Tapping a conversation in the inbox behaves differently by platform. On desktop you stay in the inbox and the conversation opens in a preview pane; on mobile you navigate straight into the full Customer Activity screen. The thumbnails below are the live screens.
Inbox a staff member taps a conversation
tap a conversation
Desktop · opens in place
Preview tri-pane
The conversation opens in the right preview pane. The views nav and conversation list stay visible — you never leave the inbox.
Open screen ↗
Mobile · navigates in
Customer Activity · full screen
The app navigates straight into the full Customer Activity screen. No preview or middle column; the customer details open as a card modal.
Open screen ↗