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Limiting Chats Per Agent

You can limit the number of chats an agent can receive at any one time with Round Robin. This feature can help prevent your agents from getting overwhelmed with too many concurrent chats.

Limiting Chats Per Agent

  1. Set your Chat Routing to Round Robin on your Setup page.
  2. Below the Round Robin setting, enable Chat limit, enter a value for Chat limit, and click on Save settings.
Chat limit

Agents that are at their limit will not have new chats routed to them until one of their existing conversations end. They will see the message "At Chat Limit" in the upper left-hand corner of

Chat Limit Status in Chat Console

If all of your online agents are at their chat limit, your visitor will see your offline chatbox until a slot opens up.

We highly recommend only using this feature if all of your agents are using as we automatically end conversations that you close in the chat console. If you wish to use this with a different IM client, your agents will need to remember to !end each chat that they are fully done with, or they will end up getting stuck at chat limit. The only way to resolve that issue is to disable this feature and have them log out and back into their IM client.

Related Article

  • Ending a conversation - Use this guide to learn how to free up a chat slot when a conversation has ended.
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