A private note is a message only your team can read. Use it to hand over context, record what you found, or ask a colleague for help without leaving the conversation.

Write a note

1. Open a conversation and switch the composer from Reply to Private note, or press Alt + P.

2. Type your note. The placeholder reads "Write an internal note — the customer won't see this…".

3. Select Add note, or press Ctrl + Enter (⌘ + Enter on a Mac).

The note appears in the conversation labelled Internal note, so it's easy to tell apart from replies. Press Alt + L to switch back to Reply.

A note is never sent to the customer on any channel. Notes also work when you can't reply, for example when only the assignee may reply, or when WhatsApp's 24-hour window has closed.

Mention a colleague

In note mode, type @ and start a name. A list of agents appears; use the arrow keys and press Enter or Tab to insert the one you want, or Esc to close it.

In note mode, type @ and a name to mention a colleague; the customer never sees notes.

1. 1Reply or note
2. 2Mention

• The list shows agents who can work this ticket's queue, with a dot beside those who are online. You don't appear in it.
• A mention is only offered in notes. In a reply, @ is just a character, so an internal name can never leak to a customer.

When you save the note, the colleague receives a You were mentioned notification, the ticket appears under Mentioned in their More tab, and they follow the conversation. See Your status and notifications.

What's available in a note

Notes carry text. The variable picker ({{), WhatsApp templates, your signature and the voice recorder belong to replies and are hidden in note mode. Attachments are sent as replies, not notes.

Notes created for you

• A handover note you add when you transfer a conversation is posted as a private note tagged Transfer note, so the person who takes over reads it first. See Transfer and collaborate.
• A macro with an Add a private note step posts a note when it runs. See Macros.

Notes on the contact, not the conversation

A note in the composer belongs to one conversation. The Notes section on the contact panel's Details tab belongs to the person and follows them across every conversation. It's marked "Internal — visible to agents only". Adding and editing contact notes needs permission to edit contacts. See The contact panel.

Who can read notes

Notes are for your team. Don't put anything in a note you wouldn't want your colleagues to read.

Transfer and collaborateHand over with a note, follow along and take over.Reply to a conversationSend a message the customer reads.