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Agent capacity

Agent Capacity controls how much live work each agent can hold and what happens to agents and tickets that go idle. Use it to stop any one agent from being flooded, to give busier teams or channels more headroom, and to release work automatically when an agent stops responding.

Every control on this page saves the moment you change it — there is no separate Save bar — except the Ticket Limit Overrides list, which stages your edits and has its own Save button.

Add an agent​

Agents themselves are created on the Team Management page, not on this one. The limits below only take effect once an agent exists and has channels and teams assigned.

Invite a new person​

  1. Open Team Management and use Add Member.
  2. Enter the person's Email Address and pick a Role.
  3. Press Send Invitation.

Flowcall emails the invitation and also shows the invitation link in the drawer, so you can share it directly — useful when the email doesn't reach them.

Promote an existing member to agent​

Someone who has already joined your account is a member, which is not the same as an agent: only agents receive ticket assignments. On the Members tab, open the row menu for that person and choose Add as Agent.

Configure the agent​

Open the agent from the Agents tab to reach Agent Settings. Every field saves as you change it:

  • Status — Active, Busy, On Break, or Offline. When custom busy types are configured, choosing Busy also lets you select the reason. The agent must be enabled before status can be changed.
  • Role — the permission role applied to their account.
  • Channels — WhatsApp, Live Chat, Email, Instagram, and Incoming Call. A front-line agent is only eligible for tickets on the channels selected here.
  • Assignment Order — Old First or New First, controlling which queued ticket reaches them first.
  • Teams — the teams the agent works in. Type a name to create a new team, or pick GLOBAL (All Tasks) to make the agent eligible regardless of a ticket's tags.

Channels and teams are what tie an agent to the settings on this page: the Channels you pick decide which per-channel base limit applies, and the Teams decide which ticket limit override applies. For how teams and eligibility work in full, see Agent Assignement & Team.

Busy types​

Add labels such as Lunch, Short Break, or Meeting to replace the generic Busy choice in the agent status menu. A selected label still behaves as Busy for ticket routing, but Flowcall records the label and shows it in agent status views, activity logs, and CSV exports.

Removing a label stops agents from selecting it again. Existing agent logs keep the label that was captured at the time.

Agent ticket limits​

Set the base ticket limit for each channel. Every value must be at least 1 and saves automatically when changed.

For details about which tickets count toward a limit, how Flowcall selects an override, and what happens when an agent reaches capacity, see Maximum ticket assignment logic.

Channel capacity borrowing​

  • Channel capacity borrowing — when on, an agent may exceed a single channel's limit by using unused capacity from the other channels they handle. The agent's total assigned tickets are capped by the combined sum of their channel limits instead of each channel's own limit.

For example, with a WhatsApp limit of 3 and an Email limit of 5, an agent who handles both channels has a pooled capacity of 8. If no email tickets are waiting, that agent can hold up to 8 WhatsApp tickets; as email tickets arrive, they draw from the same pool.

Notes:

  • The toggle is off by default, applies account-wide, and saves immediately.
  • Ticket limit overrides scoped to specific teams still cap their own tickets — borrowing never pushes a team bucket past its override. Channel-wide overrides contribute their overridden value to the pooled sum.
  • Manual tickets do not participate in borrowing; they keep their own separate cap.
  • Backend agents are channel-agnostic, so their pool spans all five channels.
  • Borrowed capacity is first-come-first-served: if one channel fills the pool, tickets on the agent's other channels wait until assigned tickets resolve and free slots.

See Channel capacity borrowing under the assignment logic for how the pooled limit is evaluated.

Configure ticket limit overrides​

Each override row has:

  • Teams — one or more teams the override applies to. Leave empty to apply to all teams.
  • Channel — the channel the override applies to. Leave empty (All channels) to apply across every channel.
  • Tickets — the ticket limit for this scope (minimum 1).
  • Order — use the up/down arrows to reorder the rows.
  • Delete — remove the override (with a confirm prompt).

Flowcall does not allow duplicate team-and-channel scopes. An empty Teams field counts as all teams, and an empty Channel field counts as all channels when checking for a duplicate.

Use Add override to create a row. Override changes remain local until you press Save, so you can add, reorder, and delete several rows together.

Agent reassignment​

Configure manual assignment, reassignment, unassignment, and team changes under Teams → Roles → Action access. These are separate permissions for each role and account. Taking an unassigned ticket yourself is also separate from taking over another agent's assigned ticket.

See Roles & Action Access for the full permission list and how existing account settings contribute to initial defaults. Agent Capacity continues to control limits and availability, rather than who may perform these actions.

Unavailable agent assignment​

  • Unavailable agent assignment — when on, tickets can be assigned to agents who are currently marked unavailable (for example, away or on a break). Leave it off to route work only to available agents; turn it on for small teams where coverage matters more than respecting availability status.

Auto-actions​

Automatic status and ticket management based on inactivity. Both fields accept 0–1440 minutes (up to 24 hours). Leave a field blank to disable that action.

  • Auto mark offline after — after this many minutes with no agent activity, the agent is automatically switched to offline. This keeps queued work from waiting on someone who has stepped away without signing out.
  • Auto unassign ticket after — after this many minutes with no movement on an assigned ticket, the ticket is automatically unassigned and returned to the queue so another available agent can pick it up.

Set these to match your shift patterns: short enough that abandoned work is recovered quickly, long enough that agents genuinely working a slow ticket aren't logged out or stripped of it mid-conversation.