CRM does not merge contact info from Live Chat
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Keith1 Besherse
Despite giving the Live Chat my name, phone, email, and business it uses Guest Visitor as the contact name instead of merging with my contact record in the CRM.
This seems like a programming oversight. The CRM should use email and phone to find and merge with the contact if already present in the database.
Ticket #: 1803528.
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Keith3 Besherse
I realize that people with 3rd party apps to sell are going to push their solution. Which means ideas board suggestions to fix the problems in the native version don't get enough votes. My interest is in improving HL. I am interested in optimizing the native LeadConnector user experience. I am promoting a “don't use 3rd party apps unless they do something that HL doesn't do" approach.
A year ago I effectively created the class booking calendar function. But the native version is a much cleaner user interface. Because I am not financially vested in selling my solution I can easily release my claim to having the best way to solve that particular problem. The native version is good enough for most small businesses.
HL has decided that Conversation AI and Workflow AI will be native functions.
Shaun Clark could have decided to only incorporate Content AI. He didn't. He said, we are going to use Conversation AI to give small businesses a Live Chat function on their website. I am all in to support his decision.
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Keith1 Besherse
Really? Conversation AI doesn't recognize my sister?!?!? :D
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Keith1 Besherse
The business name is right there. Why is Conversation AI asking for it and why is HL not updating the contact database?
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Keith1 Besherse
Another conversation in which the person gave name and business name. Conversation AI recognizes the data. But does not pass the info to the Contact record.
And then...when the contact says "sure" in response to "are you a plumbing company" the bot says that my company does not provide marketing!!!
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Keith1 Besherse
Here I used a different browser (to reset the cookies) I gave it my contact info. The workflow ran; triggered by Reply Channel = Live Chat. Update Contact action returned an error for email and phone, and overwrote "Guest Visitor Jurzi" not with "Keith Besherse" but with "Guest Visitor Jurzi"! :D :D :D
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Keith1 Besherse
Another example. I hand typed the all lowercase first name so I can do a manual merge once I am done with this comment.
Here we have a case where a HL automation is talking to one in another HL agency (obviously it would be a privacy violation for the two databases to share contact info, but the point is the info is there, why does the platform not recognize the Contact ID?).
Meanwhile the appointment in question is right there on the calendar. Clearly the Conversation AI is not using the subaccount database as a critical element of the context for the conversation.
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Keith1 Besherse
And this conversation.
Again, the appointment is right there on the HL calendar.
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Keith1 Besherse
Here is the reverse symptom. I told Conversation AI (in settings) that I want it to ask for name, business name, email, & phone, and if the person is a business owner. However, when the Reply Channel is IG DM and the CRM clearly has collected both first and last name the Conversation AI should include those data fields in the context for its further interactions.
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Keith1 Besherse
Core Platform, I should have put this in the dedicated Board for Live Chat
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Keith1 Besherse
There MUST be a time delay here. The bot is asking for contact info and then IMMEDIATELY timing out! It is resetting to "start new chat;" not waiting for the customer to respond with the requested details.
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Keith1 Besherse
This is how it looks in the Conversations tab.
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Keith3 Besherse
Puru Bansal, another HL agency owner had the Sam experience on my Live Chat yesterday
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