chore: Update translations (#9236)

- update translations 

------------------
Co-authored-by: Sojan <sojan@pepalo.com>

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",

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",

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",

app/javascript/dashboard/i18n/locale/am/general.json

@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}

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": {

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",

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"
+    }
   }
 }

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",

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",
+      "EMPTY": {
-      "DESC": "SLAs: Friendly promises for great service!",
+        "TITLE_1": "Enterprise P0",
-      "TABLE_HEADER": [
+        "DESC_1": "Issues raised by enterprise customers, that require immediate attention.",
-        "Name",
+        "TITLE_2": "Enterprise P1",
-        "Description",
+        "DESC_2": "Issues raised by enterprise customers, that needs to be acknowledged quickly."
-        "FRT",
+      },
-        "NRT",
+      "BUSINESS_HOURS_ON": "Business hours on",
-        "RT",
+      "BUSINESS_HOURS_OFF": "Business hours off",
-        "Business Hours"
+      "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": {
+    "DELETE": {
-      "TITLE": "Edit SLA",
+      "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"
     }
   }
 }

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",

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",

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",

app/javascript/dashboard/i18n/locale/ar/general.json

@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}

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": {

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",

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"
+    }
   }
 }

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",

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",
+      "EMPTY": {
-      "DESC": "SLAs: Friendly promises for great service!",
+        "TITLE_1": "Enterprise P0",
-      "TABLE_HEADER": [
+        "DESC_1": "Issues raised by enterprise customers, that require immediate attention.",
-        "الاسم",
+        "TITLE_2": "Enterprise P1",
-        "الوصف",
+        "DESC_2": "Issues raised by enterprise customers, that needs to be acknowledged quickly."
-        "FRT",
+      },
-        "NRT",
+      "BUSINESS_HOURS_ON": "Business hours on",
-        "RT",
+      "BUSINESS_HOURS_OFF": "Business hours off",
-        "ساعات العمل"
+      "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": {
+    "DELETE": {
-      "TITLE": "Edit SLA",
+      "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"
     }
   }
 }

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!",

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",

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",

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",

app/javascript/dashboard/i18n/locale/bg/general.json

@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}

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": {

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",

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"
+    }
   }
 }

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",

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",
+      "EMPTY": {
-      "DESC": "SLAs: Friendly promises for great service!",
+        "TITLE_1": "Enterprise P0",
-      "TABLE_HEADER": [
+        "DESC_1": "Issues raised by enterprise customers, that require immediate attention.",
-        "Име",
+        "TITLE_2": "Enterprise P1",
-        "Описание",
+        "DESC_2": "Issues raised by enterprise customers, that needs to be acknowledged quickly."
-        "FRT",
+      },
-        "NRT",
+      "BUSINESS_HOURS_ON": "Business hours on",
-        "RT",
+      "BUSINESS_HOURS_OFF": "Business hours off",
-        "Business Hours"
+      "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": {
+    "DELETE": {
-      "TITLE": "Edit SLA",
+      "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"
     }
   }
 }

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",

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",

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",

app/javascript/dashboard/i18n/locale/ca/general.json

@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}

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": {

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",

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"
+    }
   }
 }

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",

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",
+      "EMPTY": {
-      "DESC": "SLAs: Friendly promises for great service!",
+        "TITLE_1": "Enterprise P0",
-      "TABLE_HEADER": [
+        "DESC_1": "Issues raised by enterprise customers, that require immediate attention.",
-        "Nom",
+        "TITLE_2": "Enterprise P1",
-        "Descripció",
+        "DESC_2": "Issues raised by enterprise customers, that needs to be acknowledged quickly."
-        "FRT",
+      },
-        "NRT",
+      "BUSINESS_HOURS_ON": "Business hours on",
-        "RT",
+      "BUSINESS_HOURS_OFF": "Business hours off",
-        "Business Hours"
+      "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": {
+    "DELETE": {
-      "TITLE": "Edit SLA",
+      "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"
     }
   }
 }

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",

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",

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",

app/javascript/dashboard/i18n/locale/cs/general.json

@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}

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": {

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",

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"
+    }
   }
 }

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",

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",
+      "EMPTY": {
-      "DESC": "SLAs: Friendly promises for great service!",
+        "TITLE_1": "Enterprise P0",
-      "TABLE_HEADER": [
+        "DESC_1": "Issues raised by enterprise customers, that require immediate attention.",
-        "Název",
+        "TITLE_2": "Enterprise P1",
-        "Description",
+        "DESC_2": "Issues raised by enterprise customers, that needs to be acknowledged quickly."
-        "FRT",
+      },
-        "NRT",
+      "BUSINESS_HOURS_ON": "Business hours on",
-        "RT",
+      "BUSINESS_HOURS_OFF": "Business hours off",
-        "Pracovní doba"
+      "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": {
+    "DELETE": {
-      "TITLE": "Edit SLA",
+      "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"
     }
   }
 }

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",

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",

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",

app/javascript/dashboard/i18n/locale/da/general.json

@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}

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": {

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",

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"
+    }
   }
 }

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",

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",
+      "EMPTY": {
-      "DESC": "SLAs: Friendly promises for great service!",
+        "TITLE_1": "Enterprise P0",
-      "TABLE_HEADER": [
+        "DESC_1": "Issues raised by enterprise customers, that require immediate attention.",
-        "Navn",
+        "TITLE_2": "Enterprise P1",
-        "Beskrivelse",
+        "DESC_2": "Issues raised by enterprise customers, that needs to be acknowledged quickly."
-        "FRT",
+      },
-        "NRT",
+      "BUSINESS_HOURS_ON": "Business hours on",
-        "RT",
+      "BUSINESS_HOURS_OFF": "Business hours off",
-        "Forretningstider"
+      "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": {
+    "DELETE": {
-      "TITLE": "Edit SLA",
+      "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"
     }
   }
 }

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",

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",

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",

app/javascript/dashboard/i18n/locale/de/general.json

@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}

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": {

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",

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"
+    }
   }
 }

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",

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",
+      "EMPTY": {
-      "DESC": "SLAs: Friendly promises for great service!",
+        "TITLE_1": "Enterprise P0",
-      "TABLE_HEADER": [
+        "DESC_1": "Issues raised by enterprise customers, that require immediate attention.",
-        "Name",
+        "TITLE_2": "Enterprise P1",
-        "Beschreibung",
+        "DESC_2": "Issues raised by enterprise customers, that needs to be acknowledged quickly."
-        "FRT",
+      },
-        "NRT",
+      "BUSINESS_HOURS_ON": "Business hours on",
-        "RT",
+      "BUSINESS_HOURS_OFF": "Business hours off",
-        "Öffnungszeiten"
+      "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": {
+    "DELETE": {
-      "TITLE": "Edit SLA",
+      "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"
     }
   }
 }

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",

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",

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",

app/javascript/dashboard/i18n/locale/el/general.json

@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}

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": {

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",

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"
+    }
   }
 }

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",

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",
+      "EMPTY": {
-      "DESC": "SLAs: Friendly promises for great service!",
+        "TITLE_1": "Enterprise P0",
-      "TABLE_HEADER": [
+        "DESC_1": "Issues raised by enterprise customers, that require immediate attention.",
-        "Όνομα",
+        "TITLE_2": "Enterprise P1",
-        "Περιγραφή",
+        "DESC_2": "Issues raised by enterprise customers, that needs to be acknowledged quickly."
-        "FRT",
+      },
-        "NRT",
+      "BUSINESS_HOURS_ON": "Business hours on",
-        "RT",
+      "BUSINESS_HOURS_OFF": "Business hours off",
-        "Ώρες Εργασίας"
+      "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": {
+    "DELETE": {
-      "TITLE": "Edit SLA",
+      "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"
     }
   }
 }

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"
       }
     }
   }

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",
+    "MUTE_CONTACT": "Bloquear contacto",
-    "UNMUTE_CONTACT": "Unblock Contact",
+    "UNMUTE_CONTACT": "Desbloquear contacto",
-    "MUTED_SUCCESS": "This contact is blocked successfully. You will not be notified of any future conversations.",
+    "MUTED_SUCCESS": "Este contacto está bloqueado con éxito. No se te notificará de ninguna conversación futura.",
-    "UNMUTED_SUCCESS": "This contact is unblocked successfully.",
+    "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?",
+      "MESSAGE": "¿Está seguro que desea exportar todos los contactos?",
-      "YES": "Yes, Export",
+      "YES": "Sí, exportar",
-      "NO": "No, Cancel"
+      "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",

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",

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",

app/javascript/dashboard/i18n/locale/es/general.json

@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}

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": {

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"
       },

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": "No hay notificaciones activas en este grupo.",
-      "404": "There are no active notifications in this group.",
+      "NO_NOTIFICATIONS": "Sin notificaciones",
-      "NO_NOTIFICATIONS": "No notifications",
+      "NOTE": "Notificaciones de todas las entradas suscritas",
-      "NOTE": "Notifications from all subscribed inboxes",
+      "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",
+      "SNOOZE": "Posponer notificación",
-      "DELETE": "Delete notification"
+      "DELETE": "Borrar notificación",
+      "BACK": "Atrás"
     },
     "TYPES": {
-      "CONVERSATION_MENTION": "You have been mentioned in a conversation",
+      "CONVERSATION_MENTION": "Has sido mencionado en una conversación",
-      "CONVERSATION_CREATION": "New conversation created",
+      "CONVERSATION_CREATION": "Nueva conversación creada",
-      "CONVERSATION_ASSIGNMENT": "A conversation has been assigned to you",
+      "CONVERSATION_ASSIGNMENT": "Se te ha asignado una conversación",
-      "ASSIGNED_CONVERSATION_NEW_MESSAGE": "New message in an assigned conversation",
+      "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Nuevo mensaje en una conversación asignada",
-      "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "New message in a conversation you are participating in"
+      "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": "Eliminar todo",
-      "DELETE_ALL_READ": "Delete all read"
+      "DELETE_ALL_READ": "Borrar todos los leídos"
     },
     "DISPLAY_MENU": {
-      "SORT": "Sort",
+      "SORT": "Ordenar",
-      "DISPLAY": "Display :",
+      "DISPLAY": "Mostrar:",
       "SORT_OPTIONS": {
         "NEWEST": "Más reciente",
         "OLDEST": "Más antiguo",

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"
+    }
   }
 }

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",

app/javascript/dashboard/i18n/locale/es/sla.json

@@ -1,41 +1,50 @@
 {
   "SLA": {
     "HEADER": "SLA",
-    "HEADER_BTN_TXT": "Add SLA",
+    "ADD_ACTION": "Añadir SLA",
-    "LOADING": "Fetching SLAs",
+    "ADD_ACTION_LONG": "Create a new SLA Policy",
-    "SEARCH_404": "No hay elementos que coincidan con esta consulta",
+    "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.",
-    "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>",
+    "LEARN_MORE": "Más información sobre SLA",
+    "LOADING": "Obteniendo SLAs",
     "LIST": {
-      "404": "There are no SLAs available in this account.",
+      "404": "No hay SLAs disponibles en esta cuenta.",
-      "TITLE": "Manage SLA",
+      "EMPTY": {
-      "DESC": "SLAs: Friendly promises for great service!",
+        "TITLE_1": "Enterprise P0",
-      "TABLE_HEADER": [
+        "DESC_1": "Issues raised by enterprise customers, that require immediate attention.",
-        "Nombre",
+        "TITLE_2": "Enterprise P1",
-        "Descripción",
+        "DESC_2": "Issues raised by enterprise customers, that needs to be acknowledged quickly."
-        "FRT",
+      },
-        "NRT",
+      "BUSINESS_HOURS_ON": "Horas laborables",
-        "RT",
+      "BUSINESS_HOURS_OFF": "Horas de descanso",
-        "Horarios"
+      "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",
+        "LABEL": "Nombre de SLA",
-        "PLACEHOLDER": "SLA Name",
+        "PLACEHOLDER": "Nombre de SLA",
-        "REQUIRED_ERROR": "SLA name is required",
+        "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",
+      "TITLE": "Añadir SLA",
-      "DESC": "SLAs: Friendly promises for great service!",
+      "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": {
+    "DELETE": {
-      "TITLE": "Edit SLA",
+      "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"
     }
   }
 }

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",

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",

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",

app/javascript/dashboard/i18n/locale/fa/general.json

@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}

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": {

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",

app/javascript/dashboard/i18n/locale/fa/integrations.json

@@ -145,7 +145,7 @@
         "TITLE": "Tone",
         "OPTIONS": {
           "PROFESSIONAL": "Professional",
-          "FRIENDLY": "Friendly"
+          "FRIENDLY": "دوستانه"
         }
       },
       "BUTTONS": {

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"
+    }
   }
 }

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",

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",
+      "EMPTY": {
-      "DESC": "SLAs: Friendly promises for great service!",
+        "TITLE_1": "Enterprise P0",
-      "TABLE_HEADER": [
+        "DESC_1": "Issues raised by enterprise customers, that require immediate attention.",
-        "نام",
+        "TITLE_2": "Enterprise P1",
-        "توضیحات",
+        "DESC_2": "Issues raised by enterprise customers, that needs to be acknowledged quickly."
-        "FRT",
+      },
-        "NRT",
+      "BUSINESS_HOURS_ON": "Business hours on",
-        "RT",
+      "BUSINESS_HOURS_OFF": "Business hours off",
-        "ساعت کاری"
+      "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": {
+    "DELETE": {
-      "TITLE": "Edit SLA",
+      "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"
     }
   }
 }

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",

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",

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",

app/javascript/dashboard/i18n/locale/fi/general.json

@@ -0,0 +1,5 @@
+{
+  "GENERAL": {
+    "SHOWING_RESULTS": "Showing {firstIndex}-{lastIndex} of {totalCount} items"
+  }
+}

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": {

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",