Overview
Private notes let agents and managers comment on a conversation without sending anything to the customer. Drop context, ask a teammate for help, flag a complaint for a supervisor, or leave handoff notes between shifts — all pinned to the same thread the customer sees. It replaces the side-channel Slack thread or WhatsApp group where customer context usually goes to die.
- Switch any reply between public message and private note in one click
- @mention a teammate to send them a desktop and email notification
- Notes are clearly styled so they never get sent to the customer by mistake
- Attach files, screenshots, and links inside notes for richer context
- Reference previous notes when a customer reopens an old conversation
- Notes stay on the conversation, contact, and deal — searchable forever
- Captain AI can summarize a long note thread before handoff
How it works
Toggle to private note
Inside any conversation, switch the composer from reply to note. The input changes color so you can see at a glance the customer won't receive it.
Mention or attach
Type @ to pull in a teammate or manager and they get notified instantly. Drop in files, screenshots, or links to give them everything they need.
Resolve and move on
Once the question is answered, switch back to reply and respond to the customer. The whole note thread stays attached to the conversation for the next agent.