Add "Ask a Question" to Customer Agent

HubSpot Ideas
1

We are currently using Customer Agent (AI) for Chat but it does not allow us to “Ask a Question” before the hand off to a live Agent or when a live Agent in unavailable.

We want to be able to collect Name, Location and other pertinent Contact information along with the Email but the Customer Agent does not have a way to expand. Our live Agents need this information to better serve the customer and direct them to the right resources.

We also want to collect information if a Live Agent isn’t available so that we can better follow up with the customer via email. We’d like to see a ChatFlow capability added to the “hand off” step from Customer Agent to Team member or email follow up when no Team members are available.

2

This would be great. We should look at combining the Chatflow and AI bot. Since we have multiple departments, it would be ideal for the bot to ask a brief qualifying question before handing the conversation off to the appropriate team.