---
schema_version: "1"
id: e4dce2167f6ae14929881c49861d3d194498640a2d9d0a87733dc6fbc00bff22
title: Manage Chat Capacity with Omni-Channel
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/live_agent_managing_capacity_with_service_presence.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.live_agent_managing_capacity_with_service_presence.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 851032efa6560fa453ee6b48660b7169ade43541fd2e5a3bb4087359e72667eb
description: If your support organization has been using Chat for a while, you know that you can select an agent’s maximum number of chats by using the Chat Capacity field. When Omni-Channel is enabled in your Salesforce org, however, you need to manage your agent’s chat capacity using Omni-Channel configurations instead.
products:
  - Service Cloud
release: "264"
---
# Manage Chat Capacity with Omni-Channel

If your support organization has been using Chat for a while, you know that you can select an agent’s maximum number of chats by using the Chat Capacity field. When Omni-Channel is enabled in your Salesforce org, however, you need to manage your agent’s chat capacity using Omni-Channel configurations instead.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d44936e58">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d44936e58 ">To set up Omni-Channel:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d44936e58 ">Customize Application</td>

          </tr>
        </tbody>
      </table>

Omni-Channel lets your call center route incoming work items—including cases, leads, or custom objects—to available agents in your support organization. With Chat routing, you could route chats to agents in real time. With Omni-Channel, you can extends this capability to other objects.

Chat routing and Omni-Channel routing differ in one important way: With Omni-Channel, you can enable agents to receive chats and other kinds of objects. For example, you might have a group of agents who can accept chats and incoming cases in real time, all in the Salesforce console. You can control all of these settings with presence configurations. Presence configurations, like Chat configurations, let you set your agents’ capacity to receive these work items, including chats.

When you enable Omni-Channel, we create a Default Presence Configuration for you. All agents, chat or otherwise, are assigned to this configuration unless you create a customized configuration and assign users to it. First, decide whether you’re using the Default Presence Configuration or a custom one to manage your agents’ chat capacity. If your chat agents can accept work items for other objects, make sure that you factor that into the new capacity that you assign to them. After you’ve decided what the appropriate capacity is for the agents who are assigned to that configuration, edit the configuration’s capacity.

1. From Setup, enter Presence Configurations in the Quick Find box, then select **Presence Configurations**.
2. Click **Edit** next to the presence configuration that’s associated with your chat agents.
3. Change the capacity to the maximum number of work items, including chats, that an agent can take on at a time.
4. Click **Save**.