I gave up on HubSpot’s live chat feature because they don’t see the importance of playing a notification “ring” until someone answers the chat request.
I found a great free chat program that can send transcripts to a central email address. The emails come from the chat provider’s email address. I’m trying to figure out how to get these chat transcripts into HubSpot automatically.
I tried sending the emails directly to <my-ID>@forward.hubspot.com. That didn’t work.
I tried sending the transcripts to my Microsoft 365 email (my Hubspot user email) and then automatically forwarded the emails to <my-ID>@forward.hubspot.com but that didn’t seem to work.
Any suggestions?
@VoIPTools, does your 3rd party email the chat transcript to the person who interacted with the chat? If so, can it be configured to BCC your Hubspot email (<my-ID>@bcc.hubspot.com) when it sends the transcript.
To get the transcript tied to the right contact in Hubspot, the Contact’s email address has to be in the To: line of the email, then BCC Hubspot.
It only offers an email address. It does not specifically offer an option for sending/including a BCC.
@VoIPTools that’s too bad. I know this isn’t the ideal solution you want, but can you export the chat transcripts and keep the Contact’s email address in the export?
I’m thinking perhaps a once or a few times a week, you could export the activity and Import it to Hubspot as an import of Notes for Contacts. More on that here: Import and associate multiple objects