topic Re: Users Being Marked as Available After Logging Out of Hubspot in Tickets & Conversations

Users Being Marked as Available After Logging Out of Hubspot

kendrac93 — Thu, 18 Feb 2021 14:39:27 GMT

I would like to know more about why Hubspot doesn't mark users as "Away" automatically when they log out of the platform. It is very counterintuitive and our agents have a very hard time wrapping their heads around it. Often, agents assume they will be marked as away when they log out but are left as Available, and are wrongly assigned messages. This leaves customers waiting for a response and usually leads to frustration. Is there possible a workaround for this? If not, what is the logic behind this setting?

Re: Users Being Marked as Available After Logging Out of Hubspot

rikkilear — Fri, 19 Feb 2021 09:37:14 GMT

I agree I have found this whole process a little bit tough and difficult to understand the logic.

While it doesn't solve your exact challenge and I'm sure you have looked at these items, here are some things I have found helpful when working around it:

A manager can do see who is and isn't online and change their status on their behalf if needed: https://knowledge.hubspot.com/inbox/manage-your-inbox-users

You can use multi routing rules to get the right chats to the right people at the right times: https://knowledge.hubspot.com/conversations/set-your-conversations-routing-rules

Using open times etc: https://knowledge.hubspot.com/conversations/chatflow-availability-settings

Re: Users Being Marked as Available After Logging Out of Hubspot

AdamZ — Tue, 22 Jun 2021 10:24:22 GMT

Ideally, individual user availability for conversations would be set based on a specific timeframe. I imagine something very similar to how users set their availability for the meeting tool -- identify days and hours during the week.

Re: Users Being Marked as Available After Logging Out of Hubspot

CDevine5 — Thu, 22 Sep 2022 16:52:14 GMT

I agree I just spoke with support about this - how incredibly simple it would be to set a user as "away" when they log off and then as "available" when they login. I thought this would be out of the box functionality

Re: Users Being Marked as Available After Logging Out of Hubspot

JFullerton2 — Mon, 15 Jul 2024 01:41:23 GMT

I agree that this enhancement would greatly benefit many HubSpot customers who have integrated the HubSpot chatbot. We've encountered issues where the chatbot directs users to our agents, even when they are unavailable to take the call.

I believe an improvement is needed to automatically change a user's status from available to away after 15 minutes of inactivity on HubSpot or their device.

Re: Users Being Marked as Available After Logging Out of Hubspot

BMyers5 — Tue, 12 Nov 2024 01:41:03 GMT

Is this still not a feature?

Re: Users Being Marked as Available After Logging Out of Hubspot

JFullerton2 — Tue, 12 Nov 2024 02:03:27 GMT

I believe so, I'm not aware of any solution for this problem. It results in customer being put through to an agent who isn't available or active. As a result,members of our team must manually set their status to unavaiable everytime they are not at their desk which is difficult to enforce and monitor.

Re: Users Being Marked as Available After Logging Out of Hubspot

MWogan — Wed, 20 Nov 2024 14:43:32 GMT

Hey folks!

I'm not sure if you've checked out the working hours functionality which we'd have guidance for in this Knowledge Base here. With this option, users or Super Admins can set up working hours for the user profile which will then automatically change their availability to Away and they will not be eligible for automatic assignment in inboxes or Help Desk.