Display recent conversation reply date in contact's activity

HubSpot Ideas
1

Hi everyone,

There was a recent query from a customer who noticed that conversation replies (from WhatsApp) were displayed in chronological order for the date of 1st message by a contact, in the Contact’s activity page.

However, it would make more sense to them if we showed by the date of the contact’s recent reply. Having the option to toggle between both would allow for easier naviagation through the Contact’s activity page

2

+1 - this is a real workflow blocker for us. We run customer conversations through native WhatsApp, and because the whole conversation is one thread-level activity that keeps its original date, new inbound replies never surface as recent activity. A message that came in today sits under a WhatsApp card dated months ago, so reps have to know to scroll down and expand an old activity to find it.

The knock-on effects go beyond navigation:

  • Automations that trigger off “last activity date” don’t fire for WhatsApp replies.
  • Lead/health scoring that weights recency undercounts genuinely active conversations.
  • Active-list segmentation on last activity misses contacts who are actively messaging us.

Our ask: when a new WhatsApp/Conversations reply comes in, update the activity’s date so it reflects the most recent message (or expose a toggle to sort by most-recent reply). HubSpot Support confirmed today’s behavior is by-design with no setting to change it (ticket #47475071626), so this needs to be a product change. Help Desk’s 24h new-thread behavior is only a partial workaround that has not yet been proven out.

Other platforms, like timelines.ai create a new activity per 24 hours period.