Leave a private note for your team in a conversation

📍 Where to find it: Inbox → (open a conversation) → reply area → "Private note" tab

Private notes are internal messages, invisible to the customer, used to share context or ask a colleague for help.

How it works

In the reply area, a "Private note" tab replaces sending to the customer with a message visible only to agents. You can mention a colleague to notify them. The note appears in the thread on a colored background so it's clearly distinct from a real reply.

Step by step

Open a conversation from "Inbox".
In the reply area at the bottom, click the "Private note" tab.
Type your message; type @ to mention a colleague and notify them.
Send: the note stays internal and is never passed on to the customer.

Good to know

Always check that you're on "Private note" and not "Reply" before writing a confidential message.
Mentioning an agent (@) sends them a notification.