Tickets & Conversations

kelliego11
Participant

Incorrect / updated name when someone enters a chat

SOLVE

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 Accepted solution
jennysowyrda
Solution
Community Manager
Community Manager

Incorrect / updated name when someone enters a chat

SOLVE

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

View solution in original post

5 Replies 5
bsm007
Contributor

Incorrect / updated name when someone enters a chat

SOLVE

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 Upvotes
jennysowyrda
Community Manager
Community Manager

Incorrect / updated name when someone enters a chat

SOLVE

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 Upvotes
kelliego11
Participant

Incorrect / updated name when someone enters a chat

SOLVE

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
Solution
Community Manager
Community Manager

Incorrect / updated name when someone enters a chat

SOLVE

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
Participant

Incorrect / updated name when someone enters a chat

SOLVE

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

0 Upvotes