topic Managing the availability of team members on live chat in Tickets & Conversations

Managing the availability of team members on live chat

TommyB — Thu, 07 Jun 2018 08:10:01 GMT

I am overall responsible for managing our live chat. With the new chat, is there a way for me as an admin to view which users are online currently, and change a user's status to away/online? For example when someone forgets to switch to offline before the weekend or when they're away at a trade show etc.

Alternatively, can individual users schedule their availability for set days and times like on the old chat, rather than just having a persistent setting and manually changing between away and online?

Re: Managing the availability of team members on live chat

kurtw14 — Mon, 11 Jun 2018 05:12:30 GMT

I'll second this. I was hoping that team members "status" could automatically be toggled to unavailable when message or conversation is not opened (like it did in the old interface). I understand this muddles things a bit with the Slack integration, however, adding a toggle to automatically enable/disable team member availably based on the user's conversation or messages interface being currently open would be super helpful.

Re: Managing the availability of team members on live chat

kurtw14 — Mon, 11 Jun 2018 05:16:50 GMT

Tommy,

FYI while my note referred to toggling availability automatically based on chat being opened in your browser... you can set availability based on business hours. See this article: https://knowledge.hubspot.com/getting-started-with-sales-tools-user-guide/how-to-use-messages#availability

Re: Managing the availability of team members on live chat

SuzNGF — Thu, 06 Sep 2018 16:10:25 GMT

I also believe this feature would be helpful as well as the ability to set the availability of a user as an admin. IE if someone forgot to logout, I could toggle them off as well. I don't think every HubSpot user should be defaulted to answer chat. It's confusing for higher level admins to have to "set away" when they have nothing to do with the chat feature for their website.

Being able to opt-in users would be a more beneficial setting/UX.

Re: Managing the availability of team members on live chat

CCS — Tue, 19 Mar 2019 04:42:06 GMT

I looked at the link but it does not tell you how to set business hours. I really would like that feature as team members work shifts.

Re: Managing the availability of team members on live chat

cdewey22 — Tue, 22 Oct 2019 21:18:18 GMT

Thanks so much for the feedback!

We are first working on a team managment page that would allow an admin to be able to update the status of an agent. It would solve the usecases mentioned here about a agent forgets to set themselves away and this will allow the admin to be able to fix it.

We should be working on this in the near future, so I will update the thread here!

For autosetting the agent away, this is on our radar and something we will be figuring out in the medium future, so I don't have a time frame quite yet but it is something our team is thinking about. I can provide more details once I have them.

Thanks,

Cassie

Re: Managing the availability of team members on live chat

Alison75 — Thu, 23 Jan 2020 10:29:17 GMT

Hi, any update on this feature ?

Re: Managing the availability of team members on live chat

RCd — Mon, 10 Feb 2020 09:55:36 GMT

Hi There,

Any updates on this?

Many thanks,

Re: Managing the availability of team members on live chat

cdewey22 — Mon, 10 Feb 2020 16:25:23 GMT

This is currently in development and should be ready within the next few weeks, I will post an update once we are ready to open this to beta folks.

Thanks for the interest!

Cassie

Re: Managing the availability of team members on live chat

setheryb — Thu, 13 Feb 2020 18:09:49 GMT

I would definitely love to be apart of this beta when it is available.

Our team is horrible at marking themselves as away

Re: Managing the availability of team members on live chat

TommyB93 — Fri, 14 Feb 2020 09:27:56 GMT

Yeah, unfortunately, the business hours thing isn't really that scalable for us as we have chat users spread accross the US, Europe and Australia, with people having very flexible working hours.

Re: Managing the availability of team members on live chat

nikkiv — Thu, 20 Feb 2020 22:50:24 GMT

Would love the opportunity to be part of the beta group. We have been wanting this for a long time.

Re: Managing the availability of team members on live chat

LukeMarthinusen — Tue, 25 Feb 2020 07:34:20 GMT

Hey Cassie, can we be on the beta please. A client that needs this urgently, and does not seem to be anything in the API that we can present online/offline agents to managers. 30 agents, and this is a major issue for us. Thanks!

Re: Managing the availability of team members on live chat

TommyB93 — Tue, 25 Feb 2020 08:53:38 GMT

Hi Cassie,

I am the original poster but my login has changed due to company rebrand. But yes, we would definitely like to be part of the beta.

Thanks,

Tom

Re: Managing the availability of team members on live chat

cdewey22 — Fri, 28 Feb 2020 20:24:46 GMT

I hear you! one of our reps has added you already to the beta list, so once we are ready you will get an email!

Re: Managing the availability of team members on live chat

cdewey22 — Fri, 28 Feb 2020 20:25:33 GMT

You are now added, once we have this ready I will send you an email.

Re: Managing the availability of team members on live chat

cdewey22 — Fri, 28 Feb 2020 20:26:02 GMT

You are now added, once we have this ready I will send you an email.

Re: Managing the availability of team members on live chat

cdewey22 — Fri, 28 Feb 2020 20:26:29 GMT

Feel free to email me with your new login info and I can add you! thanks!

Re: Managing the availability of team members on live chat

cdewey22 — Fri, 28 Feb 2020 20:34:07 GMT

Also, since I don't want to lose anyone interested. Here is the link to the beta form to submit if you are interested in the beta.

Please note, we are still finishing up development and I will email everyone on the list once we are ready to release this to beta!

Really excited to get this functionality out to everyone!

Cassie

Re: Managing the availability of team members on live chat

blichtenwalner — Wed, 25 Mar 2020 23:05:03 GMT

Hi Cassie, I will complete the BETA form. In the meantime, any update? We only have 4 chat users, but it's quite annoying when they forget to sign out (pretty much every day).