Set capacity limits per inbox

Previously, balanced assignment only looked at each teammate’s overall capacity — not the complexity of the inbox the conversation came from.

Now, you can set separate assignment limits per inbox, giving you precise control over how work is distributed based on inbox complexity, customer segment, or team specialization.

For example, agents can handle more conversations from a general support inbox — and fewer from a high-priority VIP inbox.

The result? Faster response times, better prioritization, and no one overloaded by the wrong kind of work.