+          <input
+            v-model="selectedPushFlags"
+            class="notification--checkbox"
+            type="checkbox"
+            value="push_sla_missed_first_response"
+            @input="handlePushInput"
+          />
+          <label for="sla_missed_first_response">
+            {{
+              $t(
+                'PROFILE_SETTINGS.FORM.PUSH_NOTIFICATIONS_SECTION.SLA_MISSED_FIRST_RESPONSE'
+              )
+            }}
+          </label>
+        </div>
+
+        <div v-if="isSLAEnabled" class="flex items-center gap-2 mb-1">
+          <input
+            v-model="selectedPushFlags"
+            class="notification--checkbox"
+            type="checkbox"
+            value="push_sla_missed_next_response"
+            @input="handlePushInput"
+          />
+          <label for="sla_missed_next_response">
+            {{
+              $t(
+                'PROFILE_SETTINGS.FORM.PUSH_NOTIFICATIONS_SECTION.SLA_MISSED_NEXT_RESPONSE'
+              )
+            }}
+          </label>
+        </div>
+
+        <div v-if="isSLAEnabled" class="flex items-center gap-2 mb-1">
+          <input
+            v-model="selectedPushFlags"
+            class="notification--checkbox"
+            type="checkbox"
+            value="push_sla_missed_resolution"
+            @input="handlePushInput"
+          />
+          <label for="sla_missed_resolution">
+            {{
+              $t(
+                'PROFILE_SETTINGS.FORM.PUSH_NOTIFICATIONS_SECTION.SLA_MISSED_RESOLUTION'
+              )
+            }}
+          </label>
+        </div>
       </div>
     </div>
   </div>
@@ -367,6 +466,7 @@ import {
   requestPushPermissions,
   verifyServiceWorkerExistence,
 } from '../../../../helper/pushHelper';
+import { FEATURE_FLAGS } from 'dashboard/featureFlags';
 
 export default {
   mixins: [alertMixin, configMixin, uiSettingsMixin],
@@ -393,13 +493,18 @@ export default {
   },
   computed: {
     ...mapGetters({
+      accountId: 'getCurrentAccountId',
       emailFlags: 'userNotificationSettings/getSelectedEmailFlags',
       pushFlags: 'userNotificationSettings/getSelectedPushFlags',
       uiSettings: 'getUISettings',
+      isFeatureEnabledonAccount: 'accounts/isFeatureEnabledonAccount',
     }),
     hasPushAPISupport() {
       return !!('Notification' in window);
     },
+    isSLAEnabled() {
+      return this.isFeatureEnabledonAccount(this.accountId, FEATURE_FLAGS.SLA);
+    },
   },
   watch: {
     emailFlags(value) {
diff --git a/app/javascript/dashboard/routes/dashboard/settings/reports/SLAReports.vue b/app/javascript/dashboard/routes/dashboard/settings/reports/SLAReports.vue
new file mode 100644
index 000000000..a9958d905
--- /dev/null
+++ b/app/javascript/dashboard/routes/dashboard/settings/reports/SLAReports.vue
@@ -0,0 +1,106 @@
+<template>
+  <div class="flex flex-col flex-1 gap-6 px-4 pt-4 overflow-auto">
+    <SLAReportFilters @filter-change="onFilterChange" />
+    <woot-button
+      color-scheme="success"
+      class-names="button--fixed-top"
+      icon="arrow-download"
+      @click="downloadReports"
+    >
+      {{ $t('SLA_REPORTS.DOWNLOAD_SLA_REPORTS') }}
+    </woot-button>
+    <div class="flex flex-col gap-6">
+      <SLAMetrics
+        :hit-rate="slaMetrics.hitRate"
+        :no-of-breaches="slaMetrics.numberOfSLAMisses"
+        :no-of-conversations="slaMetrics.numberOfConversations"
+        :is-loading="uiFlags.isFetchingMetrics"
+      />
+      <SLATable
+        :sla-reports="slaReports"
+        :is-loading="uiFlags.isFetching"
+        :current-page="Number(slaMeta.currentPage)"
+        :total-count="Number(slaMeta.count)"
+        @page-change="onPageChange"
+      />
+    </div>
+  </div>
+</template>
+<script>
+import { mapGetters } from 'vuex';
+import SLAMetrics from './components/SLA/SLAMetrics.vue';
+import SLATable from './components/SLA/SLATable.vue';
+import alertMixin from 'shared/mixins/alertMixin';
+import SLAReportFilters from './components/SLA/SLAReportFilters.vue';
+import { generateFileName } from 'dashboard/helper/downloadHelper';
+export default {
+  name: 'SLAReports',
+  components: {
+    SLAMetrics,
+    SLATable,
+    SLAReportFilters,
+  },
+  mixins: [alertMixin],
+  data() {
+    return {
+      pageNumber: 1,
+      activeFilter: {
+        from: 0,
+        to: 0,
+        assigned_agent_id: null,
+        inbox_id: null,
+        team_id: null,
+        sla_policy_id: null,
+        label_list: null,
+      },
+    };
+  },
+  computed: {
+    ...mapGetters({
+      slaReports: 'slaReports/getAll',
+      slaMetrics: 'slaReports/getMetrics',
+      slaMeta: 'slaReports/getMeta',
+      uiFlags: 'slaReports/getUIFlags',
+    }),
+  },
+  mounted() {
+    this.$store.dispatch('agents/get');
+    this.$store.dispatch('inboxes/get');
+    this.$store.dispatch('teams/get');
+    this.$store.dispatch('labels/get');
+    this.$store.dispatch('sla/get');
+    this.fetchSLAMetrics();
+    this.fetchSLAReports();
+  },
+  methods: {
+    fetchSLAReports({ pageNumber } = {}) {
+      this.$store.dispatch('slaReports/get', {
+        page: pageNumber || this.pageNumber,
+        ...this.activeFilter,
+      });
+    },
+    fetchSLAMetrics() {
+      this.$store.dispatch('slaReports/getMetrics', this.activeFilter);
+    },
+    onPageChange(pageNumber) {
+      this.fetchSLAReports({ pageNumber });
+    },
+    onFilterChange(params) {
+      this.activeFilter = params;
+      this.fetchSLAReports();
+      this.fetchSLAMetrics();
+    },
+    downloadReports() {
+      const type = 'sla';
+      try {
+        this.$store.dispatch('slaReports/download', {
+          fileName: generateFileName({ type, to: this.activeFilter.to }),
+          ...this.activeFilter,
+        });
+      } catch (error) {
+        this.showAlert(this.$t('SLA_REPORTS.DOWNLOAD_FAILED'));
+      }
+    },
+  },
+};
+</script>
diff --git a/app/javascript/dashboard/routes/dashboard/settings/reports/components/FilterSelector.vue b/app/javascript/dashboard/routes/dashboard/settings/reports/components/FilterSelector.vue
index 84bae6198..6312419a0 100644
--- a/app/javascript/dashboard/routes/dashboard/settings/reports/components/FilterSelector.vue
+++ b/app/javascript/dashboard/routes/dashboard/settings/reports/components/FilterSelector.vue
@@ -1,6 +1,8 @@
 <template>
-  <div class="flex flex-col md:flex-row justify-between mb-4">
-    <div class="md:grid flex flex-col filter-container gap-3 w-full">
+  <div class="flex flex-col justify-between gap-3 mb-4 md:flex-row">
+    <div
+      class="w-full grid gap-y-2 gap-x-1.5 grid-cols-[repeat(auto-fill,minmax(250px,1fr))]"
+    >
       <reports-filters-date-range @on-range-change="onDateRangeChange" />
       <woot-date-range-picker
         v-if="isDateRangeSelected"
@@ -39,7 +41,7 @@
       />
     </div>
     <div v-if="showBusinessHoursSwitch" class="flex items-center">
-      <span class="text-sm whitespace-nowrap mx-2">
+      <span class="mx-2 text-sm whitespace-nowrap">
         {{ $t('REPORT.BUSINESS_HOURS') }}
       </span>
       <span>
@@ -229,9 +231,3 @@ export default {
   },
 };
 </script>
-
-<style scoped>
-.filter-container {
-  grid-template-columns: repeat(auto-fill, minmax(250px, 1fr));
-}
-</style>
diff --git a/app/javascript/dashboard/routes/dashboard/settings/reports/components/Filters/v3/ActiveFilterChip.vue b/app/javascript/dashboard/routes/dashboard/settings/reports/components/Filters/v3/ActiveFilterChip.vue
new file mode 100644
index 000000000..67046acc4
--- /dev/null
+++ b/app/javascript/dashboard/routes/dashboard/settings/reports/components/Filters/v3/ActiveFilterChip.vue
@@ -0,0 +1,74 @@
+<script setup>
+import FilterButton from './FilterButton.vue';
+import FilterListDropdown from './FilterListDropdown.vue';
+
+const props = defineProps({
+  name: {
+    type: String,
+    required: true,
+  },
+  id: {
+    type: Number,
+    required: true,
+  },
+  type: {
+    type: String,
+    required: true,
+  },
+  options: {
+    type: Array,
+    default: () => [],
+  },
+  activeFilterType: {
+    type: String,
+    default: '',
+  },
+  showMenu: {
+    type: Boolean,
+    default: false,
+  },
+  placeholder: {
+    type: String,
+    default: '',
+  },
+  enableSearch: {
+    type: Boolean,
+    default: false,
+  },
+});
+
+const emit = defineEmits([
+  'toggleDropdown',
+  'removeFilter',
+  'addFilter',
+  'closeDropdown',
+]);
+const toggleDropdown = () => emit('toggleDropdown', props.type);
+const removeFilter = () => emit('removeFilter', props.type);
+const addFilter = item => emit('addFilter', item);
+const closeDropdown = () => emit('closeDropdown');
+</script>
+
+<template>
+  <filter-button
+    right-icon="chevron-down"
+    :button-text="name"
+    class="bg-slate-50 dark:bg-slate-800 hover:bg-slate-75 dark:hover:bg-slate-800"
+    @click="toggleDropdown"
+  >
+    <template v-if="showMenu && activeFilterType === type" #dropdown>
+      <filter-list-dropdown
+        v-if="options"
+        v-on-clickaway="closeDropdown"
+        show-clear-filter
+        :list-items="options"
+        :active-filter-id="id"
+        :input-placeholder="placeholder"
+        :enable-search="enableSearch"
+        class="flex flex-col w-[240px] overflow-y-auto left-0 md:left-auto md:right-0 top-10"
+        @click="addFilter"
+        @removeFilter="removeFilter"
+      />
+    </template>
+  </filter-button>
+</template>
diff --git a/app/javascript/dashboard/routes/dashboard/settings/reports/components/Filters/v3/AddFilterChip.vue b/app/javascript/dashboard/routes/dashboard/settings/reports/components/Filters/v3/AddFilterChip.vue
new file mode 100644
index 000000000..48a1c2701
--- /dev/null
+++ b/app/javascript/dashboard/routes/dashboard/settings/reports/components/Filters/v3/AddFilterChip.vue
@@ -0,0 +1,98 @@
+<script setup>
+import FilterButton from './FilterButton.vue';
+import FilterListDropdown from './FilterListDropdown.vue';
+import FilterListItemButton from './FilterListItemButton.vue';
+import FilterDropdownEmptyState from './FilterDropdownEmptyState.vue';
+
+import { ref } from 'vue';
+
+defineProps({
+  name: {
+    type: String,
+    required: true,
+  },
+  menuOption: {
+    type: Array,
+    default: () => [],
+  },
+  showMenu: {
+    type: Boolean,
+    default: false,
+  },
+  placeholderI18nKey: {
+    type: String,
+    default: '',
+  },
+  enableSearch: {
+    type: Boolean,
+    default: true,
+  },
+  emptyStateMessage: {
+    type: String,
+    default: '',
+  },
+});
+
+const hoveredItemId = ref(null);
+
+const showSubMenu = id => {
+  hoveredItemId.value = id;
+};
+
+const hideSubMenu = () => {
+  hoveredItemId.value = null;
+};
+
+const isHovered = id => hoveredItemId.value === id;
+
+const emit = defineEmits(['toggleDropdown', 'addFilter', 'closeDropdown']);
+const toggleDropdown = () => emit('toggleDropdown');
+const addFilter = item => {
+  emit('addFilter', item);
+  hideSubMenu();
+};
+const closeDropdown = () => {
+  hideSubMenu();
+  emit('closeDropdown');
+};
+</script>
+
+<template>
+  <filter-button :button-text="name" left-icon="filter" @click="toggleDropdown">
+    <!-- Dropdown with search and sub-dropdown -->
+    <template v-if="showMenu" #dropdown>
+      <filter-list-dropdown
+        v-on-clickaway="closeDropdown"
+        class="left-0 md:right-0 top-10"
+      >
+        <template #listItem>
+          <filter-dropdown-empty-state
+            v-if="!menuOption.length"
+            :message="emptyStateMessage"
+          />
+          <filter-list-item-button
+            v-for="item in menuOption"
+            :key="item.id"
+            :button-text="item.name"
+            @mouseenter="showSubMenu(item.id)"
+            @mouseleave="hideSubMenu"
+            @focus="showSubMenu(item.id)"
+          >
+            <!-- Submenu with search and clear button  -->
+            <template v-if="item.options && isHovered(item.id)" #dropdown>
+              <filter-list-dropdown
+                :list-items="item.options"
+                :input-placeholder="
+                  $t(`${placeholderI18nKey}.${item.type.toUpperCase()}`)
+                "
+                :enable-search="enableSearch"
+                class="flex flex-col w-[216px] overflow-y-auto top-0 left-36"
+                @click="addFilter"
+              />
+            </template>
+          </filter-list-item-button>
+        </template>
+      </filter-list-dropdown>
+    </template>
+  </filter-button>
+</template>
diff --git a/app/javascript/dashboard/routes/dashboard/settings/reports/components/Filters/v3/FilterButton.vue b/app/javascript/dashboard/routes/dashboard/settings/reports/components/Filters/v3/FilterButton.vue
new file mode 100644
index 000000000..3bbfb415c
--- /dev/null
+++ b/app/javascript/dashboard/routes/dashboard/settings/reports/components/Filters/v3/FilterButton.vue
@@ -0,0 +1,47 @@
+<script setup>
+defineProps({
+  buttonText: {
+    type: String,
+    default: '',
+  },
+  rightIcon: {
+    type: String,
+    default: '',
+  },
+  leftIcon: {
+    type: String,
+    default: '',
+  },
+});
+</script>
+<template>
+  <button
+    class="inline-flex relative items-center p-1.5 w-fit h-8 gap-1.5 rounded-lg hover:bg-slate-50 dark:hover:bg-slate-800 active:bg-slate-75 dark:active:bg-slate-800"
+    @click="$emit('click')"
+  >
+    <slot name="leftIcon">
+      <fluent-icon
+        v-if="leftIcon"
+        :icon="leftIcon"
+        size="18"
+        class="flex-shrink-0 text-slate-900 dark:text-slate-50"
+      />
+    </slot>
+    <span
+      v-if="buttonText"
+      class="text-sm font-medium truncate text-slate-900 dark:text-slate-50"
+    >
+      {{ buttonText }}
+    </span>
+    <slot name="rightIcon">
+      <fluent-icon
+        v-if="rightIcon"
+        :icon="rightIcon"
+        size="18"
+        class="flex-shrink-0 text-slate-900 dark:text-slate-50"
+      />
+    </slot>
+
+    <slot name="dropdown" />
+  </button>
+</template>
diff --git a/app/javascript/dashboard/routes/dashboard/settings/reports/components/Filters/v3/FilterDropdownEmptyState.vue b/app/javascript/dashboard/routes/dashboard/settings/reports/components/Filters/v3/FilterDropdownEmptyState.vue
new file mode 100644
index 000000000..ccf9b2b1e
--- /dev/null
+++ b/app/javascript/dashboard/routes/dashboard/settings/reports/components/Filters/v3/FilterDropdownEmptyState.vue
@@ -0,0 +1,15 @@
+<script setup>
+defineProps({
+  message: {
+    type: String,
+    default: '',
+  },
+});
+</script>
+<template>
+  <div
+    class="flex items-center justify-center h-10 text-sm text-slate-500 dark:text-slate-300"
+  >
+    {{ message }}
+  </div>
+</template>
diff --git a/app/javascript/dashboard/routes/dashboard/settings/reports/components/Filters/v3/FilterDropdownSearch.vue b/app/javascript/dashboard/routes/dashboard/settings/reports/components/Filters/v3/FilterDropdownSearch.vue
new file mode 100644
index 000000000..558816deb
--- /dev/null
+++ b/app/javascript/dashboard/routes/dashboard/settings/reports/components/Filters/v3/FilterDropdownSearch.vue
@@ -0,0 +1,47 @@
+<script setup>
+defineProps({
+  inputValue: {
+    type: String,
+    default: '',
+  },
+  inputPlaceholder: {
+    type: String,
+    default: '',
+  },
+  showClearFilter: {
+    type: Boolean,
+    default: false,
+  },
+});
+</script>
+<template>
+  <div
+    class="flex items-center justify-between h-10 min-h-[40px] sticky top-0 bg-white z-10 dark:bg-slate-800 gap-2 px-3 border-b rounded-t-xl border-slate-50 dark:border-slate-700"
+  >
+    <div class="flex items-center w-full gap-2">
+      <fluent-icon
+        icon="search"
+        size="18"
+        class="text-slate-400 dark:text-slate-400"
+      />
+      <input
+        type="text"
+        class="w-full mb-0 text-sm bg-white dark:bg-slate-800 text-slate-800 dark:text-slate-75 reset-base"
+        :placeholder="inputPlaceholder"
+        :value="inputValue"
+        @input="$emit('input', $event.target.value)"
+      />
+    </div>
+    <!-- Clear filter button -->
+    <woot-button
+      v-if="!inputValue && showClearFilter"
+      size="small"
+      variant="clear"
+      color-scheme="primary"
+      class="!px-1 !py-1.5"
+      @click="$emit('click')"
+    >
+      {{ $t('REPORT.FILTER_ACTIONS.CLEAR_FILTER') }}
+    </woot-button>
+  </div>
+</template>
diff --git a/app/javascript/dashboard/routes/dashboard/settings/reports/components/Filters/v3/FilterListDropdown.vue b/app/javascript/dashboard/routes/dashboard/settings/reports/components/Filters/v3/FilterListDropdown.vue
new file mode 100644
index 000000000..1a0543af3
--- /dev/null
+++ b/app/javascript/dashboard/routes/dashboard/settings/reports/components/Filters/v3/FilterListDropdown.vue
@@ -0,0 +1,80 @@
+<script setup>
+import { ref, computed } from 'vue';
+import { picoSearch } from '@scmmishra/pico-search';
+import FilterListItemButton from './FilterListItemButton.vue';
+import FilterDropdownSearch from './FilterDropdownSearch.vue';
+import FilterDropdownEmptyState from './FilterDropdownEmptyState.vue';
+
+const props = defineProps({
+  listItems: {
+    type: Array,
+    default: () => [],
+  },
+  enableSearch: {
+    type: Boolean,
+    default: false,
+  },
+  inputPlaceholder: {
+    type: String,
+    default: '',
+  },
+  activeFilterId: {
+    type: Number,
+    default: null,
+  },
+  showClearFilter: {
+    type: Boolean,
+    default: false,
+  },
+});
+
+const searchTerm = ref('');
+
+const onSearch = value => {
+  searchTerm.value = value;
+};
+
+const filteredListItems = computed(() => {
+  if (!searchTerm.value) return props.listItems;
+  return picoSearch(props.listItems, searchTerm.value, ['name']);
+});
+
+const isDropdownListEmpty = computed(() => {
+  return !filteredListItems.value.length;
+});
+
+const isFilterActive = id => {
+  if (!props.activeFilterId) return false;
+  return id === props.activeFilterId;
+};
+</script>
+<template>
+  <div
+    class="absolute z-20 w-40 bg-white border shadow dark:bg-slate-800 rounded-xl border-slate-50 dark:border-slate-700/50 max-h-[400px]"
+    @click.stop
+  >
+    <slot name="search">
+      <filter-dropdown-search
+        v-if="enableSearch && listItems.length"
+        :input-value="searchTerm"
+        :input-placeholder="inputPlaceholder"
+        :show-clear-filter="showClearFilter"
+        @input="onSearch"
+        @click="$emit('removeFilter')"
+      />
+    </slot>
+    <slot name="listItem">
+      <filter-dropdown-empty-state
+        v-if="isDropdownListEmpty"
+        :message="$t('REPORT.FILTER_ACTIONS.EMPTY_LIST')"
+      />
+      <filter-list-item-button
+        v-for="item in filteredListItems"
+        :key="item.id"
+        :is-active="isFilterActive(item.id)"
+        :button-text="item.name"
+        @click="$emit('click', item)"
+      />
+    </slot>
+  </div>
+</template>
diff --git a/app/javascript/dashboard/routes/dashboard/settings/reports/components/Filters/v3/FilterListItemButton.vue b/app/javascript/dashboard/routes/dashboard/settings/reports/components/Filters/v3/FilterListItemButton.vue
new file mode 100644
index 000000000..3566686e1
--- /dev/null
+++ b/app/javascript/dashboard/routes/dashboard/settings/reports/components/Filters/v3/FilterListItemButton.vue
@@ -0,0 +1,36 @@
+<script setup>
+defineProps({
+  buttonText: {
+    type: String,
+    default: '',
+  },
+  isActive: {
+    type: Boolean,
+    default: false,
+  },
+});
+</script>
+<template>
+  <button
+    class="relative inline-flex items-center justify-start w-full p-3 border-0 rounded-none first:rounded-t-xl last:rounded-b-xl h-11 hover:bg-slate-50 dark:hover:bg-slate-700 active:bg-slate-75 dark:active:bg-slate-800"
+    @click.stop="$emit('click')"
+    @mouseenter="$emit('mouseenter')"
+    @mouseleave="$emit('mouseleave')"
+    @focus="$emit('focus')"
+  >
+    <div class="inline-flex items-center gap-3 overflow-hidden">
+      <span
+        class="text-sm font-medium truncate text-slate-900 dark:text-slate-50"
+      >
+        {{ buttonText }}
+      </span>
+      <fluent-icon
+        v-if="isActive"
+        icon="checkmark"
+        size="18"
+        class="flex-shrink-0 text-slate-900 dark:text-slate-50"
+      />
+    </div>
+    <slot name="dropdown" />
+  </button>
+</template>
diff --git a/app/javascript/dashboard/routes/dashboard/settings/reports/components/SLA/SLAFilter.vue b/app/javascript/dashboard/routes/dashboard/settings/reports/components/SLA/SLAFilter.vue
new file mode 100644
index 000000000..80163ecd7
--- /dev/null
+++ b/app/javascript/dashboard/routes/dashboard/settings/reports/components/SLA/SLAFilter.vue
@@ -0,0 +1,210 @@
+<template>
+  <div
+    class="flex flex-col flex-wrap items-start gap-2 md:items-center md:flex-nowrap md:flex-row"
+  >
+    <!-- Active filters section -->
+    <div v-if="hasActiveFilters" class="flex flex-wrap gap-2 md:flex-nowrap">
+      <active-filter-chip
+        v-for="filter in activeFilters"
+        v-bind="filter"
+        :key="filter.type"
+        :placeholder="
+          $t(
+            `SLA_REPORTS.DROPDOWN.INPUT_PLACEHOLDER.${filter.type.toUpperCase()}`
+          )
+        "
+        :active-filter-type="activeFilterType"
+        :show-menu="showSubDropdownMenu"
+        enable-search
+        @toggleDropdown="openActiveFilterDropdown"
+        @closeDropdown="closeActiveFilterDropdown"
+        @addFilter="addFilter"
+        @removeFilter="removeFilter"
+      />
+    </div>
+    <!-- Dividing line between Active filters and Add filter button -->
+    <div
+      v-if="hasActiveFilters && !isAllFilterSelected"
+      class="w-full h-px border md:w-px md:h-5 border-slate-75 dark:border-slate-800"
+    />
+    <!-- Add filter and clear filter button -->
+    <div class="flex items-center gap-2">
+      <add-filter-chip
+        v-if="!isAllFilterSelected"
+        placeholder-i18n-key="SLA_REPORTS.DROPDOWN.INPUT_PLACEHOLDER"
+        :name="$t('SLA_REPORTS.DROPDOWN.ADD_FIlTER')"
+        :menu-option="filterListMenuItems"
+        :show-menu="showDropdownMenu"
+        :empty-state-message="$t('SLA_REPORTS.DROPDOWN.NO_FILTER')"
+        @toggleDropdown="showDropdown"
+        @closeDropdown="closeDropdown"
+        @addFilter="addFilter"
+      />
+
+      <!-- Dividing line between Add filter and Clear all filter button -->
+      <div
+        v-if="hasActiveFilters"
+        class="w-px h-5 border border-slate-75 dark:border-slate-800"
+      />
+      <!-- Clear all filter button -->
+      <filter-button
+        v-if="hasActiveFilters"
+        :button-text="$t('SLA_REPORTS.DROPDOWN.CLEAR_ALL')"
+        @click="clearAllFilters"
+      />
+    </div>
+  </div>
+</template>
+
+<script>
+import { mapGetters } from 'vuex';
+import {
+  buildFilterList,
+  getActiveFilter,
+  getFilterType,
+} from './helpers/SLAFilterHelpers';
+import FilterButton from '../Filters/v3/FilterButton.vue';
+import ActiveFilterChip from '../Filters/v3/ActiveFilterChip.vue';
+import AddFilterChip from '../Filters/v3/AddFilterChip.vue';
+
+export default {
+  components: {
+    FilterButton,
+    ActiveFilterChip,
+    AddFilterChip,
+  },
+  data() {
+    return {
+      showDropdownMenu: false,
+      showSubDropdownMenu: false,
+      activeFilterType: '',
+      appliedFilters: {
+        assigned_agent_id: null,
+        inbox_id: null,
+        team_id: null,
+        sla_policy_id: null,
+        label_list: null,
+      },
+    };
+  },
+  computed: {
+    ...mapGetters({
+      agents: 'agents/getAgents',
+      inboxes: 'inboxes/getInboxes',
+      teams: 'teams/getTeams',
+      labels: 'labels/getLabels',
+      sla: 'sla/getSLA',
+    }),
+    filterListMenuItems() {
+      const filterTypes = [
+        { id: '1', name: this.$t('SLA_REPORTS.DROPDOWN.SLA'), type: 'sla' },
+        {
+          id: '2',
+          name: this.$t('SLA_REPORTS.DROPDOWN.INBOXES'),
+          type: 'inboxes',
+        },
+        {
+          id: '3',
+          name: this.$t('SLA_REPORTS.DROPDOWN.AGENTS'),
+          type: 'agents',
+        },
+        { id: '4', name: this.$t('SLA_REPORTS.DROPDOWN.TEAMS'), type: 'teams' },
+        {
+          id: '5',
+          name: this.$t('SLA_REPORTS.DROPDOWN.LABELS'),
+          type: 'labels',
+        },
+      ];
+      // Filter out the active filters from the filter list
+      // We only want to show the filters that are not already applied
+      // In the add filter dropdown
+      const activeFilters = Object.keys(this.appliedFilters).filter(
+        key => this.appliedFilters[key]
+      );
+      const activeFilterTypes = activeFilters.map(key =>
+        getFilterType(key, 'keyToType')
+      );
+      return filterTypes
+        .filter(({ type }) => !activeFilterTypes.includes(type))
+        .map(({ id, name, type }) => ({
+          id,
+          name,
+          type,
+          options: buildFilterList(this[type], type),
+        }));
+    },
+    activeFilters() {
+      // Get the active filters from the applied filters
+      // and return the filter name, type and options
+      const activeKey = Object.keys(this.appliedFilters).filter(
+        key => this.appliedFilters[key]
+      );
+      return activeKey.map(key => {
+        const filterType = getFilterType(key, 'keyToType');
+        const item = getActiveFilter(
+          this[filterType],
+          filterType,
+          this.appliedFilters[key]
+        );
+        return {
+          id: item.id,
+          name: filterType === 'labels' ? item.title : item.name,
+          type: filterType,
+          options: buildFilterList(this[filterType], filterType),
+        };
+      });
+    },
+    hasActiveFilters() {
+      return Object.values(this.appliedFilters).some(value => value !== null);
+    },
+    isAllFilterSelected() {
+      return !this.filterListMenuItems.length;
+    },
+  },
+  methods: {
+    addFilter(item) {
+      const { type, id, name } = item;
+      const filterKey = getFilterType(type, 'typeToKey');
+      this.appliedFilters[filterKey] = type === 'labels' ? name : id;
+      this.$emit('filter-change', this.appliedFilters);
+      this.resetDropdown();
+    },
+    removeFilter(type) {
+      const filterKey = getFilterType(type, 'typeToKey');
+      this.appliedFilters[filterKey] = null;
+      this.$emit('filter-change', this.appliedFilters);
+    },
+    clearAllFilters() {
+      this.appliedFilters = {
+        assigned_agent_id: null,
+        inbox_id: null,
+        team_id: null,
+        sla_policy_id: null,
+        label_list: null,
+      };
+      this.$emit('filter-change', this.appliedFilters);
+      this.resetDropdown();
+    },
+    showDropdown() {
+      this.showSubDropdownMenu = false;
+      this.showDropdownMenu = !this.showDropdownMenu;
+    },
+    closeDropdown() {
+      this.showDropdownMenu = false;
+    },
+    openActiveFilterDropdown(filterType) {
+      this.closeDropdown();
+      this.activeFilterType = filterType;
+      this.showSubDropdownMenu = !this.showSubDropdownMenu;
+    },
+    closeActiveFilterDropdown() {
+      this.activeFilterType = '';
+      this.showSubDropdownMenu = false;
+    },
+    resetDropdown() {
+      this.closeDropdown();
+      this.closeActiveFilterDropdown();
+    },
+  },
+};
+</script>
diff --git a/app/javascript/dashboard/routes/dashboard/settings/reports/components/SLA/SLAMetricCard.vue b/app/javascript/dashboard/routes/dashboard/settings/reports/components/SLA/SLAMetricCard.vue
new file mode 100644
index 000000000..634325393
--- /dev/null
+++ b/app/javascript/dashboard/routes/dashboard/settings/reports/components/SLA/SLAMetricCard.vue
@@ -0,0 +1,46 @@
+<template>
+  <div class="flex flex-col gap-2 items-start justify-center min-w-[10rem]">
+    <span
+      class="inline-flex items-center gap-1 text-sm font-medium text-slate-700 dark:text-slate-200"
+    >
+      {{ label }}
+      <fluent-icon
+        v-tooltip.right="toolTip"
+        size="14"
+        icon="information"
+        type="outline"
+        class="flex flex-shrink-0 text-sm font-normal sm:font-medium text-slate-500 dark:text-slate-500"
+      />
+    </span>
+    <div
+      v-if="isLoading"
+      class="w-12 h-6 mb-0.5 rounded-md bg-slate-50 dark:bg-slate-800 animate-pulse"
+    />
+
+    <span v-else class="text-2xl font-medium text-slate-900 dark:text-slate-25">
+      {{ value }}
+    </span>
+  </div>
+</template>
+<script>
+export default {
+  props: {
+    label: {
+      type: String,
+      required: true,
+    },
+    value: {
+      type: [String, Number],
+      required: true,
+    },
+    toolTip: {
+      type: String,
+      required: true,
+    },
+    isLoading: {
+      type: Boolean,
+      default: false,
+    },
+  },
+};
+</script>
diff --git a/app/javascript/dashboard/routes/dashboard/settings/reports/components/SLA/SLAMetrics.vue b/app/javascript/dashboard/routes/dashboard/settings/reports/components/SLA/SLAMetrics.vue
new file mode 100644
index 000000000..5c598b403
--- /dev/null
+++ b/app/javascript/dashboard/routes/dashboard/settings/reports/components/SLA/SLAMetrics.vue
@@ -0,0 +1,53 @@
+<template>
+  <div
+    class="flex sm:flex-row flex-col w-full gap-4 sm:gap-14 bg-white dark:bg-slate-900 rounded-xl border border-slate-75 dark:border-slate-700/50 px-6 py-4"
+  >
+    <SLAMetricCard
+      :label="$t('SLA_REPORTS.METRICS.HIT_RATE.LABEL')"
+      :value="hitRate"
+      :tool-tip="$t('SLA_REPORTS.METRICS.HIT_RATE.TOOLTIP')"
+      :is-loading="isLoading"
+    />
+
+    <div
+      class="w-full sm:w-px h-full border border-slate-75 dark:border-slate-700/50"
+    />
+    <SLAMetricCard
+      :label="$t('SLA_REPORTS.METRICS.NO_OF_MISSES.LABEL')"
+      :value="noOfBreaches"
+      :tool-tip="$t('SLA_REPORTS.METRICS.NO_OF_MISSES.TOOLTIP')"
+      :is-loading="isLoading"
+    />
+    <div
+      class="w-full sm:w-px h-full border border-slate-75 dark:border-slate-700/50"
+    />
+    <SLAMetricCard
+      :label="$t('SLA_REPORTS.METRICS.NO_OF_CONVERSATIONS.LABEL')"
+      :value="noOfConversations"
+      :tool-tip="$t('SLA_REPORTS.METRICS.NO_OF_CONVERSATIONS.TOOLTIP')"
+      :is-loading="isLoading"
+    />
+  </div>
+</template>
+
+<script setup>
+import SLAMetricCard from './SLAMetricCard.vue';
+defineProps({
+  hitRate: {
+    type: String,
+    required: true,
+  },
+  noOfBreaches: {
+    type: Number,
+    required: true,
+  },
+  noOfConversations: {
+    type: Number,
+    required: true,
+  },
+  isLoading: {
+    type: Boolean,
+    default: false,
+  },
+});
+</script>
diff --git a/app/javascript/dashboard/routes/dashboard/settings/reports/components/SLA/SLAReportFilters.vue b/app/javascript/dashboard/routes/dashboard/settings/reports/components/SLA/SLAReportFilters.vue
new file mode 100644
index 000000000..123a921fc
--- /dev/null
+++ b/app/javascript/dashboard/routes/dashboard/settings/reports/components/SLA/SLAReportFilters.vue
@@ -0,0 +1,94 @@
+<template>
+  <div class="flex flex-col flex-wrap w-full gap-3 md:flex-row">
+    <reports-filters-date-range
+      class="sm:min-w-[200px] tiny h-8"
+      @on-range-change="onDateRangeChange"
+    />
+    <woot-date-range-picker
+      v-if="isDateRangeSelected"
+      show-range
+      class="no-margin auto-width sm:min-w-[240px] small h-8"
+      :value="customDateRange"
+      :confirm-text="$t('REPORT.CUSTOM_DATE_RANGE.CONFIRM')"
+      :placeholder="$t('REPORT.CUSTOM_DATE_RANGE.PLACEHOLDER')"
+      @change="onCustomDateRangeChange"
+    />
+    <SLA-filter @filter-change="emitFilterChange" />
+  </div>
+</template>
+<script>
+import WootDateRangePicker from 'dashboard/components/ui/DateRangePicker.vue';
+import ReportsFiltersDateRange from '../Filters/DateRange.vue';
+import SLAFilter from '../SLA/SLAFilter.vue';
+import subDays from 'date-fns/subDays';
+import { DATE_RANGE_OPTIONS } from '../../constants';
+import { getUnixStartOfDay, getUnixEndOfDay } from 'helpers/DateHelper';
+
+export default {
+  components: {
+    WootDateRangePicker,
+    ReportsFiltersDateRange,
+    SLAFilter,
+  },
+
+  data() {
+    return {
+      selectedDateRange: DATE_RANGE_OPTIONS.LAST_7_DAYS,
+      selectedGroupByFilter: null,
+      customDateRange: [new Date(), new Date()],
+    };
+  },
+  computed: {
+    isDateRangeSelected() {
+      return (
+        this.selectedDateRange.id === DATE_RANGE_OPTIONS.CUSTOM_DATE_RANGE.id
+      );
+    },
+    to() {
+      if (this.isDateRangeSelected) {
+        return getUnixEndOfDay(this.customDateRange[1]);
+      }
+      return getUnixEndOfDay(new Date());
+    },
+    from() {
+      if (this.isDateRangeSelected) {
+        return getUnixStartOfDay(this.customDateRange[0]);
+      }
+
+      const { offset } = this.selectedDateRange;
+      const fromDate = subDays(new Date(), offset);
+      return getUnixStartOfDay(fromDate);
+    },
+  },
+  watch: {
+    businessHoursSelected() {
+      this.emitChange();
+    },
+  },
+  mounted() {
+    this.emitChange();
+  },
+  methods: {
+    emitChange() {
+      const { from, to } = this;
+      this.$emit('filter-change', {
+        from,
+        to,
+        ...this.selectedGroupByFilter,
+      });
+    },
+    emitFilterChange(params) {
+      this.selectedGroupByFilter = params;
+      this.emitChange();
+    },
+    onDateRangeChange(selectedRange) {
+      this.selectedDateRange = selectedRange;
+      this.emitChange();
+    },
+    onCustomDateRangeChange(value) {
+      this.customDateRange = value;
+      this.emitChange();
+    },
+  },
+};
+</script>
diff --git a/app/javascript/dashboard/routes/dashboard/settings/reports/components/SLA/SLAReportItem.vue b/app/javascript/dashboard/routes/dashboard/settings/reports/components/SLA/SLAReportItem.vue
new file mode 100644
index 000000000..129265cdf
--- /dev/null
+++ b/app/javascript/dashboard/routes/dashboard/settings/reports/components/SLA/SLAReportItem.vue
@@ -0,0 +1,59 @@
+<script setup>
+import UserAvatarWithName from 'dashboard/components/widgets/UserAvatarWithName.vue';
+import CardLabels from 'dashboard/components/widgets/conversation/conversationCardComponents/CardLabels.vue';
+import SLAViewDetails from './SLAViewDetails.vue';
+defineProps({
+  slaName: {
+    type: String,
+    required: true,
+  },
+  conversationId: {
+    type: Number,
+    required: true,
+  },
+  conversation: {
+    type: Object,
+    required: true,
+  },
+  slaEvents: {
+    type: Array,
+    default: () => [],
+  },
+});
+</script>
+
+<template>
+  <div
+    class="grid content-center items-center h-16 grid-cols-12 gap-4 px-6 py-0 w-full bg-white border-b last:border-b-0 last:rounded-b-xl border-slate-75 dark:border-slate-800/50 dark:bg-slate-900"
+  >
+    <div
+      class="flex items-center gap-2 col-span-6 px-0 py-2 text-sm tracking-[0.5] text-slate-700 dark:text-slate-100 rtl:text-right"
+    >
+      <span class="text-slate-700 dark:text-slate-200">
+        {{ `#${conversationId} ` }}
+      </span>
+      <span class="text-slate-600 dark:text-slate-300">with </span>
+      <span class="text-slate-700 dark:text-slate-200 capitalize truncate">{{
+        conversation.contact.name
+      }}</span>
+      <card-labels
+        class="w-[80%]"
+        :conversation-id="conversationId"
+        :conversation-labels="conversation.labels"
+      />
+    </div>
+    <div
+      class="flex items-center capitalize py-2 px-0 text-sm tracking-[0.5] text-slate-700 dark:text-slate-50 text-left rtl:text-right col-span-2"
+    >
+      {{ slaName }}
+    </div>
+    <div class="flex items-center gap-2 col-span-2">
+      <user-avatar-with-name
+        v-if="conversation.assignee"
+        :user="conversation.assignee"
+      />
+      <span v-else class="text-slate-600 dark:text-slate-200"> --- </span>
+    </div>
+    <SLAViewDetails :sla-events="slaEvents" />
+  </div>
+</template>
diff --git a/app/javascript/dashboard/routes/dashboard/settings/reports/components/SLA/SLATable.vue b/app/javascript/dashboard/routes/dashboard/settings/reports/components/SLA/SLATable.vue
new file mode 100644
index 000000000..61ac3056f
--- /dev/null
+++ b/app/javascript/dashboard/routes/dashboard/settings/reports/components/SLA/SLATable.vue
@@ -0,0 +1,111 @@
+<template>
+  <div>
+    <div
+      class="min-w-full border rounded-xl border-slate-75 dark:border-slate-700/50"
+    >
+      <div
+        class="grid content-center h-12 grid-cols-12 gap-4 px-6 py-0 border-b bg-slate-25 border-slate-75 dark:border-slate-800 rounded-t-xl dark:bg-slate-900"
+      >
+        <table-header-cell
+          :span="6"
+          :label="$t('SLA_REPORTS.TABLE.HEADER.CONVERSATION')"
+        />
+        <table-header-cell
+          :span="2"
+          :label="$t('SLA_REPORTS.TABLE.HEADER.POLICY')"
+        />
+        <table-header-cell
+          :span="2"
+          :label="$t('SLA_REPORTS.TABLE.HEADER.AGENT')"
+        />
+        <table-header-cell :span="2" label="" />
+      </div>
+
+      <div
+        v-if="isLoading"
+        class="flex items-center rounded-b-xl justify-center h-32 bg-white dark:bg-slate-900"
+      >
+        <spinner />
+        <span>{{ $t('SLA_REPORTS.LOADING') }}</span>
+      </div>
+      <div v-else-if="slaReports.length > 0">
+        <SLA-report-item
+          v-for="slaReport in slaReports"
+          :key="slaReport.applied_sla.id"
+          :sla-name="slaReport.applied_sla.sla_name"
+          :conversation="slaReport.conversation"
+          :conversation-id="slaReport.conversation.id"
+          :sla-events="slaReport.sla_events"
+        />
+      </div>
+      <div
+        v-else
+        class="flex items-center justify-center rounded-b-xl h-32 bg-white dark:bg-slate-900"
+      >
+        {{ $t('SLA_REPORTS.NO_RECORDS') }}
+      </div>
+    </div>
+    <table-footer
+      v-if="shouldShowFooter"
+      :current-page="currentPage"
+      :total-count="totalCount"
+      :page-size="pageSize"
+      @page-change="onPageChange"
+    />
+  </div>
+</template>
+
+<script>
+import TableFooter from 'dashboard/components/widgets/TableFooter.vue';
+import TableHeaderCell from 'dashboard/components/widgets/TableHeaderCell.vue';
+import SLAReportItem from './SLAReportItem.vue';
+import Spinner from 'shared/components/Spinner.vue';
+export default {
+  name: 'SLATable',
+  components: {
+    SLAReportItem,
+    TableFooter,
+    Spinner,
+    TableHeaderCell,
+  },
+  props: {
+    slaReports: {
+      type: Array,
+      default: () => [],
+    },
+    totalCount: {
+      type: Number,
+      default: 0,
+    },
+    currentPage: {
+      type: Number,
+      default: 1,
+    },
+    pageSize: {
+      type: Number,
+      default: 25,
+    },
+    isLoading: {
+      type: Boolean,
+      default: false,
+    },
+  },
+  data() {
+    return {
+      pageNo: 1,
+    };
+  },
+  computed: {
+    shouldShowFooter() {
+      return this.currentPage === 1
+        ? this.totalCount > this.pageSize
+        : this.slaReports.length > 0;
+    },
+  },
+  methods: {
+    onPageChange(page) {
+      this.$emit('page-change', page);
+    },
+  },
+};
+</script>
diff --git a/app/javascript/dashboard/routes/dashboard/settings/reports/components/SLA/SLAViewDetails.vue b/app/javascript/dashboard/routes/dashboard/settings/reports/components/SLA/SLAViewDetails.vue
new file mode 100644
index 000000000..cdeda0af2
--- /dev/null
+++ b/app/javascript/dashboard/routes/dashboard/settings/reports/components/SLA/SLAViewDetails.vue
@@ -0,0 +1,55 @@
+<template>
+  <div v-on-clickaway="closeSlaEvents" class="label-wrap">
+    <div
+      class="flex items-center col-span-2 px-0 py-2 text-sm tracking-[0.5] text-slate-700 dark:text-slate-100 rtl:text-right"
+    >
+      <div class="relative">
+        <woot-button
+          color-scheme="secondary"
+          variant="link"
+          @click="openSlaEvents"
+        >
+          {{ $t('SLA_REPORTS.TABLE.VIEW_DETAILS') }}
+        </woot-button>
+        <SLA-popover-card
+          v-if="showSlaPopoverCard"
+          :sla-missed-events="slaEvents"
+          class="right-0"
+        />
+      </div>
+    </div>
+  </div>
+</template>
+
+<script>
+import { mixin as clickaway } from 'vue-clickaway';
+import SLAPopoverCard from 'dashboard/components/widgets/conversation/components/SLAPopoverCard.vue';
+export default {
+  components: {
+    SLAPopoverCard,
+  },
+  mixins: [clickaway],
+
+  props: {
+    slaEvents: {
+      type: Array,
+      default: () => [],
+    },
+  },
+
+  data() {
+    return {
+      showSlaPopoverCard: false,
+    };
+  },
+
+  methods: {
+    closeSlaEvents() {
+      this.showSlaPopoverCard = false;
+    },
+    openSlaEvents() {
+      this.showSlaPopoverCard = !this.showSlaPopoverCard;
+    },
+  },
+};
+</script>
diff --git a/app/javascript/dashboard/routes/dashboard/settings/reports/components/SLA/helpers/SLAFilterHelpers.js b/app/javascript/dashboard/routes/dashboard/settings/reports/components/SLA/helpers/SLAFilterHelpers.js
new file mode 100644
index 000000000..cac7e93c3
--- /dev/null
+++ b/app/javascript/dashboard/routes/dashboard/settings/reports/components/SLA/helpers/SLAFilterHelpers.js
@@ -0,0 +1,37 @@
+export const buildFilterList = (items, type) =>
+  // Build the filter list for the dropdown
+  items.map(item => ({
+    id: item.id,
+    name: type === 'labels' ? item.title : item.name,
+    type,
+  }));
+
+export const getActiveFilter = (filters, type, key) => {
+  // Method is used to get the active filter from the filter list
+  return filters.find(filterItem =>
+    type === 'labels'
+      ? filterItem.title === key
+      : filterItem.id.toString() === key.toString()
+  );
+};
+
+export const getFilterType = (input, direction) => {
+  // Method is used to map the filter key to the filter type
+  const filterMap = {
+    keyToType: {
+      assigned_agent_id: 'agents',
+      inbox_id: 'inboxes',
+      team_id: 'teams',
+      sla_policy_id: 'sla',
+      label_list: 'labels',
+    },
+    typeToKey: {
+      agents: 'assigned_agent_id',
+      inboxes: 'inbox_id',
+      teams: 'team_id',
+      sla: 'sla_policy_id',
+      labels: 'label_list',
+    },
+  };
+  return filterMap[direction][input];
+};
diff --git a/app/javascript/dashboard/routes/dashboard/settings/reports/reports.routes.js b/app/javascript/dashboard/routes/dashboard/settings/reports/reports.routes.js
index 5e363553d..3792567da 100644
--- a/app/javascript/dashboard/routes/dashboard/settings/reports/reports.routes.js
+++ b/app/javascript/dashboard/routes/dashboard/settings/reports/reports.routes.js
@@ -9,6 +9,7 @@ const TeamReports = () => import('./TeamReports.vue');
 const CsatResponses = () => import('./CsatResponses.vue');
 const BotReports = () => import('./BotReports.vue');
 const LiveReports = () => import('./LiveReports.vue');
+const SLAReports = () => import('./SLAReports.vue');
 
 export default {
   routes: [
@@ -151,5 +152,22 @@ export default {
         },
       ],
     },
+    {
+      path: frontendURL('accounts/:accountId/reports'),
+      component: SettingsContent,
+      props: {
+        headerTitle: 'SLA_REPORTS.HEADER',
+        icon: 'document-list-clock',
+        keepAlive: false,
+      },
+      children: [
+        {
+          path: 'sla',
+          name: 'sla_reports',
+          roles: ['administrator'],
+          component: SLAReports,
+        },
+      ],
+    },
   ],
 };
diff --git a/app/javascript/dashboard/routes/dashboard/settings/sla/Index.vue b/app/javascript/dashboard/routes/dashboard/settings/sla/Index.vue
index 8728a236c..21d2f5257 100644
--- a/app/javascript/dashboard/routes/dashboard/settings/sla/Index.vue
+++ b/app/javascript/dashboard/routes/dashboard/settings/sla/Index.vue
@@ -1,110 +1,82 @@
 <template>
-  <div class="flex-1 overflow-auto p-4">
-    <woot-button
-      color-scheme="success"
-      class-names="button--fixed-top"
-      icon="add-circle"
-      @click="openAddPopup"
-    >
-      {{ $t('SLA.HEADER_BTN_TXT') }}
-    </woot-button>
-    <div class="flex flex-row gap-4">
-      <div class="w-full xl:w-3/5">
-        <p
-          v-if="!uiFlags.isFetching && !records.length"
-          class="flex h-full items-center flex-col justify-center"
-        >
-          {{ $t('SLA.LIST.404') }}
-        </p>
-        <woot-loading-state
-          v-if="uiFlags.isFetching"
-          :message="$t('SLA.LOADING')"
+  <settings-layout
+    :is-loading="uiFlags.isFetching"
+    :loading-message="$t('SLA.LOADING')"
+  >
+    <template #header>
+      <SLA-header :show-actions="records.length > 0" @click="openAddPopup" />
+    </template>
+    <template #loading>
+      <SLAListItemLoading v-for="ii in 2" :key="ii" class="mb-3" />
+    </template>
+    <template #body>
+      <SLAPaywallEnterprise
+        v-if="isBehindAPaywall"
+        :is-super-admin="isSuperAdmin"
+        :is-on-chatwoot-cloud="isOnChatwootCloud"
+        @click="onClickCTA"
+      />
+      <SLAEmptyState
+        v-else-if="!records.length"
+        @primary-action="openAddPopup"
+      />
+      <div v-else class="flex flex-col w-full h-full gap-3">
+        <SLA-list-item
+          v-for="sla in records"
+          :key="sla.title"
+          :sla-name="sla.name"
+          :description="sla.description"
+          :first-response="displayTime(sla.first_response_time_threshold)"
+          :next-response="displayTime(sla.next_response_time_threshold)"
+          :resolution-time="displayTime(sla.resolution_time_threshold)"
+          :has-business-hours="sla.only_during_business_hours"
+          :is-loading="loading[sla.id]"
+          @click="openDeletePopup(sla)"
         />
-        <table v-if="!uiFlags.isFetching && records.length" class="woot-table">
-          <thead>
-            <th v-for="thHeader in $t('SLA.LIST.TABLE_HEADER')" :key="thHeader">
-              {{ thHeader }}
-            </th>
-          </thead>
-          <tbody>
-            <tr v-for="sla in records" :key="sla.title">
-              <td>
-                <span
-                  class="inline-block overflow-hidden whitespace-nowrap text-ellipsis"
-                >
-                  {{ sla.name }}
-                </span>
-              </td>
-              <td>{{ sla.description }}</td>
-              <td>
-                <span class="flex items-center">
-                  {{ displayTime(sla.first_response_time_threshold) }}
-                </span>
-              </td>
-              <td>
-                <span class="flex items-center">
-                  {{ displayTime(sla.next_response_time_threshold) }}
-                </span>
-              </td>
-              <td>
-                <span class="flex items-center">
-                  {{ displayTime(sla.resolution_time_threshold) }}
-                </span>
-              </td>
-              <td>
-                <span class="flex items-center">
-                  {{ sla.only_during_business_hours }}
-                </span>
-              </td>
-              <td class="button-wrapper">
-                <woot-button
-                  v-tooltip.top="$t('SLA.FORM.DELETE')"
-                  variant="smooth"
-                  color-scheme="alert"
-                  size="tiny"
-                  icon="dismiss-circle"
-                  class-names="grey-btn"
-                  :is-loading="loading[sla.id]"
-                  @click="openDeletePopup(sla)"
-                />
-              </td>
-            </tr>
-          </tbody>
-        </table>
       </div>
 
-      <div class="w-1/3 hidden xl:block">
-        <span v-dompurify-html="$t('SLA.SIDEBAR_TXT')" />
-      </div>
-    </div>
-    <woot-modal :show.sync="showAddPopup" :on-close="hideAddPopup">
-      <add-SLA @close="hideAddPopup" />
-    </woot-modal>
+      <woot-modal :show.sync="showAddPopup" :on-close="hideAddPopup">
+        <add-SLA @close="hideAddPopup" />
+      </woot-modal>
 
-    <woot-delete-modal
-      :show.sync="showDeleteConfirmationPopup"
-      :on-close="closeDeletePopup"
-      :on-confirm="confirmDeletion"
-      :title="$t('SLA.DELETE.CONFIRM.TITLE')"
-      :message="$t('SLA.DELETE.CONFIRM.MESSAGE')"
-      :message-value="deleteMessage"
-      :confirm-text="deleteConfirmText"
-      :reject-text="deleteRejectText"
-    />
-  </div>
+      <woot-delete-modal
+        :show.sync="showDeleteConfirmationPopup"
+        :on-close="closeDeletePopup"
+        :on-confirm="confirmDeletion"
+        :title="$t('SLA.DELETE.CONFIRM.TITLE')"
+        :message="$t('SLA.DELETE.CONFIRM.MESSAGE')"
+        :message-value="deleteMessage"
+        :confirm-text="deleteConfirmText"
+        :reject-text="deleteRejectText"
+      />
+    </template>
+  </settings-layout>
 </template>
 <script>
+import AddSLA from './AddSLA.vue';
+import SettingsLayout from '../SettingsLayout.vue';
+import SLAEmptyState from './components/SLAEmptyState.vue';
+import SLAHeader from './components/SLAHeader.vue';
+import SLAListItem from './components/SLAListItem.vue';
+import SLAListItemLoading from './components/SLAListItemLoading.vue';
+import SLAPaywallEnterprise from './components/SLAPaywallEnterprise.vue';
+
 import { mapGetters } from 'vuex';
 import { convertSecondsToTimeUnit } from '@chatwoot/utils';
-
-import AddSLA from './AddSLA.vue';
 import alertMixin from 'shared/mixins/alertMixin';
+import configMixin from 'shared/mixins/configMixin';
 
 export default {
   components: {
     AddSLA,
+    SettingsLayout,
+    SLAEmptyState,
+    SLAHeader,
+    SLAListItem,
+    SLAListItemLoading,
+    SLAPaywallEnterprise,
   },
-  mixins: [alertMixin],
+  mixins: [alertMixin, configMixin],
   data() {
     return {
       loading: {},
@@ -115,7 +87,12 @@ export default {
   },
   computed: {
     ...mapGetters({
+      globalConfig: 'globalConfig/get',
+      isOnChatwootCloud: 'globalConfig/isOnChatwootCloud',
+      isFeatureEnabledonAccount: 'accounts/isFeatureEnabledonAccount',
       records: 'sla/getSLA',
+      currentUser: 'getCurrentUser',
+      accountId: 'getCurrentAccountId',
       uiFlags: 'sla/getUIFlags',
     }),
     deleteConfirmText() {
@@ -127,12 +104,21 @@ export default {
     deleteMessage() {
       return ` ${this.selectedResponse.name}`;
     },
+    isBehindAPaywall() {
+      return !this.isFeatureEnabledonAccount(this.accountId, 'sla');
+    },
+    isSuperAdmin() {
+      return this.currentUser.type === 'SuperAdmin';
+    },
   },
   mounted() {
     this.$store.dispatch('sla/get');
   },
   methods: {
     openAddPopup() {
+      if (this.isBehindAPaywall) {
+        return;
+      }
       this.showAddPopup = true;
     },
     hideAddPopup() {
@@ -172,6 +158,12 @@ export default {
       if (!time) return '-';
       return `${time}${unit}`;
     },
+    onClickCTA() {
+      this.$router.push({
+        name: 'billing_settings_index',
+        params: { accountId: this.accountId },
+      });
+    },
   },
 };
 </script>
diff --git a/app/javascript/dashboard/routes/dashboard/settings/sla/SlaForm.vue b/app/javascript/dashboard/routes/dashboard/settings/sla/SlaForm.vue
index 029e2bda8..bbe0ac7fe 100644
--- a/app/javascript/dashboard/routes/dashboard/settings/sla/SlaForm.vue
+++ b/app/javascript/dashboard/routes/dashboard/settings/sla/SlaForm.vue
@@ -5,6 +5,11 @@
         v-model="name"
         :class="{ error: $v.name.$error }"
         class="w-full"
+        :styles="{
+          borderRadius: '12px',
+          padding: '6px 12px',
+          fontSize: '14px',
+        }"
         :label="$t('SLA.FORM.NAME.LABEL')"
         :placeholder="$t('SLA.FORM.NAME.PLACEHOLDER')"
         :error="getSlaNameErrorMessage"
@@ -13,6 +18,11 @@
       <woot-input
         v-model="description"
         class="w-full"
+        :styles="{
+          borderRadius: '12px',
+          padding: '6px 12px',
+          fontSize: '14px',
+        }"
         :label="$t('SLA.FORM.DESCRIPTION.LABEL')"
         :placeholder="$t('SLA.FORM.DESCRIPTION.PLACEHOLDER')"
       />
@@ -29,23 +39,29 @@
         @isInValid="handleIsInvalid(index, $event)"
       />
 
-      <div class="flex items-center w-full gap-2">
-        <input id="sla_bh" v-model="onlyDuringBusinessHours" type="checkbox" />
-        <label for="sla_bh">
+      <div
+        class="mt-3 flex h-10 items-center text-sm w-full gap-2 border border-solid border-slate-200 dark:border-slate-600 px-3 py-1.5 rounded-xl justify-between"
+      >
+        <span for="sla_bh" class="text-slate-700 dark:text-slate-200">
           {{ $t('SLA.FORM.BUSINESS_HOURS.PLACEHOLDER') }}
-        </label>
+        </span>
+        <woot-switch id="sla_bh" v-model="onlyDuringBusinessHours" />
       </div>
 
-      <div class="flex items-center justify-end w-full gap-2 px-0 py-2">
+      <div class="flex items-center justify-end w-full gap-2 mt-8">
+        <woot-button
+          class="px-4 rounded-xl button clear outline-woot-200/50 outline"
+          @click.prevent="onClose"
+        >
+          {{ $t('SLA.FORM.CANCEL') }}
+        </woot-button>
         <woot-button
           :is-disabled="isSubmitDisabled"
+          class="px-4 rounded-xl"
           :is-loading="uiFlags.isUpdating"
         >
           {{ submitLabel }}
         </woot-button>
-        <woot-button class="button clear" @click.prevent="onClose">
-          {{ $t('SLA.FORM.CANCEL') }}
-        </woot-button>
       </div>
     </form>
   </div>
diff --git a/app/javascript/dashboard/routes/dashboard/settings/sla/SlaTimeInput.vue b/app/javascript/dashboard/routes/dashboard/settings/sla/SlaTimeInput.vue
index 5cf6229c3..d8c7594c2 100644
--- a/app/javascript/dashboard/routes/dashboard/settings/sla/SlaTimeInput.vue
+++ b/app/javascript/dashboard/routes/dashboard/settings/sla/SlaTimeInput.vue
@@ -1,18 +1,24 @@
 <template>
-  <div class="relative mt-2 w-full">
+  <div class="flex items-center w-full gap-3">
     <woot-input
       v-model="thresholdTime"
       :class="{ error: $v.thresholdTime.$error }"
-      class="w-full [&>input]:pr-24"
+      class="flex-grow"
+      :styles="{
+        borderRadius: '12px',
+        padding: '6px 12px',
+        fontSize: '14px',
+      }"
       :label="label"
       :placeholder="placeholder"
       :error="getThresholdTimeErrorMessage"
       @input="onThresholdTimeChange"
     />
-    <div class="absolute right-px h-9 top-[27px] flex items-center">
+    <!-- the mt-7 handles the label offset -->
+    <div class="mt-7">
       <select
         v-model="thresholdUnitValue"
-        class="h-full rounded-[4px] hover:cursor-pointer font-medium border-1 border-solid bg-transparent border-transparent dark:border-transparent mb-0 py-0 pl-2 pr-7 text-slate-600 dark:text-slate-300 dark:focus:border-woot-500 focus:border-woot-500 text-sm"
+        class="px-4 py-1.5 min-w-[6.5rem] h-10 text-sm font-medium border-0 bg-slate-50 rounded-xl hover:cursor-pointer pr-7 text-slate-800 dark:text-slate-300"
         @change="onThresholdUnitChange"
       >
         <option
@@ -56,9 +62,9 @@ export default {
       thresholdTime: this.threshold || '',
       thresholdUnitValue: this.thresholdUnit,
       options: [
-        { value: 'Minutes', label: 'Minutes' },
-        { value: 'Hours', label: 'Hours' },
-        { value: 'Days', label: 'Days' },
+        { value: 'Minutes', label: 'minutes' },
+        { value: 'Hours', label: 'hours' },
+        { value: 'Days', label: 'days' },
       ],
     };
   },
diff --git a/app/javascript/dashboard/routes/dashboard/settings/sla/components/BaseEmptyState.vue b/app/javascript/dashboard/routes/dashboard/settings/sla/components/BaseEmptyState.vue
new file mode 100644
index 000000000..eb8bfd65a
--- /dev/null
+++ b/app/javascript/dashboard/routes/dashboard/settings/sla/components/BaseEmptyState.vue
@@ -0,0 +1,33 @@
+<script setup>
+import SLAListItem from './SLAListItem.vue';
+</script>
+
+<template>
+  <div class="w-full min-h-[12rem] relative">
+    <div class="w-full space-y-3">
+      <SLA-list-item
+        class="opacity-25 dark:opacity-20"
+        :sla-name="$t('SLA.LIST.EMPTY.TITLE_1')"
+        :description="$t('SLA.LIST.EMPTY.DESC_1')"
+        first-response="20m"
+        next-response="1h"
+        resolution-time="24h"
+        has-business-hours
+      />
+      <SLA-list-item
+        class="opacity-25 dark:opacity-20"
+        :sla-name="$t('SLA.LIST.EMPTY.TITLE_2')"
+        :description="$t('SLA.LIST.EMPTY.DESC_2')"
+        first-response="2h"
+        next-response="4h"
+        resolution-time="4d"
+        has-business-hours
+      />
+    </div>
+    <div
+      class="absolute inset-0 flex flex-col items-center justify-center w-full h-full bg-gradient-to-t from-white dark:from-slate-900 to-transparent"
+    >
+      <slot />
+    </div>
+  </div>
+</template>
diff --git a/app/javascript/dashboard/routes/dashboard/settings/sla/components/SLABusinessHoursLabel.vue b/app/javascript/dashboard/routes/dashboard/settings/sla/components/SLABusinessHoursLabel.vue
new file mode 100644
index 000000000..8790fe2a8
--- /dev/null
+++ b/app/javascript/dashboard/routes/dashboard/settings/sla/components/SLABusinessHoursLabel.vue
@@ -0,0 +1,39 @@
+<script setup>
+defineProps({
+  hasBusinessHours: {
+    type: Boolean,
+    required: true,
+  },
+});
+</script>
+<template>
+  <div
+    class="inline-flex items-center min-w-0 gap-1 px-1.5 sm:px-2 py-1 border border-solid rounded-lg border-slate-75 dark:border-slate-700/50"
+  >
+    <fluent-icon
+      size="14"
+      :icon="hasBusinessHours ? 'alarm-on' : 'alarm-off'"
+      type="outline"
+      class="flex-shrink-0"
+      :class="
+        hasBusinessHours
+          ? 'text-slate-600 dark:text-slate-400'
+          : 'text-slate-300 dark:text-slate-700'
+      "
+    />
+    <span
+      class="hidden text-xs tracking-[0.2%] font-normal truncate sm:block"
+      :class="
+        hasBusinessHours
+          ? 'text-slate-600 dark:text-slate-400'
+          : 'text-slate-300 dark:text-slate-700'
+      "
+    >
+      {{
+        hasBusinessHours
+          ? $t('SLA.LIST.BUSINESS_HOURS_ON')
+          : $t('SLA.LIST.BUSINESS_HOURS_OFF')
+      }}
+    </span>
+  </div>
+</template>
diff --git a/app/javascript/dashboard/routes/dashboard/settings/sla/components/SLAEmptyState.vue b/app/javascript/dashboard/routes/dashboard/settings/sla/components/SLAEmptyState.vue
new file mode 100644
index 000000000..cfb40dbdc
--- /dev/null
+++ b/app/javascript/dashboard/routes/dashboard/settings/sla/components/SLAEmptyState.vue
@@ -0,0 +1,22 @@
+<script setup>
+import BaseEmptyState from './BaseEmptyState.vue';
+
+const emit = defineEmits(['primary-action']);
+const primaryAction = () => emit('primary-action');
+</script>
+
+<template>
+  <base-empty-state>
+    <p class="max-w-xs text-sm font-medium text-center">
+      {{ $t('SLA.LIST.404') }}
+    </p>
+    <woot-button
+      color-scheme="primary"
+      icon="plus-sign"
+      class="px-5 mt-4 rounded-xl"
+      @click="primaryAction"
+    >
+      {{ $t('SLA.ADD_ACTION_LONG') }}
+    </woot-button>
+  </base-empty-state>
+</template>
diff --git a/app/javascript/dashboard/routes/dashboard/settings/sla/components/SLAHeader.vue b/app/javascript/dashboard/routes/dashboard/settings/sla/components/SLAHeader.vue
new file mode 100644
index 000000000..498b5c856
--- /dev/null
+++ b/app/javascript/dashboard/routes/dashboard/settings/sla/components/SLAHeader.vue
@@ -0,0 +1,30 @@
+<script setup>
+import BaseSettingsHeader from '../../components/BaseSettingsHeader.vue';
+
+defineProps({
+  showActions: {
+    type: Boolean,
+    default: true,
+  },
+});
+</script>
+<template>
+  <base-settings-header
+    :title="$t('SLA.HEADER')"
+    :description="$t('SLA.DESCRIPTION')"
+    :link-text="$t('SLA.LEARN_MORE')"
+    href="/"
+    icon-name="document-list-clock"
+  >
+    <template v-if="showActions" #actions>
+      <woot-button
+        color-scheme="primary"
+        icon="plus-sign"
+        class="rounded-xl"
+        @click="$emit('click')"
+      >
+        {{ $t('SLA.ADD_ACTION') }}
+      </woot-button>
+    </template>
+  </base-settings-header>
+</template>
diff --git a/app/javascript/dashboard/routes/dashboard/settings/sla/components/SLAListItem.vue b/app/javascript/dashboard/routes/dashboard/settings/sla/components/SLAListItem.vue
new file mode 100644
index 000000000..08e66dbfe
--- /dev/null
+++ b/app/javascript/dashboard/routes/dashboard/settings/sla/components/SLAListItem.vue
@@ -0,0 +1,68 @@
+<script setup>
+import BaseSettingsListItem from '../../components/BaseSettingsListItem.vue';
+import SLAResponseTime from './SLAResponseTime.vue';
+import SLABusinessHoursLabel from './SLABusinessHoursLabel.vue';
+
+defineProps({
+  slaName: {
+    type: String,
+    required: true,
+  },
+  description: {
+    type: String,
+    required: true,
+  },
+  firstResponse: {
+    type: String,
+    required: true,
+  },
+  nextResponse: {
+    type: String,
+    required: true,
+  },
+  resolutionTime: {
+    type: String,
+    required: true,
+  },
+  hasBusinessHours: {
+    type: Boolean,
+    required: true,
+  },
+  isLoading: {
+    type: Boolean,
+    default: false,
+  },
+});
+</script>
+<template>
+  <base-settings-list-item
+    class="sm:divide-x sm:divide-slate-75 sm:dark:divide-slate-700/50"
+    :title="slaName"
+    :description="description"
+  >
+    <template #label>
+      <SLA-business-hours-label :has-business-hours="hasBusinessHours" />
+    </template>
+    <template #rightSection>
+      <div
+        class="flex items-center divide-x rtl:divide-x-reverse sm:rtl:!border-l-0 sm:rtl:!border-r sm:rtl:border-solid sm:rtl:border-slate-75 sm:rtl:dark:border-slate-700/50 gap-1.5 w-fit sm:w-full sm:gap-0 sm:justify-between divide-slate-75 dark:divide-slate-700/50"
+      >
+        <SLA-response-time response-type="FRT" :response-time="firstResponse" />
+        <SLA-response-time response-type="NRT" :response-time="nextResponse" />
+        <SLA-response-time response-type="RT" :response-time="resolutionTime" />
+      </div>
+    </template>
+    <template #actions>
+      <woot-button
+        v-tooltip.top="$t('SLA.FORM.DELETE')"
+        variant="smooth"
+        color-scheme="alert"
+        size="tiny"
+        icon="delete"
+        class-names="grey-btn"
+        :is-loading="isLoading"
+        @click="$emit('click')"
+      />
+    </template>
+  </base-settings-list-item>
+</template>
diff --git a/app/javascript/dashboard/routes/dashboard/settings/sla/components/SLAListItemLoading.vue b/app/javascript/dashboard/routes/dashboard/settings/sla/components/SLAListItemLoading.vue
new file mode 100644
index 000000000..9041d6a2d
--- /dev/null
+++ b/app/javascript/dashboard/routes/dashboard/settings/sla/components/SLAListItemLoading.vue
@@ -0,0 +1,40 @@
+<script setup>
+import BaseSettingsListItem from '../../components/BaseSettingsListItem.vue';
+</script>
+<template>
+  <base-settings-list-item class="opacity-50">
+    <template #title>
+      <div
+        class="w-24 h-[26px] rounded-md bg-slate-50 dark:bg-slate-700 animate-pulse"
+      />
+    </template>
+    <template #description>
+      <div
+        class="w-64 h-4 mb-0.5 rounded-md bg-slate-50 dark:bg-slate-700 animate-pulse"
+      />
+      <div
+        class="w-48 h-4 rounded-md bg-slate-50 dark:bg-slate-700 animate-pulse"
+      />
+    </template>
+    <template #label>
+      <div
+        class="w-32 h-[26px] bg-slate-50 dark:bg-slate-700 animate-pulse rounded-md"
+      />
+    </template>
+    <template #rightSection>
+      <div
+        class="flex items-center sm:rtl:!border-l-0 sm:rtl:!border-r sm:rtl:border-solid sm:rtl:border-slate-75 sm:rtl:dark:border-slate-700/50 gap-1.5 w-fit sm:w-full sm:gap-0 sm:justify-between"
+      >
+        <div
+          v-for="ii in 3"
+          :key="ii"
+          class="flex justify-end w-1/3 h-full px-4"
+        >
+          <div
+            class="w-32 h-full rounded-md bg-slate-50 dark:bg-slate-700 animate-pulse"
+          />
+        </div>
+      </div>
+    </template>
+  </base-settings-list-item>
+</template>
diff --git a/app/javascript/dashboard/routes/dashboard/settings/sla/components/SLAPaywallEnterprise.vue b/app/javascript/dashboard/routes/dashboard/settings/sla/components/SLAPaywallEnterprise.vue
new file mode 100644
index 000000000..f5f8707c1
--- /dev/null
+++ b/app/javascript/dashboard/routes/dashboard/settings/sla/components/SLAPaywallEnterprise.vue
@@ -0,0 +1,73 @@
+<script setup>
+import BaseEmptyState from './BaseEmptyState.vue';
+
+const props = defineProps({
+  isSuperAdmin: {
+    type: Boolean,
+    default: false,
+  },
+  isOnChatwootCloud: {
+    type: Boolean,
+    default: false,
+  },
+});
+
+const emit = defineEmits(['click']);
+const i18nKey = props.isOnChatwootCloud ? 'PAYWALL' : 'ENTERPRISE_PAYWALL';
+</script>
+
+<template>
+  <base-empty-state>
+    <div
+      class="flex flex-col max-w-md px-6 py-6 bg-white border shadow dark:bg-slate-800 rounded-xl border-slate-100 dark:border-slate-900"
+    >
+      <div class="flex items-center w-full gap-2 mb-4">
+        <span
+          class="flex items-center justify-center w-6 h-6 rounded-full bg-woot-75/70 dark:bg-woot-800/40"
+        >
+          <fluent-icon
+            size="14"
+            class="flex-shrink-0 text-woot-500 dark:text-woot-500"
+            icon="lock-closed"
+          />
+        </span>
+        <span class="text-base font-medium text-slate-900 dark:text-white">
+          {{ $t('SLA.PAYWALL.TITLE') }}
+        </span>
+      </div>
+      <p
+        class="text-sm font-normal"
+        v-html="$t(`SLA.${i18nKey}.AVAILABLE_ON`)"
+      />
+      <p class="text-sm font-normal">
+        {{ $t(`SLA.${i18nKey}.UPGRADE_PROMPT`) }}
+        <span v-if="!isOnChatwootCloud && !isSuperAdmin">
+          {{ $t('SLA.ENTERPRISE_PAYWALL.ASK_ADMIN') }}
+        </span>
+      </p>
+      <template v-if="isOnChatwootCloud">
+        <woot-button
+          color-scheme="primary"
+          class="w-full mt-2 text-center rounded-xl"
+          size="expanded"
+          is-expanded
+          @click="emit('click')"
+        >
+          {{ $t('SLA.PAYWALL.UPGRADE_NOW') }}
+        </woot-button>
+      </template>
+      <template v-if="isSuperAdmin">
+        <a href="/super_admin" class="block w-full">
+          <woot-button
+            color-scheme="primary"
+            class="w-full mt-2 text-center rounded-xl"
+            size="expanded"
+            is-expanded
+          >
+            {{ $t('SLA.PAYWALL.UPGRADE_NOW') }}
+          </woot-button>
+        </a>
+      </template>
+    </div>
+  </base-empty-state>
+</template>
diff --git a/app/javascript/dashboard/routes/dashboard/settings/sla/components/SLAResponseTime.vue b/app/javascript/dashboard/routes/dashboard/settings/sla/components/SLAResponseTime.vue
new file mode 100644
index 000000000..a2caaa4e5
--- /dev/null
+++ b/app/javascript/dashboard/routes/dashboard/settings/sla/components/SLAResponseTime.vue
@@ -0,0 +1,36 @@
+<script setup>
+defineProps({
+  responseType: {
+    type: String,
+    default: '',
+  },
+  responseTime: {
+    type: String,
+    default: '',
+  },
+});
+</script>
+<template>
+  <div
+    class="flex flex-row items-start w-full h-full gap-1 sm:items-end sm:px-6 sm:py-2 sm:gap-2 sm:flex-col"
+  >
+    <span
+      class="inline-flex items-center gap-1 tracking-[-0.6%] text-sm ltr:pl-1.5 sm:ltr:pl-0 rtl:pr-1.5 sm:rtl:pr-0 text-slate-600 dark:text-slate-300"
+    >
+      <fluent-icon
+        v-tooltip.left="$t(`SLA.LIST.RESPONSE_TYPES.${responseType}`)"
+        size="14"
+        icon="information"
+        type="outline"
+        class="flex-shrink-0 hidden text-sm font-normal sm:flex sm:font-medium text-slate-500 dark:text-slate-500"
+      />
+      {{ $t(`SLA.LIST.RESPONSE_TYPES.SHORT_HAND.${responseType}`) }}
+      <span class="flex sm:hidden">:</span>
+    </span>
+    <span
+      class="text-sm sm:text-2xl font-medium tracking-[-1.5%] text-slate-900 dark:text-slate-25"
+    >
+      {{ responseTime }}
+    </span>
+  </div>
+</template>
diff --git a/app/javascript/dashboard/routes/dashboard/settings/sla/sla.routes.js b/app/javascript/dashboard/routes/dashboard/settings/sla/sla.routes.js
index 473cb03cb..a9c68470a 100644
--- a/app/javascript/dashboard/routes/dashboard/settings/sla/sla.routes.js
+++ b/app/javascript/dashboard/routes/dashboard/settings/sla/sla.routes.js
@@ -1,18 +1,14 @@
 import { frontendURL } from '../../../../helper/URLHelper';
 
-const SettingsContent = () => import('../Wrapper.vue');
+const SettingsWrapper = () => import('../SettingsWrapper.vue');
 const Index = () => import('./Index.vue');
 
 export default {
   routes: [
     {
       path: frontendURL('accounts/:accountId/settings/sla'),
-      component: SettingsContent,
-      props: {
-        headerTitle: 'SLA.HEADER',
-        icon: 'document-list-clock',
-        showNewButton: true,
-      },
+      component: SettingsWrapper,
+      props: {},
       children: [
         {
           path: '',
diff --git a/app/javascript/dashboard/store/index.js b/app/javascript/dashboard/store/index.js
index 91b84ddd1..2f8a9c1e5 100755
--- a/app/javascript/dashboard/store/index.js
+++ b/app/javascript/dashboard/store/index.js
@@ -44,6 +44,7 @@ import teams from './modules/teams';
 import userNotificationSettings from './modules/userNotificationSettings';
 import webhooks from './modules/webhooks';
 import draftMessages from './modules/draftMessages';
+import SLAReports from './modules/SLAReports';
 
 import LogRocket from 'logrocket';
 import createPlugin from 'logrocket-vuex';
@@ -111,6 +112,7 @@ export default new Vuex.Store({
     webhooks,
     draftMessages,
     sla,
+    slaReports: SLAReports,
   },
   plugins,
 });
diff --git a/app/javascript/dashboard/store/modules/SLAReports.js b/app/javascript/dashboard/store/modules/SLAReports.js
new file mode 100644
index 000000000..2f0b5b4b5
--- /dev/null
+++ b/app/javascript/dashboard/store/modules/SLAReports.js
@@ -0,0 +1,107 @@
+import * as MutationHelpers from 'shared/helpers/vuex/mutationHelpers';
+import types from '../mutation-types';
+import SLAReportsAPI from '../../api/slaReports';
+import { downloadCsvFile } from 'dashboard/helper/downloadHelper';
+export const state = {
+  records: [],
+  metrics: {
+    numberOfConversations: 0,
+    numberOfSLAMisses: 0,
+    hitRate: '0%',
+  },
+  uiFlags: {
+    isFetching: false,
+    isFetchingMetrics: false,
+  },
+  meta: {
+    count: 0,
+    currentPage: 1,
+  },
+};
+
+export const getters = {
+  getAll(_state) {
+    return _state.records;
+  },
+  getMeta(_state) {
+    return _state.meta;
+  },
+  getMetrics(_state) {
+    return _state.metrics;
+  },
+  getUIFlags(_state) {
+    return _state.uiFlags;
+  },
+};
+
+export const actions = {
+  get: async function getResponses({ commit }, params) {
+    commit(types.SET_SLA_REPORTS_UI_FLAG, { isFetching: true });
+    try {
+      const response = await SLAReportsAPI.get(params);
+      const { payload, meta } = response.data;
+
+      commit(types.SET_SLA_REPORTS, payload);
+      commit(types.SET_SLA_REPORTS_META, meta);
+    } catch (error) {
+      throw new Error(error);
+    } finally {
+      commit(types.SET_SLA_REPORTS_UI_FLAG, { isFetching: false });
+    }
+  },
+  getMetrics: async function getMetrics({ commit }, params) {
+    commit(types.SET_SLA_REPORTS_UI_FLAG, { isFetchingMetrics: true });
+    try {
+      const response = await SLAReportsAPI.getMetrics(params);
+      commit(types.SET_SLA_REPORTS_METRICS, response.data);
+    } catch (error) {
+      // Ignore error
+    } finally {
+      commit(types.SET_SLA_REPORTS_UI_FLAG, { isFetchingMetrics: false });
+    }
+  },
+  download(_, params) {
+    return SLAReportsAPI.download(params).then(response => {
+      downloadCsvFile(params.fileName, response.data);
+    });
+  },
+};
+
+export const mutations = {
+  [types.SET_SLA_REPORTS_UI_FLAG](_state, data) {
+    _state.uiFlags = {
+      ..._state.uiFlags,
+      ...data,
+    };
+  },
+
+  [types.SET_SLA_REPORTS]: MutationHelpers.set,
+  [types.SET_SLA_REPORTS_METRICS](
+    _state,
+    {
+      number_of_sla_misses: numberOfSLAMisses,
+      hit_rate: hitRate,
+      total_applied_slas: numberOfConversations,
+    }
+  ) {
+    _state.metrics = {
+      numberOfSLAMisses,
+      hitRate,
+      numberOfConversations,
+    };
+  },
+  [types.SET_SLA_REPORTS_META](_state, { count, current_page: currentPage }) {
+    _state.meta = {
+      count,
+      currentPage,
+    };
+  },
+};
+
+export default {
+  namespaced: true,
+  state,
+  getters,
+  actions,
+  mutations,
+};
diff --git a/app/javascript/dashboard/store/modules/accounts.js b/app/javascript/dashboard/store/modules/accounts.js
index c11312914..3b67c69dc 100644
--- a/app/javascript/dashboard/store/modules/accounts.js
+++ b/app/javascript/dashboard/store/modules/accounts.js
@@ -1,12 +1,15 @@
 import * as MutationHelpers from 'shared/helpers/vuex/mutationHelpers';
 import * as types from '../mutation-types';
 import AccountAPI from '../../api/account';
+import { differenceInDays } from 'date-fns';
 import EnterpriseAccountAPI from '../../api/enterprise/account';
 import { throwErrorMessage } from '../utils/api';
 
 const findRecordById = ($state, id) =>
   $state.records.find(record => record.id === Number(id)) || {};
 
+const TRIAL_PERIOD_DAYS = 15;
+
 const state = {
   records: [],
   uiFlags: {
@@ -19,26 +22,19 @@ const state = {
 
 export const getters = {
   getAccount: $state => id => {
-    return $state.records.find(record => record.id === Number(id)) || {};
+    return findRecordById($state, id);
   },
   getUIFlags($state) {
     return $state.uiFlags;
   },
-  isFeatureEnabledonAccount:
-    ($state, _, __, rootGetters) => (id, featureName) => {
-      // If a user is SuperAdmin and has access to the account, then they would see all the available features
-      const isUserASuperAdmin =
-        rootGetters.getCurrentUser?.type === 'SuperAdmin';
-      if (isUserASuperAdmin) {
-        return true;
-      }
+  isTrialAccount: $state => id => {
+    const account = findRecordById($state, id);
+    const createdAt = new Date(account.created_at);
+    const diffDays = differenceInDays(new Date(), createdAt);
 
-      const { features = {} } = findRecordById($state, id);
-
-      return features[featureName] || false;
-    },
-  // There are some features which can be enabled/disabled globally
-  isFeatureEnabledGlobally: $state => (id, featureName) => {
+    return diffDays <= TRIAL_PERIOD_DAYS;
+  },
+  isFeatureEnabledonAccount: $state => (id, featureName) => {
     const { features = {} } = findRecordById($state, id);
     return features[featureName] || false;
   },
diff --git a/app/javascript/dashboard/store/modules/specs/account/getters.spec.js b/app/javascript/dashboard/store/modules/specs/account/getters.spec.js
index c8613b706..e7eec6101 100644
--- a/app/javascript/dashboard/store/modules/specs/account/getters.spec.js
+++ b/app/javascript/dashboard/store/modules/specs/account/getters.spec.js
@@ -52,13 +52,4 @@ describe('#getters', () => {
       )(1, 'auto_resolve_conversations')
     ).toEqual(true);
   });
-
-  it('isFeatureEnabledGlobally', () => {
-    const state = {
-      records: [accountData],
-    };
-    expect(
-      getters.isFeatureEnabledGlobally(state)(1, 'auto_resolve_conversations')
-    ).toEqual(false);
-  });
 });
diff --git a/app/javascript/dashboard/store/modules/specs/sla/actions.spec.js b/app/javascript/dashboard/store/modules/specs/sla/actions.spec.js
new file mode 100644
index 000000000..12895ec2f
--- /dev/null
+++ b/app/javascript/dashboard/store/modules/specs/sla/actions.spec.js
@@ -0,0 +1,78 @@
+import axios from 'axios';
+import { actions } from '../../sla';
+import * as types from '../../../mutation-types';
+import SLAList from './fixtures';
+
+const commit = jest.fn();
+global.axios = axios;
+jest.mock('axios');
+
+describe('#actions', () => {
+  beforeEach(() => {
+    jest.clearAllMocks();
+  });
+
+  describe('#get', () => {
+    it('sends correct actions if API is success', async () => {
+      axios.get.mockResolvedValue({
+        data: { payload: SLAList },
+      });
+      await actions.get({ commit });
+      expect(commit.mock.calls).toEqual([
+        [types.default.SET_SLA_UI_FLAG, { isFetching: true }],
+        [types.default.SET_SLA, SLAList],
+        [types.default.SET_SLA_UI_FLAG, { isFetching: false }],
+      ]);
+    });
+    it('sends correct actions if API is error', async () => {
+      axios.get.mockRejectedValue({ message: 'Incorrect header' });
+      await actions.get({ commit });
+      expect(commit.mock.calls).toEqual([
+        [types.default.SET_SLA_UI_FLAG, { isFetching: true }],
+        [types.default.SET_SLA_UI_FLAG, { isFetching: false }],
+      ]);
+    });
+  });
+
+  describe('#create', () => {
+    it('sends correct actions if API is success', async () => {
+      axios.post.mockResolvedValue({
+        data: { payload: SLAList[0] },
+      });
+      await actions.create({ commit }, SLAList[0]);
+      expect(commit.mock.calls).toEqual([
+        [types.default.SET_SLA_UI_FLAG, { isCreating: true }],
+        [types.default.ADD_SLA, SLAList[0]],
+        [types.default.SET_SLA_UI_FLAG, { isCreating: false }],
+      ]);
+    });
+    it('sends correct actions if API is error', async () => {
+      axios.post.mockRejectedValue({ message: 'Incorrect header' });
+      await expect(actions.create({ commit })).rejects.toThrow(Error);
+      expect(commit.mock.calls).toEqual([
+        [types.default.SET_SLA_UI_FLAG, { isCreating: true }],
+        [types.default.SET_SLA_UI_FLAG, { isCreating: false }],
+      ]);
+    });
+  });
+
+  describe('#delete', () => {
+    it('sends correct actions if API is success', async () => {
+      axios.delete.mockResolvedValue({});
+      await actions.delete({ commit }, 1);
+      expect(commit.mock.calls).toEqual([
+        [types.default.SET_SLA_UI_FLAG, { isDeleting: true }],
+        [types.default.DELETE_SLA, 1],
+        [types.default.SET_SLA_UI_FLAG, { isDeleting: false }],
+      ]);
+    });
+    it('sends correct actions if API is error', async () => {
+      axios.delete.mockRejectedValue({ message: 'Incorrect header' });
+      await expect(actions.delete({ commit })).rejects.toThrow(Error);
+      expect(commit.mock.calls).toEqual([
+        [types.default.SET_SLA_UI_FLAG, { isDeleting: true }],
+        [types.default.SET_SLA_UI_FLAG, { isDeleting: false }],
+      ]);
+    });
+  });
+});
diff --git a/app/javascript/dashboard/store/modules/specs/sla/fixtures.js b/app/javascript/dashboard/store/modules/specs/sla/fixtures.js
new file mode 100644
index 000000000..897199b18
--- /dev/null
+++ b/app/javascript/dashboard/store/modules/specs/sla/fixtures.js
@@ -0,0 +1,95 @@
+export default [
+  {
+    id: 1,
+    name: 'Premium SLA',
+    description:
+      'SLA for chatwoot cloud premium and self-hosted premium customers.  SLA for chatwoot cloud premium and self-hosted premium customers',
+    first_response_time_threshold: 14400,
+    next_response_time_threshold: 18000,
+    resolution_time_threshold: 86400,
+    only_during_business_hours: true,
+  },
+  {
+    id: 2,
+    name: 'Enterprise SLA',
+    description:
+      'SLA for chatwoot enterprise and self-hosted enterprise customers.',
+    first_response_time_threshold: 600,
+    next_response_time_threshold: 2400,
+    resolution_time_threshold: 3600,
+    only_during_business_hours: false,
+  },
+  {
+    id: 3,
+    name: 'Business SLA',
+    description:
+      'Chatwoot cloud Business and self-hosted Business customers SLA',
+    first_response_time_threshold: null,
+    next_response_time_threshold: null,
+    resolution_time_threshold: null,
+    only_during_business_hours: false,
+  },
+  {
+    id: 4,
+    name: 'Hacker SLA',
+    description: '',
+    first_response_time_threshold: 60,
+    next_response_time_threshold: 120,
+    resolution_time_threshold: 180,
+    only_during_business_hours: false,
+  },
+  {
+    id: 5,
+    name: 'SLA',
+    description: '',
+    first_response_time_threshold: 120,
+    next_response_time_threshold: 300,
+    resolution_time_threshold: 21600,
+    only_during_business_hours: false,
+  },
+  {
+    id: 6,
+    name: 'ALla',
+    description: '',
+    first_response_time_threshold: 5400,
+    next_response_time_threshold: 9000,
+    resolution_time_threshold: 23040,
+    only_during_business_hours: false,
+  },
+  {
+    id: 7,
+    name: '10',
+    description: '',
+    first_response_time_threshold: 120,
+    next_response_time_threshold: null,
+    resolution_time_threshold: null,
+    only_during_business_hours: false,
+  },
+  {
+    id: 8,
+    name: '11',
+    description: '',
+    first_response_time_threshold: null,
+    next_response_time_threshold: 240,
+    resolution_time_threshold: null,
+    only_during_business_hours: false,
+  },
+  {
+    id: 9,
+    name: '12',
+    description: '',
+    first_response_time_threshold: null,
+    next_response_time_threshold: null,
+    resolution_time_threshold: 300,
+    only_during_business_hours: false,
+  },
+  {
+    id: 10,
+    name: '14',
+    description: '',
+    first_response_time_threshold: null,
+    next_response_time_threshold: null,
+    resolution_time_threshold: null,
+    only_during_business_hours: false,
+  },
+];
diff --git a/app/javascript/dashboard/store/modules/specs/sla/getters.spec.js b/app/javascript/dashboard/store/modules/specs/sla/getters.spec.js
new file mode 100644
index 000000000..5a7c2ebae
--- /dev/null
+++ b/app/javascript/dashboard/store/modules/specs/sla/getters.spec.js
@@ -0,0 +1,26 @@
+import { getters } from '../../sla';
+import SLAs from './fixtures';
+
+describe('#getters', () => {
+  it('getSLA', () => {
+    const state = { records: SLAs };
+    expect(getters.getSLA(state)).toEqual(SLAs);
+  });
+
+  it('getUIFlags', () => {
+    const state = {
+      uiFlags: {
+        isFetching: true,
+        isCreating: false,
+        isUpdating: false,
+        isDeleting: false,
+      },
+    };
+    expect(getters.getUIFlags(state)).toEqual({
+      isFetching: true,
+      isCreating: false,
+      isUpdating: false,
+      isDeleting: false,
+    });
+  });
+});
diff --git a/app/javascript/dashboard/store/modules/specs/sla/mutations.spec.js b/app/javascript/dashboard/store/modules/specs/sla/mutations.spec.js
new file mode 100644
index 000000000..bb7aedf17
--- /dev/null
+++ b/app/javascript/dashboard/store/modules/specs/sla/mutations.spec.js
@@ -0,0 +1,34 @@
+import types from '../../../mutation-types';
+import { mutations } from '../../sla';
+import SLAs from './fixtures';
+
+describe('#mutations', () => {
+  describe('#SET_SLA_UI_FLAG', () => {
+    it('set sla ui flags', () => {
+      const state = { uiFlags: {} };
+      mutations[types.SET_SLA_UI_FLAG](state, { isFetching: true });
+      expect(state.uiFlags).toEqual({ isFetching: true });
+    });
+  });
+  describe('#SET_SLA', () => {
+    it('set sla records', () => {
+      const state = { records: [] };
+      mutations[types.SET_SLA](state, SLAs);
+      expect(state.records).toEqual(SLAs);
+    });
+  });
+  describe('#ADD_SLA', () => {
+    it('push newly created sla to the store', () => {
+      const state = { records: [SLAs[0]] };
+      mutations[types.ADD_SLA](state, SLAs[1]);
+      expect(state.records).toEqual([SLAs[0], SLAs[1]]);
+    });
+  });
+  describe('#DELETE_SLA', () => {
+    it('delete sla record', () => {
+      const state = { records: [SLAs[0]] };
+      mutations[types.DELETE_SLA](state, 1);
+      expect(state.records).toEqual([]);
+    });
+  });
+});
diff --git a/app/javascript/dashboard/store/modules/specs/slaReports/actions.spec.js b/app/javascript/dashboard/store/modules/specs/slaReports/actions.spec.js
new file mode 100644
index 000000000..fb350c937
--- /dev/null
+++ b/app/javascript/dashboard/store/modules/specs/slaReports/actions.spec.js
@@ -0,0 +1,55 @@
+import axios from 'axios';
+import { actions } from '../../SLAReports';
+import appliedSlas from './fixtures';
+import types from '../../../mutation-types';
+
+const commit = jest.fn();
+global.axios = axios;
+jest.mock('axios');
+
+describe('#actions', () => {
+  describe('#get', () => {
+    it('sends correct actions if API is success', async () => {
+      axios.get.mockResolvedValue({
+        data: { payload: appliedSlas, meta: { count: 1 } },
+      });
+      await actions.get({ commit }, {});
+      expect(commit.mock.calls).toEqual([
+        [types.SET_SLA_REPORTS_UI_FLAG, { isFetching: true }],
+        [types.SET_SLA_REPORTS, appliedSlas],
+        [types.SET_SLA_REPORTS_META, { count: 1 }],
+        [types.SET_SLA_REPORTS_UI_FLAG, { isFetching: false }],
+      ]);
+    });
+    it('sends correct actions if API is error', async () => {
+      axios.get.mockRejectedValue({ message: 'Incorrect header' });
+      await expect(actions.get({ commit }, { teamId: 1 })).rejects.toThrow(
+        Error
+      );
+      expect(commit.mock.calls).toEqual([
+        [types.SET_SLA_REPORTS_UI_FLAG, { isFetching: true }],
+        [types.SET_SLA_REPORTS_UI_FLAG, { isFetching: false }],
+      ]);
+    });
+  });
+
+  describe('#getMetrics', () => {
+    it('sends correct actions if API is success', async () => {
+      axios.get.mockResolvedValue({ data: { metrics: { count: 1 } } });
+      await actions.getMetrics({ commit }, {});
+      expect(commit.mock.calls).toEqual([
+        [types.SET_SLA_REPORTS_UI_FLAG, { isFetchingMetrics: true }],
+        [types.SET_SLA_REPORTS_METRICS, { metrics: { count: 1 } }],
+        [types.SET_SLA_REPORTS_UI_FLAG, { isFetchingMetrics: false }],
+      ]);
+    });
+    it('sends correct actions if API is error', async () => {
+      axios.get.mockRejectedValue({ message: 'Incorrect header' });
+      await actions.getMetrics({ commit }, { teamId: 1 });
+      expect(commit.mock.calls).toEqual([
+        [types.SET_SLA_REPORTS_UI_FLAG, { isFetchingMetrics: true }],
+        [types.SET_SLA_REPORTS_UI_FLAG, { isFetchingMetrics: false }],
+      ]);
+    });
+  });
+});
diff --git a/app/javascript/dashboard/store/modules/specs/slaReports/fixtures.js b/app/javascript/dashboard/store/modules/specs/slaReports/fixtures.js
new file mode 100644
index 000000000..799ad74a7
--- /dev/null
+++ b/app/javascript/dashboard/store/modules/specs/slaReports/fixtures.js
@@ -0,0 +1,52 @@
+export default [
+  {
+    id: 23,
+    sla_policy_id: 7,
+    conversation_id: 152,
+    sla_status: 'active_with_misses',
+    created_at: '2024-03-31T07:50:53.518Z',
+    updated_at: '2024-03-31T07:55:06.451Z',
+    conversation: {
+      id: 152,
+      uuid: '2f9a988d-418f-47d9-b4dc-c441f28da7c2',
+      account_id: 1,
+    },
+    sla_events: [
+      {
+        id: 14,
+        event_type: 'frt',
+        meta: {},
+        updated_at: 1711871706,
+        created_at: 1711871706,
+      },
+      {
+        id: 15,
+        event_type: 'rt',
+        meta: {},
+        updated_at: 1711871706,
+        created_at: 1711871706,
+      },
+    ],
+  },
+  {
+    id: 24,
+    sla_policy_id: 7,
+    conversation_id: 153,
+    sla_status: 'active_with_misses',
+    created_at: '2024-03-31T07:57:49.659Z',
+    updated_at: '2024-03-31T08:00:31.627Z',
+    conversation: {
+      id: 153,
+      uuid: 'd5d97961-4341-469e-accf-f13f25a14c3c',
+    },
+    sla_events: [
+      {
+        id: 16,
+        event_type: 'rt',
+        meta: {},
+        updated_at: 1711872031,
+        created_at: 1711872031,
+      },
+    ],
+  },
+];
diff --git a/app/javascript/dashboard/store/modules/specs/slaReports/getters.spec.js b/app/javascript/dashboard/store/modules/specs/slaReports/getters.spec.js
new file mode 100644
index 000000000..c50a72027
--- /dev/null
+++ b/app/javascript/dashboard/store/modules/specs/slaReports/getters.spec.js
@@ -0,0 +1,53 @@
+import { getters } from '../../SLAReports';
+import appliedSlas from './fixtures';
+
+describe('#getters', () => {
+  it('getAppliedSlas', () => {
+    const state = {
+      records: [appliedSlas[0]],
+    };
+    expect(getters.getAll(state)).toEqual([appliedSlas[0]]);
+  });
+
+  it('getUIFlags', () => {
+    const state = {
+      uiFlags: {
+        isFetching: false,
+        isFetchingMetrics: false,
+      },
+    };
+    expect(getters.getUIFlags(state)).toEqual({
+      isFetching: false,
+      isFetchingMetrics: false,
+    });
+  });
+
+  it('getMeta', () => {
+    const state = {
+      meta: {
+        count: 0,
+        currentPage: 1,
+      },
+    };
+    expect(getters.getMeta(state)).toEqual({
+      count: 0,
+      currentPage: 1,
+    });
+  });
+
+  it('getMetrics', () => {
+    const state = {
+      metrics: {
+        numberOfConversations: 27,
+        numberOfSLAMisses: 25,
+        hitRate: '7.41%',
+      },
+    };
+
+    expect(getters.getMetrics(state)).toEqual({
+      numberOfConversations: 27,
+      numberOfSLAMisses: 25,
+      hitRate: '7.41%',
+    });
+  });
+});
diff --git a/app/javascript/dashboard/store/modules/specs/slaReports/mutations.spec.js b/app/javascript/dashboard/store/modules/specs/slaReports/mutations.spec.js
new file mode 100644
index 000000000..fbeced61d
--- /dev/null
+++ b/app/javascript/dashboard/store/modules/specs/slaReports/mutations.spec.js
@@ -0,0 +1,51 @@
+import { mutations } from '../../SLAReports';
+import appliedSlas from './fixtures';
+import types from '../../../mutation-types';
+
+describe('#mutations', () => {
+  describe('#SET_SLA_REPORTS', () => {
+    it('Adds sla reports', () => {
+      const state = { records: {} };
+      mutations[types.SET_SLA_REPORTS](state, appliedSlas);
+      expect(state.records).toEqual(appliedSlas);
+    });
+  });
+
+  describe('#SET_SLA_REPORTS_UI_FLAG', () => {
+    it('set ui flags', () => {
+      const state = { uiFlags: {} };
+      mutations[types.SET_SLA_REPORTS_UI_FLAG](state, { isFetching: true });
+      expect(state.uiFlags).toEqual({ isFetching: true });
+    });
+  });
+
+  describe('#SET_SLA_REPORTS_METRICS', () => {
+    it('set metrics', () => {
+      const state = { metrics: {} };
+      mutations[types.SET_SLA_REPORTS_METRICS](state, {
+        number_of_sla_misses: 1,
+        hit_rate: '100%',
+        total_applied_slas: 1,
+      });
+      expect(state.metrics).toEqual({
+        numberOfSLAMisses: 1,
+        hitRate: '100%',
+        numberOfConversations: 1,
+      });
+    });
+  });
+
+  describe('#SET_SLA_REPORTS_META', () => {
+    it('set meta', () => {
+      const state = { meta: {} };
+      mutations[types.SET_SLA_REPORTS_META](state, {
+        count: 1,
+        current_page: 1,
+      });
+      expect(state.meta).toEqual({
+        count: 1,
+        currentPage: 1,
+      });
+    });
+  });
+});
diff --git a/app/javascript/dashboard/store/mutation-types.js b/app/javascript/dashboard/store/mutation-types.js
index 6f7d36cf7..c21fb44e2 100644
--- a/app/javascript/dashboard/store/mutation-types.js
+++ b/app/javascript/dashboard/store/mutation-types.js
@@ -309,4 +309,10 @@ export default {
   ADD_SLA: 'ADD_SLA',
   EDIT_SLA: 'EDIT_SLA',
   DELETE_SLA: 'DELETE_SLA',
+
+  // SLA Reports
+  SET_SLA_REPORTS_UI_FLAG: 'SET_SLA_REPORTS_UI_FLAG',
+  SET_SLA_REPORTS: 'SET_SLA_REPORTS',
+  SET_SLA_REPORTS_METRICS: 'SET_SLA_REPORTS_METRICS',
+  SET_SLA_REPORTS_META: 'SET_SLA_REPORTS_META',
 };
diff --git a/app/javascript/packs/application.js b/app/javascript/packs/application.js
index 18354bc62..deeb88f0a 100644
--- a/app/javascript/packs/application.js
+++ b/app/javascript/packs/application.js
@@ -30,6 +30,8 @@ import FluentIcon from 'shared/components/FluentIcon/DashboardIcon';
 import VueDOMPurifyHTML from 'vue-dompurify-html';
 import { domPurifyConfig } from '../shared/helpers/HTMLSanitizer';
 import AnalyticsPlugin from '../dashboard/helper/AnalyticsHelper/plugin';
+import resizeDirective from '../dashboard/helper/directives/resize.js';
+import { directive as onClickaway } from 'vue-clickaway';
 
 Vue.config.env = process.env;
 
@@ -78,6 +80,8 @@ Vue.component('woot-switch', WootSwitch);
 Vue.component('woot-wizard', WootWizard);
 Vue.component('fluent-icon', FluentIcon);
 
+Vue.directive('resize', resizeDirective);
+Vue.directive('on-clickaway', onClickaway);
 const i18nConfig = new VueI18n({
   locale: 'en',
   messages: i18n,
diff --git a/app/javascript/sdk/sdk.js b/app/javascript/sdk/sdk.js
index 313bbb88a..95d132258 100644
--- a/app/javascript/sdk/sdk.js
+++ b/app/javascript/sdk/sdk.js
@@ -23,6 +23,7 @@ export const SDK_CSS = `
 
 .woot-widget-holder iframe {
   border: 0;
+  color-scheme: normal;
   height: 100% !important;
   width: 100% !important;
   max-height: 100vh !important;
diff --git a/app/javascript/shared/components/EmojiOrIcon.vue b/app/javascript/shared/components/EmojiOrIcon.vue
index 5cde463fe..2a93dc06f 100644
--- a/app/javascript/shared/components/EmojiOrIcon.vue
+++ b/app/javascript/shared/components/EmojiOrIcon.vue
@@ -4,6 +4,7 @@
     v-else-if="showIcon"
     :size="iconSize"
     :icon="icon"
+    class="flex-shrink-0"
     :class="className"
   />
 </template>
diff --git a/app/javascript/shared/components/FluentIcon/dashboard-icons.json b/app/javascript/shared/components/FluentIcon/dashboard-icons.json
index e1235bf51..e1f5f76c4 100644
--- a/app/javascript/shared/components/FluentIcon/dashboard-icons.json
+++ b/app/javascript/shared/components/FluentIcon/dashboard-icons.json
@@ -2,6 +2,9 @@
   "add-circle-outline": "M12 2c5.523 0 10 4.477 10 10s-4.477 10-10 10S2 17.523 2 12 6.477 2 12 2Zm0 1.5a8.5 8.5 0 1 0 0 17 8.5 8.5 0 0 0 0-17ZM12 7a.75.75 0 0 1 .75.75v3.5h3.5a.75.75 0 0 1 0 1.5h-3.5v3.5a.75.75 0 0 1-1.5 0v-3.5h-3.5a.75.75 0 0 1 0-1.5h3.5v-3.5A.75.75 0 0 1 12 7Z",
   "add-outline": "M11.75 3a.75.75 0 0 1 .743.648l.007.102.001 7.25h7.253a.75.75 0 0 1 .102 1.493l-.102.007h-7.253l.002 7.25a.75.75 0 0 1-1.493.101l-.007-.102-.002-7.249H3.752a.75.75 0 0 1-.102-1.493L3.752 11h7.25L11 3.75a.75.75 0 0 1 .75-.75Z",
   "add-solid": "M11.883 3.007 12 3a1 1 0 0 1 .993.883L13 4v7h7a1 1 0 0 1 .993.883L21 12a1 1 0 0 1-.883.993L20 13h-7v7a1 1 0 0 1-.883.993L12 21a1 1 0 0 1-.993-.883L11 20v-7H4a1 1 0 0 1-.993-.883L3 12a1 1 0 0 1 .883-.993L4 11h7V4a1 1 0 0 1 .883-.993L12 3l-.117.007Z",
+  "alarm-outline": "M13 12.6V9q0-.425-.288-.713T12 8q-.425 0-.713.288T11 9v3.975q0 .2.075.388t.225.337l2.8 2.8q.275.275.7.275t.7-.275q.275-.275.275-.7t-.275-.7L13 12.6ZM12 22q-1.875 0-3.513-.713t-2.85-1.924q-1.212-1.213-1.924-2.85T3 13q0-1.875.713-3.513t1.924-2.85q1.213-1.212 2.85-1.924T12 4q1.875 0 3.513.713t2.85 1.925q1.212 1.212 1.925 2.85T21 13q0 1.875-.713 3.513t-1.924 2.85q-1.213 1.212-2.85 1.925T12 22Zm0-9ZM2.05 7.3q-.275-.275-.275-.7t.275-.7L4.9 3.05q.275-.275.7-.275t.7.275q.275.275.275.7t-.275.7L3.45 7.3q-.275.275-.7.275t-.7-.275Zm19.9 0q-.275.275-.7.275t-.7-.275L17.7 4.45q-.275-.275-.275-.7t.275-.7q.275-.275.7-.275t.7.275l2.85 2.85q.275.275.275.7t-.275.7ZM12 20q2.925 0 4.963-2.038T19 13q0-2.925-2.038-4.963T12 6Q9.075 6 7.037 8.038T5 13q0 2.925 2.038 4.963T12 20Z",
+  "alarm-on-outline": "m10.95 13.7l-1.425-1.425q-.3-.3-.7-.3t-.7.3q-.3.3-.3.713t.3.712l2.125 2.15q.3.3.7.3t.7-.3l4.25-4.25q.3-.3.3-.712t-.3-.713q-.3-.3-.713-.3t-.712.3L10.95 13.7ZM12 22q-1.875 0-3.512-.713t-2.85-1.924q-1.213-1.213-1.925-2.85T3 13q0-1.875.713-3.513t1.924-2.85q1.213-1.212 2.85-1.924T12 4q1.875 0 3.513.713t2.85 1.925q1.212 1.212 1.925 2.85T21 13q0 1.875-.713 3.513t-1.924 2.85q-1.213 1.212-2.85 1.925T12 22Zm0-9ZM2.05 7.3q-.275-.275-.275-.7t.275-.7L4.9 3.05q.275-.275.7-.275t.7.275q.275.275.275.7t-.275.7L3.45 7.3q-.275.275-.7.275t-.7-.275Zm19.9 0q-.275.275-.7.275t-.7-.275L17.7 4.45q-.275-.275-.275-.7t.275-.7q.275-.275.7-.275t.7.275l2.85 2.85q.275.275.275.7t-.275.7ZM12 20q2.925 0 4.963-2.038T19 13q0-2.925-2.038-4.963T12 6Q9.075 6 7.037 8.038T5 13q0 2.925 2.038 4.963T12 20Z",
+  "alarm-off-outline": "m19.95 17.25l-1.5-1.5q.275-.675.413-1.313T19 13.1q0-2.9-2.05-5T12 6q-.7 0-1.35.113t-1.3.387L7.85 5q.95-.5 1.988-.75T12 4q1.85 0 3.488.7t2.862 1.938q1.225 1.237 1.938 2.887T21 13.1q0 1.125-.275 2.163t-.775 1.987ZM17.7 4.45q-.275-.275-.275-.7t.275-.7q.275-.275.7-.275t.7.275l2.85 2.85q.275.275.275.7t-.275.7q-.275.275-.7.275t-.7-.275L17.7 4.45ZM12 22q-1.85 0-3.488-.7T5.65 19.4q-1.225-1.2-1.938-2.825T3 13.1q0-1.55.463-2.912T4.8 7.7l-.85-.85l-.5.5q-.275.275-.7.275t-.7-.275q-.275-.275-.275-.7t.275-.7l.5-.5L1.4 4.3q-.275-.275-.275-.7t.275-.7q.275-.275.7-.275t.7.275l18.4 18.4q.275.275.275.7t-.275.7q-.275.275-.7.275t-.7-.275l-2.45-2.45q-1.125.825-2.487 1.288T12 22Zm0-1.975q1.05 0 2.05-.325t1.85-.9L6.2 9.15q-.575.875-.887 1.888T5 13.1q0 2.9 2.05 4.913T12 20.025Zm-.95-6.05Zm2.85-2.85Z",
   "alert-outline": "M12 1.996a7.49 7.49 0 0 1 7.496 7.25l.004.25v4.097l1.38 3.156a1.25 1.25 0 0 1-1.145 1.75L15 18.502a3 3 0 0 1-5.995.177L9 18.499H4.275a1.251 1.251 0 0 1-1.147-1.747L4.5 13.594V9.496c0-4.155 3.352-7.5 7.5-7.5ZM13.5 18.5l-3 .002a1.5 1.5 0 0 0 2.993.145l.006-.147ZM12 3.496c-3.32 0-6 2.674-6 6v4.41L4.656 17h14.697L18 13.907V9.509l-.004-.225A5.988 5.988 0 0 0 12 3.496Z",
   "archive-outline": "M19.25 3c.966 0 1.75.784 1.75 1.75v2c0 .698-.408 1.3-1 1.581v9.919A3.75 3.75 0 0 1 16.25 22h-8.5A3.75 3.75 0 0 1 4 18.25V8.332A1.75 1.75 0 0 1 3 6.75v-2C3 3.784 3.784 3 4.75 3h14.5Zm-.75 5.5h-13v9.75a2.25 2.25 0 0 0 2.25 2.25h8.5a2.25 2.25 0 0 0 2.25-2.25V8.5Zm-8.5 3h4a.75.75 0 0 1 .102 1.493L14 13h-4a.75.75 0 0 1-.102-1.493L10 11.5h4-4Zm9.25-7H4.75a.25.25 0 0 0-.25.25v2c0 .138.112.25.25.25h14.5a.25.25 0 0 0 .25-.25v-2a.25.25 0 0 0-.25-.25Z",
   "arrow-chevron-left-outline": "M15 17.898c0 1.074-1.265 1.648-2.073.941l-6.31-5.522a1.75 1.75 0 0 1 0-2.634l6.31-5.522c.808-.707 2.073-.133 2.073.941v11.796Z",
@@ -9,6 +12,7 @@
   "arrow-clockwise-outline": "M12 4.75a7.25 7.25 0 1 0 7.201 6.406c-.068-.588.358-1.156.95-1.156.515 0 .968.358 1.03.87a9.25 9.25 0 1 1-3.432-6.116V4.25a1 1 0 1 1 2.001 0v2.698l.034.052h-.034v.25a1 1 0 0 1-1 1h-3a1 1 0 1 1 0-2h.666A7.219 7.219 0 0 0 12 4.75Z",
   "arrow-download-outline": "M18.25 20.5a.75.75 0 1 1 0 1.5l-13 .004a.75.75 0 1 1 0-1.5l13-.004ZM11.648 2.012l.102-.007a.75.75 0 0 1 .743.648l.007.102-.001 13.685 3.722-3.72a.75.75 0 0 1 .976-.073l.085.073a.75.75 0 0 1 .072.976l-.073.084-4.997 4.997a.75.75 0 0 1-.976.073l-.085-.073-5.003-4.996a.75.75 0 0 1 .976-1.134l.084.072 3.719 3.714L11 2.755a.75.75 0 0 1 .648-.743l.102-.007-.102.007Z",
   "arrow-expand-outline": "M7.669 14.923a1 1 0 0 1 1.414 1.414l-2.668 2.667H8a1 1 0 0 1 .993.884l.007.116a1 1 0 0 1-1 1H4a1 1 0 0 1-1-1v-4a1 1 0 1 1 2 0v1.587l2.669-2.668Zm8.336 6.081a1 1 0 1 1 0-2h1.583l-2.665-2.667a1 1 0 0 1-.083-1.32l.083-.094a1 1 0 0 1 1.414 0l2.668 2.67v-1.589a1 1 0 0 1 .883-.993l.117-.007a1 1 0 0 1 1 1v4a1 1 0 0 1-1 1h-4ZM8 3a1 1 0 0 1 0 2H6.417l2.665 2.668a1 1 0 0 1 .083 1.32l-.083.094a1 1 0 0 1-1.414 0L5 6.412V8a1 1 0 0 1-.883.993L4 9a1 1 0 0 1-1-1V4a1 1 0 0 1 1-1h4Zm12.005 0a1 1 0 0 1 1 1v4a1 1 0 1 1-2 0V6.412l-2.668 2.67a1 1 0 0 1-1.32.083l-.094-.083a1 1 0 0 1 0-1.414L17.589 5h-1.584a1 1 0 0 1-.993-.883L15.005 4a1 1 0 0 1 1-1h4Z",
+  "arrow-outwards-outline": "m16 8.4l-8.875 8.9q-.3.3-.713.3t-.712-.3q-.3-.3-.3-.713t.3-.712L14.6 7H7q-.425 0-.713-.288T6 6q0-.425.288-.713T7 5h10q.425 0 .713.288T18 6v10q0 .425-.288.713T17 17q-.425 0-.713-.288T16 16V8.4Z",
   "arrow-redo-outline": "M19.25 2a.75.75 0 0 0-.743.648l-.007.102v5.69l-4.574-4.56a6.41 6.41 0 0 0-8.878-.179l-.186.18a6.41 6.41 0 0 0 0 9.063l8.845 8.84a.75.75 0 0 0 1.06-1.062l-8.845-8.838a4.91 4.91 0 0 1 6.766-7.112l.178.17L17.438 9.5H11.75a.75.75 0 0 0-.743.648L11 10.25c0 .38.282.694.648.743l.102.007h7.5a.75.75 0 0 0 .743-.648L20 10.25v-7.5a.75.75 0 0 0-.75-.75Z",
   "arrow-right-import-outline": "M21.25 4.5a.75.75 0 0 1 .743.648L22 5.25v13.004a.75.75 0 0 1-1.493.102l-.007-.102V5.25a.75.75 0 0 1 .75-.75Zm-8.603 1.804l.072-.084a.75.75 0 0 1 .977-.073l.084.073l4.997 4.997a.75.75 0 0 1 .073.976l-.073.085l-4.997 5.003a.75.75 0 0 1-1.133-.976l.072-.084l3.711-3.717H2.75a.75.75 0 0 1-.743-.647L2 11.755a.75.75 0 0 1 .648-.743l.102-.007l13.693-.001l-3.724-3.724a.75.75 0 0 1-.072-.976l.072-.084l-.072.084Z",
   "arrow-reply-outline": "M9.277 16.221a.75.75 0 0 1-1.061 1.06l-4.997-5.003a.75.75 0 0 1 0-1.06L8.217 6.22a.75.75 0 0 1 1.061 1.06L5.557 11h7.842c1.595 0 2.81.242 3.889.764l.246.126a6.203 6.203 0 0 1 2.576 2.576c.61 1.14.89 2.418.89 4.135a.75.75 0 0 1-1.5 0c0-1.484-.228-2.52-.713-3.428a4.702 4.702 0 0 0-1.96-1.96c-.838-.448-1.786-.676-3.094-.709L13.4 12.5H5.562l3.715 3.721Z",
@@ -109,6 +113,7 @@
   "error-circle-outline": "M12 2c5.523 0 10 4.478 10 10s-4.477 10-10 10S2 17.522 2 12 6.477 2 12 2Zm0 1.667c-4.595 0-8.333 3.738-8.333 8.333 0 4.595 3.738 8.333 8.333 8.333 4.595 0 8.333-3.738 8.333-8.333 0-4.595-3.738-8.333-8.333-8.333Zm-.001 10.835a.999.999 0 1 1 0 1.998.999.999 0 0 1 0-1.998ZM11.994 7a.75.75 0 0 1 .744.648l.007.101.004 4.502a.75.75 0 0 1-1.493.103l-.007-.102-.004-4.501a.75.75 0 0 1 .75-.751Z",
   "file-upload-outline": "M6 2a2 2 0 0 0-2 2v5.207a5.48 5.48 0 0 1 1-.185V4a1 1 0 0 1 1-1h4v3.5A1.5 1.5 0 0 0 11.5 8H15v8a1 1 0 0 1-1 1h-3.6a5.507 5.507 0 0 1-.657 1H14a2 2 0 0 0 2-2V7.414a1.5 1.5 0 0 0-.44-1.06l-3.914-3.915A1.5 1.5 0 0 0 10.586 2H6Zm8.793 5H11.5a.5.5 0 0 1-.5-.5V3.207L14.793 7ZM5.5 19a4.5 4.5 0 1 0 0-9a4.5 4.5 0 0 0 0 9Zm2.354-4.854a.5.5 0 1 1-.708.708L6 13.707V16.5a.5.5 0 0 1-1 0v-2.793l-1.146 1.147a.5.5 0 1 1-.708-.707l2-2A.5.5 0 0 1 5.497 12h.006a.498.498 0 0 1 .348.144l.003.003l2 2Z",
   "filter-outline": "M13.5 16a.75.75 0 0 1 0 1.5h-3a.75.75 0 0 1 0-1.5h3Zm3-5a.75.75 0 0 1 0 1.5h-9a.75.75 0 0 1 0-1.5h9Zm3-5a.75.75 0 0 1 0 1.5h-15a.75.75 0 0 1 0-1.5h15Z",
+  "flame-outline": "M8.5 14.5A2.5 2.5 0 0 0 11 12c0-1.38-.5-2-1-3c-1.072-2.143-.224-4.054 2-6c.5 2.5 2 4.9 4 6.5c2 1.6 3 3.5 3 5.5a7 7 0 1 1-14 0c0-1.153.433-2.294 1-3a2.5 2.5 0 0 0 2.5 2.5",
   "flash-on-outline": "m8.294 14-1.767 7.068c-.187.746.736 1.256 1.269.701L19.79 9.27A.75.75 0 0 0 19.25 8h-4.46l1.672-5.013A.75.75 0 0 0 15.75 2h-7a.75.75 0 0 0-.721.544l-3 10.5A.75.75 0 0 0 5.75 14h2.544Zm4.745-5.487a.75.75 0 0 0 .711.987h3.74l-8.824 9.196 1.316-5.264a.75.75 0 0 0-.727-.932h-2.51l2.57-9h5.394l-1.67 5.013Z",
   "flash-settings-outline": "M6.19 2.77c.13-.455.547-.77 1.02-.77h5.25c.724 0 1.236.71 1.007 1.398l-.002.008L12.204 7h2.564c.946 0 1.407 1.144.766 1.811l-.003.004l-.237.242a5.545 5.545 0 0 0-1.374-.027l.894-.912a.056.056 0 0 0 .017-.032a.084.084 0 0 0-.007-.044a.079.079 0 0 0-.025-.034c-.005-.004-.013-.008-.031-.008h-3.27a.5.5 0 0 1-.471-.666L12.52 3.08a.062.062 0 0 0-.06-.08H7.211a.062.062 0 0 0-.06.045l-2.25 7.874c-.01.04.019.08.06.08H6.87a.5.5 0 0 1 .485.62l-1.325 5.3a.086.086 0 0 0-.003.03a.02.02 0 0 0 .003.011a.08.08 0 0 0 .072.04a.03.03 0 0 0 .01-.004a.087.087 0 0 0 .024-.018l.003-.004l2.882-2.94a5.573 5.573 0 0 0 .054 1.372l-2.22 2.267c-.754.782-2.059.06-1.795-.996l1.17-4.679H4.96a1.062 1.062 0 0 1-1.021-1.354l2.25-7.873Zm5.877 8.673a2 2 0 0 1-1.431 2.478l-.461.118a4.702 4.702 0 0 0 .01 1.016l.35.083a2 2 0 0 1 1.456 2.519l-.127.422c.257.204.537.378.835.518l.325-.344a2 2 0 0 1 2.91.002l.337.358c.292-.135.568-.302.822-.498l-.157-.556a2 2 0 0 1 1.431-2.479l.46-.117a4.702 4.702 0 0 0-.01-1.017l-.348-.082a2 2 0 0 1-1.456-2.52l.126-.421a4.32 4.32 0 0 0-.835-.519l-.325.344a2 2 0 0 1-2.91-.001l-.337-.358a4.316 4.316 0 0 0-.821.497l.156.557ZM14.5 15.5a1 1 0 1 1 0-2a1 1 0 0 1 0 2Z",
   "folder-outline": "M8.207 4c.46 0 .908.141 1.284.402l.156.12L12.022 6.5h7.728a2.25 2.25 0 0 1 2.229 1.938l.016.158.005.154v9a2.25 2.25 0 0 1-2.096 2.245L19.75 20H4.25a2.25 2.25 0 0 1-2.245-2.096L2 17.75V6.25a2.25 2.25 0 0 1 2.096-2.245L4.25 4h3.957Zm1.44 5.979a2.25 2.25 0 0 1-1.244.512l-.196.009-4.707-.001v7.251c0 .38.282.694.648.743l.102.007h15.5a.75.75 0 0 0 .743-.648l.007-.102v-9a.75.75 0 0 0-.648-.743L19.75 8h-7.729L9.647 9.979ZM8.207 5.5H4.25a.75.75 0 0 0-.743.648L3.5 6.25v2.749L8.207 9a.75.75 0 0 0 .395-.113l.085-.06 1.891-1.578-1.89-1.575a.75.75 0 0 0-.377-.167L8.207 5.5Z",
@@ -118,6 +123,7 @@
   "headphones-sound-wave-outline": "M3.5 12a8.5 8.5 0 0 1 17 0v2h-2.25a.75.75 0 0 0-.75.75v6.5c0 .414.336.75.75.75H19a3 3 0 0 0 3-3v-7c0-5.523-4.477-10-10-10S2 6.477 2 12v7a3 3 0 0 0 3 3h.75a.75.75 0 0 0 .75-.75v-6.5a.75.75 0 0 0-.75-.75H3.5v-2Zm17 3.5V19a1.5 1.5 0 0 1-1.5 1.5v-5h1.5ZM3.5 19v-3.5H5v5A1.5 1.5 0 0 1 3.5 19Zm9.25-7.25a.75.75 0 0 0-1.5 0v10.5a.75.75 0 0 0 1.5 0v-10.5Zm-4 2.25a.75.75 0 0 1 .75.75v4.5a.75.75 0 0 1-1.5 0v-4.5a.75.75 0 0 1 .75-.75Zm7.25.75a.75.75 0 0 0-1.5 0v4.5a.75.75 0 0 0 1.5 0v-4.5Z",
   "image-outline": "M17.75 3A3.25 3.25 0 0 1 21 6.25v11.5A3.25 3.25 0 0 1 17.75 21H6.25A3.25 3.25 0 0 1 3 17.75V6.25A3.25 3.25 0 0 1 6.25 3h11.5Zm.58 16.401-5.805-5.686a.75.75 0 0 0-.966-.071l-.084.07-5.807 5.687c.182.064.378.099.582.099h11.5c.203 0 .399-.035.58-.099l-5.805-5.686L18.33 19.4ZM17.75 4.5H6.25A1.75 1.75 0 0 0 4.5 6.25v11.5c0 .208.036.408.103.594l5.823-5.701a2.25 2.25 0 0 1 3.02-.116l.128.116 5.822 5.702c.067-.186.104-.386.104-.595V6.25a1.75 1.75 0 0 0-1.75-1.75Zm-2.498 2a2.252 2.252 0 1 1 0 4.504 2.252 2.252 0 0 1 0-4.504Zm0 1.5a.752.752 0 1 0 0 1.504.752.752 0 0 0 0-1.504Z",
   "info-outline": "M12 1.999c5.524 0 10.002 4.478 10.002 10.002 0 5.523-4.478 10.001-10.002 10.001-5.524 0-10.002-4.478-10.002-10.001C1.998 6.477 6.476 1.999 12 1.999Zm0 1.5a8.502 8.502 0 1 0 0 17.003A8.502 8.502 0 0 0 12 3.5Zm-.004 7a.75.75 0 0 1 .744.648l.007.102.003 5.502a.75.75 0 0 1-1.493.102l-.007-.101-.003-5.502a.75.75 0 0 1 .75-.75ZM12 7.003a.999.999 0 1 1 0 1.997.999.999 0 0 1 0-1.997Z",
+  "information-outline": "M12 17q.425 0 .713-.288T13 16v-4q0-.425-.288-.713T12 11q-.425 0-.713.288T11 12v4q0 .425.288.713T12 17Zm0-8q.425 0 .713-.288T13 8q0-.425-.288-.713T12 7q-.425 0-.713.288T11 8q0 .425.288.713T12 9Zm0 13q-2.075 0-3.9-.788t-3.175-2.137q-1.35-1.35-2.137-3.175T2 12q0-2.075.788-3.9t2.137-3.175q1.35-1.35 3.175-2.137T12 2q2.075 0 3.9.788t3.175 2.137q1.35 1.35 2.138 3.175T22 12q0 2.075-.788 3.9t-2.137 3.175q-1.35 1.35-3.175 2.138T12 22Zm0-2q3.35 0 5.675-2.325T20 12q0-3.35-2.325-5.675T12 4Q8.65 4 6.325 6.325T4 12q0 3.35 2.325 5.675T12 20Zm0-8Z",
   "key-outline": "M15 6a1 1 0 1 1-2 0a1 1 0 0 1 2 0Zm-2.5-4C9.424 2 7 4.424 7 7.5c0 .397.04.796.122 1.175c.058.27-.008.504-.142.638l-4.54 4.54A1.5 1.5 0 0 0 2 14.915V16.5A1.5 1.5 0 0 0 3.5 18h2A1.5 1.5 0 0 0 7 16.5V16h1a1 1 0 0 0 1-1v-1h1a1 1 0 0 0 1-1v-.18c.493.134 1.007.18 1.5.18c3.076 0 5.5-2.424 5.5-5.5S15.576 2 12.5 2ZM8 7.5C8 4.976 9.976 3 12.5 3S17 4.976 17 7.5S15.024 12 12.5 12c-.66 0-1.273-.095-1.776-.347A.5.5 0 0 0 10 12.1v.9H9a1 1 0 0 0-1 1v1H7a1 1 0 0 0-1 1v.5a.5.5 0 0 1-.5.5h-2a.5.5 0 0 1-.5-.5v-1.586a.5.5 0 0 1 .146-.353l4.541-4.541c.432-.432.522-1.044.412-1.556A4.619 4.619 0 0 1 8 7.5Z",
   "keyboard-outline": "M19.745 5a2.25 2.25 0 0 1 2.25 2.25v9.505a2.25 2.25 0 0 1-2.25 2.25H4.25A2.25 2.25 0 0 1 2 16.755V7.25A2.25 2.25 0 0 1 4.25 5h15.495Zm0 1.5H4.25a.75.75 0 0 0-.75.75v9.505c0 .414.336.75.75.75h15.495a.75.75 0 0 0 .75-.75V7.25a.75.75 0 0 0-.75-.75Zm-12.995 8h10.5a.75.75 0 0 1 .102 1.493L17.25 16H6.75a.75.75 0 0 1-.102-1.493l.102-.007h10.5-10.5ZM16.5 11a1 1 0 1 1 0 2 1 1 0 0 1 0-2Zm-5.995 0a1 1 0 1 1 0 2 1 1 0 0 1 0-2Zm-3 0a1 1 0 1 1 0 2 1 1 0 0 1 0-2Zm6 0a1 1 0 1 1 0 2 1 1 0 0 1 0-2ZM6 8a1 1 0 1 1 0 2 1 1 0 0 1 0-2Zm2.995 0a1 1 0 1 1 0 2 1 1 0 0 1 0-2Zm3 0a1 1 0 1 1 0 2 1 1 0 0 1 0-2Zm3 0a1 1 0 1 1 0 2 1 1 0 0 1 0-2Zm3 0a1 1 0 1 1 0 2 1 1 0 0 1 0-2Z",
   "library-outline": "M4 3h1c1.054 0 1.918.816 1.995 1.85L7 5v14a2.001 2.001 0 0 1-1.85 1.994L5 21H4a2.001 2.001 0 0 1-1.995-1.85L2 19V5c0-1.054.816-1.918 1.85-1.995L4 3h1-1Zm6 0h1c1.054 0 1.918.816 1.995 1.85L13 5v14a2.001 2.001 0 0 1-1.85 1.994L11 21h-1a2.001 2.001 0 0 1-1.995-1.85L8 19V5c0-1.054.816-1.918 1.85-1.995L10 3h1-1Zm6.974 2c.84 0 1.608.531 1.89 1.346l.047.157 3.015 11.745a2 2 0 0 1-1.296 2.392l-.144.043-.969.248a2.002 2.002 0 0 1-2.387-1.284l-.047-.155-3.016-11.745a2 2 0 0 1 1.298-2.392l.143-.043.968-.248c.166-.043.334-.064.498-.064ZM5 4.5H4a.501.501 0 0 0-.492.41L3.5 5v14c0 .244.177.45.41.492L4 19.5h1c.245 0 .45-.178.492-.41L5.5 19V5a.501.501 0 0 0-.41-.492L5 4.5Zm6 0h-1a.501.501 0 0 0-.492.41L9.5 5v14c0 .244.177.45.41.492l.09.008h1c.245 0 .45-.178.492-.41L11.5 19V5a.501.501 0 0 0-.41-.492L11 4.5Zm5.975 2-.063.004-.063.013-.968.247a.498.498 0 0 0-.376.51l.015.1 3.016 11.745a.5.5 0 0 0 .483.375l.063-.003.062-.012.97-.25a.5.5 0 0 0 .374-.519l-.015-.088-3.015-11.747a.501.501 0 0 0-.483-.375Z",
@@ -166,6 +172,7 @@
   "person-outline": "M17.754 14a2.249 2.249 0 0 1 2.25 2.249v.575c0 .894-.32 1.76-.902 2.438-1.57 1.834-3.957 2.739-7.102 2.739-3.146 0-5.532-.905-7.098-2.74a3.75 3.75 0 0 1-.898-2.435v-.577a2.249 2.249 0 0 1 2.249-2.25h11.501Zm0 1.5H6.253a.749.749 0 0 0-.75.749v.577c0 .536.192 1.054.54 1.461 1.253 1.468 3.219 2.214 5.957 2.214s4.706-.746 5.962-2.214a2.25 2.25 0 0 0 .541-1.463v-.575a.749.749 0 0 0-.749-.75ZM12 2.004a5 5 0 1 1 0 10 5 5 0 0 1 0-10Zm0 1.5a3.5 3.5 0 1 0 0 7 3.5 3.5 0 0 0 0-7Z",
   "person-filled": "M17.754 14a2.249 2.249 0 0 1 2.249 2.25v.918a2.75 2.75 0 0 1-.513 1.598c-1.545 2.164-4.07 3.235-7.49 3.235c-3.421 0-5.944-1.072-7.486-3.236a2.75 2.75 0 0 1-.51-1.596v-.92A2.249 2.249 0 0 1 6.251 14h11.502ZM12 2.005a5 5 0 1 1 0 10a5 5 0 0 1 0-10Z",
   "play-circle-outline": "M2 12C2 6.477 6.477 2 12 2s10 4.477 10 10s-4.477 10-10 10S2 17.523 2 12Zm8.856-3.845A1.25 1.25 0 0 0 9 9.248v5.504a1.25 1.25 0 0 0 1.856 1.093l5.757-3.189a.75.75 0 0 0 0-1.312l-5.757-3.189Z",
+  "plus-sign-outline": "M12 19q-.425 0-.713-.288T11 18v-5H6q-.425 0-.713-.288T5 12q0-.425.288-.713T6 11h5V6q0-.425.288-.713T12 5q.425 0 .713.288T13 6v5h5q.425 0 .713.288T19 12q0 .425-.288.713T18 13h-5v5q0 .425-.288.713T12 19Z",
   "power-outline": "M8.204 4.82a.75.75 0 0 1 .634 1.36A7.51 7.51 0 0 0 4.5 12.991c0 4.148 3.358 7.51 7.499 7.51s7.499-3.362 7.499-7.51a7.51 7.51 0 0 0-4.323-6.804.75.75 0 1 1 .637-1.358 9.01 9.01 0 0 1 5.186 8.162c0 4.976-4.029 9.01-9 9.01C7.029 22 3 17.966 3 12.99a9.01 9.01 0 0 1 5.204-8.17ZM12 2.496a.75.75 0 0 1 .743.648l.007.102v7.5a.75.75 0 0 1-1.493.102l-.007-.102v-7.5a.75.75 0 0 1 .75-.75Z",
   "quote-outline": "M7.5 6a2.5 2.5 0 0 1 2.495 2.336l.005.206c-.01 3.555-1.24 6.614-3.705 9.223a.75.75 0 1 1-1.09-1.03c1.64-1.737 2.66-3.674 3.077-5.859A2.5 2.5 0 1 1 7.5 6Zm9 0a2.5 2.5 0 0 1 2.495 2.336l.005.206c-.01 3.56-1.238 6.614-3.705 9.223a.75.75 0 1 1-1.09-1.03c1.643-1.738 2.662-3.672 3.078-5.859A2.5 2.5 0 1 1 16.5 6Zm-9 1.5a1 1 0 1 0 .993 1.117l.007-.124a1 1 0 0 0-1-.993Zm9 0a1 1 0 1 0 .993 1.117l.007-.124a1 1 0 0 0-1-.993Z",
   "repeat-outline": "m14.712 2.289l-.087-.078a1 1 0 0 0-1.327.078l-.078.087a.999.999 0 0 0 .078 1.326l1.299 1.297H8.999l-.24.004A6.997 6.997 0 0 0 2 11.993a6.94 6.94 0 0 0 1.189 3.899a.999.999 0 0 0 1.626-1.163l-.135-.218A4.997 4.997 0 0 1 9 6.998h5.595l-1.297 1.297l-.078.087a.999.999 0 0 0 1.492 1.326l3.006-3.003l.077-.087a.999.999 0 0 0-.078-1.326l-3.005-3.003Zm6.075 5.771A.999.999 0 0 0 19 8.677c0 .209.064.402.172.561a4.997 4.997 0 0 1-4.17 7.75H9.414l1.294-1.29l.083-.096a1 1 0 0 0-.006-1.23l-.077-.088l-.095-.084a1.001 1.001 0 0 0-1.232.006l-.088.078l-3.005 3.003l-.083.095a1 1 0 0 0 .006 1.231l.077.087l3.005 3.003l.095.084a1 1 0 0 0 1.397-1.41l-.077-.087l-1.304-1.303H15l.24-.003a6.997 6.997 0 0 0 5.546-10.927v.003Z",
@@ -261,5 +268,9 @@
     "M8.66675 11.1667L10.3334 12.8333L13.6667 9.5",
     "M11.1667 17.8333C14.8486 17.8333 17.8333 14.8486 17.8333 11.1667C17.8333 7.48477 14.8486 4.5 11.1667 4.5C7.48477 4.5 4.5 7.48477 4.5 11.1667C4.5 14.8486 7.48477 17.8333 11.1667 17.8333Z",
     "M19.5001 19.5001L15.9167 15.9167"
-  ]
+  ],
+  "chevrons-left-outline": ["m11 17-5-5 5-5", "m18 17-5-5 5-5"],
+  "chevron-left-single-outline": "m15 18-6-6 6-6",
+  "chevrons-right-outline": ["m6 17 5-5-5-5", "m13 17 5-5-5-5"],
+  "chevron-right-single-outline": "m9 18 6-6-6-6"
 }
diff --git a/app/javascript/shared/components/ui/MultiselectDropdown.vue b/app/javascript/shared/components/ui/MultiselectDropdown.vue
index 350f26e88..78b817ce0 100644
--- a/app/javascript/shared/components/ui/MultiselectDropdown.vue
+++ b/app/javascript/shared/components/ui/MultiselectDropdown.vue
@@ -7,10 +7,10 @@
     <woot-button
       variant="hollow"
       color-scheme="secondary"
-      class="w-full border border-solid border-slate-200 dark:border-slate-700 px-2.5 hover:border-slate-75 dark:hover:border-slate-600"
+      class="w-full border border-solid border-slate-100 dark:border-slate-700 px-2 hover:border-slate-75 dark:hover:border-slate-600"
       @click="toggleDropdown"
     >
-      <div class="flex">
+      <div class="flex gap-1">
         <Thumbnail
           v-if="hasValue && hasThumbnail"
           :src="selectedItem.thumbnail"
@@ -21,19 +21,22 @@
         <div class="flex justify-between w-full min-w-0 items-center">
           <h4
             v-if="!hasValue"
-            class="mt-0 mb-0 mr-2 ml-0 text-ellipsis text-sm text-slate-800 dark:text-slate-100"
+            class="text-ellipsis text-sm text-slate-800 dark:text-slate-100"
           >
             {{ multiselectorPlaceholder }}
           </h4>
           <h4
             v-else
-            class="items-center leading-tight my-0 mx-2 overflow-hidden whitespace-nowrap text-ellipsis text-sm text-slate-800 dark:text-slate-100"
+            class="items-center leading-tight overflow-hidden whitespace-nowrap text-ellipsis text-sm text-slate-800 dark:text-slate-100"
             :title="selectedItem.name"
           >
             {{ selectedItem.name }}
           </h4>
-          <i v-if="showSearchDropdown" class="icon ion-chevron-up" />
-          <i v-else class="icon ion-chevron-down" />
+          <i
+            v-if="showSearchDropdown"
+            class="icon ion-chevron-up text-slate-600 mr-1"
+          />
+          <i v-else class="icon ion-chevron-down text-slate-600 mr-1" />
         </div>
       </div>
     </woot-button>
@@ -137,6 +140,7 @@ export default {
   },
 };
 </script>
+
 <style lang="scss" scoped>
 .dropdown-pane {
   @apply box-border top-[2.625rem] w-full;
diff --git a/app/javascript/shared/mixins/configMixin.js b/app/javascript/shared/mixins/configMixin.js
index 7561f08df..6973b7e70 100644
--- a/app/javascript/shared/mixins/configMixin.js
+++ b/app/javascript/shared/mixins/configMixin.js
@@ -12,5 +12,9 @@ export default {
     isEnterprise() {
       return window.chatwootConfig.isEnterprise === 'true';
     },
+    enterprisePlanName() {
+      // returns "community" or "enterprise"
+      return window.chatwootConfig?.enterprisePlanName;
+    },
   },
 };
diff --git a/app/javascript/widget/api/conversation.js b/app/javascript/widget/api/conversation.js
index 5cae5bc13..1060b285d 100755
--- a/app/javascript/widget/api/conversation.js
+++ b/app/javascript/widget/api/conversation.js
@@ -38,10 +38,9 @@ const setUserLastSeenAt = async ({ lastSeen }) => {
     { contact_last_seen_at: lastSeen }
   );
 };
-const sendEmailTranscript = async ({ email }) => {
+const sendEmailTranscript = async () => {
   return API.post(
-    `/api/v1/widget/conversations/transcript${window.location.search}`,
-    { email }
+    `/api/v1/widget/conversations/transcript${window.location.search}`
   );
 };
 const toggleStatus = async () => {
diff --git a/app/javascript/widget/components/ChatFooter.vue b/app/javascript/widget/components/ChatFooter.vue
index 2a8ef36dc..20d3d820f 100755
--- a/app/javascript/widget/components/ChatFooter.vue
+++ b/app/javascript/widget/components/ChatFooter.vue
@@ -87,7 +87,10 @@ export default {
       return !allowMessagesAfterResolved && status === 'resolved';
     },
     showEmailTranscriptButton() {
-      return this.currentUser && this.currentUser.email;
+      return this.hasEmail;
+    },
+    hasEmail() {
+      return this.currentUser && this.currentUser.has_email;
     },
     hasReplyTo() {
       return (
@@ -141,12 +144,9 @@ export default {
       this.inReplyTo = message;
     },
     async sendTranscript() {
-      const { email } = this.currentUser;
-      if (email) {
+      if (this.hasEmail) {
         try {
-          await sendEmailTranscript({
-            email,
-          });
+          await sendEmailTranscript();
           window.bus.$emit(BUS_EVENTS.SHOW_ALERT, {
             message: this.$t('EMAIL_TRANSCRIPT.SEND_EMAIL_SUCCESS'),
             type: 'success',
diff --git a/app/javascript/widget/components/PreChat/Form.vue b/app/javascript/widget/components/PreChat/Form.vue
index 394b338d5..3ff597c67 100644
--- a/app/javascript/widget/components/PreChat/Form.vue
+++ b/app/javascript/widget/components/PreChat/Form.vue
@@ -1,7 +1,7 @@
 <template>
   <FormulateForm
     v-model="formValues"
-    class="flex flex-1 flex-col p-6 overflow-y-auto"
+    class="flex flex-col flex-1 p-6 overflow-y-auto"
     @submit="onSubmit"
   >
     <div
@@ -49,7 +49,7 @@
     />
 
     <custom-button
-      class="font-medium mt-2 mb-5"
+      class="mt-2 mb-5 font-medium"
       block
       :bg-color="widgetColor"
       :text-color="textColor"
@@ -133,9 +133,10 @@ export default {
       return this.preChatFormEnabled ? this.options.preChatFields : [];
     },
     filteredPreChatFields() {
-      const isUserEmailAvailable = !!this.currentUser.email;
-      const isUserPhoneNumberAvailable = !!this.currentUser.phone_number;
+      const isUserEmailAvailable = this.currentUser.has_email;
+      const isUserPhoneNumberAvailable = this.currentUser.has_phone_number;
       const isUserIdentifierAvailable = !!this.currentUser.identifier;
+
       const isUserNameAvailable = !!(
         isUserIdentifierAvailable ||
         isUserEmailAvailable ||
@@ -302,11 +303,10 @@ export default {
     },
     onSubmit() {
       const { emailAddress, fullName, phoneNumber, message } = this.formValues;
-      const { email } = this.currentUser;
       this.$emit('submit', {
         fullName,
         phoneNumber,
-        emailAddress: emailAddress || email,
+        emailAddress,
         message,
         activeCampaignId: this.activeCampaign.id,
         conversationCustomAttributes: this.conversationCustomAttributes,
diff --git a/app/javascript/widget/i18n/locale/de.json b/app/javascript/widget/i18n/locale/de.json
index d6120a4ea..b6586bf11 100644
--- a/app/javascript/widget/i18n/locale/de.json
+++ b/app/javascript/widget/i18n/locale/de.json
@@ -36,7 +36,7 @@
   "CONTINUE_CONVERSATION": "Konversation fortsetzen",
   "YOU": "You",
   "START_NEW_CONVERSATION": "Neue Unterhaltung starten",
-  "VIEW_UNREAD_MESSAGES": "You have unread messages",
+  "VIEW_UNREAD_MESSAGES": "Sie haben ungelesene Nachrichten",
   "UNREAD_VIEW": {
     "VIEW_MESSAGES_BUTTON": "Neue Nachrichten anzeigen",
     "CLOSE_MESSAGES_BUTTON": "Schließen",
@@ -110,9 +110,9 @@
     }
   },
   "PORTAL": {
-    "POPULAR_ARTICLES": "Popular Articles",
+    "POPULAR_ARTICLES": "Beliebte Artikel",
     "VIEW_ALL_ARTICLES": "Alle Artikel anzeigen",
-    "IFRAME_LOAD_ERROR": "There was an error loading the article, please refresh the page and try again."
+    "IFRAME_LOAD_ERROR": "Beim Laden des Artikels ist ein Fehler aufgetreten. Bitte aktualisieren Sie die Seite und versuchen Sie es erneut."
   },
   "ATTACHMENTS": {
     "image": {
diff --git a/app/javascript/widget/i18n/locale/ja.json b/app/javascript/widget/i18n/locale/ja.json
index ebd2bc178..cbcc1466b 100644
--- a/app/javascript/widget/i18n/locale/ja.json
+++ b/app/javascript/widget/i18n/locale/ja.json
@@ -33,9 +33,9 @@
   ],
   "START_CONVERSATION": "チャットを開始する",
   "END_CONVERSATION": "End Conversation",
-  "CONTINUE_CONVERSATION": "Continue conversation",
+  "CONTINUE_CONVERSATION": "会話を続行",
   "YOU": "You",
-  "START_NEW_CONVERSATION": "Start a new conversation",
+  "START_NEW_CONVERSATION": "新しいチャットを開始する",
   "VIEW_UNREAD_MESSAGES": "You have unread messages",
   "UNREAD_VIEW": {
     "VIEW_MESSAGES_BUTTON": "新しいメッセージを見る",
@@ -80,7 +80,7 @@
     },
     "CAMPAIGN_HEADER": "Please provide your name and email before starting the conversation",
     "IS_REQUIRED": "is required",
-    "REQUIRED": "Required",
+    "REQUIRED": "必須",
     "REGEX_ERROR": "Please provide a valid input"
   },
   "FILE_SIZE_LIMIT": "添付ファイルサイズの上限 {MAXIMUM_FILE_UPLOAD_SIZE} を超えています",
@@ -99,7 +99,7 @@
     "PLACEHOLDER": "Tell us more..."
   },
   "EMAIL_TRANSCRIPT": {
-    "BUTTON_TEXT": "Request a conversation transcript",
+    "BUTTON_TEXT": "会話の履歴をメールで受け取る",
     "SEND_EMAIL_SUCCESS": "チャットの記録は正常に送信されました",
     "SEND_EMAIL_ERROR": "エラーが発生しました。もう一度お試しください。"
   },
@@ -110,8 +110,8 @@
     }
   },
   "PORTAL": {
-    "POPULAR_ARTICLES": "Popular Articles",
-    "VIEW_ALL_ARTICLES": "View all articles",
+    "POPULAR_ARTICLES": "よくある質問",
+    "VIEW_ALL_ARTICLES": "全てのヘルプを表示",
     "IFRAME_LOAD_ERROR": "There was an error loading the article, please refresh the page and try again."
   },
   "ATTACHMENTS": {
diff --git a/app/javascript/widget/i18n/locale/ko.json b/app/javascript/widget/i18n/locale/ko.json
index f2fa90eb7..69b70dba2 100644
--- a/app/javascript/widget/i18n/locale/ko.json
+++ b/app/javascript/widget/i18n/locale/ko.json
@@ -33,7 +33,7 @@
   ],
   "START_CONVERSATION": "대화 시작",
   "END_CONVERSATION": "End Conversation",
-  "CONTINUE_CONVERSATION": "Continue conversation",
+  "CONTINUE_CONVERSATION": "대화 계속하기",
   "YOU": "You",
   "START_NEW_CONVERSATION": "Start a new conversation",
   "VIEW_UNREAD_MESSAGES": "You have unread messages",
@@ -112,7 +112,7 @@
   "PORTAL": {
     "POPULAR_ARTICLES": "Popular Articles",
     "VIEW_ALL_ARTICLES": "View all articles",
-    "IFRAME_LOAD_ERROR": "There was an error loading the article, please refresh the page and try again."
+    "IFRAME_LOAD_ERROR": "문서를 불러오는 중 오류가 발생했습니다. 페이지를 새로고침 한 후 다시 시도해 주세요."
   },
   "ATTACHMENTS": {
     "image": {
diff --git a/app/javascript/widget/i18n/locale/no.json b/app/javascript/widget/i18n/locale/no.json
index 73f494422..ccca8e321 100644
--- a/app/javascript/widget/i18n/locale/no.json
+++ b/app/javascript/widget/i18n/locale/no.json
@@ -8,8 +8,8 @@
       "SUBMIT": "Send"
     },
     "MESSAGE_BUBBLE": {
-      "RETRY": "Send message again",
-      "ERROR_MESSAGE": "Couldn't send, try again"
+      "RETRY": "Send meldingen på nytt",
+      "ERROR_MESSAGE": "Kunne ikke sende, prøv på nytt"
     }
   },
   "TEAM_AVAILABILITY": {
@@ -20,23 +20,23 @@
     "IN_A_FEW_MINUTES": "Svarer vanligvis innen et par timer",
     "IN_A_FEW_HOURS": "Svarer vanligvis innen et par timer",
     "IN_A_DAY": "Svarer vanligvis innen en dag",
-    "BACK_IN": "We will be back online"
+    "BACK_IN": "Vi vil være tilbake online"
   },
   "DAY_NAMES": [
-    "Sunday",
-    "Monday",
-    "Tuesday",
-    "Wednesday",
-    "Thursday",
-    "Friday",
-    "Saturday"
+    "Søndag",
+    "Mandag",
+    "Tirsdag",
+    "Onsdag",
+    "Torsdag",
+    "Fredag",
+    "Lørdag"
   ],
   "START_CONVERSATION": "Start samtale",
-  "END_CONVERSATION": "End Conversation",
-  "CONTINUE_CONVERSATION": "Continue conversation",
-  "YOU": "You",
+  "END_CONVERSATION": "Avslutt samtale",
+  "CONTINUE_CONVERSATION": "Fortsett samtalen",
+  "YOU": "Du",
   "START_NEW_CONVERSATION": "Start en ny samtale",
-  "VIEW_UNREAD_MESSAGES": "You have unread messages",
+  "VIEW_UNREAD_MESSAGES": "Du har uleste meldinger",
   "UNREAD_VIEW": {
     "VIEW_MESSAGES_BUTTON": "Se nye meldinger",
     "CLOSE_MESSAGES_BUTTON": "Lukk",
@@ -61,16 +61,16 @@
       "EMAIL_ADDRESS": {
         "LABEL": "E-postadresse",
         "PLACEHOLDER": "Vennligst skriv inn din e-postadresse",
-        "REQUIRED_ERROR": "Email Address is required",
+        "REQUIRED_ERROR": "E-postadresse er påkrevd",
         "VALID_ERROR": "Vennligst skriv inn en gyldig e-postadresse"
       },
       "PHONE_NUMBER": {
         "LABEL": "Telefonnummer",
-        "PLACEHOLDER": "Please enter your phone number",
-        "REQUIRED_ERROR": "Phone Number is required",
-        "DIAL_CODE_VALID_ERROR": "Please select a country code",
-        "VALID_ERROR": "Please enter a valid phone number",
-        "DROPDOWN_EMPTY": "No results found"
+        "PLACEHOLDER": "Tast inn ditt telefonnummer",
+        "REQUIRED_ERROR": "Telefonnummer er påkrevd",
+        "DIAL_CODE_VALID_ERROR": "Vennligst velg landskode",
+        "VALID_ERROR": "Tast inn ditt telefonnummer",
+        "DROPDOWN_EMPTY": "Ingen resultater funnet"
       },
       "MESSAGE": {
         "LABEL": "Melding",
@@ -79,9 +79,9 @@
       }
     },
     "CAMPAIGN_HEADER": "Angi navn og e-post før du starter samtalen",
-    "IS_REQUIRED": "is required",
-    "REQUIRED": "Required",
-    "REGEX_ERROR": "Please provide a valid input"
+    "IS_REQUIRED": "er påkrevd",
+    "REQUIRED": "Påkrevd",
+    "REGEX_ERROR": "Vennligst oppgi gyldige opplysninger"
   },
   "FILE_SIZE_LIMIT": "Filens størrelse overskrider grensen på {MAXIMUM_FILE_UPLOAD_SIZE}",
   "CHAT_FORM": {
@@ -90,8 +90,8 @@
     }
   },
   "EMOJI": {
-    "PLACEHOLDER": "Search emojis",
-    "NOT_FOUND": "No emoji match your search"
+    "PLACEHOLDER": "Søk emojier",
+    "NOT_FOUND": "Ingen emojier samsvarer søket ditt"
   },
   "CSAT": {
     "TITLE": "Vurder samtalen din",
@@ -105,14 +105,14 @@
   },
   "INTEGRATIONS": {
     "DYTE": {
-      "CLICK_HERE_TO_JOIN": "Click here to join",
-      "LEAVE_THE_ROOM": "Leave the call"
+      "CLICK_HERE_TO_JOIN": "Klikk her for å bli med",
+      "LEAVE_THE_ROOM": "Forlat samtalen"
     }
   },
   "PORTAL": {
-    "POPULAR_ARTICLES": "Popular Articles",
-    "VIEW_ALL_ARTICLES": "View all articles",
-    "IFRAME_LOAD_ERROR": "There was an error loading the article, please refresh the page and try again."
+    "POPULAR_ARTICLES": "Populære artikler",
+    "VIEW_ALL_ARTICLES": "Vis alle artikler",
+    "IFRAME_LOAD_ERROR": "Det oppstod en feil under lasting av artikkelen, oppdater siden og prøv igjen."
   },
   "ATTACHMENTS": {
     "image": {
diff --git a/app/javascript/widget/store/modules/specs/contact/getters.spec.js b/app/javascript/widget/store/modules/specs/contact/getters.spec.js
index 43b0f15d7..3b7e70dec 100644
--- a/app/javascript/widget/store/modules/specs/contact/getters.spec.js
+++ b/app/javascript/widget/store/modules/specs/contact/getters.spec.js
@@ -3,8 +3,8 @@ import { getters } from '../../contacts';
 describe('#getters', () => {
   it('getCurrentUser', () => {
     const user = {
-      email: 'thoma@sphadikam.com',
-      name: 'Adu Thoma',
+      has_email: true,
+      has_name: true,
       avatar_url: '',
       identifier_hash: 'malana_hash',
     };
@@ -12,8 +12,8 @@ describe('#getters', () => {
       currentUser: user,
     };
     expect(getters.getCurrentUser(state)).toEqual({
-      email: 'thoma@sphadikam.com',
-      name: 'Adu Thoma',
+      has_email: true,
+      has_name: true,
       avatar_url: '',
       identifier_hash: 'malana_hash',
     });
diff --git a/app/javascript/widget/store/modules/specs/contact/mutations.spec.js b/app/javascript/widget/store/modules/specs/contact/mutations.spec.js
index fed202bf2..5778be2fd 100644
--- a/app/javascript/widget/store/modules/specs/contact/mutations.spec.js
+++ b/app/javascript/widget/store/modules/specs/contact/mutations.spec.js
@@ -4,8 +4,8 @@ describe('#mutations', () => {
   describe('#SET_CURRENT_USER', () => {
     it('set current user', () => {
       const user = {
-        email: 'thoma@sphadikam.com',
-        name: 'Adu Thoma',
+        has_email: true,
+        has_name: true,
         avatar_url: '',
         identifier_hash: 'malana_hash',
       };
diff --git a/app/mailers/administrator_notifications/channel_notifications_mailer.rb b/app/mailers/administrator_notifications/channel_notifications_mailer.rb
index 6c0f7cee2..dc4e6d7fe 100644
--- a/app/mailers/administrator_notifications/channel_notifications_mailer.rb
+++ b/app/mailers/administrator_notifications/channel_notifications_mailer.rb
@@ -69,6 +69,18 @@ class AdministratorNotifications::ChannelNotificationsMailer < ApplicationMailer
     send_mail_with_liquid(to: email_to, subject: subject) and return
   end
 
+  def automation_rule_disabled(rule)
+    return unless smtp_config_set_or_development?
+
+    @action_url ||= "#{ENV.fetch('FRONTEND_URL', nil)}/app/accounts/#{Current.account.id}/settings/automation/list"
+
+    subject = 'Automation rule disabled due to validation errors.'.freeze
+    @meta = {}
+    @meta['rule_name'] = rule.name
+
+    send_mail_with_liquid(to: admin_emails, subject: subject) and return
+  end
+
   private
 
   def admin_emails
diff --git a/app/mailers/agent_notifications/conversation_notifications_mailer.rb b/app/mailers/agent_notifications/conversation_notifications_mailer.rb
index 874449adf..a728bbbc6 100644
--- a/app/mailers/agent_notifications/conversation_notifications_mailer.rb
+++ b/app/mailers/agent_notifications/conversation_notifications_mailer.rb
@@ -65,3 +65,5 @@ class AgentNotifications::ConversationNotificationsMailer < ApplicationMailer
                 })
   end
 end
+
+AgentNotifications::ConversationNotificationsMailer.prepend_mod_with('AgentNotifications::ConversationNotificationsMailer')
diff --git a/app/models/application_record.rb b/app/models/application_record.rb
index 117950e35..c6877c883 100644
--- a/app/models/application_record.rb
+++ b/app/models/application_record.rb
@@ -5,11 +5,13 @@ class ApplicationRecord < ActiveRecord::Base
   before_validation :validates_column_content_length
 
   # the models that exposed in email templates through liquid
-  DROPPABLES = %w[Account Channel Conversation Inbox User Message].freeze
+  def droppables
+    %w[Account Channel Conversation Inbox User Message]
+  end
 
   # ModelDrop class should exist in app/drops
   def to_drop
-    return unless DROPPABLES.include?(self.class.name)
+    return unless droppables.include?(self.class.name)
 
     "#{self.class.name}Drop".constantize.new(self)
   end
@@ -47,3 +49,5 @@ class ApplicationRecord < ActiveRecord::Base
     end
   end
 end
+
+ApplicationRecord.prepend_mod_with('ApplicationRecord')
diff --git a/app/models/article.rb b/app/models/article.rb
index 9abe87857..77903aeb7 100644
--- a/app/models/article.rb
+++ b/app/models/article.rb
@@ -170,3 +170,4 @@ class Article < ApplicationRecord
     self.slug ||= "#{Time.now.utc.to_i}-#{title.underscore.parameterize(separator: '-')}" if title.present?
   end
 end
+Article.include_mod_with('Concerns::Article')
diff --git a/app/models/automation_rule.rb b/app/models/automation_rule.rb
index 955df7497..9f7da28a0 100644
--- a/app/models/automation_rule.rb
+++ b/app/models/automation_rule.rb
@@ -19,6 +19,7 @@
 #
 class AutomationRule < ApplicationRecord
   include Rails.application.routes.url_helpers
+  include Reauthorizable
 
   belongs_to :account
   has_many_attached :files
@@ -28,6 +29,8 @@ class AutomationRule < ApplicationRecord
   validate :query_operator_presence
   validates :account_id, presence: true
 
+  after_update_commit :reauthorized!, if: -> { saved_change_to_conditions? }
+
   scope :active, -> { where(active: true) }
 
   def conditions_attributes
diff --git a/app/models/channel/web_widget.rb b/app/models/channel/web_widget.rb
index 2efe74881..faa1126f3 100644
--- a/app/models/channel/web_widget.rb
+++ b/app/models/channel/web_widget.rb
@@ -41,6 +41,7 @@ class Channel::WebWidget < ApplicationRecord
   before_validation :validate_pre_chat_options
   validates :website_url, presence: true
   validates :widget_color, presence: true
+  has_many :portals, foreign_key: 'channel_web_widget_id', dependent: :nullify, inverse_of: :channel_web_widget
 
   has_secure_token :website_token
   has_secure_token :hmac_token
diff --git a/app/models/concerns/push_data_helper.rb b/app/models/concerns/push_data_helper.rb
new file mode 100644
index 000000000..47a1e4e84
--- /dev/null
+++ b/app/models/concerns/push_data_helper.rb
@@ -0,0 +1,15 @@
+module PushDataHelper
+  extend ActiveSupport::Concern
+
+  def push_event_data
+    Conversations::EventDataPresenter.new(self).push_data
+  end
+
+  def lock_event_data
+    Conversations::EventDataPresenter.new(self).lock_data
+  end
+
+  def webhook_data
+    Conversations::EventDataPresenter.new(self).push_data
+  end
+end
diff --git a/app/models/concerns/reauthorizable.rb b/app/models/concerns/reauthorizable.rb
index fa46d0060..0fc234ada 100644
--- a/app/models/concerns/reauthorizable.rb
+++ b/app/models/concerns/reauthorizable.rb
@@ -50,6 +50,9 @@ module Reauthorizable
       mailer.whatsapp_disconnect(inbox).deliver_later
     when 'Channel::Email'
       mailer.email_disconnect(inbox).deliver_later
+    when 'AutomationRule'
+      update!(active: false)
+      mailer.automation_rule_disabled(self).deliver_later
     end
   end
 
diff --git a/app/models/contact.rb b/app/models/contact.rb
index a60e9f4d2..95ee69c75 100644
--- a/app/models/contact.rb
+++ b/app/models/contact.rb
@@ -169,7 +169,7 @@ class Contact < ApplicationRecord
   end
 
   def self.from_email(email)
-    find_by(email: email.downcase)
+    find_by(email: email&.downcase)
   end
 
   private
diff --git a/app/models/conversation.rb b/app/models/conversation.rb
index 72518f250..4d2ce55ba 100644
--- a/app/models/conversation.rb
+++ b/app/models/conversation.rb
@@ -6,7 +6,7 @@
 #  additional_attributes  :jsonb
 #  agent_last_seen_at     :datetime
 #  assignee_last_seen_at  :datetime
-#  cached_label_list      :string
+#  cached_label_list      :text
 #  contact_last_seen_at   :datetime
 #  custom_attributes      :jsonb
 #  first_reply_created_at :datetime
@@ -57,6 +57,7 @@ class Conversation < ApplicationRecord
   include ActivityMessageHandler
   include UrlHelper
   include SortHandler
+  include PushDataHelper
   include ConversationMuteHelpers
 
   validates :account_id, presence: true
@@ -171,18 +172,6 @@ class Conversation < ApplicationRecord
     unread_messages.where(account_id: account_id).incoming.last(10)
   end
 
-  def push_event_data
-    Conversations::EventDataPresenter.new(self).push_data
-  end
-
-  def lock_event_data
-    Conversations::EventDataPresenter.new(self).lock_data
-  end
-
-  def webhook_data
-    Conversations::EventDataPresenter.new(self).push_data
-  end
-
   def cached_label_list_array
     (cached_label_list || '').split(',').map(&:strip)
   end
@@ -207,6 +196,10 @@ class Conversation < ApplicationRecord
     "#{ENV.fetch('FRONTEND_URL', nil)}/survey/responses/#{uuid}"
   end
 
+  def dispatch_conversation_updated_event(previous_changes = nil)
+    dispatcher_dispatch(CONVERSATION_UPDATED, previous_changes)
+  end
+
   private
 
   def execute_after_update_commit_callbacks
@@ -245,13 +238,17 @@ class Conversation < ApplicationRecord
   def notify_conversation_updation
     return unless previous_changes.keys.present? && allowed_keys?
 
-    dispatcher_dispatch(CONVERSATION_UPDATED, previous_changes)
+    dispatch_conversation_updated_event(previous_changes)
+  end
+
+  def list_of_keys
+    %w[team_id assignee_id status snoozed_until custom_attributes label_list waiting_since first_reply_created_at
+       priority]
   end
 
   def allowed_keys?
     (
-      previous_changes.keys.intersect?(%w[team_id assignee_id status snoozed_until custom_attributes label_list waiting_since first_reply_created_at
-                                          priority]) ||
+      previous_changes.keys.intersect?(list_of_keys) ||
       (previous_changes['additional_attributes'].present? && previous_changes['additional_attributes'][1].keys.intersect?(%w[conversation_language]))
     )
   end
@@ -312,5 +309,6 @@ class Conversation < ApplicationRecord
   end
 end
 
-Conversation.include_mod_with('EnterpriseConversationConcern')
+Conversation.include_mod_with('Concerns::Conversation')
 Conversation.include_mod_with('SentimentAnalysisHelper')
+Conversation.prepend_mod_with('Conversation')
diff --git a/app/models/notification.rb b/app/models/notification.rb
index c71bdbb62..b5834225a 100644
--- a/app/models/notification.rb
+++ b/app/models/notification.rb
@@ -118,11 +118,11 @@ class Notification < ApplicationRecord
 
   def push_message_body
     case notification_type
-    when 'conversation_creation'
+    when 'conversation_creation', 'sla_missed_first_response'
       message_body(conversation.messages.first)
     when 'assigned_conversation_new_message', 'participating_conversation_new_message', 'conversation_mention'
       message_body(secondary_actor)
-    when 'conversation_assignment'
+    when 'conversation_assignment', 'sla_missed_next_response', 'sla_missed_resolution'
       message_body(conversation.messages.incoming.last)
     else
       ''
diff --git a/app/models/portal.rb b/app/models/portal.rb
index 269f64110..cc64be1fd 100644
--- a/app/models/portal.rb
+++ b/app/models/portal.rb
@@ -2,24 +2,26 @@
 #
 # Table name: portals
 #
-#  id            :bigint           not null, primary key
-#  archived      :boolean          default(FALSE)
-#  color         :string
-#  config        :jsonb
-#  custom_domain :string
-#  header_text   :text
-#  homepage_link :string
-#  name          :string           not null
-#  page_title    :string
-#  slug          :string           not null
-#  created_at    :datetime         not null
-#  updated_at    :datetime         not null
-#  account_id    :integer          not null
+#  id                    :bigint           not null, primary key
+#  archived              :boolean          default(FALSE)
+#  color                 :string
+#  config                :jsonb
+#  custom_domain         :string
+#  header_text           :text
+#  homepage_link         :string
+#  name                  :string           not null
+#  page_title            :string
+#  slug                  :string           not null
+#  created_at            :datetime         not null
+#  updated_at            :datetime         not null
+#  account_id            :integer          not null
+#  channel_web_widget_id :bigint
 #
 # Indexes
 #
-#  index_portals_on_custom_domain  (custom_domain) UNIQUE
-#  index_portals_on_slug           (slug) UNIQUE
+#  index_portals_on_channel_web_widget_id  (channel_web_widget_id)
+#  index_portals_on_custom_domain          (custom_domain) UNIQUE
+#  index_portals_on_slug                   (slug) UNIQUE
 #
 class Portal < ApplicationRecord
   include Rails.application.routes.url_helpers
@@ -38,6 +40,7 @@ class Portal < ApplicationRecord
            source: :user
   has_one_attached :logo
   has_many :inboxes, dependent: :nullify
+  belongs_to :channel_web_widget, class_name: 'Channel::WebWidget', optional: true
 
   before_validation -> { normalize_empty_string_to_nil(%i[custom_domain homepage_link]) }
   validates :account_id, presence: true
@@ -50,7 +53,7 @@ class Portal < ApplicationRecord
 
   scope :active, -> { where(archived: false) }
 
-  CONFIG_JSON_KEYS = %w[allowed_locales default_locale].freeze
+  CONFIG_JSON_KEYS = %w[allowed_locales default_locale website_token].freeze
 
   def file_base_data
     {
diff --git a/app/models/user.rb b/app/models/user.rb
index 3fdaf7f25..faadb3271 100644
--- a/app/models/user.rb
+++ b/app/models/user.rb
@@ -157,7 +157,7 @@ class User < ApplicationRecord
   end
 
   def self.from_email(email)
-    find_by(email: email.downcase)
+    find_by(email: email&.downcase)
   end
 
   private
diff --git a/app/presenters/conversations/event_data_presenter.rb b/app/presenters/conversations/event_data_presenter.rb
index f739554b3..67c7dc1dd 100644
--- a/app/presenters/conversations/event_data_presenter.rb
+++ b/app/presenters/conversations/event_data_presenter.rb
@@ -45,3 +45,4 @@ class Conversations::EventDataPresenter < SimpleDelegator
     }
   end
 end
+Conversations::EventDataPresenter.prepend_mod_with('Conversations::EventDataPresenter')
diff --git a/app/services/automation_rules/condition_validation_service.rb b/app/services/automation_rules/condition_validation_service.rb
index 6f9f9a7c3..63e58b5bc 100644
--- a/app/services/automation_rules/condition_validation_service.rb
+++ b/app/services/automation_rules/condition_validation_service.rb
@@ -5,8 +5,8 @@ class AutomationRules::ConditionValidationService
     @rule = rule
     @account = rule.account
 
-    file = File.read('./lib/filters/filter_keys.json')
-    @filters = JSON.parse(file)
+    file = File.read('./lib/filters/filter_keys.yml')
+    @filters = YAML.safe_load(file)
 
     @conversation_filters = @filters['conversations']
     @contact_filters = @filters['contacts']
diff --git a/app/services/automation_rules/conditions_filter_service.rb b/app/services/automation_rules/conditions_filter_service.rb
index 44b72db9e..23873371d 100644
--- a/app/services/automation_rules/conditions_filter_service.rb
+++ b/app/services/automation_rules/conditions_filter_service.rb
@@ -11,8 +11,9 @@ class AutomationRules::ConditionsFilterService < FilterService
     @account = conversation.account
 
     # setup filters from json file
-    file = File.read('./lib/filters/filter_keys.json')
-    @filters = JSON.parse(file)
+    file = File.read('./lib/filters/filter_keys.yml')
+    @filters = YAML.safe_load(file)
+
     @conversation_filters = @filters['conversations']
     @contact_filters = @filters['contacts']
     @message_filters = @filters['messages']
@@ -44,8 +45,8 @@ class AutomationRules::ConditionsFilterService < FilterService
 
   def rule_valid?
     is_valid = AutomationRules::ConditionValidationService.new(@rule).perform
-
     Rails.logger.info "Automation rule condition validation failed for rule id: #{@rule.id}" unless is_valid
+    @rule.authorization_error! unless is_valid
 
     is_valid
   end
diff --git a/app/services/contacts/filter_service.rb b/app/services/contacts/filter_service.rb
index 70062cad0..d3b24e4e2 100644
--- a/app/services/contacts/filter_service.rb
+++ b/app/services/contacts/filter_service.rb
@@ -2,7 +2,7 @@ class Contacts::FilterService < FilterService
   ATTRIBUTE_MODEL = 'contact_attribute'.freeze
 
   def perform
-    @contacts = contact_query_builder
+    @contacts = query_builder(@filters['contacts'])
 
     {
       contacts: @contacts,
@@ -10,38 +10,6 @@ class Contacts::FilterService < FilterService
     }
   end
 
-  def contact_query_builder
-    contact_filters = @filters['contacts']
-
-    @params[:payload].each_with_index do |query_hash, current_index|
-      current_filter = contact_filters[query_hash['attribute_key']]
-      @query_string += contact_query_string(current_filter, query_hash, current_index)
-    end
-
-    base_relation.where(@query_string, @filter_values.with_indifferent_access)
-  end
-
-  def contact_query_string(current_filter, query_hash, current_index)
-    attribute_key = query_hash[:attribute_key]
-    query_operator = query_hash[:query_operator]
-    filter_operator_value = filter_operation(query_hash, current_index)
-
-    return custom_attribute_query(query_hash, 'contact_attribute', current_index) if current_filter.nil?
-
-    case current_filter['attribute_type']
-    when 'additional_attributes'
-      "  LOWER(contacts.additional_attributes ->> '#{attribute_key}') #{filter_operator_value} #{query_operator} "
-    when 'date_attributes'
-      " (contacts.#{attribute_key})::#{current_filter['data_type']} #{filter_operator_value}#{current_filter['data_type']} #{query_operator} "
-    when 'standard'
-      if attribute_key == 'labels'
-        " #{tag_filter_query('Contact', 'contacts', query_hash, current_index)} "
-      else
-        " LOWER(contacts.#{attribute_key}) #{filter_operator_value} #{query_operator} "
-      end
-    end
-  end
-
   def filter_values(query_hash)
     current_val = query_hash['values'][0]
     if query_hash['attribute_key'] == 'phone_number'
@@ -57,6 +25,13 @@ class Contacts::FilterService < FilterService
     Current.account.contacts
   end
 
+  def filter_config
+    {
+      entity: 'Contact',
+      table_name: 'contacts'
+    }
+  end
+
   private
 
   def equals_to_filter_string(filter_operator, current_index)
diff --git a/app/services/conversations/filter_service.rb b/app/services/conversations/filter_service.rb
index 87384017c..3a06959b8 100644
--- a/app/services/conversations/filter_service.rb
+++ b/app/services/conversations/filter_service.rb
@@ -7,7 +7,7 @@ class Conversations::FilterService < FilterService
   end
 
   def perform
-    @conversations = conversation_query_builder
+    @conversations = query_builder(@filters['conversations'])
     mine_count, unassigned_count, all_count, = set_count_for_all_conversations
     assigned_count = all_count - unassigned_count
 
@@ -22,37 +22,6 @@ class Conversations::FilterService < FilterService
     }
   end
 
-  def conversation_query_builder
-    conversation_filters = @filters['conversations']
-    @params[:payload].each_with_index do |query_hash, current_index|
-      current_filter = conversation_filters[query_hash['attribute_key']]
-      @query_string += conversation_query_string(current_filter, query_hash, current_index)
-    end
-
-    base_relation.where(@query_string, @filter_values.with_indifferent_access)
-  end
-
-  def conversation_query_string(current_filter, query_hash, current_index)
-    attribute_key = query_hash[:attribute_key]
-    query_operator = query_hash[:query_operator]
-    filter_operator_value = filter_operation(query_hash, current_index)
-
-    return custom_attribute_query(query_hash, 'conversation_attribute', current_index) if current_filter.nil?
-
-    case current_filter['attribute_type']
-    when 'additional_attributes'
-      " conversations.additional_attributes ->> '#{attribute_key}' #{filter_operator_value} #{query_operator} "
-    when 'date_attributes'
-      " (conversations.#{attribute_key})::#{current_filter['data_type']} #{filter_operator_value}#{current_filter['data_type']} #{query_operator} "
-    when 'standard'
-      if attribute_key == 'labels'
-        " #{tag_filter_query('Conversation', 'conversations', query_hash, current_index)} "
-      else
-        " conversations.#{attribute_key} #{filter_operator_value} #{query_operator} "
-      end
-    end
-  end
-
   def base_relation
     @account.conversations.includes(
       :taggings, :inbox, { assignee: { avatar_attachment: [:blob] } }, { contact: { avatar_attachment: [:blob] } }, :team, :messages, :contact_inbox
@@ -63,6 +32,13 @@ class Conversations::FilterService < FilterService
     @params[:page] || 1
   end
 
+  def filter_config
+    {
+      entity: 'Conversation',
+      table_name: 'conversations'
+    }
+  end
+
   def conversations
     @conversations.sort_on_last_activity_at.page(current_page)
   end
diff --git a/app/services/filter_service.rb b/app/services/filter_service.rb
index f1a699811..c545ac7d8 100644
--- a/app/services/filter_service.rb
+++ b/app/services/filter_service.rb
@@ -1,6 +1,9 @@
 require 'json'
 
 class FilterService
+  include FilterHelper
+  include CustomExceptions::CustomFilter
+
   ATTRIBUTE_MODEL = 'conversation_attribute'.freeze
   ATTRIBUTE_TYPES = {
     date: 'date', text: 'text', number: 'numeric', link: 'text', list: 'text', checkbox: 'boolean'
@@ -9,8 +12,8 @@ class FilterService
   def initialize(params, user)
     @params = params
     @user = user
-    file = File.read('./lib/filters/filter_keys.json')
-    @filters = JSON.parse(file)
+    file = File.read('./lib/filters/filter_keys.yml')
+    @filters = YAML.safe_load(file)
     @query_string = ''
     @filter_values = {}
   end
@@ -106,7 +109,9 @@ class FilterService
     ]
   end
 
-  def tag_filter_query(model_name, table_name, query_hash, current_index)
+  def tag_filter_query(query_hash, current_index)
+    model_name = filter_config[:entity]
+    table_name = filter_config[:table_name]
     query_operator = query_hash[:query_operator]
     @filter_values["value_#{current_index}"] = filter_values(query_hash)
 
@@ -130,10 +135,8 @@ class FilterService
   def custom_attribute_query(query_hash, custom_attribute_type, current_index)
     @attribute_key = query_hash[:attribute_key]
     @custom_attribute_type = custom_attribute_type
-
     attribute_data_type
-
-    return ' ' if @custom_attribute.blank?
+    return '' if @custom_attribute.blank?
 
     build_custom_attr_query(query_hash, current_index)
   end
@@ -155,9 +158,9 @@ class FilterService
     table_name = attribute_model == 'conversation_attribute' ? 'conversations' : 'contacts'
 
     query = if attribute_data_type == 'text'
-              "  LOWER(#{table_name}.custom_attributes ->> '#{@attribute_key}')::#{attribute_data_type} #{filter_operator_value} #{query_operator} "
+              "LOWER(#{table_name}.custom_attributes ->> '#{@attribute_key}')::#{attribute_data_type} #{filter_operator_value} #{query_operator} "
             else
-              "  (#{table_name}.custom_attributes ->> '#{@attribute_key}')::#{attribute_data_type} #{filter_operator_value} #{query_operator} "
+              "(#{table_name}.custom_attributes ->> '#{@attribute_key}')::#{attribute_data_type} #{filter_operator_value} #{query_operator} "
             end
 
     query + not_in_custom_attr_query(table_name, query_hash, attribute_data_type)
@@ -194,4 +197,11 @@ class FilterService
 
     "NOT LIKE :value_#{current_index}"
   end
+
+  def query_builder(model_filters)
+    @params[:payload].each_with_index do |query_hash, current_index|
+      @query_string += " #{build_condition_query(model_filters, query_hash, current_index).strip}"
+    end
+    base_relation.where(@query_string, @filter_values.with_indifferent_access)
+  end
 end
diff --git a/app/services/imap/base_fetch_email_service.rb b/app/services/imap/base_fetch_email_service.rb
index 4f49dc980..1af3bdb5d 100644
--- a/app/services/imap/base_fetch_email_service.rb
+++ b/app/services/imap/base_fetch_email_service.rb
@@ -3,10 +3,17 @@ require 'net/imap'
 class Imap::BaseFetchEmailService
   pattr_initialize [:channel!]
 
-  def perform
+  def fetch_emails
     # Override this method
   end
 
+  def perform
+    inbound_emails = fetch_emails
+    terminate_imap_connection
+
+    inbound_emails
+  end
+
   private
 
   def authentication_type
@@ -105,6 +112,13 @@ class Imap::BaseFetchEmailService
     imap
   end
 
+  def terminate_imap_connection
+    imap_client.logout
+  rescue Net::IMAP::Error => e
+    Rails.logger.info "Logout failed for #{channel.email} - #{e.message}."
+    imap_client.disconnect
+  end
+
   def build_mail_from_string(raw_email_content)
     Mail.read_from_string(raw_email_content)
   end
diff --git a/app/services/imap/fetch_email_service.rb b/app/services/imap/fetch_email_service.rb
index f6d8de774..f602b3375 100644
--- a/app/services/imap/fetch_email_service.rb
+++ b/app/services/imap/fetch_email_service.rb
@@ -1,5 +1,5 @@
 class Imap::FetchEmailService < Imap::BaseFetchEmailService
-  def perform
+  def fetch_emails
     fetch_mail_for_channel
   end
 
diff --git a/app/services/imap/microsoft_fetch_email_service.rb b/app/services/imap/microsoft_fetch_email_service.rb
index b6d3c03b8..ed3eb20f1 100644
--- a/app/services/imap/microsoft_fetch_email_service.rb
+++ b/app/services/imap/microsoft_fetch_email_service.rb
@@ -1,5 +1,5 @@
 class Imap::MicrosoftFetchEmailService < Imap::BaseFetchEmailService
-  def perform
+  def fetch_emails
     return if channel.provider_config['access_token'].blank?
 
     fetch_mail_for_channel
diff --git a/app/views/api/v1/accounts/agents/create.json.jbuilder b/app/views/api/v1/accounts/agents/create.json.jbuilder
index adad85132..18760d9b6 100644
--- a/app/views/api/v1/accounts/agents/create.json.jbuilder
+++ b/app/views/api/v1/accounts/agents/create.json.jbuilder
@@ -1 +1 @@
-json.partial! 'api/v1/models/agent', formats: [:json], resource: @user
+json.partial! 'api/v1/models/agent', formats: [:json], resource: @agent
diff --git a/app/views/api/v1/conversations/partials/_conversation.json.jbuilder b/app/views/api/v1/conversations/partials/_conversation.json.jbuilder
index 2e90e073a..a9a580e26 100644
--- a/app/views/api/v1/conversations/partials/_conversation.json.jbuilder
+++ b/app/views/api/v1/conversations/partials/_conversation.json.jbuilder
@@ -1,3 +1,7 @@
+# TODO: Move this into models jbuilder
+# Currently the file there is used only for search endpoint.
+# Everywhere else we use conversation builder in partials folder
+
 json.meta do
   json.sender do
     json.partial! 'api/v1/models/contact', formats: [:json], resource: conversation.contact
@@ -48,3 +52,4 @@ json.last_activity_at conversation.last_activity_at.to_i
 json.priority conversation.priority
 json.waiting_since conversation.waiting_since.to_i.to_i
 json.sla_policy_id conversation.sla_policy_id
+json.partial! 'enterprise/api/v1/conversations/partials/conversation', conversation: conversation if ChatwootApp.enterprise?
diff --git a/app/views/api/v1/models/_conversation.json.jbuilder b/app/views/api/v1/models/_conversation.json.jbuilder
index 3fa54bcd9..68dfd2c40 100644
--- a/app/views/api/v1/models/_conversation.json.jbuilder
+++ b/app/views/api/v1/models/_conversation.json.jbuilder
@@ -1,3 +1,5 @@
+# This file is used to render conversation data search API response.
+
 json.id conversation.display_id
 json.uuid conversation.uuid
 json.created_at conversation.created_at.to_i
diff --git a/app/views/api/v1/widget/contacts/set_user.json.jbuilder b/app/views/api/v1/widget/contacts/set_user.json.jbuilder
index 8c770fe4f..e6283fa4f 100644
--- a/app/views/api/v1/widget/contacts/set_user.json.jbuilder
+++ b/app/views/api/v1/widget/contacts/set_user.json.jbuilder
@@ -1,5 +1,5 @@
 json.id @contact.id
-json.name @contact.name
-json.email @contact.email
-json.phone_number @contact.phone_number
+json.has_email @contact.email.present?
+json.has_name @contact.name.present?
+json.has_phone_number @contact.phone_number.present?
 json.widget_auth_token @widget_auth_token if @widget_auth_token.present?
diff --git a/app/views/api/v1/widget/contacts/show.json.jbuilder b/app/views/api/v1/widget/contacts/show.json.jbuilder
index 2e7a38277..26be98a3e 100644
--- a/app/views/api/v1/widget/contacts/show.json.jbuilder
+++ b/app/views/api/v1/widget/contacts/show.json.jbuilder
@@ -1,5 +1,5 @@
 json.id @contact.id
-json.name @contact.name
-json.email @contact.email
-json.phone_number @contact.phone_number
+json.has_email @contact.email.present?
+json.has_name @contact.name.present?
+json.has_phone_number @contact.phone_number.present?
 json.identifier @contact.identifier
diff --git a/app/views/api/v1/widget/contacts/update.json.jbuilder b/app/views/api/v1/widget/contacts/update.json.jbuilder
index d6228cbfe..21f3c37b7 100644
--- a/app/views/api/v1/widget/contacts/update.json.jbuilder
+++ b/app/views/api/v1/widget/contacts/update.json.jbuilder
@@ -1,4 +1,4 @@
 json.id @contact.id
-json.name @contact.name
-json.email @contact.email
-json.phone_number @contact.phone_number
+json.has_email @contact.email.present?
+json.has_name @contact.name.present?
+json.has_phone_number @contact.phone_number.present?
diff --git a/app/views/layouts/portal.html.erb b/app/views/layouts/portal.html.erb
index 483ca3809..f3f008305 100644
--- a/app/views/layouts/portal.html.erb
+++ b/app/views/layouts/portal.html.erb
@@ -38,7 +38,7 @@ By default, it renders:
     <% else %>
       <title><%= @portal.page_title%></title>
     <% end %>
-    
+
     <% unless @theme_from_params.blank? %>
     <%# this adds the theme from params, ensuring that there a localstorage value set %>
     <%# this will further trigger the next script to ensure color mode is toggled without a FOUC %>
@@ -75,13 +75,13 @@ By default, it renders:
     --dynamic-portal-bg-gradient: <%= generate_gradient_to_bottom('dark') %>;
     --dynamic-hover-bg-color: <%= generate_portal_hover_color(@portal.color , 'dark') %>;
   }
-  
+
   html.light {
     --dynamic-portal-bg: <%= generate_portal_bg(@portal.color, 'light') %>;
     --dynamic-portal-bg-gradient: <%= generate_gradient_to_bottom('light') %>;
     --dynamic-hover-bg-color: <%= generate_portal_hover_color(@portal.color , 'light') %>;
   }
-  
+
   /* Portal background */
   #portal-bg {
     background: var(--dynamic-portal-bg);
@@ -128,4 +128,7 @@ By default, it renders:
       tocHeader: '<%= I18n.t('public_portal.toc_header') %>'
     };
   </script>
+  <% if @portal.channel_web_widget.present? %>
+  <%= @portal.channel_web_widget.web_widget_script.html_safe %>
+  <% end %>
 </html>
diff --git a/app/views/layouts/vueapp.html.erb b/app/views/layouts/vueapp.html.erb
index 2e49a7b96..ed5723556 100644
--- a/app/views/layouts/vueapp.html.erb
+++ b/app/views/layouts/vueapp.html.erb
@@ -40,10 +40,14 @@
         fbApiVersion: '<%= @global_config['FACEBOOK_API_VERSION'] %>',
         signupEnabled: '<%= @global_config['ENABLE_ACCOUNT_SIGNUP'] %>',
         isEnterprise: '<%= @global_config['IS_ENTERPRISE'] %>',
+        <% if @global_config['IS_ENTERPRISE'] %>
+        enterprisePlanName: '<%= @global_config['INSTALLATION_PRICING_PLAN'] %>',
+        <% end %>
         <% if @global_config['VAPID_PUBLIC_KEY'] %>
         vapidPublicKey: new Uint8Array(<%= Base64.urlsafe_decode64(@global_config['VAPID_PUBLIC_KEY']).bytes %>),
         <% end %>
         enabledLanguages: <%= available_locales_with_name.to_json.html_safe %>,
+        helpUrls: <%= feature_help_urls.to_json.html_safe %>,
         selectedLocale: '<%= I18n.locale %>'
       }
       window.globalConfig = <%= raw @global_config.to_json %>
diff --git a/app/views/mailers/administrator_notifications/channel_notifications_mailer/automation_rule_disabled.liquid b/app/views/mailers/administrator_notifications/channel_notifications_mailer/automation_rule_disabled.liquid
new file mode 100644
index 000000000..56aefd6b7
--- /dev/null
+++ b/app/views/mailers/administrator_notifications/channel_notifications_mailer/automation_rule_disabled.liquid
@@ -0,0 +1,8 @@
+<p>Hello there,</p>
+
+<p>The automation rule <b>{{meta['rule_name']}}</b> has been disabled becuase it has invalid conditions.</p>
+<p>This typically happens when you delete any custom attributes which are still being used in automation rules.</p>
+
+<p>
+Click <a href="{{action_url}}">here</a> to update the conditions.
+</p>
diff --git a/app/views/mailers/agent_notifications/conversation_notifications_mailer/sla_missed_first_response.liquid b/app/views/mailers/agent_notifications/conversation_notifications_mailer/sla_missed_first_response.liquid
new file mode 100644
index 000000000..d7988ad5f
--- /dev/null
+++ b/app/views/mailers/agent_notifications/conversation_notifications_mailer/sla_missed_first_response.liquid
@@ -0,0 +1,10 @@
+<p>Hi {{user.available_name}},</p>
+
+<p>
+  Conversation #{{conversation.display_id}} in {{ inbox.name }} 
+  has missed the SLA for first response  under policy {{ sla_policy.name }}.
+</p>
+
+<p>
+<a href="{{action_url}}">Please address immediately.</a>
+</p>
diff --git a/app/views/mailers/agent_notifications/conversation_notifications_mailer/sla_missed_next_response.liquid b/app/views/mailers/agent_notifications/conversation_notifications_mailer/sla_missed_next_response.liquid
new file mode 100644
index 000000000..d7bf8d445
--- /dev/null
+++ b/app/views/mailers/agent_notifications/conversation_notifications_mailer/sla_missed_next_response.liquid
@@ -0,0 +1,10 @@
+<p>Hi {{user.available_name}},</p>
+
+<p>
+  Conversation #{{conversation.display_id}} in {{ inbox.name }} 
+  has missed the SLA for next response under policy {{ sla_policy.name }}..
+</p>
+
+<p>
+<a href="{{action_url}}">Please address immediately.</a>
+</p>
diff --git a/app/views/mailers/agent_notifications/conversation_notifications_mailer/sla_missed_resolution.liquid b/app/views/mailers/agent_notifications/conversation_notifications_mailer/sla_missed_resolution.liquid
new file mode 100644
index 000000000..efd24913e
--- /dev/null
+++ b/app/views/mailers/agent_notifications/conversation_notifications_mailer/sla_missed_resolution.liquid
@@ -0,0 +1,10 @@
+<p>Hi {{user.available_name}},</p>
+
+<p>
+  Conversation #{{conversation.display_id}} in {{ inbox.name }} 
+  has missed the SLA for resolution time under policy {{ sla_policy.name }}.
+</p>
+
+<p>
+<a href="{{action_url}}">Please address immediately.</a>
+</p>
diff --git a/app/views/public/api/v1/portals/_header.html.erb b/app/views/public/api/v1/portals/_header.html.erb
index 9b875fcee..544fa1ba8 100644
--- a/app/views/public/api/v1/portals/_header.html.erb
+++ b/app/views/public/api/v1/portals/_header.html.erb
@@ -83,7 +83,7 @@
               class="w-24 overflow-hidden text-sm font-medium leading-tight bg-white appearance-none cursor-pointer dark:bg-slate-900 text-ellipsis whitespace-nowrap focus:outline-none focus:shadow-outline locale-switcher"
             >
               <% @portal.config["allowed_locales"].each do |locale| %>
-                <option <%= locale == params[:locale] ? 'selected': '' %> value="<%= locale %>"><%= "#{language_name(locale)} (#{locale})" %></option>
+                <option <%= locale == @locale ? 'selected': '' %> value="<%= locale %>"><%= "#{language_name(locale)} (#{locale})" %></option>
               <% end %>
             </select>
             <%= render partial: 'icons/chevron-down' %>
diff --git a/config/app.yml b/config/app.yml
index 220fabfe7..c3aaff45e 100644
--- a/config/app.yml
+++ b/config/app.yml
@@ -1,5 +1,5 @@
 shared: &shared
-  version: '3.7.0'
+  version: '3.8.0'
 
 development:
   <<: *shared
diff --git a/config/features.yml b/config/features.yml
index f0477c297..42714bc73 100644
--- a/config/features.yml
+++ b/config/features.yml
@@ -3,37 +3,45 @@
   enabled: true
 - name: channel_email
   enabled: true
+  help_url: https://chwt.app/hc/email
 - name: channel_facebook
   enabled: true
+  help_url: https://chwt.app/hc/fb
 - name: channel_twitter
   enabled: true
 - name: ip_lookup
   enabled: false
 - name: disable_branding
   enabled: false
-  premium:  true
+  premium: true
 - name: email_continuity_on_api_channel
   enabled: false
 - name: help_center
   enabled: true
+  help_url: https://chwt.app/hc/help-center
 - name: agent_bots
   enabled: false
+  help_url: https://chwt.app/hc/agent-bots
 - name: macros
   enabled: true
 - name: agent_management
   enabled: true
 - name: team_management
   enabled: true
+  help_url: https://chwt.app/hc/teams
 - name: inbox_management
   enabled: true
 - name: labels
   enabled: true
+  help_url: https://chwt.app/hc/labels
 - name: custom_attributes
   enabled: true
+  help_url: https://chwt.app/hc/custom-attributes
 - name: automations
   enabled: true
 - name: canned_responses
   enabled: true
+  help_url: https://chwt.app/hc/canned
 - name: integrations
   enabled: true
 - name: voice_recorder
@@ -44,8 +52,10 @@
   enabled: true
 - name: campaigns
   enabled: true
+  help_url: https://chwt.app/hc/campaigns
 - name: reports
   enabled: true
+  help_url: https://chwt.app/hc/reports
 - name: crm
   enabled: true
 - name: auto_resolve_conversations
@@ -62,6 +72,7 @@
   premium: true
 - name: message_reply_to
   enabled: false
+  help_url: https://chwt.app/hc/reply-to
 - name: insert_article_in_reply
   enabled: false
 - name: inbox_view
@@ -69,3 +80,6 @@
 - name: sla
   enabled: false
   premium: true
+- name: help_center_embedding_search
+  enabled: false
+  premium: true
diff --git a/config/initializers/monkey_patches/schema_dumper.rb b/config/initializers/monkey_patches/schema_dumper.rb
index a790f34d0..e4182d27b 100644
--- a/config/initializers/monkey_patches/schema_dumper.rb
+++ b/config/initializers/monkey_patches/schema_dumper.rb
@@ -34,3 +34,4 @@ ActiveRecord::SchemaDumper.ignore_tables << 'responses'
 ActiveRecord::SchemaDumper.ignore_tables << 'response_sources'
 ActiveRecord::SchemaDumper.ignore_tables << 'response_documents'
 ActiveRecord::SchemaDumper.ignore_tables << 'inbox_response_sources'
+ActiveRecord::SchemaDumper.ignore_tables << 'article_embeddings'
diff --git a/config/locales/am.yml b/config/locales/am.yml
index 582d8f4b2..c296749f9 100644
--- a/config/locales/am.yml
+++ b/config/locales/am.yml
@@ -63,6 +63,9 @@ am:
         name: should not start or end with symbols, and it should not have < > / \ @ characters.
     custom_filters:
       number_of_records: Limit reached. The maximum number of allowed custom filters for a user per account is 50.
+      invalid_attribute: Invalid attribute key - [%{key}]. The key should be one of [%{allowed_keys}] or a custom attribute defined in the account.
+      invalid_operator: Invalid operator. The allowed operators for %{attribute_name} are [%{allowed_keys}].
+      invalid_value: Invalid value. The values provided for %{attribute_name} are invalid
   reports:
     period: Reporting period %{since} to %{until}
     utc_warning: The report generated is in UTC timezone
@@ -89,6 +92,15 @@ am:
       avg_resolution_time: Avg resolution time
     conversation_traffic_csv:
       timezone: Timezone
+    sla_csv:
+      conversation_id: Conversation ID
+      sla_policy_breached: SLA Policy
+      assignee: Assignee
+      team: Team
+      inbox: Inbox
+      labels: Labels
+      conversation_link: Link to the Conversation
+      breached_events: Breached Events
     default_group_by: day
     csat:
       headers:
@@ -106,6 +118,9 @@ am:
       conversation_assignment: "A conversation (#%{display_id}) has been assigned to you"
       assigned_conversation_new_message: "A new message is created in conversation (#%{display_id})"
       conversation_mention: "You have been mentioned in conversation (#%{display_id})"
+      sla_missed_first_response: "SLA target first response missed for conversation (#%{display_id})"
+      sla_missed_next_response: "SLA target next response missed for conversation (#%{display_id})"
+      sla_missed_resolution: "SLA target resolution missed for conversation (#%{display_id})"
     attachment: "Attachment"
     no_content: "No content"
   conversations:
@@ -139,6 +154,9 @@ am:
       labels:
         added: "%{user_name} added %{labels}"
         removed: "%{user_name} removed %{labels}"
+      sla:
+        added: "%{user_name} added SLA policy %{sla_name}"
+        removed: "%{user_name} removed SLA policy %{sla_name}"
       muted: "%{user_name} has muted the conversation"
       unmuted: "%{user_name} has unmuted the conversation"
     templates:
diff --git a/config/locales/ar.yml b/config/locales/ar.yml
index e0f4d1a68..9ccc202ba 100644
--- a/config/locales/ar.yml
+++ b/config/locales/ar.yml
@@ -63,6 +63,9 @@ ar:
         name: لا ينبغي أن تبدأ أو تنتهي بالرموز، ولا ينبغي أن يكون أقل من > / \ أحرف @ .
     custom_filters:
       number_of_records: Limit reached. The maximum number of allowed custom filters for a user per account is 50.
+      invalid_attribute: Invalid attribute key - [%{key}]. The key should be one of [%{allowed_keys}] or a custom attribute defined in the account.
+      invalid_operator: Invalid operator. The allowed operators for %{attribute_name} are [%{allowed_keys}].
+      invalid_value: Invalid value. The values provided for %{attribute_name} are invalid
   reports:
     period: فترة التبليغ %{since} إلى %{until}
     utc_warning: The report generated is in UTC timezone
@@ -89,6 +92,15 @@ ar:
       avg_resolution_time: Avg resolution time
     conversation_traffic_csv:
       timezone: Timezone
+    sla_csv:
+      conversation_id: Conversation ID
+      sla_policy_breached: SLA Policy
+      assignee: Assignee
+      team: الفريق
+      inbox: صندوق الوارد
+      labels: الوسوم
+      conversation_link: Link to the Conversation
+      breached_events: Breached Events
     default_group_by: اليوم
     csat:
       headers:
@@ -106,6 +118,9 @@ ar:
       conversation_assignment: "A conversation (#%{display_id}) has been assigned to you"
       assigned_conversation_new_message: "A new message is created in conversation (#%{display_id})"
       conversation_mention: "You have been mentioned in conversation (#%{display_id})"
+      sla_missed_first_response: "SLA target first response missed for conversation (#%{display_id})"
+      sla_missed_next_response: "SLA target next response missed for conversation (#%{display_id})"
+      sla_missed_resolution: "SLA target resolution missed for conversation (#%{display_id})"
     attachment: "Attachment"
     no_content: "No content"
   conversations:
@@ -139,6 +154,9 @@ ar:
       labels:
         added: "%{user_name} أضاف %{labels}"
         removed: "%{user_name} أزال %{labels}"
+      sla:
+        added: "%{user_name} added SLA policy %{sla_name}"
+        removed: "%{user_name} removed SLA policy %{sla_name}"
       muted: "%{user_name} كتم صوت المحادثة"
       unmuted: "%{user_name} قام بإلغاء كتم المحادثة"
     templates:
diff --git a/config/locales/bg.yml b/config/locales/bg.yml
index 01f11125e..8f9dea64a 100644
--- a/config/locales/bg.yml
+++ b/config/locales/bg.yml
@@ -63,6 +63,9 @@ bg:
         name: should not start or end with symbols, and it should not have < > / \ @ characters.
     custom_filters:
       number_of_records: Limit reached. The maximum number of allowed custom filters for a user per account is 50.
+      invalid_attribute: Invalid attribute key - [%{key}]. The key should be one of [%{allowed_keys}] or a custom attribute defined in the account.
+      invalid_operator: Invalid operator. The allowed operators for %{attribute_name} are [%{allowed_keys}].
+      invalid_value: Invalid value. The values provided for %{attribute_name} are invalid
   reports:
     period: Reporting period %{since} to %{until}
     utc_warning: The report generated is in UTC timezone
@@ -89,6 +92,15 @@ bg:
       avg_resolution_time: Avg resolution time
     conversation_traffic_csv:
       timezone: Timezone
+    sla_csv:
+      conversation_id: Conversation ID
+      sla_policy_breached: SLA Policy
+      assignee: Assignee
+      team: Team
+      inbox: Входяща кутия
+      labels: Етикети
+      conversation_link: Link to the Conversation
+      breached_events: Breached Events
     default_group_by: day
     csat:
       headers:
@@ -106,6 +118,9 @@ bg:
       conversation_assignment: "A conversation (#%{display_id}) has been assigned to you"
       assigned_conversation_new_message: "A new message is created in conversation (#%{display_id})"
       conversation_mention: "You have been mentioned in conversation (#%{display_id})"
+      sla_missed_first_response: "SLA target first response missed for conversation (#%{display_id})"
+      sla_missed_next_response: "SLA target next response missed for conversation (#%{display_id})"
+      sla_missed_resolution: "SLA target resolution missed for conversation (#%{display_id})"
     attachment: "Attachment"
     no_content: "No content"
   conversations:
@@ -139,6 +154,9 @@ bg:
       labels:
         added: "%{user_name} added %{labels}"
         removed: "%{user_name} removed %{labels}"
+      sla:
+        added: "%{user_name} added SLA policy %{sla_name}"
+        removed: "%{user_name} removed SLA policy %{sla_name}"
       muted: "%{user_name} has muted the conversation"
       unmuted: "%{user_name} has unmuted the conversation"
     templates:
diff --git a/config/locales/ca.yml b/config/locales/ca.yml
index f2725983b..877ddb29d 100644
--- a/config/locales/ca.yml
+++ b/config/locales/ca.yml
@@ -63,6 +63,9 @@ ca:
         name: should not start or end with symbols, and it should not have < > / \ @ characters.
     custom_filters:
       number_of_records: Limit reached. The maximum number of allowed custom filters for a user per account is 50.
+      invalid_attribute: Invalid attribute key - [%{key}]. The key should be one of [%{allowed_keys}] or a custom attribute defined in the account.
+      invalid_operator: Invalid operator. The allowed operators for %{attribute_name} are [%{allowed_keys}].
+      invalid_value: Invalid value. The values provided for %{attribute_name} are invalid
   reports:
     period: Període d'informes %{since} a %{until}
     utc_warning: The report generated is in UTC timezone
@@ -89,6 +92,15 @@ ca:
       avg_resolution_time: Avg resolution time
     conversation_traffic_csv:
       timezone: Timezone
+    sla_csv:
+      conversation_id: Conversation ID
+      sla_policy_breached: SLA Policy
+      assignee: Assignee
+      team: Team
+      inbox: Inbox
+      labels: Etiquetes
+      conversation_link: Link to the Conversation
+      breached_events: Breached Events
     default_group_by: day
     csat:
       headers:
@@ -106,6 +118,9 @@ ca:
       conversation_assignment: "A conversation (#%{display_id}) has been assigned to you"
       assigned_conversation_new_message: "A new message is created in conversation (#%{display_id})"
       conversation_mention: "You have been mentioned in conversation (#%{display_id})"
+      sla_missed_first_response: "SLA target first response missed for conversation (#%{display_id})"
+      sla_missed_next_response: "SLA target next response missed for conversation (#%{display_id})"
+      sla_missed_resolution: "SLA target resolution missed for conversation (#%{display_id})"
     attachment: "Attachment"
     no_content: "No content"
   conversations:
@@ -139,6 +154,9 @@ ca:
       labels:
         added: "%{user_name} ha afegit %{labels}"
         removed: "%{user_name} ha eliminat %{labels}"
+      sla:
+        added: "%{user_name} added SLA policy %{sla_name}"
+        removed: "%{user_name} removed SLA policy %{sla_name}"
       muted: "%{user_name} ha silenciat la conversa"
       unmuted: "%{user_name} ha desactivat el silenci de la conversa"
     templates:
diff --git a/config/locales/cs.yml b/config/locales/cs.yml
index fe06057b6..36ad62fba 100644
--- a/config/locales/cs.yml
+++ b/config/locales/cs.yml
@@ -63,6 +63,9 @@ cs:
         name: should not start or end with symbols, and it should not have < > / \ @ characters.
     custom_filters:
       number_of_records: Limit reached. The maximum number of allowed custom filters for a user per account is 50.
+      invalid_attribute: Invalid attribute key - [%{key}]. The key should be one of [%{allowed_keys}] or a custom attribute defined in the account.
+      invalid_operator: Invalid operator. The allowed operators for %{attribute_name} are [%{allowed_keys}].
+      invalid_value: Invalid value. The values provided for %{attribute_name} are invalid
   reports:
     period: Reporting period %{since} to %{until}
     utc_warning: The report generated is in UTC timezone
@@ -89,6 +92,15 @@ cs:
       avg_resolution_time: Avg resolution time
     conversation_traffic_csv:
       timezone: Timezone
+    sla_csv:
+      conversation_id: Conversation ID
+      sla_policy_breached: SLA Policy
+      assignee: Assignee
+      team: Team
+      inbox: Inbox
+      labels: Štítky
+      conversation_link: Link to the Conversation
+      breached_events: Breached Events
     default_group_by: day
     csat:
       headers:
@@ -106,6 +118,9 @@ cs:
       conversation_assignment: "A conversation (#%{display_id}) has been assigned to you"
       assigned_conversation_new_message: "A new message is created in conversation (#%{display_id})"
       conversation_mention: "You have been mentioned in conversation (#%{display_id})"
+      sla_missed_first_response: "SLA target first response missed for conversation (#%{display_id})"
+      sla_missed_next_response: "SLA target next response missed for conversation (#%{display_id})"
+      sla_missed_resolution: "SLA target resolution missed for conversation (#%{display_id})"
     attachment: "Attachment"
     no_content: "No content"
   conversations:
@@ -139,6 +154,9 @@ cs:
       labels:
         added: "%{user_name} odstranil/a %{labels}"
         removed: "%{user_name} odebral/a %{labels}"
+      sla:
+        added: "%{user_name} added SLA policy %{sla_name}"
+        removed: "%{user_name} removed SLA policy %{sla_name}"
       muted: "%{user_name} ztlumil/a konverzaci"
       unmuted: "%{user_name} has unmuted the conversation"
     templates:
diff --git a/config/locales/da.yml b/config/locales/da.yml
index d31828dbf..2ca73679c 100644
--- a/config/locales/da.yml
+++ b/config/locales/da.yml
@@ -63,6 +63,9 @@ da:
         name: bør ikke starte eller slutte med symboler, og det skal ikke have < > / \ @ tegn.
     custom_filters:
       number_of_records: Limit reached. The maximum number of allowed custom filters for a user per account is 50.
+      invalid_attribute: Invalid attribute key - [%{key}]. The key should be one of [%{allowed_keys}] or a custom attribute defined in the account.
+      invalid_operator: Invalid operator. The allowed operators for %{attribute_name} are [%{allowed_keys}].
+      invalid_value: Invalid value. The values provided for %{attribute_name} are invalid
   reports:
     period: Rapporteringsperiode %{since} til %{until}
     utc_warning: The report generated is in UTC timezone
@@ -89,6 +92,15 @@ da:
       avg_resolution_time: Avg resolution time
     conversation_traffic_csv:
       timezone: Timezone
+    sla_csv:
+      conversation_id: Conversation ID
+      sla_policy_breached: SLA Policy
+      assignee: Assignee
+      team: Team
+      inbox: Indbakke
+      labels: Etiketter
+      conversation_link: Link to the Conversation
+      breached_events: Breached Events
     default_group_by: dag
     csat:
       headers:
@@ -106,6 +118,9 @@ da:
       conversation_assignment: "A conversation (#%{display_id}) has been assigned to you"
       assigned_conversation_new_message: "A new message is created in conversation (#%{display_id})"
       conversation_mention: "You have been mentioned in conversation (#%{display_id})"
+      sla_missed_first_response: "SLA target first response missed for conversation (#%{display_id})"
+      sla_missed_next_response: "SLA target next response missed for conversation (#%{display_id})"
+      sla_missed_resolution: "SLA target resolution missed for conversation (#%{display_id})"
     attachment: "Attachment"
     no_content: "No content"
   conversations:
@@ -139,6 +154,9 @@ da:
       labels:
         added: "%{user_name} tilføjede %{labels}"
         removed: "%{user_name} fjernede %{labels}"
+      sla:
+        added: "%{user_name} added SLA policy %{sla_name}"
+        removed: "%{user_name} removed SLA policy %{sla_name}"
       muted: "%{user_name} har slukket for samtalen"
       unmuted: "%{user_name} har genaktiveret samtalen"
     templates:
diff --git a/config/locales/de.yml b/config/locales/de.yml
index 3b2a90202..7b8140580 100644
--- a/config/locales/de.yml
+++ b/config/locales/de.yml
@@ -63,6 +63,9 @@ de:
         name: Sollte nicht mit Symbolen beginnen oder enden, und es sollte keine < > / \ @ Zeichen enthalten.
     custom_filters:
       number_of_records: Limit erreicht. Die maximale Anzahl an benutzerdefinierten Filtern pro Benutzerkonto beträgt 50.
+      invalid_attribute: Invalid attribute key - [%{key}]. The key should be one of [%{allowed_keys}] or a custom attribute defined in the account.
+      invalid_operator: Invalid operator. The allowed operators for %{attribute_name} are [%{allowed_keys}].
+      invalid_value: Invalid value. The values provided for %{attribute_name} are invalid
   reports:
     period: Berichtszeitraum von %{since} bis %{until}
     utc_warning: Der generierte Bericht ist in UTC-Zeitzone
@@ -89,6 +92,15 @@ de:
       avg_resolution_time: Avg resolution time
     conversation_traffic_csv:
       timezone: Zeitzone
+    sla_csv:
+      conversation_id: Conversation ID
+      sla_policy_breached: SLA Policy
+      assignee: Assignee
+      team: Team
+      inbox: Posteingang
+      labels: Labels
+      conversation_link: Link to the Conversation
+      breached_events: Breached Events
     default_group_by: Tag
     csat:
       headers:
@@ -106,6 +118,9 @@ de:
       conversation_assignment: "A conversation (#%{display_id}) has been assigned to you"
       assigned_conversation_new_message: "A new message is created in conversation (#%{display_id})"
       conversation_mention: "You have been mentioned in conversation (#%{display_id})"
+      sla_missed_first_response: "SLA target first response missed for conversation (#%{display_id})"
+      sla_missed_next_response: "SLA target next response missed for conversation (#%{display_id})"
+      sla_missed_resolution: "SLA target resolution missed for conversation (#%{display_id})"
     attachment: "Attachment"
     no_content: "No content"
   conversations:
@@ -139,6 +154,9 @@ de:
       labels:
         added: "%{user_name} hat %{labels} hinzugefügt"
         removed: "%{user_name} hat %{labels} entfernt"
+      sla:
+        added: "%{user_name} added SLA policy %{sla_name}"
+        removed: "%{user_name} removed SLA policy %{sla_name}"
       muted: "%{user_name} hat das Gespräch stumm geschaltet"
       unmuted: "%{user_name} hat das Gespräch laut gestellt"
     templates:
diff --git a/config/locales/el.yml b/config/locales/el.yml
index 4bbc3025d..5bb5db9ef 100644
--- a/config/locales/el.yml
+++ b/config/locales/el.yml
@@ -63,6 +63,9 @@ el:
         name: δεν πρέπει να ξεκινά ή να τελειώνει με σύμβολα, και δεν πρέπει να περιέχει τους χαρακτήρες < > / \ @
     custom_filters:
       number_of_records: Limit reached. The maximum number of allowed custom filters for a user per account is 50.
+      invalid_attribute: Invalid attribute key - [%{key}]. The key should be one of [%{allowed_keys}] or a custom attribute defined in the account.
+      invalid_operator: Invalid operator. The allowed operators for %{attribute_name} are [%{allowed_keys}].
+      invalid_value: Invalid value. The values provided for %{attribute_name} are invalid
   reports:
     period: Περίοδος αναφοράς %{since} έως %{until}
     utc_warning: The report generated is in UTC timezone
@@ -89,6 +92,15 @@ el:
       avg_resolution_time: Avg resolution time
     conversation_traffic_csv:
       timezone: Timezone
+    sla_csv:
+      conversation_id: Conversation ID
+      sla_policy_breached: SLA Policy
+      assignee: Assignee
+      team: Ομάδα
+      inbox: Εισερχόμενα
+      labels: Ετικέτες
+      conversation_link: Link to the Conversation
+      breached_events: Breached Events
     default_group_by: ημέρα
     csat:
       headers:
@@ -106,6 +118,9 @@ el:
       conversation_assignment: "A conversation (#%{display_id}) has been assigned to you"
       assigned_conversation_new_message: "A new message is created in conversation (#%{display_id})"
       conversation_mention: "You have been mentioned in conversation (#%{display_id})"
+      sla_missed_first_response: "SLA target first response missed for conversation (#%{display_id})"
+      sla_missed_next_response: "SLA target next response missed for conversation (#%{display_id})"
+      sla_missed_resolution: "SLA target resolution missed for conversation (#%{display_id})"
     attachment: "Attachment"
     no_content: "No content"
   conversations:
@@ -139,6 +154,9 @@ el:
       labels:
         added: "Ο %{user_name} πρόσθεσε ετικέτες %{labels}"
         removed: "Ο %{user_name} αφαίρεσε τις ετικέτες %{labels}"
+      sla:
+        added: "%{user_name} added SLA policy %{sla_name}"
+        removed: "%{user_name} removed SLA policy %{sla_name}"
       muted: "Ο χρήστης %{user_name} σίγασε την συνομιλία"
       unmuted: "Ο χρήστης %{user_name} επανάφερε από την σίγαση την συνομιλία"
     templates:
diff --git a/config/locales/en.yml b/config/locales/en.yml
index c19499fa5..92c56574d 100644
--- a/config/locales/en.yml
+++ b/config/locales/en.yml
@@ -77,7 +77,9 @@ en:
         name: should not start or end with symbols, and it should not have < > / \ @ characters.
     custom_filters:
       number_of_records: Limit reached. The maximum number of allowed custom filters for a user per account is 50.
-
+      invalid_attribute: Invalid attribute key - [%{key}]. The key should be one of [%{allowed_keys}] or a custom attribute defined in the account.
+      invalid_operator: Invalid operator. The allowed operators for %{attribute_name} are [%{allowed_keys}].
+      invalid_value: Invalid value. The values provided for %{attribute_name} are invalid
   reports:
     period: Reporting period %{since} to %{until}
     utc_warning: The report generated is in UTC timezone
@@ -104,6 +106,15 @@ en:
       avg_resolution_time: Avg resolution time
     conversation_traffic_csv:
       timezone: Timezone
+    sla_csv:
+      conversation_id: Conversation ID
+      sla_policy_breached: SLA Policy
+      assignee: Assignee
+      team: Team
+      inbox: Inbox
+      labels: Labels
+      conversation_link: Link to the Conversation
+      breached_events: Breached Events
     default_group_by: day
     csat:
       headers:
diff --git a/config/locales/es.yml b/config/locales/es.yml
index d42fb12dc..2ec08fb1d 100644
--- a/config/locales/es.yml
+++ b/config/locales/es.yml
@@ -63,6 +63,9 @@ es:
         name: no debe comenzar ni terminar con símbolos, y no debe tener caracteres < > / \ @.
     custom_filters:
       number_of_records: Límite alcanzado. El número máximo de filtros personalizados permitidos para un usuario por cuenta es de 50.
+      invalid_attribute: Clave de atributo no válida - [%{key}]. La clave debe ser una de [%{allowed_keys}] o un atributo personalizado definido en la cuenta.
+      invalid_operator: Operador no válido. Los operadores permitidos para %{attribute_name} son [%{allowed_keys}].
+      invalid_value: Valor no válido. Los valores proporcionados para %{attribute_name} no son válidos
   reports:
     period: Reportando el periodo desde %{since} hasta %{until}
     utc_warning: El informe generado está en zona horaria UTC
@@ -89,6 +92,15 @@ es:
       avg_resolution_time: Tiempo promedio de resolución
     conversation_traffic_csv:
       timezone: Timezone
+    sla_csv:
+      conversation_id: ID de conversación
+      sla_policy_breached: Política de SLA
+      assignee: Cesionario
+      team: Equipo
+      inbox: Bandeja de entrada
+      labels: Etiquetas
+      conversation_link: Enlace a la conversación
+      breached_events: Eventos violados
     default_group_by: día
     csat:
       headers:
@@ -102,12 +114,15 @@ es:
         recorded_at: Fecha registrada
   notifications:
     notification_title:
-      conversation_creation: "A conversation (#%{display_id}) has been created in %{inbox_name}"
-      conversation_assignment: "A conversation (#%{display_id}) has been assigned to you"
-      assigned_conversation_new_message: "A new message is created in conversation (#%{display_id})"
-      conversation_mention: "You have been mentioned in conversation (#%{display_id})"
-    attachment: "Attachment"
-    no_content: "No content"
+      conversation_creation: "Una conversación (#%{display_id}) ha sido creada en %{inbox_name}"
+      conversation_assignment: "Una conversación (#%{display_id}) te ha sido asignada"
+      assigned_conversation_new_message: "Un nuevo mensaje fue creado en la conversación (#%{display_id})"
+      conversation_mention: "Has sido mencionado en la conversación (#%{display_id})"
+      sla_missed_first_response: "Primera respuesta al objetivo de SLA perdida para la conversación (#%{display_id})"
+      sla_missed_next_response: "Falta la siguiente respuesta del SLA para la conversación (#%{display_id})"
+      sla_missed_resolution: "Falta la siguiente respuesta del SLA para la conversación (#%{display_id})"
+    attachment: "Adjunto"
+    no_content: "Sin contenido"
   conversations:
     messages:
       instagram_story_content: "%{story_sender} te mencionó en la historia: "
@@ -139,6 +154,9 @@ es:
       labels:
         added: "%{user_name} agregó %{labels}"
         removed: "%{user_name} eliminó a %{labels}"
+      sla:
+        added: "%{user_name} agregó la política de SLA %{sla_name}"
+        removed: "%{user_name} eliminó la política de SLA %{sla_name}"
       muted: "%{user_name} ha silenciado la conversación"
       unmuted: "%{user_name} ha anulado el silenciado de la conversación"
     templates:
@@ -234,13 +252,13 @@ es:
   time_units:
     days:
       one: "%{count} día"
-      other: "%{count} days"
+      other: "%{count} días"
     hours:
       one: "%{count} hora"
-      other: "%{count} hours"
+      other: "%{count} horas"
     minutes:
       one: "%{count} minuto"
-      other: "%{count} minutes"
+      other: "%{count} minutos"
     seconds:
       one: "%{count} segundo"
-      other: "%{count} seconds"
+      other: "%{count} segundos"
diff --git a/config/locales/fa.yml b/config/locales/fa.yml
index 74cf650f9..decf5f124 100644
--- a/config/locales/fa.yml
+++ b/config/locales/fa.yml
@@ -63,6 +63,9 @@ fa:
         name: نباید با نمادها شروع یا ختم شود و نباید دارای کاراکترهای < > / \ @ باشد.
     custom_filters:
       number_of_records: سررسید محدودیت. حداکثر تعداد قابل قبول فیلترها برای یک کاربر در هر اکانت 50 می باشند.
+      invalid_attribute: Invalid attribute key - [%{key}]. The key should be one of [%{allowed_keys}] or a custom attribute defined in the account.
+      invalid_operator: Invalid operator. The allowed operators for %{attribute_name} are [%{allowed_keys}].
+      invalid_value: Invalid value. The values provided for %{attribute_name} are invalid
   reports:
     period: زمان گزارش از %{since} تا %{until}
     utc_warning: گزارش تولید شده در منطقه زمانی UTC است
@@ -89,6 +92,15 @@ fa:
       avg_resolution_time: Avg resolution time
     conversation_traffic_csv:
       timezone: منطقه زمانی
+    sla_csv:
+      conversation_id: Conversation ID
+      sla_policy_breached: SLA Policy
+      assignee: Assignee
+      team: تیم‌
+      inbox: صندوق ورودی
+      labels: برچسب‌ها
+      conversation_link: Link to the Conversation
+      breached_events: Breached Events
     default_group_by: روز
     csat:
       headers:
@@ -106,6 +118,9 @@ fa:
       conversation_assignment: "A conversation (#%{display_id}) has been assigned to you"
       assigned_conversation_new_message: "A new message is created in conversation (#%{display_id})"
       conversation_mention: "You have been mentioned in conversation (#%{display_id})"
+      sla_missed_first_response: "SLA target first response missed for conversation (#%{display_id})"
+      sla_missed_next_response: "SLA target next response missed for conversation (#%{display_id})"
+      sla_missed_resolution: "SLA target resolution missed for conversation (#%{display_id})"
     attachment: "Attachment"
     no_content: "No content"
   conversations:
@@ -139,6 +154,9 @@ fa:
       labels:
         added: "%{user_name}، %{labels} را اضافه کرد"
         removed: "%{user_name}، %{labels} را حذف کرد"
+      sla:
+        added: "%{user_name} added SLA policy %{sla_name}"
+        removed: "%{user_name} removed SLA policy %{sla_name}"
       muted: "%{user_name} مکالمه را بی صدا کرد"
       unmuted: "%{user_name} مکالمه را از حالت بی صدا خراج کرد"
     templates:
diff --git a/config/locales/fi.yml b/config/locales/fi.yml
index 65372e53f..02d5db4c8 100644
--- a/config/locales/fi.yml
+++ b/config/locales/fi.yml
@@ -63,6 +63,9 @@ fi:
         name: should not start or end with symbols, and it should not have < > / \ @ characters.
     custom_filters:
       number_of_records: Limit reached. The maximum number of allowed custom filters for a user per account is 50.
+      invalid_attribute: Invalid attribute key - [%{key}]. The key should be one of [%{allowed_keys}] or a custom attribute defined in the account.
+      invalid_operator: Invalid operator. The allowed operators for %{attribute_name} are [%{allowed_keys}].
+      invalid_value: Invalid value. The values provided for %{attribute_name} are invalid
   reports:
     period: Raportointijakso %{since} – %{until}
     utc_warning: The report generated is in UTC timezone
@@ -89,6 +92,15 @@ fi:
       avg_resolution_time: Avg resolution time
     conversation_traffic_csv:
       timezone: Timezone
+    sla_csv:
+      conversation_id: Conversation ID
+      sla_policy_breached: SLA Policy
+      assignee: Assignee
+      team: Tiimi
+      inbox: Inbox
+      labels: Tunnisteet
+      conversation_link: Link to the Conversation
+      breached_events: Breached Events
     default_group_by: day
     csat:
       headers:
@@ -106,6 +118,9 @@ fi:
       conversation_assignment: "A conversation (#%{display_id}) has been assigned to you"
       assigned_conversation_new_message: "A new message is created in conversation (#%{display_id})"
       conversation_mention: "You have been mentioned in conversation (#%{display_id})"
+      sla_missed_first_response: "SLA target first response missed for conversation (#%{display_id})"
+      sla_missed_next_response: "SLA target next response missed for conversation (#%{display_id})"
+      sla_missed_resolution: "SLA target resolution missed for conversation (#%{display_id})"
     attachment: "Attachment"
     no_content: "No content"
   conversations:
@@ -139,6 +154,9 @@ fi:
       labels:
         added: "%{user_name} lisäsi tunnisteet %{labels}"
         removed: "%{user_name} poisti tunnisteet %{labels}"
+      sla:
+        added: "%{user_name} added SLA policy %{sla_name}"
+        removed: "%{user_name} removed SLA policy %{sla_name}"
       muted: "%{user_name} mykisti keskustelun"
       unmuted: "%{user_name} poisti keskustelun mykistyksen"
     templates:
diff --git a/config/locales/fr.yml b/config/locales/fr.yml
index 2b7ed027a..58109ba19 100644
--- a/config/locales/fr.yml
+++ b/config/locales/fr.yml
@@ -63,6 +63,9 @@ fr:
         name: 'ne doit pas commencer ou se terminer par des symboles, et ne doit pas comporter les caractères suivants : "< > / \ @".'
     custom_filters:
       number_of_records: Limite atteinte. Le nombre maximum de filtres personnalisés autorisés pour un utilisateur par compte est de 50.
+      invalid_attribute: Invalid attribute key - [%{key}]. The key should be one of [%{allowed_keys}] or a custom attribute defined in the account.
+      invalid_operator: Invalid operator. The allowed operators for %{attribute_name} are [%{allowed_keys}].
+      invalid_value: Invalid value. The values provided for %{attribute_name} are invalid
   reports:
     period: Période de rapport %{since} à %{until}
     utc_warning: Le rapport généré est dans le fuseau horaire UTC
@@ -89,6 +92,15 @@ fr:
       avg_resolution_time: Temps nécessaire pour résoudre une demande (en moyenne)
     conversation_traffic_csv:
       timezone: Fuseau horaire
+    sla_csv:
+      conversation_id: Conversation ID
+      sla_policy_breached: SLA Policy
+      assignee: Assignee
+      team: Équipes
+      inbox: Boîte de réception
+      labels: Étiquettes
+      conversation_link: Link to the Conversation
+      breached_events: Breached Events
     default_group_by: jour
     csat:
       headers:
@@ -106,6 +118,9 @@ fr:
       conversation_assignment: "A conversation (#%{display_id}) has been assigned to you"
       assigned_conversation_new_message: "A new message is created in conversation (#%{display_id})"
       conversation_mention: "You have been mentioned in conversation (#%{display_id})"
+      sla_missed_first_response: "SLA target first response missed for conversation (#%{display_id})"
+      sla_missed_next_response: "SLA target next response missed for conversation (#%{display_id})"
+      sla_missed_resolution: "SLA target resolution missed for conversation (#%{display_id})"
     attachment: "Attachment"
     no_content: "No content"
   conversations:
@@ -139,6 +154,9 @@ fr:
       labels:
         added: "%{user_name} a ajouté %{labels}"
         removed: "%{user_name} a supprimé %{labels}"
+      sla:
+        added: "%{user_name} added SLA policy %{sla_name}"
+        removed: "%{user_name} removed SLA policy %{sla_name}"
       muted: "%{user_name} a mis la conversation en sourdine"
       unmuted: "%{user_name} a rétabli le son de la conversation"
     templates:
diff --git a/config/locales/he.yml b/config/locales/he.yml
index 40d9dae71..dc9bab6ae 100644
--- a/config/locales/he.yml
+++ b/config/locales/he.yml
@@ -63,6 +63,9 @@ he:
         name: should not start or end with symbols, and it should not have < > / \ @ characters.
     custom_filters:
       number_of_records: Limit reached. The maximum number of allowed custom filters for a user per account is 50.
+      invalid_attribute: Invalid attribute key - [%{key}]. The key should be one of [%{allowed_keys}] or a custom attribute defined in the account.
+      invalid_operator: Invalid operator. The allowed operators for %{attribute_name} are [%{allowed_keys}].
+      invalid_value: Invalid value. The values provided for %{attribute_name} are invalid
   reports:
     period: Reporting period %{since} to %{until}
     utc_warning: The report generated is in UTC timezone
@@ -89,6 +92,15 @@ he:
       avg_resolution_time: Avg resolution time
     conversation_traffic_csv:
       timezone: Timezone
+    sla_csv:
+      conversation_id: Conversation ID
+      sla_policy_breached: SLA Policy
+      assignee: Assignee
+      team: צוות
+      inbox: תיבת הדואר הנכנס
+      labels: תוויות
+      conversation_link: Link to the Conversation
+      breached_events: Breached Events
     default_group_by: day
     csat:
       headers:
@@ -106,6 +118,9 @@ he:
       conversation_assignment: "A conversation (#%{display_id}) has been assigned to you"
       assigned_conversation_new_message: "A new message is created in conversation (#%{display_id})"
       conversation_mention: "You have been mentioned in conversation (#%{display_id})"
+      sla_missed_first_response: "SLA target first response missed for conversation (#%{display_id})"
+      sla_missed_next_response: "SLA target next response missed for conversation (#%{display_id})"
+      sla_missed_resolution: "SLA target resolution missed for conversation (#%{display_id})"
     attachment: "Attachment"
     no_content: "No content"
   conversations:
@@ -139,6 +154,9 @@ he:
       labels:
         added: "%{user_name} added %{labels}"
         removed: "%{user_name} removed %{labels}"
+      sla:
+        added: "%{user_name} added SLA policy %{sla_name}"
+        removed: "%{user_name} removed SLA policy %{sla_name}"
       muted: "%{user_name} has muted the conversation"
       unmuted: "%{user_name} has unmuted the conversation"
     templates:
diff --git a/config/locales/hi.yml b/config/locales/hi.yml
index 885658d23..d4dfae643 100644
--- a/config/locales/hi.yml
+++ b/config/locales/hi.yml
@@ -63,6 +63,9 @@ hi:
         name: should not start or end with symbols, and it should not have < > / \ @ characters.
     custom_filters:
       number_of_records: Limit reached. The maximum number of allowed custom filters for a user per account is 50.
+      invalid_attribute: Invalid attribute key - [%{key}]. The key should be one of [%{allowed_keys}] or a custom attribute defined in the account.
+      invalid_operator: Invalid operator. The allowed operators for %{attribute_name} are [%{allowed_keys}].
+      invalid_value: Invalid value. The values provided for %{attribute_name} are invalid
   reports:
     period: Reporting period %{since} to %{until}
     utc_warning: The report generated is in UTC timezone
@@ -89,6 +92,15 @@ hi:
       avg_resolution_time: Avg resolution time
     conversation_traffic_csv:
       timezone: Timezone
+    sla_csv:
+      conversation_id: Conversation ID
+      sla_policy_breached: SLA Policy
+      assignee: Assignee
+      team: Team
+      inbox: Inbox
+      labels: Labels
+      conversation_link: Link to the Conversation
+      breached_events: Breached Events
     default_group_by: day
     csat:
       headers:
@@ -106,6 +118,9 @@ hi:
       conversation_assignment: "A conversation (#%{display_id}) has been assigned to you"
       assigned_conversation_new_message: "A new message is created in conversation (#%{display_id})"
       conversation_mention: "You have been mentioned in conversation (#%{display_id})"
+      sla_missed_first_response: "SLA target first response missed for conversation (#%{display_id})"
+      sla_missed_next_response: "SLA target next response missed for conversation (#%{display_id})"
+      sla_missed_resolution: "SLA target resolution missed for conversation (#%{display_id})"
     attachment: "Attachment"
     no_content: "No content"
   conversations:
@@ -139,6 +154,9 @@ hi:
       labels:
         added: "%{user_name} added %{labels}"
         removed: "%{user_name} removed %{labels}"
+      sla:
+        added: "%{user_name} added SLA policy %{sla_name}"
+        removed: "%{user_name} removed SLA policy %{sla_name}"
       muted: "%{user_name} has muted the conversation"
       unmuted: "%{user_name} has unmuted the conversation"
     templates:
diff --git a/config/locales/hr.yml b/config/locales/hr.yml
index 8bc657b7d..20c340da1 100644
--- a/config/locales/hr.yml
+++ b/config/locales/hr.yml
@@ -63,6 +63,9 @@ hr:
         name: should not start or end with symbols, and it should not have < > / \ @ characters.
     custom_filters:
       number_of_records: Limit reached. The maximum number of allowed custom filters for a user per account is 50.
+      invalid_attribute: Invalid attribute key - [%{key}]. The key should be one of [%{allowed_keys}] or a custom attribute defined in the account.
+      invalid_operator: Invalid operator. The allowed operators for %{attribute_name} are [%{allowed_keys}].
+      invalid_value: Invalid value. The values provided for %{attribute_name} are invalid
   reports:
     period: Reporting period %{since} to %{until}
     utc_warning: The report generated is in UTC timezone
@@ -89,6 +92,15 @@ hr:
       avg_resolution_time: Avg resolution time
     conversation_traffic_csv:
       timezone: Timezone
+    sla_csv:
+      conversation_id: Conversation ID
+      sla_policy_breached: SLA Policy
+      assignee: Assignee
+      team: Team
+      inbox: Inbox
+      labels: Labels
+      conversation_link: Link to the Conversation
+      breached_events: Breached Events
     default_group_by: day
     csat:
       headers:
@@ -106,6 +118,9 @@ hr:
       conversation_assignment: "A conversation (#%{display_id}) has been assigned to you"
       assigned_conversation_new_message: "A new message is created in conversation (#%{display_id})"
       conversation_mention: "You have been mentioned in conversation (#%{display_id})"
+      sla_missed_first_response: "SLA target first response missed for conversation (#%{display_id})"
+      sla_missed_next_response: "SLA target next response missed for conversation (#%{display_id})"
+      sla_missed_resolution: "SLA target resolution missed for conversation (#%{display_id})"
     attachment: "Attachment"
     no_content: "No content"
   conversations:
@@ -139,6 +154,9 @@ hr:
       labels:
         added: "%{user_name} added %{labels}"
         removed: "%{user_name} removed %{labels}"
+      sla:
+        added: "%{user_name} added SLA policy %{sla_name}"
+        removed: "%{user_name} removed SLA policy %{sla_name}"
       muted: "%{user_name} has muted the conversation"
       unmuted: "%{user_name} has unmuted the conversation"
     templates:
diff --git a/config/locales/hu.yml b/config/locales/hu.yml
index 3136f35cb..b185475d8 100644
--- a/config/locales/hu.yml
+++ b/config/locales/hu.yml
@@ -63,6 +63,9 @@ hu:
         name: nem kezdődhet vagy végződhet szimbólummal, és nem tartalmazhat < > / \ @ karaktereket.
     custom_filters:
       number_of_records: Limit túllépve. Maximum 50 speciális szűrőt használhat egy fiók.
+      invalid_attribute: Invalid attribute key - [%{key}]. The key should be one of [%{allowed_keys}] or a custom attribute defined in the account.
+      invalid_operator: Invalid operator. The allowed operators for %{attribute_name} are [%{allowed_keys}].
+      invalid_value: Invalid value. The values provided for %{attribute_name} are invalid
   reports:
     period: Jelentési időszak %{since}-tól %{until}-ig
     utc_warning: A generált riport UTC időzónát használ
@@ -89,6 +92,15 @@ hu:
       avg_resolution_time: Avg resolution time
     conversation_traffic_csv:
       timezone: Időzóna
+    sla_csv:
+      conversation_id: Beszélgetés azonosítója
+      sla_policy_breached: SLA Policy
+      assignee: Assignee
+      team: Csapat
+      inbox: Fiók
+      labels: Cimkék
+      conversation_link: Link to the Conversation
+      breached_events: Breached Events
     default_group_by: nap
     csat:
       headers:
@@ -106,6 +118,9 @@ hu:
       conversation_assignment: "A conversation (#%{display_id}) has been assigned to you"
       assigned_conversation_new_message: "A new message is created in conversation (#%{display_id})"
       conversation_mention: "You have been mentioned in conversation (#%{display_id})"
+      sla_missed_first_response: "SLA target first response missed for conversation (#%{display_id})"
+      sla_missed_next_response: "SLA target next response missed for conversation (#%{display_id})"
+      sla_missed_resolution: "SLA target resolution missed for conversation (#%{display_id})"
     attachment: "Attachment"
     no_content: "No content"
   conversations:
@@ -139,6 +154,9 @@ hu:
       labels:
         added: "%{user_name} a következő cimkéket adta hozzá: %{labels}"
         removed: "%{user_name} leszedte a következő cimkéket %{labels}"
+      sla:
+        added: "%{user_name} added SLA policy %{sla_name}"
+        removed: "%{user_name} removed SLA policy %{sla_name}"
       muted: "%{user_name} elnémította a beszélgetést"
       unmuted: "%{user_name} kikapcsolta a beszélgetés elnémítását"
     templates:
diff --git a/config/locales/hy.yml b/config/locales/hy.yml
index 8fc81fbe1..c948e6a0c 100644
--- a/config/locales/hy.yml
+++ b/config/locales/hy.yml
@@ -63,6 +63,9 @@ hy:
         name: should not start or end with symbols, and it should not have < > / \ @ characters.
     custom_filters:
       number_of_records: Limit reached. The maximum number of allowed custom filters for a user per account is 50.
+      invalid_attribute: Invalid attribute key - [%{key}]. The key should be one of [%{allowed_keys}] or a custom attribute defined in the account.
+      invalid_operator: Invalid operator. The allowed operators for %{attribute_name} are [%{allowed_keys}].
+      invalid_value: Invalid value. The values provided for %{attribute_name} are invalid
   reports:
     period: Reporting period %{since} to %{until}
     utc_warning: The report generated is in UTC timezone
@@ -89,6 +92,15 @@ hy:
       avg_resolution_time: Avg resolution time
     conversation_traffic_csv:
       timezone: Timezone
+    sla_csv:
+      conversation_id: Conversation ID
+      sla_policy_breached: SLA Policy
+      assignee: Assignee
+      team: Team
+      inbox: Inbox
+      labels: Labels
+      conversation_link: Link to the Conversation
+      breached_events: Breached Events
     default_group_by: day
     csat:
       headers:
@@ -106,6 +118,9 @@ hy:
       conversation_assignment: "A conversation (#%{display_id}) has been assigned to you"
       assigned_conversation_new_message: "A new message is created in conversation (#%{display_id})"
       conversation_mention: "You have been mentioned in conversation (#%{display_id})"
+      sla_missed_first_response: "SLA target first response missed for conversation (#%{display_id})"
+      sla_missed_next_response: "SLA target next response missed for conversation (#%{display_id})"
+      sla_missed_resolution: "SLA target resolution missed for conversation (#%{display_id})"
     attachment: "Attachment"
     no_content: "No content"
   conversations:
@@ -139,6 +154,9 @@ hy:
       labels:
         added: "%{user_name} added %{labels}"
         removed: "%{user_name} removed %{labels}"
+      sla:
+        added: "%{user_name} added SLA policy %{sla_name}"
+        removed: "%{user_name} removed SLA policy %{sla_name}"
       muted: "%{user_name} has muted the conversation"
       unmuted: "%{user_name} has unmuted the conversation"
     templates:
diff --git a/config/locales/id.yml b/config/locales/id.yml
index 92c9fa186..eb1e3b7d4 100644
--- a/config/locales/id.yml
+++ b/config/locales/id.yml
@@ -63,6 +63,9 @@ id:
         name: tidak boleh dimulai atau diakhiri dengan simbol, dan tidak boleh memiliki karakter < > / \ @.
     custom_filters:
       number_of_records: Batas tercapai. Jumlah maksimum filter ubahsuaian yang diizinkan untuk satu pengguna per akun adalah 50.
+      invalid_attribute: Invalid attribute key - [%{key}]. The key should be one of [%{allowed_keys}] or a custom attribute defined in the account.
+      invalid_operator: Invalid operator. The allowed operators for %{attribute_name} are [%{allowed_keys}].
+      invalid_value: Invalid value. The values provided for %{attribute_name} are invalid
   reports:
     period: Periode pelaporan %{since} hingga %{until}
     utc_warning: Laporan yang dihasilkan berada dalam zona waktu UTC
@@ -89,6 +92,15 @@ id:
       avg_resolution_time: Avg resolution time
     conversation_traffic_csv:
       timezone: Zona Waktu
+    sla_csv:
+      conversation_id: Conversation ID
+      sla_policy_breached: SLA Policy
+      assignee: Assignee
+      team: Tim
+      inbox: Kotak masuk
+      labels: Label
+      conversation_link: Link to the Conversation
+      breached_events: Breached Events
     default_group_by: hari
     csat:
       headers:
@@ -106,6 +118,9 @@ id:
       conversation_assignment: "A conversation (#%{display_id}) has been assigned to you"
       assigned_conversation_new_message: "A new message is created in conversation (#%{display_id})"
       conversation_mention: "You have been mentioned in conversation (#%{display_id})"
+      sla_missed_first_response: "SLA target first response missed for conversation (#%{display_id})"
+      sla_missed_next_response: "SLA target next response missed for conversation (#%{display_id})"
+      sla_missed_resolution: "SLA target resolution missed for conversation (#%{display_id})"
     attachment: "Attachment"
     no_content: "No content"
   conversations:
@@ -139,6 +154,9 @@ id:
       labels:
         added: "%{user_name} menambahkan %{labels}"
         removed: "%{user_name} menghapus %{labels}"
+      sla:
+        added: "%{user_name} added SLA policy %{sla_name}"
+        removed: "%{user_name} removed SLA policy %{sla_name}"
       muted: "%{user_name} me-mute percakapan"
       unmuted: "%{user_name} telah un-mute percakapan"
     templates:
diff --git a/config/locales/is.yml b/config/locales/is.yml
index b027f57c4..25eac54a3 100644
--- a/config/locales/is.yml
+++ b/config/locales/is.yml
@@ -63,6 +63,9 @@ is:
         name: ætti ekki að byrja eða enda á táknum, og það ætti ekki að hafa < > / \ @ táknin.
     custom_filters:
       number_of_records: Limit reached. The maximum number of allowed custom filters for a user per account is 50.
+      invalid_attribute: Invalid attribute key - [%{key}]. The key should be one of [%{allowed_keys}] or a custom attribute defined in the account.
+      invalid_operator: Invalid operator. The allowed operators for %{attribute_name} are [%{allowed_keys}].
+      invalid_value: Invalid value. The values provided for %{attribute_name} are invalid
   reports:
     period: Reporting period %{since} to %{until}
     utc_warning: The report generated is in UTC timezone
@@ -89,6 +92,15 @@ is:
       avg_resolution_time: Avg resolution time
     conversation_traffic_csv:
       timezone: Timezone
+    sla_csv:
+      conversation_id: Conversation ID
+      sla_policy_breached: SLA Policy
+      assignee: Assignee
+      team: Team
+      inbox: Innhólf
+      labels: Labels
+      conversation_link: Link to the Conversation
+      breached_events: Breached Events
     default_group_by: day
     csat:
       headers:
@@ -106,6 +118,9 @@ is:
       conversation_assignment: "A conversation (#%{display_id}) has been assigned to you"
       assigned_conversation_new_message: "A new message is created in conversation (#%{display_id})"
       conversation_mention: "You have been mentioned in conversation (#%{display_id})"
+      sla_missed_first_response: "SLA target first response missed for conversation (#%{display_id})"
+      sla_missed_next_response: "SLA target next response missed for conversation (#%{display_id})"
+      sla_missed_resolution: "SLA target resolution missed for conversation (#%{display_id})"
     attachment: "Attachment"
     no_content: "No content"
   conversations:
@@ -139,6 +154,9 @@ is:
       labels:
         added: "%{user_name} added %{labels}"
         removed: "%{user_name} removed %{labels}"
+      sla:
+        added: "%{user_name} added SLA policy %{sla_name}"
+        removed: "%{user_name} removed SLA policy %{sla_name}"
       muted: "%{user_name} has muted the conversation"
       unmuted: "%{user_name} has unmuted the conversation"
     templates:
diff --git a/config/locales/it.yml b/config/locales/it.yml
index 8829d94dc..50205c6aa 100644
--- a/config/locales/it.yml
+++ b/config/locales/it.yml
@@ -63,6 +63,9 @@ it:
         name: non dovrebbe iniziare o terminare con i simboli, e non dovrebbe avere < > / \ @ caratteri.
     custom_filters:
       number_of_records: Limit reached. The maximum number of allowed custom filters for a user per account is 50.
+      invalid_attribute: Invalid attribute key - [%{key}]. The key should be one of [%{allowed_keys}] or a custom attribute defined in the account.
+      invalid_operator: Invalid operator. The allowed operators for %{attribute_name} are [%{allowed_keys}].
+      invalid_value: Invalid value. The values provided for %{attribute_name} are invalid
   reports:
     period: Periodo di segnalazione da %{since} a %{until}
     utc_warning: The report generated is in UTC timezone
@@ -89,6 +92,15 @@ it:
       avg_resolution_time: Avg resolution time
     conversation_traffic_csv:
       timezone: Timezone
+    sla_csv:
+      conversation_id: Conversation ID
+      sla_policy_breached: SLA Policy
+      assignee: Assignee
+      team: Team
+      inbox: Casella
+      labels: Etichette
+      conversation_link: Link to the Conversation
+      breached_events: Breached Events
     default_group_by: giorno
     csat:
       headers:
@@ -106,6 +118,9 @@ it:
       conversation_assignment: "A conversation (#%{display_id}) has been assigned to you"
       assigned_conversation_new_message: "A new message is created in conversation (#%{display_id})"
       conversation_mention: "You have been mentioned in conversation (#%{display_id})"
+      sla_missed_first_response: "SLA target first response missed for conversation (#%{display_id})"
+      sla_missed_next_response: "SLA target next response missed for conversation (#%{display_id})"
+      sla_missed_resolution: "SLA target resolution missed for conversation (#%{display_id})"
     attachment: "Attachment"
     no_content: "No content"
   conversations:
@@ -139,6 +154,9 @@ it:
       labels:
         added: "%{user_name} ha aggiunto %{labels}"
         removed: "%{user_name} ha rimosso %{labels}"
+      sla:
+        added: "%{user_name} added SLA policy %{sla_name}"
+        removed: "%{user_name} removed SLA policy %{sla_name}"
       muted: "%{user_name} ha silenziato la conversazione"
       unmuted: "%{user_name} ha riattivato l'audio della conversazione"
     templates:
diff --git a/config/locales/ja.yml b/config/locales/ja.yml
index c7fea4afd..6e11373cf 100644
--- a/config/locales/ja.yml
+++ b/config/locales/ja.yml
@@ -63,6 +63,9 @@ ja:
         name: should not start or end with symbols, and it should not have < > / \ @ characters.
     custom_filters:
       number_of_records: Limit reached. The maximum number of allowed custom filters for a user per account is 50.
+      invalid_attribute: Invalid attribute key - [%{key}]. The key should be one of [%{allowed_keys}] or a custom attribute defined in the account.
+      invalid_operator: Invalid operator. The allowed operators for %{attribute_name} are [%{allowed_keys}].
+      invalid_value: Invalid value. The values provided for %{attribute_name} are invalid
   reports:
     period: Reporting period %{since} to %{until}
     utc_warning: The report generated is in UTC timezone
@@ -89,6 +92,15 @@ ja:
       avg_resolution_time: Avg resolution time
     conversation_traffic_csv:
       timezone: Timezone
+    sla_csv:
+      conversation_id: Conversation ID
+      sla_policy_breached: SLA Policy
+      assignee: Assignee
+      team: Team
+      inbox: Inbox
+      labels: ラベル
+      conversation_link: Link to the Conversation
+      breached_events: Breached Events
     default_group_by: day
     csat:
       headers:
@@ -106,6 +118,9 @@ ja:
       conversation_assignment: "A conversation (#%{display_id}) has been assigned to you"
       assigned_conversation_new_message: "A new message is created in conversation (#%{display_id})"
       conversation_mention: "You have been mentioned in conversation (#%{display_id})"
+      sla_missed_first_response: "SLA target first response missed for conversation (#%{display_id})"
+      sla_missed_next_response: "SLA target next response missed for conversation (#%{display_id})"
+      sla_missed_resolution: "SLA target resolution missed for conversation (#%{display_id})"
     attachment: "Attachment"
     no_content: "No content"
   conversations:
@@ -139,6 +154,9 @@ ja:
       labels:
         added: "%{user_name} added %{labels}"
         removed: "%{user_name} removed %{labels}"
+      sla:
+        added: "%{user_name} added SLA policy %{sla_name}"
+        removed: "%{user_name} removed SLA policy %{sla_name}"
       muted: "%{user_name} has muted the conversation"
       unmuted: "%{user_name} has unmuted the conversation"
     templates:
diff --git a/config/locales/ka.yml b/config/locales/ka.yml
index b8e8729bd..a12f1e910 100644
--- a/config/locales/ka.yml
+++ b/config/locales/ka.yml
@@ -63,6 +63,9 @@ ka:
         name: should not start or end with symbols, and it should not have < > / \ @ characters.
     custom_filters:
       number_of_records: Limit reached. The maximum number of allowed custom filters for a user per account is 50.
+      invalid_attribute: Invalid attribute key - [%{key}]. The key should be one of [%{allowed_keys}] or a custom attribute defined in the account.
+      invalid_operator: Invalid operator. The allowed operators for %{attribute_name} are [%{allowed_keys}].
+      invalid_value: Invalid value. The values provided for %{attribute_name} are invalid
   reports:
     period: Reporting period %{since} to %{until}
     utc_warning: The report generated is in UTC timezone
@@ -89,6 +92,15 @@ ka:
       avg_resolution_time: Avg resolution time
     conversation_traffic_csv:
       timezone: Timezone
+    sla_csv:
+      conversation_id: Conversation ID
+      sla_policy_breached: SLA Policy
+      assignee: Assignee
+      team: Team
+      inbox: Inbox
+      labels: Labels
+      conversation_link: Link to the Conversation
+      breached_events: Breached Events
     default_group_by: day
     csat:
       headers:
@@ -106,6 +118,9 @@ ka:
       conversation_assignment: "A conversation (#%{display_id}) has been assigned to you"
       assigned_conversation_new_message: "A new message is created in conversation (#%{display_id})"
       conversation_mention: "You have been mentioned in conversation (#%{display_id})"
+      sla_missed_first_response: "SLA target first response missed for conversation (#%{display_id})"
+      sla_missed_next_response: "SLA target next response missed for conversation (#%{display_id})"
+      sla_missed_resolution: "SLA target resolution missed for conversation (#%{display_id})"
     attachment: "Attachment"
     no_content: "No content"
   conversations:
@@ -139,6 +154,9 @@ ka:
       labels:
         added: "%{user_name} added %{labels}"
         removed: "%{user_name} removed %{labels}"
+      sla:
+        added: "%{user_name} added SLA policy %{sla_name}"
+        removed: "%{user_name} removed SLA policy %{sla_name}"
       muted: "%{user_name} has muted the conversation"
       unmuted: "%{user_name} has unmuted the conversation"
     templates:
diff --git a/config/locales/ko.yml b/config/locales/ko.yml
index 11a2bf966..997f3d486 100644
--- a/config/locales/ko.yml
+++ b/config/locales/ko.yml
@@ -63,6 +63,9 @@ ko:
         name: should not start or end with symbols, and it should not have < > / \ @ characters.
     custom_filters:
       number_of_records: Limit reached. The maximum number of allowed custom filters for a user per account is 50.
+      invalid_attribute: Invalid attribute key - [%{key}]. The key should be one of [%{allowed_keys}] or a custom attribute defined in the account.
+      invalid_operator: Invalid operator. The allowed operators for %{attribute_name} are [%{allowed_keys}].
+      invalid_value: Invalid value. The values provided for %{attribute_name} are invalid
   reports:
     period: 보고 기간 %{since} - %{until}
     utc_warning: The report generated is in UTC timezone
@@ -89,6 +92,15 @@ ko:
       avg_resolution_time: Avg resolution time
     conversation_traffic_csv:
       timezone: Timezone
+    sla_csv:
+      conversation_id: Conversation ID
+      sla_policy_breached: SLA Policy
+      assignee: Assignee
+      team: Team
+      inbox: 받은 메시지함
+      labels: 라벨
+      conversation_link: Link to the Conversation
+      breached_events: Breached Events
     default_group_by: day
     csat:
       headers:
@@ -106,6 +118,9 @@ ko:
       conversation_assignment: "A conversation (#%{display_id}) has been assigned to you"
       assigned_conversation_new_message: "A new message is created in conversation (#%{display_id})"
       conversation_mention: "You have been mentioned in conversation (#%{display_id})"
+      sla_missed_first_response: "SLA target first response missed for conversation (#%{display_id})"
+      sla_missed_next_response: "SLA target next response missed for conversation (#%{display_id})"
+      sla_missed_resolution: "SLA target resolution missed for conversation (#%{display_id})"
     attachment: "Attachment"
     no_content: "No content"
   conversations:
@@ -139,6 +154,9 @@ ko:
       labels:
         added: "%{user_name} added %{labels}"
         removed: "%{user_name} removed %{labels}"
+      sla:
+        added: "%{user_name} added SLA policy %{sla_name}"
+        removed: "%{user_name} removed SLA policy %{sla_name}"
       muted: "%{user_name} has muted the conversation"
       unmuted: "%{user_name} has unmuted the conversation"
     templates:
diff --git a/config/locales/lt.yml b/config/locales/lt.yml
index 8c0a2da94..956ce9814 100644
--- a/config/locales/lt.yml
+++ b/config/locales/lt.yml
@@ -63,6 +63,9 @@ lt:
         name: neturėtų prasidėti ar baigtis simboliais ir jame neturėtų būti simbolių < > / \ @.
     custom_filters:
       number_of_records: Pasiekta riba. Didžiausias leistinas personalizuotų filtrų skaičius vienam vartotojui yra 50.
+      invalid_attribute: Invalid attribute key - [%{key}]. The key should be one of [%{allowed_keys}] or a custom attribute defined in the account.
+      invalid_operator: Invalid operator. The allowed operators for %{attribute_name} are [%{allowed_keys}].
+      invalid_value: Invalid value. The values provided for %{attribute_name} are invalid
   reports:
     period: Ataskaitinis laikotarpis nuo %{since} iki %{until}
     utc_warning: Sugeneruota ataskaita yra UTC laiko juostoje
@@ -89,6 +92,15 @@ lt:
       avg_resolution_time: Avg resolution time
     conversation_traffic_csv:
       timezone: Laiko zona
+    sla_csv:
+      conversation_id: Conversation ID
+      sla_policy_breached: SLA Policy
+      assignee: Assignee
+      team: Komanda
+      inbox: Gautų laiškų aplankas
+      labels: Etiketės
+      conversation_link: Link to the Conversation
+      breached_events: Breached Events
     default_group_by: diena
     csat:
       headers:
@@ -106,6 +118,9 @@ lt:
       conversation_assignment: "A conversation (#%{display_id}) has been assigned to you"
       assigned_conversation_new_message: "A new message is created in conversation (#%{display_id})"
       conversation_mention: "You have been mentioned in conversation (#%{display_id})"
+      sla_missed_first_response: "SLA target first response missed for conversation (#%{display_id})"
+      sla_missed_next_response: "SLA target next response missed for conversation (#%{display_id})"
+      sla_missed_resolution: "SLA target resolution missed for conversation (#%{display_id})"
     attachment: "Attachment"
     no_content: "No content"
   conversations:
@@ -139,6 +154,9 @@ lt:
       labels:
         added: "%{user_name} pridėjo %{labels}"
         removed: "%{user_name} pašalino %{labels}"
+      sla:
+        added: "%{user_name} added SLA policy %{sla_name}"
+        removed: "%{user_name} removed SLA policy %{sla_name}"
       muted: "%{user_name} nutildė pokalbį"
       unmuted: "%{user_name} įjungė pokalbio garsą"
     templates:
diff --git a/config/locales/lv.yml b/config/locales/lv.yml
index 3b9fca4f6..a7acce339 100644
--- a/config/locales/lv.yml
+++ b/config/locales/lv.yml
@@ -63,6 +63,9 @@ lv:
         name: nevajadzētu sākties vai beigties ar simboliem, un nevajadzētu saturēt <> / \ @ rakstzīmes.
     custom_filters:
       number_of_records: Sasniegts limits. Maksimālais atļauto pielāgoto filtru skaits vienam lietotājam ir 50.
+      invalid_attribute: Nederīga atribūta atslēga - [%{key}]. Atslēgai ir jābūt vienai no [%{allowed_keys}] vai pielāgotam atribūtam, kas definēts kontā.
+      invalid_operator: Nederīgs operators. Atļautie operatori priekš %{attribute_name} ir [%{allowed_keys}].
+      invalid_value: Nederīga vērtība. Norādītās vērtības priekš %{attribute_name} nav derīgas
   reports:
     period: Ziņošanas periods %{since} līdz %{until}
     utc_warning: Izveidotais pārskats atbilst UTC laika joslai
@@ -89,6 +92,15 @@ lv:
       avg_resolution_time: Vidējais atrisināšanas laiks
     conversation_traffic_csv:
       timezone: Laika zona
+    sla_csv:
+      conversation_id: Sarunas ID
+      sla_policy_breached: SLA politika
+      assignee: Uzdevuma saņēmējs
+      team: Komanda
+      inbox: Iesūtne
+      labels: Etiķetes
+      conversation_link: Saite uz sarunu
+      breached_events: Pārkāptie Notikumi
     default_group_by: diena
     csat:
       headers:
@@ -102,12 +114,15 @@ lv:
         recorded_at: Reģistrētais datums
   notifications:
     notification_title:
-      conversation_creation: "A conversation (#%{display_id}) has been created in %{inbox_name}"
-      conversation_assignment: "A conversation (#%{display_id}) has been assigned to you"
-      assigned_conversation_new_message: "A new message is created in conversation (#%{display_id})"
-      conversation_mention: "You have been mentioned in conversation (#%{display_id})"
-    attachment: "Attachment"
-    no_content: "No content"
+      conversation_creation: "Saruna (#%{display_id}) ir izveidota mapē %{inbox_name}"
+      conversation_assignment: "Jums ir piešķirta saruna (#%{display_id})"
+      assigned_conversation_new_message: "Sarunā (#%{display_id}) ir izveidots jauns ziņojums"
+      conversation_mention: "Jūs esat pieminēts sarunā (#%{display_id})"
+      sla_missed_first_response: "SLA sarunas (#%{display_id}) pirmā atbilde nokavēta"
+      sla_missed_next_response: "SLA sarunas (#%{display_id}) nākamā atbilde nokavēta"
+      sla_missed_resolution: "SLA sarunas (#%{display_id}) atrisināšana nokavēta"
+    attachment: "Pielikums"
+    no_content: "Nav satura"
   conversations:
     messages:
       instagram_story_content: "%{story_sender} pieminēja jūs stāstā: "
@@ -139,6 +154,9 @@ lv:
       labels:
         added: "%{user_name} pievienoja %{labels}"
         removed: "%{user_name} noņēma %{labels}"
+      sla:
+        added: "%{user_name} pievienoja SLA politiku %{sla_name}"
+        removed: "%{user_name} noņēma SLA politiku %{sla_name}"
       muted: "%{user_name} izslēdza sarunu"
       unmuted: "%{user_name} ieslēdza sarunu"
     templates:
diff --git a/config/locales/ml.yml b/config/locales/ml.yml
index 80426891b..acefd23a5 100644
--- a/config/locales/ml.yml
+++ b/config/locales/ml.yml
@@ -63,6 +63,9 @@ ml:
         name: should not start or end with symbols, and it should not have < > / \ @ characters.
     custom_filters:
       number_of_records: Limit reached. The maximum number of allowed custom filters for a user per account is 50.
+      invalid_attribute: Invalid attribute key - [%{key}]. The key should be one of [%{allowed_keys}] or a custom attribute defined in the account.
+      invalid_operator: Invalid operator. The allowed operators for %{attribute_name} are [%{allowed_keys}].
+      invalid_value: Invalid value. The values provided for %{attribute_name} are invalid
   reports:
     period: Reporting period %{since} to %{until}
     utc_warning: The report generated is in UTC timezone
@@ -89,6 +92,15 @@ ml:
       avg_resolution_time: Avg resolution time
     conversation_traffic_csv:
       timezone: Timezone
+    sla_csv:
+      conversation_id: Conversation ID
+      sla_policy_breached: SLA Policy
+      assignee: Assignee
+      team: Team
+      inbox: ഇൻബോക്സ്
+      labels: ലേബലുകൾ
+      conversation_link: Link to the Conversation
+      breached_events: Breached Events
     default_group_by: ദിവസം
     csat:
       headers:
@@ -106,6 +118,9 @@ ml:
       conversation_assignment: "A conversation (#%{display_id}) has been assigned to you"
       assigned_conversation_new_message: "A new message is created in conversation (#%{display_id})"
       conversation_mention: "You have been mentioned in conversation (#%{display_id})"
+      sla_missed_first_response: "SLA target first response missed for conversation (#%{display_id})"
+      sla_missed_next_response: "SLA target next response missed for conversation (#%{display_id})"
+      sla_missed_resolution: "SLA target resolution missed for conversation (#%{display_id})"
     attachment: "Attachment"
     no_content: "No content"
   conversations:
@@ -139,6 +154,9 @@ ml:
       labels:
         added: "%{user_name} added %{labels}"
         removed: "%{user_name} removed %{labels}"
+      sla:
+        added: "%{user_name} added SLA policy %{sla_name}"
+        removed: "%{user_name} removed SLA policy %{sla_name}"
       muted: "%{user_name} has muted the conversation"
       unmuted: "%{user_name} has unmuted the conversation"
     templates:
diff --git a/config/locales/ms.yml b/config/locales/ms.yml
index 9b7fd174c..37a01c416 100644
--- a/config/locales/ms.yml
+++ b/config/locales/ms.yml
@@ -63,6 +63,9 @@ ms:
         name: should not start or end with symbols, and it should not have < > / \ @ characters.
     custom_filters:
       number_of_records: Limit reached. The maximum number of allowed custom filters for a user per account is 50.
+      invalid_attribute: Invalid attribute key - [%{key}]. The key should be one of [%{allowed_keys}] or a custom attribute defined in the account.
+      invalid_operator: Invalid operator. The allowed operators for %{attribute_name} are [%{allowed_keys}].
+      invalid_value: Invalid value. The values provided for %{attribute_name} are invalid
   reports:
     period: Reporting period %{since} to %{until}
     utc_warning: The report generated is in UTC timezone
@@ -89,6 +92,15 @@ ms:
       avg_resolution_time: Avg resolution time
     conversation_traffic_csv:
       timezone: Timezone
+    sla_csv:
+      conversation_id: Conversation ID
+      sla_policy_breached: SLA Policy
+      assignee: Assignee
+      team: Team
+      inbox: Inbox
+      labels: Label
+      conversation_link: Link to the Conversation
+      breached_events: Breached Events
     default_group_by: day
     csat:
       headers:
@@ -106,6 +118,9 @@ ms:
       conversation_assignment: "A conversation (#%{display_id}) has been assigned to you"
       assigned_conversation_new_message: "A new message is created in conversation (#%{display_id})"
       conversation_mention: "You have been mentioned in conversation (#%{display_id})"
+      sla_missed_first_response: "SLA target first response missed for conversation (#%{display_id})"
+      sla_missed_next_response: "SLA target next response missed for conversation (#%{display_id})"
+      sla_missed_resolution: "SLA target resolution missed for conversation (#%{display_id})"
     attachment: "Attachment"
     no_content: "No content"
   conversations:
@@ -139,6 +154,9 @@ ms:
       labels:
         added: "%{user_name} added %{labels}"
         removed: "%{user_name} removed %{labels}"
+      sla:
+        added: "%{user_name} added SLA policy %{sla_name}"
+        removed: "%{user_name} removed SLA policy %{sla_name}"
       muted: "%{user_name} has muted the conversation"
       unmuted: "%{user_name} has unmuted the conversation"
     templates:
diff --git a/config/locales/ne.yml b/config/locales/ne.yml
index 5cad161cc..d8e2adfc2 100644
--- a/config/locales/ne.yml
+++ b/config/locales/ne.yml
@@ -63,6 +63,9 @@ ne:
         name: should not start or end with symbols, and it should not have < > / \ @ characters.
     custom_filters:
       number_of_records: Limit reached. The maximum number of allowed custom filters for a user per account is 50.
+      invalid_attribute: Invalid attribute key - [%{key}]. The key should be one of [%{allowed_keys}] or a custom attribute defined in the account.
+      invalid_operator: Invalid operator. The allowed operators for %{attribute_name} are [%{allowed_keys}].
+      invalid_value: Invalid value. The values provided for %{attribute_name} are invalid
   reports:
     period: Reporting period %{since} to %{until}
     utc_warning: The report generated is in UTC timezone
@@ -89,6 +92,15 @@ ne:
       avg_resolution_time: Avg resolution time
     conversation_traffic_csv:
       timezone: Timezone
+    sla_csv:
+      conversation_id: Conversation ID
+      sla_policy_breached: SLA Policy
+      assignee: Assignee
+      team: Team
+      inbox: Inbox
+      labels: Labels
+      conversation_link: Link to the Conversation
+      breached_events: Breached Events
     default_group_by: day
     csat:
       headers:
@@ -106,6 +118,9 @@ ne:
       conversation_assignment: "A conversation (#%{display_id}) has been assigned to you"
       assigned_conversation_new_message: "A new message is created in conversation (#%{display_id})"
       conversation_mention: "You have been mentioned in conversation (#%{display_id})"
+      sla_missed_first_response: "SLA target first response missed for conversation (#%{display_id})"
+      sla_missed_next_response: "SLA target next response missed for conversation (#%{display_id})"
+      sla_missed_resolution: "SLA target resolution missed for conversation (#%{display_id})"
     attachment: "Attachment"
     no_content: "No content"
   conversations:
@@ -139,6 +154,9 @@ ne:
       labels:
         added: "%{user_name} added %{labels}"
         removed: "%{user_name} removed %{labels}"
+      sla:
+        added: "%{user_name} added SLA policy %{sla_name}"
+        removed: "%{user_name} removed SLA policy %{sla_name}"
       muted: "%{user_name} has muted the conversation"
       unmuted: "%{user_name} has unmuted the conversation"
     templates:
diff --git a/config/locales/nl.yml b/config/locales/nl.yml
index 5a3a8c816..6035d1ed8 100644
--- a/config/locales/nl.yml
+++ b/config/locales/nl.yml
@@ -63,6 +63,9 @@ nl:
         name: mag niet beginnen of eindigen met symbolen, en mag geen < > / \ @ karakters hebben.
     custom_filters:
       number_of_records: Limit reached. The maximum number of allowed custom filters for a user per account is 50.
+      invalid_attribute: Invalid attribute key - [%{key}]. The key should be one of [%{allowed_keys}] or a custom attribute defined in the account.
+      invalid_operator: Invalid operator. The allowed operators for %{attribute_name} are [%{allowed_keys}].
+      invalid_value: Invalid value. The values provided for %{attribute_name} are invalid
   reports:
     period: Rapportering van %{since} tot %{until}
     utc_warning: The report generated is in UTC timezone
@@ -89,6 +92,15 @@ nl:
       avg_resolution_time: Avg resolution time
     conversation_traffic_csv:
       timezone: Timezone
+    sla_csv:
+      conversation_id: Conversation ID
+      sla_policy_breached: SLA Policy
+      assignee: Assignee
+      team: Team
+      inbox: Postvak In
+      labels: Labelen
+      conversation_link: Link to the Conversation
+      breached_events: Breached Events
     default_group_by: dag
     csat:
       headers:
@@ -106,6 +118,9 @@ nl:
       conversation_assignment: "A conversation (#%{display_id}) has been assigned to you"
       assigned_conversation_new_message: "A new message is created in conversation (#%{display_id})"
       conversation_mention: "You have been mentioned in conversation (#%{display_id})"
+      sla_missed_first_response: "SLA target first response missed for conversation (#%{display_id})"
+      sla_missed_next_response: "SLA target next response missed for conversation (#%{display_id})"
+      sla_missed_resolution: "SLA target resolution missed for conversation (#%{display_id})"
     attachment: "Attachment"
     no_content: "No content"
   conversations:
@@ -139,6 +154,9 @@ nl:
       labels:
         added: "%{user_name} added %{labels}"
         removed: "%{user_name} removed %{labels}"
+      sla:
+        added: "%{user_name} added SLA policy %{sla_name}"
+        removed: "%{user_name} removed SLA policy %{sla_name}"
       muted: "%{user_name} has muted the conversation"
       unmuted: "%{user_name} has unmuted the conversation"
     templates:
diff --git a/config/locales/no.yml b/config/locales/no.yml
index a39346a7c..f0a6a914b 100644
--- a/config/locales/no.yml
+++ b/config/locales/no.yml
@@ -63,6 +63,9 @@
         name: should not start or end with symbols, and it should not have < > / \ @ characters.
     custom_filters:
       number_of_records: Limit reached. The maximum number of allowed custom filters for a user per account is 50.
+      invalid_attribute: Invalid attribute key - [%{key}]. The key should be one of [%{allowed_keys}] or a custom attribute defined in the account.
+      invalid_operator: Invalid operator. The allowed operators for %{attribute_name} are [%{allowed_keys}].
+      invalid_value: Invalid value. The values provided for %{attribute_name} are invalid
   reports:
     period: Rapporteringsperiode %{since} til %{until}
     utc_warning: The report generated is in UTC timezone
@@ -89,6 +92,15 @@
       avg_resolution_time: Avg resolution time
     conversation_traffic_csv:
       timezone: Timezone
+    sla_csv:
+      conversation_id: Conversation ID
+      sla_policy_breached: SLA Policy
+      assignee: Assignee
+      team: Team
+      inbox: Inbox
+      labels: Etiketter
+      conversation_link: Link to the Conversation
+      breached_events: Breached Events
     default_group_by: day
     csat:
       headers:
@@ -106,6 +118,9 @@
       conversation_assignment: "A conversation (#%{display_id}) has been assigned to you"
       assigned_conversation_new_message: "A new message is created in conversation (#%{display_id})"
       conversation_mention: "You have been mentioned in conversation (#%{display_id})"
+      sla_missed_first_response: "SLA target first response missed for conversation (#%{display_id})"
+      sla_missed_next_response: "SLA target next response missed for conversation (#%{display_id})"
+      sla_missed_resolution: "SLA target resolution missed for conversation (#%{display_id})"
     attachment: "Attachment"
     no_content: "No content"
   conversations:
@@ -139,6 +154,9 @@
       labels:
         added: "%{user_name} la til %{labels}"
         removed: "%{user_name} fjernet %{labels}"
+      sla:
+        added: "%{user_name} added SLA policy %{sla_name}"
+        removed: "%{user_name} removed SLA policy %{sla_name}"
       muted: "%{user_name} har dempet samtalen"
       unmuted: "%{user_name} har opphevet dempingen av samtalen"
     templates:
diff --git a/config/locales/pl.yml b/config/locales/pl.yml
index 225847841..3a1d5b083 100644
--- a/config/locales/pl.yml
+++ b/config/locales/pl.yml
@@ -63,6 +63,9 @@ pl:
         name: nie powinno zaczynać się ani kończyć symbolami i nie powinno zawierać znaków < > / \ @.
     custom_filters:
       number_of_records: Osiągnięto limit. Maksymalna liczba dozwolonych filtrów niestandardowych dla użytkownika na konto wynosi 50.
+      invalid_attribute: Invalid attribute key - [%{key}]. The key should be one of [%{allowed_keys}] or a custom attribute defined in the account.
+      invalid_operator: Invalid operator. The allowed operators for %{attribute_name} are [%{allowed_keys}].
+      invalid_value: Invalid value. The values provided for %{attribute_name} are invalid
   reports:
     period: Okres raportowania od %{since} do %{until}
     utc_warning: Generowany raport jest w strefie czasowej UTC
@@ -89,6 +92,15 @@ pl:
       avg_resolution_time: Avg resolution time
     conversation_traffic_csv:
       timezone: Strefa czasowa
+    sla_csv:
+      conversation_id: Conversation ID
+      sla_policy_breached: SLA Policy
+      assignee: Assignee
+      team: Zespół
+      inbox: Skrzynka odbiorcza
+      labels: Etykiety
+      conversation_link: Link to the Conversation
+      breached_events: Breached Events
     default_group_by: dnia
     csat:
       headers:
@@ -106,6 +118,9 @@ pl:
       conversation_assignment: "A conversation (#%{display_id}) has been assigned to you"
       assigned_conversation_new_message: "A new message is created in conversation (#%{display_id})"
       conversation_mention: "You have been mentioned in conversation (#%{display_id})"
+      sla_missed_first_response: "SLA target first response missed for conversation (#%{display_id})"
+      sla_missed_next_response: "SLA target next response missed for conversation (#%{display_id})"
+      sla_missed_resolution: "SLA target resolution missed for conversation (#%{display_id})"
     attachment: "Attachment"
     no_content: "No content"
   conversations:
@@ -139,6 +154,9 @@ pl:
       labels:
         added: "%{user_name} dodał/a %{labels}"
         removed: "%{user_name} usunął/a %{labels}"
+      sla:
+        added: "%{user_name} added SLA policy %{sla_name}"
+        removed: "%{user_name} removed SLA policy %{sla_name}"
       muted: "%{user_name} wyciszył/a rozmowę"
       unmuted: "%{user_name} cofnął wyciszenie rozmowy"
     templates:
diff --git a/config/locales/pt.yml b/config/locales/pt.yml
index f95a3d67e..7ac2aa5ed 100644
--- a/config/locales/pt.yml
+++ b/config/locales/pt.yml
@@ -63,6 +63,9 @@ pt:
         name: não deve iniciar ou terminar com símbolos, nem deve ter < > / \ @ caracteres.
     custom_filters:
       number_of_records: Limite atingido. O número máximo de filtros personalizados permitidos para um utilizador por conta é de 50.
+      invalid_attribute: Chave de atributo inválida - [%{key}]. A chave deve ser uma das [%{allowed_keys}] ou um atributo personalizado definido na conta.
+      invalid_operator: Operador inválido. Os operadores permitidos para %{attribute_name} são [%{allowed_keys}].
+      invalid_value: Valor inválido. Os valores fornecidos para %{attribute_name} são inválidos
   reports:
     period: Período do relatório de %{since} a %{until}
     utc_warning: O relatório gerado está no fuso horário UTC
@@ -89,6 +92,15 @@ pt:
       avg_resolution_time: Média de tempo de resolução
     conversation_traffic_csv:
       timezone: Fuso Horário
+    sla_csv:
+      conversation_id: ID da conversa
+      sla_policy_breached: SLA Policy
+      assignee: Assignee
+      team: Equipa
+      inbox: Caixa de Entrada
+      labels: Etiquetas
+      conversation_link: Link to the Conversation
+      breached_events: Breached Events
     default_group_by: dia
     csat:
       headers:
@@ -102,12 +114,15 @@ pt:
         recorded_at: Data de gravação
   notifications:
     notification_title:
-      conversation_creation: "A conversation (#%{display_id}) has been created in %{inbox_name}"
-      conversation_assignment: "A conversation (#%{display_id}) has been assigned to you"
-      assigned_conversation_new_message: "A new message is created in conversation (#%{display_id})"
-      conversation_mention: "You have been mentioned in conversation (#%{display_id})"
-    attachment: "Attachment"
-    no_content: "No content"
+      conversation_creation: "A conversa (#%{display_id}) foi criada em %{inbox_name}"
+      conversation_assignment: "A conversa (#%{display_id}) foi-lhe atribuída"
+      assigned_conversation_new_message: "Foi criada uma mensagem nova na conversa (#%{display_id})"
+      conversation_mention: "Foi mencionado na conversa (#%{display_id})"
+      sla_missed_first_response: "SLA da primeira resposta não atingido na conversa (#%{display_id})"
+      sla_missed_next_response: "Objetivo de SLA de próxima resposta não atingido na conversa (#%{display_id})"
+      sla_missed_resolution: "Objetivo de SLA de resolução não atingido na conversa (#%{display_id})"
+    attachment: "Anexo"
+    no_content: "Sem conteúdo"
   conversations:
     messages:
       instagram_story_content: "%{story_sender} mencionou você na história: "
@@ -139,6 +154,9 @@ pt:
       labels:
         added: "%{user_name} acrescentou %{labels}"
         removed: "%{user_name} removeu a %{labels}"
+      sla:
+        added: "%{user_name} adicionou uma política de SLA %{sla_name}"
+        removed: "%{user_name} removeu a política de SLA de %{sla_name}"
       muted: "%{user_name} bloqueou a conversa"
       unmuted: "%{user_name} reativou a conversa"
     templates:
diff --git a/config/locales/pt_BR.yml b/config/locales/pt_BR.yml
index 4edce40e6..61f452f88 100644
--- a/config/locales/pt_BR.yml
+++ b/config/locales/pt_BR.yml
@@ -63,32 +63,44 @@ pt_BR:
         name: 'não deve iniciar ou terminar com símbolos e não deve ter os caracteres: < > / \ @.'
     custom_filters:
       number_of_records: Limite atingido. O número máximo de filtros personalizados permitidos para um usuário por conta é de 50.
+      invalid_attribute: Chave de atributo inválido - [%{key}]. A chave deve ser uma das [%{allowed_keys}] ou um atributo personalizado definido na conta.
+      invalid_operator: Operador inválido. Os operadores permitidos para %{attribute_name} são [%{allowed_keys}].
+      invalid_value: Valor inválido. Os valores fornecidos para %{attribute_name} são inválidos
   reports:
     period: Reportando o período %{since} a %{until}
     utc_warning: O relatório gerado está em fuso horário UTC
     agent_csv:
       agent_name: Nome do Agente
       conversations_count: Conversas atribuídas
-      avg_first_response_time: Tempo médio de primeira resposta (minutos
-      avg_resolution_time: Avg resolution time
+      avg_first_response_time: Tempo médio de primeira resposta
+      avg_resolution_time: Tempo médio de resolução
     inbox_csv:
       inbox_name: Nome da Caixa de Entrada
       inbox_type: Tipo da Caixa de Entrada
       conversations_count: Nº de Conversas
-      avg_first_response_time: Tempo médio de primeira resposta (minutos
-      avg_resolution_time: Avg resolution time
+      avg_first_response_time: Tempo médio de primeira resposta
+      avg_resolution_time: Tempo médio de resolução
     label_csv:
       label_title: Nome do campo
       conversations_count: Nº de Conversas
-      avg_first_response_time: Tempo médio de primeira resposta (minutos
-      avg_resolution_time: Avg resolution time
+      avg_first_response_time: Tempo médio de primeira resposta
+      avg_resolution_time: Tempo médio de resolução
     team_csv:
       team_name: Nome do departamento
       conversations_count: Contagem de conversas
-      avg_first_response_time: Tempo médio de primeira resposta (minutos
-      avg_resolution_time: Avg resolution time
+      avg_first_response_time: Tempo médio de primeira resposta
+      avg_resolution_time: Tempo médio de resolução
     conversation_traffic_csv:
-      timezone: Timezone
+      timezone: Fuso horário
+    sla_csv:
+      conversation_id: Conversas
+      sla_policy_breached: Política SLA
+      assignee: Responsável
+      team: Times
+      inbox: Caixa de Entrada
+      labels: Marcadores
+      conversation_link: Link para a conversa
+      breached_events: Eventos Violados
     default_group_by: dia
     csat:
       headers:
@@ -102,12 +114,15 @@ pt_BR:
         recorded_at: Data de gravação
   notifications:
     notification_title:
-      conversation_creation: "A conversation (#%{display_id}) has been created in %{inbox_name}"
-      conversation_assignment: "A conversation (#%{display_id}) has been assigned to you"
-      assigned_conversation_new_message: "A new message is created in conversation (#%{display_id})"
-      conversation_mention: "You have been mentioned in conversation (#%{display_id})"
-    attachment: "Attachment"
-    no_content: "No content"
+      conversation_creation: ""
+      conversation_assignment: "Uma conversa (#%{display_id}) foi atribuída a você"
+      assigned_conversation_new_message: "Uma nova mensagem é criada na conversa (#%{display_id})"
+      conversation_mention: "Você foi mencionado em uma conversa (#%{display_id})"
+      sla_missed_first_response: "Primeira resposta da meta de SLA perdida para conversa (#%{display_id})"
+      sla_missed_next_response: ""
+      sla_missed_resolution: "Resolução de meta de SLA perdida para conversa (#%{display_id})"
+    attachment: "Anexo"
+    no_content: "Sem conteúdo"
   conversations:
     messages:
       instagram_story_content: "%{story_sender} mencionou você na conversa: "
@@ -139,6 +154,9 @@ pt_BR:
       labels:
         added: "%{user_name} adicionou %{labels}"
         removed: "%{user_name} removeu %{labels}"
+      sla:
+        added: "%{user_name} adicionou política de SLA %{sla_name}"
+        removed: "%{user_name} removeu a política de SLA %{sla_name}"
       muted: "%{user_name} silenciou a conversa"
       unmuted: "%{user_name} reativou a conversa"
     templates:
@@ -182,7 +200,7 @@ pt_BR:
       name: "Contato completo"
       description: "A integração de contatos completos ajuda a enriquecer perfis de visitantes. Identifique os usuários assim que eles compartilham seu endereço de e-mail e ofereça um atendimento ao cliente personalizado. Conecte seu FullContact à sua conta compartilhando a chave de API de Contato Fullcot."
     google_translate:
-      name: "Google Tradutor"
+      name: "Tradutor do Google"
       description: "Torne isso mais fácil para agentes traduzirem mensagens adicionando uma integração com o Tradutor do Google. O Tradutor do Google ajuda a identificar automaticamente o idioma e convertê-lo para o idioma escolhido pelo administrador de conta/agente."
     openai:
       name: "OpenAI"
@@ -233,14 +251,14 @@ pt_BR:
     button: Abrir conversa
   time_units:
     days:
-      one: "%{count} day"
-      other: "%{count} days"
+      one: "%{count} dia"
+      other: "%{count} dias"
     hours:
-      one: "%{count} hour"
-      other: "%{count} hours"
+      one: "%{count} hora"
+      other: "%{count} horas"
     minutes:
-      one: "%{count} minute"
-      other: "%{count} minutes"
+      one: "%{count} minuto"
+      other: "%{count} minutos"
     seconds:
-      one: "%{count} second"
-      other: "%{count} seconds"
+      one: "%{count} segundo"
+      other: "%{count} segundos"
diff --git a/config/locales/ro.yml b/config/locales/ro.yml
index 8cfb51968..60f0dcbcf 100644
--- a/config/locales/ro.yml
+++ b/config/locales/ro.yml
@@ -63,6 +63,9 @@ ro:
         name: nu ar trebui să înceapă sau să se termine cu simboluri și nu ar trebui să aibă < > / \ @ caractere.
     custom_filters:
       number_of_records: Limita atinsă. Numărul maxim de filtre personalizate permise pentru un utilizator per cont este de 50.
+      invalid_attribute: Invalid attribute key - [%{key}]. The key should be one of [%{allowed_keys}] or a custom attribute defined in the account.
+      invalid_operator: Invalid operator. The allowed operators for %{attribute_name} are [%{allowed_keys}].
+      invalid_value: Invalid value. The values provided for %{attribute_name} are invalid
   reports:
     period: Perioada de raportare %{since}-%{until}
     utc_warning: Raportul generat este în fusul orar UTC
@@ -89,6 +92,15 @@ ro:
       avg_resolution_time: Avg resolution time
     conversation_traffic_csv:
       timezone: Fus orar
+    sla_csv:
+      conversation_id: Conversation ID
+      sla_policy_breached: SLA Policy
+      assignee: Assignee
+      team: Echipa
+      inbox: Inbox
+      labels: Etichete
+      conversation_link: Link to the Conversation
+      breached_events: Breached Events
     default_group_by: zi
     csat:
       headers:
@@ -106,6 +118,9 @@ ro:
       conversation_assignment: "A conversation (#%{display_id}) has been assigned to you"
       assigned_conversation_new_message: "A new message is created in conversation (#%{display_id})"
       conversation_mention: "You have been mentioned in conversation (#%{display_id})"
+      sla_missed_first_response: "SLA target first response missed for conversation (#%{display_id})"
+      sla_missed_next_response: "SLA target next response missed for conversation (#%{display_id})"
+      sla_missed_resolution: "SLA target resolution missed for conversation (#%{display_id})"
     attachment: "Attachment"
     no_content: "No content"
   conversations:
@@ -139,6 +154,9 @@ ro:
       labels:
         added: "%{user_name} adăugat %{labels}"
         removed: "%{user_name} eliminat %{labels}"
+      sla:
+        added: "%{user_name} added SLA policy %{sla_name}"
+        removed: "%{user_name} removed SLA policy %{sla_name}"
       muted: "%{user_name} a dezactivat conversația"
       unmuted: "%{user_name} a activat conversația"
     templates:
diff --git a/config/locales/ru.yml b/config/locales/ru.yml
index 94d19806a..5b6f4ee70 100644
--- a/config/locales/ru.yml
+++ b/config/locales/ru.yml
@@ -63,6 +63,9 @@ ru:
         name: Не должен начинаться или заканчиваться символами, и у него Не должно быть < > / \ @ символов.
     custom_filters:
       number_of_records: Достигнут лимит. Максимальное количество разрешенных пользовательских фильтров для каждого пользователя - 50.
+      invalid_attribute: Invalid attribute key - [%{key}]. The key should be one of [%{allowed_keys}] or a custom attribute defined in the account.
+      invalid_operator: Invalid operator. The allowed operators for %{attribute_name} are [%{allowed_keys}].
+      invalid_value: Invalid value. The values provided for %{attribute_name} are invalid
   reports:
     period: Отчётный период с %{since} по %{until}
     utc_warning: Отчёт создан в часовом поясе UTC
@@ -89,6 +92,15 @@ ru:
       avg_resolution_time: Среднее время завершения
     conversation_traffic_csv:
       timezone: Часовой пояс
+    sla_csv:
+      conversation_id: ID диалога
+      sla_policy_breached: SLA Policy
+      assignee: Assignee
+      team: Команда
+      inbox: Электронная почта
+      labels: Категории
+      conversation_link: Link to the Conversation
+      breached_events: Breached Events
     default_group_by: день
     csat:
       headers:
@@ -106,6 +118,9 @@ ru:
       conversation_assignment: "A conversation (#%{display_id}) has been assigned to you"
       assigned_conversation_new_message: "A new message is created in conversation (#%{display_id})"
       conversation_mention: "You have been mentioned in conversation (#%{display_id})"
+      sla_missed_first_response: "SLA target first response missed for conversation (#%{display_id})"
+      sla_missed_next_response: "SLA target next response missed for conversation (#%{display_id})"
+      sla_missed_resolution: "SLA target resolution missed for conversation (#%{display_id})"
     attachment: "Attachment"
     no_content: "No content"
   conversations:
@@ -139,6 +154,9 @@ ru:
       labels:
         added: "%{user_name} добавил %{labels}"
         removed: "%{user_name} удалил %{labels}"
+      sla:
+        added: "%{user_name} added SLA policy %{sla_name}"
+        removed: "%{user_name} removed SLA policy %{sla_name}"
       muted: "%{user_name} заглушил(а) этот разговор"
       unmuted: "%{user_name} включил(а) уведомления для разговора"
     templates:
diff --git a/config/locales/sh.yml b/config/locales/sh.yml
index 7d9460d5f..d0fa964a1 100644
--- a/config/locales/sh.yml
+++ b/config/locales/sh.yml
@@ -63,6 +63,9 @@ sh:
         name: should not start or end with symbols, and it should not have < > / \ @ characters.
     custom_filters:
       number_of_records: Limit reached. The maximum number of allowed custom filters for a user per account is 50.
+      invalid_attribute: Invalid attribute key - [%{key}]. The key should be one of [%{allowed_keys}] or a custom attribute defined in the account.
+      invalid_operator: Invalid operator. The allowed operators for %{attribute_name} are [%{allowed_keys}].
+      invalid_value: Invalid value. The values provided for %{attribute_name} are invalid
   reports:
     period: Reporting period %{since} to %{until}
     utc_warning: The report generated is in UTC timezone
@@ -89,6 +92,15 @@ sh:
       avg_resolution_time: Avg resolution time
     conversation_traffic_csv:
       timezone: Timezone
+    sla_csv:
+      conversation_id: Conversation ID
+      sla_policy_breached: SLA Policy
+      assignee: Assignee
+      team: Team
+      inbox: Inbox
+      labels: Labels
+      conversation_link: Link to the Conversation
+      breached_events: Breached Events
     default_group_by: day
     csat:
       headers:
@@ -106,6 +118,9 @@ sh:
       conversation_assignment: "A conversation (#%{display_id}) has been assigned to you"
       assigned_conversation_new_message: "A new message is created in conversation (#%{display_id})"
       conversation_mention: "You have been mentioned in conversation (#%{display_id})"
+      sla_missed_first_response: "SLA target first response missed for conversation (#%{display_id})"
+      sla_missed_next_response: "SLA target next response missed for conversation (#%{display_id})"
+      sla_missed_resolution: "SLA target resolution missed for conversation (#%{display_id})"
     attachment: "Attachment"
     no_content: "No content"
   conversations:
@@ -139,6 +154,9 @@ sh:
       labels:
         added: "%{user_name} added %{labels}"
         removed: "%{user_name} removed %{labels}"
+      sla:
+        added: "%{user_name} added SLA policy %{sla_name}"
+        removed: "%{user_name} removed SLA policy %{sla_name}"
       muted: "%{user_name} has muted the conversation"
       unmuted: "%{user_name} has unmuted the conversation"
     templates:
diff --git a/config/locales/sk.yml b/config/locales/sk.yml
index c17881a5a..41078b1f0 100644
--- a/config/locales/sk.yml
+++ b/config/locales/sk.yml
@@ -63,6 +63,9 @@ sk:
         name: should not start or end with symbols, and it should not have < > / \ @ characters.
     custom_filters:
       number_of_records: Limit reached. The maximum number of allowed custom filters for a user per account is 50.
+      invalid_attribute: Invalid attribute key - [%{key}]. The key should be one of [%{allowed_keys}] or a custom attribute defined in the account.
+      invalid_operator: Invalid operator. The allowed operators for %{attribute_name} are [%{allowed_keys}].
+      invalid_value: Invalid value. The values provided for %{attribute_name} are invalid
   reports:
     period: Reporting period %{since} to %{until}
     utc_warning: The report generated is in UTC timezone
@@ -89,6 +92,15 @@ sk:
       avg_resolution_time: Avg resolution time
     conversation_traffic_csv:
       timezone: Timezone
+    sla_csv:
+      conversation_id: Conversation ID
+      sla_policy_breached: SLA Policy
+      assignee: Assignee
+      team: Team
+      inbox: Schránka
+      labels: Labels
+      conversation_link: Link to the Conversation
+      breached_events: Breached Events
     default_group_by: day
     csat:
       headers:
@@ -106,6 +118,9 @@ sk:
       conversation_assignment: "A conversation (#%{display_id}) has been assigned to you"
       assigned_conversation_new_message: "A new message is created in conversation (#%{display_id})"
       conversation_mention: "You have been mentioned in conversation (#%{display_id})"
+      sla_missed_first_response: "SLA target first response missed for conversation (#%{display_id})"
+      sla_missed_next_response: "SLA target next response missed for conversation (#%{display_id})"
+      sla_missed_resolution: "SLA target resolution missed for conversation (#%{display_id})"
     attachment: "Attachment"
     no_content: "No content"
   conversations:
@@ -139,6 +154,9 @@ sk:
       labels:
         added: "%{user_name} pridal %{labels}"
         removed: "%{user_name} odobral %{labels}"
+      sla:
+        added: "%{user_name} added SLA policy %{sla_name}"
+        removed: "%{user_name} removed SLA policy %{sla_name}"
       muted: "%{user_name} stlmil konverzáciu"
       unmuted: "%{user_name} odtlmil konverzáciu"
     templates:
diff --git a/config/locales/sl.yml b/config/locales/sl.yml
index 1bd8b9f07..124754244 100644
--- a/config/locales/sl.yml
+++ b/config/locales/sl.yml
@@ -63,6 +63,9 @@ sl:
         name: should not start or end with symbols, and it should not have < > / \ @ characters.
     custom_filters:
       number_of_records: Limit reached. The maximum number of allowed custom filters for a user per account is 50.
+      invalid_attribute: Invalid attribute key - [%{key}]. The key should be one of [%{allowed_keys}] or a custom attribute defined in the account.
+      invalid_operator: Invalid operator. The allowed operators for %{attribute_name} are [%{allowed_keys}].
+      invalid_value: Invalid value. The values provided for %{attribute_name} are invalid
   reports:
     period: Reporting period %{since} to %{until}
     utc_warning: The report generated is in UTC timezone
@@ -89,6 +92,15 @@ sl:
       avg_resolution_time: Avg resolution time
     conversation_traffic_csv:
       timezone: Timezone
+    sla_csv:
+      conversation_id: Conversation ID
+      sla_policy_breached: SLA Policy
+      assignee: Assignee
+      team: Team
+      inbox: Inbox
+      labels: Labels
+      conversation_link: Link to the Conversation
+      breached_events: Breached Events
     default_group_by: day
     csat:
       headers:
@@ -106,6 +118,9 @@ sl:
       conversation_assignment: "A conversation (#%{display_id}) has been assigned to you"
       assigned_conversation_new_message: "A new message is created in conversation (#%{display_id})"
       conversation_mention: "You have been mentioned in conversation (#%{display_id})"
+      sla_missed_first_response: "SLA target first response missed for conversation (#%{display_id})"
+      sla_missed_next_response: "SLA target next response missed for conversation (#%{display_id})"
+      sla_missed_resolution: "SLA target resolution missed for conversation (#%{display_id})"
     attachment: "Attachment"
     no_content: "No content"
   conversations:
@@ -139,6 +154,9 @@ sl:
       labels:
         added: "%{user_name} added %{labels}"
         removed: "%{user_name} removed %{labels}"
+      sla:
+        added: "%{user_name} added SLA policy %{sla_name}"
+        removed: "%{user_name} removed SLA policy %{sla_name}"
       muted: "%{user_name} has muted the conversation"
       unmuted: "%{user_name} has unmuted the conversation"
     templates:
diff --git a/config/locales/sq.yml b/config/locales/sq.yml
index aacd83b72..fcc87044a 100644
--- a/config/locales/sq.yml
+++ b/config/locales/sq.yml
@@ -63,6 +63,9 @@ sq:
         name: should not start or end with symbols, and it should not have < > / \ @ characters.
     custom_filters:
       number_of_records: Limit reached. The maximum number of allowed custom filters for a user per account is 50.
+      invalid_attribute: Invalid attribute key - [%{key}]. The key should be one of [%{allowed_keys}] or a custom attribute defined in the account.
+      invalid_operator: Invalid operator. The allowed operators for %{attribute_name} are [%{allowed_keys}].
+      invalid_value: Invalid value. The values provided for %{attribute_name} are invalid
   reports:
     period: Reporting period %{since} to %{until}
     utc_warning: The report generated is in UTC timezone
@@ -89,6 +92,15 @@ sq:
       avg_resolution_time: Avg resolution time
     conversation_traffic_csv:
       timezone: Timezone
+    sla_csv:
+      conversation_id: Conversation ID
+      sla_policy_breached: SLA Policy
+      assignee: Assignee
+      team: Team
+      inbox: Inbox
+      labels: Labels
+      conversation_link: Link to the Conversation
+      breached_events: Breached Events
     default_group_by: day
     csat:
       headers:
@@ -106,6 +118,9 @@ sq:
       conversation_assignment: "A conversation (#%{display_id}) has been assigned to you"
       assigned_conversation_new_message: "A new message is created in conversation (#%{display_id})"
       conversation_mention: "You have been mentioned in conversation (#%{display_id})"
+      sla_missed_first_response: "SLA target first response missed for conversation (#%{display_id})"
+      sla_missed_next_response: "SLA target next response missed for conversation (#%{display_id})"
+      sla_missed_resolution: "SLA target resolution missed for conversation (#%{display_id})"
     attachment: "Attachment"
     no_content: "No content"
   conversations:
@@ -139,6 +154,9 @@ sq:
       labels:
         added: "%{user_name} added %{labels}"
         removed: "%{user_name} removed %{labels}"
+      sla:
+        added: "%{user_name} added SLA policy %{sla_name}"
+        removed: "%{user_name} removed SLA policy %{sla_name}"
       muted: "%{user_name} has muted the conversation"
       unmuted: "%{user_name} has unmuted the conversation"
     templates:
diff --git a/config/locales/sr.yml b/config/locales/sr.yml
index 1826e2c89..68bd6e14e 100644
--- a/config/locales/sr.yml
+++ b/config/locales/sr.yml
@@ -63,6 +63,9 @@ sr-Latn:
         name: ne treba početi ili se završiti sa simbolima i ne treba da sadrži < > / \ @ karaktere.
     custom_filters:
       number_of_records: Limit reached. The maximum number of allowed custom filters for a user per account is 50.
+      invalid_attribute: Invalid attribute key - [%{key}]. The key should be one of [%{allowed_keys}] or a custom attribute defined in the account.
+      invalid_operator: Invalid operator. The allowed operators for %{attribute_name} are [%{allowed_keys}].
+      invalid_value: Invalid value. The values provided for %{attribute_name} are invalid
   reports:
     period: Period izveštaja %{since} do %{until}
     utc_warning: Generisani izveštaj je u UTC vremenskoj zoni
@@ -89,6 +92,15 @@ sr-Latn:
       avg_resolution_time: Avg resolution time
     conversation_traffic_csv:
       timezone: Timezone
+    sla_csv:
+      conversation_id: Conversation ID
+      sla_policy_breached: SLA Policy
+      assignee: Assignee
+      team: Tim
+      inbox: Prijemno sanduče
+      labels: Oznake
+      conversation_link: Link to the Conversation
+      breached_events: Breached Events
     default_group_by: dan
     csat:
       headers:
@@ -106,6 +118,9 @@ sr-Latn:
       conversation_assignment: "A conversation (#%{display_id}) has been assigned to you"
       assigned_conversation_new_message: "A new message is created in conversation (#%{display_id})"
       conversation_mention: "You have been mentioned in conversation (#%{display_id})"
+      sla_missed_first_response: "SLA target first response missed for conversation (#%{display_id})"
+      sla_missed_next_response: "SLA target next response missed for conversation (#%{display_id})"
+      sla_missed_resolution: "SLA target resolution missed for conversation (#%{display_id})"
     attachment: "Attachment"
     no_content: "No content"
   conversations:
@@ -139,6 +154,9 @@ sr-Latn:
       labels:
         added: "%{user_name} je dodao %{labels}"
         removed: "%{user_name} je uklonio %{labels}"
+      sla:
+        added: "%{user_name} added SLA policy %{sla_name}"
+        removed: "%{user_name} removed SLA policy %{sla_name}"
       muted: "%{user_name} je utišao razgovor"
       unmuted: "%{user_name} je uklonio utišanje razgovora"
     templates:
diff --git a/config/locales/sv.yml b/config/locales/sv.yml
index 0e6340aa3..641877571 100644
--- a/config/locales/sv.yml
+++ b/config/locales/sv.yml
@@ -63,6 +63,9 @@ sv:
         name: should not start or end with symbols, and it should not have < > / \ @ characters.
     custom_filters:
       number_of_records: Limit reached. The maximum number of allowed custom filters for a user per account is 50.
+      invalid_attribute: Invalid attribute key - [%{key}]. The key should be one of [%{allowed_keys}] or a custom attribute defined in the account.
+      invalid_operator: Invalid operator. The allowed operators for %{attribute_name} are [%{allowed_keys}].
+      invalid_value: Invalid value. The values provided for %{attribute_name} are invalid
   reports:
     period: Rapporteringsperiod %{since} till %{until}
     utc_warning: The report generated is in UTC timezone
@@ -89,6 +92,15 @@ sv:
       avg_resolution_time: Avg resolution time
     conversation_traffic_csv:
       timezone: Timezone
+    sla_csv:
+      conversation_id: Conversation ID
+      sla_policy_breached: SLA Policy
+      assignee: Assignee
+      team: Team
+      inbox: Inkorg
+      labels: Etiketter
+      conversation_link: Link to the Conversation
+      breached_events: Breached Events
     default_group_by: day
     csat:
       headers:
@@ -106,8 +118,11 @@ sv:
       conversation_assignment: "A conversation (#%{display_id}) has been assigned to you"
       assigned_conversation_new_message: "A new message is created in conversation (#%{display_id})"
       conversation_mention: "You have been mentioned in conversation (#%{display_id})"
-    attachment: "Attachment"
-    no_content: "No content"
+      sla_missed_first_response: "SLA target first response missed for conversation (#%{display_id})"
+      sla_missed_next_response: "SLA target next response missed for conversation (#%{display_id})"
+      sla_missed_resolution: "SLA target resolution missed for conversation (#%{display_id})"
+    attachment: "Bilaga"
+    no_content: "Inget innehåll"
   conversations:
     messages:
       instagram_story_content: "%{story_sender} mentioned you in the story: "
@@ -139,6 +154,9 @@ sv:
       labels:
         added: "%{user_name} har lagt till %{labels}"
         removed: "%{user_name} tog bort %{labels}"
+      sla:
+        added: "%{user_name} added SLA policy %{sla_name}"
+        removed: "%{user_name} removed SLA policy %{sla_name}"
       muted: "%{user_name} har tystat konversationen"
       unmuted: "%{user_name} har avtystat konversationen"
     templates:
diff --git a/config/locales/ta.yml b/config/locales/ta.yml
index 4a0b51bd5..56883ae2d 100644
--- a/config/locales/ta.yml
+++ b/config/locales/ta.yml
@@ -63,6 +63,9 @@ ta:
         name: should not start or end with symbols, and it should not have < > / \ @ characters.
     custom_filters:
       number_of_records: Limit reached. The maximum number of allowed custom filters for a user per account is 50.
+      invalid_attribute: Invalid attribute key - [%{key}]. The key should be one of [%{allowed_keys}] or a custom attribute defined in the account.
+      invalid_operator: Invalid operator. The allowed operators for %{attribute_name} are [%{allowed_keys}].
+      invalid_value: Invalid value. The values provided for %{attribute_name} are invalid
   reports:
     period: Reporting period %{since} to %{until}
     utc_warning: The report generated is in UTC timezone
@@ -89,6 +92,15 @@ ta:
       avg_resolution_time: Avg resolution time
     conversation_traffic_csv:
       timezone: Timezone
+    sla_csv:
+      conversation_id: Conversation ID
+      sla_policy_breached: SLA Policy
+      assignee: Assignee
+      team: Team
+      inbox: Inbox
+      labels: Labels
+      conversation_link: Link to the Conversation
+      breached_events: Breached Events
     default_group_by: day
     csat:
       headers:
@@ -106,6 +118,9 @@ ta:
       conversation_assignment: "A conversation (#%{display_id}) has been assigned to you"
       assigned_conversation_new_message: "A new message is created in conversation (#%{display_id})"
       conversation_mention: "You have been mentioned in conversation (#%{display_id})"
+      sla_missed_first_response: "SLA target first response missed for conversation (#%{display_id})"
+      sla_missed_next_response: "SLA target next response missed for conversation (#%{display_id})"
+      sla_missed_resolution: "SLA target resolution missed for conversation (#%{display_id})"
     attachment: "Attachment"
     no_content: "No content"
   conversations:
@@ -139,6 +154,9 @@ ta:
       labels:
         added: "%{user_name} added %{labels}"
         removed: "%{user_name} removed %{labels}"
+      sla:
+        added: "%{user_name} added SLA policy %{sla_name}"
+        removed: "%{user_name} removed SLA policy %{sla_name}"
       muted: "%{user_name} has muted the conversation"
       unmuted: "%{user_name} has unmuted the conversation"
     templates:
diff --git a/config/locales/th.yml b/config/locales/th.yml
index 407f120ae..54af8efde 100644
--- a/config/locales/th.yml
+++ b/config/locales/th.yml
@@ -63,6 +63,9 @@ th:
         name: should not start or end with symbols, and it should not have < > / \ @ characters.
     custom_filters:
       number_of_records: Limit reached. The maximum number of allowed custom filters for a user per account is 50.
+      invalid_attribute: Invalid attribute key - [%{key}]. The key should be one of [%{allowed_keys}] or a custom attribute defined in the account.
+      invalid_operator: Invalid operator. The allowed operators for %{attribute_name} are [%{allowed_keys}].
+      invalid_value: Invalid value. The values provided for %{attribute_name} are invalid
   reports:
     period: Reporting period %{since} to %{until}
     utc_warning: The report generated is in UTC timezone
@@ -89,6 +92,15 @@ th:
       avg_resolution_time: Avg resolution time
     conversation_traffic_csv:
       timezone: Timezone
+    sla_csv:
+      conversation_id: Conversation ID
+      sla_policy_breached: SLA Policy
+      assignee: Assignee
+      team: ทีม
+      inbox: กล่องข้อความ
+      labels: ป้ายกำกับ
+      conversation_link: Link to the Conversation
+      breached_events: Breached Events
     default_group_by: day
     csat:
       headers:
@@ -106,6 +118,9 @@ th:
       conversation_assignment: "A conversation (#%{display_id}) has been assigned to you"
       assigned_conversation_new_message: "A new message is created in conversation (#%{display_id})"
       conversation_mention: "You have been mentioned in conversation (#%{display_id})"
+      sla_missed_first_response: "SLA target first response missed for conversation (#%{display_id})"
+      sla_missed_next_response: "SLA target next response missed for conversation (#%{display_id})"
+      sla_missed_resolution: "SLA target resolution missed for conversation (#%{display_id})"
     attachment: "Attachment"
     no_content: "No content"
   conversations:
@@ -139,6 +154,9 @@ th:
       labels:
         added: "%{user_name} added %{labels}"
         removed: "%{user_name} removed %{labels}"
+      sla:
+        added: "%{user_name} added SLA policy %{sla_name}"
+        removed: "%{user_name} removed SLA policy %{sla_name}"
       muted: "%{user_name} has muted the conversation"
       unmuted: "%{user_name} has unmuted the conversation"
     templates:
diff --git a/config/locales/tr.yml b/config/locales/tr.yml
index 6d6c50d4b..cf3acc23c 100644
--- a/config/locales/tr.yml
+++ b/config/locales/tr.yml
@@ -63,6 +63,9 @@ tr:
         name: sembollerle başlamamalı veya bitmemeli, < > / \ @ karakterlerini içermemeli.
     custom_filters:
       number_of_records: Limit aşıldı. Bir kullanıcının bir hesap için izin verilen özel filtre sayısı 50'dir.
+      invalid_attribute: Invalid attribute key - [%{key}]. The key should be one of [%{allowed_keys}] or a custom attribute defined in the account.
+      invalid_operator: Invalid operator. The allowed operators for %{attribute_name} are [%{allowed_keys}].
+      invalid_value: Invalid value. The values provided for %{attribute_name} are invalid
   reports:
     period: Raporlama aralığı %{since}'dan %{until}'a
     utc_warning: Oluşturulan rapor UTC zaman dilimindedir.
@@ -89,6 +92,15 @@ tr:
       avg_resolution_time: Avg resolution time
     conversation_traffic_csv:
       timezone: Zaman dilimi
+    sla_csv:
+      conversation_id: Sohbet ID
+      sla_policy_breached: SLA Policy
+      assignee: Assignee
+      team: Ekip
+      inbox: Gelen Kutusu
+      labels: Etiketler
+      conversation_link: Link to the Conversation
+      breached_events: Breached Events
     default_group_by: gün
     csat:
       headers:
@@ -106,6 +118,9 @@ tr:
       conversation_assignment: "A conversation (#%{display_id}) has been assigned to you"
       assigned_conversation_new_message: "A new message is created in conversation (#%{display_id})"
       conversation_mention: "You have been mentioned in conversation (#%{display_id})"
+      sla_missed_first_response: "SLA target first response missed for conversation (#%{display_id})"
+      sla_missed_next_response: "SLA target next response missed for conversation (#%{display_id})"
+      sla_missed_resolution: "SLA target resolution missed for conversation (#%{display_id})"
     attachment: "Attachment"
     no_content: "No content"
   conversations:
@@ -139,6 +154,9 @@ tr:
       labels:
         added: "%{user_name}, %{labels} ekledi"
         removed: "%{user_name}, %{labels} kaldırdı"
+      sla:
+        added: "%{user_name} added SLA policy %{sla_name}"
+        removed: "%{user_name} removed SLA policy %{sla_name}"
       muted: "%{user_name}, sohbeti sessize aldı"
       unmuted: "%{user_name} konuşmanın sesini açtı"
     templates:
diff --git a/config/locales/uk.yml b/config/locales/uk.yml
index 55acdec3a..09e668b8f 100644
--- a/config/locales/uk.yml
+++ b/config/locales/uk.yml
@@ -63,6 +63,9 @@ uk:
         name: не повинно починатись або закінчуватися символами, і він не повинен мати < > / \ @ символів.
     custom_filters:
       number_of_records: Limit reached. The maximum number of allowed custom filters for a user per account is 50.
+      invalid_attribute: Invalid attribute key - [%{key}]. The key should be one of [%{allowed_keys}] or a custom attribute defined in the account.
+      invalid_operator: Invalid operator. The allowed operators for %{attribute_name} are [%{allowed_keys}].
+      invalid_value: Invalid value. The values provided for %{attribute_name} are invalid
   reports:
     period: Період звіту %{since} до %{until}
     utc_warning: Звіт створено в часовій зоні UTC
@@ -89,6 +92,15 @@ uk:
       avg_resolution_time: Avg resolution time
     conversation_traffic_csv:
       timezone: Timezone
+    sla_csv:
+      conversation_id: ID бесіди
+      sla_policy_breached: SLA Policy
+      assignee: Assignee
+      team: Команда
+      inbox: Вхідні
+      labels: Мітки
+      conversation_link: Link to the Conversation
+      breached_events: Breached Events
     default_group_by: день
     csat:
       headers:
@@ -106,6 +118,9 @@ uk:
       conversation_assignment: "A conversation (#%{display_id}) has been assigned to you"
       assigned_conversation_new_message: "A new message is created in conversation (#%{display_id})"
       conversation_mention: "You have been mentioned in conversation (#%{display_id})"
+      sla_missed_first_response: "SLA target first response missed for conversation (#%{display_id})"
+      sla_missed_next_response: "SLA target next response missed for conversation (#%{display_id})"
+      sla_missed_resolution: "SLA target resolution missed for conversation (#%{display_id})"
     attachment: "Attachment"
     no_content: "No content"
   conversations:
@@ -139,6 +154,9 @@ uk:
       labels:
         added: "%{user_name} додав %{labels}"
         removed: "%{user_name} видалив %{labels}"
+      sla:
+        added: "%{user_name} added SLA policy %{sla_name}"
+        removed: "%{user_name} removed SLA policy %{sla_name}"
       muted: "%{user_name} включив безвучний режим"
       unmuted: "%{user_name} виключив безвучний режим"
     templates:
diff --git a/config/locales/ur.yml b/config/locales/ur.yml
index 2309d4725..27605e611 100644
--- a/config/locales/ur.yml
+++ b/config/locales/ur.yml
@@ -63,6 +63,9 @@ ur:
         name: should not start or end with symbols, and it should not have < > / \ @ characters.
     custom_filters:
       number_of_records: Limit reached. The maximum number of allowed custom filters for a user per account is 50.
+      invalid_attribute: Invalid attribute key - [%{key}]. The key should be one of [%{allowed_keys}] or a custom attribute defined in the account.
+      invalid_operator: Invalid operator. The allowed operators for %{attribute_name} are [%{allowed_keys}].
+      invalid_value: Invalid value. The values provided for %{attribute_name} are invalid
   reports:
     period: Reporting period %{since} to %{until}
     utc_warning: The report generated is in UTC timezone
@@ -89,6 +92,15 @@ ur:
       avg_resolution_time: Avg resolution time
     conversation_traffic_csv:
       timezone: Timezone
+    sla_csv:
+      conversation_id: Conversation ID
+      sla_policy_breached: SLA Policy
+      assignee: Assignee
+      team: Team
+      inbox: ان باکس
+      labels: Labels
+      conversation_link: Link to the Conversation
+      breached_events: Breached Events
     default_group_by: day
     csat:
       headers:
@@ -106,6 +118,9 @@ ur:
       conversation_assignment: "A conversation (#%{display_id}) has been assigned to you"
       assigned_conversation_new_message: "A new message is created in conversation (#%{display_id})"
       conversation_mention: "You have been mentioned in conversation (#%{display_id})"
+      sla_missed_first_response: "SLA target first response missed for conversation (#%{display_id})"
+      sla_missed_next_response: "SLA target next response missed for conversation (#%{display_id})"
+      sla_missed_resolution: "SLA target resolution missed for conversation (#%{display_id})"
     attachment: "Attachment"
     no_content: "No content"
   conversations:
@@ -139,6 +154,9 @@ ur:
       labels:
         added: "%{user_name} added %{labels}"
         removed: "%{user_name} removed %{labels}"
+      sla:
+        added: "%{user_name} added SLA policy %{sla_name}"
+        removed: "%{user_name} removed SLA policy %{sla_name}"
       muted: "%{user_name} has muted the conversation"
       unmuted: "%{user_name} has unmuted the conversation"
     templates:
diff --git a/config/locales/ur_IN.yml b/config/locales/ur_IN.yml
index 8c0463689..ad6bc17b0 100644
--- a/config/locales/ur_IN.yml
+++ b/config/locales/ur_IN.yml
@@ -63,6 +63,9 @@ ur:
         name: should not start or end with symbols, and it should not have < > / \ @ characters.
     custom_filters:
       number_of_records: Limit reached. The maximum number of allowed custom filters for a user per account is 50.
+      invalid_attribute: Invalid attribute key - [%{key}]. The key should be one of [%{allowed_keys}] or a custom attribute defined in the account.
+      invalid_operator: Invalid operator. The allowed operators for %{attribute_name} are [%{allowed_keys}].
+      invalid_value: Invalid value. The values provided for %{attribute_name} are invalid
   reports:
     period: Reporting period %{since} to %{until}
     utc_warning: The report generated is in UTC timezone
@@ -89,6 +92,15 @@ ur:
       avg_resolution_time: Avg resolution time
     conversation_traffic_csv:
       timezone: Timezone
+    sla_csv:
+      conversation_id: Conversation ID
+      sla_policy_breached: SLA Policy
+      assignee: Assignee
+      team: Team
+      inbox: Inbox
+      labels: Labels
+      conversation_link: Link to the Conversation
+      breached_events: Breached Events
     default_group_by: day
     csat:
       headers:
@@ -106,6 +118,9 @@ ur:
       conversation_assignment: "A conversation (#%{display_id}) has been assigned to you"
       assigned_conversation_new_message: "A new message is created in conversation (#%{display_id})"
       conversation_mention: "You have been mentioned in conversation (#%{display_id})"
+      sla_missed_first_response: "SLA target first response missed for conversation (#%{display_id})"
+      sla_missed_next_response: "SLA target next response missed for conversation (#%{display_id})"
+      sla_missed_resolution: "SLA target resolution missed for conversation (#%{display_id})"
     attachment: "Attachment"
     no_content: "No content"
   conversations:
@@ -139,6 +154,9 @@ ur:
       labels:
         added: "%{user_name} added %{labels}"
         removed: "%{user_name} removed %{labels}"
+      sla:
+        added: "%{user_name} added SLA policy %{sla_name}"
+        removed: "%{user_name} removed SLA policy %{sla_name}"
       muted: "%{user_name} has muted the conversation"
       unmuted: "%{user_name} has unmuted the conversation"
     templates:
diff --git a/config/locales/vi.yml b/config/locales/vi.yml
index bcb9502a6..a5d1fb4d0 100644
--- a/config/locales/vi.yml
+++ b/config/locales/vi.yml
@@ -63,6 +63,9 @@ vi:
         name: không nên bắt đầu hoặc kết thúc bằng các ký hiệu và không nên có kí tự < > / \ @.
     custom_filters:
       number_of_records: Đã đạt giới hạn. Số lượng tuỳ chọn lọc tối đa cho mỗi mỗi người dùng mỗi tài khoản là 50.
+      invalid_attribute: Invalid attribute key - [%{key}]. The key should be one of [%{allowed_keys}] or a custom attribute defined in the account.
+      invalid_operator: Invalid operator. The allowed operators for %{attribute_name} are [%{allowed_keys}].
+      invalid_value: Invalid value. The values provided for %{attribute_name} are invalid
   reports:
     period: Thời gian báo cáo từ %{since} đến %{until}
     utc_warning: Báo cáo đã được tạo với múi giờ UTC
@@ -89,6 +92,15 @@ vi:
       avg_resolution_time: Avg resolution time
     conversation_traffic_csv:
       timezone: Múi giờ
+    sla_csv:
+      conversation_id: Conversation ID
+      sla_policy_breached: SLA Policy
+      assignee: Assignee
+      team: Nhóm
+      inbox: Hộp thư đến
+      labels: Nhãn
+      conversation_link: Link to the Conversation
+      breached_events: Breached Events
     default_group_by: ngày
     csat:
       headers:
@@ -106,6 +118,9 @@ vi:
       conversation_assignment: "A conversation (#%{display_id}) has been assigned to you"
       assigned_conversation_new_message: "A new message is created in conversation (#%{display_id})"
       conversation_mention: "You have been mentioned in conversation (#%{display_id})"
+      sla_missed_first_response: "SLA target first response missed for conversation (#%{display_id})"
+      sla_missed_next_response: "SLA target next response missed for conversation (#%{display_id})"
+      sla_missed_resolution: "SLA target resolution missed for conversation (#%{display_id})"
     attachment: "Attachment"
     no_content: "No content"
   conversations:
@@ -139,6 +154,9 @@ vi:
       labels:
         added: "%{user_name} thêm %{labels}"
         removed: "%{user_name} xoá %{labels}"
+      sla:
+        added: "%{user_name} added SLA policy %{sla_name}"
+        removed: "%{user_name} removed SLA policy %{sla_name}"
       muted: "%{user_name} đã tắt tiếng hội thoại"
       unmuted: "%{user_name} đã bật tiếng cuộc trò chuyện"
     templates:
diff --git a/config/locales/zh_CN.yml b/config/locales/zh_CN.yml
index 1e84f6bd9..8673eca3c 100644
--- a/config/locales/zh_CN.yml
+++ b/config/locales/zh_CN.yml
@@ -63,6 +63,9 @@ zh_CN:
         name: 不应该以符号开头或结尾，它不应该有 < > / \ @ 字符。
     custom_filters:
       number_of_records: 已达到上限。每个帐户允许用户自定义过滤器的最大数目为50个。
+      invalid_attribute: Invalid attribute key - [%{key}]. The key should be one of [%{allowed_keys}] or a custom attribute defined in the account.
+      invalid_operator: Invalid operator. The allowed operators for %{attribute_name} are [%{allowed_keys}].
+      invalid_value: Invalid value. The values provided for %{attribute_name} are invalid
   reports:
     period: Reporting period %{since} to %{until}
     utc_warning: 生成的报表在 UTC 时区
@@ -89,6 +92,15 @@ zh_CN:
       avg_resolution_time: Avg resolution time
     conversation_traffic_csv:
       timezone: 时区
+    sla_csv:
+      conversation_id: Conversation ID
+      sla_policy_breached: SLA Policy
+      assignee: Assignee
+      team: Team
+      inbox: 收件箱
+      labels: 标签
+      conversation_link: Link to the Conversation
+      breached_events: Breached Events
     default_group_by: 天
     csat:
       headers:
@@ -106,6 +118,9 @@ zh_CN:
       conversation_assignment: "A conversation (#%{display_id}) has been assigned to you"
       assigned_conversation_new_message: "A new message is created in conversation (#%{display_id})"
       conversation_mention: "You have been mentioned in conversation (#%{display_id})"
+      sla_missed_first_response: "SLA target first response missed for conversation (#%{display_id})"
+      sla_missed_next_response: "SLA target next response missed for conversation (#%{display_id})"
+      sla_missed_resolution: "SLA target resolution missed for conversation (#%{display_id})"
     attachment: "Attachment"
     no_content: "No content"
   conversations:
@@ -139,6 +154,9 @@ zh_CN:
       labels:
         added: "%{user_name} 添加 %{labels}"
         removed: "%{user_name} 移除 %{labels}"
+      sla:
+        added: "%{user_name} added SLA policy %{sla_name}"
+        removed: "%{user_name} removed SLA policy %{sla_name}"
       muted: "%{user_name} 已将会话静音"
       unmuted: "%{user_name} 已将会话取消静音"
     templates:
diff --git a/config/locales/zh_TW.yml b/config/locales/zh_TW.yml
index 8bfb88181..79940416f 100644
--- a/config/locales/zh_TW.yml
+++ b/config/locales/zh_TW.yml
@@ -63,6 +63,9 @@ zh_TW:
         name: should not start or end with symbols, and it should not have < > / \ @ characters.
     custom_filters:
       number_of_records: Limit reached. The maximum number of allowed custom filters for a user per account is 50.
+      invalid_attribute: Invalid attribute key - [%{key}]. The key should be one of [%{allowed_keys}] or a custom attribute defined in the account.
+      invalid_operator: Invalid operator. The allowed operators for %{attribute_name} are [%{allowed_keys}].
+      invalid_value: Invalid value. The values provided for %{attribute_name} are invalid
   reports:
     period: Reporting period %{since} to %{until}
     utc_warning: The report generated is in UTC timezone
@@ -89,6 +92,15 @@ zh_TW:
       avg_resolution_time: Avg resolution time
     conversation_traffic_csv:
       timezone: Timezone
+    sla_csv:
+      conversation_id: Conversation ID
+      sla_policy_breached: SLA Policy
+      assignee: Assignee
+      team: Team
+      inbox: 收件匣
+      labels: 標籤
+      conversation_link: Link to the Conversation
+      breached_events: Breached Events
     default_group_by: day
     csat:
       headers:
@@ -106,6 +118,9 @@ zh_TW:
       conversation_assignment: "A conversation (#%{display_id}) has been assigned to you"
       assigned_conversation_new_message: "A new message is created in conversation (#%{display_id})"
       conversation_mention: "You have been mentioned in conversation (#%{display_id})"
+      sla_missed_first_response: "SLA target first response missed for conversation (#%{display_id})"
+      sla_missed_next_response: "SLA target next response missed for conversation (#%{display_id})"
+      sla_missed_resolution: "SLA target resolution missed for conversation (#%{display_id})"
     attachment: "Attachment"
     no_content: "No content"
   conversations:
@@ -139,6 +154,9 @@ zh_TW:
       labels:
         added: "%{user_name} 新增了 %{labels}"
         removed: "%{user_name} 移除了 %{labels}"
+      sla:
+        added: "%{user_name} added SLA policy %{sla_name}"
+        removed: "%{user_name} removed SLA policy %{sla_name}"
       muted: "%{user_name} 已將對話靜音"
       unmuted: "%{user_name} 將對話解除靜音"
     templates:
diff --git a/config/routes.rb b/config/routes.rb
index cfa14c854..d002bd142 100644
--- a/config/routes.rb
+++ b/config/routes.rb
@@ -144,6 +144,12 @@ Rails.application.routes.draw do
               get :download
             end
           end
+          resources :applied_slas, only: [:index] do
+            collection do
+              get :metrics
+              get :download
+            end
+          end
           resources :custom_attribute_definitions, only: [:index, :show, :create, :update, :destroy]
           resources :custom_filters, only: [:index, :show, :create, :update, :destroy]
           resources :inboxes, only: [:index, :show, :create, :update, :destroy] do
diff --git a/db/migrate/20240319062553_create_sla_events.rb b/db/migrate/20240319062553_create_sla_events.rb
new file mode 100644
index 000000000..a6f1a5de2
--- /dev/null
+++ b/db/migrate/20240319062553_create_sla_events.rb
@@ -0,0 +1,16 @@
+class CreateSlaEvents < ActiveRecord::Migration[7.0]
+  def change
+    create_table :sla_events do |t|
+      t.references :applied_sla, null: false
+      t.references :conversation, null: false
+      t.references :account, null: false
+      t.references :sla_policy, null: false
+      t.references :inbox, null: false
+
+      t.integer :event_type
+      t.jsonb :meta, default: {}
+
+      t.timestamps
+    end
+  end
+end
diff --git a/db/migrate/20240322071629_convert_cached_label_list_to_text.rb b/db/migrate/20240322071629_convert_cached_label_list_to_text.rb
new file mode 100644
index 000000000..91dfb428a
--- /dev/null
+++ b/db/migrate/20240322071629_convert_cached_label_list_to_text.rb
@@ -0,0 +1,32 @@
+class ConvertCachedLabelListToText < ActiveRecord::Migration[7.0]
+  def up
+    change_column :conversations, :cached_label_list, :text
+  end
+
+  def down
+    # This might cause data loss if the text is longer than 255 characters
+    # lets start by truncating the data to 255 characters
+    Conversation.where('LENGTH(cached_label_list) > 255').find_in_batches do |conversation_batch|
+      Conversation.transaction do
+        conversation_batch.each do |conversation|
+          conversation.update!(cached_label_list: truncate_list(conversation.cached_label_list))
+        end
+      end
+    end
+
+    change_column :conversations, :cached_label_list, :string
+  end
+
+  private
+
+  # Truncate the list to 255 characters or less
+  # by removing the last element until the length is less than 255
+  def truncate_list(label_list)
+    labels = label_list.split(',')
+
+    # we add the `labels.length - 1` to account for the commas
+    labels.pop while (labels.join(',').length + labels.length - 1) > 255
+
+    labels.join(',')
+  end
+end
diff --git a/db/migrate/20240415210313_add_channel_web_widget_to_portals.rb b/db/migrate/20240415210313_add_channel_web_widget_to_portals.rb
new file mode 100644
index 000000000..4c01fc5b4
--- /dev/null
+++ b/db/migrate/20240415210313_add_channel_web_widget_to_portals.rb
@@ -0,0 +1,6 @@
+class AddChannelWebWidgetToPortals < ActiveRecord::Migration[7.0]
+  def change
+    add_column :portals, :channel_web_widget_id, :bigint
+    add_index :portals, :channel_web_widget_id
+  end
+end
diff --git a/db/schema.rb b/db/schema.rb
index d0499cb7b..1282c6e5e 100644
--- a/db/schema.rb
+++ b/db/schema.rb
@@ -10,7 +10,7 @@
 #
 # It's strongly recommended that you check this file into your version control system.
 
-ActiveRecord::Schema[7.0].define(version: 2024_03_06_201954) do
+ActiveRecord::Schema[7.0].define(version: 2024_04_15_210313) do
   # These are extensions that must be enabled in order to support this database
   enable_extension "pg_stat_statements"
   enable_extension "pg_trgm"
@@ -472,7 +472,7 @@ ActiveRecord::Schema[7.0].define(version: 2024_03_06_201954) do
     t.integer "priority"
     t.bigint "sla_policy_id"
     t.datetime "waiting_since"
-    t.string "cached_label_list"
+    t.text "cached_label_list"
     t.index ["account_id", "display_id"], name: "index_conversations_on_account_id_and_display_id", unique: true
     t.index ["account_id", "id"], name: "index_conversations_on_id_and_account_id"
     t.index ["account_id", "inbox_id", "status", "assignee_id"], name: "conv_acid_inbid_stat_asgnid_idx"
@@ -800,6 +800,8 @@ ActiveRecord::Schema[7.0].define(version: 2024_03_06_201954) do
     t.datetime "updated_at", null: false
     t.jsonb "config", default: {"allowed_locales"=>["en"]}
     t.boolean "archived", default: false
+    t.bigint "channel_web_widget_id"
+    t.index ["channel_web_widget_id"], name: "index_portals_on_channel_web_widget_id"
     t.index ["custom_domain"], name: "index_portals_on_custom_domain", unique: true
     t.index ["slug"], name: "index_portals_on_slug", unique: true
   end
@@ -842,6 +844,23 @@ ActiveRecord::Schema[7.0].define(version: 2024_03_06_201954) do
     t.index ["user_id"], name: "index_reporting_events_on_user_id"
   end
 
+  create_table "sla_events", force: :cascade do |t|
+    t.bigint "applied_sla_id", null: false
+    t.bigint "conversation_id", null: false
+    t.bigint "account_id", null: false
+    t.bigint "sla_policy_id", null: false
+    t.bigint "inbox_id", null: false
+    t.integer "event_type"
+    t.jsonb "meta", default: {}
+    t.datetime "created_at", null: false
+    t.datetime "updated_at", null: false
+    t.index ["account_id"], name: "index_sla_events_on_account_id"
+    t.index ["applied_sla_id"], name: "index_sla_events_on_applied_sla_id"
+    t.index ["conversation_id"], name: "index_sla_events_on_conversation_id"
+    t.index ["inbox_id"], name: "index_sla_events_on_inbox_id"
+    t.index ["sla_policy_id"], name: "index_sla_events_on_sla_policy_id"
+  end
+
   create_table "sla_policies", force: :cascade do |t|
     t.string "name", null: false
     t.float "first_response_time_threshold"
diff --git a/enterprise/app/controllers/api/v1/accounts/applied_slas_controller.rb b/enterprise/app/controllers/api/v1/accounts/applied_slas_controller.rb
new file mode 100644
index 000000000..e195686a3
--- /dev/null
+++ b/enterprise/app/controllers/api/v1/accounts/applied_slas_controller.rb
@@ -0,0 +1,70 @@
+class Api::V1::Accounts::AppliedSlasController < Api::V1::Accounts::EnterpriseAccountsController
+  include Sift
+  include DateRangeHelper
+
+  RESULTS_PER_PAGE = 25
+
+  before_action :set_applied_slas, only: [:index, :metrics, :download]
+  before_action :set_current_page, only: [:index]
+  before_action :check_admin_authorization?
+
+  sort_on :created_at, type: :datetime
+
+  def index
+    @count = number_of_sla_misses
+    @applied_slas = @missed_applied_slas.page(@current_page).per(RESULTS_PER_PAGE)
+  end
+
+  def metrics
+    @total_applied_slas = total_applied_slas
+    @number_of_sla_misses = number_of_sla_misses
+    @hit_rate = hit_rate
+  end
+
+  def download
+    @missed_applied_slas = missed_applied_slas
+    response.headers['Content-Type'] = 'text/csv'
+    response.headers['Content-Disposition'] = 'attachment; filename=breached_conversation.csv'
+    render layout: false, formats: [:csv]
+  end
+
+  private
+
+  def total_applied_slas
+    @total_applied_slas ||= @applied_slas.count
+  end
+
+  def number_of_sla_misses
+    @number_of_sla_misses ||= missed_applied_slas.count
+  end
+
+  def hit_rate
+    number_of_sla_misses.zero? ? '100%' : "#{hit_rate_percentage}%"
+  end
+
+  def hit_rate_percentage
+    ((total_applied_slas - number_of_sla_misses) / total_applied_slas.to_f * 100).round(2)
+  end
+
+  def set_applied_slas
+    initial_query = Current.account.applied_slas.includes(:conversation)
+    @applied_slas = apply_filters(initial_query)
+  end
+
+  def apply_filters(query)
+    query.filter_by_date_range(range)
+         .filter_by_inbox_id(params[:inbox_id])
+         .filter_by_team_id(params[:team_id])
+         .filter_by_sla_policy_id(params[:sla_policy_id])
+         .filter_by_label_list(params[:label_list])
+         .filter_by_assigned_agent_id(params[:assigned_agent_id])
+  end
+
+  def missed_applied_slas
+    @missed_applied_slas ||= @applied_slas.missed
+  end
+
+  def set_current_page
+    @current_page = params[:page] || 1
+  end
+end
diff --git a/enterprise/app/controllers/api/v1/accounts/enterprise_accounts_controller.rb b/enterprise/app/controllers/api/v1/accounts/enterprise_accounts_controller.rb
index f3028721c..32182d798 100644
--- a/enterprise/app/controllers/api/v1/accounts/enterprise_accounts_controller.rb
+++ b/enterprise/app/controllers/api/v1/accounts/enterprise_accounts_controller.rb
@@ -1,8 +1,2 @@
 class Api::V1::Accounts::EnterpriseAccountsController < Api::V1::Accounts::BaseController
-  before_action :prepend_view_paths
-
-  # Prepend the view path to the enterprise/app/views won't be available by default
-  def prepend_view_paths
-    prepend_view_path 'enterprise/app/views/'
-  end
 end
diff --git a/enterprise/app/controllers/enterprise/concerns/application_controller_concern.rb b/enterprise/app/controllers/enterprise/concerns/application_controller_concern.rb
new file mode 100644
index 000000000..a44a0eceb
--- /dev/null
+++ b/enterprise/app/controllers/enterprise/concerns/application_controller_concern.rb
@@ -0,0 +1,12 @@
+module Enterprise::Concerns::ApplicationControllerConcern
+  extend ActiveSupport::Concern
+
+  included do
+    before_action :prepend_view_paths
+  end
+
+  # Prepend the view path to the enterprise/app/views won't be available by default
+  def prepend_view_paths
+    prepend_view_path 'enterprise/app/views/'
+  end
+end
diff --git a/enterprise/app/controllers/enterprise/public/api/v1/portals/articles_controller.rb b/enterprise/app/controllers/enterprise/public/api/v1/portals/articles_controller.rb
new file mode 100644
index 000000000..ec305bfd1
--- /dev/null
+++ b/enterprise/app/controllers/enterprise/public/api/v1/portals/articles_controller.rb
@@ -0,0 +1,11 @@
+module Enterprise::Public::Api::V1::Portals::ArticlesController
+  private
+
+  def search_articles
+    if @portal.account.feature_enabled?('help_center_embedding_search')
+      @articles = @articles.vector_search(list_params) if list_params.present?
+    else
+      super
+    end
+  end
+end
diff --git a/enterprise/app/drops/sla_policy_drop.rb b/enterprise/app/drops/sla_policy_drop.rb
new file mode 100644
index 000000000..ea9fbe34d
--- /dev/null
+++ b/enterprise/app/drops/sla_policy_drop.rb
@@ -0,0 +1,9 @@
+class SlaPolicyDrop < BaseDrop
+  def name
+    @obj.try(:name)
+  end
+
+  def description
+    @obj.try(:description)
+  end
+end
diff --git a/enterprise/app/finders/enterprise/conversation_finder.rb b/enterprise/app/finders/enterprise/conversation_finder.rb
new file mode 100644
index 000000000..24e6b493d
--- /dev/null
+++ b/enterprise/app/finders/enterprise/conversation_finder.rb
@@ -0,0 +1,5 @@
+module Enterprise::ConversationFinder
+  def conversations_base_query
+    current_account.feature_enabled?('sla') ? super.includes(:applied_sla, :sla_events) : super
+  end
+end
diff --git a/enterprise/app/jobs/portal/article_indexing_job.rb b/enterprise/app/jobs/portal/article_indexing_job.rb
new file mode 100644
index 000000000..6d5eb9a75
--- /dev/null
+++ b/enterprise/app/jobs/portal/article_indexing_job.rb
@@ -0,0 +1,7 @@
+class Portal::ArticleIndexingJob < ApplicationJob
+  queue_as :low
+
+  def perform(article)
+    article.generate_and_save_article_seach_terms
+  end
+end
diff --git a/enterprise/app/jobs/sla/process_account_applied_slas_job.rb b/enterprise/app/jobs/sla/process_account_applied_slas_job.rb
index 153749267..d8786565c 100644
--- a/enterprise/app/jobs/sla/process_account_applied_slas_job.rb
+++ b/enterprise/app/jobs/sla/process_account_applied_slas_job.rb
@@ -2,7 +2,7 @@ class Sla::ProcessAccountAppliedSlasJob < ApplicationJob
   queue_as :medium
 
   def perform(account)
-    account.applied_slas.where(sla_status: 'active').each do |applied_sla|
+    account.applied_slas.where(sla_status: %w[active active_with_misses]).each do |applied_sla|
       Sla::ProcessAppliedSlaJob.perform_later(applied_sla)
     end
   end
diff --git a/enterprise/app/mailers/enterprise/agent_notifications/conversation_notifications_mailer.rb b/enterprise/app/mailers/enterprise/agent_notifications/conversation_notifications_mailer.rb
new file mode 100644
index 000000000..8b153377d
--- /dev/null
+++ b/enterprise/app/mailers/enterprise/agent_notifications/conversation_notifications_mailer.rb
@@ -0,0 +1,38 @@
+module Enterprise::AgentNotifications::ConversationNotificationsMailer
+  def sla_missed_first_response(conversation, agent, sla_policy)
+    return unless smtp_config_set_or_development?
+
+    @agent = agent
+    @conversation = conversation
+    @sla_policy = sla_policy
+    subject = "Conversation [ID - #{@conversation.display_id}] missed SLA for first response"
+    @action_url = app_account_conversation_url(account_id: @conversation.account_id, id: @conversation.display_id)
+    send_mail_with_liquid(to: @agent.email, subject: subject) and return
+  end
+
+  def sla_missed_next_response(conversation, agent, sla_policy)
+    return unless smtp_config_set_or_development?
+
+    @agent = agent
+    @conversation = conversation
+    @sla_policy = sla_policy
+    @action_url = app_account_conversation_url(account_id: @conversation.account_id, id: @conversation.display_id)
+    send_mail_with_liquid(to: @agent.email, subject: "Conversation [ID - #{@conversation.display_id}] missed SLA for next response") and return
+  end
+
+  def sla_missed_resolution(conversation, agent, sla_policy)
+    return unless smtp_config_set_or_development?
+
+    @agent = agent
+    @conversation = conversation
+    @sla_policy = sla_policy
+    @action_url = app_account_conversation_url(account_id: @conversation.account_id, id: @conversation.display_id)
+    send_mail_with_liquid(to: @agent.email, subject: "Conversation [ID - #{@conversation.display_id}] missed SLA for resolution time") and return
+  end
+
+  def liquid_droppables
+    super.merge({
+                  sla_policy: @sla_policy
+                })
+  end
+end
diff --git a/enterprise/app/models/applied_sla.rb b/enterprise/app/models/applied_sla.rb
index 48fd852e4..6adeee036 100644
--- a/enterprise/app/models/applied_sla.rb
+++ b/enterprise/app/models/applied_sla.rb
@@ -22,13 +22,55 @@ class AppliedSla < ApplicationRecord
   belongs_to :sla_policy
   belongs_to :conversation
 
+  has_many :sla_events, dependent: :destroy
+
   validates :account_id, uniqueness: { scope: %i[sla_policy_id conversation_id] }
   before_validation :ensure_account_id
 
-  enum sla_status: { active: 0, hit: 1, missed: 2 }
+  enum sla_status: { active: 0, hit: 1, missed: 2, active_with_misses: 3 }
+
+  scope :filter_by_date_range, ->(range) { where(created_at: range) if range.present? }
+  scope :filter_by_inbox_id, ->(inbox_id) { joins(:conversation).where(conversations: { inbox_id: inbox_id }) if inbox_id.present? }
+  scope :filter_by_team_id, ->(team_id) { joins(:conversation).where(conversations: { team_id: team_id }) if team_id.present? }
+  scope :filter_by_sla_policy_id, ->(sla_policy_id) { where(sla_policy_id: sla_policy_id) if sla_policy_id.present? }
+  scope :filter_by_label_list, lambda { |label_list|
+                                 joins(:conversation).where('conversations.cached_label_list LIKE ?', "%#{label_list}%") if label_list.present?
+                               }
+  scope :filter_by_assigned_agent_id, lambda { |assigned_agent_id|
+                                        joins(:conversation).where(conversations: { assignee_id: assigned_agent_id }) if assigned_agent_id.present?
+                                      }
+  scope :missed, -> { where(sla_status: %i[missed active_with_misses]) }
+
+  after_update_commit :push_conversation_event
+
+  def push_event_data
+    {
+      id: id,
+      sla_id: sla_policy_id,
+      sla_status: sla_status,
+      created_at: created_at.to_i,
+      updated_at: updated_at.to_i,
+      sla_description: sla_policy.description,
+      sla_name: sla_policy.name,
+      sla_first_response_time_threshold: sla_policy.first_response_time_threshold,
+      sla_next_response_time_threshold: sla_policy.next_response_time_threshold,
+      sla_only_during_business_hours: sla_policy.only_during_business_hours,
+      sla_resolution_time_threshold: sla_policy.resolution_time_threshold
+    }
+  end
 
   private
 
+  def push_conversation_event
+    # right now we simply use `CONVERSATION_UPDATED` event to notify the frontend
+    # we can eventually start using `CONVERSATION_SLA_UPDATED` event as required later
+    # for now the updated event should suffice
+
+    return unless saved_change_to_sla_status?
+
+    conversation.dispatch_conversation_updated_event
+  end
+
   def ensure_account_id
     self.account_id ||= sla_policy&.account_id
   end
diff --git a/enterprise/app/models/article_embedding.rb b/enterprise/app/models/article_embedding.rb
new file mode 100644
index 000000000..cc339e304
--- /dev/null
+++ b/enterprise/app/models/article_embedding.rb
@@ -0,0 +1,23 @@
+# == Schema Information
+#
+# Table name: article_embeddings
+#
+#  id         :bigint           not null, primary key
+#  embedding  :vector(1536)
+#  term       :text             not null
+#  created_at :datetime         not null
+#  updated_at :datetime         not null
+#  article_id :bigint           not null
+#
+class ArticleEmbedding < ApplicationRecord
+  belongs_to :article
+  has_neighbors :embedding, normalize: true
+
+  before_save :update_response_embedding
+
+  private
+
+  def update_response_embedding
+    self.embedding = Openai::EmbeddingsService.new.get_embedding(term, 'text-embedding-3-small')
+  end
+end
diff --git a/enterprise/app/models/enterprise/application_record.rb b/enterprise/app/models/enterprise/application_record.rb
new file mode 100644
index 000000000..a05f60767
--- /dev/null
+++ b/enterprise/app/models/enterprise/application_record.rb
@@ -0,0 +1,5 @@
+module Enterprise::ApplicationRecord
+  def droppables
+    super + %w[SlaPolicy]
+  end
+end
diff --git a/enterprise/app/models/enterprise/concerns/article.rb b/enterprise/app/models/enterprise/concerns/article.rb
new file mode 100644
index 000000000..e230a3a28
--- /dev/null
+++ b/enterprise/app/models/enterprise/concerns/article.rb
@@ -0,0 +1,75 @@
+module Enterprise::Concerns::Article
+  extend ActiveSupport::Concern
+
+  included do
+    after_save :add_article_embedding, if: -> { saved_change_to_title? || saved_change_to_description? || saved_change_to_content? }
+
+    def self.add_article_embedding_association
+      has_many :article_embeddings, dependent: :destroy_async
+    end
+
+    add_article_embedding_association if Features::HelpcenterEmbeddingSearchService.new.feature_enabled?
+
+    def self.vector_search(params)
+      embedding = Openai::EmbeddingsService.new.get_embedding(params['query'], 'text-embedding-3-small')
+      records = joins(
+        :category
+      ).search_by_category_slug(
+        params[:category_slug]
+      ).search_by_category_locale(params[:locale]).search_by_author(params[:author_id]).search_by_status(params[:status])
+      filtered_article_ids = records.pluck(:id)
+
+      # Fetch nearest neighbors and their distances, then filter directly
+
+      # experimenting with filtering results based on result threshold
+      # distance_threshold = 0.2
+      # if using add the filter block to the below query
+      # .filter { |ae| ae.neighbor_distance <= distance_threshold }
+
+      article_ids = ArticleEmbedding.where(article_id: filtered_article_ids)
+                                    .nearest_neighbors(:embedding, embedding, distance: 'cosine')
+                                    .limit(5)
+                                    .pluck(:article_id)
+
+      # Fetch the articles by the IDs obtained from the nearest neighbors search
+      where(id: article_ids)
+    end
+  end
+
+  def add_article_embedding
+    return unless account.feature_enabled?('help_center_embedding_search')
+
+    Portal::ArticleIndexingJob.perform_later(self)
+  end
+
+  def generate_and_save_article_seach_terms
+    terms = generate_article_search_terms
+    article_embeddings.destroy_all
+    terms.each { |term| article_embeddings.create!(term: term) }
+  end
+
+  def article_to_search_terms_prompt
+    <<~SYSTEM_PROMPT_MESSAGE
+      For the provided article content, generate potential search query keywords and snippets that can be used to generate the embeddings.
+      Ensure the search terms are as diverse as possible but capture the essence of the article and are super related to the articles.
+      Don't return any terms if there aren't any terms of relevance.
+      Always return results in valid JSON of the following format
+      {
+        "search_terms": []
+      }
+    SYSTEM_PROMPT_MESSAGE
+  end
+
+  def generate_article_search_terms
+    messages = [
+      { role: 'system', content: article_to_search_terms_prompt },
+      { role: 'user', content: "title: #{title} \n description: #{description} \n content: #{content}" }
+    ]
+    headers = { 'Content-Type' => 'application/json', 'Authorization' => "Bearer #{ENV.fetch('OPENAI_API_KEY', nil)}" }
+    body = { model: 'gpt-4-turbo', messages: messages, response_format: { type: 'json_object' } }.to_json
+    Rails.logger.info "Requesting Chat GPT with body: #{body}"
+    response = HTTParty.post('https://api.openai.com/v1/chat/completions', headers: headers, body: body)
+    Rails.logger.info "Chat GPT response: #{response.body}"
+    JSON.parse(response.parsed_response['choices'][0]['message']['content'])['search_terms']
+  end
+end
diff --git a/enterprise/app/models/enterprise/enterprise_conversation_concern.rb b/enterprise/app/models/enterprise/concerns/conversation.rb
similarity index 88%
rename from enterprise/app/models/enterprise/enterprise_conversation_concern.rb
rename to enterprise/app/models/enterprise/concerns/conversation.rb
index 721f069dc..f03d643f4 100644
--- a/enterprise/app/models/enterprise/enterprise_conversation_concern.rb
+++ b/enterprise/app/models/enterprise/concerns/conversation.rb
@@ -1,9 +1,10 @@
-module Enterprise::EnterpriseConversationConcern
+module Enterprise::Concerns::Conversation
   extend ActiveSupport::Concern
 
   included do
     belongs_to :sla_policy, optional: true
-    has_one :applied_sla, dependent: :destroy
+    has_one :applied_sla, dependent: :destroy_async
+    has_many :sla_events, dependent: :destroy_async
     before_validation :validate_sla_policy, if: -> { sla_policy_id_changed? }
     around_save :ensure_applied_sla_is_created, if: -> { sla_policy_id_changed? }
   end
diff --git a/enterprise/app/models/enterprise/conversation.rb b/enterprise/app/models/enterprise/conversation.rb
new file mode 100644
index 000000000..e137c0929
--- /dev/null
+++ b/enterprise/app/models/enterprise/conversation.rb
@@ -0,0 +1,5 @@
+module Enterprise::Conversation
+  def list_of_keys
+    super + %w[sla_policy_id]
+  end
+end
diff --git a/enterprise/app/models/sla_event.rb b/enterprise/app/models/sla_event.rb
new file mode 100644
index 000000000..1ba18f01a
--- /dev/null
+++ b/enterprise/app/models/sla_event.rb
@@ -0,0 +1,87 @@
+# == Schema Information
+#
+# Table name: sla_events
+#
+#  id              :bigint           not null, primary key
+#  event_type      :integer
+#  meta            :jsonb
+#  created_at      :datetime         not null
+#  updated_at      :datetime         not null
+#  account_id      :bigint           not null
+#  applied_sla_id  :bigint           not null
+#  conversation_id :bigint           not null
+#  inbox_id        :bigint           not null
+#  sla_policy_id   :bigint           not null
+#
+# Indexes
+#
+#  index_sla_events_on_account_id       (account_id)
+#  index_sla_events_on_applied_sla_id   (applied_sla_id)
+#  index_sla_events_on_conversation_id  (conversation_id)
+#  index_sla_events_on_inbox_id         (inbox_id)
+#  index_sla_events_on_sla_policy_id    (sla_policy_id)
+#
+class SlaEvent < ApplicationRecord
+  belongs_to :account
+  belongs_to :inbox
+  belongs_to :conversation
+  belongs_to :sla_policy
+  belongs_to :applied_sla
+
+  enum event_type: { frt: 0, nrt: 1, rt: 2 }
+
+  before_validation :ensure_applied_sla_id, :ensure_account_id, :ensure_inbox_id, :ensure_sla_policy_id
+  after_create_commit :create_notifications
+
+  def push_event_data
+    {
+      id: id,
+      event_type: event_type,
+      meta: meta,
+      created_at: created_at.to_i,
+      updated_at: updated_at.to_i
+    }
+  end
+
+  private
+
+  def ensure_applied_sla_id
+    self.applied_sla_id ||= AppliedSla.find_by(conversation_id: conversation_id)&.last&.id
+  end
+
+  def ensure_account_id
+    self.account_id ||= conversation&.account_id
+  end
+
+  def ensure_inbox_id
+    self.inbox_id ||= conversation&.inbox_id
+  end
+
+  def ensure_sla_policy_id
+    self.sla_policy_id ||= applied_sla&.sla_policy_id
+  end
+
+  def create_notifications
+    notify_users = conversation.conversation_participants.map(&:user)
+    # Add all admins from the account to notify list
+    notify_users += account.administrators
+    # Ensure conversation assignee is notified
+    notify_users += [conversation.assignee] if conversation.assignee.present?
+
+    notification_type = {
+      'frt' => 'sla_missed_first_response',
+      'nrt' => 'sla_missed_next_response',
+      'rt' => 'sla_missed_resolution'
+    }[event_type]
+
+    notify_users.uniq.each do |user|
+      NotificationBuilder.new(
+        notification_type: notification_type,
+        user: user,
+        account: account,
+        primary_actor: conversation,
+        secondary_actor: sla_policy
+      ).perform
+    end
+  end
+end
diff --git a/enterprise/app/presenters/enterprise/conversations/event_data_presenter.rb b/enterprise/app/presenters/enterprise/conversations/event_data_presenter.rb
new file mode 100644
index 000000000..9ec0a1875
--- /dev/null
+++ b/enterprise/app/presenters/enterprise/conversations/event_data_presenter.rb
@@ -0,0 +1,13 @@
+module Enterprise::Conversations::EventDataPresenter
+  def push_data
+    if account.feature_enabled?('sla')
+      super.merge(
+        applied_sla: applied_sla&.push_event_data,
+        sla_events: sla_events.map(&:push_event_data),
+        sla_policy_id: sla_policy_id
+      )
+    else
+      super
+    end
+  end
+end
diff --git a/enterprise/app/services/features/base_service.rb b/enterprise/app/services/features/base_service.rb
new file mode 100644
index 000000000..0e0bc9b7b
--- /dev/null
+++ b/enterprise/app/services/features/base_service.rb
@@ -0,0 +1,7 @@
+class Features::BaseService
+  MIGRATION_VERSION = ActiveRecord::Migration[7.0]
+
+  def vector_extension_enabled?
+    ActiveRecord::Base.connection.extension_enabled?('vector')
+  end
+end
diff --git a/enterprise/app/services/features/helpcenter_embedding_search_service.rb b/enterprise/app/services/features/helpcenter_embedding_search_service.rb
new file mode 100644
index 000000000..b0394a583
--- /dev/null
+++ b/enterprise/app/services/features/helpcenter_embedding_search_service.rb
@@ -0,0 +1,42 @@
+# ensure vector extension is enabled via response bot service
+class Features::HelpcenterEmbeddingSearchService < Features::BaseService
+  def enable_in_installation
+    create_tables
+  end
+
+  def disable_in_installation
+    drop_tables
+  end
+
+  def feature_enabled?
+    vector_extension_enabled? && MIGRATION_VERSION.table_exists?(:article_embeddings)
+  end
+
+  def create_tables
+    return unless vector_extension_enabled?
+
+    %i[article_embeddings].each do |table|
+      send("create_#{table}_table")
+    end
+  end
+
+  def drop_tables
+    %i[article_embeddings].each do |table|
+      MIGRATION_VERSION.drop_table table if MIGRATION_VERSION.table_exists?(table)
+    end
+  end
+
+  private
+
+  def create_article_embeddings_table
+    return if MIGRATION_VERSION.table_exists?(:article_embeddings)
+
+    MIGRATION_VERSION.create_table :article_embeddings do |t|
+      t.bigint :article_id, null: false
+      t.text :term, null: false
+      t.vector :embedding, limit: 1536
+      t.timestamps
+    end
+    MIGRATION_VERSION.add_index :article_embeddings, :embedding, using: :ivfflat, opclass: :vector_l2_ops
+  end
+end
diff --git a/enterprise/app/services/features/response_bot_service.rb b/enterprise/app/services/features/response_bot_service.rb
index 9162c085e..a3c5ec1b0 100644
--- a/enterprise/app/services/features/response_bot_service.rb
+++ b/enterprise/app/services/features/response_bot_service.rb
@@ -1,6 +1,4 @@
-class Features::ResponseBotService
-  MIGRATION_VERSION = ActiveRecord::Migration[7.0]
-
+class Features::ResponseBotService < Features::BaseService
   def enable_in_installation
     enable_vector_extension
     create_tables
@@ -21,10 +19,6 @@ class Features::ResponseBotService
     MIGRATION_VERSION.disable_extension 'vector'
   end
 
-  def vector_extension_enabled?
-    ActiveRecord::Base.connection.extension_enabled?('vector')
-  end
-
   def create_tables
     return unless vector_extension_enabled?
 
diff --git a/enterprise/app/services/openai/embeddings_service.rb b/enterprise/app/services/openai/embeddings_service.rb
index b79167203..d12871e98 100644
--- a/enterprise/app/services/openai/embeddings_service.rb
+++ b/enterprise/app/services/openai/embeddings_service.rb
@@ -1,11 +1,11 @@
 class Openai::EmbeddingsService
-  def get_embedding(content)
-    fetch_embeddings(content)
+  def get_embedding(content, model = 'text-embedding-ada-002')
+    fetch_embeddings(content, model)
   end
 
   private
 
-  def fetch_embeddings(input)
+  def fetch_embeddings(input, model)
     url = 'https://api.openai.com/v1/embeddings'
     headers = {
       'Authorization' => "Bearer #{ENV.fetch('OPENAI_API_KEY', '')}",
@@ -13,7 +13,7 @@ class Openai::EmbeddingsService
     }
     data = {
       input: input,
-      model: 'text-embedding-ada-002'
+      model: model
     }
 
     response = Net::HTTP.post(URI(url), data.to_json, headers)
diff --git a/enterprise/app/services/sla/evaluate_applied_sla_service.rb b/enterprise/app/services/sla/evaluate_applied_sla_service.rb
index d6eb9839e..2da350289 100644
--- a/enterprise/app/services/sla/evaluate_applied_sla_service.rb
+++ b/enterprise/app/services/sla/evaluate_applied_sla_service.rb
@@ -7,8 +7,8 @@ class Sla::EvaluateAppliedSlaService
     # We will calculate again in the next iteration
     return unless applied_sla.conversation.resolved?
 
-    # No SLA missed, so marking as hit as conversation is resolved
-    handle_hit_sla(applied_sla) if applied_sla.active?
+    # after conversation is resolved, we will check if the SLA was hit or missed
+    handle_hit_sla(applied_sla)
   end
 
   private
@@ -49,6 +49,15 @@ class Sla::EvaluateAppliedSlaService
     handle_missed_sla(applied_sla, 'nrt')
   end
 
+  def get_last_message_id(conversation)
+    # TODO: refactor the method to fetch last message without reply
+    conversation.messages.where(message_type: :incoming).last&.id
+  end
+
+  def already_missed?(applied_sla, type, meta = {})
+    SlaEvent.exists?(applied_sla: applied_sla, event_type: type, meta: meta)
+  end
+
   def check_resolution_time_threshold(applied_sla, conversation, sla_policy)
     return if conversation.resolved?
 
@@ -58,48 +67,41 @@ class Sla::EvaluateAppliedSlaService
     handle_missed_sla(applied_sla, 'rt')
   end
 
-  def handle_missed_sla(applied_sla, type)
-    return unless applied_sla.active?
+  def handle_missed_sla(applied_sla, type, meta = {})
+    meta = { message_id: get_last_message_id(applied_sla.conversation) } if type == 'nrt'
+    return if already_missed?(applied_sla, type, meta)
 
-    applied_sla.update!(sla_status: 'missed')
-    generate_notifications_for_sla(applied_sla, type)
-    Rails.logger.warn "SLA missed for conversation #{applied_sla.conversation.id} " \
+    create_sla_event(applied_sla, type, meta)
+    Rails.logger.warn "SLA #{type} missed for conversation #{applied_sla.conversation.id} " \
                       "in account #{applied_sla.account_id} " \
                       "for sla_policy #{applied_sla.sla_policy.id}"
+
+    applied_sla.update!(sla_status: 'active_with_misses') if applied_sla.sla_status != 'active_with_misses'
   end
 
   def handle_hit_sla(applied_sla)
-    return unless applied_sla.active?
-
-    applied_sla.update!(sla_status: 'hit')
-    Rails.logger.info "SLA hit for conversation #{applied_sla.conversation.id} " \
-                      "in account #{applied_sla.account_id} " \
-                      "for sla_policy #{applied_sla.sla_policy.id}"
-  end
-
-  def generate_notifications_for_sla(applied_sla, type)
-    notify_users = applied_sla.conversation.conversation_participants.map(&:user)
-    # add all admins from the account to notify list
-    notify_users += applied_sla.account.administrators
-    # ensure conversation assignee is notified
-    notify_users += [applied_sla.conversation.assignee] if applied_sla.conversation.assignee.present?
-
-    notification_type = if type == 'frt'
-                          'sla_missed_first_response'
-                        elsif type == 'nrt'
-                          'sla_missed_next_response'
-                        else
-                          'sla_missed_resolution'
-                        end
-
-    notify_users.uniq.each do |user|
-      NotificationBuilder.new(
-        notification_type: notification_type,
-        user: user,
-        account: applied_sla.account,
-        primary_actor: applied_sla.conversation,
-        secondary_actor: applied_sla.sla_policy
-      ).perform
+    if applied_sla.active?
+      applied_sla.update!(sla_status: 'hit')
+      Rails.logger.info "SLA hit for conversation #{applied_sla.conversation.id} " \
+                        "in account #{applied_sla.account_id} " \
+                        "for sla_policy #{applied_sla.sla_policy.id}"
+    else
+      applied_sla.update!(sla_status: 'missed')
+      Rails.logger.info "SLA missed for conversation #{applied_sla.conversation.id} " \
+                        "in account #{applied_sla.account_id} " \
+                        "for sla_policy #{applied_sla.sla_policy.id}"
     end
   end
+
+  def create_sla_event(applied_sla, event_type, meta = {})
+    SlaEvent.create!(
+      applied_sla: applied_sla,
+      conversation: applied_sla.conversation,
+      event_type: event_type,
+      meta: meta,
+      account: applied_sla.account,
+      inbox: applied_sla.conversation.inbox,
+      sla_policy: applied_sla.sla_policy
+    )
+  end
 end
diff --git a/enterprise/app/views/api/v1/accounts/applied_slas/download.csv.erb b/enterprise/app/views/api/v1/accounts/applied_slas/download.csv.erb
new file mode 100644
index 000000000..9078eff25
--- /dev/null
+++ b/enterprise/app/views/api/v1/accounts/applied_slas/download.csv.erb
@@ -0,0 +1,26 @@
+<% headers = [
+  I18n.t('reports.sla_csv.conversation_id'),
+  I18n.t('reports.sla_csv.sla_policy_breached'),
+  I18n.t('reports.sla_csv.assignee'),
+  I18n.t('reports.sla_csv.team'),
+  I18n.t('reports.sla_csv.inbox'),
+  I18n.t('reports.sla_csv.labels'),
+  I18n.t('reports.sla_csv.conversation_link'),
+  I18n.t('reports.sla_csv.breached_events')
+] %>
+<%= CSV.generate_line headers %>
+
+<% @missed_applied_slas.each do |sla| %>
+  <% missed_events = sla.sla_events.map(&:event_type).join(', ') %>
+  <% conversation = sla.conversation %>
+  <%= CSV.generate_line([
+    conversation.display_id,
+    sla.sla_policy.name,
+    conversation.assignee&.name,
+    conversation.team&.name,
+    conversation.inbox&.name,
+    conversation.cached_label_list,
+    app_account_conversation_url(account_id: conversation.account_id, id: conversation.display_id),
+    missed_events
+  ]) %>
+<% end %>
diff --git a/enterprise/app/views/api/v1/accounts/applied_slas/index.json.jbuilder b/enterprise/app/views/api/v1/accounts/applied_slas/index.json.jbuilder
new file mode 100644
index 000000000..35b723807
--- /dev/null
+++ b/enterprise/app/views/api/v1/accounts/applied_slas/index.json.jbuilder
@@ -0,0 +1,22 @@
+json.payload do
+  json.array! @applied_slas do |applied_sla|
+    json.applied_sla applied_sla.push_event_data
+    json.conversation do
+      conversation = applied_sla.conversation
+      json.id conversation.id
+      json.contact do
+        json.name conversation.contact.name if conversation.contact
+      end
+      json.labels conversation.cached_label_list
+      json.assignee conversation.assignee.push_event_data if conversation.assignee
+    end
+    json.sla_events applied_sla.sla_events do |sla_event|
+      json.partial! 'api/v1/models/sla_event', formats: [:json], sla_event: sla_event
+    end
+  end
+end
+
+json.meta do
+  json.count @count
+  json.current_page @current_page
+end
diff --git a/enterprise/app/views/api/v1/accounts/applied_slas/metrics.json.jbuilder b/enterprise/app/views/api/v1/accounts/applied_slas/metrics.json.jbuilder
new file mode 100644
index 000000000..2752d901a
--- /dev/null
+++ b/enterprise/app/views/api/v1/accounts/applied_slas/metrics.json.jbuilder
@@ -0,0 +1,3 @@
+json.total_applied_slas @total_applied_slas
+json.number_of_sla_misses @number_of_sla_misses
+json.hit_rate @hit_rate
diff --git a/enterprise/app/views/api/v1/models/_applied_sla.json.jbuilder b/enterprise/app/views/api/v1/models/_applied_sla.json.jbuilder
new file mode 100644
index 000000000..e7f1c49fc
--- /dev/null
+++ b/enterprise/app/views/api/v1/models/_applied_sla.json.jbuilder
@@ -0,0 +1,11 @@
+json.id resource.id
+json.sla_id resource.sla_policy_id
+json.sla_status resource.sla_status
+json.created_at resource.created_at.to_i
+json.updated_at resource.updated_at.to_i
+json.sla_description resource.sla_policy.description
+json.sla_name resource.sla_policy.name
+json.sla_first_response_time_threshold resource.sla_policy.first_response_time_threshold
+json.sla_next_response_time_threshold resource.sla_policy.next_response_time_threshold
+json.sla_only_during_business_hours resource.sla_policy.only_during_business_hours
+json.sla_resolution_time_threshold resource.sla_policy.resolution_time_threshold
diff --git a/enterprise/app/views/api/v1/models/_sla_event.json.jbuilder b/enterprise/app/views/api/v1/models/_sla_event.json.jbuilder
new file mode 100644
index 000000000..e51defc0a
--- /dev/null
+++ b/enterprise/app/views/api/v1/models/_sla_event.json.jbuilder
@@ -0,0 +1,5 @@
+json.id sla_event.id
+json.event_type sla_event.event_type
+json.meta sla_event.meta
+json.updated_at sla_event.updated_at.to_i
+json.created_at sla_event.created_at.to_i
diff --git a/enterprise/app/views/enterprise/api/v1/conversations/partials/_conversation.json.jbuilder b/enterprise/app/views/enterprise/api/v1/conversations/partials/_conversation.json.jbuilder
new file mode 100644
index 000000000..5a390a68b
--- /dev/null
+++ b/enterprise/app/views/enterprise/api/v1/conversations/partials/_conversation.json.jbuilder
@@ -0,0 +1,10 @@
+if conversation.account.feature_enabled?('sla')
+  json.applied_sla do
+    json.partial! 'api/v1/models/applied_sla', formats: [:json], resource: conversation.applied_sla if conversation.applied_sla.present?
+  end
+  json.sla_events do
+    json.array! conversation.sla_events do |sla_event|
+      json.partial! 'api/v1/models/sla_event', formats: [:json], sla_event: sla_event
+    end
+  end
+end
diff --git a/lib/automation_rules/conditions.json b/lib/automation_rules/conditions.json
deleted file mode 100644
index ba4bd4b5b..000000000
--- a/lib/automation_rules/conditions.json
+++ /dev/null
@@ -1,195 +0,0 @@
-{
-  "conversations": {
-    "status": {
-      "attribute_name": "Status",
-      "input_type": "multi_select",
-      "table_name": "conversations",
-      "filter_operators": [ "equal_to", "not_equal_to" ],
-      "attribute_type": "standard"
-    },
-    "assignee_id": {
-      "attribute_name": "Assignee Name",
-      "input_type": "search_box with name tags/plain text",
-       "table_name": "conversations",
-      "filter_operators": [ "equal_to", "not_equal_to", "contains", "does_not_contain", "is_present", "is_not_present" ],
-      "attribute_type": "standard"
-    },
-    "contact_id": {
-      "attribute_name": "Contact Name",
-      "input_type": "plain_text",
-       "table_name": "conversations",
-      "filter_operators": [ "equal_to", "not_equal_to", "contains", "does_not_contain", "is_present", "is_not_present" ],
-      "attribute_type": "standard"
-    },
-    "inbox_id": {
-      "attribute_name": "Inbox Name",
-      "input_type": "search_box",
-       "table_name": "conversations",
-      "filter_operators": [ "equal_to", "not_equal_to", "contains", "does_not_contain", "is_present", "is_not_present" ],
-      "attribute_type": "standard"
-    },
-    "team_id": {
-      "attribute_name": "Team Name",
-      "input_type": "search_box",
-      "table_name": "conversations",
-      "filter_operators": [ "equal_to", "not_equal_to", "contains", "does_not_contain", "is_present", "is_not_present" ],
-      "attribute_type": "standard"
-    },
-    "id": {
-      "attribute_name": "Conversation Identifier",
-      "input_type": "textbox",
-      "table_name": "conversations",
-      "filter_operators": [ "equal_to", "not_equal_to", "contains", "does_not_contain", "is_present", "is_not_present" ],
-      "attribute_type": "standard"
-    },
-    "campaign_id": {
-      "attribute_name": "Campaign Name",
-      "input_type": "textbox",
-      "data_type": "Number",
-      "filter_operators": [ "equal_to", "not_equal_to", "contains", "does_not_contain", "is_present", "is_not_present" ],
-      "attribute_type": "standard"
-    },
-    "labels": {
-      "attribute_name": "Labels",
-      "input_type": "tags",
-      "data_type": "text",
-      "filter_operators": ["exactly_equal_to", "contains", "does_not_contain" ],
-      "attribute_type": "standard"
-    },
-    "browser_language": {
-      "attribute_name": "Browser Language",
-      "input_type": "textbox",
-      "data_type": "text",
-      "filter_operators": [ "equal_to", "not_equal_to", "contains", "does_not_contain" ],
-      "attribute_type": "additional_attributes"
-    },
-    "conversation_language": {
-      "attribute_name": "Conversation Language",
-      "input_type": "textbox",
-      "data_type": "text",
-      "filter_operators": [ "equal_to", "not_equal_to" ],
-      "attribute_type": "additional_attributes"
-    },
-    "mail_subject": {
-      "attribute_name": "Email Subject",
-      "input_type": "textbox",
-      "data_type": "text",
-      "filter_operators": [ "equal_to", "not_equal_to", "contains", "does_not_contain" ],
-      "attribute_type": "additional_attributes"
-    },
-    "country_code": {
-      "attribute_name": "Country Name",
-      "input_type": "textbox",
-      "data_type": "text",
-      "filter_operators": [ "equal_to", "not_equal_to", "contains", "does_not_contain", "present", "is_not_present" ],
-      "attribute_type": "additional_attributes"
-    },
-    "referer": {
-      "attribute_name": "Referer link",
-      "input_type": "textbox",
-      "data_type": "link",
-      "filter_operators": [ "equal_to", "not_equal_to", "contains", "does_not_contain", "present", "is_not_present" ],
-      "attribute_type": "additional_attributes"
-    },
-    "plan": {
-      "attribute_name": "Plan",
-      "input_type": "multi_select",
-      "data_type": "text",
-      "filter_operators": [ "equal_to", "not_equal_to", "contains", "does_not_contain", "present", "is_not_present" ],
-      "attribute_type": "additional_attributes"
-    }
-  },
-  "contacts": {
-    "assignee_id": {
-      "attribute_name": "Assignee Name",
-      "input_type": "search_box with name tags/plain text",
-      "data_type": "text",
-      "filter_operators": [ "equal_to", "not_equal_to", "contains", "does_not_contain", "is_present", "is_not_present" ],
-      "attribute_type": "standard"
-    },
-    "phone_number": {
-      "attribute_name": "Phone Number",
-      "input_type": "textbox",
-      "data_type": "text",
-      "filter_operators": [ "equal_to", "not_equal_to", "contains", "does_not_contain", "starts_with" ],
-      "attribute_type": "standard"
-    },
-    "contact_id": {
-      "attribute_name": "Contact Name",
-      "input_type": "plain_text",
-      "data_type": "text",
-      "filter_operators": [ "equal_to", "not_equal_to", "contains", "does_not_contain", "is_present", "is_not_present" ],
-      "attribute_type": "standard"
-    },
-    "inbox_id": {
-      "attribute_name": "Inbox Name",
-      "input_type": "search_box",
-      "data_type": "text",
-      "filter_operators": [ "equal_to", "not_equal_to", "contains", "does_not_contain", "is_present", "is_not_present" ],
-      "attribute_type": "standard"
-    },
-    "team_id": {
-      "attribute_name": "Team Name",
-      "input_type": "search_box",
-      "data_type": "number",
-      "filter_operators": [ "equal_to", "not_equal_to", "contains", "does_not_contain", "is_present", "is_not_present" ],
-      "attribute_type": "standard"
-    },
-    "id": {
-      "attribute_name": "Conversation Identifier",
-      "input_type": "textbox",
-      "data_type": "Number",
-      "filter_operators": [ "equal_to", "not_equal_to", "contains", "does_not_contain", "is_present", "is_not_present" ],
-      "attribute_type": "standard"
-    },
-    "campaign_id": {
-      "attribute_name": "Campaign Name",
-      "input_type": "textbox",
-      "data_type": "Number",
-      "filter_operators": [ "equal_to", "not_equal_to", "contains", "does_not_contain", "is_present", "is_not_present" ],
-      "attribute_type": "standard"
-    },
-    "labels": {
-      "attribute_name": "Labels",
-      "input_type": "tags",
-      "data_type": "text",
-      "filter_operators": ["exactly_equal_to", "contains", "does_not_contain" ],
-      "attribute_type": "standard"
-    },
-    "browser_language": {
-      "attribute_name": "Browser Language",
-      "input_type": "textbox",
-      "data_type": "text",
-      "filter_operators": [ "equal_to", "not_equal_to", "contains", "does_not_contain" ],
-      "attribute_type": "additional_attributes"
-    },
-    "mail_subject": {
-      "attribute_name": "Email Subject",
-      "input_type": "textbox",
-      "data_type": "text",
-      "filter_operators": [ "equal_to", "not_equal_to", "contains", "does_not_contain" ],
-      "attribute_type": "additional_attributes"
-    },
-    "email": {
-      "attribute_name": "Email",
-      "input_type": "textbox",
-      "data_type": "text",
-      "filter_operators": [ "equal_to", "not_equal_to", "contains", "does_not_contain" ],
-      "attribute_type": "standard"
-    },
-    "country_code": {
-      "attribute_name": "Country Name",
-      "input_type": "textbox",
-      "data_type": "text",
-      "filter_operators": [ "equal_to", "not_equal_to", "contains", "does_not_contain", "present", "is_not_present" ],
-      "attribute_type": "additional_attributes"
-    },
-    "referer": {
-      "attribute_name": "Referer link",
-      "input_type": "textbox",
-      "data_type": "link",
-      "filter_operators": [ "equal_to", "not_equal_to", "contains", "does_not_contain", "present", "is_not_present" ],
-      "attribute_type": "additional_attributes"
-    }
-  }
-}
diff --git a/lib/custom_exceptions/custom_filter.rb b/lib/custom_exceptions/custom_filter.rb
new file mode 100644
index 000000000..03ff9ec7a
--- /dev/null
+++ b/lib/custom_exceptions/custom_filter.rb
@@ -0,0 +1,19 @@
+module CustomExceptions::CustomFilter
+  class InvalidAttribute < CustomExceptions::Base
+    def message
+      I18n.t('errors.custom_filters.invalid_attribute', key: @data[:key], allowed_keys: @data[:allowed_keys].join(','))
+    end
+  end
+
+  class InvalidOperator < CustomExceptions::Base
+    def message
+      I18n.t('errors.custom_filters.invalid_operator', attribute_name: @data[:attribute_name], allowed_keys: @data[:allowed_keys].join(','))
+    end
+  end
+
+  class InvalidValue < CustomExceptions::Base
+    def message
+      I18n.t('errors.custom_filters.invalid_value', attribute_name: @data[:attribute_name])
+    end
+  end
+end
diff --git a/lib/filters/conversation_filters.json b/lib/filters/conversation_filters.json
deleted file mode 100644
index 39f58f5c6..000000000
--- a/lib/filters/conversation_filters.json
+++ /dev/null
@@ -1,92 +0,0 @@
-{
-  "conversations": [
-    {
-      "attribute_key": "status",
-      "attribute_name": "Status",
-      "input_type": "multi_select",
-      "data_type": "text",
-      "filter_operators": [ "equal_to", "not_equal_to" ],
-      "attribute_type": "standard"
-    },
-    {
-      "attribute_key": "assigne",
-      "attribute_name": "Assignee Name",
-      "input_type": "search_box with name tags/plain text",
-      "data_type": "text",
-      "filter_operators": [ "equal_to", "not_equal_to", "contains", "does_not_contain", "is_present", "is_not_present" ],
-      "attribute_type": "standard"
-    },
-    {
-      "attribute_key": "contact",
-      "attribute_name": "Contact Name",
-      "input_type": "plain_text",
-      "data_type": "text",
-      "filter_operators": [ "equal_to", "not_equal_to", "contains", "does_not_contain", "is_present", "is_not_present" ],
-      "attribute_type": "standard"
-    },
-    {
-      "attribute_key": "inbox",
-      "attribute_name": "Inbox Name",
-      "input_type": "search_box",
-      "data_type": "text",
-      "filter_operators": [ "equal_to", "not_equal_to", "contains", "does_not_contain", "is_present", "is_not_present" ],
-      "attribute_type": "standard"
-    },
-    {
-      "attribute_key": "team_id",
-      "attribute_name": "Team Name",
-      "input_type": "search_box",
-      "data_type": "number",
-      "filter_operators": [ "equal_to", "not_equal_to", "contains", "does_not_contain", "is_present", "is_not_present" ],
-      "attribute_type": "standard"
-    },
-    {
-      "attribute_key": "id",
-      "attribute_name": "Conversation Identifier",
-      "input_type": "textbox",
-      "data_type": "Number",
-      "filter_operators": [ "equal_to", "not_equal_to", "contains", "does_not_contain", "is_present", "is_not_present" ],
-      "attribute_type": "standard"
-    },
-    {
-      "attribute_key": "campaign_id",
-      "attribute_name": "Campaign Name",
-      "input_type": "textbox",
-      "data_type": "Number",
-      "filter_operators": [ "equal_to", "not_equal_to", "contains", "does_not_contain", "is_present", "is_not_present" ],
-      "attribute_type": "standard"
-    },
-    {
-      "attribute_key": "labels",
-      "attribute_name": "Labels",
-      "input_type": "tags",
-      "data_type": "text",
-      "filter_operators": ["exactly_equal_to", "contains", "does_not_contain" ],
-      "attribute_type": "standard"
-    },
-    {
-      "attribute_key": "browser_language",
-      "attribute_name": "Browser Language",
-      "input_type": "textbox",
-      "data_type": "text",
-      "filter_operators": [ "equal_to", "not_equal_to", "contains", "does_not_contain" ],
-      "attribute_type": "additional_attributes"
-    },
-    {
-      "attribute_key": "country_code",
-      "attribute_name": "Country Name",
-      "input_type": "textbox",
-      "data_type": "text",
-      "filter_operators": [ "equal_to", "not_equal_to", "contains", "does_not_contain", "present", "is_not_present" ],
-      "attribute_type": "additional_attributes"
-    },
-    {
-      "attribute_key": "referer",
-      "attribute_name": "Referer link",
-      "input_type": "textbox",
-      "data_type": "link",
-      "filter_operators": [ "equal_to", "not_equal_to", "contains", "does_not_contain", "present", "is_not_present" ],
-      "attribute_type": "additional_attributes"
-    }
-  ]
-}
diff --git a/lib/filters/filter_keys.json b/lib/filters/filter_keys.json
deleted file mode 100644
index 9266d9bea..000000000
--- a/lib/filters/filter_keys.json
+++ /dev/null
@@ -1,204 +0,0 @@
-{
-  "conversations": {
-    "status": {
-      "attribute_name": "Status",
-      "input_type": "multi_select",
-      "data_type": "text",
-      "filter_operators": [ "equal_to", "not_equal_to" ],
-      "attribute_type": "standard"
-    },
-    "assignee_id": {
-      "attribute_name": "Assignee Name",
-      "input_type": "search_box with name tags/plain text",
-      "data_type": "text",
-      "filter_operators": [ "equal_to", "not_equal_to", "contains", "does_not_contain", "is_present", "is_not_present" ],
-      "attribute_type": "standard"
-    },
-    "contact_id": {
-      "attribute_name": "Contact Name",
-      "input_type": "plain_text",
-      "data_type": "text",
-      "filter_operators": [ "equal_to", "not_equal_to", "contains", "does_not_contain", "is_present", "is_not_present" ],
-      "attribute_type": "standard"
-    },
-    "inbox_id": {
-      "attribute_name": "Inbox Name",
-      "input_type": "search_box",
-      "data_type": "text",
-      "filter_operators": [ "equal_to", "not_equal_to", "contains", "does_not_contain", "is_present", "is_not_present" ],
-      "attribute_type": "standard"
-    },
-    "team_id": {
-      "attribute_name": "Team Name",
-      "input_type": "search_box",
-      "data_type": "number",
-      "filter_operators": [ "equal_to", "not_equal_to", "contains", "does_not_contain", "is_present", "is_not_present" ],
-      "attribute_type": "standard"
-    },
-    "display_id": {
-      "attribute_name": "Conversation Identifier",
-      "input_type": "textbox",
-      "data_type": "Number",
-      "filter_operators": [ "equal_to", "not_equal_to", "contains", "does_not_contain", "is_present", "is_not_present" ],
-      "attribute_type": "standard"
-    },
-    "campaign_id": {
-      "attribute_name": "Campaign Name",
-      "input_type": "textbox",
-      "data_type": "Number",
-      "filter_operators": [ "equal_to", "not_equal_to", "contains", "does_not_contain", "is_present", "is_not_present" ],
-      "attribute_type": "standard"
-    },
-    "labels": {
-      "attribute_name": "Labels",
-      "input_type": "tags",
-      "data_type": "text",
-      "filter_operators": ["exactly_equal_to", "contains", "does_not_contain" ],
-      "attribute_type": "standard"
-    },
-    "browser_language": {
-      "attribute_name": "Browser Language",
-      "input_type": "textbox",
-      "data_type": "text",
-      "filter_operators": [ "equal_to", "not_equal_to", "contains", "does_not_contain" ],
-      "attribute_type": "additional_attributes"
-    },
-    "conversation_language": {
-      "attribute_name": "Conversation Language",
-      "input_type": "textbox",
-      "data_type": "text",
-      "filter_operators": [ "equal_to", "not_equal_to" ],
-      "attribute_type": "additional_attributes"
-    },
-    "country_code": {
-      "attribute_name": "Country Name",
-      "input_type": "textbox",
-      "data_type": "text",
-      "filter_operators": [ "equal_to", "not_equal_to", "contains", "does_not_contain", "present", "is_not_present" ],
-      "attribute_type": "additional_attributes"
-    },
-    "referer": {
-      "attribute_name": "Referer link",
-      "input_type": "textbox",
-      "data_type": "link",
-      "filter_operators": [ "equal_to", "not_equal_to", "contains", "does_not_contain", "present", "is_not_present" ],
-      "attribute_type": "additional_attributes"
-    },
-    "created_at": {
-      "attribute_name": "Created At",
-      "input_type": "date",
-      "data_type": "date",
-      "filter_operators": [ "is_greater_than", "is_less_than", "days_before" ],
-      "attribute_type": "date_attributes"
-    },
-    "last_activity_at": {
-      "attribute_name": "Created At",
-      "input_type": "date",
-      "data_type": "date",
-      "filter_operators": [ "is_greater_than", "is_less_than", "days_before" ],
-      "attribute_type": "date_attributes"
-    },
-    "mail_subject": {
-      "attribute_name": "Email Subject",
-      "input_type": "text",
-      "data_type": "text",
-      "filter_operators": [ "equal_to", "not_equal_to", "contains", "does_not_contain"],
-      "attribute_type": "additional_attributes"
-    }
-  },
-  "contacts": {
-    "name": {
-      "attribute_name": "Name",
-      "input_type": "search_box with name tags/plain text",
-      "data_type": "text",
-      "filter_operators": [ "equal_to", "not_equal_to", "contains", "does_not_contain" ],
-      "attribute_type": "standard"
-    },
-    "phone_number": {
-      "attribute_name": "Phone Number",
-      "input_type": "text",
-      "data_type": "text",
-      "filter_operators": [ "equal_to", "not_equal_to", "contains", "does_not_contain", "starts_with"],
-      "attribute_type": "standard"
-    },
-    "email": {
-      "attribute_name": "Email",
-      "input_type":  "search_box with name tags/plain text",
-      "data_type": "text",
-      "filter_operators":  [ "equal_to", "not_equal_to", "contains", "does_not_contain" ],
-      "attribute_type": "standard"
-    },
-    "identifier": {
-      "attribute_name": "Contact Identifier",
-      "input_type": "search_box with name tags/plain text",
-      "data_type": "text",
-      "filter_operators": [ "equal_to", "not_equal_to" ],
-      "attribute_type": "standard"
-    },
-    "country_code": {
-      "attribute_name": "Country",
-      "input_type": "textbox",
-      "data_type": "text",
-      "filter_operators": [ "equal_to", "not_equal_to" ],
-      "attribute_type": "additional_attributes"
-    },
-    "city": {
-      "attribute_name": "City",
-      "input_type": "textbox",
-      "data_type": "text",
-      "filter_operators": [ "equal_to", "not_equal_to", "contains", "does_not_contain" ],
-      "attribute_type": "additional_attributes"
-    },
-    "browser_language": {
-      "attribute_name": "Browser Language",
-      "input_type": "textbox",
-      "data_type": "text",
-      "filter_operators": [ "equal_to", "not_equal_to", "contains", "does_not_contain" ],
-      "attribute_type": "additional_attributes"
-    },
-    "company": {
-      "attribute_name": "Company",
-      "input_type": "textbox",
-      "data_type": "text",
-      "filter_operators": [ "equal_to", "not_equal_to", "contains", "does_not_contain" ],
-      "attribute_type": "additional_attributes"
-    },
-    "labels": {
-      "attribute_name": "Labels",
-      "input_type": "tags",
-      "data_type": "text",
-      "filter_operators": ["exactly_equal_to", "contains", "does_not_contain" ],
-      "attribute_type": "standard"
-    },
-    "created_at": {
-      "attribute_name": "Created At",
-      "input_type": "date",
-      "data_type": "date",
-      "filter_operators": [ "is_greater_than", "is_less_than", "days_before" ],
-      "attribute_type": "date_attributes"
-    },
-    "last_activity_at": {
-      "attribute_name": "Created At",
-      "input_type": "date",
-      "data_type": "date",
-      "filter_operators": [ "is_greater_than", "is_less_than", "days_before" ],
-      "attribute_type": "date_attributes"
-    }
-  },
-  "messages": {
-    "message_type": {
-      "attribute_name": "Message Type",
-      "input_type": "search_box with name tags/plain text",
-      "data_type": "numeric",
-      "filter_operators": [ "equal_to", "not_equal_to" ],
-      "attribute_type": "standard"
-    },
-    "content": {
-      "attribute_name": "Message Content",
-      "input_type": "search_box with name tags/plain text",
-      "data_type": "text",
-      "filter_operators": [ "equal_to", "not_equal_to", "contains", "does_not_contain" ],
-      "attribute_type": "standard"
-    }
-  }
-}
diff --git a/lib/filters/filter_keys.yml b/lib/filters/filter_keys.yml
new file mode 100644
index 000000000..902b5f219
--- /dev/null
+++ b/lib/filters/filter_keys.yml
@@ -0,0 +1,232 @@
+## This file contains the filter configurations which we use for the following
+# 1. Conversation Filters (app/services/filter_service.rb)
+# 2. Contact Filters (app/services/filter_service.rb)
+# 3. Automation Filters  (app/services/automation_rules/conditions_filter_service.rb), (app/services/automation_rules/condition_validation_service.rb)
+
+
+# Format 
+# - Parent Key (conversation, contact, messages)
+#   - Key (attribute_name)
+#     - attribute_type: "standard" : supported ["standard", "additional_attributes (only for conversations and messages)"]
+#     - data_type: "text" :  supported ["text", "text_case_insensitive", "number", "boolean", "labels", "date", "link"]
+#     - filter_operators: ["equal_to", "not_equal_to", "contains", "does_not_contain", "is_present", "is_not_present", "is_greater_than", "is_less_than", "days_before", "starts_with"]
+
+### ----- Conversation Filters ----- ###
+
+conversations:
+  status:
+    attribute_type: "standard"
+    data_type: "text"
+    filter_operators:
+      - "equal_to"
+      - "not_equal_to"
+  assignee_id:
+    attribute_type: "standard"
+    data_type: "text"
+    filter_operators:
+      - "equal_to"
+      - "not_equal_to"
+      - "is_present"
+      - "is_not_present"
+  inbox_id:
+    attribute_type: "standard"
+    data_type: "text"
+    filter_operators:
+      - "equal_to"
+      - "not_equal_to"
+      - "is_present"
+      - "is_not_present"
+  team_id:
+    attribute_type: "standard"
+    data_type: "number"
+    filter_operators:
+      - "equal_to"
+      - "not_equal_to"
+      - "is_present"
+      - "is_not_present"
+  priority:
+    attribute_type: "standard"
+    data_type: "text"
+    filter_operators:
+      - "equal_to"
+      - "not_equal_to"
+  display_id:
+    attribute_type: "standard"
+    data_type: "Number"
+    filter_operators:
+      - "equal_to"
+      - "not_equal_to"
+      - "contains"
+      - "does_not_contain"
+  campaign_id:
+    attribute_type: "standard"
+    data_type: "Number"
+    filter_operators:
+      - "equal_to"
+      - "not_equal_to"
+      - "is_present"
+      - "is_not_present"
+  labels:
+    attribute_type: "standard"
+    data_type: "labels"
+    filter_operators:
+      - "equal_to"
+      - "not_equal_to"
+      - "is_present"
+      - "is_not_present"
+  browser_language:
+    attribute_type: "additional_attributes"
+    data_type: "text"
+    filter_operators:
+      - "equal_to"
+      - "not_equal_to"
+  conversation_language:
+    attribute_type: "additional_attributes"
+    data_type: "text"
+    filter_operators:
+      - "equal_to"
+      - "not_equal_to"
+  country_code:
+    attribute_type: "additional_attributes"
+    data_type: "text"
+    filter_operators:
+      - "equal_to"
+      - "not_equal_to"
+  referer:
+    attribute_type: "additional_attributes"
+    data_type: "link"
+    filter_operators:
+      - "equal_to"
+      - "not_equal_to"
+      - "contains"
+      - "does_not_contain"
+  created_at:
+    attribute_type: "standard"
+    data_type: "date"
+    filter_operators:
+      - "is_greater_than"
+      - "is_less_than"
+      - "days_before"
+  last_activity_at:
+    attribute_type: "standard"
+    data_type: "date"
+    filter_operators:
+      - "is_greater_than"
+      - "is_less_than"
+      - "days_before"
+  mail_subject:
+    attribute_type: "additional_attributes"
+    data_type: "text"
+    filter_operators:
+      - "equal_to"
+      - "not_equal_to"
+      - "contains"
+      - "does_not_contain"
+
+### ----- End of Conversation Filters ----- ###
+
+
+### ----- Contact Filters ----- ###
+contacts:
+  name:
+    attribute_type: "standard"
+    data_type: "text_case_insensitive"
+    filter_operators:
+      - "equal_to"
+      - "not_equal_to"
+      - "contains"
+      - "does_not_contain"
+  phone_number:
+    attribute_type: "standard"
+    data_type: "text_case_insensitive"
+    filter_operators:
+      - "equal_to"
+      - "not_equal_to"
+      - "contains"
+      - "does_not_contain"
+      - "starts_with"
+  email:
+    attribute_type: "standard"
+    data_type: "text_case_insensitive"
+    filter_operators:
+      - "equal_to"
+      - "not_equal_to"
+      - "contains"
+      - "does_not_contain"
+  identifier:
+    attribute_type: "standard"
+    data_type: "text_case_insensitive"
+    filter_operators:
+      - "equal_to"
+      - "not_equal_to"
+  country_code:
+    attribute_type: "additional_attributes"
+    data_type: "text_case_insensitive"
+    filter_operators:
+      - "equal_to"
+      - "not_equal_to"
+  city:
+    attribute_type: "additional_attributes"
+    data_type: "text_case_insensitive"
+    filter_operators:
+      - "equal_to"
+      - "not_equal_to"
+      - "contains"
+      - "does_not_contain"
+  company:
+    attribute_type: "additional_attributes"
+    data_type: "text_case_insensitive"
+    filter_operators:
+      - "equal_to"
+      - "not_equal_to"
+      - "contains"
+      - "does_not_contain"
+  labels:
+    attribute_type: "standard"
+    data_type: "labels"
+    filter_operators:
+      - "equal_to"
+      - "not_equal_to"
+      - "is_present"
+      - "is_not_present"
+  created_at:
+    attribute_type: "standard"
+    data_type: "date"
+    filter_operators:
+      - "is_greater_than"
+      - "is_less_than"
+      - "days_before"
+  last_activity_at:
+    attribute_type: "standard"
+    data_type: "date"
+    filter_operators:
+      - "is_greater_than"
+      - "is_less_than"
+      - "days_before"
+  blocked:
+    attribute_type: "standard"
+    data_type: "boolean"
+    filter_operators:
+      - "equal_to"
+      - "not_equal_to"
+
+### ----- End of Contact Filters ----- ###
+
+### ----- Message Filters ----- ###
+messages:
+  message_type:
+    attribute_type: "standard"
+    data_type: "numeric"
+    filter_operators:
+      - "equal_to"
+      - "not_equal_to"
+  content:
+    attribute_type: "standard"
+    data_type: "text"
+    filter_operators:
+      - "equal_to"
+      - "not_equal_to"
+      - "contains"
+      - "does_not_contain"
+
+### ----- End of Message Filters ----- ###
diff --git a/lib/integrations/slack/incoming_message_builder.rb b/lib/integrations/slack/incoming_message_builder.rb
index 97728d848..7eab71eae 100644
--- a/lib/integrations/slack/incoming_message_builder.rb
+++ b/lib/integrations/slack/incoming_message_builder.rb
@@ -16,8 +16,8 @@ class Integrations::Slack::IncomingMessageBuilder
 
     if hook_verification?
       verify_hook
-    elsif create_message?
-      create_message
+    elsif process_message_payload?
+      process_message_payload
     elsif link_shared?
       SlackUnfurlJob.perform_later(params)
     end
@@ -67,7 +67,7 @@ class Integrations::Slack::IncomingMessageBuilder
     params[:event][:thread_ts].present?
   end
 
-  def create_message?
+  def process_message_payload?
     thread_timestamp_available? && supported_message? && integration_hook
   end
 
diff --git a/lib/integrations/slack/slack_message_helper.rb b/lib/integrations/slack/slack_message_helper.rb
index 762d488c5..52ec4caad 100644
--- a/lib/integrations/slack/slack_message_helper.rb
+++ b/lib/integrations/slack/slack_message_helper.rb
@@ -1,21 +1,32 @@
 module Integrations::Slack::SlackMessageHelper
-  def create_message
+  def process_message_payload
     return unless conversation
 
-    build_message
-    @message.save!
-    { status: 'success' }
+    handle_conversation
+    success_response
   rescue Slack::Web::Api::Errors::MissingScope => e
     ChatwootExceptionTracker.new(e, account: conversation.account).capture_exception
     disable_and_reauthorize
   end
 
+  def handle_conversation
+    create_message unless message_exists?
+  end
+
+  def success_response
+    { status: 'success' }
+  end
+
   def disable_and_reauthorize
     integration_hook.prompt_reauthorization!
     integration_hook.disable
   end
 
-  def build_message
+  def message_exists?
+    conversation.messages.exists?(external_source_ids: { slack: params[:event][:ts] })
+  end
+
+  def create_message
     @message = conversation.messages.build(
       message_type: :outgoing,
       account_id: conversation.account_id,
@@ -26,6 +37,7 @@ module Integrations::Slack::SlackMessageHelper
       sender: sender
     )
     process_attachments(params[:event][:files]) if attachments_present?
+    @message.save!
   end
 
   def attachments_present?
diff --git a/package.json b/package.json
index fcf7e23fa..fcc31a8a4 100644
--- a/package.json
+++ b/package.json
@@ -1,6 +1,6 @@
 {
   "name": "@chatwoot/chatwoot",
-  "version": "3.7.0",
+  "version": "3.8.0",
   "license": "MIT",
   "scripts": {
     "eslint": "eslint app/**/*.{js,vue}",
@@ -22,7 +22,7 @@
   "size-limit": [
     {
       "path": "public/packs/js/widget-*.js",
-      "limit": "280 KB"
+      "limit": "281 KB"
     },
     {
       "path": "public/packs/js/sdk.js",
@@ -63,7 +63,7 @@
     "libphonenumber-js": "^1.10.24",
     "logrocket": "^3.0.1",
     "logrocket-vuex": "^0.0.3",
-    "markdown-it": "^13.0.1",
+    "markdown-it": "^13.0.2",
     "markdown-it-link-attributes": "^4.0.1",
     "md5": "^2.3.0",
     "ninja-keys": "^1.2.2",
diff --git a/spec/builders/agent_builder_spec.rb b/spec/builders/agent_builder_spec.rb
index 9d7667306..ac8a3229a 100644
--- a/spec/builders/agent_builder_spec.rb
+++ b/spec/builders/agent_builder_spec.rb
@@ -67,21 +67,5 @@ RSpec.describe AgentBuilder, type: :model do
         expect(user.encrypted_password).not_to be_empty
       end
     end
-
-    context 'with confirmation required' do
-      let(:unconfirmed_user) { create(:user, email: email) }
-
-      before do
-        unconfirmed_user.confirmed_at = nil
-        unconfirmed_user.save(validate: false)
-        allow(unconfirmed_user).to receive(:confirmed?).and_return(false)
-      end
-
-      it 'sends confirmation instructions' do
-        user = agent_builder.perform
-        expect(user).to receive(:send_confirmation_instructions)
-        agent_builder.send(:send_confirmation_if_required)
-      end
-    end
   end
 end
diff --git a/spec/builders/messages/facebook/message_builder_spec.rb b/spec/builders/messages/facebook/message_builder_spec.rb
index 8219adaa7..4b94c9be4 100644
--- a/spec/builders/messages/facebook/message_builder_spec.rb
+++ b/spec/builders/messages/facebook/message_builder_spec.rb
@@ -58,5 +58,91 @@ describe Messages::Facebook::MessageBuilder do
       expect(facebook_channel.inbox.reload.contacts.count).to eq(1)
       expect(contact.name).to eq(default_name)
     end
+
+    context 'when lock to single conversation' do
+      subject(:mocked_message_builder) do
+        described_class.new(mocked_incoming_fb_text_message, facebook_channel.inbox).perform
+      end
+
+      let!(:mocked_message_object) { build(:mocked_message_text, sender_id: contact_inbox.source_id).to_json }
+      let!(:mocked_incoming_fb_text_message) { Integrations::Facebook::MessageParser.new(mocked_message_object) }
+      let(:contact) { create(:contact, name: 'Jane Dae') }
+      let(:contact_inbox) { create(:contact_inbox, contact_id: contact.id, inbox_id: facebook_channel.inbox.id) }
+
+      context 'when lock to single conversation is disabled' do
+        before do
+          facebook_channel.inbox.update!(lock_to_single_conversation: false)
+          stub_request(:get, /graph.facebook.com/)
+        end
+
+        it 'creates a new conversation if existing conversation is not present' do
+          inital_count = Conversation.count
+
+          mocked_message_builder
+
+          facebook_channel.inbox.reload
+
+          expect(facebook_channel.inbox.conversations.count).to eq(1)
+          expect(Conversation.count).to eq(inital_count + 1)
+        end
+
+        it 'will not create a new conversation if last conversation is not resolved' do
+          existing_conversation = create(:conversation, account_id: facebook_channel.inbox.account.id, inbox_id: facebook_channel.inbox.id,
+                                                        contact_id: contact.id, contact_inbox_id: contact_inbox.id,
+                                                        status: :open)
+
+          mocked_message_builder
+
+          facebook_channel.inbox.reload
+
+          expect(facebook_channel.inbox.conversations.last.id).to eq(existing_conversation.id)
+        end
+
+        it 'creates a new conversation if last conversation is resolved' do
+          existing_conversation = create(:conversation, account_id: facebook_channel.inbox.account.id, inbox_id: facebook_channel.inbox.id,
+                                                        contact_id: contact.id, contact_inbox_id: contact_inbox.id, status: :resolved)
+
+          inital_count = Conversation.count
+
+          mocked_message_builder
+
+          facebook_channel.inbox.reload
+
+          expect(facebook_channel.inbox.conversations.last.id).not_to eq(existing_conversation.id)
+          expect(Conversation.count).to eq(inital_count + 1)
+        end
+      end
+
+      context 'when lock to single conversation is enabled' do
+        before do
+          facebook_channel.inbox.update!(lock_to_single_conversation: true)
+          stub_request(:get, /graph.facebook.com/)
+        end
+
+        it 'creates a new conversation if existing conversation is not present' do
+          inital_count = Conversation.count
+          mocked_message_builder
+
+          facebook_channel.inbox.reload
+
+          expect(facebook_channel.inbox.conversations.count).to eq(1)
+          expect(Conversation.count).to eq(inital_count + 1)
+        end
+
+        it 'reopens last conversation if last conversation exists' do
+          existing_conversation = create(:conversation, account_id: facebook_channel.inbox.account.id, inbox_id: facebook_channel.inbox.id,
+                                                        contact_id: contact.id, contact_inbox_id: contact_inbox.id)
+
+          inital_count = Conversation.count
+
+          mocked_message_builder
+
+          facebook_channel.inbox.reload
+
+          expect(facebook_channel.inbox.conversations.last.id).to eq(existing_conversation.id)
+          expect(Conversation.count).to eq(inital_count)
+        end
+      end
+    end
   end
 end
diff --git a/spec/builders/messages/instagram/message_builder_spec.rb b/spec/builders/messages/instagram/message_builder_spec.rb
index 618b8bdd6..3db393dab 100644
--- a/spec/builders/messages/instagram/message_builder_spec.rb
+++ b/spec/builders/messages/instagram/message_builder_spec.rb
@@ -183,4 +183,96 @@ describe Messages::Instagram::MessageBuilder do
       expect(contact.name).to eq('Jane Dae')
     end
   end
+
+  context 'when lock to single conversation is disabled' do
+    before do
+      instagram_inbox.update!(lock_to_single_conversation: false)
+      stub_request(:get, /graph.facebook.com/)
+    end
+
+    it 'creates a new conversation if existing conversation is not present' do
+      inital_count = Conversation.count
+      message = dm_params[:entry][0]['messaging'][0]
+      contact_inbox
+
+      described_class.new(message, instagram_inbox).perform
+
+      instagram_inbox.reload
+      contact_inbox.reload
+
+      expect(instagram_inbox.conversations.count).to eq(1)
+      expect(Conversation.count).to eq(inital_count + 1)
+    end
+
+    it 'will not create a new conversation if last conversation is not resolved' do
+      existing_conversation = create(:conversation, account_id: account.id, inbox_id: instagram_inbox.id, contact_id: contact.id, status: :open,
+                                                    additional_attributes: { type: 'instagram_direct_message', conversation_language: 'en' })
+
+      message = dm_params[:entry][0]['messaging'][0]
+      contact_inbox
+
+      described_class.new(message, instagram_inbox).perform
+
+      instagram_inbox.reload
+      contact_inbox.reload
+
+      expect(instagram_inbox.conversations.last.id).to eq(existing_conversation.id)
+    end
+
+    it 'creates a new conversation if last conversation is resolved' do
+      existing_conversation = create(:conversation, account_id: account.id, inbox_id: instagram_inbox.id, contact_id: contact.id, status: :resolved,
+                                                    additional_attributes: { type: 'instagram_direct_message', conversation_language: 'en' })
+
+      inital_count = Conversation.count
+      message = dm_params[:entry][0]['messaging'][0]
+      contact_inbox
+
+      described_class.new(message, instagram_inbox).perform
+
+      instagram_inbox.reload
+      contact_inbox.reload
+
+      expect(instagram_inbox.conversations.last.id).not_to eq(existing_conversation.id)
+      expect(Conversation.count).to eq(inital_count + 1)
+    end
+  end
+
+  context 'when lock to single conversation is enabled' do
+    before do
+      instagram_inbox.update!(lock_to_single_conversation: true)
+      stub_request(:get, /graph.facebook.com/)
+    end
+
+    it 'creates a new conversation if existing conversation is not present' do
+      inital_count = Conversation.count
+      message = dm_params[:entry][0]['messaging'][0]
+      contact_inbox
+
+      described_class.new(message, instagram_inbox).perform
+
+      instagram_inbox.reload
+      contact_inbox.reload
+
+      expect(instagram_inbox.conversations.count).to eq(1)
+      expect(Conversation.count).to eq(inital_count + 1)
+    end
+
+    it 'reopens last conversation if last conversation is resolved' do
+      existing_conversation = create(:conversation, account_id: account.id, inbox_id: instagram_inbox.id, contact_id: contact.id, status: :resolved,
+                                                    additional_attributes: { type: 'instagram_direct_message', conversation_language: 'en' })
+
+      inital_count = Conversation.count
+
+      message = dm_params[:entry][0]['messaging'][0]
+      contact_inbox
+
+      described_class.new(message, instagram_inbox).perform
+
+      instagram_inbox.reload
+      contact_inbox.reload
+
+      expect(instagram_inbox.conversations.last.id).to eq(existing_conversation.id)
+      expect(Conversation.count).to eq(inital_count)
+    end
+  end
 end
diff --git a/spec/controllers/api/v1/accounts/agents_controller_spec.rb b/spec/controllers/api/v1/accounts/agents_controller_spec.rb
index 82d5fe9c6..a74cbe21e 100644
--- a/spec/controllers/api/v1/accounts/agents_controller_spec.rb
+++ b/spec/controllers/api/v1/accounts/agents_controller_spec.rb
@@ -171,6 +171,7 @@ RSpec.describe 'Agents API', type: :request do
              as: :json
 
         expect(response).to have_http_status(:success)
+        expect(response.parsed_body['email']).to eq(params[:email])
         expect(account.users.last.name).to eq('NewUser')
       end
     end
diff --git a/spec/controllers/api/v1/accounts/contacts_controller_spec.rb b/spec/controllers/api/v1/accounts/contacts_controller_spec.rb
index d2527e6a9..37e64357f 100644
--- a/spec/controllers/api/v1/accounts/contacts_controller_spec.rb
+++ b/spec/controllers/api/v1/accounts/contacts_controller_spec.rb
@@ -338,14 +338,18 @@ RSpec.describe 'Contacts API', type: :request do
 
     context 'when it is an authenticated user' do
       let(:admin) { create(:user, account: account, role: :administrator) }
-      let!(:contact1) { create(:contact, :with_email, account: account) }
-      let!(:contact2) { create(:contact, :with_email, name: 'testcontact', account: account, email: 'test@test.com') }
+      let!(:contact1) { create(:contact, :with_email, account: account, additional_attributes: { country_code: 'US' }) }
+      let!(:contact2) do
+        create(:contact, :with_email, name: 'testcontact', account: account, email: 'test@test.com', additional_attributes: { country_code: 'US' })
+      end
 
       it 'returns all contacts when query is empty' do
         post "/api/v1/accounts/#{account.id}/contacts/filter",
-             params: {
-               payload: []
-             },
+             params: { payload: [
+               attribute_key: 'country_code',
+               filter_operator: 'equal_to',
+               values: ['US']
+             ] },
              headers: admin.create_new_auth_token,
              as: :json
 
@@ -353,6 +357,34 @@ RSpec.describe 'Contacts API', type: :request do
         expect(response.body).to include(contact2.email)
         expect(response.body).to include(contact1.email)
       end
+
+      it 'returns error the query operator is invalid' do
+        post "/api/v1/accounts/#{account.id}/contacts/filter",
+             params: { payload: [
+               attribute_key: 'country_code',
+               filter_operator: 'eq',
+               values: ['US']
+             ] },
+             headers: admin.create_new_auth_token,
+             as: :json
+
+        expect(response).to have_http_status(:unprocessable_entity)
+        expect(response.body).to include('Invalid operator. The allowed operators for country_code are [equal_to,not_equal_to]')
+      end
+
+      it 'returns error the query value is invalid' do
+        post "/api/v1/accounts/#{account.id}/contacts/filter",
+             params: { payload: [
+               attribute_key: 'country_code',
+               filter_operator: 'equal_to',
+               values: []
+             ] },
+             headers: admin.create_new_auth_token,
+             as: :json
+
+        expect(response).to have_http_status(:unprocessable_entity)
+        expect(response.body).to include('Invalid value. The values provided for country_code are invalid"')
+      end
     end
   end
 
diff --git a/spec/controllers/api/v1/accounts/conversations_controller_spec.rb b/spec/controllers/api/v1/accounts/conversations_controller_spec.rb
index 70f5b82ee..d93886fc3 100644
--- a/spec/controllers/api/v1/accounts/conversations_controller_spec.rb
+++ b/spec/controllers/api/v1/accounts/conversations_controller_spec.rb
@@ -152,17 +152,56 @@ RSpec.describe 'Conversations API', type: :request do
         create(:inbox_member, user: agent, inbox: conversation.inbox)
       end
 
-      it 'returns all conversations with empty query' do
+      it 'returns all conversations matching the query' do
         post "/api/v1/accounts/#{account.id}/conversations/filter",
              headers: agent.create_new_auth_token,
-             params: { payload: [] },
+             params: {
+               payload: [{
+                 attribute_key: 'status',
+                 filter_operator: 'equal_to',
+                 values: ['open']
+               }]
+             },
              as: :json
 
         expect(response).to have_http_status(:success)
         response_data = JSON.parse(response.body, symbolize_names: true)
-
         expect(response_data.count).to eq(2)
       end
+
+      it 'returns error if the filters contain invalid attributes' do
+        post "/api/v1/accounts/#{account.id}/conversations/filter",
+             headers: agent.create_new_auth_token,
+             params: {
+               payload: [{
+                 attribute_key: 'phone_number',
+                 filter_operator: 'equal_to',
+                 values: ['open']
+               }]
+             },
+             as: :json
+
+        expect(response).to have_http_status(:unprocessable_entity)
+        response_data = JSON.parse(response.body, symbolize_names: true)
+        expect(response_data[:error]).to include('Invalid attribute key - [phone_number]')
+      end
+
+      it 'returns error if the filters contain invalid operator' do
+        post "/api/v1/accounts/#{account.id}/conversations/filter",
+             headers: agent.create_new_auth_token,
+             params: {
+               payload: [{
+                 attribute_key: 'status',
+                 filter_operator: 'eq',
+                 values: ['open']
+               }]
+             },
+             as: :json
+
+        expect(response).to have_http_status(:unprocessable_entity)
+        response_data = JSON.parse(response.body, symbolize_names: true)
+        expect(response_data[:error]).to eq('Invalid operator. The allowed operators for status are [equal_to,not_equal_to].')
+      end
     end
   end
 
diff --git a/spec/controllers/api/v1/widget/contacts_controller_spec.rb b/spec/controllers/api/v1/widget/contacts_controller_spec.rb
index 336d9d9ca..7abbcf22e 100644
--- a/spec/controllers/api/v1/widget/contacts_controller_spec.rb
+++ b/spec/controllers/api/v1/widget/contacts_controller_spec.rb
@@ -48,7 +48,9 @@ RSpec.describe '/api/v1/widget/contacts', type: :request do
               headers: { 'X-Auth-Token' => token },
               as: :json
         body = response.parsed_body
-        expect(body['phone_number']).to eq('+745623239')
+        expect(body['has_phone_number']).to be true
+        contact.reload
+        expect(contact.phone_number).to eq('+745623239')
         expect(response).to have_http_status(:success)
       end
 
@@ -58,7 +60,9 @@ RSpec.describe '/api/v1/widget/contacts', type: :request do
               headers: { 'X-Auth-Token' => token },
               as: :json
         body = response.parsed_body
-        expect(body['phone_number']).to eq('+245623239')
+        expect(body['has_phone_number']).to be true
+        contact.reload
+        expect(contact.phone_number).to eq('+245623239')
         expect(response).to have_http_status(:success)
       end
 
@@ -68,7 +72,33 @@ RSpec.describe '/api/v1/widget/contacts', type: :request do
               headers: { 'X-Auth-Token' => token },
               as: :json
         body = response.parsed_body
-        expect(body['email']).to eq('test@test.com')
+        expect(body['has_email']).to be true
+        contact.reload
+        expect(contact.email).to eq('test@test.com')
+        expect(response).to have_http_status(:success)
+      end
+
+      it 'dont update email if empty value email passed' do
+        patch '/api/v1/widget/contact',
+              params: params.merge({ email: '' }),
+              headers: { 'X-Auth-Token' => token },
+              as: :json
+        body = response.parsed_body
+        expect(body['has_email']).to be true
+        contact.reload
+        expect(contact.email).to eq('test@test.com')
+        expect(response).to have_http_status(:success)
+      end
+
+      it 'dont update email if nil value email passed' do
+        patch '/api/v1/widget/contact',
+              params: params.merge({ email: nil }),
+              headers: { 'X-Auth-Token' => token },
+              as: :json
+        body = response.parsed_body
+        expect(body['has_email']).to be true
+        contact.reload
+        expect(contact.email).to eq('test@test.com')
         expect(response).to have_http_status(:success)
       end
 
@@ -78,7 +108,9 @@ RSpec.describe '/api/v1/widget/contacts', type: :request do
               headers: { 'X-Auth-Token' => token },
               as: :json
         body = response.parsed_body
-        expect(body['email']).to eq('test-1@test.com')
+        expect(body['has_email']).to be true
+        contact.reload
+        expect(contact.email).to eq('test-1@test.com')
         expect(response).to have_http_status(:success)
       end
     end
diff --git a/spec/controllers/api/v1/widget/conversations_controller_spec.rb b/spec/controllers/api/v1/widget/conversations_controller_spec.rb
index c3fd7ff26..e4f5a4bde 100644
--- a/spec/controllers/api/v1/widget/conversations_controller_spec.rb
+++ b/spec/controllers/api/v1/widget/conversations_controller_spec.rb
@@ -190,17 +190,19 @@ RSpec.describe '/api/v1/widget/conversations/toggle_typing', type: :request do
   describe 'POST /api/v1/widget/conversations/transcript' do
     context 'with a conversation' do
       it 'sends transcript email' do
+        contact.update(email: 'test@test.com')
         mailer = double
         allow(ConversationReplyMailer).to receive(:with).and_return(mailer)
         allow(mailer).to receive(:conversation_transcript)
 
         post '/api/v1/widget/conversations/transcript',
              headers: { 'X-Auth-Token' => token },
-             params: { website_token: web_widget.website_token, email: 'test@test.com' },
+             params: { website_token: web_widget.website_token },
              as: :json
 
         expect(response).to have_http_status(:success)
         expect(mailer).to have_received(:conversation_transcript).with(conversation, 'test@test.com')
+        contact.update(email: nil)
       end
     end
   end
diff --git a/spec/controllers/devise/session_controller_spec.rb b/spec/controllers/devise/session_controller_spec.rb
index d856e0ebf..42f8b8bd8 100644
--- a/spec/controllers/devise/session_controller_spec.rb
+++ b/spec/controllers/devise/session_controller_spec.rb
@@ -74,4 +74,12 @@ RSpec.describe 'Session', type: :request do
       end
     end
   end
+
+  describe 'GET /auth/sign_in' do
+    it 'redirects to the frontend login page with error' do
+      get new_user_session_url
+
+      expect(response).to redirect_to(%r{/app/login\?error=access-denied$})
+    end
+  end
 end
diff --git a/spec/enterprise/controllers/api/v1/accounts/applied_slas_controller_spec.rb b/spec/enterprise/controllers/api/v1/accounts/applied_slas_controller_spec.rb
new file mode 100644
index 000000000..423f65711
--- /dev/null
+++ b/spec/enterprise/controllers/api/v1/accounts/applied_slas_controller_spec.rb
@@ -0,0 +1,217 @@
+require 'rails_helper'
+
+RSpec.describe 'Applied SLAs API', type: :request do
+  let(:account) { create(:account) }
+  let(:administrator) { create(:user, account: account, role: :administrator) }
+  let(:agent1) { create(:user, account: account, role: :agent) }
+  let(:agent2) { create(:user, account: account, role: :agent) }
+  let(:conversation1) { create(:conversation, account: account, assignee: agent1) }
+  let(:conversation2) { create(:conversation, account: account, assignee: agent2) }
+  let(:conversation3) { create(:conversation, account: account, assignee: agent2) }
+  let(:sla_policy1) { create(:sla_policy, account: account) }
+  let(:sla_policy2) { create(:sla_policy, account: account) }
+
+  before do
+    AppliedSla.destroy_all
+  end
+
+  describe 'GET /api/v1/accounts/{account.id}/applied_slas/metrics' do
+    context 'when it is an unauthenticated user' do
+      it 'returns unauthorized' do
+        get "/api/v1/accounts/#{account.id}/applied_slas/metrics"
+        expect(response).to have_http_status(:unauthorized)
+      end
+    end
+
+    context 'when it is an authenticated user' do
+      it 'returns the sla metrics' do
+        create(:applied_sla, sla_policy: sla_policy1, conversation: conversation1, sla_status: 'missed')
+
+        get "/api/v1/accounts/#{account.id}/applied_slas/metrics",
+            headers: administrator.create_new_auth_token
+        expect(response).to have_http_status(:success)
+        body = JSON.parse(response.body)
+
+        expect(body).to include('total_applied_slas' => 1)
+        expect(body).to include('number_of_sla_misses' => 1)
+        expect(body).to include('hit_rate' => '0.0%')
+      end
+
+      it 'filters sla metrics based on a date range' do
+        create(:applied_sla, sla_policy: sla_policy1, conversation: conversation1, created_at: 10.days.ago)
+        create(:applied_sla, sla_policy: sla_policy1, conversation: conversation2, created_at: 3.days.ago)
+
+        get "/api/v1/accounts/#{account.id}/applied_slas/metrics",
+            params: { since: 5.days.ago.to_time.to_i.to_s, until: Time.zone.today.to_time.to_i.to_s },
+            headers: administrator.create_new_auth_token
+        expect(response).to have_http_status(:success)
+        body = JSON.parse(response.body)
+
+        expect(body).to include('total_applied_slas' => 1)
+        expect(body).to include('number_of_sla_misses' => 0)
+        expect(body).to include('hit_rate' => '100%')
+      end
+
+      it 'filters sla metrics based on a date range and agent ids' do
+        create(:applied_sla, sla_policy: sla_policy1, conversation: conversation1, created_at: 10.days.ago)
+        create(:applied_sla, sla_policy: sla_policy1, conversation: conversation3, created_at: 3.days.ago)
+        create(:applied_sla, sla_policy: sla_policy1, conversation: conversation2, created_at: 3.days.ago, sla_status: 'missed')
+
+        get "/api/v1/accounts/#{account.id}/applied_slas/metrics",
+            params: { agent_ids: [agent2.id] },
+            headers: administrator.create_new_auth_token
+        expect(response).to have_http_status(:success)
+        body = JSON.parse(response.body)
+
+        expect(body).to include('total_applied_slas' => 3)
+        expect(body).to include('number_of_sla_misses' => 1)
+        expect(body).to include('hit_rate' => '66.67%')
+      end
+
+      it 'filters sla metrics based on sla policy ids' do
+        create(:applied_sla, sla_policy: sla_policy1, conversation: conversation1)
+        create(:applied_sla, sla_policy: sla_policy1, conversation: conversation2, sla_status: 'missed')
+        create(:applied_sla, sla_policy: sla_policy2, conversation: conversation2, sla_status: 'missed')
+
+        get "/api/v1/accounts/#{account.id}/applied_slas/metrics",
+            params: { sla_policy_id: sla_policy1.id },
+            headers: administrator.create_new_auth_token
+        expect(response).to have_http_status(:success)
+        body = JSON.parse(response.body)
+
+        expect(body).to include('total_applied_slas' => 2)
+        expect(body).to include('number_of_sla_misses' => 1)
+        expect(body).to include('hit_rate' => '50.0%')
+      end
+
+      it 'filters sla metrics based on labels' do
+        conversation2.update_labels('label1')
+        conversation3.update_labels('label1')
+        create(:applied_sla, sla_policy: sla_policy1, conversation: conversation1, created_at: 10.days.ago)
+        create(:applied_sla, sla_policy: sla_policy1, conversation: conversation2, created_at: 3.days.ago, sla_status: 'missed')
+        create(:applied_sla, sla_policy: sla_policy1, conversation: conversation3, created_at: 3.days.ago)
+
+        get "/api/v1/accounts/#{account.id}/applied_slas/metrics",
+            params: { label_list: 'label1' },
+            headers: administrator.create_new_auth_token
+        expect(response).to have_http_status(:success)
+        body = JSON.parse(response.body)
+
+        expect(body).to include('total_applied_slas' => 2)
+        expect(body).to include('number_of_sla_misses' => 1)
+        expect(body).to include('hit_rate' => '50.0%')
+      end
+    end
+  end
+
+  describe 'GET /api/v1/accounts/{account.id}/applied_slas/download' do
+    context 'when it is an unauthenticated user' do
+      it 'returns unauthorized' do
+        get "/api/v1/accounts/#{account.id}/applied_slas/download"
+        expect(response).to have_http_status(:unauthorized)
+      end
+    end
+
+    context 'when it is an authenticated user' do
+      it 'returns a CSV file with breached conversations' do
+        create(:applied_sla, sla_policy: sla_policy1, conversation: conversation1, sla_status: 'missed')
+        create(:applied_sla, sla_policy: sla_policy1, conversation: conversation2, sla_status: 'missed')
+        conversation1.update(status: 'open')
+        conversation2.update(status: 'resolved')
+
+        get "/api/v1/accounts/#{account.id}/applied_slas/download",
+            headers: administrator.create_new_auth_token
+
+        expect(response).to have_http_status(:success)
+        expect(response.headers['Content-Type']).to eq('text/csv')
+        expect(response.headers['Content-Disposition']).to include('attachment; filename=breached_conversation.csv')
+
+        csv_data = CSV.parse(response.body)
+        csv_data.reject! { |row| row.all?(&:nil?) }
+        expect(csv_data.size).to eq(3)
+        expect(csv_data[1][0].to_i).to eq(conversation1.display_id)
+      end
+    end
+  end
+
+  describe 'GET /api/v1/accounts/{account.id}/applied_slas' do
+    context 'when it is an unauthenticated user' do
+      it 'returns unauthorized' do
+        get "/api/v1/accounts/#{account.id}/applied_slas"
+        expect(response).to have_http_status(:unauthorized)
+      end
+    end
+
+    context 'when it is an authenticated user' do
+      it 'returns the applied slas' do
+        create(:applied_sla, sla_policy: sla_policy1, conversation: conversation1)
+        create(:applied_sla, sla_policy: sla_policy1, conversation: conversation2, sla_status: 'missed')
+        get "/api/v1/accounts/#{account.id}/applied_slas",
+            headers: administrator.create_new_auth_token
+        expect(response).to have_http_status(:success)
+        body = JSON.parse(response.body)
+        expect(body['payload'].size).to eq(1)
+        expect(body['payload'].first).to include('applied_sla')
+        expect(body['payload'].first['conversation']['id']).to eq(conversation2.id)
+        expect(body['meta']).to include('count' => 1)
+      end
+
+      it 'filters applied slas based on a date range' do
+        create(:applied_sla, sla_policy: sla_policy1, conversation: conversation1, created_at: 10.days.ago, sla_status: 'missed')
+        create(:applied_sla, sla_policy: sla_policy1, conversation: conversation2, created_at: 3.days.ago, sla_status: 'missed')
+
+        get "/api/v1/accounts/#{account.id}/applied_slas",
+            params: { since: 5.days.ago.to_time.to_i.to_s, until: Time.zone.today.to_time.to_i.to_s },
+            headers: administrator.create_new_auth_token
+        expect(response).to have_http_status(:success)
+        body = JSON.parse(response.body)
+
+        expect(body['payload'].size).to eq(1)
+      end
+
+      it 'filters applied slas based on a date range and agent ids' do
+        create(:applied_sla, sla_policy: sla_policy1, conversation: conversation1, created_at: 10.days.ago)
+        create(:applied_sla, sla_policy: sla_policy1, conversation: conversation3, created_at: 3.days.ago, sla_status: 'missed')
+        create(:applied_sla, sla_policy: sla_policy1, conversation: conversation2, created_at: 3.days.ago, sla_status: 'active_with_misses')
+
+        get "/api/v1/accounts/#{account.id}/applied_slas",
+            params: { agent_ids: [agent2.id] },
+            headers: administrator.create_new_auth_token
+        expect(response).to have_http_status(:success)
+        body = JSON.parse(response.body)
+
+        expect(body['payload'].size).to eq(2)
+      end
+
+      it 'filters applied slas based on sla policy ids' do
+        create(:applied_sla, sla_policy: sla_policy1, conversation: conversation1, sla_status: 'missed')
+        create(:applied_sla, sla_policy: sla_policy1, conversation: conversation2)
+        create(:applied_sla, sla_policy: sla_policy2, conversation: conversation2, sla_status: 'active_with_misses')
+
+        get "/api/v1/accounts/#{account.id}/applied_slas",
+            params: { sla_policy_id: sla_policy1.id },
+            headers: administrator.create_new_auth_token
+        expect(response).to have_http_status(:success)
+        body = JSON.parse(response.body)
+
+        expect(body['payload'].size).to eq(1)
+      end
+
+      it 'filters applied slas based on labels' do
+        conversation2.update_labels('label1')
+        conversation3.update_labels('label1')
+        create(:applied_sla, sla_policy: sla_policy1, conversation: conversation1, created_at: 10.days.ago, sla_status: 'active_with_misses')
+        create(:applied_sla, sla_policy: sla_policy1, conversation: conversation2, created_at: 3.days.ago, sla_status: 'missed')
+        create(:applied_sla, sla_policy: sla_policy1, conversation: conversation3, created_at: 3.days.ago, sla_status: 'missed')
+
+        get "/api/v1/accounts/#{account.id}/applied_slas",
+            params: { label_list: 'label1' },
+            headers: administrator.create_new_auth_token
+        expect(response).to have_http_status(:success)
+        body = JSON.parse(response.body)
+
+        expect(body['payload'].size).to eq(2)
+      end
+    end
+  end
+end
diff --git a/spec/enterprise/controllers/api/v1/accounts/conversations_controller_spec.rb b/spec/enterprise/controllers/api/v1/accounts/conversations_controller_spec.rb
new file mode 100644
index 000000000..4d5269cde
--- /dev/null
+++ b/spec/enterprise/controllers/api/v1/accounts/conversations_controller_spec.rb
@@ -0,0 +1,34 @@
+require 'rails_helper'
+
+RSpec.describe 'Conversations API', type: :request do
+  let(:account) { create(:account) }
+  let(:administrator) { create(:user, account: account, role: :administrator) }
+
+  describe 'GET /api/v1/accounts/{account.id}/conversations/:id' do
+    it 'returns SLA data for the conversation if the feature is enabled' do
+      account.enable_features!('sla')
+      conversation = create(:conversation, account: account)
+      applied_sla = create(:applied_sla, conversation: conversation)
+      sla_event = create(:sla_event, conversation: conversation, applied_sla: applied_sla)
+
+      get "/api/v1/accounts/#{account.id}/conversations/#{conversation.display_id}", headers: administrator.create_new_auth_token
+
+      expect(response).to have_http_status(:ok)
+      expect(response.parsed_body['applied_sla']['id']).to eq(applied_sla.id)
+      expect(response.parsed_body['sla_events'].first['id']).to eq(sla_event.id)
+    end
+
+    it 'does not return SLA data for the conversation if the feature is disabled' do
+      account.disable_features!('sla')
+      conversation = create(:conversation, account: account)
+      create(:applied_sla, conversation: conversation)
+      create(:sla_event, conversation: conversation)
+
+      get "/api/v1/accounts/#{account.id}/conversations/#{conversation.display_id}", headers: administrator.create_new_auth_token
+
+      expect(response).to have_http_status(:ok)
+      expect(response.parsed_body.keys).not_to include('applied_sla')
+      expect(response.parsed_body.keys).not_to include('sla_events')
+    end
+  end
+end
diff --git a/spec/enterprise/controllers/enterprise/public/api/v1/portals/articles_controller_spec.rb b/spec/enterprise/controllers/enterprise/public/api/v1/portals/articles_controller_spec.rb
new file mode 100644
index 000000000..6fa94c55d
--- /dev/null
+++ b/spec/enterprise/controllers/enterprise/public/api/v1/portals/articles_controller_spec.rb
@@ -0,0 +1,19 @@
+require 'rails_helper'
+
+RSpec.describe 'Public Articles API', type: :request do
+  let!(:portal) { create(:portal, slug: 'test-portal', config: { allowed_locales: %w[en es] }, custom_domain: 'www.example.com') }
+
+  describe 'GET /public/api/v1/portals/:slug/articles' do
+    before do
+      portal.account.enable_features!(:help_center_embedding_search)
+    end
+
+    context 'with help_center_embedding_search feature' do
+      it 'get all articles with searched text query using vector search if enabled' do
+        allow(Article).to receive(:vector_search)
+        get "/hc/#{portal.slug}/en/articles.json", params: { query: 'funny' }
+        expect(Article).to have_received(:vector_search)
+      end
+    end
+  end
+end
diff --git a/spec/enterprise/drops/sla_policy_drop_spec.rb b/spec/enterprise/drops/sla_policy_drop_spec.rb
new file mode 100644
index 000000000..c1be13c70
--- /dev/null
+++ b/spec/enterprise/drops/sla_policy_drop_spec.rb
@@ -0,0 +1,15 @@
+require 'rails_helper'
+
+describe SlaPolicyDrop do
+  subject(:sla_policy_drop) { described_class.new(sla_policy) }
+
+  let!(:sla_policy) { create(:sla_policy) }
+
+  it 'returns name' do
+    expect(sla_policy_drop.name).to eq sla_policy.name
+  end
+
+  it 'returns description' do
+    expect(sla_policy_drop.description).to eq sla_policy.description
+  end
+end
diff --git a/spec/enterprise/jobs/sla/process_account_applied_slas_job_spec.rb b/spec/enterprise/jobs/sla/process_account_applied_slas_job_spec.rb
index beae967db..5d628f71e 100644
--- a/spec/enterprise/jobs/sla/process_account_applied_slas_job_spec.rb
+++ b/spec/enterprise/jobs/sla/process_account_applied_slas_job_spec.rb
@@ -7,18 +7,20 @@ RSpec.describe Sla::ProcessAccountAppliedSlasJob do
     let!(:applied_sla) { create(:applied_sla, account: account, sla_policy: sla_policy, sla_status: 'active') }
     let!(:hit_applied_sla) { create(:applied_sla, account: account, sla_policy: sla_policy, sla_status: 'hit') }
     let!(:miss_applied_sla) { create(:applied_sla, account: account, sla_policy: sla_policy, sla_status: 'missed') }
+    let!(:active_with_misses_applied_sla) { create(:applied_sla, account: account, sla_policy: sla_policy, sla_status: 'active_with_misses') }
 
     it 'enqueues the job' do
       expect { described_class.perform_later }.to have_enqueued_job(described_class)
         .on_queue('medium')
     end
 
-    it 'calls the ProcessAppliedSlaJob' do
+    it 'calls the ProcessAppliedSlaJob for both active and active_with_misses' do
+      expect(Sla::ProcessAppliedSlaJob).to receive(:perform_later).with(active_with_misses_applied_sla).and_call_original
       expect(Sla::ProcessAppliedSlaJob).to receive(:perform_later).with(applied_sla).and_call_original
       described_class.perform_now(account)
     end
 
-    it 'does not call the ProcessAppliedSlaJob for not active applied slas' do
+    it 'does not call the ProcessAppliedSlaJob for applied slas that are hit or miss' do
       expect(Sla::ProcessAppliedSlaJob).not_to receive(:perform_later).with(hit_applied_sla)
       expect(Sla::ProcessAppliedSlaJob).not_to receive(:perform_later).with(miss_applied_sla)
       described_class.perform_now(account)
diff --git a/spec/enterprise/mailers/enterprise/agent_notifications/conversation_notifications_mailer_spec.rb b/spec/enterprise/mailers/enterprise/agent_notifications/conversation_notifications_mailer_spec.rb
new file mode 100644
index 000000000..e5e2b14da
--- /dev/null
+++ b/spec/enterprise/mailers/enterprise/agent_notifications/conversation_notifications_mailer_spec.rb
@@ -0,0 +1,54 @@
+require 'rails_helper'
+
+# rails helper is using infer filetype to detect rspec type
+# so we need to include type: :mailer to make this test work in enterprise namespace
+RSpec.describe AgentNotifications::ConversationNotificationsMailer, type: :mailer do
+  let(:class_instance) { described_class.new }
+  let!(:account) { create(:account) }
+  let(:agent) { create(:user, email: 'agent1@example.com', account: account) }
+  let(:conversation) { create(:conversation, assignee: agent, account: account) }
+
+  before do
+    allow(described_class).to receive(:new).and_return(class_instance)
+    allow(class_instance).to receive(:smtp_config_set_or_development?).and_return(true)
+  end
+
+  describe 'sla_missed_first_response' do
+    let(:sla_policy) { create(:sla_policy, account: account) }
+    let(:mail) { described_class.with(account: account).sla_missed_first_response(conversation, agent, sla_policy).deliver_now }
+
+    it 'renders the subject' do
+      expect(mail.subject).to eq("Conversation [ID - #{conversation.display_id}] missed SLA for first response")
+    end
+
+    it 'renders the receiver email' do
+      expect(mail.to).to eq([agent.email])
+    end
+  end
+
+  describe 'sla_missed_next_response' do
+    let(:sla_policy) { create(:sla_policy, account: account) }
+    let(:mail) { described_class.with(account: account).sla_missed_next_response(conversation, agent, sla_policy).deliver_now }
+
+    it 'renders the subject' do
+      expect(mail.subject).to eq("Conversation [ID - #{conversation.display_id}] missed SLA for next response")
+    end
+
+    it 'renders the receiver email' do
+      expect(mail.to).to eq([agent.email])
+    end
+  end
+
+  describe 'sla_missed_resolution' do
+    let(:sla_policy) { create(:sla_policy, account: account) }
+    let(:mail) { described_class.with(account: account).sla_missed_resolution(conversation, agent, sla_policy).deliver_now }
+
+    it 'renders the subject' do
+      expect(mail.subject).to eq("Conversation [ID - #{conversation.display_id}] missed SLA for resolution time")
+    end
+
+    it 'renders the receiver email' do
+      expect(mail.to).to eq([agent.email])
+    end
+  end
+end
diff --git a/spec/enterprise/models/applied_sla_spec.rb b/spec/enterprise/models/applied_sla_spec.rb
index af73395a6..a1433f6a2 100644
--- a/spec/enterprise/models/applied_sla_spec.rb
+++ b/spec/enterprise/models/applied_sla_spec.rb
@@ -7,6 +7,27 @@ RSpec.describe AppliedSla, type: :model do
     it { is_expected.to belong_to(:conversation) }
   end
 
+  describe 'push_event_data' do
+    it 'returns the correct hash' do
+      applied_sla = create(:applied_sla)
+      expect(applied_sla.push_event_data).to eq(
+        {
+          id: applied_sla.id,
+          sla_id: applied_sla.sla_policy_id,
+          sla_status: applied_sla.sla_status,
+          created_at: applied_sla.created_at.to_i,
+          updated_at: applied_sla.updated_at.to_i,
+          sla_description: applied_sla.sla_policy.description,
+          sla_name: applied_sla.sla_policy.name,
+          sla_first_response_time_threshold: applied_sla.sla_policy.first_response_time_threshold,
+          sla_next_response_time_threshold: applied_sla.sla_policy.next_response_time_threshold,
+          sla_only_during_business_hours: applied_sla.sla_policy.only_during_business_hours,
+          sla_resolution_time_threshold: applied_sla.sla_policy.resolution_time_threshold
+        }
+      )
+    end
+  end
+
   describe 'validates_factory' do
     it 'creates valid applied sla policy object' do
       applied_sla = create(:applied_sla)
diff --git a/spec/enterprise/models/sla_event_spec.rb b/spec/enterprise/models/sla_event_spec.rb
new file mode 100644
index 000000000..8a839d626
--- /dev/null
+++ b/spec/enterprise/models/sla_event_spec.rb
@@ -0,0 +1,76 @@
+require 'rails_helper'
+
+RSpec.describe SlaEvent, type: :model do
+  describe 'associations' do
+    it { is_expected.to belong_to(:applied_sla) }
+    it { is_expected.to belong_to(:conversation) }
+    it { is_expected.to belong_to(:account) }
+    it { is_expected.to belong_to(:sla_policy) }
+    it { is_expected.to belong_to(:inbox) }
+  end
+
+  describe 'push_event_data' do
+    it 'returns the correct hash' do
+      sla_event = create(:sla_event)
+      expect(sla_event.push_event_data).to eq(
+        {
+          id: sla_event.id,
+          event_type: 'frt',
+          meta: sla_event.meta,
+          created_at: sla_event.created_at.to_i,
+          updated_at: sla_event.updated_at.to_i
+        }
+      )
+    end
+  end
+
+  describe 'validates_factory' do
+    it 'creates valid sla event object' do
+      sla_event = create(:sla_event)
+      expect(sla_event.event_type).to eq 'frt'
+    end
+  end
+
+  describe 'backfilling ids' do
+    it 'automatically backfills account_id, inbox_id, and sla_id upon creation' do
+      sla_event = create(:sla_event)
+
+      expect(sla_event.account_id).to eq sla_event.conversation.account_id
+      expect(sla_event.inbox_id).to eq sla_event.conversation.inbox_id
+      expect(sla_event.sla_policy_id).to eq sla_event.applied_sla.sla_policy_id
+    end
+  end
+
+  describe 'create notifications' do
+    # create account, user and inbox
+    let!(:account) { create(:account) }
+    let!(:assignee) { create(:user, account: account) }
+    let!(:participant) { create(:user, account: account) }
+    let!(:admin) { create(:user, account: account, role: :administrator) }
+    let!(:inbox) { create(:inbox, account: account) }
+    let(:conversation) { create(:conversation, inbox: inbox, assignee: assignee, account: account) }
+    let(:sla_policy) { create(:sla_policy, account: conversation.account) }
+    let(:sla_event) { create(:sla_event, event_type: 'frt', conversation: conversation, sla_policy: sla_policy) }
+
+    before do
+      # to ensure notifications are not sent to other users
+      create(:user, account: account)
+      create(:inbox_member, inbox: inbox, user: participant)
+      create(:conversation_participant, conversation: conversation, user: participant)
+    end
+
+    it 'creates notifications for conversation participants, admins, and assignee' do
+      sla_event
+
+      expect(Notification.count).to eq(3)
+      # check if notification type is sla_missed_first_response
+      expect(Notification.where(notification_type: 'sla_missed_first_response').count).to eq(3)
+      # Check if notification is created for the assignee
+      expect(Notification.where(user_id: assignee.id).count).to eq(1)
+      # Check if notification is created for the account admin
+      expect(Notification.where(user_id: admin.id).count).to eq(1)
+      # Check if notification is created for participant
+      expect(Notification.where(user_id: participant.id).count).to eq(1)
+    end
+  end
+end
diff --git a/spec/enterprise/presenters/conversations/event_data_presenter_spec.rb b/spec/enterprise/presenters/conversations/event_data_presenter_spec.rb
new file mode 100644
index 000000000..f9897c96d
--- /dev/null
+++ b/spec/enterprise/presenters/conversations/event_data_presenter_spec.rb
@@ -0,0 +1,29 @@
+# frozen_string_literal: true
+
+require 'rails_helper'
+
+RSpec.describe Conversations::EventDataPresenter do
+  let!(:presenter) { described_class.new(conversation) }
+  let!(:conversation) { create(:conversation) }
+  let!(:applied_sla) { create(:applied_sla, conversation: conversation) }
+  let!(:sla_event) { create(:sla_event, conversation: conversation, applied_sla: applied_sla) }
+
+  describe '#push_data' do
+    it 'returns push event payload with applied sla & sla events if the feature is enabled' do
+      conversation.account.enable_features!('sla')
+
+      expect(presenter.push_data).to include(
+        {
+          applied_sla: applied_sla.push_event_data,
+          sla_events: [sla_event.push_event_data]
+        }
+      )
+    end
+
+    it 'returns push event payload without applied sla & sla events if the feature is disabled' do
+      conversation.account.disable_features!('sla')
+
+      expect(presenter.push_data).not_to include(:applied_sla, :sla_events)
+    end
+  end
+end
diff --git a/spec/enterprise/services/sla/evaluate_applied_sla_service_spec.rb b/spec/enterprise/services/sla/evaluate_applied_sla_service_spec.rb
index 12cb59d35..f6cd657be 100644
--- a/spec/enterprise/services/sla/evaluate_applied_sla_service_spec.rb
+++ b/spec/enterprise/services/sla/evaluate_applied_sla_service_spec.rb
@@ -3,8 +3,6 @@ require 'rails_helper'
 RSpec.describe Sla::EvaluateAppliedSlaService do
   let!(:account) { create(:account) }
   let!(:user_1) { create(:user, account: account) }
-  let!(:user_2) { create(:user, account: account) }
-  let!(:admin) { create(:user, account: account, role: :administrator) }
 
   let!(:sla_policy) do
     create(:sla_policy,
@@ -28,19 +26,17 @@ RSpec.describe Sla::EvaluateAppliedSlaService do
       it 'updates the SLA status to missed and logs a warning' do
         allow(Rails.logger).to receive(:warn)
         described_class.new(applied_sla: applied_sla).perform
-        expect(Rails.logger).to have_received(:warn).with("SLA missed for conversation #{conversation.id} in account " \
+        expect(Rails.logger).to have_received(:warn).with("SLA frt missed for conversation #{conversation.id} in account " \
                                                           "#{applied_sla.account_id} for sla_policy #{sla_policy.id}")
-        expect(applied_sla.reload.sla_status).to eq('missed')
+        expect(applied_sla.reload.sla_status).to eq('active_with_misses')
+      end
 
-        expect(Notification.count).to eq(2)
-        # check if notification type is sla_missed_first_response
-        expect(Notification.where(notification_type: 'sla_missed_first_response').count).to eq(2)
-        # Check if notification is created for the assignee
-        expect(Notification.where(user_id: user_1.id).count).to eq(1)
-        # Check if notification is created for the account admin
-        expect(Notification.where(user_id: admin.id).count).to eq(1)
-        # Check if no notification is created for other user
-        expect(Notification.where(user_id: user_2.id).count).to eq(0)
+      it 'creates SlaEvent only for frt miss' do
+        described_class.new(applied_sla: applied_sla).perform
+
+        expect(SlaEvent.where(applied_sla: applied_sla, event_type: 'frt').count).to eq(1)
+        expect(SlaEvent.where(applied_sla: applied_sla, event_type: 'nrt').count).to eq(0)
+        expect(SlaEvent.where(applied_sla: applied_sla, event_type: 'rt').count).to eq(0)
       end
     end
 
@@ -53,19 +49,17 @@ RSpec.describe Sla::EvaluateAppliedSlaService do
       it 'updates the SLA status to missed and logs a warning' do
         allow(Rails.logger).to receive(:warn)
         described_class.new(applied_sla: applied_sla).perform
-        expect(Rails.logger).to have_received(:warn).with("SLA missed for conversation #{conversation.id} in account " \
+        expect(Rails.logger).to have_received(:warn).with("SLA nrt missed for conversation #{conversation.id} in account " \
                                                           "#{applied_sla.account_id} for sla_policy #{sla_policy.id}")
-        expect(applied_sla.reload.sla_status).to eq('missed')
+        expect(applied_sla.reload.sla_status).to eq('active_with_misses')
+      end
 
-        expect(Notification.count).to eq(2)
-        # check if notification type is sla_missed_first_response
-        expect(Notification.where(notification_type: 'sla_missed_next_response').count).to eq(2)
-        # Check if notification is created for the assignee
-        expect(Notification.where(user_id: user_1.id).count).to eq(1)
-        # Check if notification is created for the account admin
-        expect(Notification.where(user_id: admin.id).count).to eq(1)
-        # Check if no notification is created for other user
-        expect(Notification.where(user_id: user_2.id).count).to eq(0)
+      it 'creates SlaEvent only for nrt miss' do
+        described_class.new(applied_sla: applied_sla).perform
+
+        expect(SlaEvent.where(applied_sla: applied_sla, event_type: 'frt').count).to eq(0)
+        expect(SlaEvent.where(applied_sla: applied_sla, event_type: 'nrt').count).to eq(1)
+        expect(SlaEvent.where(applied_sla: applied_sla, event_type: 'rt').count).to eq(0)
       end
     end
 
@@ -75,18 +69,18 @@ RSpec.describe Sla::EvaluateAppliedSlaService do
       it 'updates the SLA status to missed and logs a warning' do
         allow(Rails.logger).to receive(:warn)
         described_class.new(applied_sla: applied_sla).perform
-        expect(Rails.logger).to have_received(:warn).with("SLA missed for conversation #{conversation.id} in account " \
+        expect(Rails.logger).to have_received(:warn).with("SLA rt missed for conversation #{conversation.id} in account " \
                                                           "#{applied_sla.account_id} for sla_policy #{sla_policy.id}")
-        expect(applied_sla.reload.sla_status).to eq('missed')
 
-        expect(Notification.count).to eq(2)
-        expect(Notification.where(notification_type: 'sla_missed_resolution').count).to eq(2)
-        # Check if notification is created for the assignee
-        expect(Notification.where(user_id: user_1.id).count).to eq(1)
-        # Check if notification is created for the account admin
-        expect(Notification.where(user_id: admin.id).count).to eq(1)
-        # Check if no notification is created for other user
-        expect(Notification.where(user_id: user_2.id).count).to eq(0)
+        expect(applied_sla.reload.sla_status).to eq('active_with_misses')
+      end
+
+      it 'creates SlaEvent only for rt miss' do
+        described_class.new(applied_sla: applied_sla).perform
+
+        expect(SlaEvent.where(applied_sla: applied_sla, event_type: 'frt').count).to eq(0)
+        expect(SlaEvent.where(applied_sla: applied_sla, event_type: 'nrt').count).to eq(0)
+        expect(SlaEvent.where(applied_sla: applied_sla, event_type: 'rt').count).to eq(1)
       end
     end
 
@@ -110,13 +104,14 @@ RSpec.describe Sla::EvaluateAppliedSlaService do
         conversation.update(first_reply_created_at: 5.hours.ago, waiting_since: 5.hours.ago)
       end
 
-      it 'updates the SLA status to missed and logs a warning' do
+      it 'updates the SLA status to missed and logs multiple warnings' do
         allow(Rails.logger).to receive(:warn)
         described_class.new(applied_sla: applied_sla).perform
-        expect(Rails.logger).to have_received(:warn).with("SLA missed for conversation #{conversation.id} in account " \
+        expect(Rails.logger).to have_received(:warn).with("SLA rt missed for conversation #{conversation.id} in account " \
                                                           "#{applied_sla.account_id} for sla_policy #{sla_policy.id}").exactly(1).time
-        expect(applied_sla.reload.sla_status).to eq('missed')
-        expect(Notification.count).to eq(2)
+        expect(Rails.logger).to have_received(:warn).with("SLA nrt missed for conversation #{conversation.id} in account " \
+                                                          "#{applied_sla.account_id} for sla_policy #{sla_policy.id}").exactly(1).time
+        expect(applied_sla.reload.sla_status).to eq('active_with_misses')
       end
     end
   end
@@ -140,6 +135,7 @@ RSpec.describe Sla::EvaluateAppliedSlaService do
         expect(Rails.logger).to have_received(:info).with("SLA hit for conversation #{conversation.id} in account " \
                                                           "#{applied_sla.account_id} for sla_policy #{sla_policy.id}")
         expect(applied_sla.reload.sla_status).to eq('hit')
+        expect(SlaEvent.count).to eq(0)
         expect(Notification.count).to eq(0)
       end
     end
@@ -162,6 +158,7 @@ RSpec.describe Sla::EvaluateAppliedSlaService do
         expect(Rails.logger).to have_received(:info).with("SLA hit for conversation #{conversation.id} in account " \
                                                           "#{applied_sla.account_id} for sla_policy #{sla_policy.id}")
         expect(applied_sla.reload.sla_status).to eq('hit')
+        expect(SlaEvent.count).to eq(0)
       end
     end
 
@@ -177,7 +174,52 @@ RSpec.describe Sla::EvaluateAppliedSlaService do
         expect(Rails.logger).to have_received(:info).with("SLA hit for conversation #{conversation.id} in account " \
                                                           "#{applied_sla.account_id} for sla_policy #{sla_policy.id}")
         expect(applied_sla.reload.sla_status).to eq('hit')
+        expect(SlaEvent.count).to eq(0)
       end
     end
   end
+
+  describe 'SLA evaluation with frt hit, multiple nrt misses and rt miss' do
+    before do
+      # Setup SLA Policy thresholds
+      sla_policy.update(
+        first_response_time_threshold: 2.hours, # Hit frt
+        next_response_time_threshold: 1.hour, # Miss nrt multiple times
+        resolution_time_threshold: 4.hours # Miss rt
+      )
+
+      # Simulate conversation timeline
+      # Hit frt
+      # incoming message from customer
+      create(:message, conversation: conversation, created_at: 6.hours.ago, message_type: :incoming)
+      # outgoing message from agent within frt
+      create(:message, conversation: conversation, created_at: 5.hours.ago, message_type: :outgoing)
+
+      # Miss nrt first time
+      create(:message, conversation: conversation, created_at: 4.hours.ago, message_type: :incoming)
+      described_class.new(applied_sla: applied_sla).perform
+
+      # Miss nrt second time
+      create(:message, conversation: conversation, created_at: 3.hours.ago, message_type: :incoming)
+      described_class.new(applied_sla: applied_sla).perform
+
+      # Conversation is resolved missing rt
+      conversation.update(status: 'resolved')
+
+      # this will not create a new notification for rt miss as conversation is resolved
+      # but we would have already created an rt miss notification during previous evaluation
+      described_class.new(applied_sla: applied_sla).perform
+    end
+
+    it 'updates the SLA status to missed' do
+      # the status would be missed as the conversation is resolved
+      expect(applied_sla.reload.sla_status).to eq('missed')
+    end
+
+    it 'creates necessary sla events' do
+      expect(SlaEvent.where(applied_sla: applied_sla, event_type: 'frt').count).to eq(0)
+      expect(SlaEvent.where(applied_sla: applied_sla, event_type: 'nrt').count).to eq(2)
+      expect(SlaEvent.where(applied_sla: applied_sla, event_type: 'rt').count).to eq(1)
+    end
+  end
 end
diff --git a/spec/factories/facebook_message/incoming_fb_text_message.rb b/spec/factories/facebook_message/incoming_fb_text_message.rb
index dc75a912c..261e49261 100644
--- a/spec/factories/facebook_message/incoming_fb_text_message.rb
+++ b/spec/factories/facebook_message/incoming_fb_text_message.rb
@@ -11,6 +11,21 @@ FactoryBot.define do
     initialize_with { attributes }
   end
 
+  factory :mocked_message_text, class: Hash do
+    transient do
+      sender_id { '3383290475046708' }
+    end
+
+    initialize_with do
+      { messaging: { sender: { id: sender_id },
+                     recipient: { id: '117172741761305' },
+                     message: { mid: 'm_KXGKDUpO6xbVdAmZFBVpzU1AhKVJdAIUnUH4cwkvb_K3iZsWhowDRyJ_DcowEpJjncaBwdCIoRrixvCbbO1PcA',
+                                text: 'facebook message' } } }
+    end
+
+    # initialize_with { attributes }
+  end
+
   factory :message_deliveries, class: Hash do
     messaging do
       { sender: { id: '3383290475046708' },
diff --git a/spec/factories/sla_events.rb b/spec/factories/sla_events.rb
new file mode 100644
index 000000000..12be18ede
--- /dev/null
+++ b/spec/factories/sla_events.rb
@@ -0,0 +1,10 @@
+FactoryBot.define do
+  factory :sla_event do
+    applied_sla
+    conversation
+    event_type { 'frt' }
+    account { conversation.account }
+    inbox { conversation.inbox }
+    sla_policy { applied_sla.sla_policy }
+  end
+end
diff --git a/spec/lib/integrations/slack/incoming_message_builder_spec.rb b/spec/lib/integrations/slack/incoming_message_builder_spec.rb
index 5bb04c582..608324e8f 100644
--- a/spec/lib/integrations/slack/incoming_message_builder_spec.rb
+++ b/spec/lib/integrations/slack/incoming_message_builder_spec.rb
@@ -65,6 +65,16 @@ describe Integrations::Slack::IncomingMessageBuilder do
         expect(conversation.messages.count).to eql(messages_count)
       end
 
+      it 'does not create message if message already exists' do
+        expect(hook).not_to be_nil
+        messages_count = conversation.messages.count
+        builder = described_class.new(message_params)
+        allow(builder).to receive(:sender).and_return(nil)
+        2.times.each { builder.perform }
+        expect(conversation.messages.count).to eql(messages_count + 1)
+        expect(conversation.messages.last.content).to eql('this is test https://chatwoot.com Hey @Sojan Test again')
+      end
+
       it 'creates message' do
         expect(hook).not_to be_nil
         messages_count = conversation.messages.count
diff --git a/spec/listeners/automation_rule_listener_old_spec.rb b/spec/listeners/automation_rule_listener_old_spec.rb
index 4394a18bd..5103117cd 100644
--- a/spec/listeners/automation_rule_listener_old_spec.rb
+++ b/spec/listeners/automation_rule_listener_old_spec.rb
@@ -23,7 +23,7 @@ describe AutomationRuleListener do
            attribute_display_type: 'list',
            attribute_values: %w[regular platinum gold])
     create(:custom_attribute_definition,
-           attribute_key: 'priority',
+           attribute_key: 'priority_level',
            account: account,
            attribute_model: 'conversation_attribute',
            attribute_display_type: 'list',
@@ -267,7 +267,7 @@ describe AutomationRuleListener do
 
     context 'when rule matches based on custom_attributes' do
       before do
-        conversation.update!(custom_attributes: { priority: 'P2' })
+        conversation.update!(custom_attributes: { priority_level: 'P2' })
         conversation.contact.update!(custom_attributes: { cloud_customer: false })
 
         automation_rule.update!(
@@ -276,7 +276,7 @@ describe AutomationRuleListener do
           description: 'Add labels, assign team after conversation updated',
           conditions: [
             {
-              attribute_key: 'priority',
+              attribute_key: 'priority_level',
               filter_operator: 'equal_to',
               values: ['P2'],
               custom_attribute_type: 'conversation_attribute',
diff --git a/spec/models/automation_rule_spec.rb b/spec/models/automation_rule_spec.rb
index a20d3d71d..53ebfa0c7 100644
--- a/spec/models/automation_rule_spec.rb
+++ b/spec/models/automation_rule_spec.rb
@@ -1,6 +1,11 @@
 require 'rails_helper'
+require Rails.root.join 'spec/models/concerns/reauthorizable_shared.rb'
 
 RSpec.describe AutomationRule do
+  describe 'concerns' do
+    it_behaves_like 'reauthorizable'
+  end
+
   describe 'associations' do
     let(:account) { create(:account) }
     let(:params) do
@@ -56,4 +61,35 @@ RSpec.describe AutomationRule do
       expect(rule.errors.messages[:conditions]).to eq(['Automation conditions should have query operator.'])
     end
   end
+
+  describe 'reauthorizable' do
+    context 'when prompt_reauthorization!' do
+      it 'marks the rule inactive' do
+        rule = create(:automation_rule)
+        expect(rule.active).to be true
+        rule.prompt_reauthorization!
+        expect(rule.active).to be false
+      end
+    end
+
+    context 'when reauthorization_required?' do
+      it 'unsets the error count if conditions are updated' do
+        rule = create(:automation_rule)
+        rule.prompt_reauthorization!
+        expect(rule.reauthorization_required?).to be true
+
+        rule.update!(conditions: [{ attribute_key: 'browser_language', filter_operator: 'equal_to', values: ['en'], query_operator: 'AND' }])
+        expect(rule.reauthorization_required?).to be false
+      end
+
+      it 'will not unset the error count if conditions are not updated' do
+        rule = create(:automation_rule)
+        rule.prompt_reauthorization!
+        expect(rule.reauthorization_required?).to be true
+
+        rule.update!(name: 'Updated name')
+        expect(rule.reauthorization_required?).to be true
+      end
+    end
+  end
 end
diff --git a/spec/models/concerns/reauthorizable_shared.rb b/spec/models/concerns/reauthorizable_shared.rb
index 0bfa112c4..9efe232e8 100644
--- a/spec/models/concerns/reauthorizable_shared.rb
+++ b/spec/models/concerns/reauthorizable_shared.rb
@@ -25,10 +25,19 @@ shared_examples_for 'reauthorizable' do
 
   it 'prompt_reauthorization!' do
     obj = FactoryBot.create(model.to_s.underscore.tr('/', '_').to_sym)
+    mailer = double
+    mailer_method = double
+    allow(AdministratorNotifications::ChannelNotificationsMailer).to receive(:with).and_return(mailer)
+    # allow mailer to receive any methods and return mailer
+    allow(mailer).to receive(:method_missing).and_return(mailer_method)
+    allow(mailer_method).to receive(:deliver_later)
+
     expect(obj.reauthorization_required?).to be false
 
     obj.prompt_reauthorization!
     expect(obj.reauthorization_required?).to be true
+    expect(AdministratorNotifications::ChannelNotificationsMailer).to have_received(:with).with(account: obj.account)
+    expect(mailer_method).to have_received(:deliver_later)
   end
 
   it 'reauthorized!' do
diff --git a/spec/presenters/conversations/event_data_presenter_spec.rb b/spec/presenters/conversations/event_data_presenter_spec.rb
index 557d2b95c..f6a400b96 100644
--- a/spec/presenters/conversations/event_data_presenter_spec.rb
+++ b/spec/presenters/conversations/event_data_presenter_spec.rb
@@ -38,7 +38,8 @@ RSpec.describe Conversations::EventDataPresenter do
     end
 
     it 'returns push event payload' do
-      expect(presenter.push_data).to eq(expected_data)
+      # the exceptions are the values that would be added in enterprise edition.
+      expect(presenter.push_data.except(:applied_sla, :sla_events)).to include(expected_data)
     end
   end
 end
diff --git a/spec/services/contacts/filter_service_spec.rb b/spec/services/contacts/filter_service_spec.rb
index 572d2b205..a373cf81e 100644
--- a/spec/services/contacts/filter_service_spec.rb
+++ b/spec/services/contacts/filter_service_spec.rb
@@ -7,9 +7,9 @@ describe Contacts::FilterService do
   let!(:first_user) { create(:user, account: account) }
   let!(:second_user) { create(:user, account: account) }
   let!(:inbox) { create(:inbox, account: account, enable_auto_assignment: false) }
-  let(:en_contact) { create(:contact, account: account, additional_attributes: { 'browser_language': 'en' }) }
-  let(:el_contact) { create(:contact, account: account, additional_attributes: { 'browser_language': 'el' }) }
-  let(:cs_contact) { create(:contact, account: account, additional_attributes: { 'browser_language': 'cs' }) }
+  let!(:en_contact) { create(:contact, account: account, additional_attributes: { 'country_code': 'uk' }) }
+  let!(:el_contact) { create(:contact, account: account, additional_attributes: { 'country_code': 'gr' }) }
+  let!(:cs_contact) { create(:contact, account: account, additional_attributes: { 'country_code': 'cz' }) }
 
   before do
     create(:inbox_member, user: first_user, inbox: inbox)
@@ -37,6 +37,8 @@ describe Contacts::FilterService do
   end
 
   describe '#perform' do
+    let!(:params) { { payload: [], page: 1 } }
+
     before do
       en_contact.update_labels(%w[random_label support])
       cs_contact.update_labels('support')
@@ -46,90 +48,7 @@ describe Contacts::FilterService do
       cs_contact.update!(custom_attributes: { customer_type: 'platinum', signed_in_at: '2022-01-19' })
     end
 
-    context 'with query present' do
-      let!(:params) { { payload: [], page: 1 } }
-      let(:payload) do
-        [
-          {
-            attribute_key: 'browser_language',
-            filter_operator: 'equal_to',
-            values: ['en'],
-            query_operator: nil
-          }.with_indifferent_access
-        ]
-      end
-
-      context 'with label filter' do
-        it 'returns equal_to filter results properly' do
-          params[:payload] = [
-            {
-              attribute_key: 'labels',
-              filter_operator: 'equal_to',
-              values: ['support'],
-              query_operator: nil
-            }.with_indifferent_access
-          ]
-
-          result = filter_service.new(params, first_user).perform
-          expect(result[:contacts].length).to be 2
-          expect(result[:contacts].first.label_list).to include('support')
-          expect(result[:contacts].last.label_list).to include('support')
-        end
-
-        it 'returns not_equal_to filter results properly' do
-          params[:payload] = [
-            {
-              attribute_key: 'labels',
-              filter_operator: 'not_equal_to',
-              values: ['support'],
-              query_operator: nil
-            }.with_indifferent_access
-          ]
-
-          result = filter_service.new(params, first_user).perform
-          expect(result[:contacts].length).to be 1
-          expect(result[:contacts].first.id).to eq el_contact.id
-        end
-
-        it 'returns is_present filter results properly' do
-          params[:payload] = [
-            {
-              attribute_key: 'labels',
-              filter_operator: 'is_present',
-              values: [],
-              query_operator: nil
-            }.with_indifferent_access
-          ]
-
-          result = filter_service.new(params, first_user).perform
-          expect(result[:contacts].length).to be 2
-          expect(result[:contacts].first.label_list).to include('support')
-          expect(result[:contacts].last.label_list).to include('support')
-        end
-
-        it 'returns is_not_present filter results properly' do
-          params[:payload] = [
-            {
-              attribute_key: 'labels',
-              filter_operator: 'is_not_present',
-              values: [],
-              query_operator: nil
-            }.with_indifferent_access
-          ]
-
-          result = filter_service.new(params, first_user).perform
-          expect(result[:contacts].length).to be 1
-          expect(result[:contacts].first.id).to eq el_contact.id
-        end
-      end
-
-      it 'filter contacts by additional_attributes' do
-        params[:payload] = payload
-        result = filter_service.new(params, first_user).perform
-        expect(result[:count]).to be 1
-        expect(result[:contacts].first.id).to eq(en_contact.id)
-      end
-
+    context 'with standard attributes - name' do
       it 'filter contacts by name' do
         params[:payload] = [
           {
@@ -145,7 +64,168 @@ describe Contacts::FilterService do
         expect(result[:contacts].length).to be 1
         expect(result[:contacts].first.name).to eq(en_contact.name)
       end
+    end
 
+    context 'with standard attributes - blocked' do
+      it 'filter contacts by blocked' do
+        blocked_contact = create(:contact, account: account, blocked: true)
+        params = { payload: [{ attribute_key: 'blocked', filter_operator: 'equal_to', values: ['true'],
+                               query_operator: nil }.with_indifferent_access] }
+        result = filter_service.new(params, first_user).perform
+        expect(result[:count]).to be 1
+        expect(result[:contacts].first.id).to eq(blocked_contact.id)
+      end
+
+      it 'filter contacts by not_blocked' do
+        params = { payload: [{ attribute_key: 'blocked', filter_operator: 'equal_to', values: [false],
+                               query_operator: nil }.with_indifferent_access] }
+        result = filter_service.new(params, first_user).perform
+        # existing contacts are not blocked
+        expect(result[:count]).to be 3
+      end
+    end
+
+    context 'with standard attributes - label' do
+      it 'returns equal_to filter results properly' do
+        params[:payload] = [
+          {
+            attribute_key: 'labels',
+            filter_operator: 'equal_to',
+            values: ['support'],
+            query_operator: nil
+          }.with_indifferent_access
+        ]
+
+        result = filter_service.new(params, first_user).perform
+        expect(result[:contacts].length).to be 2
+        expect(result[:contacts].first.label_list).to include('support')
+        expect(result[:contacts].last.label_list).to include('support')
+      end
+
+      it 'returns not_equal_to filter results properly' do
+        params[:payload] = [
+          {
+            attribute_key: 'labels',
+            filter_operator: 'not_equal_to',
+            values: ['support'],
+            query_operator: nil
+          }.with_indifferent_access
+        ]
+
+        result = filter_service.new(params, first_user).perform
+        expect(result[:contacts].length).to be 1
+        expect(result[:contacts].first.id).to eq el_contact.id
+      end
+
+      it 'returns is_present filter results properly' do
+        params[:payload] = [
+          {
+            attribute_key: 'labels',
+            filter_operator: 'is_present',
+            values: [],
+            query_operator: nil
+          }.with_indifferent_access
+        ]
+
+        result = filter_service.new(params, first_user).perform
+        expect(result[:contacts].length).to be 2
+        expect(result[:contacts].first.label_list).to include('support')
+        expect(result[:contacts].last.label_list).to include('support')
+      end
+
+      it 'returns is_not_present filter results properly' do
+        params[:payload] = [
+          {
+            attribute_key: 'labels',
+            filter_operator: 'is_not_present',
+            values: [],
+            query_operator: nil
+          }.with_indifferent_access
+        ]
+
+        result = filter_service.new(params, first_user).perform
+        expect(result[:contacts].length).to be 1
+        expect(result[:contacts].first.id).to eq el_contact.id
+      end
+    end
+
+    context 'with standard attributes - last_activity_at' do
+      before do
+        Time.zone = 'UTC'
+        el_contact.update(last_activity_at: (Time.zone.today - 4.days))
+        cs_contact.update(last_activity_at: (Time.zone.today - 5.days))
+        en_contact.update(last_activity_at: (Time.zone.today - 2.days))
+      end
+
+      it 'filter by last_activity_at 3_days_before and custom_attributes' do
+        params[:payload] = [
+          {
+            attribute_key: 'last_activity_at',
+            filter_operator: 'days_before',
+            values: [3],
+            query_operator: 'AND'
+          }.with_indifferent_access,
+          {
+            attribute_key: 'contact_additional_information',
+            filter_operator: 'equal_to',
+            values: ['test custom data'],
+            query_operator: nil
+          }.with_indifferent_access
+        ]
+
+        expected_count = Contact.where(
+          "last_activity_at < ? AND
+          custom_attributes->>'contact_additional_information' = ?",
+          (Time.zone.today - 3.days),
+          'test custom data'
+        ).count
+
+        result = filter_service.new(params, first_user).perform
+        expect(result[:contacts].length).to be expected_count
+        expect(result[:contacts].first.id).to eq(el_contact.id)
+      end
+
+      it 'filter by last_activity_at 2_days_before and custom_attributes' do
+        params[:payload] = [
+          {
+            attribute_key: 'last_activity_at',
+            filter_operator: 'days_before',
+            values: [2],
+            query_operator: nil
+          }.with_indifferent_access
+        ]
+
+        expected_count = Contact.where('last_activity_at < ?', (Time.zone.today - 2.days)).count
+
+        result = filter_service.new(params, first_user).perform
+        expect(result[:contacts].length).to be expected_count
+        expect(result[:contacts].pluck(:id)).to include(el_contact.id)
+        expect(result[:contacts].pluck(:id)).to include(cs_contact.id)
+        expect(result[:contacts].pluck(:id)).not_to include(en_contact.id)
+      end
+    end
+
+    context 'with additional attributes' do
+      let(:payload) do
+        [
+          {
+            attribute_key: 'country_code',
+            filter_operator: 'equal_to',
+            values: ['uk'],
+            query_operator: nil
+          }.with_indifferent_access
+        ]
+      end
+
+      it 'filter contacts by additional_attributes' do
+        params[:payload] = payload
+        result = filter_service.new(params, first_user).perform
+        expect(result[:count]).to be 1
+        expect(result[:contacts].first.id).to eq(en_contact.id)
+      end
+    end
+
+    context 'with custom attributes' do
       it 'filter by custom_attributes and labels' do
         params[:payload] = [
           {
@@ -181,9 +261,9 @@ describe Contacts::FilterService do
             query_operator: 'AND'
           }.with_indifferent_access,
           {
-            attribute_key: 'browser_language',
+            attribute_key: 'country_code',
             filter_operator: 'equal_to',
-            values: ['el'],
+            values: ['GR'],
             query_operator: 'AND'
           }.with_indifferent_access,
           {
@@ -220,62 +300,6 @@ describe Contacts::FilterService do
         expect(result[:contacts].length).to be expected_count
         expect(result[:contacts].pluck(:id)).to include(el_contact.id)
       end
-
-      context 'with x_days_before filter' do
-        before do
-          Time.zone = 'UTC'
-          el_contact.update(last_activity_at: (Time.zone.today - 4.days))
-          cs_contact.update(last_activity_at: (Time.zone.today - 5.days))
-          en_contact.update(last_activity_at: (Time.zone.today - 2.days))
-        end
-
-        it 'filter by last_activity_at 3_days_before and custom_attributes' do
-          params[:payload] = [
-            {
-              attribute_key: 'last_activity_at',
-              filter_operator: 'days_before',
-              values: [3],
-              query_operator: 'AND'
-            }.with_indifferent_access,
-            {
-              attribute_key: 'contact_additional_information',
-              filter_operator: 'equal_to',
-              values: ['test custom data'],
-              query_operator: nil
-            }.with_indifferent_access
-          ]
-
-          expected_count = Contact.where(
-            "last_activity_at < ? AND
-            custom_attributes->>'contact_additional_information' = ?",
-            (Time.zone.today - 3.days),
-            'test custom data'
-          ).count
-
-          result = filter_service.new(params, first_user).perform
-          expect(result[:contacts].length).to be expected_count
-          expect(result[:contacts].first.id).to eq(el_contact.id)
-        end
-
-        it 'filter by last_activity_at 2_days_before and custom_attributes' do
-          params[:payload] = [
-            {
-              attribute_key: 'last_activity_at',
-              filter_operator: 'days_before',
-              values: [2],
-              query_operator: nil
-            }.with_indifferent_access
-          ]
-
-          expected_count = Contact.where('last_activity_at < ?', (Time.zone.today - 2.days)).count
-
-          result = filter_service.new(params, first_user).perform
-          expect(result[:contacts].length).to be expected_count
-          expect(result[:contacts].pluck(:id)).to include(el_contact.id)
-          expect(result[:contacts].pluck(:id)).to include(cs_contact.id)
-          expect(result[:contacts].pluck(:id)).not_to include(en_contact.id)
-        end
-      end
     end
   end
 end
diff --git a/spec/services/conversations/filter_service_spec.rb b/spec/services/conversations/filter_service_spec.rb
index cb2279acf..2fbaf5f61 100644
--- a/spec/services/conversations/filter_service_spec.rb
+++ b/spec/services/conversations/filter_service_spec.rb
@@ -55,7 +55,7 @@ describe Conversations::FilterService do
         [
           {
             attribute_key: 'browser_language',
-            filter_operator: 'contains',
+            filter_operator: 'equal_to',
             values: 'en',
             query_operator: 'AND',
             custom_attribute_type: ''
@@ -88,7 +88,7 @@ describe Conversations::FilterService do
       it 'filters items with contains filter_operator with values being an array' do
         params[:payload] = [{
           attribute_key: 'browser_language',
-          filter_operator: 'contains',
+          filter_operator: 'equal_to',
           values: %w[tr fr],
           query_operator: '',
           custom_attribute_type: ''
@@ -106,7 +106,7 @@ describe Conversations::FilterService do
       it 'filters items with does not contain filter operator with values being an array' do
         params[:payload] = [{
           attribute_key: 'browser_language',
-          filter_operator: 'does_not_contain',
+          filter_operator: 'not_equal_to',
           values: %w[tr en],
           query_operator: '',
           custom_attribute_type: ''
@@ -291,6 +291,11 @@ describe Conversations::FilterService do
       end
 
       it 'filter by custom_attributes and additional_attributes' do
+        conversations = user_1.conversations
+        conversations[0].update!(additional_attributes: { 'browser_language': 'en' }, custom_attributes: { conversation_type: 'silver' })
+        conversations[1].update!(additional_attributes: { 'browser_language': 'en' }, custom_attributes: { conversation_type: 'platinum' })
+        conversations[2].update!(additional_attributes: { 'browser_language': 'tr' }, custom_attributes: { conversation_type: 'platinum' })
+
         params[:payload] = [
           {
             attribute_key: 'conversation_type',
@@ -301,7 +306,7 @@ describe Conversations::FilterService do
           }.with_indifferent_access,
           {
             attribute_key: 'browser_language',
-            filter_operator: 'is_equal_to',
+            filter_operator: 'not_equal_to',
             values: 'en',
             query_operator: nil,
             custom_attribute_type: ''
diff --git a/spec/services/imap/fetch_email_service_spec.rb b/spec/services/imap/fetch_email_service_spec.rb
index 28a173951..46336bf0f 100644
--- a/spec/services/imap/fetch_email_service_spec.rb
+++ b/spec/services/imap/fetch_email_service_spec.rb
@@ -30,6 +30,7 @@ RSpec.describe Imap::FetchEmailService do
           allow(imap).to receive(:search).with(%w[SINCE 25-Oct-2020]).and_return([1])
           allow(imap).to receive(:fetch).with([1], 'BODY.PEEK[HEADER]').and_return([email_header])
           allow(imap).to receive(:fetch).with(1, 'RFC822').and_return([imap_fetch_mail])
+          allow(imap).to receive(:logout)
 
           result = described_class.new(channel: imap_email_channel).perform
 
@@ -39,6 +40,7 @@ RSpec.describe Imap::FetchEmailService do
           expect(imap).to have_received(:fetch).with([1], 'BODY.PEEK[HEADER]')
           expect(imap).to have_received(:fetch).with(1, 'RFC822')
           expect(logger).to have_received(:info).with("[IMAP::FETCH_EMAIL_SERVICE] Fetching mails from #{imap_email_channel.email}, found 1.")
+          expect(imap).to have_received(:logout)
         end
       end
 
@@ -51,6 +53,7 @@ RSpec.describe Imap::FetchEmailService do
 
           allow(imap).to receive(:search).with(%w[SINCE 25-Oct-2020]).and_return([1])
           allow(imap).to receive(:fetch).with([1], 'BODY.PEEK[HEADER]').and_return([email_header])
+          allow(imap).to receive(:logout)
 
           result = described_class.new(channel: imap_email_channel).perform
 
diff --git a/spec/services/imap/microsoft_fetch_email_service_spec.rb b/spec/services/imap/microsoft_fetch_email_service_spec.rb
index 8f79b86b5..3a13ce0c6 100644
--- a/spec/services/imap/microsoft_fetch_email_service_spec.rb
+++ b/spec/services/imap/microsoft_fetch_email_service_spec.rb
@@ -35,6 +35,7 @@ RSpec.describe Imap::MicrosoftFetchEmailService do
           allow(imap).to receive(:search).with(%w[SINCE 25-Oct-2020]).and_return([1])
           allow(imap).to receive(:fetch).with([1], 'BODY.PEEK[HEADER]').and_return([email_header])
           allow(imap).to receive(:fetch).with(1, 'RFC822').and_return([imap_fetch_mail])
+          allow(imap).to receive(:logout)
 
           result = described_class.new(channel: microsoft_channel).perform
 
diff --git a/tailwind.config.js b/tailwind.config.js
index aa7a2a14a..a34650fb5 100644
--- a/tailwind.config.js
+++ b/tailwind.config.js
@@ -26,6 +26,11 @@ module.exports = {
     './app/views/**/*.html.erb',
   ],
   theme: {
+    extend: {
+      fontFamily: {
+        inter: ['Inter', ...defaultTheme.fontFamily.sans],
+      },
+    },
     fontSize: {
       ...defaultTheme.fontSize,
       xxs: '0.625rem',
diff --git a/yarn.lock b/yarn.lock
index 9e919e2f4..71040ce17 100644
--- a/yarn.lock
+++ b/yarn.lock
@@ -8140,13 +8140,13 @@ bn.js@^5.2.1:
   resolved "https://registry.yarnpkg.com/bn.js/-/bn.js-5.2.1.tgz#0bc527a6a0d18d0aa8d5b0538ce4a77dccfa7b70"
   integrity sha512-eXRvHzWyYPBuB4NBy0cmYQjGitUrtqwbvlzP3G6VFnNRbsZQIxQ10PbKKHt8gZ/HW/D/747aDl+QkDqg3KQLMQ==
 
-body-parser@1.20.1:
-  version "1.20.1"
-  resolved "https://registry.yarnpkg.com/body-parser/-/body-parser-1.20.1.tgz#b1812a8912c195cd371a3ee5e66faa2338a5c668"
-  integrity sha512-jWi7abTbYwajOytWCQc37VulmWiRae5RyTpaCyDcS5/lMdtwSz5lOpDE67srw/HYe35f1z3fDQw+3txg7gNtWw==
+body-parser@1.20.2:
+  version "1.20.2"
+  resolved "https://registry.yarnpkg.com/body-parser/-/body-parser-1.20.2.tgz#6feb0e21c4724d06de7ff38da36dad4f57a747fd"
+  integrity sha512-ml9pReCu3M61kGlqoTm2umSXTlRTuGTx0bfYj+uIUKKYycG5NtSbeetV3faSU6R7ajOPw0g/J1PvK4qNy7s5bA==
   dependencies:
     bytes "3.1.2"
-    content-type "~1.0.4"
+    content-type "~1.0.5"
     debug "2.6.9"
     depd "2.0.0"
     destroy "1.2.0"
@@ -8154,7 +8154,7 @@ body-parser@1.20.1:
     iconv-lite "0.4.24"
     on-finished "2.4.1"
     qs "6.11.0"
-    raw-body "2.5.1"
+    raw-body "2.5.2"
     type-is "~1.6.18"
     unpipe "1.0.0"
 
@@ -9129,6 +9129,11 @@ content-type@~1.0.4:
   resolved "https://registry.yarnpkg.com/content-type/-/content-type-1.0.4.tgz#e138cc75e040c727b1966fe5e5f8c9aee256fe3b"
   integrity sha512-hIP3EEPs8tB9AT1L+NUqtwOAps4mk2Zob89MWXMHjHWg9milF/j4osnnQLXBCBFBk/tvIG/tUc9mOUJiPBhPXA==
 
+content-type@~1.0.5:
+  version "1.0.5"
+  resolved "https://registry.yarnpkg.com/content-type/-/content-type-1.0.5.tgz#8b773162656d1d1086784c8f23a54ce6d73d7918"
+  integrity sha512-nTjqfcBFEipKdXCv4YDQWCfmcLZKm81ldF0pAopTvyrFGVbcR6P/VAAd5G7N+0tTr8QqiU0tFadD6FK4NtJwOA==
+
 convert-source-map@^1.4.0, convert-source-map@^1.6.0, convert-source-map@^1.7.0:
   version "1.7.0"
   resolved "https://registry.yarnpkg.com/convert-source-map/-/convert-source-map-1.7.0.tgz#17a2cb882d7f77d3490585e2ce6c524424a3a442"
@@ -9146,10 +9151,10 @@ cookie-signature@1.0.6:
   resolved "https://registry.yarnpkg.com/cookie-signature/-/cookie-signature-1.0.6.tgz#e303a882b342cc3ee8ca513a79999734dab3ae2c"
   integrity sha512-QADzlaHc8icV8I7vbaJXJwod9HWYp8uCqf1xa4OfNu1T7JVxQIrUgOWtHdNDtPiywmFbiS12VjotIXLrKM3orQ==
 
-cookie@0.5.0:
-  version "0.5.0"
-  resolved "https://registry.yarnpkg.com/cookie/-/cookie-0.5.0.tgz#d1f5d71adec6558c58f389987c366aa47e994f8b"
-  integrity sha512-YZ3GUyn/o8gfKJlnlX7g7xq4gyO6OSuhGPKaaGssGB2qgDUS0gPgtTvoyZLTt9Ab6dC4hfc9dV5arkvc/OCmrw==
+cookie@0.6.0:
+  version "0.6.0"
+  resolved "https://registry.yarnpkg.com/cookie/-/cookie-0.6.0.tgz#2798b04b071b0ecbff0dbb62a505a8efa4e19051"
+  integrity sha512-U71cyTamuh1CRNCfpGY6to28lxvNwPG4Guz/EVjgf3Jmzv0vlDp1atT9eS5dDjMYHucpHbWns6Lwf3BKz6svdw==
 
 copy-concurrently@^1.0.0:
   version "1.0.5"
@@ -11054,16 +11059,16 @@ expect@^29.0.0, expect@^29.7.0:
     jest-util "^29.7.0"
 
 express@^4.17.1:
-  version "4.18.2"
-  resolved "https://registry.yarnpkg.com/express/-/express-4.18.2.tgz#3fabe08296e930c796c19e3c516979386ba9fd59"
-  integrity sha512-5/PsL6iGPdfQ/lKM1UuielYgv3BUoJfz1aUwU9vHZ+J7gyvwdQXFEBIEIaxeGf0GIcreATNyBExtalisDbuMqQ==
+  version "4.19.2"
+  resolved "https://registry.yarnpkg.com/express/-/express-4.19.2.tgz#e25437827a3aa7f2a827bc8171bbbb664a356465"
+  integrity sha512-5T6nhjsT+EOMzuck8JjBHARTHfMht0POzlA60WV2pMD3gyXw2LZnZ+ueGdNxG+0calOJcWKbpFcuzLZ91YWq9Q==
   dependencies:
     accepts "~1.3.8"
     array-flatten "1.1.1"
-    body-parser "1.20.1"
+    body-parser "1.20.2"
     content-disposition "0.5.4"
     content-type "~1.0.4"
-    cookie "0.5.0"
+    cookie "0.6.0"
     cookie-signature "1.0.6"
     debug "2.6.9"
     depd "2.0.0"
@@ -11407,9 +11412,9 @@ flush-write-stream@^1.0.0:
     readable-stream "^2.3.6"
 
 follow-redirects@^1.0.0, follow-redirects@^1.15.0:
-  version "1.15.3"
-  resolved "https://registry.yarnpkg.com/follow-redirects/-/follow-redirects-1.15.3.tgz#fe2f3ef2690afce7e82ed0b44db08165b207123a"
-  integrity sha512-1VzOtuEM8pC9SFU1E+8KfTjZyMztRsgEfwQl44z8A25uy13jSzTj6dyK2Df52iV0vgHCfBwLhDWevLn95w5v6Q==
+  version "1.15.6"
+  resolved "https://registry.yarnpkg.com/follow-redirects/-/follow-redirects-1.15.6.tgz#7f815c0cda4249c74ff09e95ef97c23b5fd0399b"
+  integrity sha512-wWN62YITEaOpSK584EZXJafH1AGpO8RVgElfkuXbTOrPX4fIfOyEpW/CsiNd8JdYrAoOvafRTOEnvsO++qCqFA==
 
 for-each@^0.3.3:
   version "0.3.3"
@@ -14551,10 +14556,10 @@ markdown-it@^10.0.0:
     mdurl "^1.0.1"
     uc.micro "^1.0.5"
 
-markdown-it@^13.0.1:
-  version "13.0.1"
-  resolved "https://registry.yarnpkg.com/markdown-it/-/markdown-it-13.0.1.tgz#c6ecc431cacf1a5da531423fc6a42807814af430"
-  integrity sha512-lTlxriVoy2criHP0JKRhO2VDG9c2ypWCsT237eDiLqi09rmbKoUetyGHq2uOIRoRS//kfoJckS0eUzzkDR+k2Q==
+markdown-it@^13.0.2:
+  version "13.0.2"
+  resolved "https://registry.yarnpkg.com/markdown-it/-/markdown-it-13.0.2.tgz#1bc22e23379a6952e5d56217fbed881e0c94d536"
+  integrity sha512-FtwnEuuK+2yVU7goGn/MJ0WBZMM9ZPgU9spqlFs7/A/pDIUNSOQZhUgOqYCficIuR2QaFnrt8LHqBWsbTAoI5w==
   dependencies:
     argparse "^2.0.1"
     entities "~3.0.1"
@@ -17578,10 +17583,10 @@ range-parser@^1.2.1, range-parser@~1.2.1:
   resolved "https://registry.yarnpkg.com/range-parser/-/range-parser-1.2.1.tgz#3cf37023d199e1c24d1a55b84800c2f3e6468031"
   integrity sha512-Hrgsx+orqoygnmhFbKaHE6c296J+HTAQXoxEF6gNupROmmGJRoyzfG3ccAveqCBrwr/2yxQ5BVd/GTl5agOwSg==
 
-raw-body@2.5.1:
-  version "2.5.1"
-  resolved "https://registry.yarnpkg.com/raw-body/-/raw-body-2.5.1.tgz#fe1b1628b181b700215e5fd42389f98b71392857"
-  integrity sha512-qqJBtEyVgS0ZmPGdCFPWJ3FreoqvG4MVQln/kCgF7Olq95IbOp0/BWyMwbdtn4VTvkM8Y7khCQ2Xgk/tcrCXig==
+raw-body@2.5.2:
+  version "2.5.2"
+  resolved "https://registry.yarnpkg.com/raw-body/-/raw-body-2.5.2.tgz#99febd83b90e08975087e8f1f9419a149366b68a"
+  integrity sha512-8zGqypfENjCIqGhgXToC8aB2r7YrBX+AQAfIPs/Mlk+BtPTztOvTS01NRW/3Eh60J+a48lt8qsCzirQ6loCVfA==
   dependencies:
     bytes "3.1.2"
     http-errors "2.0.0"