I wish there the opportunity to show a different name in the live chat profile than the user name. For privacy reasons I don't want every website visitor to see my full name and would prefer using an alias or to show only the first name.
This is very essential to protect support employees and make sure unknown website visitors don't interfere with the privacy of them.
This is a GREAT suggestion. An alias capability for paid HubSpot users would be the most ideal (and super easy).
I was told we needed to 1.) create a completely new user within our mail server and 2.) create a new user within HubSpot AND 3.) leverage an entire paid HubSpot license to simply generate a single alias.
Seems ridiculous to burn a "paid" license for the benefit of having ONE alias. The alias wouldn't use 99.9% of the HubSpot functional platform. This is especially true for small companies who will probably benefit most from having the ability to appear as if they have a larger team helping their customers.
How hard could it possibly be to create a default "chat" persona template? At least one.
I completely agree. I would like to upvote this as well.
We manage chat for a HubSpot client in addition to having HubSpot clients we don't provide that service for. I would have to manually log out of my agency account to log into the client accounts (that aren't connected to my other clients).
This is also helpful since the chat transcripts currently comes from myname@agency instead of the client.
Being able to setup aa default chat persona would be helpful.
This is really a must when you are testing business processes and interactions, you will often want senior people or people who are not on the sales team interacting with visitors in order to built/tune the interactions, and the last thing you want is people using your chatbot to sell to you, so an alias capability is very important for any serious use.
This can now be achieved when editing your chat message, under Step 3 - Display, there is an additional drop-down option for "Custom name and avatar". There you can set the name and the avatar. The routing will work as specified on Step 1 - Build. The only issue is if you would like to show multiple people available on Live Chat - as this is just one alias user.
While Hubspot now allows you to create a custom name and avatar while in a chatflow, once a user connects to an agent on chat the agent's name shows (which is the first name in our profile info). We have gone to LiveChat for our chat because of this. We want to be able to show the name as the company name and the NOT the first name of our agent's profiles.
Yes, me too! After two years this still hasn't been addressed? Come on HubSpot!
When I set up my live chat, I thought I was able to set up a generic name for our entire company. One day I was thrown off when someone called me by my first name. I then started getting several emails - not emails that should be coming to me - that could have been avoided if my name was not associated with the live chat.
please keep me in the loop as well! the custom avatar is useless once an agent connects to a chat and the agent's real name as set up in his profile, is shown, instead of the custom avatar, whic promptly dissappears.
we need a completely independent chat profile by user from the same user's internal profile. So at least image and display name should be possible to set for each chat user. We don't (always) want our chat responders to be recognisable to casual website visitors.
Last update from product team in June 2020 said there'd be another update in a few months. Can we have an update please! We're avoiding adding paid seats because of this - it's preferable for the team to share a seat for chat so we show a consistent name.
a.k.a. Hubspot - add this feature and we'll end up giving you more money!