It will always depends on your use case, but best practice will be to start with a bot to ask the qualifying questions and then re-route this to the appropriate person on the team. If your team is small, there’s not a need for this. Also, it is always good to add a CSAT survey after the live chat. This will help you to collect feedback immediately after the customer’s chat ends
- How to create a live chat in HubSpot.
- How to create a chatbot in HubSpot (which can give you multiple options and automate processes when you are not online here).
- How to go deeper in bot automations