Hubspot Live Chat Customer Reviews 2026 | Chatbots

What is Hubspot Live Chat?

Connect with your website visitors in real time to convert new leads, close more deals, and provide better support to your customers. Use live chat to automatically connect chatters to the right people on your team, route customer inquiries to your services team, and pass leads to the sales team.

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Awards & Recognition

Hubspot Live Chat won the following awards in the Chatbots category

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2026 Emotional Footprint Champion

Latest Award, 2026

Product Impact
Contract Negotiation

Latest Award, 2026

2 Top Rated Capabilities

10 Top Rated Features

2025

Strategy and Innovation
Product Impact

2025

2 Top Rated Capabilities

7 Top Rated Features

2024

Product Impact

2024

0 Top Rated Capabilities

2 Top Rated Features

2023

Hubspot Live Chat Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Hubspot Live Chat.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

88 Likeliness to Recommend

96 Plan to Renew

87 Satisfaction of Cost Relative to Value

1
Since last award

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+95 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Hubspot Live Chat?

0% Negative

8% Neutral

92% Positive

Pros

Friendly Negotiation
Trustworthy
Enables Productivity
Client's Interest First

Feature Ratings

Average 87

Workflow Processing

94

Integration With CRM

89

Scheduled Availability

88

Learning and Adaptability

88

Knowledgebase

88

Leads Generation

88

Multi-channel

86

Application Programming Interface

84

Personalized Service

83

Natural Language Processing

83

Translation

81

Vendor Capability Ratings

Average 83

Availability and Quality of Training

87

Product Strategy and Rate of Improvement

85

Quality of Features

85

Business Value Created

85

Ease of Data Integration

84

Breadth of Features

84

Ease of Implementation

83

Vendor Support

82

Ease of Customization

81

Ease of IT Administration

79

Usability and Intuitiveness

77

Hubspot Live Chat Reviews

Dishant G.

Role: Student Academic
Industry: Education
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Oct 2024

Fantastic product

Likeliness to Recommend

7 /10

What differentiates Hubspot Live Chat from other similar products?

HubSpot Live Chat is natively integrated with its broader CRM platform, offering a unified view of customer interactions across marketing, sales, and service. Its free-tier access, easy integration with automation tools, and comprehensive customer data tracking set it apart from competitors like Intercom or Drift, which may require more third-party apps or have higher pricing tiers for similar features.

What is your favorite aspect of this product?

The seamless integration with HubSpot's CRM and automation workflows is my favorite aspect. It allows teams to streamline customer conversations and follow up with automated emails or tasks directly from the chat interface, making lead nurturing incredibly efficient.

What do you dislike most about this product?

The reporting and analytics features within HubSpot Live Chat can feel limited compared to more specialized tools, especially when it comes to customizing in-depth reports for chat performance or agent productivity.

What recommendations would you give to someone considering this product?

For businesses already using HubSpot or those looking to centralize their marketing, sales, and customer support efforts, HubSpot Live Chat is a powerful tool. However, assess your reporting needs upfront, as advanced analytics may require additional third-party tools or higher-tier plans.

Pros

Helps Innovate
Unique Features
Effective Service
Inspires Innovation

Aakash S.

Role: Information Technology
Industry: Finance
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Feb 2024

Hubspot chatbot

Likeliness to Recommend

8 /10

What differentiates Hubspot Live Chat from other similar products?

It integrates well with other hubspot ecosystem.

What is your favorite aspect of this product?

Smooth integration with other hubspot ecosystem and the UI of chatbot

What do you dislike most about this product?

More policy oriented feature and internal alerts could be great.

What recommendations would you give to someone considering this product?

If you are using hubspot crm you should try the hub spot marketing hub.

Pros

Performance Enhancing
Enables Productivity
Effective Service
Inspires Innovation

Cons

Less Caring

Sanchit K.

Role: Information Technology
Industry: Technology
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Nov 2025

Powerful robust chat tool for daily user support

Likeliness to Recommend

10 /10

What differentiates Hubspot Live Chat from other similar products?

This is an easy-to-implement tool that provides great flexibility in reporting, featuring a clean UI that saves a significant amount of time while supporting users and helping clients assist them fast. Automated chat responses help to identify the user's needs.

What is your favorite aspect of this product?

HubSpot live chat support has easy integration with its own CRM tool, which saves a lot of time when it comes to managing the team and working on detailed reports and capturing client details accurately, and helps to filter the data.

What do you dislike most about this product?

One thing that is being missed in the chat tool is real-time typing of the agents. If agents are typing, it dosen't show the typing indicator or icon.

What recommendations would you give to someone considering this product?

This is the all-in-one tool that perfectly fits almost every IT business and saves a lot of time when you are looking for an all-in-one tool. It works for sales, marketing and support under one tool. Saves all the contacts and helps you to filter them and use them for future pipeline or connects.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

How We Deliver

Events

Hubspot Live Chat

What is Hubspot Live Chat?

Company Details

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Awards & Recognition

2026 Emotional Footprint Champion

Hubspot Live Chat Ratings

88 Likeliness to Recommend

96 Plan to Renew

87 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

+95 Net Emotional Footprint

How much do users love Hubspot Live Chat?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Workflow Processing By leveraging the chatbot’s AI capabilities, the intelligent routing of data across an organization, based on pre-defined parameters of a workflow.

Integration With CRM The chatbot’s integration with the organization’s CRM would allow for customer information to be queried, once the customer’s identity has been verified.

Scheduled Availability The ability to schedule when the chatbot will be available, if its role is to augment a service desk on an after hours basis.

Learning and Adaptability The chatbot should have the ability to learn the characteristics of the human with whom it is interacting. This can include speech nuances.

Knowledgebase Allows users to create knowledgebase articles, metadata tags, creation data and author's name

Leads Generation The chatbot can take its interaction as input as a possible new sales lead, for follow-up by an organization’s business development office.

Multi-channel Supports live chat, mobile app, powerbot and messenger

Application Programming Interface For more customized needs, the chatbot may have an API which would allow an in-house developer to access features of the chatbox.

Personalized Service In conjunction with CRM integration, or through the use of browser cookies, the chatbot can be configured to deliver a more personalized service to the client.

Natural Language Processing Allows chatbot to “understand” voice/text inputs relayed by a human in conversational vernacular, and be able to process & relay feedback in natural speech.

Translation Supports automatic translate to multiple languages.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Hubspot Live Chat Reviews

Dishant G.

Fantastic product

Likeliness to Recommend

Pros

Aakash S.

Hubspot chatbot

Likeliness to Recommend

Pros

Cons

Sanchit K.

Powerful robust chat tool for daily user support

Likeliness to Recommend

Pros

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Schedule Your Call

1
Since last award

Feature Ratings

Workflow Processing

Integration With CRM

Scheduled Availability

Learning and Adaptability

Knowledgebase

Leads Generation

Multi-channel

Application Programming Interface

Personalized Service

Natural Language Processing

Translation

Vendor Capability Ratings

Availability and Quality of Training

Product Strategy and Rate of Improvement

Quality of Features

Business Value Created

Ease of Data Integration

Breadth of Features

Ease of Implementation

Vendor Support

Ease of Customization

Ease of IT Administration

Usability and Intuitiveness