I would like to suggest an enhancement for FreshChat to improve customer context during conversations.
Currently, we do not have full visibility of all the URLs a user visits while interacting with the chat. It would be extremely valuable to have a feature similar to HubSpot, where every time a customer navigates to a new page, the URL is automatically captured and displayed directly within the chat thread under their latest message.
This would allow support and success teams to:
- Better understand the customer journey in real time
- Provide more accurate and contextual assistance
- Reduce back-and-forth questions about where the user is on the platform
- Improve troubleshooting efficiency for technical issues
Ideally, each new URL visited by the user would appear as an additional line or metadata entry associated with their most recent message, creating a continuous and transparent view of their navigation path during the conversation.
This enhancement would significantly improve the quality of support and align FreshChat with advanced customer context tools such as HubSpot’s conversation tracking.