Users & Capacity Follow

The Users & Capacity settings allow administrators to manage each teammate's conversation capacity, working availability, inbox assignments, and seat type from a single place. These settings determine whether a teammate can receive automatically routed conversations and which inboxes they can access.

To configure this,

• Navigate to the Profile Icon on the top right corner
• Click on Setup
• Head over to Conversation
• Select Users & Capacity

• Capacity and Membership: This section allows you to manage the availability, conversation capacity, working shift, and inbox membership of your teammates. You can also use the available filters to find specific teammates.
• Search and Filters: Use the following options to filter the teammate list:
  • Search teammates: Enter a teammate's name to filter the list as you type.
  • Status: Filter teammates based on their current availability, such as Any, Available, Away, and Away & Reassign.
  • Seats: Filter teammates based on their seat type.
• Teammate Settings: Each teammate is displayed as a separate row. You can configure the following settings for each teammate:
  • Availability Mode: Change the teammate's current availability status.
  • Total Capacity: Set the maximum number of conversations the teammate can actively handle. It determines the maximum number of conversations a teammate can actively handle across all the inboxes they belong to. 
  • Working Shift: Assign an existing availability schedule or create a new one. 
  • Unified Inbox Assignments: Select the shared inboxes that the teammate belongs to.

• Once changes are done, it gets auto-saved.