Draft: this guide describes a feature customers can't use yet, so production leaves it out.
Leave a note for your team
A note sits in the thread in yellow. Your team sees it; the customer never does.
Notes are for what your team should know before they next talk to the customer: what you promised, what to watch for, who should take it next.
- In the conversation, choose Note under the box. It turns yellow and says Only your team sees this.
- Write the note and press Enter, or choose Add note.
The note lands in the thread in yellow, marked Note from you · only your team sees this. Your teammates see it as a note from a teammate. Nothing is sent to the customer.
To bring a teammate in, type @ and pick them. The note shows in their Activity, and if they turned notifications on, they get one.
On the web, switching to another conversation sets the box back to Text, so a note can’t go to the next customer by mistake.
Updated