APIs & Integrations

ABoros
Member

eCTAs ignoring Visitor Identification

Hey, I saw a couple of similar posts, but I can not see a straightforward way for troubleshooting, so hopefully somebody will help us here:

We have SAAS product, and we are using HubSport as CRM tool. Our site has the HS plugin, but we are only using the chat functionality at the moment.

We would like to target our users with CTAs based on their email addresses after login, and we did the recommended steps by doing the identification via Visitor Identification API, setting up the credentials to the js plugin(tracking code snippet)

  • we tried with

 

hsConversationsSettings

 

  • and another desperate attempt to trigger directly

 

_hsq.push(["identify", { {identity details} }]);

 


But still, all the CAT appears only if we set the "Logged in Visitor = false." Of course, the segmented list with specific email addresses doesn't work either because it looks like we can not pass the identifiers in the right place.


I know it's messy, but any advice would be appreciated!

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1 Reply 1
Jaycee_Lewis
Community Manager
Community Manager

eCTAs ignoring Visitor Identification

Hi, @ABoros 👋 Thank you very much for your question. Knowing what steps you've taken helps our community members give better suggestions when troubleshooting alongside you. 

Here are the places to check that I've picked up in my time at HubSpot (community and support):

  • Verify the tracking code is on every relevant page. Confirm it loads before any _hsq.push(["identify", ...]) call
  • Double-check your syntax for the identify call. Make sure you call it after the tracking code loads. Try testing using an incognito tab or fresh browser session
  • Review your targeting rules — if you're segmenting by email address or list membership, confirm these contacts exist with matching emails
  • Check for Ad Blockers or Console errors — look for _hsq or network errors in the browser console

Hey @SteveHTM @Kevin-C @evaldas do you have any additional troubleshooting steps to suggest?

 

Thank you for taking a look! — Jaycee

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Jaycee Lewis

Developer Community Manager

Community | HubSpot

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