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.

 

 

HubSpot updates
Jun 5, 2020

@Qt We do store that for visitors as well on the contact record, which is avail when they are visitors. We will be working to bring this into the inbox in the future. I would love to hear more about how your team manages their assignment? Do they do that manually?

 

 

@USC-Steve The team is also working on bringing what we are calling "presence" into the inbox as well in the future. That will basically be an indicator if they are still on your site or if they have left. Keep an eye out for that announcement! 

changed to: Being Reviewed
Jun 1, 2020

Hi all- We currently are storing the IP geolocation for a chat on the contact under the IP properties. We will be doing work in the future to bring this information into the inbox for the agents to be able to leverage while chatting. We will post an update when we have more details on this work in the next couple months. 

27 Comentarios
Colaborador ocasional

We have just switched over from LiveChat Inc. which showed the visitor's IP address and therefore City/Country location. This is an absolute must for our company when engaging a visitor on a chat on our website. Some countries we are not able to assist, some we can only offer certain products/services. To be able to see information in the conversations inbox when chatting to a visitor would be ideal!

Equipo de producto de HubSpot
Equipo de producto de HubSpot
Estado actualizado a: Being Reviewed

Hi all- We currently are storing the IP geolocation for a chat on the contact under the IP properties. We will be doing work in the future to bring this information into the inbox for the agents to be able to leverage while chatting. We will post an update when we have more details on this work in the next couple months. 

Colaborador habitual

@cdewey22 Do you mean we might actually get IP geo for visitors now, and not just exisiting contacts? This would be so great for our team to be able to assign chats by IP country to the regional managers of that country.  Then French poeple could be connected immediately to a French speaking rep before even asking for their name or email address (which typcially scares peopel off as it is 😉 

Colaborador habitual

I just want to be able to see if the visitor has left the conversation. We sit there waiting for them to reply and they have closed their browser.

Equipo de producto de HubSpot
Equipo de producto de HubSpot

@Qt We do store that for visitors as well on the contact record, which is avail when they are visitors. We will be working to bring this into the inbox in the future. I would love to hear more about how your team manages their assignment? Do they do that manually?

 

 

@USC-Steve The team is also working on bringing what we are calling "presence" into the inbox as well in the future. That will basically be an indicator if they are still on your site or if they have left. Keep an eye out for that announcement! 

Visitante habitual

We need the IP address tracking on hubspot conversation and shown instantly in order to assist weeding out spam and fake enquiries.

Much needed feature that is available with Intercoms messenger service.

Colaborador ocasional

I support this sugestion as we have multiple local online stores around the world - if we knew what country the customer was located in, we could provide the right links, discount codes, etc.