Hello, Here's my point : We are using HubSpot chatflow for few weeks, some issue we encounter : - Lot of notifications (multiple users), because it's not always the same team that will be in charge of chating with clients. Our suggestions : - Changing conversation ownership depending on the last agent's reply. - Then notify only this user instead of reaching all the team. Problem : if he isn't here, we need someone else to take charge of the conversation. Solution : if no reply during 5 min for example, then notify all the team. The first agent that reply, will have ownership of conversation. And this can be repeated again and again. This avoid disturbing all the team, but ensure that someone will respond in 5min or more. Or maybe a property to mark conversation as already seen or that someone is already reading the chat, and don't need to notify everybody. Sad to see there's no solution for our issue right now. Hopefully this will not fall through the cracks.
...read more