Ability for customers to view chat history after entering identification

Currently, when visitors use the chat widget on different browsers, they will not be able to see the chat history, as cookies are browser specific. 

 

For continuity and convenience from the customer's point of view, it would be useful if returning customers who identify themselves with their email can view their previous chat interaction from any where they log in. This is especially so for HubSpot users who use the chat function mainly for support functions, where ease of continuity is important.

 

 

 

 

HubSpot updates
4 Replies
william-aterlo
Occasional Contributor

We should not have to care whether your tool is based on cookies or something else.  Our customers expect a seamless experience, and they should in this day of cloud-based computing.  Thanks for submitting this, though in my mind, it is a blatant bug that needs to be fixed asap.

HubSpot Product Team
HubSpot Product Team
updated to: Not Currently Planned

While we understand the desire for continutity, without using cookies in addition to email identification, the site visitor's security is at risk, as anyone visiting the site could enter their email and see their chat history.

william-aterlo
Occasional Contributor

Cookies are 20th century technology.  I was really hoping you'd consider going into token-based authentication...  Intercom can do it.  Why can't you?

HubSpot Product Team
HubSpot Product Team
updated to: In Planning