Users Being Marked as Available After Logging Out of Hubspot

[kendrac93]

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? 

[BMyers5]

Is this still not a feature?

[JFullerton2]

I believe so, I'm not aware of any solution for this problem. It results in customer being put through to an agent who isn't available or active. As a result,members of our team must manually set their status to unavaiable everytime they are not at their desk which is difficult to enforce and monitor. 

[MWogan]

Hey folks!

I'm not sure if you've checked out the working hours functionality which we'd have guidance for in this Knowledge Base here. With this option, users or Super Admins can set up working hours for the user profile which will then automatically change their availability to Away and they will not be eligible for automatic assignment in inboxes or Help Desk.

[JFullerton2]

I agree that this enhancement would greatly benefit many HubSpot customers who have integrated the HubSpot chatbot. We've encountered issues where the chatbot directs users to our agents, even when they are unavailable to take the call.

I believe an improvement is needed to automatically change a user's status from available to away after 15 minutes of inactivity on HubSpot or their device.

[CDevine5]

I agree I just spoke with support about this - how incredibly simple it would be to set a user as "away" when they log off and then as "available" when they login. I thought this would be out of the box functionality

[AdamZ]

Ideally, individual user availability for conversations would be set based on a specific timeframe. I imagine something very similar to how users set their availability for the meeting tool -- identify days and hours during the week.

[rikkilear · Accepted solution]

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