Live Chat Reporting

Marketing & Content Hub Tips, Tricks & Best Practices
1

I have this list running to try and capture live chat leads for reporting:

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I am seeing people come through and am getting notifications for people in chat but they are not showing up in that list. Even last conversation date is blank and the agent fields. At what point does conversaion source get set in a chat?

If the email excisits in my account already will it not set the conversation type?

Is conversation type the best way to report on chat leads?

Is there any contact object that is updated when contact come into chat?

2

Hello @GHunt5, thank you for posting in our Community!

I would like to add our top experts to share their ideas @Jnix284 @Josh @Olivia_Bagnall any recommendation to @GHunt5 matter?

Thank you,

Pam

3

Hi @GHunt5 I created a list with the same filter, “conversation source” is “Live Chat” and the list function is pulling the correct contacts.

Have you tried removing “recent conversion” is “unknown”?

4

Hi @GHunt5
The filter you are using in the above list is not going to give the live chat conversions but the form submits conversions. Here is the Knowledge base explaining these properties.

The report you are looking for is not achievable in HubSpot as of now. Here is the Idea submitted for this thing to include. Please upvote and comment there so that it gets resolved sooner.
Idea: https://community.hubspot.com/t5/HubSpot-Ideas/Live-Chat-Reporting/idi-p/695363#M123415

I hope it helps!
Thanks