Improved Conversation View for Inbox and Help Desk

HubSpot heard feedback from customers regarding the need for a better viewing and messaging experience in the Inbox and Help Desk. These improvements are available in all hubs and service tiers.

The HubSpot community asked for a clear distinction between sender and recipient messages. To achieve this goal, the message header has been updated to optimize the vertical space in the thread. Changes to the layout and spacing used for the Inbox and Help Desk also improve the user experience.

Why it Matters?

HubSpot is committed to the ongoing effort to provide customers with an easier way to identify information in a conversation with less effort and fewer clicks. This step is one in an overall effort to improve the readability of conversations and support customer efforts of productivity and efficiency.

How it Works

Some of the changes you can expect with this redesign include:

• The blue header banner will change into a sleek and compact sidebar that preserves more vertical space. As a result, more messages are visible in the same real estate, reducing the need for scrolling and improving the high-level conversation overview.
• Forwarded messages will appear in a distinctive yellow in the sidebar.
• Avatars and profile pictures have moved into the message header.
• Channel name is replacing the channel icon for greater clarity of the channel type.
• ​​Timestamp will shift from left to right with a hover tooltip for full detail.
• Email actions will be visible by default with no need to hover over reply, reply all or forward.
• Copy functions and shortcuts will be easy to access – now, you can copy email addresses in the dropdown.

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