Inbox assignment limits allow managers to set specific capacity limits for each team inbox. This feature provides granular control over workload distribution, allowing you to manage teammate workload based on inbox complexity, customer segments, or team specialization.
Note: This feature is currently in beta.
How it works
Inbox assignment limits work alongside individual teammate assignment limits. For a conversation to be assigned to a teammate, they must have capacity in both:
Their individual teammate limit.
The specific limit set for that inbox.
If a teammate has reached their capacity for a specific inbox, they will not receive further assignments from that inbox, even if they have remaining capacity in their individual limit.
Note: Inbox assignment limits are only enforced for team inboxes where the assignment method is set to Balanced. Inboxes using Round robin or Manual assignment are not affected.
Set up inbox assignment limits
You can configure limits directly in your team settings:
Navigate to Settings > Inbox > Team inboxes.
Select the specific team inbox you want to edit.
Ensure the assignment method is set to Balanced.
Scroll to the Assignment limit section.
Enter the number of assignments per teammate allowed for this specific inbox.
Click Save.
Tip: If the limit is left empty, teammates will receive assignments according to their individual assignment limit without a specific cap for that inbox.
Interactions with other limits
It is important to understand how these limits interact to ensure your team is utilized correctly.
Teammate limits
The teammate limit is always respected. No assignments will take place from a team inbox if a teammate is at their total capacity.
Multiple inboxes
Each inbox limit is enforced independently. A teammate can receive conversations up to the limit for each inbox they belong to, provided they do not exceed their total individual assignment limit.
Example scenario
Teammate A has a total individual limit of 10.
Inbox X has an assignment limit of 3.
In this scenario, Teammate A can receive a maximum of 3 conversations from Inbox X. They can still receive up to 7 conversations from other inboxes (Total 10).
Tickets and phone calls
Tickets
Tickets are included in inbox assignment limits only if tickets are not excluded from balanced assignment routing in your workspace settings.
Phone calls
Phone calls are not subject to inbox assignment limits. They bypass all assignment limits and only check if the teammate is online and not already on a call.
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