Hubspot Live Chat Tutorial: How to make the most of Hubspot

calendar_today Jan 29, 2023| schedule 29 MIN READ



You've probably heard of HubSpot? if you're interested in inbound marketing. They're a digital marketing industry leader, and their blogs, videos, and certification courses are well-liked. While you may be familiar with HubSpot the company, you may be less familiar with HubSpot the product. There's a lot of business terminology floating around, and to be fair, as we all know HubSpot is a big platform with a lot of features. HubSpot Live Chat is one of the most trusted software for live conversations and is among the top live chat tools. HubSpot bought chatbot startup Motion AI in 2017 and renamed it HubSpot Conversations.

Hubspot Live chat may increase conversions by 20%. Visitors are more inclined to return to a website that offers live chat, according to 63 percent of visitors. Compared to other channels, live chat has the most significant customer satisfaction percentage of 73 percent.

Read on to find out how you can make the most out of Hubspot’s Live Chat.

What is Hubspot live chat?

HubSpot Live Chat is a tool in HubSpot CRM that allows you to construct chat flows to assist your staff in having interactions with visitors to your website.

It's a more focused manner of messaging the individuals that matter the most to you.

You can communicate with your customers on the move, gather their emails, handle their concerns, and improve their customer experience using HubSpot live chat.

HubSpot Conversations chat widget:

The HubSpot live chat widget is attractive and functional on desktop and mobile devices. Instead of filling out an old-fashioned pre-chat form, users can leave their e - mail address in an inline box in the conversation. Although customization is restricted, you may change the color of a chat widget and remove the HubSpot branding with an upgrade.

Step-by-Step guide to making use of HubSpot live chat 

Step 1. Build: To create a welcome message:

  1. Turn on the option Enable knowledge base search to allow your website users to look for answers from Knowledge Base articles before interacting with your live chat staff.
  2. To assign particular team members to incoming discussions, turn on the option Automatically assign conversations, then use the dropdown to pick the people to whom you should assign the conversations.
  3. Click the option Ask visitors for their email address to choose when visitors should be asked for their email address.
  4. In the Email capture text box, type the message you want to appear when the chat widget asks for the visitor's email address.
  5. By selecting Preview in the top right corner, you may get a preview of your live conversation.
  6. At the bottom, click Save.
  7. To proceed, select the Target tab.

Step 2. Target: Choose which pages the chat widget should appear on and who it should appear for:

  1. When a visitor is on a given website URL, enter the following in the Website URL box to display the live chat widget:
  2. Select Website URL from the first dropdown menu.
  3. Select a targeting rule from the second dropdown option.
  4. In the text area, type the rule criteria.
  5. Click +Add rule to add another rule.
  6. Click Add exclusion rule to restrict the live chat widget from specific pages.
  7. You may target your live chat depending on the information you know about the visitor if you have it. To create a dropdown menu with criteria, When you're at the part on visitor information and behavior, you should:
  8. Select a filter from the first dropdown menu.
  9. You can use filters to target known contacts as well as unfamiliar visitors.
  10. Select your criterion from the second dropdown menu.
  11. To add a new rule, click Add Rule.
  12. Click Add exclusion rule to prevent pop-up forms from appearing on specific pages.
  13. Click Add filter group to build a new filter group with additional targeting criteria.

Step 3. Display: You can customize the live chat's display setting from the Display tab:

  1. Select the name on the chat widget from the dropdown Chat header.
  2. Display a generic team name and image with custom branding. You may add a picture by clicking the Plus icon and entering the Name.
  3. Specific users and teams: 
  4. Check the boxes next to the names you want to appear when the discussion starts.
  5. Contact owner:   
  6. Select a fallback option for any new or unassigned guests from the selection. New visitor fallback
  7. Custom Branding
  8. Enter the name and + icon to add a pic
  9. Specific users and teams: 
  10. Check the boxes next to the names you want to appear when the discussion starts.
  11. The Chat display behavior area lets you adjust how the widget behaves on desktop and mobile displays.

Step 4 Options: You can customize your live chat's language settings from the Options tab:

  1. Language: Select the appropriate option from the dropdown menu. To save a language, first, choose one and then click Save.
  2. Consent and data privacy: To enable cookie consent text for the live chat widget, turn on the toggle Consent to collect chat cookies.
  3. You have control over when the consent banner appears. Choose the following radio button: Show before a guest initiates a conversation or On departure intent, show visitors.
  4. Consent to data processing: To turn on the storage and processing of your customer's personal information, click the toggleConsent to process data.
  5. Permission to communicate: To provide visitors alternatives regarding subscription kinds, turn on the Consent to communicate toggle.

How to Add Live Chat to Your Website

Step1: Choose your live chat software after doing some research.

  1. Customize the live chat widget to your liking.
  2. Create and place personalized welcome greetings on your website's pages.
  3. All live chat interactions with your contacts are automatically saved in the tool's Conversations Inbox.
  4. Engage in a variety of contacts with prospects and consumers.
  5. Choose to get notified through Slack when new chats arrive.
  6. Use chatbots on your website to save time for your salespeople.
  7. In the conversation, announce your team's online hours.
  8. Integrate with your CRM to store all your customer interactions and information in one place.

Step 2: Install live chat on your website and set it on a web page(s).

  1. Setup should be simple after you've chosen your program. Typically, the live chat software you select will provide you with a piece of code to copy and paste into your website's backend. You may also check step-by-step instructions in most live chat applications.
  2. You may boost the chat's capacity to successfully fulfill the demands of visitors on that specific page by adapting your live chat approach to the buyer's journey.

Step3: Make your live chat widget your own

  1. Customize the style and feel of your chat widget after installing your software to suit your website and is aesthetically attractive.
  2. Here are some customization possibilities for your live chat widget.
  3. The look of the widget.
  4. The welcome message for the widget.
  5. Language choices for the widget.

Step4: Integrate live chat with your customer relationship management system (CRM) (and other business tools).

  1. While investigating live chat software, look for choices that interface with your other tools, such as your CRM or sales software.
  2. It will improve the efficiency of all interactions (no hopping between tools and screens). The resulting conversation logs, transcripts, and recordings are then automatically preserved (and, therefore, easy to access, organize, and share).
  3. For example, HubSpot's live chat links directly with the CRM, allowing your salespeople to see who they're conversing with (prospect, long-term customer, or new contact) and any previous conversations or transactions.

Step5: Salespeople can be added to your live chat.

  1. Adding sales professionals to your live chat should be a key component of your workflow. When you set up a live chat, it will automatically allocate talks to salespeople. It's time to train sales professionals on how to utilize the software and how leads will be routed through live chat after you've implemented them.
  2. Depending on your live chat solution, you may be able to selectively triage these inbound live chat messages. Also, you can instantly assign them to your team members.
  3. For example, HubSpot's live chat platform sends all incoming conversations to your inbox unassigned for your team to triage. You can route incoming chats if your organization allocates salespeople to paid seats.

Step6: Make a flowchart for your sales conversations.

  1. Plan the discussion flows your sales agents will have after your live chat software links with your CRM. You may use a chatbot to acquire information about the prospect at the start of the live conversation that qualifies them for a particular area or rep classification.
  2. Pro Tip: If you use HubSpot Free Live Chat Software, you can build a Discussions Inbox to organize, carry out, share, and allocate any live chat, chatbot, and other conversations with your visitors and customers from one area.
  3. Once your salespeople have this information, they can ask the right questions to help the customer solve their problems.

Step7: Customer input from live chat should be collected and analyzed.

  1. Send a follow-up survey to your prospects after interacting with you via live chat and receiving the information they want.


 If you're searching for a CRM tool that develops an orderly framework and improves your sales process by providing automated information on your leads. you can connect with Hubspot live chat. It's free, simple to use, and quick to learn.

You can concentrate on closing deals rather than organizing them thanks to intuitive features. HubSpot lives chat CRM’s strength lies in inbound marketing, and its core features can match and even surpass other paid CRM applications all for free.

Use This Blog as a reference whenever you run into trouble. As an alternative to Hubspot Live Chat, you can go for BotPenguin. It’s an AI-powered, free, and customer-centric live chat platform.