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.

HubSpot updates
33 Replies
julia08
Occasional Contributor

I would love more targeting options! Especially if I could track if certain users have used the ChatBot before, then I could load a different version of the bot without an explanation/introduction message. Or, we could prevent the ChatBot from greeting customers who have preferred to only talk to staff.

Rejeanm
New Contributor

Our team has also been affected by the limitations to set away messages outside of business hours. We use the bot to guide our users through different service options while also providing the option to chat with our team if needed. Since our business is international, we have visitors looking to chat with our team outside of our business hours, which is certainly not a positive experience for them. It would be ideal if Hubspot enabled us to set away messages outside of business hours in the Agent Handoff settings so that visitors know why our team is unavailable. 

 

Looking forward to seeing this new feature added soon. 

Willsweet
Occasional Contributor

EDIT: Turns out this doesn't work Smiley Sad

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This would be a great addition! 

In the meantime though, to get the chatbot showing only during office hours, install the chat snippet code with Google Tag Manager and set a Custom Tag Firing Schedule.

 

https://www.bounteous.com/insights/2016/09/20/fire-gtm-tags-your-schedule/

 

Now, you only have the code on your site from 9-5 (or whatever hours you're after).

 

 

bmichael615
Occasional Contributor

We are experiencing the same issue. Because the bot trumps the after hours message it moves users that chatted in earlier in the day to Unassigned with no response if they chat back in outside business hours. We need this fixed asap!

marissamemmott
New Contributor

Why is there an option to "Hide chat launcher" when "all team members are 'away' or at capacity" or when it's outside business hours if it doesn't actually hide the chat launcher? What's the point of business hours then? 

HubSpot Product Team
HubSpot Product Team
updated to: In Planning
 
LMW242
New Contributor

you are my people!  exactly that - need to turn off the bot overnight otherwise we get lots of wierdos pointing me to **bleep** sites or asking bizare questions.  I'm using the bot to ask for name and email whilst we are online which seems to be a common thread in this thread.

AndyMason
Occasional Contributor

Upvoted, and seconded. Definitely need this feature ASAP, please. As has been mentioned, it's not great having the office hours setting being overridden by the bot. Thanks in advance for developing/implementing. Smiley Happy

bayleafdigital
Occasional Contributor

Agreed -- this seems straightforward, highly useful... Hubspot is an 'automation' tool, so we shouldn't have to manually toggle on/off switch regarding availability.

 

On a related note: 

If the chat session has already been initiated, but the rep stepped away (e.g. went to bathrm, picked up a phone call, etc.) and is not answering the chat request in a timely manner, then  there should be some fallbacks in place.

 

e.g.. If rep does not respond in x seconds (or mins), then:
a) transfer to next available rep, or
b) show error message.

 

So some sort of "inactivity timer" where after that period of time, some action happens so the visitor does not hear crickets or feel ghosted.

Marlene
Regular Contributor

We need a solution really urgent too!