HubSpot Ideas

rraven

Chat timeout

It would be great if there were options to auto-set someone away from chat if they didn't' respond after a period of time (on the agent side), or even better, allowed "lack of response" to be included in chatbot workflows.

 

Additionally, setting limits on how many chats an agent was forced to handle would be great for similar reasons.

 

Right now once a chat is assigned, if someone forgot to put up "Away" or just gets overwhelmed with volume, there is nothing to keep that client from just waiting forever.

2 Replies
GBrown4
Member

@rraven completely agree! This is prone to be messed up when someone inevitably forgets to update their status. I can see this problem happening semi-regularly. There is no reason that the system shouldn't be able to transfer that user to a different representative after a short period of time.

OllieS
Member

100% agree on this! I'd envisage there being an Option area where you could define which action to take if the chat is left unassigned for a user-definable period of time. The outcomes should be to route to a specific "flow", so for example, the same flow you've assigned to an if/then branch for no user available.