Hi everyone! I´m setting up the chat for the company. They were having one already which is connected to our SDR in the USA. We are based in ISR, so we wanted to have a BOT to take care of those people actively in our hours and active the LIVE one once the SDR is ready to connect. I cannot find an option to automate this feature, is there a way?
It is possible to have a Bot on the same pages as Live chat, I'm just not sure if it is possible to automate the hours that your Live chat is turned on. This article has a bit more info about managing inbox users.
If you have a Bot on a page and also Live chat, this is what should happen:
after hours --> bot is active, no reps are available
during hours --> live chat is active, at least 1 rep available
Alternatively, you could create a bot that is always visible to help customers, with a live chat option that directs them to the rep during hours (based on their availability) or prompts them to leave their email for follow up after hours. There are a lot of if/then capabilities within the bot to allow you to escalate from bot to live chat easily.
If you're just getting started with setting up conversations in HubSpot, I really like this knowledge base article that shows a high level overview of conversations inbox and has lots of helpful links.
You can accomplish this by using the Priority sorting on the Chatflows page. If it meets the criteria of the higher priority, it would use that first, if not it moves to the next. In your scenario I would have the live chat be the higher priority, followed by the bot.
I hope this helps!
Josh
Did this post help solve your problem? If so, please mark it as a solution.
Josh Curcio HubSpot support and inbound marketing for OEMs, contract manufacturers, and industrial suppliers. HubSpot Platinum Partner & HubSpot Certified Trainer
You can accomplish this by using the Priority sorting on the Chatflows page. If it meets the criteria of the higher priority, it would use that first, if not it moves to the next. In your scenario I would have the live chat be the higher priority, followed by the bot.
I hope this helps!
Josh
Did this post help solve your problem? If so, please mark it as a solution.
Josh Curcio HubSpot support and inbound marketing for OEMs, contract manufacturers, and industrial suppliers. HubSpot Platinum Partner & HubSpot Certified Trainer
It is possible to have a Bot on the same pages as Live chat, I'm just not sure if it is possible to automate the hours that your Live chat is turned on. This article has a bit more info about managing inbox users.
If you have a Bot on a page and also Live chat, this is what should happen:
after hours --> bot is active, no reps are available
during hours --> live chat is active, at least 1 rep available
Alternatively, you could create a bot that is always visible to help customers, with a live chat option that directs them to the rep during hours (based on their availability) or prompts them to leave their email for follow up after hours. There are a lot of if/then capabilities within the bot to allow you to escalate from bot to live chat easily.
If you're just getting started with setting up conversations in HubSpot, I really like this knowledge base article that shows a high level overview of conversations inbox and has lots of helpful links.