Is there a way to add Contact Name to the email collection after live chat times out?

[TAndrews4]

Hi!

Sorry, lame subject line… I’m trying to modify our live chat flow so that it collects the Contact Name along with their email address when it times out after noone responds after a minute:

Without the contact name, anyone captured here isn’t being synched to Salesforce.

Thanks for any insight!

Theron

[KTownsend]

Hey @TAndrews4 - You can request visitors’ email addresses by following the steps here.

Steps include:

With the Email capture setting, visitors will be asked if they want to enter their email address while waiting for a reply from you. You can customize this prompt message:

• In your HubSpot account, navigate to Conversations > Chatflows.
• Hover over the chatflow you want to customize the email capture message for and click Edit.
• On the Build tab, click the Ask visitors for their email address dropdown menu and select one of the following options to determine when visitors will prompted for their email:
  • Immediately after first message is sent
  • If no team member responds after 1 minute
  • Do not ask for email address
• In the Email capture message field, enter your message.
• Click Save.

With the Email capture setting enabled, a visitor will see a prompt to enter their email address either right after the chat is sent or after a minute with no response. If they enter their email address and click the send icon, they’ll be created as a contact.

I hope this helps!

[AOBrien8]

This doesn’t answer the OP. We can want to ask visitors for their name too, not just email address.

[CWright38]

How does this reply answer TAndrews4 's question about adding a field to collect the name with the email address?

Why doesn’t Hubspot Chat have a field for the person to put in their name? Doesn’t that seem like something that should be standard?