APIs & Integrations


Live Chat visitor identification

Hi, I am trying to understand the method of recognizing visitors to our website who'd use the Live Chat we want to build. Current testing yields only chats from Unknown Visitors and since we will use the chat in our app environment as a support chat, we'd like to immediately associate it with a HubSpot contact or identify the visitor based on the logged in user.

I understand I could use Visitor Identification API to connect our app with HubSpot but am looking for a lighter solution. Is there something preventing us from already identifying the visitors via the hubspotutk or messagesUtk cookies? Thanks!

3 Replies 3
Top Contributor

Live Chat visitor identification

Hi @filipg 👋


There could be many things affecting how this is currently working on your site. Is there anyway you could securely share a link to an example page or test environment that I could take a look at? Please feel free to share via direct message if there's any passwords or otherwise sensitive info.


Please let me know if you have any follow-up questions.


PS @Jaycee_Lewis thanks for the nudge 🙂

All the best,



Zach Klein
HubSpot Integrations & App Developer
Meanjin / Brisbane, Australia

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Live Chat visitor identification

Thanks for responding @zach_threadint and @Jaycee_Lewis .

@zach_threadint , unfortunately, I can't share access. I can answer any questions you might have though.

Additional details: most HubSpot contacts we have will be added manually, imported from the previous CRM, or come from the Sales extension. We don't rely on the forms to get many contacts.

Is there still a way for HubSpot to recognize these contacts when they start the chat?


Community Manager
Community Manager

Live Chat visitor identification

Hi, @filipg 👋 Thanks for the interesting question. I'd like to invite some of our community members to the conversation — hey @himanshurauthan @zach_threadint, have you tackled anything similar in your recent project work?


Thank yo for taking a look! — Jaycee


Jaycee Lewis

Developer Community Manager

Community | HubSpot