CRM does not merge contact info from Live Chat
closed
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Keith 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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Abhishek Kumar
closed
This is fixed and released , let us know the feedback .
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Keith Besherse
Abhishek Kumar, https://help.gohighlevel.com/support/tickets/3464913
Shaun Clark, thank you for the continued efforts to refine this feature.
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Shaun Clark
Keith Besherse Escalated!
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Keith Besherse
Shaun Clark, thank you sir. Sometimes the UI doesn't let me give feedback to your team (it says the comment isn't AI generated). Other times the UI doesn't let me give training guidance to my bot. The issue is, when the bot does something that should be prevented either by the CRM/Contacts/Calendars integration or by the prompt how do I know if this is something that is a problem with my prompt or with the back side design.
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Danni Harris
Abhishek Kumar still not working for me - please see my loom: https://www.loom.com/share/6b22d45f90af49e5b261dffcf17309d8 it's still deleting contacts and not merging. This is really frustrating!
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Danni Harris
Shaun Clark please get the dev team to review my loom. this is really blocking us and our clients
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Abhishek Kumar
Danni Harris make sure you have allow duplicate contact turned on
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Shaun Clark
Danni Harris Doing this now.
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Danni Harris
Abhishek Kumar we don't want to allow duplicate contacts that is not going to be helpful to my crm every time someone uses the chat they get created as another contact it doesn't allow us to manage our CRM effectively at all. It works if you fill the form in so this should be the same process
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Abhishek Kumar
Danni Harris message from dev team
This is a different use case and known.
Yes, workflows break when a contact is merged because the original guest visitor’s contact ID is deleted. As a result, the workflow loses its reference to the contact and fails to continue. Since the workflow was initiated using the guest contact ID, it doesn't automatically associate with the new (merged) contact ID—the parent contact. This lack of context causes the workflow to break.
Multiple discussion has already been taken up.
From chat widget team, we are going to take this up, and we are going to find a better solution to tackle this issue. (Currently this is under internal PoC)
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Keith Besherse
Danni Harris, yes. Watched your video. That is a huge problem. Maybe the reason I have lost some contacts. A hidden error! Prasoon Dadhich Core Platform Sales & Marketing Chase Buckner
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Danni Harris
Abhishek Kumar thank you for the update do they have an idea on timescale for the fix here - we are trying to sell a product that relies a lot around this part of chat support working!
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Abhishek Kumar
Danni Harris the team is actively working this and will figure out a fix soon
Can you use conversation ai for the time being
Conversation ai can also collect your email phone and other details and trigger a workflow for you .
If you schedule a call with me I can help you out with a solid workaround and atleast your business won't be impacted
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Danni Harris
Abhishek Kumar no i can't use conversation ai - we are an AI company so i have built AI support agents that we are using - keen to discuss a workaround though with you so i will schedule a call
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Keith Besherse
Abhishek Kumar thanks for the conversation this morning
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Keith Besherse
Abhishek Kumar, brilliant response by the AI! Thanks Again.
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Shaun Clark
Working on this now.
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Adam McInnes
Shaun Clark The issue we're seeing is that we set up specific custom field data on the contact when they are a "Guest Visitor". We need to merge those fields with the existing contact when the contact gets updated for some of our ai automations to work properly.
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Keith Besherse
Shaun Clark, thank you very much.
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Danni Harris
This is really important and needs fixing asap! It is making the chat widget not fit for purpose and is putting us well behind the times of other chat widgets
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Keith Besherse
Danni Harris, yep. But HighLevel keeps chasing new shiny objects instead of improving the existing features. Shaun Clark Varun Vairavan Robin Alex Robin Alex Core Platform Sales & Marketing RevEx Group
Prasoon Dadhich Abhishek Kumar Puru Bansal Abhishek Chauhan Nilasish Pal
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Keith Besherse
Actually, the most recent Live Chat on my website seemed to transition to the person’s name once it was given. The bot didn’t get last name, so I had to type it manually (from the business card). But it did push the first name into the Contact record.
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Abhishek Kumar
Keith Besherse Danni Harris . let me check here .
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Danni Harris
Abhishek Kumar please do - I have an outstanding ticket - where instead of merging a guest web chat user and a known contact it deletes the guest instead. my existing ticket is: Issue with Workflow contact Action - Danni Harris - [#3166157] It's a massive block. This loom will help: https://www.loom.com/share/e8cc5c3422ce429ca616c4e203a8bb5a
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Abhishek Kumar
Danni Harris it is raised to dev team and will be fixed asap
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Keith Besherse
Abhishek Kumar thank you!
Appointment in 5 hours.
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Dan Hogston
Glad this is a thread already, having the same issue - when booking an appointment it offers this box, I'd a prompt to offer that contact box within a mesaage or two.
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Deirdre Ventura, CHB
it should collect data and drop into CRM
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Keith Besherse
Really? Conversation AI doesn't recognize my sister?!?!? :D
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Keith 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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Keith 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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Keith 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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