Overview

An inbox assignment limit controls how many open conversations each teammate can hold from one team inbox. Use a lower limit for work that needs more attention, such as complex technical questions.

Inbox limits work with teammate assignment limits. A teammate needs room under both limits to receive another automatic Balanced assignment.

Set an inbox limit

The team must use Balanced assignment. You need permission to Manage Balanced Assignment and Workload.

1. Go to Settings → Members & Teams → Teams

2. Expand the team and choose 'Balanced' if it is not already selected

3. Under Inbox assignment limit, enter the maximum open conversations per teammate

4. Click 'Save changes'

Leave the field empty to remove the inbox-specific limit. The teammate's overall limit still applies.

How limits work together

The teammate limit counts their open conversations across the Workspace. The inbox limit counts only their open conversations from that team inbox.

For example, suppose a teammate has an overall limit of 12 and Technical Support has an inbox limit of 4:

• With 4 Technical Support conversations, they cannot receive another automatic assignment from that inbox

• They can still receive work from other inboxes while their total remains below 12

• At 12 open conversations in total, they cannot receive another automatic Balanced assignment from any inbox

If every eligible teammate reaches either limit, new work waits in the team inbox. You can use a capacity-based Workflow to route new conversations to another team instead.

FAQs