Chatflow Bot Skipping Prompts

Smart CRM & Sales Hub Tips, Tricks & Best Practices
1

Greetings, my company has been using Hubspot for about four years without any major issues. We have an automatic chatflow with three bot prompts to gather a person’s email, name, and problem before creating a ticket. This chatflow has been working well and has not been significantly modified.

Today, the chat bot began skipping the auto prompts and forwarding the chat requests directly to our inbox as “Unknown Visitor” without any assigned properties. I tested this myself on multiple browsers and with various settings enable or disabled and it seems like something has just broken with the chatflow without us having actually changed anything. I’m not sure what is going on, but it makes it assisting users difficult.

2

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

When you receive a chat from an Unknown visitor in HubSpot, it means that the visitor has initiated a chat session on your website, but they have not provided their contact information. In this case, you have several options:

1. Reply to the chat: You can send a reply to the Unknown visitor through the chat interface in HubSpot. The visitor will be able to see and respond to your message. However, since they haven’t provided their contact information, you won’t be able to track their interactions or associate them with a specific contact record in HubSpot.

2. Gather contact information: Engage with the Unknown visitor in the chat and try to gather their contact information. Ask for their name, email address, or any other relevant details that can help identify them. This way, you can manually create a contact record in HubSpot and continue the conversation using the provided information.

3. Monitor the chat session: If the Unknown visitor doesn’t respond or provide contact information, you can choose to keep an eye on the chat session without actively engaging. They may decide to provide their information later in the chat or on a subsequent visit to your website.

It’s important to note that HubSpot’s ability to track and save interactions is based on having contact records for individual visitors. If a visitor remains unidentified as an Unknown visitor, their interactions may not be linked to any specific contact record.

You can see more details in this Knowledge base article on how to Track visitors in HubSpot.

When you are testing you are providing information about a new contact or an existing contact in your account? The more information, screenshots, and details you can provide, the better I can advise on the next steps.

I hope you find this helpful!

Pam

3

Hello, thank you for your reply. However, I think you must have misunderstood my problem. We have an automated chat flow set up already to collect Name, Email, and Request from the chat. When a new user begins a chat session, they MUST provide their email, their name, and a short description of their needs before we allow them to connect to a live person.

The automatic prompts were working fine until yesterday. Now, when a new user starts a chat, the automated system completely skips the prompts and forwards them on as an “Unknown Visitor” requiring whoever is on the chat to manually ask them all the needed details. I need to know why my chat prompts are no longer triggering despite us having not changed anything.