Restructure omni services and add Chatwoot research snapshot

research/chatwoot/lib/seeders/account_seeder.rb

@@ -0,0 +1,158 @@
+## Class to generate sample data for a chatwoot test @Account.
+############################################################
+### Usage #####
+#
+#   # Seed an account with all data types in this class
+#   Seeders::AccountSeeder.new(account: Account.find(1)).perform!
+#
+#
+############################################################
+
+class Seeders::AccountSeeder
+  def initialize(account:)
+    raise 'Account Seeding is not allowed.' unless ENV.fetch('ENABLE_ACCOUNT_SEEDING', !Rails.env.production?)
+
+    @account_data = ActiveSupport::HashWithIndifferentAccess.new(YAML.safe_load(Rails.root.join('lib/seeders/seed_data.yml').read))
+    @account = account
+  end
+
+  def perform!
+    set_up_account
+    seed_teams
+    seed_custom_roles
+    set_up_users
+    seed_labels
+    seed_canned_responses
+    seed_inboxes
+    seed_contacts
+  end
+
+  def set_up_account
+    @account.teams.destroy_all
+    @account.conversations.destroy_all
+    @account.labels.destroy_all
+    @account.inboxes.destroy_all
+    @account.contacts.destroy_all
+    @account.custom_roles.destroy_all if @account.respond_to?(:custom_roles)
+  end
+
+  def seed_teams
+    @account_data['teams'].each do |team_name|
+      @account.teams.create!(name: team_name)
+    end
+  end
+
+  def seed_custom_roles
+    return unless @account_data['custom_roles'].present? && @account.respond_to?(:custom_roles)
+
+    @account_data['custom_roles'].each do |role_data|
+      @account.custom_roles.create!(
+        name: role_data['name'],
+        description: role_data['description'],
+        permissions: role_data['permissions']
+      )
+    end
+  end
+
+  def seed_labels
+    @account_data['labels'].each do |label|
+      @account.labels.create!(label)
+    end
+  end
+
+  def set_up_users
+    @account_data['users'].each do |user|
+      user_record = create_user_record(user)
+      create_account_user(user_record, user)
+      add_user_to_teams(user: user_record, teams: user['team']) if user['team'].present?
+    end
+  end
+
+  private
+
+  def create_user_record(user)
+    user_record = User.create_with(name: user['name'], password: 'Password1!.').find_or_create_by!(email: user['email'].to_s)
+    user_record.skip_confirmation!
+    user_record.save!
+    Avatar::AvatarFromUrlJob.perform_later(user_record, "https://xsgames.co/randomusers/avatar.php?g=#{user['gender']}")
+    user_record
+  end
+
+  def create_account_user(user_record, user)
+    account_user_attrs = build_account_user_attrs(user)
+    AccountUser.create_with(account_user_attrs).find_or_create_by!(account_id: @account.id, user_id: user_record.id)
+  end
+
+  def build_account_user_attrs(user)
+    attrs = { role: (user['role'] || 'agent') }
+    custom_role = find_custom_role(user['custom_role']) if user['custom_role'].present?
+    attrs[:custom_role] = custom_role if custom_role
+    attrs
+  end
+
+  def add_user_to_teams(user:, teams:)
+    teams.each do |team|
+      team_record = @account.teams.where('name LIKE ?', "%#{team.downcase}%").first if team.present?
+      TeamMember.find_or_create_by!(team_id: team_record.id, user_id: user.id) unless team_record.nil?
+    end
+  end
+
+  def find_custom_role(role_name)
+    return nil unless @account.respond_to?(:custom_roles)
+
+    @account.custom_roles.find_by(name: role_name)
+  end
+
+  def seed_canned_responses(count: 50)
+    count.times do
+      @account.canned_responses.create(content: Faker::Quote.fortune_cookie, short_code: Faker::Alphanumeric.alpha(number: 10))
+    end
+  end
+
+  def seed_contacts
+    @account_data['contacts'].each do |contact_data|
+      contact = @account.contacts.find_or_initialize_by(email: contact_data['email'])
+      if contact.new_record?
+        contact.update!(contact_data.slice('name', 'email'))
+        Avatar::AvatarFromUrlJob.perform_later(contact, "https://xsgames.co/randomusers/avatar.php?g=#{contact_data['gender']}")
+      end
+      contact_data['conversations'].each do |conversation_data|
+        inbox = @account.inboxes.find_by(channel_type: conversation_data['channel'])
+        contact_inbox = inbox.contact_inboxes.create_or_find_by!(contact: contact, source_id: (conversation_data['source_id'] || SecureRandom.hex))
+        create_conversation(contact_inbox: contact_inbox, conversation_data: conversation_data)
+      end
+    end
+  end
+
+  def create_conversation(contact_inbox:, conversation_data:)
+    assignee = User.from_email(conversation_data['assignee']) if conversation_data['assignee'].present?
+    conversation = contact_inbox.conversations.create!(account: contact_inbox.inbox.account, contact: contact_inbox.contact,
+                                                       inbox: contact_inbox.inbox, assignee: assignee)
+    create_messages(conversation: conversation, messages: conversation_data['messages'])
+    conversation.update_labels(conversation_data[:labels]) if conversation_data[:labels].present?
+    conversation.update!(priority: conversation_data[:priority]) if conversation_data[:priority].present?
+  end
+
+  def create_messages(conversation:, messages:)
+    messages.each do |message_data|
+      sender = find_message_sender(conversation, message_data)
+      conversation.messages.create!(
+        message_data.slice('content', 'message_type').merge(
+          account: conversation.inbox.account, sender: sender, inbox: conversation.inbox
+        )
+      )
+    end
+  end
+
+  def find_message_sender(conversation, message_data)
+    if message_data['message_type'] == 'incoming'
+      conversation.contact
+    elsif message_data['sender'].present?
+      User.from_email(message_data['sender'])
+    end
+  end
+
+  def seed_inboxes
+    Seeders::InboxSeeder.new(account: @account, company_data: @account_data[:company]).perform!
+  end
+end

research/chatwoot/lib/seeders/inbox_seeder.rb

@@ -0,0 +1,105 @@
+## Class to generate sample inboxes for a chatwoot test @Account.
+############################################################
+### Usage #####
+#
+#   # Seed an account with all data types in this class
+#   Seeders::InboxSeeder.new(account: @Account.find(1), company_data:  {name: 'PaperLayer', doamin: 'paperlayer.test'}).perform!
+#
+#
+############################################################
+
+class Seeders::InboxSeeder
+  def initialize(account:, company_data:)
+    raise 'Inbox Seeding is not allowed in production.' unless ENV.fetch('ENABLE_ACCOUNT_SEEDING', !Rails.env.production?)
+
+    @account = account
+    @company_data = company_data
+  end
+
+  def perform!
+    seed_website_inbox
+    seed_facebook_inbox
+    seed_twitter_inbox
+    seed_whatsapp_inbox
+    seed_sms_inbox
+    seed_email_inbox
+    seed_api_inbox
+    seed_telegram_inbox
+    seed_line_inbox
+  end
+
+  def seed_website_inbox
+    channel = Channel::WebWidget.create!(account: @account, website_url: "https://#{@company_data['domain']}")
+    Inbox.create!(channel: channel, account: @account, name: "#{@company_data['name']} Website")
+  end
+
+  def seed_facebook_inbox
+    channel = Channel::FacebookPage.create!(account: @account, user_access_token: SecureRandom.hex, page_access_token: SecureRandom.hex,
+                                            page_id: SecureRandom.hex)
+    Inbox.create!(channel: channel, account: @account, name: "#{@company_data['name']} Facebook")
+  end
+
+  def seed_twitter_inbox
+    channel = Channel::TwitterProfile.create!(account: @account, twitter_access_token: SecureRandom.hex,
+                                              twitter_access_token_secret: SecureRandom.hex, profile_id: '123')
+    Inbox.create!(channel: channel, account: @account, name: "#{@company_data['name']} Twitter")
+  end
+
+  def seed_whatsapp_inbox
+    # rubocop:disable Rails/SkipsModelValidations
+    Channel::Whatsapp.insert(
+      {
+        account_id: @account.id,
+        phone_number: Faker::PhoneNumber.cell_phone_in_e164,
+        created_at: Time.now.utc,
+        updated_at: Time.now.utc
+      },
+      returning: %w[id]
+    )
+    # rubocop:enable Rails/SkipsModelValidations
+
+    channel = Channel::Whatsapp.find_by(account_id: @account.id)
+
+    Inbox.create!(channel: channel, account: @account, name: "#{@company_data['name']} Whatsapp")
+  end
+
+  def seed_sms_inbox
+    channel = Channel::Sms.create!(account: @account, phone_number: Faker::PhoneNumber.cell_phone_in_e164)
+    Inbox.create!(channel: channel, account: @account, name: "#{@company_data['name']} Mobile")
+  end
+
+  def seed_email_inbox
+    channel = Channel::Email.create!(account: @account, email: "test#{SecureRandom.hex}@#{@company_data['domain']}",
+                                     forward_to_email: "test_fwd#{SecureRandom.hex}@#{@company_data['domain']}")
+    Inbox.create!(channel: channel, account: @account, name: "#{@company_data['name']} Email")
+  end
+
+  def seed_api_inbox
+    channel = Channel::Api.create!(account: @account)
+    Inbox.create!(channel: channel, account: @account, name: "#{@company_data['name']} API")
+  end
+
+  def seed_telegram_inbox
+    # rubocop:disable Rails/SkipsModelValidations
+    bot_token = SecureRandom.hex
+    Channel::Telegram.insert(
+      {
+        account_id: @account.id,
+        bot_name: (@company_data['name']).to_s,
+        bot_token: bot_token,
+        created_at: Time.now.utc,
+        updated_at: Time.now.utc
+      },
+      returning: %w[id]
+    )
+    channel = Channel::Telegram.find_by(bot_token: bot_token)
+    Inbox.create!(channel: channel, account: @account, name: "#{@company_data['name']} Telegram")
+    # rubocop:enable Rails/SkipsModelValidations
+  end
+
+  def seed_line_inbox
+    channel = Channel::Line.create!(account: @account, line_channel_id: SecureRandom.hex, line_channel_secret: SecureRandom.hex,
+                                    line_channel_token: SecureRandom.hex)
+    Inbox.create!(channel: channel, account: @account, name: "#{@company_data['name']} Line")
+  end
+end

research/chatwoot/lib/seeders/message_seeder.rb

@@ -0,0 +1,123 @@
+module Seeders::MessageSeeder
+  def self.create_sample_email_collect_message(conversation)
+    Message.create!(
+      account: conversation.account,
+      inbox: conversation.inbox,
+      conversation: conversation,
+      message_type: :template,
+      content_type: :input_email,
+      content: 'Get notified by email'
+    )
+  end
+
+  def self.create_sample_csat_collect_message(conversation)
+    Message.create!(
+      account: conversation.account,
+      inbox: conversation.inbox,
+      conversation: conversation,
+      message_type: :template,
+      content_type: :input_csat,
+      content: 'Please rate the support'
+    )
+  end
+
+  def self.create_sample_cards_message(conversation)
+    Message.create!(
+      account: conversation.account,
+      inbox: conversation.inbox,
+      conversation: conversation,
+      message_type: :template,
+      content_type: 'cards',
+      content: 'cards',
+      content_attributes: {
+        items: [
+          sample_card_item,
+          sample_card_item
+        ]
+      }
+    )
+  end
+
+  def self.sample_card_item
+    {
+      media_url: 'https://i.imgur.com/d8Djr4k.jpg',
+      title: 'Acme Shoes 2.0',
+      description: 'Move with Acme Shoe 2.0',
+      actions: [
+        {
+          type: 'link',
+          text: 'View More',
+          uri: 'http://acme-shoes.inc'
+        },
+        {
+          type: 'postback',
+          text: 'Add to cart',
+          payload: 'ITEM_SELECTED'
+        }
+      ]
+    }
+  end
+
+  def self.create_sample_input_select_message(conversation)
+    Message.create!(
+      account: conversation.account,
+      inbox: conversation.inbox,
+      conversation: conversation,
+      message_type: :template,
+      content: 'Your favorite food',
+      content_type: 'input_select',
+      content_attributes: {
+        items: [
+          { title: '🌯 Burito', value: 'Burito' },
+          { title: '🍝 Pasta', value: 'Pasta' },
+          { title: ' 🍱 Sushi', value: 'Sushi' },
+          { title: ' 🥗 Salad', value: 'Salad' }
+        ]
+      }
+    )
+  end
+
+  def self.create_sample_form_message(conversation)
+    Message.create!(
+      account: conversation.account,
+      inbox: conversation.inbox,
+      conversation: conversation,
+      message_type: :template,
+      content_type: 'form',
+      content: 'form',
+      content_attributes: sample_form
+    )
+  end
+
+  def self.sample_form
+    {
+      items: [
+        { name: 'email', placeholder: 'Please enter your email', type: 'email', label: 'Email', required: 'required',
+          pattern_error: 'Please fill this field', pattern: '^[^\s@]+@[^\s@]+\.[^\s@]+$' },
+        { name: 'text_area', placeholder: 'Please enter text', type: 'text_area', label: 'Large Text', required: 'required',
+          pattern_error: 'Please fill this field' },
+        { name: 'text', placeholder: 'Please enter text', type: 'text', label: 'text', default: 'defaut value', required: 'required',
+          pattern: '^[a-zA-Z ]*$', pattern_error: 'Only alphabets are allowed' },
+        { name: 'select', label: 'Select Option', type: 'select', options: [{ label: '🌯 Burito', value: 'Burito' },
+                                                                            { label: '🍝 Pasta', value: 'Pasta' }] }
+      ]
+    }
+  end
+
+  def self.create_sample_articles_message(conversation)
+    Message.create!(
+      account: conversation.account,
+      inbox: conversation.inbox,
+      conversation: conversation,
+      message_type: :template,
+      content: 'Tech Companies',
+      content_type: 'article',
+      content_attributes: {
+        items: [
+          { title: 'Acme Hardware', description: 'Hardware reimagined', link: 'http://acme-hardware.inc' },
+          { title: 'Acme Search', description: 'The best Search Engine', link: 'http://acme-search.inc' }
+        ]
+      }
+    )
+  end
+end

research/chatwoot/lib/seeders/reports/conversation_creator.rb

@@ -0,0 +1,119 @@
+# frozen_string_literal: true
+
+require 'faker'
+require 'active_support/testing/time_helpers'
+
+class Seeders::Reports::ConversationCreator
+  include ActiveSupport::Testing::TimeHelpers
+
+  def initialize(account:, resources:)
+    @account = account
+    @contacts = resources[:contacts]
+    @inboxes = resources[:inboxes]
+    @teams = resources[:teams]
+    @labels = resources[:labels]
+    @agents = resources[:agents]
+    @priorities = [nil, 'urgent', 'high', 'medium', 'low']
+  end
+
+  # rubocop:disable Metrics/MethodLength
+  def create_conversation(created_at:)
+    conversation = nil
+    should_resolve = false
+    resolution_time = nil
+
+    ActiveRecord::Base.transaction do
+      travel_to(created_at) do
+        conversation = build_conversation
+        conversation.save!
+
+        add_labels_to_conversation(conversation)
+        create_messages_for_conversation(conversation)
+
+        # Determine if should resolve but don't update yet
+        should_resolve = rand > 0.3
+        if should_resolve
+          resolution_delay = rand((30.minutes)..(24.hours))
+          resolution_time = created_at + resolution_delay
+        end
+      end
+
+      travel_back
+    end
+
+    # Now resolve outside of time travel if needed
+    if should_resolve && resolution_time
+      # rubocop:disable Rails/SkipsModelValidations
+      conversation.update_column(:status, :resolved)
+      conversation.update_column(:updated_at, resolution_time)
+      # rubocop:enable Rails/SkipsModelValidations
+
+      # Trigger the event with proper timestamp
+      travel_to(resolution_time) do
+        trigger_conversation_resolved_event(conversation)
+      end
+      travel_back
+    end
+
+    conversation
+  end
+  # rubocop:enable Metrics/MethodLength
+
+  private
+
+  def build_conversation
+    contact = @contacts.sample
+    inbox = @inboxes.sample
+
+    contact_inbox = find_or_create_contact_inbox(contact, inbox)
+    assignee = select_assignee(inbox)
+    team = select_team
+    priority = @priorities.sample
+
+    contact_inbox.conversations.new(
+      account: @account,
+      inbox: inbox,
+      contact: contact,
+      assignee: assignee,
+      team: team,
+      priority: priority
+    )
+  end
+
+  def find_or_create_contact_inbox(contact, inbox)
+    inbox.contact_inboxes.find_or_create_by!(
+      contact: contact,
+      source_id: SecureRandom.hex
+    )
+  end
+
+  def select_assignee(inbox)
+    rand(10) < 8 ? inbox.members.sample : nil
+  end
+
+  def select_team
+    rand(10) < 7 ? @teams.sample : nil
+  end
+
+  def add_labels_to_conversation(conversation)
+    labels_to_add = @labels.sample(rand(5..20))
+    conversation.update_labels(labels_to_add.map(&:title))
+  end
+
+  def create_messages_for_conversation(conversation)
+    message_creator = Seeders::Reports::MessageCreator.new(
+      account: @account,
+      agents: @agents,
+      conversation: conversation
+    )
+    message_creator.create_messages
+  end
+
+  def trigger_conversation_resolved_event(conversation)
+    event_data = { conversation: conversation }
+
+    ReportingEventListener.instance.conversation_resolved(
+      Events::Base.new('conversation_resolved', Time.current, event_data)
+    )
+  end
+end

research/chatwoot/lib/seeders/reports/message_creator.rb

@@ -0,0 +1,141 @@
+# frozen_string_literal: true
+
+require 'faker'
+require 'active_support/testing/time_helpers'
+
+class Seeders::Reports::MessageCreator
+  include ActiveSupport::Testing::TimeHelpers
+
+  MESSAGES_PER_CONVERSATION = 5
+
+  def initialize(account:, agents:, conversation:)
+    @account = account
+    @agents = agents
+    @conversation = conversation
+  end
+
+  def create_messages
+    message_count = rand(MESSAGES_PER_CONVERSATION..MESSAGES_PER_CONVERSATION + 5)
+    first_agent_reply = true
+
+    message_count.times do |i|
+      message = create_single_message(i)
+      first_agent_reply = handle_reply_tracking(message, i, first_agent_reply)
+    end
+  end
+
+  def create_single_message(index)
+    is_incoming = index.even?
+    add_realistic_delay(index, is_incoming) if index.positive?
+    create_message(is_incoming)
+  end
+
+  def handle_reply_tracking(message, index, first_agent_reply)
+    return first_agent_reply if index.even? # Skip incoming messages
+
+    handle_agent_reply_events(message, first_agent_reply)
+    false # No longer first reply after any agent message
+  end
+
+  private
+
+  def add_realistic_delay(_message_index, is_incoming)
+    delay = calculate_message_delay(is_incoming)
+    travel(delay)
+  end
+
+  def calculate_message_delay(is_incoming)
+    if is_incoming
+      # Customer response time: 1 minute to 4 hours
+      rand((1.minute)..(4.hours))
+    elsif business_hours_active?(Time.current)
+      # Agent response time varies by business hours
+      rand((30.seconds)..(30.minutes))
+    else
+      rand((1.hour)..(8.hours))
+    end
+  end
+
+  def create_message(is_incoming)
+    if is_incoming
+      create_incoming_message
+    else
+      create_outgoing_message
+    end
+  end
+
+  def create_incoming_message
+    @conversation.messages.create!(
+      account: @account,
+      inbox: @conversation.inbox,
+      message_type: :incoming,
+      content: generate_message_content,
+      sender: @conversation.contact
+    )
+  end
+
+  def create_outgoing_message
+    sender = @conversation.assignee || @agents.sample
+
+    @conversation.messages.create!(
+      account: @account,
+      inbox: @conversation.inbox,
+      message_type: :outgoing,
+      content: generate_message_content,
+      sender: sender
+    )
+  end
+
+  def generate_message_content
+    Faker::Lorem.paragraph(sentence_count: rand(1..5))
+  end
+
+  def handle_agent_reply_events(message, is_first_reply)
+    if is_first_reply
+      trigger_first_reply_event(message)
+    else
+      trigger_reply_event(message)
+    end
+  end
+
+  def business_hours_active?(time)
+    weekday = time.wday
+    hour = time.hour
+    weekday.between?(1, 5) && hour.between?(9, 17)
+  end
+
+  def trigger_first_reply_event(message)
+    event_data = {
+      message: message,
+      conversation: message.conversation
+    }
+
+    ReportingEventListener.instance.first_reply_created(
+      Events::Base.new('first_reply_created', Time.current, event_data)
+    )
+  end
+
+  def trigger_reply_event(message)
+    waiting_since = calculate_waiting_since(message)
+
+    event_data = {
+      message: message,
+      conversation: message.conversation,
+      waiting_since: waiting_since
+    }
+
+    ReportingEventListener.instance.reply_created(
+      Events::Base.new('reply_created', Time.current, event_data)
+    )
+  end
+
+  def calculate_waiting_since(message)
+    last_customer_message = message.conversation.messages
+                                   .where(message_type: :incoming)
+                                   .where('created_at < ?', message.created_at)
+                                   .order(:created_at)
+                                   .last
+
+    last_customer_message&.created_at || message.conversation.created_at
+  end
+end

research/chatwoot/lib/seeders/reports/report_data_seeder.rb

@@ -0,0 +1,234 @@
+# frozen_string_literal: true
+
+# Reports Data Seeder
+#
+# Generates realistic test data for performance testing of reports and analytics.
+# Creates conversations, messages, contacts, agents, teams, and labels with proper
+# reporting events (first response times, resolution times, etc.) using time travel
+# to generate historical data with realistic timestamps.
+#
+# Usage:
+#   ACCOUNT_ID=1 ENABLE_ACCOUNT_SEEDING=true bundle exec rake db:seed:reports_data
+#
+# This will create:
+#   - 1000 conversations with realistic message exchanges
+#   - 100 contacts with realistic profiles
+#   - 20 agents assigned to teams and inboxes
+#   - 5 teams with realistic distribution
+#   - 30 labels with random assignments
+#   - 3 inboxes with agent assignments
+#   - Realistic reporting events with historical timestamps
+#
+# Note: This seeder clears existing data for the account before seeding.
+
+require 'faker'
+require_relative 'conversation_creator'
+require_relative 'message_creator'
+
+# rubocop:disable Rails/Output
+class Seeders::Reports::ReportDataSeeder
+  include ActiveSupport::Testing::TimeHelpers
+
+  TOTAL_CONVERSATIONS = 1000
+  TOTAL_CONTACTS = 100
+  TOTAL_AGENTS = 20
+  TOTAL_TEAMS = 5
+  TOTAL_LABELS = 30
+  TOTAL_INBOXES = 3
+  MESSAGES_PER_CONVERSATION = 5
+  START_DATE = 3.months.ago # rubocop:disable Rails/RelativeDateConstant
+  END_DATE = Time.current
+
+  def initialize(account:)
+    raise 'Account Seeding is not allowed.' unless ENV.fetch('ENABLE_ACCOUNT_SEEDING', !Rails.env.production?)
+
+    @account = account
+    @teams = []
+    @agents = []
+    @labels = []
+    @inboxes = []
+    @contacts = []
+  end
+
+  def perform!
+    puts "Starting reports data seeding for account: #{@account.name}"
+
+    # Clear existing data
+    clear_existing_data
+
+    create_teams
+    create_agents
+    create_labels
+    create_inboxes
+    create_contacts
+
+    create_conversations
+
+    puts "Completed reports data seeding for account: #{@account.name}"
+  end
+
+  private
+
+  def clear_existing_data
+    puts "Clearing existing data for account: #{@account.id}"
+    @account.teams.destroy_all
+    @account.conversations.destroy_all
+    @account.labels.destroy_all
+    @account.inboxes.destroy_all
+    @account.contacts.destroy_all
+    @account.agents.destroy_all
+    @account.reporting_events.destroy_all
+  end
+
+  def create_teams
+    TOTAL_TEAMS.times do |i|
+      team = @account.teams.create!(
+        name: "#{Faker::Company.industry} Team #{i + 1}"
+      )
+      @teams << team
+      print "\rCreating teams: #{i + 1}/#{TOTAL_TEAMS}"
+    end
+
+    print "\n"
+  end
+
+  def create_agents
+    TOTAL_AGENTS.times do |i|
+      user = create_single_agent(i)
+      assign_agent_to_teams(user)
+      @agents << user
+      print "\rCreating agents: #{i + 1}/#{TOTAL_AGENTS}"
+    end
+
+    print "\n"
+  end
+
+  def create_single_agent(index)
+    random_suffix = SecureRandom.hex(4)
+    user = User.create!(
+      name: Faker::Name.name,
+      email: "agent_#{index + 1}_#{random_suffix}@#{@account.domain || 'example.com'}",
+      password: 'Password1!.',
+      confirmed_at: Time.current
+    )
+    user.skip_confirmation!
+    user.save!
+
+    AccountUser.create!(
+      account_id: @account.id,
+      user_id: user.id,
+      role: :agent
+    )
+
+    user
+  end
+
+  def assign_agent_to_teams(user)
+    teams_to_assign = @teams.sample(rand(1..3))
+    teams_to_assign.each do |team|
+      TeamMember.create!(
+        team_id: team.id,
+        user_id: user.id
+      )
+    end
+  end
+
+  def create_labels
+    TOTAL_LABELS.times do |i|
+      label = @account.labels.create!(
+        title: "Label-#{i + 1}-#{Faker::Lorem.word}",
+        description: Faker::Company.catch_phrase,
+        color: Faker::Color.hex_color
+      )
+      @labels << label
+      print "\rCreating labels: #{i + 1}/#{TOTAL_LABELS}"
+    end
+
+    print "\n"
+  end
+
+  def create_inboxes
+    TOTAL_INBOXES.times do |_i|
+      inbox = create_single_inbox
+      assign_agents_to_inbox(inbox)
+      @inboxes << inbox
+      print "\rCreating inboxes: #{@inboxes.size}/#{TOTAL_INBOXES}"
+    end
+
+    print "\n"
+  end
+
+  def create_single_inbox
+    channel = Channel::WebWidget.create!(
+      website_url: "https://#{Faker::Internet.domain_name}",
+      account_id: @account.id
+    )
+
+    @account.inboxes.create!(
+      name: "#{Faker::Company.name} Website",
+      channel: channel
+    )
+  end
+
+  def assign_agents_to_inbox(inbox)
+    agents_to_assign = if @inboxes.empty?
+                         # First inbox gets all agents to ensure coverage
+                         @agents
+                       else
+                         # Subsequent inboxes get random selection with some overlap
+                         min_agents = [@agents.size / TOTAL_INBOXES, 10].max
+                         max_agents = [(@agents.size * 0.8).to_i, 50].min
+                         @agents.sample(rand(min_agents..max_agents))
+                       end
+
+    agents_to_assign.each do |agent|
+      InboxMember.create!(inbox: inbox, user: agent)
+    end
+  end
+
+  def create_contacts
+    TOTAL_CONTACTS.times do |i|
+      contact = @account.contacts.create!(
+        name: Faker::Name.name,
+        email: Faker::Internet.email,
+        phone_number: Faker::PhoneNumber.cell_phone_in_e164,
+        identifier: SecureRandom.uuid,
+        additional_attributes: {
+          company: Faker::Company.name,
+          city: Faker::Address.city,
+          country: Faker::Address.country,
+          customer_since: Faker::Date.between(from: 2.years.ago, to: Time.zone.today)
+        }
+      )
+      @contacts << contact
+
+      print "\rCreating contacts: #{i + 1}/#{TOTAL_CONTACTS}"
+    end
+
+    print "\n"
+  end
+
+  def create_conversations
+    conversation_creator = Seeders::Reports::ConversationCreator.new(
+      account: @account,
+      resources: {
+        contacts: @contacts,
+        inboxes: @inboxes,
+        teams: @teams,
+        labels: @labels,
+        agents: @agents
+      }
+    )
+
+    TOTAL_CONVERSATIONS.times do |i|
+      created_at = Faker::Time.between(from: START_DATE, to: END_DATE)
+      conversation_creator.create_conversation(created_at: created_at)
+
+      completion_percentage = ((i + 1).to_f / TOTAL_CONVERSATIONS * 100).round
+      print "\rCreating conversations: #{i + 1}/#{TOTAL_CONVERSATIONS} (#{completion_percentage}%)"
+    end
+
+    print "\n"
+  end
+end
+# rubocop:enable Rails/Output

research/chatwoot/lib/seeders/seed_data.yml

@@ -0,0 +1,480 @@
+company:
+  name: 'PaperLayer'
+  domain: 'paperlayer.test'
+users:
+  - name: 'Michael Scott'
+    gender: male
+    email: 'michael_scott@paperlayer.test'
+    team:
+      - 'sales'
+      - 'management'
+      - 'administration'
+      - 'warehouse'
+    role: 'administrator'
+  - name: 'David Wallace'
+    gender: male
+    email: 'david@paperlayer.test'
+    team:
+      - 'Management'
+  - name: 'Deangelo Vickers'
+    gender: male
+    email: 'deangelo@paperlayer.test'
+    team:
+      - 'Management'
+  - name: 'Jo Bennett'
+    gender: female
+    email: 'jo@paperlayer.test'
+    team:
+      - 'Management'
+  - name: 'Josh Porter'
+    gender: male
+    email: 'josh@paperlayer.test'
+    team:
+      - 'Management'
+  - name: 'Charles Miner'
+    gender: male
+    email: 'charles@paperlayer.test'
+    team:
+      - 'Management'
+  - name: 'Ed Truck'
+    gender: male
+    email: 'ed@paperlayer.test'
+    team:
+      - 'Management'
+  - name: 'Dan Gore'
+    gender: male
+    email: 'dan@paperlayer.test'
+    team:
+      - 'Management'
+  - name: 'Craig D'
+    gender: male
+    email: 'craig@paperlayer.test'
+    team:
+      - 'Management'
+  - name: 'Troy Underbridge'
+    gender: male
+    email: 'troy@paperlayer.test'
+    team:
+      - 'Management'
+  - name: 'Karen Filippelli'
+    gender: female
+    email: 'karn@paperlayer.test'
+    team:
+      - 'Sales'
+    custom_role: 'Sales Representative'
+  - name: 'Danny Cordray'
+    gender: female
+    email: 'danny@paperlayer.test'
+    team:
+      - 'Sales'
+    custom_role: 'Customer Support Lead'
+  - name: 'Ben Nugent'
+    gender: male
+    email: 'ben@paperlayer.test'
+    team:
+      - 'Sales'
+    custom_role: 'Junior Agent'
+  - name: 'Todd Packer'
+    gender: male
+    email: 'todd@paperlayer.test'
+    team:
+      - 'Sales'
+    custom_role: 'Sales Representative'
+  - name: 'Cathy Simms'
+    gender: female
+    email: 'cathy@paperlayer.test'
+    team:
+      - 'Administration'
+    custom_role: 'Knowledge Manager'
+  - name: 'Hunter Jo'
+    gender: male
+    email: 'hunter@paperlayer.test'
+    team:
+      - 'Administration'
+    custom_role: 'Analytics Specialist'
+  - name: 'Rolando Silva'
+    gender: male
+    email: 'rolando@paperlayer.test'
+    team:
+      - 'Administration'
+    custom_role: 'Junior Agent'
+  - name: 'Stephanie Wilson'
+    gender: female
+    email: 'stephanie@paperlayer.test'
+    team:
+      - 'Administration'
+    custom_role: 'Escalation Handler'
+  - name: 'Jordan Garfield'
+    gender: male
+    email: 'jorodan@paperlayer.test'
+    team:
+      - 'Administration'
+  - name: 'Ronni Carlo'
+    gender: male
+    email: 'ronni@paperlayer.test'
+    team:
+      - 'Administration'
+  - name: 'Lonny Collins'
+    gender: female
+    email: 'lonny@paperlayer.test'
+    team:
+      - 'Warehouse'
+    custom_role: 'Customer Support Lead'
+  - name: 'Madge Madsen'
+    gender: female
+    email: 'madge@paperlayer.test'
+    team:
+      - 'Warehouse'
+  - name: 'Glenn Max'
+    gender: female
+    email: 'glenn@paperlayer.test'
+    team:
+      - 'Warehouse'
+  - name: 'Jerry DiCanio'
+    gender: male
+    email: 'jerry@paperlayer.test'
+    team:
+      - 'Warehouse'
+  - name: 'Phillip Martin'
+    gender: male
+    email: 'phillip@paperlayer.test'
+    team:
+      - 'Warehouse'
+  - name: 'Michael Josh'
+    gender: male
+    email: 'michale_josh@paperlayer.test'
+    team:
+      - 'Warehouse'
+  - name: 'Matt Hudson'
+    gender: male
+    email: 'matt@paperlayer.test'
+    team:
+      - 'Warehouse'
+  - name: 'Gideon'
+    gender: male
+    email: 'gideon@paperlayer.test'
+    team:
+      - 'Warehouse'
+  - name: 'Bruce'
+    gender: male
+    email: 'bruce@paperlayer.test'
+    team:
+      - 'Warehouse'
+  - name: 'Frank'
+    gender: male
+    email: 'frank@paperlayer.test'
+    team:
+      - 'Warehouse'
+  - name: 'Louanne Kelley'
+    gender: female
+    email: 'louanne@paperlayer.test'
+  - name: 'Devon White'
+    gender: male
+    email: 'devon@paperlayer.test'
+    custom_role: 'Escalation Handler'
+  - name: 'Kendall'
+    gender: male
+    email: 'kendall@paperlayer.test'
+  - email: 'sadiq@paperlayer.test'
+    name: 'Sadiq'
+    gender: male
+teams:
+  - '💰 Sales'
+  - '💼 Management'
+  - '👩‍💼 Administration'
+  - '🚛 Warehouse'
+custom_roles:
+  - name: 'Customer Support Lead'
+    description: 'Lead support agent with full conversation and contact management'
+    permissions:
+      - 'conversation_manage'
+      - 'contact_manage'
+      - 'report_manage'
+  - name: 'Sales Representative'
+    description: 'Sales team member with conversation and contact access'
+    permissions:
+      - 'conversation_unassigned_manage'
+      - 'conversation_participating_manage'
+      - 'contact_manage'
+  - name: 'Knowledge Manager'
+    description: 'Manages knowledge base and participates in conversations'
+    permissions:
+      - 'knowledge_base_manage'
+      - 'conversation_participating_manage'
+  - name: 'Junior Agent'
+    description: 'Entry-level agent with basic conversation access'
+    permissions:
+      - 'conversation_participating_manage'
+  - name: 'Analytics Specialist'
+    description: 'Focused on reports and data analysis'
+    permissions:
+      - 'report_manage'
+      - 'conversation_participating_manage'
+  - name: 'Escalation Handler'
+    description: 'Handles unassigned conversations and escalations'
+    permissions:
+      - 'conversation_unassigned_manage'
+      - 'conversation_participating_manage'
+      - 'contact_manage'
+labels:
+    - title: 'billing'
+      color: '#28AD21'
+      show_on_sidebar: true
+    - title: 'software'
+      color: '#8F6EF2'
+      show_on_sidebar: true
+    - title: 'delivery'
+      color: '#A2FDD5'
+      show_on_sidebar: true
+    - title: 'ops-handover'
+      color: '#A53326'
+      show_on_sidebar: true
+    - title: 'premium-customer'
+      color: '#6FD4EF'
+      show_on_sidebar: true
+    - title: 'lead'
+      color: '#F161C8'
+      show_on_sidebar: true
+contacts:
+    - name: "Lorrie Trosdall"
+      email: "ltrosdall0@bravesites.test"
+      gender: 'female'
+      conversations:
+        - channel: Channel::WebWidget
+          messages:
+          - message_type: incoming
+            content: Hi, I'm having trouble logging in to my account.
+          - message_type: outgoing
+            sender: michael_scott@paperlayer.test
+            content: Hi! Sorry to hear that. Can you please provide me with your username and email address so I can look into it for you?
+    - name: "Tiffanie Cloughton"
+      email: "tcloughton1@newyorker.test"
+      gender: 'female'
+      conversations:
+        - channel: Channel::FacebookPage
+          messages:
+          - message_type: incoming
+            content: Hi, I need some help with my billing statement.
+          - message_type: outgoing
+            sender: michael_scott@paperlayer.test
+            content: Hello! I'd be happy to assist you with that. Can you please tell me which billing statement you're referring to?
+    - name: "Melonie Keatch"
+      email: "mkeatch2@reuters.test"
+      gender: 'female'
+      conversations:
+        - channel: Channel::TwitterProfile
+          messages:
+          - message_type: incoming
+            content: Hi, I think I accidentally deleted some important files. Can you help me recover them?
+          - message_type: outgoing
+            sender: michael_scott@paperlayer.test
+            content: Of course! Can you please tell me what type of files they were and where they were located on your device?
+    - name: "Olin Canniffe"
+      email: "ocanniffe3@feedburner.test"
+      gender: 'male'
+      conversations:
+        - channel: Channel::Whatsapp
+          source_id: "123456723"
+          messages:
+          - message_type: incoming
+            content: Hi, I'm having trouble connecting to the internet.
+          - message_type: outgoing
+            sender: michael_scott@paperlayer.test
+            content: I'm sorry to hear that. Have you tried restarting your modem/router? If that doesn't work, please let me know and I can provide further assistance.
+    - name: "Viviene Corp"
+      email: "vcorp4@instagram.test"
+      gender: 'female'
+      conversations:
+        - channel: Channel::Sms
+          source_id: "+1234567"
+          messages:
+          - message_type: incoming
+            content: Hi, I'm having trouble with the mobile app. It keeps crashing.
+          - message_type: outgoing
+            sender: michael_scott@paperlayer.test
+            content: I'm sorry to hear that. Can you please try uninstalling and reinstalling the app and see if that helps? If not, please let me know and I can look into it further.
+    - name: "Drake Pittway"
+      email: "dpittway5@chron.test"
+      gender: 'male'
+      conversations:
+        - channel: Channel::Line
+          messages:
+          - message_type: incoming
+            content: Hi, I'm trying to update my account information but it won't save.
+          - message_type: outgoing
+            sender: michael_scott@paperlayer.test
+            content: Sorry for the inconvenience. Can you please provide me with the specific information you're trying to update and the error message you're receiving?
+    - name: "Klaus Crawley"
+      email: "kcrawley6@narod.ru"
+      gender: 'male'
+      conversations:
+        - channel: Channel::WebWidget
+          messages:
+          - message_type: incoming
+            content: Hi, I need some help setting up my new device.
+          - message_type: outgoing
+            sender: michael_scott@paperlayer.test
+            content: No problem! Can you please tell me the make and model of your device and what specifically you need help with?
+    - name: "Bing Cusworth"
+      email: "bcusworth7@arstechnica.test"
+      gender: 'male'
+      conversations:
+        - channel: Channel::TwitterProfile
+          messages:
+          - message_type: incoming
+            content: Hi, I accidentally placed an order for the wrong item. Can I cancel it?
+          - message_type: outgoing
+            sender: michael_scott@paperlayer.test
+            content: I'm sorry to hear that. Can you please provide me with your order number and I'll see if I can cancel it for you?
+    - name: "Claus Jira"
+      email: "cjira8@comcast.net"
+      gender: 'male'
+      conversations:
+        - channel: Channel::Whatsapp
+          source_id: "12323432"
+          messages:
+          - message_type: incoming
+            content: Hi, I'm having trouble with my email. I can't seem to send or receive any messages.
+          - message_type: outgoing
+            sender: michael_scott@paperlayer.test
+            content: I'm sorry to hear that. Can you please tell me what email client you're using and if you're receiving any error messages?
+    - name: "Quent Dalliston"
+      email: "qdalliston9@zimbio.test"
+      gender: 'male'
+      conversations:
+        - channel: Channel::Whatsapp
+          source_id: "12342234324"
+          messages:
+          - message_type: incoming
+            content: Hi, I need some help resetting my password.
+          - message_type: outgoing
+            sender: michael_scott@paperlayer.test
+            content: Sure! Can you please provide me with your username or email address and I'll send you a password reset link?
+    - name: "Coreen Mewett"
+      email: "cmewetta@home.pl"
+      gender: 'female'
+      conversations:
+        - channel: Channel::FacebookPage
+          messages:
+          - message_type: incoming
+            content: Hi, I think someone may have hacked into my account. What should I do?
+          - message_type: outgoing
+            sender: michael_scott@paperlayer.test
+            content: I'm sorry to hear that. Please change your password immediately and enable two-factor authentication if you haven't already done so. I can also assist you in reviewing your account activity if needed.
+    - name: "Benyamin Janeway"
+      email: "bjanewayb@ustream.tv"
+      gender: 'male'
+      conversations:
+        - channel: Channel::Line
+          messages:
+          - message_type: incoming
+            content: Hi, I have a question about your product features.
+          - message_type: outgoing
+            sender: michael_scott@paperlayer.test
+            content: Sure thing! What specific feature are you interested in learning more about?
+    - name: "Cordell Dalinder"
+      email: "cdalinderc@msn.test"
+      gender: 'male'
+      conversations:
+        - channel: Channel::Email
+          source_id: "cdalinderc@msn.test"
+          messages:
+          - message_type: incoming
+            content: Hi, I need help setting up my new printer.
+          - message_type: outgoing
+            sender: michael_scott@paperlayer.test
+            content: No problem! Can you please provide me with the make and model of your printer and what type of device you'll be connecting it to?
+    - name: "Merrile Petruk"
+      email: "mpetrukd@wunderground.test"
+      gender: 'female'
+      conversations:
+        - channel: Channel::Email
+          source_id: "mpetrukd@wunderground.test"
+          priority: urgent
+          messages:
+          - message_type: incoming
+            content: Hi, I'm having trouble accessing a file that I shared with someone.
+          - message_type: outgoing
+            sender: michael_scott@paperlayer.test
+            content: I'm sorry to hear that. Can you please tell me which file you're having trouble accessing and who you shared it with? I'll do my best to help you regain access.
+    - name: "Nathaniel Vannuchi"
+      email: "nvannuchie@photobucket.test"
+      gender: 'male'
+      conversations:
+        - channel: Channel::FacebookPage
+          priority: high
+          messages:
+            - message_type: incoming
+              content: "Hey there,I need some help with billing, my card is not working on the website."
+    - name: "Olia Olenchenko"
+      email: "oolenchenkof@bluehost.test"
+      gender: 'female'
+      conversations:
+        - channel: Channel::WebWidget
+          priority: high
+          assignee: michael_scott@paperlayer.test
+          messages:
+            - message_type: incoming
+              content: "Billing section is not working, it throws some error."
+    - name: "Elisabeth Derington"
+      email: "ederingtong@printfriendly.test"
+      gender: 'female'
+      conversations:
+        - channel: Channel::Whatsapp
+          priority: high
+          source_id: "1223423567"
+          labels:
+            - billing
+            - delivery
+            - ops-handover
+            - premium-customer
+          messages:
+            - message_type: incoming
+              content: "Hey \n I didn't get the product delivered, but it shows it is delivered to my address. Please check"
+    - name: "Willy Castelot"
+      email: "wcasteloth@exblog.jp"
+      gender: 'male'
+      conversations:
+        - channel: Channel::WebWidget
+          priority: medium
+          labels:
+            - software
+            - ops-handover
+          messages:
+            - message_type: incoming
+              content: "Hey there, \n I need some help with the product, my button is not working on the website."
+    - name: "Ophelia Folkard"
+      email: "ofolkardi@taobao.test"
+      gender: 'female'
+      conversations:
+        - channel: Channel::WebWidget
+          priority: low
+          assignee: michael_scott@paperlayer.test
+          labels:
+            - billing
+            - software
+            - lead
+          messages:
+            - message_type: incoming
+              content: "Hey, \n My card is not working on your website. Please help"
+    - name: "Candice Matherson"
+      email: "cmathersonj@va.test"
+      gender: 'female'
+      conversations:
+        - channel: Channel::Email
+          priority: urgent
+          source_id: "cmathersonj@va.test"
+          assignee: michael_scott@paperlayer.test
+          labels:
+            - billing
+            - lead
+          messages:
+            - message_type: incoming
+              content: "Hey, \n I'm looking for some help to figure out if it is the right product for me."
+            - message_type: outgoing
+              sender: michael_scott@paperlayer.test
+              content: Welcome to PaperLayer. Our Team will be getting back you shortly.
+            - message_type: outgoing
+              sender: michael_scott@paperlayer.test
+              content: How may i help you ?
+              sender: michael_scott@paperlayer.test