HubSpot Ideas

CBader

Close inactive Live Chats after 5 minutes of no activity

We would like "finished" chats to automatically be marked as closed, so that if the same user comes back later the same day (for example), they would need to start a new chat. We would like the chat to automatically close after, say, 5 minutes of no activity.

 

This feature is for sales reps who respond to live chats. The use case is when the person they are chatting with leaves the conversation but comes back later the same day. The system treats it as a continuation of the same chat.

 

But the specific sales rep they were chatting with may no longer be available hours later. So we would like inactive chats like this to be closed automatically, to ensure that a returning user like this is treated as a new chat.

 

The goal is to make sure that the chat with the returning user does not slip through the cracks and get lost.

 

Thank you for considering this idea for Live Chat.

8 Replies
gemini87
Participant

This will be helpful so the visitor isn't waiting for a long period of time and they will have better experience. 

NortonFernandes
Member

That's a great idea

RManzanero
Participant

MAKE THIS HAPPEN! It's such a simple thing, but so needed. We're finding we're losing a lot of prospects due to being unable to show them we're actually unavailable. An automatic message after 5 mins to say "nobody is available right now" would seriously help!

danny2327
Contributor

3rding or 4thing this idea.  It should be customizable though.  5 minutes isn't going to be long enough for us.

 

SilverBoxAgency
Member

Customizable for sure, but this is absolutely a necessity for enterprise level customers who are working out of the convo box for chats. It gets messy and ugly really quickly in some use cases.

MBradshaw
Member

Without having the ability to auto-close conversations (or atleast allow the user to choose to end the conversation), we are having to shop for other solutions in the marketplace. Since our live chat is merged with a chatbot that leads to tickets, customers cannot open a ticket until someone on our end comes back online the next day and closes all conversations.

brunooka
Participant

This is a very basic feature in most chat tools in the market. Two of our new onboarding clients are transitioning from Zendesk to HubSpot, and they can´t believe it´s not available in HubSpot yet.

CKuhns
Member

10000% agree with this as a must have feature.