Tickets & Conversations

EAizer
Member

Extract Live Chat conversation for offline analysis

SOLVE

Is there a way to extract all LiveChat conversations to perform offline analysis of themes?

Or is there a way to "tag" Live Chats that the tags can then be reported on using reports/dashboards?

 

Purpose is to cull the Live Chat conversations for discussions on theses for new features, comoon complaints etc to help the Support function 

1 Accepted solution
karstenkoehler
Solution
Hall of Famer | Partner
Hall of Famer | Partner

Extract Live Chat conversation for offline analysis

SOLVE

Hi @EAizer,

 

This doesn't seem to be supported at this stage, as was also confirmed in this thread by a HubSpot employee. There is neither an out-of-the-box solution nor a public API to retrieve and export live chats.

 

Enlisting the help of a developer, you might be able to get this information via conversation-based workflows, using webhooks to post conversations to another system where you can then perform analysis. Similarly, custom code actions in the new Operations Hub Professional can probably offer a solution here.

 

Hope this helps!

Karsten Köhler
HubSpot Freelancer | RevOps & CRM Consultant | Community Hall of Famer

Beratungstermin mit Karsten vereinbaren

 

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4 Replies 4
BHorváth
Contributor

Extract Live Chat conversation for offline analysis

SOLVE

very much needed! please make this happen! 🙏

 

in our case we would like the Customer Support to be able to choose categories "attached" to the chat conversation when the live chat ended with the customer. 

the same categories would be great which we use in the case of service tickets - this way we would be able to compare tickets with chats.

 

any updates on this @karstenkoehler ?

 

kvlschaefer
Community Manager
Community Manager

Extract Live Chat conversation for offline analysis

SOLVE

Hi @BHorváth,

 

Thank you for your feedback! 

 

I wanted to refer you to the product team's latest response to this related feature request in the Ideas Forum. The Ideas Forum is the place to go to see product team updates for feature requests 🙂 

 

"We have Conversations APIs that you can use to extract message content and relevant metadata for analytics purposes (and other use cases). These APIs are currently in a public beta and more details are available here - https://developers.hubspot.com/docs/api/conversations/conversations

If you have any open questions, please post your questions in this group and someone on the team will respond. " 

 

Hope this helps!

 

Best,

Kristen


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BHorváth
Contributor

Extract Live Chat conversation for offline analysis

SOLVE

Hi @kvlschaefer 

Thank you for this suggestion - although as i looked into it, it would not exactly be what we needed. While this conversation API seems very useful, i do not see we could add to chat conversations tags or categories beforehand. 

Without this funcionality it seems it is about for different approach.

karstenkoehler
Solution
Hall of Famer | Partner
Hall of Famer | Partner

Extract Live Chat conversation for offline analysis

SOLVE

Hi @EAizer,

 

This doesn't seem to be supported at this stage, as was also confirmed in this thread by a HubSpot employee. There is neither an out-of-the-box solution nor a public API to retrieve and export live chats.

 

Enlisting the help of a developer, you might be able to get this information via conversation-based workflows, using webhooks to post conversations to another system where you can then perform analysis. Similarly, custom code actions in the new Operations Hub Professional can probably offer a solution here.

 

Hope this helps!

Karsten Köhler
HubSpot Freelancer | RevOps & CRM Consultant | Community Hall of Famer

Beratungstermin mit Karsten vereinbaren

 

Did my post help answer your query? Help the community by marking it as a solution.