Allow for chatflows to route conversations to different inboxes
At the moment, chatflows are tied to a specific inbox. This means that if I want to use one chatflow to route the conversation to a different team (e.g. Support/Sales), all the members of both teams need to be in one inbox, which can be messy.
This also means if a conversation is moved into Unassigned, it could belong to either team, so users have to look through each one to see which is relevant to them to pick those up again.
Permissions-wise as well, some information handled by one of the teams should not be seen by another team either.
The value of using one chatflow instead of two (for two separate inboxes) is that we can place both on one page (our homepage, for example), and visitors can quickly speak with who they want to speak with without having to hunt down the correct chatflow on the correct page first.
Thanks everyone for your upvotes on this idea! I couldn't agree more that having the ability to route chatflows to multiple inboxes is useful in many different cases. While we don't have a timeline for delivering this functionality, it is on our roadmap and we are working to get it prioritized in the future. I will continue to post relevant updates in this thread.
+1 This functionality is essential when multiple teams are involved in chat support. Every team needs to have a clear overview in their conversation inboxes about what was done and what needs follow-up.
The lack of this function creates an extreme amount of additional administration and increases the risk of human error, additionally ruining the built-in statistics.
In addition, all the other ticketing systems have a solution for this.
Absolutely need this for the company I work for. PLEASE make it a priority, and agree with Grek within Hubspot the only workaround is linking different hubspot chatbots to different webpages, not an ideal solution.
This definitely needs to be added. I find it baffling that it's not a feature already. How are you meant to keep teams' inboxes clean and organised when you're stuck with a chatflow only using a single inbox?
We are trying to implement chat within our organization, but I have just discovered that I cannot connect to multiple inboxes. Our business supports different departments, and we must have the ability to route the chat to the appropriate inbox (team). Would you know the estimated time of arrival for this feature? We are aiming to go live in Q2.
We have the same requirement. Different selections on the Chatflow are relevant to different teams. Therefore they need to go to separate HubSpot Inboxes for organization.
@rsail do we have an update on this feature being implemented? It should be an option in the Chatflow editing page.
+1 to this. Different use case for us as we're not using Business Units, but we're planning on segmenting incoming leads from 2 different chatflows for 2 different brands/locations. We also want to sync the conversations with 2 different slack channels (which again are allocated to each location/brand), which we can't do currently because all chatflows/live chats sit on a single inbox.
