We use cookies to make HubSpot's community a better place. Cookies help to provide a more personalized experience and relevant advertising for you, and web analytics for us. To learn more, and to see a full list of cookies we use, check out our Cookie Policy (baked goods not included).
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?
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.
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.
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.
We are first working on a team managment page that would allow an admin to be able to update the status of an agent. It would solve the usecases mentioned here about a agent forgets to set themselves away and this will allow the admin to be able to fix it.
We should be working on this in the near future, so I will update the thread here!
For autosetting the agent away, this is on our radar and something we will be figuring out in the medium future, so I don't have a time frame quite yet but it is something our team is thinking about. I can provide more details once I have them.
Hey Cassie, can we be on the beta please. A client that needs this urgently, and does not seem to be anything in the API that we can present online/offline agents to managers. 30 agents, and this is a major issue for us. Thanks!
With the ability to manage this now via Team Management, would anyone happen to know if the 'Availiblity' status is available via the API so that we can it synced to other systems?
Hi Cassie, I will complete the BETA form. In the meantime, any update? We only have 4 chat users, but it's quite annoying when they forget to sign out (pretty much every day).
We are very close to this being done. I will announce once we completed that last big piece and have done some more testing to ensure I am giving accurate timelines, but we are shooting for this to be out in April. Hopefully, it will be more middle April than the end, but that is dependent on some more testing before I will know! I will post here as soon as we are about a week out to make sure I get everyone's beta requests!
Thanks and excited to be able to give you all this feature soon!
We are very close to this being done. I will announce once we completed that last big piece and have done some more testing to ensure I am giving accurate timelines, but we are shooting for this to be out in April. Hopefully, it will be more middle April than the end, but that is dependent on some more testing before I will know! I will post here as soon as we are about a week out to make sure I get everyone's beta requests!
Thanks and excited to be able to give you all this feature soon!
Cassie
Hey @cdewey22 , sorry for asking the same question, but any update on the beta? We went all-in with live chat on our site, and we're using a chatbot and team availability to the fullest, but still run into many situations where reps forget to update their status. So I can't wait to try this out!
Apr 24, 20208:21 AM - edited Apr 24, 20208:28 AM
I have good news, we will be releasing this beta next week (4/27-5/1)!
I have gotten a lot of submissions already so if you filled out this form already, I will be reaching out to you with details next week with the email provided.
If you have not filled out the form it is not too late! Please submit before EOD Monday (4/27) and we will include you in this first release. Here is the form to submit. This feature will be available in Starter & above across all hubs (Marketing, Sales, and Service).
