Agent capacity

With automatic assignment on, Hadir Chat shares new conversations among the agents who are online. Agent capacity adds a ceiling: once an agent holds the number of open conversations you set for a channel, automatic assignment skips them for a colleague until they resolve some.

Before you start

• You need the Administrator role.
• Your plan must include agent capacity. If you do not see the Agent capacity policy card, it is not part of your plan.
• Automatic assignment must be on in the channels you want to cap.

Create a capacity policy

1. Open Settings, then Agent Assignment.
2. Choose the Agent capacity policy card (1).

3. Select New policy.
4. Enter the Policy name: (1), such as "Sales team", and a Description: if you like.
5. Under Exclusion rules (2), choose what does not count towards an agent's limit, if anything:
   • Exclude conversations tagged with specific labels, such as a label for conversations waiting on shipping.
   • Exclude conversations older than a specified duration: a conversation with no activity for that long is not counted.
6. Select Create policy (3). You land on Edit agent capacity policy.

Set the limits and the agents

1. Under Inbox capacity limits, select Add inbox, pick the channel in Select inbox, and enter the Max conversations. Repeat for each channel.
2. Under Assigned agents, select Add agent, pick the agents, then Add.

How the limit is counted

• Only Open conversations assigned to the agent in that channel count. Pending, snoozed and resolved ones do not.
• A channel without a limit in the policy has no ceiling.
• An agent without a policy has no ceiling.
• Each agent has one policy. If you add an agent who is already on another, Hadir Chat asks before moving them.
• The ceiling applies to automatic assignment only. You can always assign a conversation by hand, even past an agent's limit.

Note: if every online agent is at their limit, a new conversation waits in Unassigned until someone resolves a conversation or a person assigns it by hand.

Edit or delete a policy

On the Agent capacity page, select Edit on the policy's card, make your changes, then select Update policy. To delete it, use the delete button on the card, then Delete in the confirmation.