Workload management
Distribute conversations, manage teammate availability, and monitor your team's capacity.
- Workload management overviewChoose how conversations reach your teammates and control how much work they receive.
- Balanced assignmentDistribute conversations by workload, set teammate limits, and control which conversations are assigned first.
- Round robin assignmentShare new conversations between teammates in a repeating rotation.
- Manage teammate availabilitySet yourself Away, reassign customer replies, and choose the reasons your team can use.
- Automatic away modeStop automatic assignments after teammates become inactive, and choose when to reassign customer replies.
- Monitor workload and capacityCheck waiting conversations, teammate availability, and capacity from the Workload dashboard.
- Inbox assignment limitsLimit how many open conversations each teammate receives from a specific team inbox.