Users Being Marked as Available After Logging Out of Hubspot

SOLVE
kendrac93
Member

I would like to know more about why Hubspot doesn't mark users as "Away" automatically when they log out of the platform. It is very counterintuitive and our agents have a very hard time wrapping their heads around it. Often, agents assume they will be marked as away when they log out but are left as Available, and are wrongly assigned messages. This leaves customers waiting for a response and usually leads to frustration. Is there possible a workaround for this? If not, what is the logic behind this setting? 

 

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Accepted Solutions
rikkilear
Solution
Top Contributor | Elite Partner

I agree I have found this whole process a little bit tough and difficult to understand the logic.

 

While it doesn't solve your exact challenge and I'm sure you have looked at these items, here are some things I have found helpful when working around it:

A manager can do see who is and isn't online and change their status on their behalf if needed: https://knowledge.hubspot.com/inbox/manage-your-inbox-users

You can use multi routing rules to get the right chats to the right people at the right times: https://knowledge.hubspot.com/conversations/set-your-conversations-routing-rules

Using open times etc: https://knowledge.hubspot.com/conversations/chatflow-availability-settings



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1 Reply 1
rikkilear
Solution
Top Contributor | Elite Partner

I agree I have found this whole process a little bit tough and difficult to understand the logic.

 

While it doesn't solve your exact challenge and I'm sure you have looked at these items, here are some things I have found helpful when working around it:

A manager can do see who is and isn't online and change their status on their behalf if needed: https://knowledge.hubspot.com/inbox/manage-your-inbox-users

You can use multi routing rules to get the right chats to the right people at the right times: https://knowledge.hubspot.com/conversations/set-your-conversations-routing-rules

Using open times etc: https://knowledge.hubspot.com/conversations/chatflow-availability-settings



----------------------

Did my post help answer your query? Help the Community by marking it as a solution.


Full HubSpot agency: https://www.digital22.com/


One off HubSpot tasks: https://www.hubsprints.com/

View solution in original post