**To limit the number of simultaneous conversations per agent in Papo (https://papo.global/), use the active service capacity setting available in each agent’s options. This feature prevents an agent from accumulating more conversations than they can manage, reducing response time and preventing team overload.**

## Feature summary

| Aspect | Description |
| :--- | :--- |
| **What it does** | Sets a cap on active conversations per agent. |
| **Main benefit** | Distributes workload and maintains service quality. |
| **How to enable** | In the agent settings, enter the maximum number of simultaneous conversations. |
| **Impact on the queue** | When an agent reaches the limit, new conversations are routed to other available agents or remain in the queue. |

## How the simultaneous conversation limit works

Papo allows you to set a maximum number of conversations an agent can handle at the same time. This setting is applied individually, allowing you to adjust capacity according to each team member’s experience or role.

When an agent reaches the defined limit, the system automatically stops assigning new conversations to them. Conversations that arrive while the agent is at the limit will be forwarded to other available agents on the same team or, if no one is available, will remain in the waiting queue until a slot opens up.

This mechanism works together with automatic assignment rules and team organization. For example, if you have a Support team with three agents and each is limited to 5 conversations, the system distributes new requests among them in a balanced way, preventing a single agent from becoming overloaded while the others are idle.

## When to use the simultaneous conversation limit

- **Teams with variable volume:** during peak hours, the limit prevents an agent from receiving all conversations at once.
- **Agents in training:** new agents can start with a lower limit until they gain speed.
- **Specialized service:** an agent handling complex cases may need fewer simultaneous conversations to maintain quality.
- **Operations with strict SLAs:** by preventing overload, first response time and average handling time tend to improve.

## How to configure the simultaneous conversation limit

The setting is configured directly in each agent’s profile, within the capacity options. To set the limit:

1. Go to the agent settings in your Papo account.
2. Select the agent you want to adjust.
3. Locate the simultaneous conversation limit option (or active service capacity).
4. Enter the desired maximum number and save.

If the option is not visible, check whether your plan includes this feature or contact Papo support to enable it.

After saving, the new limit takes effect immediately. Conversations already assigned to the agent are not affected; only new assignments will respect the cap.

## Integration with teams and automation rules

The simultaneous conversation limit works best when combined with well-structured teams and automation rules. When configuring a team, you can define that conversations are distributed only among agents who have not yet reached the limit. This ensures the load is balanced automatically, without the need for manual intervention.

In addition, you can create automation rules that take agent capacity into account. For example, a rule can assign conversations from a specific channel to a team, and the system will respect each member’s individual limits.

## Frequently asked questions

### What happens when all agents on a team reach the limit?

New conversations remain in the team queue until an agent frees up a slot by closing or transferring an active conversation. You can configure a maximum waiting time and, if desired, trigger an automatic message informing the customer about the wait.

### Can I set different limits for each agent?

Yes. The setting is individual, allowing senior agents to have a higher limit than beginners, for example.

### Does the limit affect conversations already assigned to the agent?

No. Conversations already in progress continue normally. The limit applies only to new assignments.

### How does the limit interact with manual conversation transfers?

If an agent is already at the limit and you try to transfer a conversation to them manually, the system may prevent the transfer or warn that the agent is at maximum capacity. In this case, choose another agent or wait for a slot to open up.

### Is it possible to set a default limit for all agents on a team?

Currently, the limit is configured per agent. To apply the same value to multiple agents, you must adjust each one individually. Check the team settings to see whether bulk limit options are available.

### Where can I find the simultaneous conversation limit option?

The option is available in each agent’s settings. If you cannot find it, check the updated documentation or contact Papo support to confirm availability on your plan.

## Read also

- [How to create and manage agent teams in Papo](/hc/papo/articles/how-to-create-and-manage-agent-teams-in-papo)
- [How to configure conversation escalation between support levels (N1, N2, N3) in Papo](/hc/papo/articles/how-to-configure-conversation-escalation-support-levels-n1-n2-n3)

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With Papo, you set service limits per agent and keep control of your operation without overloading anyone.