diff --git a/Gemfile b/Gemfile
index faf7c2dea..f037583e7 100644
--- a/Gemfile
+++ b/Gemfile
@@ -194,6 +194,7 @@ gem 'ruby-openai'
 gem 'ai-agents', '>= 0.4.3'
 
 # TODO: Move this gem as a dependency of ai-agents
+gem 'ruby_llm', '>= 1.9.1'
 gem 'ruby_llm-schema'
 
 # OpenTelemetry for LLM observability
diff --git a/Gemfile.lock b/Gemfile.lock
index e356c13a8..c3eec459b 100644
--- a/Gemfile.lock
+++ b/Gemfile.lock
@@ -819,7 +819,7 @@ GEM
     ruby2ruby (2.5.0)
       ruby_parser (~> 3.1)
       sexp_processor (~> 4.6)
-    ruby_llm (1.5.1)
+    ruby_llm (1.9.1)
       base64
       event_stream_parser (~> 1)
       faraday (>= 1.10.0)
@@ -827,8 +827,9 @@ GEM
       faraday-net_http (>= 1)
       faraday-retry (>= 1)
       marcel (~> 1.0)
+      ruby_llm-schema (~> 0.2.1)
       zeitwerk (~> 2)
-    ruby_llm-schema (0.1.0)
+    ruby_llm-schema (0.2.5)
     ruby_parser (3.20.0)
       sexp_processor (~> 4.16)
     sass (3.7.4)
@@ -1119,6 +1120,7 @@ DEPENDENCIES
   rubocop-rails
   rubocop-rspec
   ruby-openai
+  ruby_llm (>= 1.9.1)
   ruby_llm-schema
   scout_apm
   scss_lint
diff --git a/lib/integrations/openai_base_service.rb b/lib/integrations/llm_base_service.rb
similarity index 61%
rename from lib/integrations/openai_base_service.rb
rename to lib/integrations/llm_base_service.rb
index c19f605c1..e8811121f 100644
--- a/lib/integrations/openai_base_service.rb
+++ b/lib/integrations/llm_base_service.rb
@@ -1,4 +1,4 @@
-class Integrations::OpenaiBaseService
+class Integrations::LlmBaseService
   include Integrations::LlmInstrumentation
 
   # gpt-4o-mini supports 128,000 tokens
@@ -6,8 +6,7 @@ class Integrations::OpenaiBaseService
   # sticking with 120000 to be safe
   # 120000 * 4 = 480,000 characters (rounding off downwards to 400,000 to be safe)
   TOKEN_LIMIT = 400_000
-  GPT_MODEL = ENV.fetch('OPENAI_GPT_MODEL', 'gpt-4o-mini').freeze
-
+  GPT_MODEL = Llm::Config::DEFAULT_MODEL
   ALLOWED_EVENT_NAMES = %w[rephrase summarize reply_suggestion fix_spelling_grammar shorten expand make_friendly make_formal simplify].freeze
   CACHEABLE_EVENTS = %w[].freeze
 
@@ -82,10 +81,10 @@ class Integrations::OpenaiBaseService
     self.class::CACHEABLE_EVENTS.include?(event_name)
   end
 
-  def api_url
+  def api_base
     endpoint = InstallationConfig.find_by(name: 'CAPTAIN_OPEN_AI_ENDPOINT')&.value.presence || 'https://api.openai.com/'
     endpoint = endpoint.chomp('/')
-    "#{endpoint}/v1/chat/completions"
+    "#{endpoint}/v1"
   end
 
   def make_api_call(body)
@@ -93,10 +92,65 @@ class Integrations::OpenaiBaseService
     instrumentation_params = build_instrumentation_params(parsed_body)
 
     instrument_llm_call(instrumentation_params) do
-      execute_api_request(body, parsed_body['messages'])
+      execute_ruby_llm_request(parsed_body)
     end
   end
 
+  def execute_ruby_llm_request(parsed_body)
+    messages = parsed_body['messages']
+    model = parsed_body['model']
+
+    Llm::Config.with_api_key(hook.settings['api_key'], api_base: api_base) do |context|
+      chat = context.chat(model: model)
+      setup_chat_with_messages(chat, messages)
+    end
+  rescue StandardError => e
+    ChatwootExceptionTracker.new(e, account: hook.account).capture_exception
+    build_error_response_from_exception(e, messages)
+  end
+
+  def setup_chat_with_messages(chat, messages)
+    apply_system_instructions(chat, messages)
+    response = send_conversation_messages(chat, messages)
+    return { error: 'No conversation messages provided', error_code: 400, request_messages: messages } if response.nil?
+
+    build_ruby_llm_response(response, messages)
+  end
+
+  def apply_system_instructions(chat, messages)
+    system_msg = messages.find { |m| m['role'] == 'system' }
+    chat.with_instructions(system_msg['content']) if system_msg
+  end
+
+  def send_conversation_messages(chat, messages)
+    conversation_messages = messages.reject { |m| m['role'] == 'system' }
+
+    return nil if conversation_messages.empty?
+
+    return chat.ask(conversation_messages.first['content']) if conversation_messages.length == 1
+
+    add_conversation_history(chat, conversation_messages[0...-1])
+    chat.ask(conversation_messages.last['content'])
+  end
+
+  def add_conversation_history(chat, messages)
+    messages.each do |msg|
+      chat.add_message(role: msg['role'].to_sym, content: msg['content'])
+    end
+  end
+
+  def build_ruby_llm_response(response, messages)
+    {
+      message: response.content,
+      usage: {
+        'prompt_tokens' => response.input_tokens,
+        'completion_tokens' => response.output_tokens,
+        'total_tokens' => (response.input_tokens || 0) + (response.output_tokens || 0)
+      },
+      request_messages: messages
+    }
+  end
+
   def build_instrumentation_params(parsed_body)
     {
       span_name: "llm.#{event_name}",
@@ -109,37 +163,7 @@ class Integrations::OpenaiBaseService
     }
   end
 
-  def execute_api_request(body, messages)
-    Rails.logger.info("OpenAI API request: #{body}")
-    response = HTTParty.post(api_url, headers: api_headers, body: body)
-    Rails.logger.info("OpenAI API response: #{response.body}")
-
-    parse_api_response(response, messages)
-  end
-
-  def api_headers
-    {
-      'Content-Type' => 'application/json',
-      'Authorization' => "Bearer #{hook.settings['api_key']}"
-    }
-  end
-
-  def parse_api_response(response, messages)
-    return build_error_response(response, messages) unless response.success?
-
-    parsed_response = JSON.parse(response.body)
-    build_success_response(parsed_response, messages)
-  end
-
-  def build_error_response(response, messages)
-    { error: response.parsed_response, error_code: response.code, request_messages: messages }
-  end
-
-  def build_success_response(parsed_response, messages)
-    choices = parsed_response['choices']
-    usage = parsed_response['usage']
-    message_content = choices.present? ? choices.first['message']['content'] : nil
-
-    { message: message_content, usage: usage, request_messages: messages }
+  def build_error_response_from_exception(error, messages)
+    { error: error.message, error_code: 500, request_messages: messages }
   end
 end
diff --git a/lib/integrations/llm_instrumentation.rb b/lib/integrations/llm_instrumentation.rb
index 919713dd3..7c176b758 100644
--- a/lib/integrations/llm_instrumentation.rb
+++ b/lib/integrations/llm_instrumentation.rb
@@ -2,9 +2,19 @@
 
 require 'opentelemetry_config'
 require_relative 'llm_instrumentation_constants'
+require_relative 'llm_instrumentation_helpers'
 
 module Integrations::LlmInstrumentation
   include Integrations::LlmInstrumentationConstants
+  include Integrations::LlmInstrumentationHelpers
+
+  PROVIDER_PREFIXES = {
+    'openai' => %w[gpt- o1 o3 o4 text-embedding- whisper- tts-],
+    'anthropic' => %w[claude-],
+    'google' => %w[gemini-],
+    'mistral' => %w[mistral- codestral-],
+    'deepseek' => %w[deepseek-]
+  }.freeze
 
   def tracer
     @tracer ||= OpentelemetryConfig.tracer
@@ -13,33 +23,38 @@ module Integrations::LlmInstrumentation
   def instrument_llm_call(params)
     return yield unless ChatwootApp.otel_enabled?
 
+    result = nil
+    executed = false
     tracer.in_span(params[:span_name]) do |span|
       setup_span_attributes(span, params)
       result = yield
+      executed = true
       record_completion(span, result)
       result
     end
   rescue StandardError => e
-    ChatwootExceptionTracker.new(e, account: params[:account]).capture_exception
-    yield
+    ChatwootExceptionTracker.new(e, account: resolve_account(params)).capture_exception
+    executed ? result : yield
   end
 
   def instrument_agent_session(params)
     return yield unless ChatwootApp.otel_enabled?
 
+    result = nil
+    executed = false
     tracer.in_span(params[:span_name]) do |span|
       set_metadata_attributes(span, params)
 
       # By default, the input and output of a trace are set from the root observation
       span.set_attribute(ATTR_LANGFUSE_OBSERVATION_INPUT, params[:messages].to_json)
       result = yield
+      executed = true
       span.set_attribute(ATTR_LANGFUSE_OBSERVATION_OUTPUT, result.to_json)
-
       result
     end
   rescue StandardError => e
-    ChatwootExceptionTracker.new(e, account: params[:account]).capture_exception
-    yield
+    ChatwootExceptionTracker.new(e, account: resolve_account(params)).capture_exception
+    executed ? result : yield
   end
 
   def instrument_tool_call(tool_name, arguments)
@@ -55,8 +70,27 @@ module Integrations::LlmInstrumentation
     end
   end
 
+  def determine_provider(model_name)
+    return 'openai' if model_name.blank?
+
+    model = model_name.to_s.downcase
+
+    PROVIDER_PREFIXES.each do |provider, prefixes|
+      return provider if prefixes.any? { |prefix| model.start_with?(prefix) }
+    end
+
+    'openai'
+  end
+
   private
 
+  def resolve_account(params)
+    return params[:account] if params[:account].is_a?(Account)
+    return Account.find_by(id: params[:account_id]) if params[:account_id].present?
+
+    nil
+  end
+
   def setup_span_attributes(span, params)
     set_request_attributes(span, params)
     set_prompt_messages(span, params[:messages])
@@ -68,7 +102,8 @@ module Integrations::LlmInstrumentation
   end
 
   def set_request_attributes(span, params)
-    span.set_attribute(ATTR_GEN_AI_PROVIDER, 'openai')
+    provider = determine_provider(params[:model])
+    span.set_attribute(ATTR_GEN_AI_PROVIDER, provider)
     span.set_attribute(ATTR_GEN_AI_REQUEST_MODEL, params[:model])
     span.set_attribute(ATTR_GEN_AI_REQUEST_TEMPERATURE, params[:temperature]) if params[:temperature]
   end
@@ -95,37 +130,4 @@ module Integrations::LlmInstrumentation
       span.set_attribute(format(ATTR_LANGFUSE_METADATA, key), value.to_s)
     end
   end
-
-  def set_completion_attributes(span, result)
-    set_completion_message(span, result)
-    set_usage_metrics(span, result)
-    set_error_attributes(span, result)
-  end
-
-  def set_completion_message(span, result)
-    message = result[:message] || result.dig('choices', 0, 'message', 'content')
-    return if message.blank?
-
-    span.set_attribute(ATTR_GEN_AI_COMPLETION_ROLE, 'assistant')
-    span.set_attribute(ATTR_GEN_AI_COMPLETION_CONTENT, message)
-  end
-
-  def set_usage_metrics(span, result)
-    usage = result[:usage] || result['usage']
-    return if usage.blank?
-
-    span.set_attribute(ATTR_GEN_AI_USAGE_INPUT_TOKENS, usage['prompt_tokens']) if usage['prompt_tokens']
-    span.set_attribute(ATTR_GEN_AI_USAGE_OUTPUT_TOKENS, usage['completion_tokens']) if usage['completion_tokens']
-    span.set_attribute(ATTR_GEN_AI_USAGE_TOTAL_TOKENS, usage['total_tokens']) if usage['total_tokens']
-  end
-
-  def set_error_attributes(span, result)
-    error = result[:error] || result['error']
-    return if error.blank?
-
-    error_code = result[:error_code] || result['error_code']
-    span.set_attribute(ATTR_GEN_AI_RESPONSE_ERROR, error.to_json)
-    span.set_attribute(ATTR_GEN_AI_RESPONSE_ERROR_CODE, error_code) if error_code
-    span.status = OpenTelemetry::Trace::Status.error("API Error: #{error_code}")
-  end
 end
diff --git a/lib/integrations/llm_instrumentation_helpers.rb b/lib/integrations/llm_instrumentation_helpers.rb
new file mode 100644
index 000000000..d1bf5c25c
--- /dev/null
+++ b/lib/integrations/llm_instrumentation_helpers.rb
@@ -0,0 +1,40 @@
+# frozen_string_literal: true
+
+module Integrations::LlmInstrumentationHelpers
+  include Integrations::LlmInstrumentationConstants
+
+  private
+
+  def set_completion_attributes(span, result)
+    set_completion_message(span, result)
+    set_usage_metrics(span, result)
+    set_error_attributes(span, result)
+  end
+
+  def set_completion_message(span, result)
+    message = result[:message] || result.dig('choices', 0, 'message', 'content')
+    return if message.blank?
+
+    span.set_attribute(ATTR_GEN_AI_COMPLETION_ROLE, 'assistant')
+    span.set_attribute(ATTR_GEN_AI_COMPLETION_CONTENT, message)
+  end
+
+  def set_usage_metrics(span, result)
+    usage = result[:usage] || result['usage']
+    return if usage.blank?
+
+    span.set_attribute(ATTR_GEN_AI_USAGE_INPUT_TOKENS, usage['prompt_tokens']) if usage['prompt_tokens']
+    span.set_attribute(ATTR_GEN_AI_USAGE_OUTPUT_TOKENS, usage['completion_tokens']) if usage['completion_tokens']
+    span.set_attribute(ATTR_GEN_AI_USAGE_TOTAL_TOKENS, usage['total_tokens']) if usage['total_tokens']
+  end
+
+  def set_error_attributes(span, result)
+    error = result[:error] || result['error']
+    return if error.blank?
+
+    error_code = result[:error_code] || result['error_code']
+    span.set_attribute(ATTR_GEN_AI_RESPONSE_ERROR, error.to_json)
+    span.set_attribute(ATTR_GEN_AI_RESPONSE_ERROR_CODE, error_code) if error_code
+    span.status = OpenTelemetry::Trace::Status.error("API Error: #{error_code}")
+  end
+end
diff --git a/lib/integrations/openai/processor_service.rb b/lib/integrations/openai/processor_service.rb
index 1359c6aff..0a0dfa8ae 100644
--- a/lib/integrations/openai/processor_service.rb
+++ b/lib/integrations/openai/processor_service.rb
@@ -1,4 +1,4 @@
-class Integrations::Openai::ProcessorService < Integrations::OpenaiBaseService
+class Integrations::Openai::ProcessorService < Integrations::LlmBaseService
   AGENT_INSTRUCTION = 'You are a helpful support agent.'.freeze
   LANGUAGE_INSTRUCTION = 'Ensure that the reply should be in user language.'.freeze
   def reply_suggestion_message
diff --git a/lib/llm/config.rb b/lib/llm/config.rb
new file mode 100644
index 000000000..b2edc81e7
--- /dev/null
+++ b/lib/llm/config.rb
@@ -0,0 +1,47 @@
+require 'ruby_llm'
+
+module Llm::Config
+  DEFAULT_MODEL = 'gpt-4o-mini'.freeze
+  class << self
+    def initialized?
+      @initialized ||= false
+    end
+
+    def initialize!
+      return if @initialized
+
+      configure_ruby_llm
+      @initialized = true
+    end
+
+    def reset!
+      @initialized = false
+    end
+
+    def with_api_key(api_key, api_base: nil)
+      context = RubyLLM.context do |config|
+        config.openai_api_key = api_key
+        config.openai_api_base = api_base
+      end
+
+      yield context
+    end
+
+    private
+
+    def configure_ruby_llm
+      RubyLLM.configure do |config|
+        config.openai_api_key = system_api_key if system_api_key.present?
+        config.openai_api_base = openai_endpoint.chomp('/') if openai_endpoint.present?
+      end
+    end
+
+    def system_api_key
+      InstallationConfig.find_by(name: 'CAPTAIN_OPEN_AI_API_KEY')&.value
+    end
+
+    def openai_endpoint
+      InstallationConfig.find_by(name: 'CAPTAIN_OPEN_AI_ENDPOINT')&.value
+    end
+  end
+end
diff --git a/spec/enterprise/lib/integrations/openai/processor_service_spec.rb b/spec/enterprise/lib/integrations/openai/processor_service_spec.rb
index 4707aff87..88e75ea07 100644
--- a/spec/enterprise/lib/integrations/openai/processor_service_spec.rb
+++ b/spec/enterprise/lib/integrations/openai/processor_service_spec.rb
@@ -5,21 +5,39 @@ RSpec.describe Integrations::Openai::ProcessorService do
 
   let(:account) { create(:account) }
   let(:hook) { create(:integrations_hook, :openai, account: account) }
-  let(:expected_headers) { { 'Authorization' => "Bearer #{hook.settings['api_key']}" } }
-  let(:openai_response) do
-    {
-      'choices' => [
-        {
-          'message' => {
-            'content' => 'This is a reply from openai.'
-          }
-        }
-      ]
-    }.to_json
+
+  # Mock RubyLLM objects
+  let(:mock_chat) { instance_double(RubyLLM::Chat) }
+  let(:mock_context) { instance_double(RubyLLM::Context) }
+  let(:mock_config) { OpenStruct.new }
+  let(:mock_response) do
+    instance_double(
+      RubyLLM::Message,
+      content: 'This is a reply from openai.',
+      input_tokens: nil,
+      output_tokens: nil
+    )
+  end
+  let(:mock_empty_response) do
+    instance_double(
+      RubyLLM::Message,
+      content: '',
+      input_tokens: nil,
+      output_tokens: nil
+    )
   end
 
   let(:conversation) { create(:conversation, account: account) }
 
+  before do
+    allow(RubyLLM).to receive(:context).and_yield(mock_config).and_return(mock_context)
+    allow(mock_context).to receive(:chat).and_return(mock_chat)
+
+    allow(mock_chat).to receive(:with_instructions).and_return(mock_chat)
+    allow(mock_chat).to receive(:add_message).and_return(mock_chat)
+    allow(mock_chat).to receive(:ask).and_return(mock_response)
+  end
+
   describe '#perform' do
     context 'when event name is label_suggestion with labels with < 3 messages' do
       let(:event) { { 'name' => 'label_suggestion', 'data' => { 'conversation_display_id' => conversation.display_id } } }
@@ -49,21 +67,15 @@ RSpec.describe Integrations::Openai::ProcessorService do
       end
 
       it 'returns the label suggestions' do
-        stub_request(:post, 'https://api.openai.com/v1/chat/completions')
-          .with(body: anything, headers: expected_headers)
-          .to_return(status: 200, body: openai_response, headers: {})
-
         result = subject.perform
-        expect(result).to eq({ :message => 'This is a reply from openai.' })
+        expect(result).to eq({ message: 'This is a reply from openai.' })
       end
 
       it 'returns empty string if openai response is blank' do
-        stub_request(:post, 'https://api.openai.com/v1/chat/completions')
-          .with(body: anything, headers: expected_headers)
-          .to_return(status: 200, body: '{}', headers: {})
+        allow(mock_chat).to receive(:ask).and_return(mock_empty_response)
 
         result = subject.perform
-        expect(result).to eq({ :message => '' })
+        expect(result[:message]).to eq('')
       end
     end
 
diff --git a/spec/lib/integrations/openai/processor_service_spec.rb b/spec/lib/integrations/openai/processor_service_spec.rb
index 6f8e6ecf6..28488cc15 100644
--- a/spec/lib/integrations/openai/processor_service_spec.rb
+++ b/spec/lib/integrations/openai/processor_service_spec.rb
@@ -5,135 +5,104 @@ RSpec.describe Integrations::Openai::ProcessorService do
 
   let(:account) { create(:account) }
   let(:hook) { create(:integrations_hook, :openai, account: account) }
-  let(:expected_headers) { { 'Authorization' => "Bearer #{hook.settings['api_key']}" } }
-  let(:openai_response) do
-    {
-      'choices' => [{ 'message' => { 'content' => 'This is a reply from openai.' } }]
-    }.to_json
+
+  # Mock RubyLLM objects
+  let(:mock_chat) { instance_double(RubyLLM::Chat) }
+  let(:mock_context) { instance_double(RubyLLM::Context) }
+  let(:mock_config) { OpenStruct.new }
+  let(:mock_response) do
+    instance_double(
+      RubyLLM::Message,
+      content: 'This is a reply from openai.',
+      input_tokens: nil,
+      output_tokens: nil
+    )
   end
-  let(:openai_response_with_usage) do
-    {
-      'choices' => [{ 'message' => { 'content' => 'This is a reply from openai.' } }],
-      'usage' => {
-        'prompt_tokens' => 50,
-        'completion_tokens' => 20,
-        'total_tokens' => 70
-      }
-    }.to_json
+  let(:mock_response_with_usage) do
+    instance_double(
+      RubyLLM::Message,
+      content: 'This is a reply from openai.',
+      input_tokens: 50,
+      output_tokens: 20
+    )
+  end
+
+  before do
+    allow(RubyLLM).to receive(:context).and_yield(mock_config).and_return(mock_context)
+    allow(mock_context).to receive(:chat).and_return(mock_chat)
+
+    allow(mock_chat).to receive(:with_instructions).and_return(mock_chat)
+    allow(mock_chat).to receive(:add_message).and_return(mock_chat)
+    allow(mock_chat).to receive(:ask).and_return(mock_response)
   end
 
   describe '#perform' do
-    shared_examples 'text transformation operation' do |event_name, system_prompt|
-      let(:event) { { 'name' => event_name, 'data' => { 'content' => 'This is a test' } } }
-      let(:expected_request_body) do
-        {
-          'model' => 'gpt-4o-mini',
-          'messages' => [
-            { 'role' => 'system', 'content' => system_prompt },
-            { 'role' => 'user', 'content' => 'This is a test' }
-          ]
-        }.to_json
-      end
-
-      it "returns the #{event_name.tr('_', ' ')} text" do
-        stub_request(:post, 'https://api.openai.com/v1/chat/completions')
-          .with(body: expected_request_body, headers: expected_headers)
-          .to_return(status: 200, body: openai_response)
-
-        result = service.perform
-        expect(result[:message]).to eq('This is a reply from openai.')
-      end
-    end
-
-    shared_examples 'successful openai response' do
-      it 'returns the expected message' do
-        result = service.perform
-        expect(result[:message]).to eq('This is a reply from openai.')
-      end
-    end
-
     describe 'text transformation operations' do
-      base_prompt = 'You are a helpful support agent. '
-      language_suffix = 'Ensure that the reply should be in user language.'
+      shared_examples 'text transformation operation' do |event_name|
+        let(:event) { { 'name' => event_name, 'data' => { 'content' => 'This is a test' } } }
 
-      it_behaves_like 'text transformation operation', 'rephrase',
-                      "#{base_prompt}Please rephrase the following response. #{language_suffix}"
-      it_behaves_like 'text transformation operation', 'fix_spelling_grammar',
-                      "#{base_prompt}Please fix the spelling and grammar of the following response. #{language_suffix}"
-      it_behaves_like 'text transformation operation', 'shorten',
-                      "#{base_prompt}Please shorten the following response. #{language_suffix}"
-      it_behaves_like 'text transformation operation', 'expand',
-                      "#{base_prompt}Please expand the following response. #{language_suffix}"
-      it_behaves_like 'text transformation operation', 'make_friendly',
-                      "#{base_prompt}Please make the following response more friendly. #{language_suffix}"
-      it_behaves_like 'text transformation operation', 'make_formal',
-                      "#{base_prompt}Please make the following response more formal. #{language_suffix}"
-      it_behaves_like 'text transformation operation', 'simplify',
-                      "#{base_prompt}Please simplify the following response. #{language_suffix}"
+        it 'returns the transformed text' do
+          result = service.perform
+          expect(result[:message]).to eq('This is a reply from openai.')
+        end
+
+        it 'sends the user content to the LLM' do
+          service.perform
+          expect(mock_chat).to have_received(:ask).with('This is a test')
+        end
+
+        it 'sets system instructions' do
+          service.perform
+          expect(mock_chat).to have_received(:with_instructions).with(a_string_including('You are a helpful support agent'))
+        end
+      end
+
+      it_behaves_like 'text transformation operation', 'rephrase'
+      it_behaves_like 'text transformation operation', 'fix_spelling_grammar'
+      it_behaves_like 'text transformation operation', 'shorten'
+      it_behaves_like 'text transformation operation', 'expand'
+      it_behaves_like 'text transformation operation', 'make_friendly'
+      it_behaves_like 'text transformation operation', 'make_formal'
+      it_behaves_like 'text transformation operation', 'simplify'
     end
 
     describe 'conversation-based operations' do
       let!(:conversation) { create(:conversation, account: account) }
-      let!(:customer_message) do
+
+      before do
         create(:message, account: account, conversation: conversation, message_type: :incoming, content: 'hello agent')
-      end
-      let!(:agent_message) do
         create(:message, account: account, conversation: conversation, message_type: :outgoing, content: 'hello customer')
       end
 
       context 'with reply_suggestion event' do
         let(:event) { { 'name' => 'reply_suggestion', 'data' => { 'conversation_display_id' => conversation.display_id } } }
-        let(:expected_request_body) do
-          {
-            'model' => 'gpt-4o-mini',
-            'messages' => [
-              { role: 'system', content: Rails.root.join('lib/integrations/openai/openai_prompts/reply.txt').read },
-              { role: 'user', content: customer_message.content },
-              { role: 'assistant', content: agent_message.content }
-            ]
-          }.to_json
+
+        it 'returns the suggested reply' do
+          result = service.perform
+          expect(result[:message]).to eq('This is a reply from openai.')
         end
 
-        before do
-          stub_request(:post, 'https://api.openai.com/v1/chat/completions')
-            .with(body: expected_request_body, headers: expected_headers)
-            .to_return(status: 200, body: openai_response)
+        it 'adds conversation history before asking' do
+          service.perform
+          # Should add the first message as history, then ask with the last message
+          expect(mock_chat).to have_received(:add_message).with(role: :user, content: 'hello agent')
+          expect(mock_chat).to have_received(:ask).with('hello customer')
         end
-
-        it_behaves_like 'successful openai response'
       end
 
       context 'with summarize event' do
         let(:event) { { 'name' => 'summarize', 'data' => { 'conversation_display_id' => conversation.display_id } } }
-        let(:conversation_messages) do
-          "Customer #{customer_message.sender.name} : #{customer_message.content}\n" \
-            "Agent #{agent_message.sender.name} : #{agent_message.content}\n"
-        end
-        let(:summary_prompt) do
-          if ChatwootApp.enterprise?
-            Rails.root.join('enterprise/lib/enterprise/integrations/openai_prompts/summary.txt').read
-          else
-            'Please summarize the key points from the following conversation between support agents and customer as bullet points ' \
-              "for the next support agent looking into the conversation. Reply in the user's language."
-          end
-        end
-        let(:expected_request_body) do
-          {
-            'model' => 'gpt-4o-mini',
-            'messages' => [
-              { 'role' => 'system', 'content' => summary_prompt },
-              { 'role' => 'user', 'content' => conversation_messages }
-            ]
-          }.to_json
+
+        it 'returns the summary' do
+          result = service.perform
+          expect(result[:message]).to eq('This is a reply from openai.')
         end
 
-        before do
-          stub_request(:post, 'https://api.openai.com/v1/chat/completions')
-            .with(body: expected_request_body, headers: expected_headers)
-            .to_return(status: 200, body: openai_response)
+        it 'sends formatted conversation as a single message' do
+          service.perform
+          # Summarize sends conversation as a formatted string in one user message
+          expect(mock_chat).to have_received(:ask).with(a_string_matching(/Customer.*hello agent.*Agent.*hello customer/m))
         end
-
-        it_behaves_like 'successful openai response'
       end
 
       context 'with label_suggestion event and no labels' do
@@ -160,37 +129,37 @@ RSpec.describe Integrations::Openai::ProcessorService do
 
       context 'when response includes usage data' do
         before do
-          stub_request(:post, 'https://api.openai.com/v1/chat/completions')
-            .with(body: anything, headers: expected_headers)
-            .to_return(status: 200, body: openai_response_with_usage)
+          allow(mock_chat).to receive(:ask).and_return(mock_response_with_usage)
         end
 
-        it 'returns message, usage, and request_messages' do
+        it 'returns message with usage data' do
           result = service.perform
 
           expect(result[:message]).to eq('This is a reply from openai.')
-          expect(result[:usage]).to eq({
-                                         'prompt_tokens' => 50,
-                                         'completion_tokens' => 20,
-                                         'total_tokens' => 70
-                                       })
+          expect(result[:usage]['prompt_tokens']).to eq(50)
+          expect(result[:usage]['completion_tokens']).to eq(20)
+          expect(result[:usage]['total_tokens']).to eq(70)
+        end
+
+        it 'includes request_messages in response' do
+          result = service.perform
+
           expect(result[:request_messages]).to be_an(Array)
           expect(result[:request_messages].length).to eq(2)
         end
       end
 
       context 'when response does not include usage data' do
-        before do
-          stub_request(:post, 'https://api.openai.com/v1/chat/completions')
-            .with(body: anything, headers: expected_headers)
-            .to_return(status: 200, body: openai_response)
-        end
-
-        it 'returns message and request_messages with nil usage' do
+        it 'returns message with zero total tokens' do
           result = service.perform
 
           expect(result[:message]).to eq('This is a reply from openai.')
-          expect(result[:usage]).to be_nil
+          expect(result[:usage]['total_tokens']).to eq(0)
+        end
+
+        it 'includes request_messages in response' do
+          result = service.perform
+
           expect(result[:request_messages]).to be_an(Array)
         end
       end
@@ -199,23 +168,17 @@ RSpec.describe Integrations::Openai::ProcessorService do
     describe 'endpoint configuration' do
       let(:event) { { 'name' => 'rephrase', 'data' => { 'content' => 'test message' } } }
 
-      shared_examples 'endpoint request' do |endpoint_url|
-        it "makes request to #{endpoint_url}" do
-          stub_request(:post, "#{endpoint_url}/v1/chat/completions")
-            .with(body: anything, headers: expected_headers)
-            .to_return(status: 200, body: openai_response)
-
-          result = service.perform
-          expect(result[:message]).to eq('This is a reply from openai.')
-          expect(result[:request_messages]).to be_an(Array)
-          expect(result[:usage]).to be_nil
-        end
-      end
-
       context 'without CAPTAIN_OPEN_AI_ENDPOINT configured' do
         before { InstallationConfig.find_by(name: 'CAPTAIN_OPEN_AI_ENDPOINT')&.destroy }
 
-        it_behaves_like 'endpoint request', 'https://api.openai.com'
+        it 'uses default OpenAI endpoint' do
+          expect(Llm::Config).to receive(:with_api_key).with(
+            hook.settings['api_key'],
+            api_base: 'https://api.openai.com/v1'
+          ).and_call_original
+
+          service.perform
+        end
       end
 
       context 'with CAPTAIN_OPEN_AI_ENDPOINT configured' do
@@ -224,7 +187,14 @@ RSpec.describe Integrations::Openai::ProcessorService do
           create(:installation_config, name: 'CAPTAIN_OPEN_AI_ENDPOINT', value: 'https://custom.azure.com/')
         end
 
-        it_behaves_like 'endpoint request', 'https://custom.azure.com'
+        it 'uses custom endpoint' do
+          expect(Llm::Config).to receive(:with_api_key).with(
+            hook.settings['api_key'],
+            api_base: 'https://custom.azure.com/v1'
+          ).and_call_original
+
+          service.perform
+        end
       end
     end
   end