Private Notes and @mentions

Private notes are internal messages that only your team can see. The customer never receives them and they don’t appear in the widget. They’re useful for context-setting, handoffs, and escalation notes.

Write a private note

1. Open a conversation.
2. Click the Note tab in the composer (next to Reply).
3. Type your note.
4. Send.

Notes appear in the thread with a yellow/amber background so they stand out from customer-facing messages at a glance.

@mentioning a teammate

In Note mode, type @ and start typing a teammate’s name. A dropdown shows matching team members. Select one to tag them.

What happens when you tag someone:

• They receive a push notification on their mobile immediately.
• They receive an email after a short delay (the delay gives them time to read the note live in the inbox so they’re not spammed with redundant emails).
• If they open the conversation within the delay window, the email is skipped.

You can tag multiple people in a single note. The mentioned user IDs are stored in the message metadata so the notifications are always accurate even when display names contain spaces.

When to use notes vs. replies

Searching notes

Notes appear in the conversation thread in chronological order. You can search across all conversations using the inbox search - it searches message content including note text.