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I am trying to set up a system that uses the Chat on our website in such a way that it first qualifies someone by asking one question and then, depending on the answer, getting them in front of a live person or having them go through self-help options with, in the end, the possibility to leave a message.
HubSpot has Chats and Bots, each can do a part, but how can they work together to do the above?
Yes, you can definitely combine Live Chat and Chatbot in HubSpot Here’s how you can do it:
1. Set up a chatbot for initial qualification. Go to Conversations -> Chatflows and create a bot that asks your qualifying question. Use the If/Then branches to determine the next step based on the user’s response.
2. Route users based on their answers. If they qualify for a live chat, use the Connect to a Team Member action to connect them to an available rep. If they don’t need live support, guide them to self-service options (knowledge base, FAQs). If no rep is available, use the Create a Ticket or Send an Email option to leave a message.
3. Use office hours and availability settings. In the Live Chat settings, set working hours so users are routed to a human only if support is available.
This setup ensures a smooth transition between bot automation and live agents. Hope this helps!
Yes, you can definitely combine Live Chat and Chatbot in HubSpot Here’s how you can do it:
1. Set up a chatbot for initial qualification. Go to Conversations -> Chatflows and create a bot that asks your qualifying question. Use the If/Then branches to determine the next step based on the user’s response.
2. Route users based on their answers. If they qualify for a live chat, use the Connect to a Team Member action to connect them to an available rep. If they don’t need live support, guide them to self-service options (knowledge base, FAQs). If no rep is available, use the Create a Ticket or Send an Email option to leave a message.
3. Use office hours and availability settings. In the Live Chat settings, set working hours so users are routed to a human only if support is available.
This setup ensures a smooth transition between bot automation and live agents. Hope this helps!
