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
Jun 26, 2020

Hi all- 

 

I have added you all above to my list for today or reached out to you directly for more information.

 

Just to clarify this beta will provide insight into your chat team’s availability status and adds the ability for Admins and Super Admins to control the individual user’s chat status to available and away. We will be looking into additional availability controls later this year and into next year so keep an eye out for this feature to continue to evolve. 

 

If anyone else is interested in the Team Management beta, here is the form to fill out. 

 

Jun 25, 2020

@EJD we actually have that in beta now. I just added you to my list for tomorrow and will get this added to your portal. I will follow up with an email when the details. Thanks!

 

changed to: Not Currently Planned
May 20, 2020

Hi everyone,

 

I’m Vijay, the Product Manager for HubSpot’s Conversations Inbox tool. Thank you for taking the time to submit and upvote this idea. At this time there are no plans to work on this Idea as we are focused on building out the core functionality for Inbox and have priortized other chat related feature request.  This is not to say that this idea will never be developed, just that there are no plans to do so at this time.

 

Thank you for your patience and understanding. 

 

Regards,

Vijay Vadlamani

Sep 20, 2018

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. 

Jul 16, 2018

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.

 

51 Replies
New Contributor

This is a must please.

New Contributor

Do you show as away during booked meetings? That should be added too if it's not already part of the functionality. Since HubSpot books the meetings it should know you can't answer messages during those times.

New Contributor

Even if it only shows away when the pc is locked (which can be set to happen automatically) that would be great.

Occasional Contributor

This really isn't rocket science. Windows Messenger and even mIRC both had a setting to mark yourself as away automatically after being idle for X minutes... That was a reality in the 90s.

 

Give us a setting so that chat agents are marked away after not touching their computer for a selectable amount of minutes, or if they lock their computer, and to become available again when they wake the computer up or just return to Hubspot.

Occasional Contributor

Yikes... This feature was requested in 2017.. I'm not going to hold my breath.

Occasional Contributor

yes, and auto time out would be great. would be good if it prompted you first, of course. maybe even by mobile notification, so you could see it if you got up from your desk but still wanted to be available by mobile. also, an admin needs to be able to set other team members to away, in the event that they forget

Occasional Contributor

Yes more functionality around the away mode would really help.

 

If the chat mode could you use the device's activity mode such as an instant messaging app would...

Occasional Contributor | Platinum Partner

This (and the automatically rotate after X minutes of inactivity) feature are absolutely critical to a client who's looking to switch over from Drift (which has this functionality and a lot more by the way). Any update on the status? 

Visitor

Also looking for an update on this! Could really use it.

 

Thanks

New Member

Agreed! It is so easy to forget to go offline and I'm worried it's giving the end user a bad experience. It would be awesome to have member-by-member availablity!

Occasional Contributor

I absolutely agree that either an auto-reset of someone's status to Away after being dormant for a few minutes and the option to configure a message which responds immediately if someone is waiting more than a minute for a response (this would be ideal).

Alternatively, at least the ability to change one of your team member's statuses to Away when somebody has forgotten to do so.

Thanks

New Contributor

Agreed. Today it is to "risky" because my team constantly forget to set their status online/away, and I understand them. This should be automated, e.g.:
- Set as away if inactive for 2-3 minutes (and activate again upon return)

- Set away if computer is offline (and activate when computer is online again)

- Set away outside defined business hours (active during business hours)

 

Or maybe combinations of these.... Anyway we desperately need some automation to set the away mode.

Top Contributor

Is there any update this functionality? Obviously there is a need from all the comments and we have been asking for it for over a year. 

New Contributor

*bump

Regular Contributor

2 years and still missing very basic chat capabilities.

 

The number of times I discover that one person inadvertently left themselves online and we now have angry customers/leads asking why nobody is responding surprises me.

 

This seems like technically a fairly simple item relative to the numerous complicated features HubSpot is rolling out regularly.

Occasional Contributor

Totally need this.

New Contributor

This is becoming a show stopper. Totally agree that we need an "auto away" functionality. ASAP.

Occasional Contributor

This was first requested in 2017 and even though there's a long string of "this is a must have" comments on the thread, Hubspot doesn't seem to think it's important at all. Disappointing.

New Contributor

I'm new to HubSpot and I went through this today with my onboarding specialist and this feature was my first question when looking at conversations. I must say that my immediate feelings were that until an automated away function is available, we won't use it for anything more than basic tasks due to the risk of forgetting to set the away status. I really hope this is being implemented in the near term. 

New Contributor

This would be awesome, and honestly a must for this feature.