diff --git a/src/modules/chat/components/ChatConversationList.jsx b/src/modules/chat/components/ChatConversationList.jsx
index 914ade2..50515cd 100644
--- a/src/modules/chat/components/ChatConversationList.jsx
+++ b/src/modules/chat/components/ChatConversationList.jsx
@@ -46,6 +46,32 @@ function PresenceDot({ status }) {
   );
 }
 
+function UnreadBadge({ count }) {
+  if (!count) return null;
+
+  return (
+    <span
+      style={{
+        width: 26,
+        height: 26,
+        borderRadius: '50%',
+        background: 'var(--color-secondary)',
+        color: '#fff',
+        fontSize: '0.78rem',
+        fontWeight: 800,
+        display: 'inline-grid',
+        placeItems: 'center',
+        lineHeight: 1,
+        flex: '0 0 auto',
+      }}
+    >
+      {count > 99 ? '99+' : count}
+    </span>
+  );
+}
+
+const CHAT_LIST_HEIGHT = 'min(640px, calc(100vh - 220px))';
+
 export function ChatConversationList({
   contacts,
   activeContactId,
@@ -62,7 +88,9 @@ export function ChatConversationList({
         display: 'grid',
         gridTemplateRows: 'auto minmax(0, 1fr)',
         gap: '0.85rem',
-        height: isMobile ? 'auto' : 'min(760px, calc(100vh - 190px))',
+        height: isMobile ? 'auto' : CHAT_LIST_HEIGHT,
+        maxHeight: isMobile ? 'none' : CHAT_LIST_HEIGHT,
+        alignSelf: 'start',
         minHeight: 0,
       }}
     >
@@ -78,6 +106,8 @@ export function ChatConversationList({
           display: 'grid',
           gap: '0.75rem',
           gridTemplateColumns: isMobile ? '1fr' : '1fr',
+          gridAutoRows: 'max-content',
+          alignContent: 'start',
           overflowY: 'auto',
           minHeight: 0,
           paddingRight: '0.15rem',
@@ -115,27 +145,28 @@ export function ChatConversationList({
               </div>
               <div style={{ display: 'flex', justifyContent: 'space-between', gap: '0.75rem' }}>
                 <ChannelBadge channel={contact.channel} />
-                {contact.unread ? (
-                  <span
-                    style={{
-                      minWidth: 24,
-                      borderRadius: 999,
-                      padding: '0.15rem 0.45rem',
-                      background: 'var(--color-secondary)',
-                      color: '#fff',
-                      fontSize: '0.78rem',
-                      fontWeight: 700,
-                      textAlign: 'center',
-                    }}
-                  >
-                    {contact.unread}
-                  </span>
-                ) : null}
+                <UnreadBadge count={contact.unread} />
               </div>
               <span style={{ color: 'var(--color-text-soft)' }}>{contact.preview}</span>
             </button>
           );
         })}
+
+        {contacts.length === 0 ? (
+          <div
+            style={{
+              border: '1px solid var(--color-border)',
+              borderRadius: '18px',
+              padding: '1rem',
+              background: 'rgba(0, 49, 80, 0.04)',
+              color: 'var(--color-text-soft)',
+              fontWeight: 700,
+              lineHeight: 1.45,
+            }}
+          >
+            Nenhuma conversa ativa na sua fila. Conversas em triagem do Omnino aparecem aqui depois de classificadas.
+          </div>
+        ) : null}
       </div>
     </aside>
   );
diff --git a/src/modules/chat/components/ChatTransferPanel.jsx b/src/modules/chat/components/ChatTransferPanel.jsx
index 2470ada..14eb4df 100644
--- a/src/modules/chat/components/ChatTransferPanel.jsx
+++ b/src/modules/chat/components/ChatTransferPanel.jsx
@@ -4,6 +4,7 @@ export function ChatTransferPanel({
   setTransferArea,
   transferAreas,
   attendants,
+  isSameUserArea = true,
   transferAttendant,
   setTransferAttendant,
   transferNote,
@@ -69,17 +70,30 @@ export function ChatTransferPanel({
 
       <label style={{ display: 'grid', gap: '0.45rem' }}>
         <span style={{ fontWeight: 600 }}>Atendente</span>
-        <select
-          value={transferAttendant}
-          onChange={(event) => setTransferAttendant(event.target.value)}
-          style={fieldStyle}
-        >
-          {attendants.map((attendant) => (
-            <option key={attendant} value={attendant}>
-              {attendant}
-            </option>
-          ))}
-        </select>
+        {isSameUserArea ? (
+          <select
+            value={transferAttendant}
+            onChange={(event) => setTransferAttendant(event.target.value)}
+            style={fieldStyle}
+          >
+            {attendants.map((attendant) => (
+              <option key={attendant.id} value={attendant.id}>
+                {attendant.nome}
+              </option>
+            ))}
+          </select>
+        ) : (
+          <div
+            style={{
+              ...fieldStyle,
+              color: 'var(--color-text-soft)',
+              fontWeight: 700,
+              background: 'rgba(0, 49, 80, 0.04)',
+            }}
+          >
+            Ao transferir para outra area, a conversa caira na fila dessa area.
+          </div>
+        )}
       </label>
 
       <label style={{ display: 'grid', gap: '0.45rem' }}>
diff --git a/src/modules/chat/components/ChatWindow.jsx b/src/modules/chat/components/ChatWindow.jsx
index 08bd8a9..d9245af 100644
--- a/src/modules/chat/components/ChatWindow.jsx
+++ b/src/modules/chat/components/ChatWindow.jsx
@@ -5,6 +5,23 @@ function getMediaUrl(media) {
   return `data:${media.mimetype};base64,${media.data}`;
 }
 
+function parseMessageText(text) {
+  const rawText = String(text || '');
+  const match = rawText.match(/^\*(Atendente(?: virtual)?:\s*[^*]+)\*\s*\n+/i);
+
+  if (!match) {
+    return {
+      senderLabel: null,
+      body: rawText,
+    };
+  }
+
+  return {
+    senderLabel: match[1],
+    body: rawText.slice(match[0].length),
+  };
+}
+
 function MediaRenderer({ message, contactId, onLoadMedia, isAgent }) {
   const mediaUrl = useMemo(() => getMediaUrl(message.media), [message.media]);
   const mimetype = message.media?.mimetype || '';
@@ -180,6 +197,10 @@ function AttachmentPreview({ file, onRemove }) {
 }
 
 function ContactPresence({ contact }) {
+  if (!contact) {
+    return null;
+  }
+
   const status = contact.status || 'offline';
   const color =
     status === 'online'
@@ -226,10 +247,21 @@ export function ChatWindow({
   onLoadMedia,
   onSend,
   onToggleTransfer,
+  onAssumeChat,
+  onReleaseChat,
+  canAssumeChat = false,
+  canReply = true,
+  assignmentLabel,
   isReplying,
   isMobile = false,
 }) {
   const messagesRef = useRef(null);
+  const safeContact = contact || {
+    id: '',
+    name: 'Nenhuma conversa ativa',
+    status: 'offline',
+    lastSeen: 'Aguardando fila do Omnino',
+  };
 
   useEffect(() => {
     const container = messagesRef.current;
@@ -268,8 +300,8 @@ export function ChatWindow({
         }}
       >
         <div>
-          <strong style={{ display: 'block', fontSize: '1.15rem' }}>{contact.name}</strong>
-          <ContactPresence contact={contact} />
+          <strong style={{ display: 'block', fontSize: '1.15rem' }}>{safeContact.name}</strong>
+          <ContactPresence contact={safeContact} />
         </div>
 
         <div
@@ -283,6 +315,7 @@ export function ChatWindow({
           <select
             value={selectedArea}
             onChange={(event) => setSelectedArea(event.target.value)}
+            disabled
             style={{
               border: '1px solid var(--color-border)',
               borderRadius: '14px',
@@ -291,13 +324,47 @@ export function ChatWindow({
               fontWeight: 600,
             }}
           >
+            <option>{selectedArea}</option>
             <option>Suporte</option>
             <option>Financeiro</option>
             <option>Comercial</option>
           </select>
+          {canAssumeChat ? (
+            <button
+              type="button"
+              onClick={onAssumeChat}
+              style={{
+                border: 'none',
+                borderRadius: '14px',
+                padding: '0.8rem 1rem',
+                background: 'linear-gradient(135deg, var(--color-primary), #0b5a86)',
+                color: '#fff',
+                fontWeight: 700,
+              }}
+            >
+              Assumir atendimento
+            </button>
+          ) : null}
+          {canReply ? (
+            <button
+              type="button"
+              onClick={onReleaseChat}
+              style={{
+                border: '1px solid var(--color-border)',
+                borderRadius: '14px',
+                padding: '0.8rem 1rem',
+                background: '#fff',
+                color: 'var(--color-primary)',
+                fontWeight: 700,
+              }}
+            >
+              Sair do atendimento
+            </button>
+          ) : null}
           <button
             type="button"
             onClick={onToggleTransfer}
+            disabled={!canReply}
             style={{
               border: 'none',
               borderRadius: '14px',
@@ -305,6 +372,7 @@ export function ChatWindow({
               background: 'rgba(0, 49, 80, 0.08)',
               color: 'var(--color-primary)',
               fontWeight: 700,
+              opacity: canReply ? 1 : 0.55,
             }}
           >
             Transferir
@@ -328,6 +396,7 @@ export function ChatWindow({
         {messages.map((message) => {
           const isAgent = message.sender === 'agent';
           const isSystem = message.sender === 'system';
+          const parsedText = parseMessageText(message.text);
 
           if (isSystem) {
             return (
@@ -365,11 +434,36 @@ export function ChatWindow({
             >
               <MediaRenderer
                 message={message}
-                contactId={contact.id}
+                contactId={safeContact.id}
                 onLoadMedia={onLoadMedia}
                 isAgent={isAgent}
               />
-              {message.text ? <span>{message.text}</span> : null}
+              {parsedText.senderLabel ? (
+                <strong
+                  style={{
+                    display: 'block',
+                    fontSize: '0.78rem',
+                    lineHeight: 1.2,
+                    letterSpacing: '0.02em',
+                    textTransform: 'uppercase',
+                    color: isAgent ? 'rgba(255,255,255,0.78)' : 'var(--color-primary)',
+                  }}
+                >
+                  {parsedText.senderLabel}
+                </strong>
+              ) : null}
+              {parsedText.body ? (
+                <span
+                  style={{
+                    display: 'block',
+                    whiteSpace: 'pre-wrap',
+                    lineHeight: 1.45,
+                    overflowWrap: 'anywhere',
+                  }}
+                >
+                  {parsedText.body}
+                </span>
+              ) : null}
             </div>
           );
         })}
@@ -415,6 +509,22 @@ export function ChatWindow({
         }}
       >
         <AttachmentPreview file={attachedFile} onRemove={onRemoveAttachedFile} />
+        {!canReply ? (
+          <div
+            style={{
+              border: '1px solid var(--color-border)',
+              borderRadius: 16,
+              padding: '0.8rem 1rem',
+              background: 'rgba(0, 49, 80, 0.04)',
+              color: 'var(--color-text-soft)',
+              fontWeight: 700,
+            }}
+          >
+            {canAssumeChat
+              ? 'Este atendimento esta na fila. Assuma para responder, ou envie uma mensagem para assumir automaticamente.'
+              : assignmentLabel || 'Este atendimento esta atribuido a outro usuario.'}
+          </div>
+        ) : null}
         <div
           style={{
             display: 'grid',
@@ -446,6 +556,7 @@ export function ChatWindow({
                 event.target.value = '';
               }}
               style={{ display: 'none' }}
+              disabled={!safeContact.id}
             />
           </label>
           <input
@@ -457,7 +568,14 @@ export function ChatWindow({
                 onSend();
               }
             }}
-            placeholder="Escreva sua mensagem..."
+            disabled={!safeContact.id || (!canReply && !canAssumeChat)}
+            placeholder={
+              !safeContact.id
+                ? 'Aguardando conversa entrar em uma fila'
+                : canReply || canAssumeChat
+                  ? 'Escreva sua mensagem...'
+                  : 'Atendimento bloqueado para resposta'
+            }
             style={{
               border: '1px solid var(--color-border)',
               borderRadius: '18px',
@@ -465,11 +583,13 @@ export function ChatWindow({
               background: '#fff',
               outline: 'none',
               minWidth: 0,
+              opacity: safeContact.id && (canReply || canAssumeChat) ? 1 : 0.6,
             }}
           />
           <button
             type="button"
             onClick={onSend}
+            disabled={!safeContact.id || (!canReply && !canAssumeChat)}
             style={{
               border: 'none',
               borderRadius: '18px',
@@ -478,6 +598,7 @@ export function ChatWindow({
               color: '#fff',
               fontWeight: 700,
               gridColumn: isMobile ? '1 / -1' : 'auto',
+              opacity: safeContact.id && (canReply || canAssumeChat) ? 1 : 0.6,
             }}
           >
             Enviar
diff --git a/src/modules/chat/hooks/useChat.js b/src/modules/chat/hooks/useChat.js
index e41006c..3a6adb8 100644
--- a/src/modules/chat/hooks/useChat.js
+++ b/src/modules/chat/hooks/useChat.js
@@ -1,11 +1,9 @@
 import { useEffect, useMemo, useRef, useState } from 'react';
 import { useWhatsappSocket } from '../../../shared/hooks/useWhatsappSocket';
 import { API_BASE_URL } from '../../../shared/services/apiConfig';
-import {
-  attendantsByArea,
-  chatContacts,
-  transferAreas,
-} from '../services/chatMocks';
+import { getAccessOptions, getAccessUsers } from '../../management/services/adminAccessService';
+import { getCurrentUser } from '../../auth/services/sessionService';
+import { chatContacts, transferAreas as fallbackTransferAreas } from '../services/chatMocks';
 
 function buildInitialMessages() {
   return chatContacts.reduce((acc, contact) => {
@@ -42,13 +40,15 @@ function normalizeChat(chat) {
   const id = getSerializedId(chat.id);
   const lastActivitySeconds = chat.timestamp ? Math.floor(Date.now() / 1000) - chat.timestamp : null;
   const isRecentlyActive = lastActivitySeconds !== null && lastActivitySeconds < 300;
+  const assignment = chat.assignment || null;
 
   return {
     id,
     name: getContactName(chat),
     channel: 'WhatsApp',
     status: isRecentlyActive ? 'online' : 'away',
-    area: chat.assignment?.area_id ? String(chat.assignment.area_id) : 'Suporte',
+    area: assignment?.area_nome || (assignment?.area_id ? String(assignment.area_id) : 'Sem fila'),
+    areaId: assignment?.area_id || null,
     lastSeen: isRecentlyActive
       ? 'Online agora'
       : chat.timestamp
@@ -57,7 +57,7 @@ function normalizeChat(chat) {
     preview: chat.preview || chat.lastMessage?.body || '',
     time: formatTime(chat.timestamp) || 'Agora',
     unread: chat.unreadCount || 0,
-    assignment: chat.assignment || null,
+    assignment,
   };
 }
 
@@ -77,6 +77,53 @@ function normalizeMessage(message) {
   };
 }
 
+function getComparableMessageTime(message) {
+  if (message.timestamp) return Number(message.timestamp);
+  if (typeof message.id === 'string' && message.id.startsWith('temp-')) {
+    return Math.floor(Number(message.id.replace('temp-', '')) / 1000);
+  }
+  return 0;
+}
+
+function stripSenderHeader(text) {
+  return String(text || '')
+    .replace(/^\*(Atendente(?: virtual)?:\s*[^*]+)\*\s*\n+/i, '')
+    .trim();
+}
+
+function areLikelySameMessage(currentMessage, nextMessage) {
+  if (!currentMessage || !nextMessage) return false;
+  if (currentMessage.id && nextMessage.id && currentMessage.id === nextMessage.id) return true;
+  if (currentMessage.chatId && nextMessage.chatId && currentMessage.chatId !== nextMessage.chatId) return false;
+  if (currentMessage.sender !== nextMessage.sender) return false;
+  if (stripSenderHeader(currentMessage.text) !== stripSenderHeader(nextMessage.text)) return false;
+  if (Boolean(currentMessage.hasMedia) !== Boolean(nextMessage.hasMedia)) return false;
+
+  const currentTime = getComparableMessageTime(currentMessage);
+  const nextTime = getComparableMessageTime(nextMessage);
+  if (!currentTime || !nextTime) return false;
+
+  return Math.abs(currentTime - nextTime) <= 10;
+}
+
+function mergeMessageList(currentMessages, nextMessage) {
+  const exactIndex = currentMessages.findIndex((message) => message.id === nextMessage.id);
+  if (exactIndex >= 0) {
+    return currentMessages.map((message, index) => (index === exactIndex ? { ...message, ...nextMessage } : message));
+  }
+
+  const likelyIndex = currentMessages.findIndex((message) => areLikelySameMessage(message, nextMessage));
+  if (likelyIndex >= 0) {
+    return currentMessages.map((message, index) => (index === likelyIndex ? { ...message, ...nextMessage } : message));
+  }
+
+  return [...currentMessages, nextMessage];
+}
+
+function dedupeMessages(messages) {
+  return messages.reduce((acc, message) => mergeMessageList(acc, message), []);
+}
+
 function fileToBase64(file) {
   return new Promise((resolve, reject) => {
     const reader = new FileReader();
@@ -90,20 +137,43 @@ function fileToBase64(file) {
 }
 
 function buildFallbackContacts() {
-  return chatContacts.map((contact) => ({ ...contact }));
+  return chatContacts.map((contact) => ({ ...contact, assignment: null, areaId: null }));
+}
+
+function getUserId(user) {
+  const value = user?.databaseId || user?.id;
+  const numeric = Number(value);
+  return Number.isFinite(numeric) ? numeric : null;
+}
+
+function getUserAreas(user) {
+  const areas = Array.isArray(user?.areas) ? user.areas : [];
+  if (user?.areaPrincipal && !areas.includes(user.areaPrincipal)) {
+    return [user.areaPrincipal, ...areas];
+  }
+  return areas;
+}
+
+function getUserDisplayName(user) {
+  return user?.name || user?.nome || user?.username || user?.email || 'Atendente';
 }
 
 export function useChat() {
-  const { incomingMessage, clearIncomingMessage } = useWhatsappSocket();
+  const currentUser = getCurrentUser();
+  const currentUserId = getUserId(currentUser);
+  const currentUserAreas = getUserAreas(currentUser);
+  const { status: whatsappStatus, incomingMessage, clearIncomingMessage } = useWhatsappSocket();
   const [contacts, setContacts] = useState(buildFallbackContacts);
   const [activeContactId, setActiveContactId] = useState(chatContacts[0].id);
   const [messagesByContact, setMessagesByContact] = useState(buildInitialMessages);
   const [draft, setDraft] = useState('');
   const [attachedFile, setAttachedFile] = useState(null);
+  const [areaOptions, setAreaOptions] = useState([]);
+  const [accessUsers, setAccessUsers] = useState([]);
   const [selectedArea, setSelectedArea] = useState(chatContacts[0].area);
   const [isTransferOpen, setIsTransferOpen] = useState(false);
-  const [transferArea, setTransferArea] = useState('Suporte');
-  const [transferAttendant, setTransferAttendant] = useState(attendantsByArea.Suporte[0]);
+  const [transferArea, setTransferArea] = useState(currentUser?.areaPrincipal || 'Suporte');
+  const [transferAttendant, setTransferAttendant] = useState('');
   const [transferNote, setTransferNote] = useState('');
   const [isReplying] = useState(false);
   const [isLoadingChats, setIsLoadingChats] = useState(false);
@@ -117,15 +187,36 @@ export function useChat() {
   );
 
   const messages = messagesByContact[activeContactId] || [];
-  const attendants = attendantsByArea[transferArea] || [];
+  const transferAreas = areaOptions.length ? areaOptions.map((area) => area.nome) : fallbackTransferAreas;
+  const selectedTransferArea = areaOptions.find((area) => area.nome === transferArea) || null;
+  const usersInTransferArea = accessUsers.filter((user) =>
+    user.areas?.some((area) => area.nome === transferArea) || user.areaPrincipal?.nome === transferArea,
+  );
+  const isSameUserArea = currentUserAreas.includes(transferArea);
+  const attendants = isSameUserArea ? usersInTransferArea : [];
+  const activeAssignment = activeContact?.assignment || null;
+  const isAssignedToCurrentUser = Boolean(
+    activeAssignment?.user_id && currentUserId && Number(activeAssignment.user_id) === currentUserId,
+  );
+  const isQueuedForUserArea = Boolean(
+    activeAssignment?.status === 'queued' &&
+      (!activeAssignment.area_nome || currentUserAreas.includes(activeAssignment.area_nome)),
+  );
+  const canAssumeChat = Boolean(activeContact?.id?.includes('@') && currentUserId && isQueuedForUserArea);
+  const canReply = Boolean(isAssignedToCurrentUser);
+  const assignmentLabel = activeAssignment?.user_id
+    ? `Atendimento com ${activeAssignment.user_nome || 'outro atendente'}`
+    : activeAssignment?.area_nome
+      ? `Na fila de ${activeAssignment.area_nome}`
+      : 'Sem fila definida';
 
   useEffect(() => {
-    setSelectedArea(activeContact.area);
+    setSelectedArea(activeContact?.area || 'Sem fila');
   }, [activeContact]);
 
   useEffect(() => {
-    setTransferAttendant(attendants[0] || '');
-  }, [transferArea]);
+    setTransferAttendant(attendants[0]?.id ? String(attendants[0].id) : '');
+  }, [transferArea, accessUsers]);
 
   useEffect(() => {
     activeContactRef.current = activeContactId;
@@ -134,34 +225,81 @@ export function useChat() {
   useEffect(() => {
     let isMounted = true;
 
-    async function loadChats() {
-      setIsLoadingChats(true);
+    async function loadAccessData() {
       try {
-        const response = await fetch(`${API_BASE_URL}/whatsapp/chats`);
-        if (!response.ok) throw new Error('Falha ao carregar chats do WhatsApp.');
-        const data = await response.json();
-        if (!isMounted || !Array.isArray(data) || data.length === 0) return;
-
-        const nextContacts = data.map(normalizeChat);
-        setContacts(nextContacts);
-        setActiveContactId((current) =>
-          nextContacts.some((contact) => contact.id === current) ? current : nextContacts[0].id,
-        );
-        setApiError(null);
-      } catch (error) {
-        if (isMounted) setApiError(error.message);
-      } finally {
-        if (isMounted) setIsLoadingChats(false);
+        const [options, users] = await Promise.all([getAccessOptions(), getAccessUsers()]);
+        if (!isMounted) return;
+        setAreaOptions(options.areas || []);
+        setAccessUsers(users || []);
+      } catch {
+        if (isMounted) {
+          setAreaOptions([]);
+          setAccessUsers([]);
+        }
       }
     }
 
-    loadChats();
-    const intervalId = window.setInterval(loadChats, 30000);
+    loadAccessData();
+    return () => {
+      isMounted = false;
+    };
+  }, []);
+
+  function canSeeContact(contact) {
+    if (!currentUserAreas.length) return false;
+    if (!contact.assignment) return false;
+    if (contact.assignment.status === 'bot_triage') return false;
+    if (!contact.assignment.area_nome) return false;
+    if (contact.assignment.user_id && Number(contact.assignment.user_id) === currentUserId) return true;
+    return currentUserAreas.includes(contact.assignment.area_nome);
+  }
+
+  async function loadChats() {
+    if (whatsappStatus !== 'CONNECTED') {
+      const fallbackContacts = buildFallbackContacts();
+      setContacts(fallbackContacts);
+      setActiveContactId((current) =>
+        fallbackContacts.some((contact) => contact.id === current) ? current : fallbackContacts[0]?.id,
+      );
+      setIsLoadingChats(false);
+      return;
+    }
+
+    setIsLoadingChats(true);
+    try {
+      const response = await fetch(`${API_BASE_URL}/whatsapp/chats`);
+      if (!response.ok) throw new Error('Falha ao carregar chats do WhatsApp.');
+      const data = await response.json();
+      if (!Array.isArray(data)) return;
+
+      const nextContacts = data.map(normalizeChat).filter(canSeeContact);
+      setContacts(nextContacts);
+      setActiveContactId((current) =>
+        nextContacts.some((contact) => contact.id === current) ? current : nextContacts[0]?.id || '',
+      );
+      setApiError(null);
+    } catch (error) {
+      setApiError(error.message);
+    } finally {
+      setIsLoadingChats(false);
+    }
+  }
+
+  useEffect(() => {
+    let isMounted = true;
+
+    async function guardedLoadChats() {
+      if (!isMounted) return;
+      await loadChats();
+    }
+
+    guardedLoadChats();
+    const intervalId = window.setInterval(guardedLoadChats, 30000);
     return () => {
       isMounted = false;
       window.clearInterval(intervalId);
     };
-  }, []);
+  }, [currentUserId, currentUserAreas.join('|'), whatsappStatus]);
 
   useEffect(() => {
     if (!activeContactId) return;
@@ -177,10 +315,12 @@ export function useChat() {
         if (!isMounted || !Array.isArray(data)) return;
         setMessagesByContact((current) => ({
           ...current,
-          [activeContactId]: data.map((message) => ({
-            ...normalizeMessage(message),
-            chatId: activeContactId,
-          })),
+          [activeContactId]: dedupeMessages(
+            data.map((message) => ({
+              ...normalizeMessage(message),
+              chatId: activeContactId,
+            })),
+          ),
         }));
         setApiError(null);
       } catch (error) {
@@ -209,24 +349,29 @@ export function useChat() {
 
     setMessagesByContact((current) => {
       const currentMessages = current[contactId] || [];
-      if (currentMessages.some((item) => item.id === message.id)) return current;
+      const nextMessages = mergeMessageList(currentMessages, message);
+      if (nextMessages === currentMessages) return current;
       return {
         ...current,
-        [contactId]: [...currentMessages, message],
+        [contactId]: nextMessages,
       };
     });
 
     setContacts((current) => {
       const existing = current.find((contact) => contact.id === contactId);
+      if (!existing) {
+        return current;
+      }
       const nextContact = {
         ...(existing || {
           id: contactId,
           name: incomingMessage.notifyName || contactId.split('@')[0],
           channel: 'WhatsApp',
           status: 'online',
-          area: 'Suporte',
+          area: 'Sem fila',
           lastSeen: 'Online agora',
           unread: 0,
+          assignment: null,
         }),
         preview,
         time: 'Agora',
@@ -239,18 +384,24 @@ export function useChat() {
     });
 
     clearIncomingMessage();
+    window.setTimeout(loadChats, 1200);
   }, [incomingMessage, clearIncomingMessage]);
 
-  function updateContactPreview(contactId, preview, media) {
+  function updateContact(contactId, updater) {
     setContacts((current) =>
-      current.map((contact) =>
-        contact.id === contactId
-          ? { ...contact, preview: media ? `[Midia: ${media.filename || 'Arquivo'}]` : preview, time: 'Agora', unread: 0 }
-          : contact,
-      ),
+      current.map((contact) => (contact.id === contactId ? updater(contact) : contact)),
     );
   }
 
+  function updateContactPreview(contactId, preview, media) {
+    updateContact(contactId, (contact) => ({
+      ...contact,
+      preview: media ? `[Midia: ${media.filename || 'Arquivo'}]` : preview,
+      time: 'Agora',
+      unread: 0,
+    }));
+  }
+
   async function attachFile(file) {
     if (!file) return;
     const data = await fileToBase64(file);
@@ -299,9 +450,61 @@ export function useChat() {
     }
   }
 
+  async function assumeChat() {
+    if (!activeContactId?.includes('@') || !currentUserId) return null;
+    const areaId = activeContact?.areaId || activeAssignment?.area_id || areaOptions.find((area) => currentUserAreas.includes(area.nome))?.id;
+    const response = await fetch(`${API_BASE_URL}/whatsapp/assign`, {
+      method: 'POST',
+      headers: { 'Content-Type': 'application/json' },
+      body: JSON.stringify({
+        chatId: activeContactId,
+        userId: String(currentUserId),
+        areaId,
+      }),
+    });
+
+    if (!response.ok) throw new Error('Nao foi possivel assumir o atendimento.');
+    const assignment = await response.json();
+    updateContact(activeContactId, (contact) => ({
+      ...contact,
+      assignment,
+      area: assignment.area_nome || contact.area,
+      areaId: assignment.area_id || contact.areaId,
+    }));
+    return assignment;
+  }
+
+  async function releaseChat() {
+    if (!activeContactId?.includes('@')) return;
+    const response = await fetch(`${API_BASE_URL}/whatsapp/release/${encodeURIComponent(activeContactId)}`, {
+      method: 'DELETE',
+    });
+
+    if (!response.ok) throw new Error('Nao foi possivel sair do atendimento.');
+    const assignment = await response.json();
+    updateContact(activeContactId, (contact) => ({
+      ...contact,
+      assignment,
+      area: assignment?.area_nome || contact.area,
+      areaId: assignment?.area_id || contact.areaId,
+    }));
+  }
+
   async function sendMessage() {
     const trimmed = draft.trim();
-    if (!trimmed && !attachedFile) {
+    if (!trimmed && !attachedFile) return;
+
+    try {
+      if (!canReply) {
+        if (canAssumeChat) {
+          await assumeChat();
+        } else {
+          setApiError('Este atendimento esta atribuido a outro usuario.');
+          return;
+        }
+      }
+    } catch (error) {
+      setApiError(error.message);
       return;
     }
 
@@ -317,13 +520,14 @@ export function useChat() {
       chatId: activeContactId,
       sender: 'agent',
       text: trimmed,
+      timestamp: Math.floor(Date.now() / 1000),
       hasMedia: Boolean(media),
       media,
     };
 
     setMessagesByContact((current) => ({
       ...current,
-      [activeContactId]: [...(current[activeContactId] || []), newMessage],
+      [activeContactId]: mergeMessageList(current[activeContactId] || [], newMessage),
     }));
     updateContactPreview(activeContactId, trimmed || '[Midia]', media);
     setDraft('');
@@ -338,6 +542,7 @@ export function useChat() {
         body: JSON.stringify({
           to: activeContactId,
           message: trimmed,
+          senderName: getUserDisplayName(currentUser),
           media,
         }),
       });
@@ -347,11 +552,36 @@ export function useChat() {
     }
   }
 
-  function submitTransfer() {
+  async function submitTransfer() {
     const note = transferNote.trim();
-    const transferMessage = note
-      ? `Transferencia solicitada para ${transferArea} com ${transferAttendant}. Obs: ${note}`
-      : `Transferencia solicitada para ${transferArea} com ${transferAttendant}.`;
+    const areaId = selectedTransferArea?.id;
+
+    if (!areaId) {
+      setApiError('Selecione uma area valida para transferencia.');
+      return;
+    }
+
+    const targetUserId = isSameUserArea && transferAttendant ? Number(transferAttendant) : null;
+    const response = await fetch(`${API_BASE_URL}/whatsapp/transfer`, {
+      method: 'POST',
+      headers: { 'Content-Type': 'application/json' },
+      body: JSON.stringify({
+        chatId: activeContactId,
+        areaId,
+        userId: targetUserId,
+        note,
+      }),
+    });
+
+    if (!response.ok) {
+      setApiError('Nao foi possivel transferir o atendimento.');
+      return;
+    }
+
+    const assignment = await response.json();
+    const transferMessage = targetUserId
+      ? `Transferencia solicitada para ${transferArea}. Obs: ${note || 'Sem observacao.'}`
+      : `Transferencia enviada para a fila de ${transferArea}. Obs: ${note || 'Sem observacao.'}`;
 
     setMessagesByContact((current) => ({
       ...current,
@@ -361,14 +591,16 @@ export function useChat() {
       ],
     }));
 
-    setContacts((current) =>
-      current.map((contact) =>
-        contact.id === activeContactId ? { ...contact, area: transferArea } : contact,
-      ),
-    );
+    updateContact(activeContactId, (contact) => ({
+      ...contact,
+      area: assignment.area_nome || transferArea,
+      areaId: assignment.area_id || areaId,
+      assignment,
+    }));
     setSelectedArea(transferArea);
     setIsTransferOpen(false);
     setTransferNote('');
+    setApiError(null);
   }
 
   return {
@@ -384,6 +616,13 @@ export function useChat() {
     removeAttachedFile,
     sendMessage,
     hydrateMessageMedia,
+    assumeChat,
+    releaseChat,
+    canAssumeChat,
+    canReply,
+    assignmentLabel,
+    isAssignedToCurrentUser,
+    activeAssignment,
     isReplying,
     isLoadingChats,
     isLoadingMessages,
@@ -396,6 +635,7 @@ export function useChat() {
     setTransferArea,
     transferAreas,
     attendants,
+    isSameUserArea,
     transferAttendant,
     setTransferAttendant,
     transferNote,
diff --git a/src/modules/chat/pages/ChatPage.jsx b/src/modules/chat/pages/ChatPage.jsx
index d0f2e2a..556a3a3 100644
--- a/src/modules/chat/pages/ChatPage.jsx
+++ b/src/modules/chat/pages/ChatPage.jsx
@@ -22,6 +22,11 @@ export function ChatPage() {
     removeAttachedFile,
     sendMessage,
     hydrateMessageMedia,
+    assumeChat,
+    releaseChat,
+    canAssumeChat,
+    canReply,
+    assignmentLabel,
     isReplying,
     selectedArea,
     setSelectedArea,
@@ -31,6 +36,7 @@ export function ChatPage() {
     setTransferArea,
     transferAreas,
     attendants,
+    isSameUserArea,
     transferAttendant,
     setTransferAttendant,
     transferNote,
@@ -127,6 +133,11 @@ export function ChatPage() {
               onLoadMedia={hydrateMessageMedia}
               onSend={sendMessage}
               onToggleTransfer={() => setIsTransferOpen((current) => !current)}
+              onAssumeChat={assumeChat}
+              onReleaseChat={releaseChat}
+              canAssumeChat={canAssumeChat}
+              canReply={canReply}
+              assignmentLabel={assignmentLabel}
               isReplying={isReplying}
               isMobile={isMobile}
             />
@@ -166,6 +177,7 @@ export function ChatPage() {
               setTransferArea={setTransferArea}
               transferAreas={transferAreas}
               attendants={attendants}
+              isSameUserArea={isSameUserArea}
               transferAttendant={transferAttendant}
               setTransferAttendant={setTransferAttendant}
               transferNote={transferNote}
@@ -183,6 +195,7 @@ export function ChatPage() {
             setTransferArea={setTransferArea}
             transferAreas={transferAreas}
             attendants={attendants}
+            isSameUserArea={isSameUserArea}
             transferAttendant={transferAttendant}
             setTransferAttendant={setTransferAttendant}
             transferNote={transferNote}
diff --git a/src/modules/home/components/MessagesWorkspace.jsx b/src/modules/home/components/MessagesWorkspace.jsx
index b2b017a..b664036 100644
--- a/src/modules/home/components/MessagesWorkspace.jsx
+++ b/src/modules/home/components/MessagesWorkspace.jsx
@@ -28,6 +28,30 @@ function ChannelBadge({ channel }) {
   );
 }
 
+function UnreadBadge({ count }) {
+  if (!count) return null;
+
+  return (
+    <span
+      style={{
+        width: 26,
+        height: 26,
+        borderRadius: '50%',
+        background: 'var(--color-secondary)',
+        color: '#fff',
+        fontSize: '0.78rem',
+        fontWeight: 800,
+        display: 'inline-grid',
+        placeItems: 'center',
+        lineHeight: 1,
+        flex: '0 0 auto',
+      }}
+    >
+      {count > 99 ? '99+' : count}
+    </span>
+  );
+}
+
 function buildSuggestedReplies(conversation) {
   const lastMessage = conversation?.lastMessage || conversation?.messages?.at(-1)?.text || '';
   const firstName = conversation?.name?.split(' ')?.[0] || 'voce';
@@ -224,22 +248,7 @@ export function MessagesWorkspace({
               </div>
               <div style={{ display: 'flex', justifyContent: 'space-between', gap: '0.75rem' }}>
                 <ChannelBadge channel={conversation.channel} />
-                {conversation.unread ? (
-                  <span
-                    style={{
-                      minWidth: 24,
-                      borderRadius: 999,
-                      padding: '0.15rem 0.45rem',
-                      background: 'var(--color-secondary)',
-                      color: '#fff',
-                      fontSize: '0.78rem',
-                      fontWeight: 700,
-                      textAlign: 'center',
-                    }}
-                  >
-                    {conversation.unread}
-                  </span>
-                ) : null}
+                <UnreadBadge count={conversation.unread} />
               </div>
               <span style={{ color: 'var(--color-text-soft)' }}>{conversation.lastMessage}</span>
             </button>
diff --git a/src/modules/home/services/homeMocks.js b/src/modules/home/services/homeMocks.js
index 6edba4b..8ea45eb 100644
--- a/src/modules/home/services/homeMocks.js
+++ b/src/modules/home/services/homeMocks.js
@@ -1,6 +1,6 @@
 export const sidebarItems = [
   { id: 'scripts', label: 'Scripts e respostas prontas' },
-  { id: 'personal-reports', label: 'Relatorios pessoais' },
+  { id: 'personal-reports', label: 'Relatórios pessoais' },
   { id: 'mass-message', label: 'Disparo em massa' },
   { id: 'knowledge-base', label: 'Base de conhecimento' },
   { id: 'completed', label: 'Finalizados', count: 24 },