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 good feature. BUT.. I'd like it to be an option, not a default. Our reps work on other activities while also having HubSpot open. They are likely available and ready for a chat even if they haven't been active in Hubspot for a while. I would NOT want the chat to automatically sign them out during instances like that as it would give our customers the impression we aren't there. Therefore we would likely not use this if it was implemented where another company could find it very useful.
Would it be possible to simply have an if/then contingency so that if a client chats in and doesn't receive a response for a certain amount of time (say 5 minutes), there would be a bot response saying something like "No one is online to assist at this time, please leave your email and a message and we'll get back to you!"? If we can't have the auto away, this would be an option that would work for me!
Agreed. This is table-stakes functionality for any chat service, but it's particularly egregious that it's missing from a service as expensive as Hubspot.
+1'ing and looking for some kind of "auto-away" functionality like Gmail, Teams/Microsoft, and other competitors to HubSpot. Especially with the round-robin assignment of tickets (which we don't use), I'm not sure why this would not have been available by now.
Not having this feature is upsetting our chat leads. I have a small team responding to chats, and it would be laborious to have them mark themselves unavailable every time they have a scheduled call.
I understand a phone call would be difficult, but a scheduled meeting should have an optional auto-away feature.
