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
ahamaton
Participant

Has this idea been shelved as I'm finding this a real problem ?  I'm managing the business on my own and am rarely available when someone submits a chat and if they arent required to leave an email there is no  way for me to respond meaning I miss the lead and they think my customer service is bad.  As many have said the email needs to be required before the chat is submitted.

0 Upvotes
Change
Member

Hello,

im wondering so much, why there is not the possibility to add two Inputs above the E-Mail-Field for name and surname. There are so much asking for it and it would be a 10 Minute work for the hubspot developers to implement.

The functionality for a input field to store the data into the contact properties is existing, why is it so hard to create two more input fields with other property-destination or dynamically let the users create input fields in the chatflow-edit page with the individual destination?

 

This Thread was created over 2 years ago. For a much wished feature which is not a big thing to implement, thats a really disappointing progression.

 

Many Greets

TC_MI
Contributor

Seriously, it's unbelievable how long this has been requested without action.  This is basic stuff here, and I don't understand why resources cannot be had to make this functional.  I've stayed with the HS chat believing that this would be a top priority based on the volume of feedback and requests, but to no avail.  

 

tilly
HubSpot Product Team

Hi all! My name is Tilly, I'm on HubSpot's Service Hub product team. Thanks so much for the feedback. There are currently some workarounds using chatbots to collect visitor information before passing the conversation to a user in the inbox; that said, I understand this is a bit different than what you are looking for.  A closer integration between chat and forms is not currently prioritized for the short term, but that does not mean we won't revisit it longer term. Again, thank you for the feedback, it is much appreciated.

TC_MI
Contributor

Thank you for responding, Tilly.  Disappointed, but appreciate the response nontheless.  Can you share the "work-arounds" that you mention? And what else can we, as HubSpot users do to escalate the need for this implementation?

0 Upvotes
repumartek
Participant
  • First, we think the chat feature should not be under Services Hub's feature, it should be in Sales Hub first. I think Service Hub is new and is not high priority in HubSpot Product roadmap
  • Your product team should not merge current Form feature with Chat feature, your team should think about some Required Fields insert to Chat feature

Event FREE forever Chat software such as Tawk.to can do the easest thing like this but the expensive, high classs HubSpot can not do for a long long time 😄

0 Upvotes
MichaelC
Guide | Partner

@tilly 

Thank you for your honesty even though it might not want to be what we want to hear. Then atleast we know to look for alternatives if it is a requirement to have the name and email before the conversation starts. 

 

/Michael



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tilly
HubSpot Product Team

Hi @TC_MI & @MichaelC -- Thank you both for your replies and I appreciate your understanding. 

 

In terms of workarounds, bots can do a fair amount of qualifying before you use the "Send to team member" action, though these appear like a conversation rather than a form field, which can lead to visitors inadvertently having their query saved as their name. Alternatively, you could gate the live chat website page behind a landing page with a form, so only those who have submitted the form can access the page with chat. I recognize that these are not perfect options, and while I can't provide an exact timeline, we do hope to implement a solution more along the lines of what you are looking for longer-term. Thank you both again for the feedback!

Abhishek0204
Member

Hi  @tilly , 

 

Do we have an update on this? Also, is there any documentation or reference case if we would like to ask the two pieces of information i.e. Name and email address through Bot?

 

 

0 Upvotes