Automated customer-facing messages now appear in the customer's conversation on the channel they were sent on, so replies have context.
Which automated messages
Sent by text or email, they land in the customer's conversation on that channel.
Why it matters
When a customer replies to an automated text or email, the reply lands in the thread right below the message that prompted it. No more "wait, which invoice is this about?" — the whole exchange is in one place.
Exception: marketing campaign blasts
Marketing campaign blasts are intentionally NOT placed in conversations — they stay in the Communication Log and campaign analytics so bulk sends don't bury 1:1 history.
How it looks in the thread
Automated messages appear inline in the conversation, tagged so you can tell an automated system message from a person's reply. Delivery status (sent / delivered / failed for text, delivered/bounced for email) shows on each one.