Replying to Customers and Using Internal Notes
Replying to Conversations
When you open a conversation, you'll see the full message history and a reply box at the bottom.
Sending a Reply
- Open a conversation from the Inbox
- Type your message in the reply box
- Click Send or press Enter
Your reply is delivered to the customer through the same channel they used to contact you (widget, email, WhatsApp, etc.).
Internal Notes
Internal notes are messages visible only to your team. Customers never see them.
- Open a conversation
- Click the Note tab (or toggle) in the reply area
- Type your note and click Send
Internal notes appear in the conversation timeline with a distinct visual style so agents can easily tell them apart from customer replies.
Auto-Assignment
When you send the first reply to an unassigned conversation, you are automatically assigned as the conversation's owner.
Closed Conversations
Once a conversation is closed, customer replies are blocked. However, agents can still post internal notes to closed conversations for documentation purposes.
System Messages
Certain actions generate system messages in the conversation timeline:
- Agent assignment changes
- Status changes (resolved, closed, reopened)
- Human handoff requests from the AI chatbot
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