Provide more info in chat about device type, location, browser type, source, etc.

HubSpot Ideas
1

Having the ability to see

  • breadcrumb trail of viewed pages in this and previous sessions
  • IP Geo location
  • device type - mobile, tablet, desktop
  • browser type
  • referral source / organic / ppc, social etc

Are a few great ways to help the chat rep have a much better understanding of the current visitor so they can better provide quicker help. For example, if you know certain parts of your site may not be ideal on mobile and the person is having an issue… or if they are asking for a price… by seeing this other info you can have a pretty good idea of what product they were looking at and hoping to find pricing on.

Also as the user continues to click around the site, insert that URL in the chat timeline so you can know where they are continuing to click around to as you talk with them.

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2

Yes! We esp. need to know how many chat session occur from Mobile devices versus desktop.

3

Hi guys, upvoting this on behalf of my customer! He’d like to see his browsing habits of website visitors, e.g. whether they’re using mobile or desktop. This would help him to decide as well whether to hide the chat widget on mobile devices, since the screen size is already quite small on mobile.

4

This would be very helpful for our team in troubleshooting quickly

5

We absolutely need this! We were using LiveChat before we moved to HubSpot, but frankly the LiveChat system works so much better, providing plenty of information about where the user is from, how many times they have visited the site, their previous conversations etc. Even being able to tell if the user is still online or if they’ve left the website would be helpful.

6

Has anyone had any luck with this? I’ve been following a similar thread here: https://community.hubspot.com/t5/HubSpot-Ideas/Log-visitors-IP-address-immediately-in-chat/idc-p/517372#M95970

It’s a great idea. Seems like something that should at least get an answer back on?!

7

This is standard on Live Chat (and most chat platforms) which is great and really helps in terms of visibility for potential up-sales and anticipating ways to assist the customer quicker!

8

Any update on this? I see the idea was submitted! That’s great. This would be incredibly helpful for us!

9

Needed!!

10

+1 we’ve had this request internally

11

I cant believe that a Service Hub don’t provide with further client information such as browser they are using, IP Address, Operating System, Version of the browser, etc Like with Intercom. I mean Service Hub is a Support function and not having this information just means we have to ask the customers for questions that we should know!! I am very impressed that this is not active for Service Hub, it is really dissapointing :disappointed_face:

12

yes, this feature is absolutly requested by our Marketing and Service Teams. thank you to take this idea in deep consideration.

13

useful info, no change on this idea since 2019?

14

We moved to Gorgias for chat since HS was slow to implement features. Live Chat is also a great chat platform!

15

This is a must needed feature and since 2019 nothing is worked upon it. The competitors are providing this from a long time.