Customer Service (Chat)

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APineda
Member

Does anyone know if hubspot sends them an email as well to maintain conversation with them when they close the chat?

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karstenkoehler
Solution
Most Valuable Member

Hi @APineda,

 

Not by default, no, except for an email chat transcript being sent for live chats. Any other follow-up would currently have to be designed by yourself, after captuing a visitor's email address in live chat or with a bot. This can be done with conversation-based workflows: You'd enroll conversations based on certain criteria (see the preview below). Once a conversation is enrolled, you can also send emails to the associated contacts:

 

karstenkoehler_0-1620359929111.png

 

Related: A new beta was launched just recently, regarding switching from live chat to email on the same thread.

 

Hope this helps!

Karsten Köhler
Freelance Digital Marketing Advisor

Beratungstermin mit Karsten vereinbaren


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2 Replies 2
natsumimori
Community Manager

Hi @APineda ,

 

You can send the chat transcipt to your contacts when the chat ends. Please check out this knowledge base article: Chat with your website visitors- Email the chat transcipt

karstenkoehler
Solution
Most Valuable Member

Hi @APineda,

 

Not by default, no, except for an email chat transcript being sent for live chats. Any other follow-up would currently have to be designed by yourself, after captuing a visitor's email address in live chat or with a bot. This can be done with conversation-based workflows: You'd enroll conversations based on certain criteria (see the preview below). Once a conversation is enrolled, you can also send emails to the associated contacts:

 

karstenkoehler_0-1620359929111.png

 

Related: A new beta was launched just recently, regarding switching from live chat to email on the same thread.

 

Hope this helps!

Karsten Köhler
Freelance Digital Marketing Advisor

Beratungstermin mit Karsten vereinbaren


Did my post help answer your query? Help the community by marking it as a solution.

View solution in original post