As in all other areas of HubSpot, I suggest adding “Records Customization” capabilities for contact preview panes in the conversation inbox.
These panes used to be modifiable, but now are not. I suspect this capability went away when HubSpot launched the centralized “Records Customization” area, which is a huge improvement, but overlooked records in the conversation inbox.
What a complete waste of time for every Hubspot user visiting this page. This used to be normal functionality in Hubspot to edit this view…and now it’s suddenly gone?
Whatever product manager was involved in this decision should be removed. What a waste of time for everyone, for a completely pointless reason.
I completely agree. I’d like to amend the chat flow to populate customer properties about the chat, such as what it was about.
whilst I could create a ticket for this, if there is already a ticket created I would be causing an unnecessary duplicate for the sake of it.
if the user could do this across all conversations, similar to outcome codes and we could track whether conversations were about new issues or following up existing ones, then store other properties to this
Agreed, this is very much needed! I really need this to support my clients. The contact preview pane in the conversations inbox has cards that those managing the chat inbox do not need to scroll through. And there are cards such as lead stage tracker that I need to add but it is not possible to customize.
It looks like you can customize the contact preview fields.
Bad news:
The functionality is completely hidden.
It’s going to apply to all inboxes and teams… even though what I in service need to see on a support convo with a customer is different from what sales needs to see in a new inquiry convo with a prospect.
I don’t see a way to change or delete previous personal customizations.
Settings > Data Management/Objects/Contacts > Preview Customization tab > “update preview cards that appear outside of the CRM”
This is silly. “Inbox” is located in the “CRM” section of the nav bar. What in the user experience other than pure desperation would lead one to guess the sidebar preview we’re trying to impact is “outside of the CRM”?
Further, I had customized my sidebar long ago, back when it was easy to locate and modify the inbox right sidebar module for yourself as an individual viewer. Now that we’ve determined what we want in the inbox preview as a team, I can’t make my own personal preview comply. It seems to be frozen on my earlier personal customization.
However, this pane seems inconsistent with what I’m seeing in Inbox (and anywhere else). It seems like I’m seeing a mix of my personal panel view (i.e. user-defined default contact panel view) and the “preview card outside of the CRM”. It could be leftover from the previous working inbox panel customization, but I’m too nervous to touch it/change it. If anyone is starting from scratch, let us know if the “preview card outside of the CRM” is working!
Here are some additional details of my specific use case in case it’s helpful. The below chart compares the properties displayed in the Inbox and in contact records, as well as the two customization areas.
