Inbox: Option to hide or collapse conversation events
under review
N
Nabilah Binti Salleh
Business Problem:
Currently, conversation events such as Workflow actions, assignments, collaborator changes and Lifecycle updates appear inline in the conversation window, between customer messages. In long or busy conversations, these events make it hard to scan what the customer actually said, and agents can miss important context.
Desired Outcome:
- Users can hide, collapse or expand conversation events in the conversation window.
- The choice can be set per User or for the whole Workspace.
- All events stay available in Activities for audit and troubleshooting.
Use Cases:
An agent handling a Contact who passed through several Workflows sees only the messages and expands events when needed.
Current Workaround:
N/A — no workaround currently exists.
N
Nabilah Binti Salleh
Merged in a post:
Add an option to hide or collapse Conversation events in Inbox
JLL Tung
Problem
Conversation events—such as workflow actions, assignments, collaborator updates, and lifecycle changes—appear inline with customer messages in Inbox. In active conversations, these system-generated updates create visual clutter and make it harder for users to quickly scan the actual customer interaction.
Impact
Workspace users spend more time scrolling and distinguishing customer messages from internal system events. Important customer context can be missed, especially in long or high-volume conversations. This reduces Inbox usability for teams that rely on fast responses and efficient conversation handling.
Desired result
Add a setting or toggle that lets users hide, collapse, or expand conversation events in Inbox as needed. The preference should ideally be configurable per user or Workspace. Events should remain accessible in the Activities tab for audit history, troubleshooting, and full operational visibility.
A
Alyaa See
Merged in a post:
Hide workflow assignment events from agents in the conversation view
S
SAmar Soliman
We want the system messages generated by workflow assignments, such as:
- Workflow Assignment started/ended
- Assigned to you
- Assigned to another user
to be hidden from agents inside the chat view, while keeping them available internally if needed.
Use case:
These messages create clutter in the inbox and make the conversation timeline harder to read for agents.
Expected outcome:
Agents should not see workflow assignment system messages in the chat thread.
A
Alyaa See
Merged in a post:
Hide events in chat
Amit Bendor
Enable an option to hide all events in chat such as workflows starting, workflows endingd, snoozing, assignments etc. and just leave the messages and notes. that's because workflows tend to add a lot of events to the chat that "spam" the view".
A
Alyaa See
Merged in a post:
Feature request: Button to hide system events and chat flow notifications
José Daniel Barbosa
Hello, respond.io team:
I would like to suggest an improvement for the inbox interface. Currently, system events (such as “Workflow started/finished” notifications, assignment changes, and so on) create excessive visual noise in the conversation history.
When a contact interacts with several AI modules or is reassigned, the screen becomes saturated with these gray texts. This breaks the reading flow and makes it difficult for human agents to quickly review the real context of the messages between the customer and the company.
Proposed Solution:
It would be very helpful to implement a switch (toggle) or filter in the chat view that allows “Hide/Show system events”. This way, administrators could activate the full view if they need to debug a flow, but agents could work with a clean interface that only shows the messages sent and received.
Thank you in advance for taking this into account for future updates.
Regards,
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N
Nabilah Binti Salleh
Merged in a post:
Remove workflow notifications from chat with the customer
I
Ignacio Cucchi
It would be great to have the option of disabling the notifications that appear in the workflows chat window to make the conversation much cleaner. Because with so many workflows working, it's annoying to follow the line of conversation with the customer.
N
Nabilah Binti Salleh
Merged in a post:
Option to hide workflow system messages in Inbox conversations
JLL Tung
When viewing a conversation in the Inbox, all workflow events (e.g. Workflow JLL – AI started/ended, Follow-Up Message started/ended, etc.) appear as messages in the conversation thread. This makes the convo box very long and harder for agents to read customer messages.
It would be helpful to have an option to:
• Hide or collapse workflow system messages from the main conversation view, or
• Group them under a single expandable system log.
This would keep the conversation clean and focused on agent–contact messages while still allowing us to see workflow history when needed.
N
Nabilah Binti Salleh
updated the status to
under review