No one likes to start a live chat and then have no agents available. Unfortunately, many companies that use HubSpot aren’t large enough to have dedicated phone agents and separate chat agents. As anyone who has tried it can tell you, it’s exceptionally difficult to continue a live chat conversation when you’re on the phone with another customer.
We use AirCall, integrated with HubSpot, but this could apply to HubSpot calling also. If a user is on a call, it would be great if their chat status could be set to away, and then automatically be set back to available when the call is finished. Additionally, if a user is on a live chat, it would be great if their phone status could be set to unavailable until the chat is complete.
Although this sounds like a great feature, a quick fix would be to make the “I am available / away” switch accessible in the top bar of the Hubspot desktop screen. I’m constantly reminding my team to update their status but they obviously forget that. It’s not enough in your face.
This is very important for small teams, hubspot seems to be designed for very big teams where you have dedicated agents to different things. Sadly, that is not the case for us
This would be the fix for the issue I am investigating right now! Definitley helpful for small teams without a diverse team of dedicated agents for both chat / / calling.