Messages - transfer chats between users

We have just finished a trial of the messages module and a major reason wh your sales team decided to revert back to our old platform was an inability to transfer chats between users.

 

THis is critical for us as if someone is asking a question that a colleague is better placed to answer, it is so much easier to simply transfer that conversation to that colleague.

 

Likewise, if there is no response for a set amount of time, the chat should be set to transfer to another user that is online.

 

THis is a basic functionality on all other live chat platforms we have looked at.

HubSpot updates
9 Replies
DaveJoRo
Occasional Contributor

We also need this functionality. It's a major drawback for us in utilizing the messages tool.

rebeccaj
New Contributor

Agreed! It would be great to be able to have certain people manning the chat sessions, but then if they don't have the answer to a detailed product question that someone asks them, to be able to forward that message to someone who can answer it, instead of taking up time telling people we will get back to them later.

HubSpot Product Team
HubSpot Product Team
updated to: In Planning
 
Nwclark85
Regular Contributor

@hroberts did you mean to include a comment above?

HubSpot Product Team
HubSpot Product Team
updated to: In Beta
 
Nwclark85
Regular Contributor

And again, there is no comment.........

nickbodkins
Occasional Contributor

@Nwclark85 she's not commenting (it's confusing), she's updating the status. You'll see the status change in the blue header to her message!

npeterson
Regular Contributor

 @hroberts When do you expect these two updates to go live in messages? We will be switching from our current patform once in place.

HubSpot Product Team
HubSpot Product Team
updated to: Delivered

I'm happy to announce that all Messages customers now have access to Conversations, which includes the ability for users to reassign chats!