The HubSpot chatbot is the bubble in the lower-right corner of the vianations.org, Shopify store, Pathwright online learning and Virtuous Donor Portal websites. This is the primary method of interacting with Via customers from our websites.
Finding a HubSpot Conversation
Log into HubSpot
Click on Conversations in the top menu
Choose Inbox from the Drop Down menu
Scroll down in the left hand menu and click on the correct Chat inbox
Note: More inbox views will be added here as needed.
All Open conversations will be shown there
Click on the conversation you want to respond to
Scroll through to read the message(s)
Responding to the Conversation
Respond to the user by either Live Chat box or Email
Either way you choose to respond, HubSpot will keep track of the conversation.
Check the time and date of the conversation by looking at the timestamp in the upper right corner.
If it has been a short time feel free to reply in Live Chat.
If it has been more than 10 minutes an email would probably be best.
If you are unsure, and you have the time, you can always try to use the chat and see if they are responsive. If not use email.
Collaborating on the Conversation
There is also a comment feature available where you can collaborate with other Via team members or keep private notes related to the conversation.
You can @ mention other staff members and they can reply and then you can reply to the customer by email or by chat.
Assigning the Conversation to Another Team Member
Click on the Owner dropdown option at the top of the Conversation
Scroll through to find the right staff member or type their name to find them
Click to select them and assign the conversation to them. They should receive an email notifying them that they have a new conversation assigned to them.
Closing the Conversation
Once a conversation has been finished you can mark it as Closed
Click the checkbox to the right of the users name and then click Close Conversation in the top right corner
Once the conversation is closed the customer will receive an email with a transcript of the conversation
Additional Information
You can view and update information about the user in the right hand menu.
Contact Information, companies, associations, previous conversations, subscriptions, orders, courses, events, etc.
Your availability
You can set when you are available by clicking the “you’re available” box in the upper left corner.
You can also set your working hours here if you would like.
If you are logged into HubSpot and “available” the user will be directed by the chatbot to wait for your reply. If you are unavailable or not logged in then the user will be told that you will email them as soon as possible.