You can decide how many simultaneous conversations for each channel an agent should offered.
The default is 5 conversations for each channel.
The workload limit means that an agent will be offered chat conversations until the agent has 5 open chat conversations at the same time. The agent won't be offered a new chat conversation before one of the five open chat conversations are closed by the customer or the agent.
You can choose the agent workload for the following channels:
- Contact form
- Go to Settings.
- Click on Organization & Team.
- Set limit for each channel under AGENT WORKLOAD.