diff --git a/Gemfile b/Gemfile
index 4225f2904..957784f55 100644
--- a/Gemfile
+++ b/Gemfile
@@ -100,7 +100,7 @@ group :development, :test do
   gem 'factory_bot_rails'
   gem 'faker'
   gem 'listen'
-  gem 'mock_redis'
+  gem 'mock_redis', git: 'https://github.com/sds/mock_redis', ref: '16d00789f0341a3aac35126c0ffe97a596753ff9'
   gem 'pry-rails'
   gem 'rspec-rails', '~> 4.0.0.beta2'
   gem 'rubocop', require: false
diff --git a/Gemfile.lock b/Gemfile.lock
index 6c9edc7ef..bf9a33cfc 100644
--- a/Gemfile.lock
+++ b/Gemfile.lock
@@ -5,6 +5,13 @@ GIT
     twitty (0.1.0)
       oauth
 
+GIT
+  remote: https://github.com/sds/mock_redis
+  revision: 16d00789f0341a3aac35126c0ffe97a596753ff9
+  ref: 16d00789f0341a3aac35126c0ffe97a596753ff9
+  specs:
+    mock_redis (0.22.0)
+
 GIT
   remote: https://github.com/tzmfreedom/json_refs
   revision: e32deb073ce9aef39bdd63556bffd7fe7c2a803d
@@ -270,7 +277,6 @@ GEM
     mini_mime (1.0.2)
     mini_portile2 (2.4.0)
     minitest (5.14.0)
-    mock_redis (0.22.0)
     msgpack (1.3.3)
     multi_json (1.14.1)
     multi_xml (0.6.0)
@@ -526,7 +532,7 @@ DEPENDENCIES
   letter_opener
   listen
   mini_magick
-  mock_redis
+  mock_redis!
   nightfury
   pg
   pry-rails
diff --git a/app/javascript/dashboard/helper/actionCable.js b/app/javascript/dashboard/helper/actionCable.js
index 38500f16b..a1f70702e 100644
--- a/app/javascript/dashboard/helper/actionCable.js
+++ b/app/javascript/dashboard/helper/actionCable.js
@@ -8,7 +8,8 @@ class ActionCableConnector extends BaseActionCableConnector {
       'message.created': this.onMessageCreated,
       'message.updated': this.onMessageUpdated,
       'conversation.created': this.onConversationCreated,
-      'status_change:conversation': this.onStatusChange,
+      'conversation.opened': this.onStatusChange,
+      'conversation.resolved': this.onStatusChange,
       'user:logout': this.onLogout,
       'page:reload': this.onReload,
       'assignee.changed': this.onAssigneeChanged,
@@ -40,7 +41,7 @@ class ActionCableConnector extends BaseActionCableConnector {
   onReload = () => window.location.reload();
 
   onStatusChange = data => {
-    this.app.$store.dispatch('addConversation', data);
+    this.app.$store.dispatch('updateConversation', data);
   };
 }
 
diff --git a/app/javascript/dashboard/store/modules/conversations/actions.js b/app/javascript/dashboard/store/modules/conversations/actions.js
index c770c6a46..1ae9ba7e6 100644
--- a/app/javascript/dashboard/store/modules/conversations/actions.js
+++ b/app/javascript/dashboard/store/modules/conversations/actions.js
@@ -149,8 +149,15 @@ const actions = {
     commit(types.default.ADD_MESSAGE, message);
   },
 
-  addConversation({ commit }, conversation) {
-    commit(types.default.ADD_CONVERSATION, conversation);
+  addConversation({ commit, state }, conversation) {
+    const { currentInbox } = state;
+    if (!currentInbox || Number(currentInbox) === conversation.inbox_id) {
+      commit(types.default.ADD_CONVERSATION, conversation);
+    }
+  },
+
+  updateConversation({ commit }, conversation) {
+    commit(types.default.UPDATE_CONVERSATION, conversation);
   },
 
   toggleTyping: async ({ commit }, { status, inboxId, contactId }) => {
diff --git a/app/javascript/dashboard/store/modules/conversations/index.js b/app/javascript/dashboard/store/modules/conversations/index.js
index f61c3add4..80294456a 100644
--- a/app/javascript/dashboard/store/modules/conversations/index.js
+++ b/app/javascript/dashboard/store/modules/conversations/index.js
@@ -153,6 +153,24 @@ const mutations = {
     _state.allConversations.push(conversation);
   },
 
+  [types.default.UPDATE_CONVERSATION](_state, conversation) {
+    const { allConversations } = _state;
+    const currentConversationIndex = allConversations.findIndex(
+      c => c.id === conversation.id
+    );
+    if (currentConversationIndex > -1) {
+      const currentConversation = {
+        ...allConversations[currentConversationIndex],
+        status: conversation.status,
+      };
+      Vue.set(allConversations, currentConversationIndex, currentConversation);
+      if (_state.selectedChat.id === conversation.id) {
+        _state.selectedChat.status = conversation.status;
+        window.bus.$emit('scrollToMessage');
+      }
+    }
+  },
+
   [types.default.MARK_SEEN](_state) {
     _state.selectedChat.seen = true;
   },
diff --git a/app/javascript/dashboard/store/mutation-types.js b/app/javascript/dashboard/store/mutation-types.js
index 93b252389..6d3e626e7 100755
--- a/app/javascript/dashboard/store/mutation-types.js
+++ b/app/javascript/dashboard/store/mutation-types.js
@@ -21,6 +21,7 @@ export default {
   CLEAR_ALL_MESSAGES: 'CLEAR_ALL_MESSAGES',
   RESOLVE_CONVERSATION: 'RESOLVE_CONVERSATION',
   ADD_CONVERSATION: 'ADD_CONVERSATION',
+  UPDATE_CONVERSATION: 'UPDATE_CONVERSATION',
   SEND_MESSAGE: 'SEND_MESSAGE',
   ASSIGN_AGENT: 'ASSIGN_AGENT',
   SET_CHAT_META: 'SET_CHAT_META',
diff --git a/app/listeners/action_cable_listener.rb b/app/listeners/action_cable_listener.rb
index 065124705..99c3bbce2 100644
--- a/app/listeners/action_cable_listener.rb
+++ b/app/listeners/action_cable_listener.rb
@@ -3,21 +3,21 @@ class ActionCableListener < BaseListener
 
   def conversation_created(event)
     conversation, account, timestamp = extract_conversation_and_account(event)
-    send_to_administrators(account.administrators, CONVERSATION_CREATED, conversation.push_event_data)
-    send_to_agents(conversation.inbox.members, CONVERSATION_CREATED, conversation.push_event_data)
+
+    send_to_agents(account, conversation.inbox.members, CONVERSATION_CREATED, conversation.push_event_data)
   end
 
   def conversation_read(event)
     conversation, account, timestamp = extract_conversation_and_account(event)
-    send_to_administrators(account.administrators, CONVERSATION_READ, conversation.push_event_data)
-    send_to_agents(conversation.inbox.members, CONVERSATION_READ, conversation.push_event_data)
+
+    send_to_agents(account, conversation.inbox.members, CONVERSATION_READ, conversation.push_event_data)
   end
 
   def message_created(event)
     message, account, timestamp = extract_message_and_account(event)
     conversation = message.conversation
-    send_to_administrators(account.administrators, MESSAGE_CREATED, message.push_event_data)
-    send_to_agents(conversation.inbox.members, MESSAGE_CREATED, message.push_event_data)
+
+    send_to_agents(account, conversation.inbox.members, MESSAGE_CREATED, message.push_event_data)
     send_to_contact(conversation.contact, MESSAGE_CREATED, message)
   end
 
@@ -25,55 +25,58 @@ class ActionCableListener < BaseListener
     message, account, timestamp = extract_message_and_account(event)
     conversation = message.conversation
     contact = conversation.contact
-    members = conversation.inbox.members.pluck(:pubsub_token)
-    send_to_members(members, MESSAGE_UPDATED, message.push_event_data)
+
+    send_to_agents(account, conversation.inbox.members, MESSAGE_UPDATED, message.push_event_data)
     send_to_contact(contact, MESSAGE_UPDATED, message)
   end
 
-  def conversation_reopened(event)
+  def conversation_resolved(event)
     conversation, account, timestamp = extract_conversation_and_account(event)
-    send_to_administrators(account.administrators, CONVERSATION_REOPENED, conversation.push_event_data)
-    send_to_agents(conversation.inbox.members, CONVERSATION_REOPENED, conversation.push_event_data)
+
+    send_to_agents(account, conversation.inbox.members, CONVERSATION_RESOLVED, conversation.push_event_data)
+  end
+
+  def conversation_opened(event)
+    conversation, account, timestamp = extract_conversation_and_account(event)
+
+    send_to_agents(account, conversation.inbox.members, CONVERSATION_OPENED, conversation.push_event_data)
   end
 
   def conversation_lock_toggle(event)
     conversation, account, timestamp = extract_conversation_and_account(event)
-    send_to_administrators(account.administrators, CONVERSATION_LOCK_TOGGLE, conversation.lock_event_data)
-    send_to_agents(conversation.inbox.members, CONVERSATION_LOCK_TOGGLE, conversation.lock_event_data)
+
+    send_to_agents(account, conversation.inbox.members, CONVERSATION_LOCK_TOGGLE, conversation.lock_event_data)
   end
 
   def assignee_changed(event)
     conversation, account, timestamp = extract_conversation_and_account(event)
-    send_to_administrators(account.administrators, ASSIGNEE_CHANGED, conversation.push_event_data)
-    send_to_agents(conversation.inbox.members, ASSIGNEE_CHANGED, conversation.push_event_data)
+
+    send_to_agents(account, conversation.inbox.members, ASSIGNEE_CHANGED, conversation.push_event_data)
   end
 
   def contact_created(event)
     contact, account, timestamp = extract_contact_and_account(event)
-    send_to_administrators(account.administrators, CONTACT_CREATED, contact.push_event_data)
-    send_to_agents(account.agents, CONTACT_CREATED, contact.push_event_data)
+
+    send_to_agents(account, account.agents, CONTACT_CREATED, contact.push_event_data)
   end
 
   def contact_updated(event)
     contact, account, timestamp = extract_contact_and_account(event)
-    send_to_administrators(account.administrators, CONTACT_UPDATED, contact.push_event_data)
-    send_to_agents(account.agents, CONTACT_UPDATED, contact.push_event_data)
+
+    send_to_agents(account, account.agents, CONTACT_UPDATED, contact.push_event_data)
   end
 
   private
 
-  def send_to_administrators(admins, event_name, data)
-    admin_tokens = admins.pluck(:pubsub_token)
-    return if admin_tokens.blank?
-
-    ::ActionCableBroadcastJob.perform_later(admin_tokens, event_name, data)
-  end
-
-  def send_to_agents(agents, event_name, data)
+  def send_to_agents(account, agents, event_name, data)
     agent_tokens = agents.pluck(:pubsub_token)
-    return if agent_tokens.blank?
+    admin_tokens = account.administrators.pluck(:pubsub_token)
 
-    ::ActionCableBroadcastJob.perform_later(agent_tokens, event_name, data)
+    pubsub_tokens = (agent_tokens + admin_tokens).uniq
+
+    return if pubsub_tokens.blank?
+
+    ::ActionCableBroadcastJob.perform_later(pubsub_tokens, event_name, data)
   end
 
   def send_to_contact(contact, event_name, message)
diff --git a/app/listeners/agent_bot_listener.rb b/app/listeners/agent_bot_listener.rb
index 7155357c8..4c7b4a610 100644
--- a/app/listeners/agent_bot_listener.rb
+++ b/app/listeners/agent_bot_listener.rb
@@ -1,4 +1,28 @@
 class AgentBotListener < BaseListener
+  def conversation_resolved(event)
+    conversation = extract_conversation_and_account(event)[0]
+    inbox = conversation.inbox
+    return if inbox.agent_bot_inbox.blank?
+    return unless inbox.agent_bot_inbox.active?
+
+    agent_bot = inbox.agent_bot_inbox.agent_bot
+
+    payload = conversation.webhook_data.merge(event: __method__.to_s)
+    AgentBotJob.perform_later(agent_bot.outgoing_url, payload)
+  end
+
+  def conversation_opened(event)
+    conversation = extract_conversation_and_account(event)[0]
+    inbox = conversation.inbox
+    return if inbox.agent_bot_inbox.blank?
+    return unless inbox.agent_bot_inbox.active?
+
+    agent_bot = inbox.agent_bot_inbox.agent_bot
+
+    payload = conversation.webhook_data.merge(event: __method__.to_s)
+    AgentBotJob.perform_later(agent_bot.outgoing_url, payload)
+  end
+
   def message_created(event)
     message = extract_message_and_account(event)[0]
     inbox = message.inbox
diff --git a/app/listeners/reporting_listener.rb b/app/listeners/reporting_listener.rb
index 14027783f..2f4e069e0 100644
--- a/app/listeners/reporting_listener.rb
+++ b/app/listeners/reporting_listener.rb
@@ -7,9 +7,13 @@ class ReportingListener < BaseListener
   def conversation_resolved(event)
     conversation, account, timestamp = extract_conversation_and_account(event)
     time_to_resolve = conversation.updated_at.to_i - conversation.created_at.to_i
-    agent = conversation.assignee
-    ::Reports::UpdateAgentIdentity.new(account, agent, timestamp).update_avg_resolution_time(time_to_resolve)
-    ::Reports::UpdateAgentIdentity.new(account, agent, timestamp).incr_resolutions_count
+
+    if conversation.assignee.present?
+      agent = conversation.assignee
+      ::Reports::UpdateAgentIdentity.new(account, agent, timestamp).update_avg_resolution_time(time_to_resolve)
+      ::Reports::UpdateAgentIdentity.new(account, agent, timestamp).incr_resolutions_count
+    end
+
     ::Reports::UpdateAccountIdentity.new(account, timestamp).update_avg_resolution_time(time_to_resolve)
     ::Reports::UpdateAccountIdentity.new(account, timestamp).incr_resolutions_count
   end
diff --git a/app/listeners/webhook_listener.rb b/app/listeners/webhook_listener.rb
index 3597a402e..1244df148 100644
--- a/app/listeners/webhook_listener.rb
+++ b/app/listeners/webhook_listener.rb
@@ -1,4 +1,18 @@
 class WebhookListener < BaseListener
+  def conversation_resolved(event)
+    conversation = extract_conversation_and_account(event)[0]
+    inbox = conversation.inbox
+    payload = conversation.webhook_data.merge(event: __method__.to_s)
+    deliver_webhook_payloads(payload, inbox)
+  end
+
+  def conversation_opened(event)
+    conversation = extract_conversation_and_account(event)[0]
+    inbox = conversation.inbox
+    payload = conversation.webhook_data.merge(event: __method__.to_s)
+    deliver_webhook_payloads(payload, inbox)
+  end
+
   def message_created(event)
     message = extract_message_and_account(event)[0]
     inbox = message.inbox
diff --git a/app/models/conversation.rb b/app/models/conversation.rb
index 75ac69f5c..338af058a 100644
--- a/app/models/conversation.rb
+++ b/app/models/conversation.rb
@@ -54,7 +54,7 @@ class Conversation < ApplicationRecord
 
   after_update :notify_status_change, :create_activity, :send_email_notification_to_assignee
 
-  after_create :send_events, :run_round_robin
+  after_create :notify_conversation_creation, :run_round_robin
 
   acts_as_taggable_on :labels
 
@@ -110,11 +110,7 @@ class Conversation < ApplicationRecord
     self.status = :bot if inbox.agent_bot_inbox&.active?
   end
 
-  def dispatch_events
-    dispatcher_dispatch(CONVERSATION_RESOLVED)
-  end
-
-  def send_events
+  def notify_conversation_creation
     dispatcher_dispatch(CONVERSATION_CREATED)
   end
 
@@ -160,7 +156,8 @@ class Conversation < ApplicationRecord
 
   def notify_status_change
     {
-      CONVERSATION_RESOLVED => -> { saved_change_to_status? && resolved? && assignee.present? },
+      CONVERSATION_OPENED => -> { saved_change_to_status? && open? },
+      CONVERSATION_RESOLVED => -> { saved_change_to_status? && resolved? },
       CONVERSATION_READ => -> { saved_change_to_user_last_seen_at? },
       CONVERSATION_LOCK_TOGGLE => -> { saved_change_to_locked? },
       ASSIGNEE_CHANGED => -> { saved_change_to_assignee_id? }
diff --git a/app/models/message.rb b/app/models/message.rb
index 218059537..51210686e 100644
--- a/app/models/message.rb
+++ b/app/models/message.rb
@@ -139,10 +139,7 @@ class Message < ApplicationRecord
   end
 
   def reopen_conversation
-    if incoming? && conversation.resolved?
-      conversation.toggle_status
-      Rails.configuration.dispatcher.dispatch(CONVERSATION_REOPENED, Time.zone.now, conversation: conversation)
-    end
+    conversation.open! if incoming? && conversation.resolved?
   end
 
   def execute_message_template_hooks
diff --git a/lib/events/types.rb b/lib/events/types.rb
index 4adb3915f..422820720 100644
--- a/lib/events/types.rb
+++ b/lib/events/types.rb
@@ -1,27 +1,33 @@
 # frozen_string_literal: true
 
 module Events::Types
-  CONVERSATION_CREATED = 'conversation.created'
-  CONVERSATION_RESOLVED = 'conversation.resolved'
-  CONVERSATION_READ = 'conversation.read'
-  WEBWIDGET_TRIGGERED = 'webwidget.triggered'
-
-  MESSAGE_CREATED = 'message.created'
-  FIRST_REPLY_CREATED = 'first.reply.created'
-  MESSAGE_UPDATED = 'message.updated'
-  CONVERSATION_REOPENED = 'conversation.reopened'
-  CONVERSATION_LOCK_TOGGLE = 'conversation.lock_toggle'
-  ASSIGNEE_CHANGED = 'assignee.changed'
-
-  CONTACT_CREATED = 'contact.created'
-  CONTACT_UPDATED = 'contact.updated'
-
+  # account events
   ACCOUNT_CREATED = 'account.created'
   ACCOUNT_DESTROYED = 'account.destroyed'
 
+  # channel events
+  WEBWIDGET_TRIGGERED = 'webwidget.triggered'
+
+  # conversation events
+  CONVERSATION_CREATED = 'conversation.created'
+  CONVERSATION_READ = 'conversation.read'
+  CONVERSATION_OPENED = 'conversation.opened'
+  CONVERSATION_RESOLVED = 'conversation.resolved'
+  CONVERSATION_LOCK_TOGGLE = 'conversation.lock_toggle'
+  ASSIGNEE_CHANGED = 'assignee.changed'
+
+  # message events
+  MESSAGE_CREATED = 'message.created'
+  FIRST_REPLY_CREATED = 'first.reply.created'
+  MESSAGE_UPDATED = 'message.updated'
+
+  # contact events
+  CONTACT_CREATED = 'contact.created'
+  CONTACT_UPDATED = 'contact.updated'
+
+  # subscription events
   AGENT_ADDED = 'agent.added'
   AGENT_REMOVED = 'agent.removed'
-
   SUBSCRIPTION_CREATED = 'subscription.created'
   SUBSCRIPTION_REACTIVATED = 'subscription.reactivated'
   SUBSCRIPTION_DEACTIVATED = 'subscription.deactivated'
diff --git a/spec/listeners/action_cable_listener_spec.rb b/spec/listeners/action_cable_listener_spec.rb
index 4b85f3084..9dffe94a1 100644
--- a/spec/listeners/action_cable_listener_spec.rb
+++ b/spec/listeners/action_cable_listener_spec.rb
@@ -20,9 +20,12 @@ describe ActionCableListener do
     let(:event_name) { :'message.created' }
 
     it 'sends message to account admins, inbox agents and the contact' do
-      expect(ActionCableBroadcastJob).to receive(:perform_later).with([admin.pubsub_token], 'message.created', message.push_event_data)
-      expect(ActionCableBroadcastJob).to receive(:perform_later).with([agent.pubsub_token], 'message.created', message.push_event_data)
-      expect(ActionCableBroadcastJob).to receive(:perform_later).with([conversation.contact.pubsub_token], 'message.created', message.push_event_data)
+      expect(ActionCableBroadcastJob).to receive(:perform_later).with(
+        [agent.pubsub_token, admin.pubsub_token], 'message.created', message.push_event_data
+      )
+      expect(ActionCableBroadcastJob).to receive(:perform_later).with(
+        [conversation.contact.pubsub_token], 'message.created', message.push_event_data
+      )
       listener.message_created(event)
     end
   end