conversations

Chat with your website visitors

Last updated: October 8, 2019

Once you set up your conversations inbox and connect a chat channel, you can view and reply to messages sent through your live chat widget or bot. Learn how to first set up your live chat profile then respond to your visitors in the conversations inbox.

Set up your chat profile

Your chat profile appears when a visitor starts a chat with you, and includes your avatar, name, and a meetings link.

  • In your HubSpot account, click the settings icon settings in the main navigation bar.
  • In the left sidebar menu, navigate to Conversations > My profile.
  • To change your avatar, hover over the image then click Change photo.
  • To edit your name, click the pencil icon edit to the right of your name.
  • To select which meetings link appears in your chat profile, click to toggle the Show meetings link switch on/off.
    • Click the Choose meetings link dropdown menu and select your preferred meeting link.
    • Enter the text that you want to appear with your meetings link into the Meetings link text field.

conversation-profile-edit

  • Click Save.

Respond to a chat conversation

You can compose your chat response using the text editor in the conversations inbox. The contact record is available in the right sidebar for full context throughout your conversation.

  • In your HubSpot account, navigate to Conversations > Inbox.
  • In the left sidebar, click a chat conversation .
    1. If you want to assign the conversation to a new owner, or take over a bot conversation, click the Assignee dropdown menu in the top-left corner.
    2. Type your response into the text editor at the bottom of the conversation.
    3. If you want to loop in another team member, click the Comment tab. Type and your team member's name, then click Add comment.
    4. Use the link iconlink to share a link with your contact.
    5. Use the paper clip icon attach to share an attachment from your device or your file manager with your contact.
    6. If you want to use your sales or service tools in your response, click Insert, then select one of the following:
      • Documents: attach a piece of content to your chat.
      • Snippets: quickly add short, reusable text blocks into your chats.
      • Meetings: add a meeting link to your chat.
      • Knowledge Articles: add a knowledge base article to your chat conversation.
      • Quotes: share a quote in your chat.
      • Video: share a video via chat.
    7. When you're ready to send each response, click Send Chat.
    8. Once your chat is closed, click success Marked as closed.respond-to-a-chat-conversation-1

End a chat

There are three ways to end a chat conversation:

  1. The user ends the chat from the inbox by clicking success Marked as closed.
  2. The visitor is inactive for a period of time after starting a chat with a bot. The amount of time depends on the bot’s session timeout settings.
  3. The visitor is chatting with an automated bot, and the Collect user input checkbox is not selected in the bot's settings. With this setting disabled, the visitor cannot continue chatting with the bot.

When a conversation ends, the visitor can initiate a new conversation by clicking Start new chat.conversations-start-new-chat

Email the chat transcript

By default, the chat transcript is automatically sent to the contact when the chat ends. You can then manually send the transcript to other contacts:

Please note: the transcript from a bot conversation is not automatically sent when the conversation ends. You can manually send the transcript following the steps below.

  • In your HubSpot account, navigate to Conversations > Inbox.
  • In your inbox, select a closed chat conversation.
  • In the closed chat window, click the More dropdown menu, then select Email chat transcript.

manually-send-transcript-from-inbox

  • Click the Email address dropdown menu and select a contact's email address.
  • In the Subject field, edit the subject line text.
  • Click Send transcript. select-transcript-recipients

The transcript will be sent directly to the visitor's inbox and includes a timestamp of your conversation and a link to the website where the chat started.

chat-transcript

Automatically open chat widget

The chat widget can open automatically when website visitors load a specific page URL. You can link these URLs in your emails, landing pages, and other marketing campaigns to send visitors directly to your chat widget so they can contact one of your team members immediately.

Append #hs-chat-open to the end of your URL to trigger the chat widget launch. For example, link a CTA in a marketing email to www.yourcompany.com/pricing/#hs-chat-open. The chat widget will open immediately and your visitor can start chatting with a member of your sales team as soon as the page loads. open-chat-window