You can decide how many simultaneous conversations an agent should be offered for each channel.The default is 1 conversation for each channel.Watch the video below to learn more about how to change the default settings. Chat example:A chat workload limit of 5 means that an agent will be offered chat conversations until the agent has 5 open chat conversations at the same time. The agent won't be offered a new chat conversation before one of the five open chat conversations are closed by the customer or the agent.You can choose the agent workload for the following channels:Email (includes Contact Form)ChatVoicemailMessaging (includes Facebook Messenger & WhatsApp)Go to Settings.Click on Agents.Set a limit for each channel under Workloads. Please note that this is a global workload that will apply to all agents.Optionally, select Enable conversations offers when on phone and select which channels you want to be offered while on a phone call.Note: Workload is channel specific and doesn't take into account a maximum workload across multiple channels. That means that you can be maxed out on chat but still receive a phone call or an email.