topic How to stop automated assignments with conversations in Tickets & Conversations

How to stop automated assignments with conversations

JReik — Thu, 03 Mar 2022 10:00:21 GMT

Dear community,

we are wondering how it is possible to not have HubSpot assign emails automatically to the user who has last been in touch with the contact / sender of the email? Without it, it would be much easier to handle situation where someone is on leave and speed up answer times in general as everyone would have access to the unassigend answers.

Thanks and regards!

Re: How to stop automated assignments with conversations

karstenkoehler — Thu, 03 Mar 2022 10:06:58 GMT

Hi @JReik,

You can switch this off under Settings > Inbox > Inboxes. Pick your inbox in the dropdown at the top. Then, under channels hover over the relevant channel and an Edit button should appear:

Click on it and you should see this option to disable automatic conversations assignment:

Hope this helps!

Re: How to stop automated assignments with conversations

JReik — Fri, 04 Mar 2022 15:34:05 GMT

@karstenkoehler

thanks for your quick reply! This option doesn't seem to be existent in our
settings - I assume it comes only with an upgrade (which one)? We are still
using the free version.

Thanks and regards!

Re: How to stop automated assignments with conversations

karstenkoehler — Fri, 04 Mar 2022 15:35:40 GMT

Hi @JReik,

Correct, if you don't have this option then that's a limitation of the free product and you would have to upgrade.

Best regards!

Re: How to stop automated assignments with conversations

JReik — Tue, 08 Mar 2022 15:38:29 GMT

Hi again @karstenkoehler,

which paid plan would us allow to switch this option off?

Thanks!

Re: How to stop automated assignments with conversations

AndrewMetcalfe — Thu, 18 Aug 2022 15:44:34 GMT

This has been removed completely, I have been asked to post in here by your support team. The option has disappeared, we have the paid version, only options are around smart assignment, not about no assignment.

This is causing us major problems now, so would be great if it can be reinstated.

Re: How to stop automated assignments with conversations

DianaGomez — Mon, 22 Aug 2022 21:53:02 GMT

Hi @AndrewMetcalfe hope you are doing well.

According to the support ticket you opened, you would like that the system Do not assign conversations to the user that replies? Is that correct?

If that is correct, as the support team mentioned unfortunately, the conversation will be assigned to the person who starts replying the Email or chat (unless you configure the chatbot differently. Here is an example: https://share.vidyard.com/watch/acNgfzpfrwPLteQsvRrrhs?)

As this is something that would greatly improve your team's use of HubSpot, I encourage you to post this idea in our HubSpot Community Ideas forum. This way will have more chances to be implemented in the future.

Hope this helps,

Diana