When our CS team get a call from a client, they use HubSpot to look at their account on a company-level. Before they can discuss anything, they need to go through security checks to ensure the person on the phone is in fact the client.
We want to put in the correct measures that will remind the CS agent to go through these checks which is why we would love to add a pop-up alert reminding the agent to go through the security checks, and if possible, confirm using a checkbox that the security checks were done and approved before they access the account (company card).
Is a pop-up feature possible or something similar?
Alternatively, if we were to get a developer in, is this something that could be built?
Hi @KRosero,
I am not aware of any UI configuration options that would let you change the behavior of the calls. There are ways to customize the UI in general, of course, but not in a way that would make a following conditional based on a previously shown acknowledgement or reminder.
If you want to request this from the product team, the HubSpot product team reviews posts made here: https://community.hubspot.com/t5/HubSpot-Ideas/idb-p/HubSpot_Ideas
Alternatively, you could look into using playbooks which guide a rep through things they should mention on a call: Use playbooks
Lastly, you can find the ways to customize the UI here: Understanding the CRM APIs - HubSpot docs – while you can’t get to the behavior you mentioned, you can of course add specific cards for warnings and reminders and place them prominently in the middle section or right sidebar, for example.
Best regards!