Chat properties for workflow triggers

wredek

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.

15 Replies
huddlehouse
Participant

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.

Jetpiloto
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.

thisisdatis
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

 

 

kbarrera
Participant

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

michelle_2n
Participant

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 

Aakar
Key Advisor

+1 Yeah. It will be super helpful.

BernardoV
Contributor | Platinum 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.

Status updated to: In Planning
cdewey22
HubSpot Product Team
 
ChristianM
Participant

I came looking for this too.

For my purpose I enabled this trigger and it worked:

Conversation source type is any of Live Chat

 

I simply needed a way to enroll leads into the workflow and know how they got into the system.

- Christian

Jenitte
Member

I agree! I have really needed this week. It would be great if conversations that come into the HS inbox could be used to enable a Workflow as well as when you close a ticket it enables another trigger. 

SebastianCorrea
Member

It would be great if we could set up conversation workflows, and automatic messages based on chat behavior!

ICSCreative
Member

Agree, we've lost countless leads because we aren't getting notified. Being able to create a workflow based on responses would be ideal. 

Status updated to: In Beta
cdewey22
HubSpot Product Team

Hi all-

 

We are excited to announce that Conversation-based workflows are now in a public beta. For access, please fill out this form.

 

For more details about this functionality, check out our Knowledgebase article. 

 

Thank you, 

 

Cassie

wredek
Member | Elite Partner

@cdewey22 that form appears to be blocked to the public currently.

cdewey22
HubSpot Product Team

sorry about that @wredek it should be working now. If not feel free to email me at cdewey@hubspot and I will get added to your portal on Monday. thanks!