Great minds think alike

timscales · ‎Jul 19, 2018

Here's what I would like to do in Conversations: - Have one set of Targeted Messages that reach a live person during business hours - Have a separate Targeted Message that reaches a bot outside of business hours Currently, chat Availability is a global setting, and can't be customized to the Targeted Message. Can you set it up so different Targeted Messages can be scheduled for different times?

Jenny26 · ‎Feb 16, 2023

When one of our tech support staff sends an email to a HubSpot contact from our conversations inbox, the email activity is only associated to the contact record and not also to the company that the contact is associated to. So, if one only goes into the company record to see if our tech support contacted a client, it looks like they didn't. I'm requesting that email activity that originates from the Conversations Inbox to a HubSpot contact automatically associate with the Company record that the contact is also associated to.

tmcginnis · ‎Jun 9, 2022

We're using Service Hub to manage support tickets for our website hosting clients. We have a workflow created that sends a marketing email to the ticket user after 5 days of no response alerting them that we will close their ticket the next day unless we hear back. More often than not, users reply to that marketing email rather than to the ticket itself (even though the email clearly says not to reply to it). It would be great if there were a way to do this from the Ticket record or Conversations inbox directly so any replies to the automated email remain in the same email thread as the original ticket. We could send the email from the shared inbox for the ticketing system, but any replies would open a NEW ticket instead of associating it with the existing one.

JTurney · ‎Jun 7, 2022

Asking that the use of email templates can be enabled within the Conversations --> Inbox tool. Currently, only the use of Snippets is allowed here.

BryceChee · ‎Nov 8, 2021

We've got a large team that works collaboratively and jumps into chat support when @mentioned. However HubSpot is only able to give either a email or desktop/browser notification if their name was mentioned. This causes a lot of friction for us as it is not always so that other teammates have their browsers open, nor check their emails (especially team members who don't work with emails as much). We'd like to either have mobile app notifications pop up, or provide integrated notifications with Slack (since our entire org uses it). However, since there are no workflow actions that can get triggered from an @mention, that feature will have to be built too to allow for this. This idea seems most relevant (please upvote this too if you upvote this idea)

samer47 · ‎Jun 7, 2022

Since there is so much real estate; can you add a button next to send that is "Send & Close" Conversation. I know its there in the drop down as the only option. But it would save a click if it was just a button next to it and probably a good design since there is only one option in the drop down. Thanks.

WSirhindi · ‎Feb 13, 2023

It would a useful option to prevent text with ".zip" to create a hyperlink in HubSpot, e.g. when sending an email. As it is now, you can only put a space between the filename and its extension, which I don't find very "clean".

Stanz · ‎Nov 4, 2021

Hi all, When building a chat in Hubspot, you're supposed to let the chat visitor fill in their email address to identify what contact is chatting with you. This step can cost you conversion, especially if you already have their email address. What I'd like to have is the option to add the contact's email address in the URL as a parameter (for example example.com/?email=firstname@companyname.com) as you can do with fields in Hubspot Forms. This way, I can let Hubspot know who's chatting without having to ask the chat visitor for their email address. This would be great for example in the following use cases: - A lead starts a chat on a landing page after emailing them. - A user clicks a link from our app and starts a chat (we know who it is, so we can add their email in the URL). Can we implement this in a similar way to how it works with Hubspot Forms? It would make a huge difference!

Luiisf · ‎Apr 27, 2021

We oftentimes come across different issues while within the same ticket/conversation. For instance, a customer can have an issue today, and come back to us using the same thread with a different issue in a few weeks' time. Creating a new ticket to address that new issue might just become a nightmare in terms of workload, so it would be helpful if to have a split/detach emails option in Conversations.

tom569039875678 · ‎Nov 1, 2021

Hubspot has a feature that allows automatic email replies (e.g. out of office) to be auto-spammed. The aim is to declutter inboxes, which is sensible. However, this is flawed: after a conversation is spammed, if a contact later responds (e.g. after returning from holiday), their reply is associated with the spammed conversation and remains hidden in the spam folder. This means we are unlikely to see or respond to it. A ticket is also not created, so the reply remains invisible from support agents. As a general principle, it is correct that a spammed conversation remains spammed even if further replies are received (e.g. scams, unsolicited sales). However, the flaw is that automatic responses are not spam and therefore should not be treated as such. Automatic replies are received only where we contact a customer, prospect etc. Even low-quality responses, such as automatic replies, should never be treated as spam. A simple solution: do not auto-spam automatic responses, auto-trash instead. This would resolve the issue as follows: Conversations: it is already true that conversations in trash are re-opened and moved to the inbox when a customer replies, meaning we see them. Tickets: assuming each conversation follows current logic and automatically creates a ticket, it's already true that a ticket with only one conversation is auto-deleted when that conversation is trashed. When the conversation is untrashed, the ticket is un-deleted. This would mean our support agents see tickets only when there is a legitimate reply. Hubspot has disappointly confirmed that there are no plans to change the auto-spam behaviour. They have suggested that auto-spam be disabled as a workaround, but this is not ideal because it will result in cluttered inboxes and numerous irrelevant tickets. We have decided to disable the auto-spam feature and accept the pain of cluttered inboxes. We will attempt to deal with tickets via workflows but this is inconvenient. It would be far easier to auto-trash these tickets as I have suggested.

Great minds think alike

Customize chat availability by targeted message

Conversations email activity auto associate with company record

Automated Emails for The Conversations Inbox

Enable use of conversations email templates in conversation inbox tool

We need better notifications for @mentions within chat

Send & Close Button on the InBox

Preventing text .zip or other files extensions from creating hyperlink.

Identify Chat Visitors By Their Email Via URL Parameters

Detach or split emails from Conversations

When automatic replies auto-spammed, subsequent emails from the contact remain spammed

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