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People visiting your website and interacting with your chat won't automatically be added to HubSpot as contacts just for starting a chat. What will happen is that HubSpot will track them by assigning a cookie, and they'll stay there until they provide an email or you manually add them as a contact.
To manually add them as a contact, head over to the Conversation Inbox and look for finished conversations. You'll see all the people who interacted with the bot, and on the top right side, there's an option to associate them with a contact. You can either link them to an existing contact (which wouldn't be the case here) or create a new one. The details they provided are available for you to use during this process.
Although it's a manual process, it's currently the only way to officially add them as contacts in the CRM. But don't worry, you still have access to their responses in the inbox to use as support in the meantime.
 | Martin Angeletti HubSpot Veteran (12+ years) ❌ Worried about messing up your HubSpot? I've got your back. ✅ Join the thousands of people who have discovered how to avoid problems with simple tricks and have started to dominate HubSpot (and not be dominated). ⛅️ Don't get left behind. → Click the subscribe button and scroll down to find the opt-in box. Subscribe |
 | Did I help answer your question? Mark this as a solution. |
People visiting your website and interacting with your chat won't automatically be added to HubSpot as contacts just for starting a chat. What will happen is that HubSpot will track them by assigning a cookie, and they'll stay there until they provide an email or you manually add them as a contact.
To manually add them as a contact, head over to the Conversation Inbox and look for finished conversations. You'll see all the people who interacted with the bot, and on the top right side, there's an option to associate them with a contact. You can either link them to an existing contact (which wouldn't be the case here) or create a new one. The details they provided are available for you to use during this process.
Although it's a manual process, it's currently the only way to officially add them as contacts in the CRM. But don't worry, you still have access to their responses in the inbox to use as support in the meantime.
| Martin Angeletti HubSpot Veteran (12+ years) ❌ Worried about messing up your HubSpot? I've got your back. ✅ Join the thousands of people who have discovered how to avoid problems with simple tricks and have started to dominate HubSpot (and not be dominated). ⛅️ Don't get left behind. → Click the subscribe button and scroll down to find the opt-in box. Subscribe |
| Did I help answer your question? Mark this as a solution. |
@mangelet I forget that you could add them manually, even without the email. I lean so much into the email connection I sometimes forget we can go against the "usual route" like that. Good call.
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Thanks @danmoyle
| Martin Angeletti HubSpot Veteran (12+ years) ❌ Worried about messing up your HubSpot? I've got your back. ✅ Join the thousands of people who have discovered how to avoid problems with simple tricks and have started to dominate HubSpot (and not be dominated). ⛅️ Don't get left behind. → Click the subscribe button and scroll down to find the opt-in box. Subscribe |
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Hey @TPesach3
Kindly read this article you will get an understanding of why it's not a best practice to create a contact in HubSpot without an email address: https://knowledge.hubspot.com/contacts/create-contacts
Let me know if you have any followup questions.
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Hi @TPesach3. Because HubSpot uses email as the unique identifer data to keep duplicates down, it's best practice to always require email to create a contact. However, in forms you can technincally create contacts without an email. I just wouldn't suggest it. As a CRM built on email communication, skipping the email isn't really the best use of HubSpot. 😊
Did my answer help? Please "mark as a solution" to help others find answers. Plus I really appreciate it!
I use all tools available to help answer questions. This may include other Community posts, search engines, and generative AI search tools. But I always use my experience and my own brain to make it human.
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Heard, @TPesach3. I didn't expect chat to have the same settings. Just a note that it's possible with forms. I don't believe it's possible with chat because of the reasons I shared. 😊
Did my answer help? Please "mark as a solution" to help others find answers. Plus I really appreciate it!
I use all tools available to help answer questions. This may include other Community posts, search engines, and generative AI search tools. But I always use my experience and my own brain to make it human.
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