HubSpot Ideas

BRXPerformance

Adding Playbooks To Inbox

Currently, contacts and tickets have the ability to use the playbooks feature. Would like to see this added to the inbox since that is where most communication is funneled to.

 

Would make training and scaling customer service operations much easier. 

 

Hoping one day that tags and keywords sent by a customer could allow AI-based suggestions of what playbook a team member of ours would want to use to answer any incoming inqueries. 

1 Reply
Timothy-Hanlon
Participant

Late to the party, but this would be a good idea to help guide the initial conversation with sales and support enquiries. I know it's possible to assign playbooks to tickets, but it would be helpful to help support agents troubleshoot issues and prevent them from becoming tickets to resolve in the first place.