Inbox

Chat with your website visitors

Last updated: October 13, 2020

Applies to:

All products and plans

You can view and reply to messages sent via your live chat widget or bot in the conversations inbox. 

Before you get started

Before you can start chatting with your visitors, make sure to:

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. Learn more about the chat widget's supported file types
    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 the hyperlinked text in the chat window.

live-chat-start-new-chat

Email the chat transcript

By default, the chat transcript is automatically sent to the contact when the chat ends. You can choose which email address the transcript is sent from in your chat channel settings. If you don't select an email, the transcript is sent from your HubSpot fallback email address. You can also manually send the transcript to another contact.

Please note: the transcript is not automatically sent when the conversation ends for a bot conversation, or if you created a ticket for the contact. You can manually send the transcript from a bot conversation 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