# Hubspot Messages

**URL:** <https://community.hubspot.com/t/hubspot-messages/4115>\
**Category:** HubSpot Ideas\
**Tags:** conversations-inbox\
**Created:** [December 12, 2017, 6:57pm UTC](https://community.hubspot.com/t/hubspot-messages/4115 "2017-12-12T18:57:43Z")\
**Posts on this page:** 2\
**Page:** 1

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**Author:** ![cclancy](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/cclancy/32/18373_2.png) [@cclancy](https://community.hubspot.com/u/cclancy)\
**Post date:** [December 12, 2017, 6:57pm UTC](https://community.hubspot.com/t/hubspot-messages/4115/1 "2017-12-12T18:57:43Z")

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When using HubSpot messages, I noticed (2) things:

(1) the visitor you are chatting with always shows up as “unknown” even if they are “known” in your HubSpot system and even though you request an email address from them.

(2) if you happen to step away from your desk and forget to toggle yourself to offline, and a visitor begins to chat with you, the systems does not allow you to set a timeframe for not receiving a response and bounce to the next available person online to respond to the customer/prospect.

Can both of these be looked into for improvements?

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**Author:** ![hroberts](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/hroberts/32/52294_2.png) [@hroberts](https://community.hubspot.com/u/hroberts)\
**Post date:** [January 10, 2018, 9:18pm UTC](https://community.hubspot.com/t/hubspot-messages/4115/2 "2018-01-10T21:18:27Z")

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Hey @cclancy! For #1, it sounds like you need to reach out to our Support team to diagnose the issue. For #2, I’m going to refer you to this already open idea post to upvote 🙂 [https://community.hubspot.com/t5/HubSpot-Ideas/Auto-detect-away-feature-for-Messages-live-chat/idi-p/31012](https://community.hubspot.com/t5/HubSpot-Ideas/Auto-detect-away-feature-for-Messages-live-chat/idi-p/31012)