Better manage team workload with Teammate Configurations

We've made improvements to Workload Management to give support teams greater control over how you assign conversations.

Teammate configurations

You'll see a new "Teammates" tab in Workload Management settings to customize workload per teammate. You can:

• Quickly audit and change teammates membership in team inboxes from one central page.
• Set different assignment limits for individual teammates that fits with their experience and expertise.
• Prioritize inboxes by defining primary and secondary team inboxes for every teammate. Teammates will receive conversations from their secondary inboxes once their primary inbox is empty.

Pull a conversation into the inbox

You can also control whether teammates can self-assign conversations when they've cleared their inboxes.

When enabled, teammates can click the “Pull conversation” button in the inbox to assign a new conversation to themselves.

Read more about workload management here.