[HubSpot] How to Configure Assignment for Claudia

Below, we explain how to ensure that Claudia is correctly assigned to respond to inquiries across different channels:

1. Chat Assignment (HubSpot Web Widget)

If you use the HubSpot Web Widget on your website, you can configure Claudia to automatically take over the inquiries. There are two ways to do this:

With an existing chat bot:

• Go to Chat Flows.

• Locate and edit the flow of type Bot.

• Find the step where the bot forwards the conversation to a team member.

• Change this action to assign the conversation to user Claudia.

This way, after the initial interactions with the bot, Claudia will be next to take over the conversation.

Without a chat bot (only Web Widget):

• Go to Chat Flows.

• Locate the flow of type Chat (without a bot).

• Activate the Automatic Assignment option.

• Set user Claudia as responsible for this assignment.

In this way, every new conversation initiated via chat will be automatically assigned to Claudia, ensuring a quick and personalized response.

2. Conversation and Ticket Assignment via WhatsApp, Email, and Help Desk

You can also configure Claudia to handle interactions coming through WhatsApp, email, and the HubSpot Help Desk. Here's how to do it:

For conversation inboxes (Email and WhatsApp):

• In HubSpot, go to CRM > Inbox.

• Click on Inbox Settings (bottom left corner).

• Locate the desired channel (WhatsApp or Email) and click Edit.

• In the Conversation Assignment section, activate Automatic Assignment.

• Select user Claudia as responsible.

For Help Desk (Service Hub):

• Go to Settings > Inbox and Help Desk > Helpdesk.

• In Channels, click Edit next to the desired channel.

• Locate the Ticket Assignment section.

• Set tickets to be automatically assigned to Claudia.

This ensures that she is the first to act on inquiries, promoting responsiveness.

3. Testing Claudia

To ensure that everything is working as expected, follow these validation steps:

1. Check if Claudia's user is added as a member of the inbox or channel.

2. Send a test message through one of the configured channels (chat, WhatsApp, email).

3. In HubSpot, open the created conversation or ticket.

4. If the automatic assignment does not occur, you can manually assign the conversation/ticket to Claudia.

5. Within a few seconds, Claudia should initiate the interaction.