Collaborate with your team privately
Discuss customer queries with teammates right inside the conversation. Private notes are invisible to customers, making team collaboration seamless.
Internal collaboration made easy
Get help from your team without leaving the conversation or exposing internal discussions to 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 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 help
Not sure how to answer? Mention a colleague who might know and get their input before replying.
Escalate issues
Tag your manager or senior agent when a conversation needs their attention or approval.
Share context
Leave notes for teammates who might handle the conversation later during shift handoffs.
Verify information
Check with sales or billing before confirming pricing, discounts, or account details.
Report bugs
Tag engineering when a customer reports an issue so they can investigate immediately.
Training moments
Senior 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.