Private notes and mentions

Sometimes you need to ask a colleague about a customer's request, or leave them context before they take over. A private note is written in the conversation itself, only your team sees it, and it never reaches the customer.

Write a private note

1. Open the conversation.
2. Above the message box, choose Private Note (1) instead of Reply. The box changes colour to remind you that what you write is internal.
3. Write the note, then select Add Note (3).

The note appears among the messages in a different colour, with your name. Everyone on your team who opens the conversation can read it.

Mention a colleague or a team

1. In a private note, type @ followed by the first letters of the name.
2. A list (2) appears with Agents and Teams. Pick the person or team.
3. Finish the note and select Add Note.

The person you mentioned gets a notification, and the conversation shows up in their Mentions under Conversations in the sidebar. Mention a team and every member is notified.

Note: @ mentions work in private notes only. In Reply mode, what you type goes to the customer, so keep team matters out of it.

Follow a conversation you do not own

To get notifications for a conversation a colleague is handling, open the details panel beside the messages and, under Conversation participants, select Join conversation. The conversation then appears in Participating. From the same section you can add other colleagues with Select participants.

When to use a private note

• Before handing a conversation over: tell your colleague what the customer asked for and what you promised.
• When you need a manager's view on a refund or a discount, without the customer waiting on an internal discussion.
• To record what was agreed with the customer outside the conversation, such as a visit to the store.

To speed up the replies you send customers again and again, see Canned replies.