Edit contact right side bar within Conversation Inbox

[YiRui_Chua]

Hey team,

Raising this for a customer here.

It would be great if we can hide some of HubSpot's default section in the contact right sidebar within the Conversation Inbox (and possibly in contact records too)

Currently, we are not able to hide or remove the default sections such as deals and conversations. However, some customers find that very cluttered and confusing.

Thank you!

[YiRui_Chua]

Hi @TommasoSpagnoli! You should be able to adjust the properties in the 'about this contact' section so they show specific properties in the Conversations inbox. When you go to Settings > Objects > Contacts > Preview Customization and click 'Update preview cards,' there should be an option for 'edit contact association card' and 'edit contact property list' as seen here:

If you aren't seeing that happen, though, it would be worth reaching out to Support so they can troubleshoot with you in more depth! 

[YiRui_Chua]

Hello! My name is Hallie, and I'm an APM on the CXM team here at HubSpot. I wanted to share an update here because I was able to meet with a PM on our product team and inquire further about this feature.

At this time, hiding or removing sections of the sidebar in Conversations is not currently in planning. With that said, since this post has been shared, other customizations have been released in Conversations and Help Desk, such as the ability to update preview cards in the Conversations inbox and in Help Desk. While these don't address hiding sections in the sidebars, I still wanted to share them in case these other customization options are useful.

With that said, if this feature is particularly important to you, we recommend reaching out to your CSM and filing a Roadblock with them regarding this feature. That way, our product teams can keep track of the traction it gets and monitor continued interest. 🙂

Thanks everyone! 

[rogermcnall]

It would also be great to control what property group or groups are shown in the side bar.
Different teams have different inboxes.
Different teams have different propert groups containing the properties most relevant to their team and the work done in that inbox.
Being able to display the property group or groups most relevant would be way more elegant that jamming 172 properties into "About this Contact".

[RQuinn9]

It would be really helpful to customize the right column in conversations tab, but also to have conditional property logic work within this panel as well. 

[AlissaSumerano]

The right sidebar in the Conversations Inbox needs to be customizable! The options currently available are almost all useless to my team. We need access to specific properties, as well as Playbooks. It's annoying to have to open the contact record in a new tab and jump back and forth to fill in data. It should also be customizable by team, just like the Contact and Deal Record views are. Our Service Team has different requirements from our Sales Team, etc.  

[razr]

We can customize the side-bar on the ticket itself, so it's surprising that the same functionality isn't applied to the Conversations' side-bar as well. This would be really handy.

[ncameron]

+1

[GraziScienza]

Ideally needs to be customisable 

[SEdens]

We need this! 

[nachovizan]

+1

[LFantini]

+1000000

[LJohnston7]

Please make this happen! Also, not all contact properties are relevant for the support team, but the ticket properties are. 

[HCardozo]

We need that option to! 🙏

[SImmel]

Absolutely instrumental to the way our Account Management team operates. We don't have the time to open new tabs for every email that comes in and we are missing important Account-based information because of it.

Would upvote more than once if I could.

[BoFleming]

+1

[Juile_Edwards]

This is an example of how HubSpot is not built well for Support teams. We absolutley need the ability to declutter and only show what info is relevant to the team working the ticket, hiding the rest that may be pertinent to sales and marketing. Hoping this idea and the conversation inbox gets some love soon. 

[TMoispointner]

+1

[VClement]

Still waiting for this! This would be SO helpful! There re fields I can't see!

[tomatohead]

Please upgrade this feature. When chat on inbox and would like to update by segment. it's helpful for support my team.

[FGless]

Its needed so badly for us. We do almost everything via WhatsApp and the inbox is our most used section in HubSpot. Every time we need to switch to another section is time and efficiency lost. Would be great to treat "Conversations" just as another object and let us customze the side bars, apply filters and add custom CRM cards.

[natalia_loewen]

I agree! Also it would be useful to show the leads in the right sidebar. Then we could create leads directly from inbox.

[bmoseley]

Why can we customize every other right sidebar except this one?