It would be wonderful to be able to limit the number of chats a person can have on the go at one time. (ie. set a maximum number of chats per user.)
Our team, in particular, is small and has other things on the go while on chats, but we have a high volume of tickets/chats. It would be nice to be able to limit so our customers are then experiencing extreme wait times.
Hello, HubSpot community! We're excited to announce that Capacity Limits for Live Chat is available to all Service Hub Enterprise customers! To learn how to enable and configure limits for your portal, check out this KB article.
Global capacity limits for live chat agents is now in public beta!
To enable your account, review this article walking through the process to opt into public betas. By default, capacity limits is not enabled so you will need to turn it on after you have opted into the beta. You can follow the steps in this article to enable and configure capacity limits on your account.
Please Note: This feature is only available for Service Hub Enterprise customers. Only automatic routing utilizes capacity limits, which means the agent must have an assigned Sales Hub or Service Hub paid seat. If the agent does not have access to a paid seat, they will not be considered in the routable pool of agents nor will their capacity limits be considered.
Hello, everyone, I’m excited to announce we are very close to delivering Global Capacity Limits for Live Chat for our Service Hub Enterprise customers. With this feature, Admins can help their agents manage their workloads by limiting the number of simultaneous, active live chats assigned.
We plan to run a private and public beta of this feature before going live with it. The private beta is running right now and the public beta will come in mid-April–just a few short weeks!
You can see a live demo, as well as our 2023 routing and assignment roadmap, in this webinar.
Here’s a quick summary of private and public beta capabilities:
Private Beta
Admins can disable / enable Capacity Limits for their account
Admins can set a limit for the number of simultaneous, active live chats that can be auto-assigned for all agents*
Agents can see a capacity indicator in their workspace when they are at capacity
Agents can still manually assign chats to themselves or be directly assigned chats
Agent experience is available on mobile and web
Public Beta
All of the above
Admins can decide what behavior the chat launcher should take when all agents are at capacity, including 1) Show a wait message, 2) Do Nothing, or 3) Hide the chat launcher
If you are interested in joining the private beta, please contact your CSM. If you would like to join us for the public beta, watch your Product Updates for an opt-in link in April. For reference, this article explains the terms and eligibility of HubSpot beta programs.
Thank you,
The Routing & Assignment Team
*Please Note: Only automatic routing utilizes capacity limits, which means the agent must have an assigned Sales Hub or Service Hub paid seat. If the agent does not have access to a paid seat, they will not be considered in the routable pool of agents nor will their capacity limits be considered.
Contact your CSM to be part of the private beta running now (March 2023) or wait for the public beta in your Product Updates coming in April 2023.
Summary of private and public beta capabilities:
Private Beta
Admins can disable / enable Capacity Limits for their account
Admins can set a limit for the number of simultaneous, active live chats that can be auto-assigned for all agents*
Agents can see a capacity indicator in their workspace when they are at capacity
Agents can still manually assign chats to themselves or be directly assigned chats
Agent experience is available on mobile and web
Public Beta
All of the above
Admins can decide what behavior the chat launcher should take when all agents are at capacity, including 1) Show a wait message, 2) Do Nothing, or 3) Hide the chat launcher
Hi there! I'm Tilly, a product manager on HubSpot's Service Hub team. Thank you so much for the feedback around this idea. Given other features that are currently in development and in planning, this is not prioritized at the moment. That said, please continue to upvote and comment on the idea -- we will look to address it in the future and will post updates here on any future plans. Thanks!
This really needs to be implemented. Smaller groups are often balancing many things and having the option to have customers wait with maybe a counter for their place in line is crucual.
This is a great idea. I'd love to have a setting that each agent could change according to the needs: if a current chat is easy to handle or is coming to an end, an agent can increase the number, or decrease it when it's needed.
Hi there! I'm Tilly, a product manager on HubSpot's Service Hub team. Thank you so much for the feedback around this idea. Given other features that are currently in development and in planning, this is not prioritized at the moment. That said, please continue to upvote and comment on the idea -- we will look to address it in the future and will post updates here on any future plans. Thanks!
This would be great. Actually the features that you have within your own help functionality would be great. So if agents are too busy/ all occupied, the customer will receive an auto message and will be able to send an email instead.
Agreed this is a much-needed feature. Other industry-leading softwares have this feature and/or a "wait list" / que where users can wait in line for the next available person. We lack both. As customers come to us more frequently from other tools that have these capabilities, they are disappointed to learn that we have no solution. This should have been considered in the initial roll out of service hub. I hope that it makes it onto the roadmap soon!
100% agree with what's told above. Other chats (like Zendesk etc) offer the option to add people to a wait list / queue, so this would be so beneficial for our support teams. I was surprised to find out this is not available, so I really hope this gets added to the product asap!
Shocking to me that for such a "customer oriented" "Inbound" company they've not made this a simple feature. It's really easy.
Set number of chats available for all available users, once you hit that number, hide the chat feature on the site. Sure, you can build it out more than that, but the basic functionality will change business. We're literally struggling with dozens of chats and ONE representative.
This is definitely key functionality for any team handling multiple chats. We really need the ability to set the amount of chats to replace other chat platforms.
Esta es una función bastante necesaria en la herramienta ya que podemos hacerle saber al cliente que a pesar de haber una fila de espera lo vamos a atender.
En nuestro caso, esto nos ha afectado en nuestro TMO ya que pueden ingresar hasta 15 chats al tiempo a un solo agente lo cual es muy complicado para que podamos cumplir con tiempos de respuesta y dar una buena experiencia de servicio.
Esta propiesta lleva 1 año, espero la puedan gestionar pronto.
The current way to limit the number of chats by having to set your status to "Away" is very clumsy and difficult for an agent. The ablility to have chats wait "in que" is an indsutry standard with chat and a much better expersince for both the agent and customer. Please make this available.
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