Overview

Use the Team with capacity condition in a Workflow to check whether a team can receive more work. You can route a conversation to your usual support team when it has capacity and use another path when it does not.

For Balanced teams, the condition checks available teammates against their overall and inbox assignment limits.

Build a capacity-based route

Set up your team inboxes and assignment limits first. You need access to edit and publish Workflows, and your Workspace must have access to capacity-based conditions.

1. Open Automations → Workflows and create or edit a routing Workflow

2. Choose a trigger, such as Customer sends their first message

3. Add a Branches block

4. Add the Team with capacity condition, choose is one of, and select your main support team

5. On the matching path, add Assign and select that team

6. On the fallback path, add Assign and select your backup team

7. Review both paths, save the Workflow, and set it live

The Workflow checks capacity when it reaches the condition. If the main team has capacity, the conversation follows its path. Otherwise, it follows the fallback path. Each team's assignment method determines which teammate receives the conversation.

What counts as available capacity

A team has capacity when at least one current Full-seat teammate is Active and has automatic assignment enabled.

For a Balanced team, that teammate must also be below both their overall assignment limit and the inbox assignment limit. If all eligible teammates reach either limit, the condition finds no capacity.

For Manual and Round robin teams, the condition checks teammate availability without enforcing numeric limits. It does not treat an Away teammate as available, even if the Round robin team ignores activity status for assignment.

FAQs