Automatically Assign Conversations to Custom Hubspot Owner, based on availability

Right now we can automatically assign incomign email conversations to

  • Contact owner
  • a specific team or list of users

In our company, the contact owners are from the sales team. So we have a custom owner property for the support contact owner. However, we cannot select that option.

 

Screenshot 2019-08-25 at 15.54.06.png

 

Additionally, we would need a check that only makes an automated assignment, if the person is set to available and a fall back rule, that if the person is set to away mode, distributes the incoming message to the available agents.

 

Right now, we have every day an agent assigned to manually assign all conversations. This is tedious and costs time.

HubSpot updates
1 Reply
mitch8
New Contributor

basil, great idea!


We also looked into this and were surprised this wasn't already included in HubSpot. There needs to be a way of setting a user to away (which they should be able to do from the app too) to account for sickness, holidays and when they are unavailable.

 

It also means having to alter Workflows when a user is away (lead rotation).

 

Hopefully this idea gets some more thumbs up!