Private Notes and mentions
For all customer queries, there is an option to add private notes and mention other team members in the conversation.
These notes are shown only to Internal team members and are not visible to customers.
To start writing Private Notes simply switch to ‘Private Note’ tab 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
Note: You can also keep private notes for the customer’s profile from the Note menu on the profile section.
Mentioning team members/ teams
If you would like to tag another team member in a customer query, type ‘@’ in Reply box (or in Private Notes to mention privately) and select the teammate/team from the dropdown options to mention. Your colleague will be then be notified about the mention.