How to identify a contact in the chat?

SOLVE
HubSpot Moderator

Hi, @vruben.

 

I hear you and the team recognizes this is critical functionality.

 

They're going to devote resources to this in the new year, but I'm afraid I don't have a more concrete ETA.

Isaac Takushi

HubSpot Developer Support
sp3
New Contributor

Hello,

 

we are experiencing the same problem with our users, that are logged in to our platform. Having to ask them about whom they are, drastically reduces the customer experience. We have migrated to HubSpot from intercom, following of the need to have it all in one place. We had no such issues with our previous provider Smiley Sad

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HubSpot Product Team

This is one of our top priorities for the beginning half of 2020. I should have a better idea of the timeframe in January and will update this thread and post details for a beta as well. 

 

Thank you and looking forward to communicating an update in January. 

 

Cassie

 

 

Regular Visitor

We were about to migrate the chat from Intercom to Hubspot to integrate marketing and sales with service, but not being able to recognize logged in customers properly is a huge loss for us. Might need to cancel our pro subscriptions until this issue is solved.

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Occasional Contributor

Hello @cdewey22  do you have any news?

Thanks in advance,

HubSpot Product Team

Hi there! 

 

We will be working on this in the first quarter. I don't have an exact timeline yet but we will be kicking it off in the next month. I will update here once I have a more definitive timeline for when we expect this to be in beta. I will also make sure we get a form for beta requests here once we get closer to that date. 

 

Thank you! 

 

Cassie

Visitor

Can you tell me if this works by simply allowing to add an email/identifier to the Chat functionality or will we have to rely on the tracking functionality? We really want this to work without having to use tracking.

 

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HubSpot Moderator

Welcome, @Ferdy.

 

If you include an email field in the chat itself, you will be able to identify users every time. This discussion pertains to customers who want to identify users without having to rely on the in-chat email field.


Let me know if I've misunderstood your question.

Isaac Takushi

HubSpot Developer Support
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Visitor

I meant, will we be able to use a LiveChat API that simply allows for putting email/identifying information to the support side, so indeed without relying on the in-chat email field. But also without relying on the tracking API/cookies. So something like:

 

window.HubSpotConversations.widget.identify({email: loggedInUserEmail});

 

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HubSpot Moderator

Gotcha, @Ferdy. Thanks for clarifying.

 

To my knowledge, the solution @cdewey22 mentions in this post is a Live Chat API function which would perform similarly to what you described.

Isaac Takushi

HubSpot Developer Support
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Regular Contributor

We would love to be added to the Beta. We are going to provide our engineering team with the accepted solution to see if it improves but this issue is a serious detriment to our member's experience. Please let us know right away when an update occurs or a Beta is open. We have subscribed to the release notifications.

 

We need this yesterday, and this whole topic would be great for your frontline team and integration teams to know about. After all our contacts this has not been brought to our attention and we found this from our own searches.

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Visitor

Can we get a update on the release of this as it is stopping us from using HubSpot chat.

 

 

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HubSpot Moderator

Welcome, @jmorgan.

 

Please see @cdewey22's post from earlier today.

Isaac Takushi

HubSpot Developer Support
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Occasional Contributor

Is there any news on this?

 

It is critical for our decision as to whether to choose Hubspot or Zendesk (who seems to have been able to do this for years). 

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HubSpot Product Team

Hi- This is currently in development. We are shooting to have this out in beta by the end of Q1-2020/beginning of Q2-2020. I will reach out for beta requests when we get closer to this being released. 

 

Thank you for your patience! 

 

Cassie

New Member

Thanks a lot for the information. will be waiting for any further updates

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New Contributor

Hi,

 

We are able to use the identity method to recognize users. But on our platform, we also allow registration using phone numbers. In that case, could we recognize users by capturing their phone numbers? Currently, we have tried but found no solution.

 

Can anyone please help? Thanks so much.

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HubSpot Moderator

Hi, @Teresa1.

 

The Tracking Code API's identify method only works with email addresses (and external id values, with some caveats), so there is no way to identify a visitor or user with client-side code.

 

That said, you could write client-side JavaScript to pass a phone number to a backend function which searches for matching contacts using the new v3 CRM Search API. Your server could then pass this back to your application's front end.

Isaac Takushi

HubSpot Developer Support
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