Great minds think alike

Currently, when you send an email via the contact or ticket directly you have the option of selecting between your team email channel, your personal email or any "alias" email addresses associated with your Gmail email address.    From the Conversations Inbox, this option is not available.    Having the option of alternating between "aliases" in the Conversations Inbox would be very helpful for our team and would make the inbox more dynamic for different inquiry/response types! Team: Operations/Support  Service: Conversations Inbox ...read more

It is only an option to change the avatar for the Hubspot chatbot. There is no option to change the icon itself, and there is currently no workaround to customize this. the only customization is for the color in the chat settings.   Every company should be able to use its own branded chat icon, it is a basic configuration that should be fairly easy to add as an option under the display settings. Please fix that. ...read more

The Struggle: We have some shared inboxes that are used by the Service team to help assist active customers. We have some non-service related team members (Admins in HubSpot) that also have access to these shared inboxes.    On more than 900 occasions, one of our Admins was assigned as a contact owner despite themselves never interacting with clients directly. The contacts were reassigned via "Property changed from use of the contact profile in a sales inbox extension." (the message that was with the field change). My theory is that because on the date and time that it changed ownership to him, there was an outgoing email from one of the shared inboxes, and somehow HubSpot thought to update the contact owner field to one of the users in that shared inbox.   Idea for a solution: What could be beneficial on shared inboxes is including a section on how to assign contacts if being emailed from the shared inbox's email. For example, let's say there are 4 people with permissions in the account, but only 3 actually communicate, we'd only want those 3 to be assigned contacts, and only if the contact owner field is "unknown"   Has anyone else run into similar problems? What's been your work around for the interrim? ...read more

Although our Sales team use chatbot to actively capture and action leads, we also use chat content as part of learning & development and for reference where needed.   However,  the L&D team who require this information use only external systems and don't have a use for any other functionality in Hubspot.   The chatbot automatically sends a transcript to the client upon closing the chat or ticket is created, but it would be very useful to also recieive a copy of all chats to a specified inbox.   It seems that as the chat transcript is already being sent to the client, it would be ideal to simply have this sent BCC to a specified inbox?   This would not only improve how chats are utilised, but also highlight areas where we can further increase functionality on the platform.   Thanks ...read more

Hi there,    We routinely send or answer mails using the inbox feature of hubspot. As soon as we answer an e-mail we get assigned as a contact owner of that contact and while that behaviour might be wanted in a couple of settings, it is a disrupting and frankly annoying behaviour for us.  I would very much like an option to disable the autoassignment of contacts.   Cheers,  Fabian ...read more

Hi team! It'll be nice if the routing algorithm can evaluate the users' team as well. For example, I would like to route live chat conversations to the "sales" team, BUT if no one on the sales team is available I would like it to then go to the "support" team.   At the moment, the routing algorithm only considers the availability of users so the use case above isn't possible. It'll be nice to include the users' team as part of the consideration.   Thanks! ...read more

Hello,    We are running into an issue where we are getting flooded with automated emails, I am looking for a solution that will allow us to filter emails by keywords and not domain. This is something that will come in very handy.  ...read more

It would be great to have a simple and efficient way to bulk delete chats from unknown visitors only (and not from customers) after a given period of time.   For now, there is no way to do this, even from a workflow. It has to be done manually.   This feature is useful to help comply with the GDPR, which states that all non-customers-data must be deleted after a given period of time.   Thanks! ...read more

Hi team, Raising this for a customer here - currently, our users are limited to a fixed set of fonts for their CRM emails (and conversation tool). We can see the KB article here.   It would be great if we can support more default fonts such as Times News Roman. These fonts are classic fonts (similar to Arial). Thank you! ...read more