Customer context: A customer wants to adjust the maximum number of simultaneous chats for their agents.
Customer: Can I change the maximum number of chats that my agents can have at the same time?
Answer: You can adjust the maximum chat load of your agents by going to Configuration > Agents > edit agent > Settings > Max chat load field. After an agent reaches this limit, no new chats will ring to them, but they can still pick up new chats manually, if needed.