Last updated: September 3, 2023
You can view and reply to messages sent via your live chat widget or bot in the conversations inbox.
If you're using the HubSpot mobile app, learn how to respond to chats using conversations on mobile.
Before you can start chatting with your visitors, make sure to set up the following:
You can compose your chat response using the reply editor in the conversations inbox. The contact record is available in the right sidebar for full context throughout your conversation.
When responding to a live chat or Facebook Messenger conversation, you can change channels and respond via email. This allows you to continue the conversation even if the visitor leaves the chat. During a live chat or Facebook Messenger conversations, click the channel dropdown menu in the reply editor and select Email.
In the email sent to the visitor at the end of the conversation, it will include the entire message history, including the chat transcript.
If you want to call the contact, learn how to make a call from the conversations inbox.
There are two ways to end a chat conversation:
When a conversation ends, the visitor can initiate a new conversation by clicking the hyperlinked text in the chat window.
Please note: if a HubSpot user closes a Facebook Messenger thread in the inbox, if the visitor responds to the thread in the Messenger chat widget, the response will create a net new thread in the conversations inbox.
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.
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.