Last updated: October 13, 2020
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There are two ways to create contacts directly from your conversations inbox:
While chatting with a visitor, you can ask for their contact information and create a contact record for them directly from the inbox.
Please note: if you're using Facebook's chat plugin on your website to chat with visitors, visitors that send a message as a guest without logging in to Facebook Messenger will appear as unknown visitors in the inbox. You'll need to manually enter their information to create a contact record in HubSpot following the steps below.
If you've connected a Facebook Business Page to HubSpot but are using Facebook's built-in messenger widget to chat with visitors, visitors that send a message as a guest without signing into Messenger will appear as unknown visitors in the inbox. You'll need to manually enter their information to create a contact record in HubSpot.
With the Email capture setting, visitors can enter their email address while waiting for a reply. You can customize this prompt message:
Please note: if the chat launcher is set to display an away message, a default email capture message will display instead of the custom Email capture message in your settings.
Visitors cannot be added to your HubSpot contacts database automatically simply by starting a chat. They're still associated with an anonymous tracking cookie until you receive either an email address from them or manually add them as a contact.
If a visitor leaves your site before they're added as a contact, they will still have a unique cookie associated with their browser. If a visitor you have previously chatted with later returns to your site in the same cookied browser, the chat widget will load their conversation history.
If the same visitor returns to your site after deleting their browser cookies or on a different device, the cookie will not be the same and their conversation history will not be loaded.
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