Uneven Chat Distribution

[BMooso]

Would love some help with our chat not evenly distributing to team members. We recently switched from Intercom and with Hubspot chat it seems to like to settle on one person as the main one to get chats throughout the day rather then round-robining out to all the available reps. We would like to set it, ideally, so that the person who has been waiting longest in available is the next one the chat is assigned to. The same as with a phone queue for support. This was metrics are properly attributed to the right people who are actively jumping in to help our clients. 

Today for example one rep has taken 10 chats and another only 2 - though they have both been available for chats for the same amount of time and waiting on the next person to reach out. 

This is forcing us to manually try to redistribute to make things fair for each rep trying to help our clients. I have read a couple of posts where it says chat distribution is "random" is that really true? Is there a way to fix or change that?

[DianaGomez]

Hi @BMooso,

Thanks for reaching out to the Community!

I found a question that I think is similar to yours, and Jennifer gave a very detailed answer with ideas to the user. I’m sharing it with you in case it’s helpful.

Chat not rotating

Best,

Diana

[BMooso]

Hey Diana,

Appreciate the link! I did check that one out and though similiar its not really a solution that we can adopt. I was hoping that within the last couple of years they may have made progress there and in this case its also not following the rule mentioned of assigning to least busy rep. If it was following that we would be in a good place. So still hoping there might be something better, either a true round robin or a setting or something missing in order to fix this.

Thanks!

Bryson

[DianaGomez · Accepted solution]

Hi @BMooso,

Thank you for the update. I understand that the solution you’ve explored so far doesn’t fully meet your needs. Given your specific requirements, I would recommend reaching out to HubSpot Support directly to inquire about the functionality of the "least busy rep" rule, as it should be working properly but seems to be malfunctioning in your case.

Thanks,  
Diana