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Owner assignment for Messages Tool

: Delivered
mblank
Submitted by on ‎Sep 14, 2017 11:45 AM

Route messages to specific Sales Pro users based on the individual Messages created.

 

We have multiple products and sales reps who specialize in each offering. If someone asks a question on a specific product page, we need that chat to be automatically routed to the designated specialist in that area.

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23 Replies
zbutterfield
Occasional Contributor
on ‎May 25, 2017 11:03 AM - last edited on ‎Jun 30, 2017 2:53 PM by HubSpot Product Team

If I am online, but then jump to a meeting/demo, I have to manually toggle the switch to offline. It would be nice if there was a rerouting feature if the inbound message didn't get answered in a certain amount of time.

Jeffrey_U
Occasional Contributor
‎May 26, 2017 8:47 AM

It would be very good if there would be an option in messages to transfer a chat to another user!

jamie639
Occasional Contributor
‎Jun 27, 2017 4:20 AM

This would be a key feature, all other native live chat platforms offer this basic functionality.  It's not often Hubspot offer worse service than almost every competitor.

troelsfeodor
Top Contributor
‎Jul 12, 2017 9:57 AM

Agreed. Expecially, since we have sales reps in different countries, it's key to be able to transfer to a rep from another country

troelsfeodor
Top Contributor
‎Jul 12, 2017 10:13 AM

We operate in several markets with different languages. We currently cannot use Messages, because the routing of messages is too limited. We have Messages set up for different language versions of the website and need to route certain messages to certain individuals (or teams). Ie. a UK based sales rep should not be getting German messages.

Another way of achieving this would be to setup routing rules based on contact properties like "Country".

RyanG
New Contributor
‎Aug 8, 2017 11:16 AM
It would be great to be able to route messages to a specific user/team based on the webpage that the chat request came from.  For example, if a visitor initiates a chat on a sales page, I would like a sales rep to respond. But if a visitor initiates a chat on a support page, I would like a customer service rep to respond.
 
quentinsolal
Occasional Contributor
‎Aug 23, 2017 4:34 PM

It's a basic feature in all Messaging systems. This is a must be!

mhawkinson
Occasional Contributor
‎Sep 19, 2017 1:53 PM

Defintely! We need this feature! We have sales reps assigned to certain areas and account managers assigned to certain customers that would be better able to handle and transfering between the two would be much easier. It was also be great so we can transfer to our support team when need be. 

mfibrich
New Contributor
‎Sep 26, 2017 9:28 AM

I wrote to Hubspot today and was somewhat shocked that the answer wasn't 'it's in the pipeline' but, "At the moment, messages are owned by one user and can't be transferred. However, I appreciate how this feature would be useful to you and other customers, so I would encourage you to provide any feedback directly to our development team so that we can make improvements in the future."

As has been said, this is a fundamental and basic need when working in a team with different departments. I know 'messages' is a relatively new addition to HubSpot but surely this needs to be a priority!

 

hroberts
HubSpot Product Team
HubSpot Product Team
‎Oct 3, 2017 11:52 AM
updated to: Delivered

Hi @mblank, this is now an option when editing a specific message to route it to a specific rep!

mblank
Occasional Contributor
‎Oct 3, 2017 11:58 AM

That's great to hear, @hroberts. Thanks!

nstone
Regular Contributor
‎Oct 16, 2017 9:02 AM

this would be a great idea

troelsfeodor
Top Contributor
‎Oct 19, 2017 7:50 AM

I believe this is now possible with the "Route incoming chats to:" setting on the individual message

mlelieveld
Occasional Contributor
‎Nov 6, 2017 4:46 AM

Yes. Please!

DigtalRavey
New Contributor | Platinum Partner
New Contributor | Platinum Partner
‎Nov 10, 2017 9:08 AM

We would like the ability to not only assign a team of users to messages like in the current round robin fassion... but also  be able assign users in a specific order to users...

 

For example , current user case.

Assign a team of user to the message in messages dashboard... they are assign round robin fashion. 

 

Sales Pro 1

Sales Pro 2

Sales Pro 3 

Sales Pro 4

 

We would like to be able to order

 

Sales Pro 3

Sales Pro 2

Sales Pro 1 

Sales Pro 4

 

Many Thanks

Dave

 

DaveJoRo
Occasional Contributor
‎Nov 10, 2017 1:16 PM

This would be awesome! Our team was just discussing this after switching over from a different live chat platform.

DaveJoRo
Occasional Contributor
‎Nov 17, 2017 2:04 PM

This wouldd be extremely helpful for our sales team as we have reps focused on specific parts of our business that can help chat users better dependent on their needs!

jstahl
Occasional Contributor
‎Nov 21, 2017 4:12 AM

This is a feature that is necessary for international teams - and extremely convenient when we start sending chats to people with the specific knowledge to answer that customer's question.

hroberts
HubSpot Product Team
HubSpot Product Team
‎Nov 28, 2017 2:45 PM
updated to: In Planning
 
Nwclark85
Regular Contributor
‎Dec 20, 2017 7:48 AM

This is a key feature for us, members of our team have specific expertise and therefore it is much easier for them to be able to transfer a specific chat to a member of the team that is better placed to answer.

 

That and they may need to pass over due to becoming unavailable.

 

This is a KEY feature for us