Better Controls for Chat Availability - Office Hours / User Availability

TheoB

Hi there, it would be great to have better controls for user availability for chat. 

 

1 - let us set different office hours for different chat flows

We have offices in multiple time zones - California and London - these use different chat flows routed to different teams. We cannot set office hours right now because we have to set it universally for all the chat flows. 

 

2 - let sales users schedule their chat availability

The above wouldn't be a problem if we could automatically schedule chat availability - just like the meetings links - as well as manually toggling it on and off. 

 

Right now, our sales reps have to manually toggle their availability. If they forget, we end up with angry messages from disappointed visitors who expected to talk to a human and got a bot and then an away message. 

 

Given we're forced not to use 'business hours', giving individual sales reps this tool would avoid mistakes. 

 

I think this feature really matters if you have a small team multi-tasking on chat - if you have lots of dedicated people there will always be someone availabile, but thats not the case for smaller companies that use hubspot. 

8 Replies
zwepss
Member

It would be great if HS Chat availabilty could be automatically changed by

  • Time frame per agent
  • Availability based on Google Calander
  • Availability based on Slack avaiability.
Jrushak97
Member

Having the ability to set office and chat hours would be ideal for my company. We currently have to sign in to HubSpot, then turn the chat on to available when we arrive.

 

Many times we have missed out on sales opportunities because we get distracted or simply forget to change our availability from away to available. 

Can we please look into having a chat setting for availability based time as well as the current manual availability option for the chat? Thoughts?

 

Thank you!

fpinkney
Member

For us, the ability to set individual availability hours is a must. Availability based on Slack/Outlook calendar would be fantastic. The ability to see who is available at any given time as well would be important as many of our team work remotely. 

kfreeborn
Member

Right now our team is working remotely and their availability is based on very specific hours.  Having availability options (i.e. OUtlook calander) would be great.

tmcginnis
Top Contributor | Platinum Partner

YES! I had assumed chat user could set their individual availability, just like they can with the meetings tool, only to find out that this isn't possible at the moment.

 

Would love for each individual user in Sales or Service hub to have the power to set their own availability times. HubSpot would then automatically mark them as "Available" during those times, which they could then manually override if needed.

CarinaAndresen
Member

We are hoping for a possibility to preset the dates the chat is unattended, or with a message that we're not available. It would be awesome if we didnt have to turn the chat off manually every Christmas or easter, when we know we wont be available.

 

LBrown25
Member

Yes agree with this!

 

We are an after-hours emergency hospital and have a chatbot on at odd hours, so at night-time when our clients need the most help we are there. However, during the day we want to put on a different chatbot, that allows us to email leads automatically to our client care team (who mostly work during the day) with an emphasis on reducing the number of inbound calls our business sees. 

 

Without this ability we cannot do this - I would have thought this would be a very quick fix!!

TrujayJay
Contributor | Elite Partner

Hi HubSpot team! This is really needed because for each team member to remember to mark themselves available is resulting in many missed opportunities, likely for a good majority of your customer base using Conversations. Are there any plans to expand on the availability feature?


Trujay | Jay Hendricks