HubSpot Ideas

catan

Customize the message sent after the user submits their email address

Currently, in a regular live chatflow, after the user submits their email address, a default message shows – "Thanks. We'll be in touch as soon as possible."

Screen Shot 2019-07-05 at 4.22.04 PM.png

 

This could make the visitor think that there's no one online and could prompt them to leave the chat. It would be awesome if there's an option to customize the message here.

13 Replies
Anonymous
Not applicable

Agreed - even if you don't have a bot turned on to prompt additional messages, the same message appears when you input email into the default box.

cursu
Contributor

More customizations would be great!

rick_d
Contributor

Hi there, leaving a comment because this is an important function to edit, since especially in other languages like german you would have to choose between the formal or informal wording, currently it is using the formal one which causes friction for companies that choose a more personal and informal customer journey.

DanielSterley
Member

Agree!! 

rusdragos
Member

We are using this functionality to capture email addresses for future followup, so it's kind of misleading to tell the customer "Thanks for your email we'll contact you soon" while he is waiting for the chat operator. Please upvote and let's have this 5 min cutomization in hubspot soon. 🙂 

AreebAhmad
Member

Currently, in the chatflow, once a user submits email, the bot replies "We typically reply in a few minutes"
It is absolutely necessary to be able to edit that message and to me, it looks like a low LOE task for Hubspot so why not do it?
You have customized other auto-reply messages in the chatflow. Just do the same for this message
What if we cannot reply in a few mins?

ICazacu
Member

I agree. It would be so useful to customize the message sent after the user submits their email address in a regular chatflow!

Advent
Member

Almost three years since this idea was submitted, and still not delivered? That is a concern. We are currently considering hubspot for chat, but find that it lacks a lot of basic configuration options. This particular item should really simple to implement. Same with the ability to collect name up front as well, which is very common in other chat services out there. Disappointing that HubSpot does not take these type of ideas seriously and delivers after all this time.

daniraper
Participant

This is VERY frustrating and it gives the wrong message to the customer. PLEASE prioritize this ASAP!

PGambhir
Member

Can you please make this option editable? Do not think it is too difficult to implement.

JHooiveld
Participant | Platinum Partner

We really need this for a client. Also, this not only happens with live chat, but with chat bot too.

LTemmler
Member

Would love this box to be editable as well. Hubspot admins - help us! 

FWegener
Member

I have just found something that solves my problem: 
When you go to inboxes->channels->availability, you can set how quickly you respond. You can change this to "a few minutes" or "a few hours", etc.
https://app.hubspot.com/live-messages-settings/1234567/inboxes/12345678/edit/live-chat/primary/avail...