Auto-detect 'away' feature for chat

The messages feature is tough to manage in a busy office. I'm the only key contact for online chat. And I have various other duties.

 

I'm often 'popping up' from my computer and forgetting to turn off chat. This is causing constant frustration to those seeking quick answers.

 

I know that other like propgams have an 'auto-away' type feature that detects when your computer is dormant for 2 - 3 minutes. If so it will automatically indicate that you are away and defaults to an email response. Of course it would be great for the feature to detect when you are back 'in-use' and switch back to live chat.

 

This would be a great feature to add.

HubSpot updates
20 Replies
AndrewPhelan
New Contributor

I'd second this idea, I think it's really necessary. Either that it auto-reverts to the Offline message, or if there is no engagement with the user from our end (e.g. if I'm away from PC answering a staff question) it sends an automated answer within X minutes, so that the end user doesn't feel ignored. 

 

HubSpot Moderator
HubSpot Moderator

In some cases, an agent may forget to toggle on the "Away Status" before closing the browser and leaving work.

 

Because of this, it will be good to have a functionality that automatically toggles the "Away" status on after a period of time if:

  • Agent does not reply to a chat after X amount of time.
  • Agent not in HubSpot inbox page after X amount of time.

 

chowes
Occasional Contributor

This is very, very useful. My team works on a different timezone than most of our customers and they like to sleep once in a while, so having something that automatically deals with the situation when no one responds for a few minutes would be hugely helpful. 

clioi
Top Contributor

yes please! I think they are already working on this feature as the chat seems to be setting my end to 'away' randomly, which is quite annoying!

Community Manager
Community Manager

It would be great if the system would automatically set the chat rep as away after a certain amount of inactivity (like 15min). This would help for someone who forgets to go away and leaves their desk to ensure they don't get a chat. 

nikkiv
Regular Contributor

I totally agree. We are a small organization and only have one individual managing the chat however he has many other duties that he attends to. He is getting pulled away from his computer periodically through the day and forgets to turn off his availability. Due to this chats are lingering out in the black hole of chat and it's creating a bad customer experience. 

IvanGuberkov
Visitor

This feature is also sorely needed if you are using a chatbot on your website and would like to automatically direct visitors to a sales rep that is available. Or alternatively, provide a message that everybody is away at the moment.

Stellaivano
Regular Contributor

I agree on this.

 

This idea has been submitted almost 1 year ago. Any news? We need this!

JessievanB
New Contributor

UP! We need this as well!

SuzeMars New Contributor | Gold Partner | Certified Trainer
New Contributor | Gold Partner | Certified Trainer

 Agreed. We've had a few clients ask about this feature. An auto-timeout when the agent it routes to doesn't reply within X minutes would solve. Alternatively, it could set agents to away as Casper suggests.