feat: conversation reference sequence numbers with optional prefix, adds a postgres function that takes optional prefix and combines the sequence number with it. e.g. TIK100 where TIK is the reference is the prefix and 100 is the sequence number.

- feat: start conversation sequence number from 100.
- fix: enforce consistent ON DELETE behavior across schema relationships.
- fix: prevent application of same SLA to a conversation when assigned team changes.
- fix: Automation apply SLA action use assigned team's working hrs and timezone first and then fallback to workspace timezone and working hours.
- frontend fixes

cmd/conversation.go

@@ -407,11 +407,11 @@ func handleUpdateTeamAssignee(r *fastglue.Request) error {
 	if conversation.AssignedTeamID.Int != assigneeID && assigneeID != 0 {
 		team, err := app.team.Get(assigneeID)
 		if err != nil {
-			return r.SendErrorEnvelope(fasthttp.StatusInternalServerError, "Error fetching team for setting SLA", nil, envelope.GeneralError)
+			return sendErrorEnvelope(r, err)
 		}
 		if team.SLAPolicyID.Int != 0 {
-			if err := app.conversation.ApplySLA(conversation.UUID, conversation.ID, team.SLAPolicyID.Int, user); err != nil {
-				return r.SendErrorEnvelope(fasthttp.StatusInternalServerError, "Error applying SLA policy", nil, envelope.GeneralError)
+			if err := app.conversation.ApplySLA(conversation.UUID, conversation.ID, conversation.AssignedTeamID.Int, team.SLAPolicyID.Int, user); err != nil {
+				return sendErrorEnvelope(r, err)
 			}
 		}
 	}

cmd/macro.go

@@ -175,7 +175,7 @@ func handleApplyMacro(r *fastglue.Request) error {
 	for _, act := range incomingActions {
 		if actionTypes[act.Type] {
 			app.lo.Warn("duplicate action types found in macro apply apply request", "action", act.Type, "user_id", user.ID)
-			return r.SendErrorEnvelope(fasthttp.StatusBadRequest, "Duplicate action types not allowed", nil, envelope.InputError)
+			return r.SendErrorEnvelope(fasthttp.StatusBadRequest, "Duplicate actions are not allowed", nil, envelope.InputError)
 		}
 		actionTypes[act.Type] = true
 	}

frontend/src/components/admin/inbox/formSchema.js

@@ -4,7 +4,7 @@ import { isGoDuration } from '@/utils/strings'
 export const formSchema = z.object({
   name: z.string().describe('Name').default(''),
   from: z.string().describe('From address').default(''),
-  enabled: z.boolean().describe('Enabled').default(true).optional(),
+  enabled: z.boolean().describe('Enabled').default(true),
   csat_enabled: z.boolean().describe('CSAT').default(false).optional(),
   imap: z
     .object({

frontend/src/components/admin/sla/dataTableDropdown.vue

@@ -51,10 +51,11 @@ import { Button } from '@/components/ui/button'
 import { useRouter } from 'vue-router'
 import api from '@/api'
 import { useEmitter } from '@/composables/useEmitter'
+import { handleHTTPError } from '@/utils/http.js'
 import { EMITTER_EVENTS } from '@/constants/emitterEvents.js'
 
 const router = useRouter()
-const emit = useEmitter()
+const emitter = useEmitter()
 const alertOpen = ref(false)
 
 const props = defineProps({
@@ -72,10 +73,19 @@ function edit(id) {
 }
 
 async function handleDelete() {
-  await api.deleteSLA(props.role.id)
-  alertOpen.value = false
-  emit.emit(EMITTER_EVENTS.REFRESH_LIST, {
-    model: 'sla'
-  })
+  try {
+    await api.deleteSLA(props.role.id)
+    emitter.emit(EMITTER_EVENTS.REFRESH_LIST, {
+      model: 'sla'
+    })
+  } catch (err) {
+    emitter.emit(EMITTER_EVENTS.SHOW_TOAST, {
+      title: 'Error',
+      variant: 'destructive',
+      description: handleHTTPError(err).message
+    })
+  } finally {
+    alertOpen.value = false
+  }
 }
 </script>

frontend/src/components/conversation/list/ConversationList.vue

@@ -66,7 +66,7 @@
         key="empty"
         class="px-4 py-8"
         title="No conversations found"
-        message="Try adjusting your filters"
+        message="Try adjusting filters"
         :icon="MessageCircleQuestion"
       />
 

internal/autoassigner/autoassigner.go

@@ -138,7 +138,6 @@ func (e *Engine) populateTeamBalancer() (map[int]*balance.Balance, error) {
 
 	for _, team := range teams {
 		if team.ConversationAssignmentType != AssignmentTypeRoundRobin {
-			e.lo.Warn("unsupported conversation assignment type", "team_id", team.ID, "type", team.ConversationAssignmentType)
 			continue
 		}
 

internal/business_hours/business_hours.go

@@ -91,6 +91,9 @@ func (m *Manager) Create(name string, description null.String, isAlwaysOpen bool
 // Delete deletes business hours by ID.
 func (m *Manager) Delete(id int) error {
 	if _, err := m.q.DeleteBusinessHours.Exec(id); err != nil {
+		if dbutil.IsForeignKeyError(err) {
+			return envelope.NewError(envelope.GeneralError, "Cannot delete business hours as it is being used", nil)
+		}
 		m.lo.Error("error deleting business hours", "error", err)
 		return envelope.NewError(envelope.GeneralError, "Error deleting business hours", nil)
 	}

internal/conversation/conversation.go

@@ -205,10 +205,11 @@ type queries struct {
 // CreateConversation creates a new conversation and returns its ID and UUID.
 func (c *Manager) CreateConversation(contactID, contactChannelID, inboxID int, lastMessage string, lastMessageAt time.Time, subject string) (int, string, error) {
 	var (
-		id   int
-		uuid string
+		id     int
+		uuid   string
+		prefix string
 	)
-	if err := c.q.InsertConversation.QueryRow(contactID, contactChannelID, models.StatusOpen, inboxID, lastMessage, lastMessageAt, subject).Scan(&id, &uuid); err != nil {
+	if err := c.q.InsertConversation.QueryRow(contactID, contactChannelID, models.StatusOpen, inboxID, lastMessage, lastMessageAt, subject, prefix).Scan(&id, &uuid); err != nil {
 		c.lo.Error("error inserting new conversation into the DB", "error", err)
 		return id, uuid, err
 	}
@@ -740,9 +741,10 @@ func (m *Manager) UnassignOpen(userID int) error {
 }
 
 // ApplySLA applies the SLA policy to a conversation.
-func (m *Manager) ApplySLA(conversationUUID string, conversationID, policyID int, actor umodels.User) error {
-	policy, err := m.slaStore.ApplySLA(conversationID, 0, policyID)
+func (m *Manager) ApplySLA(conversationUUID string, conversationID, assignedTeamID, policyID int, actor umodels.User) error {
+	policy, err := m.slaStore.ApplySLA(conversationID, assignedTeamID, policyID)
 	if err != nil {
+		m.lo.Error("error applying SLA", "error", err)
 		return envelope.NewError(envelope.GeneralError, "Error applying SLA", nil)
 	}
 
@@ -808,7 +810,7 @@ func (m *Manager) ApplyAction(action amodels.RuleAction, conversation models.Con
 	case amodels.ActionSetSLA:
 		m.lo.Debug("executing apply SLA action", "value", action.Value[0], "conversation_uuid", conversation.UUID)
 		slaPolicyID, _ := strconv.Atoi(action.Value[0])
-		if err := m.ApplySLA(conversation.UUID, conversation.ID, slaPolicyID, user); err != nil {
+		if err := m.ApplySLA(conversation.UUID, conversation.ID, conversation.AssignedTeamID.Int, slaPolicyID, user); err != nil {
 			return fmt.Errorf("could not apply %s action: %w", action.Type, err)
 		}
 	case amodels.ActionSetTags:

internal/conversation/queries.sql

@@ -4,9 +4,25 @@ SET snoozed_until = NULL, status_id = (SELECT id FROM conversation_statuses WHER
 WHERE snoozed_until <= now();
 
 -- name: insert-conversation
+WITH 
+status_id AS (
+   SELECT id FROM conversation_statuses WHERE name = $3
+),
+reference_number AS (
+   SELECT generate_reference_number($8) as reference_number
+)
 INSERT INTO conversations
-(contact_id, contact_channel_id, status_id, inbox_id, last_message, last_message_at, subject)
-VALUES($1, $2, (SELECT id FROM conversation_statuses WHERE name = $3), $4, $5, $6, $7)
+(contact_id, contact_channel_id, status_id, inbox_id, last_message, last_message_at, subject, reference_number)
+VALUES(
+   $1, 
+   $2, 
+   (SELECT id FROM status_id), 
+   $4, 
+   $5, 
+   $6, 
+   $7, 
+   (SELECT reference_number FROM reference_number)
+)
 RETURNING id, uuid;
 
 -- name: get-conversations

internal/conversation/status/status.go

@@ -82,7 +82,6 @@ func (m *Manager) Delete(id int) error {
 	}
 
 	if _, err := m.q.DeleteStatus.Exec(id); err != nil {
-		// Check if the error is a foreign key error.
 		if dbutil.IsForeignKeyError(err) {
 			return envelope.NewError(envelope.InputError, "Cannot delete status as it is in use, Please remove this status from all conversations before deleting.", nil)
 		}

internal/inbox/channel/email/imap.go

@@ -63,7 +63,7 @@ func (e *Email) processMailbox(cfg IMAPConfig) error {
 	}
 
 	// TODO: Set value from config.
-	since := time.Now().Add(-12 * time.Hour)
+	since := time.Now().Add(-24 * time.Hour)
 
 	searchData, err := e.searchMessages(client, since)
 	if err != nil {
@@ -217,6 +217,7 @@ func (e *Email) processFullMessage(item imapclient.FetchItemDataBodySection, inc
 		incomingMsg.Message.ContentType = conversation.ContentTypeText
 	}
 
+	// Remove the angle brackets from the In-Reply-To and References headers.
 	inReplyTo := strings.ReplaceAll(strings.ReplaceAll(envelope.GetHeader("In-Reply-To"), "<", ""), ">", "")
 	references := strings.Fields(envelope.GetHeader("References"))
 	for i, ref := range references {

internal/media/queries.sql

@@ -15,12 +15,12 @@ VALUES(
 RETURNING id;
 
 -- name: get-media
-SELECT id, created_at, "uuid", store, filename, content_type, model_id, model_type, "size", COALESCE(disposition, '') AS disposition
+SELECT id, created_at, "uuid", store, filename, content_type, model_id, model_type, "size", disposition
 FROM media
 WHERE id = $1;
 
 -- name: get-media-by-uuid
-SELECT id, created_at, "uuid", store, filename, content_type, model_id, model_type, "size", COALESCE(disposition, '') AS disposition
+SELECT id, created_at, "uuid", store, filename, content_type, model_id, model_type, "size", disposition
 FROM media
 WHERE uuid = $1;
 
@@ -35,13 +35,13 @@ SET model_type = $2,
 WHERE id = $1;
 
 -- name: get-model-media
-SELECT id, created_at, "uuid", store, filename, content_type, model_id, model_type, "size", COALESCE(disposition, '') AS disposition
+SELECT id, created_at, "uuid", store, filename, content_type, model_id, model_type, "size", disposition
 FROM media
 WHERE model_type = $1
     AND model_id = $2;
 
 -- name: get-unlinked-message-media
-SELECT id, created_at, "uuid", store, filename, content_type, model_id, model_type, "size", COALESCE(disposition, '') AS disposition
+SELECT id, created_at, "uuid", store, filename, content_type, model_id, model_type, "size", disposition
 FROM media
 WHERE model_type = 'messages'
     AND model_id IS NULL or model_id = 0 AND created_at < NOW() - INTERVAL '1 day';

internal/sla/sla.go

@@ -24,7 +24,7 @@ import (
 
 var (
 	//go:embed queries.sql
-	efs            embed.FS
+	efs embed.FS
 )
 
 const (
@@ -110,7 +110,7 @@ func (m *Manager) GetAll() ([]models.SLAPolicy, error) {
 	return slas, nil
 }
 
-// Create adds a new SLA policy.
+// Create creates a new SLA policy.
 func (m *Manager) Create(name, description string, firstResponseTime, resolutionTime string) error {
 	if _, err := m.q.InsertSLA.Exec(name, description, firstResponseTime, resolutionTime); err != nil {
 		m.lo.Error("error inserting SLA", "error", err)
@@ -119,7 +119,7 @@ func (m *Manager) Create(name, description string, firstResponseTime, resolution
 	return nil
 }
 
-// Delete removes an SLA policy.
+// Delete deletes an SLA policy.
 func (m *Manager) Delete(id int) error {
 	if _, err := m.q.DeleteSLA.Exec(id); err != nil {
 		m.lo.Error("error deleting SLA", "error", err)

internal/team/team.go

@@ -92,7 +92,7 @@ func (u *Manager) Get(id int) (models.Team, error) {
 	if err := u.q.GetTeam.Get(&team, id); err != nil {
 		if errors.Is(err, sql.ErrNoRows) {
 			u.lo.Error("team not found", "id", id, "error", err)
-			return team, nil
+			return team, envelope.NewError(envelope.InputError, "Team not found", nil)
 		}
 		u.lo.Error("error fetching team", "id", id, "error", err)
 		return team, envelope.NewError(envelope.GeneralError, "Error fetching team", nil)

schema.sql

@@ -12,22 +12,60 @@ DROP TYPE IF EXISTS "user_type" CASCADE; CREATE TYPE "user_type" AS ENUM ('agent
 DROP TYPE IF EXISTS "ai_provider" CASCADE; CREATE TYPE "ai_provider" AS ENUM ('openai');
 DROP TYPE IF EXISTS "automation_execution_mode" CASCADE; CREATE TYPE "automation_execution_mode" AS ENUM ('all', 'first_match');
 DROP TYPE IF EXISTS "macro_visibility" CASCADE; CREATE TYPE "macro_visibility" AS ENUM ('all', 'team', 'user');
+DROP TYPE IF EXISTS "media_disposition" CASCADE; CREATE TYPE "media_disposition" AS ENUM ('inline', 'attachment');
 
-DROP TABLE IF EXISTS applied_slas CASCADE;
-CREATE TABLE applied_slas (
-   id BIGSERIAL PRIMARY KEY,
-   created_at TIMESTAMPTZ DEFAULT NOW(),
-   updated_at TIMESTAMPTZ DEFAULT NOW(),
-   conversation_id BIGINT REFERENCES conversations(id),
-   sla_policy_id BIGINT REFERENCES sla_policies(id),
-   first_response_deadline_at TIMESTAMPTZ NULL,
-   resolution_deadline_at TIMESTAMPTZ NULL,
-   first_response_breached_at TIMESTAMPTZ NULL,
-   resolution_breached_at TIMESTAMPTZ NULL,
-   first_response_met_at TIMESTAMPTZ NULL,
-   resolution_met_at TIMESTAMPTZ NULL
+-- Sequence to generate reference number for conversations.
+DROP SEQUENCE IF EXISTS conversation_reference_number_sequence; CREATE SEQUENCE conversation_reference_number_sequence START 100;
+
+-- Function to generate reference number for conversations with optional prefix.
+CREATE OR REPLACE FUNCTION generate_reference_number(prefix TEXT)
+RETURNS TEXT AS $$
+BEGIN
+    RETURN prefix || nextval('conversation_reference_number_sequence');
+END;
+$$ LANGUAGE plpgsql;
+
+DROP TABLE IF EXISTS sla_policies CASCADE;
+CREATE TABLE sla_policies (
+	id SERIAL PRIMARY KEY,
+	created_at TIMESTAMPTZ DEFAULT NOW(),
+	updated_at TIMESTAMPTZ DEFAULT NOW(),
+	name TEXT NOT NULL,
+	description TEXT NULL,
+	first_response_time TEXT NOT NULL,
+	resolution_time TEXT NOT NULL,
+	CONSTRAINT constraint_sla_policies_on_name CHECK (length(name) <= 140),
+	CONSTRAINT constraint_sla_policies_on_description CHECK (length(description) <= 300)
+);
+
+DROP TABLE IF EXISTS business_hours CASCADE;
+CREATE TABLE business_hours (
+    id SERIAL PRIMARY KEY,
+    created_at TIMESTAMPTZ DEFAULT NOW(),
+    updated_at TIMESTAMPTZ DEFAULT NOW(),
+	name TEXT NOT NULL,
+	description TEXT NULL,
+	is_always_open BOOL DEFAULT false NOT NULL,
+	hours JSONB NOT NULL,
+	holidays JSONB DEFAULT '{}'::jsonb NOT NULL,
+	CONSTRAINT constraint_business_hours_on_name CHECK (length(name) <= 140),
+	CONSTRAINT constraint_business_hours_on_description CHECK (length(description) <= 300)
+);
+
+DROP TABLE IF EXISTS inboxes CASCADE;
+CREATE TABLE inboxes (
+	id SERIAL PRIMARY KEY,
+	created_at TIMESTAMPTZ DEFAULT NOW(),
+	updated_at TIMESTAMPTZ DEFAULT NOW(),
+	"name" TEXT NOT NULL,
+	deleted_at TIMESTAMPTZ NULL,
+	channel channels NOT NULL,
+	enabled bool DEFAULT TRUE NOT NULL,
+	csat_enabled bool DEFAULT false NOT NULL,
+	config jsonb DEFAULT '{}'::jsonb NOT NULL,
+	"from" TEXT NULL,
+	CONSTRAINT constraint_inboxes_on_name CHECK (length("name") <= 140)
 );
-CREATE INDEX index_applied_slas_on_conversation_id ON applied_slas (conversation_id);
 
 DROP TABLE IF EXISTS teams CASCADE;
 CREATE TABLE teams (
@@ -38,18 +76,33 @@ CREATE TABLE teams (
 	emoji TEXT NULL,
 	conversation_assignment_type conversation_assignment_type NOT NULL,
 	max_auto_assigned_conversations INT DEFAULT 0 NOT NULL,
+
+	-- Set to NULL when business hours or SLA policy is deleted.
 	business_hours_id INT REFERENCES business_hours(id) ON DELETE SET NULL ON UPDATE CASCADE NULL,
 	sla_policy_id INT REFERENCES sla_policies(id) ON DELETE SET NULL ON UPDATE CASCADE NULL,
+
 	timezone TEXT NULL,
 	CONSTRAINT constraint_teams_on_emoji CHECK (length(emoji) <= 1),
 	CONSTRAINT constraint_teams_on_name CHECK (length("name") <= 140),
-	CONSTRAINT constraint_teams_on_timezone CHECK (length(timezone) <= 50),
+	CONSTRAINT constraint_teams_on_timezone CHECK (length(timezone) <= 140),
 	CONSTRAINT constraint_teams_on_name_unique UNIQUE ("name")
 );
 
+DROP TABLE IF EXISTS roles CASCADE;
+CREATE TABLE roles (
+    id SERIAL PRIMARY KEY,
+    created_at TIMESTAMPTZ DEFAULT NOW(),
+    updated_at TIMESTAMPTZ DEFAULT NOW(),
+    permissions TEXT[] DEFAULT '{}'::TEXT[] NOT NULL,
+    "name" TEXT UNIQUE NOT NULL,
+    description TEXT NULL,
+	CONSTRAINT constraint_roles_on_name CHECK (length("name") <= 50),
+	CONSTRAINT constraint_roles_on_description CHECK (length(description) <= 300)
+);
+
 DROP TABLE IF EXISTS users CASCADE;
 CREATE TABLE users (
-    id SERIAL PRIMARY KEY,
+    id BIGSERIAL PRIMARY KEY,
     created_at TIMESTAMPTZ DEFAULT NOW(),
     updated_at TIMESTAMPTZ DEFAULT NOW(),
     type user_type NOT NULL,
@@ -71,8 +124,7 @@ CREATE TABLE users (
     CONSTRAINT constraint_users_on_first_name CHECK (LENGTH(first_name) <= 140),
     CONSTRAINT constraint_users_on_last_name CHECK (LENGTH(last_name) <= 140)
 );
-CREATE UNIQUE INDEX constraint_users_on_email_and_type_unique 
-ON users (email, type) 
+CREATE UNIQUE INDEX index_users_on_email_and_type_when_deleted_at_is_null ON users (email, type) 
 WHERE deleted_at IS NULL;
 
 DROP TABLE IF EXISTS user_roles CASCADE;
@@ -80,21 +132,12 @@ CREATE TABLE user_roles (
 	id SERIAL PRIMARY KEY,
 	created_at TIMESTAMPTZ DEFAULT NOW(),
 	updated_at TIMESTAMPTZ DEFAULT NOW(),
+
+	-- Cascade deletes when user or role is deleted, as they are not useful without each other.
 	user_id INT REFERENCES users(id) ON DELETE CASCADE ON UPDATE CASCADE NOT NULL,
 	role_id INT REFERENCES roles(id) ON DELETE CASCADE ON UPDATE CASCADE NOT NULL,
-	CONSTRAINT constraint_user_roles_on_user_id_and_role_id_unique UNIQUE (user_id, role_id)
-);
 
-DROP TABLE IF EXISTS contact_channels CASCADE;
-CREATE TABLE contact_channels (
-	id SERIAL PRIMARY KEY,
-	created_at TIMESTAMPTZ DEFAULT NOW(),
-	updated_at TIMESTAMPTZ DEFAULT NOW(),
-	contact_id INT NOT NULL REFERENCES users(id) ON DELETE CASCADE ON UPDATE CASCADE,
-	inbox_id INT NOT NULL REFERENCES inboxes(id) ON DELETE CASCADE ON UPDATE CASCADE,
-	identifier TEXT NOT NULL,
-	CONSTRAINT constraint_contact_channels_on_identifier CHECK (length(identifier) <= 1000),
-	CONSTRAINT constraint_contact_channels_on_inbox_id_and_contact_id_unique UNIQUE (inbox_id, contact_id)
+	CONSTRAINT constraint_user_roles_on_user_id_and_role_id_unique UNIQUE (user_id, role_id)
 );
 
 DROP TABLE IF EXISTS conversation_statuses CASCADE;
@@ -102,8 +145,7 @@ CREATE TABLE conversation_statuses (
 	id SERIAL PRIMARY KEY,
 	created_at TIMESTAMPTZ DEFAULT NOW(),
 	updated_at TIMESTAMPTZ DEFAULT NOW(),
-	"name" TEXT NOT NULL,
-	CONSTRAINT constraint_status_on_name_unique UNIQUE ("name")
+	"name" TEXT NOT NULL UNIQUE
 );
 
 DROP TABLE IF EXISTS conversation_priorities CASCADE;
@@ -111,8 +153,22 @@ CREATE TABLE conversation_priorities (
 	id SERIAL PRIMARY KEY,
 	created_at TIMESTAMPTZ DEFAULT NOW(),
 	updated_at TIMESTAMPTZ DEFAULT NOW(),
-	"name" TEXT NOT NULL,
-	CONSTRAINT constraint_priority_on_name_unique UNIQUE ("name")
+	"name" TEXT NOT NULL UNIQUE
+);
+
+DROP TABLE IF EXISTS contact_channels CASCADE;
+CREATE TABLE contact_channels (
+	id SERIAL PRIMARY KEY,
+	created_at TIMESTAMPTZ DEFAULT NOW(),
+	updated_at TIMESTAMPTZ DEFAULT NOW(),
+
+	-- Cascade deletes when contact or inbox is deleted.
+	contact_id BIGINT NOT NULL REFERENCES users(id) ON DELETE CASCADE ON UPDATE CASCADE,
+	inbox_id INT NOT NULL REFERENCES inboxes(id) ON DELETE CASCADE ON UPDATE CASCADE,
+
+	identifier TEXT NOT NULL,
+	CONSTRAINT constraint_contact_channels_on_identifier CHECK (length(identifier) <= 1000),
+	CONSTRAINT constraint_contact_channels_on_inbox_id_and_contact_id_unique UNIQUE (inbox_id, contact_id)
 );
 
 DROP TABLE IF EXISTS conversations CASCADE;
@@ -120,22 +176,34 @@ CREATE TABLE conversations (
     id BIGSERIAL PRIMARY KEY,
     created_at TIMESTAMPTZ DEFAULT NOW(),
     updated_at TIMESTAMPTZ DEFAULT NOW(),
-    "uuid" UUID DEFAULT gen_random_uuid() NOT NULL,
-	reference_number BIGSERIAL UNIQUE,
-    contact_id INT REFERENCES users(id) ON DELETE SET NULL ON UPDATE CASCADE,
-	contact_channel_id INT REFERENCES contact_channels(id) ON DELETE SET NULL ON UPDATE CASCADE,
-    assigned_user_id INT REFERENCES users(id) ON DELETE SET NULL ON UPDATE CASCADE,
+    "uuid" UUID DEFAULT gen_random_uuid() NOT NULL UNIQUE,
+	reference_number TEXT DEFAULT generate_reference_number('') NOT NULL UNIQUE,
+
+	-- Cascade deletes when contact is deleted.
+    contact_id BIGINT REFERENCES users(id) ON DELETE CASCADE ON UPDATE CASCADE NOT NULL,
+
+	-- Set to NULL when assigned user or team is deleted.
+    assigned_user_id BIGINT REFERENCES users(id) ON DELETE SET NULL ON UPDATE CASCADE,
     assigned_team_id INT REFERENCES teams(id) ON DELETE SET NULL ON UPDATE CASCADE,
-    inbox_id INT NOT NULL,
-    meta JSONB DEFAULT '{}'::jsonb NOT NULL,
+
+	-- Set to NULL when SLA policy is deleted.
+	sla_policy_id INT REFERENCES sla_policies(id) ON DELETE SET NULL ON UPDATE CASCADE,
+	
+    -- Cascade deletes when inbox is deleted.
+	inbox_id INT REFERENCES inboxes(id) ON DELETE CASCADE ON UPDATE CASCADE NOT NULL,
+
+	-- Restrict delete.
+	contact_channel_id INT REFERENCES contact_channels(id) ON DELETE RESTRICT ON UPDATE CASCADE NOT NULL,
+	status_id INT REFERENCES conversation_statuses(id) ON DELETE RESTRICT ON UPDATE CASCADE NOT NULL,
+    priority_id INT REFERENCES conversation_priorities(id) ON DELETE RESTRICT ON UPDATE CASCADE,	
+    
+	meta JSONB DEFAULT '{}'::jsonb NOT NULL,
 	custom_attributes JSONB DEFAULT '{}'::jsonb NOT NULL,
     assignee_last_seen_at TIMESTAMPTZ DEFAULT NOW(),
     first_reply_at TIMESTAMPTZ NULL,
     closed_at TIMESTAMPTZ NULL,
     resolved_at TIMESTAMPTZ NULL,
-    status_id INT REFERENCES conversation_statuses(id),
-    priority_id INT REFERENCES conversation_priorities(id),
-	sla_policy_id INT REFERENCES sla_policies(id) ON DELETE SET NULL ON UPDATE CASCADE,
+
 	"subject" TEXT NULL,
 	last_message_at TIMESTAMPTZ NULL,
 	last_message TEXT NULL,
@@ -148,20 +216,20 @@ CREATE TABLE conversation_messages (
     id BIGSERIAL PRIMARY KEY,
     created_at TIMESTAMPTZ DEFAULT NOW(),
     updated_at TIMESTAMPTZ DEFAULT NOW(),
-    "uuid" UUID DEFAULT gen_random_uuid() NOT NULL,
+    "uuid" UUID DEFAULT gen_random_uuid() NOT NULL UNIQUE,
     "type" message_type NOT NULL,
     status message_status NOT NULL,
-    private BOOL NULL,
-    conversation_id BIGSERIAL REFERENCES conversations(id) ON DELETE CASCADE ON UPDATE CASCADE,
+    private BOOL DEFAULT FALSE NOT NULL,
+    conversation_id BIGINT REFERENCES conversations(id) ON DELETE CASCADE ON UPDATE CASCADE NOT NULL,
     content_type content_type NULL,
     "content" TEXT NULL,
 	text_content TEXT NULL,
     source_id TEXT NULL,
- 	sender_id INT REFERENCES users(id) NULL,
+ 	sender_id BIGINT REFERENCES users(id) ON DELETE CASCADE ON UPDATE CASCADE NOT NULL,
     sender_type message_sender_type NOT NULL,
     meta JSONB DEFAULT '{}'::JSONB NULL
 );
-CREATE INDEX idx_conversation_messages_text_content ON conversation_messages 
+CREATE INDEX index_conversation_messages_on_text_content_trgm ON conversation_messages
 USING GIN (text_content gin_trgm_ops);
 
 DROP TABLE IF EXISTS automation_rules CASCADE;
@@ -190,11 +258,12 @@ CREATE TABLE macros (
    actions JSONB DEFAULT '{}'::jsonb NOT NULL,
    visibility macro_visibility NOT NULL,
    message_content TEXT NOT NULL,
-   user_id INT REFERENCES users(id) ON DELETE CASCADE ON UPDATE CASCADE,
-   team_id INT REFERENCES teams(id) ON DELETE CASCADE ON UPDATE CASCADE,
+   -- Cascade deletes when user is deleted.
+   user_id BIGINT REFERENCES users(id) ON DELETE CASCADE ON UPDATE CASCADE,
+   team_id BIGINT REFERENCES teams(id) ON DELETE CASCADE ON UPDATE CASCADE,
    usage_count INT DEFAULT 0 NOT NULL,
-   CONSTRAINT name_length CHECK (length(name) <= 255),
-   CONSTRAINT message_content_length CHECK (length(message_content) <= 1000)
+   CONSTRAINT name_length CHECK (length(name) <= 140),
+   CONSTRAINT message_content_length CHECK (length(message_content) <= 5000)
 );
 
 DROP TABLE IF EXISTS conversation_participants CASCADE;
@@ -202,37 +271,25 @@ CREATE TABLE conversation_participants (
 	id BIGSERIAL PRIMARY KEY,
 	created_at TIMESTAMPTZ DEFAULT NOW(),
 	updated_at TIMESTAMPTZ DEFAULT NOW(),
-	user_id INT REFERENCES users(id) ON DELETE CASCADE ON UPDATE CASCADE NOT NULL,
-	conversation_id BIGINT REFERENCES conversations(id) ON DELETE CASCADE ON UPDATE CASCADE,
-	CONSTRAINT constraint_conversation_participants_conversation_id_and_user_id_unique UNIQUE (conversation_id, user_id)
+	-- Cascade deletes when user or conversation is deleted.
+	user_id BIGINT REFERENCES users(id) ON DELETE CASCADE ON UPDATE CASCADE NOT NULL,
+	conversation_id BIGINT REFERENCES conversations(id) ON DELETE CASCADE ON UPDATE CASCADE NOT NULL
 );
+CREATE UNIQUE INDEX index_unique_conversation_participants_on_conversation_id_and_user_id ON conversation_participants (conversation_id, user_id);
 
-DROP TABLE IF EXISTS inboxes CASCADE;
-CREATE TABLE inboxes (
-	id SERIAL PRIMARY KEY,
-	created_at TIMESTAMPTZ DEFAULT NOW(),
-	updated_at TIMESTAMPTZ DEFAULT NOW(),
-	deleted_at TIMESTAMPTZ NULL,
-	channel "channels" NOT NULL,
-	enabled bool DEFAULT TRUE NOT NULL,
-	csat_enabled bool DEFAULT false NOT NULL,
-	config jsonb DEFAULT '{}'::jsonb NOT NULL,
-	"name" VARCHAR(140) NOT NULL,
-	"from" VARCHAR(500) NULL
-);
 
 DROP TABLE IF EXISTS media CASCADE;
 CREATE TABLE media (
 	id SERIAL PRIMARY KEY,
 	created_at TIMESTAMPTZ DEFAULT NOW(),
 	updated_at TIMESTAMPTZ DEFAULT NOW(),
-	"uuid" uuid DEFAULT gen_random_uuid() NOT NULL,
+	"uuid" uuid DEFAULT gen_random_uuid() NOT NULL UNIQUE,
 	store "media_store" NOT NULL,
 	filename TEXT NOT NULL,
 	content_type TEXT NOT NULL,
 	model_id INT NULL,
 	model_type TEXT NULL,
-	disposition VARCHAR(50) NULL,
+	disposition media_disposition DEFAULT 'attachment' NOT NULL,
 	content_id TEXT NULL,
 	"size" INT NULL,
 	meta jsonb DEFAULT '{}'::jsonb NOT NULL,
@@ -245,30 +302,20 @@ CREATE TABLE oidc (
 	id SERIAL PRIMARY KEY,
 	created_at TIMESTAMPTZ DEFAULT NOW(),
 	updated_at TIMESTAMPTZ DEFAULT NOW(),
+	"name" TEXT NULL,
 	provider_url TEXT NOT NULL,
 	client_id TEXT NOT NULL,
 	client_secret TEXT NOT NULL,
 	enabled bool DEFAULT TRUE NOT NULL,
 	provider VARCHAR NULL,
-	"name" TEXT NULL,
 	CONSTRAINT constraint_oidc_on_name CHECK (length("name") <= 140)
 );
 
-DROP TABLE IF EXISTS roles CASCADE;
-CREATE TABLE roles (
-    id SERIAL PRIMARY KEY,
-    created_at TIMESTAMPTZ DEFAULT NOW(),
-    updated_at TIMESTAMPTZ DEFAULT NOW(),
-    permissions TEXT[] DEFAULT '{}'::TEXT[] NOT NULL,
-    "name" TEXT UNIQUE NOT NULL,
-    description TEXT NULL,
-	CONSTRAINT constraint_roles_on_name CHECK (length("name") <= 50),
-);
 
 DROP TABLE IF EXISTS settings CASCADE;
 CREATE TABLE settings (
 	updated_at TIMESTAMPTZ DEFAULT NOW(),
-	"key" TEXT NOT NULL,
+	"key" TEXT NOT NULL UNIQUE,
 	value jsonb DEFAULT '{}'::jsonb NOT NULL,
 	CONSTRAINT settings_key_key UNIQUE ("key")
 );
@@ -277,10 +324,9 @@ CREATE INDEX index_settings_on_key ON settings USING btree ("key");
 DROP TABLE IF EXISTS tags CASCADE;
 CREATE TABLE tags (
 	id SERIAL PRIMARY KEY,
-	"name" TEXT NOT NULL,
 	created_at TIMESTAMPTZ DEFAULT NOW(),
 	updated_at TIMESTAMPTZ DEFAULT NOW(),
-	CONSTRAINT constraint_tags_on_name_unique UNIQUE ("name"),
+	"name" TEXT NOT NULL UNIQUE,
 	CONSTRAINT constraint_tags_on_name CHECK (length("name") <= 140)
 );
 
@@ -289,12 +335,13 @@ CREATE TABLE team_members (
 	id SERIAL PRIMARY KEY,
 	created_at TIMESTAMPTZ DEFAULT NOW(),
 	updated_at TIMESTAMPTZ DEFAULT NOW(),
-	team_id INT REFERENCES teams(id) ON DELETE CASCADE ON UPDATE CASCADE,
-	user_id INT REFERENCES users(id) ON DELETE CASCADE ON UPDATE CASCADE NOT NULL,
+	-- Cascade deletes when team or user is deleted.
+	team_id BIGINT REFERENCES teams(id) ON DELETE CASCADE ON UPDATE CASCADE NOT NULL,
+	user_id BIGINT REFERENCES users(id) ON DELETE CASCADE ON UPDATE CASCADE NOT NULL,
 	emoji TEXT NULL,
-	CONSTRAINT constraint_team_members_on_team_id_and_user_id_unique UNIQUE (team_id, user_id),
 	CONSTRAINT constraint_team_members_on_emoji CHECK (length(emoji) <= 1)
 );
+CREATE UNIQUE INDEX index_unique_team_members_on_team_id_and_user_id ON team_members (team_id, user_id);
 
 DROP TABLE IF EXISTS templates CASCADE;
 CREATE TABLE templates (
@@ -310,27 +357,31 @@ CREATE TABLE templates (
 	CONSTRAINT constraint_templates_on_name CHECK (length("name") <= 140),
 	CONSTRAINT constraint_templates_on_subject CHECK (length(subject) <= 1000)
 );
-CREATE UNIQUE INDEX unique_index_templates_on_is_default_when_is_default_is_true ON templates USING btree (is_default)
+CREATE UNIQUE INDEX index_unique_templates_on_is_default_when_is_default_is_true ON templates USING btree (is_default)
 WHERE (is_default = true);
 
 DROP TABLE IF EXISTS conversation_tags CASCADE;
 CREATE TABLE conversation_tags (
 	id BIGSERIAL PRIMARY KEY,
-	tag_id INT REFERENCES tags(id) ON DELETE CASCADE ON UPDATE CASCADE,
-	conversation_id BIGSERIAL REFERENCES conversations(id) ON DELETE CASCADE ON UPDATE CASCADE,
 	created_at TIMESTAMPTZ DEFAULT NOW(),
 	updated_at TIMESTAMPTZ DEFAULT NOW(),
-	CONSTRAINT constraint_conversation_tags_on_conversation_id_and_tag_id_unique UNIQUE (conversation_id, tag_id)
+	-- Cascade deletes when tag or conversation is deleted.
+	tag_id INT REFERENCES tags(id) ON DELETE CASCADE ON UPDATE CASCADE,
+	conversation_id BIGINT REFERENCES conversations(id) ON DELETE CASCADE ON UPDATE CASCADE
 );
+CREATE UNIQUE INDEX index_unique_conversation_tags_on_tag_id_and_conversation_id ON conversation_tags (tag_id, conversation_id);
 
 DROP TABLE IF EXISTS csat_responses CASCADE;
 CREATE TABLE csat_responses (
     id SERIAL PRIMARY KEY,
     created_at TIMESTAMPTZ DEFAULT NOW(),
     updated_at TIMESTAMPTZ DEFAULT NOW(),
-	uuid UUID DEFAULT gen_random_uuid(),
-    conversation_id BIGSERIAL REFERENCES conversations(id) ON DELETE CASCADE ON UPDATE CASCADE,
-    assigned_agent_id INT REFERENCES users(id) ON DELETE SET NULL ON UPDATE CASCADE,
+	uuid UUID DEFAULT gen_random_uuid() NOT NULL UNIQUE,
+
+	-- Keep CSAT responses even if the conversation or agent is deleted.
+    conversation_id BIGINT REFERENCES conversations(id) ON DELETE SET NULL ON UPDATE CASCADE NOT NULL,
+    assigned_agent_id BIGINT REFERENCES users(id) ON DELETE SET NULL ON UPDATE CASCADE NOT NULL,
+
     rating INT DEFAULT 0 NOT NULL,
     feedback TEXT NULL,
     response_timestamp TIMESTAMPTZ NULL,
@@ -338,30 +389,6 @@ CREATE TABLE csat_responses (
     CONSTRAINT constraint_csat_responses_on_feedback CHECK (length(feedback) <= 1000)
 );
 
-DROP TABLE IF EXISTS business_hours CASCADE;
-CREATE TABLE business_hours (
-    id SERIAL PRIMARY KEY,
-    created_at TIMESTAMPTZ DEFAULT NOW(),
-    updated_at TIMESTAMPTZ DEFAULT NOW(),
-	name TEXT NOT NULL,
-	description TEXT NULL,
-	is_always_open BOOL DEFAULT false NOT NULL,
-	hours JSONB NOT NULL,
-	holidays JSONB DEFAULT '{}'::jsonb NOT NULL,
-	CONSTRAINT constraint_business_hours_on_name CHECK (length(name) <= 140)
-);
-
-DROP TABLE IF EXISTS sla_policies CASCADE;
-CREATE TABLE sla_policies (
-	id SERIAL PRIMARY KEY,
-	created_at TIMESTAMPTZ DEFAULT NOW(),
-	updated_at TIMESTAMPTZ DEFAULT NOW(),
-	name TEXT NOT NULL,
-	description TEXT NULL,
-	first_response_time TEXT NOT NULL,
-	resolution_time TEXT NOT NULL,
-	CONSTRAINT constraint_sla_policies_on_name CHECK (length(name) <= 140)
-);
 
 DROP TABLE IF EXISTS views CASCADE;
 CREATE TABLE views (
@@ -370,24 +397,42 @@ CREATE TABLE views (
     updated_at TIMESTAMPTZ NOT NULL DEFAULT NOW(),
     name TEXT NOT NULL,
     filters JSONB NOT NULL,
-    user_id INT NOT NULL REFERENCES users (id) ON DELETE CASCADE,
+	-- Delete user views when user is deleted.
+    user_id BIGINT NOT NULL REFERENCES users (id) ON DELETE CASCADE ON UPDATE CASCADE,
 	CONSTRAINT constraint_views_on_name CHECK (length(name) <= 140)
 );
 
+DROP TABLE IF EXISTS applied_slas CASCADE;
+CREATE TABLE applied_slas (
+	id BIGSERIAL PRIMARY KEY,
+	created_at TIMESTAMPTZ DEFAULT NOW(),
+	updated_at TIMESTAMPTZ DEFAULT NOW(),
+
+	-- Conversation / SLA policy maybe deleted but for reports the applied SLA should remain.
+	conversation_id BIGINT REFERENCES conversations(id) ON DELETE SET NULL ON UPDATE CASCADE NOT NULL,
+	sla_policy_id INT REFERENCES sla_policies(id) ON DELETE SET NULL ON UPDATE CASCADE NOT NULL,
+
+	first_response_deadline_at TIMESTAMPTZ NULL,
+	resolution_deadline_at TIMESTAMPTZ NULL,
+	first_response_breached_at TIMESTAMPTZ NULL,
+	resolution_breached_at TIMESTAMPTZ NULL,
+	first_response_met_at TIMESTAMPTZ NULL,
+	resolution_met_at TIMESTAMPTZ NULL
+);
+
 DROP TABLE IF EXISTS ai_providers CASCADE;
 CREATE TABLE ai_providers (
 	id SERIAL PRIMARY KEY,
 	created_at TIMESTAMPTZ NOT NULL DEFAULT now(),
 	updated_at TIMESTAMPTZ NOT NULL DEFAULT now(),
-	name TEXT NOT NULL,
+	name TEXT NOT NULL UNIQUE,
 	provider ai_provider NOT NULL,
 	config JSONB NOT NULL DEFAULT '{}',
 	is_default BOOLEAN NOT NULL DEFAULT FALSE,
 	CONSTRAINT constraint_ai_providers_on_name CHECK (length(name) <= 140)
 );
-CREATE UNIQUE INDEX unique_index_ai_providers_on_is_default_when_is_default_is_true ON ai_providers USING btree (is_default)
+CREATE UNIQUE INDEX index_unique_ai_providers_on_is_default_when_is_default_is_true ON ai_providers USING btree (is_default)
 WHERE (is_default = true);
-CREATE INDEX index_ai_providers_on_name ON ai_providers USING btree (name);
 
 DROP TABLE IF EXISTS ai_prompts CASCADE;
 CREATE TABLE ai_prompts (
@@ -407,17 +452,12 @@ INSERT INTO ai_providers
 VALUES('openai', 'openai', '{"api_key": ""}'::jsonb, true);
 
 -- Default AI prompts
--- TODO: Narrow down the list of prompts.
-INSERT INTO public.ai_prompts ("key", "content", title)
+INSERT INTO ai_prompts ("key", "content", title)
 VALUES
 ('make_friendly', 'Modify the text to make it more friendly and approachable.', 'Make Friendly'),
 ('make_concise', 'Simplify the text to make it more concise and to the point.', 'Make Concise'),
 ('add_empathy', 'Add empathy to the text while retaining the original meaning.', 'Add Empathy'),
 ('adjust_positive_tone', 'Adjust the tone of the text to make it sound more positive and reassuring.', 'Adjust Positive Tone'),
-('provide_clear_explanation', 'Rewrite the text to provide a clearer explanation of the issue or solution.', 'Provide Clear Explanation'),
-('add_urgency', 'Modify the text to convey a sense of urgency without being rude.', 'Add Urgency'),
-('make_actionable', 'Rephrase the text to clearly specify the next steps for the customer.', 'Make Actionable'),
-('adjust_neutral_tone', 'Adjust the tone to make it neutral and unbiased.', 'Adjust Neutral Tone'),
 ('make_professional', 'Rephrase the text to make it sound more formal and professional and to the point.', 'Make Professional');
 
 -- Default settings
@@ -426,7 +466,7 @@ VALUES
     ('app.lang', '"en"'::jsonb),
     ('app.root_url', '"http://localhost:9000"'::jsonb),
     ('app.logo_url', '"http://localhost:9000/logo.png"'::jsonb),
-    ('app.site_name', '"My helpdesk"'::jsonb),
+    ('app.site_name', '"LibreDesk"'::jsonb),
     ('app.favicon_url', '"http://localhost:9000/favicon.ico"'::jsonb),
     ('app.max_file_upload_size', '20'::jsonb),
     ('app.allowed_file_upload_extensions', '["*"]'::jsonb),
@@ -445,15 +485,10 @@ VALUES
     ('notification.email.enabled', 'false'::jsonb);
 
 -- Default conversation priorities
-INSERT INTO conversation_priorities
-("name")
-VALUES('Low');
-INSERT INTO conversation_priorities
-("name")
-VALUES('Medium');
-INSERT INTO conversation_priorities
-("name")
-VALUES('High');
+INSERT INTO conversation_priorities (name) VALUES
+('Low'),
+('Medium'),
+('High');
 
 -- Default conversation statuses
 INSERT INTO conversation_statuses (name) VALUES