Send Notification to Visitor on Conversation Reply - changed to: Idea Submitted

[briley]

After collecting a visitors email address within a chat conversation, it would be great if the system could send a notification to that visitor when an agent replies, so they know that their conversation is being actioned and are able to follow up themselves.

This would allow for better customer relationships, as at the moment it may seem they have been ignored if an agent were only to reply to the conversation rather than starting an email chain with the visitor.

[Stellaivano]

I can't agree more with that!

[AveryReid]

I strongly agree with this. Ideally, I would like it to send them an email with my reply directly in the body of the message and a link for them to head back into the chat to reply if they need to. This is something we've lost since moving over from LiveChat Inc. Previously, if the chat wasn't active (meaning both of us still on that page actively replying to messages) the message would send via email. Since moving over to HubSpot we've had a number of clients say that we haven't replied to their support message when, in reality, we had it was just sitting in the chat waiting for them to return.

[hroberts]

I believe I misread this idea as initially filed, as requesting better in browser notification for the visitor of a new chat, which we have since Delivered. Marking this back to Idea Submitted to specifically track the email notification use case @AveryReid  detailed!

[hhiggins]

Hello! My name is Hallie, and I’m a Program Manager on the CXM Team. This isn't currently on the roadmap, so I am marking this as ‘Not Currently Planned’ for the time being. If anything changes with this feature request, I’ll update this post with relevant information right away. Thank you for your understanding and continued feedback for our product teams in the meantime!