Restructure omni services and add Chatwoot research snapshot

research/chatwoot/app/helpers/api/base_helper.rb

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+module Api::BaseHelper
+end

research/chatwoot/app/helpers/api/v1/agents_helper.rb

@@ -0,0 +1,2 @@
+module Api::V1::AgentsHelper
+end

research/chatwoot/app/helpers/api/v1/canned_responses_helper.rb

@@ -0,0 +1,2 @@
+module Api::V1::CannedResponsesHelper
+end

research/chatwoot/app/helpers/api/v1/conversations_helper.rb

@@ -0,0 +1,2 @@
+module Api::V1::ConversationsHelper
+end

research/chatwoot/app/helpers/api/v1/inboxes_helper.rb

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+module Api::V1::InboxesHelper
+  def inbox_name(channel)
+    return channel.try(:bot_name) if channel.is_a?(Channel::Telegram)
+
+    permitted_params[:name]
+  end
+
+  def validate_email_channel(attributes)
+    channel_data = permitted_params(attributes)[:channel]
+
+    validate_imap(channel_data)
+    validate_smtp(channel_data)
+  end
+
+  private
+
+  def validate_imap(channel_data)
+    return unless channel_data.key?('imap_enabled') && channel_data[:imap_enabled]
+
+    Mail.defaults do
+      retriever_method :imap, { address: channel_data[:imap_address],
+                                port: channel_data[:imap_port],
+                                user_name: channel_data[:imap_login],
+                                password: channel_data[:imap_password],
+                                enable_ssl: channel_data[:imap_enable_ssl] }
+    end
+
+    check_imap_connection(channel_data)
+  end
+
+  def validate_smtp(channel_data)
+    return unless channel_data.key?('smtp_enabled') && channel_data[:smtp_enabled]
+
+    smtp = Net::SMTP.new(channel_data[:smtp_address], channel_data[:smtp_port])
+
+    set_smtp_encryption(channel_data, smtp)
+    check_smtp_connection(channel_data, smtp)
+  end
+
+  def check_imap_connection(channel_data)
+    Mail.connection {} # rubocop:disable:block
+  rescue SocketError => e
+    raise StandardError, I18n.t('errors.inboxes.imap.socket_error')
+  rescue Net::IMAP::NoResponseError => e
+    raise StandardError, I18n.t('errors.inboxes.imap.no_response_error')
+  rescue Errno::EHOSTUNREACH => e
+    raise StandardError, I18n.t('errors.inboxes.imap.host_unreachable_error')
+  rescue Net::OpenTimeout => e
+    raise StandardError,
+          I18n.t('errors.inboxes.imap.connection_timed_out_error', address: channel_data[:imap_address], port: channel_data[:imap_port])
+  rescue Net::IMAP::Error => e
+    raise StandardError, I18n.t('errors.inboxes.imap.connection_closed_error')
+  rescue StandardError => e
+    raise StandardError, e.message
+  ensure
+    Rails.logger.error "[Api::V1::InboxesHelper] check_imap_connection failed with #{e.message}" if e.present?
+  end
+
+  def check_smtp_connection(channel_data, smtp)
+    smtp.start(channel_data[:smtp_domain], channel_data[:smtp_login], channel_data[:smtp_password],
+               channel_data[:smtp_authentication]&.to_sym || :login)
+    smtp.finish
+  end
+
+  def set_smtp_encryption(channel_data, smtp)
+    if channel_data[:smtp_enable_ssl_tls]
+      set_enable_tls(channel_data, smtp)
+    elsif channel_data[:smtp_enable_starttls_auto]
+      set_enable_starttls_auto(channel_data, smtp)
+    end
+  end
+
+  def set_enable_starttls_auto(channel_data, smtp)
+    return unless smtp.respond_to?(:enable_starttls_auto)
+
+    if channel_data[:smtp_openssl_verify_mode]
+      context = enable_openssl_mode(channel_data[:smtp_openssl_verify_mode])
+      smtp.enable_starttls_auto(context)
+    else
+      smtp.enable_starttls_auto
+    end
+  end
+
+  def set_enable_tls(channel_data, smtp)
+    return unless smtp.respond_to?(:enable_tls)
+
+    if channel_data[:smtp_openssl_verify_mode]
+      context = enable_openssl_mode(channel_data[:smtp_openssl_verify_mode])
+      smtp.enable_tls(context)
+    else
+      smtp.enable_tls
+    end
+  end
+
+  def enable_openssl_mode(smtp_openssl_verify_mode)
+    openssl_verify_mode = "OpenSSL::SSL::VERIFY_#{smtp_openssl_verify_mode.upcase}".constantize if smtp_openssl_verify_mode.is_a?(String)
+    context = Net::SMTP.default_ssl_context
+    context.verify_mode = openssl_verify_mode
+    context
+  end
+
+  def account_channels_method
+    {
+      'web_widget' => Current.account.web_widgets,
+      'api' => Current.account.api_channels,
+      'email' => Current.account.email_channels,
+      'line' => Current.account.line_channels,
+      'telegram' => Current.account.telegram_channels,
+      'whatsapp' => Current.account.whatsapp_channels,
+      'sms' => Current.account.sms_channels
+    }[permitted_params[:channel][:type]]
+  end
+
+  def validate_limit
+    return unless Current.account.inboxes.count >= Current.account.usage_limits[:inboxes]
+
+    render_payment_required('Account limit exceeded. Upgrade to a higher plan')
+  end
+end

research/chatwoot/app/helpers/api/v1/widget/messages_helper.rb

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+module Api::V1::Widget::MessagesHelper
+end

research/chatwoot/app/helpers/api/v2/accounts/heatmap_helper.rb

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+module Api::V2::Accounts::HeatmapHelper
+  def generate_conversations_heatmap_report
+    timezone_data = generate_heatmap_data_for_timezone(params[:timezone_offset])
+
+    group_traffic_data(timezone_data)
+  end
+
+  private
+
+  def group_traffic_data(data)
+    # start with an empty array
+    result_arr = []
+
+    # pick all the unique dates from the data in ascending order
+    dates = data.pluck(:date).uniq.sort
+
+    # add the dates as the first row, leave an empty cell for the hour column
+    # e.g. ['Start of the hour', '2023-01-01', '2023-1-02', '2023-01-03']
+    result_arr << (['Start of the hour'] + dates)
+
+    # group the data by hour, we do not need to sort it, because the data is already sorted
+    # given it starts from the beginning of the day
+    # here each hour is a key, and the value is an array of all the items for that hour at each date
+    # e.g. hour = 1
+    # value = [{date: 2023-01-01, value: 1}, {date: 2023-01-02, value: 1}, {date: 2023-01-03, value: 1}, ...]
+    data.group_by { |d| d[:hour] }.each do |hour, items|
+      # create a new row for each hour
+      row = [format('%02d:00', hour)]
+
+      # group the items by date, so we can easily access the value for each date
+      # grouped values will be a hasg with the date as the key, and the value as the value
+      # e.g. { '2023-01-01' => [{date: 2023-01-01, value: 1}], '2023-01-02' => [{date: 2023-01-02, value: 1}], ... }
+      grouped_values = items.group_by { |d| d[:date] }
+
+      # now for each unique date we have, we can access the value for that date and append it to the array
+      dates.each do |date|
+        row << (grouped_values[date][0][:value] if grouped_values[date].is_a?(Array))
+      end
+
+      # row will look like ['22:00', 0, 0, 1, 4, 6, 7, 4]
+      # add the row to the result array
+
+      result_arr << row
+    end
+
+    # return the resultant array
+    # the result looks like this
+    # [
+    #   ['Start of the hour', '2023-01-01', '2023-1-02', '2023-01-03'],
+    #   ['00:00', 0, 0, 0],
+    #   ['01:00', 0, 0, 0],
+    #   ['02:00', 0, 0, 0],
+    #   ['03:00', 0, 0, 0],
+    #   ['04:00', 0, 0, 0],
+    # ]
+    result_arr
+  end
+
+  def generate_heatmap_data_for_timezone(offset)
+    timezone = ActiveSupport::TimeZone[offset]&.name
+    timezone_today = DateTime.now.in_time_zone(timezone).beginning_of_day
+
+    timezone_data_raw = generate_heatmap_data(timezone_today, offset)
+
+    transform_data(timezone_data_raw, false)
+  end
+
+  def generate_heatmap_data(date, offset)
+    report_params = {
+      type: :account,
+      group_by: 'hour',
+      metric: 'conversations_count',
+      business_hours: false
+    }
+
+    V2::ReportBuilder.new(Current.account, report_params.merge({
+                                                                 since: since_timestamp(date),
+                                                                 until: until_timestamp(date),
+                                                                 timezone_offset: offset
+                                                               })).build
+  end
+
+  def transform_data(data, zone_transform)
+    # rubocop:disable Rails/TimeZone
+    data.map do |d|
+      date = zone_transform ? Time.zone.at(d[:timestamp]) : Time.at(d[:timestamp])
+      {
+        date: date.to_date.to_s,
+        hour: date.hour,
+        value: d[:value]
+      }
+    end
+    # rubocop:enable Rails/TimeZone
+  end
+
+  def since_timestamp(date)
+    number_of_days = params[:days_before].present? ? params[:days_before].to_i.days : 6.days
+    (date - number_of_days).to_i.to_s
+  end
+
+  def until_timestamp(date)
+    date.to_i.to_s
+  end
+end

research/chatwoot/app/helpers/api/v2/accounts/reports_helper.rb

@@ -0,0 +1,93 @@
+module Api::V2::Accounts::ReportsHelper
+  def generate_agents_report
+    reports = V2::Reports::AgentSummaryBuilder.new(
+      account: Current.account,
+      params: build_params(type: :agent)
+    ).build
+
+    Current.account.users.map do |agent|
+      report = reports.find { |r| r[:id] == agent.id }
+      [agent.name] + generate_readable_report_metrics(report)
+    end
+  end
+
+  def generate_inboxes_report
+    reports = V2::Reports::InboxSummaryBuilder.new(
+      account: Current.account,
+      params: build_params(type: :inbox)
+    ).build
+
+    Current.account.inboxes.map do |inbox|
+      report = reports.find { |r| r[:id] == inbox.id }
+      [inbox.name, inbox.channel&.name] + generate_readable_report_metrics(report)
+    end
+  end
+
+  def generate_teams_report
+    reports = V2::Reports::TeamSummaryBuilder.new(
+      account: Current.account,
+      params: build_params(type: :team)
+    ).build
+
+    Current.account.teams.map do |team|
+      report = reports.find { |r| r[:id] == team.id }
+      [team.name] + generate_readable_report_metrics(report)
+    end
+  end
+
+  def generate_labels_report
+    reports = V2::Reports::LabelSummaryBuilder.new(
+      account: Current.account,
+      params: build_params({})
+    ).build
+
+    reports.map do |report|
+      [report[:name]] + generate_readable_report_metrics(report)
+    end
+  end
+
+  def generate_conversations_report
+    builder = V2::Reports::Conversations::MetricBuilder.new(Current.account, build_params(type: :account))
+    summary = builder.summary
+
+    [generate_conversation_report_metrics(summary)]
+  end
+
+  private
+
+  def build_params(base_params)
+    base_params.merge(
+      {
+        since: params[:since],
+        until: params[:until],
+        business_hours: ActiveModel::Type::Boolean.new.cast(params[:business_hours])
+      }
+    )
+  end
+
+  def report_builder(report_params)
+    V2::ReportBuilder.new(Current.account, build_params(report_params))
+  end
+
+  def generate_readable_report_metrics(report)
+    [
+      report[:conversations_count],
+      Reports::TimeFormatPresenter.new(report[:avg_first_response_time]).format,
+      Reports::TimeFormatPresenter.new(report[:avg_resolution_time]).format,
+      Reports::TimeFormatPresenter.new(report[:avg_reply_time]).format,
+      report[:resolved_conversations_count]
+    ]
+  end
+
+  def generate_conversation_report_metrics(summary)
+    [
+      summary[:conversations_count],
+      summary[:incoming_messages_count],
+      summary[:outgoing_messages_count],
+      Reports::TimeFormatPresenter.new(summary[:avg_first_response_time]).format,
+      Reports::TimeFormatPresenter.new(summary[:avg_resolution_time]).format,
+      summary[:resolutions_count],
+      Reports::TimeFormatPresenter.new(summary[:reply_time]).format
+    ]
+  end
+end

research/chatwoot/app/helpers/application_helper.rb

@@ -0,0 +1,12 @@
+module ApplicationHelper
+  def available_locales_with_name
+    LANGUAGES_CONFIG.map { |_key, val| val.slice(:name, :iso_639_1_code) }
+  end
+
+  def feature_help_urls
+    features = YAML.safe_load(Rails.root.join('config/features.yml').read).freeze
+    features.each_with_object({}) do |feature, hash|
+      hash[feature['name']] = feature['help_url'] if feature['help_url']
+    end
+  end
+end

research/chatwoot/app/helpers/billing_helper.rb

@@ -0,0 +1,25 @@
+module BillingHelper
+  private
+
+  def default_plan?(account)
+    installation_config = InstallationConfig.find_by(name: 'CHATWOOT_CLOUD_PLANS')
+    default_plan = installation_config&.value&.first
+
+    # Return false if not plans are configured, so that no checks are enforced
+    return false if default_plan.blank?
+
+    account.custom_attributes['plan_name'].nil? || account.custom_attributes['plan_name'] == default_plan['name']
+  end
+
+  def conversations_this_month(account)
+    account.conversations.where('created_at > ?', 30.days.ago).count
+  end
+
+  def non_web_inboxes(account)
+    account.inboxes.where.not(channel_type: Channel::WebWidget.to_s).count
+  end
+
+  def agents(account)
+    account.users.count
+  end
+end

research/chatwoot/app/helpers/cache_keys_helper.rb

@@ -0,0 +1,15 @@
+module CacheKeysHelper
+  def get_prefixed_cache_key(account_id, key)
+    "idb-cache-key-account-#{account_id}-#{key}"
+  end
+
+  def fetch_value_for_key(account_id, key)
+    prefixed_cache_key = get_prefixed_cache_key(account_id, key)
+    value_from_cache = Redis::Alfred.get(prefixed_cache_key)
+
+    return value_from_cache if value_from_cache.present?
+
+    # zero epoch time: 1970-01-01 00:00:00 UTC
+    '0000000000'
+  end
+end

research/chatwoot/app/helpers/contact_helper.rb

@@ -0,0 +1,83 @@
+module ContactHelper
+  def parse_name(full_name)
+    #  If the input is nil or not a string, return a hash with all values set to nil
+    return default_name_hash if invalid_name?(full_name)
+
+    # If the input is a number, return a hash with the number as the first name
+    return numeric_name_hash(full_name) if valid_number?(full_name)
+
+    full_name = full_name.squish
+
+    # If full name consists of only one word, consider it as the first name
+    return single_word_name_hash(full_name) if single_word?(full_name)
+
+    parts = split_name(full_name)
+    parts = handle_conjunction(parts)
+    build_name_hash(parts)
+  end
+
+  private
+
+  def default_name_hash
+    { first_name: nil, last_name: nil, middle_name: nil, prefix: nil, suffix: nil }
+  end
+
+  def invalid_name?(full_name)
+    !full_name.is_a?(String) || full_name.empty?
+  end
+
+  def numeric_name_hash(full_name)
+    { first_name: full_name, last_name: nil, middle_name: nil, prefix: nil, suffix: nil }
+  end
+
+  def valid_number?(full_name)
+    full_name.gsub(/\s+/, '').match?(/\A\+?\d+\z/)
+  end
+
+  def single_word_name_hash(full_name)
+    { first_name: full_name, last_name: nil, middle_name: nil, prefix: nil, suffix: nil }
+  end
+
+  def single_word?(full_name)
+    full_name.split.size == 1
+  end
+
+  def split_name(full_name)
+    full_name.split
+  end
+
+  def handle_conjunction(parts)
+    conjunctions = ['and', '&']
+    parts.each_index do |i|
+      next unless conjunctions.include?(parts[i]) && i.positive?
+
+      parts[i - 1] = [parts[i - 1], parts[i + 1]].join(' ')
+      parts.delete_at(i)
+      parts.delete_at(i)
+    end
+    parts
+  end
+
+  def build_name_hash(parts)
+    suffix = parts.pop if parts.last.match?(/(\w+\.|[IVXLM]+|[A-Z]+)$/)
+    last_name = parts.pop
+    prefix = parts.shift if parts.first.match?(/^\w+\./)
+    first_name = parts.shift
+    middle_name = parts.join(' ')
+
+    hash = {
+      first_name: first_name,
+      last_name: last_name,
+      prefix: prefix,
+      middle_name: middle_name,
+      suffix: suffix
+    }
+
+    # Reverse name if "," was used in Last, First notation.
+    if hash[:first_name] =~ /,$/
+      hash[:first_name] = hash[:last_name]
+      hash[:last_name] = Regexp.last_match.pre_match
+    end
+    hash
+  end
+end

research/chatwoot/app/helpers/data_helper.rb

@@ -0,0 +1,24 @@
+# Provides utility methods for data transformation, hash manipulation, and JSON parsing.
+# This module contains helper methods for converting between different data types,
+# normalizing hashes, and safely handling JSON operations.
+module DataHelper
+  # Ensures a hash supports indifferent access (string or symbol keys).
+  # Returns an empty hash if the input is blank.
+  def ensure_indifferent_access(hash)
+    return {} if hash.blank?
+
+    hash.respond_to?(:with_indifferent_access) ? hash.with_indifferent_access : hash
+  end
+
+  def convert_to_hash(obj)
+    return obj.to_unsafe_h if obj.instance_of?(ActionController::Parameters)
+
+    obj
+  end
+
+  def safe_parse_json(content)
+    JSON.parse(content, symbolize_names: true)
+  rescue JSON::ParserError
+    {}
+  end
+end

research/chatwoot/app/helpers/date_range_helper.rb

@@ -0,0 +1,19 @@
+##############################################
+# Helpers to implement date range filtering to APIs
+# Include in your controller or service class where params is available
+##############################################
+
+module DateRangeHelper
+  def range
+    return if params[:since].blank? || params[:until].blank?
+
+    parse_date_time(params[:since])...parse_date_time(params[:until])
+  end
+
+  def parse_date_time(datetime)
+    return datetime if datetime.is_a?(DateTime)
+    return datetime.to_datetime if datetime.is_a?(Time) || datetime.is_a?(Date)
+
+    DateTime.strptime(datetime, '%s')
+  end
+end

research/chatwoot/app/helpers/email_helper.rb

@@ -0,0 +1,55 @@
+module EmailHelper
+  def extract_domain_without_tld(email)
+    domain = email.split('@').last
+    domain.split('.').first
+  end
+
+  def render_email_html(content)
+    return '' if content.blank?
+
+    ChatwootMarkdownRenderer.new(content).render_message.to_s
+  end
+
+  # Raise a standard error if any email address is invalid
+  def validate_email_addresses(emails_to_test)
+    emails_to_test&.each do |email|
+      raise StandardError, 'Invalid email address' unless email.match?(URI::MailTo::EMAIL_REGEXP)
+    end
+  end
+
+  # ref: https://www.rfc-editor.org/rfc/rfc5233.html
+  # This is not a  mandatory requirement for email addresses, but it is a common practice.
+  # john+test@xyc.com is the same as john@xyc.com
+  def normalize_email_with_plus_addressing(email)
+    "#{email.split('@').first.split('+').first}@#{email.split('@').last}".downcase
+  end
+
+  def parse_email_variables(conversation, email)
+    case email
+    when modified_liquid_content(email)
+      template = Liquid::Template.parse(modified_liquid_content(email))
+      template.render(message_drops(conversation))
+    when URI::MailTo::EMAIL_REGEXP
+      email
+    end
+  end
+
+  def normalize_email_body(content)
+    content.to_s.gsub("\r\n", "\n")
+  end
+
+  def modified_liquid_content(email)
+    # This regex is used to match the code blocks in the content
+    # We don't want to process liquid in code blocks
+    email.gsub(/`(.*?)`/m, '{% raw %}`\\1`{% endraw %}')
+  end
+
+  def message_drops(conversation)
+    {
+      'contact' => ContactDrop.new(conversation.contact),
+      'conversation' => ConversationDrop.new(conversation),
+      'inbox' => InboxDrop.new(conversation.inbox),
+      'account' => AccountDrop.new(conversation.account)
+    }
+  end
+end

research/chatwoot/app/helpers/file_type_helper.rb

@@ -0,0 +1,37 @@
+module FileTypeHelper
+  # NOTE: video, audio, image, etc are filetypes previewable in frontend
+  def file_type(content_type)
+    return :image if image_file?(content_type)
+    return :video if video_file?(content_type)
+    return :audio if content_type&.include?('audio/')
+
+    :file
+  end
+
+  # Used in case of DIRECT_UPLOADS_ENABLED=true
+  def file_type_by_signed_id(signed_id)
+    blob = ActiveStorage::Blob.find_signed(signed_id)
+    file_type(blob&.content_type)
+  end
+
+  def image_file?(content_type)
+    [
+      'image/jpeg',
+      'image/png',
+      'image/gif',
+      'image/bmp',
+      'image/webp',
+      'image'
+    ].include?(content_type)
+  end
+
+  def video_file?(content_type)
+    [
+      'video/ogg',
+      'video/mp4',
+      'video/webm',
+      'video/quicktime',
+      'video'
+    ].include?(content_type)
+  end
+end

research/chatwoot/app/helpers/filters/filter_helper.rb

@@ -0,0 +1,106 @@
+module Filters::FilterHelper
+  def build_condition_query(model_filters, query_hash, current_index)
+    current_filter = model_filters[query_hash['attribute_key']]
+
+    # Throw InvalidOperator Error if the attribute is a standard attribute
+    # and the operator is not allowed in the config
+    if current_filter.present? && current_filter['filter_operators'].exclude?(query_hash[:filter_operator])
+      raise CustomExceptions::CustomFilter::InvalidOperator.new(
+        attribute_name: query_hash['attribute_key'],
+        allowed_keys: current_filter['filter_operators']
+      )
+    end
+
+    # Every other filter expects a value to be present
+    if %w[is_present is_not_present].exclude?(query_hash[:filter_operator]) && query_hash['values'].blank?
+      raise CustomExceptions::CustomFilter::InvalidValue.new(attribute_name: query_hash['attribute_key'])
+    end
+
+    condition_query = build_condition_query_string(current_filter, query_hash, current_index)
+    # The query becomes empty only when it doesn't match to any supported
+    # standard attribute or custom attribute defined in the account.
+    if condition_query.empty?
+      raise CustomExceptions::CustomFilter::InvalidAttribute.new(key: query_hash['attribute_key'],
+                                                                 allowed_keys: model_filters.keys)
+    end
+
+    condition_query
+  end
+
+  def build_condition_query_string(current_filter, query_hash, current_index)
+    filter_operator_value = filter_operation(query_hash, current_index)
+
+    return handle_nil_filter(query_hash, current_index) if current_filter.nil?
+
+    case current_filter['attribute_type']
+    when 'additional_attributes'
+      handle_additional_attributes(query_hash, filter_operator_value, current_filter['data_type'])
+    else
+      handle_standard_attributes(current_filter, query_hash, current_index, filter_operator_value)
+    end
+  end
+
+  def handle_nil_filter(query_hash, current_index)
+    attribute_type = "#{filter_config[:entity].downcase}_attribute"
+    custom_attribute_query(query_hash, attribute_type, current_index)
+  end
+
+  def handle_additional_attributes(query_hash, filter_operator_value, data_type)
+    if data_type == 'text_case_insensitive'
+      "LOWER(#{filter_config[:table_name]}.additional_attributes ->> '#{query_hash[:attribute_key]}') " \
+        "#{filter_operator_value} #{query_hash[:query_operator]}"
+    else
+      "#{filter_config[:table_name]}.additional_attributes ->> '#{query_hash[:attribute_key]}' " \
+        "#{filter_operator_value} #{query_hash[:query_operator]} "
+    end
+  end
+
+  def handle_standard_attributes(current_filter, query_hash, current_index, filter_operator_value)
+    case current_filter['data_type']
+    when 'date'
+      date_filter(current_filter, query_hash, filter_operator_value)
+    when 'labels'
+      tag_filter_query(query_hash, current_index)
+    when 'text_case_insensitive'
+      text_case_insensitive_filter(query_hash, filter_operator_value)
+    else
+      default_filter(query_hash, filter_operator_value)
+    end
+  end
+
+  def date_filter(current_filter, query_hash, filter_operator_value)
+    "(#{filter_config[:table_name]}.#{query_hash[:attribute_key]})::#{current_filter['data_type']} " \
+      "#{filter_operator_value}#{current_filter['data_type']} #{query_hash[:query_operator]}"
+  end
+
+  def text_case_insensitive_filter(query_hash, filter_operator_value)
+    "LOWER(#{filter_config[:table_name]}.#{query_hash[:attribute_key]}) " \
+      "#{filter_operator_value} #{query_hash[:query_operator]}"
+  end
+
+  def default_filter(query_hash, filter_operator_value)
+    "#{filter_config[:table_name]}.#{query_hash[:attribute_key]} #{filter_operator_value} #{query_hash[:query_operator]}"
+  end
+
+  def validate_single_condition(condition)
+    return if condition['query_operator'].nil?
+    return if condition['query_operator'].empty?
+
+    operator = condition['query_operator'].upcase
+    raise CustomExceptions::CustomFilter::InvalidQueryOperator.new({}) unless %w[AND OR].include?(operator)
+  end
+
+  def conversation_status_values(values)
+    return Conversation.statuses.values if values.include?('all')
+
+    values.map { |x| Conversation.statuses[x.to_sym] }
+  end
+
+  def conversation_priority_values(values)
+    values.map { |x| Conversation.priorities[x.to_sym] }
+  end
+
+  def message_type_values(values)
+    values.map { |x| Message.message_types[x.to_sym] }
+  end
+end

research/chatwoot/app/helpers/frontend_urls_helper.rb

@@ -0,0 +1,6 @@
+module FrontendUrlsHelper
+  def frontend_url(path, **query_params)
+    url_params = query_params.blank? ? '' : "?#{query_params.to_query}"
+    "#{root_url}app/#{path}#{url_params}"
+  end
+end

research/chatwoot/app/helpers/home_helper.rb

@@ -0,0 +1,2 @@
+module HomeHelper
+end

research/chatwoot/app/helpers/instagram/integration_helper.rb

@@ -0,0 +1,49 @@
+module Instagram::IntegrationHelper
+  REQUIRED_SCOPES = %w[instagram_business_basic instagram_business_manage_messages].freeze
+
+  # Generates a signed JWT token for Instagram integration
+  #
+  # @param account_id [Integer] The account ID to encode in the token
+  # @return [String, nil] The encoded JWT token or nil if client secret is missing
+  def generate_instagram_token(account_id)
+    return if client_secret.blank?
+
+    JWT.encode(token_payload(account_id), client_secret, 'HS256')
+  rescue StandardError => e
+    Rails.logger.error("Failed to generate Instagram token: #{e.message}")
+    nil
+  end
+
+  def token_payload(account_id)
+    {
+      sub: account_id,
+      iat: Time.current.to_i
+    }
+  end
+
+  # Verifies and decodes a Instagram JWT token
+  #
+  # @param token [String] The JWT token to verify
+  # @return [Integer, nil] The account ID from the token or nil if invalid
+  def verify_instagram_token(token)
+    return if token.blank? || client_secret.blank?
+
+    decode_token(token, client_secret)
+  end
+
+  private
+
+  def client_secret
+    @client_secret ||= GlobalConfigService.load('INSTAGRAM_APP_SECRET', nil)
+  end
+
+  def decode_token(token, secret)
+    JWT.decode(token, secret, true, {
+                 algorithm: 'HS256',
+                 verify_expiration: true
+               }).first['sub']
+  rescue StandardError => e
+    Rails.logger.error("Unexpected error verifying Instagram token: #{e.message}")
+    nil
+  end
+end

research/chatwoot/app/helpers/linear/integration_helper.rb

@@ -0,0 +1,47 @@
+module Linear::IntegrationHelper
+  # Generates a signed JWT token for Linear integration
+  #
+  # @param account_id [Integer] The account ID to encode in the token
+  # @return [String, nil] The encoded JWT token or nil if client secret is missing
+  def generate_linear_token(account_id)
+    return if client_secret.blank?
+
+    JWT.encode(token_payload(account_id), client_secret, 'HS256')
+  rescue StandardError => e
+    Rails.logger.error("Failed to generate Linear token: #{e.message}")
+    nil
+  end
+
+  def token_payload(account_id)
+    {
+      sub: account_id,
+      iat: Time.current.to_i
+    }
+  end
+
+  # Verifies and decodes a Linear JWT token
+  #
+  # @param token [String] The JWT token to verify
+  # @return [Integer, nil] The account ID from the token or nil if invalid
+  def verify_linear_token(token)
+    return if token.blank? || client_secret.blank?
+
+    decode_token(token, client_secret)
+  end
+
+  private
+
+  def client_secret
+    @client_secret ||= GlobalConfigService.load('LINEAR_CLIENT_SECRET', nil)
+  end
+
+  def decode_token(token, secret)
+    JWT.decode(token, secret, true, {
+                 algorithm: 'HS256',
+                 verify_expiration: true
+               }).first['sub']
+  rescue StandardError => e
+    Rails.logger.error("Unexpected error verifying Linear token: #{e.message}")
+    nil
+  end
+end

research/chatwoot/app/helpers/message_format_helper.rb

@@ -0,0 +1,16 @@
+module MessageFormatHelper
+  def transform_user_mention_content(message_content)
+    # attachment message without content, message_content is nil
+    return '' unless message_content.presence
+
+    # Use CommonMarker to convert markdown to plain text for notifications
+    # This handles all markdown formatting (links, bold, italic, etc.) not just mentions
+    # Converts: [@👍 customer support](mention://team/1/%F0%9F%91%8D%20customer%20support)
+    # To: @👍 customer support
+    CommonMarker.render_doc(message_content).to_plaintext.strip
+  end
+
+  def render_message_content(message_content)
+    ChatwootMarkdownRenderer.new(message_content).render_message
+  end
+end

research/chatwoot/app/helpers/portal_helper.rb

@@ -0,0 +1,99 @@
+module PortalHelper
+  include UrlHelper
+  def set_og_image_url(portal_name, title)
+    cdn_url = GlobalConfig.get('OG_IMAGE_CDN_URL')['OG_IMAGE_CDN_URL']
+    return if cdn_url.blank?
+
+    client_ref = GlobalConfig.get('OG_IMAGE_CLIENT_REF')['OG_IMAGE_CLIENT_REF']
+
+    uri = URI.parse(cdn_url)
+    uri.path = '/og'
+    uri.query = URI.encode_www_form(
+      clientRef: client_ref,
+      title: title,
+      portalName: portal_name
+    )
+
+    uri.to_s
+  end
+
+  def generate_portal_bg_color(portal_color, theme)
+    base_color = theme == 'dark' ? 'black' : 'white'
+    "color-mix(in srgb, #{portal_color} 20%, #{base_color})"
+  end
+
+  def generate_portal_bg(portal_color, theme)
+    generate_portal_bg_color(portal_color, theme)
+  end
+
+  def generate_gradient_to_bottom(theme)
+    base_color = theme == 'dark' ? '#151718' : 'white'
+    "linear-gradient(to bottom, transparent, #{base_color})"
+  end
+
+  def generate_portal_hover_color(portal_color, theme)
+    base_color = theme == 'dark' ? '#1B1B1B' : '#F9F9F9'
+    "color-mix(in srgb, #{portal_color} 5%, #{base_color})"
+  end
+
+  def language_name(locale)
+    language_map = YAML.load_file(Rails.root.join('config/languages/language_map.yml'))
+    language_map[locale] || locale
+  end
+
+  def theme_query_string(theme)
+    theme.present? && theme != 'system' ? "?theme=#{theme}" : ''
+  end
+
+  def generate_home_link(portal_slug, portal_locale, theme, is_plain_layout_enabled)
+    if is_plain_layout_enabled
+      "/hc/#{portal_slug}/#{portal_locale}#{theme_query_string(theme)}"
+    else
+      "/hc/#{portal_slug}/#{portal_locale}"
+    end
+  end
+
+  def generate_category_link(params)
+    portal_slug = params[:portal_slug]
+    category_locale = params[:category_locale]
+    category_slug = params[:category_slug]
+    theme = params[:theme]
+    is_plain_layout_enabled = params[:is_plain_layout_enabled]
+
+    if is_plain_layout_enabled
+      "/hc/#{portal_slug}/#{category_locale}/categories/#{category_slug}#{theme_query_string(theme)}"
+    else
+      "/hc/#{portal_slug}/#{category_locale}/categories/#{category_slug}"
+    end
+  end
+
+  def generate_article_link(portal_slug, article_slug, theme, is_plain_layout_enabled)
+    if is_plain_layout_enabled
+      "/hc/#{portal_slug}/articles/#{article_slug}#{theme_query_string(theme)}"
+    else
+      "/hc/#{portal_slug}/articles/#{article_slug}"
+    end
+  end
+
+  def generate_portal_brand_url(brand_url, referer)
+    url = URI.parse(brand_url.to_s)
+    query_params = Rack::Utils.parse_query(url.query)
+    query_params['utm_medium'] = 'helpcenter'
+    query_params['utm_campaign'] = 'branding'
+    query_params['utm_source'] = URI.parse(referer).host if url_valid?(referer)
+
+    url.query = query_params.to_query
+    url.to_s
+  end
+
+  def render_category_content(content)
+    ChatwootMarkdownRenderer.new(content).render_markdown_to_plain_text
+  end
+
+  def thumbnail_bg_color(username)
+    colors = ['#6D95BA', '#A4C3C3', '#E19191']
+    return colors.sample if username.blank?
+
+    colors[username.length % colors.size]
+  end
+end

research/chatwoot/app/helpers/report_helper.rb

@@ -0,0 +1,128 @@
+module ReportHelper
+  private
+
+  def scope
+    case params[:type]
+    when :account
+      account
+    when :inbox
+      inbox
+    when :agent
+      user
+    when :label
+      label
+    when :team
+      team
+    end
+  end
+
+  def conversations_count
+    (get_grouped_values conversations).count
+  end
+
+  def incoming_messages_count
+    (get_grouped_values incoming_messages).count
+  end
+
+  def outgoing_messages_count
+    (get_grouped_values outgoing_messages).count
+  end
+
+  def resolutions_count
+    (get_grouped_values resolutions).count
+  end
+
+  def bot_resolutions_count
+    (get_grouped_values bot_resolutions).count
+  end
+
+  def bot_handoffs_count
+    (get_grouped_values bot_handoffs).count
+  end
+
+  def conversations
+    scope.conversations.where(account_id: account.id, created_at: range)
+  end
+
+  def incoming_messages
+    scope.messages.where(account_id: account.id, created_at: range).incoming.unscope(:order)
+  end
+
+  def outgoing_messages
+    scope.messages.where(account_id: account.id, created_at: range).outgoing.unscope(:order)
+  end
+
+  def resolutions
+    scope.reporting_events.where(account_id: account.id, name: :conversation_resolved,
+                                 created_at: range)
+  end
+
+  def bot_resolutions
+    scope.reporting_events.where(account_id: account.id, name: :conversation_bot_resolved,
+                                 created_at: range)
+  end
+
+  def bot_handoffs
+    scope.reporting_events.joins(:conversation).select(:conversation_id).where(account_id: account.id, name: :conversation_bot_handoff,
+                                                                               created_at: range).distinct
+  end
+
+  def avg_first_response_time
+    grouped_reporting_events = (get_grouped_values scope.reporting_events.where(name: 'first_response', account_id: account.id))
+    return grouped_reporting_events.average(:value_in_business_hours) if params[:business_hours]
+
+    grouped_reporting_events.average(:value)
+  end
+
+  def reply_time
+    grouped_reporting_events = (get_grouped_values scope.reporting_events.where(name: 'reply_time', account_id: account.id))
+    return grouped_reporting_events.average(:value_in_business_hours) if params[:business_hours]
+
+    grouped_reporting_events.average(:value)
+  end
+
+  def avg_resolution_time
+    grouped_reporting_events = (get_grouped_values scope.reporting_events.where(name: 'conversation_resolved', account_id: account.id))
+    return grouped_reporting_events.average(:value_in_business_hours) if params[:business_hours]
+
+    grouped_reporting_events.average(:value)
+  end
+
+  def avg_resolution_time_summary
+    reporting_events = scope.reporting_events
+                            .where(name: 'conversation_resolved', account_id: account.id, created_at: range)
+    avg_rt = if params[:business_hours].present?
+               reporting_events.average(:value_in_business_hours)
+             else
+               reporting_events.average(:value)
+             end
+
+    return 0 if avg_rt.blank?
+
+    avg_rt
+  end
+
+  def reply_time_summary
+    reporting_events = scope.reporting_events
+                            .where(name: 'reply_time', account_id: account.id, created_at: range)
+    reply_time = params[:business_hours] ? reporting_events.average(:value_in_business_hours) : reporting_events.average(:value)
+
+    return 0 if reply_time.blank?
+
+    reply_time
+  end
+
+  def avg_first_response_time_summary
+    reporting_events = scope.reporting_events
+                            .where(name: 'first_response', account_id: account.id, created_at: range)
+    avg_frt = if params[:business_hours].present?
+                reporting_events.average(:value_in_business_hours)
+              else
+                reporting_events.average(:value)
+              end
+
+    return 0 if avg_frt.blank?
+
+    avg_frt
+  end
+end

research/chatwoot/app/helpers/reporting_event_helper.rb

@@ -0,0 +1,72 @@
+module ReportingEventHelper
+  def business_hours(inbox, from, to)
+    return 0 unless inbox.working_hours_enabled?
+
+    inbox_working_hours = configure_working_hours(inbox.working_hours)
+    return 0 if inbox_working_hours.blank?
+
+    # Configure working hours
+    WorkingHours::Config.working_hours = inbox_working_hours
+
+    # Configure timezone
+    WorkingHours::Config.time_zone = inbox.timezone
+
+    # Use inbox timezone to change from & to values.
+    from_in_inbox_timezone = from.in_time_zone(inbox.timezone).to_time
+    to_in_inbox_timezone = to.in_time_zone(inbox.timezone).to_time
+    from_in_inbox_timezone.working_time_until(to_in_inbox_timezone)
+  end
+
+  def last_non_human_activity(conversation)
+    # Try to get either a handoff or reopened event first
+    # These will always take precedence over any other activity
+    # Also, any of these events can happen at any time in the course of a conversation lifecycle.
+    # So we pick the latest event
+    event = ReportingEvent.where(
+      conversation_id: conversation.id,
+      name: %w[conversation_bot_handoff conversation_opened]
+    ).order(event_end_time: :desc).first
+
+    return event.event_end_time if event&.event_end_time
+
+    # Fallback to bot resolved event
+    # Because this will be closest to the most accurate activity instead of conversation.created_at
+    bot_event = ReportingEvent.where(conversation_id: conversation.id, name: 'conversation_bot_resolved').last
+
+    return bot_event.event_end_time if bot_event&.event_end_time
+
+    # If no events found, return conversation creation time
+    conversation.created_at
+  end
+
+  private
+
+  def configure_working_hours(working_hours)
+    working_hours.each_with_object({}) do |working_hour, object|
+      object[day(working_hour.day_of_week)] = working_hour_range(working_hour) unless working_hour.closed_all_day?
+    end
+  end
+
+  def day(day_of_week)
+    week_days = {
+      0 => :sun,
+      1 => :mon,
+      2 => :tue,
+      3 => :wed,
+      4 => :thu,
+      5 => :fri,
+      6 => :sat
+    }
+    week_days[day_of_week]
+  end
+
+  def working_hour_range(working_hour)
+    { format_time(working_hour.open_hour, working_hour.open_minutes) => format_time(working_hour.close_hour, working_hour.close_minutes) }
+  end
+
+  def format_time(hour, minute)
+    hour = hour < 10 ? "0#{hour}" : hour
+    minute = minute < 10 ? "0#{minute}" : minute
+    "#{hour}:#{minute}"
+  end
+end

research/chatwoot/app/helpers/shopify/integration_helper.rb

@@ -0,0 +1,58 @@
+module Shopify::IntegrationHelper
+  REQUIRED_SCOPES = %w[read_customers read_orders read_fulfillments].freeze
+
+  # Generates a signed JWT token for Shopify integration
+  #
+  # @param account_id [Integer] The account ID to encode in the token
+  # @return [String, nil] The encoded JWT token or nil if client secret is missing
+  def generate_shopify_token(account_id)
+    return if client_secret.blank?
+
+    JWT.encode(token_payload(account_id), client_secret, 'HS256')
+  rescue StandardError => e
+    Rails.logger.error("Failed to generate Shopify token: #{e.message}")
+    nil
+  end
+
+  def token_payload(account_id)
+    {
+      sub: account_id,
+      iat: Time.current.to_i
+    }
+  end
+
+  # Verifies and decodes a Shopify JWT token
+  #
+  # @param token [String] The JWT token to verify
+  # @return [Integer, nil] The account ID from the token or nil if invalid
+  def verify_shopify_token(token)
+    return if token.blank? || client_secret.blank?
+
+    decode_token(token, client_secret)
+  end
+
+  private
+
+  def client_id
+    @client_id ||= GlobalConfigService.load('SHOPIFY_CLIENT_ID', nil)
+  end
+
+  def client_secret
+    @client_secret ||= GlobalConfigService.load('SHOPIFY_CLIENT_SECRET', nil)
+  end
+
+  def decode_token(token, secret)
+    JWT.decode(
+      token,
+      secret,
+      true,
+      {
+        algorithm: 'HS256',
+        verify_expiration: true
+      }
+    ).first['sub']
+  rescue StandardError => e
+    Rails.logger.error("Unexpected error verifying Shopify token: #{e.message}")
+    nil
+  end
+end

research/chatwoot/app/helpers/super_admin/account_features_helper.rb

@@ -0,0 +1,52 @@
+module SuperAdmin::AccountFeaturesHelper
+  def self.account_features
+    YAML.safe_load(Rails.root.join('config/features.yml').read).freeze
+  end
+
+  def self.account_premium_features
+    account_features.filter { |feature| feature['premium'] }.pluck('name')
+  end
+
+  # Returns a hash mapping feature names to their display names
+  def self.feature_display_names
+    account_features.each_with_object({}) do |feature, hash|
+      hash[feature['name']] = feature['display_name']
+    end
+  end
+
+  def self.filter_internal_features(features)
+    return features if ChatwootApp.chatwoot_cloud?
+
+    internal_features = account_features.select { |f| f['chatwoot_internal'] }.pluck('name')
+    features.except(*internal_features)
+  end
+
+  def self.filter_deprecated_features(features)
+    deprecated_features = account_features.select { |f| f['deprecated'] }.pluck('name')
+    features.except(*deprecated_features)
+  end
+
+  def self.sort_and_transform_features(features, display_names)
+    features.sort_by { |key, _| display_names[key] || key }
+            .to_h
+            .transform_keys { |key| [key, display_names[key]] }
+  end
+
+  def self.partition_features(features)
+    filtered = filter_internal_features(features)
+    filtered = filter_deprecated_features(filtered)
+    display_names = feature_display_names
+
+    regular, premium = filtered.partition { |key, _value| account_premium_features.exclude?(key) }
+
+    [
+      sort_and_transform_features(regular, display_names),
+      sort_and_transform_features(premium, display_names)
+    ]
+  end
+
+  def self.filtered_features(features)
+    regular, premium = partition_features(features)
+    regular.merge(premium)
+  end
+end

research/chatwoot/app/helpers/super_admin/features.yml

@@ -0,0 +1,146 @@
+# TODO: Move this values to features.yml itself
+# No need to replicate the same values in two places
+
+# ------- Premium Features ------- #
+saml:
+  name: 'SAML SSO'
+  description: 'Configuration for controlling SAML Single Sign-On availability'
+  enabled: <%= ChatwootApp.enterprise? %>
+  icon: 'icon-lock-line'
+  config_key: 'saml'
+  enterprise: true
+custom_branding:
+  name: 'Custom Branding'
+  description: 'Apply your own branding to this installation.'
+  enabled: <%= (ChatwootHub.pricing_plan != 'community') %>
+  icon: 'icon-paint-brush-line'
+  config_key: 'custom_branding'
+  enterprise: true
+agent_capacity:
+  name: 'Agent Capacity'
+  description: 'Set limits to auto-assigning conversations to your agents.'
+  enabled: <%= (ChatwootHub.pricing_plan != 'community') %>
+  icon: 'icon-hourglass-line'
+  enterprise: true
+audit_logs:
+  name: 'Audit Logs'
+  description: 'Track and trace account activities with ease with detailed audit logs.'
+  enabled: <%= (ChatwootHub.pricing_plan != 'community') %>
+  icon: 'icon-menu-search-line'
+  enterprise: true
+disable_branding:
+  name: 'Disable Branding'
+  description: 'Disable branding on live-chat widget and external emails.'
+  enabled: <%= (ChatwootHub.pricing_plan != 'community') %>
+  icon: 'icon-sailbot-fill'
+  enterprise: true
+
+# ------- Product Features ------- #
+help_center:
+  name: 'Help Center'
+  description: 'Allow agents to create help center articles and publish them in a portal.'
+  enabled: true
+  icon: 'icon-book-2-line'
+captain:
+  name: 'Captain'
+  description: 'Enable AI-powered conversations with your customers.'
+  enabled: true
+  icon: 'icon-captain'
+  config_key: 'captain'
+
+# ------- Communication Channels ------- #
+live_chat:
+  name: 'Live Chat'
+  description: 'Improve your customer experience using a live chat on your website.'
+  enabled: true
+  icon: 'icon-chat-smile-3-line'
+email:
+  name: 'Email'
+  description: 'Manage your email customer interactions from Chatwoot.'
+  enabled: true
+  icon: 'icon-mail-send-fill'
+  config_key: 'email'
+sms:
+  name: 'SMS'
+  description: 'Manage your SMS customer interactions from Chatwoot.'
+  enabled: true
+  icon: 'icon-message-line'
+messenger:
+  name: 'Messenger'
+  description: 'Stay connected with your customers on Facebook & Instagram.'
+  enabled: true
+  icon: 'icon-messenger-line'
+  config_key: 'facebook'
+instagram:
+  name: 'Instagram'
+  description: 'Stay connected with your customers on Instagram'
+  enabled: true
+  icon: 'icon-instagram'
+  config_key: 'instagram'
+tiktok:
+  name: 'TikTok'
+  description: 'Stay connected with your customers on TikTok'
+  enabled: true
+  icon: 'icon-tiktok'
+  config_key: 'tiktok'
+whatsapp:
+  name: 'WhatsApp'
+  description: 'Manage your WhatsApp business interactions from Chatwoot.'
+  enabled: true
+  icon: 'icon-whatsapp-line'
+telegram:
+  name: 'Telegram'
+  description: 'Manage your Telegram customer interactions from Chatwoot.'
+  enabled: true
+  icon: 'icon-telegram-line'
+line:
+  name: 'Line'
+  description: 'Manage your Line customer interactions from Chatwoot.'
+  enabled: true
+  icon: 'icon-line-line'
+
+# ------- OAuth & Authentication ------- #
+google:
+  name: 'Google'
+  description: 'Configuration for setting up Google OAuth Integration'
+  enabled: true
+  icon: 'icon-google'
+  config_key: 'google'
+microsoft:
+  name: 'Microsoft'
+  description: 'Configuration for setting up Microsoft Email'
+  enabled: true
+  icon: 'icon-microsoft'
+  config_key: 'microsoft'
+
+# ------- Third-party Integrations ------- #
+linear:
+  name: 'Linear'
+  description: 'Configuration for setting up Linear Integration'
+  enabled: true
+  icon: 'icon-linear'
+  config_key: 'linear'
+notion:
+  name: 'Notion'
+  description: 'Configuration for setting up Notion Integration'
+  enabled: true
+  icon: 'icon-notion'
+  config_key: 'notion'
+slack:
+  name: 'Slack'
+  description: 'Configuration for setting up Slack Integration'
+  enabled: true
+  icon: 'icon-slack'
+  config_key: 'slack'
+whatsapp_embedded:
+  name: 'WhatsApp Embedded'
+  description: 'Configuration for setting up WhatsApp Embedded Integration'
+  enabled: true
+  icon: 'icon-whatsapp-line'
+  config_key: 'whatsapp_embedded'
+shopify:
+  name: 'Shopify'
+  description: 'Configuration for setting up Shopify Integration'
+  enabled: true
+  icon: 'icon-shopify'
+  config_key: 'shopify'

research/chatwoot/app/helpers/super_admin/features_helper.rb

@@ -0,0 +1,16 @@
+module SuperAdmin::FeaturesHelper
+  def self.available_features
+    YAML.load(ERB.new(Rails.root.join('app/helpers/super_admin/features.yml').read).result).with_indifferent_access
+  end
+
+  def self.plan_details
+    plan = ChatwootHub.pricing_plan
+    quantity = ChatwootHub.pricing_plan_quantity
+
+    if plan == 'premium'
+      "You are currently on the <span class='font-semibold'>#{plan}</span> plan with <span class='font-semibold'>#{quantity} agents</span>."
+    else
+      "You are currently on the <span class='font-semibold'>#{plan}</span> edition plan."
+    end
+  end
+end

research/chatwoot/app/helpers/super_admin/navigation_helper.rb

@@ -0,0 +1,16 @@
+module SuperAdmin::NavigationHelper
+  def settings_open?
+    params[:controller].in? %w[super_admin/settings super_admin/app_configs]
+  end
+
+  def settings_pages
+    features = SuperAdmin::FeaturesHelper.available_features.select do |_feature, attrs|
+      attrs['config_key'].present? && attrs['enabled']
+    end
+
+    # Add general at the beginning
+    general_feature = [['general', { 'config_key' => 'general', 'name' => 'General' }]]
+
+    general_feature + features.to_a
+  end
+end

research/chatwoot/app/helpers/tiktok/integration_helper.rb

@@ -0,0 +1,47 @@
+module Tiktok::IntegrationHelper
+  # Generates a signed JWT token for Tiktok integration
+  #
+  # @param account_id [Integer] The account ID to encode in the token
+  # @return [String, nil] The encoded JWT token or nil if client secret is missing
+  def generate_tiktok_token(account_id)
+    return if client_secret.blank?
+
+    JWT.encode(token_payload(account_id), client_secret, 'HS256')
+  rescue StandardError => e
+    Rails.logger.error("Failed to generate TikTok token: #{e.message}")
+    nil
+  end
+
+  # Verifies and decodes a Tiktok JWT token
+  #
+  # @param token [String] The JWT token to verify
+  # @return [Integer, nil] The account ID from the token or nil if invalid
+  def verify_tiktok_token(token)
+    return if token.blank? || client_secret.blank?
+
+    decode_token(token, client_secret)
+  end
+
+  private
+
+  def client_secret
+    @client_secret ||= GlobalConfigService.load('TIKTOK_APP_SECRET', nil)
+  end
+
+  def token_payload(account_id)
+    {
+      sub: account_id,
+      iat: Time.current.to_i
+    }
+  end
+
+  def decode_token(token, secret)
+    JWT.decode(token, secret, true, {
+                 algorithm: 'HS256',
+                 verify_expiration: true
+               }).first['sub']
+  rescue StandardError => e
+    Rails.logger.error("Unexpected error verifying Tiktok token: #{e.message}")
+    nil
+  end
+end

research/chatwoot/app/helpers/timezone_helper.rb

@@ -0,0 +1,19 @@
+module TimezoneHelper
+  # ActiveSupport TimeZone is not aware of the current time, so ActiveSupport::Timezone[offset]
+  # would return the timezone without considering day light savings. To get the correct timezone,
+  # this method uses zone.now.utc_offset for comparison as referenced in the issues below
+  #
+  # https://github.com/rails/rails/pull/22243
+  # https://github.com/rails/rails/issues/21501
+  # https://github.com/rails/rails/issues/7297
+  def timezone_name_from_offset(offset)
+    return 'UTC' if offset.blank?
+
+    offset_in_seconds = offset.to_f * 3600
+    matching_zone = ActiveSupport::TimeZone.all.find do |zone|
+      zone.now.utc_offset == offset_in_seconds
+    end
+
+    return matching_zone.name if matching_zone
+  end
+end

research/chatwoot/app/helpers/widget_helper.rb

@@ -0,0 +1,9 @@
+module WidgetHelper
+  def build_contact_inbox_with_token(web_widget, additional_attributes = {})
+    contact_inbox = web_widget.create_contact_inbox(additional_attributes)
+    payload = { source_id: contact_inbox.source_id, inbox_id: web_widget.inbox.id }
+    token = ::Widget::TokenService.new(payload: payload).generate_token
+
+    [contact_inbox, token]
+  end
+end