Creating a conversation system that adapts to every variation without sacrificing readability and scannability.
We learned how support agents rely on tags for context and reply-time goals for urgency. Customers had been relying on inbox colour labels as a workaround to flag urgency on live chat channels. All these learnings and more shaped how we refined content lockups, reorganised metadata, and introduced variable heights for quicker scanning.
Early iterations (first image is the previous experience)
We introduced a new top-level tab system of Open, Later, and Done that better reflects how support agents triage conversation
As the inbox evolved from a traditional model to ticketing with more customisable statuses, the old structure caused conversations to get lost.
We explored a new way of working through the inbox, running sessions with customers and internal support teams to find where it broke and where it could open up new ways of working.
Early iterations
We learned customers were losing track of where they'd been mentioned, a key gap we made sure to introduce in the new approach.
We learned how differently roles and teams use their inbox, so we baked in flexibility - letting you highlight the folders that matter most to you.
Only a small segment of customers used discussions (internal DM's), so we initially made it less prominent and bundled it under subscribed. We quickly learned that didn't work for the customers who relied on it.
