Chat Queues

[KaOConnor]

Hi, 

I have a customer that is looking to have a chat queue set up in HubSpot so that they can answer queries sequentially and have multiple agents working from the same queue. 

Any ideas that could help? 

Thanks in advance!

Kayley

[Olivia_Bagnall]

@KaOConnor This can be set up using HubSpot Chat and the conversations inbox. 

There are a few steps:
1) create your conversations inbox and add your team members
2) Add channels to your inbox (this can be chat, bots, email or forms). 

The team can then all manage queries across all channels in this one spot. Hey Presto! 

Everything you need to achieve this can be found in the Knowledge Base but let m know if your customer would like to have some hands on help to set this up 🙂

All the best, 

Olivia Bagnall Inbound Consultant and Project Manager Baskey   o.bagnall@baskey.eu www.baskey.eu Rheingasse 14, 50676 Köln

</br > </br > Leo Lehrbaß & Brian Mackey Baskey GbR, Rheingasse 14, 50676 Köln

[StefaniUAT · Accepted solution]

Hi @KaOConnor, can you provide more detail? I am not sure if I am understanding correctly. I know Chat Queues as in the Inbox (Sales not Service feature.) 

Our users currently use the Inbox feature to handle incoming chats - which allows any available user to respond sequentially. You can even filter by Newest or Oldest. 

  

However, my other initial thought is using tickets as chat queues, according to the header of this post. 

If this is the case, would sorting by create date (the blue arrows) - and potentially ticket status to weed out any completed tickets, solve the issue?

[kvlschaefer]

Hi @KaOConnor,

Thanks for reaching out!

I'll add some experts from our community to get their insight.

Hey! @Olivia_Bagnall, @warrendavey, @StefaniUAT, @Bryantworks - Do you have any suggestions for @KaOConnor? 

Thanks!

Kristen