Show when visitor has left Chat page

 

I think it would be useful to know if the person at the other end of the conversation has closed the browser or has otherwise left. Otherwise it's just guesswork when to close the chat if things go quiet.

15 Replies
Occasional Contributor

There is currently no method of knowing whether a visitor who is using Live Chat is still active on a site.  Before sending a reply, it would be useful to know if the visitor is still browsing the site or if they have left.  It would also be nice to know if they still have chat open or have closed it.

HubSpot Product Team

Hey @AndyMason! We have a similar idea regarding IPs, and best practice on the community is to have one idea per post, so I'm going to rework this one to specifically be for your first idea. Feel free to file a different post if the one I linked to doesn't fit your use case!

Occasional Contributor

Fine by me, thanks - happy to split the post into relevant sections. 🙂

 

All the best,

 

  Andy.

New Contributor

I agree this would be a VERY useful feature. As we don't know when our customer leaves and we don't want to waste our employees' time waiting for a response that may never come. 

Status updated to: In Planning
HubSpot Product Team
 
Regular Contributor

Adding +1 here as well. I happened to stumble across this other thread requesting the same thing. 

https://community.hubspot.com/t5/Sales-Hub-Tools/Chat-visitors/m-p/209908?advanced=false&collapse_di...

 

This is definitely needed. Let's upvote it!

Visitor

hola, si estoy de acuerdo es muy importante saber si el usuario se ha hido de la web para poder cerrar la conversión correctamente. Asi como tambien saber por donde esta navengando. Además si dejan mesanje es interesante saber quien es dejando un correo para poder responder la pregunta. Seria un chat más completo y mejoraria el servio al cliente.

Occasional Contributor

We would really like this feature - has it ever been built?

Occasional Contributor

I 100% agree. This is something my team has been asking for since we launched our chatbots.

New Member

+1 This would be super helpful!

New Contributor

Super useful thing to have in the chat! Also a conversion to Email conversation would be great if the user has already gone offline.

Thanks

New Contributor

when a visitor ends the chat OR leaves the website we need to be able to see this on our side. Effective communication means knowing that I've been heard, rather than simply hoping or assuming. 

 

If I have their email from the start of the chat and they end the chat or leave the site and there's no way of me knowing, and so I respond to their enquiry, not knowing that no-one is reading it, and so nothing is triggering me to email them a response - which may have otherwise generated a sale. If I could see their enquiry, see that the chat has ended, then I would know to email them.

 

 

Occasional Contributor

I hope that this feature will come with an option to say "automatically shift to email conversation if visitor laves site"

New Contributor

I feel like there should be an auto time out of inactivity to end the chat. All I know is other chat systems I use to have things like average or median chat duration. The current "time till chat was closed" sitting at 42 hours, seems incorrect in either how it gathers the information or does not have the right things in place for how to capture the information. 

Occasional Contributor

Please add this.