Hello all,
I’m experiencing some challenges with the HubSpot live chat integration on my website. I’ve outlined the issues below and would appreciate your guidance and support in resolving them:
- Form Tracking: Currently, the live chat integration is automatically submitting users to HubSpot when they log in. However, I intend to use the live chat feature without HubSpot tracking form submissions. Is there a way to disable this behavior while still using the live chat functionality?
- Hidden Live Chat Tracking: I’ve noticed that even when the HubSpot live chat is hidden in certain areas of my website, it continues to track users and sends notifications. This is not the desired behavior as I want to prevent tracking and notifications when the live chat is not actively visible.
I’ve tried troubleshooting these issues but haven’t been able to find a satisfactory solution.
Thanks in advance
Hi @dilanderin
You see two things to get some alignment – for the Form Tracking
You can remove the HubSpot tracking code from the restricted domain where you don’t want form submissions tracked. This means that the chat won’t appear for users on that subdomain, but sensitive data won’t be collected either.
keep the tracking code on the restricted subdomain, but modify the forms so that they do not meet HubSpot’s technical requirements for non-HubSpot forms.
More information on this
How to disable tracking code for forms but not for chat
In order for the chat feature to work properly, the HubSpot tracking code must be added to the external page.
However, if you’re using the non-HubSpot forms feature to collect submission information, we’ll collect submission data for any external page with the tracking code and a form that meets HubSpot’s non-HS form technical requirements.
In light of this, you have the following options:
Remove the tracking code from the restricted domain, which means that the chat will not appear for users while on that subdomain, but sensitive data will also not be collected.
2. Keep the tracking code on the restricted subdomain, and then modify the forms so that they do NOT meet our technical requirements for non-HubSpot forms. Alternatively, you can turn off non- HubSpot form collection for your HubSpot account as outlined here. This will prevent HubSpot from collecting submission data for any external pages connected to your portal with the HubSpot tracking code.
Having a unique page for sensitive form collection that does not have the tracking code or chat window on it, but leave the tracking code on other pages on that subdomain.
Warm Regards
I have a considerable number of forms in my CMS, making it impractical to remove the HubSpot tracking code from the restricted domain. I’ve also noticed that I can disable non-HubSpot form collection, but I collect non-HubSpot forms with another domain. Is there a way to turn off non-HubSpot form collection specifically for certain domains?
For the Chat flow, keep exploring a few optionsn from here to get things sorted for you -
In the Chatflows settings you can try with - When should this chatflow appear?
This way you’re you can control when the live chat is visible and when it’s not. This should prevent tracking and notifications when the live chat is not actively visible
HubSpot integration: Troubleshooting and FAQ - Help Center | Typeform
Hope this helps - Happy to help further!!
Thank you very much and have a great one!
Warm regards
Despite hiding the chat in the domain, I’ve observed that form tracking still occurs.
