We should add a timestamp view that reflects the last message sent or received in the conversation, independent of any automated system activity.
Right now, when the inbox is set to “last activity”, the timestamp includes all automated actions performed by the bot. This makes it look like the conversation was active more recently than it actually was. For example, a ticket may show activity from 4 days ago because of bot automation, even though the last real message was 7 days ago. This creates confusion when trying to understand how long it’s been since the user or agent actually communicated.
We would like to add a new display option in the inbox (or adapt “last activity”) so we can view the timestamp of the most recent human message (sent or received), ignoring automated events. This would help the team quickly understand true message recency and prioritize conversations more accurately.