Concurrency
Concurrency defines the maximum number of open conversations that an agent can handle at a time.
What is concurrency?
Concurrency is the feature that allows setting a limit to the maximum number of conversations that an agent can handle at a particular time.
How does it work?
Suppose if the concurrency is set to 5, and an agent already has 5 open conversations assigned to himself, the 6th conversation will not be assigned automatically. The 6th conversation will either be assigned to a different agent who is handling less than 5 conversations or that will be seen under the Unassigned section.
As soon the agent changes the status of any one of the 5 conversations from Open to Resolved or Waiting or Followup, then the next conversation is automatically assigned to that particular agent.
How to enable and set the concurrency number?
- Login to the LimeChat dashboard.
- Go to Settings.
- Go to Account Settings.
- Select True under Concurrency enabled for your account.
- Enter the Number of conversations limit for each agent.
- Click on Update settings.
