Capacity
Capacity is the number of tasks of each kind that one person on your team can hold at the same time. A person on a call cannot take a second call, but they may be able to handle more than one chat at once. The Capacity page sets those limits for everyone who takes escalated work in this environment, and Twilio uses them when deciding whether someone can be offered another task. See Twilio's multitasking docs.
The page appears under Contact Centre once human escalation is turned on.
Before You Start
- Role: the Organisation Admin role.
- Twilio connected for this environment. Capacity is written to each person's record in your Twilio TaskRouter workspace, so until Twilio is connected every row is marked Locked and reads "Capacity is written to your Twilio workers. Save the Twilio connection on the Twilio page to edit this." See Twilio.
Each person who signs in to the workspace app has a record in your TaskRouter workspace, which Twilio calls a worker. Limits only reach people once they have signed in. Until anyone has, the page shows "Nobody has signed in to the workspace, so these limits aren't reaching anyone." You can still save, and the limits apply as people sign in.
Channel Capacities
The Channel capacities section has one row per kind of task. The badge beside the heading shows how many people the limits apply to, for example "6 people affected".
| Setting | What it limits | Guidance |
|---|---|---|
| Voice capacity | Voice calls one person can hold at once. | One is almost always correct, because a person cannot be on two calls. |
| Chat capacity | Chat and SMS conversations one person can hold at once. | Set it to the number of conversations your team can handle well at the same time. Raise it gradually and check the results. |
| Default task capacity | Tasks on Twilio's default channel, rather than voice or chat. | Nothing in Agentic creates these tasks yet. |
Every row starts at 1.
Changing Capacity
- Use the stepper on a row to raise or lower the number. The row is marked Changed.
- Check the bar at the bottom of the page. It lists each change and how many people it applies to, for example "Chat capacity: 1 → 3" and "Applies to all 6 people in this environment".
- Select Save changes, or Discard to go back to the saved values.
Saving applies the new limits to everyone taking contacts in this environment. After saving, Undo in the bar puts the previous values back.
Values Not Yet Applied
In a new environment, the rows show 1 with a Not applied tag and the note "These values are not applied to Twilio until you save." The 1 is a starting suggestion, not a value anyone has saved. Select Save changes to apply it, even if you keep the numbers as they are.
Setting a Capacity to Zero
A capacity of 0 is allowed. It means that kind of task is never assigned to anyone in this environment. The row warns you, for example "0 is allowed, and means voice tasks are never assigned to anyone", and the bar describes the change as "Stops voice reaching anyone".
When you save a 0, a confirmation opens first:
- Read the title, for example "Save a voice capacity of 0?", and the line under it, which names the environment: "Nobody in Production will be assigned voice tasks any more. Existing work isn't affected."
- Check the list of changes. It includes every change being saved, not only the zero.
- Select Save changes (or Save both changes when two values are changing) to go ahead, or Keep editing to go back.
A zero saved earlier keeps its warning on the row, so it is easy to spot later.
With voice capacity at 0, escalated calls are never offered to anyone in the environment. Use it only when you deliberately want a channel to stop reaching people, for example while your team only handles chat.
What Happens Next
New limits apply to the next task Twilio offers. Work people are already handling is not affected. Next, set the after-contact work rules on Wrap.