Hello, my name is Arturo and I was given the task of automating the Hubspot help chat that connects with the Comunidad Feliz service, so that according to the country where you are writing the hours of operation are from 9am to 8pm if you are from Chile or from 9am to 9pm if you are from Mexico.
To explain in detail, currently you have a live chat where you are given a welcome message, you are asked for an email and then you are asked the country if you are from Mexico, Chile or another country and you select this manually.
Then I want to know if it is possible to detect the ip of the user for example, if the user is in Chile the chat is activated from 9 to 20 hours in Chilean time and then turn off but if the user is from Mexico is activated from 9 to 21 hours also in Chilean time and then turn off.
Because users from Mexico have one hour more of attention.
Hi @AParedes22,
I love to see you posting in the Community, thank you!
I understand that you’d like to set the chat availability based on the IP address of the visitor. If that’s not the case, please feel free to add additional information.
I checked for you and at the moment the feature is not available. However, I can see on one of our ideas that it is currently being reviewed by our Product Team
I have found this similar idea already submitted: “Log visitors IP address immediately in chat”.
I’d recommend supporting the Idea with an upvote and explaining your use case in the comments.
You can also “follow” this idea to be notified of any changes.
I also wanted to invite a couple of subject matter experts to this conversation: Hi @danmoyle, @Josh and @Franci do you have workarounds to help @AParedes22, please? . Also, if anybody else has anything to add and/or share, please feel free to join in the conversation
Thank you very much and have a great day!
Best,
Bérangère
Thanks for the tag @BérangèreL. Hi @AParedes22! Unfortunately, I don’t know of a way to accomplish this is HubSpot. Workflows aren’t fast enough to pick up someone’s IP address and apply it to a chat, and without it as a standard feature I can’t think of a solution.
Hopefully the Idea in review is something that can be rolled out soon!
Thanks for the Answer. According to your answer I wanted to know if it is already since It can not detect the ip, take the time when the person writes and if it is not between a predetermined schedule take certain action. This through the code. For example, we would like to make the automation by asking the customer the country where he writes, he chooses from a list, if he puts Mexico for example and is within the hours of operation is sent to an agent available. Could you help me with this query if there is something already done through a snippet of code or some part of where to guide me? Thank you very much.
@AParedes22 it sounds like you’d like customers in Mexico to have access to the team 1 hour longer than those in Chile due to the time difference.
Can I ask a question - if someone from Chile writes in at 8:10pm, are you really going to make them wait until the next day for a reply?
If your team is available to help the customers in Mexico for an additional hour, and it is considerably late in the evening in Chile (it seems that the odds someone from Chile would write in that one hour window would already be quite small), wouldn’t they also be available to help the customer in Chile?
When you set your global chat availability, this determines when the live chat widget shows your team as available, but if you have a team member online outside of those hours, it will still show that they are available.
You could do a little testing to see what works best:
1. if you set your inbox hours based on the Chile availability, your Mexico team could still be available online for an additional hour and the chat would still show them as available. This would still mean that someone in Chile could see the live chat widget during the additional hour.
2. keep your existing chatflow with the hours for Chile and create a separate chatflow for the 1 additional hour and use the Country filter:
This would mean that the chatflow is only visible if the IP can be detected as being in Mexico.
By creating two separate chatflows, you’d be able to control the visibilty of the chat individually for Mexico and it would prevent that chat from being shown in Chile (and all other countries) for the additional hour.
You could also create a visitor criteria based on a list, for example using current customers, so that customers (or leads depending on how you’re using the chat) in Chile would still be able to reach you.
Hi Jnix284, thank you very much for your response. Yes our goal is to serve all customers regardless if they are in Chile or Mexico, Chile or anywhere else. We are exploring segmentation and automation because our two main customer groups are in Chile and Mexico, but there is a 3 hour time difference between them.
Right now, our team in Mexico is on duty from 6 am to 6 pm, and in Chile, from 9 am to 8 pm. And that’s why we wanted to know the possibility of doing it through IP to make sure that our agents are available during the working hours in each country.
Thank you very much for the suggestions, I will continue to do some tests to see what works best for us. Thank you very much for your help. Best regards.
Yes, correct is the purpose of my question. I will check the post you indicated and follow it to see the updates. Thank you very much for the help. I will keep an eye on it. Regards.
and have a great day!
