topic Re: Creating automation when a live chat is started in 💬 RevOps Discussions

Creating automation when a live chat is started

brittjoiner — Thu, 08 May 2025 14:52:23 GMT

Hi fellow Hubbies! (Is that a thing? Maybe it should be? 😂)

I'd like to create an automation that posts a message in a team Slack channel when someone intiates a chat in our live chat. I've currently been assigning new conversations to myself, so HubSpot sends me a message in slack and this works. But I want to test out the new agent, and I'm thinking it's probably not going to notify me unless AI can't answer and I am assigned the conversation. I still want to be notified when a new conversation is started though. Is there a way I can set up automation to do this? Even if it's an internal email or something, doesn't need to be a Slack message though that would be nice.

Re: Creating automation when a live chat is started

Jaycee_Lewis — Thu, 08 May 2025 21:34:44 GMT

Hi, @brittjoiner 👋 Welcome to our community! Thanks for your question. That sounds like a useful potential use case. I'd like to invite some of our community members to the converstaion – hey @JessicaBaskey @ScottPennwood @SanjayKumar, do you have any suggestions for @brittjoiner? Or other ways they might think about this challenge?

Thank you! — Jaycee

Re: Creating automation when a live chat is started

brittjoiner — Fri, 09 May 2025 16:52:37 GMT

Thanks for inviting folks to the convo! Would love hear what folks are doing, and can even step the problem back a little further - the real problem im trying to solve is sort of QAing our AI Agent and before i completely let it run, i want to be able to "watch" some conversations and make sure I'm happy with how it's responding.

Re: Creating automation when a live chat is started

brittjoiner — Fri, 09 May 2025 18:10:52 GMT

Update, our lovely CSM Jonah helped me figure out a workflow that seems to be solving this!

Re: Creating automation when a live chat is started

Jaycee_Lewis — Fri, 09 May 2025 20:21:51 GMT

Fantastic! Thank you for coming back and sharing what worked 🙌 — Jaycee