Conversations Team Management view will provide insight into the live chat team’s availability. It also adds the ability for Admins and Super Admins to control the individual user’s chat status to available and away, giving them control over their team that never had before!
Availability for the chat widget is determined by team member status. Right now, it has been up to the individual to set their own status and keep track of it. There are many times though when this breaks down, as imagine a busy day at the office, a customer calls, a colleague walks over to your desk, you need to focus on a customer issue that requires all your attention and setting your chat status to away is just not the first priority. This means that your team misses chats, potential leads, or customer service questions, and sets poor expectations with your customers, leaving them frustrated and confused.
Conversations Team Management view will help to address this problem, now Admins will be able to step in and turn that agent away. This will give them insight into their team throughout the day and especially in these remote times, it gives admins the ability to better manage their team and their customer experience!
KB Article:https://knowledge.hubspot.com/inbox/manage-your-inbox-users
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