topic Chatflows setup checking if user is in the database first in Tickets & Conversations

Chatflows setup checking if user is in the database first

ciri — Fri, 08 Sep 2023 07:40:26 GMT

How do you set up the chatflows so that it checks if a user chatting is an existing Contact (ie. via email address provided)?

Objective is to send two different responses to a new user and if the user is a known contact, based on the email address they provided.

Thank you! Insights appreciated

Re: Chatflows setup checking if user is in the database first

Josh — Fri, 08 Sep 2023 12:46:56 GMT

Hi @ciri,

Could you use the Visitor information and Behavior targeting? If the user is on one of your specific lists it would show a different chat than if they are unknown.

Here's a resource.

Re: Chatflows setup checking if user is in the database first

ciri — Mon, 11 Sep 2023 00:55:27 GMT

Hey Josh! Thanks for this. Very helpful! We wanted only a specific question within a Chatflow to be different if they're a customer but it seems we have to create/duplicate the same Chatfow but with different Target instead to make it work. Appreciate the help!

Re: Chatflows setup checking if user is in the database first

SophieHull — Wed, 13 Sep 2023 14:31:41 GMT

To set up chatflows to check if a user is an existing contact, you typically need to integrate your chat system with your contact database or CRM. Once integrated, you can use conditional logic in the chatflow to check the provided email address against your database. If it matches an existing contact, you can trigger one response; otherwise, trigger a different response for new users. Specific implementation details would depend on the chat platform or software you're using, so consulting its documentation or support team may be necessary for precise instructions.

Re: Chatflows setup checking if user is in the database first

ciri — Thu, 14 Sep 2023 00:17:24 GMT

Hey Sophie, we're using HubSpot for all of these but I can't seem to make it work. Any chance you know of a resource I can look at for this?