Jul 24, 20203:25 AM - edited Jul 24, 20203:32 AM
Participant
Hubspot Chat - Issues with cookies consent and access to FAQ
Hi,
We have integrated Hubspot chat in our website, however we face 2 issues.
- First, we have activated cookies consent section at the beginning of conversation. Visitors need to accept cookies to access chat. However, when you click on the button, consent loads but nothing happen. We need to update page so the consent is collected and visitor can access chat (Video to illustrate our issue : https://www.loom.com/share/c8cd9c49bc3240c5ac93f63e5852d421)
- Second issue, when visitor clicks to access FAQ from Chat window, and then comes back in our website, chat window gets white and it is not possible to access chat again (Video : https://www.loom.com/share/8559dd047456444d8bd0a60443e816a9)
I am able to reproduce both behaviors when I embed a chatflow on my own site using the inlineEmbedSelector field. I will investigate the causes with my team. Thank you for your patience.
In the meantime, I see that the HTML ID hubspot-conversations-inline-parent appears twice on this page.
I recommend defining a different ID on the page and as the value of the inlineEmbedSelector field. The HubSpot chat widget already uses that ID, per the "Inline embed styling" section of this documentation.
The cookie consent issue should now be resolved. Please let me know if you continue to encounter the perpetual loading behavior. Apologies for the inconvenience.
I'll post again when we have a better solution for the auto-closing behavior when visitors click links (e.g. to knowledge base articles). Thanks for your continued patience!
Great thank you. Indeed it works well now for the cookie consent !
Ok I'll wait for your solution regarding the second issue ("when visitor clicks to access FAQ from Chat window, and then comes back in our website, chat window gets white and it is not possible to access chat again").
Excellent. I'm glad to hear that the cookie consent button is working!
You should now also be able to trigger window.HubSpotConversations.widget.open(); to re-open the widget after it closes when a visitor clicks a knowledge base search result.
The team decided not to force the chat pane open because it would also open the chat widget on the knowledge base article which would obscure most of the page on mobile devices.