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Distinguish customer, operator, ai, automation, internal-note and system messages

Every message in a conversation's history is rendered with a visual treatment specific to its kind, so staff always know at a glance who or what produced it.

When this happens: The conversation history renders (part of UC-25.1).

Step by step

  1. 1

    Reads the history and never mistakes one kind for another without reading the text.

    For each message, reads SenderKind, Direction and Type (FR-25-014's mapping table). EasyCRM renders a Customer message as an inbound bubble; an Operator message as an outbound bubble with the company's sent-tick styling; an AI message as an outbound bubble with an AI badge; an Automation message with an Automated badge; an internal note as a distinctly colored, non-channel bubble; a system event as a centered timeline marker.

Other paths

Filter by kind

Toggles Show only customer and operator messages to hide internal notes and system events from view (display-only; nothing is deleted).

Good to know

  • Customers are never shown internal notes, system events, or unsent AI suggestions — enforced server-side, not only hidden in the UI.
  • An Operator message with shows a staff-only "AI-drafted" indicator. (FR-25-014, UC-28.29)