diff --git a/app/models/concerns/inbox_agent_availability.rb b/app/models/concerns/inbox_agent_availability.rb
new file mode 100644
index 000000000..d865af689
--- /dev/null
+++ b/app/models/concerns/inbox_agent_availability.rb
@@ -0,0 +1,128 @@
+# frozen_string_literal: true
+
+module InboxAgentAvailability
+  extend ActiveSupport::Concern
+
+  def available_agents(options = {})
+    options = { check_capacity: true }.merge(options)
+
+    # Get online agent IDs
+    online_agent_ids = fetch_online_agent_ids
+    return inbox_members.none if online_agent_ids.empty?
+
+    # Base query - only online agents
+    scope = build_online_agents_scope(online_agent_ids)
+
+    # Apply filters
+    apply_agent_filters(scope, options)
+  end
+
+  def member_ids_with_assignment_capacity
+    return member_ids unless assignment_v2_enabled? && enterprise_capacity_enabled?
+
+    available_agents(check_capacity: true).pluck(:user_id)
+  end
+
+  private
+
+  def build_online_agents_scope(online_agent_ids)
+    inbox_members
+      .joins(:user)
+      .where(users: { id: online_agent_ids })
+      .includes(:user)
+  end
+
+  def apply_agent_filters(scope, options)
+    # Exclude specific users if requested
+    scope = scope.where.not(users: { id: options[:exclude_user_ids] }) if options[:exclude_user_ids].present?
+
+    # Apply capacity filtering for enterprise accounts
+    scope = filter_by_capacity(scope) if options[:check_capacity] && enterprise_capacity_enabled?
+
+    # Apply rate limiting if implemented
+    scope = filter_by_rate_limits(scope) if options[:check_rate_limits] && defined?(AssignmentV2::RateLimiter)
+
+    # Exclude agents who are on leave
+    scope = filter_agents_on_leave(scope) if options[:exclude_on_leave] != false
+
+    scope
+  end
+
+  def fetch_online_agent_ids
+    OnlineStatusTracker.get_available_users(account_id)
+                       .select { |_key, value| value.eql?('online') }
+                       .keys
+                       .map(&:to_i)
+  end
+
+  def enterprise_capacity_enabled?
+    defined?(Enterprise) &&
+      account.custom_attributes&.dig('enterprise_features', 'capacity_management').present?
+  end
+
+  def filter_by_capacity(inbox_members_scope)
+    return inbox_members_scope unless capacity_check_required?
+
+    assignment_counts = fetch_assignment_counts
+
+    inbox_members_scope.select do |inbox_member|
+      agent_has_capacity?(inbox_member, assignment_counts)
+    end
+  end
+
+  def capacity_check_required?
+    defined?(Enterprise::InboxCapacityLimit) &&
+      account.account_users.joins(:agent_capacity_policy).exists?
+  end
+
+  def fetch_assignment_counts
+    conversations
+      .where(status: :open)
+      .where.not(assignee_id: nil)
+      .group(:assignee_id)
+      .count
+  end
+
+  def agent_has_capacity?(inbox_member, assignment_counts)
+    user = inbox_member.user
+    account_user = account.account_users.find_by(user: user)
+
+    return true unless account_user&.agent_capacity_policy_id
+
+    capacity_limit = fetch_capacity_limit(account_user.agent_capacity_policy_id)
+    return true unless capacity_limit&.conversation_limit
+
+    current_count = assignment_counts[user.id] || 0
+    current_count < capacity_limit.conversation_limit
+  end
+
+  def fetch_capacity_limit(policy_id)
+    Enterprise::InboxCapacityLimit
+      .where(agent_capacity_policy_id: policy_id)
+      .find_by(inbox_id: id)
+  end
+
+  def filter_by_rate_limits(inbox_members_scope)
+    # Filter out agents who have exceeded rate limits
+    return inbox_members_scope unless assignment_policy&.enabled?
+
+    inbox_members_scope.select do |inbox_member|
+      rate_limiter = AssignmentV2::RateLimiter.new(inbox: self, user: inbox_member.user)
+      rate_limiter.within_limits?
+    end
+  end
+
+  def filter_agents_on_leave(inbox_members_scope)
+    return inbox_members_scope unless defined?(Enterprise::AgentLeave)
+
+    # Filter out agents who are currently on leave
+    on_leave_user_ids = Enterprise::AgentLeave
+                        .active
+                        .where(account_id: account_id)
+                        .pluck(:user_id)
+
+    return inbox_members_scope if on_leave_user_ids.empty?
+
+    inbox_members_scope.where.not(user_id: on_leave_user_ids)
+  end
+end
diff --git a/app/models/concerns/inbox_channel_types.rb b/app/models/concerns/inbox_channel_types.rb
new file mode 100644
index 000000000..2d7017085
--- /dev/null
+++ b/app/models/concerns/inbox_channel_types.rb
@@ -0,0 +1,54 @@
+# frozen_string_literal: true
+
+module InboxChannelTypes
+  extend ActiveSupport::Concern
+
+  def sms?
+    channel_type == 'Channel::Sms'
+  end
+
+  def facebook?
+    channel_type == 'Channel::FacebookPage'
+  end
+
+  def instagram?
+    (facebook? || instagram_direct?) && channel.instagram_id.present?
+  end
+
+  def instagram_direct?
+    channel_type == 'Channel::Instagram'
+  end
+
+  def web_widget?
+    channel_type == 'Channel::WebWidget'
+  end
+
+  def api?
+    channel_type == 'Channel::Api'
+  end
+
+  def email?
+    channel_type == 'Channel::Email'
+  end
+
+  def twilio?
+    channel_type == 'Channel::TwilioSms'
+  end
+
+  def twitter?
+    channel_type == 'Channel::TwitterProfile'
+  end
+
+  def whatsapp?
+    channel_type == 'Channel::Whatsapp'
+  end
+
+  def inbox_type
+    channel.name
+  end
+
+  def active_bot?
+    agent_bot_inbox&.active? || hooks.where(app_id: %w[dialogflow],
+                                            status: 'enabled').count.positive?
+  end
+end
diff --git a/app/models/concerns/inbox_name_sanitization.rb b/app/models/concerns/inbox_name_sanitization.rb
new file mode 100644
index 000000000..cbf466488
--- /dev/null
+++ b/app/models/concerns/inbox_name_sanitization.rb
@@ -0,0 +1,68 @@
+# frozen_string_literal: true
+
+module InboxNameSanitization
+  extend ActiveSupport::Concern
+
+  included do
+    before_validation :sanitize_name, unless: :new_record?
+    before_save :ensure_name_present
+  end
+
+  # Sanitizes inbox name for balanced email provider compatibility
+  # ALLOWS: /'._- and Unicode letters/numbers/emojis
+  # REMOVES: Forbidden chars (\<>@") + spam-trigger symbols (!#$%&*+=?^`{|}~)
+  def sanitized_name
+    return handle_blank_name if name.blank?
+
+    sanitized = apply_sanitization_rules(name)
+    return sanitized if sanitized.present?
+
+    email? ? (display_name_from_email || '') : ''
+  end
+
+  private
+
+  def handle_blank_name
+    email? ? (display_name_from_email || '') : ''
+  end
+
+  def sanitize_name
+    self.name = apply_sanitization_rules(name) if name.present?
+  end
+
+  def ensure_name_present
+    self.name = default_name_for_blank_name if name.blank?
+    self.name = apply_sanitization_rules(name) if name.present?
+  end
+
+  def default_name_for_blank_name
+    return channel.try(:bot_name) if web_widget?
+
+    readable_name = display_name_from_email if email?
+    readable_name ||= 'Inbox'
+    "#{readable_name} #{SecureRandom.hex(4)}"
+  end
+
+  def apply_sanitization_rules(name)
+    # Remove forbidden characters and spam-trigger symbols
+    # Keep: letters, numbers, spaces, /'._- and Unicode characters (including emojis)
+    sanitized = name.gsub(/[\\<>@"!#$%&*+=?^`{|}~;:]/, '')
+    # Normalize whitespace
+    sanitized = sanitized.gsub(/\s+/, ' ')
+    # Remove leading and trailing non-word characters (but keep Unicode including emojis)
+    # Use negative lookahead to exclude emoji ranges
+    sanitized = sanitized.gsub(%r{\A[^\p{L}\p{N}\p{So}\p{Sc}\s'/_.-]+|[^\p{L}\p{N}\p{So}\p{Sc}\s'/_.-]+\z}, '')
+    sanitized.strip
+  end
+
+  def display_name_from_email
+    email_address = channel.try(:imap_email) || channel.try(:email)
+    return nil unless email_address
+
+    local_part = email_address.split('@').first
+    return nil unless local_part
+
+    # Convert underscores and hyphens to spaces and capitalize each word
+    local_part.gsub(/[_-]/, ' ').split.map(&:capitalize).join(' ')
+  end
+end
diff --git a/app/models/concerns/inbox_webhooks.rb b/app/models/concerns/inbox_webhooks.rb
new file mode 100644
index 000000000..5ce28877c
--- /dev/null
+++ b/app/models/concerns/inbox_webhooks.rb
@@ -0,0 +1,25 @@
+# frozen_string_literal: true
+
+module InboxWebhooks
+  extend ActiveSupport::Concern
+
+  def webhook_data
+    {
+      id: id,
+      name: name
+    }
+  end
+
+  def callback_webhook_url
+    case channel_type
+    when 'Channel::TwilioSms'
+      "#{ENV.fetch('FRONTEND_URL', nil)}/twilio/callback"
+    when 'Channel::Sms'
+      "#{ENV.fetch('FRONTEND_URL', nil)}/webhooks/sms/#{channel.phone_number.delete_prefix('+')}"
+    when 'Channel::Line'
+      "#{ENV.fetch('FRONTEND_URL', nil)}/webhooks/line/#{channel.line_channel_id}"
+    when 'Channel::Whatsapp'
+      "#{ENV.fetch('FRONTEND_URL', nil)}/webhooks/whatsapp/#{channel.phone_number}"
+    end
+  end
+end