As a user of a shared Conversations Inbox, I want to see full deal names, deal stages and property values in the sidebar, so that I can identify the context of a conversation at a glance without hovering over each field or opening the record.
Desired Capability
Add a setting in the inbox sidebar layout editor (Settings > Inbox & Help Desk > Inbox > Sidebar customization) that controls how long values are displayed on a card. Two options: “Truncate” (today’s behaviour, stays the default) and “Show full value” — which wraps the text onto a second and third line instead of cutting it off with an ellipsis.
Ideally this is configurable per card or per property, and settable on the Default view and on team views, so admins can decide where readability matters more than compactness. If per-property control is too granular to start with, a single account-level toggle for the whole sidebar would already solve the problem. A resizable or wider sidebar would be an equally acceptable solution.
Goal
I want to read the key information about a conversation — which deal it belongs to and what stage that deal is in — directly from the sidebar, in one look, the way it worked before the new sidebar rolled out.
Use Case
The Conversations Inbox is the main working surface for our sales and service team. Reps work through conversations back to back and use the sidebar to answer three questions in about a second: which deal is this, what stage is it in, and what are the key values on the record.
Since the new sidebar, nearly every value is truncated inside a fixed-width column. In our case deal names share a common prefix, so the part that actually distinguishes one deal from another is exactly the part that gets cut off. The result is that multiple deal cards render as visually identical rows, and the sidebar has lost its function as a scannable overview.
The only ways to recover the information are hovering over each field individually or opening the record in a new tab. Both add several actions per conversation, and that cost is multiplied by the number of conversations handled per day. For teams that live in the inbox, this is a direct throughput loss, not a cosmetic preference.
This affects any team whose object names carry meaning beyond the first ~20 characters — naming conventions with prefixes, customer names, product identifiers, order numbers, multi-language values. The information is already loaded and rendered; the limitation is a layout decision, which is why making it configurable should be a small change relative to the impact. Customers who prefer the compact look keep the current default.
HubSpot Support confirmed on 8 September 2026 that no such setting currently exists, and suggested raising it here.