Automatically Marking Users as Available?

[BWarren]

I have five service professionals on my team. Those are the primary people who interact with tickets. One of the channels for our Help Desk is a chat bot. The chat bot settings are to only allow live chats when someone is available. We are having a weird thing happen, though, where people who are not part of the customer service team are seemingly randomly being marked as available. Has anyone had this issue or know what might cause this? It's frustrating because when it happens it will leave our chat bot active even when no one is there to respond. Thanks in advance!

[kennedyp]

Hey @BWarren! Definitely odd behavior. The team availability settings can only be controlled manually. 

Have you been able to test this behavior in an incognito window or another browser? You could try to disable a user's settings while in a private browser window and then verify over the next day or two if they become available. 

If I am not mistaken, HubSpot Support should be able to view the history of availability for specific users as well. You may be able to open a ticket for a more thorough investigation. 

Best,

Kennedy

[BWarren]

We have tested it quite a bit and been unable to recreate the problem. But it did happen again over the weekend. Two people who were not support professionals were marked as available and it left our chat bot open all weekend. We tried to recreate the issue, but with no luck. Honestly... pretty frustrating. And I know it's going to probably be a super easy fix that I just haven't figured out yet. 

[kennedyp]

Hey @BWarren! I am sorry to hear this is still causing frustration. Your account has access to HubSpot Support, so I recommend opening a ticket for a more thorough investigation. The Support team can access your account from the backend to get a quicker resolution.  

Be sure to have examples of time frames and specific users to share with them, as well!