Tips, Tricks & Best Practices

fafaba
Participant

Close chatbot conversation and send it to a specific user

SOLVE

Hi, 

 

I'm nearly done with my chatbot but after testing it I realised that the chat will go to someone in particular. That's not what I want. 

 

I'd like to have the transcript of the conversation send to someone in particular. After the lead has filled all the info I wanted, the chat with a message explaining we'll be in touch soon. 

 

Because the sales at my company aren't available all the time, so it's  better for them and for the leads to close the chat. 

 

But I don't know what should be my last step there, apparently it can't "pass it to a team member" otherwise the chatbot is still open for the person. 

 

Any ideas please ? 

 

Thanks, 

1 Accepted solution
TomM2
Solution
Key Advisor | Partner
Key Advisor | Partner

Close chatbot conversation and send it to a specific user

SOLVE

Hey @fafaba sending a chat transcript automatically isn't available right now. Transcripts can only be send on manually through the chat.

 

There is currently a feature request however which I'd advise giving an upvote to, which requests this as a feature within HubSpot. If you're familiar with JSON and Webhooks at all you could use a webhook to grab the last message sent to the bot and send it to a property value either. 

 

For assigning the chat to someone else though you can use the "send to team member" option within the chatflow, if the team member is offline you can also display a message to the visitor that they are offline and will contact them through another channel (such as email). 

 

A few other actions which might help either are:

Create a ticket: you could auto create a ticket for your team to follow up with the visitor. 

Enroll in a workflow: You could enroll the contact in a workflow which would then send a custom notification email to any of the teams/users to notify them to follow up with the contact.  

 

Tom Mahon
HubSpot Expert | Digital Marketing Specialist | Community Champion
HubSpark

Book a meeting

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


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1 Reply 1
TomM2
Solution
Key Advisor | Partner
Key Advisor | Partner

Close chatbot conversation and send it to a specific user

SOLVE

Hey @fafaba sending a chat transcript automatically isn't available right now. Transcripts can only be send on manually through the chat.

 

There is currently a feature request however which I'd advise giving an upvote to, which requests this as a feature within HubSpot. If you're familiar with JSON and Webhooks at all you could use a webhook to grab the last message sent to the bot and send it to a property value either. 

 

For assigning the chat to someone else though you can use the "send to team member" option within the chatflow, if the team member is offline you can also display a message to the visitor that they are offline and will contact them through another channel (such as email). 

 

A few other actions which might help either are:

Create a ticket: you could auto create a ticket for your team to follow up with the visitor. 

Enroll in a workflow: You could enroll the contact in a workflow which would then send a custom notification email to any of the teams/users to notify them to follow up with the contact.  

 

Tom Mahon
HubSpot Expert | Digital Marketing Specialist | Community Champion
HubSpark

Book a meeting

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