Timestamps & Transcript
0:01
Hello, this is Tommy. Welcome back. In this video, I’m going to teach you how to connect your Expertise AI agent to HubSpot Live Chat and enable a feature called Proactive Live Chat Jump-In, which lets a live chat agent proactively communicate with visitors who are currently chatting with your AI agent.
0:26
First, log in and go to the Integrations page. Click Configure. Here, you’ll see a toggle to enable Proactive Live Chat.
0:38
You’ll also see an option to only sync ICP-qualified identification, but we’re going to skip that for now and focus on Proactive Live Chat first.
0:48
Once we enable Proactive Live Chat, it will behave like a regular live chat experience for the visitor.
0:56
You’ll also see the active hour schedule. You can set your active hours here, and Proactive Chat will only sync to your HubSpot Live Chat during these proactive hours.
1:10
Let’s save the configuration and test it.
1:25
Now I’m pretending to be an anonymous visitor.
Hi there. What do you have?
When an anonymous visitor starts a conversation, the entire conversation is automatically synced to your HubSpot Live Chat.
1:41
You can see the conversation has started. This is the visitor’s message, and this is the assistant’s message.
1:56
Tell me more.
As the conversation continues, all messages will keep syncing into HubSpot.
2:14
At this moment, if you’re a live chat agent and you identify this as an interesting conversation, you can jump in and start a real human-to-human conversation.
2:31
How can I help you?
Once the agent sends a message, the visitor will see it in their chat window.
2:45
The visitor now knows they’re talking to a real human agent inside the chat.
3:03
Hi. Let me choose. Okay. Yep.
From here, it becomes a regular live chat conversation.
3:15
Either side can end the live chat when they want.
Once the live chat ends, you’ll receive a message confirming that the live chat is ended, and everything returns to the normal proactive live chat flow.
3:28
That’s the Live Chat Jump-In feature.
Next, we have another feature called Only sync ICP-qualified conversations.
3:38
If you enable Proactive Live Chat without this feature, then all visitor conversations will be synced to HubSpot.
3:48
That could lead to a very full HubSpot inbox. To prevent that, we built this feature.
3:58
The Only sync ICP-qualified identification feature works together with our visitor identification capability.
So you enable this, then go to Leads.
4:13
On this page, go to Settings. Here, you can define your Ideal Customer Profile (ICP).
We already have an ICP match set up here, but you can create a new one by clicking Add, then adding an ICP name and description.
4:32
Once you do that, the AI will automatically extract the criteria that define your ICP.
For example, we’re targeting SaaS companies in the technology industry, with a company size of 200+ employees.
4:48
We already have the changes here, but it doesn’t hurt to save again.
4:58
After this, whenever someone lands on your website, they can be automatically identified.
We have ways to identify visitors without them explicitly telling us, including their email, LinkedIn, company, and other information.
5:10
Once someone is identified, their conversation will be synced into HubSpot Live Chat so your live chat agent can jump in.
5:27
Now we’ll test it again.
Since we enabled ICP-only live chat, this conversation should not be sent to HubSpot Live Chat.
5:52
Hi there. How are you?
Because ICP-only syncing is turned on, this conversation should not sync to HubSpot.
6:07
And you can see it is not synced.
We also provide another way to test as an ICP.
If you click Enable test as ICP, then you’ll be automatically identified as an ICP visitor.
6:24
Now imagine this: once you turn this toggle on, you are an ICP visitor landing on the website.
In that case, HubSpot will receive a notification.
6:41
For example, a visitor is identified as someone in the software engineering space, in the internet industry, from a company with 11 employees, landing on your page.
6:52
Even if they haven’t started a conversation yet, you’ll know someone important has arrived, and you can proactively reach out.
7:06
Hi, Tommy. How are you?
When we send this message, you’ll see that these messages are sent to the visitor even before they start the conversation.
7:26
Your live chat agent can be proactive and try to win the deal, and the visitor can chat directly with the live chat agent.
7:33
Once the live chat ends, the AI agent will respond again when the live chat agent is no longer in the conversation.
Hi, what can I expect?
8:14
After the live chat ends, everything will still remain synced to HubSpot.
That’s it for the video. Thank you for watching.