– If you’re ready to add
LiveChat to your website it’s easy for you to do right
inside the HubSpot Platform. – [Announcer] Welcome to HubSpot Hacks where we help you get more out of HubSpot. – Adding LiveChat to your website is a great way to engage visitors, answer questions people might
have about your products or your services, and luckily, inside HubSpot
it’s really easy to do. Just set it up inside of the platform and link it to your website. Let’s go ahead and dive in. So the first thing you want to do before you set up LiveChat
inside of the portal is you’ll need to link
your website to HubSpot. And that’s done with a
little snippet of code or inside of WordPress there
is a plug-in to do just that. So if you haven’t done that yet, we have a different video. Go ahead and bounce over there, watch that and get that set up and then we can go ahead and
dive back into the LiveChat. So now that your website
is integrated with HubSpot, the first thing you’re going to do is you’re gonna go here
to this Conversations Tab and I am actually showing
you this is a test portal, so it actually hasn’t been set up yet. So I’m gonna bounce back and forth between our test portal
and our live portal. So what we’re looking at for chats is inside this Inbox here. So if this isn’t set up, it’s gonna say, “Get those conversation flowing.” Where I want you to go
is this Inbox Settings. So I’m inside Inbox Settings, I’m gonna click on Chats, and this is gonna show you what this Chat’s app
configuration looks like. So depending on what level
of HubSpot you’re in, you’re going to have
different options for styling, as well as the different… Whether or not it’s branded with HubSpot. But here you have accent colors and you can actually choose
whatever accent color might fit into your brand palettes, and that’s gonna show up here when this pops-up from
the bottom of the window when you’re in your website. That’s what color’s
gonna be reflected here. This: test.portal.simplestret This is again, this is our test portal, that will be configured here shortly. So you can a choose color, you can choose your HubSpot branding. This is where the availability
of the chat shows up; so during business hours, you can set it based
on team member status. You can have it show Always, and if you have it show Always, you certainly want to
think about down the line having a chatflow or a chatbot
set up to automate some of those conversations after hours. We’re not going to show specifically how to do a lot of the
automations in this video. In this video we’re
just gonna walk through the set up of LiveChat so you
can get it on your website. A pretty common thing for most
business-to-business settings is gonna be to have it show
up during business hours. So, “Visitors can chat
with your team during,” and then you can add and
configure your set up here. During business hours you can
choose to show a reply time, so these are your options here and then you can also
set a custom response. So if that happens to be days
or hours hopefully, (chuckles) if it’s LiveChat, hopefully
it’s just gonna be minutes. So we’re gonna say, “Typically
replies in a few minutes.” And then if all team members
are away or at capacity, so this is like HubSpot knows that you can’t reply to that LiveChat, then you can show an Away Message. So that’s an excellent way
to put something here that’s, “Hey we’re really excited
for you to visit this page, but unfortunately all of
our team is busy right now so if you want to leave
your email address…” We’ll talk about that here in a second. Outside of business hours
you can show a return time or again show an Away Message and you can put that in Away Message here. We’re going to go to Other Options here and I’m gonna go ahead and
just leave without saving because we didn’t do too much there. We can choose to send a
transcript at the end of a chat, so that’s your toggle ON and OFF button. And then there’s an option
to set up a team email so the team email is
basically the one giant inbox that everybody would be notified when something happens
on your website relative to the chat conversation. So we’re not gonna set that up here. And then this tracking code… Again, this is that tracking code that if you integrated your
website with HubSpot, this tracking code’s already been set up. It runs pretty much everything else, so that tracking code
should be good to go. If isn’t, again, go back and watch that other video that we have. So that’s customizing the chat here and there’s a couple of other settings I’ll point out real
quick before I jump over to what’s called, a Chatflow. The team members, so who can
see a conversations inbox. I’ll show you what this
looks like once we get to the conversations over on our portal. But this is if you want to only have certain team members be able to go in and see what’s
happening on the website, you can set that here. If you use Slack and
you want to integrate it to a Slack channel when
someone chats on the site, you can do that here as well. And then that email, so if you want to create a
shared team email address, that would funnel those
chat conversations, again, that can be down
here in this window. So to set up a chatflow… So again, this Chatflows is
under here on the Conversations. That’s actually where we’re gonna set up what message appears to
someone when they get to that website in what we commonly refer to as that Chat Window. So I’m gonna bounce
over to our portal here. And you’ll see that right now
we have a default message. And I’m gonna toggle this off real quick and I’m gonna to create a new chatflow. So this chatflow is built so that you can have some
predetermined options: Welcoming Visitors. It’s gonna to show you a preview of what that looks like over
here on the right-hand side. If you again, want to build a bot. So, “Hey you’re on our, let’s
say, Consultation Page,” and I can go ahead and
just have that bot pop-up and say, “Hey it looks like you’re interested a free consultation. Can we go ahead and book a meeting?” That’s what this Meetings Bot would be. The Support Bot, you can choose to have that
Knowledge Center appear if you happen to use that’s, and then there’s a Qualified Leads Bots. So we don’t have it
right now, in this video, but in a future one we’ll show you how to set up some of those. Again, just gettin’ the LiveChat set up. So we’re going to use the Welcome Visitors as starting the LiveChat and
we’re going to click on, Next. Now once we get to this Next screen here we’ve got four steps. So build again, so the chat heading is going to be, Specific Users and Teams. So when this pops-up in the LiveChat, it’s actually going to show my name. And so whoever is assigned to this… So if I wanted to choose
for it to show, Jason. Make is show, Ally or Jason
are available in the LiveChat. And this Welcome Message here, this is your Welcome Message, so it might be, “Hi there. How can we help?” Some good best practices here when setting up your LiveChat, is to, if you set it up so that it’s a consistent
message throughout the site, you want to be a little more
generic in helping people. But if you can think about if you’re on a products and services page, you might set up different chats… A chatflows, based on what is happening on that page. So a little bit more advanced. And then automatically send
incoming conversations to again, Specific Users and Teams. That’s again where you would
select a specific person, so I’m gonna choose to
send these to myself. And then you can choose to
get the person’s email address so in case they get disconnected or there’s something else that
you need to help them with, you can ask for their email
address in the chat window. And then if nobody… Like, if our team doesn’t
respond within a minute, that can pop-up and say, “Hey, we can’t get to you right now. Can you leave your email address?” And then you can also choose to not ask for an email address. And then this email capture message, and this can be customized so… I personally like this when
I’m the user on a website where if they don’t get
back to me pretty quickly, and I have to jump out
and go to a meeting. It’s nice to have the option to put in my email address
where they can contact me later. And then the Display Options. These are your… How you want the window to show up. So pop open the Welcome Window, excuse me, the Welcome
Message is a prompt, show the Chat icon, pop the Welcome Message on mobile. So this is… You’re gonna customize how
that window appears right here. So we’re gonna keep this message. We’re gonna turn off the “Don’t
capture an email address.” We’re gonna click, Save. And then I’m gonna go to, the Who. So show this chatflow to Who? So this goes back to
what I was talking about where you can show it on
specific parts of your website. So this chatflow on, Everyone, shows to everybody who goes
to every page on your website. Anonymous visitors only goes to anyone who has visited your site anonymously. So they don’t happen to be in your CRM, they’re not a logged contact. If you go to Tracked Contacts, that’s anybody who is in your system that has been essentially
cook-ied or pixeled by the HubSpot code. So that would be if someone’s
downloaded a content offer or if they happen to have
registered for something through your HubSpot landing page. These tracked contacts, so let’s say, Bob downloaded our E-book and then when he comes back to
the page about our services, I can say, “Hey, you’ve
gotten a resource from us, we’d love to take the next step.” So that’s an easy way to
then use tracked contacts. And then Segmented Lists would be… We have a different video about
how to set up those lists. Maybe it’s by personas, but if you wanted to show this chat only to people that were a part of a list, so let’s say it’s only people that went to an event that you held, that would be why you’d want
to use this here this here. Then you could choose that list. And then you can also choose to hide the chatflow from people here. So if I choose Everyone, I’m going to show this one to everyone, and then here, on this, when I say When, is the exact pages that
I want it to show up on or not show up on. So if the website URL is All Pages, it’s going to show up
on all pages of my site. If the website URL is Not, I can choose a page to exclude. So for instance, if you have a maybe like more specific chat about
like sales conversations, you might not want to show that to people that hit your Careers page. And you might want to have
a Career specific chat for people who visit that page, versus, you don’t want that
to show on the home page. So this is where you would customize that. There’s also a… This is pretty standard for URL mapping, so you can choose what pages
show up and what don’t. And then you have an Or, which means you can have
various configurations of this together. So we’re gonna keep this website is… And we’ll actually just
put our website in here. (typing) We’ll say Careers. Okay? So this is basically
going to be a Careers bot. And then our options would be… These are some of those
GDPR compliant things here. And then our options for a language. So if I want to preview
what this looks like… There we go. So Ally and Jason, “Right now we’re away.” So that’s what the away
message would look like. And then if I choose to restart it, it’s gonna pop back up. And again, in our settings
right now I’m set as Away, so that’s what this looks like. I’m gonna to close this. You want to name your chatflow. So if this happens to be
just a Careers Page chatflow, (typing) I’m gonna say, Careers Page Chat. And then this little toggle here, I can go ahead and turn that on, and I’m saving that. And when I go back to chatflows, then I have this Careers Page Chat. So if you go through the process of setting up different
chats on different pages, or different areas of your site, your gonna have several
different things set up here. And then you can toggle
them ON and toggle them OFF. So I’m gonna toggle this one off and turn our default message back on. If you ever want to go in here and actually change the message, you can click into Edits, and we can go ahead and change this and then go back to chatflows. And again, turn that ON or turn that OFF. So again, real quick
reminder of how to find this, because sometimes things change
and it’s hard to remember “Where do I change that chat?” When I go in here to Chatflows, that’s where we’re at right now. When someone has a chat conversation with you on the website, that’s gonna be stored over here in Inbox. So again now that we’re at our portal this is what the Inbox looks like, and I can look at what’s assigned to me, what’s unassigned, how the bots managed it. So that’s what the Inbox looks like and that’s how to manage that. And that’s it. That’s how to set up HubSpot
with LiveChat on your website. For more HubSpot hacks, how-to’s and tips, go ahead that Subscribe button. If you have any questions or comments, go ahead and leave them
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