Customer context: A customer is experiencing unexpected chat sessions assigned to an agent, even when the agent already seems to have all of their chat slots full.
Customer: Why does a chat ring to an agent when all their chat slots are full?
Answer: If neither customer nor agent sends messages for the time defined in Configuration > Chat > Inactivity Time, the chat becomes inactive. When a chat is inactive, it frees up a slot, and a new incoming chat can start ringing to the agent.