Private Notes

Add internal notes to conversations that only your team can see. Mention teammates, share context, and collaborate without the customer knowing.

Internal collaboration made easy

Get help from your team without leaving the conversation or exposing internal discussions to customers.

Hidden from Customers

Switch between reply and private note instantly

Use the keyboard shortcut Alt + P to toggle between customer reply and private note mode. No need to leave your conversation flow.

Toggle with Alt + P (or Option + P on Mac)Visual indicator shows current modePrivate notes highlighted in amberStay in the same conversation windowReply to customerAlt + PType your message...Private noteAlt + PAdd a private note...Private NoteHey @

• Toggle with Alt + P (or Option + P on Mac)
• Visual indicator shows current mode
• Private notes highlighted in amber
• Stay in the same conversation window

Get the right person's attention

Type @ to mention any teammate in your private note. They'll be notified instantly so they can jump in and help when needed.

• Type @ to see a list of teammates
• Mentioned teammates get notified instantly
• Search teammates by name

When to use private notes

Private notes are perfect for internal team communication during customer conversations.

Ask for helpNot sure how to answer? Mention a colleague who might know and get their input before replying.

Escalate issuesTag your manager or senior agent when a conversation needs their attention or approval.

Share contextLeave notes for teammates who might handle the conversation later during shift handoffs.

Verify informationCheck with sales or billing before confirming pricing, discounts, or account details.

Report bugsTag engineering when a customer reports an issue so they can investigate immediately.

Training momentsSenior agents can leave guidance notes for newer team members handling tricky situations.

Start collaborating with your team

Work together to solve customer queries faster. Private notes keep your internal discussions separate from customer conversations.