Lead Capture Tools

khart1
Participant

Can't Associate Live Chat Contact

SOLVE

Hello, I just chatted with an unknown visitor. I got his name and email address and now I would like to create a contact associated with the chat. I've done this countless times before, however, this time, there is no option to add the contact information in the right panel per the hubspot instructions as I have done in the past. How can I associate this chat with a new contact? Help! For a moment I thought maybe it was getting associated with a miscellaneous contact so I chose the disassociate option, which didn't seem to do anything or make a difference. Here is a screenshot of what my right panel looks like in the chat. Normally, I would see these options but above that there would be an area for contact info and to associate the chat with existing. That option is not currently available. 

 

Screen Shot 2020-07-21 at 5.00.59 PM.png

0 Upvotes
1 Accepted solution
PamCotton
Solution
Community Manager
Community Manager

Can't Associate Live Chat Contact

SOLVE

Hello @khart1 

 

You are welcome, thank you for letting me know.  If this happens again, my recommendation would be to clear your browser cache ( instructions here

And of course, let us know if you need further assistance. Smiley Happy

 

Kindly,

Pam

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3 Replies 3
PamCotton
Community Manager
Community Manager

Can't Associate Live Chat Contact

SOLVE

Hi @khart1 

 

On top of "create a ticket" do you have the following option in your end?

 

Associate VisitorAssociate Visitor

 

Also when you click in "More" what are the options available in your end? Currently this customer still as Unknown user?

 

Thank you,

Pam

Você sabia que a Comunidade está disponível em outros idiomas?
Participe de conversas regionais, alterando suas configurações de idioma !


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Join regional conversations by changing your language settings !




0 Upvotes
khart1
Participant

Can't Associate Live Chat Contact

SOLVE

Hi Pam, Thanks for your reply.  As of yesterday, no, I did not have the option to "associate visitor" like in your screenshot and when I clicked "more" I only had an option to "disassociate" visitor, which I had clicked several times. It was all very strange. However, I have since logged out and logged back in and now all of the expected options are available. It must have been a glitch. All is well that ends well. Thanks for your help!

PamCotton
Solution
Community Manager
Community Manager

Can't Associate Live Chat Contact

SOLVE

Hello @khart1 

 

You are welcome, thank you for letting me know.  If this happens again, my recommendation would be to clear your browser cache ( instructions here

And of course, let us know if you need further assistance. Smiley Happy

 

Kindly,

Pam

Você sabia que a Comunidade está disponível em outros idiomas?
Participe de conversas regionais, alterando suas configurações de idioma !


Did you know that the Community is available in other languages?
Join regional conversations by changing your language settings !