Tickets & Conversations

kelliego11
Participante | Parceiro Platinum
Participante | Parceiro Platinum

Incorrect / updated name when someone enters a chat

resolver

When a contact interacts with chat, most do not read thoroughly and don't put in their name.  Instead, they go straight to their problem.  This updates their contact with a ridiculous new contact name.  Is there a way to eliminate this problem?

 

Pleased don't rename my contact diesel exam.Pleased don't rename my contact diesel exam.

1 Solução aceita
jennysowyrda
Solução
Gerente da Comunidade
Gerente da Comunidade

Incorrect / updated name when someone enters a chat

resolver

Hi @kelliego11,

 

What type of chatflow are you using? You can change the text in the first bubble so that the information is saved to a different property (see screenshot) and then this information can be used to pull in a different response (which you can customize). 

 

For this example, I changed the personalization token from "first name" to "school", and then I customized the second bubble to populate a response appropriate to receiving a message stating there is an issue. 

 

Screen Shot 2019-09-03 at 11.37.57 AM.png

 

See example here: 

example.gif

 

If you are trying to create a different type of chatflow, please let me know.

 

Thank you,
Jenny

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9 Respostas 9
Msyvrais
Conselheiro(a) de destaque

Incorrect / updated name when someone enters a chat

resolver

The issue still prevails with contacts going straight to the point and asking their question instead of answering what is presented (like Name). Which ends up adding their question as their name, which then creates a break down in sync to other integrations due to string being too long. 

Can we have a feature that only allows so many characters for name? similar to email missing the @ symbol

0 Avaliação positiva
kvlschaefer
Gerente da Comunidade
Gerente da Comunidade

Incorrect / updated name when someone enters a chat

resolver

Hi @Msyvrais,

 

Thank you for feedback.

 

I would highly recommend submitting this product suggestion to the ideas forum.

 

Our product team, who monitors the forum regularly, can read your specific use case and understand why this would be a useful functionality or change. It also helps other customers facing the same issue to advocate for its implementation on your behalf by upvoting on the thread as well.

 

Thank you,

Kristen


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Msyvrais
Conselheiro(a) de destaque

Incorrect / updated name when someone enters a chat

resolver
kvlschaefer
Gerente da Comunidade
Gerente da Comunidade

Incorrect / updated name when someone enters a chat

resolver

Thanks for sharing, @Msyvrais!

I upvoted your idea 🙂 

https://community.hubspot.com/t5/HubSpot-Ideas/Chatbot-limitations-on-Name-field-character-length/id... 


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0 Avaliação positiva
bsm007
Top colaborador(a)

Incorrect / updated name when someone enters a chat

resolver

We have this same issue. The solution seems very inelegant, most likely forcing a respondent to repeat themself. I would prefer to capture an email address first so everything else can prepopulate and respondents are less likely to insert the 'issue' in an email request field. However, Hubspot doesn't seem to allow that. Can anyone share another workflow that works to eliminate overwriting of the name?

0 Avaliação positiva
jennysowyrda
Gerente da Comunidade
Gerente da Comunidade

Incorrect / updated name when someone enters a chat

resolver

Hi @kelliego11,

 

You can customize what the information collected in the first step is and what property it is associated with, so if you wanted the question to ask something other than "what is your name", you can change it.

 

Thank you,
Jenny 

0 Avaliação positiva
kelliego11
Participante | Parceiro Platinum
Participante | Parceiro Platinum

Incorrect / updated name when someone enters a chat

resolver

Actually, you can't.  We have called into Customer Support and even they cannot change this.  If you have a way to do it, we would love to be wrong on this.

jennysowyrda
Solução
Gerente da Comunidade
Gerente da Comunidade

Incorrect / updated name when someone enters a chat

resolver

Hi @kelliego11,

 

What type of chatflow are you using? You can change the text in the first bubble so that the information is saved to a different property (see screenshot) and then this information can be used to pull in a different response (which you can customize). 

 

For this example, I changed the personalization token from "first name" to "school", and then I customized the second bubble to populate a response appropriate to receiving a message stating there is an issue. 

 

Screen Shot 2019-09-03 at 11.37.57 AM.png

 

See example here: 

example.gif

 

If you are trying to create a different type of chatflow, please let me know.

 

Thank you,
Jenny

kelliego11
Participante | Parceiro Platinum
Participante | Parceiro Platinum

Incorrect / updated name when someone enters a chat

resolver

Thank you @jennysowyrda this really helped us get this figured out!

0 Avaliação positiva