HubSpot Ideas


Assignment of mails per availability

With reference to this article:

It should be possible to auto-assign new emails by availability of clerks. Assign to the person online. Only if everyone is offline, assign by coincidence. 

1 Reply
Participant | Platinum Partner

This would be really useful. Another use case is that conversation responses are automatically assigned to the selected conversation owner (either manually assigned or through automatic routing). This is the case even if the user sets themselves as 'Away' in the inbox.


It would be very helpful for a rule to be applied when a user sets themselves as away any replies that come in assigned to them are unassigned for other team members to pick up. If looking to build routing rules for away users the default could be that the response is treated as unassigned, with the option to create a forwarding rule, if needed.