Setting an agent to "away" means no conversations get assigned to them
Currently, using HubSpot's conversation system, if an agent is set to "away", they will not get assigned chat conversations but they will get assigned form submissions on a round-robin basis if they are tied to an email that the form is submitted (a general email, such as support@company.com).
We should be able to have the "away" status apply even to form submissions as vacations and sick leave exist, and it's a very standard feature for most ticketing/conversation applications not to have anything assigned to an agent that is 100% unavailable.
I am happy to announce that email and form assignment based on a user's availability will go into Private Beta on July 24. We are targeting a general release to all customers by early August If you are interested in joining the beta, please message your CSM or keep an eye on the product updates tab to opt in to the public beta on July 31.
I am happy to announce that email and form assignment based on a user's availability will go into Private Beta on July 24. We are targeting a general release to all customers by early August If you are interested in joining the beta, please message your CSM or keep an eye on the product updates tab to opt in to the public beta on July 31.
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