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 five 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.