Overview
Agent capacity sets a per-agent ceiling on concurrent open conversations across every channel in your inbox — WhatsApp, email, SMS, web chat, Instagram, the rest. Routing respects the cap, so overflow waits in queue or hands off to Captain AI instead of piling onto whoever's online. It's how support managers keep response times stable when volume spikes and new agents ramp up without quietly burning out the senior team.
- Set a concurrent-chat limit per agent, team, or role
- Override capacity per channel — voice lower than web chat
- Route overflow to queue, backup team, or Captain AI
- Pause assignments automatically when an agent hits their cap
- Raise caps temporarily for promos, launches, or peak hours
- See live load per agent in the supervisor dashboard
- Reassign stalled chats when an agent goes idle or offline
How it works
Set the cap
Pick a concurrent-chat limit per agent or team in settings. Tune it by channel if voice and chat shouldn't count the same.
Router respects it
New conversations skip any agent already at capacity and go to the next available teammate, the queue, or Captain AI.
Watch and adjust
The supervisor view shows live load and wait times. Raise caps for a spike or rebalance assignments in one click.