HubSpot Ideas

dtempleton

End Chat feature

It would be nice if the user could end and confirm that they are ending a chat conversation. A prompt would be helpful as well. Something along the lines of "Are you sure you want to end this chat?"

It would also be nice if our sales team could end the conversation as well, which then could notify the user that the chat has ended.

HubSpot Updates
In Planning
January 30, 2019 04:22 PM

Re: End Chat feature - changed to: Idea Submitted
November 05, 2018 04:39 PM

Hey @dtempleton! Could you please clarify how what you're envisioning is different from closing chats? Is it primarily the extra confirmation prompt you're interested in?

5 Replies
hroberts
HubSpot Product Team

Hey @dtempleton! Could you please clarify how what you're envisioning is different from closing chats? Is it primarily the extra confirmation prompt you're interested in?

hroberts
HubSpot Product Team
 
MicaelaH
Participant

Customizing the end of the chat experience would be great - and it would be nice to have a couple of options for this, as well, rather than just one version for all chats.

The "Your chat has ended" box that appears at the end of the chat reads a bit too strong, to me.
An alternative solution might be to simply ask the user if they want to end the conversation, like @dtempleton mentioned, or you could just put one line of small text at the end of the conversation stating that the chat has ended, and a link with 'continue chatting' or 'start a new chat' after. Placing it in a larger box with extra text and a button seems intrusive.

An additional issue with the box is that it covers the last one or two speech blubs in the conversation, so it's harder to finish reading or click on links that were sent, etc.

AKarbal
Member

Is this something that's currently being looked at? Surely, some visibility on both sides would help to get the most of our interactions. Waiting for a response when the other person may have already left does not create a great customer experience. On the other hand, it would help with some KPI metrics.

JGirard
Member

I agree with the above - here's the quick fix I created. After your action is done, add another if/then branch. It would say something like "Is there anything else you need?" followed by:

> If YES, then [action:speak to rep, email or whatever you want]

> If NO, then chat ends

 

Hope this helps!