Great minds think alike

CWhitton

We would like the ability to have the 'from' email and 'subject' fields pinned so that this is easily viewable when contacting customers in the help desk. At present, you need to click the 3 dots on the right side of the helpdesk for this to show.

BThedford

This would allow for hubspot users to see, edit, or add conversations (inbox/chats) properties to their account.

EatonWu

Right now, there's an unfortunate limitation to the chat widget, in that you cannot pass in values into the chatflow in order to improve the user experience. Our product allows users to sign in just using a phone number, where we also create a user id into them. We can guarantee this user ID is unique. In our support chat bot, before we create the support ticket, we must ask them for their user id. The Conversations api currently only supports "visitor identification", but that requires their email, which we don't necessarily have. I wish to pass in some information (perhaps in the form of a json or something?) into hsConversationSettings, and have it available when I call HubSpotConversations.widget.load

KjerstiBakke

Why is the AI agent bot only available for Service PRO, when you can choose between marketing specialist, sales representative or customer support, and it can also use the content from blog and website to answear. Not only knowledge base. Shouldnt it also be available for Marketing Hub PRO and/or Content Hub Pro?

-K-C-M-

In the customer portal, we respond from a Customer Care HubSpot account where the first name of the account is Customer and the last name is Care. So when we respond to a customer's message from the customer portal in the Help Desk, the response name in the customer's view just says from "Customer" and we need it to say from "Customer Care" Any workarounds on this?

Driek2MD

We've recently switched to using the Helpdesk feature, which has some great added functionality compared to the Inbox. One of the features we like is the ability to switch between different conversations, for example when you have a live chat coming in and you have to follow up by email. However, once the customer has left the live chat and I'm in contact with them through email, the ticket still defaults to showing me the live chat. It'd be a lot more logical in my opinion to default to the conversation with the most recent activity, so we don't have to do that step manually.

noverkamp

When adding a filter in a Help Desk view, the numbers in the column on the left are not taking the filter into account. For example, if it shows Unassigned (8) because we have multiple pipelines, but actually zero tickets are unassigned for the filter that we have set. I want the numbers in the column to match what I am filtering by.

dranyamnod

Request: Enable the ability to bulk update Conversation Owner within an Inbox, whether it's for an Open or Closed Conversation Who (what type of role or team) is the feature for?: - Any person or team that would be involved with managing or support a Conversations inbox. What is their goal? - Easily change ownership of conversations (both open and closed) to support when a person leaves the company or transitions to another team and will no longer be managing the conversation. What value will this add?: - Ultimately saving time and resources for something that appears should be an existing feature. Are there examples of other places or products that have this feature?: I'm sure SalesForce or other CRMs would allow for bulk editing an Owner field.

BlakeDF

The email signature is currently populated AFTER the 3 dots shown in the screenshot which contains the entire email chain/thread history. Meaning when you type an email then sign it with "Regards," this is followed by all of the email history before showing your email signature, which contains your name and any other contact information. Making it very confusing for clients

DawoodMS

Currently, I hope HubSpot offers the feature to transcribe calls into text. Building on this functionality, it would be highly beneficial to introduce a similar transcription feature specifically for WhatsApp voice messages. This feature would: Automatically transcribe WhatsApp voice messages into text within the CRM. Enable teams to quickly review and respond to customer queries without listening to the entire audio, which is especially helpful while on the go or in noisy surroundings. Streamline communication tracking by making voice message content both searchable and easier to reference. Since the call transcription process already exists in HubSpot, implementing a similar feature for WhatsApp voice messages should leverage the same capabilities, making it a natural and seamless enhancement. This functionality would significantly improve efficiency for teams relying on WhatsApp for customer engagement. We hope HubSpot prioritizes and rolls out this feature promptly.

Great minds think alike

HELP DESK - 'Pin' the from email and subject fields

Ability to see and add to Conversations properties

Add the ability to pass in values to Conversations chat widget on load in hsConversationSettings

Why is AI agent bot not available for all PRO subscriptions

Create a Sent From name for customer portal conversations

See mosts recent conversation by default

Show correct numbers when Filtering in Help Desk

Bulk Editing Conversation Owner

Inbox conversation signature before email chain history thread

Introduce Transcription for WhatsApp Voice Messages

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