Frequently Asked Questions

• What is live chat?

  Live chat is a method of contact that many companies use to enable their customer-facing teams to talk with customers or prospects in a direct, quick manner. Rather than using social media or email, many customers appreciate the speed of resolution when working with a team over live chat. 

  Traditionally, live chat works in a widget on your website, so customers can use the live chat window and continue to use your website. Some companies also choose to use AI or automated routing to ensure inquiries get handled as quickly as possible and by the best person to do so.

  HubSpot’s live chat has built-in chatbots and automation, so customers get quick answers to all their important questions. Additionally, live chat integrates with HubSpot's free CRM, seamlessly logging each visitor's chat history, which gives your team the context they need to provide personalized support and sales experiences to every contact.

• What makes HubSpot live chat popular?

  Popular features of HubSpot live chat include:

  • Real-time support: Your team will have the ability to talk with customers or prospects in real time to understand their direct pains and needs.
  • Chat automation: Conversation routing and automation allows your team to use their energy where it is best applied.
  • Integration with HubSpot CRM: Full visibility into customer and prospect information helps your team provide better support and close more deals. 
  • Chat history logging: Contact activity pages allow team members to view historical conversations and their outcomes all in one place.

• Can I customize the live chat widget’s appearance on my website?

  You can change the look and feel of HubSpot’s live chat widget after adding it to your website. Available customization options allow you to add your own logo as the chat’s avatar, define chat module parameters, and more. 

• Can I capture contact details from live chat conversations?

  Details from your live chat interactions are automatically logged into your HubSpot CRM. With conversation history and contact details at your disposal, your team will be able to delight customers and prospects with personalized attention.  

• How can I get live chat on my website?

  Implementing live chat is typically a short process. You will need to embed the live chat widget on your site, but no development work is required — we provide an automatically generated code to use. You can easily create bots and automation in no time using an intuitive builder to develop workflows. Beyond that, HubSpot’s live chat automatically integrates with HubSpot’s CRM tools, so your team can take advantage of contextual information about the customer without needing to do any extra data migration work. You can be up and running in hours rather than days or weeks.

• How much does HubSpot’s live chat tool cost?

  You can get started with HubSpot’s live chat and chatbot builder for free with no credit card required. If you’re looking for more advanced features to help automate and scale your marketing operations, HubSpot also offers premium features with Starter, Professional, and Enterprise editions of Marketing Hub.

• How can live chat software help my business?

  Live chat software provides an easy and convenient way for you to communicate with customers and prospects. Your sales, service, and marketing teams can all take advantage of live chat functionality to resolve issues, answer inquiries, and more. Lastly, live chat helps your customers by allowing them to reach out to you without writing an email or making phone calls.