Summary:

Included on the application login page, and across all user registration pages, there is a Live Chat feature that any user or visitor on the site can access. This feature is also present on both client and partner portals.

Any chat that is submitted by a visitor on the Hope Trust Marketing Site is directed to a bot which will collect the individuals name and email address. The bot then hands off the chat to any Hope Trust employee which is set to online via HubSpot ‘Conversations.’ If no Hope Trust employee is online, the collected information will be sent to Hope Trust employees to contact the user who initiated the chat.

If a chat is started on the login page of the application the chat will be marked as a visitor and the visitor’s information will not be visible to the Hope Trust employee accepting the chat. Any user who is starting a chat, the user’s information will be visible to the Hope Trust employee accepting the chat.

If no Hope Trust employee is available to accept a chat, the user will be sent a message informing them that no Hope Trust employees are online and that an employee will follow up. Any information that the user is prompted to input either by a bot or through their own volition will be recorded for the Hope Trust employees.

Usage:

Any Hope Trust employee can respond to the chat in HubSpot’s ‘Conversations’ section or via the integration of the chat on the Slack channels ‘#hubspot-app-chat’ or ‘#hubspot-visitor-chat.’ The chat will be automatically assigned to the Hope Trust employee who answers the chat if the chat has not been assigned previously or if the chat was assigned to another employee initially. The conversation should be closed once it is over, by clicking on the ‘Close Conversation’ button on HubSpot.