topic Re: Chat bot conversation not going to inbox in Tickets & Conversations

Chat bot conversation not going to inbox

KGauld — Thu, 16 Feb 2023 10:32:36 GMT

Hi everyone - I please need some assistance.

I have created a chatbot and connected it to a specific inbox, however, the chatbot conversations are not coming through to the inbox.

This customer service bot asks for an email address and creates a ticket upon submission.

I feel that I am missing something small here to connect the bot to the inbox?

Many thanks

Re: Chat bot conversation not going to inbox

Whathcock — Thu, 16 Feb 2023 14:27:10 GMT

Hi @KGauld

My understanding (per this KB article: https://knowledge.hubspot.com/inbox/connect-channels-to-the-conversations-inbox) is that those conversations should be going to your inbox. Do you have any filtered views set up on your inbox that might be excluding these messages? If not, would you mind sharing a screenshot so that I can help better diagnose what might be going on?

Whitney

Re: Chat bot conversation not going to inbox

GRajput — Thu, 16 Feb 2023 15:02:00 GMT

Hi @KGauld

Can you please check the HubSpot functionality mentioned below.

If this solution hleps to solve your query. Please mark it as SOLUTION ACCEPTED. For any further help do contact.

Re: Chat bot conversation not going to inbox

KGauld — Mon, 20 Feb 2023 07:41:26 GMT

Hi Whitney

Thank you for responding. I received comms from Hubspot - the issue is that all conversations were being routed to the closed tab. I needed to change the settings to automatically assign conversations to a memeber/ team in order to have open chat bot conversations in the inbox.

Thank you for your help.

Kind regards

Re: Chat bot conversation not going to inbox

KGauld — Mon, 20 Feb 2023 07:41:59 GMT

Hi GRajput

Thank you for your help.

Kind regards

Re: Chat bot conversation not going to inbox

Whathcock — Mon, 20 Feb 2023 14:03:57 GMT

Glad to hear it, and thanks for closing the loop!