assignment_v2: add inbox concerns used by Inbox

assignment_v2: keep routes minimal for assignment policy only (revert other feature routes)
assignment_v2: import assignment policy controllers/models/services/job/policy/specs
2025-08-11 09:09:32 +05:30 · 2025-08-11 09:08:01 +05:30 · 2025-08-11 09:06:30 +05:30 · 2025-08-06 15:28:38 +05:30 · 2025-08-06 13:11:22 +05:30 · 2025-08-05 13:55:24 +05:30
69 changed files with 3131 additions and 566 deletions
@@ -0,0 +1,79 @@
+# frozen_string_literal: true
+
+class Api::V1::Accounts::AssignmentPoliciesController < Api::V1::Accounts::BaseController
+  before_action :fetch_assignment_policy, only: [:show, :update, :destroy]
+  before_action :check_authorization
+
+  def index
+    @assignment_policies = Current.account.assignment_policies.includes(:inboxes)
+    render json: { assignment_policies: serialize_assignment_policies(@assignment_policies) }
+  end
+
+  def show
+    render json: { assignment_policy: serialize_assignment_policy(@assignment_policy) }
+  end
+
+  def create
+    @assignment_policy = Current.account.assignment_policies.build(assignment_policy_params)
+
+    if @assignment_policy.save
+      render json: { assignment_policy: serialize_assignment_policy(@assignment_policy) }, status: :created
+    else
+      render json: { errors: @assignment_policy.errors.full_messages }, status: :unprocessable_entity
+    end
+  end
+
+  def update
+    if @assignment_policy.update(assignment_policy_params)
+      render json: { assignment_policy: serialize_assignment_policy(@assignment_policy) }
+    else
+      render json: { errors: @assignment_policy.errors.full_messages }, status: :unprocessable_entity
+    end
+  end
+
+  def destroy
+    if @assignment_policy.destroy
+      head :ok
+    else
+      render json: { errors: @assignment_policy.errors.full_messages }, status: :unprocessable_entity
+    end
+  end
+
+  private
+
+  def fetch_assignment_policy
+    @assignment_policy = Current.account.assignment_policies.find(params[:id])
+  end
+
+  def assignment_policy_params
+    params.require(:assignment_policy).permit(
+      :name, :description, :assignment_order, :conversation_priority,
+      :fair_distribution_limit, :fair_distribution_window, :enabled
+    )
+  end
+
+  def serialize_assignment_policy(policy)
+    {
+      id: policy.id,
+      name: policy.name,
+      description: policy.description,
+      assignment_order: policy.assignment_order,
+      conversation_priority: policy.conversation_priority,
+      fair_distribution_limit: policy.fair_distribution_limit,
+      fair_distribution_window: policy.fair_distribution_window,
+      enabled: policy.enabled,
+      inbox_count: policy.inboxes.count,
+      inboxes: policy.inboxes.map { |inbox| { id: inbox.id, name: inbox.name } },
+      created_at: policy.created_at,
+      updated_at: policy.updated_at
+    }
+  end
+
+  def serialize_assignment_policies(policies)
+    policies.map { |policy| serialize_assignment_policy(policy) }
+  end
+
+  def check_authorization
+    authorize(AssignmentPolicy)
+  end
+end
@@ -0,0 +1,81 @@
+# frozen_string_literal: true
+
+class Api::V1::Accounts::InboxAssignmentPoliciesController < Api::V1::Accounts::BaseController
+  before_action :fetch_inbox
+  before_action :check_authorization
+
+  def show
+    @inbox_assignment_policy = @inbox.inbox_assignment_policy
+
+    if @inbox_assignment_policy
+      render json: {
+        inbox_assignment_policy: serialize_inbox_assignment_policy(@inbox_assignment_policy)
+      }
+    else
+      render json: {
+        inbox_assignment_policy: nil,
+        message: 'No assignment policy assigned to this inbox'
+      }
+    end
+  end
+
+  def create
+    # Remove existing assignment if any
+    @inbox.inbox_assignment_policy&.destroy
+
+    @assignment_policy = Current.account.assignment_policies.find(params[:assignment_policy_id])
+    @inbox_assignment_policy = @inbox.build_inbox_assignment_policy(assignment_policy: @assignment_policy)
+
+    if @inbox_assignment_policy.save
+      render json: {
+        inbox_assignment_policy: serialize_inbox_assignment_policy(@inbox_assignment_policy)
+      }, status: :created
+    else
+      render json: { errors: @inbox_assignment_policy.errors.full_messages }, status: :unprocessable_entity
+    end
+  end
+
+  def destroy
+    @inbox_assignment_policy = @inbox.inbox_assignment_policy
+
+    if @inbox_assignment_policy
+      if @inbox_assignment_policy.destroy
+        head :ok
+      else
+        render json: { errors: @inbox_assignment_policy.errors.full_messages }, status: :unprocessable_entity
+      end
+    else
+      render json: { error: 'No assignment policy found for this inbox' }, status: :not_found
+    end
+  end
+
+  private
+
+  def fetch_inbox
+    @inbox = Current.account.inboxes.find(params[:inbox_id])
+  end
+
+  def check_authorization
+    authorize(@inbox, :update?)
+  end
+
+  def serialize_inbox_assignment_policy(inbox_assignment_policy)
+    {
+      id: inbox_assignment_policy.id,
+      inbox_id: inbox_assignment_policy.inbox_id,
+      assignment_policy_id: inbox_assignment_policy.assignment_policy_id,
+      assignment_policy: {
+        id: inbox_assignment_policy.assignment_policy.id,
+        name: inbox_assignment_policy.assignment_policy.name,
+        description: inbox_assignment_policy.assignment_policy.description,
+        assignment_order: inbox_assignment_policy.assignment_policy.assignment_order,
+        conversation_priority: inbox_assignment_policy.assignment_policy.conversation_priority,
+        fair_distribution_limit: inbox_assignment_policy.assignment_policy.fair_distribution_limit,
+        fair_distribution_window: inbox_assignment_policy.assignment_policy.fair_distribution_window,
+        enabled: inbox_assignment_policy.assignment_policy.enabled
+      },
+      created_at: inbox_assignment_policy.created_at,
+      updated_at: inbox_assignment_policy.updated_at
+    }
+  end
+end
@@ -38,11 +38,13 @@ const handleClose = () => emit('close');

 <template>
  <div
-    class="w-[25rem] z-50 min-w-0 absolute top-10 ltr:right-0 rtl:left-0 bg-n-alpha-3 backdrop-blur-[100px] p-6 rounded-xl border border-n-weak shadow-md flex flex-col gap-6"
+    class="w-[25rem] z-50 min-w-0 absolute top-10 ltr:right-0 rtl:left-0 bg-n-alpha-3 backdrop-blur-[100px] rounded-xl border border-n-weak shadow-md max-h-[80vh] overflow-y-auto"
  >
-    <h3 class="text-base font-medium text-n-slate-12">
-      {{ t(`CAMPAIGN.WHATSAPP.CREATE.TITLE`) }}
-    </h3>
-    <WhatsAppCampaignForm @submit="handleSubmit" @cancel="handleClose" />
+    <div class="p-6 flex flex-col gap-6">
+      <h3 class="text-base font-medium text-n-slate-12 flex-shrink-0">
+        {{ t(`CAMPAIGN.WHATSAPP.CREATE.TITLE`) }}
+      </h3>
+      <WhatsAppCampaignForm @submit="handleSubmit" @cancel="handleClose" />
+    </div>
  </div>
 </template>
@@ -1,9 +1,5 @@
 <script>
-/* eslint no-console: 0 */
-import globalConfigMixin from 'shared/mixins/globalConfigMixin';
-
 export default {
-  mixins: [globalConfigMixin],
  props: {
    items: {
      type: Array,
@@ -19,14 +19,14 @@ export default {
 </script>

 <template>
-  <div
-    class="inbox--name inline-flex items-center py-0.5 px-0 leading-3 whitespace-nowrap bg-none text-n-slate-11 text-xs my-0 mx-2.5"
-  >
+  <div class="flex items-center text-n-slate-11 text-xs min-w-0">
    <fluent-icon
-      class="mr-0.5 rtl:ml-0.5 rtl:mr-0"
+      class="ltr:mr-0.5 rtl:ml-0.5 flex-shrink-0"
      :icon="computedInboxClass"
      size="12"
    />
-    {{ inbox.name }}
+    <span class="truncate">
+      {{ inbox.name }}
+    </span>
  </div>
 </template>
@@ -1,12 +1,12 @@
-<script>
-import { mapGetters } from 'vuex';
+<script setup>
+import { computed, ref } from 'vue';
+import { useRouter } from 'vue-router';
+import { useMapGetter } from 'dashboard/composables/store';
 import { getLastMessage } from 'dashboard/helper/conversationHelper';
+import { frontendURL, conversationUrl } from 'dashboard/helper/URLHelper';
 import Thumbnail from '../Thumbnail.vue';
 import MessagePreview from './MessagePreview.vue';
-import router from '../../../routes';
-import { frontendURL, conversationUrl } from '../../../helper/URLHelper';
 import InboxName from '../InboxName.vue';
-import inboxMixin from 'shared/mixins/inboxMixin';
 import ConversationContextMenu from './contextMenu/Index.vue';
 import TimeAgo from 'dashboard/components/ui/TimeAgo.vue';
 import CardLabels from './conversationCardComponents/CardLabels.vue';
@@ -14,257 +14,224 @@ import PriorityMark from './PriorityMark.vue';
 import SLACardLabel from './components/SLACardLabel.vue';
 import ContextMenu from 'dashboard/components/ui/ContextMenu.vue';

-export default {
-  components: {
-    CardLabels,
-    InboxName,
-    Thumbnail,
-    ConversationContextMenu,
-    TimeAgo,
-    MessagePreview,
-    PriorityMark,
-    SLACardLabel,
-    ContextMenu,
-  },
-  mixins: [inboxMixin],
-  props: {
-    activeLabel: {
-      type: String,
-      default: '',
-    },
-    chat: {
-      type: Object,
-      default: () => {},
-    },
-    hideInboxName: {
-      type: Boolean,
-      default: false,
-    },
-    hideThumbnail: {
-      type: Boolean,
-      default: false,
-    },
-    teamId: {
-      type: [String, Number],
-      default: 0,
-    },
-    foldersId: {
-      type: [String, Number],
-      default: 0,
-    },
-    showAssignee: {
-      type: Boolean,
-      default: false,
-    },
-    conversationType: {
-      type: String,
-      default: '',
-    },
-    selected: {
-      type: Boolean,
-      default: false,
-    },
-    enableContextMenu: {
-      type: Boolean,
-      default: false,
-    },
-    allowedContextMenuOptions: {
-      type: Array,
-      default: () => [],
-    },
-  },
-  emits: [
-    'contextMenuToggle',
-    'assignAgent',
-    'assignLabel',
-    'assignTeam',
-    'markAsUnread',
-    'markAsRead',
-    'assignPriority',
-    'updateConversationStatus',
-    'deleteConversation',
-  ],
-  data() {
-    return {
-      hovered: false,
-      showContextMenu: false,
-      contextMenu: {
-        x: null,
-        y: null,
-      },
-    };
-  },
-  computed: {
-    ...mapGetters({
-      currentChat: 'getSelectedChat',
-      inboxesList: 'inboxes/getInboxes',
-      activeInbox: 'getSelectedInbox',
-      accountId: 'getCurrentAccountId',
-    }),
-    chatMetadata() {
-      return this.chat.meta || {};
-    },
+const props = defineProps({
+  activeLabel: { type: String, default: '' },
+  chat: { type: Object, default: () => ({}) },
+  hideInboxName: { type: Boolean, default: false },
+  hideThumbnail: { type: Boolean, default: false },
+  teamId: { type: [String, Number], default: 0 },
+  foldersId: { type: [String, Number], default: 0 },
+  showAssignee: { type: Boolean, default: false },
+  conversationType: { type: String, default: '' },
+  selected: { type: Boolean, default: false },
+  compact: { type: Boolean, default: false },
+  enableContextMenu: { type: Boolean, default: false },
+  allowedContextMenuOptions: { type: Array, default: () => [] },
+});

-    assignee() {
-      return this.chatMetadata.assignee || {};
-    },
+const emit = defineEmits([
+  'contextMenuToggle',
+  'assignAgent',
+  'assignLabel',
+  'assignTeam',
+  'markAsUnread',
+  'markAsRead',
+  'assignPriority',
+  'updateConversationStatus',
+  'deleteConversation',
+  'selectConversation',
+  'deSelectConversation',
+]);

-    currentContact() {
-      return this.$store.getters['contacts/getContact'](
-        this.chatMetadata.sender.id
-      );
-    },
+const router = useRouter();

-    isActiveChat() {
-      return this.currentChat.id === this.chat.id;
-    },
+const hovered = ref(false);
+const showContextMenu = ref(false);
+const contextMenu = ref({
+  x: null,
+  y: null,
+});

-    unreadCount() {
-      return this.chat.unread_count;
-    },
+const currentChat = useMapGetter('getSelectedChat');
+const inboxesList = useMapGetter('inboxes/getInboxes');
+const activeInbox = useMapGetter('getSelectedInbox');
+const accountId = useMapGetter('getCurrentAccountId');
+const contactById = useMapGetter('contacts/getContact');
+const inboxById = useMapGetter('inboxes/getInbox');

-    hasUnread() {
-      return this.unreadCount > 0;
-    },
+const chatMetadata = computed(() => props.chat.meta || {});

-    isInboxNameVisible() {
-      return !this.activeInbox;
-    },
+const assignee = computed(() => chatMetadata.value.assignee || {});

-    lastMessageInChat() {
-      return getLastMessage(this.chat);
-    },
+const currentContact = computed(() => {
+  return contactById.value(chatMetadata.value.sender.id);
+});

-    inbox() {
-      const { inbox_id: inboxId } = this.chat;
-      const stateInbox = this.$store.getters['inboxes/getInbox'](inboxId);
-      return stateInbox;
-    },
+const isActiveChat = computed(() => {
+  return currentChat.value.id === props.chat.id;
+});

-    showInboxName() {
-      return (
-        !this.hideInboxName &&
-        this.isInboxNameVisible &&
-        this.inboxesList.length > 1
-      );
-    },
-    inboxName() {
-      const stateInbox = this.inbox;
-      return stateInbox.name || '';
-    },
-    hasSlaPolicyId() {
-      return this.chat?.sla_policy_id;
-    },
-    conversationPath() {
-      const { activeInbox, chat } = this;
-      return frontendURL(
-        conversationUrl({
-          accountId: this.accountId,
-          activeInbox,
-          id: chat.id,
-          label: this.activeLabel,
-          teamId: this.teamId,
-          foldersId: this.foldersId,
-          conversationType: this.conversationType,
-        })
-      );
-    },
-  },
-  methods: {
-    onCardClick(e) {
-      const path = this.conversationPath;
-      if (!path) return;
+const unreadCount = computed(() => props.chat.unread_count);

-      // Handle Ctrl/Cmd + Click for new tab
-      if (e.metaKey || e.ctrlKey) {
-        e.preventDefault();
-        window.open(
-          `${window.chatwootConfig.hostURL}${path}`,
-          '_blank',
-          'noopener,noreferrer'
-        );
-        return;
-      }
+const hasUnread = computed(() => unreadCount.value > 0);

-      // Skip if already active
-      if (this.isActiveChat) return;
+const isInboxNameVisible = computed(() => !activeInbox.value);

-      router.push({ path });
-    },
-    onThumbnailHover() {
-      this.hovered = !this.hideThumbnail;
-    },
-    onThumbnailLeave() {
-      this.hovered = false;
-    },
-    onSelectConversation(checked) {
-      const action = checked ? 'selectConversation' : 'deSelectConversation';
-      this.$emit(action, this.chat.id, this.inbox.id);
-    },
-    openContextMenu(e) {
-      if (!this.enableContextMenu) return;
-      e.preventDefault();
-      this.$emit('contextMenuToggle', true);
-      this.contextMenu.x = e.pageX || e.clientX;
-      this.contextMenu.y = e.pageY || e.clientY;
-      this.showContextMenu = true;
-    },
-    closeContextMenu() {
-      this.$emit('contextMenuToggle', false);
-      this.showContextMenu = false;
-      this.contextMenu.x = null;
-      this.contextMenu.y = null;
-    },
-    onUpdateConversation(status, snoozedUntil) {
-      this.closeContextMenu();
-      this.$emit(
-        'updateConversationStatus',
-        this.chat.id,
-        status,
-        snoozedUntil
-      );
-    },
-    async onAssignAgent(agent) {
-      this.$emit('assignAgent', agent, [this.chat.id]);
-      this.closeContextMenu();
-    },
-    async onAssignLabel(label) {
-      this.$emit('assignLabel', [label.title], [this.chat.id]);
-      this.closeContextMenu();
-    },
-    async onAssignTeam(team) {
-      this.$emit('assignTeam', team, this.chat.id);
-      this.closeContextMenu();
-    },
-    async markAsUnread() {
-      this.$emit('markAsUnread', this.chat.id);
-      this.closeContextMenu();
-    },
-    async markAsRead() {
-      this.$emit('markAsRead', this.chat.id);
-      this.closeContextMenu();
-    },
-    async assignPriority(priority) {
-      this.$emit('assignPriority', priority, this.chat.id);
-      this.closeContextMenu();
-    },
-    async deleteConversation() {
-      this.$emit('deleteConversation', this.chat.id);
-      this.closeContextMenu();
-    },
-  },
+const lastMessageInChat = computed(() => getLastMessage(props.chat));
+
+const inbox = computed(() => {
+  const { inbox_id: inboxId } = props.chat;
+  const stateInbox = inboxById.value(inboxId);
+  return stateInbox;
+});
+
+const showInboxName = computed(() => {
+  return (
+    !props.hideInboxName &&
+    isInboxNameVisible.value &&
+    inboxesList.value.length > 1
+  );
+});
+
+const showMetaSection = computed(() => {
+  return (
+    showInboxName.value ||
+    (props.showAssignee && assignee.value.name) ||
+    props.chat.priority
+  );
+});
+
+const hasSlaPolicyId = computed(() => props.chat?.sla_policy_id);
+
+const showLabelsSection = computed(() => {
+  return props.chat.labels?.length > 0 || hasSlaPolicyId.value;
+});
+
+const messagePreviewClass = computed(() => {
+  return [
+    hasUnread.value ? 'font-medium text-n-slate-12' : 'text-n-slate-11',
+    !props.compact && hasUnread.value ? 'ltr:pr-4 rtl:pl-4' : '',
+    props.compact && hasUnread.value ? 'ltr:pr-6 rtl:pl-6' : '',
+  ];
+});
+
+const conversationPath = computed(() => {
+  return frontendURL(
+    conversationUrl({
+      accountId: accountId.value,
+      activeInbox: activeInbox.value,
+      id: props.chat.id,
+      label: props.activeLabel,
+      teamId: props.teamId,
+      conversationType: props.conversationType,
+      foldersId: props.foldersId,
+    })
+  );
+});
+
+const onCardClick = e => {
+  const path = conversationPath.value;
+  if (!path) return;
+
+  // Handle Ctrl/Cmd + Click for new tab
+  if (e.metaKey || e.ctrlKey) {
+    e.preventDefault();
+    window.open(
+      `${window.chatwootConfig.hostURL}${path}`,
+      '_blank',
+      'noopener,noreferrer'
+    );
+    return;
+  }
+
+  // Skip if already active
+  if (isActiveChat.value) return;
+
+  router.push({ path });
+};
+
+const onThumbnailHover = () => {
+  hovered.value = !props.hideThumbnail;
+};
+
+const onThumbnailLeave = () => {
+  hovered.value = false;
+};
+
+const onSelectConversation = checked => {
+  if (checked) {
+    emit('selectConversation', props.chat.id, inbox.value.id);
+  } else {
+    emit('deSelectConversation', props.chat.id, inbox.value.id);
+  }
+};
+
+const openContextMenu = e => {
+  if (!props.enableContextMenu) return;
+  e.preventDefault();
+  emit('contextMenuToggle', true);
+  contextMenu.value.x = e.pageX || e.clientX;
+  contextMenu.value.y = e.pageY || e.clientY;
+  showContextMenu.value = true;
+};
+
+const closeContextMenu = () => {
+  emit('contextMenuToggle', false);
+  showContextMenu.value = false;
+  contextMenu.value.x = null;
+  contextMenu.value.y = null;
+};
+
+const onUpdateConversation = (status, snoozedUntil) => {
+  closeContextMenu();
+  emit('updateConversationStatus', props.chat.id, status, snoozedUntil);
+};
+
+const onAssignAgent = agent => {
+  emit('assignAgent', agent, [props.chat.id]);
+  closeContextMenu();
+};
+
+const onAssignLabel = label => {
+  emit('assignLabel', [label.title], [props.chat.id]);
+  closeContextMenu();
+};
+
+const onAssignTeam = team => {
+  emit('assignTeam', team, props.chat.id);
+  closeContextMenu();
+};
+
+const markAsUnread = () => {
+  emit('markAsUnread', props.chat.id);
+  closeContextMenu();
+};
+
+const markAsRead = () => {
+  emit('markAsRead', props.chat.id);
+  closeContextMenu();
+};
+
+const assignPriority = priority => {
+  emit('assignPriority', priority, props.chat.id);
+  closeContextMenu();
+};
+
+const deleteConversation = () => {
+  emit('deleteConversation', props.chat.id);
+  closeContextMenu();
 };
 </script>

 <template>
  <div
-    class="relative flex items-start flex-grow-0 flex-shrink-0 w-auto max-w-full px-3 py-0 border-t-0 border-b-0 border-l-2 border-r-0 border-transparent border-solid cursor-pointer conversation hover:bg-n-alpha-1 dark:hover:bg-n-alpha-3 group"
+    class="relative flex items-start flex-grow-0 flex-shrink-0 w-auto max-w-full py-0 border-t-0 border-b-0 border-l-0 border-r-0 border-transparent border-solid cursor-pointer conversation hover:bg-n-alpha-1 dark:hover:bg-n-alpha-3 group"
    :class="{
      'active animate-card-select bg-n-alpha-1 dark:bg-n-alpha-3 border-n-weak':
        isActiveChat,
-      'unread-chat': hasUnread,
-      'has-inbox-name': showInboxName,
-      'conversation-selected': selected,
+      'bg-n-slate-2 dark:bg-n-slate-3': selected,
+      'px-0': compact,
+      'px-3': !compact,
    }"
    @click="onCardClick"
    @contextmenu="openContextMenu($event)"
@@ -276,13 +243,14 @@ export default {
    >
      <label
        v-if="hovered || selected"
-        class="checkbox-wrapper absolute inset-0 z-20 backdrop-blur-[2px]"
+        class="flex items-center justify-center rounded-full cursor-pointer absolute inset-0 z-20 backdrop-blur-[2px]"
+        :class="!showInboxName ? 'mt-4' : 'mt-8'"
        @click.stop
      >
        <input
          :value="selected"
          :checked="selected"
-          class="checkbox"
+          class="!m-0 cursor-pointer"
          type="checkbox"
          @change="onSelectConversation($event.target.checked)"
        />
@@ -290,30 +258,42 @@ export default {
      <Thumbnail
        v-if="!hideThumbnail"
        :src="currentContact.thumbnail"
-        :badge="inboxBadge"
        :username="currentContact.name"
        :status="currentContact.availability_status"
        size="32px"
+        :class="!showInboxName ? 'mt-4' : 'mt-8'"
      />
    </div>
    <div
-      class="px-0 py-3 border-b group-hover:border-transparent flex-1 border-n-slate-3 w-[calc(100%-40px)]"
+      class="px-0 py-3 border-b group-hover:border-transparent flex-1 border-n-slate-3 min-w-0"
    >
-      <div class="flex justify-between conversation-card--meta">
-        <InboxName v-if="showInboxName" :inbox="inbox" />
-        <div class="flex gap-2 ml-2 rtl:mr-2 rtl:ml-0">
+      <div
+        v-if="showMetaSection"
+        class="flex items-center min-w-0 gap-1"
+        :class="{
+          'ltr:ml-2 rtl:mr-2': !compact,
+          'mx-2': compact,
+        }"
+      >
+        <InboxName v-if="showInboxName" :inbox="inbox" class="flex-1 min-w-0" />
+        <div
+          class="flex items-center gap-2 flex-shrink-0"
+          :class="{
+            'flex-1 justify-between': !showInboxName,
+          }"
+        >
          <span
            v-if="showAssignee && assignee.name"
-            class="text-n-slate-11 text-xs font-medium leading-3 py-0.5 px-0 inline-flex text-ellipsis overflow-hidden whitespace-nowrap"
+            class="text-n-slate-11 text-xs font-medium leading-3 py-0.5 px-0 inline-flex items-center truncate"
          >
            <fluent-icon icon="person" size="12" class="text-n-slate-11" />
            {{ assignee.name }}
          </span>
-          <PriorityMark :priority="chat.priority" />
+          <PriorityMark :priority="chat.priority" class="flex-shrink-0" />
        </div>
      </div>
      <h4
-        class="conversation--user text-sm my-0 mx-2 capitalize pt-0.5 text-ellipsis overflow-hidden whitespace-nowrap w-[calc(100%-70px)] text-n-slate-12"
+        class="conversation--user text-sm my-0 mx-2 capitalize pt-0.5 text-ellipsis overflow-hidden whitespace-nowrap flex-1 min-w-0 ltr:pr-16 rtl:pl-16 text-n-slate-12"
        :class="hasUnread ? 'font-semibold' : 'font-medium'"
      >
        {{ currentContact.name }}
@@ -321,24 +301,27 @@ export default {
      <MessagePreview
        v-if="lastMessageInChat"
        :message="lastMessageInChat"
-        class="conversation--message my-0 mx-2 leading-6 h-6 max-w-[96%] w-[16.875rem] text-sm"
-        :class="hasUnread ? 'font-medium text-n-slate-12' : 'text-n-slate-11'"
+        class="my-0 mx-2 leading-6 h-6 flex-1 min-w-0 text-sm"
+        :class="messagePreviewClass"
      />
      <p
        v-else
-        class="conversation--message text-n-slate-11 text-sm my-0 mx-2 leading-6 h-6 max-w-[96%] w-[16.875rem] overflow-hidden text-ellipsis whitespace-nowrap"
-        :class="hasUnread ? 'font-medium text-n-slate-12' : 'text-n-slate-11'"
+        class="text-n-slate-11 text-sm my-0 mx-2 leading-6 h-6 flex-1 min-w-0 overflow-hidden text-ellipsis whitespace-nowrap"
+        :class="messagePreviewClass"
      >
        <fluent-icon
          size="16"
          class="-mt-0.5 align-middle inline-block text-n-slate-10"
          icon="info"
        />
-        <span>
+        <span class="mx-0.5">
          {{ $t(`CHAT_LIST.NO_MESSAGES`) }}
        </span>
      </p>
-      <div class="absolute flex flex-col mt-4 ltr:right-4 rtl:left-4 top-4">
+      <div
+        class="absolute flex flex-col ltr:right-3 rtl:left-3"
+        :class="showMetaSection ? 'top-8' : 'top-4'"
+      >
        <span class="ml-auto font-normal leading-4 text-xxs">
          <TimeAgo
            :last-activity-timestamp="chat.timestamp"
@@ -346,12 +329,17 @@ export default {
          />
        </span>
        <span
-          class="unread shadow-lg rounded-full hidden text-xxs font-semibold h-4 leading-4 ltr:ml-auto rtl:mr-auto mt-1 min-w-[1rem] px-1 py-0 text-center text-white bg-n-teal-9"
+          class="shadow-lg rounded-full text-xxs font-semibold h-4 leading-4 ltr:ml-auto rtl:mr-auto mt-1 min-w-[1rem] px-1 py-0 text-center text-white bg-n-teal-9"
+          :class="hasUnread ? 'block' : 'hidden'"
        >
          {{ unreadCount > 9 ? '9+' : unreadCount }}
        </span>
      </div>
-      <CardLabels :conversation-labels="chat.labels" class="mt-0.5 mx-2 mb-0">
+      <CardLabels
+        v-if="showLabelsSection"
+        :conversation-labels="chat.labels"
+        class="mt-0.5 mx-2 mb-0"
+      >
        <template v-if="hasSlaPolicyId" #before>
          <SLACardLabel :chat="chat" class="ltr:mr-1 rtl:ml-1" />
        </template>
@@ -384,55 +372,3 @@ export default {
    </ContextMenu>
  </div>
 </template>
-
-<style lang="scss" scoped>
-.conversation {
-  &.unread-chat {
-    .unread {
-      @apply block;
-    }
-  }
-
-  &.compact {
-    @apply pl-0;
-
-    .conversation-card--meta {
-      @apply ltr:pr-4 rtl:pl-4;
-    }
-
-    .conversation--details {
-      @apply rounded-sm ml-0 pl-5 pr-2;
-    }
-  }
-
-  &::v-deep .user-thumbnail-box {
-    @apply mt-4;
-  }
-
-  &.conversation-selected {
-    @apply bg-n-slate-2 dark:bg-n-slate-3;
-  }
-
-  &.has-inbox-name {
-    &::v-deep .user-thumbnail-box {
-      @apply mt-8;
-    }
-
-    .checkbox-wrapper {
-      @apply mt-8;
-    }
-
-    .conversation--meta {
-      @apply mt-4;
-    }
-  }
-
-  .checkbox-wrapper {
-    @apply flex items-center justify-center rounded-full cursor-pointer mt-4;
-
-    input[type='checkbox'] {
-      @apply m-0 cursor-pointer;
-    }
-  }
-}
-</style>
@@ -263,7 +263,7 @@ export default {

 <style scoped lang="scss">
 .bulk-action__container {
-  @apply p-4 relative border-b border-solid border-n-strong dark:border-n-weak;
+  @apply p-3 relative border-b border-solid border-n-strong dark:border-n-weak;
 }

 .bulk-action__panel {
@@ -3,7 +3,7 @@ import WidgetHead from './WidgetHead.vue';
 import WidgetBody from './WidgetBody.vue';
 import WidgetFooter from './WidgetFooter.vue';
 import InputRadioGroup from 'dashboard/routes/dashboard/settings/inbox/components/InputRadioGroup.vue';
-import globalConfigMixin from 'shared/mixins/globalConfigMixin';
+import { useBranding } from 'shared/composables/useBranding';
 import { mapGetters } from 'vuex';

 export default {
@@ -14,7 +14,6 @@ export default {
    WidgetFooter,
    InputRadioGroup,
  },
-  mixins: [globalConfigMixin],
  props: {
    welcomeHeading: {
      type: String,
@@ -57,6 +56,12 @@ export default {
      default: '',
    },
  },
+  setup() {
+    const { replaceInstallationName } = useBranding();
+    return {
+      replaceInstallationName,
+    };
+  },
  data() {
    return {
      widgetScreens: [
@@ -159,9 +164,8 @@ export default {
            />
            <span>
              {{
-                useInstallationName(
-                  $t('INBOX_MGMT.WIDGET_BUILDER.BRANDING_TEXT'),
-                  globalConfig.installationName
+                replaceInstallationName(
+                  $t('INBOX_MGMT.WIDGET_BUILDER.BRANDING_TEXT')
                )
              }}
            </span>
@@ -61,8 +61,8 @@ export default {
        :hide-inbox-name="false"
        hide-thumbnail
        enable-context-menu
+        compact
        :allowed-context-menu-options="['open-new-tab', 'copy-link']"
-        class="compact"
      />
    </div>
  </div>
@@ -75,12 +75,4 @@ export default {
 .no-label-message {
  @apply text-n-slate-11 mb-4;
 }
-
-::v-deep .conversation {
-  @apply pr-0;
-
-  .conversation--details {
-    @apply pl-2;
-  }
-}
 </style>
@@ -3,14 +3,19 @@ import ChannelItem from 'dashboard/components/widgets/ChannelItem.vue';
 import router from '../../../index';
 import PageHeader from '../SettingsSubPageHeader.vue';
 import { mapGetters } from 'vuex';
-import globalConfigMixin from 'shared/mixins/globalConfigMixin';
+import { useBranding } from 'shared/composables/useBranding';

 export default {
  components: {
    ChannelItem,
    PageHeader,
  },
-  mixins: [globalConfigMixin],
+  setup() {
+    const { replaceInstallationName } = useBranding();
+    return {
+      replaceInstallationName,
+    };
+  },
  data() {
    return {
      enabledFeatures: {},
@@ -69,12 +74,7 @@ export default {
    <PageHeader
      class="max-w-4xl"
      :header-title="$t('INBOX_MGMT.ADD.AUTH.TITLE')"
-      :header-content="
-        useInstallationName(
-          $t('INBOX_MGMT.ADD.AUTH.DESC'),
-          globalConfig.installationName
-        )
-      "
+      :header-content="replaceInstallationName($t('INBOX_MGMT.ADD.AUTH.DESC'))"
    />
    <div
      class="grid max-w-3xl grid-cols-2 mx-0 mt-6 sm:grid-cols-3 lg:grid-cols-4"
@@ -1,9 +1,14 @@
 <script>
 import { mapGetters } from 'vuex';
-import globalConfigMixin from 'shared/mixins/globalConfigMixin';
+import { useBranding } from 'shared/composables/useBranding';

 export default {
-  mixins: [globalConfigMixin],
+  setup() {
+    const { replaceInstallationName } = useBranding();
+    return {
+      replaceInstallationName,
+    };
+  },
  computed: {
    ...mapGetters({
      globalConfig: 'globalConfig/get',
@@ -29,10 +34,7 @@ export default {
    items() {
      return this.createFlowSteps.map(item => ({
        ...item,
-        body: this.useInstallationName(
-          item.body,
-          this.globalConfig.installationName
-        ),
+        body: this.replaceInstallationName(item.body),
      }));
    },
  },
@@ -6,11 +6,11 @@ import { useAlert } from 'dashboard/composables';
 import { useAccount } from 'dashboard/composables/useAccount';
 import { required } from '@vuelidate/validators';
 import LoadingState from 'dashboard/components/widgets/LoadingState.vue';
-import { mapGetters } from 'vuex';
+
 import ChannelApi from '../../../../../api/channels';
 import PageHeader from '../../SettingsSubPageHeader.vue';
 import router from '../../../../index';
-import globalConfigMixin from 'shared/mixins/globalConfigMixin';
+import { useBranding } from 'shared/composables/useBranding';
 import NextButton from 'dashboard/components-next/button/Button.vue';

 import { loadScript } from 'dashboard/helper/DOMHelpers';
@@ -22,11 +22,12 @@ export default {
    PageHeader,
    NextButton,
  },
-  mixins: [globalConfigMixin],
  setup() {
    const { accountId } = useAccount();
+    const { replaceInstallationName } = useBranding();
    return {
      accountId,
+      replaceInstallationName,
      v$: useVuelidate(),
    };
  },
@@ -66,9 +67,6 @@ export default {
    getSelectablePages() {
      return this.pageList.filter(item => !item.exists);
    },
-    ...mapGetters({
-      globalConfig: 'globalConfig/get',
-    }),
  },

  mounted() {
@@ -223,12 +221,7 @@ export default {
        />
      </a>
      <p class="py-6">
-        {{
-          useInstallationName(
-            $t('INBOX_MGMT.ADD.FB.HELP'),
-            globalConfig.installationName
-          )
-        }}
+        {{ replaceInstallationName($t('INBOX_MGMT.ADD.FB.HELP')) }}
      </p>
    </div>
    <div v-else>
@@ -249,10 +242,7 @@ export default {
          <PageHeader
            :header-title="$t('INBOX_MGMT.ADD.DETAILS.TITLE')"
            :header-content="
-              useInstallationName(
-                $t('INBOX_MGMT.ADD.DETAILS.DESC'),
-                globalConfig.installationName
-              )
+              replaceInstallationName($t('INBOX_MGMT.ADD.DETAILS.DESC'))
            "
          />
        </div>
@@ -1,11 +1,9 @@
 <script>
 import { useVuelidate } from '@vuelidate/core';
 import { useAccount } from 'dashboard/composables/useAccount';
-import globalConfigMixin from 'shared/mixins/globalConfigMixin';
 import instagramClient from 'dashboard/api/channel/instagramClient';

 export default {
-  mixins: [globalConfigMixin],
  setup() {
    const { accountId } = useAccount();
    return {
@@ -3,7 +3,6 @@ import { mapGetters } from 'vuex';
 import { useAlert } from 'dashboard/composables';
 import DashboardAppModal from './DashboardAppModal.vue';
 import DashboardAppsRow from './DashboardAppsRow.vue';
-import globalConfigMixin from 'shared/mixins/globalConfigMixin';
 import BaseSettingsHeader from '../../components/BaseSettingsHeader.vue';
 import NextButton from 'dashboard/components-next/button/Button.vue';

@@ -14,7 +13,6 @@ export default {
    DashboardAppsRow,
    NextButton,
  },
-  mixins: [globalConfigMixin],
  data() {
    return {
      loading: {},
@@ -1,12 +1,14 @@
 <script setup>
 import { useStoreGetters, useStore } from 'dashboard/composables/store';
 import { computed, onMounted } from 'vue';
+import { useBranding } from 'shared/composables/useBranding';
 import IntegrationItem from './IntegrationItem.vue';
 import SettingsLayout from '../SettingsLayout.vue';
 import BaseSettingsHeader from '../components/BaseSettingsHeader.vue';

 const store = useStore();
 const getters = useStoreGetters();
+const { replaceInstallationName } = useBranding();

 const uiFlags = getters['integrations/getUIFlags'];

@@ -27,7 +29,9 @@ onMounted(() => {
    <template #header>
      <BaseSettingsHeader
        :title="$t('INTEGRATION_SETTINGS.HEADER')"
-        :description="$t('INTEGRATION_SETTINGS.DESCRIPTION')"
+        :description="
+          replaceInstallationName($t('INTEGRATION_SETTINGS.DESCRIPTION'))
+        "
        :link-text="$t('INTEGRATION_SETTINGS.LEARN_MORE')"
        feature-name="integrations"
      />
@@ -5,7 +5,7 @@ import { useRouter } from 'vue-router';
 import { useI18n } from 'vue-i18n';
 import { frontendURL } from '../../../../helper/URLHelper';
 import { useAlert } from 'dashboard/composables';
-import { useInstallationName } from 'shared/mixins/globalConfigMixin';
+import { useBranding } from 'shared/composables/useBranding';

 import Dialog from 'dashboard/components-next/dialog/Dialog.vue';
 import Button from 'dashboard/components-next/button/Button.vue';
@@ -26,11 +26,11 @@ const props = defineProps({
 const { t } = useI18n();
 const store = useStore();
 const router = useRouter();
+const { replaceInstallationName } = useBranding();

 const dialogRef = ref(null);

 const accountId = computed(() => store.getters.getCurrentAccountId);
-const globalConfig = computed(() => store.getters['globalConfig/get']);

 const openDeletePopup = () => {
  if (dialogRef.value) {
@@ -82,12 +82,7 @@ const confirmDeletion = () => {
          {{ integrationName }}
        </h3>
        <p class="text-n-slate-11 text-sm leading-6">
-          {{
-            useInstallationName(
-              integrationDescription,
-              globalConfig.installationName
-            )
-          }}
+          {{ replaceInstallationName(integrationDescription) }}
        </p>
      </div>
    </div>
@@ -3,7 +3,7 @@ import { computed } from 'vue';
 import { useStoreGetters } from 'dashboard/composables/store';
 import { useI18n } from 'vue-i18n';
 import { frontendURL } from 'dashboard/helper/URLHelper';
-import { useInstallationName } from 'shared/mixins/globalConfigMixin';
+import { useBranding } from 'shared/composables/useBranding';

 import Button from 'dashboard/components-next/button/Button.vue';

@@ -28,9 +28,9 @@ const props = defineProps({

 const getters = useStoreGetters();
 const accountId = getters.getCurrentAccountId;
-const globalConfig = getters['globalConfig/get'];

 const { t } = useI18n();
+const { replaceInstallationName } = useBranding();

 const integrationStatus = computed(() =>
  props.enabled
@@ -80,7 +80,7 @@ const actionURL = computed(() =>
        </router-link>
      </div>
      <p class="text-n-slate-11">
-        {{ useInstallationName(description, globalConfig.installationName) }}
+        {{ replaceInstallationName(description) }}
      </p>
    </div>
  </div>
@@ -1,5 +1,4 @@
 <script>
-import globalConfigMixin from 'shared/mixins/globalConfigMixin';
 import Integration from './Integration.vue';
 import IntegrationHelpText from './IntegrationHelpText.vue';

@@ -8,8 +7,6 @@ export default {
    Integration,
    IntegrationHelpText,
  },
-  mixins: [globalConfigMixin],
-
  props: {
    integrationId: {
      type: [String, Number],
@@ -3,7 +3,7 @@ import { ref, computed } from 'vue';
 import { useStore } from 'vuex';
 import { useI18n } from 'vue-i18n';
 import { useAlert } from 'dashboard/composables';
-import { useInstallationName } from 'shared/mixins/globalConfigMixin';
+import { useBranding } from 'shared/composables/useBranding';
 import { useMessageFormatter } from 'shared/composables/useMessageFormatter';
 import Button from 'dashboard/components-next/button/Button.vue';

@@ -18,6 +18,7 @@ const store = useStore();
 const { t } = useI18n();

 const { formatMessage } = useMessageFormatter();
+const { replaceInstallationName } = useBranding();

 const selectedChannelId = ref('');
 const availableChannels = ref([]);
@@ -29,16 +30,9 @@ const errorDescription = computed(() => {
    ? t('INTEGRATION_SETTINGS.SLACK.SELECT_CHANNEL.DESCRIPTION')
    : t('INTEGRATION_SETTINGS.SLACK.SELECT_CHANNEL.EXPIRED');
 });
-const globalConfig = computed(() => store.getters['globalConfig/get']);

 const formattedErrorMessage = computed(() => {
-  return formatMessage(
-    useInstallationName(
-      errorDescription.value,
-      globalConfig.value.installationName
-    ),
-    false
-  );
+  return formatMessage(replaceInstallationName(errorDescription.value), false);
 });

 const fetchChannels = async () => {
@@ -1,6 +1,7 @@
 <script>
 import { mapGetters } from 'vuex';
 import { useAlert } from 'dashboard/composables';
+import { useBranding } from 'shared/composables/useBranding';
 import NextButton from 'dashboard/components-next/button/Button.vue';
 import NewWebhook from './NewWebHook.vue';
 import EditWebhook from './EditWebHook.vue';
@@ -17,6 +18,10 @@ export default {
    EditWebhook,
    WebhookRow,
  },
+  setup() {
+    const { replaceInstallationName } = useBranding();
+    return { replaceInstallationName };
+  },
  data() {
    return {
      loading: {},
@@ -99,7 +104,7 @@ export default {
      <BaseSettingsHeader
        v-if="integration.name"
        :title="integration.name"
-        :description="integration.description"
+        :description="replaceInstallationName(integration.description)"
        :link-text="$t('INTEGRATION_SETTINGS.WEBHOOK.LEARN_MORE')"
        feature-name="webhook"
        :back-button-label="$t('INTEGRATION_SETTINGS.HEADER')"
@@ -1,21 +1,25 @@
 <script>
 import { useAlert } from 'dashboard/composables';
-import globalConfigMixin from 'shared/mixins/globalConfigMixin';
+import { useBranding } from 'shared/composables/useBranding';
 import { mapGetters } from 'vuex';
 import WebhookForm from './WebhookForm.vue';

 export default {
  components: { WebhookForm },
-  mixins: [globalConfigMixin],
  props: {
    onClose: {
      type: Function,
      required: true,
    },
  },
+  setup() {
+    const { replaceInstallationName } = useBranding();
+    return {
+      replaceInstallationName,
+    };
+  },
  computed: {
    ...mapGetters({
-      globalConfig: 'globalConfig/get',
      uiFlags: 'webhooks/getUIFlags',
    }),
  },
@@ -43,10 +47,7 @@ export default {
    <woot-modal-header
      :header-title="$t('INTEGRATION_SETTINGS.WEBHOOK.ADD.TITLE')"
      :header-content="
-        useInstallationName(
-          $t('INTEGRATION_SETTINGS.WEBHOOK.FORM.DESC'),
-          globalConfig.installationName
-        )
+        replaceInstallationName($t('INTEGRATION_SETTINGS.WEBHOOK.FORM.DESC'))
      "
    />
    <WebhookForm
@@ -3,10 +3,10 @@ import { mapGetters } from 'vuex';
 import { useAlert } from 'dashboard/composables';
 import { useUISettings } from 'dashboard/composables/useUISettings';
 import { useFontSize } from 'dashboard/composables/useFontSize';
+import { useBranding } from 'shared/composables/useBranding';
 import { clearCookiesOnLogout } from 'dashboard/store/utils/api.js';
 import { copyTextToClipboard } from 'shared/helpers/clipboard';
 import { parseAPIErrorResponse } from 'dashboard/store/utils/api';
-import globalConfigMixin from 'shared/mixins/globalConfigMixin';
 import UserProfilePicture from './UserProfilePicture.vue';
 import UserBasicDetails from './UserBasicDetails.vue';
 import MessageSignature from './MessageSignature.vue';
@@ -37,16 +37,17 @@ export default {
    AudioNotifications,
    AccessToken,
  },
-  mixins: [globalConfigMixin],
  setup() {
    const { isEditorHotKeyEnabled, updateUISettings } = useUISettings();
    const { currentFontSize, updateFontSize } = useFontSize();
+    const { replaceInstallationName } = useBranding();

    return {
      currentFontSize,
      updateFontSize,
      isEditorHotKeyEnabled,
      updateUISettings,
+      replaceInstallationName,
    };
  },
  data() {
@@ -215,7 +216,11 @@ export default {
    </div>
    <FormSection
      :title="$t('PROFILE_SETTINGS.FORM.INTERFACE_SECTION.TITLE')"
-      :description="$t('PROFILE_SETTINGS.FORM.INTERFACE_SECTION.NOTE')"
+      :description="
+        replaceInstallationName(
+          $t('PROFILE_SETTINGS.FORM.INTERFACE_SECTION.NOTE')
+        )
+      "
    >
      <FontSize
        :value="currentFontSize"
@@ -288,10 +293,7 @@ export default {
    <FormSection
      :title="$t('PROFILE_SETTINGS.FORM.ACCESS_TOKEN.TITLE')"
      :description="
-        useInstallationName(
-          $t('PROFILE_SETTINGS.FORM.ACCESS_TOKEN.NOTE'),
-          globalConfig.installationName
-        )
+        replaceInstallationName($t('PROFILE_SETTINGS.FORM.ACCESS_TOKEN.NOTE'))
      "
    >
      <AccessToken
@@ -1,5 +1,5 @@
 <script>
-import globalConfigMixin from 'shared/mixins/globalConfigMixin';
+import { useBranding } from 'shared/composables/useBranding';

 const {
  LOGO_THUMBNAIL: logoThumbnail,
@@ -8,13 +8,18 @@ const {
 } = window.globalConfig || {};

 export default {
-  mixins: [globalConfigMixin],
  props: {
    disableBranding: {
      type: Boolean,
      default: false,
    },
  },
+  setup() {
+    const { replaceInstallationName } = useBranding();
+    return {
+      replaceInstallationName,
+    };
+  },
  data() {
    return {
      globalConfig: {
@@ -61,7 +66,7 @@ export default {
        :src="globalConfig.logoThumbnail"
      />
      <span>
-        {{ useInstallationName($t('POWERED_BY'), globalConfig.brandName) }}
+        {{ replaceInstallationName($t('POWERED_BY')) }}
      </span>
    </a>
  </div>
@@ -0,0 +1,96 @@
+import { useBranding } from '../useBranding';
+import { useMapGetter } from 'dashboard/composables/store.js';
+
+// Mock the store composable
+vi.mock('dashboard/composables/store.js', () => ({
+  useMapGetter: vi.fn(),
+}));
+
+describe('useBranding', () => {
+  let mockGlobalConfig;
+
+  beforeEach(() => {
+    mockGlobalConfig = {
+      value: {
+        installationName: 'MyCompany',
+      },
+    };
+
+    useMapGetter.mockReturnValue(mockGlobalConfig);
+  });
+
+  afterEach(() => {
+    vi.clearAllMocks();
+  });
+
+  describe('replaceInstallationName', () => {
+    it('should replace "Chatwoot" with installation name when both text and installation name are provided', () => {
+      const { replaceInstallationName } = useBranding();
+      const result = replaceInstallationName('Welcome to Chatwoot');
+
+      expect(result).toBe('Welcome to MyCompany');
+    });
+
+    it('should replace multiple occurrences of "Chatwoot"', () => {
+      const { replaceInstallationName } = useBranding();
+      const result = replaceInstallationName(
+        'Chatwoot is great! Use Chatwoot today.'
+      );
+
+      expect(result).toBe('MyCompany is great! Use MyCompany today.');
+    });
+
+    it('should return original text when installation name is not provided', () => {
+      mockGlobalConfig.value = {};
+
+      const { replaceInstallationName } = useBranding();
+      const result = replaceInstallationName('Welcome to Chatwoot');
+
+      expect(result).toBe('Welcome to Chatwoot');
+    });
+
+    it('should return original text when globalConfig is not available', () => {
+      mockGlobalConfig.value = undefined;
+
+      const { replaceInstallationName } = useBranding();
+      const result = replaceInstallationName('Welcome to Chatwoot');
+
+      expect(result).toBe('Welcome to Chatwoot');
+    });
+
+    it('should return original text when text is empty or null', () => {
+      const { replaceInstallationName } = useBranding();
+
+      expect(replaceInstallationName('')).toBe('');
+      expect(replaceInstallationName(null)).toBe(null);
+      expect(replaceInstallationName(undefined)).toBe(undefined);
+    });
+
+    it('should handle text without "Chatwoot" gracefully', () => {
+      const { replaceInstallationName } = useBranding();
+      const result = replaceInstallationName('Welcome to our platform');
+
+      expect(result).toBe('Welcome to our platform');
+    });
+
+    it('should be case-sensitive for "Chatwoot"', () => {
+      const { replaceInstallationName } = useBranding();
+      const result = replaceInstallationName(
+        'Welcome to chatwoot and CHATWOOT'
+      );
+
+      expect(result).toBe('Welcome to chatwoot and CHATWOOT');
+    });
+
+    it('should handle special characters in installation name', () => {
+      mockGlobalConfig.value = {
+        installationName: 'My-Company & Co.',
+      };
+
+      const { replaceInstallationName } = useBranding();
+      const result = replaceInstallationName('Welcome to Chatwoot');
+
+      expect(result).toBe('Welcome to My-Company & Co.');
+    });
+  });
+});
@@ -0,0 +1,26 @@
+/**
+ * Composable for branding-related utilities
+ * Provides methods to customize text with installation-specific branding
+ */
+import { useMapGetter } from 'dashboard/composables/store.js';
+
+export function useBranding() {
+  const globalConfig = useMapGetter('globalConfig/get');
+  /**
+   * Replaces "Chatwoot" in text with the installation name from global config
+   * @param {string} text - The text to process
+   * @returns {string} - Text with "Chatwoot" replaced by installation name
+   */
+  const replaceInstallationName = text => {
+    if (!text) return text;
+
+    const installationName = globalConfig.value?.installationName;
+    if (!installationName) return text;
+
+    return text.replace(/Chatwoot/g, installationName);
+  };
+
+  return {
+    replaceInstallationName,
+  };
+}
@@ -1,12 +0,0 @@
-export const useInstallationName = (str, installationName) => {
-  if (str && installationName) {
-    return str.replace(/Chatwoot/g, installationName);
-  }
-  return str;
-};
-
-export default {
-  methods: {
-    useInstallationName,
-  },
-};
@@ -1,18 +1,17 @@
 <script>
 import { useVuelidate } from '@vuelidate/core';
-import { mapGetters } from 'vuex';
 import { useAlert } from 'dashboard/composables';
 import { required, minLength, email } from '@vuelidate/validators';
-import globalConfigMixin from 'shared/mixins/globalConfigMixin';
+import { useBranding } from 'shared/composables/useBranding';
 import FormInput from '../../../../components/Form/Input.vue';
 import { resetPassword } from '../../../../api/auth';
 import NextButton from 'dashboard/components-next/button/Button.vue';

 export default {
  components: { FormInput, NextButton },
-  mixins: [globalConfigMixin],
  setup() {
-    return { v$: useVuelidate() };
+    const { replaceInstallationName } = useBranding();
+    return { v$: useVuelidate(), replaceInstallationName };
  },
  data() {
    return {
@@ -24,9 +23,6 @@ export default {
      error: '',
    };
  },
-  computed: {
-    ...mapGetters({ globalConfig: 'globalConfig/get' }),
-  },
  validations() {
    return {
      credentials: {
@@ -82,12 +78,7 @@ export default {
      <p
        class="mb-4 text-sm font-normal leading-6 tracking-normal text-n-slate-11"
      >
-        {{
-          useInstallationName(
-            $t('RESET_PASSWORD.DESCRIPTION'),
-            globalConfig.installationName
-          )
-        }}
+        {{ replaceInstallationName($t('RESET_PASSWORD.DESCRIPTION')) }}
      </p>
      <div class="space-y-5">
        <FormInput
@@ -1,6 +1,6 @@
 <script>
 import { mapGetters } from 'vuex';
-import globalConfigMixin from 'shared/mixins/globalConfigMixin';
+import { useBranding } from 'shared/composables/useBranding';
 import SignupForm from './components/Signup/Form.vue';
 import Testimonials from './components/Testimonials/Index.vue';
 import Spinner from 'shared/components/Spinner.vue';
@@ -11,7 +11,10 @@ export default {
    Spinner,
    Testimonials,
  },
-  mixins: [globalConfigMixin],
+  setup() {
+    const { replaceInstallationName } = useBranding();
+    return { replaceInstallationName };
+  },
  data() {
    return { isLoading: false };
  },
@@ -61,12 +64,7 @@ export default {
          <div class="px-1 text-sm text-n-slate-12">
            <span>{{ $t('REGISTER.HAVE_AN_ACCOUNT') }}</span>
            <router-link class="text-link text-n-brand" to="/app/login">
-              {{
-                useInstallationName(
-                  $t('LOGIN.TITLE'),
-                  globalConfig.installationName
-                )
-              }}
+              {{ replaceInstallationName($t('LOGIN.TITLE')) }}
            </router-link>
          </div>
        </div>
@@ -3,7 +3,6 @@ import { useVuelidate } from '@vuelidate/core';
 import { required, minLength, email } from '@vuelidate/validators';
 import { mapGetters } from 'vuex';
 import { useAlert } from 'dashboard/composables';
-import globalConfigMixin from 'shared/mixins/globalConfigMixin';
 import { DEFAULT_REDIRECT_URL } from 'dashboard/constants/globals';
 import VueHcaptcha from '@hcaptcha/vue3-hcaptcha';
 import FormInput from '../../../../../components/Form/Input.vue';
@@ -20,7 +19,6 @@ export default {
    NextButton,
    VueHcaptcha,
  },
-  mixins: [globalConfigMixin],
  setup() {
    return { v$: useVuelidate() };
  },
@@ -8,8 +8,7 @@ import { required, email } from '@vuelidate/validators';
 import { useVuelidate } from '@vuelidate/core';
 import { SESSION_STORAGE_KEYS } from 'dashboard/constants/sessionStorage';
 import SessionStorage from 'shared/helpers/sessionStorage';
-// mixins
-import globalConfigMixin from 'shared/mixins/globalConfigMixin';
+import { useBranding } from 'shared/composables/useBranding';

 // components
 import FormInput from '../../components/Form/Input.vue';
@@ -31,7 +30,6 @@ export default {
    Spinner,
    NextButton,
  },
-  mixins: [globalConfigMixin],
  props: {
    ssoAuthToken: { type: String, default: '' },
    ssoAccountId: { type: String, default: '' },
@@ -40,7 +38,11 @@ export default {
    authError: { type: String, default: '' },
  },
  setup() {
-    return { v$: useVuelidate() };
+    const { replaceInstallationName } = useBranding();
+    return {
+      replaceInstallationName,
+      v$: useVuelidate(),
+    };
  },
  data() {
    return {
@@ -182,9 +184,7 @@ export default {
        class="hidden w-auto h-8 mx-auto dark:block"
      />
      <h2 class="mt-6 text-3xl font-medium text-center text-n-slate-12">
-        {{
-          useInstallationName($t('LOGIN.TITLE'), globalConfig.installationName)
-        }}
+        {{ replaceInstallationName($t('LOGIN.TITLE')) }}
      </h2>
      <p v-if="showSignupLink" class="mt-3 text-sm text-center text-n-slate-11">
        {{ $t('COMMON.OR') }}
@@ -0,0 +1,36 @@
+# frozen_string_literal: true
+
+class AssignmentV2::AssignmentJob < ApplicationJob
+  queue_as :low
+
+  def perform(inbox_id: nil, conversation_id: nil)
+    if conversation_id
+      assign_single_conversation(conversation_id)
+    elsif inbox_id
+      assign_inbox_conversations(inbox_id)
+    else
+      Rails.logger.error 'AssignmentV2::AssignmentJob: No inbox_id or conversation_id provided'
+    end
+  end
+
+  private
+
+  def assign_single_conversation(conversation_id)
+    conversation = Conversation.find_by(id: conversation_id)
+    return unless conversation
+
+    service = AssignmentV2::AssignmentService.new(inbox: conversation.inbox)
+    service.perform_for_conversation(conversation)
+  end
+
+  def assign_inbox_conversations(inbox_id)
+    inbox = Inbox.find_by(id: inbox_id)
+    return unless inbox
+    return unless inbox.assignment_v2_enabled?
+
+    service = AssignmentV2::AssignmentService.new(inbox: inbox)
+    assigned_count = service.perform_bulk_assignment
+
+    Rails.logger.info "AssignmentV2::AssignmentJob: Assigned #{assigned_count} conversations for inbox #{inbox_id}"
+  end
+end
@@ -17,7 +17,7 @@ class AutomationRuleListener < BaseListener
  end

  def conversation_created(event)
-    return if performed_by_automation?(event)
+    return if performed_by_automation?(event) || ignore_auto_reply_event?(event)

    conversation = event.data[:conversation]
    account = conversation.account
@@ -34,7 +34,7 @@ class AutomationRuleListener < BaseListener
  end

  def conversation_opened(event)
-    return if performed_by_automation?(event)
+    return if performed_by_automation?(event) || ignore_auto_reply_event?(event)

    conversation = event.data[:conversation]
    account = conversation.account
@@ -87,8 +87,13 @@ class AutomationRuleListener < BaseListener
    event.data[:performed_by].present? && event.data[:performed_by].instance_of?(AutomationRule)
  end

+  def ignore_auto_reply_event?(event)
+    conversation = event.data[:conversation]
+    conversation.additional_attributes['auto_reply'].present?
+  end
+
  def ignore_message_created_event?(event)
    message = event.data[:message]
-    performed_by_automation?(event) || message.activity?
+    performed_by_automation?(event) || message.activity? || message.auto_reply_email?
  end
 end
@@ -84,6 +84,7 @@ class Imap::ImapMailbox
        additional_attributes: {
          source: 'email',
          in_reply_to: in_reply_to,
+          auto_reply: @processed_mail.auto_reply?,
          mail_subject: @processed_mail.subject,
          initiated_at: {
            timestamp: Time.now.utc
@@ -8,13 +8,6 @@ module IncomingEmailValidityHelper
    # This can happen in cases like bounce emails for invalid contact email address
    return false unless Devise.email_regexp.match?(@processed_mail.original_sender)

-    # Process bounced emails, as regular emails
-    return true if @processed_mail.bounced?
-
-    # we skip processing auto reply emails like delivery status notifications
-    # out of office replies, etc.
-    return false if auto_reply_email?
-
    true
  end

@@ -24,13 +17,4 @@ module IncomingEmailValidityHelper

    true
  end
-
-  def auto_reply_email?
-    if @processed_mail.auto_reply?
-      Rails.logger.info "is_auto_reply? : #{processed_mail.auto_reply?}"
-      true
-    else
-      false
-    end
-  end
 end
@@ -70,6 +70,7 @@ class SupportMailbox < ApplicationMailbox
                                                                                 additional_attributes: {
                                                                                   in_reply_to: in_reply_to,
                                                                                   source: 'email',
+                                                                                   auto_reply: @processed_mail.auto_reply?,
                                                                                   mail_subject: @processed_mail.subject,
                                                                                   initiated_at: {
                                                                                     timestamp: Time.now.utc
@@ -0,0 +1,103 @@
+# frozen_string_literal: true
+
+# == Schema Information
+#
+# Table name: assignment_policies
+#
+#  id                       :bigint           not null, primary key
+#  assignment_order         :integer          default("round_robin"), not null
+#  conversation_priority    :integer          default("earliest_created"), not null
+#  description              :text
+#  enabled                  :boolean          default(TRUE), not null
+#  fair_distribution_limit  :integer          default(10), not null
+#  fair_distribution_window :integer          default(3600), not null
+#  name                     :string(255)      not null
+#  created_at               :datetime         not null
+#  updated_at               :datetime         not null
+#  account_id               :bigint           not null
+#
+# Indexes
+#
+#  index_assignment_policies_on_account_id    (account_id)
+#  index_assignment_policies_on_enabled       (enabled)
+#  unique_assignment_policy_name_per_account  (account_id,name) UNIQUE
+#
+
+class AssignmentPolicy < ApplicationRecord
+  include AccountCacheRevalidator
+
+  # Enums
+  enum assignment_order: { round_robin: 0, balanced: 1 }
+  enum conversation_priority: { earliest_created: 0, longest_waiting: 1 }
+
+  # Associations
+  belongs_to :account
+  has_many :inbox_assignment_policies, dependent: :destroy
+  has_many :inboxes, through: :inbox_assignment_policies
+
+  # Validations
+  validates :name, presence: true, uniqueness: { scope: :account_id }
+  validates :name, length: { maximum: 255 }
+  validates :description, length: { maximum: 1000 }
+  validates :fair_distribution_limit, presence: true, numericality: { greater_than: 0, less_than_or_equal_to: 100 }
+  validates :fair_distribution_window, presence: true, numericality: { greater_than: 60, less_than_or_equal_to: 86_400 }
+  validates :assignment_order, inclusion: { in: assignment_orders.keys }
+  validates :conversation_priority, inclusion: { in: conversation_priorities.keys }
+
+  # Validate balanced assignment is only available for enterprise
+  validate :validate_balanced_assignment_enterprise_only
+
+  # Server-side validation to prevent bypass
+  before_save :enforce_enterprise_features
+
+  # Scopes
+  scope :enabled, -> { where(enabled: true) }
+  scope :disabled, -> { where(enabled: false) }
+
+  # Callbacks
+  after_update_commit :clear_assignment_caches
+  after_destroy :clear_assignment_caches
+
+  def can_use_balanced_assignment?
+    account.feature_enabled?(:enterprise_agent_capacity) if account.respond_to?(:feature_enabled?)
+  end
+
+  def webhook_data
+    {
+      id: id,
+      name: name,
+      description: description,
+      assignment_order: assignment_order,
+      conversation_priority: conversation_priority,
+      fair_distribution_limit: fair_distribution_limit,
+      fair_distribution_window: fair_distribution_window,
+      enabled: enabled
+    }
+  end
+
+  private
+
+  def validate_balanced_assignment_enterprise_only
+    return unless balanced?
+    return if can_use_balanced_assignment?
+
+    errors.add(:assignment_order, 'Balanced assignment is only available for enterprise accounts')
+  end
+
+  def enforce_enterprise_features
+    # Server-side enforcement to prevent API bypass
+    return unless balanced? && !can_use_balanced_assignment?
+
+    # Force to round_robin if enterprise not available
+    self.assignment_order = 'round_robin'
+    Rails.logger.warn("Assignment V2: Forced assignment_order to round_robin for non-enterprise account #{account_id}")
+  end
+
+  def clear_assignment_caches
+    # Clear Redis caches when policy is updated
+    Rails.cache.delete("assignment_v2:policy:#{id}")
+    inboxes.find_each do |inbox|
+      Rails.cache.delete("assignment_v2:inbox_policy:#{inbox.id}")
+    end
+  end
+end
@@ -0,0 +1,37 @@
+# frozen_string_literal: true
+
+module AssignmentV2FeatureFlag
+  extend ActiveSupport::Concern
+
+  def assignment_v2_enabled?
+    # Check account-level feature flag
+    return false unless feature_enabled_for_account?
+
+    # Check for any inbox-level overrides
+    return false if inbox_level_override_disabled?
+
+    # Check system-wide killswitch
+    !GlobalConfig.get('assignment_v2_disabled', false)
+  end
+
+  private
+
+  def feature_enabled_for_account?
+    config = GlobalConfig.get('assignment_v2')
+    return false unless config&.dig('enabled')
+
+    # If no account allowlist, enable for all
+    allowed_accounts = config['accounts']
+    return true if allowed_accounts.blank?
+
+    # Check if account is in allowlist
+    allowed_accounts.include?(id)
+  end
+
+  def inbox_level_override_disabled?
+    return false unless respond_to?(:id)
+
+    # Allow per-inbox disabling during migration
+    GlobalConfig.get('assignment_v2_disabled_inboxes', []).include?(id)
+  end
+end
@@ -14,11 +14,18 @@ module AutoAssignmentHandler
    return unless conversation_status_changed_to_open?
    return unless should_run_auto_assignment?

-    ::AutoAssignment::AgentAssignmentService.new(conversation: self, allowed_agent_ids: inbox.member_ids_with_assignment_capacity).perform
+    if inbox.assignment_v2_enabled?
+      # Use Assignment V2 system
+      AssignmentV2::AssignmentJob.perform_later(conversation_id: id)
+    else
+      # Use legacy assignment system
+      ::AutoAssignment::AgentAssignmentService.new(conversation: self, allowed_agent_ids: inbox.member_ids_with_assignment_capacity).perform
+    end
  end

  def should_run_auto_assignment?
-    return false unless inbox.enable_auto_assignment?
+    # Check auto assignment is enabled (either legacy or v2)
+    return false unless inbox.auto_assignment_enabled?

    # run only if assignee is blank or doesn't have access to inbox
    assignee.blank? || inbox.members.exclude?(assignee)
@@ -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
@@ -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
@@ -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
@@ -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
@@ -44,6 +44,11 @@ class Inbox < ApplicationRecord
  include Avatarable
  include OutOfOffisable
  include AccountCacheRevalidator
+  include AssignmentV2FeatureFlag
+  include InboxAgentAvailability
+  include InboxChannelTypes
+  include InboxWebhooks
+  include InboxNameSanitization

  # Not allowing characters:
  validates :name, presence: true
@@ -72,6 +77,10 @@ class Inbox < ApplicationRecord
  has_many :webhooks, dependent: :destroy_async
  has_many :hooks, dependent: :destroy_async, class_name: 'Integrations::Hook'

+  # Assignment V2 associations
+  has_one :inbox_assignment_policy, dependent: :destroy
+  has_one :assignment_policy, through: :inbox_assignment_policy
+
  enum sender_name_type: { friendly: 0, professional: 1 }

  after_destroy :delete_round_robin_agents
@@ -97,109 +106,167 @@ class Inbox < ApplicationRecord
    update_account_cache
  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 default_name_for_blank_name if name.blank?
-
-    sanitized = apply_sanitization_rules(name)
-    sanitized.blank? && email? ? display_name_from_email : sanitized
-  end
-
-  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 assignable_agents
    (account.users.where(id: members.select(:user_id)) + account.administrators).uniq
  end

-  def active_bot?
-    agent_bot_inbox&.active? || hooks.where(app_id: %w[dialogflow],
-                                            status: 'enabled').count.positive?
+  # Assignment V2 methods
+  def assignment_v2_enabled?
+    account.assignment_v2_enabled? && assignment_policy.present? && assignment_policy.enabled?
  end

-  def inbox_type
-    channel.name
-  end
-
-  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}"
+  def auto_assignment_enabled?
+    if assignment_v2_enabled?
+      assignment_policy.present? && assignment_policy.enabled?
+    else
+      enable_auto_assignment?
    end
  end

-  def member_ids_with_assignment_capacity
-    members.ids
+  # Returns inbox members who are available for assignment
+  # This method performs all filtering upfront at the database level for optimal performance
+  #
+  # Filters applied:
+  # 1. Online status - Only agents marked as 'online' in OnlineStatusTracker
+  # 2. Capacity limits (Enterprise) - Agents who haven't reached their conversation limit
+  # 3. Rate limiting - Agents who haven't exceeded rate limits (when implemented)
+  # 4. User exclusions - Specific users can be excluded (e.g., for reassignment)
+  #
+  # @param options [Hash] Additional filter options
+  # @option options [Boolean] :check_capacity (true) Whether to check capacity limits
+  # @option options [Boolean] :check_rate_limits (false) Whether to check rate limits
+  # @option options [Array<Integer>] :exclude_user_ids Users to exclude from results
+  #
+  # @return [ActiveRecord::Relation<InboxMember>] Available inbox members with preloaded users
+  #
+  # @example Get all available agents
+  #   inbox.available_agents
+  #
+  # @example Get available agents excluding specific users
+  #   inbox.available_agents(exclude_user_ids: [1, 2, 3])
+  #
+  # @example Get available agents without capacity check (faster but less accurate)
+  #   inbox.available_agents(check_capacity: false)
+  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

  private

-  def default_name_for_blank_name
-    email? ? display_name_from_email : ''
+  def build_online_agents_scope(online_agent_ids)
+    inbox_members
+      .joins(:user)
+      .where(users: { id: online_agent_ids })
+      .includes(:user)
  end

-  def apply_sanitization_rules(name)
-    name.gsub(/[\\<>@"!#$%&*+=?^`{|}~:;]/, '')         # Remove forbidden chars
-        .gsub(/[\x00-\x1F\x7F]/, ' ')                   # Replace control chars with spaces
-        .gsub(/\A[[:punct:]]+|[[:punct:]]+\z/, '')      # Remove leading/trailing punctuation
-        .gsub(/\s+/, ' ')                               # Normalize spaces
-        .strip
+  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 display_name_from_email
-    channel.email.split('@').first.parameterize.titleize
+  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?
+
+    # Get IDs of inbox members within rate limits
+    valid_inbox_member_ids = inbox_members_scope.find_each.filter_map do |inbox_member|
+      rate_limiter = AssignmentV2::RateLimiter.new(inbox: self, user: inbox_member.user)
+      inbox_member.id if rate_limiter.within_limits?
+    end
+
+    # Return filtered scope maintaining ActiveRecord relation
+    inbox_members_scope.where(id: valid_inbox_member_ids)
+  end
+
+  def filter_agents_on_leave(inbox_members_scope)
+    # Get account users on active leave
+    account_user_ids_on_leave = account.account_users
+                                       .joins(:leaves)
+                                       .where(leaves: { status: 'approved' })
+                                       .where('leaves.start_date <= ? AND leaves.end_date >= ?', Date.current, Date.current)
+                                       .pluck(:id)
+
+    return inbox_members_scope if account_user_ids_on_leave.empty?
+
+    # Exclude inbox members whose account_users are on leave
+    user_ids_on_leave = account.account_users.where(id: account_user_ids_on_leave).pluck(:user_id)
+    inbox_members_scope.where.not(user_id: user_ids_on_leave)
  end

  def dispatch_create_event
@@ -0,0 +1,67 @@
+# frozen_string_literal: true
+
+# == Schema Information
+#
+# Table name: inbox_assignment_policies
+#
+#  id                   :bigint           not null, primary key
+#  created_at           :datetime         not null
+#  updated_at           :datetime         not null
+#  assignment_policy_id :bigint           not null
+#  inbox_id             :bigint           not null
+#
+# Indexes
+#
+#  index_inbox_assignment_policies_on_assignment_policy_id  (assignment_policy_id)
+#  index_inbox_assignment_policies_on_inbox_id              (inbox_id)
+#  unique_inbox_assignment_policy                           (inbox_id) UNIQUE
+#
+
+class InboxAssignmentPolicy < ApplicationRecord
+  include AccountCacheRevalidator
+
+  # Associations
+  belongs_to :inbox
+  belongs_to :assignment_policy
+
+  # Validations
+  validates :inbox_id, uniqueness: true
+  validate :inbox_belongs_to_same_account
+
+  # Delegations
+  delegate :account, to: :inbox
+  delegate :name, :description, :assignment_order, :conversation_priority,
+           :fair_distribution_limit, :fair_distribution_window, :enabled?,
+           to: :assignment_policy, prefix: :policy
+
+  # Callbacks
+  after_commit :clear_inbox_cache
+
+  # Scopes
+  scope :enabled, -> { joins(:assignment_policy).where(assignment_policies: { enabled: true }) }
+  scope :disabled, -> { joins(:assignment_policy).where(assignment_policies: { enabled: false }) }
+
+  def webhook_data
+    {
+      id: id,
+      inbox_id: inbox_id,
+      assignment_policy_id: assignment_policy_id,
+      policy: assignment_policy.webhook_data
+    }
+  end
+
+  private
+
+  def inbox_belongs_to_same_account
+    return unless inbox && assignment_policy
+
+    return if inbox.account_id == assignment_policy.account_id
+
+    errors.add(:inbox, 'must belong to the same account as the assignment policy')
+  end
+
+  def clear_inbox_cache
+    Rails.cache.delete("assignment_v2:inbox_policy:#{inbox_id}")
+    update_account_cache
+  end
+end
@@ -195,6 +195,12 @@ class Message < ApplicationRecord
    true
  end

+  def auto_reply_email?
+    return false unless incoming_email? || inbox.email?
+
+    content_attributes.dig(:email, :auto_reply) == true
+  end
+
  def valid_first_reply?
    return false unless human_response? && !private?
    return false if conversation.first_reply_created_at.present?
@@ -0,0 +1,23 @@
+# frozen_string_literal: true
+
+class AssignmentPolicyPolicy < ApplicationPolicy
+  def index?
+    @account_user.administrator?
+  end
+
+  def show?
+    @account_user.administrator?
+  end
+
+  def create?
+    @account_user.administrator?
+  end
+
+  def update?
+    @account_user.administrator?
+  end
+
+  def destroy?
+    @account_user.administrator?
+  end
+end
@@ -103,7 +103,8 @@ class MailPresenter < SimpleDelegator
      references: references,
      subject: subject,
      text_content: text_content,
-      to: to
+      to: to,
+      auto_reply: auto_reply?
    }
  end

@@ -0,0 +1,112 @@
+# frozen_string_literal: true
+
+class AssignmentV2::AssignmentService
+  pattr_initialize [:inbox!]
+
+  def perform_for_conversation(conversation)
+    return false unless can_assign?(conversation)
+
+    agent = find_agent_for_conversation(conversation)
+    return false unless agent
+
+    assign_conversation_to_agent(conversation, agent)
+  end
+
+  def perform_bulk_assignment(limit: 50)
+    return 0 unless assignment_enabled?
+
+    conversations = unassigned_conversations(limit)
+    assigned_count = 0
+
+    conversations.find_each do |conversation|
+      assigned_count += 1 if perform_for_conversation(conversation)
+    end
+
+    assigned_count
+  end
+
+  private
+
+  def policy
+    @policy ||= inbox.assignment_policy
+  end
+
+  def assignment_enabled?
+    policy&.enabled?
+  end
+
+  def can_assign?(conversation)
+    assignment_enabled? &&
+      conversation.status == 'open' &&
+      conversation.assignee_id.nil?
+  end
+
+  def find_agent_for_conversation(_conversation)
+    available_agents = inbox.available_agents(check_rate_limits: true)
+
+    if available_agents.empty?
+      log_no_agents_available
+      return nil
+    end
+
+    selector_service.select_agent(available_agents)
+  end
+
+  def selector_service
+    @selector_service ||= if policy.assignment_order == 'balanced' && enterprise_enabled? && policy.can_use_balanced_assignment?
+                            ::Enterprise::AssignmentV2::BalancedSelector.new(inbox: inbox)
+                          else
+                            AssignmentV2::RoundRobinSelector.new(inbox: inbox)
+                          end
+  end
+
+  def unassigned_conversations(limit)
+    scope = inbox.conversations
+                 .unassigned
+                 .open
+
+    # Apply conversation priority ordering
+    scope = case policy.conversation_priority
+            when 'longest_waiting'
+              scope.order(last_activity_at: :asc, created_at: :asc)
+            else
+              scope.order(created_at: :asc)
+            end
+
+    scope.limit(limit)
+  end
+
+  def assign_conversation_to_agent(conversation, agent)
+    conversation.update!(assignee: agent)
+    create_assignment_activity(conversation, agent)
+    record_assignment_in_rate_limiter(conversation, agent)
+    true
+  rescue ActiveRecord::RecordInvalid => e
+    Rails.logger.error "AssignmentV2: Failed to assign conversation #{conversation.id}: #{e.message}"
+    false
+  end
+
+  def create_assignment_activity(conversation, agent)
+    Rails.configuration.dispatcher.dispatch(
+      Events::Types::ASSIGNEE_CHANGED,
+      Time.zone.now,
+      conversation: conversation,
+      user: agent
+    )
+  end
+
+  def enterprise_enabled?
+    @enterprise_enabled ||= defined?(Enterprise)
+  end
+
+  def log_no_agents_available
+    Rails.logger.warn("AssignmentV2: No agents available for inbox #{inbox.id}")
+  end
+
+  def record_assignment_in_rate_limiter(conversation, agent)
+    rate_limiter = AssignmentV2::RateLimiter.new(inbox: inbox, user: agent)
+    rate_limiter.record_assignment(conversation)
+  rescue StandardError => e
+    Rails.logger.error "AssignmentV2: Failed to record assignment in rate limiter: #{e.message}"
+  end
+end
@@ -0,0 +1,85 @@
+# frozen_string_literal: true
+
+# Rate limiter for assignment operations
+# Uses Redis to track assignment counts per agent per time window
+# based on assignment policy's fair_distribution_limit and fair_distribution_window
+class AssignmentV2::RateLimiter
+  pattr_initialize [:inbox!, :user!]
+
+  # Check if the user has exceeded rate limits
+  # @return [Boolean] true if within limits, false if exceeded
+  def within_limits?
+    return true unless policy_exists?
+
+    current_count < rate_limit
+  end
+
+  # Record an assignment for rate limiting purposes
+  # @param conversation [Conversation] The conversation being assigned
+  def record_assignment(_conversation)
+    return unless policy_exists?
+
+    key = rate_limit_key
+    redis = Redis.new(Redis::Config.app)
+    redis.multi do |multi|
+      multi.incr(key)
+      multi.expire(key, time_window)
+    end
+  end
+
+  # Get current rate limit status for the user
+  # @return [Hash] Rate limit status information
+  def status
+    if policy_exists?
+      {
+        within_limits: within_limits?,
+        current_count: current_count,
+        limit: rate_limit,
+        reset_at: Time.zone.at(next_window_start)
+      }
+    else
+      {
+        within_limits: true,
+        current_count: 0,
+        limit: Float::INFINITY,
+        reset_at: nil
+      }
+    end
+  end
+
+  private
+
+  def policy
+    @policy ||= inbox.assignment_policy
+  end
+
+  def policy_exists?
+    policy.present? && policy.enabled?
+  end
+
+  def current_count
+    key = rate_limit_key
+    redis = Redis.new(Redis::Config.app)
+    redis.get(key).to_i
+  end
+
+  def rate_limit
+    policy&.fair_distribution_limit || 10
+  end
+
+  def time_window
+    policy&.fair_distribution_window || 3600
+  end
+
+  def rate_limit_key
+    "assignment_v2:rate_limit:#{user.id}:#{current_window}"
+  end
+
+  def current_window
+    (Time.current.to_i / time_window) * time_window
+  end
+
+  def next_window_start
+    current_window + time_window
+  end
+end
@@ -0,0 +1,37 @@
+# frozen_string_literal: true
+
+class AssignmentV2::RoundRobinSelector
+  pattr_initialize [:inbox!]
+
+  def select_agent(available_agents)
+    return nil if available_agents.empty?
+
+    # Extract user IDs from inbox members
+    agent_user_ids = available_agents.map(&:user_id).map(&:to_s)
+
+    # Use Redis queue for round robin
+    selected_user_id = round_robin_service.available_agent(allowed_agent_ids: agent_user_ids)
+    return nil unless selected_user_id
+
+    # Return the user object
+    available_agents.find { |inbox_member| inbox_member.user_id.to_s == selected_user_id }&.user
+  end
+
+  def add_agent_to_queue(user_id)
+    round_robin_service.add_agent_to_queue(user_id)
+  end
+
+  def remove_agent_from_queue(user_id)
+    round_robin_service.remove_agent_from_queue(user_id)
+  end
+
+  def reset_queue
+    round_robin_service.reset_queue
+  end
+
+  private
+
+  def round_robin_service
+    @round_robin_service ||= AutoAssignment::InboxRoundRobinService.new(inbox: inbox)
+  end
+end
@@ -4,6 +4,7 @@ class MessageTemplates::HookExecutionService
  def perform
    return if conversation.campaign.present?
    return if conversation.last_incoming_message.blank?
+    return if message.auto_reply_email?

    trigger_templates
  end
@@ -88,12 +88,16 @@ class Twilio::IncomingMessageService

  def contact_attributes
    {
-      name: formatted_phone_number,
+      name: contact_name,
      phone_number: phone_number,
      additional_attributes: additional_attributes
    }
  end

+  def contact_name
+    params[:ProfileName].presence || formatted_phone_number
+  end
+
  def additional_attributes
    if twilio_channel.sms?
      {
@@ -0,0 +1,65 @@
+# frozen_string_literal: true
+
+# rubocop:disable Metrics/BlockLength
+namespace :assignment_v2 do
+  desc 'Enable Assignment V2 for an account with default policy'
+  task :enable, [:account_id] => :environment do |_task, args|
+    account = Account.find(args[:account_id])
+
+    # Create default assignment policy if not exists
+    policy = account.assignment_policies.find_or_create_by!(name: 'Default Policy') do |p|
+      p.description = 'Default round-robin assignment policy'
+      p.assignment_order = 'round_robin'
+      p.conversation_priority = 'earliest_created'
+      p.enabled = true
+    end
+
+    puts "Assignment V2 enabled for account #{account.name} with policy #{policy.name}"
+  end
+
+  desc 'Disable Assignment V2 for an account'
+  task :disable, [:account_id] => :environment do |_task, args|
+    account = Account.find(args[:account_id])
+
+    # Disable all assignment policies
+    account.assignment_policies.find_each do |policy|
+      policy.update!(enabled: false)
+    end
+
+    puts "Assignment V2 disabled for account #{account.name}"
+  end
+
+  desc 'Run assignment for all enabled inboxes'
+  task run_all: :environment do
+    count = 0
+
+    Inbox.joins(:assignment_policy)
+         .where(assignment_policies: { enabled: true })
+         .find_each do |inbox|
+      AssignmentV2::AssignmentJob.perform_later(inbox_id: inbox.id)
+      count += 1
+    end
+
+    puts "Queued assignment jobs for #{count} inboxes"
+  end
+
+  desc 'Show Assignment V2 status'
+  task status: :environment do
+    puts 'Assignment V2 Status'
+    puts '==================='
+
+    total_policies = AssignmentPolicy.count
+    enabled_policies = AssignmentPolicy.enabled.count
+
+    puts "Total Assignment Policies: #{total_policies}"
+    puts "Enabled Policies: #{enabled_policies}"
+    puts
+
+    inboxes_with_v2 = Inbox.joins(:assignment_policy).count
+    total_inboxes = Inbox.count
+
+    puts "Total Inboxes: #{total_inboxes}"
+    puts "Inboxes with Assignment V2: #{inboxes_with_v2}"
+  end
+end
+# rubocop:enable Metrics/BlockLength
@@ -0,0 +1,34 @@
+# frozen_string_literal: true
+
+FactoryBot.define do
+  factory :assignment_policy do
+    account
+    sequence(:name) { |n| "Assignment Policy #{n}" }
+    description { 'Test assignment policy' }
+    assignment_order { :round_robin }
+    conversation_priority { :earliest_created }
+    fair_distribution_limit { 10 }
+    fair_distribution_window { 3600 }
+    enabled { true }
+
+    trait :balanced do
+      assignment_order { :balanced }
+    end
+
+    trait :disabled do
+      enabled { false }
+    end
+
+    trait :longest_waiting do
+      conversation_priority { :longest_waiting }
+    end
+
+    trait :with_high_limit do
+      fair_distribution_limit { 50 }
+    end
+
+    trait :with_short_window do
+      fair_distribution_window { 300 } # 5 minutes
+    end
+  end
+end
@@ -0,0 +1,13 @@
+# frozen_string_literal: true
+
+FactoryBot.define do
+  factory :inbox_assignment_policy do
+    inbox
+    assignment_policy
+
+    # Ensure inbox and policy belong to same account
+    after(:build) do |inbox_policy|
+      inbox_policy.assignment_policy.account = inbox_policy.inbox.account if inbox_policy.inbox && inbox_policy.assignment_policy
+    end
+  end
+end
@@ -0,0 +1,194 @@
+# frozen_string_literal: true
+
+require 'rails_helper'
+
+RSpec.describe AssignmentV2::AssignmentJob, type: :job do
+  before do
+    # Mock GlobalConfig to avoid InstallationConfig issues
+    allow(GlobalConfig).to receive(:get).and_return({})
+  end
+
+  let(:account) { create(:account) }
+  let(:inbox) { create(:inbox, account: account) }
+  let(:conversation) { create(:conversation, inbox: inbox, assignee: nil) }
+  let(:assignment_policy) { create(:assignment_policy, account: account, enabled: true) }
+  let!(:inbox_assignment_policy) { create(:inbox_assignment_policy, inbox: inbox, assignment_policy: assignment_policy) }
+
+  describe '#perform' do
+    context 'with conversation_id' do
+      it 'assigns a single conversation' do
+        service = instance_double(AssignmentV2::AssignmentService)
+        expect(AssignmentV2::AssignmentService).to receive(:new).with(inbox: inbox).and_return(service)
+        expect(service).to receive(:perform_for_conversation).with(conversation)
+
+        described_class.new.perform(conversation_id: conversation.id)
+      end
+
+      it 'handles non-existent conversation gracefully' do
+        expect(AssignmentV2::AssignmentService).not_to receive(:new)
+
+        # Should not raise error
+        expect do
+          described_class.new.perform(conversation_id: 999_999)
+        end.not_to raise_error
+      end
+    end
+
+    context 'with inbox_id' do
+      let!(:agent) { create(:user, account: account, role: :agent, availability: :online) }
+
+      before do
+        create_list(:conversation, 3, inbox: inbox, assignee: nil)
+        create(:inbox_member, inbox: inbox, user: agent)
+      end
+
+      it 'assigns multiple conversations for inbox' do
+        allow(Inbox).to receive(:find_by).with(id: inbox.id).and_return(inbox)
+        allow(account).to receive(:assignment_v2_enabled?).and_return(true)
+
+        service = instance_double(AssignmentV2::AssignmentService)
+        expect(AssignmentV2::AssignmentService).to receive(:new).with(inbox: inbox).and_return(service)
+        expect(service).to receive(:perform_bulk_assignment).and_return(3)
+
+        described_class.new.perform(inbox_id: inbox.id)
+      end
+
+      it 'logs the number of assigned conversations' do
+        allow(Inbox).to receive(:find_by).with(id: inbox.id).and_return(inbox)
+        allow(account).to receive(:assignment_v2_enabled?).and_return(true)
+
+        service = instance_double(AssignmentV2::AssignmentService)
+        allow(AssignmentV2::AssignmentService).to receive(:new).with(inbox: inbox).and_return(service)
+        allow(service).to receive(:perform_bulk_assignment).and_return(2)
+
+        expect(Rails.logger).to receive(:info).with("AssignmentV2::AssignmentJob: Assigned 2 conversations for inbox #{inbox.id}")
+
+        described_class.new.perform(inbox_id: inbox.id)
+      end
+
+      it 'skips assignment when inbox has no policy' do
+        inbox_assignment_policy.destroy!
+
+        expect(AssignmentV2::AssignmentService).not_to receive(:new)
+
+        described_class.new.perform(inbox_id: inbox.id)
+      end
+
+      it 'skips assignment when policy is disabled' do
+        assignment_policy.update!(enabled: false)
+
+        expect(AssignmentV2::AssignmentService).not_to receive(:new)
+
+        described_class.new.perform(inbox_id: inbox.id)
+      end
+
+      it 'handles non-existent inbox gracefully' do
+        expect(AssignmentV2::AssignmentService).not_to receive(:new)
+
+        # Should not raise error
+        expect do
+          described_class.new.perform(inbox_id: 999_999)
+        end.not_to raise_error
+      end
+    end
+
+    context 'without parameters' do
+      it 'logs error when no parameters provided' do
+        expect(Rails.logger).to receive(:error).with('AssignmentV2::AssignmentJob: No inbox_id or conversation_id provided')
+
+        described_class.new.perform
+      end
+
+      it 'does not attempt assignment' do
+        expect(AssignmentV2::AssignmentService).not_to receive(:new)
+
+        described_class.new.perform
+      end
+    end
+
+    context 'with both parameters' do
+      it 'prioritizes conversation_id over inbox_id' do
+        service = instance_double(AssignmentV2::AssignmentService)
+        expect(AssignmentV2::AssignmentService).to receive(:new).with(inbox: inbox).and_return(service)
+        expect(service).to receive(:perform_for_conversation).with(conversation)
+        expect(service).not_to receive(:perform_bulk_assignment)
+
+        described_class.new.perform(conversation_id: conversation.id, inbox_id: inbox.id)
+      end
+    end
+  end
+
+  describe 'job configuration' do
+    it 'uses the low queue' do
+      expect(described_class.new.queue_name).to eq('low')
+    end
+  end
+
+  describe 'error handling' do
+    context 'when assignment service raises error' do
+      it 'propagates the error for retry' do
+        service = instance_double(AssignmentV2::AssignmentService)
+        allow(AssignmentV2::AssignmentService).to receive(:new).and_return(service)
+        allow(service).to receive(:perform_for_conversation).and_raise(StandardError, 'Assignment failed')
+
+        expect do
+          described_class.new.perform(conversation_id: conversation.id)
+        end.to raise_error(StandardError, 'Assignment failed')
+      end
+    end
+
+    context 'when database connection fails' do
+      it 'raises error for retry' do
+        allow(Conversation).to receive(:find_by).and_raise(ActiveRecord::ConnectionNotEstablished)
+
+        expect do
+          described_class.new.perform(conversation_id: conversation.id)
+        end.to raise_error(ActiveRecord::ConnectionNotEstablished)
+      end
+    end
+  end
+
+  describe 'concurrency and idempotency' do
+    it 'handles concurrent job execution safely' do
+      # Create multiple jobs for same inbox
+      jobs = []
+      3.times { jobs << described_class.new }
+
+      # All should execute without issues
+      expect do
+        jobs.each { |job| job.perform(inbox_id: inbox.id) }
+      end.not_to raise_error
+    end
+
+    it 'is idempotent for conversation assignment' do
+      service = instance_double(AssignmentV2::AssignmentService)
+      allow(AssignmentV2::AssignmentService).to receive(:new).and_return(service)
+
+      # First call assigns
+      expect(service).to receive(:perform_for_conversation).and_return(true)
+      described_class.new.perform(conversation_id: conversation.id)
+
+      # Second call should handle already assigned conversation
+      expect(service).to receive(:perform_for_conversation).and_return(false)
+      expect { described_class.new.perform(conversation_id: conversation.id) }.not_to raise_error
+    end
+  end
+
+  describe 'performance considerations' do
+    it 'processes large inbox assignments in batches' do
+      # Create many unassigned conversations
+      create_list(:conversation, 100, inbox: inbox, assignee: nil)
+
+      allow(Inbox).to receive(:find_by).with(id: inbox.id).and_return(inbox)
+      allow(account).to receive(:assignment_v2_enabled?).and_return(true)
+
+      service = instance_double(AssignmentV2::AssignmentService)
+      allow(AssignmentV2::AssignmentService).to receive(:new).and_return(service)
+
+      # Service should be called with default limit
+      expect(service).to receive(:perform_bulk_assignment).with(no_args).and_return(50)
+
+      described_class.new.perform(inbox_id: inbox.id)
+    end
+  end
+end
@@ -48,6 +48,13 @@ describe AutomationRuleListener do
        listener.conversation_created(event)
        expect(AutomationRules::ActionService).not_to have_received(:new).with(automation_rule, account, conversation)
      end
+
+      it 'does not call AutomationRules::ActionService if conversation has auto_reply in additional_attributes' do
+        conversation.additional_attributes = { 'auto_reply' => true }
+        allow(condition_match).to receive(:present?).and_return(true)
+        listener.conversation_created(event)
+        expect(AutomationRules::ActionService).not_to have_received(:new).with(automation_rule, account, conversation)
+      end
    end
  end

@@ -165,6 +172,18 @@ describe AutomationRuleListener do
        expect(AutomationRules::ActionService).not_to have_received(:new).with(automation_rule, account, conversation)
      end

+      it 'does not call AutomationRules::ActionService if message is auto reply email' do
+        email_channel = create(:channel_email, account: account)
+        email_inbox = create(:inbox, channel: email_channel, account: account)
+        email_conversation = create(:conversation, inbox: email_inbox, account: account)
+        email_message = create(:message, conversation: email_conversation, account: account, content_attributes: { email: { auto_reply: true } })
+        email_event = Events::Base.new('message_created', Time.zone.now, { message: email_message })
+        allow(condition_match).to receive(:present?).and_return(true)
+
+        listener.message_created(email_event)
+        expect(AutomationRules::ActionService).not_to have_received(:new)
+      end
+
      it 'does not call AutomationRules::ActionService if conditions do not match based on content' do
        message.update!(processed_message_content: 'hi', content: "hi\n\nhello")
        allow(condition_match).to receive(:present?).and_return(false)
@@ -111,7 +111,8 @@ RSpec.describe Imap::ImapMailbox do
      let(:auto_reply_mail) { create_inbound_email_from_fixture('auto_reply.eml') }

      it 'does not create a new conversation' do
-        expect { class_instance.process(auto_reply_mail.mail, channel) }.not_to change(Conversation, :count)
+        expect { class_instance.process(auto_reply_mail.mail, channel) }.to change(Conversation, :count)
+        expect(Conversation.last.additional_attributes['auto_reply']).to be true
      end
    end

@@ -120,6 +121,8 @@ RSpec.describe Imap::ImapMailbox do

      it 'processes the bounced email' do
        expect { class_instance.process(bounced_mail.mail, channel) }.to change(Message, :count)
+        expect(Message.last.content_attributes['email']['auto_reply']).to be true
+        expect(Conversation.last.additional_attributes['auto_reply']).to be true
      end
    end

@@ -12,7 +12,8 @@ RSpec.describe ReplyMailbox do
    let(:conversation) { create(:conversation, assignee: agent, inbox: create(:inbox, account: account, greeting_enabled: false), account: account) }
    let(:described_subject) { described_class.receive reply_mail }
    let(:serialized_attributes) do
-      %w[bcc cc content_type date from html_content in_reply_to message_id multipart number_of_attachments references subject text_content to]
+      %w[bcc cc content_type date from html_content in_reply_to message_id multipart number_of_attachments references subject text_content to
+         auto_reply]
    end

    context 'with reply uuid present' do
@@ -56,7 +56,7 @@ RSpec.describe SupportMailbox do
    let(:described_subject) { described_class.receive support_mail }
    let(:serialized_attributes) do
      %w[bcc cc content_type date from html_content in_reply_to message_id multipart number_of_attachments references subject
-         text_content to]
+         text_content to auto_reply]
    end
    let(:conversation) { Conversation.where(inbox_id: channel_email.inbox).last }

@@ -0,0 +1,127 @@
+# frozen_string_literal: true
+
+require 'rails_helper'
+
+RSpec.describe AssignmentPolicy, type: :model do
+  let(:account) { create(:account) }
+  let(:assignment_policy) { create(:assignment_policy, account: account) }
+
+  describe 'associations' do
+    it { is_expected.to belong_to(:account) }
+    it { is_expected.to have_many(:inbox_assignment_policies).dependent(:destroy) }
+    it { is_expected.to have_many(:inboxes).through(:inbox_assignment_policies) }
+  end
+
+  describe 'validations' do
+    subject { assignment_policy }
+
+    it { is_expected.to validate_presence_of(:name) }
+    it { is_expected.to validate_uniqueness_of(:name).scoped_to(:account_id) }
+    it { is_expected.to validate_length_of(:name).is_at_most(255) }
+    it { is_expected.to validate_length_of(:description).is_at_most(1000) }
+
+    it { is_expected.to validate_presence_of(:fair_distribution_limit) }
+    it { is_expected.to validate_numericality_of(:fair_distribution_limit).is_greater_than(0).is_less_than_or_equal_to(100) }
+
+    it { is_expected.to validate_presence_of(:fair_distribution_window) }
+    it { is_expected.to validate_numericality_of(:fair_distribution_window).is_greater_than(60).is_less_than_or_equal_to(86_400) }
+
+    context 'with balanced assignment validation' do
+      let(:enterprise_account) { create(:account) }
+
+      before do
+        allow(enterprise_account).to receive(:feature_enabled?).with(:enterprise_agent_capacity).and_return(true)
+      end
+
+      it 'allows balanced assignment for enterprise accounts' do
+        policy = build(:assignment_policy, account: enterprise_account, assignment_order: :balanced)
+        expect(policy).to be_valid
+      end
+
+      it 'rejects balanced assignment for non-enterprise accounts' do
+        policy = build(:assignment_policy, account: account, assignment_order: :balanced)
+        expect(policy).not_to be_valid
+        expect(policy.errors[:assignment_order]).to include('Balanced assignment is only available for enterprise accounts')
+      end
+    end
+  end
+
+  describe 'enums' do
+    it { is_expected.to define_enum_for(:assignment_order).with_values(round_robin: 0, balanced: 1) }
+    it { is_expected.to define_enum_for(:conversation_priority).with_values(earliest_created: 0, longest_waiting: 1) }
+  end
+
+  describe 'scopes' do
+    let!(:enabled_policy) { create(:assignment_policy, account: account, enabled: true) }
+    let!(:disabled_policy) { create(:assignment_policy, account: account, enabled: false) }
+
+    it 'filters enabled policies' do
+      expect(described_class.enabled).to include(enabled_policy)
+      expect(described_class.enabled).not_to include(disabled_policy)
+    end
+
+    it 'filters disabled policies' do
+      expect(described_class.disabled).to include(disabled_policy)
+      expect(described_class.disabled).not_to include(enabled_policy)
+    end
+  end
+
+  describe '#can_use_balanced_assignment?' do
+    context 'when account has enterprise agent capacity feature' do
+      before do
+        allow(account).to receive(:feature_enabled?).with(:enterprise_agent_capacity).and_return(true)
+      end
+
+      it 'returns true' do
+        expect(assignment_policy.can_use_balanced_assignment?).to be true
+      end
+    end
+
+    context 'when account does not have enterprise features' do
+      before do
+        allow(account).to receive(:feature_enabled?).with(:enterprise_agent_capacity).and_return(false)
+      end
+
+      it 'returns false' do
+        expect(assignment_policy.can_use_balanced_assignment?).to be false
+      end
+    end
+  end
+
+  describe '#webhook_data' do
+    it 'returns correct data structure' do
+      data = assignment_policy.webhook_data
+
+      expect(data).to include(
+        id: assignment_policy.id,
+        name: assignment_policy.name,
+        description: assignment_policy.description,
+        assignment_order: assignment_policy.assignment_order,
+        conversation_priority: assignment_policy.conversation_priority,
+        fair_distribution_limit: assignment_policy.fair_distribution_limit,
+        fair_distribution_window: assignment_policy.fair_distribution_window,
+        enabled: assignment_policy.enabled
+      )
+    end
+  end
+
+  describe 'cache invalidation' do
+    let(:inbox) { create(:inbox, account: account) }
+
+    before { create(:inbox_assignment_policy, inbox: inbox, assignment_policy: assignment_policy) }
+
+    it 'clears assignment caches on update' do
+      expect(Rails.cache).to receive(:delete).with("assignment_v2:policy:#{assignment_policy.id}")
+      expect(Rails.cache).to receive(:delete).with("assignment_v2:inbox_policy:#{inbox.id}")
+
+      assignment_policy.update!(name: 'Updated Policy')
+    end
+
+    it 'clears assignment caches on destroy' do
+      expect(Rails.cache).to receive(:delete).with("assignment_v2:policy:#{assignment_policy.id}")
+      expect(Rails.cache).to receive(:delete).with("assignment_v2:inbox_policy:#{inbox.id}")
+
+      assignment_policy.destroy!
+    end
+  end
+end
@@ -0,0 +1,165 @@
+# frozen_string_literal: true
+
+require 'rails_helper'
+
+RSpec.describe InboxAssignmentPolicy, type: :model do
+  let(:account) { create(:account) }
+  let(:inbox) { create(:inbox, account: account) }
+  let(:assignment_policy) { create(:assignment_policy, account: account) }
+  let(:inbox_assignment_policy) { create(:inbox_assignment_policy, inbox: inbox, assignment_policy: assignment_policy) }
+
+  describe 'associations' do
+    it { is_expected.to belong_to(:inbox) }
+    it { is_expected.to belong_to(:assignment_policy) }
+  end
+
+  describe 'validations' do
+    subject { inbox_assignment_policy }
+
+    it { is_expected.to validate_uniqueness_of(:inbox_id) }
+
+    context 'with inbox and policy from different accounts' do
+      let(:other_account) { create(:account) }
+      let(:other_policy) { create(:assignment_policy, account: other_account) }
+
+      it 'validates inbox belongs to same account as policy' do
+        # Build without the factory callback that sets the accounts to be the same
+        invalid_policy = described_class.new(inbox: inbox, assignment_policy: other_policy)
+
+        expect(invalid_policy).not_to be_valid
+        expect(invalid_policy.errors[:inbox]).to include('must belong to the same account as the assignment policy')
+      end
+    end
+  end
+
+  describe 'delegations' do
+    it 'delegates account to inbox' do
+      expect(inbox_assignment_policy.account).to eq(account)
+    end
+
+    it 'delegates policy attributes' do
+      expect(inbox_assignment_policy.policy_name).to eq(assignment_policy.name)
+      expect(inbox_assignment_policy.policy_description).to eq(assignment_policy.description)
+      expect(inbox_assignment_policy.policy_assignment_order).to eq(assignment_policy.assignment_order)
+      expect(inbox_assignment_policy.policy_conversation_priority).to eq(assignment_policy.conversation_priority)
+      expect(inbox_assignment_policy.policy_fair_distribution_limit).to eq(assignment_policy.fair_distribution_limit)
+      expect(inbox_assignment_policy.policy_fair_distribution_window).to eq(assignment_policy.fair_distribution_window)
+      expect(inbox_assignment_policy.policy_enabled?).to eq(assignment_policy.enabled?)
+    end
+  end
+
+  describe 'scopes' do
+    let!(:enabled_policy) { create(:assignment_policy, account: account, enabled: true) }
+    let!(:disabled_policy) { create(:assignment_policy, account: account, enabled: false) }
+    let(:inbox2) { create(:inbox, account: account) }
+    let!(:enabled_inbox_policy) { create(:inbox_assignment_policy, inbox: inbox, assignment_policy: enabled_policy) }
+    let!(:disabled_inbox_policy) { create(:inbox_assignment_policy, inbox: inbox2, assignment_policy: disabled_policy) }
+
+    describe '.enabled' do
+      it 'returns only inbox policies with enabled assignment policies' do
+        expect(described_class.enabled).to include(enabled_inbox_policy)
+        expect(described_class.enabled).not_to include(disabled_inbox_policy)
+      end
+    end
+
+    describe '.disabled' do
+      it 'returns only inbox policies with disabled assignment policies' do
+        expect(described_class.disabled).to include(disabled_inbox_policy)
+        expect(described_class.disabled).not_to include(enabled_inbox_policy)
+      end
+    end
+  end
+
+  describe '#webhook_data' do
+    it 'returns correct data structure' do
+      data = inbox_assignment_policy.webhook_data
+
+      expect(data).to include(
+        id: inbox_assignment_policy.id,
+        inbox_id: inbox.id,
+        assignment_policy_id: assignment_policy.id
+      )
+
+      expect(data[:policy]).to eq(assignment_policy.webhook_data)
+    end
+  end
+
+  describe 'cache management' do
+    it 'clears inbox cache on create' do
+      expect(Rails.cache).to receive(:delete).with("assignment_v2:inbox_policy:#{inbox.id}")
+
+      create(:inbox_assignment_policy, inbox: inbox, assignment_policy: assignment_policy)
+    end
+
+    it 'clears inbox cache on update' do
+      expect(Rails.cache).to receive(:delete).with("assignment_v2:inbox_policy:#{inbox.id}").at_least(:once)
+
+      inbox_assignment_policy.update!(updated_at: Time.current)
+    end
+
+    it 'clears inbox cache on destroy' do
+      expect(Rails.cache).to receive(:delete).with("assignment_v2:inbox_policy:#{inbox.id}").at_least(:once)
+
+      inbox_assignment_policy.destroy!
+    end
+
+    it 'updates account cache' do
+      # AccountCacheRevalidator concern should trigger cache update
+      expect(inbox_assignment_policy).to receive(:update_account_cache)
+
+      inbox_assignment_policy.send(:clear_inbox_cache)
+    end
+  end
+
+  describe 'business logic constraints' do
+    it 'prevents multiple policies per inbox' do
+      # Ensure first policy exists
+      inbox_assignment_policy
+
+      policy2 = create(:assignment_policy, account: account)
+
+      # Try to create a second policy for the same inbox
+      duplicate_policy = described_class.new(inbox: inbox, assignment_policy: policy2)
+      expect(duplicate_policy).not_to be_valid
+      expect(duplicate_policy.errors[:inbox_id]).to include('has already been taken')
+    end
+
+    it 'allows reassigning to different policy' do
+      policy2 = create(:assignment_policy, account: account)
+
+      expect do
+        inbox_assignment_policy.update!(assignment_policy: policy2)
+      end.not_to raise_error
+
+      expect(inbox_assignment_policy.reload.assignment_policy).to eq(policy2)
+    end
+  end
+
+  describe 'edge cases' do
+    it 'handles nil associations gracefully' do
+      # Build without saving to test nil handling
+      policy = build(:inbox_assignment_policy, inbox: nil, assignment_policy: nil)
+
+      expect { policy.valid? }.not_to raise_error
+      expect(policy).not_to be_valid
+    end
+
+    it 'handles policy deletion cascade' do
+      inbox_policy_id = inbox_assignment_policy.id
+
+      # Deleting policy should delete inbox assignment
+      assignment_policy.destroy!
+
+      expect(described_class.find_by(id: inbox_policy_id)).to be_nil
+    end
+
+    it 'handles inbox deletion cascade' do
+      inbox_policy_id = inbox_assignment_policy.id
+
+      # Deleting inbox should delete inbox assignment
+      inbox.destroy!
+
+      expect(described_class.find_by(id: inbox_policy_id)).to be_nil
+    end
+  end
+end
@@ -548,4 +548,69 @@ RSpec.describe Message do
      expect(presenter).to have_received(:outgoing_content)
    end
  end
+
+  describe '#auto_reply_email?' do
+    context 'when message is not an incoming email and inbox is not email' do
+      let(:conversation) { create(:conversation) }
+      let(:message) { create(:message, conversation: conversation, message_type: :outgoing) }
+
+      it 'returns false' do
+        expect(message.auto_reply_email?).to be false
+      end
+    end
+
+    context 'when message is an incoming email' do
+      let(:email_channel) { create(:channel_email) }
+      let(:email_inbox) { create(:inbox, channel: email_channel) }
+      let(:conversation) { create(:conversation, inbox: email_inbox) }
+
+      it 'returns false when auto_reply is not set to true' do
+        message = create(
+          :message,
+          conversation: conversation,
+          message_type: :incoming,
+          content_type: 'incoming_email',
+          content_attributes: {}
+        )
+        expect(message.auto_reply_email?).to be false
+      end
+
+      it 'returns true when auto_reply is set to true' do
+        message = create(
+          :message,
+          conversation: conversation,
+          message_type: :incoming,
+          content_type: 'incoming_email',
+          content_attributes: { email: { auto_reply: true } }
+        )
+        expect(message.auto_reply_email?).to be true
+      end
+    end
+
+    context 'when inbox is email' do
+      let(:email_channel) { create(:channel_email) }
+      let(:email_inbox) { create(:inbox, channel: email_channel) }
+      let(:conversation) { create(:conversation, inbox: email_inbox) }
+
+      it 'returns false when auto_reply is not set to true' do
+        message = create(
+          :message,
+          conversation: conversation,
+          message_type: :outgoing,
+          content_attributes: {}
+        )
+        expect(message.auto_reply_email?).to be false
+      end
+
+      it 'returns true when auto_reply is set to true' do
+        message = create(
+          :message,
+          conversation: conversation,
+          message_type: :outgoing,
+          content_attributes: { email: { auto_reply: true } }
+        )
+        expect(message.auto_reply_email?).to be true
+      end
+    end
+  end
 end
@@ -49,13 +49,15 @@ RSpec.describe MailPresenter do
                                :references,
                                :subject,
                                :text_content,
-                                :to
+                                :to,
+                                :auto_reply
                              ])
      expect(data[:content_type]).to include('multipart/alternative')
      expect(data[:date].to_s).to eq('2020-04-20T04:20:20-04:00')
      expect(data[:message_id]).to eq(mail.message_id)
      expect(data[:multipart]).to be(true)
      expect(data[:subject]).to eq(decorated_mail.subject)
+      expect(data[:auto_reply]).to eq(decorated_mail.auto_reply?)
    end

    it 'give email from in downcased format' do
@@ -136,6 +138,11 @@ RSpec.describe MailPresenter do
        expect(decorated_auto_reply_mail.auto_reply?).to be true
        expect(decorated_auto_reply_with_auto_submitted_mail.auto_reply?).to be true
      end
+
+      it 'includes auto_reply status in serialized_data' do
+        expect(decorated_auto_reply_mail.serialized_data[:auto_reply]).to be true
+        expect(decorated_mail.serialized_data[:auto_reply]).to be_falsey
+      end
    end
  end
 end
@@ -0,0 +1,329 @@
+# frozen_string_literal: true
+
+require 'rails_helper'
+
+RSpec.describe AssignmentV2::AssignmentService do
+  before do
+    # Mock the GlobalConfig to avoid InstallationConfig issues
+    allow(GlobalConfig).to receive(:get).and_return({})
+
+    # Define the constant if not already defined
+    stub_const('ASSIGNEE_CHANGED', 'assignee.changed') unless defined?(ASSIGNEE_CHANGED)
+    create(:inbox_member, inbox: inbox, user: agent1)
+    create(:inbox_member, inbox: inbox, user: agent2)
+    create(:inbox_member, inbox: inbox, user: agent3)
+
+    # Mock available agents to return inbox members
+    online_members = InboxMember.joins(:user).where(inbox: inbox, user: [agent1, agent2])
+    allow(inbox).to receive(:available_agents).and_return(online_members)
+  end
+
+  let(:account) { create(:account) }
+  let(:inbox) { create(:inbox, account: account) }
+  let(:assignment_policy) { create(:assignment_policy, account: account, enabled: true) }
+  let!(:inbox_assignment_policy) { create(:inbox_assignment_policy, inbox: inbox, assignment_policy: assignment_policy) }
+  let(:service) { described_class.new(inbox: inbox) }
+
+  # Create agents
+  let!(:agent1) { create(:user, account: account, role: :agent, availability: :online) }
+  let!(:agent2) { create(:user, account: account, role: :agent, availability: :online) }
+  let!(:agent3) { create(:user, account: account, role: :agent, availability: :offline) }
+
+  # Make agents members of inbox
+
+  describe '#perform_for_conversation' do
+    let(:conversation) { create(:conversation, inbox: inbox, assignee: nil) }
+
+    context 'when policy is enabled' do
+      before do
+        # Mock the selector to return an agent
+        selector = instance_double(AssignmentV2::RoundRobinSelector)
+        allow(AssignmentV2::RoundRobinSelector).to receive(:new).and_return(selector)
+        allow(selector).to receive(:select_agent).and_return(agent1)
+      end
+
+      it 'assigns conversation to an available agent' do
+        expect(service.perform_for_conversation(conversation)).to be true
+        expect(conversation.reload.assignee).to eq(agent1)
+      end
+
+      it 'dispatches assignment event' do
+        # The dispatcher is called from the assignment service and also from conversation model
+        allow(Rails.configuration.dispatcher).to receive(:dispatch)
+
+        service.perform_for_conversation(conversation)
+
+        expect(Rails.configuration.dispatcher).to have_received(:dispatch).with(
+          'assignee.changed',
+          anything,
+          hash_including(conversation: conversation, user: agent1)
+        ).at_least(:once)
+      end
+
+      it 'returns false when no agents are available' do
+        allow(inbox).to receive(:available_agents).and_return(InboxMember.none)
+        allow(Rails.logger).to receive(:warn)
+
+        expect(service.perform_for_conversation(conversation)).to be false
+        expect(conversation.reload.assignee).to be_nil
+      end
+    end
+
+    context 'when policy is disabled' do
+      before { assignment_policy.update!(enabled: false) }
+
+      it 'does not assign conversation' do
+        expect(service.perform_for_conversation(conversation)).to be false
+        expect(conversation.reload.assignee).to be_nil
+      end
+    end
+
+    context 'when conversation is already assigned' do
+      before { conversation.update!(assignee: agent1) }
+
+      it 'does not reassign conversation' do
+        expect(service.perform_for_conversation(conversation)).to be false
+        expect(conversation.reload.assignee).to eq(agent1)
+      end
+    end
+
+    context 'with round robin assignment' do
+      before do
+        assignment_policy.update!(assignment_order: :round_robin)
+
+        # Mock round robin selector to return agents in rotation
+        selector = instance_double(AssignmentV2::RoundRobinSelector)
+        allow(AssignmentV2::RoundRobinSelector).to receive(:new).and_return(selector)
+        agent_index = 0
+        allow(selector).to receive(:select_agent) do
+          agent = [agent1, agent2][agent_index % 2]
+          agent_index += 1
+          agent
+        end
+      end
+
+      it 'assigns agents in rotation' do
+        conversations = create_list(:conversation, 4, inbox: inbox, assignee: nil)
+
+        assignments = conversations.map do |conv|
+          service.perform_for_conversation(conv)
+          conv.reload.assignee
+        end
+
+        # Should rotate between available agents
+        expect(assignments[0]).to eq(agent1)
+        expect(assignments[1]).to eq(agent2)
+        expect(assignments[2]).to eq(agent1) # Back to first agent
+        expect(assignments[3]).to eq(agent2) # Back to second agent
+      end
+    end
+
+    context 'with balanced assignment' do
+      before do
+        # For now, just use round robin since balanced is enterprise only
+        # The test is verifying the service works, not the specific algorithm
+        selector = instance_double(AssignmentV2::RoundRobinSelector)
+        allow(AssignmentV2::RoundRobinSelector).to receive(:new).and_return(selector)
+        allow(selector).to receive(:select_agent).and_return(agent2)
+      end
+
+      it 'assigns conversations successfully' do
+        # Create existing assignments
+        create_list(:conversation, 3, inbox: inbox, assignee: agent1, status: :open)
+        create(:conversation, inbox: inbox, assignee: agent2, status: :open)
+
+        new_conversation = create(:conversation, inbox: inbox, assignee: nil)
+
+        expect(service.perform_for_conversation(new_conversation)).to be true
+        expect(new_conversation.reload.assignee).to eq(agent2)
+      end
+
+      it 'handles different conversation statuses' do
+        # Create resolved conversations (should not count)
+        create_list(:conversation, 5, inbox: inbox, assignee: agent1, status: :resolved)
+
+        # Create open conversation
+        create(:conversation, inbox: inbox, assignee: agent2, status: :open)
+
+        new_conversation = create(:conversation, inbox: inbox, assignee: nil)
+
+        expect(service.perform_for_conversation(new_conversation)).to be true
+        expect(new_conversation.reload.assignee).to eq(agent2) # Selected by mock
+      end
+    end
+
+    context 'when error occurs' do
+      before do
+        # Mock the selector to return an agent
+        selector = instance_double(AssignmentV2::RoundRobinSelector)
+        allow(AssignmentV2::RoundRobinSelector).to receive(:new).and_return(selector)
+        allow(selector).to receive(:select_agent).and_return(agent1)
+      end
+
+      it 'returns false and logs error on assignment failure' do
+        allow(conversation).to receive(:update!).and_raise(ActiveRecord::RecordInvalid.new(conversation))
+        expect(Rails.logger).to receive(:error).with(/Failed to assign conversation/)
+
+        expect(service.perform_for_conversation(conversation)).to be false
+      end
+    end
+  end
+
+  describe '#perform_bulk_assignment' do
+    before do
+      create_list(:conversation, 5, inbox: inbox, assignee: nil, status: :open)
+
+      # Mock the selector to return agents
+      selector = instance_double(AssignmentV2::RoundRobinSelector)
+      allow(AssignmentV2::RoundRobinSelector).to receive(:new).and_return(selector)
+      call_count = 0
+      allow(selector).to receive(:select_agent) do
+        call_count += 1
+        call_count.odd? ? agent1 : agent2
+      end
+    end
+
+    context 'when policy is enabled' do
+      it 'assigns multiple conversations' do
+        assigned_count = service.perform_bulk_assignment(limit: 3)
+
+        expect(assigned_count).to eq(3)
+        expect(inbox.conversations.unassigned.count).to eq(2)
+      end
+
+      it 'respects conversation priority order' do
+        # Clear existing conversations first
+        Conversation.destroy_all
+
+        # Create conversations with different timestamps
+        old_conversation = create(:conversation, inbox: inbox, assignee: nil, status: :open, created_at: 1.hour.ago)
+        new_conversation = create(:conversation, inbox: inbox, assignee: nil, status: :open, created_at: 1.minute.ago)
+
+        assignment_policy.update!(conversation_priority: :earliest_created)
+
+        # Re-create service after policy change
+        service_with_priority = described_class.new(inbox: inbox)
+
+        service_with_priority.perform_bulk_assignment(limit: 1)
+
+        expect(old_conversation.reload.assignee).not_to be_nil
+        expect(new_conversation.reload.assignee).to be_nil
+      end
+
+      it 'handles longest_waiting priority' do
+        # Clear existing conversations first
+        Conversation.destroy_all
+
+        # Create conversations with different last activity
+        inactive_conversation = create(:conversation, inbox: inbox, assignee: nil, status: :open, last_activity_at: 2.hours.ago)
+        active_conversation = create(:conversation, inbox: inbox, assignee: nil, status: :open, last_activity_at: 5.minutes.ago)
+
+        assignment_policy.update!(conversation_priority: :longest_waiting)
+
+        # Re-create service after policy change
+        service_with_priority = described_class.new(inbox: inbox)
+
+        service_with_priority.perform_bulk_assignment(limit: 1)
+
+        expect(inactive_conversation.reload.assignee).not_to be_nil
+        expect(active_conversation.reload.assignee).to be_nil
+      end
+
+      it 'returns 0 when no conversations to assign' do
+        Conversation.find_each { |c| c.update!(assignee_id: agent1.id) }
+
+        expect(service.perform_bulk_assignment).to eq(0)
+      end
+    end
+
+    context 'when policy is disabled' do
+      before { assignment_policy.update!(enabled: false) }
+
+      it 'does not assign any conversations' do
+        expect(service.perform_bulk_assignment).to eq(0)
+        expect(inbox.conversations.unassigned.count).to eq(5)
+      end
+    end
+  end
+
+  describe 'enterprise capacity features' do
+    let(:conversation) { create(:conversation, inbox: inbox, assignee: nil) }
+
+    before do
+      # Mock enterprise availability
+      stub_const('Enterprise', Module.new)
+      stub_const('Enterprise::AssignmentV2::CapacityManager', Class.new)
+
+      # Mock the selector to return agent1
+      selector = instance_double(AssignmentV2::RoundRobinSelector)
+      allow(AssignmentV2::RoundRobinSelector).to receive(:new).and_return(selector)
+      allow(selector).to receive(:select_agent).and_return(agent1)
+    end
+
+    it 'uses round robin when enterprise features are available' do
+      expect(service.perform_for_conversation(conversation)).to be true
+      expect(conversation.reload.assignee).to eq(agent1)
+    end
+
+    it 'handles absence of enterprise features gracefully' do
+      # Remove enterprise constant
+      hide_const('Enterprise')
+
+      # Service should still work with round robin
+      expect(service.perform_for_conversation(conversation)).to be true
+      expect(conversation.reload.assignee).to eq(agent1)
+    end
+  end
+
+  describe 'cache management' do
+    it 'uses cache for round robin state' do
+      assignment_policy.update!(assignment_order: :round_robin)
+
+      # Mock the selector and round robin service
+      selector = instance_double(AssignmentV2::RoundRobinSelector)
+      allow(AssignmentV2::RoundRobinSelector).to receive(:new).and_return(selector)
+      allow(selector).to receive(:select_agent).and_return(agent1)
+
+      # Create and assign conversations
+      conversation1 = create(:conversation, inbox: inbox, assignee: nil)
+      service.perform_for_conversation(conversation1)
+
+      conversation2 = create(:conversation, inbox: inbox, assignee: nil)
+      service.perform_for_conversation(conversation2)
+
+      # Just verify assignments worked
+      expect(conversation1.reload.assignee).to eq(agent1)
+      expect(conversation2.reload.assignee).to eq(agent1)
+    end
+  end
+
+  describe 'edge cases' do
+    it 'handles inbox without policy gracefully' do
+      inbox_assignment_policy.destroy!
+      conversation = create(:conversation, inbox: inbox, assignee: nil)
+
+      expect(service.perform_for_conversation(conversation)).to be false
+    end
+
+    it 'handles empty agent list' do
+      allow(inbox).to receive(:available_agents).and_return(InboxMember.none)
+      conversation = create(:conversation, inbox: inbox, assignee: nil)
+
+      expect(service.perform_for_conversation(conversation)).to be false
+    end
+
+    it 'filters out agents without inbox membership' do
+      non_member_agent = create(:user, account: account, role: :agent, availability: :online)
+      conversation = create(:conversation, inbox: inbox, assignee: nil)
+
+      # Mock selector to return agent1 (who is a member)
+      selector = instance_double(AssignmentV2::RoundRobinSelector)
+      allow(AssignmentV2::RoundRobinSelector).to receive(:new).and_return(selector)
+      allow(selector).to receive(:select_agent).and_return(agent1)
+
+      expect(service.perform_for_conversation(conversation)).to be true
+      expect(conversation.reload.assignee).not_to eq(non_member_agent)
+      expect(conversation.reload.assignee).to eq(agent1)
+    end
+  end
+end
@@ -0,0 +1,293 @@
+# frozen_string_literal: true
+
+require 'rails_helper'
+
+RSpec.describe AssignmentV2::RateLimiter, type: :service do
+  before do
+    # Mock GlobalConfig to avoid InstallationConfig issues
+    allow(GlobalConfig).to receive(:get).and_return({})
+    redis = Redis.new(Redis::Config.app)
+    redis.flushdb if Rails.env.test?
+
+    # Ensure inbox_assignment_policy exists so the inbox has a policy
+    inbox_assignment_policy
+  end
+
+  let(:account) { create(:account) }
+  let(:policy) { create(:assignment_policy, account: account, fair_distribution_limit: 5, fair_distribution_window: 3600) }
+  let(:agent) { create(:user, account: account) }
+  let(:inbox) { create(:inbox, account: account) }
+  let(:inbox_assignment_policy) { create(:inbox_assignment_policy, inbox: inbox, assignment_policy: policy) }
+  let(:rate_limiter) { described_class.new(inbox: inbox, user: agent) }
+
+  describe '#initialize' do
+    it 'sets up rate limiter with inbox and user' do
+      expect(rate_limiter.instance_variable_get(:@inbox)).to eq(inbox)
+      expect(rate_limiter.instance_variable_get(:@user)).to eq(agent)
+    end
+  end
+
+  describe '#within_limits?' do
+    context 'when agent has no assignments in current window' do
+      it 'returns true' do
+        expect(rate_limiter.within_limits?).to be true
+      end
+    end
+
+    context 'when agent is below limit' do
+      before do
+        # Simulate 3 assignments in current window
+        3.times { rate_limiter.record_assignment(create(:conversation)) }
+      end
+
+      it 'returns true' do
+        expect(rate_limiter.within_limits?).to be true
+      end
+    end
+
+    context 'when agent reaches limit' do
+      before do
+        # Simulate reaching the limit (5 assignments)
+        5.times { rate_limiter.record_assignment(create(:conversation)) }
+      end
+
+      it 'returns false' do
+        expect(rate_limiter.within_limits?).to be false
+      end
+    end
+
+    context 'when agent exceeds limit' do
+      before do
+        # Simulate exceeding the limit
+        6.times { rate_limiter.record_assignment(create(:conversation)) }
+      end
+
+      it 'returns false' do
+        expect(rate_limiter.within_limits?).to be false
+      end
+    end
+  end
+
+  describe '#record_assignment' do
+    let(:conversation) { create(:conversation, inbox: inbox) }
+
+    it 'increments assignment count for agent' do
+      initial_status = rate_limiter.status
+      rate_limiter.record_assignment(conversation)
+      new_status = rate_limiter.status
+
+      expect(new_status[:current_count]).to eq(initial_status[:current_count] + 1)
+    end
+
+    it 'sets expiration on the key' do
+      rate_limiter.record_assignment(conversation)
+
+      current_window = (Time.current.to_i / 3600) * 3600
+      key = "assignment_v2:rate_limit:#{agent.id}:#{current_window}"
+
+      redis = Redis.new(Redis::Config.app)
+      ttl = redis.ttl(key)
+      expect(ttl).to be > 0
+      expect(ttl).to be <= 3600
+    end
+
+    context 'when Redis fails' do
+      before do
+        redis_double = instance_double(Redis)
+        allow(Redis).to receive(:new).and_return(redis_double)
+        allow(redis_double).to receive(:multi).and_raise(Redis::ConnectionError)
+        allow(Rails.logger).to receive(:error)
+      end
+
+      it 'raises error' do
+        expect { rate_limiter.record_assignment(conversation) }.to raise_error(Redis::ConnectionError)
+      end
+    end
+  end
+
+  describe '#status' do
+    it 'returns correct status for agent with no assignments' do
+      status = rate_limiter.status
+      expect(status[:current_count]).to eq(0)
+      expect(status[:within_limits]).to be true
+      expect(status[:limit]).to eq(5)
+    end
+
+    it 'returns correct count after assignments' do
+      3.times { rate_limiter.record_assignment(create(:conversation)) }
+      status = rate_limiter.status
+      expect(status[:current_count]).to eq(3)
+      expect(status[:within_limits]).to be true
+    end
+
+    context 'when Redis fails' do
+      before do
+        redis_double = instance_double(Redis)
+        allow(Redis).to receive(:new).and_return(redis_double)
+        allow(redis_double).to receive(:get).and_raise(Redis::ConnectionError)
+        allow(Rails.logger).to receive(:error)
+      end
+
+      it 'raises error' do
+        expect { rate_limiter.status }.to raise_error(Redis::ConnectionError)
+      end
+    end
+  end
+
+  describe 'remaining assignments' do
+    it 'returns full limit when no assignments made' do
+      status = rate_limiter.status
+      expect(status[:limit] - status[:current_count]).to eq(5)
+    end
+
+    it 'returns correct remaining count' do
+      2.times { rate_limiter.record_assignment(create(:conversation)) }
+      status = rate_limiter.status
+      expect(status[:limit] - status[:current_count]).to eq(3)
+    end
+
+    it 'returns 0 when limit reached' do
+      5.times { rate_limiter.record_assignment(create(:conversation)) }
+      status = rate_limiter.status
+      expect(status[:limit] - status[:current_count]).to eq(0)
+    end
+
+    it 'returns negative when limit exceeded' do
+      6.times { rate_limiter.record_assignment(create(:conversation)) }
+      status = rate_limiter.status
+      expect(status[:limit] - status[:current_count]).to eq(-1)
+    end
+  end
+
+  describe 'assignment capacity checks' do
+    it 'returns true when agent has remaining capacity' do
+      2.times { rate_limiter.record_assignment(create(:conversation)) }
+      expect(rate_limiter.within_limits?).to be true
+    end
+
+    it 'returns false when agent has no capacity' do
+      5.times { rate_limiter.record_assignment(create(:conversation)) }
+      expect(rate_limiter.within_limits?).to be false
+    end
+
+    it 'correctly tracks multiple assignments' do
+      3.times { rate_limiter.record_assignment(create(:conversation)) }
+
+      status = rate_limiter.status
+      expect(status[:current_count]).to eq(3)
+      expect(status[:within_limits]).to be true
+      expect(status[:limit] - status[:current_count]).to eq(2)
+    end
+  end
+
+  describe 'multiple agents' do
+    let(:agent2) { create(:user, account: account) }
+    let(:rate_limiter2) { described_class.new(inbox: inbox, user: agent2) }
+
+    before do
+      2.times { rate_limiter.record_assignment(create(:conversation)) }
+      4.times { rate_limiter2.record_assignment(create(:conversation)) }
+    end
+
+    it 'tracks status independently for each agent' do
+      status1 = rate_limiter.status
+      status2 = rate_limiter2.status
+
+      expect(status1[:current_count]).to eq(2)
+      expect(status1[:within_limits]).to be true
+      expect(status1[:limit] - status1[:current_count]).to eq(3)
+
+      expect(status2[:current_count]).to eq(4)
+      expect(status2[:within_limits]).to be true
+      expect(status2[:limit] - status2[:current_count]).to eq(1)
+    end
+  end
+
+  describe 'reset functionality' do
+    before do
+      3.times { rate_limiter.record_assignment(create(:conversation)) }
+    end
+
+    it 'can be reset by clearing Redis key' do
+      status_before = rate_limiter.status
+      expect(status_before[:current_count]).to eq(3)
+
+      # Manually clear the key
+      redis = Redis.new(Redis::Config.app)
+      current_window = (Time.current.to_i / 3600) * 3600
+      key = "assignment_v2:rate_limit:#{agent.id}:#{current_window}"
+      redis.del(key)
+
+      status_after = rate_limiter.status
+      expect(status_after[:current_count]).to eq(0)
+    end
+
+    context 'when Redis fails' do
+      before do
+        redis_double = instance_double(Redis)
+        allow(Redis).to receive(:new).and_return(redis_double)
+        allow(redis_double).to receive(:del).and_raise(Redis::ConnectionError)
+        allow(Rails.logger).to receive(:error)
+      end
+
+      it 'raises error' do
+        redis = Redis.new(Redis::Config.app)
+        current_window = (Time.current.to_i / 3600) * 3600
+        key = "assignment_v2:rate_limit:#{agent.id}:#{current_window}"
+        expect { redis.del(key) }.to raise_error(Redis::ConnectionError)
+      end
+    end
+  end
+
+  describe 'window timing' do
+    it 'calculates reset time correctly' do
+      # Mock current time to make test predictable
+      travel_to(Time.zone.parse('2024-01-01 10:30:00')) do
+        status = rate_limiter.status
+        reset_time = status[:reset_at]
+
+        expect(reset_time).to be_a(Time)
+        expect(reset_time).to be > Time.current
+        expect(reset_time - Time.current).to be <= 3600
+      end
+    end
+  end
+
+  describe 'window boundaries' do
+    it 'resets count in new window' do
+      # Set up assignment in current window
+      2.times { rate_limiter.record_assignment(create(:conversation)) }
+      expect(rate_limiter.status[:current_count]).to eq(2)
+
+      # Travel to next window (advance by window size)
+      travel(3601.seconds) do
+        expect(rate_limiter.status[:current_count]).to eq(0)
+        expect(rate_limiter.within_limits?).to be true
+      end
+    end
+  end
+
+  describe 'concurrent access' do
+    it 'handles concurrent increments correctly' do
+      threads = []
+      results = []
+      mutex = Mutex.new
+
+      # Simulate concurrent assignment requests
+      5.times do
+        threads << Thread.new do
+          within_limits = rate_limiter.within_limits?
+          mutex.synchronize { results << within_limits }
+          rate_limiter.record_assignment(create(:conversation)) if within_limits
+        end
+      end
+
+      threads.each(&:join)
+
+      # Final count should not exceed the limit
+      final_count = rate_limiter.status[:current_count]
+      expect(final_count).to be <= 5
+      expect(results.count(true)).to eq(final_count)
+    end
+  end
+end
@@ -0,0 +1,145 @@
+# frozen_string_literal: true
+
+require 'rails_helper'
+
+RSpec.describe AssignmentV2::RoundRobinSelector, type: :service do
+  before do
+    # Mock GlobalConfig to avoid InstallationConfig issues
+    allow(GlobalConfig).to receive(:get).and_return({})
+    create(:inbox_member, inbox: inbox, user: user1)
+    create(:inbox_member, inbox: inbox, user: user2)
+    create(:inbox_member, inbox: inbox, user: user3)
+  end
+
+  let(:account) { create(:account) }
+  let(:inbox) { create(:inbox, account: account) }
+  let(:policy) { create(:assignment_policy, account: account) }
+  let(:user1) { create(:user, account: account, availability: :online) }
+  let(:user2) { create(:user, account: account, availability: :online) }
+  let(:user3) { create(:user, account: account, availability: :offline) }
+
+  describe '#select_agent' do
+    let(:selector) { described_class.new(inbox: inbox) }
+    let(:round_robin_service) { instance_double(AutoAssignment::InboxRoundRobinService) }
+    let(:available_agents) { InboxMember.where(inbox: inbox, user: [user1, user2]) }
+
+    before do
+      allow(AutoAssignment::InboxRoundRobinService).to receive(:new).with(inbox: inbox).and_return(round_robin_service)
+    end
+
+    context 'when Redis is available' do
+      before do
+        allow(round_robin_service).to receive(:available_agent).with(allowed_agent_ids: [user1.id.to_s, user2.id.to_s]).and_return(user1.id.to_s)
+      end
+
+      it 'returns an online agent' do
+        result = selector.select_agent(available_agents)
+        expect(result).to eq(user1)
+      end
+
+      it 'excludes offline agents' do
+        result = selector.select_agent(available_agents)
+        expect(result).not_to eq(user3)
+      end
+
+      it 'handles no available agent gracefully' do
+        allow(round_robin_service).to receive(:available_agent).with(allowed_agent_ids: [user1.id.to_s, user2.id.to_s]).and_return(nil)
+        result = selector.select_agent(available_agents)
+        expect(result).to be_nil
+      end
+    end
+
+    context 'when Redis fails' do
+      before do
+        allow(round_robin_service).to receive(:available_agent).and_raise(Redis::CannotConnectError)
+      end
+
+      it 'raises the error' do
+        expect { selector.select_agent(available_agents) }.to raise_error(Redis::CannotConnectError)
+      end
+    end
+
+    context 'with empty available agents' do
+      it 'returns nil when no agents are available' do
+        result = selector.select_agent(InboxMember.none)
+        expect(result).to be_nil
+      end
+    end
+
+    context 'with different user IDs' do
+      it 'correctly finds the inbox member by user_id' do
+        allow(round_robin_service).to receive(:available_agent).with(allowed_agent_ids: [user1.id.to_s, user2.id.to_s]).and_return(user2.id.to_s)
+
+        result = selector.select_agent(available_agents)
+        expect(result).to eq(user2)
+      end
+    end
+  end
+
+  describe '#add_agent_to_queue' do
+    let(:selector) { described_class.new(inbox: inbox) }
+    let(:round_robin_service) { instance_double(AutoAssignment::InboxRoundRobinService) }
+
+    before do
+      allow(AutoAssignment::InboxRoundRobinService).to receive(:new).with(inbox: inbox).and_return(round_robin_service)
+    end
+
+    it 'delegates to round robin service' do
+      expect(round_robin_service).to receive(:add_agent_to_queue).with(user1.id)
+      selector.add_agent_to_queue(user1.id)
+    end
+  end
+
+  describe '#remove_agent_from_queue' do
+    let(:selector) { described_class.new(inbox: inbox) }
+    let(:round_robin_service) { instance_double(AutoAssignment::InboxRoundRobinService) }
+
+    before do
+      allow(AutoAssignment::InboxRoundRobinService).to receive(:new).with(inbox: inbox).and_return(round_robin_service)
+    end
+
+    it 'delegates to round robin service' do
+      expect(round_robin_service).to receive(:remove_agent_from_queue).with(user1.id)
+      selector.remove_agent_from_queue(user1.id)
+    end
+  end
+
+  describe '#reset_queue' do
+    let(:selector) { described_class.new(inbox: inbox) }
+    let(:round_robin_service) { instance_double(AutoAssignment::InboxRoundRobinService) }
+
+    before do
+      allow(AutoAssignment::InboxRoundRobinService).to receive(:new).with(inbox: inbox).and_return(round_robin_service)
+    end
+
+    it 'delegates to round robin service' do
+      expect(round_robin_service).to receive(:reset_queue)
+      selector.reset_queue
+    end
+  end
+
+  describe 'edge cases' do
+    let(:selector) { described_class.new(inbox: inbox) }
+    let(:round_robin_service) { instance_double(AutoAssignment::InboxRoundRobinService) }
+    let(:available_agents) { InboxMember.where(inbox: inbox, user: [user1, user2]) }
+
+    before do
+      allow(AutoAssignment::InboxRoundRobinService).to receive(:new).with(inbox: inbox).and_return(round_robin_service)
+    end
+
+    it 'handles invalid user_id from round robin service' do
+      allow(round_robin_service).to receive(:available_agent).and_return('invalid_id')
+
+      result = selector.select_agent(available_agents)
+      expect(result).to be_nil
+    end
+
+    it 'handles user_id not in available agents' do
+      other_user = create(:user, account: account)
+      allow(round_robin_service).to receive(:available_agent).and_return(other_user.id.to_s)
+
+      result = selector.select_agent(available_agents)
+      expect(result).to be_nil
+    end
+  end
+end
@@ -111,6 +111,35 @@ describe MessageTemplates::HookExecutionService do
    end
  end

+  context 'when message is an auto reply email' do
+    it 'does not call any template hooks' do
+      contact = create(:contact)
+      conversation = create(:conversation, contact: contact)
+      conversation.inbox.update(greeting_enabled: true, enable_email_collect: true, greeting_message: 'Hi, this is a greeting message')
+
+      message = create(:message, conversation: conversation, content_type: :incoming_email)
+      message.content_attributes = { email: { auto_reply: true } }
+      message.save!
+
+      greeting_service = double
+      email_collect_service = double
+      out_of_office_service = double
+
+      allow(MessageTemplates::Template::Greeting).to receive(:new).and_return(greeting_service)
+      allow(greeting_service).to receive(:perform).and_return(true)
+      allow(MessageTemplates::Template::EmailCollect).to receive(:new).and_return(email_collect_service)
+      allow(email_collect_service).to receive(:perform).and_return(true)
+      allow(MessageTemplates::Template::OutOfOffice).to receive(:new).and_return(out_of_office_service)
+      allow(out_of_office_service).to receive(:perform).and_return(true)
+
+      described_class.new(message: message).perform
+
+      expect(MessageTemplates::Template::Greeting).not_to have_received(:new)
+      expect(MessageTemplates::Template::EmailCollect).not_to have_received(:new)
+      expect(MessageTemplates::Template::OutOfOffice).not_to have_received(:new)
+    end
+  end
+
  context 'when it is after working hours' do
    it 'calls ::MessageTemplates::Template::OutOfOffice' do
      contact = create(:contact)
@@ -282,5 +282,51 @@ describe Twilio::IncomingMessageService do
        expect(message.attachments.first.file_type).to eq('location')
      end
    end
+
+    context 'when ProfileName is provided for WhatsApp' do
+      it 'uses ProfileName as contact name' do
+        params = {
+          SmsSid: 'SMxx',
+          From: '+1234567890',
+          AccountSid: 'ACxxx',
+          MessagingServiceSid: twilio_channel.messaging_service_sid,
+          Body: 'Hello with profile name',
+          ProfileName: 'John Doe'
+        }
+
+        described_class.new(params: params).perform
+        contact = twilio_channel.inbox.contacts.find_by(phone_number: '+1234567890')
+        expect(contact.name).to eq('John Doe')
+      end
+
+      it 'falls back to formatted phone number when ProfileName is blank' do
+        params = {
+          SmsSid: 'SMxx',
+          From: '+1234567890',
+          AccountSid: 'ACxxx',
+          MessagingServiceSid: twilio_channel.messaging_service_sid,
+          Body: 'Hello without profile name',
+          ProfileName: ''
+        }
+
+        described_class.new(params: params).perform
+        contact = twilio_channel.inbox.contacts.find_by(phone_number: '+1234567890')
+        expect(contact.name).to eq('1234567890')
+      end
+
+      it 'uses formatted phone number when ProfileName is not provided' do
+        params = {
+          SmsSid: 'SMxx',
+          From: '+1234567890',
+          AccountSid: 'ACxxx',
+          MessagingServiceSid: twilio_channel.messaging_service_sid,
+          Body: 'Regular SMS message'
+        }
+
+        described_class.new(params: params).perform
+        contact = twilio_channel.inbox.contacts.find_by(phone_number: '+1234567890')
+        expect(contact.name).to eq('1234567890')
+      end
+    end
  end
 end
Author	SHA1	Message	Date
Tanmay Sharma	933d310185	assignment_v2: add inbox concerns used by Inbox	2025-08-11 09:09:32 +05:30
Tanmay Sharma	9f1a2b53ae	assignment_v2: keep routes minimal for assignment policy only (revert other feature routes)	2025-08-11 09:08:01 +05:30
Tanmay Sharma	b2ada112d7	assignment_v2: import assignment policy controllers/models/services/job/policy/specs	2025-08-11 09:06:30 +05:30
Sivin VargheseandGitHub	304c938260	fix: Styles issues with conversation card (#12107 ) # Pull Request Template ## Description This PR includes the following changes: 1. Fixes a couple of UI issues. 2. Moves all styles to inline classes. 3. Migrates the `ConversationCard.vue` component from the Options API to the Composition API. ## Type of change - [x] Bug fix (non-breaking change which fixes an issue) ## How Has This Been Tested? ### Screenshots Before <img width="353" height="550" alt="image" src="https://github.com/user-attachments/assets/070c9bf1-6077-48d8-832d-79037b794f42" /> After <img width="353" height="541" alt="image" src="https://github.com/user-attachments/assets/c54bf69c-d175-45cf-a6fe-9c7ab6f66226" /> ## Checklist: - [x] My code follows the style guidelines of this project - [x] I have performed a self-review of my code - [ ] I have commented on my code, particularly in hard-to-understand areas - [ ] I have made corresponding changes to the documentation - [x] My changes generate no new warnings - [ ] I have added tests that prove my fix is effective or that my feature works - [x] New and existing unit tests pass locally with my changes - [ ] Any dependent changes have been merged and published in downstream modules	2025-08-06 15:28:38 +05:30
Sivin VargheseandGitHub	d5286c9535	fix: Installation name not showing (#12096 )	2025-08-06 13:11:22 +05:30
Muhsin KelothandGitHub	855dd590ab	fix: Use WhatsApp profile name for contacts created via Twilio (#12105 ) - Use `ProfileName` parameter from Twilio WhatsApp webhooks when creating contacts - Fall back to formatted phone number for regular SMS contacts	2025-08-05 13:55:24 +05:30
Pranav GitHub Muhsin Keloth	7e70f7a68a	fix: Disable automations on auto-reply emails (#12101 ) The term "sorcerer’s apprentice mode" is defined as a bug in a protocol where, under some circumstances, the receipt of a message causes multiple messages to be sent, each of which, when received, triggers the same bug. - RFC3834 Reference: https://github.com/chatwoot/chatwoot/pull/9606 This PR: - Adds an auto_reply attribute to message. - Adds an auto_reply attribute to conversation. - Disable conversation_created / conversation_opened event if auto_reply is set. - Disable message_created event if auto_reply is set. --------- Co-authored-by: Muhsin Keloth <muhsinkeramam@gmail.com>	2025-08-05 13:17:06 +05:30
Sivin VargheseandGitHub	84fd769570	fix: Overflow issue with conversation card (#12104 ) # Pull Request Template ## Description This PR fixes a minor UI overflow issue in the conversation card, where the assignee name overflows when the inbox name is too long. ## Type of change - [x] Bug fix (non-breaking change which fixes an issue) ## How Has This Been Tested? ### Screenshot Before <img width="424" height="88" alt="image" src="https://github.com/user-attachments/assets/4f6a73bb-2de6-4f42-9a01-e4e71c332721" /> After <img width="424" height="88" alt="image" src="https://github.com/user-attachments/assets/11d24f5f-94ec-4ad8-b9ad-5d3f101d26c1" /> ## Checklist: - [x] My code follows the style guidelines of this project - [x] I have performed a self-review of my code - [ ] I have commented on my code, particularly in hard-to-understand areas - [ ] I have made corresponding changes to the documentation - [x] My changes generate no new warnings - [ ] I have added tests that prove my fix is effective or that my feature works - [x] New and existing unit tests pass locally with my changes - [ ] Any dependent changes have been merged and published in downstream modules	2025-08-05 12:22:29 +05:30