Messages

How do I know when a visitor is trying to chat using messages?

Last updated: January 12, 2018

Available For:

Marketing: N/A
Sales: Starter, Professional
Service: N/A

In your messages settings, you can set up how you wish to be notified when a visitor initiates a chat. 

  • In your HubSpot Sales Starter or Professional account, navigate to Sales Tools > Messages.
HubSpot Help article screenshot
  • Click Settings in the upper right. Alternatively, you can click Settings in your main HubSpot Sales navigation menu and then select Sales > Messages in the left sidebar menu.
  • Click the Notifications tab. Here, you can customize the following:
    1. Sounds: click to toggle the switch on to hear a sound when a visitor sends a new message to you.
    2. Browser push notification: click to toggle the switch on to see a notification from your web browser when a visitor sends you a message.
    3. Browser tab notification: click to toggle the switch on to see the number of new messages in the messages tab of your browser window.
    4. New message notification: click to toggle the switch on to receive an email each time a visitor sends the first message in a new conversation. 

  • When you're done, click Save.

Please note: if you have followed the steps above but are not receiving notifications, check out this article to ensure that your browser settings are configured to support push notifications.

If you're offline, you'll still get notified via email that someone is trying to chat. The visitor will see your offline message, and they can enter their email address for you to follow up with them later. To customize your offline message for one of your sales messages: 

  • In your HubSpot Sales Starter or Professional account, navigate to Sales Tools > Messages and click Settings in the upper right. Alternatively, you can click Settings in your main HubSpot Sales navigation menu and then select Sales > Messages in the left sidebar menu.
  • Under the Targeted Messages tab, hover over the sales message you wish to edit the offline message for and click Edit.  

  • Click Offline Message in the left sidebar menu.
  • You can type in your message in the Offline Message field. A preview of the offline message will be shown on the right.

  • When you're done, click Save.

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