Conversations: Reply via e-mail when contact closes browser window

HubSpot Ideas
1

Currently, when a contact is chatting with a representative via the Conversations tool, the only way for the representative to send a reply via e-mail is if the representative manually marks the chat as “closed.”

Unfortunately, there are times when a contact will close the tab/browser window or leave the site that the chat is occurring on, and completely miss the representative’s reply as the reply was only sent via the chat window.

I propose that Hubspot add a feature that detects when the contact engaging in the chat has closed the window or left the site the chat is occurring on, and that marks the chat as “closed” when this occurs, therefore allowing the representative to send an e-mail in reply. Or, at the very least, it would be helpful for there to be some way to notify the representative that the contact has left the site or closed the tab/window, allowing them to know when it would be appropriate to close the chat manually.

  • Who (what type of role or team) is the feature for?
    • Sales & Service Teams
  • What is their goal?
    • To support follow-up processes and continuity of conversations begun in live chats
  • What value will this add?
    • It will help prevent a drop-off in the sales funnel, as sales representatives will be able to ensure their communication will continue beyond the chat window when a contact leaves the page the chat is housed on.
  • Are there examples of other places or products who have this feature?
    • Drift offers this feature.
2

I was looking for this.

Currently, following up with chatbots outside office hours and getting back to the client is a bit painful.

Intercom, which is one of the best solutions out there for chatbots, does it better than the solution proposed.

When you have asked a mail in the conversation, it automatically creates a mail transcript when the chatbot ends its interactions or when the conversation is off for more than X minutes.

3

I actually assumed Hubspot already did this, and just because customers kept missing my replies, I realized that they are not getting automatic emails when there is a chat reply, and they have already left the web app. This is a major gap in the current functionality!

Users should automatically get the chat reply by email if Hubspot was unable to deliver the message in the chat window after a few minutes. It’s how all major chat systems work…