Capacity Limits
Weights decide each rep’s share of records. Capacity limits decide when a rep has had enough: once a rep reaches a limit, Advanced Routing skips them until they are back under it.
There are two limits. You can use either or both:
| Limit | Counts | Use it to |
|---|---|---|
| Limit open records | Records the rep currently owns that are still open | Stop overloading reps who already have a full pipeline or queue. |
| Limit new assignments | Records this profile assigned to the rep in the last 24 hours or 7 days | Spread records out, or cap how many leads a rep gets per day or week. |
Turn on limits
Section titled “Turn on limits”In the profile editor, choose Configure on Availability & limits. Under Limits:
- Turn on Limit open records and enter the Default per rep. Optionally enter Created in the last (days) to only count records created recently.
- Turn on Limit new assignments, enter the Default per rep, and choose Per: Any 24 hours or Any 7 days.
- Choose Done, then publish the profile.
The section summary then reads, for example, Up to 20 open records per rep, up to 10 new per 24 hours. Defaults are whole numbers of 1 or more.
Per-person and per-team limits
Section titled “Per-person and per-team limits”Once a limit is on, each row under Who receives records has a Limits column. Choose Configure on a row to set:
- Max open records
- Max new per 24 hours or Max new per 7 days
Leave a value blank to use the default, or enter 0 to pause that person or team. A paused row shows Paused and receives no weighted records.
For a team, the values apply to each member. A team limit of 5 new per 24 hours means up to 5 for every member.
Turning a limit off also clears the per-person and per-team values for it.
What counts as an open record
Section titled “What counts as an open record”Open records are counted live in HubSpot when the action runs, by the owner property being routed:
- In direct-update mode, the Owner property to overwrite you chose in the workflow action.
- In output mode, the record type’s standard owner property, such as Contact owner or Deal owner.
| Record type | Open when |
|---|---|
| Deals | The deal is in a pipeline stage that is not closed. |
| Tickets | The ticket is in a pipeline stage that is not closed. |
| Contacts | You define it. Without a definition, contacts are not limited by open records. |
| Companies | You define it. Without a definition, companies are not limited by open records. |
To define open contacts or companies, expand What counts as an open record in the same panel, tick Count open contacts by a property or Count open companies by a property, then choose the Property and enter its values in Open when the value is any of. Use the property’s internal values, separated by commas. The default is Lead Status with NEW, OPEN, IN_PROGRESS.
Created in the last (days) limits the count to records created in that many days, so old records a rep never closed don’t block new ones. Leave it blank to count open records of any age.
Open-record limits need Direct Update permissions, because the app searches your CRM records. The action fails with a permissions message without them.
The app only checks counts for the reps next in line, and adds its own assignments to a rep’s count straight away. Records assigned by other tools or by hand can take a few seconds to appear in HubSpot’s search.
How new assignments are counted
Section titled “How new assignments are counted”- The window is rolling: Any 24 hours means the 24 hours before the action runs, not since midnight.
- Counts include every weighted assignment from this profile, across all workflow actions that use it, including reassignments when a rep didn’t respond.
- Fixed fallback assignments are not counted.
- Records assigned by other tools or by hand are not counted. Use an open-record limit to account for those.
When two workflow actions that share a profile run at the same moment, a rep can occasionally go slightly over the limit. Runs of the same action never overshoot.
What happens at a limit
Section titled “What happens at a limit”A rep at a limit is skipped for that record, exactly like an unavailable rep:
- The next eligible rep in the weighted order receives the record.
- The skipped rep keeps earning assignment credit. When they are back under the limit, they can receive a few records in a row while the distribution catches up.
- If every rep is unavailable or at a limit, the profile’s When nobody qualifies setting applies.
- A fixed fallback owner bypasses limits, so they can receive records beyond any limit.
In Activity, a skipped rep’s candidate reason shows Reached the open-record limit or Reached the new-assignment limit.
Related guides
Section titled “Related guides”- Advanced Routing - create a profile and add it to a workflow.
- Teams and routing rules - team limits apply to each member.
- Monitoring Advanced Routing - see why a rep was skipped.