Live-Chat: Ask for name and email before Chat begins

New Contributor

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?

 

41 Replies 41
Community Manager

Hi @carococo

 

You can request visitors' email addresses by following the steps here.

 

Steps include: 

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:

  • In your HubSpot account, navigate to Conversations > Chatflows.
  • Hover over the chatflow you want to customize the email capture message for and click Edit
  • On the Build tab, click the Ask visitors for their email address dropdown menu and select one of the following options to determine when visitors will prompted for their email:
    • Immediately after first message is sent
    • If no team member responds after 1 minute
    • Do not ask for email address
  • In the Email capture message field, enter your message. 
  • Click Save

 

Thank you,
Jenny


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New Contributor

This solution doesn't help. You can't ask them for their name before they start talking to you. So you never know who it is unless you ask.

Regular Contributor

I just launched a new chatflow with the Request Email after 1 minute of no contact response.  It does not seem to work.  Also....1 minute is an eternity.  Is there a way to shorten this to 30 seconds?

Community Manager

Hi @opendorz,


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!).

 

Thank you,
Jenny


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Regular Contributor

Hi,

 

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.

 

Example

- 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)

Promt messagePromt message

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: 

 

Self made exampleSelf made example

 

Best regards,

 

Michael

Occasional Contributor
I echo this. We’ve been using Purechat for a while but have no switched to hubspot but I’m already starting to become frustrated with this issue. Although I don’t want to I’m tempted to go back to pure chat until hubspot bring this in as a standard feature to their chat.
New Contributor

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?

Esteemed Contributor

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. 

Thank you.

-AM 

 

 

Hope this helps
Thank you.
-AM8 
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HubSpot Product Team

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! 

 

Thanks, 

 

Cassie

Regular Contributor

Hi Cassie,

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.

HubSpot Product Team

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! 

 

Thank you, 

 

Cassie

New Member

Hi team, any update?

Regular Contributor

Hi Cassie,

How is progress on this task? Any news on beta testing it?

HubSpot Product Team

Morning- 

 

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. 

 

Thank you

Regular Contributor

Thanks, Cassie. Keep us updated.

 

I just opened our live chat inbox and almost had a heart attack seeing the hundreds of "Unknown visitors" in the last few days alone. Looking forward to get this resolved.

New Contributor

We are very interested in this feature as we used to have it with other chat software

 

We are interested in being a beta testers  jdepelteau@flexpipeinc.com

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0 Upvotes
Visitor

Hi Cassie

 

Awesome!  I'm definitely interested in testing this out as well when it gets released in beta

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Regular Contributor

Hi Cassie,

Any ETA for the beta test to be available?

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0 Upvotes
HubSpot Product Team

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! 

 

Cassie

New Member

We have just migrated from Pure Chat as well and this seems to be a pretty basic function. Now more than half the incoming chats have no name or contact details. Sincerely looking forward to this! Thanks

New Member

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

Regular Contributor

Counting the seconds to test it.. 

Occasional Contributor

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. 

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0 Upvotes
Regular Contributor

Hi Cassie,

Is the beta close to release? We're all eager to test.

Occasional Contributor

Hi,  pleased to hear this has been developed as I also see it as essential to the chat. How did the beta tests go? How do we get access? Thanks

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0 Upvotes
Regular Visitor

Hi Cassie,

 

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

 

Many thanks.

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New Contributor

Any updates on the timeline for this feature?

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0 Upvotes
Occasional Contributor

Hi cdewey22,

 

Actually we don't need to use API, stop it 🙂

 

We simply need a form before chat, please do it asap,

 

Please provide us your roadmap and plan,

 

Regards,

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0 Upvotes
Visitor

We went ahead and used Chaport instead because of this issue. So many unknown chat during off-hours. 😞

 

Any progress?