topic Re: Live Chat - not showing on company activities list in Tips, Tricks & Best Practices

Live Chat - not showing on company activities list

MPalmer6 — Thu, 02 Feb 2023 10:51:06 GMT

Hi All

We have recently connected Hubspot Live chat feature to our ticketing system which works well.

However I noticed that it only lists the live chat details and shows a live chat has happen on the contact page of that user.

Yet when an email is sent, it shows also under the activity list for the whole company which allows us to quickly see what has been happening across the board.

However, not being able to see live chats on the activity page seems odd, as it even lets you see linkedin messages and whats app, if required. So feels like i might be missing something?

I have ticked all the filters on (except aircall as we do not have this set up).

Any help appreciated

Thanks

Matt

Re: Live Chat - not showing on company activities list

Syeda_Fatima — Fri, 03 Feb 2023 03:46:05 GMT

Hey @MPalmer6, You are not being able to see live chats on the activity page because Hubspot Live Chat doesn't appear in the activity list for the whole company. This is because the live chat conversations are tied to individual contacts and not the company as a whole.

However, In order to keep track of the conversations, you will need to go to the individual contact page and view the live chat details.

If you are looking for a way to get an overview of the conversations happening across your company, you could consider using a reporting tool to help you track the chats. This would allow you to gain insights into the types of conversations happening and the overall customer satisfaction for your company.

Moreover, if you'd like to see Live Chat activities on the company Activity page, you can submit a feature request to Hubspot directly. They have a dedicated page for product feedback, where you can submit your idea: https://productfeedback.hubspot.com/

Hope this helps to cover near future!

Re: Live Chat - not showing on company activities list

MPalmer6 — Fri, 03 Feb 2023 10:12:21 GMT

Hi Syeda

Thank you for getting back to me. I have tried the link but sadly it is not working, i will contact support to check this and raise the change request.

It does seem a bit odd to me that all other items link to the company activities but live chat doesnt especially on a service module but at least we know now.

Thank you again 🙂

Kind regards

Matt

Re: Live Chat - not showing on company activities list

kvlschaefer — Fri, 03 Feb 2023 21:44:24 GMT

Hi @MPalmer6,

Thanks for reaching out!

I'm a community manager here at HubSpot.

You can submit your product feedback to our Ideas Forum.

Our product team, who monitors the forum regularly, can read your specific use case and understand why this would be a useful functionality or change.

If you decide to post your feedback there, feel free to add it to this thread so we can upvote it 🙂

Best,

Kristen

Re: Live Chat - not showing on company activities list

MPalmer6 — Tue, 07 Feb 2023 11:50:19 GMT

Hi Kristen

Perfect, thank you. I added a product request yesterday :-). Here are the details of it below.

This feature upgrade would be for the Service Hub and refers to the livechat integration.

Basically at the moment, the live chat only links the the contact in terms of the activity tracker, I can see the benefit of this from a Sales perspective but for a Service offering, seeing this on the main company activity list is really important.

Currently we are not able to see who has recently on live chat from the company activity page, as we would have to go into each contact individually to see if any Live chats have taken place.

In some cicumstances there be 10's of contacts per company and it is not pratical for each of us to have to check each contact to see if they have recently been in contact with us via live chat.

it is really handy having the activity listed from all emails and calls in the company forum, as it means it is easy to see what my colleagues have spoken to the client about and I do not need to check where they are with them.

However with live chat this is hard to know, as I would have to be aware of them having completed a live chat to go looking for that information.

Ideal solution is for the Live Chat activity to show under the company activty list, the same as the emails and calls do. So they would link to the contact, which in turn links to the company that they are attached to.

so it would appear here

as this is what it shows like on the Contacts page

Thank you in advance.

Kind regards

Matt

Re: Live Chat - not showing on company activities list

kvlschaefer — Tue, 07 Feb 2023 15:27:35 GMT

Hi @MPalmer6,

Thank you for sharing these details! This would be quite a handy feature indeed 🙂 I've upvoted it!

I'll add a link to your idea in this thread to give it more visibility: https://community.hubspot.com/t5/HubSpot-Ideas/Live-chat-conversations-linking-with-Company-activity/idi-p/752262

Best,

Kristen

Re: Live Chat - not showing on company activities list

JJachetta — Fri, 14 Mar 2025 20:32:56 GMT

Hello, I do not see Live Chat activity in the Contact activity timeline. A new contact is created but I see no Live Chat history.