automatically close chat conversation by time

[rwolupo]

it would be helpful if conversations can be closed automatically after a certain time if there is no further input

[coke]

I strongly agree with this idea. Many of our customers are looking for this functionality and it would be great to see a way to set an inactivity timer so the conversations that have meet that criteria get closed automatically.

[KBarberSG]

Another vote for this. Our team is not the best at closing out chats, and it clogs the email inbox making it very difficult to find the truly current chats. Auto-closing after an interval of our choice would be a huge time saver.

[DWilde]

I totally agree with coke and KBarberSG.  We currently use PureChat and this is a bog-standard feature that takes effect every single day ....   this limitation of auto-closing chats after a period of inactivity, is one of the stumbling blocks in us switching over to HubSpot's chat.  We are trying to introduce artificial work-arounds with workflows connected to Chats, but we keep running into roadblocks - it would be much easier just to have the 'auto-close after pre-defined interval' as a standard feature 

[BCapewell]

Is there any update on this? Ive been trying to figure it out on my own for the last few hours. 

[KBarberSG]

@BCapewell Unfortunately I haven't heard anything about updating this. I really wish they'd work on it so it wouldn't junk up the conversation inbox.

[BCapewell]

@rwolupo I tried doing this via a workflow, but "Conversation Status" is a property that is set by Hubspot and cant be edited.  

[LMannak]

Would be nice to automatically close conversations after a certain period of inactivity, to keep the inbox clean and tidy. Especially for bot conversations.

[KirstenC]

Agree, this would be very useful

[Yevheniia]

This feature should be definitely considered and implemented.

[richiea]

Agreed. Many visitors will stall out in a Chatflow which is awkward to indefinitely keep open both for them as well as us. 

[VAnanth]

Fantastic idea. We need this too cause customers start chat with the BOT but then drop out. 

And this is counted towards total time to close chat reports and doesn't give us an accurate picture. 

Would be GREAT to automatically close conversations after a certain period of inactivity, to keep the inbox clean and tidy. Especially for bot conversations.

[nicolerohrer]

Absolutely agree this would serve our customers greatly. 

[boberdooscott]

I agree as well. This would be a very helpful feature. 

[EffiR]

Agree, This feature should be definitely considered and implemented.

[ThaisCampbell]

+1 - Good idea!

[ERoxdriguez]

Great idea +1

[LManeru4]

+1 ! 

C'est une très bonne idée qui serait un énorme gain de temps pour nos équipes

[coke]

Hi everyone, what do you think about this workaround?

https://www.linkedin.com/posts/cokeorellana_solve-abandoned-chats-in-hubspot-automate-activity-71937...

With Help Desk you can automate this using tickets. If a ticket closes, the conversation also closes.

It's very easy if you wanna make it close if the "last response date" is older than 1 day and last response is from the agent.

But in the video I also explain how to do it for minutes. I hope it's easy to understand 🙂 

[VAnanth]

The above process makes sense if you're only using tickets. In our case, all our customers contact us on live chat first and there is no need in most scenarios to convert this chat to a ticket as we can resolve the issue on chat.  We only create a ticket if there is something deeper to be investigated by the engineering teams. Thank you for sharing eitherway. 🙂 

[coke]

Hi @VAnanth , I thought about this use case and that's why I thought that the Help Desk would be useful. It creates a ticket automatically and associate it to the conversation. You could create a filter with all the tickets that go through the workflow and delete them at some point but you wouldn't need to go through all the conversations to close them 🙂

I know it's not the best either and I'm hoping that there's a default automation to close conversations in the future.

All the best! 😉