Manage user availability for the conversations inbox

In your conversations inbox availability management settings, you can review your team's availability status and which inboxes they have access to in your account.

Only users whose status is set to Available in the inbox are eligible for automatic assignment of new conversations.

To add or remove users from an inbox, navigate to your inbox settings. 

Set user working hours

Super Admins and individual users can set weekly working hours based on a user's timezone. When a user is outside of their working hours, their availability will be changed to Away and they will not be eligible for automatic assignment in the conversations inbox. 

1. In your HubSpot account, click the settings settings icon in the top navigation bar.
2. In the left sidebar menu, navigate to Users & Teams.
3. In the user table, click a user record.
4. Click the Preferences tab. Then, in the left sidebar menu, click Working hours.
5. Click the Timezone dropdown menu to select the correct user timezone. Then click Save.
6. Under General working hours, click + Add hours. Use the dropdown menus to select days of the week, and start and end times. To remove a day, click the delete delete icon.
7. Click Save.
8. At the top of the user record, you can now see the user's availability status and working hours for the day.
   
   • To manually change the availability status, click the User status dropdown menu, then click Available or Away.
   • To edit the working hours, click Edit working hours.

Set user out of office hours 

1. In your HubSpot account, click the settings settings icon in the top navigation bar.
2. In the left sidebar menu, navigate to Users & Teams.
3. In the user table, click a user record.
4. Click the Preferences tab. Then, in the left sidebar menu, click Working hours.
5. Click the Timezone dropdown menu to select the correct user timezone. Then click Save.
6. Under Out of office, click + Add dates. To set a a time period for when you will be out of office, click the date picker fields and select dates. Use the dropdown menus to select start and end times. To remove dates, click the delete delete icon.
7. Click Save. 
8. At the top of the user record, the user's availability status and working hours for the day will reflect the start and end date of the user’s out of office period.
   
   • To manually change the availability status, click the User status dropdown menu, then click Available or Away.
   • To edit the working hours, click Edit working hours.

Sync out of office calendar events with HubSpot 

If you're using HubSpot's calendar sync with Google or Outlook Calendar, you can automatically sync out of office events between your calendar and HubSpot. 

To sync out of office events between HubSpot and your Google or Outlook calendar: 

• In your HubSpot account, click the settings settings icon in the top navigation bar.
• In the left sidebar menu, navigate to Users & Teams.
• In the user table, click a user record.
• Click the Preferences tab. Then, in the left sidebar menu, click Working hours. 
• In the Out of office section, select the Sync out of office with your calendar checkbox.

Set your availability status from the conversations inbox 

At the beginning of a user's working hours, their availability status is automatically set to Available. At the end of a user's working hours, their availability status is automatically set to Away. Users can manually change their availability status during the day to reflect when they are Away.

1. In your HubSpot account, navigate to CRM > Inbox.
2. In the top left, click the You're available dropdown menu. Then select an option:
   
   • Set as away: you'll be marked as Away until you manually change the status back to Available.
   • Set as away temporarily: if you have an assigned Service Seat, you can set yourself as Away for a specific time duration.
     
     • In the dialog box, select a predefined time duration. To set a custom duration, click Custom, then enter your preferred time. Once the time duration has elapsed, your status will return to Available. 
     • Click Save.
   
   
   

Set availability status for team members 

1. In your HubSpot account, click the settings settings icon in the top navigation bar.
2. In the left sidebar, navigate to Inbox & Help Desk > Availability Management. 
3. In the table, view the users who have access to your inboxes or help desk. If a user is not listed in the table, learn how to check inbox access.
4. To filter users, click the filters at the top of the table and select a value. Filters you apply will be visible to all users accessing this view going forward.
5. To remove filters, click Clear filters.
6. Click the user status, then click Available or Away.
   
   
   

Please note: if you're a free user, you can view your other team members' status, but can't make changes to another users send status. 

When the user navigates to their inbox, they'll see an alert notifying them that an admin has changed their status to Away. To receive chats again, they'll need to click Set myself to available.

Set up channel routing rules 

Learn how to set up routing rules for each inbox channel so that incoming conversations are automatically routed to specific users and teams in your account.