The Live Chat feature is great, but it also presents some challenges due to how chat settings can - or, more accurately, can’t - be configured, including user availability and how it’s currently only tied to standard working hours.
It would be great if we could also define who is available for chat. According to HubSpot, anyone with Help Desk access is available if they have established working hours. We have managers and Sales/Marketing team members with Help Desk access who don’t respond to chats, so unless we delete their working hours (to make them perpetually ‘Away’), the Away or Max Capacity messages aren’t displayed when our actual support team is away or occupied. This has created some frustration for customers who think someone is there to respond immediately.
The simplest way to resolve this would likely be to have the ability to select specific HS users or teams within the Chat availability settings so we can exclude anyone who doesn’t actually handle chats.