Customer Input before using Messages
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.