topic Re: Customers Accounts in Tips, Tricks & Best Practices

Customers Accounts

ASilviuAdrian — Wed, 02 Aug 2023 13:25:47 GMT

Hello,

My issues is related to the chatbot options from Hubspot. The problem: there a few customers that are contacting us, but the system does not recognize them, ie:we can not see the name of the customer in the chat inbox, even though they exist in our datebase. What could be the problem?

Re: Customers Accounts

PamCotton — Wed, 02 Aug 2023 21:06:44 GMT

Hello, @ASilviuAdrian thank you for posting in our Community!

Are you currently using our Chatbot feature here? When they are contacting you via chat, could you give us more details on "the system does not recognize them?" Are they existing customers that are not being associated? Are they using a different email address? The more information, screenshots, and details you can provide, the better I can advise on the next steps.

Thank you,

Pam

Re: Customers Accounts

ASilviuAdrian — Thu, 03 Aug 2023 10:30:35 GMT

Hello Pam,

Yes, we are using the chatbot feature. I think the best description is the one used by you, "existing customers that are not being associated", as they are using the same email address and should be recognised by the system, Hubspot. I am curios why this happens just for some random customers that are contacting us.

Thank you for your imput and message,
Androne

Re: Customers Accounts

tverdokhlib1 — Sat, 05 Aug 2023 19:29:57 GMT

Hey @ASilviuAdrian As I know, there is no easy way in HubSpot to recognize people via chatbot, but you can use the identify method to resolve this.

Re: Customers Accounts

RClark2 — Fri, 11 Aug 2023 08:04:19 GMT

It seems like there might be an integration or data synchronization issue between your database and HubSpot's chatbot. Double-check that the customer data in your database is correctly synced with HubSpot. Also, review the settings and configurations for the chatbot to ensure it's properly linked to your customer database. If the problem persists, reaching out to HubSpot support could provide more insights.

Re: Customers Accounts

RClark46 — Sat, 27 Jan 2024 06:44:40 GMT

Click here are a couple of suggestions to get you started