This means you don’t have to learn much to use it because it looks and feels like most other HubSpot tools. One of the most obvious benefits of HubSpot Conversations is it’s yet another tool right within HubSpot. Pros of Using HubSpot Conversations The All-In-One Factor If you want to route a conversation to a specific person using the routing rules, they need to have a paid Sales Hub or Service Hub seat.Īlright, with that out of the way, let’s dive into the pros and cons of HubSpot Conversations. Only users with Admin access can create and edit chatflows and only Service Hub users can create support bots. When creating a new chatflow in HubSpot you can choose either live chat or one of the bot options.įinally, there is some important permission information to note. When you build a new chatflow you can choose from the above options.

Plus, if you want to create a bot that does anything other than qualify leads or book a meeting, you’ll need to create a bot from one of the HubSpot templates and then delete all the actions to start from scratch. You can work around the default settings to get a bot to turn into a live chat conversation, however, when you first start building your chatflows in HubSpot, you’ll be asked to choose between setting up live chat and building a bot. Second, while most conversational best practices say that you should create chatbots with a “way out” for visitors to get in contact with a human if the bot cannot help them HubSpot’s tool is not built with this idea in mind. Drift calls them playbooks and HubSpot calls them chatflows.Ĭhatflows are the workflow-like steps you can set up on the back end to help visitors interact with your bot and eventually be connected to a customer service representative if needed. Important Things to Know About HubSpot Conversationsīefore we dive into the pros and cons, there are a few things you need to know about HubSpot Conversations.įirst, different tools refer to the set of steps in the conversation setup as different things. So, here is an honest review of HubSpot Conversations and what you need to know if you decide to use it. To understand exactly how it works, IMPACT converted our entire website chatbot and live chat functionality to HubSpot Conversations at the beginning of 2019.Īfter three months of setting up and using the tool, I’ve learned quite a bit. However, the tool is still not quite up to par with its competitors.

In the past six months alone, they have even released updates such as consolidating the targeting and messaging workflows into one place in the portal, adding the ability to use file attachments, and adding a mobile-optimized chat widget. Today, HubSpot Conversations includes inboxes for chatbot conversations, live chat, and a shared team email inbox (meaning sales, marketing, and customer service teams can come together in one place to view and manage all conversations). Since this initial release, HubSpot has been progressively making updates.

Hubspot chatbot