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Managing Live Chat Transcript Features in HubSpot

How to Navigate Current Limitations and Suggested Workarounds

Overview

HubSpot's Live Chat feature automatically sends a transcript of the conversation to the visitor when the chat is closed. However, users have indicated a demand for greater flexibility in managing this setting.

Current Limitations

At present, users cannot select or deselect the Live Chat transcript feature when closing a chat. This means that if you want to avoid sending transcripts, you must turn off the feature entirely, which may not suit every situation.

Suggested Approaches

While HubSpot currently doesn't offer a way to customize the transcript setting at chat closure, here are a few strategies you can employ:

  1. Provide Feedback to HubSpot: If the ability to customize this feature is essential for your workflow, we encourage you to submit your feedback through HubSpot's community forums or support channels. User feedback plays a vital role in shaping future enhancements.

  2. Temporary Workarounds: If you need to avoid sending chat transcripts temporarily, consider the following options:

    • Hold Off on Closing the Chat: You could delay finalizing the chat until you decide whether to send the transcript. However, this approach may not be practical for all situations.
    • Manually Copy the Chat: If a follow-up is necessary, you can manually copy the chat content before closing it.

  3. Educate Your Team: Ensure that your team is informing customers about the transcript feature to manage expectations effectively. If customers know a transcript will be sent upon closure, they may choose to provide their email address if they want a record of the conversation.

Conclusion

HubSpot's current setup for Live Chat transcripts does not allow for selective sending. Users are encouraged to share feedback and explore the suggested workarounds to manage chat transcripts effectively. Stay tuned for future updates from HubSpot, which may introduce more flexible options for managing chat transcripts.