Transcript
When a live chat handoff is triggered via Expertise AI and the conversation is sent to HubSpot, you’ll notice that the contact owner is unassigned by default.
If you want to change this and automatically assign an owner based on custom rules, go to Inbox in HubSpot. From there, open Inbox Settings, select Expertise AI Live Chat, and click Edit. Enable Automatically assign conversations, then choose the specific users you’d like to be considered for assignment.
By default, conversations are assigned in a balanced way. You can view the assignment rules here, and they take into account user availability and variability.
Once that’s set, click Save. Now let’s walk through a sample. If a visitor requests to speak to a real person, they’ll be prompted for their email and a brief summary of their issue—for example, “I can’t log in.”
If you then go back to the Inbox and navigate to All Open, you’ll see the new conversation. Notice that it now has an owner automatically assigned.