The activity messages are the gray logs that appear in a conversation's timeline. They indicate actions such as assignments, status changes, modifications of custom attributes, and resolutions made by agents or automations.
In conversations with many changes, these messages can make it harder to read the history. Therefore, it is now possible to temporarily hide them with a single click.
What are activity messages?
They are the gray messages that record internal conversation events, such as:
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Agent assignment (e.g., "John assigned this conversation to himself")
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Conversation resolution or re-opening (e.g., "The conversation was resolved by Ian")
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Changes to custom attributes (e.g., "John changed test from true to false")
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Automation actions (e.g., "Automation System (rule1) added test")
Below is an example of a conversation with visible activity messages:
How to hide activity messages
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Open any conversation in CloudChat.
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In the conversation action bar (top), locate the eye icon. It is to the left of the email thread icon.
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Click on the icon. The activity messages will be hidden immediately.
Hovering over the icon displays a tooltip indicating the available action:
With activities hidden, only actual messages (sent and received) are visible in the timeline:
How to show again
Simply click the same eye icon. The activity messages will reappear in the original chronological order.
Frequently Asked Questions
Is the preference saved?
Yes. When you hide activity messages, this preference is saved to your profile and persists across conversations and sessions. You won’t need to click again each time you open a ticket.
Are activity data still being recorded?
Yes. The toggle only hides the display of the messages. All activities are still being logged normally. When you click to show again, all activities will be there.
Does this affect other agents?
No. The preference is individual — each agent controls their own view.
Do I need any special permission?
No. All agents have access to the activity toggle.
Tip: This feature is especially useful in long conversations with many attribute changes. Hiding activities allows you to focus on the message exchange history with the customer.