topic Re: Combining Live Chat and Chat Bot? in Tickets & Conversations

Combining Live Chat and Chat Bot?

PvanderValk — Thu, 20 Feb 2025 14:23:01 GMT

I am trying to set up a system that uses the Chat on our website in such a way that it first qualifies someone by asking one question and then, depending on the answer, getting them in front of a live person or having them go through self-help options with, in the end, the possibility to leave a message.

HubSpot has Chats and Bots, each can do a part, but how can they work together to do the above?

Re: Combining Live Chat and Chat Bot?

TSburv — Thu, 20 Feb 2025 14:50:47 GMT

Yes, you can definitely combine Live Chat and Chatbot in HubSpot Here’s how you can do it:

1. Set up a chatbot for initial qualification. Go to Conversations -> Chatflows and create a bot that asks your qualifying question. Use the If/Then branches to determine the next step based on the user’s response.

2. Route users based on their answers. If they qualify for a live chat, use the Connect to a Team Member action to connect them to an available rep. If they don’t need live support, guide them to self-service options (knowledge base, FAQs). If no rep is available, use the Create a Ticket or Send an Email option to leave a message.

3. Use office hours and availability settings. In the Live Chat settings, set working hours so users are routed to a human only if support is available.

This setup ensures a smooth transition between bot automation and live agents. Hope this helps!

Re: Combining Live Chat and Chat Bot?

PvanderValk — Thu, 20 Feb 2025 15:50:16 GMT

Sweet! Thanks!