Agreed, this is needed!
@fiachra_duffy - the main limitation of these solutions is that, in order to create tasks in a round-robin in HS, one needs to re-assign the Contact Owner before creating the task. Our company has a lot of overlapping “teams” and weighted lead distribution. With the teams solution, we would need to remove and re-assign the user from a lot of teams, which creates too much room for user error. The individual solution wouldn’t work at all, as the Contact/Company Owner gets assigned immediately before the task is created based on a number of factors (including the source of the lead, how “hot” or urgent the inquiry is, what market the lead is in, the size of the company… the list goes on).
The “easiest” solution to implement, I would imagine, is to have Task-triggered workflows. We could then create an OOO workflow for each team member that triggers when a Task is created to [so-and-so] and reassigns it as specified. Simply turn the workflow on when they’re out of office and turn it back off when they’re back - problem solved.
Task-based/-triggered workflows would be immensely helpful, for this and other use cases.
Hi fellow HubSpotters,
Just chiming in that we’ve been working with @LewTalon and @Routera-LT to utilize their solution to this issue. We’re not live yet, but we’re very excited about what we’ve demoed so far. I’d encourage everyone here to check out their tool! We’ll report back with an update once we’ve started using it.
This is 100% needed. We are looking to bring in all of our customer care reps into HubSpot, but the current way we manage out of office team members is not scalable at all. This thread was originally posted in 2019. What is taking you so long HubSpot?
So. Many. Years… Waiting.
Definitely needed…
Such a function is essential for us too
That would be great to have it!
Absolutely mandatory feature for us as well. Imagine a client does not get a reply, only because the first team member who replied to their request is now on holiday. We need a TRUE availability management, not only for chat but for the whole system.
I suggest, implementing the availability as a workflow trigger so we can do whatever we want with it. If I were to configure what to do with an open ticket or task if the owner sets themselves to “away”, the problem would be solved.
To be totally honest here. this wasn’t an issue until we started rotating owner so we could assign new leads evenly among the BDR team.
Not having this is a pretty big problem and renders alot of those lead distribution tools almost useless.
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Yes, love this idea!
I am very exicted to see this is in Hubspot’s planning stage now.
One other way we’d like to use this feature is for marketing emails. Right now, if an email is automated to come from Jessica, but it is a marketing email, and someone responds to that email, we can’t see their response until Jessica is back in office. I posted a bit more about this here.
+1, I am happy to see this is “in planning” now!
Oh wow! This would be great! Then, it could potentially assign a task to a different User? Hmmm… I like this!
We would also urgently use this function please!
Have a similar issue - once tickets get assigend from the conversations inbox, the person who is assigned is the primary responder to the emails. Our tickets stay open for quite a while and our team does not use personal emails to reply, they continue to use the shared email address. It would be great if the user could set themselves as OOO so that future tickets don’t get assigned to them, but also so auto responder OOO notifications can go out when people reply to email threads that are already assigned to them. Since the email is shared across multiple people, it is rare that they would all be OOO at the same time, which is why we wouldn’t want a blanket OOO email going out. It only should go out for the person who is OOO even though they all use the same email. This will help clients know what to expect for a turn around time. Hope we can see this happen soon!
Love the topic and think it should really be a priority - here’s another similar proposal I had which might help! I see it’s in planning - but what is the timeline for it?
This is almost 5 years old, it is not yet an option in Husbpot I hope they can implement it soon since it is quite useful and necessary
https://community.hubspot.com/t5/HubSpot-Ideas/Autoresponder-on-conversations-inbox/idi-p/303643
Good morning, everyone! We are working on building out user working hours, and you can learn more about the upcoming feature here. We anticipate this feature being available for beta in March. At this time, the main focus is conversation or ticket routing and scheduled meetings. Our next priority is to add out of office as well, and that will come later in 2024.
@jdemello wrote:
Good morning, everyone! We are working on building out user working hours, and you can learn more about the upcoming feature here. We anticipate this feature being available for beta in March. At this time, the main focus is conversation or ticket routing and scheduled meetings. Our next priority is to add out of office as well, and that will come later in 2024.
@jdemello thank you for the update! Do you know if this feature will be available to use in “rotate record” steps in workflows? Our specific use case is contact owner and/or deal assignment. We route them based on who is available and working that day so the leads can be followed up with promptly.
Do you know if this feature will be available to use in “rotate record” steps in workflows? Our specific use case is contact owner and/or deal assignment. We route them based on who is available and working that day so the leads can be followed up with promptly.
@laurabren Not at this time. We’re discussing with the workflows team, but I don’t have a timeline.