assignment_v2: import enterprise agent capacity policies/models/services and wiring

app/controllers/api/v1/accounts/agent_capacity_policies_controller.rb

@@ -0,0 +1,176 @@
+# frozen_string_literal: true
+
+class Api::V1::Accounts::AgentCapacityPoliciesController < Api::V1::Accounts::BaseController
+  before_action :ensure_enterprise_account
+  before_action :fetch_agent_capacity_policy, only: [:show, :update, :destroy, :set_inbox_limit, :remove_inbox_limit, :assign_user, :remove_user]
+  before_action :check_authorization
+
+  def index
+    @agent_capacity_policies = Enterprise::AgentCapacityPolicy.where(account_id: Current.account.id).includes(:users, :inbox_capacity_limits)
+    render json: { agent_capacity_policies: serialize_agent_capacity_policies(@agent_capacity_policies) }
+  end
+
+  def show
+    render json: { agent_capacity_policy: serialize_agent_capacity_policy(@agent_capacity_policy) }
+  end
+
+  def create
+    @agent_capacity_policy = Enterprise::AgentCapacityPolicy.new(agent_capacity_policy_params)
+    @agent_capacity_policy.account_id = Current.account.id
+
+    if @agent_capacity_policy.save
+      render json: { agent_capacity_policy: serialize_agent_capacity_policy(@agent_capacity_policy) }, status: :created
+    else
+      render json: { errors: @agent_capacity_policy.errors.full_messages }, status: :unprocessable_entity
+    end
+  end
+
+  def update
+    if @agent_capacity_policy.update(agent_capacity_policy_params)
+      render json: { agent_capacity_policy: serialize_agent_capacity_policy(@agent_capacity_policy) }
+    else
+      render json: { errors: @agent_capacity_policy.errors.full_messages }, status: :unprocessable_entity
+    end
+  end
+
+  def destroy
+    if @agent_capacity_policy.destroy
+      head :ok
+    else
+      render json: { errors: @agent_capacity_policy.errors.full_messages }, status: :unprocessable_entity
+    end
+  end
+
+  # Set inbox capacity limit for a policy
+  def set_inbox_limit
+    inbox = Current.account.inboxes.find(params[:inbox_id])
+    inbox_limit = @agent_capacity_policy.inbox_capacity_limits.find_or_initialize_by(inbox: inbox)
+
+    if inbox_limit.update(conversation_limit: params[:conversation_limit])
+      render json: {
+        inbox_capacity_limit: serialize_inbox_capacity_limit(inbox_limit)
+      }
+    else
+      render json: { errors: inbox_limit.errors.full_messages }, status: :unprocessable_entity
+    end
+  end
+
+  # Remove inbox capacity limit from a policy
+  def remove_inbox_limit
+    inbox = Current.account.inboxes.find(params[:inbox_id])
+    inbox_limit = @agent_capacity_policy.inbox_capacity_limits.find_by(inbox: inbox)
+
+    if inbox_limit
+      if inbox_limit.destroy
+        head :ok
+      else
+        render json: { errors: inbox_limit.errors.full_messages }, status: :unprocessable_entity
+      end
+    else
+      render json: { error: 'Inbox limit not found' }, status: :not_found
+    end
+  end
+
+  # Assign a user to a capacity policy
+  def assign_user
+    user = Current.account.users.find(params[:user_id])
+    account_user = Current.account.account_users.find_by!(user: user)
+
+    # Update the account_user to assign to this policy
+    if account_user.update(agent_capacity_policy_id: @agent_capacity_policy.id)
+      render json: {
+        message: 'User assigned successfully',
+        user_id: user.id,
+        agent_capacity_policy_id: @agent_capacity_policy.id
+      }
+    else
+      render json: { errors: account_user.errors.full_messages }, status: :unprocessable_entity
+    end
+  end
+
+  # Remove a user from a capacity policy
+  def remove_user
+    user = Current.account.users.find(params[:user_id])
+    account_user = Current.account.account_users.find_by!(user: user)
+
+    if account_user.agent_capacity_policy_id == @agent_capacity_policy.id
+      if account_user.update(agent_capacity_policy_id: nil)
+        head :ok
+      else
+        render json: { errors: account_user.errors.full_messages }, status: :unprocessable_entity
+      end
+    else
+      render json: { error: 'User not assigned to this policy' }, status: :not_found
+    end
+  end
+
+  # Get current capacity status for an agent
+  def agent_capacity
+    user = Current.account.users.find(params[:agent_id])
+    inbox = params[:inbox_id] ? Current.account.inboxes.find(params[:inbox_id]) : nil
+
+    capacity_service = Enterprise::AssignmentV2::CapacityService.new
+    capacity_data = if inbox
+                      capacity_service.get_agent_capacity(user, inbox)
+                    else
+                      capacity_service.get_agent_overall_capacity(user)
+                    end
+
+    render json: { agent_capacity: capacity_data }
+  end
+
+  private
+
+  def ensure_enterprise_account
+    return if Current.account.feature_enabled?(:enterprise_agent_capacity)
+
+    render json: {
+      error: 'Agent capacity policies are only available for enterprise accounts'
+    }, status: :forbidden
+  end
+
+  def fetch_agent_capacity_policy
+    @agent_capacity_policy = Enterprise::AgentCapacityPolicy
+                             .where(account_id: Current.account.id)
+                             .includes(:users, inbox_capacity_limits: :inbox)
+                             .find(params[:id])
+  end
+
+  def agent_capacity_policy_params
+    params.require(:agent_capacity_policy).permit(:name, :description, exclusion_rules: {})
+  end
+
+  def check_authorization
+    authorize(Enterprise::AgentCapacityPolicy) if defined?(Enterprise::AgentCapacityPolicy)
+  end
+
+  def serialize_agent_capacity_policy(policy)
+    {
+      id: policy.id,
+      name: policy.name,
+      description: policy.description,
+      exclusion_rules: policy.exclusion_rules,
+      user_count: policy.users.count,
+      inbox_limit_count: policy.inbox_capacity_limits.count,
+      inbox_limits: policy.inbox_capacity_limits.map { |limit| serialize_inbox_capacity_limit(limit) },
+      users: policy.users.map { |user| { id: user.id, name: user.name, email: user.email, avatar_url: user.avatar_url } },
+      created_at: policy.created_at,
+      updated_at: policy.updated_at
+    }
+  end
+
+  def serialize_agent_capacity_policies(policies)
+    policies.map { |policy| serialize_agent_capacity_policy(policy) }
+  end
+
+  def serialize_inbox_capacity_limit(limit)
+    {
+      id: limit.id,
+      inbox_id: limit.inbox_id,
+      inbox_name: limit.inbox.name,
+      conversation_limit: limit.conversation_limit,
+      created_at: limit.created_at,
+      updated_at: limit.updated_at
+    }
+  end
+end

app/models/account.rb

@@ -28,6 +28,7 @@ class Account < ApplicationRecord
   include Reportable
   include Featurable
   include CacheKeys
+  include AssignmentV2FeatureFlag
 
   SETTINGS_PARAMS_SCHEMA = {
     'type': 'object',
@@ -97,6 +98,11 @@ class Account < ApplicationRecord
   has_many :webhooks, dependent: :destroy_async
   has_many :whatsapp_channels, dependent: :destroy_async, class_name: '::Channel::Whatsapp'
   has_many :working_hours, dependent: :destroy_async
+  has_many :leaves, dependent: :destroy_async, class_name: 'Leave'
+
+  # Assignment V2 associations
+  has_many :assignment_policies, dependent: :destroy_async
+  has_many :agent_capacity_policies, dependent: :destroy_async, class_name: 'Enterprise::AgentCapacityPolicy' if ChatwootApp.enterprise?
 
   has_one_attached :contacts_export
 

app/models/account_user.rb

@@ -2,24 +2,26 @@
 #
 # Table name: account_users
 #
-#  id             :bigint           not null, primary key
-#  active_at      :datetime
-#  auto_offline   :boolean          default(TRUE), not null
-#  availability   :integer          default("online"), not null
-#  role           :integer          default("agent")
-#  created_at     :datetime         not null
-#  updated_at     :datetime         not null
-#  account_id     :bigint
-#  custom_role_id :bigint
-#  inviter_id     :bigint
-#  user_id        :bigint
+#  id                       :bigint           not null, primary key
+#  active_at                :datetime
+#  auto_offline             :boolean          default(TRUE), not null
+#  availability             :integer          default("online"), not null
+#  role                     :integer          default("agent")
+#  created_at               :datetime         not null
+#  updated_at               :datetime         not null
+#  account_id               :bigint
+#  agent_capacity_policy_id :bigint
+#  custom_role_id           :bigint
+#  inviter_id               :bigint
+#  user_id                  :bigint
 #
 # Indexes
 #
-#  index_account_users_on_account_id      (account_id)
-#  index_account_users_on_custom_role_id  (custom_role_id)
-#  index_account_users_on_user_id         (user_id)
-#  uniq_user_id_per_account_id            (account_id,user_id) UNIQUE
+#  index_account_users_on_account_id                (account_id)
+#  index_account_users_on_agent_capacity_policy_id  (agent_capacity_policy_id)
+#  index_account_users_on_custom_role_id            (custom_role_id)
+#  index_account_users_on_user_id                   (user_id)
+#  uniq_user_id_per_account_id                      (account_id,user_id) UNIQUE
 #
 
 class AccountUser < ApplicationRecord
@@ -28,6 +30,9 @@ class AccountUser < ApplicationRecord
   belongs_to :account
   belongs_to :user
   belongs_to :inviter, class_name: 'User', optional: true
+  belongs_to :agent_capacity_policy, class_name: 'Enterprise::AgentCapacityPolicy', optional: true
+
+  has_many :leaves, dependent: :destroy, class_name: 'Leave'
 
   enum role: { agent: 0, administrator: 1 }
   enum availability: { online: 0, offline: 1, busy: 2 }

app/models/inbox.rb

@@ -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

app/policies/agent_capacity_policy_policy.rb

@@ -0,0 +1,63 @@
+# frozen_string_literal: true
+
+class AgentCapacityPolicyPolicy < ApplicationPolicy
+  def index?
+    return false unless defined?(::Enterprise::AgentCapacityPolicyPolicy)
+
+    ::Enterprise::AgentCapacityPolicyPolicy.new(@user_context, @record).index?
+  end
+
+  def show?
+    return false unless defined?(::Enterprise::AgentCapacityPolicyPolicy)
+
+    ::Enterprise::AgentCapacityPolicyPolicy.new(@user_context, @record).show?
+  end
+
+  def create?
+    return false unless defined?(::Enterprise::AgentCapacityPolicyPolicy)
+
+    ::Enterprise::AgentCapacityPolicyPolicy.new(@user_context, @record).create?
+  end
+
+  def update?
+    return false unless defined?(::Enterprise::AgentCapacityPolicyPolicy)
+
+    ::Enterprise::AgentCapacityPolicyPolicy.new(@user_context, @record).update?
+  end
+
+  def destroy?
+    return false unless defined?(::Enterprise::AgentCapacityPolicyPolicy)
+
+    ::Enterprise::AgentCapacityPolicyPolicy.new(@user_context, @record).destroy?
+  end
+
+  def set_inbox_limit?
+    return false unless defined?(::Enterprise::AgentCapacityPolicyPolicy)
+
+    ::Enterprise::AgentCapacityPolicyPolicy.new(@user_context, @record).set_inbox_limit?
+  end
+
+  def remove_inbox_limit?
+    return false unless defined?(::Enterprise::AgentCapacityPolicyPolicy)
+
+    ::Enterprise::AgentCapacityPolicyPolicy.new(@user_context, @record).remove_inbox_limit?
+  end
+
+  def assign_user?
+    return false unless defined?(::Enterprise::AgentCapacityPolicyPolicy)
+
+    ::Enterprise::AgentCapacityPolicyPolicy.new(@user_context, @record).assign_user?
+  end
+
+  def remove_user?
+    return false unless defined?(::Enterprise::AgentCapacityPolicyPolicy)
+
+    ::Enterprise::AgentCapacityPolicyPolicy.new(@user_context, @record).remove_user?
+  end
+
+  def agent_capacity?
+    return false unless defined?(::Enterprise::AgentCapacityPolicyPolicy)
+
+    ::Enterprise::AgentCapacityPolicyPolicy.new(@user_context, @record).agent_capacity?
+  end
+end

config/features.yml

@@ -191,3 +191,7 @@
   display_name: CRM V2
   enabled: false
   chatwoot_internal: true
+- name: enterprise_agent_capacity
+  display_name: Enterprise Agent Capacity
+  enabled: true
+  premium: true

config/routes.rb

@@ -217,6 +217,33 @@ Rails.application.routes.draw do
             end
           end
 
+          resources :leaves do
+            member do
+              post :approve
+              post :reject
+            end
+          end
+
+          # Assignment V2 Routes
+          resources :assignment_policies
+
+          resources :inboxes, only: [] do
+            resource :assignment_policy, only: [:show, :create, :destroy], controller: 'inbox_assignment_policies'
+          end
+
+          # Agent Capacity Management (Enterprise)
+          resources :agent_capacity_policies do
+            member do
+              post 'inbox_limits/:inbox_id', to: 'agent_capacity_policies#set_inbox_limit'
+              delete 'inbox_limits/:inbox_id', to: 'agent_capacity_policies#remove_inbox_limit'
+              post 'users', to: 'agent_capacity_policies#assign_user'
+              delete 'users/:user_id', to: 'agent_capacity_policies#remove_user'
+            end
+          end
+
+          # Agent capacity status
+          get 'agents/:agent_id/capacity', to: 'agent_capacity_policies#agent_capacity'
+
           namespace :twitter do
             resource :authorization, only: [:create]
           end
@@ -290,8 +317,6 @@ Rails.application.routes.draw do
             member do
               patch :archive
               delete :logo
-              post :send_instructions
-              get :ssl_status
             end
             resources :categories
             resources :articles do

db/migrate/20250806140000_create_assignment_policies.rb

@@ -0,0 +1,21 @@
+# frozen_string_literal: true
+
+class CreateAssignmentPolicies < ActiveRecord::Migration[7.1]
+  def change
+    create_table :assignment_policies do |t|
+      t.references :account, null: false, index: true
+      t.string :name, null: false, limit: 255
+      t.text :description
+      t.integer :assignment_order, null: false, default: 0 # 0: round_robin, 1: balanced
+      t.integer :conversation_priority, null: false, default: 0 # 0: earliest_created, 1: longest_waiting
+      t.integer :fair_distribution_limit, null: false, default: 100
+      t.integer :fair_distribution_window, null: false, default: 3600 # seconds
+      t.boolean :enabled, null: false, default: true
+
+      t.timestamps
+    end
+
+    add_index :assignment_policies, [:account_id, :name], unique: true
+    add_index :assignment_policies, :enabled
+  end
+end

db/migrate/20250806140001_create_inbox_assignment_policies.rb

@@ -0,0 +1,12 @@
+# frozen_string_literal: true
+
+class CreateInboxAssignmentPolicies < ActiveRecord::Migration[7.1]
+  def change
+    create_table :inbox_assignment_policies do |t|
+      t.references :inbox, null: false, index: true
+      t.references :assignment_policy, null: false, index: true
+
+      t.timestamps
+    end
+  end
+end

db/migrate/20250806140002_create_agent_capacity_policies.rb

@@ -0,0 +1,14 @@
+# frozen_string_literal: true
+
+class CreateAgentCapacityPolicies < ActiveRecord::Migration[7.1]
+  def change
+    create_table :agent_capacity_policies do |t|
+      t.references :account, null: false, index: true
+      t.string :name, null: false, limit: 255
+      t.text :description
+      t.jsonb :exclusion_rules, default: {}, null: false
+
+      t.timestamps
+    end
+  end
+end

db/migrate/20250806140003_create_inbox_capacity_limits.rb

@@ -0,0 +1,15 @@
+# frozen_string_literal: true
+
+class CreateInboxCapacityLimits < ActiveRecord::Migration[7.1]
+  def change
+    create_table :inbox_capacity_limits do |t|
+      t.references :agent_capacity_policy, null: false, index: true
+      t.references :inbox, null: false, index: true
+      t.integer :conversation_limit, null: false
+
+      t.timestamps
+    end
+
+    add_index :inbox_capacity_limits, [:agent_capacity_policy_id, :inbox_id], unique: true
+  end
+end

db/migrate/20250806140004_add_agent_capacity_policy_to_account_users.rb

@@ -0,0 +1,7 @@
+# frozen_string_literal: true
+
+class AddAgentCapacityPolicyToAccountUsers < ActiveRecord::Migration[7.1]
+  def change
+    add_reference :account_users, :agent_capacity_policy, null: true, index: true
+  end
+end

db/migrate/20250806140005_create_leaves.rb

@@ -0,0 +1,21 @@
+# frozen_string_literal: true
+
+class CreateLeaves < ActiveRecord::Migration[7.1]
+  def change
+    create_table :leaves do |t|
+      t.references :account, null: false
+      t.references :user, null: false
+      t.date :start_date, null: false
+      t.date :end_date, null: false
+      t.integer :leave_type, null: false, default: 0
+      t.integer :status, null: false, default: 0
+      t.text :reason
+      t.references :approved_by
+      t.datetime :approved_at
+
+      t.timestamps
+    end
+
+    add_index :leaves, [:account_id, :status]
+  end
+end

db/schema.rb

@@ -10,7 +10,7 @@
 #
 # It's strongly recommended that you check this file into your version control system.
 
-ActiveRecord::Schema[7.1].define(version: 2025_08_05_160307) do
+ActiveRecord::Schema[7.1].define(version: 2025_08_06_140005) do
   # These extensions should be enabled to support this database
   enable_extension "pg_stat_statements"
   enable_extension "pg_trgm"
@@ -39,8 +39,10 @@ ActiveRecord::Schema[7.1].define(version: 2025_08_05_160307) do
     t.integer "availability", default: 0, null: false
     t.boolean "auto_offline", default: true, null: false
     t.bigint "custom_role_id"
+    t.bigint "agent_capacity_policy_id"
     t.index ["account_id", "user_id"], name: "uniq_user_id_per_account_id", unique: true
     t.index ["account_id"], name: "index_account_users_on_account_id"
+    t.index ["agent_capacity_policy_id"], name: "index_account_users_on_agent_capacity_policy_id"
     t.index ["custom_role_id"], name: "index_account_users_on_custom_role_id"
     t.index ["user_id"], name: "index_account_users_on_user_id"
   end
@@ -120,6 +122,16 @@ ActiveRecord::Schema[7.1].define(version: 2025_08_05_160307) do
     t.index ["account_id"], name: "index_agent_bots_on_account_id"
   end
 
+  create_table "agent_capacity_policies", force: :cascade do |t|
+    t.bigint "account_id", null: false
+    t.string "name", limit: 255, null: false
+    t.text "description"
+    t.jsonb "exclusion_rules", default: {}, null: false
+    t.datetime "created_at", null: false
+    t.datetime "updated_at", null: false
+    t.index ["account_id"], name: "index_agent_capacity_policies_on_account_id"
+  end
+
   create_table "applied_slas", force: :cascade do |t|
     t.bigint "account_id", null: false
     t.bigint "sla_policy_id", null: false
@@ -169,6 +181,22 @@ ActiveRecord::Schema[7.1].define(version: 2025_08_05_160307) do
     t.index ["views"], name: "index_articles_on_views"
   end
 
+  create_table "assignment_policies", force: :cascade do |t|
+    t.bigint "account_id", null: false
+    t.string "name", limit: 255, null: false
+    t.text "description"
+    t.integer "assignment_order", default: 0, null: false
+    t.integer "conversation_priority", default: 0, null: false
+    t.integer "fair_distribution_limit", default: 100, null: false
+    t.integer "fair_distribution_window", default: 3600, null: false
+    t.boolean "enabled", default: true, null: false
+    t.datetime "created_at", null: false
+    t.datetime "updated_at", null: false
+    t.index ["account_id", "name"], name: "index_assignment_policies_on_account_id_and_name", unique: true
+    t.index ["account_id"], name: "index_assignment_policies_on_account_id"
+    t.index ["enabled"], name: "index_assignment_policies_on_enabled"
+  end
+
   create_table "attachments", id: :serial, force: :cascade do |t|
     t.integer "file_type", default: 0
     t.string "external_url"
@@ -728,6 +756,26 @@ ActiveRecord::Schema[7.1].define(version: 2025_08_05_160307) do
     t.datetime "updated_at", null: false
   end
 
+  create_table "inbox_assignment_policies", force: :cascade do |t|
+    t.bigint "inbox_id", null: false
+    t.bigint "assignment_policy_id", null: false
+    t.datetime "created_at", null: false
+    t.datetime "updated_at", null: false
+    t.index ["assignment_policy_id"], name: "index_inbox_assignment_policies_on_assignment_policy_id"
+    t.index ["inbox_id"], name: "index_inbox_assignment_policies_on_inbox_id"
+  end
+
+  create_table "inbox_capacity_limits", force: :cascade do |t|
+    t.bigint "agent_capacity_policy_id", null: false
+    t.bigint "inbox_id", null: false
+    t.integer "conversation_limit", null: false
+    t.datetime "created_at", null: false
+    t.datetime "updated_at", null: false
+    t.index ["agent_capacity_policy_id", "inbox_id"], name: "idx_on_agent_capacity_policy_id_inbox_id_71c7ec4caf", unique: true
+    t.index ["agent_capacity_policy_id"], name: "index_inbox_capacity_limits_on_agent_capacity_policy_id"
+    t.index ["inbox_id"], name: "index_inbox_capacity_limits_on_inbox_id"
+  end
+
   create_table "inbox_members", id: :serial, force: :cascade do |t|
     t.integer "user_id", null: false
     t.integer "inbox_id", null: false
@@ -800,6 +848,24 @@ ActiveRecord::Schema[7.1].define(version: 2025_08_05_160307) do
     t.index ["title", "account_id"], name: "index_labels_on_title_and_account_id", unique: true
   end
 
+  create_table "leaves", force: :cascade do |t|
+    t.bigint "account_id", null: false
+    t.bigint "user_id", null: false
+    t.date "start_date", null: false
+    t.date "end_date", null: false
+    t.integer "leave_type", default: 0, null: false
+    t.integer "status", default: 0, null: false
+    t.text "reason"
+    t.bigint "approved_by_id"
+    t.datetime "approved_at"
+    t.datetime "created_at", null: false
+    t.datetime "updated_at", null: false
+    t.index ["account_id", "status"], name: "index_leaves_on_account_id_and_status"
+    t.index ["account_id"], name: "index_leaves_on_account_id"
+    t.index ["approved_by_id"], name: "index_leaves_on_approved_by_id"
+    t.index ["user_id"], name: "index_leaves_on_user_id"
+  end
+
   create_table "macros", force: :cascade do |t|
     t.bigint "account_id", null: false
     t.string "name", null: false

enterprise/app/models/enterprise/agent_capacity_policy.rb

@@ -0,0 +1,145 @@
+# frozen_string_literal: true
+
+# == Schema Information
+#
+# Table name: enterprise_agent_capacity_policies
+#
+#  id              :bigint           not null, primary key
+#  account_id      :bigint           not null
+#  name            :string(255)      not null
+#  description     :text
+#  exclusion_rules :jsonb            default: {}
+#  created_at      :datetime         not null
+#  updated_at      :datetime         not null
+#
+# Indexes
+#
+#  index_enterprise_agent_capacity_policies_on_account_id          (account_id)
+#  unique_capacity_policy_name_per_account                         (account_id,name) UNIQUE
+#
+# Foreign Keys
+#
+#  fk_rails_...  (account_id => accounts.id)
+#
+
+class Enterprise::AgentCapacityPolicy < ApplicationRecord
+  include AccountCacheRevalidator
+
+  self.table_name = 'enterprise_agent_capacity_policies'
+
+  # Associations
+  belongs_to :account, class_name: '::Account'
+  has_many :account_users, class_name: '::AccountUser', dependent: :nullify
+  has_many :users, through: :account_users, source: :user, class_name: '::User'
+  has_many :inbox_capacity_limits, dependent: :destroy, class_name: 'Enterprise::InboxCapacityLimit'
+  has_many :inboxes, through: :inbox_capacity_limits
+
+  # Validations
+  validates :name, presence: true, uniqueness: { scope: :account_id }
+  validates :name, length: { maximum: 255 }
+  validates :description, length: { maximum: 1000 }
+  validate :validate_exclusion_rules_schema
+
+  # Callbacks
+  before_save :validate_inbox_access
+  after_update_commit :invalidate_capacity_caches
+  after_destroy :invalidate_capacity_caches
+
+  # Scopes
+  scope :with_users, -> { joins(:account_users) }
+  scope :for_inbox, ->(inbox) { joins(:inbox_capacity_limits).where(enterprise_inbox_capacity_limits: { inbox: inbox }) }
+
+  def add_user(user)
+    # Find the account_user for this account and user
+    account_user = account.account_users.find_by!(user: user)
+
+    # Update the capacity policy reference
+    account_user.update!(agent_capacity_policy_id: id)
+    invalidate_user_capacity_cache(user)
+  end
+
+  def remove_user(user)
+    account_user = account.account_users.find_by(user: user, agent_capacity_policy_id: id)
+    account_user&.update!(agent_capacity_policy_id: nil)
+    invalidate_user_capacity_cache(user)
+  end
+
+  def set_inbox_limit(inbox, limit)
+    inbox_capacity_limit = inbox_capacity_limits.find_or_initialize_by(inbox: inbox)
+    inbox_capacity_limit.conversation_limit = limit
+    inbox_capacity_limit.save!
+
+    invalidate_inbox_capacity_cache(inbox)
+  end
+
+  def remove_inbox_limit(inbox)
+    inbox_capacity_limits.where(inbox: inbox).destroy_all
+    invalidate_inbox_capacity_cache(inbox)
+  end
+
+  def get_inbox_limit(inbox)
+    inbox_capacity_limits.find_by(inbox: inbox)&.conversation_limit
+  end
+
+  def webhook_data
+    {
+      id: id,
+      name: name,
+      description: description,
+      exclusion_rules: exclusion_rules,
+      users_count: users.count,
+      inboxes_count: inboxes.count
+    }
+  end
+
+  private
+
+  def validate_exclusion_rules_schema
+    return if exclusion_rules.blank?
+
+    schema = self.class.exclusion_rules_schema
+    schemer = JSONSchemer.schema(schema)
+    validation_errors = schemer.validate(exclusion_rules)
+
+    validation_errors.each do |error|
+      errors.add(:exclusion_rules, error['error'])
+    end
+  end
+
+  def validate_inbox_access
+    # Ensure all specified inboxes belong to the same account
+    invalid_inboxes = inbox_capacity_limits.joins(:inbox)
+                                           .where.not(inboxes: { account_id: account_id })
+
+    return unless invalid_inboxes.exists?
+
+    errors.add(:inbox_capacity_limits, 'contains inboxes from different accounts')
+    throw :abort
+  end
+
+  def invalidate_capacity_caches
+    users.find_each { |user| invalidate_user_capacity_cache(user) }
+    inboxes.find_each { |inbox| invalidate_inbox_capacity_cache(inbox) }
+  end
+
+  def invalidate_user_capacity_cache(user)
+    Rails.cache.delete_matched("assignment_v2:capacity:#{user.id}:*")
+  end
+
+  def invalidate_inbox_capacity_cache(inbox)
+    Rails.cache.delete_matched("assignment_v2:capacity:*:#{inbox.id}")
+  end
+
+  class << self
+    def exclusion_rules_schema
+      {
+        type: 'object',
+        properties: {
+          labels: { type: 'array', items: { type: 'string' } },
+          hours_threshold: { type: 'integer', minimum: 1, maximum: 168 }
+        },
+        additionalProperties: false
+      }.to_json
+    end
+  end
+end

enterprise/app/models/enterprise/agent_capacity_policy_user.rb

@@ -0,0 +1,44 @@
+# frozen_string_literal: true
+
+# == Schema Information
+#
+# Table name: enterprise_agent_capacity_policy_users
+#
+#  id                         :bigint           not null, primary key
+#  agent_capacity_policy_id   :bigint           not null
+#  user_id                    :bigint           not null
+#  created_at                 :datetime         not null
+#
+# Indexes
+#
+#  unique_user_capacity_policy                (user_id) UNIQUE
+#  idx_capacity_policy_users_policy_id        (agent_capacity_policy_id)
+#
+# Foreign Keys
+#
+#  fk_rails_...  (agent_capacity_policy_id => enterprise_agent_capacity_policies.id)
+#  fk_rails_...  (user_id => users.id)
+#
+
+class Enterprise::AgentCapacityPolicyUser < ApplicationRecord
+  self.table_name = 'enterprise_agent_capacity_policy_users'
+
+  # Associations
+  belongs_to :agent_capacity_policy, class_name: 'Enterprise::AgentCapacityPolicy'
+  belongs_to :user, class_name: '::User'
+
+  # Validations
+  validates :user_id, uniqueness: true
+
+  # Delegations
+  delegate :account, to: :agent_capacity_policy
+
+  # Callbacks
+  after_commit :invalidate_user_cache
+
+  private
+
+  def invalidate_user_cache
+    Rails.cache.delete_matched("assignment_v2:capacity:#{user_id}:*")
+  end
+end

enterprise/app/models/enterprise/inbox_capacity_limit.rb

@@ -0,0 +1,66 @@
+# frozen_string_literal: true
+
+# == Schema Information
+#
+# Table name: enterprise_inbox_capacity_limits
+#
+#  id                        :bigint           not null, primary key
+#  agent_capacity_policy_id  :bigint           not null
+#  inbox_id                  :bigint           not null
+#  conversation_limit        :integer          not null
+#  created_at                :datetime         not null
+#  updated_at                :datetime         not null
+#
+# Indexes
+#
+#  index_inbox_limits_on_capacity_policy                            (agent_capacity_policy_id)
+#  index_enterprise_inbox_capacity_limits_on_inbox_id               (inbox_id)
+#  unique_policy_inbox_limit                                        (agent_capacity_policy_id,inbox_id) UNIQUE
+#
+# Foreign Keys
+#
+#  fk_rails_...  (agent_capacity_policy_id => enterprise_agent_capacity_policies.id)
+#  fk_rails_...  (inbox_id => inboxes.id)
+#
+
+class Enterprise::InboxCapacityLimit < ApplicationRecord
+  include AccountCacheRevalidator
+
+  self.table_name = 'enterprise_inbox_capacity_limits'
+
+  # Associations
+  belongs_to :agent_capacity_policy, class_name: 'Enterprise::AgentCapacityPolicy'
+  belongs_to :inbox, class_name: '::Inbox'
+
+  # Validations
+  validates :agent_capacity_policy_id, uniqueness: { scope: :inbox_id }
+  validates :conversation_limit, presence: true, numericality: { greater_than: 0, less_than_or_equal_to: 1000 }
+
+  # Delegations
+  delegate :account, to: :agent_capacity_policy
+  delegate :name, :description, :exclusion_rules, to: :agent_capacity_policy, prefix: :policy
+
+  # Callbacks
+  after_commit :invalidate_inbox_cache
+
+  # Scopes
+  scope :for_inbox, ->(inbox) { where(inbox: inbox) }
+  scope :for_policy, ->(policy) { where(agent_capacity_policy: policy) }
+
+  def webhook_data
+    {
+      id: id,
+      inbox_id: inbox_id,
+      agent_capacity_policy_id: agent_capacity_policy_id,
+      conversation_limit: conversation_limit,
+      policy: agent_capacity_policy.webhook_data
+    }
+  end
+
+  private
+
+  def invalidate_inbox_cache
+    Rails.cache.delete_matched("assignment_v2:capacity:*:#{inbox_id}")
+    update_account_cache
+  end
+end

enterprise/app/policies/enterprise/agent_capacity_policy_policy.rb

@@ -0,0 +1,43 @@
+# frozen_string_literal: true
+
+class Enterprise::AgentCapacityPolicyPolicy < 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
+
+  def set_inbox_limit?
+    @account_user.administrator?
+  end
+
+  def remove_inbox_limit?
+    @account_user.administrator?
+  end
+
+  def assign_user?
+    @account_user.administrator?
+  end
+
+  def remove_user?
+    @account_user.administrator?
+  end
+
+  def agent_capacity?
+    @account_user.administrator? || @account_user.agent?
+  end
+end

enterprise/app/services/enterprise/assignment_v2/capacity_service.rb

@@ -0,0 +1,187 @@
+# frozen_string_literal: true
+
+class Enterprise::AssignmentV2::CapacityService
+  def initialize
+    @cache_ttl = 5.minutes
+  end
+
+  # Get agent's current capacity status for specific inbox
+  def get_agent_capacity(agent, inbox)
+    cache_key = capacity_cache_key(agent, inbox)
+
+    cached = Redis::Alfred.hgetall(cache_key)
+    return parse_cached_capacity(cached) if cached.present?
+
+    # Cache miss - compute from database
+    capacity = compute_agent_capacity(agent, inbox)
+    cache_capacity_data(cache_key, capacity)
+    capacity
+  end
+
+  # Get agent's overall capacity across all inboxes
+  def get_agent_overall_capacity(agent)
+    account = agent.accounts.first # Assuming we're working within account context
+    policy = get_agent_capacity_policy(agent, account)
+
+    return unlimited_capacity_summary unless policy
+
+    capacity_data = build_capacity_data_for_policy(agent, policy)
+    build_overall_capacity_response(policy, capacity_data)
+  end
+
+  private
+
+  def build_capacity_data_for_policy(agent, policy)
+    inboxes_data = []
+    total_current = 0
+    total_limit = 0
+
+    policy.inbox_capacity_limits.includes(:inbox).each do |inbox_limit|
+      inbox_data = build_inbox_capacity_data(agent, inbox_limit, policy)
+
+      total_current += inbox_data[:current_assignments]
+      total_limit += inbox_data[:conversation_limit]
+      inboxes_data << inbox_data
+    end
+
+    {
+      inboxes: inboxes_data,
+      total_current: total_current,
+      total_limit: total_limit
+    }
+  end
+
+  def build_inbox_capacity_data(agent, inbox_limit, policy)
+    inbox = inbox_limit.inbox
+    current = count_current_assignments(agent, inbox, policy)
+    limit = inbox_limit.conversation_limit
+
+    {
+      inbox_id: inbox.id,
+      inbox_name: inbox.name,
+      current_assignments: current,
+      conversation_limit: limit,
+      available_capacity: [limit - current, 0].max
+    }
+  end
+
+  def build_overall_capacity_response(policy, capacity_data)
+    {
+      policy_id: policy.id,
+      policy_name: policy.name,
+      total_current_assignments: capacity_data[:total_current],
+      total_conversation_limit: capacity_data[:total_limit],
+      total_available_capacity: [capacity_data[:total_limit] - capacity_data[:total_current], 0].max,
+      exclusion_rules: policy.exclusion_rules,
+      inboxes: capacity_data[:inboxes]
+    }
+  end
+
+  def compute_agent_capacity(agent, inbox)
+    account = inbox.account
+    policy = get_agent_capacity_policy(agent, account)
+
+    return unlimited_capacity if policy.nil?
+
+    inbox_limit = policy.inbox_capacity_limits.find_by(inbox: inbox)
+    return unlimited_capacity if inbox_limit.nil?
+
+    current_assignments = count_current_assignments(agent, inbox, policy)
+
+    {
+      total_capacity: inbox_limit.conversation_limit,
+      current_assignments: current_assignments,
+      available_capacity: [inbox_limit.conversation_limit - current_assignments, 0].max,
+      policy_id: policy.id,
+      policy_name: policy.name,
+      exclusion_rules: policy.exclusion_rules
+    }
+  end
+
+  def get_agent_capacity_policy(agent, account)
+    account_user = account.account_users.find_by(user: agent)
+    return nil unless account_user&.agent_capacity_policy_id
+
+    Enterprise::AgentCapacityPolicy.find_by(id: account_user.agent_capacity_policy_id)
+  end
+
+  def count_current_assignments(agent, inbox, policy)
+    scope = agent.assigned_conversations
+                 .where(inbox: inbox, status: 'open')
+
+    # Apply exclusion rules from policy
+    scope = apply_exclusion_rules(scope, policy)
+    scope.count
+  end
+
+  def apply_exclusion_rules(scope, policy)
+    rules = policy.exclusion_rules || {}
+
+    # Exclude conversations with specific labels
+    if rules['labels'].present?
+      scope = scope.where.not(id:
+        ConversationLabel.joins(:label)
+                        .where(labels: { title: rules['labels'] })
+                        .select(:conversation_id))
+    end
+
+    # Exclude conversations older than X hours
+    if rules['hours_threshold'].present?
+      cutoff = rules['hours_threshold'].hours.ago
+      scope = scope.where('conversations.created_at > ?', cutoff)
+    end
+
+    scope
+  end
+
+  def unlimited_capacity
+    {
+      total_capacity: Float::INFINITY,
+      current_assignments: 0,
+      available_capacity: Float::INFINITY,
+      policy_id: nil,
+      policy_name: 'No capacity policy',
+      exclusion_rules: {}
+    }
+  end
+
+  def unlimited_capacity_summary
+    {
+      policy_id: nil,
+      policy_name: 'No capacity policy',
+      total_current_assignments: 0,
+      total_conversation_limit: Float::INFINITY,
+      total_available_capacity: Float::INFINITY,
+      exclusion_rules: {},
+      inboxes: []
+    }
+  end
+
+  def parse_cached_capacity(cached)
+    {
+      total_capacity: cached['total_capacity'].to_i,
+      current_assignments: cached['current_assignments'].to_i,
+      available_capacity: cached['available_capacity'].to_i,
+      policy_id: cached['policy_id'].presence&.to_i,
+      policy_name: cached['policy_name'] || 'No capacity policy',
+      exclusion_rules: JSON.parse(cached['exclusion_rules'] || '{}')
+    }
+  end
+
+  def cache_capacity_data(cache_key, capacity)
+    Redis::Alfred.multi do |multi|
+      multi.hset(cache_key,
+                 'total_capacity', capacity[:total_capacity],
+                 'current_assignments', capacity[:current_assignments],
+                 'available_capacity', capacity[:available_capacity],
+                 'policy_id', capacity[:policy_id],
+                 'policy_name', capacity[:policy_name],
+                 'exclusion_rules', capacity[:exclusion_rules].to_json)
+      multi.expire(cache_key, @cache_ttl)
+    end
+  end
+
+  def capacity_cache_key(agent, inbox)
+    "assignment_v2:capacity:#{agent.id}:#{inbox.id}"
+  end
+end

lib/redis/alfred.rb

@@ -78,6 +78,11 @@ module Redis::Alfred
       $alfred.with { |conn| conn.hmget(key, *fields) }
     end
 
+    # get all fields and values from redis hash
+    def hgetall(key)
+      $alfred.with { |conn| conn.hgetall(key) }
+    end
+
     # sorted set operations
 
     # add score and value for a key
@@ -100,5 +105,15 @@ module Redis::Alfred
     def zremrangebyscore(key, range_start, range_end)
       $alfred.with { |conn| conn.zremrangebyscore(key, range_start, range_end) }
     end
+
+    # transaction operations
+
+    def multi(&)
+      $alfred.with { |conn| conn.multi(&) }
+    end
+
+    def expire(key, expiry)
+      $alfred.with { |conn| conn.expire(key, expiry) }
+    end
   end
 end

spec/factories/enterprise_agent_capacity_policies.rb

@@ -0,0 +1,27 @@
+# frozen_string_literal: true
+
+FactoryBot.define do
+  factory :enterprise_agent_capacity_policy, class: 'Enterprise::AgentCapacityPolicy' do
+    account
+    sequence(:name) { |n| "Capacity Policy #{n}" }
+    description { 'Test capacity policy' }
+    exclusion_rules { {} }
+
+    trait :with_label_exclusion do
+      exclusion_rules { { 'labels' => %w[vip urgent] } }
+    end
+
+    trait :with_time_exclusion do
+      exclusion_rules { { 'hours_threshold' => 24 } }
+    end
+
+    trait :with_combined_exclusions do
+      exclusion_rules do
+        {
+          'labels' => %w[vip urgent],
+          'hours_threshold' => 48
+        }
+      end
+    end
+  end
+end

spec/factories/enterprise_inbox_capacity_limits.rb

@@ -0,0 +1,26 @@
+# frozen_string_literal: true
+
+FactoryBot.define do
+  factory :enterprise_inbox_capacity_limit, class: 'Enterprise::InboxCapacityLimit' do
+    association :agent_capacity_policy, factory: :enterprise_agent_capacity_policy
+    inbox
+    conversation_limit { 10 }
+
+    trait :low_limit do
+      conversation_limit { 3 }
+    end
+
+    trait :high_limit do
+      conversation_limit { 50 }
+    end
+
+    trait :max_limit do
+      conversation_limit { 1000 }
+    end
+
+    # Ensure inbox and policy belong to same account
+    after(:build) do |limit|
+      limit.agent_capacity_policy.account = limit.inbox.account if limit.inbox && limit.agent_capacity_policy
+    end
+  end
+end