An autoresponder on the conversations inbox would be really helpful.
Our customers use an email address to report issues. When an email comes in, our support team manually creates a ticket and that triggers an email to the customer to say we've received it. We've chosen not to use the ticket auto creation feature from conversations because we were finding that when customers replied about a ticket, it created a new one. (Meaning multiple tickets for the same issue).
However, this means that out of hours, the customer doesn't get any response when they email us, because a ticket doesn't get created.
An autoresponder on the conversations mailbox would be really helpful to acknowledge the enquiry.
We can't use the mailbox itself (Gmail) as this only sends autoresponses to an individual every 4 days, not to every message.
A workflow which said "once x conversations are assigned to _" or "once x conversations are open" with an autoresponder would be helpful. This way when service employees are backlogged there is an eta that can be given
I know this idea is specific to functionality around setting an autoresponder, but I wanted to share a HubSpot app that allows you to set up OOO rules so when someone is out or on vacation, they are skipped in the assignment rules for contacts, companies and tickets. This would alleviate the need for an autoresponder and instead ensure that object is assigned to someone available and the customer recieves a timely response.
The app is called Distibutely and I highly recommend it.
If anyone on this thread is interested in learning more or would like a live demo, let me know and I can connect you to the team!
How this wasn't just an inherent feature in HubSpot to begin with is kind of mind boggling. It's a basic functionality of any good CRM. I love HubSpot for the most part but some of the things you guys don't have is just crazy to me, this being one of them. Another feature you absolutely need to include is the ability to report on ticket volume per hour rather than just per day.
Upvoting this because we use the conversations inbox for team email. We want to be able to let the customers know when we are closed for holidays and would like to be able to send an automatic response from that conversations inbox. We can already do it from personal email, but not every customer has the direct email address of one of our account specialists, hence the conversations inbox.
Hubspot - Can we please have an update on when this is implemented? This is vital to a business that does not work 24/7. We would simply like an out of office reply for holiday periods. It is vital for our industry as our customer's do work 24/7!
I made a workflow to do this and it appears to work fine on test. Presuming that your conversation inbox emails are converted to tickets then, like me, you would want a ticket based workflow. This was my trigger criteria:
Group 1
Pipeline is any of X [Specify your pipelines] AND
Ticket is associated to: Any Activity And associated Activity has all of: Activity date is after 21/12/2023 (UTC) [Or whenever your office closes] AND
Ticket is associated to: Any Activity And associated Activity has all of: Activity date is before 02/01/2024 (GMT)
OR
Group 2
Create date is after 21/12/2023 (UTC) AND
Pipeline is any of X AND
Create date is before 02/01/2024 (GMT)
It then sends a marketing email I created. The big caveat to this process is that the contacts have to be marketing contacts that are subscribed to the same email subscription specified on the marketing email. However as the workflow captures failure information you can can easily see who didn't get the out of office email.
