topic Re: Can't collect contacts using chatflow without asking for an email in Tips, Tricks & Best Practices

Can't collect contacts using chatflow without asking for an email

TPesach3 — Mon, 02 Oct 2023 11:54:15 GMT

Hi all,

Just added a chat flow to my website. trying to collect only Contact names and phone numbers (Without an email).

I see when I don't collect email addresses it doesn't create a contact in my CRM. Is this solvable? am I missing something?

Thanks!

Re: Can't collect contacts using chatflow without asking for an email

danmoyle — Mon, 02 Oct 2023 12:51:39 GMT

Hi @TPesach3. Because HubSpot uses email as the unique identifer data to keep duplicates down, it's best practice to always require email to create a contact. However, in forms you can technincally create contacts without an email. I just wouldn't suggest it. As a CRM built on email communication, skipping the email isn't really the best use of HubSpot. 😊

Re: Can't collect contacts using chatflow without asking for an email

TPesach3 — Mon, 02 Oct 2023 13:03:38 GMT

Thanks for the answer, just important to mention: that this is not a form. this is a chat flow. it doesn't have the settings you put on the link. @danmoyle

Re: Can't collect contacts using chatflow without asking for an email

danmoyle — Mon, 02 Oct 2023 13:04:44 GMT

Heard, @TPesach3. I didn't expect chat to have the same settings. Just a note that it's possible with forms. I don't believe it's possible with chat because of the reasons I shared. 😊

Re: Can't collect contacts using chatflow without asking for an email

Jigar_Thakker — Mon, 02 Oct 2023 13:22:57 GMT

Hey @TPesach3

Kindly read this article you will get an understanding of why it's not a best practice to create a contact in HubSpot without an email address: https://knowledge.hubspot.com/contacts/create-contacts

Let me know if you have any followup questions.

If my post was helpful in addressing your query, Support the community by indicating it as the solution.

Re: Can't collect contacts using chatflow without asking for an email

mangelet — Tue, 03 Oct 2023 20:24:55 GMT

👋 @TPesach3

People visiting your website and interacting with your chat won't automatically be added to HubSpot as contacts just for starting a chat. What will happen is that HubSpot will track them by assigning a cookie, and they'll stay there until they provide an email or you manually add them as a contact.

To manually add them as a contact, head over to the Conversation Inbox and look for finished conversations. You'll see all the people who interacted with the bot, and on the top right side, there's an option to associate them with a contact. You can either link them to an existing contact (which wouldn't be the case here) or create a new one. The details they provided are available for you to use during this process.

Although it's a manual process, it's currently the only way to officially add them as contacts in the CRM. But don't worry, you still have access to their responses in the inbox to use as support in the meantime.

Re: Can't collect contacts using chatflow without asking for an email

danmoyle — Wed, 04 Oct 2023 12:03:09 GMT

@mangelet I forget that you could add them manually, even without the email. I lean so much into the email connection I sometimes forget we can go against the "usual route" like that. Good call.

Re: Can't collect contacts using chatflow without asking for an email

mangelet — Mon, 09 Oct 2023 19:20:08 GMT

Thanks @danmoyle