diff --git a/cmd/csat.go b/cmd/csat.go
index 0171a0cf..d2c76992 100644
--- a/cmd/csat.go
+++ b/cmd/csat.go
@@ -86,7 +86,7 @@ func handleUpdateCSATResponse(r *fastglue.Request) error {
 		})
 	}
 
-	if err := app.csat.UpdateResponse(uuid, rating, feedback, metaJSON); err != nil {
+	if err := app.conversation.UpdateCSATResponse(uuid, rating, feedback, metaJSON); err != nil {
 		// Surface only known, user-safe messages; never leak raw driver errors
 		// (e.g. a malformed UUID triggers a Postgres syntax error string).
 		msg := app.i18n.T("globals.messages.somethingWentWrong")
@@ -161,8 +161,7 @@ func handleSubmitCSATResponse(r *fastglue.Request) error {
 
 	req.Feedback = truncateFeedback(req.Feedback)
 
-	// Update CSAT response
-	if err := app.csat.UpdateResponse(uuid, req.Rating, req.Feedback, nil); err != nil {
+	if err := app.conversation.UpdateCSATResponse(uuid, req.Rating, req.Feedback, nil /** meta **/); err != nil {
 		return sendErrorEnvelope(r, err)
 	}
 
diff --git a/cmd/report.go b/cmd/report.go
index f0dec2ef..91fda470 100644
--- a/cmd/report.go
+++ b/cmd/report.go
@@ -24,7 +24,7 @@ func handleOverviewCharts(r *fastglue.Request) error {
 		app     = r.Context.(*App)
 		days, _ = strconv.Atoi(string(r.RequestCtx.QueryArgs().Peek("days")))
 	)
-	charts, err := app.report.GetOverviewChart(days)
+	charts, err := app.report.GetOverviewChart(days, app.setting.GetAppTimezone())
 	if err != nil {
 		return sendErrorEnvelope(r, err)
 	}
@@ -37,7 +37,7 @@ func handleOverviewSLA(r *fastglue.Request) error {
 		app     = r.Context.(*App)
 		days, _ = strconv.Atoi(string(r.RequestCtx.QueryArgs().Peek("days")))
 	)
-	sla, err := app.report.GetOverviewSLA(days)
+	sla, err := app.report.GetOverviewSLA(days, app.setting.GetAppTimezone())
 	if err != nil {
 		return sendErrorEnvelope(r, err)
 	}
@@ -50,7 +50,7 @@ func handleOverviewCSAT(r *fastglue.Request) error {
 		app     = r.Context.(*App)
 		days, _ = strconv.Atoi(string(r.RequestCtx.QueryArgs().Peek("days")))
 	)
-	csat, err := app.report.GetOverviewCSAT(days)
+	csat, err := app.report.GetOverviewCSAT(days, app.setting.GetAppTimezone())
 	if err != nil {
 		return sendErrorEnvelope(r, err)
 	}
@@ -63,7 +63,7 @@ func handleOverviewMessageVolume(r *fastglue.Request) error {
 		app     = r.Context.(*App)
 		days, _ = strconv.Atoi(string(r.RequestCtx.QueryArgs().Peek("days")))
 	)
-	volume, err := app.report.GetOverviewMessageVolume(days)
+	volume, err := app.report.GetOverviewMessageVolume(days, app.setting.GetAppTimezone())
 	if err != nil {
 		return sendErrorEnvelope(r, err)
 	}
@@ -76,7 +76,7 @@ func handleOverviewTagDistribution(r *fastglue.Request) error {
 		app     = r.Context.(*App)
 		days, _ = strconv.Atoi(string(r.RequestCtx.QueryArgs().Peek("days")))
 	)
-	tags, err := app.report.GetOverviewTagDistribution(days)
+	tags, err := app.report.GetOverviewTagDistribution(days, app.setting.GetAppTimezone())
 	if err != nil {
 		return sendErrorEnvelope(r, err)
 	}
diff --git a/frontend/apps/main/src/features/admin/inbox/formSchema.js b/frontend/apps/main/src/features/admin/inbox/formSchema.js
index 99f5fe1e..7e49c666 100644
--- a/frontend/apps/main/src/features/admin/inbox/formSchema.js
+++ b/frontend/apps/main/src/features/admin/inbox/formSchema.js
@@ -56,8 +56,8 @@ export const createFormSchema = (t) => z.object({
   smtp: z.object({
     host: z.string().min(1, t('globals.messages.required')),
     port: z.number().min(1).max(65535),
-    username: z.string().min(1, t('globals.messages.required')),
-    password: z.string().min(1, t('globals.messages.required')),
+    username: z.string().default(''),
+    password: z.string().default(''),
     max_conns: z.number().min(1),
     max_msg_retries: z.number().min(0).max(100),
     idle_timeout: z.string().min(1, t('globals.messages.required')).refine(isGoDuration, {
@@ -70,6 +70,13 @@ export const createFormSchema = (t) => z.object({
     tls_skip_verify: z.boolean().optional(),
     hello_hostname: z.string().optional(),
     auth_protocol: z.enum(['login', 'cram', 'plain', 'none'])
+  }).superRefine((smtp, ctx) => {
+    if (smtp.auth_protocol === 'none') return
+    for (const field of ['username', 'password']) {
+      if (!smtp[field]) {
+        ctx.addIssue({ code: 'custom', path: [field], message: t('globals.messages.required') })
+      }
+    }
   })
 }).superRefine((values, ctx) => {
   const primary = extractEmailAddress(values.from).toLowerCase()
diff --git a/frontend/apps/main/src/features/admin/inbox/formSchema.test.js b/frontend/apps/main/src/features/admin/inbox/formSchema.test.js
index fa540b9e..d6c8bda7 100644
--- a/frontend/apps/main/src/features/admin/inbox/formSchema.test.js
+++ b/frontend/apps/main/src/features/admin/inbox/formSchema.test.js
@@ -248,6 +248,28 @@ describe('Email Inbox Form Schema', () => {
         }
     })
 
+    test('unauthenticated SMTP accepts empty and omitted credentials', () => {
+        for (const credential of ['', undefined]) {
+            expect(() => schema.parse(withSmtp({
+                auth_protocol: 'none', username: credential, password: credential
+            }))).not.toThrow()
+        }
+    })
+
+    test('authenticated SMTP requires both credentials', () => {
+        for (const auth_protocol of ['login', 'cram', 'plain']) {
+            for (const field of ['username', 'password']) {
+                for (const credential of ['', undefined]) {
+                    const result = schema.safeParse(withSmtp({ auth_protocol, [field]: credential }))
+                    expect(result.success).toBe(false)
+                    expect(result.error.issues).toEqual(expect.arrayContaining([
+                        expect.objectContaining({ path: ['smtp', field] })
+                    ]))
+                }
+            }
+        }
+    })
+
     test('smtp hello_hostname optional', () => {
         expect(() => schema.parse(withSmtp({ hello_hostname: 'desk.example.com' }))).not.toThrow()
     })
diff --git a/frontend/apps/main/src/features/admin/notification/formSchema.js b/frontend/apps/main/src/features/admin/notification/formSchema.js
index bcdc3829..55291a1f 100644
--- a/frontend/apps/main/src/features/admin/notification/formSchema.js
+++ b/frontend/apps/main/src/features/admin/notification/formSchema.js
@@ -3,9 +3,7 @@ import { isGoDuration } from '@shared-ui/utils/string';
 
 export const createFormSchema = (t) => z.object({
     enabled: z.boolean().default(false),
-    username: z.string().nonempty({
-        message: t('globals.messages.required')
-    }),
+    username: z.string().default(''),
     host: z.string().nonempty({
         message: t('globals.messages.required')
     }),
@@ -17,9 +15,7 @@ export const createFormSchema = (t) => z.object({
         .min(1, { message: t('validation.minmaxNumber', { min: 1, max: 65535 }) })
         .max(65535, { message: t('validation.minmaxNumber', { min: 1, max: 65535 }) })
         .default(587),
-    password: z.string().nonempty({
-        message: t('globals.messages.required')
-    }),
+    password: z.string().default(''),
     max_conns: z
         .number({
             invalid_type_error: t('globals.messages.mustBeNumber'),
@@ -54,4 +50,11 @@ export const createFormSchema = (t) => z.object({
     hello_hostname: z.string().optional(),
     tls_type: z.enum(['none', 'starttls', 'tls']),
     tls_skip_verify: z.boolean().optional(),
+}).superRefine((smtp, ctx) => {
+    if (smtp.auth_protocol === 'none') return
+    for (const field of ['username', 'password']) {
+        if (!smtp[field]) {
+            ctx.addIssue({ code: 'custom', path: [field], message: t('globals.messages.required') })
+        }
+    }
 });
diff --git a/frontend/apps/main/src/features/admin/notification/formSchema.test.js b/frontend/apps/main/src/features/admin/notification/formSchema.test.js
index 105ee55c..2ef0fe01 100644
--- a/frontend/apps/main/src/features/admin/notification/formSchema.test.js
+++ b/frontend/apps/main/src/features/admin/notification/formSchema.test.js
@@ -161,6 +161,28 @@ describe('Notification Form Schema', () => {
         }
     })
 
+    test('unauthenticated SMTP accepts empty and omitted credentials', () => {
+        for (const credential of ['', undefined]) {
+            expect(() => schema.parse({
+                ...validForm, auth_protocol: 'none', username: credential, password: credential
+            })).not.toThrow()
+        }
+    })
+
+    test('authenticated SMTP requires both credentials', () => {
+        for (const auth_protocol of ['login', 'cram', 'plain']) {
+            for (const field of ['username', 'password']) {
+                for (const credential of ['', undefined]) {
+                    const result = schema.safeParse({ ...validForm, auth_protocol, [field]: credential })
+                    expect(result.success).toBe(false)
+                    expect(result.error.issues).toEqual(expect.arrayContaining([
+                        expect.objectContaining({ path: [field] })
+                    ]))
+                }
+            }
+        }
+    })
+
     test('tls_type missing', () => {
         const { tls_type, ...form } = validForm
         expect(() => schema.parse(form)).toThrow()
diff --git a/frontend/apps/main/src/features/admin/templates/TemplateForm.vue b/frontend/apps/main/src/features/admin/templates/TemplateForm.vue
index dce87c04..b737419b 100644
--- a/frontend/apps/main/src/features/admin/templates/TemplateForm.vue
+++ b/frontend/apps/main/src/features/admin/templates/TemplateForm.vue
@@ -55,7 +55,7 @@
     <div class="flex gap-2">
       <Button type="submit" :isLoading="isLoading"> {{ submitLabel }} </Button>
       <Button
-        v-if="initialValues?.is_builtin && defaultBody"
+        v-if="(isOutgoingTemplate || initialValues?.is_builtin) && defaultBody"
         type="button"
         variant="outline"
         :disabled="isLoading"
@@ -88,7 +88,7 @@ import CodeEditor from '@main/components/editor/CodeEditor.vue'
 import { Checkbox } from '@shared-ui/components/ui/checkbox/index.js'
 import { Label } from '@shared-ui/components/ui/label/index.js'
 import { useI18n } from 'vue-i18n'
-import { BUILT_IN_TEMPLATE_BODIES } from './defaults.js'
+import { BUILT_IN_TEMPLATE_BODIES, DEFAULT_OUTGOING_TEMPLATE_BODY } from './defaults.js'
 
 const props = defineProps({
   initialValues: {
@@ -133,6 +133,7 @@ const hideSubject = computed(() => {
 })
 
 const defaultBody = computed(() => {
+  if (isOutgoingTemplate.value) return DEFAULT_OUTGOING_TEMPLATE_BODY
   return BUILT_IN_TEMPLATE_BODIES[props.initialValues?.name]
 })
 
diff --git a/frontend/apps/main/src/features/admin/templates/defaults.js b/frontend/apps/main/src/features/admin/templates/defaults.js
index a8d73960..8ae1fa41 100644
--- a/frontend/apps/main/src/features/admin/templates/defaults.js
+++ b/frontend/apps/main/src/features/admin/templates/defaults.js
@@ -1,3 +1,45 @@
+export const DEFAULT_OUTGOING_TEMPLATE_BODY = `<!doctype html>
+<html lang="en">
+<head>
+  <meta charset="utf-8">
+  <meta name="viewport" content="width=device-width, initial-scale=1">
+  <style>
+    img { max-width: 100%; height: auto; }
+    a { color: #0055d4; }
+    pre { white-space: pre-wrap; overflow-wrap: anywhere; background-color: #f4f4f4; padding: 12px; }
+    @media screen and (max-width: 600px) {
+      .email-container { padding: 16px 8px !important; }
+      .email-card { padding: 24px 20px !important; }
+    }
+  </style>
+</head>
+<body style="margin: 0; background-color: #f0f1f3; font-family: 'Helvetica Neue', 'Segoe UI', Helvetica, Arial, sans-serif; font-size: 15px; line-height: 26px; color: #444;">
+  <div class="email-container" style="padding: 32px 16px;">
+    <div class="email-card" style="max-width: 525px; margin: 0 auto; padding: 32px; background-color: #fff; border-radius: 5px; overflow-wrap: anywhere;">
+      {{/* Optional logo. Replace the image URL and alt text, or remove this div. */}}
+      <div style="margin-bottom: 28px;">
+        <img src="https://libredesk.io/logo.png" alt="libredesk" width="150" style="display: block; width: 150px; max-width: 100%; height: auto; border: 0;">
+      </div>
+
+      {{/* Uses the recipient's first name when available, otherwise displays Hi. */}}
+      <p style="margin: 0 0 20px;">Hi{{ if .Recipient.FirstName }} {{ .Recipient.FirstName }}{{ end }},</p>
+
+      {{/* Required reply content. Keep the following template call exactly once. */}}
+      {{ template "content" . }}
+
+      {{/* Displays the signature when the author's first name is available. */}}
+      {{ if .Author.FirstName }}
+      <p style="margin: 24px 0 0;">
+        Best regards,<br>
+        {{ .Author.FirstName }}
+      </p>
+      {{ end }}
+
+    </div>
+  </div>
+</body>
+</html>`
+
 export const BUILT_IN_TEMPLATE_BODIES = {
   'Conversation assigned': `<p>Hi {{ .Recipient.FirstName }},</p>
 
diff --git a/frontend/apps/main/src/features/conversation/ReplyBox.vue b/frontend/apps/main/src/features/conversation/ReplyBox.vue
index a4624a4d..9f2373a4 100644
--- a/frontend/apps/main/src/features/conversation/ReplyBox.vue
+++ b/frontend/apps/main/src/features/conversation/ReplyBox.vue
@@ -184,6 +184,7 @@
 
 <script setup>
 import { ref, watch, computed, toRaw, nextTick, onMounted, onUnmounted } from 'vue'
+import { useStorage } from '@vueuse/core'
 import { handleHTTPError } from '@shared-ui/utils/http.js'
 import { getTextFromHTML } from '@shared-ui/utils/string'
 import { EMITTER_EVENTS } from '@main/constants/emitterEvents.js'
@@ -337,7 +338,7 @@ const {
 
 // Rest of existing state
 const isEditorFullscreen = ref(false)
-const isMinimized = ref(false)
+const isMinimized = useStorage('replyBoxMinimized', false)
 const isSending = ref(false)
 const isGenerating = ref(false)
 const to = ref('')
diff --git a/frontend/apps/main/src/router/index.js b/frontend/apps/main/src/router/index.js
index 4b28f011..e7d4d2f2 100644
--- a/frontend/apps/main/src/router/index.js
+++ b/frontend/apps/main/src/router/index.js
@@ -696,6 +696,23 @@ const router = createRouter({
   routes: routes
 })
 
+const preloadErrors = new WeakSet()
+const reloadKey = 'libredesk:preload-reload'
+
+window.addEventListener('vite:preloadError', (event) => {
+  preloadErrors.add(event.payload)
+})
+
+router.onError((error, to) => {
+  if (!preloadErrors.has(error) || sessionStorage.getItem(reloadKey) === to.fullPath) return
+  sessionStorage.setItem(reloadKey, to.fullPath)
+  window.location.assign(to.fullPath)
+})
+
+router.afterEach((to, from, failure) => {
+  if (!failure) sessionStorage.removeItem(reloadKey)
+})
+
 router.beforeEach((to, from, next) => {
   // Cancel in-flight requests.
   if (to.fullPath !== from.fullPath) {
diff --git a/frontend/apps/widget/src/components/MessageAttachment.vue b/frontend/apps/widget/src/components/MessageAttachment.vue
index f65de1fe..9f1fd0b0 100644
--- a/frontend/apps/widget/src/components/MessageAttachment.vue
+++ b/frontend/apps/widget/src/components/MessageAttachment.vue
@@ -5,18 +5,16 @@
       :key="attachment.uuid"
       class="flex items-center cursor-pointer"
     > 
-      <!-- Image preview -->
       <div v-if="isImage(attachment)" class="relative">
         <img
           :src="getThumbnailUrl(attachment)"
           :alt="attachment.name"
           class="max-w-48 max-h-32 rounded-md object-cover"
-          @error="fallbackToOriginal($event, attachment.url)"
+          @error="failedThumbnails.add(attachment.uuid)"
           @click="openImage(attachment.url)"
         />
       </div>
 
-      <!-- File attachment -->
       <div
         v-else
         class="flex items-center gap-2 p-2 bg-muted rounded-md border border-border hover:bg-muted/80 transition-colors"
@@ -35,6 +33,7 @@
 </template>
 
 <script setup>
+import { ref } from 'vue'
 import { File } from 'lucide-vue-next';
 import { formatBytes, getThumbFilepath } from '@shared-ui/utils/file';
 defineProps({
@@ -44,21 +43,17 @@ defineProps({
   }
 })
 
+const failedThumbnails = ref(new Set())
+
 const isImage = (attachment) => {
   return attachment.content_type && attachment.content_type.startsWith('image/')
 }
 
 const getThumbnailUrl = (attachment) => {
-  if (!isImage(attachment)) return attachment.url
+  if (!isImage(attachment) || failedThumbnails.value.has(attachment.uuid)) return attachment.url
   return attachment.thumbnail_url || getThumbFilepath(attachment.url)
 }
 
-const fallbackToOriginal = (event, originalUrl) => {
-  if (event.target.dataset.originalFallback) return
-  event.target.dataset.originalFallback = 'true'
-  event.target.src = originalUrl
-}
-
 const openImage = (url) => {
   window.open(url, '_blank', 'noopener,noreferrer')
 }
diff --git a/frontend/apps/widget/src/composables/useReplyPreviews.js b/frontend/apps/widget/src/composables/useReplyPreviews.js
index 08fdb2ed..7bfc8fad 100644
--- a/frontend/apps/widget/src/composables/useReplyPreviews.js
+++ b/frontend/apps/widget/src/composables/useReplyPreviews.js
@@ -56,6 +56,8 @@ export function useReplyPreviews() {
           identity: String(user.userID || 'visitor'),
           previews,
           labels: {
+            openChat: t('globals.messages.openChat'),
+            closeChat: t('globals.messages.closeChat'),
             dismiss: t('globals.terms.dismiss'),
             dismissAll: t('widget.dismissPreviews'),
             open: t('globals.messages.openConversation')
diff --git a/frontend/cypress/e2e/adminFlows.cy.js b/frontend/cypress/e2e/adminFlows.cy.js
index 252aea1a..05a4c98e 100644
--- a/frontend/cypress/e2e/adminFlows.cy.js
+++ b/frontend/cypress/e2e/adminFlows.cy.js
@@ -158,3 +158,30 @@ describe('Admin setup and outgoing conversation', () => {
     }
   })
 })
+
+describe('Recovering a stale route after deployment', () => {
+  it('reloads a missing route chunk once and opens the requested page', () => {
+    let loads = 0
+    cy.login()
+    cy.viewport(1280, 800)
+    cy.on('window:before:load', () => { loads++ })
+    cy.on('uncaught:exception', (error) => {
+      if (error.message.includes('Failed to fetch dynamically imported module:') &&
+          error.message.includes('/assets/WebhookList-')) return false
+    })
+    cy.intercept({ method: 'GET', url: '**/assets/WebhookList-*.js', times: 1 }, {
+      statusCode: 404, body: '', headers: { 'content-type': 'text/javascript' }
+    }).as('missingRouteChunk')
+    cy.visit('/admin/conversations/tags')
+    cy.contains('button', /^Integrations$/).click()
+    cy.get('a[href="/admin/webhooks"]').first().scrollIntoView()
+    cy.get('a[href="/admin/webhooks"]').first().click()
+    cy.wait('@missingRouteChunk').its('response.statusCode').should('eq', 404)
+    cy.location('pathname').should('eq', '/admin/webhooks')
+    cy.contains('button', 'New webhook').should('be.visible')
+    cy.window().should((win) => {
+      expect(loads).to.eq(2)
+      expect(win.sessionStorage.getItem('libredesk:preload-reload')).to.eq(null)
+    })
+  })
+})
diff --git a/frontend/cypress/e2e/api/templates.cy.js b/frontend/cypress/e2e/api/templates.cy.js
index 5f54a2fc..9eb91ebc 100644
--- a/frontend/cypress/e2e/api/templates.cy.js
+++ b/frontend/cypress/e2e/api/templates.cy.js
@@ -1,6 +1,7 @@
 describe('API: templates', () => {
   const stamp = Date.now()
   const name = `api-template-${stamp}`
+  const reply = '{{ template "content" . }}'
   let templateId
 
   before(() => cy.login())
@@ -64,12 +65,22 @@ describe('API: templates', () => {
     })
   })
 
+  it('rejects an outgoing template without the reply block', () => {
+    cy.api('POST', '/api/v1/templates', {
+      name: `${name}-noreply`, type: 'email_outgoing', body: '<p>no reply</p>'
+    }, { failOnStatusCode: false }).then(({ status, body }) => {
+      expect(status).to.eq(400)
+      expect(body.error_type).to.eq('InputException')
+      expect(body.message).to.contain('{{ template "content" . }}')
+    })
+  })
+
   it('creates a template and persists every field', () => {
     cy.api('POST', '/api/v1/templates', {
       name,
       type: 'email_outgoing',
       subject: 'Api subject',
-      body: '<p>api body</p>',
+      body: `<p>api body</p>${reply}`,
       is_default: false
     }).then(({ status, body }) => {
       expect(status).to.eq(200)
@@ -79,7 +90,7 @@ describe('API: templates', () => {
       expect(body.data.name).to.eq(name)
       expect(body.data.type).to.eq('email_outgoing')
       expect(body.data.subject).to.eq('Api subject')
-      expect(body.data.body).to.eq('<p>api body</p>')
+      expect(body.data.body).to.eq(`<p>api body</p>${reply}`)
       expect(body.data.is_default).to.eq(false)
       expect(body.data.is_builtin).to.eq(false)
     })
@@ -113,14 +124,14 @@ describe('API: templates', () => {
       name: `${name}-renamed`,
       type: 'email_outgoing',
       subject: 'Api subject updated',
-      body: '<p>updated</p>',
+      body: `<p>updated</p>${reply}`,
       is_default: false
     }).its('status').should('eq', 200)
 
     cy.api('GET', `/api/v1/templates/${templateId}`).then(({ body }) => {
       expect(body.data.name).to.eq(`${name}-renamed`)
       expect(body.data.subject).to.eq('Api subject updated')
-      expect(body.data.body).to.eq('<p>updated</p>')
+      expect(body.data.body).to.eq(`<p>updated</p>${reply}`)
     })
   })
 
diff --git a/frontend/cypress/e2e/integration/livechat/embed.cy.js b/frontend/cypress/e2e/integration/livechat/embed.cy.js
index 267c2b28..94665e6f 100644
--- a/frontend/cypress/e2e/integration/livechat/embed.cy.js
+++ b/frontend/cypress/e2e/integration/livechat/embed.cy.js
@@ -19,6 +19,114 @@ describe('Live chat widget embedded on a host page', () => {
     })
   })
 
+  it('keeps the launcher usable by keyboard under host button styles', () => {
+    cy.createLivechatInbox(embedConfig()).then((inbox) => {
+      cy.visitWidgetHost(inbox.uuid)
+      cy.document().then((doc) => {
+        const style = doc.createElement('style')
+        style.textContent = 'button { margin: 30px; padding: 40px; min-width: 280px; background-image: linear-gradient(black, white); border: 10px solid black; }'
+        doc.head.appendChild(style)
+      })
+      cy.widgetLauncher().should('be.visible').and('have.prop', 'tagName', 'BUTTON')
+        .and('have.attr', 'type', 'button')
+        .and('have.attr', 'aria-expanded', 'false')
+        .and('have.attr', 'aria-label', 'Open chat')
+      cy.widgetLauncher().then(($button) => {
+        const button = $button[0]
+        const style = button.ownerDocument.defaultView.getComputedStyle(button)
+        expect(button.getBoundingClientRect().width).to.eq(60)
+        expect(button.getBoundingClientRect().height).to.eq(60)
+        expect(style.margin).to.eq('0px')
+        expect(style.backgroundImage).to.eq('none')
+      })
+      cy.viewport(390, 844)
+      cy.widgetLauncher().focus()
+      cy.widgetLauncher().type('{enter}')
+      cy.widgetLauncher().should('have.attr', 'aria-expanded', 'true')
+        .and('have.attr', 'aria-label', 'Close chat')
+      cy.widgetBody().find('button[aria-label="Close chat"]').focus()
+      cy.widgetBody().find('button[aria-label="Close chat"]').click()
+      cy.widgetLauncher().should('be.focused').and('have.attr', 'aria-expanded', 'false')
+      cy.viewport(1000, 660)
+      cy.widgetLauncher().type(' ')
+      cy.get('iframe[src*="/widget?inbox_id="]').should('be.visible')
+      cy.widgetLauncher().focus()
+      cy.widgetLauncher().type(' ')
+      cy.get('iframe[src*="/widget?inbox_id="]').should('not.be.visible')
+    })
+  })
+
+  it('keeps the original image visible after a missing thumbnail and reconnect', () => {
+    cy.createLivechatInbox(embedConfig({ features: { file_upload: true } })).then((inbox) => {
+      cy.intercept('GET', '**/uploads/thumb_*', { statusCode: 404, body: '' }).as('missingThumbnail')
+      cy.intercept('GET', '**/api/v1/widget/chat/conversations/*').as('openedConversation')
+      cy.visitWidgetHost(inbox.uuid)
+      cy.widgetLauncher().click()
+      cy.widgetBody().contains(startButtonText).click()
+      cy.widgetSend('Image fallback conversation')
+      cy.wait('@openedConversation')
+      cy.widgetBody().find('input[type="file"]').selectFile('../static/public/launcher-logo.png', { force: true })
+      cy.wait('@missingThumbnail')
+      const image = () => cy.widgetBody().find('[data-message-uuid] img[alt="launcher-logo.png"]')
+      image().should(($image) => {
+        expect($image[0].naturalWidth).to.be.greaterThan(0)
+        expect($image.attr('src')).not.to.include('/thumb_')
+      })
+      let originalImage
+      image().then(($image) => { originalImage = $image[0] })
+      cy.intercept('GET', '**/api/v1/widget/chat/conversations/*', (req) => {
+        req.continue((res) => {
+          for (const message of res.body.data.messages) {
+            for (const attachment of message.attachments || []) {
+              if (attachment.name !== 'launcher-logo.png') continue
+              const thumbnail = new URL(attachment.thumbnail_url)
+              thumbnail.searchParams.set('refresh', '1')
+              attachment.thumbnail_url = thumbnail.href
+            }
+          }
+        })
+      }).as('recoveredConversation')
+      cy.window().then((win) => {
+        const frame = win.Libredesk.iframe.contentWindow
+        frame.dispatchEvent(new frame.Event('online'))
+      })
+      cy.wait('@recoveredConversation').its('response.statusCode').should('eq', 200)
+      image().should(($image) => {
+        expect($image[0]).to.eq(originalImage)
+        expect($image[0].naturalWidth).to.be.greaterThan(0)
+        expect($image.attr('src')).not.to.include('/thumb_')
+      })
+    })
+  })
+
+  for (const rating of [0, 5]) {
+    it(`shows submitted CSAT feedback live in the agent view with rating ${rating}`, () => {
+      const feedback = `Live customer feedback ${rating} ${Date.now()}`
+      let inbox
+      let session
+      let originalDocument
+      cy.createLivechatInbox({}, { csat_enabled: true }).then((created) => { inbox = created })
+      cy.then(() => cy.widgetInit(inbox.uuid)).then((created) => { session = created })
+      cy.then(() => cy.visit(`/inboxes/all/conversation/${session.conversationUuid}`))
+      cy.document().then((doc) => { originalDocument = doc })
+      cy.then(() => cy.api('PUT', `/api/v1/conversations/${session.conversationUuid}/status`, {
+        status: 'Resolved'
+      })).its('status').should('eq', 200)
+      cy.contains('[data-message-uuid]', 'Awaiting Response', { timeout: 20000 }).should('be.visible')
+      cy.then(() => cy.widgetApi('GET', `/api/v1/widget/chat/conversations/${session.conversationUuid}`,
+        session.sessionToken, inbox.uuid)).then(({ body }) => {
+        const survey = body.data.messages.find((message) => message.meta?.is_csat)
+        expect(survey?.meta.csat_uuid).to.be.a('string')
+        cy.request('POST', `/api/v1/csat/${survey.meta.csat_uuid}/response`, { rating, feedback })
+          .its('status').should('eq', 200)
+        cy.get(`[data-message-uuid="${survey.uuid}"]`).should('contain.text', feedback)
+          .and('not.contain.text', 'Awaiting Response')
+        if (rating) cy.get(`[data-message-uuid="${survey.uuid}"]`).should('contain.text', '5/5')
+      })
+      cy.document().should((doc) => { expect(doc).to.eq(originalDocument) })
+    })
+  }
+
   it('moves the launcher when the inbox launcher position changes', () => {
     cy.createLivechatInbox(
       embedConfig({ launcher: { position: 'right', spacing: { side: 20, bottom: 20 } } })
diff --git a/frontend/cypress/e2e/ui/conversationLifecycle.cy.js b/frontend/cypress/e2e/ui/conversationLifecycle.cy.js
index a22d88d4..4e0e39da 100644
--- a/frontend/cypress/e2e/ui/conversationLifecycle.cy.js
+++ b/frontend/cypress/e2e/ui/conversationLifecycle.cy.js
@@ -169,6 +169,9 @@ describe('Conversation lifecycle', () => {
   beforeEach(() => {
     cy.viewport(1440, 900) // desktop layout: list, conversation and sidebar all on screen
     cy.login()
+    for (const uuid of [conversationUuid, ccConversationUuid]) {
+      cy.api('DELETE', `/api/v1/conversations/${uuid}/draft?type=reply`)
+    }
   })
 
   it('opens the conversation from the inbox list', () => {
@@ -346,7 +349,199 @@ describe('Conversation lifecycle', () => {
     expectSentRecipients(ccConversationUuid, { cc: [], bcc: [] })
   })
 
-  it('sends only what each conversation shows after switching between them', () => {
+  for (const field of ['CC', 'BCC']) {
+    it(`keeps ${field} open and focused while replacing an address`, () => {
+      openConversation(ccConversationUuid)
+      cy.get('.tiptap.ProseMirror[contenteditable="true"]').should('be.focused')
+      if (field === 'BCC') {
+        cy.contains('button', /^BCC$/).click()
+        recipientRow(/^BCC$/).find('input').type(bccAddress)
+      }
+      recipientRow(new RegExp(`^${field}$`)).find('input').clear()
+      recipientRow(new RegExp(`^${field}$`)).find('input')
+        .should('be.focused').and('have.value', '')
+        .type('replacement@example.com')
+      recipientRow(new RegExp(`^${field}$`)).find('input')
+        .should('have.value', 'replacement@example.com')
+    })
+  }
+
+  for (const copies of [
+    { name: 'without copies', cc: '', bcc: '' },
+    { name: 'with CC', cc: 'draft.copy@example.com', bcc: '' },
+    { name: 'with BCC', cc: '', bcc: bccAddress },
+    { name: 'with CC and BCC', cc: 'draft.copy@example.com', bcc: bccAddress }
+  ]) {
+    it(`preserves a minimized reply through reload and send ${copies.name}`, () => {
+      const content = `Minimized reply ${copies.name} ${stamp}`
+      const sender = `lifecycle+${stamp}@cypress.test`
+      const contactEmail = `minimized.${copies.name.toLowerCase().replaceAll(' ', '.')}.${stamp}@example.com`
+      const to = [contactEmail, 'second.recipient@example.com']
+      const uploads = []
+      let uuid
+      cy.api('POST', '/api/v1/conversations', {
+        inbox_id: inboxId, contact_email: contactEmail, first_name: 'Minimize', subject: content,
+        content: '<p>Minimize test conversation.</p>', initiator: 'contact'
+      }).then(({ body }) => {
+        uuid = body.data.uuid
+        cy.api('POST', `/api/v1/conversations/${uuid}/messages`, {
+          sender_type: 'agent', private: false, message: '<p>Previous reply.</p>',
+          to, cc: copies.cc ? [copies.cc] : [], bcc: copies.bcc ? [copies.bcc] : [],
+          send_from: sender
+        }).its('status').should('eq', 200)
+        cy.api('POST', `/api/v1/conversations/${uuid}/draft`, {
+          type: 'reply', content: `<p>${content}</p>`, meta: {}
+        }).its('status').should('eq', 200)
+        openConversation(uuid)
+      })
+      cy.get('.tiptap.ProseMirror').should('contain.text', content)
+      cy.intercept('POST', '**/api/v1/media').as('replyUpload')
+      cy.intercept('POST', '**/conversations/*/draft', (req) => {
+        if (req.body.meta?.attachments?.length === 2) req.alias = 'savedMinimizedDraft'
+      })
+      cy.get('input[type="file"]').first().selectFile([
+        { contents: Cypress.Buffer.from('Reply attachment'), fileName: 'reply-draft.txt', mimeType: 'text/plain' },
+        {
+          contents: Cypress.Buffer.from('iVBORw0KGgoAAAANSUhEUgAAAAEAAAABCAQAAAC1HAwCAAAAC0lEQVR42mP8/x8AAwMCAO+jBz0AAAAASUVORK5CYII=', 'base64'),
+          fileName: 'reply-image.png', mimeType: 'image/png'
+        }
+      ], { force: true })
+      for (let index = 0; index < 2; index++) {
+        cy.wait('@replyUpload').then(({ response }) => {
+          expect(response.statusCode).to.eq(200)
+          uploads.push(response.body.data)
+        })
+      }
+      cy.wait('@savedMinimizedDraft').its('response.statusCode').should('eq', 200)
+      const checkDraft = () => {
+        cy.get('.tiptap.ProseMirror').should('contain.text', content)
+        recipientRow(/^To$/).find('input').should('have.value', to.join(', '))
+        for (const field of ['cc', 'bcc']) {
+          if (field === 'cc' && copies[field]) recipientRow(new RegExp(`^${field.toUpperCase()}$`)).find('input').should('have.value', copies[field])
+          else cy.contains('label', new RegExp(`^${field.toUpperCase()}$`)).should('not.exist')
+        }
+        cy.contains('reply-draft.txt').should('be.visible')
+        cy.contains('reply-image.png').should('be.visible')
+      }
+      checkDraft()
+      cy.get('.box button[aria-label="Collapse"]').click()
+      cy.window().its('localStorage').invoke('getItem', 'replyBoxMinimized').should('eq', 'true')
+      cy.reload()
+      cy.wait('@loadMessages')
+      cy.contains('button', content).should('be.visible')
+      cy.get('.tiptap.ProseMirror').should('not.exist')
+      cy.contains('button', content).click()
+      checkDraft()
+      cy.window().its('localStorage').invoke('getItem', 'replyBoxMinimized').should('eq', 'false')
+      cy.get('.box button[aria-label="Collapse"]').next('button').click()
+      cy.get('[role="dialog"]').should('be.visible')
+      checkDraft()
+      cy.get('[role="dialog"]').trigger('keydown', { key: 'Escape' })
+      cy.get('[role="dialog"]').should('not.exist')
+      cy.reload()
+      cy.wait('@loadMessages')
+      checkDraft()
+      if (copies.bcc) {
+        cy.contains('button', /^BCC$/).click()
+        recipientRow(/^BCC$/).find('input').type(copies.bcc)
+        cy.get('.box button[aria-label="Collapse"]').click()
+        cy.contains('button', content).click()
+        recipientRow(/^BCC$/).find('input').should('have.value', copies.bcc)
+      }
+      cy.intercept('POST', '**/conversations/*/messages').as('sendMinimizedReply')
+      cy.contains('button', /^Send$/).click()
+      cy.wait('@sendMinimizedReply').then(({ request, response }) => {
+        expect(response.statusCode).to.eq(200)
+        expect(request.body.message).to.contain(content)
+        expect(request.body.send_from).to.eq(sender)
+        expect(request.body.to).to.deep.eq(to)
+        expect(request.body.cc).to.deep.eq(copies.cc ? [copies.cc] : [])
+        expect(request.body.bcc).to.deep.eq(copies.bcc ? [copies.bcc] : [])
+        expect(request.body.attachments).to.have.members(uploads.map((upload) => upload.id))
+        expect(request.body.private).to.eq(false)
+        cy.api('GET', `/api/v1/conversations/${uuid}/messages?page=1`).then(({ body }) => {
+          const message = body.data.results.find((message) => message.uuid === response.body.data.uuid)
+          expect(message.content).to.contain(content)
+          expect(message.meta.to).to.deep.eq(to)
+          expect(message.meta.cc || []).to.deep.eq(copies.cc ? [copies.cc] : [])
+          expect(message.meta.bcc || []).to.deep.eq(copies.bcc ? [copies.bcc] : [])
+          expect(message.meta.send_from).to.eq(sender)
+          expect(message.attachments.map((attachment) => attachment.uuid)).to.have.members(uploads.map((upload) => upload.uuid))
+        })
+      })
+      cy.get('.tiptap.ProseMirror').should('have.text', '')
+    })
+  }
+
+  it('restores reply content with conversation recipients after reload and a failed send', () => {
+    const sender = 'billing@example.com'
+    const extraRecipient = 'draft.recipient@example.com'
+    const copy = 'draft.copy@example.com'
+    const content = `Reply draft ${stamp}`
+    const update = `Another agent replied ${stamp}`
+    cy.intercept('GET', `**/api/v1/conversations/${ccConversationUuid}`, (req) => {
+      req.continue((res) => {
+        res.body.data.inbox_aliases = [{ email: sender, verification_status: 'verified' }]
+      })
+    })
+    cy.intercept('POST', `**/conversations/${ccConversationUuid}/draft`, (req) => {
+      if (req.body.content?.includes(content)) req.alias = 'savedReplyDraft'
+    })
+    openConversation(ccConversationUuid)
+    recipientRow(/^From$/).find('[role="combobox"]').click()
+    cy.contains('[role="option"]', sender).trigger('keydown', { key: 'Enter' })
+    recipientRow(/^To$/).find('input').clear()
+    recipientRow(/^To$/).find('input').type(`${ccCustomerEmail}, ${extraRecipient}`)
+    recipientRow(/^CC$/).find('input').clear()
+    recipientRow(/^CC$/).find('input').type(copy)
+    cy.contains('button', /^BCC$/).click()
+    recipientRow(/^BCC$/).find('input').type(bccAddress)
+    cy.get('.tiptap.ProseMirror').first().type(content)
+    cy.wait('@savedReplyDraft').then(({ request, response }) => {
+      expect(response.statusCode).to.eq(200)
+      expect(request.body.meta).not.to.have.property('recipients')
+    })
+
+    const checkDraft = () => {
+      recipientRow(/^From$/).find('[role="combobox"]').should('contain.text', `lifecycle+${stamp}@cypress.test`)
+      recipientRow(/^To$/).find('input').should('have.value', ccCustomerEmail)
+      recipientRow(/^CC$/).find('input').should('have.value', ccAddress)
+      cy.contains('label', /^BCC$/).should('not.exist')
+      cy.get('.tiptap.ProseMirror').first().should('contain.text', content)
+    }
+    cy.reload()
+    cy.wait('@loadMessages')
+    checkDraft()
+    cy.api('POST', `/api/v1/conversations/${ccConversationUuid}/messages`, {
+      sender_type: 'agent', private: false, message: `<p>${update}</p>`,
+      to: [ccCustomerEmail], cc: [ccAddress], bcc: []
+    }).its('status').should('eq', 200)
+    cy.contains('[data-message-uuid]', update).should('be.visible')
+    checkDraft()
+
+    cy.intercept('POST', `**/conversations/${ccConversationUuid}/messages`, {
+      statusCode: 500, body: { status: 'error', message: 'Reply failed', error_type: 'GeneralException' }
+    }).as('failedReply')
+    cy.contains('button', /^Send$/).click()
+    cy.wait('@failedReply').its('response.statusCode').should('eq', 500)
+    cy.reload()
+    cy.wait('@loadMessages')
+    checkDraft()
+
+    captureSend()
+    cy.intercept('DELETE', `**/conversations/${ccConversationUuid}/draft*`).as('clearedReplyDraft')
+    cy.contains('button', /^Send$/).click()
+    cy.wait('@captureSend').then(({ request }) => {
+      expect(request.body.send_from).to.eq(`lifecycle+${stamp}@cypress.test`)
+      expect(request.body.to).to.deep.eq([ccCustomerEmail])
+      expect(request.body.cc).to.deep.eq([ccAddress])
+      expect(request.body.bcc).to.deep.eq([])
+    })
+    cy.wait('@clearedReplyDraft').its('response.statusCode').should('eq', 200)
+    cy.get('.tiptap.ProseMirror').first().should('have.text', '')
+  })
+
+  it('restores conversation recipients when switching between conversations', () => {
     captureSend()
     openConversation(ccConversationUuid)
     recipientRow(/^CC$/).find('button[aria-label="Remove CC"]').click()
diff --git a/frontend/cypress/e2e/ui/emailInboxForm.cy.js b/frontend/cypress/e2e/ui/emailInboxForm.cy.js
index 943680ef..323070af 100644
--- a/frontend/cypress/e2e/ui/emailInboxForm.cy.js
+++ b/frontend/cypress/e2e/ui/emailInboxForm.cy.js
@@ -140,6 +140,51 @@ describe('Email inbox form', () => {
     cy.contains('New support inbox').should('be.visible')
   })
 
+  for (const [protocol, value] of [
+    ['None', 'none'],
+    ['Login', 'login'],
+    ['CRAM', 'cram'],
+    ['Plain', 'plain']
+  ]) {
+    it(`validates and saves SMTP credentials with ${protocol} authentication`, () => {
+      openManualForm()
+      fillRequiredFields()
+      field('smtp.username').clear()
+      field('smtp.password').clear()
+      cy.toggleEmailInboxAdvanced('smtp')
+      cy.contains('label', 'Authentication Protocol').parent().find('[role="combobox"]').click()
+      cy.contains('[role="option"]', new RegExp(`^${protocol}$`)).click()
+      submit()
+      if (protocol === 'None') {
+        cy.wait('@createInbox').then(({ request }) => {
+          expect(request.body.config.smtp[0].auth_protocol).to.eq('none')
+          expect(request.body.config.smtp[0].username).to.eq('')
+          expect(request.body.config.smtp[0].password).to.eq('')
+        })
+      } else {
+        cy.get('@createInbox.all').should('have.length', 0)
+        field('smtp.username').parent().parent().should('contain.text', 'Required')
+        field('smtp.password').parent().parent().should('contain.text', 'Required')
+        field('smtp.username').type('support@example.com')
+        submit()
+        field('smtp.password').should('have.attr', 'aria-invalid', 'true')
+        cy.get('@createInbox.all').should('have.length', 0)
+        field('smtp.username').clear()
+        field('smtp.password').type('test-password')
+        submit()
+        field('smtp.username').should('have.attr', 'aria-invalid', 'true')
+        cy.get('@createInbox.all').should('have.length', 0)
+        field('smtp.username').type('support@example.com')
+        submit()
+        cy.wait('@createInbox').then(({ request }) => {
+          expect(request.body.config.smtp[0].auth_protocol).to.eq(value)
+          expect(request.body.config.smtp[0].username).to.eq('support@example.com')
+          expect(request.body.config.smtp[0].password).to.eq('test-password')
+        })
+      }
+    })
+  }
+
   it('loads saved fields once and saves values from closed sections', () => {
     cy.visit(editPath)
     field('name').should('have.value', 'Support')
diff --git a/frontend/cypress/e2e/ui/notificationSettingsForm.cy.js b/frontend/cypress/e2e/ui/notificationSettingsForm.cy.js
index 3c455330..8403f061 100644
--- a/frontend/cypress/e2e/ui/notificationSettingsForm.cy.js
+++ b/frontend/cypress/e2e/ui/notificationSettingsForm.cy.js
@@ -147,4 +147,58 @@ describe('Notification settings form', () => {
     cy.contains('p.text-destructive', 'Invalid duration format').should('exist')
     cy.get('@saveNotification.all').should('have.length', 0)
   })
+
+  for (const [protocol, value] of [
+    ['None', 'none'],
+    ['Login', 'login'],
+    ['CRAM-MD5', 'cram'],
+    ['Plain', 'plain']
+  ]) {
+    it(`validates and saves notification SMTP credentials with ${protocol} authentication`, () => {
+      cy.intercept('PUT', '**/api/v1/settings/notifications/email').as('saveNotification')
+      cy.visit(path)
+      cy.get('input[name="host"]').should('not.have.value', '')
+      cy.get('input[name="username"]').clear()
+      cy.get('input[name="password"]').clear()
+      cy.contains('label', 'Authentication Protocol').parent().find('[role="combobox"]').click()
+      cy.contains('[role="option"]', new RegExp(`^${protocol}$`)).click()
+      cy.get('button[type="submit"]').click()
+      if (protocol === 'None') {
+        cy.wait('@saveNotification').then(({ request, response }) => {
+          expect(response.statusCode).to.eq(200)
+          expect(request.body[`${prefix}auth_protocol`]).to.eq('none')
+          expect(request.body[`${prefix}username`]).to.eq('')
+          expect(request.body[`${prefix}password`]).to.eq('')
+        })
+      } else {
+        cy.get('@saveNotification.all').should('have.length', 0)
+        cy.get('input[name="username"]').parent().parent().should('contain.text', 'Required')
+        cy.get('input[name="password"]').parent().parent().should('contain.text', 'Required')
+        cy.get('input[name="username"]').type(seedUsername)
+        cy.get('button[type="submit"]').click()
+        cy.get('input[name="password"]').should('have.attr', 'aria-invalid', 'true')
+        cy.get('@saveNotification.all').should('have.length', 0)
+        cy.get('input[name="username"]').clear()
+        cy.get('input[name="password"]').type('test-password')
+        cy.get('button[type="submit"]').click()
+        cy.get('input[name="username"]').should('have.attr', 'aria-invalid', 'true')
+        cy.get('@saveNotification.all').should('have.length', 0)
+        cy.get('input[name="username"]').type(seedUsername)
+        cy.get('button[type="submit"]').click()
+        cy.wait('@saveNotification').then(({ request, response }) => {
+          expect(response.statusCode).to.eq(200)
+          expect(request.body[`${prefix}auth_protocol`]).to.eq(value)
+          expect(request.body[`${prefix}username`]).to.eq(seedUsername)
+          expect(request.body[`${prefix}password`]).to.eq('test-password')
+        })
+        cy.reload()
+        cy.contains('label', 'Authentication Protocol')
+          .parent()
+          .find('[role="combobox"]')
+          .should('contain.text', protocol)
+        cy.get('input[name="username"]').should('have.value', seedUsername)
+        cy.get('input[name="password"]').should('have.value', maskedPassword)
+      }
+    })
+  }
 })
diff --git a/frontend/cypress/e2e/ui/templateForm.cy.js b/frontend/cypress/e2e/ui/templateForm.cy.js
index 74e17b99..b22cb330 100644
--- a/frontend/cypress/e2e/ui/templateForm.cy.js
+++ b/frontend/cypress/e2e/ui/templateForm.cy.js
@@ -3,8 +3,8 @@
 const stamp = Date.now()
 const templateName = `Cypress Template ${stamp}`
 const renamedTemplate = `Cypress Template ${stamp} edited`
-const templateBody = `Cypress template body ${stamp}`
-const updatedBody = `Cypress template body ${stamp} edited`
+const templateBody = `Cypress template body ${stamp} {{ template "content" . }}`
+const updatedBody = `Cypress template body ${stamp} edited {{ template "content" . }}`
 const listPath = '/admin/templates'
 
 const filterList = (text) => cy.get('input[placeholder="Search"]').clear().type(text)
diff --git a/frontend/cypress/support/commands.js b/frontend/cypress/support/commands.js
index 7281b68d..1c56b5d9 100644
--- a/frontend/cypress/support/commands.js
+++ b/frontend/cypress/support/commands.js
@@ -45,6 +45,7 @@ Cypress.Commands.add('login', () => {
       }
     }
   )
+  cy.clearLocalStorage('replyBoxMinimized')
 })
 
 Cypress.Commands.add('setEmailInboxSection', (section, open) => {
diff --git a/i18n/en-US.json b/i18n/en-US.json
index cc3ee388..bc272159 100644
--- a/i18n/en-US.json
+++ b/i18n/en-US.json
@@ -1711,9 +1711,10 @@
   "team.edit": "Edit team",
   "team.new": "New team",
   "template.cannotDeleteBuiltInTemplate": "Cannot delete built-in template",
-  "template.defaultTemplateAlreadyExists": "Default template already exists",
+  "template.defaultTemplateAlreadyExists": "Another outgoing email template is already the default. Clear its default setting before choosing this template.",
   "template.deletionConfirmation": "This action cannot be undone. This will permanently delete this template.",
   "template.edit": "Edit template",
+  "template.invalidOutgoingTemplate": "This email template cannot deliver replies. Check the syntax and include {content}.",
   "toast.apiKeyGenerated": "API key generated",
   "toast.authorizationDenied": "Authorization denied",
   "toast.avatarUpdated": "Avatar updated successfully",
diff --git a/internal/conversation/conversation.go b/internal/conversation/conversation.go
index 3a4ef8d2..b5f3121d 100644
--- a/internal/conversation/conversation.go
+++ b/internal/conversation/conversation.go
@@ -226,6 +226,7 @@ type settingsStore interface {
 type csatStore interface {
 	Create(conversationID int) (csatModels.CSATResponse, error)
 	Get(uuid string) (csatModels.CSATResponse, error)
+	UpdateResponse(uuid string, score int, feedback string, meta json.RawMessage) error
 	MakePublicURL(appBaseURL, uuid string) string
 }
 
@@ -386,6 +387,7 @@ type queries struct {
 
 	// Message queries.
 	GetMessage                         *sqlx.Stmt `query:"get-message"`
+	GetCSATMessages                    *sqlx.Stmt `query:"get-csat-messages"`
 	GetMessages                        string     `query:"get-messages"`
 	GetContactUnreadPreviewMessages    *sqlx.Stmt `query:"get-contact-unread-preview-messages"`
 	GetOutgoingPendingMessages         *sqlx.Stmt `query:"get-outgoing-pending-messages"`
@@ -1960,6 +1962,23 @@ func (m *Manager) SendCSATReply(actorUserID int, conversation models.Conversatio
 	return nil
 }
 
+func (m *Manager) UpdateCSATResponse(uuid string, rating int, feedback string, meta json.RawMessage) error {
+	if err := m.csatStore.UpdateResponse(uuid, rating, feedback, meta); err != nil {
+		return err
+	}
+	var messages []models.Message
+	if err := m.q.GetCSATMessages.Select(&messages, uuid); err != nil {
+		m.lo.Error("error fetching CSAT messages for update", "csat_uuid", uuid, "error", err)
+		return nil
+	}
+	for _, message := range messages {
+		message.CensorCSATContentWithStatus(true /** csatSubmitted **/, uuid, rating, feedback)
+		message.StripCSATUUID()
+		m.BroadcastMessageUpdate(message.ConversationUUID, message.UUID, map[string]any{"meta": message.Meta})
+	}
+	return nil
+}
+
 // DeleteConversation deletes a conversation.
 func (m *Manager) DeleteConversation(uuid string) error {
 	res, err := m.q.DeleteConversation.Exec(uuid)
diff --git a/internal/conversation/conversation_test.go b/internal/conversation/conversation_test.go
index 4cf97d77..a373a01b 100644
--- a/internal/conversation/conversation_test.go
+++ b/internal/conversation/conversation_test.go
@@ -1,17 +1,100 @@
 package conversation
 
 import (
+	"encoding/json"
 	"fmt"
 	"testing"
 
 	am "github.com/abhinavxd/libredesk/internal/authz/models"
+	"github.com/abhinavxd/libredesk/internal/conversation/models"
+	"github.com/abhinavxd/libredesk/internal/csat"
 	"github.com/abhinavxd/libredesk/internal/dbutil"
 	tmodels "github.com/abhinavxd/libredesk/internal/team/models"
 	"github.com/abhinavxd/libredesk/internal/testutil"
 	umodels "github.com/abhinavxd/libredesk/internal/user/models"
+	"github.com/abhinavxd/libredesk/internal/ws"
+	wsmodels "github.com/abhinavxd/libredesk/internal/ws/models"
 	"github.com/zerodha/logf"
 )
 
+func TestCSATSubmissionBroadcastsSavedFeedback(t *testing.T) {
+	db := testutil.NewDB(t, "csat_live_update")
+	lo := logf.New(logf.Opts{})
+	lang := testutil.NewI18n(t)
+	csats, err := csat.New(csat.Opts{DB: db, Lo: &lo, I18n: lang})
+	if err != nil {
+		t.Fatal(err)
+	}
+	hub := ws.NewHub(&lo, nil /** userStore **/)
+	m := &Manager{lo: &lo, i18n: lang, csatStore: csats, wsHub: hub}
+	if err := dbutil.ScanSQLFile("queries.sql", &m.q, db, efs); err != nil {
+		t.Fatal(err)
+	}
+	var contactID, inboxID int
+	if err := db.Get(&contactID, `INSERT INTO users (type, first_name, last_name) VALUES ('contact', 'Customer', '') RETURNING id`); err != nil {
+		t.Fatal(err)
+	}
+	if err := db.Get(&inboxID, `INSERT INTO inboxes (name, channel) VALUES ('Chat', 'livechat') RETURNING id`); err != nil {
+		t.Fatal(err)
+	}
+	for _, rating := range []int{0, 5} {
+		t.Run(fmt.Sprint(rating), func(t *testing.T) {
+			var conv models.Conversation
+			if err := db.Get(&conv, `INSERT INTO conversations (contact_id, inbox_id, status_id)
+				VALUES ($1, $2, (SELECT id FROM conversation_statuses LIMIT 1)) RETURNING id, uuid`, contactID, inboxID); err != nil {
+				t.Fatal(err)
+			}
+			response, err := csats.Create(conv.ID)
+			if err != nil {
+				t.Fatal(err)
+			}
+			var messageUUID string
+			if err := db.Get(&messageUUID, `INSERT INTO conversation_messages (conversation_id, type, status, sender_id, sender_type, meta)
+				VALUES ($1, 'outgoing', 'sent', $2, 'agent', jsonb_build_object('is_csat', true, 'csat_uuid', $3::text)) RETURNING uuid`, conv.ID, contactID, response.UUID); err != nil {
+				t.Fatal(err)
+			}
+			client := &ws.Client{Send: make(chan wsmodels.WSMessage, 2)}
+			hub.SubscribeOpenConv(client, conv.UUID)
+			feedback := "Helpful support. Café 日本語."
+			if err := m.UpdateCSATResponse(response.UUID, rating, feedback, nil /** meta **/); err != nil {
+				t.Fatal(err)
+			}
+			select {
+			case update := <-client.Send:
+				var payload struct {
+					Type string `json:"type"`
+					Data struct {
+						UUID             string         `json:"uuid"`
+						ConversationUUID string         `json:"conversation_uuid"`
+						Meta             map[string]any `json:"meta"`
+					} `json:"data"`
+				}
+				if err := json.Unmarshal(update.Data, &payload); err != nil {
+					t.Fatal(err)
+				}
+				if payload.Type != wsmodels.MessageTypeMessageUpdate || payload.Data.UUID != messageUUID || payload.Data.ConversationUUID != conv.UUID {
+					t.Fatalf("wrong message update: %+v", payload)
+				}
+				meta := payload.Data.Meta
+				if meta["csat_submitted"] != true || meta["submitted_feedback"] != feedback || meta["csat_uuid"] != nil {
+					t.Fatalf("incorrect or exposed CSAT metadata: %+v", meta)
+				}
+				if rating > 0 && meta["submitted_rating"] != float64(rating) {
+					t.Fatalf("wrong rating: %+v", meta)
+				}
+			default:
+				t.Fatal("no live CSAT update")
+			}
+			if err := m.UpdateCSATResponse(response.UUID, 1 /** rating **/, "duplicate", nil /** meta **/); err == nil {
+				t.Fatal("duplicate response accepted")
+			}
+			if len(client.Send) != 0 {
+				t.Fatal("rejected response broadcast an update")
+			}
+		})
+	}
+}
+
 func TestPreviousConversationsRespectAccessBeforeLimit(t *testing.T) {
 	db := testutil.NewDB(t, "previous_access")
 	lo := logf.New(logf.Opts{})
diff --git a/internal/conversation/queries.sql b/internal/conversation/queries.sql
index d8354c88..4808f1f8 100644
--- a/internal/conversation/queries.sql
+++ b/internal/conversation/queries.sql
@@ -947,6 +947,13 @@ AND NOT EXISTS (
 )
 ORDER BY m.id
 
+-- name: get-csat-messages
+SELECT m.uuid, m.meta, c.uuid AS conversation_uuid
+FROM csat_responses r
+JOIN conversations c ON c.id = r.conversation_id
+JOIN conversation_messages m ON m.conversation_id = c.id
+WHERE r.uuid = $1 AND m.meta->>'csat_uuid' = r.uuid::text;
+
 -- name: get-message
 SELECT
     m.id,
diff --git a/internal/media/media_test.go b/internal/media/media_test.go
index 7600f41d..55549409 100644
--- a/internal/media/media_test.go
+++ b/internal/media/media_test.go
@@ -1,15 +1,77 @@
 package media
 
 import (
+	"errors"
 	"testing"
 
 	"github.com/abhinavxd/libredesk/internal/dbutil"
+	"github.com/abhinavxd/libredesk/internal/envelope"
 	"github.com/abhinavxd/libredesk/internal/media/models"
 	"github.com/abhinavxd/libredesk/internal/testutil"
 	"github.com/volatiletech/null/v9"
 	"github.com/zerodha/logf"
 )
 
+func TestDeletedMessageMediaUnavailable(t *testing.T) {
+	db := testutil.NewDB(t, "deleted_message_media")
+	lo := logf.New(logf.Opts{})
+	m := &Manager{lo: &lo, i18n: testutil.NewI18n(t), rootURL: func() string { return "https://support.example.com" }}
+	if err := dbutil.ScanSQLFile("queries.sql", &m.queries, db, efs); err != nil {
+		t.Fatal(err)
+	}
+	var contactID, inboxID, conversationID, messageID int
+	if err := db.Get(&contactID, `INSERT INTO users (type, first_name, last_name) VALUES ('contact', 'Customer', '') RETURNING id`); err != nil {
+		t.Fatal(err)
+	}
+	if err := db.Get(&inboxID, `INSERT INTO inboxes (name, channel) VALUES ('Chat', 'livechat') RETURNING id`); err != nil {
+		t.Fatal(err)
+	}
+	if err := db.Get(&conversationID, `INSERT INTO conversations (contact_id, inbox_id, status_id)
+		VALUES ($1, $2, (SELECT id FROM conversation_statuses LIMIT 1)) RETURNING id`, contactID, inboxID); err != nil {
+		t.Fatal(err)
+	}
+	if err := db.Get(&messageID, `INSERT INTO conversation_messages (conversation_id, type, status, sender_id, sender_type)
+		VALUES ($1, 'incoming', 'sent', $2, 'contact') RETURNING id`, conversationID, contactID); err != nil {
+		t.Fatal(err)
+	}
+	var attachments []models.Media
+	for _, modelID := range []null.Int{{}, null.IntFrom(0), null.IntFrom(messageID)} {
+		var med models.Media
+		if err := db.Get(&med, `INSERT INTO media (store, filename, content_type, content_id, size, model_type, model_id, private)
+			VALUES ('fs', 'receipt.png', 'image/png', '', 1, 'messages', $1, false) RETURNING id, uuid`, modelID); err != nil {
+			t.Fatal(err)
+		}
+		attachments = append(attachments, med)
+		if _, err := m.Get(med.ID, "" /** uuid **/); err != nil {
+			t.Fatal(err)
+		}
+		if _, err := m.Get(0 /** id **/, med.UUID); err != nil {
+			t.Fatal(err)
+		}
+	}
+	if _, err := db.Exec(`DELETE FROM users WHERE id = $1`, contactID); err != nil {
+		t.Fatal(err)
+	}
+	for i, med := range attachments {
+		for _, lookup := range []func() (models.Media, error){
+			func() (models.Media, error) { return m.Get(med.ID, "" /** uuid **/) },
+			func() (models.Media, error) { return m.Get(0 /** id **/, med.UUID) },
+		} {
+			_, err := lookup()
+			if i < 2 {
+				if err != nil {
+					t.Fatalf("unattached draft became unavailable: %v", err)
+				}
+				continue
+			}
+			var missing envelope.Error
+			if !errors.As(err, &missing) || missing.ErrorType != envelope.NotFoundError {
+				t.Fatalf("deleted contact attachment remained available: %v", err)
+			}
+		}
+	}
+}
+
 func TestPendingMediaOwnership(t *testing.T) {
 	db := testutil.NewDB(t, "media_ownership")
 	lo := logf.New(logf.Opts{})
diff --git a/internal/media/queries.sql b/internal/media/queries.sql
index add15105..24ee47b9 100644
--- a/internal/media/queries.sql
+++ b/internal/media/queries.sql
@@ -20,9 +20,12 @@ RETURNING id;
 SELECT id, created_at, updated_at, "uuid", store, filename, content_type, content_id, model_id, model_type, disposition, "size", meta, private, uploaded_by
 FROM media
 WHERE
-   ($1 > 0 AND id = $1)
-   OR
-   ($2 != '' AND uuid = NULLIF($2, '')::uuid)
+   (($1 > 0 AND id = $1) OR ($2 != '' AND uuid = NULLIF($2, '')::uuid))
+   AND (
+     model_type IS DISTINCT FROM 'messages'
+     OR COALESCE(model_id, 0) = 0
+     OR EXISTS (SELECT 1 FROM conversation_messages cm WHERE cm.id = media.model_id)
+   );
 
 -- name: get-media-by-uuid
 SELECT id, created_at, updated_at, "uuid", store, filename, content_type, content_id, model_id, model_type, disposition, "size", meta, private, uploaded_by
diff --git a/internal/report/queries.sql b/internal/report/queries.sql
index 46c39cee..e3d38130 100644
--- a/internal/report/queries.sql
+++ b/internal/report/queries.sql
@@ -67,7 +67,7 @@ WITH latest_applied AS (
         resolution_met_at, resolution_breached_at
     FROM applied_slas
     WHERE created_at >= CASE
-        WHEN %d = 0 THEN CURRENT_DATE
+        WHEN %d = 0 THEN DATE_TRUNC('day', NOW() AT TIME ZONE $1) AT TIME ZONE $1
         ELSE NOW() - INTERVAL '%d days'
     END
     ORDER BY conversation_id, created_at DESC, id DESC
@@ -148,7 +148,7 @@ next_response AS (
         sla_events
     WHERE
         created_at >= CASE
-            WHEN %d = 0 THEN CURRENT_DATE
+            WHEN %d = 0 THEN DATE_TRUNC('day', NOW() AT TIME ZONE $1) AT TIME ZONE $1
             ELSE NOW() - INTERVAL '%d days'
         END
         AND type = 'next_response'
@@ -189,13 +189,13 @@ WITH new_conversations AS (
     FROM
         (
             SELECT
-                TO_CHAR(created_at :: date, 'YYYY-MM-DD') AS date,
+                TO_CHAR(created_at AT TIME ZONE $1, 'YYYY-MM-DD') AS date,
                 COUNT(*) AS count
             FROM
                 conversations c
             WHERE
                 c.created_at >= CASE
-                    WHEN %d = 0 THEN CURRENT_DATE
+                    WHEN %d = 0 THEN DATE_TRUNC('day', NOW() AT TIME ZONE $1) AT TIME ZONE $1
                     ELSE NOW() - INTERVAL '%d days'
                 END
             GROUP BY
@@ -210,13 +210,13 @@ resolved_conversations AS (
     FROM
         (
             SELECT
-                TO_CHAR(resolved_at :: date, 'YYYY-MM-DD') AS date,
+                TO_CHAR(resolved_at AT TIME ZONE $1, 'YYYY-MM-DD') AS date,
                 COUNT(*) AS count
             FROM
                 conversations c
             WHERE
                 c.resolved_at >= CASE
-                    WHEN %d = 0 THEN CURRENT_DATE
+                    WHEN %d = 0 THEN DATE_TRUNC('day', NOW() AT TIME ZONE $1) AT TIME ZONE $1
                     ELSE NOW() - INTERVAL '%d days'
                 END
             GROUP BY
@@ -263,7 +263,7 @@ FROM
     csat_responses
 WHERE
     created_at >= CASE
-        WHEN %d = 0 THEN CURRENT_DATE
+        WHEN %d = 0 THEN DATE_TRUNC('day', NOW() AT TIME ZONE $1) AT TIME ZONE $1
         ELSE NOW() - INTERVAL '%d days'
     END;
 
@@ -281,7 +281,7 @@ WITH per_conversation AS (
         AND private = false
         AND (type = 'incoming' OR status = 'sent')
         AND created_at >= CASE
-            WHEN %d = 0 THEN CURRENT_DATE
+            WHEN %d = 0 THEN DATE_TRUNC('day', NOW() AT TIME ZONE $1) AT TIME ZONE $1
             ELSE NOW() - INTERVAL '%d days'
         END
     GROUP BY
@@ -321,7 +321,7 @@ WITH tag_counts AS (
         LEFT JOIN conversation_tags ct ON t.id = ct.tag_id
         LEFT JOIN conversations c ON ct.conversation_id = c.id
             AND c.created_at >= CASE
-                WHEN %d = 0 THEN CURRENT_DATE
+                WHEN %d = 0 THEN DATE_TRUNC('day', NOW() AT TIME ZONE $1) AT TIME ZONE $1
                 ELSE NOW() - INTERVAL '%d days'
             END
     GROUP BY
@@ -343,7 +343,7 @@ tagging AS (
         conversations c
     WHERE
         c.created_at >= CASE
-            WHEN %d = 0 THEN CURRENT_DATE
+            WHEN %d = 0 THEN DATE_TRUNC('day', NOW() AT TIME ZONE $1) AT TIME ZONE $1
             ELSE NOW() - INTERVAL '%d days'
         END
 )
diff --git a/internal/report/report.go b/internal/report/report.go
index d2756e66..82e534fa 100644
--- a/internal/report/report.go
+++ b/internal/report/report.go
@@ -11,6 +11,7 @@ import (
 	"github.com/abhinavxd/libredesk/internal/dbutil"
 	"github.com/abhinavxd/libredesk/internal/envelope"
 	"github.com/abhinavxd/libredesk/internal/report/models"
+	"github.com/abhinavxd/libredesk/internal/stringutil"
 	"github.com/jmoiron/sqlx"
 	"github.com/knadh/go-i18n"
 	"github.com/zerodha/logf"
@@ -90,7 +91,7 @@ func (m *Manager) GetOverViewCounts() (json.RawMessage, error) {
 }
 
 // GetOverviewSLA returns overview SLA data
-func (m *Manager) GetOverviewSLA(days int) (json.RawMessage, error) {
+func (m *Manager) GetOverviewSLA(days int, timezone string) (json.RawMessage, error) {
 	days = clampDays(days)
 	tx, err := m.db.BeginTxx(context.Background(), &sql.TxOptions{
 		ReadOnly: true,
@@ -104,7 +105,7 @@ func (m *Manager) GetOverviewSLA(days int) (json.RawMessage, error) {
 	var result models.OverviewSLA
 	// Format query with days parameter for both CTEs
 	query := fmt.Sprintf(m.q.GetOverviewSLA, days, days, days, days)
-	if err := tx.Get(&result, query); err != nil {
+	if err := tx.Get(&result, query, stringutil.NormalizeTimezone(timezone)); err != nil {
 		m.lo.Error("error fetching overview SLA data", "error", err)
 		return nil, envelope.NewError(envelope.GeneralError, m.i18n.T("globals.messages.somethingWentWrong"), nil)
 	}
@@ -124,7 +125,7 @@ func (m *Manager) GetOverviewSLA(days int) (json.RawMessage, error) {
 }
 
 // GetOverviewChart returns overview chart data
-func (m *Manager) GetOverviewChart(days int) (json.RawMessage, error) {
+func (m *Manager) GetOverviewChart(days int, timezone string) (json.RawMessage, error) {
 	days = clampDays(days)
 	var stats = json.RawMessage{}
 	tx, err := m.db.BeginTxx(context.Background(), &sql.TxOptions{
@@ -137,7 +138,7 @@ func (m *Manager) GetOverviewChart(days int) (json.RawMessage, error) {
 	defer tx.Rollback()
 
 	query := fmt.Sprintf(m.q.GetOverviewCharts, days, days, days, days)
-	if err := tx.Get(&stats, query); err != nil {
+	if err := tx.Get(&stats, query, stringutil.NormalizeTimezone(timezone)); err != nil {
 		m.lo.Error("error fetching overview charts", "error", err)
 		return nil, envelope.NewError(envelope.GeneralError, m.i18n.T("globals.messages.somethingWentWrong"), nil)
 	}
@@ -145,7 +146,7 @@ func (m *Manager) GetOverviewChart(days int) (json.RawMessage, error) {
 }
 
 // GetOverviewCSAT returns CSAT metrics for the overview dashboard
-func (m *Manager) GetOverviewCSAT(days int) (json.RawMessage, error) {
+func (m *Manager) GetOverviewCSAT(days int, timezone string) (json.RawMessage, error) {
 	days = clampDays(days)
 	var stats = json.RawMessage{}
 	tx, err := m.db.BeginTxx(context.Background(), &sql.TxOptions{
@@ -158,7 +159,7 @@ func (m *Manager) GetOverviewCSAT(days int) (json.RawMessage, error) {
 	defer tx.Rollback()
 
 	query := fmt.Sprintf(m.q.GetOverviewCSAT, days, days)
-	if err := tx.Get(&stats, query); err != nil {
+	if err := tx.Get(&stats, query, stringutil.NormalizeTimezone(timezone)); err != nil {
 		m.lo.Error("error fetching overview CSAT", "error", err)
 		return nil, envelope.NewError(envelope.GeneralError, m.i18n.T("globals.messages.somethingWentWrong"), nil)
 	}
@@ -166,7 +167,7 @@ func (m *Manager) GetOverviewCSAT(days int) (json.RawMessage, error) {
 }
 
 // GetOverviewMessageVolume returns message volume metrics for the overview dashboard
-func (m *Manager) GetOverviewMessageVolume(days int) (json.RawMessage, error) {
+func (m *Manager) GetOverviewMessageVolume(days int, timezone string) (json.RawMessage, error) {
 	days = clampDays(days)
 	var stats = json.RawMessage{}
 	tx, err := m.db.BeginTxx(context.Background(), &sql.TxOptions{
@@ -179,7 +180,7 @@ func (m *Manager) GetOverviewMessageVolume(days int) (json.RawMessage, error) {
 	defer tx.Rollback()
 
 	query := fmt.Sprintf(m.q.GetOverviewMessageVolume, days, days)
-	if err := tx.Get(&stats, query); err != nil {
+	if err := tx.Get(&stats, query, stringutil.NormalizeTimezone(timezone)); err != nil {
 		m.lo.Error("error fetching overview message volume", "error", err)
 		return nil, envelope.NewError(envelope.GeneralError, m.i18n.T("globals.messages.somethingWentWrong"), nil)
 	}
@@ -187,7 +188,7 @@ func (m *Manager) GetOverviewMessageVolume(days int) (json.RawMessage, error) {
 }
 
 // GetOverviewTagDistribution returns tag distribution metrics for the overview dashboard
-func (m *Manager) GetOverviewTagDistribution(days int) (json.RawMessage, error) {
+func (m *Manager) GetOverviewTagDistribution(days int, timezone string) (json.RawMessage, error) {
 	days = clampDays(days)
 	var stats = json.RawMessage{}
 	tx, err := m.db.BeginTxx(context.Background(), &sql.TxOptions{
@@ -200,7 +201,7 @@ func (m *Manager) GetOverviewTagDistribution(days int) (json.RawMessage, error)
 	defer tx.Rollback()
 
 	query := fmt.Sprintf(m.q.GetOverviewTagDistribution, days, days, days, days)
-	if err := tx.Get(&stats, query); err != nil {
+	if err := tx.Get(&stats, query, stringutil.NormalizeTimezone(timezone)); err != nil {
 		m.lo.Error("error fetching overview tag distribution", "error", err)
 		return nil, envelope.NewError(envelope.GeneralError, m.i18n.T("globals.messages.somethingWentWrong"), nil)
 	}
diff --git a/internal/report/report_test.go b/internal/report/report_test.go
new file mode 100644
index 00000000..3e157ad9
--- /dev/null
+++ b/internal/report/report_test.go
@@ -0,0 +1,118 @@
+package report
+
+import (
+	"encoding/json"
+	"testing"
+	"time"
+
+	"github.com/abhinavxd/libredesk/internal/testutil"
+	"github.com/zerodha/logf"
+)
+
+func TestOverviewDatesUseWorkspaceTimezone(t *testing.T) {
+	db := testutil.NewDB(t, "report_timezone")
+	lo := logf.New(logf.Opts{})
+	m, err := New(Opts{DB: db, Lo: &lo, I18n: testutil.NewI18n(t)})
+	if err != nil {
+		t.Fatal(err)
+	}
+	var contactID, inboxID int
+	if err := db.Get(&contactID, `INSERT INTO users (type, first_name, last_name) VALUES ('contact', 'Report', '') RETURNING id`); err != nil {
+		t.Fatal(err)
+	}
+	if err := db.Get(&inboxID, `INSERT INTO inboxes (name, channel) VALUES ('Report', 'livechat') RETURNING id`); err != nil {
+		t.Fatal(err)
+	}
+	base := time.Now().UTC().Truncate(24 * time.Hour).Add(-24 * time.Hour)
+	instants := []time.Time{base.Add(30 * time.Minute), base.Add(23*time.Hour + 30*time.Minute)}
+	for _, instant := range instants {
+		if _, err := db.Exec(`INSERT INTO conversations (contact_id, inbox_id, status_id, created_at, resolved_at)
+			VALUES ($1, $2, (SELECT id FROM conversation_statuses LIMIT 1), $3, $3)`, contactID, inboxID, instant); err != nil {
+			t.Fatal(err)
+		}
+	}
+	for _, timezone := range []string{"UTC", "Asia/Kathmandu", "America/Los_Angeles", "", "invalid/zone", "Local"} {
+		t.Run(timezone, func(t *testing.T) {
+			loc := time.UTC
+			if timezone == "Asia/Kathmandu" || timezone == "America/Los_Angeles" {
+				loc, err = time.LoadLocation(timezone)
+				if err != nil {
+					t.Fatal(err)
+				}
+			}
+			want := map[string]int{}
+			for _, instant := range instants {
+				want[instant.In(loc).Format(time.DateOnly)]++
+			}
+			raw, err := m.GetOverviewChart(7 /** days **/, timezone)
+			if err != nil {
+				t.Fatal(err)
+			}
+			var charts map[string][]struct {
+				Date  string `json:"date"`
+				Count int    `json:"count"`
+			}
+			if err := json.Unmarshal(raw, &charts); err != nil {
+				t.Fatal(err)
+			}
+			for _, name := range []string{"new_conversations", "resolved_conversations"} {
+				if len(charts[name]) != len(want) {
+					t.Fatalf("%s dates = %v, want %v", name, charts[name], want)
+				}
+				for _, row := range charts[name] {
+					if row.Count != want[row.Date] {
+						t.Fatalf("%s row = %+v, want %v", name, row, want)
+					}
+				}
+			}
+		})
+	}
+
+	if _, err := db.Exec(`DELETE FROM conversations`); err != nil {
+		t.Fatal(err)
+	}
+	timezone := "Asia/Kathmandu"
+	var midnight time.Time
+	if err := db.Get(&midnight, `SELECT DATE_TRUNC('day', NOW() AT TIME ZONE $1) AT TIME ZONE $1`, timezone); err != nil {
+		t.Fatal(err)
+	}
+	for _, instant := range []time.Time{midnight.Add(-time.Minute), midnight.Add(time.Minute)} {
+		var conversationID int
+		if err := db.Get(&conversationID, `INSERT INTO conversations (contact_id, inbox_id, status_id, created_at)
+			VALUES ($1, $2, (SELECT id FROM conversation_statuses LIMIT 1), $3) RETURNING id`, contactID, inboxID, instant); err != nil {
+			t.Fatal(err)
+		}
+		if _, err := db.Exec(`INSERT INTO csat_responses (conversation_id, rating, created_at) VALUES ($1, 5, $2)`, conversationID, instant); err != nil {
+			t.Fatal(err)
+		}
+		if _, err := db.Exec(`INSERT INTO conversation_messages (conversation_id, type, status, sender_id, sender_type, created_at)
+			VALUES ($1, 'incoming', 'sent', $2, 'contact', $3)`, conversationID, contactID, instant); err != nil {
+			t.Fatal(err)
+		}
+	}
+	for _, tc := range []struct {
+		name string
+		get  func(int, string) (json.RawMessage, error)
+		key  string
+		want float64
+	}{
+		{"csat", m.GetOverviewCSAT, "total_responses", 1},
+		{"messages", m.GetOverviewMessageVolume, "total_messages", 1},
+		{"tags", m.GetOverviewTagDistribution, "untagged_conversations", 1},
+		{"sla", m.GetOverviewSLA, "first_response_met_count", 0},
+	} {
+		t.Run(tc.name, func(t *testing.T) {
+			raw, err := tc.get(0 /** days **/, timezone)
+			if err != nil {
+				t.Fatal(err)
+			}
+			var result map[string]any
+			if err := json.Unmarshal(raw, &result); err != nil {
+				t.Fatal(err)
+			}
+			if result[tc.key] != tc.want {
+				t.Fatalf("%s = %v, want %v", tc.key, result[tc.key], tc.want)
+			}
+		})
+	}
+}
diff --git a/internal/template/render.go b/internal/template/render.go
index 7d4ef77c..679f46c6 100644
--- a/internal/template/render.go
+++ b/internal/template/render.go
@@ -5,6 +5,7 @@ import (
 	"fmt"
 	"strings"
 	"text/template"
+	"text/template/parse"
 
 	cmodels "github.com/abhinavxd/libredesk/internal/conversation/models"
 	umodels "github.com/abhinavxd/libredesk/internal/user/models"
@@ -74,7 +75,15 @@ func (m *Manager) RenderEmailWithTemplate(data any, content string) (string, err
 		return "", fmt.Errorf("parsing base template: %w", err)
 	}
 
-	contentTemplate, err := template.New(TmplContent).Funcs(m.funcMap).Parse(content)
+	contentCount := 0
+	trackContent := template.FuncMap{
+		"_libredeskTrackContent": func() string {
+			contentCount++
+			return ""
+		},
+	}
+	baseTemplate.Funcs(trackContent)
+	contentTemplate, err := template.New(TmplContent).Funcs(m.funcMap).Funcs(trackContent).Parse(`{{_libredeskTrackContent}}` + content)
 	if err != nil {
 		return "", fmt.Errorf("parsing content template: %w", err)
 	}
@@ -89,6 +98,9 @@ func (m *Manager) RenderEmailWithTemplate(data any, content string) (string, err
 		return "", fmt.Errorf("executing base template: %w", err)
 	}
 
+	if contentCount == 0 {
+		return "", fmt.Errorf("outgoing template did not render the reply")
+	}
 	return rendered.String(), nil
 }
 
@@ -215,3 +227,44 @@ func personData(person umodels.User) map[string]any {
 		"Email":     person.Email.String,
 	}
 }
+
+// parseOutgoingTemplate checks syntax and requires a reply placeholder. Rendering checks that the reply actually appears.
+func parseOutgoingTemplate(body string, funcs template.FuncMap) (*template.Template, error) {
+	tmpl, err := template.New(TmplBase).Funcs(funcs).Parse(body)
+	if err != nil {
+		return nil, err
+	}
+	count := 0
+	for _, part := range tmpl.Templates() {
+		count += countContentTemplates(part.Tree.Root)
+	}
+	if count == 0 {
+		return nil, fmt.Errorf("outgoing template contains no reply template")
+	}
+	return tmpl, nil
+}
+
+func countContentTemplates(node parse.Node) int {
+	switch node := node.(type) {
+	case *parse.TemplateNode:
+		if node.Name == TmplContent {
+			return 1
+		}
+	case *parse.ListNode:
+		if node == nil {
+			return 0
+		}
+		count := 0
+		for _, child := range node.Nodes {
+			count += countContentTemplates(child)
+		}
+		return count
+	case *parse.IfNode:
+		return countContentTemplates(node.List) + countContentTemplates(node.ElseList)
+	case *parse.RangeNode:
+		return countContentTemplates(node.List) + countContentTemplates(node.ElseList)
+	case *parse.WithNode:
+		return countContentTemplates(node.List) + countContentTemplates(node.ElseList)
+	}
+	return 0
+}
diff --git a/internal/template/template.go b/internal/template/template.go
index 6883216a..495ef7ed 100644
--- a/internal/template/template.go
+++ b/internal/template/template.go
@@ -9,6 +9,7 @@ import (
 	"html/template"
 	"strings"
 	"sync"
+	texttemplate "text/template"
 
 	"github.com/abhinavxd/libredesk/internal/dbutil"
 	"github.com/abhinavxd/libredesk/internal/envelope"
@@ -65,8 +66,17 @@ func New(lo *logf.Logger, db *sqlx.DB, webTpls *template.Template, tpls *templat
 
 // Update updates a new template with the given name, and body.
 func (m *Manager) Update(id int, t models.Template) (models.Template, error) {
+	if t.IsDefault {
+		t.Type = TypeEmailOutgoing
+	}
+	if err := m.validateOutgoingTemplate(t); err != nil {
+		return models.Template{}, err
+	}
 	var result models.Template
 	if err := m.q.UpdateTemplate.Get(&result, id, t.Name, t.Body, t.IsDefault, t.Subject, t.Type); err != nil {
+		if dbutil.IsUniqueViolationError(err) && t.IsDefault {
+			return models.Template{}, envelope.NewError(envelope.ConflictError, m.i18n.T("template.defaultTemplateAlreadyExists"), nil /** data **/)
+		}
 		m.lo.Error("error updating template", "error", err)
 		return models.Template{}, envelope.NewError(envelope.GeneralError, m.i18n.T("globals.messages.somethingWentWrong"), nil)
 	}
@@ -78,10 +88,13 @@ func (m *Manager) Create(t models.Template) (models.Template, error) {
 	if t.IsDefault {
 		t.Type = TypeEmailOutgoing
 	}
+	if err := m.validateOutgoingTemplate(t); err != nil {
+		return models.Template{}, err
+	}
 	var result models.Template
 	if err := m.q.InsertTemplate.Get(&result, t.Name, t.Body, t.IsDefault, t.Subject, t.Type); err != nil {
 		if dbutil.IsUniqueViolationError(err) && t.IsDefault {
-			return models.Template{}, envelope.NewError(envelope.GeneralError, m.i18n.T("template.defaultTemplateAlreadyExists"), nil)
+			return models.Template{}, envelope.NewError(envelope.ConflictError, m.i18n.T("template.defaultTemplateAlreadyExists"), nil /** data **/)
 		}
 		m.lo.Error("error inserting template", "error", err)
 		return models.Template{}, envelope.NewError(envelope.GeneralError, m.i18n.T("globals.messages.somethingWentWrong"), nil)
@@ -192,3 +205,15 @@ func (m *Manager) Reload(webTpls, tpls *template.Template, funcMap template.Func
 	m.funcMap = funcMap
 	return nil
 }
+
+func (m *Manager) validateOutgoingTemplate(t models.Template) error {
+	if t.Type != TypeEmailOutgoing && !t.IsDefault {
+		return nil
+	}
+	m.mutex.RLock()
+	defer m.mutex.RUnlock()
+	if _, err := parseOutgoingTemplate(t.Body, texttemplate.FuncMap(m.funcMap)); err != nil {
+		return envelope.NewError(envelope.InputError, m.i18n.Ts("template.invalidOutgoingTemplate", "content", `{{ template "content" . }}`), nil /** data **/)
+	}
+	return nil
+}
diff --git a/internal/template/template_test.go b/internal/template/template_test.go
index 536c8c8d..f49f4285 100644
--- a/internal/template/template_test.go
+++ b/internal/template/template_test.go
@@ -1,6 +1,7 @@
 package template
 
 import (
+	"errors"
 	"fmt"
 	"html/template"
 	"os"
@@ -9,12 +10,236 @@ import (
 	"testing"
 
 	cmodels "github.com/abhinavxd/libredesk/internal/conversation/models"
+	"github.com/abhinavxd/libredesk/internal/envelope"
+	"github.com/abhinavxd/libredesk/internal/template/models"
+	"github.com/abhinavxd/libredesk/internal/testutil"
 	umodels "github.com/abhinavxd/libredesk/internal/user/models"
 	"github.com/volatiletech/null/v9"
+	"github.com/zerodha/logf"
 )
 
 var notificationSeedPattern = regexp.MustCompile(`(?s)VALUES\s*\(\s*'email_notification'::template_type,\s*'((?:''|[^'])*)'\s*,\s*false,\s*'([^']+)'`)
 
+func TestDefaultTemplateConflict(t *testing.T) {
+	db := testutil.NewDB(t, "default_template_conflict")
+	lo := logf.New(logf.Opts{})
+	m, err := New(&lo, db, nil /** webTpls **/, nil /** tpls **/, nil /** funcMap **/, testutil.NewI18n(t))
+	if err != nil {
+		t.Fatal(err)
+	}
+	first, err := m.Create(models.Template{Name: "First", Type: TypeEmailOutgoing, IsDefault: true, Body: `{{ template "content" . }}`})
+	if err != nil {
+		t.Fatal(err)
+	}
+	second, err := m.Create(models.Template{Name: "Second", Type: TypeEmailOutgoing, Body: `{{ template "content" . }}`})
+	if err != nil {
+		t.Fatal(err)
+	}
+	second.IsDefault = true
+	for _, save := range []func() (models.Template, error){
+		func() (models.Template, error) { return m.Create(second) },
+		func() (models.Template, error) { return m.Update(second.ID, second) },
+	} {
+		_, err := save()
+		var conflict envelope.Error
+		if !errors.As(err, &conflict) || conflict.ErrorType != envelope.ConflictError {
+			t.Fatalf("expected an actionable conflict, got %v", err)
+		}
+		current, err := m.getDefaultOutgoingEmailTemplate()
+		if err != nil || current.ID != first.ID {
+			t.Fatalf("default changed after rejected save: %+v, %v", current, err)
+		}
+	}
+	first.IsDefault = false
+	if _, err := m.Update(first.ID, first); err != nil {
+		t.Fatal(err)
+	}
+	if _, err := m.Update(second.ID, second); err != nil {
+		t.Fatal(err)
+	}
+	current, err := m.getDefaultOutgoingEmailTemplate()
+	if err != nil || current.ID != second.ID {
+		t.Fatalf("default did not switch: %+v, %v", current, err)
+	}
+}
+
+func TestUpdateDefaultTemplateType(t *testing.T) {
+	db := testutil.NewDB(t, "default_template_type")
+	lo := logf.New(logf.Opts{})
+	m, err := New(&lo, db, nil /** webTpls **/, nil /** tpls **/, nil /** funcMap **/, testutil.NewI18n(t))
+	if err != nil {
+		t.Fatal(err)
+	}
+	saved, err := m.Create(models.Template{Name: "Layout", Type: TypeEmailOutgoing, Body: `{{ template "content" . }}`})
+	if err != nil {
+		t.Fatal(err)
+	}
+	for _, typ := range []string{TypeEmailNotification, "", "invalid", TypeEmailOutgoing} {
+		candidate := saved
+		candidate.Type = typ
+		candidate.IsDefault = true
+		updated, err := m.Update(saved.ID, candidate)
+		if err != nil || updated.Type != TypeEmailOutgoing || !updated.IsDefault {
+			t.Fatalf("default type %q was not normalized: %+v, %v", typ, updated, err)
+		}
+		stored, err := m.Get(saved.ID)
+		if err != nil || stored.Type != TypeEmailOutgoing || !stored.IsDefault {
+			t.Fatalf("incorrect persisted default: %+v, %v", stored, err)
+		}
+		candidate.Body = "<p>No reply placeholder</p>"
+		if _, err := m.Update(saved.ID, candidate); err == nil {
+			t.Fatalf("accepted default type %q without a reply", typ)
+		}
+	}
+	saved.Type = TypeEmailNotification
+	saved.Body = "<p>Notification</p>"
+	updated, err := m.Update(saved.ID, saved)
+	if err != nil || updated.Type != TypeEmailNotification || updated.IsDefault {
+		t.Fatalf("changed nondefault notification type: %+v, %v", updated, err)
+	}
+}
+
+func TestValidateOutgoingTemplate(t *testing.T) {
+	m := &Manager{i18n: testutil.NewI18n(t)}
+	for _, tc := range []struct {
+		name string
+		body string
+		ok   bool
+	}{
+		{"empty", "", false},
+		{"missing", "<p>Header</p>", false},
+		{"single", `{{ template "content" . }}`, true},
+		{"duplicate", `{{ template "content" . }}{{ template "content" . }}`, true},
+		{"triple", `{{ template "content" . }}{{ template "content" . }}{{ template "content" . }}`, true},
+		{"trimmed duplicate", `{{- template "content" . -}}<p>Footer</p>{{- template "content" . -}}`, true},
+		{"comment only", `{{/* template "content" . */}}`, false},
+		{"comment and single", `{{/* template "content" . */}}{{ template "content" . }}`, true},
+		{"malformed", `{{ template "content" .`, false},
+		{"wrong name", `{{ template "contents" . }}`, false},
+		{"literal template text", `{{ printf "%s" "{{ template \"content\" . }}" }}`, false},
+		{"nested wrappers", `{{ define "inner" }}{{ template "content" . }}{{ end }}{{ define "outer" }}{{ template "inner" . }}{{ end }}{{ template "outer" . }}`, true},
+		{"nested duplicate", `{{ define "inner" }}{{ template "content" . }}{{ end }}{{ define "outer" }}{{ template "inner" . }}{{ template "inner" . }}{{ end }}{{ template "outer" . }}`, true},
+		{"unused duplicate", `{{ define "unused" }}{{ template "content" . }}{{ template "content" . }}{{ end }}{{ template "content" . }}`, true},
+		{"duplicate alternatives", `{{ if .Show }}{{ template "content" . }}{{ template "content" . }}{{ else }}{{ template "content" . }}{{ template "content" . }}{{ end }}`, true},
+		{"nested alternatives", `{{ if .Show }}{{ with .Author }}{{ template "content" . }}{{ else }}{{ template "content" . }}{{ end }}{{ else }}{{ template "content" . }}{{ end }}`, true},
+		{"dynamic conditional", `{{ template "content" . }}{{ if .Show }}{{ template "content" . }}{{ end }}`, true},
+		{"alternatives", `{{ if .Show }}{{ template "content" . }}{{ else }}{{ template "content" . }}{{ end }}`, true},
+		{"with alternatives", `{{ with .Author }}{{ template "content" . }}{{ else }}{{ template "content" . }}{{ end }}`, true},
+		{"duplicate with alternatives", `{{ template "content" . }}{{ with .Author }}{{ template "content" . }}{{ else }}{{ template "content" . }}{{ end }}`, true},
+		{"unused definition", `{{ define "unused" }}{{ template "content" . }}{{ end }}{{ template "content" . }}`, true},
+		{"single wrapper", `{{ define "wrapper" }}{{ template "content" . }}{{ end }}{{ template "wrapper" . }}`, true},
+		{"repeated wrapper", `{{ define "wrapper" }}{{ template "content" . }}{{ end }}{{ template "wrapper" . }}{{ template "wrapper" . }}`, true},
+		{"previous messages", `{{ template "content" . }}{{ range .PreviousMessages }}{{ .Content }}{{ end }}`, true},
+		{"dynamic loop", `{{ range . }}{{ template "content" . }}{{ end }}`, true},
+		{"recursive definition", `{{ define "wrapper" }}{{ template "wrapper" . }}{{ end }}{{ template "wrapper" . }}{{ template "content" . }}`, true},
+	} {
+		t.Run(tc.name, func(t *testing.T) {
+			err := m.validateOutgoingTemplate(models.Template{Type: TypeEmailOutgoing, Body: tc.body})
+			if (err == nil) != tc.ok {
+				t.Fatalf("validation error = %v, want valid = %v", err, tc.ok)
+			}
+		})
+	}
+}
+
+func TestOutgoingTemplatePreservesReply(t *testing.T) {
+	db := testutil.NewDB(t, "outgoing_template_content")
+	lo := logf.New(logf.Opts{})
+	m, err := New(&lo, db, nil /** webTpls **/, nil /** tpls **/, nil /** funcMap **/, testutil.NewI18n(t))
+	if err != nil {
+		t.Fatal(err)
+	}
+	valid := models.Template{Name: "Customer layout", Type: TypeEmailOutgoing, IsDefault: true, Body: `<header>Support</header>{{ template "content" . }}<footer>Thank you</footer>`}
+	saved, err := m.Create(valid)
+	if err != nil {
+		t.Fatal(err)
+	}
+	for _, body := range []string{
+		"",
+		"<p>Support header</p>",
+		`{{/* template "content" . */}}`,
+		`{{ template "content" .`,
+	} {
+		t.Run("reject "+body, func(t *testing.T) {
+			candidate := valid
+			candidate.Body = body
+			candidate.IsDefault = false
+			if _, err := m.Create(candidate); err == nil {
+				t.Fatal("created an invalid outgoing template")
+			}
+			if _, err := m.Update(saved.ID, candidate); err == nil {
+				t.Fatal("updated to an invalid outgoing template")
+			}
+			stored, err := m.Get(saved.ID)
+			if err != nil || stored.Body != valid.Body || !stored.IsDefault {
+				t.Fatalf("rejected edit changed the saved template: %+v, %v", stored, err)
+			}
+			var count int
+			if err := db.Get(&count, `SELECT COUNT(*) FROM templates WHERE type = $1`, TypeEmailOutgoing); err != nil || count != 1 {
+				t.Fatalf("rejected create changed template count: %d, %v", count, err)
+			}
+		})
+	}
+	stored, err := m.Get(saved.ID)
+	if err != nil || stored.Body != valid.Body {
+		t.Fatalf("rejected edit changed template: %+v, %v", stored, err)
+	}
+	for _, body := range []string{
+		`{{ template "content" . }}{{ template "content" . }}`,
+		`{{ define "wrapper" }}{{ template "content" . }}{{ end }}{{ template "wrapper" . }}{{ template "wrapper" . }}`,
+		`{{ range . }}{{ template "content" . }}{{ end }}`,
+	} {
+		candidate := valid
+		candidate.Body = body
+		candidate.IsDefault = false
+		if _, err := m.Create(candidate); err != nil {
+			t.Fatalf("could not create repeated reply template: %v", err)
+		}
+		candidate.IsDefault = true
+		if _, err := m.Update(saved.ID, candidate); err != nil {
+			t.Fatalf("could not update repeated reply template: %v", err)
+		}
+	}
+	const conditional = `{{ if .Show }}<p>Hello</p>{{ template "content" . }}{{ else }}{{ template "content" . }}{{ end }}`
+	if _, err := m.Update(saved.ID, models.Template{Name: valid.Name, Type: valid.Type, IsDefault: true, Body: conditional}); err != nil {
+		t.Fatalf("rejected a conditional layout that renders the reply once: %v", err)
+	}
+	for _, tc := range []struct {
+		body  string
+		data  any
+		count int
+	}{
+		{valid.Body, nil, 1},
+		{`{{template "content" .}}`, nil, 1},
+		{`{{- template "content" . -}}`, nil, 1},
+		{`{{ define "wrapper" }}{{ template "content" . }}{{ end }}{{ template "wrapper" . }}`, nil, 1},
+		{`{{ if .Show }}{{ template "content" . }}{{ end }}`, map[string]any{"Show": true}, 1},
+		{`{{ if .Show }}{{ template "content" . }}{{ end }}`, map[string]any{"Show": false}, 0},
+		{conditional, map[string]any{"Show": true}, 1},
+		{conditional, map[string]any{"Show": false}, 1},
+		{`{{ template "content" . }}{{ template "content" . }}`, nil, 2},
+		{`{{ range . }}{{ template "content" . }}{{ end }}`, []string{}, 0},
+		{`{{ range . }}{{ template "content" . }}{{ end }}`, []string{"first", "second"}, 2},
+		{`{{ define "wrapper" }}{{ template "content" . }}{{ end }}{{ template "wrapper" . }}{{ template "wrapper" . }}`, nil, 2},
+		{`<p>Previously saved layout without a reply</p>`, nil, 0},
+	} {
+		t.Run("render "+tc.body+fmt.Sprint(tc.data), func(t *testing.T) {
+			if _, err := db.Exec(`UPDATE templates SET body = $1 WHERE id = $2`, tc.body, saved.ID); err != nil {
+				t.Fatal(err)
+			}
+			const reply = "<p>Your receipt is ready. Café 日本語.</p>"
+			got, err := m.RenderEmailWithTemplate(tc.data, reply)
+			if tc.count > 0 {
+				if err != nil || strings.Count(got, reply) != tc.count {
+					t.Fatalf("unexpected rendered reply: %q, %v", got, err)
+				}
+			} else if err == nil || got != "" {
+				t.Fatalf("unsafe outgoing content accepted: %q, %v", got, err)
+			}
+		})
+	}
+}
+
 func TestRenderNotificationEmailUsesSystemLayout(t *testing.T) {
 	m := emailTemplateManager(t)
 	var header strings.Builder
diff --git a/static/widget.js b/static/widget.js
index 1f44b26d..086bcc97 100644
--- a/static/widget.js
+++ b/static/widget.js
@@ -226,8 +226,12 @@
         createElements () {
             const branding = this.branding();
 
-            this.toggleButton = document.createElement('div');
+            this.toggleButton = document.createElement('button');
+            this.toggleButton.type = 'button';
             this.toggleButton.style.cssText = `
+                all: revert;
+                border: 0;
+                padding: 0;
                 position: fixed;
                 cursor: pointer;
                 z-index: 9999;
@@ -243,6 +247,7 @@
             `;
 
             this.iconContainer = document.createElement('div');
+            this.iconContainer.setAttribute('aria-hidden', 'true');
             this.iconContainer.style.cssText = `
                 width: 100%;
                 height: 100%;
@@ -255,6 +260,7 @@
             const iconTransition = `opacity ${this.OPEN_MS}ms ${this.EASE_OUT}, transform ${this.OPEN_MS}ms ${this.EASE_OUT}`;
 
             this.defaultIcon = document.createElement('img');
+            this.defaultIcon.alt = '';
             this.defaultIcon.src = branding.launcher?.logo_url || (this.config.baseURL + DEFAULT_LAUNCHER_LOGO_PATH);
             this.defaultIcon.style.transition = iconTransition;
             this.styleLauncherIcon();
@@ -320,6 +326,8 @@
             this.widgetButtonWrapper = widgetButtonWrapper;
 
             this.iframe = document.createElement('iframe');
+            this.iframe.id = `libredesk-widget-${this.config.inboxID}`;
+            this.toggleButton.setAttribute('aria-controls', this.iframe.id);
             this.iframe.src = `${this.config.baseURL}/widget?inbox_id=${encodeURIComponent(this.config.inboxID)}&parent_origin=${encodeURIComponent(window.location.origin)}` +
                 (this.language ? `&lang=${encodeURIComponent(this.language)}` : '');
             this.iframeLanguage = this.language;
@@ -498,6 +506,7 @@
                 case 'REPLY_PREVIEWS':
                     if (event.data.previews?.length && this.campaignData) this.dropCampaign(this.campaignData.id);
                     this.previewData = event.data;
+                    this.setLauncherIcon(this.isChatVisible);
                     this.renderPreviews();
                     break;
                 case 'VUE_APP_READY':
@@ -668,6 +677,7 @@
             if (this.unreadCount > 0) this.showUnreadBadge(this.unreadCount);
 
             this.postToIframe({ type: 'WIDGET_CLOSED' });
+            if (document.activeElement === iframe) this.toggleButton.focus();
 
             if (this._onHideCallback) this._onHideCallback();
         }
@@ -680,6 +690,8 @@
         }
 
         setLauncherIcon (open) {
+            this.toggleButton.setAttribute('aria-expanded', String(open));
+            this.toggleButton.setAttribute('aria-label', this.previewData?.labels?.[open ? 'closeChat' : 'openChat'] || 'libredesk');
             const hidden = (deg) => this.reducedMotion ? 'none' : `rotate(${deg}deg) scale(0.9)`;
             if (this.defaultIcon) {
                 this.defaultIcon.style.opacity = open ? '0' : '1';