As a Super User, it would be great to have the ability to merge two or more conversations together. We often have several live chats and email trails from the same contact (regarding the same issue) and it would be great to be able to merge these together to create a single thread. Other tools such as Zendesk have this functionality and it would be a great improvement for the Hubspot Conversations Tool.
Hi folks, My name is Eric and I am a PM on the Conversations team working on an exciting new feature that allows Inbox users to switch their communication channel with a visitor from chat to email and keep the conversation going within the same thread. If you are interested in getting early access to this feature and having your feedback heard, I’d love for you to express your interest by filling out the form linked below.
Please note: As this feature is in early testing, we’re slowly introducing it to early requestors. Once selected to participate, we’ll reach out to let you know!
+1 on this idea. Adding a "merge" feature in the "Plus" section on the inbox, after having selected several conversations to merge it in once would be very nice.
Additional nice to have : if conversations are already linked to a ticket, the tickets would also be merged in one
Agreed, it would be nice to have a way to EASILY merge things into one record for support issues. We have a team email that generates a ticket for each submission, the team email is also sometimes the easiest way to make sure all our support team gets notified of important information regarding a problem... it means we have a bunch of clicks to merge the two tickets together.
Hi folks, My name is Eric and I am a PM on the Conversations team working on an exciting new feature that allows Inbox users to switch their communication channel with a visitor from chat to email and keep the conversation going within the same thread. If you are interested in getting early access to this feature and having your feedback heard, I’d love for you to express your interest by filling out the form linked below.
Please note: As this feature is in early testing, we’re slowly introducing it to early requestors. Once selected to participate, we’ll reach out to let you know!
I am currently using Fresh Works (Help Desk, Chat and Contact Center) and you can create, combine, merge conversations, tickets and calls in in Help Desk. A call can be attached to any open ticket. A chat can me attached to any open ticket. Tickets can be merged.
If Hub Spot wants to really roll out a useful Service Hub I see this as a MUST ADD. I just started using Service Hub as a trial and see this as a major pain point, especially during any busy customer times.
Waiting to see where Hub Spot can take the next step on this as right now I do not see us moving forward with Service Hub. (Also inbound calling is not up to par with most services)
I get annoyed easy on the Hubspot conversations. I've made a form on the website and when the customer fill the form, it comes to Conversation inbox.
By the way, When when the customer reply to me, it doesn't come to the same conversation. I get more chats than the context. I want to manage same context in the same conversation. So please make this feature!
This is a significant pain point easy to identify even in the initiation process of working with a new Service platform. If your customers are messy, and most customers are messy via email, this is a major roadblock if it's not fixed/added as a feature.
Update? We need this. Wasting time managing a mix of multiple conversations for single issues. Waste of time, ressources and business as our customer suffer from the lack of cohesion.
This is super important and a basic feature on any support CRM. We had today a customer reaching out twice via email, once on chat and once on WhatsApp all about the same subject. We need to be able to merge this as one because it is one case.
If we close 3 of the conversations and respond to the fourth, we cannot even document it as conversations do not have numbers like tickets, so we cannot say: responded on conversation 12345678
