Chat visitors

rsbarry
Participant

Is there any way to see whether a visitor that starts a chat has left the site?  Currently someone will submit a chat and we can't determine whether that user is still waiting for us to respond or has already left the chat/site. 

5 Replies 5
jennysowyrda
Community Manager

Hi @rsbarry,

 

While there is no built in functionality to know if a visitor has left the chat, I wanted to share some resources for responding to and engaging with abandoned chats.

 

1. How to deal with abandoned chat interactions

2. How to solve web chat abandon rate problem

 

Additionally if you do choose to use some of these responses, you could keep it as a snippet and use it in live chats.

 

Thanks,
Jenny


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0 Upvotes
AnnaScotland
Contributor

Still not really ideal though - we previously used Zendesk and it was very clear when someone had left the chat - has Hubspot no plans to build this in?

PamCotton
Community Manager

Hello @AnnaScotland,

 

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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0 Upvotes
kbarrera
Participant

This is greatly needed! Right now, we have no intelligence behind what pages they are actively viewing on the website (if they clicked on a link we provided in chat), or if they abandoned and walked away. This saves a lot of efficiency for when a representative knows when to close a chat. 

0 Upvotes
DC2
Participant

Further more, if the chat has been abandoned by a visitor, the responses should be e-mailed to visitors (if the e-mail is available) after one hour of not seeing it. 

0 Upvotes