Let us define the preview behavior: Last user message vs. Last thread message
Willy Jauregui Vera
Currently, the chat preview in the sidebar does not consistently show the last user message. Sometimes it displays the last thread message (e.g., bot response), other times it shows the user’s last input. This creates confusion for businesses trying to quickly see the conversation context or who was the last to respond
Feature Request:
Add a configuration setting that allows admins to choose what is displayed in the chat preview:
Option 1 (default): Show the last user message
Option 2: Show the last thread message (agent or bot, or etc.)
Value:
- Businesses can adapt the preview to their workflow and next steps.
- For some, always showing the user’s last message makes it easier to spot unattended queries.
- For others, showing the last thread message provides more context and feels more natural/logical.
Log In
Alejandro Echeverria
Same for us, sometimes when we use the filter "Not admin reply" it shows chats that in the preview shows the last message by the client, but once you enter de chat it shows that the agent actually replied.