Managing the availability of team members on live chat

Service Hub Tickets & Conversations
21

Hi Cassie,

I am the original poster but my login has changed due to company rebrand. But yes, we would definitely like to be part of the beta.

Thanks,

Tom

22

Feel free to email me with your new login info and I can add you! thanks!

23

Also, since I don’t want to lose anyone interested. Here is the link to the beta form to submit if you are interested in the beta.

Please note, we are still finishing up development and I will email everyone on the list once we are ready to release this to beta!

Really excited to get this functionality out to everyone!

Cassie

24

Hi Cassie, I will complete the BETA form. In the meantime, any update? We only have 4 chat users, but it’s quite annoying when they forget to sign out (pretty much every day).

25

We are very close to this being done. I will announce once we completed that last big piece and have done some more testing to ensure I am giving accurate timelines, but we are shooting for this to be out in April. Hopefully, it will be more middle April than the end, but that is dependent on some more testing before I will know! I will post here as soon as we are about a week out to make sure I get everyone’s beta requests!

Thanks and excited to be able to give you all this feature soon!

Cassie

26

We very much look forward to seeing this feature. Please add us to the Beta list @cdewey22.

Thank you!

27

@cdewey22 wrote:

We are very close to this being done. I will announce once we completed that last big piece and have done some more testing to ensure I am giving accurate timelines, but we are shooting for this to be out in April. Hopefully, it will be more middle April than the end, but that is dependent on some more testing before I will know! I will post here as soon as we are about a week out to make sure I get everyone’s beta requests!

Thanks and excited to be able to give you all this feature soon!

Cassie

Hey @cdewey22 , sorry for asking the same question, but any update on the beta? We went all-in with live chat on our site, and we’re using a chatbot and team availability to the fullest, but still run into many situations where reps forget to update their status. So I can’t wait to try this out!

28

Wonderful. Please add us for Beta. We are very excited for this feature.

29

I have good news, we will be releasing this beta next week (4/27-5/1)!

I have gotten a lot of submissions already so if you filled out this form already, I will be reaching out to you with details next week with the email provided.

If you have not filled out the form it is not too late! Please submit before EOD Monday (4/27) and we will include you in this first release. Here is the form to submit. This feature will be available in Starter & above across all hubs (Marketing, Sales, and Service).

Thank you all for your patience!

30

Thanks! You just made my day. We cannot wait to try this out.

31

Curious if details or anything has gone out yet?

32

Is this live yet or do I still need to fill in the form - can we be added to Beta please?

33

@cdewey22 How can we allow users to admin team member availability? We don’t want all the department managers to be able to mess with all admin aspects of the HubSpot instance, but would like them to be able to set their team availability when needed.

34

Hi @setheryb thanks so much for the feedback. Right now, they would have to be an admin or super admin in order to access this page. But this is something I am digging into around permissions in general for Conversations. I would love to know what types of functionality the chat manager role should have access to?

Happy to chat via email as well. Feel free to email me at cdewey@hubspot.com and connect in more detail.

35

Is this feature live now? I am a super admin but am having difficulty finding the settings for this new feature. Thanks!

36

i am also a super admin but unable to find the new feature

37

just wondering when this will be released???

38

Any update on the status of this feature?

39

Hi - We are in beta for this feature! Here is the beta form for you to provide your contact information and I can get this added to your portal and will send you an email as soon as it is added!

Thanks,

Cassie

40

I ran into a bit of an issue with one of our Service Starter chat users. On the back-end where we are able to manage availability, her setting was “Available”, which was overriding when she was setting herself to “Away”. When she was set to “away” she was still gettting assigned chats. Wondering if anyone else has experienced this.