R
Roberto Chen
Feature request:
Allow admins to set a maximum number of open conversations that can be assigned to each user.
Expected functionality:
  • Define a maximum number of open conversations per user.
  • Prevent new conversations from being assigned to a user who has reached their limit.
  • Automatically route new conversations to other available users who are below their limit.
  • Allow admins to configure different limits based on team, user, or role.
  • Provide visibility into each user's current conversation volume and remaining capacity.
Use case:
Some users can become overloaded with too many open conversations while other team members have available capacity. Conversation volume limits would help distribute workloads more evenly and ensure that new conversations are routed to users who have the capacity to handle them.