Set forwarding rules for conversations

By default, incoming conversations do not get assigned to your inbox and have to be screened by your team. With an assigned paid
Sales Hub– or Service Hub-License you can set forwarding rules so that incoming conversations are automatically forwarded to specific users and teams in your account.

Viewing unassigned conversations

You can manually assign conversations to yourself from the "Unassigned" view in your inbox.

– Conversations> Inbox."}" data-sheets-userformat="{"2":8402947"3":[null,0]"4":[null,2,16777215]"14":[null,2,0]"15":"Arial","16":10"26":400}" data-sheets-formula="=""">Go to in your HubSpot account Conversations > Inbox. – Select in the menu of the left sidebar the view "Unassigned." And then click on a unassigned conversation, in order to open it. – Click on the drop-down menu in the upper left corner "Assigned" and select your Names from. Alternatively, you can enter your reply in the editor and then click on "Send" Click to automatically assign the conversation to yourself. – If you want to reassign a conversation to another user, open a conversation that is assigned to you. Click on the dropdown menu in the upper left corner Assigned and select another user.

Set forwarding rules for conversations

Please note: If only specific teams have access to the inbox, you can manually reassign conversations to primary team members only

Automatically assign conversations

Please note: Only users with assigned paid Sales Hub– or Service Hub-Licenses can set automatic forwarding rules. In addition, incoming messages can only be forwarded to users with assigned chargeable Sales Hub– or Service Hub-License to be forwarded. If the user does not have a paid license, you cannot include him/her in your forwarding rules.

To forward the conversation to specific users and team members, go to your forwarding settings for the specific channel. To edit the forwarding rules of your chatflow with live chat, go to the "Create" tab of the chatflow. To edit the forwarding rules of your team email channel, go to the team email channel settings in your inbox. To edit the forwarding rules of your linked form, go to the form's channel settings in your mailbox.

Specific users and teams: Forward incoming conversations to the selected users or teams. Select the names of the users or. "Specific user. Teams" from.

Please note: If you select specific teams, incoming emails and chats can only be forwarded to primary team members.

– – – If more than one user is selected for messages sent to your team email channel or submissions to your linked form, emails will be randomly assigned to specified agents. – For messages sent to a live chat or bot, if more than one user is selected, new conversations are forwarded to the least busy available user. If the specified users and teams are not available, the incoming conversation will appear in the "Unassigned" view for further review by your team.

Staff member responsible for contact: Route incoming conversations to the person responsible for a contact. The contact must have a responsible person assigned to their record and must be tracked with a cookie. If the owner is offline, the message will be emailed to the visitor's owner. When setting forwarding rules for chatflows with live chat, you can forward messages from unlinked contacts to a default user. Click the If there is no contact owner, assign to drop-down menu and select a user. The user you select must have an assigned paid Sales Hub or Service Hub seat.

Set forwarding rules for conversations

– Click "Save".

Please note: The least busy available user is the user with the fewest assigned chats. If two or more users are considered least busy, the chat will be assigned to a user who has used the mailbox in the last two minutes. If both users are still equally eligible, the chat will be assigned to the user who was assigned to a chat a short time ago.

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