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Leave internal notes in a chat

Notes are messages only your team sees: the customer never gets them. Use them to pass on context, leave to-dos or ask a teammate for something without leaving the chat.

Switch to Note

Open the chat and, above the message box, click Note (1). The box turns orange and Team Only appears (2): what you type doesn't reach the customer. If the tab is greyed out, ask your account owner for permission to create notes.

Note tab selected with the Team Only label

Mention a teammate

Type @ in the box (1) and pick who the note is for (2). Then write your message and press Enter.

Teammate list after typing @ in a note

Find the note in the chat

The note shows in yellow inside the conversation (1), with the name you mentioned highlighted. Your team sees it alongside the messages; the customer does not.

To write to the customer again, click Message.

Yellow note in the chat with a teammate mentioned
Next →Assign chats automaticallyHow to share new chats out across your team automatically in ChatSales, with Smart Assign or Round Robin Assign, step by step with screenshots.