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Chat notifications and end-user 'leave' chat option

End-user chat window must-have features

  • Give them a way to leave/close the chat from their end
  • Show an indicator when the end-user leaves, such as "'User' has left the chat [timestamp]", e.g. when they close their browser or navigate away from the page.  On the support side, it always appears as if the user is still active and we have no way of telling otherwise.

Support user/team notification

  • A nice-to-have feature in the case that the end-user hasn't responded in a while is to set a chatflow notification to remind the assigned user/team that there hasn't been any activity for 'set time' and to check on it to make perform an action.

HubSpot support has also confirmed they have this problem and cannot set any notification for this. They just close the chat if the user doesn't respond in 5 minutes.

HubSpot updates