We have quite a number of workflows in HubSpot that classify, notify, assign tasks and owners.
If such users are out of office, processes get stuck in the dead end waiting for the users to eg come back from vacation.
We are using rotation in some cases to make sure that eg an initial follow up still takes place by a team member even if the initial user didn’t react in time.
We also added delays of 1 day to make sure the initially selected users had the opportunity to work on a task.
After that delay a rotation takes place.
Bad enough that the first user was out of office, the next that received the task via rotation was OoO as well.
We cannot delay and rotate again and again until we finally find one that actually works on the follow up action.
Please add an option where users (and as a fallback the team lead/delegate) can set themselves Out of Office and define their delegate to make sure that important workflows don‘t get stuck due to absence or at least get delayed by several days until rotation finally found a user.
It’s needed fast, ie before summer vacations start everywhere.
Lots of awesome activity on this post this week. Hope you all are enjoying the new capabilities!
@KChristophe Thanks for your question! We are going to add OOO to at mentions in another week or two 😄 So be on the lookout for that update.
@FPalmisano If you have a team in your routing rule, the users on that team that are OOO or away will not be considered eligible for assignment and will not be assigned. Right now, this only applies to channel-based routing (routing from inbox- or Help desk-connected channels and skill-based ticket routing). We are working with automation to bring this same functionality to the 'rotate owner' action so all tickets route consistently but don't have a timeline for that effort right now.
@Arne We plan to expand the current offering to utilize calendar connections and automatically sync OOO blocks if the user has a gcal or outlook connected (the same connection used for meetings). I know you're also concerned about the non-ticket use case for this feature and we are also working with automation to make that a reality, but I don't have any timelines right now. Per your original ask, I won't close this post until we've delivered on the ability for contact and task assignment to ignore users who are away (out of office or outside working hours or manually set to away).
Hey, folx! User Working Hours are rolling out across portals and should be fully live for you by 04/11. If you would like to get the feature early, reach out to your CSM and we can get you unlocked.
We are also working on User Out of Office, and look to deliver that in Summer 2024 for Help desk and Inboxes. If you have need for workflows' 'rotate owner' action to understand and route based on user availability or out of office, then please talk with your CSM or spin up an additional idea forum post just for workflows. Given the many use cases in this post that span multiple products, we won't hold the request open until every last one is served. We will consider this request delivered once we have out of office for help desk and inbox. If you have additional needs outside of help desk and inbox, please open a request on a specific product (workflows) or specific product area (Sales Hub) so that product group can prioritize accordingly.
Do you know if this feature will be available to use in "rotate record" steps in workflows? Our specific use case is contact owner and/or deal assignment. We route them based on who is available and working that day so the leads can be followed up with promptly.
@laurabren Not at this time. We're discussing with the workflows team, but I don't have a timeline.
Good morning, everyone! We are working on building out user working hours, and you can learn more about the upcoming feature here. We anticipate this feature being available for beta in March. At this time, the main focus is conversation or ticket routing and scheduled meetings. Our next priority is to add out of office as well, and that will come later in 2024.
Submitting an idea to set a user within HubSpot as out of office. This would be beneficial to help automation and workflows know when not to send a task, contact, etc to someone out of the office. The meetings tool does this for the meetings links, but anywhere else that might be automated does not have a feature to set availability.
Under users&teams it would be nice to access availability or out of office features.
We absolutely need this functionality for controling workflows and round robin assignments of tickets. Currently the process is 100% manual and we may forget to put the rep back into the workflow when they are back into the office. We need a way to easily schedule a user's time off so that we know all the assignments, workflows and tasks will go back to business as usual when they are back in the office.
I really belive that it would be a huge improvement for us to have the out of office option as all the tasks are accumulated and it makes coming back to work quite overwhelming.
I agree. We want to make sure that tasks are taken over in case of an out of office colleague. Been searching for a solution for hours, but no luck so far.
Same here, we have 28 users going OOTO on variable basis and it always takes a few hours to remove them from teams, workflows, contact ownerships, notifications etc.
Would be good to allow each user to set themselves as OOTO and place a backup user who takes over any associations for the time being.
Yes, as we are all going on holiday again this function would be valuable again! Please consider having this done, there are already 55 upvotes and counting.
