Add a private note to a conversation

Adding private notes during a live chat is an excellent way to share internal insights or instructions without revealing them to the customer. This guide will walk you through adding a private note to a conversation in the Inbox module.

Step-by-Step Guide to Add a Private Note to a Conversation

1. Open the Inbox Module

2. Select a Chat

Click on the conversation where you want to add a private note.

3. Assign the Chat

If the chat is unassigned, click Assign Chat to Me,
or
Click Assign To and choose an agent.

Once assigned, the chat status changes to Open.

4. Switch to Private Note

Click on the Private Note tab in the message box.

5. Write Your Note

Type any internal message you want.
Example: “Customer asked for brochure — follow up tomorrow.”

You can also:

Use Canned Responses by typing “/”
Format text using Bold, Italic, ~Strikethrough~, and Emojis

6. Send the Note

Click the Send icon to save your private note.

The note will appear in light brown with a lock icon, indicating that only your team can view it.

Where Private Notes Help

Remembering what happened earlier in a conversation
Sharing context with teammates
Adding follow-up reminders
Keeping internal comments separate from customer messages

Using private notes helps team members stay informed and aligned while addressing customer queries. It’s an efficient way to keep internal communication organized during real-time interactions.