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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.

Agent ticket limits​

The maximum number of concurrent (open) tickets a single agent can hold, set separately for each channel. When an agent is at their limit for a channel, new tickets on that channel go to other agents or wait in the queue instead of piling onto them.

Set a value (minimum 1) for each channel:

  • WhatsApp — default 5.
  • Email — default 30.
  • Instagram — default 5.
  • Live Chat — default 5.
  • Voice Call — default 50.

The defaults reflect how much attention each channel typically needs at once: email and voice tickets are lighter to hold in parallel than live chats, so their limits are higher.

Ticket limit overrides​

Overrides are optional exceptions to the base limits above, scoped to a specific team, a specific channel, or both. Use them when one team should carry more (or less) than everyone else on a given channel — for example, a senior WhatsApp team that can hold 10 chats while the default stays at 5.

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 rank overrides. Order sets priority: when more than one override could apply, the higher one in the list wins.
  • Delete — remove the override (with a confirm prompt).

How it works. Each override defines a scope of channel + team. You cannot save two overrides that cover the same team-and-channel combination — Flowcall blocks it with "Only one override is allowed for the same team and channel scope." An empty Teams field counts as "all teams" and an empty Channel counts as "all channels" when checking for that clash. Because a single agent can belong to more than one team, the Order ranking decides which override applies first.

Use Add override to append a new row (Flowcall picks the next scope that doesn't clash; if every combination is already used the button is disabled). Your changes stay local until you press Save, so you can add, reorder, and delete several rows and commit them together. Save is disabled until you have unsaved changes.

Agent reassignment​

  • Agent reassignment — when on, agents can hand a ticket they hold to another team member. Turn it off if only supervisors or the routing system should move tickets between agents.

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.