While contact events (e.g., assignments, lifecycle changes, workflow triggers) are already visible in the conversation window, they often take up significant space—especially for contacts with frequent automation or team interactions. This forces agents to scroll extensively to reach recent messages, interrupting their workflow and slowing response times.

Introduce a toggle option in the conversation window that allows users to show or hide contact events as needed.

This helps agents maintain focus on the most relevant messages during live conversations, while still having quick access to event details when required.