Conversations in HubSpot seem very limited in terms of managing assignment, but there are a couple additions that would make the chat feature much more streamlined and efficient. 1. Being able to automatically assign incoming chats "round robin" style among a group of specific users and teams It seems like chats are automatically assigned to the "top performing" customer service agent. The chats should be assigned to Agent 1, Agent 2, then Agent 3, etc and repeat from Agent 1 to assign the number of chats equally. At the moment, agents have to self-assign chats or a manager has to manually delegate and assign chats to agents. This is extremely tedious and inefficient. 2. If an agent Chat Status is shown as "Away", then they should be excluded from the round robin automatic assignment The chat status's purpose should identify which agents are out of office and unavailable to respond to chats. Otherwise, customers are assigned to agents who are not there to answer questions, and get frustrated that the chat service is delayed until it is manually reassigned to an available service agent. Please make this a priority to improve Conversations! There is a lot of room for error and inefficient time management in manual reassignments.
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