# Team routing profiles > Routing profiles determine which conversations get assigned to agents. Source: https://help.kustomer.com/en_us/routing-profiles-H1tz3ITv7 Last updated: 2026-05-07T19:56:17.921Z Teams in Kustomer offer a _routing profile_ that allows you to assign various queues to your team, determining which conversations get assigned to agents and the conversation capacity for their inbox. The routing system will check queues for new conversations waiting to be assigned and determine which agents in the team are available and assigned to that queue. Agents will then be routed conversations based on their current status and capacity. **Who can access this feature?** **User types** Admins can set up routing profiles. ### In this article * [Access team routing settings](#settings) * [Set up queues](#queues) * [Set conversation capacity per agent](#capacity) * [Routing when over capacity](#over-capacity) * [Agents on multiple teams](#multiple-teams) ### Access team routing settings Teams need a routing profile to enable their to access queues. These profiles set which queues a team has access to. You'll also be able to set the capacity of their inbox so they are only served as many conversations as you believe they can manage. **Note:** It is not possible to "turn off" incoming messages based on a specific subject line for a limited time. However, you can temporarily remove the corresponding item from a designated routing profile. This will ensure that such conversations are not actively routed to agents and will remain in the queue instead. **To access routing profile settings:** 1. As a Kustomer admin, go to **Settings** **![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/63576b301ad3d5422ec26ee5414e3305.png)****\> Users > Teams**. ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/d6a9b51ffcfea5288a5b0a75fcb7024b.png) 2. Select **Edit![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/3b4562780c8926d9534cd8acd4ee7a91.png)** for the team you wish to modify. 3. Select the **Routing profile** tab. 4. Select the **Route conversations and tasks to this team** toggle to turn on routing for the selected team.  5. Proceed through the remaining settings as desired. When you're satisfied with this configuration, select **Save Changes** in the bottom toolbar. ### Set up queues Teams can have multiple queues assigned to them in their routing profile. Conversations from these queues will be routed based on their priority, as defined in the settings for that queue. * Queue Priority is defined on a scale of 1 and 100, with 1 being the highest priority. To set queue priority, go to **Settings**![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/457c7d968707e2016e21d5cbbbb55387.png)**\> Platform > Routing**. Learn more in [Understand routing](https://help.kustomer.com/queues-routing-overview-ry92_wFOX) and [Create and configure queues](https://help.kustomer.com/configuring-queues-BkCVqbJ9L). If queues have equal priorities, then conversations will be routed based on the longest wait time. If the queues have different priorities, then the highest one will route first until there is nothing left to route. **To assign queues to a team:** 1. Go to **Settings**![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/457c7d968707e2016e21d5cbbbb55387.png)**\> Users > Teams** and edit the desired team using the steps described in the previous section. 2. Open the **Routing profile** tab. 3. In the _Assigned Queues_ section, use the menu to select from the list of available queues. **Note:** To assign a team, a business rule or workflow would need to be configured. Third-party voice channels are grouped under the **Third-party voice queues** section. Use the drop-down menu to select a voice channel from your current integrations.  **Note:** If using Kustomer Voice as your provider, select your queue from the Assigned queues section. See [Route Kustomer Voice calls to your team](https://help.kustomer.com/route-calls-to-kustomer-voice-ByuFCWYEa) to learn more. Voice channels have a priority of 0 and any lower queue will be paused when an incoming call is routed. Learn more in [Kustomer Help Center - Voice Apps](https://help.kustomer.com/categories/voice-apps-B17SUXg2P). ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/00ab67faf54c579a43b35062e7b013f1.png) ### Set conversation capacity per agent Conversation capacity lets you control how many conversations an agent can handle simultaneously. This calculation is based on conversation weight, which is defined when setting up the queue. This setting is managed by specifying a number between 1 and 50 in the _Capacity Per Agent_ field. ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/eddd03360591f70ee80652efab7bdc1b.png) **Here's an example of how conversation capacity works:** * Acme Inc. has a team with two queues: * Queue 1 is for all Chat messages, and has a conversation weight of 2. * Queue 2 is for all Email messages, and has a conversation weight of 1. * In the routing profile, Acme Inc.'s team has a _conversation capacity per agent_ of 8. * If _Agent John_ has 3 chat messages, their capacity is 6 out of 8 (_3 chats x 2 weight = 6_). * With their remaining 2 capacity, _A__gent John_ can be routed 2 email messages, or 1 chat message.  It's important to note that an agent can go over capacity for several reasons: * At least one conversational weight is available. In this scenario, we will route the next available item regardless of size. * An agent switches to a team with lower capacity than the previous team. * A conversation assigned to them is un-snoozed or reopened. * A conversation is manually assigned to them Learn more about conversation weight in [Create and configure queues](https://help.kustomer.com/configuring-queues-BkCVqbJ9L). While capacity will vary by organization, here are some suggested capacity values for common scenarios: * Chat: 3-5 * VIP customers: 1-2 * Email: 5-10, if agents respond to conversations from multiple channels. For example, capacity can be set at 3 for chat and 5 for emails. ### Routing when over capacity Agent capacity uses weighting to determine whether an agent is at capacity. However, you may still want agents on a team to receive calls even when they are at or above capacity. For example, agents who primarily work through email may have their weighted capacity maxed out, but still be available to answer incoming calls. Use **Route when over capacity** to allow calls to route to agents on the team even when those agents are over capacity. 1. Go to **Settings> Users > Teams** and edit the desired team using the steps described in the previous section. 2. Open the **Routing profile** tab. 3. Select **On** for **Route when over capacity**.  ### ### Agents on multiple teams Agents on multiple teams with routing profiles can switch between them using the [User Status](https://help.kustomer.com/user-statuses-H1qvvNnD7) in the status toolbar. When an agent goes offline for a team, any conversation assigned to their inbox will remain with them so they can finish responding. The agent will be given the new settings if the capacity or queue selection changes between teams. This means they could go over capacity and will need to work their way back down to a state where they can once again be routed to new conversations. ### **Capacity by priority** Capacity by Priority allows you to set maximum capacity limits for individual queue priorities within a team's routing profile. This enables higher-priority queues (such as live chat) to route conversations to agents even when their capacity is consumed by lower-priority queues. ****Plan requirement:**** Capacity by Priority is available on the ****Ultimate**** plan only. ****Prerequisites:**** * The team must have at least two queues assigned to its routing profile. * After assigning multiple queues and saving, the ****Advanced Configurations**** section becomes visible in the routing profile. To configure Capacity by Priority: 1. From the left navigation, click ****Settings****. The Settings page opens. 2. In the ****Settings**** page, click ****Users****, then select ****Teams****. 3. Select the team you want to configure, then click the ****Routing Profile**** tab. 4. Assign at least two queues with different priorities and click ****Save****. 5. After saving, expand ****Advanced Configurations****. 6. Set the maximum capacity for each queue priority level. ****Note:**** If you do not see the ****Advanced Configurations**** section after saving with multiple queues, confirm that your organization is on the Ultimate plan. Contact your Customer Success Manager if you need to upgrade.