Chat Availability Settings Should Apply to the Bot

I set my chat settings so that the chat launcher will hide outside of our business hours. Since I'm using a bot to greet and capture the name & email address of the person wishing to chat - my chat availability settings are being ignored. So I'm getting incoming chats when my sales reps aren't available. I'd like for the bot to hide outside of business hours, just like the chat launcher would IF I wans't using a bot.

20 Replies
rachel_mcbee
New Contributor

This is huge because we are getting tons of messages over the weekend, with no one to answer them. So instead, we have to manually turn the bot off and on every single day. I hope this gets fixed soon!

SarahN
Regular Contributor

We've encountered the same problem. I've resorted to manually turning the chats off before leaving the office. Its a pain in the butt. 

BryanGorman
New Contributor

I have a couple suggestions for the chat bot that I think would make life a little easier.

 

1. Chat bots should not have to be hosted by a welcome message. They should stand alone and be activated from the bot builder tool without connecting it to a message.

 

2. Give us display/targeting options for the bot. As of now, when a chat bot feature is activated, it will display at all times even if the message where the bot is hosted is set during business hours only.

 

 

 

 

 

clioi
Top Contributor

see here @hroberts - this feature is extremely needed, otherwise office hours are kind of useless!

clioi
Top Contributor

hi @BryanGorman - this has been asked a lot of times on this forum and still no update from HubSpot!

AllenGraves
New Contributor

^^ that

dmasulli
Occasional Contributor

^^ Yes please! We have several pages that rank internationally so we get all sorts of chats deep in the night where nobody can answer. Also have to resort to turning the bot on/off. 

nmacdonald
Occasional Contributor

This has been a continual headache for us as well. Our only solution is to have sales staff manually set themselves as away when they leave for the day. Sometimes they forget and we will have chats rolling in when we are closed with response causing a bad customer experience. What ideally should happen is in the handoff configuration there should be an option to input business hours and if it falls outside those hours a message will display, similar to what can be inputted when away.

AleBlu
Regular Visitor

I strongly agree with the idea and already upvoted it.

 

I think the easiest way would be to have at least the possibility to set the timing for the targeted messages.

 

In this way we could:

  • Set up different targeted messages connected to different bots based upon office hours / out-of-office hours, so that for example we can have 1 bot with a specific flow that foresees an agent handoff if needed and 1 bot with another flow, without an agent handoff at the end but collecting the visitor's data so that we can contact him/her later (this is what I would personally need)
  • Set up a targeted message only for out-of-office hours so that it's connected to the bot, while during office hours the agents immediately enter the chat

Would this idea fit everyone's needs?

 

In this case I don't think it should be too difficult for HubSpot to release this feature, we can already target the pages where we want the targeted message to be shown, so only a "timing" rule should be added...

Greg1
New Contributor

Big issue for us as well! Makes for unhappy site visitors in the current format!