As mentioned in the Intro
, you can add, configure, or apply channel groups as needed. What matters is that you configure them distinctly if your agents are going to process messages from both asynchronous and real-time channels. Messages from real-time channels are more urgent and require immediate attention from an agent compared to messages from asynchronous channels. It’s therefore advisable to configure lower agent capacities for real-time interactions. You may also have other preferred channel groups, such as private messages and public messages, and therefore different ideal agent capacities for those groups.