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Assign new chat and email tickets to the customer agent, escalate to a human when it cannot answer

One of 565 written HubSpot workflow specs, by a collective of independent HubSpot consultants.

Professional

Seat pricing: Professional edition. To build it, a GTM Seat or an Ops Seat (an Ops Seat cannot create marketing emails or sequences). Per-hub plans: Service Hub Professional.

Ticket17 stepsUpdated for HubSpot seat pricing
OutcomeRoutine chat and email tickets go to the Customer Agent first, sensitive ones skip it, and any ticket the agent has not resolved after 30 minutes lands with a human owner at high priority.
Workflow mapai-agents-011
Chat or email ticket created leads to Custom prompt screens the ticket. Custom prompt screens the ticket leads to Output known and agent ok. Output known and agent ok leads to No: Rotate to human team as human direct; Yes: Assign to customer agent. Assign to customer agent leads to Delay 30 minutes. Delay 30 minutes leads to Closed or has an owner. Closed or has an owner leads to No: Set escalated and high priority then rotate to human. No Yes No Chat or email ticket created Custom prompt screens the ticket Output known and agent ok Rotate to human team as human direct Assign to customer agent Delay 30 minutes Closed or has an owner Set escalated and high priority then rotate to human
Chat or email ticket created leads to Custom prompt screens the ticket. Custom prompt screens the ticket leads to Output known and agent ok. Output known and agent ok leads to No: Rotate to human team as human direct; Yes: Assign to customer agent. Assign to customer agent leads to Delay 30 minutes. Delay 30 minutes leads to Closed or has an owner. Closed or has an owner leads to No: Set escalated and high priority then rotate to human. No Yes No Chat or email ticket created Custom prompt screens the ticket Output known and agent ok Rotate to human team as human direct Assign to customer agent Delay 30 minutes Closed or has an owner Set escalated and high priority then rotate to human

One of 565 written HubSpot workflow specs, by a collective of independent HubSpot consultants.

When to use it, when not to

Use it

  • Use it when a large share of tickets are repeat questions that your knowledge base already answers, and human agents spend their mornings on them.
  • Use it when the Customer Agent is already live on the channel and you have read a sample of its answers. This spec decides which tickets it gets, not how well it answers.
Read more on when to use itShow less

Skip it

  • Do not use it for billing disputes, cancellations, legal or security topics. Step 1 screens these out, and the list in the prompt must match your own risk topics.
  • Do not use it without staffed human coverage during the hours the workflow runs. An escalation to an empty queue is worse than no agent.
Read more on when to skip itShow less

The rest of this spec

Prerequisites · 8 items

Every property with its label, internal name, type and options, plus the assets the workflow needs.

Enrollment · 4 parts

The trigger, the criteria as ticked in the UI, the re-enrollment rule and the suppression list.

Steps · 17 numbered actions

Each action in order with its parameters, branches and delays.

Known pitfalls · 6

Traps seen in production, each with what breaks and what to do instead.

Test plan and UAT script · 5 cases, 3 variants

How to prove it works in a test portal, one case per branch, and a sign-off sheet.

Files · PDF, Markdown, JSON, CSV

The properties JSON creates the fields in one call. The workflow JSON documents the build.

Install · 1 click, switched off

The installer creates the properties and the workflow, switched off, then opens a task for what it cannot create. Nothing is deleted, enabled or enrolled.

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