Managing the availability of team members on live chat

[TommyB]

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?

[JWarren7]

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. 

[TrujayJay]

This is still very much needed!

[ACharpin]

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!!!

Thank you!

[crebillon]

Hi Cassie, hi everyone,

How did the beta go? Is the feature available yet? And if yes, how?

My need, as an admin, would be to make sure that some users always stay set as "away" (unless I set them as available myself).

Thank you in advance!

[cdewey22 · Accepted solution]

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

[ALH1]

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 🙄!

[TiphaineCuisset]

Hi @ALH1 

Thank you for reaching out. 

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. 

Thank you

Best

Tiphaine

[Kikih]

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).

[cdewey22]

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. 

Thanks, 

Cassie

[RoxPepin]

Any update on the status of this feature?

[cdewey22]

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!

Thanks, 

Cassie

[hvanoeveren]

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. 

[cdewey22]

@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

thanks, 

Cassie

[TommyB93]

Hi Cassie,

I am the original poster but my login has changed due to company rebrand. But yes, we would definitely like to be part of the beta. 

Thanks,

Tom

[cdewey22]

Feel free to email me with your new login info and I can add you! thanks!

[cdewey22]

Also, since I don't want to lose anyone interested. Here is the link to the beta form to submit if you are interested in the beta. 

Please note, we are still finishing up development and I will email everyone on the list once we are ready to release this to beta! 

Really excited to get this functionality out to everyone! 

Cassie

[blichtenwalner]

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).

[cdewey22]

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

[mbinmasoud]

---

@cdewey22 wrote:

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!

[cdewey22]

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). 

Thank you all for your patience!