Current Limitation:

The right panel currently displays only one view at a time, forcing agents to switch between contact details and activity history. This creates unnecessary friction when agents need to reference both simultaneously during customer interactions.

Proposed Solution:

Split-Panel Layout

Implement a configurable split-view panel that supports two modules simultaneously:

Top Module - Contact Details:

Display CRM information: name, email, phone, tags, custom fields

Shows key customer data at a glance

Always visible for context during conversations

Bottom Module - Activity Section:

Contains the activity feed with comments, workflows, and system events

Maintains the sorting and filtering options proposed earlier

Provides conversation history without switching views

Configuration Options

Toggle to enable/disable split view (users can collapse to single view if preferred)

Adjustable divider to resize top/bottom sections based on priority

Module preferences persist across sessions

Optional: Allow users to swap module positions (activity on top, contact info on bottom)

Benefits:

Eliminates context switching between contact info and activity history

Improves agent efficiency by displaying critical information simultaneously

Maintains workflow continuity during customer interactions

Reduces clicks and cognitive load for agents handling multiple conversations