Theidentify method critical to the approach HubSpot Developer Support has heretofore positioned on the Community only directly updates the hubspotutk cookie with the visitor's identity.
The conversations (live chat) tool uses a different cookie — messagesUtk— to populate visitor names. If this cookie is not associated with any identity information, a chat will come in under an "Unknown Visitor."
HubSpot currently has a back end process which associates thehubspotutk identity information with themessagesUtkcookie, but calling theidentifymethod does not always trigger this process.
As such,there is currently no way to guarantee that a chat won't come in under an "Unknown Visitor,"even with the method outlined above, which works much of the time.
Our team is working on a dedicated solution for this use case but we currently can't offer a concrete timeframe. Please subscribe to theAPI Changelogto be notified of the update when it is released.
Apologies for the confusion and thank you in advance for your understanding.
You can use theidentify method to avoid asking for the user's name and email each time, but HubSpot chat welcome messages (the first message in a flow) cannot use personalization tokens, like {{ contact.firstname }}. You can call users by their name on subsequent messages, though.
So just to confirm we need to use the identify method followed by the trackPageView OR just the idendify method?
The other thread mentions something about a hard refresh being required - Will the user only be identified if we hard refresh the conversations inbox in HubSpot?
We need this to happen automatically so the chat flow can direct the user to their contact owner without the need for any refresh.
Theidentify method critical to the approach HubSpot Developer Support has heretofore positioned on the Community only directly updates the hubspotutk cookie with the visitor's identity.
The conversations (live chat) tool uses a different cookie — messagesUtk— to populate visitor names. If this cookie is not associated with any identity information, a chat will come in under an "Unknown Visitor."
HubSpot currently has a back end process which associates thehubspotutk identity information with themessagesUtkcookie, but calling theidentifymethod does not always trigger this process.
As such,there is currently no way to guarantee that a chat won't come in under an "Unknown Visitor,"even with the method outlined above, which works much of the time.
Our team is working on a dedicated solution for this use case but we currently can't offer a concrete timeframe. Please subscribe to theAPI Changelogto be notified of the update when it is released.
Apologies for the confusion and thank you in advance for your understanding.
Hi @IsaacTakushi could you please confirm if there is any solution for chats from an "Unknown Visitor" even after using identify, trackPageView, and HubSpotConversations.widget.refresh() methods?
i would like to use the live chat without tracking my users. But if i set the doNotTrack-Cookie in the beginning its impossible to set the identity of the user after his login.
Unfortunately, we do not have a solution for this. Chat is part of the Hubspot system so it was intended to work seamlessly with our CRM. We might in the future enable this via API but it is not something we have on our roadmap at the moment.
We are working on some more solutions regarding how to present to the customer how to consent to the cookie, including a banner at the beginning of the experience (this already exists today in settings) or a banner at the end of the experience (this is currently being worked, so will be avail in the near future). These options were intended to give your visitor more control over them being cookied.
Also, would love to learn more about your specific usecase though. Feel free to email me at cdewey@hubspot.com so we can continue chatting about how your company is using chat.
I have kind of a similar situation. I am trying to enable the cookie banner for the chat and at the same time being able to 'listen' to the given(or not) consent and pass the information via Google Tag Manager to our cookie consent provider, OneTrust.
I looked into your chat widget API, and the only events available are chat started, chat closed, and chat count changed. There is no event I can listen to. Maybe I am looking into it with the wrong lens, so please any advice is appreciated.
We are currently trying to use HotSpot Live Chat on our website but ran into some problems. It would be really appreciated if anyone could help 🙂
1. We know we could identify users using cookies, but we also want to identify logged in users on our website. If the user doesn't clear cookies and logs in with another account, HotSpot still identifies him as the previous logged in users instead of the new one. Is there any way to solve this?
2. When the page gets reloaded, any previous conversations the user has created disappear completely. How could we store the chat history?
3. Every time the user sends a message, it creates one conversation in the inbox. Is that possible to integrate all messages from the same users in one place (integrate all conversations) so that we will get a clearer sense of the user's message?
1. At this time, I cannot think of a good way around this.
Removing cookies would create a nighmarish user experience and while identifying visitors would create and update separate contact records with analytics events (i.e. page views), since chatflows identify visitors via the messagesUtk cookie, conversations would be associated with the wrong contact.
The dedicated solution for identifying visitors in chatflows which I mention above should help with this use case, but that has yet to enter beta. See @cdewey22's response in this related Community thread.
2. Interesting, that has not been my experience. This screen recording shows me refreshing the page after beginning two chats. My chats remain visible after refresh due to the messagesUtk cookie.
Per this article, do you have the Consent to collect chat cookiesoption enabled on your chatflow?
3. Not at this time. Assuming conversations are associated with the correct user, the contact record is the best place to view all chats started by the same user in one place.