Great minds think alike

HubSpot auto creates a contact for anyone that emails in - or is cc'd into a reply in conversations. For some customers who manage through support, this will mean a large number of contacts can enter the database. The only way to prevent this at the moment is by setting filtering rules, as all filtered emails do not create contacts. There is a use case from a customer in this post [Hyperlink removed by moderator as it linked to an archived Community post with duplicate information]   This is a request to build a "Create contact" rule giving us the option to disable automtically creating contacts for people we communicate with in Conversations.   ...read more

    linked to these Forume messages, but no duplictates in the IDEA Forum:    I need to be able to respond to instagram messages via my Hubspot account.   Can you please look into utilizing the FB Business Manager API, to also integrate the Instagram Chat Messages.    I would like to be able to respond to those messages, in the same way, as I do with Facebook Messenger through HubSpot.    Hope this is being considered, and expanding the current beta chat scope.      FB Chat Beta: https://community.hubspot.com/t5/HubSpot-Ideas/Integrate-Facebook-Messenger-with-Conversations/idi-p/204375   Instgram Chat from Acedemy:  https://community.hubspot.com/t5/Academy-Learning-Center-Support/Answering-instagram-messages/m-p/273318 ...read more

It'd be fab if HubSpot had the option for a night/dark mode to improve the UI.    Did my eyes in working in the Chatflow tool all day (with blue-light blocking glasses!)     ...read more

I'd really like to get a Microsoft Teams integration with messages, so we can respond to messages within Teams. Basically, I just want the Slack integration outlined in this article (https://knowledge.hubspot.com/articles/kcs_article/conversations/how-do-i-integrate-slack-with-the-messages-tool) for Microsoft Teams. ...read more

There should be more styling options for the messages add on. ...read more

Hey hey,  we would appreciate the feature, that email signatures will automatically be added when a team member replies to an email within the Conversations / Team inbox. Currently we are using snippets as a workaround, but that should not be the long team solution. Otherswise it doesnt make sense to add a team inbox  to hubspot nor does it make sense for our customers to not be able who they are in contact with. Since we are customer centric, thats not what we want  ...read more

An autoresponder on the conversations inbox would be really helpful.   Our customers use an email address to report issues. When an email comes in, our support team manually creates a ticket and that triggers an email to the customer to say we've received it. We've chosen not to use the ticket auto creation feature from conversations because we were finding that when customers replied about a ticket, it created a new one. (Meaning multiple tickets for the same issue).   However, this means that out of hours, the customer doesn't get any response when they email us, because a ticket doesn't get created.   An autoresponder on the conversations mailbox would be really helpful to acknowledge the enquiry.   We can't use the mailbox itself (Gmail) as this only sends autoresponses to an individual every 4 days, not to every message. ...read more

The ability to have a global setting in which we could set working hours for our support team who is using ServiceHub. This would allow us to drive workflows and autoresponders for tickets and conversations submitted outside of working hours. It would also allow us to obtain a higher degree of accuracy for our analytics. Example: Average Time to Respond Over Time, Average Time to Close, Average Time to Respond all are taking into account the weekend. We need the ability to pull the tickets that are submitted over the weekend or holidays (outside working ours) to start the time attributed to that ticket once we are inside of working hours. Example: working hours are M-F 8am-5pm. A ticket is submitted at 7:30pm on Friday. The counters on that ticket should not start until 8am on Monday when our team is back working again. Currently, we have data that is showing subpar response times.   ...read more

Our clients often send emails about existing issues but email us via a new email thread. This means that the new Conversation in the Inbox is not associated with the existing Ticket in which the issue is being discussed internally.   Right now, to associate this new Conversation, our agents have to click into the Contact Record, find the new Conversation in the activity log, and associate this new Conversation to the existing Ticket.   What we would like is for the ability to associate the new Conversation to an existing Ticket without the agent needing to leave the Inbox.   You can see existing tickets that are associated with the Contact from within the Inbox but there is no way, from the Inbox, to associated the Conversation with any of those existing Tickets. The only way to do this is to go to the Contact or Company record and associate it from there. ...read more