Source of update in Contact property value is 'Conversations'

[TCastillo1]

Hello,

I'm trying to figure out how the contact owner is changed and it says that the source is 'Conversations'. It looks like this is an automation and would like to turn it off.

[BethHWB]

Hi

We're also having this same issue but only for conversations moved into a certain inbox (as far as I have noticed)

I can confirm that the contact didn't have an owner beforehand and that the issue is only happening when the conversations are moved from one inbox to another. The conversation (once assigned) says 'Conversation created from an unknown source' and then seems to be randomly assigning across all active users.

As stated by the others in this thread the conversation owner was changed by Conversations.

Our volumes increase drastically around Christmas and I am concerned that customer communication will be missed because the conversations are not unassigned.

[MiaSrebrnjak]

Hi @TCastillo1,

Thank you for reaching out to the Community!

The behavior you described above is expected if the contact doesn't have an assigned owner before they contacted you. When an agent responds to the contact's conversation in the Conversations inbox, they'll atomatically be assigned as the owner. This automation unfortunately cannot be deactivated. You'd need to ensure that all contacts have an owner before they chat into the conversations inbox to prevent this from happening. 

Could you confirm if, in fact, this contact was unassigned before Conversations assigned them to an owner? Thanks!

Cheers
Mia, Community Team

[BethHWB]

Hi

This answer isn't 100% correct.

The latest example I've come across is an existing contact with an owner, yet the conversation and ticket are assigned to someone else.

Again it is only happening when conversations are moved between inboxes. All of the conversations say "created by unknown source".

We don't want any of the conversations/tickets to be auto-assigned - that's why we've turned that option off wherever it appears.

I'd really recommend looking into this as a bug rather than designed behaviour.

[CPretzman]

Hi Mia!

I am also experiencing this, but I can confirm that the contact records WERE assigned before being re-assigned by conversations. Why is this happening and how can I prevent it in the future?

[DinithiAbeysiri]

Hi Mia,

I'm experiencing the same as @TCastillo1 (thanks for the question). And I can confirm that these contacts are unassigned before the conversation happens. What is the workaround that we can do to assign it to the sales team (or leave it blank)? 

[TCastillo1]

Hi Mia,

Thanks for your response. Confirmed that the contact has been unassigned before Conversations assigned them to an owner. With our existing integration, contacts are automatically created whenever we send and receive an email from our connected outlook email. For instance, when I email John Doe who isn't an existing contact in Hubspot, John Doe is automatically created as a contact in Hubspot and I'm automatically assigned as the contact owner. Is there any way to turn off the automation (some sort of workflow maybe) and keep the contact owner Unassigned until we manually assign the correct contact owner?