Status: Idea Submitted
I want to tag chat conversations in HubSpot in order to identify them and create reports on these tags.
These would allow my company to see the topics of chats at the moment, create new articles on the knowledage base responding to the needs of our customers.
In the end, We would be able to see the progression of knowledge with the level of questions asked.
Es una funcionalidad muy necesaria para la medición de consultas frecuentes, mejoras o sugerencias de los usuarios que se atienden usando la herramienta de Conversaciones de HubSpot.
I think the tag idea would make this a little easier and more seamless for teams.
We currently use custom ticket properties to categorize them and identify documentation updates, as well as associate to GitHub issues.
In general - it would be a great enhancement to have some writeable properties on the Conversations object. Or the ability to extend the object with custom properties like you can do with almost all other object types. Any custom code or clever parsing of the conversation content currently has no pace to out result values!
We would need this! U
The workaround with creating tickets with tags is more complicated and not needed when you normally do not use the tickets…
We miss dearly this feature, it would be so great to have more options when it comes to conversations, tag would be one of them. Not all companies are ticket-heavy, live chat (without bots) is crucial for some companies, like ours.
I totally agree. It would be really valuable to tag the chats into categories to measure what people are coming into the chat to tak about. Really hope this feature can be implemented in the future!
This would be a great option to get an overview of the topics our customers enquire about
I just wanted to add my voice to the others here in saying that the ability to tag and categorise incoming mails would make hubspot inbox a lot more powerful. Tagging owuld enable us to assign certain easier topics to newly trained memebrs of the team, to identify priority clients and to assign and distribute work more evenly among our team. Thank you.
Following up on the prior comment in this conversation - I agree that tags would be a useful option for conversations. If we generalize out from that idea, enabling the ‘conversation’ object to be a fully grown up member of the record familiy would open the door to his ide and many more! In ther words, having conversation property options appear in the ‘property settings’ menu would enable writable/displayable options to exist related to conversations (or message threads inside conversation) without needing to add a tag to associated properties (like contact).
Steve
This would also be helpful across business units - to see which site/brand initiatiated the conversation
Is it really not possible to add any tagging/closing codes towards tickets in Hubspot? How are we then supposed to do proper reports and make strategic data driven decisions based on all inbound activities on tickets handled by our support team using hubspot Service Cloud? This feature is perhaps the most basic feature within the omnichannel customer support handling platforms available.
As a support manager I need to file reports on all inbound tickets towards my part of the organisation. I missing having a 360 degree overview of the activities within my team and I don’t know into details what reasons our customers are contacting us about.
Please prioritise this
Is this still not available? I desperately need this for our new selling channel that utilizes a specific bot within our Inbox. I do not want to create a seperate inbox. Is the only solution to create tickets? These conversations do not require a ticket.