Greetings, I am the HubSpot product manager of the Conversations API. I wanted to at least take the time to mark this ‘Idea’ as under consideration/being reviewed because we do think about this, and so that you know we are indeed listening. Some of the people who have upvoted this idea are people who have been with the Conversations API for a long time, made feature requests of it, and very understandably, wonder why the heck it is still in Public Beta.
Not that it was ever at risk of being deprecated or intentionally-under-maintained, but I can now publicly and confidently say we will bring the Conversations API to GA in 2024. The reason that we left it in Public Beta for so long, and why weren’t focused on the enhancement requests on the Conversations API, is that we were working on a bigger project around a use case that we’ve gotten a lot of feedback around - ‘creating threads.’ Under the hood, we’ve been preparing the Inbox to be more channel agnostic/consistent across channels/ ready for ecosystem channels. Will announce more about this soon.
Our product team’s general approach to conversation assignment is that we want to improve our own in-platform routing/assignment automation engine to cover the more complex routing requests that larger, more complex support teams have. This is part of the reason we haven’t jumped on an endpoint for you all to directly assign a conversation - there is a pretty complex interaction with HubSpot’s own assignment automation, and also with user permissions.
That said, I’d be curious to hear everyone here’s business/use case for why you are looking to assign convesrations directly. I’m sure different people will have different answers. Some of your solutions might be covered by some of our routing team’s own planned improvements, others might still be why you are understandably wanting to do it directly via API.
Some of you, I think, are trying to integrate your own chatbots into HubSpot. That might be an interesting use case for this upcoming ‘create your own messaging channel in the Inbox’ API that I am alluding to but not recruiting widely for yet, and yes, absolutely the main problem there is ‘how do I assign a conversation to my bot instead of a user in my HubSpot account.’ That’s something our own chatbots team is thinking about for our own approach here.
Anyway, at least wanted to acknowledge that we hear you on this feature request, and some of our own initial thoughts about how to approach it, even if we are not saying a solution is planned at this time.
Would love to hear from you!
