I just installed Conversations on our site and am very excited about the prospect of capturing and cookie'ing new leads this way. We had previously used Intercom which is a great service but having the website-chat live inside Hubspot is awesome.
However, the UX has to be way more customizable, like ASAP.
I did a test conversation with myself and receive a chat transcript via email afterward. Some big things that stood out were:
1) The subject line: "Chat transcript on www.prosoundeffects.com/"
What? how about pull "StoreName" or whatever the token is, rather than "URL?"
2) The "from email": "Jeremy Siegel from mediaspora LLC"
That mediaspora LLC is pulling from our legal business entity name, somewhere deep in the depths of Hubspot registration. Our dba, store, and company name are all "Pro Sound Effects."
More nice-to-have realm:
3) A "get back in touch" CTA? (You're Hubspot, the CTA masters!).
4) Turn off emailing transcripts to customers entirely, or allow the customer to choose to receive it or not (most websites DO NOT defaultly email you a transcript of the chat).
#1 and #2 could actually hurt our brand and I'm considering deactivating Conversations and putting Intercom back up until these are addressed.
Thank so much for all this feedback. We are considering the feedback outlined in this issue and will update this ticket in a few months. Thanks!
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