Agent Dashboard and Inbox Right Panel: Customizing Your Layout

Overview

Two parts of the messaging workspace can be arranged to suit each agent. Both are saved per browser, so your layout follows you on that computer and never changes anyone else's view.

• The agent dashboard (/dashboard, and the same cards on the Inbox "waiting for chats" screen)
• The right panel of a conversation (Contact tab)

Rearranging dashboard cards

1. Hover a card and grab the six-dot handle in its corner, then drag it where you want it. You do not need to enter Customize mode.

2. To move a card with the keyboard, focus the handle and press the Up or Down arrow.

3. Use Add widget to bring back a card you removed. Use Customize to show, hide, or reorder cards from a list.

Icons and colors on dashboard cards

Each card has a colored top edge and a small icon next to its title. To change either:

1. Open your name or avatar in the bottom-left corner, then Profile Settings (/profile).

2. On the Preferences tab, find Icons on dashboard cards and Colored dashboard cards.

3. Turn either one off. The change applies right away, with no reload.

Both are on by default. Turning off colored cards gives plain neutral cards. The setting is saved per browser.

Rearranging the right panel in a conversation

The Contact tab has five sections: Contact Information, Conversation Details, Visitor Info, AI Summary, and Contact Timeline.

• Drag: hover a section header, grab the six-dot grip, and drop it above or below another section. A blue line shows where it will land.
• Menu: open the three-dot menu on a section header and choose Move up or Move down. This is the easiest way on a touch screen.
• Keyboard: focus a section's handle and press Alt plus the Up or Down arrow. Press Enter or Space to open the section menu (which includes section color).
• Color: right-click a section (or use its menu) to tint it.

Your order is remembered on that browser.

Troubleshooting

My layout reset on a different computer — layouts are saved per browser, so set it up once on each computer you use.

A card I expect is missing — some cards only appear when the feature is on for your plan (for example NPS, Live Visitors, or Revenue). Ask your admin if a feature is missing.

I cleared my browser data and lost my layout — the layout lives in browser storage, so clearing site data resets it to the default.