Hey
For your query 1,
In HubSpot, when using round robin assignment in workflows, the notification is typically sent only to the agent who is assigned the record, not to everyone listed in the rotation. So even if you’ve selected all 5 agents in the “Send in-app notification” action, only the one who gets the round robin assignment will receive the notification—by design.
Now, if your goal is to notify all agents when a new chat or lead comes in (regardless of who it’s assigned to), you might consider one of these workarounds:
Workaround Options:
Instead of notifying individuals, use a shared Teams channel and configure the workflow to send a message there. That way, everyone sees it instantly
For query 3
Yes, HubSpot does offer a way to handle this kind of fallback scenario using Chatflows and email capture logic.
Here’s how you can set it up:
In HubSpot Chatflows:
- Enable Email Capture: In your live chat settings, go to the Build tab and enable the option to capture the visitor’s email address early in the conversation.
- Set a Delay Trigger: While HubSpot doesn’t currently support a native “no agent response in X seconds” trigger, you can use a bot fallback message or custom bot flow to simulate this. For example:
- If no agent picks up within 30–60 seconds, the bot can send a message like:
“Looks like all our agents are currently assisting others. Please leave your email, and we’ll get back to you shortly.”
- If no agent picks up within 30–60 seconds, the bot can send a message like:
- Route to a Form or Close the Chat: You can then either:
- Route the user to a form to collect more details, or
- End the chat with a confirmation message and log the conversation for follow-up.
Best,
Prateek Paul || Transfunnel Consulting
