Set Up Queues and Agent Capacity for the Bot User

We recommend that you start with a capacity of 100 and increase the value based on your peak concurrent chat traffic volume trends.

You can override the global chat capacity for the bot to 100 vs. modifying the global capacity. However, this number shouldn't exceed your max allowed concurrent ODA sessions.You can always augment this live agent assistance using overflow queues should you need additional capacity than your max allowed concurrent ODA sessions.

Note: As a prerequisite to this task, you must enable the Edit Capacities option.

Enable the Edit Capacities Option

1. Click Setup and Maintenance.
2. From the Setup page, choose Service, and then from the Functional Areas list, select Communication Channels.
3. Click the Manage Capacities task.
4. Make sure the Enable Channel Capacities to Be Overridden for Individuals checkbox is selected.
5. Click Save and Close.

Set Up the Chat Bot Queue

1. From the Service homepage, click the Queues tile to view the Queues dashboard.

2. Click Create Queue.

3. Set up your bot queue by doing the following:

   1. Enter a name for the queue.
   2. For the Distribution field, click Automatic.
   3. Click Save and Continue.
   4. Click the Resources icon in the explorer.
   5. Click the Add Resources button, then search for the bot you created.
   6. Select the bot and click Apply, and then click OK.
   7. Click Save and Close.
4. From the queues dashboard click the Capacities... button.
5. On the Edit Capacities workspace, click the Agents drop-down list, and choose Select Individuals.
6. On the Add Agents workspace, enter your chat bot name, then click Search.
7. Select the chat bot you created from the search results, and click OK.
8. On the Edit Capacities workspace, set the capacity of the Chat field to a high number, and then click Save and Close.