Reopen a chat (messages) conversation

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Occasional Contributor

I cannot reopen a conversation in messages which has made it impossible for me to respond to a user if accidentally closed. 

 

I'm not sure if messages automatically close, but upon opening one yesterday after hours, it was automatically marked closed when I saw it.

 

Really need a reopen feature!

1 Accepted solution

Accepted Solutions
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Solution
Occasional Contributor

I was confused because messages were automatically closing without me doing anything, but I found out they close when the person isn't on the page.

 

I thought this would be like Intercom, where it stayed open until I specifically closed a conversation, and if the person left the page it would just email them my response. 

 

I'm sure those are features that are coming later.

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8 Replies 8
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HubSpot Product Team

Hello @Traxion-CW can you walk me through exactly how you are opening and attemption to reopen messages?

0 Upvotes
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Solution
Occasional Contributor

I was confused because messages were automatically closing without me doing anything, but I found out they close when the person isn't on the page.

 

I thought this would be like Intercom, where it stayed open until I specifically closed a conversation, and if the person left the page it would just email them my response. 

 

I'm sure those are features that are coming later.

View solution in original post

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New Contributor

So is there a way to reopen a Chat Message that has been automatically closed.

I have a number of people that opend a chat message which hubspot closed and I cant reopen to respind to their question

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Occasional Contributor

No - Hubspot closes it because the person is no longer there.

 

So instead of trying to collect an email to push your message to their email (or using an email from your existing CRM) they just close it because the message cannot be delivered.

 

I am assuming this is something they will be adding in. 

 

Either way, the manual closing of the conversation is definitely confusing. I would definitely suggest leaving them open and just not allowing people to respond so they can manually close - until the functionality to follow up via email is there.

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Occasional Contributor

The same thing happened to me! A message somehow got marked closed without me doing anything, and the only resolution was to then email the customer (because you can't initiate a chat either).

 

It's important to be able to reopen a message, like others have said, this is pretty standard and expected functionality. What if you accidentally close the wrong message? What if someone else closes your message and you're not finished with the conversation? 

 

Also... very recently it WAS possible to reopen a closed conversation in HubSpot! Why was this removed???

 

We left Intercom to use HubSpot because there was now chat functionality, but definitely some things missing.

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HubSpot Employee

I think this is a great feature as well -- or at least if it's allowed to reopen, it can be reopened as a ticket/email so someonw can follow it up as a task 🙂

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New Contributor

Dear Hubspot, we really need this feature! It's available in Intercom, and we just switched from Intercom to Hubspot, so our clients are really missing the feature. Hubspot has so many awesome features, but it would really be awesome to have this one!!

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New Member

This is a really great feature! I would be absolutely ecstatic if HubSpot added this feature in the very near future! This would be another great PRO for people to switch from Intercom to HubSpot as well to retain the tools they had previously, plus more! Please add this for us HubSpot!