Automatically Assign Conversations to Custom Hubspot Owner, based on availability

[basil]

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.

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.

[basil]

We are considering this and will update in a few months. 

[Eton]

We need the same solution as well. We have a shared inbox for our pooled cohort of customers that needs to be distributed fairly between the team when emails come in. 

We also need to ensure they are only assigned to team members that are set to "available", and not to the ones set to "away" to account for sickness/ annual leave. 

We have a 24 hour turnaround SLA so the emails/tickets that come in really need to be assigned asap to a team member. Similar to Basil, we also have a manual process in place where each team member has a designated hour they need to check the inbox and manually assign all conversations. 

[ProFromGo]

We have a client who has custom owner properties as well. The sales team is close to 90 (sales enterprise) users, and the service team in this organization is approximately 50 service hub users. This one feature is the only thing preventing our agency from onbarding them to Service Hub enterprise with many seats/users because without it, we can't easily create chatflow logic that will save time and be easy to maintain in the future (for example, when personnel changes happen for any reason). Following and fingers crossed this comes soon.

[JAmri]

This is an obvious use case for many users so please implement it, product team! Thanks 

[AMooney]

My customer is looking to assign live chat to a company owner. they really need this

[cristinaxr]

This is super important! Being able to choose who gets assigned conversations means saving time having to do it manually when automatically isn't the right option. Our contact owners are also sales so no use to us. Why is there no update to this in 3 years?

[PAlessiKrarup]

Yes please!

Currently need to create workaround where custom owners are copied to owner based on lead status and lifecycle stage.

[GBohling]

This is an available feature elsewhere in Hubspot (where it asks which 'owner field' to use) so I was shocked it's missing in Conversations.