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Status: Not Currently Planned
AndyMason
Submitted by on ‎Aug 24, 2018 3:31 AM

 

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.

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28 Replies
jk12
Participant
‎Sep 14, 2021 10:50 PM

This is a very serious dealbreaker for hubspot live chat which makes the feature completely unusable. If the agent isn't sure whether the customer is still in the conversation and seeing their messages, they have no way of knowing whether to follow up instead on a different channel e.g. email.

JPak
Participant
‎Feb 16, 2022 7:43 PM

+1 for this request

 

It would be VERY helpful to know if the customer has left or "abandoned" the conversation before a customer service rep has completed the customer's task/answered the customer's questions. If there is a way to tag or track the conversation as abandoned or incomplete, that would be more actionable and suggest following up with the customer.

visitor125
Member
‎Nov 21, 2022 4:39 AM

Ridiculous that this isn't possible for such an expensive CRM. Upvoted.

doter
Participant
‎Feb 3, 2023 2:12 PM

Has this been resolved?

 

ER5
Member
‎Feb 27, 2023 7:00 AM

Any updates on this one?

DNesbitt2
Member
‎Nov 1, 2023 5:45 AM

Has this really been "in Planning" since 2019??!!

Adam_W
Contributor
‎Nov 27, 2024 9:28 AM

@DNesbitt2 Yup. It looks like it's still in planning. 😬 I might have a chat with my CSM as it's renewal season. 🤔

Not Currently Planned
hhiggins
HubSpot Product Team
HubSpot Product Team
‎Oct 7, 2025 12:46 PM

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!