Prioritizing conversations

Service Hub Tips, Tricks & Best Practices
1

Hi all,

Any tips on how to prioritise incoming mails in the conversations window?

  • assign higher priority to premium clients?
  • Automic assign a user to a certain mail from a client?
  • assign a task if conversation is open for more then 2 days?

How do we manage this? How can we automate this?

Many thanks

2

Hi @BTack,

This is a great question!

I wanted to tag in a couple of subject matter experts to see if they have any input on this matter:

Hi @Olivia_Bagnall, @jolle, @BukunmiOdetayo, do you have any advice for @BTack? Thank you!

Cheers
Mia, Community Team

3

Thanks, can’t wait.

4

Hello @BTack,
To be able to assist you effectively and empower you to get your job done for your use case, I’ll need to ask you some questions:

1. Are there some processes or lead qualification criteria that you employ in determining which clients are premium and which clients are not?

2. If yes, are those processes defined in your HubSpot with custom properties?

3. How are your conversations inbox and chatflows set up?

However, I have some basic suggestions to offer, especially for your third question.

I used** this video** to cover them.

Please provide answers to those questions so I can assist you better.

5

Hi!

Thanks for your reply:

1. Are there some processes or lead qualification criteria that you employ in determining which clients are premium and which clients are not?

  • There is a column in in the company masterdata that indicates wether a client is premium/or occasional. Together with the contactpersons allocated we could determine if an incoming conversations is from a premium martner or not.

2. If yes, are those processes defined in your HubSpot with custom properties?

  • see above

3. How are your conversations inbox and chatflows set up?

  • Basic setup, info-mailboxx from the company is synced with conversation mailbox in hubspot. We answer within the conversation in hubspot or create a ticket if conversation needs follow up.

Very helpful video btw!

Many thanks!