Create a chatbot that can link through to livechat or send an email alert

Service Hub Tips, Tricks & Best Practices
1

Hi,

I’d like to set up a chatflow that gives visitors the option to select different departments that they’re interested in i.e. Aftersales, New Projects, Accounts, or Supplier Queries.

For New Projects, I’d like it to open a live chat with a specific user. For each of the other options I’d like HubSpot to send an email of the details from the chat to a relevant email address, for example when they sdelect Accounts it emails their details to our account email address.

Is this possible?

2

Hey @JNewman27 - thanks so much for posting this inquiry!
I understand that you’re looking to segment your live chat so that your customers are able to speak to the most relevant team members based on their need(s). I’d like to tag in some of our experts for some insight on this. @ChristinaKay, @beeginman, and @Bryantworks - any ideas on how @JNewman27 may be able to set this up?

3

Hi @JNewman27,

Yes, this can be done through a bot Chaflow. You can branch out and save response to a contact’s property and enroll them in an internal notification workflow.

Here are the steps:

  1. Create a bot chatflow and add the first message with Quick replies for your departments (After sales, New Projects, Accounts, Supplier Queries) > save the response to a single select contact property (e.g., Department).
  2. Add if/then branches based on that property or the quick reply selection, so each option goes down its path.
  3. For New Projects, add the Send to team member action and select the specific user to receive the live chat. (That user must have a paid Sales Hub or Service Hub seat and be available to receive routing.)
  4. For Aftersales / Accounts / Supplier Queries, ask follow-up questions to capture details (e.g., name, email, message), save them to the respective HubSpot properties.
  5. Simple message like “Thanks for contacting, our team will get in touch shortly”, end the chat.
  6. Build a simple contact-based workflow that enrolls when Department equals Aftersales/Accounts/Supplier Queries > Send internal mail notification to the relevant team address, inserting the captured details via tokens.

After creating the bot, test every selection with dummy data.

Let me know if you face any issues at any step. You can refer here as well Create a rule-based chatbot

If this helps, feel free to mark it as the solution :check_mark: and give it an upvote :+1: !