HubSpot Ideas

lindsayroseryan

Log visitors IP address immediately in chat

Other messaging tools capture the end user's IP address immediately when they initiate a conversation with a representative. This is a valuable piece of information the ensures that the customer has the best experience possible.

 

There are many situations where the location of a customer will determine how the conversation is handled (which representative should handle the message, which products are available for a customer in that location or whether they need to purchase through a distributor, and so on and so forth).

 

Since HubSpot does capture IP addresses in other parts of the platform it seems like a simple ask for this to be extended to include the Messaging tool.

 

 

46 Replies
ivanarefin
Member

I agree.
Let me share an use case, when a find a NON-CONTACT asks for a confidential detail such as client contact email, it's really difficult for us to determine without knowing the location information if the person is from my client's region/country or s/he is some sales person from India.

This is a very basic feature available on many chat platforms, hence this is a must!!

PLamb
Member

Any update on this feature as it seems to be requested a number of times over the past 3 years.  The reason I would like to have this feature is to hide the chat within certain countries or contacts (competitors).  Currently they only show as unknown with no further details even though they have started a chat and clicked options. 
Please can we have an update!!!

AVChrista
Contributor | Elite Partner

This feature would be awesome! Especially when we have visitors engage with a chat bot and they only provide their name or preliminary email and not their email address (which HubSpot uses as the unique identifier for contacts). If the IP address could be used for these contacts, it would help eliminate duplicate contacts getting created.

Jenny26
Top Contributor

I think this is related to a need our team has in using the HubSpot chat. 

 

Our technical support team is moving over from another chat support tool to using HubSpot Chat. The other tool allows for our support agents to see the chat visitor's browser type, device type, location, IP address, OS, the website page they're on, etc. We would like to see this data available in HubSpot chat, as well, for individuals we are chatting with. Knowing this helps us resolve tech support issues with our software. 

 

Thank you!

Jenny

KQuinn89
Member | Diamond Partner

+1 to Jenny's use case! We're helping a client migrate from Zendesk to HubSpot and the pre-conversion information they're able to view in Zendesk is extremely important to their support team. 

KQuinn89
Member | Diamond Partner

+1 to Jenny26's use case! We're support a client (likely moving over from the same tool) and they're requesting the exact same features.