It would be nice if the user could end and confirm that they are ending a chat conversation. A prompt would be helpful as well. Something along the lines of “Are you sure you want to end this chat?”
It would also be nice if our sales team could end the conversation as well, which then could notify the user that the chat has ended.
Hey @dtempleton! Could you please clarify how what you’re envisioning is different from closing chats? Is it primarily the extra confirmation prompt you’re interested in?
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Customizing the end of the chat experience would be great - and it would be nice to have a couple of options for this, as well, rather than just one version for all chats.
The “Your chat has ended” box that appears at the end of the chat reads a bit too strong, to me.
An alternative solution might be to simply ask the user if they want to end the conversation, like @dtempleton mentioned, or you could just put one line of small text at the end of the conversation stating that the chat has ended, and a link with ‘continue chatting’ or ‘start a new chat’ after. Placing it in a larger box with extra text and a button seems intrusive.
An additional issue with the box is that it covers the last one or two speech blubs in the conversation, so it’s harder to finish reading or click on links that were sent, etc.
Is this something that’s currently being looked at? Surely, some visibility on both sides would help to get the most of our interactions. Waiting for a response when the other person may have already left does not create a great customer experience. On the other hand, it would help with some KPI metrics.
I agree with the above - here’s the quick fix I created. After your action is done, add another if/then branch. It would say something like “Is there anything else you need?” followed by:
> If YES, then [action:speak to rep, email or whatever you want]
> If NO, then chat ends
Hope this helps!
Still looking to see if the end user is able to end the chat. Maybe a button to exit chat.
Strongly agree with the idea of having more customization options on the chat “ending”. Having the “Chat Ended” text customizable would be great so we can align it to the brand language and tone, since the predefined one does not really align with the rest of messages.
Any updates on when will this be possible?
This is a much needed and hopefully simple option to add to the chat feature. The external HubSpot chat option has this feature to allow the end-user to end the chat with a hyperlink button already. Why not enable these features for HubSpot customers as well?
Hello! My name is Hallie, and I’m a Program Manager on the CXM Team. This isn’t currently on the roadmap, so I am marking this as ‘Not Currently Planned’ for the time being. If anything changes with this feature request, I’ll update this post with relevant information right away. Thank you for your understanding and continued feedback for our product teams in the meantime!