Presently, the team inbox capacity accounts for new conversations only.
I would like to see the team inbox capacity account for new and reopened conversations, so that if the team inbox is set to have a capacity of 2 then I’d see the following:
- Agent has 2 conversations
- Customer replies to a conversation the agent previously responded
- I’d like to see this reopen conversation open in the team inbox rather than in the agent’s inbox if they are at capacity