For all customer queries, there is an option to add Private notes. These notes will be shown only to Internal team members and will be never be visible to customers. Private notes help agents to tag the conversation to other team members for assistance or provide a background of the customer queries to other agents when passing the query.
To start writing Private Notes simply switch to ‘Notes’ in customer conversation reply box. To help you distinguish between ‘Notes’ and ‘Replies’ the background of the text box will be changed and will look like this for a private note:
All the history of these notes are saved for each customer and can be viewed in the customer profile in the right panel of the chat. To know more about Customer profile and timeline click here
If you would like to tag another team member in a customer query, switch to ‘Notes’ in the reply box and use the symbol ‘@’ and select the teammate from the dropdown options. Your colleague will be then be notified about the query.