diff --git a/tests/test_gateway_ui.py b/tests/test_gateway_ui.py
index 29b5110..2f92391 100644
--- a/tests/test_gateway_ui.py
+++ b/tests/test_gateway_ui.py
@@ -169,6 +169,20 @@ def test_operator_ui_loads_backend_customer_history_for_profile():
     assert "ensureCustomerHistoryLoaded(customer.customer_id).catch(() => {});" in app_js
 
 
+def test_operator_ui_customer_profile_supports_case_and_call_shortcuts():
+    app_js = (Path(__file__).resolve().parents[1] / "ui" / "operator" / "app.js").read_text(encoding="utf-8")
+    styles_css = (Path(__file__).resolve().parents[1] / "ui" / "operator" / "styles.css").read_text(encoding="utf-8")
+    assert "function customerHistoryEventActions(event, context = {})" in app_js
+    assert "function renderCustomerHistoryActions(event, context = {})" in app_js
+    assert 'data-customer-action="interaction"' in app_js
+    assert 'data-customer-action="call"' in app_js
+    assert "Открыть кейс" in app_js
+    assert "Открыть звонок" in app_js
+    assert "focusLiveCall(callId);" in app_js
+    assert ".customer-history-actions {" in styles_css
+    assert ".customer-history-link {" in styles_css
+
+
 def test_operator_ui_contains_leads_table_front():
     app_js = (Path(__file__).resolve().parents[1] / "ui" / "operator" / "app.js").read_text(encoding="utf-8")
     index_html = (Path(__file__).resolve().parents[1] / "ui" / "operator" / "index.html").read_text(encoding="utf-8")
diff --git a/ui/operator/app.js b/ui/operator/app.js
index 9458c0b..bbf9a0e 100644
--- a/ui/operator/app.js
+++ b/ui/operator/app.js
@@ -866,6 +866,7 @@ function buildCustomerHistoryEvents(customer) {
         item.assigned_to ? `владелец ${item.assigned_to}` : '',
         item.queue_id ? `queue ${item.queue_id}` : '',
       ].filter(Boolean).join(' • '),
+      interaction_id: item.interaction_id,
     });
   });
 
@@ -880,6 +881,8 @@ function buildCustomerHistoryEvents(customer) {
         thread.claimed_by_user ? `владелец ${thread.claimed_by_user}` : '',
         thread.status ? statusMeta(thread.status).label : '',
       ].filter(Boolean).join(' • '),
+      interaction_id: thread.interaction_id,
+      thread_id: thread.thread_id,
     });
   });
 
@@ -897,6 +900,8 @@ function buildCustomerHistoryEvents(customer) {
           message.operator_user ? `оператор ${message.operator_user}` : '',
           message.delivery_status || '',
         ].filter(Boolean).join(' • '),
+        interaction_id: activeThread.interaction_id,
+        thread_id: activeThread.thread_id,
       });
     });
   }
@@ -913,6 +918,8 @@ function buildCustomerHistoryEvents(customer) {
         item.operator_extension ? `внутр. ${item.operator_extension}` : '',
         item.claimed_by_user ? `владелец ${item.claimed_by_user}` : '',
       ].filter(Boolean).join(' • '),
+      interaction_id: item.interaction_id,
+      call_id: item.call_id,
     });
     const aiMeta = voiceAiStatusMeta(item);
     if (aiMeta) {
@@ -926,6 +933,8 @@ function buildCustomerHistoryEvents(customer) {
           item.voice_session_id ? `голос ${item.voice_session_id}` : '',
           item.ai_session_id ? `ai ${item.ai_session_id}` : '',
         ].filter(Boolean).join(' • '),
+        interaction_id: item.interaction_id,
+        call_id: item.call_id,
       });
     }
   });
@@ -941,6 +950,72 @@ function buildCustomerHistoryEvents(customer) {
     .slice(0, 9);
 }
 
+function latestItemByTime(items, fields = []) {
+  const source = Array.isArray(items) ? items.filter(Boolean) : [];
+  if (!source.length) {
+    return null;
+  }
+  return [...source].sort((left, right) => {
+    const rightTime = fields.reduce((max, field) => Math.max(max, customerHistoryTimeValue(right?.[field])), 0);
+    const leftTime = fields.reduce((max, field) => Math.max(max, customerHistoryTimeValue(left?.[field])), 0);
+    if (rightTime !== leftTime) {
+      return rightTime - leftTime;
+    }
+    return String(right?.interaction_id || right?.thread_id || right?.call_id || '').localeCompare(
+      String(left?.interaction_id || left?.thread_id || left?.call_id || ''),
+    );
+  })[0] || null;
+}
+
+function customerHistoryEventActions(event, context = {}) {
+  const threadIds = context.threadIds instanceof Set ? context.threadIds : new Set();
+  const callIds = context.callIds instanceof Set ? context.callIds : new Set();
+  const actions = [];
+  if (event?.thread_id && threadIds.has(event.thread_id)) {
+    actions.push({
+      action: 'telegram',
+      label: 'К Telegram',
+      threadId: event.thread_id,
+    });
+  }
+  if (event?.call_id && callIds.has(event.call_id)) {
+    actions.push({
+      action: 'call',
+      label: 'К звонку',
+      callId: event.call_id,
+    });
+  }
+  if (event?.interaction_id) {
+    actions.push({
+      action: 'interaction',
+      label: 'К кейсу',
+      interactionId: event.interaction_id,
+    });
+  }
+  return actions;
+}
+
+function renderCustomerHistoryActions(event, context = {}) {
+  const actions = customerHistoryEventActions(event, context);
+  if (!actions.length) {
+    return '';
+  }
+  return `
+    <div class="customer-history-actions">
+      ${actions.map((action) => `
+        <button
+          class="btn ghost customer-history-link"
+          type="button"
+          data-customer-action="${escapeHtml(action.action)}"
+          data-thread-id="${escapeHtml(action.threadId || '')}"
+          data-call-id="${escapeHtml(action.callId || '')}"
+          data-interaction-id="${escapeHtml(action.interactionId || '')}"
+        >${escapeHtml(action.label)}</button>
+      `).join('')}
+    </div>
+  `;
+}
+
 function emptyCustomerSpotlightMarkup(title, description) {
   return `
     <div class="customer-spotlight-empty">
@@ -959,6 +1034,8 @@ function customerSpotlightMarkup(customer, options = {}) {
   const score = customerLeadScore(customer, index);
   const historyPayload = customerHistoryPayload(customer.customer_id);
   const historySummary = historyPayload?.summary || null;
+  const currentThreads = customerTelegramThreads(customer);
+  const currentLiveCalls = customerLiveCalls(customer);
   const interactions = Array.isArray(historyPayload?.interactions)
     ? historyPayload.interactions
     : customerInteractions(customer);
@@ -983,11 +1060,15 @@ function customerSpotlightMarkup(customer, options = {}) {
       ...(liveCalls.length ? ['voice'] : []),
     ])];
   const tags = Array.isArray(customer.tags) ? customer.tags.filter(Boolean) : [];
+  const latestInteraction = latestItemByTime(interactions, ['updated_at', 'created_at']);
   const primaryThread = historySummary?.primary_telegram_thread_id
-    ? threads.find((item) => item.thread_id === historySummary.primary_telegram_thread_id) || null
-    : [...threads].sort((left, right) => {
-      return customerHistoryTimeValue(right.last_message_at) - customerHistoryTimeValue(left.last_message_at);
-    })[0] || null;
+    ? currentThreads.find((item) => item.thread_id === historySummary.primary_telegram_thread_id) || null
+    : latestItemByTime(currentThreads, ['last_message_at', 'updated_at', 'created_at']);
+  const primaryCall = latestItemByTime(currentLiveCalls, ['last_transition_at', 'ended_at', 'connected_at', 'started_at', 'updated_at']);
+  const historyActionContext = {
+    threadIds: new Set(currentThreads.map((item) => item.thread_id).filter(Boolean)),
+    callIds: new Set(currentLiveCalls.map((item) => item.call_id).filter(Boolean)),
+  };
   const historyStatusText = customerHistoryPending(customer.customer_id)
     ? 'Обновляем ленту клиента из backend...'
     : state.customers.historyErrorsById[customer.customer_id]
@@ -1025,6 +1106,7 @@ function customerSpotlightMarkup(customer, options = {}) {
             </div>
             <div class="customer-history-copy">${escapeHtml(event.body)}</div>
             ${event.note ? `<div class="customer-history-note">${escapeHtml(event.note)}</div>` : ''}
+            ${renderCustomerHistoryActions(event, historyActionContext)}
           </div>
         </article>
       `;
@@ -1079,7 +1161,9 @@ function customerSpotlightMarkup(customer, options = {}) {
 
         <div class="customer-profile-actions">
           <button class="btn" type="button" data-customer-action="workspace">Открыть рабочий стол</button>
+          <button class="btn ghost" type="button" data-customer-action="interaction" data-interaction-id="${escapeHtml(latestInteraction?.interaction_id || '')}" ${latestInteraction ? '' : 'disabled'}>Открыть кейс</button>
           <button class="btn ghost" type="button" data-customer-action="telegram" data-thread-id="${escapeHtml(primaryThread?.thread_id || '')}" ${primaryThread ? '' : 'disabled'}>Открыть Telegram</button>
+          <button class="btn ghost" type="button" data-customer-action="call" data-call-id="${escapeHtml(primaryCall?.call_id || '')}" ${primaryCall ? '' : 'disabled'}>Открыть звонок</button>
         </div>
       </section>
 
@@ -3849,15 +3933,16 @@ function focusLiveCall(callId) {
   if (!callId) {
     return;
   }
+  const activeCall = state.liveCalls.items.find((item) => item.call_id === callId) || null;
+  const relatedCall = activeCall || state.liveCalls.recentItems.find((item) => item.call_id === callId) || null;
   const select = $('liveCallIdSelect');
   if (select) {
-    select.value = callId;
+    select.value = activeCall ? callId : '';
   }
   state.liveCalls.selectedCallId = callId;
   renderLiveCallsTable(state.liveCalls.items, state.liveCalls.recentItems);
   syncLiveCallActionButtons();
-  const activeCall = state.liveCalls.items.find((item) => item.call_id === callId) || null;
-  ensureVoiceAiSummaryLoaded(activeCall);
+  ensureVoiceAiSummaryLoaded(relatedCall);
 }
 
 async function openUnifiedInboxItem(button) {
@@ -5347,7 +5432,7 @@ function updateLiveCallSelector(items) {
 }
 
 function renderLiveCallCard(item, { recent = false } = {}) {
-  const isSelected = !recent && item.call_id === state.liveCalls.selectedCallId;
+  const isSelected = item.call_id === state.liveCalls.selectedCallId;
   const caller = item.caller_number || item.caller_name || 'неизвестно';
   const aiMeta = voiceAiStatusMeta(item);
   const badges = [
@@ -5664,6 +5749,23 @@ async function handleCustomerActionClick(event) {
     window.location.hash = '#telegram-page';
     await selectTelegramThread(threadId);
     log('Открыт Telegram клиента', { customer_id: customer.customer_id, thread_id: threadId });
+    return;
+  }
+  if (button.dataset.customerAction === 'interaction') {
+    const interactionId = button.dataset.interactionId || '';
+    $('interactionCustomerId').value = customer.customer_id;
+    window.location.hash = '#workspace';
+    log('Открыт кейс клиента', { customer_id: customer.customer_id, interaction_id: interactionId || '-' });
+    return;
+  }
+  if (button.dataset.customerAction === 'call') {
+    const callId = button.dataset.callId || '';
+    if (!callId) {
+      return;
+    }
+    focusLiveCall(callId);
+    window.location.hash = '#calls';
+    log('Открыт звонок клиента', { customer_id: customer.customer_id, call_id: callId });
   }
 }
 
diff --git a/ui/operator/styles.css b/ui/operator/styles.css
index 50cae3e..e87ab0e 100644
--- a/ui/operator/styles.css
+++ b/ui/operator/styles.css
@@ -1291,6 +1291,20 @@ textarea::placeholder {
   font-size: 12px;
 }
 
+.customer-history-actions {
+  display: flex;
+  flex-wrap: wrap;
+  gap: 8px;
+  margin-top: 12px;
+}
+
+.customer-history-link {
+  min-height: 36px;
+  padding: 0 12px;
+  border-radius: 12px;
+  font-size: 12px;
+}
+
 .customer-history-event.voice .customer-history-mark {
   background: #e8f0ff;
   border-color: #cfdcff;