conversations

Manage availability settings for chatflows (BETA)

Last updated: July 17, 2019

In Beta

Customize the availability settings for your chatflows that include bots. Make sure that bots always respect your inbox's availability settings. You can control when the bot displays on your website, which path a visitor is sent down when they interact with a bot on your site, and ensure that a conversation is not handed off to a user outside of business hours.

Please note: the instructions in this article only apply to chatflows that include bots. Learn more about the different chatflow types.

Display bot based on team availability

If your team is only available to chat during set business hours, you can control when the chatflow appears outside of business hours.

  • In your HubSpot account, navigate to Conversations > Chatflows.
  • Hover over a bot and click Edit.
  • In the left sidebar, select the Options tab.
  • To control when the bot appears on your website based on your team member's availability, click the Availability dropdown menu and select an option:
    • Only show during business hours: if a visitor comes to your site outside of business hours, the bot will not appear and the visitor cannot start a conversation.
    • Show always: the bot will always appear on your site, regardless of your team's availability. chatflows-availability
  • Click Save.

Use the agent availability if/then branch option (Professional and Enterprise only)

When a visitor interacts with a bot, you can send them down different paths in the bot's flow based on team availability.

  • In your HubSpot account, navigate to Conversations > Chatflows.
  • Hover over a bot and click Edit.
  • In the bot builder, select an action to modify.
  • In the right panel, click the If/then branches tab.
  • Click addAdd if/then branch.
  • Configure the logic for this action based on your user's or team's availability:
    1. Click the first dropdown menu and select agent availability.
    2. Click the second dropdown menu and select which user to route to depending on their availability.
      • Specific users and teams: send the visitor down a specific path based on the availability of a specific user(s) or team(s). Click the Add a user or team dropdown menu and select the checkbox(es) next to the user(s) or team(s) to include.
      • Contact owner: send the visitor down a specific path based on their contact owner's availability. Click the New visitor fallback dropdown menu and select a fallback option for any new or unassigned visitors who start a conversation.
    3. Click the last dropdown menu and select is available or is unavailable.chatflow-availability-if-then-branch
  • Click AND to add other conditions.
  • Click the Then go to dropdown menu and select which action should come next if any of conditions defined here are met. Learn more about using if/then branches.
  • Click Save.

Hand-off bot conversations based on availability

If you're using the Send to team member bot action to hand-off a bot conversation to one of your users, the action will respect the availability preferences you set at the inbox level.

For example, if your team is available during specific business hours, a visitor can start a conversation with the bot outside of your set hours. But the conversation won't be assigned to specific user, even if that user is online. Instead, the conversation will appear in the Unassigned view in the conversations inbox.

The bot will respect the inbox-level availability settings first, then consider the individual user's availability.