Private notes for your team

Private notes let agents communicate with each other inside a conversation without the customer seeing the messages. Use them for internal context, questions, or handoff instructions.

Adding a private note

In the conversation reply area, click the 'Note' tab (next to 'Reply'). The reply box changes to a yellow background to indicate you are writing a private note. Type your message and click send. The note appears in the conversation timeline with a yellow highlight and a 'Private' badge.

Mentioning team members

Use @mentions in private notes to notify specific agents. Type @ followed by the agent's name and select from the dropdown. The mentioned agent will receive a notification even if the conversation is not assigned to them. This is useful when you need input from a specialist or want to loop in a manager.

Common use cases

Leave context before reassigning a conversation: 'Customer needs a refund for order #1234, already verified.' Ask a teammate for help: '@Sarah can you check if this API issue is related to the deployment?' Document decisions: 'Agreed to extend their trial by 7 days per manager approval.'

Visibility

Private notes are never visible to customers, regardless of the channel. They are only shown to agents who have access to the conversation's inbox. Notes appear in the conversation timeline alongside regular messages for full context.