AC
Current Limitation:
The right-side panel in the Inbox can only display one module at a time. Agents must constantly switch between Contact Details and Activity History, which creates unnecessary friction—especially when both pieces of information are needed simultaneously during live conversations.
Proposed Solution:
  1. Split-Panel Layout
Introduce a configurable split-view layout that allows two modules to be displayed at the same time within the right panel.
Top Module – Contact Details:
  • Displays CRM information such as name, email, phone number, tags, and custom fields
  • Provides key customer context at a glance
  • Remains visible throughout the conversation for quick reference
Bottom Module – Activity Section:
  • Displays the activity feed, including comments, workflows, and system events
  • Preserves existing sorting and filtering capabilities
  • Allows agents to review conversation-related actions without switching views
  1. Configuration Options
  • Toggle to enable or disable the split-view layout (users can revert to a single-panel view if preferred)
  • Adjustable divider to resize the top and bottom sections based on user priority
  • Module layout and sizing preferences persist across sessions
  • Optional: Allow users to swap module positions (e.g., activity on top, contact details at the bottom)
Benefits:
  • Eliminates constant context switching between contact information and activity history
  • Improves agent efficiency by showing critical information simultaneously
  • Maintains workflow continuity during active customer interactions
  • Reduces clicks and cognitive load when handling multiple conversations