Let us define the preview behavior: Last user message vs. Last thread message
complete
Willy Jauregui Vera
Currently, the chat preview in the sidebar does not consistently show the last user message. Sometimes it displays the last thread message (e.g., bot response), other times it shows the user’s last input. This creates confusion for businesses trying to quickly see the conversation context or who was the last to respond
Feature Request:
Add a configuration setting that allows admins to choose what is displayed in the chat preview:
Option 1 (default): Show the last user message
Option 2: Show the last thread message (agent or bot, or etc.)
Value:
- Businesses can adapt the preview to their workflow and next steps.
- For some, always showing the user’s last message makes it easier to spot unattended queries.
- For others, showing the last thread message provides more context and feels more natural/logical.
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António Fernandes
marked this post as
complete
Preview behavior: the system now consistently shows the last user message as the preview.
Team Assistant
Example UI that can solve this.
1) Agent reply preview is showed with an arrow that represents "replied" (see Candice example)
2) User message preview is showed without arrow (example Nathaniel Vannuchi chat)
3) Internal note is added to user with lock icon (example Klaus Crawley chat)
So this preview makes the daily operation easier, because you can see the "last action", wether is user message, internal note or agent reply.
Team Assistant
Same here: it shows chats that in the preview shows the last message by the client, but once you enter de chat it shows that the agent actually replied.
"chat preview in the sideba" Must be solved asap.
Alejandro Echeverria
Same for us, sometimes when we use the filter "Not admin reply" it shows chats that in the preview shows the last message by the client, but once you enter de chat it shows that the agent actually replied.