Jan 9, 2023 12:24 AM
I want to branch on if the user did not get the answer from the knowledge base, and redirect it for live chat. Is this possible in Hubspot Chatflow?
Jan 9, 2023 5:22 AM
Hi @DineshZende, Yes, it is very pretty easy possible to branch on if the user did not get the answer from the knowledge base in HubSpot Chatflow.
To do so, you can add an "if/else" condition to the flow and use it to redirect the user to the live chat if they did not find the answer they were looking for.
Jan 9, 2023 9:43 AM
@Syeda_Fatima Can pleae elaborate it, because in the if/then branch I could see only following options
Jan 10, 2023 3:42 AM
Hey @DineshZende, You can display the live chat widget when a visitor is on a specific page URL, or based on known information about your visitors.
You can also combine the targeting options to create a tailored, personalized experience for visitors to your site. Learn more about the different targeting options and targeting rules you can use with your chatflows.
You can also target your live chat to specific contacts based on known information about them. To set criteria based on visitor information, in the Visitor information and behavior section:
If you have multiple filter groups set up in your targeting rules, learn more about how and/or logic works in targeting rules.
Hope this helps!:)
Jan 10, 2023 6:01 AM
Hi @Syeda_Fatima ,
Appreciate your time and support. Sorry, but the answer is not specific to the question asked.
I want to have a branch on the outcome of the knowledge base.
(1) If the answer to the question asked is available
(2) Or the answer is not available
Hope it is clear now. 🙂
Jan 10, 2023 6:26 AM
Yes @DineshZende, it seems clear. As I had caught the concern you want to add workflow based on the knowledge base.
Let's suppose, you will add some knowledge-based doc on your website based on the customer queries and if the answer will be related to any added knowledge-based, they will be redirected to them else they will be connected to live support.
This is very easy to do, and HubSpot has already an available guide on this concern, I would suggest. Please have a glance at the attached guide: https://knowledge.hubspot.com/workflows/use-if-then-branches-in-workflows
And let me know if more details are needed. This might resolve your concern. 🙂
Jan 10, 2023 8:02 AM
@Syeda_Fatima Thank you very much. I will go through the documentation provided and implement a POC for it. Appreciate it.