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.
@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!
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.
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!!
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!!!
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.
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.
+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.
+1 to @Jenny26 as well. It is essential to provide support for SaaS products. Would love to see some movement in this area as well, now that Hubspot is doing some dev in the Helpdesk
I've already posted previously here but wanted to share that our tech support team is holding off on migrating to HubSpot chat afterall. The primary reason is that our support agents are unable to see the chat visitor's browser type, device type, location, IP address, OS, the website page they're on, etc in the HubSpot chat tool. This is a major limitation. Unfortunately, this means that we are not able to use the amazing HubSpot AI Support Agent with our current live chat provider and so are holding off there as well.
We also need to sadly shift from Hubspot to other tool. This feature is a huge limitation for Suppor team to identify the visitor or get their info. Also, with increased in pricing model but limuted feature is not working for us.
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