# Customer Input before using Messages

**URL:** <https://community.hubspot.com/t/customer-input-before-using-messages/1685>\
**Category:** HubSpot Ideas\
**Tags:** conversations-inbox\
**Created:** [April 19, 2017, 3:49pm UTC](https://community.hubspot.com/t/customer-input-before-using-messages/1685 "2017-04-19T15:49:52Z")\
**Posts on this page:** 1\
**Showing post:** 1

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**Author:** ![KateVertigo](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/katevertigo/32/26385_2.png) [@KateVertigo](https://community.hubspot.com/u/KateVertigo)\
**Post date:** [April 19, 2017, 3:49pm UTC](https://community.hubspot.com/t/customer-input-before-using-messages/1685/1 "2017-04-19T15:49:52Z")

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We are currently using the beta of Messages and the biggest fault we see is the lack of information it collects/provides to us when a customer attempts to chat with us. This makes it incredibly difficult to reach out to the person contacting us to follow up on a chat. Because Hubspot collects no info, I have no way of reaching out to that customer to answer their question and hopefully lead to a sale.

Based on this, my strong recommendation is to allow us to create certain required fields to use the chat. For our company in particular, we’d likely ask for a first name (maybe last name?) and an email address. Not only does it give us a way to follow up with this customer, this will also allow us to connect the customer with the right person on our team if they’re already a customer with an agent assigned to them.

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_[View the full topic](https://community.hubspot.com/t/customer-input-before-using-messages/1685)._