Messages - transfer chats between users

Nwclark85

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
Re: Messages - transfer chats between users - changed to: Delivered
Jul 9, 2018

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

Re: Messages - transfer chats between users - changed to: In Beta
Jun 5, 2018

Re: Messages - transfer chats between users - changed to: In Planning
Apr 9, 2018

9 Replies
DaveJoRo
Participant

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

rebeccaj
Member

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.

Status updated to: In Planning
hroberts
HubSpot Product Team
 
Nwclark85
Contributor

@hroberts did you mean to include a comment above?

Status updated to: In Beta
hroberts
HubSpot Product Team
 
Nwclark85
Contributor

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

nickbodkins
Participant

@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
Member

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

Status updated to: Delivered
hroberts
HubSpot Product Team

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