You can decide how many simultaneous conversations for each channel an agent should offered.

The default is 5 conversations for each channel.

Chat example:
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:

  • Email
  • Chat
  • Voicemail
  • Contact form
  1. Go to Settings.
  2. Click on Organization & Team.
  3. Set limit for each channel under AGENT WORKLOAD.