Live Chat / LeaBooster Issue

I have recently signed up to use the live chat function.  I find it frustrating that a visitor has to enter either their telephone number or email address first, before entering the chat.  

This to me, is potentially a barrier to website visitors engaging in a chat, as they may not want to reveal this information!

Has anyone figured out a work around in order to avoid the need for a visitor to do so?

Thanks.

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  • Vladimir Dubakin
    Vladimir Dubakin Ex-Pipedrivers Posts: 101
    Pipedrive Employee
    edited February 24 #2

    Hey, hey, Gordon!

    Vladimir from Pipedrive management team is here to hopefully clarify Leadbooster live chat functionality.

    If you wish to collect the contact details first - you can adjust your Leadbooster flow yourself:

    https://support.pipedrive.com/hc/en-us/articles/360008032277-Live-Chat-#C2

    As you already have a playbook embedded - you can just open it and re-configure it according to your preferences:

    https://d.pr/2yq7e4

    Hope that explains it, but if you need any help with Live chat or any other Pipedrive related issue - feel free to reach out [email protected]

     

    And have a wonderful day :) 

    Kind regards,

    Vladimir

     

  • Gordon Gunn
    Gordon Gunn Posts: 2
    edited August 2020 #3

    Hey, hey, Gordon!

    Vladimir from Pipedrive management team is here to hopefully clarify Leadbooster live chat functionality.

    If you wish to collect the contact details first - you can adjust your Leadbooster flow yourself:

    https://support.pipedrive.com/hc/en-us/articles/360008032277-Live-Chat-#C2

    As you already have a playbook embedded - you can just open it and re-configure it according to your preferences:

    https://d.pr/2yq7e4

    Hope that explains it, but if you need any help with Live chat or any other Pipedrive related issue - feel free to reach out [email protected]

     

    And have a wonderful day :) 

    Kind regards,

    Vladimir

     

    Thanks Vladimir,

    I don't wish to collect any contact details from the user unless they offer it.  I want to enable visitors to go straight into an anonymous chat.

    Gordon

     

  • Inês Batata
    Inês Batata Admin Posts: 3,155 COMMUNITY MANAGER
    2500 Comments Second Anniversary 5 Likes First Answer
    edited August 2020 #4

    Hey, hey, Gordon!

    Vladimir from Pipedrive management team is here to hopefully clarify Leadbooster live chat functionality.

    If you wish to collect the contact details first - you can adjust your Leadbooster flow yourself:

    https://support.pipedrive.com/hc/en-us/articles/360008032277-Live-Chat-#C2

    As you already have a playbook embedded - you can just open it and re-configure it according to your preferences:

    https://d.pr/2yq7e4

    Hope that explains it, but if you need any help with Live chat or any other Pipedrive related issue - feel free to reach out [email protected]

     

    And have a wonderful day :) 

    Kind regards,

    Vladimir

     

    Thank you for your feedback @Gordon Gunn , we appreciate it.

    This is actually already possible: the mandatory phone or email collection applies only to the offline flow, where the chatbot will take over the conversation and needs to collect at least some personal information in order to create lead or deal. Offline flow happens only when a conversation is not assigned to anyone and it expires or no one is online.

     

    Online flow is the one leading up to the live chat card, where the bot conversation ends and is “transformed” into live conversation.
    Greeting - Question - Live Chat.
     

    Offline flow is the same, except that it doesn’t end at the Live Chat card. In case no one is online,  or if conversation times out, the offline message is sent and the bot continues with the rest of the playbook branch.
    Greeting - Question - Live Chat (offline message) - Person Email - End result.

     

    That being said, I can see how the interface can be improved to be made clearer, so I've made sure your suggestion reaches our team for consideration in future developments. 

     

    If you have any more questions about this or need help setting up your chat flow, please reach out to our Support team and they will help you. Thank you!