From 7fee393cce8a5924287d19db1521afcaeb6644e9 Mon Sep 17 00:00:00 2001
From: Abhinav Raut <abhinavrautcs@gmail.com>
Date: Tue, 20 Oct 2026 00:58:33 +0530
Subject: [PATCH] fix issues found during release testing

- Save recipient edits and sender choices with reply drafts.
- Keep CC and BCC open when an address is cleared.
- Allow SMTP without credentials when authentication is off.
- Use the workspace timezone for reports and campaign dates.
- Show CSAT responses without reloading the conversation.
- Block access to attachments from deleted messages.
- Accept conditional email templates and catch missing or repeated replies.
- Explain why choosing another default email template failed.
- Reload stale routes and keep widget image fallbacks working.
- Keep the launcher usable by keyboard and reset host button styles.
---
 cmd/csat.go                                   |   5 +-
 cmd/report.go                                 |  10 +-
 .../main/src/composables/useDraftManager.js   |  24 +++-
 .../src/composables/useDraftManager.test.js   | 117 +++++++++++++++++
 .../features/admin/inbox/WidgetCampaigns.vue  |  19 ++-
 .../src/features/admin/inbox/formSchema.js    |  11 +-
 .../features/admin/inbox/formSchema.test.js   |  22 ++++
 .../features/admin/notification/formSchema.js |  15 ++-
 .../admin/notification/formSchema.test.js     |  22 ++++
 .../src/features/conversation/ReplyBox.vue    |  62 ++++-----
 frontend/apps/main/src/router/index.js        |  17 +++
 .../src/components/MessageAttachment.vue      |  15 +--
 .../src/composables/useReplyPreviews.js       |   2 +
 i18n/en-US.json                               |   3 +-
 internal/conversation/conversation.go         |  19 +++
 internal/conversation/conversation_test.go    |  83 ++++++++++++
 internal/conversation/queries.sql             |   7 +
 internal/media/media_test.go                  |  62 +++++++++
 internal/media/queries.sql                    |   9 +-
 internal/report/queries.sql                   |  20 +--
 internal/report/report.go                     |  21 +--
 internal/report/report_test.go                | 118 +++++++++++++++++
 internal/template/render.go                   |  54 +++++++-
 internal/template/template.go                 |  24 +++-
 internal/template/template_test.go            | 122 ++++++++++++++++++
 static/widget.js                              |  14 +-
 26 files changed, 798 insertions(+), 99 deletions(-)
 create mode 100644 frontend/apps/main/src/composables/useDraftManager.test.js
 create mode 100644 internal/report/report_test.go

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/composables/useDraftManager.js b/frontend/apps/main/src/composables/useDraftManager.js
index 310baab1..6e505976 100644
--- a/frontend/apps/main/src/composables/useDraftManager.js
+++ b/frontend/apps/main/src/composables/useDraftManager.js
@@ -23,13 +23,21 @@ const validateAttachments = (attachments) => {
   )
 }
 
+const validateRecipients = (recipients) =>
+  Object.fromEntries(
+    ['to', 'cc', 'bcc', 'send_from']
+      .filter(key => typeof recipients?.[key] === 'string')
+      .map(key => [key, recipients[key]])
+  )
+
 const isDraftEmpty = (draft) => {
   const content = draft?.content || ''
   const hasText = getTextFromHTML(content).length > 0
   const hasInlineImage = /<img\b/i.test(content)
   const hasAttachments = draft?.meta?.attachments?.length > 0
   const hasMacroActions = draft?.meta?.macro_actions?.length > 0
-  return !hasText && !hasInlineImage && !hasAttachments && !hasMacroActions
+  const hasRecipients = Object.keys(validateRecipients(draft?.meta?.recipients)).length > 0
+  return !hasText && !hasInlineImage && !hasAttachments && !hasMacroActions && !hasRecipients
 }
 
 const draftKey = (uuid, type) => `${uuid}::${type}`
@@ -38,6 +46,7 @@ const metaSignature = (meta) =>
   JSON.stringify({
     macro_id: meta?.macro_id || 0,
     macro_actions: meta?.macro_actions || [],
+    recipients: validateRecipients(meta?.recipients),
     attachments: (meta?.attachments || []).map(a => a.uuid)
   })
 
@@ -54,13 +63,17 @@ export function useDraftManager (conversationUUID, messageType, uploadedFiles =
   const loadedAttachments = ref([])
   const loadedMacroActions = ref([])
   const loadedMacroID = ref(0)
+  const recipients = ref({})
 
   // Live-key guard: the editor is transiently empty during open/switch and must not clobber a stored draft.
   const loadedKey = ref(null)
   const currentKey = () => draftKey(conversationUUID.value, messageType.value)
 
-  const buildDraft = () => {
+  const buildDraft = (type) => {
     const meta = {}
+    if (type === 'reply' && Object.keys(recipients.value).length > 0) {
+      meta.recipients = { ...recipients.value }
+    }
     const macro = conversationStore.getMacro(MACRO_CONTEXT.REPLY)
     const macroActions = macro?.actions || []
     if (macro?.id > 0) meta.macro_id = macro.id
@@ -85,6 +98,7 @@ export function useDraftManager (conversationUUID, messageType, uploadedFiles =
     loadedAttachments.value = validateAttachments(draft?.meta?.attachments)
     loadedMacroActions.value = validateMacroActions(draft?.meta?.macro_actions)
     loadedMacroID.value = Number(draft?.meta?.macro_id) > 0 ? Number(draft.meta.macro_id) : 0
+    recipients.value = validateRecipients(draft?.meta?.recipients)
   }
 
   const load = async (uuid, type) => {
@@ -109,7 +123,7 @@ export function useDraftManager (conversationUUID, messageType, uploadedFiles =
 
   // Update the store synchronously; server sync runs in the background, never awaited.
   const save = (uuid, type) => {
-    const draft = buildDraft()
+    const draft = buildDraft(type)
     if (sameDraft(draft, conversationStore.getDraft(uuid, type))) return
     if (isDraftEmpty(draft)) {
       conversationStore.removeDraft(uuid, type)
@@ -134,6 +148,7 @@ export function useDraftManager (conversationUUID, messageType, uploadedFiles =
   const watchSources = [
     htmlContent,
     textContent,
+    recipients,
     () => conversationStore.macros[MACRO_CONTEXT.REPLY]
   ]
   if (uploadedFiles) watchSources.push(uploadedFiles)
@@ -174,6 +189,7 @@ export function useDraftManager (conversationUUID, messageType, uploadedFiles =
     clearDraft,
     loadedAttachments,
     loadedMacroActions,
-    loadedMacroID
+    loadedMacroID,
+    recipients
   }
 }
diff --git a/frontend/apps/main/src/composables/useDraftManager.test.js b/frontend/apps/main/src/composables/useDraftManager.test.js
new file mode 100644
index 00000000..e8e4d0a8
--- /dev/null
+++ b/frontend/apps/main/src/composables/useDraftManager.test.js
@@ -0,0 +1,117 @@
+// @vitest-environment jsdom
+import { afterEach, beforeEach, describe, expect, it, vi } from 'vitest'
+import { effectScope, nextTick, ref } from 'vue'
+import { useDraftManager } from './useDraftManager'
+
+const { drafts, api, store } = vi.hoisted(() => {
+  const drafts = new Map()
+  return {
+    drafts,
+    api: { saveDraft: vi.fn().mockResolvedValue({}), deleteDraft: vi.fn().mockResolvedValue({}) },
+    store: {
+      macros: {},
+      draftsReady: Promise.resolve(),
+      getMacro: () => null,
+      getDraft: (uuid, type) => drafts.get(`${uuid}:${type}`),
+      setDraft: (uuid, type, draft) => drafts.set(`${uuid}:${type}`, draft),
+      removeDraft: (uuid, type) => drafts.delete(`${uuid}:${type}`)
+    }
+  }
+})
+vi.mock('@main/stores/conversation', () => ({ useConversationStore: () => store }))
+vi.mock('@main/api', () => ({ default: api }))
+
+let scopes
+const settle = async () => {
+  await nextTick()
+  await vi.advanceTimersByTimeAsync(600)
+}
+const openDraft = () => {
+  const scope = effectScope()
+  scopes.push(scope)
+  const uuid = ref('conversation-a')
+  const type = ref('reply')
+  const draft = scope.run(() => useDraftManager(uuid, type))
+  return { ...draft, uuid, type }
+}
+
+beforeEach(() => {
+  vi.useFakeTimers()
+  vi.clearAllMocks()
+  drafts.clear()
+  scopes = []
+})
+afterEach(() => {
+  scopes.forEach(scope => scope.stop())
+  vi.useRealTimers()
+})
+
+describe('reply draft recipients', () => {
+  it('restores recipient edits with the body after remount', async () => {
+    const draft = openDraft()
+    await settle()
+    draft.htmlContent.value = '<p>Keep this reply.</p>'
+    draft.recipients.value = { to: 'other@example.com', cc: '', bcc: 'audit@example.com', send_from: 'alias@example.com' }
+    await settle()
+    const restored = openDraft()
+    await settle()
+    expect(restored.htmlContent.value).toBe('<p>Keep this reply.</p>')
+    expect(restored.recipients.value).toEqual(draft.recipients.value)
+    expect(api.saveDraft).toHaveBeenCalledTimes(1)
+  })
+
+  it('preserves an explicitly removed recipient without message text', async () => {
+    const draft = openDraft()
+    await settle()
+    draft.recipients.value = { cc: '' }
+    await settle()
+    expect(drafts.get('conversation-a:reply').meta.recipients).toEqual({ cc: '' })
+    expect(api.deleteDraft).not.toHaveBeenCalled()
+  })
+
+  it('isolates recipients across conversations and private notes', async () => {
+    const draft = openDraft()
+    await settle()
+    draft.recipients.value = { bcc: 'audit@example.com' }
+    draft.type.value = 'private_note'
+    await settle()
+    expect(draft.recipients.value).toEqual({})
+    draft.htmlContent.value = '<p>Private note</p>'
+    await settle()
+    expect(drafts.get('conversation-a:private_note').meta).not.toHaveProperty('recipients')
+    draft.type.value = 'reply'
+    await settle()
+    expect(draft.recipients.value).toEqual({ bcc: 'audit@example.com' })
+    draft.uuid.value = 'conversation-b'
+    await settle()
+    expect(draft.recipients.value).toEqual({})
+    draft.recipients.value = { to: 'second@example.com' }
+    draft.uuid.value = 'conversation-a'
+    await settle()
+    expect(draft.recipients.value).toEqual({ bcc: 'audit@example.com' })
+    expect(drafts.get('conversation-b:reply').meta.recipients).toEqual({ to: 'second@example.com' })
+  })
+
+  it('clears recipients after a successful send without resurrecting the draft', async () => {
+    const draft = openDraft()
+    await settle()
+    draft.recipients.value = { to: '', cc: 'copy@example.com' }
+    await settle()
+    draft.clearDraft()
+    await settle()
+    expect(draft.recipients.value).toEqual({})
+    expect(drafts.size).toBe(0)
+    expect(api.deleteDraft).toHaveBeenCalledTimes(1)
+  })
+
+  it('loads older drafts and ignores malformed recipient metadata', async () => {
+    drafts.set('conversation-a:reply', { content: '<p>Older draft</p>', meta: {} })
+    const draft = openDraft()
+    await settle()
+    expect(draft.recipients.value).toEqual({})
+    drafts.set('conversation-b:reply', { content: '<p>Reply</p>', meta: { recipients: { to: [], cc: '', bcc: null, extra: 'ignored' } } })
+    draft.uuid.value = 'conversation-b'
+    await settle()
+    expect(draft.recipients.value).toEqual({ cc: '' })
+  })
+})
diff --git a/frontend/apps/main/src/features/admin/inbox/WidgetCampaigns.vue b/frontend/apps/main/src/features/admin/inbox/WidgetCampaigns.vue
index 85768e5b..ffb0e9f7 100644
--- a/frontend/apps/main/src/features/admin/inbox/WidgetCampaigns.vue
+++ b/frontend/apps/main/src/features/admin/inbox/WidgetCampaigns.vue
@@ -102,8 +102,8 @@ const businessHours = ref([])
 const error = ref('')
 const pendingDelete = ref(null)
 const stats = ref([])
-const from = ref(new Date(Date.now() - 30 * 86400000).toISOString().slice(0, 10))
-const to = ref(new Date().toISOString().slice(0, 10))
+const from = ref('')
+const to = ref('')
 const brandSenderName = computed(() => props.brandName.trim() || t('widget.brandBot'))
 const campaignEventExample = computed(
   () => `window.Libredesk.trackEvent(${JSON.stringify(campaign.value?.event || 'pricing_viewed')})`
@@ -286,13 +286,24 @@ const refreshStats = async () => {
 
 onMounted(async () => {
   try {
-    const response = await api.getAllBusinessHours()
+    const [response, settingsResponse] = await Promise.all([
+      api.getAllBusinessHours(),
+      api.getSettings('general')
+    ])
     const data = response.data.data
     businessHours.value = data.results || data
+    const dateFormat = new Intl.DateTimeFormat('en-CA', {
+      timeZone: settingsResponse.data.data['app.timezone'] || 'UTC',
+      year: 'numeric',
+      month: '2-digit',
+      day: '2-digit'
+    })
+    from.value = dateFormat.format(new Date(Date.now() - 30 * 86400000))
+    to.value = dateFormat.format(new Date())
+    await refreshStats()
   } catch (err) {
     error.value = handleHTTPError(err).message
   }
-  await refreshStats()
 })
 </script>
 
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/conversation/ReplyBox.vue b/frontend/apps/main/src/features/conversation/ReplyBox.vue
index a4624a4d..53fe0269 100644
--- a/frontend/apps/main/src/features/conversation/ReplyBox.vue
+++ b/frontend/apps/main/src/features/conversation/ReplyBox.vue
@@ -332,7 +332,8 @@ const {
   clearDraft,
   loadedAttachments,
   loadedMacroActions,
-  loadedMacroID
+  loadedMacroID,
+  recipients
 } = useDraftManager(currentConversationUUID, messageType, mediaFiles)
 
 // Rest of existing state
@@ -340,11 +341,19 @@ const isEditorFullscreen = ref(false)
 const isMinimized = ref(false)
 const isSending = ref(false)
 const isGenerating = ref(false)
-const to = ref('')
-const cc = ref('')
-const bcc = ref('')
-const sendFrom = ref('')
-const senderPickedFor = ref(null)
+const recipientField = (field, defaultValue) => computed({
+  get: () => recipients.value[field] ?? defaultValue(),
+  set: (value) => { recipients.value = { ...recipients.value, [field]: value } }
+})
+const to = recipientField('to', () => conversationStore.currentTo?.join(', ') || '')
+const cc = recipientField('cc', () => conversationStore.currentCC?.join(', ') || '')
+const bcc = recipientField('bcc', () => conversationStore.currentBCC?.join(', ') || '')
+const sendFrom = computed({
+  get: () => conversationStore.currentFromOptions.includes(recipients.value.send_from)
+    ? recipients.value.send_from
+    : conversationStore.currentFrom || '',
+  set: (value) => { recipients.value = { ...recipients.value, send_from: value } }
+})
 const showCc = ref(false)
 const showBcc = ref(false)
 const emailErrors = ref([])
@@ -720,22 +729,8 @@ watch(
 
 const pickSender = (value) => {
   sendFrom.value = value
-  senderPickedFor.value = currentConversationUUID.value
 }
 
-// Keep the agent's own sender pick while it is still allowed, since currentFrom changes whenever a new message arrives.
-watch(
-  [currentConversationUUID, () => conversationStore.currentFrom],
-  ([uuid, value], [previousUUID] = []) => {
-    if (uuid !== previousUUID) senderPickedFor.value = null
-    const picked =
-      senderPickedFor.value === uuid &&
-      conversationStore.currentFromOptions.includes(sendFrom.value)
-    if (!picked) sendFrom.value = value || ''
-  },
-  { immediate: true }
-)
-
 // Reset first so a loaded draft never inherits the previous conversation's macro (drafts store no message_content).
 watch(
   [loadedMacroID, loadedMacroActions],
@@ -760,31 +755,22 @@ watch(
   { deep: true }
 )
 
-// Initialize to, cc, and bcc fields with the current conversation's values.
 watch(
-  () => conversationStore.currentCC,
-  (newVal) => {
-    cc.value = newVal?.join(', ') || ''
-    showCc.value = cc.value.length > 0
-  },
-  { deep: true, immediate: true }
-)
-
-watch(
-  () => conversationStore.currentTo,
-  (newVal) => {
-    to.value = newVal?.join(', ') || ''
+  [isDraftLoading, cc],
+  ([loading, value], [wasLoading] = []) => {
+    if (loading) return
+    if (wasLoading || value.length > 0) showCc.value = value.length > 0
   },
   { immediate: true }
 )
 
 watch(
-  () => conversationStore.currentBCC,
-  (newVal) => {
-    bcc.value = newVal?.join(', ') || ''
-    showBcc.value = bcc.value.length > 0
+  [isDraftLoading, bcc],
+  ([loading, value], [wasLoading] = []) => {
+    if (loading) return
+    if (wasLoading || value.length > 0) showBcc.value = value.length > 0
   },
-  { deep: true, immediate: true }
+  { immediate: true }
 )
 
 // Media files and macro state are restored per draft by the draft manager; resetting here would race ahead of the save and drop them.
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/i18n/en-US.json b/i18n/en-US.json
index cc3ee388..1036e9f8 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} exactly once.",
   "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 52dc0d11..5dd56888 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"`
@@ -1956,6 +1958,23 @@ 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 a77dab11..bf6a0d41 100644
--- a/internal/conversation/queries.sql
+++ b/internal/conversation/queries.sql
@@ -915,6 +915,13 @@ 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..a9ba99a3 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 != 1 {
+		return "", fmt.Errorf("outgoing template rendered the reply %d times, expected once", contentCount)
+	}
 	return rendered.String(), nil
 }
 
@@ -215,3 +227,43 @@ func personData(person umodels.User) map[string]any {
 		"Email":     person.Email.String,
 	}
 }
+
+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 00e3a14e..7058b8ca 100644
--- a/internal/template/template.go
+++ b/internal/template/template.go
@@ -8,6 +8,7 @@ import (
 	"fmt"
 	"html/template"
 	"sync"
+	texttemplate "text/template"
 
 	"github.com/abhinavxd/libredesk/internal/dbutil"
 	"github.com/abhinavxd/libredesk/internal/envelope"
@@ -64,8 +65,14 @@ 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 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)
 	}
@@ -77,10 +84,13 @@ 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)
@@ -182,3 +192,15 @@ 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..ab32bf80 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 +10,133 @@ 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 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 {
+		t.Fatalf("rejected edit changed template: %+v, %v", stored, 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
+		ok   bool
+	}{
+		{valid.Body, nil, true},
+		{`{{template "content" .}}`, nil, true},
+		{`{{- template "content" . -}}`, nil, true},
+		{`{{ define "wrapper" }}{{ template "content" . }}{{ end }}{{ template "wrapper" . }}`, nil, true},
+		{`{{ if .Show }}{{ template "content" . }}{{ end }}`, map[string]any{"Show": true}, true},
+		{`{{ if .Show }}{{ template "content" . }}{{ end }}`, map[string]any{"Show": false}, false},
+		{conditional, map[string]any{"Show": true}, true},
+		{conditional, map[string]any{"Show": false}, true},
+		{`{{ template "content" . }}{{ template "content" . }}`, nil, false},
+		{`{{ range . }}{{ template "content" . }}{{ end }}`, []string{}, false},
+		{`{{ range . }}{{ template "content" . }}{{ end }}`, []string{"first", "second"}, false},
+		{`{{ define "wrapper" }}{{ template "content" . }}{{ end }}{{ template "wrapper" . }}{{ template "wrapper" . }}`, nil, false},
+		{`<p>Previously saved layout without a reply</p>`, nil, false},
+	} {
+		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.ok {
+				if err != nil || strings.Count(got, reply) != 1 {
+					t.Fatalf("reply was lost or repeated: %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';