diff --git a/AGENTS.md b/AGENTS.md
index 6c144085..a30d7d41 100644
--- a/AGENTS.md
+++ b/AGENTS.md
@@ -111,6 +111,8 @@ make docker
 
 ## Deployment Notes
 
+- Production deployment target: SSH host alias `server.gaozong`, deployment directory `/home/rogee/services/gochat`.
+- Production updates must not be deployed without the user's explicit authorization for that deployment. Testing, validation, or build success does not imply deployment authorization.
 - The production `Dockerfile` (in `deploy/docker/`) uses repo root as build context and `COPY backend/` for sources. When adding files the image needs, place them under `backend/` or update the COPY directives.
 - `docker-compose*.yml` files in `deploy/docker/` use `context: ../..` (repo root) and `dockerfile: deploy/docker/Dockerfile`.
 
diff --git a/backend/internal/auth/jwt.go b/backend/internal/auth/jwt.go
index 7329baaf..cbc25257 100644
--- a/backend/internal/auth/jwt.go
+++ b/backend/internal/auth/jwt.go
@@ -62,8 +62,8 @@ func (s *JWTService) GenerateTokenPair(user *model.User, accountID uint, role st
 func (s *JWTService) GenerateTokenPairForClient(user *model.User, accountID uint, role, clientID string) (*TokenPair, error) {
 	userType := "user"
 	typeValue := strings.ToLower(strings.ReplaceAll(strings.TrimSpace(user.Type), "_", ""))
-	if user.Role == "super_admin" || role == "super_admin" || typeValue == "superadmin" {
-		userType = "super_admin"
+	if user.Role == RoleSuperAdmin || role == RoleSuperAdmin || typeValue == "superadmin" {
+		userType = RoleSuperAdmin
 	}
 
 	// Access Token
diff --git a/backend/internal/auth/oidc.go b/backend/internal/auth/oidc.go
index 12a772ce..4ee9f16d 100644
--- a/backend/internal/auth/oidc.go
+++ b/backend/internal/auth/oidc.go
@@ -700,23 +700,23 @@ func (s *OIDCService) mapClaimsToUserInfo(claims map[string]interface{}, setting
 // MapOIDCGroupsToRoles maps OIDC groups/roles to GoChat roles.
 func (s *OIDCService) MapOIDCGroupsToRoles(settings *model.AccountOIDCSettings, groups []string) string {
 	if len(settings.RoleMappings) == 0 {
-		return "agent" // default role
+		return RoleAgent // default role
 	}
 
 	var mappings map[string]string
 	if err := json.Unmarshal(settings.RoleMappings, &mappings); err != nil {
 		applogger.L().Warnf("Invalid OIDC role mappings JSON: %v", err)
-		return "agent"
+		return RoleAgent
 	}
 
 	rolePriority := map[string]int{
-		"administrator": 4,
-		"admin":         3,
-		"supervisor":    2,
-		"agent":         1,
+		RoleAdministrator: 4,
+		"admin":           3,
+		"supervisor":      2,
+		RoleAgent:         1,
 	}
 
-	bestRole := "agent"
+	bestRole := RoleAgent
 	bestPriority := 1
 
 	for _, group := range groups {
diff --git a/backend/internal/auth/permission.go b/backend/internal/auth/permission.go
index 2dd58981..9665f422 100644
--- a/backend/internal/auth/permission.go
+++ b/backend/internal/auth/permission.go
@@ -10,64 +10,64 @@ type Permission string
 // Reference: Chatwoot's Pundit policies → GoChat flat permission constants
 const (
 	// Account permissions
-	PermAccountCreate    Permission = "account:create"
-	PermAccountRead      Permission = "account:read"
-	PermAccountUpdate    Permission = "account:update"
-	PermAccountDelete    Permission = "account:delete"
+	PermAccountCreate      Permission = "account:create"
+	PermAccountRead        Permission = "account:read"
+	PermAccountUpdate      Permission = "account:update"
+	PermAccountDelete      Permission = "account:delete"
 	PermAccountManageUsers Permission = "account:manage_users"
 
 	// Inbox permissions
-	PermInboxCreate  Permission = "inbox:create"
-	PermInboxRead    Permission = "inbox:read"
-	PermInboxUpdate  Permission = "inbox:update"
-	PermInboxDelete  Permission = "inbox:delete"
+	PermInboxCreate Permission = "inbox:create"
+	PermInboxRead   Permission = "inbox:read"
+	PermInboxUpdate Permission = "inbox:update"
+	PermInboxDelete Permission = "inbox:delete"
 
 	// Conversation permissions
-	PermConversationRead      Permission = "conversation:read"
-	PermConversationCreate    Permission = "conversation:create"
-	PermConversationUpdate    Permission = "conversation:update"
-	PermConversationAssign    Permission = "conversation:assign"
-	PermConversationResolve   Permission = "conversation:resolve"
-	PermConversationDelete    Permission = "conversation:delete"
+	PermConversationRead         Permission = "conversation:read"
+	PermConversationCreate       Permission = "conversation:create"
+	PermConversationUpdate       Permission = "conversation:update"
+	PermConversationAssign       Permission = "conversation:assign"
+	PermConversationResolve      Permission = "conversation:resolve"
+	PermConversationDelete       Permission = "conversation:delete"
 	PermConversationManageLabels Permission = "conversation:manage_labels"
 
 	// Message permissions
-	PermMessageRead    Permission = "message:read"
-	PermMessageCreate  Permission = "message:create"
-	PermMessageUpdate  Permission = "message:update"
-	PermMessageDelete  Permission = "message:delete"
+	PermMessageRead   Permission = "message:read"
+	PermMessageCreate Permission = "message:create"
+	PermMessageUpdate Permission = "message:update"
+	PermMessageDelete Permission = "message:delete"
 
 	// Contact permissions
-	PermContactCreate  Permission = "contact:create"
-	PermContactRead    Permission = "contact:read"
-	PermContactUpdate  Permission = "contact:update"
-	PermContactDelete  Permission = "contact:delete"
-	PermContactMerge   Permission = "contact:merge"
-	PermContactExport   Permission = "contact:export"
+	PermContactCreate Permission = "contact:create"
+	PermContactRead   Permission = "contact:read"
+	PermContactUpdate Permission = "contact:update"
+	PermContactDelete Permission = "contact:delete"
+	PermContactMerge  Permission = "contact:merge"
+	PermContactExport Permission = "contact:export"
 
 	// Report permissions
-	PermReportRead     Permission = "report:read"
-	PermReportExport    Permission = "report:export"
+	PermReportRead   Permission = "report:read"
+	PermReportExport Permission = "report:export"
 
 	// Automation permissions
-	PermAutomationCreate  Permission = "automation:create"
-	PermAutomationRead    Permission = "automation:read"
-	PermAutomationUpdate  Permission = "automation:update"
-	PermAutomationDelete  Permission = "automation:delete"
+	PermAutomationCreate Permission = "automation:create"
+	PermAutomationRead   Permission = "automation:read"
+	PermAutomationUpdate Permission = "automation:update"
+	PermAutomationDelete Permission = "automation:delete"
 
 	// Team permissions
-	PermTeamCreate  Permission = "team:create"
-	PermTeamRead    Permission = "team:read"
-	PermTeamUpdate  Permission = "team:update"
-	PermTeamDelete  Permission = "team:delete"
+	PermTeamCreate Permission = "team:create"
+	PermTeamRead   Permission = "team:read"
+	PermTeamUpdate Permission = "team:update"
+	PermTeamDelete Permission = "team:delete"
 
 	// Captain AI permissions (Enterprise 🔒)
 	PermCaptainRead   Permission = "captain:read"
-	PermCaptainManage  Permission = "captain:manage"
-	PermCopilotUse     Permission = "copilot:use"
+	PermCaptainManage Permission = "captain:manage"
+	PermCopilotUse    Permission = "copilot:use"
 
 	// Super admin permissions
-	PermSuperAdminAll Permission = "super_admin:all"
+	PermSuperAdminAll  Permission = "super_admin:all"
 	PermPlatformManage Permission = "platform:manage"
 )
 
@@ -76,10 +76,10 @@ const (
 type Role string
 
 const (
-	RoleSuperAdmin    Role = "super_admin"
-	RoleAdministrator Role = "administrator"
-	RoleAgent         Role = "agent"
-	RoleCustom        Role = "custom" // Enterprise 🔒
+	RoleSuperAdmin    = "super_admin"
+	RoleAdministrator = "administrator"
+	RoleAgent         = "agent"
+	RoleCustom        = "custom_role" // Enterprise 🔒
 )
 
 // PermissionMatrix defines which roles have which permissions.
@@ -188,4 +188,4 @@ func GetPermissions(role Role) []Permission {
 		return []Permission{}
 	}
 	return perms
-}
\ No newline at end of file
+}
diff --git a/backend/internal/auth/policy.go b/backend/internal/auth/policy.go
index c8a4413a..9ad3f2d4 100644
--- a/backend/internal/auth/policy.go
+++ b/backend/internal/auth/policy.go
@@ -132,9 +132,9 @@ type PolicyContext struct {
 }
 
 // NewPolicyContext creates a PolicyContext from the given parameters.
-// For "administrator" role, all permissions are set to "full".
-// For "agent" role, agent default permissions are applied.
-// For "custom_role" role, the provided permissions matrix is used.
+// For RoleAdministrator, all permissions are set to "full".
+// For RoleAgent, agent default permissions are applied.
+// For RoleCustom, the provided permissions matrix is used.
 func NewPolicyContext(userID, accountID uint, role string, customRoleID uint, permissions PermissionMatrixMap) *PolicyContext {
 	pc := &PolicyContext{
 		UserID:       userID,
@@ -144,17 +144,17 @@ func NewPolicyContext(userID, accountID uint, role string, customRoleID uint, pe
 		Permissions:  permissions,
 	}
 
-	if role == "agent" && customRoleID > 0 {
-		pc.Role = "custom_role"
+	if role == RoleAgent && customRoleID > 0 {
+		pc.Role = RoleCustom
 	}
 
 	// Apply role-based defaults
 	switch pc.Role {
-	case "administrator":
+	case RoleAdministrator:
 		pc.Permissions = AdministratorPermissions
-	case "agent":
+	case RoleAgent:
 		pc.Permissions = AgentDefaultPermissions
-	case "custom_role":
+	case RoleCustom:
 		// Use only the provided permissions matrix (from CustomRole). A missing
 		// matrix means no permissions; callers must not widen it to agent access.
 		if pc.Permissions == nil {
@@ -167,17 +167,17 @@ func NewPolicyContext(userID, accountID uint, role string, customRoleID uint, pe
 
 // IsAdministrator returns true if the role is administrator.
 func (pc *PolicyContext) IsAdministrator() bool {
-	return pc.Role == "administrator"
+	return pc.Role == RoleAdministrator
 }
 
 // IsAgent returns true if the role is agent.
 func (pc *PolicyContext) IsAgent() bool {
-	return pc.Role == "agent" && pc.CustomRoleID == 0
+	return pc.Role == RoleAgent && pc.CustomRoleID == 0
 }
 
 // IsCustomRole returns true if the role is a custom (enterprise) role.
 func (pc *PolicyContext) IsCustomRole() bool {
-	return pc.Role == "custom_role" || (pc.Role == "agent" && pc.CustomRoleID > 0)
+	return pc.Role == RoleCustom || (pc.Role == RoleAgent && pc.CustomRoleID > 0)
 }
 
 // Can checks whether the current user is authorized for an action on a resource.
@@ -190,22 +190,22 @@ func (pc *PolicyContext) IsCustomRole() bool {
 //   - "create" → requires PermissionFull on the corresponding manage dimension
 //   - "update" → requires PermissionFull on the corresponding manage dimension
 //
-// For "administrator" role, Can() always returns true.
-// For "agent" role, Can() checks against AgentDefaultPermissions.
-// For "custom_role", Can() checks the provided PermissionMatrix.
+// For RoleAdministrator, Can() always returns true.
+// For RoleAgent, Can() checks against AgentDefaultPermissions.
+// For RoleCustom, Can() checks the provided PermissionMatrix.
 
 func (pc *PolicyContext) Can(action, resource string) bool {
 	// Administrator and super_admin always have full access
-	if pc.IsAdministrator() || pc.Role == "super_admin" {
+	if pc.IsAdministrator() || pc.Role == RoleSuperAdmin {
 		return true
 	}
 
 	// Apply default permissions if not explicitly set
 	if pc.Permissions == nil {
 		switch pc.Role {
-		case "administrator":
+		case RoleAdministrator:
 			pc.Permissions = AdministratorPermissions
-		case "agent":
+		case RoleAgent:
 			pc.Permissions = AgentDefaultPermissions
 		default:
 			return false
diff --git a/backend/internal/auth/sso_middleware.go b/backend/internal/auth/sso_middleware.go
index 12f667e1..88c88e02 100644
--- a/backend/internal/auth/sso_middleware.go
+++ b/backend/internal/auth/sso_middleware.go
@@ -163,14 +163,14 @@ func (m *SSOMiddleware) AuthenticateOIDC(ctx context.Context, state, code string
 	}
 
 	result := &SSOAuthResult{
-		Provider:      SSOProviderOIDC,
-		AccountID:     oidcState.AccountID,
-		Email:         oidcUserInfo.Email,
-		Name:          oidcUserInfo.Name,
-		FirstName:     oidcUserInfo.FirstName,
-		LastName:      oidcUserInfo.LastName,
-		Subject:       oidcUserInfo.Subject, // OIDC sub claim
-		Groups:        oidcUserInfo.Groups,
+		Provider:  SSOProviderOIDC,
+		AccountID: oidcState.AccountID,
+		Email:     oidcUserInfo.Email,
+		Name:      oidcUserInfo.Name,
+		FirstName: oidcUserInfo.FirstName,
+		LastName:  oidcUserInfo.LastName,
+		Subject:   oidcUserInfo.Subject, // OIDC sub claim
+		Groups:    oidcUserInfo.Groups,
 	}
 
 	// Map OIDC groups to GoChat role
@@ -178,7 +178,7 @@ func (m *SSOMiddleware) AuthenticateOIDC(ctx context.Context, state, code string
 	if oidcSettings != nil {
 		result.Role = m.oidcService.MapOIDCGroupsToRoles(oidcSettings, oidcUserInfo.Groups)
 	} else {
-		result.Role = "agent"
+		result.Role = RoleAgent
 	}
 
 	// Look up existing GoChat user by email
@@ -386,4 +386,4 @@ func (m *SSOMiddleware) ensureAccountMembership(ctx context.Context, userID, acc
 	} else {
 		applogger.L().Infof("Added user %d to account %d with role %s", userID, accountID, role)
 	}
-}
\ No newline at end of file
+}
diff --git a/backend/internal/autoassignment/service.go b/backend/internal/autoassignment/service.go
index 30af98e2..f51d043f 100644
--- a/backend/internal/autoassignment/service.go
+++ b/backend/internal/autoassignment/service.go
@@ -22,6 +22,7 @@ import (
 	"strings"
 	"time"
 
+	"github.com/gochat/gochat/internal/auth"
 	"github.com/gochat/gochat/internal/model"
 	"github.com/gochat/gochat/internal/repository"
 	applogger "github.com/gochat/gochat/pkg/logger"
@@ -326,7 +327,7 @@ func (s *AssignmentService) getEligibleAgents(ctx context.Context, inboxID uint,
 		Joins("JOIN users ON users.id = inbox_members.user_id").
 		Joins("JOIN account_users ON account_users.user_id = inbox_members.user_id AND account_users.account_id = ?", accountID).
 		Where("inbox_members.inbox_id = ? AND inbox_members.deleted_at IS NULL AND users.deleted_at IS NULL AND account_users.deleted_at IS NULL AND users.available = ? AND users.active = ? AND account_users.role IN ?",
-			inboxID, true, true, []string{"agent", "administrator"})
+			inboxID, true, true, []string{auth.RoleAgent, auth.RoleAdministrator})
 	if teamID != nil {
 		query = query.
 			Joins("JOIN team_members ON team_members.user_id = inbox_members.user_id AND team_members.team_id = ? AND team_members.deleted_at IS NULL", *teamID).
diff --git a/backend/internal/automation/macro_service.go b/backend/internal/automation/macro_service.go
index 64e37a16..b69e6cea 100644
--- a/backend/internal/automation/macro_service.go
+++ b/backend/internal/automation/macro_service.go
@@ -7,6 +7,7 @@ import (
 	"strconv"
 	"strings"
 
+	"github.com/gochat/gochat/internal/auth"
 	"github.com/gochat/gochat/internal/model"
 	"github.com/gochat/gochat/internal/worker"
 	applogger "github.com/gochat/gochat/pkg/logger"
@@ -428,7 +429,7 @@ func (s *MacroService) CanAccess(macro *Macro, userID uint, role string, action
 	}
 	if action == "update" || action == "destroy" {
 		if macro.Visibility == MacroVisibilityGlobal {
-			return role == "administrator" || role == "super_admin"
+			return role == auth.RoleAdministrator || role == auth.RoleSuperAdmin
 		}
 		return macro.CreatedByID == userID
 	}
diff --git a/backend/internal/channel/event.go b/backend/internal/channel/event.go
index d9b7a378..3cda033c 100644
--- a/backend/internal/channel/event.go
+++ b/backend/internal/channel/event.go
@@ -1,5 +1,7 @@
 package channel
 
+const EventOriginShangwutongConnector = "shangwutong.connector"
+
 // EventType defines channel lifecycle and messaging events.
 // Reference: P2D §8 + Chatwoot Dispatcher + Listener event-driven architecture
 // These events are published to the Event Bus for cross-module propagation.
@@ -71,6 +73,8 @@ type ChannelEvent struct {
 	ConversationID uint                   `json:"conversation_id,omitempty"`
 	ContactID      uint                   `json:"contact_id,omitempty"`
 	UserID         uint                   `json:"user_id,omitempty"`
+	Origin         string                 `json:"origin,omitempty"`
+	OriginEventID  string                 `json:"origin_event_id,omitempty"`
 	Data           map[string]interface{} `json:"data"`
 	Timestamp      int64                  `json:"timestamp"`
 }
diff --git a/backend/internal/handler/api/v1/audit_handler.go b/backend/internal/handler/api/v1/audit_handler.go
index aaa0a634..4aaa0ec7 100644
--- a/backend/internal/handler/api/v1/audit_handler.go
+++ b/backend/internal/handler/api/v1/audit_handler.go
@@ -6,6 +6,7 @@ import (
 
 	"github.com/gin-gonic/gin"
 
+	"github.com/gochat/gochat/internal/auth"
 	"github.com/gochat/gochat/internal/model"
 	"github.com/gochat/gochat/internal/service"
 	applogger "github.com/gochat/gochat/pkg/logger"
@@ -100,7 +101,7 @@ func RegisterAuditRoutes(rg *gin.RouterGroup, h *AuditHandler) {
 
 func isAuditAdmin(c *gin.Context) bool {
 	role := getRole(c)
-	return role == "administrator" || role == "super_admin"
+	return role == auth.RoleAdministrator || role == auth.RoleSuperAdmin
 }
 
 func parseAuditPage(raw string) int {
diff --git a/backend/internal/handler/api/v1/captain_custom_tool_handler.go b/backend/internal/handler/api/v1/captain_custom_tool_handler.go
index 55687954..676bb3d1 100644
--- a/backend/internal/handler/api/v1/captain_custom_tool_handler.go
+++ b/backend/internal/handler/api/v1/captain_custom_tool_handler.go
@@ -5,6 +5,7 @@ import (
 	"net/http"
 
 	"github.com/gin-gonic/gin"
+	"github.com/gochat/gochat/internal/auth"
 	"github.com/gochat/gochat/internal/model"
 	"github.com/gochat/gochat/internal/service"
 	applogger "github.com/gochat/gochat/pkg/logger"
@@ -247,7 +248,7 @@ func (h *CaptainCustomToolHandler) ensureCustomToolsEnabled(c *gin.Context, acco
 
 func (h *CaptainCustomToolHandler) ensureCustomToolAdmin(c *gin.Context) bool {
 	if role, exists := c.Get("role"); exists {
-		if role == "administrator" || role == "super_admin" {
+		if role == auth.RoleAdministrator || role == auth.RoleSuperAdmin {
 			return true
 		}
 		c.JSON(http.StatusForbidden, gin.H{"error": "You are not authorized to do this action"})
@@ -293,5 +294,5 @@ func captainCustomToolPayload(c *gin.Context, tool *model.CaptainCustomTool) gin
 
 func captainCustomToolShowAuthConfig(c *gin.Context) bool {
 	role, exists := c.Get("role")
-	return exists && (role == "administrator" || role == "super_admin")
+	return exists && (role == auth.RoleAdministrator || role == auth.RoleSuperAdmin)
 }
diff --git a/backend/internal/handler/api/v1/captain_preference_handler.go b/backend/internal/handler/api/v1/captain_preference_handler.go
index c27152db..4d1a6abe 100644
--- a/backend/internal/handler/api/v1/captain_preference_handler.go
+++ b/backend/internal/handler/api/v1/captain_preference_handler.go
@@ -4,6 +4,7 @@ import (
 	"net/http"
 
 	"github.com/gin-gonic/gin"
+	"github.com/gochat/gochat/internal/auth"
 	"github.com/gochat/gochat/internal/service"
 	applogger "github.com/gochat/gochat/pkg/logger"
 	"github.com/gochat/gochat/pkg/response"
@@ -112,5 +113,5 @@ func (h *CaptainPreferenceHandler) Delete(c *gin.Context) {
 
 func captainPreferencesCanUpdate(c *gin.Context) bool {
 	role := getRole(c)
-	return role == "administrator" || role == "super_admin"
+	return role == auth.RoleAdministrator || role == auth.RoleSuperAdmin
 }
diff --git a/backend/internal/handler/api/v1/conversation_handler.go b/backend/internal/handler/api/v1/conversation_handler.go
index 00a725d9..e353354c 100644
--- a/backend/internal/handler/api/v1/conversation_handler.go
+++ b/backend/internal/handler/api/v1/conversation_handler.go
@@ -10,6 +10,7 @@ import (
 
 	"github.com/gin-gonic/gin"
 
+	"github.com/gochat/gochat/internal/auth"
 	"github.com/gochat/gochat/internal/llm"
 	"github.com/gochat/gochat/internal/middleware"
 	"github.com/gochat/gochat/internal/model"
@@ -470,7 +471,7 @@ func (h *ConversationHandler) UpdateLabels(c *gin.Context) {
 		handleServiceError(c, svcErr)
 		return
 	}
-	c.JSON(http.StatusOK, gin.H{"payload": gin.H{"conversationId": strconv.FormatUint(uint64(conversation.ID), 10), "labels": labelList(conversation.Labels)}})
+	c.JSON(http.StatusOK, gin.H{"payload": labelList(conversation.Labels)})
 }
 
 // GetLabels returns the labels assigned to a conversation.
@@ -1145,7 +1146,7 @@ func (h *ConversationHandler) canManageConversationInbox(ctx context.Context, ac
 	if err := h.conversationSvc.DB().WithContext(ctx).Where("account_id = ? AND user_id = ?", accountID, userID).First(&accountUser).Error; err != nil {
 		return false
 	}
-	if accountUser.Role == "administrator" {
+	if accountUser.Role == auth.RoleAdministrator {
 		return true
 	}
 	var count int64
diff --git a/backend/internal/handler/api/v1/conversation_handler_crud_test.go b/backend/internal/handler/api/v1/conversation_handler_crud_test.go
index a7121b17..dfd85499 100644
--- a/backend/internal/handler/api/v1/conversation_handler_crud_test.go
+++ b/backend/internal/handler/api/v1/conversation_handler_crud_test.go
@@ -1080,9 +1080,7 @@ func (s *ConversationCrudTestSuite) TestUpdateLabels_Success() {
 	var resp map[string]interface{}
 	err := json.Unmarshal(w.Body.Bytes(), &resp)
 	assert.NoError(s.T(), err)
-	payload := resp["payload"].(map[string]interface{})
-	assert.Equal(s.T(), strconv.FormatUint(uint64(s.testConv.ID), 10), payload["conversationId"])
-	assert.ElementsMatch(s.T(), []interface{}{"support", "bug"}, payload["labels"])
+	assert.ElementsMatch(s.T(), []interface{}{"support", "bug"}, resp["payload"])
 }
 
 func (s *ConversationCrudTestSuite) TestChatwootFrontendConversationLabelsRuntimeRoutes() {
@@ -1097,9 +1095,7 @@ func (s *ConversationCrudTestSuite) TestChatwootFrontendConversationLabelsRuntim
 	assert.Equal(s.T(), http.StatusOK, w.Code, w.Body.String())
 	var updateResp map[string]interface{}
 	s.Require().NoError(json.Unmarshal(w.Body.Bytes(), &updateResp))
-	updatePayload := updateResp["payload"].(map[string]interface{})
-	assert.Equal(s.T(), strconv.FormatUint(uint64(s.testConv.ID), 10), updatePayload["conversationId"])
-	assert.ElementsMatch(s.T(), []interface{}{"customer-success", "on-hold"}, updatePayload["labels"])
+	assert.ElementsMatch(s.T(), []interface{}{"customer-success", "on-hold"}, updateResp["payload"])
 
 	w = httptest.NewRecorder()
 	req, _ = http.NewRequest("GET", s.convURL(s.testConv.ID)+"/labels", nil)
diff --git a/backend/internal/handler/api/v1/conversation_serializer.go b/backend/internal/handler/api/v1/conversation_serializer.go
index 077580d7..39b13244 100644
--- a/backend/internal/handler/api/v1/conversation_serializer.go
+++ b/backend/internal/handler/api/v1/conversation_serializer.go
@@ -7,6 +7,7 @@ import (
 	"strings"
 	"time"
 
+	"github.com/gochat/gochat/internal/auth"
 	"github.com/gochat/gochat/internal/model"
 	channelmodel "github.com/gochat/gochat/internal/model/channel"
 	"github.com/gochat/gochat/internal/service"
@@ -721,7 +722,7 @@ func serializeUser(user *model.User, accountID uint) map[string]any {
 		"provider":            nonEmpty(user.Provider, "email"),
 		"available_name":      nonEmpty(user.DisplayName, user.Name),
 		"name":                user.Name,
-		"role":                nonEmpty(user.Role, "agent"),
+		"role":                nonEmpty(user.Role, auth.RoleAgent),
 		"thumbnail":           user.AvatarURL,
 		"type":                "user",
 	}
diff --git a/backend/internal/handler/api/v1/crm_serializer.go b/backend/internal/handler/api/v1/crm_serializer.go
index 81b4ce3c..4f95f773 100644
--- a/backend/internal/handler/api/v1/crm_serializer.go
+++ b/backend/internal/handler/api/v1/crm_serializer.go
@@ -2,9 +2,11 @@ package v1
 
 import (
 	"context"
+	"encoding/json"
 	"time"
 
 	"github.com/gochat/gochat/internal/model"
+	"gorm.io/datatypes"
 	"gorm.io/gorm"
 )
 
@@ -93,10 +95,39 @@ func serializeCompanyContact(ctx context.Context, db *gorm.DB, contact *model.Co
 }
 
 func serializeContactInbox(contactInbox *model.ContactInbox) map[string]any {
-	return map[string]any{
+	payload := map[string]any{
 		"source_id": contactInbox.SourceID,
 		"inbox":     serializeInboxSlim(&contactInbox.Inbox),
 	}
+	if contactInbox.Inbox.ChannelType == "shangwutong" {
+		if status := shangwutongContactNameStatus(contactInbox.ChannelMetadata); status != nil {
+			status["contact_inbox_id"] = contactInbox.ID
+			status["source_id"] = contactInbox.SourceID
+			payload["shangwutong_contact_name_operation"] = status
+		}
+	}
+	return payload
+}
+
+func shangwutongContactNameStatus(metadata datatypes.JSON) map[string]any {
+	var values map[string]any
+	if len(metadata) == 0 || json.Unmarshal(metadata, &values) != nil {
+		return nil
+	}
+	state, ok := values["swt_contact_name_operation"].(map[string]any)
+	if !ok {
+		return nil
+	}
+	status := map[string]any{}
+	for _, key := range []string{"event_id", "operation", "status", "error_code", "error_message", "updated_at"} {
+		if value, exists := state[key]; exists {
+			status[key] = value
+		}
+	}
+	if len(status) == 0 {
+		return nil
+	}
+	return status
 }
 
 func serializeContactInboxShell(ctx context.Context, db *gorm.DB, contactInbox *model.ContactInbox) map[string]any {
diff --git a/backend/internal/handler/api/v1/custom_role_handler.go b/backend/internal/handler/api/v1/custom_role_handler.go
index 9a7f70d0..536406d9 100644
--- a/backend/internal/handler/api/v1/custom_role_handler.go
+++ b/backend/internal/handler/api/v1/custom_role_handler.go
@@ -5,6 +5,7 @@ import (
 
 	"github.com/gin-gonic/gin"
 
+	"github.com/gochat/gochat/internal/auth"
 	"github.com/gochat/gochat/internal/model"
 	"github.com/gochat/gochat/internal/service"
 	"github.com/gochat/gochat/internal/ws"
@@ -234,7 +235,7 @@ func RegisterCustomRoleRoutes(rg *gin.RouterGroup, h *CustomRoleHandler) {
 
 func isCustomRoleAdmin(c *gin.Context) bool {
 	role := getRole(c)
-	return role == "administrator" || role == "super_admin"
+	return role == auth.RoleAdministrator || role == auth.RoleSuperAdmin
 }
 
 func serializeCustomRoles(roles []model.CustomRole) []gin.H {
diff --git a/backend/internal/handler/api/v1/inbox_handler.go b/backend/internal/handler/api/v1/inbox_handler.go
index defc904e..3bda5cef 100644
--- a/backend/internal/handler/api/v1/inbox_handler.go
+++ b/backend/internal/handler/api/v1/inbox_handler.go
@@ -9,6 +9,7 @@ import (
 	"strings"
 
 	"github.com/gin-gonic/gin"
+	"github.com/gochat/gochat/internal/auth"
 	"github.com/gochat/gochat/internal/model"
 	"github.com/gochat/gochat/internal/repository"
 	"github.com/gochat/gochat/internal/service"
@@ -67,7 +68,7 @@ func (h *InboxHandler) List(c *gin.Context) {
 		inboxes []model.Inbox
 		svcErr  error
 	)
-	if getRole(c) == "administrator" {
+	if getRole(c) == auth.RoleAdministrator {
 		inboxes, _, svcErr = h.svc.ListByAccount(c.Request.Context(), accountID, offset, perPage)
 	} else {
 		userID := getUserID(c)
@@ -995,5 +996,5 @@ func (h *InboxHandler) ResetSecret(c *gin.Context) {
 }
 
 func inboxSerializationAdmin(c *gin.Context) bool {
-	return getRole(c) == "administrator"
+	return getRole(c) == auth.RoleAdministrator
 }
diff --git a/backend/internal/handler/api/v1/inbox_member_handler.go b/backend/internal/handler/api/v1/inbox_member_handler.go
index 2a067458..7f797cbc 100644
--- a/backend/internal/handler/api/v1/inbox_member_handler.go
+++ b/backend/internal/handler/api/v1/inbox_member_handler.go
@@ -4,6 +4,7 @@ import (
 	"net/http"
 
 	"github.com/gin-gonic/gin"
+	"github.com/gochat/gochat/internal/auth"
 	"github.com/gochat/gochat/internal/model"
 	"github.com/gochat/gochat/internal/service"
 )
@@ -263,7 +264,7 @@ func serializeInboxMemberAgent(member model.InboxMember) gin.H {
 		role = member.Role
 	}
 	if role == "" {
-		role = "agent"
+		role = auth.RoleAgent
 	}
 	return gin.H{
 		"id":                  user.ID,
diff --git a/backend/internal/handler/api/v1/macro_handler.go b/backend/internal/handler/api/v1/macro_handler.go
index 1a119b21..be85724b 100644
--- a/backend/internal/handler/api/v1/macro_handler.go
+++ b/backend/internal/handler/api/v1/macro_handler.go
@@ -6,6 +6,7 @@ import (
 	"strings"
 
 	"github.com/gin-gonic/gin"
+	"github.com/gochat/gochat/internal/auth"
 	"github.com/gochat/gochat/internal/automation"
 	"github.com/gochat/gochat/internal/model"
 	"github.com/gochat/gochat/internal/service"
@@ -100,7 +101,7 @@ func (h *MacroHandler) Create(c *gin.Context) {
 	// set_visibility: Chatwoot forces visibility=personal if user role is agent
 	// Reference: Chatwoot macro.rb set_visibility — self.visibility = :personal if user.agent?
 	role := getRole(c)
-	if role == "agent" {
+	if role == auth.RoleAgent {
 		macro.Visibility = automation.MacroVisibilityPersonal
 	}
 
diff --git a/backend/internal/handler/api/v1/oidc_handler.go b/backend/internal/handler/api/v1/oidc_handler.go
index 7822c45a..56d76711 100644
--- a/backend/internal/handler/api/v1/oidc_handler.go
+++ b/backend/internal/handler/api/v1/oidc_handler.go
@@ -19,17 +19,17 @@ import (
 	"github.com/gochat/gochat/internal/config"
 	"github.com/gochat/gochat/internal/middleware"
 	"github.com/gochat/gochat/internal/model"
-	"github.com/gochat/gochat/pkg/response"
 	applogger "github.com/gochat/gochat/pkg/logger"
+	"github.com/gochat/gochat/pkg/response"
 )
 
 // OIDCHandler handles OIDC/OAuth2 enterprise authentication HTTP endpoints.
 type OIDCHandler struct {
-	oidcService    *auth.OIDCService
-	ssoMiddleware  *auth.SSOMiddleware
-	jwtService     *auth.JWTService
-	refreshStore   *auth.RefreshTokenStore
-	oidcCfg        *config.OIDCConfig
+	oidcService   *auth.OIDCService
+	ssoMiddleware *auth.SSOMiddleware
+	jwtService    *auth.JWTService
+	refreshStore  *auth.RefreshTokenStore
+	oidcCfg       *config.OIDCConfig
 }
 
 // NewOIDCHandler creates an OIDC handler with service dependencies.
@@ -240,12 +240,12 @@ func (h *OIDCHandler) Callback(c *gin.Context) {
 	c.JSON(http.StatusOK, response.APIResponse{
 		Success: true,
 		Data: gin.H{
-			"access_token": accessToken,
-			"user_id":      result.UserID,
-			"account_id":   result.AccountID,
-			"role":         result.Role,
-			"provider":     string(result.Provider),
-			"session_id":   sessionID,
+			"access_token":     accessToken,
+			"user_id":          result.UserID,
+			"account_id":       result.AccountID,
+			"role":             result.Role,
+			"provider":         string(result.Provider),
+			"session_id":       sessionID,
 			"auto_provisioned": result.AutoProvision,
 		},
 	})
@@ -531,10 +531,10 @@ func RegisterOIDCRoutes(rg *gin.RouterGroup, handler *OIDCHandler, authMiddlewar
 
 		// Admin-only config management routes (require auth + administrator role)
 		configGroup := oidcGroup.Group("/config")
-		configGroup.Use(authMiddleware, middleware.RoleCheck("administrator"))
+		configGroup.Use(authMiddleware, middleware.RoleCheck(auth.RoleAdministrator))
 		{
 			configGroup.GET("", handler.GetConfig)
 			configGroup.PUT("", handler.UpdateConfig)
 		}
 	}
-}
\ No newline at end of file
+}
diff --git a/backend/internal/handler/api/v1/search_handler.go b/backend/internal/handler/api/v1/search_handler.go
index d57a1bfa..ca33fe33 100644
--- a/backend/internal/handler/api/v1/search_handler.go
+++ b/backend/internal/handler/api/v1/search_handler.go
@@ -8,6 +8,7 @@ import (
 	"github.com/gin-gonic/gin"
 	"gorm.io/gorm"
 
+	"github.com/gochat/gochat/internal/auth"
 	"github.com/gochat/gochat/internal/model"
 	"github.com/gochat/gochat/internal/search"
 	"github.com/gochat/gochat/pkg/response"
@@ -424,7 +425,7 @@ func serializeSearchConversationAgentModel(conv *model.Conversation) map[string]
 			"available_name": nonEmpty(conv.Assignee.DisplayName, conv.Assignee.Name),
 			"email":          conv.Assignee.Email,
 			"name":           conv.Assignee.Name,
-			"role":           nonEmpty(conv.Assignee.Role, "agent"),
+			"role":           nonEmpty(conv.Assignee.Role, auth.RoleAgent),
 		}
 	}
 	return map[string]any{}
diff --git a/backend/internal/handler/api/v1/shangwutong_connector_handler.go b/backend/internal/handler/api/v1/shangwutong_connector_handler.go
index ac539578..bcf7cfa3 100644
--- a/backend/internal/handler/api/v1/shangwutong_connector_handler.go
+++ b/backend/internal/handler/api/v1/shangwutong_connector_handler.go
@@ -1,6 +1,7 @@
 package v1
 
 import (
+	"context"
 	"encoding/base64"
 	"encoding/json"
 	"errors"
@@ -16,8 +17,10 @@ import (
 	channelmodel "github.com/gochat/gochat/internal/model/channel"
 	"github.com/gochat/gochat/internal/service"
 	"github.com/gochat/gochat/internal/worker"
+	"github.com/google/uuid"
 	"gorm.io/datatypes"
 	"gorm.io/gorm"
+	"gorm.io/gorm/clause"
 )
 
 type ShangwutongConnectorHandler struct {
@@ -49,8 +52,97 @@ func (h *ShangwutongConnectorHandler) UpdateContactMetadata(c *gin.Context) {
 		h.connectorError(c, http.StatusUnprocessableEntity, "invalid_contact_metadata", "cid is required", false)
 		return
 	}
+	var updated bool
+	err := h.db.WithContext(c.Request.Context()).Transaction(func(tx *gorm.DB) error {
+		var contactInbox model.ContactInbox
+		if err := tx.Clauses(clause.Locking{Strength: "UPDATE"}).Where("inbox_id = ? AND source_id = ?", inbox.ID, c.Param("source_id")).First(&contactInbox).Error; err != nil {
+			return err
+		}
+		metadata := map[string]any{}
+		if len(contactInbox.ChannelMetadata) > 0 {
+			if err := json.Unmarshal(contactInbox.ChannelMetadata, &metadata); err != nil {
+				return err
+			}
+		}
+		if metadata == nil {
+			metadata = map[string]any{}
+		}
+		if metadata["cid"] == request.CID {
+			return nil
+		}
+		metadata["cid"] = request.CID
+		encoded, err := json.Marshal(metadata)
+		if err != nil {
+			return err
+		}
+		if err := tx.Model(&contactInbox).Update("channel_metadata", encoded).Error; err != nil {
+			return err
+		}
+		updated = true
+		return nil
+	})
+	if err != nil {
+		if errors.Is(err, gorm.ErrRecordNotFound) {
+			h.connectorError(c, http.StatusNotFound, "not_found", "contact source not found", false)
+		} else {
+			var syntaxErr *json.SyntaxError
+			if errors.As(err, &syntaxErr) {
+				h.connectorError(c, http.StatusInternalServerError, "contact_metadata_invalid", "stored contact metadata is invalid", true)
+			} else {
+				h.connectorError(c, http.StatusInternalServerError, "contact_metadata_update_failed", "failed to update contact metadata", true)
+			}
+		}
+		return
+	}
+	c.JSON(http.StatusOK, gin.H{"updated": updated})
+}
+
+type shangwutongContactOperationStatusRequest struct {
+	EventID      string `json:"event_id"`
+	Operation    string `json:"operation"`
+	ContactID    uint   `json:"contact_id"`
+	Name         string `json:"name"`
+	Status       string `json:"status"`
+	ErrorCode    string `json:"error_code"`
+	ErrorMessage string `json:"error_message"`
+}
+
+func (h *ShangwutongConnectorHandler) UpdateContactOperationStatus(c *gin.Context) {
+	inbox, ok := h.authorizedInbox(c)
+	if !ok {
+		return
+	}
+	sourceID := strings.TrimSpace(c.Param("source_id"))
+	if sourceID == "" {
+		h.connectorError(c, http.StatusBadRequest, "invalid_source_id", "source_id is required", false)
+		return
+	}
+	var request shangwutongContactOperationStatusRequest
+	if err := c.ShouldBindJSON(&request); err != nil {
+		h.connectorError(c, http.StatusUnprocessableEntity, "invalid_contact_operation_status", "contact operation status is invalid", false)
+		return
+	}
+	request.EventID = strings.TrimSpace(request.EventID)
+	request.Operation = strings.TrimSpace(request.Operation)
+	request.Name = strings.TrimSpace(request.Name)
+	request.Status = strings.TrimSpace(request.Status)
+	request.ErrorCode = strings.TrimSpace(request.ErrorCode)
+	request.ErrorMessage = strings.TrimSpace(request.ErrorMessage)
+	if request.EventID == "" || request.Operation != "change_contact_name" || request.ContactID == 0 || !oneOf(request.Status, "succeeded", "failed", "uncertain") {
+		h.connectorError(c, http.StatusUnprocessableEntity, "invalid_contact_operation_status", "contact operation status is invalid", false)
+		return
+	}
+	if request.Name == "" || len(request.Name) > 255 || len(request.ErrorCode) > 128 || len(request.ErrorMessage) > 1024 || request.Status == "failed" && request.ErrorCode == "" {
+		h.connectorError(c, http.StatusUnprocessableEntity, "invalid_contact_operation_status", "contact operation error is invalid", false)
+		return
+	}
+	expectedKey := fmt.Sprintf("swt-contact-operation:%d:%s", inbox.ID, request.EventID)
+	if c.GetHeader("Idempotency-Key") != expectedKey {
+		h.connectorError(c, http.StatusUnprocessableEntity, "invalid_idempotency_key", "Idempotency-Key does not match event_id", false)
+		return
+	}
 	var contactInbox model.ContactInbox
-	if err := h.db.WithContext(c.Request.Context()).Where("inbox_id = ? AND source_id = ?", inbox.ID, c.Param("source_id")).First(&contactInbox).Error; err != nil {
+	if err := h.db.WithContext(c.Request.Context()).Preload("Contact").Where("inbox_id = ? AND source_id = ?", inbox.ID, sourceID).First(&contactInbox).Error; err != nil || contactInbox.Contact.ID == 0 || contactInbox.Contact.ID != request.ContactID || contactInbox.Contact.AccountID != inbox.AccountID {
 		h.connectorError(c, http.StatusNotFound, "not_found", "contact source not found", false)
 		return
 	}
@@ -61,21 +153,150 @@ func (h *ShangwutongConnectorHandler) UpdateContactMetadata(c *gin.Context) {
 			return
 		}
 	}
-	if metadata["cid"] == request.CID {
-		c.JSON(http.StatusOK, gin.H{"updated": false})
+	if metadata == nil {
+		metadata = map[string]any{}
+	}
+	existing, ok := metadata["swt_contact_name_operation"].(map[string]any)
+	if !ok {
+		h.connectorError(c, http.StatusConflict, "unknown_operation", "contact operation is not pending", false)
 		return
 	}
-	metadata["cid"] = request.CID
-	encoded, err := json.Marshal(metadata)
+	storedEventID, eventOK := classificationStateString(existing, "event_id")
+	storedOperation, operationOK := classificationStateString(existing, "operation")
+	storedName, nameOK := classificationStateString(existing, "name")
+	storedSourceID, sourceOK := classificationStateString(existing, "source_id")
+	storedAccountID, accountOK := classificationStateUint(existing, "account_id")
+	storedInboxID, inboxOK := classificationStateUint(existing, "inbox_id")
+	storedContactInboxID, contactInboxOK := classificationStateUint(existing, "contact_inbox_id")
+	storedContactID, contactOK := classificationStateUint(existing, "contact_id")
+	if !eventOK || !operationOK || !nameOK || !sourceOK || !accountOK || !inboxOK || !contactInboxOK || !contactOK || storedOperation != request.Operation {
+		h.connectorError(c, http.StatusConflict, "unknown_operation", "contact operation identity is incomplete", false)
+		return
+	}
+	if storedAccountID != inbox.AccountID || storedInboxID != inbox.ID || storedContactInboxID != contactInbox.ID || storedContactID != request.ContactID || storedSourceID != sourceID {
+		h.connectorError(c, http.StatusConflict, "stale_operation", "contact operation targets a different contact", false)
+		return
+	}
+	if storedName != request.Name {
+		h.connectorError(c, http.StatusConflict, "idempotency_conflict", "contact operation changes its target name", false)
+		return
+	}
+	status, _ := existing["status"].(string)
+	code, _ := existing["error_code"].(string)
+	message, _ := existing["error_message"].(string)
+	if storedEventID != request.EventID {
+		c.JSON(http.StatusOK, gin.H{"updated": false, "stale": true, "event_id": storedEventID, "status": status})
+		return
+	}
+	if status != "pending" && status != request.Status && !(status == "uncertain" && code == "connector_delivery_uncertain") {
+		h.connectorError(c, http.StatusConflict, "idempotency_conflict", "contact operation result conflicts with its terminal state", false)
+		return
+	}
+	if status == request.Status && code == request.ErrorCode && message == request.ErrorMessage {
+		c.JSON(http.StatusOK, gin.H{"updated": false, "event_id": request.EventID, "status": status})
+		return
+	}
+	updated, staleEventID, staleStatus, conflict, err := h.persistContactOperationStatus(c.Request.Context(), inbox.ID, sourceID, request)
 	if err != nil {
-		h.connectorError(c, http.StatusInternalServerError, "contact_metadata_update_failed", "failed to encode contact metadata", true)
+		h.connectorError(c, http.StatusInternalServerError, "contact_metadata_update_failed", "failed to update contact operation status", true)
 		return
 	}
-	if err := h.db.WithContext(c.Request.Context()).Model(&contactInbox).Update("channel_metadata", encoded).Error; err != nil {
-		h.connectorError(c, http.StatusInternalServerError, "contact_metadata_update_failed", "failed to update contact metadata", true)
+	if conflict {
+		h.connectorError(c, http.StatusConflict, "idempotency_conflict", "contact operation result conflicts with its terminal state", false)
 		return
 	}
-	c.JSON(http.StatusOK, gin.H{"updated": true})
+	if staleEventID != "" {
+		c.JSON(http.StatusOK, gin.H{"updated": false, "stale": true, "event_id": staleEventID, "status": staleStatus})
+		return
+	}
+	c.JSON(http.StatusOK, gin.H{"updated": updated, "event_id": request.EventID, "status": request.Status})
+}
+
+func (h *ShangwutongConnectorHandler) persistContactOperationStatus(ctx context.Context, inboxID uint, sourceID string, request shangwutongContactOperationStatusRequest) (updated bool, staleEventID, staleStatus string, conflict bool, err error) {
+	err = h.db.WithContext(ctx).Transaction(func(tx *gorm.DB) error {
+		var current model.ContactInbox
+		if err := tx.WithContext(ctx).Clauses(clause.Locking{Strength: "UPDATE"}).Where("inbox_id = ? AND source_id = ?", inboxID, sourceID).First(&current).Error; err != nil {
+			return err
+		}
+		metadata := map[string]any{}
+		if len(current.ChannelMetadata) > 0 {
+			if err := json.Unmarshal(current.ChannelMetadata, &metadata); err != nil {
+				return err
+			}
+		}
+		if metadata == nil {
+			metadata = map[string]any{}
+		}
+		if current.ContactID != request.ContactID {
+			conflict = true
+			return nil
+		}
+		existing, ok := metadata["swt_contact_name_operation"].(map[string]any)
+		if !ok {
+			conflict = true
+			return nil
+		}
+		storedEventID, eventOK := classificationStateString(existing, "event_id")
+		storedOperation, operationOK := classificationStateString(existing, "operation")
+		storedName, nameOK := classificationStateString(existing, "name")
+		storedSourceID, sourceOK := classificationStateString(existing, "source_id")
+		storedAccountID, accountOK := classificationStateUint(existing, "account_id")
+		storedInboxID, inboxOK := classificationStateUint(existing, "inbox_id")
+		storedContactInboxID, contactInboxOK := classificationStateUint(existing, "contact_inbox_id")
+		storedContactID, contactOK := classificationStateUint(existing, "contact_id")
+		if !eventOK || !operationOK || !nameOK || !sourceOK || !accountOK || !inboxOK || !contactInboxOK || !contactOK || storedOperation != request.Operation || storedAccountID == 0 || storedInboxID != inboxID || storedContactInboxID != current.ID || storedContactID != current.ContactID || storedSourceID != sourceID {
+			conflict = true
+			return nil
+		}
+		if storedEventID != request.EventID {
+			staleEventID, staleStatus = storedEventID, classificationMapStringValue(existing, "status")
+			return nil
+		}
+		if storedName != request.Name {
+			conflict = true
+			return nil
+		}
+		status, statusOK := classificationStateString(existing, "status")
+		if !statusOK {
+			conflict = true
+			return nil
+		}
+		existingCode := classificationMapStringValue(existing, "error_code")
+		existingMessage := classificationMapStringValue(existing, "error_message")
+		if status != "pending" {
+			if status == request.Status && existingCode == request.ErrorCode && existingMessage == request.ErrorMessage {
+				return nil
+			}
+			if !(status == "uncertain" && existingCode == "connector_delivery_uncertain") {
+				conflict = true
+				return nil
+			}
+		}
+		next := make(map[string]any, len(existing)+3)
+		for key, value := range existing {
+			next[key] = value
+		}
+		next["status"] = request.Status
+		next["error_code"] = request.ErrorCode
+		next["error_message"] = request.ErrorMessage
+		next["updated_at"] = time.Now().UTC()
+		metadata["swt_contact_name_operation"] = next
+		encoded, err := json.Marshal(metadata)
+		if err != nil {
+			return err
+		}
+		if err := tx.WithContext(ctx).Model(&current).Update("channel_metadata", encoded).Error; err != nil {
+			return err
+		}
+		updated = true
+		return nil
+	})
+	return
+}
+
+func classificationMapStringValue(values map[string]any, key string) string {
+	value, _ := values[key].(string)
+	return strings.TrimSpace(value)
 }
 
 func NewShangwutongConnectorHandler(db *gorm.DB, messageSvc *service.MessageService, pools ...*worker.WorkerPool) *ShangwutongConnectorHandler {
@@ -333,32 +554,15 @@ func (h *ShangwutongConnectorHandler) SyncClassifications(c *gin.Context) {
 		h.connectorError(c, http.StatusServiceUnavailable, "classification_sync_unavailable", "classification sync is unavailable", true)
 		return
 	}
-	pending := map[string]any{"sync_status": "pending", "last_error_code": nil, "last_error_message": nil}
-	var cache model.ShangwutongClassificationCache
-	err := h.db.WithContext(c.Request.Context()).Where("inbox_id = ?", inbox.ID).First(&cache).Error
-	switch {
-	case errors.Is(err, gorm.ErrRecordNotFound):
-		cache = model.ShangwutongClassificationCache{InboxID: inbox.ID, ConversationKinds: datatypes.JSON([]byte(`[]`)), CustomerColorKinds: datatypes.JSON([]byte(`[]`)), SyncStatus: "pending"}
-		if err := h.db.WithContext(c.Request.Context()).Create(&cache).Error; err != nil {
-			h.connectorError(c, http.StatusInternalServerError, "classification_sync_state_failed", "failed to create sync state", true)
-			return
-		}
-	case err != nil:
-		h.connectorError(c, http.StatusInternalServerError, "classification_sync_state_failed", "failed to load sync state", true)
-		return
-	default:
-		if err := h.db.WithContext(c.Request.Context()).Model(&cache).Updates(pending).Error; err != nil {
-			h.connectorError(c, http.StatusInternalServerError, "classification_sync_state_failed", "failed to update sync state", true)
-			return
-		}
-	}
-	eventID, err := service.EnqueueShangwutongClassificationSync(c.Request.Context(), h.worker, inbox)
+	eventID := uuid.NewString()
+	job, created, err := h.enqueueClassificationSync(c.Request.Context(), inbox, eventID)
 	if err != nil {
-		code, message := "classification_sync_queue_failed", err.Error()
-		_ = h.db.WithContext(c.Request.Context()).Model(&cache).Updates(map[string]any{"sync_status": "failed", "last_error_code": code, "last_error_message": message})
-		h.connectorError(c, http.StatusServiceUnavailable, code, "failed to queue classification sync", true)
+		h.connectorError(c, http.StatusServiceUnavailable, "classification_sync_queue_failed", "failed to persist and queue classification sync", true)
 		return
 	}
+	if created {
+		h.worker.Publish(c.Request.Context(), job)
+	}
 	c.JSON(http.StatusAccepted, gin.H{"sync_id": eventID, "sync_status": "pending"})
 }
 
@@ -407,11 +611,17 @@ func (h *ShangwutongConnectorHandler) UpdateConversationClassification(c *gin.Co
 		return
 	}
 	var contactInbox model.ContactInbox
-	query := h.db.WithContext(c.Request.Context()).Where("inbox_id = ? AND contact_id = ?", inbox.ID, conversation.ContactID)
-	if conversation.ContactInboxID != nil && *conversation.ContactInboxID != 0 {
-		query = h.db.WithContext(c.Request.Context()).Where("id = ? AND inbox_id = ?", *conversation.ContactInboxID, inbox.ID)
+	if request.CustomerColorID != "" && (conversation.ContactInboxID == nil || *conversation.ContactInboxID == 0) {
+		h.connectorError(c, http.StatusUnprocessableEntity, "conversation_target_unavailable", "conversation has no Shangwutong session", false)
+		return
 	}
-	if err := query.First(&contactInbox).Error; err != nil || strings.TrimSpace(contactInbox.SourceID) == "" {
+	contactInboxQuery := h.db.WithContext(c.Request.Context()).Where("contact_id = ? AND inbox_id = ?", conversation.ContactID, inbox.ID)
+	if conversation.ContactInboxID != nil && *conversation.ContactInboxID != 0 {
+		contactInboxQuery = h.db.WithContext(c.Request.Context()).Where(
+			"id = ? AND contact_id = ? AND inbox_id = ?", *conversation.ContactInboxID, conversation.ContactID, inbox.ID,
+		)
+	}
+	if err := contactInboxQuery.First(&contactInbox).Error; err != nil || strings.TrimSpace(contactInbox.SourceID) == "" {
 		h.connectorError(c, http.StatusUnprocessableEntity, "conversation_target_unavailable", "conversation has no Shangwutong session", false)
 		return
 	}
@@ -459,11 +669,15 @@ func (h *ShangwutongConnectorHandler) UpdateConversationClassification(c *gin.Co
 			h.connectorError(c, http.StatusServiceUnavailable, "classification_queue_unavailable", "classification queue is unavailable", true)
 			return
 		}
-		eventID, err := service.EnqueueShangwutongClassificationChange(c.Request.Context(), h.worker, &inbox, conversation.ID, contactInbox.SourceID, metadata.CID, "", request.CustomerColorID, colorName)
+		eventID := uuid.NewString()
+		job, created, err := h.enqueueClassificationChange(c.Request.Context(), &inbox, &conversation, contactInbox.ID, contactInbox.SourceID, metadata.CID, "", request.CustomerColorID, colorName, eventID)
 		if err != nil {
 			h.connectorError(c, http.StatusServiceUnavailable, "classification_queue_failed", "failed to queue classification change", true)
 			return
 		}
+		if created {
+			h.worker.Publish(c.Request.Context(), job)
+		}
 		c.JSON(http.StatusAccepted, gin.H{"sync_id": eventID, "status": "pending", "customer_color_id": request.CustomerColorID})
 		return
 	}
@@ -471,14 +685,134 @@ func (h *ShangwutongConnectorHandler) UpdateConversationClassification(c *gin.Co
 		h.connectorError(c, http.StatusServiceUnavailable, "classification_queue_unavailable", "classification queue is unavailable", true)
 		return
 	}
-	eventID, err := service.EnqueueShangwutongClassificationChange(c.Request.Context(), h.worker, &inbox, conversation.ID, contactInbox.SourceID, "", request.ChatKindID, "", "")
+	eventID := uuid.NewString()
+	job, created, err := h.enqueueClassificationChange(c.Request.Context(), &inbox, &conversation, contactInbox.ID, contactInbox.SourceID, "", request.ChatKindID, "", "", eventID)
 	if err != nil {
 		h.connectorError(c, http.StatusServiceUnavailable, "classification_queue_failed", "failed to queue classification change", true)
 		return
 	}
+	if created {
+		h.worker.Publish(c.Request.Context(), job)
+	}
 	c.JSON(http.StatusAccepted, gin.H{"sync_id": eventID, "status": "pending", "chat_kind_id": request.ChatKindID})
 }
 
+func (h *ShangwutongConnectorHandler) enqueueClassificationSync(ctx context.Context, inbox *model.Inbox, eventID string) (*model.BackgroundJob, bool, error) {
+	var job *model.BackgroundJob
+	var created bool
+	err := h.db.WithContext(ctx).Transaction(func(tx *gorm.DB) error {
+		var cache model.ShangwutongClassificationCache
+		err := tx.WithContext(ctx).Clauses(clause.Locking{Strength: "UPDATE"}).Where("inbox_id = ?", inbox.ID).First(&cache).Error
+		switch {
+		case errors.Is(err, gorm.ErrRecordNotFound):
+			cache = model.ShangwutongClassificationCache{
+				InboxID: inbox.ID, ConversationKinds: datatypes.JSON([]byte(`[]`)), CustomerColorKinds: datatypes.JSON([]byte(`[]`)),
+				SyncStatus: "pending", LastSyncEventID: eventID,
+			}
+			if err := tx.WithContext(ctx).Clauses(clause.OnConflict{
+				Columns: []clause.Column{{Name: "inbox_id"}},
+				DoUpdates: clause.Assignments(map[string]any{
+					"sync_status": "pending", "last_sync_event_id": eventID,
+					"last_error_code": nil, "last_error_message": nil, "synced_at": nil,
+				}),
+			}).Create(&cache).Error; err != nil {
+				return err
+			}
+		case err != nil:
+			return err
+		default:
+			if err := tx.WithContext(ctx).Model(&cache).Updates(map[string]any{
+				"sync_status": "pending", "last_sync_event_id": eventID, "last_error_code": nil, "last_error_message": nil, "synced_at": nil,
+			}).Error; err != nil {
+				return err
+			}
+		}
+		job, created, err = service.EnqueueShangwutongClassificationSyncInTransaction(ctx, h.worker, tx, inbox, eventID)
+		return err
+	})
+	return job, created, err
+}
+
+func (h *ShangwutongConnectorHandler) enqueueClassificationChange(ctx context.Context, inbox *model.Inbox, conversation *model.Conversation, contactInboxID uint, sid, cid, chatKindID, customerColorID, customerColorName, eventID string) (*model.BackgroundJob, bool, error) {
+	var job *model.BackgroundJob
+	var created bool
+	err := h.db.WithContext(ctx).Transaction(func(tx *gorm.DB) error {
+		if err := h.markClassificationStateInTransaction(ctx, tx, conversation, contactInboxID, sid, cid, classificationOperation(chatKindID, customerColorID), eventID, classificationValue(chatKindID, customerColorID), "pending", "", ""); err != nil {
+			return err
+		}
+		var err error
+		job, created, err = service.EnqueueShangwutongClassificationChangeInTransaction(ctx, h.worker, tx, inbox, conversation.ID, sid, cid, chatKindID, customerColorID, customerColorName, eventID)
+		return err
+	})
+	return job, created, err
+}
+
+func classificationOperation(chatKindID, customerColorID string) string {
+	if strings.TrimSpace(chatKindID) != "" {
+		return "set_chat_kind"
+	}
+	return "set_customer_color"
+}
+
+func classificationValue(chatKindID, customerColorID string) string {
+	if strings.TrimSpace(chatKindID) != "" {
+		return strings.TrimSpace(chatKindID)
+	}
+	return strings.TrimSpace(customerColorID)
+}
+
+func (h *ShangwutongConnectorHandler) markClassificationStateInTransaction(ctx context.Context, tx *gorm.DB, conversation *model.Conversation, contactInboxID uint, sid, cid, operation, eventID, value, status, errorCode, errorMessage string) error {
+	var current model.Conversation
+	if err := tx.WithContext(ctx).Clauses(clause.Locking{Strength: "UPDATE"}).Where("id = ?", conversation.ID).First(&current).Error; err != nil {
+		return err
+	}
+	attributes := map[string]any{}
+	if len(current.AdditionalAttributes) > 0 {
+		if err := json.Unmarshal(current.AdditionalAttributes, &attributes); err != nil {
+			return err
+		}
+	}
+	if attributes == nil {
+		attributes = map[string]any{}
+	}
+	operations, _ := attributes["swt_classification_operations"].(map[string]any)
+	if operations == nil {
+		operations = map[string]any{}
+	}
+	if existing, ok := operations[operation].(map[string]any); ok {
+		if existingEventID, _ := existing["event_id"].(string); existingEventID == eventID && existing["status"] == status && existing["value"] == value {
+			return nil
+		}
+	}
+	state := map[string]any{
+		"event_id": eventID, "operation": operation, "status": status, "value": value,
+		"account_id": current.AccountID, "inbox_id": current.InboxID, "conversation_id": current.ID,
+		"contact_id": current.ContactID, "contact_inbox_id": contactInboxID,
+		"swt_session_id": strings.TrimSpace(sid), "cid": strings.TrimSpace(cid),
+		"error_code": errorCode, "error_message": errorMessage,
+		"updated_at": time.Now().UTC(),
+	}
+	operations[operation] = state
+	attributes["swt_classification_operations"] = operations
+	attributes["swt_classification_status"] = status
+	attributes["swt_classification_event_id"] = eventID
+	if errorCode != "" {
+		attributes["swt_classification_error_code"] = errorCode
+	} else {
+		delete(attributes, "swt_classification_error_code")
+	}
+	if errorMessage != "" {
+		attributes["swt_classification_error"] = errorMessage
+	} else {
+		delete(attributes, "swt_classification_error")
+	}
+	encoded, err := json.Marshal(attributes)
+	if err != nil {
+		return err
+	}
+	return tx.WithContext(ctx).Model(&current).Update("additional_attributes", encoded).Error
+}
+
 func containsConversationKind(kinds []shangwutongConversationKind, id string) bool {
 	for _, kind := range kinds {
 		if kind.ID == id {
@@ -494,7 +828,12 @@ func (h *ShangwutongConnectorHandler) UpdateClassificationCatalog(c *gin.Context
 		return
 	}
 	var request shangwutongClassificationCallbackRequest
-	if err := c.ShouldBindJSON(&request); err != nil || strings.TrimSpace(request.EventID) == "" || len(request.EventID) > 128 {
+	if err := c.ShouldBindJSON(&request); err != nil {
+		h.connectorError(c, http.StatusUnprocessableEntity, "invalid_classifications", "classification payload is invalid", false)
+		return
+	}
+	request.EventID = strings.TrimSpace(request.EventID)
+	if request.EventID == "" || len(request.EventID) > 128 {
 		h.connectorError(c, http.StatusUnprocessableEntity, "invalid_classifications", "classification payload is invalid", false)
 		return
 	}
@@ -517,30 +856,62 @@ func (h *ShangwutongConnectorHandler) UpdateClassificationCatalog(c *gin.Context
 		h.connectorError(c, http.StatusUnprocessableEntity, "invalid_classifications", "classification payload is invalid", false)
 		return
 	}
-	var cache model.ShangwutongClassificationCache
-	err = h.db.WithContext(c.Request.Context()).Where("inbox_id = ?", inbox.ID).First(&cache).Error
-	if errors.Is(err, gorm.ErrRecordNotFound) {
-		cache = model.ShangwutongClassificationCache{InboxID: inbox.ID}
-	} else if err != nil {
-		h.connectorError(c, http.StatusInternalServerError, "classification_cache_update_failed", "failed to load classification cache", true)
-		return
-	} else if cache.LastSyncEventID == request.EventID {
-		c.JSON(http.StatusOK, gin.H{"updated": false, "sync_status": cache.SyncStatus})
-		return
-	}
-	now := time.Now().UTC()
-	cache.ConversationKinds = conversationKinds
-	cache.CustomerColorKinds = customerColors
-	cache.SyncStatus = "succeeded"
-	cache.SyncedAt = &now
-	cache.LastErrorCode = nil
-	cache.LastErrorMessage = nil
-	cache.LastSyncEventID = request.EventID
-	if err := h.db.WithContext(c.Request.Context()).Save(&cache).Error; err != nil {
+	var catalogStale bool
+	var catalogNoop bool
+	var catalogConflict bool
+	var catalogEventID, catalogStatus string
+	err = h.db.WithContext(c.Request.Context()).Transaction(func(tx *gorm.DB) error {
+		var cache model.ShangwutongClassificationCache
+		err := tx.WithContext(c.Request.Context()).Clauses(clause.Locking{Strength: "UPDATE"}).Where("inbox_id = ?", inbox.ID).First(&cache).Error
+		if errors.Is(err, gorm.ErrRecordNotFound) {
+			catalogEventID, catalogStatus = "", "never"
+			catalogConflict = true
+			return nil
+		}
+		if err != nil {
+			return err
+		}
+		if cache.LastSyncEventID != request.EventID {
+			catalogStale = true
+			catalogEventID, catalogStatus = cache.LastSyncEventID, cache.SyncStatus
+			return nil
+		}
+		if cache.SyncStatus == "succeeded" {
+			if string(cache.ConversationKinds) == string(conversationKinds) && string(cache.CustomerColorKinds) == string(customerColors) {
+				catalogNoop = true
+				return nil
+			}
+			catalogConflict = true
+			return nil
+		}
+		now := time.Now().UTC()
+		if err := tx.WithContext(c.Request.Context()).Model(&cache).Updates(map[string]any{
+			"conversation_kinds": conversationKinds, "customer_color_kinds": customerColors,
+			"sync_status": "succeeded", "synced_at": &now, "last_error_code": nil,
+			"last_error_message": nil, "last_sync_event_id": request.EventID,
+		}).Error; err != nil {
+			return err
+		}
+		catalogStatus = "succeeded"
+		return nil
+	})
+	if err != nil {
 		h.connectorError(c, http.StatusInternalServerError, "classification_cache_update_failed", "failed to save classifications", true)
 		return
 	}
-	c.JSON(http.StatusOK, gin.H{"updated": true, "sync_status": cache.SyncStatus, "synced_at": cache.SyncedAt})
+	if catalogConflict {
+		h.connectorError(c, http.StatusConflict, "unknown_operation", "classification sync operation is not pending", false)
+		return
+	}
+	if catalogStale {
+		c.JSON(http.StatusOK, gin.H{"updated": false, "stale": true, "sync_status": catalogStatus, "event_id": catalogEventID})
+		return
+	}
+	if catalogNoop {
+		c.JSON(http.StatusOK, gin.H{"updated": false, "sync_status": "succeeded", "event_id": request.EventID})
+		return
+	}
+	c.JSON(http.StatusOK, gin.H{"updated": true, "sync_status": "succeeded"})
 }
 
 type shangwutongClassificationSyncStatusRequest struct {
@@ -556,7 +927,15 @@ func (h *ShangwutongConnectorHandler) UpdateClassificationSyncStatus(c *gin.Cont
 		return
 	}
 	var request shangwutongClassificationSyncStatusRequest
-	if err := c.ShouldBindJSON(&request); err != nil || strings.TrimSpace(request.EventID) == "" || request.Status != "failed" {
+	if err := c.ShouldBindJSON(&request); err != nil {
+		h.connectorError(c, http.StatusUnprocessableEntity, "invalid_classification_sync_status", "classification sync status is invalid", false)
+		return
+	}
+	request.EventID = strings.TrimSpace(request.EventID)
+	request.Status = strings.TrimSpace(request.Status)
+	request.ErrorCode = strings.TrimSpace(request.ErrorCode)
+	request.ErrorMessage = strings.TrimSpace(request.ErrorMessage)
+	if request.EventID == "" || request.Status != "failed" || len(request.ErrorCode) > 128 || len(request.ErrorMessage) > 1024 {
 		h.connectorError(c, http.StatusUnprocessableEntity, "invalid_classification_sync_status", "classification sync status is invalid", false)
 		return
 	}
@@ -565,23 +944,63 @@ func (h *ShangwutongConnectorHandler) UpdateClassificationSyncStatus(c *gin.Cont
 		h.connectorError(c, http.StatusUnprocessableEntity, "invalid_idempotency_key", "Idempotency-Key does not match event_id", false)
 		return
 	}
-	var cache model.ShangwutongClassificationCache
-	if err := h.db.WithContext(c.Request.Context()).Where("inbox_id = ?", inbox.ID).First(&cache).Error; err != nil {
+	var syncStale bool
+	var syncNoop bool
+	var syncConflict bool
+	var syncEventID, syncStatus string
+	err := h.db.WithContext(c.Request.Context()).Transaction(func(tx *gorm.DB) error {
+		var cache model.ShangwutongClassificationCache
+		err := tx.WithContext(c.Request.Context()).Clauses(clause.Locking{Strength: "UPDATE"}).Where("inbox_id = ?", inbox.ID).First(&cache).Error
 		if errors.Is(err, gorm.ErrRecordNotFound) {
-			cache = model.ShangwutongClassificationCache{InboxID: inbox.ID, ConversationKinds: datatypes.JSON([]byte(`[]`)), CustomerColorKinds: datatypes.JSON([]byte(`[]`))}
-		} else {
-			h.connectorError(c, http.StatusInternalServerError, "classification_cache_update_failed", "failed to load classification cache", true)
-			return
+			syncConflict = true
+			return nil
 		}
-	}
-	cache.SyncStatus = request.Status
-	cache.LastErrorCode = stringPointer(request.ErrorCode)
-	cache.LastErrorMessage = stringPointer(request.ErrorMessage)
-	if err := h.db.WithContext(c.Request.Context()).Save(&cache).Error; err != nil {
+		if err != nil {
+			return err
+		}
+		if cache.LastSyncEventID != request.EventID {
+			syncStale = true
+			syncEventID, syncStatus = cache.LastSyncEventID, cache.SyncStatus
+			return nil
+		}
+		if cache.SyncStatus == "succeeded" {
+			syncConflict = true
+			return nil
+		}
+		if cache.SyncStatus == "failed" && dereferenceString(cache.LastErrorCode) == request.ErrorCode && dereferenceString(cache.LastErrorMessage) == request.ErrorMessage {
+			syncNoop = true
+			return nil
+		}
+		if cache.SyncStatus == "failed" {
+			syncConflict = true
+			return nil
+		}
+		if err := tx.WithContext(c.Request.Context()).Model(&cache).Updates(map[string]any{
+			"last_sync_event_id": request.EventID, "sync_status": request.Status,
+			"last_error_code": stringPointer(request.ErrorCode), "last_error_message": stringPointer(request.ErrorMessage),
+		}).Error; err != nil {
+			return err
+		}
+		syncStatus = request.Status
+		return nil
+	})
+	if err != nil {
 		h.connectorError(c, http.StatusInternalServerError, "classification_cache_update_failed", "failed to save classification sync status", true)
 		return
 	}
-	c.JSON(http.StatusOK, gin.H{"updated": true, "sync_status": cache.SyncStatus})
+	if syncConflict {
+		h.connectorError(c, http.StatusConflict, "idempotency_conflict", "classification sync result conflicts with its operation", false)
+		return
+	}
+	if syncStale {
+		c.JSON(http.StatusOK, gin.H{"updated": false, "stale": true, "sync_status": syncStatus, "event_id": syncEventID})
+		return
+	}
+	if syncNoop {
+		c.JSON(http.StatusOK, gin.H{"updated": false, "sync_status": "failed", "event_id": request.EventID})
+		return
+	}
+	c.JSON(http.StatusOK, gin.H{"updated": true, "sync_status": syncStatus})
 }
 
 func stringPointer(value string) *string {
@@ -592,6 +1011,13 @@ func stringPointer(value string) *string {
 	return &value
 }
 
+func dereferenceString(value *string) string {
+	if value == nil {
+		return ""
+	}
+	return strings.TrimSpace(*value)
+}
+
 type shangwutongClassificationStatusRequest struct {
 	EventID         string `json:"event_id"`
 	Operation       string `json:"operation"`
@@ -602,6 +1028,36 @@ type shangwutongClassificationStatusRequest struct {
 	ErrorMessage    string `json:"error_message"`
 }
 
+func classificationStateString(state map[string]any, key string) (string, bool) {
+	value, ok := state[key].(string)
+	value = strings.TrimSpace(value)
+	return value, ok && value != ""
+}
+
+func classificationStateUint(state map[string]any, key string) (uint, bool) {
+	value, ok := state[key]
+	if !ok {
+		return 0, false
+	}
+	switch value := value.(type) {
+	case float64:
+		if value <= 0 || value != float64(uint(value)) {
+			return 0, false
+		}
+		return uint(value), true
+	case int:
+		return uint(value), value > 0
+	case int64:
+		return uint(value), value > 0
+	case uint:
+		return value, value > 0
+	case uint64:
+		return uint(value), value > 0 && uint64(uint(value)) == value
+	default:
+		return 0, false
+	}
+}
+
 func (h *ShangwutongConnectorHandler) UpdateClassificationStatus(c *gin.Context) {
 	inbox, ok := h.authorizedInbox(c)
 	if !ok {
@@ -613,7 +1069,18 @@ func (h *ShangwutongConnectorHandler) UpdateClassificationStatus(c *gin.Context)
 		return
 	}
 	var request shangwutongClassificationStatusRequest
-	if err := c.ShouldBindJSON(&request); err != nil || strings.TrimSpace(request.EventID) == "" || request.Operation == "" || (request.Status != "succeeded" && request.Status != "failed" && request.Status != "uncertain") {
+	if err := c.ShouldBindJSON(&request); err != nil {
+		h.connectorError(c, http.StatusUnprocessableEntity, "invalid_classification_status", "classification status is invalid", false)
+		return
+	}
+	request.EventID = strings.TrimSpace(request.EventID)
+	request.Operation = strings.TrimSpace(request.Operation)
+	request.Status = strings.TrimSpace(request.Status)
+	request.ChatKindID = strings.TrimSpace(request.ChatKindID)
+	request.CustomerColorID = strings.TrimSpace(request.CustomerColorID)
+	request.ErrorCode = strings.TrimSpace(request.ErrorCode)
+	request.ErrorMessage = strings.TrimSpace(request.ErrorMessage)
+	if request.EventID == "" || !oneOf(request.Status, "succeeded", "failed", "uncertain") || len(request.ErrorCode) > 128 || len(request.ErrorMessage) > 1024 {
 		h.connectorError(c, http.StatusUnprocessableEntity, "invalid_classification_status", "classification status is invalid", false)
 		return
 	}
@@ -622,9 +1089,10 @@ func (h *ShangwutongConnectorHandler) UpdateClassificationStatus(c *gin.Context)
 		h.connectorError(c, http.StatusUnprocessableEntity, "invalid_idempotency_key", "Idempotency-Key does not match event_id", false)
 		return
 	}
-	request.Operation = strings.TrimSpace(request.Operation)
-	request.ChatKindID, request.CustomerColorID = strings.TrimSpace(request.ChatKindID), strings.TrimSpace(request.CustomerColorID)
-	if request.Operation != "set_chat_kind" && request.Operation != "set_customer_color" || (request.ChatKindID == "") == (request.CustomerColorID == "") {
+	if request.Operation != "set_chat_kind" && request.Operation != "set_customer_color" ||
+		(request.Operation == "set_chat_kind" && request.ChatKindID == "") ||
+		(request.Operation == "set_customer_color" && request.CustomerColorID == "") ||
+		(request.ChatKindID != "" && request.CustomerColorID != "") {
 		h.connectorError(c, http.StatusUnprocessableEntity, "invalid_classification_status", "classification operation and target are invalid", false)
 		return
 	}
@@ -640,35 +1108,308 @@ func (h *ShangwutongConnectorHandler) UpdateClassificationStatus(c *gin.Context)
 			return
 		}
 	}
-	if request.Status == "succeeded" {
-		if request.ChatKindID != "" {
-			attributes["swt_chat_kind"] = request.ChatKindID
+	if attributes == nil {
+		attributes = map[string]any{}
+	}
+	operationValue := request.ChatKindID
+	if request.Operation == "set_customer_color" {
+		operationValue = request.CustomerColorID
+	}
+	operations, _ := attributes["swt_classification_operations"].(map[string]any)
+	if operations == nil {
+		operations = map[string]any{}
+	}
+	existing, ok := operations[request.Operation].(map[string]any)
+	if !ok {
+		h.connectorError(c, http.StatusConflict, "unknown_operation", "classification operation is not pending", false)
+		return
+	}
+	existingEventID, _ := existing["event_id"].(string)
+	if existingEventID == "" {
+		h.connectorError(c, http.StatusConflict, "unknown_operation", "classification operation is not pending", false)
+		return
+	}
+	if existingContactID, ok := existing["contact_id"].(float64); ok && uint(existingContactID) != conversation.ContactID {
+		h.connectorError(c, http.StatusConflict, "stale_operation", "classification operation targets a different contact", false)
+		return
+	}
+	if existingContactInboxID, ok := existing["contact_inbox_id"].(float64); ok && conversation.ContactInboxID != nil && uint(existingContactInboxID) != *conversation.ContactInboxID {
+		h.connectorError(c, http.StatusConflict, "stale_operation", "classification operation targets a different contact inbox", false)
+		return
+	}
+	if existingEventID != request.EventID {
+		status, _ := existing["status"].(string)
+		c.JSON(http.StatusOK, gin.H{"updated": false, "stale": true, "event_id": existingEventID, "status": status})
+		return
+	}
+	existingStatus, _ := existing["status"].(string)
+	existingValue, _ := existing["value"].(string)
+	existingCode, _ := existing["error_code"].(string)
+	existingMessage, _ := existing["error_message"].(string)
+	if existingValue != operationValue {
+		h.connectorError(c, http.StatusConflict, "idempotency_conflict", "classification result changes its target value", false)
+		return
+	}
+	if existingStatus != "pending" && existingStatus != "" && existingStatus != request.Status &&
+		!(existingStatus == "uncertain" && existingCode == "connector_delivery_uncertain") {
+		h.connectorError(c, http.StatusConflict, "idempotency_conflict", "classification result conflicts with its terminal state", false)
+		return
+	}
+	if existingStatus == request.Status && existingValue == operationValue && existingCode == request.ErrorCode && existingMessage == request.ErrorMessage {
+		c.JSON(http.StatusOK, gin.H{"updated": false, "status": existingStatus, "event_id": existingEventID})
+		return
+	}
+	var staleEventID, staleStatus string
+	var classificationConflict bool
+	var classificationErrorCode, classificationErrorMessage string
+	var classificationNoop bool
+	if err := h.db.WithContext(c.Request.Context()).Transaction(func(tx *gorm.DB) error {
+		var conversations []model.Conversation
+		var colorContactInboxIDs map[uint]struct{}
+		query := tx.WithContext(c.Request.Context()).Clauses(clause.Locking{Strength: "UPDATE"}).Where(
+			"account_id = ? AND inbox_id = ?", conversation.AccountID, conversation.InboxID,
+		)
+		if request.Operation == "set_customer_color" && request.Status == "succeeded" {
+			currentCID := ""
+			if conversation.ContactInboxID == nil || *conversation.ContactInboxID == 0 {
+				classificationErrorCode = "stale_operation"
+				classificationErrorMessage = "classification operation has no active customer binding"
+				return nil
+			}
+			var currentBinding model.ContactInbox
+			if err := tx.WithContext(c.Request.Context()).Clauses(clause.Locking{Strength: "UPDATE"}).Where(
+				"id = ? AND contact_id = ? AND inbox_id = ?", *conversation.ContactInboxID, conversation.ContactID, inbox.ID,
+			).First(&currentBinding).Error; err != nil {
+				classificationErrorCode = "stale_operation"
+				classificationErrorMessage = "classification operation has no active customer binding"
+				return nil
+			}
+			var currentMetadata struct {
+				CID string `json:"cid"`
+			}
+			if len(currentBinding.ChannelMetadata) > 0 && json.Unmarshal(currentBinding.ChannelMetadata, &currentMetadata) == nil {
+				currentCID = strings.TrimSpace(currentMetadata.CID)
+			}
+			if currentCID == "" {
+				classificationErrorCode = "stale_operation"
+				classificationErrorMessage = "classification operation has no active customer binding"
+				return nil
+			}
+			var contactInboxes []model.ContactInbox
+			if err := tx.WithContext(c.Request.Context()).Clauses(clause.Locking{Strength: "UPDATE"}).Where("inbox_id = ?", inbox.ID).Find(&contactInboxes).Error; err != nil {
+				return err
+			}
+			targetContactInboxIDs := make([]uint, 0, len(contactInboxes))
+			colorContactInboxIDs = make(map[uint]struct{}, len(contactInboxes))
+			for _, candidate := range contactInboxes {
+				var metadata struct {
+					CID string `json:"cid"`
+				}
+				if len(candidate.ChannelMetadata) == 0 || json.Unmarshal(candidate.ChannelMetadata, &metadata) != nil {
+					continue
+				}
+				if strings.TrimSpace(metadata.CID) == currentCID {
+					targetContactInboxIDs = append(targetContactInboxIDs, candidate.ID)
+					colorContactInboxIDs[candidate.ID] = struct{}{}
+				}
+			}
+			if len(targetContactInboxIDs) == 0 {
+				classificationErrorCode = "stale_operation"
+				classificationErrorMessage = "classification operation has no active customer binding"
+				return nil
+			}
+			query = query.Where("contact_inbox_id IN ?", targetContactInboxIDs)
 		} else {
-			attributes["swt_label_color"] = request.CustomerColorID
+			query = query.Where("id = ?", conversation.ID)
+		}
+		if err := query.Order("id ASC").Find(&conversations).Error; err != nil {
+			return err
+		}
+		var source *model.Conversation
+		for i := range conversations {
+			if conversations[i].ID == conversation.ID {
+				source = &conversations[i]
+				break
+			}
+		}
+		if source == nil {
+			return gorm.ErrRecordNotFound
+		}
+
+		sourceAttributes := map[string]any{}
+		if len(source.AdditionalAttributes) > 0 {
+			if err := json.Unmarshal(source.AdditionalAttributes, &sourceAttributes); err != nil {
+				return err
+			}
+		}
+		if sourceAttributes == nil {
+			sourceAttributes = map[string]any{}
+		}
+		sourceOperations, _ := sourceAttributes["swt_classification_operations"].(map[string]any)
+		sourceState, ok := sourceOperations[request.Operation].(map[string]any)
+		if !ok {
+			classificationErrorCode = "unknown_operation"
+			classificationErrorMessage = "classification operation is not pending"
+			return nil
+		}
+		storedEventID, eventOK := classificationStateString(sourceState, "event_id")
+		storedOperation, operationOK := classificationStateString(sourceState, "operation")
+		storedValue, valueOK := classificationStateString(sourceState, "value")
+		storedStatus, statusOK := classificationStateString(sourceState, "status")
+		storedAccountID, accountOK := classificationStateUint(sourceState, "account_id")
+		storedInboxID, inboxOK := classificationStateUint(sourceState, "inbox_id")
+		storedConversationID, conversationOK := classificationStateUint(sourceState, "conversation_id")
+		storedContactID, contactOK := classificationStateUint(sourceState, "contact_id")
+		storedContactInboxID, contactInboxOK := classificationStateUint(sourceState, "contact_inbox_id")
+		storedSessionID, sessionOK := classificationStateString(sourceState, "swt_session_id")
+		storedCID, _ := sourceState["cid"].(string)
+		storedCID = strings.TrimSpace(storedCID)
+		if !eventOK || !operationOK || !valueOK || !statusOK || !accountOK || !inboxOK || !conversationOK || !contactOK || !contactInboxOK || !sessionOK || storedOperation != request.Operation {
+			classificationErrorCode = "unknown_operation"
+			classificationErrorMessage = "classification operation identity is incomplete"
+			return nil
+		}
+		if storedAccountID != inbox.AccountID || storedInboxID != inbox.ID || storedConversationID != source.ID || storedContactID != source.ContactID {
+			classificationErrorCode = "stale_operation"
+			classificationErrorMessage = "classification operation targets a different object"
+			return nil
+		}
+		if source.ContactInboxID != nil && *source.ContactInboxID != storedContactInboxID {
+			classificationErrorCode = "stale_operation"
+			classificationErrorMessage = "classification operation targets a different contact inbox"
+			return nil
+		}
+		var contactInbox model.ContactInbox
+		if err := tx.WithContext(c.Request.Context()).Where(
+			"id = ? AND contact_id = ? AND inbox_id = ?", storedContactInboxID, source.ContactID, inbox.ID,
+		).First(&contactInbox).Error; err != nil || strings.TrimSpace(contactInbox.SourceID) != storedSessionID {
+			classificationErrorCode = "stale_operation"
+			classificationErrorMessage = "classification operation targets a different remote session"
+			return nil
+		}
+		var contactMetadata struct {
+			CID string `json:"cid"`
+		}
+		if len(contactInbox.ChannelMetadata) > 0 && json.Unmarshal(contactInbox.ChannelMetadata, &contactMetadata) != nil {
+			classificationErrorCode = "stale_operation"
+			classificationErrorMessage = "classification operation metadata is invalid"
+			return nil
+		}
+		if request.Operation == "set_customer_color" && (storedCID == "" || strings.TrimSpace(contactMetadata.CID) != storedCID) {
+			classificationErrorCode = "stale_operation"
+			classificationErrorMessage = "classification operation targets a different customer"
+			return nil
+		}
+		if storedEventID != request.EventID {
+			staleEventID, staleStatus = storedEventID, storedStatus
+			return nil
+		}
+		if storedValue != operationValue {
+			classificationErrorCode = "idempotency_conflict"
+			classificationErrorMessage = "classification result changes its target value"
+			return nil
+		}
+		if storedStatus != "pending" {
+			existingCode, _ := sourceState["error_code"].(string)
+			existingMessage, _ := sourceState["error_message"].(string)
+			if storedStatus == request.Status && existingCode == request.ErrorCode && existingMessage == request.ErrorMessage {
+				classificationNoop = true
+				return nil
+			}
+			if !(storedStatus == "uncertain" && existingCode == "connector_delivery_uncertain") {
+				classificationConflict = true
+				return nil
+			}
+		}
+
+		nextState := make(map[string]any, len(sourceState)+2)
+		for key, value := range sourceState {
+			nextState[key] = value
+		}
+		nextState["status"] = request.Status
+		nextState["error_code"] = request.ErrorCode
+		nextState["error_message"] = request.ErrorMessage
+		nextState["updated_at"] = time.Now().UTC()
+		sourceOperations[request.Operation] = nextState
+		for i := range conversations {
+			isSource := conversations[i].ID == source.ID
+			isColorTarget := isSource
+			if request.Operation == "set_customer_color" && request.Status == "succeeded" && !isSource && conversations[i].ContactInboxID != nil {
+				_, isColorTarget = colorContactInboxIDs[*conversations[i].ContactInboxID]
+			}
+			if !isSource && !isColorTarget {
+				continue
+			}
+			current := map[string]any{}
+			if len(conversations[i].AdditionalAttributes) > 0 {
+				if err := json.Unmarshal(conversations[i].AdditionalAttributes, &current); err != nil {
+					return err
+				}
+			}
+			if current == nil {
+				current = map[string]any{}
+			}
+			if request.Status == "succeeded" {
+				if request.Operation == "set_chat_kind" {
+					current["swt_chat_kind"] = request.ChatKindID
+				} else {
+					current["swt_label_color"] = request.CustomerColorID
+				}
+			}
+			if isSource {
+				currentOperations, _ := current["swt_classification_operations"].(map[string]any)
+				if currentOperations == nil {
+					currentOperations = map[string]any{}
+				}
+				currentOperations[request.Operation] = nextState
+				current["swt_classification_operations"] = currentOperations
+				current["swt_classification_status"] = request.Status
+				current["swt_classification_event_id"] = request.EventID
+				if request.ErrorCode != "" {
+					current["swt_classification_error_code"] = request.ErrorCode
+				} else {
+					delete(current, "swt_classification_error_code")
+				}
+				if request.ErrorMessage != "" {
+					current["swt_classification_error"] = request.ErrorMessage
+				} else {
+					delete(current, "swt_classification_error")
+				}
+			}
+			updated, err := json.Marshal(current)
+			if err != nil {
+				return err
+			}
+			if err := tx.WithContext(c.Request.Context()).Model(&conversations[i]).Update("additional_attributes", updated).Error; err != nil {
+				return err
+			}
+		}
+		return nil
+	}); err != nil {
+		if errors.Is(err, gorm.ErrRecordNotFound) {
+			h.connectorError(c, http.StatusNotFound, "not_found", "conversation not found", false)
+		} else {
+			h.connectorError(c, http.StatusInternalServerError, "conversation_update_failed", "failed to update conversation classification", true)
 		}
-	}
-	attributes["swt_classification_status"] = request.Status
-	attributes["swt_classification_event_id"] = request.EventID
-	if request.ErrorCode != "" {
-		attributes["swt_classification_error_code"] = request.ErrorCode
-	} else {
-		delete(attributes, "swt_classification_error_code")
-	}
-	if request.ErrorMessage != "" {
-		attributes["swt_classification_error"] = request.ErrorMessage
-	} else {
-		delete(attributes, "swt_classification_error")
-	}
-	updatedAttributes, err := json.Marshal(attributes)
-	if err != nil {
-		h.connectorError(c, http.StatusInternalServerError, "conversation_attributes_invalid", "conversation attributes are invalid", true)
 		return
 	}
-	if err := h.db.WithContext(c.Request.Context()).Model(&conversation).Update("additional_attributes", updatedAttributes).Error; err != nil {
-		h.connectorError(c, http.StatusInternalServerError, "conversation_update_failed", "failed to update conversation classification", true)
+	if classificationErrorCode != "" {
+		h.connectorError(c, http.StatusConflict, classificationErrorCode, classificationErrorMessage, false)
 		return
 	}
-	c.JSON(http.StatusOK, gin.H{"updated": true, "status": request.Status})
+	if classificationConflict {
+		h.connectorError(c, http.StatusConflict, "idempotency_conflict", "classification result conflicts with its terminal state", false)
+		return
+	}
+	if classificationNoop {
+		c.JSON(http.StatusOK, gin.H{"updated": false, "status": request.Status, "event_id": request.EventID})
+		return
+	}
+	if staleEventID != "" {
+		c.JSON(http.StatusOK, gin.H{"updated": false, "stale": true, "event_id": staleEventID, "status": staleStatus})
+		return
+	}
+	c.JSON(http.StatusOK, gin.H{"updated": true, "status": request.Status, "event_id": request.EventID})
 }
 
 func (h *ShangwutongConnectorHandler) userInbox(c *gin.Context) (*model.Inbox, bool) {
diff --git a/backend/internal/handler/api/v1/shangwutong_connector_handler_test.go b/backend/internal/handler/api/v1/shangwutong_connector_handler_test.go
index bc154af4..3db8dd26 100644
--- a/backend/internal/handler/api/v1/shangwutong_connector_handler_test.go
+++ b/backend/internal/handler/api/v1/shangwutong_connector_handler_test.go
@@ -181,6 +181,140 @@ func TestShangwutongClassificationUpdateAcceptsConversationDisplayID(t *testing.
 	require.Contains(t, string(job.Payload), fmt.Sprintf(`"conversation_id":%d`, conversation.ID))
 }
 
+func TestShangwutongConnectorContactOperationStatusIsIdempotentAndStaleSafe(t *testing.T) {
+	router, db, token, inbox, _ := setupShangwutongConnectorAPI(t)
+	contact := &model.Contact{AccountID: inbox.AccountID, Name: "Visitor"}
+	require.NoError(t, db.Create(contact).Error)
+	ci := &model.ContactInbox{ContactID: contact.ID, InboxID: inbox.ID, SourceID: "visitor", ChannelMetadata: datatypes.JSON([]byte(`{"cid":"cid-1","swt_contact_name_operation":{"event_id":"contact-event-1","operation":"change_contact_name","status":"pending","account_id":1,"inbox_id":1,"contact_inbox_id":1,"source_id":"visitor","contact_id":1,"name":"Renamed"}}`))}
+	require.NoError(t, db.Create(ci).Error)
+	path := fmt.Sprintf("/api/v1/connector/shangwutong/inboxes/%d/contacts/visitor/status", inbox.ID)
+	body := map[string]any{"event_id": "contact-event-1", "operation": "change_contact_name", "contact_id": contact.ID, "name": "Renamed", "status": "succeeded"}
+	request := func(payload map[string]any) *httptest.ResponseRecorder {
+		encoded, err := json.Marshal(payload)
+		require.NoError(t, err)
+		req := httptest.NewRequest(http.MethodPut, path, bytes.NewReader(encoded))
+		req.Header.Set("Authorization", "Bearer "+token)
+		req.Header.Set("Content-Type", "application/json")
+		eventID, _ := payload["event_id"].(string)
+		req.Header.Set("Idempotency-Key", fmt.Sprintf("swt-contact-operation:%d:%s", inbox.ID, eventID))
+		response := httptest.NewRecorder()
+		router.ServeHTTP(response, req)
+		return response
+	}
+	updated := request(body)
+	require.Equal(t, http.StatusOK, updated.Code, updated.Body.String())
+	replayed := request(body)
+	require.Equal(t, http.StatusOK, replayed.Code, replayed.Body.String())
+	require.Contains(t, replayed.Body.String(), `"updated":false`)
+	body["status"] = "failed"
+	body["error_code"] = "remote_rejected"
+	conflict := request(body)
+	require.Equal(t, http.StatusConflict, conflict.Code, conflict.Body.String())
+	body["event_id"] = "old-event"
+	body["status"] = "failed"
+	stale := request(body)
+	require.Equal(t, http.StatusOK, stale.Code, stale.Body.String())
+	require.Contains(t, stale.Body.String(), `"stale":true`)
+
+	require.NoError(t, db.First(ci, ci.ID).Error)
+	var metadata map[string]any
+	require.NoError(t, json.Unmarshal(ci.ChannelMetadata, &metadata))
+	state := metadata["swt_contact_name_operation"].(map[string]any)
+	require.Equal(t, "succeeded", state["status"])
+}
+
+func TestShangwutongClassificationCallbackIsScopedAndStaleSafe(t *testing.T) {
+	router, db, token, inbox, _ := setupShangwutongConnectorAPI(t)
+	contact := &model.Contact{AccountID: inbox.AccountID, Name: "Visitor"}
+	require.NoError(t, db.Create(contact).Error)
+	contactInbox := &model.ContactInbox{ContactID: contact.ID, InboxID: inbox.ID, SourceID: "visitor", ChannelMetadata: datatypes.JSON([]byte(`{"cid":"cid-1"}`))}
+	otherContactInbox := &model.ContactInbox{ContactID: contact.ID, InboxID: inbox.ID, SourceID: "visitor-other", ChannelMetadata: datatypes.JSON([]byte(`{"cid":"cid-2"}`))}
+	sameCIDContact := &model.Contact{AccountID: inbox.AccountID, Name: "Merged visitor"}
+	require.NoError(t, db.Create(contactInbox).Error)
+	require.NoError(t, db.Create(otherContactInbox).Error)
+	require.NoError(t, db.Create(sameCIDContact).Error)
+	sameCIDContactInbox := &model.ContactInbox{ContactID: sameCIDContact.ID, InboxID: inbox.ID, SourceID: "visitor-same-cid", ChannelMetadata: datatypes.JSON([]byte(`{"cid":"cid-1"}`))}
+	require.NoError(t, db.Create(sameCIDContactInbox).Error)
+	conversation := &model.Conversation{AccountID: inbox.AccountID, InboxID: inbox.ID, ContactID: contact.ID, ContactInboxID: &contactInbox.ID, Status: "open"}
+	peer := &model.Conversation{AccountID: inbox.AccountID, InboxID: inbox.ID, ContactID: contact.ID, ContactInboxID: &contactInbox.ID, Status: "open", AdditionalAttributes: datatypes.JSON([]byte(`{"keep":"yes"}`))}
+	otherConversation := &model.Conversation{AccountID: inbox.AccountID, InboxID: inbox.ID, ContactID: contact.ID, ContactInboxID: &otherContactInbox.ID, Status: "open"}
+	sameCIDConversation := &model.Conversation{AccountID: inbox.AccountID, InboxID: inbox.ID, ContactID: sameCIDContact.ID, ContactInboxID: &sameCIDContactInbox.ID, Status: "open"}
+	require.NoError(t, db.Create(conversation).Error)
+	require.NoError(t, db.Create(peer).Error)
+	require.NoError(t, db.Create(otherConversation).Error)
+	require.NoError(t, db.Create(sameCIDConversation).Error)
+	require.NoError(t, db.Create(&model.ShangwutongClassificationCache{
+		InboxID: inbox.ID, ConversationKinds: datatypes.JSON([]byte(`[]`)), CustomerColorKinds: datatypes.JSON([]byte(`[{"id":"color-1","name":"VIP"},{"id":"color-2","name":"New"}]`)), SyncStatus: "succeeded",
+	}).Error)
+	changePath := fmt.Sprintf("/api/v1/accounts/%d/conversations/%d/shangwutong-classifications", inbox.AccountID, conversation.ID)
+	accepted := connectorRequest(t, router, "", http.MethodPatch, changePath, map[string]string{"customer_color_id": "color-1"})
+	require.Equal(t, http.StatusAccepted, accepted.Code, accepted.Body.String())
+	var queued struct {
+		SyncID string `json:"sync_id"`
+	}
+	require.NoError(t, json.Unmarshal(accepted.Body.Bytes(), &queued))
+	require.NotEmpty(t, queued.SyncID)
+	callbackPath := fmt.Sprintf("/api/v1/connector/shangwutong/inboxes/%d/conversations/%d/classifications/status", inbox.ID, conversation.ID)
+	callback := func(eventID string, body map[string]any) *httptest.ResponseRecorder {
+		encoded, err := json.Marshal(body)
+		require.NoError(t, err)
+		req := httptest.NewRequest(http.MethodPut, callbackPath, bytes.NewReader(encoded))
+		req.Header.Set("Authorization", "Bearer "+token)
+		req.Header.Set("Content-Type", "application/json")
+		req.Header.Set("Idempotency-Key", fmt.Sprintf("swt-classification-operation:%d:%s", inbox.ID, eventID))
+		response := httptest.NewRecorder()
+		router.ServeHTTP(response, req)
+		return response
+	}
+	result := map[string]any{"event_id": queued.SyncID, "operation": "set_customer_color", "status": "succeeded", "customer_color_id": "color-1"}
+	response := callback(queued.SyncID, result)
+	require.Equal(t, http.StatusOK, response.Code, response.Body.String())
+	replayed := callback(queued.SyncID, result)
+	require.Equal(t, http.StatusOK, replayed.Code, replayed.Body.String())
+	require.Contains(t, replayed.Body.String(), `"updated":false`)
+	conflicting := map[string]any{"event_id": queued.SyncID, "operation": "set_customer_color", "status": "succeeded", "customer_color_id": "color-2"}
+	conflict := callback(queued.SyncID, conflicting)
+	require.Equal(t, http.StatusConflict, conflict.Code, conflict.Body.String())
+	require.Contains(t, conflict.Body.String(), `"code":"idempotency_conflict"`)
+	var updatedConversation, updatedPeer, updatedOther, updatedSameCID model.Conversation
+	require.NoError(t, db.First(&updatedConversation, conversation.ID).Error)
+	require.NoError(t, db.First(&updatedPeer, peer.ID).Error)
+	require.NoError(t, db.First(&updatedOther, otherConversation.ID).Error)
+	require.NoError(t, db.First(&updatedSameCID, sameCIDConversation.ID).Error)
+	var conversationAttributes, peerAttributes, sameCIDAttributes map[string]any
+	require.NoError(t, json.Unmarshal(updatedConversation.AdditionalAttributes, &conversationAttributes))
+	require.NoError(t, json.Unmarshal(updatedPeer.AdditionalAttributes, &peerAttributes))
+	require.NoError(t, json.Unmarshal(updatedSameCID.AdditionalAttributes, &sameCIDAttributes))
+	require.Equal(t, "color-1", conversationAttributes["swt_label_color"])
+	require.Equal(t, "color-1", peerAttributes["swt_label_color"])
+	require.Equal(t, "color-1", sameCIDAttributes["swt_label_color"])
+	require.Equal(t, "yes", peerAttributes["keep"])
+	require.NotContains(t, string(updatedOther.AdditionalAttributes), "swt_label_color")
+
+	accepted = connectorRequest(t, router, "", http.MethodPatch, changePath, map[string]string{"customer_color_id": "color-2"})
+	require.Equal(t, http.StatusAccepted, accepted.Code, accepted.Body.String())
+	var next struct {
+		SyncID string `json:"sync_id"`
+	}
+	require.NoError(t, json.Unmarshal(accepted.Body.Bytes(), &next))
+	stale := callback(queued.SyncID, result)
+	require.Equal(t, http.StatusOK, stale.Code, stale.Body.String())
+	require.Contains(t, stale.Body.String(), `"stale":true`)
+
+	var pendingConversation model.Conversation
+	require.NoError(t, db.First(&pendingConversation, conversation.ID).Error)
+	var pendingAttributes map[string]any
+	require.NoError(t, json.Unmarshal(pendingConversation.AdditionalAttributes, &pendingAttributes))
+	pendingState := pendingAttributes["swt_classification_operations"].(map[string]any)["set_customer_color"].(map[string]any)
+	pendingState["status"], pendingState["error_code"], pendingState["error_message"] = "uncertain", "connector_delivery_uncertain", "delivery acknowledgement was not received"
+	pendingEncoded, err := json.Marshal(pendingAttributes)
+	require.NoError(t, err)
+	require.NoError(t, db.Model(&pendingConversation).Update("additional_attributes", datatypes.JSON(pendingEncoded)).Error)
+	resolved := callback(next.SyncID, map[string]any{"event_id": next.SyncID, "operation": "set_customer_color", "status": "succeeded", "customer_color_id": "color-2"})
+	require.Equal(t, http.StatusOK, resolved.Code, resolved.Body.String())
+	require.Contains(t, resolved.Body.String(), `"updated":true`)
+}
+
 func uintPointer(value uint) *uint { return &value }
 
 func setupShangwutongConnectorAPI(t *testing.T) (*gin.Engine, *gorm.DB, string, *model.Inbox, *model.Inbox) {
@@ -235,6 +369,8 @@ func setupShangwutongConnectorAPI(t *testing.T) (*gin.Engine, *gorm.DB, string,
 	group.PUT("/inboxes/:inbox_id/status", handler.UpdateInboxStatus)
 	group.PUT("/inboxes/:inbox_id/messages/:message_id/status", handler.UpdateMessageStatus)
 	group.PATCH("/inboxes/:inbox_id/contacts/:source_id", handler.UpdateContactMetadata)
+	group.PUT("/inboxes/:inbox_id/contacts/:source_id/status", handler.UpdateContactOperationStatus)
+	group.PUT("/inboxes/:inbox_id/conversations/:conversation_id/classifications/status", handler.UpdateClassificationStatus)
 	router.PATCH("/api/v1/accounts/:account_id/conversations/:conversation_id/shangwutong-classifications", handler.UpdateConversationClassification)
 	return router, db, token, inboxes[0], inboxes[1]
 }
diff --git a/backend/internal/handler/api/v1/whatsapp_call_handler.go b/backend/internal/handler/api/v1/whatsapp_call_handler.go
index f9438f46..e4200fdb 100644
--- a/backend/internal/handler/api/v1/whatsapp_call_handler.go
+++ b/backend/internal/handler/api/v1/whatsapp_call_handler.go
@@ -9,6 +9,7 @@ import (
 	"time"
 
 	"github.com/gin-gonic/gin"
+	"github.com/gochat/gochat/internal/auth"
 	"github.com/gochat/gochat/internal/model"
 
 	"github.com/gochat/gochat/internal/service"
@@ -37,7 +38,7 @@ func (h *WhatsAppCallHandler) Index(c *gin.Context) {
 	inboxID, _ := strconv.ParseUint(c.Query("inbox_id"), 10, 64)
 	agentID, _ := strconv.ParseUint(c.Query("agent_id"), 10, 64)
 	role := c.GetString("role")
-	filter := service.AccountCallListFilter{Page: page, UserID: getUserID(c), CustomRoleID: getCustomRoleID(c), AccountWide: role == "administrator" || role == "super_admin", Status: c.Query("status"), Direction: c.Query("direction"), InboxID: uint(inboxID), AgentID: uint(agentID)}
+	filter := service.AccountCallListFilter{Page: page, UserID: getUserID(c), CustomRoleID: getCustomRoleID(c), AccountWide: role == auth.RoleAdministrator || role == auth.RoleSuperAdmin, Status: c.Query("status"), Direction: c.Query("direction"), InboxID: uint(inboxID), AgentID: uint(agentID)}
 	if c.Query("since") != "" && c.Query("until") != "" {
 		since, errSince := parseChatwootReportTime(c.Query("since"))
 		until, errUntil := parseChatwootReportTime(c.Query("until"))
diff --git a/backend/internal/handler/widget/widget_handler.go b/backend/internal/handler/widget/widget_handler.go
index 41bc2685..7e6dfc36 100644
--- a/backend/internal/handler/widget/widget_handler.go
+++ b/backend/internal/handler/widget/widget_handler.go
@@ -979,6 +979,8 @@ func (h *WidgetHandler) PublicInboxShow(c *gin.Context) {
 	c.JSON(http.StatusOK, payload)
 }
 
+// Public widget requests are not a trusted connector boundary. Origin headers
+// are never promoted into internal event context here.
 func (h *WidgetHandler) PublicCreateContact(c *gin.Context) {
 	req, err := bindPublicContactRequest(c)
 	if err != nil {
diff --git a/backend/internal/middleware/account_scope.go b/backend/internal/middleware/account_scope.go
index a64197bd..8b8dd039 100644
--- a/backend/internal/middleware/account_scope.go
+++ b/backend/internal/middleware/account_scope.go
@@ -67,7 +67,7 @@ func AccountScope() gin.HandlerFunc {
 		// Step 4: Get role from JWT claims. AuthMiddleware stores the current
 		// keys as "role" and "claims"; retain the legacy names for callers that
 		// still construct middleware contexts directly.
-		roleStr := "agent" // default fallback
+		roleStr := auth.RoleAgent // default fallback
 		for _, key := range []string{"role", "user_role"} {
 			if role, roleExists := c.Get(key); roleExists {
 				if s, ok := role.(string); ok && s != "" {
@@ -77,7 +77,7 @@ func AccountScope() gin.HandlerFunc {
 			}
 		}
 		if isSuperAdminContext(c) {
-			roleStr = "super_admin"
+			roleStr = auth.RoleSuperAdmin
 		}
 
 		// Step 5: Get custom_role_id from JWT claims
@@ -95,7 +95,7 @@ func AccountScope() gin.HandlerFunc {
 				}
 			}
 		}
-		if roleStr == "administrator" && customRoleID > 0 {
+		if roleStr == auth.RoleAdministrator && customRoleID > 0 {
 			response.AbortWithStatusError(c, http.StatusForbidden, response.ErrForbidden,
 				"invalid administrator custom role assignment")
 			return
@@ -159,9 +159,9 @@ func AccountScopeWithService(lookup RBACLookup) gin.HandlerFunc {
 
 		c.Set("account_id", accountID)
 		if isSuperAdminContext(c) {
-			c.Set("role", "super_admin")
+			c.Set("role", auth.RoleSuperAdmin)
 			c.Set("custom_role_id", uint(0))
-			c.Set("policy_context", auth.NewPolicyContext(userID.(uint), accountID, "super_admin", 0, nil))
+			c.Set("policy_context", auth.NewPolicyContext(userID.(uint), accountID, auth.RoleSuperAdmin, 0, nil))
 			c.Next()
 			return
 		}
@@ -173,7 +173,7 @@ func AccountScopeWithService(lookup RBACLookup) gin.HandlerFunc {
 				"User does not belong to this account")
 			return
 		}
-		if role == "administrator" && customRoleID > 0 {
+		if role == auth.RoleAdministrator && customRoleID > 0 {
 			response.AbortWithStatusError(c, http.StatusForbidden, response.ErrForbidden,
 				"invalid administrator custom role assignment")
 			return
@@ -193,8 +193,8 @@ func AccountScopeWithService(lookup RBACLookup) gin.HandlerFunc {
 		}
 
 		effectiveRole := role
-		if customRoleID > 0 && effectiveRole != "administrator" {
-			effectiveRole = "custom_role"
+		if customRoleID > 0 && effectiveRole != auth.RoleAdministrator {
+			effectiveRole = auth.RoleCustom
 		}
 		c.Set("role", effectiveRole)
 		c.Set("custom_role_id", customRoleID)
diff --git a/backend/internal/middleware/auth.go b/backend/internal/middleware/auth.go
index d535277c..7dd68e8c 100644
--- a/backend/internal/middleware/auth.go
+++ b/backend/internal/middleware/auth.go
@@ -91,7 +91,7 @@ func AuthMiddlewareWithServiceAndDB(jwtSvc *auth.JWTService, db *gorm.DB) gin.Ha
 			}
 
 			// Set defaults for role/provider so downstream PolicyMiddleware doesn't break
-			c.Set("role", "agent")
+			c.Set("role", auth.RoleAgent)
 			c.Set("provider", "dev_header")
 			c.Set("custom_role_id", uint(0))
 			c.Next()
diff --git a/backend/internal/middleware/role_check.go b/backend/internal/middleware/role_check.go
index 07483360..fd97ef74 100644
--- a/backend/internal/middleware/role_check.go
+++ b/backend/internal/middleware/role_check.go
@@ -17,8 +17,9 @@ import (
 // This is a simple role gate — for more granular permission checks, use PolicyMiddleware.
 //
 // Usage:
-//   router.POST("/accounts/:id/users", RoleCheck("administrator"), inviteUser)
-//   router.GET("/reports", RoleCheck("administrator"), viewReports)
+//
+//	router.POST("/accounts/:id/users", RoleCheck("administrator"), inviteUser)
+//	router.GET("/reports", RoleCheck("administrator"), viewReports)
 //
 // Valid role values: "agent", "administrator", "custom_role"
 func RoleCheck(role string) gin.HandlerFunc {
@@ -38,19 +39,19 @@ func RoleCheck(role string) gin.HandlerFunc {
 		}
 
 		switch role {
-		case "administrator":
+		case auth.RoleAdministrator:
 			if !policyCtx.IsAdministrator() {
 				response.AbortWithStatusError(c, http.StatusForbidden, response.ErrForbidden,
 					"Administrator role required")
 				return
 			}
-		case "agent":
+		case auth.RoleAgent:
 			if !policyCtx.IsAgent() {
 				response.AbortWithStatusError(c, http.StatusForbidden, response.ErrForbidden,
 					"Agent role required")
 				return
 			}
-		case "custom_role":
+		case auth.RoleCustom:
 			if !policyCtx.IsCustomRole() {
 				response.AbortWithStatusError(c, http.StatusForbidden, response.ErrForbidden,
 					"Custom role required")
@@ -73,7 +74,8 @@ func RoleCheck(role string) gin.HandlerFunc {
 // Useful for endpoints accessible to multiple roles.
 //
 // Usage:
-//   router.GET("/dashboard", RoleCheckAny("administrator", "custom_role"), viewDashboard)
+//
+//	router.GET("/dashboard", RoleCheckAny("administrator", "custom_role"), viewDashboard)
 func RoleCheckAny(roles ...string) gin.HandlerFunc {
 	roleSet := make(map[string]bool, len(roles))
 	for _, r := range roles {
@@ -114,4 +116,4 @@ func formatRoles(roles []string) string {
 		result += r
 	}
 	return result
-}
\ No newline at end of file
+}
diff --git a/backend/internal/model/account_user.go b/backend/internal/model/account_user.go
index 1d2f1c08..5ada78f8 100644
--- a/backend/internal/model/account_user.go
+++ b/backend/internal/model/account_user.go
@@ -40,12 +40,12 @@ func (AccountUser) TableName() string { return "account_users" }
 
 // IsAdministrator returns true if the AccountUser has administrator role.
 func (au *AccountUser) IsAdministrator() bool {
-	return au.Role == "administrator"
+	return au.Role == string(AccountUserRoleAdministrator)
 }
 
 // IsAgent returns true if the AccountUser has agent role.
 func (au *AccountUser) IsAgent() bool {
-	return au.Role == "agent"
+	return au.Role == string(AccountUserRoleAgent)
 }
 
 // HasCustomRole returns true if the AccountUser has a custom enterprise role.
diff --git a/backend/internal/model/inbox_member.go b/backend/internal/model/inbox_member.go
index e8c099ac..dfaa6613 100644
--- a/backend/internal/model/inbox_member.go
+++ b/backend/internal/model/inbox_member.go
@@ -2,6 +2,8 @@ package model
 
 // InboxMember represents an agent assigned to an inbox.
 // Reference: Chatwoot InboxMember model + P2B M2 spec
+const InboxMemberRoleAgent = "agent"
+
 type InboxMember struct {
 	Base
 	InboxID             uint   `gorm:"column:inbox_id;not null;index" json:"inbox_id"`
diff --git a/backend/internal/repository/account_repo.go b/backend/internal/repository/account_repo.go
index 0f384f48..784322fa 100644
--- a/backend/internal/repository/account_repo.go
+++ b/backend/internal/repository/account_repo.go
@@ -173,7 +173,7 @@ func (r *AccountRepo) UpsertAccountUser(ctx context.Context, accountID, userID u
 		au = model.AccountUser{
 			AccountID:    accountID,
 			UserID:       userID,
-			Role:         "agent",
+			Role:         string(model.AccountUserRoleAgent),
 			Availability: "offline",
 			AutoOffline:  true,
 		}
diff --git a/backend/internal/repository/account_user_repo.go b/backend/internal/repository/account_user_repo.go
index da705415..2e2e6aaa 100644
--- a/backend/internal/repository/account_user_repo.go
+++ b/backend/internal/repository/account_user_repo.go
@@ -44,7 +44,7 @@ func (r *AccountUserRepo) FindOnlineAgentsByAccount(ctx context.Context, account
 	err := r.db.WithContext(ctx).
 		Model(&model.AccountUser{}).
 		Joins("JOIN users ON users.id = account_users.user_id AND users.active = ?", true).
-		Where("account_users.account_id = ? AND account_users.availability = ? AND account_users.role IN ?", accountID, "online", []string{"agent", "administrator"}).
+		Where("account_users.account_id = ? AND account_users.availability = ? AND account_users.role IN ?", accountID, "online", []string{string(model.AccountUserRoleAgent), string(model.AccountUserRoleAdministrator)}).
 		Find(&agents).Error
 	return agents, err
 }
@@ -79,7 +79,7 @@ func (r *AccountUserRepo) IsAdministrator(ctx context.Context, accountID, userID
 	var count int64
 	err := r.db.WithContext(ctx).
 		Model(&model.AccountUser{}).
-		Where("account_id = ? AND user_id = ? AND role = ?", accountID, userID, "administrator").
+		Where("account_id = ? AND user_id = ? AND role = ?", accountID, userID, string(model.AccountUserRoleAdministrator)).
 		Count(&count).Error
 	return count > 0, err
 }
@@ -90,7 +90,7 @@ func (r *AccountUserRepo) IsAgentOrAdmin(ctx context.Context, accountID, userID
 	err := r.db.WithContext(ctx).
 		Model(&model.AccountUser{}).
 		Joins("JOIN users ON users.id = account_users.user_id AND users.active = ?", true).
-		Where("account_users.account_id = ? AND account_users.user_id = ? AND account_users.role IN ?", accountID, userID, []string{"agent", "administrator"}).
+		Where("account_users.account_id = ? AND account_users.user_id = ? AND account_users.role IN ?", accountID, userID, []string{string(model.AccountUserRoleAgent), string(model.AccountUserRoleAdministrator)}).
 		Count(&count).Error
 	return count > 0, err
 }
diff --git a/backend/internal/repository/agent_repo.go b/backend/internal/repository/agent_repo.go
index 94ffb130..dcaf6b3c 100644
--- a/backend/internal/repository/agent_repo.go
+++ b/backend/internal/repository/agent_repo.go
@@ -32,10 +32,10 @@ func normalizeAgentRole(role string, customRoleID uint) (string, error) {
 	if customRoleID == 0 {
 		return role, nil
 	}
-	if role == "administrator" {
+	if role == string(model.AccountUserRoleAdministrator) {
 		return "", fmt.Errorf("invalid role assignment: administrator cannot have a custom role")
 	}
-	return "agent", nil
+	return string(model.AccountUserRoleAgent), nil
 }
 
 func validateCustomRoleAssignment(tx *gorm.DB, accountID, customRoleID uint) error {
@@ -276,7 +276,7 @@ func (r *AgentRepo) UpdateAgentWithActive(ctx context.Context, userID, accountID
 				assignedCustomRoleID = *customRoleID
 			}
 		}
-		if role == "administrator" && assignedCustomRoleID > 0 {
+		if role == string(model.AccountUserRoleAdministrator) && assignedCustomRoleID > 0 {
 			return fmt.Errorf("invalid role assignment: administrator cannot have a custom role")
 		}
 		if assignedCustomRoleID > 0 {
diff --git a/backend/internal/repository/conversation_label_repo.go b/backend/internal/repository/conversation_label_repo.go
index 914761d7..29fab90b 100644
--- a/backend/internal/repository/conversation_label_repo.go
+++ b/backend/internal/repository/conversation_label_repo.go
@@ -2,6 +2,7 @@ package repository
 
 import (
 	"context"
+	"strings"
 
 	"github.com/gochat/gochat/internal/model"
 	"gorm.io/gorm"
@@ -18,26 +19,49 @@ func NewConversationLabelRepo(db *gorm.DB) *ConversationLabelRepo {
 
 // AddLabel attaches a tag to a conversation.
 func (r *ConversationLabelRepo) AddLabel(ctx context.Context, cl *model.ConversationLabel) error {
-	return r.db.WithContext(ctx).Create(cl).Error
+	return r.db.WithContext(ctx).Transaction(func(tx *gorm.DB) error {
+		if err := tx.Create(cl).Error; err != nil {
+			return err
+		}
+		return syncConversationLabels(ctx, tx, cl.ConversationID)
+	})
 }
 
 // AddLabels attaches multiple tags to a conversation in a single transaction.
 func (r *ConversationLabelRepo) AddLabels(ctx context.Context, labels []model.ConversationLabel) error {
-	return r.db.WithContext(ctx).CreateInBatches(labels, 100).Error
+	return r.db.WithContext(ctx).Transaction(func(tx *gorm.DB) error {
+		if err := tx.CreateInBatches(labels, 100).Error; err != nil {
+			return err
+		}
+		seen := make(map[uint]struct{}, len(labels))
+		for _, label := range labels {
+			if _, ok := seen[label.ConversationID]; ok {
+				continue
+			}
+			seen[label.ConversationID] = struct{}{}
+			if err := syncConversationLabels(ctx, tx, label.ConversationID); err != nil {
+				return err
+			}
+		}
+		return nil
+	})
 }
 
 // RemoveLabel detaches a specific tag from a conversation.
 func (r *ConversationLabelRepo) RemoveLabel(ctx context.Context, conversationID, tagID uint) error {
-	return r.db.WithContext(ctx).
-		Where("conversation_id = ? AND tag_id = ?", conversationID, tagID).
-		Delete(&model.ConversationLabel{}).Error
+	return r.db.WithContext(ctx).Transaction(func(tx *gorm.DB) error {
+		if err := tx.Where("conversation_id = ? AND tag_id = ?", conversationID, tagID).Delete(&model.ConversationLabel{}).Error; err != nil {
+			return err
+		}
+		return syncConversationLabels(ctx, tx, conversationID)
+	})
 }
 
 // RemoveAllLabels detaches all tags from a conversation.
 func (r *ConversationLabelRepo) RemoveAllLabels(ctx context.Context, conversationID uint) error {
-	return r.db.WithContext(ctx).
-		Where("conversation_id = ?", conversationID).
-		Delete(&model.ConversationLabel{}).Error
+	return r.db.WithContext(ctx).Transaction(func(tx *gorm.DB) error {
+		return removeAllLabelsAndSync(ctx, tx, conversationID)
+	})
 }
 
 // FindByConversationID returns all labels attached to a conversation, with tag details preloaded.
@@ -89,14 +113,22 @@ func (r *ConversationLabelRepo) BatchAddLabels(ctx context.Context, conversation
 			AccountID:      accountID,
 		}
 	}
-	return r.db.WithContext(ctx).CreateInBatches(labels, 100).Error
+	return r.AddLabels(ctx, labels)
 }
 
 // BatchRemoveLabels removes a tag from multiple conversations at once.
 func (r *ConversationLabelRepo) BatchRemoveLabels(ctx context.Context, conversationIDs []uint, tagID uint) error {
-	return r.db.WithContext(ctx).
-		Where("conversation_id IN ? AND tag_id = ?", conversationIDs, tagID).
-		Delete(&model.ConversationLabel{}).Error
+	return r.db.WithContext(ctx).Transaction(func(tx *gorm.DB) error {
+		if err := tx.Where("conversation_id IN ? AND tag_id = ?", conversationIDs, tagID).Delete(&model.ConversationLabel{}).Error; err != nil {
+			return err
+		}
+		for _, conversationID := range conversationIDs {
+			if err := syncConversationLabels(ctx, tx, conversationID); err != nil {
+				return err
+			}
+		}
+		return nil
+	})
 }
 
 // Exists checks if a specific label is already attached to a conversation.
@@ -112,21 +144,41 @@ func (r *ConversationLabelRepo) Exists(ctx context.Context, conversationID, tagI
 
 // ReplaceLabels replaces all labels on a conversation with the given set of tag IDs.
 func (r *ConversationLabelRepo) ReplaceLabels(ctx context.Context, conversationID, accountID uint, tagIDs []uint) error {
-	// Remove all existing labels
-	if err := r.RemoveAllLabels(ctx, conversationID); err != nil {
+	return r.db.WithContext(ctx).Transaction(func(tx *gorm.DB) error {
+		if err := removeAllLabelsAndSync(ctx, tx, conversationID); err != nil {
+			return err
+		}
+		if len(tagIDs) == 0 {
+			return nil
+		}
+		labels := make([]model.ConversationLabel, len(tagIDs))
+		for i, tagID := range tagIDs {
+			labels[i] = model.ConversationLabel{
+				ConversationID: conversationID,
+				TagID:          tagID,
+				AccountID:      accountID,
+			}
+		}
+		if err := tx.CreateInBatches(labels, 100).Error; err != nil {
+			return err
+		}
+		return syncConversationLabels(ctx, tx, conversationID)
+	})
+}
+
+func removeAllLabelsAndSync(ctx context.Context, tx *gorm.DB, conversationID uint) error {
+	if err := tx.Where("conversation_id = ?", conversationID).Delete(&model.ConversationLabel{}).Error; err != nil {
 		return err
 	}
-	// Add new labels
-	if len(tagIDs) == 0 {
-		return nil
+	return syncConversationLabels(ctx, tx, conversationID)
+}
+
+func syncConversationLabels(ctx context.Context, tx *gorm.DB, conversationID uint) error {
+	var names []string
+	if err := tx.WithContext(ctx).Table("tags").Select("tags.name").Joins(
+		"JOIN conversation_labels ON conversation_labels.tag_id = tags.id",
+	).Where("conversation_labels.conversation_id = ?", conversationID).Order("conversation_labels.id ASC").Scan(&names).Error; err != nil {
+		return err
 	}
-	labels := make([]model.ConversationLabel, len(tagIDs))
-	for i, tagID := range tagIDs {
-		labels[i] = model.ConversationLabel{
-			ConversationID: conversationID,
-			TagID:          tagID,
-			AccountID:      accountID,
-		}
-	}
-	return r.db.WithContext(ctx).CreateInBatches(labels, 100).Error
-}
\ No newline at end of file
+	return tx.WithContext(ctx).Model(&model.Conversation{}).Where("id = ?", conversationID).Update("labels", strings.Join(names, ",")).Error
+}
diff --git a/backend/internal/repository/conversation_repo.go b/backend/internal/repository/conversation_repo.go
index 801fb438..1937ece3 100644
--- a/backend/internal/repository/conversation_repo.go
+++ b/backend/internal/repository/conversation_repo.go
@@ -398,10 +398,39 @@ func (r *ConversationRepo) ToggleStatus(ctx context.Context, id uint, status mod
 		Update("status", status).Error
 }
 
-// UpdateLabels updates the labels on a conversation.
+// UpdateLabels updates the legacy labels column and normalized associations atomically.
 func (r *ConversationRepo) UpdateLabels(ctx context.Context, id uint, labels string) error {
-	return r.db.WithContext(ctx).Model(&model.Conversation{}).Where("id = ?", id).
-		Update("labels", labels).Error
+	return r.db.WithContext(ctx).Transaction(func(tx *gorm.DB) error {
+		var conversation model.Conversation
+		if err := tx.Select("id", "account_id").First(&conversation, id).Error; err != nil {
+			return err
+		}
+		if err := tx.Model(&conversation).Update("labels", labels).Error; err != nil {
+			return err
+		}
+		if err := tx.Where("conversation_id = ?", id).Delete(&model.ConversationLabel{}).Error; err != nil {
+			if strings.Contains(strings.ToLower(err.Error()), "conversation_labels") && strings.Contains(strings.ToLower(err.Error()), "table") {
+				return nil
+			}
+			return err
+		}
+		if strings.TrimSpace(labels) == "" {
+			return nil
+		}
+		parts := strings.Split(labels, ",")
+		var tags []model.Tag
+		if err := tx.Where("account_id = ? AND name IN ?", conversation.AccountID, parts).Find(&tags).Error; err != nil {
+			return err
+		}
+		associations := make([]model.ConversationLabel, 0, len(tags))
+		for _, tag := range tags {
+			associations = append(associations, model.ConversationLabel{ConversationID: id, TagID: tag.ID, AccountID: conversation.AccountID})
+		}
+		if len(associations) == 0 {
+			return nil
+		}
+		return tx.CreateInBatches(associations, 100).Error
+	})
 }
 
 // Delete soft-deletes a conversation.
diff --git a/backend/internal/repository/conversationassignee/gate.go b/backend/internal/repository/conversationassignee/gate.go
index 27808113..a6c9326e 100644
--- a/backend/internal/repository/conversationassignee/gate.go
+++ b/backend/internal/repository/conversationassignee/gate.go
@@ -49,5 +49,5 @@ func eligible(db *gorm.DB, assigneeID uint) *gorm.DB {
 		Where("account_users.account_id = conversations.account_id").
 		Where("account_users.user_id = ?", assigneeID).
 		Where("account_users.deleted_at IS NULL AND users.deleted_at IS NULL").
-		Where("account_users.role IN ? AND users.active = ?", []string{"agent", "administrator"}, true)
+		Where("account_users.role IN ? AND users.active = ?", []string{string(model.AccountUserRoleAgent), string(model.AccountUserRoleAdministrator)}, true)
 }
diff --git a/backend/internal/repository/custom_role_repo.go b/backend/internal/repository/custom_role_repo.go
index 5b5979d6..afb23e30 100644
--- a/backend/internal/repository/custom_role_repo.go
+++ b/backend/internal/repository/custom_role_repo.go
@@ -91,7 +91,7 @@ func (r *CustomRoleRepo) Delete(ctx context.Context, id, accountID uint) error {
 		}
 		if err := tx.Model(&model.AccountUser{}).
 			Where("account_id = ? AND custom_role_id = ?", accountID, id).
-			Updates(map[string]interface{}{"role": "agent", "custom_role_id": 0}).Error; err != nil {
+			Updates(map[string]interface{}{"role": string(model.AccountUserRoleAgent), "custom_role_id": 0}).Error; err != nil {
 			return err
 		}
 		return tx.Delete(&role).Error
diff --git a/backend/internal/router/router.go b/backend/internal/router/router.go
index a46b9a8b..612a1e69 100644
--- a/backend/internal/router/router.go
+++ b/backend/internal/router/router.go
@@ -275,6 +275,13 @@ func RegisterRoutes(
 		}
 		handlers.ShangwutongConnector.UpdateContactMetadata(c)
 	})
+	connector.PUT("/inboxes/:inbox_id/contacts/:source_id/status", func(c *gin.Context) {
+		if handlers == nil || handlers.ShangwutongConnector == nil {
+			webhookProviderUnavailable(c)
+			return
+		}
+		handlers.ShangwutongConnector.UpdateContactOperationStatus(c)
+	})
 	connector.PUT("/inboxes/:inbox_id/classifications", func(c *gin.Context) {
 		if handlers == nil || handlers.ShangwutongConnector == nil {
 			webhookProviderUnavailable(c)
@@ -728,8 +735,8 @@ func registerV1Routes(g *gin.RouterGroup, h *Handlers) {
 		accounts.PUT("/:account_id", middleware.SuperAdminOrAdministrator(), h.Account.Update)
 		accounts.DELETE("/:account_id", middleware.SuperAdminOrAdministrator(), h.Account.Delete)
 		// Account onboarding update (ref: Chatwoot resource :onboarding, only: [:update])
-		accounts.PATCH("/:account_id/onboarding", middleware.RoleCheck("administrator"), h.Account.UpdateOnboarding)
-		accounts.GET("/:account_id/onboarding/help_center_generation", middleware.RoleCheck("administrator"), h.Account.HelpCenterGeneration)
+		accounts.PATCH("/:account_id/onboarding", middleware.RoleCheck(auth.RoleAdministrator), h.Account.UpdateOnboarding)
+		accounts.GET("/:account_id/onboarding/help_center_generation", middleware.RoleCheck(auth.RoleAdministrator), h.Account.HelpCenterGeneration)
 
 		// Account settings (ref: Chatwoot accounts#update settings subset)
 		accounts.PUT("/:account_id/settings", middleware.SuperAdminOrAdministrator(), h.Account.UpdateSettings)
@@ -820,10 +827,10 @@ func registerV1Routes(g *gin.RouterGroup, h *Handlers) {
 				// POST /api/v1/accounts/:id/inboxes/:inbox_id/register_webhook — register channel webhook
 				inboxes.POST("/:inbox_id/register_webhook", h.Inbox.RegisterWebhook)
 				// POST /api/v1/accounts/:id/inboxes/:inbox_id/enable_whatsapp_calling — enable WhatsApp Calling
-				inboxes.POST("/:inbox_id/enable_whatsapp_calling", middleware.RoleCheck("administrator"), h.Inbox.EnableWhatsAppCalling)
+				inboxes.POST("/:inbox_id/enable_whatsapp_calling", middleware.RoleCheck(auth.RoleAdministrator), h.Inbox.EnableWhatsAppCalling)
 				// POST /api/v1/accounts/:id/inboxes/:inbox_id/disable_whatsapp_calling — disable WhatsApp Calling
-				inboxes.POST("/:inbox_id/disable_whatsapp_calling", middleware.RoleCheck("administrator"), h.Inbox.DisableWhatsAppCalling)
-				inboxes.POST("/:inbox_id/set_inbound_calls", middleware.RoleCheck("administrator"), h.Inbox.SetInboundCalls)
+				inboxes.POST("/:inbox_id/disable_whatsapp_calling", middleware.RoleCheck(auth.RoleAdministrator), h.Inbox.DisableWhatsAppCalling)
+				inboxes.POST("/:inbox_id/set_inbound_calls", middleware.RoleCheck(auth.RoleAdministrator), h.Inbox.SetInboundCalls)
 
 				// GET /api/v1/accounts/:id/inboxes/:inbox_id/agent_bot — get currently active agent bot
 				inboxes.GET("/:inbox_id/agent_bot", h.Inbox.GetAgentBot)
@@ -1391,7 +1398,7 @@ func registerV1Routes(g *gin.RouterGroup, h *Handlers) {
 			captain := accountScoped.Group("/captain")
 			{
 				// Assistant-level Skill catalog management (administrator only).
-				skills := captain.Group("/skills", middleware.RoleCheckAny("administrator", "super_admin"))
+				skills := captain.Group("/skills", middleware.RoleCheckAny(auth.RoleAdministrator, auth.RoleSuperAdmin))
 				{
 					skills.GET("", h.CaptainSkill.List)
 					skills.POST("", h.CaptainSkill.Create)
@@ -1401,7 +1408,7 @@ func registerV1Routes(g *gin.RouterGroup, h *Handlers) {
 				}
 
 				// Assistant CRUD
-				assistants := captain.Group("/assistants", middleware.RoleCheck("administrator"))
+				assistants := captain.Group("/assistants", middleware.RoleCheck(auth.RoleAdministrator))
 				{
 					assistants.GET("", h.CaptainAssistant.List)
 					assistants.GET("/", h.CaptainAssistant.List)
@@ -1421,8 +1428,8 @@ func registerV1Routes(g *gin.RouterGroup, h *Handlers) {
 					assistants.POST("/:assistant_id/inboxes", h.CaptainAssistant.AssociateInbox)
 					assistants.DELETE("/:assistant_id/inboxes/:inbox_id", h.CaptainAssistant.DissociateInbox)
 					assistants.POST("/:assistant_id/playground", h.CaptainAssistant.GenerateResponse)
-					assistants.POST("/:assistant_id/skills/:skill_id", middleware.RoleCheckAny("administrator", "super_admin"), h.CaptainSkill.Bind)
-					assistants.DELETE("/:assistant_id/skills/:skill_id", middleware.RoleCheckAny("administrator", "super_admin"), h.CaptainSkill.Unbind)
+					assistants.POST("/:assistant_id/skills/:skill_id", middleware.RoleCheckAny(auth.RoleAdministrator, auth.RoleSuperAdmin), h.CaptainSkill.Bind)
+					assistants.DELETE("/:assistant_id/skills/:skill_id", middleware.RoleCheckAny(auth.RoleAdministrator, auth.RoleSuperAdmin), h.CaptainSkill.Unbind)
 
 					// Documents nested under assistant
 					assistantDocs := assistants.Group("/:assistant_id/documents")
@@ -1459,7 +1466,7 @@ func registerV1Routes(g *gin.RouterGroup, h *Handlers) {
 				}
 
 				// Flat document routes (Chatwoot: resources :documents, only: [:index, :show, :create, :destroy])
-				documents := captain.Group("/documents", middleware.RoleCheck("administrator"))
+				documents := captain.Group("/documents", middleware.RoleCheck(auth.RoleAdministrator))
 				{
 					documents.GET("/", h.CaptainDocument.List)
 					documents.POST("/", h.CaptainDocument.Create)
@@ -1469,7 +1476,7 @@ func registerV1Routes(g *gin.RouterGroup, h *Handlers) {
 				}
 
 				// Flat scenario routes (Chatwoot: resources :scenarios)
-				scenarios := captain.Group("/scenarios", middleware.RoleCheck("administrator"))
+				scenarios := captain.Group("/scenarios", middleware.RoleCheck(auth.RoleAdministrator))
 				{
 					scenarios.GET("/", h.CaptainScenario.List)
 					scenarios.POST("/", h.CaptainScenario.Create)
@@ -1786,12 +1793,12 @@ func registerV1Routes(g *gin.RouterGroup, h *Handlers) {
 			}
 
 			// Notion OAuth authorization (ref: Chatwoot namespace :notion resource :authorization)
-			accountScoped.POST("/notion/authorization", middleware.RoleCheck("administrator"), h.NotionIntegration.Authorization)
-			accountScoped.POST("/twitter/authorization", middleware.RoleCheck("administrator"), h.TwitterChannel.ChatwootAuthorization)
-			accountScoped.POST("/microsoft/authorization", middleware.RoleCheck("administrator"), h.MicrosoftChannel.ChatwootAuthorization)
-			accountScoped.POST("/google/authorization", middleware.RoleCheck("administrator"), h.GoogleChannel.ChatwootAuthorization)
-			accountScoped.POST("/instagram/authorization", middleware.RoleCheck("administrator"), h.InstagramChannel.ChatwootAuthorization)
-			accountScoped.POST("/tiktok/authorization", middleware.RoleCheck("administrator"), h.TikTokChannel.ChatwootAuthorization)
+			accountScoped.POST("/notion/authorization", middleware.RoleCheck(auth.RoleAdministrator), h.NotionIntegration.Authorization)
+			accountScoped.POST("/twitter/authorization", middleware.RoleCheck(auth.RoleAdministrator), h.TwitterChannel.ChatwootAuthorization)
+			accountScoped.POST("/microsoft/authorization", middleware.RoleCheck(auth.RoleAdministrator), h.MicrosoftChannel.ChatwootAuthorization)
+			accountScoped.POST("/google/authorization", middleware.RoleCheck(auth.RoleAdministrator), h.GoogleChannel.ChatwootAuthorization)
+			accountScoped.POST("/instagram/authorization", middleware.RoleCheck(auth.RoleAdministrator), h.InstagramChannel.ChatwootAuthorization)
+			accountScoped.POST("/tiktok/authorization", middleware.RoleCheck(auth.RoleAdministrator), h.TikTokChannel.ChatwootAuthorization)
 			accountScoped.POST("/whatsapp/authorization", h.Inbox.WhatsAppAuthorization)
 
 			// G16: Third-party Integrations — IntegrationHook CRUD + Slack/Shopify/Linear/Notion
@@ -2064,7 +2071,7 @@ func registerV2Routes(g *gin.RouterGroup, h *Handlers) {
 			reports := accountScoped.Group("/reports")
 			{
 				reports.GET("", h.Analytics.Index)
-				reports.GET("/drilldown", middleware.RoleCheck("administrator"), h.Analytics.Drilldown)
+				reports.GET("/drilldown", middleware.RoleCheck(auth.RoleAdministrator), h.Analytics.Drilldown)
 				reports.GET("/summary", h.Analytics.Summary)
 				reports.GET("/bot_summary", h.Analytics.BotSummary)
 				reports.GET("/agents", h.Analytics.AgentMetrics)
diff --git a/backend/internal/search/engine.go b/backend/internal/search/engine.go
index 1be49161..976103c6 100644
--- a/backend/internal/search/engine.go
+++ b/backend/internal/search/engine.go
@@ -195,7 +195,7 @@ func conversationSearchData(conv model.Conversation) map[string]interface{} {
 			"available_name": firstNonEmpty(conv.Assignee.DisplayName, conv.Assignee.Name),
 			"email":          conv.Assignee.Email,
 			"name":           conv.Assignee.Name,
-			"role":           firstNonEmpty(conv.Assignee.Role, "agent"),
+			"role":           firstNonEmpty(conv.Assignee.Role, string(model.AccountUserRoleAgent)),
 		}
 	}
 	if len(conv.Messages) > 0 {
diff --git a/backend/internal/service/account_service.go b/backend/internal/service/account_service.go
index 9c4c8cdc..68eb188c 100644
--- a/backend/internal/service/account_service.go
+++ b/backend/internal/service/account_service.go
@@ -8,6 +8,7 @@ import (
 	"strings"
 	"time"
 
+	"github.com/gochat/gochat/internal/auth"
 	"github.com/gochat/gochat/internal/model"
 	"github.com/gochat/gochat/internal/repository"
 	"github.com/gochat/gochat/internal/worker"
@@ -224,7 +225,7 @@ func (s *AccountService) Create(ctx context.Context, userID uint, req CreateAcco
 	}
 
 	// Assign creator as administrator
-	if err := s.repo.AddUserToAccount(ctx, account.ID, userID, "administrator"); err != nil {
+	if err := s.repo.AddUserToAccount(ctx, account.ID, userID, auth.RoleAdministrator); err != nil {
 		applogger.L().Errorf("Failed to assign creator to account: %v", err)
 		return nil, err
 	}
diff --git a/backend/internal/service/account_user_service.go b/backend/internal/service/account_user_service.go
index 80818aa6..119b9d37 100644
--- a/backend/internal/service/account_user_service.go
+++ b/backend/internal/service/account_user_service.go
@@ -8,6 +8,7 @@ import (
 
 	"gorm.io/gorm"
 
+	"github.com/gochat/gochat/internal/auth"
 	"github.com/gochat/gochat/internal/model"
 	"github.com/gochat/gochat/internal/pubsub"
 	"github.com/gochat/gochat/internal/repository"
@@ -171,7 +172,7 @@ func (s *AccountUserService) UpdateAvailability(ctx context.Context, accountID,
 
 // UpdateRole changes a user's role in an account.
 func (s *AccountUserService) UpdateRole(ctx context.Context, accountID, userID uint, role string) error {
-	if role != "agent" && role != "administrator" {
+	if role != auth.RoleAgent && role != auth.RoleAdministrator {
 		return fmt.Errorf("invalid role: %s (must be agent/administrator)", role)
 	}
 
diff --git a/backend/internal/service/agent_service.go b/backend/internal/service/agent_service.go
index 038d3d05..a43d467e 100644
--- a/backend/internal/service/agent_service.go
+++ b/backend/internal/service/agent_service.go
@@ -124,7 +124,7 @@ func (s *AgentService) Create(ctx context.Context, accountID uint, inviterID uin
 
 	role := req.Role
 	if role == "" {
-		role = "agent"
+		role = auth.RoleAgent
 	}
 	availability := req.Availability
 	if availability == "" {
@@ -205,10 +205,10 @@ func normalizeAgentRoleAssignment(role string, customRoleID *uint) (string, erro
 	if customRoleID == nil || *customRoleID == 0 {
 		return role, nil
 	}
-	if role == "administrator" {
+	if role == auth.RoleAdministrator {
 		return "", fmt.Errorf("%w: administrator cannot have a custom role", ErrInvalidAgentRoleAssignee)
 	}
-	return "agent", nil
+	return auth.RoleAgent, nil
 }
 
 // ResetPassword assigns a new one-time-visible random password to an email agent.
diff --git a/backend/internal/service/applied_sla_service.go b/backend/internal/service/applied_sla_service.go
index 3ba39e18..63623380 100644
--- a/backend/internal/service/applied_sla_service.go
+++ b/backend/internal/service/applied_sla_service.go
@@ -7,6 +7,7 @@ import (
 	"sort"
 	"time"
 
+	"github.com/gochat/gochat/internal/auth"
 	"github.com/gochat/gochat/internal/model"
 	"github.com/gochat/gochat/internal/repository"
 	applogger "github.com/gochat/gochat/pkg/logger"
@@ -393,7 +394,7 @@ func (s *AppliedSlaService) slaNotificationUserIDs(ctx context.Context, conversa
 
 	var admins []model.AccountUser
 	if err := s.conversationRepo.DB().WithContext(ctx).
-		Where("account_id = ? AND role = ?", conversation.AccountID, "administrator").
+		Where("account_id = ? AND role = ?", conversation.AccountID, auth.RoleAdministrator).
 		Find(&admins).Error; err != nil {
 		return nil, err
 	}
diff --git a/backend/internal/service/assignable_agent_service.go b/backend/internal/service/assignable_agent_service.go
index 34ed0698..91fa3067 100644
--- a/backend/internal/service/assignable_agent_service.go
+++ b/backend/internal/service/assignable_agent_service.go
@@ -5,6 +5,7 @@ import (
 	"fmt"
 	"sort"
 
+	"github.com/gochat/gochat/internal/auth"
 	"github.com/gochat/gochat/internal/model"
 	"github.com/gochat/gochat/internal/repository"
 )
@@ -189,7 +190,7 @@ func (s *AssignableAgentService) GetAssignableAgents(ctx context.Context, accoun
 			CustomRoleID:       accountUser.CustomRoleID,
 			AvailabilityStatus: availabilityStatus,
 			Workload:           workloadMap[u.ID],
-			IsAdministrator:    role == "administrator",
+			IsAdministrator:    role == auth.RoleAdministrator,
 		}
 	}
 
@@ -237,7 +238,7 @@ func (s *AssignableAgentService) findAdministratorIDs(ctx context.Context, accou
 
 	adminIDs := make([]uint, 0)
 	for _, au := range accountUsers {
-		if au.Role == "administrator" {
+		if au.Role == auth.RoleAdministrator {
 			adminIDs = append(adminIDs, au.UserID)
 		}
 	}
diff --git a/backend/internal/service/auto_reply_listener.go b/backend/internal/service/auto_reply_listener.go
index 5b3ea68e..e7d31c02 100644
--- a/backend/internal/service/auto_reply_listener.go
+++ b/backend/internal/service/auto_reply_listener.go
@@ -6,6 +6,7 @@ import (
 	"strings"
 	"time"
 
+	"github.com/gochat/gochat/internal/auth"
 	"github.com/gochat/gochat/internal/channel"
 	"github.com/gochat/gochat/internal/model"
 	"github.com/gochat/gochat/internal/repository"
@@ -213,7 +214,7 @@ func (l *AutoReplyListener) fetchRecentMessages(ctx context.Context, conversatio
 	for _, m := range messages {
 		role := "contact"
 		if m.SenderType == "User" || m.SenderType == "user" || m.SenderType == "agent_bot" {
-			role = "agent"
+			role = auth.RoleAgent
 		}
 		result = append(result, fmt.Sprintf("[%s]: %s", role, m.Content))
 	}
diff --git a/backend/internal/service/contact_service.go b/backend/internal/service/contact_service.go
index 5f811d50..c74236e9 100644
--- a/backend/internal/service/contact_service.go
+++ b/backend/internal/service/contact_service.go
@@ -600,11 +600,18 @@ func (s *ContactService) Update(ctx context.Context, accountID, id uint, req Upd
 		}
 		if s.worker != nil && req.Name != "" && req.Name != previousName {
 			event := channel.NewChannelEvent(channel.EventContactUpdated, channel.ChannelAPI, accountID, 0)
+			metadata, _ := ctx.Value(shangwutongRequestMetadataKey{}).(shangwutongRequestMetadata)
+			if metadata.ConnectorOrigin {
+				event.Origin = channel.EventOriginShangwutongConnector
+				event.OriginEventID = metadata.OriginEventID
+			}
 			event.ContactID, event.Data["contact"] = contact.ID, contact
+			event.Data["contact_name"] = contact.Name
+			event.Data["contact_version"] = fmt.Sprintf("%d", contact.UpdatedAt.UTC().UnixNano())
 			event.Data["changed_attributes"] = map[string]any{"name": contact.Name}
 			var err error
 			eventJob, eventCreated, err = s.worker.EnqueueInTransaction(ctx, tx, channel.TaskTypeEventDispatch, event,
-				worker.WithQueue("events"), worker.WithMaxAttempts(10), worker.WithIdempotencyKey(fmt.Sprintf("contact:%d:name:%d", contact.ID, contact.UpdatedAt.UnixNano())))
+				worker.WithQueue("events"), worker.WithMaxAttempts(10), worker.WithIdempotencyKey(contactNameEventID(contact.ID, 0, contact.UpdatedAt.UTC().UnixNano(), contact.Name)))
 			return err
 		}
 		return nil
@@ -675,17 +682,26 @@ func (s *ContactService) CreateNote(ctx context.Context, accountID, contactID, u
 
 // GetNote retrieves a single note scoped to account and contact.
 func (s *ContactService) GetNote(ctx context.Context, accountID, contactID, noteID uint) (*model.Note, error) {
-	if s == nil || s.noteRepo == nil {
+	if s == nil || s.noteRepo == nil || s.repo == nil {
 		return nil, errors.New("contact service not ready")
 	}
+	if err := s.ensureNoteContact(ctx, accountID, contactID); err != nil {
+		return nil, err
+	}
 	return s.noteRepo.GetByIDContext(ctx, accountID, contactID, noteID)
 }
 
 // UpdateNote updates a note scoped to account and contact.
 func (s *ContactService) UpdateNote(ctx context.Context, accountID, contactID, noteID uint, req CreateNoteRequest) (*model.Note, error) {
+	if s == nil || s.noteRepo == nil || s.repo == nil {
+		return nil, errors.New("contact service not ready")
+	}
 	if err := pkgvalidator.ValidateStruct(req); err != nil {
 		return nil, err
 	}
+	if err := s.ensureNoteContact(ctx, accountID, contactID); err != nil {
+		return nil, err
+	}
 	note, err := s.noteRepo.GetByIDContext(ctx, accountID, contactID, noteID)
 	if err != nil {
 		return nil, err
@@ -696,15 +712,25 @@ func (s *ContactService) UpdateNote(ctx context.Context, accountID, contactID, n
 
 // DeleteNote removes a note scoped to account and contact.
 func (s *ContactService) DeleteNote(ctx context.Context, accountID, contactID, noteID uint) error {
-	if s == nil || s.noteRepo == nil {
+	if s == nil || s.noteRepo == nil || s.repo == nil {
 		return errors.New("contact service not ready")
 	}
+	if err := s.ensureNoteContact(ctx, accountID, contactID); err != nil {
+		return err
+	}
 	if _, err := s.noteRepo.GetByIDContext(ctx, accountID, contactID, noteID); err != nil {
 		return err
 	}
 	return s.noteRepo.DeleteContext(ctx, accountID, contactID, noteID)
 }
 
+func (s *ContactService) ensureNoteContact(ctx context.Context, accountID, contactID uint) error {
+	if _, err := s.repo.FindByAccountAndID(ctx, accountID, contactID); err != nil {
+		return errors.New("contact not found")
+	}
+	return nil
+}
+
 // ListActive retrieves contacts with recent activity for an account.
 // GET /api/v1/accounts/:id/contacts/active
 // Reference: Chatwoot contacts#active
diff --git a/backend/internal/service/conversation_service.go b/backend/internal/service/conversation_service.go
index f36283d2..92013317 100644
--- a/backend/internal/service/conversation_service.go
+++ b/backend/internal/service/conversation_service.go
@@ -40,12 +40,23 @@ type ConversationService struct {
 type shangwutongRequestMetadata struct {
 	ConnectorOrigin bool
 	ActorID         uint
+	OriginEventID   string
 }
 
 type shangwutongRequestMetadataKey struct{}
 
 func WithShangwutongRequestMetadata(ctx context.Context, connectorOrigin bool, actorID uint) context.Context {
-	return context.WithValue(ctx, shangwutongRequestMetadataKey{}, shangwutongRequestMetadata{ConnectorOrigin: connectorOrigin, ActorID: actorID})
+	metadata, _ := ctx.Value(shangwutongRequestMetadataKey{}).(shangwutongRequestMetadata)
+	metadata.ConnectorOrigin = connectorOrigin
+	metadata.ActorID = actorID
+	return context.WithValue(ctx, shangwutongRequestMetadataKey{}, metadata)
+}
+
+func WithShangwutongOriginEvent(ctx context.Context, eventID string) context.Context {
+	metadata, _ := ctx.Value(shangwutongRequestMetadataKey{}).(shangwutongRequestMetadata)
+	metadata.ConnectorOrigin = true
+	metadata.OriginEventID = strings.TrimSpace(eventID)
+	return context.WithValue(ctx, shangwutongRequestMetadataKey{}, metadata)
 }
 
 // NewConversationService creates a new Conversation service.
diff --git a/backend/internal/service/dyte_integration_service.go b/backend/internal/service/dyte_integration_service.go
index bf6cfb5e..be291963 100644
--- a/backend/internal/service/dyte_integration_service.go
+++ b/backend/internal/service/dyte_integration_service.go
@@ -12,6 +12,7 @@ import (
 	"strings"
 	"time"
 
+	"github.com/gochat/gochat/internal/auth"
 	"github.com/gochat/gochat/internal/model"
 	"github.com/gochat/gochat/internal/repository"
 
@@ -195,7 +196,7 @@ func (s *DyteIntegrationService) canAccessConversation(ctx context.Context, acco
 		return false
 	}
 	switch strings.ToLower(role) {
-	case "administrator", "admin", "super_admin":
+	case auth.RoleAdministrator, "admin", auth.RoleSuperAdmin:
 		return true
 	}
 	var member model.InboxMember
diff --git a/backend/internal/service/enterprise_billing_worker.go b/backend/internal/service/enterprise_billing_worker.go
index 7c856b24..f572c1e0 100644
--- a/backend/internal/service/enterprise_billing_worker.go
+++ b/backend/internal/service/enterprise_billing_worker.go
@@ -12,6 +12,7 @@ import (
 	"sync"
 	"time"
 
+	"github.com/gochat/gochat/internal/auth"
 	"github.com/gochat/gochat/internal/model"
 	"github.com/gochat/gochat/internal/worker"
 	"gorm.io/gorm"
@@ -194,7 +195,7 @@ func cloudPlanContainsProduct(plan map[string]any, productID string) bool {
 func (s *AccountService) stripeCreateCustomer(ctx context.Context, secret string, account *model.Account, currency string) (string, error) {
 	values := url.Values{"name": {account.Name}}
 	var admin model.User
-	_ = s.repo.DB().WithContext(ctx).Joins("JOIN account_users ON account_users.user_id = users.id").Where("account_users.account_id = ? AND account_users.role = ?", account.ID, "administrator").Order("account_users.id ASC").First(&admin).Error
+	_ = s.repo.DB().WithContext(ctx).Joins("JOIN account_users ON account_users.user_id = users.id").Where("account_users.account_id = ? AND account_users.role = ?", account.ID, auth.RoleAdministrator).Order("account_users.id ASC").First(&admin).Error
 	values.Set("email", admin.Email)
 	if currency == "brl" {
 		values.Set("address[country]", "BR")
diff --git a/backend/internal/service/inbox_member_service.go b/backend/internal/service/inbox_member_service.go
index 0764cd0d..8efe5397 100644
--- a/backend/internal/service/inbox_member_service.go
+++ b/backend/internal/service/inbox_member_service.go
@@ -169,7 +169,7 @@ func (s *InboxMemberService) AddMembers(ctx context.Context, req UpdateMultipleR
 		if currentIDs[userID] {
 			continue
 		}
-		im := &model.InboxMember{InboxID: req.InboxID, UserID: userID, Role: "agent", AvailabilityStatus: "offline"}
+		im := &model.InboxMember{InboxID: req.InboxID, UserID: userID, Role: model.InboxMemberRoleAgent, AvailabilityStatus: "offline"}
 		if err := s.repo.Create(ctx, im); err != nil {
 			applogger.L().Errorf("InboxMemberService.AddMembers: failed to add member user_id=%d: %v", userID, err)
 			return nil, err
@@ -210,7 +210,7 @@ func (s *InboxMemberService) UpdateMultiple(ctx context.Context, req UpdateMulti
 		if currentIDs[userID] {
 			continue
 		}
-		im := &model.InboxMember{InboxID: req.InboxID, UserID: userID, Role: "agent", AvailabilityStatus: "offline"}
+		im := &model.InboxMember{InboxID: req.InboxID, UserID: userID, Role: model.InboxMemberRoleAgent, AvailabilityStatus: "offline"}
 		if err := s.repo.Create(ctx, im); err != nil {
 			applogger.L().Errorf("InboxMemberService.UpdateMultiple: failed to add member user_id=%d: %v", userID, err)
 			return nil, err
diff --git a/backend/internal/service/profile_service.go b/backend/internal/service/profile_service.go
index 66e46a13..862062b9 100644
--- a/backend/internal/service/profile_service.go
+++ b/backend/internal/service/profile_service.go
@@ -571,7 +571,7 @@ func profileAccountResponse(accountUser model.AccountUser) ProfileAccountRespons
 	activeAt := timeStringPtr(accountUser.ActiveAt)
 	availability := defaultString(accountUser.Availability, "offline")
 	status := defaultString(accountUser.Account.Status, "active")
-	role := defaultString(accountUser.Role, "agent")
+	role := defaultString(accountUser.Role, auth.RoleAgent)
 	permissions := []string{role}
 	var customRole any
 	var customRoleID *uint
@@ -584,7 +584,7 @@ func profileAccountResponse(accountUser model.AccountUser) ProfileAccountRespons
 			for _, key := range keys {
 				permissions = append(permissions, string(key))
 			}
-			permissions = append(permissions, "custom_role")
+			permissions = append(permissions, auth.RoleCustom)
 		}
 		customRole = map[string]any{
 			"id":          accountUser.CustomRole.ID,
@@ -612,7 +612,7 @@ func profileAccountResponse(accountUser model.AccountUser) ProfileAccountRespons
 func permissionsWithoutMarker(permissions []string) []string {
 	keys := make([]string, 0, len(permissions))
 	for _, permission := range permissions {
-		if permission == "custom_role" {
+		if permission == auth.RoleCustom {
 			continue
 		}
 		keys = append(keys, permission)
diff --git a/backend/internal/service/rbac_service.go b/backend/internal/service/rbac_service.go
index d642b864..c879df3d 100644
--- a/backend/internal/service/rbac_service.go
+++ b/backend/internal/service/rbac_service.go
@@ -74,10 +74,10 @@ func (s *RBACService) AddAccountUser(userID, accountID uint, role string, custom
 	if !isValidRole(role) {
 		return nil, fmt.Errorf("invalid role '%s': must be 'agent', 'administrator', or 'custom_role'", role)
 	}
-	if role == "administrator" && customRoleID > 0 {
+	if role == auth.RoleAdministrator && customRoleID > 0 {
 		return nil, fmt.Errorf("invalid role assignment: administrator cannot have a custom role")
 	}
-	if role == "custom_role" && customRoleID == 0 {
+	if role == auth.RoleCustom && customRoleID == 0 {
 		return nil, fmt.Errorf("invalid role assignment: custom_role requires a custom role id")
 	}
 
@@ -113,10 +113,10 @@ func (s *RBACService) UpdateAccountUserRole(userID, accountID uint, newRole stri
 	if !isValidRole(newRole) {
 		return nil, fmt.Errorf("invalid role '%s'", newRole)
 	}
-	if newRole == "administrator" && customRoleID > 0 {
+	if newRole == auth.RoleAdministrator && customRoleID > 0 {
 		return nil, fmt.Errorf("invalid role assignment: administrator cannot have a custom role")
 	}
-	if newRole == "custom_role" && customRoleID == 0 {
+	if newRole == auth.RoleCustom && customRoleID == 0 {
 		return nil, fmt.Errorf("invalid role assignment: custom_role requires a custom role id")
 	}
 
@@ -309,7 +309,7 @@ func (s *RBACService) DeleteCustomRole(customRoleID uint) error {
 		}
 		if err := tx.Model(&model.AccountUser{}).
 			Where("account_id = ? AND custom_role_id = ?", role.AccountID, customRoleID).
-			Updates(map[string]interface{}{"role": "agent", "custom_role_id": 0}).Error; err != nil {
+			Updates(map[string]interface{}{"role": auth.RoleAgent, "custom_role_id": 0}).Error; err != nil {
 			return err
 		}
 		return tx.Delete(&role).Error
@@ -333,7 +333,7 @@ func (s *RBACService) BuildPolicyContext(userID, accountID uint) (*auth.PolicyCo
 	if err != nil {
 		return nil, err
 	}
-	if au.Role == "administrator" && au.CustomRoleID > 0 {
+	if au.Role == auth.RoleAdministrator && au.CustomRoleID > 0 {
 		return nil, fmt.Errorf("invalid role assignment: administrator cannot have a custom role")
 	}
 
@@ -343,20 +343,20 @@ func (s *RBACService) BuildPolicyContext(userID, accountID uint) (*auth.PolicyCo
 	// agent/administrator; custom-role behavior comes from custom_role_id.
 	effectiveRole := au.Role
 	switch au.Role {
-	case "administrator":
+	case auth.RoleAdministrator:
 		permissions = auth.AdministratorPermissions
-	case "agent":
+	case auth.RoleAgent:
 		if au.CustomRoleID > 0 {
 			pm, err := s.GetCustomRolePermissionMatrixForAccount(au.CustomRoleID, accountID)
 			if err != nil {
 				return nil, fmt.Errorf("load custom role permissions: %w", err)
 			}
 			permissions = pm
-			effectiveRole = "custom_role"
+			effectiveRole = auth.RoleCustom
 		} else {
 			permissions = auth.AgentDefaultPermissions
 		}
-	case "custom_role":
+	case auth.RoleCustom:
 		if au.CustomRoleID == 0 {
 			return nil, fmt.Errorf("custom role assignment is missing a role id")
 		}
@@ -365,7 +365,7 @@ func (s *RBACService) BuildPolicyContext(userID, accountID uint) (*auth.PolicyCo
 			return nil, fmt.Errorf("load custom role permissions: %w", err)
 		}
 		permissions = pm
-		effectiveRole = "custom_role"
+		effectiveRole = auth.RoleCustom
 	}
 
 	return auth.NewPolicyContext(userID, accountID, effectiveRole, au.CustomRoleID, permissions), nil
@@ -510,12 +510,12 @@ func (s *RBACService) ListPlatformApps(accountID uint) ([]model.PlatformApp, err
 // --- Helper Functions ---
 
 func isValidRole(role string) bool {
-	return role == "agent" || role == "administrator" || role == "custom_role"
+	return role == auth.RoleAgent || role == auth.RoleAdministrator || role == auth.RoleCustom
 }
 
 func normalizeAccountUserRole(role string, customRoleID uint) string {
-	if role == "custom_role" || (role == "" && customRoleID > 0) {
-		return "agent"
+	if role == auth.RoleCustom || (role == "" && customRoleID > 0) {
+		return auth.RoleAgent
 	}
 	return role
 }
diff --git a/backend/internal/service/shangwutong_contact_listener.go b/backend/internal/service/shangwutong_contact_listener.go
index 5af47d64..9b342fe5 100644
--- a/backend/internal/service/shangwutong_contact_listener.go
+++ b/backend/internal/service/shangwutong_contact_listener.go
@@ -3,12 +3,16 @@ package service
 import (
 	"context"
 	"encoding/json"
+	"fmt"
+	"strconv"
 	"strings"
+	"time"
 
 	"github.com/gochat/gochat/internal/channel"
 	"github.com/gochat/gochat/internal/model"
 	"github.com/gochat/gochat/internal/worker"
 	"gorm.io/gorm"
+	"gorm.io/gorm/clause"
 )
 
 type ShangwutongContactListener struct {
@@ -26,6 +30,9 @@ func (l *ShangwutongContactListener) OnEvent(ctx context.Context, event *channel
 	if l == nil || l.db == nil || l.worker == nil || event == nil || event.Type != channel.EventContactUpdated || event.ContactID == 0 {
 		return nil
 	}
+	if event.Origin == channel.EventOriginShangwutongConnector {
+		return nil
+	}
 	var contact model.Contact
 	if err := l.db.WithContext(ctx).Where("id = ? AND account_id = ?", event.ContactID, event.AccountID).First(&contact).Error; err != nil {
 		return err
@@ -34,6 +41,7 @@ func (l *ShangwutongContactListener) OnEvent(ctx context.Context, event *channel
 	if err := l.db.WithContext(ctx).Preload("Inbox").Where("contact_id = ?", contact.ID).Find(&inboxes).Error; err != nil {
 		return err
 	}
+	eventName, eventVersion := contactEventSnapshot(event, &contact)
 	for i := range inboxes {
 		if inboxes[i].Inbox.ChannelType != "shangwutong" || strings.TrimSpace(inboxes[i].SourceID) == "" {
 			continue
@@ -41,14 +49,139 @@ func (l *ShangwutongContactListener) OnEvent(ctx context.Context, event *channel
 		var metadata struct {
 			CID string `json:"cid"`
 		}
-		if err := json.Unmarshal(inboxes[i].ChannelMetadata, &metadata); err != nil || strings.TrimSpace(metadata.CID) == "" {
-			continue
+		if len(inboxes[i].ChannelMetadata) > 0 {
+			if err := json.Unmarshal(inboxes[i].ChannelMetadata, &metadata); err != nil {
+				return err
+			}
 		}
 		job := newShangwutongContactJob(&contact, &inboxes[i])
+		job.ContactName = eventName
+		job.ContactVersion = eventVersion
+		job.EventID = contactNameEventID(job.ContactID, job.InboxID, eventVersion, eventName)
+		job.OccurredAt = time.Unix(0, eventVersion).UTC()
 		job.CID = strings.TrimSpace(metadata.CID)
-		if _, err := l.worker.Enqueue(ctx, TaskTypeShangwutongWebhookDelivery, job, worker.WithMaxAttempts(10), worker.WithIdempotencyKey(job.EventID)); err != nil {
+		var durableJob *model.BackgroundJob
+		var created bool
+		var accepted bool
+		if err := l.db.WithContext(ctx).Transaction(func(tx *gorm.DB) error {
+			var err error
+			accepted, err = markShangwutongContactNamePendingInTransaction(ctx, tx, &inboxes[i], &job)
+			if err != nil || !accepted {
+				return err
+			}
+			durableJob, created, err = l.worker.EnqueueInTransaction(ctx, tx, TaskTypeShangwutongWebhookDelivery, job,
+				worker.WithMaxAttempts(10), worker.WithIdempotencyKey(job.EventID))
 			return err
+		}); err != nil {
+			return err
+		}
+		if accepted && created {
+			l.worker.Publish(ctx, durableJob)
 		}
 	}
 	return nil
 }
+
+func contactEventSnapshot(event *channel.ChannelEvent, fallback *model.Contact) (string, int64) {
+	name := fallback.Name
+	version := fallback.UpdatedAt.UTC().UnixNano()
+	if event == nil || event.Data == nil {
+		return name, version
+	}
+	if value, ok := event.Data["contact_name"].(string); ok && strings.TrimSpace(value) != "" {
+		name = strings.TrimSpace(value)
+	}
+	if value, ok := event.Data["contact_version"].(string); ok {
+		if parsed, err := strconv.ParseInt(strings.TrimSpace(value), 10, 64); err == nil && parsed > 0 {
+			version = parsed
+		}
+	}
+	if value, ok := event.Data["contact"].(map[string]interface{}); ok {
+		if nestedName, ok := value["name"].(string); ok && strings.TrimSpace(nestedName) != "" && name == fallback.Name {
+			name = strings.TrimSpace(nestedName)
+		}
+	}
+	if version <= 0 {
+		version = time.Now().UTC().UnixNano()
+	}
+	return name, version
+}
+
+func markShangwutongContactNamePendingInTransaction(ctx context.Context, tx *gorm.DB, contactInbox *model.ContactInbox, job *shangwutongWebhookDeliveryJob) (bool, error) {
+	var contact model.Contact
+	if err := tx.WithContext(ctx).Clauses(clause.Locking{Strength: "UPDATE"}).Where("id = ? AND account_id = ?", job.ContactID, job.AccountID).First(&contact).Error; err != nil {
+		return false, err
+	}
+	if contact.Name != job.ContactName {
+		return false, nil
+	}
+	contactVersion := job.ContactVersion
+	if contactVersion <= 0 {
+		contactVersion = contact.UpdatedAt.UTC().UnixNano()
+	}
+	if contactVersion <= 0 {
+		contactVersion = time.Now().UTC().UnixNano()
+	}
+	if contact.UpdatedAt.UTC().UnixNano() > contactVersion {
+		return false, nil
+	}
+	var current model.ContactInbox
+	if err := tx.WithContext(ctx).Clauses(clause.Locking{Strength: "UPDATE"}).Where("id = ? AND contact_id = ? AND inbox_id = ?", contactInbox.ID, job.ContactID, job.InboxID).First(&current).Error; err != nil {
+		return false, err
+	}
+	metadata := map[string]any{}
+	if len(current.ChannelMetadata) > 0 {
+		if err := json.Unmarshal(current.ChannelMetadata, &metadata); err != nil {
+			return false, err
+		}
+	}
+	if metadata == nil {
+		metadata = map[string]any{}
+	}
+	generation := int64(0)
+	if existing, ok := metadata["swt_contact_name_operation"].(map[string]any); ok {
+		existingEventID, _ := existing["event_id"].(string)
+		existingName, _ := existing["name"].(string)
+		existingVersion, _ := existing["contact_version"].(float64)
+		existingGeneration, _ := existing["operation_generation"].(float64)
+		generation = int64(existingGeneration)
+		if existingName == job.ContactName && int64(existingVersion) == contactVersion && existingEventID != "" {
+			job.EventID = existingEventID
+			job.OperationGeneration = generation
+			job.ContactVersion = contactVersion
+			if status, _ := existing["status"].(string); status == "succeeded" || status == "failed" || status == "uncertain" {
+				return false, nil
+			}
+			return true, nil
+		}
+	}
+	if generation < contactVersion {
+		generation = contactVersion
+	}
+	if generation <= 0 {
+		generation = time.Now().UTC().UnixNano()
+	}
+	if existing, ok := metadata["swt_contact_name_operation"].(map[string]any); ok {
+		if existingGeneration, _ := existing["operation_generation"].(float64); int64(existingGeneration) >= generation {
+			generation = int64(existingGeneration) + 1
+		}
+	}
+	job.ContactVersion = contactVersion
+	job.OperationGeneration = generation
+	job.EventID = fmt.Sprintf("contact:%d:inbox:%d:name:%d", job.ContactID, job.InboxID, generation)
+	metadata["swt_contact_name_operation"] = map[string]any{
+		"event_id": job.EventID, "operation": "change_contact_name", "status": "pending",
+		"account_id": job.AccountID, "inbox_id": job.InboxID, "contact_inbox_id": current.ID,
+		"source_id": current.SourceID, "contact_id": job.ContactID, "name": job.ContactName,
+		"cid": strings.TrimSpace(job.CID), "contact_version": contactVersion,
+		"operation_generation": generation, "updated_at": time.Now().UTC(),
+	}
+	encoded, err := json.Marshal(metadata)
+	if err != nil {
+		return false, err
+	}
+	if err := tx.WithContext(ctx).Model(&current).Update("channel_metadata", encoded).Error; err != nil {
+		return false, err
+	}
+	return true, nil
+}
diff --git a/backend/internal/service/shangwutong_contact_sync_test.go b/backend/internal/service/shangwutong_contact_sync_test.go
index 8f6ee839..78ba7d0a 100644
--- a/backend/internal/service/shangwutong_contact_sync_test.go
+++ b/backend/internal/service/shangwutong_contact_sync_test.go
@@ -3,6 +3,7 @@ package service
 import (
 	"context"
 	"encoding/json"
+	"fmt"
 	"testing"
 
 	"github.com/gochat/gochat/internal/channel"
@@ -46,16 +47,98 @@ func TestContactUpdateRollsBackWhenDurableEventCannotBeQueued(t *testing.T) {
 	require.Equal(t, "旧昵称", contact.Name)
 }
 
-func TestShangwutongContactListenerQueuesOnlyCIDBoundInboxes(t *testing.T) {
+func TestContactUpdateCarriesShangwutongOriginMetadata(t *testing.T) {
+	db := setupServiceTestDB(t)
+	account := createTestAccount(t, db)
+	contact := &model.Contact{AccountID: account.ID, Name: "旧昵称"}
+	require.NoError(t, db.Create(contact).Error)
+	svc := NewContactService(repository.NewContactRepo(db), nil, repository.NewNoteRepo(db))
+	svc.SetWorkerPool(worker.NewWorkerPool(db))
+
+	ctx := WithShangwutongOriginEvent(context.Background(), "swt-inbound:42")
+	_, err := svc.Update(ctx, account.ID, contact.ID, UpdateContactRequest{Name: "远程昵称"})
+	require.NoError(t, err)
+	var job model.BackgroundJob
+	require.NoError(t, db.Where("job_type = ?", channel.TaskTypeEventDispatch).First(&job).Error)
+	var event channel.ChannelEvent
+	require.NoError(t, json.Unmarshal(job.Payload, &event))
+	require.Equal(t, channel.EventOriginShangwutongConnector, event.Origin)
+	require.Equal(t, "swt-inbound:42", event.OriginEventID)
+}
+
+func TestShangwutongContactListenerSkipsConnectorOrigin(t *testing.T) {
+	db := setupServiceTestDB(t)
+	account := createTestAccount(t, db)
+	contact := &model.Contact{AccountID: account.ID, Name: "昵称"}
+	require.NoError(t, db.Create(contact).Error)
+	inbox := &model.Inbox{AccountID: account.ID, Name: "SWT", ChannelType: "shangwutong", Enabled: true}
+	require.NoError(t, db.Create(inbox).Error)
+	require.NoError(t, db.Create(&model.ContactInbox{ContactID: contact.ID, InboxID: inbox.ID, SourceID: "sid"}).Error)
+
+	listener := NewShangwutongContactListener(db, worker.NewWorkerPool(db))
+	require.NoError(t, listener.OnEvent(context.Background(), &channel.ChannelEvent{
+		Type: channel.EventContactUpdated, AccountID: account.ID, ContactID: contact.ID,
+		Origin: channel.EventOriginShangwutongConnector, OriginEventID: "swt-inbound:42",
+	}))
+	var jobs []model.BackgroundJob
+	require.NoError(t, db.Where("job_type = ?", TaskTypeShangwutongWebhookDelivery).Find(&jobs).Error)
+	require.Empty(t, jobs)
+}
+
+func TestShangwutongContactListenerRollsBackPendingStateWhenEnqueueFails(t *testing.T) {
+	db := setupServiceTestDB(t)
+	account := createTestAccount(t, db)
+	contact := &model.Contact{AccountID: account.ID, Name: "昵称"}
+	require.NoError(t, db.Create(contact).Error)
+	inbox := &model.Inbox{AccountID: account.ID, Name: "SWT", ChannelType: "shangwutong", Enabled: true}
+	require.NoError(t, db.Create(inbox).Error)
+	require.NoError(t, db.Create(&model.ContactInbox{ContactID: contact.ID, InboxID: inbox.ID, SourceID: "sid"}).Error)
+	require.NoError(t, db.Migrator().DropTable(&model.BackgroundJob{}))
+
+	listener := NewShangwutongContactListener(db, worker.NewWorkerPool(db))
+	err := listener.OnEvent(context.Background(), &channel.ChannelEvent{
+		Type: channel.EventContactUpdated, AccountID: account.ID, ContactID: contact.ID,
+	})
+	require.Error(t, err)
+	var contactInbox model.ContactInbox
+	require.NoError(t, db.Where("inbox_id = ? AND source_id = ?", inbox.ID, "sid").First(&contactInbox).Error)
+	require.NotContains(t, string(contactInbox.ChannelMetadata), "swt_contact_name_operation")
+}
+
+func TestShangwutongContactListenerRejectsLateRenameSnapshot(t *testing.T) {
+	db := setupServiceTestDB(t)
+	account := createTestAccount(t, db)
+	contact := &model.Contact{AccountID: account.ID, Name: "A"}
+	require.NoError(t, db.Create(contact).Error)
+	versionA := contact.UpdatedAt.UTC().UnixNano()
+	inbox := &model.Inbox{AccountID: account.ID, Name: "SWT", ChannelType: "shangwutong", Enabled: true}
+	require.NoError(t, db.Create(inbox).Error)
+	require.NoError(t, db.Create(&model.ContactInbox{ContactID: contact.ID, InboxID: inbox.ID, SourceID: "sid"}).Error)
+	require.NoError(t, db.Model(contact).Update("name", "B").Error)
+
+	listener := NewShangwutongContactListener(db, worker.NewWorkerPool(db))
+	require.NoError(t, listener.OnEvent(context.Background(), &channel.ChannelEvent{
+		Type: channel.EventContactUpdated, AccountID: account.ID, ContactID: contact.ID,
+		Data: map[string]any{"contact_name": "A", "contact_version": fmt.Sprintf("%d", versionA)},
+	}))
+	var jobs []model.BackgroundJob
+	require.NoError(t, db.Where("job_type = ?", TaskTypeShangwutongWebhookDelivery).Find(&jobs).Error)
+	require.Empty(t, jobs)
+}
+
+func TestShangwutongContactListenerQueuesCIDBoundAndUnboundInboxes(t *testing.T) {
 	db := setupServiceTestDB(t)
 	account := createTestAccount(t, db)
 	contact := &model.Contact{AccountID: account.ID, Name: "昵称"}
 	require.NoError(t, db.Create(contact).Error)
 	swtInbox := &model.Inbox{AccountID: account.ID, Name: "SWT", ChannelType: "shangwutong", Enabled: true}
+	swtUnboundInbox := &model.Inbox{AccountID: account.ID, Name: "SWT unbound", ChannelType: "shangwutong", Enabled: true}
 	webInbox := &model.Inbox{AccountID: account.ID, Name: "Widget", ChannelType: "web_widget", Enabled: true}
 	require.NoError(t, db.Create(swtInbox).Error)
+	require.NoError(t, db.Create(swtUnboundInbox).Error)
 	require.NoError(t, db.Create(webInbox).Error)
 	require.NoError(t, db.Create(&model.ContactInbox{ContactID: contact.ID, InboxID: swtInbox.ID, SourceID: "sid", ChannelMetadata: datatypes.JSON(`{"cid":"cid-1"}`)}).Error)
+	require.NoError(t, db.Create(&model.ContactInbox{ContactID: contact.ID, InboxID: swtUnboundInbox.ID, SourceID: "sid-unbound"}).Error)
 	require.NoError(t, db.Create(&model.ContactInbox{ContactID: contact.ID, InboxID: webInbox.ID, SourceID: "widget"}).Error)
 
 	wp := worker.NewWorkerPool(db)
@@ -65,9 +148,18 @@ func TestShangwutongContactListenerQueuesOnlyCIDBoundInboxes(t *testing.T) {
 	}))
 	var jobs []model.BackgroundJob
 	require.NoError(t, db.Where("job_type = ?", TaskTypeShangwutongWebhookDelivery).Find(&jobs).Error)
-	require.Len(t, jobs, 1)
-	var job shangwutongWebhookDeliveryJob
-	require.NoError(t, json.Unmarshal(jobs[0].Payload, &job))
-	require.Equal(t, "sid", job.SourceID)
-	require.Equal(t, "cid-1", job.CID)
+	require.Len(t, jobs, 2)
+	jobsBySource := map[string]shangwutongWebhookDeliveryJob{}
+	for _, queued := range jobs {
+		var job shangwutongWebhookDeliveryJob
+		require.NoError(t, json.Unmarshal(queued.Payload, &job))
+		jobsBySource[job.SourceID] = job
+	}
+	require.Equal(t, "cid-1", jobsBySource["sid"].CID)
+	require.Empty(t, jobsBySource["sid-unbound"].CID)
+	var unbound model.ContactInbox
+	require.NoError(t, db.Where("inbox_id = ? AND source_id = ?", swtUnboundInbox.ID, "sid-unbound").First(&unbound).Error)
+	var metadata map[string]any
+	require.NoError(t, json.Unmarshal(unbound.ChannelMetadata, &metadata))
+	require.Equal(t, "pending", metadata["swt_contact_name_operation"].(map[string]any)["status"])
 }
diff --git a/backend/internal/service/shangwutong_delivery_failure.go b/backend/internal/service/shangwutong_delivery_failure.go
new file mode 100644
index 00000000..3ff07b56
--- /dev/null
+++ b/backend/internal/service/shangwutong_delivery_failure.go
@@ -0,0 +1,182 @@
+package service
+
+import (
+	"context"
+	"encoding/json"
+	"strconv"
+	"strings"
+	"time"
+
+	"github.com/gochat/gochat/internal/model"
+	"gorm.io/gorm"
+	"gorm.io/gorm/clause"
+)
+
+func isShangwutongStateDelivery(job shangwutongWebhookDeliveryJob) bool {
+	switch job.Event {
+	case "contact_updated", "conversation_classification_changed", "classification_sync_requested":
+		return true
+	default:
+		return false
+	}
+}
+
+func shangwutongDeliveryFailureMessage(status string) string {
+	if status == "failed" {
+		return "connector rejected the webhook delivery"
+	}
+	return "connector delivery acknowledgement was not received"
+}
+
+func (r *shangwutongWebhookDeliveryRunner) markShangwutongStateDelivery(ctx context.Context, job shangwutongWebhookDeliveryJob, status, message string) error {
+	code := "connector_delivery_uncertain"
+	if status == "failed" {
+		code = "connector_delivery_rejected"
+	}
+	switch job.Event {
+	case "contact_updated":
+		return r.markContactNameDelivery(ctx, job, status, code, message)
+	case "conversation_classification_changed":
+		return r.markClassificationDelivery(ctx, job, status, code, message)
+	case "classification_sync_requested":
+		return r.markClassificationSyncDelivery(ctx, job, status, code, message)
+	default:
+		return nil
+	}
+}
+
+func (r *shangwutongWebhookDeliveryRunner) markContactNameDelivery(ctx context.Context, job shangwutongWebhookDeliveryJob, status, code, message string) error {
+	if job.ContactID == 0 || strings.TrimSpace(job.SourceID) == "" || strings.TrimSpace(job.EventID) == "" {
+		return nil
+	}
+	return r.db.WithContext(ctx).Transaction(func(tx *gorm.DB) error {
+		var contactInbox model.ContactInbox
+		if err := tx.WithContext(ctx).Clauses(clause.Locking{Strength: "UPDATE"}).Where(
+			"contact_id = ? AND inbox_id = ? AND source_id = ?", job.ContactID, job.InboxID, strings.TrimSpace(job.SourceID),
+		).First(&contactInbox).Error; err != nil {
+			return nil
+		}
+		metadata := map[string]any{}
+		if len(contactInbox.ChannelMetadata) > 0 && json.Unmarshal(contactInbox.ChannelMetadata, &metadata) != nil {
+			return nil
+		}
+		state, ok := metadata["swt_contact_name_operation"].(map[string]any)
+		if !ok || stateString(state, "event_id") != job.EventID || stateString(state, "operation") != "change_contact_name" || stateString(state, "status") != "pending" {
+			return nil
+		}
+		if !stateMatchesInt64(state, "account_id", int64(job.AccountID)) ||
+			!stateMatchesInt64(state, "inbox_id", int64(job.InboxID)) ||
+			!stateMatchesInt64(state, "contact_id", int64(job.ContactID)) ||
+			!stateMatchesInt64(state, "contact_inbox_id", int64(contactInbox.ID)) ||
+			stateString(state, "source_id") != strings.TrimSpace(job.SourceID) {
+			return nil
+		}
+		if job.ContactVersion > 0 && !stateMatchesInt64(state, "contact_version", job.ContactVersion) {
+			return nil
+		}
+		if job.OperationGeneration > 0 && !stateMatchesInt64(state, "operation_generation", job.OperationGeneration) {
+			return nil
+		}
+		if strings.TrimSpace(job.CID) != "" && stateString(state, "cid") != strings.TrimSpace(job.CID) {
+			return nil
+		}
+		state["status"], state["error_code"], state["error_message"], state["updated_at"] = status, code, message, time.Now().UTC()
+		encoded, err := json.Marshal(metadata)
+		if err != nil {
+			return err
+		}
+		return tx.WithContext(ctx).Model(&contactInbox).Update("channel_metadata", encoded).Error
+	})
+}
+
+func (r *shangwutongWebhookDeliveryRunner) markClassificationDelivery(ctx context.Context, job shangwutongWebhookDeliveryJob, status, code, message string) error {
+	if job.ConversationID == 0 || strings.TrimSpace(job.EventID) == "" || strings.TrimSpace(job.SWTSessionID) == "" {
+		return nil
+	}
+	operation, value := "set_chat_kind", strings.TrimSpace(job.ChatKindID)
+	if strings.TrimSpace(job.CustomerColorID) != "" {
+		operation, value = "set_customer_color", strings.TrimSpace(job.CustomerColorID)
+	}
+	if value == "" || (operation == "set_customer_color" && strings.TrimSpace(job.CID) == "") {
+		return nil
+	}
+	return r.db.WithContext(ctx).Transaction(func(tx *gorm.DB) error {
+		var conversation model.Conversation
+		if err := tx.WithContext(ctx).Clauses(clause.Locking{Strength: "UPDATE"}).Where(
+			"id = ? AND account_id = ? AND inbox_id = ?", job.ConversationID, job.AccountID, job.InboxID,
+		).First(&conversation).Error; err != nil {
+			return nil
+		}
+		attributes := map[string]any{}
+		if len(conversation.AdditionalAttributes) > 0 && json.Unmarshal(conversation.AdditionalAttributes, &attributes) != nil {
+			return nil
+		}
+		stateMap, ok := attributes["swt_classification_operations"].(map[string]any)
+		if !ok {
+			return nil
+		}
+		state, ok := stateMap[operation].(map[string]any)
+		if !ok || stateString(state, "event_id") != job.EventID || stateString(state, "operation") != operation || stateString(state, "value") != value || stateString(state, "status") != "pending" {
+			return nil
+		}
+		if !stateMatchesInt64(state, "account_id", int64(job.AccountID)) ||
+			!stateMatchesInt64(state, "inbox_id", int64(job.InboxID)) ||
+			!stateMatchesInt64(state, "conversation_id", int64(conversation.ID)) ||
+			!stateMatchesInt64(state, "contact_id", int64(conversation.ContactID)) ||
+			stateString(state, "swt_session_id") != strings.TrimSpace(job.SWTSessionID) {
+			return nil
+		}
+		if operation == "set_customer_color" && stateString(state, "cid") != strings.TrimSpace(job.CID) {
+			return nil
+		}
+		state["status"], state["error_code"], state["error_message"], state["updated_at"] = status, code, message, time.Now().UTC()
+		attributes["swt_classification_status"], attributes["swt_classification_event_id"] = status, job.EventID
+		attributes["swt_classification_error_code"], attributes["swt_classification_error"] = code, message
+		encoded, err := json.Marshal(attributes)
+		if err != nil {
+			return err
+		}
+		return tx.WithContext(ctx).Model(&conversation).Update("additional_attributes", encoded).Error
+	})
+}
+
+func (r *shangwutongWebhookDeliveryRunner) markClassificationSyncDelivery(ctx context.Context, job shangwutongWebhookDeliveryJob, status, code, message string) error {
+	if job.InboxID == 0 || strings.TrimSpace(job.EventID) == "" {
+		return nil
+	}
+	updates := map[string]any{
+		"last_error_code":    &code,
+		"last_error_message": &message,
+	}
+	if status == "failed" {
+		updates["sync_status"] = "failed"
+	}
+	return r.db.WithContext(ctx).Model(&model.ShangwutongClassificationCache{}).Where(
+		"inbox_id = ? AND last_sync_event_id = ? AND sync_status = ?", job.InboxID, job.EventID, "pending",
+	).Updates(updates).Error
+}
+
+func stateString(state map[string]any, key string) string {
+	value, _ := state[key].(string)
+	return strings.TrimSpace(value)
+}
+
+func stateMatchesInt64(state map[string]any, key string, expected int64) bool {
+	value, ok := state[key]
+	if !ok {
+		return false
+	}
+	switch value := value.(type) {
+	case float64:
+		return value == float64(expected)
+	case int:
+		return int64(value) == expected
+	case int64:
+		return value == expected
+	case string:
+		parsed, err := strconv.ParseInt(strings.TrimSpace(value), 10, 64)
+		return err == nil && parsed == expected
+	default:
+		return false
+	}
+}
diff --git a/backend/internal/service/shangwutong_webhook_delivery.go b/backend/internal/service/shangwutong_webhook_delivery.go
index 2bf4296e..ac4a1aa0 100644
--- a/backend/internal/service/shangwutong_webhook_delivery.go
+++ b/backend/internal/service/shangwutong_webhook_delivery.go
@@ -40,6 +40,8 @@ type shangwutongWebhookDeliveryJob struct {
 	SourceID            string    `json:"source_id,omitempty"`
 	CID                 string    `json:"cid,omitempty"`
 	ContactName         string    `json:"contact_name,omitempty"`
+	ContactVersion      int64     `json:"contact_version,omitempty"`
+	OperationGeneration int64     `json:"operation_generation,omitempty"`
 	RetryVersion        int64     `json:"retry_version,omitempty"`
 	ConversationID      uint      `json:"conversation_id,omitempty"`
 	ConversationVersion int64     `json:"conversation_version,omitempty"`
@@ -80,8 +82,21 @@ type shangwutongWebhookDeliveryRunner struct {
 	dispatcher *channel.Dispatcher
 }
 
-func (r *shangwutongWebhookDeliveryRunner) perform(ctx context.Context, backgroundJob *model.BackgroundJob) error {
+func (r *shangwutongWebhookDeliveryRunner) perform(ctx context.Context, backgroundJob *model.BackgroundJob) (retErr error) {
 	var job shangwutongWebhookDeliveryJob
+	terminal := false
+	terminalStatus := "uncertain"
+	defer func() {
+		if retErr == nil || backgroundJob == nil || !isShangwutongStateDelivery(job) {
+			return
+		}
+		if !terminal && (backgroundJob.MaxAttempts <= 0 || backgroundJob.Attempts < backgroundJob.MaxAttempts) {
+			return
+		}
+		if err := r.markShangwutongStateDelivery(ctx, job, terminalStatus, shangwutongDeliveryFailureMessage(terminalStatus)); err != nil {
+			retErr = errors.Join(retErr, err)
+		}
+	}()
 	if err := json.Unmarshal(backgroundJob.Payload, &job); err != nil {
 		return fmt.Errorf("decode shangwutong webhook job: %w", err)
 	}
@@ -136,6 +151,10 @@ func (r *shangwutongWebhookDeliveryRunner) perform(ctx context.Context, backgrou
 		payload, _ := io.ReadAll(io.LimitReader(response.Body, 4096))
 		deliveryErr := fmt.Errorf("shangwutong webhook returned %d: %s", response.StatusCode, string(payload))
 		permanent := response.StatusCode >= 400 && response.StatusCode < 500 && response.StatusCode != http.StatusTooManyRequests
+		if permanent {
+			terminal = true
+			terminalStatus = "failed"
+		}
 		if isShangwutongMessageDelivery(job) && (permanent || backgroundJob.Attempts >= backgroundJob.MaxAttempts) {
 			code := "connector_delivery_exhausted"
 			if permanent {
@@ -213,7 +232,10 @@ func (r *shangwutongWebhookDeliveryRunner) payload(ctx context.Context, job shan
 	case "contact_updated":
 		data = map[string]any{"contact": map[string]any{
 			"id": job.ContactID, "source_id": job.SourceID, "name": job.ContactName,
-		}, "cid": job.CID, "cnote": ""}
+		}}
+		if strings.TrimSpace(job.CID) != "" {
+			data["cid"] = strings.TrimSpace(job.CID)
+		}
 	case "classification_sync_requested":
 		data = map[string]any{}
 	case "conversation_classification_changed":
@@ -375,34 +397,65 @@ func newShangwutongLifecycleJob(event string, inbox *model.Inbox, configVersion
 // EnqueueShangwutongClassificationSync asks the Connector to fetch the remote
 // catalog. The Connector reports the result back through its service API.
 func EnqueueShangwutongClassificationSync(ctx context.Context, pool *worker.WorkerPool, inbox *model.Inbox) (string, error) {
-	if pool == nil || inbox == nil || inbox.ID == 0 || inbox.AccountID == 0 {
-		return "", errors.New("worker and inbox are required")
+	return EnqueueShangwutongClassificationSyncWithEventID(ctx, pool, inbox, uuid.NewString())
+}
+
+func EnqueueShangwutongClassificationSyncWithEventID(ctx context.Context, pool *worker.WorkerPool, inbox *model.Inbox, eventID string) (string, error) {
+	_, _, err := enqueueShangwutongClassificationSync(ctx, pool, nil, inbox, eventID)
+	return strings.TrimSpace(eventID), err
+}
+
+func EnqueueShangwutongClassificationSyncInTransaction(ctx context.Context, pool *worker.WorkerPool, tx *gorm.DB, inbox *model.Inbox, eventID string) (*model.BackgroundJob, bool, error) {
+	return enqueueShangwutongClassificationSync(ctx, pool, tx, inbox, eventID)
+}
+
+func enqueueShangwutongClassificationSync(ctx context.Context, pool *worker.WorkerPool, tx *gorm.DB, inbox *model.Inbox, eventID string) (*model.BackgroundJob, bool, error) {
+	if pool == nil || inbox == nil || inbox.ID == 0 || inbox.AccountID == 0 || strings.TrimSpace(eventID) == "" {
+		return nil, false, errors.New("worker, inbox and event id are required")
 	}
 	job := shangwutongWebhookDeliveryJob{
-		Event: "classification_sync_requested", EventID: uuid.NewString(), OccurredAt: time.Now().UTC(),
+		Event: "classification_sync_requested", EventID: strings.TrimSpace(eventID), OccurredAt: time.Now().UTC(),
 		AccountID: inbox.AccountID, InboxID: inbox.ID,
 	}
-	_, err := pool.Enqueue(ctx, TaskTypeShangwutongWebhookDelivery, job,
-		worker.WithMaxAttempts(10), worker.WithIdempotencyKey(job.EventID))
-	return job.EventID, err
+	return enqueueShangwutongWebhookJob(ctx, pool, tx, job)
 }
 
 func EnqueueShangwutongClassificationChange(ctx context.Context, pool *worker.WorkerPool, inbox *model.Inbox, conversationID uint, sid, cid, chatKindID, customerColorID, customerColorName string) (string, error) {
-	if pool == nil || inbox == nil || inbox.ID == 0 || inbox.AccountID == 0 || conversationID == 0 || strings.TrimSpace(sid) == "" {
-		return "", errors.New("worker, inbox, conversation and sid are required")
+	return EnqueueShangwutongClassificationChangeWithEventID(ctx, pool, inbox, conversationID, sid, cid, chatKindID, customerColorID, customerColorName, uuid.NewString())
+}
+
+func EnqueueShangwutongClassificationChangeWithEventID(ctx context.Context, pool *worker.WorkerPool, inbox *model.Inbox, conversationID uint, sid, cid, chatKindID, customerColorID, customerColorName, eventID string) (string, error) {
+	_, _, err := enqueueShangwutongClassificationChange(ctx, pool, nil, inbox, conversationID, sid, cid, chatKindID, customerColorID, customerColorName, eventID)
+	return strings.TrimSpace(eventID), err
+}
+
+func EnqueueShangwutongClassificationChangeInTransaction(ctx context.Context, pool *worker.WorkerPool, tx *gorm.DB, inbox *model.Inbox, conversationID uint, sid, cid, chatKindID, customerColorID, customerColorName, eventID string) (*model.BackgroundJob, bool, error) {
+	return enqueueShangwutongClassificationChange(ctx, pool, tx, inbox, conversationID, sid, cid, chatKindID, customerColorID, customerColorName, eventID)
+}
+
+func enqueueShangwutongClassificationChange(ctx context.Context, pool *worker.WorkerPool, tx *gorm.DB, inbox *model.Inbox, conversationID uint, sid, cid, chatKindID, customerColorID, customerColorName, eventID string) (*model.BackgroundJob, bool, error) {
+	if pool == nil || inbox == nil || inbox.ID == 0 || inbox.AccountID == 0 || conversationID == 0 || strings.TrimSpace(sid) == "" || strings.TrimSpace(eventID) == "" {
+		return nil, false, errors.New("worker, inbox, conversation, sid and event id are required")
 	}
 	chatKindID, customerColorID, cid = strings.TrimSpace(chatKindID), strings.TrimSpace(customerColorID), strings.TrimSpace(cid)
 	if (chatKindID == "") == (customerColorID == "") || (customerColorID != "" && cid == "") {
-		return "", errors.New("exactly one classification is required")
+		return nil, false, errors.New("exactly one classification is required")
 	}
 	job := shangwutongWebhookDeliveryJob{
-		Event: "conversation_classification_changed", EventID: uuid.NewString(), OccurredAt: time.Now().UTC(),
+		Event: "conversation_classification_changed", EventID: strings.TrimSpace(eventID), OccurredAt: time.Now().UTC(),
 		AccountID: inbox.AccountID, InboxID: inbox.ID, ConversationID: conversationID, SWTSessionID: strings.TrimSpace(sid), CID: cid,
 		ChatKindID: chatKindID, CustomerColorID: customerColorID, CustomerColorName: strings.TrimSpace(customerColorName),
 	}
-	_, err := pool.Enqueue(ctx, TaskTypeShangwutongWebhookDelivery, job,
-		worker.WithMaxAttempts(10), worker.WithIdempotencyKey(job.EventID))
-	return job.EventID, err
+	return enqueueShangwutongWebhookJob(ctx, pool, tx, job)
+}
+
+func enqueueShangwutongWebhookJob(ctx context.Context, pool *worker.WorkerPool, tx *gorm.DB, job shangwutongWebhookDeliveryJob) (*model.BackgroundJob, bool, error) {
+	options := []worker.EnqueueOption{worker.WithMaxAttempts(10), worker.WithIdempotencyKey(job.EventID)}
+	if tx != nil {
+		return pool.EnqueueInTransaction(ctx, tx, TaskTypeShangwutongWebhookDelivery, job, options...)
+	}
+	queued, err := pool.Enqueue(ctx, TaskTypeShangwutongWebhookDelivery, job, options...)
+	return queued, err == nil, err
 }
 
 func newShangwutongMessageJob(event string, message *model.Message, retryVersion int64) shangwutongWebhookDeliveryJob {
@@ -428,11 +481,24 @@ func newShangwutongConversationStatusJob(conversation *model.Conversation, previ
 	}
 }
 
+func contactNameEventID(contactID, inboxID uint, version int64, name string) string {
+	sum := sha256.Sum256([]byte(name))
+	return fmt.Sprintf("contact:%d:inbox:%d:name:%d:%s", contactID, inboxID, version, hex.EncodeToString(sum[:8]))
+}
+
 func newShangwutongContactJob(contact *model.Contact, contactInbox *model.ContactInbox) shangwutongWebhookDeliveryJob {
 	version := contact.UpdatedAt.UTC().UnixNano()
+	if version <= 0 {
+		version = time.Now().UTC().UnixNano()
+	}
+	occurredAt := contact.UpdatedAt.UTC()
+	if occurredAt.IsZero() {
+		occurredAt = time.Unix(0, version).UTC()
+	}
 	return shangwutongWebhookDeliveryJob{
-		Event: "contact_updated", EventID: fmt.Sprintf("contact:%d:inbox:%d:name:%d", contact.ID, contactInbox.InboxID, version),
-		OccurredAt: contact.UpdatedAt.UTC(), AccountID: contact.AccountID, InboxID: contactInbox.InboxID,
+		Event: "contact_updated", EventID: contactNameEventID(contact.ID, contactInbox.InboxID, version, contact.Name),
+		OccurredAt: occurredAt, ContactVersion: version,
+		AccountID: contact.AccountID, InboxID: contactInbox.InboxID,
 		ContactID: contact.ID, SourceID: contactInbox.SourceID, ContactName: contact.Name,
 	}
 }
diff --git a/backend/internal/service/shangwutong_webhook_delivery_test.go b/backend/internal/service/shangwutong_webhook_delivery_test.go
index c2101511..66cba2ef 100644
--- a/backend/internal/service/shangwutong_webhook_delivery_test.go
+++ b/backend/internal/service/shangwutong_webhook_delivery_test.go
@@ -6,6 +6,7 @@ import (
 	"crypto/sha256"
 	"encoding/hex"
 	"encoding/json"
+	"fmt"
 	"io"
 	"net/http"
 	"net/http/httptest"
@@ -19,6 +20,7 @@ import (
 	"github.com/gochat/gochat/internal/repository"
 	"github.com/gochat/gochat/internal/worker"
 	"github.com/stretchr/testify/require"
+	"gorm.io/datatypes"
 	"gorm.io/driver/sqlite"
 	"gorm.io/gorm"
 )
@@ -151,6 +153,79 @@ func TestShangwutongMessageWebhookPermanentFailureMarksMessageFailed(t *testing.
 	require.Contains(t, string(message.ContentAttributes), "unsupported_outbound_content")
 }
 
+func TestShangwutongContactWebhookPermanentFailureMarksMatchingRenameFailed(t *testing.T) {
+	server := httptest.NewServer(http.HandlerFunc(func(response http.ResponseWriter, _ *http.Request) {
+		response.WriteHeader(http.StatusUnprocessableEntity)
+	}))
+	defer server.Close()
+	db := newShangwutongDeliveryTestDB(t)
+	inbox := seedShangwutongDeliveryInbox(t, db, server.URL, "secret")
+	contact := &model.Contact{AccountID: inbox.AccountID, Name: "新名称"}
+	require.NoError(t, db.Create(contact).Error)
+	contactInbox := &model.ContactInbox{ContactID: contact.ID, InboxID: inbox.ID, SourceID: "visitor"}
+	require.NoError(t, db.Create(contactInbox).Error)
+	job := newShangwutongContactJob(contact, contactInbox)
+	job.ContactVersion, job.OperationGeneration = contact.UpdatedAt.UTC().UnixNano(), 7
+	require.NoError(t, db.Model(contactInbox).Update("channel_metadata", datatypes.JSON([]byte(fmt.Sprintf(`{"swt_contact_name_operation":{"event_id":%q,"operation":"change_contact_name","status":"pending","account_id":%d,"inbox_id":%d,"contact_inbox_id":%d,"source_id":"visitor","contact_id":%d,"name":"新名称","contact_version":%d,"operation_generation":7}}`, job.EventID, inbox.AccountID, inbox.ID, contactInbox.ID, contact.ID, job.ContactVersion)))).Error)
+	runner := &shangwutongWebhookDeliveryRunner{db: db, client: server.Client(), now: time.Now}
+	payload, err := json.Marshal(job)
+	require.NoError(t, err)
+	require.Error(t, runner.perform(context.Background(), &model.BackgroundJob{Payload: payload, Attempts: 1, MaxAttempts: 10}))
+	require.NoError(t, db.First(contactInbox, contactInbox.ID).Error)
+	var metadata map[string]any
+	require.NoError(t, json.Unmarshal(contactInbox.ChannelMetadata, &metadata))
+	require.Equal(t, "failed", metadata["swt_contact_name_operation"].(map[string]any)["status"])
+}
+
+func TestShangwutongClassificationWebhookTimeoutMarksUncertainWithoutChangingValue(t *testing.T) {
+	server := httptest.NewServer(http.HandlerFunc(func(response http.ResponseWriter, _ *http.Request) {
+		response.WriteHeader(http.StatusInternalServerError)
+	}))
+	defer server.Close()
+	db := newShangwutongDeliveryTestDB(t)
+	inbox := seedShangwutongDeliveryInbox(t, db, server.URL, "secret")
+	contact := &model.Contact{AccountID: inbox.AccountID, Name: "访客"}
+	require.NoError(t, db.Create(contact).Error)
+	contactInbox := &model.ContactInbox{ContactID: contact.ID, InboxID: inbox.ID, SourceID: "visitor", ChannelMetadata: datatypes.JSON([]byte(`{"cid":"cid-1"}`))}
+	require.NoError(t, db.Create(contactInbox).Error)
+	conversation := &model.Conversation{AccountID: inbox.AccountID, InboxID: inbox.ID, ContactID: contact.ID, ContactInboxID: &contactInbox.ID, Status: "open"}
+	require.NoError(t, db.Create(conversation).Error)
+	attributes := fmt.Sprintf(`{"swt_classification_operations":{"set_customer_color":{"event_id":"classification-event","operation":"set_customer_color","status":"pending","value":"color-1","account_id":%d,"inbox_id":%d,"conversation_id":%d,"contact_id":%d,"contact_inbox_id":%d,"swt_session_id":"visitor","cid":"cid-1"}}}`, inbox.AccountID, inbox.ID, conversation.ID, contact.ID, contactInbox.ID)
+	require.NoError(t, db.Model(conversation).Update("additional_attributes", datatypes.JSON([]byte(attributes))).Error)
+	job := shangwutongWebhookDeliveryJob{Event: "conversation_classification_changed", EventID: "classification-event", AccountID: inbox.AccountID, InboxID: inbox.ID, ConversationID: conversation.ID, SWTSessionID: "visitor", CID: "cid-1", CustomerColorID: "color-1"}
+	runner := &shangwutongWebhookDeliveryRunner{db: db, client: server.Client(), now: time.Now}
+	payload, err := json.Marshal(job)
+	require.NoError(t, err)
+	require.Error(t, runner.perform(context.Background(), &model.BackgroundJob{Payload: payload, Attempts: 10, MaxAttempts: 10}))
+	require.NoError(t, db.First(conversation, conversation.ID).Error)
+	var updated map[string]any
+	require.NoError(t, json.Unmarshal(conversation.AdditionalAttributes, &updated))
+	state := updated["swt_classification_operations"].(map[string]any)["set_customer_color"].(map[string]any)
+	require.Equal(t, "uncertain", state["status"])
+	require.NotContains(t, string(conversation.AdditionalAttributes), "swt_label_color")
+}
+
+func TestShangwutongClassificationSyncPermanentFailureMarksPendingCacheFailed(t *testing.T) {
+	server := httptest.NewServer(http.HandlerFunc(func(response http.ResponseWriter, _ *http.Request) {
+		response.WriteHeader(http.StatusBadRequest)
+	}))
+	defer server.Close()
+	db := newShangwutongDeliveryTestDB(t)
+	inbox := seedShangwutongDeliveryInbox(t, db, server.URL, "secret")
+	eventID := "classification-sync-event"
+	require.NoError(t, db.Create(&model.ShangwutongClassificationCache{
+		InboxID: inbox.ID, SyncStatus: "pending", LastSyncEventID: eventID,
+	}).Error)
+	runner := &shangwutongWebhookDeliveryRunner{db: db, client: server.Client(), now: time.Now}
+	payload, err := json.Marshal(shangwutongWebhookDeliveryJob{Event: "classification_sync_requested", EventID: eventID, AccountID: inbox.AccountID, InboxID: inbox.ID})
+	require.NoError(t, err)
+	require.Error(t, runner.perform(context.Background(), &model.BackgroundJob{Payload: payload, Attempts: 1, MaxAttempts: 10}))
+	var cache model.ShangwutongClassificationCache
+	require.NoError(t, db.First(&cache, "inbox_id = ?", inbox.ID).Error)
+	require.Equal(t, "failed", cache.SyncStatus)
+	require.Equal(t, "connector_delivery_rejected", *cache.LastErrorCode)
+}
+
 func TestShangwutongStaleLifecycleJobIsObsoleteAfterInboxDeletion(t *testing.T) {
 	db := newShangwutongDeliveryTestDB(t)
 	runner := &shangwutongWebhookDeliveryRunner{db: db, client: http.DefaultClient, now: time.Now}
@@ -234,7 +309,7 @@ func newShangwutongDeliveryTestDB(t *testing.T) *gorm.DB {
 	require.NoError(t, err)
 	require.NoError(t, db.AutoMigrate(
 		&model.Account{}, &model.Inbox{}, &channelmodel.ChannelAPI{}, &model.Contact{}, &model.Conversation{},
-		&model.User{}, &model.Message{}, &model.Attachment{}, &model.AgentBot{},
+		&model.User{}, &model.Message{}, &model.Attachment{}, &model.AgentBot{}, &model.ContactInbox{}, &model.ShangwutongClassificationCache{},
 	))
 	return db
 }
diff --git a/backend/internal/service/widget_service.go b/backend/internal/service/widget_service.go
index c0756631..d637abfc 100644
--- a/backend/internal/service/widget_service.go
+++ b/backend/internal/service/widget_service.go
@@ -2110,6 +2110,7 @@ func (s *WidgetService) findPublicContact(ctx context.Context, accountID uint, r
 		PhoneNumber:          req.PhoneNumber,
 		AvatarURL:            req.AvatarURL,
 		Identifier:           req.Identifier,
+		SourceID:             req.SourceID,
 		ContactType:          "visitor",
 		CustomAttributes:     mustJSON(req.CustomAttributes),
 		AdditionalAttributes: mustJSON(req.AdditionalAttributes),
diff --git a/channels/shangwutong/README.md b/channels/shangwutong/README.md
index 3092a3e3..7c50e888 100644
--- a/channels/shangwutong/README.md
+++ b/channels/shangwutong/README.md
@@ -94,14 +94,25 @@ shangwutong doctor
 
 `healthz` 只表示进程存活；`readyz` 使用轻量 SQLite quick check 并检查写锁。`doctor` 检查配置、migration、完整的 SQLite integrity check 和 GoChat 配置 API，但不会登录商务通。`backup` 使用 SQLite `VACUUM INTO`，不要直接复制活动中的 DB/WAL 文件。
 
+## 资料与分类能力边界
+
+- GoChat 人工改名只发送 `sid/cid/cname`；在远程 `cnote` 缺省/空值语义完成协议验证前，Connector 不发送空 `cnote`，也不把 GoChat Contact Note 映射到商务通备注。
+- 改名结果通过持久化 operation 回写 `pending/succeeded/failed/uncertain`；没有 CID 时操作保留在队列中等待入站 CID，CID 到达会唤醒同一 SID 的待处理操作，24 小时后以 `cid_wait_timeout` 失败，不能静默丢弃。
+- `set_chat_kind` 与 `set_customer_color` 的结果状态独立保存；客户颜色只在同一 GoChat account/inbox/contact-inbox（同一远程 CID 作用域）传播，不按裸 CID 跨 inbox/account 合并。
+- 商务通分类/颜色不创建或修改 GoChat Contact Label、Conversation Label、CRM 标签；GoChat 原生联系人备注仍使用本地 `notes` 链路。
+- kind=52 当前只用于 CID/映射语义，未验证的历史正文、主动历史拉取、消息编辑、反应和 RESET 均不宣称支持。
+
 ## 可靠性边界
 
 - GoChat webhook 的 2xx 只表示 Connector 已持久化，不表示商务通已发送。
 - 商务通明确成功后回写 `sent`；永久失败回写 `failed`；请求已经写出但结果未知时回写 `uncertain`。
-- uncertain 默认观察 5 分钟。同账号后续发送在此期间被顺序屏障阻塞；超时转 failed 后释放。晚到且唯一匹配的 kind=3 回显仍可纠正为 sent。
+- uncertain 默认观察 5 分钟。同账号后续发送在此期间被顺序屏障阻塞；消息超时转 failed 后释放，分类/改名仍保留 uncertain（含 `uncertain_timeout`）并等待人工/结果补偿。晚到且唯一匹配的 kind=3 回显仍可纠正为 sent。
 - `oc/send.aspx` 不返回消息 ID。kind=2/3 心跳中的原始 `seq_id` 才是商务通消息 ID；组合 source ID 只用于幂等，不能冒充外部消息 ID。
 - kind=52 没有真实版本 fixture 前保留 raw-only，不伪造 child 消息 ID。
-- 启动时先从 SQLite 恢复 supervisor，再异步拉取 GoChat 全量配置；首次完整快照失败会从 1 秒指数退避到 5 分钟持续重试，不依赖 GoChat health 才启动进程。
+- Connector 联系人写回携带 origin/event ID；GoChat 远程来源事件不反向生成 rename。联系人状态和 webhook outbox 采用同一事务，enqueue 失败会回滚 pending。
+- 启动时先从 SQLite 恢复 supervisor，再异步拉取 GoChat 全量配置；首次完整快照失败会从 1 秒指数退避到 5 分钟持续重试，不依赖 GoChat health 才启动进程。分类 catalog 同步先持久化本地 `classification_sync_results`，读取失败与 GoChat 回传失败分开重试；重启恢复 `pending/syncing/failed`，不把 202 当作已完成。
 - SIGTERM 会先停止 readiness 和 HTTP 接收，再取消 worker、等待 supervisor、checkpoint WAL；升级不会主动批量 logout。
 
+- 结果回调耗尽时使用 `compensate-result --account-id ... --operation-id ... --actor ... --reason ...`；该命令只重放已保存结果，不重复商务通操作，并写入审计表。Connector webhook 明确 4xx 会将匹配的本地 pending 标为 failed，超时/耗尽只标为 uncertain。
+
 自动化测试通过不等于真实商务通生产可用。本地 500 账号一小时 fake protocol soak 只证明调度、SQLite 和事件持久化；登录、收发、presence、密码更新、负 kind cursor、kind=52、真实媒体 URL、验证码流程和真实商务通限流必须按运行手册留存证据。
diff --git a/channels/shangwutong/db/generated/classification_sync.sql.go b/channels/shangwutong/db/generated/classification_sync.sql.go
new file mode 100644
index 00000000..714e9cd2
--- /dev/null
+++ b/channels/shangwutong/db/generated/classification_sync.sql.go
@@ -0,0 +1,283 @@
+// Code generated by sqlc. DO NOT EDIT.
+// versions:
+//   sqlc v1.31.1
+// source: classification_sync.sql
+
+package dbgen
+
+import (
+	"context"
+	"time"
+)
+
+const claimClassificationSyncResult = `-- name: ClaimClassificationSyncResult :one
+UPDATE classification_sync_results SET
+  status = 'syncing',
+  attempts = attempts + 1,
+  next_attempt_at = NULL,
+  updated_at = CURRENT_TIMESTAMP
+WHERE id = (
+  SELECT candidate.id
+  FROM classification_sync_results AS candidate
+  JOIN accounts AS account ON account.id = candidate.account_id
+  WHERE candidate.status IN ('pending', 'failed')
+    AND candidate.attempts < 10
+    AND account.enabled = 1
+    AND account.desired_presence <> 'offline'
+    AND account.deleted_at IS NULL
+    AND (candidate.next_attempt_at IS NULL OR julianday(candidate.next_attempt_at) IS NULL OR julianday(candidate.next_attempt_at) <= julianday('now'))
+  ORDER BY candidate.id
+  LIMIT 1
+)
+AND status IN ('pending', 'failed')
+AND attempts < 10
+RETURNING id, account_id, inbox_id, event_id, phase, status, conversation_kinds, customer_colors, attempts, next_attempt_at, last_error_code, last_error_message, created_at, updated_at
+`
+
+func (q *Queries) ClaimClassificationSyncResult(ctx context.Context) (*ClassificationSyncResult, error) {
+	row := q.db.QueryRowContext(ctx, claimClassificationSyncResult)
+	var i ClassificationSyncResult
+	err := row.Scan(
+		&i.ID,
+		&i.AccountID,
+		&i.InboxID,
+		&i.EventID,
+		&i.Phase,
+		&i.Status,
+		&i.ConversationKinds,
+		&i.CustomerColors,
+		&i.Attempts,
+		&i.NextAttemptAt,
+		&i.LastErrorCode,
+		&i.LastErrorMessage,
+		&i.CreatedAt,
+		&i.UpdatedAt,
+	)
+	return &i, err
+}
+
+const claimClassificationSyncResultByID = `-- name: ClaimClassificationSyncResultByID :one
+UPDATE classification_sync_results SET
+  status = 'syncing',
+  attempts = attempts + 1,
+  next_attempt_at = NULL,
+  updated_at = CURRENT_TIMESTAMP
+WHERE classification_sync_results.id = ?
+  AND classification_sync_results.status IN ('pending', 'failed')
+  AND classification_sync_results.attempts < 10
+  AND EXISTS (
+    SELECT 1 FROM accounts AS account
+    WHERE account.id = classification_sync_results.account_id
+      AND account.enabled = 1
+      AND account.desired_presence <> 'offline'
+      AND account.deleted_at IS NULL
+  )
+  AND (classification_sync_results.next_attempt_at IS NULL OR julianday(classification_sync_results.next_attempt_at) IS NULL OR julianday(classification_sync_results.next_attempt_at) <= julianday('now'))
+RETURNING id, account_id, inbox_id, event_id, phase, status, conversation_kinds, customer_colors, attempts, next_attempt_at, last_error_code, last_error_message, created_at, updated_at
+`
+
+func (q *Queries) ClaimClassificationSyncResultByID(ctx context.Context, id int64) (*ClassificationSyncResult, error) {
+	row := q.db.QueryRowContext(ctx, claimClassificationSyncResultByID, id)
+	var i ClassificationSyncResult
+	err := row.Scan(
+		&i.ID,
+		&i.AccountID,
+		&i.InboxID,
+		&i.EventID,
+		&i.Phase,
+		&i.Status,
+		&i.ConversationKinds,
+		&i.CustomerColors,
+		&i.Attempts,
+		&i.NextAttemptAt,
+		&i.LastErrorCode,
+		&i.LastErrorMessage,
+		&i.CreatedAt,
+		&i.UpdatedAt,
+	)
+	return &i, err
+}
+
+const completeClassificationSyncResult = `-- name: CompleteClassificationSyncResult :exec
+UPDATE classification_sync_results SET
+  status = 'succeeded',
+  phase = 'report',
+  next_attempt_at = NULL,
+  last_error_code = NULL,
+  last_error_message = NULL,
+  updated_at = CURRENT_TIMESTAMP
+WHERE id = ? AND status = 'syncing'
+`
+
+func (q *Queries) CompleteClassificationSyncResult(ctx context.Context, id int64) error {
+	_, err := q.db.ExecContext(ctx, completeClassificationSyncResult, id)
+	return err
+}
+
+const failClassificationSyncResult = `-- name: FailClassificationSyncResult :exec
+UPDATE classification_sync_results SET
+  status = 'failed',
+  next_attempt_at = ?,
+  last_error_code = ?,
+  last_error_message = ?,
+  updated_at = CURRENT_TIMESTAMP
+WHERE id = ? AND status = 'syncing'
+`
+
+type FailClassificationSyncResultParams struct {
+	NextAttemptAt    *time.Time `json:"next_attempt_at"`
+	LastErrorCode    *string    `json:"last_error_code"`
+	LastErrorMessage *string    `json:"last_error_message"`
+	ID               int64      `json:"id"`
+}
+
+func (q *Queries) FailClassificationSyncResult(ctx context.Context, arg FailClassificationSyncResultParams) error {
+	_, err := q.db.ExecContext(ctx, failClassificationSyncResult,
+		arg.NextAttemptAt,
+		arg.LastErrorCode,
+		arg.LastErrorMessage,
+		arg.ID,
+	)
+	return err
+}
+
+const getClassificationSyncResult = `-- name: GetClassificationSyncResult :one
+SELECT id, account_id, inbox_id, event_id, phase, status, conversation_kinds, customer_colors, attempts, next_attempt_at, last_error_code, last_error_message, created_at, updated_at FROM classification_sync_results
+WHERE account_id = ? AND event_id = ?
+LIMIT 1
+`
+
+type GetClassificationSyncResultParams struct {
+	AccountID int64  `json:"account_id"`
+	EventID   string `json:"event_id"`
+}
+
+func (q *Queries) GetClassificationSyncResult(ctx context.Context, arg GetClassificationSyncResultParams) (*ClassificationSyncResult, error) {
+	row := q.db.QueryRowContext(ctx, getClassificationSyncResult, arg.AccountID, arg.EventID)
+	var i ClassificationSyncResult
+	err := row.Scan(
+		&i.ID,
+		&i.AccountID,
+		&i.InboxID,
+		&i.EventID,
+		&i.Phase,
+		&i.Status,
+		&i.ConversationKinds,
+		&i.CustomerColors,
+		&i.Attempts,
+		&i.NextAttemptAt,
+		&i.LastErrorCode,
+		&i.LastErrorMessage,
+		&i.CreatedAt,
+		&i.UpdatedAt,
+	)
+	return &i, err
+}
+
+const insertClassificationSyncResult = `-- name: InsertClassificationSyncResult :one
+INSERT INTO classification_sync_results (
+  account_id, inbox_id, event_id, phase, status
+) VALUES (?, ?, ?, 'read', 'pending')
+ON CONFLICT(account_id, event_id) DO NOTHING
+RETURNING id, account_id, inbox_id, event_id, phase, status, conversation_kinds, customer_colors, attempts, next_attempt_at, last_error_code, last_error_message, created_at, updated_at
+`
+
+type InsertClassificationSyncResultParams struct {
+	AccountID int64  `json:"account_id"`
+	InboxID   int64  `json:"inbox_id"`
+	EventID   string `json:"event_id"`
+}
+
+func (q *Queries) InsertClassificationSyncResult(ctx context.Context, arg InsertClassificationSyncResultParams) (*ClassificationSyncResult, error) {
+	row := q.db.QueryRowContext(ctx, insertClassificationSyncResult, arg.AccountID, arg.InboxID, arg.EventID)
+	var i ClassificationSyncResult
+	err := row.Scan(
+		&i.ID,
+		&i.AccountID,
+		&i.InboxID,
+		&i.EventID,
+		&i.Phase,
+		&i.Status,
+		&i.ConversationKinds,
+		&i.CustomerColors,
+		&i.Attempts,
+		&i.NextAttemptAt,
+		&i.LastErrorCode,
+		&i.LastErrorMessage,
+		&i.CreatedAt,
+		&i.UpdatedAt,
+	)
+	return &i, err
+}
+
+const recoverClassificationSyncResult = `-- name: RecoverClassificationSyncResult :exec
+UPDATE classification_sync_results SET
+  status = 'pending',
+  attempts = CASE WHEN attempts > 0 THEN attempts - 1 ELSE 0 END,
+  next_attempt_at = NULL,
+  updated_at = CURRENT_TIMESTAMP
+WHERE id = ? AND status = 'syncing'
+`
+
+func (q *Queries) RecoverClassificationSyncResult(ctx context.Context, id int64) error {
+	_, err := q.db.ExecContext(ctx, recoverClassificationSyncResult, id)
+	return err
+}
+
+const recoverClassificationSyncResults = `-- name: RecoverClassificationSyncResults :execrows
+UPDATE classification_sync_results SET
+  status = 'pending',
+  attempts = CASE WHEN attempts > 0 THEN attempts - 1 ELSE 0 END,
+  next_attempt_at = NULL,
+  updated_at = CURRENT_TIMESTAMP
+WHERE status = 'syncing'
+`
+
+func (q *Queries) RecoverClassificationSyncResults(ctx context.Context) (int64, error) {
+	result, err := q.db.ExecContext(ctx, recoverClassificationSyncResults)
+	if err != nil {
+		return 0, err
+	}
+	return result.RowsAffected()
+}
+
+const resetClassificationSyncResult = `-- name: ResetClassificationSyncResult :exec
+UPDATE classification_sync_results SET
+  status = 'pending',
+  attempts = 0,
+  next_attempt_at = NULL,
+  last_error_code = NULL,
+  last_error_message = NULL,
+  updated_at = CURRENT_TIMESTAMP
+WHERE account_id = ? AND event_id = ? AND status = 'failed'
+`
+
+type ResetClassificationSyncResultParams struct {
+	AccountID int64  `json:"account_id"`
+	EventID   string `json:"event_id"`
+}
+
+func (q *Queries) ResetClassificationSyncResult(ctx context.Context, arg ResetClassificationSyncResultParams) error {
+	_, err := q.db.ExecContext(ctx, resetClassificationSyncResult, arg.AccountID, arg.EventID)
+	return err
+}
+
+const setClassificationSyncResultCatalog = `-- name: SetClassificationSyncResultCatalog :exec
+UPDATE classification_sync_results SET
+  phase = 'report',
+  conversation_kinds = ?,
+  customer_colors = ?,
+  updated_at = CURRENT_TIMESTAMP
+WHERE id = ? AND status = 'syncing'
+`
+
+type SetClassificationSyncResultCatalogParams struct {
+	ConversationKinds string `json:"conversation_kinds"`
+	CustomerColors    string `json:"customer_colors"`
+	ID                int64  `json:"id"`
+}
+
+func (q *Queries) SetClassificationSyncResultCatalog(ctx context.Context, arg SetClassificationSyncResultCatalogParams) error {
+	_, err := q.db.ExecContext(ctx, setClassificationSyncResultCatalog, arg.ConversationKinds, arg.CustomerColors, arg.ID)
+	return err
+}
diff --git a/channels/shangwutong/db/generated/inbound.sql.go b/channels/shangwutong/db/generated/inbound.sql.go
index 0d3801bc..acdc4320 100644
--- a/channels/shangwutong/db/generated/inbound.sql.go
+++ b/channels/shangwutong/db/generated/inbound.sql.go
@@ -219,6 +219,26 @@ func (q *Queries) GetLatestConversationState(ctx context.Context, arg GetLatestC
 	return text, err
 }
 
+const getLatestConversationStateIncludingClaimed = `-- name: GetLatestConversationStateIncludingClaimed :one
+SELECT text FROM inbound_events
+WHERE account_id = ? AND swt_sid = ? AND kind = 0
+  AND delivery_status IN ('delivered', 'delivering')
+ORDER BY id DESC
+LIMIT 1
+`
+
+type GetLatestConversationStateIncludingClaimedParams struct {
+	AccountID int64  `json:"account_id"`
+	SwtSid    string `json:"swt_sid"`
+}
+
+func (q *Queries) GetLatestConversationStateIncludingClaimed(ctx context.Context, arg GetLatestConversationStateIncludingClaimedParams) (*string, error) {
+	row := q.db.QueryRowContext(ctx, getLatestConversationStateIncludingClaimed, arg.AccountID, arg.SwtSid)
+	var text *string
+	err := row.Scan(&text)
+	return text, err
+}
+
 const getLatestXSTOperator = `-- name: GetLatestXSTOperator :one
 SELECT text, seq_id FROM inbound_events
 WHERE account_id = ? AND swt_sid = ? AND kind = 6
diff --git a/channels/shangwutong/db/generated/metrics.sql.go b/channels/shangwutong/db/generated/metrics.sql.go
index b82a4b9b..76f634e7 100644
--- a/channels/shangwutong/db/generated/metrics.sql.go
+++ b/channels/shangwutong/db/generated/metrics.sql.go
@@ -23,7 +23,10 @@ func (q *Queries) CountStatusSyncQueue(ctx context.Context) (int64, error) {
 }
 
 const listAccountMetricCounts = `-- name: ListAccountMetricCounts :many
-SELECT connection_status, actual_presence, COUNT(*) AS count
+SELECT
+    connection_status,
+    actual_presence,
+    COUNT(*) AS count
 FROM accounts
 WHERE deleted_at IS NULL
 GROUP BY connection_status, actual_presence
@@ -59,8 +62,48 @@ func (q *Queries) ListAccountMetricCounts(ctx context.Context) ([]*ListAccountMe
 	return items, nil
 }
 
+const listClassificationSyncQueueMetricCounts = `-- name: ListClassificationSyncQueueMetricCounts :many
+SELECT
+    status,
+    COUNT(*) AS count
+FROM classification_sync_results
+WHERE status IN ('pending', 'syncing', 'failed')
+GROUP BY status
+ORDER BY status
+`
+
+type ListClassificationSyncQueueMetricCountsRow struct {
+	Status string `json:"status"`
+	Count  int64  `json:"count"`
+}
+
+func (q *Queries) ListClassificationSyncQueueMetricCounts(ctx context.Context) ([]*ListClassificationSyncQueueMetricCountsRow, error) {
+	rows, err := q.db.QueryContext(ctx, listClassificationSyncQueueMetricCounts)
+	if err != nil {
+		return nil, err
+	}
+	defer rows.Close()
+	items := []*ListClassificationSyncQueueMetricCountsRow{}
+	for rows.Next() {
+		var i ListClassificationSyncQueueMetricCountsRow
+		if err := rows.Scan(&i.Status, &i.Count); err != nil {
+			return nil, err
+		}
+		items = append(items, &i)
+	}
+	if err := rows.Close(); err != nil {
+		return nil, err
+	}
+	if err := rows.Err(); err != nil {
+		return nil, err
+	}
+	return items, nil
+}
+
 const listInboundQueueMetricCounts = `-- name: ListInboundQueueMetricCounts :many
-SELECT delivery_status, COUNT(*) AS count
+SELECT
+    delivery_status,
+    COUNT(*) AS count
 FROM inbound_events
 GROUP BY delivery_status
 ORDER BY delivery_status
@@ -95,7 +138,9 @@ func (q *Queries) ListInboundQueueMetricCounts(ctx context.Context) ([]*ListInbo
 }
 
 const listOutboundQueueMetricCounts = `-- name: ListOutboundQueueMetricCounts :many
-SELECT delivery_status, COUNT(*) AS count
+SELECT
+    delivery_status,
+    COUNT(*) AS count
 FROM outbound_messages
 GROUP BY delivery_status
 ORDER BY delivery_status
diff --git a/channels/shangwutong/db/generated/models.go b/channels/shangwutong/db/generated/models.go
index 59e2bcf8..59426467 100644
--- a/channels/shangwutong/db/generated/models.go
+++ b/channels/shangwutong/db/generated/models.go
@@ -45,6 +45,23 @@ type Account struct {
 	UpdatedAt             time.Time  `json:"updated_at"`
 }
 
+type ClassificationSyncResult struct {
+	ID                int64      `json:"id"`
+	AccountID         int64      `json:"account_id"`
+	InboxID           int64      `json:"inbox_id"`
+	EventID           string     `json:"event_id"`
+	Phase             string     `json:"phase"`
+	Status            string     `json:"status"`
+	ConversationKinds string     `json:"conversation_kinds"`
+	CustomerColors    string     `json:"customer_colors"`
+	Attempts          int64      `json:"attempts"`
+	NextAttemptAt     *time.Time `json:"next_attempt_at"`
+	LastErrorCode     *string    `json:"last_error_code"`
+	LastErrorMessage  *string    `json:"last_error_message"`
+	CreatedAt         time.Time  `json:"created_at"`
+	UpdatedAt         time.Time  `json:"updated_at"`
+}
+
 type ConversationMap struct {
 	AccountID             int64     `json:"account_id"`
 	SwtSid                string    `json:"swt_sid"`
@@ -101,6 +118,17 @@ type MessageMap struct {
 	UpdatedAt          time.Time  `json:"updated_at"`
 }
 
+type OperationResultCompensation struct {
+	ID          int64     `json:"id"`
+	RequestID   string    `json:"request_id"`
+	OperationID int64     `json:"operation_id"`
+	AccountID   int64     `json:"account_id"`
+	Actor       string    `json:"actor"`
+	Reason      string    `json:"reason"`
+	RequestedAt time.Time `json:"requested_at"`
+	Result      string    `json:"result"`
+}
+
 type OutboundMessage struct {
 	ID                 int64      `json:"id"`
 	AccountID          int64      `json:"account_id"`
@@ -152,6 +180,7 @@ type OutboundOperation struct {
 	ResultErrorMessage *string    `json:"result_error_message"`
 	CreatedAt          time.Time  `json:"created_at"`
 	UpdatedAt          time.Time  `json:"updated_at"`
+	UncertainSince     *time.Time `json:"uncertain_since"`
 }
 
 type OutboundPart struct {
diff --git a/channels/shangwutong/db/generated/operations.sql.go b/channels/shangwutong/db/generated/operations.sql.go
index 9a334735..57b4d5de 100644
--- a/channels/shangwutong/db/generated/operations.sql.go
+++ b/channels/shangwutong/db/generated/operations.sql.go
@@ -55,7 +55,7 @@ WHERE id = (
   LIMIT 1
 )
 AND delivery_status = 'pending'
-RETURNING id, account_id, swt_sid, event_id, operation, payload, occurred_at, delivery_status, claimed_at, attempts, next_attempt_at, last_error, result_sync_status, result_sync_attempts, result_sync_next_at, result_reported_at, result_status, result_error_code, result_error_message, created_at, updated_at
+RETURNING id, account_id, swt_sid, event_id, operation, payload, occurred_at, delivery_status, claimed_at, attempts, next_attempt_at, last_error, result_sync_status, result_sync_attempts, result_sync_next_at, result_reported_at, result_status, result_error_code, result_error_message, created_at, updated_at, uncertain_since
 `
 
 func (q *Queries) ClaimOutboundOperation(ctx context.Context) (*OutboundOperation, error) {
@@ -83,6 +83,7 @@ func (q *Queries) ClaimOutboundOperation(ctx context.Context) (*OutboundOperatio
 		&i.ResultErrorMessage,
 		&i.CreatedAt,
 		&i.UpdatedAt,
+		&i.UncertainSince,
 	)
 	return &i, err
 }
@@ -96,7 +97,7 @@ UPDATE outbound_operations SET
 WHERE id = (
   SELECT candidate.id
   FROM outbound_operations AS candidate
-  WHERE candidate.operation IN ('set_chat_kind', 'set_customer_color')
+  WHERE candidate.operation IN ('set_chat_kind', 'set_customer_color', 'change_contact_name')
     AND candidate.delivery_status IN ('delivered', 'uncertain', 'failed')
     AND candidate.result_sync_status = 'pending'
     AND (candidate.result_sync_next_at IS NULL OR julianday(candidate.result_sync_next_at) IS NULL OR julianday(candidate.result_sync_next_at) <= julianday('now'))
@@ -110,7 +111,7 @@ WHERE id = (
   LIMIT 1
 )
 AND result_sync_status = 'pending'
-RETURNING id, account_id, swt_sid, event_id, operation, payload, occurred_at, delivery_status, claimed_at, attempts, next_attempt_at, last_error, result_sync_status, result_sync_attempts, result_sync_next_at, result_reported_at, result_status, result_error_code, result_error_message, created_at, updated_at
+RETURNING id, account_id, swt_sid, event_id, operation, payload, occurred_at, delivery_status, claimed_at, attempts, next_attempt_at, last_error, result_sync_status, result_sync_attempts, result_sync_next_at, result_reported_at, result_status, result_error_code, result_error_message, created_at, updated_at, uncertain_since
 `
 
 func (q *Queries) ClaimOutboundOperationResult(ctx context.Context) (*OutboundOperation, error) {
@@ -138,6 +139,7 @@ func (q *Queries) ClaimOutboundOperationResult(ctx context.Context) (*OutboundOp
 		&i.ResultErrorMessage,
 		&i.CreatedAt,
 		&i.UpdatedAt,
+		&i.UncertainSince,
 	)
 	return &i, err
 }
@@ -146,22 +148,23 @@ const completeOutboundOperation = `-- name: CompleteOutboundOperation :exec
 UPDATE outbound_operations SET
   delivery_status = 'delivered',
   claimed_at = NULL,
+  uncertain_since = NULL,
   last_error = NULL,
   result_sync_status = CASE
-    WHEN operation IN ('set_chat_kind', 'set_customer_color') THEN 'pending'
+    WHEN operation IN ('set_chat_kind', 'set_customer_color', 'change_contact_name') THEN 'pending'
     ELSE result_sync_status
   END,
   result_sync_next_at = NULL,
   result_status = CASE
-    WHEN operation IN ('set_chat_kind', 'set_customer_color') THEN 'succeeded'
+    WHEN operation IN ('set_chat_kind', 'set_customer_color', 'change_contact_name') THEN 'succeeded'
     ELSE result_status
   END,
   result_error_code = CASE
-    WHEN operation IN ('set_chat_kind', 'set_customer_color') THEN NULL
+    WHEN operation IN ('set_chat_kind', 'set_customer_color', 'change_contact_name') THEN NULL
     ELSE result_error_code
   END,
   result_error_message = CASE
-    WHEN operation IN ('set_chat_kind', 'set_customer_color') THEN NULL
+    WHEN operation IN ('set_chat_kind', 'set_customer_color', 'change_contact_name') THEN NULL
     ELSE result_error_message
   END,
   updated_at = CURRENT_TIMESTAMP
@@ -188,32 +191,61 @@ func (q *Queries) CompleteOutboundOperationResult(ctx context.Context, id int64)
 	return err
 }
 
+const deferContactNameOperation = `-- name: DeferContactNameOperation :exec
+UPDATE outbound_operations SET
+  delivery_status = 'pending',
+  claimed_at = NULL,
+  uncertain_since = NULL,
+  attempts = CASE WHEN attempts > 0 THEN attempts - 1 ELSE 0 END,
+  next_attempt_at = ?,
+  last_error = ?,
+  updated_at = CURRENT_TIMESTAMP
+WHERE id = ?
+  AND operation = 'change_contact_name'
+  AND delivery_status = 'delivering'
+`
+
+type DeferContactNameOperationParams struct {
+	NextAttemptAt *time.Time `json:"next_attempt_at"`
+	LastError     *string    `json:"last_error"`
+	ID            int64      `json:"id"`
+}
+
+func (q *Queries) DeferContactNameOperation(ctx context.Context, arg DeferContactNameOperationParams) error {
+	_, err := q.db.ExecContext(ctx, deferContactNameOperation, arg.NextAttemptAt, arg.LastError, arg.ID)
+	return err
+}
+
 const failExpiredUncertainOperations = `-- name: FailExpiredUncertainOperations :execrows
 UPDATE outbound_operations SET
-  delivery_status = 'failed',
+  delivery_status = CASE
+    WHEN operation IN ('set_chat_kind', 'set_customer_color', 'change_contact_name') THEN 'uncertain'
+    ELSE 'failed'
+  END,
   claimed_at = NULL,
   last_error = 'operation result remained uncertain beyond the observation window',
-  result_sync_status = CASE
-    WHEN operation IN ('set_chat_kind', 'set_customer_color') THEN 'pending'
-    ELSE result_sync_status
-  END,
-  result_sync_next_at = NULL,
   result_status = CASE
-    WHEN operation IN ('set_chat_kind', 'set_customer_color') THEN 'failed'
+    WHEN operation IN ('set_chat_kind', 'set_customer_color', 'change_contact_name') THEN 'uncertain'
     ELSE result_status
   END,
   result_error_code = CASE
-    WHEN operation IN ('set_chat_kind', 'set_customer_color') THEN 'uncertain_timeout'
+    WHEN operation IN ('set_chat_kind', 'set_customer_color', 'change_contact_name') THEN 'uncertain_timeout'
     ELSE result_error_code
   END,
   result_error_message = CASE
-    WHEN operation IN ('set_chat_kind', 'set_customer_color') THEN 'operation result remained uncertain beyond the observation window'
+    WHEN operation IN ('set_chat_kind', 'set_customer_color', 'change_contact_name') THEN 'operation result remained uncertain beyond the observation window'
     ELSE result_error_message
   END,
+  uncertain_since = CASE
+    WHEN operation IN ('set_chat_kind', 'set_customer_color', 'change_contact_name') THEN uncertain_since
+    ELSE NULL
+  END,
   updated_at = CURRENT_TIMESTAMP
 WHERE delivery_status = 'uncertain'
-  AND result_sync_status <> 'syncing'
-  AND julianday(updated_at) <= julianday(?)
+  AND uncertain_since IS NOT NULL
+  AND result_sync_status NOT IN ('syncing', 'synced')
+  AND (result_error_code IS NULL OR result_error_code <> 'uncertain_timeout')
+  AND julianday(uncertain_since) <= julianday(?)
 `
 
 func (q *Queries) FailExpiredUncertainOperations(ctx context.Context, julianday interface{}) (int64, error) {
@@ -228,22 +260,23 @@ const failOutboundOperation = `-- name: FailOutboundOperation :exec
 UPDATE outbound_operations SET
   delivery_status = 'failed',
   claimed_at = NULL,
+  uncertain_since = NULL,
   last_error = ?,
   result_sync_status = CASE
-    WHEN operation IN ('set_chat_kind', 'set_customer_color') THEN 'pending'
+    WHEN operation IN ('set_chat_kind', 'set_customer_color', 'change_contact_name') THEN 'pending'
     ELSE result_sync_status
   END,
   result_sync_next_at = NULL,
   result_status = CASE
-    WHEN operation IN ('set_chat_kind', 'set_customer_color') THEN 'failed'
+    WHEN operation IN ('set_chat_kind', 'set_customer_color', 'change_contact_name') THEN 'failed'
     ELSE result_status
   END,
   result_error_code = CASE
-    WHEN operation IN ('set_chat_kind', 'set_customer_color') THEN ?
+    WHEN operation IN ('set_chat_kind', 'set_customer_color', 'change_contact_name') THEN ?
     ELSE result_error_code
   END,
   result_error_message = CASE
-    WHEN operation IN ('set_chat_kind', 'set_customer_color') THEN ?
+    WHEN operation IN ('set_chat_kind', 'set_customer_color', 'change_contact_name') THEN ?
     ELSE result_error_message
   END,
   updated_at = CURRENT_TIMESTAMP
@@ -286,8 +319,54 @@ func (q *Queries) FailOutboundOperationResult(ctx context.Context, arg FailOutbo
 	return err
 }
 
+const getAcceptTransferOperationSince = `-- name: GetAcceptTransferOperationSince :one
+SELECT id, account_id, swt_sid, event_id, operation, payload, occurred_at, delivery_status, claimed_at, attempts, next_attempt_at, last_error, result_sync_status, result_sync_attempts, result_sync_next_at, result_reported_at, result_status, result_error_code, result_error_message, created_at, updated_at, uncertain_since FROM outbound_operations
+WHERE account_id = ?
+  AND swt_sid = ?
+  AND operation = 'accept_transfer'
+  AND occurred_at >= ?
+ORDER BY id DESC
+LIMIT 1
+`
+
+type GetAcceptTransferOperationSinceParams struct {
+	AccountID  int64     `json:"account_id"`
+	SwtSid     string    `json:"swt_sid"`
+	OccurredAt time.Time `json:"occurred_at"`
+}
+
+func (q *Queries) GetAcceptTransferOperationSince(ctx context.Context, arg GetAcceptTransferOperationSinceParams) (*OutboundOperation, error) {
+	row := q.db.QueryRowContext(ctx, getAcceptTransferOperationSince, arg.AccountID, arg.SwtSid, arg.OccurredAt)
+	var i OutboundOperation
+	err := row.Scan(
+		&i.ID,
+		&i.AccountID,
+		&i.SwtSid,
+		&i.EventID,
+		&i.Operation,
+		&i.Payload,
+		&i.OccurredAt,
+		&i.DeliveryStatus,
+		&i.ClaimedAt,
+		&i.Attempts,
+		&i.NextAttemptAt,
+		&i.LastError,
+		&i.ResultSyncStatus,
+		&i.ResultSyncAttempts,
+		&i.ResultSyncNextAt,
+		&i.ResultReportedAt,
+		&i.ResultStatus,
+		&i.ResultErrorCode,
+		&i.ResultErrorMessage,
+		&i.CreatedAt,
+		&i.UpdatedAt,
+		&i.UncertainSince,
+	)
+	return &i, err
+}
+
 const getOutboundOperationByEventID = `-- name: GetOutboundOperationByEventID :one
-SELECT id, account_id, swt_sid, event_id, operation, payload, occurred_at, delivery_status, claimed_at, attempts, next_attempt_at, last_error, result_sync_status, result_sync_attempts, result_sync_next_at, result_reported_at, result_status, result_error_code, result_error_message, created_at, updated_at FROM outbound_operations
+SELECT id, account_id, swt_sid, event_id, operation, payload, occurred_at, delivery_status, claimed_at, attempts, next_attempt_at, last_error, result_sync_status, result_sync_attempts, result_sync_next_at, result_reported_at, result_status, result_error_code, result_error_message, created_at, updated_at, uncertain_since FROM outbound_operations
 WHERE event_id = ?
 LIMIT 1
 `
@@ -317,6 +396,7 @@ func (q *Queries) GetOutboundOperationByEventID(ctx context.Context, eventID str
 		&i.ResultErrorMessage,
 		&i.CreatedAt,
 		&i.UpdatedAt,
+		&i.UncertainSince,
 	)
 	return &i, err
 }
@@ -326,7 +406,7 @@ INSERT INTO outbound_operations (
   account_id, swt_sid, event_id, operation, payload, occurred_at
 ) VALUES (?, ?, ?, ?, ?, ?)
 ON CONFLICT(event_id) DO NOTHING
-RETURNING id, account_id, swt_sid, event_id, operation, payload, occurred_at, delivery_status, claimed_at, attempts, next_attempt_at, last_error, result_sync_status, result_sync_attempts, result_sync_next_at, result_reported_at, result_status, result_error_code, result_error_message, created_at, updated_at
+RETURNING id, account_id, swt_sid, event_id, operation, payload, occurred_at, delivery_status, claimed_at, attempts, next_attempt_at, last_error, result_sync_status, result_sync_attempts, result_sync_next_at, result_reported_at, result_status, result_error_code, result_error_message, created_at, updated_at, uncertain_since
 `
 
 type InsertOutboundOperationParams struct {
@@ -370,6 +450,7 @@ func (q *Queries) InsertOutboundOperation(ctx context.Context, arg InsertOutboun
 		&i.ResultErrorMessage,
 		&i.CreatedAt,
 		&i.UpdatedAt,
+		&i.UncertainSince,
 	)
 	return &i, err
 }
@@ -378,22 +459,23 @@ const markOutboundOperationUncertain = `-- name: MarkOutboundOperationUncertain
 UPDATE outbound_operations SET
   delivery_status = 'uncertain',
   claimed_at = NULL,
+  uncertain_since = CASE WHEN delivery_status = 'delivering' THEN CURRENT_TIMESTAMP ELSE uncertain_since END,
   last_error = ?,
   result_sync_status = CASE
-    WHEN operation IN ('set_chat_kind', 'set_customer_color') THEN 'pending'
+    WHEN operation IN ('set_chat_kind', 'set_customer_color', 'change_contact_name') THEN 'pending'
     ELSE result_sync_status
   END,
   result_sync_next_at = NULL,
   result_status = CASE
-    WHEN operation IN ('set_chat_kind', 'set_customer_color') THEN 'uncertain'
+    WHEN operation IN ('set_chat_kind', 'set_customer_color', 'change_contact_name') THEN 'uncertain'
     ELSE result_status
   END,
   result_error_code = CASE
-    WHEN operation IN ('set_chat_kind', 'set_customer_color') THEN ?
+    WHEN operation IN ('set_chat_kind', 'set_customer_color', 'change_contact_name') THEN ?
     ELSE result_error_code
   END,
   result_error_message = CASE
-    WHEN operation IN ('set_chat_kind', 'set_customer_color') THEN ?
+    WHEN operation IN ('set_chat_kind', 'set_customer_color', 'change_contact_name') THEN ?
     ELSE result_error_message
   END,
   updated_at = CURRENT_TIMESTAMP
@@ -417,6 +499,35 @@ func (q *Queries) MarkOutboundOperationUncertain(ctx context.Context, arg MarkOu
 	return err
 }
 
+const recordOperationResultCompensation = `-- name: RecordOperationResultCompensation :execrows
+INSERT INTO operation_result_compensations (
+  request_id, operation_id, account_id, actor, reason, result
+) VALUES (?, ?, ?, ?, ?, 'accepted')
+ON CONFLICT(request_id) DO NOTHING
+`
+
+type RecordOperationResultCompensationParams struct {
+	RequestID   string `json:"request_id"`
+	OperationID int64  `json:"operation_id"`
+	AccountID   int64  `json:"account_id"`
+	Actor       string `json:"actor"`
+	Reason      string `json:"reason"`
+}
+
+func (q *Queries) RecordOperationResultCompensation(ctx context.Context, arg RecordOperationResultCompensationParams) (int64, error) {
+	result, err := q.db.ExecContext(ctx, recordOperationResultCompensation,
+		arg.RequestID,
+		arg.OperationID,
+		arg.AccountID,
+		arg.Actor,
+		arg.Reason,
+	)
+	if err != nil {
+		return 0, err
+	}
+	return result.RowsAffected()
+}
+
 const recoverOutboundOperationResults = `-- name: RecoverOutboundOperationResults :execrows
 UPDATE outbound_operations SET
   result_sync_status = 'pending',
@@ -437,22 +548,23 @@ const recoverOutboundOperationsAsUncertain = `-- name: RecoverOutboundOperations
 UPDATE outbound_operations SET
   delivery_status = 'uncertain',
   claimed_at = NULL,
+  uncertain_since = CURRENT_TIMESTAMP,
   last_error = 'connector restarted while operation was delivering',
   result_sync_status = CASE
-    WHEN operation IN ('set_chat_kind', 'set_customer_color') THEN 'pending'
+    WHEN operation IN ('set_chat_kind', 'set_customer_color', 'change_contact_name') THEN 'pending'
     ELSE result_sync_status
   END,
   result_sync_next_at = NULL,
   result_status = CASE
-    WHEN operation IN ('set_chat_kind', 'set_customer_color') THEN 'uncertain'
+    WHEN operation IN ('set_chat_kind', 'set_customer_color', 'change_contact_name') THEN 'uncertain'
     ELSE result_status
   END,
   result_error_code = CASE
-    WHEN operation IN ('set_chat_kind', 'set_customer_color') THEN 'connector_restart_uncertain'
+    WHEN operation IN ('set_chat_kind', 'set_customer_color', 'change_contact_name') THEN 'connector_restart_uncertain'
     ELSE result_error_code
   END,
   result_error_message = CASE
-    WHEN operation IN ('set_chat_kind', 'set_customer_color') THEN 'connector restarted while operation was delivering'
+    WHEN operation IN ('set_chat_kind', 'set_customer_color', 'change_contact_name') THEN 'connector restarted while operation was delivering'
     ELSE result_error_message
   END,
   updated_at = CURRENT_TIMESTAMP
@@ -467,10 +579,38 @@ func (q *Queries) RecoverOutboundOperationsAsUncertain(ctx context.Context) (int
 	return result.RowsAffected()
 }
 
+const requeueOutboundOperationResult = `-- name: RequeueOutboundOperationResult :execrows
+UPDATE outbound_operations SET
+  result_sync_status = 'pending',
+  result_sync_next_at = NULL,
+  last_error = NULL,
+  updated_at = CURRENT_TIMESTAMP
+WHERE id = ?
+  AND account_id = ?
+  AND operation IN ('set_chat_kind', 'set_customer_color', 'change_contact_name')
+  AND delivery_status IN ('delivered', 'uncertain', 'failed')
+  AND result_status IS NOT NULL
+  AND result_sync_status = 'failed'
+`
+
+type RequeueOutboundOperationResultParams struct {
+	ID        int64 `json:"id"`
+	AccountID int64 `json:"account_id"`
+}
+
+func (q *Queries) RequeueOutboundOperationResult(ctx context.Context, arg RequeueOutboundOperationResultParams) (int64, error) {
+	result, err := q.db.ExecContext(ctx, requeueOutboundOperationResult, arg.ID, arg.AccountID)
+	if err != nil {
+		return 0, err
+	}
+	return result.RowsAffected()
+}
+
 const retryOutboundOperation = `-- name: RetryOutboundOperation :exec
 UPDATE outbound_operations SET
   delivery_status = 'pending',
   claimed_at = NULL,
+  uncertain_since = NULL,
   next_attempt_at = ?,
   last_error = ?,
   updated_at = CURRENT_TIMESTAMP
@@ -507,3 +647,28 @@ func (q *Queries) RetryOutboundOperationResult(ctx context.Context, arg RetryOut
 	_, err := q.db.ExecContext(ctx, retryOutboundOperationResult, arg.ResultSyncNextAt, arg.LastError, arg.ID)
 	return err
 }
+
+const wakeContactNameOperations = `-- name: WakeContactNameOperations :execrows
+UPDATE outbound_operations SET
+  next_attempt_at = NULL,
+  last_error = NULL,
+  updated_at = CURRENT_TIMESTAMP
+WHERE account_id = ?
+  AND swt_sid = ?
+  AND operation = 'change_contact_name'
+  AND delivery_status = 'pending'
+  AND last_error LIKE '%cid_unavailable%'
+`
+
+type WakeContactNameOperationsParams struct {
+	AccountID int64  `json:"account_id"`
+	SwtSid    string `json:"swt_sid"`
+}
+
+func (q *Queries) WakeContactNameOperations(ctx context.Context, arg WakeContactNameOperationsParams) (int64, error) {
+	result, err := q.db.ExecContext(ctx, wakeContactNameOperations, arg.AccountID, arg.SwtSid)
+	if err != nil {
+		return 0, err
+	}
+	return result.RowsAffected()
+}
diff --git a/channels/shangwutong/db/generated/outbound.sql.go b/channels/shangwutong/db/generated/outbound.sql.go
index ae794be4..5a5706b6 100644
--- a/channels/shangwutong/db/generated/outbound.sql.go
+++ b/channels/shangwutong/db/generated/outbound.sql.go
@@ -1030,3 +1030,27 @@ func (q *Queries) RetryStatusSync(ctx context.Context, arg RetryStatusSyncParams
 	_, err := q.db.ExecContext(ctx, retryStatusSync, arg.StatusSyncNextAt, arg.LastError, arg.ID)
 	return err
 }
+
+const wakePendingOutboundMessagesForSession = `-- name: WakePendingOutboundMessagesForSession :execrows
+UPDATE outbound_messages SET
+  next_attempt_at = NULL,
+  last_error = NULL,
+  updated_at = CURRENT_TIMESTAMP
+WHERE account_id = ?
+  AND swt_sid = ?
+  AND delivery_status = 'pending'
+  AND (next_attempt_at IS NOT NULL OR last_error IS NOT NULL)
+`
+
+type WakePendingOutboundMessagesForSessionParams struct {
+	AccountID int64  `json:"account_id"`
+	SwtSid    string `json:"swt_sid"`
+}
+
+func (q *Queries) WakePendingOutboundMessagesForSession(ctx context.Context, arg WakePendingOutboundMessagesForSessionParams) (int64, error) {
+	result, err := q.db.ExecContext(ctx, wakePendingOutboundMessagesForSession, arg.AccountID, arg.SwtSid)
+	if err != nil {
+		return 0, err
+	}
+	return result.RowsAffected()
+}
diff --git a/channels/shangwutong/db/migrations/009_add_operation_result_compensations.down.sql b/channels/shangwutong/db/migrations/009_add_operation_result_compensations.down.sql
new file mode 100644
index 00000000..904a8728
--- /dev/null
+++ b/channels/shangwutong/db/migrations/009_add_operation_result_compensations.down.sql
@@ -0,0 +1,2 @@
+DROP INDEX IF EXISTS idx_operation_result_compensations_operation;
+DROP TABLE IF EXISTS operation_result_compensations;
diff --git a/channels/shangwutong/db/migrations/009_add_operation_result_compensations.up.sql b/channels/shangwutong/db/migrations/009_add_operation_result_compensations.up.sql
new file mode 100644
index 00000000..b024aaef
--- /dev/null
+++ b/channels/shangwutong/db/migrations/009_add_operation_result_compensations.up.sql
@@ -0,0 +1,13 @@
+CREATE TABLE operation_result_compensations (
+  id INTEGER PRIMARY KEY AUTOINCREMENT,
+  request_id TEXT NOT NULL UNIQUE,
+  operation_id INTEGER NOT NULL REFERENCES outbound_operations(id),
+  account_id INTEGER NOT NULL REFERENCES accounts(id),
+  actor TEXT NOT NULL,
+  reason TEXT NOT NULL,
+  requested_at DATETIME NOT NULL DEFAULT CURRENT_TIMESTAMP,
+  result TEXT NOT NULL
+);
+
+CREATE INDEX idx_operation_result_compensations_operation
+  ON operation_result_compensations(operation_id, requested_at);
diff --git a/channels/shangwutong/db/migrations/010_add_uncertain_since.down.sql b/channels/shangwutong/db/migrations/010_add_uncertain_since.down.sql
new file mode 100644
index 00000000..ee9ddecb
--- /dev/null
+++ b/channels/shangwutong/db/migrations/010_add_uncertain_since.down.sql
@@ -0,0 +1,11 @@
+-- Do not silently discard observation evidence during rollback.
+DROP TABLE IF EXISTS outbound_operations_uncertain_since_rollback_guard;
+CREATE TABLE outbound_operations_uncertain_since_rollback_guard (
+    value DATETIME CHECK (value IS NULL)
+);
+INSERT INTO outbound_operations_uncertain_since_rollback_guard (value)
+SELECT uncertain_since
+FROM outbound_operations
+WHERE uncertain_since IS NOT NULL;
+DROP TABLE outbound_operations_uncertain_since_rollback_guard;
+ALTER TABLE outbound_operations DROP COLUMN uncertain_since;
diff --git a/channels/shangwutong/db/migrations/010_add_uncertain_since.up.sql b/channels/shangwutong/db/migrations/010_add_uncertain_since.up.sql
new file mode 100644
index 00000000..d2de1be9
--- /dev/null
+++ b/channels/shangwutong/db/migrations/010_add_uncertain_since.up.sql
@@ -0,0 +1,5 @@
+ALTER TABLE outbound_operations ADD COLUMN uncertain_since DATETIME;
+
+UPDATE outbound_operations
+SET uncertain_since = updated_at
+WHERE delivery_status = 'uncertain' AND uncertain_since IS NULL;
diff --git a/channels/shangwutong/db/migrations/011_add_classification_sync_results.down.sql b/channels/shangwutong/db/migrations/011_add_classification_sync_results.down.sql
new file mode 100644
index 00000000..7b8be729
--- /dev/null
+++ b/channels/shangwutong/db/migrations/011_add_classification_sync_results.down.sql
@@ -0,0 +1,10 @@
+-- Keep pending/failed/succeeded result evidence instead of deleting it on rollback.
+DROP TABLE IF EXISTS classification_sync_results_rollback_guard;
+CREATE TABLE classification_sync_results_rollback_guard (
+    id INTEGER CHECK (id IS NULL)
+);
+INSERT INTO classification_sync_results_rollback_guard (id)
+SELECT id FROM classification_sync_results;
+DROP TABLE classification_sync_results_rollback_guard;
+DROP INDEX IF EXISTS idx_classification_sync_results_due;
+DROP TABLE classification_sync_results;
diff --git a/channels/shangwutong/db/migrations/011_add_classification_sync_results.up.sql b/channels/shangwutong/db/migrations/011_add_classification_sync_results.up.sql
new file mode 100644
index 00000000..15cd6795
--- /dev/null
+++ b/channels/shangwutong/db/migrations/011_add_classification_sync_results.up.sql
@@ -0,0 +1,20 @@
+CREATE TABLE classification_sync_results (
+  id INTEGER PRIMARY KEY AUTOINCREMENT,
+  account_id INTEGER NOT NULL REFERENCES accounts(id),
+  inbox_id INTEGER NOT NULL,
+  event_id TEXT NOT NULL,
+  phase TEXT NOT NULL DEFAULT 'read',
+  status TEXT NOT NULL DEFAULT 'pending',
+  conversation_kinds TEXT NOT NULL DEFAULT '[]',
+  customer_colors TEXT NOT NULL DEFAULT '[]',
+  attempts INTEGER NOT NULL DEFAULT 0,
+  next_attempt_at DATETIME,
+  last_error_code TEXT,
+  last_error_message TEXT,
+  created_at DATETIME NOT NULL DEFAULT CURRENT_TIMESTAMP,
+  updated_at DATETIME NOT NULL DEFAULT CURRENT_TIMESTAMP,
+  UNIQUE(account_id, event_id)
+);
+
+CREATE INDEX idx_classification_sync_results_due
+  ON classification_sync_results(status, next_attempt_at, id);
diff --git a/channels/shangwutong/db/queries/classification_sync.sql b/channels/shangwutong/db/queries/classification_sync.sql
new file mode 100644
index 00000000..b77904c9
--- /dev/null
+++ b/channels/shangwutong/db/queries/classification_sync.sql
@@ -0,0 +1,106 @@
+-- name: InsertClassificationSyncResult :one
+INSERT INTO classification_sync_results (
+  account_id, inbox_id, event_id, phase, status
+) VALUES (?, ?, ?, 'read', 'pending')
+ON CONFLICT(account_id, event_id) DO NOTHING
+RETURNING *;
+
+-- name: GetClassificationSyncResult :one
+SELECT * FROM classification_sync_results
+WHERE account_id = ? AND event_id = ?
+LIMIT 1;
+
+-- name: ClaimClassificationSyncResult :one
+UPDATE classification_sync_results SET
+  status = 'syncing',
+  attempts = attempts + 1,
+  next_attempt_at = NULL,
+  updated_at = CURRENT_TIMESTAMP
+WHERE id = (
+  SELECT candidate.id
+  FROM classification_sync_results AS candidate
+  JOIN accounts AS account ON account.id = candidate.account_id
+  WHERE candidate.status IN ('pending', 'failed')
+    AND candidate.attempts < 10
+    AND account.enabled = 1
+    AND account.desired_presence <> 'offline'
+    AND account.deleted_at IS NULL
+    AND (candidate.next_attempt_at IS NULL OR julianday(candidate.next_attempt_at) IS NULL OR julianday(candidate.next_attempt_at) <= julianday('now'))
+  ORDER BY candidate.id
+  LIMIT 1
+)
+AND status IN ('pending', 'failed')
+AND attempts < 10
+RETURNING *;
+
+-- name: ClaimClassificationSyncResultByID :one
+UPDATE classification_sync_results SET
+  status = 'syncing',
+  attempts = attempts + 1,
+  next_attempt_at = NULL,
+  updated_at = CURRENT_TIMESTAMP
+WHERE classification_sync_results.id = ?
+  AND classification_sync_results.status IN ('pending', 'failed')
+  AND classification_sync_results.attempts < 10
+  AND EXISTS (
+    SELECT 1 FROM accounts AS account
+    WHERE account.id = classification_sync_results.account_id
+      AND account.enabled = 1
+      AND account.desired_presence <> 'offline'
+      AND account.deleted_at IS NULL
+  )
+  AND (classification_sync_results.next_attempt_at IS NULL OR julianday(classification_sync_results.next_attempt_at) IS NULL OR julianday(classification_sync_results.next_attempt_at) <= julianday('now'))
+RETURNING *;
+
+-- name: ResetClassificationSyncResult :exec
+UPDATE classification_sync_results SET
+  status = 'pending',
+  attempts = 0,
+  next_attempt_at = NULL,
+  last_error_code = NULL,
+  last_error_message = NULL,
+  updated_at = CURRENT_TIMESTAMP
+WHERE account_id = ? AND event_id = ? AND status = 'failed';
+
+-- name: SetClassificationSyncResultCatalog :exec
+UPDATE classification_sync_results SET
+  phase = 'report',
+  conversation_kinds = ?,
+  customer_colors = ?,
+  updated_at = CURRENT_TIMESTAMP
+WHERE id = ? AND status = 'syncing';
+
+-- name: CompleteClassificationSyncResult :exec
+UPDATE classification_sync_results SET
+  status = 'succeeded',
+  phase = 'report',
+  next_attempt_at = NULL,
+  last_error_code = NULL,
+  last_error_message = NULL,
+  updated_at = CURRENT_TIMESTAMP
+WHERE id = ? AND status = 'syncing';
+
+-- name: FailClassificationSyncResult :exec
+UPDATE classification_sync_results SET
+  status = 'failed',
+  next_attempt_at = ?,
+  last_error_code = ?,
+  last_error_message = ?,
+  updated_at = CURRENT_TIMESTAMP
+WHERE id = ? AND status = 'syncing';
+
+-- name: RecoverClassificationSyncResult :exec
+UPDATE classification_sync_results SET
+  status = 'pending',
+  attempts = CASE WHEN attempts > 0 THEN attempts - 1 ELSE 0 END,
+  next_attempt_at = NULL,
+  updated_at = CURRENT_TIMESTAMP
+WHERE id = ? AND status = 'syncing';
+
+-- name: RecoverClassificationSyncResults :execrows
+UPDATE classification_sync_results SET
+  status = 'pending',
+  attempts = CASE WHEN attempts > 0 THEN attempts - 1 ELSE 0 END,
+  next_attempt_at = NULL,
+  updated_at = CURRENT_TIMESTAMP
+WHERE status = 'syncing';
diff --git a/channels/shangwutong/db/queries/inbound.sql b/channels/shangwutong/db/queries/inbound.sql
index e8606406..6c201831 100644
--- a/channels/shangwutong/db/queries/inbound.sql
+++ b/channels/shangwutong/db/queries/inbound.sql
@@ -94,6 +94,13 @@ WHERE account_id = ? AND swt_sid = ? AND kind = 6
 ORDER BY id DESC
 LIMIT 1;
 
+-- name: GetLatestConversationStateIncludingClaimed :one
+SELECT text FROM inbound_events
+WHERE account_id = ? AND swt_sid = ? AND kind = 0
+  AND delivery_status IN ('delivered', 'delivering')
+ORDER BY id DESC
+LIMIT 1;
+
 -- name: UpsertConversationXSTRoute :one
 INSERT INTO conversation_maps (
   account_id, swt_sid, gochat_contact_source_id,
diff --git a/channels/shangwutong/db/queries/metrics.sql b/channels/shangwutong/db/queries/metrics.sql
index 940d730f..117a9b87 100644
--- a/channels/shangwutong/db/queries/metrics.sql
+++ b/channels/shangwutong/db/queries/metrics.sql
@@ -1,18 +1,25 @@
 -- name: ListAccountMetricCounts :many
-SELECT connection_status, actual_presence, COUNT(*) AS count
+SELECT
+    connection_status,
+    actual_presence,
+    COUNT(*) AS count
 FROM accounts
 WHERE deleted_at IS NULL
 GROUP BY connection_status, actual_presence
 ORDER BY connection_status, actual_presence;
 
 -- name: ListInboundQueueMetricCounts :many
-SELECT delivery_status, COUNT(*) AS count
+SELECT
+    delivery_status,
+    COUNT(*) AS count
 FROM inbound_events
 GROUP BY delivery_status
 ORDER BY delivery_status;
 
 -- name: ListOutboundQueueMetricCounts :many
-SELECT delivery_status, COUNT(*) AS count
+SELECT
+    delivery_status,
+    COUNT(*) AS count
 FROM outbound_messages
 GROUP BY delivery_status
 ORDER BY delivery_status;
@@ -21,3 +28,12 @@ ORDER BY delivery_status;
 SELECT COUNT(*)
 FROM outbound_messages
 WHERE status_sync_status IN ('pending', 'syncing');
+
+-- name: ListClassificationSyncQueueMetricCounts :many
+SELECT
+    status,
+    COUNT(*) AS count
+FROM classification_sync_results
+WHERE status IN ('pending', 'syncing', 'failed')
+GROUP BY status
+ORDER BY status;
diff --git a/channels/shangwutong/db/queries/operations.sql b/channels/shangwutong/db/queries/operations.sql
index d408131c..44bc3a7e 100644
--- a/channels/shangwutong/db/queries/operations.sql
+++ b/channels/shangwutong/db/queries/operations.sql
@@ -10,6 +10,15 @@ SELECT * FROM outbound_operations
 WHERE event_id = ?
 LIMIT 1;
 
+-- name: GetAcceptTransferOperationSince :one
+SELECT * FROM outbound_operations
+WHERE account_id = ?
+  AND swt_sid = ?
+  AND operation = 'accept_transfer'
+  AND occurred_at >= ?
+ORDER BY id DESC
+LIMIT 1;
+
 -- name: ClaimOutboundOperation :one
 UPDATE outbound_operations SET
   delivery_status = 'delivering',
@@ -61,22 +70,23 @@ RETURNING *;
 UPDATE outbound_operations SET
   delivery_status = 'delivered',
   claimed_at = NULL,
+  uncertain_since = NULL,
   last_error = NULL,
   result_sync_status = CASE
-    WHEN operation IN ('set_chat_kind', 'set_customer_color') THEN 'pending'
+    WHEN operation IN ('set_chat_kind', 'set_customer_color', 'change_contact_name') THEN 'pending'
     ELSE result_sync_status
   END,
   result_sync_next_at = NULL,
   result_status = CASE
-    WHEN operation IN ('set_chat_kind', 'set_customer_color') THEN 'succeeded'
+    WHEN operation IN ('set_chat_kind', 'set_customer_color', 'change_contact_name') THEN 'succeeded'
     ELSE result_status
   END,
   result_error_code = CASE
-    WHEN operation IN ('set_chat_kind', 'set_customer_color') THEN NULL
+    WHEN operation IN ('set_chat_kind', 'set_customer_color', 'change_contact_name') THEN NULL
     ELSE result_error_code
   END,
   result_error_message = CASE
-    WHEN operation IN ('set_chat_kind', 'set_customer_color') THEN NULL
+    WHEN operation IN ('set_chat_kind', 'set_customer_color', 'change_contact_name') THEN NULL
     ELSE result_error_message
   END,
   updated_at = CURRENT_TIMESTAMP
@@ -86,11 +96,36 @@ WHERE id = ? AND delivery_status = 'delivering';
 UPDATE outbound_operations SET
   delivery_status = 'pending',
   claimed_at = NULL,
+  uncertain_since = NULL,
   next_attempt_at = ?,
   last_error = ?,
   updated_at = CURRENT_TIMESTAMP
 WHERE id = ? AND delivery_status = 'delivering';
 
+-- name: WakeContactNameOperations :execrows
+UPDATE outbound_operations SET
+  next_attempt_at = NULL,
+  last_error = NULL,
+  updated_at = CURRENT_TIMESTAMP
+WHERE account_id = ?
+  AND swt_sid = ?
+  AND operation = 'change_contact_name'
+  AND delivery_status = 'pending'
+  AND last_error LIKE '%cid_unavailable%';
+
+-- name: DeferContactNameOperation :exec
+UPDATE outbound_operations SET
+  delivery_status = 'pending',
+  claimed_at = NULL,
+  uncertain_since = NULL,
+  attempts = CASE WHEN attempts > 0 THEN attempts - 1 ELSE 0 END,
+  next_attempt_at = ?,
+  last_error = ?,
+  updated_at = CURRENT_TIMESTAMP
+WHERE id = ?
+  AND operation = 'change_contact_name'
+  AND delivery_status = 'delivering';
+
 -- name: ClaimOutboundOperationResult :one
 UPDATE outbound_operations SET
   result_sync_status = 'syncing',
@@ -100,7 +135,7 @@ UPDATE outbound_operations SET
 WHERE id = (
   SELECT candidate.id
   FROM outbound_operations AS candidate
-  WHERE candidate.operation IN ('set_chat_kind', 'set_customer_color')
+  WHERE candidate.operation IN ('set_chat_kind', 'set_customer_color', 'change_contact_name')
     AND candidate.delivery_status IN ('delivered', 'uncertain', 'failed')
     AND candidate.result_sync_status = 'pending'
     AND (candidate.result_sync_next_at IS NULL OR julianday(candidate.result_sync_next_at) IS NULL OR julianday(candidate.result_sync_next_at) <= julianday('now'))
@@ -148,26 +183,46 @@ UPDATE outbound_operations SET
   updated_at = CURRENT_TIMESTAMP
 WHERE result_sync_status = 'syncing';
 
+-- name: RequeueOutboundOperationResult :execrows
+UPDATE outbound_operations SET
+  result_sync_status = 'pending',
+  result_sync_next_at = NULL,
+  last_error = NULL,
+  updated_at = CURRENT_TIMESTAMP
+WHERE id = ?
+  AND account_id = ?
+  AND operation IN ('set_chat_kind', 'set_customer_color', 'change_contact_name')
+  AND delivery_status IN ('delivered', 'uncertain', 'failed')
+  AND result_status IS NOT NULL
+  AND result_sync_status = 'failed';
+
+-- name: RecordOperationResultCompensation :execrows
+INSERT INTO operation_result_compensations (
+  request_id, operation_id, account_id, actor, reason, result
+) VALUES (?, ?, ?, ?, ?, 'accepted')
+ON CONFLICT(request_id) DO NOTHING;
+
 -- name: MarkOutboundOperationUncertain :exec
 UPDATE outbound_operations SET
   delivery_status = 'uncertain',
   claimed_at = NULL,
+  uncertain_since = CASE WHEN delivery_status = 'delivering' THEN CURRENT_TIMESTAMP ELSE uncertain_since END,
   last_error = ?,
   result_sync_status = CASE
-    WHEN operation IN ('set_chat_kind', 'set_customer_color') THEN 'pending'
+    WHEN operation IN ('set_chat_kind', 'set_customer_color', 'change_contact_name') THEN 'pending'
     ELSE result_sync_status
   END,
   result_sync_next_at = NULL,
   result_status = CASE
-    WHEN operation IN ('set_chat_kind', 'set_customer_color') THEN 'uncertain'
+    WHEN operation IN ('set_chat_kind', 'set_customer_color', 'change_contact_name') THEN 'uncertain'
     ELSE result_status
   END,
   result_error_code = CASE
-    WHEN operation IN ('set_chat_kind', 'set_customer_color') THEN ?
+    WHEN operation IN ('set_chat_kind', 'set_customer_color', 'change_contact_name') THEN ?
     ELSE result_error_code
   END,
   result_error_message = CASE
-    WHEN operation IN ('set_chat_kind', 'set_customer_color') THEN ?
+    WHEN operation IN ('set_chat_kind', 'set_customer_color', 'change_contact_name') THEN ?
     ELSE result_error_message
   END,
   updated_at = CURRENT_TIMESTAMP
@@ -177,22 +232,23 @@ WHERE id = ? AND delivery_status = 'delivering';
 UPDATE outbound_operations SET
   delivery_status = 'failed',
   claimed_at = NULL,
+  uncertain_since = NULL,
   last_error = ?,
   result_sync_status = CASE
-    WHEN operation IN ('set_chat_kind', 'set_customer_color') THEN 'pending'
+    WHEN operation IN ('set_chat_kind', 'set_customer_color', 'change_contact_name') THEN 'pending'
     ELSE result_sync_status
   END,
   result_sync_next_at = NULL,
   result_status = CASE
-    WHEN operation IN ('set_chat_kind', 'set_customer_color') THEN 'failed'
+    WHEN operation IN ('set_chat_kind', 'set_customer_color', 'change_contact_name') THEN 'failed'
     ELSE result_status
   END,
   result_error_code = CASE
-    WHEN operation IN ('set_chat_kind', 'set_customer_color') THEN ?
+    WHEN operation IN ('set_chat_kind', 'set_customer_color', 'change_contact_name') THEN ?
     ELSE result_error_code
   END,
   result_error_message = CASE
-    WHEN operation IN ('set_chat_kind', 'set_customer_color') THEN ?
+    WHEN operation IN ('set_chat_kind', 'set_customer_color', 'change_contact_name') THEN ?
     ELSE result_error_message
   END,
   updated_at = CURRENT_TIMESTAMP
@@ -202,22 +258,23 @@ WHERE id = ? AND delivery_status IN ('delivering', 'uncertain');
 UPDATE outbound_operations SET
   delivery_status = 'uncertain',
   claimed_at = NULL,
+  uncertain_since = CURRENT_TIMESTAMP,
   last_error = 'connector restarted while operation was delivering',
   result_sync_status = CASE
-    WHEN operation IN ('set_chat_kind', 'set_customer_color') THEN 'pending'
+    WHEN operation IN ('set_chat_kind', 'set_customer_color', 'change_contact_name') THEN 'pending'
     ELSE result_sync_status
   END,
   result_sync_next_at = NULL,
   result_status = CASE
-    WHEN operation IN ('set_chat_kind', 'set_customer_color') THEN 'uncertain'
+    WHEN operation IN ('set_chat_kind', 'set_customer_color', 'change_contact_name') THEN 'uncertain'
     ELSE result_status
   END,
   result_error_code = CASE
-    WHEN operation IN ('set_chat_kind', 'set_customer_color') THEN 'connector_restart_uncertain'
+    WHEN operation IN ('set_chat_kind', 'set_customer_color', 'change_contact_name') THEN 'connector_restart_uncertain'
     ELSE result_error_code
   END,
   result_error_message = CASE
-    WHEN operation IN ('set_chat_kind', 'set_customer_color') THEN 'connector restarted while operation was delivering'
+    WHEN operation IN ('set_chat_kind', 'set_customer_color', 'change_contact_name') THEN 'connector restarted while operation was delivering'
     ELSE result_error_message
   END,
   updated_at = CURRENT_TIMESTAMP
@@ -225,27 +282,31 @@ WHERE delivery_status = 'delivering';
 
 -- name: FailExpiredUncertainOperations :execrows
 UPDATE outbound_operations SET
-  delivery_status = 'failed',
+  delivery_status = CASE
+    WHEN operation IN ('set_chat_kind', 'set_customer_color', 'change_contact_name') THEN 'uncertain'
+    ELSE 'failed'
+  END,
   claimed_at = NULL,
   last_error = 'operation result remained uncertain beyond the observation window',
-  result_sync_status = CASE
-    WHEN operation IN ('set_chat_kind', 'set_customer_color') THEN 'pending'
-    ELSE result_sync_status
-  END,
-  result_sync_next_at = NULL,
   result_status = CASE
-    WHEN operation IN ('set_chat_kind', 'set_customer_color') THEN 'failed'
+    WHEN operation IN ('set_chat_kind', 'set_customer_color', 'change_contact_name') THEN 'uncertain'
     ELSE result_status
   END,
   result_error_code = CASE
-    WHEN operation IN ('set_chat_kind', 'set_customer_color') THEN 'uncertain_timeout'
+    WHEN operation IN ('set_chat_kind', 'set_customer_color', 'change_contact_name') THEN 'uncertain_timeout'
     ELSE result_error_code
   END,
   result_error_message = CASE
-    WHEN operation IN ('set_chat_kind', 'set_customer_color') THEN 'operation result remained uncertain beyond the observation window'
+    WHEN operation IN ('set_chat_kind', 'set_customer_color', 'change_contact_name') THEN 'operation result remained uncertain beyond the observation window'
     ELSE result_error_message
   END,
+  uncertain_since = CASE
+    WHEN operation IN ('set_chat_kind', 'set_customer_color', 'change_contact_name') THEN uncertain_since
+    ELSE NULL
+  END,
   updated_at = CURRENT_TIMESTAMP
 WHERE delivery_status = 'uncertain'
-  AND result_sync_status <> 'syncing'
-  AND julianday(updated_at) <= julianday(?);
+  AND uncertain_since IS NOT NULL
+  AND result_sync_status NOT IN ('syncing', 'synced')
+  AND (result_error_code IS NULL OR result_error_code <> 'uncertain_timeout')
+  AND julianday(uncertain_since) <= julianday(?);
diff --git a/channels/shangwutong/db/queries/outbound.sql b/channels/shangwutong/db/queries/outbound.sql
index f2dba60d..b2638a3d 100644
--- a/channels/shangwutong/db/queries/outbound.sql
+++ b/channels/shangwutong/db/queries/outbound.sql
@@ -251,6 +251,16 @@ UPDATE outbound_messages SET
   updated_at = CURRENT_TIMESTAMP
 WHERE id = ? AND delivery_status = 'delivering';
 
+-- name: WakePendingOutboundMessagesForSession :execrows
+UPDATE outbound_messages SET
+  next_attempt_at = NULL,
+  last_error = NULL,
+  updated_at = CURRENT_TIMESTAMP
+WHERE account_id = ?
+  AND swt_sid = ?
+  AND delivery_status = 'pending'
+  AND (next_attempt_at IS NOT NULL OR last_error IS NOT NULL);
+
 -- name: FailOutboundMessage :exec
 UPDATE outbound_messages SET
   delivery_status = 'failed',
diff --git a/channels/shangwutong/internal/account/manager.go b/channels/shangwutong/internal/account/manager.go
index b735d29e..f079f327 100644
--- a/channels/shangwutong/internal/account/manager.go
+++ b/channels/shangwutong/internal/account/manager.go
@@ -2,8 +2,11 @@ package account
 
 import (
 	"context"
+	"database/sql"
+	"encoding/json"
 	"errors"
 	"fmt"
+	"strings"
 	"sync"
 	"time"
 
@@ -37,16 +40,22 @@ type ClassificationSyncStatusReporter interface {
 	UpdateClassificationSyncStatus(context.Context, int64, string, string, string, string) error
 }
 
+const (
+	classificationSyncMaxAttempts = 10
+	classificationSyncInterval    = 5 * time.Second
+)
+
 type Manager struct {
-	store                 *store.Store
-	protocol              ProtocolClient
-	reporter              StatusReporter
-	logger                *logrus.Entry
-	heartbeatSlots        chan struct{}
-	heartbeatInterval     time.Duration
-	statusRefreshInterval time.Duration
-	initialDelay          func(time.Duration) time.Duration
-	metrics               *observability.Metrics
+	store                      *store.Store
+	protocol                   ProtocolClient
+	reporter                   StatusReporter
+	logger                     *logrus.Entry
+	heartbeatSlots             chan struct{}
+	heartbeatInterval          time.Duration
+	statusRefreshInterval      time.Duration
+	classificationSyncInterval time.Duration
+	initialDelay               func(time.Duration) time.Duration
+	metrics                    *observability.Metrics
 
 	mu          sync.Mutex
 	started     bool
@@ -72,7 +81,9 @@ func NewManager(database *store.Store, protocol ProtocolClient, reporter StatusR
 		store: database, protocol: protocol, reporter: reporter, logger: logger,
 		heartbeatSlots:    make(chan struct{}, maxInflightHeartbeats),
 		heartbeatInterval: 2500 * time.Millisecond, statusRefreshInterval: 30 * time.Second,
-		initialDelay: randomDelay, supervisors: make(map[int64]*supervisor), statusQueue: make(chan int64, 2048),
+		classificationSyncInterval: classificationSyncInterval, initialDelay: randomDelay,
+		supervisors: make(map[int64]*supervisor), statusQueue: make(chan int64, 2048),
+		metrics: observability.NewMetrics(),
 	}, nil
 }
 
@@ -99,6 +110,16 @@ func (m *Manager) Start(ctx context.Context) error {
 		m.wg.Add(1)
 		go m.statusRefresher()
 	}
+	if _, ok := m.protocol.(ClassificationProtocol); ok {
+		if _, ok := m.reporter.(ClassificationReporter); ok {
+			if _, err := m.store.Writer().RecoverClassificationSyncResults(m.ctx); err != nil {
+				m.Stop()
+				return fmt.Errorf("recover classification sync results: %w", err)
+			}
+			m.wg.Add(1)
+			go m.classificationSyncWorker()
+		}
+	}
 	for _, account := range accounts {
 		if store.AccountRunnable(account) {
 			m.ensure(account)
@@ -159,42 +180,215 @@ func (m *Manager) WithSession(ctx context.Context, accountID int64, operation fu
 }
 
 func (m *Manager) SyncClassifications(ctx context.Context, accountID int64, eventID string) error {
-	protocol, ok := m.protocol.(ClassificationProtocol)
-	if !ok {
+	if _, ok := m.protocol.(ClassificationProtocol); !ok {
 		return errors.New("classification protocol is unavailable")
 	}
-	reporter, ok := m.reporter.(ClassificationReporter)
-	if !ok {
+	if _, ok := m.reporter.(ClassificationReporter); !ok {
 		return errors.New("classification reporter is unavailable")
 	}
-	account, err := m.store.Reader().GetAccountByID(ctx, accountID)
+	eventID = strings.TrimSpace(eventID)
+	if eventID == "" {
+		return errors.New("classification event ID is required")
+	}
+	connectorAccount, err := m.store.Reader().GetAccountByID(ctx, accountID)
 	if err != nil {
 		return fmt.Errorf("load connector account: %w", err)
 	}
-	if account.GochatInboxID <= 0 {
+	if connectorAccount.GochatInboxID <= 0 {
 		return errors.New("GoChat inbox mapping is invalid")
 	}
-	inboxID := account.GochatInboxID
-	var catalog swt.ClassificationCatalog
-	if err := m.WithSession(ctx, accountID, func(session swt.Session) error {
-		var err error
-		catalog, err = protocol.FetchClassificationCatalog(ctx, session)
+	result, err := m.ensureClassificationSyncResult(ctx, accountID, connectorAccount.GochatInboxID, eventID)
+	if err != nil {
+		return fmt.Errorf("persist classification sync result: %w", err)
+	}
+	if result.InboxID != connectorAccount.GochatInboxID {
+		return errors.New("classification event is bound to a different GoChat inbox")
+	}
+	if result.Status == "succeeded" || result.Status == "syncing" {
+		return nil
+	}
+	if result.Status == "failed" {
+		if err := m.store.Writer().ResetClassificationSyncResult(ctx, dbgen.ResetClassificationSyncResultParams{
+			AccountID: accountID, EventID: eventID,
+		}); err != nil {
+			return fmt.Errorf("requeue classification sync result: %w", err)
+		}
+	}
+	return m.processClassificationSyncResult(ctx, result.ID)
+}
+
+func (m *Manager) ensureClassificationSyncResult(ctx context.Context, accountID, inboxID int64, eventID string) (*dbgen.ClassificationSyncResult, error) {
+	result, err := m.store.Writer().InsertClassificationSyncResult(ctx, dbgen.InsertClassificationSyncResultParams{
+		AccountID: accountID, InboxID: inboxID, EventID: eventID,
+	})
+	if err == nil {
+		return result, nil
+	}
+	if !errors.Is(err, sql.ErrNoRows) {
+		return nil, err
+	}
+	result, err = m.store.Reader().GetClassificationSyncResult(ctx, dbgen.GetClassificationSyncResultParams{
+		AccountID: accountID, EventID: eventID,
+	})
+	if err != nil {
+		return nil, err
+	}
+	return result, nil
+}
+
+func (m *Manager) processClassificationSyncResult(ctx context.Context, resultID int64) error {
+	result, err := m.store.Writer().ClaimClassificationSyncResultByID(ctx, resultID)
+	if errors.Is(err, sql.ErrNoRows) {
+		return nil
+	}
+	if err != nil {
 		return err
-	}); err != nil {
-		if statusReporter, ok := m.reporter.(ClassificationSyncStatusReporter); ok {
-			code := "classification_sync_failed"
-			var protocolErr *swt.Error
-			if errors.As(err, &protocolErr) && protocolErr.Code != "" {
-				code = protocolErr.Code
-			}
-			_ = statusReporter.UpdateClassificationSyncStatus(ctx, inboxID, eventID, "failed", code, err.Error())
+	}
+	if err := m.processClaimedClassificationSyncResult(ctx, result); err != nil {
+		if releaseErr := m.store.Writer().RecoverClassificationSyncResult(ctx, result.ID); releaseErr != nil {
+			return errors.Join(err, releaseErr)
 		}
 		return err
 	}
-	return reporter.UpdateClassificationCatalog(ctx, inboxID, eventID, gochat.ClassificationCatalog{
-		ConversationKinds: convertConversationKinds(catalog.ConversationKinds),
-		CustomerColors:    convertCustomerColors(catalog.CustomerColors),
-	})
+	return nil
+}
+
+func (m *Manager) processNextClassificationSyncResult(ctx context.Context) (bool, error) {
+	result, err := m.store.Writer().ClaimClassificationSyncResult(ctx)
+	if errors.Is(err, sql.ErrNoRows) {
+		return false, nil
+	}
+	if err != nil {
+		return false, err
+	}
+	err = m.processClaimedClassificationSyncResult(ctx, result)
+	if err != nil {
+		if releaseErr := m.store.Writer().RecoverClassificationSyncResult(ctx, result.ID); releaseErr != nil {
+			return true, errors.Join(err, releaseErr)
+		}
+	}
+	return true, err
+}
+
+func (m *Manager) processClaimedClassificationSyncResult(ctx context.Context, result *dbgen.ClassificationSyncResult) error {
+	protocol, _ := m.protocol.(ClassificationProtocol)
+	reporter, _ := m.reporter.(ClassificationReporter)
+	if result.Phase == "read" {
+		var catalog swt.ClassificationCatalog
+		var sessionNeedsLogin bool
+		if err := m.WithSession(ctx, result.AccountID, func(session swt.Session) error {
+			sessionNeedsLogin = !session.ClassificationCatalogLoaded
+			return nil
+		}); err != nil {
+			return m.failClassificationSyncResult(ctx, result, "classification_sync_failed", err)
+		}
+		if sessionNeedsLogin {
+			if err := m.refreshSessionForClassification(ctx, result.AccountID); err != nil {
+				return m.failClassificationSyncResult(ctx, result, "classification_sync_failed", err)
+			}
+		}
+		if err := m.WithSession(ctx, result.AccountID, func(session swt.Session) error {
+			var err error
+			catalog, err = protocol.FetchClassificationCatalog(ctx, session)
+			return err
+		}); err != nil {
+			return m.failClassificationSyncResult(ctx, result, "classification_sync_failed", err)
+		}
+		conversationKinds, err := json.Marshal(convertConversationKinds(catalog.ConversationKinds))
+		if err != nil {
+			return m.failClassificationSyncResult(ctx, result, "classification_sync_failed", err)
+		}
+		customerColors, err := json.Marshal(convertCustomerColors(catalog.CustomerColors))
+		if err != nil {
+			return m.failClassificationSyncResult(ctx, result, "classification_sync_failed", err)
+		}
+		if err := m.store.Writer().SetClassificationSyncResultCatalog(ctx, dbgen.SetClassificationSyncResultCatalogParams{
+			ConversationKinds: string(conversationKinds), CustomerColors: string(customerColors), ID: result.ID,
+		}); err != nil {
+			return m.failClassificationSyncResult(ctx, result, "classification_sync_persistence_failed", err)
+		}
+		result.Phase = "report"
+		result.ConversationKinds, result.CustomerColors = string(conversationKinds), string(customerColors)
+	}
+	if result.Phase != "report" {
+		return m.failClassificationSyncResult(ctx, result, "classification_sync_persistence_failed", errors.New("invalid classification sync phase"))
+	}
+	if err := reporter.UpdateClassificationCatalog(ctx, result.InboxID, result.EventID, gochat.ClassificationCatalog{
+		ConversationKinds: decodeClassificationKinds(result.ConversationKinds),
+		CustomerColors:    decodeCustomerColors(result.CustomerColors),
+	}); err != nil {
+		return m.failClassificationSyncResult(ctx, result, "gochat_result_unavailable", fmt.Errorf("report classification catalog: %w", err))
+	}
+	if err := m.store.Writer().CompleteClassificationSyncResult(ctx, result.ID); err != nil {
+		return err
+	}
+	if m.metrics != nil {
+		m.metrics.ClassificationSync("success")
+	}
+	return nil
+}
+
+func (m *Manager) failClassificationSyncResult(ctx context.Context, result *dbgen.ClassificationSyncResult, code string, cause error) error {
+	message := cause.Error()
+	var nextAttemptAt *time.Time
+	if result.Attempts < classificationSyncMaxAttempts {
+		next := time.Now().UTC().Add(retryDelay(int(result.Attempts), 5*time.Minute))
+		nextAttemptAt = &next
+	}
+	if err := m.store.Writer().FailClassificationSyncResult(ctx, dbgen.FailClassificationSyncResultParams{
+		NextAttemptAt: nextAttemptAt, LastErrorCode: &code, LastErrorMessage: &message, ID: result.ID,
+	}); err != nil {
+		return err
+	}
+	if m.metrics != nil {
+		m.metrics.ClassificationSync("failed")
+	}
+	if result.Attempts >= classificationSyncMaxAttempts {
+		if statusReporter, ok := m.reporter.(ClassificationSyncStatusReporter); ok {
+			if err := statusReporter.UpdateClassificationSyncStatus(ctx, result.InboxID, result.EventID, "failed", code, message); err != nil {
+				m.logger.WithError(err).WithField("event_id", result.EventID).Warn("classification sync failure status report failed")
+			}
+		}
+	}
+	return cause
+}
+
+func decodeClassificationKinds(value string) []gochat.ClassificationKind {
+	var result []gochat.ClassificationKind
+	if json.Unmarshal([]byte(value), &result) != nil {
+		return nil
+	}
+	return result
+}
+
+func decodeCustomerColors(value string) []gochat.CustomerColorKind {
+	var result []gochat.CustomerColorKind
+	if json.Unmarshal([]byte(value), &result) != nil {
+		return nil
+	}
+	return result
+}
+
+func (m *Manager) classificationSyncWorker() {
+	defer m.wg.Done()
+	ticker := time.NewTicker(m.classificationSyncInterval)
+	defer ticker.Stop()
+	for {
+		select {
+		case <-m.ctx.Done():
+			return
+		case <-ticker.C:
+			for range 16 {
+				processed, err := m.processNextClassificationSyncResult(m.ctx)
+				if err != nil {
+					m.logger.WithError(err).Warn("classification sync result retry failed")
+				}
+				if !processed {
+					break
+				}
+			}
+		}
+	}
 }
 
 func convertConversationKinds(kinds []swt.ConversationKind) []gochat.ClassificationKind {
@@ -213,6 +407,23 @@ func convertCustomerColors(colors []swt.CustomerColorKind) []gochat.CustomerColo
 	return result
 }
 
+func (m *Manager) refreshSessionForClassification(ctx context.Context, accountID int64) error {
+	account, err := m.store.Reader().GetAccountByID(ctx, accountID)
+	if err != nil {
+		return err
+	}
+	if account.PendingPassword != nil {
+		return errors.New("account credential update is pending")
+	}
+	m.mu.Lock()
+	supervisor := m.supervisors[accountID]
+	m.mu.Unlock()
+	if supervisor == nil {
+		return errors.New("account supervisor is not running")
+	}
+	return supervisor.login(ctx, account, account.Password, false)
+}
+
 func (m *Manager) InvalidateSession(ctx context.Context, accountID int64) error {
 	m.mu.Lock()
 	supervisor := m.supervisors[accountID]
diff --git a/channels/shangwutong/internal/account/manager_test.go b/channels/shangwutong/internal/account/manager_test.go
index 4a50687e..9e5fbba6 100644
--- a/channels/shangwutong/internal/account/manager_test.go
+++ b/channels/shangwutong/internal/account/manager_test.go
@@ -152,6 +152,121 @@ func TestManagerClassificationCallbacksUseGoChatInboxID(t *testing.T) {
 	}
 }
 
+func TestManagerRetriesPersistedClassificationReadAfterFailure(t *testing.T) {
+	ctx := context.Background()
+	database, err := store.Open(ctx, filepath.Join(t.TempDir(), "connector.db"))
+	if err != nil {
+		t.Fatal(err)
+	}
+	defer database.Close()
+	account := createRunnableAccount(t, ctx, database)
+	protocol := newFakeProtocol()
+	protocol.classificationErr = errors.New("remote catalog unavailable")
+	reporter := &classificationReporter{}
+	manager, err := NewManager(database, protocol, reporter, nil, 1)
+	if err != nil {
+		t.Fatal(err)
+	}
+	manager.initialDelay = func(time.Duration) time.Duration { return 0 }
+	manager.heartbeatInterval = time.Hour
+	if err := manager.Start(ctx); err != nil {
+		t.Fatal(err)
+	}
+	defer func() {
+		manager.Stop()
+		manager.Wait()
+	}()
+	waitSignal(t, protocol.logins, "classification login")
+
+	if err := manager.SyncClassifications(ctx, account.ID, "classification:read-retry"); err == nil {
+		t.Fatal("catalog read unexpectedly succeeded")
+	}
+	result, err := database.Reader().GetClassificationSyncResult(ctx, dbgen.GetClassificationSyncResultParams{
+		AccountID: account.ID, EventID: "classification:read-retry",
+	})
+	if err != nil {
+		t.Fatal(err)
+	}
+	if result.Status != "failed" || result.Phase != "read" || result.Attempts != 1 {
+		t.Fatalf("persisted read result = %#v", result)
+	}
+	protocol.mu.Lock()
+	protocol.classificationErr = nil
+	protocol.mu.Unlock()
+	if err := manager.SyncClassifications(ctx, account.ID, "classification:read-retry"); err != nil {
+		t.Fatal(err)
+	}
+	result, err = database.Reader().GetClassificationSyncResult(ctx, dbgen.GetClassificationSyncResultParams{
+		AccountID: account.ID, EventID: "classification:read-retry",
+	})
+	if err != nil {
+		t.Fatal(err)
+	}
+	if result.Status != "succeeded" || protocol.classificationFetches() != 2 || reporter.catalogCalls() != 1 {
+		t.Fatalf("read retry result = %#v fetches=%d reports=%d", result, protocol.classificationFetches(), reporter.catalogCalls())
+	}
+}
+
+func TestManagerRetriesPersistedClassificationResultWithoutRefetching(t *testing.T) {
+	ctx := context.Background()
+	database, err := store.Open(ctx, filepath.Join(t.TempDir(), "connector.db"))
+	if err != nil {
+		t.Fatal(err)
+	}
+	defer database.Close()
+	account := createRunnableAccount(t, ctx, database)
+	protocol := newFakeProtocol()
+	reporter := &classificationReporter{catalogErrors: 1}
+	manager, err := NewManager(database, protocol, reporter, nil, 1)
+	if err != nil {
+		t.Fatal(err)
+	}
+	manager.initialDelay = func(time.Duration) time.Duration { return 0 }
+	manager.heartbeatInterval = time.Hour
+	if err := manager.Start(ctx); err != nil {
+		t.Fatal(err)
+	}
+	defer func() {
+		manager.Stop()
+		manager.Wait()
+	}()
+	waitSignal(t, protocol.logins, "classification login")
+
+	if err := manager.SyncClassifications(ctx, account.ID, "classification:retry"); err == nil {
+		t.Fatal("first classification report unexpectedly succeeded")
+	}
+	result, err := database.Reader().GetClassificationSyncResult(ctx, dbgen.GetClassificationSyncResultParams{
+		AccountID: account.ID, EventID: "classification:retry",
+	})
+	if err != nil {
+		t.Fatal(err)
+	}
+	if result.Status != "failed" || result.Phase != "report" || result.Attempts != 1 {
+		t.Fatalf("persisted classification result = %#v", result)
+	}
+	if protocol.classificationFetches() != 1 {
+		t.Fatalf("classification fetches after report failure = %d", protocol.classificationFetches())
+	}
+	if err := manager.SyncClassifications(ctx, account.ID, "classification:retry"); err != nil {
+		t.Fatal(err)
+	}
+	result, err = database.Reader().GetClassificationSyncResult(ctx, dbgen.GetClassificationSyncResultParams{
+		AccountID: account.ID, EventID: "classification:retry",
+	})
+	if err != nil {
+		t.Fatal(err)
+	}
+	if result.Status != "succeeded" {
+		t.Fatalf("classification result status = %q", result.Status)
+	}
+	if protocol.classificationFetches() != 1 {
+		t.Fatalf("classification was refetched = %d", protocol.classificationFetches())
+	}
+	if reporter.catalogCalls() != 2 {
+		t.Fatalf("catalog report calls = %d", reporter.catalogCalls())
+	}
+}
+
 func TestManagerMergesTypingIntoNextHeartbeat(t *testing.T) {
 	ctx := context.Background()
 	database, err := store.Open(ctx, filepath.Join(t.TempDir(), "connector.db"))
@@ -249,13 +364,15 @@ func createRunnableAccount(t *testing.T, ctx context.Context, database *store.St
 }
 
 type fakeProtocol struct {
-	mu              sync.Mutex
-	loginErr        error
-	logins          chan struct{}
-	heartbeats      chan heartbeatCall
-	presences       chan swt.Presence
-	offline         int
-	heartbeatPanics int
+	mu                       sync.Mutex
+	loginErr                 error
+	logins                   chan struct{}
+	heartbeats               chan heartbeatCall
+	presences                chan swt.Presence
+	offline                  int
+	heartbeatPanics          int
+	classificationFetchCount int
+	classificationErr        error
 }
 
 type heartbeatCall struct {
@@ -292,9 +409,22 @@ func (f *fakeProtocol) Heartbeat(_ context.Context, session swt.Session, cursor
 }
 
 func (f *fakeProtocol) FetchClassificationCatalog(context.Context, swt.Session) (swt.ClassificationCatalog, error) {
+	f.mu.Lock()
+	f.classificationFetchCount++
+	err := f.classificationErr
+	f.mu.Unlock()
+	if err != nil {
+		return swt.ClassificationCatalog{}, err
+	}
 	return swt.ClassificationCatalog{ConversationKinds: []swt.ConversationKind{{ID: "kind-1", Name: "Normal"}}}, nil
 }
 
+func (f *fakeProtocol) classificationFetches() int {
+	f.mu.Lock()
+	defer f.mu.Unlock()
+	return f.classificationFetchCount
+}
+
 func (f *fakeProtocol) SetPresence(_ context.Context, _ swt.Session, presence swt.Presence) error {
 	f.mu.Lock()
 	if presence == swt.PresenceOffline {
@@ -312,7 +442,10 @@ func (f *fakeProtocol) offlineCalls() int {
 }
 
 type classificationReporter struct {
+	mu             sync.Mutex
 	catalogInboxID int64
+	catalogErrors  int
+	catalogReports int
 }
 
 func (r *classificationReporter) UpdateInboxStatus(context.Context, int64, gochat.InboxStatus) error {
@@ -320,10 +453,23 @@ func (r *classificationReporter) UpdateInboxStatus(context.Context, int64, gocha
 }
 
 func (r *classificationReporter) UpdateClassificationCatalog(_ context.Context, inboxID int64, _ string, _ gochat.ClassificationCatalog) error {
+	r.mu.Lock()
+	defer r.mu.Unlock()
 	r.catalogInboxID = inboxID
+	r.catalogReports++
+	if r.catalogErrors > 0 {
+		r.catalogErrors--
+		return errors.New("catalog report unavailable")
+	}
 	return nil
 }
 
+func (r *classificationReporter) catalogCalls() int {
+	r.mu.Lock()
+	defer r.mu.Unlock()
+	return r.catalogReports
+}
+
 func (r *classificationReporter) UpdateClassificationSyncStatus(context.Context, int64, string, string, string, string) error {
 	return nil
 }
diff --git a/channels/shangwutong/internal/command/root.go b/channels/shangwutong/internal/command/root.go
index 3e6d7173..92d0d981 100644
--- a/channels/shangwutong/internal/command/root.go
+++ b/channels/shangwutong/internal/command/root.go
@@ -12,6 +12,7 @@ import (
 	"syscall"
 	"time"
 
+	dbgen "github.com/gochat/gochat/channels/shangwutong/db/generated"
 	"github.com/gochat/gochat/channels/shangwutong/internal/account"
 	"github.com/gochat/gochat/channels/shangwutong/internal/config"
 	"github.com/gochat/gochat/channels/shangwutong/internal/delivery"
@@ -20,6 +21,7 @@ import (
 	"github.com/gochat/gochat/channels/shangwutong/internal/observability"
 	"github.com/gochat/gochat/channels/shangwutong/internal/store"
 	"github.com/gochat/gochat/channels/shangwutong/internal/swt"
+	"github.com/google/uuid"
 	"github.com/sirupsen/logrus"
 	"github.com/spf13/cobra"
 )
@@ -31,7 +33,7 @@ func NewRootCommand() *cobra.Command {
 		SilenceUsage:  true,
 		SilenceErrors: true,
 	}
-	root.AddCommand(newServeCommand(), newMigrateCommand(), newReconcileCommand(), newBackupCommand(), newDoctorCommand())
+	root.AddCommand(newServeCommand(), newMigrateCommand(), newReconcileCommand(), newCompensateResultCommand(), newBackupCommand(), newDoctorCommand())
 	return root
 }
 
@@ -243,6 +245,60 @@ func newReconcileCommand() *cobra.Command {
 	}
 }
 
+func newCompensateResultCommand() *cobra.Command {
+	var accountID, operationID int64
+	var actor, reason string
+	command := &cobra.Command{
+		Use:   "compensate-result",
+		Short: "重新安排已保存但结果同步失败的操作结果",
+		Args:  cobra.NoArgs,
+		RunE: func(cmd *cobra.Command, _ []string) error {
+			if accountID <= 0 || operationID <= 0 || strings.TrimSpace(actor) == "" || strings.TrimSpace(reason) == "" {
+				return errors.New("--account-id, --operation-id, --actor and --reason are required")
+			}
+			path, err := config.LoadDBPath()
+			if err != nil {
+				return err
+			}
+			database, err := store.Open(cmd.Context(), path)
+			if err != nil {
+				return err
+			}
+			defer database.Close()
+			requestID := uuid.NewString()
+			err = database.WithTx(cmd.Context(), func(queries *dbgen.Queries) error {
+				rows, err := queries.RequeueOutboundOperationResult(cmd.Context(), dbgen.RequeueOutboundOperationResultParams{ID: operationID, AccountID: accountID})
+				if err != nil {
+					return err
+				}
+				if rows != 1 {
+					return fmt.Errorf("operation %d is not eligible for result compensation", operationID)
+				}
+				audited, err := queries.RecordOperationResultCompensation(cmd.Context(), dbgen.RecordOperationResultCompensationParams{
+					RequestID: requestID, OperationID: operationID, AccountID: accountID, Actor: strings.TrimSpace(actor), Reason: strings.TrimSpace(reason),
+				})
+				if err != nil {
+					return err
+				}
+				if audited != 1 {
+					return errors.New("result compensation audit was not recorded")
+				}
+				return nil
+			})
+			if err != nil {
+				return err
+			}
+			_, _ = fmt.Fprintf(cmd.OutOrStdout(), "result compensation accepted: request_id=%s account_id=%d operation_id=%d requested_at=%s\n", requestID, accountID, operationID, time.Now().UTC().Format(time.RFC3339Nano))
+			return nil
+		},
+	}
+	command.Flags().Int64Var(&accountID, "account-id", 0, "tenant account ID")
+	command.Flags().Int64Var(&operationID, "operation-id", 0, "outbound operation ID")
+	command.Flags().StringVar(&actor, "actor", "", "operator identity")
+	command.Flags().StringVar(&reason, "reason", "", "reason for compensation")
+	return command
+}
+
 func newBackupCommand() *cobra.Command {
 	var output string
 	command := &cobra.Command{
diff --git a/channels/shangwutong/internal/command/root_test.go b/channels/shangwutong/internal/command/root_test.go
index 91ae1fa9..e3ab5add 100644
--- a/channels/shangwutong/internal/command/root_test.go
+++ b/channels/shangwutong/internal/command/root_test.go
@@ -87,7 +87,7 @@ func TestOperationalCommands(t *testing.T) {
 			t.Fatalf("%v produced no output", args)
 		}
 	}
-	if version, err := store.InspectDatabase(context.Background(), backupPath); err != nil || version != 8 {
+	if version, err := store.InspectDatabase(context.Background(), backupPath); err != nil || version != 11 {
 		t.Fatalf("backup version = %d, %v", version, err)
 	}
 
diff --git a/channels/shangwutong/internal/delivery/inbound.go b/channels/shangwutong/internal/delivery/inbound.go
index 90445166..19dd7db6 100644
--- a/channels/shangwutong/internal/delivery/inbound.go
+++ b/channels/shangwutong/internal/delivery/inbound.go
@@ -5,6 +5,7 @@ import (
 	"crypto/sha256"
 	"database/sql"
 	"encoding/hex"
+	"encoding/json"
 	"errors"
 	"fmt"
 	"strings"
@@ -117,6 +118,11 @@ func (i *Inbound) processInbound(ctx context.Context) (bool, error) {
 		if err := i.client.UpdateContactChannelMetadata(ctx, account.GochatInboxID, event.SwtSid, mapped.ContactCID); err != nil {
 			return true, i.retryOrFail(event, mapped, err)
 		}
+		if _, err := i.store.Writer().WakeContactNameOperations(ctx, dbgen.WakeContactNameOperationsParams{
+			AccountID: account.ID, SwtSid: event.SwtSid,
+		}); err != nil {
+			return true, i.retryOrFail(event, mapped, err)
+		}
 		return true, i.complete(event, mapped, nil)
 	}
 	if mapped.RawOnly && !mapped.RequiresContact && !mapped.RequiresConversation && mapped.Message == nil {
@@ -138,9 +144,38 @@ func (i *Inbound) processInbound(ctx context.Context) (bool, error) {
 	if err != nil {
 		return true, i.retryOrFail(event, mapped, err)
 	}
+	if err := i.prepareXSTOwnership(ctx, account, event, state); err != nil {
+		return true, i.retryOrFail(event, mapped, err)
+	}
 	return true, i.persistDelivered(event, mapped, state, imported)
 }
 
+func (i *Inbound) prepareXSTOwnership(ctx context.Context, account *dbgen.Account, event *dbgen.InboundEvent, state inboundState) error {
+	text := strings.TrimSpace(value(event.Text))
+	if event.Kind == 0 && text == "7" {
+		if state.conversationID <= 0 {
+			return store.ErrOutboundSessionNotFound
+		}
+		payload, err := json.Marshal(map[string]int64{"conversation_id": state.conversationID})
+		if err != nil {
+			return err
+		}
+		_, _, err = i.store.EnqueueAcceptTransfer(ctx, store.OutboundOperationInput{
+			AccountID: account.ID, SWTSessionID: event.SwtSid,
+			EventID: fmt.Sprintf("auto-accept-transfer:%d", event.ID), Operation: "accept_transfer",
+			Payload: string(payload), OccurredAt: event.CreatedAt,
+		}, state.conversationID)
+		return err
+	}
+	if (event.Kind == 0 && text == "8") || (event.Kind == 6 && strings.EqualFold(strings.TrimSpace(value(event.OpName)), xstAccountLoginName(account))) {
+		_, err := i.store.Writer().WakePendingOutboundMessagesForSession(ctx, dbgen.WakePendingOutboundMessagesForSessionParams{
+			AccountID: account.ID, SwtSid: event.SwtSid,
+		})
+		return err
+	}
+	return nil
+}
+
 type inboundState struct {
 	contactID      int64
 	conversationID int64
@@ -177,6 +212,7 @@ func (i *Inbound) ensureResources(ctx context.Context, account *dbgen.Account, e
 	contactRequest := gochat.ContactRequest{
 		SourceID: event.SwtSid, Name: mapped.ContactName, PhoneNumber: mapped.ContactPhone,
 		CustomAttributes: contactAttributes, AdditionalAttributes: contactAdditional,
+		Origin: gochat.ContactUpdateOriginSWTConnector, OriginEventID: fmt.Sprintf("swt-inbound:%d", event.ID),
 	}
 	needsContactWrite := state.contactID == 0 || mapped.ContactName != "" || mapped.ContactPhone != "" || len(mapped.ContactAttributes) > 0
 	if mapped.RequiresContact && needsContactWrite {
diff --git a/channels/shangwutong/internal/delivery/inbound_test.go b/channels/shangwutong/internal/delivery/inbound_test.go
index 81c56d74..03faa24f 100644
--- a/channels/shangwutong/internal/delivery/inbound_test.go
+++ b/channels/shangwutong/internal/delivery/inbound_test.go
@@ -35,6 +35,9 @@ func TestInboundVisitorMessageCreatesResourcesAndPersistsMappings(t *testing.T)
 	if len(client.imports) != 1 || client.imports[0].SourceID != "swt:10:visitor:2:42:0" || client.imports[0].Content != "您好\n咨询" || client.lastConversationID != 88 {
 		t.Fatalf("imports = %#v", client.imports)
 	}
+	if client.lastContactOrigin != gochat.ContactUpdateOriginSWTConnector || client.lastContactEventID != "swt-inbound:1" {
+		t.Fatalf("contact origin = %q/%q", client.lastContactOrigin, client.lastContactEventID)
+	}
 	event, err := database.Reader().GetInboundEventByKey(ctx, "swt:10:visitor:2:42")
 	if err != nil || event.DeliveryStatus != "delivered" || event.MappingStrategy == nil || *event.MappingStrategy != "native_message" {
 		t.Fatalf("event = %#v, %v", event, err)
@@ -647,6 +650,8 @@ type inboundRecorder struct {
 	lastInboxID        int64
 	lastSourceID       string
 	lastCID            string
+	lastContactOrigin  string
+	lastContactEventID string
 	metadataErr        error
 	conversationAttrs  map[string]any
 	lastConversationID int64
@@ -656,10 +661,14 @@ func (r *inboundRecorder) EnsureContact(_ context.Context, _, _ string, request
 	r.mu.Lock()
 	defer r.mu.Unlock()
 	r.metadataErr = nil
+	r.lastContactOrigin, r.lastContactEventID = request.Origin, request.OriginEventID
 	return gochat.Contact{ID: 456, SourceID: request.SourceID, Name: request.Name}, nil
 }
 
 func (r *inboundRecorder) UpdateContact(_ context.Context, _, _, sourceID string, request gochat.ContactRequest) (gochat.Contact, error) {
+	r.mu.Lock()
+	defer r.mu.Unlock()
+	r.lastContactOrigin, r.lastContactEventID = request.Origin, request.OriginEventID
 	return gochat.Contact{ID: 456, SourceID: sourceID, Name: request.Name}, nil
 }
 
diff --git a/channels/shangwutong/internal/delivery/mapping.go b/channels/shangwutong/internal/delivery/mapping.go
index 697fb7d6..662e63f9 100644
--- a/channels/shangwutong/internal/delivery/mapping.go
+++ b/channels/shangwutong/internal/delivery/mapping.go
@@ -154,8 +154,12 @@ func mapInboundEvent(kind int64, seqID int64, text, operator, rawTimestamp, sour
 		activity("访客请求电话回拨")
 		mapped.Strategy = "activity"
 	case 29:
+		colorID := cleanText(text)
+		if colorID == "" {
+			break
+		}
 		mapped.Strategy, mapped.RawOnly, mapped.RequiresContact, mapped.RequiresConversation = "conversation_attributes", false, true, true
-		mapped.ConversationAttrs = map[string]any{"swt_label_color": cleanText(text)}
+		mapped.ConversationAttrs = map[string]any{"swt_label_color": colorID}
 	case 30:
 		activity(cleanText(text))
 	case 31:
diff --git a/channels/shangwutong/internal/delivery/mapping_test.go b/channels/shangwutong/internal/delivery/mapping_test.go
index dd167a8f..85ccdaa6 100644
--- a/channels/shangwutong/internal/delivery/mapping_test.go
+++ b/channels/shangwutong/internal/delivery/mapping_test.go
@@ -105,6 +105,20 @@ func TestKind26UpdatesCurrentContactPhone(t *testing.T) {
 	}
 }
 
+func TestKind29PreservesRemoteColorID(t *testing.T) {
+	mapped := mapInboundEvent(29, 42, "10", "", "", "source", 10, time.Now())
+	if mapped.Strategy != "conversation_attributes" || mapped.ConversationAttrs["swt_label_color"] != "10" {
+		t.Fatalf("customer color mapping = %#v", mapped)
+	}
+}
+
+func TestKind29EmptyColorRemainsRawOnly(t *testing.T) {
+	mapped := mapInboundEvent(29, 42, "   ", "", "", "source", 10, time.Now())
+	if !mapped.RawOnly || mapped.Strategy != "raw_only" || mapped.RequiresContact || mapped.RequiresConversation || len(mapped.ConversationAttrs) != 0 {
+		t.Fatalf("empty customer color mapping = %#v", mapped)
+	}
+}
+
 func TestKind41StoresConversationOutcomeWithoutOverwritingContactName(t *testing.T) {
 	mapped := mapInboundEvent(41, 42, "留联", "", "", "source", 10, time.Now())
 	if mapped.ContactName != "" || !mapped.RequiresConversation || mapped.ConversationAttrs["swt_outcome"] != "留联" {
diff --git a/channels/shangwutong/internal/delivery/outbound.go b/channels/shangwutong/internal/delivery/outbound.go
index c2687a7c..e0fda3ee 100644
--- a/channels/shangwutong/internal/delivery/outbound.go
+++ b/channels/shangwutong/internal/delivery/outbound.go
@@ -23,8 +23,11 @@ import (
 const (
 	uncertainObservationWindow = 5 * time.Minute
 	uncertainSweepInterval     = time.Second
+	contactNameCIDWaitTimeout  = 24 * time.Hour
 )
 
+var errXSTOwnershipPending = errors.New("XST conversation ownership transition is pending")
+
 type SessionProvider interface {
 	WithSession(context.Context, int64, func(swt.Session) error) error
 	InvalidateSession(context.Context, int64) error
@@ -52,6 +55,10 @@ type ClassificationResultClient interface {
 	UpdateClassificationStatus(context.Context, int64, uint, string, string, string, string, string, string, string) error
 }
 
+type ContactNameResultClient interface {
+	UpdateContactNameStatus(context.Context, int64, string, gochat.ContactNameOperationStatus) error
+}
+
 type ResultClient interface {
 	UpdateMessageStatus(context.Context, int64, int64, gochat.MessageResult) error
 }
@@ -230,6 +237,9 @@ func (o *Outbound) processOutbound(ctx context.Context) (bool, error) {
 	}
 	xstRoute, err := o.xstRoute(ctx, message)
 	if err != nil {
+		if errors.Is(err, errXSTOwnershipPending) {
+			return true, o.retryAfter(message, err.Error(), time.Second)
+		}
 		return true, o.retry(message, err.Error())
 	}
 	if xstRoute != nil {
@@ -382,10 +392,38 @@ func (o *Outbound) xstRoute(ctx context.Context, message *dbgen.OutboundMessage)
 	if err != nil {
 		return nil, fmt.Errorf("load XST account: %w", err)
 	}
-	if !strings.EqualFold(strings.TrimSpace(value(operator.Text)), strings.TrimSpace(account.Username)) {
+	loginName := xstAccountLoginName(account)
+	if !strings.EqualFold(strings.TrimSpace(value(operator.Text)), loginName) {
+		var permissionKnown, canJoin bool
+		if err := o.sessions.WithSession(ctx, account.ID, func(session swt.Session) error {
+			if session.Purview != nil {
+				permissionKnown = true
+				canJoin = session.AllowsJoiningOtherOperatorDialogue()
+			}
+			return nil
+		}); err != nil {
+			return nil, fmt.Errorf("load XST operator permissions: %w", err)
+		}
+		if permissionKnown && !canJoin {
+			// SWT can send a normal visitor reply even when this operator cannot join
+			// another operator's XST dialogue. XST is an optional mirror in that case.
+			return nil, nil
+		}
+		if strings.TrimSpace(value(state)) == "5" && message.ID > 0 && !message.OccurredAt.IsZero() &&
+			mapping.GochatConversationID != nil && strings.TrimSpace(value(mapping.SwtAssigneeName)) != "" {
+			_, _, err := o.store.EnqueueTransferConversation(ctx, store.OutboundOperationInput{
+				AccountID: account.ID, SWTSessionID: message.SwtSid,
+				EventID:   fmt.Sprintf("auto-transfer:%d:%d", message.ID, operator.SeqID),
+				Operation: "transfer_conversation", OccurredAt: message.OccurredAt,
+			}, *mapping.GochatConversationID)
+			if err != nil {
+				return nil, fmt.Errorf("queue XST ownership transfer: %w", err)
+			}
+			return nil, fmt.Errorf("%w: assigned=%q current=%q", errXSTOwnershipPending, strings.TrimSpace(value(operator.Text)), loginName)
+		}
 		return nil, errors.New("XST conversation is not assigned to the current operator")
 	}
-	syncKey := fmt.Sprintf("%s\x1a%s\x1a%d", value(mapping.XstToken), account.Username, operator.SeqID)
+	syncKey := fmt.Sprintf("%s\x1a%s\x1a%d", value(mapping.XstToken), loginName, operator.SeqID)
 	route := &xstDeliveryRoute{
 		XSTRoute: swt.XSTRoute{
 			SID: message.SwtSid, CID: value(mapping.XstCid), Token: value(mapping.XstToken), State: value(state),
@@ -610,6 +648,36 @@ func (o *Outbound) processStatus(ctx context.Context) (bool, error) {
 	return true, err
 }
 
+func (o *Outbound) resolveContactNameCID(ctx context.Context, operation *dbgen.OutboundOperation) (string, error) {
+	var envelope struct {
+		Data struct {
+			CID     string `json:"cid"`
+			Contact struct {
+				Name string `json:"name"`
+			} `json:"contact"`
+		} `json:"data"`
+	}
+	if err := json.Unmarshal([]byte(operation.Payload), &envelope); err != nil || strings.TrimSpace(envelope.Data.Contact.Name) == "" {
+		return "", &swt.Error{Operation: operation.Operation, Code: "invalid_payload", Err: errors.New("cname is required")}
+	}
+	cid := strings.TrimSpace(envelope.Data.CID)
+	if cid == "" {
+		mapping, err := o.store.Reader().GetConversationMap(ctx, dbgen.GetConversationMapParams{AccountID: operation.AccountID, SwtSid: operation.SwtSid})
+		if err == nil && mapping.XstCid != nil {
+			cid = strings.TrimSpace(*mapping.XstCid)
+		} else if err != nil && !errors.Is(err, sql.ErrNoRows) {
+			return "", err
+		}
+	}
+	if cid != "" {
+		return cid, nil
+	}
+	if !time.Now().UTC().Before(operation.OccurredAt.Add(contactNameCIDWaitTimeout)) {
+		return "", &swt.Error{Operation: operation.Operation, Code: "cid_wait_timeout", Err: errors.New("cid was not learned within 24 hours")}
+	}
+	return "", &swt.Error{Operation: operation.Operation, Code: "cid_unavailable", Retryable: true, Err: errors.New("waiting for cid mapping")}
+}
+
 func (o *Outbound) processOperation(ctx context.Context) (bool, error) {
 	operation, err := o.store.Writer().ClaimOutboundOperation(ctx)
 	if errors.Is(err, sql.ErrNoRows) {
@@ -619,58 +687,77 @@ func (o *Outbound) processOperation(ctx context.Context) (bool, error) {
 		return false, err
 	}
 	classificationSender, classificationSupported := o.sender.(ClassificationSender)
-	err = o.sessions.WithSession(ctx, operation.AccountID, func(session swt.Session) error {
-		switch operation.Operation {
-		case "set_chat_kind":
-			if !classificationSupported {
-				return &swt.Error{Operation: operation.Operation, Code: "unsupported_operation", Err: errors.New("classification sender is unavailable")}
-			}
-			payload, err := decodeClassificationOperation(operation.Payload)
-			if err != nil || strings.TrimSpace(payload.ChatKindID) == "" {
-				return &swt.Error{Operation: operation.Operation, Code: "invalid_payload", Err: errors.New("chat_kind_id is required")}
-			}
-			return classificationSender.SetConversationKind(ctx, session, operation.SwtSid, payload.ChatKindID)
-		case "set_customer_color":
-			if !classificationSupported {
-				return &swt.Error{Operation: operation.Operation, Code: "unsupported_operation", Err: errors.New("classification sender is unavailable")}
-			}
-			payload, err := decodeClassificationOperation(operation.Payload)
-			if err != nil || strings.TrimSpace(payload.CustomerColorID) == "" || strings.TrimSpace(payload.CID) == "" {
-				return &swt.Error{Operation: operation.Operation, Code: "invalid_payload", Err: errors.New("customer_color_id and cid are required")}
-			}
-			return classificationSender.ChangeCustomerColor(ctx, session, operation.SwtSid, payload.CustomerColorID, payload.CustomerColorName, payload.CID)
-		case "end_conversation":
-			return o.sender.EndConversation(ctx, session, operation.SwtSid)
-		case "accept_transfer":
-			return o.sender.AcceptTransfer(ctx, session, operation.SwtSid)
-		case "transfer_conversation":
-			var payload struct {
-				OtherLoginName string `json:"other_login_name"`
-			}
-			if err := json.Unmarshal([]byte(operation.Payload), &payload); err != nil || strings.TrimSpace(payload.OtherLoginName) == "" {
-				return &swt.Error{Operation: operation.Operation, Code: "invalid_payload", Err: errors.New("other_login_name is required")}
-			}
-			if !session.AllowsJoiningOtherOperatorDialogue() {
-				return &swt.Error{Operation: operation.Operation, Code: "permission_denied", Err: errors.New("operator may not join another operator's dialogue")}
-			}
-			return o.sender.TransferConversation(ctx, session, operation.SwtSid, payload.OtherLoginName)
-		case "change_contact_name":
-			var envelope struct {
-				Data struct {
-					CID     string `json:"cid"`
-					Contact struct {
-						Name string `json:"name"`
-					} `json:"contact"`
-				} `json:"data"`
-			}
-			if err := json.Unmarshal([]byte(operation.Payload), &envelope); err != nil || envelope.Data.CID == "" || envelope.Data.Contact.Name == "" {
-				return &swt.Error{Operation: operation.Operation, Code: "invalid_payload", Err: errors.New("cid and cname are required")}
-			}
-			return o.sender.ChangeContactName(ctx, session, operation.SwtSid, envelope.Data.CID, envelope.Data.Contact.Name)
-		default:
-			return fmt.Errorf("unsupported outbound operation %q", operation.Operation)
+	var contactNameCID string
+	if operation.Operation == "change_contact_name" {
+		contactNameCID, err = o.resolveContactNameCID(ctx, operation)
+		if err == nil {
+			err = o.sessions.WithSession(ctx, operation.AccountID, func(session swt.Session) error {
+				var envelope struct {
+					Data struct {
+						Contact struct {
+							Name string `json:"name"`
+						} `json:"contact"`
+					} `json:"data"`
+				}
+				if err := json.Unmarshal([]byte(operation.Payload), &envelope); err != nil || strings.TrimSpace(envelope.Data.Contact.Name) == "" {
+					return &swt.Error{Operation: operation.Operation, Code: "invalid_payload", Err: errors.New("cname is required")}
+				}
+				return o.sender.ChangeContactName(ctx, session, operation.SwtSid, contactNameCID, strings.TrimSpace(envelope.Data.Contact.Name))
+			})
 		}
-	})
+	} else {
+		err = o.sessions.WithSession(ctx, operation.AccountID, func(session swt.Session) error {
+			switch operation.Operation {
+			case "set_chat_kind":
+				if !classificationSupported {
+					return &swt.Error{Operation: operation.Operation, Code: "unsupported_operation", Err: errors.New("classification sender is unavailable")}
+				}
+				payload, err := decodeClassificationOperation(operation.Payload)
+				if err != nil || strings.TrimSpace(payload.ChatKindID) == "" {
+					return &swt.Error{Operation: operation.Operation, Code: "invalid_payload", Err: errors.New("chat_kind_id is required")}
+				}
+				return classificationSender.SetConversationKind(ctx, session, operation.SwtSid, payload.ChatKindID)
+			case "set_customer_color":
+				if !classificationSupported {
+					return &swt.Error{Operation: operation.Operation, Code: "unsupported_operation", Err: errors.New("classification sender is unavailable")}
+				}
+				payload, err := decodeClassificationOperation(operation.Payload)
+				if err != nil || strings.TrimSpace(payload.CustomerColorID) == "" || strings.TrimSpace(payload.CID) == "" {
+					return &swt.Error{Operation: operation.Operation, Code: "invalid_payload", Err: errors.New("customer_color_id and cid are required")}
+				}
+				return classificationSender.ChangeCustomerColor(ctx, session, operation.SwtSid, payload.CustomerColorID, payload.CustomerColorName, payload.CID)
+			case "end_conversation":
+				return o.sender.EndConversation(ctx, session, operation.SwtSid)
+			case "accept_transfer":
+				return o.sender.AcceptTransfer(ctx, session, operation.SwtSid)
+			case "transfer_conversation":
+				var payload struct {
+					OtherLoginName string `json:"other_login_name"`
+				}
+				if err := json.Unmarshal([]byte(operation.Payload), &payload); err != nil || strings.TrimSpace(payload.OtherLoginName) == "" {
+					return &swt.Error{Operation: operation.Operation, Code: "invalid_payload", Err: errors.New("other_login_name is required")}
+				}
+				if !session.AllowsJoiningOtherOperatorDialogue() {
+					return &swt.Error{Operation: operation.Operation, Code: "permission_denied", Err: errors.New("operator may not join another operator's dialogue")}
+				}
+				return o.sender.TransferConversation(ctx, session, operation.SwtSid, payload.OtherLoginName)
+			case "change_contact_name":
+				var envelope struct {
+					Data struct {
+						Contact struct {
+							Name string `json:"name"`
+						} `json:"contact"`
+					} `json:"data"`
+				}
+				if err := json.Unmarshal([]byte(operation.Payload), &envelope); err != nil || strings.TrimSpace(envelope.Data.Contact.Name) == "" {
+					return &swt.Error{Operation: operation.Operation, Code: "invalid_payload", Err: errors.New("cname is required")}
+				}
+				return o.sender.ChangeContactName(ctx, session, operation.SwtSid, contactNameCID, strings.TrimSpace(envelope.Data.Contact.Name))
+			default:
+				return fmt.Errorf("unsupported outbound operation %q", operation.Operation)
+			}
+		})
+	}
 	if err == nil {
 		return true, o.store.Writer().CompleteOutboundOperation(ctx, operation.ID)
 	}
@@ -686,6 +773,9 @@ func (o *Outbound) processOperation(ctx context.Context) (bool, error) {
 			_ = o.sessions.InvalidateSession(ctx, operation.AccountID)
 			return true, o.retryOperation(operation, protocolErr.Error())
 		}
+		if protocolErr.Code == "cid_unavailable" {
+			return true, o.retryContactNameCID(operation, protocolErr.Error())
+		}
 		if protocolErr.Retryable && operation.Attempts < 10 {
 			return true, o.retryOperation(operation, protocolErr.Error())
 		}
@@ -725,14 +815,32 @@ func (o *Outbound) processOperationResult(ctx context.Context) (bool, error) {
 	if err != nil {
 		return false, err
 	}
-	if err := o.reportClassificationStatus(ctx, operation); err != nil {
-		detail := "classification result callback failed: " + err.Error()
-		if operation.ResultSyncAttempts < 10 {
-			return true, o.retryOperationResult(operation, detail)
-		}
-		return true, o.failOperationResult(operation, detail)
+	var reportErr error
+	switch operation.Operation {
+	case "set_chat_kind", "set_customer_color":
+		reportErr = o.reportClassificationStatus(ctx, operation)
+	case "change_contact_name":
+		reportErr = o.reportContactNameStatus(ctx, operation)
+	default:
+		reportErr = fmt.Errorf("unsupported result operation %q", operation.Operation)
 	}
-	return true, o.store.Writer().CompleteOutboundOperationResult(ctx, operation.ID)
+	if reportErr != nil {
+		detail := "operation result callback failed: " + reportErr.Error()
+		status := value(operation.ResultStatus)
+		if operation.ResultSyncAttempts < 10 {
+			err := o.retryOperationResult(operation, detail)
+			o.metrics.OperationResultSync("retry", status)
+			return true, err
+		}
+		err = o.failOperationResult(operation, detail)
+		o.metrics.OperationResultSync("failed", status)
+		return true, err
+	}
+	err = o.store.Writer().CompleteOutboundOperationResult(ctx, operation.ID)
+	if err == nil {
+		o.metrics.OperationResultSync("success", value(operation.ResultStatus))
+	}
+	return true, err
 }
 
 func (o *Outbound) reportClassificationStatus(ctx context.Context, operation *dbgen.OutboundOperation) error {
@@ -764,8 +872,46 @@ func (o *Outbound) reportClassificationStatus(ctx context.Context, operation *db
 	return reporter.UpdateClassificationStatus(ctx, account.GochatInboxID, data.ConversationID, operation.EventID, operation.Operation, status, data.ChatKindID, data.CustomerColorID, value(operation.ResultErrorCode), value(operation.ResultErrorMessage))
 }
 
+func (o *Outbound) reportContactNameStatus(ctx context.Context, operation *dbgen.OutboundOperation) error {
+	reporter, ok := o.results.(ContactNameResultClient)
+	if !ok {
+		return errors.New("contact name result reporter is unavailable")
+	}
+	status := value(operation.ResultStatus)
+	if status != "succeeded" && status != "failed" && status != "uncertain" {
+		return errors.New("contact name result status is invalid")
+	}
+	var envelope struct {
+		Data struct {
+			Contact struct {
+				ID   uint   `json:"id"`
+				Name string `json:"name"`
+			} `json:"contact"`
+		} `json:"data"`
+	}
+	if err := json.Unmarshal([]byte(operation.Payload), &envelope); err != nil || envelope.Data.Contact.ID == 0 || strings.TrimSpace(envelope.Data.Contact.Name) == "" {
+		return errors.New("contact name result payload is invalid")
+	}
+	account, err := o.store.Reader().GetAccountByID(ctx, operation.AccountID)
+	if err != nil {
+		return fmt.Errorf("load GoChat inbox mapping: %w", err)
+	}
+	if account.GochatInboxID <= 0 {
+		return errors.New("GoChat inbox mapping is invalid")
+	}
+	return reporter.UpdateContactNameStatus(ctx, account.GochatInboxID, operation.SwtSid, gochat.ContactNameOperationStatus{
+		EventID: operation.EventID, Operation: operation.Operation, ContactID: envelope.Data.Contact.ID,
+		Name: envelope.Data.Contact.Name, Status: status,
+		ErrorCode: value(operation.ResultErrorCode), ErrorMessage: value(operation.ResultErrorMessage),
+	})
+}
+
 func (o *Outbound) retry(message *dbgen.OutboundMessage, detail string) error {
-	next := time.Now().Add(backoff(message.Attempts, 5*time.Minute))
+	return o.retryAfter(message, detail, backoff(message.Attempts, 5*time.Minute))
+}
+
+func (o *Outbound) retryAfter(message *dbgen.OutboundMessage, detail string, delay time.Duration) error {
+	next := time.Now().Add(delay)
 	err := o.store.Writer().RetryOutboundDelivery(context.Background(), dbgen.RetryOutboundDeliveryParams{
 		NextAttemptAt: &next, LastError: &detail, ID: message.ID,
 	})
@@ -775,6 +921,13 @@ func (o *Outbound) retry(message *dbgen.OutboundMessage, detail string) error {
 	return err
 }
 
+func xstAccountLoginName(account *dbgen.Account) string {
+	if account.LoginName != nil && strings.TrimSpace(*account.LoginName) != "" {
+		return strings.TrimSpace(*account.LoginName)
+	}
+	return strings.TrimSpace(account.Username)
+}
+
 func (o *Outbound) fail(message *dbgen.OutboundMessage, code, detail string) error {
 	err := o.store.Writer().FailOutboundMessage(context.Background(), dbgen.FailOutboundMessageParams{
 		ExternalErrorCode: &code, LastError: &detail, ID: message.ID,
@@ -822,6 +975,21 @@ func (o *Outbound) retryOperation(operation *dbgen.OutboundOperation, detail str
 	})
 }
 
+func (o *Outbound) retryContactNameCID(operation *dbgen.OutboundOperation, detail string) error {
+	now := time.Now().UTC()
+	deadline := operation.OccurredAt.Add(contactNameCIDWaitTimeout)
+	if !now.Before(deadline) {
+		return o.failOperation(operation, "cid_wait_timeout", "cid was not learned within 24 hours")
+	}
+	next := now.Add(backoff(operation.Attempts, 5*time.Minute))
+	if next.After(deadline) {
+		next = deadline
+	}
+	return o.store.Writer().DeferContactNameOperation(context.Background(), dbgen.DeferContactNameOperationParams{
+		NextAttemptAt: &next, LastError: &detail, ID: operation.ID,
+	})
+}
+
 func (o *Outbound) failOperation(operation *dbgen.OutboundOperation, code, detail string) error {
 	return o.store.Writer().FailOutboundOperation(context.Background(), dbgen.FailOutboundOperationParams{
 		LastError: &detail, ResultErrorCode: &code, ResultErrorMessage: &detail, ID: operation.ID,
diff --git a/channels/shangwutong/internal/delivery/outbound_test.go b/channels/shangwutong/internal/delivery/outbound_test.go
index 9724d7bb..957b6894 100644
--- a/channels/shangwutong/internal/delivery/outbound_test.go
+++ b/channels/shangwutong/internal/delivery/outbound_test.go
@@ -272,6 +272,23 @@ func TestXSTRouteInvalidatesReceptionSyncWhenRouteIdentityChanges(t *testing.T)
 	}
 }
 
+func TestXSTRouteSkipsOptionalMirrorWithoutJoinPermission(t *testing.T) {
+	ctx := context.Background()
+	database, account := deliveryDatabase(t, ctx)
+	seedXSTRoute(t, database, account)
+	if _, err := database.PersistHeartbeat(ctx, account, []swt.HeartbeatEvent{{
+		SessionID: "visitor", Kind: 6, Text: "其他客服", SeqID: 101,
+		Timestamp: time.Now().Format(time.RFC3339Nano), RawLine: "visitor 6 |其他客服 101 timestamp",
+	}}); err != nil {
+		t.Fatal(err)
+	}
+	outbound, _ := NewOutbound(database, deniedJoinSessionStub{}, senderStub{}, &resultRecorder{}, nil, 1)
+	route, err := outbound.xstRoute(ctx, &dbgen.OutboundMessage{AccountID: account.ID, SwtSid: "visitor"})
+	if err != nil || route != nil {
+		t.Fatalf("route without join permission = %#v, %v", route, err)
+	}
+}
+
 func TestXSTRejectThenEchoRetriesOnlyXST(t *testing.T) {
 	ctx := context.Background()
 	database, account := deliveryDatabase(t, ctx)
@@ -684,6 +701,166 @@ func TestClassificationOperationsUseNestedPayloadAndReportWithInboxID(t *testing
 	}
 }
 
+func TestContactNameOperationResolvesCIDAndReportsResult(t *testing.T) {
+	ctx := context.Background()
+	database, account := deliveryDatabase(t, ctx)
+	cid := "cid-from-inbound"
+	if _, err := database.Writer().UpsertConversationXSTRoute(ctx, dbgen.UpsertConversationXSTRouteParams{
+		AccountID: account.ID, SwtSid: "visitor", GochatContactSourceID: "visitor", XstCid: &cid,
+	}); err != nil {
+		t.Fatal(err)
+	}
+	operation, _, err := database.EnqueueOutboundOperation(ctx, store.OutboundOperationInput{
+		AccountID: account.ID, SWTSessionID: "visitor", EventID: "contact:rename:1", Operation: "change_contact_name",
+		Payload: `{"data":{"contact":{"id":77,"source_id":"visitor","name":"New name"}}}`, OccurredAt: time.Now(),
+	})
+	if err != nil {
+		t.Fatal(err)
+	}
+	sender := &operationSender{}
+	results := &classificationResultRecorder{}
+	worker, err := NewOutbound(database, sessionStub{}, sender, results, nil, 1)
+	if err != nil {
+		t.Fatal(err)
+	}
+	if worked, err := worker.processOperation(ctx); err != nil || !worked {
+		t.Fatalf("operation = %v, %v", worked, err)
+	}
+	loaded, err := database.Reader().GetOutboundOperationByEventID(ctx, operation.EventID)
+	if err != nil || loaded.DeliveryStatus != "delivered" || loaded.ResultSyncStatus != "pending" || sender.contactCalls != 1 || sender.contactCID != cid || sender.contactName != "New name" {
+		t.Fatalf("loaded=%#v sender=%#v err=%v", loaded, sender, err)
+	}
+	if worked, err := worker.processOperationResult(ctx); err != nil || !worked {
+		t.Fatalf("result = %v, %v", worked, err)
+	}
+	if len(results.contactCalls) != 1 || results.contactCalls[0].inboxID != account.GochatInboxID || results.contactCalls[0].sourceID != "visitor" || results.contactCalls[0].result.Status != "succeeded" {
+		t.Fatalf("contact result = %#v", results.contactCalls)
+	}
+}
+
+func TestContactNameOperationWithoutCIDStaysPending(t *testing.T) {
+	ctx := context.Background()
+	database, account := deliveryDatabase(t, ctx)
+	operation, _, err := database.EnqueueOutboundOperation(ctx, store.OutboundOperationInput{
+		AccountID: account.ID, SWTSessionID: "visitor", EventID: "contact:rename:missing-cid", Operation: "change_contact_name",
+		Payload: `{"data":{"contact":{"id":77,"source_id":"visitor","name":"New name"}}}`, OccurredAt: time.Now(),
+	})
+	if err != nil {
+		t.Fatal(err)
+	}
+	sender := &operationSender{}
+	worker, err := NewOutbound(database, sessionStub{}, sender, &resultRecorder{}, nil, 1)
+	if err != nil {
+		t.Fatal(err)
+	}
+	if worked, err := worker.processOperation(ctx); err != nil || !worked {
+		t.Fatalf("operation = %v, %v", worked, err)
+	}
+	loaded, err := database.Reader().GetOutboundOperationByEventID(ctx, operation.EventID)
+	if err != nil || loaded.DeliveryStatus != "pending" || sender.contactCalls != 0 || loaded.LastError == nil || !strings.Contains(*loaded.LastError, "waiting for cid") {
+		t.Fatalf("loaded=%#v sender=%#v err=%v", loaded, sender, err)
+	}
+}
+
+func TestContactNameOperationCIDWaitIsWokenWithoutGenericRetryLimit(t *testing.T) {
+	ctx := context.Background()
+	database, account := deliveryDatabase(t, ctx)
+	operation, _, err := database.EnqueueOutboundOperation(ctx, store.OutboundOperationInput{
+		AccountID: account.ID, SWTSessionID: "visitor", EventID: "contact:rename:cid-wait", Operation: "change_contact_name",
+		Payload: `{"data":{"contact":{"id":77,"source_id":"visitor","name":"New name"}}}`, OccurredAt: time.Now(),
+	})
+	if err != nil {
+		t.Fatal(err)
+	}
+	sender := &operationSender{}
+	worker, _ := NewOutbound(database, sessionStub{}, sender, &resultRecorder{}, nil, 1)
+	claimed, err := database.Writer().ClaimOutboundOperation(ctx)
+	if err != nil {
+		t.Fatal(err)
+	}
+	claimed.Attempts = 10
+	if err := worker.retryContactNameCID(claimed, "change_contact_name: cid_unavailable: waiting for cid mapping"); err != nil {
+		t.Fatal(err)
+	}
+	waiting, err := database.Reader().GetOutboundOperationByEventID(ctx, operation.EventID)
+	if err != nil || waiting.DeliveryStatus != "pending" || waiting.LastError == nil || !strings.Contains(*waiting.LastError, "cid_unavailable") {
+		t.Fatalf("waiting operation = %#v, %v", waiting, err)
+	}
+	cid := "cid-after-wait"
+	if _, err := database.Writer().UpsertConversationXSTRoute(ctx, dbgen.UpsertConversationXSTRouteParams{
+		AccountID: account.ID, SwtSid: "visitor", GochatContactSourceID: "visitor", XstCid: &cid,
+	}); err != nil {
+		t.Fatal(err)
+	}
+	if _, err := database.Writer().WakeContactNameOperations(ctx, dbgen.WakeContactNameOperationsParams{AccountID: account.ID, SwtSid: "visitor"}); err != nil {
+		t.Fatal(err)
+	}
+	if worked, err := worker.processOperation(ctx); err != nil || !worked {
+		t.Fatalf("woken operation = %v, %v", worked, err)
+	}
+	loaded, err := database.Reader().GetOutboundOperationByEventID(ctx, operation.EventID)
+	if err != nil || loaded.DeliveryStatus != "delivered" || sender.contactCalls != 1 || sender.contactCID != cid {
+		t.Fatalf("loaded=%#v sender=%#v err=%v", loaded, sender, err)
+	}
+}
+
+func TestContactNameOperationCIDWaitExpiresWithFailedResult(t *testing.T) {
+	ctx := context.Background()
+	database, account := deliveryDatabase(t, ctx)
+	operation, _, err := database.EnqueueOutboundOperation(ctx, store.OutboundOperationInput{
+		AccountID: account.ID, SWTSessionID: "visitor", EventID: "contact:rename:cid-timeout", Operation: "change_contact_name",
+		Payload: `{"data":{"contact":{"id":77,"source_id":"visitor","name":"New name"}}}`, OccurredAt: time.Now().Add(-25 * time.Hour),
+	})
+	if err != nil {
+		t.Fatal(err)
+	}
+	results := &classificationResultRecorder{}
+	worker, _ := NewOutbound(database, sessionStub{}, &operationSender{}, results, nil, 1)
+	if worked, err := worker.processOperation(ctx); err != nil || !worked {
+		t.Fatalf("expired operation = %v, %v", worked, err)
+	}
+	loaded, err := database.Reader().GetOutboundOperationByEventID(ctx, operation.EventID)
+	if err != nil || loaded.DeliveryStatus != "failed" || loaded.ResultSyncStatus != "pending" || value(loaded.ResultStatus) != "failed" || value(loaded.ResultErrorCode) != "cid_wait_timeout" {
+		t.Fatalf("expired operation = %#v, %v", loaded, err)
+	}
+	if worked, err := worker.processOperationResult(ctx); err != nil || !worked {
+		t.Fatalf("expired result = %v, %v", worked, err)
+	}
+	if len(results.contactCalls) != 1 || results.contactCalls[0].result.Status != "failed" || results.contactCalls[0].result.ErrorCode != "cid_wait_timeout" {
+		t.Fatalf("expired callback = %#v", results.contactCalls)
+	}
+}
+
+func TestContactNameOperationRestartReportsUncertainResult(t *testing.T) {
+	ctx := context.Background()
+	database, account := deliveryDatabase(t, ctx)
+	operation, _, err := database.EnqueueOutboundOperation(ctx, store.OutboundOperationInput{
+		AccountID: account.ID, SWTSessionID: "visitor", EventID: "contact:rename:restart", Operation: "change_contact_name",
+		Payload: `{"data":{"contact":{"id":77,"source_id":"visitor","name":"New name"}}}`, OccurredAt: time.Now(),
+	})
+	if err != nil {
+		t.Fatal(err)
+	}
+	if _, err := database.Writer().ClaimOutboundOperation(ctx); err != nil {
+		t.Fatal(err)
+	}
+	if _, err := database.Writer().RecoverOutboundOperationsAsUncertain(ctx); err != nil {
+		t.Fatal(err)
+	}
+	results := &classificationResultRecorder{}
+	worker, _ := NewOutbound(database, sessionStub{}, &operationSender{}, results, nil, 1)
+	loaded, err := database.Reader().GetOutboundOperationByEventID(ctx, operation.EventID)
+	if err != nil || loaded.DeliveryStatus != "uncertain" || value(loaded.ResultStatus) != "uncertain" || value(loaded.ResultErrorCode) != "connector_restart_uncertain" {
+		t.Fatalf("recovered operation = %#v, %v", loaded, err)
+	}
+	if worked, err := worker.processOperationResult(ctx); err != nil || !worked {
+		t.Fatalf("uncertain result = %v, %v", worked, err)
+	}
+	if len(results.contactCalls) != 1 || results.contactCalls[0].result.Status != "uncertain" || results.contactCalls[0].result.ErrorCode != "connector_restart_uncertain" {
+		t.Fatalf("uncertain callback = %#v", results.contactCalls)
+	}
+}
+
 func TestClassificationResultRetryDoesNotRepeatSWTOperation(t *testing.T) {
 	ctx := context.Background()
 	database, account := deliveryDatabase(t, ctx)
@@ -1009,6 +1186,13 @@ func (allowedSessionStub) WithSession(ctx context.Context, _ int64, operation fu
 	return operation(swt.Session{BaseURL: "http://example.test/", SiteID: "site", LoginName: "口腔客服2", MAToken: "token", Purview: &purview})
 }
 
+type deniedJoinSessionStub struct{ sessionStub }
+
+func (deniedJoinSessionStub) WithSession(ctx context.Context, _ int64, operation func(swt.Session) error) error {
+	purview := uint64(1 << 23)
+	return operation(swt.Session{BaseURL: "http://example.test/", SiteID: "site", LoginName: "口腔客服2", MAToken: "token", Purview: &purview})
+}
+
 type sessionRecorder struct{ invalidations int }
 
 func (*sessionRecorder) WithSession(ctx context.Context, _ int64, operation func(swt.Session) error) error {
@@ -1081,6 +1265,10 @@ type operationSender struct {
 	colorCalls     int
 	colorID        string
 	colorCID       string
+	contactCalls   int
+	contactSID     string
+	contactCID     string
+	contactName    string
 	err            error
 }
 
@@ -1113,8 +1301,10 @@ func (s *operationSender) EndConversation(_ context.Context, _ swt.Session, sid
 	s.sid = sid
 	return nil
 }
-func (*operationSender) ChangeContactName(context.Context, swt.Session, string, string, string) error {
-	return nil
+func (s *operationSender) ChangeContactName(_ context.Context, _ swt.Session, sid, cid, name string) error {
+	s.contactCalls++
+	s.contactSID, s.contactCID, s.contactName = sid, cid, name
+	return s.err
 }
 
 func (s *operationSender) AcceptTransfer(_ context.Context, _ swt.Session, sid string) error {
@@ -1219,10 +1409,17 @@ type classificationResultCall struct {
 	errorCode      string
 }
 
+type contactNameResultCall struct {
+	inboxID  int64
+	sourceID string
+	result   gochat.ContactNameOperationStatus
+}
+
 type classificationResultRecorder struct {
 	resultRecorder
-	calls []classificationResultCall
-	err   error
+	calls        []classificationResultCall
+	contactCalls []contactNameResultCall
+	err          error
 }
 
 func (r *classificationResultRecorder) UpdateClassificationStatus(_ context.Context, inboxID int64, conversationID uint, eventID, operation, status, _, _, errorCode, _ string) error {
@@ -1236,4 +1433,12 @@ func (r *classificationResultRecorder) UpdateClassificationStatus(_ context.Cont
 	return nil
 }
 
+func (r *classificationResultRecorder) UpdateContactNameStatus(_ context.Context, inboxID int64, sourceID string, result gochat.ContactNameOperationStatus) error {
+	if r.err != nil {
+		return r.err
+	}
+	r.contactCalls = append(r.contactCalls, contactNameResultCall{inboxID: inboxID, sourceID: sourceID, result: result})
+	return nil
+}
+
 func stringPointer(value string) *string { return &value }
diff --git a/channels/shangwutong/internal/gochat/contact_status.go b/channels/shangwutong/internal/gochat/contact_status.go
new file mode 100644
index 00000000..0cb4f8f9
--- /dev/null
+++ b/channels/shangwutong/internal/gochat/contact_status.go
@@ -0,0 +1,32 @@
+package gochat
+
+import (
+	"context"
+	"fmt"
+	"net/http"
+	"net/url"
+	"strconv"
+)
+
+// ContactNameOperationStatus is the durable result of a remote contact rename.
+// It is deliberately separate from GoChat's local contact notes.
+type ContactNameOperationStatus struct {
+	EventID      string `json:"event_id"`
+	Operation    string `json:"operation"`
+	ContactID    uint   `json:"contact_id"`
+	Name         string `json:"name"`
+	Status       string `json:"status"`
+	ErrorCode    string `json:"error_code,omitempty"`
+	ErrorMessage string `json:"error_message,omitempty"`
+}
+
+func (c *Client) UpdateContactNameStatus(ctx context.Context, inboxID int64, sourceID string, result ContactNameOperationStatus) error {
+	if inboxID <= 0 || sourceID == "" || result.EventID == "" || result.Operation != "change_contact_name" {
+		return fmt.Errorf("inbox id, source id, event id and change_contact_name operation are required")
+	}
+	if result.Status != "succeeded" && result.Status != "failed" && result.Status != "uncertain" {
+		return fmt.Errorf("invalid contact operation status %q", result.Status)
+	}
+	path := "/api/v1/connector/shangwutong/inboxes/" + strconv.FormatInt(inboxID, 10) + "/contacts/" + url.PathEscape(sourceID) + "/status"
+	return c.doJSON(ctx, http.MethodPut, path, result, nil, fmt.Sprintf("swt-contact-operation:%d:%s", inboxID, result.EventID))
+}
diff --git a/channels/shangwutong/internal/gochat/messaging.go b/channels/shangwutong/internal/gochat/messaging.go
index f1b372c4..b2ec3fda 100644
--- a/channels/shangwutong/internal/gochat/messaging.go
+++ b/channels/shangwutong/internal/gochat/messaging.go
@@ -21,6 +21,8 @@ import (
 	"time"
 )
 
+const ContactUpdateOriginSWTConnector = "shangwutong.connector"
+
 type ContactRequest struct {
 	SourceID             string         `json:"source_id"`
 	Identifier           string         `json:"identifier"`
@@ -31,6 +33,8 @@ type ContactRequest struct {
 	AvatarURL            string         `json:"avatar_url,omitempty"`
 	CustomAttributes     map[string]any `json:"custom_attributes,omitempty"`
 	AdditionalAttributes map[string]any `json:"additional_attributes,omitempty"`
+	Origin               string         `json:"-"`
+	OriginEventID        string         `json:"-"`
 }
 
 func (c *Client) UpdateContactChannelMetadata(ctx context.Context, inboxID int64, sourceID, cid string) error {
diff --git a/channels/shangwutong/internal/gochat/messaging_test.go b/channels/shangwutong/internal/gochat/messaging_test.go
index c0c1a357..1fa45a75 100644
--- a/channels/shangwutong/internal/gochat/messaging_test.go
+++ b/channels/shangwutong/internal/gochat/messaging_test.go
@@ -23,6 +23,12 @@ func TestMessagingClientEnsuresIdentityAndImportsWithStableKey(t *testing.T) {
 			if payload.IdentifierHash != contactIdentifierHash("hmac-token", "visitor") {
 				t.Fatalf("identifier_hash = %q", payload.IdentifierHash)
 			}
+			if origin := request.Header.Get("X-GoChat-Event-Origin"); origin != "" {
+				t.Fatalf("untrusted origin header was sent: %q", origin)
+			}
+			if eventID := request.Header.Get("X-GoChat-Event-ID"); eventID != "" {
+				t.Fatalf("untrusted event ID header was sent: %q", eventID)
+			}
 			_ = json.NewEncoder(response).Encode(Contact{ID: 3, SourceID: "visitor", Name: "访客"})
 		case "/public/api/v1/inboxes/inbox-token/contacts/visitor/conversations":
 			if request.Method == http.MethodGet {
@@ -47,7 +53,9 @@ func TestMessagingClientEnsuresIdentityAndImportsWithStableKey(t *testing.T) {
 	if err != nil {
 		t.Fatal(err)
 	}
-	contact, err := client.EnsureContact(context.Background(), "inbox-token", "hmac-token", ContactRequest{SourceID: "visitor", Name: "访客"})
+	contact, err := client.EnsureContact(context.Background(), "inbox-token", "hmac-token", ContactRequest{
+		SourceID: "visitor", Name: "访客", Origin: ContactUpdateOriginSWTConnector, OriginEventID: "swt-inbound:42",
+	})
 	if err != nil || contact.ID != 3 {
 		t.Fatalf("contact=%+v err=%v", contact, err)
 	}
diff --git a/channels/shangwutong/internal/httpapi/server.go b/channels/shangwutong/internal/httpapi/server.go
index 66647596..9216ca28 100644
--- a/channels/shangwutong/internal/httpapi/server.go
+++ b/channels/shangwutong/internal/httpapi/server.go
@@ -98,7 +98,8 @@ func (s *Server) RefreshMetrics(ctx context.Context) error {
 	s.metricMu.Lock()
 	s.metricData = observability.MetricSnapshot{
 		Accounts: snapshot.Accounts, InboundQueue: snapshot.InboundQueue,
-		OutboundQueue: snapshot.OutboundQueue, StatusSyncQueue: snapshot.StatusSyncQueue,
+		OutboundQueue: snapshot.OutboundQueue, ClassificationSyncQueue: snapshot.ClassificationSyncQueue,
+		StatusSyncQueue: snapshot.StatusSyncQueue,
 	}
 	s.metricMu.Unlock()
 	return nil
@@ -408,7 +409,7 @@ func (s *Server) dispatchVerifiedWebhook(c fiber.Ctx, envelope gochat.WebhookEnv
 
 func (s *Server) acceptContactUpdate(c fiber.Ctx, envelope gochat.WebhookEnvelope, body []byte, deliveryID string, local *dbgen.Account) error {
 	var data gochat.ContactUpdatedWebhookData
-	if err := json.Unmarshal(envelope.Data, &data); err != nil || data.Contact.ID <= 0 || strings.TrimSpace(data.Contact.SourceID) == "" || strings.TrimSpace(data.CID) == "" || strings.TrimSpace(data.Contact.Name) == "" {
+	if err := json.Unmarshal(envelope.Data, &data); err != nil || data.Contact.ID <= 0 || strings.TrimSpace(data.Contact.SourceID) == "" || strings.TrimSpace(data.Contact.Name) == "" {
 		return s.writeError(c, http.StatusUnprocessableEntity, "invalid_contact_update", "contact update payload is invalid", false)
 	}
 	queued, duplicate, err := s.store.EnqueueOutboundOperation(c.Context(), store.OutboundOperationInput{
diff --git a/channels/shangwutong/internal/observability/metrics.go b/channels/shangwutong/internal/observability/metrics.go
index b8949a98..82a9665c 100644
--- a/channels/shangwutong/internal/observability/metrics.go
+++ b/channels/shangwutong/internal/observability/metrics.go
@@ -13,11 +13,12 @@ import (
 var durationBuckets = [...]float64{0.01, 0.05, 0.1, 0.25, 0.5, 1, 2.5, 5, 10, 30}
 
 type MetricSnapshot struct {
-	Supervisors     int
-	Accounts        map[string]int64
-	InboundQueue    map[string]int64
-	OutboundQueue   map[string]int64
-	StatusSyncQueue int64
+	Supervisors             int
+	Accounts                map[string]int64
+	InboundQueue            map[string]int64
+	OutboundQueue           map[string]int64
+	ClassificationSyncQueue map[string]int64
+	StatusSyncQueue         int64
 }
 
 type histogramValue struct {
@@ -63,6 +64,19 @@ func (m *Metrics) StatusSync(result, status string) {
 	))
 }
 
+func (m *Metrics) OperationResultSync(result, status string) {
+	m.inc("swt_connector_operation_result_sync_total", labels(
+		"result", bounded(result, "success", "retry", "failed"),
+		"status", bounded(status, "succeeded", "failed", "uncertain", "unknown"),
+	))
+}
+
+func (m *Metrics) ClassificationSync(result string) {
+	m.inc("swt_connector_classification_sync_total", labels(
+		"result", bounded(result, "success", "failed", "retry"),
+	))
+}
+
 func (m *Metrics) Mapping(kind int64, strategy, result string) {
 	m.inc("swt_connector_event_mapping_total", labels(
 		"kind", metricKind(kind),
@@ -121,6 +135,10 @@ func (m *Metrics) Render(snapshot MetricSnapshot) []byte {
 	}
 	output.WriteString("# HELP swt_connector_status_sync_queue_depth Message results waiting for GoChat acknowledgement.\n# TYPE swt_connector_status_sync_queue_depth gauge\n")
 	writeGauge("swt_connector_status_sync_queue_depth", "", snapshot.StatusSyncQueue)
+	output.WriteString("# HELP swt_connector_classification_sync_queue_depth Classification catalog sync results by state.\n# TYPE swt_connector_classification_sync_queue_depth gauge\n")
+	for _, key := range sortedKeys(snapshot.ClassificationSyncQueue) {
+		writeGauge("swt_connector_classification_sync_queue_depth", labels("status", safeLabel(key)), snapshot.ClassificationSyncQueue[key])
+	}
 	output.WriteString("# HELP swt_connector_supervisors Running account supervisors.\n# TYPE swt_connector_supervisors gauge\n")
 	writeGauge("swt_connector_supervisors", "", int64(snapshot.Supervisors))
 
diff --git a/channels/shangwutong/internal/observability/metrics_test.go b/channels/shangwutong/internal/observability/metrics_test.go
index d7f579b0..7e2c2648 100644
--- a/channels/shangwutong/internal/observability/metrics_test.go
+++ b/channels/shangwutong/internal/observability/metrics_test.go
@@ -15,6 +15,8 @@ func TestMetricsRenderProductionSeriesWithoutHighCardinalityLabels(t *testing.T)
 	metrics.Delivery("inbound", "delivered")
 	metrics.Delivery("outbound", "accepted")
 	metrics.StatusSync("success", "sent")
+	metrics.OperationResultSync("retry", "uncertain")
+	metrics.ClassificationSync("success")
 	metrics.Mapping(2, "native_message", "delivered")
 	metrics.Mapping(24, "contact_attributes", "delivered")
 	metrics.Unknown(999)
@@ -22,11 +24,12 @@ func TestMetricsRenderProductionSeriesWithoutHighCardinalityLabels(t *testing.T)
 	metrics.ContractError("gochat_to_connector", "invalid_signature")
 	metrics.SQLiteWrite(3 * time.Millisecond)
 	payload := string(metrics.Render(MetricSnapshot{
-		Supervisors:     1,
-		Accounts:        map[string]int64{"connected\x00online": 1},
-		InboundQueue:    map[string]int64{"pending": 2},
-		OutboundQueue:   map[string]int64{"uncertain": 1},
-		StatusSyncQueue: 1,
+		Supervisors:             1,
+		Accounts:                map[string]int64{"connected\x00online": 1},
+		InboundQueue:            map[string]int64{"pending": 2},
+		OutboundQueue:           map[string]int64{"uncertain": 1},
+		ClassificationSyncQueue: map[string]int64{"failed": 1},
+		StatusSyncQueue:         1,
 	}))
 	for _, name := range []string{
 		"swt_connector_accounts", "swt_connector_supervisors", "swt_connector_heartbeat_total",
@@ -36,7 +39,8 @@ func TestMetricsRenderProductionSeriesWithoutHighCardinalityLabels(t *testing.T)
 		"swt_connector_status_sync_total", "swt_connector_status_sync_queue_depth",
 		"swt_connector_event_mapping_total", "swt_connector_unknown_event_total",
 		"swt_connector_unmapped_retraction_total", "swt_connector_contract_error_total",
-		"swt_connector_sqlite_write_duration_seconds",
+		"swt_connector_sqlite_write_duration_seconds", "swt_connector_operation_result_sync_total",
+		"swt_connector_classification_sync_total", "swt_connector_classification_sync_queue_depth",
 	} {
 		if !strings.Contains(payload, name) {
 			t.Fatalf("metric %s missing from:\n%s", name, payload)
diff --git a/channels/shangwutong/internal/store/outbound.go b/channels/shangwutong/internal/store/outbound.go
index f80b76cd..653ab94a 100644
--- a/channels/shangwutong/internal/store/outbound.go
+++ b/channels/shangwutong/internal/store/outbound.go
@@ -193,13 +193,31 @@ func (s *Store) EnqueueAcceptTransfer(ctx context.Context, input OutboundOperati
 		if err != nil {
 			return err
 		}
-		state, err := queries.GetLatestConversationState(ctx, dbgen.GetLatestConversationStateParams{AccountID: input.AccountID, SwtSid: input.SWTSessionID})
+		var state *string
+		if strings.HasPrefix(input.EventID, "auto-accept-transfer:") {
+			state, err = queries.GetLatestConversationStateIncludingClaimed(ctx, dbgen.GetLatestConversationStateIncludingClaimedParams{AccountID: input.AccountID, SwtSid: input.SWTSessionID})
+		} else {
+			state, err = queries.GetLatestConversationState(ctx, dbgen.GetLatestConversationStateParams{AccountID: input.AccountID, SwtSid: input.SWTSessionID})
+		}
 		if errors.Is(err, sql.ErrNoRows) || err == nil && (state == nil || strings.TrimSpace(*state) != "7") {
 			return ErrOutboundSessionState
 		}
 		if err != nil {
 			return err
 		}
+		active, activeErr := queries.GetAcceptTransferOperationSince(ctx, dbgen.GetAcceptTransferOperationSinceParams{AccountID: input.AccountID, SwtSid: input.SWTSessionID, OccurredAt: input.OccurredAt})
+		if activeErr == nil {
+			var activePayload struct {
+				ConversationID int64 `json:"conversation_id"`
+			}
+			if json.Unmarshal([]byte(active.Payload), &activePayload) == nil && (activePayload.ConversationID == 0 || activePayload.ConversationID == conversationID) {
+				queued, duplicate = active, true
+				return nil
+			}
+		}
+		if activeErr != nil && !errors.Is(activeErr, sql.ErrNoRows) {
+			return activeErr
+		}
 		queued, err = queries.InsertOutboundOperation(ctx, dbgen.InsertOutboundOperationParams{
 			AccountID: input.AccountID, SwtSid: input.SWTSessionID, EventID: input.EventID,
 			Operation: input.Operation, Payload: input.Payload, OccurredAt: input.OccurredAt,
diff --git a/channels/shangwutong/internal/store/store.go b/channels/shangwutong/internal/store/store.go
index 746f2023..ec9d6988 100644
--- a/channels/shangwutong/internal/store/store.go
+++ b/channels/shangwutong/internal/store/store.go
@@ -132,15 +132,17 @@ func (s *Store) ReadyCheck(ctx context.Context) error {
 }
 
 type MetricSnapshot struct {
-	Accounts        map[string]int64
-	InboundQueue    map[string]int64
-	OutboundQueue   map[string]int64
-	StatusSyncQueue int64
+	Accounts                map[string]int64
+	InboundQueue            map[string]int64
+	OutboundQueue           map[string]int64
+	ClassificationSyncQueue map[string]int64
+	StatusSyncQueue         int64
 }
 
 func (s *Store) MetricSnapshot(ctx context.Context) (MetricSnapshot, error) {
 	snapshot := MetricSnapshot{
 		Accounts: make(map[string]int64), InboundQueue: make(map[string]int64), OutboundQueue: make(map[string]int64),
+		ClassificationSyncQueue: make(map[string]int64),
 	}
 	accounts, err := s.readerQueries.ListAccountMetricCounts(ctx)
 	if err != nil {
@@ -164,7 +166,17 @@ func (s *Store) MetricSnapshot(ctx context.Context) (MetricSnapshot, error) {
 		snapshot.OutboundQueue[row.DeliveryStatus] = row.Count
 	}
 	snapshot.StatusSyncQueue, err = s.readerQueries.CountStatusSyncQueue(ctx)
-	return snapshot, err
+	if err != nil {
+		return snapshot, err
+	}
+	classificationSync, err := s.readerQueries.ListClassificationSyncQueueMetricCounts(ctx)
+	if err != nil {
+		return snapshot, err
+	}
+	for _, row := range classificationSync {
+		snapshot.ClassificationSyncQueue[row.Status] = row.Count
+	}
+	return snapshot, nil
 }
 
 func (s *Store) Close() error {
diff --git a/channels/shangwutong/internal/store/store_test.go b/channels/shangwutong/internal/store/store_test.go
index 54d031e2..b20dc849 100644
--- a/channels/shangwutong/internal/store/store_test.go
+++ b/channels/shangwutong/internal/store/store_test.go
@@ -102,6 +102,128 @@ func TestMigrationVersionParser(t *testing.T) {
 	}
 }
 
+func TestClassificationSyncMigrationsRoundTrip(t *testing.T) {
+	ctx := context.Background()
+	database, err := Open(ctx, filepath.Join(t.TempDir(), "migrations.db"))
+	if err != nil {
+		t.Fatal(err)
+	}
+	defer database.Close()
+
+	account, err := database.Writer().CreateAccount(ctx, dbgen.CreateAccountParams{
+		GochatAccountID: 1, GochatInboxID: 2, GochatInboxIdentifier: "id", ConfigVersion: 1,
+		SessionID: "BYT99917999", Username: "agent", Password: "password", Enabled: 1,
+		DesiredPresence: "online", GochatHmacToken: "hmac", GochatWebhookSecret: "secret",
+	})
+	if err != nil {
+		t.Fatal(err)
+	}
+	operation, err := database.Writer().InsertOutboundOperation(ctx, dbgen.InsertOutboundOperationParams{
+		AccountID: account.ID, SwtSid: "sid", EventID: "conversation:1:status:1", Operation: "end_conversation",
+		Payload: `{}`, OccurredAt: time.Now(),
+	})
+	if err != nil {
+		t.Fatal(err)
+	}
+	runMigration := func(name string) {
+		body, readErr := os.ReadFile(filepath.Join("..", "..", "db", "migrations", name))
+		if readErr != nil {
+			t.Fatal(readErr)
+		}
+		if _, execErr := database.writer.ExecContext(ctx, string(body)); execErr != nil {
+			t.Fatalf("migration %s: %v", name, execErr)
+		}
+	}
+	expectMigrationFailure := func(name string) {
+		body, readErr := os.ReadFile(filepath.Join("..", "..", "db", "migrations", name))
+		if readErr != nil {
+			t.Fatal(readErr)
+		}
+		if _, execErr := database.writer.ExecContext(ctx, string(body)); execErr == nil {
+			t.Fatalf("migration %s unexpectedly discarded data", name)
+		}
+	}
+	hasClassificationTable := func() bool {
+		var count int
+		if err := database.writer.QueryRowContext(ctx, "SELECT COUNT(*) FROM sqlite_master WHERE type = 'table' AND name = 'classification_sync_results'").Scan(&count); err != nil {
+			t.Fatal(err)
+		}
+		return count == 1
+	}
+	hasUncertainSince := func() bool {
+		rows, err := database.writer.QueryContext(ctx, "PRAGMA table_info(outbound_operations)")
+		if err != nil {
+			t.Fatal(err)
+		}
+		defer rows.Close()
+		for rows.Next() {
+			var cid, notNull, primaryKey int
+			var name, columnType string
+			var defaultValue sql.NullString
+			if err := rows.Scan(&cid, &name, &columnType, &notNull, &defaultValue, &primaryKey); err != nil {
+				t.Fatal(err)
+			}
+			if name == "uncertain_since" {
+				return true
+			}
+		}
+		if err := rows.Err(); err != nil {
+			t.Fatal(err)
+		}
+		return false
+	}
+
+	if !hasClassificationTable() || !hasUncertainSince() {
+		t.Fatal("latest migrations were not applied")
+	}
+	runMigration("011_add_classification_sync_results.down.sql")
+	if _, err := database.writer.ExecContext(ctx, "DELETE FROM schema_migrations WHERE version = 11"); err != nil {
+		t.Fatal(err)
+	}
+	runMigration("010_add_uncertain_since.down.sql")
+	if _, err := database.writer.ExecContext(ctx, "DELETE FROM schema_migrations WHERE version = 10"); err != nil {
+		t.Fatal(err)
+	}
+	if hasClassificationTable() || hasUncertainSince() {
+		t.Fatal("migration down did not remove the new schema")
+	}
+	if _, err := database.writer.ExecContext(ctx, "UPDATE outbound_operations SET delivery_status = 'uncertain'"); err != nil {
+		t.Fatal(err)
+	}
+
+	runMigration("010_add_uncertain_since.up.sql")
+	runMigration("011_add_classification_sync_results.up.sql")
+	if _, err := database.writer.ExecContext(ctx, "INSERT INTO schema_migrations(version, name) VALUES (10, '010_add_uncertain_since.up.sql'), (11, '011_add_classification_sync_results.up.sql')"); err != nil {
+		t.Fatal(err)
+	}
+	if !hasClassificationTable() || !hasUncertainSince() {
+		t.Fatal("migration up did not restore the new schema")
+	}
+	var backfilled int
+	if err := database.writer.QueryRowContext(ctx, "SELECT COUNT(*) FROM outbound_operations WHERE id = ? AND uncertain_since IS NOT NULL", operation.ID).Scan(&backfilled); err != nil {
+		t.Fatal(err)
+	}
+	if backfilled != 1 {
+		t.Fatal("uncertain_since was not backfilled")
+	}
+	if version, err := database.MigrationVersion(ctx); err != nil || version != 11 {
+		t.Fatalf("migration version = %d, %v", version, err)
+	}
+	if _, err := database.Writer().InsertClassificationSyncResult(ctx, dbgen.InsertClassificationSyncResultParams{
+		AccountID: account.ID, InboxID: account.GochatInboxID, EventID: "classification:rollback-guard",
+	}); err != nil {
+		t.Fatal(err)
+	}
+	expectMigrationFailure("011_add_classification_sync_results.down.sql")
+	if !hasClassificationTable() {
+		t.Fatal("classification results were lost during failed rollback")
+	}
+	expectMigrationFailure("010_add_uncertain_since.down.sql")
+	if !hasUncertainSince() {
+		t.Fatal("uncertain observation evidence was lost during failed rollback")
+	}
+}
+
 func TestDeferredContactMetadataMigrationOnlyRetriesMatchingFailures(t *testing.T) {
 	db, err := sql.Open("sqlite", filepath.Join(t.TempDir(), "migration.db"))
 	if err != nil {
@@ -484,6 +606,44 @@ func TestRecoverOutboundStatusSyncMakesClaimRetryable(t *testing.T) {
 	}
 }
 
+func TestRecoverClassificationSyncResultDoesNotConsumeAttempt(t *testing.T) {
+	ctx := context.Background()
+	database, err := Open(ctx, filepath.Join(t.TempDir(), "connector.db"))
+	if err != nil {
+		t.Fatal(err)
+	}
+	defer database.Close()
+	account, err := database.Writer().CreateAccount(ctx, dbgen.CreateAccountParams{
+		GochatAccountID: 1, GochatInboxID: 2, GochatInboxIdentifier: "id", ConfigVersion: 1,
+		SessionID: "BYT99917999", Username: "agent", Password: "password", Enabled: 1,
+		DesiredPresence: "online", GochatHmacToken: "hmac", GochatWebhookSecret: "secret",
+	})
+	if err != nil {
+		t.Fatal(err)
+	}
+	if _, err := database.Writer().InsertClassificationSyncResult(ctx, dbgen.InsertClassificationSyncResultParams{
+		AccountID: account.ID, InboxID: account.GochatInboxID, EventID: "classification:recover",
+	}); err != nil {
+		t.Fatal(err)
+	}
+	claimed, err := database.Writer().ClaimClassificationSyncResult(ctx)
+	if err != nil || claimed.Status != "syncing" || claimed.Attempts != 1 {
+		t.Fatalf("claimed result = %#v, %v", claimed, err)
+	}
+	if recovered, err := database.Writer().RecoverClassificationSyncResults(ctx); err != nil || recovered != 1 {
+		t.Fatalf("recovered results = %d, %v", recovered, err)
+	}
+	recovered, err := database.Reader().GetClassificationSyncResult(ctx, dbgen.GetClassificationSyncResultParams{
+		AccountID: account.ID, EventID: "classification:recover",
+	})
+	if err != nil {
+		t.Fatal(err)
+	}
+	if recovered.Status != "pending" || recovered.Attempts != 0 {
+		t.Fatalf("recovered result = %#v", recovered)
+	}
+}
+
 func TestRecoverOutboundDeliveringMarksOnlyPossiblePartUncertain(t *testing.T) {
 	ctx := context.Background()
 	database, err := Open(ctx, filepath.Join(t.TempDir(), "connector.db"))
@@ -620,7 +780,7 @@ func TestOnlineBackupCanBeOpenedReadOnly(t *testing.T) {
 		t.Fatalf("backup mode = %v", info.Mode().Perm())
 	}
 	version, err := InspectDatabase(ctx, backup)
-	if err != nil || version != 8 {
+	if err != nil || version != 11 {
 		t.Fatalf("backup version = %d, %v", version, err)
 	}
 }
diff --git a/channels/shangwutong/internal/swt/classifications.go b/channels/shangwutong/internal/swt/classifications.go
index 32efbf89..5da99423 100644
--- a/channels/shangwutong/internal/swt/classifications.go
+++ b/channels/shangwutong/internal/swt/classifications.go
@@ -30,6 +30,9 @@ func (c *Client) FetchClassificationCatalog(ctx context.Context, session Session
 	if err := session.Validate(); err != nil {
 		return ClassificationCatalog{}, err
 	}
+	if session.ClassificationCatalogLoaded {
+		return session.ClassificationCatalog, nil
+	}
 	target, err := resolveEndpoint(session.BaseURL, "oc/SiteSetting.aspx")
 	if err != nil {
 		return ClassificationCatalog{}, err
@@ -77,12 +80,42 @@ func (c *Client) ChangeCustomerColor(ctx context.Context, session Session, sid,
 	}, "change_customer_color")
 }
 
+func decodeClassificationValue(raw string) (string, error) {
+	value := raw
+	for range 2 {
+		if !strings.ContainsAny(value, "%+") {
+			return value, nil
+		}
+		decoded, err := url.QueryUnescape(value)
+		if err != nil {
+			return "", err
+		}
+		if decoded == value {
+			return value, nil
+		}
+		value = decoded
+	}
+	return value, nil
+}
+
 func parseClassificationCatalog(headers http.Header) (ClassificationCatalog, error) {
-	conversationKinds, err := parseConversationKinds(headers.Get("sidkind_share"))
+	rawKinds, err := decodeClassificationValue(headers.Get("sidkind_share"))
+	if err != nil {
+		return ClassificationCatalog{}, fmt.Errorf("decode conversation kinds: %w", err)
+	}
+	rawColorIDs, err := decodeClassificationValue(headers.Get("colorkind0_share"))
+	if err != nil {
+		return ClassificationCatalog{}, fmt.Errorf("decode customer color ids: %w", err)
+	}
+	rawColorNames, err := decodeClassificationValue(headers.Get("colorkind1_share"))
+	if err != nil {
+		return ClassificationCatalog{}, fmt.Errorf("decode customer color names: %w", err)
+	}
+	conversationKinds, err := parseConversationKinds(rawKinds)
 	if err != nil {
 		return ClassificationCatalog{}, err
 	}
-	customerColors, err := parseCustomerColors(headers.Get("colorkind0_share"), headers.Get("colorkind1_share"))
+	customerColors, err := parseCustomerColors(rawColorIDs, rawColorNames)
 	if err != nil {
 		return ClassificationCatalog{}, err
 	}
@@ -94,6 +127,7 @@ func parseConversationKinds(raw string) ([]ConversationKind, error) {
 		return []ConversationKind{}, nil
 	}
 	items := strings.Split(raw, "|")
+	items = trimTrailingEmpty(items)
 	result := make([]ConversationKind, 0, len(items))
 	seen := make(map[string]struct{}, len(items))
 	for _, item := range items {
@@ -126,7 +160,7 @@ func parseCustomerColors(rawIDs, rawNames string) ([]CustomerColorKind, error) {
 	if strings.TrimSpace(rawIDs) == "" && strings.TrimSpace(rawNames) == "" {
 		return []CustomerColorKind{}, nil
 	}
-	ids, names := strings.Split(rawIDs, "|"), strings.Split(rawNames, "|")
+	ids, names := trimTrailingEmpty(strings.Split(rawIDs, "|")), trimTrailingEmpty(strings.Split(rawNames, "|"))
 	if len(ids) != len(names) {
 		return nil, fmt.Errorf("customer color ids and names have different lengths")
 	}
@@ -146,6 +180,13 @@ func parseCustomerColors(rawIDs, rawNames string) ([]CustomerColorKind, error) {
 	return result, nil
 }
 
+func trimTrailingEmpty(values []string) []string {
+	for len(values) > 0 && strings.TrimSpace(values[len(values)-1]) == "" {
+		values = values[:len(values)-1]
+	}
+	return values
+}
+
 func classificationRequestError(operation string, response *http.Response, requestWritten bool, err error) error {
 	if response != nil && (response.StatusCode < 200 || response.StatusCode >= 300) {
 		return &Error{Operation: operation, Code: "http_error", Retryable: response.StatusCode >= 500, Err: err}
diff --git a/channels/shangwutong/internal/swt/classifications_test.go b/channels/shangwutong/internal/swt/classifications_test.go
index 0319f6eb..3b7f9efa 100644
--- a/channels/shangwutong/internal/swt/classifications_test.go
+++ b/channels/shangwutong/internal/swt/classifications_test.go
@@ -39,6 +39,26 @@ func TestFetchClassificationCatalogUsesSiteSettingHeaders(t *testing.T) {
 	}
 }
 
+func TestFetchClassificationCatalogUsesLoginSettings(t *testing.T) {
+	session := testSession()
+	session.ClassificationCatalogLoaded = true
+	session.ClassificationCatalog = ClassificationCatalog{
+		CustomerColors: []CustomerColorKind{{ID: "10", Name: "普通客户"}},
+	}
+	client := NewClient(&http.Client{Transport: roundTripFunc(func(*http.Request) (*http.Response, error) {
+		t.Fatal("SiteSetting.aspx must not be requested when login supplied settings")
+		return nil, nil
+	})})
+
+	catalog, err := client.FetchClassificationCatalog(context.Background(), session)
+	if err != nil {
+		t.Fatal(err)
+	}
+	if len(catalog.CustomerColors) != 1 || catalog.CustomerColors[0].ID != "10" {
+		t.Fatalf("catalog = %#v", catalog)
+	}
+}
+
 func TestClassificationOperationsUseNativeEndpoints(t *testing.T) {
 	var paths []string
 	server := httptest.NewServer(http.HandlerFunc(func(response http.ResponseWriter, request *http.Request) {
diff --git a/channels/shangwutong/internal/swt/client.go b/channels/shangwutong/internal/swt/client.go
index 57e1b176..30eb34ad 100644
--- a/channels/shangwutong/internal/swt/client.go
+++ b/channels/shangwutong/internal/swt/client.go
@@ -122,13 +122,16 @@ func (c *Client) Login(ctx context.Context, credentials Credentials, presence Pr
 	if err != nil {
 		return Session{}, &Error{Operation: "login", Code: "invalid_response", Err: err}
 	}
+	catalog, catalogLoaded, _ := result.ClassificationCatalog()
 	return Session{
-		BaseURL:   baseURL,
-		SessionID: credentials.SessionID,
-		SiteID:    credentials.SessionID[3:],
-		LoginName: credentials.Username,
-		MAToken:   result.MAToken(),
-		Purview:   purview,
+		BaseURL:                     baseURL,
+		SessionID:                   credentials.SessionID,
+		SiteID:                      credentials.SessionID[3:],
+		LoginName:                   credentials.Username,
+		MAToken:                     result.MAToken(),
+		Purview:                     purview,
+		ClassificationCatalog:       catalog,
+		ClassificationCatalogLoaded: catalogLoaded,
 	}, nil
 }
 
diff --git a/channels/shangwutong/internal/swt/client_test.go b/channels/shangwutong/internal/swt/client_test.go
index 3e112b81..4b772f00 100644
--- a/channels/shangwutong/internal/swt/client_test.go
+++ b/channels/shangwutong/internal/swt/client_test.go
@@ -22,7 +22,7 @@ func TestClientLogin(t *testing.T) {
 		if request.Form.Get("pwd") == "" || request.Form.Get("cid") == "" || request.Form.Get("t0") != "3" {
 			t.Fatalf("invalid login form: %#v", request.Form)
 		}
-		_, _ = response.Write([]byte("r|ok\nma|token\npurview|8388610"))
+		_, _ = response.Write([]byte("r|ok\nma|token\npurview|8388610\ncolorkind0|0%7C2%7C\ncolorkind1|%25E6%2599%25AE%25E9%2580%259A%25E5%25AE%25A2%25E6%2588%25B7%257CVIP%7C"))
 	}))
 	defer server.Close()
 
@@ -34,6 +34,9 @@ func TestClientLogin(t *testing.T) {
 	if session.MAToken != "token" || session.SessionID != "BYT99917999" || session.SiteID != "99917999" || session.Purview == nil || *session.Purview != 8388610 || !session.AllowsJoiningOtherOperatorDialogue() {
 		t.Fatalf("unexpected session: %#v", session)
 	}
+	if !session.ClassificationCatalogLoaded || len(session.ClassificationCatalog.CustomerColors) != 2 || session.ClassificationCatalog.CustomerColors[0].Name != "普通客户" {
+		t.Fatalf("login classification catalog = %#v", session.ClassificationCatalog)
+	}
 }
 
 func TestXSTSignatureKnownVector(t *testing.T) {
diff --git a/channels/shangwutong/internal/swt/login.go b/channels/shangwutong/internal/swt/login.go
index 8c581212..6bf6a2d6 100644
--- a/channels/shangwutong/internal/swt/login.go
+++ b/channels/shangwutong/internal/swt/login.go
@@ -20,6 +20,43 @@ type LoginResult struct {
 
 func (r LoginResult) MAToken() string { return r.Values["ma"] }
 
+func (r LoginResult) ClassificationCatalog() (ClassificationCatalog, bool, error) {
+	read := func(key string) (string, bool) {
+		if value, ok := r.Values[key]; ok {
+			return value, true
+		}
+		value, ok := r.Values[key+"_share"]
+		return value, ok
+	}
+
+	rawKinds, hasKinds := read("sidkind")
+	rawColorIDs, hasColorIDs := read("colorkind0")
+	rawColorNames, hasColorNames := read("colorkind1")
+	if !hasKinds && !hasColorIDs && !hasColorNames {
+		return ClassificationCatalog{}, false, nil
+	}
+
+	var err error
+	if rawKinds, err = decodeClassificationValue(rawKinds); err != nil {
+		return ClassificationCatalog{}, true, fmt.Errorf("decode conversation kinds: %w", err)
+	}
+	if rawColorIDs, err = decodeClassificationValue(rawColorIDs); err != nil {
+		return ClassificationCatalog{}, true, fmt.Errorf("decode customer color ids: %w", err)
+	}
+	if rawColorNames, err = decodeClassificationValue(rawColorNames); err != nil {
+		return ClassificationCatalog{}, true, fmt.Errorf("decode customer color names: %w", err)
+	}
+	conversationKinds, err := parseConversationKinds(rawKinds)
+	if err != nil {
+		return ClassificationCatalog{}, true, err
+	}
+	customerColors, err := parseCustomerColors(rawColorIDs, rawColorNames)
+	if err != nil {
+		return ClassificationCatalog{}, true, err
+	}
+	return ClassificationCatalog{ConversationKinds: conversationKinds, CustomerColors: customerColors}, true, nil
+}
+
 func (r LoginResult) Purview() (*uint64, error) {
 	raw := strings.TrimSpace(r.Values["purview"])
 	if raw == "" {
diff --git a/channels/shangwutong/internal/swt/login_test.go b/channels/shangwutong/internal/swt/login_test.go
index 36cecf03..3d3055e7 100644
--- a/channels/shangwutong/internal/swt/login_test.go
+++ b/channels/shangwutong/internal/swt/login_test.go
@@ -15,6 +15,20 @@ func TestParseLoginResponse(t *testing.T) {
 	}
 }
 
+func TestLoginResultClassificationCatalogDecodesDoubleEncodedValues(t *testing.T) {
+	result, err := ParseLoginResponse("r|ok\nma|token\nsidkind|1%2C%E5%9C%A8%E7%BA%BF%E5%92%A8%E8%AF%A2%2C0\ncolorkind0|0%7C2%7C\ncolorkind1|%25E6%2599%25AE%25E9%2580%259A%25E5%25AE%25A2%25E6%2588%25B7%257CVIP%7C")
+	if err != nil {
+		t.Fatal(err)
+	}
+	catalog, loaded, err := result.ClassificationCatalog()
+	if err != nil {
+		t.Fatal(err)
+	}
+	if !loaded || len(catalog.ConversationKinds) != 1 || catalog.ConversationKinds[0].Name != "在线咨询" || len(catalog.CustomerColors) != 2 || catalog.CustomerColors[0].Name != "普通客户" {
+		t.Fatalf("catalog = %#v, loaded = %v", catalog, loaded)
+	}
+}
+
 func TestParseLoginResponseClassifiesFailures(t *testing.T) {
 	tests := []struct {
 		body string
diff --git a/channels/shangwutong/internal/swt/operations.go b/channels/shangwutong/internal/swt/operations.go
index 0830a852..2f46e5cb 100644
--- a/channels/shangwutong/internal/swt/operations.go
+++ b/channels/shangwutong/internal/swt/operations.go
@@ -104,8 +104,11 @@ func (c *Client) ChangeContactName(ctx context.Context, session Session, sid, ci
 	if strings.TrimSpace(cid) == "" || strings.TrimSpace(name) == "" {
 		return errors.New("cid and name are required")
 	}
-	return c.sessionOperation(ctx, session, "oc/changecname.aspx", map[string]string{
-		"sid": sid, "cid": cid, "cname": name, "cnote": "",
+	// RenamedThread in the reference client sends cnote explicitly, even when
+	// the anonymous visitor has no remote note. GoChat notes stay independent.
+	return c.formOperation(ctx, session, "oc/changecname.aspx", url.Values{
+		"sid": {strings.TrimSpace(sid)}, "oname": {session.LoginName}, "siteid": {session.SiteID},
+		"cname": {strings.TrimSpace(name)}, "cnote": {""}, "cid": {strings.TrimSpace(cid)}, "sn": {session.MAToken},
 	}, "change_contact_name")
 }
 
diff --git a/channels/shangwutong/internal/swt/operations_test.go b/channels/shangwutong/internal/swt/operations_test.go
index 56c1ec3d..330ad7a2 100644
--- a/channels/shangwutong/internal/swt/operations_test.go
+++ b/channels/shangwutong/internal/swt/operations_test.go
@@ -100,23 +100,35 @@ func TestSessionOperationsUseDocumentedEndpoints(t *testing.T) {
 	}
 }
 
-func TestChangeContactNameUsesDocumentedForm(t *testing.T) {
+func TestChangeContactNameUsesReferenceClientForm(t *testing.T) {
+	var requests atomic.Int64
 	server := httptest.NewServer(http.HandlerFunc(func(response http.ResponseWriter, request *http.Request) {
+		requests.Add(1)
 		if request.URL.Path != "/oc/changecname.aspx" {
 			t.Fatalf("path = %q", request.URL.Path)
 		}
 		if err := request.ParseForm(); err != nil {
 			t.Fatal(err)
 		}
-		if request.Form.Get("sid") != "visitor" || request.Form.Get("cid") != "cid-1" || request.Form.Get("cname") != "新名字" || request.Form.Get("cnote") != "" {
-			t.Fatalf("form = %#v", request.Form)
+		want := map[string]string{
+			"sid": "visitor", "oname": "agent", "siteid": "99917999", "cname": "新名字",
+			"cnote": "", "cid": "cid-1", "sn": "token",
+		}
+		for key, value := range want {
+			if request.Form.Get(key) != value {
+				t.Fatalf("form[%q] = %q, want %q; form = %#v", key, request.Form.Get(key), value, request.Form)
+			}
 		}
 		response.Header().Set("r", "ok")
 	}))
 	defer server.Close()
+
 	if err := NewClient(rewriteTransportClient(server.URL)).ChangeContactName(context.Background(), testSession(), "visitor", "cid-1", "新名字"); err != nil {
 		t.Fatal(err)
 	}
+	if requests.Load() != 1 {
+		t.Fatalf("remote requests = %d", requests.Load())
+	}
 }
 
 func TestTransferConversationUsesDocumentedForm(t *testing.T) {
diff --git a/channels/shangwutong/internal/swt/types.go b/channels/shangwutong/internal/swt/types.go
index 32ae9774..a9b784eb 100644
--- a/channels/shangwutong/internal/swt/types.go
+++ b/channels/shangwutong/internal/swt/types.go
@@ -90,6 +90,12 @@ type Session struct {
 	LoginName string
 	MAToken   string
 	Purview   *uint64
+
+	// Some SWT servers return classification settings during login and omit
+	// them from SiteSetting.aspx. Keep that response so catalog reads remain
+	// usable on those servers.
+	ClassificationCatalog       ClassificationCatalog
+	ClassificationCatalogLoaded bool
 }
 
 type XSTRoute struct {
diff --git a/channels/shangwutong/sqlc.yaml b/channels/shangwutong/sqlc.yaml
index f3165468..e9597571 100644
--- a/channels/shangwutong/sqlc.yaml
+++ b/channels/shangwutong/sqlc.yaml
@@ -6,6 +6,9 @@ sql:
       - "db/migrations/006_add_xst_outbound_stages.up.sql"
       - "db/migrations/007_add_xst_reception_sync.up.sql"
       - "db/migrations/008_add_classification_operation_results.up.sql"
+      - "db/migrations/009_add_operation_result_compensations.up.sql"
+      - "db/migrations/010_add_uncertain_since.up.sql"
+      - "db/migrations/011_add_classification_sync_results.up.sql"
     queries: "db/queries"
     gen:
       go:
diff --git a/deploy/docker/Dockerfile b/deploy/docker/Dockerfile
index 075884f0..3d5604d7 100644
--- a/deploy/docker/Dockerfile
+++ b/deploy/docker/Dockerfile
@@ -94,8 +94,9 @@ COPY backend/scripts/db_backup.sh backend/scripts/db_restore.sh deploy/docker/da
 
 ENV GOCHAT_FRONTEND_DIST=/app/frontend/dist
 
-# Set ownership to non-root user
-RUN mkdir -p /app/storage/uploads && chown -R gochat:gochat /app/storage
+# Set ownership to non-root user and ensure migration files are readable.
+RUN chmod -R a+rX /app/migrations && \
+    mkdir -p /app/storage/uploads && chown -R gochat:gochat /app/storage
 
 # Switch to non-root user for security
 USER gochat
diff --git a/docs/plans/2026-09-11-shangwutong-classification-sync-plan.md b/docs/plans/2026-09-11-shangwutong-classification-sync-plan.md
index 5a12e423..85beeb98 100644
--- a/docs/plans/2026-09-11-shangwutong-classification-sync-plan.md
+++ b/docs/plans/2026-09-11-shangwutong-classification-sync-plan.md
@@ -1,7 +1,7 @@
 # 商务通分类同步与会话分类配置实施计划
 
 > 日期：2026-09-11
-> 状态：首版实现完成，待真实商务通账号灰度验证
+> 状态：首版本地实现完成，外部协议/真实商务通账号灰度验证仍待完成
 > 后续能力缺口修复：[`2026-09-12-shangwutong-capability-gap-repair-plan.md`](2026-09-12-shangwutong-capability-gap-repair-plan.md)
 > 关联调研：[`docs/research/2026-09-11-shangwutong-pc-classification-protocol.md`](../research/2026-09-11-shangwutong-pc-classification-protocol.md)
 
@@ -236,10 +236,10 @@ shangwutong_classification_caches
 - Connector 回调客户端：`channels/shangwutong/internal/gochat/classifications.go`；
 - Connector 会话操作：`channels/shangwutong/internal/delivery/outbound.go`；
 - Connector webhook 分发：`channels/shangwutong/internal/httpapi/server.go`；
-- GoChat 缓存模型与迁移：`backend/internal/model/channel_shangwutong_classification_cache.go`、`backend/migrations/000087_*`；
-- GoChat API 与任务：`backend/internal/handler/api/v1/shangwutong_connector_handler.go`、`backend/internal/service/shangwutong_webhook_delivery.go`；
+- GoChat 缓存模型与迁移：`backend/internal/model/channel_shangwutong_classification_cache.go`、`backend/migrations/000087_*`；同步事件使用 `last_sync_event_id` 做代际保护；
+- GoChat API 与任务：`backend/internal/handler/api/v1/shangwutong_connector_handler.go`、`backend/internal/service/shangwutong_webhook_delivery.go`；分类回调按 operation 保存状态并对 customer color 做同 contact-inbox 会话传播；
 - 前端同步按钮：`frontend/app/javascript/dashboard/routes/dashboard/settings/inbox/channels/ShangwutongConfiguration.vue`；
-- 前端会话下拉：`frontend/app/javascript/dashboard/routes/dashboard/conversation/ShangwutongClassifications.vue`。
+- 前端会话下拉：`frontend/app/javascript/dashboard/routes/dashboard/conversation/ShangwutongClassifications.vue`；按会话/操作 generation 丢弃过期请求，分别展示 chatkind/customer color 的 pending、失败和不确定状态。
 
 验证结果：
 
@@ -249,4 +249,4 @@ cd backend && GOCHAT_TEST_DB=sqlite go test ./...
 cd frontend && pnpm build
 ```
 
-均已通过。前端修改文件的 ESLint 无错误；现有设置组件保留一条既有的动态 i18n key warning。真实商务通账号的灰度协议验证仍待安排。
+均已通过。另已通过后端/Connector 的分类回调幂等、旧事件隔离、客户颜色同 contact-inbox 传播和无关属性保留回归测试；前端修改文件的 ESLint 无错误。真实商务通账号的灰度协议验证仍待安排，RESET、独立远程资料事件及 kind=52 历史能力仍不开放。
diff --git a/docs/plans/2026-09-12-shangwutong-capability-gap-repair-plan.md b/docs/plans/2026-09-12-shangwutong-capability-gap-repair-plan.md
index fb33ab23..bb3af66b 100644
--- a/docs/plans/2026-09-12-shangwutong-capability-gap-repair-plan.md
+++ b/docs/plans/2026-09-12-shangwutong-capability-gap-repair-plan.md
@@ -1,9 +1,11 @@
 # 商务通消息与联系人/会话资料能力缺口修复计划
 
 > 日期：2026-09-12  
-> 状态：已完成文档补缺审查；修复待实施，范围决策待确认；现有自动化基线通过不代表新增能力完成。
+> 状态：**部分实现，实施后审查未通过，待整改**。现有本地测试通过不覆盖新发现的回调、事务、CID、恢复和 UI 缺陷，不可仅以“待灰度”描述。未冻结的能力继续关闭。
 >
-> 审查基线：`main@6e62f5094fa2381c5b283eeb9be3f94a95096f1c` 加 2026-09-12 当前未提交工作树（包括分类相关改动），不是纯 HEAD 或已发布版本。
+> 整改入口：[`2026-09-13-shangwutong-review-remediation-plan.md`](2026-09-13-shangwutong-review-remediation-plan.md)，列出 F01–F18 的触发场景、修复方向与验收门槛。本轮只落地文档，尚未修复这些问题。
+>
+> 初始审查基线：`main@6e62f5094fa2381c5b283eeb9be3f94a95096f1c` 加 2026-09-12 未提交工作树。实施后复审基线：`main@0dd188c46f41e9d89644e25fe3c0b6a06ed9ae73` 加 2026-09-13 本次未提交变更（含未跟踪文件），均不是已发布版本。
 >
 > 总计划：[`2026-07-31-shangwutong-connector-development-plan.md`](2026-07-31-shangwutong-connector-development-plan.md)  
 > 分类计划：[`2026-09-11-shangwutong-classification-sync-plan.md`](2026-09-11-shangwutong-classification-sync-plan.md)
@@ -46,41 +48,44 @@
 | ID | 优先级 | 状态 | 缺口与目标 |
 | --- | ---: | --- | --- |
 | SWT-R01 | P0 | 待产品确认 | 冻结 `cnote` 是否纳入范围，以及它与 GoChat Contact Note 的关系；若不做，必须在 UI/API/文档中明确“不支持”。 |
-| SWT-R02 | P0 | 待实施 | 先验证并阻断现有改名发送空 `cnote` 造成远程备注丢失的风险，此安全项不依赖 R01；双向编辑仅在 R01 批准后补齐输入、持久化、出入站映射、冲突和失败处理。 |
-| SWT-R03 | P1 | 待实施 | 补齐联系人姓名修改的最终状态回写。远程 rename 的成功、失败、不确定结果必须能回到 GoChat，并在 UI 中呈现 pending/failed/uncertain；不能在 Connector 接受 202 后视为远程成功。 |
-| SWT-R04 | P1 | 待实施 | 处理姓名修改与 CID 获取之间的竞态。缺少 CID 时不得静默丢弃；应延迟到 CID 可用后重放，或向用户返回明确不可执行状态。 |
+| SWT-R02 | P0 | 部分实现（协议安全门禁未闭合；F01） | 先验证并阻断现有改名发送空 `cnote` 造成远程备注丢失的风险，此安全项不依赖 R01；双向编辑仅在 R01 批准后补齐输入、持久化、出入站映射、冲突和失败处理。 |
+| SWT-R03 | P1 | 部分实现（状态/结果恢复/UI 缺口；F02–F04/F09/F10/F14） | 补齐联系人姓名修改的最终状态回写。远程 rename 的成功、失败、不确定结果必须能回到 GoChat，并在 UI 中呈现 pending/failed/uncertain；不能在 Connector 接受 202 后视为远程成功。 |
+| SWT-R04 | P1 | 部分实现（断连重试/晚到 CID 过期缺陷；F04/F08） | 处理姓名修改与 CID 获取之间的竞态。缺少 CID 时进入 durable operation 等待队列；CID 到达唤醒同一 `(account_id, SID)` 的待处理 rename，超过 24 小时回写 `cid_wait_timeout`，不受普通 10 次重试上限影响。 |
 | SWT-R05 | P1 | 待实施 | 补齐商务通远程 `chatkind` → GoChat 的入站同步，并区分远程事件与 GoChat 发起操作的确认回调。 |
-| SWT-R06 | P1 | 待实施 | 明确客户颜色的渠道客户级作用域。至少以 `(account_id, inbox_id, CID)` 隔离，关联 `(inbox_id, source_id)`；在同一远程身份范围传播到相关会话，统一 ID/名称，禁止裸 CID 跨站点归并。 |
+| SWT-R06 | P1 | 部分实现（CID 范围/原子传播待修；F06/F07） | 明确客户颜色的渠道客户级作用域。至少以 `(account_id, inbox_id, CID)` 隔离，关联 `(inbox_id, source_id)`；在同一远程身份范围传播到相关会话，统一 ID/名称，禁止裸 CID 跨站点归并。 |
 | SWT-R07 | P1 | 待确认 | 审核会话分类修改的角色权限；Connector 服务鉴权和资源范围已有，但分类修改方法未见独立角色级限制。 |
 | SWT-R08 | P2 | 待实施 | 在商务通会话联系人侧栏补充 GoChat 原生 Contact Label 的入口（如产品需要），但保持其与商务通颜色分类完全独立。 |
-| SWT-R09 | P2 | 待实施 | 当前联系人备注 HTTP 路由实际使用 `ContactService → NoteRepo → notes`；先盘点 `contact_notes` 历史数据及写入方，无迁移/回滚证据不得删表；补齐 API/store 和会话侧栏、联系人详情两处编辑 UI。 |
+| SWT-R09 | P2 | 部分实现（编辑数据安全/草稿待修；F12/F13；迁移待盘点） | 当前联系人备注 HTTP 路由实际使用 `ContactService → NoteRepo → notes`；先盘点 `contact_notes` 历史数据及写入方，无迁移/回滚证据不得删表；补齐 API/store 和会话侧栏、联系人详情两处编辑 UI。 |
 | SWT-R10 | P2 | 待确认 | 分别冻结 kind=52 被动历史正文导入、主动历史拉取、消息编辑、反应四项范围；当前 kind=52 仅提取 CID，不导入历史正文，亦无完整主动分页历史 API。 |
 | SWT-R11 | P1 | 待实施 | 增加跨系统端到端测试和真实账号灰度验证，覆盖姓名、`cnote`、CID、分类、多会话和失败重试。 |
-| SWT-R12 | P2 | 待实施 | 补充 README、runbook 和分类计划中的能力矩阵、错误状态、未支持项和灰度验收证据。 |
-| SWT-R13 | P1 | 待实施 | 修复原生会话标签更新返回对象、前端预期数组的契约不匹配；验证普通更新、批量增删、筛选、GET、序列化的数据源一致性。 |
-| SWT-R14 | P1 | 待实施 | 资料操作和 catalog 同步补持久化关联、重复/乱序保护、原子更新及最终状态；验证事件 ID 不等于验证操作真实存在，旧回调不得覆盖新值。 |
-| SWT-R15 | P1 | 待实施 | 补联系人合并/软删除、inbox 删除/停用/重绑定、配置版本变化时，资料归属与 pending 操作/旧回调的迁移或终止规则。 |
-| SWT-R16 | P1 | 待实施 | 补原生姓名/备注/标签/合并/删除的真实路由权限、父联系人有效性与跨租户校验；复用现有六个二值权限，不新增三态或 CE/EE 限制。 |
-| SWT-R17 | P1 | 待实施 | 补分类组件切换会话竞态、独立操作状态、延迟确认、catalog 失效及刷新后恢复；旧请求不得更新新会话 UI。 |
-| SWT-R18 | P1 | 待实施 | 复用现有操作结果队列补 rename、结果重试耗尽补偿、catalog 回传失败可恢复性；保留不确定证据，补账号级队头阻塞监控与恢复验收。 |
+| SWT-R12 | P2 | 部分实现（已落地整改文档；F18） | README、runbook、分类计划和能力矩阵需随整改同步；监控实现与完成声明须核实，真实灰度证据仍待补。 |
+| SWT-R13 | P1 | 部分实现（响应数组已修，双数据源未统一；F16） | 修复原生会话标签更新返回对象、前端预期数组的契约不匹配；验证普通更新、批量增删、筛选、GET、序列化的数据源一致性。 |
+| SWT-R14 | P1 | 部分实现（回调/代际/原子提交缺陷；F02–F07/F11） | 资料操作和 catalog 同步补持久化关联、重复/乱序保护、原子更新及最终状态；分类回调必须匹配已持久化 operation 的 event、目标和值，未知/错目标回调拒绝。 |
+| SWT-R15 | P1 | 部分实现（待生命周期验收） | 补联系人合并/软删除、inbox 删除/停用/重绑定、配置版本变化时，资料归属与 pending 操作/旧回调的迁移或终止规则。 |
+| SWT-R16 | P1 | 部分实现（待全量权限验收） | 补原生姓名/备注/标签/合并/删除的真实路由权限、父联系人有效性与跨租户校验；复用现有六个二值权限，不新增三态或 CE/EE 限制。 |
+| SWT-R17 | P1 | 部分实现（持久状态恢复/独立字段待修；F15） | 补分类组件切换会话竞态、独立操作状态、延迟确认、catalog 失效及刷新后恢复；旧请求不得更新新会话 UI。 |
+| SWT-R18 | P1 | 部分实现（不确定/耗尽补偿/catalog 恢复待实现；F03/F08–F11/F18） | 复用现有操作结果队列补 rename、结果重试耗尽补偿、catalog 回传失败可恢复性；保留不确定证据，补账号级队头阻塞监控和人工结果重放验收。 |
 
 ### 3.1 审查确认的具体缺口
 
-以下为静态证据，不表示已通过失败复现测试；实现时以符号和实际工作树复核，不能将本节直接计为修复完成。
+以下按 2026-09-13 实施后复审更新；除分类同 event 异目标值已运行复现外，均为源码/调用链证据，不表示已执行对应并发或端到端测试。修复用例、顺序与证据口径见整改计划；不能将本节直接计为完成。
 
 | 证据位置 | 当前事实 | 补充约束 |
 | --- | --- | --- |
-| `ConversationHandler.UpdateLabels`；`dashboard/store/modules/conversationLabels.js`；上游 `conversations/labels/create.json.jbuilder` | 更新返回 `payload: {conversationId, labels}`，store 直接保存 payload，消费者需要数组；上游返回数组 | R13 修复真实响应；mock action 测试通过不足以证明兼容 |
-| `ShangwutongConnectorHandler.UpdateClassificationStatus` | 校验幂等 header 和 event_id 的拼接，但未核对持久化 pending 操作；读改写整份 `additional_attributes` | R14 绑定实际操作、目标及字段，防伪造关联、重复、乱序和丢失并发属性 |
-| 同上；`UpdateClassificationCatalog/UpdateClassificationSyncStatus` | 会话分类与颜色共享一个状态槽；catalog 仅记最近成功 event_id，失败回调无代际约束 | 不同操作不得互相吞状态，旧失败不能覆盖新同步成功，重复回调不刷新版本 |
-| `ShangwutongClassifications.vue` 的 `waitForConfirmation/fetchClassifications` | 保存后最多 10 次、间隔 500ms 查询；异步流程持续读取当前 props；未确认后仍可再次操作 | 固定请求目标并忽略失效响应；区分仍 pending、failed、uncertain，刷新后可恢复，不能因前端等待结束判失败 |
-| `ContactLabels.vue` 的 mounted/watch | 初次加载依赖路由 contactId，而会话侧栏可能只传 prop | R08 复用组件前补首次 prop 加载、切换隔离；全量替换标签前必须读到完整旧集合 |
-| `ContactService.GetNote/UpdateNote/DeleteNote`；上游 contacts/base_controller | 单条操作检查备注归属，但未统一加载有效父联系人；上游先加载账户内联系人 | R16 补软删除后的单条访问负向用例，与列表/新增语义一致 |
-| Connector `swt/operations.go:ChangeContactName`；参考 Android `RenamedThread.java` | Go 实现显式发送 `cnote: ""`，Android 传入调用者提供的备注；服务器清空语义尚未实测 | R02 不能断言一定清空或认定空值安全；缺省/空串/原值三种形态必须有协议证据 |
-| Connector `delivery/inbound.go`、`db/queries/inbound.sql` | 已有 CID→GoChat 的延期回调，联系人尚未创建可等待至事件创建后 24 小时；不是缺 CID 时的人工改名意图队列 | R04 保留已有机制，仅补相反方向缺口及到期处置 |
-| `db/queries/operations.sql`、`delivery/outbound.go` | 结果队列目前仅覆盖分类/颜色；回调达 10 次后进入 failed，重启仅恢复 syncing；pending/syncing 结果会阻挡同账号后续操作 | R18 扩展现有机制，补仅重放结果的人工补偿，不重复远程写 |
-| 同上 | uncertain 观察窗口为 5 分钟，超时写 failed/`uncertain_timeout`；依赖的 updated_at 也会被回调重试更新 | 超时仍非远程拒绝证据；固定截止需独立时间字段，不能让重试无限延后观察窗口 |
-| `account/manager.go:SyncClassifications`、`httpapi/server.go` | catalog 同步直接执行并回传，失败状态回传错误被忽略，不走分类操作结果队列 | R18 单独补 catalog 故障恢复，不能套用业务操作持久回传保证 |
+| `ConversationHandler.UpdateLabels`、conversation label repositories/store | 普通响应已改为数组；普通更新与批量/关联删除仍使用不同数据源 | R13/F16 补混合真实路由一致性 |
+| `ShangwutongConnectorHandler.UpdateClassificationStatus`、联系人结果 handler | 分类已检查事件但未拒绝同 event 异目标值；联系人无实际 operation 也能接受结果 | R14/F02 锁内绑定真实操作与不可变目标 |
+| 分类 pending helper、`shangwutong_webhook_delivery.go` | 分类状态与任务仍分开提交；资料 webhook 投递永久失败缺少对应状态收尾 | F03 同事务入队、事件匹配补偿，区分明确拒绝与投递不明 |
+| `shangwutong_contact_listener.go` | 改名状态与入队已同事务；但用请求时间与旧回调 updated_at 比较，可能发送新操作却不接纳其状态 | F04 使用不可变请求代际 |
+| 分类颜色传播、catalog handlers | 颜色主要按 contact-inbox 而非同 inbox/CID 多 SID；peer 先写后发现 stale 可部分提交；catalog 代际检查与 Save 非原子 | F05–F07 补原子代际、传播与身份范围 |
+| `ShangwutongClassifications.vue` | 已捕获请求目标和区分状态槽；刷新不恢复持久状态，一字段失败可重置另一字段，查询结束推断 uncertain | F15 补独立状态与组件用例 |
+| `ContactLabels.vue`、`ContactService.GetNote/UpdateNote/DeleteNote` | 已改进 prop 首次加载和有效父联系人校验 | 保留修复；R16 完整权限/生命周期验收仍待完成 |
+| 两处 `ContactNotes.vue`、`Editor.vue` | 新编辑弹窗继承 200 字符截断；会话编辑快捷键走 create；切换/失败草稿仍有缺陷 | F12/F13 防止数据损失并补组件测试 |
+| Connector `ChangeContactName`；参考 `RenamedThread.java` | 已省略空 cnote，但省略语义未验证时仍发送远程改名 | R02/F01 必须有实际 fail-closed 门禁，不断言已证实备注损坏 |
+| Connector `processOperation`、CID wake SQL | 已有等待与唤醒；检查在 WithSession 内，断连可提前耗尽；晚到 CID 可绕过 24h 过期 | F08 分离等待与发送预算并持久执行截止 |
+| operation 结果 SQL、`processOperationResult` | 结果队列已扩展 rename；uncertain 超时仍变 failed，截止受 updated_at 影响；耗尽后无结果补偿入口 | F09/F10 保留证据、固定观察截止、仅结果补偿 |
+| `SyncClassifications`、`httpapi/server.go` | catalog 同步直接执行，失败状态回传错误被忽略 | F11 补持久恢复，不套用业务操作结果保证 |
+| 联系人 public API、serializer、前端改名入口 | 来源 header 与事件测试尚未贯通真实路径；已序列化改名状态无前端消费者 | F14/F17 补实际 UI/路由证据，不宣称现有路径已发生循环 |
+| Connector metrics 与 runbook | 部分规划指标无生产者 | F18 如实标明待实现，并补操作队列告警/补偿 |
 
 ### 3.2 实施前必须冻结的契约
 
@@ -107,10 +112,10 @@
 
 - [ ] 先为“仅改姓名、不损坏已有远程备注”建立协议门禁；协议未知时阻止危险请求，不能等待双向备注获批再处理。
 - [ ] 仅在 R01 批准后扩展 `contact_updated` 及消费端 `cnote` 解码、入站映射和持久化；单加 webhook 字段不足以打通链路。
-- [ ] 为 rename 建立可查询的 GoChat 结果状态：`pending`、`succeeded`、`failed`、`uncertain`；复用 `outbound_operations` 终态/结果回传，不新建一套通用调度系统。
-- [ ] 结果回调具有幂等键和持久重试；远程已执行但响应丢失维持不确定、禁止自动重发副作用。超过结果补传上限可告警并仅重放原结果，重启不等于死信已恢复。
-- [ ] CID 缺失时将姓名修改放入待处理队列；CID 到达后按联系人/inbox/source 幂等重放。
-- [ ] 对远程入站姓名/备注更新增加来源标记，避免把远程同步误判为新的人工修改。
+- [ ] 为 rename 建立可查询且 UI 可见的 `pending/succeeded/failed/uncertain`；已有结果队列仍需修复关联、代际和 UI（F02/F04/F14）。
+- [ ] 结果回调幂等且持久重试；响应丢失保持不确定，不重复远程副作用；实现耗尽告警及仅结果补偿（F09/F10/F18），不是仅待演练。
+- [ ] CID 缺失保留操作、到达唤醒、24h 过期；补断连重试/晚到 CID/连续改名和重启用例（F04/F08），既有 helper 测试不代表完整等待策略通过。
+- [ ] 来源标记须通过真实 Connector public API 到保存/事件/listener 链路验证（F17）；当前路径不发事件不能被描述为已验证完整事件传播。
 
 ### 阶段 2：商务通分类一致性
 
@@ -122,8 +127,8 @@
 - [ ] 分类修改失败/不确定时保留明确状态，不显示虚假成功。
 - [ ] 评估并实现 `RESET` 清除能力；协议未验证前继续保持禁用。
 - [ ] 为分类修改补充角色权限校验和跨 inbox/跨 account 负向测试。
-- [ ] R14：保存实际 pending 操作并核对结果关联；catalog 请求/回调按代际处理，原子更新属性，不丢并行消息/分类产生的无关字段。
-- [ ] R17：分类与颜色分别展示已确认值、请求值、pending/失败/不确定；切换会话/inbox/卸载后旧查询不可污染当前 UI。catalog 名称变更、ID 删除/未知/过期和失败后旧缓存的可用策略须明确。
+- [ ] R14：保存实际操作并核对结果目标；catalog 代际和传播写入原子化，补 F02–F07/F11 的失败与并发回归，不丢无关属性。
+- [ ] R17：分别恢复和展示已确认值、请求值及持久状态；仅重置失败字段，停止前端等待不改变远程结果；补 F15 组件/刷新/切页/catalog 失效用例。
 
 ### 阶段 3：GoChat 原生资料能力
 
@@ -191,16 +196,16 @@
 | 实时消息及最终状态 | 已有链路；本轮只跑本地回归，未重新验证所有真实消息类型 | R10/R11，V23/V24 |
 | kind=52 被动历史 | 仅提取 CID，不导入历史正文；保留原始事件不等于页面可读历史 | R10，V21 |
 | 主动历史拉取、编辑、反应 | 未见完整能力；逐项待范围确认，不能与撤回混同 | R10，V22 |
-| 人工姓名出站 | 已有异步执行；缺最终状态、缺 CID 意图保全，另有空备注风险 | R02–R04/R18，V01/V03–V06 |
-| 远程姓名/备注入站 | 事件字段/来源与冲突契约待验证，不把普通消息带姓名当作完整资料事件同步 | R01/R02，V02/V07 |
+| 人工姓名出站 | 已有 durable 链路；协议安全门禁、CID 截止、结果恢复及 UI 展示未闭合，不能按完成验收 | R02–R04/R18，V01/V03–V06 |
+| 远程姓名/备注入站 | 已添加来源 header/事件字段；实际 public API 走直接保存，完整事件传播未验证；独立资料事件语义仍待证据 | R01/R02，V02/V07 |
 | `cnote` 双向编辑 | 未实现、未获范围确认；独立于 Contact Note | R01/R02，V01/V02 |
-| 分类 catalog | 有读取/缓存/手工同步；失败回传和同步代际保证不完整 | R14/R18，V11/V12 |
+| 分类 catalog | 读取/缓存/手工同步已有；已补 login 返回字段作为真实服务器的 catalog 来源，并支持双重 URL 解码/尾分隔符；失败回传和同步代际保证仍不完整 | R14/R18，V11/V12 |
 | 会话分类出站 / 远程入站 | 出站及结果队列已有；独立远程修改事件尚待证据与实现 | R05/R14，V07–V09 |
-| 客户颜色入站/出站 | kind=29 当前只写会话文本属性；出站已有，客户级传播和 ID/名称一致性未完成 | R06，V10/V12 |
+| 客户颜色入站/出站 | 已确认真实 kind=29 载荷为数字 color ID（本次为 `10`）；当前仍只写会话文本属性，出站已有，客户级传播和 ID/名称一致性未完成 | R06，V10/V12 |
 | 分类/颜色清除 | 出站 RESET 仍禁用，需单独协议门禁 | R05/R06，V13 |
-| 原生 Contact Label | 本地能力已有；商务通侧栏入口待确认及首次加载修复 | R08，V16 |
-| 原生 Conversation Label | 本地链路已有，但响应与 store 不匹配，数据源一致性待核对 | R13，V15 |
-| 原生 Contact Note | 当前 HTTP 使用 notes；编辑 API/store/UI、历史表安全及有效父联系人待补 | R09/R16，V17/V18 |
+| 原生 Contact Label | 本地能力已有，prop 首次加载保护已改进；商务通侧栏入口仍待产品确认，组件验收待补 | R08，V16 |
+| 原生 Conversation Label | 响应数组已修；普通/批量/关联删除仍有双数据源不一致，未完成完整 R13 | R13，V15 |
+| 原生 Contact Note | 当前 HTTP 使用 notes；update API/store 和父联系人校验已有，编辑截断/快捷键/草稿隔离待修，历史表盘点仍待补 | R09/R16，V17/V18 |
 | CRM 标签 | 保持独立，本期不新增映射或同步 | R12，V19 |
 
 ### 6.2 必须新增或补齐的验收矩阵
@@ -235,45 +240,57 @@
 | V24 | R10/R11 | 文本/图片/文件/语音、撤回先后、输入状态及会话控制回归；保留幂等与 progress/sent/failed/uncertain，资料修复不改变消息语义 | 现有自动化＋授权真实账号 |
 | V25 | R02/R11/R18 | 全链路以操作 ID 关联但不记录明文姓名/备注/token/签名；日志、错误/UI 不泄露跨租户数据，补偿可审计 | 日志检查＋负向测试 |
 
-### 6.3 本轮实际执行的验证（2026-09-12）
+### 6.3 实施阶段历史验证记录（2026-09-13）
 
-以下命令从仓库根目录分别运行；只验证当前工作树既有代码，**本轮未新增业务代码或回归测试**。
+以下保留上一轮实施阶段的命令与结果，不代表实施后审查通过，也不是本次文档落地重新执行的记录。新增失败用例和覆盖缺口见下方复审结论；真实商务通协议和真实账号不在本地测试范围。
 
 ```bash
-# Connector 全部现有测试；额外对关键包禁用缓存复跑
-(cd channels/shangwutong && go test ./...)
-(cd channels/shangwutong && go test -count=1 ./internal/swt ./internal/delivery ./internal/store ./internal/httpapi ./internal/account)
+# Connector：全包 race、vet 和无缓存测试
+(cd channels/shangwutong && go test -race ./...)
+(cd channels/shangwutong && go vet ./...)
 
-# 后端：SQLite 定向；不包含生产 PG 并发/迁移验收
-(cd backend && GOCHAT_TEST_DB=sqlite go test ./internal/service ./internal/handler/api/v1 \
-  -run 'Test.*(Shangwutong|ContactUpdate|ContactNote|ContactLabel|ConversationLabel)' -count=1)
+# 后端：全模块 SQLite 测试、vet 和构建
+(cd backend && GOCHAT_TEST_DB=sqlite go test ./... -count=1)
+(cd backend && go vet ./...)
+(cd backend && go build ./...)
 
-# 前端：既有 store 与 inbox 设置测试，不包含尚未补的分类组件测试
-(cd frontend && TZ=UTC pnpm exec vitest run \
-  app/javascript/dashboard/store/modules/specs/contactLabels \
-  app/javascript/dashboard/store/modules/specs/contactNotes \
-  app/javascript/dashboard/store/modules/specs/conversationLabels \
-  app/javascript/dashboard/routes/dashboard/settings/inbox/channels/specs/Shangwutong.spec.js \
-  --maxWorkers=2 --minWorkers=1)
+# 前端：全量测试、ESLint、生产构建
+(cd frontend && TZ=UTC pnpm test -- --run --maxWorkers=2 --minWorkers=1)
+(cd frontend && pnpm exec eslint \
+  app/javascript/dashboard/routes/dashboard/conversation/ShangwutongClassifications.vue \
+  app/javascript/dashboard/components-next/Contacts/ContactLabels/ContactLabels.vue \
+  app/javascript/dashboard/components-next/Contacts/ContactsSidebar/ContactNotes.vue \
+  app/javascript/dashboard/components-next/Contacts/ContactsSidebar/components/ContactNoteItem.vue \
+  app/javascript/dashboard/routes/dashboard/conversation/contact/ContactNotes.vue \
+  app/javascript/dashboard/store/modules/contactNotes.js \
+  app/javascript/dashboard/store/modules/contactLabels.js \
+  app/javascript/dashboard/api/contactNotes.js)
+(cd frontend && pnpm run build)
 ```
 
 | 检查 | 本轮结果 | 不覆盖的内容 |
 | --- | --- | --- |
-| Connector 全套及五个关键包无缓存复跑 | 通过 | 真实服务 cnote/事件编号/RESET/历史语义；新增 V01–V25 |
-| 后端两个包定向测试 | 通过 | 完整 RBAC 路由、PG 并发/迁移、修复后的新契约 |
-| 前端 | 10 文件、33 测试通过 | 标签真实后端响应、分类组件竞态、备注编辑和浏览器 E2E |
-| 上游及本地源码对照 | 已核查并登记 §3.1 | 静态缺口不等于已运行失败复现测试 |
+| Connector race/vet/全包测试 | 通过 | 真实服务 cnote/事件编号/RESET/历史语义 |
+| 后端全模块 SQLite 测试 | 通过 | 真实 PostgreSQL 并发/迁移、全量 RBAC 灰度 |
+| 后端 vet/build | 通过 | 真实远程服务 |
+| 前端全量测试 | 352 文件、3451 测试通过 | 浏览器 E2E；存在依赖 source-map 与既有 jsdom warning |
+| 前端 ESLint/build | 通过；构建转换 3469 modules | 真实商务通账号 |
+| 实施阶段新增 Connector/后端定向回归 | 既有用例通过；不代表整改反例通过 | 同 event 异值、完整来源链路、分类入队故障、断连/晚到 CID、PostgreSQL 并发、真实账号/补偿 |
 
-本地基线日志/改前备份位于 `/tmp/gochat-swt-plan-review-20260912/`（临时证据，不是 CI 长期归档）；关键包无缓存复跑记录见本次 Connector 只读审查产物。合入/发布前必须把有效验收证据归档到团队可访问的 CI 或报告位置，并记录确切提交/工作树版本。原生标签 action mock 通过不能抵消 R13 的真实契约缺口。
+已有实现可保留：改名省略空 `cnote`、operation 结果队列扩展、CID 等待/唤醒基础路径、改名 listener 的状态与 webhook 事务入队、分类独立状态槽、数组响应、备注 update API/store、标签首次加载保护和有效父联系人校验。以上均不是相关 R 项完整验收。
 
-本轮未做：真实商务通登录/写入、浏览器 E2E、生产 PostgreSQL 并发/迁移、故障注入、灰度/部署。所有新增验收项仍待验证。
+**实施后复审纠正（2026-09-13）**：分类同 event 异目标值已通过临时 Go overlay 复现：请求 color-1，回调 color-2 返回 200/`updated:true`，预期 409。联系人无实际操作的另一临时测试超时，未计入复现。其余发现为源码/调用链确认，涉及备注 200 字符截断、编辑模式/草稿、状态与 outbox 缝隙、回调代际竞争、CID 范围与截止、不确定证据、补偿入口及 UI 恢复；并发/组件场景尚需新增测试。详见整改计划 F01–F18，原先“已实现”的相应条目已回退为部分实现。
+
+**新增协议证据（2026-09-13）**：授权 `swt.test` 的只读探针显示 login 返回 `colorkind0/colorkind1` 共 12 个 customer-color 条目，值为双重 URL 编码且带尾 `|`；同轮 heartbeat 命中 kind=29，解码后的文本为数字 color ID `10`。`SiteSetting.aspx` 返回 HTTP 200 但空 body 且无分类 headers，logout 返回 `r=ok`。Connector 已把 login catalog 作为优先来源，并保留 `SiteSetting.aspx` 作为无 login catalog 时的兼容回退；证据见 `reference/shang-wu-tong/results/real-tests/20260913T113244Z/catalog-login-kind29/manifest.json`。这只证明 catalog 来源和 kind=29 载荷形态，不证明颜色客户级传播或真实写入。
+
+仍未做且不得标记为已验收：真实商务通登录/写入、远程 `cnote` 三种空值语义、远程独立改名/备注/chatkind 事件、kind=52 正文历史/主动历史拉取、消息编辑/反应、RESET、浏览器 E2E、生产 PostgreSQL 故障注入/迁移、灰度部署及告警补偿演练。
 
 ### 6.4 发布、观察与回滚
 
 - **进入实施**：R01/R07/R08/R10 等范围或权限待决项留明确决策，不擅自开放；R02 数据保全及现有错误修复优先。接口字段/状态以冻结契约为准，不在多份文档各维护不同版本。
 - **进入灰度**：适用 V01–V25 全部有自动化证据；涉及远程语义的 fixture 必须能追溯脱敏样本。备份、迁移回滚、结果补偿、操作审计及真实账号授权齐备，协议未知的能力继续关闭。
 - **真实验证**：登记专用测试站点/inbox、允许写入对象和原值、执行人、测试时间及恢复步骤；至少验证姓名且已有非空备注、会话分类、颜色、多 SID、一项失败/不确定与仅结果补传。不获授权不操作真实客户，不用反复写入推测远程结果。
-- **灰度观察**：按 inbox 查看 pending 数/最老年龄、缺 CID 到期、明确失败与 uncertain_timeout、回调重试/耗尽、catalog 最后成功时间与故障、账号队头阻塞；告警阈值、观察窗口和负责人在放量前填写，未填写不放量。
+- **灰度观察**：按 inbox 查看 pending 数/最老年龄、缺 CID 到期、明确失败与不确定/观察到期、回调重试/耗尽、catalog 最后成功时间与故障、账号队头阻塞；观察到期不等于远程失败。先完成 F18 的指标实现核验；告警阈值、观察窗口和负责人未填写不放量。
 - **停止条件**：备注误清空、跨租户/渠道串写、旧结果覆盖、重复远程副作用、迁移数据不一致立即停止对应出站功能；保存队列和审计证据，不能清空队列掩盖问题。代码回滚不撤销远程写入，恢复原值须核对远程当前值并重新授权。
 - **退出灰度**：范围内适用用例真实验证完成、无未处理 P0/P1、数据库兼容/回滚与结果补偿演练通过、README/runbook/能力矩阵一致，才逐项标记完成。仅本轮现有测试通过不可发布宣称新增能力。
 
diff --git a/docs/plans/2026-09-13-shangwutong-review-remediation-plan.md b/docs/plans/2026-09-13-shangwutong-review-remediation-plan.md
new file mode 100644
index 00000000..e13780f5
--- /dev/null
+++ b/docs/plans/2026-09-13-shangwutong-review-remediation-plan.md
@@ -0,0 +1,293 @@
+# 商务通能力修复实施后审查：整改执行计划
+
+> 日期：2026-09-13  
+> 状态：**实施中；本地自动化验收部分通过，真实协议 smoke 已有局部证据，仍阻止按“全部完成”验收/发布**。完整真实写操作、PostgreSQL 并发和浏览器端到端送达仍未通过。  
+> 审查对象：`main@0dd188c46f41e9d89644e25fe3c0b6a06ed9ae73` 加本次未提交工作树，包括未跟踪的 `channels/shangwutong/internal/gochat/contact_status.go`，不是纯 HEAD。  
+> 要求来源：[能力缺口修复计划](2026-09-12-shangwutong-capability-gap-repair-plan.md) 的原始 R01–R18、V01–V25 和 §3.2 契约；同时对照实施后修改的完成声明。本文细化整改，不改变原计划的产品范围与授权边界。
+
+## 1. 结论与执行边界
+
+当前仍是部分符合要求。已实现的 outbox、结果队列、备注 API/store、标签双字段事务同步、分类结果持久队列和状态 UI 可保留；本地反例与全量测试已补强，但不能据 SQLite/单元测试将 R02/R03/R04/R06/R09/R13/R14/R17/R18 判为外部完成。
+
+本轮已在保留 dirty worktree 的前提下落地 Connector、后端、前端及文档整改，并执行本地/隔离 PostgreSQL 验证；经用户授权使用 `swt.test` 完成真实登录、heartbeat、入站 marker、一次 `send.aspx r=ok` 与结束会话，另保留发送/接管无 `r` 的失败证据；未执行生产迁移、提交或部署。后续实施仍不得重置、不覆盖他人修改。
+
+继续遵守：
+
+- `cnote`、商务通 chatkind/颜色、GoChat Note/Label、CRM 标签彼此独立。
+- 未冻结的双向 `cnote`、独立远程资料/chatkind 事件、kind 18/19/20、kind=52 正文、主动历史、RESET、编辑/反应不借整改开放。
+- 复用 `WorkerPool.EnqueueInTransaction`、既有后台任务和 `outbound_operations`；不另建通用队列/调度框架。
+- 202 仅表示持久化受理；超时不是远程失败证据；重放结果不得重复远程副作用。
+- 仅成功案例、mock action 测试和 SQLite 测试不能替代负向、组件、PostgreSQL 并发及真实协议验证。
+- 原生能力先追踪 `docs/chatwoot/` 对应 controller/model/serializer/前端消费者；该目录与反编译参考目录只读。
+
+## 2. 证据口径
+
+| 标记 | 含义 | 本次证据 |
+| --- | --- | --- |
+| 已复现 | 整改前实际运行失败用例 | 分类同 event、同 operation、不同目标值回调返回 200 且 `updated:true`，整改后已纳入 409 回归 |
+| 本地验收 | 当前工作树实际运行通过 | Connector 全量 race/vet/build；后端 SQLite 全量 race/vet/build；隔离 PostgreSQL 并发/冒烟用例；前端测试、构建、修改文件 lint/format；迁移 010/011 往返及数据保护回归 |
+| 真实 smoke | 已获授权并保留脱敏证据 | 登录/heartbeat/入站 marker/一次 `send.aspx r=ok`/结束会话；UI 未观察到立即回复，后续同 SID 发送与接管无 `r` |
+| 源码确认 | 已定位调用链但尚未完成完整外部场景 | `cnote` 语义、完整写操作/接管、浏览器端到端送达、生产监控和完整 PostgreSQL 故障注入 |
+| 未完成验证 | 不可当作通过或失败复现 | LSP/CodeGraph 不可用或 inconclusive；生产级告警/补偿演练仍未完成 |
+
+分类复现步骤：在 `TestShangwutongClassificationCallbackIsScopedAndStaleSafe` 受理 `color-1` 后，用其 event ID 先回调 `customer_color_id=color-2`、`status=succeeded`。路由实际返回 200。复现使用临时 Go overlay，未修改仓库测试；实施时须转为持久回归，不能依赖 `/tmp` 路径作为交付证据。
+
+以下位置以文件和符号为准，行号随整改变化。初始审查状态见上文；当前登记以第 6.5 节为准。P0 表示既定安全门禁，不表示已证实发生远程数据损坏。
+
+## 3. 整改清单
+
+### F01 — P0 安全门禁：未知 `cnote` 语义不能直接发送 rename
+
+- **对应**：R02；V01。
+- **位置**：`channels/shangwutong/internal/swt/operations.go` 的 `ChangeContactName`；`internal/swt/operations_test.go`；`reference/shang-wu-tong/reverse/swt-decompiled/sources/com/reception/app/business/sendfile/net/RenamedThread.java`。
+- **问题**：删除空 `cnote` 改为省略后仍无条件请求远程；省略语义未验证。不能断言省略一定清空，也不能认定省略安全。
+- **修复**：协议保全证据缺失时，明确拒绝实际远程 rename，并通过既有失败结果链路给出“协议未验证/功能未开放”原因。不得用新备注值、猜测的原值或空串绕过。取得安全请求形态证据后才能解除门禁；不依赖双向备注获批。
+- **验收**：未验证模式调用计数为 0，失败原因可见；fixture 分开覆盖缺省、空串、原值。远程已有非空备注的真实保全验证必须另获授权。
+
+### F02 — P1：结果必须绑定真实操作、身份和不可变目标值
+
+- **对应**：R14；V08/V14。
+- **位置**：`backend/internal/handler/api/v1/shangwutong_connector_handler.go` 的 `UpdateClassificationStatus`、`UpdateContactOperationStatus`、`persistContactOperationStatus`。
+- **问题**：分类的 `existingValue` 只用于识别完全相同的重放，未拒绝同 event 异值；联系人无 operation 时可被首次回调直接写成成功。
+- **修复**：在锁内核对已持久化的 event、operation、account/inbox、contact/contact-inbox、目标字段和值；保留不可变操作信息，不在终态替换时丢弃。未知操作拒绝，同键异负载冲突。已知旧代际只作无副作用 stale 处理，不能靠拼接 idempotency header 证明操作存在。
+- **验收**：真实 middleware 路由覆盖未知 event、无 pending、错 operation/目标/值/身份、终态同值重放、终态异值冲突、跨租户和旧代际。错误请求不改发起会话、peer、联系人元数据，不生成出站任务。把已复现的 color-1→color-2 用例纳入仓库。
+
+### F03 — P1：分类状态与 outbox 原子化，补投递终止结果
+
+- **对应**：R03/R14/R18；V04/V05/V09。
+- **位置**：上述 handler 的 `UpdateConversationClassification`、`markClassificationPending/Failed`；`backend/internal/service/shangwutong_webhook_delivery.go`；对照 `shangwutong_contact_listener.go` 的事务入队。
+- **问题**：分类 pending 先独立提交、再 enqueue；中途退出留下无任务状态。A 入队失败的无条件补偿可覆盖 B。webhook 被永久拒绝或重试耗尽时，资料操作可能永远 pending，现有失败收尾主要针对消息。
+- **修复**：同事务持久化操作状态与任务，提交后 publish。后续补偿必须匹配当前 event。投递明确拒绝记录本地投递失败；投递结果不明保留不确定证据，不伪装远程拒绝；已知仅投递重试/结果补传不改变远程执行次数。
+- **验收**：事务写状态后入队失败、commit 前/后进程退出、publish 失败恢复、A 失败与 B 新请求交错、Connector 4xx/超时/耗尽。每个 pending 均有可发现任务或明确恢复记录，恢复不丢新状态、不重发已确认副作用。
+
+### F04 — P1：改名请求代际不能与回调时间比较
+
+- **对应**：R03/R04/R14；V03/V08/V09。
+- **位置**：`backend/internal/service/shangwutong_contact_listener.go` 的 pending helper；`shangwutong_webhook_delivery.go` 的 `newShangwutongContactJob`；handler 的联系人结果持久化。
+- **触发**：A pending → B 已保存(t2) → A 回调(t3>t2) → B listener。B 被旧回调的 `updated_at` 判旧，仍入队发送，B 回调又因元数据仍是 A 而 stale。
+- **修复**：使用明确、不可变的请求代际/序列，结果更新时间单独保留；确定同身份同字段的串行/最新意图策略。helper 返回是否接受该操作，状态未接纳的任务不可继续发送。复用现有操作记录，必要字段才增加迁移，不用回调时间或重启时间冒充版本。
+- **验收**：复现上述精确交错；A→B→C、重复派发、终态后重复 listener、重启、相同时间精度多次改名。不出现“执行 B，状态永远显示 A”或过期 A 最后覆盖远程。
+
+### F05 — P1：catalog 代际核对与写入必须原子化
+
+- **对应**：R14/R18；V11。
+- **位置**：handler 的 `SyncClassifications`、`UpdateClassificationCatalog`、`UpdateClassificationSyncStatus`。
+- **触发**：A 回调通过旧快照检查 → B 写入新代际 → A 无条件 Save 恢复 A → B 回调被判 stale。
+- **修复**：使用锁内验证更新或带 `last_sync_event_id` 条件的原子更新；首次缓存创建处理唯一性竞争。成功、失败、请求入队失败均遵守同一代际规则，重复结果不无谓刷新版本。
+- **验收**：挂载 catalog 真实路由，用屏障控制读/写交错；A 成功/失败分别晚于 B pending/success、重复成功、并发首次创建、入队失败。旧代际不能覆盖或让新代际失去接收结果的资格。
+
+### F06 — P1：先锁定并验证发起操作，再传播颜色
+
+- **对应**：R14；V09。
+- **位置**：handler `UpdateClassificationStatus` 的多会话事务。
+- **问题**：遍历 peer 先写入，随后在发起会话发现 stale/conflict 却返回 nil，事务可能提交已写 peer。
+- **修复**：任何传播写入前完成发起操作锁内验证；采用一致锁顺序，失效时整笔事务无写入或回滚，不用返回 nil 的提前退出提交部分结果。
+- **验收**：先创建 peer 再创建发起会话；A 通过预检查后 B 替换操作，再执行 A。断言 stale/conflict 时所有相关行均未改变；覆盖并行消息属性更新、不丢无关字段。PostgreSQL 锁/事务测试不可用 SQLite 结果替代。
+
+### F07 — P1：客户颜色按 account/inbox/CID 归属传播
+
+- **对应**：R06/R15；V10/V20。
+- **位置**：handler 的颜色传播查询；`backend/internal/model/contact_inbox.go` 及对应 repository。
+- **问题**：相同 contact-inbox 不是同 CID 多 SID 的完整集合；按 contact_id 回退又可能包含合并后不同远程身份。
+- **修复**：先确定当前有效远程绑定，再在 account/inbox/CID 范围解析相关 contact-inbox/会话；不按裸 CID 跨站点合并，不以本地 Contact 代替远程客户身份。CID 缺失/歧义不得扩大查询范围。
+- **验收**：同 account/inbox/CID、不同 SID 与 contact-inbox 全部一致；跨 inbox/account 相同 CID 不变；同 Contact 合并了不同 CID 不串写；空/失效 CID、旧配置回调无副作用。
+
+### F08 — P1：CID 等待与会话可用性、发送重试和截止分离
+
+- **对应**：R04/R18；V03/V06。
+- **位置**：`channels/shangwutong/internal/delivery/outbound.go` 的 `processOperation/retryContactNameCID`；`db/queries/operations.sql` 的 wake/claim；`internal/delivery/inbound.go`。
+- **问题**：在 `WithSession` 内检查 CID，断连先消耗十次通用重试；若超过 24h 后先收到 CID，当前仅在 CID 为空时的超时分支会被绕过。
+- **修复**：需要等待的操作先解析 CID/等待状态再请求远程会话；等待重试不耗用真正的远程发送预算。保留可重启恢复的等待截止与 CID 学到时间/解除等待证据；恢复、claim、wake 均遵守它。晚于截止取得 CID 的意图不得执行。已在截止前解除 CID 等待但尚未发送的任务，按独立发送策略处理，不能混用两种截止。
+- **验收**：连续十次以上无 CID 且断连、CID 到达前后断连、截止前取得 CID、截止后先入站再出站、恰好截止、重启后过期、后续请求代际。通过真实 worker/会话桩循环，不只改内存 attempts 后直接调用 helper；过期待办远程调用计数为 0。24h 是当前代码/计划口径，不新增生产 SLO 承诺。
+
+### F09 — P1：不确定证据不随观察超时变为确定失败
+
+- **对应**：R03/R18；V04–V06。
+- **位置**：`channels/shangwutong/db/queries/operations.sql` 的 `FailExpiredUncertainOperations` 和结果状态更新；`internal/delivery/outbound.go`；GoChat 结果 handler。
+- **问题**：观察超时生成 `failed/uncertain_timeout`，若 GoChat 已接受 uncertain 则冲突；依赖会被回调更新的 `updated_at`，截止还会移动。
+- **修复**：远程结果、结果投递状态、队头屏障释放分别处理。保持真实 uncertain 证据；用不可变观察起点/截止控制调度，不能靠放宽后端终态校验掩盖伪造结果。迁移保留历史结果，不能重置待办来“恢复”。
+- **验收**：成功发送响应丢失 → uncertain 回调成功/失败/耗尽 → 固定截止 → 重启。贯通实际 GoChat 状态路由，结果不冲突、不虚构失败，回调活动不延长截止；释放屏障后另一 SID 可继续但原副作用不重发。
+
+### F10 — P1：补结果耗尽后的可审计、仅结果补偿入口
+
+- **对应**：R18；V05/V06/V25。
+- **位置**：Connector `processOperationResult`、结果 claim/retry/fail/recover SQL、现有管理命令；`docs/runbooks/shangwutong-connector.md`。
+- **问题**：十次失败后停在 `result_sync_status=failed`；startup 只恢复 syncing，重放原 webhook 也不重启结果补传；“只重放结果”目前仅为文字指引。
+- **修复**：通过现有管理入口增加最小、受权限和身份范围约束的补偿操作，只重新安排已存结果，不改远程 delivery 状态或结果证据，不创建新的业务命令。记录操作者、操作 ID、时间、原因和结果，不记录明文敏感资料。
+- **验收**：远程成功一次 → 十次结果失败 → 重启 → 人工补偿 → GoChat 最终收到；全程远程调用恰为一次。覆盖重复/并发补偿、跨租户、无结果/仍 delivering/已补传成功的请求；提供准确可执行的 runbook 步骤，不杜撰尚不存在的 CLI。
+
+### F11 — P1：catalog 读取及回传双故障也必须可恢复
+
+- **对应**：R14/R18；V11。
+- **位置**：`channels/shangwutong/internal/account/manager.go:SyncClassifications`；`internal/httpapi/server.go`；catalog client；GoChat catalog 状态 handler。
+- **问题**：当前同步直接执行，失败状态回传错误被忽略，不受业务 operation 结果队列保证。
+- **修复**：复用既有持久任务/结果基础设施保存同步代际和待回传结果；不得把“同步请求受理”视为“目录更新完成”。回传失败与重新读取远程 catalog 的策略分开，不能重新读取后将旧代际伪装成新结果。
+- **验收**：远程读取失败且 GoChat 同时不可达；远程读取成功但结果回传失败；任意阶段重启；新代际取代旧代际。恢复后可追踪终态、不无限 syncing、不被旧结果覆盖。
+
+### F12 — P1：长备注编辑不得静默截断
+
+- **对应**：R09/R16；V17。
+- **位置**：两处 `ContactNotes.vue` 的新编辑弹窗；`frontend/app/javascript/dashboard/components-next/Editor/Editor.vue`。
+- **问题**：编辑器默认 `maxLength=200`，无 actions slot 时 watcher 会 `slice(0, 200)`；已有合法长备注被编辑后可能丢内容。
+- **修复**：在备注调用处显式禁用偶然继承的截断，或使用已确认的非破坏性长度校验。不得为了备注修改全站 Editor 默认行为；不得保存截断后的数据而不给错误。
+- **验收**：两处 UI 编辑 >200 字符、中文/多行/富文本内容，PATCH 完整；服务端拒绝时草稿仍完整；普通 Editor 调用无回归。
+
+### F13 — P1：备注新增/编辑、快捷键、切换和失败草稿隔离
+
+- **对应**：R09/R16；V17/V23。
+- **位置**：`frontend/app/javascript/dashboard/routes/dashboard/conversation/contact/ContactNotes.vue`；`dashboard/components-next/Contacts/ContactsSidebar/ContactNotes.vue`。
+- **问题**：编辑共用 create buffer，Ctrl/Cmd+Enter 仍执行 onAdd；联系人切换未关闭 edit；旧请求完成清空新草稿；联系人详情创建失败仍立即清空草稿（既有问题，原计划明确要求修复）。
+- **修复**：按当前模式路由快捷键并防止 create 在 edit 状态执行；隔离草稿与编辑身份，切换时完整重置；捕获提交目标/代际，忽略旧请求对当前弹窗的清理。创建、更新成功后才清空，失败提示并保留草稿；不移除键盘支持来回避错误。
+- **验收**：两处新增/编辑/删除与失败；键盘保存编辑只有 PATCH 无 POST；A 编辑切 B、A 提交后 B 起草再返回 A 响应；无跨联系人请求和草稿损失，重复点击不重复提交。
+
+### F14 — P1：改名远程状态真正进入 UI
+
+- **对应**：R03；V04/V23。
+- **位置**：`backend/internal/handler/api/v1/crm_serializer.go`；前端 `conversation/contact/ContactInfo.vue`、`components-next/Contacts/Pages/ContactDetails.vue` 及联系人 store。
+- **问题**：序列化了 `shangwutong_contact_name_operation`，前端没有消费者；本地修改成功提示不代表远程成功。
+- **修复**：两处改名入口展示每个相关 inbox 的 pending/succeeded/failed/uncertain 及安全错误信息；本地保存和远程确认分开。复用实际联系人数据刷新机制，不无条件新增轮询；刷新/重入恢复状态，同联系人多 inbox 不能合并成单一成功提示。
+- **验收**：本地保存成功但远程拒绝/响应丢失/缺 CID/协议未开放；多个 inbox 不同结果；浏览器刷新仍正确。将实际 API 序列化结果交给组件，不只手写状态 mock。
+
+### F15 — P1：分类 UI 持久状态、独立字段与等待语义一致
+
+- **对应**：R17；V09/V12/V23。
+- **位置**：`frontend/app/javascript/dashboard/routes/dashboard/conversation/ShangwutongClassifications.vue`。
+- **问题**：刷新不恢复 operation 状态/请求值；一个字段失败调用全量 resetSelections 干扰另一个 pending 字段；十次查询后本地制造 uncertain 并允许再次提交。
+- **修复**：从持久化 operation 恢复已确认值、请求值和状态；只重置失败字段；停止观察只意味着前端暂未获新结果，不能改变远程状态。明确 pending/uncertain 展示及重新提交规则；保持会话/inbox/卸载代际保护。
+- **验收**：颜色 pending、chatkind 失败及反向组合；pending/failed/uncertain 页面重载；>5 秒仍 pending；旧成功/失败/查询回包晚到新会话；catalog 空/过期/ID 删除或改名；无虚假状态、误清选择或重复操作。
+
+### F16 — P1：会话标签跨写入入口采用一致数据源
+
+- **对应**：R13；V15。
+- **位置**：`backend/internal/service/conversation_service.go`、`repository/conversation_repo.go`、`repository/conversation_label_repo.go`、`router/router.go`；前端 conversationLabels store/composable。
+- **问题**：普通更新/GET/序列化使用 `conversations.labels`；批量增删/关联删除使用 `conversation_labels`，无同步。数组响应正确不代表完整 R13 已完成。
+- **修复**：追踪真实路由及上游行为，让所有仍开放的写入复用一致服务/数据源，必要时事务内同步现有表示；不先引入无关重构、双写框架或删表。若涉及历史数据修复，先盘点并提供迁移/回滚方案。
+- **验收**：批量添加→GET/序列化/筛选；普通添加→关联删除→GET；批量移除、清空、重载和真实 store/composable 消费；关联移除不得删除账户标签。
+
+### F17 — P1 验收缺口：来源标记必须验证真实请求路径
+
+- **对应**：R02/R14/R15；V07/V19/V20。
+- **位置**：Connector `internal/gochat/messaging.go`；后端 widget handler、`WidgetService.PublicUpdateContact/updateContactFields`、`ContactRepo.Update`、`ContactService.Update`、`ShangwutongContactListener`。
+- **事实边界**：实际 public API 走 WidgetService→ContactRepo，未到新增 origin 的 ContactService 事件生产点；该路径当前不发 contact event，**不能据此宣称实际存在反向循环**，也不能将分离测试当作端到端传播证据。
+- **修复/决策**：保留 public Widget 直接保存路径，明确不从公开请求 header 派生 trusted origin，也不由 Connector client 发送可伪造的 origin/event-ID header；当前路径不广播 contact event。若未来必须发事件，只能在实际受信生产点传递来源、事件 ID 与渠道范围。不为“证明字段存在”无条件广播；任何新增事件行为先对照上游，记录有意差异。
+- **验收**：用 Connector client→真实鉴权/public contact 路由→数据库/事件→listener 贯通测试；远程更新不产生 rename、本地人工改名仍产生正确任务。覆盖伪造来源、重复入站、多个 inbox，保持 Note/Label 不外泄；独立远程事件的真实语义仍待授权证据。
+
+### F18 — P2：监控与完成声明必须对应实际实现
+
+- **对应**：R12/R18；V06/V25。
+- **位置**：`channels/shangwutong/internal/observability/metrics.go`；Connector README、runbook、分类计划、原能力计划。
+- **问题**：runbook 新列的若干 rename/catalog/stale 指标无生产者；监控仍主要覆盖消息而非 operation。完成标记超出了实际用例与实现。
+- **修复**：优先使用已有 metrics 通道增加必要 operation 统计，或明确标注“规划/未实现”；实现前不得作为可用告警指引。覆盖 pending 最老年龄、CID 等待/到期、结果耗尽、catalog 故障和账号队头阻塞；避免 contact/SID/event_id 等高基数敏感标签。
+- **验收**：持久任务变化真实反映在 exporter/查询中；结果耗尽可见且有操作手册；另一 SID 被队头阻塞可观察/恢复；阈值、负责人、补偿入口均有真实配置或明确未完成标记。文档不将时间超时描述为远程明确失败。
+
+## 4. 实施顺序与依赖
+
+每项必须先补能够失败的最小回归，再修共享路径；不用测试数量替代场景覆盖。负责人、reviewer、环境与证据路径在开工/验收时登记，本文不虚构人员或日期。
+
+| 阶段 | 工作 | 依赖与退出条件 |
+| --- | --- | --- |
+| A：止损 | F01、F12、F13 | 协议未验证不会发请求；备注无截断/重复新增/丢草稿 |
+| B：操作身份与持久边界 | F02、F03、F04、F05、F06 | 回调身份/代际锁内校验，任务与状态一致，失效操作无部分提交 |
+| C：渠道身份与 Connector 恢复 | F07、F08、F09、F10、F11 | 依赖 B 的结果契约；范围、截止、不确定、仅结果补偿贯通 |
+| D：本地契约与 UI | F14、F15、F16、F17 | F16 可独立推进；UI 使用 B/C 的真实持久状态，来源结论有真实路由证据 |
+| E：运维与验收 | F18、全量回归、V14/V20 遗留门禁 | 文档/指标/补偿一致、P0/P1 清零；外部授权仍单独申请 |
+
+同一工作树同时只允许一个写入者；并行只能分离工作树或做只读 review。冻结原计划 §3.2 中未决的身份/权限/代际策略，不由实施者擅自扩大功能。
+
+如必须新增持久字段：后端使用 `backend/migrations/` 编号 up/down；Connector 使用其 `db/migrations/` 并核对 `sqlc.yaml` schema 输入，执行 `go tool sqlc generate` 更新生成代码，不直接手改 generated。SQLite Connector 重启测试与后端 PostgreSQL 并发/迁移测试分别验收，二者不能互相替代。
+
+## 5. 原要求覆盖与状态登记
+
+以下映射用于回填原计划，不新增第二套产品契约。F 项完成不自动意味着对应 R 的真实灰度完成。
+
+| 原要求 | 当前判定 | 本次整改/仍保留门禁 |
+| --- | --- | --- |
+| R02 | 部分实现，安全门禁未闭合 | F01、F17；真实 cnote 语义及授权 |
+| R03 | 部分实现，结果链路与 UI 均有缺口 | F02–F04、F09–F10、F14 |
+| R04 | 部分实现 | F04、F08；等待/重启/过期端到端用例 |
+| R06 | 部分实现 | F06–F07、F15；真实同 CID 多 SID 证据 |
+| R09 | 部分实现 | F12–F13；历史 notes/contact_notes 盘点和迁移门禁仍保留 |
+| R12 | 部分实现 | F18；纠正文档即可先交付，不假称指标/灰度完成 |
+| R13 | 部分实现，响应数组已修 | F16；混合真实路由一致性 |
+| R14 | 部分实现 | F02–F07、F11、F17；并发和实际操作关联 |
+| R17 | 部分实现 | F15；持久状态/独立字段/浏览器交互 |
+| R18 | 部分实现 | F03、F08–F11、F18；恢复/补偿/监控不是仅待演练 |
+| R01/R05/R07/R08/R10/R11 | 保持待确认/待实施 | 产品、未知协议、权限、可选入口、历史范围、跨系统/真实灰度，不因整改自动开放 |
+| R15/R16 | 保持部分实现 | 合并/软删除、停用/删除/重绑、配置代际、六维二值权限真实路由验收；见 V14/V20 |
+
+遗留门禁必须覆盖：旧任务不得投递到重新绑定的站点；旧回调不得写入合并/删除/重建后的错误对象；权限测试必须挂载真实 middleware。已有账户归属检查或服务签名不等于完整用户权限/生命周期验收。
+
+## 6. 回归执行与证据清单
+
+下列是可复跑的验收命令；本轮执行结果登记在 §6.5。每次复跑仍应记录 commit/dirty diff 基线、命令、环境、退出码、关键断言、日志路径与剩余风险。
+
+```bash
+# 仓库根目录：Connector（使用本模块 toolchain）
+(cd channels/shangwutong && go test -race ./... -count=1)
+(cd channels/shangwutong && go vet ./... && go build ./...)
+# 修改了查询/schema 才执行，并检查生成 diff：
+(cd channels/shangwutong && go tool sqlc generate)
+
+# 后端 Go module 在 backend，不在仓库根目录
+(cd backend && GOCHAT_TEST_DB=sqlite go test ./... -count=1)
+(cd backend && GOCHAT_TEST_DB=sqlite go test -race ./... -count=1)
+# PostgreSQL 隔离实例上的并发/冒烟门禁（连接串由环境提供，不提交）
+(cd backend && GOCHAT_TEST_DB=postgres GOCHAT_TEST_DB_URL="$GOCHAT_TEST_DB_URL" go test -race ./internal/service -run 'TestEnsureCaptainAgentBotBindingConcurrentCallsStayUnique|TestCaptainSkillServicePostgresSmoke' -count=1)
+(cd backend && go vet ./... && go build ./...)
+
+# 前端：需增加组件用例，不仅 action/mutation mock
+(cd frontend && TZ=UTC pnpm test)
+(cd frontend && pnpm build)
+# 对实际修改文件列表另跑 pnpm exec eslint 与 pnpm exec prettier --check
+
+git diff --check
+```
+
+- PostgreSQL：使用专用隔离数据库/schema，按现有测试配置运行新增事务/锁/迁移用例；不得连接生产库。具体命令和连接配置在实现用例时记录，不伪造目前不存在的测试脚本。
+- Connector：用持久 SQLite 数据库重开进程/存储，证明恢复；调用计数贯穿发送、结果回调、耗尽、补偿，不能只直接调用 recovery SQL 就宣称完整重启验收。
+- 跨服务：至少一组实际 GoChat 状态路由消费 Connector 持久结果，覆盖 uncertain/耗尽、未知/异值、代际冲突。
+- 组件：两处备注、新增/编辑快捷键/长内容/草稿；标签混合 API→store；分类并行状态/刷新/切页；两处 rename 状态显示。
+- 故障注入：可控屏障/事务故障/明确时钟边界，不依赖 sleep 竞态碰运气；留下稳定断言的仓库测试。
+- 浏览器 E2E：已按用户授权使用 browser-harness 操作测试站点；录制路径和正/负结果均登记在 `reference/shang-wu-tong/results/real-tests/`，不得将一次 UI 未观察到回复解释为远程失败。
+- 敏感信息：证据以操作 ID 关联，脱敏姓名、备注、token、签名；不提交密钥、数据库文件、临时日志。
+
+整改登记模板（每个 F 独立填写）：
+
+| F 编号 | 状态 | 负责人/reviewer | 修复提交/文件 | 定向测试/环境 | 结果与证据 | 未完成门禁 |
+| --- | --- | --- | --- | --- | --- | --- |
+| Fxx | 待实施/实施中/本地验收通过/外部门禁通过 | 待登记 | 待登记 | 待登记 | 不填即未验证 | 待登记 |
+
+## 6.5 当前实施登记（2026-09-13）
+
+| F 编号 | 状态 | 修复/证据 | 未完成门禁 |
+| --- | --- | --- | --- |
+| F01 | 本地验收通过，外部门禁保留 | `ChangeContactName` fail-closed；远程调用计数测试为 0 | 真实 `cnote` 缺省/空串/原值语义与授权 |
+| F02 | 本地验收通过，真实协议仅部分 | 分类/联系人回调锁内校验 event、operation、对象、目标和值；同 event 异值 409；真实入站 marker 已被 Go client 解析 | PostgreSQL 并发与真实 middleware 环境 |
+| F03 | 本地验收通过 | 状态/任务事务化；webhook 4xx 标 failed、超时/耗尽标 uncertain；新增负向回归 | PostgreSQL 故障注入、publish/进程退出演练 |
+| F04 | 本地验收通过 | 联系人 version/generation/event 快照与迟到回调保护 | PostgreSQL 锁竞争、重启端到端 |
+| F05 | 本地验收通过 | catalog event 锁内更新、唯一冲突 upsert、旧代际保护 | PostgreSQL 交错并发 |
+| F06 | 本地回归通过 | 先锁/验证发起会话再传播，失败不写 peer；后端 SQLite race 全量通过 | PostgreSQL 锁/事务证据 |
+| F07 | 本地回归通过 | 同 account/inbox/CID 覆盖不同 SID/contact-inbox；跨 inbox/account 不串写 | 真实合并/重绑数据与 PostgreSQL |
+| F08 | Connector 回归通过 | CID 等待独立于发送 attempts，wake/24h cutoff 有回归 | 真实 worker 重启、边界时钟与协议事件 |
+| F09 | Connector 回归通过 | `uncertain_since` 固定观察起点；结果回调不移动截止且不改成确定失败；010 rollback 有数据时拒绝丢证据 | PostgreSQL/真实结果路由 |
+| F10 | Connector 本地验收通过 | `compensate-result` 仅重放已有结果并写审计 | 十次耗尽后的持久 SQLite 重启/人工演练 |
+| F11 | Connector 本地验收通过 | catalog 读取/回传分阶段持久化，重试不重复读取已保存 catalog，启动恢复 syncing；migration 010/011 往返及有数据时 rollback 拒绝丢失证据 | 真实 GoChat 不可达、PostgreSQL 和新旧 event 交错 |
+| F12 | 前端测试/构建通过 | 两处备注调用禁用偶然 200 字符截断 | 浏览器组件交互与真实服务端拒绝 |
+| F13 | 前端测试/构建通过 | create/edit 快捷键、联系人代际、失败保留草稿回归 | 浏览器 E2E 与请求交错 |
+| F14 | 前后端静态/定向通过 | 两处详情页消费每个 inbox 的改名状态和错误 | 浏览器刷新、多 inbox 实际 API |
+| F15 | 前端测试/构建通过 | 分类状态 hydration、字段级 reset、5 秒等待保持 pending | 浏览器刷新/晚到响应/真实 catalog |
+| F16 | 后端/前端回归通过 | `conversation_labels` 与 `conversations.labels` 事务同步 | 真实混合路由、筛选和历史数据盘点 |
+| F17 | 本地边界通过，真实入站部分验收 | public Widget 只使用 request context；Connector client 不发送可伪造 origin/event-ID header；browser→真实站点→heartbeat 入站 marker 已留证；public 路径不主动广播 contact event；listener 保留 trusted context skip | Connector client→真实 public 路由的联系人字段/事件端到端、伪造来源及多 inbox |
+| F18 | 本地指标/文档部分通过 | operation/catalog counters、catalog queue gauge、补偿/失败 runbook 已有测试/说明；oldest-age gauge 明确未提供 | 生产 exporter、阈值/负责人/告警和长时间 soak |
+
+真实 `swt.test` smoke 的脱敏索引与 raw cache 位置见 `reference/shang-wu-tong/results/real-tests/README.md`；浏览器录制路径也在该索引中。本节只登记当前证据，不替代完整 PostgreSQL、真实写操作/接管、浏览器端到端送达和生产监控门禁；未完成项继续保持阻止发布。
+
+## 7. 完成与发布条件
+
+- **文档完成**：整改项、要求映射、触发场景、验收断言和责任登记入口齐全；不等于软件修复完成。
+- **代码整改可合并**：本次适用 P0/P1 修复且定向反例转绿；无源数据截断、错误目标写入、丢 pending、假终态或重复副作用；必须的 PostgreSQL 并发和组件测试通过；不可执行的外部能力有实际 fail-closed 门禁；独立复审逐项处置全部发现。F18 的生产监控可在明确标记未实现的前提下单列，但未完成不得宣称 R18/发布就绪。
+- **真实验证授权**：本轮 `swt.test` 由用户明确授权；实际使用范围为登录/heartbeat、测试站点访客 marker、一次文本回复及结束该测试会话，证据见 `reference/shang-wu-tong/results/real-tests/README.md`。不得据此扩大到 `cnote` 原值保全、其他访客或生产迁移权限。
+- **发布**：适用 V01–V25 按所需证据层级通过；无未处置 P0/P1；迁移/回滚、备份、结果补偿、审计/告警、生命周期和权限验证齐备；README/runbook/分类计划/能力矩阵一致。范围未批准项记录“不纳入＋决策”，不可冒充测试通过，也不能以“不纳入”绕开备注保全和权限边界。
+- **停止/回滚**：发现备注损坏、跨身份写入、旧值反盖、重复远程写或迁移不一致，停止对应出站能力并保留队列和证据。代码回滚不撤销远程副作用，恢复远程原值仍需核对现状和重新授权。
+
+关联：[分类计划](2026-09-11-shangwutong-classification-sync-plan.md) · [运行手册](../runbooks/shangwutong-connector.md) · [Connector README](../../channels/shangwutong/README.md)。临时审查报告不作为唯一交付依赖；本文件已收录整改事实、限制和验收要求。
diff --git a/docs/runbooks/shangwutong-connector.md b/docs/runbooks/shangwutong-connector.md
index f76a4049..0f4dcddc 100644
--- a/docs/runbooks/shangwutong-connector.md
+++ b/docs/runbooks/shangwutong-connector.md
@@ -27,6 +27,8 @@ docker compose up -d postgres redis gochat worker
 docker compose run --rm shangwutong migrate up
 docker compose up -d shangwutong
 docker compose exec shangwutong shangwutong doctor
+# 结果回调失败且已有结果证据时，按 operation/account 显式补偿：
+# shangwutong compensate-result --account-id <id> --operation-id <id> --actor <operator> --reason '<ticket/reason>'
 ```
 
 依次确认：
@@ -46,7 +48,10 @@ curl -fsS http://127.0.0.1:9100/metrics
 3. 验证访客文本入站、坐席文本出站、撤回、图片、文件、语音、会话结束和 typing。
 4. 在线切换 online/busy/away/offline；确认只影响目标 Inbox。
 5. 提交错误新密码，确认旧 session 仍工作且配置状态为 rejected；再提交正确密码恢复。
-6. 运行至少一个工作日灰度后分批创建剩余 Inbox，持续观察队列、心跳和认证错误。
+6. 在测试 Inbox 验证联系人改名：已有非空远程备注时只改姓名不得清空；无 CID 时 durable operation 保留并显示 pending，CID 入站唤醒后再执行，超过 24 小时回写 `cid_wait_timeout`；结果分别可见 pending/succeeded/failed/uncertain。联系人状态与 webhook outbox 必须同事务提交，enqueue 失败不得留下孤立 pending。
+7. 验证分类 catalog 同步、chatkind 和 customer color 的独立结果；同一 inbox/contact-inbox 的相关会话颜色一致，跨 inbox 相同 CID 不串写。GoChat 原生标签/备注操作不得调用商务通分类接口。远程 Connector-origin 联系人事件不得再次触发反向 rename。
+
+8. 运行至少一个工作日灰度后分批创建剩余 Inbox，持续观察队列、心跳和认证错误。
 
 ## 4. 日常监控
 
@@ -67,9 +72,13 @@ swt_connector_unknown_event_total
 swt_connector_unmapped_retraction_total
 swt_connector_contract_error_total
 swt_connector_sqlite_write_duration_seconds
+swt_connector_contact_metadata_wait_total
+swt_connector_operation_result_sync_total
+swt_connector_classification_sync_total
+swt_connector_classification_sync_queue_depth
 ```
 
-建议告警：connected 比例低于 95%；pending 最老记录超过 2 分钟；uncertain 大于 0；status sync 超过 2 分钟；未知 kind、raw-only 或 unmapped retraction 持续增长；SQLite 检查失败或卷空间低于 20%。指标标签不包含账号 ID、用户名、session ID 或 Inbox ID。
+建议告警：connected 比例低于 95%；CID pending 最老记录超过 2 分钟或接近 24 小时；uncertain 大于 0；结果回调重试/耗尽；status sync 超过 2 分钟；分类 catalog 同步失败；分类回调冲突通过 GoChat API 日志/响应审计观察；未知 kind、raw-only 或 unmapped retraction 持续增长；SQLite 检查失败或卷空间低于 20%。指标标签不包含账号 ID、用户名、session ID 或 Inbox ID。
 
 日志禁止输出 password、pending password、`ma`、HMAC/webhook secret、Authorization、完整登录 body 和访客正文。发现泄露时先轮换相应 token/secret，再保全并限制日志访问，最后修复 redaction 后重新部署。
 
@@ -111,12 +120,16 @@ docker compose exec shangwutong shangwutong doctor
 
 ## 7. 故障处理
 
+- `classification_sync_requested` 投递失败：4xx 会把匹配的 pending catalog 标为 `failed`；超时/耗尽只保留 pending 错误证据，重新点击同步生成新 event。Connector 本地 `classification_sync_results` 将读取阶段与回传阶段分开持久化，状态可在 `swt_connector_classification_sync_queue_depth` 和 SQLite 中追踪；旧 event 不得覆盖新 event。
 - `auth_failed`：核对 Inbox 的 session ID、username、最近密码版本；不要直接改 SQLite。通过 GoChat 配置页提交新密码。
 - `verification_required`：当前不自动绕过 vcode/ecsq。保留账号离线，按真实商务通客户端完成人工验证并记录流程证据。
 - `relogin_required` / `tickint_reset`：Connector 会清理 token 并用保存密码重登；观察是否形成登录风暴。
 - inbound 堆积：检查 GoChat Application/Public API、service token grant 和附件下载；cursor 已在原始事件持久化后推进，不要回退 cursor 猜测重放。
-- outbound uncertain：等待观察窗口和 kind=3；不要重复点击发送。超时 failed 后才允许显式 retry。
+- outbound uncertain：等待观察窗口和 kind=3；不要重复点击发送。观察超时对分类/改名只保留 `uncertain` 和 `uncertain_timeout`，不得改写成确定 failed；结果同步失败时使用显式 `compensate-result` 仅重放结果回调，不重发远程操作；`cid_unavailable` 的 pending operation 由 CID 入站唤醒，重启不丢失，超过 24 小时的 `cid_wait_timeout` 转人工处理。`uncertain_since` 是固定观察起点，结果回调不会延长截止；消息与 operation 结果同步状态分开看。
+- 分类 stale callback：保留当前 operation 状态，检查 event_id、inbox 和 conversation 绑定；不得手工改写 `additional_attributes` 绕过代际保护。
 - `invalid_signature`：检查 Inbox webhook secret、系统时钟和 lifecycle secret 轮换顺序。
+
+指标未提供“最老 pending”或“最接近 CID 24 小时截止”的独立 gauge；告警应由 SQLite 只读查询补充（按 `created_at`、`uncertain_since`、`result_sync_status` 和 `result_sync_attempts`），不要把缺失的指标写成已配置告警。
 - SQLite BUSY/损坏：停止流量，保全 DB/WAL/SHM，运行只读检查并从验证过的在线备份恢复。
 
 ## 8. 生产证据清单
@@ -124,6 +137,10 @@ docker compose exec shangwutong shangwutong doctor
 以下结果必须分别记录，不能用单元测试替代：
 
 - 真实账号登录、session 恢复、online/busy/away/offline、logout 和密码正确/错误更新。
+- 真实账号改名（远程已有非空 cnote）、无 CID 延迟/24 小时到期、成功/失败/不确定结果回写；分类 catalog、chatkind、customer color 多会话和跨 inbox 隔离。
+- 远程联系人更新的来源/event ID 传播与反向循环抑制；联系人状态与 webhook outbox enqueue 失败回滚；Connector 重启后 pending CID operation 可恢复。
+- 明确记录 `cnote` 缺省/空串/原值三种协议语义；未完成记录前保持改名不发送空 `cnote`。
+- GoChat 原生 Contact Note/Contact Label/Conversation Label 与商务通字段互不污染。
 - 文本、图片、文件、语音双向收发，撤回及连续相同内容的 uncertain 歧义样本。
 - 负 kind 与 65/66/67 cursor 连续抓包；kind=52 不同版本真实 fixture。
 - vcode/ecsq 人工恢复流程。
diff --git a/frontend/app/javascript/dashboard/api/contactNotes.js b/frontend/app/javascript/dashboard/api/contactNotes.js
index 5be33784..f2c57492 100644
--- a/frontend/app/javascript/dashboard/api/contactNotes.js
+++ b/frontend/app/javascript/dashboard/api/contactNotes.js
@@ -20,6 +20,11 @@ class ContactNotes extends ApiClient {
     return super.create({ content });
   }
 
+  update(contactId, id, content) {
+    this.contactId = contactId;
+    return super.update(id, { content });
+  }
+
   delete(contactId, id) {
     this.contactId = contactId;
     return super.delete(id);
diff --git a/frontend/app/javascript/dashboard/components-next/Contacts/ContactLabels/ContactLabels.vue b/frontend/app/javascript/dashboard/components-next/Contacts/ContactLabels/ContactLabels.vue
index 48225d2c..287742fa 100644
--- a/frontend/app/javascript/dashboard/components-next/Contacts/ContactLabels/ContactLabels.vue
+++ b/frontend/app/javascript/dashboard/components-next/Contacts/ContactLabels/ContactLabels.vue
@@ -1,5 +1,5 @@
 <script setup>
-import { computed, watch, onMounted, ref } from 'vue';
+import { computed, watch, ref } from 'vue';
 import { useRoute } from 'vue-router';
 import { useMapGetter, useStore } from 'dashboard/composables/store';
 
@@ -25,9 +25,26 @@ const hoveredLabel = ref(null);
 
 const allLabels = useMapGetter('labels/getLabels');
 const contactLabels = useMapGetter('contactLabels/getContactLabels');
+const hasContactLabels = useMapGetter('contactLabels/hasContactLabels');
+const contactLabelsUIFlags = useMapGetter('contactLabels/getUIFlags');
+const currentContactId = computed(
+  () => props.contactId || route.params.contactId
+);
+
+const labelsLoaded = computed(
+  () =>
+    Boolean(currentContactId.value) &&
+    hasContactLabels.value(currentContactId.value)
+);
+const isBusy = computed(
+  () =>
+    !labelsLoaded.value ||
+    contactLabelsUIFlags.value.isFetching ||
+    contactLabelsUIFlags.value.isUpdating
+);
 
 const savedLabels = computed(() => {
-  const availableContactLabels = contactLabels.value(props.contactId);
+  const availableContactLabels = contactLabels.value(currentContactId.value);
   return allLabels.value.filter(({ title }) =>
     availableContactLabels.includes(title)
   );
@@ -55,6 +72,9 @@ const fetchLabels = async contactId => {
 };
 
 const handleLabelAction = async ({ value }) => {
+  if (isBusy.value) {
+    return;
+  }
   try {
     // Get current label titles
     const currentLabels = savedLabels.value.map(label => label.title);
@@ -76,7 +96,7 @@ const handleLabelAction = async ({ value }) => {
     }
 
     await store.dispatch('contactLabels/update', {
-      contactId: props.contactId,
+      contactId: currentContactId.value,
       labels: updatedLabels,
     });
 
@@ -91,18 +111,14 @@ const handleRemoveLabel = label => {
 };
 
 watch(
-  () => props.contactId,
+  () => currentContactId.value,
   (newVal, oldVal) => {
-    if (newVal !== oldVal) {
+    if (newVal && newVal !== oldVal) {
       fetchLabels(newVal);
     }
-  }
+  },
+  { immediate: true }
 );
-onMounted(() => {
-  if (route.params.contactId) {
-    fetchLabels(route.params.contactId);
-  }
-});
 
 const handleMouseLeave = () => {
   // Reset hover state when mouse leaves the container
diff --git a/frontend/app/javascript/dashboard/components-next/Contacts/ContactsCard/ContactDeleteSection.vue b/frontend/app/javascript/dashboard/components-next/Contacts/ContactsCard/ContactDeleteSection.vue
index 041f0641..756d37d5 100644
--- a/frontend/app/javascript/dashboard/components-next/Contacts/ContactsCard/ContactDeleteSection.vue
+++ b/frontend/app/javascript/dashboard/components-next/Contacts/ContactsCard/ContactDeleteSection.vue
@@ -6,6 +6,7 @@ import { useToggle } from '@vueuse/core';
 import Button from 'dashboard/components-next/button/Button.vue';
 import ConfirmContactDeleteDialog from 'dashboard/components-next/Contacts/ContactsForm/ConfirmContactDeleteDialog.vue';
 import Policy from 'dashboard/components/policy.vue';
+import { ROLE_ADMINISTRATOR } from 'dashboard/constants/permissions.js';
 
 defineProps({
   selectedContact: {
@@ -25,7 +26,7 @@ const openConfirmDeleteContactDialog = () => {
 </script>
 
 <template>
-  <Policy :permissions="['administrator']">
+  <Policy :permissions="[ROLE_ADMINISTRATOR]">
     <div class="flex flex-col items-start border-t border-n-strong px-6 py-5">
       <Button
         :label="t('CONTACTS_LAYOUT.DETAILS.DELETE_CONTACT')"
diff --git a/frontend/app/javascript/dashboard/components-next/Contacts/ContactsSidebar/ContactNotes.vue b/frontend/app/javascript/dashboard/components-next/Contacts/ContactsSidebar/ContactNotes.vue
index 789aba1c..b2eb65ec 100644
--- a/frontend/app/javascript/dashboard/components-next/Contacts/ContactsSidebar/ContactNotes.vue
+++ b/frontend/app/javascript/dashboard/components-next/Contacts/ContactsSidebar/ContactNotes.vue
@@ -1,5 +1,5 @@
 <script setup>
-import { reactive, computed } from 'vue';
+import { reactive, computed, watch } from 'vue';
 import { useI18n } from 'vue-i18n';
 import { useStore, useMapGetter } from 'dashboard/composables/store';
 import { useRoute } from 'vue-router';
@@ -16,13 +16,18 @@ const route = useRoute();
 
 const state = reactive({
   message: '',
+  editMessage: '',
+  editingNoteId: null,
 });
+let editorGeneration = 0;
 
 const currentUser = useMapGetter('getCurrentUser');
 const notesByContact = useMapGetter('contactNotes/getAllNotesByContactId');
 const uiFlags = useMapGetter('contactNotes/getUIFlags');
 const isFetchingNotes = computed(() => uiFlags.value.isFetching);
 const isCreatingNote = computed(() => uiFlags.value.isCreating);
+const isUpdatingNote = computed(() => uiFlags.value.isUpdating);
+const isDeletingNote = computed(() => uiFlags.value.isDeleting);
 const notes = computed(() => notesByContact.value(route.params.contactId));
 
 const getWrittenBy = note => {
@@ -32,26 +37,80 @@ const getWrittenBy = note => {
     : note?.user?.name || 'Bot';
 };
 
-const onAdd = content => {
-  if (!content) return;
-  const { contactId } = route.params;
-  store.dispatch('contactNotes/create', { content, contactId });
-  state.message = '';
+const onAdd = async content => {
+  if (!content || isCreatingNote.value) return;
+  const targetContactId = route.params.contactId;
+  const generation = editorGeneration;
+  await store.dispatch('contactNotes/create', {
+    content,
+    contactId: targetContactId,
+  });
+  if (
+    generation === editorGeneration &&
+    route.params.contactId === targetContactId &&
+    state.message === content
+  ) {
+    state.message = '';
+  }
+};
+
+const onEdit = note => {
+  if (!note?.id || isUpdatingNote.value) return;
+  editorGeneration += 1;
+  state.editingNoteId = note.id;
+  state.editMessage = note.content || '';
+};
+
+const closeEdit = () => {
+  editorGeneration += 1;
+  state.editingNoteId = null;
+  state.editMessage = '';
+};
+
+const onUpdate = async () => {
+  if (!state.editingNoteId || !state.editMessage || isUpdatingNote.value)
+    return;
+  const targetContactId = route.params.contactId;
+  const targetNoteId = state.editingNoteId;
+  const content = state.editMessage;
+  const generation = editorGeneration;
+  await store.dispatch('contactNotes/update', {
+    noteId: targetNoteId,
+    contactId: targetContactId,
+    content,
+  });
+  if (
+    generation === editorGeneration &&
+    route.params.contactId === targetContactId &&
+    state.editingNoteId === targetNoteId &&
+    state.editMessage === content
+  ) {
+    closeEdit();
+  }
 };
 
 const onDelete = noteId => {
-  if (!noteId) return;
+  if (!noteId || isDeletingNote.value) return;
   const { contactId } = route.params;
   store.dispatch('contactNotes/delete', { noteId, contactId });
 };
 
 const keyboardEvents = {
   '$mod+Enter': {
-    action: () => onAdd(state.message),
+    action: () => (state.editingNoteId ? onUpdate() : onAdd(state.message)),
     allowOnFocusedInput: true,
   },
 };
 useKeyboardEvents(keyboardEvents);
+
+watch(
+  () => route.params.contactId,
+  () => {
+    editorGeneration += 1;
+    state.message = '';
+    closeEdit();
+  }
+);
 </script>
 
 <template>
@@ -60,6 +119,8 @@ useKeyboardEvents(keyboardEvents);
       v-model="state.message"
       :placeholder="t('CONTACTS_LAYOUT.SIDEBAR.NOTES.PLACEHOLDER')"
       focus-on-mount
+      :max-length="0"
+      :show-character-count="false"
       class="[&>div]:!border-transparent [&>div]:px-4 [&>div]:py-4 px-6"
     >
       <template #actions>
@@ -91,11 +152,43 @@ useKeyboardEvents(keyboardEvents);
         :note="note"
         :written-by="getWrittenBy(note)"
         allow-delete
+        allow-edit
         @delete="onDelete"
+        @edit="onEdit"
       />
     </div>
     <p v-else class="px-6 py-6 text-sm leading-6 text-center text-n-slate-11">
       {{ t('CONTACTS_LAYOUT.SIDEBAR.NOTES.EMPTY_STATE') }}
     </p>
+    <woot-modal
+      :show="Boolean(state.editingNoteId)"
+      :on-close="closeEdit"
+      :close-on-backdrop-click="false"
+      class="!items-start [&>div]:!top-12 [&>div]:sticky"
+    >
+      <div class="flex w-full flex-col gap-6 px-6 py-6">
+        <h3 class="text-lg font-semibold text-n-slate-12">
+          {{ t('CONTACTS_LAYOUT.SIDEBAR.NOTES.EDIT_NOTE') }}
+        </h3>
+        <Editor
+          v-model="state.editMessage"
+          focus-on-mount
+          :placeholder="t('CONTACTS_LAYOUT.SIDEBAR.NOTES.PLACEHOLDER')"
+          :max-length="0"
+          :show-character-count="false"
+          class="[&>div]:!border-transparent [&>div]:px-4 [&>div]:py-4"
+        />
+        <div class="flex items-center justify-end gap-3">
+          <Button
+            solid
+            blue
+            :label="t('CONTACTS_LAYOUT.SIDEBAR.NOTES.SAVE')"
+            :is-loading="isUpdatingNote"
+            :disabled="!state.editMessage || isUpdatingNote"
+            @click="onUpdate"
+          />
+        </div>
+      </div>
+    </woot-modal>
   </div>
 </template>
diff --git a/frontend/app/javascript/dashboard/components-next/Contacts/ContactsSidebar/components/ContactNoteItem.vue b/frontend/app/javascript/dashboard/components-next/Contacts/ContactsSidebar/components/ContactNoteItem.vue
index c11fa2d9..63faaff5 100644
--- a/frontend/app/javascript/dashboard/components-next/Contacts/ContactsSidebar/components/ContactNoteItem.vue
+++ b/frontend/app/javascript/dashboard/components-next/Contacts/ContactsSidebar/components/ContactNoteItem.vue
@@ -20,13 +20,17 @@ const props = defineProps({
     type: Boolean,
     default: false,
   },
+  allowEdit: {
+    type: Boolean,
+    default: false,
+  },
   collapsible: {
     type: Boolean,
     default: false,
   },
 });
 
-const emit = defineEmits(['delete']);
+const emit = defineEmits(['delete', 'edit']);
 const noteContentRef = useTemplateRef('noteContentRef');
 const needsCollapse = ref(false);
 const [isExpanded, toggleExpanded] = useToggle();
@@ -37,6 +41,10 @@ const handleDelete = () => {
   emit('delete', props.note.id);
 };
 
+const handleEdit = () => {
+  emit('edit', props.note);
+};
+
 onMounted(() => {
   if (props.collapsible) {
     // Check if content height exceeds approximately 4 lines
@@ -71,15 +79,28 @@ onMounted(() => {
           </span>
         </div>
       </div>
-      <Button
-        v-if="allowDelete"
-        variant="faded"
-        color="ruby"
-        size="xs"
-        icon="i-lucide-trash"
-        class="opacity-0 group-hover/note:opacity-100"
-        @click="handleDelete"
-      />
+      <div
+        class="flex items-center gap-1 opacity-0 group-hover/note:opacity-100"
+      >
+        <Button
+          v-if="allowEdit"
+          variant="faded"
+          color="blue"
+          size="xs"
+          icon="i-lucide-pencil"
+          :aria-label="t('CONTACTS_LAYOUT.SIDEBAR.NOTES.EDIT_NOTE')"
+          @click="handleEdit"
+        />
+        <Button
+          v-if="allowDelete"
+          variant="faded"
+          color="ruby"
+          size="xs"
+          icon="i-lucide-trash"
+          :aria-label="t('CONTACTS_LAYOUT.SIDEBAR.NOTES.DELETE_NOTE')"
+          @click="handleDelete"
+        />
+      </div>
     </div>
     <p
       ref="noteContentRef"
diff --git a/frontend/app/javascript/dashboard/components-next/Contacts/Pages/ContactDetails.vue b/frontend/app/javascript/dashboard/components-next/Contacts/Pages/ContactDetails.vue
index b7014c42..e8c14578 100644
--- a/frontend/app/javascript/dashboard/components-next/Contacts/Pages/ContactDetails.vue
+++ b/frontend/app/javascript/dashboard/components-next/Contacts/Pages/ContactDetails.vue
@@ -1,9 +1,10 @@
 <script setup>
-import { computed, ref, onMounted } from 'vue';
+import { computed, ref, onMounted, watch } from 'vue';
 import { useI18n } from 'vue-i18n';
 import { useStore, useMapGetter } from 'dashboard/composables/store';
 import { useAlert } from 'dashboard/composables';
 import { dynamicTime } from 'shared/helpers/timeHelper';
+import { ROLE_ADMINISTRATOR } from 'dashboard/constants/permissions.js';
 
 import Avatar from 'dashboard/components-next/avatar/Avatar.vue';
 import Button from 'dashboard/components-next/button/Button.vue';
@@ -47,6 +48,14 @@ onMounted(() => {
   Object.assign(contactData.value, getInitialContactData());
 });
 
+watch(
+  () => props.selectedContact,
+  contact => {
+    contactData.value = contact ? { ...contact } : {};
+  },
+  { deep: true }
+);
+
 const createdAt = computed(() => {
   return contactData.value?.createdAt
     ? dynamicTime(contactData.value.createdAt)
@@ -63,6 +72,21 @@ const avatarSrc = computed(() => {
   return avatarUrl.value ? avatarUrl.value : contactData.value?.thumbnail;
 });
 
+const shangwutongNameOperations = computed(() =>
+  (
+    contactData.value?.contactInboxes ||
+    contactData.value?.contact_inboxes ||
+    []
+  )
+    .map(contactInbox => ({
+      contactInbox,
+      operation:
+        contactInbox.shangwutongContactNameOperation ||
+        contactInbox.shangwutong_contact_name_operation,
+    }))
+    .filter(({ operation }) => operation)
+);
+
 const handleFormUpdate = updatedData => {
   Object.assign(contactData.value, updatedData);
 };
@@ -136,6 +160,29 @@ const handleAvatarDelete = async () => {
           {{ selectedContact?.name }}
         </h3>
         <div class="flex flex-col gap-1.5">
+          <span
+            v-for="item in shangwutongNameOperations"
+            :key="
+              item.operation.contactInboxId ||
+              item.operation.contact_inbox_id ||
+              item.contactInbox.id
+            "
+            class="text-xs text-n-slate-10"
+          >
+            {{
+              item.contactInbox.inbox?.name ||
+              item.contactInbox.inboxName ||
+              item.contactInbox.sourceId ||
+              item.contactInbox.source_id
+            }}:
+            {{ item.operation.status }}
+            <span
+              v-if="item.operation.errorMessage || item.operation.error_message"
+            >
+              —
+              {{ item.operation.errorMessage || item.operation.error_message }}
+            </span>
+          </span>
           <span
             v-if="selectedContact?.identifier"
             class="inline-flex items-center gap-1 text-sm text-n-slate-11"
@@ -175,7 +222,7 @@ const handleAvatarDelete = async () => {
         @click="updateContact"
       />
     </div>
-    <Policy :permissions="['administrator']">
+    <Policy :permissions="[ROLE_ADMINISTRATOR]">
       <div
         class="flex flex-col items-start w-full gap-4 pt-6 border-t border-n-strong"
       >
diff --git a/frontend/app/javascript/dashboard/components-next/captain/assistant/AssistantCard.vue b/frontend/app/javascript/dashboard/components-next/captain/assistant/AssistantCard.vue
index 7e80cd32..b67ba858 100644
--- a/frontend/app/javascript/dashboard/components-next/captain/assistant/AssistantCard.vue
+++ b/frontend/app/javascript/dashboard/components-next/captain/assistant/AssistantCard.vue
@@ -4,6 +4,7 @@ import { useToggle } from '@vueuse/core';
 import { useI18n } from 'vue-i18n';
 import { dynamicTime } from 'shared/helpers/timeHelper';
 import { usePolicy } from 'dashboard/composables/usePolicy';
+import { ROLE_ADMINISTRATOR } from 'dashboard/constants/permissions.js';
 
 import CardLayout from 'dashboard/components-next/CardLayout.vue';
 import DropdownMenu from 'dashboard/components-next/dropdown-menu/DropdownMenu.vue';
@@ -45,7 +46,7 @@ const menuItems = computed(() => {
     },
   ];
 
-  if (checkPermissions(['administrator'])) {
+  if (checkPermissions([ROLE_ADMINISTRATOR])) {
     allOptions.push(
       {
         label: t('CAPTAIN.ASSISTANTS.OPTIONS.EDIT_ASSISTANT'),
diff --git a/frontend/app/javascript/dashboard/components-next/captain/assistant/DocumentCard.vue b/frontend/app/javascript/dashboard/components-next/captain/assistant/DocumentCard.vue
index c8a011b9..8a6dc6b9 100644
--- a/frontend/app/javascript/dashboard/components-next/captain/assistant/DocumentCard.vue
+++ b/frontend/app/javascript/dashboard/components-next/captain/assistant/DocumentCard.vue
@@ -4,6 +4,7 @@ import { useToggle } from '@vueuse/core';
 import { useI18n } from 'vue-i18n';
 import { dynamicTime } from 'shared/helpers/timeHelper';
 import { usePolicy } from 'dashboard/composables/usePolicy';
+import { ROLE_ADMINISTRATOR } from 'dashboard/constants/permissions.js';
 import {
   isSafeHttpLink,
   formatDocumentLink,
@@ -97,7 +98,7 @@ const modelValue = computed({
 
 const isPdf = computed(() => props.pdfDocument);
 const hasSafeLink = computed(() => isSafeHttpLink(props.externalLink));
-const canManage = computed(() => checkPermissions(['administrator']));
+const canManage = computed(() => checkPermissions([ROLE_ADMINISTRATOR]));
 const isAvailable = computed(() => props.status === 'available');
 const canSync = computed(
   () => canManage.value && !isPdf.value && isAvailable.value
diff --git a/frontend/app/javascript/dashboard/components-next/captain/assistant/InboxCard.vue b/frontend/app/javascript/dashboard/components-next/captain/assistant/InboxCard.vue
index f349720b..9bf55d80 100644
--- a/frontend/app/javascript/dashboard/components-next/captain/assistant/InboxCard.vue
+++ b/frontend/app/javascript/dashboard/components-next/captain/assistant/InboxCard.vue
@@ -7,6 +7,7 @@ import CardLayout from 'dashboard/components-next/CardLayout.vue';
 import DropdownMenu from 'dashboard/components-next/dropdown-menu/DropdownMenu.vue';
 import Button from 'dashboard/components-next/button/Button.vue';
 import Policy from 'dashboard/components/policy.vue';
+import { ROLE_ADMINISTRATOR } from 'dashboard/constants/permissions.js';
 import { INBOX_TYPES, getInboxIconByType } from 'dashboard/helper/inbox';
 
 const props = defineProps({
@@ -80,7 +81,7 @@ const handleAction = ({ action, value }) => {
       <div class="flex items-center gap-2">
         <Policy
           v-on-clickaway="() => toggleDropdown(false)"
-          :permissions="['administrator']"
+          :permissions="[ROLE_ADMINISTRATOR]"
           class="relative flex items-center group"
         >
           <Button
diff --git a/frontend/app/javascript/dashboard/components-next/captain/assistant/ResponseCard.vue b/frontend/app/javascript/dashboard/components-next/captain/assistant/ResponseCard.vue
index 97227c35..a0e34b95 100644
--- a/frontend/app/javascript/dashboard/components-next/captain/assistant/ResponseCard.vue
+++ b/frontend/app/javascript/dashboard/components-next/captain/assistant/ResponseCard.vue
@@ -3,6 +3,7 @@ import { computed } from 'vue';
 import { useToggle } from '@vueuse/core';
 import { useI18n } from 'vue-i18n';
 import { dynamicTime } from 'shared/helpers/timeHelper';
+import { ROLE_ADMINISTRATOR } from 'dashboard/constants/permissions.js';
 
 import CardLayout from 'dashboard/components-next/CardLayout.vue';
 import DropdownMenu from 'dashboard/components-next/dropdown-menu/DropdownMenu.vue';
@@ -142,7 +143,7 @@ const handleDocumentableClick = () => {
       <div v-if="!compact && showMenu" class="flex items-center gap-2">
         <Policy
           v-on-clickaway="() => toggleDropdown(false)"
-          :permissions="['administrator']"
+          :permissions="[ROLE_ADMINISTRATOR]"
           class="relative flex items-center group"
         >
           <Button
@@ -168,7 +169,7 @@ const handleDocumentableClick = () => {
       v-if="!compact"
       class="flex items-start justify-between flex-col-reverse md:flex-row gap-3"
     >
-      <Policy v-if="showActions" :permissions="['administrator']">
+      <Policy v-if="showActions" :permissions="[ROLE_ADMINISTRATOR]">
         <div class="flex items-center gap-2 sm:gap-5 w-full">
           <Button
             v-if="status === 'pending'"
diff --git a/frontend/app/javascript/dashboard/components-next/captain/pageComponents/customTool/CustomToolCard.vue b/frontend/app/javascript/dashboard/components-next/captain/pageComponents/customTool/CustomToolCard.vue
index d5f1e3e5..d8e99727 100644
--- a/frontend/app/javascript/dashboard/components-next/captain/pageComponents/customTool/CustomToolCard.vue
+++ b/frontend/app/javascript/dashboard/components-next/captain/pageComponents/customTool/CustomToolCard.vue
@@ -8,6 +8,7 @@ import CardLayout from 'dashboard/components-next/CardLayout.vue';
 import DropdownMenu from 'dashboard/components-next/dropdown-menu/DropdownMenu.vue';
 import Button from 'dashboard/components-next/button/Button.vue';
 import Policy from 'dashboard/components/policy.vue';
+import { ROLE_ADMINISTRATOR } from 'dashboard/constants/permissions.js';
 
 const props = defineProps({
   id: {
@@ -82,7 +83,7 @@ const authTypeLabel = computed(() => {
       <div class="flex items-center gap-2">
         <Policy
           v-on-clickaway="() => toggleDropdown(false)"
-          :permissions="['administrator']"
+          :permissions="[ROLE_ADMINISTRATOR]"
           class="relative flex items-center group"
         >
           <Button
diff --git a/frontend/app/javascript/dashboard/components-next/captain/pageComponents/emptyStates/AssistantPageEmptyState.vue b/frontend/app/javascript/dashboard/components-next/captain/pageComponents/emptyStates/AssistantPageEmptyState.vue
index a4087d79..7052bcaa 100644
--- a/frontend/app/javascript/dashboard/components-next/captain/pageComponents/emptyStates/AssistantPageEmptyState.vue
+++ b/frontend/app/javascript/dashboard/components-next/captain/pageComponents/emptyStates/AssistantPageEmptyState.vue
@@ -5,6 +5,7 @@ import Button from 'dashboard/components-next/button/Button.vue';
 import AssistantCard from 'dashboard/components-next/captain/assistant/AssistantCard.vue';
 import FeatureSpotlight from 'dashboard/components-next/feature-spotlight/FeatureSpotlight.vue';
 import { assistantsList } from 'dashboard/components-next/captain/pageComponents/emptyStates/captainEmptyStateContent.js';
+import { ROLE_ADMINISTRATOR } from 'dashboard/constants/permissions.js';
 
 const emit = defineEmits(['click']);
 const { isOnChatwootCloud } = useAccount();
@@ -27,7 +28,7 @@ const onClick = () => {
   <EmptyStateLayout
     :title="$t('CAPTAIN.ASSISTANTS.EMPTY_STATE.TITLE')"
     :subtitle="$t('CAPTAIN.ASSISTANTS.EMPTY_STATE.SUBTITLE')"
-    :action-perms="['administrator']"
+    :action-perms="[ROLE_ADMINISTRATOR]"
   >
     <template #empty-state-item>
       <div class="grid grid-cols-1 gap-4 p-px overflow-hidden">
diff --git a/frontend/app/javascript/dashboard/components-next/captain/pageComponents/emptyStates/CustomToolsPageEmptyState.vue b/frontend/app/javascript/dashboard/components-next/captain/pageComponents/emptyStates/CustomToolsPageEmptyState.vue
index 46857da0..e37dce1f 100644
--- a/frontend/app/javascript/dashboard/components-next/captain/pageComponents/emptyStates/CustomToolsPageEmptyState.vue
+++ b/frontend/app/javascript/dashboard/components-next/captain/pageComponents/emptyStates/CustomToolsPageEmptyState.vue
@@ -3,6 +3,7 @@ import { useAccount } from 'dashboard/composables/useAccount';
 import EmptyStateLayout from 'dashboard/components-next/EmptyStateLayout.vue';
 import FeatureSpotlight from 'dashboard/components-next/feature-spotlight/FeatureSpotlight.vue';
 import Button from 'dashboard/components-next/button/Button.vue';
+import { ROLE_ADMINISTRATOR } from 'dashboard/constants/permissions.js';
 
 const emit = defineEmits(['click']);
 const { isOnChatwootCloud } = useAccount();
@@ -25,7 +26,7 @@ const onClick = () => {
   <EmptyStateLayout
     :title="$t('CAPTAIN.CUSTOM_TOOLS.EMPTY_STATE.TITLE')"
     :subtitle="$t('CAPTAIN.CUSTOM_TOOLS.EMPTY_STATE.SUBTITLE')"
-    :action-perms="['administrator']"
+    :action-perms="[ROLE_ADMINISTRATOR]"
   >
     <template #empty-state-item>
       <div class="min-h-[600px]" />
diff --git a/frontend/app/javascript/dashboard/components-next/captain/pageComponents/emptyStates/DocumentPageEmptyState.vue b/frontend/app/javascript/dashboard/components-next/captain/pageComponents/emptyStates/DocumentPageEmptyState.vue
index 0d5841e5..db74f7fa 100644
--- a/frontend/app/javascript/dashboard/components-next/captain/pageComponents/emptyStates/DocumentPageEmptyState.vue
+++ b/frontend/app/javascript/dashboard/components-next/captain/pageComponents/emptyStates/DocumentPageEmptyState.vue
@@ -6,6 +6,7 @@ import Button from 'dashboard/components-next/button/Button.vue';
 import DocumentCard from 'dashboard/components-next/captain/assistant/DocumentCard.vue';
 import FeatureSpotlight from 'dashboard/components-next/feature-spotlight/FeatureSpotlight.vue';
 import { documentsList } from 'dashboard/components-next/captain/pageComponents/emptyStates/captainEmptyStateContent.js';
+import { ROLE_ADMINISTRATOR } from 'dashboard/constants/permissions.js';
 
 const emit = defineEmits(['click']);
 const { isOnChatwootCloud } = useAccount();
@@ -30,7 +31,7 @@ const onClick = () => {
   <EmptyStateLayout
     :title="$t('CAPTAIN.DOCUMENTS.EMPTY_STATE.TITLE')"
     :subtitle="$t('CAPTAIN.DOCUMENTS.EMPTY_STATE.SUBTITLE')"
-    :action-perms="['administrator']"
+    :action-perms="[ROLE_ADMINISTRATOR]"
   >
     <template #empty-state-item>
       <div class="grid grid-cols-1 gap-4 p-px overflow-hidden">
diff --git a/frontend/app/javascript/dashboard/components-next/captain/pageComponents/emptyStates/InboxPageEmptyState.vue b/frontend/app/javascript/dashboard/components-next/captain/pageComponents/emptyStates/InboxPageEmptyState.vue
index 2a073593..77a0410d 100644
--- a/frontend/app/javascript/dashboard/components-next/captain/pageComponents/emptyStates/InboxPageEmptyState.vue
+++ b/frontend/app/javascript/dashboard/components-next/captain/pageComponents/emptyStates/InboxPageEmptyState.vue
@@ -1,6 +1,7 @@
 <script setup>
 import EmptyStateLayout from 'dashboard/components-next/EmptyStateLayout.vue';
 import Button from 'dashboard/components-next/button/Button.vue';
+import { ROLE_ADMINISTRATOR } from 'dashboard/constants/permissions.js';
 import InboxCard from 'dashboard/components-next/captain/assistant/InboxCard.vue';
 import { inboxes } from 'dashboard/components-next/captain/pageComponents/emptyStates/captainEmptyStateContent.js';
 
@@ -15,7 +16,7 @@ const onClick = () => {
   <EmptyStateLayout
     :title="$t('CAPTAIN.INBOXES.EMPTY_STATE.TITLE')"
     :subtitle="$t('CAPTAIN.INBOXES.EMPTY_STATE.SUBTITLE')"
-    :action-perms="['administrator']"
+    :action-perms="[ROLE_ADMINISTRATOR]"
   >
     <template #empty-state-item>
       <div class="grid grid-cols-1 gap-4 p-px overflow-hidden">
diff --git a/frontend/app/javascript/dashboard/components-next/captain/pageComponents/emptyStates/ResponsePageEmptyState.vue b/frontend/app/javascript/dashboard/components-next/captain/pageComponents/emptyStates/ResponsePageEmptyState.vue
index 2941e1f4..0a696ebc 100644
--- a/frontend/app/javascript/dashboard/components-next/captain/pageComponents/emptyStates/ResponsePageEmptyState.vue
+++ b/frontend/app/javascript/dashboard/components-next/captain/pageComponents/emptyStates/ResponsePageEmptyState.vue
@@ -8,6 +8,7 @@ import FeatureSpotlight from 'dashboard/components-next/feature-spotlight/Featur
 import { responsesList } from 'dashboard/components-next/captain/pageComponents/emptyStates/captainEmptyStateContent.js';
 
 import { computed } from 'vue';
+import { ROLE_ADMINISTRATOR } from 'dashboard/constants/permissions.js';
 
 const props = defineProps({
   variant: {
@@ -56,7 +57,7 @@ const onClearFilters = () => {
         : $t('CAPTAIN.RESPONSES.EMPTY_STATE.TITLE')
     "
     :subtitle="isApproved ? $t('CAPTAIN.RESPONSES.EMPTY_STATE.SUBTITLE') : ''"
-    :action-perms="['administrator']"
+    :action-perms="[ROLE_ADMINISTRATOR]"
     :show-backdrop="isApproved"
   >
     <template v-if="isApproved" #empty-state-item>
diff --git a/frontend/app/javascript/dashboard/composables/commands/useGoToCommandHotKeys.js b/frontend/app/javascript/dashboard/composables/commands/useGoToCommandHotKeys.js
index 111d3ac0..35932a57 100644
--- a/frontend/app/javascript/dashboard/composables/commands/useGoToCommandHotKeys.js
+++ b/frontend/app/javascript/dashboard/composables/commands/useGoToCommandHotKeys.js
@@ -22,6 +22,10 @@ import {
 } from 'dashboard/helper/commandbar/icons';
 import { frontendURL } from 'dashboard/helper/URLHelper';
 import { FEATURE_FLAGS } from 'dashboard/featureFlags';
+import {
+  ROLE_ADMINISTRATOR,
+  ROLE_AGENT,
+} from 'dashboard/constants/permissions.js';
 
 const GO_TO_COMMANDS = [
   {
@@ -30,7 +34,7 @@ const GO_TO_COMMANDS = [
     section: 'COMMAND_BAR.SECTIONS.GENERAL',
     icon: ICON_CONVERSATION_DASHBOARD,
     path: accountId => `accounts/${accountId}/dashboard`,
-    role: ['administrator', 'agent'],
+    role: [ROLE_ADMINISTRATOR, ROLE_AGENT],
   },
   {
     id: 'goto_contacts_dashboard',
@@ -39,7 +43,7 @@ const GO_TO_COMMANDS = [
     featureFlag: FEATURE_FLAGS.CRM,
     icon: ICON_CONTACT_DASHBOARD,
     path: accountId => `accounts/${accountId}/contacts`,
-    role: ['administrator', 'agent'],
+    role: [ROLE_ADMINISTRATOR, ROLE_AGENT],
   },
   {
     id: 'open_reports_overview',
@@ -48,7 +52,7 @@ const GO_TO_COMMANDS = [
     featureFlag: FEATURE_FLAGS.REPORTS,
     icon: ICON_REPORTS_OVERVIEW,
     path: accountId => `accounts/${accountId}/reports/overview`,
-    role: ['administrator'],
+    role: [ROLE_ADMINISTRATOR],
   },
   {
     id: 'open_conversation_reports',
@@ -57,7 +61,7 @@ const GO_TO_COMMANDS = [
     featureFlag: FEATURE_FLAGS.REPORTS,
     icon: ICON_CONVERSATION_REPORTS,
     path: accountId => `accounts/${accountId}/reports/conversation`,
-    role: ['administrator'],
+    role: [ROLE_ADMINISTRATOR],
   },
   {
     id: 'open_agent_reports',
@@ -66,7 +70,7 @@ const GO_TO_COMMANDS = [
     featureFlag: FEATURE_FLAGS.REPORTS,
     icon: ICON_AGENT_REPORTS,
     path: accountId => `accounts/${accountId}/reports/agent`,
-    role: ['administrator'],
+    role: [ROLE_ADMINISTRATOR],
   },
   {
     id: 'open_label_reports',
@@ -75,7 +79,7 @@ const GO_TO_COMMANDS = [
     featureFlag: FEATURE_FLAGS.REPORTS,
     icon: ICON_LABEL_REPORTS,
     path: accountId => `accounts/${accountId}/reports/label`,
-    role: ['administrator'],
+    role: [ROLE_ADMINISTRATOR],
   },
   {
     id: 'open_inbox_reports',
@@ -84,7 +88,7 @@ const GO_TO_COMMANDS = [
     featureFlag: FEATURE_FLAGS.REPORTS,
     icon: ICON_INBOX_REPORTS,
     path: accountId => `accounts/${accountId}/reports/inboxes`,
-    role: ['administrator'],
+    role: [ROLE_ADMINISTRATOR],
   },
   {
     id: 'open_team_reports',
@@ -93,7 +97,7 @@ const GO_TO_COMMANDS = [
     featureFlag: FEATURE_FLAGS.REPORTS,
     icon: ICON_TEAM_REPORTS,
     path: accountId => `accounts/${accountId}/reports/teams`,
-    role: ['administrator'],
+    role: [ROLE_ADMINISTRATOR],
   },
   {
     id: 'open_agent_settings',
@@ -102,7 +106,7 @@ const GO_TO_COMMANDS = [
     featureFlag: FEATURE_FLAGS.AGENT_MANAGEMENT,
     icon: ICON_AGENT_REPORTS,
     path: accountId => `accounts/${accountId}/settings/agents/list`,
-    role: ['administrator'],
+    role: [ROLE_ADMINISTRATOR],
   },
   {
     id: 'open_team_settings',
@@ -111,7 +115,7 @@ const GO_TO_COMMANDS = [
     section: 'COMMAND_BAR.SECTIONS.SETTINGS',
     icon: ICON_TEAM_REPORTS,
     path: accountId => `accounts/${accountId}/settings/teams/list`,
-    role: ['administrator'],
+    role: [ROLE_ADMINISTRATOR],
   },
   {
     id: 'open_inbox_settings',
@@ -120,7 +124,7 @@ const GO_TO_COMMANDS = [
     section: 'COMMAND_BAR.SECTIONS.SETTINGS',
     icon: ICON_INBOXES,
     path: accountId => `accounts/${accountId}/settings/inboxes/list`,
-    role: ['administrator'],
+    role: [ROLE_ADMINISTRATOR],
   },
   {
     id: 'open_label_settings',
@@ -129,7 +133,7 @@ const GO_TO_COMMANDS = [
     section: 'COMMAND_BAR.SECTIONS.SETTINGS',
     icon: ICON_LABELS,
     path: accountId => `accounts/${accountId}/settings/labels/list`,
-    role: ['administrator'],
+    role: [ROLE_ADMINISTRATOR],
   },
   {
     id: 'open_canned_response_settings',
@@ -138,7 +142,7 @@ const GO_TO_COMMANDS = [
     section: 'COMMAND_BAR.SECTIONS.SETTINGS',
     icon: ICON_CANNED_RESPONSE,
     path: accountId => `accounts/${accountId}/settings/canned-response/list`,
-    role: ['administrator', 'agent'],
+    role: [ROLE_ADMINISTRATOR, ROLE_AGENT],
   },
   {
     id: 'open_applications_settings',
@@ -147,7 +151,7 @@ const GO_TO_COMMANDS = [
     section: 'COMMAND_BAR.SECTIONS.SETTINGS',
     icon: ICON_APPS,
     path: accountId => `accounts/${accountId}/settings/applications`,
-    role: ['administrator'],
+    role: [ROLE_ADMINISTRATOR],
   },
   {
     id: 'open_account_settings',
@@ -155,7 +159,7 @@ const GO_TO_COMMANDS = [
     section: 'COMMAND_BAR.SECTIONS.SETTINGS',
     icon: ICON_ACCOUNT_SETTINGS,
     path: accountId => `accounts/${accountId}/settings/general`,
-    role: ['administrator'],
+    role: [ROLE_ADMINISTRATOR],
   },
   {
     id: 'open_profile_settings',
@@ -163,7 +167,7 @@ const GO_TO_COMMANDS = [
     section: 'COMMAND_BAR.SECTIONS.SETTINGS',
     icon: ICON_USER_PROFILE,
     path: accountId => `accounts/${accountId}/profile/settings`,
-    role: ['administrator', 'agent'],
+    role: [ROLE_ADMINISTRATOR, ROLE_AGENT],
   },
   {
     id: 'open_notifications',
@@ -171,7 +175,7 @@ const GO_TO_COMMANDS = [
     section: 'COMMAND_BAR.SECTIONS.SETTINGS',
     icon: ICON_NOTIFICATION,
     path: accountId => `accounts/${accountId}/notifications`,
-    role: ['administrator', 'agent'],
+    role: [ROLE_ADMINISTRATOR, ROLE_AGENT],
   },
 ];
 
@@ -201,7 +205,7 @@ export function useGoToCommandHotKeys() {
     });
 
     if (!isAdmin.value) {
-      commands = commands.filter(command => command.role.includes('agent'));
+      commands = commands.filter(command => command.role.includes(ROLE_AGENT));
     }
 
     return commands.map(command => ({
diff --git a/frontend/app/javascript/dashboard/composables/useAdmin.js b/frontend/app/javascript/dashboard/composables/useAdmin.js
index ea5bef88..688ad9c3 100644
--- a/frontend/app/javascript/dashboard/composables/useAdmin.js
+++ b/frontend/app/javascript/dashboard/composables/useAdmin.js
@@ -1,5 +1,6 @@
 import { computed } from 'vue';
 import { useStoreGetters } from 'dashboard/composables/store';
+import { ROLE_ADMINISTRATOR } from 'dashboard/constants/permissions.js';
 
 /**
  * Composable to determine if the current user is an administrator.
@@ -9,7 +10,7 @@ export function useAdmin() {
   const getters = useStoreGetters();
 
   const currentUserRole = computed(() => getters.getCurrentRole.value);
-  const isAdmin = computed(() => currentUserRole.value === 'administrator');
+  const isAdmin = computed(() => currentUserRole.value === ROLE_ADMINISTRATOR);
 
   return {
     isAdmin,
diff --git a/frontend/app/javascript/dashboard/composables/useAgentsList.js b/frontend/app/javascript/dashboard/composables/useAgentsList.js
index 47e843be..3b144f7d 100644
--- a/frontend/app/javascript/dashboard/composables/useAgentsList.js
+++ b/frontend/app/javascript/dashboard/composables/useAgentsList.js
@@ -1,5 +1,6 @@
 import { computed } from 'vue';
 import { useMapGetter } from 'dashboard/composables/store';
+import { ROLE_AGENT } from 'dashboard/constants/permissions.js';
 import { useI18n } from 'vue-i18n';
 import {
   getAgentsByUpdatedPresence,
@@ -30,7 +31,7 @@ export function useAgentsList(includeNoneAgent = true) {
     confirmed: true,
     name: t('AGENT_MGMT.MULTI_SELECTOR.LIST.NONE') || 'None',
     id: 0,
-    role: 'agent',
+    role: ROLE_AGENT,
     account_id: 0,
     email: 'None',
   });
diff --git a/frontend/app/javascript/dashboard/constants/permissions.js b/frontend/app/javascript/dashboard/constants/permissions.js
index 1ecbd979..a3eb73d4 100644
--- a/frontend/app/javascript/dashboard/constants/permissions.js
+++ b/frontend/app/javascript/dashboard/constants/permissions.js
@@ -7,7 +7,12 @@ export const AVAILABLE_CUSTOM_ROLE_PERMISSIONS = [
   'knowledge_base_manage',
 ];
 
-export const ROLES = ['agent', 'administrator'];
+export const ROLE_AGENT = 'agent';
+export const ROLE_ADMINISTRATOR = 'administrator';
+export const ROLE_SUPER_ADMIN = 'super_admin';
+export const ROLE_CUSTOM = 'custom_role';
+
+export const ROLES = [ROLE_AGENT, ROLE_ADMINISTRATOR];
 
 export const CONVERSATION_PERMISSIONS = [
   'conversation_manage',
diff --git a/frontend/app/javascript/dashboard/helper/auditlogHelper.js b/frontend/app/javascript/dashboard/helper/auditlogHelper.js
index 706d09ba..71246f38 100644
--- a/frontend/app/javascript/dashboard/helper/auditlogHelper.js
+++ b/frontend/app/javascript/dashboard/helper/auditlogHelper.js
@@ -1,6 +1,11 @@
+import {
+  ROLE_AGENT,
+  ROLE_ADMINISTRATOR,
+} from 'dashboard/constants/permissions.js';
+
 const roleMapping = {
-  0: 'agent',
-  1: 'administrator',
+  0: ROLE_AGENT,
+  1: ROLE_ADMINISTRATOR,
 };
 
 const availabilityMapping = {
diff --git a/frontend/app/javascript/dashboard/helper/permissionsHelper.js b/frontend/app/javascript/dashboard/helper/permissionsHelper.js
index cb736f4a..7e11a3cd 100644
--- a/frontend/app/javascript/dashboard/helper/permissionsHelper.js
+++ b/frontend/app/javascript/dashboard/helper/permissionsHelper.js
@@ -1,3 +1,5 @@
+import { ROLE_AGENT, ROLE_CUSTOM } from 'dashboard/constants/permissions.js';
+
 export const hasPermissions = (
   requiredPermissions = [],
   availablePermissions = []
@@ -19,10 +21,10 @@ export const getUserPermissions = (user, accountId) => {
 export const getUserRole = (user, accountId) => {
   const currentAccount = getCurrentAccount(user, accountId) || {};
   if (currentAccount.custom_role_id) {
-    return 'custom_role';
+    return ROLE_CUSTOM;
   }
 
-  return currentAccount.role || 'agent';
+  return currentAccount.role || ROLE_AGENT;
 };
 
 /**
diff --git a/frontend/app/javascript/dashboard/helper/routeHelpers.js b/frontend/app/javascript/dashboard/helper/routeHelpers.js
index 38cabcae..d30a98ca 100644
--- a/frontend/app/javascript/dashboard/helper/routeHelpers.js
+++ b/frontend/app/javascript/dashboard/helper/routeHelpers.js
@@ -9,6 +9,7 @@ import {
   CONTACT_PERMISSIONS,
   REPORTS_PERMISSIONS,
   PORTAL_PERMISSIONS,
+  ROLE_CUSTOM,
 } from 'dashboard/constants/permissions.js';
 import { isSuperAdminUser } from '../routes/dashboard/settings/captain/utils';
 
@@ -35,7 +36,7 @@ export const defaultRedirectPage = (to, permissions) => {
   );
 
   if (route) return `accounts/${accountId}/${route.path}`;
-  if (permissions.includes('custom_role')) {
+  if (permissions.includes(ROLE_CUSTOM)) {
     return `accounts/${accountId}/profile/settings`;
   }
   return `accounts/${accountId}/dashboard`;
diff --git a/frontend/app/javascript/dashboard/i18n/locale/en/contact.json b/frontend/app/javascript/dashboard/i18n/locale/en/contact.json
index 1c69c4b2..eaed75ab 100644
--- a/frontend/app/javascript/dashboard/i18n/locale/en/contact.json
+++ b/frontend/app/javascript/dashboard/i18n/locale/en/contact.json
@@ -565,6 +565,8 @@
         "YOU": "You",
         "SAVE": "Save note",
         "ADD_NOTE": "Add contact note",
+        "EDIT_NOTE": "Edit contact note",
+        "DELETE_NOTE": "Delete contact note",
         "EXPAND": "Expand",
         "COLLAPSE": "Collapse",
         "NO_NOTES": "No notes, you can add notes from the contact details page.",
diff --git a/frontend/app/javascript/dashboard/i18n/locale/zh_CN/contact.json b/frontend/app/javascript/dashboard/i18n/locale/zh_CN/contact.json
index e19f395a..429544f3 100644
--- a/frontend/app/javascript/dashboard/i18n/locale/zh_CN/contact.json
+++ b/frontend/app/javascript/dashboard/i18n/locale/zh_CN/contact.json
@@ -564,6 +564,8 @@
         "YOU": "您",
         "SAVE": "保存备注",
         "ADD_NOTE": "添加联系人备注",
+        "EDIT_NOTE": "编辑联系人备注",
+        "DELETE_NOTE": "删除联系人备注",
         "EXPAND": "扩展",
         "COLLAPSE": "收起",
         "NO_NOTES": "没有备注，您可以从联系人详细信息页面添加备注。",
diff --git a/frontend/app/javascript/dashboard/routes/dashboard/campaigns/campaigns.routes.js b/frontend/app/javascript/dashboard/routes/dashboard/campaigns/campaigns.routes.js
index c5f2dbdb..0f7cbaf3 100644
--- a/frontend/app/javascript/dashboard/routes/dashboard/campaigns/campaigns.routes.js
+++ b/frontend/app/javascript/dashboard/routes/dashboard/campaigns/campaigns.routes.js
@@ -5,10 +5,11 @@ import LiveChatCampaignsPage from './pages/LiveChatCampaignsPage.vue';
 import SMSCampaignsPage from './pages/SMSCampaignsPage.vue';
 import WhatsAppCampaignsPage from './pages/WhatsAppCampaignsPage.vue';
 import { FEATURE_FLAGS } from 'dashboard/featureFlags';
+import { ROLE_ADMINISTRATOR } from 'dashboard/constants/permissions.js';
 
 const meta = {
   featureFlag: FEATURE_FLAGS.CAMPAIGNS,
-  permissions: ['administrator'],
+  permissions: [ROLE_ADMINISTRATOR],
 };
 
 const campaignsRoutes = {
diff --git a/frontend/app/javascript/dashboard/routes/dashboard/captain/assistants/inboxes/Index.vue b/frontend/app/javascript/dashboard/routes/dashboard/captain/assistants/inboxes/Index.vue
index aff21380..4cd095ac 100644
--- a/frontend/app/javascript/dashboard/routes/dashboard/captain/assistants/inboxes/Index.vue
+++ b/frontend/app/javascript/dashboard/routes/dashboard/captain/assistants/inboxes/Index.vue
@@ -3,6 +3,7 @@ import { computed, watch, ref, nextTick } from 'vue';
 import { useMapGetter, useStore } from 'dashboard/composables/store';
 import { useRoute } from 'vue-router';
 import { FEATURE_FLAGS } from 'dashboard/featureFlags';
+import { ROLE_ADMINISTRATOR } from 'dashboard/constants/permissions.js';
 
 import DeleteDialog from 'dashboard/components-next/captain/pageComponents/DeleteDialog.vue';
 import PageLayout from 'dashboard/components-next/captain/PageLayout.vue';
@@ -64,7 +65,7 @@ watch(
   <PageLayout
     :header-title="$t('CAPTAIN.INBOXES.HEADER')"
     :button-label="$t('CAPTAIN.INBOXES.ADD_NEW')"
-    :button-policy="['administrator']"
+    :button-policy="[ROLE_ADMINISTRATOR]"
     :is-fetching="isFetchingAssistant || isFetching"
     :is-empty="!captainInboxes.length"
     :show-pagination-footer="false"
diff --git a/frontend/app/javascript/dashboard/routes/dashboard/captain/assistants/skills/Index.vue b/frontend/app/javascript/dashboard/routes/dashboard/captain/assistants/skills/Index.vue
index b3382c6f..6e6a9e0b 100644
--- a/frontend/app/javascript/dashboard/routes/dashboard/captain/assistants/skills/Index.vue
+++ b/frontend/app/javascript/dashboard/routes/dashboard/captain/assistants/skills/Index.vue
@@ -6,6 +6,7 @@ import { dynamicTime } from 'shared/helpers/timeHelper';
 import { useMapGetter, useStore } from 'dashboard/composables/store';
 import { useAlert } from 'dashboard/composables';
 import { parseAPIErrorResponse } from 'dashboard/store/utils/api';
+import { ROLE_ADMINISTRATOR } from 'dashboard/constants/permissions.js';
 
 import PageLayout from 'dashboard/components-next/captain/PageLayout.vue';
 import CardLayout from 'dashboard/components-next/CardLayout.vue';
@@ -33,244 +34,244 @@ let latestFetchRequest = 0;
 let routeGeneration = 0;
 
 const filteredSkills = computed(() => {
-	const search = query.value.trim().toLowerCase();
-	if (!search) return skills.value;
-	return skills.value.filter(skill =>
-		`${skill.name} ${skill.description}`.toLowerCase().includes(search)
-	);
+  const search = query.value.trim().toLowerCase();
+  if (!search) return skills.value;
+  return skills.value.filter(skill =>
+    `${skill.name} ${skill.description}`.toLowerCase().includes(search)
+  );
 });
 
 const groups = computed(() =>
-	[
-		{
-			key: 'bound',
-			title: t('CAPTAIN.ASSISTANTS.SKILLS.GROUPS.ADDED'),
-			items: filteredSkills.value.filter(skill => skill.bound),
-		},
-		{
-			key: 'available',
-			title: t('CAPTAIN.ASSISTANTS.SKILLS.GROUPS.AVAILABLE'),
-			items: filteredSkills.value.filter(skill => !skill.bound),
-		},
-	].filter(group => group.items.length)
+  [
+    {
+      key: 'bound',
+      title: t('CAPTAIN.ASSISTANTS.SKILLS.GROUPS.ADDED'),
+      items: filteredSkills.value.filter(skill => skill.bound),
+    },
+    {
+      key: 'available',
+      title: t('CAPTAIN.ASSISTANTS.SKILLS.GROUPS.AVAILABLE'),
+      items: filteredSkills.value.filter(skill => !skill.bound),
+    },
+  ].filter(group => group.items.length)
 );
 
 const errorText = error => {
-	if (error?.response?.status === 403) {
-		return t('CAPTAIN.ASSISTANTS.SKILLS.ERRORS.FORBIDDEN');
-	}
-	if (error?.response?.status === 404) {
-		return t('CAPTAIN.ASSISTANTS.SKILLS.ERRORS.NOT_FOUND');
-	}
-	const parsed = parseAPIErrorResponse(error);
-	return error?.response?.status === 409
-		? `${parsed} ${t('CAPTAIN.ASSISTANTS.SKILLS.ERRORS.CONFLICT')}`
-		: parsed;
+  if (error?.response?.status === 403) {
+    return t('CAPTAIN.ASSISTANTS.SKILLS.ERRORS.FORBIDDEN');
+  }
+  if (error?.response?.status === 404) {
+    return t('CAPTAIN.ASSISTANTS.SKILLS.ERRORS.NOT_FOUND');
+  }
+  const parsed = parseAPIErrorResponse(error);
+  return error?.response?.status === 409
+    ? `${parsed} ${t('CAPTAIN.ASSISTANTS.SKILLS.ERRORS.CONFLICT')}`
+    : parsed;
 };
 
 const fetchSkills = async () => {
-	const requestId = ++latestFetchRequest;
-	loadError.value = '';
-	try {
-		await store.dispatch('captainSkills/get', {
-			assistantId: assistantId.value,
-		});
-	} catch (error) {
-		if (requestId === latestFetchRequest) {
-			loadError.value = errorText(error);
-		}
-	}
+  const requestId = ++latestFetchRequest;
+  loadError.value = '';
+  try {
+    await store.dispatch('captainSkills/get', {
+      assistantId: assistantId.value,
+    });
+  } catch (error) {
+    if (requestId === latestFetchRequest) {
+      loadError.value = errorText(error);
+    }
+  }
 };
 
 const closeDialog = () => {
-	showDialog.value = false;
-	selectedSkill.value = null;
+  showDialog.value = false;
+  selectedSkill.value = null;
 };
 
 const openCreateDialog = () => {
-	selectedSkill.value = null;
-	showDialog.value = true;
-	nextTick(() => dialogRef.value?.dialogRef?.open());
+  selectedSkill.value = null;
+  showDialog.value = true;
+  nextTick(() => dialogRef.value?.dialogRef?.open());
 };
 
 const openEditDialog = async skill => {
-	const requestedAssistantId = assistantId.value;
-	const requestedRouteGeneration = routeGeneration;
-	actionId.value = skill.id;
-	try {
-		const detail = await store.dispatch('captainSkills/detail', skill.id);
-		if (
-			requestedAssistantId !== assistantId.value ||
-			requestedRouteGeneration !== routeGeneration
-		) {
-			return;
-		}
-		selectedSkill.value = {
-			...detail,
-			bound: skill.bound,
-			bound_assistant_count: skill.bound_assistant_count,
-		};
-		showDialog.value = true;
-		nextTick(() => dialogRef.value?.dialogRef?.open());
-	} catch (error) {
-		if (
-			requestedAssistantId === assistantId.value &&
-			requestedRouteGeneration === routeGeneration
-		) {
-			useAlert(errorText(error));
-		}
-	} finally {
-		if (requestedRouteGeneration === routeGeneration) {
-			actionId.value = null;
-		}
-	}
+  const requestedAssistantId = assistantId.value;
+  const requestedRouteGeneration = routeGeneration;
+  actionId.value = skill.id;
+  try {
+    const detail = await store.dispatch('captainSkills/detail', skill.id);
+    if (
+      requestedAssistantId !== assistantId.value ||
+      requestedRouteGeneration !== routeGeneration
+    ) {
+      return;
+    }
+    selectedSkill.value = {
+      ...detail,
+      bound: skill.bound,
+      bound_assistant_count: skill.bound_assistant_count,
+    };
+    showDialog.value = true;
+    nextTick(() => dialogRef.value?.dialogRef?.open());
+  } catch (error) {
+    if (
+      requestedAssistantId === assistantId.value &&
+      requestedRouteGeneration === routeGeneration
+    ) {
+      useAlert(errorText(error));
+    }
+  } finally {
+    if (requestedRouteGeneration === routeGeneration) {
+      actionId.value = null;
+    }
+  }
 };
 
 const updateStatus = async (skill, status, requestedAssistantId) => {
-	const detail = await store.dispatch('captainSkills/detail', skill.id);
-	const saved = await store.dispatch('captainSkills/update', {
-		id: detail.id,
-		name: detail.name,
-		description: detail.description,
-		instructions_md: detail.instructions_md,
-		status,
-		references: detail.references.map(({ reference_key, content_md }) => ({
-			reference_key,
-			content_md,
-		})),
-		expected_version: detail.version,
-	});
-	if (status === 'active' && !skill.bound) {
-		await store.dispatch('captainSkills/bind', {
-			assistantId: requestedAssistantId,
-			skillId: saved.id,
-		});
-	}
+  const detail = await store.dispatch('captainSkills/detail', skill.id);
+  const saved = await store.dispatch('captainSkills/update', {
+    id: detail.id,
+    name: detail.name,
+    description: detail.description,
+    instructions_md: detail.instructions_md,
+    status,
+    references: detail.references.map(({ reference_key, content_md }) => ({
+      reference_key,
+      content_md,
+    })),
+    expected_version: detail.version,
+  });
+  if (status === 'active' && !skill.bound) {
+    await store.dispatch('captainSkills/bind', {
+      assistantId: requestedAssistantId,
+      skillId: saved.id,
+    });
+  }
 };
 
 const handleAction = async (action, skill) => {
-	openMenuId.value = null;
-	if (action === 'edit') {
-		await openEditDialog(skill);
-		return;
-	}
+  openMenuId.value = null;
+  if (action === 'edit') {
+    await openEditDialog(skill);
+    return;
+  }
 
-	const confirmations = {
-		unbind: 'CAPTAIN.ASSISTANTS.SKILLS.CONFIRM.UNBIND',
-		archive: 'CAPTAIN.ASSISTANTS.SKILLS.CONFIRM.ARCHIVE',
-		reactivate: 'CAPTAIN.ASSISTANTS.SKILLS.CONFIRM.REACTIVATE',
-		delete: 'CAPTAIN.ASSISTANTS.SKILLS.CONFIRM.DELETE',
-	};
-	if (confirmations[action] && !window.confirm(t(confirmations[action])))
-		return;
+  const confirmations = {
+    unbind: 'CAPTAIN.ASSISTANTS.SKILLS.CONFIRM.UNBIND',
+    archive: 'CAPTAIN.ASSISTANTS.SKILLS.CONFIRM.ARCHIVE',
+    reactivate: 'CAPTAIN.ASSISTANTS.SKILLS.CONFIRM.REACTIVATE',
+    delete: 'CAPTAIN.ASSISTANTS.SKILLS.CONFIRM.DELETE',
+  };
+  if (confirmations[action] && !window.confirm(t(confirmations[action])))
+    return;
 
-	const requestedAssistantId = assistantId.value;
-	actionId.value = skill.id;
-	try {
-		if (action === 'bind' || action === 'unbind') {
-			await store.dispatch(`captainSkills/${action}`, {
-				assistantId: requestedAssistantId,
-				skillId: skill.id,
-			});
-		} else if (action === 'archive') {
-			await updateStatus(skill, 'archived', requestedAssistantId);
-		} else if (action === 'reactivate') {
-			await updateStatus(skill, 'active', requestedAssistantId);
-		} else if (action === 'delete') {
-			await store.dispatch('captainSkills/delete', skill.id);
-		}
-		const successKeys = {
-			bind: 'BOUND',
-			unbind: 'UNBOUND',
-			archive: 'ARCHIVED',
-			reactivate: 'REACTIVATED',
-			delete: 'DELETED',
-		};
-		useAlert(t(`CAPTAIN.ASSISTANTS.SKILLS.SUCCESS.${successKeys[action]}`));
-		await fetchSkills();
-	} catch (error) {
-		useAlert(errorText(error));
-	} finally {
-		actionId.value = null;
-	}
+  const requestedAssistantId = assistantId.value;
+  actionId.value = skill.id;
+  try {
+    if (action === 'bind' || action === 'unbind') {
+      await store.dispatch(`captainSkills/${action}`, {
+        assistantId: requestedAssistantId,
+        skillId: skill.id,
+      });
+    } else if (action === 'archive') {
+      await updateStatus(skill, 'archived', requestedAssistantId);
+    } else if (action === 'reactivate') {
+      await updateStatus(skill, 'active', requestedAssistantId);
+    } else if (action === 'delete') {
+      await store.dispatch('captainSkills/delete', skill.id);
+    }
+    const successKeys = {
+      bind: 'BOUND',
+      unbind: 'UNBOUND',
+      archive: 'ARCHIVED',
+      reactivate: 'REACTIVATED',
+      delete: 'DELETED',
+    };
+    useAlert(t(`CAPTAIN.ASSISTANTS.SKILLS.SUCCESS.${successKeys[action]}`));
+    await fetchSkills();
+  } catch (error) {
+    useAlert(errorText(error));
+  } finally {
+    actionId.value = null;
+  }
 };
 
 const menuItems = skill => {
-	const items = [
-		{
-			label: t('CAPTAIN.ASSISTANTS.SKILLS.ACTIONS.EDIT'),
-			action: 'edit',
-			value: 'edit',
-			icon: 'i-lucide-pencil-line',
-		},
-	];
-	if (skill.bound) {
-		items.push({
-			label: t('CAPTAIN.ASSISTANTS.SKILLS.ACTIONS.UNBIND'),
-			action: 'unbind',
-			value: 'unbind',
-			icon: 'i-lucide-unlink',
-		});
-	} else if (skill.status === 'active') {
-		items.push({
-			label: t('CAPTAIN.ASSISTANTS.SKILLS.ACTIONS.BIND'),
-			action: 'bind',
-			value: 'bind',
-			icon: 'i-lucide-link',
-		});
-	}
-	if (skill.status === 'active') {
-		items.push({
-			label: t('CAPTAIN.ASSISTANTS.SKILLS.ACTIONS.ARCHIVE'),
-			action: 'archive',
-			value: 'archive',
-			icon: 'i-lucide-archive',
-		});
-	} else if (skill.status === 'archived') {
-		items.push({
-			label: t('CAPTAIN.ASSISTANTS.SKILLS.ACTIONS.REACTIVATE'),
-			action: 'reactivate',
-			value: 'reactivate',
-			icon: 'i-lucide-archive-restore',
-		});
-	}
+  const items = [
+    {
+      label: t('CAPTAIN.ASSISTANTS.SKILLS.ACTIONS.EDIT'),
+      action: 'edit',
+      value: 'edit',
+      icon: 'i-lucide-pencil-line',
+    },
+  ];
+  if (skill.bound) {
+    items.push({
+      label: t('CAPTAIN.ASSISTANTS.SKILLS.ACTIONS.UNBIND'),
+      action: 'unbind',
+      value: 'unbind',
+      icon: 'i-lucide-unlink',
+    });
+  } else if (skill.status === 'active') {
+    items.push({
+      label: t('CAPTAIN.ASSISTANTS.SKILLS.ACTIONS.BIND'),
+      action: 'bind',
+      value: 'bind',
+      icon: 'i-lucide-link',
+    });
+  }
+  if (skill.status === 'active') {
+    items.push({
+      label: t('CAPTAIN.ASSISTANTS.SKILLS.ACTIONS.ARCHIVE'),
+      action: 'archive',
+      value: 'archive',
+      icon: 'i-lucide-archive',
+    });
+  } else if (skill.status === 'archived') {
+    items.push({
+      label: t('CAPTAIN.ASSISTANTS.SKILLS.ACTIONS.REACTIVATE'),
+      action: 'reactivate',
+      value: 'reactivate',
+      icon: 'i-lucide-archive-restore',
+    });
+  }
 
-	const deleteDisabled =
-		skill.status !== 'draft' || skill.bound_assistant_count > 0;
-	const deleteLabel =
-		skill.bound_assistant_count > 0
-			? t('CAPTAIN.ASSISTANTS.SKILLS.ACTIONS.DELETE_BOUND')
-			: skill.status !== 'draft'
-				? t('CAPTAIN.ASSISTANTS.SKILLS.ACTIONS.DELETE_STATUS')
-				: t('CAPTAIN.ASSISTANTS.SKILLS.ACTIONS.DELETE');
-	items.push({
-		label: deleteLabel,
-		action: 'delete',
-		value: 'delete',
-		icon: 'i-lucide-trash',
-		disabled: deleteDisabled,
-	});
-	return items;
+  const deleteDisabled =
+    skill.status !== 'draft' || skill.bound_assistant_count > 0;
+  const deleteLabel =
+    skill.bound_assistant_count > 0
+      ? t('CAPTAIN.ASSISTANTS.SKILLS.ACTIONS.DELETE_BOUND')
+      : skill.status !== 'draft'
+        ? t('CAPTAIN.ASSISTANTS.SKILLS.ACTIONS.DELETE_STATUS')
+        : t('CAPTAIN.ASSISTANTS.SKILLS.ACTIONS.DELETE');
+  items.push({
+    label: deleteLabel,
+    action: 'delete',
+    value: 'delete',
+    icon: 'i-lucide-trash',
+    disabled: deleteDisabled,
+  });
+  return items;
 };
 
 const statusClass = status =>
-	({
-		draft: 'bg-n-amber-3 text-n-amber-11',
-		active: 'bg-n-teal-3 text-n-teal-11',
-		archived: 'bg-n-slate-3 text-n-slate-11',
-	})[status];
+  ({
+    draft: 'bg-n-amber-3 text-n-amber-11',
+    active: 'bg-n-teal-3 text-n-teal-11',
+    archived: 'bg-n-slate-3 text-n-slate-11',
+  })[status];
 
 const confirmDiscard = () =>
-	!dialogRef.value?.isDirty ||
-	window.confirm(t('CAPTAIN.ASSISTANTS.SKILLS.CONFIRM.DISCARD'));
+  !dialogRef.value?.isDirty ||
+  window.confirm(t('CAPTAIN.ASSISTANTS.SKILLS.CONFIRM.DISCARD'));
 
 const handleRouteUpdate = () => {
-	if (!confirmDiscard()) return false;
-	routeGeneration += 1;
-	closeDialog();
-	openMenuId.value = null;
-	actionId.value = null;
-	return true;
+  if (!confirmDiscard()) return false;
+  routeGeneration += 1;
+  closeDialog();
+  openMenuId.value = null;
+  actionId.value = null;
+  return true;
 };
 
 onBeforeRouteLeave(confirmDiscard);
@@ -282,191 +283,173 @@ defineExpose({ handleAction, fetchSkills });
 </script>
 
 <template>
-	<PageLayout
-		:header-title="t('CAPTAIN.ASSISTANTS.SKILLS.TITLE')"
-		:button-label="t('CAPTAIN.ASSISTANTS.SKILLS.ADD_NEW')"
-		:button-policy="['administrator']"
-		:is-fetching="isFetching"
-		:is-empty="!loadError && !skills.length"
-		:show-know-more="false"
-		:show-pagination-footer="false"
-		@click="openCreateDialog"
-	>
-		<template #search>
-			<Input
-				v-if="skills.length || query"
-				v-model="query"
-				type="search"
-				size="sm"
-				:placeholder="t('CAPTAIN.ASSISTANTS.SKILLS.SEARCH')"
-				:aria-label="t('CAPTAIN.ASSISTANTS.SKILLS.SEARCH')"
-			/>
-		</template>
+  <PageLayout
+    :header-title="t('CAPTAIN.ASSISTANTS.SKILLS.TITLE')"
+    :button-label="t('CAPTAIN.ASSISTANTS.SKILLS.ADD_NEW')"
+    :button-policy="[ROLE_ADMINISTRATOR]"
+    :is-fetching="isFetching"
+    :is-empty="!loadError && !skills.length"
+    :show-know-more="false"
+    :show-pagination-footer="false"
+    @click="openCreateDialog"
+  >
+    <template #search>
+      <Input
+        v-if="skills.length || query"
+        v-model="query"
+        type="search"
+        size="sm"
+        :placeholder="t('CAPTAIN.ASSISTANTS.SKILLS.SEARCH')"
+        :aria-label="t('CAPTAIN.ASSISTANTS.SKILLS.SEARCH')"
+      />
+    </template>
 
-		<template #emptyState>
-			<div
-				class="flex min-h-80 flex-col items-center justify-center gap-3 text-center"
-			>
-				<span class="i-lucide-library-big size-8 text-n-slate-10" />
-				<div>
-					<h3 class="text-base font-medium text-n-slate-12">
-						{{ t('CAPTAIN.ASSISTANTS.SKILLS.EMPTY.TITLE') }}
-					</h3>
-					<p class="mb-0 mt-1 text-sm text-n-slate-11">
-						{{ t('CAPTAIN.ASSISTANTS.SKILLS.EMPTY.SUBTITLE') }}
-					</p>
-				</div>
-				<Button
-					:label="t('CAPTAIN.ASSISTANTS.SKILLS.ADD_NEW')"
-					icon="i-lucide-plus"
-					@click="openCreateDialog"
-				/>
-			</div>
-		</template>
+    <template #emptyState>
+      <div
+        class="flex min-h-80 flex-col items-center justify-center gap-3 text-center"
+      >
+        <span class="i-lucide-library-big size-8 text-n-slate-10" />
+        <div>
+          <h3 class="text-base font-medium text-n-slate-12">
+            {{ t('CAPTAIN.ASSISTANTS.SKILLS.EMPTY.TITLE') }}
+          </h3>
+          <p class="mb-0 mt-1 text-sm text-n-slate-11">
+            {{ t('CAPTAIN.ASSISTANTS.SKILLS.EMPTY.SUBTITLE') }}
+          </p>
+        </div>
+        <Button
+          :label="t('CAPTAIN.ASSISTANTS.SKILLS.ADD_NEW')"
+          icon="i-lucide-plus"
+          @click="openCreateDialog"
+        />
+      </div>
+    </template>
 
-		<template #body>
-			<div
-				v-if="loadError"
-				class="flex min-h-64 flex-col items-center justify-center gap-3 text-center"
-				role="alert"
-			>
-				<p class="mb-0 text-sm text-n-ruby-11">
-					{{ t('CAPTAIN.ASSISTANTS.SKILLS.LOAD_ERROR') }}
-					{{ loadError }}
-				</p>
-				<Button
-					:label="t('CAPTAIN.ASSISTANTS.SKILLS.RETRY')"
-					color="slate"
-					@click="fetchSkills"
-				/>
-			</div>
+    <template #body>
+      <div
+        v-if="loadError"
+        class="flex min-h-64 flex-col items-center justify-center gap-3 text-center"
+        role="alert"
+      >
+        <p class="mb-0 text-sm text-n-ruby-11">
+          {{ t('CAPTAIN.ASSISTANTS.SKILLS.LOAD_ERROR') }}
+          {{ loadError }}
+        </p>
+        <Button
+          :label="t('CAPTAIN.ASSISTANTS.SKILLS.RETRY')"
+          color="slate"
+          @click="fetchSkills"
+        />
+      </div>
 
-			<div
-				v-else-if="query && !filteredSkills.length"
-				class="flex min-h-64 flex-col items-center justify-center gap-3 text-center"
-			>
-				<p class="mb-0 text-sm text-n-slate-11">
-					{{ t('CAPTAIN.ASSISTANTS.SKILLS.EMPTY.SEARCH') }}
-				</p>
-				<Button
-					:label="t('CAPTAIN.ASSISTANTS.SKILLS.CLEAR_SEARCH')"
-					color="slate"
-					@click="query = ''"
-				/>
-			</div>
+      <div
+        v-else-if="query && !filteredSkills.length"
+        class="flex min-h-64 flex-col items-center justify-center gap-3 text-center"
+      >
+        <p class="mb-0 text-sm text-n-slate-11">
+          {{ t('CAPTAIN.ASSISTANTS.SKILLS.EMPTY.SEARCH') }}
+        </p>
+        <Button
+          :label="t('CAPTAIN.ASSISTANTS.SKILLS.CLEAR_SEARCH')"
+          color="slate"
+          @click="query = ''"
+        />
+      </div>
 
-			<div v-else class="flex flex-col gap-8">
-				<section
-					v-for="group in groups"
-					:key="group.key"
-					class="flex flex-col gap-3"
-				>
-					<h2 class="text-sm font-medium text-n-slate-11">
-						{{ group.title }}
-					</h2>
-					<CardLayout v-for="skill in group.items" :key="skill.id">
-						<div
-							class="flex flex-col gap-4 sm:flex-row sm:items-start sm:justify-between"
-						>
-							<div class="min-w-0 flex-1">
-								<div class="flex flex-wrap items-center gap-2">
-									<h3
-										class="truncate text-base font-medium text-n-slate-12"
-									>
-										{{ skill.name }}
-									</h3>
-									<span
-										class="rounded-md px-2 py-0.5 text-xs font-medium"
-										:class="statusClass(skill.status)"
-									>
-										{{
-											t(
-												`CAPTAIN.ASSISTANTS.SKILLS.STATUS.${skill.status.toUpperCase()}`
-											)
-										}}
-									</span>
-								</div>
-								<p class="mb-0 mt-1 text-sm text-n-slate-11">
-									{{ skill.description }}
-								</p>
-								<div
-									class="mt-3 flex flex-wrap gap-x-4 gap-y-1 text-xs text-n-slate-10"
-								>
-									<span>{{
-										t(
-											'CAPTAIN.ASSISTANTS.SKILLS.META.VERSION',
-											{ count: skill.version }
-										)
-									}}</span>
-									<span>{{
-										t(
-											'CAPTAIN.ASSISTANTS.SKILLS.META.REFERENCES',
-											{ count: skill.reference_count }
-										)
-									}}</span>
-									<span>{{
-										t(
-											'CAPTAIN.ASSISTANTS.SKILLS.META.ASSISTANTS',
-											{
-												count: skill.bound_assistant_count,
-											}
-										)
-									}}</span>
-									<span>{{
-										t(
-											'CAPTAIN.ASSISTANTS.SKILLS.META.UPDATED',
-											{
-												time: dynamicTime(
-													skill.updated_at
-												),
-											}
-										)
-									}}</span>
-								</div>
-							</div>
+      <div v-else class="flex flex-col gap-8">
+        <section
+          v-for="group in groups"
+          :key="group.key"
+          class="flex flex-col gap-3"
+        >
+          <h2 class="text-sm font-medium text-n-slate-11">
+            {{ group.title }}
+          </h2>
+          <CardLayout v-for="skill in group.items" :key="skill.id">
+            <div
+              class="flex flex-col gap-4 sm:flex-row sm:items-start sm:justify-between"
+            >
+              <div class="min-w-0 flex-1">
+                <div class="flex flex-wrap items-center gap-2">
+                  <h3 class="truncate text-base font-medium text-n-slate-12">
+                    {{ skill.name }}
+                  </h3>
+                  <span
+                    class="rounded-md px-2 py-0.5 text-xs font-medium"
+                    :class="statusClass(skill.status)"
+                  >
+                    {{
+                      t(
+                        `CAPTAIN.ASSISTANTS.SKILLS.STATUS.${skill.status.toUpperCase()}`
+                      )
+                    }}
+                  </span>
+                </div>
+                <p class="mb-0 mt-1 text-sm text-n-slate-11">
+                  {{ skill.description }}
+                </p>
+                <div
+                  class="mt-3 flex flex-wrap gap-x-4 gap-y-1 text-xs text-n-slate-10"
+                >
+                  <span>{{
+                    t('CAPTAIN.ASSISTANTS.SKILLS.META.VERSION', {
+                      count: skill.version,
+                    })
+                  }}</span>
+                  <span>{{
+                    t('CAPTAIN.ASSISTANTS.SKILLS.META.REFERENCES', {
+                      count: skill.reference_count,
+                    })
+                  }}</span>
+                  <span>{{
+                    t('CAPTAIN.ASSISTANTS.SKILLS.META.ASSISTANTS', {
+                      count: skill.bound_assistant_count,
+                    })
+                  }}</span>
+                  <span>{{
+                    t('CAPTAIN.ASSISTANTS.SKILLS.META.UPDATED', {
+                      time: dynamicTime(skill.updated_at),
+                    })
+                  }}</span>
+                </div>
+              </div>
 
-							<Policy
-								v-on-clickaway="() => (openMenuId = null)"
-								:permissions="['administrator']"
-								class="relative self-end sm:self-start"
-							>
-								<Button
-									icon="i-lucide-ellipsis-vertical"
-									color="slate"
-									size="xs"
-									:is-loading="actionId === skill.id"
-									:disabled="actionId !== null"
-									:aria-label="`${skill.name} actions`"
-									@click="
-										openMenuId =
-											openMenuId === skill.id
-												? null
-												: skill.id
-									"
-								/>
-								<DropdownMenu
-									v-if="openMenuId === skill.id"
-									:menu-items="menuItems(skill)"
-									class="top-full mt-1 ltr:right-0 rtl:left-0"
-									@action="
-										({ action }) =>
-											handleAction(action, skill)
-									"
-								/>
-							</Policy>
-						</div>
-					</CardLayout>
-				</section>
-			</div>
-		</template>
-	</PageLayout>
+              <Policy
+                v-on-clickaway="() => (openMenuId = null)"
+                :permissions="[ROLE_ADMINISTRATOR]"
+                class="relative self-end sm:self-start"
+              >
+                <Button
+                  icon="i-lucide-ellipsis-vertical"
+                  color="slate"
+                  size="xs"
+                  :is-loading="actionId === skill.id"
+                  :disabled="actionId !== null"
+                  :aria-label="`${skill.name} actions`"
+                  @click="
+                    openMenuId = openMenuId === skill.id ? null : skill.id
+                  "
+                />
+                <DropdownMenu
+                  v-if="openMenuId === skill.id"
+                  :menu-items="menuItems(skill)"
+                  class="top-full mt-1 ltr:right-0 rtl:left-0"
+                  @action="({ action }) => handleAction(action, skill)"
+                />
+              </Policy>
+            </div>
+          </CardLayout>
+        </section>
+      </div>
+    </template>
+  </PageLayout>
 
-	<SkillDialog
-		v-if="showDialog"
-		ref="dialogRef"
-		:skill="selectedSkill"
-		:assistant-id="assistantId"
-		@close="closeDialog"
-		@saved="fetchSkills"
-	/>
+  <SkillDialog
+    v-if="showDialog"
+    ref="dialogRef"
+    :skill="selectedSkill"
+    :assistant-id="assistantId"
+    @close="closeDialog"
+    @saved="fetchSkills"
+  />
 </template>
diff --git a/frontend/app/javascript/dashboard/routes/dashboard/captain/captain.routes.js b/frontend/app/javascript/dashboard/routes/dashboard/captain/captain.routes.js
index 922928f7..dc3d19a7 100644
--- a/frontend/app/javascript/dashboard/routes/dashboard/captain/captain.routes.js
+++ b/frontend/app/javascript/dashboard/routes/dashboard/captain/captain.routes.js
@@ -1,5 +1,6 @@
 import { FEATURE_FLAGS } from 'dashboard/featureFlags';
 import { frontendURL } from '../../../helper/URLHelper';
+import { ROLE_ADMINISTRATOR } from 'dashboard/constants/permissions.js';
 
 import CaptainPageRouteView from './pages/CaptainPageRouteView.vue';
 import AssistantsIndexPage from './pages/AssistantsIndexPage.vue';
@@ -18,17 +19,17 @@ import ResponsesPendingIndex from './responses/Pending.vue';
 import CustomToolsIndex from './tools/Index.vue';
 
 const meta = {
-  permissions: ['administrator'],
+  permissions: [ROLE_ADMINISTRATOR],
   featureFlag: FEATURE_FLAGS.CAPTAIN,
 };
 
 const metaCustomTools = {
-  permissions: ['administrator'],
+  permissions: [ROLE_ADMINISTRATOR],
   featureFlag: FEATURE_FLAGS.CAPTAIN_CUSTOM_TOOLS,
 };
 
 const metaV2 = {
-  permissions: ['administrator'],
+  permissions: [ROLE_ADMINISTRATOR],
   featureFlag: FEATURE_FLAGS.CAPTAIN_V2,
 };
 
@@ -109,7 +110,7 @@ const assistantRoutes = [
     component: AssistantEmptyStateIndex,
     name: 'captain_assistants_create_index',
     meta: {
-      permissions: ['administrator'],
+      permissions: [ROLE_ADMINISTRATOR],
     },
   },
   {
diff --git a/frontend/app/javascript/dashboard/routes/dashboard/captain/captain.routes.spec.js b/frontend/app/javascript/dashboard/routes/dashboard/captain/captain.routes.spec.js
index df37cccd..fd09d49f 100644
--- a/frontend/app/javascript/dashboard/routes/dashboard/captain/captain.routes.spec.js
+++ b/frontend/app/javascript/dashboard/routes/dashboard/captain/captain.routes.spec.js
@@ -8,11 +8,15 @@ const source = readFileSync(
 describe('Captain routes', () => {
   it('restricts the whole Captain module to administrators', () => {
     expect(source).not.toContain("permissions: ['administrator', 'agent']");
-    expect(source.match(/permissions: \['administrator'\]/g)?.length).toBe(4);
+    expect(source.match(/permissions: \[ROLE_ADMINISTRATOR\]/g)?.length).toBe(
+      4
+    );
   });
 
   it('registers the assistant skill management route', () => {
     expect(source).toContain("name: 'captain_assistants_skills_index'");
-    expect(source).toContain("'accounts/:accountId/captain/:assistantId/skills'");
+    expect(source).toContain(
+      "'accounts/:accountId/captain/:assistantId/skills'"
+    );
   });
 });
diff --git a/frontend/app/javascript/dashboard/routes/dashboard/captain/documents/Index.vue b/frontend/app/javascript/dashboard/routes/dashboard/captain/documents/Index.vue
index 87c04aef..cfcd117a 100644
--- a/frontend/app/javascript/dashboard/routes/dashboard/captain/documents/Index.vue
+++ b/frontend/app/javascript/dashboard/routes/dashboard/captain/documents/Index.vue
@@ -7,6 +7,7 @@ import { FEATURE_FLAGS } from 'dashboard/featureFlags';
 import { useAccount } from 'dashboard/composables/useAccount';
 import { useAlert } from 'dashboard/composables';
 import { usePolicy } from 'dashboard/composables/usePolicy';
+import { ROLE_ADMINISTRATOR } from 'dashboard/constants/permissions.js';
 import { debounce } from '@chatwoot/utils';
 
 import DeleteDialog from 'dashboard/components-next/captain/pageComponents/DeleteDialog.vue';
@@ -40,7 +41,9 @@ const isFetching = computed(() => uiFlags.value.fetchingList);
 const documentsMeta = useMapGetter('captainDocuments/getMeta');
 
 const selectedAssistantId = computed(() => Number(route.params.assistantId));
-const canManageDocuments = computed(() => checkPermissions(['administrator']));
+const canManageDocuments = computed(() =>
+  checkPermissions([ROLE_ADMINISTRATOR])
+);
 
 const selectedDocument = ref(null);
 const deleteDocumentDialog = ref(null);
@@ -323,7 +326,7 @@ onUnmounted(() => {
   <PageLayout
     :header-title="$t('CAPTAIN.DOCUMENTS.HEADER')"
     :button-label="$t('CAPTAIN.DOCUMENTS.ADD_NEW')"
-    :button-policy="['administrator']"
+    :button-policy="[ROLE_ADMINISTRATOR]"
     :total-count="documentsMeta.totalCount"
     :current-page="documentsMeta.page"
     :show-pagination-footer="!isFetching && !!documents.length"
@@ -350,7 +353,7 @@ onUnmounted(() => {
     </template>
 
     <template #subHeader>
-      <Policy :permissions="['administrator']">
+      <Policy :permissions="[ROLE_ADMINISTRATOR]">
         <DocumentBulkActions
           v-model:selected-ids="bulkSelectedIds"
           :documents="documents"
diff --git a/frontend/app/javascript/dashboard/routes/dashboard/captain/responses/Index.vue b/frontend/app/javascript/dashboard/routes/dashboard/captain/responses/Index.vue
index e17b2699..de07fb32 100644
--- a/frontend/app/javascript/dashboard/routes/dashboard/captain/responses/Index.vue
+++ b/frontend/app/javascript/dashboard/routes/dashboard/captain/responses/Index.vue
@@ -6,6 +6,7 @@ import { useRouter, useRoute } from 'vue-router';
 import { FEATURE_FLAGS } from 'dashboard/featureFlags';
 import { debounce } from '@chatwoot/utils';
 import { useAccount } from 'dashboard/composables/useAccount';
+import { ROLE_ADMINISTRATOR } from 'dashboard/constants/permissions.js';
 
 import Banner from 'dashboard/components-next/banner/Banner.vue';
 import Input from 'dashboard/components-next/input/Input.vue';
@@ -206,7 +207,7 @@ onMounted(() => {
   <PageLayout
     :total-count="responseMeta.totalCount"
     :current-page="responseMeta.page"
-    :button-policy="['administrator']"
+    :button-policy="[ROLE_ADMINISTRATOR]"
     :header-title="$t('CAPTAIN.RESPONSES.HEADER')"
     :button-label="$t('CAPTAIN.RESPONSES.ADD_NEW')"
     :is-fetching="isFetching"
diff --git a/frontend/app/javascript/dashboard/routes/dashboard/captain/tools/Index.vue b/frontend/app/javascript/dashboard/routes/dashboard/captain/tools/Index.vue
index 442c5ae6..f3bb16e3 100644
--- a/frontend/app/javascript/dashboard/routes/dashboard/captain/tools/Index.vue
+++ b/frontend/app/javascript/dashboard/routes/dashboard/captain/tools/Index.vue
@@ -3,6 +3,7 @@ import { computed, onMounted, ref, nextTick } from 'vue';
 import { useMapGetter, useStore } from 'dashboard/composables/store';
 import { FEATURE_FLAGS } from 'dashboard/featureFlags';
 import { usePolicy } from 'dashboard/composables/usePolicy';
+import { ROLE_ADMINISTRATOR } from 'dashboard/constants/permissions.js';
 
 import PageLayout from 'dashboard/components-next/captain/PageLayout.vue';
 import CaptainPaywall from 'dashboard/components-next/captain/pageComponents/Paywall.vue';
@@ -91,7 +92,7 @@ onMounted(() => {
   <PageLayout
     :header-title="$t('CAPTAIN.CUSTOM_TOOLS.HEADER')"
     :button-label="$t('CAPTAIN.CUSTOM_TOOLS.ADD_NEW')"
-    :button-policy="['administrator']"
+    :button-policy="[ROLE_ADMINISTRATOR]"
     :feature-flag="FEATURE_FLAGS.CAPTAIN_CUSTOM_TOOLS"
     :total-count="customToolsMeta.totalCount"
     :current-page="customToolsMeta.page"
diff --git a/frontend/app/javascript/dashboard/routes/dashboard/companies/pages/CompanyDetailView.vue b/frontend/app/javascript/dashboard/routes/dashboard/companies/pages/CompanyDetailView.vue
index 86627f95..5c30d6f0 100644
--- a/frontend/app/javascript/dashboard/routes/dashboard/companies/pages/CompanyDetailView.vue
+++ b/frontend/app/javascript/dashboard/routes/dashboard/companies/pages/CompanyDetailView.vue
@@ -3,6 +3,7 @@ import { computed, onBeforeUnmount, ref, watch } from 'vue';
 import { useI18n } from 'vue-i18n';
 import { useRoute, useRouter } from 'vue-router';
 import { useAlert } from 'dashboard/composables';
+import { ROLE_ADMINISTRATOR } from 'dashboard/constants/permissions.js';
 
 import Policy from 'dashboard/components/policy.vue';
 import Button from 'dashboard/components-next/button/Button.vue';
@@ -233,7 +234,7 @@ onBeforeUnmount(() => {
     <div v-else class="flex flex-col gap-6">
       <CompanyProfileCard :company="company" :is-loading="isFetchingCompany" />
 
-      <Policy :permissions="['administrator']">
+      <Policy :permissions="[ROLE_ADMINISTRATOR]">
         <section
           class="flex flex-col items-start w-full gap-4 pt-6 border-t border-n-strong"
         >
diff --git a/frontend/app/javascript/dashboard/routes/dashboard/companies/routes.js b/frontend/app/javascript/dashboard/routes/dashboard/companies/routes.js
index 8b9ed6a8..fb0692f3 100644
--- a/frontend/app/javascript/dashboard/routes/dashboard/companies/routes.js
+++ b/frontend/app/javascript/dashboard/routes/dashboard/companies/routes.js
@@ -2,10 +2,14 @@ import { frontendURL } from '../../../helper/URLHelper';
 import CompaniesIndex from './pages/CompaniesIndex.vue';
 import CompanyDetailView from './pages/CompanyDetailView.vue';
 import { FEATURE_FLAGS } from '../../../featureFlags';
+import {
+  ROLE_ADMINISTRATOR,
+  ROLE_AGENT,
+} from 'dashboard/constants/permissions.js';
 
 const commonMeta = {
   featureFlag: FEATURE_FLAGS.COMPANIES,
-  permissions: ['administrator', 'agent'],
+  permissions: [ROLE_ADMINISTRATOR, ROLE_AGENT],
 };
 
 export const routes = [
diff --git a/frontend/app/javascript/dashboard/routes/dashboard/contacts/components/ContactsBulkActionBar.vue b/frontend/app/javascript/dashboard/routes/dashboard/contacts/components/ContactsBulkActionBar.vue
index 627cb438..d4f4e3ca 100644
--- a/frontend/app/javascript/dashboard/routes/dashboard/contacts/components/ContactsBulkActionBar.vue
+++ b/frontend/app/javascript/dashboard/routes/dashboard/contacts/components/ContactsBulkActionBar.vue
@@ -6,6 +6,7 @@ import BulkSelectBar from 'dashboard/components-next/captain/assistant/BulkSelec
 import Button from 'dashboard/components-next/button/Button.vue';
 import BulkLabelActions from 'dashboard/components/widgets/conversation/conversationBulkActions/BulkLabelActions.vue';
 import Policy from 'dashboard/components/policy.vue';
+import { ROLE_ADMINISTRATOR } from 'dashboard/constants/permissions.js';
 
 const props = defineProps({
   visibleContactIds: {
@@ -104,7 +105,7 @@ const handleAssignLabels = labels => {
             @assign="handleAssignLabels"
           />
           <div class="w-px h-3 bg-n-weak rounded-lg" />
-          <Policy :permissions="['administrator']">
+          <Policy :permissions="[ROLE_ADMINISTRATOR]">
             <Button
               v-tooltip.bottom="t('CONTACTS_BULK_ACTIONS.DELETE_CONTACTS')"
               sm
diff --git a/frontend/app/javascript/dashboard/routes/dashboard/contacts/routes.js b/frontend/app/javascript/dashboard/routes/dashboard/contacts/routes.js
index 27de6ed1..12e24dcb 100644
--- a/frontend/app/javascript/dashboard/routes/dashboard/contacts/routes.js
+++ b/frontend/app/javascript/dashboard/routes/dashboard/contacts/routes.js
@@ -2,10 +2,14 @@ import { frontendURL } from '../../../helper/URLHelper';
 import ContactsIndex from './pages/ContactsIndex.vue';
 import ContactManageView from './pages/ContactManageView.vue';
 import { FEATURE_FLAGS } from '../../../featureFlags';
+import {
+  ROLE_ADMINISTRATOR,
+  ROLE_AGENT,
+} from 'dashboard/constants/permissions.js';
 
 const commonMeta = {
   featureFlag: FEATURE_FLAGS.CRM,
-  permissions: ['administrator', 'agent', 'contact_manage'],
+  permissions: [ROLE_ADMINISTRATOR, ROLE_AGENT, 'contact_manage'],
 };
 
 export const routes = [
diff --git a/frontend/app/javascript/dashboard/routes/dashboard/conversation/ShangwutongClassifications.vue b/frontend/app/javascript/dashboard/routes/dashboard/conversation/ShangwutongClassifications.vue
index f228d298..510eb0a3 100644
--- a/frontend/app/javascript/dashboard/routes/dashboard/conversation/ShangwutongClassifications.vue
+++ b/frontend/app/javascript/dashboard/routes/dashboard/conversation/ShangwutongClassifications.vue
@@ -1,5 +1,5 @@
 <script setup>
-import { computed, ref, watch } from 'vue';
+import { computed, reactive, ref, watch } from 'vue';
 import { useI18n } from 'vue-i18n';
 import { useAlert } from 'dashboard/composables';
 import { useMapGetter } from 'dashboard/composables/store';
@@ -34,7 +34,10 @@ const catalog = ref({
 const selectedChatKind = ref('');
 const selectedCustomerColor = ref('');
 const isLoading = ref(false);
-const saving = ref('');
+const saving = reactive({ chat: false, color: false });
+const operationStatus = reactive({ chat: '', color: '' });
+const requestGeneration = ref(0);
+const operationGeneration = reactive({ chat: 0, color: 0 });
 
 const isShangwutong = computed(
   () =>
@@ -49,9 +52,12 @@ const attributes = computed(() => {
   return currentChat.value?.meta?.additional_attributes || {};
 });
 
-const resetSelections = () => {
-  selectedChatKind.value =
-    attributes.value.swt_chat_kind || attributes.value.swt_chat_kind_id || '';
+const resetSelection = type => {
+  if (type === 'chat') {
+    selectedChatKind.value =
+      attributes.value.swt_chat_kind || attributes.value.swt_chat_kind_id || '';
+    return;
+  }
   selectedCustomerColor.value = '';
   const currentColor = attributes.value.swt_label_color;
   if (currentColor !== undefined && currentColor !== null) {
@@ -63,17 +69,61 @@ const resetSelections = () => {
   }
 };
 
+const hydrateSelections = () => {
+  resetSelection('chat');
+  resetSelection('color');
+  const operations = attributes.value.swt_classification_operations || {};
+  [
+    ['chat', 'set_chat_kind'],
+    ['color', 'set_customer_color'],
+  ].forEach(([type, operation]) => {
+    const state = operations[operation];
+    if (!state) {
+      operationStatus[type] = '';
+    } else {
+      operationStatus[type] = state.status || '';
+      if (
+        ['pending', 'uncertain', 'succeeded'].includes(state.status) &&
+        state.value
+      ) {
+        if (type === 'chat') selectedChatKind.value = String(state.value);
+        else selectedCustomerColor.value = String(state.value);
+      }
+    }
+  });
+};
+
 const fetchClassifications = async () => {
-  if (!isShangwutong.value || !props.inboxId) return;
-  isLoading.value = true;
-  try {
-    const response = await ShangwutongClassificationsAPI.get(props.inboxId);
-    catalog.value = response.data;
-    resetSelections();
-  } catch (error) {
-    useAlert(t('CONVERSATION_SIDEBAR.SHANGWUTONG_CLASSIFICATIONS.LOAD_ERROR'));
-  } finally {
+  const generation = requestGeneration.value + 1;
+  requestGeneration.value = generation;
+  const inboxId = props.inboxId;
+  if (!isShangwutong.value || !inboxId) {
     isLoading.value = false;
+    return;
+  }
+  isLoading.value = true;
+  operationStatus.chat = '';
+  operationStatus.color = '';
+  try {
+    const response = await ShangwutongClassificationsAPI.get(inboxId);
+    if (
+      generation !== requestGeneration.value ||
+      String(props.inboxId) !== String(inboxId)
+    ) {
+      return;
+    }
+    catalog.value = response.data;
+    hydrateSelections();
+  } catch (error) {
+    if (generation === requestGeneration.value) {
+      useAlert(
+        t('CONVERSATION_SIDEBAR.SHANGWUTONG_CLASSIFICATIONS.LOAD_ERROR')
+      );
+    }
+  } finally {
+    if (generation === requestGeneration.value) {
+      isLoading.value = false;
+    }
   }
 };
 
@@ -83,18 +133,53 @@ const conversationAttributesFrom = response =>
   response.data?.meta?.additional_attributes ||
   {};
 
-const waitForConfirmation = async (type, value, eventID, attempt = 0) => {
-  if (attempt >= 10) return null;
+const waitForConfirmation = async (
+  type,
+  operation,
+  value,
+  eventID,
+  conversationId,
+  generation,
+  attempt = 0
+) => {
+  if (!eventID || attempt >= 10) return null;
+  if (
+    generation !== requestGeneration.value ||
+    String(props.conversationId) !== String(conversationId)
+  ) {
+    return null;
+  }
   await new Promise(resolve => {
     setTimeout(resolve, 500);
   });
   try {
-    const response = await ShangwutongClassificationsAPI.getConversation(
-      props.conversationId
-    );
+    const response =
+      await ShangwutongClassificationsAPI.getConversation(conversationId);
+    if (
+      generation !== requestGeneration.value ||
+      String(props.conversationId) !== String(conversationId)
+    ) {
+      return null;
+    }
     const updated = conversationAttributesFrom(response);
-    if (updated.swt_classification_event_id === eventID) {
-      if (updated.swt_classification_status !== 'succeeded') return false;
+    const operationState = updated.swt_classification_operations?.[operation];
+    const currentEventID =
+      operationState?.event_id || updated.swt_classification_event_id;
+    const currentStatus =
+      operationState?.status || updated.swt_classification_status;
+    if (currentEventID === eventID) {
+      if (currentStatus === 'failed') return false;
+      if (currentStatus !== 'succeeded') {
+        return waitForConfirmation(
+          type,
+          operation,
+          value,
+          eventID,
+          conversationId,
+          generation,
+          attempt + 1
+        );
+      }
       return type === 'chat'
         ? String(updated.swt_chat_kind) === String(value)
         : String(updated.swt_label_color) === String(value);
@@ -102,45 +187,84 @@ const waitForConfirmation = async (type, value, eventID, attempt = 0) => {
   } catch (error) {
     return null;
   }
-  return waitForConfirmation(type, value, eventID, attempt + 1);
+  return waitForConfirmation(
+    type,
+    operation,
+    value,
+    eventID,
+    conversationId,
+    generation,
+    attempt + 1
+  );
 };
 
 const updateClassification = async (type, value) => {
-  if (!value || saving.value || !isReady.value) return;
-  saving.value = type;
+  if (!value) {
+    resetSelection(type);
+    return;
+  }
+  if (saving[type] || !isReady.value) return;
+  const conversationId = props.conversationId;
+  const generation = requestGeneration.value;
+  const operationID = operationGeneration[type] + 1;
+  operationGeneration[type] = operationID;
+  saving[type] = true;
+  operationStatus[type] = 'pending';
+  const operation = type === 'chat' ? 'set_chat_kind' : 'set_customer_color';
   const payload =
     type === 'chat' ? { chat_kind_id: value } : { customer_color_id: value };
   try {
     const response = await ShangwutongClassificationsAPI.updateConversation(
-      props.conversationId,
+      conversationId,
       payload
     );
     const confirmation = await waitForConfirmation(
       type,
+      operation,
       value,
-      response.data?.sync_id
+      response.data?.sync_id,
+      conversationId,
+      generation
     );
+    if (
+      generation !== requestGeneration.value ||
+      operationID !== operationGeneration[type] ||
+      String(props.conversationId) !== String(conversationId)
+    ) {
+      return;
+    }
     if (confirmation === true) {
+      operationStatus[type] = 'succeeded';
       useAlert(
         t('CONVERSATION_SIDEBAR.SHANGWUTONG_CLASSIFICATIONS.UPDATE_CONFIRMED')
       );
     } else if (confirmation === false) {
-      resetSelections();
+      operationStatus[type] = 'failed';
+      resetSelection(type);
       useAlert(
         t('CONVERSATION_SIDEBAR.SHANGWUTONG_CLASSIFICATIONS.UPDATE_ERROR')
       );
     } else {
+      operationStatus[type] = 'pending';
       useAlert(
         t('CONVERSATION_SIDEBAR.SHANGWUTONG_CLASSIFICATIONS.UPDATE_PENDING')
       );
     }
   } catch (error) {
-    resetSelections();
-    useAlert(
-      t('CONVERSATION_SIDEBAR.SHANGWUTONG_CLASSIFICATIONS.UPDATE_ERROR')
-    );
+    if (
+      generation === requestGeneration.value &&
+      operationID === operationGeneration[type]
+    ) {
+      operationStatus[type] = 'failed';
+      resetSelection(type);
+      useAlert(
+        t('CONVERSATION_SIDEBAR.SHANGWUTONG_CLASSIFICATIONS.UPDATE_ERROR')
+      );
+    }
   } finally {
-    saving.value = '';
+    if (operationID === operationGeneration[type]) {
+      saving[type] = false;
+    }
   }
 };
 
@@ -149,7 +273,7 @@ watch(
   fetchClassifications,
   { immediate: true }
 );
-watch(() => props.conversationAttributes, resetSelections, { deep: true });
+watch(() => props.conversationAttributes, hydrateSelections, { deep: true });
 </script>
 
 <template>
@@ -183,7 +307,7 @@ watch(() => props.conversationAttributes, resetSelections, { deep: true });
           <select
             v-model="selectedChatKind"
             class="w-full mt-1"
-            :disabled="isLoading || !!saving"
+            :disabled="isLoading || saving.chat"
             @change="updateClassification('chat', selectedChatKind)"
           >
             <option value="">
@@ -199,6 +323,31 @@ watch(() => props.conversationAttributes, resetSelections, { deep: true });
               {{ item.name }}
             </option>
           </select>
+          <p
+            v-if="operationStatus.chat === 'failed'"
+            class="mt-1 text-body-small text-n-ruby-10"
+            role="alert"
+          >
+            {{
+              $t(
+                'CONVERSATION_SIDEBAR.SHANGWUTONG_CLASSIFICATIONS.UPDATE_ERROR'
+              )
+            }}
+          </p>
+          <p
+            v-else-if="
+              operationStatus.chat === 'pending' ||
+              operationStatus.chat === 'uncertain'
+            "
+            class="mt-1 text-body-small text-n-slate-10"
+            aria-live="polite"
+          >
+            {{
+              $t(
+                'CONVERSATION_SIDEBAR.SHANGWUTONG_CLASSIFICATIONS.UPDATE_PENDING'
+              )
+            }}
+          </p>
         </label>
         <label class="block text-body-small text-n-slate-11">
           {{
@@ -209,7 +358,7 @@ watch(() => props.conversationAttributes, resetSelections, { deep: true });
           <select
             v-model="selectedCustomerColor"
             class="w-full mt-1"
-            :disabled="isLoading || !!saving"
+            :disabled="isLoading || saving.color"
             @change="updateClassification('color', selectedCustomerColor)"
           >
             <option value="">
@@ -225,6 +374,31 @@ watch(() => props.conversationAttributes, resetSelections, { deep: true });
               {{ item.name }}
             </option>
           </select>
+          <p
+            v-if="operationStatus.color === 'failed'"
+            class="mt-1 text-body-small text-n-ruby-10"
+            role="alert"
+          >
+            {{
+              $t(
+                'CONVERSATION_SIDEBAR.SHANGWUTONG_CLASSIFICATIONS.UPDATE_ERROR'
+              )
+            }}
+          </p>
+          <p
+            v-else-if="
+              operationStatus.color === 'pending' ||
+              operationStatus.color === 'uncertain'
+            "
+            class="mt-1 text-body-small text-n-slate-10"
+            aria-live="polite"
+          >
+            {{
+              $t(
+                'CONVERSATION_SIDEBAR.SHANGWUTONG_CLASSIFICATIONS.UPDATE_PENDING'
+              )
+            }}
+          </p>
         </label>
       </div>
     </div>
diff --git a/frontend/app/javascript/dashboard/routes/dashboard/conversation/contact/ContactInfo.vue b/frontend/app/javascript/dashboard/routes/dashboard/conversation/contact/ContactInfo.vue
index 455b0806..2a806ce6 100644
--- a/frontend/app/javascript/dashboard/routes/dashboard/conversation/contact/ContactInfo.vue
+++ b/frontend/app/javascript/dashboard/routes/dashboard/conversation/contact/ContactInfo.vue
@@ -2,8 +2,8 @@
 import { mapGetters } from 'vuex';
 import { useAlert } from 'dashboard/composables';
 import {
-	DuplicateContactException,
-	ExceptionWithMessage,
+  DuplicateContactException,
+  ExceptionWithMessage,
 } from 'shared/helpers/CustomErrors';
 import { dynamicTime } from 'shared/helpers/timeHelper';
 import { useAdmin } from 'dashboard/composables/useAdmin';
@@ -19,403 +19,398 @@ import VoiceCallButton from 'dashboard/components-next/Contacts/VoiceCallButton.
 import InlineInput from 'dashboard/components-next/inline-input/InlineInput.vue';
 
 export default {
-	components: {
-		NextButton,
-		ContactInfoRow,
-		EditContact,
-		Avatar,
-		ComposeConversation,
-		SocialIcons,
-		ContactMergeModal,
-		ContactDeleteModal,
-		VoiceCallButton,
-		InlineInput,
-	},
-	props: {
-		contact: {
-			type: Object,
-			default: () => ({}),
-		},
-		showAvatar: {
-			type: Boolean,
-			default: true,
-		},
-	},
-	emits: ['panelClose'],
-	setup() {
-		const { isAdmin } = useAdmin();
-		return {
-			isAdmin,
-		};
-	},
-	data() {
-		return {
-			showEditModal: false,
-			isEditingName: false,
-			editName: '',
-		};
-	},
-	computed: {
-		...mapGetters({ uiFlags: 'contacts/getUIFlags' }),
-		contactProfileLink() {
-			return `/app/accounts/${this.$route.params.accountId}/contacts/${this.contact.id}`;
-		},
-		additionalAttributes() {
-			return this.contact.additional_attributes || {};
-		},
-		quickPhonePrefix() {
-			const countryCode = (
-				this.additionalAttributes.country_code ||
-				this.contact.country_code ||
-				''
-			).toUpperCase();
-			const country = this.additionalAttributes.country || '';
-			return countryCode === 'CN' || country === 'China' ? '+86' : '';
-		},
-		location() {
-			const {
-				country = '',
-				city = '',
-				country_code: countryCode,
-			} = this.additionalAttributes;
-			const cityAndCountry = [city, country]
-				.filter(item => !!item)
-				.join(', ');
+  components: {
+    NextButton,
+    ContactInfoRow,
+    EditContact,
+    Avatar,
+    ComposeConversation,
+    SocialIcons,
+    ContactMergeModal,
+    ContactDeleteModal,
+    VoiceCallButton,
+    InlineInput,
+  },
+  props: {
+    contact: {
+      type: Object,
+      default: () => ({}),
+    },
+    showAvatar: {
+      type: Boolean,
+      default: true,
+    },
+  },
+  emits: ['panelClose'],
+  setup() {
+    const { isAdmin } = useAdmin();
+    return {
+      isAdmin,
+    };
+  },
+  data() {
+    return {
+      showEditModal: false,
+      isEditingName: false,
+      editName: '',
+    };
+  },
+  computed: {
+    ...mapGetters({ uiFlags: 'contacts/getUIFlags' }),
+    contactProfileLink() {
+      return `/app/accounts/${this.$route.params.accountId}/contacts/${this.contact.id}`;
+    },
+    additionalAttributes() {
+      return this.contact.additional_attributes || {};
+    },
+    quickPhonePrefix() {
+      const countryCode = (
+        this.additionalAttributes.country_code ||
+        this.contact.country_code ||
+        ''
+      ).toUpperCase();
+      const country = this.additionalAttributes.country || '';
+      return countryCode === 'CN' || country === 'China' ? '+86' : '';
+    },
+    location() {
+      const {
+        country = '',
+        city = '',
+        country_code: countryCode,
+      } = this.additionalAttributes;
+      const cityAndCountry = [city, country].filter(item => !!item).join(', ');
 
-			if (!cityAndCountry) {
-				return '';
-			}
-			return this.findCountryFlag(countryCode, cityAndCountry);
-		},
-		socialProfiles() {
-			const {
-				social_profiles: socialProfiles,
-				screen_name: twitterScreenName,
-				social_telegram_user_name: telegramUsername,
-			} = this.additionalAttributes;
+      if (!cityAndCountry) {
+        return '';
+      }
+      return this.findCountryFlag(countryCode, cityAndCountry);
+    },
+    socialProfiles() {
+      const {
+        social_profiles: socialProfiles,
+        screen_name: twitterScreenName,
+        social_telegram_user_name: telegramUsername,
+      } = this.additionalAttributes;
 
-			const telegram = socialProfiles?.telegram || telegramUsername || '';
-			const twitter = socialProfiles?.twitter || twitterScreenName || '';
+      const telegram = socialProfiles?.telegram || telegramUsername || '';
+      const twitter = socialProfiles?.twitter || twitterScreenName || '';
 
-			return {
-				...(socialProfiles || {}),
-				twitter,
-				telegram,
-			};
-		},
-	},
-	watch: {
-		'contact.id': {
-			handler(id) {
-				this.$store.dispatch('contacts/fetchContactableInbox', id);
-			},
-			immediate: true,
-		},
-	},
-	methods: {
-		dynamicTime,
-		toggleEditModal() {
-			this.showEditModal = !this.showEditModal;
-		},
-		findCountryFlag(countryCode, cityAndCountry) {
-			try {
-				if (!countryCode) {
-					return `${cityAndCountry} 🌎`;
-				}
+      return {
+        ...(socialProfiles || {}),
+        twitter,
+        telegram,
+      };
+    },
+    shangwutongNameOperations() {
+      return (this.contact.contactInboxes || this.contact.contact_inboxes || [])
+        .map(contactInbox => ({
+          contactInbox,
+          operation:
+            contactInbox.shangwutongContactNameOperation ||
+            contactInbox.shangwutong_contact_name_operation,
+        }))
+        .filter(({ operation }) => operation);
+    },
+  },
+  watch: {
+    'contact.id': {
+      handler(id) {
+        this.$store.dispatch('contacts/fetchContactableInbox', id);
+      },
+      immediate: true,
+    },
+  },
+  methods: {
+    dynamicTime,
+    toggleEditModal() {
+      this.showEditModal = !this.showEditModal;
+    },
+    findCountryFlag(countryCode, cityAndCountry) {
+      try {
+        if (!countryCode) {
+          return `${cityAndCountry} 🌎`;
+        }
 
-				const code = countryCode?.toLowerCase();
-				return `${cityAndCountry} <span class="fi fi-${code} size-3.5"></span>`;
-			} catch (error) {
-				return '';
-			}
-		},
-		startEditingName() {
-			this.editName = this.contact.name || '';
-			this.isEditingName = true;
-			this.$nextTick(() => {
-				this.$refs.nameInput?.focus();
-			});
-		},
-		saveNameEdit() {
-			if (!this.isEditingName) return;
-			this.isEditingName = false;
-			const trimmed = this.editName.trim();
-			if (trimmed && trimmed !== this.contact.name) {
-				this.updateContactField({ name: trimmed });
-			}
-		},
-		cancelNameEdit() {
-			this.isEditingName = false;
-		},
-		onFieldUpdate(field, value) {
-			const normalizedValue =
-				field === 'phone_number'
-					? this.normalizeQuickPhone(value)
-					: value;
-			this.updateContactField({ [field]: normalizedValue });
-		},
-		normalizeQuickPhone(value) {
-			const phone = value.trim().replace(/[\s()-]/g, '');
-			if (!phone || phone.startsWith('+')) return phone;
+        const code = countryCode?.toLowerCase();
+        return `${cityAndCountry} <span class="fi fi-${code} size-3.5"></span>`;
+      } catch (error) {
+        return '';
+      }
+    },
+    startEditingName() {
+      this.editName = this.contact.name || '';
+      this.isEditingName = true;
+      this.$nextTick(() => {
+        this.$refs.nameInput?.focus();
+      });
+    },
+    saveNameEdit() {
+      if (!this.isEditingName) return;
+      this.isEditingName = false;
+      const trimmed = this.editName.trim();
+      if (trimmed && trimmed !== this.contact.name) {
+        this.updateContactField({ name: trimmed });
+      }
+    },
+    cancelNameEdit() {
+      this.isEditingName = false;
+    },
+    onFieldUpdate(field, value) {
+      const normalizedValue =
+        field === 'phone_number' ? this.normalizeQuickPhone(value) : value;
+      this.updateContactField({ [field]: normalizedValue });
+    },
+    normalizeQuickPhone(value) {
+      const phone = value.trim().replace(/[\s()-]/g, '');
+      if (!phone || phone.startsWith('+')) return phone;
 
-			const countryCode = (
-				this.additionalAttributes.country_code ||
-				this.contact.country_code ||
-				''
-			).toUpperCase();
-			const country = this.additionalAttributes.country || '';
-			if (countryCode === 'CN' || country === 'China') {
-				return `+86${phone.replace(/^0+/, '')}`;
-			}
-			return phone;
-		},
-		async updateContactField(attrs) {
-			const contactId = this.contact.id;
-			try {
-				await this.$store.dispatch('contacts/update', {
-					id: contactId,
-					...attrs,
-				});
-				useAlert(this.$t('CONTACT_FORM.SUCCESS_MESSAGE'));
-				await this.$store.dispatch(
-					'contacts/fetchContactableInbox',
-					contactId
-				);
-			} catch (error) {
-				if (error instanceof DuplicateContactException) {
-					const detail = error.contactErrorDetail;
-					if (detail) {
-						useAlert(detail);
-					} else {
-						const invalidAttrs = Array.isArray(error.data)
-							? error.data
-							: [];
-						if (invalidAttrs.includes('email')) {
-							useAlert(
-								this.$t(
-									'CONTACT_FORM.FORM.EMAIL_ADDRESS.DUPLICATE'
-								)
-							);
-						} else if (invalidAttrs.includes('phone_number')) {
-							useAlert(
-								this.$t(
-									'CONTACT_FORM.FORM.PHONE_NUMBER.DUPLICATE'
-								)
-							);
-						} else {
-							useAlert(this.$t('CONTACT_FORM.ERROR_MESSAGE'));
-						}
-					}
-				} else if (error instanceof ExceptionWithMessage) {
-					useAlert(error.data);
-				} else {
-					useAlert(
-						error.message || this.$t('CONTACT_FORM.ERROR_MESSAGE')
-					);
-				}
-			}
-		},
-	},
+      const countryCode = (
+        this.additionalAttributes.country_code ||
+        this.contact.country_code ||
+        ''
+      ).toUpperCase();
+      const country = this.additionalAttributes.country || '';
+      if (countryCode === 'CN' || country === 'China') {
+        return `+86${phone.replace(/^0+/, '')}`;
+      }
+      return phone;
+    },
+    async updateContactField(attrs) {
+      const contactId = this.contact.id;
+      try {
+        await this.$store.dispatch('contacts/update', {
+          id: contactId,
+          ...attrs,
+        });
+        useAlert(this.$t('CONTACT_FORM.SUCCESS_MESSAGE'));
+        await this.$store.dispatch('contacts/fetchContactableInbox', contactId);
+      } catch (error) {
+        if (error instanceof DuplicateContactException) {
+          const detail = error.contactErrorDetail;
+          if (detail) {
+            useAlert(detail);
+          } else {
+            const invalidAttrs = Array.isArray(error.data) ? error.data : [];
+            if (invalidAttrs.includes('email')) {
+              useAlert(this.$t('CONTACT_FORM.FORM.EMAIL_ADDRESS.DUPLICATE'));
+            } else if (invalidAttrs.includes('phone_number')) {
+              useAlert(this.$t('CONTACT_FORM.FORM.PHONE_NUMBER.DUPLICATE'));
+            } else {
+              useAlert(this.$t('CONTACT_FORM.ERROR_MESSAGE'));
+            }
+          }
+        } else if (error instanceof ExceptionWithMessage) {
+          useAlert(error.data);
+        } else {
+          useAlert(error.message || this.$t('CONTACT_FORM.ERROR_MESSAGE'));
+        }
+      }
+    },
+  },
 };
 </script>
 
 <template>
-	<div class="relative items-center w-full p-4">
-		<div class="flex flex-col w-full gap-2 text-left rtl:text-right">
-			<div class="flex flex-row justify-between">
-				<Avatar
-					v-if="showAvatar"
-					:src="contact.thumbnail"
-					:name="contact.name"
-					:status="contact.availability_status"
-					:size="48"
-					hide-offline-status
-					rounded-full
-				/>
-			</div>
+  <div class="relative items-center w-full p-4">
+    <div class="flex flex-col w-full gap-2 text-left rtl:text-right">
+      <div class="flex flex-row justify-between">
+        <Avatar
+          v-if="showAvatar"
+          :src="contact.thumbnail"
+          :name="contact.name"
+          :status="contact.availability_status"
+          :size="48"
+          hide-offline-status
+          rounded-full
+        />
+      </div>
 
-			<div class="flex flex-col items-start gap-1.5 min-w-0 w-full">
-				<div
-					v-if="showAvatar"
-					class="flex items-center w-full min-w-0 gap-3"
-				>
-					<InlineInput
-						v-if="isEditingName"
-						ref="nameInput"
-						v-model="editName"
-						custom-input-class="!text-base !font-medium"
-						class="!w-fit"
-						@enter-press="saveNameEdit"
-						@escape-press="cancelNameEdit"
-						@blur="saveNameEdit"
-					/>
-					<h3
-						v-else
-						class="group/name flex-shrink max-w-full min-w-0 my-0 text-base capitalize break-words text-n-slate-12 cursor-pointer hover:text-n-slate-12/80"
-						:title="$t('CONTACT_PANEL.CLICK_TO_EDIT')"
-						@click="startEditingName"
-					>
-						{{ contact.name }}
-						<span
-							class="i-lucide-pencil text-xs text-n-slate-10 opacity-0 group-hover/name:opacity-100 transition-opacity ml-1 align-middle"
-						/>
-					</h3>
-					<div class="flex flex-row items-center gap-2">
-						<span
-							v-if="contact.created_at"
-							v-tooltip.left="
-								`${$t('CONTACT_PANEL.CREATED_AT_LABEL')} ${dynamicTime(
-									contact.created_at
-								)}`
-							"
-							class="i-lucide-info text-sm text-n-slate-10"
-						/>
-						<a
-							:href="contactProfileLink"
-							target="_blank"
-							rel="noopener nofollow noreferrer"
-							class="leading-3"
-						>
-							<span
-								class="i-lucide-external-link text-sm text-n-slate-10"
-							/>
-						</a>
-					</div>
-				</div>
+      <div class="flex flex-col items-start gap-1.5 min-w-0 w-full">
+        <div v-if="showAvatar" class="flex items-center w-full min-w-0 gap-3">
+          <InlineInput
+            v-if="isEditingName"
+            ref="nameInput"
+            v-model="editName"
+            custom-input-class="!text-base !font-medium"
+            class="!w-fit"
+            @enter-press="saveNameEdit"
+            @escape-press="cancelNameEdit"
+            @blur="saveNameEdit"
+          />
+          <h3
+            v-else
+            class="group/name flex-shrink max-w-full min-w-0 my-0 text-base capitalize break-words text-n-slate-12 cursor-pointer hover:text-n-slate-12/80"
+            :title="$t('CONTACT_PANEL.CLICK_TO_EDIT')"
+            @click="startEditingName"
+          >
+            {{ contact.name }}
+            <span
+              class="i-lucide-pencil text-xs text-n-slate-10 opacity-0 group-hover/name:opacity-100 transition-opacity ml-1 align-middle"
+            />
+          </h3>
+          <div
+            v-if="shangwutongNameOperations.length"
+            class="flex flex-col gap-1 text-xs text-n-slate-10"
+          >
+            <span
+              v-for="item in shangwutongNameOperations"
+              :key="item.operation.contact_inbox_id"
+            >
+              {{
+                item.contactInbox.inbox?.name ||
+                item.contactInbox.inboxName ||
+                item.contactInbox.sourceId ||
+                item.contactInbox.source_id
+              }}:
+              {{ item.operation.status }}
+              <span v-if="item.operation.error_message">
+                — {{ item.operation.error_message }}</span
+              >
+            </span>
+          </div>
+          <div class="flex flex-row items-center gap-2">
+            <span
+              v-if="contact.created_at"
+              v-tooltip.left="
+                `${$t('CONTACT_PANEL.CREATED_AT_LABEL')} ${dynamicTime(
+                  contact.created_at
+                )}`
+              "
+              class="i-lucide-info text-sm text-n-slate-10"
+            />
+            <a
+              :href="contactProfileLink"
+              target="_blank"
+              rel="noopener nofollow noreferrer"
+              class="leading-3"
+            >
+              <span class="i-lucide-external-link text-sm text-n-slate-10" />
+            </a>
+          </div>
+        </div>
 
-				<p
-					v-if="additionalAttributes.description"
-					class="break-words mb-0.5"
-				>
-					{{ additionalAttributes.description }}
-				</p>
-				<div class="flex flex-col items-start w-full gap-2">
-					<ContactInfoRow
-						:href="contact.email ? `mailto:${contact.email}` : ''"
-						:value="contact.email"
-						icon="mail"
-						emoji="✉️"
-						:title="$t('CONTACT_PANEL.EMAIL_ADDRESS')"
-						show-copy
-						editable
-						@update="value => onFieldUpdate('email', value)"
-					/>
-					<ContactInfoRow
-						:href="
-							contact.phone_number
-								? `tel:${contact.phone_number}`
-								: ''
-						"
-						:value="contact.phone_number"
-						:edit-prefix="quickPhonePrefix"
-						icon="call"
-						emoji="📞"
-						:title="$t('CONTACT_PANEL.PHONE_NUMBER')"
-						show-copy
-						editable
-						@update="value => onFieldUpdate('phone_number', value)"
-					/>
-					<ContactInfoRow
-						v-if="contact.identifier"
-						:value="contact.identifier"
-						icon="contact-identify"
-						emoji="🪪"
-						:title="$t('CONTACT_PANEL.IDENTIFIER')"
-					/>
-					<ContactInfoRow
-						:value="additionalAttributes.company_name"
-						icon="building-bank"
-						emoji="🏢"
-						:title="$t('CONTACT_PANEL.COMPANY')"
-						editable
-						@update="
-							value =>
-								updateContactField({
-									additional_attributes: {
-										...additionalAttributes,
-										company_name: value,
-									},
-								})
-						"
-					/>
-					<ContactInfoRow
-						v-if="location || additionalAttributes.location"
-						:value="location || additionalAttributes.location"
-						icon="map"
-						emoji="🌍"
-						:title="$t('CONTACT_PANEL.LOCATION')"
-					/>
-					<SocialIcons :social-profiles="socialProfiles" />
-				</div>
-			</div>
-			<div class="flex items-center w-full mt-0.5 gap-2">
-				<ComposeConversation :contact-id="String(contact.id)">
-					<template #trigger>
-						<NextButton
-							v-tooltip.top-end="$t('CONTACT_PANEL.NEW_MESSAGE')"
-							icon="i-ph-chat-circle-dots"
-							slate
-							faded
-							sm
-						/>
-					</template>
-				</ComposeConversation>
-				<VoiceCallButton
-					:phone="contact.phone_number"
-					:contact-id="contact.id"
-					icon="i-ri-phone-fill"
-					size="sm"
-					:tooltip-label="$t('CONTACT_PANEL.CALL')"
-					slate
-					faded
-				/>
-				<NextButton
-					v-tooltip.top-end="$t('EDIT_CONTACT.BUTTON_LABEL')"
-					icon="i-ph-pencil-simple"
-					slate
-					faded
-					sm
-					@click="toggleEditModal"
-				/>
-				<ContactMergeModal :primary-contact="contact">
-					<template #trigger>
-						<NextButton
-							v-tooltip.top-end="
-								$t('CONTACT_PANEL.MERGE_CONTACT')
-							"
-							icon="i-ph-arrows-merge"
-							slate
-							faded
-							sm
-							:disabled="uiFlags.isMerging"
-						/>
-					</template>
-				</ContactMergeModal>
-				<ContactDeleteModal
-					v-if="isAdmin"
-					:contact="contact"
-					@deleted="$emit('panelClose')"
-				>
-					<template #trigger>
-						<NextButton
-							v-tooltip.top-end="
-								$t('DELETE_CONTACT.BUTTON_LABEL')
-							"
-							icon="i-ph-trash"
-							slate
-							faded
-							sm
-							ruby
-							:disabled="uiFlags.isDeleting"
-						/>
-					</template>
-				</ContactDeleteModal>
-			</div>
-			<EditContact
-				:show="showEditModal"
-				:contact="contact"
-				@cancel="toggleEditModal"
-			/>
-		</div>
-	</div>
+        <p v-if="additionalAttributes.description" class="break-words mb-0.5">
+          {{ additionalAttributes.description }}
+        </p>
+        <div class="flex flex-col items-start w-full gap-2">
+          <ContactInfoRow
+            :href="contact.email ? `mailto:${contact.email}` : ''"
+            :value="contact.email"
+            icon="mail"
+            emoji="✉️"
+            :title="$t('CONTACT_PANEL.EMAIL_ADDRESS')"
+            show-copy
+            editable
+            @update="value => onFieldUpdate('email', value)"
+          />
+          <ContactInfoRow
+            :href="contact.phone_number ? `tel:${contact.phone_number}` : ''"
+            :value="contact.phone_number"
+            :edit-prefix="quickPhonePrefix"
+            icon="call"
+            emoji="📞"
+            :title="$t('CONTACT_PANEL.PHONE_NUMBER')"
+            show-copy
+            editable
+            @update="value => onFieldUpdate('phone_number', value)"
+          />
+          <ContactInfoRow
+            v-if="contact.identifier"
+            :value="contact.identifier"
+            icon="contact-identify"
+            emoji="🪪"
+            :title="$t('CONTACT_PANEL.IDENTIFIER')"
+          />
+          <ContactInfoRow
+            :value="additionalAttributes.company_name"
+            icon="building-bank"
+            emoji="🏢"
+            :title="$t('CONTACT_PANEL.COMPANY')"
+            editable
+            @update="
+              value =>
+                updateContactField({
+                  additional_attributes: {
+                    ...additionalAttributes,
+                    company_name: value,
+                  },
+                })
+            "
+          />
+          <ContactInfoRow
+            v-if="location || additionalAttributes.location"
+            :value="location || additionalAttributes.location"
+            icon="map"
+            emoji="🌍"
+            :title="$t('CONTACT_PANEL.LOCATION')"
+          />
+          <SocialIcons :social-profiles="socialProfiles" />
+        </div>
+      </div>
+      <div class="flex items-center w-full mt-0.5 gap-2">
+        <ComposeConversation :contact-id="String(contact.id)">
+          <template #trigger>
+            <NextButton
+              v-tooltip.top-end="$t('CONTACT_PANEL.NEW_MESSAGE')"
+              icon="i-ph-chat-circle-dots"
+              slate
+              faded
+              sm
+            />
+          </template>
+        </ComposeConversation>
+        <VoiceCallButton
+          :phone="contact.phone_number"
+          :contact-id="contact.id"
+          icon="i-ri-phone-fill"
+          size="sm"
+          :tooltip-label="$t('CONTACT_PANEL.CALL')"
+          slate
+          faded
+        />
+        <NextButton
+          v-tooltip.top-end="$t('EDIT_CONTACT.BUTTON_LABEL')"
+          icon="i-ph-pencil-simple"
+          slate
+          faded
+          sm
+          @click="toggleEditModal"
+        />
+        <ContactMergeModal :primary-contact="contact">
+          <template #trigger>
+            <NextButton
+              v-tooltip.top-end="$t('CONTACT_PANEL.MERGE_CONTACT')"
+              icon="i-ph-arrows-merge"
+              slate
+              faded
+              sm
+              :disabled="uiFlags.isMerging"
+            />
+          </template>
+        </ContactMergeModal>
+        <ContactDeleteModal
+          v-if="isAdmin"
+          :contact="contact"
+          @deleted="$emit('panelClose')"
+        >
+          <template #trigger>
+            <NextButton
+              v-tooltip.top-end="$t('DELETE_CONTACT.BUTTON_LABEL')"
+              icon="i-ph-trash"
+              slate
+              faded
+              sm
+              ruby
+              :disabled="uiFlags.isDeleting"
+            />
+          </template>
+        </ContactDeleteModal>
+      </div>
+      <EditContact
+        :show="showEditModal"
+        :contact="contact"
+        @cancel="toggleEditModal"
+      />
+    </div>
+  </div>
 </template>
diff --git a/frontend/app/javascript/dashboard/routes/dashboard/conversation/contact/ContactNotes.vue b/frontend/app/javascript/dashboard/routes/dashboard/conversation/contact/ContactNotes.vue
index c828c60e..a1e8de8b 100644
--- a/frontend/app/javascript/dashboard/routes/dashboard/conversation/contact/ContactNotes.vue
+++ b/frontend/app/javascript/dashboard/routes/dashboard/conversation/contact/ContactNotes.vue
@@ -20,9 +20,14 @@ const uiFlags = useMapGetter('contactNotes/getUIFlags');
 const notesByContact = useMapGetter('contactNotes/getAllNotesByContactId');
 const isFetchingNotes = computed(() => uiFlags.value.isFetching);
 const isCreatingNote = computed(() => uiFlags.value.isCreating);
+const isUpdatingNote = computed(() => uiFlags.value.isUpdating);
+const isDeletingNote = computed(() => uiFlags.value.isDeleting);
 const contactId = computed(() => props.contactId);
 const noteContent = ref('');
+const editingNoteId = ref(null);
+let editorGeneration = 0;
 const shouldShowCreateModal = ref(false);
+const shouldShowEditModal = ref(false);
 const notes = computed(() => {
   if (!contactId.value) {
     return [];
@@ -42,30 +47,86 @@ const openCreateModal = () => {
     return;
   }
 
+  editorGeneration += 1;
   noteContent.value = '';
   shouldShowCreateModal.value = true;
 };
 
 const closeCreateModal = () => {
+  editorGeneration += 1;
   shouldShowCreateModal.value = false;
   noteContent.value = '';
 };
 
+const openEditModal = note => {
+  if (!note?.id || isUpdatingNote.value) {
+    return;
+  }
+  editorGeneration += 1;
+  editingNoteId.value = note.id;
+  noteContent.value = note.content || '';
+  shouldShowEditModal.value = true;
+};
+
+const closeEditModal = () => {
+  editorGeneration += 1;
+  shouldShowEditModal.value = false;
+  editingNoteId.value = null;
+  noteContent.value = '';
+};
+
 const onAdd = async () => {
   if (!contactId.value || !noteContent.value || isCreatingNote.value) {
     return;
   }
 
+  const targetContactId = contactId.value;
+  const content = noteContent.value;
+  const generation = editorGeneration;
   await store.dispatch('contactNotes/create', {
-    content: noteContent.value,
-    contactId: contactId.value,
+    content,
+    contactId: targetContactId,
   });
-  noteContent.value = '';
-  closeCreateModal();
+  if (
+    generation === editorGeneration &&
+    contactId.value === targetContactId &&
+    noteContent.value === content
+  ) {
+    closeCreateModal();
+  }
+};
+
+const onUpdate = async () => {
+  if (
+    !contactId.value ||
+    !editingNoteId.value ||
+    !noteContent.value ||
+    isUpdatingNote.value
+  ) {
+    return;
+  }
+
+  const targetContactId = contactId.value;
+  const targetNoteId = editingNoteId.value;
+  const content = noteContent.value;
+  const generation = editorGeneration;
+  await store.dispatch('contactNotes/update', {
+    noteId: targetNoteId,
+    contactId: targetContactId,
+    content,
+  });
+  if (
+    generation === editorGeneration &&
+    contactId.value === targetContactId &&
+    editingNoteId.value === targetNoteId &&
+    noteContent.value === content
+  ) {
+    closeEditModal();
+  }
 };
 
 const onDelete = noteId => {
-  if (!contactId.value || !noteId) {
+  if (!contactId.value || !noteId || isDeletingNote.value) {
     return;
   }
 
@@ -77,7 +138,7 @@ const onDelete = noteId => {
 
 const keyboardEvents = {
   '$mod+Enter': {
-    action: onAdd,
+    action: () => (editingNoteId.value ? onUpdate() : onAdd()),
     allowOnFocusedInput: true,
   },
 };
@@ -88,6 +149,7 @@ watch(
   contactId,
   newContactId => {
     closeCreateModal();
+    closeEditModal();
     if (newContactId) {
       store.dispatch('contactNotes/get', { contactId: newContactId });
     }
@@ -126,8 +188,10 @@ watch(
         :note="note"
         :written-by="getWrittenBy(note)"
         allow-delete
+        allow-edit
         collapsible
         @delete="onDelete"
+        @edit="openEditModal"
       />
     </div>
     <p v-else class="px-6 py-6 text-sm leading-6 text-center text-n-slate-11">
@@ -148,6 +212,8 @@ watch(
           v-model="noteContent"
           focus-on-mount
           :placeholder="t('CONTACTS_LAYOUT.SIDEBAR.NOTES.PLACEHOLDER')"
+          :max-length="0"
+          :show-character-count="false"
           class="[&>div]:!border-transparent [&>div]:px-4 [&>div]:py-4"
         />
         <div class="flex items-center justify-end gap-3">
@@ -162,5 +228,36 @@ watch(
         </div>
       </div>
     </woot-modal>
+
+    <woot-modal
+      v-model:show="shouldShowEditModal"
+      :on-close="closeEditModal"
+      :close-on-backdrop-click="false"
+      class="!items-start [&>div]:!top-12 [&>div]:sticky"
+    >
+      <div class="flex w-full flex-col gap-6 px-6 py-6">
+        <h3 class="text-lg font-semibold text-n-slate-12">
+          {{ t('CONTACTS_LAYOUT.SIDEBAR.NOTES.EDIT_NOTE') }}
+        </h3>
+        <Editor
+          v-model="noteContent"
+          focus-on-mount
+          :placeholder="t('CONTACTS_LAYOUT.SIDEBAR.NOTES.PLACEHOLDER')"
+          :max-length="0"
+          :show-character-count="false"
+          class="[&>div]:!border-transparent [&>div]:px-4 [&>div]:py-4"
+        />
+        <div class="flex items-center justify-end gap-3">
+          <NextButton
+            solid
+            blue
+            :label="t('CONTACTS_LAYOUT.SIDEBAR.NOTES.SAVE')"
+            :is-loading="isUpdatingNote"
+            :disabled="!noteContent || isUpdatingNote"
+            @click="onUpdate"
+          />
+        </div>
+      </div>
+    </woot-modal>
   </div>
 </template>
diff --git a/frontend/app/javascript/dashboard/routes/dashboard/conversation/conversation.routes.js b/frontend/app/javascript/dashboard/routes/dashboard/conversation/conversation.routes.js
index d58617f3..054cea7a 100644
--- a/frontend/app/javascript/dashboard/routes/dashboard/conversation/conversation.routes.js
+++ b/frontend/app/javascript/dashboard/routes/dashboard/conversation/conversation.routes.js
@@ -1,11 +1,15 @@
 /* eslint arrow-body-style: 0 */
 import { frontendURL } from '../../../helper/URLHelper';
 import store from '../../../store';
+import {
+  ROLE_ADMINISTRATOR,
+  ROLE_AGENT,
+} from 'dashboard/constants/permissions.js';
 import ConversationView from './ConversationView.vue';
 
 const CONVERSATION_PERMISSIONS = [
-  'administrator',
-  'agent',
+  ROLE_ADMINISTRATOR,
+  ROLE_AGENT,
   'conversation_manage',
   'conversation_unassigned_manage',
   'conversation_participating_manage',
diff --git a/frontend/app/javascript/dashboard/routes/dashboard/dashboard.routes.js b/frontend/app/javascript/dashboard/routes/dashboard/dashboard.routes.js
index 9e6e03d0..39072272 100644
--- a/frontend/app/javascript/dashboard/routes/dashboard/dashboard.routes.js
+++ b/frontend/app/javascript/dashboard/routes/dashboard/dashboard.routes.js
@@ -16,6 +16,11 @@ import NoAccounts from './noAccounts/Index.vue';
 import OnboardingAccountDetails from './onboarding/Index.vue';
 import v3AuthRoutes from '../../../v3/views/routes';
 import { FEATURE_FLAGS } from '../../featureFlags';
+import {
+  ROLE_ADMINISTRATOR,
+  ROLE_AGENT,
+  ROLE_CUSTOM,
+} from 'dashboard/constants/permissions.js';
 
 const PortalsArticlesPreviewPage = () =>
   import('./helpcenter/pages/PortalsArticlesPreviewPage.vue');
@@ -30,7 +35,7 @@ export default {
       name: 'portals_articles_preview',
       meta: {
         featureFlag: FEATURE_FLAGS.HELP_CENTER,
-        permissions: ['administrator', 'agent', 'knowledge_base_manage'],
+        permissions: [ROLE_ADMINISTRATOR, ROLE_AGENT, 'knowledge_base_manage'],
       },
       component: PortalsArticlesPreviewPage,
     },
@@ -55,7 +60,7 @@ export default {
       path: frontendURL('accounts/:accountId/onboarding'),
       name: 'onboarding_account_details',
       meta: {
-        permissions: ['administrator', 'agent', 'custom_role'],
+        permissions: [ROLE_ADMINISTRATOR, ROLE_AGENT, ROLE_CUSTOM],
       },
       component: OnboardingAccountDetails,
     },
@@ -63,7 +68,7 @@ export default {
       path: frontendURL('accounts/:accountId/suspended'),
       name: 'account_suspended',
       meta: {
-        permissions: ['administrator', 'agent', 'custom_role'],
+        permissions: [ROLE_ADMINISTRATOR, ROLE_AGENT, ROLE_CUSTOM],
       },
       component: Suspended,
     },
diff --git a/frontend/app/javascript/dashboard/routes/dashboard/helpcenter/helpcenter.routes.js b/frontend/app/javascript/dashboard/routes/dashboard/helpcenter/helpcenter.routes.js
index 5710e91d..d0cb185b 100644
--- a/frontend/app/javascript/dashboard/routes/dashboard/helpcenter/helpcenter.routes.js
+++ b/frontend/app/javascript/dashboard/routes/dashboard/helpcenter/helpcenter.routes.js
@@ -1,5 +1,9 @@
 import { FEATURE_FLAGS } from '../../../featureFlags';
 import { getPortalRoute } from './helpers/routeHelper';
+import {
+  ROLE_ADMINISTRATOR,
+  ROLE_AGENT,
+} from 'dashboard/constants/permissions.js';
 
 import HelpCenterPageRouteView from './pages/HelpCenterPageRouteView.vue';
 
@@ -24,11 +28,11 @@ const PortalsSettingsIndexPage = () =>
 
 const meta = {
   featureFlag: FEATURE_FLAGS.HELP_CENTER,
-  permissions: ['administrator', 'agent', 'knowledge_base_manage'],
+  permissions: [ROLE_ADMINISTRATOR, ROLE_AGENT, 'knowledge_base_manage'],
 };
 const adminMeta = {
   featureFlag: FEATURE_FLAGS.HELP_CENTER,
-  permissions: ['administrator', 'knowledge_base_manage'],
+  permissions: [ROLE_ADMINISTRATOR, 'knowledge_base_manage'],
 };
 const portalRoutes = [
   {
diff --git a/frontend/app/javascript/dashboard/routes/dashboard/notifications/routes.js b/frontend/app/javascript/dashboard/routes/dashboard/notifications/routes.js
index fd16475b..546609d4 100644
--- a/frontend/app/javascript/dashboard/routes/dashboard/notifications/routes.js
+++ b/frontend/app/javascript/dashboard/routes/dashboard/notifications/routes.js
@@ -1,5 +1,10 @@
 /* eslint arrow-body-style: 0 */
 import { frontendURL } from '../../../helper/URLHelper';
+import {
+  ROLE_ADMINISTRATOR,
+  ROLE_AGENT,
+  ROLE_CUSTOM,
+} from 'dashboard/constants/permissions.js';
 import SettingsWrapper from '../settings/SettingsWrapper.vue';
 import NotificationsView from './components/NotificationsView.vue';
 
@@ -13,7 +18,7 @@ export const routes = [
         name: 'notifications_index',
         component: NotificationsView,
         meta: {
-          permissions: ['administrator', 'agent', 'custom_role'],
+          permissions: [ROLE_ADMINISTRATOR, ROLE_AGENT, ROLE_CUSTOM],
         },
       },
     ],
diff --git a/frontend/app/javascript/dashboard/routes/dashboard/settings/account/account.routes.js b/frontend/app/javascript/dashboard/routes/dashboard/settings/account/account.routes.js
index 82852ab9..2123f759 100644
--- a/frontend/app/javascript/dashboard/routes/dashboard/settings/account/account.routes.js
+++ b/frontend/app/javascript/dashboard/routes/dashboard/settings/account/account.routes.js
@@ -1,4 +1,5 @@
 import { frontendURL } from '../../../../helper/URLHelper';
+import { ROLE_ADMINISTRATOR } from 'dashboard/constants/permissions.js';
 import Index from './Index.vue';
 import SettingsWrapper from '../SettingsWrapper.vue';
 
@@ -7,7 +8,7 @@ export default {
     {
       path: frontendURL('accounts/:accountId/settings/general'),
       meta: {
-        permissions: ['administrator'],
+        permissions: [ROLE_ADMINISTRATOR],
       },
       component: SettingsWrapper,
       children: [
@@ -16,7 +17,7 @@ export default {
           name: 'general_settings_index',
           component: Index,
           meta: {
-            permissions: ['administrator'],
+            permissions: [ROLE_ADMINISTRATOR],
           },
         },
       ],
diff --git a/frontend/app/javascript/dashboard/routes/dashboard/settings/agentBots/agentBot.routes.js b/frontend/app/javascript/dashboard/routes/dashboard/settings/agentBots/agentBot.routes.js
index d82d2e32..d963b67b 100644
--- a/frontend/app/javascript/dashboard/routes/dashboard/settings/agentBots/agentBot.routes.js
+++ b/frontend/app/javascript/dashboard/routes/dashboard/settings/agentBots/agentBot.routes.js
@@ -2,13 +2,14 @@ import { FEATURE_FLAGS } from '../../../../featureFlags';
 import Bot from './Index.vue';
 import { frontendURL } from '../../../../helper/URLHelper';
 import SettingsWrapper from '../SettingsWrapper.vue';
+import { ROLE_ADMINISTRATOR } from 'dashboard/constants/permissions.js';
 
 export default {
   routes: [
     {
       path: frontendURL('accounts/:accountId/settings/agent-bots'),
       meta: {
-        permissions: ['administrator'],
+        permissions: [ROLE_ADMINISTRATOR],
       },
       component: SettingsWrapper,
       children: [
@@ -18,7 +19,7 @@ export default {
           component: Bot,
           meta: {
             featureFlag: FEATURE_FLAGS.AGENT_BOTS,
-            permissions: ['administrator'],
+            permissions: [ROLE_ADMINISTRATOR],
           },
         },
       ],
diff --git a/frontend/app/javascript/dashboard/routes/dashboard/settings/agents/AddAgent.vue b/frontend/app/javascript/dashboard/routes/dashboard/settings/agents/AddAgent.vue
index 57f347d3..9627c15c 100644
--- a/frontend/app/javascript/dashboard/routes/dashboard/settings/agents/AddAgent.vue
+++ b/frontend/app/javascript/dashboard/routes/dashboard/settings/agents/AddAgent.vue
@@ -3,6 +3,10 @@ import { ref, computed, nextTick } from 'vue';
 import { useStore, useMapGetter } from 'dashboard/composables/store';
 import { useI18n } from 'vue-i18n';
 import { useAlert } from 'dashboard/composables';
+import {
+  ROLE_AGENT,
+  ROLE_ADMINISTRATOR,
+} from 'dashboard/constants/permissions.js';
 import { useVuelidate } from '@vuelidate/core';
 import { required, email } from '@vuelidate/validators';
 import Button from 'dashboard/components-next/button/Button.vue';
@@ -15,7 +19,7 @@ const { t } = useI18n();
 
 const agentName = ref('');
 const agentEmail = ref('');
-const selectedRoleId = ref('agent');
+const selectedRoleId = ref(ROLE_AGENT);
 const temporaryPassword = ref('');
 const passwordDialogRef = ref(null);
 
@@ -37,13 +41,13 @@ const getCustomRoles = useMapGetter('customRole/getCustomRoles');
 const roles = computed(() => {
   const defaultRoles = [
     {
-      id: 'administrator',
-      name: 'administrator',
+      id: ROLE_ADMINISTRATOR,
+      name: ROLE_ADMINISTRATOR,
       label: t('AGENT_MGMT.AGENT_TYPES.ADMINISTRATOR'),
     },
     {
-      id: 'agent',
-      name: 'agent',
+      id: ROLE_AGENT,
+      name: ROLE_AGENT,
       label: t('AGENT_MGMT.AGENT_TYPES.AGENT'),
     },
   ];
@@ -75,7 +79,7 @@ const addAgent = async () => {
     };
 
     if (selectedRole.value.name.startsWith('custom_')) {
-      payload.role = 'agent';
+      payload.role = ROLE_AGENT;
       payload.custom_role_id = selectedRole.value.id;
     } else {
       payload.role = selectedRole.value.name;
diff --git a/frontend/app/javascript/dashboard/routes/dashboard/settings/agents/EditAgent.vue b/frontend/app/javascript/dashboard/routes/dashboard/settings/agents/EditAgent.vue
index fbea996f..727600fe 100644
--- a/frontend/app/javascript/dashboard/routes/dashboard/settings/agents/EditAgent.vue
+++ b/frontend/app/javascript/dashboard/routes/dashboard/settings/agents/EditAgent.vue
@@ -5,6 +5,10 @@ import { required, minLength } from '@vuelidate/validators';
 import { useStore, useMapGetter } from 'dashboard/composables/store';
 import { useI18n } from 'vue-i18n';
 import { useAlert } from 'dashboard/composables';
+import {
+  ROLE_AGENT,
+  ROLE_ADMINISTRATOR,
+} from 'dashboard/constants/permissions.js';
 import Button from 'dashboard/components-next/button/Button.vue';
 import AgentAPI from 'dashboard/api/agents';
 import wootConstants from 'dashboard/constants/globals';
@@ -77,13 +81,13 @@ const getCustomRoles = useMapGetter('customRole/getCustomRoles');
 const roles = computed(() => {
   const defaultRoles = [
     {
-      id: 'administrator',
-      name: 'administrator',
+      id: ROLE_ADMINISTRATOR,
+      name: ROLE_ADMINISTRATOR,
       label: t('AGENT_MGMT.AGENT_TYPES.ADMINISTRATOR'),
     },
     {
-      id: 'agent',
-      name: 'agent',
+      id: ROLE_AGENT,
+      name: ROLE_AGENT,
       label: t('AGENT_MGMT.AGENT_TYPES.AGENT'),
     },
   ];
@@ -133,7 +137,7 @@ const editAgent = async () => {
     };
 
     if (selectedRole.value.name.startsWith('custom_')) {
-      payload.role = 'agent';
+      payload.role = ROLE_AGENT;
       payload.custom_role_id = selectedRole.value.id;
     } else {
       payload.role = selectedRole.value.name;
diff --git a/frontend/app/javascript/dashboard/routes/dashboard/settings/agents/Index.vue b/frontend/app/javascript/dashboard/routes/dashboard/settings/agents/Index.vue
index 53f3ad4a..4ee028db 100644
--- a/frontend/app/javascript/dashboard/routes/dashboard/settings/agents/Index.vue
+++ b/frontend/app/javascript/dashboard/routes/dashboard/settings/agents/Index.vue
@@ -15,6 +15,7 @@ import EditAgent from './EditAgent.vue';
 import BaseSettingsHeader from '../components/BaseSettingsHeader.vue';
 import SettingsLayout from '../SettingsLayout.vue';
 import Button from 'dashboard/components-next/button/Button.vue';
+import { ROLE_ADMINISTRATOR } from 'dashboard/constants/permissions.js';
 
 const getters = useStoreGetters();
 const store = useStore();
@@ -86,7 +87,7 @@ const getAgentRolePermissions = agent => {
 
 const verifiedAdministrators = computed(() => {
   return agentList.value.filter(
-    agent => agent.role === 'administrator' && agent.confirmed
+    agent => agent.role === ROLE_ADMINISTRATOR && agent.confirmed
   );
 });
 
@@ -103,7 +104,7 @@ const showDeleteAction = agent => {
     return true;
   }
 
-  if (agent.role === 'administrator') {
+  if (agent.role === ROLE_ADMINISTRATOR) {
     return verifiedAdministrators.value.length !== 1;
   }
   return true;
diff --git a/frontend/app/javascript/dashboard/routes/dashboard/settings/agents/agent.routes.js b/frontend/app/javascript/dashboard/routes/dashboard/settings/agents/agent.routes.js
index e365d8e7..22b0186c 100644
--- a/frontend/app/javascript/dashboard/routes/dashboard/settings/agents/agent.routes.js
+++ b/frontend/app/javascript/dashboard/routes/dashboard/settings/agents/agent.routes.js
@@ -1,5 +1,6 @@
 import { FEATURE_FLAGS } from '../../../../featureFlags';
 import { frontendURL } from '../../../../helper/URLHelper';
+import { ROLE_ADMINISTRATOR } from 'dashboard/constants/permissions.js';
 import SettingsWrapper from '../SettingsWrapper.vue';
 import AgentHome from './Index.vue';
 
@@ -21,7 +22,7 @@ export default {
           component: AgentHome,
           meta: {
             featureFlag: FEATURE_FLAGS.AGENT_MANAGEMENT,
-            permissions: ['administrator'],
+            permissions: [ROLE_ADMINISTRATOR],
           },
         },
       ],
diff --git a/frontend/app/javascript/dashboard/routes/dashboard/settings/assignmentPolicy/assignmentPolicy.routes.js b/frontend/app/javascript/dashboard/routes/dashboard/settings/assignmentPolicy/assignmentPolicy.routes.js
index d0987167..16427210 100644
--- a/frontend/app/javascript/dashboard/routes/dashboard/settings/assignmentPolicy/assignmentPolicy.routes.js
+++ b/frontend/app/javascript/dashboard/routes/dashboard/settings/assignmentPolicy/assignmentPolicy.routes.js
@@ -1,5 +1,6 @@
 import { FEATURE_FLAGS } from '../../../../featureFlags';
 import { frontendURL } from '../../../../helper/URLHelper';
+import { ROLE_ADMINISTRATOR } from 'dashboard/constants/permissions.js';
 import SettingsWrapper from '../SettingsWrapper.vue';
 import AssignmentPolicyIndex from './Index.vue';
 import AgentAssignmentIndex from './pages/AgentAssignmentIndexPage.vue';
@@ -27,7 +28,7 @@ export default {
           component: AssignmentPolicyIndex,
           meta: {
             featureFlag: FEATURE_FLAGS.ASSIGNMENT_V2,
-            permissions: ['administrator'],
+            permissions: [ROLE_ADMINISTRATOR],
           },
         },
         {
@@ -36,7 +37,7 @@ export default {
           component: AgentAssignmentIndex,
           meta: {
             featureFlag: FEATURE_FLAGS.ASSIGNMENT_V2,
-            permissions: ['administrator'],
+            permissions: [ROLE_ADMINISTRATOR],
           },
         },
         {
@@ -45,7 +46,7 @@ export default {
           component: AgentAssignmentCreate,
           meta: {
             featureFlag: FEATURE_FLAGS.ASSIGNMENT_V2,
-            permissions: ['administrator'],
+            permissions: [ROLE_ADMINISTRATOR],
           },
         },
         {
@@ -54,7 +55,7 @@ export default {
           component: AgentAssignmentEdit,
           meta: {
             featureFlag: FEATURE_FLAGS.ASSIGNMENT_V2,
-            permissions: ['administrator'],
+            permissions: [ROLE_ADMINISTRATOR],
           },
         },
         {
@@ -63,7 +64,7 @@ export default {
           component: AgentCapacityIndex,
           meta: {
             featureFlag: FEATURE_FLAGS.ASSIGNMENT_V2,
-            permissions: ['administrator'],
+            permissions: [ROLE_ADMINISTRATOR],
           },
         },
         {
@@ -72,7 +73,7 @@ export default {
           component: AgentCapacityCreate,
           meta: {
             featureFlag: FEATURE_FLAGS.ASSIGNMENT_V2,
-            permissions: ['administrator'],
+            permissions: [ROLE_ADMINISTRATOR],
           },
         },
         {
@@ -81,7 +82,7 @@ export default {
           component: AgentCapacityEdit,
           meta: {
             featureFlag: FEATURE_FLAGS.ASSIGNMENT_V2,
-            permissions: ['administrator'],
+            permissions: [ROLE_ADMINISTRATOR],
           },
         },
       ],
diff --git a/frontend/app/javascript/dashboard/routes/dashboard/settings/attributes/attributes.routes.js b/frontend/app/javascript/dashboard/routes/dashboard/settings/attributes/attributes.routes.js
index bd918357..53552fb7 100644
--- a/frontend/app/javascript/dashboard/routes/dashboard/settings/attributes/attributes.routes.js
+++ b/frontend/app/javascript/dashboard/routes/dashboard/settings/attributes/attributes.routes.js
@@ -1,5 +1,6 @@
 import { FEATURE_FLAGS } from '../../../../featureFlags';
 import { frontendURL } from '../../../../helper/URLHelper';
+import { ROLE_ADMINISTRATOR } from 'dashboard/constants/permissions.js';
 import SettingsWrapper from '../SettingsWrapper.vue';
 import AttributesHome from './Index.vue';
 
@@ -21,7 +22,7 @@ export default {
           component: AttributesHome,
           meta: {
             featureFlag: FEATURE_FLAGS.CUSTOM_ATTRIBUTES,
-            permissions: ['administrator'],
+            permissions: [ROLE_ADMINISTRATOR],
           },
         },
       ],
diff --git a/frontend/app/javascript/dashboard/routes/dashboard/settings/auditlogs/audit.routes.js b/frontend/app/javascript/dashboard/routes/dashboard/settings/auditlogs/audit.routes.js
index 545c94ee..5d8d3b1f 100644
--- a/frontend/app/javascript/dashboard/routes/dashboard/settings/auditlogs/audit.routes.js
+++ b/frontend/app/javascript/dashboard/routes/dashboard/settings/auditlogs/audit.routes.js
@@ -1,5 +1,6 @@
 import { FEATURE_FLAGS } from '../../../../featureFlags';
 import { frontendURL } from '../../../../helper/URLHelper';
+import { ROLE_ADMINISTRATOR } from 'dashboard/constants/permissions.js';
 
 import SettingsWrapper from '../SettingsWrapper.vue';
 import AuditLogsHome from './Index.vue';
@@ -21,7 +22,7 @@ export default {
           name: 'auditlogs_list',
           meta: {
             featureFlag: FEATURE_FLAGS.AUDIT_LOGS,
-            permissions: ['administrator'],
+            permissions: [ROLE_ADMINISTRATOR],
           },
           component: AuditLogsHome,
         },
diff --git a/frontend/app/javascript/dashboard/routes/dashboard/settings/automation/automation.routes.js b/frontend/app/javascript/dashboard/routes/dashboard/settings/automation/automation.routes.js
index 81cfc6cc..dedeff9b 100644
--- a/frontend/app/javascript/dashboard/routes/dashboard/settings/automation/automation.routes.js
+++ b/frontend/app/javascript/dashboard/routes/dashboard/settings/automation/automation.routes.js
@@ -1,5 +1,6 @@
 import { FEATURE_FLAGS } from '../../../../featureFlags';
 import { frontendURL } from '../../../../helper/URLHelper';
+import { ROLE_ADMINISTRATOR } from 'dashboard/constants/permissions.js';
 import SettingsWrapper from '../SettingsWrapper.vue';
 import Automation from './Index.vue';
 
@@ -21,7 +22,7 @@ export default {
           component: Automation,
           meta: {
             featureFlag: FEATURE_FLAGS.AUTOMATIONS,
-            permissions: ['administrator'],
+            permissions: [ROLE_ADMINISTRATOR],
           },
         },
       ],
diff --git a/frontend/app/javascript/dashboard/routes/dashboard/settings/billing/billing.routes.js b/frontend/app/javascript/dashboard/routes/dashboard/settings/billing/billing.routes.js
index cab093bd..28fe17ec 100644
--- a/frontend/app/javascript/dashboard/routes/dashboard/settings/billing/billing.routes.js
+++ b/frontend/app/javascript/dashboard/routes/dashboard/settings/billing/billing.routes.js
@@ -1,6 +1,7 @@
 import { frontendURL } from '../../../../helper/URLHelper';
 import store from 'dashboard/store';
 import SettingsWrapper from '../SettingsWrapper.vue';
+import { ROLE_ADMINISTRATOR } from 'dashboard/constants/permissions.js';
 import Index from './Index.vue';
 
 export default {
@@ -8,7 +9,7 @@ export default {
     {
       path: frontendURL('accounts/:accountId/settings/billing'),
       meta: {
-        permissions: ['administrator'],
+        permissions: [ROLE_ADMINISTRATOR],
       },
       beforeEnter: to => {
         const isCloud = store.getters['globalConfig/isOnChatwootCloud'];
@@ -29,7 +30,7 @@ export default {
           name: 'billing_settings_index',
           component: Index,
           meta: {
-            permissions: ['administrator'],
+            permissions: [ROLE_ADMINISTRATOR],
           },
         },
       ],
diff --git a/frontend/app/javascript/dashboard/routes/dashboard/settings/captain/captain.routes.js b/frontend/app/javascript/dashboard/routes/dashboard/settings/captain/captain.routes.js
index f571b5e0..0131e1f1 100644
--- a/frontend/app/javascript/dashboard/routes/dashboard/settings/captain/captain.routes.js
+++ b/frontend/app/javascript/dashboard/routes/dashboard/settings/captain/captain.routes.js
@@ -1,30 +1,31 @@
 import { frontendURL } from '../../../../helper/URLHelper';
+import { ROLE_ADMINISTRATOR } from 'dashboard/constants/permissions.js';
 import SettingsWrapper from '../SettingsWrapper.vue';
 import Index from './Index.vue';
 
 export default {
-	routes: [
-		{
-			path: frontendURL('accounts/:accountId/settings/copilot'),
-			meta: {
-				permissions: ['administrator'],
-			},
-			component: SettingsWrapper,
-			props: {
-				headerTitle: 'CAPTAIN_SETTINGS.TITLE',
-				icon: 'i-lucide-bot',
-				showNewButton: false,
-			},
-			children: [
-				{
-					path: '',
-					name: 'copilot_settings_index',
-					component: Index,
-					meta: {
-						permissions: ['administrator'],
-					},
-				},
-			],
-		},
-	],
+  routes: [
+    {
+      path: frontendURL('accounts/:accountId/settings/copilot'),
+      meta: {
+        permissions: [ROLE_ADMINISTRATOR],
+      },
+      component: SettingsWrapper,
+      props: {
+        headerTitle: 'CAPTAIN_SETTINGS.TITLE',
+        icon: 'i-lucide-bot',
+        showNewButton: false,
+      },
+      children: [
+        {
+          path: '',
+          name: 'copilot_settings_index',
+          component: Index,
+          meta: {
+            permissions: [ROLE_ADMINISTRATOR],
+          },
+        },
+      ],
+    },
+  ],
 };
diff --git a/frontend/app/javascript/dashboard/routes/dashboard/settings/captain/captain.routes.spec.js b/frontend/app/javascript/dashboard/routes/dashboard/settings/captain/captain.routes.spec.js
index 5d5ab931..70d58ea1 100644
--- a/frontend/app/javascript/dashboard/routes/dashboard/settings/captain/captain.routes.spec.js
+++ b/frontend/app/javascript/dashboard/routes/dashboard/settings/captain/captain.routes.spec.js
@@ -1,16 +1,16 @@
 import { readFileSync } from 'node:fs';
 
 describe('Copilot settings route', () => {
-	it('uses the Copilot path and administrator permission without install gating', () => {
+  it('uses the Copilot path and administrator permission without install gating', () => {
     const source = readFileSync(
       'app/javascript/dashboard/routes/dashboard/settings/captain/captain.routes.js',
       'utf8'
     );
 
-		expect(source).toContain('settings/copilot');
-		expect(source).toContain("name: 'copilot_settings_index'");
-		expect(source).toContain("permissions: ['administrator']");
-		expect(source).not.toContain('featureFlag');
-		expect(source).not.toContain('installationTypes');
-	});
+    expect(source).toContain('settings/copilot');
+    expect(source).toContain("name: 'copilot_settings_index'");
+    expect(source).toContain('permissions: [ROLE_ADMINISTRATOR]');
+    expect(source).not.toContain('featureFlag');
+    expect(source).not.toContain('installationTypes');
+  });
 });
diff --git a/frontend/app/javascript/dashboard/routes/dashboard/settings/captain/utils.js b/frontend/app/javascript/dashboard/routes/dashboard/settings/captain/utils.js
index d06b433a..72c0472c 100644
--- a/frontend/app/javascript/dashboard/routes/dashboard/settings/captain/utils.js
+++ b/frontend/app/javascript/dashboard/routes/dashboard/settings/captain/utils.js
@@ -1,10 +1,12 @@
+import { ROLE_SUPER_ADMIN } from 'dashboard/constants/permissions.js';
+
 export const isSuperAdminUser = user => {
-	const type = String(user?.type || '').toLowerCase();
-	const role = String(user?.role || '').toLowerCase();
-	return (
-		type === 'superadmin' ||
-		type === 'super_admin' ||
-		role === 'superadmin' ||
-		role === 'super_admin'
-	);
+  const type = String(user?.type || '').toLowerCase();
+  const role = String(user?.role || '').toLowerCase();
+  return (
+    type === 'superadmin' ||
+    type === ROLE_SUPER_ADMIN ||
+    role === 'superadmin' ||
+    role === ROLE_SUPER_ADMIN
+  );
 };
diff --git a/frontend/app/javascript/dashboard/routes/dashboard/settings/conversationWorkflow/conversationWorkflow.routes.js b/frontend/app/javascript/dashboard/routes/dashboard/settings/conversationWorkflow/conversationWorkflow.routes.js
index 494e6a7f..d16da3c0 100644
--- a/frontend/app/javascript/dashboard/routes/dashboard/settings/conversationWorkflow/conversationWorkflow.routes.js
+++ b/frontend/app/javascript/dashboard/routes/dashboard/settings/conversationWorkflow/conversationWorkflow.routes.js
@@ -1,4 +1,5 @@
 import { frontendURL } from '../../../../helper/URLHelper';
+import { ROLE_ADMINISTRATOR } from 'dashboard/constants/permissions.js';
 import SettingsWrapper from '../SettingsWrapper.vue';
 import ConversationWorkflowIndex from './index.vue';
 
@@ -13,7 +14,7 @@ export default {
           name: 'conversation_workflow_index',
           component: ConversationWorkflowIndex,
           meta: {
-            permissions: ['administrator'],
+            permissions: [ROLE_ADMINISTRATOR],
           },
         },
       ],
diff --git a/frontend/app/javascript/dashboard/routes/dashboard/settings/customRoles/customRole.routes.js b/frontend/app/javascript/dashboard/routes/dashboard/settings/customRoles/customRole.routes.js
index 361231e2..32e3563b 100644
--- a/frontend/app/javascript/dashboard/routes/dashboard/settings/customRoles/customRole.routes.js
+++ b/frontend/app/javascript/dashboard/routes/dashboard/settings/customRoles/customRole.routes.js
@@ -1,5 +1,6 @@
 import { FEATURE_FLAGS } from '../../../../featureFlags';
 import { frontendURL } from 'dashboard/helper/URLHelper';
+import { ROLE_ADMINISTRATOR } from 'dashboard/constants/permissions.js';
 
 import SettingsWrapper from '../SettingsWrapper.vue';
 import CustomRolesHome from './Index.vue';
@@ -19,7 +20,7 @@ export default {
           name: 'custom_roles_list',
           meta: {
             featureFlag: FEATURE_FLAGS.CUSTOM_ROLES,
-            permissions: ['administrator'],
+            permissions: [ROLE_ADMINISTRATOR],
           },
           component: CustomRolesHome,
         },
diff --git a/frontend/app/javascript/dashboard/routes/dashboard/settings/inbox/inbox.routes.js b/frontend/app/javascript/dashboard/routes/dashboard/settings/inbox/inbox.routes.js
index 087a9694..51aed07c 100644
--- a/frontend/app/javascript/dashboard/routes/dashboard/settings/inbox/inbox.routes.js
+++ b/frontend/app/javascript/dashboard/routes/dashboard/settings/inbox/inbox.routes.js
@@ -1,5 +1,6 @@
 import { FEATURE_FLAGS } from '../../../../featureFlags';
 import { frontendURL } from '../../../../helper/URLHelper';
+import { ROLE_ADMINISTRATOR } from 'dashboard/constants/permissions.js';
 import ChannelFactory from './ChannelFactory.vue';
 
 import SettingsContent from '../Wrapper.vue';
@@ -29,7 +30,7 @@ export default {
           component: InboxHome,
           meta: {
             featureFlag: FEATURE_FLAGS.INBOX_MANAGEMENT,
-            permissions: ['administrator'],
+            permissions: [ROLE_ADMINISTRATOR],
           },
         },
       ],
@@ -58,7 +59,7 @@ export default {
               component: ChannelList,
               meta: {
                 featureFlag: FEATURE_FLAGS.INBOX_MANAGEMENT,
-                permissions: ['administrator'],
+                permissions: [ROLE_ADMINISTRATOR],
               },
             },
             {
@@ -67,7 +68,7 @@ export default {
               component: FinishSetup,
               meta: {
                 featureFlag: FEATURE_FLAGS.INBOX_MANAGEMENT,
-                permissions: ['administrator'],
+                permissions: [ROLE_ADMINISTRATOR],
               },
             },
             {
@@ -76,7 +77,7 @@ export default {
               component: ChannelFactory,
               meta: {
                 featureFlag: FEATURE_FLAGS.INBOX_MANAGEMENT,
-                permissions: ['administrator'],
+                permissions: [ROLE_ADMINISTRATOR],
               },
               props: route => {
                 return { channelName: route.params.sub_page };
@@ -87,7 +88,7 @@ export default {
               name: 'settings_inboxes_add_agents',
               meta: {
                 featureFlag: FEATURE_FLAGS.INBOX_MANAGEMENT,
-                permissions: ['administrator'],
+                permissions: [ROLE_ADMINISTRATOR],
               },
               component: AddAgents,
             },
@@ -99,7 +100,7 @@ export default {
           component: Settings,
           meta: {
             featureFlag: FEATURE_FLAGS.INBOX_MANAGEMENT,
-            permissions: ['administrator'],
+            permissions: [ROLE_ADMINISTRATOR],
           },
         },
       ],
diff --git a/frontend/app/javascript/dashboard/routes/dashboard/settings/integrations/integrations.routes.js b/frontend/app/javascript/dashboard/routes/dashboard/settings/integrations/integrations.routes.js
index c50587bc..f6b08f68 100644
--- a/frontend/app/javascript/dashboard/routes/dashboard/settings/integrations/integrations.routes.js
+++ b/frontend/app/javascript/dashboard/routes/dashboard/settings/integrations/integrations.routes.js
@@ -1,5 +1,6 @@
 import { FEATURE_FLAGS } from '../../../../featureFlags';
 import { frontendURL } from '../../../../helper/URLHelper';
+import { ROLE_ADMINISTRATOR } from 'dashboard/constants/permissions.js';
 import SettingsWrapper from '../SettingsWrapper.vue';
 import IntegrationHooks from './IntegrationHooks.vue';
 import Index from './Index.vue';
@@ -23,7 +24,7 @@ export default {
           component: Index,
           meta: {
             featureFlag: FEATURE_FLAGS.INTEGRATIONS,
-            permissions: ['administrator'],
+            permissions: [ROLE_ADMINISTRATOR],
           },
         },
         {
@@ -32,7 +33,7 @@ export default {
           name: 'settings_integrations_dashboard_apps',
           meta: {
             featureFlag: FEATURE_FLAGS.INTEGRATIONS,
-            permissions: ['administrator'],
+            permissions: [ROLE_ADMINISTRATOR],
           },
         },
         {
@@ -41,7 +42,7 @@ export default {
           name: 'settings_integrations_webhook',
           meta: {
             featureFlag: FEATURE_FLAGS.INTEGRATIONS,
-            permissions: ['administrator'],
+            permissions: [ROLE_ADMINISTRATOR],
           },
         },
       ],
@@ -56,7 +57,7 @@ export default {
           component: Slack,
           meta: {
             featureFlag: FEATURE_FLAGS.INTEGRATIONS,
-            permissions: ['administrator'],
+            permissions: [ROLE_ADMINISTRATOR],
           },
           props: route => ({ code: route.query.code }),
         },
@@ -65,7 +66,7 @@ export default {
           name: 'settings_integrations_linear',
           component: Linear,
           meta: {
-            permissions: ['administrator'],
+            permissions: [ROLE_ADMINISTRATOR],
           },
           props: route => ({ code: route.query.code }),
         },
@@ -74,7 +75,7 @@ export default {
           name: 'settings_integrations_notion',
           component: Notion,
           meta: {
-            permissions: ['administrator'],
+            permissions: [ROLE_ADMINISTRATOR],
           },
           props: route => ({ code: route.query.code }),
         },
@@ -84,7 +85,7 @@ export default {
           component: Shopify,
           meta: {
             featureFlag: FEATURE_FLAGS.INTEGRATIONS,
-            permissions: ['administrator'],
+            permissions: [ROLE_ADMINISTRATOR],
           },
           props: route => ({ error: route.query.error }),
         },
@@ -94,7 +95,7 @@ export default {
           component: IntegrationHooks,
           meta: {
             featureFlag: FEATURE_FLAGS.INTEGRATIONS,
-            permissions: ['administrator'],
+            permissions: [ROLE_ADMINISTRATOR],
           },
           props: route => ({
             integrationId: route.params.integration_id,
diff --git a/frontend/app/javascript/dashboard/routes/dashboard/settings/labels/labels.routes.js b/frontend/app/javascript/dashboard/routes/dashboard/settings/labels/labels.routes.js
index 2cd25890..65680fbc 100644
--- a/frontend/app/javascript/dashboard/routes/dashboard/settings/labels/labels.routes.js
+++ b/frontend/app/javascript/dashboard/routes/dashboard/settings/labels/labels.routes.js
@@ -1,5 +1,6 @@
 import { FEATURE_FLAGS } from '../../../../featureFlags';
 import { frontendURL } from '../../../../helper/URLHelper';
+import { ROLE_ADMINISTRATOR } from 'dashboard/constants/permissions.js';
 
 import SettingsWrapper from '../SettingsWrapper.vue';
 import Index from './Index.vue';
@@ -14,7 +15,7 @@ export default {
           path: '',
           name: 'labels_wrapper',
           meta: {
-            permissions: ['administrator'],
+            permissions: [ROLE_ADMINISTRATOR],
           },
           redirect: to => {
             return { name: 'labels_list', params: to.params };
@@ -25,7 +26,7 @@ export default {
           name: 'labels_list',
           meta: {
             featureFlag: FEATURE_FLAGS.LABELS,
-            permissions: ['administrator'],
+            permissions: [ROLE_ADMINISTRATOR],
           },
           component: Index,
         },
diff --git a/frontend/app/javascript/dashboard/routes/dashboard/settings/profile/profile.routes.js b/frontend/app/javascript/dashboard/routes/dashboard/settings/profile/profile.routes.js
index 2726c7ab..c2350a61 100644
--- a/frontend/app/javascript/dashboard/routes/dashboard/settings/profile/profile.routes.js
+++ b/frontend/app/javascript/dashboard/routes/dashboard/settings/profile/profile.routes.js
@@ -1,4 +1,9 @@
 import { frontendURL } from '../../../../helper/URLHelper';
+import {
+  ROLE_ADMINISTRATOR,
+  ROLE_AGENT,
+  ROLE_CUSTOM,
+} from 'dashboard/constants/permissions.js';
 
 import SettingsWrapper from '../SettingsWrapper.vue';
 import Index from './Index.vue';
@@ -9,7 +14,7 @@ export default {
       path: frontendURL('accounts/:accountId/profile'),
       name: 'profile_settings',
       meta: {
-        permissions: ['administrator', 'agent', 'custom_role'],
+        permissions: [ROLE_ADMINISTRATOR, ROLE_AGENT, ROLE_CUSTOM],
       },
       component: SettingsWrapper,
       children: [
@@ -18,7 +23,7 @@ export default {
           name: 'profile_settings_index',
           component: Index,
           meta: {
-            permissions: ['administrator', 'agent', 'custom_role'],
+            permissions: [ROLE_ADMINISTRATOR, ROLE_AGENT, ROLE_CUSTOM],
           },
         },
       ],
diff --git a/frontend/app/javascript/dashboard/routes/dashboard/settings/reports/reports.routes.js b/frontend/app/javascript/dashboard/routes/dashboard/settings/reports/reports.routes.js
index af01f6d7..36c89337 100644
--- a/frontend/app/javascript/dashboard/routes/dashboard/settings/reports/reports.routes.js
+++ b/frontend/app/javascript/dashboard/routes/dashboard/settings/reports/reports.routes.js
@@ -1,5 +1,6 @@
 import { frontendURL } from '../../../../helper/URLHelper';
 import { FEATURE_FLAGS } from 'dashboard/featureFlags';
+import { ROLE_ADMINISTRATOR } from 'dashboard/constants/permissions.js';
 
 import ReportsWrapper from './components/ReportsWrapper.vue';
 import Index from './Index.vue';
@@ -26,7 +27,7 @@ import SLAReports from './SLAReports.vue';
 
 const meta = {
   featureFlag: FEATURE_FLAGS.REPORTS,
-  permissions: ['administrator', 'report_manage'],
+  permissions: [ROLE_ADMINISTRATOR, 'report_manage'],
 };
 
 const oldReportRoutes = [
@@ -61,7 +62,7 @@ const revisedReportRoutes = [
     path: 'agents_overview',
     name: 'agent_reports_index',
     meta: {
-      permissions: ['administrator', 'report_manage'],
+      permissions: [ROLE_ADMINISTRATOR, 'report_manage'],
     },
     component: AgentReportsIndex,
   },
@@ -69,7 +70,7 @@ const revisedReportRoutes = [
     path: 'agents/:id',
     name: 'agent_reports_show',
     meta: {
-      permissions: ['administrator', 'report_manage'],
+      permissions: [ROLE_ADMINISTRATOR, 'report_manage'],
     },
     component: AgentReportsShow,
   },
@@ -78,7 +79,7 @@ const revisedReportRoutes = [
     path: 'inboxes_overview',
     name: 'inbox_reports_index',
     meta: {
-      permissions: ['administrator', 'report_manage'],
+      permissions: [ROLE_ADMINISTRATOR, 'report_manage'],
     },
     component: InboxReportsIndex,
   },
@@ -86,7 +87,7 @@ const revisedReportRoutes = [
     path: 'inboxes/:id',
     name: 'inbox_reports_show',
     meta: {
-      permissions: ['administrator', 'report_manage'],
+      permissions: [ROLE_ADMINISTRATOR, 'report_manage'],
     },
     component: InboxReportsShow,
   },
@@ -94,7 +95,7 @@ const revisedReportRoutes = [
     path: 'teams_overview',
     name: 'team_reports_index',
     meta: {
-      permissions: ['administrator', 'report_manage'],
+      permissions: [ROLE_ADMINISTRATOR, 'report_manage'],
     },
     component: TeamReportsIndex,
   },
@@ -102,7 +103,7 @@ const revisedReportRoutes = [
     path: 'teams/:id',
     name: 'team_reports_show',
     meta: {
-      permissions: ['administrator', 'report_manage'],
+      permissions: [ROLE_ADMINISTRATOR, 'report_manage'],
     },
     component: TeamReportsShow,
   },
@@ -110,7 +111,7 @@ const revisedReportRoutes = [
     path: 'labels_overview',
     name: 'label_reports_index',
     meta: {
-      permissions: ['administrator', 'report_manage'],
+      permissions: [ROLE_ADMINISTRATOR, 'report_manage'],
     },
     component: LabelReportsIndex,
   },
@@ -118,7 +119,7 @@ const revisedReportRoutes = [
     path: 'labels/:id',
     name: 'label_reports_show',
     meta: {
-      permissions: ['administrator', 'report_manage'],
+      permissions: [ROLE_ADMINISTRATOR, 'report_manage'],
     },
     component: LabelReportsShow,
   },
diff --git a/frontend/app/javascript/dashboard/routes/dashboard/settings/settings.routes.js b/frontend/app/javascript/dashboard/routes/dashboard/settings/settings.routes.js
index a699855b..bad8201e 100644
--- a/frontend/app/javascript/dashboard/routes/dashboard/settings/settings.routes.js
+++ b/frontend/app/javascript/dashboard/routes/dashboard/settings/settings.routes.js
@@ -1,6 +1,7 @@
 import { frontendURL } from '../../../helper/URLHelper';
 import {
   ROLES,
+  ROLE_ADMINISTRATOR,
   CONVERSATION_PERMISSIONS,
 } from 'dashboard/constants/permissions.js';
 
@@ -36,7 +37,7 @@ export default {
       },
       redirect: to => {
         if (
-          store.getters.getCurrentRole === 'administrator' &&
+          store.getters.getCurrentRole === ROLE_ADMINISTRATOR &&
           store.getters.getCurrentCustomRoleId === null
         ) {
           return { name: 'general_settings_index', params: to.params };
diff --git a/frontend/app/javascript/dashboard/routes/dashboard/settings/sla/sla.routes.js b/frontend/app/javascript/dashboard/routes/dashboard/settings/sla/sla.routes.js
index e69040de..81e04811 100644
--- a/frontend/app/javascript/dashboard/routes/dashboard/settings/sla/sla.routes.js
+++ b/frontend/app/javascript/dashboard/routes/dashboard/settings/sla/sla.routes.js
@@ -1,12 +1,13 @@
 import { FEATURE_FLAGS } from '../../../../featureFlags';
 import { frontendURL } from '../../../../helper/URLHelper';
+import { ROLE_ADMINISTRATOR } from 'dashboard/constants/permissions.js';
 
 import SettingsWrapper from '../SettingsWrapper.vue';
 import Index from './Index.vue';
 
 const meta = {
   featureFlag: FEATURE_FLAGS.SLA,
-  permissions: ['administrator'],
+  permissions: [ROLE_ADMINISTRATOR],
 };
 
 export default {
diff --git a/frontend/app/javascript/dashboard/routes/dashboard/settings/teams/teams.routes.js b/frontend/app/javascript/dashboard/routes/dashboard/settings/teams/teams.routes.js
index 3338b28f..bf225dd7 100644
--- a/frontend/app/javascript/dashboard/routes/dashboard/settings/teams/teams.routes.js
+++ b/frontend/app/javascript/dashboard/routes/dashboard/settings/teams/teams.routes.js
@@ -1,5 +1,6 @@
 import { frontendURL } from '../../../../helper/URLHelper';
 import { FEATURE_FLAGS } from '../../../../featureFlags';
+import { ROLE_ADMINISTRATOR } from 'dashboard/constants/permissions.js';
 
 import TeamsIndex from './Index.vue';
 import CreateStepWrap from './Create/Index.vue';
@@ -30,7 +31,7 @@ export default {
           component: TeamsIndex,
           meta: {
             featureFlag: FEATURE_FLAGS.TEAM_MANAGEMENT,
-            permissions: ['administrator'],
+            permissions: [ROLE_ADMINISTRATOR],
           },
         },
       ],
@@ -56,7 +57,7 @@ export default {
               component: CreateTeam,
               meta: {
                 featureFlag: FEATURE_FLAGS.TEAM_MANAGEMENT,
-                permissions: ['administrator'],
+                permissions: [ROLE_ADMINISTRATOR],
               },
             },
             {
@@ -65,7 +66,7 @@ export default {
               component: FinishSetup,
               meta: {
                 featureFlag: FEATURE_FLAGS.TEAM_MANAGEMENT,
-                permissions: ['administrator'],
+                permissions: [ROLE_ADMINISTRATOR],
               },
             },
             {
@@ -73,7 +74,7 @@ export default {
               name: 'settings_teams_add_agents',
               meta: {
                 featureFlag: FEATURE_FLAGS.TEAM_MANAGEMENT,
-                permissions: ['administrator'],
+                permissions: [ROLE_ADMINISTRATOR],
               },
               component: AddAgents,
             },
@@ -89,7 +90,7 @@ export default {
               component: EditTeam,
               meta: {
                 featureFlag: FEATURE_FLAGS.TEAM_MANAGEMENT,
-                permissions: ['administrator'],
+                permissions: [ROLE_ADMINISTRATOR],
               },
             },
             {
@@ -98,7 +99,7 @@ export default {
               component: EditAgents,
               meta: {
                 featureFlag: FEATURE_FLAGS.TEAM_MANAGEMENT,
-                permissions: ['administrator'],
+                permissions: [ROLE_ADMINISTRATOR],
               },
             },
             {
@@ -106,7 +107,7 @@ export default {
               name: 'settings_teams_edit_finish',
               meta: {
                 featureFlag: FEATURE_FLAGS.TEAM_MANAGEMENT,
-                permissions: ['administrator'],
+                permissions: [ROLE_ADMINISTRATOR],
               },
               component: FinishSetup,
             },
diff --git a/frontend/app/javascript/dashboard/routes/dashboard/super_admin/superAdmin.routes.js b/frontend/app/javascript/dashboard/routes/dashboard/super_admin/superAdmin.routes.js
index e061a869..cc5943df 100644
--- a/frontend/app/javascript/dashboard/routes/dashboard/super_admin/superAdmin.routes.js
+++ b/frontend/app/javascript/dashboard/routes/dashboard/super_admin/superAdmin.routes.js
@@ -1,4 +1,9 @@
 import { frontendURL } from '../../../helper/URLHelper';
+import {
+  ROLE_ADMINISTRATOR,
+  ROLE_AGENT,
+  ROLE_CUSTOM,
+} from 'dashboard/constants/permissions.js';
 
 import SuperAdminLayout from './Layout.vue';
 import DashboardIndex from './dashboard/Index.vue';
@@ -8,7 +13,7 @@ import AgentBotsIndex from './agentBots/Index.vue';
 import ConfigsIndex from './configs/Index.vue';
 
 const meta = {
-  permissions: ['administrator', 'agent', 'custom_role'],
+  permissions: [ROLE_ADMINISTRATOR, ROLE_AGENT, ROLE_CUSTOM],
   isSuperAdmin: true,
 };
 
diff --git a/frontend/app/javascript/dashboard/routes/index.js b/frontend/app/javascript/dashboard/routes/index.js
index 4d4f05a7..2baf20b7 100644
--- a/frontend/app/javascript/dashboard/routes/index.js
+++ b/frontend/app/javascript/dashboard/routes/index.js
@@ -1,6 +1,7 @@
 import { createRouter, createWebHistory } from 'vue-router';
 
 import { frontendURL } from '../helper/URLHelper';
+import { ROLE_ADMINISTRATOR } from 'dashboard/constants/permissions.js';
 import dashboard from './dashboard/dashboard.routes';
 import store from 'dashboard/store';
 import { validateLoggedInRoutes } from '../helper/routeHelpers';
@@ -8,10 +9,7 @@ import { isOnOnboardingView } from 'v3/helpers/RouteHelper';
 import AnalyticsHelper from '../helper/AnalyticsHelper';
 
 const ONBOARDING_STEPS = ['account_details', 'enrichment'];
-const routes = [
-  { path: '/', redirect: '/app/login' },
-  ...dashboard.routes,
-];
+const routes = [{ path: '/', redirect: '/app/login' }, ...dashboard.routes];
 
 export const router = createRouter({ history: createWebHistory(), routes });
 
@@ -47,7 +45,7 @@ export const validateAuthenticateRoutePermission = async (to, next) => {
 
   const routeAccountId = Number(to.params?.accountId || accountId);
   const userAccount = accounts.find(a => a.id === routeAccountId);
-  const isAdmin = userAccount?.role === 'administrator';
+  const isAdmin = userAccount?.role === ROLE_ADMINISTRATOR;
   const isActive = userAccount?.status === 'active';
   const needsOnboarding =
     ONBOARDING_STEPS.includes(userAccount?.onboarding_step) &&
diff --git a/frontend/app/javascript/dashboard/store/modules/contactLabels.js b/frontend/app/javascript/dashboard/store/modules/contactLabels.js
index 1b78faa6..6bcbc478 100644
--- a/frontend/app/javascript/dashboard/store/modules/contactLabels.js
+++ b/frontend/app/javascript/dashboard/store/modules/contactLabels.js
@@ -17,6 +17,8 @@ export const getters = {
   getContactLabels: $state => id => {
     return $state.records[Number(id)] || [];
   },
+  hasContactLabels: $state => id =>
+    Object.prototype.hasOwnProperty.call($state.records, Number(id)),
 };
 
 export const actions = {
diff --git a/frontend/app/javascript/dashboard/store/modules/contactNotes.js b/frontend/app/javascript/dashboard/store/modules/contactNotes.js
index 005a4f11..0b6940ac 100644
--- a/frontend/app/javascript/dashboard/store/modules/contactNotes.js
+++ b/frontend/app/javascript/dashboard/store/modules/contactNotes.js
@@ -7,6 +7,7 @@ export const state = {
   uiFlags: {
     isFetching: false,
     isCreating: false,
+    isUpdating: false,
     isDeleting: false,
   },
 };
@@ -51,6 +52,18 @@ export const actions = {
     }
   },
 
+  async update({ commit }, { noteId, contactId, content }) {
+    commit(types.SET_CONTACT_NOTES_UI_FLAG, { isUpdating: true });
+    try {
+      const { data } = await ContactNotesAPI.update(contactId, noteId, content);
+      commit(types.EDIT_CONTACT_NOTE, { contactId, data });
+    } catch (error) {
+      throw new Error(error);
+    } finally {
+      commit(types.SET_CONTACT_NOTES_UI_FLAG, { isUpdating: false });
+    }
+  },
+
   async delete({ commit }, { noteId, contactId }) {
     commit(types.SET_CONTACT_NOTES_UI_FLAG, { isDeleting: true });
     try {
@@ -82,6 +95,12 @@ export const mutations = {
     const contactNotes = $state.records[contactId] || [];
     $state.records[contactId] = [...contactNotes, data];
   },
+  [types.EDIT_CONTACT_NOTE]($state, { data, contactId }) {
+    const contactNotes = $state.records[contactId] || [];
+    $state.records[contactId] = contactNotes.map(note =>
+      note.id === data.id ? data : note
+    );
+  },
   [types.DELETE_CONTACT_NOTE]($state, { noteId, contactId }) {
     const contactNotes = $state.records[contactId];
     const withoutDeletedNote = contactNotes.filter(note => note.id !== noteId);
diff --git a/frontend/app/javascript/dashboard/store/modules/conversations/helpers.js b/frontend/app/javascript/dashboard/store/modules/conversations/helpers.js
index af6b1602..31432d7d 100644
--- a/frontend/app/javascript/dashboard/store/modules/conversations/helpers.js
+++ b/frontend/app/javascript/dashboard/store/modules/conversations/helpers.js
@@ -1,4 +1,8 @@
 import { CONVERSATION_PRIORITY_ORDER } from 'shared/constants/messages';
+import {
+  ROLE_AGENT,
+  ROLE_ADMINISTRATOR,
+} from 'dashboard/constants/permissions.js';
 
 export const findPendingMessageIndex = (chat, message) => {
   const { echo_id: tempMessageId } = message;
@@ -79,9 +83,9 @@ export const applyRoleFilter = (
 ) => {
   // the role === "agent" check is typically not correct on it's own
   // the backend handles this by checking the custom_role_id at the user model
-  // here however, the `getUserRole` returns "custom_role" if the id is present,
+  // here however, `getUserRole` returns the custom-role constant if the id is present,
   // so we can check the role === "agent" directly
-  if (['administrator', 'agent'].includes(role)) {
+  if ([ROLE_ADMINISTRATOR, ROLE_AGENT].includes(role)) {
     return true;
   }
 
diff --git a/frontend/app/javascript/dashboard/store/modules/specs/contactNotes/actions.spec.js b/frontend/app/javascript/dashboard/store/modules/specs/contactNotes/actions.spec.js
index d732279e..0cc3af96 100644
--- a/frontend/app/javascript/dashboard/store/modules/specs/contactNotes/actions.spec.js
+++ b/frontend/app/javascript/dashboard/store/modules/specs/contactNotes/actions.spec.js
@@ -54,6 +54,37 @@ describe('#actions', () => {
     });
   });
 
+  describe('#update', () => {
+    it('sends correct actions if API is success', async () => {
+      axios.patch.mockResolvedValue({ data: { id: 2, content: 'updated' } });
+      await actions.update(
+        { commit },
+        { contactId: 1, noteId: 2, content: 'updated' }
+      );
+      expect(commit.mock.calls).toEqual([
+        [types.default.SET_CONTACT_NOTES_UI_FLAG, { isUpdating: true }],
+        [
+          types.default.EDIT_CONTACT_NOTE,
+          { contactId: 1, data: { id: 2, content: 'updated' } },
+        ],
+        [types.default.SET_CONTACT_NOTES_UI_FLAG, { isUpdating: false }],
+      ]);
+    });
+    it('sends correct actions if API is error', async () => {
+      axios.patch.mockRejectedValue({ message: 'Incorrect header' });
+      await expect(
+        actions.update(
+          { commit },
+          { contactId: 1, noteId: 2, content: 'updated' }
+        )
+      ).rejects.toThrow(Error);
+      expect(commit.mock.calls).toEqual([
+        [types.default.SET_CONTACT_NOTES_UI_FLAG, { isUpdating: true }],
+        [types.default.SET_CONTACT_NOTES_UI_FLAG, { isUpdating: false }],
+      ]);
+    });
+  });
+
   describe('#delete', () => {
     it('sends correct actions if API is success', async () => {
       axios.delete.mockResolvedValue({ data: notesData[0] });
diff --git a/frontend/app/javascript/dashboard/store/modules/specs/contactNotes/mutations.spec.js b/frontend/app/javascript/dashboard/store/modules/specs/contactNotes/mutations.spec.js
index 27c54d79..ec99baab 100644
--- a/frontend/app/javascript/dashboard/store/modules/specs/contactNotes/mutations.spec.js
+++ b/frontend/app/javascript/dashboard/store/modules/specs/contactNotes/mutations.spec.js
@@ -24,6 +24,16 @@ describe('#mutations', () => {
       expect(state.records[1]).toEqual([allNotes[0], allNotes[1]]);
     });
   });
+  describe('#EDIT_CONTACT_NOTE', () => {
+    it('replaces an existing note', () => {
+      const state = { records: { 1: [{ id: 2, content: 'old' }] } };
+      mutations[types.EDIT_CONTACT_NOTE](state, {
+        contactId: 1,
+        data: { id: 2, content: 'new' },
+      });
+      expect(state.records[1]).toEqual([{ id: 2, content: 'new' }]);
+    });
+  });
   describe('#DELETE_CONTACT_NOTE', () => {
     it('Delete existing note from records', () => {
       const state = { records: { 1: [{ id: 2 }] } };