fix: path matching for /admin route when no sidebar item is selected

- update error msg for empty permissions

Dockerfile

@@ -2,7 +2,7 @@
 FROM alpine:latest
 
 # Install necessary packages
-RUN apk --no-cache add ca-certificates
+RUN apk --no-cache add ca-certificates tzdata
 
 # Set the working directory to /libredesk
 WORKDIR /libredesk

README.md

@@ -54,6 +54,8 @@ curl -LO https://github.com/abhinavxd/libredesk/raw/main/config.sample.toml
 # Copy the config.sample.toml to config.toml and edit it as needed.
 cp config.sample.toml config.toml
 
+# Edit config.toml and find commented lines containing "docker compose". Replace the values in the lines below those comments with service names instead of IP addresses.
+
 # Run the services in the background.
 docker compose up -d
 

cmd/conversation.go

@@ -38,13 +38,6 @@ func handleGetAllConversations(r *fastglue.Request) error {
 		total = conversations[0].Total
 	}
 
-	// Set deadlines for SLA if conversation has a policy
-	for i := range conversations {
-		if conversations[i].SLAPolicyID.Int != 0 {
-			setSLADeadlines(app, &conversations[i])
-		}
-	}
-
 	return r.SendEnvelope(envelope.PageResults{
 		Results:    conversations,
 		Total:      total,
@@ -74,13 +67,6 @@ func handleGetAssignedConversations(r *fastglue.Request) error {
 		total = conversations[0].Total
 	}
 
-	// Set deadlines for SLA if conversation has a policy
-	for i := range conversations {
-		if conversations[i].SLAPolicyID.Int != 0 {
-			setSLADeadlines(app, &conversations[i])
-		}
-	}
-
 	return r.SendEnvelope(envelope.PageResults{
 		Results:    conversations,
 		Total:      total,
@@ -110,13 +96,6 @@ func handleGetUnassignedConversations(r *fastglue.Request) error {
 		total = conversations[0].Total
 	}
 
-	// Set deadlines for SLA if conversation has a policy
-	for i := range conversations {
-		if conversations[i].SLAPolicyID.Int != 0 {
-			setSLADeadlines(app, &conversations[i])
-		}
-	}
-
 	return r.SendEnvelope(envelope.PageResults{
 		Results:    conversations,
 		Total:      total,
@@ -188,13 +167,6 @@ func handleGetViewConversations(r *fastglue.Request) error {
 		total = conversations[0].Total
 	}
 
-	// Set deadlines for SLA if conversation has a policy
-	for i := range conversations {
-		if conversations[i].SLAPolicyID.Int != 0 {
-			setSLADeadlines(app, &conversations[i])
-		}
-	}
-
 	return r.SendEnvelope(envelope.PageResults{
 		Results:    conversations,
 		Total:      total,
@@ -240,13 +212,6 @@ func handleGetTeamUnassignedConversations(r *fastglue.Request) error {
 		total = conversations[0].Total
 	}
 
-	// Set deadlines for SLA if conversation has a policy
-	for i := range conversations {
-		if conversations[i].SLAPolicyID.Int != 0 {
-			setSLADeadlines(app, &conversations[i])
-		}
-	}
-
 	return r.SendEnvelope(envelope.PageResults{
 		Results:    conversations,
 		Total:      total,
@@ -274,10 +239,6 @@ func handleGetConversation(r *fastglue.Request) error {
 		return sendErrorEnvelope(r, err)
 	}
 
-	if conv.SLAPolicyID.Int != 0 {
-		setSLADeadlines(app, conv)
-	}
-
 	prev, _ := app.conversation.GetContactConversations(conv.ContactID)
 	conv.PreviousConversations = filterCurrentConv(prev, conv.UUID)
 	return r.SendEnvelope(conv)
@@ -380,7 +341,7 @@ func handleUpdateTeamAssignee(r *fastglue.Request) error {
 		return sendErrorEnvelope(r, err)
 	}
 
-	conversation, err := enforceConversationAccess(app, uuid, user)
+	_, err = enforceConversationAccess(app, uuid, user)
 	if err != nil {
 		return sendErrorEnvelope(r, err)
 	}
@@ -391,18 +352,6 @@ func handleUpdateTeamAssignee(r *fastglue.Request) error {
 	// Evaluate automation rules on team assignment.
 	app.automation.EvaluateConversationUpdateRules(uuid, models.EventConversationTeamAssigned)
 
-	// Apply SLA policy if team has changed and the new team has an SLA policy.
-	if conversation.AssignedTeamID.Int != assigneeID && assigneeID != 0 {
-		team, err := app.team.Get(assigneeID)
-		if err != nil {
-			return sendErrorEnvelope(r, err)
-		}
-		if team.SLAPolicyID.Int != 0 {
-			if err := app.conversation.ApplySLA(*conversation, team.SLAPolicyID.Int, user); err != nil {
-				return sendErrorEnvelope(r, err)
-			}
-		}
-	}
 	return r.SendEnvelope("Team assigned successfully")
 }
 
@@ -417,27 +366,22 @@ func handleUpdateConversationPriority(r *fastglue.Request) error {
 	if priority == "" {
 		return r.SendErrorEnvelope(fasthttp.StatusBadRequest, "Invalid `priority`", nil, envelope.InputError)
 	}
-	conversation, err := app.conversation.GetConversation(0, uuid)
-	if err != nil {
-		return sendErrorEnvelope(r, err)
-	}
+
 	user, err := app.user.GetAgent(auser.ID)
 	if err != nil {
 		return sendErrorEnvelope(r, err)
 	}
-	allowed, err := app.authz.EnforceConversationAccess(user, conversation)
+	_, err = enforceConversationAccess(app, uuid, user)
 	if err != nil {
 		return sendErrorEnvelope(r, err)
 	}
-	if !allowed {
-		return sendErrorEnvelope(r, envelope.NewError(envelope.PermissionError, "Permission denied", nil))
-	}
 	if err := app.conversation.UpdateConversationPriority(uuid, 0 /**priority_id**/, priority, user); err != nil {
 		return sendErrorEnvelope(r, err)
 	}
 
 	// Evaluate automation rules.
 	app.automation.EvaluateConversationUpdateRules(uuid, models.EventConversationPriorityChange)
+
 	return r.SendEnvelope("Priority updated successfully")
 }
 
@@ -518,20 +462,14 @@ func handleUpdateConversationtags(r *fastglue.Request) error {
 		app.lo.Error("error unmarshalling tags JSON", "error", err)
 		return r.SendErrorEnvelope(fasthttp.StatusInternalServerError, "Error unmarshalling tags JSON", nil, envelope.GeneralError)
 	}
-	conversation, err := app.conversation.GetConversation(0, uuid)
-	if err != nil {
-		return sendErrorEnvelope(r, err)
-	}
 
 	user, err := app.user.GetAgent(auser.ID)
 	if err != nil {
 		return sendErrorEnvelope(r, err)
 	}
-
-	if allowed, err := app.authz.EnforceConversationAccess(user, conversation); err != nil {
+	_, err = enforceConversationAccess(app, uuid, user)
+	if err != nil {
 		return sendErrorEnvelope(r, err)
-	} else if !allowed {
-		return sendErrorEnvelope(r, envelope.NewError(envelope.PermissionError, "Permission denied", nil))
 	}
 
 	if err := app.conversation.UpsertConversationTags(uuid, tagNames, user); err != nil {
@@ -580,21 +518,6 @@ func enforceConversationAccess(app *App, uuid string, user umodels.User) (*cmode
 	return &conversation, nil
 }
 
-// setSLADeadlines gets the latest SLA deadlines for a conversation and sets them.
-func setSLADeadlines(app *App, conversation *cmodels.Conversation) error {
-	if conversation.ID < 1 {
-		return nil
-	}
-	first, resolution, err := app.sla.GetLatestDeadlines(conversation.ID)
-	if err != nil {
-		app.lo.Error("error getting SLA deadlines", "id", conversation.ID, "error", err)
-		return err
-	}
-	conversation.FirstResponseDueAt = null.NewTime(first, first != time.Time{})
-	conversation.ResolutionDueAt = null.NewTime(resolution, resolution != time.Time{})
-	return nil
-}
-
 // handleRemoveUserAssignee removes the user assigned to a conversation.
 func handleRemoveUserAssignee(r *fastglue.Request) error {
 	var (

cmd/handlers.go

@@ -12,10 +12,6 @@ import (
 	"github.com/zerodha/fastglue"
 )
 
-var (
-	slaReqFields = map[string][2]int{"name": {1, 255}, "description": {1, 255}, "first_response_time": {1, 255}, "resolution_time": {1, 255}}
-)
-
 // initHandlers initializes the HTTP routes and handlers for the application.
 func initHandlers(g *fastglue.Fastglue, hub *ws.Hub) {
 	// Authentication.
@@ -169,8 +165,8 @@ func initHandlers(g *fastglue.Fastglue, hub *ws.Hub) {
 	// SLA.
 	g.GET("/api/v1/sla", perm(handleGetSLAs, "sla:manage"))
 	g.GET("/api/v1/sla/{id}", perm(handleGetSLA, "sla:manage"))
-	g.POST("/api/v1/sla", perm(fastglue.ReqLenRangeParams(handleCreateSLA, slaReqFields), "sla:manage"))
-	g.PUT("/api/v1/sla/{id}", perm(fastglue.ReqLenRangeParams(handleUpdateSLA, slaReqFields), "sla:manage"))
+	g.POST("/api/v1/sla", perm(handleCreateSLA, "sla:manage"))
+	g.PUT("/api/v1/sla/{id}", perm(handleUpdateSLA, "sla:manage"))
 	g.DELETE("/api/v1/sla/{id}", perm(handleDeleteSLA, "sla:manage"))
 
 	// AI completion.

cmd/inboxes.go

@@ -1,6 +1,7 @@
 package main
 
 import (
+	"net/mail"
 	"strconv"
 
 	"github.com/abhinavxd/libredesk/internal/envelope"
@@ -36,14 +37,18 @@ func handleGetInbox(r *fastglue.Request) error {
 
 func handleCreateInbox(r *fastglue.Request) error {
 	var (
-		app = r.Context.(*App)
-		inb = imodels.Inbox{}
+		app   = r.Context.(*App)
+		inbox = imodels.Inbox{}
 	)
-	if err := r.Decode(&inb, "json"); err != nil {
+	if err := r.Decode(&inbox, "json"); err != nil {
 		return r.SendErrorEnvelope(fasthttp.StatusBadRequest, "decode failed", err.Error(), envelope.InputError)
 	}
-	err := app.inbox.Create(inb)
-	if err != nil {
+
+	if err := app.inbox.Create(inbox); err != nil {
+		return sendErrorEnvelope(r, err)
+	}
+
+	if err := validateInbox(inbox); err != nil {
 		return sendErrorEnvelope(r, err)
 	}
 
@@ -69,18 +74,24 @@ func handleUpdateInbox(r *fastglue.Request) error {
 	if err := r.Decode(&inbox, "json"); err != nil {
 		return r.SendErrorEnvelope(fasthttp.StatusBadRequest, "decode failed", err.Error(), envelope.InputError)
 	}
+
+	if err := validateInbox(inbox); err != nil {
+		return sendErrorEnvelope(r, err)
+	}
+
 	err = app.inbox.Update(id, inbox)
 	if err != nil {
 		return r.SendErrorEnvelope(fasthttp.StatusInternalServerError, "Could not update inbox.", nil, envelope.GeneralError)
 	}
 
 	if err := reloadInboxes(app); err != nil {
-		return r.SendErrorEnvelope(fasthttp.StatusInternalServerError, "Error reloading inboxes, Please restart the app if the issue persists", nil, envelope.GeneralError)
+		return r.SendErrorEnvelope(fasthttp.StatusInternalServerError, "Error reloading inboxes, Please restart the app.", nil, envelope.GeneralError)
 	}
 
 	return r.SendEnvelope(inbox)
 }
 
+// handleToggleInbox toggles an inbox
 func handleToggleInbox(r *fastglue.Request) error {
 	var (
 		app = r.Context.(*App)
@@ -102,6 +113,7 @@ func handleToggleInbox(r *fastglue.Request) error {
 	return r.SendEnvelope(true)
 }
 
+// handleDeleteInbox deletes an inbox
 func handleDeleteInbox(r *fastglue.Request) error {
 	var (
 		app   = r.Context.(*App)
@@ -118,3 +130,24 @@ func handleDeleteInbox(r *fastglue.Request) error {
 
 	return r.SendEnvelope(true)
 }
+
+// validateInbox validates the inbox
+func validateInbox(inbox imodels.Inbox) error {
+	// Make sure it's a valid from email address.
+	if _, err := mail.ParseAddress(inbox.From); err != nil {
+		return envelope.NewError(envelope.InputError, "Invalid from email address format, make sure it's a valid email address in the format `Name <mail@example.com>`", nil)
+	}
+
+	if len(inbox.Config) == 0 {
+		return envelope.NewError(envelope.InputError, "Empty config provided for inbox", nil)
+	}
+
+	if inbox.Name == "" {
+		return envelope.NewError(envelope.InputError, "Empty name provided for inbox", nil)
+	}
+
+	if inbox.Channel == "" {
+		return envelope.NewError(envelope.InputError, "Empty channel provided for inbox", nil)
+	}
+	return nil
+}

cmd/init.go

@@ -283,12 +283,12 @@ func initBusinessHours(db *sqlx.DB) *businesshours.Manager {
 }
 
 // initSLA inits SLA manager.
-func initSLA(db *sqlx.DB, teamManager *team.Manager, settings *setting.Manager, businessHours *businesshours.Manager) *sla.Manager {
+func initSLA(db *sqlx.DB, teamManager *team.Manager, settings *setting.Manager, businessHours *businesshours.Manager, notifier *notifier.Service, template *tmpl.Manager, userManager *user.Manager) *sla.Manager {
 	var lo = initLogger("sla")
 	m, err := sla.New(sla.Opts{
 		DB: db,
 		Lo: lo,
-	}, teamManager, settings, businessHours)
+	}, teamManager, settings, businessHours, notifier, template, userManager)
 	if err != nil {
 		log.Fatalf("error initializing SLA manager: %v", err)
 	}
@@ -496,13 +496,13 @@ func initAutoAssigner(teamManager *team.Manager, userManager *user.Manager, conv
 }
 
 // initNotifier initializes the notifier service with available providers.
-func initNotifier(userStore notifier.UserStore) *notifier.Service {
+func initNotifier() *notifier.Service {
 	smtpCfg := email.SMTPConfig{}
 	if err := ko.UnmarshalWithConf("notification.email", &smtpCfg, koanf.UnmarshalConf{Tag: "json"}); err != nil {
 		log.Fatalf("error unmarshalling email notification provider config: %v", err)
 	}
 
-	emailNotifier, err := emailnotifier.New([]email.SMTPConfig{smtpCfg}, userStore, emailnotifier.Opts{
+	emailNotifier, err := emailnotifier.New([]email.SMTPConfig{smtpCfg}, emailnotifier.Opts{
 		Lo:        initLogger("email-notifier"),
 		FromEmail: ko.String("notification.email.email_address"),
 	})

cmd/install.go

@@ -49,11 +49,10 @@ func install(ctx context.Context, db *sqlx.DB, fs stuffbin.FileSystem, idempoten
 			os.Exit(0)
 		}
 	} else {
+		log.Println("installing database schema...")
 		time.Sleep(5 * time.Second)
 	}
 
-	log.Println("installing database schema...")
-
 	// Install schema.
 	if err := installSchema(db, fs); err != nil {
 		log.Fatalf("error installing schema: %v", err)

cmd/main.go

@@ -11,6 +11,8 @@ import (
 	"syscall"
 	"time"
 
+	_ "time/tzdata"
+
 	"github.com/abhinavxd/libredesk/internal/ai"
 	auth_ "github.com/abhinavxd/libredesk/internal/auth"
 	"github.com/abhinavxd/libredesk/internal/authz"
@@ -106,7 +108,6 @@ func main() {
 
 	// Build string injected at build time.
 	colorlog.Green("Build: %s", buildString)
-	colorlog.Green("Version: %s", versionString)
 
 	// Load the config files into Koanf.
 	initConfig(ko)
@@ -176,9 +177,9 @@ func main() {
 		businessHours               = initBusinessHours(db)
 		user                        = initUser(i18n, db)
 		wsHub                       = initWS(user)
-		notifier                    = initNotifier(user)
+		notifier                    = initNotifier()
 		automation                  = initAutomationEngine(db)
-		sla                         = initSLA(db, team, settings, businessHours)
+		sla                         = initSLA(db, team, settings, businessHours, notifier, template, user)
 		conversation                = initConversations(i18n, sla, status, priority, wsHub, notifier, db, inbox, user, team, media, settings, csat, automation, template)
 		autoassigner                = initAutoAssigner(team, user, conversation)
 	)
@@ -191,6 +192,7 @@ func main() {
 	go conversation.RunUnsnoozer(ctx, unsnoozeInterval)
 	go notifier.Run(ctx)
 	go sla.Run(ctx, slaEvaluationInterval)
+	go sla.SendNotifications(ctx)
 	go media.DeleteUnlinkedMedia(ctx)
 	go user.MonitorAgentAvailability(ctx)
 

cmd/media.go

@@ -156,7 +156,7 @@ func handleServeMedia(r *fastglue.Request) error {
 	}
 
 	// Fetch media from DB.
-	media, err := app.media.GetByUUID(strings.TrimPrefix(uuid, thumbPrefix))
+	media, err := app.media.Get(0, strings.TrimPrefix(uuid, thumbPrefix))
 	if err != nil {
 		return sendErrorEnvelope(r, err)
 	}

cmd/messages.go

@@ -48,11 +48,14 @@ func handleGetMessages(r *fastglue.Request) error {
 
 	for i := range messages {
 		total = messages[i].Total
+		// Populate attachment URLs
 		for j := range messages[i].Attachments {
 			messages[i].Attachments[j].URL = app.media.GetURL(messages[i].Attachments[j].UUID)
 		}
+		// Redact CSAT survey link
 		messages[i].CensorCSATContent()
 	}
+
 	return r.SendEnvelope(envelope.PageResults{
 		Total:      total,
 		Results:    messages,
@@ -116,8 +119,7 @@ func handleRetryMessage(r *fastglue.Request) error {
 		return sendErrorEnvelope(r, err)
 	}
 
-	err = app.conversation.MarkMessageAsPending(uuid)
-	if err != nil {
+	if err = app.conversation.MarkMessageAsPending(uuid); err != nil {
 		return sendErrorEnvelope(r, err)
 	}
 	return r.SendEnvelope(true)
@@ -150,7 +152,7 @@ func handleSendMessage(r *fastglue.Request) error {
 	}
 
 	for _, id := range req.Attachments {
-		m, err := app.media.Get(id)
+		m, err := app.media.Get(id, "")
 		if err != nil {
 			app.lo.Error("error fetching media", "error", err)
 			return r.SendErrorEnvelope(fasthttp.StatusInternalServerError, "Error fetching media", nil, envelope.GeneralError)
@@ -170,10 +172,5 @@ func handleSendMessage(r *fastglue.Request) error {
 		app.automation.EvaluateConversationUpdateRules(cuuid, models.EventConversationMessageOutgoing)
 	}
 
-	// Reopen if snoozed/closed/resolved regardless of automation rules - this is the default behavior
-	if err := app.conversation.ReOpenConversation(cuuid, user); err != nil {
-		return sendErrorEnvelope(r, err)
-	}
-
 	return r.SendEnvelope("Message sent successfully")
 }

cmd/middlewares.go

@@ -172,7 +172,7 @@ func notAuthPage(handler fastglue.FastRequestHandler) fastglue.FastRequestHandle
 		user, err := app.auth.ValidateSession(r)
 		if err != nil {
 			app.lo.Error("error validating session", "error", err)
-			return r.SendErrorEnvelope(http.StatusUnauthorized, "Invalid or expired session", nil, envelope.PermissionError)
+			return r.SendErrorEnvelope(http.StatusUnauthorized, "Invalid or expired session, clear cookies and try again", nil, envelope.PermissionError)
 		}
 
 		if user.ID != 0 {

cmd/settings.go

@@ -45,6 +45,9 @@ func handleUpdateGeneralSettings(r *fastglue.Request) error {
 		return r.SendErrorEnvelope(fasthttp.StatusBadRequest, "Bad request", nil, "")
 	}
 
+	// Remove any trailing slash `/` from the root url.
+	req.RootURL = strings.TrimRight(req.RootURL, "/")
+
 	if err := app.setting.Update(req); err != nil {
 		return sendErrorEnvelope(r, err)
 	}
@@ -103,7 +106,7 @@ func handleUpdateEmailNotificationSettings(r *fastglue.Request) error {
 
 	// Make sure it's a valid from email address.
 	if _, err := mail.ParseAddress(req.EmailAddress); err != nil {
-		return r.SendErrorEnvelope(fasthttp.StatusBadRequest, "Invalid from email address format", nil, envelope.InputError)
+		return r.SendErrorEnvelope(fasthttp.StatusBadRequest, "Invalid from email address format, make sure it's a valid email address in the format `Name <mail@example.com>`", nil, envelope.InputError)
 	}
 
 	if req.Password == "" {

cmd/sla.go

@@ -5,10 +5,12 @@ import (
 	"time"
 
 	"github.com/abhinavxd/libredesk/internal/envelope"
+	smodels "github.com/abhinavxd/libredesk/internal/sla/models"
 	"github.com/valyala/fasthttp"
 	"github.com/zerodha/fastglue"
 )
 
+// handleGetSLAs returns all SLAs.
 func handleGetSLAs(r *fastglue.Request) error {
 	var (
 		app = r.Context.(*App)
@@ -20,6 +22,7 @@ func handleGetSLAs(r *fastglue.Request) error {
 	return r.SendEnvelope(slas)
 }
 
+// handleGetSLA returns the SLA with the given ID.
 func handleGetSLA(r *fastglue.Request) error {
 	var (
 		app = r.Context.(*App)
@@ -36,27 +39,56 @@ func handleGetSLA(r *fastglue.Request) error {
 	return r.SendEnvelope(sla)
 }
 
+// handleCreateSLA creates a new SLA.
 func handleCreateSLA(r *fastglue.Request) error {
 	var (
-		app           = r.Context.(*App)
-		name          = string(r.RequestCtx.PostArgs().Peek("name"))
-		desc          = string(r.RequestCtx.PostArgs().Peek("description"))
-		firstRespTime = string(r.RequestCtx.PostArgs().Peek("first_response_time"))
-		resTime       = string(r.RequestCtx.PostArgs().Peek("resolution_time"))
+		app = r.Context.(*App)
+		sla smodels.SLAPolicy
 	)
-	// Validate time duration strings
-	if _, err := time.ParseDuration(firstRespTime); err != nil {
-		return r.SendErrorEnvelope(fasthttp.StatusBadRequest, "Invalid `first_response_time` duration.", nil, envelope.InputError)
+
+	if err := r.Decode(&sla, "json"); err != nil {
+		return r.SendErrorEnvelope(fasthttp.StatusBadRequest, "decode failed", err.Error(), envelope.InputError)
 	}
-	if _, err := time.ParseDuration(resTime); err != nil {
-		return r.SendErrorEnvelope(fasthttp.StatusBadRequest, "Invalid `resolution_time` duration.", nil, envelope.InputError)
-	}
-	if err := app.sla.Create(name, desc, firstRespTime, resTime); err != nil {
+
+	if err := validateSLA(&sla); err != nil {
 		return sendErrorEnvelope(r, err)
 	}
+
+	if err := app.sla.Create(sla.Name, sla.Description, sla.FirstResponseTime, sla.ResolutionTime, sla.Notifications); err != nil {
+		return sendErrorEnvelope(r, err)
+	}
+
 	return r.SendEnvelope("SLA created successfully.")
 }
 
+// handleUpdateSLA updates the SLA with the given ID.
+func handleUpdateSLA(r *fastglue.Request) error {
+	var (
+		app = r.Context.(*App)
+		sla smodels.SLAPolicy
+	)
+
+	id, err := strconv.Atoi(r.RequestCtx.UserValue("id").(string))
+	if err != nil || id == 0 {
+		return r.SendErrorEnvelope(fasthttp.StatusBadRequest, "Invalid SLA `id`.", nil, envelope.InputError)
+	}
+
+	if err := r.Decode(&sla, "json"); err != nil {
+		return r.SendErrorEnvelope(fasthttp.StatusBadRequest, "decode failed", err.Error(), envelope.InputError)
+	}
+
+	if err := validateSLA(&sla); err != nil {
+		return sendErrorEnvelope(r, err)
+	}
+
+	if err := app.sla.Update(id, sla.Name, sla.Description, sla.FirstResponseTime, sla.ResolutionTime, sla.Notifications); err != nil {
+		return sendErrorEnvelope(r, err)
+	}
+
+	return r.SendEnvelope("SLA updated successfully.")
+}
+
+// handleDeleteSLA deletes the SLA with the given ID.
 func handleDeleteSLA(r *fastglue.Request) error {
 	var (
 		app = r.Context.(*App)
@@ -73,31 +105,55 @@ func handleDeleteSLA(r *fastglue.Request) error {
 	return r.SendEnvelope(true)
 }
 
-func handleUpdateSLA(r *fastglue.Request) error {
-	var (
-		app           = r.Context.(*App)
-		name          = string(r.RequestCtx.PostArgs().Peek("name"))
-		desc          = string(r.RequestCtx.PostArgs().Peek("description"))
-		firstRespTime = string(r.RequestCtx.PostArgs().Peek("first_response_time"))
-		resTime       = string(r.RequestCtx.PostArgs().Peek("resolution_time"))
-	)
+// validateSLA validates the SLA policy and returns an envelope.Error if any validation fails.
+func validateSLA(sla *smodels.SLAPolicy) error {
+	if sla.Name == "" {
+		return envelope.NewError(envelope.InputError, "SLA `name` is required", nil)
+	}
+	if sla.FirstResponseTime == "" {
+		return envelope.NewError(envelope.InputError, "SLA `first_response_time` is required", nil)
+	}
+	if sla.ResolutionTime == "" {
+		return envelope.NewError(envelope.InputError, "SLA `resolution_time` is required", nil)
+	}
+
+	// Validate notifications if any
+	for _, n := range sla.Notifications {
+		if n.Type == "" {
+			return envelope.NewError(envelope.InputError, "SLA notification `type` is required", nil)
+		}
+		if n.TimeDelayType == "" {
+			return envelope.NewError(envelope.InputError, "SLA notification `time_delay_type` is required", nil)
+		}
+		if n.TimeDelayType != "immediately" {
+			if n.TimeDelay == "" {
+				return envelope.NewError(envelope.InputError, "SLA notification `time_delay` is required", nil)
+			}
+		}
+		if len(n.Recipients) == 0 {
+			return envelope.NewError(envelope.InputError, "SLA notification `recipients` is required", nil)
+		}
+	}
 
 	// Validate time duration strings
-	if _, err := time.ParseDuration(firstRespTime); err != nil {
-		return r.SendErrorEnvelope(fasthttp.StatusBadRequest, "Invalid `first_response_time` duration.", nil, envelope.InputError)
+	frt, err := time.ParseDuration(sla.FirstResponseTime)
+	if err != nil {
+		return envelope.NewError(envelope.InputError, "Invalid `first_response_time` duration", nil)
 	}
-	if _, err := time.ParseDuration(resTime); err != nil {
-		return r.SendErrorEnvelope(fasthttp.StatusBadRequest, "Invalid `resolution_time` duration.", nil, envelope.InputError)
+	if frt.Minutes() < 1 {
+		return envelope.NewError(envelope.InputError, "`first_response_time` should be greater than 1 minute", nil)
 	}
 
-	id, err := strconv.Atoi(r.RequestCtx.UserValue("id").(string))
-	if err != nil || id == 0 {
-		return r.SendErrorEnvelope(fasthttp.StatusBadRequest, "Invalid SLA `id`.", nil, envelope.InputError)
+	rt, err := time.ParseDuration(sla.ResolutionTime)
+	if err != nil {
+		return envelope.NewError(envelope.InputError, "Invalid `resolution_time` duration", nil)
+	}
+	if rt.Minutes() < 1 {
+		return envelope.NewError(envelope.InputError, "`resolution_time` should be greater than 1 minute", nil)
+	}
+	if frt > rt {
+		return envelope.NewError(envelope.InputError, "`first_response_time` should be less than `resolution_time`", nil)
 	}
 
-	if err := app.sla.Update(id, name, desc, firstRespTime, resTime); err != nil {
-		return sendErrorEnvelope(r, err)
-	}
-
-	return r.SendEnvelope(true)
+	return nil
 }

cmd/upgrade.go

@@ -32,6 +32,7 @@ type migFunc struct {
 var migList = []migFunc{
 	{"v0.3.0", migrations.V0_3_0},
 	{"v0.4.0", migrations.V0_4_0},
+	{"v0.5.0", migrations.V0_5_0},
 }
 
 // upgrade upgrades the database to the current version by running SQL migration files

cmd/users.go

@@ -205,8 +205,10 @@ func handleCreateUser(r *fastglue.Request) error {
 	}
 
 	// Upsert user teams.
-	if err := app.team.UpsertUserTeams(user.ID, user.Teams.Names()); err != nil {
-		return sendErrorEnvelope(r, err)
+	if len(user.Teams) > 0 {
+		if err := app.team.UpsertUserTeams(user.ID, user.Teams.Names()); err != nil {
+			return sendErrorEnvelope(r, err)
+		}
 	}
 
 	if user.SendWelcomeEmail {
@@ -227,10 +229,10 @@ func handleCreateUser(r *fastglue.Request) error {
 		}
 
 		if err := app.notifier.Send(notifier.Message{
-			UserIDs:  []int{user.ID},
-			Subject:  "Welcome",
-			Content:  content,
-			Provider: notifier.ProviderEmail,
+			RecipientEmails: []string{user.Email.String},
+			Subject:         "Welcome",
+			Content:         content,
+			Provider:        notifier.ProviderEmail,
 		}); err != nil {
 			app.lo.Error("error sending notification message", "error", err)
 			return sendErrorEnvelope(r, envelope.NewError(envelope.GeneralError, "User created successfully, but could not send welcome email.", nil))
@@ -385,10 +387,10 @@ func handleResetPassword(r *fastglue.Request) error {
 	}
 
 	if err := app.notifier.Send(notifier.Message{
-		UserIDs:  []int{user.ID},
-		Subject:  "Reset Password",
-		Content:  content,
-		Provider: notifier.ProviderEmail,
+		RecipientEmails: []string{user.Email.String},
+		Subject:         "Reset Password",
+		Content:         content,
+		Provider:        notifier.ProviderEmail,
 	}); err != nil {
 		app.lo.Error("error sending password reset email", "error", err)
 		return r.SendErrorEnvelope(fasthttp.StatusInternalServerError, "Error sending password reset email", nil, envelope.GeneralError)

docker-compose.yml

@@ -28,7 +28,8 @@ services:
     networks:
       - libredesk
     ports:
-      - "5432:5432"
+      # Only bind on the local interface. To connect to Postgres externally, change this to 0.0.0.0
+      - "127.0.0.1:5432:5432"
     environment:
       # Set these environment variables to configure the database, defaults to libredesk.
       POSTGRES_USER: ${POSTGRES_USER:-libredesk}

docs/docs/installation.md

@@ -27,6 +27,8 @@ curl -LO https://github.com/abhinavxd/libredesk/raw/main/config.sample.toml
 # Copy the config.sample.toml to config.toml and edit it as needed.
 cp config.sample.toml config.toml
 
+# Edit config.toml and find commented lines containing "docker compose". Replace the values in the lines below those comments with service names instead of IP addresses.
+
 # Run the services in the background.
 docker compose up -d
 
@@ -36,8 +38,6 @@ docker exec -it libredesk_app ./libredesk --set-system-user-password
 
 Go to `http://localhost:9000` and login with the email `System` and the password you set using the `--set-system-user-password` command.
 
----
-
 
 ## Compiling from source
 
@@ -46,3 +46,19 @@ To compile the latest unreleased version (`main` branch):
 1. Make sure `go`, `nodejs`, and `pnpm` are installed on your system.
 2. `git clone git@github.com:abhinavxd/libredesk.git`
 3. `cd libredesk && make`. This will generate the `libredesk` binary.
+
+
+## Nginx
+
+Libredesk using websockets for real-time updates. If you are using Nginx, you need to add the following (or similar) configuration to your Nginx configuration file.
+
+```nginx
+location / {
+    proxy_pass http://localhost:9000;
+    proxy_http_version 1.1;
+    proxy_set_header Upgrade $http_upgrade;
+    proxy_set_header Connection 'upgrade';
+    proxy_set_header Host $host;
+    proxy_cache_bypass $http_upgrade;
+}
+```

frontend/package.json

@@ -21,8 +21,12 @@
     "@tailwindcss/typography": "^0.5.16",
     "@tanstack/vue-table": "^8.19.2",
     "@tiptap/extension-image": "^2.5.9",
-    "@tiptap/extension-link": "^2.9.1",
+    "@tiptap/extension-link": "^2.11.2",
     "@tiptap/extension-placeholder": "^2.4.0",
+    "@tiptap/extension-table": "^2.11.5",
+    "@tiptap/extension-table-cell": "^2.11.5",
+    "@tiptap/extension-table-header": "^2.11.5",
+    "@tiptap/extension-table-row": "^2.11.5",
     "@tiptap/pm": "^2.4.0",
     "@tiptap/starter-kit": "^2.4.0",
     "@tiptap/vue-3": "^2.4.0",

frontend/pnpm-lock.yaml

@@ -27,11 +27,23 @@ importers:
         specifier: ^2.5.9
         version: 2.11.2(@tiptap/core@2.11.2(@tiptap/pm@2.11.2))
       '@tiptap/extension-link':
-        specifier: ^2.9.1
+        specifier: ^2.11.2
         version: 2.11.2(@tiptap/core@2.11.2(@tiptap/pm@2.11.2))(@tiptap/pm@2.11.2)
       '@tiptap/extension-placeholder':
         specifier: ^2.4.0
         version: 2.11.2(@tiptap/core@2.11.2(@tiptap/pm@2.11.2))(@tiptap/pm@2.11.2)
+      '@tiptap/extension-table':
+        specifier: ^2.11.5
+        version: 2.11.5(@tiptap/core@2.11.2(@tiptap/pm@2.11.2))(@tiptap/pm@2.11.2)
+      '@tiptap/extension-table-cell':
+        specifier: ^2.11.5
+        version: 2.11.5(@tiptap/core@2.11.2(@tiptap/pm@2.11.2))
+      '@tiptap/extension-table-header':
+        specifier: ^2.11.5
+        version: 2.11.5(@tiptap/core@2.11.2(@tiptap/pm@2.11.2))
+      '@tiptap/extension-table-row':
+        specifier: ^2.11.5
+        version: 2.11.5(@tiptap/core@2.11.2(@tiptap/pm@2.11.2))
       '@tiptap/pm':
         specifier: ^2.4.0
         version: 2.11.2
@@ -887,6 +899,27 @@ packages:
     peerDependencies:
       '@tiptap/core': ^2.7.0
 
+  '@tiptap/extension-table-cell@2.11.5':
+    resolution: {integrity: sha512-S967Au0pgeULstP3FaasOf/LEh72p61Ooh1PcUMF/az4x8EeGgpcEUARpVUxsGxLFvogv6LmhPHZdtcGgdHcBw==}
+    peerDependencies:
+      '@tiptap/core': ^2.7.0
+
+  '@tiptap/extension-table-header@2.11.5':
+    resolution: {integrity: sha512-O1iBtzZP1XZDi4h1Xmgq1T63il+fpKPvBIMZ0JJH9TyCw5i5rcrMLL2dyy5zaWK3BFRJuYBNSke4c+VWnr/g6w==}
+    peerDependencies:
+      '@tiptap/core': ^2.7.0
+
+  '@tiptap/extension-table-row@2.11.5':
+    resolution: {integrity: sha512-+/VWhCuW24BcM5aaIc/f0bC6ZR1Q5gnuqw13MIo7gyPx7iIY6BXK8roGiZSs8wYAN4uBEf3EKFm0bSZwQuAeyg==}
+    peerDependencies:
+      '@tiptap/core': ^2.7.0
+
+  '@tiptap/extension-table@2.11.5':
+    resolution: {integrity: sha512-NKXLhKWdAdURklm98YkCd2ai4fh8jY8HS/+X2s/2QiQt8Z98CU1keCm35fJEEExM234iB/hCqG5vY4JgTc0Tvw==}
+    peerDependencies:
+      '@tiptap/core': ^2.7.0
+      '@tiptap/pm': ^2.7.0
+
   '@tiptap/extension-text-style@2.11.2':
     resolution: {integrity: sha512-RAa7BTwEOJRZN3EB2lg03KXyu7JC/Ce96cerh3D0Fo78yrtKOArPaiVHoTki6ZEIG43ccHEit1PPjMYxivPPeg==}
     peerDependencies:
@@ -3862,6 +3895,23 @@ snapshots:
     dependencies:
       '@tiptap/core': 2.11.2(@tiptap/pm@2.11.2)
 
+  '@tiptap/extension-table-cell@2.11.5(@tiptap/core@2.11.2(@tiptap/pm@2.11.2))':
+    dependencies:
+      '@tiptap/core': 2.11.2(@tiptap/pm@2.11.2)
+
+  '@tiptap/extension-table-header@2.11.5(@tiptap/core@2.11.2(@tiptap/pm@2.11.2))':
+    dependencies:
+      '@tiptap/core': 2.11.2(@tiptap/pm@2.11.2)
+
+  '@tiptap/extension-table-row@2.11.5(@tiptap/core@2.11.2(@tiptap/pm@2.11.2))':
+    dependencies:
+      '@tiptap/core': 2.11.2(@tiptap/pm@2.11.2)
+
+  '@tiptap/extension-table@2.11.5(@tiptap/core@2.11.2(@tiptap/pm@2.11.2))(@tiptap/pm@2.11.2)':
+    dependencies:
+      '@tiptap/core': 2.11.2(@tiptap/pm@2.11.2)
+      '@tiptap/pm': 2.11.2
+
   '@tiptap/extension-text-style@2.11.2(@tiptap/core@2.11.2(@tiptap/pm@2.11.2))':
     dependencies:
       '@tiptap/core': 2.11.2(@tiptap/pm@2.11.2)

frontend/src/App.vue

@@ -16,7 +16,9 @@
                 </SidebarMenuItem>
                 <SidebarMenuItem v-if="userStore.hasAdminTabPermissions">
                   <SidebarMenuButton asChild :isActive="route.path.startsWith('/admin')">
-                    <router-link :to="{ name: 'admin' }">
+                    <router-link
+                      :to="{ name: userStore.can('general_settings:manage') ? 'general' : 'admin' }"
+                    >
                       <Shield />
                     </router-link>
                   </SidebarMenuButton>
@@ -46,7 +48,7 @@
         @create-view="openCreateViewForm = true"
         @edit-view="editView"
         @delete-view="deleteView"
-        @create-conversation="() => openCreateConversationDialog = true"
+        @create-conversation="() => (openCreateConversationDialog = true)"
       >
         <div class="flex flex-col h-screen">
           <!-- Show app update only in admin routes -->

frontend/src/api/index.js

@@ -82,8 +82,16 @@ const deleteBusinessHours = (id) => http.delete(`/api/v1/business-hours/${id}`)
 
 const getAllSLAs = () => http.get('/api/v1/sla')
 const getSLA = (id) => http.get(`/api/v1/sla/${id}`)
-const createSLA = (data) => http.post('/api/v1/sla', data)
-const updateSLA = (id, data) => http.put(`/api/v1/sla/${id}`, data)
+const createSLA = (data) => http.post('/api/v1/sla', data, {
+  headers: {
+    'Content-Type': 'application/json'
+  }
+})
+const updateSLA = (id, data) => http.put(`/api/v1/sla/${id}`, data, {
+  headers: {
+    'Content-Type': 'application/json'
+  }
+})
 const deleteSLA = (id) => http.delete(`/api/v1/sla/${id}`)
 const createOIDC = (data) =>
   http.post('/api/v1/oidc', data, {

frontend/src/components/table/SimpleTable.vue

@@ -1,53 +1,74 @@
 <template>
-    <table class="min-w-full divide-y divide-gray-200">
-        <thead class="bg-gray-50">
-            <tr>
-                <th v-for="(header, index) in headers" :key="index" scope="col" class="px-6 py-3 text-left text-xs font-medium text-gray-500 uppercase tracking-wider">
-                    {{ header }}
-                </th>
-                <th scope="col" class="relative px-6 py-3"></th>
-            </tr>
-        </thead>
-        <tbody class="bg-white divide-y divide-gray-200">
-            <tr v-for="(item, index) in data" :key="index">
-                <td v-for="key in keys" :key="key" class="px-6 py-4 whitespace-nowrap text-sm font-medium text-gray-900">
-                    {{ item[key] }}
-                </td>
-                <td class="px-6 py-4 whitespace-nowrap text-sm text-gray-500">
-                    <Button size="xs" variant="ghost" @click.prevent="deleteItem(item)">
-                        <Trash2 class="h-4 w-4" />
-                    </Button>
-                </td>
-            </tr>
-        </tbody>
-    </table>
+  <table class="min-w-full divide-y divide-gray-200">
+    <thead class="bg-gray-50">
+      <tr>
+        <th
+          v-for="(header, index) in headers"
+          :key="index"
+          scope="col"
+          class="px-6 py-3 text-left text-xs font-medium text-gray-500 uppercase tracking-wider"
+        >
+          {{ header }}
+        </th>
+        <th scope="col" class="relative px-6 py-3"></th>
+      </tr>
+    </thead>
+    <tbody class="bg-white divide-y divide-gray-200">
+      <template v-if="data.length === 0">
+        <tr>
+          <td :colspan="headers.length + 1" class="px-6 py-12 text-center">
+            <div class="flex flex-col items-center space-y-4">
+              <span class="text-md text-gray-500"> No records found. </span>
+            </div>
+          </td>
+        </tr>
+      </template>
+      <template v-else>
+        <tr v-for="(item, index) in data" :key="index">
+          <td
+            v-for="key in keys"
+            :key="key"
+            class="px-6 py-4 whitespace-nowrap text-sm font-medium text-gray-900"
+          >
+            {{ item[key] }}
+          </td>
+          <td class="px-6 py-4 whitespace-nowrap text-sm text-gray-500">
+            <Button size="xs" variant="ghost" @click.prevent="deleteItem(item)">
+              <Trash2 class="h-4 w-4" />
+            </Button>
+          </td>
+        </tr>
+      </template>
+    </tbody>
+  </table>
 </template>
 
 <script setup>
-import { Trash2 } from 'lucide-vue-next';
-import { defineProps, defineEmits } from 'vue';
+import { Trash2 } from 'lucide-vue-next'
+import { defineProps, defineEmits } from 'vue'
+import { Button } from '@/components/ui/button'
 
 defineProps({
-    headers: {
-        type: Array,
-        required: true,
-        default: () => []
-    },
-    keys: {
-        type: Array,
-        required: true,
-        default: () => []
-    },
-    data: {
-        type: Array,
-        required: true,
-        default: () => []
-    }
-});
+  headers: {
+    type: Array,
+    required: true,
+    default: () => []
+  },
+  keys: {
+    type: Array,
+    required: true,
+    default: () => []
+  },
+  data: {
+    type: Array,
+    required: true,
+    default: () => []
+  }
+})
 
-const emit = defineEmits(['deleteItem']);
+const emit = defineEmits(['deleteItem'])
 
 function deleteItem(item) {
-    emit('deleteItem', item);
+  emit('deleteItem', item)
 }
-</script>
+</script>

frontend/src/components/ui/radio-group/RadioGroup.vue

@@ -4,8 +4,8 @@ import { RadioGroupRoot, useForwardPropsEmits } from 'radix-vue'
 import { cn } from '@/lib/utils'
 
 const props = defineProps({
-  modelValue: { type: String, required: false },
-  defaultValue: { type: String, required: false },
+  modelValue: { type: [String, Boolean], required: false },
+  defaultValue: { type: [String, Boolean], required: false },
   disabled: { type: Boolean, required: false },
   name: { type: String, required: false },
   required: { type: Boolean, required: false },

frontend/src/components/ui/radio-group/RadioGroupItem.vue

@@ -6,7 +6,7 @@ import { cn } from '@/lib/utils'
 
 const props = defineProps({
   id: { type: String, required: false },
-  value: { type: String, required: false },
+  value: { type: [String, Boolean], required: false },
   disabled: { type: Boolean, required: false },
   required: { type: Boolean, required: false },
   name: { type: String, required: false },

frontend/src/components/ui/select/SelectTag.vue

@@ -1,26 +1,46 @@
 <template>
-  <TagsInput v-model="tags" class="px-0 gap-0">
+  <TagsInput v-model="tags" class="px-0 gap-0" :displayValue="getLabel">
+    <!-- Tags visible to the user -->
     <div class="flex gap-2 flex-wrap items-center px-3">
-      <TagsInputItem v-for="tag in tags" :key="tag" :value="tag">
-        <TagsInputItemText>{{ tag }}</TagsInputItemText>
+      <TagsInputItem v-for="tagValue in tags" :key="tagValue" :value="tagValue">
+        <TagsInputItemText/>
         <TagsInputItemDelete />
       </TagsInputItem>
     </div>
-    <ComboboxRoot :model-value="tags" v-model:open="open" v-model:search-term="searchTerm" class="w-full">
+
+    <!-- Combobox for selecting new tags -->
+    <ComboboxRoot
+      :model-value="tags"
+      v-model:open="open"
+      v-model:search-term="searchTerm"
+      :filterFunction="filterFunc"
+      class="w-full"
+    >
       <ComboboxAnchor as-child>
         <ComboboxInput :placeholder="placeholder" as-child>
-          <TagsInputInput class="w-full px-3" :class="tags.length > 0 ? 'mt-2' : ''" @keydown.enter.prevent
-            @blur="handleBlur" />
+          <TagsInputInput
+            class="w-full px-3"
+            :class="tags.length > 0 ? 'mt-2' : ''"
+            @keydown.enter.prevent
+            @blur="handleBlur"
+          />
         </ComboboxInput>
       </ComboboxAnchor>
       <ComboboxPortal>
         <ComboboxContent>
-          <CommandList position="popper"
-            class="w-[--radix-popper-anchor-width] rounded-md mt-2 border bg-popover text-popover-foreground shadow-md outline-none data-[state=open]:animate-in data-[state=closed]:animate-out data-[state=closed]:fade-out-0 data-[state=open]:fade-in-0 data-[state=closed]:zoom-out-95 data-[state=open]:zoom-in-95 data-[side=bottom]:slide-in-from-top-2 data-[side=left]:slide-in-from-right-2 data-[side=right]:slide-in-from-left-2 data-[side=top]:slide-in-from-bottom-2">
-            <CommandEmpty />
+          <CommandList
+            position="popper"
+            class="w-[--radix-popper-anchor-width] rounded-md mt-2 border bg-popover text-popover-foreground shadow-md outline-none data-[state=open]:animate-in data-[state=closed]:animate-out data-[state=closed]:fade-out-0 data-[state=open]:fade-in-0 data-[state=closed]:zoom-out-95 data-[state=open]:zoom-in-95 data-[side=bottom]:slide-in-from-top-2 data-[side=left]:slide-in-from-right-2 data-[side=right]:slide-in-from-left-2 data-[side=top]:slide-in-from-bottom-2"
+          >
+            <CommandEmpty> No results found </CommandEmpty>
             <CommandGroup>
-              <CommandItem v-for="item in filteredOptions" :key="item" :value="item" @select="handleSelect">
-                {{ item }}
+              <CommandItem
+                v-for="item in filteredOptions"
+                :key="item.value"
+                :value="item.value"
+                @select="handleSelect"
+              >
+                {{ item.label }}
               </CommandItem>
             </CommandGroup>
           </CommandList>
@@ -32,8 +52,20 @@
 
 <script setup>
 import { CommandEmpty, CommandGroup, CommandItem, CommandList } from '@/components/ui/command'
-import { TagsInput, TagsInputInput, TagsInputItem, TagsInputItemDelete, TagsInputItemText } from '@/components/ui/tags-input'
-import { ComboboxAnchor, ComboboxContent, ComboboxInput, ComboboxPortal, ComboboxRoot } from 'radix-vue'
+import {
+  TagsInput,
+  TagsInputInput,
+  TagsInputItem,
+  TagsInputItemDelete,
+  TagsInputItemText
+} from '@/components/ui/tags-input'
+import {
+  ComboboxAnchor,
+  ComboboxContent,
+  ComboboxInput,
+  ComboboxPortal,
+  ComboboxRoot
+} from 'radix-vue'
 import { computed, ref } from 'vue'
 import { useField } from 'vee-validate'
 
@@ -54,7 +86,8 @@ const props = defineProps({
   },
   items: {
     type: Array,
-    required: true
+    required: true,
+    validator: (value) => value.every((item) => 'label' in item && 'value' in item)
   }
 })
 
@@ -65,20 +98,35 @@ const { handleBlur } = useField(() => props.name, undefined, {
 const open = ref(false)
 const searchTerm = ref('')
 
-const filteredOptions = computed(() =>
-  props.items.filter(item => !tags.value.includes(item))
-)
+// Get all options that are not already selected and match the search term
+const filteredOptions = computed(() => {
+  return props.items.filter(
+    (item) =>
+      !tags.value.includes(item.value) &&
+      item.label.toLowerCase().includes(searchTerm.value.toLowerCase())
+  )
+})
+
+const getLabel = (value) => {
+  const item = props.items.find((item) => item.value === value)
+  return item?.label || value
+}
 
 const handleSelect = (event) => {
-  if (event.detail.value) {
+  const selectedValue = event.detail.value
+  if (selectedValue) {
+    tags.value = [...tags.value, selectedValue]
     searchTerm.value = ''
-    const newTags = [...tags.value]
-    newTags.push(event.detail.value)
-    tags.value = newTags
   }
 
   if (filteredOptions.value.length === 0) {
     open.value = false
   }
 }
-</script>
+
+// Custom filter function to filter items based on the search term
+const filterFunc = (remainingItemValues, term) => {
+  const remainingItems = props.items.filter((item) => remainingItemValues.includes(item.value))
+  return remainingItems.filter((item) => item.label.toLowerCase().includes(term.toLowerCase())).map(item => item.value)
+}
+</script>

frontend/src/constants/timezones.js

@@ -0,0 +1,36 @@
+export const timeZones = {
+    "UTC (UTC+00:00)": "UTC",
+    "New York, America (UTC-05:00)": "America/New_York",
+    "Chicago, America (UTC-06:00)": "America/Chicago",
+    "Denver, America (UTC-07:00)": "America/Denver",
+    "Los Angeles, America (UTC-08:00)": "America/Los_Angeles",
+    "Toronto, America (UTC-05:00)": "America/Toronto",
+    "Mexico City, America (UTC-06:00)": "America/Mexico_City",
+    "Bogotá, America (UTC-05:00)": "America/Bogota",
+    "São Paulo, America (UTC-03:00)": "America/Sao_Paulo",
+    "Buenos Aires, America (UTC-03:00)": "America/Buenos_Aires",
+    "Santiago, America (UTC-04:00)": "America/Santiago",
+    "London, Europe (UTC+00:00)": "Europe/London",
+    "Berlin, Europe (UTC+01:00)": "Europe/Berlin",
+    "Paris, Europe (UTC+01:00)": "Europe/Paris",
+    "Rome, Europe (UTC+01:00)": "Europe/Rome",
+    "Madrid, Europe (UTC+01:00)": "Europe/Madrid",
+    "Moscow, Europe (UTC+03:00)": "Europe/Moscow",
+    "Istanbul, Europe (UTC+03:00)": "Europe/Istanbul",
+    "Dubai, Asia (UTC+04:00)": "Asia/Dubai",
+    "Kolkata, Asia (UTC+05:30)": "Asia/Kolkata",
+    "Bangkok, Asia (UTC+07:00)": "Asia/Bangkok",
+    "Singapore, Asia (UTC+08:00)": "Asia/Singapore",
+    "Shanghai, Asia (UTC+08:00)": "Asia/Shanghai",
+    "Seoul, Asia (UTC+09:00)": "Asia/Seoul",
+    "Tokyo, Asia (UTC+09:00)": "Asia/Tokyo",
+    "Sydney, Australia (UTC+10:00)": "Australia/Sydney",
+    "Melbourne, Australia (UTC+10:00)": "Australia/Melbourne",
+    "Perth, Australia (UTC+08:00)": "Australia/Perth",
+    "Auckland, Pacific (UTC+12:00)": "Pacific/Auckland",
+    "Honolulu, Pacific (UTC-10:00)": "Pacific/Honolulu",
+    "Cairo, Africa (UTC+02:00)": "Africa/Cairo",
+    "Lagos, Africa (UTC+01:00)": "Africa/Lagos",
+    "Nairobi, Africa (UTC+03:00)": "Africa/Nairobi",
+    "Johannesburg, Africa (UTC+02:00)": "Africa/Johannesburg"
+}

frontend/src/features/admin/automation/ActionBox.vue

@@ -39,7 +39,7 @@
               >
                 <SelectTag
                   v-model="action.value"
-                  :items="tagsStore.tagNames"
+                  :items="tagsStore.tagNames.map((tag) => ({ label: tag, value: tag }))"
                   placeholder="Select tag"
                 />
               </div>

frontend/src/features/admin/business-hours/BusinessHoursForm.vue

@@ -1,127 +1,154 @@
 <template>
-    <form @submit="onSubmit" class="space-y-8">
-        <FormField v-slot="{ componentField }" name="name">
-            <FormItem>
-                <FormLabel>Name</FormLabel>
-                <FormControl>
-                    <Input type="text" placeholder="General working hours" v-bind="componentField" />
-                </FormControl>
-                <FormMessage />
-            </FormItem>
-        </FormField>
+  <form @submit="onSubmit" class="space-y-8">
+    <FormField v-slot="{ componentField }" name="name">
+      <FormItem>
+        <FormLabel>Name</FormLabel>
+        <FormControl>
+          <Input type="text" placeholder="General working hours" v-bind="componentField" />
+        </FormControl>
+        <FormMessage />
+      </FormItem>
+    </FormField>
 
-        <FormField v-slot="{ componentField }" name="description">
-            <FormItem>
-                <FormLabel>Description</FormLabel>
-                <FormControl>
-                    <Input type="text" placeholder="General working hours for my company" v-bind="componentField" />
-                </FormControl>
-                <FormMessage />
-            </FormItem>
-        </FormField>
+    <FormField v-slot="{ componentField }" name="description">
+      <FormItem>
+        <FormLabel>Description</FormLabel>
+        <FormControl>
+          <Input
+            type="text"
+            placeholder="General working hours for my company"
+            v-bind="componentField"
+          />
+        </FormControl>
+        <FormMessage />
+      </FormItem>
+    </FormField>
 
-        <FormField v-slot="{ componentField }" name="is_always_open">
-            <FormItem>
-            <FormLabel>
-                Set business hours
-            </FormLabel>
-            <FormControl>
-                    <RadioGroup v-bind="componentField">
-                        <div class="flex flex-col space-y-2">
-                            <div class="flex items-center space-x-3">
-                                <RadioGroupItem id="r1" value="true" />
-                                <Label for="r1">Always open (24x7)</Label>
-                            </div>
-                            <div class="flex items-center space-x-3">
-                                <RadioGroupItem id="r2" value="false" />
-                                <Label for="r2">Custom business hours</Label>
-                            </div>
-                        </div>
-                    </RadioGroup>
-                </FormControl>
-                <FormMessage />
-            </FormItem>
-        </FormField>
-
-        <div v-if="form.values.is_always_open === 'false'">
-            <div>
-                <div v-for="day in WEEKDAYS" :key="day" class="flex items-center justify-between space-y-2">
-                    <div class="flex items-center space-x-3">
-                        <Checkbox :id="day" :checked="!!selectedDays[day]"
-                            @update:checked="handleDayToggle(day, $event)" />
-                        <Label :for="day" class="font-medium text-gray-800">{{ day }}</Label>
-                    </div>
-                    <div class="flex space-x-2 items-center">
-                        <div class="flex flex-col items-start">
-                            <Input type="time" :defaultValue="hours[day]?.open || '09:00'"
-                                @update:modelValue="(val) => updateHours(day, 'open', val)"
-                                :disabled="!selectedDays[day]" />
-                        </div>
-                        <span class="text-gray-500">to</span>
-                        <div class="flex flex-col items-start">
-                            <Input type="time" :defaultValue="hours[day]?.close || '17:00'"
-                                @update:modelValue="(val) => updateHours(day, 'close', val)"
-                                :disabled="!selectedDays[day]" />
-                        </div>
-                    </div>
-                </div>
+    <FormField v-slot="{ componentField }" name="is_always_open">
+      <FormItem>
+        <FormLabel> Set business hours </FormLabel>
+        <FormControl>
+          <RadioGroup v-bind="componentField">
+            <div class="flex flex-col space-y-2">
+              <div class="flex items-center space-x-3">
+                <RadioGroupItem id="r1" :value="true" />
+                <Label for="r1">Always open (24x7)</Label>
+              </div>
+              <div class="flex items-center space-x-3">
+                <RadioGroupItem id="r2" :value="false" />
+                <Label for="r2">Custom business hours</Label>
+              </div>
             </div>
+          </RadioGroup>
+        </FormControl>
+        <FormMessage />
+      </FormItem>
+    </FormField>
+
+    <FormField name="hours">
+      <div v-if="form.values.is_always_open === false">
+        <FormItem>
+          <div>
+            <div
+              v-for="day in WEEKDAYS"
+              :key="day"
+              class="flex items-center justify-between space-y-2"
+            >
+              <div class="flex items-center space-x-3">
+                <Checkbox
+                  :id="day"
+                  :checked="!!selectedDays[day]"
+                  @update:checked="handleDayToggle(day, $event)"
+                />
+                <Label :for="day" class="font-medium text-gray-800">{{ day }}</Label>
+              </div>
+              <div class="flex space-x-2 items-center">
+                <div class="flex flex-col items-start">
+                  <Input
+                    type="time"
+                    :modelValue="hours[day]?.open || '09:00'"
+                    @update:modelValue="(val) => updateHours(day, 'open', val)"
+                    :disabled="!selectedDays[day]"
+                  />
+                </div>
+                <span class="text-gray-500">to</span>
+                <div class="flex flex-col items-start">
+                  <Input
+                    type="time"
+                    :modelValue="hours[day]?.close || '17:00'"
+                    @update:modelValue="(val) => updateHours(day, 'close', val)"
+                    :disabled="!selectedDays[day]"
+                  />
+                </div>
+              </div>
+            </div>
+          </div>
+          <FormMessage />
+        </FormItem>
+      </div>
+    </FormField>
+
+    <Dialog :open="openHolidayForm" @update:open="openHolidayForm = false">
+      <div>
+        <div class="flex justify-between items-center mb-4">
+          <div></div>
+          <DialogTrigger as-child>
+            <Button @click="openHolidayForm = true"> New holiday </Button>
+          </DialogTrigger>
         </div>
-
-        <Dialog >
-            <div>
-                <div class="flex justify-between items-center mb-4">
-                    <div></div>
-                    <DialogTrigger as-child>
-                        <Button>New holiday</Button>
-                    </DialogTrigger>
-                </div>
-            </div>
-            <SimpleTable :headers="['Name', 'Date']" :keys="['name', 'date']" :data="holidays" @deleteItem="deleteHoliday" />
-            <DialogContent class="sm:max-w-[425px]">
-                <DialogHeader>
-                    <DialogTitle>New holiday</DialogTitle>
-                    <DialogDescription>
-                    </DialogDescription>
-                </DialogHeader>
-                <div class="grid gap-4 py-4">
-                    <div class="grid grid-cols-4 items-center gap-4">
-                        <Label for="holiday_name" class="text-right">
-                            Name
-                        </Label>
-                        <Input id="holiday_name" v-model="holidayName" class="col-span-3" />
-                    </div>
-                    <div class="grid grid-cols-4 items-center gap-4">
-                        <Label for="date" class="text-right">
-                            Date
-                        </Label>
-                        <Popover>
-                            <PopoverTrigger as-child>
-                                <Button variant="outline" :class="cn(
-                                    'w-[280px] justify-start text-left font-normal',
-                                    !holidayDate && 'text-muted-foreground',
-                                )">
-                                    <CalendarIcon class="mr-2 h-4 w-4" />
-                                    {{ holidayDate && !isNaN(new Date(holidayDate).getTime()) ? format(new
-                                        Date(holidayDate), 'MMMM dd, yyyy') : "Pick a date" }}
-                                </Button>
-                            </PopoverTrigger>
-                            <PopoverContent class="w-auto p-0">
-                                <Calendar v-model="holidayDate" />
-                            </PopoverContent>
-                        </Popover>
-                    </div>
-                </div>
-                <DialogFooter>
-                    <Button  :disabled="!holidayName || !holidayDate"
-                        @click="saveHoliday">
-                        Save changes
-                    </Button>
-                </DialogFooter>
-            </DialogContent>
-        </Dialog>
-        <Button type="submit" :disabled="isLoading" :isLoading="isLoading">{{ submitLabel }}</Button>
-    </form>
+      </div>
+      <SimpleTable
+        :headers="['Name', 'Date']"
+        :keys="['name', 'date']"
+        :data="holidays"
+        @deleteItem="deleteHoliday"
+      />
+      <DialogContent class="sm:max-w-[425px]">
+        <DialogHeader>
+          <DialogTitle>New holiday</DialogTitle>
+          <DialogDescription> </DialogDescription>
+        </DialogHeader>
+        <div class="grid gap-4 py-4">
+          <div class="grid grid-cols-4 items-center gap-4">
+            <Label for="holiday_name" class="text-right"> Name </Label>
+            <Input id="holiday_name" v-model="holidayName" class="col-span-3" />
+          </div>
+          <div class="grid grid-cols-4 items-center gap-4">
+            <Label for="date" class="text-right"> Date </Label>
+            <Popover>
+              <PopoverTrigger as-child>
+                <Button
+                  variant="outline"
+                  :class="
+                    cn(
+                      'w-[280px] justify-start text-left font-normal',
+                      !holidayDate && 'text-muted-foreground'
+                    )
+                  "
+                >
+                  <CalendarIcon class="mr-2 h-4 w-4" />
+                  {{
+                    holidayDate && !isNaN(new Date(holidayDate).getTime())
+                      ? format(new Date(holidayDate), 'MMMM dd, yyyy')
+                      : 'Pick a date'
+                  }}
+                </Button>
+              </PopoverTrigger>
+              <PopoverContent class="w-auto p-0">
+                <Calendar v-model="holidayDate" />
+              </PopoverContent>
+            </Popover>
+          </div>
+        </div>
+        <DialogFooter>
+          <Button :disabled="!holidayName || !holidayDate" @click="saveHoliday">
+            Save changes
+          </Button>
+        </DialogFooter>
+      </DialogContent>
+    </Dialog>
+    <Button type="submit" :disabled="isLoading" :isLoading="isLoading">{{ submitLabel }}</Button>
+  </form>
 </template>
 
 <script setup>
@@ -143,36 +170,36 @@ import { WEEKDAYS } from '@/constants/date'
 import { Calendar as CalendarIcon } from 'lucide-vue-next'
 import SimpleTable from '@/components/table/SimpleTable.vue'
 import {
-    Dialog,
-    DialogContent,
-    DialogDescription,
-    DialogFooter,
-    DialogHeader,
-    DialogTitle,
-    DialogTrigger,
+  Dialog,
+  DialogContent,
+  DialogDescription,
+  DialogFooter,
+  DialogHeader,
+  DialogTitle,
+  DialogTrigger
 } from '@/components/ui/dialog'
 
 const props = defineProps({
-    initialValues: {
-        type: Object,
-        required: false
-    },
-    submitForm: {
-        type: Function,
-        required: true
-    },
-    submitLabel: {
-        type: String,
-        required: false,
-        default: () => 'Save'
-    },
-    isNewForm: {
-        type: Boolean
-    },
-    isLoading: {
-        type: Boolean,
-        required: false
-    },
+  initialValues: {
+    type: Object,
+    required: false
+  },
+  submitForm: {
+    type: Function,
+    required: true
+  },
+  submitLabel: {
+    type: String,
+    required: false,
+    default: () => 'Save'
+  },
+  isNewForm: {
+    type: Boolean
+  },
+  isLoading: {
+    type: Boolean,
+    required: false
+  }
 })
 
 let holidays = reactive([])
@@ -180,91 +207,97 @@ const holidayName = ref('')
 const holidayDate = ref(null)
 const selectedDays = ref({})
 const hours = ref({})
-
+const openHolidayForm = ref(false)
 
 const form = useForm({
-    validationSchema: toTypedSchema(formSchema),
-    initialValues: props.initialValues
+  validationSchema: toTypedSchema(formSchema),
+  initialValues: props.initialValues
 })
 
-
 const saveHoliday = () => {
-    holidays.push({
-        name: holidayName.value,
-        date: new Date(holidayDate.value).toISOString().split('T')[0]
-    })
-    holidayName.value = ''
-    holidayDate.value = null
+  holidays.push({
+    name: holidayName.value,
+    date: new Date(holidayDate.value).toISOString().split('T')[0]
+  })
+  holidayName.value = ''
+  holidayDate.value = null
+  openHolidayForm.value = false
 }
 
 const deleteHoliday = (item) => {
-    holidays.splice(holidays.findIndex(h => h.name === item.name), 1)
+  holidays.splice(
+    holidays.findIndex((h) => h.name === item.name),
+    1
+  )
 }
 
 const handleDayToggle = (day, checked) => {
-    selectedDays.value = {
-        ...selectedDays.value,
-        [day]: checked
-    }
+  selectedDays.value = {
+    ...selectedDays.value,
+    [day]: checked
+  }
 
-    if (checked && !hours.value[day]) {
-        hours.value[day] = { open: '09:00', close: '17:00' }
-    } else if (!checked) {
-        const newHours = { ...hours.value }
-        delete newHours[day]
-        hours.value = newHours
-    }
+  if (checked && !hours.value[day]) {
+    hours.value[day] = { open: '09:00', close: '17:00' }
+  } else if (!checked) {
+    const newHours = { ...hours.value }
+    delete newHours[day]
+    hours.value = newHours
+  }
+
+  // Sync with form values
+  form.setFieldValue('hours', { ...hours.value })
 }
 
 const updateHours = (day, type, value) => {
-    if (!hours.value[day]) {
-        hours.value[day] = { open: '09:00', close: '17:00' }
-    }
-    hours.value[day][type] = value
+  if (!hours.value[day]) {
+    hours.value[day] = { open: '09:00', close: '17:00' }
+  }
+  hours.value[day][type] = value
+
+  // Sync with form values
+  form.setFieldValue('hours', { ...hours.value })
 }
 
-
 const onSubmit = form.handleSubmit((values) => {
-    values.is_always_open = values.is_always_open === 'true'
-    const businessHours = values.is_always_open === true
-        ? {}
-        :
-        Object.keys(selectedDays.value)
-            .filter(day => selectedDays.value[day])
-            .reduce((acc, day) => {
-                acc[day] = hours.value[day]
-                return acc
-            }, {})
-    const finalValues = {
-        ...values,
-        hours: businessHours,
-        holidays: holidays
-    }
-    props.submitForm(finalValues)
+  const businessHours =
+    values.is_always_open === true
+      ? {}
+      : Object.keys(selectedDays.value)
+          .filter((day) => selectedDays.value[day])
+          .reduce((acc, day) => {
+            acc[day] = hours.value[day]
+            return acc
+          }, {})
+  const finalValues = {
+    ...values,
+    is_always_open: values.is_always_open,
+    hours: businessHours,
+    holidays: holidays
+  }
+  props.submitForm(finalValues)
 })
 
 // Watch for initial values
 watch(
-    () => props.initialValues,
-    (newValues) => {
-        if (!newValues || Object.keys(newValues).length === 0) {
-            return
-        }
-        // Set business hours if provided
-        newValues.is_always_open = newValues.is_always_open.toString()
-        if (newValues.is_always_open === 'false') {
-            hours.value = newValues.hours || {}
-            selectedDays.value = Object.keys(hours.value).reduce((acc, day) => {
-                acc[day] = true
-                return acc
-            }, {})
-        }
-        // Set other form values
-        form.setValues(newValues)
-        holidays.length = 0
-        holidays.push(...(newValues.holidays || []))
-    },
-    { deep: true }
+  () => props.initialValues,
+  (newValues) => {
+    if (!newValues || Object.keys(newValues).length === 0) {
+      return
+    }
+    // Set business hours if provided
+    if (newValues.is_always_open === false) {
+      hours.value = newValues.hours || {}
+      selectedDays.value = Object.keys(hours.value).reduce((acc, day) => {
+        acc[day] = true
+        return acc
+      }, {})
+    }
+    // Set other form values
+    form.setValues(newValues)
+    holidays.length = 0
+    holidays.push(...(newValues.holidays || []))
+  },
+  { deep: true }
 )
-
-</script>
+</script>

frontend/src/features/admin/business-hours/formSchema.js

@@ -1,13 +1,35 @@
 import * as z from 'zod'
 
+const timeRegex = /^([01]\d|2[0-3]):([0-5]\d)$/
+
 export const formSchema = z.object({
-    name: z
-        .string({
-            required_error: 'Name is required.'
+    name: z.string().min(1, 'Name is required.'),
+    description: z.string().min(1, 'Description is required.'),
+    is_always_open: z.boolean().default(true),
+    hours: z.record(
+        z.object({
+            open: z.string().regex(timeRegex, 'Invalid time format (HH:mm)'),
+            close: z.string().regex(timeRegex, 'Invalid time format (HH:mm)')
         })
-        .min(1, {
-            message: 'Name must be at least 1 character.'
-        }),
-    description: z.string(),
-    is_always_open: z.string().default('false'),
+    ).optional()
+}).superRefine((data, ctx) => {
+    if (data.is_always_open === false) {
+        if (!data.hours || Object.keys(data.hours).length === 0) {
+            ctx.addIssue({
+                code: z.ZodIssueCode.custom,
+                message: 'Business hours are required',
+                path: ['hours']
+            })
+        } else {
+            for (const day in data.hours) {
+                if (!data.hours[day].open || !data.hours[day].close) {
+                    ctx.addIssue({
+                        code: z.ZodIssueCode.custom,
+                        message: 'Open and close times are required for each day.',
+                        path: ['hours', day]
+                    })
+                }
+            }
+        }
+    }
 })

frontend/src/features/admin/general/GeneralSettingForm.vue

@@ -41,14 +41,14 @@
             </SelectTrigger>
             <SelectContent>
               <SelectGroup>
-                <SelectItem v-for="timezone in timezones" :key="timezone" :value="timezone">
-                  {{ timezone }}
+                <SelectItem v-for="(value, label) in timeZones" :key="value" :value="value">
+                  {{ label }}
                 </SelectItem>
               </SelectGroup>
             </SelectContent>
           </Select>
         </FormControl>
-        <FormDescription>Default timezone.</FormDescription>
+        <FormDescription>Default timezone for your desk.</FormDescription>
         <FormMessage />
       </FormItem>
     </FormField>
@@ -70,7 +70,7 @@
             </SelectContent>
           </Select>
         </FormControl>
-        <FormDescription>Default business hours.</FormDescription>
+        <FormDescription>Default business hours for your desk.</FormDescription>
         <FormMessage />
       </FormItem>
     </FormField>
@@ -81,7 +81,7 @@
         <FormControl>
           <Input type="text" placeholder="Root URL" v-bind="field" />
         </FormControl>
-        <FormDescription>Root URL of the app.</FormDescription>
+        <FormDescription>Root URL of the app. (No trailing slash)</FormDescription>
         <FormMessage />
       </FormItem>
     </FormField>
@@ -123,27 +123,22 @@
       </FormItem>
     </FormField>
 
-  
-      <FormField name="allowed_file_upload_extensions" v-slot="{ componentField, handleChange }">
-        <FormItem>
-          <FormLabel>Allowed file upload extensions</FormLabel>
-          <FormControl>
-            <TagsInput
-              :modelValue="componentField.modelValue"
-              @update:modelValue="handleChange"
-            >
-              <TagsInputItem v-for="item in componentField.modelValue" :key="item" :value="item">
-                <TagsInputItemText />
-                <TagsInputItemDelete />
-              </TagsInputItem>
-              <TagsInputInput placeholder="jpg" />
-            </TagsInput>
-          </FormControl>
-          <FormDescription>Use `*` to allow any file.</FormDescription>
-          <FormMessage />
-        </FormItem>
-      </FormField>
-    
+    <FormField name="allowed_file_upload_extensions" v-slot="{ componentField, handleChange }">
+      <FormItem>
+        <FormLabel>Allowed file upload extensions</FormLabel>
+        <FormControl>
+          <TagsInput :modelValue="componentField.modelValue" @update:modelValue="handleChange">
+            <TagsInputItem v-for="item in componentField.modelValue" :key="item" :value="item">
+              <TagsInputItemText />
+              <TagsInputItemDelete />
+            </TagsInputItem>
+            <TagsInputInput placeholder="jpg" />
+          </TagsInput>
+        </FormControl>
+        <FormDescription>Use `*` to allow any file.</FormDescription>
+        <FormMessage />
+      </FormItem>
+    </FormField>
 
     <Button type="submit" :isLoading="formLoading"> {{ submitLabel }} </Button>
   </form>
@@ -182,10 +177,10 @@ import { Input } from '@/components/ui/input'
 import { EMITTER_EVENTS } from '@/constants/emitterEvents.js'
 import { useEmitter } from '@/composables/useEmitter'
 import { handleHTTPError } from '@/utils/http'
+import { timeZones } from '@/constants/timezones.js'
 import api from '@/api'
 
 const emitter = useEmitter()
-const timezones = Intl.supportedValuesOf('timeZone')
 const businessHours = ref({})
 const formLoading = ref(false)
 const props = defineProps({

frontend/src/features/admin/inbox/EmailInboxForm.vue

@@ -1,27 +1,379 @@
 <template>
-  <AutoForm
-    class="space-y-6"
-    :schema="formSchema"
-    :form="form"
-    :field-config="fieldConfig"
-    @submit="submitForm"
-  >
-    <Button type="submit" :is-loading="isLoading"> {{ props.submitLabel }} </Button>
-  </AutoForm>
+  <form @submit="onSubmit" class="space-y-6 w-full">
+    <!-- Basic Fields -->
+    <FormField v-slot="{ componentField }" name="name">
+      <FormItem>
+        <FormLabel>Name</FormLabel>
+        <FormControl>
+          <Input type="text" placeholder="Inbox name" v-bind="componentField" />
+        </FormControl>
+        <FormDescription> Enter the name of the inbox. </FormDescription>
+        <FormMessage />
+      </FormItem>
+    </FormField>
+
+    <FormField v-slot="{ componentField }" name="from">
+      <FormItem>
+        <FormLabel>From Email Address</FormLabel>
+        <FormControl>
+          <Input
+            type="text"
+            placeholder="My Support <support@example.com>"
+            v-bind="componentField"
+          />
+        </FormControl>
+        <FormDescription> Enter the from email address. </FormDescription>
+        <FormMessage />
+      </FormItem>
+    </FormField>
+
+    <!-- Toggle Fields -->
+    <FormField v-slot="{ componentField, handleChange }" name="enabled">
+      <FormItem class="flex flex-row items-center justify-between box p-4">
+        <div class="space-y-0.5">
+          <FormLabel class="text-base">Enabled</FormLabel>
+          <FormDescription>Enable scanning inbox and sending emails</FormDescription>
+        </div>
+        <FormControl>
+          <Switch :checked="componentField.modelValue" @update:checked="handleChange" />
+        </FormControl>
+      </FormItem>
+    </FormField>
+
+    <FormField v-slot="{ componentField, handleChange }" name="csat_enabled">
+      <FormItem class="flex flex-row items-center justify-between box p-4">
+        <div class="space-y-0.5">
+          <FormLabel class="text-base">CSAT Surveys</FormLabel>
+          <FormDescription
+            >Send customer satisfaction surveys when conversation is marked as resolved. <br />
+            For better control on when to send surveys, disable this option and create an automation
+            rule to send surveys.
+          </FormDescription>
+        </div>
+        <FormControl>
+          <Switch :checked="componentField.modelValue" @update:checked="handleChange" />
+        </FormControl>
+      </FormItem>
+    </FormField>
+
+    <!-- IMAP Section -->
+    <div class="box p-4 space-y-4">
+      <h3 class="font-semibold">IMAP Configuration</h3>
+
+      <FormField v-slot="{ componentField }" name="imap.host">
+        <FormItem>
+          <FormLabel>Host</FormLabel>
+          <FormControl>
+            <Input type="text" placeholder="imap.gmail.com" v-bind="componentField" />
+          </FormControl>
+          <FormMessage />
+        </FormItem>
+      </FormField>
+
+      <FormField v-slot="{ componentField }" name="imap.port">
+        <FormItem>
+          <FormLabel>Port</FormLabel>
+          <FormControl>
+            <Input type="number" placeholder="993" v-bind="componentField" />
+          </FormControl>
+          <FormMessage />
+        </FormItem>
+      </FormField>
+
+      <FormField v-slot="{ componentField }" name="imap.mailbox">
+        <FormItem>
+          <FormLabel>Mailbox</FormLabel>
+          <FormControl>
+            <Input type="text" placeholder="INBOX" v-bind="componentField" :defaultValue="'INBOX'" />
+          </FormControl>
+          <FormDescription>
+            Mailbox (folder) to scan for incoming emails. Default is INBOX (usually no need to
+            change).
+          </FormDescription>
+          <FormMessage />
+        </FormItem>
+      </FormField>
+
+      <FormField v-slot="{ componentField }" name="imap.username">
+        <FormItem>
+          <FormLabel>Username</FormLabel>
+          <FormControl>
+            <Input type="text" placeholder="user@example.com" v-bind="componentField" />
+          </FormControl>
+          <FormMessage />
+        </FormItem>
+      </FormField>
+
+      <FormField v-slot="{ componentField }" name="imap.password">
+        <FormItem>
+          <FormLabel>Password</FormLabel>
+          <FormControl>
+            <Input type="password" placeholder="••••••••" v-bind="componentField" />
+          </FormControl>
+          <FormMessage />
+        </FormItem>
+      </FormField>
+
+      <FormField v-slot="{ componentField }" name="imap.tls_type">
+        <FormItem>
+          <FormLabel>TLS</FormLabel>
+          <FormControl>
+            <Select v-bind="componentField">
+              <SelectTrigger>
+                <SelectValue placeholder="Select TLS" />
+              </SelectTrigger>
+              <SelectContent>
+                <SelectItem value="none">OFF</SelectItem>
+                <SelectItem value="tls">SSL/TLS</SelectItem>
+                <SelectItem value="starttls">STARTTLS</SelectItem>
+              </SelectContent>
+            </Select>
+          </FormControl>
+          <FormDescription>Choose the encryption method for IMAP.</FormDescription>
+          <FormMessage />
+        </FormItem>
+      </FormField>
+
+      <FormField v-slot="{ componentField }" name="imap.read_interval">
+        <FormItem>
+          <FormLabel>Scan Interval</FormLabel>
+          <FormControl>
+            <Input type="text" placeholder="120s" v-bind="componentField" />
+          </FormControl>
+          <FormDescription>
+            Interval to scan the inbox for new emails. Format: 120s, 1m, 1h
+          </FormDescription>
+          <FormMessage />
+        </FormItem>
+      </FormField>
+
+      <FormField v-slot="{ componentField }" name="imap.scan_inbox_since">
+        <FormItem>
+          <FormLabel>Scan Inbox Since</FormLabel>
+          <FormControl>
+            <Input type="text" placeholder="48h" v-bind="componentField" />
+          </FormControl>
+          <FormDescription>
+            To improve performance in large helpdesks with high email volume, this limits scans to
+            emails received since the specified duration (e.g., `2h`, `48h`) by subtracting it from
+            the current time.
+          </FormDescription>
+          <FormMessage />
+        </FormItem>
+      </FormField>
+
+      <FormField v-slot="{ componentField, handleChange }" name="imap.tls_skip_verify">
+        <FormItem class="flex flex-row items-center justify-between box p-4">
+          <div class="space-y-0.5">
+            <FormLabel class="text-base">Skip TLS Verification</FormLabel>
+            <FormDescription> Skip hostname check on the TLS certificate. </FormDescription>
+          </div>
+          <FormControl>
+            <Switch :checked="componentField.modelValue" @update:checked="handleChange" />
+          </FormControl>
+        </FormItem>
+      </FormField>
+    </div>
+
+    <!-- SMTP Section -->
+    <div class="box p-4 space-y-4">
+      <h3 class="font-semibold">SMTP Configuration</h3>
+
+      <FormField v-slot="{ componentField }" name="smtp.host">
+        <FormItem>
+          <FormLabel>Host</FormLabel>
+          <FormControl>
+            <Input type="text" placeholder="smtp.gmail.com" v-bind="componentField" />
+          </FormControl>
+          <FormMessage />
+        </FormItem>
+      </FormField>
+
+      <FormField v-slot="{ componentField }" name="smtp.port">
+        <FormItem>
+          <FormLabel>Port</FormLabel>
+          <FormControl>
+            <Input type="number" placeholder="587" v-bind="componentField" />
+          </FormControl>
+          <FormMessage />
+        </FormItem>
+      </FormField>
+
+      <FormField v-slot="{ componentField }" name="smtp.username">
+        <FormItem>
+          <FormLabel>Username</FormLabel>
+          <FormControl>
+            <Input type="text" placeholder="user@example.com" v-bind="componentField" />
+          </FormControl>
+          <FormMessage />
+        </FormItem>
+      </FormField>
+
+      <FormField v-slot="{ componentField }" name="smtp.password">
+        <FormItem>
+          <FormLabel>Password</FormLabel>
+          <FormControl>
+            <Input type="password" placeholder="••••••••" v-bind="componentField" />
+          </FormControl>
+          <FormMessage />
+        </FormItem>
+      </FormField>
+
+      <FormField v-slot="{ componentField }" name="smtp.max_conns">
+        <FormItem>
+          <FormLabel>Max Connections</FormLabel>
+          <FormControl>
+            <Input type="number" placeholder="10" v-bind="componentField" />
+          </FormControl>
+          <FormDescription>
+            Maximum number of concurrent connections to the server.
+          </FormDescription>
+          <FormMessage />
+        </FormItem>
+      </FormField>
+
+      <FormField v-slot="{ componentField }" name="smtp.max_msg_retries">
+        <FormItem>
+          <FormLabel>Max Retries</FormLabel>
+          <FormControl>
+            <Input type="number" placeholder="3s" v-bind="componentField" />
+          </FormControl>
+          <FormDescription> Number of times to retry when a message fails. </FormDescription>
+          <FormMessage />
+        </FormItem>
+      </FormField>
+
+      <FormField v-slot="{ componentField }" name="smtp.idle_timeout">
+        <FormItem>
+          <FormLabel>Idle Timeout</FormLabel>
+          <FormControl>
+            <Input type="text" placeholder="25s" v-bind="componentField" />
+          </FormControl>
+          <FormDescription>
+            IdleTimeout is the maximum time to wait for new activity on a connection before closing
+            it and removing it from the pool.
+          </FormDescription>
+          <FormMessage />
+        </FormItem>
+      </FormField>
+
+      <FormField v-slot="{ componentField }" name="smtp.wait_timeout">
+        <FormItem>
+          <FormLabel>Wait Timeout</FormLabel>
+          <FormControl>
+            <Input type="text" placeholder="60s" v-bind="componentField" />
+          </FormControl>
+          <FormDescription>
+            PoolWaitTimeout is the maximum time to wait to obtain a connection from a pool before
+            timing out. This may happen when all open connections are busy sending e-mails and
+            they're not returning to the pool fast enough. This is also the timeout used when
+            creating new SMTP connections.
+          </FormDescription>
+          <FormMessage />
+        </FormItem>
+      </FormField>
+
+      <FormField v-slot="{ componentField }" name="smtp.auth_protocol">
+        <FormItem>
+          <FormLabel>Auth Protocol</FormLabel>
+          <FormControl>
+            <Select v-bind="componentField">
+              <SelectTrigger>
+                <SelectValue placeholder="Select protocol" />
+              </SelectTrigger>
+              <SelectContent>
+                <SelectItem value="login">Login</SelectItem>
+                <SelectItem value="cram">CRAM</SelectItem>
+                <SelectItem value="plain">Plain</SelectItem>
+                <SelectItem value="none">None</SelectItem>
+              </SelectContent>
+            </Select>
+          </FormControl>
+          <FormDescription> Authentication protocol to use. </FormDescription>
+          <FormMessage />
+        </FormItem>
+      </FormField>
+
+      <FormField v-slot="{ componentField }" name="smtp.tls_type">
+        <FormItem>
+          <FormLabel>TLS</FormLabel>
+          <FormControl>
+            <Select v-bind="componentField">
+              <SelectTrigger>
+                <SelectValue placeholder="Select TLS" />
+              </SelectTrigger>
+              <SelectContent>
+                <SelectItem value="none">OFF</SelectItem>
+                <SelectItem value="tls">SSL/TLS</SelectItem>
+                <SelectItem value="starttls">STARTTLS</SelectItem>
+              </SelectContent>
+            </Select>
+          </FormControl>
+          <FormDescription> TLS/SSL encryption, STARTTLS is commonly used. </FormDescription>
+          <FormMessage />
+        </FormItem>
+      </FormField>
+
+      <FormField v-slot="{ componentField }" name="smtp.hello_hostname">
+        <FormItem>
+          <FormLabel>HELO Hostname</FormLabel>
+          <FormControl>
+            <Input type="text" placeholder="smtp.example.com" v-bind="componentField" />
+          </FormControl>
+          <FormDescription>
+            The hostname to use in the HELO/EHLO command. If not set, defaults to localhost.
+          </FormDescription>
+          <FormMessage />
+        </FormItem>
+      </FormField>
+
+      <FormField v-slot="{ componentField, handleChange }" name="smtp.tls_skip_verify">
+        <FormItem class="flex flex-row items-center justify-between box p-4">
+          <div class="space-y-0.5">
+            <FormLabel class="text-base">Skip TLS Verification</FormLabel>
+            <FormDescription> Skip hostname check on the TLS certificate. </FormDescription>
+          </div>
+          <FormControl>
+            <Switch :checked="componentField.modelValue" @update:checked="handleChange" />
+          </FormControl>
+        </FormItem>
+      </FormField>
+    </div>
+
+    <Button type="submit" :is-loading="isLoading" :disabled="isLoading">
+      {{ props.submitLabel }}
+    </Button>
+  </form>
 </template>
 
 <script setup>
 import { watch } from 'vue'
-import { AutoForm } from '@/components/ui/auto-form'
 import { useForm } from 'vee-validate'
 import { toTypedSchema } from '@vee-validate/zod'
 import { formSchema } from './formSchema.js'
+import {
+  FormControl,
+  FormField,
+  FormItem,
+  FormLabel,
+  FormMessage,
+  FormDescription
+} from '@/components/ui/form'
+import { Input } from '@/components/ui/input'
+import { Switch } from '@/components/ui/switch'
 import { Button } from '@/components/ui/button'
+import {
+  Select,
+  SelectContent,
+  SelectItem,
+  SelectTrigger,
+  SelectValue
+} from '@/components/ui/select'
 
 const props = defineProps({
   initialValues: {
     type: Object,
-    required: false
+    default: () => ({})
   },
   submitForm: {
     type: Function,
@@ -29,90 +381,29 @@ const props = defineProps({
   },
   submitLabel: {
     type: String,
-    required: false,
-    default: () => 'Submit'
+    default: 'Submit'
   },
   isLoading: {
     type: Boolean,
-    required: false
+    default: false
   }
 })
 
-const fieldConfig = {
-  name: {
-    description: 'Name for your inbox.'
-  },
-  from: {
-    label: 'From email address',
-    description: 'From email address. e.g. My Support <mysupport@example.com>'
-  },
-  enabled: {
-    label: 'Enabled',
-    description: 'Disable to scanning incoming emails and sending outgoing emails.',
-    component: 'switch'
-  },
-  csat_enabled: {
-    label: 'CSAT',
-    description: 'Send a CSAT survey after a conversation is marked as resolved.',
-    component: 'switch'
-  },
-  imap: {
-    label: 'IMAP',
-    password: {
-      inputProps: {
-        type: 'password',
-        placeholder: '••••••••'
-      }
-    },
-    read_interval: {
-      label: 'Emails scan interval'
-    }
-  },
-  smtp: {
-    label: 'SMTP',
-    max_conns: {
-      label: 'Max connections',
-      description: 'Maximum number of concurrent connections to the server.'
-    },
-    max_msg_retries: {
-      label: 'Retries',
-      description: 'Number of times to retry when a message fails.'
-    },
-    idle_timeout: {
-      label: 'Idle timeout',
-      description: `IdleTimeout is the maximum time to wait for new activity on a connection
-        before closing it and removing it from the pool.`
-    },
-    wait_timeout: {
-      label: 'Wait timeout',
-      description: `PoolWaitTimeout is the maximum time to wait to obtain a connection from
-          a pool before timing out. This may happen when all open connections are
-          busy sending e-mails and they're not returning to the pool fast enough.
-          This is also the timeout used when creating new SMTP connections.
-      `
-    },
-    auth_protocol: {
-      label: 'Auth protocol'
-    },
-    password: {
-      inputProps: {
-        type: 'password',
-        placeholder: '••••••••'
-      }
-    }
-  }
-}
-
 const form = useForm({
-  validationSchema: toTypedSchema(formSchema),
-  initialValues: props.initialValues
+  validationSchema: toTypedSchema(formSchema)
+})
+
+const onSubmit = form.handleSubmit(async (values) => {
+  await props.submitForm(values)
 })
 
-// Watch for changes in initialValues and update the form
 watch(
   () => props.initialValues,
   (newValues) => {
-    if (newValues) form.setValues(newValues)
+    if (Object.keys(newValues).length === 0) {
+      return
+    }
+    form.setValues(newValues)
   },
   { deep: true, immediate: true }
 )

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

@@ -2,89 +2,36 @@ import * as z from 'zod'
 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),
-  csat_enabled: z.boolean().describe('CSAT').default(false).optional(),
-  imap: z
-    .object({
-      host: z.string().describe('Host').default('imap.gmail.com'),
-      port: z
-        .number({
-          invalid_type_error: 'Port must be a number.'
-        })
-        .min(1, {
-          message: 'Port must be at least 1.'
-        })
-        .max(65535, {
-          message: 'Port must be at most 65535.'
-        })
-        .describe('Port')
-        .default(993),
-      mailbox: z.string().describe('Mailbox name').default('INBOX'),
-      username: z.string().describe('Username'),
-      password: z.string().describe('Password'),
-      read_interval: z
-        .string()
-        .describe('Email scan interval')
-        .refine(isGoDuration, {
-          message:
-            'Invalid duration format. Should be a number followed by s (seconds), m (minutes), or h (hours).'
-        })
-        .default('120s')
-    })
-    .describe('IMAP client')
-    .default({
-      host: 'imap.gmail.com',
-      port: 993,
-      mailbox: 'INBOX',
-      username: '',
-      password: '',
-      read_interval: '30s'
+  name: z.string().min(1, 'Required'),
+  from: z.string().min(1, 'Required'),
+  enabled: z.boolean().optional(),
+  csat_enabled: z.boolean().optional(),
+  imap: z.object({
+    host: z.string().min(1, 'Required'),
+    port: z.number().min(1).max(65535),
+    mailbox: z.string().min(1, 'Required'),
+    username: z.string().min(1, 'Required'),
+    password: z.string().min(1, 'Required'),
+    tls_type: z.enum(['none', 'starttls', 'tls']),
+    tls_skip_verify: z.boolean().optional(),
+    scan_inbox_since: z.string().min(1, 'Required').refine(isGoDuration, {
+      message: 'Invalid duration. Please use a valid duration format (e.g. 1h, 30m, 1h30m, 48h, etc.)'
     }),
-  smtp: z
-    .object({
-      host: z.string().describe('Host').default('smtp.gmail.com'),
-      port: z
-        .number({ invalid_type_error: 'Port must be a number.' })
-        .min(1, { message: 'Port must be at least 1.' })
-        .max(65535, { message: 'Port must be at most 65535.' })
-        .describe('Port')
-        .default(587),
-      username: z.string().describe('Username'),
-      password: z.string().describe('Password'),
-      max_conns: z
-        .number({ invalid_type_error: 'Must be a number.' })
-        .min(1, { message: 'Must be at least 1.' })
-        .describe('Maximum concurrent connections to the server.')
-        .default(2),
-      max_msg_retries: z
-        .number({ invalid_type_error: 'Must be a number.' })
-        .min(0, { message: 'Must be at least 0.' })
-        .max(100, { message: 'Max retries allowed are 100.' })
-        .describe('Number of times to retry when a message fails.')
-        .default(2),
-      idle_timeout: z
-        .string()
-        .describe(
-          'Time to wait for new activity on a connection before closing it and removing it from the pool (s for seconds, m for minutes, h for hours).'
-        )
-        .refine(isGoDuration, {
-          message:
-            'Invalid duration format. Should be a number followed by s (seconds), m (minutes), or h (hours).'
-        })
-        .default('5s'),
-      wait_timeout: z
-        .string()
-        .describe(
-          'Time to wait for new activity on a connection before closing it and removing it from the pool (s for seconds, m for minutes, h for hours).'
-        )
-        .refine(isGoDuration, {
-          message:
-            'Invalid duration format. Should be a number followed by s (seconds), m (minutes), or h (hours).'
-        })
-        .default('5s'),
-      auth_protocol: z.enum(['login', 'cram', 'plain', 'none']).default('plain').optional(),
-    })
-    .describe('SMTP server')
+    read_interval: z.string().min(1, 'Required').refine(isGoDuration)
+  }),
+
+  smtp: z.object({
+    host: z.string().min(1, 'Required'),
+    port: z.number().min(1).max(65535),
+    username: z.string().min(1, 'Required'),
+    password: z.string().min(1, 'Required'),
+    max_conns: z.number().min(1),
+    max_msg_retries: z.number().min(0).max(100),
+    idle_timeout: z.string().min(1, 'Required').refine(isGoDuration),
+    wait_timeout: z.string().min(1, 'Required').refine(isGoDuration),
+    tls_type: z.enum(['none', 'starttls', 'tls']),
+    tls_skip_verify: z.boolean().optional(),
+    hello_hostname: z.string().optional(),
+    auth_protocol: z.enum(['login', 'cram', 'plain', 'none'])
+  })
 })

frontend/src/features/admin/macros/ActionBuilder.vue

@@ -104,7 +104,7 @@
           <div v-if="action.type && config.actions[action.type]?.type === 'tag'">
             <SelectTag
               v-model="action.value"
-              :items="tagsStore.tagNames"
+              :items="tagsStore.tagNames.map((tag) => ({ label: tag, value: tag }))"
               placeholder="Select tag"
             />
           </div>

frontend/src/features/admin/notification/NotificationSettingForm.vue

@@ -152,6 +152,55 @@
       </FormItem>
     </FormField>
 
+    <!-- HELO Hostname Field -->
+    <FormField v-slot="{ componentField }" name="hello_hostname">
+      <FormItem>
+        <FormLabel>HELO Hostname</FormLabel>
+        <FormControl>
+          <Input type="text" placeholder="smtp.example.com" v-bind="componentField" />
+        </FormControl>
+        <FormDescription>
+          The hostname to use in the HELO/EHLO command. If not set, defaults to localhost.
+        </FormDescription>
+        <FormMessage />
+      </FormItem>
+    </FormField>
+
+    <!-- TLS Type Field -->
+    <FormField v-slot="{ componentField }" name="tls_type">
+      <FormItem>
+        <FormLabel>TLS</FormLabel>
+        <FormControl>
+          <Select v-bind="componentField" v-model="componentField.modelValue">
+            <SelectTrigger>
+              <SelectValue placeholder="Select a TLS type" />
+            </SelectTrigger>
+            <SelectContent>
+              <SelectGroup>
+                <SelectItem value="none">Off</SelectItem>
+                <SelectItem value="tls">SSL/TLS</SelectItem>
+                <SelectItem value="starttls">STARTTLS</SelectItem>
+              </SelectGroup>
+            </SelectContent>
+          </Select>
+        </FormControl>
+        <FormMessage />
+      </FormItem>
+    </FormField>
+
+    <!-- Skip TLS Verification Field -->
+    <FormField v-slot="{ componentField, handleChange }" name="tls_skip_verify">
+      <FormItem class="flex flex-row items-center justify-between box p-4">
+        <div class="space-y-0.5">
+          <FormLabel class="text-base">Skip TLS Verification</FormLabel>
+          <FormDescription> Skip hostname check on the TLS certificate. </FormDescription>
+        </div>
+        <FormControl>
+          <Switch :checked="componentField.modelValue" @update:checked="handleChange" />
+        </FormControl>
+      </FormItem>
+    </FormField>
+
     <Button type="submit" :isLoading="isLoading"> {{ submitLabel }} </Button>
   </form>
 </template>
@@ -179,6 +228,7 @@ import {
   SelectValue
 } from '@/components/ui/select'
 import { Checkbox } from '@/components/ui/checkbox'
+import { Switch } from '@/components/ui/switch'
 import { Label } from '@/components/ui/label'
 import { Input } from '@/components/ui/input'
 

frontend/src/features/admin/notification/formSchema.js

@@ -66,5 +66,8 @@ export const smtpConfigSchema = z.object({
             message: 'Max message retries must be at most 100.'
         })
         .describe('Maximum message retries')
-        .default(2)
+        .default(2),
+    hello_hostname: z.string().optional(),
+    tls_type: z.enum(['none', 'starttls', 'tls']),
+    tls_skip_verify: z.boolean().optional(),
 });

frontend/src/features/admin/sla/SLAForm.vue

@@ -37,14 +37,187 @@
       <FormItem>
         <FormLabel>Resolution time</FormLabel>
         <FormControl>
-          <Input type="text" placeholder="4h" v-bind="componentField" />
+          <Input type="text" placeholder="24h" v-bind="componentField" />
         </FormControl>
         <FormDescription> Duration in hours or minutes to resolve a conversation. </FormDescription>
         <FormMessage />
       </FormItem>
     </FormField>
 
-    <Button type="submit" :disabled="isLoading" :isLoading="isLoading">{{ submitLabel }}</Button>
+    <!-- Notifications Section -->
+    <div class="space-y-6">
+      <div class="flex items-center justify-between pb-3 border-b">
+        <div class="space-y-1">
+          <h3 class="text-lg font-semibold text-foreground">Alert Configuration</h3>
+          <p class="text-sm text-muted-foreground">Set up notification triggers and recipients</p>
+        </div>
+        <div class="flex gap-2">
+          <Button type="button" variant="outline" size="sm" @click="addNotification('breach')">
+            <Plus class="w-4 h-4 mr-2" />
+            Add Breach
+          </Button>
+          <Button type="button" variant="outline" size="sm" @click="addNotification('warning')">
+            <Plus class="w-4 h-4 mr-2" />
+            Add Warning
+          </Button>
+        </div>
+      </div>
+
+      <!-- Notifications List -->
+      <div v-if="form.values.notifications?.length > 0" class="space-y-3">
+        <div
+          v-for="(notification, index) in form.values.notifications"
+          :key="index"
+          class="group relative p-5 box bg-background transition-all hover:border-foreground/20"
+        >
+          <FormField :name="`notifications.${index}.type`" v-slot="{ componentField }">
+            <Input v-bind="componentField" type="hidden" />
+          </FormField>
+
+          <!-- Card Header -->
+          <div class="flex items-center justify-between mb-5">
+            <div class="flex items-center gap-3">
+              <span
+                class="flex items-center justify-center w-8 h-8 rounded-lg"
+                :class="{
+                  'bg-red-100/80 text-red-600': notification.type === 'breach',
+                  'bg-amber-100/80 text-amber-600': notification.type === 'warning'
+                }"
+              >
+                <CircleAlert size="18" v-if="notification.type === 'warning'" />
+                <Timer size="18" v-else />
+              </span>
+              <div>
+                <div class="font-medium text-foreground">
+                  {{ notification.type === 'warning' ? 'Warning' : 'Breach' }} Notification
+                </div>
+                <p class="text-xs text-muted-foreground">
+                  {{ notification.type === 'warning' ? 'Pre-breach alert' : 'Post-breach action' }}
+                </p>
+              </div>
+            </div>
+            <Button
+              variant="ghost"
+              size="sm"
+              @click.prevent="removeNotification(index)"
+              class="opacity-70 hover:opacity-100 text-muted-foreground hover:text-foreground"
+            >
+              <X class="w-4 h-4" />
+            </Button>
+          </div>
+
+          <!-- Configuration Fields -->
+          <div class="grid gap-5 md:grid-cols-2">
+            <!-- Timing Section -->
+            <div class="space-y-3">
+              <div class="space-y-6">
+                <FormField
+                  :name="`notifications.${index}.time_delay_type`"
+                  v-slot="{ componentField }"
+                  v-if="notification.type === 'breach'"
+                >
+                  <FormItem>
+                    <FormLabel class="flex items-center gap-1.5 text-sm font-medium">
+                      <Clock class="w-4 h-4 text-muted-foreground" />
+                      Trigger Timing
+                    </FormLabel>
+                    <FormControl>
+                      <Select v-bind="componentField" class="hover:border-foreground/30">
+                        <SelectTrigger class="w-full">
+                          <SelectValue />
+                        </SelectTrigger>
+                        <SelectContent>
+                          <SelectGroup>
+                            <SelectItem value="immediately" class="focus:bg-accent">
+                              Immediately on breach
+                            </SelectItem>
+                            <SelectItem value="after" class="focus:bg-accent">
+                              After specific duration
+                            </SelectItem>
+                          </SelectGroup>
+                        </SelectContent>
+                      </Select>
+                    </FormControl>
+                  </FormItem>
+                </FormField>
+
+                <FormField :name="`notifications.${index}.time_delay`" v-slot="{ componentField }">
+                  <FormItem v-if="shouldShowTimeDelay(index)">
+                    <FormLabel class="flex items-center gap-1.5 text-sm font-medium">
+                      <Hourglass class="w-4 h-4 text-muted-foreground" />
+                      {{ notification.type === 'warning' ? 'Advance Warning' : 'Follow-up Delay' }}
+                    </FormLabel>
+                    <FormControl>
+                      <Select v-bind="componentField" class="hover:border-foreground/30">
+                        <SelectTrigger class="w-full">
+                          <SelectValue placeholder="Select duration..." />
+                        </SelectTrigger>
+                        <SelectContent>
+                          <SelectGroup>
+                            <SelectItem
+                              v-for="duration in delayDurations"
+                              :key="duration"
+                              :value="duration"
+                              class="focus:bg-accent"
+                            >
+                              {{ duration }}
+                            </SelectItem>
+                          </SelectGroup>
+                        </SelectContent>
+                      </Select>
+                    </FormControl>
+                    <FormMessage />
+                  </FormItem>
+                </FormField>
+              </div>
+            </div>
+
+            <!-- Recipients Section -->
+            <div class="space-y-3">
+              <FormField
+                :name="`notifications.${index}.recipients`"
+                v-slot="{ componentField, handleChange }"
+              >
+                <FormItem>
+                  <FormLabel class="flex items-center gap-1.5 text-sm font-medium">
+                    <Users class="w-4 h-4 text-muted-foreground" />
+                    Notification Recipients
+                  </FormLabel>
+                  <FormControl>
+                    <SelectTag
+                      :items="
+                        usersStore.options.concat({
+                          label: 'Assigned user',
+                          value: 'assigned_user'
+                        })
+                      "
+                      placeholder="Start typing to search..."
+                      v-model="componentField.modelValue"
+                      @update:modelValue="handleChange"
+                      class="w-full hover:border-foreground/30"
+                    />
+                  </FormControl>
+                  <FormMessage />
+                </FormItem>
+              </FormField>
+            </div>
+          </div>
+        </div>
+      </div>
+
+      <!-- Empty State -->
+      <div
+        v-else
+        class="flex flex-col items-center justify-center p-8 space-y-3 rounded-xl bg-muted/30 border border-dashed"
+      >
+        <Bell class="w-8 h-8 text-muted-foreground" />
+        <p class="text-sm text-muted-foreground">No active notifications configured</p>
+      </div>
+    </div>
+
+    <Button type="submit" :disabled="isLoading" :isLoading="isLoading" class="mt-6">
+      {{ submitLabel }}
+    </Button>
   </form>
 </template>
 
@@ -52,8 +225,10 @@
 import { watch } from 'vue'
 import { useForm } from 'vee-validate'
 import { toTypedSchema } from '@vee-validate/zod'
-import { formSchema } from './formSchema.js'
+import { formSchema } from './formSchema'
 import { Button } from '@/components/ui/button'
+import { X, Plus, Timer, CircleAlert, Users, Clock, Hourglass, Bell } from 'lucide-vue-next'
+import { useUsersStore } from '@/stores/users'
 import {
   FormControl,
   FormField,
@@ -62,12 +237,21 @@ import {
   FormMessage,
   FormDescription
 } from '@/components/ui/form'
+import {
+  Select,
+  SelectContent,
+  SelectGroup,
+  SelectItem,
+  SelectTrigger,
+  SelectValue
+} from '@/components/ui/select'
+import { SelectTag } from '@/components/ui/select'
 import { Input } from '@/components/ui/input'
 
 const props = defineProps({
   initialValues: {
     type: Object,
-    required: false
+    default: () => ({})
   },
   submitForm: {
     type: Function,
@@ -75,30 +259,115 @@ const props = defineProps({
   },
   submitLabel: {
     type: String,
-    required: false,
-    default: () => 'Save'
+    default: 'Save'
   },
   isLoading: {
     type: Boolean,
-    required: false
+    default: false
   }
 })
 
+const usersStore = useUsersStore()
+
+const delayDurations = [
+  '5m',
+  '10m',
+  '15m',
+  '30m',
+  '45m',
+  '1h',
+  '2h',
+  '3h',
+  '4h',
+  '5h',
+  '6h',
+  '7h',
+  '8h',
+  '9h',
+  '10h',
+  '11h',
+  '12h'
+]
+
 const form = useForm({
   validationSchema: toTypedSchema(formSchema),
-  initialValues: props.initialValues
+  initialValues: {
+    name: '',
+    description: '',
+    first_response_time: '',
+    resolution_time: '',
+    notifications: []
+  }
 })
 
-const onSubmit = form.handleSubmit((values) => {
-  props.submitForm(values)
-})
+const shouldShowTimeDelay = (index) => {
+  const notification = form.values.notifications?.[index]
+  if (!notification) return false
+  return notification.type === 'warning' || notification.time_delay_type === 'after'
+}
+
+const addNotification = (type) => {
+  const notifications = [...form.values.notifications || []]
+  notifications.push({
+    type: type,
+    time_delay_type: type === 'warning' ? 'before' : 'immediately',
+    time_delay: type === 'warning' ? '10m' : '',
+    recipients: []
+  })
+  form.setFieldValue('notifications', notifications)
+}
+
+const removeNotification = (index) => {
+  const notifications = [...form.values.notifications]
+  notifications.splice(index, 1)
+  console.log("Notifications", notifications)
+  form.setFieldValue('notifications', notifications)
+}
 
 watch(
   () => props.initialValues,
   (newValues) => {
-    if (!newValues || Object.keys(newValues).length === 0) return
-    form.setValues(newValues)
+    if (!newValues || Object.keys(newValues).length === 0) {
+      form.resetForm()
+      return
+    }
+
+    const transformedNotifications = (newValues.notifications || []).map((notification) => ({
+      ...notification,
+      time_delay_type:
+        notification.type === 'warning'
+          ? 'before'
+          : notification.time_delay
+            ? 'after'
+            : 'immediately'
+    }))
+
+    form.setValues({
+      ...newValues,
+      notifications: transformedNotifications
+    })
   },
-  { deep: true, immediate: true }
+  { immediate: true, deep: true }
 )
+
+const onSubmit = form.handleSubmit((values) => {
+  const payload = {
+    ...values,
+    notifications: values.notifications.map((notification) => ({
+      ...notification,
+      time_delay: notification.time_delay_type === 'immediately' ? '' : notification.time_delay
+    }))
+  }
+  props.submitForm(payload)
+})
+
+// watch(
+//   () => form.errors,
+//   (errors) => {
+//     if (Object.keys(errors).length > 0) {
+//       console.log('Form has errors', errors)
+//     }
+//   },
+//   { deep: true }
+// )
 </script>

frontend/src/features/admin/sla/formSchema.js

@@ -5,15 +5,11 @@ export const formSchema = z.object({
     name: z
         .string()
         .min(1, { message: 'Name is required' })
-        .max(255, {
-            message: 'Name must be at most 255 characters.'
-        }),
+        .max(255, { message: 'Name must be at most 255 characters.' }),
     description: z
         .string()
         .min(1, { message: 'Description is required' })
-        .max(255, {
-            message: 'Description must be at most 255 characters.'
-        }),
+        .max(255, { message: 'Description must be at most 255 characters.' }),
     first_response_time: z.string().refine(isGoHourMinuteDuration, {
         message:
             'Invalid duration format. Should be a number followed by h (hours), m (minutes).'
@@ -22,4 +18,37 @@ export const formSchema = z.object({
         message:
             'Invalid duration format. Should be a number followed by h (hours), m (minutes).'
     }),
+    notifications: z
+        .array(
+            z
+                .object({
+                    type: z.enum(['breach', 'warning']),
+                    time_delay_type: z.enum(['immediately', 'after', 'before']),
+                    time_delay: z.string().optional(),
+                    recipients: z
+                        .array(z.string())
+                        .min(1, { message: 'At least one recipient is required' })
+                })
+                .superRefine((obj, ctx) => {
+                    if (obj.time_delay_type !== 'immediately') {
+                        if (!obj.time_delay || obj.time_delay === '') {
+                            ctx.addIssue({
+                                code: z.ZodIssueCode.custom,
+                                message:
+                                    'Delay is required',
+                                path: ['time_delay']
+                            })
+                        } else if (!isGoHourMinuteDuration(obj.time_delay)) {
+                            ctx.addIssue({
+                                code: z.ZodIssueCode.custom,
+                                message:
+                                    'Invalid duration format. Should be a number followed by h (hours), m (minutes).',
+                                path: ['time_delay']
+                            })
+                        }
+                    }
+                })
+        )
+        .optional()
+        .default([])
 })

frontend/src/features/admin/tags/TagsForm.vue

@@ -4,7 +4,7 @@
             <FormItem>
                 <FormLabel>Name</FormLabel>
                 <FormControl>
-                    <Input type="text" placeholder="billing, order" v-bind="componentField" />
+                    <Input type="text" placeholder="billing" v-bind="componentField" />
                 </FormControl>
                 <FormDescription></FormDescription>
                 <FormMessage />

frontend/src/features/admin/tags/dataTableDropdown.vue

@@ -34,7 +34,8 @@
       <AlertDialogHeader>
         <AlertDialogTitle>Are you absolutely sure?</AlertDialogTitle>
         <AlertDialogDescription>
-          This action cannot be undone. This will permanently the tag.
+          This action cannot be undone. This will permanently delete the tag and
+          <strong>remove it from all conversations.</strong>
         </AlertDialogDescription>
       </AlertDialogHeader>
       <AlertDialogFooter>
@@ -75,7 +76,7 @@ import {
   AlertDialogDescription,
   AlertDialogFooter,
   AlertDialogHeader,
-  AlertDialogTitle,
+  AlertDialogTitle
 } from '@/components/ui/alert-dialog'
 import { useEmitter } from '@/composables/useEmitter'
 import { EMITTER_EVENTS } from '@/constants/emitterEvents.js'
@@ -84,7 +85,7 @@ import api from '@/api/index.js'
 
 const dialogOpen = ref(false)
 const alertOpen = ref(false)
-const emit = useEmitter()
+const emitter = useEmitter()
 
 const props = defineProps({
   tag: {
@@ -103,6 +104,10 @@ const form = useForm({
 
 const onSubmit = form.handleSubmit(async (values) => {
   await api.updateTag(props.tag.id, values)
+  emitter.emit(EMITTER_EVENTS.SHOW_TOAST, {
+    title: 'Success',
+    description: 'Tag updated successfully'
+  })
   dialogOpen.value = false
   emitRefreshTagsList()
 })
@@ -118,7 +123,7 @@ const deleteTag = async () => {
 }
 
 const emitRefreshTagsList = () => {
-  emit.emit(EMITTER_EVENTS.REFRESH_LIST, {
+  emitter.emit(EMITTER_EVENTS.REFRESH_LIST, {
     model: 'tags'
   })
 }

frontend/src/features/admin/teams/TeamForm.vue

@@ -57,8 +57,8 @@
           <Input type="number" placeholder="0" v-bind="componentField" />
         </FormControl>
         <FormDescription>
-          Maximum number of active conversations that can be auto-assigned to an agent at once.
-          Conversations in "Resolved" or "Closed" states do not count toward this limit. Set to 0
+          Maximum number of conversations that can be auto-assigned to an agent,
+          conversations in "Resolved" or "Closed" states do not count toward this limit. Set to 0
           for unlimited.
         </FormDescription>
         <FormMessage />
@@ -75,8 +75,8 @@
             </SelectTrigger>
             <SelectContent>
               <SelectGroup>
-                <SelectItem v-for="timezone in timezones" :key="timezone" :value="timezone">
-                  {{ timezone }}
+                <SelectItem v-for="(value, label) in timeZones" :key="value" :value="value">
+                  {{ label }}
                 </SelectItem>
               </SelectGroup>
             </SelectContent>
@@ -145,7 +145,7 @@
 </template>
 
 <script setup>
-import { ref, watch, computed, onMounted } from 'vue'
+import { ref, watch, onMounted } from 'vue'
 import { onClickOutside } from '@vueuse/core'
 import { Button } from '@/components/ui/button'
 import { useForm } from 'vee-validate'
@@ -174,14 +174,13 @@ import EmojiPicker from 'vue3-emoji-picker'
 import 'vue3-emoji-picker/css'
 import { handleHTTPError } from '@/utils/http'
 import { useSlaStore } from '@/stores/sla'
+import { timeZones } from '@/constants/timezones.js'
 import api from '@/api'
 
 const emitter = useEmitter()
 const slaStore = useSlaStore()
-const timezones = computed(() => Intl.supportedValuesOf('timeZone'))
 const assignmentTypes = ['Round robin', 'Manual']
 const businessHours = ref([])
-const slaPolicies = ref([])
 
 const props = defineProps({
   initialValues: { type: Object, required: false },

frontend/src/features/admin/templates/TemplateForm.vue

@@ -32,7 +32,7 @@
           <CodeEditor
             v-model="componentField.modelValue"
             @update:modelValue="handleChange"
-          ></CodeEditor>
+          />
         </FormControl>
         <FormDescription v-if="isOutgoingTemplate">
           {{ `Make sure the template has \{\{ template "content" . \}\} only once.` }}

frontend/src/features/admin/users/UserForm.vue

@@ -30,23 +30,21 @@
       </FormItem>
     </FormField>
 
-    <FormField v-slot="{ componentField }" name="teams">
+    <FormField v-slot="{ componentField , handleChange }" name="teams">
       <FormItem v-auto-animate>
         <FormLabel>Teams</FormLabel>
         <FormControl>
-          <SelectTag :items="teamNames" placeholder="Select teams" v-bind="componentField">
-          </SelectTag>
+          <SelectTag :items="teamOptions" placeholder="Select teams" v-model="componentField.modelValue" @update:modelValue="handleChange"/>
         </FormControl>
         <FormMessage />
       </FormItem>
     </FormField>
 
-    <FormField v-slot="{ componentField }" name="roles">
+    <FormField v-slot="{ componentField, handleChange }" name="roles">
       <FormItem v-auto-animate>
         <FormLabel>Roles</FormLabel>
         <FormControl>
-          <SelectTag :items="roleNames" placeholder="Select roles" v-bind="componentField">
-          </SelectTag>
+          <SelectTag :items="roleOptions" placeholder="Select roles" v-model="componentField.modelValue" @update:modelValue="handleChange"/>
         </FormControl>
         <FormMessage />
       </FormItem>
@@ -142,8 +140,8 @@ onMounted(async () => {
   }
 })
 
-const teamNames = computed(() => teams.value.map((team) => team.name))
-const roleNames = computed(() => roles.value.map((role) => role.name))
+const teamOptions = computed(() => teams.value.map((team) => ({ label: team.name, value: team.name })))
+const roleOptions = computed(() => roles.value.map((role) => ({ label: role.name, value: role.name })))
 
 const form = useForm({
   validationSchema: toTypedSchema(userFormSchema)

frontend/src/features/admin/users/formSchema.js

@@ -21,7 +21,7 @@ export const userFormSchema = z.object({
 
   send_welcome_email: z.boolean().optional(),
 
-  teams: z.array(z.string()).optional(),
+  teams: z.array(z.string()).default([]),
 
   roles: z.array(z.string()).min(1, 'Please select at least one role.'),
 

frontend/src/features/command/CommandBox.vue

@@ -2,7 +2,7 @@
   <CommandDialog
     :open="open"
     @update:open="handleOpenChange"
-    class="z-[51] !min-w-[50vw] !min-h-[60vh]"
+    class="transform-gpu z-[51] !min-w-[50vw] !min-h-[60vh]"
   >
     <CommandInput placeholder="Type a command or search..." @keydown="onInputKeydown" />
     <CommandList class="!min-h-[60vh] !min-w-[50vw]">

frontend/src/features/conversation/ConversationTextEditor.vue

@@ -62,6 +62,28 @@
         >
           <ListOrdered size="14" />
         </Button>
+        <Button
+          size="sm"
+          variant="ghost"
+          @click.prevent="openLinkModal"
+          :class="{ 'bg-gray-200': editor?.isActive('link') }"
+        >
+          <LinkIcon size="14" />
+        </Button>
+        <div v-if="showLinkInput" class="flex space-x-2 p-2 bg-white border rounded-lg">
+          <input
+            v-model="linkUrl"
+            type="text"
+            placeholder="Enter link URL"
+            class="border p-1 text-sm"
+          />
+          <Button size="sm" @click="setLink">
+            <Check size="14" />
+          </Button>
+          <Button size="sm" @click="unsetLink">
+            <X size="14" />
+          </Button>
+        </div>
       </div>
     </BubbleMenu>
     <EditorContent :editor="editor" class="native-html" />
@@ -71,7 +93,17 @@
 <script setup>
 import { ref, watch, watchEffect, onUnmounted } from 'vue'
 import { useEditor, EditorContent, BubbleMenu } from '@tiptap/vue-3'
-import { ChevronDown, Bold, Italic, Bot, List, ListOrdered } from 'lucide-vue-next'
+import {
+  ChevronDown,
+  Bold,
+  Italic,
+  Bot,
+  List,
+  ListOrdered,
+  Link as LinkIcon,
+  Check,
+  X
+} from 'lucide-vue-next'
 import { Button } from '@/components/ui/button'
 import {
   DropdownMenu,
@@ -83,6 +115,10 @@ import Placeholder from '@tiptap/extension-placeholder'
 import Image from '@tiptap/extension-image'
 import StarterKit from '@tiptap/starter-kit'
 import Link from '@tiptap/extension-link'
+import Table from '@tiptap/extension-table'
+import TableRow from '@tiptap/extension-table-row'
+import TableCell from '@tiptap/extension-table-cell'
+import TableHeader from '@tiptap/extension-table-header'
 
 const selectedText = defineModel('selectedText', { default: '' })
 const textContent = defineModel('textContent')
@@ -90,6 +126,8 @@ const htmlContent = defineModel('htmlContent')
 const isBold = defineModel('isBold')
 const isItalic = defineModel('isItalic')
 const cursorPosition = defineModel('cursorPosition', { default: 0 })
+const showLinkInput = ref(false)
+const linkUrl = ref('')
 
 const props = defineProps({
   placeholder: String,
@@ -109,13 +147,58 @@ const emitPrompt = (key) => emit('aiPromptSelected', key)
 
 const getSelectionText = (from, to, doc) => doc.textBetween(from, to)
 
+// To preseve the table styling in emails, need to set the table style inline.
+// Created these custom extensions to set the table style inline.
+const CustomTable = Table.extend({
+  addAttributes() {
+    return {
+      ...this.parent?.(),
+      style: {
+        parseHTML: (element) =>
+          (element.getAttribute('style') || '') + ' border: 1px solid #dee2e6 !important; width: 100%; margin:0; table-layout: fixed; border-collapse: collapse; position:relative; border-radius: 0.25rem;'
+      }
+    }
+  }
+})
+
+const CustomTableCell = TableCell.extend({
+  addAttributes() {
+    return {
+      ...this.parent?.(),
+      style: {
+        parseHTML: (element) =>
+          (element.getAttribute('style') || '') +
+          ' border: 1px solid #dee2e6 !important; box-sizing: border-box !important; min-width: 1em !important; padding: 6px 8px !important; vertical-align: top !important;'
+      }
+    }
+  }
+})
+
+const CustomTableHeader = TableHeader.extend({
+  addAttributes() {
+    return {
+      ...this.parent?.(),
+      style: {
+        parseHTML: (element) =>
+          (element.getAttribute('style') || '') +
+          ' background-color: #f8f9fa !important; color: #212529 !important; font-weight: bold !important; text-align: left !important; border: 1px solid #dee2e6 !important; padding: 6px 8px !important;'
+      }
+    }
+  }
+})
+
 const editorConfig = {
   extensions: [
-    // Lists are unstyled in tailwind, so need to add classes to them.
     StarterKit.configure(),
     Image.configure({ HTMLAttributes: { class: 'inline-image' } }),
     Placeholder.configure({ placeholder: () => props.placeholder }),
-    Link
+    Link,
+    CustomTable.configure({
+      resizable: false
+    }),
+    TableRow,
+    CustomTableCell,
+    CustomTableHeader
   ],
   autofocus: true,
   editorProps: {
@@ -246,6 +329,27 @@ const toggleOrderedList = () => {
     editor.value.chain().focus().toggleOrderedList().run()
   }
 }
+
+const openLinkModal = () => {
+  if (editor.value?.isActive('link')) {
+    linkUrl.value = editor.value.getAttributes('link').href
+  } else {
+    linkUrl.value = ''
+  }
+  showLinkInput.value = true
+}
+
+const setLink = () => {
+  if (linkUrl.value) {
+    editor.value?.chain().focus().extendMarkRange('link').setLink({ href: linkUrl.value }).run()
+  }
+  showLinkInput.value = false
+}
+
+const unsetLink = () => {
+  editor.value?.chain().focus().unsetLink().run()
+  showLinkInput.value = false
+}
 </script>
 
 <style lang="scss">
@@ -277,8 +381,14 @@ const toggleOrderedList = () => {
   max-width: 100%;
 }
 
-// Anchor tag styling
 .tiptap {
+  // Table styling
+  .tableWrapper {
+    margin: 1.5rem 0;
+    overflow-x: auto;
+  }
+
+  // Anchor tag styling
   a {
     color: #0066cc;
     cursor: pointer;

frontend/src/features/conversation/CreateConversation.vue

@@ -234,6 +234,7 @@ import { ref, defineModel, watch } from 'vue'
 import { EMITTER_EVENTS } from '@/constants/emitterEvents.js'
 import { useEmitter } from '@/composables/useEmitter'
 import ComboBox from '@/components/ui/combobox/ComboBox.vue'
+import { Users } from 'lucide-vue-next'
 import { handleHTTPError } from '@/utils/http'
 import { useInboxStore } from '@/stores/inbox'
 import { useUsersStore } from '@/stores/users'

frontend/src/features/conversation/ReplyBox.vue

@@ -38,6 +38,7 @@
     <Dialog :open="isEditorFullscreen" @update:open="isEditorFullscreen = false">
       <DialogContent
         class="max-w-[70%] max-h-[70%] h-[70%] bg-card text-card-foreground p-4 flex flex-col"
+        :class="{ '!bg-[#FEF1E1]': messageType === 'private_note' }"
         @escapeKeyDown="isEditorFullscreen = false"
         :hide-close-button="true"
       >
@@ -85,6 +86,7 @@
     <!-- Main Editor non-fullscreen -->
     <div
       class="bg-card text-card-foreground box m-2 px-2 pt-2 flex flex-col"
+      :class="{ '!bg-[#FEF1E1]': messageType === 'private_note' }"
       v-if="!isEditorFullscreen"
     >
       <ReplyBoxContent
@@ -393,7 +395,6 @@ const processSend = async () => {
         })
       }
     }
-
   } catch (error) {
     hasAPIErrored = true
     emitter.emit(EMITTER_EVENTS.SHOW_TOAST, {

frontend/src/features/conversation/ReplyBoxContent.vue

@@ -6,7 +6,7 @@
       class="flex justify-between items-center"
       :class="{ 'mb-4': !isFullscreen, 'border-b border-border pb-4': isFullscreen }"
     >
-      <Tabs v-model="messageType" class="rounded-lg">
+      <Tabs v-model="messageType" class="rounded-lg border">
         <TabsList class="bg-muted p-1 rounded-lg">
           <TabsTrigger
             value="reply"

frontend/src/features/conversation/list/ConversationListItem.vue

@@ -57,15 +57,15 @@
 
         <div class="flex items-center mt-2 space-x-2">
           <SlaBadge
-            v-if="conversation.first_response_due_at"
-            :dueAt="conversation.first_response_due_at"
+            v-if="conversation.first_response_deadline_at"
+            :dueAt="conversation.first_response_deadline_at"
             :actualAt="conversation.first_reply_at"
             :label="'FRD'"
             :showExtra="false"
           />
           <SlaBadge
-            v-if="conversation.resolution_due_at"
-            :dueAt="conversation.resolution_due_at"
+            v-if="conversation.resolution_deadline_at"
+            :dueAt="conversation.resolution_deadline_at"
             :actualAt="conversation.resolved_at"
             :label="'RD'"
             :showExtra="false"

frontend/src/features/conversation/message/ContactMessageBubble.vue

@@ -28,7 +28,7 @@
         <!-- Message Text -->
         <Letter
           :html="sanitizedMessageContent"
-          :allowedSchemas="['cid', 'https', 'http']"
+          :allowedSchemas="['cid', 'https', 'http', 'mailto']"
           class="mb-1 native-html"
           :class="{ 'mb-3': message.attachments.length > 0 }"
         />
@@ -72,6 +72,7 @@ import { useConversationStore } from '@/stores/conversation'
 import { Tooltip, TooltipContent, TooltipTrigger } from '@/components/ui/tooltip'
 import { Avatar, AvatarFallback, AvatarImage } from '@/components/ui/avatar'
 import { Letter } from 'vue-letter'
+import { useAppSettingsStore } from '@/stores/appSettings'
 import MessageAttachmentPreview from '@/features/conversation/message/attachment/MessageAttachmentPreview.vue'
 
 const props = defineProps({
@@ -79,18 +80,26 @@ const props = defineProps({
 })
 
 const convStore = useConversationStore()
+const settingsStore = useAppSettingsStore()
 const showQuotedText = ref(false)
 
 const getAvatar = computed(() => {
   return convStore.current?.contact?.avatar_url || ''
 })
-
 const sanitizedMessageContent = computed(() => {
-  const content = props.message.content || ''
-  return props.message.attachments.reduce(
+  let content = props.message.content || ''
+  const baseUrl = settingsStore.settings['app.root_url']
+
+  // Replace CID with URL for inline attachments from the message.
+  content = props.message.attachments.reduce(
     (acc, { content_id, url }) => acc.replace(new RegExp(`cid:${content_id}`, 'g'), url),
     content
   )
+
+  // Add base URL to all img src starting with /uploads/ as vue-letter does not allow relative URLs.
+  content = content.replace(/src="\/uploads\//g, `src="${baseUrl}/uploads/`)
+
+  return content
 })
 
 const hasQuotedContent = computed(() => sanitizedMessageContent.value.includes('<blockquote'))

frontend/src/features/conversation/sidebar/ConversationInfo.vue

@@ -27,8 +27,8 @@
     <div class="flex justify-start items-center space-x-2">
       <p class="font-medium">First reply at</p>
       <SlaBadge
-        v-if="conversation.first_response_due_at"
-        :dueAt="conversation.first_response_due_at"
+        v-if="conversation.first_response_deadline_at"
+        :dueAt="conversation.first_response_deadline_at"
         :actualAt="conversation.first_reply_at"
         :key="conversation.uuid"
       />
@@ -46,8 +46,8 @@
     <div class="flex justify-start items-center space-x-2">
       <p class="font-medium">Resolved at</p>
       <SlaBadge 
-        v-if="conversation.resolution_due_at"
-        :dueAt="conversation.resolution_due_at"
+        v-if="conversation.resolution_deadline_at"
+        :dueAt="conversation.resolution_deadline_at"
         :actualAt="conversation.resolved_at"
         :key="conversation.uuid"
       />

frontend/src/features/conversation/sidebar/ConversationSideBar.vue

@@ -117,7 +117,7 @@
           <SelectTag
             v-if="conversationStore.current"
             v-model="conversationStore.current.tags"
-            :items="tags"
+            :items="tags.map((tag) => ({ label: tag, value: tag }))"
             placeholder="Select tags"
           />
         </AccordionContent>

frontend/src/features/reports/DashboardLineChart.vue

@@ -1,5 +1,5 @@
 <template>
-  <LineChart :data="data" index="date" :categories="['New conversations', 'Resolved conversations', 'Messages sent']"
+  <LineChart :data="data" index="date" :categories="['New conversations', 'Resolved conversations']"
     :x-formatter="xFormatter" :y-formatter="yFormatter" />
 </template>
 

frontend/src/layouts/admin/AdminLayout.vue

@@ -1,7 +1,13 @@
 <template>
   <div class="overflow-y-auto h-screen">
     <div class="p-6 sm:p-8 min-h-full flex flex-col">
+      <div
+        class="flex flex-col items-center justify-center flex-grow"
+        v-if="$route.name === 'admin'"
+      >
+        <div>Select a section from the sidebar</div>
+      </div>
       <router-view class="flex-grow" />
     </div>
   </div>
-</template>
+</template>

frontend/src/router/index.js

@@ -155,12 +155,12 @@ const routes = [
       {
         path: '/admin',
         name: 'admin',
-        redirect: '/admin/general',
         component: AdminLayout,
         meta: { title: 'Admin' },
         children: [
           {
             path: 'general',
+            name: 'general',
             component: () => import('@/views/admin/general/General.vue'),
             meta: { title: 'General' }
           },
@@ -441,10 +441,8 @@ const routes = [
   },
   {
     path: '/:pathMatch(.*)*',
-    redirect: (to) => {
-      // TODO: Remove this alert and redirect to 404 page
-      alert(`Redirecting to overview from: ${to.fullPath}`)
-      return '/reports/overview'
+    redirect: () => {
+      return '/inboxes/assigned'
     }
   }
 ]

frontend/src/utils/strings.js

@@ -47,14 +47,14 @@ export const isGoHourMinuteDuration = (value) => {
 }
 
 const template = document.createElement('template')
-export function getTextFromHTML(htmlString) {
-    try {
-        template.innerHTML = htmlString
-        const text = template.content.textContent || template.content.innerText || ''
-        template.innerHTML = ''
-        return text.trim()
-    } catch (error) {
-        console.error('Error converting HTML to text:', error)
-        return ''
-    }
+export function getTextFromHTML (htmlString) {
+  try {
+    template.innerHTML = htmlString
+    const text = template.content.textContent || template.content.innerText || ''
+    template.innerHTML = ''
+    return text.trim()
+  } catch (error) {
+    console.error('Error converting HTML to text:', error)
+    return ''
+  }
 }

frontend/src/views/admin/automations/CreateOrEditRule.vue

@@ -71,19 +71,20 @@
             </FormField>
 
             <div :class="{ hidden: form.values.type !== 'conversation_update' }">
-              <FormField v-slot="{ componentField }" name="events">
+              <FormField v-slot="{ componentField, handleChange }" name="events">
                 <FormItem>
                   <FormLabel>Events</FormLabel>
                   <FormControl>
                     <SelectTag
-                      v-bind="componentField"
-                      :items="conversationEvents || []"
+                      v-model="componentField.modelValue"
+                      @update:modelValue="handleChange"
+                      :items="conversationEventOptions"
                       placeholder="Select events"
                     >
                     </SelectTag>
                   </FormControl>
                   <FormDescription>Evaluate rule on these events.</FormDescription>
-                  <FormMessage></FormMessage>
+                  <FormMessage />
                 </FormItem>
               </FormField>
             </div>
@@ -204,13 +205,13 @@ const rule = ref({
   ]
 })
 
-const conversationEvents = [
-  'conversation.user.assigned',
-  'conversation.team.assigned',
-  'conversation.priority.change',
-  'conversation.status.change',
-  'conversation.message.outgoing',
-  'conversation.message.incoming'
+const conversationEventOptions = [
+  { label: 'User assigned', value: 'conversation.user.assigned' },
+  { label: 'Team assigned', value: 'conversation.team.assigned' },
+  { label: 'Priority change', value: 'conversation.priority.change' },
+  { label: 'Status change', value: 'conversation.status.change' },
+  { label: 'Outgoing message', value: 'conversation.message.outgoing' },
+  { label: 'Incoming message', value: 'conversation.message.incoming' }
 ]
 
 const props = defineProps({

frontend/src/views/admin/sla/CreateEditSLA.vue

@@ -1,14 +1,18 @@
 <template>
-    <div class="mb-5">
-        <CustomBreadcrumb :links="breadcrumbLinks" />
-    </div>
-    <Spinner v-if="isLoading"></Spinner>
-    <SLAForm :initial-values="slaData" :submitForm="submitForm" :isNewForm="isNewForm"
-        :class="{ 'opacity-50 transition-opacity duration-300': isLoading }" :isLoading="formLoading" />
+  <div class="mb-5">
+    <CustomBreadcrumb :links="breadcrumbLinks" />
+  </div>
+  <Spinner v-if="isLoading"></Spinner>
+  <SLAForm
+    :initial-values="slaData"
+    :submitForm="submitForm"
+    :class="{ 'opacity-50 transition-opacity duration-300': isLoading }"
+    :isLoading="formLoading"
+  />
 </template>
 
 <script setup>
-import { onMounted, ref, computed } from 'vue'
+import { onMounted, ref } from 'vue'
 import api from '@/api'
 import SLAForm from '@/features/admin/sla/SLAForm.vue'
 import { useRouter } from 'vue-router'
@@ -24,68 +28,64 @@ const isLoading = ref(false)
 const formLoading = ref(false)
 const router = useRouter()
 const props = defineProps({
-    id: {
-        type: String,
-        required: false
-    }
+  id: {
+    type: String,
+    required: false
+  }
 })
 
 const submitForm = async (values) => {
-    try {
-        formLoading.value = true
-        if (props.id) {
-            await api.updateSLA(props.id, values)
-            emitter.emit(EMITTER_EVENTS.SHOW_TOAST, {
-                title: 'Success',
-                description: 'SLA updated successfully',
-            })
-        } else {
-            await api.createSLA(values)
-            emitter.emit(EMITTER_EVENTS.SHOW_TOAST, {
-                title: 'Success',
-                description: 'SLA created successfully',
-            })
-            router.push({ name: 'sla-list' })
-        }
-    } catch (error) {
-        emitter.emit(EMITTER_EVENTS.SHOW_TOAST, {
-            title: 'Could not save SLA',
-            variant: 'destructive',
-            description: handleHTTPError(error).message
-        })
-    } finally {
-        formLoading.value = false
+  try {
+    formLoading.value = true
+    if (props.id) {
+      await api.updateSLA(props.id, values)
+      emitter.emit(EMITTER_EVENTS.SHOW_TOAST, {
+        title: 'Success',
+        description: 'SLA updated successfully'
+      })
+    } else {
+      await api.createSLA(values)
+      emitter.emit(EMITTER_EVENTS.SHOW_TOAST, {
+        title: 'Success',
+        description: 'SLA created successfully'
+      })
+      router.push({ name: 'sla-list' })
     }
+  } catch (error) {
+    emitter.emit(EMITTER_EVENTS.SHOW_TOAST, {
+      title: 'Could not save SLA',
+      variant: 'destructive',
+      description: handleHTTPError(error).message
+    })
+  } finally {
+    formLoading.value = false
+  }
 }
 
 const breadCrumLabel = () => {
-    return props.id ? 'Edit' : 'New'
+  return props.id ? 'Edit' : 'New'
 }
 
-const isNewForm = computed(() => {
-    return props.id ? false : true
-})
-
 const breadcrumbLinks = [
-    { path: 'sla-list', label: 'SLA' },
-    { path: '', label: breadCrumLabel() }
+  { path: 'sla-list', label: 'SLA' },
+  { path: '', label: breadCrumLabel() }
 ]
 
 onMounted(async () => {
-    if (props.id) {
-        try {
-            isLoading.value = true
-            const resp = await api.getSLA(props.id)
-            slaData.value = resp.data.data
-        } catch (error) {
-            emitter.emit(EMITTER_EVENTS.SHOW_TOAST, {
-                title: 'Could not fetch SLA',
-                variant: 'destructive',
-                description: handleHTTPError(error).message
-            })
-        } finally {
-            isLoading.value = false
-        }
+  if (props.id) {
+    try {
+      isLoading.value = true
+      const resp = await api.getSLA(props.id)
+      slaData.value = resp.data.data
+    } catch (error) {
+      emitter.emit(EMITTER_EVENTS.SHOW_TOAST, {
+        title: 'Could not fetch SLA',
+        variant: 'destructive',
+        description: handleHTTPError(error).message
+      })
+    } finally {
+      isLoading.value = false
     }
+  }
 })
-</script>
+</script>

frontend/src/views/admin/tags/TagsView.vue

@@ -60,16 +60,17 @@ import { toTypedSchema } from '@vee-validate/zod'
 import { formSchema } from '../../../features/admin/tags/formSchema.js'
 import { useEmitter } from '@/composables/useEmitter'
 import { EMITTER_EVENTS } from '@/constants/emitterEvents.js'
+import { handleHTTPError } from '@/utils/http'
 import api from '@/api'
 
 const isLoading = ref(false)
 const tags = ref([])
-const emit = useEmitter()
+const emitter = useEmitter()
 const dialogOpen = ref(false)
 
 onMounted(() => {
   getTags()
-  emit.on(EMITTER_EVENTS.REFRESH_LIST, (data) => {
+  emitter.on(EMITTER_EVENTS.REFRESH_LIST, (data) => {
     if (data?.model === 'tags') getTags()
   })
 })
@@ -91,8 +92,16 @@ const onSubmit = form.handleSubmit(async (values) => {
     await api.createTag(values)
     dialogOpen.value = false
     getTags()
+    emitter.emit(EMITTER_EVENTS.SHOW_TOAST, {
+      title: 'Success',
+      description: 'Tag created successfully'
+    })
   } catch (error) {
-    console.error('Failed to create tag:', error)
+    emitter.emit(EMITTER_EVENTS.SHOW_TOAST, {
+      title: 'Error',
+      variant: 'destructive',
+      description: handleHTTPError(error).message
+    })
   } finally {
     isLoading.value = false
   }

frontend/src/views/reports/DashboardView.vue

@@ -138,8 +138,6 @@ const getDashboardCharts = async () => {
           chartData.value.new_conversations.find((item) => item.date === date)?.count || 0,
         'Resolved conversations':
           chartData.value.resolved_conversations.find((item) => item.date === date)?.count || 0,
-        'Messages sent':
-          chartData.value.messages_sent.find((item) => item.date === date)?.count || 0
       }))
 
       chartData.value.status_summary = resp.data.data.status_summary || []

frontend/src/views/search/SearchView.vue

@@ -28,7 +28,7 @@
         <div v-else class="mt-16 text-center">
           <h2 class="text-2xl font-semibold text-primary mb-4">Search conversations</h2>
           <p class="text-lg text-muted-foreground">
-            Search by reference number, messages, or any keywords related to your conversations.
+            Search by reference number, contact email address or messages in conversations.
           </p>
         </div>
       </div>

go.mod

@@ -24,9 +24,9 @@ require (
 	github.com/knadh/smtppool v1.1.0
 	github.com/knadh/stuffbin v1.3.0
 	github.com/lib/pq v1.10.9
-	github.com/mr-karan/balance v0.0.0-20230131075323-e0d55eb3e4b9
+	github.com/mr-karan/balance v0.0.0-20250317053523-d32c6ade6cf1
 	github.com/redis/go-redis/v9 v9.5.4
-	github.com/rhnvrm/simples3 v0.8.3
+	github.com/rhnvrm/simples3 v0.8.4
 	github.com/spf13/pflag v1.0.5
 	github.com/valyala/fasthttp v1.54.0
 	github.com/volatiletech/null/v9 v9.0.0

go.sum

@@ -124,8 +124,8 @@ github.com/mitchellh/copystructure v1.2.0 h1:vpKXTN4ewci03Vljg/q9QvCGUDttBOGBIa1
 github.com/mitchellh/copystructure v1.2.0/go.mod h1:qLl+cE2AmVv+CoeAwDPye/v+N2HKCj9FbZEVFJRxO9s=
 github.com/mitchellh/reflectwalk v1.0.2 h1:G2LzWKi524PWgd3mLHV8Y5k7s6XUvT0Gef6zxSIeXaQ=
 github.com/mitchellh/reflectwalk v1.0.2/go.mod h1:mSTlrgnPZtwu0c4WaC2kGObEpuNDbx0jmZXqmk4esnw=
-github.com/mr-karan/balance v0.0.0-20230131075323-e0d55eb3e4b9 h1:mQECODpWykYPwBg+ELr04Lwm/kSP6+2LPWmvVTwrTPo=
-github.com/mr-karan/balance v0.0.0-20230131075323-e0d55eb3e4b9/go.mod h1:YMjMm+2l1ye+v1MeuUJ1QPxXKzWp+x8iqg4vWuKB3Ao=
+github.com/mr-karan/balance v0.0.0-20250317053523-d32c6ade6cf1 h1:YYLFUQMdeCyUVUAxE/IkPbkDfOVkUl9mbBdwkzU4UbE=
+github.com/mr-karan/balance v0.0.0-20250317053523-d32c6ade6cf1/go.mod h1:YMjMm+2l1ye+v1MeuUJ1QPxXKzWp+x8iqg4vWuKB3Ao=
 github.com/olekukonko/tablewriter v0.0.5 h1:P2Ga83D34wi1o9J6Wh1mRuqd4mF/x/lgBS7N7AbDhec=
 github.com/olekukonko/tablewriter v0.0.5/go.mod h1:hPp6KlRPjbx+hW8ykQs1w3UBbZlj6HuIJcUGPhkA7kY=
 github.com/pelletier/go-toml v1.9.5 h1:4yBQzkHv+7BHq2PQUZF3Mx0IYxG7LsP222s7Agd3ve8=
@@ -136,8 +136,8 @@ github.com/pmezard/go-difflib v1.0.0 h1:4DBwDE0NGyQoBHbLQYPwSUPoCMWR5BEzIk/f1lZb
 github.com/pmezard/go-difflib v1.0.0/go.mod h1:iKH77koFhYxTK1pcRnkKkqfTogsbg7gZNVY4sRDYZ/4=
 github.com/redis/go-redis/v9 v9.5.4 h1:vOFYDKKVgrI5u++QvnMT7DksSMYg7Aw/Np4vLJLKLwY=
 github.com/redis/go-redis/v9 v9.5.4/go.mod h1:hdY0cQFCN4fnSYT6TkisLufl/4W5UIXyv0b/CLO2V2M=
-github.com/rhnvrm/simples3 v0.8.3 h1:6dS0EE/hMIkaJd9gJOoXZOwtQQqI4NJyk0jvtl86n28=
-github.com/rhnvrm/simples3 v0.8.3/go.mod h1:Y+3vYm2V7Y4VijFoJHHTrja6OgPrJ2cBti8dPGkC3sA=
+github.com/rhnvrm/simples3 v0.8.4 h1:w3lhMtL7Cqpi5T61gW03pPFCTHHMwtHCwczUowmLCvc=
+github.com/rhnvrm/simples3 v0.8.4/go.mod h1:Y+3vYm2V7Y4VijFoJHHTrja6OgPrJ2cBti8dPGkC3sA=
 github.com/rivo/uniseg v0.2.0/go.mod h1:J6wj4VEh+S6ZtnVlnTBMWIodfgj8LQOQFoIToxlJtxc=
 github.com/rivo/uniseg v0.4.4 h1:8TfxU8dW6PdqD27gjM8MVNuicgxIjxpm4K7x4jp8sis=
 github.com/rivo/uniseg v0.4.4/go.mod h1:FN3SvrM+Zdj16jyLfmOkMNblXMcoc8DfTHruCPUcx88=

internal/autoassigner/autoassigner.go

@@ -5,6 +5,7 @@ import (
 	"context"
 	"errors"
 	"fmt"
+	"math/rand"
 	"strconv"
 	"sync"
 	"time"
@@ -61,12 +62,11 @@ func New(teamStore teamStore, conversationStore conversationStore, systemUser um
 		systemUser:             systemUser,
 		lo:                     lo,
 		teamMaxAutoAssignments: make(map[int]int),
+		roundRobinBalancer:     make(map[int]*balance.Balance),
 	}
-	balancer, err := e.populateTeamBalancer()
-	if err != nil {
+	if err := e.populateTeamBalancer(); err != nil {
 		return nil, err
 	}
-	e.roundRobinBalancer = balancer
 	return &e, nil
 }
 
@@ -90,9 +90,11 @@ func (e *Engine) Run(ctx context.Context, autoAssignInterval time.Duration) {
 			if closed {
 				return
 			}
+			// Reload the balancer with latest team and user data.
 			if err := e.reloadBalancer(); err != nil {
 				e.lo.Error("error reloading balancer", "error", err)
 			}
+			// Start assigning conversations.
 			if err := e.assignConversations(); err != nil {
 				e.lo.Error("error assigning conversations", "error", err)
 			}
@@ -117,23 +119,19 @@ func (e *Engine) reloadBalancer() error {
 	e.balanceMu.Lock()
 	defer e.balanceMu.Unlock()
 
-	balancer, err := e.populateTeamBalancer()
+	err := e.populateTeamBalancer()
 	if err != nil {
 		e.lo.Error("error updating team balancer pool", "error", err)
 		return err
 	}
-	e.roundRobinBalancer = balancer
 	return nil
 }
 
 // populateTeamBalancer populates the team balancer pool with the team members.
-func (e *Engine) populateTeamBalancer() (map[int]*balance.Balance, error) {
-	var (
-		balancer   = make(map[int]*balance.Balance)
-		teams, err = e.teamStore.GetAll()
-	)
+func (e *Engine) populateTeamBalancer() error {
+	teams, err := e.teamStore.GetAll()
 	if err != nil {
-		return nil, err
+		return err
 	}
 
 	for _, team := range teams {
@@ -143,21 +141,51 @@ func (e *Engine) populateTeamBalancer() (map[int]*balance.Balance, error) {
 
 		users, err := e.teamStore.GetMembers(team.ID)
 		if err != nil {
-			return nil, err
+			e.lo.Error("error fetching team members", "team_id", team.ID, "error", err)
+			continue
 		}
 
-		// Add users to team's balancer pool.
+		// Shuffle users to prevent ordering bias, as every app restart will pick the same first user.
+		rand.New(rand.NewSource(time.Now().UnixNano())).Shuffle(len(users), func(i, j int) {
+			users[i], users[j] = users[j], users[i]
+		})
+
+		// Initialize team balancer if missing
+		if _, exists := e.roundRobinBalancer[team.ID]; !exists {
+			e.lo.Debug("creating new balancer for team", "team_id", team.ID)
+			e.roundRobinBalancer[team.ID] = balance.NewBalance()
+		}
+
+		balancer := e.roundRobinBalancer[team.ID]
+		existingUsers := make(map[string]struct{})
+
 		for _, user := range users {
-			if _, ok := balancer[team.ID]; !ok {
-				balancer[team.ID] = balance.NewBalance()
+			uid := strconv.Itoa(user.ID)
+			existingUsers[uid] = struct{}{}
+			if err := balancer.Add(uid, 1); err != nil {
+				if err != balance.ErrDuplicateID {
+					e.lo.Error("error adding user to balancer pool", "team_id", team.ID, "user_id", user.ID, "error", err)
+				}
+				continue
 			}
-			balancer[team.ID].Add(strconv.Itoa(user.ID), 1)
+			e.lo.Debug("added user to balancer pool", "team_id", team.ID, "user_id", user.ID)
 		}
 
-		// Set max auto assigned conversations for the team.
+		// Remove users no longer in the team
+		for _, id := range balancer.ItemIDs() {
+			if _, exists := existingUsers[id]; !exists {
+				if err := balancer.Remove(id); err != nil {
+					e.lo.Error("error removing user from balancer pool", "team_id", team.ID, "user_id", id, "error", err)
+				} else {
+					e.lo.Debug("removed user from balancer pool", "team_id", team.ID, "user_id", id)
+				}
+			}
+		}
+
+		// Set max auto assigned conversations for the team
 		e.teamMaxAutoAssignments[team.ID] = team.MaxAutoAssignedConversations
 	}
-	return balancer, nil
+	return nil
 }
 
 // assignConversations function fetches conversations that have been assigned to teams but not to any individual user,

internal/automation/automation.go

@@ -188,7 +188,7 @@ func (e *Engine) GetRule(id int) (models.RuleRecord, error) {
 			return rule, envelope.NewError(envelope.InputError, "Rule not found.", nil)
 		}
 		e.lo.Error("error fetching rule", "error", err)
-		return rule, envelope.NewError(envelope.GeneralError, "Error fetching automation rule.", nil)
+		return rule, envelope.NewError(envelope.GeneralError, "Error fetching automation rule", nil)
 	}
 	return rule, nil
 }
@@ -197,7 +197,7 @@ func (e *Engine) GetRule(id int) (models.RuleRecord, error) {
 func (e *Engine) ToggleRule(id int) error {
 	if _, err := e.q.ToggleRule.Exec(id); err != nil {
 		e.lo.Error("error toggling rule", "error", err)
-		return envelope.NewError(envelope.GeneralError, "Error toggling automation rule.", nil)
+		return envelope.NewError(envelope.GeneralError, "Error toggling automation rule", nil)
 	}
 	// Reload rules.
 	e.ReloadRules()
@@ -206,9 +206,12 @@ func (e *Engine) ToggleRule(id int) error {
 
 // UpdateRule updates an existing rule.
 func (e *Engine) UpdateRule(id int, rule models.RuleRecord) error {
-	if _, err := e.q.UpdateRule.Exec(id, rule.Name, rule.Description, rule.Type, pq.Array(rule.Events), rule.Rules, rule.Enabled); err != nil {
+	if rule.Events == nil {
+		rule.Events = pq.StringArray{}
+	}
+	if _, err := e.q.UpdateRule.Exec(id, rule.Name, rule.Description, rule.Type, rule.Events, rule.Rules, rule.Enabled); err != nil {
 		e.lo.Error("error updating rule", "error", err)
-		return envelope.NewError(envelope.GeneralError, "Error updating automation rule.", nil)
+		return envelope.NewError(envelope.GeneralError, "Error updating automation rule", nil)
 	}
 	// Reload rules.
 	e.ReloadRules()
@@ -217,9 +220,12 @@ func (e *Engine) UpdateRule(id int, rule models.RuleRecord) error {
 
 // CreateRule creates a new rule.
 func (e *Engine) CreateRule(rule models.RuleRecord) error {
-	if _, err := e.q.InsertRule.Exec(rule.Name, rule.Description, rule.Type, pq.Array(rule.Events), rule.Rules); err != nil {
+	if rule.Events == nil {
+		rule.Events = pq.StringArray{}
+	}
+	if _, err := e.q.InsertRule.Exec(rule.Name, rule.Description, rule.Type, rule.Events, rule.Rules); err != nil {
 		e.lo.Error("error creating rule", "error", err)
-		return envelope.NewError(envelope.GeneralError, "Error creating automation rule.", nil)
+		return envelope.NewError(envelope.GeneralError, "Error creating automation rule", nil)
 	}
 	// Reload rules.
 	e.ReloadRules()
@@ -230,7 +236,7 @@ func (e *Engine) CreateRule(rule models.RuleRecord) error {
 func (e *Engine) DeleteRule(id int) error {
 	if _, err := e.q.DeleteRule.Exec(id); err != nil {
 		e.lo.Error("error deleting rule", "error", err)
-		return envelope.NewError(envelope.GeneralError, "Error deleting automation rule.", nil)
+		return envelope.NewError(envelope.GeneralError, "Error deleting automation rule", nil)
 	}
 	// Reload rules.
 	e.ReloadRules()

internal/conversation/conversation.go

@@ -106,7 +106,7 @@ type mediaStore interface {
 	GetBlob(name string) ([]byte, error)
 	Attach(id int, model string, modelID int) error
 	GetByModel(id int, model string) ([]mmodels.Media, error)
-	ContentIDExists(contentID string) (bool, error)
+	ContentIDExists(contentID string) (bool, string, error)
 	Upload(fileName, contentType string, content io.ReadSeeker) (string, error)
 	UploadAndInsert(fileName, contentType, contentID string, modelType null.String, modelID null.Int, content io.ReadSeeker, fileSize int, disposition null.String, meta []byte) (mmodels.Media, error)
 }
@@ -449,11 +449,43 @@ func (c *Manager) UpdateConversationUserAssignee(uuid string, assigneeID int, ac
 
 // UpdateConversationTeamAssignee sets the assignee of a conversation to a specific team and sets the assigned user id to NULL.
 func (c *Manager) UpdateConversationTeamAssignee(uuid string, teamID int, actor umodels.User) error {
+	// Store previous assigned team ID to apply SLA policy if team has changed.
+	conversation, err := c.GetConversation(0, uuid)
+	if err != nil {
+		return err
+	}
+	previousAssignedTeamID := conversation.AssignedTeamID.Int
+
 	if err := c.UpdateAssignee(uuid, teamID, models.AssigneeTypeTeam); err != nil {
 		return envelope.NewError(envelope.GeneralError, "Error updating assignee", nil)
 	}
+
+	// Assignment successful, any errors now are non-critical and can be ignored by returning nil.
 	if err := c.RecordAssigneeTeamChange(uuid, teamID, actor); err != nil {
-		return envelope.NewError(envelope.GeneralError, "Error recording assignee change", nil)
+		return nil
+	}
+
+	// Apply SLA policy if team has changed and the new team has an SLA policy.
+	if previousAssignedTeamID != teamID && teamID > 0 {
+		team, err := c.teamStore.Get(teamID)
+		if err != nil {
+			return nil
+		}
+		if team.SLAPolicyID.Int > 0 {
+			systemUser, err := c.userStore.GetSystemUser()
+			if err != nil {
+				return nil
+			}
+
+			// Fetch the conversation again to get the updated assignee details.
+			conversation, err := c.GetConversation(0, uuid)
+			if err != nil {
+				return nil
+			}
+			if err := c.ApplySLA(conversation, team.SLAPolicyID.Int, systemUser); err != nil {
+				return nil
+			}
+		}
 	}
 	return nil
 }
@@ -540,7 +572,7 @@ func (c *Manager) UpdateConversationStatus(uuid string, statusID int, status, sn
 		return envelope.NewError(envelope.GeneralError, "Error recording status change", nil)
 	}
 
-	// Broadcast update using WS
+	// Broadcast updates using websocket.
 	c.BroadcastConversationUpdate(uuid, "status", status)
 	return nil
 }
@@ -610,7 +642,7 @@ func (c *Manager) GetDashboardChart(userID, teamID int) (json.RawMessage, error)
 	cond += " AND c.created_at >= NOW() - INTERVAL '90 days'"
 
 	// Apply the same condition across queries.
-	query := fmt.Sprintf(c.q.GetDashboardCharts, cond, cond, cond, cond)
+	query := fmt.Sprintf(c.q.GetDashboardCharts, cond, cond, cond)
 	if err := tx.Get(&stats, query, qArgs...); err != nil {
 		c.lo.Error("error fetching dashboard charts", "error", err)
 		return nil, envelope.NewError(envelope.GeneralError, "Error fetching dashboard charts", nil)
@@ -803,10 +835,10 @@ func (m *Manager) SendAssignedConversationEmail(userIDs []int, conversation mode
 		return fmt.Errorf("rendering template: %w", err)
 	}
 	nm := notifier.Message{
-		UserIDs:  userIDs,
-		Subject:  subject,
-		Content:  content,
-		Provider: notifier.ProviderEmail,
+		RecipientEmails: []string{agent.Email.String},
+		Subject:         subject,
+		Content:         content,
+		Provider:        notifier.ProviderEmail,
 	}
 	if err := m.notifier.Send(nm); err != nil {
 		m.lo.Error("error sending notification message", "error", err)

internal/conversation/message.go

@@ -208,9 +208,16 @@ func (m *Manager) sendOutgoingMessage(message models.Message) {
 		return
 	}
 
-	// Update status and first reply time
+	// Update status of the message.
 	m.UpdateMessageStatus(message.UUID, MessageStatusSent)
-	m.UpdateConversationFirstReplyAt(message.ConversationUUID, message.ConversationID, message.CreatedAt)
+
+	// Update first reply time if the sender is not the system user.
+	// All automated messages are sent by the system user.
+	if systemUser, err := m.userStore.GetSystemUser(); err == nil && message.SenderID != systemUser.ID {
+		m.UpdateConversationFirstReplyAt(message.ConversationUUID, message.ConversationID, time.Now())
+	} else if err != nil {
+		m.lo.Error("error fetching system user for updating first reply time", "error", err)
+	}
 }
 
 // RenderContentInTemplate renders message content in template.
@@ -563,22 +570,25 @@ func (m *Manager) processIncomingMessage(in models.IncomingMessage) error {
 		return err
 	}
 
-	// Evaluate automation rules for this conversation.
+	// Evaluate automation rules for new conversation.
 	if isNewConversation {
 		m.automation.EvaluateNewConversationRules(in.Message.ConversationUUID)
-	} else {
-		m.automation.EvaluateConversationUpdateRules(in.Message.ConversationUUID, amodels.EventConversationMessageIncoming)
-		// Reopen conversation if it's closed, snoozed, or resolved.
-		systemUser, err := m.userStore.GetSystemUser()
-		if err != nil {
-			m.lo.Error("error fetching system user", "error", err)
-			return fmt.Errorf("error fetching system user for reopening conversation: %w", err)
-		}
-		if err := m.ReOpenConversation(in.Message.ConversationUUID, systemUser); err != nil {
-			m.lo.Error("error reopening conversation", "error", err)
-			return fmt.Errorf("error reopening conversation: %w", err)
-		}
+		return nil
 	}
+
+	// Reopen conversation if it's not Open.
+	systemUser, err := m.userStore.GetSystemUser()
+	if err != nil {
+		m.lo.Error("error fetching system user", "error", err)
+		return fmt.Errorf("error fetching system user for reopening conversation: %w", err)
+	}
+	if err := m.ReOpenConversation(in.Message.ConversationUUID, systemUser); err != nil {
+		m.lo.Error("error reopening conversation", "error", err)
+		return fmt.Errorf("error reopening conversation: %w", err)
+	}
+
+	// Trigger automations on incoming message event.
+	m.automation.EvaluateConversationUpdateRules(in.Message.ConversationUUID, amodels.EventConversationMessageIncoming)
 	return nil
 }
 
@@ -648,7 +658,7 @@ func (c *Manager) generateMessagesQuery(baseQuery string, qArgs []interface{}, p
 	return sqlQuery, pageSize, qArgs, nil
 }
 
-// uploadMessageAttachments uploads attachments for a message.
+// uploadMessageAttachments uploads all attachments for a message.
 func (m *Manager) uploadMessageAttachments(message *models.Message) []error {
 	if len(message.Attachments) == 0 {
 		return nil
@@ -656,28 +666,42 @@ func (m *Manager) uploadMessageAttachments(message *models.Message) []error {
 
 	var uploadErr []error
 	for _, attachment := range message.Attachments {
-		// Check if this attachment already exists by the content ID.
-		if attachment.ContentID != "" {
-			exists, err := m.mediaStore.ContentIDExists(attachment.ContentID)
+		// Check if this attachment already exists by the content ID, as inline images can be repeated across conversations.
+		contentID := attachment.ContentID
+		if contentID != "" {
+			// Make content ID MORE unique by prefixing it with the conversation UUID, as content id is not globally unique practically,
+			// different messages can have the same content ID, I do not have the message ID at this point, so I am using sticking with the conversation UUID
+			// to make it more unique.
+			contentID = message.ConversationUUID + "_" + contentID
+
+			exists, uuid, err := m.mediaStore.ContentIDExists(contentID)
 			if err != nil {
-				m.lo.Error("error checking media existence by content ID", "content_id", attachment.ContentID, "error", err)
-				continue
+				m.lo.Error("error checking media existence by content ID", "content_id", contentID, "error", err)
 			}
+
+			// This attachment already exists, replace the cid:content_id with the media relative url, not using absolute path as the root path can change.
 			if exists {
-				m.lo.Debug("attachment with content ID already exists", "content_id", attachment.ContentID)
+				m.lo.Debug("attachment with content ID already exists replacing content ID with media relative URL", "content_id", contentID, "media_uuid", uuid)
+				message.Content = strings.ReplaceAll(message.Content, fmt.Sprintf("cid:%s", attachment.ContentID), "/uploads/"+uuid)
 				continue
 			}
+
+			// Attachment does not exist, replace the content ID with the new more unique content ID.
+			message.Content = strings.ReplaceAll(message.Content, fmt.Sprintf("cid:%s", attachment.ContentID), fmt.Sprintf("cid:%s", contentID))
 		}
 
-		m.lo.Debug("uploading message attachment", "name", attachment.Name, "content_id", attachment.ContentID, "size", attachment.Size)
-
-		// Sanitize filename and upload.
+		// Sanitize filename.
 		attachment.Name = stringutil.SanitizeFilename(attachment.Name)
+
+		m.lo.Debug("uploading message attachment", "name", attachment.Name, "content_id", contentID, "size", attachment.Size, "content_type", attachment.ContentType,
+			"content_id", contentID, "disposition", attachment.Disposition)
+
+		// Upload and insert entry in media table.
 		attachReader := bytes.NewReader(attachment.Content)
 		media, err := m.mediaStore.UploadAndInsert(
 			attachment.Name,
 			attachment.ContentType,
-			attachment.ContentID,
+			contentID,
 			/** Linking media to message happens later **/
 			null.String{}, /** modelType */
 			null.Int{},    /** modelID **/

internal/conversation/models/models.go

@@ -61,10 +61,11 @@ type Conversation struct {
 	SLAPolicyID           null.Int        `db:"sla_policy_id" json:"sla_policy_id"`
 	SlaPolicyName         null.String     `db:"sla_policy_name" json:"sla_policy_name"`
 	NextSLADeadlineAt     null.Time       `db:"next_sla_deadline_at" json:"next_sla_deadline_at"`
+	FirstResponseDueAt    null.Time       `db:"first_response_deadline_at" json:"first_response_deadline_at"`
+	ResolutionDueAt       null.Time       `db:"resolution_deadline_at" json:"resolution_deadline_at"`
+	SLAStatus             null.String     `db:"sla_status" json:"sla_status"`
 	BCC                   json.RawMessage `db:"bcc" json:"bcc"`
 	CC                    json.RawMessage `db:"cc" json:"cc"`
-	FirstResponseDueAt    null.Time       `db:"-" json:"first_response_due_at"`
-	ResolutionDueAt       null.Time       `db:"-" json:"resolution_due_at"`
 	PreviousConversations []Conversation  `db:"-" json:"previous_conversations"`
 	Total                 int             `db:"total" json:"-"`
 }

internal/conversation/queries.sql

@@ -63,12 +63,21 @@ SELECT
     ) t
     ) as unread_message_count,
     conversation_statuses.name as status,
-    conversation_priorities.name as priority
+    conversation_priorities.name as priority,
+    as_latest.first_response_deadline_at,
+    as_latest.resolution_deadline_at,
+    as_latest.status as sla_status
     FROM conversations
     JOIN users ON contact_id = users.id
     JOIN inboxes ON inbox_id = inboxes.id  
     LEFT JOIN conversation_statuses ON status_id = conversation_statuses.id
     LEFT JOIN conversation_priorities ON priority_id = conversation_priorities.id
+    LEFT JOIN LATERAL (
+        SELECT first_response_deadline_at, resolution_deadline_at, status
+        FROM applied_slas 
+        WHERE conversation_id = conversations.id 
+        ORDER BY created_at DESC LIMIT 1
+    ) as_latest ON true
 WHERE 1=1 %s
 
 -- name: get-conversation
@@ -124,7 +133,10 @@ SELECT
    ct.avatar_url as "contact.avatar_url",
    ct.phone_number as "contact.phone_number",
    COALESCE(lr.cc, '[]'::jsonb) as cc,
-   COALESCE(lr.bcc, '[]'::jsonb) as bcc
+   COALESCE(lr.bcc, '[]'::jsonb) as bcc,
+   as_latest.first_response_deadline_at,
+   as_latest.resolution_deadline_at,
+   as_latest.status as sla_status
 FROM conversations c
 JOIN users ct ON c.contact_id = ct.id
 LEFT JOIN sla_policies sla ON c.sla_policy_id = sla.id
@@ -132,6 +144,12 @@ LEFT JOIN teams at ON at.id = c.assigned_team_id
 LEFT JOIN conversation_statuses s ON c.status_id = s.id
 LEFT JOIN conversation_priorities p ON c.priority_id = p.id
 LEFT JOIN last_reply lr ON lr.conversation_id = c.id
+LEFT JOIN LATERAL (
+    SELECT first_response_deadline_at, resolution_deadline_at, status
+    FROM applied_slas 
+    WHERE conversation_id = c.id 
+    ORDER BY created_at DESC LIMIT 1
+) as_latest ON true
 WHERE 
    ($1 > 0 AND c.id = $1)
    OR 
@@ -179,10 +197,10 @@ WHERE uuid = $1;
 -- name: update-conversation-status
 UPDATE conversations
 SET status_id = (SELECT id FROM conversation_statuses WHERE name = $2),
-    resolved_at = CASE WHEN $2 = 'Resolved' THEN NOW() ELSE resolved_at END,
-    closed_at = CASE WHEN $2 = 'Closed' THEN NOW() ELSE closed_at END,
-    snoozed_until = CASE WHEN $2 = 'Snoozed' THEN $3::timestamptz ELSE NULL END,
-    updated_at = now()
+    resolved_at = COALESCE(resolved_at, CASE WHEN $2 IN ('Resolved', 'Closed') THEN NOW() END),
+    closed_at = COALESCE(closed_at, CASE WHEN $2 = 'Closed' THEN NOW() END),
+    snoozed_until = CASE WHEN $2 = 'Snoozed' THEN $3::timestamptz ELSE snoozed_until END,
+    updated_at = NOW()
 WHERE uuid = $1;
 
 -- name: get-user-active-conversations-count
@@ -293,26 +311,10 @@ status_summary AS (
         GROUP BY 
             s.name
     ) agg
-),
-messages_sent as (
-    SELECT json_agg(row_to_json(agg)) AS data
-    FROM (
-        SELECT
-            TO_CHAR(created_at::date, 'YYYY-MM-DD') AS date,
-            COUNT(*) AS count
-        FROM
-            conversation_messages c
-        WHERE status = 'sent' AND 1=1 %s
-        GROUP BY
-            date
-        ORDER BY
-            date
-    ) agg
 )
 SELECT json_build_object(
     'new_conversations', (SELECT data FROM new_conversations),
     'resolved_conversations', (SELECT data FROM resolved_conversations),
-    'messages_sent', (SELECT data FROM messages_sent),
     'status_summary', (SELECT data FROM status_summary)
 ) AS result;
 
@@ -522,11 +524,12 @@ SET
 WHERE uuid = $1;
 
 -- name: re-open-conversation
+-- Open conversation if it is not already open.
 UPDATE conversations
 SET status_id = (SELECT id FROM conversation_statuses WHERE name = 'Open'), snoozed_until = NULL,
     updated_at = now()
 WHERE uuid = $1 and status_id in (
-    SELECT id FROM conversation_statuses WHERE name IN ('Snoozed', 'Closed', 'Resolved')
+    SELECT id FROM conversation_statuses WHERE name NOT IN ('Open')
 )
 
 -- name: delete-conversation

internal/inbox/channel/email/email.go

@@ -34,12 +34,15 @@ type SMTPConfig struct {
 
 // IMAPConfig holds IMAP client credentials and configuration.
 type IMAPConfig struct {
-	Host         string `json:"host"`
-	Port         int    `json:"port"`
-	Username     string `json:"username"`
-	Password     string `json:"password"`
-	Mailbox      string `json:"mailbox"`
-	ReadInterval string `json:"read_interval"`
+	Host           string `json:"host"`
+	Port           int    `json:"port"`
+	Username       string `json:"username"`
+	Password       string `json:"password"`
+	Mailbox        string `json:"mailbox"`
+	ReadInterval   string `json:"read_interval"`
+	ScanInboxSince string `json:"scan_inbox_since"`
+	TLSType        string `json:"tls_type"`
+	TLSSkipVerify  bool   `json:"tls_skip_verify"`
 }
 
 // Email represents the email inbox with multiple SMTP servers and IMAP clients.

internal/inbox/channel/email/imap.go

@@ -2,6 +2,7 @@ package email
 
 import (
 	"context"
+	"crypto/tls"
 	"encoding/json"
 	"fmt"
 	"strings"
@@ -19,15 +20,22 @@ import (
 )
 
 const (
-	DefaultReadInterval = time.Duration(5 * time.Minute)
+	defaultReadInterval   = time.Duration(5 * time.Minute)
+	defaultScanInboxSince = time.Duration(48 * time.Hour)
 )
 
 // ReadIncomingMessages reads and processes incoming messages from an IMAP server based on the provided configuration.
 func (e *Email) ReadIncomingMessages(ctx context.Context, cfg IMAPConfig) error {
 	readInterval, err := time.ParseDuration(cfg.ReadInterval)
 	if err != nil {
-		e.lo.Warn("could not parse IMAP read interval, using the default read interval", "interval", cfg.ReadInterval, "inbox_id", e.Identifier(), "error", err)
-		readInterval = DefaultReadInterval
+		e.lo.Warn("could not parse IMAP read interval, using the default read interval of 5 minutes", "interval", cfg.ReadInterval, "inbox_id", e.Identifier(), "error", err)
+		readInterval = defaultReadInterval
+	}
+
+	scanInboxSince, err := time.ParseDuration(cfg.ScanInboxSince)
+	if err != nil {
+		e.lo.Warn("could not parse IMAP scan inbox since duration, using the default value of 48 hours", "interval", cfg.ScanInboxSince, "inbox_id", e.Identifier(), "error", err)
+		scanInboxSince = defaultScanInboxSince
 	}
 
 	readTicker := time.NewTicker(readInterval)
@@ -38,23 +46,49 @@ func (e *Email) ReadIncomingMessages(ctx context.Context, cfg IMAPConfig) error
 		case <-ctx.Done():
 			return nil
 		case <-readTicker.C:
-			e.lo.Debug("processing emails from mailbox", "mailbox", cfg.Mailbox, "inbox_id", e.Identifier())
-			if err := e.processMailbox(ctx, cfg); err != nil && err != context.Canceled {
-				e.lo.Error("error processing mailbox", "error", err)
+			// If the ticker interval is too short, it may trigger while the previous `processMailbox` call is still running,
+			// leading to overlapping executions or delays in handling context cancellation, check if the context is already done.
+			if ctx.Err() != nil {
+				return nil
 			}
-			e.lo.Debug("finished processing emails from mailbox", "mailbox", cfg.Mailbox, "inbox_id", e.Identifier())
+
+			e.lo.Debug("scanning emails", "mailbox", cfg.Mailbox, "inbox_id", e.Identifier())
+			if err := e.processMailbox(ctx, scanInboxSince, cfg); err != nil && err != context.Canceled {
+				e.lo.Error("error scanning emails", "error", err)
+			}
+			e.lo.Debug("finished scanning emails", "mailbox", cfg.Mailbox, "inbox_id", e.Identifier())
 		}
 	}
 }
 
 // processMailbox processes emails in the specified mailbox.
-func (e *Email) processMailbox(ctx context.Context, cfg IMAPConfig) error {
-	client, err := imapclient.DialTLS(cfg.Host+":"+fmt.Sprint(cfg.Port), &imapclient.Options{})
-	if err != nil {
-		return fmt.Errorf("error connecting to IMAP server: %w", err)
-	}
-	defer client.Logout()
+func (e *Email) processMailbox(ctx context.Context, scanInboxSince time.Duration, cfg IMAPConfig) error {
+	var (
+		client *imapclient.Client
+		err    error
+	)
 
+	address := fmt.Sprintf("%s:%d", cfg.Host, cfg.Port)
+	imapOptions := &imapclient.Options{
+		TLSConfig: &tls.Config{
+			InsecureSkipVerify: cfg.TLSSkipVerify,
+		},
+	}
+	switch cfg.TLSType {
+	case "none":
+		client, err = imapclient.DialInsecure(address, imapOptions)
+	case "starttls":
+		client, err = imapclient.DialStartTLS(address, imapOptions)
+	case "tls":
+		client, err = imapclient.DialTLS(address, imapOptions)
+	default:
+		return fmt.Errorf("unknown IMAP TLS type: %q", cfg.TLSType)
+	}
+	if err != nil {
+		return fmt.Errorf("failed to connect to IMAP server: %w", err)
+	}
+
+	defer client.Logout()
 	if err := client.Login(cfg.Username, cfg.Password).Wait(); err != nil {
 		return fmt.Errorf("error logging in to the IMAP server: %w", err)
 	}
@@ -63,15 +97,18 @@ func (e *Email) processMailbox(ctx context.Context, cfg IMAPConfig) error {
 		return fmt.Errorf("error selecting mailbox: %w", err)
 	}
 
-	// TODO: Set value from config.
-	since := time.Now().Add(-24 * time.Hour)
+	// Scan emails since the specified duration.
+	since := time.Now().Add(-scanInboxSince)
 
-	searchData, err := e.searchMessages(client, since)
+	e.lo.Debug("searching emails", "since", since, "mailbox", cfg.Mailbox, "inbox_id", e.Identifier())
+
+	// Search for messages in the mailbox.
+	searchResults, err := e.searchMessages(client, since)
 	if err != nil {
 		return fmt.Errorf("error searching messages: %w", err)
 	}
 
-	return e.fetchAndProcessMessages(ctx, client, searchData, e.Identifier())
+	return e.fetchAndProcessMessages(ctx, client, searchResults, e.Identifier())
 }
 
 // searchMessages searches for messages in the specified time range.
@@ -90,11 +127,11 @@ func (e *Email) searchMessages(client *imapclient.Client, since time.Time) (*ima
 }
 
 // fetchAndProcessMessages fetches and processes messages based on the search results.
-func (e *Email) fetchAndProcessMessages(ctx context.Context, client *imapclient.Client, searchData *imap.SearchData, inboxID int) error {
+func (e *Email) fetchAndProcessMessages(ctx context.Context, client *imapclient.Client, searchResults *imap.SearchData, inboxID int) error {
 	seqSet := imap.SeqSet{}
-	seqSet.AddRange(searchData.Min, searchData.Max)
+	seqSet.AddRange(searchResults.Min, searchResults.Max)
 
-	// Fetch only envelope, body is fetch later.
+	// Fetch only envelope, body is fetch later if the message is new.
 	fetchOptions := &imap.FetchOptions{
 		Envelope: true,
 	}
@@ -235,15 +272,58 @@ func (e *Email) processEnvelope(ctx context.Context, client *imapclient.Client,
 	}
 }
 
-// processFullMessage processes the full email message.
+// extractAllHTMLParts extracts all HTML parts from the given enmime part by traversing the tree.
+func extractAllHTMLParts(part *enmime.Part) []string {
+	var htmlParts []string
+
+	// Check current part
+	if strings.HasPrefix(part.ContentType, "text/html") && len(part.Content) > 0 {
+		htmlParts = append(htmlParts, string(part.Content))
+	}
+
+	// Process children recursively
+	for child := part.FirstChild; child != nil; child = child.NextSibling {
+		childParts := extractAllHTMLParts(child)
+		htmlParts = append(htmlParts, childParts...)
+	}
+
+	return htmlParts
+}
+
 func (e *Email) processFullMessage(item imapclient.FetchItemDataBodySection, incomingMsg models.IncomingMessage) error {
 	envelope, err := enmime.ReadEnvelope(item.Literal)
 	if err != nil {
-		e.lo.Error("error parsing email envelope", "error", err, "envelope_errors", envelope.Errors)
+		e.lo.Error("error parsing email envelope", "error", err, "message_id", incomingMsg.Message.SourceID.String)
+		for _, err := range envelope.Errors {
+			e.lo.Error("error parsing email envelope. envelope_error: ", "error", err.Error(), "message_id", incomingMsg.Message.SourceID.String)
+		}
 		return fmt.Errorf("parsing email envelope: %w", err)
 	}
 
-	if len(envelope.HTML) > 0 {
+	// Log any envelope errors.
+	for _, err := range envelope.Errors {
+		e.lo.Error("error parsing email envelope", "error", err.Error(), "message_id", incomingMsg.Message.SourceID.String)
+	}
+
+	// Extract all HTML content by traversing the tree
+	var allHTML strings.Builder
+	if envelope.Root != nil {
+		htmlParts := extractAllHTMLParts(envelope.Root)
+		if len(htmlParts) > 0 {
+			allHTML.WriteString("<div>")
+			for _, part := range htmlParts {
+				allHTML.WriteString(part)
+			}
+			allHTML.WriteString("</div>")
+		}
+	}
+
+	// Set message content - prioritize combined HTML
+	if allHTML.Len() > 0 {
+		incomingMsg.Message.Content = allHTML.String()
+		incomingMsg.Message.ContentType = conversation.ContentTypeHTML
+		e.lo.Debug("extracted HTML content from parts", "message_id", incomingMsg.Message.SourceID.String, "content", incomingMsg.Message.Content)
+	} else if len(envelope.HTML) > 0 {
 		incomingMsg.Message.Content = envelope.HTML
 		incomingMsg.Message.ContentType = conversation.ContentTypeHTML
 	} else if len(envelope.Text) > 0 {
@@ -251,7 +331,10 @@ 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.
+	e.lo.Debug("envelope HTML content", "message_id", incomingMsg.Message.SourceID.String, "content", incomingMsg.Message.Content)
+	e.lo.Debug("envelope text content", "message_id", incomingMsg.Message.SourceID.String, "content", envelope.Text)
+
+	// Clean headers
 	inReplyTo := strings.ReplaceAll(strings.ReplaceAll(envelope.GetHeader("In-Reply-To"), "<", ""), ">", "")
 	references := strings.Fields(envelope.GetHeader("References"))
 	for i, ref := range references {
@@ -261,6 +344,7 @@ func (e *Email) processFullMessage(item imapclient.FetchItemDataBodySection, inc
 	incomingMsg.Message.InReplyTo = inReplyTo
 	incomingMsg.Message.References = references
 
+	// Process attachments
 	for _, att := range envelope.Attachments {
 		incomingMsg.Message.Attachments = append(incomingMsg.Message.Attachments, attachment.Attachment{
 			Name:        att.FileName,
@@ -271,17 +355,27 @@ func (e *Email) processFullMessage(item imapclient.FetchItemDataBodySection, inc
 			Disposition: attachment.DispositionAttachment,
 		})
 	}
+
+	// Process inlines - treat ones without ContentID as regular attachments
 	for _, inline := range envelope.Inlines {
+		disposition := attachment.DispositionInline
+		if inline.ContentID == "" {
+			disposition = attachment.DispositionAttachment
+		}
+
 		incomingMsg.Message.Attachments = append(incomingMsg.Message.Attachments, attachment.Attachment{
 			Name:        inline.FileName,
 			Content:     inline.Content,
 			ContentType: inline.ContentType,
 			ContentID:   inline.ContentID,
 			Size:        len(inline.Content),
-			Disposition: attachment.DispositionInline,
+			Disposition: disposition,
 		})
 	}
-	e.lo.Debug("enqueuing incoming email message for inserting in DB", "message_id", incomingMsg.Message.SourceID.String, "attachments", len(envelope.Attachments), "inlines", len(envelope.Inlines))
+
+	e.lo.Debug("enqueuing incoming email message", "message_id", incomingMsg.Message.SourceID.String,
+		"attachments", len(envelope.Attachments), "inline_attachments", len(envelope.Inlines))
+
 	if err := e.messageStore.EnqueueIncoming(incomingMsg); err != nil {
 		return err
 	}

internal/inbox/channel/email/smtp.go

@@ -49,7 +49,7 @@ func NewSmtpPool(configs []SMTPConfig) ([]*smtppool.Pool, error) {
 			}
 
 			// SSL/TLS, not STARTTLS
-			if cfg.TLSType == "TLS" {
+			if cfg.TLSType == "tls" {
 				cfg.Opt.SSL = true
 			}
 		}

internal/inbox/inbox.go

@@ -252,6 +252,7 @@ func (m *Manager) Update(id int, inbox imodels.Inbox) error {
 		return err
 	}
 
+	// Preserve existing passwords if update has empty password
 	switch current.Channel {
 	case "email":
 		var currentCfg struct {
@@ -300,6 +301,7 @@ func (m *Manager) Update(id int, inbox imodels.Inbox) error {
 		inbox.Config = updatedConfig
 	}
 
+	// Update the inbox in the DB.
 	if _, err := m.queries.Update.Exec(id, inbox.Channel, inbox.Config, inbox.Name, inbox.From, inbox.CSATEnabled, inbox.Enabled); err != nil {
 		m.lo.Error("error updating inbox", "error", err)
 		return envelope.NewError(envelope.GeneralError, "Error updating inbox", nil)

internal/media/media.go

@@ -8,6 +8,7 @@ import (
 	"errors"
 	"fmt"
 	"io"
+	"os"
 	"time"
 
 	"github.com/abhinavxd/libredesk/internal/dbutil"
@@ -104,13 +105,13 @@ func (m *Manager) Insert(disposition null.String, fileName, contentType, content
 	if err := m.queries.Insert.QueryRow(m.store.Name(), fileName, contentType, fileSize, meta, modelID, modelType, disposition, contentID, uuid).Scan(&id); err != nil {
 		m.lo.Error("error inserting media", "error", err)
 	}
-	return m.Get(id)
+	return m.Get(id, "")
 }
 
 // Get retrieves the media record by its ID and returns the media.
-func (m *Manager) Get(id int) (models.Media, error) {
+func (m *Manager) Get(id int, uuid string) (models.Media, error) {
 	var media models.Media
-	if err := m.queries.Get.Get(&media, id); err != nil {
+	if err := m.queries.Get.Get(&media, id, uuid); err != nil {
 		m.lo.Error("error fetching media", "error", err)
 		return media, envelope.NewError(envelope.GeneralError, "Error fetching media", nil)
 	}
@@ -118,28 +119,17 @@ func (m *Manager) Get(id int) (models.Media, error) {
 	return media, nil
 }
 
-// GetByUUID retrieves a media record by the uuid.
-func (m *Manager) GetByUUID(uuid string) (models.Media, error) {
-	var media models.Media
-	if err := m.queries.GetByUUID.Get(&media, uuid); err != nil {
+// ContentIDExists checks if a content_id exists in the database and returns the UUID of the media file.
+func (m *Manager) ContentIDExists(contentID string) (bool, string, error) {
+	var uuid string
+	if err := m.queries.ContentIDExists.Get(&uuid, contentID); err != nil {
 		if errors.Is(err, sql.ErrNoRows) {
-			return media, envelope.NewError(envelope.GeneralError, "File not found", nil)
+			return false, "", nil
 		}
-		m.lo.Error("error fetching media", "error", err)
-		return media, envelope.NewError(envelope.GeneralError, "Error fetching media", nil)
+		m.lo.Error("error checking if content_id exists", "error", err)
+		return false, "", fmt.Errorf("checking if content_id exists: %w", err)
 	}
-	media.URL = m.store.GetURL(uuid)
-	return media, nil
-}
-
-// ContentIDExists returns true if a media file with the given content ID exists.
-func (m *Manager) ContentIDExists(contentID string) (bool, error) {
-	var exists bool
-	if err := m.queries.ContentIDExists.Get(&exists, contentID); err != nil {
-		m.lo.Error("error checking media existence", "error", err)
-		return false, fmt.Errorf("checking media existence: %w", err)
-	}
-	return exists, nil
+	return true, uuid, nil
 }
 
 // GetBlob retrieves the raw binary content of a media file by its name.
@@ -176,8 +166,12 @@ func (m *Manager) GetByModel(modelID int, model string) ([]models.Media, error)
 func (m *Manager) Delete(name string) error {
 	if err := m.store.Delete(name); err != nil {
 		m.lo.Error("error deleting media from store", "error", err)
-		return envelope.NewError(envelope.GeneralError, "Error deleting media from store", nil)
+		// If the file does not exist, ignore the error.
+		if !errors.Is(err, os.ErrNotExist) {
+			return envelope.NewError(envelope.GeneralError, "Error deleting media from store", nil)
+		}
 	}
+	// Delete the media record from the database.
 	if _, err := m.queries.Delete.Exec(name); err != nil {
 		m.lo.Error("error deleting media from db", "error", err)
 		return envelope.NewError(envelope.GeneralError, "Error deleting media from DB", nil)
@@ -192,8 +186,8 @@ func (m *Manager) DeleteUnlinkedMedia(ctx context.Context) {
 		select {
 		case <-ctx.Done():
 			return
-		case <-time.After(2 * time.Hour):
-			m.lo.Info("deleting unlinked message media")
+		case <-time.After(12 * time.Hour):
+			m.lo.Info("starting periodic deletion of unlinked media")
 			if err := m.deleteUnlinkedMessageMedia(); err != nil {
 				m.lo.Error("error deleting unlinked media", "error", err)
 			}
@@ -209,8 +203,10 @@ func (m *Manager) deleteUnlinkedMessageMedia() error {
 		return err
 	}
 	for _, mm := range media {
+		m.lo.Debug("deleting media not linked to any message", "media_id", mm.ID)
 		if err := m.Delete(mm.UUID); err != nil {
-			return err
+			m.lo.Error("error deleting unlinked media", "error", err)
+			continue
 		}
 	}
 	return nil

internal/media/queries.sql

@@ -17,7 +17,10 @@ RETURNING id;
 -- name: get-media
 SELECT id, created_at, "uuid", store, filename, content_type, model_id, model_type, "size", disposition
 FROM media
-WHERE id = $1;
+WHERE 
+   ($1 > 0 AND id = $1)
+   OR
+   ($2 != '' AND uuid = $2::uuid)
 
 -- name: get-media-by-uuid
 SELECT id, created_at, "uuid", store, filename, content_type, model_id, model_type, "size", disposition
@@ -43,8 +46,9 @@ WHERE model_type = $1
 -- name: get-unlinked-message-media
 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';
+WHERE model_type = 'messages' 
+  AND (model_id IS NULL OR model_id = 0) 
+  AND created_at < NOW() - INTERVAL '1 day';
 
 -- name: content-id-exists
-SELECT EXISTS(SELECT 1 FROM media WHERE content_id = $1);
+SELECT uuid FROM media WHERE content_id = $1;

internal/migrations/v0.5.0.go

@@ -0,0 +1,247 @@
+package migrations
+
+import (
+	"github.com/jmoiron/sqlx"
+	"github.com/knadh/koanf/v2"
+	"github.com/knadh/stuffbin"
+)
+
+// V0_5_0 updates the database schema to v0.5.0.
+func V0_5_0(db *sqlx.DB, fs stuffbin.FileSystem, ko *koanf.Koanf) error {
+	_, err := db.Exec(`
+		DO $$
+		BEGIN
+			IF NOT EXISTS (SELECT 1 FROM pg_type WHERE typname = 'applied_sla_status') THEN
+				CREATE TYPE "applied_sla_status" AS ENUM ('pending', 'breached', 'met', 'partially_met');
+			END IF;
+		END$$;
+	`)
+	if err != nil {
+		return err
+	}
+
+	_, err = db.Exec(`
+		ALTER TABLE applied_slas ADD COLUMN IF NOT EXISTS status applied_sla_status DEFAULT 'pending' NOT NULL;
+	`)
+	if err != nil {
+		return err
+	}
+
+	_, err = db.Exec(`
+		CREATE INDEX IF NOT EXISTS index_applied_slas_on_status ON applied_slas(status);
+	`)
+	if err != nil {
+		return err
+	}
+
+	_, err = db.Exec(`
+		INSERT INTO settings (key, value)
+		VALUES 
+			('notification.email.tls_type', '"starttls"'::jsonb),
+			('notification.email.tls_skip_verify', 'false'::jsonb),
+			('notification.email.hello_hostname', '""'::jsonb)
+		ON CONFLICT (key) DO NOTHING;
+	`)
+	if err != nil {
+		return err
+	}
+
+	// Update tls_type for IMAP
+	_, err = db.Exec(`
+		UPDATE inboxes
+		SET config = jsonb_set(config, '{imap,0,tls_type}', '"tls"', true)
+		WHERE config->'imap' IS NOT NULL AND config#>'{imap,0,tls_type}' IS NULL;
+	`)
+	if err != nil {
+		return err
+	}
+
+	// Update tls_skip_verify for IMAP
+	_, err = db.Exec(`
+		UPDATE inboxes
+		SET config = jsonb_set(config, '{imap,0,tls_skip_verify}', 'false', true)
+		WHERE config->'imap' IS NOT NULL AND config#>'{imap,0,tls_skip_verify}' IS NULL;
+	`)
+	if err != nil {
+		return err
+	}
+
+	// Update scan_inbox_since for IMAP
+	_, err = db.Exec(`
+		UPDATE inboxes
+		SET config = jsonb_set(config, '{imap,0,scan_inbox_since}', '"48h"', true)
+		WHERE config->'imap' IS NOT NULL AND config#>'{imap,0,scan_inbox_since}' IS NULL;
+	`)
+	if err != nil {
+		return err
+	}
+
+	// Update tls_type for SMTP
+	_, err = db.Exec(`
+		UPDATE inboxes
+		SET config = jsonb_set(config, '{smtp,0,tls_type}', '"starttls"', true)
+		WHERE config->'smtp' IS NOT NULL AND config#>'{smtp,0,tls_type}' IS NULL;
+	`)
+	if err != nil {
+		return err
+	}
+
+	// Update tls_skip_verify for SMTP
+	_, err = db.Exec(`
+		UPDATE inboxes
+		SET config = jsonb_set(config, '{smtp,0,tls_skip_verify}', 'false', true)
+		WHERE config->'smtp' IS NOT NULL AND config#>'{smtp,0,tls_skip_verify}' IS NULL;
+	`)
+	if err != nil {
+		return err
+	}
+
+	// Update hello_hostname for SMTP
+	_, err = db.Exec(`
+		UPDATE inboxes
+		SET config = jsonb_set(config, '{smtp,0,hello_hostname}', '""', true)
+		WHERE config->'smtp' IS NOT NULL AND config#>'{smtp,0,hello_hostname}' IS NULL;
+	`)
+	if err != nil {
+		return err
+	}
+
+	// Add notifications column to sla_policies
+	_, err = db.Exec(`
+		ALTER TABLE sla_policies 
+			ADD COLUMN IF NOT EXISTS notifications JSONB DEFAULT '[]'::jsonb NOT NULL;
+	`)
+	if err != nil {
+		return err
+	}
+
+	_, err = db.Exec(`
+		DO $$
+		BEGIN
+			IF NOT EXISTS (SELECT 1 FROM pg_type WHERE typname = 'sla_metric') THEN
+				CREATE TYPE "sla_metric" AS ENUM ('first_response', 'resolution');
+			END IF;
+		END$$;
+	`)
+	if err != nil {
+		return err
+	}
+
+	_, err = db.Exec(`
+		DO $$
+		BEGIN
+			IF NOT EXISTS (SELECT 1 FROM pg_type WHERE typname = 'sla_notification_type') THEN
+				CREATE TYPE "sla_notification_type" AS ENUM ('warning', 'breach');
+			END IF;
+		END$$;
+	`)
+	if err != nil {
+		return err
+	}
+
+	_, err = db.Exec(`
+		CREATE TABLE IF NOT EXISTS scheduled_sla_notifications (
+			id BIGSERIAL PRIMARY KEY,
+			created_at TIMESTAMPTZ DEFAULT NOW(),
+			updated_at TIMESTAMPTZ DEFAULT NOW(),
+			applied_sla_id BIGINT NOT NULL REFERENCES applied_slas(id) ON DELETE CASCADE,
+			metric sla_metric NOT NULL,
+			notification_type sla_notification_type NOT NULL,
+			recipients TEXT[] NOT NULL,
+			send_at TIMESTAMPTZ NOT NULL,
+			processed_at TIMESTAMPTZ
+		);
+		CREATE INDEX IF NOT EXISTS index_scheduled_sla_notifications_on_send_at ON scheduled_sla_notifications(send_at);
+		CREATE INDEX IF NOT EXISTS index_scheduled_sla_notifications_on_processed_at ON scheduled_sla_notifications(processed_at);
+	`)
+	if err != nil {
+		return err
+	}
+
+	_, err = db.Exec(`
+		DO $$
+		BEGIN
+			IF NOT EXISTS (SELECT 1 FROM templates WHERE "name" = 'SLA breach warning') THEN
+				INSERT INTO templates
+					("type", body, is_default, "name", subject, is_builtin)
+					VALUES (
+					'email_notification'::template_type,
+					'
+
+					<p>This is a notification that the SLA for conversation {{ .Conversation.ReferenceNumber }} is approaching the SLA deadline for {{ .SLA.Metric }}.</p>
+
+					<p>
+					Details:<br>
+					- Conversation reference number: {{ .Conversation.ReferenceNumber }}<br>
+					- Metric: {{ .SLA.Metric }}<br>
+					- Due in: {{ .SLA.DueIn }}
+					</p>
+
+					<p>
+						<a href="{{ RootURL }}/inboxes/assigned/conversation/{{ .Conversation.UUID }}">View Conversation</a>
+					</p>
+
+
+					<p>
+					Best regards,<br>
+					Libredesk
+					</p>
+
+					',
+					false,
+					'SLA breach warning',
+					'SLA Alert: Conversation {{ .Conversation.ReferenceNumber }} is approaching SLA deadline for {{ .SLA.Metric }}',
+					true
+				);
+			END IF;
+		END$$;
+	`)
+	if err != nil {
+		return err
+	}
+
+	_, err = db.Exec(`
+		DO $$
+		BEGIN
+			IF NOT EXISTS (SELECT 1 FROM templates WHERE "name" = 'SLA breached') THEN
+				INSERT INTO templates
+					("type", body, is_default, "name", subject, is_builtin)
+					VALUES (
+					'email_notification'::template_type,
+					'
+					<p>This is an urgent alert that the SLA for conversation {{ .Conversation.ReferenceNumber }} has been breached for {{ .SLA.Metric }}. Please take immediate action.</p>
+
+					<p>
+					Details:<br>
+					- Conversation reference number: {{ .Conversation.ReferenceNumber }}<br>
+					- Metric: {{ .SLA.Metric }}<br>
+					- Overdue by: {{ .SLA.OverdueBy }}
+					</p>
+
+					<p>
+						<a href="{{ RootURL }}/inboxes/assigned/conversation/{{ .Conversation.UUID }}">View Conversation</a>
+					</p>
+
+
+					<p>
+					Best regards,<br>
+					Libredesk
+					</p>
+
+					',
+					false,
+					'SLA breached',
+					'Urgent: SLA Breach for Conversation {{ .Conversation.ReferenceNumber }} for {{ .SLA.Metric }}',
+					true
+					);
+
+			END IF;
+		END$$;
+	`)
+	if err != nil {
+		return err
+	}
+
+
+	return nil
+}

internal/notification/notification.go

@@ -17,6 +17,8 @@ const (
 type Message struct {
 	// Recipients of the message
 	UserIDs []int
+	// Email addresses of the recipients
+	RecipientEmails []string
 	// Subject of the message
 	Subject string
 	// Body of the message
@@ -33,16 +35,6 @@ type Message struct {
 	Headers map[string][]string
 }
 
-// UserEmailFetcher defines the interface for fetching user email addresses.
-type UserEmailFetcher interface {
-	GetEmail(id int) (string, error)
-}
-
-// UserStore defines the interface for the user store.
-type UserStore interface {
-	UserEmailFetcher
-}
-
 // Notifier defines the interface for sending notifications through various providers.
 type Notifier interface {
 	// Sends the notification message using the specified provider

internal/notification/providers/email/email.go

@@ -17,7 +17,6 @@ type Email struct {
 	lo        *logf.Logger
 	from      string
 	smtpPools []*smtppool.Pool
-	userStore notifier.UserStore
 }
 
 // Opts contains options for creating a new Email sender.
@@ -27,7 +26,7 @@ type Opts struct {
 }
 
 // New initializes a new Email sender.
-func New(smtpConfig []email.SMTPConfig, userStore notifier.UserStore, opts Opts) (*Email, error) {
+func New(smtpConfig []email.SMTPConfig, opts Opts) (*Email, error) {
 	pools, err := email.NewSmtpPool(smtpConfig)
 	if err != nil {
 		return nil, err
@@ -36,17 +35,12 @@ func New(smtpConfig []email.SMTPConfig, userStore notifier.UserStore, opts Opts)
 		lo:        opts.Lo,
 		smtpPools: pools,
 		from:      opts.FromEmail,
-		userStore: userStore,
 	}, nil
 }
 
 // Send sends a notification message via email.
 func (e *Email) Send(msg notifier.Message) error {
-	recipientEmails, err := e.getUserEmails(msg.UserIDs)
-	if err != nil {
-		return err
-	}
-	emailMessage := e.prepareEmail(msg.Subject, msg.Content, recipientEmails, msg)
+	emailMessage := e.prepareEmail(msg.Subject, msg.Content, msg.RecipientEmails, msg)
 	return e.send(emailMessage)
 }
 
@@ -55,20 +49,6 @@ func (e *Email) Name() string {
 	return notifier.ProviderEmail
 }
 
-// getUserEmails fetches email addresses for specified user IDs.
-func (e *Email) getUserEmails(userIDs []int) ([]string, error) {
-	var recipientEmails []string
-	for _, userID := range userIDs {
-		userEmail, err := e.userStore.GetEmail(userID)
-		if err != nil {
-			e.lo.Error("error fetching user email", "user_id", userID, "error", err)
-			continue
-		}
-		recipientEmails = append(recipientEmails, userEmail)
-	}
-	return recipientEmails, nil
-}
-
 // send sends an email message.
 func (e *Email) send(em smtppool.Email) error {
 	srv := e.selectSmtpPool()

internal/role/role.go

@@ -134,7 +134,7 @@ func (u *Manager) Update(id int, r models.Role) error {
 // validatePermissions returns true if all given permissions are valid
 func (u *Manager) validatePermissions(permissions []string) error {
 	if len(permissions) == 0 {
-		return envelope.NewError(envelope.InputError, "Permissions cannot be empty", nil)
+		return envelope.NewError(envelope.InputError, "Select at least one permission", nil)
 	}
 	for _, perm := range permissions {
 		if !amodels.IsValidPermission(perm) {

internal/search/queries.sql

@@ -1,4 +1,4 @@
--- name: search-conversations
+-- name: search-conversations-by-reference-number
 SELECT
     conversations.created_at,
     conversations.uuid,
@@ -7,6 +7,18 @@ SELECT
 FROM conversations
 WHERE reference_number::text = $1;
 
+-- name: search-conversations-by-contact-email
+SELECT
+    conversations.created_at,
+    conversations.uuid,
+    conversations.reference_number,
+    conversations.subject
+FROM conversations
+JOIN users ON conversations.contact_id = users.id
+WHERE users.email = $1
+ORDER BY conversations.created_at DESC
+LIMIT 1000;
+
 -- name: search-messages
 SELECT
     c.created_at as "conversation_created_at",
@@ -15,7 +27,8 @@ SELECT
     m.text_content
 FROM conversation_messages m
     JOIN conversations c ON m.conversation_id = c.id
-WHERE m.type != 'activity' and m.text_content ILIKE '%' || $1 || '%';
+WHERE m.type != 'activity' and m.text_content ILIKE '%' || $1 || '%'
+LIMIT 30;
 
 -- name: search-contacts
 SELECT 

internal/search/search.go

@@ -30,9 +30,10 @@ type Opts struct {
 
 // queries contains all the prepared queries
 type queries struct {
-	SearchConversations *sqlx.Stmt `query:"search-conversations"`
-	SearchMessages      *sqlx.Stmt `query:"search-messages"`
-	SearchContacts      *sqlx.Stmt `query:"search-contacts"`
+	SearchConversationsByRefNum       *sqlx.Stmt `query:"search-conversations-by-reference-number"`
+	SearchConversationsByContactEmail *sqlx.Stmt `query:"search-conversations-by-contact-email"`
+	SearchMessages                    *sqlx.Stmt `query:"search-messages"`
+	SearchContacts                    *sqlx.Stmt `query:"search-contacts"`
 }
 
 // New creates a new search manager
@@ -46,12 +47,18 @@ func New(opts Opts) (*Manager, error) {
 
 // Conversations searches conversations based on the query
 func (s *Manager) Conversations(query string) ([]models.Conversation, error) {
-	var results = make([]models.Conversation, 0)
-	if err := s.q.SearchConversations.Select(&results, query); err != nil {
+	var refNumResults = make([]models.Conversation, 0)
+	if err := s.q.SearchConversationsByRefNum.Select(&refNumResults, query); err != nil {
 		s.lo.Error("error searching conversations", "error", err)
 		return nil, envelope.NewError(envelope.GeneralError, "Error searching conversations", nil)
 	}
-	return results, nil
+
+	var emailResults = make([]models.Conversation, 0)
+	if err := s.q.SearchConversationsByContactEmail.Select(&emailResults, query); err != nil {
+		s.lo.Error("error searching conversations", "error", err)
+		return nil, envelope.NewError(envelope.GeneralError, "Error searching conversations", nil)
+	}
+	return append(refNumResults, emailResults...), nil
 }
 
 // Messages searches messages based on the query
@@ -72,4 +79,4 @@ func (s *Manager) Contacts(query string) ([]models.Contact, error) {
 		return nil, envelope.NewError(envelope.GeneralError, "Error searching contacts", nil)
 	}
 	return results, nil
-}
+}

internal/setting/models/models.go

@@ -23,6 +23,9 @@ type EmailNotification struct {
 	AuthProtocol  string `json:"notification.email.auth_protocol" db:"notification.email.auth_protocol"`
 	EmailAddress  string `json:"notification.email.email_address" db:"notification.email.email_address"`
 	MaxMsgRetries int    `json:"notification.email.max_msg_retries" db:"notification.email.max_msg_retries"`
+	TLSType       string `json:"notification.email.tls_type" db:"notification.email.tls_type"`
+	TLSSkipVerify bool   `json:"notification.email.tls_skip_verify" db:"notification.email.tls_skip_verify"`
+	HelloHostname string `json:"notification.email.hello_hostname" db:"notification.email.hello_hostname"`
 	Enabled       bool   `json:"notification.email.enabled" db:"notification.email.enabled"`
 }
 

internal/sla/models/models.go

@@ -1,33 +1,90 @@
 package models
 
 import (
+	"database/sql/driver"
+	"encoding/json"
+	"fmt"
 	"time"
 
+	"github.com/lib/pq"
 	"github.com/volatiletech/null/v9"
 )
 
 // SLAPolicy represents a service level agreement policy definition
 type SLAPolicy struct {
-	ID                int       `db:"id" json:"id"`
-	CreatedAt         time.Time `db:"created_at" json:"created_at"`
-	UpdatedAt         time.Time `db:"updated_at" json:"updated_at"`
-	Name              string    `db:"name" json:"name"`
-	Description       string    `db:"description" json:"description"`
-	FirstResponseTime string    `db:"first_response_time" json:"first_response_time"`
-	EveryResponseTime string    `db:"every_response_time" json:"every_response_time"`
-	ResolutionTime    string    `db:"resolution_time" json:"resolution_time"`
+	ID                int              `db:"id" json:"id"`
+	CreatedAt         time.Time        `db:"created_at" json:"created_at"`
+	UpdatedAt         time.Time        `db:"updated_at" json:"updated_at"`
+	Name              string           `db:"name" json:"name"`
+	Description       string           `db:"description" json:"description,omitempty"`
+	FirstResponseTime string           `db:"first_response_time" json:"first_response_time,omitempty"`
+	EveryResponseTime string           `db:"every_response_time" json:"every_response_time,omitempty"`
+	ResolutionTime    string           `db:"resolution_time" json:"resolution_time,omitempty"`
+	Notifications     SlaNotifications `db:"notifications" json:"notifications,omitempty"`
 }
 
-// AppliedSLA represents an SLA policy applied to a conversation with its deadlines and breach status
+type SlaNotifications []SlaNotification
+
+// Value implements the driver.Valuer interface.
+func (sn SlaNotifications) Value() (driver.Value, error) {
+	return json.Marshal(sn)
+}
+
+// Scan implements the sql.Scanner interface.
+func (sn *SlaNotifications) Scan(src any) error {
+	var data []byte
+
+	switch v := src.(type) {
+	case string:
+		data = []byte(v)
+	case []byte:
+		data = v
+	default:
+		return fmt.Errorf("unsupported type: %T", src)
+	}
+	return json.Unmarshal(data, sn)
+}
+
+// SlaNotification represents the notification settings for an SLA policy
+type SlaNotification struct {
+	Type          string   `db:"type" json:"type"`
+	Recipients    []string `db:"recipients" json:"recipients"`
+	TimeDelay     string   `db:"time_delay" json:"time_delay"`
+	TimeDelayType string   `db:"time_delay_type" json:"time_delay_type"`
+}
+
+// ScheduledSLANotification represents a scheduled SLA notification
+type ScheduledSLANotification struct {
+	ID               int            `db:"id" json:"id"`
+	CreatedAt        time.Time      `db:"created_at" json:"created_at"`
+	UpdatedAt        time.Time      `db:"updated_at" json:"updated_at"`
+	AppliedSLAID     int            `db:"applied_sla_id" json:"applied_sla_id"`
+	Metric           string         `db:"metric" json:"metric"`
+	NotificationType string         `db:"notification_type" json:"notification_type"`
+	Recipients       pq.StringArray `db:"recipients" json:"recipients"`
+	SendAt           time.Time      `db:"send_at" json:"send_at"`
+	ProcessedAt      null.Time      `db:"processed_at" json:"processed_at,omitempty"`
+}
+
+// AppliedSLA represents an SLA policy applied to a conversation
 type AppliedSLA struct {
 	ID                      int       `db:"id"`
 	CreatedAt               time.Time `db:"created_at"`
+	Status                  string    `db:"status"`
 	ConversationID          int       `db:"conversation_id"`
 	SLAPolicyID             int       `db:"sla_policy_id"`
 	FirstResponseDeadlineAt time.Time `db:"first_response_deadline_at"`
 	ResolutionDeadlineAt    time.Time `db:"resolution_deadline_at"`
 	FirstResponseBreachedAt null.Time `db:"first_response_breached_at"`
 	ResolutionBreachedAt    null.Time `db:"resolution_breached_at"`
-	FirstResponseAt         null.Time `db:"first_response_at"`
-	ResolvedAt              null.Time `db:"resolved_at"`
+	FirstResponseMetAt      null.Time `db:"first_response_met_at"`
+	ResolutionMetAt         null.Time `db:"resolution_met_at"`
+
+	// Conversation fields.
+	ConversationFirstResponseAt null.Time `db:"conversation_first_response_at"`
+	ConversationResolvedAt      null.Time `db:"conversation_resolved_at"`
+	ConversationUUID            string    `db:"conversation_uuid"`
+	ConversationReferenceNumber string    `db:"conversation_reference_number"`
+	ConversationSubject         string    `db:"conversation_subject"`
+	ConversationAssignedUserID  null.Int  `db:"conversation_assigned_user_id"`
 }

internal/sla/queries.sql

@@ -1,19 +1,17 @@
 -- name: get-sla-policy
-SELECT * FROM sla_policies WHERE id = $1;
+SELECT id, name, description, first_response_time, resolution_time, notifications, created_at, updated_at FROM sla_policies WHERE id = $1;
 
 -- name: get-all-sla-policies
-SELECT * FROM sla_policies ORDER BY updated_at DESC;
+SELECT id, name, created_at, updated_at FROM sla_policies ORDER BY updated_at DESC;
 
 -- name: insert-sla-policy
 INSERT INTO sla_policies (
    name,
    description, 
    first_response_time,
-   resolution_time
-) VALUES ($1, $2, $3, $4);
-
--- name: delete-sla-policy
-DELETE FROM sla_policies WHERE id = $1;
+   resolution_time,
+   notifications
+) VALUES ($1, $2, $3, $4, $5);
 
 -- name: update-sla-policy
 UPDATE sla_policies SET
@@ -21,36 +19,37 @@ UPDATE sla_policies SET
    description = $3,
    first_response_time = $4,
    resolution_time = $5,
+   notifications = $6,
    updated_at = NOW()
 WHERE id = $1;
 
+-- name: delete-sla-policy
+DELETE FROM sla_policies WHERE id = $1;
+
 -- name: apply-sla
 WITH new_sla AS (
- INSERT INTO applied_slas (
-   conversation_id,
-   sla_policy_id,
-   first_response_deadline_at,
-   resolution_deadline_at
- ) VALUES ($1, $2, $3, $4)
- RETURNING conversation_id
+  INSERT INTO applied_slas (
+    conversation_id,
+    sla_policy_id,
+    first_response_deadline_at,
+    resolution_deadline_at
+  ) VALUES ($1, $2, $3, $4)
+  RETURNING conversation_id, id
 )
-UPDATE conversations 
+UPDATE conversations c
 SET sla_policy_id = $2,
-next_sla_deadline_at = LEAST(
-   NULLIF($3, NULL),
-   NULLIF($4, NULL)
-)
-WHERE id IN (SELECT conversation_id FROM new_sla);
+    next_sla_deadline_at = LEAST($3, $4)
+FROM new_sla ns
+WHERE c.id = ns.conversation_id
+RETURNING ns.id;
 
 -- name: get-pending-slas
--- Get all the applied SLAs that are not yet breached or met and is also set on the conversation.
--- This make sure when SLA is changed, we don't update the breached or met status of the previous SLA.
-SELECT a.id, a.first_response_deadline_at, c.first_reply_at as first_response_at,
-a.resolution_deadline_at, c.resolved_at as resolved_at
+-- Get all the applied SLAs (applied to a conversation) that are pending
+SELECT a.id, a.first_response_deadline_at, c.first_reply_at as conversation_first_response_at, a.sla_policy_id,
+a.resolution_deadline_at, c.resolved_at as conversation_resolved_at, c.id as conversation_id, a.first_response_met_at, a.resolution_met_at, a.first_response_breached_at, a.resolution_breached_at
 FROM applied_slas a 
 JOIN conversations c ON a.conversation_id = c.id and c.sla_policy_id = a.sla_policy_id
-WHERE (first_response_breached_at IS NULL AND first_response_met_at IS NULL)
-  OR (resolution_breached_at IS NULL AND resolution_met_at IS NULL);
+WHERE a.status = 'pending'::applied_sla_status;
 
 -- name: update-breach
 UPDATE applied_slas SET
@@ -66,8 +65,71 @@ UPDATE applied_slas SET
    updated_at = NOW()
 WHERE id = $1;
 
--- name: get-latest-sla-deadlines
-SELECT first_response_deadline_at, resolution_deadline_at
-FROM applied_slas 
-WHERE conversation_id = $1 
-ORDER BY created_at DESC LIMIT 1;
+-- name: set-next-sla-deadline
+UPDATE conversations c
+SET next_sla_deadline_at = CASE 
+    WHEN c.status_id IN (SELECT id from conversation_statuses where name in ('Resolved', 'Closed')) THEN NULL
+    WHEN c.first_reply_at IS NOT NULL AND c.resolved_at IS NULL AND a.resolution_deadline_at IS NOT NULL THEN a.resolution_deadline_at
+    WHEN c.first_reply_at IS NULL AND c.resolved_at IS NULL AND a.first_response_deadline_at IS NOT NULL THEN a.first_response_deadline_at
+    WHEN a.first_response_deadline_at IS NOT NULL AND a.resolution_deadline_at IS NOT NULL THEN LEAST(a.first_response_deadline_at, a.resolution_deadline_at)
+    ELSE NULL
+END
+FROM applied_slas a
+WHERE a.conversation_id = c.id
+AND c.id = $1;
+
+-- name: update-sla-status
+UPDATE applied_slas
+SET
+  status = CASE 
+     WHEN first_response_met_at IS NOT NULL AND resolution_met_at IS NOT NULL THEN 'met'::applied_sla_status
+     WHEN first_response_breached_at IS NOT NULL AND resolution_breached_at IS NOT NULL THEN 'breached'::applied_sla_status
+     WHEN (first_response_met_at IS NOT NULL OR first_response_breached_at IS NOT NULL) 
+          AND (resolution_met_at IS NOT NULL OR resolution_breached_at IS NOT NULL) THEN 'partially_met'::applied_sla_status
+     WHEN first_response_met_at IS NULL AND first_response_breached_at IS NULL THEN 'pending'::applied_sla_status
+     ELSE 'pending'::applied_sla_status
+  END,
+  updated_at = NOW()
+WHERE applied_slas.id = $1;
+
+-- name: insert-scheduled-sla-notification
+INSERT INTO scheduled_sla_notifications (
+   applied_sla_id,
+   metric,
+   notification_type,
+   recipients,
+   send_at
+) VALUES ($1, $2, $3, $4, $5);
+
+-- name: get-scheduled-sla-notifications
+SELECT id, created_at, updated_at, applied_sla_id, metric, notification_type, recipients, send_at, processed_at
+FROM scheduled_sla_notifications
+WHERE send_at <= NOW() AND processed_at IS NULL;
+
+-- name: get-applied-sla
+SELECT a.id,
+   a.created_at,
+   a.updated_at,
+   a.conversation_id,
+   a.sla_policy_id,
+   a.first_response_deadline_at,
+   a.resolution_deadline_at,
+   a.first_response_met_at,
+   a.resolution_met_at,
+   a.first_response_breached_at,
+   a.resolution_breached_at,
+   a.status,
+   c.first_reply_at as conversation_first_response_at,
+   c.resolved_at as conversation_resolved_at,
+   c.uuid as conversation_uuid,
+   c.reference_number as conversation_reference_number,
+   c.subject as conversation_subject,
+   c.assigned_user_id as conversation_assigned_user_id
+FROM applied_slas a inner join conversations c on a.conversation_id = c.id
+WHERE a.id = $1;
+
+-- name: mark-notification-processed
+UPDATE scheduled_sla_notifications
+SET processed_at = NOW(),
+      updated_at = NOW()
+WHERE id = $1;

internal/sla/sla.go

@@ -10,14 +10,19 @@ import (
 	"sync"
 	"time"
 
-	businessHours "github.com/abhinavxd/libredesk/internal/business_hours"
+	businesshours "github.com/abhinavxd/libredesk/internal/business_hours"
 	bmodels "github.com/abhinavxd/libredesk/internal/business_hours/models"
 	"github.com/abhinavxd/libredesk/internal/dbutil"
 	"github.com/abhinavxd/libredesk/internal/envelope"
+	notifier "github.com/abhinavxd/libredesk/internal/notification"
 	models "github.com/abhinavxd/libredesk/internal/sla/models"
+	"github.com/abhinavxd/libredesk/internal/stringutil"
 	tmodels "github.com/abhinavxd/libredesk/internal/team/models"
+	"github.com/abhinavxd/libredesk/internal/template"
+	umodels "github.com/abhinavxd/libredesk/internal/user/models"
 	"github.com/jmoiron/sqlx"
 	"github.com/jmoiron/sqlx/types"
+	"github.com/lib/pq"
 	"github.com/volatiletech/null/v9"
 	"github.com/zerodha/logf"
 )
@@ -28,17 +33,28 @@ var (
 )
 
 const (
-	SLATypeFirstResponse = "first_response"
-	SLATypeResolution    = "resolution"
+	MetricFirstResponse = "first_response"
+	MetricsResolution   = "resolution"
+
+	NotificationTypeWarning = "warning"
+	NotificationTypeBreach  = "breach"
 )
 
+var metricLabels = map[string]string{
+	MetricFirstResponse: "First Response",
+	MetricsResolution:   "Resolution",
+}
+
 // Manager manages SLA policies and calculations.
 type Manager struct {
 	q                queries
 	lo               *logf.Logger
 	teamStore        teamStore
+	userStore        userStore
 	appSettingsStore appSettingsStore
 	businessHrsStore businessHrsStore
+	notifier         *notifier.Service
+	template         *template.Manager
 	wg               sync.WaitGroup
 	opts             Opts
 }
@@ -55,10 +71,20 @@ type Deadlines struct {
 	Resolution    time.Time
 }
 
+// Breaches holds the breach timestamps for an SLA policy.
+type Breaches struct {
+	FirstResponse time.Time
+	Resolution    time.Time
+}
+
 type teamStore interface {
 	Get(id int) (tmodels.Team, error)
 }
 
+type userStore interface {
+	GetAgent(int) (umodels.User, error)
+}
+
 type appSettingsStore interface {
 	GetByPrefix(prefix string) (types.JSONText, error)
 }
@@ -69,31 +95,39 @@ type businessHrsStore interface {
 
 // queries hold prepared SQL queries.
 type queries struct {
-	GetSLA             *sqlx.Stmt `query:"get-sla-policy"`
-	GetAllSLA          *sqlx.Stmt `query:"get-all-sla-policies"`
-	InsertSLA          *sqlx.Stmt `query:"insert-sla-policy"`
-	DeleteSLA          *sqlx.Stmt `query:"delete-sla-policy"`
-	UpdateSLA          *sqlx.Stmt `query:"update-sla-policy"`
-	ApplySLA           *sqlx.Stmt `query:"apply-sla"`
-	GetPendingSLAs     *sqlx.Stmt `query:"get-pending-slas"`
-	UpdateBreach       *sqlx.Stmt `query:"update-breach"`
-	UpdateMet          *sqlx.Stmt `query:"update-met"`
-	GetLatestDeadlines *sqlx.Stmt `query:"get-latest-sla-deadlines"`
+	GetSLA                         *sqlx.Stmt `query:"get-sla-policy"`
+	GetAllSLA                      *sqlx.Stmt `query:"get-all-sla-policies"`
+	GetAppliedSLA                  *sqlx.Stmt `query:"get-applied-sla"`
+	GetScheduledSLANotifications   *sqlx.Stmt `query:"get-scheduled-sla-notifications"`
+	InsertScheduledSLANotification *sqlx.Stmt `query:"insert-scheduled-sla-notification"`
+	InsertSLA                      *sqlx.Stmt `query:"insert-sla-policy"`
+	DeleteSLA                      *sqlx.Stmt `query:"delete-sla-policy"`
+	UpdateSLA                      *sqlx.Stmt `query:"update-sla-policy"`
+	ApplySLA                       *sqlx.Stmt `query:"apply-sla"`
+	GetPendingSLAs                 *sqlx.Stmt `query:"get-pending-slas"`
+	UpdateBreach                   *sqlx.Stmt `query:"update-breach"`
+	UpdateMet                      *sqlx.Stmt `query:"update-met"`
+	SetNextSLADeadline             *sqlx.Stmt `query:"set-next-sla-deadline"`
+	UpdateSLAStatus                *sqlx.Stmt `query:"update-sla-status"`
+	MarkNotificationProcessed      *sqlx.Stmt `query:"mark-notification-processed"`
 }
 
 // New creates a new SLA manager.
-func New(opts Opts, teamStore teamStore, appSettingsStore appSettingsStore, businessHrsStore businessHrsStore) (*Manager, error) {
+func New(opts Opts, teamStore teamStore, appSettingsStore appSettingsStore, businessHrsStore businessHrsStore, notifier *notifier.Service, template *template.Manager, userStore userStore) (*Manager, error) {
 	var q queries
 	if err := dbutil.ScanSQLFile("queries.sql", &q, opts.DB, efs); err != nil {
 		return nil, err
 	}
-	return &Manager{q: q, lo: opts.Lo, teamStore: teamStore, appSettingsStore: appSettingsStore, businessHrsStore: businessHrsStore, opts: opts}, nil
+	return &Manager{q: q, lo: opts.Lo, teamStore: teamStore, appSettingsStore: appSettingsStore, businessHrsStore: businessHrsStore, notifier: notifier, template: template, userStore: userStore, opts: opts}, nil
 }
 
 // Get retrieves an SLA by ID.
 func (m *Manager) Get(id int) (models.SLAPolicy, error) {
 	var sla models.SLAPolicy
 	if err := m.q.GetSLA.Get(&sla, id); err != nil {
+		if err == sql.ErrNoRows {
+			return sla, envelope.NewError(envelope.NotFoundError, "SLA not found", nil)
+		}
 		m.lo.Error("error fetching SLA", "error", err)
 		return sla, envelope.NewError(envelope.GeneralError, "Error fetching SLA", nil)
 	}
@@ -111,14 +145,23 @@ func (m *Manager) GetAll() ([]models.SLAPolicy, error) {
 }
 
 // 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 {
+func (m *Manager) Create(name, description string, firstResponseTime, resolutionTime string, notifications models.SlaNotifications) error {
+	if _, err := m.q.InsertSLA.Exec(name, description, firstResponseTime, resolutionTime, notifications); err != nil {
 		m.lo.Error("error inserting SLA", "error", err)
 		return envelope.NewError(envelope.GeneralError, "Error creating SLA", nil)
 	}
 	return nil
 }
 
+// Update updates a SLA policy.
+func (m *Manager) Update(id int, name, description string, firstResponseTime, resolutionTime string, notifications models.SlaNotifications) error {
+	if _, err := m.q.UpdateSLA.Exec(id, name, description, firstResponseTime, resolutionTime, notifications); err != nil {
+		m.lo.Error("error updating SLA", "error", err)
+		return envelope.NewError(envelope.GeneralError, "Error updating SLA", nil)
+	}
+	return nil
+}
+
 // Delete deletes an SLA policy.
 func (m *Manager) Delete(id int) error {
 	if _, err := m.q.DeleteSLA.Exec(id); err != nil {
@@ -128,69 +171,8 @@ func (m *Manager) Delete(id int) error {
 	return nil
 }
 
-// Update updates an existing SLA policy.
-func (m *Manager) Update(id int, name, description string, firstResponseTime, resolutionTime string) error {
-	if _, err := m.q.UpdateSLA.Exec(id, name, description, firstResponseTime, resolutionTime); err != nil {
-		m.lo.Error("error updating SLA", "error", err)
-		return envelope.NewError(envelope.GeneralError, "Error updating SLA", nil)
-	}
-	return nil
-}
-
-// getBusinessHoursAndTimezone returns the business hours ID and timezone for a team, falling back to app settings.
-func (m *Manager) getBusinessHoursAndTimezone(assignedTeamID int) (bmodels.BusinessHours, string, error) {
-	var (
-		businessHrsID int
-		timezone      string
-		bh            bmodels.BusinessHours
-	)
-
-	// Fetch from team if assignedTeamID is provided.
-	if assignedTeamID != 0 {
-		team, err := m.teamStore.Get(assignedTeamID)
-		if err != nil {
-			return bh, "", err
-		}
-		businessHrsID = team.BusinessHoursID.Int
-		timezone = team.Timezone
-	}
-
-	// Else fetch from app settings, this is System default.
-	if businessHrsID == 0 || timezone == "" {
-		settingsJ, err := m.appSettingsStore.GetByPrefix("app")
-		if err != nil {
-			return bh, "", err
-		}
-
-		var out map[string]interface{}
-		if err := json.Unmarshal([]byte(settingsJ), &out); err != nil {
-			return bh, "", fmt.Errorf("parsing settings: %v", err)
-		}
-
-		businessHrsIDStr, _ := out["app.business_hours_id"].(string)
-		businessHrsID, _ = strconv.Atoi(businessHrsIDStr)
-		timezone, _ = out["app.timezone"].(string)
-	}
-
-	// If still not found, return error.
-	if businessHrsID == 0 || timezone == "" {
-		return bh, "", fmt.Errorf("business hours or timezone not configured")
-	}
-
-	bh, err := m.businessHrsStore.Get(businessHrsID)
-	if err != nil {
-		if err == businessHours.ErrBusinessHoursNotFound {
-			m.lo.Warn("business hours not found", "team_id", assignedTeamID)
-			return bh, "", fmt.Errorf("business hours not found")
-		}
-		m.lo.Error("error fetching business hours for SLA", "error", err)
-		return bh, "", err
-	}
-	return bh, timezone, nil
-}
-
-// CalculateDeadline calculates the deadline for a given start time and duration.
-func (m *Manager) CalculateDeadlines(startTime time.Time, slaPolicyID, assignedTeamID int) (Deadlines, error) {
+// GetDeadlines returns the deadline for a given start time, sla policy and assigned team.
+func (m *Manager) GetDeadlines(startTime time.Time, slaPolicyID, assignedTeamID int) (Deadlines, error) {
 	var deadlines Deadlines
 
 	businessHrs, timezone, err := m.getBusinessHoursAndTimezone(assignedTeamID)
@@ -230,47 +212,48 @@ func (m *Manager) CalculateDeadlines(startTime time.Time, slaPolicyID, assignedT
 	return deadlines, nil
 }
 
-// ApplySLA applies an SLA policy to a conversation.
+// ApplySLA applies an SLA policy to a conversation by calculating and setting the deadlines.
 func (m *Manager) ApplySLA(startTime time.Time, conversationID, assignedTeamID, slaPolicyID int) (models.SLAPolicy, error) {
 	var sla models.SLAPolicy
 
-	deadlines, err := m.CalculateDeadlines(startTime, slaPolicyID, assignedTeamID)
+	// Get deadlines for the SLA policy and assigned team.
+	deadlines, err := m.GetDeadlines(startTime, slaPolicyID, assignedTeamID)
 	if err != nil {
 		return sla, err
 	}
-	if _, err := m.q.ApplySLA.Exec(
+
+	// Insert applied SLA entry.
+	var appliedSLAID int
+	if err := m.q.ApplySLA.QueryRowx(
 		conversationID,
 		slaPolicyID,
 		deadlines.FirstResponse,
 		deadlines.Resolution,
-	); err != nil {
+	).Scan(&appliedSLAID); err != nil {
 		m.lo.Error("error applying SLA", "error", err)
 		return sla, envelope.NewError(envelope.GeneralError, "Error applying SLA", nil)
 	}
+
 	sla, err = m.Get(slaPolicyID)
 	if err != nil {
 		return sla, err
 	}
-	return sla, nil
-}
 
-// GetLatestDeadlines returns the latest deadlines for a conversation.
-func (m *Manager) GetLatestDeadlines(conversationID int) (time.Time, time.Time, error) {
-	var first, resolution time.Time
-	err := m.q.GetLatestDeadlines.QueryRow(conversationID).Scan(&first, &resolution)
-	if err == sql.ErrNoRows {
-		return first, resolution, nil
-	}
-	return first, resolution, err
+	// Schedule SLA notifications if there are any, SLA breaches did not happen yet as this is the first time SLA is applied.
+	// So, only schedule SLA breach warnings.
+	m.createNotificationSchedule(sla.Notifications, appliedSLAID, deadlines, Breaches{})
+
+	return sla, nil
 }
 
 // Run starts the SLA evaluation loop and evaluates pending SLAs.
 func (m *Manager) Run(ctx context.Context, evalInterval time.Duration) {
-	m.wg.Add(1)
-	defer m.wg.Done()
-
 	ticker := time.NewTicker(evalInterval)
-	defer ticker.Stop()
+	m.wg.Add(1)
+	defer func() {
+		m.wg.Done()
+		ticker.Stop()
+	}()
 
 	for {
 		select {
@@ -284,14 +267,296 @@ func (m *Manager) Run(ctx context.Context, evalInterval time.Duration) {
 	}
 }
 
+// SendNotifications picks scheduled SLA notifications from the database and sends them to agents as emails.
+func (m *Manager) SendNotifications(ctx context.Context) error {
+	for {
+		select {
+		case <-ctx.Done():
+			return ctx.Err()
+		default:
+			var notifications []models.ScheduledSLANotification
+			if err := m.q.GetScheduledSLANotifications.SelectContext(ctx, &notifications); err != nil {
+				if err == ctx.Err() {
+					return err
+				}
+				m.lo.Error("error fetching scheduled SLA notifications", "error", err)
+			} else {
+				m.lo.Debug("found scheduled SLA notifications", "count", len(notifications))
+				for _, notification := range notifications {
+					// Exit early if context is done.
+					select {
+					case <-ctx.Done():
+						return ctx.Err()
+					default:
+						if err := m.SendNotification(notification); err != nil {
+							m.lo.Error("error sending notification", "error", err)
+						}
+					}
+				}
+				if len(notifications) > 0 {
+					m.lo.Debug("sent SLA notifications", "count", len(notifications))
+				}
+			}
+
+			// Sleep for short duration to avoid hammering the database.
+			time.Sleep(30 * time.Second)
+		}
+	}
+}
+
+// SendNotification sends a SLA notification to agents.
+func (m *Manager) SendNotification(scheduledNotification models.ScheduledSLANotification) error {
+	var appliedSLA models.AppliedSLA
+	if err := m.q.GetAppliedSLA.Get(&appliedSLA, scheduledNotification.AppliedSLAID); err != nil {
+		m.lo.Error("error fetching applied SLA", "error", err)
+		return fmt.Errorf("fetching applied SLA for notification: %w", err)
+	}
+
+	// Send to all recipients (agents).
+	for _, recipientS := range scheduledNotification.Recipients {
+		// Check if SLA is already met, if met for the metric, skip the notification and mark the notification as processed.
+		switch scheduledNotification.Metric {
+		case MetricFirstResponse:
+			if appliedSLA.FirstResponseMetAt.Valid {
+				m.lo.Debug("skipping notification as first response is already met", "applied_sla_id", appliedSLA.ID)
+				if _, err := m.q.MarkNotificationProcessed.Exec(scheduledNotification.ID); err != nil {
+					m.lo.Error("error marking notification as processed", "error", err)
+				}
+				continue
+			}
+		case MetricsResolution:
+			if appliedSLA.ResolutionMetAt.Valid {
+				m.lo.Debug("skipping notification as resolution is already met", "applied_sla_id", appliedSLA.ID)
+				if _, err := m.q.MarkNotificationProcessed.Exec(scheduledNotification.ID); err != nil {
+					m.lo.Error("error marking notification as processed", "error", err)
+				}
+				continue
+			}
+		default:
+			m.lo.Error("unknown metric type", "metric", scheduledNotification.Metric)
+			continue
+		}
+
+		// Get recipient agent, recipient can be a specific agent or assigned user.
+		recipientID, err := strconv.Atoi(recipientS)
+		if recipientS == "assigned_user" {
+			recipientID = appliedSLA.ConversationAssignedUserID.Int
+		} else if err != nil {
+			m.lo.Error("error parsing recipient ID", "error", err, "recipient_id", recipientS)
+			continue
+		}
+		agent, err := m.userStore.GetAgent(recipientID)
+		if err != nil {
+			m.lo.Error("error fetching agent for SLA notification", "recipient_id", recipientID, "error", err)
+			if _, err := m.q.MarkNotificationProcessed.Exec(scheduledNotification.ID); err != nil {
+				m.lo.Error("error marking notification as processed", "error", err)
+			}
+			continue
+		}
+
+		var (
+			dueIn, overdueBy string
+			tmpl             string
+		)
+		// Set the template based on the notification type.
+		switch scheduledNotification.NotificationType {
+		case NotificationTypeBreach:
+			tmpl = template.TmplSLABreached
+		case NotificationTypeWarning:
+			tmpl = template.TmplSLABreachWarning
+		default:
+			m.lo.Error("unknown notification type", "notification_type", scheduledNotification.NotificationType)
+			return fmt.Errorf("unknown notification type: %s", scheduledNotification.NotificationType)
+		}
+
+		// Set the dueIn and overdueBy values based on the metric.
+		// These are relative to the current time as setting exact time would require agent's timezone.
+		getFriendlyDuration := func(target time.Time) string {
+			d := time.Until(target)
+			if d < 0 {
+				return "Overdue by " + stringutil.FormatDuration(-d, false)
+			}
+			return stringutil.FormatDuration(d, false)
+		}
+
+		switch scheduledNotification.Metric {
+		case MetricFirstResponse:
+			dueIn = getFriendlyDuration(appliedSLA.FirstResponseDeadlineAt)
+			overdueBy = getFriendlyDuration(appliedSLA.FirstResponseBreachedAt.Time)
+		case MetricsResolution:
+			dueIn = getFriendlyDuration(appliedSLA.ResolutionDeadlineAt)
+			overdueBy = getFriendlyDuration(appliedSLA.ResolutionBreachedAt.Time)
+		default:
+			m.lo.Error("unknown metric type", "metric", scheduledNotification.Metric)
+			return fmt.Errorf("unknown metric type: %s", scheduledNotification.Metric)
+		}
+
+		// Set the metric label.
+		var metricLabel string
+		if label, ok := metricLabels[scheduledNotification.Metric]; ok {
+			metricLabel = label
+		}
+
+		// Render the email template.
+		content, subject, err := m.template.RenderStoredEmailTemplate(tmpl,
+			map[string]any{
+				"SLA": map[string]any{
+					"DueIn":     dueIn,
+					"OverdueBy": overdueBy,
+					"Metric":    metricLabel,
+				},
+				"Conversation": map[string]any{
+					"ReferenceNumber": appliedSLA.ConversationReferenceNumber,
+					"Subject":         appliedSLA.ConversationSubject,
+					"Priority":        "",
+					"UUID":            appliedSLA.ConversationUUID,
+				},
+				"Agent": map[string]any{
+					"FirstName": agent.FirstName,
+					"LastName":  agent.LastName,
+					"FullName":  agent.FullName(),
+					"Email":     agent.Email,
+				},
+				"Recipient": map[string]any{
+					"FirstName": agent.FirstName,
+					"LastName":  agent.LastName,
+					"FullName":  agent.FullName(),
+					"Email":     agent.Email,
+				},
+			})
+
+		if err != nil {
+			m.lo.Error("error rendering email template", "template", template.TmplConversationAssigned, "scheduled_notification_id", scheduledNotification.ID, "error", err)
+			continue
+		}
+
+		// Enqueue email notification.
+		if err := m.notifier.Send(notifier.Message{
+			RecipientEmails: []string{
+				agent.Email.String,
+			},
+			Subject:  subject,
+			Content:  content,
+			Provider: notifier.ProviderEmail,
+		}); err != nil {
+			m.lo.Error("error sending email notification", "error", err)
+		}
+
+		// Set the notification as processed.
+		if _, err := m.q.MarkNotificationProcessed.Exec(scheduledNotification.ID); err != nil {
+			m.lo.Error("error marking notification as processed", "error", err)
+		}
+	}
+	return nil
+}
+
 // Close closes the SLA evaluation loop by stopping the worker pool.
 func (m *Manager) Close() error {
 	m.wg.Wait()
 	return nil
 }
 
-// evaluatePendingSLAs fetches unbreached SLAs and evaluates them.
-// Here evaluation means checking if the SLA deadlines have been met or breached and updating timestamps accordingly.
+// getBusinessHoursAndTimezone returns the business hours ID and timezone for a team, falling back to app settings i.e. default helpdesk settings.
+func (m *Manager) getBusinessHoursAndTimezone(assignedTeamID int) (bmodels.BusinessHours, string, error) {
+	var (
+		businessHrsID int
+		timezone      string
+		bh            bmodels.BusinessHours
+	)
+
+	// Fetch from team if assignedTeamID is provided.
+	if assignedTeamID != 0 {
+		team, err := m.teamStore.Get(assignedTeamID)
+		if err == nil {
+			businessHrsID = team.BusinessHoursID.Int
+			timezone = team.Timezone
+		}
+	}
+
+	// Else fetch from app settings, this is System default.
+	if businessHrsID == 0 || timezone == "" {
+		settingsJ, err := m.appSettingsStore.GetByPrefix("app")
+		if err != nil {
+			return bh, "", err
+		}
+
+		var out map[string]interface{}
+		if err := json.Unmarshal([]byte(settingsJ), &out); err != nil {
+			return bh, "", fmt.Errorf("parsing settings: %v", err)
+		}
+
+		businessHrsIDStr, _ := out["app.business_hours_id"].(string)
+		businessHrsID, _ = strconv.Atoi(businessHrsIDStr)
+		timezone, _ = out["app.timezone"].(string)
+	}
+
+	// If still not found, return error.
+	if businessHrsID == 0 || timezone == "" {
+		return bh, "", fmt.Errorf("business hours or timezone not configured")
+	}
+
+	bh, err := m.businessHrsStore.Get(businessHrsID)
+	if err != nil {
+		if err == businesshours.ErrBusinessHoursNotFound {
+			m.lo.Warn("business hours not found", "team_id", assignedTeamID)
+			return bh, "", fmt.Errorf("business hours not found")
+		}
+		m.lo.Error("error fetching business hours for SLA", "error", err)
+		return bh, "", err
+	}
+	return bh, timezone, nil
+}
+
+// createNotificationSchedule creates a notification schedule in database for the applied SLA.
+func (m *Manager) createNotificationSchedule(notifications models.SlaNotifications, appliedSLAID int, deadlines Deadlines, breaches Breaches) {
+	scheduleNotification := func(sendAt time.Time, metric, notifType string, recipients []string) {
+		if sendAt.Before(time.Now().Add(-5 * time.Minute)) {
+			m.lo.Debug("skipping scheduling notification as it is in the past", "send_at", sendAt)
+			return
+		}
+
+		if _, err := m.q.InsertScheduledSLANotification.Exec(appliedSLAID, metric, notifType, pq.Array(recipients), sendAt); err != nil {
+			m.lo.Error("error inserting scheduled SLA notification", "error", err)
+		}
+	}
+
+	// Insert scheduled entries for each notification.
+	for _, notif := range notifications {
+		var (
+			delayDur time.Duration
+			err      error
+		)
+
+		// No delay for immediate notifications.
+		if notif.TimeDelayType == "immediately" {
+			delayDur = 0
+		} else {
+			delayDur, err = time.ParseDuration(notif.TimeDelay)
+			if err != nil {
+				m.lo.Error("error parsing sla notification delay", "error", err)
+				continue
+			}
+		}
+
+		if notif.Type == NotificationTypeWarning {
+			if !deadlines.FirstResponse.IsZero() {
+				scheduleNotification(deadlines.FirstResponse.Add(-delayDur), MetricFirstResponse, notif.Type, notif.Recipients)
+			}
+			if !deadlines.Resolution.IsZero() {
+				scheduleNotification(deadlines.Resolution.Add(-delayDur), MetricsResolution, notif.Type, notif.Recipients)
+			}
+		} else if notif.Type == NotificationTypeBreach {
+			if !breaches.FirstResponse.IsZero() {
+				scheduleNotification(breaches.FirstResponse.Add(delayDur), MetricFirstResponse, notif.Type, notif.Recipients)
+			}
+			if !breaches.Resolution.IsZero() {
+				scheduleNotification(breaches.Resolution.Add(delayDur), MetricsResolution, notif.Type, notif.Recipients)
+			}
+		}
+	}
+}
+
+// evaluatePendingSLAs fetches pending SLAs and evaluates them, pending SLAs are applied SLAs that have not breached or met yet.
 func (m *Manager) evaluatePendingSLAs(ctx context.Context) error {
 	var pendingSLAs []models.AppliedSLA
 	if err := m.q.GetPendingSLAs.SelectContext(ctx, &pendingSLAs); err != nil {
@@ -315,24 +580,31 @@ func (m *Manager) evaluatePendingSLAs(ctx context.Context) error {
 
 // evaluateSLA evaluates an SLA policy on an applied SLA.
 func (m *Manager) evaluateSLA(sla models.AppliedSLA) error {
-	now := time.Now()
-	checkDeadline := func(deadline time.Time, metAt null.Time, slaType string) error {
+	m.lo.Debug("evaluating SLA", "conversation_id", sla.ConversationID, "applied_sla_id", sla.ID)
+	checkDeadline := func(deadline time.Time, metAt null.Time, metric string) error {
 		if deadline.IsZero() {
+			m.lo.Warn("deadline zero, skipping checking the deadline")
 			return nil
 		}
+
+		now := time.Now()
 		if !metAt.Valid && now.After(deadline) {
-			if _, err := m.q.UpdateBreach.Exec(sla.ID, slaType); err != nil {
-				return fmt.Errorf("updating SLA breach: %w", err)
+			m.lo.Debug("SLA breached as current time is after deadline", "deadline", deadline, "now", now, "metric", metric)
+			if err := m.updateBreachAt(sla.ID, sla.SLAPolicyID, metric); err != nil {
+				return fmt.Errorf("updating SLA breach timestamp: %w", err)
 			}
 			return nil
 		}
+
 		if metAt.Valid {
 			if metAt.Time.After(deadline) {
-				if _, err := m.q.UpdateBreach.Exec(sla.ID, slaType); err != nil {
+				m.lo.Debug("SLA breached as met_at is after deadline", "deadline", deadline, "met_at", metAt.Time, "metric", metric)
+				if err := m.updateBreachAt(sla.ID, sla.SLAPolicyID, metric); err != nil {
 					return fmt.Errorf("updating SLA breach: %w", err)
 				}
 			} else {
-				if _, err := m.q.UpdateMet.Exec(sla.ID, slaType); err != nil {
+				m.lo.Debug("SLA type met", "deadline", deadline, "met_at", metAt.Time, "metric", metric)
+				if _, err := m.q.UpdateMet.Exec(sla.ID, metric); err != nil {
 					return fmt.Errorf("updating SLA met: %w", err)
 				}
 			}
@@ -340,11 +612,60 @@ func (m *Manager) evaluateSLA(sla models.AppliedSLA) error {
 		return nil
 	}
 
-	if err := checkDeadline(sla.FirstResponseDeadlineAt, sla.FirstResponseAt, SLATypeFirstResponse); err != nil {
-		return err
+	// If first response is not breached and not met, check the deadline and set them.
+	if !sla.FirstResponseBreachedAt.Valid && !sla.FirstResponseMetAt.Valid {
+		m.lo.Debug("checking deadline", "deadline", sla.FirstResponseDeadlineAt, "met_at", sla.ConversationFirstResponseAt.Time, "metric", MetricFirstResponse)
+		if err := checkDeadline(sla.FirstResponseDeadlineAt, sla.ConversationFirstResponseAt, MetricFirstResponse); err != nil {
+			return err
+		}
 	}
-	if err := checkDeadline(sla.ResolutionDeadlineAt, sla.ResolvedAt, SLATypeResolution); err != nil {
-		return err
+
+	// If resolution is not breached and not met, check the deadine and set them.
+	if !sla.ResolutionBreachedAt.Valid && !sla.ResolutionMetAt.Valid {
+		m.lo.Debug("checking deadline", "deadline", sla.ResolutionDeadlineAt, "met_at", sla.ConversationResolvedAt.Time, "metric", MetricsResolution)
+		if err := checkDeadline(sla.ResolutionDeadlineAt, sla.ConversationResolvedAt, MetricsResolution); err != nil {
+			return err
+		}
 	}
+
+	// Update the conversation next SLA deadline.
+	if _, err := m.q.SetNextSLADeadline.Exec(sla.ConversationID); err != nil {
+		return fmt.Errorf("setting conversation next SLA deadline: %w", err)
+	}
+
+	// Update status of applied SLA.
+	if _, err := m.q.UpdateSLAStatus.Exec(sla.ID); err != nil {
+		return fmt.Errorf("updating applied SLA status: %w", err)
+	}
+
+	return nil
+}
+
+// updateBreachAt updates the breach timestamp for an SLA.
+func (m *Manager) updateBreachAt(appliedSLAID, slaPolicyID int, metric string) error {
+	if _, err := m.q.UpdateBreach.Exec(appliedSLAID, metric); err != nil {
+		return err
+	}
+
+	// Schedule notification for the breach if there are any.
+	sla, err := m.Get(slaPolicyID)
+	if err != nil {
+		m.lo.Error("error fetching SLA for scheduling breach notification", "error", err)
+		return err
+	}
+
+	var firstResponse, resolution time.Time
+	if metric == MetricFirstResponse {
+		firstResponse = time.Now()
+	} else if metric == MetricsResolution {
+		resolution = time.Now()
+	}
+
+	// Create notification schedule.
+	m.createNotificationSchedule(sla.Notifications, appliedSLAID, Deadlines{}, Breaches{
+		FirstResponse: firstResponse,
+		Resolution:    resolution,
+	})
+
 	return nil
 }

internal/stringutil/stringutil.go

@@ -160,3 +160,25 @@ func RemoveItemByValue(slice []string, value string) []string {
 	}
 	return result
 }
+
+// FormatDuration formats a duration as a string.
+func FormatDuration(d time.Duration, includeSeconds bool) string {
+	d = d.Round(time.Second)
+	h := int64(d.Hours())
+	d -= time.Duration(h) * time.Hour
+	m := int64(d.Minutes())
+	d -= time.Duration(m) * time.Minute
+	s := int64(d.Seconds())
+
+	var parts []string
+	if h > 0 {
+		parts = append(parts, fmt.Sprintf("%d hours", h))
+	}
+	if m >= 0 {
+		parts = append(parts, fmt.Sprintf("%d minutes", m))
+	}
+	if s > 0 && includeSeconds {
+		parts = append(parts, fmt.Sprintf("%d seconds", s))
+	}
+	return strings.Join(parts, " ")
+}

internal/tag/tag.go

@@ -63,6 +63,9 @@ func (t *Manager) GetAll() ([]models.Tag, error) {
 // Create creates a new tag.
 func (t *Manager) Create(name string) error {
 	if _, err := t.q.InsertTag.Exec(name); err != nil {
+		if dbutil.IsUniqueViolationError(err) {
+			return envelope.NewError(envelope.ConflictError, "Tag already exists", nil)
+		}
 		t.lo.Error("error inserting tag", "error", err)
 		return envelope.NewError(envelope.GeneralError, "Error creating tag", nil)
 	}

internal/team/queries.sql

@@ -15,7 +15,7 @@ SELECT u.id, t.id as team_id
 FROM users u
 JOIN team_members tm ON tm.user_id = u.id
 JOIN teams t ON t.id = tm.team_id
-WHERE t.id = $1;
+WHERE t.id = $1 AND u.deleted_at IS NULL AND u.type = 'agent' AND u.enabled = true;
 
 -- name: insert-team
 INSERT INTO teams (name, timezone, conversation_assignment_type, business_hours_id, sla_policy_id, emoji, max_auto_assigned_conversations) VALUES ($1, $2, $3, $4, $5, $6, $7) RETURNING id;

internal/template/render.go

@@ -12,6 +12,8 @@ import (
 const (
 	// Built-in templates names stored in the database.
 	TmplConversationAssigned = "Conversation assigned"
+	TmplSLABreachWarning     = "SLA breach warning"
+	TmplSLABreached          = "SLA breached"
 
 	// Built-in templates fetched from memory stored in `static` directory.
 	TmplResetPassword = "reset-password"
@@ -29,12 +31,11 @@ func (m *Manager) RenderEmailWithTemplate(data any, content string) (string, err
 
 	defaultTmpl, err := m.getDefaultOutgoingEmailTemplate()
 	if err != nil {
-		if err == ErrTemplateNotFound {
-			m.lo.Warn("default outgoing email template not found, rendering content without any template")
-			return content, nil
-		}
 		m.lo.Error("error fetching default outgoing email template", "error", err)
-		return "", fmt.Errorf("fetching default outgoing email template: %w", err)
+	}
+
+	if defaultTmpl.Body == "" {
+		defaultTmpl.Body = `{{ template "content" . }}`
 	}
 
 	baseTemplate, err := template.New(TmplBase).Funcs(m.funcMap).Parse(defaultTmpl.Body)
@@ -70,18 +71,6 @@ func (m *Manager) RenderStoredEmailTemplate(name string, data any) (string, stri
 		return "", "", err
 	}
 
-	executeContentTemplate := func(tmplBody string) (string, error) {
-		var sb strings.Builder
-		t, err := template.New(name).Funcs(m.funcMap).Parse(tmplBody)
-		if err != nil {
-			return "", fmt.Errorf("parsing content template: %w", err)
-		}
-		if err := t.Execute(&sb, data); err != nil {
-			return "", fmt.Errorf("executing content template: %w", err)
-		}
-		return sb.String(), nil
-	}
-
 	executeSubjectTemplate := func(subject string) (string, error) {
 		var sb strings.Builder
 		subjectTmpl, err := template.New("subject").Funcs(m.funcMap).Parse(subject)
@@ -96,19 +85,11 @@ func (m *Manager) RenderStoredEmailTemplate(name string, data any) (string, stri
 
 	defaultTmpl, err := m.getDefaultOutgoingEmailTemplate()
 	if err != nil {
-		if err == ErrTemplateNotFound {
-			m.lo.Warn("default outgoing email template not found, rendering content any template")
-			content, err := executeContentTemplate(tmpl.Body)
-			if err != nil {
-				return "", "", err
-			}
-			subject, err := executeSubjectTemplate(tmpl.Subject.String)
-			if err != nil {
-				return "", "", err
-			}
-			return content, subject, nil
-		}
-		return "", "", err
+		m.lo.Error("error fetching default outgoing email template", "error", err)
+	}
+
+	if defaultTmpl.Body == "" {
+		defaultTmpl.Body = `{{ template "content" . }}`
 	}
 
 	baseTemplate, err := template.New(TmplBase).Funcs(m.funcMap).Parse(defaultTmpl.Body)

internal/user/queries.sql

@@ -5,9 +5,13 @@ WHERE u.email != 'System' AND u.deleted_at IS NULL AND u.type = 'agent'
 ORDER BY u.updated_at DESC;
 
 -- name: soft-delete-user
-UPDATE users
-SET deleted_at = now(), updated_at = now()
-WHERE id = $1 AND type = 'agent';
+WITH soft_delete AS (
+    UPDATE users
+    SET deleted_at = now(), updated_at = now()
+    WHERE id = $1 AND type = 'agent'
+    RETURNING id
+)
+DELETE FROM team_members WHERE user_id IN (SELECT id FROM soft_delete);
 
 -- name: get-users-compact
 SELECT u.id, u.first_name, u.last_name, u.enabled, u.avatar_url

internal/user/user.go

@@ -175,7 +175,7 @@ func (u *Manager) Get(id int, type_ string) (models.User, error) {
 	if err := u.q.GetUser.Get(&user, id, "", type_); err != nil {
 		if errors.Is(err, sql.ErrNoRows) {
 			u.lo.Error("user not found", "id", id, "error", err)
-			return user, envelope.NewError(envelope.GeneralError, "User not found", nil)
+			return user, envelope.NewError(envelope.NotFoundError, "User not found", nil)
 		}
 		u.lo.Error("error fetching user from db", "error", err)
 		return user, envelope.NewError(envelope.GeneralError, "Error fetching user", nil)
@@ -435,7 +435,7 @@ func CreateSystemUser(ctx context.Context, password string, db *sqlx.DB) error {
 	if err != nil {
 		return fmt.Errorf("failed to create system user: %v", err)
 	}
-	log.Print("system user created successfully")
+	log.Print("system user created successfully. Use command 'libredesk --set-system-user-password' to set the password and login with email 'System'.")
 	return nil
 }
 

schema.sql

@@ -14,6 +14,9 @@ DROP TYPE IF EXISTS "macro_visibility" CASCADE; CREATE TYPE "macro_visibility" A
 DROP TYPE IF EXISTS "media_disposition" CASCADE; CREATE TYPE "media_disposition" AS ENUM ('inline', 'attachment');
 DROP TYPE IF EXISTS "media_store" CASCADE; CREATE TYPE "media_store" AS ENUM ('s3', 'fs');
 DROP TYPE IF EXISTS "user_availability_status" CASCADE; CREATE TYPE "user_availability_status" AS ENUM ('online', 'away', 'away_manual', 'offline');
+DROP TYPE IF EXISTS "applied_sla_status" CASCADE; CREATE TYPE "applied_sla_status" AS ENUM ('pending', 'breached', 'met', 'partially_met');
+DROP TYPE IF EXISTS "sla_metric" CASCADE; CREATE TYPE "sla_metric" AS ENUM ('first_response', 'resolution');
+DROP TYPE IF EXISTS "sla_notification_type" CASCADE; CREATE TYPE "sla_notification_type" AS ENUM ('warning', 'breach');
 
 -- Sequence to generate reference number for conversations.
 DROP SEQUENCE IF EXISTS conversation_reference_number_sequence; CREATE SEQUENCE conversation_reference_number_sequence START 100;
@@ -35,6 +38,7 @@ CREATE TABLE sla_policies (
 	description TEXT NULL,
 	first_response_time TEXT NOT NULL,
 	resolution_time TEXT NOT NULL,
+	notifications JSONB DEFAULT '[]'::jsonb NOT NULL,
 	CONSTRAINT constraint_sla_policies_on_name CHECK (length(name) <= 140),
 	CONSTRAINT constraint_sla_policies_on_description CHECK (length(description) <= 300)
 );
@@ -431,6 +435,8 @@ CREATE TABLE applied_slas (
 	created_at TIMESTAMPTZ DEFAULT NOW(),
 	updated_at TIMESTAMPTZ DEFAULT NOW(),
 
+	status applied_sla_status DEFAULT 'pending' NOT NULL,
+
 	-- 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,
@@ -443,6 +449,22 @@ CREATE TABLE applied_slas (
 	resolution_met_at TIMESTAMPTZ NULL
 );
 CREATE INDEX index_applied_slas_on_conversation_id ON applied_slas(conversation_id);
+CREATE INDEX index_applied_slas_on_status ON applied_slas(status);
+
+DROP TABLE IF EXISTS scheduled_sla_notifications CASCADE;
+CREATE TABLE scheduled_sla_notifications (
+  id BIGSERIAL PRIMARY KEY,
+  created_at TIMESTAMPTZ DEFAULT NOW(),
+  updated_at TIMESTAMPTZ DEFAULT NOW(),
+  applied_sla_id BIGINT NOT NULL REFERENCES applied_slas(id) ON DELETE CASCADE,
+  metric sla_metric NOT NULL,
+  notification_type sla_notification_type NOT NULL,
+  recipients TEXT[] NOT NULL,
+  send_at TIMESTAMPTZ NOT NULL,
+  processed_at TIMESTAMPTZ
+);
+CREATE INDEX index_scheduled_sla_notifications_on_send_at ON scheduled_sla_notifications(send_at);
+CREATE INDEX index_scheduled_sla_notifications_on_processed_at ON scheduled_sla_notifications(processed_at);
 
 DROP TABLE IF EXISTS ai_providers CASCADE;
 CREATE TABLE ai_providers (
@@ -494,7 +516,7 @@ VALUES
     ('app.favicon_url', '"http://localhost:9000/favicon.ico"'::jsonb),
     ('app.max_file_upload_size', '20'::jsonb),
     ('app.allowed_file_upload_extensions', '["*"]'::jsonb),
-	('app.timezone', '"Asia/Calcutta"'::jsonb),
+	('app.timezone', '"Asia/Kolkata"'::jsonb),
 	('app.business_hours_id', '""'::jsonb),
     ('notification.email.username', '"admin@yourcompany.com"'::jsonb),
     ('notification.email.host', '"smtp.gmail.com"'::jsonb),
@@ -504,6 +526,9 @@ VALUES
     ('notification.email.idle_timeout', '"5s"'::jsonb),
     ('notification.email.wait_timeout', '"5s"'::jsonb),
     ('notification.email.auth_protocol', '"plain"'::jsonb),
+	('notification.email.tls_type', '"starttls"'::jsonb),
+	('notification.email.tls_skip_verify', 'false'::jsonb),
+	('notification.email.hello_hostname', '""'::jsonb),
     ('notification.email.email_address', '"admin@yourcompany.com"'::jsonb),
     ('notification.email.max_msg_retries', '3'::jsonb),
     ('notification.email.enabled', 'false'::jsonb);
@@ -545,8 +570,6 @@ VALUES
 INSERT INTO templates
 ("type", body, is_default, "name", subject, is_builtin)
 VALUES('email_notification'::template_type, '
-<p>Hi {{ .Agent.FirstName }},</p>
-
 <p>A new conversation has been assigned to you:</p>
 
 <div>
@@ -563,4 +586,67 @@ VALUES('email_notification'::template_type, '
     Libredesk
 </div>
 
-', false, 'Conversation assigned', 'New conversation assigned to you', true);
+', false, 'Conversation assigned', 'New conversation assigned to you', true);
+
+INSERT INTO templates
+("type", body, is_default, "name", subject, is_builtin)
+VALUES (
+  'email_notification'::template_type,
+  '
+
+<p>This is a notification that the SLA for conversation {{ .Conversation.ReferenceNumber }} is approaching the SLA deadline for {{ .SLA.Metric }}.</p>
+
+<p>
+  Details:<br>
+  - Conversation reference number: {{ .Conversation.ReferenceNumber }}<br>
+  - Metric: {{ .SLA.Metric }}<br>
+  - Due in: {{ .SLA.DueIn }}
+</p>
+
+<p>
+    <a href="{{ RootURL }}/inboxes/assigned/conversation/{{ .Conversation.UUID }}">View Conversation</a>
+</p>
+
+
+<p>
+  Best regards,<br>
+  Libredesk
+</p>
+
+',
+  false,
+  'SLA breach warning',
+  'SLA Alert: Conversation {{ .Conversation.ReferenceNumber }} is approaching SLA deadline for {{ .SLA.Metric }}',
+  true
+);
+
+INSERT INTO templates
+("type", body, is_default, "name", subject, is_builtin)
+VALUES (
+  'email_notification'::template_type,
+  '
+<p>This is an urgent alert that the SLA for conversation {{ .Conversation.ReferenceNumber }} has been breached for {{ .SLA.Metric }}. Please take immediate action.</p>
+
+<p>
+  Details:<br>
+  - Conversation reference number: {{ .Conversation.ReferenceNumber }}<br>
+  - Metric: {{ .SLA.Metric }}<br>
+  - Overdue by: {{ .SLA.OverdueBy }}
+</p>
+
+<p>
+    <a href="{{ RootURL }}/inboxes/assigned/conversation/{{ .Conversation.UUID }}">View Conversation</a>
+</p>
+
+
+<p>
+  Best regards,<br>
+  Libredesk
+</p>
+
+',
+  false,
+  'SLA breached',
+  'Urgent: SLA Breach for Conversation {{ .Conversation.ReferenceNumber }} for {{ .SLA.Metric }}',
+  true
+);