Ticket status to be changed to Client followup when ticket is waiting on customer reply

[Naveen28]

In live chat (hubspot service hub), when a reply is waiting from customer side , can the ticket status be changed automatically to client- follow up ticket status 
i know by default hubspot wont allow me as this is a manual step to be done by agent , but through a workflow i can but i do not know the conditions for the same. please advise.

[DianaGomez · Accepted solution]

Hi @Naveen28,

Thanks for reaching out to the Community!

I was just reviewing and saw that you had opened the same ticket with the support team. To make sure everyone with the same question has the information, I’m sharing the team's response here. Hope that helps!

It is possible to create a workflow to change the ticket status for a chat when an agent first responds to the customer. The team have built the conversation workflow and shared with you.

However, this will just do this once and set the status for Client - Folow-up (Support Pipeline) when the agent replies the first time. Setting the status back and forth as each person replies for follow up questions in the chat wouldn't be possible to automate like it is in an email.

Best,

Diana