topic Re: Customer agent without transfer to live agents in Tips, Tricks & Best Practices

Customer agent without transfer to live agents

stepanhorky — Thu, 13 Feb 2025 14:56:27 GMT

Hi all!

I'd like to create Customer Agent (AI chat) that won't be assigned to any live agent in case the AI doesn't know the answer. The conversation should end with a message advising the customer to contact us at given email address. I know that there's an option to assign the chat 'No one', but this still keeps the chat open. Is there a way to end the chat automatically without transfer to live agents?

Thank you for your support!

Re: Customer agent without transfer to live agents

PamCotton — Thu, 13 Feb 2025 23:11:55 GMT

Hey @stepanhorky, thank you for posting in our Community!

Currently, HubSpot doesn’t have a built-in way to close chats when no live agent is assigned automatically.

A workaround is to set up a bot with a final message directing users to email support, then use a workflow or API to close inactive conversations after a set time.

I would highly recommend you to please post this idea at our ideas forum (here).

Kindly,

Pam