***

title: Concurrency
sidebarTitle: Concurrency
description: >-
Control how many simultaneous calls your agents can handle with org-level
limits and per-agent reservations.
----------------------------------

Concurrency controls how many calls can be active at the same time across your organization. Every plan comes with a concurrency limit — for example, 20 concurrent calls on Standard or 100 on Enterprise.

**Location:** Left Sidebar → Concurrency

***

## How It Works

Your organization has a **concurrency pool** — a fixed number of slots that represent how many calls can run simultaneously. When a call starts, it takes a slot. When it ends, the slot is freed for the next call.

If all slots are full, new calls are **queued** and wait until a slot opens up.

<Note>
  The concurrency limit applies across **all call types** — webcall, chat, telephony outbound, and telephony
  inbound all share the same pool.
</Note>

***

## Reserved vs Shared Slots

By default, all your concurrency slots are **shared** — any agent can use any available slot, first-come first-served. This works well when you have a single agent or when all agents have equal priority.

But when you have multiple agents with different priorities, you can **reserve** slots for specific agents. This guarantees that important agents always have capacity, even during peak traffic.

### Shared Pool (Default)

With no reservations configured, all slots are shared:

```
Organization Limit: 20 slots
├── All 20 slots are shared
├── Agent A can use up to 20
├── Agent B can use up to 20
└── But combined, they cannot exceed 20
```

**Example:** Your org has 20 slots. Agent A is handling 15 calls and Agent B wants to make 10 calls. Agent B can only get 5 slots (20 - 15 = 5 available). The remaining 5 calls from Agent B will be queued.

### Reserved Slots

When you reserve slots for an agent, those slots are **guaranteed** — no other agent can use them. This is useful when an agent handles critical calls that should never be queued.

```
Organization Limit: 20 slots
├── Agent A: 12 reserved (guaranteed)
│   ├── Webcall: 2
│   ├── Chat: 3
│   ├── Outbound: 4
│   └── Inbound: 3
├── Agent B: 5 reserved (guaranteed)
│   ├── Webcall: 1
│   ├── Chat: 1
│   ├── Outbound: 2
│   └── Inbound: 1
└── Shared pool: 3 slots (20 - 12 - 5 = 3)
    └── Any agent can use these on a first-come basis
```

***

## Reserved + Shared: How They Work Together

Here's the key rule: **reserved slots are guaranteed, and agents can also use shared slots when they need more capacity.**

Let's walk through a scenario:

<Steps>
  <Step title="Starting state">
    Org limit: 20. Agent A has 12 reserved, Agent B has 5 reserved. Shared pool: 3.
  </Step>

  <Step title="Agent A gets busy">
    Agent A receives 12 calls → fills all 12 reserved slots. No shared slots used yet.
  </Step>

  <Step title="Agent A needs more">
    Agent A receives 3 more calls → reserved slots are full, so it takes 3 slots from the shared pool. Shared
    pool is now empty.
  </Step>

  <Step title="Agent B arrives">
    Agent B receives 5 calls → even though the shared pool is empty, Agent B's 5 **reserved slots are
    guaranteed**. All 5 calls get through immediately.
  </Step>

  <Step title="Org is full">
    Total: Agent A (12 reserved + 3 shared) + Agent B (5 reserved) = 20. The org is at capacity. Any new calls
    for either agent will be **queued** until a slot frees up.
  </Step>
</Steps>

<Warning>
  Reserved slots for one agent **cannot** be used by another agent, even if they're sitting idle. If Agent A
  has 12 reserved slots but is only using 4, those 8 empty reserved slots are not available to Agent B —
  they're held for Agent A.
</Warning>

***

## Who Can Use What

| Slot Type                          | Who can use it? | When?                                                  |
| ---------------------------------- | --------------- | ------------------------------------------------------ |
| **Agent's own reserved slots**     | Only that agent | Always available, guaranteed                           |
| **Shared pool**                    | Any agent       | First-come first-served, after reserved slots are full |
| **Another agent's reserved slots** | Nobody else     | Never — reserved slots are exclusive                   |

### Quick Examples

**Scenario 1: Agent within its reservation**

> Agent A has 10 reserved, currently running 7 calls → using 7 reserved slots, 0 shared.

**Scenario 2: Agent exceeding its reservation**

> Agent A has 10 reserved, currently running 14 calls → using 10 reserved + 4 shared.

**Scenario 3: Shared pool is full**

> Shared pool has 5 slots, all in use. Agent B has 8 reserved and is running 6 calls → Agent B gets its 6 calls through reserved slots, no shared needed.

**Scenario 4: Agent with no reservations**

> Agent C has 0 reserved. It can only use the shared pool. If the shared pool is full, Agent C's calls are queued.

***

## Setting Up Reservations

### Viewing Your Concurrency

Navigate to **Concurrency** in the sidebar. You'll see:

* **Total concurrency** — your org's limit (based on your plan)
* **Reserved bar** — colored segments showing each agent's reservation
* **Shared** — the remaining unreserved portion (grey)

### Adding an Agent Reservation

1. Click the **Add** button
2. Select the agent you want to reserve slots for
3. Set the number of reserved slots per call type:
   * **Webcall** — browser-based voice calls
   * **Chat** — text chat conversations
   * **Outbound** — telephony calls your agent makes
   * **Inbound** — telephony calls your agent receives
4. Click **Save**

### Editing Reservations

Click the **...** menu next to any agent in the table, then select **Edit reservations** to change the values.

### Removing an Agent

Click the **...** menu and select **Remove agent** to set all reservations to 0. The freed slots return to the shared pool immediately.

<Tip>
  Changes take effect **immediately**. If you reduce an agent's reservation while it has active calls, those
  calls continue running — no calls are ever dropped. The new limits apply to the next call that needs a slot.
</Tip>

***

## Best Practices

<AccordionGroup>
  <Accordion title="Start without reservations">
    If you're just getting started or have a single agent, you don't need reservations. The shared pool works
    perfectly for simple setups.
  </Accordion>

  <Accordion title="Reserve for high-priority agents">
    Only reserve slots for agents that handle critical workflows — like customer support or payment
    processing. Let lower-priority agents share the remaining pool.
  </Accordion>

  <Accordion title="Don't over-reserve">
    If you reserve all your slots, the shared pool becomes 0. Agents can still work, but they can't exceed
    their reservations even if other agents are idle. Leave some shared capacity for flexibility.
  </Accordion>

  <Accordion title="Monitor during peak hours">
    Watch the Concurrency page during high traffic. If agents are consistently queuing, consider upgrading
    your plan or adjusting reservations.
  </Accordion>
</AccordionGroup>

***

## FAQ

<AccordionGroup>
  <Accordion title="What happens when my org hits the concurrency limit?">
    New calls are queued and wait for a slot to free up. Calls are dispatched in order as slots become
    available. No calls are dropped — they just wait.
  </Accordion>

  <Accordion title="Can I reserve more slots than my org limit?">
    No. The total reserved across all agents cannot exceed your org's concurrency limit.
  </Accordion>

  <Accordion title="Do reserved slots count separately per call type?">
    Reservations are set per call type (webcall, chat, outbound, inbound), but they all draw from the same
    org-level pool. An agent's total reservation is the sum across all types.
  </Accordion>

  <Accordion title="What if I don't configure any reservations?">
    Everything works as a shared pool — all agents compete equally for slots. This is the default behavior and
    works well for most use cases.
  </Accordion>

  <Accordion title="Can I change reservations while calls are active?">
    Yes. Changes apply immediately to new calls. Active calls are never interrupted — they continue until they
    end naturally.
  </Accordion>

  <Accordion title="How do I increase my concurrency limit?">
    Your concurrency limit is determined by your plan. Contact sales or upgrade your plan to increase it.
  </Accordion>
</AccordionGroup>