Owner assignment for Messages Tool

[mblank]

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.

[zbutterfield]

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]

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

[jamie639]

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]

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]

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]

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]

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

[mhawkinson]

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]

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]

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

[mblank]

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

[nstone]

this would be a great idea

[troelsfeodor]

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

[mlelieveld]

Yes. Please!

[DigtalRavey]

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]

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

[DaveJoRo]

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]

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.

[Nwclark85]

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