Conversation Identify problem after login

New Member

I'm having issues with the Live/Chat conversation software.

 

Of course, before a user is logged in, they are anonymous, so if they start a HubSpot conversation they show as Unknown Visitor in the Inbox.


We use this code for those:

 

<script type="text/javascript" id="hs-script-loader" 
async defer src="//js.hs-scripts.com/XXXXXX.js"></script>

However, if that user then subsequently logs in to our site, we know their identity and attempt to pass it in with:

 

<script>
var _hsq = window._hsq = window._hsq || [];
_hsq.push(["identify",{
email: "test2@test3.com",
}]);
</script>
<script type="text/javascript" id="hs-script-loader" async 
defer src="//js.hs-scripts.com/XXXXXX.js"></script>

 

PROBLEM: If the user has had a conversation before being logged in, Hubspot is ignoring the idenify parameters we are passing in, and subsequent chat message still show as "Unknown visitor".

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Community Manager

Hi @G3Tech 

 

Thank you for reaching out to Community.

 

Could you give us some clarifications on the script? Is that a custom script, how was it generated? So that we can take a further look.

 

Thank you,

Natsumi

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