Today, all custom properties, both contact and conversation, are visible to all agents in the operation. However, some attributes are filled in via automation and play a more analytical role than an operational one. This ends up “dirtying” the view of the agents who are in the operation, with many visible fields, it ends up generating rework to search for a specific field in the list.

Suggestion:

Option to leave the property hidden or not in the Cloud Chat sidebar. Thus, the properties continue to be used for their purposes, but we were able to leave only the essentials visible to the agents.