> 📍 **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

1. Open a conversation from "Inbox".
2. In the reply area at the bottom, click the "Private note" tab.
3. Type your message; type @ to mention a colleague and notify them.
4. 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.