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Managing the availability of team members on live chat
Résolue
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?
Managing the availability of team members on live chat
Résolue
It would be great to be able to bulk toggle availabilty for multiple users at once. For some of our enterprise customers, manually setting each user to "away" isn't feasible.
Managing the availability of team members on live chat
Résolue
Hi,
It seems that availability is still manual and not link with the agenda or other automatic adjustement by users.... This kind of settings is much needed!!!
Managing the availability of team members on live chat
Résolue
Hello, is there going to be a feature on being able to auto-set agent status as well? I'm happy I can manually toggle it, but in our case, our chat finishes always at 5pm, so would be amazing to have an option to tell the system: "at 'x' time turn availability 'off'", rather than everyone all having to do it manually and then the supervisor also checking just to make sure no one has forgotten 🙄!
I'd recommend upvoting this Idea and this Idea in our Ideas Forum regarding this. You can also subscribe to the idea (Options > Subscribe) to get notified if the status changes.
Managing the availability of team members on live chat
Résolue
Are you also working on scheduling availability for each user? It feels pretty stupid that our part-time workers have to set themselves to 'away' every week (or the admin has to do this for them).
Managing the availability of team members on live chat
Résolue
Thanks so much for the feedback!
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.
Managing the availability of team members on live chat
Résolue
Hi - We are in beta for this feature! Here is the beta form for you to provide your contact information and I can get this added to your portal and will send you an email as soon as it is added!
Managing the availability of team members on live chat
Résolue
I ran into a bit of an issue with one of our Service Starter chat users. On the back-end where we are able to manage availability, her setting was "Available", which was overriding when she was setting herself to "Away". When she was set to "away" she was still gettting assigned chats. Wondering if anyone else has experienced this.
Managing the availability of team members on live chat
Résolue
@hvanoeveren Ill reach out to you directly to get more information and figure out what is going on here. Thanks for bringing this up! If anyone, else is experiencing this issue feel free to reach out to me directly cdewey@hubspot.com
Managing the availability of team members on live chat
Résolue
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).
Managing the availability of team members on live chat
Résolue
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!
avr. 24, 20208:21 AM - modifié avr. 24, 20208:28 AM
Équipe de développement de HubSpot
Managing the availability of team members on live chat
Résolue
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).