It would be wonderful to be able to limit the number of chats a person can have on the go at one time. (ie. set a maximum number of chats per user.)
Our team, in particular, is small and has other things on the go while on chats, but we have a high volume of tickets/chats. It would be nice to be able to limit so our customers are then experiencing extreme wait times.
Hello, HubSpot community! We're excited to announce that Capacity Limits for Live Chat is available to all Service Hub Enterprise customers! To learn how to enable and configure limits for your portal, check out this KB article.
Global capacity limits for live chat agents is now in public beta!
To enable your account, review this article walking through the process to opt into public betas. By default, capacity limits is not enabled so you will need to turn it on after you have opted into the beta. You can follow the steps in this article to enable and configure capacity limits on your account.
Please Note: This feature is only available for Service Hub Enterprise customers. Only automatic routing utilizes capacity limits, which means the agent must have an assigned Sales Hub or Service Hub paid seat. If the agent does not have access to a paid seat, they will not be considered in the routable pool of agents nor will their capacity limits be considered.
Hello, everyone, I’m excited to announce we are very close to delivering Global Capacity Limits for Live Chat for our Service Hub Enterprise customers. With this feature, Admins can help their agents manage their workloads by limiting the number of simultaneous, active live chats assigned.
We plan to run a private and public beta of this feature before going live with it. The private beta is running right now and the public beta will come in mid-April–just a few short weeks!
You can see a live demo, as well as our 2023 routing and assignment roadmap, in this webinar.
Here’s a quick summary of private and public beta capabilities:
Private Beta
Admins can disable / enable Capacity Limits for their account
Admins can set a limit for the number of simultaneous, active live chats that can be auto-assigned for all agents*
Agents can see a capacity indicator in their workspace when they are at capacity
Agents can still manually assign chats to themselves or be directly assigned chats
Agent experience is available on mobile and web
Public Beta
All of the above
Admins can decide what behavior the chat launcher should take when all agents are at capacity, including 1) Show a wait message, 2) Do Nothing, or 3) Hide the chat launcher
If you are interested in joining the private beta, please contact your CSM. If you would like to join us for the public beta, watch your Product Updates for an opt-in link in April. For reference, this article explains the terms and eligibility of HubSpot beta programs.
Thank you,
The Routing & Assignment Team
*Please Note: Only automatic routing utilizes capacity limits, which means the agent must have an assigned Sales Hub or Service Hub paid seat. If the agent does not have access to a paid seat, they will not be considered in the routable pool of agents nor will their capacity limits be considered.
Contact your CSM to be part of the private beta running now (March 2023) or wait for the public beta in your Product Updates coming in April 2023.
Summary of private and public beta capabilities:
Private Beta
Admins can disable / enable Capacity Limits for their account
Admins can set a limit for the number of simultaneous, active live chats that can be auto-assigned for all agents*
Agents can see a capacity indicator in their workspace when they are at capacity
Agents can still manually assign chats to themselves or be directly assigned chats
Agent experience is available on mobile and web
Public Beta
All of the above
Admins can decide what behavior the chat launcher should take when all agents are at capacity, including 1) Show a wait message, 2) Do Nothing, or 3) Hide the chat launcher
Hi there! I'm Tilly, a product manager on HubSpot's Service Hub team. Thank you so much for the feedback around this idea. Given other features that are currently in development and in planning, this is not prioritized at the moment. That said, please continue to upvote and comment on the idea -- we will look to address it in the future and will post updates here on any future plans. Thanks!
I have never know a chat application without the ability to limit chats. This would be an excellent feature. This relieves the pressure from our agents.
This feature is very much needed. When large numbers of chats are coming in reps don't always have the time to set themselves away when they reach capacity.
Commenting on behalf of a customer who is requesting the same feature. "This feature would greatly assist in our chat lines as we typically have a lot of incoming chats all at once. The assigned chats begin to pile up between us all and we end up having to work on 30 chats all at once for each person which is a daunting task. We normally make ourselves "unavailable" which is bad for our productivity rates. However is necessary in properly assisting all customers at once. I would like to know if there is a way to possibly limit to approximately 3 incoming chats per chat agent."
Contact your CSM to be part of the private beta running now (March 2023) or wait for the public beta in your Product Updates coming in April 2023.
Summary of private and public beta capabilities:
Private Beta
Admins can disable / enable Capacity Limits for their account
Admins can set a limit for the number of simultaneous, active live chats that can be auto-assigned for all agents*
Agents can see a capacity indicator in their workspace when they are at capacity
Agents can still manually assign chats to themselves or be directly assigned chats
Agent experience is available on mobile and web
Public Beta
All of the above
Admins can decide what behavior the chat launcher should take when all agents are at capacity, including 1) Show a wait message, 2) Do Nothing, or 3) Hide the chat launcher
Hello, everyone, I’m excited to announce we are very close to delivering Global Capacity Limits for Live Chat for our Service Hub Enterprise customers. With this feature, Admins can help their agents manage their workloads by limiting the number of simultaneous, active live chats assigned.
We plan to run a private and public beta of this feature before going live with it. The private beta is running right now and the public beta will come in mid-April–just a few short weeks!
You can see a live demo, as well as our 2023 routing and assignment roadmap, in this webinar.
Here’s a quick summary of private and public beta capabilities:
Private Beta
Admins can disable / enable Capacity Limits for their account
Admins can set a limit for the number of simultaneous, active live chats that can be auto-assigned for all agents*
Agents can see a capacity indicator in their workspace when they are at capacity
Agents can still manually assign chats to themselves or be directly assigned chats
Agent experience is available on mobile and web
Public Beta
All of the above
Admins can decide what behavior the chat launcher should take when all agents are at capacity, including 1) Show a wait message, 2) Do Nothing, or 3) Hide the chat launcher
If you are interested in joining the private beta, please contact your CSM. If you would like to join us for the public beta, watch your Product Updates for an opt-in link in April. For reference, this article explains the terms and eligibility of HubSpot beta programs.
Thank you,
The Routing & Assignment Team
*Please Note: Only automatic routing utilizes capacity limits, which means the agent must have an assigned Sales Hub or Service Hub paid seat. If the agent does not have access to a paid seat, they will not be considered in the routable pool of agents nor will their capacity limits be considered.
Global capacity limits for live chat agents is now in public beta!
To enable your account, review this article walking through the process to opt into public betas. By default, capacity limits is not enabled so you will need to turn it on after you have opted into the beta. You can follow the steps in this article to enable and configure capacity limits on your account.
Please Note: This feature is only available for Service Hub Enterprise customers. Only automatic routing utilizes capacity limits, which means the agent must have an assigned Sales Hub or Service Hub paid seat. If the agent does not have access to a paid seat, they will not be considered in the routable pool of agents nor will their capacity limits be considered.
Hello, HubSpot community! We're excited to announce that Capacity Limits for Live Chat is available to all Service Hub Enterprise customers! To learn how to enable and configure limits for your portal, check out this KB article.
