Jan 23, 2019 9:50 AM
We've been using Purechat and migrating to Hubspot integrated chat. We would like to be able to ask the name and email address for the client to begin the chat is there a way to do this? I can't find where in the customisation?
Jan 30, 2019 1:39 PM
You can request visitors' email addresses by following the steps here.
With the Email capture setting, visitors will be asked if they want to enter their email address while waiting for a reply from you. You can customize this prompt message:
May 24, 2019 4:29 PM
Please let us know if this issue is persisting when testing with multiple browsers and incognito windows.
If you can share specific examples of where you are seeing this issue, that would be great (a screenshot showing the time the chat launched and what the status is a few minutes later would be great!).
Jul 30, 2019 6:17 AM
The issue is that the visitors ignore the bot questions and instead of entering their name, e-mail och phone number they just keep on going.
- Bot: Hi and welcome to our page
- Bot: May I start with your name
- Visitor: Hello I spoke to you today on the phone and wanted to reach out to you again.
- Bot: Okey "Hello I spoke to you today on the phone and wanted to reach out to you again." thank you for contacting us - may we please have your e-mail as well.
- Visitor: I just want to get some more ansers
- Bot: Sorry but the e-mail you gave us is invalid.
- Bot: Please give us your phone number
- Visitor: Leaves chat conversation.
This could easily be prevented by:
(Excuse the Swedish - I just want to give you a hint on what we are searching for)
When you click the promt message this form appears before the chat can start.
This will force the visitor to enter the information before we can start chatting.
This will also give the posibility to personalize the messages further and also check through if its a current customer, lead or similar so that the chat flow can be adapted to each specifik visitor. But most of all - we will have the information we require to sell.
Se my painted example below:
Dec 28, 2019 5:25 AM
Sep 16, 2019 3:04 PM
Hubspot is clearly not interested or not able to provide this functionality. There are various questions on forums with lots of people asking for the same thing, but Hubspot moderators just skirt the question and offer up their bots.
Ok, bots are cool, but why don't they just answer the question directly and admit this is something they don't want or can't do? Or incorporate their customer feedback into the product?
Sep 18, 2019 3:14 PM
I understand the frustration with Bots! They all work on a linear order of questions that customers do not seem to want to follow but the ability to chat without providing the initial email also encourages more chats to happen.
My advice is to NOT start with general questions on a chat. For example: What can I help you with? < that's a big no!> A bot can not handle these ( atleast not in a way the users expect these questions to be handled)
So I suggest that you start your bot by giving users some options to choose from and then lead the conversation from there. Don't have open-ended questions to start with.
Sep 26, 2019 9:49 AM
Hi! I am the product manager live chat, this is something we are activetly thinking through right now. We are thinking about it in a very similar way to some of the suggestions being made here. We are thinking it would be a form that can be gated before a conversation or if there is no one available, as well as a few more usecases we are working through.
This is on the roadmap so stay tuned!
Dec 7, 2019 9:59 PM
That is good news. HubSpot is meant to be a leader in lead capture (pardon the pun) and the fact that we can't even ask for names and email addresses BEFORE a chat is started means we lose so many leads.
Customers never bother to fill it in because why would they? It's not required to get started. And our agents never ask the customers for that information because why would they? It's too cumbersome of a process.
Every other live chat solution we've ever used, from Live Person way back in 2008 to Zopim then Zendesk Chat as recently as before we migrated to HubSpot this year, have had this function.
I would consider it a basic requirement.
Dec 17, 2019 9:02 AM
Hi @abiblu, thanks so much for your feedback. This is very much on the list for next year and totally understand your perspective.
Once I have a better timeline for the release, I will update this thread and we can make sure we get a list for beta users to give us feedback!
Mar 4, 2020 6:21 PM - edited Jun 19, 2020 8:03 AM
We have a couple of things related to this functionality in the works. We are working first on an API that will allow you to pass the visitor information to the chat widget if they have already logged into the portal. This will allow you to send the known customers' information to the chat widget. That will be in a public beta in July, you can fill out this form for early access.
We will be digging into adding a form like option into the chat widget later this year. We are also exploring adding feedback into the survey. We will provide updates here as we have more details.
Apr 13, 2020 8:13 AM
Hi all- We are middle of development right now. We are hoping to have this out in beta in the next few weeks. I will post as soon as I have a date for the release of the beta and details for getting access to the beta!
Thank you for your interest and I will update you all soon!
Apr 27, 2020 5:17 PM
can we please have this option? is it in beta now?
in order to use the chatbot to its fullest, we would need the option to ask for the email ahead of the first post by the user. that way, if not here, we can easily follow-up. thanks
Apr 29, 2020 12:07 PM
Hi! I am interested in testing the beta for this as well. With our previous live chat function (LiveChat) we were able to accept email address and name before starting a chat with our customer service team. This is needed for us as well and I would like access to the function.
Jun 11, 2020 9:47 AM - edited Jun 11, 2020 9:49 AM
I would be very interested in finding out more information regarding the status of the Beta Test, and would like to be part of the test if possible.
Echoing other users, this would be a game changer for your live chat feature and be an end to the dreaded "Unknown Visitor" isssue