Conversation events in the Inbox are currently very cluttered, especially when a conversation has several workflow actions running in the background. Many teams do not need to see every workflow trigger or backend event. In most cases, frontline teams only need the key events, such as who the conversation was assigned to, when it was reassigned and who closed it.
It would be really useful to have a setting similar to the sidebar layout, but for conversation events. Admins could choose which event types are visible for each team or role, for example:
- Assignment and reassignment
- Conversation opened, snoozed or closed
- Teammate who closed the conversation
- Workflow triggers and actions
- SLA or routing events
- Other backend or system events
Admins should still be able to see every event, and the same visibility could be enabled for teams that work on workflows, reporting or other backend processes. Frontline teams could then have a much cleaner view with only the events relevant to their day-to-day work.
Ideally, this could be managed per team, with a workspace default as a fallback. This would make conversations easier to follow, reduce noise in the Inbox and help each team focus on the information they actually need.