Tickets & Conversations

TommyB
Participant

Managing the availability of team members on live chat

SOLVE

I am overall responsible for managing our live chat. With the new chat, is there a way for me as an admin to view which users are online currently, and change a user's status to away/online? For example when someone forgets to switch to offline before the weekend or when they're away at a trade show etc. 

 

Alternatively, can individual users schedule their availability for set days and times like on the old chat, rather than just having a persistent setting and manually changing between away and online?

 

 

1 Accepted solution
cdewey22
Solution
HubSpot Product Team
HubSpot Product Team

Managing the availability of team members on live chat

SOLVE

This is now live to all for more details check out the knowledge base docs here. 

https://knowledge.hubspot.com/inbox/manage-your-inbox-users

View solution in original post

48 Replies 48
ITC
Member

Managing the availability of team members on live chat

SOLVE
Hi,

Am you please also count me in for the beta testing of this team/user availability feature?

Thank you.

Olivier
0 Upvotes
Alison75
Participant

Managing the availability of team members on live chat

SOLVE

Hi, any update on this feature ?

SuzNGF
Contributor | Partner
Contributor | Partner

Managing the availability of team members on live chat

SOLVE

I also believe this feature would be helpful as well as the ability to set the availability of a user as an admin. IE if someone forgot to logout, I could toggle them off as well. I don't think every HubSpot user should be defaulted to answer chat.  It's confusing for higher level admins to have to "set away" when they have nothing to do with the chat feature for their website.

 

Being able to opt-in users would be a more beneficial setting/UX.

kurtw14
Participant

Managing the availability of team members on live chat

SOLVE

Tommy,

 

FYI while my note referred to toggling availability automatically based on chat being opened in your browser... you can set availability based on business hours. See this article: https://knowledge.hubspot.com/getting-started-with-sales-tools-user-guide/how-to-use-messages#availa...

0 Upvotes
TommyB93
Participant

Managing the availability of team members on live chat

SOLVE

Yeah, unfortunately, the business hours thing isn't really that scalable for us as we have chat users spread accross the US, Europe and Australia, with people having very flexible working hours.

 

 

0 Upvotes
CCS
Contributor

Managing the availability of team members on live chat

SOLVE

I  looked at the link but it does not tell you how to set business hours.  I really would like that feature as team members work shifts.

kurtw14
Participant

Managing the availability of team members on live chat

SOLVE

I'll second this. I was hoping that team members "status" could automatically be toggled to unavailable when message or conversation is not opened (like it did in the old interface). I understand this muddles things a bit with the Slack integration, however, adding a toggle to automatically enable/disable team member availably based on the user's conversation or messages interface being currently open would be super helpful.