conversations

Create a targeted message

Last updated: January 17, 2019

Marketing Hub

Create targeted messages to use on your website pages so your website visitors can quickly start a conversation with you and your team. Learn how to set up your targeted message, customize your chat settings, and respond to your visitors in the conversations inbox. 

Set up your chat profile

Your chat profile displays when a visitor starts a chat with you, and includes your avatar, name, and a meetings link. To configure these settings:

  • 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. 

conversation-profile-edit

  • With the toggle enabled, select your preferred meetings link from the Choose meetings link dropdown menu.
  • Enter the text that you want to appear with your meetings link into the Meetings link text field.

Create a targeted message

Please note: only users in your account with Admin access can connect a chat channel.

  • In your HubSpot account, navigate to Conversations > Inbox.
  • In the bottom left, click Inbox Settingsthen select Chat
  • Click Create targeted message. If this is the first message you're creating, move though the setup wizard to create a chat channel. 
  • On the Audience screen, select who will see your chat widget: 
    • Everyone: anyone who visits your site will see your message.
    • Anonymous visitors: anyone who visits your site anonymously will see your message.
    • Tracked contacts: only tracked visitors who exist in your HubSpot contact database will see your message.
    • Segmented lists: only tracked visitors who meet your smart list criteria will see your message. If you select this option, an additional dropdown menu will appear, and you can select your smart list from here.
    • If you want to hide your message from contacts who meet specific list criteria, click the Hide message from dropdown menu.  
  • Click Next >

Please note: if you select Tracked contacts or Segmented lists as your target audience, visitors who meet this criteria must have a tracking cookie associated with their contact record in order for them to see your chat widget. 

  • On the Targeting screen, set up exactly where your chat widget should appear on your website using specific website URLs or query parameters. 
    • Website URL
      • Use the dropdown menu to select a targeting option for your website URL. Your options are is all pagesis, isn't, contains, doesn't contain, starts with, or doesn't start with.
      • Enter the specific URL where you would like the chat widget to appear.
      • Use the wildcard option by adding anywhere in the URL to capture all URLs that begin with the target URL. Multiple wildcards can be used within the same URL. All URLs are case sensitive. 
    • Query Param
      • Click the first dropdown menu and select Query Param
      • Enter the parameter name.
      • Use the dropdown menu to select a targeting option for your query parameters. Your options are is all pagesis, isn't, contains, doesn't contain, starts with, or doesn't start with.
      • Enter the parameter value
    • Click OR to add more rules to indicate exactly which URLs should display your chat widget. 
    • Click the trash icon delete to delete an existing targeting rule.
  • Click Next >

target-for-conversations

Please note: you can create more than one chat widget and have it display on different pages on your website. For example, you may want a specific chat widget on your pricing page only, but want a different widget on your homepage. You can create another targeted message following these same instructions and update the targeting rules accordingly to show only on the specified pages. 

  • On the Message screen you can customize your message content.
    1. Welcome Message: enter a welcome message, and set up conditions and an email capture message so you can follow up on unanswered chats. Learn more about changing the language in your chat widgets.
    2. Chat heading: choose who the message should appear to be sent from. In addition to a specific user or team, or the visitor's HubSpot owner, you can select Custom name and avatar to have a generic display name and image. If you choose to send from a specific user, when more than three users are selected, the three users will be displayed randomly. If you choose to send from the HubSpot owner, select a fallback user for any new or unassigned visitors who start a chat. 
    3. Email capture: specify when visitors will be asked to provide their email address.
    4. Email capture message: compose a message to display when asking visitors for an email address to follow up.
    5. Options: select the checkbox to indicate whether your welcome message should display on your selected website pages by default. 
    6. Small screen sizes: customize the behavior of your chat widget when viewing your site on small screens. Select the Pop open the welcome message as a prompt checkbox if you want your welcome message to display by default on small screens. Clear the Show the widget launcher on the small screen sizes checkbox if you don't want the widget to display on small screens. 

You can see a preview each of these settings using the corresponding Preview tabs on the right side of the screen.targeted-messages-settings-welcome-message

  • Click Next >
  • On the Routing screen, you can set up rules to assign incoming conversations to someone on your team. Click the Automatically assign to dropdown menu and select who you want your incoming messages routed to. You can assign these conversations to specific user(s) or team(s), or leave them unassigned for your team to triage from the conversations inbox. 
  • Click Next >
  • On the Review and publish screen, you can see a full preview of how your chat widget will appear to visitors. Enter a Message name, then click Publish

If you're adding the chat widget to an external website, you'll need to install the HubSpot tracking code on your website in order for visitors to see your messages. You can send this code directly to your web developer, or copy the code to your clipboard and set it up yourself.

Please note: websites built with Wix do not support conversations, so you will not be able to include the chat widget on your Wix site. 

Configure your chat channel settings

Once you have set up your targeted message, you can edit your chat availability, chat appearance, and edit additional settings.

  • In your HubSpot account, navigate to Conversations > Inbox.
  • In the lower-left corner, click Inbox Settings, then select Chatconnect-chat-channels
  • On the Targeted Messages tab, view a list of your targeted messages and their status. Click to toggle the switch next to each message to turn a message on or off. 
  • Click the Customize tab to edit the style of your chat widget to reflect your brand. 
  • Click the Availability tab to give visitors insight into your team's availability and when they can expect a reply.
    • Always: your team always appears available to chat. Use the Show typical reply time dropdown menu to let visitors know when they can expect a reply. If you don't wish to show visitors this information, select Don't show a reply time

    • Based on team member status: visitors can chat with your team if at least one team member from the targeted messages routing rules is available. On the Available tab, click the Show typical reply time dropdown menu to set a reply time. On the Away tab, enter your away message text. Or click the dropdown menu and select Hide chat launcher so the widget does not display if no one is available to chat. 

    • During business hours: the business hours setting lets visitors who come to your site outside of those hours know when your team will be back online. On the During business hours tab, click + Add hours to add more days and time ranges. Click the Show typical reply time dropdown menu to let visitors know when they can expect a reply. Then click the If all team members are 'away' or at capacity, then dropdown menu and select an away mode widget behavior. On the Outside business hours tab, click the dropdown menu and choose to either show an away message, show a reply time, or hide the chat launcher.  

      chat-settings-availability-always

Please note: if a bot is associated to a targeted message, it will override the message's chat availability settings. As a result, the chat widget will always appear. This means the bot can hand off a conversation to a user outside of business hours if the individual user is still set to Available. Therefore, enable Away mode outside of office hours so a bot does not hand off a conversation to you. 

Please note: in order to add a chat widget to your WordPress site, first install the Contact Form Builder for WordPress - Conversion Tools plugin. Learn more about how to install the plugin on your WordPress site

Respond to a chat conversation

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

  1. If you want to assign the conversation to a new owner, 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. Use the link iconlink to share a link with your contact. 
  4. Use the paper clip icon attach to share an attachment from your device or your file manager with your contact. 
  5. If you want to use your sales or service tools in your response, click Insert, then select one of the following:
    • Documentsattach 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 Articlesadd a knowledge base article to your chat conversation.
    • Quotesshare a quote in your chat. 
    • Videoshare a video via chat. 
  6. When you're ready to send each response, click Send.
  7. Once your chat is closed, click success  Marked as closed to mark the chat conversation as closed.respond-to-a-chat-conversation

 After you close each chat, a copy of the chat transcript will be sent automatically to the visitor. If you do not want transcripts to be emailed out automatically, disable this setting in your chat options:

  • In your HubSpot account, navigate to Conversations > Inbox.
  • In the bottom left corner, click Inbox Settings, then select Chat
  • Click the Options tab. 
  • Click to toggle the Chat transcript switch off. chat-settings-options-disable-transcript-send
  • Click Save

You can also choose to manually send the transcript to other contacts once the chat has ended:

  • In your HubSpot account, navigate to Conversations > Inbox.
  • Select a closed chat conversation from your inbox. 
  • In the closed chat window, click More, 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 transcriptselect-transcript-recipients

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

chat-transcript

Please note: currently, HubSpot does not have the Email chat transcript option for chat conversations started by bots.

Reassign and respond to a bot conversation

If you are using bots on your website, you can view any ongoing bot conversations in your inbox and assign these conversations to yourself to finish chatting with the customer:

  • In your conversations inbox, select Bots from the left sidebar. 
  • Click to open a bot conversation. 
  • Click Take over conversation

The conversation will move out of the Bots view and into the All conversations view where you can continue chatting with the visitor. 

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

Additional options for targeted messages

If you've enabled General Data Protection Regulation (GDPR) in your account, you can customize your messages to include a step to ask your website visitors for their consent to communicate.

Please note: while these features live in HubSpot, your legal team is the best resource to give you compliance advice for your specific situation.

  • In your HubSpot account, click the settings icon settings in the main navigation bar.
  • In the left sidebar menu, navigate to Conversations > Inboxes
  • Hover over the inbox containing the message you want to edit, then click Edit.
  • In the left sidebar, under Channels click Chat. This will open up a list of all targeted messages created for this inbox.
  • Hover over the message you'd like to update with GDPR consent and click Edit.
  • In the left sidebar, click Options.
  • To capture a visitor's consent to process their data, click to toggle the Consent to process data switch on. 
    • Click the Process type dropdown menu and select one of the following:
      • Require explicit consent: with this option enabled, visitors will need to click I agree before they can send a message. 
      • Legitimate interest: the visitor's consent is implied when they start to chat with you. The consent to process data text will still display, by the do not need to click I agree to start the chat. chat-widget-legitimate-interest
    • Use the Consent to process data text field to explain why you need to store and process your customer's personal information.
  • To opt a visitor into a subscription type when they start to chat with you, click to toggle the Consent to communicate switch on. 
    • Click the Subscription type dropdown menu and select which subscription type you are opting your visitors into. 
    • Use the Consent to communicate text field to inform customers what type of communication they're consenting to.chat-gdpr-settings
  • When you are done, click Save