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

carococo
Member

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?

 

68 Replies 68
STruyens
Participant

Are there any updates on this? Can't seem this feature yet.
Thanks!

0 Upvotes
PamCotton
Community Manager

@STruyens @TC_MI , 

Please upvote this post here,

since the idea is currently in planning. You should have this option soon.

 

Thank you!

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repumartek
Participant

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,

TC_MI
Contributor

Add me to the beta testing, please!

 

0 Upvotes
TC_MI
Contributor

Hi Cassie!  I see you posted this over a year ago.  Any update?  I understand these things take time, but wondering if this is currently being looked at?

 

0 Upvotes
gilcags
Member

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

 

Any progress?

PamCotton
Community Manager

Hello @gilcags 

 

You are able to create chatbots where the bots will collect this information, we have this article explaining more about it : 

Choose your bot actions 

 

I hope this helps,

 

Kindly,

 

Pam

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abiblu
Contributor

Hi Pam,

Unfortunately, chatbots are not the solution here.

 

We're using chatbots now and people just ignore the questions or answer them incorrectly.

 

FOr example:

 

Bot: "What's your name?"

Customer: "I just want to buy a product"

 

Then the bot logs the customer's name in HubSpot as "I just want to buy a battery".

 

We then send out a marketing email that starts:

 

"Hi I just want to buy a battery,"

 

As you can see, a terrible experience for all.

abiblu
Contributor

This is a huge frustration

PamCotton
Community Manager

Hi @abiblu 

 

 I would like to apologize for the frustrations and business impact this has caused. Thank you for your feedback. 

I believe the best option at the moment is to access the beta once is available as @cdewey22 posted here.

 

Kindly,

Pam

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0 Upvotes
portyushan
Participant

Guys .. any update on this .. can't believe it take this much time to get this done 

batybarrjm
Participant

Any update on this feature?

0 Upvotes
portyushan
Participant

Pam any update?

0 Upvotes
PamCotton
Community Manager

Hello @portyushan @batybarrjm,

 

No updates at the moment, but please continue leaving your feedback as our team are always checking our Community.

 

Kindly,

Pam

 

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0 Upvotes
AlexKilobaser
Member

We have the same issue, we loose too many leads because customers write chat messages without entering their mail. We'd also strongly suggest to implement a mandatory email input feature for the live chat, beforehand.

0 Upvotes
PamCotton
Community Manager

Hello @AlexKilobaser,

 

Thank you for sharing your feedback with us!

Currently, HubSpot does not make the name and email fields mandatory when your chat first begins.

I was able to find this post in the HubSpot Community Ideas forum. Upvoting here will alert our Product Team to the popularity of this request. Doing so will also auto-notify you if/when this functionality becomes available within HubSpot. You may read more about how that review process works here. The idea is currently in planning.

 

Kindly,

Pam

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timothy2
Participant

Name and email do not need to be required.  We just need an optional form to capture the info.  I have just installed Hubspot chat.  I am getting unknown visitors.  I think I will switch to chaport.

 

Besides chaport and purechat, what other chats support initial email & name capture?

0 Upvotes
PamCotton
Community Manager

Hello @timothy2 ,

 

Please upvote this post here ,

since the idea is currently in planning. You should have  this option soon.

 

Kindly,

Pam

 

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NJones9
Participant

We just moved from Live Chat and leaned heavily on capturing this early information. Have there been any updates to when this will be live?

I agree with everyone that has posted on this form that it should be a pretty standard product, and I consider it almost to be a deal-breaker with the success we were having with this feature.

 

0 Upvotes
timothy2
Participant

After leaving Hubspot chat, I have tried many chats and settled on tawk.to, which is free and offers a lot of features including initial form.  Unfortunately, we need to manually add the leads to Hubspot later.  But it is still a better solution than using Hubspot chat.

PamCotton
Community Manager

Hello @NJones9 , I would also recommend to upvote this idea here

since it's in planning and you will be notified once it's in beta to participate. 

 

Kindly,

Pam

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arthurhalevy
Participant

Any updates on thismuch needed feature?

0 Upvotes
PamCotton
Community Manager

Hello @arthurhalevy, please upvote this idea here

as any updates will arrive there first. Looks like it's in planning.

 

Kindly,

Pam

 

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Skyler_Reeves
Participant
Well this is a crippling piece of functionality missing. We’re sitting at two years later and it’s still not live?
sharonlicari
Community Manager

Hi @Skyler_Reeves 

 

Welcome to the Community and thank you for the feedback. In this post, you can find how the HubSpot Ideas forum works and what to expect for each status. 

 

The good thing is the idea is currently in planning, I'd recommend upvote for the idea here as any updates will arrive there first. 

 

Thanks

Sharon


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Skyler_Reeves
Participant
It appears it’s been pending for a couple of years now. LiveChat integrates with HubSpot right? I think they have what we’re looking for assuming I can pipe the data into HubSpot.
0 Upvotes
COsborn
Participant

Any update on where this feature is at in development?

0 Upvotes
PamCotton
Community Manager

Hello @COsborn, for any updates about this matter, please upvote this post here, since the idea is currently in planning. You should have this option soon.

 

Kindly,

Pam

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JAllen0
Member

Can I do a live phone chat for help with this website

 

0 Upvotes
PamCotton
Community Manager

Hello @JAllen0, could you please provide us more information?  The more information, screenshots, and details you can provide, the better I can advise on the next steps.

 

Thank you,

Pam

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