It is impossible to regulate the quantity of chats that automatically attach the agent, the agents can get numerous chats simultaneously. It is necessary for us to manually regulate the total number of chats attached to the agent, add or reduce not for an inbox, but in general calculation(from agent's settings),as well as having the tools to classify an agent as primary or secondary(from inbox's settings). For example, the agent is primary for Russian language, and secondary (backup) for Armenian, to whom the chats are attached in that case when the primary agents are busy.