Workload management

Keep support moving as your queue grows. The new Workload management handles assignment, so your team spends less time sorting conversations and more time helping customers.

• Balanced assignment - automatically assign conversations to available teammates with the fewest open conversations, within teammate and inbox limits

• Round robin assignment - distribute new conversations evenly by assigning them to teammates in turn

• Handle urgent conversations first - prioritize the queue by urgency, SLA deadlines, or how long customers have been waiting

• Bring in backup when needed - use backup teammates or route new conversations to another team through Workflows when your usual team is at capacity

• Teammate availability & away modes - set yourself Away or use automatic away mode after inactivity, with optional conversation reassignment when customers reply while you're away

• See where your team needs help - track waiting conversations, teammate availability, and capacity in a live dashboard

Balanced assignment and advanced workload controls are available on the Enterprise plan.

Get started with Workload management →