(This article is part of my comprehensive Ultimate Guide to Efficiently Setting Up Your HubSpot Portal, offering you the tools to leverage HubSpot’s full potential.)
What is HubSpot ChatFlow?
HubSpot’s ChatFlow, also known as LiveChat, offers a direct, convenient way for leads to connect with you through your website. Whether for customer support or lead generation, live chats can enhance user engagement and streamline communication. In HubSpot, all chat-related features—LiveChat and ChatBots—are organized under ChatFlow, making setup and management straightforward.
Creating Your First LiveChat in HubSpot
To start setting up your LiveChat:
- Go to Conversations > Chatflows in HubSpot.
- Click Create Chatflow and choose Website for a live website chat.
- Select Live Chat, click Next, and assign it to the desired inbox (the default is usually “Inbox”). Choose the language for the chat, then click Create.
Once set up, you can further personalize your chat experience to suit your brand and business needs.
Customizing Your LiveChat Options
You have several ways to optimize the LiveChat to fit your audience:
- Welcome Message: Customize the initial message that visitors see when they open the chat.
- Assigning Conversations: Automatically assign incoming chats to a specific user or team to ensure prompt follow-up.
- Email Collection: You can set the LiveChat to request an email address at different times to ensure proper lead tracking.
After setting up these basics, save your settings and move on to specifying when and where your chat will appear.
Setting LiveChat Targeting Rules
Targeting rules control which pages display the LiveChat:
- Page Targeting: Set rules for the specific pages where LiveChat appears. For instance, you can have it display only on high-intent pages like pricing or product pages while excluding informational pages like blogs.
- Visitor Targeting: Filter chat visibility based on criteria like device type, browser language, or visitor location. You can layer these rules to tailor the chat experience to the right audience.
Once satisfied with your targeting settings, save your work.
Adjusting Chat Display and Behavior
HubSpot also lets you modify the appearance and functionality of the chat widget:
- Chat Avatar: Customize the avatar that appears in the chat widget for a personalized touch.
- Display Triggers: Set triggers based on user behavior, like time on page or scroll depth, to engage visitors effectively.
- Privacy and Consent: Make sure your chat complies with data privacy laws by setting contact consent and determining if visitors become marketing contacts.
After finalizing these settings, name and preview your LiveChat. Once you’re ready, activate it to start engaging with visitors.
Creating ChatBots in HubSpot
Beyond live interactions, HubSpot ChatFlow also supports automated ChatBots. These can manage initial interactions, qualify leads, or answer common queries without a human agent. If you’re interested in setting up a chatbot for automated lead qualification or customer support, explore HubSpot’s ChatBot setup options in ChatFlows.
Managing LiveChat Conversations
Once LiveChat is active, managing conversations is straightforward:
- Go to Conversations > Inbox to view open and closed chats.
- Mark yourself as “Available” to receive chats, then handle conversations directly from this inbox.
- Use HubSpot’s integration tools to attach meeting links, documents, or snippets to assist visitors quickly.
- Once a conversation concludes, mark it as “Closed” and set yourself as “Away” when done for the day.
For more details on optimizing your HubSpot setup, explore the Ultimate Guide to Efficiently Setting Up Your HubSpot Portal, where you’ll find in-depth insights into maximizing HubSpot’s capabilities for your business.
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