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data-testid="breadcrumb-2">Workload management</a><div class="pr-2" aria-hidden="true"><svg width="6" height="10" viewBox="0 0 6 10" class="block h-2 w-2 fill-body-secondary-color rtl:rotate-180" xmlns="http://www.w3.org/2000/svg"><path fill-rule="evenodd" clip-rule="evenodd" d="M0.648862 0.898862C0.316916 1.23081 0.316916 1.769 0.648862 2.10094L3.54782 4.9999L0.648862 7.89886C0.316916 8.23081 0.316917 8.769 0.648862 9.10094C0.980808 9.43289 1.519 9.43289 1.85094 9.10094L5.35094 5.60094C5.68289 5.269 5.68289 4.73081 5.35094 4.39886L1.85094 0.898862C1.519 0.566916 0.980807 0.566916 0.648862 0.898862Z"></path></svg></div><div class="text-body-secondary-color">Workload management explained</div></div></div><div class=""><div class="article intercom-force-break"><div class="mb-10 max-lg:mb-6"><div class="flex flex-col gap-4"><div class="flex flex-col"><header class="mb-1 font-primary text-2xl font-bold leading-10 text-body-primary-color">Workload management explained</header><div class="text-md font-normal leading-normal text-body-secondary-color"><p>Automatically assign conversations from team inboxes to the most available and relevant teammate.</p></div></div><div class="avatar"><div class="avatar__photo"><img width="24" height="24" src="https://static.intercomassets.com/avatars/5355539/square_128/5355539-1665143317.jpg" alt="Beth-Ann Sher avatar" class="inline-flex items-center justify-center rounded-full bg-primary text-lg font-bold leading-6 text-primary-text shadow-solid-2 shadow-body-bg [&:nth-child(n+2)]:hidden lg:[&:nth-child(n+2)]:inline-flex h-8 w-8 sm:h-9 sm:w-9"/></div><div class="avatar__info -mt-0.5 text-base"><span class="text-body-secondary-color"><div>Written by <span>Beth-Ann Sher</span></div> Updated over 3 months ago</span></div></div></div></div><div class="jsx-ef86202475c6562f flex-col"><div class="jsx-ef86202475c6562f mb-7 ml-0 text-md max-messenger:mb-6 lg:hidden"><div class="jsx-27f84a20f81f6ce9 table-of-contents 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6.24693 3.93353 5.93451Z" fill="currentColor"></path></svg></div></div><div data-testid="toc-body" class="jsx-27f84a20f81f6ce9 hidden my-2"><section data-testid="toc-section-0" class="jsx-27f84a20f81f6ce9 flex border-y-0 border-e-0 border-s-2 border-solid py-1.5 max-lg:border-none border-body-toc-active-border px-4"><a id="#h_2687d55ea7" href="#h_2687d55ea7" data-testid="toc-link-0" class="jsx-27f84a20f81f6ce9 w-full no-underline hover:text-body-primary-color max-lg:inline-block max-lg:text-body-primary-color max-lg:hover:text-primary lg:text-base font-toc-active text-body-primary-color"></a></section><section data-testid="toc-section-1" class="jsx-27f84a20f81f6ce9 flex border-y-0 border-e-0 border-s-2 border-solid py-1.5 max-lg:border-none px-4"><a id="#h_0a8ee3b425" href="#h_0a8ee3b425" data-testid="toc-link-1" class="jsx-27f84a20f81f6ce9 w-full no-underline hover:text-body-primary-color max-lg:inline-block max-lg:text-body-primary-color max-lg:hover:text-primary lg:text-base text-body-toc-inactive-color"></a></section><section data-testid="toc-section-2" class="jsx-27f84a20f81f6ce9 flex border-y-0 border-e-0 border-s-2 border-solid py-1.5 max-lg:border-none px-7"><a id="#h_59c9d43b6e" href="#h_59c9d43b6e" data-testid="toc-link-2" class="jsx-27f84a20f81f6ce9 w-full no-underline hover:text-body-primary-color max-lg:inline-block max-lg:text-body-primary-color max-lg:hover:text-primary lg:text-base text-body-toc-inactive-color"></a></section></div></div></div><div class="jsx-ef86202475c6562f article_body"><article class="jsx-ef86202475c6562f "><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p>Customer expectations from support teams are on the rise. They expect a response within minutes if not seconds. The magnitude of the challenge increases with the number of conversations your team receives. How can you ensure that the most critical conversation is assigned to the most available and relevant teammate as quickly as possible? This is when <b>workload management</b> comes into play.</p></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p> </p></div><div class="intercom-interblocks-heading intercom-interblocks-align-left"><h1 id="h_2687d55ea7">Workload management in action</h1></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p>Let’s start with a simplified version of how conversations flow through Intercom.</p></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p> </p></div><div class="intercom-interblocks-image intercom-interblocks-align-left"><a href="https://intercom.intercom-attachments-7.com/i/o/580861568/397a891cbfd6abb199b75904/0f2BgP_lM9omYFoXVLPQy0JoPy-OWCg5v42zsIiCbCjTBcAq7WdHs6myddh2X7m7vHWeBfmC8nmpa3O4NPkh_6MLkxYotK-aR5ks0VDbzgYVcIsFIAMmSb7JVNiveLrHUZOZdysvb0NlURIZur8ApnpsGz5q6vYWNhTKb9CB_fXEvR2RdFGdsKIxcQ?expires=1739808900&signature=a3b94674d9af112a4aed7d2689e4430a8465b5e4b590c640ce5686f27cd74fb2&req=cSgnHs9%2FmIdXFb4f3HP0gAFbJLK14dJzhlR6Wk0ynHgOLnzwDR99V%2Fncq4Rt%0Agy0cydTWCxQMj%2Fqenw%3D%3D%0A" target="_blank" rel="noreferrer nofollow noopener"><img src="https://intercom.intercom-attachments-7.com/i/o/580861568/397a891cbfd6abb199b75904/0f2BgP_lM9omYFoXVLPQy0JoPy-OWCg5v42zsIiCbCjTBcAq7WdHs6myddh2X7m7vHWeBfmC8nmpa3O4NPkh_6MLkxYotK-aR5ks0VDbzgYVcIsFIAMmSb7JVNiveLrHUZOZdysvb0NlURIZur8ApnpsGz5q6vYWNhTKb9CB_fXEvR2RdFGdsKIxcQ?expires=1739808900&signature=a3b94674d9af112a4aed7d2689e4430a8465b5e4b590c640ce5686f27cd74fb2&req=cSgnHs9%2FmIdXFb4f3HP0gAFbJLK14dJzhlR6Wk0ynHgOLnzwDR99V%2Fncq4Rt%0Agy0cydTWCxQMj%2Fqenw%3D%3D%0A"/></a></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p>Conversations coming from the Intercom Messenger, your support email, or social channels, pass by your <a href="https://www.intercom.com/help/en/articles/6561699-assign-conversations-to-teammates-and-teams#h_e4b3f30fdc">Workflows</a> that assign them to the appropriate team inbox. Conversations waiting in a team inbox are then assigned to teammates who belong to it.</p></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p> </p></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p>This article focuses on the last step in the diagram above: assigning the most critical conversations from the various team inboxes to the most available and relevant teammate as quickly as possible.</p></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p> </p></div><div class="intercom-interblocks-heading intercom-interblocks-align-left"><h1 id="h_0a8ee3b425">Assignment methods for workload management</h1></div><div class="intercom-interblocks-unordered-nested-list"><ul><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p><b>Balanced assignment:</b> We recommend balanced assignment to support teams. It ensures teammates workload is evenly distributed and that the most critical conversations are addressed first. Conversations are assigned to the <a href="https://www.intercom.com/help/en/articles/6522874-automatically-reassign-conversations-when-you-re-away">active teammate</a> with the fewest <i>open</i> conversations. Teammates with open conversations equal or above their assignment limit don’t receive more conversations. You can control the order in which conversations are assigned to teammates. <a href="https://www.intercom.com/help/en/articles/6553774-balanced-assignment-deep-dive">Read a balanced assignment deep dive here</a>.</p></div></li><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p><b>Round robin:</b> This is suitable for sales teams to ensure new leads are distributed evenly across teammates. Conversations are assigned to <a href="https://www.intercom.com/help/en/articles/6522874-automatically-reassign-conversations-when-you-re-away">active teammates</a> in a sequential order. Round robin doesn’t account for teammates assignment limit. <a href="https://www.intercom.com/help/en/articles/6512504-assign-conversations-evenly-using-round-robin">Read a round robin deep dive here</a>.</p></div></li><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p><b>Manual assignment:</b> We recommend manual assignment only when it is not a critical team inbox and you don’t want it to distract your teammates. Conversations will not be automatically assigned to individual teammates (unless they match one of your <a href="https://www.intercom.com/help/en/articles/6561699-assign-conversations-to-teammates-and-teams#h_e4b3f30fdc">assignment rules</a>). This is the default setting for new team inboxes. </p></div></li></ul></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p> </p></div><div class="intercom-interblocks-callout" style="background-color:#feedaf80;border-color:#fbc91633"><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p><b>Note:</b> </p></div><div class="intercom-interblocks-unordered-nested-list"><ul><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p>Conversation volume control is currently not available in our mobile SDKs.</p></div></li><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p>The different assignment methods are available on specific plans. <a href="https://www.intercom.com/pricing" rel="nofollow noopener noreferrer" target="_blank">See our plans and pricing here</a>.</p></div></li></ul></div></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p> </p></div><div class="intercom-interblocks-subheading intercom-interblocks-align-left"><h2 id="h_59c9d43b6e">Changing the assignment method of different team inboxes</h2></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p>Navigate to <a href="https://app.intercom.com/a/apps/_/settings/workspace/general" rel="nofollow noopener noreferrer" target="_blank">Settings > Inbox > Team inboxes</a>.</p></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p> </p></div><div class="intercom-interblocks-image intercom-interblocks-align-left"><a href="https://downloads.intercomcdn.com/i/o/tx2p130c/1267958127/1b921f43e36f9497a426ee9c0de5/CleanShot+2024-11-27+at+16_16_56%402x.png?expires=1739808900&signature=e6cfbef1c327e608dcd389b1cf51368ab9ec7a2586cdbb54c3db1ca3564e0a64&req=dSIhEcB7lYBdXvMW1HO4zUBbm2cCdmdu%2FVcIZFcL%2B7FBDb%2B56m9YGHHjwzYp%0ATH65YjScc4z0A%2F8l8y8%3D%0A" target="_blank" rel="noreferrer nofollow noopener"><img src="https://downloads.intercomcdn.com/i/o/tx2p130c/1267958127/1b921f43e36f9497a426ee9c0de5/CleanShot+2024-11-27+at+16_16_56%402x.png?expires=1739808900&signature=e6cfbef1c327e608dcd389b1cf51368ab9ec7a2586cdbb54c3db1ca3564e0a64&req=dSIhEcB7lYBdXvMW1HO4zUBbm2cCdmdu%2FVcIZFcL%2B7FBDb%2B56m9YGHHjwzYp%0ATH65YjScc4z0A%2F8l8y8%3D%0A" width="2593" height="1183"/></a></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p> </p></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p>Next, click on a team inbox name to expand its configurations and select the needed assignment method.</p></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p> </p></div><div class="intercom-interblocks-image intercom-interblocks-align-left"><a href="https://downloads.intercomcdn.com/i/o/1103479033/ed1e8cc06af7e511f17b3804/image.png?expires=1739808900&signature=d2c5030808b4e744f68f22f86940bd3805834fcd089d452389b93151b7bf1f11&req=dSEnFc15lIFcWvMW1HO4zUmJuNkmWjbm8sB9riK0NKBMTT0C67b8BUJLHksV%0AdgYPKbcQep602xYJx0M%3D%0A" target="_blank" rel="noreferrer nofollow noopener"><img src="https://downloads.intercomcdn.com/i/o/1103479033/ed1e8cc06af7e511f17b3804/image.png?expires=1739808900&signature=d2c5030808b4e744f68f22f86940bd3805834fcd089d452389b93151b7bf1f11&req=dSEnFc15lIFcWvMW1HO4zUmJuNkmWjbm8sB9riK0NKBMTT0C67b8BUJLHksV%0AdgYPKbcQep602xYJx0M%3D%0A" width="1218" height="720"/></a></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p> </p></div><section class="mt-6"><hr class="bg-body-border"/><div class="t__h4 mb-4">💡<b class="ml-1 font-bold">Tip</b></div><p class="text-center"><b>Need more help?</b> Get support from our <a href="https://community.intercom.com/?utm_source=ii-help-center&utm_medium=internal">Community Forum</a><br/>Find answers and get help from Intercom Support and Community Experts</p><hr class="bg-body-border"/></section><section class="jsx-62724fba150252e0 related_articles mt-8"><div class="jsx-62724fba150252e0 mb-3 text-xl font-bold">Related Articles</div><section class="flex flex-col rounded-card border border-solid border-card-border bg-card-bg p-2 sm:p-3"><a class="duration-250 group/article flex flex-row justify-between gap-2 py-2 no-underline transition ease-linear hover:bg-primary-alpha-10 hover:text-primary sm:rounded-card-inner sm:py-3 rounded-card-inner px-3" href="https://www.intercom.com/help/en/articles/197-organize-team-inboxes" data-testid="article-link"><div class="flex flex-col p-0"><span class="m-0 text-md text-body-primary-color group-hover/article:text-primary">Organize team inboxes</span></div><div class="flex shrink-0 flex-col justify-center p-0"><svg class="block 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They expect a response within minutes if not seconds. The magnitude of the challenge increases with the number of conversations your team receives. How can you ensure that the most critical conversation is assigned to the most available and relevant teammate as quickly as possible? This is when \u003cb\u003eworkload management\u003c/b\u003e comes into play.","class":"no-margin"},{"type":"paragraph","text":" ","class":"no-margin"},{"type":"heading","text":"Workload management in action","idAttribute":"h_2687d55ea7"},{"type":"paragraph","text":"Let’s start with a simplified version of how conversations flow through Intercom.","class":"no-margin"},{"type":"paragraph","text":" ","class":"no-margin"},{"type":"image","url":"https://intercom.intercom-attachments-7.com/i/o/580861568/397a891cbfd6abb199b75904/0f2BgP_lM9omYFoXVLPQy0JoPy-OWCg5v42zsIiCbCjTBcAq7WdHs6myddh2X7m7vHWeBfmC8nmpa3O4NPkh_6MLkxYotK-aR5ks0VDbzgYVcIsFIAMmSb7JVNiveLrHUZOZdysvb0NlURIZur8ApnpsGz5q6vYWNhTKb9CB_fXEvR2RdFGdsKIxcQ?expires=1739808900\u0026signature=a3b94674d9af112a4aed7d2689e4430a8465b5e4b590c640ce5686f27cd74fb2\u0026req=cSgnHs9%2FmIdXFb4f3HP0gAFbJLK14dJzhlR6Wk0ynHgOLnzwDR99V%2Fncq4Rt%0Agy0cydTWCxQMj%2Fqenw%3D%3D%0A"},{"type":"paragraph","text":"Conversations coming from the Intercom Messenger, your support email, or social channels, pass by your \u003ca href=\"https://www.intercom.com/help/en/articles/6561699-assign-conversations-to-teammates-and-teams#h_e4b3f30fdc\"\u003eWorkflows\u003c/a\u003e that assign them to the appropriate team inbox. Conversations waiting in a team inbox are then assigned to teammates who belong to it.","class":"no-margin"},{"type":"paragraph","text":" ","class":"no-margin"},{"type":"paragraph","text":"This article focuses on the last step in the diagram above: assigning the most critical conversations from the various team inboxes to the most available and relevant teammate as quickly as possible.","class":"no-margin"},{"type":"paragraph","text":" ","class":"no-margin"},{"type":"heading","text":"Assignment methods for workload management","idAttribute":"h_0a8ee3b425"},{"type":"unorderedNestedList","text":"- \u003cb\u003eBalanced assignment:\u003c/b\u003e We recommend balanced assignment to support teams. It ensures teammates workload is evenly distributed and that the most critical conversations are addressed first. Conversations are assigned to the \u003ca href=\"https://www.intercom.com/help/en/articles/6522874-automatically-reassign-conversations-when-you-re-away\"\u003eactive teammate\u003c/a\u003e with the fewest \u003ci\u003eopen\u003c/i\u003e conversations. Teammates with open conversations equal or above their assignment limit don’t receive more conversations. You can control the order in which conversations are assigned to teammates. \u003ca href=\"https://www.intercom.com/help/en/articles/6553774-balanced-assignment-deep-dive\"\u003eRead a balanced assignment deep dive here\u003c/a\u003e.\n- \u003cb\u003eRound robin:\u003c/b\u003e This is suitable for sales teams to ensure new leads are distributed evenly across teammates. Conversations are assigned to \u003ca href=\"https://www.intercom.com/help/en/articles/6522874-automatically-reassign-conversations-when-you-re-away\"\u003eactive teammates\u003c/a\u003e in a sequential order. Round robin doesn’t account for teammates assignment limit. \u003ca href=\"https://www.intercom.com/help/en/articles/6512504-assign-conversations-evenly-using-round-robin\"\u003eRead a round robin deep dive here\u003c/a\u003e.\n- \u003cb\u003eManual assignment:\u003c/b\u003e We recommend manual assignment only when it is not a critical team inbox and you don’t want it to distract your teammates. Conversations will not be automatically assigned to individual teammates (unless they match one of your \u003ca href=\"https://www.intercom.com/help/en/articles/6561699-assign-conversations-to-teammates-and-teams#h_e4b3f30fdc\"\u003eassignment rules\u003c/a\u003e). This is the default setting for new team inboxes. ","items":[{"content":[{"type":"paragraph","text":"\u003cb\u003eBalanced assignment:\u003c/b\u003e We recommend balanced assignment to support teams. It ensures teammates workload is evenly distributed and that the most critical conversations are addressed first. Conversations are assigned to the \u003ca href=\"https://www.intercom.com/help/en/articles/6522874-automatically-reassign-conversations-when-you-re-away\"\u003eactive teammate\u003c/a\u003e with the fewest \u003ci\u003eopen\u003c/i\u003e conversations. Teammates with open conversations equal or above their assignment limit don’t receive more conversations. You can control the order in which conversations are assigned to teammates. \u003ca href=\"https://www.intercom.com/help/en/articles/6553774-balanced-assignment-deep-dive\"\u003eRead a balanced assignment deep dive here\u003c/a\u003e.","class":"no-margin"}]},{"content":[{"type":"paragraph","text":"\u003cb\u003eRound robin:\u003c/b\u003e This is suitable for sales teams to ensure new leads are distributed evenly across teammates. Conversations are assigned to \u003ca href=\"https://www.intercom.com/help/en/articles/6522874-automatically-reassign-conversations-when-you-re-away\"\u003eactive teammates\u003c/a\u003e in a sequential order. Round robin doesn’t account for teammates assignment limit. \u003ca href=\"https://www.intercom.com/help/en/articles/6512504-assign-conversations-evenly-using-round-robin\"\u003eRead a round robin deep dive here\u003c/a\u003e.","class":"no-margin"}]},{"content":[{"type":"paragraph","text":"\u003cb\u003eManual assignment:\u003c/b\u003e We recommend manual assignment only when it is not a critical team inbox and you don’t want it to distract your teammates. Conversations will not be automatically assigned to individual teammates (unless they match one of your \u003ca href=\"https://www.intercom.com/help/en/articles/6561699-assign-conversations-to-teammates-and-teams#h_e4b3f30fdc\"\u003eassignment rules\u003c/a\u003e). This is the default setting for new team inboxes. ","class":"no-margin"}]}]},{"type":"paragraph","text":" ","class":"no-margin"},{"type":"callout","content":[{"type":"paragraph","text":"\u003cb\u003eNote:\u003c/b\u003e ","class":"no-margin"},{"type":"unorderedNestedList","text":"- Conversation volume control is currently not available in our mobile SDKs.\n- The different assignment methods are available on specific plans. \u003ca href=\"https://www.intercom.com/pricing\" rel=\"nofollow noopener noreferrer\" target=\"_blank\"\u003eSee our plans and pricing here\u003c/a\u003e.","items":[{"content":[{"type":"paragraph","text":"Conversation volume control is currently not available in our mobile SDKs.","class":"no-margin"}]},{"content":[{"type":"paragraph","text":"The different assignment methods are available on specific plans. \u003ca href=\"https://www.intercom.com/pricing\" rel=\"nofollow noopener noreferrer\" target=\"_blank\"\u003eSee our plans and pricing here\u003c/a\u003e.","class":"no-margin"}]}]}],"style":{"backgroundColor":"#feedaf80","borderColor":"#fbc91633"}},{"type":"paragraph","text":" ","class":"no-margin"},{"type":"subheading","text":"Changing the assignment method of different team inboxes","idAttribute":"h_59c9d43b6e"},{"type":"paragraph","text":"Navigate to \u003ca href=\"https://app.intercom.com/a/apps/_/settings/workspace/general\" rel=\"nofollow noopener noreferrer\" target=\"_blank\"\u003eSettings \u0026gt; Inbox \u0026gt; Team inboxes\u003c/a\u003e.","class":"no-margin"},{"type":"paragraph","text":" ","class":"no-margin"},{"type":"image","url":"https://downloads.intercomcdn.com/i/o/tx2p130c/1267958127/1b921f43e36f9497a426ee9c0de5/CleanShot+2024-11-27+at+16_16_56%402x.png?expires=1739808900\u0026signature=e6cfbef1c327e608dcd389b1cf51368ab9ec7a2586cdbb54c3db1ca3564e0a64\u0026req=dSIhEcB7lYBdXvMW1HO4zUBbm2cCdmdu%2FVcIZFcL%2B7FBDb%2B56m9YGHHjwzYp%0ATH65YjScc4z0A%2F8l8y8%3D%0A","width":2593,"height":1183},{"type":"paragraph","text":" ","class":"no-margin"},{"type":"paragraph","text":"Next, click on a team inbox name to expand its configurations and select the needed assignment method.","class":"no-margin"},{"type":"paragraph","text":" ","class":"no-margin"},{"type":"image","url":"https://downloads.intercomcdn.com/i/o/1103479033/ed1e8cc06af7e511f17b3804/image.png?expires=1739808900\u0026signature=d2c5030808b4e744f68f22f86940bd3805834fcd089d452389b93151b7bf1f11\u0026req=dSEnFc15lIFcWvMW1HO4zUmJuNkmWjbm8sB9riK0NKBMTT0C67b8BUJLHksV%0AdgYPKbcQep602xYJx0M%3D%0A","width":1218,"height":720},{"type":"paragraph","text":" ","class":"no-margin"}],"collectionId":"3633040","description":"Automatically assign conversations from team inboxes to the most available and relevant teammate.","id":"6319983","lastUpdated":"Updated over 3 months ago","relatedArticles":[{"title":"Organize team inboxes","url":"https://www.intercom.com/help/en/articles/197-organize-team-inboxes"},{"title":"Round robin deep dive","url":"https://www.intercom.com/help/en/articles/6512504-round-robin-deep-dive"},{"title":"Monitoring your team’s workload and capacity","url":"https://www.intercom.com/help/en/articles/6560699-monitoring-your-team-s-workload-and-capacity"},{"title":"Assign conversations to teammates and teams","url":"https://www.intercom.com/help/en/articles/6561699-assign-conversations-to-teammates-and-teams"},{"title":"Manage phone availability","url":"https://www.intercom.com/help/en/articles/8488914-manage-phone-availability"}],"targetUserType":"everyone","title":"Workload management explained","showTableOfContents":true,"synced":false},"breadcrumbs":[{"url":"https://www.intercom.com/help/en/collections/3497068-inbox","name":"Inbox"},{"url":"https://www.intercom.com/help/en/collections/3497074-conversations","name":"Conversations"},{"url":"https://www.intercom.com/help/en/collections/3633040-workload-management","name":"Workload management"}],"selectedReaction":null,"showReactions":true,"themeCSSCustomProperties":{"--body-bg":"rgb(255, 255, 255)","--body-image":"none","--body-bg-rgb":"255, 255, 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