More visual customizability of conversation history panel

As a team leader, I want to be able to ensure my team follows our correct operating procedure. With that, there's a need to have more control over the visual interface that agents work out of. I'd want to be able to add comments with HTML to show important alerts, create buttons to take actions in external systems (in a more specific way than Macros), or even put an overlay over the composer.

Again, the goal here is to have more structured ability to guide the workflow that agents are taking in their work.