What is a private note?

Within chat conversations, it's possible to include private notes designed for internal agent communication. When a Team Manager decides to reassign a chat session from one agent to another and wishes to provide contextual information to the newly assigned agent, they have the option to attach a private note. This note serves as a space to input relevant context, and importantly, remains hidden from the end user while remaining accessible exclusively to fellow agents.

How to add a private note?

For adding a private note, access a chatroom and locate the "Notes" option situated within the hamburger menu on the right-hand side.

In this area, you can input a private note, which will appear under the "Notes" option. Here, you'll have the ability to both edit and delete the note as needed.