The Agent Capacity feature in Chatwoot is designed to improve the efficiency of customer support operations, particularly for larger organizations. It allows administrators to set limits on the number of conversations assigned to each agent, preventing overload and optimizing performance. This feature is part of the Enterprise Edition of Chatwoot and is an enhancement to the Auto Assignment functionality.
Why Agent Capacity Management?
Traditionally, Chatwoot’s Auto Assignment feature worked well for small to medium-sized organizations. However, as larger organizations adopted the platform, a key challenge emerged: agents were overwhelmed with an excessive number of assigned conversations, leading to inefficiencies and poor response quality.
To address this, the Agent Capacity feature introduces configurable conversation limits per agent, ensuring that workloads remain manageable and customer interactions stay effective.
Key Features
Configurable Conversation Limits:
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Admins can define the maximum number of conversations an agent can handle at a time.
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The limits can be set at an inbox level, allowing for tailored configurations across different communication channels.
Channel-Specific Customization
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Different channels require different handling capacities. For example:
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Email Conversations: An agent may handle 10–20 threads per day.
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Live Chat: The recommended limit is 2–3 active conversations at a time.
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This flexibility allows businesses to assign workloads based on the nature of the interaction.
How It Works
To enable Agent Capacity, you must have the Enterprise Edition of Chatwoot. Administrators can set capacity limits per agent through the Inbox Settings, and set the maximum number of conversations an agent can handle. See the screenshot below.
The round-robin system assigns conversations based on agent availability. If all agents have reached their capacity, new conversations are moved to the Unassigned Queue, where they remain until they are manually assigned.