Description:

Currently, when a contact record is opened within the platform, the back button behaves as expected and returns the user to the previous page (e.g., Contacts list).

However, when the same contact is opened via a direct URL in a new tab, the back button follows the browser history instead of returning the user to the platform view.

While this has been confirmed as expected behavior, it creates a confusing and inconsistent user experience.

Problem / UX Impact:

Users do not differentiate between how a page was opened (in-app vs direct URL)

The back button behaving differently feels unpredictable

This can disrupt workflows and navigation, especially when working across multiple tabs

It creates the impression that the platform navigation is broken or unreliable

Requested Improvement:

We request a more consistent navigation experience, such as:

Ensuring the back button always returns users to a logical platform page (e.g., Contacts list), regardless of how the contact was opened

or

Providing a clear in-app navigation fallback (e.g., “Back to Contacts”) that behaves consistently

Additional Context:

This has been raised as a UX concern and should be considered for improvement, even if technically working as designed.