Using Internal Notes and Team Mentions
Sometimes you need to ask a colleague a question about a lead without the customer seeing it. Internal notes are perfect for this.
Switching to Internal Notes
At the bottom of the chat window, next to the SMS and Email tabs, click on Note. The text box will turn yellow to visually indicate that this message is private.
Tagging a Team Member
Type the "@" symbol followed by your colleague's name (e.g., "@Sarah"). When you save the note, Sarah will receive a notification that she was mentioned, and she can click it to jump straight into the conversation context.
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