topic Betreff: Conditional conversation assignment in Tickets & Conversations

Conditional conversation assignment

YMontgomery84 — Wed, 05 Apr 2023 08:16:06 GMT

Hi Community,

Currently the auto assignment option in conversations assigns all of the incoming conversations in a specific inbox to the assigned user. I only want to assign a specific set of conversations to the user based on subject and description. Have anyone else encountered this issue?

I created a workflow to assign tickets but that doesnt apply for conversations and inbox.

Betreff: Conditional conversation assignment

MiaSrebrnjak — Thu, 06 Apr 2023 10:28:46 GMT

Hi @YMontgomery84,

Thank you for reaching out to the Community!

I wanted to tag in a couple of subject matter experts to see if they have any advice:

Hi @danmoyle, @Jnix284, @Mike_Eastwood, do you have any ideas how to achive this in HubSpot? Thank you!

Cheers
Mia, Community Team

Betreff: Conditional conversation assignment

Jnix284 — Thu, 06 Apr 2023 15:13:14 GMT

Thanks @MiaSrebrnjak , happy to help @YMontgomery84 !

The auto-assignment currently doesn't have any conditional capabilities.

Here are two resources (HubSpot Admin HUG event recordings) you might find helpful:

1 - Conversation Inbox is one of HubSpot's most powerful tools

2 - Capacity Limits and Skill-Based Routing in the Conversations Inbox

You'll see in the second that what you are looking for is in the product roadmap 🙂

Betreff: Conditional conversation assignment

danmoyle — Fri, 07 Apr 2023 18:42:09 GMT

+1 for @Jnix284's solution here.