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Configure workload limits

Use Workload Limits to protect agents and keep distribution healthy.

Open directly: Open Workload Limits

Create a workload limit policy​

  1. Open the Workload Limits page.
  2. Select Create policy.
  3. Enter policy name and description.
  4. Configure exclusion rules.
  5. Save and assign agents.

Configure exclusion rules​

Workload limit policies let you exclude conversations from limit counting by using:

  • Labels to exclude specific conversation types
  • Conversation age threshold (minimum 10 minutes, up to 999 days)

This helps ensure edge-case or legacy conversations do not distort active workload balancing.

Assign agents to the policy​

In edit mode, add or remove agents tied to the policy.

Use this to:

  • Limit policy scope to the right teams
  • Avoid applying one workload model to every agent
  • Tune rollout incrementally

Set inbox-level workload limits​

You can define max concurrent conversation limits per inbox in each policy.

  • Add inbox limit rows from the inbox selector
  • Set max conversation count for each inbox
  • Update or remove limits as volume changes

Use inbox limits for channels with very different arrival patterns.

Tip: Start with conservative limits and adjust weekly based on actual queue behavior.

Workload limit policy with exclusion and inbox limits