System & Muted Actions Visibility Matrix
System Event Messages & Activity Log (Live Chat + Copilot)
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
✅
Visible
❌
Not visible
n/a
Not applicable
Visibility matrix (Transcript vs 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.
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