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?
Mar 12, 2021 12:33 PM - edited Mar 12, 2021 12:33 PM
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.
Apr 16, 2021 3:13 PM - edited Apr 16, 2021 3:15 PM
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.
Apr 16, 2021 3:28 PM
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.
May 3, 2021 8:48 AM
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.
May 3, 2021 1:54 PM
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?
May 3, 2021 1:54 PM
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 😄
May 3, 2021 9:17 AM
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.
May 3, 2021 5:45 PM
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!