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Select different tones for sound notifications or change pop-ups based on what the notification is
I'd love to see different alert tones available for forms, revisits, chats, etc., and perhaps something more intense for incoming chats as they can be easy to miss even with all alert types set to on. As I'm often multitasking, the only thing that ensures I get to a chat within a few minutes is the alert noise, but it's a quick noise that can be missed (We're often on the phone). So, by the time I see the email notification or the notification on my HubSpot page, the user has often left our website already. Perhaps a big red pop up or something like that
I don't understand why Hubspot doesn't have better alerts for Chats. All the others ones we offered, beep more than once or becomes more obvious. You only get one little ding and it's easy to miss that they started a chat or responded. Makes multitasking hard if you are focusing on waiting for someone to respond.
There has been other issues, and then hubspot just marked delivered, but it's the same problem of chats being missed.
The chat is based on quick answers and we have 30-45seks answering-time using our chat-system today. We need to be able to create more dramatic notifications regarding New Chat and Replies.
The same problem with chat as mentioned by others:
I like the way I'm able to personalise the chat with automatic replies and giving people the chance to leave their email, but 1 minute is very little and we never manage to answer in time, when you can't hear when someone is active in the chat.
I agree that there should be more options for notifications sounds (especially when I am away from my desk with a headset on). The sound is too short and doesn't actually come through my headset (it takes about 2 seconds to connect the audio), so it is very easy to miss a notification. Live chats are important to our company, and we don't ever want to miss them.
Also, it would be nice to have more options for reply times. Asking for an email after just one minute is just too short. I think a three-minute option should be added.
We need more options for sound notifications as well. Live chats are important to, and we don't ever want to miss them. We also need sound notifications for @mentions
This is a huge issue. The sound is so low and "tick tick tick". It is definitely losing us sales. We need a louder more reliable notification sound when there is a chat so that we can answer our clients promptly.
Totally agree! We became a hubspot customer through the free website chat app and we have missed so many incoming chats that we are looking elsewhere. A notification menu can't be that difficult and it is very important to me. Update: I have replaced this with Live Chat and it fits the bill perfectly. They also have an HS connector if you want all chats going into your HS database. If HS can get theirs to work like this, It will be a good reason not to go elsewhere for the rest of the CRM
I could not agree more with this!! I miss EVERY chat! I have been asking for this for years. Capture visitors live is essential for any online business. It just blows my mind that Hubspot is ignoring this request!
This is a huge problem for me. I want to use chat as I want to be responsive to visitors, but I NEVER hear whatever notification you have. If I could set it to a unique sound that is unusual for my system, then I would pay attention. My hosting provider has a SUBMARINE PING that is unmistakable on their chat.
This is a wonderful idea and I truly hope this feature gets implemented soon! This is an issue that our Customer Service Representatives face quite frequently and occasionally impacts SLAs (as they are always multi-tasking). An added ringtone when a customer replies with a chat or email would be a huge improvement.
Agree. We are having to abandon HubSpot's live chat and return to Tawk.to due to the subtle nature of HubSpot's notification style for new chats. Too many missed chats, which reflects poorly on us and that's not acceptable.
We will be setting up zaps in Zapier to try to integrate our live chat with our CRM.
Edit: I'm reading others' comments that the tone is harsh. So let me clarify - the issue is that the tone is the same as all other notifications, and our customer service people now get pulled away from whatever other tasks they're working on (including live calls with clients) to see if it's a new chat or a miscellaneous other kind of HubSpot notification.
I agree with you; I often think about putting some very loud and unusual signals on working chats to hear them for sure. I like what my sister did for her online lessons - she used the siren sound from sound effects for commercials. Of course, I can't imagine how she doesn't die of fear and surprise every time, because it's really very loud. You may also be able to use some of these sounds on your work chats, which will help you. I would not advise the only thing is too loud sounds, as it can really scare a lot.
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