Chatbot handover when team unavailable

Marketing & Content Hub Lead Capture Tools
1

Hi,

I have set up the team availability business hours from 8am-5pm. The chatbot is set up that if there is a chat enquiry outside the working hours then the chatbot will takeover.

However my question is IF (during the business hours) the customer support team is not online for XYZ reason, does Hubspot know that no agents are online or in that case the customer will hang out in the live chat with no agents talking to him? Or will the lead be automatically redirected to the chatbot.

Thank you for looking into it!

2

Hello @alexandrecoussy,

Welcome to the Community!

Great question, at the moment, our bots works based on your teams availability, it will have an option to:

If team members are offline, show: enter a specific message to display if no one is available to chat.

I will be linking to our article that will explain more about this option :

I hope this information helps.

Kindly,

Pam

3

This type of functionality is interesting to our team as well.

4

Hello @Tsell,

Welcome to our Community, does my solution above solve your case as well? If not, the more information, screenshots, and details you can provide, the better I can advise on the next steps.

Kindly,

Pam

5

Our thing is that we would like live chat availability to be unique from email reply availability.