Product feedback: New Side conversations interface

Hello,
 

Current Side Conversations layout has been causing some inconveniences for us.
 

One of our operational teams prefer the "old" layout of the side conversations, visible on the top side, similar like a tab. Given the frequent use of this feature we want the agents to have the flexibility of how they view and handle their workload.
 

For some agents it may be more comfortable and provide easier navigation to switch to the old view, however we have not found a native option for this.
 

A solution I find feasible is to have multiple layouts for Side Conversations (for ex. you could choose between "Context panel view" or "Top side view"), which is integrated in the admin center as a click on option. There was previously an option to enable/disable the Side Conversations in the context panel, however after 27th Jan 2025 this is no longer supported (Link to related article)