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 Chat Icon The default bubble icon feels outdated and does not always align with a company’s visual identity.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.
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