In the redesigned dashboard Inbox, the preview line under each conversation shows an AI-written summary line instead of the actual most recent message, and there is no reply icon showing that the team has already responded while a ticket stays open. The customer's team uses the preview and reply icon to decide what to do next. They want: (1) the preview to show the actual latest message text from either the customer or the support agent, with an option to turn the AI summary line off, and (2) a reply/replied indicator on open tickets when a teammate has responded.