Messages in a chat or social messaging conversation can appear in three different colors: white, gray and green. In this way, the various messages are easy to recognize and you can quickly see who said what.
White messages are the messages sent by the customer. These also appear on the left side of the screen.
Gray messages are internal messages, for example a tag or an internal message from a colleague.
These are the messages that are sent to the customer and can be read by the customer. Often, these answers are given by the agents, but the Chatbot's messages also appear in green. Both messages can be distinguished by the icon that appears next to it on the right. This is either a bot icon 🤖 or the agent's icon.