Great minds think alike

Currently, when the access to a Conversations Inbox is restricted to only allow specific teams and users ("Inbox settings" > "Access" > "Select users and teams who can edit"), it's only possible to tag users (i.e. "@mention") into a conversation's comments who are listed as the "Primary team members" of a User Team. This means users listed as "Additional team members" in the team cannot be tagged in conversations comments.   The issue is that HubSpot users are expecting that they should be able to @mention any team member of the assigned team to their conversations inbox. However, this is only working for Primary team members. Additional team members do not appear as options when mentioning users in an inbox. This makes it difficult for partnering teams to coordinate with each other to best resolve customer conversations. ...read more

We need the availability for service reps to be toggled on/off based on their current availability, as shown on their calendars.    For example, if a rep is in a meeting, their chat availability status should be unavailable until they return from their meeting.       ...read more

Would be great if Service Hub features like Chat could be branded as per business unit. We can now change the avatar etc. but having difficulty accessing brand colors etc. ...read more

When a ticket is moved from Closed status back to open, all the associated conversations (chats and emails) are re-opened and floods the Inbox. I can't imagine why this would be necessary since we can send an email to the contact directly in the ticket. There would be no reason to have a chat open back up since we can't reach out to the customer that way. It is confusing for other agents online and a hassle for me to now have to sift through our Inbox and manually close all these outdated conversations that have automatically opened. Fix: Keep closed conversations closed even if the ticket is re-opened. ...read more

Currently, contacts and tickets have the ability to use the playbooks feature. Would like to see this added to the inbox since that is where most communication is funneled to.   Would make training and scaling customer service operations much easier.    Hoping one day that tags and keywords sent by a customer could allow AI-based suggestions of what playbook a team member of ours would want to use to answer any incoming inqueries.  ...read more

Trying now to pull reports on a chatbot and it's astonishing that these have never been brought up!   -I can't determine WHO went through the bot - or how many times. -My "tests" in the preview are calculated in the completions, and each test is a new completion!!? So I can't determine how many unique contacts went through a bot... -Reporting on answers to questions is minimal and very inconclusive   This is a really powerful great tool with very disappointing reporting and visibility. Would love any ideas or tips if anyone has any! ...read more

In the conversations inbox, you can connect multiple forms, but the default subject line is "Form Submission 21.10.22" (localized date) for all forms.   To make matters worse, the subject line is collapsed by default and it doesn't show at the top of the page the way a ticket does.   Have an option to set a default subject line for each form configured in the conversation inbox - bonus points to include personalization tokens and allow the same option for chatflows.   Who - all tiers, conversation inbox users What - avoid spam folders and send emails with subject lines that make sense Value - not have to worry about changing the subject line every time         ...read more

It would be great to see if the person who sent in a chat is still active in the chat or if they have left. You could be responding to someone who isn't there or you may end up emailing someone that could still be waiting for a chat. ...read more