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.
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!
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!
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.
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.
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!
