Issue
Cannot make a global change to chat capacity so it applies to all workers in a Twilio TaskRouter Workspace, instead of updating each worker individually.
Product
Twilio TaskRouter
Cause
Currently, Twilio TaskRouter does not support setting channel capacity (such as chat capacity) at the Workspace level. Channel capacities are configured per Worker, which means you must update each Worker’s channel capacity individually.
Why is this the case?
TaskRouter is designed to allow granular control over each Worker’s capabilities and workload. This flexibility ensures that each Worker can have a unique configuration, but it also means there is no built-in “global” setting for channel capacity.
Resolution
Bulk Update via API
While you cannot set a global capacity in the Console, you can automate the update process using the TaskRouter Worker Channel REST API. This allows you to programmatically update the channel capacity for all Workers in your Workspace, saving time and reducing manual effort.
Steps to Update All Workers’ Channel Capacity
-
List all Workers in your Workspace
Use the List Workers API to retrieve all Worker SIDs. -
For each Worker, list their Channels
Use the List Worker Channels API to get the channel SIDs for each Worker. -
Update the Channel Capacity
Use the Update Worker Channel API to set the desired capacity for each Worker’s channel (e.g., chat).
Example API request:
POST /v1/Workspaces/{WorkspaceSid}/Workers/{WorkerSid}/Channels/{ChannelSid}
{
"Capacity": 5
}-
Automate with a Script
You can write a script (in Python, Node.js, etc.) to loop through all Workers and update their channel capacities in bulk.
Additional Information
Key points to keep in mind:
- No global setting for channel capacity in TaskRouter.
- Use the API to automate bulk updates for all Workers.
- This approach saves time and ensures consistency across your team.
If you need example scripts or further guidance, refer to the API documentation or reach out for more support.