This guide helps your team get more value from TurboHelp's Team tools. Use it to understand the feature, configure it correctly, and know what to check before relying on it in your daily support workflow.
At a Glance
Use this area to manage agents, groups, availability, workload, and team visibility.
Keep roles and group assignments intentional so each teammate sees the right work.
Review performance and notification settings whenever your support process changes.
Workload management in TurboHelp helps you route conversations to the right people while keeping each agent's queue manageable. It is usually configured at the group level so each department can have its own assignment and queue behavior.
Why Workload Management Matters
Without routing rules, busy teams can end up with uneven workloads, missed conversations, or customers waiting longer than necessary. Workload settings let TurboHelp decide who should receive the next conversation based on group membership, availability, working hours, and conversation limits.
Assignment Methods
Manual assignment: Conversations arrive unassigned or assigned to a group, and agents pick them up manually.
Automatic assignment: TurboHelp assigns new conversations to available agents according to the group's routing rules.
Queue-based assignment: When no agent can take the conversation immediately, the customer enters a queue until someone becomes available.
Agent Capacity
Conversation limits help prevent one agent from receiving too many active chats at once. Set realistic limits based on the type of support your team provides. A technical support agent handling complex issues may need a lower limit than a sales agent answering short pre-sale questions.
Queues
Queues are useful when demand is higher than current availability. Instead of dropping the conversation, TurboHelp can keep the customer informed and transfer the chat when an agent becomes available.
Use clear queue messaging so customers understand what is happening and whether they should wait, leave a message, or create a ticket.
Setup Checklist
Create groups that match real support responsibilities.
Add the right agents to each group.
Configure working hours and availability rules.
Choose the assignment method for each group.
Set conversation limits for agents who handle live chat.
Test what happens when agents are online, offline, and at capacity.
Best Practices
Grant the smallest role that lets each teammate do their job.
Use groups for real ownership boundaries such as Billing, Sales, or Technical Support.
Review workload, queues, and notifications after staffing or schedule changes.