topic Re: Unassign Conversations in Tickets & Conversations

Unassign Conversations

CCGetz — Thu, 22 Oct 2020 18:09:34 GMT

Hello,

My team uses Hubspot Conversations to manage our email and chat channels. They work out of Conversations as each email is typically a one and done interaction. However, our larger clients tend to hit reply to emails instead of sending a new email when they have a new topic to discsuss. This results in the reply going only to the agent who closed the initial conversation. This results in emails being missed as agent duties and off time varies. Yes, the agent can close the conversation and unassign the conversation, however that is very manual and prone to human error. This again results in emails being missed.

Any solution to automaticly unassign any reply to an inbound conversation that was previous closed?

Re: Unassign Conversations

TitiCuisset — Fri, 23 Oct 2020 09:17:40 GMT

Hi @CCGetz

Thank you for reaching out!

There is no out-of-the-box solution for this, however, I want to tag some of our thought leaders on this - @AdamLPW @StefaniUAT @Dan1 @Ben_M any best practices to share with @CCGetz on this?

Thank you!

Tiphaine

Re: Unassign Conversations

StefaniUAT — Mon, 26 Oct 2020 03:44:55 GMT

So we have this same issue. If a team member is on vacation for 2 weeks, for example, we do not want this interaction to wait. You can set up tasks, emails, in-app notifications, etc. if an email is not replied to within a day. You will need to find out what works best for your specific needs, but I will explain what we do below. Feel free to reply with any questions/concerns/best tips inquisitions.

When new emails come in through the inbox, they are assigned to the previous owner as you explained. After one day, we have an internal email sent to specific users in that team, including the manager, that can follow up. You can adjust this to send to all members in a specific team, an email linked to a distribution list in Outlook, one specific user like the manager to re-assign, etc. The first person available is able to respond and move the contact owner into their own name.

I have included workflow examples below if you would want to message specific people OR a HubSpot team which is 100% HIGHLY recommend if you have Professional or Enterprise accounts. I used random information/accounts as to not specify specific people or team names.

Please let me know if this would work for you or if there are other matters that would prevent this work-round from working.

Re: Unassign Conversations

webdew — Mon, 26 Oct 2020 11:31:51 GMT

Hi,
You can create a shared inbox for your team and also, instead of creating a new email thread, you can reply to their thread going into the contact dashboard.

But, I would suggest that you create a single user to manage all the conversations so that if a client replies to your thread, it reopens in the inbox and the active rep can instantly reply. This would give your team a better scope.

Hope it helps!