Private notes and @mentions

Not every message in a conversation is meant for the customer. Private notes let your team communicate inside a conversation thread without the contact seeing anything.

What private notes are

A private note is an internal comment attached to a conversation. It is visible only to agents and administrators — never to the customer, regardless of channel. Notes appear with a distinct yellow background in the conversation timeline to make them visually distinct from customer-facing replies.

Common uses:

• Leaving context before handing off to another agent
• Flagging an issue for a supervisor without creating a separate thread
• Recording decisions or actions taken that are not part of the customer reply

How to add a private note

In the reply editor at the bottom of a conversation, switch from the Reply tab to the Note tab. Type your message and submit. The note is saved immediately and appears in the timeline.

You cannot send a note accidentally — the tab switch is a deliberate mode change, and the editor background changes colour to signal you are in note mode.

@mentioning teammates

Inside a note, type @ followed by a name to mention a specific agent. The agent receives a notification and can click through directly to the conversation. This is the primary way to pull someone into a conversation without reassigning it.

Mentions work only inside notes, not in customer-facing replies. This is intentional — it keeps internal discussion separate from what the customer receives.

Using notes for handoff context

When passing a conversation to another agent or team, a note before the handoff is good practice. Include:

• What the customer has already tried
• What you have already checked or done
• Any commitments made (e.g. "I told them a refund would be processed today")
• Any relevant account details that are not obvious from the contact record

This removes the need for the receiving agent to read the entire conversation history before responding.

Note vs reply — the key difference

If you are unsure which tab you are on, check the background colour of the editor and the label on the submit button before sending.