Capacity settings only apply to the Messaging Channel. For email, Agents can receive as many emails as they want by clicking Next. They will be routed new Customer requests based on Channel priority. But, if capacity is reached for the Messaging Channel and there are emails waiting, clicking Next won’t route any queued emails until an Agent falls below the maximum capacity configured.
Can we limit the number of emails Agents can receive?
Updated
- Updated on Jun 10, 2025
- Published on Jan 30, 2025
- 1 minute(s) read
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