The Agent Capacity feature allows administrators to define the maximum number of conversations each agent can handle simultaneously. This prevents overload, improves response quality, and optimizes the automatic distribution of conversations — especially in large support teams.
This feature complements auto-assignment and is available for Enterprise plan accounts.
Why use Agent Capacity?
While auto-assignment works well for small teams, larger operations may face uneven workload distribution. Some agents can end up managing too many conversations, leading to:
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Delays in response time
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Lower support quality
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Increased agent burnout
With Agent Capacity, each team member only receives the number of conversations they can handle efficiently.
What can be configured?
Conversation limit per agent
Set the maximum number of active conversations an agent can receive at once.
Configuration per channel (inbox)
Each inbox can have different limits depending on its nature. For example:
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Live chat inboxes: Recommended limit of 2 to 3 active conversations
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Email inboxes: Agents can typically handle 10 to 20 threads per day
This flexibility ensures smarter workload distribution across different types of support channels.
How does it work?
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Go to Settings → Inboxes
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Select the inbox you want to configure
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Set the maximum number of simultaneous conversations per agent
From that point on, the auto-assignment (round-robin) will respect the defined limits. When all agents have reached their capacity, new conversations will remain unassigned until manually allocated.
If you need help setting up Agent Capacity or adjusting your auto-assignment strategy, feel free to reach out:
📩 [email protected] | 📱 @akece.ai