Team notes let you leave a message for a colleague right on a customer’s conversation: a question, a heads-up, or a quick “I’ve already quoted this one.” It keeps everything about that customer in one place, and the customer never sees it.
Each note sits on the exact message it is about, so there is no guessing what a colleague meant. Think of it as a sticky note on that part of the chat.
Adding a note
- Find the message. Hover over the message you want to comment on.
- Open a note. Click the comment icon (Add comment).
- Write it. Type your note in the Write an internal comment… box.
- Send. Press Enter, or click the send arrow.
A small note thread appears under that message, tucked to one side so it stays clearly separate from the customer’s chat. Anyone on your team can open it, reply, and keep the conversation going. You can add an emoji from the smiley icon if you like.
Tagging a colleague
To point a note at someone in particular, type @ and a list of your teammates appears. Pick the person you mean, and their name is highlighted in the note. They get a notification that takes them straight back to it, so nothing gets missed.
You can tag more than one person in the same note if a couple of people need to see it.
Marking it done
Once a note has been dealt with, click Resolve at the bottom of the thread. It turns green and shows as Resolved, so the whole team can see it has been handled.
Resolving does not delete anything. If it turns out there is more to say, open the thread and click it again to reopen the note.
Notes are marked “only visible to your workspace” for a reason: the customer can’t see them. But they still sit on that customer’s conversation, so keep them professional.
