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
23 Replies
ashenton New Contributor | Gold Partner
New Contributor | Gold Partner

I would also like to see this feature!

kpresto
New Contributor

This is definitely a vital tool, whether done at the user level or chatflow level.

 

Wondering if anyone has any workarounds in the handoff messaging that have been at least helpful in managing the site visitor experience.

Codyrg2006
Occasional Contributor

Yes, this is a must. It is especially frustrating when a sales rep from your team forgets to turn it off when they go home, then your chat appears outside of office hours all night! Please fix!

Codyrg2006
Occasional Contributor

It would also help if an Admin was able to turn off other peoples availability. That way if a sales rep leaves and forgets to turn it off, the manager can review it and turn it off for everyone so it won't appear over night. 

nico12345
New Contributor

This feature would be great and help us better manage visitors' expectation. It's difficult for our sales team to remember to turn themselves away (both on desktop and mobile) and it results in some frustrated visitors, leads or clients. We're using the chatbot auto-assignment feature, not the regular live chat. 

cdavis10
Occasional Contributor

If the chat bot could automatically recognise that the screen has been locked and then automatically sets to Away that would be the ideal scenario for me.

I am constantly up and away from my desk which means, to comply with our office GDPR regulations, I need to lock my screen regardless of how long I am away from my desk, so having to remember to switch my status to Away is really quite tiresome!

pjvpjv
New Member

Also, another way to detect someone as being away is if they receive a chat (sound played, etc.) and they don't do anything with it within 3 minutes, you assume they are busy or away and you set their status to away as a result. This way at least you don't have 5 people in a row getting no response because after the first site visitor is not replied to, their status goes to away.

mcostello
New Contributor

I am wondering why Hubspot have not implemented this as of yet. No one can be expected to remember to log out every day.

jsh58home
New Contributor

Adding our voice to the request. This should be standard functionality for a live customer support tool. 

edsvcs
New Contributor

Following