Inbox: Contact Events Toggle
under review
N
Nabilah Binti Salleh
Current Problem:
While contact events (e.g., assignments, lifecycle changes, workflow triggers) are already visible in the conversation window, they often take up significant space—especially for contacts with frequent automation or team interactions. This forces agents to scroll extensively to reach recent messages, interrupting their workflow and slowing response times.
Desired Outcome:
Introduce a toggle option in the conversation window that allows users to show or hide contact events as needed.
This helps agents maintain focus on the most relevant messages during live conversations, while still having quick access to event details when required.
N
Nabilah Binti Salleh
Merged in a post:
Option to hide workflow system messages in Inbox conversations
JLL Tung
When viewing a conversation in the Inbox, all workflow events (e.g. Workflow JLL – AI started/ended, Follow-Up Message started/ended, etc.) appear as messages in the conversation thread. This makes the convo box very long and harder for agents to read customer messages.
It would be helpful to have an option to:
• Hide or collapse workflow system messages from the main conversation view, or
• Group them under a single expandable system log.
This would keep the conversation clean and focused on agent–contact messages while still allowing us to see workflow history when needed.
N
Nabilah Binti Salleh
marked this post as
under review