# System & Muted Actions Visibility Matrix Support for **muted system messages** has been extended within conversation transcripts for both **Live Chat** and **Copilot**. By incorporating a broader range of system events into the interface, tracking user actions and restoring activity logs is more transparent and efficient for administrative monitoring. This page explains: * What **general**, **muted**, and **system** events are * Where each event appears (Transcript vs Activity Log) * Who can see each event (End User vs Copilot User/Admin) ### Event types * **General actions** — visible to all participants of the conversation (end users and admins) inside the transcript. * **Muted actions** — visible only to admins inside the conversation transcript. These appear as muted/informational messages and are also logged in the Activity Log. * **System actions** — occur automatically and cannot be manually triggered or reproduced by platform users. These are recorded in the Activity Log and typically do not appear as muted messages in the transcript. ### Legend | Symbol | Meaning | | ------ | -------------- | | ✅ | Visible | | ❌ | Not visible | | n/a | Not applicable | ### ### Visibility matrix (Transcript vs Activity Log)

Event Type	Action / Event	Live Chat (End User)	Copilot (User)	Copilot (Admin)	Activity Log
General	Conversation escalated	✅	✅	✅	✅
General	Conversation under audit	✅	✅	✅	✅
General	Mode changed: AI on/off	✅	✅	✅	✅
General	Mode changed: AI off	❌	✅	✅	✅
General	In-chat button clicked (e.g., Book a Demo)	✅	✅	✅	✅
Muted	Document uploaded to agent memory	n/a	❌	✅	✅
Muted	Auto-archive triggered	❌	❌	✅	✅
General	Conversation archived manually	n/a	✅	✅	✅
General	Transcript downloaded	✅	✅	✅	✅
General	Conversation rated	✅	✅	✅	✅
General	Conversation renamed manually	n/a	✅	✅	✅
General	Conversation un-/favorited	n/a	✅	✅	✅
Muted	Conversation state changed	n/a	❌ / ✅ depending on copilot settings	✅	✅
Muted	Conversation re-/un-/assigned	n/a	n/a	✅	✅
General	Message feedback added/edited/deleted	n/a	✅	✅	✅
System	Conversation started/ended	n/a	❌	❌	✅
System	Conversation automatically re-/named	n/a	❌	❌	✅
System	Conversation summary generated	n/a	❌	❌	✅
General	Conversation escalation resolved	✅	✅	✅	✅

> Note: Events such as **button clicked** and **conversation state changed** are tracked and duplicated into the **Activity Log** for auditing and monitoring. --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://docs.raiaai.com/applications/copilot/system-and-muted-actions-visibility-matrix.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.