topic Re: Personalized welcome message in Tickets & Conversations

Personalized welcome message

KJain92 — Thu, 10 Aug 2023 07:58:04 GMT

Hi,

I was looking for a feature that enables me to create a personalized welcome message in hubspot live chat. For eg: "Hi Kevin, how can I help you today" when the user logs into my external platform. How to achieve it.

Re: Personalized welcome message

GRajput — Fri, 11 Aug 2023 06:38:54 GMT

Hi @KJain92

You can refer to this screenshot added below.

For more information you can aslo refer to the this Knowledge base ..

Link -- https://knowledge.hubspot.com/chatflows/create-a-live-chat#:~:text=In%20the%20upper%20right%2C%20click,your%20team%2C%20select%20Live%20chat.

Hope this will helps you out. Please mark it as Solution Accepted & Upvote to help other Community member.
Thanks!

Re: Personalized welcome message

danmoyle — Thu, 10 Aug 2023 13:26:33 GMT

@KJain92 if the user is known in the CRM and is cookied, this is possible. Here's a thread with a similar question and the answer from @jolle .

You'll want to use a contact token within your chatbot message to pull in a property value stored on the user's contact record. You can select first name as your token to pull in that value within the message editor in the chatbot builder:

Note: You will definitely want to have the contact created first. I usually collect email address in the first chatbot question since that will immediately create a contact in HubSpot (plus you'll have them captured in case they abandon the chat). [Credit - Jacob]