Please add the ability for HubSpot to fire a Slack notification specifically when the Customer Agent hands off a conversation to a human agent.
Right now, HubSpot’s Slack integration only supports:
- General Inbox → Slack notifications (for all incoming conversations)
- Workflow‑based Slack messages, but only to a static channel and without any trigger tied to “handoff to human” events
Because of this, users have no built‑in way to alert a Slack channel only when the bot escalates a chat to a live agent. The current live‑chat Slack feed creates noise since it receives every conversation, not just escalations.
Teams need immediate visibility when a human agent is required — without looking through all other live chat messages. This improves responsiveness, reduces missed escalations, and prevents Slack channel overload.
An ideal solution will be a dedicated automation trigger for: “Customer Agent → Human Agent Handoff Occurred”
And allow this trigger to:
- Send a Slack notification to any chosen channel
- Include conversation link, contact information, assigned agent, and last message
Thank you!