Navigate to [https://eu.engage.app/settings](https://eu.engage.app/settings)

Using the dropdown, select what channels communication channels you would like to be available. 

Specify how many chat interactions one user can handle at one time

Specify the time it takes for an interaction to timeout (time it takes for an agent to accept an interaction before it is offered to a new agent or automatically cancels)

Select whether you want interactions to be automatically accepted

Select if agents can only handle interactions from a single channel type at at time

Single channel at a time
Choose if agents can handle interactions from multiple channels at the same time. If this setting is enabled, agents will not receive chats when they are on a video call or vice versa

Click "Add Status" if you wish to add any custom status' that agents can select when on the console

Specify if this status marks the agent as available or unavailable 

Select this toggle if you would like agents to have some dedicated time after an interaction to update their records or complete any actions. 

If you wish to have a wrap up stage, select what status the user will appear as after an interaction

Specify the "Wrap-up timeout" in seconds.

Using the dropdown, select what channels agents can wrap up after completing an interaction 

Click this dropdown to select if you want a queue cap. You can set it as disabled, static (set a strict amount that does not change) or based on agents (the cap will change based on the number of agents that are available in the console)

Click "Create Routing System" once you are happy with the config. Please note that this may take a couple of minutes to be created. 

Set Up Talkative Routing System