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.

8 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.

Occasional Contributor

Yes - i am looking for a way to notify our team that we have received a live chat. it would be nice to be able to set up a workflow 

Advisor

+1 Yeah. It will be super helpful.

Regular Contributor | Gold Partner

I´ve found the property: "conversation by bot is true" for smart lists. 

 

I now this is a very specific solution but it has worked for our case: 

 

- When visitors use the site chat they are always welcomed by a bot, this allows to have them on the list. 

- We have set the conversation so chats are always assigned to their HubSpot Owner. 

 

This configuration allow us to segment users that have used the chat bot or have talked to a specific agent for workflows and mailing campaigns through the "conversation by bot is true" list . Not the best solution but its great for service surveys and basic chat related marketing emails.

updated to: In Planning
HubSpot Product Team