Great minds think alike

Since there's a fairly low amount of Triggers allowed when configuring an Agent, it would be great to have the triggers be a bit more flexible and behave like keywords rather than having exact-matching on. I'm using a lot of my limit of Triggers on variations of words like "cancel" and "cancellation", when a smarter keyword setup would capture "cancellation" from "cancel". ...read more

It would be great to have a feature in the Conversations Inbox that can highlight the priority of certain contacts/companies that come in through the live chat.    For example, there are top tier companies that should be prioritized and when their chat comes in, it gets highlighted in the support inbox and the support team can attend to their chat first. It can come in a form of a highlighted dot etc.   Requesting on behalf of a customer!  ...read more

It would be great if there was an option to integrate the live chat tool into my own mobile app.  I'm helping manage the process of building an app for my company and need a troubleshooting/chat feature.  Rather than coding the whole thing up, I was thinking about how nice Hubspot's live chat feature is on our website and thought it would be perfect for our mobile app as well.  Unfortunately, it doesn't look like there are any API's/SDK's to integrate into other mobile apps for now. ...read more

I have recently been using the AI Chatbot (Beta) which is a huge step up from a standard chat flow, love it!   One slight downside is that if the customer requests to speak to an agent, and there is not one available, the chat will be unassigned and leave the customer hanging, which is not great.   I tried using the 'Collect email after no agent response for a minute' feature, but this did not seem to trigger a message.   It would be great to have a feature where if an agent is not available, the chatbot will apologise and ask the user if they'd like to submit a ticket instead, so we can get back to them rather than them waiting. ...read more

We’d like HubSpot to support customization of the live chat widget icon and the notification sound users hear when receiving a message. These changes would dramatically improve user experience, brand consistency, and the perceived quality of the chat interface, especially for customer-facing, product-led businesses. Who It’s For This feature is designed for teams that rely on live chat as a core engagement channel, particularly: Modern SaaS  and AI companies and branded web applications Tech-savvy users who expect a polished UI Businesses using HubSpot’s live chat as their primary customer touchpoint What Problem It Solves While HubSpot’s current chat widget is functional, it lacks key personalization features:   1. Chat Icon The default bubble icon feels outdated and does not always align with a company’s visual identity. For brands that emphasize sleek, product-led design, the chat launcher is often the first visible support element, and a generic icon undermines that experience.   2. Notification Sound The current sound is dated and cartoonish, with no alternative options or customization available. This results in: Missed messages, especially in multitasking environments A lack of tone control, as brands cannot match their sound design to the user experience A missed opportunity to delight users or reinforce brand personality To emphasize how serious this is, these problems alone are making us reconsider our decision to go with HubSpot and we're currently seriously evaluating using Intercom for support/service instead. Why This Matters For companies like ours, live chat is not just a support feature. It is a central part of the product experience. It is often the only human touchpoint in the customer journey, and the look, feel, and sound of that interaction have a big impact on: Brand trust Perceived responsiveness User satisfaction Today, HubSpot’s chat experience feels behind, like it was created in 2012. It comes across more like a minimal add-on rather than a polished, high-impact product. That perception can impact adoption and customer satisfaction scores. Inspiration: Intercom We are inspired by Intercom’s attention to UX details: The ability to upload or select a custom chat launcher icon (such as an avatar or branded illustration) A modern default sound and more refined notification audio options A chat widget that feels native and polished on design-forward websites and apps These customizations help live chat feel like a natural and professional extension of a company’s brand. Proposed Capabilities Chat Icon Customization Upload a custom icon or select from a curated icon library Optional animation or hover effects A redesigned default icon that feels more modern and minimal Notification Sound Customization Choose from multiple professionally designed sound profiles (such as subtle, sharp, or calm) Optional ability to upload a custom sound Option to mute or adjust sound settings per session or per user Closing Thoughts Modern businesses, especially in SaaS and AI, treat customer support as part of the core product experience. Live chat should reflect that. These two enhancements would significantly improve how HubSpot live chat is perceived by both users and customers. ...read more

Currently, HubSpot Chatflows have limited design and layout customization options. Introducing multiple design templates and flexible layout choices would help businesses better align chat appearance with their brand identity and website design. This improvement would make chat interactions feel more personalized and visually consistent, enhancing visitor engagement and overall user experience. ...read more

Provide whatever questions are needed within a customer agent chat for the customer to be able to close the chat, and for the ticket to automatically close. "Did I answer your question?" customer responds with thumbs up (would prefer yes/no buttons) "Would you like to close the chat?" customer responds with thumbs up (would prefer yes/no buttons) This way the customer would be presented with the chat satisfaction survey right away, and their transcript would be emailed.    This only makes sense for a function that is supposed to enable self-service, and is particularly helpful to the support agents when no one is available or it is after hours.   Most live chats offer a way to close the chat.     ...read more

When I do reports thinking about metrifying SLAs, we have a very long average response / closing time, given that when a chat is open on Saturdays, it is only closed on Monday. It would be very useful if we could create reports related only to "business hours" or also for other possibilities. ...read more

Nous utilisant l'agent breeze pour alimenter le chatbot de notre site par l'IA et permettre à nos clients de trouver leur réponse en autonomie.    Nous souhaiterions pouvoir avoir un second agent breeze, synchroniser avec une base de connaissance spécifique, qui serait dédié à une utilisation en interne par nos conseillers clients.  ...read more