diff --git a/convex/liveChat.ts b/convex/liveChat.ts
index 6cc4c20..ae4910f 100644
--- a/convex/liveChat.ts
+++ b/convex/liveChat.ts
@@ -25,20 +25,20 @@ async function validateMachineToken(
     .first()
 
   if (!tokenRecord) {
-    throw new ConvexError("Token de maquina invalido")
+    throw new ConvexError("Token de máquina inválido")
   }
 
   if (tokenRecord.revoked) {
-    throw new ConvexError("Token de maquina revogado")
+    throw new ConvexError("Token de máquina revogado")
   }
 
   if (tokenRecord.expiresAt < Date.now()) {
-    throw new ConvexError("Token de maquina expirado")
+    throw new ConvexError("Token de máquina expirado")
   }
 
   const machine = await ctx.db.get(tokenRecord.machineId)
   if (!machine) {
-    throw new ConvexError("Maquina nao encontrada")
+    throw new ConvexError("Máquina não encontrada")
   }
 
   return { machine, tenantId: tokenRecord.tenantId }
@@ -57,11 +57,11 @@ export const startSession = mutation({
   handler: async (ctx, { ticketId, actorId }) => {
     const ticket = await ctx.db.get(ticketId)
     if (!ticket) {
-      throw new ConvexError("Ticket nao encontrado")
+      throw new ConvexError("Ticket não encontrado")
     }
 
     if (!ticket.machineId) {
-      throw new ConvexError("Este ticket nao esta vinculado a uma maquina")
+      throw new ConvexError("Este ticket não está vinculado a uma máquina")
     }
 
     // Verificar se agente tem permissao
@@ -78,12 +78,12 @@ export const startSession = mutation({
     // Verificar se maquina esta online (heartbeat nos ultimos 5 minutos)
     const machine = await ctx.db.get(ticket.machineId)
     if (!machine) {
-      throw new ConvexError("Maquina nao encontrada")
+      throw new ConvexError("Máquina não encontrada")
     }
 
     const fiveMinutesAgo = Date.now() - 5 * 60 * 1000
     if (!machine.lastHeartbeatAt || machine.lastHeartbeatAt < fiveMinutesAgo) {
-      throw new ConvexError("Maquina offline. A maquina precisa estar online para iniciar o chat.")
+      throw new ConvexError("Máquina offline. A máquina precisa estar online para iniciar o chat.")
     }
 
     // Verificar se ja existe sessao ativa para este ticket
@@ -123,6 +123,19 @@ export const startSession = mutation({
       await ctx.db.patch(ticketId, { chatEnabled: true })
     }
 
+    // Registrar evento na timeline
+    await ctx.db.insert("ticketEvents", {
+      ticketId,
+      type: "LIVE_CHAT_STARTED",
+      payload: {
+        sessionId,
+        agentId: actorId,
+        agentName: agent.name,
+        machineHostname: machine.hostname,
+      },
+      createdAt: now,
+    })
+
     return { sessionId, isNew: true }
   },
 })
@@ -136,7 +149,7 @@ export const endSession = mutation({
   handler: async (ctx, { sessionId, actorId }) => {
     const session = await ctx.db.get(sessionId)
     if (!session) {
-      throw new ConvexError("Sessao nao encontrada")
+      throw new ConvexError("Sessão não encontrada")
     }
 
     // Verificar permissao
@@ -146,12 +159,32 @@ export const endSession = mutation({
     }
 
     if (session.status !== "ACTIVE") {
-      throw new ConvexError("Sessao ja encerrada")
+      throw new ConvexError("Sessão já encerrada")
     }
 
+    const now = Date.now()
+
     await ctx.db.patch(sessionId, {
       status: "ENDED",
-      endedAt: Date.now(),
+      endedAt: now,
+    })
+
+    // Calcular duracao da sessao
+    const durationMs = now - session.startedAt
+
+    // Registrar evento na timeline
+    await ctx.db.insert("ticketEvents", {
+      ticketId: session.ticketId,
+      type: "LIVE_CHAT_ENDED",
+      payload: {
+        sessionId,
+        agentId: actorId,
+        agentName: agent.name,
+        durationMs,
+        startedAt: session.startedAt,
+        endedAt: now,
+      },
+      createdAt: now,
     })
 
     return { ok: true }
@@ -184,11 +217,11 @@ export const postMachineMessage = mutation({
 
     const ticket = await ctx.db.get(args.ticketId)
     if (!ticket || ticket.tenantId !== tenantId) {
-      throw new ConvexError("Ticket nao encontrado")
+      throw new ConvexError("Ticket não encontrado")
     }
 
     if (ticket.machineId?.toString() !== machine._id.toString()) {
-      throw new ConvexError("Esta maquina nao esta vinculada a este ticket")
+      throw new ConvexError("Esta máquina não está vinculada a este ticket")
     }
 
     // Verificar se existe sessao ativa
@@ -199,7 +232,7 @@ export const postMachineMessage = mutation({
       .first()
 
     if (!session) {
-      throw new ConvexError("Nenhuma sessao de chat ativa para este ticket")
+      throw new ConvexError("Nenhuma sessão de chat ativa para este ticket")
     }
 
     // Obter usuario vinculado a maquina (ou usar nome do hostname)
@@ -233,7 +266,7 @@ export const postMachineMessage = mutation({
 
     // Limitar tamanho do body
     if (args.body.length > 4000) {
-      throw new ConvexError("Mensagem muito longa (maximo 4000 caracteres)")
+      throw new ConvexError("Mensagem muito longa (máximo 4000 caracteres)")
     }
 
     // Inserir mensagem
@@ -272,11 +305,11 @@ export const markMachineMessagesRead = mutation({
 
     const ticket = await ctx.db.get(args.ticketId)
     if (!ticket || ticket.tenantId !== tenantId) {
-      throw new ConvexError("Ticket nao encontrado")
+      throw new ConvexError("Ticket não encontrado")
     }
 
     if (ticket.machineId?.toString() !== machine._id.toString()) {
-      throw new ConvexError("Esta maquina nao esta vinculada a este ticket")
+      throw new ConvexError("Esta máquina não está vinculada a este ticket")
     }
 
     // Obter userId para marcar leitura
@@ -367,11 +400,11 @@ export const listMachineMessages = query({
 
     const ticket = await ctx.db.get(args.ticketId)
     if (!ticket || ticket.tenantId !== tenantId) {
-      throw new ConvexError("Ticket nao encontrado")
+      throw new ConvexError("Ticket não encontrado")
     }
 
     if (ticket.machineId?.toString() !== machine._id.toString()) {
-      throw new ConvexError("Esta maquina nao esta vinculada a este ticket")
+      throw new ConvexError("Esta máquina não está vinculada a este ticket")
     }
 
     // Buscar sessao ativa
diff --git a/src/components/admin/devices/admin-devices-overview.tsx b/src/components/admin/devices/admin-devices-overview.tsx
index 8a36ca6..60f8553 100644
--- a/src/components/admin/devices/admin-devices-overview.tsx
+++ b/src/components/admin/devices/admin-devices-overview.tsx
@@ -1237,10 +1237,10 @@ function getStatusVariant(status?: string | null) {
 
 function OsIcon({ osName }: { osName?: string | null }) {
   const name = (osName ?? "").toLowerCase()
-  if (name.includes("mac") || name.includes("darwin") || name.includes("macos")) return <Apple className="size-4 text-black" />
-  if (name.includes("linux")) return <Terminal className="size-4 text-black" />
+  if (name.includes("mac") || name.includes("darwin") || name.includes("macos")) return <Apple className="size-4 text-neutral-500" />
+  if (name.includes("linux")) return <Terminal className="size-4 text-neutral-500" />
   // fallback para Windows/outros como monitor genérico
-  return <Monitor className="size-4 text-black" />
+  return <Monitor className="size-4 text-neutral-500" />
 }
 
 export function AdminDevicesOverview({
@@ -3160,7 +3160,7 @@ export function DeviceDetails({ device }: DeviceDetailsProps) {
         key: "activation",
         label: "Licença",
         value: windowsActivationStatus ? "Ativada" : "Não ativada",
-        icon: windowsActivationStatus ? <ShieldCheck className="size-4 text-emerald-500" /> : <ShieldAlert className="size-4 text-amber-500" />,
+        icon: windowsActivationStatus ? <ShieldCheck className="size-4 text-neutral-500" /> : <ShieldAlert className="size-4 text-amber-500" />,
         tone: windowsActivationStatus ? undefined : "warning",
       })
     }
@@ -4611,7 +4611,7 @@ export function DeviceDetails({ device }: DeviceDetailsProps) {
                 <div>
                   <h4 className="text-sm font-semibold">Inventário</h4>
                   <p className="text-xs text-muted-foreground">
-                    Dados sincronizados via agente ou Fleet.
+                    Informações coletadas automaticamente do dispositivo.
                   </p>
                 </div>
                 <div className="space-y-3 text-sm text-muted-foreground">
@@ -6202,10 +6202,10 @@ function InfoChip({ label, value, icon, tone = "default", onClick, statusBadge }
   const clickableClasses = onClick ? "cursor-pointer hover:ring-2 hover:ring-blue-200 transition-all" : ""
 
   const badgeVariantClasses = {
-    default: "border-slate-200 bg-slate-100 text-slate-600",
-    success: "border-emerald-200 bg-emerald-50 text-emerald-700",
-    warning: "border-amber-200 bg-amber-50 text-amber-700",
-    error: "border-red-200 bg-red-50 text-red-700",
+    default: "border-slate-300 text-slate-500",
+    success: "border-emerald-500 text-emerald-600",
+    warning: "border-amber-500 text-amber-600",
+    error: "border-red-500 text-red-600",
   }
 
   return (
diff --git a/src/components/chat/chat-widget.tsx b/src/components/chat/chat-widget.tsx
index 30818e6..f973276 100644
--- a/src/components/chat/chat-widget.tsx
+++ b/src/components/chat/chat-widget.tsx
@@ -1,18 +1,40 @@
 "use client"
 
-import { useEffect, useRef, useState } from "react"
-import { useMutation, useQuery } from "convex/react"
+import { useCallback, useEffect, useRef, useState } from "react"
+import { useAction, useMutation, useQuery } from "convex/react"
 import type { Id } from "@/convex/_generated/dataModel"
 import { api } from "@/convex/_generated/api"
 import { useAuth } from "@/lib/auth-client"
 import { Button } from "@/components/ui/button"
 import { Spinner } from "@/components/ui/spinner"
+import {
+  Select,
+  SelectContent,
+  SelectItem,
+  SelectTrigger,
+  SelectValue,
+} from "@/components/ui/select"
 import { cn } from "@/lib/utils"
 import { toast } from "sonner"
-import { MessageCircle, Send, X, Minimize2, User, Headphones, ChevronDown } from "lucide-react"
+import {
+  MessageCircle,
+  Send,
+  X,
+  Minimize2,
+  User,
+  Headphones,
+  ChevronDown,
+  WifiOff,
+  PhoneOff,
+  Paperclip,
+  FileText,
+  Image as ImageIcon,
+  Download,
+} from "lucide-react"
 
 const MAX_MESSAGE_LENGTH = 4000
-
+const MAX_ATTACHMENT_SIZE = 5 * 1024 * 1024 // 5MB
+const MAX_ATTACHMENTS = 5
 
 function formatTime(timestamp: number) {
   return new Date(timestamp).toLocaleTimeString("pt-BR", {
@@ -29,6 +51,134 @@ type ChatSession = {
   unreadCount: number
 }
 
+type UploadedFile = {
+  storageId: string
+  name: string
+  size: number
+  type: string
+  previewUrl?: string
+}
+
+type ChatAttachment = {
+  storageId: Id<"_storage">
+  name: string
+  size: number | null
+  type: string | null
+}
+
+type ChatData = {
+  ticketId: string
+  chatEnabled: boolean
+  status: string
+  canPost: boolean
+  reopenDeadline: number | null
+  liveChat?: {
+    hasMachine: boolean
+    machineOnline: boolean
+    machineHostname: string | null
+    activeSession: {
+      sessionId: Id<"liveChatSessions">
+      agentId: Id<"users">
+      agentName: string | null
+      startedAt: number
+      unreadByAgent: number
+    } | null
+  }
+  messages: Array<{
+    id: Id<"ticketChatMessages">
+    body: string
+    createdAt: number
+    updatedAt: number
+    authorId: string
+    authorName: string | null
+    authorEmail: string | null
+    attachments: ChatAttachment[]
+    readBy: Array<{ userId: string; readAt: number }>
+  }>
+}
+
+// Componente de preview de anexo na mensagem
+function MessageAttachment({ attachment }: { attachment: ChatAttachment }) {
+  const getFileUrl = useAction(api.files.getUrl)
+  const [url, setUrl] = useState<string | null>(null)
+  const [loading, setLoading] = useState(true)
+
+  useEffect(() => {
+    let cancelled = false
+    async function loadUrl() {
+      try {
+        const fileUrl = await getFileUrl({ storageId: attachment.storageId })
+        if (!cancelled && fileUrl) {
+          setUrl(fileUrl)
+        }
+      } catch (error) {
+        console.error("Erro ao carregar anexo:", error)
+      } finally {
+        if (!cancelled) setLoading(false)
+      }
+    }
+    loadUrl()
+    return () => { cancelled = true }
+  }, [attachment.storageId, getFileUrl])
+
+  const isImage = attachment.type?.startsWith("image/")
+
+  const handleDownload = async () => {
+    if (!url) return
+    try {
+      const response = await fetch(url)
+      const blob = await response.blob()
+      const downloadUrl = URL.createObjectURL(blob)
+      const a = document.createElement("a")
+      a.href = downloadUrl
+      a.download = attachment.name
+      document.body.appendChild(a)
+      a.click()
+      document.body.removeChild(a)
+      URL.revokeObjectURL(downloadUrl)
+    } catch (error) {
+      toast.error("Erro ao baixar arquivo")
+    }
+  }
+
+  if (loading) {
+    return (
+      <div className="flex size-12 items-center justify-center rounded-lg border border-slate-200 bg-slate-50">
+        <Spinner className="size-4 text-slate-400" />
+      </div>
+    )
+  }
+
+  if (isImage && url) {
+    return (
+      <button
+        onClick={handleDownload}
+        className="group relative overflow-hidden rounded-lg border border-slate-200"
+      >
+        <img
+          src={url}
+          alt={attachment.name}
+          className="size-16 object-cover"
+        />
+        <div className="absolute inset-0 flex items-center justify-center bg-black/50 opacity-0 transition-opacity group-hover:opacity-100">
+          <Download className="size-4 text-white" />
+        </div>
+      </button>
+    )
+  }
+
+  return (
+    <button
+      onClick={handleDownload}
+      className="flex items-center gap-2 rounded-lg border border-slate-200 bg-slate-50 px-2 py-1.5 text-xs hover:bg-slate-100"
+    >
+      <FileText className="size-4 text-slate-500" />
+      <span className="max-w-[80px] truncate text-slate-700">{attachment.name}</span>
+      <Download className="size-3 text-slate-400" />
+    </button>
+  )
+}
+
 export function ChatWidget() {
   const { convexUserId } = useAuth()
   const viewerId = convexUserId ?? null
@@ -38,11 +188,17 @@ export function ChatWidget() {
   const [activeTicketId, setActiveTicketId] = useState<string | null>(null)
   const [draft, setDraft] = useState("")
   const [isSending, setIsSending] = useState(false)
+  const [isEndingChat, setIsEndingChat] = useState(false)
+  const [attachments, setAttachments] = useState<UploadedFile[]>([])
+  const [isUploading, setIsUploading] = useState(false)
+  const [isDragging, setIsDragging] = useState(false)
 
   const messagesEndRef = useRef<HTMLDivElement | null>(null)
   const inputRef = useRef<HTMLTextAreaElement | null>(null)
+  const fileInputRef = useRef<HTMLInputElement | null>(null)
+  const dropAreaRef = useRef<HTMLDivElement | null>(null)
 
-  // Buscar sessoes de chat ativas do agente
+  // Buscar sessões de chat ativas do agente
   const activeSessions = useQuery(
     api.liveChat.listAgentSessions,
     viewerId ? { agentId: viewerId as Id<"users"> } : "skip"
@@ -54,22 +210,27 @@ export function ChatWidget() {
     viewerId && activeTicketId
       ? { ticketId: activeTicketId as Id<"tickets">, viewerId: viewerId as Id<"users"> }
       : "skip"
-  )
+  ) as ChatData | null | undefined
 
   const postChatMessage = useMutation(api.tickets.postChatMessage)
   const markChatRead = useMutation(api.tickets.markChatRead)
+  const endLiveChat = useMutation(api.liveChat.endSession)
+  const generateUploadUrl = useAction(api.files.generateUploadUrl)
 
   const messages = chat?.messages ?? []
   const totalUnread = activeSessions?.reduce((sum, s) => sum + s.unreadCount, 0) ?? 0
+  const liveChat = chat?.liveChat
+  const machineOnline = liveChat?.machineOnline ?? false
+  const machineHostname = liveChat?.machineHostname
 
-  // Auto-selecionar primeira sessao se nenhuma selecionada
+  // Auto-selecionar primeira sessão se nenhuma selecionada
   useEffect(() => {
     if (!activeTicketId && activeSessions && activeSessions.length > 0) {
       setActiveTicketId(activeSessions[0].ticketId)
     }
   }, [activeTicketId, activeSessions])
 
-  // Scroll para ultima mensagem
+  // Scroll para última mensagem
   useEffect(() => {
     if (messagesEndRef.current && isOpen && !isMinimized) {
       messagesEndRef.current.scrollIntoView({ behavior: "smooth" })
@@ -90,29 +251,157 @@ export function ChatWidget() {
     }).catch(console.error)
   }, [viewerId, chat, activeTicketId, isOpen, isMinimized, markChatRead])
 
+  // Upload de arquivos
+  const uploadFiles = useCallback(async (files: File[]) => {
+    const maxFiles = MAX_ATTACHMENTS - attachments.length
+    const validFiles = files
+      .filter(f => f.size <= MAX_ATTACHMENT_SIZE)
+      .slice(0, maxFiles)
+
+    if (validFiles.length < files.length) {
+      toast.error(`Alguns arquivos ignorados (máx. ${MAX_ATTACHMENTS} arquivos, 5MB cada)`)
+    }
+
+    if (validFiles.length === 0) return
+
+    setIsUploading(true)
+    try {
+      for (const file of validFiles) {
+        const uploadUrl = await generateUploadUrl()
+        const response = await fetch(uploadUrl, {
+          method: "POST",
+          headers: { "Content-Type": file.type },
+          body: file,
+        })
+        const { storageId } = await response.json()
+
+        const previewUrl = file.type.startsWith("image/")
+          ? URL.createObjectURL(file)
+          : undefined
+
+        setAttachments(prev => [...prev, {
+          storageId,
+          name: file.name,
+          size: file.size,
+          type: file.type,
+          previewUrl,
+        }])
+      }
+    } catch (error) {
+      console.error("Erro no upload:", error)
+      toast.error("Erro ao enviar arquivo")
+    } finally {
+      setIsUploading(false)
+    }
+  }, [attachments.length, generateUploadUrl])
+
+  const handleFileSelect = async (e: React.ChangeEvent<HTMLInputElement>) => {
+    const files = Array.from(e.target.files ?? [])
+    if (files.length > 0) {
+      await uploadFiles(files)
+    }
+    e.target.value = ""
+  }
+
+  const removeAttachment = (index: number) => {
+    setAttachments(prev => {
+      const removed = prev[index]
+      if (removed?.previewUrl) {
+        URL.revokeObjectURL(removed.previewUrl)
+      }
+      return prev.filter((_, i) => i !== index)
+    })
+  }
+
+  // Drag and drop handlers
+  const handleDragOver = (e: React.DragEvent) => {
+    e.preventDefault()
+    e.stopPropagation()
+    setIsDragging(true)
+  }
+
+  const handleDragLeave = (e: React.DragEvent) => {
+    e.preventDefault()
+    e.stopPropagation()
+    if (!dropAreaRef.current?.contains(e.relatedTarget as Node)) {
+      setIsDragging(false)
+    }
+  }
+
+  const handleDrop = async (e: React.DragEvent) => {
+    e.preventDefault()
+    e.stopPropagation()
+    setIsDragging(false)
+
+    const files = Array.from(e.dataTransfer.files)
+    if (files.length > 0) {
+      await uploadFiles(files)
+    }
+  }
+
   const handleSend = async () => {
-    if (!viewerId || !activeTicketId || !draft.trim()) return
+    if (!viewerId || !activeTicketId) return
+    if (!draft.trim() && attachments.length === 0) return
     if (draft.length > MAX_MESSAGE_LENGTH) {
-      toast.error(`Mensagem muito longa (max. ${MAX_MESSAGE_LENGTH} caracteres).`)
+      toast.error(`Mensagem muito longa (máx. ${MAX_MESSAGE_LENGTH} caracteres).`)
       return
     }
+
     setIsSending(true)
     try {
       await postChatMessage({
         ticketId: activeTicketId as Id<"tickets">,
         actorId: viewerId as Id<"users">,
         body: draft.trim(),
+        attachments: attachments.map(a => ({
+          storageId: a.storageId as unknown as Id<"_storage">,
+          name: a.name,
+          size: a.size,
+          type: a.type,
+        })),
       })
       setDraft("")
+      // Limpar previews
+      attachments.forEach(a => {
+        if (a.previewUrl) URL.revokeObjectURL(a.previewUrl)
+      })
+      setAttachments([])
       inputRef.current?.focus()
     } catch (error) {
       console.error(error)
-      toast.error("Nao foi possivel enviar a mensagem.")
+      toast.error("Não foi possível enviar a mensagem.")
     } finally {
       setIsSending(false)
     }
   }
 
+  const handleEndChat = async () => {
+    if (!viewerId || !liveChat?.activeSession?.sessionId || isEndingChat) return
+    setIsEndingChat(true)
+    toast.dismiss("live-chat")
+    try {
+      await endLiveChat({
+        sessionId: liveChat.activeSession.sessionId,
+        actorId: viewerId as Id<"users">,
+      })
+      toast.success("Chat ao vivo encerrado.", { id: "live-chat" })
+      if (activeSessions && activeSessions.length <= 1) {
+        setIsOpen(false)
+        setActiveTicketId(null)
+      } else {
+        const nextSession = activeSessions?.find((s) => s.ticketId !== activeTicketId)
+        if (nextSession) {
+          setActiveTicketId(nextSession.ticketId)
+        }
+      }
+    } catch (error: unknown) {
+      const message = error instanceof Error ? error.message : "Não foi possível encerrar o chat"
+      toast.error(message, { id: "live-chat" })
+    } finally {
+      setIsEndingChat(false)
+    }
+  }
+
   const handleKeyDown = (e: React.KeyboardEvent) => {
     if (e.key === "Enter" && !e.shiftKey) {
       e.preventDefault()
@@ -120,7 +409,7 @@ export function ChatWidget() {
     }
   }
 
-  // Nao mostrar se nao logado ou sem sessoes
+  // Não mostrar se não logado ou sem sessões
   if (!viewerId) return null
   if (!activeSessions || activeSessions.length === 0) return null
 
@@ -130,51 +419,103 @@ export function ChatWidget() {
     <div className="fixed bottom-4 right-4 z-50 flex flex-col items-end gap-2">
       {/* Widget aberto */}
       {isOpen && !isMinimized && (
-        <div className="flex h-[500px] w-[380px] flex-col overflow-hidden rounded-2xl border border-slate-200 bg-white shadow-2xl">
-          {/* Header */}
-          <div className="flex items-center justify-between border-b border-slate-100 bg-black px-4 py-3 text-white">
+        <div className="flex h-[520px] w-[400px] flex-col overflow-hidden rounded-2xl border border-slate-200 bg-white shadow-2xl">
+          {/* Header - Estilo card da aplicação */}
+          <div className="flex items-center justify-between border-b border-slate-200 bg-white px-4 py-3">
             <div className="flex items-center gap-3">
-              <div className="flex size-8 items-center justify-center rounded-full bg-white/20">
-                <MessageCircle className="size-4" />
+              <div className="flex size-10 items-center justify-center rounded-full bg-black text-white">
+                <MessageCircle className="size-5" />
               </div>
               <div>
-                <p className="text-sm font-semibold">Chat Ativo</p>
+                <div className="flex items-center gap-2">
+                  <p className="text-sm font-semibold text-slate-900">Chat Ativo</p>
+                  {/* Indicador online/offline */}
+                  {liveChat?.hasMachine && (
+                    machineOnline ? (
+                      <span className="flex items-center gap-1.5 text-xs text-emerald-600">
+                        <span className="size-2 rounded-full bg-emerald-500 animate-pulse" />
+                        Online
+                      </span>
+                    ) : (
+                      <span className="flex items-center gap-1.5 text-xs text-slate-400">
+                        <WifiOff className="size-3" />
+                        Offline
+                      </span>
+                    )
+                  )}
+                </div>
                 {activeSession && (
-                  <p className="text-xs text-white/70">#{activeSession.ticketRef}</p>
+                  <p className="text-xs text-slate-500">
+                    #{activeSession.ticketRef}
+                    {machineHostname && ` - ${machineHostname}`}
+                  </p>
                 )}
               </div>
             </div>
             <div className="flex items-center gap-1">
+              {/* Botão encerrar chat */}
+              <Button
+                variant="ghost"
+                size="sm"
+                onClick={handleEndChat}
+                disabled={isEndingChat}
+                className="gap-1.5 text-red-600 hover:bg-red-50 hover:text-red-700"
+              >
+                {isEndingChat ? (
+                  <Spinner className="size-3.5" />
+                ) : (
+                  <PhoneOff className="size-3.5" />
+                )}
+                <span className="hidden sm:inline">Encerrar</span>
+              </Button>
               <button
                 onClick={() => setIsMinimized(true)}
-                className="rounded p-1.5 hover:bg-white/10"
+                className="rounded-md p-1.5 text-slate-500 hover:bg-slate-100"
+                title="Minimizar"
               >
                 <Minimize2 className="size-4" />
               </button>
               <button
                 onClick={() => setIsOpen(false)}
-                className="rounded p-1.5 hover:bg-white/10"
+                className="rounded-md p-1.5 text-slate-500 hover:bg-slate-100"
+                title="Fechar"
               >
                 <X className="size-4" />
               </button>
             </div>
           </div>
 
-          {/* Seletor de sessoes (se mais de uma) */}
+          {/* Seletor de sessões (se mais de uma) */}
           {activeSessions.length > 1 && (
             <div className="border-b border-slate-100 bg-slate-50 px-3 py-2">
-              <select
+              <Select
                 value={activeTicketId ?? ""}
-                onChange={(e) => setActiveTicketId(e.target.value)}
-                className="w-full rounded border border-slate-200 bg-white px-2 py-1 text-sm"
+                onValueChange={setActiveTicketId}
               >
-                {activeSessions.map((session) => (
-                  <option key={session.ticketId} value={session.ticketId}>
-                    #{session.ticketRef} - {session.ticketSubject.slice(0, 30)}
-                    {session.unreadCount > 0 ? ` (${session.unreadCount})` : ""}
-                  </option>
-                ))}
-              </select>
+                <SelectTrigger className="h-8 w-full border-slate-200 bg-white text-sm">
+                  <SelectValue placeholder="Selecione uma conversa" />
+                </SelectTrigger>
+                <SelectContent>
+                  {activeSessions.map((session) => (
+                    <SelectItem key={session.ticketId} value={session.ticketId}>
+                      #{session.ticketRef} - {session.ticketSubject.slice(0, 25)}
+                      {session.unreadCount > 0 && (
+                        <span className="ml-1 text-red-500">({session.unreadCount})</span>
+                      )}
+                    </SelectItem>
+                  ))}
+                </SelectContent>
+              </Select>
+            </div>
+          )}
+
+          {/* Aviso de máquina offline */}
+          {liveChat?.hasMachine && !machineOnline && (
+            <div className="border-b border-amber-200 bg-amber-50 px-3 py-2">
+              <p className="flex items-center gap-2 text-xs text-amber-700">
+                <WifiOff className="size-3" />
+                A máquina está offline. Mensagens serão entregues quando voltar.
+              </p>
             </div>
           )}
 
@@ -211,7 +552,7 @@ export function ChatWidget() {
                       </div>
                       <div
                         className={cn(
-                          "max-w-[70%] rounded-2xl px-3 py-2",
+                          "max-w-[75%] rounded-2xl px-3 py-2",
                           isOwn
                             ? "rounded-br-md bg-black text-white"
                             : "rounded-bl-md border border-slate-100 bg-white text-slate-900 shadow-sm"
@@ -222,7 +563,17 @@ export function ChatWidget() {
                             {msg.authorName ?? "Cliente"}
                           </p>
                         )}
-                        <p className="whitespace-pre-wrap text-sm">{msg.body}</p>
+                        {msg.body && (
+                          <p className="whitespace-pre-wrap text-sm">{msg.body}</p>
+                        )}
+                        {/* Anexos da mensagem */}
+                        {msg.attachments && msg.attachments.length > 0 && (
+                          <div className={cn("mt-2 flex flex-wrap gap-1.5", isOwn && "justify-end")}>
+                            {msg.attachments.map((att, i) => (
+                              <MessageAttachment key={i} attachment={att} />
+                            ))}
+                          </div>
+                        )}
                         <p className={cn("mt-1 text-right text-xs", isOwn ? "text-white/60" : "text-slate-400")}>
                           {formatTime(msg.createdAt)}
                         </p>
@@ -235,8 +586,56 @@ export function ChatWidget() {
             )}
           </div>
 
-          {/* Input */}
-          <div className="border-t border-slate-200 bg-white p-3">
+          {/* Preview de anexos pendentes */}
+          {attachments.length > 0 && (
+            <div className="flex flex-wrap gap-2 border-t border-slate-100 bg-slate-50 p-2">
+              {attachments.map((file, index) => (
+                <div key={index} className="group relative">
+                  {file.type?.startsWith("image/") && file.previewUrl ? (
+                    <img
+                      src={file.previewUrl}
+                      alt={file.name}
+                      className="size-14 rounded-lg border border-slate-200 object-cover"
+                    />
+                  ) : (
+                    <div className="flex size-14 items-center justify-center rounded-lg border border-slate-200 bg-white">
+                      <FileText className="size-5 text-slate-400" />
+                    </div>
+                  )}
+                  <button
+                    onClick={() => removeAttachment(index)}
+                    className="absolute -right-1.5 -top-1.5 flex size-5 items-center justify-center rounded-full bg-red-500 text-white opacity-0 transition-opacity group-hover:opacity-100"
+                  >
+                    <X className="size-3" />
+                  </button>
+                  <p className="mt-0.5 max-w-[56px] truncate text-center text-[10px] text-slate-500">
+                    {file.name}
+                  </p>
+                </div>
+              ))}
+              {isUploading && (
+                <div className="flex size-14 items-center justify-center rounded-lg border border-dashed border-slate-300 bg-slate-50">
+                  <Spinner className="size-5 text-slate-400" />
+                </div>
+              )}
+            </div>
+          )}
+
+          {/* Input com dropzone */}
+          <div
+            ref={dropAreaRef}
+            className="relative border-t border-slate-200 bg-white p-3"
+            onDragOver={handleDragOver}
+            onDragLeave={handleDragLeave}
+            onDrop={handleDrop}
+          >
+            {/* Overlay de drag */}
+            {isDragging && (
+              <div className="absolute inset-0 z-10 flex items-center justify-center rounded-b-2xl border-2 border-dashed border-primary bg-primary/5">
+                <p className="text-sm font-medium text-primary">Solte os arquivos aqui</p>
+              </div>
+            )}
+
             <div className="flex items-end gap-2">
               <textarea
                 ref={inputRef}
@@ -244,20 +643,46 @@ export function ChatWidget() {
                 onChange={(e) => setDraft(e.target.value)}
                 onKeyDown={handleKeyDown}
                 placeholder="Digite sua mensagem..."
-                className="max-h-20 min-h-[36px] flex-1 resize-none rounded-lg border border-slate-200 px-3 py-2 text-sm focus:border-black focus:outline-none focus:ring-1 focus:ring-black"
+                className="max-h-20 min-h-[36px] flex-1 resize-none rounded-lg border border-slate-200 px-3 py-2 text-sm focus:border-slate-400 focus:outline-none focus:ring-1 focus:ring-slate-400"
                 rows={1}
                 disabled={isSending}
               />
+              {/* Botão de anexar */}
+              <Button
+                type="button"
+                variant="ghost"
+                size="icon"
+                className="size-9 text-slate-500 hover:bg-slate-100 hover:text-slate-700"
+                onClick={() => fileInputRef.current?.click()}
+                disabled={attachments.length >= MAX_ATTACHMENTS || isUploading}
+                title="Anexar arquivo"
+              >
+                {isUploading ? (
+                  <Spinner className="size-4" />
+                ) : (
+                  <Paperclip className="size-4" />
+                )}
+              </Button>
+              {/* Botão de enviar */}
               <Button
                 type="button"
                 onClick={handleSend}
-                disabled={!draft.trim() || isSending}
-                className="flex size-9 items-center justify-center rounded-lg bg-black text-white hover:bg-black/90"
+                disabled={(!draft.trim() && attachments.length === 0) || isSending}
+                className="size-9 bg-black text-white hover:bg-black/90"
                 size="icon"
               >
                 {isSending ? <Spinner className="size-4" /> : <Send className="size-4" />}
               </Button>
             </div>
+
+            <input
+              ref={fileInputRef}
+              type="file"
+              multiple
+              className="hidden"
+              onChange={handleFileSelect}
+              accept="image/*,.pdf,.doc,.docx,.xls,.xlsx,.txt,.csv"
+            />
           </div>
         </div>
       )}
@@ -272,6 +697,15 @@ export function ChatWidget() {
           <span className="text-sm font-medium">
             Chat #{activeSession?.ticketRef}
           </span>
+          {/* Indicador online no minimizado */}
+          {liveChat?.hasMachine && (
+            <span
+              className={cn(
+                "size-2 rounded-full",
+                machineOnline ? "bg-emerald-400" : "bg-slate-400"
+              )}
+            />
+          )}
           {totalUnread > 0 && (
             <span className="flex size-5 items-center justify-center rounded-full bg-red-500 text-xs font-bold">
               {totalUnread}
@@ -281,7 +715,7 @@ export function ChatWidget() {
         </button>
       )}
 
-      {/* Botao flutuante */}
+      {/* Botão flutuante */}
       {!isOpen && (
         <button
           onClick={() => {
diff --git a/src/components/tickets/ticket-chat-panel.tsx b/src/components/tickets/ticket-chat-panel.tsx
index 20413d5..10f99d9 100644
--- a/src/components/tickets/ticket-chat-panel.tsx
+++ b/src/components/tickets/ticket-chat-panel.tsx
@@ -133,12 +133,12 @@ export function TicketChatPanel({ ticketId }: TicketChatPanelProps) {
         actorId: viewerId as Id<"users">,
       })
       if (result.isNew) {
-        toast.success("Chat ao vivo iniciado! O cliente sera notificado.", { id: "live-chat" })
+        toast.success("Chat ao vivo iniciado! O cliente será notificado.", { id: "live-chat" })
       } else {
-        toast.info("Ja existe uma sessao de chat ativa.", { id: "live-chat" })
+        toast.info("Já existe uma sessão de chat ativa.", { id: "live-chat" })
       }
     } catch (error: unknown) {
-      const message = error instanceof Error ? error.message : "Nao foi possivel iniciar o chat"
+      const message = error instanceof Error ? error.message : "Não foi possível iniciar o chat"
       toast.error(message, { id: "live-chat" })
     } finally {
       setIsStartingChat(false)
@@ -156,7 +156,7 @@ export function TicketChatPanel({ ticketId }: TicketChatPanelProps) {
       })
       toast.success("Chat ao vivo encerrado.", { id: "live-chat" })
     } catch (error: unknown) {
-      const message = error instanceof Error ? error.message : "Nao foi possivel encerrar o chat"
+      const message = error instanceof Error ? error.message : "Não foi possível encerrar o chat"
       toast.error(message, { id: "live-chat" })
     } finally {
       setIsEndingChat(false)
@@ -180,7 +180,7 @@ export function TicketChatPanel({ ticketId }: TicketChatPanelProps) {
       inputRef.current?.focus()
     } catch (error) {
       console.error(error)
-      toast.error("Nao foi possivel enviar a mensagem.")
+      toast.error("Não foi possível enviar a mensagem.")
     } finally {
       setIsSending(false)
     }
diff --git a/src/components/tickets/ticket-detail-view.tsx b/src/components/tickets/ticket-detail-view.tsx
index c4e0539..8362b7f 100644
--- a/src/components/tickets/ticket-detail-view.tsx
+++ b/src/components/tickets/ticket-detail-view.tsx
@@ -17,7 +17,6 @@ import { TicketDetailsPanel } from "@/components/tickets/ticket-details-panel";
 import { TicketSummaryHeader } from "@/components/tickets/ticket-summary-header";
 import { TicketTimeline } from "@/components/tickets/ticket-timeline";
 import { TicketCsatCard } from "@/components/tickets/ticket-csat-card";
-import { TicketChatPanel } from "@/components/tickets/ticket-chat-panel";
 import { useAuth } from "@/lib/auth-client";
 
 export function TicketDetailView({ id }: { id: string }) {
@@ -108,7 +107,6 @@ export function TicketDetailView({ id }: { id: string }) {
       <div className="grid gap-6 lg:grid-cols-[2fr_1fr]">
         <div className="space-y-6">
           <TicketComments ticket={ticket} />
-          <TicketChatPanel ticketId={ticket.id as string} />
           <TicketTimeline ticket={ticket} />
         </div>
         <TicketDetailsPanel ticket={ticket} />
diff --git a/src/components/tickets/ticket-summary-header.tsx b/src/components/tickets/ticket-summary-header.tsx
index df949fe..5505a97 100644
--- a/src/components/tickets/ticket-summary-header.tsx
+++ b/src/components/tickets/ticket-summary-header.tsx
@@ -20,7 +20,7 @@ import { DeleteTicketDialog } from "@/components/tickets/delete-ticket-dialog"
 import { StatusSelect } from "@/components/tickets/status-select"
 import { CloseTicketDialog, type AdjustWorkSummaryResult } from "@/components/tickets/close-ticket-dialog"
 import { TicketCustomFieldsSection } from "@/components/tickets/ticket-custom-fields"
-import { Calendar as CalendarIcon, CheckCircle2, MonitorSmartphone, RotateCcw } from "lucide-react"
+import { Calendar as CalendarIcon, CheckCircle2, MessageCircle, MonitorSmartphone, RotateCcw, WifiOff } from "lucide-react"
 import { Select, SelectContent, SelectItem, SelectTrigger, SelectValue } from "@/components/ui/select"
 import { Button } from "@/components/ui/button"
 import { Input } from "@/components/ui/input"
@@ -314,6 +314,54 @@ export function TicketSummaryHeader({ ticket }: TicketHeaderProps) {
     | null
     | undefined
 
+  // Live Chat
+  const liveChatSession = useQuery(
+    api.liveChat.getTicketSession,
+    convexUserId && ticket.machineId
+      ? { ticketId: ticket.id as Id<"tickets">, viewerId: convexUserId as Id<"users"> }
+      : "skip"
+  ) as {
+    sessionId: Id<"liveChatSessions">
+    agentId: Id<"users">
+    agentName: string | null
+    startedAt: number
+    lastActivityAt: number
+    unreadByAgent: number
+    machineOnline: boolean
+  } | null | undefined
+
+  const startLiveChat = useMutation(api.liveChat.startSession)
+  const [isStartingChat, setIsStartingChat] = useState(false)
+
+  // Verificar se máquina está online (para tickets com machineId)
+  const hasMachine = Boolean(ticket.machineId)
+  const machineOnline = liveChatSession?.machineOnline ?? false
+  const hasActiveSession = Boolean(liveChatSession?.sessionId)
+  const ticketHasAssignee = Boolean(ticket.assignee)
+  const canStartChat = hasMachine && !hasActiveSession && isStaff && ticketHasAssignee
+
+  const handleStartLiveChat = async () => {
+    if (!convexUserId || !ticket.id || isStartingChat) return
+    setIsStartingChat(true)
+    toast.dismiss("live-chat")
+    try {
+      const result = await startLiveChat({
+        ticketId: ticket.id as Id<"tickets">,
+        actorId: convexUserId as Id<"users">,
+      })
+      if (result.isNew) {
+        toast.success("Chat ao vivo iniciado! O cliente será notificado.", { id: "live-chat" })
+      } else {
+        toast.info("Já existe uma sessão de chat ativa.", { id: "live-chat" })
+      }
+    } catch (error: unknown) {
+      const message = error instanceof Error ? error.message : "Não foi possível iniciar o chat"
+      toast.error(message, { id: "live-chat" })
+    } finally {
+      setIsStartingChat(false)
+    }
+  }
+
   const [assigneeState, setAssigneeState] = useState(ticket.assignee ?? null)
   const [editing, setEditing] = useState(false)
   const [subject, setSubject] = useState(ticket.subject)
@@ -1397,6 +1445,84 @@ export function TicketSummaryHeader({ ticket }: TicketHeaderProps) {
               </TooltipContent>
             </Tooltip>
           ) : null}
+          {hasMachine && !hasActiveSession && isStaff ? (
+            <Tooltip>
+              <TooltipTrigger asChild>
+                <Button
+                  size="icon"
+                  variant="outline"
+                  aria-label="Iniciar chat ao vivo"
+                  className={cn(
+                    "inline-flex items-center justify-center rounded-lg border border-slate-200 bg-white text-neutral-800 hover:bg-slate-50",
+                    (!machineOnline || !ticketHasAssignee) && "cursor-not-allowed opacity-50"
+                  )}
+                  onClick={handleStartLiveChat}
+                  disabled={isStartingChat || !machineOnline || !ticketHasAssignee}
+                >
+                  <span className="relative inline-flex items-center justify-center">
+                    <MessageCircle className="size-5" />
+                    <span className="pointer-events-none absolute -right-0.5 -top-0.5 inline-flex">
+                      <span className="relative inline-flex">
+                        <span
+                          className={cn(
+                            "inline-flex size-2 rounded-full border border-white",
+                            machineOnline ? "bg-green-500" : "bg-slate-400"
+                          )}
+                        />
+                      </span>
+                    </span>
+                  </span>
+                </Button>
+              </TooltipTrigger>
+              <TooltipContent className="max-w-xs space-y-1 rounded-xl border border-slate-200 bg-white px-3 py-2 text-left text-xs text-neutral-900 shadow-lg">
+                <p className="text-sm font-semibold text-neutral-900">Iniciar chat ao vivo</p>
+                <p className="text-xs text-neutral-700">
+                  <span className="font-semibold text-neutral-900">Status:</span>{" "}
+                  {machineOnline ? "Máquina online" : "Máquina offline"}
+                </p>
+                {!ticketHasAssignee && (
+                  <p className="text-xs text-amber-600">
+                    Atribua um responsável ao ticket para iniciar o chat.
+                  </p>
+                )}
+                {ticketHasAssignee && !machineOnline && (
+                  <p className="text-xs text-amber-600">
+                    A máquina precisa estar online para iniciar o chat.
+                  </p>
+                )}
+              </TooltipContent>
+            </Tooltip>
+          ) : hasMachine && hasActiveSession ? (
+            <Tooltip>
+              <TooltipTrigger asChild>
+                <Button
+                  size="icon"
+                  variant="outline"
+                  aria-label="Chat ativo"
+                  className="inline-flex items-center justify-center rounded-lg border border-green-200 bg-green-50 text-green-700 hover:bg-green-100"
+                  onClick={() => {
+                    // Não faz nada - sessão já ativa (widget flutuante mostra)
+                  }}
+                >
+                  <span className="relative inline-flex items-center justify-center">
+                    <MessageCircle className="size-5" />
+                    <span className="pointer-events-none absolute -right-0.5 -top-0.5 inline-flex">
+                      <span className="relative inline-flex">
+                        <span className="absolute left-1/2 top-1/2 size-4 -translate-x-1/2 -translate-y-1/2 rounded-full bg-green-400 animate-ping" />
+                        <span className="inline-flex size-2 rounded-full border border-white bg-green-500" />
+                      </span>
+                    </span>
+                  </span>
+                </Button>
+              </TooltipTrigger>
+              <TooltipContent className="max-w-xs space-y-1 rounded-xl border border-slate-200 bg-white px-3 py-2 text-left text-xs text-neutral-900 shadow-lg">
+                <p className="text-sm font-semibold text-green-700">Chat em andamento</p>
+                <p className="text-xs text-neutral-700">
+                  Use o widget flutuante no canto inferior direito para continuar a conversa.
+                </p>
+              </TooltipContent>
+            </Tooltip>
+          ) : null}
           <DeleteTicketDialog ticketId={ticket.id as Id<"tickets">} />
         </div>
         {status === "RESOLVED" && canReopenTicket && reopenDeadlineLabel ? (
diff --git a/src/components/tickets/ticket-timeline.tsx b/src/components/tickets/ticket-timeline.tsx
index 161f076..211014f 100644
--- a/src/components/tickets/ticket-timeline.tsx
+++ b/src/components/tickets/ticket-timeline.tsx
@@ -6,6 +6,7 @@ import {
   IconCalendar,
   IconClockHour4,
   IconFolders,
+  IconMessage,
   IconNote,
   IconPaperclip,
   IconSquareCheck,
@@ -51,6 +52,8 @@ const timelineIcons: Record<string, ComponentType<{ className?: string }>> = {
   CSAT_RECEIVED: IconStar,
   CSAT_RATED: IconStar,
   TICKET_LINKED: IconLink,
+  LIVE_CHAT_STARTED: IconMessage,
+  LIVE_CHAT_ENDED: IconMessage,
 }
 
 const timelineLabels: Record<string, string> = TICKET_TIMELINE_LABELS
@@ -79,8 +82,13 @@ export function TicketTimeline({ ticket }: TicketTimelineProps) {
 
   const [page, setPage] = useState(1)
 
+  // Tipos de eventos que não devem aparecer na timeline
+  const HIDDEN_EVENT_TYPES = ["CHAT_MESSAGE_ADDED"]
+
   const sortedTimeline = useMemo(
-    () => [...ticket.timeline].sort((a, b) => b.createdAt.getTime() - a.createdAt.getTime()),
+    () => [...ticket.timeline]
+      .filter((event) => !HIDDEN_EVENT_TYPES.includes(event.type))
+      .sort((a, b) => b.createdAt.getTime() - a.createdAt.getTime()),
     [ticket.timeline]
   )
 
@@ -605,6 +613,49 @@ export function TicketTimeline({ ticket }: TicketTimelineProps) {
                       </div>
                     )
                   }
+                  if (entry.type === "LIVE_CHAT_STARTED") {
+                    const agentName = (payload as { agentName?: string }).agentName
+                    const machineHostname = (payload as { machineHostname?: string }).machineHostname
+                    message = (
+                      <div className="space-y-1">
+                        <span className="block text-sm text-neutral-600">
+                          <span className="font-semibold text-neutral-800">Chat ao vivo iniciado</span>
+                          {agentName && (
+                            <>
+                              {" "}por <span className="font-semibold text-neutral-900">{agentName}</span>
+                            </>
+                          )}
+                        </span>
+                        {machineHostname && (
+                          <span className="block text-xs text-neutral-500">
+                            Máquina: {machineHostname}
+                          </span>
+                        )}
+                      </div>
+                    )
+                  }
+                  if (entry.type === "LIVE_CHAT_ENDED") {
+                    const agentName = (payload as { agentName?: string }).agentName
+                    const durationMs = (payload as { durationMs?: number }).durationMs
+                    const durationFormatted = typeof durationMs === "number" ? formatDuration(durationMs) : null
+                    message = (
+                      <div className="space-y-1">
+                        <span className="block text-sm text-neutral-600">
+                          <span className="font-semibold text-neutral-800">Chat ao vivo finalizado</span>
+                          {agentName && (
+                            <>
+                              {" "}por <span className="font-semibold text-neutral-900">{agentName}</span>
+                            </>
+                          )}
+                        </span>
+                        {durationFormatted && (
+                          <span className="block text-xs text-neutral-500">
+                            Duração: {durationFormatted}
+                          </span>
+                        )}
+                      </div>
+                    )
+                  }
                   if (!message) return null
 
                   return (
diff --git a/src/lib/device-inventory-columns.ts b/src/lib/device-inventory-columns.ts
index d03a806..95f620a 100644
--- a/src/lib/device-inventory-columns.ts
+++ b/src/lib/device-inventory-columns.ts
@@ -62,6 +62,9 @@ export const DEVICE_INVENTORY_COLUMN_METADATA: DeviceInventoryColumnMetadata[] =
   { key: "fleetTeam", label: "Equipe Fleet", width: 18, default: true },
   { key: "fleetUpdatedAt", label: "Fleet atualizado em", width: 20, default: true },
   { key: "managementMode", label: "Modo de gestão", width: 20, default: false },
+  { key: "usbPolicy", label: "Política USB", width: 18, default: true },
+  { key: "usbPolicyStatus", label: "Status política USB", width: 18, default: true },
+  { key: "ticketCount", label: "Total de tickets", width: 16, default: true },
 ]
 
 export type DeviceInventoryColumnKey = (typeof DEVICE_INVENTORY_COLUMN_METADATA)[number]["key"]
diff --git a/src/lib/ticket-timeline-labels.ts b/src/lib/ticket-timeline-labels.ts
index 024d846..520c688 100644
--- a/src/lib/ticket-timeline-labels.ts
+++ b/src/lib/ticket-timeline-labels.ts
@@ -22,4 +22,6 @@ export const TICKET_TIMELINE_LABELS: Record<string, string> = {
   TICKET_LINKED: "Chamado vinculado",
   TICKET_REOPENED: "Chamado reaberto",
   CUSTOM_FIELDS_UPDATED: "Campos personalizados atualizados",
+  LIVE_CHAT_STARTED: "Chat iniciado",
+  LIVE_CHAT_ENDED: "Chat finalizado",
 };
diff --git a/src/server/machines/inventory-export.ts b/src/server/machines/inventory-export.ts
index 62cee97..a0acc90 100644
--- a/src/server/machines/inventory-export.ts
+++ b/src/server/machines/inventory-export.ts
@@ -52,6 +52,9 @@ export type MachineInventoryRecord = {
   remoteAccess?: unknown
   linkedUsers?: LinkedUser[]
   customFields?: DeviceCustomField[]
+  usbPolicy?: string | null
+  usbPolicyStatus?: string | null
+  ticketCount?: number | null
 }
 
 type WorkbookOptions = {
@@ -147,6 +150,9 @@ const COLUMN_VALUE_RESOLVERS: Record<string, (machine: MachineInventoryRecord, d
   fleetUpdatedAt: (_machine, derived) =>
     derived.fleetInfo?.updatedAt ? formatDateTime(derived.fleetInfo.updatedAt) : null,
   managementMode: (machine) => describeManagementMode(machine.managementMode),
+  usbPolicy: (machine) => describeUsbPolicy(machine.usbPolicy),
+  usbPolicyStatus: (machine) => describeUsbPolicyStatus(machine.usbPolicyStatus),
+  ticketCount: (machine) => machine.ticketCount ?? 0,
 }
 
 const DEFAULT_COLUMN_CONFIG: DeviceInventoryColumnConfig[] = DEVICE_INVENTORY_COLUMN_METADATA.filter((meta) => meta.default !== false).map(
@@ -336,6 +342,38 @@ function describeManagementMode(mode: string | null | undefined): string {
   }
 }
 
+function describeUsbPolicy(policy: string | null | undefined): string {
+  if (!policy) return "—"
+  const normalized = policy.toUpperCase()
+  switch (normalized) {
+    case "ALLOW":
+      return "Permitido"
+    case "BLOCK_ALL":
+      return "Bloqueado"
+    case "READONLY":
+      return "Somente leitura"
+    default:
+      return policy
+  }
+}
+
+function describeUsbPolicyStatus(status: string | null | undefined): string {
+  if (!status) return "—"
+  const normalized = status.toUpperCase()
+  switch (normalized) {
+    case "PENDING":
+      return "Pendente"
+    case "APPLYING":
+      return "Aplicando"
+    case "APPLIED":
+      return "Aplicado"
+    case "FAILED":
+      return "Falhou"
+    default:
+      return status
+  }
+}
+
 const SOFTWARE_HEADERS = ["Hostname", "Aplicativo", "Versão", "Origem", "Publicador", "Instalado em"] as const
 const SOFTWARE_COLUMN_WIDTHS = [22, 36, 18, 18, 22, 20] as const
 
diff --git a/src/server/pdf/ticket-pdf-template.tsx b/src/server/pdf/ticket-pdf-template.tsx
index 2943099..b1ba290 100644
--- a/src/server/pdf/ticket-pdf-template.tsx
+++ b/src/server/pdf/ticket-pdf-template.tsx
@@ -359,6 +359,22 @@ function buildTimelineMessage(type: string, payload: Record<string, unknown> | n
       return "CSAT recebido"
     case "CSAT_RATED":
       return "CSAT avaliado"
+    case "LIVE_CHAT_STARTED": {
+      const agentName = p.agentName as string | undefined
+      const machineHostname = p.machineHostname as string | undefined
+      const parts: string[] = ["Chat ao vivo iniciado"]
+      if (agentName) parts[0] += ` por ${agentName}`
+      if (machineHostname) parts.push(`Máquina: ${machineHostname}`)
+      return parts.join(" • ")
+    }
+    case "LIVE_CHAT_ENDED": {
+      const agentName = p.agentName as string | undefined
+      const durationMs = p.durationMs as number | undefined
+      const parts: string[] = ["Chat ao vivo finalizado"]
+      if (agentName) parts[0] += ` por ${agentName}`
+      if (durationMs) parts.push(`Duração: ${formatDurationMs(durationMs)}`)
+      return parts.join(" • ")
+    }
     default:
       return null
   }
@@ -397,7 +413,11 @@ function TicketPdfDocument({ ticket, logoDataUrl }: { ticket: TicketWithDetails;
       safeBody: sanitizeToPlainText(comment.body) || "Sem texto",
     })) as Array<TicketComment & { safeBody: string }>
 
+  // Tipos de eventos que não devem aparecer no PDF
+  const HIDDEN_EVENT_TYPES = ["CHAT_MESSAGE_ADDED"]
+
   const timeline = [...ticket.timeline]
+    .filter((event) => !HIDDEN_EVENT_TYPES.includes(event.type))
     .sort((a, b) => a.createdAt.getTime() - b.createdAt.getTime())
     .map((event) => {
       const label = TICKET_TIMELINE_LABELS[event.type] ?? event.type