HubSpot Ideas

rwolupo

automatically close chat conversation by time

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

20 Replies
coke
HubSpot Employee

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
Member

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
Member

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
Contributor

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

KBarberSG
Member

@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
Contributor

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

 

BCapewell_0-1654264926476.png

 

LMannak
Member

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
Member

Agree, this would be very useful

Yevheniia
Member

This feature should be definitely considered and implemented.

richiea
Member

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

VAnanth
Participant

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
HubSpot Employee

Absolutely agree this would serve our customers greatly. 

boberdooscott
Member

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

EffiR
Member

Agree, This feature should be definitely considered and implemented.

ThaisCampbell
HubSpot Employee

+1 - Good idea!

ERoxdriguez
HubSpot Employee

Great idea +1

LManeru4
Member

+1 ! 

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

coke
HubSpot Employee

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
Participant

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
HubSpot Employee

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! 😉