Every conversation has a lot more happening than the messages you see. Show events is how you look at the rest of it, category by category, without turning your inbox into a wall of noise by default.
What it does
A conversation's thread can interleave three additional kinds of record between the actual messages: Arbyn's step-by-step reasoning on a turn, storefront commerce activity, and guardrail/escalation events (rule fires, safety-net catches, handoff notes). All three default to off. A fresh conversation shows just the back-and-forth between customer and merchant/agent, kept deliberately clean.
Where to find it
The Show events button sits in the conversation header, next to Translate and the Escalate/Resolve/Close controls. Click it to open a small modal with three checkboxes.
How it works
The three categories, and what each one adds to the thread:
Reasoning: a step-by-step trace of Arbyn's thinking on each agent turn. Turning this off does not stop Arbyn from reasoning; the steps are still computed and stored, they just don't render inline. Consecutive reasoning steps from the same turn fold into a single collapsible group rather than one row per step.
Commerce events: cart adds, cart updates and removals, discounts applied or redeemed, bundles added, reorders, checkout started/completed, and product likes/unlikes in the Chat Bag.
Guardrails & Escalation: escalations, custom rule fires, safety-net catches, and handoff notes (what a teammate wrote when handing a conversation back to Arbyn).
Your choice is remembered per conversation, saved in your browser (not synced to your teammates, and not stored server-side), so re-opening the same conversation later keeps whatever you last set for it, but a different conversation starts back at all three off.
What shows up regardless of the toggle. A small set of events are actions, not background noise, and Arbyn always renders them as their own cards no matter what you've checked: a cancellation request, an address-change request, a return request, a refund request, a denied return, and an escalation. These render as distinct, detailed action cards (with an "Awaiting you" or "Applied"/"Done" status badge once resolved) rather than as generic timeline rows, and clicking one that's still open can take you straight into the matching Quick action modal.
Escalation events don't double up. If a specific action card already exists for why a conversation escalated (a cancellation request, for instance), the generic "Escalated" event for that same moment is suppressed rather than shown twice.
Reasoning steps can stream in live, not just replay after the fact. With Reasoning turned on, if you have a conversation open while Arbyn is actively working on a reply, its steps appear one at a time as they're recorded, rather than all at once when the reply is finally ready. This live view automatically stops, either once Arbyn hands back its reply or after about 30 seconds of continuous work, whichever comes first, and everything recorded up to that point stays in the thread as normal, whether or not the live view was open to see it happen.
Good to know
Turning Reasoning off is a display choice, not a data choice. Arbyn's reasoning is generated and saved either way; the toggle only decides whether it renders inline in this thread on this device.
The commerce activity shown here overlaps with the always-visible Conversion events card in the right panel. If you'd rather see storefront activity without opening this menu, that card is already there. See the customer-panel article.
A future unmapped event type never leaks as raw text. If Arbyn ever records an event type this screen doesn't have a specific label for, it falls back to a readable, title-cased version of the type rather than showing you the internal name.
FAQ
Does turning off Reasoning make Arbyn think less carefully? No. It only changes what renders in your view of the thread; the underlying reasoning still happens and is still stored.
Will my teammate see the same events I turned on? No. The setting is saved per conversation in your own browser, so each person on your team controls their own view.
Why do I see "Escalated" sometimes and a specific card like "Address change requested" other times? Both can represent the same underlying handoff. When a specific action card exists for the reason a conversation escalated, Arbyn shows that instead of the generic Escalated card, so you're not looking at the same event twice.