Required email and form fields before chat or bot conversations
I have seen several merged chats suggesting that people leave their email so companies can follow up. I understand this idea was delivered, and a prompt to leave an email was added to the chat feature. However, I am wondering if we can add a mandatory email field to the chat so we have a way to follow-up with leads who do not leave an email voluntarily. My suggestion would be to make this feature optional so companies can choose whether or not they'd like to enable it.
@amchartman@AveryReid could you please elaborate on how the email capture prompt within chat and the optional lead qualify bot solution do not solve this for you? Thank you for your feedback!
We have recently moved to HubSpot and as many people have suggested, some customers jump right into the conversation and then leave. We have no name and no contact, so that is a dead lead.
We have the option enabled to as for an email address after the first message but a lot of customers are skimming over this or not seeing it.
Having an option to be able to force at least and email address would enable us to follow up with a customer after they have left the chat.
@El_Gallo may I know which platfrom did you switch to? We are about to jump in but I need to consider it since I don't know why it took over 5 years to implement this simple request....
+1'ing this. We need a way to "interview" the visitor and capture the information so it is ready for our support agents and salespersons when they go to acknowledge the chat.
**Edit - looking more into this, there is additional chatflow options that are available under Conversations > Chatflows. I plan on using the Knowledge Base + Live Chat chatflow now.
If it needs to be done through a workflow, that's fine, but lets get a solution together and get it documented with setup instructions.
@cdewey22 , this is sitting in the planning stage but has not had any feedback since 2019. Is this something that HubSpot is working on?
I have a prospect that this is a deal breaker to move off their current live chat tool - they need to be able to have a pre-chat form where you can specify mandatory and optional fields. The reason they don't want to ask the questions in a bot is because some fields arent mandatory and you cant get to the next step in a bot without typing something
IF we have 10 customers and know their email, name and company, how to setup the chat that if 2nd customer start chatting then the admin knows who is starting the chat and the whole communication we could save in the current user.
How to setup that code? maybe before calling the chat embed we can add all variables that we need? if yes how ?
So needed. We're having a lot of people type their question in when we are asking for their name. As a contact input, it is vital that the correct info goes in the right place. It is terribly inconvenient to have to find their name and edit their contact later.