Initial commit: Add logistics and order_detail message types

- Add Logistics component with progress tracking
- Add OrderDetail component for order information
- Support data-driven steps and actions
- Add blue color scale to widget SCSS
- Fix node overflow and progress bar rendering issues
- Add English translations for dashboard components

Co-Authored-By: Claude Sonnet 4.5 <noreply@anthropic.com>

spec/builders/account_builder_spec.rb

@@ -0,0 +1,57 @@
+# frozen_string_literal: true
+
+require 'rails_helper'
+
+RSpec.describe AccountBuilder do
+  let(:email) { 'user@example.com' }
+  let(:user_password) { 'Password123!' }
+  let(:account_name) { 'Test Account' }
+  let(:user_full_name) { 'Test User' }
+  let(:validation_service) { instance_double(Account::SignUpEmailValidationService, perform: true) }
+  let(:account_builder) do
+    described_class.new(
+      account_name: account_name,
+      email: email,
+      user_full_name: user_full_name,
+      user_password: user_password,
+      confirmed: true
+    )
+  end
+
+  # Mock the email validation service
+  before do
+    allow(Account::SignUpEmailValidationService).to receive(:new).with(email).and_return(validation_service)
+  end
+
+  describe '#perform' do
+    context 'when valid params are passed' do
+      it 'creates a new account with correct name' do
+        _user, account = account_builder.perform
+        expect(account).to be_an(Account)
+        expect(account.name).to eq(account_name)
+      end
+
+      it 'creates a new confirmed user with correct details' do
+        user, _account = account_builder.perform
+        expect(user).to be_a(User)
+        expect(user.email).to eq(email)
+        expect(user.name).to eq(user_full_name)
+        expect(user.confirmed?).to be(true)
+      end
+
+      it 'links user to account as administrator' do
+        user, account = account_builder.perform
+        expect(user.account_users.first.role).to eq('administrator')
+        expect(user.accounts.first).to eq(account)
+      end
+
+      it 'increments the counts of models' do
+        expect do
+          account_builder.perform
+        end.to change(Account, :count).by(1)
+           .and change(User, :count).by(1)
+           .and change(AccountUser, :count).by(1)
+      end
+    end
+  end
+end

spec/builders/agent_builder_spec.rb

@@ -0,0 +1,71 @@
+require 'rails_helper'
+
+RSpec.describe AgentBuilder, type: :model do
+  subject(:agent_builder) { described_class.new(params) }
+
+  let(:account) { create(:account) }
+  let!(:current_user) { create(:user, account: account) }
+  let(:email) { 'test@example.com' }
+  let(:name) { 'Test User' }
+  let(:role) { 'agent' }
+  let(:availability) { 'offline' }
+  let(:auto_offline) { false }
+  let(:params) do
+    {
+      email: email,
+      name: name,
+      inviter: current_user,
+      account: account,
+      role: role,
+      availability: availability,
+      auto_offline: auto_offline
+    }
+  end
+
+  describe '#perform' do
+    context 'when user does not exist' do
+      it 'creates a new user' do
+        expect { agent_builder.perform }.to change(User, :count).by(1)
+      end
+
+      it 'creates a new account user' do
+        expect { agent_builder.perform }.to change(AccountUser, :count).by(1)
+      end
+
+      it 'returns a user' do
+        expect(agent_builder.perform).to be_a(User)
+      end
+    end
+
+    context 'when user exists' do
+      before do
+        create(:user, email: email)
+      end
+
+      it 'does not create a new user' do
+        expect { agent_builder.perform }.not_to change(User, :count)
+      end
+
+      it 'creates a new account user' do
+        expect { agent_builder.perform }.to change(AccountUser, :count).by(1)
+      end
+    end
+
+    context 'when only email is provided' do
+      let(:params) { { email: email, inviter: current_user, account: account } }
+
+      it 'creates a user with default values' do
+        user = agent_builder.perform
+        expect(user.name).to eq('')
+        expect(AccountUser.find_by(user: user).role).to eq('agent')
+      end
+    end
+
+    context 'when a temporary password is generated' do
+      it 'sets a temporary password for the user' do
+        user = agent_builder.perform
+        expect(user.encrypted_password).not_to be_empty
+      end
+    end
+  end
+end

spec/builders/campaigns/campaign_conversation_builder_spec.rb

@@ -0,0 +1,32 @@
+require 'rails_helper'
+
+describe Campaigns::CampaignConversationBuilder do
+  let(:account) { create(:account) }
+  let(:inbox) { create(:inbox, account: account) }
+  let(:contact) { create(:contact, account: account, identifier: '123') }
+  let(:contact_inbox) { create(:contact_inbox, contact: contact, inbox: inbox) }
+  let(:campaign) { create(:campaign, inbox: inbox, account: account, trigger_rules: { url: 'https://test.com' }) }
+
+  describe '#perform' do
+    it 'creates a conversation with campaign id and message with campaign message' do
+      campaign_conversation = described_class.new(
+        contact_inbox_id: contact_inbox.id,
+        campaign_display_id: campaign.display_id
+      ).perform
+
+      expect(campaign_conversation.campaign_id).to eq(campaign.id)
+      expect(campaign_conversation.messages.first.content).to eq(campaign.message)
+      expect(campaign_conversation.messages.first.additional_attributes['campaign_id']).to eq(campaign.id)
+    end
+
+    it 'will not create a conversation with campaign id if another conversation exists' do
+      create(:conversation, contact_inbox_id: contact_inbox.id, inbox: inbox, account: account)
+      campaign_conversation = described_class.new(
+        contact_inbox_id: contact_inbox.id,
+        campaign_display_id: campaign.display_id
+      ).perform
+
+      expect(campaign_conversation).to be_nil
+    end
+  end
+end

spec/builders/contact_inbox_builder_spec.rb

@@ -0,0 +1,371 @@
+require 'rails_helper'
+
+describe ContactInboxBuilder do
+  let(:account) { create(:account) }
+  let(:contact) { create(:contact, email: 'xyc@example.com', phone_number: '+23423424123', account: account) }
+
+  describe '#perform' do
+    describe 'twilio sms inbox' do
+      let!(:twilio_sms) { create(:channel_twilio_sms, account: account) }
+      let!(:twilio_inbox) { create(:inbox, channel: twilio_sms, account: account) }
+
+      it 'does not create contact inbox when contact inbox already exists with the source id provided' do
+        existing_contact_inbox = create(:contact_inbox, contact: contact, inbox: twilio_inbox, source_id: contact.phone_number)
+        contact_inbox = described_class.new(
+          contact: contact,
+          inbox: twilio_inbox,
+          source_id: contact.phone_number
+        ).perform
+
+        expect(contact_inbox.id).to eq(existing_contact_inbox.id)
+      end
+
+      it 'does not create contact inbox when contact inbox already exists with phone number and source id is not provided' do
+        existing_contact_inbox = create(:contact_inbox, contact: contact, inbox: twilio_inbox, source_id: contact.phone_number)
+        contact_inbox = described_class.new(
+          contact: contact,
+          inbox: twilio_inbox
+        ).perform
+
+        expect(contact_inbox.id).to eq(existing_contact_inbox.id)
+      end
+
+      it 'creates a new contact inbox when different source id is provided' do
+        existing_contact_inbox = create(:contact_inbox, contact: contact, inbox: twilio_inbox, source_id: contact.phone_number)
+        contact_inbox = described_class.new(
+          contact: contact,
+          inbox: twilio_inbox,
+          source_id: '+224213223422'
+        ).perform
+
+        expect(contact_inbox.id).not_to eq(existing_contact_inbox.id)
+        expect(contact_inbox.source_id).to eq('+224213223422')
+      end
+
+      it 'creates a contact inbox with contact phone number when source id not provided and no contact inbox exists' do
+        contact_inbox = described_class.new(
+          contact: contact,
+          inbox: twilio_inbox
+        ).perform
+
+        expect(contact_inbox.source_id).to eq(contact.phone_number)
+      end
+
+      it 'raises error when contact phone number is not present and no source id is provided' do
+        contact.update!(phone_number: nil)
+
+        expect do
+          described_class.new(
+            contact: contact,
+            inbox: twilio_inbox
+          ).perform
+        end.to raise_error(ActionController::ParameterMissing, 'param is missing or the value is empty: contact phone number')
+      end
+    end
+
+    describe 'twilio whatsapp inbox' do
+      let!(:twilio_whatsapp) { create(:channel_twilio_sms, medium: :whatsapp, account: account) }
+      let!(:twilio_inbox) { create(:inbox, channel: twilio_whatsapp, account: account) }
+
+      it 'does not create contact inbox when contact inbox already exists with the source id provided' do
+        existing_contact_inbox = create(:contact_inbox, contact: contact, inbox: twilio_inbox, source_id: "whatsapp:#{contact.phone_number}")
+        contact_inbox = described_class.new(
+          contact: contact,
+          inbox: twilio_inbox,
+          source_id: "whatsapp:#{contact.phone_number}"
+        ).perform
+
+        expect(contact_inbox.id).to eq(existing_contact_inbox.id)
+      end
+
+      it 'does not create contact inbox when contact inbox already exists with phone number and source id is not provided' do
+        existing_contact_inbox = create(:contact_inbox, contact: contact, inbox: twilio_inbox, source_id: "whatsapp:#{contact.phone_number}")
+        contact_inbox = described_class.new(
+          contact: contact,
+          inbox: twilio_inbox
+        ).perform
+
+        expect(contact_inbox.id).to eq(existing_contact_inbox.id)
+      end
+
+      it 'creates a new contact inbox when different source id is provided' do
+        existing_contact_inbox = create(:contact_inbox, contact: contact, inbox: twilio_inbox, source_id: "whatsapp:#{contact.phone_number}")
+        contact_inbox = described_class.new(
+          contact: contact,
+          inbox: twilio_inbox,
+          source_id: 'whatsapp:+555555'
+        ).perform
+
+        expect(contact_inbox.id).not_to eq(existing_contact_inbox.id)
+        expect(contact_inbox.source_id).to eq('whatsapp:+555555')
+      end
+
+      it 'creates a contact inbox with contact phone number when source id not provided and no contact inbox exists' do
+        contact_inbox = described_class.new(
+          contact: contact,
+          inbox: twilio_inbox
+        ).perform
+
+        expect(contact_inbox.source_id).to eq("whatsapp:#{contact.phone_number}")
+      end
+
+      it 'raises error when contact phone number is not present and no source id is provided' do
+        contact.update!(phone_number: nil)
+
+        expect do
+          described_class.new(
+            contact: contact,
+            inbox: twilio_inbox
+          ).perform
+        end.to raise_error(ActionController::ParameterMissing, 'param is missing or the value is empty: contact phone number')
+      end
+    end
+
+    describe 'whatsapp inbox' do
+      let(:whatsapp_inbox) { create(:channel_whatsapp, account: account, sync_templates: false, validate_provider_config: false).inbox }
+
+      it 'does not create contact inbox when contact inbox already exists with the source id provided' do
+        existing_contact_inbox = create(:contact_inbox, contact: contact, inbox: whatsapp_inbox, source_id: contact.phone_number&.delete('+'))
+        contact_inbox = described_class.new(
+          contact: contact,
+          inbox: whatsapp_inbox,
+          source_id: contact.phone_number&.delete('+')
+        ).perform
+
+        expect(contact_inbox.id).to be(existing_contact_inbox.id)
+      end
+
+      it 'does not create contact inbox when contact inbox already exists with phone number and source id is not provided' do
+        existing_contact_inbox = create(:contact_inbox, contact: contact, inbox: whatsapp_inbox, source_id: contact.phone_number&.delete('+'))
+        contact_inbox = described_class.new(
+          contact: contact,
+          inbox: whatsapp_inbox
+        ).perform
+
+        expect(contact_inbox.id).to be(existing_contact_inbox.id)
+      end
+
+      it 'creates a new contact inbox when different source id is provided' do
+        existing_contact_inbox = create(:contact_inbox, contact: contact, inbox: whatsapp_inbox, source_id: contact.phone_number&.delete('+'))
+        contact_inbox = described_class.new(
+          contact: contact,
+          inbox: whatsapp_inbox,
+          source_id: '555555'
+        ).perform
+
+        expect(contact_inbox.id).not_to be(existing_contact_inbox.id)
+        expect(contact_inbox.source_id).not_to be('555555')
+      end
+
+      it 'creates a contact inbox with contact phone number when source id not provided and no contact inbox exists' do
+        contact_inbox = described_class.new(
+          contact: contact,
+          inbox: whatsapp_inbox
+        ).perform
+
+        expect(contact_inbox.source_id).to eq(contact.phone_number&.delete('+'))
+      end
+
+      it 'raises error when contact phone number is not present and no source id is provided' do
+        contact.update!(phone_number: nil)
+
+        expect do
+          described_class.new(
+            contact: contact,
+            inbox: whatsapp_inbox
+          ).perform
+        end.to raise_error(ActionController::ParameterMissing, 'param is missing or the value is empty: contact phone number')
+      end
+    end
+
+    describe 'sms inbox' do
+      let!(:sms_channel) { create(:channel_sms, account: account) }
+      let!(:sms_inbox) { create(:inbox, channel: sms_channel, account: account) }
+
+      it 'does not create contact inbox when contact inbox already exists with the source id provided' do
+        existing_contact_inbox = create(:contact_inbox, contact: contact, inbox: sms_inbox, source_id: contact.phone_number)
+        contact_inbox = described_class.new(
+          contact: contact,
+          inbox: sms_inbox,
+          source_id: contact.phone_number
+        ).perform
+
+        expect(contact_inbox.id).to eq(existing_contact_inbox.id)
+      end
+
+      it 'does not create contact inbox when contact inbox already exists with phone number and source id is not provided' do
+        existing_contact_inbox = create(:contact_inbox, contact: contact, inbox: sms_inbox, source_id: contact.phone_number)
+        contact_inbox = described_class.new(
+          contact: contact,
+          inbox: sms_inbox
+        ).perform
+
+        expect(contact_inbox.id).to eq(existing_contact_inbox.id)
+      end
+
+      it 'creates a new contact inbox when different source id is provided' do
+        existing_contact_inbox = create(:contact_inbox, contact: contact, inbox: sms_inbox, source_id: contact.phone_number)
+        contact_inbox = described_class.new(
+          contact: contact,
+          inbox: sms_inbox,
+          source_id: '+224213223422'
+        ).perform
+
+        expect(contact_inbox.id).not_to eq(existing_contact_inbox.id)
+        expect(contact_inbox.source_id).to eq('+224213223422')
+      end
+
+      it 'creates a contact inbox with contact phone number when source id not provided and no contact inbox exists' do
+        contact_inbox = described_class.new(
+          contact: contact,
+          inbox: sms_inbox
+        ).perform
+
+        expect(contact_inbox.source_id).to eq(contact.phone_number)
+      end
+
+      it 'raises error when contact phone number is not present and no source id is provided' do
+        contact.update!(phone_number: nil)
+
+        expect do
+          described_class.new(
+            contact: contact,
+            inbox: sms_inbox
+          ).perform
+        end.to raise_error(ActionController::ParameterMissing, 'param is missing or the value is empty: contact phone number')
+      end
+    end
+
+    describe 'email inbox' do
+      let!(:email_channel) { create(:channel_email, account: account) }
+      let!(:email_inbox) { create(:inbox, channel: email_channel, account: account) }
+
+      it 'does not create contact inbox when contact inbox already exists with the source id provided' do
+        existing_contact_inbox = create(:contact_inbox, contact: contact, inbox: email_inbox, source_id: contact.email)
+        contact_inbox = described_class.new(
+          contact: contact,
+          inbox: email_inbox,
+          source_id: contact.email
+        ).perform
+
+        expect(contact_inbox.id).to eq(existing_contact_inbox.id)
+      end
+
+      it 'does not create contact inbox when contact inbox already exists with email and source id is not provided' do
+        existing_contact_inbox = create(:contact_inbox, contact: contact, inbox: email_inbox, source_id: contact.email)
+        contact_inbox = described_class.new(
+          contact: contact,
+          inbox: email_inbox
+        ).perform
+
+        expect(contact_inbox.id).to eq(existing_contact_inbox.id)
+      end
+
+      it 'creates a new contact inbox when different source id is provided' do
+        existing_contact_inbox = create(:contact_inbox, contact: contact, inbox: email_inbox, source_id: contact.email)
+        contact_inbox = described_class.new(
+          contact: contact,
+          inbox: email_inbox,
+          source_id: 'xyc@xyc.com'
+        ).perform
+
+        expect(contact_inbox.id).not_to eq(existing_contact_inbox.id)
+        expect(contact_inbox.source_id).to eq('xyc@xyc.com')
+      end
+
+      it 'creates a contact inbox with contact email when source id not provided and no contact inbox exists' do
+        contact_inbox = described_class.new(
+          contact: contact,
+          inbox: email_inbox
+        ).perform
+
+        expect(contact_inbox.source_id).to eq(contact.email)
+      end
+
+      it 'raises error when contact email is not present and no source id is provided' do
+        contact.update!(email: nil)
+
+        expect do
+          described_class.new(
+            contact: contact,
+            inbox: email_inbox
+          ).perform
+        end.to raise_error(ActionController::ParameterMissing, 'param is missing or the value is empty: contact email')
+      end
+    end
+
+    describe 'api inbox' do
+      let!(:api_channel) { create(:channel_api, account: account) }
+      let!(:api_inbox) { create(:inbox, channel: api_channel, account: account) }
+
+      it 'does not create contact inbox when contact inbox already exists with the source id provided' do
+        existing_contact_inbox = create(:contact_inbox, contact: contact, inbox: api_inbox, source_id: 'test')
+        contact_inbox = described_class.new(
+          contact: contact,
+          inbox: api_inbox,
+          source_id: 'test'
+        ).perform
+
+        expect(contact_inbox.id).to eq(existing_contact_inbox.id)
+      end
+
+      it 'creates a new contact inbox when different source id is provided' do
+        existing_contact_inbox = create(:contact_inbox, contact: contact, inbox: api_inbox, source_id: SecureRandom.uuid)
+        contact_inbox = described_class.new(
+          contact: contact,
+          inbox: api_inbox,
+          source_id: 'test'
+        ).perform
+
+        expect(contact_inbox.id).not_to eq(existing_contact_inbox.id)
+        expect(contact_inbox.source_id).to eq('test')
+      end
+
+      it 'creates a contact inbox with SecureRandom.uuid when source id not provided and no contact inbox exists' do
+        contact_inbox = described_class.new(
+          contact: contact,
+          inbox: api_inbox
+        ).perform
+
+        expect(contact_inbox.source_id).not_to be_nil
+      end
+    end
+
+    context 'when there is a race condition' do
+      let(:account) { create(:account) }
+      let(:contact) { create(:contact, account: account) }
+      let(:contact2) { create(:contact, account: account) }
+      let(:channel) { create(:channel_email, account: account) }
+      let(:channel_api) { create(:channel_api, account: account) }
+      let(:source_id) { 'source_123' }
+
+      it 'handles RecordNotUnique error by updating source_id and retrying' do
+        existing_contact_inbox = create(:contact_inbox, contact: contact2, inbox: channel.inbox, source_id: source_id)
+
+        described_class.new(
+          contact: contact,
+          inbox: channel.inbox,
+          source_id: source_id
+        ).perform
+
+        expect(ContactInbox.last.source_id).to eq(source_id)
+        expect(ContactInbox.last.contact_id).to eq(contact.id)
+        expect(ContactInbox.last.inbox_id).to eq(channel.inbox.id)
+        expect(existing_contact_inbox.reload.source_id).to include(source_id)
+        expect(existing_contact_inbox.reload.source_id).not_to eq(source_id)
+      end
+
+      it 'does not update source_id for channels other than email or phone number' do
+        create(:contact_inbox, contact: contact2, inbox: channel_api.inbox, source_id: source_id)
+
+        expect do
+          described_class.new(
+            contact: contact,
+            inbox: channel_api.inbox,
+            source_id: source_id
+          ).perform
+        end.to raise_error(ActiveRecord::RecordNotUnique)
+      end
+    end
+  end
+end

spec/builders/contact_inbox_with_contact_builder_spec.rb

@@ -0,0 +1,127 @@
+require 'rails_helper'
+
+describe ContactInboxWithContactBuilder do
+  let(:account) { create(:account) }
+  let(:inbox) { create(:inbox, account: account) }
+  let(:contact) { create(:contact, email: 'xyc@example.com', phone_number: '+23423424123', account: account, identifier: '123') }
+  let(:existing_contact_inbox) { create(:contact_inbox, contact: contact, inbox: inbox) }
+
+  describe '#perform' do
+    it 'doesnot create contact if it already exist with source id' do
+      contact_inbox = described_class.new(
+        source_id: existing_contact_inbox.source_id,
+        inbox: inbox,
+        contact_attributes: {
+          name: 'Contact',
+          phone_number: '+1234567890',
+          email: 'testemail@example.com'
+        }
+      ).perform
+
+      expect(contact_inbox.contact.id).to be(contact.id)
+    end
+
+    it 'creates contact if contact doesnot exist with source id' do
+      contact_inbox = described_class.new(
+        source_id: '123456',
+        inbox: inbox,
+        contact_attributes: {
+          name: 'Contact',
+          phone_number: '+1234567890',
+          email: 'testemail@example.com',
+          custom_attributes: { test: 'test' }
+        }
+      ).perform
+
+      expect(contact_inbox.contact.id).not_to eq(contact.id)
+      expect(contact_inbox.contact.name).to eq('Contact')
+      expect(contact_inbox.contact.custom_attributes).to eq({ 'test' => 'test' })
+      expect(contact_inbox.inbox_id).to eq(inbox.id)
+    end
+
+    it 'doesnot create contact if it already exist with identifier' do
+      contact_inbox = described_class.new(
+        source_id: '123456',
+        inbox: inbox,
+        contact_attributes: {
+          name: 'Contact',
+          identifier: contact.identifier,
+          phone_number: contact.phone_number,
+          email: 'testemail@example.com'
+        }
+      ).perform
+
+      expect(contact_inbox.contact.id).to be(contact.id)
+    end
+
+    it 'doesnot create contact if it already exist with email' do
+      contact_inbox = described_class.new(
+        source_id: '123456',
+        inbox: inbox,
+        contact_attributes: {
+          name: 'Contact',
+          phone_number: '+1234567890',
+          email: contact.email
+        }
+      ).perform
+
+      expect(contact_inbox.contact.id).to be(contact.id)
+    end
+
+    it 'doesnot create contact when an uppercase email is passed for an already existing contact email' do
+      contact_inbox = described_class.new(
+        source_id: '123456',
+        inbox: inbox,
+        contact_attributes: {
+          name: 'Contact',
+          phone_number: '+1234567890',
+          email: contact.email.upcase
+        }
+      ).perform
+
+      expect(contact_inbox.contact.id).to be(contact.id)
+    end
+
+    it 'doesnot create contact if it already exist with phone number' do
+      contact_inbox = described_class.new(
+        source_id: '123456',
+        inbox: inbox,
+        contact_attributes: {
+          name: 'Contact',
+          phone_number: contact.phone_number,
+          email: 'testemail@example.com'
+        }
+      ).perform
+
+      expect(contact_inbox.contact.id).to be(contact.id)
+    end
+
+    it 'reuses contact if it exists with the same source_id in a Facebook inbox when creating for Instagram inbox' do
+      instagram_source_id = '123456789'
+
+      # Create a Facebook page inbox with a contact using the same source_id
+      facebook_inbox = create(:inbox, channel_type: 'Channel::FacebookPage', account: account)
+      facebook_contact = create(:contact, account: account)
+      facebook_contact_inbox = create(:contact_inbox, contact: facebook_contact, inbox: facebook_inbox, source_id: instagram_source_id)
+
+      # Create an Instagram inbox
+      instagram_inbox = create(:inbox, channel_type: 'Channel::Instagram', account: account)
+
+      # Try to create a contact inbox with same source_id for Instagram
+      contact_inbox = described_class.new(
+        source_id: instagram_source_id,
+        inbox: instagram_inbox,
+        contact_attributes: {
+          name: 'Instagram User',
+          email: 'instagram_user@example.com'
+        }
+      ).perform
+
+      # Should reuse the existing contact from Facebook
+      expect(contact_inbox.contact.id).to eq(facebook_contact.id)
+      # Make sure the contact inbox is not the same as the Facebook contact inbox
+      expect(contact_inbox.id).not_to eq(facebook_contact_inbox.id)
+      expect(contact_inbox.inbox_id).to eq(instagram_inbox.id)
+    end
+  end
+end

spec/builders/conversation_builder_spec.rb

@@ -0,0 +1,84 @@
+require 'rails_helper'
+
+describe ConversationBuilder do
+  let(:account) { create(:account) }
+  let!(:sms_channel) { create(:channel_sms, account: account) }
+  let!(:api_channel) { create(:channel_api, account: account) }
+  let!(:sms_inbox) { create(:inbox, channel: sms_channel, account: account) }
+  let!(:api_inbox) { create(:inbox, channel: api_channel, account: account) }
+  let(:contact) { create(:contact, account: account) }
+  let(:contact_sms_inbox) { create(:contact_inbox, contact: contact, inbox: sms_inbox) }
+  let(:contact_api_inbox) { create(:contact_inbox, contact: contact, inbox: api_inbox) }
+
+  describe '#perform' do
+    it 'creates sms conversation' do
+      conversation = described_class.new(
+        contact_inbox: contact_sms_inbox,
+        params: {}
+      ).perform
+
+      expect(conversation.contact_inbox_id).to eq(contact_sms_inbox.id)
+    end
+
+    it 'creates api conversation' do
+      conversation = described_class.new(
+        contact_inbox: contact_api_inbox,
+        params: {}
+      ).perform
+
+      expect(conversation.contact_inbox_id).to eq(contact_api_inbox.id)
+    end
+
+    context 'when lock_to_single_conversation is true for sms inbox' do
+      before do
+        sms_inbox.update!(lock_to_single_conversation: true)
+      end
+
+      it 'creates sms conversation when existing conversation is not present' do
+        conversation = described_class.new(
+          contact_inbox: contact_sms_inbox,
+          params: {}
+        ).perform
+
+        expect(conversation.contact_inbox_id).to eq(contact_sms_inbox.id)
+      end
+
+      it 'returns last from existing sms conversations when existing conversation is not present' do
+        create(:conversation, contact_inbox: contact_sms_inbox)
+        existing_conversation = create(:conversation, contact_inbox: contact_sms_inbox)
+        conversation = described_class.new(
+          contact_inbox: contact_sms_inbox,
+          params: {}
+        ).perform
+
+        expect(conversation.id).to eq(existing_conversation.id)
+      end
+    end
+
+    context 'when lock_to_single_conversation is true for api inbox' do
+      before do
+        api_inbox.update!(lock_to_single_conversation: true)
+      end
+
+      it 'creates conversation when existing api conversation is not present' do
+        conversation = described_class.new(
+          contact_inbox: contact_api_inbox,
+          params: {}
+        ).perform
+
+        expect(conversation.contact_inbox_id).to eq(contact_api_inbox.id)
+      end
+
+      it 'returns last from existing api conversations when existing conversation is not present' do
+        create(:conversation, contact_inbox: contact_api_inbox)
+        existing_conversation = create(:conversation, contact_inbox: contact_api_inbox)
+        conversation = described_class.new(
+          contact_inbox: contact_api_inbox,
+          params: {}
+        ).perform
+
+        expect(conversation.id).to eq(existing_conversation.id)
+      end
+    end
+  end
+end

spec/builders/csat_surveys/response_builder_spec.rb

@@ -0,0 +1,30 @@
+require 'rails_helper'
+
+describe CsatSurveys::ResponseBuilder do
+  let(:message) do
+    create(
+      :message, content_type: :input_csat,
+                content_attributes: { 'submitted_values': { 'csat_survey_response': { 'rating': 5, 'feedback_message': 'hello' } } }
+    )
+  end
+
+  describe '#perform' do
+    it 'creates a new csat survey response' do
+      csat_survey_response = described_class.new(
+        message: message
+      ).perform
+
+      expect(csat_survey_response.valid?).to be(true)
+    end
+
+    it 'updates the value of csat survey response if response already exists' do
+      existing_survey_response = create(:csat_survey_response, message: message)
+      csat_survey_response = described_class.new(
+        message: message
+      ).perform
+
+      expect(csat_survey_response.id).to eq(existing_survey_response.id)
+      expect(csat_survey_response.rating).to eq(5)
+    end
+  end
+end

spec/builders/email/from_builder_spec.rb

@@ -0,0 +1,169 @@
+require 'rails_helper'
+
+RSpec.describe Email::FromBuilder do
+  let(:account) { create(:account, support_email: 'support@example.com') }
+  let(:agent) { create(:user, account: account) }
+  let(:conversation) { create(:conversation, account: account) }
+  let(:current_message) { create(:message, conversation: conversation, sender: agent, message_type: :outgoing) }
+
+  describe '#build' do
+    context 'when inbox is not an email channel' do
+      let(:channel) { create(:channel_api, account: account) }
+      let(:inbox) { create(:inbox, channel: channel, account: account) }
+
+      it 'returns account support email with sender name formatting' do
+        builder = described_class.new(inbox: inbox, message: current_message)
+        result = builder.build
+
+        expect(result).to include('support@example.com')
+      end
+
+      context 'with friendly inbox' do
+        let(:inbox) { create(:inbox, channel: channel, account: account, sender_name_type: :friendly) }
+
+        it 'returns friendly formatted sender name with support email' do
+          builder = described_class.new(inbox: inbox, message: current_message)
+          result = builder.build
+
+          expect(result).to include(agent.available_name)
+          expect(result).to include('support@example.com')
+        end
+      end
+
+      context 'with professional inbox' do
+        let(:inbox) { create(:inbox, channel: channel, account: account, sender_name_type: :professional) }
+
+        it 'returns professional formatted sender name with support email' do
+          builder = described_class.new(inbox: inbox, message: current_message)
+          result = builder.build
+
+          expect(result).to include('support@example.com')
+        end
+      end
+    end
+
+    context 'when inbox is an email channel' do
+      let(:channel) { create(:channel_email, email: 'care@example.com', account: account) }
+      let(:inbox) { create(:inbox, channel: channel, account: account) }
+
+      context 'with standard IMAP/SMTP configuration' do
+        before do
+          channel.update!(
+            imap_enabled: true,
+            smtp_enabled: true,
+            imap_address: 'imap.example.com',
+            smtp_address: 'smtp.example.com'
+          )
+        end
+
+        it 'returns channel email with sender name formatting' do
+          builder = described_class.new(inbox: inbox, message: current_message)
+          result = builder.build
+
+          expect(result).to include('care@example.com')
+        end
+      end
+
+      context 'with Google OAuth configuration' do
+        before do
+          channel.update!(
+            provider: 'google',
+            imap_enabled: true,
+            provider_config: { access_token: 'token', refresh_token: 'refresh' }
+          )
+        end
+
+        it 'returns channel email with sender name formatting' do
+          builder = described_class.new(inbox: inbox, message: current_message)
+          result = builder.build
+
+          expect(result).to include('care@example.com')
+        end
+      end
+
+      context 'with Microsoft OAuth configuration' do
+        before do
+          channel.update!(
+            provider: 'microsoft',
+            imap_enabled: true,
+            provider_config: { access_token: 'token', refresh_token: 'refresh' }
+          )
+        end
+
+        it 'returns channel email with sender name formatting' do
+          builder = described_class.new(inbox: inbox, message: current_message)
+          result = builder.build
+
+          expect(result).to include('care@example.com')
+        end
+      end
+
+      context 'with forwarding and own SMTP configuration' do
+        before do
+          channel.update!(
+            imap_enabled: false,
+            smtp_enabled: true,
+            smtp_address: 'smtp.example.com'
+          )
+        end
+
+        it 'returns channel email with sender name formatting' do
+          builder = described_class.new(inbox: inbox, message: current_message)
+          result = builder.build
+
+          expect(result).to include('care@example.com')
+        end
+      end
+
+      context 'with IMAP enabled and Chatwoot SMTP and channel is verified_for_sending' do
+        before do
+          channel.update!(verified_for_sending: true, imap_enabled: true, smtp_enabled: false)
+        end
+
+        it 'returns channel email with sender name formatting' do
+          builder = described_class.new(inbox: inbox, message: current_message)
+          result = builder.build
+
+          expect(result).to include('care@example.com')
+        end
+      end
+
+      context 'with IMAP enabled and Chatwoot SMTP and channel is not verified_for_sending' do
+        before do
+          channel.update!(verified_for_sending: false, imap_enabled: true, smtp_enabled: false)
+        end
+
+        it 'returns account support email with sender name formatting' do
+          builder = described_class.new(inbox: inbox, message: current_message)
+          result = builder.build
+
+          expect(result).to include('support@example.com')
+        end
+      end
+
+      context 'with forwarding and Chatwoot SMTP and channel is verified_for_sending' do
+        before do
+          channel.update!(verified_for_sending: true, imap_enabled: false, smtp_enabled: false)
+        end
+
+        it 'returns channel email with sender name formatting' do
+          builder = described_class.new(inbox: inbox, message: current_message)
+          result = builder.build
+
+          expect(result).to include('care@example.com')
+        end
+      end
+
+      context 'with forwarding and Chatwoot SMTP and channel is not verified_for_sending' do
+        before { channel.update!(verified_for_sending: false, imap_enabled: false, smtp_enabled: false) }
+
+        it 'returns account support email with sender name formatting' do
+          builder = described_class.new(inbox: inbox, message: current_message)
+          result = builder.build
+
+          expect(result).to include('support@example.com')
+        end
+      end
+    end
+  end
+end

spec/builders/email/reply_to_builder_spec.rb

@@ -0,0 +1,108 @@
+require 'rails_helper'
+
+RSpec.describe Email::ReplyToBuilder do
+  let(:account) { create(:account, domain: 'mail.example.com', support_email: 'support@example.com') }
+  let(:agent) { create(:user, account: account) }
+  let(:conversation) { create(:conversation, account: account) }
+  let(:current_message) { create(:message, conversation: conversation, sender: agent, message_type: :outgoing) }
+  let(:inbox) { create(:inbox, account: account) }
+
+  describe '#build' do
+    context 'when inbox is an email channel' do
+      let(:channel) { create(:channel_email, email: 'care@example.com', account: account) }
+      let(:inbox) { create(:inbox, channel: channel, account: account) }
+
+      it 'returns the channel email with sender name formatting' do
+        builder = described_class.new(inbox: inbox, message: current_message)
+        result = builder.build
+
+        expect(result).to include('care@example.com')
+      end
+
+      context 'with friendly inbox' do
+        let(:inbox) do
+          create(:inbox, channel: channel, account: account, greeting_enabled: true, greeting_message: 'Hello', sender_name_type: :friendly)
+        end
+
+        it 'returns friendly formatted sender name' do
+          builder = described_class.new(inbox: inbox, message: current_message)
+          result = builder.build
+
+          expect(result).to include(agent.available_name)
+          expect(result).to include('care@example.com')
+        end
+      end
+
+      context 'with professional inbox' do
+        let(:inbox) { create(:inbox, channel: channel, account: account, sender_name_type: :professional) }
+
+        it 'returns professional formatted sender name' do
+          builder = described_class.new(inbox: inbox, message: current_message)
+          result = builder.build
+
+          expect(result).to include('care@example.com')
+        end
+      end
+    end
+
+    context 'when inbox is not an email channel' do
+      let(:channel) { create(:channel_api, account: account) }
+      let(:inbox) { create(:inbox, channel: channel, account: account) }
+
+      context 'with inbound email enabled' do
+        before do
+          account.enable_features('inbound_emails')
+          account.update!(domain: 'mail.example.com', support_email: 'support@example.com')
+        end
+
+        it 'returns reply email with conversation uuid' do
+          builder = described_class.new(inbox: inbox,   message: current_message)
+          result = builder.build
+
+          expect(result).to include("reply+#{conversation.uuid}@mail.example.com")
+        end
+      end
+
+      context 'when support_email has display name format and inbound emails are disabled' do
+        before do
+          account.disable_features('inbound_emails')
+          account.update!(support_email: 'Support <support@example.com>')
+        end
+
+        it 'returns account support email with display name' do
+          builder = described_class.new(inbox: inbox, message: current_message)
+          result = builder.build
+
+          expect(result).to include("#{inbox.name} <support@example.com>")
+        end
+      end
+
+      context 'when feature is disabled' do
+        before do
+          account.disable_features('inbound_emails')
+        end
+
+        it 'returns account support email' do
+          builder = described_class.new(inbox: inbox, message: current_message)
+          result = builder.build
+
+          expect(result).to include('support@example.com')
+        end
+      end
+
+      context 'when inbound email domain is missing' do
+        before do
+          account.enable_features('inbound_emails')
+          account.update!(domain: nil)
+        end
+
+        it 'returns account support email' do
+          builder = described_class.new(inbox: inbox, message: current_message)
+          result = builder.build
+
+          expect(result).to include('support@example.com')
+        end
+      end
+    end
+  end
+end

spec/builders/messages/facebook/message_builder_spec.rb

@@ -0,0 +1,148 @@
+require 'rails_helper'
+
+describe Messages::Facebook::MessageBuilder do
+  subject(:message_builder) { described_class.new(incoming_fb_text_message, facebook_channel.inbox).perform }
+
+  before do
+    stub_request(:post, /graph.facebook.com/)
+  end
+
+  let!(:facebook_channel) { create(:channel_facebook_page) }
+  let!(:message_object) { build(:incoming_fb_text_message).to_json }
+  let!(:incoming_fb_text_message) { Integrations::Facebook::MessageParser.new(message_object) }
+  let(:fb_object) { double }
+
+  describe '#perform' do
+    it 'creates contact and message for the facebook inbox' do
+      allow(Koala::Facebook::API).to receive(:new).and_return(fb_object)
+      allow(fb_object).to receive(:get_object).and_return(
+        {
+          first_name: 'Jane',
+          last_name: 'Dae',
+          account_id: facebook_channel.inbox.account_id,
+          profile_pic: 'https://chatwoot-assets.local/sample.png'
+        }.with_indifferent_access
+      )
+      message_builder
+
+      contact = facebook_channel.inbox.contacts.first
+      message = facebook_channel.inbox.messages.first
+
+      expect(contact.name).to eq('Jane Dae')
+      expect(message.content).to eq('facebook message')
+    end
+
+    it 'increments channel authorization_error_count when error is thrown' do
+      allow(Koala::Facebook::API).to receive(:new).and_return(fb_object)
+      allow(fb_object).to receive(:get_object).and_raise(Koala::Facebook::AuthenticationError.new(500, 'Error validating access token'))
+      message_builder
+
+      expect(facebook_channel.authorization_error_count).to eq(2)
+    end
+
+    it 'raises exception for non profile account' do
+      allow(Koala::Facebook::API).to receive(:new).and_return(fb_object)
+      allow(fb_object).to receive(:get_object).and_raise(Koala::Facebook::ClientError.new(400, '',
+                                                                                          {
+                                                                                            'type' => 'OAuthException',
+                                                                                            'message' => '(#100) No profile available for this user.',
+                                                                                            'error_subcode' => 2_018_218,
+                                                                                            'code' => 100
+                                                                                          }))
+      message_builder
+
+      contact = facebook_channel.inbox.contacts.first
+      # Refer: https://github.com/chatwoot/chatwoot/pull/3016 for this check
+      default_name = 'John Doe'
+
+      expect(facebook_channel.inbox.reload.contacts.count).to eq(1)
+      expect(contact.name).to eq(default_name)
+    end
+
+    context 'when lock to single conversation' do
+      subject(:mocked_message_builder) do
+        described_class.new(mocked_incoming_fb_text_message, facebook_channel.inbox).perform
+      end
+
+      let!(:mocked_message_object) { build(:mocked_message_text, sender_id: contact_inbox.source_id).to_json }
+      let!(:mocked_incoming_fb_text_message) { Integrations::Facebook::MessageParser.new(mocked_message_object) }
+      let(:contact) { create(:contact, name: 'Jane Dae') }
+      let(:contact_inbox) { create(:contact_inbox, contact_id: contact.id, inbox_id: facebook_channel.inbox.id) }
+
+      context 'when lock to single conversation is disabled' do
+        before do
+          facebook_channel.inbox.update!(lock_to_single_conversation: false)
+          stub_request(:get, /graph.facebook.com/)
+        end
+
+        it 'creates a new conversation if existing conversation is not present' do
+          inital_count = Conversation.count
+
+          mocked_message_builder
+
+          facebook_channel.inbox.reload
+
+          expect(facebook_channel.inbox.conversations.count).to eq(1)
+          expect(Conversation.count).to eq(inital_count + 1)
+        end
+
+        it 'will not create a new conversation if last conversation is not resolved' do
+          existing_conversation = create(:conversation, account_id: facebook_channel.inbox.account.id, inbox_id: facebook_channel.inbox.id,
+                                                        contact_id: contact.id, contact_inbox_id: contact_inbox.id,
+                                                        status: :open)
+
+          mocked_message_builder
+
+          facebook_channel.inbox.reload
+
+          expect(facebook_channel.inbox.conversations.last.id).to eq(existing_conversation.id)
+        end
+
+        it 'creates a new conversation if last conversation is resolved' do
+          existing_conversation = create(:conversation, account_id: facebook_channel.inbox.account.id, inbox_id: facebook_channel.inbox.id,
+                                                        contact_id: contact.id, contact_inbox_id: contact_inbox.id, status: :resolved)
+
+          inital_count = Conversation.count
+
+          mocked_message_builder
+
+          facebook_channel.inbox.reload
+
+          expect(facebook_channel.inbox.conversations.last.id).not_to eq(existing_conversation.id)
+          expect(Conversation.count).to eq(inital_count + 1)
+        end
+      end
+
+      context 'when lock to single conversation is enabled' do
+        before do
+          facebook_channel.inbox.update!(lock_to_single_conversation: true)
+          stub_request(:get, /graph.facebook.com/)
+        end
+
+        it 'creates a new conversation if existing conversation is not present' do
+          inital_count = Conversation.count
+          mocked_message_builder
+
+          facebook_channel.inbox.reload
+
+          expect(facebook_channel.inbox.conversations.count).to eq(1)
+          expect(Conversation.count).to eq(inital_count + 1)
+        end
+
+        it 'reopens last conversation if last conversation exists' do
+          existing_conversation = create(:conversation, account_id: facebook_channel.inbox.account.id, inbox_id: facebook_channel.inbox.id,
+                                                        contact_id: contact.id, contact_inbox_id: contact_inbox.id)
+
+          inital_count = Conversation.count
+
+          mocked_message_builder
+
+          facebook_channel.inbox.reload
+
+          expect(facebook_channel.inbox.conversations.last.id).to eq(existing_conversation.id)
+          expect(Conversation.count).to eq(inital_count)
+        end
+      end
+    end
+  end
+end

spec/builders/messages/instagram/message_builder_spec.rb

@@ -0,0 +1,355 @@
+require 'rails_helper'
+
+describe Messages::Instagram::MessageBuilder do
+  subject(:instagram_direct_message_builder) { described_class }
+
+  before do
+    stub_request(:post, /graph\.instagram\.com/)
+    stub_request(:get, 'https://www.example.com/test.jpeg')
+      .to_return(status: 200, body: '', headers: {})
+  end
+
+  let!(:account) { create(:account) }
+  let!(:instagram_channel) { create(:channel_instagram, account: account, instagram_id: 'chatwoot-app-user-id-1') }
+  let!(:instagram_inbox) { create(:inbox, channel: instagram_channel, account: account, greeting_enabled: false) }
+  let!(:dm_params) { build(:instagram_message_create_event).with_indifferent_access }
+  let!(:story_mention_params) { build(:instagram_story_mention_event).with_indifferent_access }
+  let!(:shared_reel_params) { build(:instagram_shared_reel_event).with_indifferent_access }
+  let!(:instagram_story_reply_event) { build(:instagram_story_reply_event).with_indifferent_access }
+  let!(:instagram_message_reply_event) { build(:instagram_message_reply_event).with_indifferent_access }
+
+  describe '#perform' do
+    before do
+      instagram_channel.update(access_token: 'valid_instagram_token')
+
+      stub_request(:get, %r{https://graph\.instagram\.com/.*?/Sender-id-.*?\?.*})
+        .to_return(
+          status: 200,
+          body: proc { |request|
+            sender_id = request.uri.path.split('/').last.split('?').first
+            {
+              name: 'Jane',
+              username: 'some_user_name',
+              profile_pic: 'https://chatwoot-assets.local/sample.png',
+              id: sender_id,
+              follower_count: 100,
+              is_user_follow_business: true,
+              is_business_follow_user: true,
+              is_verified_user: false
+            }.to_json
+          },
+          headers: { 'Content-Type' => 'application/json' }
+        )
+    end
+
+    it 'creates contact and message for the instagram direct inbox' do
+      messaging = dm_params[:entry][0]['messaging'][0]
+      create_instagram_contact_for_sender(messaging['sender']['id'], instagram_inbox)
+      described_class.new(messaging, instagram_inbox).perform
+
+      instagram_inbox.reload
+
+      expect(instagram_inbox.conversations.count).to be 1
+      expect(instagram_inbox.messages.count).to be 1
+
+      message = instagram_inbox.messages.first
+      expect(message.content).to eq('This is the first message from the customer')
+    end
+
+    it 'discard echo message already sent by chatwoot' do
+      messaging = dm_params[:entry][0]['messaging'][0]
+      contact = create_instagram_contact_for_sender(messaging['sender']['id'], instagram_inbox)
+      conversation = create(:conversation, account_id: account.id, inbox_id: instagram_inbox.id, contact_id: contact.id)
+      create(:message, account_id: account.id, inbox_id: instagram_inbox.id, conversation_id: conversation.id, message_type: 'outgoing',
+                       source_id: 'message-id-1')
+
+      expect(instagram_inbox.conversations.count).to be 1
+      expect(instagram_inbox.messages.count).to be 1
+
+      messaging[:message][:mid] = 'message-id-1' # Set same source_id as the existing message
+      described_class.new(messaging, instagram_inbox, outgoing_echo: true).perform
+
+      instagram_inbox.reload
+
+      expect(instagram_inbox.conversations.count).to be 1
+      expect(instagram_inbox.messages.count).to be 1
+    end
+
+    it 'discards duplicate messages from webhook events with the same message_id' do
+      messaging = dm_params[:entry][0]['messaging'][0]
+      create_instagram_contact_for_sender(messaging['sender']['id'], instagram_inbox)
+      described_class.new(messaging, instagram_inbox).perform
+
+      initial_message_count = instagram_inbox.messages.count
+      expect(initial_message_count).to be 1
+
+      described_class.new(messaging, instagram_inbox).perform
+
+      expect(instagram_inbox.messages.count).to eq initial_message_count
+    end
+
+    it 'creates message for shared reel' do
+      messaging = shared_reel_params[:entry][0]['messaging'][0]
+      create_instagram_contact_for_sender(messaging['sender']['id'], instagram_inbox)
+      described_class.new(messaging, instagram_inbox).perform
+
+      message = instagram_inbox.messages.first
+      expect(message.attachments.first.file_type).to eq('ig_reel')
+      expect(message.attachments.first.external_url).to eq(
+        shared_reel_params[:entry][0]['messaging'][0]['message']['attachments'][0]['payload']['url']
+      )
+    end
+
+    it 'creates message with story id' do
+      messaging = instagram_story_reply_event[:entry][0]['messaging'][0]
+      create_instagram_contact_for_sender(messaging['sender']['id'], instagram_inbox)
+      story_source_id = messaging['message']['mid']
+
+      stub_request(:get, %r{https://graph\.instagram\.com/.*?/#{story_source_id}\?.*})
+        .to_return(
+          status: 200,
+          body: {
+            story: {
+              mention: {
+                id: 'chatwoot-app-user-id-1'
+              }
+            },
+            from: {
+              username: instagram_inbox.channel.instagram_id
+            }
+          }.to_json,
+          headers: { 'Content-Type' => 'application/json' }
+        )
+
+      described_class.new(messaging, instagram_inbox).perform
+
+      message = instagram_inbox.messages.first
+
+      expect(message.content).to eq('This is the story reply')
+      expect(message.content_attributes[:story_sender]).to eq(instagram_inbox.channel.instagram_id)
+      expect(message.content_attributes[:story_id]).to eq('chatwoot-app-user-id-1')
+    end
+
+    it 'creates message with reply to mid' do
+      # Create first message to ensure reply to is valid
+      first_messaging = dm_params[:entry][0]['messaging'][0]
+      sender_id = first_messaging['sender']['id']
+      create_instagram_contact_for_sender(sender_id, instagram_inbox)
+      described_class.new(first_messaging, instagram_inbox).perform
+
+      # Create second message with reply to mid, using same sender_id
+      messaging = instagram_message_reply_event[:entry][0]['messaging'][0]
+      messaging['sender']['id'] = sender_id
+      described_class.new(messaging, instagram_inbox).perform
+
+      first_message = instagram_inbox.messages.first
+      reply_message = instagram_inbox.messages.last
+
+      expect(reply_message.content).to eq('This is message with replyto mid')
+      expect(reply_message.content_attributes[:in_reply_to_external_id]).to eq(first_message.source_id)
+    end
+
+    it 'handles deleted story' do
+      messaging = story_mention_params[:entry][0][:messaging][0]
+      create_instagram_contact_for_sender(messaging['sender']['id'], instagram_inbox)
+      story_source_id = messaging['message']['mid']
+
+      stub_request(:get, %r{https://graph\.instagram\.com/.*?/#{story_source_id}\?.*})
+        .to_return(status: 404, body: { error: { message: 'Story not found', code: 1_609_005 } }.to_json)
+
+      described_class.new(messaging, instagram_inbox).perform
+
+      message = instagram_inbox.messages.first
+
+      expect(message.content).to eq('This story is no longer available.')
+      expect(message.attachments.count).to eq(0)
+    end
+
+    it 'does not create message for unsupported file type' do
+      messaging = story_mention_params[:entry][0][:messaging][0]
+      contact = create_instagram_contact_for_sender(messaging['sender']['id'], instagram_inbox)
+      create(:conversation, account_id: account.id, inbox_id: instagram_inbox.id, contact_id: contact.id)
+
+      # try to create a message with unsupported file type
+      messaging['message']['attachments'][0]['type'] = 'unsupported_type'
+
+      described_class.new(messaging, instagram_inbox, outgoing_echo: false).perform
+
+      # Conversation should exist but no new message should be created
+      expect(instagram_inbox.conversations.count).to be 1
+      expect(instagram_inbox.messages.count).to be 0
+    end
+
+    it 'does not create message if the message is already exists' do
+      messaging = dm_params[:entry][0]['messaging'][0]
+      contact = create_instagram_contact_for_sender(messaging['sender']['id'], instagram_inbox)
+      conversation = create(:conversation, account_id: account.id, inbox_id: instagram_inbox.id, contact_id: contact.id)
+      create(:message, account_id: account.id, inbox_id: instagram_inbox.id, conversation_id: conversation.id, message_type: 'outgoing',
+                       source_id: 'message-id-1')
+
+      expect(instagram_inbox.conversations.count).to be 1
+      expect(instagram_inbox.messages.count).to be 1
+
+      messaging = dm_params[:entry][0]['messaging'][0]
+      messaging[:message][:mid] = 'message-id-1' # Set same source_id as the existing message
+      described_class.new(messaging, instagram_inbox, outgoing_echo: false).perform
+
+      expect(instagram_inbox.conversations.count).to be 1
+      expect(instagram_inbox.messages.count).to be 1
+    end
+
+    it 'handles authorization errors' do
+      instagram_channel.update(access_token: 'invalid_token')
+
+      # Stub the request to return authorization error status
+      stub_request(:get, %r{https://graph\.instagram\.com/.*?/Sender-id-.*?\?.*})
+        .to_return(
+          status: 401,
+          body: { error: { message: 'unauthorized access token', code: 190 } }.to_json,
+          headers: { 'Content-Type' => 'application/json' }
+        )
+
+      messaging = dm_params[:entry][0]['messaging'][0]
+
+      # The method should complete without raising an error
+      expect do
+        described_class.new(messaging, instagram_inbox).perform
+      end.not_to raise_error
+    end
+  end
+
+  context 'when lock to single conversation is disabled' do
+    before do
+      instagram_inbox.update!(lock_to_single_conversation: false)
+    end
+
+    it 'creates a new conversation if existing conversation is not present' do
+      initial_count = Conversation.count
+      messaging = dm_params[:entry][0]['messaging'][0]
+      create_instagram_contact_for_sender(messaging['sender']['id'], instagram_inbox)
+
+      described_class.new(messaging, instagram_inbox).perform
+
+      expect(instagram_inbox.conversations.count).to eq(1)
+      expect(Conversation.count).to eq(initial_count + 1)
+    end
+
+    it 'will not create a new conversation if last conversation is not resolved' do
+      messaging = dm_params[:entry][0]['messaging'][0]
+      contact = create_instagram_contact_for_sender(messaging['sender']['id'], instagram_inbox)
+      existing_conversation = create(:conversation, account_id: account.id, inbox_id: instagram_inbox.id,
+                                                    contact_id: contact.id, status: :open)
+
+      described_class.new(messaging, instagram_inbox).perform
+
+      expect(instagram_inbox.conversations.last.id).to eq(existing_conversation.id)
+    end
+
+    it 'creates a new conversation if last conversation is resolved' do
+      messaging = dm_params[:entry][0]['messaging'][0]
+      contact = create_instagram_contact_for_sender(messaging['sender']['id'], instagram_inbox)
+      existing_conversation = create(:conversation, account_id: account.id, inbox_id: instagram_inbox.id,
+                                                    contact_id: contact.id, status: :resolved)
+
+      initial_count = Conversation.count
+
+      described_class.new(messaging, instagram_inbox).perform
+
+      expect(instagram_inbox.conversations.last.id).not_to eq(existing_conversation.id)
+      expect(Conversation.count).to eq(initial_count + 1)
+    end
+  end
+
+  context 'when lock to single conversation is enabled' do
+    before do
+      instagram_inbox.update!(lock_to_single_conversation: true)
+    end
+
+    it 'creates a new conversation if existing conversation is not present' do
+      initial_count = Conversation.count
+      messaging = dm_params[:entry][0]['messaging'][0]
+      create_instagram_contact_for_sender(messaging['sender']['id'], instagram_inbox)
+
+      described_class.new(messaging, instagram_inbox).perform
+
+      expect(instagram_inbox.conversations.count).to eq(1)
+      expect(Conversation.count).to eq(initial_count + 1)
+    end
+
+    it 'reopens last conversation if last conversation is resolved' do
+      messaging = dm_params[:entry][0]['messaging'][0]
+      contact = create_instagram_contact_for_sender(messaging['sender']['id'], instagram_inbox)
+      existing_conversation = create(:conversation, account_id: account.id, inbox_id: instagram_inbox.id,
+                                                    contact_id: contact.id, status: :resolved)
+
+      initial_count = Conversation.count
+      messaging = dm_params[:entry][0]['messaging'][0]
+
+      described_class.new(messaging, instagram_inbox).perform
+
+      expect(instagram_inbox.conversations.last.id).to eq(existing_conversation.id)
+      expect(Conversation.count).to eq(initial_count)
+    end
+  end
+
+  describe '#fetch_story_link' do
+    let(:story_data) do
+      {
+        'story' => {
+          'mention' => {
+            'link' => 'https://example.com/story-link',
+            'id' => '18094414321535710'
+          }
+        },
+        'from' => {
+          'username' => 'instagram_user',
+          'id' => '2450757355263608'
+        },
+        'id' => 'story-source-id-123'
+      }.with_indifferent_access
+    end
+
+    before do
+      # Stub the HTTP request to Instagram API
+      stub_request(:get, %r{https://graph\.instagram\.com/.*?fields=story,from})
+        .to_return(
+          status: 200,
+          body: story_data.to_json,
+          headers: { 'Content-Type' => 'application/json' }
+        )
+    end
+
+    it 'saves story information when story mention is processed' do
+      messaging = story_mention_params[:entry][0][:messaging][0]
+      create_instagram_contact_for_sender(messaging['sender']['id'], instagram_inbox)
+      described_class.new(messaging, instagram_inbox).perform
+
+      message = instagram_inbox.messages.first
+
+      expect(message.content).to include('instagram_user')
+      expect(message.attachments.count).to eq(1)
+      expect(message.content_attributes[:story_sender]).to eq('instagram_user')
+      expect(message.content_attributes[:story_id]).to eq('18094414321535710')
+      expect(message.content_attributes[:image_type]).to eq('story_mention')
+    end
+
+    it 'handles deleted stories' do
+      # Override the stub for this test to return a 404 error
+      stub_request(:get, %r{https://graph\.instagram\.com/.*?fields=story,from})
+        .to_return(
+          status: 404,
+          body: { error: { message: 'Story not found', code: 1_609_005 } }.to_json,
+          headers: { 'Content-Type' => 'application/json' }
+        )
+
+      messaging = story_mention_params[:entry][0][:messaging][0]
+      create_instagram_contact_for_sender(messaging['sender']['id'], instagram_inbox)
+      described_class.new(messaging, instagram_inbox).perform
+
+      message = instagram_inbox.messages.first
+
+      expect(message.content).to eq('This story is no longer available.')
+      expect(message.attachments.count).to eq(0)
+    end
+  end
+end

spec/builders/messages/instagram/messenger/message_builder_spec.rb

@@ -0,0 +1,393 @@
+require 'rails_helper'
+
+describe Messages::Instagram::Messenger::MessageBuilder do
+  subject(:instagram_message_builder) { described_class }
+
+  before do
+    stub_request(:post, /graph\.facebook\.com/)
+    stub_request(:get, 'https://www.example.com/test.jpeg')
+  end
+
+  let!(:account) { create(:account) }
+  let!(:instagram_messenger_channel) { create(:channel_instagram_fb_page, account: account, instagram_id: 'chatwoot-app-user-id-1') }
+  let!(:instagram_messenger_inbox) { create(:inbox, channel: instagram_messenger_channel, account: account, greeting_enabled: false) }
+  let!(:dm_params) { build(:instagram_message_create_event).with_indifferent_access }
+  let!(:story_mention_params) { build(:instagram_story_mention_event).with_indifferent_access }
+  let!(:shared_reel_params) { build(:instagram_shared_reel_event).with_indifferent_access }
+  let!(:instagram_story_reply_event) { build(:instagram_story_reply_event).with_indifferent_access }
+  let!(:instagram_message_reply_event) { build(:instagram_message_reply_event).with_indifferent_access }
+  let(:fb_object) { double }
+
+  describe '#perform' do
+    it 'creates contact and message for the facebook inbox' do
+      messaging = dm_params[:entry][0]['messaging'][0]
+      sender_id = messaging['sender']['id']
+
+      allow(Koala::Facebook::API).to receive(:new).and_return(fb_object)
+      allow(fb_object).to receive(:get_object).and_return(
+        {
+          name: 'Jane',
+          id: sender_id,
+          account_id: instagram_messenger_inbox.account_id,
+          profile_pic: 'https://chatwoot-assets.local/sample.png'
+        }.with_indifferent_access
+      )
+
+      create_instagram_contact_for_sender(sender_id, instagram_messenger_inbox)
+      described_class.new(messaging, instagram_messenger_inbox).perform
+
+      instagram_messenger_inbox.reload
+
+      expect(instagram_messenger_inbox.conversations.count).to be 1
+      expect(instagram_messenger_inbox.messages.count).to be 1
+
+      contact = instagram_messenger_channel.inbox.contacts.first
+      message = instagram_messenger_channel.inbox.messages.first
+
+      expect(contact.name).to eq('Jane Dae')
+      expect(message.content).to eq('This is the first message from the customer')
+    end
+
+    it 'discard echo message already sent by chatwoot' do
+      messaging = dm_params[:entry][0]['messaging'][0]
+      sender_id = messaging['sender']['id']
+      contact = create_instagram_contact_for_sender(sender_id, instagram_messenger_inbox)
+      conversation = create(:conversation, account_id: account.id, inbox_id: instagram_messenger_inbox.id, contact_id: contact.id,
+                                           additional_attributes: { type: 'instagram_direct_message', conversation_language: 'en' })
+      create(:message, account_id: account.id, inbox_id: instagram_messenger_inbox.id, conversation_id: conversation.id, message_type: 'outgoing',
+                       source_id: 'message-id-1')
+
+      expect(instagram_messenger_inbox.conversations.count).to be 1
+      expect(instagram_messenger_inbox.messages.count).to be 1
+
+      allow(Koala::Facebook::API).to receive(:new).and_return(fb_object)
+      allow(fb_object).to receive(:get_object).and_return(
+        {
+          name: 'Jane',
+          id: sender_id,
+          account_id: instagram_messenger_inbox.account_id,
+          profile_pic: 'https://chatwoot-assets.local/sample.png'
+        }.with_indifferent_access
+      )
+      described_class.new(messaging, instagram_messenger_inbox, outgoing_echo: true).perform
+
+      instagram_messenger_inbox.reload
+
+      expect(instagram_messenger_inbox.conversations.count).to be 1
+      expect(instagram_messenger_inbox.messages.count).to be 1
+    end
+
+    it 'creates message for shared reel' do
+      messaging = shared_reel_params[:entry][0]['messaging'][0]
+      sender_id = messaging['sender']['id']
+
+      allow(Koala::Facebook::API).to receive(:new).and_return(fb_object)
+      allow(fb_object).to receive(:get_object).and_return(
+        {
+          name: 'Jane',
+          id: sender_id,
+          account_id: instagram_messenger_inbox.account_id,
+          profile_pic: 'https://chatwoot-assets.local/sample.png'
+        }.with_indifferent_access
+      )
+
+      create_instagram_contact_for_sender(sender_id, instagram_messenger_inbox)
+      described_class.new(messaging, instagram_messenger_inbox).perform
+
+      message = instagram_messenger_channel.inbox.messages.first
+      expect(message.attachments.first.file_type).to eq('ig_reel')
+      expect(message.attachments.first.external_url).to eq(
+        shared_reel_params[:entry][0]['messaging'][0]['message']['attachments'][0]['payload']['url']
+      )
+    end
+
+    it 'creates message with for reply with story id' do
+      messaging = instagram_story_reply_event[:entry][0]['messaging'][0]
+      sender_id = messaging['sender']['id']
+
+      allow(Koala::Facebook::API).to receive(:new).and_return(fb_object)
+      allow(fb_object).to receive(:get_object).and_return(
+        {
+          name: 'Jane',
+          id: sender_id,
+          account_id: instagram_messenger_inbox.account_id,
+          profile_pic: 'https://chatwoot-assets.local/sample.png'
+        }.with_indifferent_access
+      )
+
+      create_instagram_contact_for_sender(sender_id, instagram_messenger_inbox)
+      described_class.new(messaging, instagram_messenger_inbox).perform
+
+      message = instagram_messenger_channel.inbox.messages.first
+
+      expect(message.content).to eq('This is the story reply')
+      expect(message.content_attributes[:story_sender]).to eq(instagram_messenger_inbox.channel.instagram_id)
+      expect(message.content_attributes[:story_id]).to eq('chatwoot-app-user-id-1')
+      expect(message.content_attributes[:story_url]).to eq('https://chatwoot-assets.local/sample.png')
+    end
+
+    it 'creates message with for reply with mid' do
+      # create first message to ensure reply to is valid
+      first_message_data = dm_params[:entry][0]['messaging'][0]
+      sender_id = first_message_data['sender']['id']
+
+      allow(Koala::Facebook::API).to receive(:new).and_return(fb_object)
+      allow(fb_object).to receive(:get_object).and_return(
+        {
+          name: 'Jane',
+          id: sender_id,
+          account_id: instagram_messenger_inbox.account_id,
+          profile_pic: 'https://chatwoot-assets.local/sample.png'
+        }.with_indifferent_access
+      )
+
+      create_instagram_contact_for_sender(sender_id, instagram_messenger_inbox)
+      described_class.new(first_message_data, instagram_messenger_inbox).perform
+
+      # create the second message with the reply to mid set, ensure same sender_id
+      messaging = instagram_message_reply_event[:entry][0]['messaging'][0]
+      messaging['sender']['id'] = sender_id  # Use the same sender_id
+      described_class.new(messaging, instagram_messenger_inbox).perform
+      first_message = instagram_messenger_channel.inbox.messages.first
+      message = instagram_messenger_channel.inbox.messages.last
+
+      expect(message.content).to eq('This is message with replyto mid')
+      expect(message.content_attributes[:in_reply_to_external_id]).to eq(first_message.source_id)
+      expect(message.content_attributes[:in_reply_to]).to eq(first_message.id)
+    end
+
+    it 'raises exception on deleted story' do
+      messaging = story_mention_params[:entry][0][:messaging][0]
+      sender_id = messaging['sender']['id']
+
+      allow(Koala::Facebook::API).to receive(:new).and_return(fb_object)
+      allow(fb_object).to receive(:get_object).and_raise(Koala::Facebook::ClientError.new(
+                                                           190,
+                                                           'This Message has been deleted by the user or the business.'
+                                                         ))
+
+      create_instagram_contact_for_sender(sender_id, instagram_messenger_inbox)
+      described_class.new(messaging, instagram_messenger_inbox, outgoing_echo: false).perform
+
+      instagram_messenger_inbox.reload
+
+      # we would have contact created, message created but the empty message because the story mention has been deleted later
+      # As they show it in instagram that this story is no longer available
+      # and external attachments link would be reachable
+      expect(instagram_messenger_inbox.conversations.count).to be 1
+      expect(instagram_messenger_inbox.messages.count).to be 1
+
+      contact = instagram_messenger_channel.inbox.contacts.first
+      message = instagram_messenger_channel.inbox.messages.first
+
+      expect(contact.name).to eq('Jane Dae')
+      expect(message.content).to eq('This story is no longer available.')
+      expect(message.attachments.count).to eq(0)
+    end
+
+    it 'does not create message for unsupported file type' do
+      # create a message with unsupported file type
+      story_mention_params[:entry][0][:messaging][0]['message']['attachments'][0]['type'] = 'unsupported_type'
+      messaging = story_mention_params[:entry][0][:messaging][0]
+      sender_id = messaging['sender']['id']
+
+      allow(Koala::Facebook::API).to receive(:new).and_return(fb_object)
+      allow(fb_object).to receive(:get_object).and_return(
+        {
+          name: 'Jane',
+          id: sender_id,
+          account_id: instagram_messenger_inbox.account_id,
+          profile_pic: 'https://chatwoot-assets.local/sample.png'
+        }.with_indifferent_access
+      )
+
+      contact = create_instagram_contact_for_sender(sender_id, instagram_messenger_inbox)
+      create(:conversation, account_id: account.id, inbox_id: instagram_messenger_inbox.id, contact_id: contact.id,
+                            additional_attributes: { type: 'instagram_direct_message', conversation_language: 'en' })
+      described_class.new(messaging, instagram_messenger_inbox, outgoing_echo: false).perform
+
+      instagram_messenger_inbox.reload
+
+      # Conversation should exist but no new message should be created
+      expect(instagram_messenger_inbox.conversations.count).to be 1
+      expect(instagram_messenger_inbox.messages.count).to be 0
+
+      contact = instagram_messenger_channel.inbox.contacts.first
+      expect(contact.name).to eq('Jane Dae')
+    end
+  end
+
+  context 'when lock to single conversation is disabled' do
+    before do
+      instagram_messenger_inbox.update!(lock_to_single_conversation: false)
+      stub_request(:get, /graph.facebook.com/)
+    end
+
+    it 'creates a new conversation if existing conversation is not present' do
+      inital_count = Conversation.count
+      message = dm_params[:entry][0]['messaging'][0]
+      sender_id = message['sender']['id']
+
+      create_instagram_contact_for_sender(sender_id, instagram_messenger_inbox)
+      described_class.new(message, instagram_messenger_inbox).perform
+
+      instagram_messenger_inbox.reload
+
+      expect(instagram_messenger_inbox.conversations.count).to eq(1)
+      expect(Conversation.count).to eq(inital_count + 1)
+    end
+
+    it 'will not create a new conversation if last conversation is not resolved' do
+      message = dm_params[:entry][0]['messaging'][0]
+      sender_id = message['sender']['id']
+      contact = create_instagram_contact_for_sender(sender_id, instagram_messenger_inbox)
+
+      existing_conversation = create(
+        :conversation,
+        account_id: account.id,
+        inbox_id: instagram_messenger_inbox.id,
+        contact_id: contact.id,
+        status: :open,
+        additional_attributes: { type: 'instagram_direct_message', conversation_language: 'en' }
+      )
+
+      described_class.new(message, instagram_messenger_inbox).perform
+
+      instagram_messenger_inbox.reload
+
+      expect(instagram_messenger_inbox.conversations.last.id).to eq(existing_conversation.id)
+    end
+
+    it 'creates a new conversation if last conversation is resolved' do
+      message = dm_params[:entry][0]['messaging'][0]
+      sender_id = message['sender']['id']
+      contact = create_instagram_contact_for_sender(sender_id, instagram_messenger_inbox)
+
+      existing_conversation = create(
+        :conversation,
+        account_id: account.id,
+        inbox_id: instagram_messenger_inbox.id,
+        contact_id: contact.id,
+        status: :resolved,
+        additional_attributes: { type: 'instagram_direct_message', conversation_language: 'en' }
+      )
+
+      inital_count = Conversation.count
+      described_class.new(message, instagram_messenger_inbox).perform
+
+      instagram_messenger_inbox.reload
+
+      expect(instagram_messenger_inbox.conversations.last.id).not_to eq(existing_conversation.id)
+      expect(Conversation.count).to eq(inital_count + 1)
+    end
+  end
+
+  context 'when lock to single conversation is enabled' do
+    before do
+      instagram_messenger_inbox.update!(lock_to_single_conversation: true)
+      stub_request(:get, /graph.facebook.com/)
+    end
+
+    it 'creates a new conversation if existing conversation is not present' do
+      inital_count = Conversation.count
+      message = dm_params[:entry][0]['messaging'][0]
+      sender_id = message['sender']['id']
+
+      create_instagram_contact_for_sender(sender_id, instagram_messenger_inbox)
+      described_class.new(message, instagram_messenger_inbox).perform
+
+      instagram_messenger_inbox.reload
+
+      expect(instagram_messenger_inbox.conversations.count).to eq(1)
+      expect(Conversation.count).to eq(inital_count + 1)
+    end
+
+    it 'reopens last conversation if last conversation is resolved' do
+      message = dm_params[:entry][0]['messaging'][0]
+      sender_id = message['sender']['id']
+      contact = create_instagram_contact_for_sender(sender_id, instagram_messenger_inbox)
+
+      existing_conversation = create(
+        :conversation,
+        account_id: account.id,
+        inbox_id: instagram_messenger_inbox.id,
+        contact_id: contact.id,
+        status: :resolved,
+        additional_attributes: { type: 'instagram_direct_message', conversation_language: 'en' }
+      )
+
+      inital_count = Conversation.count
+
+      described_class.new(message, instagram_messenger_inbox).perform
+
+      instagram_messenger_inbox.reload
+
+      expect(instagram_messenger_inbox.conversations.last.id).to eq(existing_conversation.id)
+      expect(Conversation.count).to eq(inital_count)
+    end
+  end
+
+  describe '#fetch_story_link' do
+    before do
+      allow(Koala::Facebook::API).to receive(:new).and_return(fb_object)
+    end
+
+    let(:story_data) do
+      {
+        'story' => {
+          'mention' => {
+            'link' => 'https://example.com/story-link',
+            'id' => '18094414321535710'
+          }
+        },
+        'from' => {
+          'username' => 'instagram_user',
+          'id' => '2450757355263608'
+        },
+        'id' => 'story-source-id-123'
+      }.with_indifferent_access
+    end
+
+    it 'saves story information when story mention is processed' do
+      allow(fb_object).to receive(:get_object).and_return(story_data)
+
+      messaging = story_mention_params[:entry][0][:messaging][0]
+      sender_id = messaging['sender']['id']
+
+      create_instagram_contact_for_sender(sender_id, instagram_messenger_inbox)
+      builder = described_class.new(messaging, instagram_messenger_inbox)
+      builder.perform
+
+      message = instagram_messenger_inbox.messages.first
+
+      expect(message.content).to include('instagram_user')
+      expect(message.attachments.count).to eq(1)
+      expect(message.content_attributes[:story_sender]).to eq('instagram_user')
+      expect(message.content_attributes[:story_id]).to eq('18094414321535710')
+      expect(message.content_attributes[:image_type]).to eq('story_mention')
+    end
+
+    it 'handles story mentions specifically in the Instagram builder' do
+      messaging = story_mention_params[:entry][0][:messaging][0]
+      sender_id = messaging['sender']['id']
+
+      # First allow contact info fetch
+      allow(fb_object).to receive(:get_object).and_return({
+        name: 'Jane',
+        id: sender_id
+      }.with_indifferent_access)
+
+      # Then allow story data fetch
+      allow(fb_object).to receive(:get_object).with(anything, fields: %w[story from])
+                                              .and_return(story_data)
+
+      create_instagram_contact_for_sender(sender_id, instagram_messenger_inbox)
+      described_class.new(messaging, instagram_messenger_inbox).perform
+
+      message = instagram_messenger_inbox.messages.first
+
+      expect(message.content_attributes[:story_sender]).to eq('instagram_user')
+      expect(message.content_attributes[:image_type]).to eq('story_mention')
+    end
+  end
+end

spec/builders/messages/message_builder_spec.rb

@@ -0,0 +1,291 @@
+require 'rails_helper'
+
+describe Messages::MessageBuilder do
+  subject(:message_builder) { described_class.new(user, conversation, params).perform }
+
+  let(:account) { create(:account) }
+  let(:user) { create(:user, account: account) }
+  let(:inbox) { create(:inbox, account: account) }
+  let(:inbox_member) { create(:inbox_member, inbox: inbox, account: account) }
+  let(:conversation) { create(:conversation, inbox: inbox, account: account) }
+  let(:message_for_reply) { create(:message, conversation: conversation) }
+  let(:params) do
+    ActionController::Parameters.new({
+                                       content: 'test'
+                                     })
+  end
+
+  describe '#perform' do
+    it 'creates a message' do
+      message = message_builder
+      expect(message.content).to eq params[:content]
+    end
+  end
+
+  describe '#content_attributes' do
+    context 'when content_attributes is a JSON string' do
+      let(:params) do
+        ActionController::Parameters.new({
+                                           content: 'test',
+                                           content_attributes: "{\"in_reply_to\":#{message_for_reply.id}}"
+                                         })
+      end
+
+      it 'parses content_attributes from JSON string' do
+        message = described_class.new(user, conversation, params).perform
+        expect(message.content_attributes).to include(in_reply_to: message_for_reply.id)
+      end
+    end
+
+    context 'when content_attributes is a hash' do
+      let(:params) do
+        ActionController::Parameters.new({
+                                           content: 'test',
+                                           content_attributes: { in_reply_to: message_for_reply.id }
+                                         })
+      end
+
+      it 'uses content_attributes as provided' do
+        message = described_class.new(user, conversation, params).perform
+        expect(message.content_attributes).to include(in_reply_to: message_for_reply.id)
+      end
+    end
+
+    context 'when content_attributes is absent' do
+      let(:params) do
+        ActionController::Parameters.new({ content: 'test' })
+      end
+
+      it 'defaults to an empty hash' do
+        message = message_builder
+        expect(message.content_attributes).to eq({})
+      end
+    end
+
+    context 'when content_attributes is nil' do
+      let(:params) do
+        ActionController::Parameters.new({
+                                           content: 'test',
+                                           content_attributes: nil
+                                         })
+      end
+
+      it 'defaults to an empty hash' do
+        message = message_builder
+        expect(message.content_attributes).to eq({})
+      end
+    end
+
+    context 'when content_attributes is an invalid JSON string' do
+      let(:params) do
+        ActionController::Parameters.new({
+                                           content: 'test',
+                                           content_attributes: 'invalid_json'
+                                         })
+      end
+
+      it 'defaults to an empty hash' do
+        message = message_builder
+        expect(message.content_attributes).to eq({})
+      end
+    end
+  end
+
+  describe '#perform when message_type is incoming' do
+    context 'when channel is not api' do
+      let(:params) do
+        ActionController::Parameters.new({
+                                           content: 'test',
+                                           message_type: 'incoming'
+                                         })
+      end
+
+      it 'creates throws error when channel is not api' do
+        expect { message_builder }.to raise_error 'Incoming messages are only allowed in Api inboxes'
+      end
+    end
+
+    context 'when channel is api' do
+      let(:channel_api) { create(:channel_api, account: account) }
+      let(:conversation) { create(:conversation, inbox: channel_api.inbox, account: account) }
+      let(:params) do
+        ActionController::Parameters.new({
+                                           content: 'test',
+                                           message_type: 'incoming'
+                                         })
+      end
+
+      it 'creates message when channel is api' do
+        message = message_builder
+        expect(message.message_type).to eq params[:message_type]
+      end
+    end
+
+    context 'when attachment messages' do
+      let(:params) do
+        ActionController::Parameters.new({
+                                           content: 'test',
+                                           attachments: [Rack::Test::UploadedFile.new('spec/assets/avatar.png', 'image/png')]
+                                         })
+      end
+
+      it 'creates message with attachments' do
+        message = message_builder
+        expect(message.attachments.first.file_type).to eq 'image'
+      end
+
+      context 'when DIRECT_UPLOAD_ENABLED' do
+        let(:params) do
+          ActionController::Parameters.new({
+                                             content: 'test',
+                                             attachments: [get_blob_for('spec/assets/avatar.png', 'image/png').signed_id]
+                                           })
+        end
+
+        it 'creates message with attachments' do
+          message = message_builder
+          expect(message.attachments.first.file_type).to eq 'image'
+        end
+      end
+    end
+
+    context 'when email channel messages' do
+      let!(:channel_email) { create(:channel_email, account: account) }
+      let(:inbox_member) { create(:inbox_member, inbox: channel_email.inbox) }
+      let(:conversation) { create(:conversation, inbox: channel_email.inbox, account: account) }
+      let(:params) do
+        ActionController::Parameters.new({ cc_emails: 'test_cc_mail@test.com', bcc_emails: 'test_bcc_mail@test.com' })
+      end
+
+      it 'creates message with content_attributes for cc and bcc email addresses' do
+        message = message_builder
+
+        expect(message.content_attributes[:cc_emails]).to eq [params[:cc_emails]]
+        expect(message.content_attributes[:bcc_emails]).to eq [params[:bcc_emails]]
+      end
+
+      it 'does not create message with wrong cc and bcc email addresses' do
+        params = ActionController::Parameters.new({ cc_emails: 'test.com', bcc_emails: 'test_bcc.com' })
+        expect { described_class.new(user, conversation, params).perform }.to raise_error 'Invalid email address'
+      end
+
+      it 'strips off whitespace before saving cc_emails and bcc_emails' do
+        cc_emails = ' test1@test.com , test2@test.com, test3@test.com'
+        bcc_emails = 'test1@test.com,test2@test.com, test3@test.com '
+        params = ActionController::Parameters.new({ cc_emails: cc_emails, bcc_emails: bcc_emails })
+
+        message = described_class.new(user, conversation, params).perform
+
+        expect(message.content_attributes[:cc_emails]).to eq ['test1@test.com', 'test2@test.com', 'test3@test.com']
+        expect(message.content_attributes[:bcc_emails]).to eq ['test1@test.com', 'test2@test.com', 'test3@test.com']
+      end
+
+      context 'when custom email content is provided' do
+        before do
+          account.enable_features('quoted_email_reply')
+        end
+
+        it 'creates message with custom HTML email content' do
+          params = ActionController::Parameters.new({
+                                                      content: 'Regular message content',
+                                                      email_html_content: '<p>Custom <strong>HTML</strong> content</p>'
+                                                    })
+
+          message = described_class.new(user, conversation, params).perform
+
+          expect(message.content_attributes.dig('email', 'html_content', 'full')).to eq '<p>Custom <strong>HTML</strong> content</p>'
+          expect(message.content_attributes.dig('email', 'html_content', 'reply')).to eq '<p>Custom <strong>HTML</strong> content</p>'
+          expect(message.content_attributes.dig('email', 'text_content', 'full')).to eq 'Regular message content'
+          expect(message.content_attributes.dig('email', 'text_content', 'reply')).to eq 'Regular message content'
+        end
+
+        it 'does not process custom email content for private messages' do
+          params = ActionController::Parameters.new({
+                                                      content: 'Regular message content',
+                                                      email_html_content: '<p>Custom HTML content</p>',
+                                                      private: true
+                                                    })
+
+          message = described_class.new(user, conversation, params).perform
+
+          expect(message.content_attributes.dig('email', 'html_content')).to be_nil
+          expect(message.content_attributes.dig('email', 'text_content')).to be_nil
+        end
+
+        it 'falls back to default behavior when no custom email content is provided' do
+          params = ActionController::Parameters.new({
+                                                      content: 'Regular **markdown** content'
+                                                    })
+
+          message = described_class.new(user, conversation, params).perform
+
+          expect(message.content_attributes.dig('email', 'html_content', 'full')).to include('<strong>markdown</strong>')
+          expect(message.content_attributes.dig('email', 'text_content', 'full')).to eq 'Regular **markdown** content'
+        end
+      end
+
+      context 'when liquid templates are present in email content' do
+        let(:contact) { create(:contact, name: 'John', email: 'john@example.com') }
+        let(:conversation) { create(:conversation, inbox: channel_email.inbox, account: account, contact: contact) }
+
+        it 'processes liquid variables in email content' do
+          params = ActionController::Parameters.new({
+                                                      content: 'Hello {{contact.name}}, your email is {{contact.email}}'
+                                                    })
+
+          message = described_class.new(user, conversation, params).perform
+
+          expect(message.content_attributes.dig('email', 'html_content', 'full')).to include('Hello John')
+          expect(message.content_attributes.dig('email', 'html_content', 'full')).to include('john@example.com')
+          expect(message.content_attributes.dig('email', 'text_content', 'full')).to eq 'Hello John, your email is john@example.com'
+        end
+
+        it 'does not process liquid in code blocks' do
+          params = ActionController::Parameters.new({
+                                                      content: 'Hello {{contact.name}}, use this code: `{{contact.email}}`'
+                                                    })
+
+          message = described_class.new(user, conversation, params).perform
+
+          expect(message.content_attributes.dig('email', 'text_content', 'full')).to eq 'Hello John, use this code: `{{contact.email}}`'
+        end
+
+        it 'handles broken liquid syntax gracefully' do
+          params = ActionController::Parameters.new({
+                                                      content: 'Hello {{contact.name}  {{invalid}}'
+                                                    })
+
+          message = described_class.new(user, conversation, params).perform
+
+          expect(message.content_attributes.dig('email', 'text_content', 'full')).to eq 'Hello {{contact.name}  {{invalid}}'
+        end
+
+        it 'does not process liquid for incoming messages' do
+          params = ActionController::Parameters.new({
+                                                      content: 'Hello {{contact.name}}',
+                                                      message_type: 'incoming'
+                                                    })
+
+          api_channel = create(:channel_api, account: account)
+          api_conversation = create(:conversation, inbox: api_channel.inbox, account: account, contact: contact)
+
+          message = described_class.new(user, api_conversation, params).perform
+
+          expect(message.content).to eq 'Hello {{contact.name}}'
+        end
+
+        it 'does not process liquid for private messages' do
+          params = ActionController::Parameters.new({
+                                                      content: 'Hello {{contact.name}}',
+                                                      private: true
+                                                    })
+
+          message = described_class.new(user, conversation, params).perform
+
+          expect(message.content_attributes.dig('email', 'html_content')).to be_nil
+          expect(message.content_attributes.dig('email', 'text_content')).to be_nil
+        end
+      end
+    end
+  end
+end

spec/builders/notification_builder_spec.rb

@@ -0,0 +1,101 @@
+require 'rails_helper'
+
+describe NotificationBuilder do
+  include ActiveJob::TestHelper
+
+  describe '#perform' do
+    let!(:account) { create(:account) }
+    let!(:user) { create(:user, account: account) }
+    let!(:primary_actor) { create(:conversation, account: account) }
+
+    before do
+      notification_setting = user.notification_settings.find_by(account_id: account.id)
+      notification_setting.selected_email_flags = [:email_conversation_creation]
+      notification_setting.selected_push_flags = [:push_conversation_creation]
+      notification_setting.save!
+    end
+
+    it 'creates a notification' do
+      expect do
+        described_class.new(
+          notification_type: 'conversation_creation',
+          user: user,
+          account: account,
+          primary_actor: primary_actor
+        ).perform
+      end.to change { user.notifications.count }.by(1)
+    end
+
+    it 'will not throw error if notification setting is not present' do
+      perform_enqueued_jobs do
+        user.account_users.destroy_all
+      end
+      expect(
+        described_class.new(
+          notification_type: 'conversation_creation',
+          user: user,
+          account: account,
+          primary_actor: primary_actor
+        ).perform
+      ).to be_nil
+    end
+
+    it 'will not create a conversation_creation notification if user is not subscribed to it' do
+      notification_setting = user.notification_settings.find_by(account_id: account.id)
+      notification_setting.selected_email_flags = []
+      notification_setting.selected_push_flags = []
+      notification_setting.save!
+
+      expect(
+        described_class.new(
+          notification_type: 'conversation_creation',
+          user: user,
+          account: account,
+          primary_actor: primary_actor
+        ).perform
+      ).to be_nil
+    end
+
+    it 'will create a conversation_mention notification even though user is not subscribed to it' do
+      notification_setting = user.notification_settings.find_by(account_id: account.id)
+      notification_setting.selected_email_flags = []
+      notification_setting.selected_push_flags = []
+      notification_setting.save!
+
+      expect do
+        described_class.new(
+          notification_type: 'conversation_mention',
+          user: user,
+          account: account,
+          primary_actor: primary_actor
+        ).perform
+      end.to change { user.notifications.count }.by(1)
+    end
+
+    it 'will not create a notification if conversation contact is blocked and notification type is not conversation_mention' do
+      primary_actor.contact.update(blocked: true)
+
+      expect do
+        described_class.new(
+          notification_type: 'conversation_creation',
+          user: user,
+          account: account,
+          primary_actor: primary_actor
+        ).perform
+      end.not_to(change { user.notifications.count })
+    end
+
+    it 'will create a notification if conversation contact is blocked and notification type is conversation_mention' do
+      primary_actor.contact.update(blocked: true)
+
+      expect do
+        described_class.new(
+          notification_type: 'conversation_mention',
+          user: user,
+          account: account,
+          primary_actor: primary_actor
+        ).perform
+      end.to change { user.notifications.count }.by(1)
+    end
+  end
+end

spec/builders/v2/report_builder_spec.rb

@@ -0,0 +1,480 @@
+require 'rails_helper'
+
+describe V2::ReportBuilder do
+  include ActiveJob::TestHelper
+  let_it_be(:account) { create(:account) }
+  let_it_be(:label_1) { create(:label, title: 'Label_1', account: account) }
+  let_it_be(:label_2) { create(:label, title: 'Label_2', account: account) }
+
+  describe '#timeseries' do
+    # Use before_all to share expensive setup across all tests in this describe block
+    # This runs once instead of 21 times, dramatically speeding up the suite
+    before_all do
+      travel_to(Time.zone.today) do
+        user = create(:user, account: account)
+        inbox = create(:inbox, account: account)
+        create(:inbox_member, user: user, inbox: inbox)
+
+        gravatar_url = 'https://www.gravatar.com'
+        stub_request(:get, /#{gravatar_url}.*/).to_return(status: 404)
+
+        perform_enqueued_jobs do
+          10.times do
+            conversation = create(:conversation, account: account,
+                                                 inbox: inbox, assignee: user,
+                                                 created_at: Time.zone.today)
+            create_list(:message, 5, message_type: 'outgoing',
+                                     account: account, inbox: inbox,
+                                     conversation: conversation, created_at: Time.zone.today + 2.hours)
+            create_list(:message, 2, message_type: 'incoming',
+                                     account: account, inbox: inbox,
+                                     conversation: conversation,
+                                     created_at: Time.zone.today + 3.hours)
+            conversation.update_labels('label_1')
+            conversation.label_list
+            conversation.save!
+          end
+
+          5.times do
+            conversation = create(:conversation, account: account,
+                                                 inbox: inbox, assignee: user,
+                                                 created_at: (Time.zone.today - 2.days))
+            create_list(:message, 3, message_type: 'outgoing',
+                                     account: account, inbox: inbox,
+                                     conversation: conversation,
+                                     created_at: (Time.zone.today - 2.days))
+            create_list(:message, 1, message_type: 'incoming',
+                                     account: account, inbox: inbox,
+                                     conversation: conversation,
+                                     created_at: (Time.zone.today - 2.days))
+            conversation.update_labels('label_2')
+            conversation.label_list
+            conversation.save!
+          end
+        end
+      end
+    end
+
+    context 'when report type is account' do
+      it 'return conversations count' do
+        params = {
+          metric: 'conversations_count',
+          type: :account,
+          since: (Time.zone.today - 3.days).to_time.to_i.to_s,
+          until: Time.zone.today.end_of_day.to_time.to_i.to_s
+        }
+
+        builder = described_class.new(account, params)
+        metrics = builder.timeseries
+
+        expect(metrics[Time.zone.today]).to be 10
+        expect(metrics[Time.zone.today - 2.days]).to be 5
+      end
+
+      it 'return incoming messages count' do
+        params = {
+          metric: 'incoming_messages_count',
+          type: :account,
+          since: (Time.zone.today - 3.days).to_time.to_i.to_s,
+          until: Time.zone.today.end_of_day.to_time.to_i.to_s
+        }
+
+        builder = described_class.new(account, params)
+        metrics = builder.timeseries
+
+        expect(metrics[Time.zone.today]).to be 20
+        expect(metrics[Time.zone.today - 2.days]).to be 5
+      end
+
+      it 'return outgoing messages count' do
+        params = {
+          metric: 'outgoing_messages_count',
+          type: :account,
+          since: (Time.zone.today - 3.days).to_time.to_i.to_s,
+          until: Time.zone.today.end_of_day.to_time.to_i.to_s
+        }
+
+        builder = described_class.new(account, params)
+        metrics = builder.timeseries
+
+        expect(metrics[Time.zone.today]).to be 50
+        expect(metrics[Time.zone.today - 2.days]).to be 15
+      end
+
+      it 'return resolutions count' do
+        travel_to(Time.zone.today) do
+          params = {
+            metric: 'resolutions_count',
+            type: :account,
+            since: (Time.zone.today - 3.days).to_time.to_i.to_s,
+            until: Time.zone.today.end_of_day.to_time.to_i.to_s
+          }
+
+          conversations = account.conversations.where('created_at < ?', 1.day.ago)
+          perform_enqueued_jobs do
+            # Resolve all 5 conversations
+            conversations.each(&:resolved!)
+
+            # Reopen 1 conversation
+            conversations.first.open!
+          end
+
+          builder = described_class.new(account, params)
+          metrics = builder.timeseries
+
+          # 5 resolution events occurred (even though 1 was later reopened)
+          expect(metrics[Time.zone.today]).to be 5
+          expect(metrics[Time.zone.today - 2.days]).to be 0
+        end
+      end
+
+      it 'return resolutions count with multiple resolutions of same conversation' do
+        travel_to(Time.zone.today) do
+          params = {
+            metric: 'resolutions_count',
+            type: :account,
+            since: (Time.zone.today - 3.days).to_time.to_i.to_s,
+            until: Time.zone.today.end_of_day.to_time.to_i.to_s
+          }
+
+          conversations = account.conversations.where('created_at < ?', 1.day.ago)
+          perform_enqueued_jobs do
+            # Resolve all 5 conversations (first round)
+            conversations.each(&:resolved!)
+
+            # Reopen 2 conversations and resolve them again
+            conversations.first(2).each do |conversation|
+              conversation.open!
+              conversation.resolved!
+            end
+          end
+
+          builder = described_class.new(account, params)
+          metrics = builder.timeseries
+
+          # 7 total resolution events: 5 initial + 2 re-resolutions
+          expect(metrics[Time.zone.today]).to be 7
+          expect(metrics[Time.zone.today - 2.days]).to be 0
+        end
+      end
+
+      it 'returns bot_resolutions count' do
+        travel_to(Time.zone.today) do
+          params = {
+            metric: 'bot_resolutions_count',
+            type: :account,
+            since: (Time.zone.today - 3.days).to_time.to_i.to_s,
+            until: Time.zone.today.end_of_day.to_time.to_i.to_s
+          }
+
+          create(:agent_bot_inbox, inbox: account.inboxes.first)
+          conversations = account.conversations.where('created_at < ?', 1.day.ago)
+          conversations.each do |conversation|
+            conversation.messages.outgoing.all.update(sender: nil)
+          end
+
+          perform_enqueued_jobs do
+            # Resolve all 5 conversations
+            conversations.each(&:resolved!)
+
+            # Reopen 1 conversation
+            conversations.first.open!
+          end
+
+          builder = described_class.new(account, params)
+          metrics = builder.timeseries
+          summary = builder.bot_summary
+
+          # 5 bot resolution events occurred (even though 1 was later reopened)
+          expect(metrics[Time.zone.today]).to be 5
+          expect(metrics[Time.zone.today - 2.days]).to be 0
+          expect(summary[:bot_resolutions_count]).to be 5
+        end
+      end
+
+      it 'return bot_handoff count' do
+        travel_to(Time.zone.today) do
+          params = {
+            metric: 'bot_handoffs_count',
+            type: :account,
+            since: (Time.zone.today - 3.days).to_time.to_i.to_s,
+            until: Time.zone.today.end_of_day.to_time.to_i.to_s
+          }
+
+          create(:agent_bot_inbox, inbox: account.inboxes.first)
+          conversations = account.conversations.where('created_at < ?', 1.day.ago)
+          conversations.each do |conversation|
+            conversation.pending!
+            conversation.messages.outgoing.all.update(sender: nil)
+          end
+
+          perform_enqueued_jobs do
+            # Resolve all 5 conversations
+            conversations.each(&:bot_handoff!)
+
+            # Reopen 1 conversation
+            conversations.first.open!
+          end
+
+          builder = described_class.new(account, params)
+          metrics = builder.timeseries
+          summary = builder.bot_summary
+
+          # 4 conversations are resolved
+          expect(metrics[Time.zone.today]).to be 5
+          expect(metrics[Time.zone.today - 2.days]).to be 0
+          expect(summary[:bot_handoffs_count]).to be 5
+        end
+      end
+
+      it 'returns average first response time' do
+        params = {
+          metric: 'avg_first_response_time',
+          type: :account,
+          since: (Time.zone.today - 3.days).to_time.to_i.to_s,
+          until: Time.zone.today.end_of_day.to_time.to_i.to_s
+        }
+
+        builder = described_class.new(account, params)
+        metrics = builder.timeseries
+
+        expect(metrics[Time.zone.today].to_f).to be 0.48e4
+      end
+
+      it 'returns summary' do
+        params = {
+          type: :account,
+          since: (Time.zone.today - 3.days).to_time.to_i.to_s,
+          until: Time.zone.today.end_of_day.to_time.to_i.to_s
+        }
+
+        builder = described_class.new(account, params)
+        metrics = builder.summary
+
+        expect(metrics[:conversations_count]).to be 15
+        expect(metrics[:incoming_messages_count]).to be 25
+        expect(metrics[:outgoing_messages_count]).to be 65
+        expect(metrics[:avg_resolution_time]).to be 0
+        expect(metrics[:resolutions_count]).to be 0
+      end
+
+      it 'returns argument error for incorrect group by' do
+        params = {
+          type: :account,
+          metric: 'avg_first_response_time',
+          since: (Time.zone.today - 3.days).to_time.to_i.to_s,
+          until: Time.zone.today.end_of_day.to_time.to_i.to_s,
+          group_by: 'test'.to_s
+        }
+
+        builder = described_class.new(account, params)
+        expect { builder.timeseries }.to raise_error(ArgumentError)
+      end
+
+      it 'logs error when metric is nil' do
+        params = {
+          metric: nil, # Set metric to nil to test this case
+          type: :account,
+          since: (Time.zone.today - 3.days).to_time.to_i.to_s,
+          until: Time.zone.today.end_of_day.to_time.to_i.to_s
+        }
+
+        builder = described_class.new(account, params)
+
+        expect(Rails.logger).to receive(:error).with('ReportBuilder: Invalid metric - ')
+        builder.timeseries
+      end
+
+      it 'calls the appropriate metric method for a valid metric' do
+        params = {
+          metric: 'not_conversation_count', # Provide a invalid metric
+          type: :account,
+          since: (Time.zone.today - 3.days).to_time.to_i.to_s,
+          until: Time.zone.today.end_of_day.to_time.to_i.to_s
+        }
+
+        builder = described_class.new(account, params)
+        expect(Rails.logger).to receive(:error).with('ReportBuilder: Invalid metric - not_conversation_count')
+
+        builder.timeseries
+      end
+    end
+
+    context 'when report type is label' do
+      it 'return conversations count' do
+        params = {
+          metric: 'conversations_count',
+          type: :label,
+          id: label_2.id,
+          since: (Time.zone.today - 3.days).to_time.to_i.to_s,
+          until: Time.zone.today.end_of_day.to_time.to_i.to_s
+        }
+
+        builder = described_class.new(account, params)
+        metrics = builder.timeseries
+
+        expect(metrics[Time.zone.today - 2.days]).to be 5
+      end
+
+      it 'return incoming messages count' do
+        params = {
+          metric: 'incoming_messages_count',
+          type: :label,
+          id: label_1.id,
+          since: (Time.zone.today - 3.days).to_time.to_i.to_s,
+          until: (Time.zone.today + 1.day).to_time.to_i.to_s
+        }
+
+        builder = described_class.new(account, params)
+        metrics = builder.timeseries
+
+        expect(metrics[Time.zone.today]).to be 20
+        expect(metrics[Time.zone.today - 2.days]).to be 0
+      end
+
+      it 'return outgoing messages count' do
+        params = {
+          metric: 'outgoing_messages_count',
+          type: :label,
+          id: label_1.id,
+          since: (Time.zone.today - 3.days).to_time.to_i.to_s,
+          until: (Time.zone.today + 1.day).to_time.to_i.to_s
+        }
+
+        builder = described_class.new(account, params)
+        metrics = builder.timeseries
+
+        expect(metrics[Time.zone.today]).to be 50
+        expect(metrics[Time.zone.today - 2.days]).to be 0
+      end
+
+      it 'return resolutions count' do
+        travel_to(Time.zone.today) do
+          params = {
+            metric: 'resolutions_count',
+            type: :label,
+            id: label_2.id,
+            since: (Time.zone.today - 3.days).to_time.to_i.to_s,
+            until: (Time.zone.today + 1.day).to_time.to_i.to_s
+          }
+
+          conversations = account.conversations.where('created_at < ?', 1.day.ago)
+
+          perform_enqueued_jobs do
+            # ensure 5 reporting events are created
+            conversations.each(&:resolved!)
+
+            # open one of the conversations to check if it is not counted
+            conversations.last.open!
+          end
+
+          builder = described_class.new(account, params)
+          metrics = builder.timeseries
+
+          # this should count all 5 resolution events (even though 1 was later reopened)
+          expect(metrics[Time.zone.today]).to be 5
+          expect(metrics[Time.zone.today - 2.days]).to be 0
+        end
+      end
+
+      it 'return resolutions count with multiple resolutions of same conversation' do
+        travel_to(Time.zone.today) do
+          params = {
+            metric: 'resolutions_count',
+            type: :label,
+            id: label_2.id,
+            since: (Time.zone.today - 3.days).to_time.to_i.to_s,
+            until: (Time.zone.today + 1.day).to_time.to_i.to_s
+          }
+
+          conversations = account.conversations.where('created_at < ?', 1.day.ago)
+
+          perform_enqueued_jobs do
+            # Resolve all 5 conversations (first round)
+            conversations.each(&:resolved!)
+
+            # Reopen 3 conversations and resolve them again
+            conversations.first(3).each do |conversation|
+              conversation.open!
+              conversation.resolved!
+            end
+          end
+
+          builder = described_class.new(account, params)
+          metrics = builder.timeseries
+
+          # 8 total resolution events: 5 initial + 3 re-resolutions
+          expect(metrics[Time.zone.today]).to be 8
+          expect(metrics[Time.zone.today - 2.days]).to be 0
+        end
+      end
+
+      it 'returns average first response time' do
+        label_2.reporting_events.update(value: 1.5)
+
+        params = {
+          metric: 'avg_first_response_time',
+          type: :label,
+          id: label_2.id,
+          since: (Time.zone.today - 3.days).to_time.to_i.to_s,
+          until: Time.zone.today.end_of_day.to_time.to_i.to_s
+        }
+
+        builder = described_class.new(account, params)
+        metrics = builder.timeseries
+        expect(metrics[Time.zone.today].to_f).to be 0.15e1
+      end
+
+      it 'returns summary' do
+        params = {
+          type: :label,
+          id: label_2.id,
+          since: (Time.zone.today - 3.days).to_time.to_i.to_s,
+          until: Time.zone.today.end_of_day.to_time.to_i.to_s
+        }
+
+        builder = described_class.new(account, params)
+        metrics = builder.summary
+
+        expect(metrics[:conversations_count]).to be 5
+        expect(metrics[:incoming_messages_count]).to be 5
+        expect(metrics[:outgoing_messages_count]).to be 15
+        expect(metrics[:avg_resolution_time]).to be 0
+        expect(metrics[:resolutions_count]).to be 0
+      end
+
+      it 'returns summary for correct group by' do
+        params = {
+          type: :label,
+          id: label_2.id,
+          since: (Time.zone.today - 3.days).to_time.to_i.to_s,
+          until: Time.zone.today.end_of_day.to_time.to_i.to_s,
+          group_by: 'week'.to_s
+        }
+
+        builder = described_class.new(account, params)
+        metrics = builder.summary
+
+        expect(metrics[:conversations_count]).to be 5
+        expect(metrics[:incoming_messages_count]).to be 5
+        expect(metrics[:outgoing_messages_count]).to be 15
+        expect(metrics[:avg_resolution_time]).to be 0
+        expect(metrics[:resolutions_count]).to be 0
+      end
+
+      it 'returns argument error for incorrect group by' do
+        params = {
+          metric: 'avg_first_response_time',
+          type: :label,
+          id: label_2.id,
+          since: (Time.zone.today - 3.days).to_time.to_i.to_s,
+          until: Time.zone.today.end_of_day.to_time.to_i.to_s,
+          group_by: 'test'.to_s
+        }
+
+        builder = described_class.new(account, params)
+        expect { builder.timeseries }.to raise_error(ArgumentError)
+      end
+    end
+  end
+end

spec/builders/v2/reports/agent_summary_builder_spec.rb

@@ -0,0 +1,143 @@
+require 'rails_helper'
+
+RSpec.describe V2::Reports::AgentSummaryBuilder do
+  let(:account) { create(:account) }
+  let(:user1) { create(:user, account: account, role: :agent) }
+  let(:user2) { create(:user, account: account, role: :agent) }
+
+  let(:params) do
+    {
+      business_hours: business_hours,
+      since: 1.week.ago.beginning_of_day,
+      until: Time.current.end_of_day
+    }
+  end
+  let(:builder) { described_class.new(account: account, params: params) }
+
+  describe '#build' do
+    context 'when there is team data' do
+      before do
+        c1 = create(:conversation, account: account, assignee: user1, created_at: Time.current)
+        c2 = create(:conversation, account: account, assignee: user2, created_at: Time.current)
+        create(
+          :reporting_event,
+          account: account,
+          conversation: c2,
+          user: user2,
+          name: 'conversation_resolved',
+          value: 50,
+          value_in_business_hours: 40,
+          created_at: Time.current
+        )
+        create(
+          :reporting_event,
+          account: account,
+          conversation: c1,
+          user: user1,
+          name: 'first_response',
+          value: 20,
+          value_in_business_hours: 10,
+          created_at: Time.current
+        )
+        create(
+          :reporting_event,
+          account: account,
+          conversation: c1,
+          user: user1,
+          name: 'reply_time',
+          value: 30,
+          value_in_business_hours: 15,
+          created_at: Time.current
+        )
+        create(
+          :reporting_event,
+          account: account,
+          conversation: c1,
+          user: user1,
+          name: 'reply_time',
+          value: 40,
+          value_in_business_hours: 25,
+          created_at: Time.current
+        )
+      end
+
+      context 'when business hours is disabled' do
+        let(:business_hours) { false }
+
+        it 'returns the correct team stats' do
+          report = builder.build
+
+          expect(report).to eq(
+            [
+              {
+                id: user1.id,
+                conversations_count: 1,
+                resolved_conversations_count: 0,
+                avg_resolution_time: nil,
+                avg_first_response_time: 20.0,
+                avg_reply_time: 35.0
+              },
+              {
+                id: user2.id,
+                conversations_count: 1,
+                resolved_conversations_count: 1,
+                avg_resolution_time: 50.0,
+                avg_first_response_time: nil,
+                avg_reply_time: nil
+              }
+            ]
+          )
+        end
+      end
+
+      context 'when business hours is enabled' do
+        let(:business_hours) { true }
+
+        it 'uses business hours values' do
+          report = builder.build
+
+          expect(report).to eq(
+            [
+              {
+                id: user1.id,
+                conversations_count: 1,
+                resolved_conversations_count: 0,
+                avg_resolution_time: nil,
+                avg_first_response_time: 10.0,
+                avg_reply_time: 20.0
+              },
+              {
+                id: user2.id,
+                conversations_count: 1,
+                resolved_conversations_count: 1,
+                avg_resolution_time: 40.0,
+                avg_first_response_time: nil,
+                avg_reply_time: nil
+              }
+            ]
+          )
+        end
+      end
+    end
+
+    context 'when there is no team data' do
+      let!(:new_user) { create(:user, account: account, role: :agent) }
+      let(:business_hours) { false }
+
+      it 'returns zero values' do
+        report = builder.build
+
+        expect(report).to include(
+          {
+            id: new_user.id,
+            conversations_count: 0,
+            resolved_conversations_count: 0,
+            avg_resolution_time: nil,
+            avg_first_response_time: nil,
+            avg_reply_time: nil
+          }
+        )
+      end
+    end
+  end
+end

spec/builders/v2/reports/bot_metrics_builder_spec.rb

@@ -0,0 +1,44 @@
+require 'rails_helper'
+
+RSpec.describe V2::Reports::BotMetricsBuilder do
+  subject(:bot_metrics_builder) { described_class.new(inbox.account, params) }
+
+  let(:inbox) { create(:inbox) }
+  let!(:resolved_conversation) { create(:conversation, account: inbox.account, inbox: inbox, created_at: 2.days.ago) }
+  let!(:unresolved_conversation) { create(:conversation, account: inbox.account, inbox: inbox, created_at: 2.days.ago) }
+  let(:since) { 1.week.ago.to_i.to_s }
+  let(:until_time) { Time.now.to_i.to_s }
+  let(:params) { { since: since, until: until_time } }
+
+  before do
+    create(:agent_bot_inbox, inbox: inbox)
+    create(:message, account: inbox.account, conversation: resolved_conversation, created_at: 2.days.ago, message_type: 'outgoing')
+    create(:reporting_event, account_id: inbox.account.id, name: 'conversation_bot_resolved', conversation_id: resolved_conversation.id,
+                             created_at: 2.days.ago)
+    create(:reporting_event, account_id: inbox.account.id, name: 'conversation_bot_handoff',
+                             conversation_id: resolved_conversation.id, created_at: 2.days.ago)
+    create(:reporting_event, account_id: inbox.account.id, name: 'conversation_bot_handoff',
+                             conversation_id: unresolved_conversation.id, created_at: 2.days.ago)
+  end
+
+  describe '#metrics' do
+    context 'with valid params' do
+      it 'returns correct metrics' do
+        metrics = bot_metrics_builder.metrics
+
+        expect(metrics[:conversation_count]).to eq(2)
+        expect(metrics[:message_count]).to eq(1)
+        expect(metrics[:resolution_rate]).to eq(50)
+        expect(metrics[:handoff_rate]).to eq(100)
+      end
+    end
+
+    context 'with missing params' do
+      let(:params) { {} }
+
+      it 'handles missing since and until params gracefully' do
+        expect { bot_metrics_builder.metrics }.not_to raise_error
+      end
+    end
+  end
+end

spec/builders/v2/reports/channel_summary_builder_spec.rb

@@ -0,0 +1,92 @@
+require 'rails_helper'
+
+RSpec.describe V2::Reports::ChannelSummaryBuilder do
+  let!(:account) { create(:account) }
+  let!(:web_widget_inbox) { create(:inbox, account: account) }
+  let!(:email_inbox) { create(:inbox, :with_email, account: account) }
+  let(:params) do
+    {
+      since: 1.week.ago.beginning_of_day,
+      until: Time.current.end_of_day
+    }
+  end
+  let(:builder) { described_class.new(account: account, params: params) }
+
+  describe '#build' do
+    subject(:report) { builder.build }
+
+    context 'when there are conversations with different statuses across channels' do
+      before do
+        # Web widget conversations
+        create(:conversation, account: account, inbox: web_widget_inbox, status: :open, created_at: 2.days.ago)
+        create(:conversation, account: account, inbox: web_widget_inbox, status: :open, created_at: 3.days.ago)
+        create(:conversation, account: account, inbox: web_widget_inbox, status: :resolved, created_at: 2.days.ago)
+        create(:conversation, account: account, inbox: web_widget_inbox, status: :pending, created_at: 1.day.ago)
+        create(:conversation, account: account, inbox: web_widget_inbox, status: :snoozed, created_at: 1.day.ago)
+
+        # Email conversations
+        create(:conversation, account: account, inbox: email_inbox, status: :open, created_at: 2.days.ago)
+        create(:conversation, account: account, inbox: email_inbox, status: :resolved, created_at: 1.day.ago)
+        create(:conversation, account: account, inbox: email_inbox, status: :resolved, created_at: 3.days.ago)
+      end
+
+      it 'returns correct counts grouped by channel type' do
+        expect(report['Channel::WebWidget']).to eq(
+          open: 2,
+          resolved: 1,
+          pending: 1,
+          snoozed: 1,
+          total: 5
+        )
+
+        expect(report['Channel::Email']).to eq(
+          open: 1,
+          resolved: 2,
+          pending: 0,
+          snoozed: 0,
+          total: 3
+        )
+      end
+    end
+
+    context 'when conversations are outside the date range' do
+      before do
+        create(:conversation, account: account, inbox: web_widget_inbox, status: :open, created_at: 2.days.ago)
+        create(:conversation, account: account, inbox: web_widget_inbox, status: :resolved, created_at: 2.weeks.ago)
+      end
+
+      it 'only includes conversations within the date range' do
+        expect(report['Channel::WebWidget']).to eq(
+          open: 1,
+          resolved: 0,
+          pending: 0,
+          snoozed: 0,
+          total: 1
+        )
+      end
+    end
+
+    context 'when there are no conversations' do
+      it 'returns an empty hash' do
+        expect(report).to eq({})
+      end
+    end
+
+    context 'when a channel has only one status type' do
+      before do
+        create(:conversation, account: account, inbox: web_widget_inbox, status: :resolved, created_at: 1.day.ago)
+        create(:conversation, account: account, inbox: web_widget_inbox, status: :resolved, created_at: 2.days.ago)
+      end
+
+      it 'returns zeros for other statuses' do
+        expect(report['Channel::WebWidget']).to eq(
+          open: 0,
+          resolved: 2,
+          pending: 0,
+          snoozed: 0,
+          total: 2
+        )
+      end
+    end
+  end
+end

spec/builders/v2/reports/conversations/metric_builder_spec.rb

@@ -0,0 +1,50 @@
+require 'rails_helper'
+
+RSpec.describe V2::Reports::Conversations::MetricBuilder, type: :model do
+  subject { described_class.new(account, params) }
+
+  let(:account) { create(:account) }
+  let(:params) { { since: '2023-01-01', until: '2024-01-01' } }
+  let(:count_builder_instance) { instance_double(V2::Reports::Timeseries::CountReportBuilder, aggregate_value: 42) }
+  let(:avg_builder_instance) { instance_double(V2::Reports::Timeseries::AverageReportBuilder, aggregate_value: 42) }
+
+  before do
+    allow(V2::Reports::Timeseries::CountReportBuilder).to receive(:new).and_return(count_builder_instance)
+    allow(V2::Reports::Timeseries::AverageReportBuilder).to receive(:new).and_return(avg_builder_instance)
+  end
+
+  describe '#summary' do
+    it 'returns the correct summary values' do
+      summary = subject.summary
+      expect(summary).to eq(
+        {
+          conversations_count: 42,
+          incoming_messages_count: 42,
+          outgoing_messages_count: 42,
+          avg_first_response_time: 42,
+          avg_resolution_time: 42,
+          resolutions_count: 42,
+          reply_time: 42
+        }
+      )
+    end
+
+    it 'creates builders with proper params' do
+      subject.summary
+      expect(V2::Reports::Timeseries::CountReportBuilder).to have_received(:new).with(account, params.merge(metric: 'conversations_count'))
+      expect(V2::Reports::Timeseries::AverageReportBuilder).to have_received(:new).with(account, params.merge(metric: 'avg_first_response_time'))
+    end
+  end
+
+  describe '#bot_summary' do
+    it 'returns a detailed summary of bot-specific conversation metrics' do
+      bot_summary = subject.bot_summary
+      expect(bot_summary).to eq(
+        {
+          bot_resolutions_count: 42,
+          bot_handoffs_count: 42
+        }
+      )
+    end
+  end
+end

spec/builders/v2/reports/conversations/report_builder_spec.rb

@@ -0,0 +1,44 @@
+require 'rails_helper'
+
+describe V2::Reports::Conversations::ReportBuilder do
+  subject { described_class.new(account, params) }
+
+  let(:account) { create(:account) }
+  let(:average_builder) { V2::Reports::Timeseries::AverageReportBuilder }
+  let(:count_builder) { V2::Reports::Timeseries::CountReportBuilder }
+
+  shared_examples 'valid metric handler' do |metric, method, builder|
+    context 'when a valid metric is given' do
+      let(:params) { { metric: metric } }
+
+      it "calls the correct #{method} builder for #{metric}" do
+        builder_instance = instance_double(builder)
+        allow(builder).to receive(:new).and_return(builder_instance)
+        allow(builder_instance).to receive(method)
+
+        builder_instance.public_send(method)
+        expect(builder_instance).to have_received(method)
+      end
+    end
+  end
+
+  context 'when invalid metric is given' do
+    let(:metric) { 'invalid_metric' }
+    let(:params) { { metric: metric } }
+
+    it 'logs the error and returns empty value' do
+      expect(Rails.logger).to receive(:error).with("ReportBuilder: Invalid metric - #{metric}")
+      expect(subject.timeseries).to eq({})
+    end
+  end
+
+  describe '#timeseries' do
+    it_behaves_like 'valid metric handler', 'avg_first_response_time', :timeseries, V2::Reports::Timeseries::AverageReportBuilder
+    it_behaves_like 'valid metric handler', 'conversations_count', :timeseries, V2::Reports::Timeseries::CountReportBuilder
+  end
+
+  describe '#aggregate_value' do
+    it_behaves_like 'valid metric handler', 'avg_first_response_time', :aggregate_value, V2::Reports::Timeseries::AverageReportBuilder
+    it_behaves_like 'valid metric handler', 'conversations_count', :aggregate_value, V2::Reports::Timeseries::CountReportBuilder
+  end
+end

spec/builders/v2/reports/inbox_summary_builder_spec.rb

@@ -0,0 +1,93 @@
+require 'rails_helper'
+
+RSpec.describe V2::Reports::InboxSummaryBuilder do
+  let(:account) { create(:account) }
+  let(:i1) { create(:inbox, account: account) }
+  let(:i2) { create(:inbox, account: account) }
+  let(:params) do
+    {
+      business_hours: business_hours,
+      since: 1.week.ago.beginning_of_day,
+      until: Time.current.end_of_day
+    }
+  end
+  let(:builder) { described_class.new(account: account, params: params) }
+
+  before do
+    c1 = create(:conversation, account: account, inbox: i1, created_at: 2.days.ago)
+    c2 = create(:conversation, account: account, inbox: i2, created_at: 1.day.ago)
+    c2.resolved!
+    create(:reporting_event, account: account, conversation: c2, inbox: i2, name: 'conversation_resolved', value: 100, value_in_business_hours: 60,
+                             created_at: 1.day.ago)
+    create(:reporting_event, account: account, conversation: c1, inbox: i1, name: 'first_response', value: 50, value_in_business_hours: 30,
+                             created_at: 1.day.ago)
+    create(:reporting_event, account: account, conversation: c1, inbox: i1, name: 'reply_time', value: 30, value_in_business_hours: 10,
+                             created_at: 1.day.ago)
+    create(:reporting_event, account: account, conversation: c1, inbox: i1, name: 'reply_time', value: 40, value_in_business_hours: 20,
+                             created_at: 1.day.ago)
+  end
+
+  describe '#build' do
+    subject(:report) { builder.build }
+
+    context 'when business hours is disabled' do
+      let(:business_hours) { false }
+
+      it 'includes correct stats for each inbox' do
+        expect(report).to contain_exactly({
+                                            id: i1.id,
+                                            conversations_count: 1,
+                                            resolved_conversations_count: 0,
+                                            avg_resolution_time: nil,
+                                            avg_first_response_time: 50.0,
+                                            avg_reply_time: 35.0
+                                          }, {
+                                            id: i2.id,
+                                            conversations_count: 1,
+                                            resolved_conversations_count: 1,
+                                            avg_resolution_time: 100.0,
+                                            avg_first_response_time: nil,
+                                            avg_reply_time: nil
+                                          })
+      end
+    end
+
+    context 'when business hours is enabled' do
+      let(:business_hours) { true }
+
+      it 'uses business hours values for calculations' do
+        expect(report).to contain_exactly({
+                                            id: i1.id,
+                                            conversations_count: 1,
+                                            resolved_conversations_count: 0,
+                                            avg_resolution_time: nil,
+                                            avg_first_response_time: 30.0,
+                                            avg_reply_time: 15.0
+                                          }, {
+                                            id: i2.id,
+                                            conversations_count: 1,
+                                            resolved_conversations_count: 1,
+                                            avg_resolution_time: 60.0,
+                                            avg_first_response_time: nil,
+                                            avg_reply_time: nil
+                                          })
+      end
+    end
+
+    context 'when there is no data for an inbox' do
+      let!(:empty_inbox) { create(:inbox, account: account) }
+      let(:business_hours) { false }
+
+      it 'returns nil values for metrics' do
+        expect(report).to include(
+          id: empty_inbox.id,
+          conversations_count: 0,
+          resolved_conversations_count: 0,
+          avg_resolution_time: nil,
+          avg_first_response_time: nil,
+          avg_reply_time: nil
+        )
+      end
+    end
+  end
+end

spec/builders/v2/reports/label_summary_builder_spec.rb

@@ -0,0 +1,373 @@
+require 'rails_helper'
+
+RSpec.describe V2::Reports::LabelSummaryBuilder do
+  include ActiveJob::TestHelper
+
+  let_it_be(:account) { create(:account) }
+  let_it_be(:label_1) { create(:label, title: 'label_1', account: account) }
+  let_it_be(:label_2) { create(:label, title: 'label_2', account: account) }
+  let_it_be(:label_3) { create(:label, title: 'label_3', account: account) }
+
+  let(:params) do
+    {
+      business_hours: business_hours,
+      since: (Time.zone.today - 3.days).to_time.to_i.to_s,
+      until: Time.zone.today.end_of_day.to_time.to_i.to_s,
+      timezone_offset: 0
+    }
+  end
+  let(:builder) { described_class.new(account: account, params: params) }
+
+  describe '#initialize' do
+    let(:business_hours) { false }
+
+    it 'sets account and params' do
+      expect(builder.account).to eq(account)
+      expect(builder.params).to eq(params)
+    end
+
+    it 'sets timezone from timezone_offset' do
+      builder_with_offset = described_class.new(account: account, params: { timezone_offset: -8 })
+      expect(builder_with_offset.instance_variable_get(:@timezone)).to eq('Pacific Time (US & Canada)')
+    end
+
+    it 'defaults timezone when timezone_offset is not provided' do
+      builder_without_offset = described_class.new(account: account, params: {})
+      expect(builder_without_offset.instance_variable_get(:@timezone)).not_to be_nil
+    end
+  end
+
+  describe '#build' do
+    context 'when there are no labels' do
+      let(:business_hours) { false }
+      let(:empty_account) { create(:account) }
+      let(:empty_builder) { described_class.new(account: empty_account, params: params) }
+
+      it 'returns empty array' do
+        expect(empty_builder.build).to eq([])
+      end
+    end
+
+    context 'when there are labels but no conversations' do
+      let(:business_hours) { false }
+
+      it 'returns zero values for all labels' do
+        report = builder.build
+
+        expect(report.length).to eq(3)
+
+        bug_report = report.find { |r| r[:name] == 'label_1' }
+        feature_request = report.find { |r| r[:name] == 'label_2' }
+        customer_support = report.find { |r| r[:name] == 'label_3' }
+
+        [
+          [bug_report, label_1, 'label_1'],
+          [feature_request, label_2, 'label_2'],
+          [customer_support, label_3, 'label_3']
+        ].each do |report_data, label, label_name|
+          expect(report_data).to include(
+            id: label.id,
+            name: label_name,
+            conversations_count: 0,
+            avg_resolution_time: 0,
+            avg_first_response_time: 0,
+            avg_reply_time: 0,
+            resolved_conversations_count: 0
+          )
+        end
+      end
+    end
+
+    context 'when there are labeled conversations with metrics' do
+      before do
+        travel_to(Time.zone.today) do
+          user = create(:user, account: account)
+          inbox = create(:inbox, account: account)
+          create(:inbox_member, user: user, inbox: inbox)
+
+          gravatar_url = 'https://www.gravatar.com'
+          stub_request(:get, /#{gravatar_url}.*/).to_return(status: 404)
+
+          perform_enqueued_jobs do
+            # Create conversations with label_1
+            3.times do
+              conversation = create(:conversation, account: account,
+                                                   inbox: inbox, assignee: user,
+                                                   created_at: Time.zone.today)
+              create_list(:message, 2, message_type: 'outgoing',
+                                       account: account, inbox: inbox,
+                                       conversation: conversation,
+                                       created_at: Time.zone.today + 1.hour)
+              create_list(:message, 1, message_type: 'incoming',
+                                       account: account, inbox: inbox,
+                                       conversation: conversation,
+                                       created_at: Time.zone.today + 2.hours)
+              conversation.update_labels('label_1')
+              conversation.label_list
+              conversation.save!
+            end
+
+            # Create conversations with label_2
+            2.times do
+              conversation = create(:conversation, account: account,
+                                                   inbox: inbox, assignee: user,
+                                                   created_at: Time.zone.today)
+              create_list(:message, 1, message_type: 'outgoing',
+                                       account: account, inbox: inbox,
+                                       conversation: conversation,
+                                       created_at: Time.zone.today + 1.hour)
+              conversation.update_labels('label_2')
+              conversation.label_list
+              conversation.save!
+            end
+
+            # Resolve some conversations
+            conversations_to_resolve = account.conversations.first(2)
+            conversations_to_resolve.each(&:toggle_status)
+
+            # Create some reporting events
+            account.conversations.reload.each_with_index do |conv, idx|
+              # First response times
+              create(:reporting_event,
+                     account: account,
+                     conversation: conv,
+                     name: 'first_response',
+                     value: (30 + (idx * 10)) * 60,
+                     value_in_business_hours: (20 + (idx * 5)) * 60,
+                     created_at: Time.zone.today)
+
+              # Reply times
+              create(:reporting_event,
+                     account: account,
+                     conversation: conv,
+                     name: 'reply_time',
+                     value: (15 + (idx * 5)) * 60,
+                     value_in_business_hours: (10 + (idx * 3)) * 60,
+                     created_at: Time.zone.today)
+
+              # Resolution times for resolved conversations
+              next unless conv.resolved?
+
+              create(:reporting_event,
+                     account: account,
+                     conversation: conv,
+                     name: 'conversation_resolved',
+                     value: (60 + (idx * 30)) * 60,
+                     value_in_business_hours: (45 + (idx * 20)) * 60,
+                     created_at: Time.zone.today)
+            end
+          end
+        end
+      end
+
+      context 'when business hours is disabled' do
+        let(:business_hours) { false }
+
+        it 'returns correct label stats using regular values' do
+          report = builder.build
+
+          expect(report.length).to eq(3)
+
+          label_1_report = report.find { |r| r[:name] == 'label_1' }
+          label_2_report = report.find { |r| r[:name] == 'label_2' }
+          label_3_report = report.find { |r| r[:name] == 'label_3' }
+
+          expect(label_1_report).to include(
+            conversations_count: 3,
+            avg_first_response_time: be > 0,
+            avg_reply_time: be > 0
+          )
+
+          expect(label_2_report).to include(
+            conversations_count: 2,
+            avg_first_response_time: be > 0,
+            avg_reply_time: be > 0
+          )
+
+          expect(label_3_report).to include(
+            conversations_count: 0,
+            avg_first_response_time: 0,
+            avg_reply_time: 0
+          )
+        end
+      end
+
+      context 'when business hours is enabled' do
+        let(:business_hours) { true }
+
+        it 'returns correct label stats using business hours values' do
+          report = builder.build
+
+          expect(report.length).to eq(3)
+
+          label_1_report = report.find { |r| r[:name] == 'label_1' }
+          label_2_report = report.find { |r| r[:name] == 'label_2' }
+
+          expect(label_1_report[:conversations_count]).to eq(3)
+          expect(label_1_report[:avg_first_response_time]).to be > 0
+          expect(label_1_report[:avg_reply_time]).to be > 0
+
+          expect(label_2_report[:conversations_count]).to eq(2)
+          expect(label_2_report[:avg_first_response_time]).to be > 0
+          expect(label_2_report[:avg_reply_time]).to be > 0
+        end
+      end
+    end
+
+    context 'when filtering by date range' do
+      let(:business_hours) { false }
+
+      before do
+        travel_to(Time.zone.today) do
+          user = create(:user, account: account)
+          inbox = create(:inbox, account: account)
+          create(:inbox_member, user: user, inbox: inbox)
+
+          gravatar_url = 'https://www.gravatar.com'
+          stub_request(:get, /#{gravatar_url}.*/).to_return(status: 404)
+
+          perform_enqueued_jobs do
+            # Conversation within range
+            conversation_in_range = create(:conversation, account: account,
+                                                          inbox: inbox, assignee: user,
+                                                          created_at: 2.days.ago)
+            conversation_in_range.update_labels('label_1')
+            conversation_in_range.label_list
+            conversation_in_range.save!
+
+            create(:reporting_event,
+                   account: account,
+                   conversation: conversation_in_range,
+                   name: 'first_response',
+                   value: 1800,
+                   created_at: 2.days.ago)
+
+            # Conversation outside range (too old)
+            conversation_out_of_range = create(:conversation, account: account,
+                                                              inbox: inbox, assignee: user,
+                                                              created_at: 1.week.ago)
+            conversation_out_of_range.update_labels('label_1')
+            conversation_out_of_range.label_list
+            conversation_out_of_range.save!
+
+            create(:reporting_event,
+                   account: account,
+                   conversation: conversation_out_of_range,
+                   name: 'first_response',
+                   value: 3600,
+                   created_at: 1.week.ago)
+          end
+        end
+      end
+
+      it 'only includes conversations within the date range' do
+        report = builder.build
+
+        expect(report.length).to eq(3)
+
+        label_1_report = report.find { |r| r[:name] == 'label_1' }
+        expect(label_1_report).not_to be_nil
+        expect(label_1_report[:conversations_count]).to eq(1)
+        expect(label_1_report[:avg_first_response_time]).to eq(1800.0)
+      end
+    end
+
+    context 'with business hours parameter' do
+      let(:business_hours) { 'true' }
+
+      before do
+        travel_to(Time.zone.today) do
+          user = create(:user, account: account)
+          inbox = create(:inbox, account: account)
+          create(:inbox_member, user: user, inbox: inbox)
+
+          gravatar_url = 'https://www.gravatar.com'
+          stub_request(:get, /#{gravatar_url}.*/).to_return(status: 404)
+
+          perform_enqueued_jobs do
+            conversation = create(:conversation, account: account,
+                                                 inbox: inbox, assignee: user,
+                                                 created_at: Time.zone.today)
+            conversation.update_labels('label_1')
+            conversation.label_list
+            conversation.save!
+
+            create(:reporting_event,
+                   account: account,
+                   conversation: conversation,
+                   name: 'first_response',
+                   value: 3600,
+                   value_in_business_hours: 1800,
+                   created_at: Time.zone.today)
+          end
+        end
+      end
+
+      it 'properly casts string "true" to boolean and uses business hours values' do
+        report = builder.build
+
+        expect(report.length).to eq(3)
+
+        label_1_report = report.find { |r| r[:name] == 'label_1' }
+        expect(label_1_report).not_to be_nil
+        expect(label_1_report[:avg_first_response_time]).to eq(1800.0)
+      end
+    end
+
+    context 'with resolution count with multiple resolutions of same conversation' do
+      let(:business_hours) { false }
+      let(:account2) { create(:account) }
+      let(:unique_label_name) { SecureRandom.uuid }
+      let(:test_label) { create(:label, title: unique_label_name, account: account2) }
+      let(:test_date) { Date.new(2025, 6, 15) }
+      let(:account2_builder) do
+        described_class.new(account: account2, params: {
+                              business_hours: false,
+                              since: test_date.to_time.to_i.to_s,
+                              until: test_date.end_of_day.to_time.to_i.to_s,
+                              timezone_offset: 0
+                            })
+      end
+
+      before do
+        # Ensure test_label is created
+        test_label
+
+        travel_to(test_date) do
+          user = create(:user, account: account2)
+          inbox = create(:inbox, account: account2)
+          create(:inbox_member, user: user, inbox: inbox)
+
+          gravatar_url = 'https://www.gravatar.com'
+          stub_request(:get, /#{gravatar_url}.*/).to_return(status: 404)
+
+          perform_enqueued_jobs do
+            conversation = create(:conversation, account: account2,
+                                                 inbox: inbox, assignee: user,
+                                                 created_at: test_date)
+            conversation.update_labels(unique_label_name)
+            conversation.label_list
+            conversation.save!
+
+            # First resolution
+            conversation.resolved!
+
+            # Reopen conversation
+            conversation.open!
+
+            # Second resolution
+            conversation.resolved!
+          end
+        end
+      end
+
+      it 'counts multiple resolution events for same conversation' do
+        report = account2_builder.build
+
+        test_label_report = report.find { |r| r[:name] == unique_label_name }
+        expect(test_label_report).not_to be_nil
+        expect(test_label_report[:resolved_conversations_count]).to eq(2)
+      end
+    end
+  end
+end

spec/builders/v2/reports/team_summary_builder_spec.rb

@@ -0,0 +1,138 @@
+require 'rails_helper'
+
+RSpec.describe V2::Reports::TeamSummaryBuilder do
+  let(:account) { create(:account) }
+  let(:team1) { create(:team, account: account, name: 'team-1') }
+  let(:team2) { create(:team, account: account, name: 'team-2') }
+  let(:params) do
+    {
+      business_hours: business_hours,
+      since: 1.week.ago.beginning_of_day,
+      until: Time.current.end_of_day
+    }
+  end
+  let(:builder) { described_class.new(account: account, params: params) }
+
+  describe '#build' do
+    context 'when there is team data' do
+      before do
+        c1 = create(:conversation, account: account, team: team1, created_at: Time.current)
+        c2 = create(:conversation, account: account, team: team2, created_at: Time.current)
+        create(
+          :reporting_event,
+          account: account,
+          conversation: c2,
+          name: 'conversation_resolved',
+          value: 50,
+          value_in_business_hours: 40,
+          created_at: Time.current
+        )
+        create(
+          :reporting_event,
+          account: account,
+          conversation: c1,
+          name: 'first_response',
+          value: 20,
+          value_in_business_hours: 10,
+          created_at: Time.current
+        )
+        create(
+          :reporting_event,
+          account: account,
+          conversation: c1,
+          name: 'reply_time',
+          value: 30,
+          value_in_business_hours: 15,
+          created_at: Time.current
+        )
+        create(
+          :reporting_event,
+          account: account,
+          conversation: c1,
+          name: 'reply_time',
+          value: 40,
+          value_in_business_hours: 25,
+          created_at: Time.current
+        )
+      end
+
+      context 'when business hours is disabled' do
+        let(:business_hours) { false }
+
+        it 'returns the correct team stats' do
+          report = builder.build
+
+          expect(report).to eq(
+            [
+              {
+                id: team1.id,
+                conversations_count: 1,
+                resolved_conversations_count: 0,
+                avg_resolution_time: nil,
+                avg_first_response_time: 20.0,
+                avg_reply_time: 35.0
+              },
+              {
+                id: team2.id,
+                conversations_count: 1,
+                resolved_conversations_count: 1,
+                avg_resolution_time: 50.0,
+                avg_first_response_time: nil,
+                avg_reply_time: nil
+              }
+            ]
+          )
+        end
+      end
+
+      context 'when business hours is enabled' do
+        let(:business_hours) { true }
+
+        it 'uses business hours values' do
+          report = builder.build
+
+          expect(report).to eq(
+            [
+              {
+                id: team1.id,
+                conversations_count: 1,
+                resolved_conversations_count: 0,
+                avg_resolution_time: nil,
+                avg_first_response_time: 10.0,
+                avg_reply_time: 20.0
+              },
+              {
+                id: team2.id,
+                conversations_count: 1,
+                resolved_conversations_count: 1,
+                avg_resolution_time: 40.0,
+                avg_first_response_time: nil,
+                avg_reply_time: nil
+              }
+            ]
+          )
+        end
+      end
+    end
+
+    context 'when there is no team data' do
+      let!(:new_team) { create(:team, account: account) }
+      let(:business_hours) { false }
+
+      it 'returns zero values' do
+        report = builder.build
+
+        expect(report).to include(
+          {
+            id: new_team.id,
+            conversations_count: 0,
+            resolved_conversations_count: 0,
+            avg_resolution_time: nil,
+            avg_first_response_time: nil,
+            avg_reply_time: nil
+          }
+        )
+      end
+    end
+  end
+end

spec/builders/v2/reports/timeseries/average_report_builder_spec.rb

@@ -0,0 +1,174 @@
+require 'rails_helper'
+
+describe V2::Reports::Timeseries::AverageReportBuilder do
+  subject { described_class.new(account, params) }
+
+  let(:account) { create(:account) }
+  let(:team) { create(:team, account: account) }
+  let(:inbox) { create(:inbox, account: account) }
+  let(:label) { create(:label, title: 'spec-billing', account: account) }
+  let!(:conversation) { create(:conversation, account: account, inbox: inbox, team: team) }
+  let(:current_time) { '26.10.2020 10:00'.to_datetime }
+
+  let(:params) do
+    {
+      type: filter_type,
+      business_hours: business_hours,
+      timezone_offset: timezone_offset,
+      group_by: group_by,
+      metric: metric,
+      since: (current_time - 1.week).beginning_of_day.to_i.to_s,
+      until: current_time.end_of_day.to_i.to_s,
+      id: filter_id
+    }
+  end
+  let(:timezone_offset) { nil }
+  let(:group_by) { 'day' }
+  let(:metric) { 'avg_first_response_time' }
+  let(:business_hours) { false }
+  let(:filter_type) { :account }
+  let(:filter_id) { '' }
+
+  before do
+    travel_to current_time
+    conversation.label_list.add(label.title)
+    conversation.save!
+    create(:reporting_event, name: 'first_response', value: 80, value_in_business_hours: 10, account: account, created_at: Time.zone.now,
+                             conversation: conversation, inbox: inbox)
+    create(:reporting_event, name: 'first_response', value: 100, value_in_business_hours: 20, account: account, created_at: 1.hour.ago)
+    create(:reporting_event, name: 'first_response', value: 93, value_in_business_hours: 30, account: account, created_at: 1.week.ago)
+  end
+
+  describe '#timeseries' do
+    context 'when there is no filter applied' do
+      it 'returns the correct values' do
+        timeseries_values = subject.timeseries
+
+        expect(timeseries_values).to eq(
+          [
+            { count: 1, timestamp: 1_603_065_600, value: 93.0 },
+            { count: 0, timestamp: 1_603_152_000, value: 0 },
+            { count: 0, timestamp: 1_603_238_400, value: 0 },
+            { count: 0, timestamp: 1_603_324_800, value: 0 },
+            { count: 0, timestamp: 1_603_411_200, value: 0 },
+            { count: 0, timestamp: 1_603_497_600, value: 0 },
+            { count: 0, timestamp: 1_603_584_000, value: 0 },
+            { count: 2, timestamp: 1_603_670_400, value: 90.0 }
+          ]
+        )
+      end
+
+      context 'when business hours is provided' do
+        let(:business_hours) { true }
+
+        it 'returns correct timeseries' do
+          timeseries_values = subject.timeseries
+
+          expect(timeseries_values).to eq(
+            [
+              { count: 1, timestamp: 1_603_065_600, value: 30.0 },
+              { count: 0, timestamp: 1_603_152_000, value: 0 },
+              { count: 0, timestamp: 1_603_238_400, value: 0 },
+              { count: 0, timestamp: 1_603_324_800, value: 0 },
+              { count: 0, timestamp: 1_603_411_200, value: 0 },
+              { count: 0, timestamp: 1_603_497_600, value: 0 },
+              { count: 0, timestamp: 1_603_584_000, value: 0 },
+              { count: 2, timestamp: 1_603_670_400, value: 15.0 }
+            ]
+          )
+        end
+      end
+
+      context 'when group_by is provided' do
+        let(:group_by) { 'week' }
+
+        it 'returns correct timeseries' do
+          timeseries_values = subject.timeseries
+          expect(timeseries_values).to eq(
+            [
+              { count: 1, timestamp: (current_time - 1.week).beginning_of_week(:sunday).to_i, value: 93.0 },
+              { count: 2, timestamp: current_time.beginning_of_week(:sunday).to_i, value: 90.0 }
+            ]
+          )
+        end
+      end
+
+      context 'when timezone offset is provided' do
+        let(:timezone_offset) { '5.5' }
+        let(:group_by) { 'week' }
+
+        it 'returns correct timeseries' do
+          timeseries_values = subject.timeseries
+          expect(timeseries_values).to eq(
+            [
+              { count: 1, timestamp: (current_time - 1.week).in_time_zone('Chennai').beginning_of_week(:sunday).to_i, value: 93.0 },
+              { count: 2, timestamp: current_time.in_time_zone('Chennai').beginning_of_week(:sunday).to_i, value: 90.0 }
+            ]
+          )
+        end
+      end
+    end
+
+    context 'when the label filter is applied' do
+      let(:group_by) { 'week' }
+      let(:filter_type) { 'label' }
+      let(:filter_id) { label.id }
+
+      it 'returns correct timeseries' do
+        timeseries_values = subject.timeseries
+        start_of_the_week = current_time.beginning_of_week(:sunday).to_i
+        last_week_start_of_the_week = (current_time - 1.week).beginning_of_week(:sunday).to_i
+        expect(timeseries_values).to eq(
+          [
+            { count: 0, timestamp: last_week_start_of_the_week, value: 0 },
+            { count: 1, timestamp: start_of_the_week, value: 80.0 }
+          ]
+        )
+      end
+    end
+
+    context 'when the inbox filter is applied' do
+      let(:group_by) { 'week' }
+      let(:filter_type) { 'inbox' }
+      let(:filter_id) { inbox.id }
+
+      it 'returns correct timeseries' do
+        timeseries_values = subject.timeseries
+        start_of_the_week = current_time.beginning_of_week(:sunday).to_i
+        last_week_start_of_the_week = (current_time - 1.week).beginning_of_week(:sunday).to_i
+        expect(timeseries_values).to eq(
+          [
+            { count: 0, timestamp: last_week_start_of_the_week, value: 0 },
+            { count: 1, timestamp: start_of_the_week, value: 80.0 }
+          ]
+        )
+      end
+    end
+
+    context 'when the team filter is applied' do
+      let(:group_by) { 'week' }
+      let(:filter_type) { 'team' }
+      let(:filter_id) { team.id }
+
+      it 'returns correct timeseries' do
+        timeseries_values = subject.timeseries
+        start_of_the_week = current_time.beginning_of_week(:sunday).to_i
+        last_week_start_of_the_week = (current_time - 1.week).beginning_of_week(:sunday).to_i
+        expect(timeseries_values).to eq(
+          [
+            { count: 0, timestamp: last_week_start_of_the_week, value: 0 },
+            { count: 1, timestamp: start_of_the_week, value: 80.0 }
+          ]
+        )
+      end
+    end
+  end
+
+  describe '#aggregate_value' do
+    context 'when there is no filter applied' do
+      it 'returns the correct average value' do
+        expect(subject.aggregate_value).to eq 91.0
+      end
+    end
+  end
+end

spec/builders/v2/reports/timeseries/count_report_builder_spec.rb

@@ -0,0 +1,113 @@
+require 'rails_helper'
+
+describe V2::Reports::Timeseries::CountReportBuilder do
+  subject { described_class.new(account, params) }
+
+  let(:account) { create(:account) }
+  let(:account2) { create(:account) }
+  let(:user) { create(:user, email: 'agent1@example.com') }
+  let(:inbox) { create(:inbox, account: account) }
+  let(:inbox2) { create(:inbox, account: account2) }
+  let(:current_time) { Time.current }
+
+  let(:params) do
+    {
+      type: 'agent',
+      metric: 'resolutions_count',
+      since: (current_time - 1.day).beginning_of_day.to_i.to_s,
+      until: current_time.end_of_day.to_i.to_s,
+      id: user.id.to_s
+    }
+  end
+
+  before do
+    travel_to current_time
+
+    # Add the same user to both accounts
+    create(:account_user, account: account, user: user)
+    create(:account_user, account: account2, user: user)
+
+    # Create conversations in account1
+    conversation1 = create(:conversation, account: account, inbox: inbox, assignee: user)
+    conversation2 = create(:conversation, account: account, inbox: inbox, assignee: user)
+
+    # Create conversations in account2
+    conversation3 = create(:conversation, account: account2, inbox: inbox2, assignee: user)
+    conversation4 = create(:conversation, account: account2, inbox: inbox2, assignee: user)
+
+    # User resolves 2 conversations in account1
+    create(:reporting_event,
+           name: 'conversation_resolved',
+           account: account,
+           user: user,
+           conversation: conversation1,
+           created_at: current_time - 12.hours)
+
+    create(:reporting_event,
+           name: 'conversation_resolved',
+           account: account,
+           user: user,
+           conversation: conversation2,
+           created_at: current_time - 6.hours)
+
+    # Same user resolves 3 conversations in account2 - these should NOT be counted for account1
+    create(:reporting_event,
+           name: 'conversation_resolved',
+           account: account2,
+           user: user,
+           conversation: conversation3,
+           created_at: current_time - 8.hours)
+
+    create(:reporting_event,
+           name: 'conversation_resolved',
+           account: account2,
+           user: user,
+           conversation: conversation4,
+           created_at: current_time - 4.hours)
+
+    # Create another conversation in account2 for testing
+    conversation5 = create(:conversation, account: account2, inbox: inbox2, assignee: user)
+    create(:reporting_event,
+           name: 'conversation_resolved',
+           account: account2,
+           user: user,
+           conversation: conversation5,
+           created_at: current_time - 2.hours)
+  end
+
+  describe '#aggregate_value' do
+    it 'returns only resolutions performed by the user in the specified account' do
+      # User should have 2 resolutions in account1, not 5 (total across both accounts)
+      expect(subject.aggregate_value).to eq(2)
+    end
+
+    context 'when querying account2' do
+      subject { described_class.new(account2, params) }
+
+      it 'returns only resolutions for account2' do
+        # User should have 3 resolutions in account2
+        expect(subject.aggregate_value).to eq(3)
+      end
+    end
+  end
+
+  describe '#timeseries' do
+    it 'filters resolutions by account' do
+      result = subject.timeseries
+      # Should only count the 2 resolutions from account1
+      total_count = result.sum { |r| r[:value] }
+      expect(total_count).to eq(2)
+    end
+  end
+
+  describe 'account isolation' do
+    it 'does not leak data between accounts' do
+      # If account isolation works correctly, the counts should be different
+      account1_count = described_class.new(account, params).aggregate_value
+      account2_count = described_class.new(account2, params).aggregate_value
+
+      expect(account1_count).to eq(2)
+      expect(account2_count).to eq(3)
+    end
+  end
+end

spec/builders/year_in_review_builder_spec.rb

@@ -0,0 +1,64 @@
+require 'rails_helper'
+
+RSpec.describe YearInReviewBuilder, type: :model do
+  subject(:builder) { described_class.new(account: account, user_id: user.id, year: year) }
+
+  let(:account) { create(:account) }
+  let(:user) { create(:user, account: account) }
+  let(:year) { 2025 }
+
+  describe '#build' do
+    context 'when there is no data for the year' do
+      it 'returns empty aggregates' do
+        result = builder.build
+
+        expect(result[:year]).to eq(year)
+        expect(result[:total_conversations]).to eq(0)
+        expect(result[:busiest_day]).to be_nil
+        expect(result[:support_personality]).to eq({ avg_response_time_seconds: 0 })
+      end
+    end
+
+    context 'when there is data for the year' do
+      let(:busiest_date) { Time.zone.local(year, 3, 10, 10, 0, 0) }
+      let(:other_date) { Time.zone.local(year, 3, 11, 10, 0, 0) }
+
+      before do
+        create(:conversation, account: account, assignee: user, created_at: busiest_date)
+        create(:conversation, account: account, assignee: user, created_at: busiest_date + 1.hour)
+        create(:conversation, account: account, assignee: user, created_at: other_date)
+
+        create(
+          :reporting_event,
+          account: account,
+          user: user,
+          name: 'first_response',
+          value: 12.7,
+          created_at: busiest_date
+        )
+      end
+
+      it 'returns total conversations count' do
+        expect(builder.build[:total_conversations]).to eq(3)
+      end
+
+      it 'returns busiest day data' do
+        expect(builder.build[:busiest_day]).to eq({ date: busiest_date.strftime('%b %d'), count: 2 })
+      end
+
+      it 'returns support personality data' do
+        expect(builder.build[:support_personality]).to eq({ avg_response_time_seconds: 12 })
+      end
+
+      it 'scopes data to the provided year' do
+        create(:conversation, account: account, assignee: user, created_at: Time.zone.local(year - 1, 6, 1))
+        create(:reporting_event, account: account, user: user, name: 'first_response', value: 99, created_at: Time.zone.local(year - 1, 6, 1))
+
+        result = builder.build
+
+        expect(result[:total_conversations]).to eq(3)
+        expect(result[:support_personality]).to eq({ avg_response_time_seconds: 12 })
+      end
+    end
+  end
+end