Chat properties for workflow triggers

It would be great if there was an option to use conversation properties for workflow triggers.


Specifically, if we could have "chat agent" as an option so we could create workflows to assign tasks or send emails to the internal team managing live chat if they have failed to respond to a chat that was assigned to them to remind them to do so.


I know there are similar capabilities being rolled out for the service hub but it would be great to be able to trigger actions in workflows based off of new chats, etc. in conversations as well.

HubSpot updates
4 Replies
Regular Contributor

I've tried a lot of ways to simply get notified when someone talks to a bot. Right now we only get notified once it finishes and the bot hands it off. We just looked through and saw 40-50 potential leads interacting with our bot over the last 2 months, but we never knew it! 


We have them a workflow to let us know but it only will fire if they are a contact. How can I achieve this? It seems silly that we can't get notified.

Regular Contributor

Yes! We would like to take over from the bot sometimes if we're available and know the conversation is going on. Or to just be ready ahead of time when the handoff occures rather than be caught by suprise when the bot is done.

Regular Contributor

Other use cases:


  1. Trigger an automated email work-flow when someone doesn't complete the chat
  2. When someone completes the chat, add them to an inclusion list (if connected to Salesforce)
  3. Workflow to update contact property based off of different chatbots
  4. Lead scoring based off of different chatbots
  5. Campaign tracking based off of different chatbots



Regular Contributor

+1 - I came looking for this for quality control.