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Route conversations based on team capacity
Route conversations based on team capacity

How to route conversations down different paths in Workflows depending on your team capacity.

Beth-Ann Sher avatar
Written by Beth-Ann Sher
Updated over a week ago

Set up Workflow targeting rules, build out any branching, and apply rule conditions using the Team capacity condition.

Specify a team and whether or not you want this Workflow to match based on the team having capacity (one or more team members without conversations assigned) or not having capacity (all team members have conversations assigned).

This is great if you want to serve an automation experience for your customers only if all your Support reps are busy.

In Workflow rules

Trigger a Workflow with Audience rules based on your team capacity for handling conversations.

In mid-Workflow branches

Create a branch mid-Workflow with a Team capacity condition, then create the appropriate path for them to follow based on this capacity.


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