Auto-set chat agents to Away at the end of business hours

Calebb

A nice to have chatflow is the ability to auto-set all users/teams to "Away" when the business hours end of day parameter has been met so that our agents do not forget to do this themselves. 

 

Is it possible to set a global or individual daily reminder for agents in HubSpot?

 

HubSpot updates
Oct 26, 2021

Thanks for all of the upvotes on this idea! Our team is aware of the need for more advanced availability settings, and we're continuing to prioritize improvements for this. I will continue to post relevant updates in this thread.
 
One note on this request in particular: If chat availability is set to "Based on business hours" chats will not be routed to agents outside of those business hours, regardless of whether or not the agent is set to available. We've recently shipped some lightweight changes to make this clearer in the UI, but I continue to welcome any feedback! Please feel free to reach out to rpetrozzino@hubspot.com

Oct 22, 2019

thanks so much for the feedback @Calebb,  It looks like you are leveraging the team availablity of office hours for live chat. This should turn the chat widget to the outside of office hours mode and not display as if there are agents online without any action from the agents themselves, similar to how you are describing this above. Are you noticing this functionality work this way or would expect this to work differently?

 

Also, feel free to email me directly @ cdewey@hubspot.com to chat in more detail about this request! thank you so much for your feedback and time. 

5 Replies
cdewey22
HubSpot Product Team

thanks so much for the feedback @Calebb,  It looks like you are leveraging the team availablity of office hours for live chat. This should turn the chat widget to the outside of office hours mode and not display as if there are agents online without any action from the agents themselves, similar to how you are describing this above. Are you noticing this functionality work this way or would expect this to work differently?

 

Also, feel free to email me directly @ cdewey@hubspot.com to chat in more detail about this request! thank you so much for your feedback and time. 

kbarnett
Member

This would be a great feature.

 

Right now, we're getting after-hour chats from our website, and no one is there to reply. It doesn't give the most profession feel for the person looking for fast answers. 

MGottero
Member

That would be a great addition.

 

Similarly, I think it would be a great help if team member's availability was linked to their calendar. So that if a team member is on a call for a window of 30 minutes, their availability is automatically switched to "Away" for that time. 

BZiegler
Participant

It would be super helpful. Having If/then branches linked in your chatbots look terrible when a chat is pushed to an agent who forgot to turn off their availability. There isn't even a way to cover this by moving to a creating a ticket and closing a conversation if the agent doesn't engage within say 2 or 3 minutes. Even that would be a huge help and not leave people stranded.

 

rpetrozzino
HubSpot Product Team
Thanks for all of the upvotes on this idea! Our team is aware of the need for more advanced availability settings, and we're continuing to prioritize improvements for this. I will continue to post relevant updates in this thread.
 
One note on this request in particular: If chat availability is set to "Based on business hours" chats will not be routed to agents outside of those business hours, regardless of whether or not the agent is set to available. We've recently shipped some lightweight changes to make this clearer in the UI, but I continue to welcome any feedback! Please feel free to reach out to rpetrozzino@hubspot.com