How Do I Provide 24/7 Support Without Night Shifts Using HubSpot Service Hub Chatbots?
Make chatbots your after-hours front door. Answer from the Knowledge Base, create tickets or book meetings, and hit next-business-day SLAs—no night shifts required.
Deploy chatflows (chatbots) as your after-hours front door. The bot answers from the Knowledge Base, gathers context, and—when needed—creates a ticket or books time with the right team. Limit live chat to working hours; route after-hours to the bot automatically. Set SLAs for next-business-day first reply, with alerts and escalation for VIP or urgent issues. Track deflection, ticket volume, and CSAT in dashboards and iterate weekly.
24/7 Coverage—Without Night Shifts
How the Bot + Human Hand-Off Works in HubSpot
Define working hours so human live chat appears only when agents are available. Outside those hours, route visitors to a Service Hub chatflow that authenticates when possible, offers guided topics (order status, billing, troubleshooting), and answers from the Knowledge Base with previews. If the visitor still needs help, the bot creates a ticket in the correct pipeline with priority, product, URL, and the transcript attached; high-value customers can receive a meeting link to book during business hours.
Add escalation rules: VIP accounts or urgency keywords jump to a manager queue—even after hours. Tie the feedback/ticket pipelines to SLAs based on working hours, with workflows that warn at 50–80% of the deadline and reassign if owners are unavailable. Standardize first-reply templates so agents respond quickly the next day, and require Root Cause and Resolution fields on close. Use dashboards to watch deflection rate, next-business-day first reply, time to close, and CSAT; tag “KB Gap” tickets so Product/Support knows which articles to create next.
Bot Flows & Operations (Who Owns What)
| Bot flow | Audience / trigger | Purpose | Fallback & escalation | Owner | Update cadence |
|---|---|---|---|---|---|
| After-hours triage bot | Any visitor outside working hours | Answer FAQs, collect context, create tickets | Ticket + next-day SLA; VIP → manager queue | Support Ops | Weekly |
| Order/status bot | Logged-in customers | Self-serve order/shipping updates | Ticket if data mismatch | CX Ops | When systems change |
| Billing & accounts bot | Billing keyword intent | Payments, invoices, plan info | Warm handoff to billing queue | Finance Ops | Monthly |
| Troubleshooting bot | Product error keywords | Step-by-step fixes via KB | Ticket + attach logs/screens | Product Support | After each release |
| Access/login bot | Login/2FA issues | Guided reset & recovery | Priority ticket if locked out | IT/Admin Support | Quarterly |
| VIP concierge | High-value segment | Personalized path + meeting link | Immediate manager alert | Customer Success | Weekly audit |
| Multilingual fallback | Non-English detection | Route to localized KB | Create ticket to language queue | Regional Support | Quarterly |
| KB gaps backlog | "Article not helpful" feedback | Capture topics to create content | Assign KB task to owner | Content Ops | Weekly grooming |
Frequently Asked Questions
Deliver 24/7 Support—No Night Shifts Required
We’ll configure chatflows, Knowledge Base, routing, SLAs, and escalations—then build dashboards and templates so your team sleeps while customers get answers.
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