Conversation & Contacts UI Enhancements Live!

Photo by Cherrydeck on Unsplash

We recently rolled out a set of user interface updates to our business software that directly improve how we manage contacts and conversations. These changes are small on their own but add up to noticeably faster, clearer, and less frustrating daily work. For growing teams juggling follow-ups, onboarding, and sales pipelines, the result is fewer mistakes and more time spent on high-value tasks.

Why these UI changes matter to our business

• Fewer clicks: Cleaner layouts and clickable cards reduce the time between seeing a problem and taking action.
• Faster decisions: More visible context at a glance helps us prioritize who to contact and why.
• Less confusion: Clearer fields, consistent icons, and improved bulk actions cut down mistakes when multiple team members work on the same account.
• Easier onboarding: New team members find the interface more predictable and learn processes faster.

What changed — key updates that impact daily work

The updates fall into a few practical categories. Below we outline what was changed and how each tweak helps our operations.

Improved visibility and contrast

• Darker input fields: Inputs now stand out from labels. We no longer pause to figure out where to type during client calls.
• Empty fields show double dashes: Fields without data display --, which removes ambiguity about missing information and avoids accidental overwrites.
• Enhanced background contrast: Panels and sections are easier to scan so we spot critical items fast during busy days.

Smarter layouts that group related information

• Folder sections with grey backgrounds: Contact details like phone numbers and emails are now visibly grouped. That keeps contact folders from blending into other fields and helps when transferring accounts between team members.
• Additional phones and emails live inside folders: Secondary contact methods are tucked where we expect them, which speeds up outreach when the primary channel fails.

Actions that let us move faster

• Opportunities moved under Actions: The most requested change for a reason. Moving opportunities into Actions means fewer clicks to create, view, or update deals.
• Entire card is clickable: Clicking anywhere on a contact card opens it. That small change removes unnecessary precision and saves time when we are on the phone or using a laptop trackpad.
• Dedicated delete contact icon: A visible icon for delete reduces wasted time hunting through menus and lowers the chance of accidental deletions due to hidden options.

Cleaner tag management

• Wider, cleaner tag popup: Tagging contacts is simpler, particularly when we apply multiple tags while segmenting lists for campaigns.
• Fully visible tags with expand and collapse: Long tag lists are easier to scan and edit, which helps when a contact accumulates many labels over time.

Better context at a glance

• Engagement score next to contact name: A quick visual indicator of how engaged a contact is helps prioritize follow-ups. Clicking it shows details if we want to dig into recent activity.
• Richer activity logs: Activity entries now include pipeline, stage, and related context. That means we can see not just that a change happened but where it changed in the deal process.

Conversations page enhancements

• Larger, clearer icons: Icons are now easier to recognize, cutting down on misclicks when switching channels or statuses.
• Improved bulk-select flow: Bulk actions are more intuitive and less error-prone when we update dozens of conversations at once.
• Visible indicators for emails with multiple threads: Threads with multiple messages are clearly labeled, so we don’t miss context when jumping into a conversation.
• Larger snippet selector in the composer: Using saved message snippets while composing replies is faster, which reduces repeated typing and speeds response time.
• Improved translation support: Missing strings are handled better across languages, which helps teams servicing multilingual customers.

Practical examples: how these updates improve common workflows

Below are real-world scenarios showing how the changes make a day-to-day difference.

1. Faster onboarding of a new customer

• We import a new client’s contact info and immediately see any empty fields marked with --. That prompts us to complete missing data before the client even finishes their first onboarding call.
• Secondary phone and email entries are found inside the contact folder, so we capture emergency contact methods quickly without hunting through the page.
• We add tags using the wider popup and collapse long lists while deciding segmentation — a faster, less distracting experience for whoever is doing data entry.

2. Prioritizing follow-ups during a busy day

• The engagement score next to each contact tells us who has interacted recently and who needs attention. We sort the list by engagement and jump into the top items.
• Because the entire card is clickable, we open a contact in one click, check the richer activity log to see pipeline and recent stage changes, and take action immediately.

3. Clearing a backlog using bulk actions

• When we need to update the status of dozens of conversations, the improved bulk-select flow prevents accidentally selecting the wrong threads.
• We apply an update across multiple conversations and use the larger snippet selector to reply with a consistent message. The change is faster and less error-prone than manual replies.

4. Handling complex email threads

• Emails with multiple threads now have clear indicators. We open the right thread and see prior messages immediately, avoiding duplicated responses and missed context.

How to adopt these changes smoothly

Rolling out UI changes to a team can be disruptive if not handled carefully. We follow a few practical steps to minimize friction and get value from updates quickly.

• Brief team walkthrough: Spend 15 minutes with the team to highlight where fields moved, how to use the clickable cards, and the new delete icon. Short demos reduce confusion later.
• Update internal SOPs: Adjust checklists and onboarding documents to mention the visible engagement score and where additional contact methods live.
• Set a standard tagging system: Decide on core tags and how to use expand and collapse to keep tag lists manageable.
• Use the bigger snippet selector: Create or refine message snippets for common replies so team members spend less time typing and more time solving customer problems.
• Test bulk actions on small batches: When applying bulk updates, start with 5 to 10 items to confirm the expected behavior before scaling up.

How feedback is collected and why it matters

These updates came from user feedback, and the product team continues to gather suggestions through regular product events. Participating in those events is the most direct way to influence future improvements.

• Our experience shows that product events where teams share roadmaps and accept live feedback are an effective place to raise pain points and see them prioritized.
• If your business relies on a smaller admin team or one person wearing multiple hats, providing feedback on specific pain points like bulk edits or tag management can accelerate practical fixes.

Practical tips for giving useful feedback

• Describe the outcome you want: Instead of only saying something is slow, explain the end result you need, for example faster follow-ups or clearer thread context.
• Include a simple example: Mention a real case where the current UI made the process take extra time or caused confusion.
• Suggest a fix idea: Even a short suggestion like "make the card fully clickable" helps product teams understand intent quickly.

Pricing and offers — what to expect

Our focus when choosing business software has always been predictable costs and straightforward plans. The software we use aims to keep pricing simple and transparent so we can budget without surprises. If your team is assessing the same solution, look for:

• Predictable billing: Clear tiers and no hidden fees.
• Scalability: Pricing that grows with usage, not with unexpected per-feature surcharges.
• Support options: Reasonable, accessible support included in standard plans so updates and questions don’t become a drain on time.

Risks and fallback plans

No update is risk-free. We prepare three simple fallbacks to avoid disruption:

• Communication plan: Let the team know when updates happen and who to ask if something looks different.
• Quick rollback steps: Have a checklist to revert processes temporarily if a change interferes with critical workflows.
• Shadow testing: Run a small team through the update before fully switching everyone over.

Final thoughts

Small UI changes compound into big operational improvements. The recent updates to contacts and conversations make the software more efficient and reduce cognitive load for our team. That means fewer missed follow-ups, cleaner data, and faster response times — all things that matter when we are growing.

We plan to adopt the changes quickly, update our SOPs, and keep providing feedback through product events. If you manage a small team, these are the kinds of improvements that make day-to-day work smoother without adding complexity.

Frequently asked questions

How are empty contact fields shown now?

Empty fields display double dashes to clearly indicate missing information. This prevents accidental overwrites and helps us notice what needs completing during onboarding or contact reviews.

Where can I find secondary phone numbers and emails?

Additional contact methods live inside the contact folder section. They are visually grouped with a grey background, making them easier to locate when the primary channel does not work.

What does the engagement score show and how should we use it?

The engagement score is a quick visual signal of recent activity for a contact. Use it to prioritize follow-ups. Clicking the score opens a details view so you can decide the right next step based on recent interactions.

How have bulk actions improved?

Bulk selection is more intuitive and reduces accidental selection errors. The improved flow makes it easier to update statuses or send replies to many conversations at once while maintaining accuracy.

Can we still use saved message snippets efficiently?

Yes. The snippet selector in the composer is larger and quicker to access. We use it to standardize replies, save time, and ensure consistent messaging across the team.

How can our team provide feedback or request further changes?

Feedback is best shared during product events where roadmaps are discussed. Prepare a short description of the issue, an example, and the desired outcome to make your input more actionable.