Chatbot Notifications

[Nitaneth]

Hello everyone,

I wonder if anyone can help please.  I have been testing the chatbot but am having trouble with the notifications.  In case the person who is assigned the chat doesn't see a notification i would like our whole team of 5 agents to receive it, not just that person, which seems to be the case at the moment.

Our agents prefer receiving notifications by Microsoft Teams and they have these switched on.  My workflow is set to 'Send in-app notification' and i have listed all 5 agents but still only one receives the 'round robin' notification.

Can anyone help with this?

Also, if anyone has any idea of the best way to alert the team to messages that would be appreciated.  They won't hear the pop-up sound as they have headphones in but only wear them when on a call, so even a sound doesn't help alert them.

Lastly,  is there a way to end a conversation automatically and say that one of our agents will contact them by email asap, if no agent has reacted to a chat in good time, e.g. 30 secs to a minute?

If anyone with chat experience could reply with their experiences, that would be great. Thank you.

[PPaul47 · Accepted solution]

Hey

For your query 1, 

In HubSpot, when using round robin assignment in workflows, the notification is typically sent only to the agent who is assigned the record, not to everyone listed in the rotation. So even if you’ve selected all 5 agents in the “Send in-app notification” action, only the one who gets the round robin assignment will receive the notification—by design.

Now, if your goal is to notify all agents when a new chat or lead comes in (regardless of who it’s assigned to), you might consider one of these workarounds:

Workaround Options:

Instead of notifying individuals, use a shared Teams channel and configure the workflow to send a message there. That way, everyone sees it instantly

For query 3

Yes, HubSpot does offer a way to handle this kind of fallback scenario using Chatflows and email capture logic.

Here’s how you can set it up:

In HubSpot Chatflows:

1. Enable Email Capture: In your live chat settings, go to the Build tab and enable the option to capture the visitor’s email address early in the conversation.
2. Set a Delay Trigger: While HubSpot doesn’t currently support a native “no agent response in X seconds” trigger, you can use a bot fallback message or custom bot flow to simulate this. For example:
• If no agent picks up within 30–60 seconds, the bot can send a message like:
  “Looks like all our agents are currently assisting others. Please leave your email, and we’ll get back to you shortly.”
3. Route to a Form or Close the Chat: You can then either:

• Route the user to a form to collect more details, or
• End the chat with a confirmation message and log the conversation for follow-up.

Best,

Prateek Paul || Transfunnel Consulting 

prateekp@transfunnel.com 

Book a meeting with me

[Anonymous · Accepted solution]

Hi @Nitaneth ,

Here’s how you can handle chat routing and team notifications in HubSpot:

1. Notify the whole team when a chat starts:
Even if you use round robin, you can set up a workflow to send an in-app or Microsoft Teams notification to everyone. In your chatflow settings, use the “Send internal notification” action and add all team members as recipients. This way, everyone gets alerted, not just the assigned agent.

2. Alert the team if notifications are missed:
If in-app popups aren’t catching attention, set up Microsoft Teams or email alerts as a backup. You can also create an escalation, if no one responds in a set time, send another alert to the team or a lead.

3. Auto-respond if no agent replies:
HubSpot doesn’t auto-close chats, but you can add a “timeout” message in your chatflow:
“Sorry for the delay. Someone will follow up with you by email soon.”
If you have Workflows (Pro/Enterprise), you can trigger a follow-up email for conversations with no reply.

Let me know which HubSpot tier you’re on, some features depend on your subscription. Happy to help further!

[Nitaneth]

Hi Veronica

Many thanks for your reply. I have set up a workflow as below and added the 5 users but in practice it is only the assigned agent who receives the notification. Can you tell me what I am doing wrong?

[cid:image001.png@01DBE776.9EB48730]

I like the idea of escalating the notification but can't see how to do that either - we have a Professional account if that makes a difference.
I like the idea of your time out message so if you can give me step by step instructions for this I would really appreciate it.

Many thanks!
Nita

[PPaul47 · Accepted solution]

Hey

For your query 1, 

In HubSpot, when using round robin assignment in workflows, the notification is typically sent only to the agent who is assigned the record, not to everyone listed in the rotation. So even if you’ve selected all 5 agents in the “Send in-app notification” action, only the one who gets the round robin assignment will receive the notification—by design.

Now, if your goal is to notify all agents when a new chat or lead comes in (regardless of who it’s assigned to), you might consider one of these workarounds:

Workaround Options:

Instead of notifying individuals, use a shared Teams channel and configure the workflow to send a message there. That way, everyone sees it instantly

For query 3

Yes, HubSpot does offer a way to handle this kind of fallback scenario using Chatflows and email capture logic.

Here’s how you can set it up:

In HubSpot Chatflows:

1. Enable Email Capture: In your live chat settings, go to the Build tab and enable the option to capture the visitor’s email address early in the conversation.
2. Set a Delay Trigger: While HubSpot doesn’t currently support a native “no agent response in X seconds” trigger, you can use a bot fallback message or custom bot flow to simulate this. For example:
• If no agent picks up within 30–60 seconds, the bot can send a message like:
  “Looks like all our agents are currently assisting others. Please leave your email, and we’ll get back to you shortly.”
3. Route to a Form or Close the Chat: You can then either:

• Route the user to a form to collect more details, or
• End the chat with a confirmation message and log the conversation for follow-up.

Best,

Prateek Paul || Transfunnel Consulting 

prateekp@transfunnel.com 

Book a meeting with me

[Nitaneth]

Hi Prateek,

Having gone back into the chatflow i can't work out how to set a delay.  TBH i couldn't see that there is a settings option to 'capture email address' but we've asked people to supply their email in a question so will have captured that anyway.  Where do i go from there to delay the next action?

thanks

[Nitaneth]

Hi Prateek,  thank you for your helpful suggestions.  I had considered making a team but not sure it is really what we want to do.  I will give it some more consideration though.

I will also try the delay trigger in our chatflows and see how that goes, sounds like a good idea 👍

Thanks again.