Agent capacity: limit the number of conversations per person

⏳ Coming soon. This feature is coming soon to Madyis Hub — here's how it will work. 📍 Where to find it: Settings → "Account" group → "Assignment / Capacity" → "Capacity"

Agent capacity sets a maximum number of active conversations an agent can receive at the same time, to maintain service quality and avoid overload.

How it works

You create a capacity policy defining the maximum number of simultaneous conversations, optionally by label/type. Combined with automatic assignment, it prevents new conversations from being assigned to an agent who has already reached their limit: they then go to an available colleague.

Step by step

1. Go to "Settings" → "Account" group → "Assignment / Capacity".
2. Open the "Capacity" section and click to create a policy.
3. Set the limit of simultaneous conversations (global and/or per label).
4. Save, then link this policy to your assignment rules.

Good to know

• Advanced feature, potentially reserved for certain plans.
• It only has a real effect when combined with automatic assignment.